Taske Call Center Management Tools Wallsign User Guide

							WallSign                                            TASKE Call Center Management Tools Version 7.0-11-Defining ACD Variables
The ACD Variables window provides an interface for defining the ACD variables
used in reader board messages.
To define an ACD variable:
1. Click the Config button to choose Configuration mode and the Variables
button on the Main Control Panel.
2. Click New on the toolbar.
3. Type a variable name.
4. Select an ACD variable.
5. Select an ACD group.
6. Define a field length.
7. Set the alignment.
8. Select a color option for the ACD variable.
9. Click Update on the toolbar to save the new ACD variable.
Defining the ACD Variable ColorSelect the Same As Message Text radio button in the record edit area of the
ACD Variables window to have the ACD variable appear the same color as the
message text on the reader
board. Nothing further is required
for defining the ACD variable
color when this radio button is
selected.
Select the Dependant on
Threshold radio button to define
a color range for the display of the ACD variable on the reader board. The color
of the ACD variable is dependent on the value of the ACD variable, based on
user-defined thresholds. When this radio button is selected, the thresholds and
their associated colors must be defined.
To define the color thresholds, select a color for each threshold from the drop-
down lists in the three color boxes. To set the threshold values, input the values
for the thresholds from 0 to x and from x to infinity, where x equals the value of
the ACD variable you are defining. The values are input in the two boxes located
to the right of the color boxes.
Deleting ACD Variables
The Delete button on the toolbar of the ACD Variables window deletes the ACD
variable selected in the record area of the window. It is only possible to delete
ACD variables that are not referenced elsewhere in the sign plan. If an ACD
variable is referenced anywhere else in a sign plan, all references must be 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-12-removed prior to deleting the ACD variable.
To delete an ACD variable from the ACD Variables window:
1. Select the ACD variable to delete in the record area of the ACD Variables
window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
If the ACD variable is not referenced anywhere else in the sign plan, the ACD
variable is deleted immediately. If the Sign dialog box opens with the statement:
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the ACD variable and delete
them before attempting to delete the ACD variable again.
Messages Window
The Messages Window is the interface for the construction of reader board messages.
Message construction is the second step in the creation of a sign plan after the
definition of the ACD variables. Reader board messages can contain text, ACD
variables, color, graphics, special effects, and character formatting.
Messages are created using text and using the tools of the record edit area. Simply click
the buttons or make menu selections to add ACD variables, color, graphics, and effects
to the message text. When one of these components is added to a message, the
appropriate code for the component is added to the message string.
When special effects, graphics, and formatting are incorporated into a reader board
message, it is important to properly place these components around the message text
and ACD variables to achieve the intended effect on the reader board.
Components of the Messages Window
The Messages window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record AreaThe record area of the Messages window lists the
existing reader board messages. Select a message
from the list for editing or deletion. When selected, a
message is highlighted in blue and its details can be
viewed and edited in the record edit area. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-13-ToolbarThe toolbar in the Messages window is
used to create and name new reader
board messages, edit existing messages, and delete messages no longer
needed.
Record Edit AreaThe record edit area of the Messages window provides the platform and the tools
for the construction of reader board messages. This area is used to define new
reader board messages and to edit the messages already created. The white
section of the record edit area is the message platform. This section is where the
message is created by typing the message text directly into the message
platform and inserting formatting codes using the tools below.
Building A Message
Use the Messages window to construct reader board messages. The positioning
of the message components depends on how the message is to play on a reader
board. Formatting and effects must be positioned in the message before the
message text or the ACD variable it is supposed to affect.
The following steps are suggestions for the order in which a reader board
message can be constructed. As the message is constructed, its components are
visible in the message platform.
1. Click the Config button to choose Configuration mode and click the
Messages button on the main control panel.
2. Click New on the toolbar.
3. Type a message name.
4. Select the line position.
5. Select a special effect.
6. Select a color for the message text.
7. Add character formatting, if desired.
8. Type the message text in the message platform. If character formatting is 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-14-present, ensure that the message text appears between the character
formatting tags if both an on and an off tag are present.
9. Select an ACD variable, if desired. Logically position the ACD variable in
the message text where its value will make sense when played on a
reader board.
10. Select a special graphic or select a user defined graphic by clicking the
Your Graphics button. Position the graphic as it should appear with the
message text.
11. Click Update on the toolbar to save the new message.
Selecting the Line PositionThe line position buttons are used to select the vertical alignment of the message
text on the reader board. The vertical alignment options are top, middle, bottom,
and fill. Selecting the top, middle, or bottom options means the message text will
only occupy the selected line on the reader board. Selecting the fill option means
that the message text enters the reader board from the top, left corner and is
able to occupy all three lines when the message is long enough to fill the reader
board.
Click a line position button to insert code into the message that determines the
line position of the message text on the Spectrum reader board.
ButtonCode In MessageDescription{\Top}The text following the code appears on the top line of the
reader board.{\Middle}The text following the code appears on the middle line of the
reader board.{\Bottom}The text following the code appears on the bottom line of the
reader board.{\Fill}The text following the code fills all three lines of the reader
board.Selecting Special EffectsThe special effects buttons are used to define how a message moves across the
reader board. If none of the options are specified, the automode option is
automatically selected. Automode produces a random selection of the available
special effects. Special effects must be placed before the message text or ACD
variable they are intended to affect. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-15-The available effects are:
ButtonCode In MessageDescription{\Effect - Roll Up}Roll Up{\Effect - Roll Down}Roll Down{\Effect - Roll Left}Roll Left{\Effect - Roll Right}Roll Right{\Effect - Roll In}Roll In{\Effect - Roll Out}Roll Out{\Effect - Wipe Up}Wipe Up{\Effect - Wipe Down}Wipe Down{\Effect - Wipe Left}Wipe Left{\Effect - Wipe In}Wipe In{\Effect - Wipe Out}Wipe Out{\Effect - Auto Mode}Automode (randomly selects special effects){\Effect - Scroll}Scroll{\Effect - Flash}Flash{\Effect - Hold}Hold{\Effect - Rotate Left}Rotate Left{\Effect - Compress Rotate}Compress Rotate{\Effect - Switch}Switch{\Effect - Interlock}Interlock{\Effect - Twinkle}Twinkle{\Effect - Sparkle}Sparkle{\Effect - Snow}Snow{\Effect - Spray}Spray{\Effect - Starburst}Starburst{\Effect - Slide}Slide 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-16-Selecting Special GraphicsThe special graphics buttons are used to insert the graphics provided with the
WallSign Administrator into reader board messages. Clicking one of the Special
Graphics buttons inserts the code for the graphic into the message.
The special graphics included with the WallSign Administrator are:
ButtonCode In MessageDescription{\Special - Welcome}Scroll Welcome{\Special - Slot}Slot Machine{\Special - Thank You}Script Thank You{\Special - No Smoking}No Smoking{\Special - Dont Drink &
Drive}Dont Drink and Drive{\Special - Animal Running}Running Animal{\Special - Fireworks}Fireworks{\Special - Turbo Car}Turbo Car{\Special - Cherry Bomb}Cherry BombCharacter FormattingThe Character Format button is used to insert call information in a message and
specify character attributes such as character spacing, width, height and the
speed at which characters are scrolled across the screen. The Character Format
button produces a menu that contains three sub menus. These menus are Insert,
Speed, and Effects. Most of the character formatting options place both an on tag
and an off tag in the message. It is important to place the text requiring the
formatting between the two tags.
The Character Format button produces a pop-up
menu with three sub-menus. The sub-menus
contain character formatting options that, when
selected, insert code into a message. The code
affects the appearance of the text characters following the code. It is important to
note that some reader boards do not have the capability to adjust character width
and height. A question mark displayed by the reader board indicates this
hardware limitation. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-17-Insert MenuMenu OptionCode In MessageDescriptionCall Time{\Format - Call Time}Inserts the call time in the message.Call Date{\Format - Call Date}Inserts the date in the message.Next Line{\Format - Next Line}Inserts a carriage return .No Hold{\Format - No Hold}Prevents pausing between format changes.Speed MenuMenu OptionCode In MessageDescriptionSpeed 1{\Format - Speed 1}The rate at which characters are displayed on theSpeed 2{\Format - Speed 2}reader board. Speed 1 is the slowest and SpeedSpeed 3{\Format - Speed 3}5 is the fastest.Speed 4{\Format - Speed 4}Speed 5{\Format - Speed 5}Effects MenuMenu OptionCode In MessageDescriptionDouble High On{\Format - Double
High On}{\Format -
Double High Off}Doubles the height of the text between the tags.True Descender On{\Format - True
Descender
On}{\Format - True
Descender Off}Causes the characters with sections descending
beyond the text baseline, such as lower case y
and g, to be displayed below the baseline of the
text.Character Flash On{\Format - Flash
On}{\Format - Flash
Off}Causes the characters between the tags to flash.Double Stroke On{\Format - Double
Stroke On}{\Format -
Double Stroke Off}Allows the characters two columns of pixels.Double Wide On{\Format - Double
Wide On}{\Format -
Double Wide Off}Stretches the character to double its regular
width.Fixed Width On{\Format - Fixed
Width On}{\Format -
Fixed Width Off}All of the characters in the message are the
same width.Fancy On{\Format - Fancy
On}{\Format - Fancy
Off}Adds serifs to the font.Wide Character On{\Format - Wide
Char On}{\Format -
Wide Char Off}Makes the characters between the tags wider.Full Height Fancy{\Format - Full
Height Fancy}Widens, heightens, and adds serifs to the
characters.Full Height Standard{\Format - Full
Height Std}Heightens the characters without widening and
adding serifs.Seven High
Standard Character{\Format - 7 High
Std Char}Characters are seven pixels in height. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-18-Five High Standard
Character{\Format - 5 High
Std Char}Characters are five pixels in height.Proportional
Character Spacing{\Format -
Proportional
Character Spacing}Centers the characters on the reader board.Fixed Character
Spacing{\Format - Fixed
Character Spacing}Left justifies the characters on the reader board.Message ColorThe Color buttons are used to specify the color of the message text. A different
color can be used for each character of the message text. Unless otherwise
specified in the ACD Variables window, the color selection also applies to the
ACD variables. However, the characters of the ACD variable must all share the
same color. Some Spectrum Sign types provide more color choices than others,
as outlined in the literature from Spectrum Corporation.
Click the solid color buttons and begin typing the message text in that color. Use
the rainbow buttons, the color mix button, and the auto color button to insert code
into the message that determines the color of the message text.
Color ButtonCode In MessageDescriptionRedNoneSelect the red color button to type the message text in
red.GreenNoneSelect the green color button to type the message text in
green.Dark YellowNoneSelect the dark yellow color button to type the message
text in dark yellow.Dark RedNoneSelect the dark red color button to type the message
text in dark red.Dark GreenNoneSelect the dark green color button to type the message
text in dark green.BlackNoneSelect the black color button to type the message text in
black.OrangeNoneSelect the orange color button to type the message text
in orange.YellowNoneSelect the yellow color button to type the message text
in yellow.{\Color - Rainbow 1}Inserts code into the message that makes the message
text appear in multiple colors.{\Color - Rainbow 2}Inserts code into the message that makes the message
text appear in multiple colors.{\Color - Color Mix}Uses all of the colors allowable by the reader board.
Each character is a different color. When all of the
colors have been used, the pattern is repeated.NoneRandomly selects colors for the message text. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-19-Deleting A Message
The Delete button on the toolbar is used to delete reader board messages. A
message cannot be deleted if it is referenced anywhere else in the sign plan. All
references to the message must be deleted before the message can be deleted.
To delete a message from the Messages window:
1. Select the message to delete in the record area of the Messages window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
4. If the message is not referenced anywhere else in the sign plan, the
message is deleted immediately. If the Sign dialog box opens with the
statement:
The selected element(s) cannot be deleted because they are being
referenced by another part of the system.
click OK and search the sign plan for references to the message and
delete them before attempting to delete the message again.
Using the Decisions Window
The Decisions window provides an interface for the creation and modification of
decision trees. A decision tree is comprised of one or more decisions. Two types of
decisions are found in a decision tree: conditional and default. 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 the decision used when
the current call center conditions do not meet the requirements of the conditional
decisions.
The decisions of a decision tree are prioritized in the order of their importance. The high
priority decisions are at the top of the decision tree and the mandatory default message
is always at the bottom of the decision tree. The WallSign Server searches through the
decisions of a decision tree, looking for a decision that matches the current call center
conditions. If none of the conditional decisions match the current conditions, the default
decision is used and its associated message is played on the reader board. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-20-Components of the Decisions Window
The Decisions window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record AreaThe record area of the Decisions window lists the defined
decision trees. Select a decision tree from the list for
editing or deletion. When selected, a decision tree is
highlighted in blue and its details can be viewed and
edited in the record edit area.
ToolbarThe toolbar in the Decisions window is
used to create and name new decision
trees, edit existing decision trees, and delete decision trees no longer needed.
Record Edit AreaThe record edit area of the
Decisions window provides
the tools and the platform
for defining the decisions of
a decision tree. This area is
used to define new decisions and to edit the decisions already defined for the
decision tree.
Defining Decision Trees
Use the Decisions window to create decision trees that play messages based on
the current call center conditions. To do this, apply a message to each decision
along with an ACD variable and a set of conditions that the ACD variable must be
experiencing for the message to play.
To define a decision tree:
1. Click the Config button to choose Configuration mode and click the
Decisions button on the main control panel.
2. Click New on the toolbar.
3. Type a Name for the decision tree.
4. Click the Play Message field in the default decision and select a message.
5. Click  to add a decision to the decision tree.
6. Click the down-arrow in the Play Message field. Select a message from
the drop-down list to associate the message with the new decision.
7. Click the down-arrow in the If ACD Variable field. Select an ACD variable