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Reporting for Contact Center


Download Reporting for Contact Center
See Important Notes Below

Avaya Reporting for Contact Center is a Windows®-based software application that provides Real Time screens and comprehensive historical management information on the day-to-day performance of your Business Communications Manager Contact Center system.

Avaya Reporting for Contact Center helps you manage the peaks and troughs in call traffic.

Monitored information includes:

  • Call waiting times
  • Queue lengths (that is, the number of calls waiting to be answered by your Skill set)
  • Agent status

Avaya Reporting for Contact Center provides a comprehensive range of management reports that have information critical for accurate business planning. Avaya Reporting for Contact Center has the ability to support multiple wallboards which can be individually configured to display the information that the agents require.

The Avaya Reporting for Contact Center is supported on the following operating systems:

  • Windows XP Professional SP3
  • Windows Vista Business, Ultimate, Enterprise SP2 32/64 bit
  • Windows 2008 Standard and Enterprise SP2
  • Windows 2003 Server with IIS6
  • Windows 7 Professional, Ultimate, Enterprise 32/64 bit
  • Windows Server 2008 R2 Enterprise 64 bit

Pre-requisites for Windows Vista and Windows 7 users:

The following IIS 7.0 features must be enabled prior to installing the Reporting for Contact Center software, as follows:

  1. Click Start, type appwiz.cpl in the Start Search box, and then click appwiz.cpl in the Programs list. The Programs and Features window will open.
  2. Under Tasks, click Turn Windows features on or off. If you are prompted for an administrator password or confirmation, type your password, or click Continue. The Windows Features window will open.
  3. In the Windows Features dialog box, expand the following:

    • Internet Information Services > Web Management Tools > IIS 6 Management Compatibility. Select the following check boxes:
      • IIS 6 WMI Compatibility
      • IIS Metabase and IIS 6 configuration compatibility
    • Internet Information Services > World Wide Web Services > Application Development Features. Select the following check boxes:
      • ASP
      • ASP.NET
      • ISAPI Extensions
      • ISAPI Filters
    • Internet Information Services > World Wide Web Services > Common Http Features. Select the following check boxes:
      • Default Document
      • HTTP Redirection
      • Directory Browsing
      • Static Content
    • Internet Information Services > World Wide Web Services > Security. Select the following check boxes:
      • Request Filtering
      • Windows Authentication

IIS 7.0 will now allow Reporting for Contact Center to be installed on the Windows Vista and Windows 7 operating system.For Windows 2008 platforms refer the Reporting for Contact Center SUOG for installing and configuring IIS.

Installing the Software:

The Avaya Reporting for Contact Center software is installed onto a single computer, known as the Web Host PC. This is the PC which communicates with the Contact Center Reporting Server. Only one PC should be running the Avaya Reporting for Contact Center.

Other users access Avaya Reporting for Contact Center by 'browsing' to the Web Host PC and using the Avaya Reporting for Contact Center directly in their browser window. There is no 'client' software required to use Avaya Reporting for Contact Center on other PCs .

Using Avaya Reporting for Contact Center from a browser session on any other PC is exactly the same as using it directly on the Web Host PC. The interface allows you to administer Avaya Reporting for Contact Center and to see the Real Time screens and obtain the historical reports.



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