Toshiba Strata Dk424 Quick Reference Guide

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inView
Quick Reference Guide
BUSINESS
TELEPHONE
SOLUTIONS
Digital Business Telephone Systems
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Toshiba America Information Systems, Inc.
Telecommunication Systems Division
9740 Irvine Boulevard, Irvine, CA 92618-1697
http://telecom.toshiba.com
D42-QR-INVIEWVA
4010357 
Version A, May 1999
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Quick Reference Guide
Introduction
This guide describes how to use the inView LAN 
application.
Instructions for customizing the PC-wallboard 
displays and status displays are also covered. 
This guide is written assuming that you are 
familiar with operating a PC, mouse, and 
software.
Related Documents
Refer to the following documents for more 
information:
©Call Center Solutions 
©Insight DK Supervisor Guide 
©Insight DK Installation Guide
©Strata DK424 Insight DK CD-ROM 
Overview
The inView Local Area Network (LAN) 
application displays performance information 
and agent/extension status on your PC monitor. 
You can select the performance parameters and 
agent groups to monitor. You can also send text 
messages to any inView display or group of 
displays.
The inView application works in conjunction 
with the Strata DK Insight and Insight DK Plus 
ACD MIS application. Refer to the section titled 
“Related Documents” for more information.
inView product is a Microsoft® Windows®-
based product that can show two different types 
of displays:
©LAN Wallboard view shows agent group 
statistics in large character format (see 
following figure). This Wallboard has four 
general call center parameters – Calls in 
Queue, Longest Wait Time, Number of Calls 
Answered and Abandoned. Two personal 
call center parameters – Call Answered and 
Grade of Service – have background colors 
for labels. This allows agents to quickly see 
how their performances compare with that of 
the overall call center.
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Quick Reference Guide ©
The inView LAN PC displays are different 
from wallboards, which are physical display 
boards. The Insight DK application also 
supports physical wallboards (see the Insight 
DK Supervisor Guide for details).
Both the LAN Wallboard view and status 
displays can be customized with window 
tools such as “click and drag,” toggle buttons 
and a tool bar. Each time a window opens, it 
defaults to the last saved display and 
configuration used by the login name.
inView LAN displays can be shown as long 
names:
...or by short names:
Status BarButtons
Device Group StatisticsAgent Statistics
Parameters
3933
Parameters
Parameters
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Quick Reference Guide
Pop-up on Message
If the inView client application is in the 
Wallboard View and the application has been 
minimized or put to the background, and an 
alarm threshold has been exceeded, then the 
inView LAN Wallboard is brought to the 
foreground if Pop-up on Message is ON. Any 
work in progress in another application, e.g. word 
processing is not interrupted.
Note
Alarms are set by the MIS 
Administrator. 
Always-on-top Option
The user can specify that the inView LAN client 
application always remains on top of all other 
application windows, even when other 
applications are being used
. A check indicates 
this feature is ON.
Status Bar
The status bar provides descriptions of some 
icons or shows current state of the applications. 
To o l b a r
The toolbar provides icons that perform the same 
functions as selecting menu items.
 
2. From the Properties for the Status 
View, you can:
©Select the Long or Short Name 
Format
©Change font of the Status View
3. Click OK.
äFrom the View menu, select Popup Alarm.
äFrom the View menu, select Always on Top.
äFrom the View menu, select Status Bar.
äFrom the View menu, select Toolbar.
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Quick Reference Guide
Parameters Only View
You can minimize the view to display just the 
parameters only
. 
Messages
You can send a message of up to 256 characters 
to any other inView User, Agent, or Agent 
Group, depending on the Message Access Level.
You can store up to ten frequently used messages 
in a message library. Messages are added and 
removed using the Add and Delete Message 
Library buttons, and are recalled by selecting 
them from the Message list.
Messages can be displayed as normal or high 
priority messages.
äSending a Message
äDouble-click in the parameter section of 
the screen (see illustrations on Page 2).
1. Within inView: From the View menu, 
select Message from the View menu
...or from the Insight DK toolbar, 
select the Message icon
2. Select a message from the drop down 
list 
...or type a new one into the Message 
box.
3. (optional) Click ADD to add this 
message to the library.
You can also Delete messages from 
the library within this box.
4. Select a priority for the message, 
either Normal or High.
5. Select one or more message 
recipient(s) from the three list boxes: 
LAN Wallboard User, Agent Group 
or Agent Name.
6. Press Send.
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