Assessments - 4, GPA: 4.3
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Ericsson Austria AG. All rights reserved. This document contains proprietary information which is protected by copyright. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, or translated into another language, without prior written consent of Ericsson Austria AG. NOTICE The information in this document is subject to change without notice. ERICSSON MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Ericsson shall not be liable for errors contained herein nor for incidental or consequential damages in connection with the furnishing, performance or use of this material. n Microsoft and Microsoft Logos are registered trademarks of Microsoft Corporation. n Windows is a registered trademark of Microsoft Corporation. n Acrobat and Acrobat Reader are registered trademarks of Adobe Systems Inc., USA. All other brand names or product names may be trademarks or registered trademarks of their respective owners and are used here for editorial purposes, with no intention to infringe. Ericsson Austria AG Pottendorfer Strasse 25 - 27 A-1121 Vienna, Austria Telephone: +43-1-81 100-5450 Telefax: +43-1-81 100-5437 BusinessPhone Call Centre Supervisor - Standard EN/LZT BS102 063/S R2C Installation Guide ii :HOFRPHWRWKH%XVLQHVV3KRQH. &DOO&HQWUH6XSHUYLVR. BusinessPhone Call Centre Supervisor is a Windows based application that enables you to efficiently manage and monitor the BusinessPhone Call Centre functions This package supports the following features: ¦ Real Time Views of call handling performance ¦ Historical Reports with flexible and automated report generation ¦ Basic Man Power Planning Module ¦ External Information Display Units supporting multi-line/multi colour on line messaging ¦ Reports ¦ Flexible and efficient management The BusinessPhone Call Centre Supervisor Standard version 2 continuously receives real time call event data from the exchange and monitors, displays and records the activities of the BusinessPhone ACD facility. Data is processed and used to provide a real time display of ACD and Agent resources with up-to-date statistics. All important Call Centre Supervisor functions are User based and thus provide an interface to the user that can be individually set up and controlled to match just the precise needs of the current user. In addition to real time information statistical data is archived at regular intervals, to allow the generation of statistical reports. EN/LZT BS102 063/S R2C BusinessPhone Call Centre Supervisor - Standard iii Installation Guide :HOFRPHWRWKH%XVLQHVV3KRQH&DOO&HQWUH6XSHUYLVRU:HOFRPHWRWKH%XVLQHVV3KRQH&DOO&HQWUH6XSHUYLVRU BusinessPhone Call Centre Supervisor - Standard EN/LZT BS102 063/S R2C Installation Guide iv 7DEOHRI&RQWHQWV7DEOHRI&RQWHQWV :HOFRPHWRWKH%XVLQHVV3KRQH. &DOO&HQWUH6XSHUYLVR. ,QWURGXFWLR. What’s new in Release 2.4............................................................................................. 9 Combined Installation Setup.............................................................................................. 9 Supporting Windows 95, 98 for all versions....................................................................... 9 &'520'HOLYHUHGZLWK&&63DFNDJ. %DVLF+DUGZDUH5HTXLUHPHQW. Exchange Requirements............................................................................................................... 13 Computer Requirements............................................................................................................... 13 %DVLF6RIWZDUH5HTXLUHPHQW. 3&,QVWDOODWLRQ3URFHGXUH. Serial Ports................................................................................................................... 16 Exchange to PC Connection............................................................................................................. 16 Adaptation Unit............................................................................................................. 16 System Printer.............................................................................................................. 16 $SSOLFDWLRQ6RIWZDUH,QVWDOODWLR. Borland Database Engine (DBE) ................................................................................. 17 BusinessPhone Call Centre Supervisor....................................................................... 20 Upgrade Database from CCS V1.x to CCS V2.x............................................................. 24 Restart the System .......................................................................................................... 26 3RVW,QVWDOODWLRQ&RQILJXUDWLR. Database Configuration ............................................................................................... 28 Setting Aliases ...............................