RELEASE NOTES. ShoreWare Contact Center Release Notes RELEASE 5.1

Transcription

1 RELEASE NOTES ShoreWare Contact Center Release Notes RELEASE 5.1

2 Document and Software Copyrights Copyright ShoreTel, Inc. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damages (including consequential) caused by reliance on the materials presented. Trademarks ShoreCare, ShoreWare, and ShoreGear are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShoreTel, ShorePhone, Office Anywhere, and ShoreTel Smart are trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Patents ShoreTel s products are covered by one or more of the following patents: United States Patent 6,996,059, United States Patent 7,003,091, and United States Patent 7,167,486. ShoreTel, Inc. All rights reserved. Version Information ShoreWare Contact Center Release Notes Release 5.1 Part Number: Version: RN_51_ Company Information ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California USA (fax)

3 Table of Contents Chapter 1 Redesigned Application Icons Chapter 2 New and Changed Features for Administrators Upgrading to Contact Center Upgrading Enterprise Contact Center Chat Upgrading Enterprise Contact Center Web Callback Centralized Installation and Upgrade for Supervisor Applications and Agent Toolbar Controlling Client Connections to the Server Support for the Windows Server Exporting Historical Reports to PDF by Installing the Ghostscript Component Redesigned CCS and GCCS Administration Icons Languages for Prompts Event Interface for Third-Party Real Time Adherence Application Customizable Caller ID for Campaigns Support for SQL Stored Procedures Using SQL Stored Procedures in a GCCS Script Using SQL Stored Procedures in a Dial List Additional Options for Music in Queue Audible Alerts in Agent Manager Account Outgoing Parameters No Longer Needed Group Numbers No Longer Used to Identify Groups Chapter 3 New and Changed Features for Supervisors Audible Alerts Advanced Wrap Up Activity Reports CLID Column Added to Historical Dial List Reports Export Historical Reports to PDF Export File Formats for Historical Reports Automatically Historical Reports Group Numbers No Longer Used in Reports New Icons for the Graphical Agents Report Chapter 4 New and Changed Features for Agents Redesigned Icons for Agent Toolbar Contact Center 5.1 3

4 Release Notes Table of Contents 4

5 C H A P T E R1 Redesigned Application Icons The desktop icons for each ShoreWare Contact Center 5.1 application has been redesigned. The new icons are: Application New Icon Old Icon Contact Center Director Agent Manager Contact Center Reports Agent Toolbar Wallboard Director Console License Viewer Window Viewer Contact Center 5.1 5

6 Release Notes Chapter 1: Redesigned Application Icons 6

7 C H A P T E R2 New and Changed Features for Administrators Upgrading to Contact Center 5.1 Upgrading to Contact Center 5.1 is similar to previous upgrades. However, there are a few things you need to be aware of: You can only upgrade to Contact Center 5.1 from version 5.0. If you are currently running a previous version of Contact Center, you must first install Contact Center 5.0, and then upgrade to version 5.1. You must manually backup and then reinstall any custom files you have saved in the ShoreWare Contact Center Directory (such as reports, IVR prompts, and databases). These files are deleted during the upgrade process. If you plan to upgrade Contact Center supervisor applications using the centralized method, Java 6 or higher must be installed on supervisor PCs (see the section Centraled Installation and Upgrade for Supervisor Applications and Agent Toolbar below for details). Windows 2008 support for ShoreTel Contact Center is now available for existing Contact Center systems. This means that if you are runnning Contact Center on Windows 2003, you can now upgrade to Windows However, if you are running ShoreTel on a remote server, you do need to uninstall ShoreTel before upgrading to Windows 2008, and then reinstall ShoreTel. Refer to the ShoreTel Planning and Installation guide for specific instructions. Upgrading Enterprise Contact Center Chat The Enterprise version of Contact Center includes a Chat Toolkit. The Chat Toolkit provides a browser for handling chat contacts, scripts, applets, and HTML templates the enable chat and web call-back capabilities. Chat sessions are initiated through requests coming from a chat web browser. The customer clicks a Chat button on their page to open a window while waiting for an agent to respond. A chat browser opens at the agent end, allowing agents to start the chat session. To upgrade to Enterprise Contact Center Chat 5.1: Step 1 Backup Chat Toolkit 5.0 by copying the ECCChat folder in the webapps directory on the chat server. Step 2 Copy the 5.1 ECCChat.war file, from the Chat Toolkit folder on the ShoreTel Contact Center 5.1 Solution Installation CD, to the Tomcat webapps directory on the chat server. Contact Center 5.1 7

8 Release Notes Chapter 2: New and Changed Features for Administrators The file is automatically decompressed by the Tomcat server and creates the ECC Chat folder in the webapps directory. Step 3 Update the web.xml file (using a text editor) by changing the parameter value for the parameter name ECCServerName to the valid host name or IP address of the Contact Center server. The host name must be a fully qualified domain name (FQDN). The web.xml file controls web application connectivity with Contact Center and displays the Java log window on the server for troubleshooting. It can be found in the root:\apache Software Foundation\Tomcat\webapps\ECCChat\WEB-INF directory. Step 4 Copy the 5.0 version of the chat.css file from your backup location to the ECC Chat folder in the webapps directory. This file defines the visual layout of the chat. Step 5 Copy the 5.0 version of the HTML templates (chat.html and any other custom html pages) from your backup location to the ECCChat folder in the webapps directory. These files specify the look and feel of the chat browser. Step 6 Verify that the chat server is communicating with the Contact Center server by launching the CC Console on the ECC server. If the Chat LED has a green color, a valid connection between the ECC server and the Tomcat server exists. Upgrading Enterprise Contact Center Web Callback When upgrading from a previous version of ShoreTel Contact Center to version 5.1, you also need to upgrade Enterprise Contact Center Web Callback. To upgrade to Enterprise Contact Center Web Callback 5.1: Step 1 Backup Chat Toolkit 5.0 by copying the WebCallback folder in the webapps directory on the chat server. Step 2 Copy the 5.1 WebCallback.war file, from the Chat Toolkit folder on the ShoreTel Contact Center 5.1 Solution Installation CD, to the Tomcat webapps directory on the chat server. The file is automatically decompressed by the Tomcat server and creates the WebCallback folder in the webapps directory. Step 3 Update the web.xml file (using a text editor) by changing the parameter value for the parameter name ECCServerName, to the valid host name or IP address of the Contact Center server. The host name must be a fully qualified domain name (FQDN). The web.xml file controls web application connectivity with Contact Center and displays the Java log window on the server for troubleshooting. It can be found in the root:\apache Software Foundation\Tomcat\webapps\WebCallbck\WEB-INF directory. Step 4 Copy the 5.0 version of the chat.css file from your backup location to the WebCallback folder in the webapps directory. 8

9 Chapter 2: New and Changed Features for Administrators Release Notes This file defines the visual layout of the chat. Step 5 Copy the 5.0 version of the HTML templates (webcallback.html and any other custom html pages) from your backup location to the WebCallback folder in the webapps directory. These files specify the look and feel of the chat browser. Step 6 Verify that the chat server is communicating with the Contact Center server by launching the CC Console on the ECC server. If the Chat LED has a green color, a valid connection between the ECC server and the Tomcat server exists. Centralized Installation and Upgrade for Supervisor Applications and Agent Toolbar This version of ShoreWare Contact Center 5.1 introduces a centralized installation and upgrade for the supervisor applications and Agent Toolbar, simplifying deployments and reducing administrative costs. Previously, these applications had to be installed and upgraded on each individual supervisor and agent machine. Now, using the Microsoft Installer (MSI), installation and upgrades are pushed from the server to all computers in your call center. You must have Java installed on your supervisor machines for the Contact Center Supervisor applications to work after a centralized installation or upgrade. Network connectivity is required during this process. Controlling Client Connections to the Server Starting with this release of ShoreWare Contact Center 5.1, you can control the client versions that connect to your server. This features makes it possible to both force client upgrades, and allows you to upgrade your server to newer versions of ShoreWare Contact Center without having to upgrade your client applications. Please refer to the release notes of upcoming new releases to confirm if a client upgrade is required. To control client connects to the Contact Center server: Step 1 From Contact Center Director, select the System entity, then click the Misc. tab. Step 2 Uncheck the option in the Client Connections area to force client upgrade. Check the option to allow older versions of the client to connect to the server. Step 3 Click Save. Contact Center 5.1 9

10 Release Notes Chapter 2: New and Changed Features for Administrators Support for the Windows Server 2008 The Windows Server 2008 version x86 (32-bit) operating system (OS) is supported in ShoreWare Contact Center 5.1. You can run this OS on your Contact Center server, taking advantage of the Windows 2008 Server features. Exporting Historical Reports to PDF by Installing the Ghostscript Component Supervisors can now export historical reports to the PDF format. However, this feature is only available if the freeware component Ghostscript, an interpreter for the PostScript language and for PDF, has been installed on your Contact Center server and the supervisor s machine. The use of Ghostscript is subject to the terms and conditions of the GNU General Public License (GPL). You should read the GPL before installing Ghostscript. A copy of the GPL is available on the GNU Project web site (at To install Ghostscript: Step 1 Download and run the most recent version of the ghostscript executable file (for example gs864w32.exe). The ghostscript executable file can be found at the Sourceforge.net Web site. Point your browser to Click on the most recent Ghostscript release. In the Summary description on the page displayed, click on the link provided for more information. A window opens with a list of downloadable files. Click on the link for the executable (for example gs864w32.exe). In the Security window, click on Run. Step 2 In the Self-Extractor window, click Setup. Step 3 In the Setup window, you can change the default installation directory and other options. Then click Install. Step 4 From the Windows Printers and Faxes window (Settings > Control Panel > Printers and Faxes), choose File > Add Printer. Step 5 Using the Add Printer Wizard, select the Local Printer Attached to this Computer option. 10

11 Chapter 2: New and Changed Features for Administrators Release Notes Step 6 Then select the port FILE: (Print to File). Step 7 In the Install Printer Software window, click Have Disk. In the resulting window, click Browse to locate and select the ghostpdf.inf file. The default location of the ghostscript.inf file is C:\Program Files\gs\[version]\lib. Contact Center

12 Release Notes Chapter 2: New and Changed Features for Administrators Step 8 Click Open, and then OK. The Ghostscript PDF printer is displayed in the Printers list. Then click Next. Step 9 In the Name Your Printer window, enter Sybase Datawindow PS in the Printer Name field. You must enter this printer name exactly as indicated or the feature will not work. Step 10Finish using the Add Printer Wizard, selecting the appropriate options. The Sybase Datawindow printer appears in the Windows Printers and Faxes window 12

13 Chapter 2: New and Changed Features for Administrators Release Notes. Redesigned CCS and GCCS Administration Icons The icons for the Call Control Script (CCS) Administration tool and the Graphical Call Control Script (GCCS) Administration tool have been redesigned. These icons are: Feature New Icon Old Icon Call Control Script Administration Graphical Call Control Script Administration Languages for Prompts The supported languages for ShoreWare Contact Center 5.1 prompts are: Arabic (UAE) English (GB) English (US) French German Italian Contact Center

14 Release Notes Chapter 2: New and Changed Features for Administrators Spanish (Castilian) Spanish (Mexico) Swedish The following languages are no longer supported: Hebrew Russian Using Contact Center Director s System > Misc. tab, the default language for system prompts can be specified. If your system includes interactive voice response (IVR) with the ability for callers to choose a prompt language, you can also select the languages to be used. Event Interface for Third-Party Real Time Adherence Application ShoreWare Contact Center 5.1 provides a real time event feed that may be used by thirdparty Real Time Adherence (RTA) applications that subscribe to the event feeds. Through the implementation of an API, ShoreWare Contact Center 5.1 provides information on agent activity in the form of an JSON event feed. This feature is enabled through a license. The license only enables the use of the interface for applications built using the API. If you want to develop an application using this event feed API, you need to be a member of the ShoreTel Developer Network to receive documentation and support on using the API. Once you have acquired the license, the number of RTA connections you have must be specified in Contact Center Director > System entity > Management tab >Licensing tab >Number of RTA Connections field. The application that is subscribing to the event feeds must be configured with both the port connection and event feed properties. To configure ShoreWare Contact Center 5.1 for integration with an RTA: Step 1 From Contact Center Director, select the System entity. Step 2 Click the Interfaces tab, and then click the Event Feeds tab. Step 3 In the Port Properties field, fill in the port number to use for incoming connections. This must be the port number of the ECC server. Step 4 Click New. 14

15 Chapter 2: New and Changed Features for Administrators Release Notes Step 5 In the Event Feed Properties area, specify the following information: Connection Type. Currently only the Real-Time Adherence (RTA) connection type is supported. Username. The username required by the RTA application to connect to the ECC server. Password. The password required by the RTA application to connect to the ECC server. Description. A description of the event feed. Step 6 Click Save. You can also use the Event Feeds tab to edit and delete event feeds. Customizable Caller ID for Campaigns Dial lists are sets of telephone numbers that are automatically dialed and routed to agents, and are commonly used for campaigns. In ShoreWare Contact Center 5.1, you can now customize the Caller ID (CLID) number used by a dial list for outbound campaigns. This number is displayed to the customer as the Caller ID. Note: Only specific types of trunks (for example PRI in North American and E1 in Europe) allow you to customize the CLID. Ensure that you have the right trunk before implementing this feature. You also need to be using ShoreTel 9.1 and above. To customize a dial list caller ID: Step 1 From Contact Center Director, select the Dial List entity. Step 2 Click the Details tab. Step 3 In the Campaign CLID field, enter the Caller ID number you want used for the campaign. Contact Center

16 Release Notes Chapter 2: New and Changed Features for Administrators The system uses this number, when making outbound calls from the dial list, as the originating number of the call. Support for SQL Stored Procedures ShoreWare Contact Center 5.1 now provides support for invoking SQL stored procedures calls from within GCCS scripts or as part of the outbound dial list configuration. SQL SELECT, UPDATE, INSERT, and DELETE statements continue to be supported. Note: Only databases that support stored procedures and have a Windows ODBC driver can be used with this feature. These include Microsoft SQL Server Oracle Sybase MySQL DB2 Databases that do not have support for stored procedures and a Windows ODBC driver, such as Microsoft Access, Microsoft Excel, dbase, and Foxbase/FoxPro, are not supported. To create a predefined SQL statement using a stored procedure: Step 1 From Contact Center Director, select the System entity. Step 2 Click the Predefined SQL tab, then click New. Step 3 Specify a name for the SQL statement, and then select Stored Procedure from the Type of Predefined SQL drop-down menu. 16

17 Chapter 2: New and Changed Features for Administrators Release Notes Step 4 Specify a name to identify the stored procedure in the Stored Procedure Name field. Step 5 Define the stored procedure argument by clicking Add and specifying the following elements: Index. The order of the parameter. This order can be changed by selecting the argument and using the Move Up or Move Down buttons. Data Type. The format of the data returned from database. The selected data type does not have to match the data type defined in the database; Contact Center can convert one data type into another. In/Out. The input/output type of the stored procedure. The selected input/ output type must match the type defined in the database. Assigned To. The type of field from which the input and output values is to be taken from, or stored, respectively. CP Field/Constant. If the Assigned To value is CP Field, identify the name of the call profile field used to provide and store the input/output values, by clicking on the box. From the Add CP Field window, select the field and click OK. Contact Center

18 Release Notes Chapter 2: New and Changed Features for Administrators If the Assigned To value is Constant, identify the value of the field used to provide and store the input/output values. The Stored Procedure Statement field shows the stored procedure as defined by the arguments you have specified. Step 6 Click Save. You can also use the Predefined SQL tab to edit and delete SQL statements. Note: If you have the GCCS Administration tool open, it must be restarted before it can use the new statement. Using SQL Stored Procedures in a GCCS Script In the GCCS tool, stored procedures can be used in the SQL Execute action. To use a stored procedure in a GCCS script: Step 1 From the GCCS Administration tool, select or create a script using a SQL Execute action. Step 2 Select the SQL Execute icon in the Action area of the tool. Step 3 In the Properties for SQL Execute area, specify the Query Name, Connection Name and Execution Timeout, and the number of records to be handled. Step 4 Click Predefined Queries. From the Predefined SQL Statements window, select the SQL statement with a stored procedure that you want to use. These statements are created in the Predefined SQL tab of the Contact Director System entity. 18

19 Chapter 2: New and Changed Features for Administrators Release Notes Step 5 Click Select. Step 6 You can test the query by clicking Test. Using SQL Stored Procedures in a Dial List In dial lists, you can use stored procedures in SQL statements that query the database for the set of numbers to be dialed, verify that numbers are still valid, and update the database with call results. Contact Center Director now provides the functionality to create, manage, and use predefined SQL statements using stored procedures. To use a stored procedure in a dial list: Step 1 From Contact Center Director, select the Dial Lists entity. Step 2 If you want to use the statement to query the database, click the Input tab; click the Output tab to use the statement to update the database with call results. Step 3 For the specific SQL query, click Predefined SQL. Use the resulting window to select the SQL statement you want to use. These statements are created in the Predefined SQL tab of the System entity. Contact Center

20 Release Notes Chapter 2: New and Changed Features for Administrators Additional Options for Music in Queue This release of ShoreWare Contact Center 5.1 increases the system, and specific service, options for music in queue. In addition to a CC script, you can now choose to play streaming music when a call is in queue. Before you can choose a music stream option, it must be configured in Contact Center Director. To configure the Contact Center music stream options: Step 1 From Contact Center Director, select the System entity. Step 2 Click the Music Streams tab. Step 3 Click New. Step 4 From the Music Stream area, specify the music stream name, identify the WAVE file to play, and select the appropriate stream type option. 20

21 Chapter 2: New and Changed Features for Administrators Release Notes These options are: System-Wide: The audio stream is continuous. When callers enter the queue, they hear the audio at that position in time. Per-Call: The audio stream starts from the beginning for each call in queue, and then plays continuously. A caller hears the audio from the beginning when they first enter the queue; if they reenter the queue they hear the audio at that position in time. Per-Caller: The audio stream starts from the beginning for each call in the queue, and then pauses when the call leaves the queue. A caller hears the audio from the beginning when they first enter the queue; if they reenter the queue they hear the audio at the point where they left off. Play Prompt: The audio stream starts from the beginning for each call in the queue. A caller hears the audio from the beginning when they first enter the queue; if they reenter the queue they hear the audio from the beginning again. To choose the system s music option: Step 1 From Contact Center Director, select the System entity. Step 2 Click the Misc. tab. Step 3 From the Services Setting area, select the appropriate option from the Music Source drop-down menu. These options are: CC Script: The call is connected to an IVR port and performs the actions indicated in the selected CC Script. The script would typically have a play action pointing to the WAV file that has the music. Music Stream: The call is connected to streaming music. Silence: No music is played. Step 4 If you have selected the either the CC Script or Music Stream options, choose the specific script to be played from the adjoining drop-down menu. If the music stream drop-down menu is empty, you need to first configure the stream, as explained above. To choose a specific service s music option: Step 1 From Contact Center Director, select the Services entity. Step 2 Click the Details tab. Step 3 From the Music Source drop-down menu, select the appropriate option. These options are the same as in the System entity, Misc. tab, as described above. Contact Center

22 Release Notes Chapter 2: New and Changed Features for Administrators Step 4 If you have selected the CC Script or Music Stream options, choose the specific script to be played from the adjoining drop-down menu. If the music stream drop-down menu is empty, you need to first configure the stream, as explained above. Audible Alerts in Agent Manager Contact Center 5.1 introduces audible alerts, in addition to the existing visual alert feature, for supervisors using Agent Manager. These alerts are triggered when pre-configured thresholds are reached or exceeded. In order to use the audible alert feature, you must first define your audible alerts and then assign an alert to your supervisor(s) using Contact Center Director. To define audible alerts: Step 1 From Contact Center Director, select the System entity. Step 2 Click the Management tab, and then the Alerts tab. Step 3 To create a new audible alert, click New. You can create whole series of alerts for specific purposes. Step 4 In the Alert area of the window, specify a name for the alert and select the appropriate options. These options are: Alert on Change to Red/Yellow State. Check the threshold state you want to trigger the audible alert. Thresholds are set in Contact Center Director Entities > Groups > Thresholds tab. Source. The alert can either be a system beep or sound from a WAV file. Two default files are used as the audible alerts, warning.wav and alarm.wav. These files are located on the supervisor s machine in ShoreTel\Contact Center\Supervisor\Bin. If the configured source is a WAV file, when the threshold level meets or exceeds the yellow level, the sound in the warning.wav file is used. The alarm.wav file sounds when the threshold level meets or exceeds the red 22

23 Chapter 2: New and Changed Features for Administrators Release Notes level. Custom alerts can be used by recording or using an existing WAV file. These custom sounds must be saved in the ShoreTel\Contact Center\Supervisor\Bin directory, with the filenames custom_warning.wav and custom_alarm.wav, respectively. Play. The number of times the sound will play. The sound can play once, loop continuously, play once during an interval, or loop continuously during an interval. Maximum Duration. The maximum length of time, in seconds, an alert will sound. If the selected file is shorter than the maximum duration, and the Play option is Loop, the file will repeat up to the duration. If the file is longer, it will only play up to the duration. Interval. The number of times the sound will play in an interval. If the selected file is shorter than the interval, and the Play option is Once with Interval, at the start of each interval the sound will play once. If the file is shorter than the interval, and the Play option is Loop with Interval, the sound will play up to the interval and then start over. Step 5 Click Save. You can also use the Alerts tab to edit and delete audible alerts. To assign an audible alert to a supervisor: Step 1 From Contact Center Director, select the Supervisors entity. Step 2 From the Name list, select the supervisor you want to assign the alert to. Step 3 From the Details tab, select the alert from the Alert Type drop-down menu. Step 4 Click Save. Account Outgoing Parameters No Longer Needed The ShoreWare Contact Center 5.1 installation process no longer requires the definition of your local SMTP server. As a result, you no longer need to configure the outgoing parameters for accounts in Contact Center Director, and the Mail Accounts > Outgoing tab has been removed from the application. Contact Center

24 Release Notes Chapter 2: New and Changed Features for Administrators Group Numbers No Longer Used to Identify Groups Group numbers are no longer being used to identify groups in real-time reports. This means that for supervisors, the Group No. column will no longer appear on group reports which are newly created. However, if the group report already existed before upgrading to Contact Center 5.1, the Group No. column will continue to be displayed. In Contact Center Director, this change is reflected on the Details tab of the Groups entity. The Number option is no longer available, and a number is no longer associated with a group name in the list of available groups. In addition, you are no longer required to specify a number when creating a new group. 24

25 C H A P T E R3 New and Changed Features for Supervisors Audible Alerts Previously, when data in a real-time group report reached or exceeded a threshold, the data was highlighted by color. Now in addition to a visual indicator, an audible alert is available. This alert can either be a system beep or a sound from a WAV file; can play once or continuously for a specified period of time. In order to use this feature, your system must be configured for audible alerts. Check with your system administrator if you have questions about using or implementing audible alerts. ShoreWare Agent Manager provides two default files used as the audible alerts, warning.wav and alarm.wav. When data nears a threshold, the sound in the warning.wav file is used. The alarm.wav file sounds when a threshold is exceeded. You can use custom alerts by recording or using an existing WAV file. Save your custom sounds in the Supervisor\Bin folder of your Contact Center directory with the filename custom_warning.wav and custom_alarm.wav. Advanced Wrap Up Activity Reports Contact Center Reports now includes advanced historical reports on wrap-up activities. These new reports are: 6.3 Wrap-Up Code Report By Interval. Provides information on agent (all agents in all groups) wrap-up activity by code, over date and time ranges. 6.4 Wrap-Up Code Report By Date. Identifies agent (all agents in all groups) wrap-up activity by code, for date and time data points. 6.5 Group Wrap-Up Code Report By Interval. Returns data about the wrap-up activity, by code, of agents in a specific group over date and time ranges. 6.6 Group Wrap-Up Code Report By Date. Provides information on the wrap-up activity, by code, of agents in a specific group for selected dates and times. 6.7 Agent Wrap-Up Code Report By Interval. Shows the wrap-up activity of a specific agent (in all groups), by code, over date and time ranges. 6.8 Agent Wrap-Up Code Report By Date. Identifies the wrap-up activity of a specific agent (in all groups), by code, for date and time data points. Contact Center

26 Release Notes Chapter 3: New and Changed Features for Supervisors 6.9 Agent Group Wrap-Up Code Report By Interval. Returns data on the wrap-up activity, by code, of a specific agent in a single group over date and time ranges Agent Group Wrap-Up Code Report By Date. Provides information on the wrapup activity, by code, of a specific agent in a single group for specific dates and times. CLID Column Added to Historical Dial List Reports In ShoreWare Contact Center 5.1, the Caller ID (CLID) number used by a dial list for outbound campaigns can now be customized. Historical reports on dial lists now include data on the Caller ID in the CLID column. These reports are: Dial List by Date (report #19.3) Dial List Calls by Date (report #19.4) Dial List Calls Status by Date (report #19.6) Contact your administrator for information on customizing a dial list CLID. Export Historical Reports to PDF You can now export ShoreWare Contact Center 5.1 historical reports to PDF format. Having reports in PDF makes it easier to distribute and share the content, while maintaining the look and structure of the data. Reports can be exported to PDF from both the Contact Center Reports Main window and Automatic Reports window. This feature is only available if your administrator has first installed a required component for your system, as described in Chapter 2 of these release notes (see the section Exporting Historical Reports to PDF by Installing the Ghostscript Component). If you are unable to export reports to PDF, contact your administrator. To export a report to PDF from the Main window: Step 1 In Contact Center Reports, generate the report you want to export. Step 2 From the File menu, click Export Report Content. You can also click the Export icon on the Toolbar. Step 3 Use the Choose a File Name window to specify the location, name, and type of the report. For PDF format, select Portable Document Format (.PDF) from the Save As Type drop-down menu. 26

27 Chapter 3: New and Changed Features for Supervisors Release Notes Step 4 From the Report Export window, confirm the name, location, and format of the report. Then click Export Data. The report is saved in PDF, with the name and in the location you specified. To export a report to PDF from the Automatic Reports window: Step 1 In Contact Center Reports, from the Report menu, click Schedule. Step 2 Use the Schedule tab of the Automatic Reports window to specify the schedule details. Step 3 In the Destination tab of the Automatic Reports window, click the File option and then specify the information about the file destination. Step 4 From the Format Type drop-down menu, select Portable Document Format (.PDF). Step 5 Fill in the rest of the applicable information in the Destination tab and then click OK. The report will be automatically generated in PDF, with the name, location, and options you specified. Contact Center

28 Release Notes Chapter 3: New and Changed Features for Supervisors Export File Formats for Historical Reports The supported export file formats for ShoreWare Contact Center 5.1 historical reports are: Comma-Separated Values (.CSV) Enhanced Metafile Format (.EMF) Microsoft Excel (.XLS) Portable Document Format (.PDF) SQL Syntax (.SQL) Text with HTML Formatting (.HTM) The following export file formats are no longer supported: dbase format (.DBF) Data Interchange Format (.DIF) Powersoft Report format (.PSR) Microsoft Multiplan format(.slk) Tab-separated columns (.TXT) Lotus format (.WKS) Windows Metafile format (.WMF) Existing historical reports scheduled to be exported into the WMF format will be automatically converted to Enhanced Metafile Format (.EMF); all other non-supported file formats will be converted to the Comma-Separated Values (.CSV) format. Automatically Historical Reports A scheduled report can now be automatically sent as an attachment. To automatically a report: Step 1 In Contact Center Reports, from the Report menu, click Schedule. Step 2 Use the Schedule tab of the Automatic Reports window to specify the schedule details. Step 3 In the Destination tab of the Automatic Reports window, click the File option and then specify the Destination, Format, and File Name Manipulation options. Step 4 From the area, check Report. Then select the appropriate options. 28

29 Chapter 3: New and Changed Features for Supervisors Release Notes These options are: Delete File After Sending. After the is sent, the report file is automatically deleted from your machine. To. The address(es) the report is to be sent to. From. The address the report will be sent from. Subject. The subject of the . Append Date/Time. Appends the date and time of the to the subject line. Format. The date and/or time in the format selected. Append Report Name. Appends the report name to the subject line. Resulting Subject Text. Displays the subject line of the based on the specified options. Step 5 Click OK. The report will be automatically generated and sent as an attachment with the options you specified. Group Numbers No Longer Used in Reports Group numbers are no longer being used to identify groups in reports. This means that the Group No. column will no longer be available as a column choice when creating a new report. For existing reports with a Group No. column, the group number appears for existing groups, or the letter "g" followed by a number for any groups added after the upgrade. Contact Center

30 Release Notes Chapter 3: New and Changed Features for Supervisors New Icons for the Graphical Agents Report The Graphical Agents report shows the current status of each extension for a specific group. This report allows you to locate the extensions in accordance to their physical location. The activity is represented by icons; new icons have been added and old icons have been redesigned. The new icons are: Agent State New/Redesigned Icon Old Icon Available alerting chat Available alerting Available alerting non-acd Available alerting voice Available idle Busy idle Busy inbound chat Busy inbound Busy inbound non-acd 30

31 Chapter 3: New and Changed Features for Supervisors Release Notes Busy inbound voice Busy outbound non-acd Busy outbound voice Busy wrapup Logout idle Release idle Release inbound non-acd Release outbound non-acd Split voice Unknown idle Contact Center

32 Release Notes Chapter 3: New and Changed Features for Supervisors 32

33 C H A P T E R4 New and Changed Features for Agents Redesigned Icons for Agent Toolbar Agent Toolbar has several redesigned icons to make it easier to select the appropriate icon from the Toolbar for the action you want to take. These icons are: Feature New Icon Old Icon Setup Telephone Manager Call Status Window Queue Monitor Window Agent Log Window Desktop Wallboard Contact Center

34 Release Notes Chapter 4: New and Changed Features for Agents 34