*** CONFIDENTIAL *** © Toshiba Corporation 2008 Confidential Creating real time screen layouts

Real time screens In this session you will learn how.. Create a new screen template Modify real time windows within a template Managing the many templates available

Creating New Layouts To create a new real time window you can either copy an existing one or start with a blank one. New IconCopy Icon Template List Box

Creating New Layouts In either case you will need to name the template

Creating New Layouts Now you will want to add new real time windows to the new template you have created. Use the new icon or copy icon if you want to copy an existing one New real time windowCopy real time window

Window Types There are a number of types of real time windows to chose from depending on your needs : Status Windows Statistics Windows Large Character Windows Calls in Queue Graphical Display Wait Time Graphical Display

Status Displays Heres an example of one of the four status displays showing the status of the queue. We can see that there are three agents logged on to the queue; one, (AP) is Busy on a Non ACD call, one (DS) is busy on an incoming ACD call and the third has an ACD call ringing on his phone

Status Displays When you have added the status window you can right click with the mouse to view and change the properties of the window and change the header and content fonts

Status Displays This area allows you to select from the configured groups available

Status Displays The other three status displays show the status of: Lines Agents Extensions

Statistics Windows Heres an example of one of the ten statistics displays windows showing some basic agent statistics. We can see six user definable parameters available as both daily and interval statistics

Statistics Windows When you have added the statistics window you can right click with the mouse to view and change the properties of the window and change the header and content fonts

Statistics Windows This area allows you to select from the configured groups available

Statistics Windows This area allows you to select from the Parameters Available and add them to the Displayed Parameters

Statistics Windows Click on the Alternative button to rename the field. This new text will appear in the place of the default text in the real time display window

Statistics Windows Type in your preferred name for the parameter and then click OK

Statistics Windows The other nine statistics displays show the status of: Lines and Line Groups Agent Groups Extensions and Extension Groups Queue and Queue Groups DIDs and DID Groups

Large Character Windows Heres an example of a couple of the 700+ large character windows showing calls in queue and wait time for a sales group. The red window on the right indicates that an alarm has been triggered

Large Character Windows When you have added the large character window you can right click with the mouse to view and change the properties of the window and change the header and content fonts

Large Character Windows Select the device type (lines, DIDs agents etc.) from the top list box and then the device or device group name from the second list box

Large Character Windows Select the parameter you want to display and then type the label text which will appear within the box at the top.

Large Character Windows These two check boxes control whether the Window caption (Blue header with white text) is visible and the second one locks the window in position

Calls in Queue Graph Heres an example of a Calls in Queue Graphical window showing calls in queue across a number of queues. Both Admin and Accounts queues have one call waiting whilst the other two queues are idle

Calls in Queue Graph When you have added the window you can right click with the mouse to view and change the properties of the window and change the header and content fonts

Calls in Queue Graph Here you can select the device type to monitor (queues, line groups etc.) and the specific group names

Calls in Queue Graph This area controls whether the bar is vertical or horizontal, the height of the bar and the gap between bars and finally whether the name of the bar appears inside the bar

Calls in Queue Graph This area determines whether the monitored calls are ACD, Non ACD or both

Wait Time Graph Heres an example of a Wait Time Graphical window showing the wait time of calls in queue across a number of queues. Both Admin and Accounts queues have calls waiting whilst the other two queues are idle

Wait Time Graph When you have added the window you can right click with the mouse to view and change the properties of the window and change the header and content fonts

Wait Time Graph Here you can select the device type to monitor (queues, line groups etc.) and the specific group names

Wait Time Graph This area controls whether the bar is vertical or horizontal, the height of the bar and the gap between bars and finally whether the name of the bar appears inside the bar

Wait Time Graph This area determines whether the monitored calls are ACD, Non ACD or both

Managing Templates Select the Template from the drop down list box and that will become the active template

Managing Templates As an alternative to using the drop down list box frequently used layouts can be added to the Favorites Toolbar. The toolbar is floating but is normally anchored above the status bar and the bottom of the screen

Managing Templates The Favorites toolbar is context sensitive so the top picture shows that you can add a screen which is not already in Favorites whereas the bottom shot shows an existing layout can be removed if required Add Template Remove Template

Other Icons on the Toolbar Sends a message to the wallboard or inView Opens the Configurator Deletes a template Opens the Reporter

Other Icons on the Toolbar F1 Activates the Help File Pops up the Alarms window Configuring the wallboards. This is grayed out if there is no wallboard