Avaya BCM Call Center Reporting Manual de usuario descargar pdf (Pagina 30)

Wallboards

Enterprise Edge Call Center Reporting Set Up and Operation Guide Issue 01

Sending Wallboard Messages

A Message can be sent manually to a Wallboard at any time.

1. From the Message tab, click and highlight the Message you want to send.

2. Click Send.

Note: If the Message is sent from the System level, then after clicking Send, a

dialog box will open with the option to send the Message to either the System

Wallboard only, or to All Wallboards. Click the option required.

3. Click OK to sent the Message.

Wallboard Alarms

A Wallboard Alarm can be set up so that when a specific Parameter reaches a critical threshold

either a Message is sent to the Wallboard or, if no Message is required, the alarmed Parameter on

the Wallboard will flash. Wallboard Alarms can be used to alert your staff of a critical condition

such as too many calls in the Queue or too many Agents in the busy state. An audible Buzzer

accompanies Wallboard Alarms if this option is configured in the Wallboard Settings tab.

Creating a Wallboard Alarm

1. From the main menu, click Management-Info.

2. Select System or the Queue to which the Wallboard is assigned and the Alarm

applies.

3. From the drop down menu select Wallboard. The Wallboard window will open.

4. Click the Alarm tab. This will show any Alarms that have been previously created.

5. Click New.

6. From the drop down menu option titled Parameter, select the Parameter that you

want to use as the alarm trigger.

7. From the drop down menu option titled Function, choose whether the alarm is to be

triggered when the Parameter value is less than or equal to (<=), equal to (=), or

greater than or equal to (>=) the value entered in the Threshold box.

8. In the Threshold box, enter the numerical value that will be used to trigger the alarm.

Note: The system knows whether the number entered in the Threshold box relates

to a number, time (in seconds) or a percentage, depending upon the chosen

parameter.

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Avaya BCM Call Center Reporting Manual de usuario Pagina 30