Nortel Networks IpView Software Wallboard Instructions Manual

							Nortel Networks ipView Software Wallboard 
Set Up and Operation Guide 
www.nortelnetworks.com
©2002 Nortel Networks 
P0988907 Issue 04 (06)
  
						

							Table of Contents 
Issue 04  Nortel Networks ipView Software Wallboard Set Up and Operation Guide 
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Table of Contents 
How to use this guide........................................................................ 3 
Introduction ............................................................................................................. 3 
How this guide is organized .................................................................................... 3 
System Overview ............................................................................... 4 
Introduction ............................................................................................................. 4 
Overview ................................................................................................................. 4 
ipView Languages .................................................................................................. 4 
PC requirements ..................................................................................................... 5 
Operating System Requirements............................................................................ 5 
Operating System Compatibility ............................................................................. 5 
Installing ipView................................................................................. 6 
Installation of the ipView Software Wallboard ........................................................ 6 
Installing Nortel Networks ipView Software Wallboard...................................... 6 
Using ipView ...................................................................................... 8 
Starting the ipView SoftBoard ................................................................................. 8 
Short View............................................................................................................... 8 
Shutting Down ipView ........................................................................................... 10 
Long View ............................................................................................................. 11 
Message View....................................................................................................... 12 
Parameter View .................................................................................................... 13 
History View .......................................................................................................... 13 
Summary View ...................................................................................................... 14 
Tooltray Icon ......................................................................................................... 15 
Re-play Summary ............................................................................................ 16 
Configuration ................................................................................................... 16 
About ipView .................................................................................................... 16 
Close ipView .................................................................................................... 17 
Configuring ipView .......................................................................... 18 
Introduction ........................................................................................................... 18 
Accessing the Configuration Property Pages ....................................................... 18 
View Tab ............................................................................................................... 19 
View Options.................................................................................................... 19 
Always On Top Options ................................................................................... 20 
Last Position Options ....................................................................................... 20 
Graphing Tab ........................................................................................................ 21 
Trend Graph Colours ....................................................................................... 21 
Summary Options ............................................................................................ 22 
Echoing Tab .......................................................................................................... 24 
Data Echoing Options ...................................................................................... 24 
Index ................................................................................................. 26  
						

							How To Use This Guide  3 
Issue 04  Nortel Networks ipView Software Wallboard Set Up and Operation Guide 
How to use this guide 
Introduction 
This guide is designed to assist a System Manager in the installation, set up and operation of 
Nortel Networks  ipView  Software Wallboards. 
 
Use this guide as an ongoing reference.  This chapter tells you what to expect as you read this 
guide and how information in this guide is presented. 
How this guide is organized 
The Nortel Networks ip View Software Wallboard Set Up and Operation Guide  is organized 
according to the following chapters:  
How to use this guide — provides a brief overview identifying the organization of this guide.  
 
System Overview — describes the overall functionality of Nortel Networks  ipView ,and 
describes the minimum PC and Operating System requirements of  ipView .It also describes the 
Operating System compatibility of  ipView .
Installing ipView   — describes installation prerequisites and how to install  the Nortel 
Networks ipView  software. 
 
Using ipView  —describes starting to use Nortel Networks  ipView ,including starting and 
closing  ipView .This chapter also explains the different views within  ipView .
Configuring ipView  —describes how to configure  ipView  with your preferred operational 
settings. 
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							System Overview 
Nortel Networks ipView Software Wallboard Set Up and Operation Guide  Issue 04 
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System Overview 
Introduction 
Nortel Networks ipView  Software Wallboard is a Windows® software application that provides 
asoftware based IP enabled wallboard on the PC desktop of Call Center Agents.  
 
Nortel Networks  ipView  Software Wallboard is often referred to as the  ipView  SoftBoard. 
Overview 
Call Center Statistics and Messages from the Nortel Networks Call Center Reporting application 
are displayed in Real Time on the  ipView  SoftBoard.   
 
Audible Alerts can be associated with certain events, and histograms can be displayed to 
graphically show the changes in a particular Call Center parameter over a rolling period of 15 
minutes.   
Configuring Nortel Networks Call Center Reporting to operate with  ipView  is exactly the same 
as configuring Nortel Networks Call Center Reporting to operate with a hardware wallboard.  
(See the  Nortel Networks Call Center Reporting Set Up and Operation Guide ,Chapter 6: 
Wallboards). 
 
The  ipView  SoftBoard is completely compatible with the  ipView  Hardware wallboard, and a 
mixture of  ipView  hardware wallboards and  ipView  SoftBoards can be configured within the 
Nortel Networks Call Center application.  
Additionally,  ipView  SoftBoards can relay their input to any number of other IP enabled 
wallboards, either  ipView  hardware wallboards or  ipView  SoftBoards.  
 
!
On-Line Context-sensitive Help is available within  ipView  by pressing the F1 
key. 
ipView Languages 
Note that you can have the  ipView  SoftBoard operating in English, French, Spanish, Italian or 
German.   
Furthermore, it does not have to operate in the same language as the Nortel Networks Call 
Center Reporting MIS.  This allows you to install different language versions of the  ipView  
SoftBoard amongst your Call Center Agents.    
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Issue 04  Nortel Networks ipView Software Wallboard Set Up and Operation Guide 
For example, you may have your Nortel Networks Call Center Reporting application operating in 
the French language, and have a mixture of English speaking and French speaking Agents.  
You could install a mixture of  ipView  SoftBoards, in English and French, amongst your Call 
Center Agents, as appropriate.   
Although (in our example) the Nortel Networks Call Center Reporting application will transmit 
the wallboard statistics in French, the  ipView  SoftBoards operating in English will locally 
translate the received parameter abbreviations and long descriptions into English before 
displaying them to the Agent. 
PC requirements 
Component Specification 
Platform  IBM™ Compatible PC 
Microprocessor  Pentium 1 (or equivalent) minimum 
Microprocessor speed  200MHz minimum 
RAM 16Mb minimum 
Free hard disk space  2Mb minimum 
Network Interface  Network Interface Card  
Network Protocol  TCP/IP protocol 
Display Type  SVGA display 
Display (Graphics) CardSVGA graphics card 
Operating System Requirements 
ipView  will operate on the Windows 95TM rev B (or later version) operating system. 
Operating System Compatibility 
ipView has been verified for correct operation on the following Operating Systems: 
 
Operating System  Version 
Windows 95  4.00.950 B 
Windows 98  4.10.2222 A 
Windows Millennium Edition4.9.3000 
Windows NT  4.00.1381 
Windows 2000  5.00.2195 
Windows XP Professional  Version 2002 
						

							Installing ipView 
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Installing ipView  
Installation of the ipView Software Wallboard 
You can install the ipView  SoftBoard onto any PC Desktop that is connected via the network to 
the Nortel Networks Call Center Reporting Master Client PC, with the TCP/IP protocol.    
Note that you can have the  ipView  SoftBoard operating in English, French, Spanish, Italian or 
German.   
It does not have to operate in the same language as the Nortel Networks Call Center Reporting 
MIS.   
This allows you to install different language versions of the  ipView  SoftBoard amongst your Call 
Center Agents.  
To install the  ipView  SoftBoard onto an Agent desktop, go to the Agent PC and perform the 
following steps. 
Installing Nortel Networks ipView Software Wallboard 
1.  Exit any Windows programs that are running. 
 
2.  Start your internet Browser (such as Internet Explorer or Netscape), and use it to connect 
to Port 6800 on the Business Communications Manager.  Do this by entering into the 
browser Address Bar the IP Address of the Business Communications Manager and the 
Port number, in the following format:   http://10.10.10.1:6800
.(Remember to substitute 
the IP Address of  your Business Communications Manager for the 10.10.10.1 shown in 
the example above.) 
 
3. Nortel Networks Unified Manager  page will appear in the browser.  
 
4.  Click on the Install Clients link. 
 
5. The Install Clients  page will appear in the browser.   
 
6.  Click on the web link to download  ipView.  (You may need to scroll down through the 
page to see the buttons which download ip View.) 
 
7.  Click on the  Install ipView  button. 
 
8.  A dialog will appear from which you can select to either  Run this program from its 
current location or Save this program to disk .The default option is  Save this 
program to disk. Click on  OK.
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							Installing ipView  7
Issue 04  Nortel Networks ipView Software Wallboard Set Up and Operation Guide 
9.  Several progress bars appear as the installation routine prepares itself.  Presently the 
Nortel Networks ipView SoftBoard  language selection dialog appears. Select the 
language you wish to install, and then click  OK.
10. The  ipView  Splash Screen and the Welcome screens appear. 
 
11. The  Choose Destination Location  window appears. 
 
12. Click Next to accept the default location. To change the folder location, click  Browse,
choose another folder location and then click  Next.
13. Select the language in which your copy of Nortel Networks Call Center Reporting Master 
is running.   
 
!
Note that this is  not the language in which you wish  ipView  to operate.  
The language in which  ipView  will operate was selected in step 9.  This 
step tells this copy of  ipView  what language the data being sent to it by the 
Nortel Networks Call Center Reporting Master PC will be in.  This allows 
ipView  to translate it (if required) into the language selected in step 9. 
14. When the installation routine has finished, the  Setup Complete window appears. 
  
						

							Using ipView 
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Using ipView 
Starting the ipView SoftBoard 
Double-click on the ipView  icon on the PC desktop.   
Short View 
The ipView  window will appear.  The first time you start  ipView  it will open in its default view, 
which is the Short View (Diagram 1).  
Diagram 1:  ipView  First Time Start Up 
 
!
Note that each time you start  ipView  the parameter values will be blank until 
ipView  has received some data from Nortel Networks Call Center Reporting or 
another  ipView  SoftBoard which is echoing to yours. (For a description of 
echoing, see page 24.) 
If the IP address of your copy of  ipView  has been configured in the Wallboards Tab of the Nortel 
Networks Call Center Reporting Configuration, and the Nortel Networks Call Center Reporting 
application is operational, presently  ipView  will start to display information. 
 
The information it receives will depend on what has been configured by the System Manager of 
the Nortel Networks Call Center Reporting application.  A typical  ipView  display is shown in 
Diagram 2.  
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							Configuring ipView  9
Issue 04  Nortel Networks ipView Software Wallboard Set Up and Operation Guide 
Diagram 2: Typical ipView  Display. 
 
To better understand what the abbreviations represent, point to one of the abbreviations and you 
will see a ‘tip’.  See Diagram 3.  
Diagram 3: Short View With a ‘Tip’ 
 
If the System Manager of the Nortel Networks Call Center Reporting has set a threshold for any 
of the parameters which are being displayed on your copy of  ipView  and one of those parameters 
exceeds that threshold, the parameter value will be displayed in blinking red.    
In Diagram 4, a call has waited in the Queue for a period of time in excess of the threshold set by 
the System Manager.    
The Parameter is said to be ‘in the alarm state’.  
If the System Manager has configured it, there may be an associated audible alert.   
						

							Using ipView 
Nortel Networks ipView Software Wallboard Set Up and Operation Guide  Issue 04 
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Diagram 4: Short View with a Parameter value in Alarm. 
Shutting Down ipView 
To shut down ipView ,left-click with the mouse on the button top-right in the  ipView  window, as 
shown in Diagram 5.  
Diagram 5:  ipView  Close Button. 
 
You will be presented with a small dialog box asking you to confirm that you wish to close down 
your copy of  ipView ,as shown below in Diagram 6.   
Diagram 6: Confirm Close dialog. 
 
Click on  OK to close  ipView ,or click on  Cancel to leave  ipView  running.