Taske Call Center Management Tools Wallsign User Guide

							WallSign                                            TASKE Call Center Management Tools Version 7.0-21-from the list.
8. Click the down-arrow in the Condition field. Select the condition the ACD
variable must be in to play the message.
9. Input a value in the Min field to define the minimum value for the ACD
variable condition.
10. Input a value in the Max field (if applicable) to define the maximum value
for the ACD variable condition.
11. Input a value in the Sec field to indicate the number of seconds the ACD
variable must be in the defined condition before the message will play.
12. Enable the Tone check box to have the reader board emit a tone when the
message associated with the decision is first played.
13. Repeat steps 6 to 13 to add additional decisions to the decision tree.
14. Click Update on the toolbar to save the new decision tree and add it to the
list in the record area.
Identifying the Difference Between Default and Conditional DecisionsConditional decisions are created by defining the ACD queue conditions that
must be in effect for a message to play. This is done by associating a message
with an ACD variable and then specifying the conditions the ACD variable must
be experiencing in order for the message to play.
Each message and ACD variable association is one decision within a decision
tree. The order the decisions are listed within a decision tree identifies their
priority within the decision tree.
For example, if decision 2 is satisfied, a message for decision 2 will continue to
be played until either:
a. decision 2 is no longer satisfied because the value of the performance
variable has fallen/risen within acceptable service limits and the default
decision is used, or
b. decision 1 is satisfied. A message for the higher priority decision will
interrupt a message for the second decision.
Default decisions are used when the current call center conditions do not match
any of the conditions specified in the conditional decisions. Unlike the conditional
decisions, default decisions cannot be associated with ACD variables. Every
decision tree must contain a default decision. In a decision tree, the default
decision is always the lowest priority decision.
Deleting A Decision Tree
The Delete button on the toolbar of the Decisions window deletes the decision
tree selected in the record area of the window. It is only possible to delete 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-22-decision trees that are not referenced elsewhere in the sign plan. If a decision
tree is referenced anywhere else in a sign plan, all references must be removed
prior to deleting the decision tree.
To delete a decision tree from the Decisions window:
1. Select the decision tree to delete in the record area of the Decisions
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 decision tree and
delete them before attempting to delete the decision tree again.
Using the Days Window
The Days window is accessed by clicking the  button on the main control panel.
This window is used to identify special days that require unique messages. Special days
are included in scripts. The scripts associate with messages through the assignment of
a day plan.
The WallSign Administrator is provided with a number of pre-defined special days.
These days encompass the major holidays and events in a year. Add these pre-defined
special days to a script for use in a sign plan, or use the Days window to define any
additional days the call center requires.
Days Window Components
The Days window is comprised of three sections: the record area, the toolbar,
and the record edit area.
Record AreaThe record area of the
Days window lists the
defined special days that
require specific messages. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-23-Select a special day from the list for editing or deletion. When selected, a special
day is highlighted in blue and its details can be viewed and edited in the record
edit area.
ToolbarThe toolbar in the Days window is used to create
and name new special days, edit existing special
days, and delete special days no longer needed.
Record Edit AreaThe record edit area of the Days
window is the interface for the
definition of a special day. This
area is used to define new special
days and to edit the special days
already defined.
Defining Special Days
Use the Days window to define special days or groups of days throughout the
year that require specific messages. Special dates can refer to specific calendar
dates or to a reference period within a month, such as the third Thursday of
February.
To define a special day or a group of special days:
1. Click the Config button to choose Configuration mode and click  on
the Main Control Panel.
2. Click New on the toolbar.
3. Type a Name for the day or group of days.
4. Define the date as a specific date or a reference date.
5. Click in the Description field and type a description for the day or group of
days.
6. Click Update on the toolbar to save the special day or group of days.
Defining Specific DatesA special day is defined as a specific date when it applies to a particular calendar
date. For instance, Christmas
is a specific date because it
falls on the 25th of December
every year. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-24-To define a day or group of days using a specific date:
1. Enable the Specific radio button to define a specific calendar date or a
group of dates.
2. Click on the numeric day of the month and use the up and down arrows to
select the day of the month.
3. Click on the month and use the up and down arrows to select the month.
4. Use the up and down arrows in the day(s) field to define the number of
days the period encompasses, beginning with the selected date.
Reference DatesA special day is defined as a
reference date when it applies
to an event that falls on the
same day of the week, in the
same month, every year. Fathers Day is considered to be a reference date
because it is defined by its occurrence on the third Sunday in June each year.
To define a day or group of days using a reference date:
1. Enable the Reference radio button to define a reference date or group of
dates within a month.
2. Click the reference field to select the reference day within the month. The
selections in this list are First, Second, Third, Fourth, or Last. These
adjectives refer to specific days of the week within a specific month. For
instance, it may be referring to the first Friday in June.
3. Click on the day of the week and use the up and down arrows to select a
day.
4. Click on the month and use the up and down arrows to select a month.
5. Use the up and down arrows in the day(s) field to define the number of
days the period encompasses, beginning with the selected date.
Deleting Special Days
The Delete button on the toolbar of the Days window deletes the special day
selected in the record area of the window. It is only possible to delete special
days that are not referenced elsewhere in the sign plan. If a special day is
referenced anywhere else in a sign plan, all references must be removed prior to
deleting the special day.
To delete a special day from the Days window:
1. Select the special day to delete in the record area of the Days window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-25-4. If the special day is not referenced anywhere else in the sign plan, it 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 special day and
delete them before attempting to delete the special day again.
Using the Day Plans Window
The Day Plans window is accessed by clicking the Day Plans button on the main control
panel. This window is used 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. Once defined, the day
plans are applied to specific days of the week or special days in the Scripts window.
Components of the Day Plans Window
The Day Plans window is comprised of three sections: the record area, the
toolbar, and the record edit area.
Record AreaThe record area of the Day Plans window lists the defined day
plans. Select a day plan from the list for editing or deletion. When
selected, a day plan is highlighted in blue and its details can be
viewed and edited in the record edit area.
ToolbarThe toolbar in the Day Plans window is used to create and name new day plans,
edit existing day plans, and delete day
plans no longer needed.
Record Edit AreaThe record edit area of the Day Plans window is
the interface for defining the time segments of a
day plan. This area is used to define new time
segments, delete time segments, and to edit the
existing time segments of a day plan. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-26-Defining Day Plans
Use the Day Plans window to apply decision trees to specific segments of a 24-
hour period. A day plan must begin with 00:00 and end with 23:59. The minimum
size of a day plan segment is 1 minute while the maximum size is 24 hours. A
default day plan is automatically created in the Day Plans window.
To define a new day plan with three time segments:
1. Click the Config button to choose Configuration mode and click the Day
Plans button on the main control panel.
2. Click New on the toolbar.
3. Type a Name for the day plan.
4. Click  twice to add a second and third time segment to the day plan.
5. Set the start time for each time segment in the From column.
6. Set the end time for each time segment in the To column.
7. Select a decision tree for each time segment from the Decision Tree
column.
8. Click Update on the toolbar to save the new day plan and add it to the list
in the record area.
Deleting a Day Plan
The Delete button on the toolbar of the Day Plans window deletes the day plan
selected in the record area of the window. It is only possible to delete a day plan
that is not referenced elsewhere in the sign plan. If a day plan is referenced
anywhere else in a sign plan, all references must be removed prior to deleting
the day plan.
To delete a day plan from the Day Plans window:
1. Select the day plan to delete in the record area of the Day Plans window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
4. If the day plan is not referenced anywhere else in the sign plan, it 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 day plan and
delete them before attempting to delete the day plan again. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-27-Using the Scripts Window
The Scripts window is accessed by clicking the Scripts button on the main control panel.
This window is used to apply day plans to the days of the week and to special days.
This process produces associations between the day of the week, the time of day, and
the call center conditions by creating a link between a script, a day plan, and a decision
tree.
Components of the Scripts Window
The Scripts window is comprised of three sections: the record area, the toolbar,
and the record edit area.
Record AreaThe record area of the Scripts window lists the defined
scripts. Select a script from the list for editing or deletion.
When selected, a script is highlighted in blue and its details
can be viewed and edited in the record edit area.
ToolbarThe toolbar in the Scripts window is used
to create and name new scripts, edit
existing scripts, and delete scripts no longer needed.
Record Edit AreaThe record edit area of the Scripts window provides
the interface for the application of day plans to the
days of the week or to special days. Together, these
days and their associated day plans create a script.
The record edit area is used to add days to a script
and to edit the days already defined for an existing
script.
Defining a Script
Use the Scripts window to create scripts that apply day plans to the days of the
week or to special days. When a new script is created, a default entry is
automatically added that uses the default day plan. Use each day of the week or
special day only once in each script.
To define a new script:
1. Click the Config button to choose Configuration mode and click the Scripts
button on the main control panel. 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-28-2. Click New on the toolbar.
3. Type a Name for the new script.
4. Click  to add a new script entry.
5. Click in the Day column for the entry and select a day of the week.
6. Click in the Day Plan column for the entry and select a day plan.
7. Repeat steps 4 to 6 to define additional script entries.
8. Click the Update button on the toolbar to save the new script.
Deleting a Script
The Delete button on the toolbar of the Scripts window deletes the script selected
in the record area of the window. It is only possible to delete scripts not
referenced elsewhere in a sign plan. If a sign references the script in the Signs
window, the reference must be deleted from the Signs window prior to deleting
the script.
To delete a script from the Scripts window:
1. Select the script to delete in the record area of the Scripts window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
4. If the script is not referenced anywhere else in the sign plan, the script 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 script and delete
them before attempting to delete the script again.
Using the Signs Window
The Signs window is the final stop in the creation of a sign plan. Access the Signs
window by clicking the Signs button on the main control panel. This window is used to
assign addresses and scripts to individual reader boards.
The reader board address in the TASKE WallSign Administrator must equal the address
setting in the reader board. Matching the two addresses is essential in establishing a
communication link between the reader board and the software.
The assignment of a script to a reader board creates a link between the reader board 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-29-and the sign plan. When a script is assigned to a reader board it is linking the reader
board to its associated day plan, decision trees, and messages. Using the sign plan
components, the WallSign Server is capable of determining which message to play
based on the location of the reader board, the day of the week, the time of the day, and
the call center conditions.
Components of the Signs Window
The Signs window is comprised of three sections: the record area, the toolbar,
and the record edit area.
Record AreaThe record area of the Signs window
lists the defined reader boards. Select a
reader board from the list for editing or
deletion. When selected, a reader
board is highlighted in blue and its
details can be viewed and edited in the
record edit area.
ToolbarThe toolbar in the Signs window is used
to define and name new reader boards,
edit the setup of existing reader boards, and delete the setup of reader boards no
longer needed.
Record Edit AreaThe record edit area of the Signs window provides the interface for addressing
reader boards and assigning scripts to each.
Use this area to address and assign scripts to
new reader boards and to edit the addresses
and script assignments of existing reader
boards.
Defining A Sign (Spectrum Reader Board)
Use the Signs window to associate a Spectrum reader board with a message or
a group of messages. To add a reader board to the TASKE system it must be
named, addressed, and assigned a script. The assignment of a script to a reader
board completes a sign plan. The script associates messages and all of their
conditions with a particular reader board.
To add a reader board to the TASKE system:
1. Click the Config button to choose Configuration mode and click the Signs 
						

							WallSign                                            TASKE Call Center Management Tools Version 7.0-30-button on the main control panel.
2. Click New on the toolbar.
3. Type a Name for the reader board.
4. Select an Address for the reader board from 00 to 99.
5. Click the Script field and select a script.
6. Click the Update button on the toolbar to save the settings for the reader
board.
7. Follow the instructions from Spectrum Corporation and address the reader
board to match the address of the reader board in the WallSign
Administrator.
Deleting a Sign
The Delete button on the toolbar of the Signs window deletes the sign selected in
the record area of the window. It is only possible to delete signs not referenced
elsewhere in a sign plan. If a sign is referenced anywhere in a sign plan, the
reference must be deleted from the Signs window prior to deleting the sign.
To delete a sign from the Signs window:
1. Select the sign to delete in the record area of the Signs window.
2. Click the Delete button on the toolbar.
3. Click Yes in the Sign dialog box to acknowledge the deletion.
4. If the sign is not referenced anywhere else in the sign plan, the sign 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 sign and delete
them before attempting to delete the sign again.
Using the Quick Messages Window
Click the  button to access the Quick Messages window. This 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. 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.
Messages are created with text and the tools of the record edit area of the Quick
Messages window. Simply click the buttons to add ACD variables, color, graphics, and
effects to the message text. When one of these components is added to a message, the