TASKE®
ACD ToolBox
Installation Guide
Version 7.0
for the
MITEL®
SX-200®
DIGITAL PBX
© 1999 TASKE Technology Inc.
Printed in Canada.
TASKE is a registered trademark of TASKE Technology Inc.
MITEL and SX-200 are registered trademarks of Mitel Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
ACD Monitor TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TABLE OF CONTENTS.......................................................................................1
TASKE ACD MONITOR.......................................................................................3
The ACD Monitor Interface.............................................................................................3
The Menu...
Traffic Analyzer TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TRAFFIC ANALYZER PROGRAM......................................................................3
Introduction.....................................................................................................................3
Overview of the Traffic Analyzer.....................................................................................3
Overview of the Traffic Analyzer...
Agent Desktop TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TASKE AGENT DESKTOP.................................................................................2
Agent Desktop Screen Overview....................................................................................2
CREATING NEW AGENT DESKTOP SETTINGS..............................................2
To create new Agent Desktop...
Call Costing TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TASKE CALL COSTING PROGRAM..................................................................2
Call Costing Concepts....................................................................................................2
Public Network Numbering Plans......................................................................2
Telecom Carrier...
Glossary TASKE Call Center Management Tools Version 7.0-1-Glossary of Terms
TermDefinitionAbandoned CallA caller terminates the call before an agent can answer.ABSBHAverage Busy Season Busy HourAccount CodeA number assigned to departments, projects, devices, telecom
services, and employees for cost tracking purposes.ACDAutomatic Call DistributionACD CallInbound or outbound calls that are handled by an ACD queue.ACD Call CenterRefers to any host PBX that handles...
TASKE Administrator TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TASKE ADMINISTRATOR PROGRAM..............................................................3
TASKE ADMINISTRATOR AND DATABASE CONCEPTS................................4
Account Codes Definition..................................................................................4
Agent Groups Definition....................................................................................4
Extension Groups...
Introduction TASKE Call Center Management Tools Version 7.0-1-Table of Contents
INTRODUCTION..................................................................................................................................2
ASSUMPTIONS.....................................................................................................................................3
CALL CENTER...
TASKE Reports TASKE Call Center Management Tools Version 7.0- 1-Table of Contents
TASKE REPORTS...............................................................................................2
THE TASKE REPORTS INTERFACE.................................................................5
Overview of the Reports Window....................................................................................5
Main Control...
Information Server TASKE Call Center Management Tools Version 7.0- 1 - Table of Contents
TASKE INFORMATION SERVER........................................................................2
TASKE Information Server Overview..............................................................................2
Viewing Client Connections............................................................................................3...
Search TASKE Call Center Management Tools Version 7.0-1- Table of Contents
TABLE OF CONTENTS.......................................................................................1
TASKE SEARCH.................................................................................................2
The TASKE Search Interface..........................................................................................2
Using the Menu Bar /...
WallSign TASKE Call Center Management Tools Version 7.0-1-Table of Contents
TABLE OF CONTENTS.......................................................................................1
TASKE®
WALLSIGN............................................................................................3
TASKE WallSign Startup and Shutdown.........................................................................3...
