Vodavi Discovery Acd User Guide

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Figure 2: Composite Real Time Screen
Graph Windows
Discovery ACD also allows you the option of displaying certain 
device clients in a graph-window format. Graph windows use 
information from super groups – super groups must be set up in the 
Configurator.
1. Open the Configurator.  Select the Edit Super Groups
 button 
for the device to which you wish to add a Super Group.
2. Click-on the next number on the...

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8. Select the Device Type and in Device Name select the new 
Super Group.
9. When complete click-on OK, then resize the graph window as 
appropriate.
Statistics Windows - Changing Shift/
Interval Time
Advanced Statistics Windows can be used to show real-time displays 
at designated intervals. The daily/interval times on the real-time 
statistics can be amended to reflect the...

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Using Alternative Labels
The titles in all statistics windows can be changed to reflect the 
appropriate information. To change the titles in the darkened area of 
the Statistics Windows (as displayed in Figure 4), use the alternative 
label feature, and perform the following steps:
Figure 4: Agent Statistics Window. For further information on any part
of this window box, refer to Help by...

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2. Create a new Real-time Statistics window (or you can change 
the properties of an existing statistics window).
3. Open up the properties for the window by clicking-on the icon 
or right-clicking the window.
4. In the Displayed Parameters box select the parameters you 
want to show in the window.
5. In the same box, select the parameter of which you wish to 
change the name.  With the parameter highlighted, click-on the...

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3. Select the same device type as the window containing the 
parameter.
4. Select the same device name.
5. In the parameter list select the relevant title, i.e. Agent number, 
Agent name (short), Agent Name (long).
Status Windows
Alarms Configuration
With Discovery ACD, audible and visual thresholds can be 
configured to help alert managers of particular situations and address 
immediate issues. The alarm feature can be set up...

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Figure 6: Alarms Configuration Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
1. Select Setup
, then Alarms 
from the pull-down menu.
2. From the Alarms Configuration dialog box (refer to Figure 7), 
click-on Audible Alarms to enable the alarms.
Figure 7: Alarms Configuration Dialogue Box.
For further information on any part of this dialog box,
refer...

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4. To apply a filter select the device you wish to filter.  Now select 
the filter group and remove the ticks on the alarm thresholds 
you do not want to be audible.
5. When complete click-on OK, and then Close.
What is the Reporter?
The convenience and flexibility of Discovery ACD goes beyond an 
extensive set of user-configurable real time displays, visual feedback, 
audible and visual alarms, and color-coded...

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Report Concepts and Terminology
To understand the Discovery ACD Reporter, it is vital to understand 
some of the key concepts and terminology used in the product. 
Reference is made to devices, templates, shifts and filters, which are 
all described in this section. 
Devices
Discovery ACD treats lines, DIDs, extensions and agents as devices. 
Create “groups” and “super groups” of devices; a group is simply a 
collection...

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Table 1: Devices
Device Description
Lines In the context of Discovery ACD, a line represents either one of the external trunks connected 
to the switch being monitored, or one of your network tie lines connecting the monitored switch 
to an external switch. Each line can handle one telephone call at a time. Calls are denoted as 
incoming or outgoing calls depending on whether it was originated outside or inside the...

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Shifts
Before a report can be created, the user must program the appropriate 
shifts into the Discovery ACD Configurator. In addition to being used 
to create reports during real working shifts, other shift times can be 
used to allow the user to better understand what happens outside 
normal working hours, or perhaps at certain times of the week (for 
example, on Mondays) or at certain times of the day (such as during...