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 list of current Super Groups or 
edit an existing Super Group.
3. Click-on Create
 (unless editing an existing Super Group), then 
click-on OK
 in the next dialogue box.
4. Click-on Edit Super Group
. Give the Super Group a name and 
select groups from the bottom right list to Add to the Groups in 
Super Groups list on the left.
5. When complete click-on OK
, then OK 
again, and Save 
Changes
.
6. In the real-time display create a new graph window.
7. Right-click to change the graph window properties. 
						

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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 current shift and set to an 
interval time of your choice (refer to Figure 3).
1. Add a new statistics window to the real-time display.
2. Select Setup then Real-time Statistics from the Setup pull-down 
menu in the menu bar.
3. Set the interval time to the required length. (Between 1 and 
1440 minutes).
4. Select the required daily shift from the list on the right 
(Available Shifts) and Add to the list on the left (Daily Shifts).
5. When complete select OK.
Figure 3: Real Time Call Statistics Dialogue Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
You also can move the desired shift to the left screen by 
double-clicking on it. If two shifts are selected, the top 
shift will take priority. 
						

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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 pressing the F1 key on your keyboard.
1. Click-on the Alternative Label
 button in the properties box 
(refer to Figure 5).
Figure 5: Properties for the Agent Statistics Window.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard. 
						

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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 
Alternative Label button.
6. In the New Label box type the name that you require for that 
parameter.  When done click-on OK.  The new label will be 
displayed next to the original label.
7. Click-on OK and notice the new label displayed in the 
Statistics window.
Lock Function
Occasionally, supervisors might encounter the need to monitor and 
focus on a specific device. The lock function provides you with the 
ability to lock onto one line, agent, etc., to view only those statistics.  
This helps to avoid having too much space wasted on a display by 
having all statistics displayed.
1. With a real-time statistics window displayed in restored mode, 
resize the window to only show titles and the first column of 
statistics.
2. You can now scroll across to the column you wish to view and 
click-on lock.  This will remove the scroll bars and lock to that 
column.  To view another column click-on lock again and the 
scroll bar reappears.
Large Character Windows
Parameter Title Bars
This is another way of creating a title bar for a large character 
window, without having to manually type in text.  By doing titles this 
way, if a name is changed in the Configurator, it will automatically be 
updated here.
1. Create a new large character window in the real-time display.
2. Right-click to open up the properties. 
						

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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 for each type of 
device in the Alarms Configuration dialog box (refer to Figure 6).
When generating a multiple number of Large Character 
Windows, the Discovery ACD always reverts to the 
format of the last created Large Character Window.  If 
you wish to make the Large Character resemble another 
selection, left-click once on a Large Character Window 
that you wish to copy, then click-on the New Window 
icon, and select Large Character from the list.  This will 
create a copy of the window you clicked-on instead of a 
copy of the last large character window created. 
						

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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 to Help by pressing the F1 key on your keyboard.
3. You can now apply filters to the alarms so that only certain 
exceeded thresholds will beep. 
						

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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 windows. The Reporter, 
Discovery ACD’s reporting application, provides a wide variety of 
fully configurable reports on inbound and outbound call activities to 
supply you the information needed to improve operational controls. 
Call volume, handling time, service levels and staff requirements can 
be analyzed in a variety of ways. Discovery ACD can examine 
workload trends and compare staff availability to actual needs. 
Access to unlimited historical data can be used to forecast future 
trends. Reports can even be scheduled to run automatically, saving 
you time and effort.
All reports can be viewed on screen or printed, and can be compiled 
using data originating as far back as the original installation date, 
even if upgrades are applied.
How Does the Reporter Work?
To enable users to create the appropriate reports, raw data is collected 
by Discovery ACD from the telephone system, through the 
Configurator.
While the Discovery ACD is running, all monitored telephone traffic 
is logged to hard disk for analysis by the Reporter. To simplify the 
process of reporting, the Discovery ACD Reporter provides the 
concept of a “report template” to define the contents of a report. You 
can create any number of report templates. Once created, the report 
template handles most of the details concerning the collation of 
individual reports.
The Configurator must mirror the telephone system 
configuration otherwise the information collated by the 
Reporter will be inaccurate. 
						

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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 of devices, and a super group is a collection of groups.
The Discovery ACD Reporter reports on individual devices, groups 
and super groups. The following devices (refer to Table 1) can be 
configured using the Configurator: 
						

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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 
monitored switch.
Extensions Extension is the physical telephone handset or station at which an agent can receive incoming 
calls, make outgoing calls, or handle other forms of internal telephony traffic.
Agent An agent is the telephone operator who handles calls at an extension to enable call center 
telephony routing facilities within the switch. The PIN should uniquely identify the agent if the 
Discovery ACD is to give meaningful statistics concerning the agents’ activity.
DIDs
*
A Direct Inward Dial (DID) number is a dynamic numeric attribute assigned to a line on an 
incoming call. A DID call can be routed to a group of extensions/agents or to an individual 
extension/agent depending on how the call routing software within the switch is programmed. If 
configured correctly, the Discovery ACD can monitor in real-time and historically the activity 
of inbound calls associated with DID numbers.
Account 
CodeWhile handling a telephone call it is possible for an extension/agent to enter account codes that 
describe the nature of the call. Up to nine-digits can be entered per account code, and up to 20 
account codes can be entered per call. The Discovery ACD Reporter provides analysis of 
account code usage.
* Not Supported Until KSU Feature Package 2. 
						

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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 
break times). In this way it is possible for a report to cover a six-
month period only looking at the activity on Mondays.
Filters
The standard items that make up a report template tend to analyze a 
call center from a singular point of view only. For example, consider 
the Agent Traffic Report and the Extension Traffic Report. These two 
reports analyze Agent traffic and the associated Extension traffic in 
isolation.
If your call center is set up to route calls to a particular group of 
extensions, the performance of each agent on a per extension basis 
could be obtained by attaching report filters the report items. For this 
example you could either create a series of Agent traffic reports, each 
filtered to a different extension. Or you could create a series of 
extension traffic reports, each filtered to a different Agent.
Filter elements supported
A report filter is made up of a logical combination of filter elements. 
Each report item within a report template can have a different report 
filter attached to it if necessary; the following filter elements are 
supported: