© 2009 Avaya Inc. All rights reserved.1 Chapter Seven, Customer Call Reporter (CCR) Module Two – Standard Configuration

© 2009 Avaya Inc. All rights reserved.2 Customer Call Reporter Components The diagram below provides a view of the components of IP Office Customer Call Reporter

© 2009 Avaya Inc. All rights reserved.3 IP Office Customer Call Reporter Services The state of the IP Office CCR Services can be viewed from Administrative Tools | Services as well as from within the CCR application with the Administrator login.

© 2009 Avaya Inc. All rights reserved.4 MS-SQL Services The SQL Server or SQLEXPRESS service must be started prior to the IP Office CCR services.

© 2009 Avaya Inc. All rights reserved.5 Customer Call Reporter Modes There are three roles within the CCR application: Administrator, Supervisor, Agent and Wallboard. Administrator: – The administrator can modify IP Office Customer Call Reporter system preferences plus create and administer supervisors. That includes assigning which queues a supervisor can see or granting the supervisor self-administration rights to amend their own settings including queues. – The administrator does not have any views of call statistics. However they can setup and amend the views used by supervisors and their agents. – There is only one administrator account and only one person can log in as the administrator at any time.

© 2009 Avaya Inc. All rights reserved.6 CCR Supervisor Role Supervisors can create and modify views of the agent queues assigned to them. Those views are then viewable by the supervisor and the agents. Supervisors can create reports that to either run manually or to be scheduled to run automatically at regular intervals. IP Office Customer Call Reporter supports up to 30 supervisors. The maximum number of supervisors that can be logged in simultaneously is controlled by the number of available Supervisor licenses and each license enables a simultaneous Supervisor login and Wallboard login.

© 2009 Avaya Inc. All rights reserved.7 CCR Agents An agent is a user who handles calls to queues on the IP Office telephone system. Unlike general IP Office users they have been specifically configured as agents in the IP Office configuration. – To make and receive calls, an Agent Login Code is required. – The agent's phone status is recorded by IP Office Customer Call Reporter. – The agents are added to groups and then answer calls targeted to those groups. An agent can be a member of several groups. – Using the web client allows the agent to see the same views as their supervisor. Agents will only see their own statistics. NOTE: T3 Series, T3 IP Series phones and SIP extensions are not currently supported.

© 2009 Avaya Inc. All rights reserved.8 Wallboard The IP Office Customer Call Reporter administrator can create wallboard accounts. When logged in with one of these accounts, the browser can be used to display queue statistics for any queues plus other information such as messages sent or scheduled by IP Office Customer Call Reporter supervisors. IP Office Customer Call Reporter supports up to 30 wallboards. The maximum number of wallboards that can be logged in at any time is controlled by the number of available Supervisor licenses (each license enables a simultaneous Supervisor login and Wallboard login).

© 2009 Avaya Inc. All rights reserved.9 Logging In The login window will appear by entering the following into a web browser: /CCRWebClient The Set Agent Password window will appear when logging in for the first time. If multiple supervisors have been configured, agents need to indicate the supervisor they are working for. If the username is configured for more than one role, the Select Role window will appear.

© 2009 Avaya Inc. All rights reserved.10 IP Office Configuration Settings for CCR The IP Office Manager needs to be configured so that communication between IP Office and IP Office Customer Call Reporter occurs. The following configuration options are available: Agent Configuration Hunt Group (Queue) Configuration Reason Codes After Call Work Controls IP Office Short Codes Button Programming Voic Report Setup

© 2009 Avaya Inc. All rights reserved.11 IPO Agent and Supervisor Settings CCR Users and Supervisors are configured in the IP Office Manger application on the User | Telephony | Supervisor Settings tab. The Login Code and Force Login options are mandatory for IP Office Customer Call Reporter agents.

© 2009 Avaya Inc. All rights reserved.12 Hunt Group (Queue) Configuration For hunt groups to interact with IP Office Customer Call Reporter, the group must be configured as a CCR Agent Group. – CCR currently does not support Small Community Networking – Collective Ring Mode is not supported – The Queuing On option on the Queueing tab is automatically enabled and cannot be disabled. – Overflow is only supported using other CCR Agent Groups

© 2009 Avaya Inc. All rights reserved.13 Reason Codes Reason codes are used in conjunction with the Busy Not Available state (Busy NA) which can be selected by CCR agents. For each number a reason description of up to 31 characters can be entered. Reason Codes 0 and 9 are fixed: – 0: used for agents using phones that do not allow the selection of a reason code – 9: used when an agent fails to select a reason code

© 2009 Avaya Inc. All rights reserved.14 After Call Work Controls After Call Work (ACW) is used after a call to indicate that the agent is performing call related task that need to be done before answering another call. While in ACW: – IP Office Customer Call Reporter reports the agent's state as being Busy ACW and includes the agent in Agents ACW statistics. – No calls are presented to the agent. – An agent is automatically placed in an After Call Work state upon completion of a call and returns to a Ready state when the After Call Work Time timer expires. The Default ACW Timeout for all users can be set on the System | CCR tab. The User | Telephony | Supervisor Settings | After Call Work Time can be used to override the Default ACW Time for individual users. Setting the value to 0 disables the ACW timer.

© 2009 Avaya Inc. All rights reserved.15 IP Office Short Codes Extn Login - Allows agents to login at an extension. Extn Logout - Allows a logged in agent to log off from an extension. After Call Work - Allows an agent to change their status to After Call Work. Do Not Disturb On / Off - Allows an agent to change their status to Busy Not Available. Hunt Group Enable / Hunt Group Disable – Allows an agent to login / logout out of a hunt group. Change Login Code - Allows an agent to change their extension login code. Short Code features can be programmed as buttons.