SHORETEL CONFIGURATION GUIDE

Transcription

1 SHORETEL CONFIGURATION GUIDE Updated March 1, 2016

2 Table Of Contents Section 1 ECC Configuration 1.1 Accessing ECC Adding a User Profile for RTA and RTE Configure Chronicall to Receive ECC Data Stream Configure Wallboards to Display Realtime Stats...6

3 Installing Chronicall for ECC Integration. 1. First, install Chronicall with ECC Integration 2. Next, configure ECC to send data stream to Chronicall 3. Next, Chronicall to accept ECC data stream 4 Finally, install configure wallboards Section Access the ECC 1

4 Verify Real-time Adherence (RTA) port, and real time events port defaults are and click on System Parameters > External Interfaces > Event Fee Ports Section Configure RTA and RTE Next, configure event feed user-names and passwords for RTA and RTE Click on system Parameters > External Interfaces > Event Feeds > click New 2

5 You will need to create a user-name and password for RTA and RTE. Please keep the password alpha numeric. You should now have two logins. One for Real-Time Adherence (RTA), and one for Real-Time Events (RTE). In the example below the username is xima_rta. 3

6 Section Configure Chronicall to Receive ECC Data Stream Login to Chronicall and then select system settings > ShoreTel (site 1). You will then need to click on ECC Integration. Next, enter the IP address of your ECC Server, and if have our Agent Realtime software please enter the RTA and RTE Username and password you configured earlier. Click OK, and then Save. After saving it is recommended that you restart the Chronicall service. 4

7 Section Configure Wallboards for Realtime Stats Within Chronicall select Realtime Stats. The following widgets are supported with ECC data: Title Value Widget, Gauge Widget, Text Widget, and Scrolling Marquee. 5

8 Within Chronicall select Realtime Stats. The following widgets are supported with ECC data: Title Value Widget, Gauge Widget, Text Widget, and Scrolling Marquee. 6

9 There are five data types and they are listed below. Depending on the data type you select, the appropriate value option will appear. 1. DNIS Stats 2. Agent Queue Stats 3. Group Stats 4. Daily Group Stats 5. Daily DNIS Stats The values available for each of these data types are below: DNIS Stats Agent Queue Stats Group Stats Message Message Message Max Wait Time Of Abandoned Calls Max Wait Time Of Abandoned Chats Calls In Queue Calls In Queue Above Tasa Average Queue Time Longest Queue Call Start Time Interval Max Queue Time Calls Answered DNIS Number DNIS Name TSF Tasa Version Timestamp Topic Sub Topic DNIS ID Calls Abandoned Interval Time s In Queue Max Wait Time Of Abandoned Calls Max Wait Time Of Abandoned Chats Calls In Queue Calls In Queue Above Tasa Average Queue Time Longest Queue Call Start Time Interval Max Queue Time Calls Answered DNIS Number DNIS Name TSF Tasa Version Timestamp Topic Sub Topic DNIS ID Calls Abandoned Interval Time s In Queue Max Wait Time Of Abandoned Calls Max Wait Time Of Abandoned Chats Calls In Queue Calls In Queue Above Tasa Average Queue Time Longest Queue Call Start Time Interval Max Queue Time Calls Answered DNIS Number DNIS Name TSF Tasa Version Timestamp Topic Sub Topic DNIS ID Calls Abandoned Interval Time s In Queue -continued on next page- 7

10 s In Queue Above Tasa s Answered Average Queue Time Interval Max Queue Time Longest Queue Start Time Chats In Queue Chats In Queue Above Tasa Average Chat Queue Time Longest Queue Chat Start Time Interval Max Chat Queue Time Chats Answered Chats Abandoned s In Queue Above Tasa s Answered Average Queue Time Interval Max Queue Time Longest Queue Start Time Chats In Queue Chats In Queue Above Tasa Average Chat Queue Time Longest Queue Chat Start Time Interval Max Chat Queue Time Chats Answered Chats Abandoned s In Queue Above Tasa s Answered Average Queue Time Interval Max Queue Time Longest Queue Start Time Chats In Queue Chats In Queue Above Tasa Average Chat Queue Time Longest Queue Chat Start Time Interval Max Chat Queue Time Chats Answered Chats Abandoned 8 Copyright Xima Software XIMA