Monitoring User Guide

BUSINESS COMMUNICATIONS MANAGEMENTONLINE MONITORING

USER GUIDE

SOFTWARE VERSION 6.0 SP5

DOCUMENT VERSION 2.1 (3.4.2009)

COPYRIGHT

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USER GUIDE TABLE OF CONTENTS

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TABLE OF CONTENTS1. Introduction ....................................................................................................................................................... 1

1.1. About this software.................................................................................................................. 11.2. About this document................................................................................................................ 11.3. About setting up and managing application ............................................................................ 2

1.3.1. Managing user rights (authorization level) ................................................................. 21.3.2. Parameters affecting monitoring ................................................................................. 31.3.3. Adjusting Settings ....................................................................................................... 4

1.3.3.1. User interface settings .................................................................................... 41.3.3.2. Items in monitoring ........................................................................................ 71.3.3.3. Virtual applications......................................................................................... 71.3.3.4. Virtual directories ........................................................................................... 8

1.3.4. Calculating rules ......................................................................................................... 9

2. User interface................................................................................................................................................... 11

2.1. Menu bar................................................................................................................................ 112.2. Toolbar................................................................................................................................... 122.3. Views ..................................................................................................................................... 12

2.3.1. Summary view .......................................................................................................... 132.3.2. Agent statistics view ................................................................................................. 142.3.3. Contact details view .................................................................................................. 14

2.4. System status bar ................................................................................................................... 152.5. Symbols on buttons ............................................................................................................... 15

3. Usage................................................................................................................................................................. 17

3.1. Viewing statistic table views ................................................................................................. 173.1.1. Selecting statistic level.............................................................................................. 173.1.2. Viewing daily statistic table views............................................................................ 18

3.2. Viewing summary information.............................................................................................. 193.2.1. Bar graphs ................................................................................................................. 20

3.2.1.1. Viewing data graphs ..................................................................................... 223.2.2. Statistic table ............................................................................................................. 223.2.3. Status information summary and agent statistics list ................................................ 23

3.3. Viewing agent statistics ......................................................................................................... 243.3.1. Search functions ........................................................................................................ 25

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USER GUIDE TABLE OF CONTENTS

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3.3.2. Status information summary..................................................................................... 263.3.3. Agent and queue statistics list................................................................................... 26

3.4. Viewing contacts ................................................................................................................... 303.4.1. Search functions........................................................................................................ 303.4.2. Contact list ................................................................................................................ 323.4.3. Detailed contact information .................................................................................... 33

3.5. Using special functions ......................................................................................................... 353.5.1. Monitoring basic queue information (queue watcher).............................................. 353.5.2. Monitoring advanced queue information (supervisor queue statistics) .................... 363.5.3. Monitoring agent group information (group leader statistics).................................. 373.5.4. Supervising individual agents................................................................................... 383.5.5. Listening to recorded calls........................................................................................ 393.5.6. Disconnecting active contacts................................................................................... 41

3.5.6.1. Disconnecting one active contact ................................................................. 413.5.6.2. Disconnecting several active contacts.......................................................... 41

4. Glossary............................................................................................................................................................ 43

SAP BCM ONLINE MONITORINGii

USER GUIDE1. INTRODUCTION

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1. INTRODUCTION

1.1. ABOUT THIS SOFTWARE

The Monitoring application is used for monitoring and supervising end users (contact center agents) in the SAP BCM system. Most of the statistical views support the export function: you can transfer the report contents to the Microsoft Excel application for further processing.

User rights are especially important in this application, as many of the functions depend directly on them. User rights are defined in the User Administrator application. To ensure the security of the working environment it is recommended to allow only a limited group of users to monitor the system and other users.

NOTE: You may need to change your password due to password policies. Log on to one of the following applications to change it: Communication Desktop, System Administrator or User Administrator.

CAUTION: The legislation related to data protection and privacy varies in different countries. You may need to inform the other party that a call is being recorded or that the supervising functions are in use. This may apply to displaying and hiding digits in phone numbers. Check the local laws and acts related to the appropriate issues.

CAUTION: The software users (service providers and end-users) are fully responsible for ensuring that the services provided using this software do not violate or are not used in contravention of local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and they must assume the full responsibility of the use of the collected data.

Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use them. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for more information.

1.2. ABOUT THIS DOCUMENT

Conventions used in this document.

ITEM MARKING EXAMPLEProper nouns Italic Microsoft Windows Various user interface items (such as buttons, menus, submenus, dialog windows, tabs, and sheets)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.Paths and directories Italic By default the file is located in the following

directory: C:\Documents.

1SAP BCM ONLINE MONITORING

USER GUIDE1.3. ABOUT SETTING UP AND MANAGING APPLICATION

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CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

1.3. ABOUT SETTING UP AND MANAGING APPLICATION

NOTE: Data protection in the Data Collector component has an effect on what kind of information can be retrieved in monitoring. System administrators can adjust the parameter settings affecting the data protection.

NOTE: In this context the term directory refers to a CEM directory which is defined in the System Administrator application. It does not mean a segment which is created in the CPM database and displayed as a directory in the Communication Desktop (CDT) application.

This section describes the following functions and issues:

1.3.1. Managing user rights (authorization level) (page 2)1.3.2. Parameters affecting monitoring (page 3)1.3.4. Calculating rules (page 9)

1.3.1. MANAGING USER RIGHTS (AUTHORIZATION LEVEL)

You must be systematic and logical when creating users and maintaining their rights.

Users need appropriate rights to be able to log into the application. The application uses the following authorization levels:

User with monitoring rights => Users who have rights to monitor a certain application.Group leader => Users who can enter the Agent Statistics and Contact Details views and use the functions described in the section 3.5.3. Monitoring agent group information (group leader statistics) (page 37). These users can use the supervisor functions on the agent statistic view. They cannot change the directory, application or queue.

Values and variables Italic Replace the xyz value with the 123 value.Code examples Courier font run if xyz = 123

Some functions Bold You can use the Find and replace function for searching items.

Terminology Bold italic By default clicking refers to the left mouse button.

ITEM MARKING EXAMPLE

SAP BCM ONLINE MONITORING2

USER GUIDE1.3.2. PARAMETERS AFFECTING MONITORING

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Supervisor => Users who have both supervising and monitoring rights can enter the basic views, listen to recorded calls, and use the functions described in the sections 3.5.4. Supervising individual agents (page 38) and 3.5.2. Monitoring advanced queue information (supervisor queue statistics) (page 36). These users cannot use the group leader functions or change the directory.User administrator (manager) => Users with rights for all monitoring functions and supervising and managing tools in one specific directory and its applications and queues.System administrator (admin) => Users with rights for all monitoring functions and supervising and managing tools in all directories, applications and queues.

Note the following:

The system administrator rights are given in the System Administrator application (the Administrators view).Other rights are given in the User Administrator application (enter the Account view, select a user, and modify the settings in the Authorization tab).All users of this application need rights for the Monitoring and appropriate applications, except that there can be group leaders that have monitoring rights only. These rights are given in the User Administrator application (enter the Account view, select a user, and modify the settings in the Authorization tab). The system administrators have all rights automatically.The role of a group leader is to monitor agents, and therefore they do not have extensive queue-related rights.

1.3.2. PARAMETERS AFFECTING MONITORING

The AnsweredOnTime and FalseAttemptTime parameters affect reporting and monitoring functions. They are adjusted in the System Administrator application, see the System Administration Guide document.

AnsweredOnTime => Defines the time limit after which the call is considered to be answered too late. FalseAttemptTime => Defines the time limit after which the call is treated as abandoned.

Additionally, there are three system level parameters that affect the Monitoring application:

session.number_restrict => Defines how many last digits are hidden from the external phone numbers. The default value is 3. session.Contact_Search_Hours => Defines the maximum length of the history search period. The default value is 24. This setting sets the maximum limit for Max contact search time range in hours parameter in the User interface settings view, see 1.3.3. Adjusting Settings (page 4).ServiceClosedforArrived => Defines if the contacts arrived during the time when the service is closed are counted in the Arrived numbers. The default function is that they are included to make the numbers similar to the corresponding ones in the Reporting application. The parameter is added and the function is changed in the version 6.0 SP3.

To change the values, see the System Administration Guide document.


USER GUIDE1.3.3. ADJUSTING SETTINGS

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1.3.3. ADJUSTING SETTINGS

When the Monitoring application is used for the first time, the default values of the parameter settings are read from the file...\web\monitor\xml\Monitor_Settings_Default.xml and saved in the database as personal settings.

These settings can be adjusted in the Tools - Settings view. New values are valid immediately, restart is not required.

1.3.3.1. USER INTERFACE SETTINGS

Select the value from the drop-down list or enter it in the dialog box, and click the Update button to save the values.


USER GUIDE1.3.3.1. USER INTERFACE SETTINGS

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General Parameters

Time precision => Defines the time scale in the data graphs of the Summary view. The choices are 15, 30 and 60 minutes, the default value is 60.

Summary View

Update interval for call statistics => Defines how often the statistics view in the upper right corner of the Summary view is updated. Choices are from 5 to 60 seconds with 5 seconds intervals, the default value is 30.Agent statistics => Defines how often the Agent statistics view is updated. Choices are from 10 to 60 seconds with 10 seconds intervals, the default value is 30.Following parameters set the limits for acceptable and critical performance levels. The time values are in seconds. In the Summary view it can be seen as background colour for the graphs.The maximum value defines the graph height. The default values are listed in the table below.


USER GUIDE1.3.3.1. USER INTERFACE SETTINGS

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Click the Retrieve current values button to get the values you have adjusted by dragging the limit line in the user interface, see 3.2.1. Bar graphs (page 20).

SETTING GROUP SETTING MAXIMUM CRITICAL WARNINGCall settings Calls in queue 10 5 3

Queue time longest 20 15 10Queue time average 20 15 10Talking time average 90 60 45Hang up time average 60 45 30Abandoned calls 20 10 5Service level 2 hours 100 (permanent) 80 90Service level cumulative 100 (permanent) 80 90Outgoing 10 5 3

E-mail settings E-mails in queue 10 8 5Queue time longest 600 480 300Queue time average 300 240 120Service level cumulative 100 (permanent) 80 90

Chat settings Chats in queue 10 5 3Queue time longest 180 90 60Queue time average 120 60 40Service level cumulative 100 (permanent) 80 90

Agent statistics

Show only queues having agents => Defines if the application filters out the queues that no agents have rights for. Selections On/Off, the default value is On.Ask for confirmation => Defines whether the application asks for confirmation when you change an end-user to an External agent status. Selections On/Off, the default value is On.

Contact search

Max contact search time range in hours => Defines the maximum length of the history search period. This can prevent overload in the server during a query. Default value depends on the value set for the session.Contact_Search_Hours parameter and is typically 24 h.

Table view

Defines the limit values for the statistic table view, see 3.1. Viewing statistic table views (page 17). The default values are listed in the table below:

PARAMETER CRITICAL VALUE WARNING VALUETotal calls 50 40Abandoned calls 15 10Average waiting time 60 45


USER GUIDE1.3.3.2. ITEMS IN MONITORING

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1.3.3.2. ITEMS IN MONITORING

In the Items for monitoring view you can select the applications and queues you want to monitor. The items that are not included are disabled in the search criteria lists, and they are not displayed in the Queue watcher and Supervisor tools nor included in the statistic calculations. By default all items are selected and you must select the ones to be excluded:

1. Click the name of the application or queue to be excluded and uncheck the box.2. Click the Update button.

1.3.3.3. VIRTUAL APPLICATIONS

You can create virtual applications where you pick the queues of interest to only you:

Select the application of which you want to make your virtual application.Click the Add new button and give it an appropriate name.Select the desired queues to be included in your virtual application by checking the corresponding check boxes.Click the Update button.

Service level 80 100 PARAMETER CRITICAL VALUE WARNING VALUE


USER GUIDE1.3.3.4. VIRTUAL DIRECTORIES

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To make a recently created virtual application appear on the list of applications in the monitoring view, select the File - Reload option. The virtual applications are displayed in the Summary View only.

1.3.3.4. VIRTUAL DIRECTORIES

If you have user administrator or system administrator rights, you can make virtual directories from the parent directory by selecting the applications of interest to you.

Select the directory of which you want to make your own virtual application.Click the Add new button and give the directory an appropriate name.Select the desired applications to be included in your virtual directory by checking the corresponding check boxes.Click the Update button.

To make a recently created virtual directory appear on the list of directories in the monitoring view select the File - Reload option.


USER GUIDE1.3.4. CALCULATING RULES

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1.3.4. CALCULATING RULES

The inbound contacts outside the service time are excluded from the calculation (if the schedule is defined and the ServiceClosed log event exists, even if the contacts are forwarded to voicemail or another application). The only information available is the count of contacts outside the service time.

The following calculation rules are used:

PARAMETER OR TERM

DEFINITION

Abandoned contacts The contacts which have not been answered. Only the ones that have exceeded the FalseAttempt limit, by default 5 seconds, are counted. See the definition for False attempts.

Arrived contacts The sum of all inbound contacts, which have arrived in the system. Contacts that arrived during the time when the service is closed are not included.In the version 6.0 SP3, the sum of all inbound contacts also includes the ones outside the working hours (ServiceClosed). If you want to change this, see the parameters in the System Administration Guide document.


USER GUIDE1.3.4. CALCULATING RULES

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Average calculations over time periods

The value is calculated by dividing the entire time period by the number of days in use. For example: if the current date is 2008-02-05 and the value -30 Days is used, the calculated time period will be 2008-01-06 - 2008-02-05. The sum time of all calls is divided by 30, and the result is displayed as the average for 30 days.This kind of calculation method lowers average results if there are days without calls. It is still easy to calculate the total sum for the period (multiply the average value with 30).

Contacts answered on time (system use)

The served (handled) inbound contacts where the queue time is less than the value for the AnsweredOnTime parameter (by default 20 seconds). If a Prewelcome message is configured in the system, it can be configured if the message is taken into account or not in the calculation.

False attempts The calls which have not been answered and have been disconnected before exceeding the FalseAttempt limit (by default 5 seconds). For example, when a person calls to a wrong number and realizes it before someone answers. Affects calculation of service times.

Handled contacts The inbound contacts that are served or successfully transferred to an external number or other application.

Hang up time average

The average duration of abandoned calls. The FalseAttempt calls are not included in the calculation.

Outbound contacts The outbound contacts connected to internal or external numbers. The contacts that have not been connected are excluded from the calculation.

Queue time The durations of different calls are calculated by using the status. Calls in queue: arrival -> current timeHandled calls: arrival -> connection timeAbandoned calls: arrival -> disconnection time

During prompt The caller hangs up during the Prewelcome message, that is, the calls are not located in the queues yet.

Service level 100% * calls answered on time / (arrived calls - false attempts). Talking time The time between the connection and disconnection points for all answered

and served inbound calls that were not forwarded.For forwarded calls, it is the time between forwarding (reconnection) and disconnection.

PARAMETER OR TERM

DEFINITION


USER GUIDE2. USER INTERFACE

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2. USER INTERFACEThe user interface has the following parts:

1. Menu bar (page 11)2. Toolbar (page 12)3. Views (page 12)4. System status bar (page 15)

Change the user interface size with resizing buttons in the end of the toolbar and system status bar.

NOTE: In the version 6.0 SP3, keyboard accessibility support has been added. To move from one function to another, use the tabulator key. To move back, press Shift and the tabulator key. In the selection lists, move using the arrow keys and make your selection with the Enter key or space bar. Additionally, function key F7 opens the Settings page and F8 opens the Queue watcher page.

2.1. MENU BAR

The menu bar is always enabled and has the following menu functions:


USER GUIDE2.2. TOOLBAR

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File Reload => Refreshes the application view, for example, after changing the settings.Exit => Closes the application and logs you out.

Tools Settings => See the section 1.3.3. Adjusting Settings (page 4).Queue watcher => See the section 3.5.1. Monitoring basic queue information (queue watcher) (page 35).Customized => Available for users with system or user administrator rights only. Links dynamically to the custom made files that have a prefix Monitor_CustomView_ and are located in the folder ...monitor\custom\.

Help Help topics => Opens a list of all available guides delivered in the PDF format. About => Displays the name and version number of the application.

2.2. TOOLBAR

The toolbar has the following parts:

1. Statistics level options => Set the statistics level and enable viewing table views. See the section 3.1. Viewing statistic table views (page 17).

2. Search => Displays and hides the search-related fields and functions. See the sections 3.3. Viewing agent statistics (page 24) and 3.4. Viewing contacts (page 30).

3. Queues => See the section 3.5.2. Monitoring advanced queue information (supervisor queue statistics) (page 36)

4. Groups => See the section 3.5.3. Monitoring agent group information (group leader statistics) (page 37).

5. Resizing button => Makes the monitoring view smaller or larger.

2.3. VIEWS

The application has the following views:

2.3.1. Summary view (page 13)2.3.2. Agent statistics view (page 14)


USER GUIDE2.3.1. SUMMARY VIEW

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2.3.3. Contact details view (page 14)

Select the view in the side navigation frame:

2.3.1. SUMMARY VIEW

The view displays statistical summaries where the current day is compared to the selected reference day, or to an average of the week or month.

The contents and functions are described in the section 3.2. Viewing summary information (page 19).


USER GUIDE2.3.2. AGENT STATISTICS VIEW

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2.3.2. AGENT STATISTICS VIEW

The view displays detailed information about selected agents and queues, and enables supervising an individual agent as described in the section 3.3. Viewing agent statistics (page 24). The Agent statistics (simple) view does not display queues, but is otherwise similar.

If an agent name is more than 15 characters, the whole name is not displayed. Instead, the name is truncated to a maximum of 14 characters and when you place the cursor on top of the name, the tooltip shows the whole name of the agent.

2.3.3. CONTACT DETAILS VIEW

The view displays detailed information about the selected contacts, see the section 3.4. Viewing contacts (page 30). The view also enables some special functions, see section 3.5.5. Listening to recorded calls (page 39).

The Ignore arrival time restriction check box is available only when In process status is selected.


USER GUIDE2.4. SYSTEM STATUS BAR

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2.4. SYSTEM STATUS BAR

The system status bar displays various messages related to the software status and usage:

2.5. SYMBOLS ON BUTTONS

=> Reduce the user interface size.

=> Expand the user interface size

=> Minimize the user interface size

=> Maximize the user interface size

=> Change to the first, previous, next or last page

=> Manage active contacts, see 3.5.6.2. Disconnecting several active contacts (page 41)

=> View a line graph in the summary view, see 3.2.1.1. Viewing data graphs (page 22).


USER GUIDE2.5. SYMBOLS ON BUTTONS

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USER GUIDE3. USAGE

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3. USAGE

CAUTION: The legislation related to data protection and privacy varies in different countries. For example, you may need to inform the other party that a call is being recorded or that the supervising functions are in use. This may also be the case when displaying and hiding digits in phone numbers. Check the local laws and acts related to the appropriate issues.


3.1. Viewing statistic table views (page 17)3.2. Viewing summary information (page 19)3.3. Viewing agent statistics (page 24)3.4. Viewing contacts (page 30)3.5. Using special functions (page 35)

3.1. VIEWING STATISTIC TABLE VIEWS

NOTE: In this context the term directory refers to a CEM directory which is defined in the System Administrator application. It does not mean a segment which is created in the CPM database and displayed as a directory in the Communication Desktop (CDT) application.

The direct (personal) calls use the Operator Direct queue and they are not included in the calculation unless you select that particular queue.

3.1.1. SELECTING STATISTIC LEVEL

Select the statistics level by using the drop-down menus in the toolbar. The level affects the calculation and filters the displayed data. You can use the following levels according to your user rights:

Directory level => For system administrators and user administrators. System administrators can change the directory, but user administrators can view only one directory (which consists of the default applications).Application level => For system administrators, user administrators and supervisors. Supervisors can view only the applications or queues they have rights for. The rights are configured in the User Administrator application. When you select an application, the queues you have monitoring rights for are listed in the drop-down menu on the right-hand side, and the summary is displayed per queues and hours. If your rights are limited to certain queues only, application name is followed by an asterisk:


USER GUIDE3.1.2. VIEWING DAILY STATISTIC TABLE VIEWS

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If no queues are selected and you are a system administrator or user administrator, the view displays all queues in all applications which are included in the directory.Queue level => For system administrators, user administrators and supervisors. The selected queue does not affect the numbers of outbound calls in the summary view table.

See the section 1.3.1. Managing user rights (authorization level) (page 2) for information about the user types and rights.

3.1.2. VIEWING DAILY STATISTIC TABLE VIEWS

Click the button on the left-hand side of a statistic level field to display a table with the corresponding cumulative summary for the current day. You can transfer the data to the Microsoft Excel application for further processing by clicking the Export button.

The coloured backgrounds in the view depend on the Table view (page 6) limit settings. Values with yellow background have exceeded the Warning limit, and the ones with the red background have exceeded the Critical limit.


USER GUIDE3.2. VIEWING SUMMARY INFORMATION

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3.2. VIEWING SUMMARY INFORMATION

The summary view displays statistical summaries, where the current day is compared to the selected reference day.

1. Select first the statistic level as described in the section 3.1.1. Selecting statistic level (page 17).

2. Click the Summary option in the side navigation panel.

The summary view has the following parts:

3.2.1. Bar graphs (page 20)3.2.2. Statistic table (page 22)3.2.3. Status information summary and agent statistics list (page 23)


USER GUIDE3.2.1. BAR GRAPHS

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3.2.1. BAR GRAPHS

The bar graphs give you a real-time overview of the system and its performance. The colour of the bar indicates the following levels:

Green => AcceptablePurple => WarningRed => Critical

The reference lines with a number indicate the set limits for the performance levels. You can adjust the limits by dragging them up and down for a session:

If you want to save the dragged limits, go to Tools - Settings - User interface settings and click the Retrieve current values button, see 1.3.3. Adjusting Settings (page 4).

When you place the cursor on the bar, a tooltip displays the current value:

When you place the cursor on the button on the right-hand side of the bar, a tooltip displays the title of the data graph:


USER GUIDE3.2.1. BAR GRAPHS

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Call statistics:

Calls in queue (inbound)Bar graph => The real-time number of calls waiting for service in queues.Data graph => The arrived and handled calls in the current and reference day.

Queue time longest => The longest waiting time for calls in queues.Queue time average => The average waiting time for calls in queues.Talking time average (inbound) => The average talking time.Hang up time average => The average hanging up time.Abandoned calls (inbound) => The not-handled calls.Service level 2 hours => The service level calculated for the current and the previous hour. Service level cumulative => The service level calculated for the current day. Outgoing

Bar graph => The real-time number of outbound internal and external calls.Data graph => The number of outbound internal and external calls in the current and reference day.

E-mail statistics

E-mails in queue (inbound)Bar graph => The real-time number of e-mails waiting for service in queues.Data graph => The arrived and handled e-mails in the current and reference day.

Queue time longest => The longest waiting time for calls in queues.Queue time average => The average waiting time for calls in queues.Service level cumulative => The service level calculated for the current day.

Chat statistics

Chats in queue (inbound)


USER GUIDE3.2.1.1. VIEWING DATA GRAPHS

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Queue time longest => The longest waiting time for calls in queues.Queue time average => The average waiting time for calls in queues.Service level 2 hours => The service level calculated for the current and the previous hour. Service level cumulative => The service level calculated for the current day.

3.2.1.1. VIEWING DATA GRAPHS

When you click the button beside the bar graph, an SVG (Scalable Vector Graphics) data graph is displayed. You must have the SVG software installed on your computer to be able to view these graphs:

The SVG data graphs display information per the selected time period (15 minutes, 30 minutes or 1 hour) of the current and reference day. The bar graphs indicate the same acceptable, warning and critical levels of performance by increasing brightness of the yellow colour as the summary graphs above.

3.2.2. STATISTIC TABLE

The statistic table displays the calculated values for the current day, the current hour, and previous hours. It also includes the values calculated for the selected reference day (current value/reference


USER GUIDE3.2.3. STATUS INFORMATION SUMMARY AND AGENT STATISTICS LIST

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value). See the section 1.3.4. Calculating rules (page 9) for more information about the calculation rules.

If you change the reference day, the reference values are updated accordingly. Select one of the following options from the drop-down menu:

Today / None => No reference day, only current numbers are displayed in the statistics and the graph of the current day is displayed in the data graph. This selection is good if the number of calls is very large: the numbers are displayed distinctly.Today / -1Day => Today / Previous dayToday / -x Days => Today / The day 2-7 or 14 days ago, as x indicatesToday / -1 Week (avg) => Today / Average value of the previous weekToday / -1 Month (avg) => Today / Average value of the previous month

The unsuccessful inbound calls are classified into three categories:

Abandoned => Not handled calls where the waiting time has passed the False attempt limit (by default 5 seconds).False attempts => The calls the caller has disconnected before exceeding the FalseAttempt limit (by default 5 seconds). For example, when a person calls to a wrong number and realizes it before someone answers.During prompt => The calls where the caller hangs up during the Prewelcome message, that is, the calls which are not located in the queues yet.

3.2.3. STATUS INFORMATION SUMMARY AND AGENT STATISTICS LIST

The real-time summary bar displays each individual agent’s status:

The status can be one of the following:

Logged in => An agent is logged into the system.Free => An agent is free to take calls from the queues and able to receive direct calls.Talking => An agent is having an inbound call.Out => An agent is having an outbound call (internal or external).Paperwork => An agent is temporarily not able to take calls from queues, but is able to receive direct calls.

In the Communication Desktop (CDT) application you can select the Paperwork status manually or define that the application gives you this status automatically on predefined occasions.


USER GUIDE3.3. VIEWING AGENT STATISTICS

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This number also includes all agents who have the special Afterwork status which is automatically assigned.

Paused => An agent is not able to take calls from queues or receive direct calls.In the Communication Desktop (CDT) application you may get this status when you activate an absence profile.

The summary is identical to the one described in the section 3.3.2. Status information summary (page 26).

The list below the summary bar displays basic statistics for the current day. For detailed statistics of the selected day see the section 3.3.3. Agent and queue statistics list (page 26).

3.3. VIEWING AGENT STATISTICS

The Agent statistics view displays detailed information about the selected users and queues. It is also used for opening the supervising dialog window as described in the section 3.5.4. Supervising individual agents (page 38).

The Agent statistics view is available only when there are real queues (other than Oper_dir) configured to the system and there are agents logged into them. The view can be opened with or without queues in the following ways:

1. Select first the statistic level as described in the section 3.1. Viewing statistic table views (page 17).

2. Click the Agent Statistics button to open the Agent statistics (simple) view without the queues:


USER GUIDE3.3.1. SEARCH FUNCTIONS

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or click the Queue button below the Agent Statistics button to display the queue information also:

The view has the following parts:

1. Search functions (page 25)2. Status information summary (page 26)3. Agent and queue statistics list (page 26)

3.3.1. SEARCH FUNCTIONS

The functions are used for filtering the displayed data. Note the following:

Click the Search button in the toolbar to display and hide the search-related fields and functions. See the section 2.2. Toolbar (page 12).Click the Search button in this view to execute the search. If you want to use the default criteria, click the Reset button before executing the search.You can use the following search criteria options:

Name => The name of an agent, or part of it. The option is available only if you use the current date as the search criteria.


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Location => The location of the agent. The option is available only if you use the current date as the search criteria.Date => If you enter any date other than the current one, the status and duration information are not displayed in the statistics list.Presence => Select one of the options:

All => Displays all agents which have had some activity during the time when the monitoring application has been installed.Logged in => Displays the agents which are currently logged in.Active current day => Displays the agents which have had some activity during current day.

You can transfer the data to the Microsoft Excel application for further processing by clicking the Export button.

3.3.2. STATUS INFORMATION SUMMARY

The status information summary is identical to the one explained in the section 3.2.3. Status information summary and agent statistics list (page 23):

3.3.3. AGENT AND QUEUE STATISTICS LIST

The list displays detailed statistics for the selected day.

If the number of displayed queues is very large, the list displays only a limited number of agents. A large number of queues and agents results in a massive number of different combinations, and the web browser may not be able to handle such an amount of data. If you are not able to see a specific agent, use the search functions which are described in the section 3.3.1. Search functions (page 25) for filtering the data. The following matrix defines the number of displayed agents:

Over 100 queues => 10 agentsOver 75 queues => 25 agentsOver 50 queues => 50 agentsOver 25 queues => 75 agentsUnder 25 queues => Unlimited number of agents


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The list has the following parts, click the Expand button or scroll to view the columns on the right:

Name => The name of the agent. If you have appropriate user rights, each name is a link. Click it to open a dialog window for supervising an individual agent as described in the section 3.5.4. Supervising individual agents (page 38). See also the section 1.3.1. Managing user rights (authorization level) (page 2).Ext. => If this option is selected, the agent is logged in as an external agent.

You must give an agent the right to serve in a queue as an external agent. To do that select the Attach to ext. queue option in the pop-up menu which appears when you click the queue cell.This option is useful in unexpected situations when an agent is not able to come to the office but can take calls remotely. If the agent does not have a defined external number, the application displays a warning.

Number => The extension number of the agent.Location => The location of the agent.All => The total number of contacts (inbound and outbound calls, inbound e-mails and inbound SMS messages).In => The number of answered inbound calls.Out => The number of outbound calls (internal and external).Chat => The number of answered chat requests.E-mail => The number of inbound e-mails handled by the agent.SMS => The number of SMS messages sent by the agent.Profile => An agent's current availability profile. If the agent is logged out, a dash (-) is displayed. If the profile name is very long, a truncated version is displayed, but moving the cursor on the field displays the profile reason and the entire name Status => The current status of the agent. The statuses in this column differ from the statuses in the status information summary. This column displays one of the following values (the technical source events are in brackets):

Waiting (StatusWorking, Resting, LoggedIn, LoggedInEP, Waiting, ExtAgent)Calling out (CallingOut)Talking (Talking)Afterwork (Admin)Paperwork (StatusPaperWork)Paused (StatusPause)



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Logged out (no events)

The status field may additionally show one of the following symbols:

OB => The agent is logged into an Outbound Desktop campaign.x => The agent is logged into the Communication Mobile Client, and the status has been successfully verified.o => The agent is logged into the Communication Mobile Client, and the status check has failed.

Duration => Indicates how long the agent has had the current status (the continuous period).Logged in => Indicates how long the agent has been logged into the system (the continuous period). If the agent is logged out, the application displays the duration of the previous session in brackets.Paperwork => The cumulative summary of all periods when the agent has had the Paperwork status during the current date. This value does not include the periods with the Afterwork status.Paused => The cumulative summary of all periods when the agent has had the Pause status during the current date.

Scroll to the right-hand side to see all queues available in the selected statistic level. The queue information is not displayed in the Agent statistic (simple) view. The queue cell colours and symbols indicate the following issues:

White or grey (no colour) => The agent has no rights for the queue.Green => The agent is logged into the system and the queue.Yellow => The agent is not logged into the system.Red => The agent is logged into the system but is not logged into the queue.Plus sign (+) => The agent has rights to log into and out from the queue (the so called slave function is not in use).Green circle (O) => The agent is able to serve the queue as an external agent.



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When you place the cursor on a queue cell, a tooltip displays the agent’s name, queue and total time he has been logged in this queue during the day. The value in the brackets is the last time he logged in this queue:

Managing skills and queue rights

When you click a queue cell of a queue where the agent has rights to log in (the cell color is other than grey or white), a pop-up menu appears. It enables the following functions:

Attach to queue => Log the agent into the queue or out from it.Attach to ext. queue => Allow the agent to serve the queue as an external agent.Deny changes => Disable the agent's right to change queue logging settings, that is, enable the so called slave function. You can also enable and disable the slave function in the User Administrator application.Close and refresh view => Save the changes and update the view.Close => Save the changes without updating the view.

When you right-click a queue cell a pop-up menu appears, where you can adjust the agent’s skill settings:

Select the skill from the Skill name list and check the skill level from 0 to 5.


USER GUIDE3.4. VIEWING CONTACTS

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3.4. VIEWING CONTACTS

The contact details view displays information about the selected contacts. It is also used for opening the dialog window which is used for viewing detailed information about an individual contact as described in the section 3.4.3. Detailed contact information (page 33).

First you must select the statistic level as described in the section 3.1. Viewing statistic table views (page 17).

The view has the following functions:

3.4.1. Search functions (page 30)3.4.2. Contact list (page 32)3.4.3. Detailed contact information (page 33)

3.4.1. SEARCH FUNCTIONS

The search function is used for filtering the displayed data.

1. Click the Search button in the toolbar to display and hide the search-related fields and functions. See the section 2.2. Toolbar (page 12).

2. Select the search criteria options:Search field => Options are Agent, From, To or Call ID.Search value => Give the value for the selected Search field option. The wildcard is automatically included at the beginning and at the end of the entered search criteria although it is not displayed. Arrival time between <YYYY-MM-DD HH-MM-SS> and <YYYY-MM-DD HH-MM-SS> => The time period during which the contact has been initiated. The default and


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maximum period is 24 hours. When you change the starting time, the ending time is updated automatically. You can only change the ending time to make the time period shorter than 24 hours.Status => The contact status (All, In process, Completed or Abandoned).Type => The contact types All, All Calls, All In, All Out, In, In/cons. call (consultation call), In/forwarded, Out, Out/cons. call, Terminal in, Terminal out, CMCin, CMC out, CMC routing, CMC recording, Voicemail, IVR, E-mail, SMS.Note => The contacts with notes (All, Yes, or No).Recorded => The recorded contacts (All, Yes, or No).Exclude arrival time restriction => If this option is selected, all active contacts are listed regardless of their starting time. The option is available only if you have selected the In process status value.

3. Select the sorting order for the results by selecting the sorting criteria in the Order list and then ascending or descending option.

4. Click the Search button in this view to execute the search. If you want to use the default criteria, click the Reset button before executing the search.You can transfer the data to the Microsoft Excel application for further processing by clicking the Export button.

If the resulting list is very long, the following buttons appear to help the navigation:

Go to the first page.

Go to the previous page.

Go to the next page.

Go to the last page.

If you click the Active option in the side navigation frame, the application searches the contacts with the In process status value, and the search results include active contacts only and the Ignore arrival time restriction checkbox is checked:


USER GUIDE3.4.2. CONTACT LIST

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3.4.2. CONTACT LIST

The view displays information about the selected contacts during the selected time period. The maximum period is 24 hours. Note the following:

The length of a consultation call is calculated separately and therefore does not affect a call’s total length.The contacts made outside the working hours (ServiceClosed) are displayed in this list with the Abandoned status. They are not displayed in the summary views.If the original call is disconnected during a consultation call, the status of the call is Completed even when the consultation call is still active.

If the number of results is so large that they do not fit in one view, scroll down to see contacts up to 100. If there are still more, scroll with the page scrolling buttons.

The list has the following parts, use the Expand button or scroll to view also the columns on the right:

Row => The consecutive number of the contact out of the total number of search results (consecutive number/total number). The item is a link, click it to open the dialog window for viewing detailed information about an individual contact as described in the section 3.4.3. Detailed contact information (page 33). The button indicated with a red phone opens a list of currently active contacts and enables disconnecting them, see the section 3.5.6.2. Disconnecting several active contacts (page 41). Date => The contact date.Agent => The name of the agent. Note the following:

Internal calls generate two rows: one for the user who called and one for the person who received the call.If the call is abandoned, the application displays the agent name in brackets.

From/To => The source and the target number or e-mail address. By default the three least significant digits of external numbers are replaced with the XXX characters. See the section 1.3.2. Parameters affecting monitoring (page 3) and System Administration Guide.Arrival time => The time when the contact was initiated.Connect. time => The time when contact was connected (answered).Disconn. time => The ending time of the contact.Queue time => The queuing time before the contact handling started.


USER GUIDE3.4.3. DETAILED CONTACT INFORMATION

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Talking time => The time between the connection and disconnection times.Notes time => The time spent making notes after the contact ended (that is, the time between the Disconnected and AfterworkBegin events). If the AfterworkBegin event does not exist, the Notes event is used instead. The value is 0 if there is no Notes event.Afterw. time => The time spent for afterwork (the time between the AfterworkBegin and AfterworkEnd events). If the AfterworkEnd event does not exist, the current time is used instead.Total time => The total length of the contact (the time between the arrival time and ending time). The last related event defines the ending time (it can be the disconnection time, the afterwork ending time, or the notes ending time).Consult. time => The length of the consultation call (the time between the ConsConnected and ConsComplete events). If the Complete event is missing, the current time is used instead.Status => The current status of the contact (In process, Completed or Abandoned).Type => The contact type (In, H.323In, In/consultation, In/forwarded, Out, H.323Out, Out/consultation, E-mail, SMS, Voicemail, Mobile (in) and Mobile (out)).Note => Indicates whether the contact includes notes (- = no, X = yes).Rec. => Indicates whether the call was recorded, (- = no, Listen = yes). The Listen button opens the dialog window which is used for listening the optional call recording as described in the section 3.5.5. Listening to recorded calls (page 39).

3.4.3. DETAILED CONTACT INFORMATION

To view detailed contact information, click the link in the beginning of a row in the Contact list view. The tooltip displays the contact identification (the same identification is shown for example, in the log files).


USER GUIDE3.4.3. DETAILED CONTACT INFORMATION

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The dialog window has the following parts:

The basic information about the contact.Time => The timestamp for the event.Event => The event type.

AfterworkBegin => The afterwork time starts.AfterworkEnd => The afterwork time ends.ApplTransfer => The contact is transferred from one application to another.BlindTransfer => The contact is transferred to a number without a consultation call.Connected => An outbound call is connected (answered).ConnectedToOper => An inbound call is connected to the operator.DestAllocated => The call is allocated to an operator.Disconnected => The call is disconnected.LeaveVoiceMail => The calling person leaves a voicemail message.OrigCall => Refers to the original call if there has been a consultation call.ConsOut => The consultation call is initiated.ConsConnected => The consultation call is connected.ConsComplete => The consultation call is disconnected.Divert => The call is diverted.

Field1 => GUID, QueueOperID, CNumber, CID, or FromCh.Value1 => GUID, the number, the queue name, or the name or number of the operator.Field2 => FromNbr, QueueType, BNumber, CNumber, Queue, or PrevCID.Value2 = The number where the call comes from, the name of the queue, or the number of the operator.Notes => The optional notes for a call or the e-mail subject.

At the bottom of the list there is the Force to disconnect contact button for disconnecting one contact. See the section 3.5.6. Disconnecting active contacts (page 41).


USER GUIDE3.5. USING SPECIAL FUNCTIONS

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3.5. USING SPECIAL FUNCTIONS

You can use some of these functions according to your user rights. See the section 1.3.1. Managing user rights (authorization level) (page 2) for information about the user types and rights.


3.5.1. Monitoring basic queue information (queue watcher) (page 35) is available for all users with monitoring rights.3.5.2. Monitoring advanced queue information (supervisor queue statistics) (page 36) requires the authorization level Supervisor, User administrator or System administrator.3.5.3. Monitoring agent group information (group leader statistics) (page 37) requires the authorization level Group leader, User administrator or System administrator.3.5.4. Supervising individual agents (page 38). requires the authorization level Group leader, Supervisor, User administrator or System administrator, the function must be enabled in the advanced parameters in the System Administrator application and the account must also have the contact center agent rights.3.5.5. Listening to recorded calls (page 39) requires the authorization level Supervisor, User administrator or System administrator for all recorded calls. End users can also listen to their own recorded calls if a data destination parameter is enabled.3.5.6. Disconnecting active contacts (page 41) requires the authorization level User administrator or System administrator.

3.5.1. MONITORING BASIC QUEUE INFORMATION (QUEUE WATCHER)

Available for all users with rights to monitor queues.

Select the Tools > Queue watcher menu function to open the dialog. If you keep this dialog window open in the background, it pops up whenever any of the queues exceeds the set limit. The alarm condition is shown on a red background. The following limits can be set:

In queue => The number of contacts in the queue.Qt (sec) => The queue time in seconds.Agent stat. => The number of free agents and the number of agents logged into the queue.


USER GUIDE3.5.2. MONITORING ADVANCED QUEUE INFORMATION (SUPERVISOR QUEUE

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To adjust the limits, enter a limit value into the fields above the columns. The application does not save the values, and you must re-enter them if you close the dialog window and open it again.

If you want to exclude a queue (you do not want to see a warning even though the limit is exceeded), select the corresponding check box in the Exc. column. If you want to exclude all queues, select the check box above the column, or close the dialog window.

Enter the updating interval to be five seconds (default) or more. You can also update the view manually by clicking the Update button. The latest updating time is displayed in the lower part of the window.

If you click any of the application or queue names, the actual Monitoring view is updated to display the selected application or queue.

3.5.2. MONITORING ADVANCED QUEUE INFORMATION (SUPERVISOR QUEUE STATISTICS)

The required authorization level: Supervisor, User administrator or System administrator.

Click the Queues button in the toolbar to open the dialog. The view gives a good overview of the queues, and helps you to filter the main views so that they display only the most useful information. If you click any of the application or queue names, the actual Monitoring view is updated to display the selected application or queue.

Enter the updating interval in seconds into the field above the columns and click the arrow button. The default value is 10. The application does not save the value, and you must re-enter it if you close the dialog window and open it again.

The columns display the following queue-specific values:

Queue => The queue name.In queue => The number of contacts in the queue.


USER GUIDE3.5.3. MONITORING AGENT GROUP INFORMATION (GROUP LEADER STATISTICS)

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Avg. (sec) => The average queue time in seconds.Agent stat. => The number of agents logged into the queue and the total number of agents with rights for the queue.Free/Talking/Paperwork => The number of agents with this status.

3.5.3. MONITORING AGENT GROUP INFORMATION (GROUP LEADER STATISTICS)

The required authorization level: Group leader, User administrator or System administrator. The users with appropriate rights can monitor all existing groups which are created in the User Administrator application.

Click the Groups button in the toolbar to display the dialog box for monitoring agent groups. If you click a group in the dialog window, the main view displays the agent statistics related to the group members. The statistic level fields in the toolbar display the Group selection value and the cumulative summary buttons next to the fields are disabled.

Enter the updating interval in seconds into the field above the columns and click the arrow button. The default value is 10. The application does not save the value, and you must re-enter it if you close the dialog window and open it again.


USER GUIDE3.5.4. SUPERVISING INDIVIDUAL AGENTS

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The columns display the following group-specific values:

Group => The group name.Logged in/Logged out => The number of agents logged into the system or logged out from it.Free/Talking/Paperwork => The number of agents with this status.

3.5.4. SUPERVISING INDIVIDUAL AGENTS

The required authorization level is Group leader, Supervisor, User administrator or System administrator and the function must be enabled in the advanced parameters in the System Administrator application. You must also have the contact center agent rights.

NOTE: You must have the Communication Desktop application started to enable this tool.

CAUTION: The legislation related to data protection and privacy varies in different countries. For example, you may need to inform the other party that a call is being recorded or that the supervising functions are in use. This may also be the case when displaying and hiding digits in phone numbers. Check the local laws and acts related to the appropriate issues.

You can only supervise one user at a time, that is, view and control the user’s actions. The user to be supervised must be logged into this application and must not be supervised by someone else. Note the following:

Administrators define whether you have rights to supervise other users (a setting in the User Administrator application).Administrators define whether you have rights to record calls (a parameter in the System Administrator application).


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Click the specific name in the Agent statistics list described in the section 3.3.3. Agent and queue statistics list (page 26) to start supervising. The supervising view in the Communication Desktop application appears. For further information, see the Communication Desktop (CDT) User guide.

3.5.5. LISTENING TO RECORDED CALLS

The users with Supervisor, User administrator or System administrator rights can listen to all recorded calls. End users can also have rights to listen to their own recorded calls if a data destination parameter is enabled.

The web site account must have appropriate rights to the call recording path. See the System Administration Guide document.


USER GUIDE3.5.5. LISTENING TO RECORDED CALLS

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The dialog window appears by clicking the optional Listen button in the list which is described in the section 3.4.2. Contact list (page 32). It is used for listening the optional call recording.


USER GUIDE3.5.6. DISCONNECTING ACTIVE CONTACTS

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Use the player with standard media player controls and symbols for listening to the recording as well as adjusting its volume.

3.5.6. DISCONNECTING ACTIVE CONTACTS

The users with User administrator or System administrator rights can force the disconnection of an active contact without informing the agent.

3.5.6.1. DISCONNECTING ONE ACTIVE CONTACT

1. Click the link in the beginning of the row the Contact list view. A dialog window appears.2. Click the Force to disconnect contact button to disconnect the contact. This action creates a

normal Disconnected event.

3.5.6.2. DISCONNECTING SEVERAL ACTIVE CONTACTS

1. Click the red telephone icon in the title row:


USER GUIDE3.5.6.2. DISCONNECTING SEVERAL ACTIVE CONTACTS

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The dialog window that appears displays a maximum of 100 active calls, and up to 30 calls can be disconnected simultaneously.

2. Select the contact to be disconnected by checking the check box in the beginning of the row. To select all contacts for disconnection, check the Select all box.

3. Click the Disconnect selected calls button.4. Click the Close button to close the dialog box.


USER GUIDE4. GLOSSARY

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4. GLOSSARYABBREVIATION (TERM) DESCRIPTION OR SYNONYM3G (third generation) A level of development related to wireless technologies. The

preceding levels were 1G (included analog standards such as FDMA and NMT), 2G (included digital standards such as CDMA and GSM), and 2.5G (included the packet-based GPRS standard). The 3G standards include UMTS (based on GSM) and WCDMA (based on CDMA).

A number The number where the call or message comes from (the caller’s number or the source number).

Absence A status in the PRS system when a user is away or not available and cannot be reached.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to the CEM database.

Agent A user who handles queue calls and interacts with customers. Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access point for operative SQL databases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet.

Attended transfer A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically, and you can release it and continue if the other party does not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound call from the queues in which you are currently serving as an agent. The call is offered to one agent at a time. Compare to the hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS profiles.

B number The target of the call or message (the destination number).Blind transfer A call is transferred to another number without you knowing

whether the other party answers or not. Compare to the attended transfer method.

Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and the gateways to the CD core module.

C number The target of the call which is forwarded from the B number.Campaign Defines the contents of the outbound call set (such as the

customers, scripts and special rules) in the Outbound Desktop application.

CD (Call Dispatcher) The core module for low-level call handling.CDT (Communication Desktop) An end user application for enterprise telephony systems and

contact center operations.



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CEM (Contact Event Manager) The core module for top-level call handling.CEM database The system database for call handling.Chat, chatting Real-time communication between users using computing devices.Chat Server, Chat Portal Server Server components that must be installed in the system if the chat

channel is used.ClientCom The communication interface between the client-level

applications.CMC (Communication Mobile Client) An end user application for mobile phone users.Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog

conversion.Company An external customer or an internal employer in the CPM

database. Contacts are always linked to one or more companies.Connection Server (CoS) A mandatory server component that carries out communication to

the end-user interfaces CDT and CMC via a TLS-secured connection.

Contact An external customer or an internal employee in the CPM database. When internal user accounts are transferred from the CEM database to the CPM database, they are interpreted as contacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager) database

The system database for managing customer information and activities (such as tasks).

CPM Administrator An administration application related to the CPM database and predefined outbound call campaigns.

CT Outlook (Communication Toolbar for MS Outlook)

An extension application which makes it possible to use some telephony and availability functions in the MS Office Outlook application.

CTM (Communication Task Management) An end user application related to task management. It is also used for creating and maintaining customer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP system model: a separate subsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-specific values.

Data Collector A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used.

DB, db (database) A collection of information which is organized by using predefined rules.

Dialer A module that controls the outbound call sequence, timing and agent assignment in the Outbound Desktop application.

Directory Either a CEM directory defined in the System Administrator application, or a segment which is displayed as a contact directory in the Communication Desktop (CDT) application.

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM



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DSArea (Data Staging Area) One of the databases in the DTE. Related to the Reporting application.

DTE (Data Transformation Engineer) A tool that runs the transformation process in the Reporting application.

DTMF (dual tone multi-frequency) The signals you generate by pressing the keypad of a traditional phone.

DW (Data warehouse) Information organised in datamarts for effective on-line search. Related to the Reporting application.

E-mail channel The queue type which is used for receiving and handling e-mail messages.

External agent A user who is logged into the software from an external number (mobile or fixed). External agents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with desk phones into a protocol used with softphones. This enables that certain CDT functions such as PRS can be used with the desk phones as well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI). GUIs make it easier to use the software applications compared to command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external network (usually to the PSTN network).

H.323, H323 A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

HA (high availability) A system or module which is operational also when uncontrolled interruptions occur.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant virtual unit instances is running all the time.

History Database Database for saving data for Reporting and Online Monitoring applications. It is installed automatically when the CEM Database or Reporting Database is installed.

Hunt group mode The call queue mode where you can pick an inbound call from the queues in which you are currently serving at as an agent. The call is offered simultaneously to all agents who are logged into the queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and starting and stopping all components of the system.

IAP (Internet Access Point) The connection server through which the CMC application connects to the internet.




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IIS (Internet Information Server) A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information.

IM (instant message) A short messages sent and delivered using the Communication Desktop (CDT) application internally in a BCM system.

Inbound Incoming (contact events).Internal Web Services (IWS) A core server component required for the communication process. IP (Internet Protocol) The method and technology for sending data between computers

on the Internet.IP phone A telephone based on IP technology.IVR (Interactive Voice Response) A system which supports interaction between the caller and the

system. For example, the caller may hear a prerecorded prompt which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data line within a limited geographical area.

MCTABUFF The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a client workstation.

Mobile phone A cellular telephone.MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP

stream into a WAV file when a caller leaves a voicemail message.MSI The file format for Microsoft Windows Installer packages.MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receiving

inbound calls, and for selecting which one of the devices is used when making outbound calls. Used in the Communication Desktop (CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is translated to a different IP address known in another network (the outside network). Often involves address mapping and firewall configuration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call campaigns.

OLAP On-line analytical processing. Related to the Reporting application.

OPER_DIR The default queue for passing personal inbound calls within the BCM system

Outbound Outgoing (contact events).PBX (private branch exchange) A traditional corporate telephone system which usually includes

switchboard hardware.PDC (Predictive Dialing Controller) A CEM module which runs the outbound campaigns. Used in the

Outbound Desktop application.Person An external individual in the CPM database. Persons are not

connected to companies and are usually private persons.




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POP (point-of-presence) An internet access point which has a unique IP address and provides access to the rest of the Internet.

Presence A status in the PRS system when a user is free and can be reached.Prompt An audio message file in the WAV format.PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS

profile tells other users if you are available or not. Used in the Communication Desktop (CDT) application and Communication Mobile Client (CMC) application.

PRS profile An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected.

PSTN (public switched telephone network)

The collection of interconnected public telephone networks and systems.

Queue routing The rules for offering calls to the agents who are serving in the queues in the auto-allocation mode.

R number The term used for the original external source number (the A number) in the following special case: the system is configured to display the original number even if the call has been forwarded within the system before it is finally forwarded to another external number. Normally the system displays the personal extension number or the queue number as the source number.

Reporting An application using data warehouse technology for effective reporting.

Reporting Database Database for saving data for Reporting application.RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.SBR (skill-based routing) A queue routing method in the software. The software offers calls

to the agents who are most suited to take the call.Segment A target group which is created in the CPM database and displayed

as a directory in the CDT or CMC application. It contains persons, contacts, and companies. Segments may be company-wide (created in the CPM Administrator application) or personal (created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.SOAP (Simple Object Access Protocol) The method which allows an exchange of data between

applications running on different platforms.SQL (Structured Query Language) A programming language used for database queries and updates.

May also refer to a database server or program.SRTP (Secure RTP) Configuration that uses encryption in the RTP signaling.




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SSR (Server-side Recording) Configuration where the recorded files are saved on the server, instead of the client workstation. Enables that recording can be used for desk phones as well.

Superior-assistant A role related to special queue functions.Switchboard Traditionally hardware (a telephone routing table) for routing and

connecting calls to other users.System Administrator An administration application related to the system data and

configuration.TAPI (Telephony Application Programming Interface)

A programming interface which allows you to make telephone and video calls using computers.

TCP/IP (Transmission Control Protocol/Internet Protocol)

A method and language for sending data between computers on the Internet.

Terminal The core module required for the phone functions in the Communication Desktop (CDT) application. This ActiveX component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights are created and maintained.

