Taske Call Center Management Tools Wallsign User Guide
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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 Startup...............................................................................................................4 Shutdown...........................................................................................................4 The WallSign Server.......................................................................................................4 The WallSign Administrator............................................................................................5 Using Sign Plans for Message Control..............................................................5 Overriding A Sign Plan with Quick Messages....................................................6 Creating Custom Graphics................................................................................7 Using the WallSign Administrator Interface.....................................................................7 The Menu Bar....................................................................................................7 Main Control Panel............................................................................................8 Display Area......................................................................................................9 Using the Config and View Modes..................................................................................9 Configuration Mode...........................................................................................9 View Mode.........................................................................................................9 Using the ACD Variables Window.................................................................................10 Components of the ACD Variables Window....................................................10 Defining ACD Variables...................................................................................11 Deleting ACD Variables...................................................................................11 Messages Window........................................................................................................12 Components of the Messages Window...........................................................12 Building A Message.........................................................................................13 Deleting A Message........................................................................................19 Using the Decisions Window........................................................................................19 Components of the Decisions Window............................................................20 Defining Decision Trees..................................................................................20 Deleting A Decision Tree.................................................................................21 Using the Days Window................................................................................................22 Days Window Components.............................................................................22 Defining Special Days.....................................................................................23 Deleting Special Days.....................................................................................24 Using the Day Plans Window........................................................................................25
WallSign TASKE Call Center Management Tools Version 7.0-2-Components of the Day Plans Window...........................................................25 Defining Day Plans..........................................................................................26 Deleting a Day Plan.........................................................................................26 Using the Scripts Window.............................................................................................27 Components of the Scripts Window.................................................................27 Defining a Script..............................................................................................27 Deleting a Script..............................................................................................28 Using the Signs Window...............................................................................................28 Components of the Signs Window...................................................................29 Defining A Sign (Spectrum Reader Board)......................................................29 Deleting a Sign................................................................................................30 Using the Quick Messages Window..............................................................................30 Components of the Quick Message Window...................................................31 Creating A Quick Message..............................................................................32 Starting and Stopping Quick Messages...........................................................38 Deleting a Quick Message...............................................................................38 Using the Graphics Window..........................................................................................39 Components of the Graphics Window.............................................................39 Creating Custom Graphics..............................................................................40 Deleting Custom Graphics...............................................................................41
WallSign TASKE Call Center Management Tools Version 7.0-3-TASKE® WallSign WallSign Administrator and WallSign Server are two applications in the TASKE Call Center Management Tools suite of applications. These applications provide a communication link with one or more Spectrum reader boards and act as the interface for the configuration and management of messages displayed on the reader boards. Using the WallSign applications, build sign plans that play messages based on the call center conditions, the time of day, user-defined special days, the day of the week, and the location of a reader board within the call center. Additionally, use the Quick Messages feature to create and save messages that override the sign plan messages when information needs to be conveyed quickly to agents. Reader board messages can include text, call center statistics, colors, effects, and graphics. Several graphics are provided with the WallSign Administrator and a graphics editor is also available for the creation of user-defined graphics. The two WallSign applications work together to produce messages and drive the reader boards. Using WallSign Administrator, reader board messages are configured and managed. Meanwhile, the WallSign Server is a background application that analyzes the sign plan and communicates the appropriate message to the Spectrum reader boards based on the conditions specified in the sign plan. The TASKE WallSign applications run on both Windows 98 and NT platforms. Available for use in single-site call centers or in enterprise situations where a call center has several sites in different locations, WallSign allows reader board messages to be distributed to reader boards at call center locations across the globe. Call centers using several reader boards establish a sign network. Up to five Spectrum reader boards can be networked from a PC equipped with the WallSign Server. In turn, each of these PCs has access to the reader boards on other PCs through the local call center network. The WallSign Server must be installed on each PC that is physically connected to one or more reader boards. The WallSign Administrator can be installed on any network connected PC for the configuration and management of sign plans. In an enterprise enabled call center, reader board messages can be distributed across the enterprise network and displayed on reader boards at other sites, but the messages must be configured and managed through the local network. TASKE WallSign Startup and Shutdown To create or edit sign plan components, graphics, or quick messages, only the WallSign Administrator must be running. However, to establish communication with the reader boards and display messages, the WallSign Server must also be running on PCs that are physically connected to reader boards.
WallSign TASKE Call Center Management Tools Version 7.0-4-Startup Startup procedures for WallSign Administrator and WallSign Server are very similar. These procedures are: When the WallSign Server is successfully installed and running the demo message that is programmed into the WallSign Administrator is played on the reader board(s). This message is: Welcome. If you can see this message, you have successfully installed your TASKE WallSign! The message is equipped with color, graphics, and effects. Shutdown To shutdown the WallSign Administrator and the WallSign Server applications, use the following steps. WallSign Administrator Shutdown1. Click File on the menu bar. 2. Select Exit from the File menu. WallSign Server Shutdown1. Right-click the icon on the taskbar of the Windows desktop. 2. Select Shutdown from the pop-up menu. 3. Click Yes to confirm. The WallSign Server To play the sign plan messages and quick messages created in the WallSign Administrator, a communication link is required between the TASKE WallSign Server and the reader boards. An application that is invisible to the user, the WallSign Server stores the sign plan and interfaces with the TASKE Information Server to determine1. Double-click the TASKE ToolBox icon on the desktop of the PC to open the TASKE ToolBox folder. 2. Double-click the WallSign Administrator icon to start the WallSign Administrator, or double-click the WallSign Server icon to start the WallSign Server.
WallSign TASKE Call Center Management Tools Version 7.0-5-which message should be played based on the current date, time, and call center conditions. The WallSign Server must be running on a PC that is physically connected to one or more reader boards for messages to be displayed on those reader boards. The WallSign Administrator The TASKE WallSign Administrator is the user interface for the construction and configuration of reader board messages. Containing real-time statistics, special effects, graphics, color, and formatting, reader board messages are played based on the current call center conditions, the date, the time, and the location of the reader board. To add this type of complexity to reader board messages, it is necessary to define the messages together with the conditions required for them to play. Using Sign Plans for Message Control The TASKE WallSign Administrator is the interface for configuring and managing reader board messages and their parameters using sign plans. A sign plan creates associations between messages and call center conditions, dates, times, and reader boards. The components of a sign plan are created separately in the WallSign Administrator. A sign plan contains all of the components required for a message to be played. Messages are played on a reader board when all of the conditions for the message are true throughout the sign plan. Each sign plan component has a dedicated window provided in the display area and accessed from the Main Control Panel. ACD VariablesUse the ACD Variables window to define call center statistics for use in reader board messages. An ACD variable is a real-time or recent historical call center statistic that can be included in a reader board message. MessagesUse the Messages window to combine text, ACD variables, graphics, effects, color, and formatting to produce the text and effects seen on reader boards. DecisionsUse the Decisions window to create decision trees. A decision tree is comprised of a default decision and optionally, one or more conditional decisions. A conditional decision is a statement that defines the state an ACD variable must be in before its associated message can be played on a reader board. A default decision is not associated with ACD variables and it is the decision used when the current call center conditions do not meet the requirements of the conditional
WallSign TASKE Call Center Management Tools Version 7.0-6-decisions. DaysUse the Days window to define special days within the year that require unique messages due to specific events. Day PlansUse the Day Plans window to partition a 24-hour period and apply a decision tree to each partition. This process breaks the call center day into segments and allows different messages to be applied to different times of the day. ScriptsUse the Scripts window to apply day plans to the days of the week and special days. This process produces associations between the day, the time of day, and the call center conditions by creating a link between a script, a day plan, and a decision tree. Signs (reader boards)Use the Signs window to assign addresses and scripts to the reader boards in the call center. The address assigned to a reader board in the WallSign Administrator must equal the address setting in the reader board to establish a communication link between the reader board and the WallSign Server. The assignment of a script to a reader board creates a link between the reader board and the day plan, decision trees, and messages used in the script. Sign plans are built from the top-down. This means that the ACD variables must be defined first and the reader boards last. Messages are played on a reader board when all of the conditions for the message are true throughout the sign plan. ACD variables and special days are not required in a sign plan. All other components must be present. Just as it is important to create a sign plan in the proper order, the elements of a sign plan must also be deleted in the proper order. Sign plan elements must be deleted in the reverse order of their creation. Overriding A Sign Plan with Quick Messages The Quick Messages window is the interface for creating, modifying and controlling messages that can override or alternate with the preset messages of a sign plan. Quick messages are often used in times of emergency or service alerts.
WallSign TASKE Call Center Management Tools Version 7.0-7-Quick messages are constructed using the same tools as the Messages window. As with the preset messages of a sign plan, quick messages can contain text, ACD variables, color, graphics, special effects, and character formatting. Creating Custom Graphics Use the Graphics window to create custom graphic images to include in your reader board messages. The record edit area of the Graphics window contains a color palette and a simulation of a reader board. Each of the gray dots on the reader board represent an LED. Filling these LEDs with color produces the image. Include the graphics in sign plan messages and quick messages. Using the WallSign Administrator Interface The WallSign Administrator window is comprised of three sections: the menu bar, the Main Control Panel, and the display area. The Menu Bar Spanning the top of the WallSign Administrator window, the menu bar contains three menus. The three menus of the menu bar are File, Tools, and Help. File MenuSettings - This option displays a WallSign Settings dialog box that prompts for the IP Address, Server Port and Database Path of the sign being accessed. Exit - This option on the File menu closes the WallSign Administrator. This action does not close the WallSign Server. Tools MenuReset Sign... - This option on the Tools menu clears the RAM (random access memory) on a reader board. Selection of the Reset Sign... option opens the Reset Sign dialog box where the address of the reader board being reset is entered. Clicking OK resets the selected reader board. When a reader board is reset, the last message displayed is displayed again. The reset function is used to verify that the Sign Service is communicating with the selected reader board. Send Test Message... - This menu option opens the Send Test Message dialog box. Enter the text of the test message in the Message field and input the address of the reader board in the Sign Address field using the up and down
WallSign TASKE Call Center Management Tools Version 7.0-8-arrow buttons. Click OK to display the test message on the selected reader board. Test messages are used to test the communication between the WallSign Server and the selected reader board. Get Sign Version... - This menu option opens the Get Version Information For Sign dialog box. To obtain the part number and the release date of the reader board chip for a particular reader board, input the address of the reader board in the Sign Address field using the up and down arrow buttons. The reader board information is returned in the Sign Version Information dialog box. Click Close to close the dialog box. Set Sign Date/Time From PC... - This menu option opens the Sync Sign Date To PC dialog box. Enter the address of the reader board that requires time and date synchronization in the Sign Address field using the up and down arrow buttons. Click OK to synchronize the time and date of the reader board with the time and date of the PC. Help MenuContents – Access the online help for the TASKE WallSign Administrator and the TASKE WallSign Server. About Sign... - This menu option opens the About TASKE Sign dialog box. This dialog box provides the software release number, the software version number, and the copyright information. Click OK to exit the dialog box. Main Control Panel The Main Control Panel has two functions: mode selection and window selection. Mode SelectionClicking the Config and View buttons toggle the TASKE WallSign Administrator program between the configuration mode and the view mode. The configuration mode enables users to create and edit sign plan components, graphics, and quick messages using the windows of the display area. The view mode changes these windows to read-only, real-time displays. In the view mode, the elements that are currently being used to display the message on the reader board are presented in the record area.
WallSign TASKE Call Center Management Tools Version 7.0-9-Window SelectionThe Main Control Panel contains buttons to access the windows of the sign plan components, the quick messages window, and the graphics window. Selection of a button opens its corresponding window in the display area. Display Area The window selection buttons of the Main Control Panel provide access to the windows of the display area. These windows are the interface for creating and editing the elements of a sign plan, graphics, and quick messages in the configuration mode and the real-time display of these items in the view mode. The display area is the largest section of the window and is located to the left of the Main Control Panel. Using the Config and View Modes The TASKE WallSign Administrator operates in two modes. These modes are configuration and view. To switch between the modes, use the Config and View buttons on the Main Control Panel. The primary difference between the configuration mode and the view mode is functionality, not the appearance of the program window. The display area of the TASKE WallSign Administrator is a pane that displays one of nine windows. Switch between the windows using the window selection buttons on the Main Control Panel. These windows provide the interface for creating, managing, and viewing sign plan elements, user-defined graphics, and quick messages. The only difference in appearance between the two modes occurs in the record area of the display area pane. In the configuration mode, the record area provides a detailed list of all defined elements for that window. In the view mode, the record area displays the element that the WallSign Server is currently transmitting to the reader board. Configuration Mode The configuration mode is the interface for the creation and management of sign plan elements, graphics, and quick messages. When in the configuration mode, each window accessed from the Main Control Panel displays its existing elements. Use the window in the configuration mode to create new elements and edit the existing elements. View Mode The view mode is a read-only, real-time display. When in the view mode, the windows accessed from the Main Control Panel display the element that is currently being used by the Wall Sign application to display the message on the
WallSign TASKE Call Center Management Tools Version 7.0-10-reader board. This option is only available after configuration is complete and the WallSign Server is started. It is important to note that the View mode is disabled if the WallSign Server is not running. This is because there is no real-time data available for display. Using the ACD Variables Window The ACD Variables window is accessed by clicking the Variables button on the Main Control Panel. An ACD variable is a real-time or recent historical call center statistic that can be included in a reader board message. Each ACD variable included in a reader board message must be defined using the ACD Variables window. This window allows the definition of new ACD variables, the modification of ACD variables already defined, and the deletion of ACD variables that are no longer needed. Components of the ACD Variables Window The ACD Variables window is comprised of three sections: the record area, the toolbar, and the record edit area. Record AreaThe record area of the ACD Variables window lists the defined ACD variables. Select an ACD variable from the list for editing or deletion. When selected, an ACD variable is highlighted in blue and its details can be viewed and edited in the record edit area. ToolbarThe toolbar in the ACD Variables window is used to create and name new ACD variables, edit existing ACD variables, and delete ACD variables no longer needed. Record Edit AreaThe record edit area of the ACD Variables window provides the parameters for the definition of the ACD variables for the reader board messages. This area is used to define new ACD variables and to edit the ACD variables already defined.