Monitor Application for Panasonic TDA

Transcription

1 Monitor Application for Panasonic TDA MAP Demo Getting Started Version 1.0

2 G3 NOVA Communications SRL 28 Iacob Felix, Sector 1, Bucharest, ROMANIA Phone: G3 NOVA Communications SRL. All rights reserved. The information contained in this manual is based on information available at the time of publication and is subject to change without notice. Accuracy and completeness are not warranted or guaranteed. No part of this manual may be reproduced or transmitted in any form or by any means, including electronic medium or machine-readable form, without the express written permission of G3 NOVA Communications SRL. Brand or product names are trademarks of their respective owners. December 2005

3 Contents MAP OVERVIEW...5 INTRODUCTION...5 WHO CAN USE MAP?...6 MAP KEY FEATURES...6 MAP BENEFITS...6 MAP ARCHITECTURE...6 MAP Components on the same host...7 MAP Components on separate hosts...7 GENERAL FEATURES...8 ACD Groups Information...8 Extension Information...8 Customer Information...8 MONITORING FEATURES...8 Real-time Call Information...8 Performance Graphs...8 Call information storing and retrieval...9 REPORTING FEATURES...9 Call Traffic Activity...9 Reports Filter and export information Pre-defined Report Templates INSTALLING MAP DEMO SERVER...11 INTRODUCTION HOST REQUIREMENTS INSTALLATION PROCEDURE INSTALLING MAP DEMO CLIENT...15 INTRODUCTION HOST REQUIREMENTS INSTALLATION PROCEDURE USING MAP DEMO...19 STARTING MAP DEMO SERVER STARTING MAP DEMO CLIENT... 20

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5 Overview 5 MAP Overview Introduction Monitor Application For Panasonic TDA (MAP) is an End User call management tool that provides: Real-time Call Reporting Historical Craddle to Grave Reporting Call Logging MAP is also an ideal tool for Dealers in monitoring and debugging the initial setup of the telephony environment MAP architecture is based on three software components: MAP Client MAP Server MAP Database NOTE: The MAP Demo installation kit comes with two setup file. The first file that needs to be installed is the MAPServerSetup_Demo.exe. This file installs the MAP Server and the MAP database. The second file, MAPClientSetup_Demo.exe installs the MAP Client Application. The order of installation is: first MAPServerSetup_Demo.exe and then MAPClientSetup_Demo.exe. MAP supports integration with Panasonic TDA PBXs (KX-TDA 50, KX-TDA 100, KX-TDA 200, KX-TDA 600) via CSTA interface. This section covers the following topics: 1. Who Can Use MAP? 2. MAP Key Features 3. MAP Benefits 4. MAP Architecture 5. General Features 6. Monitoring Features 7. Reporting Features

6 6 Overview Who Can Use MAP? Any IT personnel from both small and medium corporations Any manager that is in charge with infrastructure costs management MAP Key Features Unique solution in the market that integrates with TDA Panasonic PBX series (KX-TDA 30, KX-TDA 100, KX-TDA 200, KX-TDA 600) via CSTA interface Multi-Client/ Server architecture built under Windows OS 100% GUI monitoring and reporting features Export reports in portable formats like PDF, Word, Excel, HTML, Lotus, CSV, TSV and XML reports to the desired recipients Designed for 7-days and 24 hours availability MAP Benefits Affordable solution and easy to use interface Increase the efficiency of decision making process Increase the organization flexibility and reduce the operational costs Analyze the call traffic helping IT stuff identify different trends Help the labor cost management Identify frequently dialed numbers Save costs by recognize either unused or faulty extension and CO lines Assess telephone answer times for individuals and groups Track incoming calls via caller ID information MAP Architecture MAP consists of three software components: MAP Client MAP Server MAP Database The components may run all on the same PC, or installed on separate units, as presented in the functional diagrams below. Monitor Application Server Getting Started G3 NOVA Communications SRL

7 Overview 7 MAP Components on the same host MAP Components on separate hosts

8 8 Overview General Features ACD Groups Information MAP collects all the information about the ACD groups defined on TDA PBX. All the past call processing is done according to the information gathered from the TDA PBX. Extension Information MAP collects all the information about the Extensions defined on TDA PBX and their allocation to different ACD groups. All the past call processing is done according to the information gathered from the TDA PBX. Customer Information The MAP Client window that allows user to manage the customer information associated with the associated Caller ID lines. The user can: Add a new Customer and specific Caller ID and/or Caller Name for easy identification of incoming calls Remove an existing Caller Modify the Customer information (i.e. First, Middle, Last Name and Caller ID) Monitoring Features Real-time Call Information MAP presents the following information categories: Status of each extension (idle, in call, etc.) Type of the call (incoming, outgoing, internal) The phone numbers for each party involved in the call MAP manages the following type of counters and timers: Active Counters Cumulative Counters Peak Counters Active Timers Cumulative Timers User has access to real-time counters and timers, such as: Total Incoming Calls (Active Counter) displays the total number of the incoming calls currently being handled by the system Outgoing Calls (Active Counter) displays the number of the outgoing calls currently being handled by the system Monitor Application Server Getting Started G3 NOVA Communications SRL

9 Overview 9 Total Waiting Calls (Active Counter) displays the total number of calls (ACD and Non ACD) that are currently waiting Lost ACD Calls (Cumulative Counter) displays the total number of ACD Calls that have been lost since the beginning of the session Total Incoming Calls (Cumulative Counter) - displays the total number of the incoming calls handled by the system since the beginning of the session Outgoing Calls (Cumulative Counter) Lost Calls (Cumulative Counter) Call Duration (Active Timer) displays the total time spent in the system from the moment the call entered until it exits the system Call Time (Active Timer) the duration of the call current state (the display name is according to the current call state) Talk Time for ACD Calls (Cumulative Timer) - the length of time the call was in conversation and with Agents Waiting Time for ACD Call (Cumulative Timer) - the length of time the call waited in the ACD Queue and rang at Agent Talk Time for Outgoing Call (Cumulative Timer), and more. Performance Graphs MAP presents real-time performance graphs based on the system counters. MAP allows the user to inspect the Extension (Agent), ACD Groups, and System. The user can customize each type of graphs (e.g. chart type, chart title, fonts, colors). Call information storing and retrieval All information regarding the call traffic is stored into MAP Database. The user can inspect the log information. Reporting Features Call Traffic Activity MAP allows the user to easily view the traffic reports based on different criteria, such as: Phone extensions PBX line/ Dialed number Call duration Customer Name Lost calls Incoming calls for ACD

10 10 Overview Queue time Overflow calls No Answered calls Time range Type of the call (incoming, outgoing, internal) Reports The user can View, Print and Drill down on Reports for in-depth analysis using different filter criteria. The reports can be exported in different portable formats like PDF, Word, Excel, HTML, Lotus, CSV, TSV and XML. On every report a personalized logo picture can be set. Filter and export information MAP allows the user to select the desired information to be exported in CSV format for further call analysis using specialized wizard. Pre-defined Report Templates MAP comes with a set of pre-defined report templates for quick generation, as follows: CO Call Report Extension Call Report Lost Calls Report System Report Group Report Agent Report The following attributes can be specified to instantiate the report template: Advanced Filtering using specialized wizard Fields to be included in the report Date Range Selector Report Format Selector Monitor Application Server Getting Started G3 NOVA Communications SRL

11 Installing MAP Server 11 Installing MAP Demo Server Introduction This section covers the following topics: Host Requirements Installation Procedure Host Requirements The minimum requirements for MAP Server Windows host: Operating System Microsoft Windows 2000 Professional (Service Pack 4 and later), Windows XP Professional (Service Pack 1 or Service Pack 2) CPU Pentium III at 850 MHz RAM 512 MB HDD 2 GB free disk space The recommended requirements for MAP Server Windows host: Operating System Microsoft Windows 2000 Professional (Service Pack 4 and later), Windows XP Professional (Service Pack 1 or Service Pack 2) CPU Pentium IV at 2.5 MHz RAM 1 GB HDD 10 GB free disk space

12 12 Installing MAP Server Installation Procedure To install the MAP Server software: 1. Double-click the MAPServerSetup_Demo.exe on the installation CD to start the MAP Server installer application. The MAP Server Install Shield Wizard is displayed 1. Click the Next button. The License Agreement screen will appear 2. Read the License Agreement and if you agree choose Yes Monitor Application Server Getting Started G3 NOVA Communications SRL

13 Installing MAP Server Click the Next button. The Destination Folder screen appears 4. Choose the path you want the MAP Server to be installed in (the default path is C:\Program Files\G3 NOVA Communications\MAP Server) 5. Click the Next button. The wizard starts to install Map Server components.

14 14 Installing MAP Server 6. Finally, the wizard informs you that the installation is completed 7. Press the Finish button to close the install wizard. The MAP Server was successfully installed. Monitor Application Server Getting Started G3 NOVA Communications SRL

15 Installing MAP Server 15 Installing MAP Demo Client Introduction This section covers the following topics: 1. Host Requirements 2. Installation Procedure Host Requirements The minimum requirements for MAP Client Windows host: Operating System Microsoft Windows 2000 Professional (Service Pack 4 and later), Windows XP Professional (Service Pack 1 or Service Pack 2) CPU Pentium III at 500 MHz RAM 256 MB or more HDD 400 MB free disk space The recommended requirements for MAP Client Windows host: Operating System Microsoft Windows 2000 Professional (Service Pack 4 and later), Windows XP Professional (Service Pack 1 or Service Pack 2) CPU Pentium IV at 2 GHz RAM 512 MB HDD 400 MB free disk space Note 1: The installation of MAP Client application can be performed on the same host with MAP Server or on a different machine. Note 2: Multiple MAP Clients can be installed in the company network using the same license provided.

16 16 Installing MAP Client Installation Procedure To install the MAP Client application 1. Double-click the MAPClientSetup_Demo.exe on the installation CD to start the MAP Client installer application. The MAP Client Install Shield Wizard is displayed 2. Click the Next button. The License Agreement screen will appear 3. Read the License Agreement and if you agree choose Yes Monitor Application Server Getting Started G3 NOVA Communications SRL

17 Installing MAP Server Click the Next button. The Destination Folder screen appears 5. Choose the path you want the MAP Client to be installed (the default path is C:\Program Files\G3 NOVA Communications\MAP Client) 6. Click the Next button. The wizard starts to install the MAP Client components 7. Wait until the wizard informs you that the installation is completed

18 18 Installing MAP Client 8. Press the Finish button to close the install wizard 9. Now you have the application installed on your computer and ready to be used. Monitor Application Server Getting Started G3 NOVA Communications SRL

19 Installing MAP Server 19 Using MAP Demo Starting MAP Demo Server Before working with the MAP application (client), the server needs to be started. To start MAP Server: 1. Run MAP Config from Start Programs G3 NOVA Communications MAP MAP Server and click on MAP Config shortcut. The MAP Config Log-In dialog is displayed. 2. The Server Admin password is already specified. Click on OK button to proceed. 3. Go to System Setup pane. Press Restart button and wait until PBX Connection is in Running state, as presented below.

20 20 Installing MAP Client 4. Let MAP Config application open so you can continue to push the Demo Calls button as you please. Starting MAP Demo Client To start MAP Client: 1. Run MAP Client from Start Programs G3 NOVA Communications MAP MAP Client. If you are running MAP for the first time, the Server Location dialog will display in order to connect to the desired MAP Server. Let it to the default value: localhost. 2. If you are not running MAP for the first time, The MAP Log-In dialog will be displayed: 3. The System Manager password is already specified. Monitor Application Server Getting Started G3 NOVA Communications SRL

21 Installing MAP Server After you logged-in with MAP, the main window opens with all counters set to zero. You can see below an example picture. 5. Go to MAP Config and click on Demo Calls button. The PBX simulation started and it generates 40 calls at a time. You can generate multiple simulation sessions. 6. Go to MAP Client and observe the calls that are monitored. 7. The call information is stored in MAP Database. You can also inspect the call history log and generate call reports.

22 22 Installing MAP Client MAP Client Working with the ACD Monitor Window To access the Monitor Application window click on the ACD Monitor button from the Views>ACD window, or choose from the main menu View>Go to>acd> ACD Monitor: Inside the ACD Monitor system you can see a tree view icons that provide you with an easy understanding of the real-time call handling status in the system. ACD System provides real-time monitoring of calls being handled by the system ACD Group provides real-time monitoring of calls being handled by the selected Group ACD Agent provides real-time monitoring of calls being handled by the selected Agent Queue provides real-time monitoring of calls currently waiting in the ACD Queue. After you click on the Demo Calls Button (from MAP Config) you can see that all Agents from Demo Calls Group 1 and Demo Calls Group 2 are receiving calls. Monitor Application Server Getting Started G3 NOVA Communications SRL

23 Installing MAP Server 23 To better understand how ACD Monitor System works follow the next steps: 1. Inside the tree click on the Agent 101. You will see two cumulative timers for the Agent: Busy Time Average Talk Time for ACD Calls

24 24 Installing MAP Client 2. Inside the tree, click on a call. You will see two Active Timers for the call: Call Duration Call Time Inside the Monitor Counters Bar you can also see the name of the customer. Adding Counters To add a counter to the right side of the ACD Monitoring window click on the icon in the upper-right corner of a counter and the new counter will appear behind that counter or select the Layout button. To configure a particular counter click on the icon in the upper-right corner of that counter. You can now choose the desired counter from numerous Counters and Timers Monitor Application Server Getting Started G3 NOVA Communications SRL

25 Installing MAP Server 25 Looking at Performance Graphs To access the Performance Graphs window click on the Performance Graphs button in Views>ACD window or choose from the main menu View>Go to>acd>performance Graphs Inside the Performance graphs window you can see four predefined performance graphs that show you real time information and statistics about the system activity and more. 1. The Agents Status graph This graph shows you real time information about Agents Activity: if the Agent is on Break, if the Agent is busy handling a call, etc.

26 26 Installing MAP Client 2. The Agents Comparison graph. This graph allows you to compare the Agents activity and performance. You can see the percentage of time the Agents spent in each status (Idle, Busy, Wrap-up, Break) 3. The System Call Type Evolution graph This graph shows you information about the percentages of call types the system handled(both incoming and outgoing) Monitor Application Server Getting Started G3 NOVA Communications SRL

27 Installing MAP Server The Demo Calls Group 1 graph For the group Demo Calls Group 1 this graph shows you the peak values of the incoming calls and their status.

28 28 Installing MAP Client Creating and Viewing ACD Reports To access the ACD Reports window click on the ACD Reports button in the Views>ACD window, or from the main menu View>Go to>acd>acd Reports. Inside the ACD Reports window you have 6 predefined Reports: CO Call Report Extension Call Report Lost Calls Report System Report Group Report Agent Report Monitor Application Server Getting Started G3 NOVA Communications SRL

29 Installing MAP Server 29 In this Demo you also have 7 samples Reports witch were included for better understanding. The following Reports were generated using the Filtering feature. See below an example: To be able to print a report you must first specify your printer in the Print at field.

30 30 Installing MAP Client 1. Sample: G3 Admin & G3 DOC Lost Calls This report shows you the distribution of lost calls; the information is grouped by Waiting Time. Monitor Application Server Getting Started G3 NOVA Communications SRL

31 Installing MAP Server Sample: G3 Customer Service Report This report shows you detailed information about the calls for the G3 Customer Service group: call date and time, trunk number used for that call, Caller ID, the Customer Name and more.

32 32 Installing MAP Client 3. Sample: Outgoing Calls This report shows you detailed information about the outgoing calls: call date and time, trunk number used for that call, the extension number that made the call, the dialed number and more. Monitor Application Server Getting Started G3 NOVA Communications SRL

33 Installing MAP Server Sample: CO Calls by Hour This report shows you information about all the calls from all CO trunks. The pie chart shows you the distribution of calls depending on call type. The time division is hour the information is grouped and displayed by hour, on the given time interval.

34 34 Installing MAP Client 5. Sample: Lost Calls, wait > 1 min This report shows you information about all the lost calls that waited more than one minute. You can see: call date and time, trunk number used for that call, the wait time, the Customer Name and more. Monitor Application Server Getting Started G3 NOVA Communications SRL

35 Installing MAP Server Sample: Tech Support Agents Activity This report shows you, for the Tech Support Group a summary of the group s activity. You can see the total number of incoming calls, the total number of answered calls, the total busy time for the group s Agents and more.

36 36 Installing MAP Client 7. Sample: Hold Time > 2 min This report shows you information about all the calls that were on hold more than two minutes. You can see: call date and time, trunk number used for that call, customer name, the extension number that handled the call and more. Monitor Application Server Getting Started G3 NOVA Communications SRL

37 Installing MAP Server 37 Checking the Call Log To view call log information click the Call Log button in the Views>ACD window, or from the main menu View>Go to>acd>call Log. You have two options here: CO Based a list of call log information based on Customer data.

38 38 Installing MAP Client Agent Based - a list of call log information based on the Agent data. Monitor Application Server Getting Started G3 NOVA Communications SRL

39 Installing MAP Server 39 Checking the Agent Log This tool allows you to see all log-in/log-out information for the Agents. To access the Agent Log window click on the Agent Log button from the Views>ACD window, or choose from the main menu View>Go to>acd>agent Log For a logged-in Agent the Logout Date/Time filed is Not Logged Out.

40 40 Installing MAP Client Product Support G3 NOVA Communications tech support specialists are always available to answer your questions regarding MAP at: US toll free: Sales: Support: Monitor Application Server Getting Started G3 NOVA Communications SRL