Toshiba Strata AirLink DK424 User manual

726+,%$

inView

Quick Reference Guide

BUSINESS

TELEPHONE

SOLUTIONS

Digital BusinessTelephone Systems

IVQA_qrg.fm Page -1 Wednesday, April 28, 1999 1:18 PM

726+,%$

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

9740 Irvine Boulevard, Irvine, CA 92618-1697

http://telecom.toshiba.com

D42-QR-INVIEWVA

4010357

Version A, May 1999

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inView

Quick Reference Guide

Introduction

This guide describes how to use the inView LAN

application.

Instructions for customizing the PC-wallboard

displays and status displays are also covered.

This guide is written assuming that you are

familiar with operating a PC, mouse, and

software.

Related Documents

Refer to the following documents for more

information:

♦Call Center Solutions

♦Insight DK Supervisor Guide

♦Insight DK Installation Guide

♦Strata DK424 Insight DK CD-ROM

Overview

The inView Local Area Network (LAN)

application displays performance information

and agent/extension status on your PC monitor.

You can select the performance parameters and

agent groups to monitor. You can also send text

messages to any inView display or group of

displays.

The inView application works in conjunction

with the Strata DK Insight and Insight DK Plus

ACD MIS application. Refer to the section titled

“Related Documents” for more information.

inView product is a Microsoft® Windows®-

based product that can show two different types

of displays:

♦LAN Wallboard view shows agent group

statistics in large character format (see

following figure). This Wallboard has four

general call center parameters – Calls in

Queue, Longest Wait Time, Number of Calls

Answered and Abandoned. Two personal

call center parameters – Call Answered and

Grade of Service – have background colors

for labels. This allows agents to quickly see

how their performances compare with that of

the overall call center.

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2inView

Quick Reference Guide

♦The inView LAN PC displays are different

from wallboards, which are physical display

boards. The Insight DK application also

supports physical wallboards (see the Insight

DK Supervisor Guide for details).

Both the LAN Wallboard view and status

displays can be customized with window

tools such as “click and drag,” toggle buttons

and a tool bar. Each time a window opens, it

defaults to the last saved display and

configuration used by the login name.

inView LAN displays can be shown as long

names:

...or by short names:

Status Bar

Buttons

Device Group Statistics

Agent Statistics

Parameters

3933

Parameters

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inView

Quick Reference Guide

The inView LAN display also includes an

internal messaging system. This enables inView

users to send messages to each other, either

directly orvia agent names.

Starting inView

All users are required to log in to the system in

order to ensure system security. The inView LAN

Wallboard personalized client configurations can

to be saved for use by different users on the same

PC.This means a user has the ability to log on at

another user’s PC and go automatically to a pre-

set client configuration based on the user

➤ToLog In and Start inView

1. From the Windows Start button, select

Programs, Insight DK for Toshiba US, then

inView LAN Wallboard

...or locate and double-click on the inView

LAN Wallboard icon.

2. Enter your usernameand the inView

password (if required), click OK.

Wallboard Display

➤Adding or Changing Parameters to the

Wallboard

1. From the wallboard Edit Menu,

select Edit Mode

...or press the Edit Mode icon on the

application toolbar.

2. From the Edit menu, select Add

ParameterWindow

...or click on the Add Parameter

Window icon

...or right-click on theParameter

Window toedit.

3.From the Properties for the

ParameterWindow, you can:

♦Select the Device Type from the

dropdown listbox, suchas Line,

Extension, or DID group.

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4inView

Quick Reference Guide

➤Removing a Wallboard Parameter

Status Display

➤To View the Status Display

➤To Customize the Status Display

♦Select the Device Name from the

dropdownlist. The names are defined

by the System Administrator.

♦Select the Parameter to display from

the dropdown listbox.

♦The default label appears in the Label

Text. Enter a new name in this box to

change the label.

4. Click OK.

1. Select Edit Mode from theEdit menu

...or press the Edit Mode icon from

the application toolbar

2. Select the parameter to be removed.

3. From the Edit menu, select Delete

Parameter

...or click Delete Parameter button.

➤From the menu, select View, Agent

Status

...or click on the Agent Status icon.

➤From the Status Display, you can

select from the dropdown lists:

♦group type (Agent or Extension)

♦group

1. From the menu, select View, Agent

Status

...or click on the Agent Status icon

...or while in the Status View screen,

right-click the mouse button over the

display to open the Properties dialog

for the Status View.

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inView

Quick Reference Guide

Pop-up on Message

If the inView client application is in the

Wallboard View and the application has been

minimized or put to the background, and an

alarm threshold has been exceeded, then the

inView LAN Wallboard is brought to the

foreground if Pop-up on Message is ON. Any

work in progress in another application, e.g. word

processing is not interrupted.

Note Alarms are set by the MIS

Administrator.

Always-on-top Option

The user can specify that the inView LAN client

application always remains on top of all other

application windows, even when other

applications are being used. A check indicates

this feature is ON.

Status Bar

The status bar provides descriptions of some

icons or shows current state of the applications.

Toolbar

The toolbar provides icons that perform the same

functions as selecting menu items.

2. From the Properties for the Status

View, you can:

♦Select the Long or Short Name

Format

♦Change font of the Status View

3. Click OK.

➤From the View menu, select Popup Alarm.

➤From the View menu, select Always on Top.

➤From the View menu, select Status Bar.

➤From the View menu, select Toolbar.

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6inView

Quick Reference Guide

Parameters Only View

You can minimize the view to display just the

parameters only.

Messages

You can send a message of up to 256 characters

to any other inView User, Agent, or Agent

Group, depending on the Message Access Level.

You can store up to ten frequently used messages

in a message library. Messages are added and

removed using the Add and Delete Message

Library buttons, and are recalled by selecting

them from the Message list.

Messages can be displayed as normal or high

priority messages.

➤Sending a Message

➤Double-click in the parameter section of

the screen (see illustrations on Page 2).

1. Within inView: From the View menu,

select Message from the View menu

...or from the Insight DK toolbar,

select the Message icon

2. Select a message from the drop down

list

...or type a new one into the Message

box.

3. (optional) Click ADD to add this

message to the library.

You can also Delete messages from

the library within this box.

4. Select a priority for the message,

either Normal or High.

5. Select one or more message

recipient(s) from the three list boxes:

LAN Wallboard User, Agent Group

or Agent Name.

6. Press Send.

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