Using Avaya IP Office Integrated Contact Reporter

Using Avaya IP Office Integrated Contact Reporter Release 10.1 Issue 1 June 2017

2016-2017, Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published in varying mediums which may include product information, operating instructions and performance specifications that are generally made available to users of products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of Documentation unless such modifications, additions, or deletions were performed by or on the express behalf of Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or Documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: https://support.avaya.com/helpcenter/ getgenericdetails?detailid=c20091120112456651010 under the link Warranty & Product Lifecycle or such successor site as designated by Avaya. Please note that if You acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to You by said Avaya Channel Partner and not by Avaya. Hosted Service means an Avaya hosted service subscription that You acquire from either Avaya or an authorized Avaya Channel Partner (as applicable) and which is described further in Hosted SAS or other service description documentation regarding the applicable hosted service. If You purchase a Hosted Service subscription, the foregoing limited warranty may not apply but You may be entitled to support services in connection with the Hosted Service as described further in your service description documents for the applicable Hosted Service. Contact Avaya or Avaya Channel Partner (as applicable) for more information. Hosted Service THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO UNDER THE LINK Avaya Terms of Use for Hosted Services OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO, UNDER THE LINK AVAYA SOFTWARE LICENSE TERMS (Avaya Products) OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. Software means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. Instance means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine ( VM ) or similar deployment. License type(s) Designated System(s) License (DS). End User may install and use each copy or an Instance of the Software only on a number of Designated Processors up to the number indicated in the order. Avaya may require the Designated Processor(s) to be identified in the order by type, serial number, feature key, Instance, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software. Database License (DL). End User may install and use each copy or an Instance of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicates with no more than one Instance of the same database. CPU License (CP). End User may install and use each copy or Instance of the Software on a number of Servers up to the number

indicated in the order provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger performance capacity without Avaya s prior consent and payment of an upgrade fee. Named User License (NU). You may: (i) install and use each copy or Instance of the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use each copy or Instance of the Software on a Server so long as only authorized Named Users access and use the Software. Named User, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya s sole discretion, a Named User may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an e-mail or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Shrinkwrap License (SR). You may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as shrinkwrap or clickthrough license accompanying or applicable to the Software ( Shrinkwrap License ). Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009. The Heritage Nortel Software is the software contained within the list of Heritage Nortel Products located at https://support.avaya.com/licenseinfo under the link Heritage Nortel Products or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Virtualization The following applies if the product is deployed on a virtual machine. Each product has its own ordering code and license types. Note that each Instance of a product must be separately licensed and ordered. For example, if the end user customer or Avaya Channel Partner would like to install two Instances of the same type of products, then two products of that type must be ordered. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux OS source code (for those products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the products, Documentation or on Avaya s website at: https:// support.avaya.com/copyright or such successor site as designated by Avaya. The open source software license terms provided as Third Party Terms are consistent with the license rights granted in these Software License Terms, and may contain additional rights benefiting You, such as modification and distribution of the open source software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Party Components to the extent that these Software License Terms impose greater restrictions on You than the applicable Third Party Terms. The following applies only if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ( AVC VIDEO ) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM. Service Provider THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT OR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTS SUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICE PROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY FROM THE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER S EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER. WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED THE G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY AND ALL RELATED FEES AND/OR ROYALTIES. THE G.729 CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE WWW.SIPRO.COM/CONTACT.HTML. THE H.264 (AVC) CODEC IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ( AVC VIDEO ) AND/OR (II) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP:// WWW.MPEGLA.COM. Compliance with Laws You acknowledge and agree that it is Your responsibility for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: https://support.avaya.com or such successor site as designated by Avaya.

Security Vulnerabilities Information about Avaya s security support policies can be found in the Security Policies and Support section of https:// support.avaya.com/security. Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow (https:// support.avaya.com/css/p8/documents/100161515). Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: https://support.avaya.com, or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: https://support.avaya.com for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: https://support.avaya.com (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, its licensors, its suppliers, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.

Contents Chapter 1: Introduction... 7 Purpose... 7 Change history... 7 Chapter 2: Getting started... 8 IP Office Integrated Contact Reporter requirements... 9 Certificate configuration... 10 Configuring Google Chrome and Internet Explorer to accept certificates on Windows... 10 Configuring Firefox to accept certificates on macos and Windows... 12 Configuring Safari on macos to accept certificates... 13 Configuring Google Chrome on macos to accept certificates... 13 Adding a certificate to Keychain Access on macos... 14 Logging in to the user interface... 14 Logging out of the user interface... 15 Chapter 3: Navigation... 17 User interface options... 17 Functionality and statistics... 20 Agent and supervisor Home screen functionality... 20 Telephony screen functionality... 22 Supervisor Realtime Information and Reporting screen functionality... 23 Part 1: Agent operations... 30 Chapter 4: General agent operations... 31 Viewing systemwide telephony statistics... 31 Viewing hunt group information and statistics... 32 After Call Work and After Call Work Extend... 32 Work and break time statistics... 33 Starting and ending a break... 34 How to allow work and break time but not calls... 34 Chapter 5: Managing calls in the user interface... 36 Supported call scenarios... 36 Answering calls... 37 Making calls... 38 Putting calls on hold... 38 Transferring calls... 39 Making conference calls... 39 Ending calls... 40 Part 2: Supervisor operations... 42 Chapter 6: Realtime information... 43 Viewing hunt group information in realtime... 43 June 2017 Using Avaya IP Office Integrated Contact Reporter 5

Contents Viewing agent information in realtime... 44 Chapter 7: Reports... 45 Generating reports... 45 Viewing reports... 47 Historical reports... 47 Agent Summary Report... 48 Call Detail Report by Agents... 48 Call Detail Report by CLI... 50 Call Detail Report by Hunt Group... 52 Call Summary Report by Agents... 53 Call Summary Report by CLI... 54 Call Summary Report by Hunt Group... 55 Call Summary Report by Time Bucket... 55 Appendix A: Resources... 57 Documentation resources... 57 Finding documents on the Avaya Support website... 57 Viewing Avaya Mentor videos... 58 Support... 58 Using the Avaya InSite Knowledge Base... 59 Additional IP Office resources... 59 June 2017 Using Avaya IP Office Integrated Contact Reporter 6

Chapter 1: Introduction Purpose This document provides contextual information and step-by-step procedures on using Agent and Supervisor functionality in the IP Office Integrated Contact Reporter. Administration functionality is not available in the application. You can perform administration tasks in IP Office Web Manager. Change history This is a new document that is being issued for the first time. In future releases, this section will describe major changes made in the document. June 2017 Using Avaya IP Office Integrated Contact Reporter 7

Chapter 2: Getting started With the IP Office Integrated Contact Reporter user interface (UI), you can access and use IP Office agent and supervisor functionality. You can define users and change user privileges with IP Office Web Manager. In Release 10.1, only incoming external calls are reported in both realtime and historical reporting. In Release 10.1, the realtime statistical information across the user interface is view-only and cannot be customized. The following table summarizes agent and supervisor functionality. Depending on your privileges and configuration, some functionality might be unavailable. Agent functionality Access the Home screen to view statistics and log in to your agent groups. Telephony statistics include the service factor, the number of abandoned calls, the number of answered calls, and the number of logged-in and available agents. View statistics related to other agents, such as the number of logged-in agents and the number of available agents. Access the Telephony screen to make and receive audio calls. You can also access the call control, consultative transfer, unsupervised blind transfer, and conference functionality. You can make an outbound call in the After Call Work (ACW) state or while you are not on a call. Video calls are not currently supported. Access the navigate pane to start and end breaks and log out of the UI. Supervisor functionality Access the Home screen. Functionality same as it is for agents. Access the Telephony screen. You can act as an agent to perform customer service tasks, such as answering an incoming call. Functionality same as it is for agents. Access the Realtime Information screen to monitor hunt groups and agents. You can expand these items to view details. For example, if you expand a hunt group, you can see the current customer service statistics and the status of all agents in the group. Access the Reporting screen to view and generate historical reports. An administrator must configure the types of reports that you can generate from the UI. You can change report parameters, such as report type and date ranges, before generating a new report. In Release 10.1, you cannot schedule, customize, or export reports. June 2017 Using Avaya IP Office Integrated Contact Reporter 8

IP Office Integrated Contact Reporter requirements IP Office Integrated Contact Reporter requirements on page 9 Certificate configuration on page 10 Logging in to the user interface on page 14 Logging out of the user interface on page 15 IP Office Integrated Contact Reporter requirements The following are the requirements for IP Office Integrated Contact Reporter: Avaya one-x Portal for IP Office Endpoint support - Support for the following Avaya deskphones: 1400,1600, 9500, and 96x0 (H.323) and 96x1 (H.323) - Support for Avaya Communicator for Windows License support: The following licenses are required: - ICR Agent for agent users - ICR Supervisor for supervisor users - Endpoint licenses Integrated Contact Reporter supports a screen resolution of 1280 x 850 pixels and higher. Adaptive sizing of the screen is not supported. The layout depends on the size of your browser window. Integrated Contact Reporter is supported on web browsers running on Windows or macos. Each browser supports different operating systems. The following table provides browser and operating system support information. For more information about interoperability, see https://secureservices.avaya.com/compatibilitymatrix/menus/product.xhtml?name=ip+office+platform. Important: Avaya recommends using the latest version of the browsers. Web browser Windows support macos support Internet Explorer (IE) 1 Windows 7 Windows 8.1 Windows 10 Google Chrome Windows 7 Windows 8.1 Not supported macos 10.10 Yosemite and higher Table continues 1 If you are using IE 11 through an intranet connection, ensure that the Display intranet sites in Compatibility View check box in the Compatibility View Settings dialog box is cleared. June 2017 Using Avaya IP Office Integrated Contact Reporter 9

Getting started Web browser Windows support macos support Windows 10 Mozilla Firefox Windows 7 Windows 8.1 Windows 10 macos 10.10 Yosemite and higher Safari Not supported macos 10.10 Yosemite and higher Getting started on page 8 Certificate configuration To access the IP Office Integrated Contact Reporter, you must configure your browser to accept IP Office certificates. You do not need to perform this task if your administrator has installed a genuine certificate from a trusted certificate authority (CA). The following procedures provide guidelines for different browsers and operating systems. The same Firefox instructions can be used for Windows or Mac. If you are using a Chrome browser, the instructions vary for Windows and macos. Getting started on page 8 Configuring Google Chrome and Internet Explorer to accept certificates on Windows on page 10 Configuring Firefox to accept certificates on macos and Windows on page 12 Configuring Safari on macos to accept certificates on page 13 Configuring Google Chrome on macos to accept certificates on page 13 Adding a certificate to Keychain Access on macos on page 14 Configuring Google Chrome and Internet Explorer to accept certificates on Windows About this task All users on the same computer must perform the following procedure to configure the browser to accept IP Office certificates. June 2017 Using Avaya IP Office Integrated Contact Reporter 10

Certificate configuration Procedure 1. In your browser, enter https://xxx.xxx.xxx:7070/, where xxx.xxx.xxx must be replaced with the host name or IP address of the IP Office server. If you use the IP address, the system displays a certificate error and may also produce an error at login. 2. In Google Chrome, do the following: a. Next to the address bar, click the red cross. b. Click Certificate information. 3. In Internet Explorer, do the following: a. In the browser window, click Continue to this website. b. Next to the address bar, click Certificate error. c. Click View certificates. 4. In the Certificate dialog box: a. Click the Certification Path tab. b. Click the first node in the tree. c. Click View Certificate. 5. In the next Certificate dialog box: a. Click the Details tab. b. Click Copy to file. 6. In the Wizard that displays: a. Click Next twice. b. To choose a folder, click Browse and enter a file name. c. Save your changes. d. Click Next > Finish. 7. When prompted to close all dialog boxes, click OK and exit the browser. 8. In Windows Explorer, locate the file that you saved in step 6.b on page 11, and then do the following: a. Right-click the file and click Install certificate. b. Click Next. c. Click Place all certificates in the following store. d. Click Browse > Trusted Root Certification Authorities. e. Click OK > Next > Finish. June 2017 Using Avaya IP Office Integrated Contact Reporter 11

Getting started Result f. In the Warning dialog box, click Yes > OK. 9. (Optional) Delete the file that you created in step 6.b on page 11. You can now browse the application website without certificate warnings using the host name. If you used the IP address, the system displays a certificate error and may also produce an error at login. Certificate configuration on page 10 Configuring Firefox to accept certificates on macos and Windows About this task All users on the same computer must perform the following procedure to configure the browser to accept IP Office certificates. Procedure 1. In your browser, enter https://xxx.xxx.xxx:7070/, where xxx.xxx.xxx must be replaced with the host name or IP address of the IP Office server. If you use the IP address, the system displays a certificate error and may also produce an error at login. 2. Click I understand the risks > Add Exception. 3. In the dialog box, click View. 4. In the next dialog box: a. Click the Details tab. b. To highlight the top row, in the Certificate list, click the top root node. c. Click Export. d. Select a folder and ensure the file has a.crt extension. e. Click Save > Close. 5. Select Options from the Tools menu or next to the toolbar. 6. Click Certificates > View Certificates. 7. From the Authorities tab, do the following: a. Click Import. b. Select the file that you created in step 4.d on page 12 and click Open. June 2017 Using Avaya IP Office Integrated Contact Reporter 12

Certificate configuration Result 8. In the dialog box, do the following: a. Select Trust this CA to identify web sites. b. Click OK, close the dialog boxes, and then exit the browser. 9. (Optional) Delete the file that you created in step 4.d on page 12. You can now browse the application website without certificate warnings if you had used the host name. If you used the IP address, the system displays a certificate error and may also produce an error at login. Certificate configuration on page 10 Configuring Safari on macos to accept certificates Procedure Result 1. In your browser, enter https://xxx.xxx.xxx:7070/, where xxx.xxx.xxx must be replaced with the host name or IP address of the IP Office server. 2. Click Show Certificate in the Warning window. 3. Select the Always trust check box. 4. Click Continue. 5. Enter your operating system password to confirm the Certificate Trust Settings change. In the future, the browser will trust the certificate from the IP Office server. Certificate configuration on page 10 Configuring Google Chrome on macos to accept certificates Procedure 1. In Google Chrome, enter https://xxx.xxx.xxx:7070/. Replace xxx.xxx.xxx with the host name or the IP address of the IP Office server. 2. With your mouse, hover over the red X on the padlock in the address bar. 3. Click Certificate information and then click Details. 4. Click and drag the image of the certificate to the desired location on your Mac. 5. Open Keychain Access on your Mac. June 2017 Using Avaya IP Office Integrated Contact Reporter 13

Getting started 6. At the bottom of the screen, click. 7. Navigate to the location of the saved certificate. 8. Select the certificate.cer file and click Open. In the future, the browser will trust the certificate from the IP Office server. Certificate configuration on page 10 Adding a certificate to Keychain Access on macos About this task Use this procedure if you already have the certificate.cer file. This procedure describes how to install your certificate in Keychain Access on macos. Procedure Result 1. Open Keychain Access on your Mac. 2. At the bottom of the screen, click. 3. Navigate to the location of the saved certificate. 4. Select the certificate.cer file. The certificate is added to Keychain Access. Certificate configuration on page 10 Logging in to the user interface About this task Use this procedure to log in to the IP Office Integrated Contact Reporter user interface (UI). If the UI or browser crashes or is closed before you log out, an improper session logout can occur and the logout process will not be properly completed on the server. In this situation, wait for approximately three minutes before you log in to the UI again to avoid an unexpected logout. This issue may occur because of the following additional scenarios: You perform a forced refresh using the F5 key. You try to open a new URL in the same browser window or tab where the UI is running. You use the Back or Forward browser buttons. June 2017 Using Avaya IP Office Integrated Contact Reporter 14

Logging out of the user interface Before you begin Get the IP Office server address from your system administrator. Procedure 1. With IP Office Integrated Contact Reporter, enter the following URL in your browser: https://<server address>:9443/integrated-reports Important: The secure link does not work in Safari browsers unless you install the required IP Office certificate in your Trusted store. Non-secure HTTP connections are blocked by the Cloud firewall. 2. On the Login screen, enter the following information: a. User name of the agent or supervisor user b. Password of the agent or supervisor user After three failed login attempts, you are locked out for a predefined time. You can ask your administrator to reset your password to unlock your user ID. By default, the lockout time is set to 60 seconds and you can attempt to log in 3 times before you are locked out. The lockout time can be changed by your administrator in the IP Office Web Manager. c. Your telephone extension number. 3. Click Login or press Enter. Getting started on page 8 Logging out of the user interface About this task Use this procedure to log out of the UI when your work shift ends. After you log out, you cannot receive calls until you sign in to your agent groups again. You cannot log out while you are on an active call. The system automatically signs you out of all agent groups if you do not answer an incoming call in the required time. Procedure 1. In the left navigation pane, click. 2. Click Log out. June 2017 Using Avaya IP Office Integrated Contact Reporter 15

Getting started Getting started on page 8 June 2017 Using Avaya IP Office Integrated Contact Reporter 16

Chapter 3: Navigation User interface options The following tables list key buttons and options in the Integrated Contact Reporter user interface (UI): Login screen UI Item Information The Settings button. It displays the server settings information for the application. The Information button. It displays the release information, including version and build information. The Information button is also available within the application after you log in. Navigation pane UI Item Information Home screen Telephony screen Queued calls: The green circle indicates the total number of incoming calls that are waiting in queue across the hunt groups. This statistic considers calls received on only the hunt groups that the agent or supervisor is a member of. Therefore, a supervisor cannot see queued calls for the hunt groups that the supervisor is monitoring but is not a member of. If the agent or supervisor is disabled in a hunt group that they are a member of, they can see the queued calls statistic but cannot answer the calls. The agent cannot know from the statistic to which hunt groups the queued calls belong. However, the Call area shows the hunt group information after the agent receives the call. Realtime and Reporting screens Includes a menu to access the Realtime Information and Reporting screens. User Panel Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 17

Navigation UI Item Information Click the icon to for the option to log out and to see the user s name, nickname, and extension information. Hunt Group Membership Telephony screen The number in the circle indicates the number of hunt groups you are enabled in. The green color of the circle indicates how many hunt groups you are enabled in out of the hunt groups of which you are a member. This is indicated by the color green filling the circle. For example, if you are a member of two hunt groups and enabled in one, the circle appears half in green. The number in the circle shows 1 to indicate the number of hunt groups you are enabled in. Work Time The time spent working during the current shift. Break Time and Break Settings The time spent on break during the current shift. Click the icon to start or end a break by selecting a configured break state. Break time is calculated only if the agent or supervisor is enabled in at least one hunt group. UI Item Information The Dial button dial or select a number from the contact list. The Phone button to call a contact or number. The Answer button to answer an incoming call. The Hang up button to end an active call. The Hold button to put an active call on hold. The Consultation button to initiate either a consultative or unsupervised call transfer or a conference call. The Transfer button to transfer the call. The Conference button to establish a conference call. The Extend ACW button to extend the After Call Work (ACW) or wrap-up time. Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 18

User interface options UI Item Information The End ACW button to end the ACW or wrap-up time. Gray dot indicates that the logged-in agent is not enabled in the hunt group. Green dot indicates that the agent is enabled in the hunt group. Red bar indicates that no agents are available (logged in) for the hunt group. Green bar indicates that one or more agents are available. Realtime Information screen For supervisors only. Lists only those UI items that are not easy to understand from the application UI. UI Item Information The Groups tab > hunt groups overview. Red bar indicates that no agents are available (logged in) for the hunt group. Green bar indicates that one or more agents are available. The Agents tab > agents overview. Circle color and stats indicate the number of hunt groups the agent is enabled in out of the hunt groups the agent is a member of. For example, if an agent is a member of two hunt groups but enabled only in one, then the circle will be half-green and the stats will be 1/2. The bar color and status indicate whether the agent is logged in or logged out. Green bar indicates that the agent is logged in and available. Gray bar indicates that either the agent is logged in but on a break or logged out. The Agents tab > agent details view. Circle color and stats indicate the number of hunt groups the agent is enabled in out of the hunt groups the agent is a member of. For example, if an agent is a member of two hunt groups but enabled only in one, then the circle will be half-green and the stats will be 1/2. Green square with a white phone indicate which hunt groups the agent is enabled in. June 2017 Using Avaya IP Office Integrated Contact Reporter 19

Navigation Functionality and statistics Agent and supervisor Home screen functionality On the Home screen, you can view general statistics, such as overall service levels and the average wait time for calls. You can also view the number of logged-in and available agents. Home screen statistics for agents and supervisors on page 20 Home screen statistics for agents and supervisors The statistics on the Home screen are for the entire contact center. Agents as well as supervisors see the same information on this screen. In Release 10.1, the realtime statistical information across the user interface is view-only and cannot be customized. The following table describes the key telephony statistics on the Home screen: Telephony statistics on the Home screen Statistic Abandoned Call Monitor Service Factor Description Abandoned call rate in percentage in the system. It will be the number of abandoned calls divided by the total number of calls targeted to all the hunt groups, in percentage. Following is the alarm and warning threshold configuration: The range for abandoned calls in percentage is from 0 to 20. The range for threshold is from 5 to 10. Abandoned calls percentage less than 5 is indicated by green Abandoned calls percentage more than 5 is indicated by orange Abandoned calls percentage more than 10 is indicated by red Calculated based on the answered and abandoned calls and their thresholds. Does not include calls routed to voicemail. Answered threshold: Default answered call threshold is 10 seconds. If call is answered before the end of 10th second, then it s a positive call and increases the service factor. If it is answered after 10 seconds, then it s not a positive call and reduces the service factor. Abandoned threshold: Default abandoned call threshold is 5 seconds. If call is abandoned or lost before the end of the 5th second, then it is excluded from the service factor calculation. If it is abandoned or lost after 5 seconds, then it s not a positive call and reduces the service factor. Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 20

Functionality and statistics Statistic Average Wait Time Description In Release 10.1, answered and abandoned call thresholds cannot be configured from the application. Therefore, it will be calculated based on the default internal values. Service Factor Calculation Service factor (in percentage) = (Positive calls/total calls) x 100 Where: Total Calls = Calls answered before Answered threshold + Calls abandoned after Abandoned threshold + Calls answered after Answered threshold Positive Calls = Calls answered before the answered threshold Example: Out of 25 calls in all hunt groups, 20 were answered within the target time, four were answered after 10 seconds, and one was abandoned after 5 seconds. The calculation would be 20/25 = 0.8. Therefore, the service factor would be 80%. Service Factor Levels Service factor range in percentage is from 0 to 100. And threshold range for service factor levels is from 60 to 80. Service factor of more than 80% is indicated in green Service factor of more than 60% is indicated in orange Service factor of less than 60% is indicated in red Where, green = positive service factor, orange = moderately-positive service factor, and red = negative service factor; improvement actions necessary. The sum of wait times divided by the number of hunt group calls answered by the agents in the hunt group. It will be the sum of the hunt group time and ring time. The answer time is measured from the time when the call arrives at the target (hunt group or agent). It does not include the delay between the time when a call is presented to a hunt group and the time when the call arrives at the target. For overflowed answered calls, it will be calculated against the original hunt group. Wait Time Levels Threshold range for wait time duration is from 300 to 600 (in seconds). Wait time duration of less than 300 sec is indicated in green Wait time duration of less than 600 sec is indicated in orange Wait time duration of more than 300 sec is indicated in red Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 21

Navigation Statistic Current Active Calls Answered Calls Abandoned Calls Logged In Agents Available Agents Description Where, green = positive wait time, orange = moderately-positive wait time, and red = negative wait time; improvement actions necessary. The number of calls that are currently connected in the system. Number of Automatic Call Distributor (ACD) calls in the system that are ongoing between agent and customer. The number of answered calls in the system for all the hunt groups. It does not include calls that go to voicemail. The number of abandoned calls in the system for all the hunt groups. The number of agents that are configured in at least one hunt group and have an agent license. The number of agents that are available to take hunt group calls. The agents are logged in and are configured in at least one hunt group and have an agent license. Agent and supervisor Home screen functionality on page 20 Telephony screen functionality The following table describes the general options on the Telephony screen, which is used to control an associated Avaya phone: If you are a supervisor, you must be part of at least one hunt group to monitor that and other hunt groups. Telephony screen Option Call area Description Displays the following: Dial buttons to make calls. Active calls. Actions available for all calls. For example, the Finish After Call Work button to end After Call Work (ACW) and the Extend Wrap Up Time button to extend ACW. After a customer leaves a conference call, the customer name continues to display on the UI. If customer information is unavailable, the UI is blank. Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 22

Functionality and statistics Option Content area Telephony statistics Description An active incoming call is not displayed in the call area if you had answered it from the phone and then logged in to the application. Displays the following: Groups: Lists hunt groups that the logged-in agent or supervisor is a member of. Hunt group statistics include information about the number of agents that are logged in and the average wait time. Displays the following telephony statistics: Answered Calls: The number of calls that the agent addressed during the shift. Abandoned Calls: The number of calls that were disconnected by the caller before the agent could answer them. This includes calls that go to voicemail. Average Talk Time: The average call length for each shift. Each telephony statistic is based on the agent s performance during a shift. General statistics for the whole contact center are available on the Home screen. Supervisor Realtime Information and Reporting screen functionality Supervisors can access agent functionality and the following additional functionality: Realtime Information Reporting Realtime Information screen In Release 10.1, the realtime statistical information across the user interface is view-only and cannot be customized. Name Groups Description Overview and detailed information and statistics for the hunt groups that the supervisor is monitoring. You must be part of at least one hunt group to monitor that and other hunt groups. You can click on a hunt group to view its details, such as the status of agents and hunt groups, call details, and service statistics. Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 23

Navigation Name Agents Description Overview and detailed information and statistics for the agents in all the hunt groups that the supervisor is monitoring. You can click on an agent to view its details, such as the status of agents and hunt groups, call details, and service statistics. Reporting screen In Release 10.1, you cannot schedule, customize, or export reports. Button Choose Report View Report Run Report Description You can select a report type from the available options, which are configured by your administrator. You can view the last generated report after you select a report type. You can also print the report and download it to your computer as a PDF. You can generate a new report after you specify the reporting period. You can see the status of the report being generated. You can continue browsing through reports while the system generates a new report. Realtime Information screen statistics for supervisors on page 24 Realtime Information screen statistics for supervisors Using the statistics on the Realtime Information screen, supervisors can monitor realtime activities in the contact center. In the Groups and Agents tabs, the statistics on this screen show an overview of information at the hunt group and agent level. For detailed statistics and information, you can click on a hunt group or agent to expand it. The numbers with the tab titles indicate the number of hunt groups and agents that the logged-in supervisor is monitoring. A supervisor can monitor maximum 25 agents across hunt groups. You must be part of at least one hunt group to monitor that and other hunt groups. The following tables describe the overview and detailed telephony statistics and information for hunt groups and agents: Overview statistics for hunt groups Statistic Abandoned call monitor Description Abandoned call rate in percentage of all the hunt group calls. This is the number of abandoned calls divided by the total number of calls targeted to all the hunt groups, in percentage. The following is the alarm and warning threshold configuration: Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 24

Functionality and statistics Statistic Description The range for abandoned calls in percentage is from 0 to 20. The range for threshold is from 5 to 10. Abandoned calls percentage less than 5 is indicated in green. Abandoned calls percentage more than 5 is indicated in orange. Abandoned calls percentage more than 10 is indicated in red. Average wait time The average wait time for calls in the queue. This is the sum of the average wait time divided by the number of hunt group calls answered by the agents in the hunt group. This is the sum of hunt group time and ring time. The answer time is measured from the time when the call arrives at the target, the hunt group or agent. It does not include the delay between the time when a call is presented to a hunt group and the time when the call arrives at the target. For overflowed answered calls, it is calculated against the original hunt group. Wait Time Levels The threshold range for wait time duration is from 300 to 600 in seconds. Wait time duration of less than 300 seconds is indicated in green. Green indicates positive wait time. Wait time duration of less than 600 seconds is indicated in orange. Orange indicates moderately-positive wait time. Wait time duration of more than 300 seconds is indicated in red. Red indicates negative wait time. Improvement actions necessary. Agent availability information Indicates availability of the agents in a hunt group. Detailed statistics for hunt groups The colored bar at the bottom indicates availability of agents. Green indicates that at least one agent in the hunt group is currently available to take calls. Red indicates that no agents are available to take calls. Statistic Average wait time Description The average wait time for calls in the queue. This is the sum of the average wait time divided by the number of hunt group calls answered by the agents in the hunt group. This is the sum of hunt group time and ring time. The answer time is measured from the time when the call arrives at the target, hunt group or agent. It does not include the delay between the time when a call is presented to a hunt group and the time when the call arrives Table continues June 2017 Using Avaya IP Office Integrated Contact Reporter 25