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Nortel Networks ipView Software Wallboard manual

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  • Page 1

    Nortel Networks ipVi ew Software Wallboar d Set Up and O peration Guide www .nortelnetw orks.com © 2002 Nortel N etw orks P0988907 I ssue 04 (06) Return to Menu[...]

  • Page 2

    Table of Contents Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide 2 Table of Con tents How to use th is guide........................................................................ 3 Introduction ................................................................ ............................................. 3 How [...]

  • Page 3

    How To U se This Guide 3 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide How to use this guide Intr oduction This guid e is designe d to assist a Syste m Manager in the in stallation, set up and operation of Nortel Networks ip Vi ew Software Wallboards. Use this guide as an ongoing reference. This chapter tells y[...]

  • Page 4

    Syst em Overview Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 4 S ys t em O ve r vi e w Intr oduction Nortel Networks ip Vi ew 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 ip Vi ew Soft ware W[...]

  • Page 5

    Syst em Overview 5 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide 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 in stall a mixture of ip View SoftBoards, in English an[...]

  • Page 6

    Installi ng ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 6 Installing ipVie w Insta llat ion of th e ipV ie w Soft ware W allbo ard You can install the ip View SoftBoard onto an y PC Desktop that is connected via the network to the Norte l Networks Call Ce nter Rep orting Maste r Client PC, with the TCP[...]

  • Page 7

    Installi ng ipView 7 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide 9. Sever al progr ess bars appear as the in stallat ion rout ine prepar es its elf. Pre sentl y the Nortel N etwork s ip View So ftBoar d language s election dialo g appears. Select the language you wish to install, and then click OK . 10. The i[...]

  • Page 8

    Using ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 8 Using ipView Starting the ipView So ftBoard Double-click on the ip View icon on the PC desktop. Short Vie w The ip View window will appe ar. The fir st time you start ip View it will op en in its def ault view, which is the Short View (Diag ram 1) . D[...]

  • Page 9

    Configur ing ipView 9 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Diagra m 2: Typical ip View Display . To better understand what the abbreviations represent, point to one of the abbreviations and you will see a ‘tip’. See Diagram 3. Diagra m 3: Short View With a ‘Tip’ If the Sy stem Manager of the No[...]

  • Page 10

    Using ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 10 Diagra m 4: Short View with a Parame ter value in Alar m. Shutti ng Down ipView To shut down ip View , left-click with the mouse on the button top-right in the ip View window, as shown in Diagram 5. Diagra m 5: ip View Close Button. You will be prese[...]

  • Page 11

    Configur ing ipView 11 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Long View You can set ip View 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 ip View you may find it convenient to use[...]

  • Page 12

    Using ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 12 Diagra m 9: Long View with a Parame ter in the Alarm State Message Vie w If Nor tel Networks Ca ll Center Reporting sends a messa ge to the ip View SoftBo ard it is displayed in the Message View window. See Diagram 10. (Message View windows will appe[...]

  • Page 13

    Configur ing ipView 13 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide The Message View window will be automatically removed when the message has been displayed for a short period. Parameter V iew By clicking with the left mouse button on one of the parameter values (that is, on the digits not the abbreviation or[...]

  • Page 14

    Using ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 14 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. Diagra m 12 shows History View graph with[...]

  • Page 15

    Configur ing ipView 15 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide The Summary View window w ill display itself whenev er a summary is received fro m the Nortel Networks Call Center Reporting application, whether ip View is in L ong View or Short View. Diagram 13: Montage of Summary Graphs with ip View in Sho[...]

  • Page 16

    Using ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 16 Diagram 15: Tooltray Menu. Re-play Su mmary 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 [...]

  • Page 17

    Configur ing ipView 17 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Diagra m 17: ip View About Box ! In order for the System Manager to configure your copy of ip View within Norte l Networks Call Center Reporting, they will need to know the IP Address of y our PC. The ip View About box provides a simple and qu[...]

  • Page 18

    Configur ing ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 18 Config uring ipV iew Intr oduction Many of t he prop erties of ip View can be changed or customized, and ip View will remember the settings you have changed and will use these the next it is started. The setting s and op tions are all loca ted[...]

  • Page 19

    Configur ing ipView 19 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide 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 ip View can be viewed eit[...]

  • Page 20

    Configur ing ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 20 You can choose which view you prefer ip View to start up in eac h time ip View is launched. To have ip View start up in the Short View, click the Short View option radio button. To have ip View start up in the Long View , click the Long View o[...]

  • Page 21

    Configur ing ipView 21 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Graphi ng Tab The Graphing Tab is shown below, in Diagram 20. Diagram 20: Configuration – Graphing Tab. Trend Graph Colour s The colours used in the History View trend graph for the Maximum and Minimum portions of the histograms can be defin[...]

  • Page 22

    Configur ing ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 22 Summar y Options Display Rang e Summaries can be configured to show the previous 12 hours or the previous 24 hours. Select ei ther 12 Hour or 24 Hour from the Display Range drop-list. Re-play Duration The most recent summary can be repla ye d [...]

  • Page 23

    Configur ing ipView 23 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide If you select the Sound File option, the Alarm File and Summary File Browse butto ns become act ive. They become i nacti ve if t he Default Bleep option is selected. When the Sound File option is selected the Browse buttons can be used to brow[...]

  • Page 24

    Configur ing ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 24 Echoing Ta b The Echoing Tab is shown below, in Diagram 21. Diagram 21: Configuration – Echoing Tab Data Echoing O ptions The ip View running on one computer can be configured to send any information it receives to other copies of ip View ru[...]

  • Page 25

    Configur ing ipView 25 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide To configure ip View 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.[...]

  • Page 26

    Configur ing ipView Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide Issue 04 26 Index . .WAV sound files, 22, 23 A About ipView, 16, 17 Alarm Sound File, 23 Alarm State, 9, 10, 11, 12, 20, 22 Always On Top, 20 Audible Alert, 4, 9, 22, 23 Audible Alerts - turning off, 22 C Configuration Property Pages, 16, 18 Configuring i[...]

  • Page 27

    Index 27 Issue 04 Nortel Net work s ipView Sof tware W allboard Set Up an d Operat ion Guide System Overview, 3, 4 T TCP/IP protocol, 5, 6 Tip, 9 Tooltray, 15, 22 Tooltray I con, 15 Tooltray Menu, 15, 16 V View Tab, 18, 19[...]