Only one set of pending configuration changes can be saved at any time. If another user saves changes to the same element of YourSite Explorer that you are updating, you receive an error message when attempting to save your changes. In these instances you must refresh

YourSite Explorer after the other user’s changes have been saved. You may then re-enter and save your changes. We recommend you save your configuration changes frequently, in order to avoid losing work.

YourSite Explorer enables you to have multiple device tabs open simultaneously. However, as a best practice, we recommend you only have the device tabs open that you are currently using.

We recommend you avoid modifying large data sets from within YourSite Explorer as performance levels will be negatively affected. As a best practice, all large dataset modifications should be made on the telephone switch directly and synchronized back to

Contact Center Management. If you prefer to perform modifications inside YourSite Explorer, we recommend you partition the changes into smaller chunks of data.

STARTING YOURSITE EXPLORER

NOTE: Launching client-side applications from the task bar causes them to bypass the Updater

Service process. To ensure successful updates from the Enterprise Server, after an upgrade close all client-side applications for 15 minutes or reopen them from the Start menu/Start screen.

To start YourSite Explorer

1. Open YourSite Explorer.

2. If prompted, type your Username and Password and verify the Enterprise Server IP address.

3. If you use Secure Socket Layer, select the SSL check box.

4. Optionally, select the Remember my credentials check box.

5. Click Log in.

YourSite Explorer

YourSite Explorer Start Page

The YourSite Explorer Start Page is a startup resource that provides links to both information resources for getting started as well as system information for Contact Center Solutions. By default, if enabled, the Start Page opens automatically with each new session of YourSite Explorer.

The Start Page has two tabs: Getting Started and System Information.

Getting Started—provides configuration overviews for Contact Center Solutions and includes the following tabs: l l

Welcome—details the contents of both the Getting Started tab and the System

Information tab

Contact Center Management—overview of Contact Center Management configuration l l

Business Reporter—overview of Business Reporter configuration

Workforce Scheduling—overview of Workforce Scheduling configuration for employees and schedules

NOTE: You must be licensed for Workforce Scheduling to view this tab.

l l

IVR Routing—overview of IVR Routing configuration

NOTE: You must be licensed for IVR Routing to view this tab.

System Information—provides documentation as well as system and license information and includes the following tabs: l l l

Documentation—provides links to Contact Center Solutions and Business Reporter documentation

About—provides system information, custom reports, and contact information for Mitel

Alarms—provides information on currently active Contact Center Management alarms, with links to corresponding Mitel Knowledge Base articles

Configuring the YourSite Explorer Start Page

You can configure the Start Page to open automatically when you start YourSite Explorer. You can also configure whether or not the Start Page automatically loads in the View tab of YourSite

Explorer.

To prevent the Start Page from opening automatically

1. Start YourSite Explorer.

2. On the Start Page, clear the Show page on startup checkbox.

To configure whether the Start Page opens in the View tab

1. Click YourSite=>View.

2. To load the Start Page automatically on startup, select the Show start page check box.

Searching

When you perform searches in YourSite Explorer, you can filter on specific criteria to narrow the search. YourSite Explorer searches on criteria you type into the Search box. The search result will consist of all instances of the search item. For example, if you ran a search for ext, you search result could contain: extension, text, and next time.

Business Reporter User Guide

After you perform an initial search, you can type additional criteria in the box to narrow the search. If no words or numbers match your search request, the resultant list will be blank.

YourSite Explorer can search several variables for devices. For example, for the following devices, the following variables can be searched l l l l

Employees, employee groups—first and last name

Extensions, extension groups—reporting number

Trunks, trunk groups, DNIS, DNIS groups, Account Codes, divisions—name and reporting number

Phone numbers, phone number groups—search on information found in all columns except

Created by, Created date, Last modified by, or Last modified.

To search for a specific word or number l

Select a device, and, in the Search box, type the word or number.

Paging

Paging enables you to specify the number of items to be included per page. You can reduce the page size to increase the application speed. By default, the page size allows for 100 items. When changing the page size, you must close and re-open the device window.

To change the number of items viewed per page

1. In YourSite Explorer, on the ribbon, click Business Reporter.

2. Click the View tab.

3. After Page size, select number of items to be viewed per page.

4. Click Save.

Filtering

The filtering bar enables you to access records alphabetically and numerically.

To filter records alphabetically l

On the filter bar, click the letter with which the record begins.

To filter numerically l

On the filter bar, click # to view records that start with numbers 0 through 9.

To reset filtering l

On the filter bar, click All to view all records.

You can filter and then search within the filtered records. For example, click F to filter for all records that start with the letter F. Then type th to search within that list for any record with th.

Customizing the user interface

You can customize the user interface by minimizing aspects of it, changing the order of the columns, changing column options, and adjusting the page size. This customization is referred to as a profile.

Your profile is associated with the user name you use to access YourSite Explorer. Each time you close YourSite Explorer, your profile is automatically saved. When you reopen YourSite Explorer using the same user name, the user interface displays your profile.

YourSite Explorer

Minimizing aspects of the user interface

To add space to the user interface so you can view additional rows of data, you can minimize the following window elements.

l l l

Filter bar

The filter bar is the bar on which the alphabet is displayed

Page bar

The page bar is located above the filter bar. The page number is displayed on the left side of the page bar

Ribbon

The ribbon is located at the top of the user interface. The ribbon includes Home, View, and

Configuration tabs, and enables you to add devices and change the view (horizontal or vertical). Ribbon attributes change depending on the area you are viewing

To hide the filter bar

1. In YourSite Explorer, on the ribbon, click the View tab.

2. Click Business Reporter.

3. Clear the Show filter bar check box.

To hide the page bar

1. In YourSite Explorer, on the ribbon, click the View tab.

2. Click Business Reporter.

3. Clear the Show page bar check box.

To minimize the ribbon

1. In YourSite Explorer, on the ribbon, click the Customize Quick Access Toolbar.

2. Click Minimize the ribbon.

The ribbon at the top of YourSite Explorer is hidden.

Selecting the first record of each list

You can save time by configuring YourSite Explorer to automatically select the first record on a page.

To select the first record of each list

1. In YourSite Explorer, on the ribbon, click the View tab.

2. Click Business Reporter.

3. Select the Select first record check box.

Changing the order of the columns

You can reorder columns in either of two ways. You can drag a column heading to a different position

on the table, or you can change column order using Column options. See "Changing column options" on page 61.

To drag column headings

1. With the device window open, select the column heading to be moved.

2. Drag it to a different position on the table.

Business Reporter User Guide

Changing column options

You can adjust the width and order of columns, and hide or show columns in device windows.

To adjust column width

1. Drag the column to the left or right to adjust its width.

2. Click OK.

To hide a column

1. Right-click a column heading.

The Column options window opens.

2. Select Column options.

3. Select the column heading to be hidden.

4. Click <<.

5. Click OK.

To change the order of columns

1. Right-click a column heading.

The Column options window opens.

2. Select Column options.

3. Select the column heading to be moved.

4. Use the arrows to change the order of the column headings.

The top column displays first in the device window.

5. Click OK.

Duplicating devices in YourSite Explorer

Devices in YourSite Explorer can be copied and pasted to create duplicate devices for the configuration of a resilient contact center. A copied device has the same configuration as the original and any unique fields must be changed to new values before the copied device can be saved.

Duplicated devices will duplicate the membership of the original, so that a duplicate queue, for example, would have the same agent group members as the original queue.

NOTE: l l

Embedded RAD messages on 3300 media servers may not be copied as they need to be saved locally on that 3300 media server.

YourSite Explorer does not support copying and pasting devices using CTRL+C and

CTRL+V.

To duplicate a device in YourSite Explorer

1. Select a device or range of devices.

2. In the ribbon, click the Home tab.

3. Click Copy.

4. Click Paste.

5. For any copied device, put new values into fields that must be unique to a single device.

6. Click Save.

YourSite Explorer

Alternatively, to duplicate a device in YourSite Explorer

1. Right-click on the device and select Copy.

2. Right-click and click Paste.

3. For any copied device, put new values into the fields that must be unique to a device.

4. Click Save.

Making multiple changes

In one action, you can edit common information across multiple devices of the same type. If, for example, you recently set up your system to be resilient, you must configure your employees as resilient. You assign resiliency to multiple employees by selecting multiple employees and then selecting the This employee is resilient check box.

You can change information that is common across multiple devices only. For example, you cannot change Name and Reporting number across multiple employees because they are specific to each device item.

When you edit common information across multiple devices of the same type, but the devices have different options selected, text boxes show as blank, combo boxes are blank, option buttons are cleared, and check boxes are filled.

You can make multiple changes to l l l

Employees

Trunk groups

DNIS

Changing the YourSite Explorer view

You can select from two window orientations: horizontal or vertical. The horizontal view displays information in a horizontal layout. The vertical view displays information in a vertical layout.

When you close YourSite Explorer and then restart it, Business Reporter displays the view and device windows that were open the last time you used YourSite Explorer.

To select a particular view

1. On the ribbon, click View.

2. Click Business Reporter.

3. Select Horizontal or Vertical.

Importing and exporting data

You can import or export call types, call rates, or carrier plans in .xml format to Business Reporter.

The import/export tool overwrites call types, rates, and carrier plans only, and will not affect any other configuration (including subscriber plans). Importing and exporting data works similar to the backup and restore functionality for Business Reporter devices and is designed primarily for dealers to configure the software for customers with similar configurations. However, it does not work similar to .csv import functionality, and customer and dealers wanting to import a specific set of data

(such as call rates) are recommended to use the .csv import tool. For details on .csv imports, see

"Importing a range of devices using a .csv file" on page 95.

Business Reporter User Guide

To import a file

1. In YourSite Explorer, on the ribbon, click the Configuration tab.

2. Click Business Reporter.

3. Click Import.

4. Locate the file to be imported.

5. Click Open.

The file is imported.

6. Click Save.

To export a file

1. In YourSite Explorer, on the ribbon, click the Configuration tab.

2. Click Business Reporter.

3. Click Export.

4. Locate the file to be exported.

5. Click Open.

The file is exported.

6. Click Save.

Submitting feedback

YourSite Explorer includes a feedback form for users to indicate areas of the application they like or dislike, highlight problems they experienced, or to provide suggestions for future YourSite Explorer development.

To submit YourSite Explorer Feedback

1. In the YourSite Explorer ribbon, click the File tab.

2. Click Feedback.

3. Select a category for your feedback.

4. Under Comments, enter your feedback.

5. If you want to provide your feedback a rating, click on the star buttons.

Clicking on the left side of a star gives a .5 of a star, while clicking on the right side of a star gives a full star.

6. If you want to clear the form, click Reset.

7. Click Send.

ENTERPRISE SETUP

For all telephone system types, you set up your enterprise structure in YourSite Explorer.

To set up your enterprise structure

1. Specify enterprise settings.

2. Add a site.

3. Add media servers to the site.

Enterprise setup

You must understand the following terms to set up your enterprise structure.

l l l

Enterprise

The enterprise is all of the contact center sites that comprise your company.

Site

A site is an office location with one or more media servers. It can be the office where the

Business Reporter Enterprise Server is installed or a branch office.

Media server

The media servers are the means by which customers communicate with you.

STARTING BUSINESS REPORTER

To start Business Reporter on the Enterprise Server or on a client computer

1. Start Internet Explorer and type your Enterprise Server IP address http://[your Enterprise

Server IP address]/CCMweb/.

2. Click Favorites=>Add to Favorites to add the Enterprise Server IP address to your list of favorite addresses.

3. Click OK.

4. Click Favorites, locate the Business Reporter entry (at the bottom of the list) and drag it to the top of the list.

5. Optionally click Make Home Page to set the Enterprise Server IP address as your home page.

6. If prompted, type your user name and password and click Submit.

CONFIGURING ENTERPRISE SETTINGS

When programming the enterprise, you configure Enterprise Server general settings, global system language settings, some maintenance services, and email settings for alarm notifications). The

Enterprise Server is the computer on which Contact Center Management is installed.

Configuring the Enterprise Server settings

To configure the Enterprise Server settings

1. Click YourSite=>Enterprise.

2. In the Enterprise tab, type the Name of the Enterprise.

3. Verify the IP address/DNS name of the Enterprise Server. If the IP address is incorrect, after

IP address/DNS name, type the IP address of the Enterprise Server.

NOTE: If you want to change the Enterprise IP address, use the Contact Center Client

Update Server IP Wizard. See "Updating server IP addresses" on page 49.

4. After Real-time port, type the real-time port number.

The default real-time port is 5024.

The real-time port is used to communicate real-time events.

5. After Auditor port, type the Auditor port number.

The default Auditor port is 5025.

The Auditor port is used to run Auditor events.

6. After MiTAI proxy server port, type the MiTAI proxy server port number.

The default MiTAI proxy server port is 5026.

Business Reporter User Guide

7. If you want Lifecycle reports, select the Enable LifeCycle reports check box.

8. If you use Secure Socket Layer, select the This server uses Secure Socket Layer (SSL) check box.

9. If you want to be notified when your warranty is about to expire, select the Display warranty

warning and expiration message check box.

10. If you do not want client applications to be automatically updated, clear the Auto update

client applications check box.

By default, client applications are updated automatically.

11. Click Save.

Configuring enterprise maintenance functions

To configure enterprise maintenance functions

1. Click YourSite=>Enterprise.

2. Click the Maintenance tab.

3. After Zip files older than, select the number of days after which you want to zip data files.

4. After Purge reports older than, select the age after which reports will be discarded.

5. After Delete maintenance logs older than, select the age after which maintenance logs will be discarded.

6. After Delete configuration backup files older than, select the age after which configuration backup files will be discarded.

7. After Time Maintenance Service runs, select the time the maintenance service summarizes data.

The maintenance service is set to run at 2:00 A.M. by default. Select a time for the maintenance manager to run when your contact center is closed or is the least busy.

8. After Purge Life cycle reports older than, select the age after which Life cycle reports will be discarded.

9. Click Save.

Configuring email settings

You configure email settings so you are notified by email about Enterprise Server and real-time performance issues.

To configure email settings

1. Click YourSite=>Enterprise.

2. Click the Email settings tab.

3. After Mail Server address, select the IP address of the SMTP Mail Server.

4. After Email notification interval minutes, select the duration (in minutes) after which you will be notified when an alarm occurs.

5. After Send Enterprise Server alarms to the following address(es), type the email address of the employee(s) who will receive the email notification.

6. Click Save.

Adding media servers

ADDING SITES

A site is an office location with one or more media servers. It can be the office where the Enterprise

Server is installed or a branch office.

Your site structure determines how you view statistics and reports. When you set up your site structure, you specify site and media server information. When you add a site, you add the name of the site and the time zone. By making each site distinct, you can restrict user access to sites. For

more information on restricting user access, see "Configuring security roles" on page 151. The site’s

language determines the default language setting for employees associated to it. Changing the site’s language will change the language setting for employees associated to it.

Administrators can also restrict the site’s use of Contact Center Client’s Chat Integration, which enables employees to chat with each other in Contact Center Client. Prior to Version 7.0, there was an option to use Microsoft Lync as the default chat client instead of Contact Center Chat. In Version

7.0 and greater, YourSite Explorer automatically detects if you have Lync Server and enables it as the default chat client. If your contact center is a mixed environment where some users have Lync and others do not, you may want to use Contact Center Chat to ensure all employees can communicate. For information on using Contact Center Chat in an environment with Lync on some systems, see the following Mitel Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52084.aspx

To add a site

1. Click YourSite=>Site.

2. Click Add.

3. After Site Name, type the name of the site.

4. After Time Zone, select the time zone and closest location from the drop-down list.

5. After Site Language, select the site language from the drop-down list.

6. To disable Contact Center Client Chat Integration, clear Chat Enabled.

7. Click Save.

ADDING MEDIA SERVERS

NOTE: The SX-200, Axxess, and 5000 media servers are not supported with Version 7.1, except as historical media servers. When upgrading to Version 7.1, SX-200 media servers, along with their associated extensions, agents, agent groups, queues, trunks, and trunk groups, are set to historical.

Axxess and 5000 media servers must be marked as historical before upgrading to Version 7.1 to retain historical data.

You must give each media server a distinct name when setting up your site to distinguish between the various types of media for management and reporting purposes.

To verify the media server types and the number of employees for which you are licensed, in

CCMWeb click Help=>About your Mitel applications or access the System Information tab in the

Start Page of YourSite Explorer.

When you first install Business Reporter, a 3300 ICP media server is added to YourSite Explorer by default. If you do not plan to use this server, we recommend you delete it to avoid receiving unnecessary alarms or error messages.

Business Reporter User Guide

You select your media servers from the following media server types and add them to your site.

3300 IP Communications Platform (ICP)

The 3300 ICP system streams SMDR over TCP/IP.

See "Adding 3300 ICP media servers" on page 67.

ADDING 3300 ICP MEDIA SERVERS

You must first add the 3300 ICP media server and then configure its location settings, telephone system settings, data summary options, data collection settings, MiTAI options and, optionally, write-back functionality and call recording.

NOTE:

l l

As a best practice, we recommend you perform Full Synchronization after adding and configuring a media server in YourSite Explorer and before configuring telephone system

settings for the media server. For more information on synchronization, see "Configuring the

YourSite database using synchronization" on page 79. For information on performing

synchronization, see "Performing synchronization" on page 82.

If you are adding media servers as part of a new installation, we recommend you perform synchronization after all media servers have been added. For more information, see the

Business Reporter Installation Guide.

Prior to Version 7.0, media servers could be one of three types: Enterprise Node, which is a standard media server, Agent/extension gateways, which did not file queue data to SQL, and Queueing gateways, which did not file agent or extension data to SQL. As of Version 7.0 and greater, all media servers are Enterprise Node by default.

When upgrading to Version 7.1, agent and extension gateways and Queueing gateways are converted into Enterprise Nodes. Agent and Extension gateways will have queues created for them.

Converted Queueing gateways will have employees, agents, and extensions created for them.

To add a 3300 ICP media server

1. In YourSite Explorer, click YourSite=>Media servers.

2. Click Add=>3300 ICP.

3. After Name, type the name of the media server.

NOTE:

l l

To distinguish between the various types of media for management and reporting purposes, you must name each media server distinctly when setting up your site.

The Media server ID field will be populated with a unique number after the media server has been saved.

4. After Site, select the site where the media server resides.

5. After Computer name, select the computer where the server resides.

6. The field after Telephone System Version is read-only and is automatically populated after synchronizing with the telephone system. It describes the active software load version on the telephone system.

Adding media servers

7. To be informed of media server alarms, select the Enabled for alarms check box.

NOTE: Selecting this check box will inform you of media server alarms via RSS and email.

For more information, see "Monitoring and alarming subsystem" on page 138.

8. The SDS Mode check box is automatically selected, if applicable, after synchronizing with the telephone system.

NOTE: In a network or cluster of elements, the System Data Synchronization (SDS) feature keeps programming data, such as Interconnect Handling Restrictions, Feature Access

Codes, and Class of Service Options, identical at each element.

9. If you have hot desking agents, select the Uses hot desking agents check box.

NOTE:

If this is selected, all created agents will be hot desking agents. You cannot mix hot desking and standard agents.

‘Uses hot desking agent’ is enabled by default. It is recommended that Workgroup

Edition only use hot desking agents.

10. Select Licensed for Business Reporter if you are applying for a Business Reporter license.

NOTE: This check box is selected by default when you add a 3300 ICP media server and have remaining Business Reporter media server licenses. If you are licensed for Contact

Center Management and Business Reporter, you must select 'Licensed for Business

Reporter' to have access to Business Reporter. If you are not licensed for a product, you will not be able to select the check box for that product.

11. If you want to designate the media server for historical reporting use only, click Make

historical.

Making a media server historical terminates all active licenses for devices associated with that media server. Historical data is retained on the media server but no new data is collected.

12. After IP address /DNS name, specify the IP/DNS address of the media server.

13. After Username, type the username used to connect to the telephone system.

14. After Password, type the password used to connect to the telephone system.

15. After Confirm password, type the password used to connect to the telephone system.

16. Click the Test Connection button to test the connection between the media server and the

Enterprise Server.

This connection is required to ensure Synchronization functionality.

17. Click Save.

18. Configure the location settings.

See "Configuring location settings for 3300 ICP media servers" on page 68.

Configuring location settings for 3300 ICP media servers

To configure location settings for a 3300 ICP media server

1. Click the Location tab.

2. After Country, click the Browse button and select the country where the media server is located.

3. After Area, click the Browse button and select the appropriate area code for the media server's location.

Business Reporter User Guide

4. After Minimum digits to dial locally, specify the minimum number of digits required for a local external call.

NOTE: Digits less than the minimum are treated as internal calls.

5. After Maximum digits to dial locally, specify the maximum number of digits required for a local external call.

NOTE: Digits exceeding the maximum are treated as long distance external calls.

6. After Outbound dialing prefix, specify the number dialed to access an outside line.

7. Configure the data summary options for the 3300 ICP.

See "Configuring data summary options for 3300 ICP media servers" on page 69.

Configuring data summary options for 3300 ICP media servers

Contact centers operating over midnight should have ‘This enterprise operates 24 hours a day’ selected for the media server. This option provides more accurate reporting over midnight and determines when and how agent shifts are opened and closed after midnight.

If this option is selected, the system automatically closes and re-opens agent shifts at midnight. All agents remain logged into the system. Agent shift reporting is uninterrupted over this period.

If this option is not selected, the system closes agent shifts after the last agent event before midnight. The system re-opens agent shifts after the first agent events after midnight. All agents remain logged into the system. Agent shift reporting is not extended between the time agent shifts close and the time they re-open.

To configure data summary options for a 3300 ICP media server

1. Click the Data summary options tab.

2. To generate trace reporting, select the Inbound/Outbound/Make Busy Trace reporting check box.

3. If your business operates over midnight, select This enterprise operates 24 hours a day.

4. To track outbound calls that were not answered, select the Credit unanswered outbound

calls check box.

5. If you want to display when calls ring at extensions, select the Monitor Agent Ringing state check box.

6. After Digits dialed prefix, type the digits that must precede a telephone number to make an outbound call.

7. After Digits dialed postfix, type the digits that must follow a telephone number to make an outbound call.

8. After Maximum MiTAI monitors, specify the maximum number of MiTAI monitors.

9. Skip the ACD Options section. Agent ACD options do not apply to Business Reporter users.

10. Under ACD Options, to store ACD redundant events, select the File all ACD stream

redundant events check box.

11. If you do not consider ACD real-time sequence errors as record errors, select the Ignore ACD

real-time sequence errors as record errors check box.

12. Configure Data collection settings.

See "Configuring data collection settings for a 3300 ICP" on page 70.

Adding media servers

Configuring data collection settings for a 3300 ICP

CAUTION: Selecting the TCP, Enterprise Manager (OPS Manager), or Simulation tabs will change the media server’s data collection mode. Ensure that you select the tab for the appropriate data collection mode. Be aware that Simulation mode halts data collection and is used for demonstration purposes only. We do not recommend you run media servers in simulation mode. However, if you want to simulate media server real-time data collection and reporting, see the following Mitel

Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle51207.aspx

To configure data collection settings for a 3300 ICP media server

1. Click the Data collection tab.

2. If you do not use Enterprise Manager (OPS Manager), click TCP. Otherwise, skip to step 8.

3. After SMDR, type the SMDR port number of the media server.

4. If you will be entering ACD information, select the ACD check box and type the ACD port number of the media server.

This is optional. If you are running Business Reporter in conjunction with Contact Center

Solutions, you need to provide ACD information.

5. If you use Traffic Analysis, select the Traffic Analysis check box and type the Traffic

Analysis port number of the media server.

6. After Data Alarm Timeout Minutes, select the duration of the time lapse in minutes from when the data stops streaming to when you want the alarm to display.

NOTE: In a resilient environment, SMDR and ACD data timeout alarms may trigger unnecessarily. To prevent this, set Data Alarm Timeout Minutes to zero.

7. After Notify me during these business hours, click the Search button, select a schedule that reflects the hours of operation for the media server, and click OK.

8. If you use Enterprise Manager (OPS Manager), click Enterprise Manager (OPS Manager).

9. After IP address/DNS name, type either the IP address or the DNIS name of the

Enterprise Manager (OPS Manager) computer.

10. After FTP port, type the FTP port number.

11. After FTP user name, type the FTP user name to gain access to Enterprise Manager (OPS

Manager).

12. After FTP password, type the FTP password to gain access to Enterprise Manager (OPS

Manager).

13. After Remote directory to data files, type the directory path where the data from the telephone system is stored by Enterprise Manager (OPS Manager).

14. Configure the media server's MiTAI options.

See "Configuring MiTAI options for 3300 ICP media servers" on page 71.

Business Reporter User Guide

Configuring MiTAI options for 3300 ICP media servers

To configure MiTAI options for a 3300 ICP media server

1. Click the MiTAI Options tab.

2. After Maximum messages per second, select the number of messages per second from the drop-down list.

The default number of messages is 10 per second. The higher the version of MiTAI, the greater the number of messages per second.

3. After MiTAI auto-synchronization will occur at, select the time from the list that you want

Automatic Synchronization to run.

4. After Specify the port used for the MiTAI data stream, type the port number used for the

MiTAI data stream.

5. To enable write-back functionality, see "Enabling write-back functionality" on page 71.

Enabling write-back functionality

For changes that you make to the configuration settings in YourSite Explorer to be written back to the telephone switch, you must enable the read/write option in YourSite Explorer.

To enable write-back functionality

1. In YourSite Explorer, click YourSite=>Media servers.

2. Select the media server for which you want to enable read/write functionality.

3. On the ribbon, click the Telephone System tab.

4. In the Settings section, select Read/Write.

5. Configure the telephone system settings for the media server.

See "Configuring telephone system settings for 3300 ICP media servers" on page 71.

Configuring telephone system settings for 3300 ICP media servers

To configure telephone system settings for a 3300 ICP media server

1. Click the Telephone system settings tab.

2. Click System options.

3. After Feature access code for silent monitoring, type the feature access code used for silent monitoring, as programmed on the 3300 ICP telephone system.

NOTE: The feature access code for silent monitoring must be unique and up to four digits in length. Do not use * and # alone to define feature access codes.

4. If applicable, after Replacement Access Code, enter the replacement access code programmed on the telephone system.

5. If applicable, after Registration Access Code, enter the registration access code programmed on the telephone system.

6. After ACD Make Last Agent Unavailable on No Answer, select Yes by default.

NOTE: In MCD 5.0, this telephone system setting is called 'ACD Auto Logout Last Agent on

No Answer'. In MCD 6.0, this telephone system setting is called 'ACD Make Last Agent

Unavailable on No Answer'.

7. After ACD Real-Time Events Feature Level, set the value to 1.

8. After ACD Make Busy Walk Away Codes, select Yes by default.

Adding media servers

9. Click SMDR options.

10. If applicable, correct the SMDR Options settings.

For the SMDR Options settings list, see Table 2.

11. Click Class of Service and select a Class of Service number.

The properties for the selected Class of Service are shown in the right-hand pane.

12. After Default type, enter the Class of Service type.

13. After Comment, enter a description for the Class of Service.

14. Select Yes for the following Class of Service options: l

HCI/CTI/TAPI call control allowed

Selecting Yes enables the softphone extensions and IVR Routing ports to be controlled by the host computer.

HCI/CTI/TAPI monitor allowed

Selecting Yes enables an HCI monitor to be initiated against softphone extensions and

IVR Routing ports.

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SMDR external

Selecting Yes enables trunking SMDR.

SMDR internal

Selecting Yes enables SMDR internal records to be generated.

15. After Call forward delay, enter the amount of time to wait before forwarding a call.

16. After Call forward no answer timer, enter the amount of time to wait for a forwarded call to be answered.

17. Select Yes or No for the following additional Class of Service options:

NOTE: You will receive a warning in YSE if you choose a Class of Service option that is not recommended.

Message waiting

This option permits a phone to enable and disable message waiting notification on another phone.

l l l l l

Message waiting audible tone notification

This option enables message waiting notifications to take the form of a tone every time the phone goes off-hook.

Do not Disturb

This option enables users to change their Do not Disturb status and prevents the phone from ringing on incoming calls.

Do not Disturb permanent

This option sets the phone permanently in Do not Disturb.

Public network access via DPNSS

This option enables devices to originate calls to directory numbers on the PSTN.

Selecting 'No' disables network access.

Suppress simulated CCM after ISDN progress

This option prevents the PBX from sending an answer message to a party calling on an

ISDN trunk, preventing systems using MiTAI or HCI to play ringback or call processing tones when the call is answered.

NOTE: Enable this option on end nodes only. Do not enable this option on transit nodes.

Business Reporter User Guide

Recorded announcement device

This option enables RAD ports to play recorded messages for one-way, outgoing audio.

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Accept hot desk login

This option enables a hot desk login on a device.

Voice mail port

This option enables the voice mail system to uniquely identify the party that is receiving a message.

External hotdesk user – answer confirmation

This option forces an external hotdesk user to press a DTMF key to answer incoming calls.

18. After Answer Plus Message Length Timer, specify an amount of time to apply to MCD

RAD messages. The time specified should equal the time it takes for the RAD message to play.

19. After Answer Plus Expected Off-hook Timer, specify the amount of time the RAD can be off-hook and not playing messages before it requires servicing and is removed.

20. Click Class of Restriction.

21. Select a Class of Restriction.

The properties for the selected Class of Restriction are shown in the right-hand pane.

22. After Do you want this Class of Restriction to be the default setting?, select Yes or No.

23. After Classes of Restriction for the group, enter the Class of Restriction numbers to include in the group.

You may specify a range of numbers. Separate numbers using dashes or commas. For example, 1 through 9 may be entered as 1-9, or a combination of individual numbers and ranges may be entered as 1,2,3,7-10,13.

NOTE: Class of Restriction numbers must be entered in ascending order within each group.

24. Click Cluster Setting.

25. If this media server is part of a Mitel cluster, under Cluster setting, select the This media

server is part of a Mitel cluster check box.

26. If this media server is part of a Mitel cluster, after Cluster ID, type the cluster ID.

The cluster ID can be found on the telephone system.

27. If this media server is part of a Mitel cluster, after Cluster name, select the cluster name.

28. If this media server is part of a Mitel cluster, after Cluster ID Digits, type the digits used to identify the cluster.

NOTE: After synchronization, cluster settings will automatically align with the telephone system settings and these fields will auto-populate.

29. Click Save.

30. If you want to enable call recording, see "Call recording" on page 75.

Table 2: SMDR Option Settings

SMDR OPTION

Extended digit length

MCD - Report transfers

Network format

Report Account Codes

Report incoming calls

Report internal calls

Report meter pulses

Report outgoing calls

SMDR record transfer

System identification

Time change report

24-hour time reporting

ANI/DNIS/ISDN/CLASS number delivery reporting

OLI node ID format for incoming trunk calls

Extended time to answer

Standardized network OLI

Standardized call ID format

Suite services reporting

Report internal unanswered calls

SMDR extended reporting level 1

SMDR extended reporting level 2

Report attendant name

Account Code number for internal calls

Path reporting number for internal ACD2 calls

SMDR Meter Unit Per Station

Yes

VALUE

Yes

All

Yes

Adding media servers

Business Reporter User Guide

Call recording

Business Reporter offers 24/7 call recording by integrating with OAISYS Tracer, dvsAnalytics

Encore, or Red Box Quantify call recording software. For enhanced call security, Business Reporter also integrates with the Mitel Secure Recording Connector service to facilitate the recording of Mitel encrypted voice streams by third party software. OAISYS Tracer can optionally be used in conjunction with the Mitel Secure Recording Connector service. dvsAnalytics Encore and Red Box

Quantify must be used in conjunction with the Mitel Secure Recording Connector service. For

information, see "Configuring the Mitel Secure Recording Connector service" on page 75.

For specific information regarding supported third-party versions, see the relevant support statements in the Contact Center Solutions and Business Reporter System Engineering Guide.

Configuring the Mitel Secure Recording Connector service

Business Reporter integrates with Mitel Border Gateway’s Secure Recording Connector service, which facilitates the recording of Mitel encrypted voice streams by third-party call recording equipment. In order to use Contact Center Softphone in conjunction with the Mitel Secure Recording

Connector service, you must complete the configuration process described below.

NOTE:

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Before you can configure call recording in YourSite Explorer, you must configure the Secure

Recording Connector service in Mitel Border Gateway. For Mitel Border Gateway configuration information, see the Mitel Border Gateway Installation and Maintenance Guide.

If multiple Mitel Border Gateways are used in a clustered environment to take advantage of load balancing and the soft phone is connected to the primary Secure Recording Connector when that connector goes offline, the soft phone will re-connect as determined by the cluster.

New soft phones will attempt to connect to the first Mitel Border Gateway configured in

YourSite Explorer, then try the second Mitel Border Gateway configured in YourSite Explorer and as a final attempt, try registering with the media server itself. If it registers with the media server, call recording will not be possible.

For soft phone balancing in a Secure Recording Connector service environment to function properly, you must alter a configuration file on the Mitel Border Gateway server. If you do not, you will have to restart Contact Center Client and the soft phone in the event of a failover. For instructions on how to make alterations, contact Mitel Technical Support at 1-800-722-1301 or [email protected] (North American customers). For customers residing in Latin

America, Europe, the Middle East, Africa, and Asia Pacific, contact your approved Mitel vendor.

To configure the Secure Recording Connector service

1. In YourSite Explorer, under Enterprise, click Media servers.

2. Select a 3300 ICP media server from the list.

3. Click the Call recording options tab.

4. Under Mitel Secure Recording, after IP address 1, type the primary IP address of the

Secure Recording Connector.

Adding media servers

5. If you use multiple Secure Recording Connectors, type the IP address of the secondary

Secure Recording Connectors after IP address 2.

If the soft phone fails to connect to the primary Secure Recording Connector, it will attempt to connect to the secondary. If that fails, then soft phone will use the IP address of the media server programmed in the data collection field. If it uses the IP address of the media server, call recording will not be possible.

6. Click Save.

Configuring call recording integration

Contact Center Solutions offers 24/7 call recording by integrating with OAISYS Tracer, dvsAnalytics

Encore, or Red Box Quantify call recording software.

Using the OAISYS Tracer, Business Reporter can optionally record calls based on pre-defined schedules. With OAISYS Tracer, call recording can be temporarily started or stopped in Contact

Center Client to ensure customer confidentiality or to create a record of volatile or sensitive calls.

See "Recording calls" on page 281.

Indirect recording is not supported with Contact Center Client Softphone.

When a call recording is complete, a hyperlink to the recording is appended to call-specific Lifecycle reports. For more information about Lifecycle reporting, see the Business Reporter Reports Guide.

NOTE:

l l l l l

OAISYS Tracer, dvsAnalytics Encore, and RedBox Quantify call recording integration is supported for use with the Mitel 3300 ICP only.

Before you can configure call recording in YourSite Explorer, you must configure your

OAISYS Tracer, dvsAnalytics Encore, or RedBox Quantify by following the recommended installation and configuration guidelines included with these products.

Contact your OAISYS, dvsAnalytics, or RedBox approved vendor for all setup and troubleshooting issues.

Contact OAISYS, dvsAnalytics, or RedBox for information on integrating call recording with the Mitel Secure Recording Connector.

Ensure call recordings are working properly for all configured extensions before activating the call recording integration in YourSite Explorer.

If you use the Mitel Secure Recording Connector and Contact Center Softphone, you must enter the IP addresses of the Mitel Secure Recording Connector in YourSite Explorer.

To configure OAISYS call recording integration

1. In YourSite Explorer, under Enterprise, click Media servers.

2. Select a media server from the list.

3. Click the Call recording options tab.

4. Under Call recording provider options l l l

After Recorder type, select OAISYS from the drop-down list.

After OAISYS server address, type the IP address of the call recorder.

After OAISYS server port, specify the port of the call recorder.

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After Username, type the username to log into the call recorder.

After Password, type the password to log into the call recorder.

Business Reporter User Guide

5. Click Save.

Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle reports.

To configure dvsAnalytics Encore

1. In YourSite Explorer, under Enterprise, click Media servers.

2. Select a media server from the list.

3. Click the Call recording options tab.

4. Under Call recording provider options l l

After Recorder type, select dvs Encore from the drop-down list.

After Encore Web API address, type http://<Encore Server IP address>/WebAPI/ECAPI.svc

5. Click Save.

Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle reports.

To configure Red Box Quantify

1. In YourSite Explorer, under Enterprise, click Media servers.

2. Select a media server from the list.

3. Click the Call recording options tab.

After Recorder type, select Red Box Recorder.

After Recorder IP Address, type the IP address of the call recorder.

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After Username, type the username of the call recorder

After Password, type the password of the call recorder.

4. Click Save.

Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle reports.

MANAGING HISTORICAL MEDIA SERVERS

Media servers that are no longer in active use can be set as historical to retain data on the media servers associated devices. Historical data is retained on the media server but no new data is collected. When a media server is set to historical, it terminates all active licenses for devices associated with that media server. These historical devices are preserved for historical reporting.

Axxess and 5000 media servers must be marked as historical before upgrading to Version 7.1 to retain historical data.

Adding media servers

Associated devices affected by setting a media server to historical include l l l l l

Agents

Agent groups

Queues

Extensions

Hunt groups

A historical media server is enabled for l l l

Historical reporting for associated devices

Forecasting

ACD and SMDR Inspector functionality

Once made historical, a media server cannot be returned to active service. A historical media server cannot be edited and can only be deleted.

To set a media server as historical

1. Under Enterprise, click Media Servers.

2. Select a media server

3. In the General tab, click Make Historical.

4. Click OK.

To delete a historical media server

1. Under Enterprise, click Media Servers.

2. Select a historical media server.

3. Click Delete.

DELETING MEDIA SERVERS

CAUTION: If you delete a media server, you will delete all of the devices associated to the media server.

To delete a media server

1. In YourSite Explorer, click Media servers.

2. Select the media server you want to delete.

3. Click Delete.

A window opens with the message 'All of the data associated with this media server will be permanently deleted. Are you sure you want to delete this media server?'

4. Click OK.

Business Reporter User Guide

CONFIGURING YOURSITE DATABASE DEVICES

You can configure the YourSite database in the following ways: l l l l

Synchronization

If you have a 3300 ICP, you can synchronize the YourSite database with the trunks and extensions programmed on the telephone system using Synchronization. You can perform

Synchronization on individual telephone systems or all telephone systems in your enterprise.

See "Configuring the YourSite database using synchronization" on page 79.

Active Directory synchronization

If you specified the Windows Authentication model during the Contact Center Management /

Business Reporter Configuration Wizard, you can synchronize your system with Active

Directory at any time from within YourSite Explorer. When you run Active Directory synchronization, employees in YourSite Explorer are synchronized with users in Active

Directory groups. If you use Windows Authentication and Active Directory synchronization, users will not be prompted to authenticate themselves with a username and password when they start Contact Center Solutions and Business Reporter applications.

Quick Setup

To add a range of extensions, trunks, DNIS numbers, and Account Codes, you can use Quick

Setup to configure your system.

See "Configuring devices and device groups using Quick Setup" on page 88.

Manual configuration

You can choose to configure devices manually.

See "Configuring devices manually" on page 96.

CONFIGURING THE YOURSITE DATABASE USING

SYNCHRONIZATION

Synchronization functionality differs depending on the telephone system in use.

Synchronization for the 3300 ICP

YourSite Explorer enables you to configure and write 3300 ICP queues, agent skill groups, and agents (including skill level), and validate/edit contact center related Class of Service, Class of

Restriction, System Options, and SMDR Options settings using synchronization.

This enhanced functionality enables you to configure Contact Center Solutions applications from your desktop. Validation of device and assignment form settings ensures quality data collection and accurate reporting. After running synchronization, Class of Service and Class of Restriction settings programmed in the telephone system can be edited in YourSite Explorer.

During synchronization, administrators can preview device changes, identify devices that should be excluded from synchronization, and manage the business rules related to synchronization of device names and associated device creation.

Configuring YourSite database devices

While synchronizing data, the telephone system continues to operate without experiencing downtime. After synchronization is complete, the Contact Center Client applications open on agent desktops will be refreshed with a device update. A report is then generated to summarize the results of synchronization. We highly recommend that you correct invalid programming, as detailed on the

Telephone system settings tab of media servers in YourSite Explorer, immediately.

In Mitel 3300 release MCD 4.0 SP4, configuring your network using SDS Directory synchronization mode is optional. Customers can continue to operate in the Classic mode, with OPS Manager if operating in a clustered environment. In Mitel 3300 release MCD 5.0 or greater, configuring your network using SDS Directory synchronization mode is mandatory for all sites operating with 20 nodes or less.

Classic mode synchronization

Using YourSite Explorer and the 3300 ICP in Classic mode, you can add, edit, and delete standard agents, agent groups, and queues, as well as ACD related Class of Service (COS), Class of

Restriction (COR), SMDR Options, and System Options. When not in a clustered environment, you can also continue to add hot desk agents and all synchronization device names. Adding hot desk agents in a clustered environment requires the use of Mitel OPS Manager.

SDS Directory synchronization mode

Using YourSite Explorer and the 3300 ICP in SDS Directory synchronization mode, you can add, edit and delete standard and hot desk agents, agent groups, queues, trunks, trunk groups, and extensions, synchronize device names, as well as ACD related Class of Service (COS), Class of

Restriction (COR) SMDR options and System Options in both a single site and in a clustered environment. When operating in SDS Directory synchronization mode, you can configure Network

ACD queue setup on the 3300 ICP without any manual configuration previously required using Mitel

OPS Manager.

NOTE:

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You can only use synchronization to synchronize the YourSite database with resilient,

Network ACD, and clustered telephone systems if you are using 3300 ICP Release MCD 4.0

SP4 or greater, with the SDS Directory synchronization option enabled on all of the telephone systems in your enterprise.

If you edit the feature access code used for silent monitoring on the media server, you must also manually edit the feature access code on the telephone system. The feature access code entered in YourSite Explorer must be identical to that on the telephone system and be valid for use with silent monitoring.

Preparing for synchronization

NOTE: Only Mitel telephones that are programmed on the IP Multiline set assignment form will synchronize with the YourSite database. For details on the phones that are supported, please refer to your Mitel 3300 ICP documentation.

Before you perform synchronization for the 3300 ICP l

Ensure the 3300 ICP is V8.x or greater. You can only use synchronization to synchronize the

YourSite database with resilient, Network ACD, and clustered telephone systems if you are using 3300 ICP Release MCD 4.0 SP4 or greater, with the SDS Directory synchronization option enabled on all of the telephone systems in your enterprise.

Business Reporter User Guide

l l l l l l

Ensure that you have completed programming the 3300 ICP and created a username and password for synchronization (on the 3300 ICP User Authorization Profile form). The 3300

ICP User Authorization Profile must include Application Access and System Admin Access.

Desktop Admin and Group Admin options can be disabled. These steps must be completed for all 3300 ICPs in your Enterprise.

Ensure your MiXML service is started by navigating to the Control Panel in Windows and selecting 'MiXML'. Verify that port 18000 is entered on the Settings tab and click Start.

Ensure that your Windows or Corporate firewall is not blocking the following ports l

SOAP: 18000 (HTTPS) l

UDP: 53 l l

TCP: 7011

TCP: 22 l

TCP: 443 (SSH)

Configure the user name and password for each of the 3300 ICP media servers in YourSite

Explorer.

See the Business Reporter Installation Guide.

If you have multiple NICs on your Enterprise Server, you must specify the NIC to use for synchronizing data to the telephone system. To do this, navigate to the Control Panel in

Windows and select 'MiXML'. After NIC IP Address specify the primary NIC to be used to send back data to the telephone system.

If you are running 3300 ICP Release 9.x or earlier, resilient Network ACD, and clustered telephone systems must be programmed using OPS Manager, RDNs, and cluster element

IDs. 3300 ICPs programmed with Remote Agent Subgroups and ARS are not supported.

Contact Center Management clusters and cluster element IDs must match what is programmed on the telephone system.

Specifying synchronization settings

YourSite Explorer enables you to specify the synchronization settings, read options, and write options used by synchronization. When you select a media server in YourSite Explorer, the following synchronization options are available from the ribbon, on the Telephone system tab: l

Settings

Disabled

This option will fully disable synchronization.

Read

This option will read devices programmed on your telephone systems and synchronize them with the YourSite database.

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Read/Write

This option will read the devices programmed on your telephone systems and synchronize them with the YourSite database and enable devices programmed in

YourSite Explorer to be written to the telephone systems.

Read Options

Create employees with new agent

For every new agent added to the YourSite database, a new employee will be created and associated with the agent.

Configuring YourSite database devices

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Create employees with new extensions

For every new extension added to the YourSite database, a new employee will be created and associated with the agent.

Use telephone system device names

Override device names programmed in YourSite Explorer with the device names configured on the telephone system.

Default employee license

The default employee license for Business Reporter only customers is None.

Default queue business hour schedule

Select the business hour schedule to be applied when synchronizing queues added on the telephone system.

Write Options

Update telephone directory names

Override telephone directory names with agent, agent group, queue, and extension names configured in YourSite Explorer.

NOTE: If you use MCD 4.0 with Enterprise Manager (OPS Manager) configured, we recommend you disable the 'Update telephone directory names' option.

Performing synchronization

There are two ways to perform synchronization: l l

Full synchronization

Running full synchronization will synchronize the devices programmed on the telephone system and enable you to review all devices, and optionally exclude any devices, before committing changes to YourSite Explorer.

Telephone system settings synchronization

Running telephone system settings synchronization will read the current telephone system settings and enable you to view any errors or warnings related to the telephone system configuration.

NOTE:

l l l l l

You can only use synchronization to synchronize the YourSite database with resilient,

Network ACD, and clustered telephone systems if you are using 3300 ICP Release 10.0

(MCD 4.0 SP4) or greater, with the SDS Directory synchronization option enabled on all of the telephone systems in your enterprise.

As a best practice, we recommend all new installations run Full synchronization to ensure the telephone systems in your enterprise are synchronized with the YourSite database and that there are no critical telephone system programming errors.

You must program your 3300 ICPs and perform synchronization before you can configure telephone system assignment form options in YourSite Explorer.

We recommend you do not exchange the reporting number of one device with that of another device.

Synchronization will not synchronize a device being added to the YourSite database with the telephone system if the device has the same reporting number as an existing device with a different dialable number.

Business Reporter User Guide

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If you run synchronization for a 3300 ICP containing a queue added on the telephone system, that queue is assigned your default queue business hour schedule. If you have not specified a default queue business hour schedule, the default 24/7 schedule is assigned to the queue. For

information on setting the default queue business hour schedule, see "Specifying synchronization settings" on page 81.

If you are synchronizing a single telephone system, agents and queues must be programmed on the same telephone system. Single node synchronization can disassociate agents and queues if agents and queues reside on separate telephone systems.

If you are running 3300 ICP Release 9.x or earlier and you synchronized your network ACD assignments and/or resilient agents using OPS Manager, you must synchronize all of the

3300 ICPs in your enterprise. Otherwise, agent group and queue group associations will be lost.

To perform full synchronization

1. In YourSite Explorer, under Enterprise, click Media servers.

2. Select a 3300 ICP media server from the list.

3. Click the Telephone system tab.

4. In the ribbon, specify the settings to use with synchronization.

See "Specifying synchronization settings" on page 81.

5. In the ribbon, click Run.

The Synchronization window opens.

6. Select the media servers to synchronize.

7. Ensure Full synchronization is selected.

8. If this is the first time you have run synchronization, click Synchronize and continue to step

11. If you have already run full synchronization, click Next.

9. Optionally, select the telephone system media servers and devices to include with synchronization.

All media servers and devices are selected by default.

10. Specify how you would like to proceed with synchronization: l l

Synchronize—selecting this option will synchronize the devices programmed on the telephone system and enable you to review all entries and optionally exclude any devices before committing them to YourSite Explorer. If you select this option, continue to step 11.

Save settings—selecting this option will save the device settings you specified to be used for the next scheduled or on-demand synchronization. If you select this option, the synchronization window will close.

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Cancel—selecting this option will cancel the synchronization. No changes will be made to the YourSite database or the telephone systems. If you select this option, the synchronization window will close.

Auto commit—selecting this option and clicking Synchronize will synchronize the devices programmed on the telephone systems and automatically commit them to

YourSite Explorer. There will be no opportunity for you to review the entries and optionally exclude any devices before committing them to YourSite Explorer.

Configuring YourSite database devices

11. When the synchronization report displays, you have the following three options: l l

Commit—selecting this option will commit the specified changes and synchronize telephone system devices with YourSite Explorer.

Cancel—selecting this option will cancel the specified changes. No devices will be synchronized and the synchronization window will close.

Edit—selecting this option will rerun synchronization and enable you to modify the devices to be included in synchronization. If you select this option, return to step 9.

If this is the first time you have run synchronization, any telephone system errors and warnings will display in the synchronization report. You can correct any errors or warnings found in this report by clicking Edit, clicking the Telephone system settings tab and changing the telephone systems settings to the recommended settings. If this is not the first time you have run synchronization, the synchronization window will close once it is complete and you can review any telephone system setting errors and warnings on by selecting a media server in YourSite Explorer and clicking the Telephone system settings tab.

To perform telephone system synchronization

1. In YourSite Explorer, under Enterprise, click Media servers.

2. Select a 3300 ICP media server from the list.

3. Click the Telephone system tab.

4. In the ribbon, specify the settings to use with synchronization.

See "Specifying synchronization settings" on page 81.

5. In the ribbon, click Run.

The Synchronization window opens.

6. Select the media servers to synchronize.

7. Ensure Telephone system settings is selected.

8. Click Synchronize.

The Synchronization report window opens and displays the progress and status of the synchronization. Once synchronization is complete, any telephone system errors and warnings will display in the synchronization report. You can correct any errors or warnings found in this report by clicking Edit, clicking the Telephone system settings tab and changing the telephone systems settings to the recommended settings.

Ring Group synchronization

YourSite Explorer can synchronize ring groups with your telephone system, but there are several exclusions. Business Reporter supports only Prime DNs as members of the ring group. When synchronizing with the telephone system, YourSite Explorer only synchronizes with Prime DN members of ring groups. If your synchronization settings are set to Read, synchronization skips unsupported members on the telephone system when synchronizing with YourSite Explorer. If your synchronization settings are set to Read/Write, then synchronization will delete unsupported members during writeback to the telephone system.

Business Reporter User Guide

Ring groups and their attributes and members can be added, modified, and deleted in YourSite

Explorer, but the following ring group attributes are not synchronized into YourSite Explorer: l l l l l

Local-only DN

Ring Group Type

Predictive Overflow

Average Call Duration Minutes/Seconds

Absent/Present for members

ACTIVE DIRECTORY SYNCHRONIZATION

You can synchronize your system with Active Directory at any time from within YourSite Explorer.

Active Directory is a directory service created by Microsoft that is used for managing a domain.

Active Directory Synchronization will align Active Directory security groups and users with Contact

Center Solutions and Business Reporter employees and employee groups within selected organizational units.

At any time, you can optionally re-synchronize or reset all client computers running Contact Center

Solutions and Business Reporter applications and refresh them with the latest configuration changes. Re-synchronizing will send a delta of the latest configuration changes to client computers, while resetting will completely drop client computer configurations and send the latest configurations from YourSite Explorer.

When you run Active Directory synchronization, employees and employee groups in YourSite

Explorer are synchronized with users in Active Directory groups. Existing employees can also be associated with specific Active Directory users.

To run Active Directory synchronization

1. In YourSite Explorer, under YourSite, click Enterprise or Employees.

2. On the ribbon, click Active Directory.

3. Under Sync frequency (hh:mm), select how often you want automatic synchronization to occur.

4. Click Select Sync paths.

The Select paths to sync window opens.

5. Click > or < to add or remove Active Directory entities from the Active Directory tree on the left to the selected items list on the right and click OK.

The list of selected items on the right includes the Active Directory entities that will be synched.

6. Under Security Role, click the Browse button and select a default security role to apply to newly created employees.

7. Click OK.

8. Under Sites, click the Browse button and select a default site to apply to newly created employees.

9. Click OK.

10. Click Run.

Active Directory synchronization is initiated and pertinent information is updated in YourSite

Explorer.

Configuring YourSite database devices

To send recent configuration changes to client computers

1. In YourSite Explorer, under YourSite, click Enterprise or Employees.

2. On the ribbon, click Tools.

3. Click Re-synchronize clients.

To completely reset client computers with the latest YourSite database configuration information

1. In YourSite Explorer, under YourSite, click Enterprise or Employees.

2. On the ribbon, click Tools.

3. Click Reset clients.

To associate an existing employee with an Active Directory user.

1. In YourSite Explorer, under YourSite, click Employee.

2. Select the employee you want to associate with an Active Directory user.

3. On the ribbon, click Active Directory.

4. Click Pick user.

5. Select a user from the Active Directory tree and click OK.

6. Click Save.

EDITING TELEPHONE SYSTEM ASSIGNMENT FORMS

After you run Synchronization for the 3300 ICP in YourSite Explorer, you can edit a subset of contact center related 3300 ICP SMDR Options, Class of Service, and Class of Restriction assignment forms. Any changes made to the telephone system assignment forms in YourSite Explorer are written to the telephone system when a user clicks Save.

After running synchronization, if the 3300 ICP System options, SMDR options, Class of Service options, or Class of Restriction assignment forms are incorrectly configured, alerts will display describing modifications that need to be made to achieve accurate telephone system settings. Alerts are ranked according to severity to display in the following order of importance: errors, warnings, and then informational messages. Only one message can display at a time in the information bar.

In addition, you can automatically repair certain configuration errors by clicking the Fix it button in the information bar where errors, warnings, and information messages display. If the alert that is currently displayed in the information bar is not able to be resolved by the Fix it button, the button will not display. If the Fix it button displays, clicking it will automatically fix the warning or error that is displaying in the information bar as well as fixing any other current warning or error that is enabled to be automatically repaired.

NOTE: You must have read/write capabilities enabled in YourSite Explorer before running

synchronization if you want to receive these alerts. See "Specifying synchronization settings" on page 81.

Business Reporter User Guide

Editing SMDR options

Using YourSite Explorer, you can edit a subset of contact center related SMDR options. YourSite

Explorer displays the recommended value for these SMDR options.

To edit SMDR Options

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Enterprise, click Media servers.

3. Under Media servers, select a 3300 ICP media server.

4. Click the Telephone system settings tab.

5. In the left pane, click SMDR options.

6. Specify the SMDR options.

7. Click Save.

Editing Class of Service options

Using YourSite Explorer, you can edit a subset of contact center related Class of Service options.

YourSite Explorer displays the recommended value for these Class of Service options.

NOTE:

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When first provisioning or changing Class of Service Work Timer values, you must

synchronize with your telephone system. See "Performing synchronization" on page 82.

If you are using ring groups, it is recommended that you configure a default Class of Service for ring groups.

To edit Class of Service options

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Enterprise, click Media servers.

3. Under Media servers, select a 3300 ICP media server.

4. Click the Telephone system settings tab.

5. In the left pane, click Class of Service.

6. Under Name, select the Class of Service to edit.

7. In the right pane, after Default type, select a default class of service. Alternatively, select

None and, after Comment, type a description for the Class of Service.

8. Specify the remainder of system options for each Class of Service.

NOTE: Class of Service Work Timer durations are dependent upon your telephone system.

MCD 5.0 and greater – 4 hours maximum l

MCD 4.x or earlier – 10 minutes maximum

9. Click Save.

Configuring YourSite database devices

Editing Class of Restriction options

Using YourSite Explorer, you can edit a subset of contact center related Class of Restriction options.

To edit Class of Restriction options

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Enterprise, click Media servers.

3. Under Media servers, select a 3300 ICP media server.

4. Click the Telephone system settings tab.

5. In the left pane, click Class of Restriction.

6. Under Number, select the Class of Restriction to edit.

7. After Do you want this Class of Restriction to be the default setting, click Yes or No

8. After Classes of restriction for the group, enter the Class of Restriction numbers to include in the group.

A range of numbers may be specified. Separate numbers using commas or dashes. For example, 1 through 9 may be entered as 1-9 or a combination of individual numbers and ranges may be entered as 1,2,3,7-10,13.

NOTE: Class of Restriction numbers must be entered in ascending order within each group.

9. Click Save.

CONFIGURING DEVICES AND DEVICE GROUPS USING

QUICK SETUP

You can use Quick Setup to add ranges of the following devices and device groups: l l l l l l

Employee groups and employee divisions

Extensions, extension groups, and extension divisions

Trunks and trunk groups

DNIS and DNIS groups

Account Codes and Account Code groups

Subscriber groups

Extension Quick Setup

To add a series of extensions

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Extensions.

3. Click Quick Setup.

4. In the Active number from and Active number to boxes, type a range of device numbers.

5. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or

Name Postfix type the prefix and/or postfix.

6. On the General tab, select a media server and a failover media server for the extension.

7. To enable Business Reporter reporting for the extension, select the Cost this extension check box.

Business Reporter User Guide

8. If you want to create an employee for each extension, on the Employee associations tab, select the Create an employee ID for each extension check box.

NOTE: Select this check box only if you have not already added employee IDs to the database.

9. After Start the employee IDs at, type the first employee ID to associate to the extension number range.

10. After Increment the employee IDs by, type the increment by which the employee IDs will increase.

11. Click Run.

Trunk Quick Setup

To add a series of trunks

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Trunks.

3. Click Quick Setup.

4. In the Active number from and Active number to boxes, type a range of device numbers.

5. To add a prefix or postfix to this range of device numbers, after Name prefix and/or Name

postfix type the prefix and/or postfix.

6. On the General tab, select a media server.

7. Click Run.

Trunk group Quick Setup

NOTE: If you cost calls based on trunk groups, IP trunks from each media server must be added to each trunk group.

To add a series of trunk groups

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Trunk groups.

3. Click Quick Setup.

4. In the Active number from and Active number to boxes, enter a range of device numbers.

5. To add a prefix or postfix to this range of device numbers, after Name prefix and/or Name

postfix type the prefix and/or postfix.

6. On the General tab, after Media server, click the Browse button and select the media server associated with the trunk.

7. If this trunk group uses an intra switch trunk, select the Intra switch check box.

8. If you do not want to cost calls using this trunk, select the Do not cost calls check box.

9. Click Run.

DNIS Quick Setup

To add a series of DNIS

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click DNIS.

3. Click Quick Setup.

Configuring YourSite database devices

4. In the Active number from and Active number to boxes, type a range of device numbers.

5. To add a prefix or postfix to this range of device numbers, after Name prefix and/or Name

postfix type the prefix and/or postfix.

6. On the General tab, after Associate the devices to this media server, select a media server.

7. After Short Abandon, type the Short Abandon threshold for the DNIS.

8. After Service Level, type the Service Level time for the DNIS.

9. Click Run.

Account Code Quick Setup

To add a series of Account Codes

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Account Codes.

3. Click Quick Setup.

4. In the Active number from and Active number to boxes, type a range of device numbers.

5. To add a prefix or postfix to this range of device numbers, after Name prefix and/or Name

postfix type the prefix and/or postfix.

6. To create an employee for each Account Code, on the Employee Associations tab, select the Create an employee ID for each Account Code check box.

NOTE: Select this check box only if you have not already added employee IDs to the database.

7. After Start the employee IDs at, type the first employee ID number to associate to the

Account Code range.

8. After Increment the employee IDs by, type the increment by which the employee ID numbers will increase.

9. Click Run.

Device group Quick Setup

To add a series of employee, extension, DNIS, or Account Code groups or divisions

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click the device name.

3. Click Quick Setup.

4. In the Active number from and Active number to boxes, type a range of device numbers.

5. To add a prefix or postfix to the range of device numbers, after Name prefix and/or Name

postfix type the prefix and/or postfix.

6. Click Run.

Business Reporter User Guide

Subscriber group Quick Setup

You must configure subscribers first before you configure subscriber groups.

To add a series of Subscriber groups

1. In YourSite Explorer, in the left pane, click Business Reporter.

2. Under Business Reporter, click Subscriber Groups.

3. Click Quick Setup.

4. In the Active number from and Active number to boxes, enter a range of device numbers.

5. To add a prefix or postfix to this range of device numbers, after Name prefix and/or Name

postfix type the prefix and/or postfix.

6. Click Run.

CONFIGURING DEVICES USING .CSV FILES

You can import devices to YourSite Explorer using comma-separated value (.csv) files. The following device types are currently supported for use with the YourSite Explorer .csv import tool: employees, employee groups, employee divisions, extensions, extension groups, extension divisions, trunks, trunk groups, DNIS, DNIS groups, call rates, and Account Codes.

A .csv file is used for the digital storage of data structured in a table of lists form, where each associated item (member) in a group is in association with others also separated by the commas or tabs of its set.

There are two ways to create .csv files: Notepad or Microsoft Excel. We recommend making .csv

files in Excel, as adding and editing a large number of entries at once using auto-fill functions is much simpler and more convenient than using Notepad.

Alternatively, you can also import tabbed delimited text files created in Excel. Tabbed delimited text files are almost identical to .csv files, but use tabs to differentiate data fields instead of commas.

NOTE: When creating .csv files, you must save the file as either a .csv or .txt file. Simply renaming an Excel file or changing a file type extension to .csv will not work and you will be unable to import device data into YourSite Explorer.

Figure 8 and Figure 9 provide two examples of how .csv files can be formatted. The following figures

display Microsoft Excel .csv formatting and Notepad .csv formatting. Both .csv examples contain the following data: first name, last name, employee login ID, and media server.

NOTE: To import configuration options that display in the YourSite Explorer grid view as a check box, you must enter True or False as the field data.

Configuring YourSite database devices

Figure 8: Microsoft Excel .csv formatting example

Figure 9: Notepad .csv formatting example

Fields required for successful .csv imports

Table 3 details the fields that are required in order to successfully import devices into YourSite

Explorer using a .csv file.

NOTE: Data must be entered in .csv files using the exact order detailed in Table 3 below. Failure to

import data in the order specified will result in import errors.

Business Reporter User Guide

DEVICE

Employees

Table 3: Mandatory device fields for .csv imports

MANDATORY FIELDS OPTIONAL FIELDS

Reporting number, Last name, First name

Username, Password, Email address, Middle name, Suffix, Scheduling license, Nickname, Full time, Site, Is a supervisor, Activated, Supervisor,

Security role, Use employee email for report distribution, Fax number, Hire date, Preferred printer, Birth date, Print locally, Business phone number, Emergency contact phone number,

Emergency contact relationship, Emergency contact name, Country, ZIP or postal code, Street address, City, State or province, Pager number,

Phone number, Is active, Employee license,

Supervisor license, Phone type license,

Integrated client license, Licensed for Screen Pop

Employee groups

Employee divisions

Queue groups

Name, Reporting number

N/A

Is Unified, Is Virtual

Extensions

Name, Reporting number,

Media server

Extension type, Failover media server, Server

Name, Workflow, Real-time, MiTAI enabled,

Licensed, Notes, Is general business hot desking

Extension groups

Extension divisions

Name, Reporting number

N/A

Trunks

Trunk groups

Name, Reporting number,

Media server

N/A

Name, Reporting number

Media server, Do not cost calls, Carrier plan, Intra switch

DNIS

Name, Reporting number,

Media server

Short Abandon, Service Level, Carrier plan, Call type, Call rate

DNIS groups Name, Reporting number N/A

Account

Codes

Name, Reporting number Use as classification code

Configuring YourSite database devices

DEVICE

Do Not

Disturb

Reason

Codes

Call types

Table 3: Mandatory device fields for .csv imports (continued)

MANDATORY FIELDS OPTIONAL FIELDS

Name, Reporting number

Name

N/A

Rates Name

Cost boundary percent surcharge, cost boundary duration, boundary crossing surcharge, surcharge per call, round to cost interval, CostPerMinute,

CostInterval, FirstCost, FirstCostInterval,

SubsequentCostIncrement,

SubsequentCostInterval

Subscribers Name, Reporting number, Subscriber plan

Subscriber groups

Name, Reporting number N/A

IMPORTING CALL RATES AND DIGIT PATTERNS

When importing call rates and digit patterns, please ensure you follow the best practices: l l l l l

Other than Rate name, no fields are mandatory

Charge bands have the following fields for import: l

Cost Per Minute (decimal value) l l l

Cost Interval (time in seconds or hh:mm:ss format)

First Cost (decimal value)

First Cost Interval (time in seconds or hh:mm:ss format) l l

Subsequent Cost Increment (decimal value)

Subsequent Cost Interval (time in seconds or hh:mm:ss format)

In order to import rates and charge bands, you must have configured a default timeslot that covers a 24/7 time period

Ensure there are no gaps or overlaps in times or the .csv import tool will not complete successfully

Time durations can be imported in either hh:mm:ss or second format, but they must be consistent, and a single .csv file cannot contain both time duration formats

Business Reporter User Guide

l l l

Do not include Cost Per Minute along with First Cost or Subsequent Cost Increment in the same .csv file

Do not include Cost Interval along with First Interval or Subsequent Cost Interval in the same

.csv file

When importing digit patterns, you must select the correct level on the digit pattern tree in

YourSite Explorer before importing device data

For more information and sample .csv files, browse to <installation directory>:\Program Files (x86)

\prairieFyre Software Inc\CCM\Support\Business Reporter CSV\Samples For Rate With Charge

Band.

Importing a range of devices using a .csv file

Before you attempt to import a device using a .csv file, ensure l l

The .csv file contains data for all of the fields required to save a device in YourSite Explorer as detailed in the following table.

If a device requires a dependency to be specified, for example specifying a media server is required in order to save an employee, the dependency must already exist in YourSite

Explorer. The Import Wizard cannot create new dependencies and will fail if the dependency does not already exist in the database.

To import a range of devices using a .csv file

1. In YourSite Explorer, under Devices, click the name of the device you will add using a .csv

file.

2. Click Import.

3. After Select file type, specify whether the .csv file uses Comma separated values or Tab

separated values.

4. After Select file, click Browse and specify the location of the .csv file.

5. Under Options, specify how the Import Wizard will handle duplicate items.

If duplicates are found: l

Overwrite entries if duplicates are found will use the .csv file as the master and overwrite duplicate entries in the YourSite database with data in the .csv file.

l l

Skip duplicate entries during import will retain data configured in YourSite Explorer as the master and import any new data entries from the .csv file into the YourSite database.

Do not import if duplicates are found will scan the .csv and YourSite database for duplicates. If duplicates are found in either the .csv or the YourSite database, the import is cancelled and no data is imported to the YourSite database.

6. Click Next.

7. On the Field Mappings window, map the fields in the Available columns list to the

Selected columns list using the arrow buttons, so they display in the same order as they do in your .csv file.

8. Click Next.

9. When the import has completed, click Finish.

NOTE: If the import fails, the Import Wizard will notify you of whether the YourSite database or .csv file contained the duplicate(s) and which row(s) of the .csv file contained the error(s) that resulted in the failure. Fixing these errors will allow devices to be successfully imported.

Configuring YourSite database devices

CONFIGURING DEVICES MANUALLY

CAUTION: Print a copy of your telephone system assignment forms to use as a guide for programming YourSite Explorer. The numbers you enter in YourSite for extensions, trunks, and

Account Codes must be identical to those of the telephone system.

Adding employees

You add employees to the YourSite database so you can generate reports on employee activities.

When you add employees, you must add a user name and password for employees who need to use

CCMWeb, YourSite Explorer, and Contact Center Client. If you want to generate reports on employee groups, you must add them to the database and associate employees with them.

Adding an employee requires you to: l l l l l l

Add an employee

Configure general employee information

Configure employee licensing

Modify employee Workload

NOTE: Modifying employee Workload is only required if the employee is licensed for

Multimedia Contact Center.

Manage the media types an employee can handle

Configure user account information

Optionally, you can: l l l

Assign non-ACD extensions and Account Codes

Configure employee personal information

Configure employee scheduling preferences for Workforce Scheduling

To add an employee

1. In YourSite Explorer, in the left pane, click YourSite=>Employees.

2. Click Add.

Continue to "Configuring general employee information" on page 96.

Configuring general employee information

The following procedures explain how to: l l

Configure general information for an employee

Configure Lync attributes for an employee

NOTE: Lync attributes are only available if you have Lync Server installed.

The following procedures take place in YourSite=>Employees.

Business Reporter User Guide

To configure general information for an employee

1. Select an employee and click the General tab.

2. After First name, type the employee’s first name.

NOTE: Changes to the first name will carry over to any of the employee's associated agents and extensions.

3. Optionally, after Middle name, type the employee’s middle name or initial.

4. After Last name, type the employee’s last name.

NOTE: Changes to the last name will carry over to any of the employee's associated agents and extensions.

5. Optionally, after Suffix, type the employee name suffix.

6. Optionally, after Nickname, type the employee’s nickname.

NOTE: In Multimedia Contact Center, nicknames may be used in chat sessions with customers.

7. Optionally, after Activated, enter the date the employee became an active part of the enterprise.

By default, the activated date is set to the current date.

NOTE: You must provide the date the employee became an active part of the enterprise if you want to generate administrative employee reports, or if you have Workforce Scheduling and will schedule employees based on seniority, or will manage time off entitlements and business rules based on time off allocation.

8. After Employee ID, enter a unique employee ID number for the employee.

9. After Email, enter the employee’s email address.

NOTE: If the employee will use Contact Center Chat with Lync, you must enter the Lync SIP email address in the email field.

10. Click Save.

11. If this is a new employee and you are using Microsoft Lync Server, continue to the procedure

below, otherwise continue to "Configuring Employee Licensing" on page 97.

Configuring Employee Licensing

The following procedures explain how to: l l l

Configure employee licensing for Enterprise Edition

Configure employee licensing for Business Edition

Configure employee licensing for Workgroup Edition

The following configuration takes place in YourSite=>Employees.

To configure licensing information for an employee.

1. Select an employee and click the Licensing tab.

2. Under Employee License, select None.

A designation of None enables the employee to run Business Reporter employee and extension reports on employees who are associated with costed extensions. See

"Adding extensions" on page 114. If this is a non-ACD user, when configured with an

Integrated Client license, the user will have access to CCMWeb and Contact Center

Client for Contact Center PhoneSet Manager. Associated extensions can be viewed in

Configuring YourSite database devices

real time, either for general business purposes or Business Reporter (if associated extensions are configured to be call costed).

CAUTION: If data exists for an employee who was previously licensed but is currently unlicensed, that data can be accessed in reports. However, if a summarization is done after the employee is no longer licensed, there is a risk that the collected data could be lost.

l l

NOTE: Basic, Standard, Advanced, and Premium employee licenses are only available to Business Reporter customers who also own Contact Center Enterprise Edition or

Workgroup Edition. Business Reporter customers who also own Contact Center

Business Edition choose between Reporting or Desktop employee licensing.

Basic employee: is reported on historically, viewed in real time, and has access to real-time monitors. Users also have access to CCMWeb My Options page to configure user options, such as language preference.

Standard employee: includes all Basic employee features and functionality and has access to Interactive Contact Center, Enterprise Presence and Chat, and Contact

Center PhoneSet Manager.

l l

Advanced employee: includes all Standard employee features and functionality as well as Contact Center Management and Interactive Contact Center resiliency

(requires a Network license), choice of CTI Toolkit Client, or Salesforce Client (requires a Salesforce.com Connector), and Contact Center Screen Pop.

Premium employee: includes all Advanced employee features and functionality plus access to Ignite and multimedia routing for all media types.

NOTE: Only one employee license can be selected for each employee. You cannot license an employee if no licenses remain.

3. If the employee is a supervisor, depending on licensing, under Supervisor license select from

None, Advanced, or System Administrator supervisor.

l l

None: is used for general business extensions.

Advanced supervisor: has access to the following: CCMWeb (reporting, forecasting, and My Options), Flexible Reporting (if a Standard Starter Pack or greater is owned),

Contact Center Client for real-time monitoring, YourSite Explorer (read access only), and Ignite (review and search through the Ignite repository, excluding contacts in queue).

NOTE: Supervisors requiring the ability to handle contacts in Ignite or search contacts in queue require a Premium employee license.

System Administrator: (or Desktop supervisor if you own Contact Center Business

Edition and Business Reporter) has full access to Business Reporter software for the purposes of configuration and network and system administration, and access to Ignite for reviewing and searching the Ignite repository.

NOTE: Only one type of supervisor license can be selected for each employee.

4. Under Phone type license, depending on licensing, select from Mitel desk phone or

Softphone and/or Mitel desk phone.

l l

Mitel desk phone: select this option if the employee will use a Mitel desk phone. This is the default option.

Softphone and/or Mitel desk phone: select this option if the employee will use and is licensed for Contact Center Softphone.

Business Reporter User Guide

NOTE: The Contact Center Softphone and/or Mitel desk phone option is available to

Business Reporter customers who also own Contact Center Enterprise Edition with

Advanced or Premium employees. Non-ACD Business Reporter employees and

Contact Center Business Edition with ACD agents must select 'Licensed for Integrated

Client' to have access to Contact Center PhoneSet Manager, CTI Developer Toolkit

Client, or Salesforce.com Client functionality.

5. If this employee is a non-ACD employee who needs access to Contact Center PhoneSet

Manager, CTI Developer Toolkit Client, or Salesforce.com Client, under Integrated client

license, select Licensed for integrated clients. Integrated client license is a prerequisite for

Contact Center Softphone. Salesforce.com Connector is required to activate Salesforce.com

Client.

6. If this employee is a non-ACD employee who needs access to screen pop, under Screen Pop

license, select Licensed for Screen Pop. Integrated Client is a prerequisite for Screen Pop.

Ignite screen pop does not require this license.

7. Click Save.

If this is a new employee with Premium licensing, continue to "Adding employee Workload" on

page 99. Otherwise, continue to "Managing the media types an employee can handle" on page

102.

Adding employee Workload

Employees handling multimedia contacts must be associated with a Workload.

When employees become licensed for Multimedia Contact Center, administrators must manually assign them a Workload. Workloads define the maximum number of contacts that multimedia agents can handle and specify which media types employees can handle concurrently.

When an employee reaches their maximum Workload for a media type, their agent is put into Make

Busy with the Overloaded reason code. When an employee is Overloaded, the employee will not be offered inbound contacts for that media type. This state is automatically removed when they are no longer at their maximum Workload. Employees in Ignite who have reached their maximum concurrent contacts in one type of media are still able to pick contacts from the corresponding media’s queues and receive transfers from other agents.

A default Workload is provided with Multimedia Contact Center. The default Workload can be

modified, but not deleted. Figure 10 shows the default Workload.

Configuring YourSite database devices

Figure 10: Default Workload

There are two areas of configuration required for Workloads for each media type: l l

Concurrent contacts: This column of drop-down menus allows an administrator to set how many contacts of each type of media an employee can handle concurrently.

Avoid routing to this media type when current media type is active: This matrix enables administrators to prevent certain media types from being offered to employees when they are handling a higher priority of media. When an employee is handling a media that filters another kind of media, the employee’s agents for the blocked media are set into Make Busy. The disallowing of media is reciprocal, so that if Chat is disabled when handling Voice, then Voice would be disabled when handling Chat.

NOTE:

l l

Agents can still receive transferred contacts of the disallowed media type.

Media icons are present for SMS media, but are disabled as this media type is not supported in Version 7.1. The icons will be enabled when support for this media type is added in a later release.

The following configuration takes place in YourSite=>Employees.

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Business Reporter User Guide

The following procedures explain how to: l l l l

Associate a Workload to an employee

Associate a new Workload to an employee

Edit an existing Workload

Delete a Workload

NOTE: We recommend disassociating a Workload from all employees before deleting it.

To associate an employee with a Workload

1. Select an employee and click the Workload tab.

2. After Workload Descriptor, click the Browse button.

3. Select a Workload.

Alternatively, if you want to create a new Workload to associate to the employee, click Add.

4. Click OK.

5. Click Save.

If this is a new employee, continue to "Managing the media types an employee can handle" on page 102.

To add a new Workload to an employee

1. Select an employee and click the Workload tab.

2. After Workload Descriptor, click the Browse button.

3. Click Add.

4. Type a Name for the Workload.

5. To apply the Workload to outgoing voice calls, select Apply rule to outgoing voice calls.

6. For each media type, under Concurrent contacts, select the maximum number of connections of that media type that can be handled concurrently.

7. For each media type, click the icons of the media you do not want employees to concurrently handle when handling that type of media.

8. Click Save.

To edit an existing Workload

1. Select an employee and click the Workload tab.

2. Click the Browse button.

3. Select a Workload and click Edit.

4. When you are done modifying the Workload, click Save.

To delete a Workload

1. Select an employee and click the Workload tab.

2. Click the Browse button.

3. Click Delete.

4. Click OK.

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Configuring YourSite database devices

Managing the media types an employee can handle

Employees handle media through their associated agents. The General tab of an employee contains icons representing each media type that has a configured media server. When an icon is selected, an agent of that media type is automatically created and associated to the employee. If an employee is a member of an agent group that has been enabled for multimedia using the Unified Queue Group

Wizard, they will automatically be enabled to handle the new media types. Table 4 contains an

explanation of which icons correspond to which media type.

Table 4: Media icons

MEDIA TYPE MEDIA ICON

Voice

Chat

NOTE: Employees must be licensed to handle non-voice media. See "Configuring Employee

Licensing" on page 97.

When you remove the employee's ability to handle non-voice media, the employee's agents are made historical, but become active again if the employee is re-enabled to handle that non-voice media. Multimedia agents can be deleted to be removed entirely from the system.

The following procedures explain how to: l l l l l l l

Enable an employee to handle voice media

Enable an employee to handle voice media using an existing agent

Edit an employee’s voice agent

Enable an employee to handle multimedia

Remove a voice agent from an employee

Remove an employee's ability to handle a type of media

Delete a multimedia agent

The following configuration takes place in YourSite=>Employees.

To enable an employee to handle voice media

1. Select an employee and click the General tab.

2. Under Enable ACD for this Media Type, click the Voice icon.

3. Optionally, change the agent’s First name.

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4. Optionally, change the agent’s Last name.

5. Optionally, after Agent login ID, enter the reporting number for the voice agent.

6. After Media server, click the Browse button.

7. Select a media server and click OK.

8. If you want to disable real-time monitoring and data collection for this agent, select Disable

real-time monitoring and data collection on this device.

9. If a 3300 media server was selected, after COS, select a Class of Service from the list.

10. If a 3300 media server was selected, optionally, after COR, select a Class of Restriction from the list.

11. If a 3300 media server was selected, if you want to add a failover media server, after Failover

media server, click the Browse button.

12. Select a media server and click OK.

13. Click Save.

To enable an employee to handle voice media using an existing agent

1. Select an employee and click the General tab.

2. Under Enable ACD for this Media Type, click the down arrow beside the Voice icon and click Associate existing voice agent.

3. Select an unassigned agent and click OK.

4. Click Save.

To edit an employee’s voice agent

1. Select an employee and click the General tab.

2. Under Enable ACD for this Media Type, click the down arrow beside the Voice icon and click <agent ID>=>Edit.

3. When you are finished editing the voice agent, click Save.

4. Click Save.

To enable an employee to handle multimedia

1. Select an employee.

2. Under Enable ACD for this Media Type, click the media icons to select which media this employee can handle.

3. Click Save.

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Configuring YourSite database devices

To remove a voice agent from an employee

1. Select an employee and click the General tab.

2. Click the down arrow beside the Voice icon and click <agent ID>=>Delete.

3. Select the delete option: l

Make the device historical—sets the agent as historical, but leaves it associated to this employee l

Disassociate the device—disassociates the agent so it can be used with another employee l

Remove the device from the system—deletes the agent

4. Click OK.

5. Click Save.

To remove an employee's ability to handle a type of media

1. Select an employee.

2. Under Enable ACD for this Media Type, click the enabled media icon.

3. Click Save.

To delete a multimedia agent

1. Select an employee.

2. Click the down arrow beside the media icon and click Delete.

3. Click Save.

Configuring employee user account information

It is recommended that user accounts be configured after security roles are configured. See

"Security roles" on page 148.

The following procedures explain how to: l l

Configure user account information for an employee

Configure an employee’s report distribution

The following configuration takes place in YourSite=>Employees.

To configure user account information for an employee

1. Select an employee

2. Click the User Account tab.

3. Type the employee’s Username.

4. Type the employee’s Password.

5. After The employee will reside at this site, click the Browse button.

6. Select a site.

NOTE: The site determines the employee’s default language. Employees can change their language settings in CCMWeb.

7. Click OK.

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8. If you want to change the employee’s language, select a language from the Language dropdown menu.

NOTE: Business Reporter applications, such as YourSite Explorer and Contact Center

Client, leverage the language settings of the operating system in addition to the language preference set for Business Reporter. Ensure that if you change the language settings of

Business Reporter, you change the language settings of the operating system to match.

9. After Security role, click the Browse button.

10. Select a security role.

The default Local Administrator allows employees full access to all of the Contact Center

Solutions applications and devices (to which the contact center is licensed) except for Write

Back for synchronization.

The default Enterprise Administrator allows employees the same access as the Local

Administrator, but includes Write Back for synchronization.

11. Click OK.

12. Click Save.

If this is a new employee l l l

To configure an employee’s report distribution, continue to the procedure below.

To configure non-ACD extensions and Account Codes, continue to "Assigning non-

ACD extensions and Account Codes for employees" on page 106.

To configure employee personal information, continue to "Configuring employee personal information" on page 107.

To configure an employee’s report distribution

1. Type the file path of the Network printer.

You must configure the network printer as the default printer on the Enterprise Server. The printer path name is case sensitive.

2. If you want the employee’s reports to print from their desktop printer, select Send printed

report to the employee’s desktop printer.

3. If you want to use the employee’s email address for report distribution, select Use the

employee’s email address for report distribution.

4. Click Save.

If this is a new employee l l

To configure non-ACD extensions and Account Codes, continue to "Assigning non-

ACD extensions and Account Codes for employees" on page 106.

To configure employee personal information, continue to "Configuring employee personal information" on page 107.

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Configuring YourSite database devices

Assigning non-ACD extensions and Account Codes for employees

You can optionally assign non-ACD extensions and Account Codes to employees. If you are using

Business Reporter, Account Codes assigned to employees enable reporting on that Account Code to see the outbound costs associated to that employee. Account Codes can only be associated to one employee.

The following procedures explain how to: l l l l l l

Create a new extension and associate it with the employee

Associate an existing extension

Edit an existing associated extension

Create an Account Code to associate to the employee

Associate an existing Account Code

Edit an existing associated Account Code

The following configuration takes place in YourSite=>Employees.

To create a new extension and associate it with the employee

1. Select an employee and click the Devices tab.

2. Click the Extension button.

Alternatively, click the down arrow beside Extension and click Add.

3. To configure the new extension, see "Adding extensions" on page 114.

4. Click Save.

If this is a new employee, when you are done assigning non-ACD extensions or Account

Codes, continue to "Configuring employee personal information" on page 107.

To associate an existing extension

1. Select an employee and click the Devices tab.

2. Click the down arrow beside Extension and select Associate existing.

3. Select an extension and click OK.

The extension name is automatically populated with the employee’s name.

By default, the extension type is voice softphone, which emulates a 5020 IP set.

By default, the extension reporting number/dialable is populated with the employee’s business phone.

4. Click Save.

If this is a new employee, when you are done assigning non-ACD extensions or Account

Codes, continue to "Configuring employee personal information" on page 107.

To edit an existing associated extension

1. Select an employee and click the Devices tab.

2. Click the down arrow beside the Extension button and click <extension>=>Edit.

3. When you are finished editing the extension, click Save.

4. Click Save.

If this is a new employee, when you are done assigning non-ACD extensions or Account

Codes information, continue to "Configuring employee personal information" on page 107.

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To create an Account Code to associate to an employee

1. Select an employee and click the Devices tab.

2. Click the Account Code button.

3. If you want to change the Account Code name, type a Name.

4. If you want to change the Account Code reporting number, type the Reporting number.

5. If you want to use this Account Code as a Classification Code, select Use as a

Classification Code.

6. Click Save.

If this is a new employee, when you are done assigning non-ACD extensions or Account

Codes, continue to "Configuring employee personal information" on page 107.

To associate an existing Account Code

1. Select an employee and click the Devices tab.

2. Click the down arrow beside Account Code and select Associate existing.

3. Select an Account Code and click OK.

4. Click Save.

If this is a new employee, when you are done assigning non-ACD extensions or Account

Codes, continue to "Configuring employee personal information" on page 107.

To edit an existing associated Account Code

1. Select an employee and click the Devices tab.

2. Click the down arrow beside the Account Code button and click <Account Code>=>Edit.

3. When you are finished editing the Account Code, click Save.

4. Click Save.

If this is a new employee, when you are done assigning non-ACD extensions or Account

Codes, continue to "Configuring employee personal information" on page 107.

Configuring employee personal information

To configure employee personal information

1. Select an employee and click the Details tab.

2. Enter the employee's personal information in the relevant fields.

3. Click Save.

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Adding employee groups

After adding employees, you add employee groups and associate employees to these groups.

Employee groups enable you to report on specific groups of employees.

The following procedures explain how to: l l l

Add an employee group

Associate an employee with an employee group

Remove an employee from an employee group

To add an employee group

1. Click Multimedia=>Employee groups.

2. Click Add.

3. Type the employee group’s Name.

4. Type the Employee group ID.

5. Click Save.

To associate an employee with an employee group

1. Click Multimedia=>Employee groups.

2. Select an employee group from the list.

3. On the Membership tab, under Available members, select an employee and click > to move the employee to the Selected members list.

4. Click Save.

To remove an employee from an employee group

1. Click Multimedia=>Employee groups.

2. Select an employee group from the list.

3. On the Membership tab, under Selected members, select an employee and click < to move the employee to the Available members list.

4. Click Save.

Adding employee divisions

An employee division is composed of one or more employee groups. You add employee divisions to the YourSite database so you can generate reports on employee division activities.

In order to add employee divisions you must have first created employee groups. See "Adding employee groups" on page 108.

To add an employee division

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Employee Divisions.

3. Click Add.

4. Type a Name and Reporting number for the employee division.

5. On the ribbon, click Save.

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To associate an employee group with an employee division

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Employee Divisions.

3. Select an employee division from the list.

4. On the Membership tab, under Available members, select an employee group and click > to move the employee group to the Selected members list.

5. On the ribbon, click Save.

Adding queues

Business Reporter supports ring group queues, which route calls to pools of extensions. For information on non-ring group queue configuration, see the Contact Center Solutions User Guide.

Adding ring groups

With Business Reporter, you can configure ring groups, with the following limitations: l l l

Ring groups are supported for MCD 7.0+

Clustered ring groups are not supported. Ring groups, their extensions, interflow points, and

IVR ports which transfer to ring groups must all be on the same media server.

Only Prime DNs and Hot Desk Users are supported as members of ring groups

It is recommended that ring groups have a default Class of Service configured on the 3300 media

server. For more information, see "Editing Class of Service options" on page 87.

If you are licensed for IVR Routing, ring groups are not supported for callback or UPiQ workflows, subroutines, and related activities.

When an administrator adds a ring group, they l l l l l

Configure general ring group queue information

Configure ring group business hours

Configure ring group membership

Configure queue spectrum settings for ring groups

Configure ring group 3300 ICP options

To add a ring group queue

1. Click YourSite=>Queues.

2. Click Add and select Ring group.

3. Continue to "Configuring general information for ring group queues" on page 109.

NOTE: New ring group queues cannot be saved until the name, reporting number, and media server have been configured for the queue.

Configuring general information for ring group queues

The following procedures outline how to: l l l

Configure common ring group queue information

Set the ring group service level objectives

Set the ring group handling times

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The following procedures take place in YourSite=>Queues.

To configure common ring group queue information

1. Select a queue and click the General tab.

2. Type a Name for the queue.

3. After Reporting number, type the ring group’s dialable number.

NOTE: The reporting number cannot be changed after saving the ring group.

4. After Media server, click the Browse button.

5. Select the media server and click OK.

NOTE: The media server cannot be changed after saving the ring group.

6. After Failover media server, click the Browse button.

7. Select the Failover media server and click OK.

8. If you do not want the queue to be viewed in Contact Center Client and Ignite, select Disable

real-time monitoring and data collection on this device.

9. Click Save.

If this is a new ring group, continue to the procedure below.

To set the ring group service level objectives

1. Select a ring group and click the General tab.

2. Specify the Service Level goal and Service Level time for the ring group.

3. Click Save.

If this is a new ring group, continue to the procedure below.

To set the ring group handling times

1. Select a ring group and click the General tab.

2. After Short Handle less than, type the duration that will define a call as a short handle call.

For example, type 00:00:03 to define a short handle call as one that lasts less than 3 seconds.

Short talk calls are included in call statistics.

3. After Short abandon less than, type the duration that will define an abandoned call as

‘Abandoned (Short)’.

For example, type 00:00:05 to define a short abandon call as one that is abandoned in less than 5 seconds.

4. Click Save.

If this is a new ring group, continue to "Configuring business hours for ring groups" on page

110.

Configuring business hours for ring groups

The following procedures explain how to: l l

Configure the business hours for a ring group

Apply a ring group’s business hours to all queues on the same media server

NOTE: The business hours are applied to all ring groups and ACD path voice queues on the same media server.

The following procedures take place in YourSite=>Queues.

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To configure the business hours for a ring group

1. Select a ring group and click the Business Hours tab.

2. After Business-hour schedule, click the Browse icon.

3. Select a schedule and click OK.

4. If you want to restrict the production of real-time statistics and reports to only during business hours, select the Generate real-time statistics and reports only within the business

hours selected check box.

5. Click Save.

If this is a new ring group, continue to "Configuring membership for ring groups" on page 111.

To apply a ring group’s business hours to all queues on the same media server

1. Select a ring group and in the ribbon, click the Queue Tools tab.

2. Select Apply business hours to all.

Configuring membership for ring groups

Extensions or hot desking users must be assigned to a queue to handle ring group calls. Depending on how the ring group is configured to distribute calls, calls will be offered to extensions in their order in the member list.

NOTE: All voice softphone extensions created in YourSite Explorer have the MCD setting ‘ACD

Enabled’ applied when written back to the telephone system. ACD enabled extensions can be added as members of ring groups, but they cannot be made present in the ring group. This is a restriction imposed by MCD. If a hot desking agent logs into an ACD extension, they will go out of service and not be updated in the real-time monitors. ‘ACD Enabled’ can be removed from extensions in MCD.

For more information, consult your Mitel documentation.

Ring group extension members must be located on the same node as the ring groups. Ring groups do not support multi-node configurations.

The following procedures explain how to: l l

Associate an extension to a ring group queue

Remove an extension association from a ring group queue

The following procedures take place in YourSite=>Queues.

To associate an extension with a ring group

1. Select a ring group queue from the list and click the Membership tab.

2. Under Available members, select an extension and click > to move the extension to the

Selected members list.

Depending on the algorithm selected, calls will be offered to a ring group’s extensions using the order in the Selected members list.

NOTE: To ensure accurate reporting, hot desking users should be made members of the same ring groups as the extensions to which they log in.

3. To adjust the order of selected members, select an extension and click ^ or ˅.

4. Click Save.

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To remove an extension association from a ring group

1. Select a ring group from the list and click the Membership tab.

2. Under Available members, select an extension and click < to move the extension to the

Selected members list.

3. Click Save.

Configuring queue spectrum settings for ring groups

Queue spectrum reports provide valuable information on how calls are dispersed in your business.

The answer, abandon, interflow, and talk statistics will be distributed across the queue spectrum reports in the time intervals you specify.

If you apply your queue spectrum settings on all queues on a media server, they are applied to both ring groups and ACD path voice queues.

The following procedures take place in YourSite=>Queues.

To configure queue spectrum settings for a ring group

1. Select a ring group and click the Queue Spectrum tab.

2. Select the spectrum value(s) you want to include in reports and specify thresholds for each.

All threshold values are in seconds.

NOTE: Ringing spectrum does not apply to ring groups.

3. Click Save.

To apply a ring group’s queue spectrum settings to all queues on the same media server

1. Select a ring group and in the ribbon, click the Queue Tools tab.

2. Select Apply queue spectrum to all.

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Configuring ring group settings for ring group queues

Ring group specific queue settings are configured in the 3300 ICP Options tab.

The following procedures take place in YourSite=>Queues.

To configure the ring group settings for a ring group queue

1. Select a queue and click the 3300 ICP Options tab.

2. After Ring Algorithm, select the ring groups call distribution algorithm from the following: l l l l

Ring All: Rings all available extensions in the ring group simultaneously.

Terminal Cascade: Starting from the first extension in the member list, rings the first available extension for the duration of the Cascade Ring Timer before calling the next available extension in the member list.

Terminal: Starting from the first extension in the member list, rings the first available extension.

Circular: Starting from the last member to handle a call, rings the next available extension in the members list.

Circular Cascade: Starting from the last member to handle a call, rings the next available extension in the member list for the duration of the Cascade Ring Time before calling the next available extension in the member list.

3. After COS, select a Class of Service for the ring group.

If you have configured a default Class of Service for ring groups, the default ring group Class of Service will be automatically applied.

4. If you selected a Cascade algorithm, after Cascade Ring Timer, set the time a call will ring an extension before ringing the next member extension in the ring group.

5. After Call Queued Timer, set the maximum time a call will remain in queue for a ring group before redirecting to the overflow point.

6. After Call Ringing Timer, set the maximum time a call will ring an extension before the call is redirected to the overflow point.

7. After Call Coverage Service Number, enter a configured Call Coverage Service Number.

8. If you want to redirect incoming calls to another directory number if the ring group extensions do not answer, after Overflow Point, type the dialable number for the overflow destination.

The Overflow Point can be any Prime DN destination, such as an extension or queue.

NOTE: If a traditional agent logs into the overflow point, calls will never be offered

9. Click Save.

Adding queue groups

Administrators can group queues for common purposes. Business Reporter supports Reporting queue groups, which group queues together for reporting and viewing their activities in real-time.

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Adding Reporting queue groups

Reporting queue groups enable administrators to run reports on activities for the grouped queues and view queue group activities in real-time.

The following procedures explain how to: l l l

Add a Reporting queue group

Associate a queue to a Reporting queue group

Remove a queue from a Reporting queue group

To add a Reporting queue group

1. Click YourSite=>Queue groups.

2. Click Add=>Reporting.

3. Type a Name.

4. Type a Reporting number.

5. Click Save.

To associate a queue to a Reporting queue group

1. Click YourSite=>Queue groups.

2. Select a Reporting queue group from the list.

3. On the Membership tab, under Available members, select a queue and click > to move the queue to the Selected members list.

4. Click Save.

To remove a queue from a Reporting queue group

1. Click YourSite=>Queue groups.

2. Select a Reporting queue group from the list.

3. On the Membership tab, under Selected members, select a queue and click < to move the queue to the Available members list.

4. Click Save.

Adding extensions

You add extensions to the YourSite database so you can generate reports on extension activities and view extension performance in real time. If you want to generate reports on extension groups, you must add them to the database and associate extensions with them. You license Business

Reporter based on the total number of extensions you want to cost in your enterprise.

When you perform Synchronization, YourSite Explorer is configured to mirror the phone set extension numbers/base directory numbers (DNs) on the 3300 ICP. If you have traditional agents that can sit at multiple locations within your organization, hot desking agents, or general business hot desking extensions, we recommend you give these base extensions generic names based on the position of the physical DNs (for example, Base DN: Floor 2, Desk 1). We recommend only general business hot desking extensions assigned to specific hot desking users be given user-based names (for example, Hot desking extension: John, Smith). If you have traditional ACD agents who sit at the same desk every day, or traditional extension phone sets that belong to single users, we recommend that the base DNs be configured with the user's names.

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NOTE: If you use Contact Center Management in conjunction with Business Reporter and have hot desking agents programmed in Contact Center Management, you must program an extension with an identical reporting number or real-time call costing will not work.

When read/write is enabled on a media server, changes made to extensions may be written back to the media server depending on the type of extension being changed. Changes made by adding or deleting the following extension types are written back to the media server: l l l l l l l

App server port

Hot desk user

Outbound port 5020 IP

Messaging port 5020 IP

RAD port 5020 IP

UPiQ port 5020 IP

Voice softphone

Changes made by adding or deleting the following extension types are not written back to the media server: l l l l

Attendant console

Auto-attendant

Voice

Voice mail

For extensions that already exist on the media server, edits to any extension type in YourSite

Explorer will update the Name and Class of Service of that extension on the media server.

For information about enabling read/write on the media server, see "Enabling write-back functionality" on page 71.

NOTE: All voice softphone extensions created in YourSite Explorer have the MCD setting ‘ACD

Enabled’ applied when written back to the telephone system. Extensions enabled for ACD can be made a member of a ring group, but are unable to make themselves present in ring groups. If an extension is to be used in a ring group, use MCD to clear the ‘ACD Enabled’ setting. For more information, consult your Mitel Communications Director documentation.

The following procedures explain how to: l l

Add an extension

Enable a Hot Desk User for external hot desking

To add an extension

1. Click YourSite=>Extensions.

2. Click Add.

3. After Name, enter a name for the extension.

4. After Reporting/Dialable number, enter the extension’s dialable number.

5. After Media server, click the Browse button.

6. Select a media server and click OK.

7. After Failover media server, click the Browse button.

8. Click OK.

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9. Select the Class of Service for the media server, from the drop-down list.

10. After Notes, enter any other information for administrators about the extension.

11. Select the Disable real-time monitoring and data collection on this device check box if you do not want to enable the extension to be set with a MiTAI monitor, viewed in Contact

Center Client, and use Contact Center Softphone or Salesforce.com Connector.

By default, this check box is not selected.

12. To license this extension, select License this Extension check box.

Unlicensed extensions will not be updated in Contact Center Client real-time monitors.

Unlicensed extensions cannot be reported on and cannot be costed with Business Reporter.

13. Click Save.

To enable a Hot Desk User for external hot desking

1. Click YourSite=>Extension.

2. Select a Hot Desk User extension and select External hot desk user enabled.

Extensions that are enabled as external hot desk users can handle non-ACD calls while logged in externally.

3. After External dialing prefix, type the dialing prefix for the external device to which calls will be routed.

4. After External dialing number, type the dialing number for the external device to which calls will be routed.

5. Click Save.

Adding extension groups

Extension groups are groups of extensions. You add extension groups and then associate extensions with these groups. You add extension groups to the YourSite database so you can generate reports on extension group activities.

In order to add extension groups you must have first created extensions. See "Adding extensions" on page 114.

To add an extension group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Extension groups.

3. Click Add.

4. Type a Name and a Reporting number for the extension group.

5. On the ribbon, click Save.

To associate an extension with an extension group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Extension groups.

3. Select an Extension group from the list.

4. On the Membership tab, under Available members, select an extension and click > to move the extension to the Selected members list.

5. On the ribbon, click Save.

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Adding extension divisions

Extension divisions are groups of extension groups. You add extension divisions and then associate extension groups to these divisions. You add extension divisions to the YourSite database so you can generate reports on extension division activities.

In order to add extension divisions you must have first created extension groups. See "Adding extension groups" on page 116.

To add an extension division

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Extension Divisions.

3. Click Add.

4. Type a Name and a Reporting number for the extension division.

5. On the ribbon, click Save.

To associate an extension group to an extension division

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Extension Divisions.

3. Select an Extension division from the list.

4. On the Membership tab, under Available members, select an extension group and click > to move the extension group to the Selected members list.

5. On the ribbon, click Save.

Adding trunks

You add trunks to the YourSite database so you can generate reports on trunk activities. If you want to generate reports on trunk groups, you must add them to the database and associate trunks with them.

NOTE:

l l l

If you want to report on SMDR information for SIP trunks you must ensure your SMDR tag is numbered. Please see the Business Reporter Installation Guide.

If you cost calls based on trunk groups, you must add the IP trunk from each media server to each trunk group and ensure all media servers are associated to a carrier plan.

We recommend you name trunks and trunk groups in a way that helps you identify them as either SIP or TDM trunks, enabling the trunk type to be easily identified in reports.

To add a trunk

1. In YourSite Explorer, under YourSite, click Trunks.

2. Click Add.

3. Type a Name and a Reporting number for the trunk.

4. Click the Browse button and select a Media server to associate with the trunk.

5. On the ribbon, click Save.

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Adding trunk groups

You add trunk groups and then associate trunks with the trunk groups.

NOTE:

l l

If you have Traffic Analysis and/or Business Reporter and use the same trunk group numbers across multiple telephone systems, you must associate each trunk group with a media server.

We recommend you name trunks and trunk groups in a way that helps you identify them as either SIP or TDM trunks, enabling the trunk type to be easily identified in reports.

If you have Traffic Analysis and/or Business Reporter and use the same trunk group numbers across multiple telephone systems, you must associate each trunk group with a media server.

To add a trunk group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Trunk groups.

3. Click Add.

4. Type a Name and a Reporting number for the trunk group.

5. Click ... and select a Media server to associate with the trunk group.

6. Click ... and select a Carrier plan to associate with the trunk group.

7. If you use intra switch trunks, enable the Intra switch check box.

8. If you do not want to cost calls, select the Do not cost calls check box.

9. On the ribbon, click Save.

Associating trunks with trunk groups

To associate a trunk with a trunk group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Trunk groups.

3. Select a trunk group from the list.

4. On the Membership tab, under Available members, select a trunk and click > to move the trunk to the Selected members list.

5. On the ribbon, click Save.

Adding DNIS

Dialed Number Identification Service (DNIS) is a feature of toll-free lines that identifies the telephone number the caller dials.

To add a DNIS

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click DNIS.

3. Click Add.

4. Specify DNIS identification information and click the Browse button to select the media server for the DNIS.

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5. After Carrier Plan, Call Type, and Call rate, click the Browse button to select a carrier plan, call type, and call rate.

6. On the ribbon, click Save.

Adding DNIS groups

After adding DNIS, you can create DNIS groups and then associate DNIS numbers for specific businesses or product lines to those groups.

To add a DNIS group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click DNIS groups.

3. Click Add.

4. Type a Name and a Reporting number for the DNIS group.

5. On the ribbon, click Save.

Associating DNIS to DNIS groups

To associate a DNIS with a DNIS group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click DNIS groups.

3. Select a DNIS group from the list.

4. On the Membership tab, under Available members, select a DNIS and click > to move the

DNIS to the Selected members list.

5. On the ribbon, click Save.

Adding Account Codes

Account Codes can be verified, non-verified, or forced.

l l

Verified and Non-Verified Account Codes

Verified and Non-Verified Account Codes allow callers to complete a call without entering a code. These codes are used to categorize calls or portions of calls. You define Account

Codes in the YourSite database to generate reports for specific departments, services, and companies. For example, an agent who receives calls for three catalog companies enters

Account Code 01 for calls to company X, Account Code 02 for calls to company Y, and

Account Code 03 for calls to company Z. When you configure the Account Codes, Business

Reporter generates reports on the number, origin, and handling of calls for each of the departments, services, or companies.

Forced Account Codes

Both Verified and Non-verified Account Codes can be forced. With Forced Verified Account

Codes, you must enter the Account Code as soon as the phone is off-hook. With Forced Nonverified Account Codes, you must enter the Account Code after you dial the phone number.

For example, you might have 03 programmed on the telephone system as the trunk access code for calling England. Before you make a call to England, you must preface the telephone number with the Account Code 03, otherwise the call will not go through. To report on these verified Account Codes, you define them in the YourSite database.

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NOTE:

l l

If you will used Forced Account Codes and have a Make Busy button programmed on your

Mitel phone set, you must remove the Make Busy button, or Forced Account Codes will not work with Contact Center PhoneSet Manager.

If a Forced verified Account Code is not entered in before Work Timer expires, then a -1 Non

Compliant Code will be automatically assigned to the call.

You can add Account Codes for individual departments, projects, and services. You can tag calls with Account Code numbers and generate reports on them.

Business Reporter works with verified and non-verified Account Codes that you configure in your telephone system.

To add an Account Code

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Account Codes.

3. Click Add.

4. Type a Name and Reporting number for the Account Code.

5. On the ribbon, click Save.

Adding Account Code groups

After adding Account Codes, you can create Account Code groups and then associate Account

Codes to these groups.

To add an Account Code group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Account Code Groups.

3. Click Add.

4. Type a Name and Reporting number for the Account Code group.

5. On the ribbon, click Save.

Associating Account Codes with Account Code groups

To associate an Account Code with an Account Code group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Account Code groups.

3. Select an Account Code group from the list.

4. On the Membership tab, under Available members, select an Account Code and click > to move the Account Code to the Selected members list.

5. On the ribbon, click Save.

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Adding Account Code categories

In businesses that use a large number of Account Codes, Account Code categories can be used to provide a hierarchical and grouped listing of the Account Codes available to agents and employees from the soft phone toolbar within Contact Center Client. You configure Account Code categories from within YourSite Explorer. Once you have configured Account Codes, they can be nested under specific Account Code categories. An Account Code can only be in one category. Call Classification

Codes, which are treated the same way as Account Codes, can optionally be nested in Account

Code categories. Account Code category availability to agents and employees can optionally be controlled using Contact Center Management / Business Reporter security. When Account Code categories are enabled, Contact Center Management / Business Reporter reports will display the

Account Code category path (for example, Sales=>Automotive=>Tires).

To enable Account Code categories

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Account Codes.

3. In the ribbon, click the Configuration tab.

4. Enable the Display Account Codes in categories checkbox.

To add an Account Code category

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Account Codes.

3. In the ribbon, click the Configuration tab.

4. Ensure the Display Account Codes in categories checkbox is enabled.

5. Click Edit categories.

The Account Code category designer displays.

6. Using the Account Code category designer, add and name Account Code categories in the left pane and then add the Account Codes you have configured, which display in the left pane) to the custom categories.

Account Code categories are sorted by category name and Account Code reporting number.

Account Code categories will display in soft phone toolbars exactly as you have designed them in the Account Code category designer. If you have Account Code categories enabled, but do not assign Account Codes to categories, leaving them in the right pane of the designer, these Account Codes will not be available in the soft phone toolbar.

Adding Do Not Disturb Reason Codes

Interactive Contact Center, an optional application, enables supervisors who have a 3300 ICP telephone system to control the availability of extensions and ring groups.

To add a Do Not Disturb Reason Code

1. Click YourSite and, under Devices, click Make Busy Reasons.

2. Click Add.

3. Type a Name and Reporting number for the Do Not Disturb Reason Code.

4. Click Save.

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Adding phone numbers

Phone numbers are used for running reports in Business Reporter. The phone number device enables you to l l

Add area codes/city codes, city exchange information, and contacts.

Edit location information that displays in reports.

NOTE: Area codes you want to use in Contact Center Solutions to provide data to agents, route calls to appropriate end points, and use to report on contact center functions should be added as

ANI. For more information on ANI, see "Adding phone numbers" on page 122.

When adding a phone number to the database, you select l l l

Area/City code when you are adding or updating the area code for a province/state/city

For the phone number 613-599-0045, 613 is the area code.

City exchange when you are adding a new exchange

For the phone number 613-599-0045, 599 is the city exchange (Kanata).

Contact when you are adding a phone number with contact information

For the phone number 613-599-0045, 5990045 is the contact.

To add a phone number area/city code

1. In YourSite Explorer, under YourSite, click Phone numbers.

2. Click Add=>Add an area/city code.

3. Select a country and type an area/city name and area code.

An area can be a city, region, province, or state.

4. On the ribbon, click Save.

To add city exchange information

1. In YourSite Explorer, under YourSite, click Phone numbers.

2. Click Add=>Add a city exchange.

3. After Country name, select a country.

4. After Area/City name, select a city, region, province, or state (for example, Greater Toronto

Area).

5. After City name, type the name of a city or suburb (for example, Thornhill).

6. After City exchange, type a city exchange number (for example, 231).

For the phone number 416-231-5555, 231 is the city exchange.

7. On the ribbon, click Save.

To add phone number contact information

1. In YourSite Explorer, under YourSite, click Phone numbers.

2. Click Add=>Add a contact.

3. After Country name, select a country.

4. After Area/City name, select a city, region, province, or state (for example, Washington).

5. After City name, select a city or suburb (for example, Des Moines).

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6. Type a contact name and number.

This information displays in the Phone Number Accounting Trace and Phone Number Group

Accounting Trace reports.

7. If you want to hide the contact name and number in reports select the Hide the name and

number in reports check box.

The hidden phone numbers appear as 10 zeros and the name/location field is blank.

8. On the ribbon, click Save.

Adding phone number groups

You can associate Phone numbers with Phone number groups. Phone number groups are added in

YourSite Explorer and then Phone numbers are associated with them.

To add a Phone number group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Phone number groups.

3. Click Add.

4. Type a Name and Reporting number for the Phone number group.

5. On the ribbon, click Save.

To associate a Phone number with a Phone number group

1. In YourSite Explorer, in the left pane, click YourSite.

2. Under Devices, click Phone number groups.

3. Select a phone number group from the list.

4. On the Membership tab, under Available members, select a Phone number and click > to move the Phone number to the Selected members list.

5. On the ribbon, click Save.

Adding call types

A call type describes the type of call, whether it is local, long distance, or international. You can create a new call type or select from the default call types. Default call types include local, long distance, and international and are based on the country you select during installation. You can rename all call types, including default call types.

You add call types for geographical regions and business needs. Each digit pattern is associated with a call type and call rate.

NOTE: You cannot delete a call type that is associated to a carrier plan or a subscriber plan. To delete a call type, you must remove the call type from the plan, then under Call types, select the call type and press Delete.

To add a call type

1. In YourSite Explorer, under Business Reporter, click Call types.

2. Click Add.

3. After Name, type the name of the call type.

4. On the ribbon, click Save.

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Adding time slots

NOTE:

l l

Time slots can be configured for any time of the day, but they cannot span time periods from one day to the next (for example, from Monday at 8:00 PM to Tuesday at 4:00 AM).

To delete a time slot that is associated to a charge band on a call rate, you must remove the time slot from any associated charge bands, then under Time slots, select the time slot and click Delete.

A time slot describes the days and hours that a rate for a call is active. Using a time slot, you can configure different rates for different time periods. For example, you can create rates for discounted mornings and evenings, while maintaining regular costs for business hours.

To add a time slot

1. In YourSite Explorer, in the left pane, click Business Reporter.

2. Click Time slots.

3. Click Add.

4. Specify the name, days of week, and start and end times for the time slot.

5. If you want to automatically create charge bands based on default timeslots when generating new call rates, select Use as default.

6. On the ribbon, click Save.

Adding call rates

NOTE: To delete a call rate that is associated to a carrier plan or a subscriber plan, you must remove the call rate from the plan, then under Call rates, select the rate, and click Delete.

A call rate is the amount your company charges you per call. Call rates are composed of charge bands, which are composed of time slots. Charge bands represent the rate your carrier charges you during the time period specified by the associated time slot. After call rates are defined, digit patterns can be associated with a call type and a call rate.

NOTE: In order to cost calls accurately, ensure your call rates match those of your carrier.

You can define the following call costs associated to call rates: l l l l l

Duration—the duration after which a surcharge is applied to a call

Crossing surcharge—a flat rate applied to the call after the duration boundary is crossed

Crossing percentage surcharge—a percentage markup added to the total cost of a call once the duration boundary is crossed

Surcharge per call—an additional charge applied to calls regardless of their duration

Round to Cost Interval—when enabled, rounds the call cost to the cost interval associated to the charge band of the current call. If not enabled, the call will be costed in real time.

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You can define the costs for your charge bands by modifying the following fields: l l l l l l

Cost per minute—the cost of the call on a per minute basis

Cost interval—the interval at which the call is costed

First cost—the rate applied to the first segment of a call to the first cost interval

The first increment is always charged at the full first cost, regardless of whether the call exceeds the first interval or not

First cost interval—the duration of the first segment of a call, to which the First cost is applied

Subsequent cost increment—the cost applied to subsequent segments of the call

Subsequent cost interval—the duration of the subsequent call segments after the first cost interval

NOTE: The First cost, First cost interval, Subsequent cost increment, and Subsequent cost interval fields will automatically populate after you specify the Cost per minute and Cost interval fields. You can, however, alter these fields to suit your needs.

Example 1: l

Cost per minute = $1.00

A 40 second call will cost $1.00

Example 2: l l

First cost = $0.1667/min

Cost interval = 0:00:10

A 45 second call will cost $0.75.

Example 3: l l l

First cost = $1/min

Subsequent cost increment/Subsequent cost interval = $0.10/1 minute

Round to Cost Interval is not selected

A four minute and 45 second call will cost $1.46

Example 4: l l l

First cost = $1/min

Subsequent cost increment/Subsequent cost interval = $0.30/1 minute

Round to Cost Interval is selected

A four minute and 45 second call will cost $1.50

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To add a call rate

1. In YourSite Explorer, in the left pane, click Business Reporter.

2. Click Rates.

3. Under Rates, click Add.

4. Specify the name, surcharge per call, Round to Cost Interval, and boundary settings.

5. Under Charge Bands, click Add.

6. Under Time slot, click the Browse button and select a Time Slot to define the Charge band.

NOTE: Charge bands must cover 24 hours of a day for the full 7 days of the week without overlapping.

7. On the ribbon, click Save.

Adding carrier plans

A carrier plan is used to determine the cost of your calls. It represents an agreement you have with a phone carrier about the call rates you are charged for your phone service. Carrier plans enable you to cost outgoing calls using digit patterns, cost incoming calls using DNIS rates, and cost internal calls by assigning rates. Carrier plans are assigned to media servers and/or trunk groups to cost the calls from these devices.

Business Reporter attempts to cost outbound calls at the trunk group level first. If it cannot cost the call there, then it costs at the media server level. It costs inbound calls based on the rates associated with DNIS.

NOTE:

l l

You must add outbound, inbound, and internal information before you can save the carrier plan.

Carrier plans must be saved before importing digit patterns. (See "Adding outbound digit patterns" on page 127.)

CAUTION:

l l

In YourSite Explorer, you must configure call types, time slots, and call rates before you add carrier plans. Do not add devices when you are configuring carrier plans or you could lose carrier configuration data.

When you configure a carrier plan, you must complete all required fields (for outbound, inbound, and internal information) before you are able to save.

To add a carrier plan

1. In YourSite Explorer, under Business Reporter, click Carrier plans.

2. Click Add.

3. After Name, specify the name.

4. After Minimum duration to cost, select the duration in seconds.

5. Click the Outbound tab.

6. Under Outbound, specify a call type and call rate.

NOTE: If Business Reporter cannot match a digit pattern to a call, it will cost the call at the

Outbound rate. Typically, use Outbound to specify the local rate.

7. Click the Inbound tab.

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8. Under Inbound, specify the call type and call rate for DNIS numbers.

NOTE: If no DNIS numbers are selected, the call will be costed based on the Inbound information.

9. Click Internal.

10. Under Internal, click the Browse button and select the call type and call rate to associate the

DNIS numbers to the internal information.

11. On the ribbon, click Save.

You can now add digit patterns to the carrier plan manually or by .csv import.

Adding outbound digit patterns

You add digit patterns to cost outbound calls.

To cost outbound calls, Business Reporter uses a digit tree comprised of digit patterns. A digit pattern is part or all of the digits dialed. Because all North American long distance calls begin with a

1, you can use 1 as the digit pattern to cost all North American long distance calls. You then add any exceptions to the digit pattern. For example, if you call the Caribbean from New York City, you will be charged a different long distance rate than the North American long distance rate. Because the

Caribbean digits dialed begin with 1-768, you can nest 768 under 1 in the digit pattern tree. You must assign call rates and call types to digit patterns to cost outbound calls.

The following characters are valid: l l

Explicit: 0 to 9, * and #

Wild card: x or X

When you add Xs in the digit pattern, they explicitly define the number of digits for the digit pattern. If a specific number of digits determines the cost of a call, you use the wild card X as the place holder for the digits. For example, if a ten-digit phone number that ends with a 7 needs to be costed a certain way, you must enter the digit pattern xxxxxxxxx7. If no X appears in the digit pattern, the number is explicit. If you add a digit pattern that does not include Xs, there is no restriction to the digits dialed.

To view the list of calls made using restricted digit patterns, you generate the following reports: l

Extension and Extension Group Accounting Toll Fraud reports

These reports show the toll fraud activity by extension and extension group.

To view the list of calls made using restricted digit patterns in the Phone Number and Phone Number

Group Accounting Trace by Phone Number reports, you must first configure them in YourSite

Explorer under YourSite=>Phone numbers. The reports will list all instances, if any, of that phone number.

Digit patterns can be added manually or by .csv import. You can modify and reimport the .csv files to reference the rates for your carrier plans.

NOTE: You must configure the call types and call rates used by the .csv file before you can import digit patterns.

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To add a digit pattern to a carrier plan manually

1. In YourSite Explorer, under Business Reporter, click Carrier plans.

2. Select the carrier plan to which you are adding a digit pattern.

3. Click the Outbound tab.

NOTE: You can nest digit patterns. For example, 001 may represent international calls. If you want to nest specific country codes under 001, click the 001 digit pattern in the tree and add digit patterns beneath it.

4. In the outbound tree, right-click the digit pattern under which you are adding another digit pattern and select New.

A blank digit pattern window opens.

5. Type the digit pattern and press Enter.

6. After Call type, select a call type.

7. After Call rate, select a call rate.

8. After Toll fraud, select the check box if calls with this digit pattern are treated as toll fraud.

See "Adding inbound call information" on page 129.

9. On the ribbon, click Save.

To add a digit pattern to a carrier plan by .csv import

1. In the left pane, under Business Reporter, click Carrier plans.

2. Select the carrier plan to which you are adding a digit pattern.

3. Click the Outbound tab.

4. Select Outbound and click Import.

The import wizard opens.

5. Select the file type to import.

6. Browse to the location of your .csv file.

Default digit patterns for each region are located on the Enterprise Server in the Contact

Center Solutions installation directory under src\Support. The default installation directory is

C:\CCM\src\Support.

7. In the options window, select the appropriate result if duplicate digit patterns are imported.

8. Click Next.

The field mappings window opens.

9. Add and map the available columns in the wizard to the columns in your .csv file.

NOTE: You must place the selected columns in the order that reflects the contents of your

.csv file. For example, if digit patterns are the first column in your .csv file, you must ensure that digit patterns are the first item in your selected columns list.

10. Click Next.

The wizard imports the .csv file.

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Adding inbound call information

You must assign call rates and call types to cost inbound calls.

To add inbound call information to a carrier plan

1. In YourSite Explorer, under Business Reporter, click Carrier plans.

2. Select the carrier plan to which you are adding inbound call information.

3. Click the Inbound tab.

The Inbound tab lists all of the DNIS found in the YourSite database.

4. Select a DNIS.

5. After Call type, click the Browse button and select a call type.

6. After Call rate, click the Browse button and select a call rate.

See "Adding internal call information" on page 129.

Adding internal call information

You must assign call rates and call types to cost internal calls.

NOTE: If you select the Toll fraud check box, all internal calls will be considered toll fraud.

You can define all internal calls as toll fraud. To view a comprehensive list of internal calls, after you have defined internal calls as toll fraud, generate the appropriate reports: l

Extension and Extension Group Accounting Toll Fraud report

These reports show the toll fraud activity by extension and extension group.

To add internal call information to a carrier plan

1. In YourSite Explorer, under Business Reporter, click Carrier plans.

2. Select the carrier plan to which you are adding internal call information.

3. Click the Internal tab.

4. After Call type, click the Browse button and select a call type.

5. After Call rate, click the Browse button and select a call rate.

6. After Toll fraud, select the check box if all internal calls are treated as toll fraud.

See "Associating carrier plans to media servers and/or trunk groups" on page 129.

Associating carrier plans to media servers and/or trunk groups

NOTE: If you cost calls based on trunk groups, all media servers must be associated to carrier plans.

Business Reporter attempts to cost outbound calls at the trunk group level first. If it cannot cost the call there, then it costs at the media server level.

Ensure you assign the carrier plan you configured in YourSite Explorer to the media servers and/or trunk groups by carrier.

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To associate carrier plans to media servers and/or trunk groups

1. In YourSite Explorer, under Business Reporter, click Carrier plans.

2. In the Carrier plans window, under Name, select the carrier plan to be associated to a media server or trunk group.

3. Click the Media servers or Trunk groups tab.

4. Under Available members, select the member to be added to Selected members.

5. Click > to move the selected member to the Selected members list.

6. On the ribbon, click Save.

Specifying toll fraud settings

You can configure toll fraud for calls l l l l l

That exceed a specific amount (for example, $5.00) - you configure this on the ribbon

To specific phone numbers - you configure this in the outbound digit tree

To specific countries or area codes - you configure this in the outbound digit tree

To toll charge numbers - you configure this in the outbound digit tree

That are internal - you configure this on the Internal tab of the carrier plan

See "Adding internal call information" on page 129.

Specifying the call cost threshold

Toll fraud can be defined as calls that exceed a pre-set call cost threshold. For example, you can define the specified call cost threshold as $20.00. If an employee were to make a call that cost

$20.01 or more, the call would be defined as toll fraud.

To specify the call cost threshold

1. In YourSite Explorer, on the ribbon, click the Configuration tab.

2. Click Business Reporter.

3. After Call cost threshold, define the threshold over which calls are considered toll fraud.

4. On the ribbon, click Save.

Defining toll fraud

Toll fraud can be defined as l l l l

Calls to a restricted country (for example, calls to Australia use the country code 61)

Calls to restricted phone numbers (for example, your employees' home phone numbers)

Calls to restricted area codes (for example, you know your business does not deal with

Alaska, so any call with the area code 907)

Toll charge calls (any calls with the digits 1900)

To define toll fraud

1. In YourSite Explorer, under Business Reporter, click Carrier plans.

2. Click the Outbound tab to set toll fraud for outgoing calls, or the Internal tab to set toll fraud for internal calls.

3. Select the digit pattern to be defined as toll fraud.

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4. Select the Toll fraud check box.

5. On the ribbon, click Save.

SUBSCRIBER SERVICES CONFIGURATION

Subscriber Services is an optional application to Business Reporter. Using Subscriber Services, you can create customized plans to cost subscriber calls. Because the plans are customizable, you can bill back some subscribers a fraction of the cost of their calls and others you can mark up the cost of the calls. Using Subscriber Services you can also add surcharges for the billing period.

CONFIGURING DEVICES MANUALLY

You configure subscribers, subscriber groups, billing options, and subscriber plans in YourSite

Explorer.

Adding subscribers

When you add subscribers to the database, you must associate an extension or an Account Code to the subscriber.

To add a subscriber

1. In YourSite Explorer, under Business Reporter, click Subscribers.

2. Click Add.

3. After Name, type the name of the subscriber.

4. After Reporting number, type the subscriber reporting number.

5. Optionally, after Subscriber plan, click the Browse button and select the plan.

6. You can add subscribers to a subscriber plan now or later.

See "Adding subscriber plans" on page 132.

7. On the Extension tab, under Available members, select the member to be added to the

Selected members.

8. Click > to add the selected member to the Selected members list.

9. On the Account Code tab, under Available members, select the member to be added to the

Selected members.

10. Click > to add the selected member to the Selected members list.

11. On the ribbon, click Save.

Adding subscriber groups

To add a series of subscriber groups

1. In YourSite Explorer, under Business Reporter, click Subscriber Groups.

2. Click Add.

3. After Name, type the name of the subscriber group.

4. After the Reporting number, type the subscriber group reporting number.

5. Click the Membership tab.

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6. Under Available members, select the member to be added to the Selected members.

7. Click > to add the selected member to the Selected members list.

8. On the ribbon, click Save.

Adding billing options

Billing options are applied to subscriber plans so that you can apply surcharges. Surcharges can occur daily, weekly, monthly, yearly, or once as a flat rate. Billing options include the ability to generate percentage markups. For example, if you have a weekly charge of $5.00 and run your subscriber report monthly (four weeks), the total surcharge on the report is $20.00.

CAUTION: The billing frequency of surcharges is always rounded up. For example, if you generate a report that spans eight days, and you have selected a weekly charge of $5.00, the report will show a charge of $10.00 because eight days is rounded up to two weeks.

To add a billing option

1. Under Business Reporter, click Billing options.

2. Click Add.

3. After Name, type the name of the surcharge.

4. After Description, optionally type the description of the surcharge.

5. After Frequency, select the occurrence of the surcharge (by report period, day, week, month, or year).

6. Under Service Charge Types, select a billing option.

If you selected Surcharge amount, type the amount of the surcharge.

If you selected Simple percent markup, type the percent to markup. Optionally, to add the percent markup to the bill subtotal, select Apply to subtotal.

NOTE: When Apply to subtotal is selected, the percent markup is applied to the billing usage and service charges subtotal. If Apply to subtotal is not selected, the percent markup is applied to billing usage only.

7. On the ribbon, click Save.

Adding subscriber plans

You configure the following options in the subscriber plans.

Minimum duration to cost

You can specify the seconds after which a subscriber plan applies to a call. For example, if the minimum duration to cost is 10 seconds, the subscriber plan applies to calls over 10 seconds only.

This plan will not charge subscribers for calls under 10 seconds.

NOTE: If the Minimum duration to cost value is $0.00, the subscriber plan will apply to the entire cost of the call.

Percentage markup

You can charge the subscriber a percentage of the rate per call. The percentage can be marked up

(for example, 50%) or discounted (for example, -10%).

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Fixed cost markup

You can charge the subscriber a fixed amount per call based on the rate. If the carrier charges $1.00, the fixed amount can be marked up (for example, $2.00) or discounted (for example, ($0.50)).

Fixed cost

You can apply a flat rate per call. This cost will override all other subscriber costs. For example, the fixed cost can be $2.00 per call. That rate includes the cost and the markup or discount.

Cost ceiling

NOTE: If the cost ceiling value is Unlimited, no cost ceiling applies and the subscriber plan will apply to the entire cost of the call.

You can specify a cost ceiling when you do not want to charge a subscriber more than a specific amount. For example, if the cost ceiling is $50.00, a subscriber will not be charged more than $50.00

for a call.

Billing options

Billing options are applied to subscriber plans so that you can apply surcharges. Surcharges can occur daily, weekly, monthly, yearly, or once as a flat rate. For example, if you have a weekly charge of $5.00 and run your subscriber report monthly (four weeks and three days), the total surcharge on the report is $25.00.

CAUTION:

l l

In YourSite Explorer, you must configure call types, time slots, call rates, billing options, employees, and subscribers before you add subscriber plans. Do not add devices when you are configuring subscriber plans or you could lose subscriber configuration data.

When you configure a subscriber plan, you must complete all required fields (for outbound, inbound, and internal information) before you are able to save.

You configure subscriber plans to help you determine the cost of calls made by subscribers or employees, and to charge a markup/discount for each call or a markup/discount of a summary.

To configure a subscriber plan

1. In YourSite Explorer, under Business Reporter, click Subscriber plans.

2. Click Add=>Basic. Otherwise, click Add=>Advanced and select a carrier plan from the list.

For a basic subscriber plan, the subscriber rates are based on the rates of the carrier plan associated to the subscriber’s or employee’s extension and/or Account Code.

For an advanced subscriber plan, the subscriber rates are based on the altered rates of the carrier plan you selected from the list.

3. After Name, type the name of the subscriber plan.

4. After Minimum duration to cost, specify the threshold above which the subscriber plan applies to the call.

For example, if the minimum duration to cost is 10 seconds, when the 10 second threshold is met or surpassed the subscriber plan applies. The subscriber plan does not apply to calls under 10 seconds.

If the Minimum duration to cost value is $0.00, the subscriber plan applies to the entire cost of the call.

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Subscriber Services configuration

5. After Fixed cost markup, select the markup/discount as a dollar amount added to/subtracted from the rate.

NOTE: If you specify a percent markup, Business Reporter applies the percent markup to the rate and then applies the fixed cost markup to the rate.

A fixed cost markup refers to a fixed amount added to the cost of a call. If the rate is 5 cents per minute + $2, the $2 is the fixed markup.

6. After Fixed cost, select the cost.

A fixed cost calls is charged a fixed amount that does not depend on the duration of the call. If the cost is $5 per call, then $5 is the fixed cost. Fixed costs override all other costs.

7. After Percent markup, select the markup/or discount as a percent of the rate.

8. To charge subscribers a maximum amount per call, after Cost ceiling, type a value.

If the cost ceiling value is $0.00, no cost ceiling applies and the subscriber plan applies to the entire cost of the call.

9. Under Available members, select the member to be added to the Selected members.

10. Click > to add the selected member to the Selected members list.

11. Click the Billing options tab.

12. Under Available members, select the member to be added to the Selected members.

13. Click > to add the selected member to the Selected members list.

14. Optionally, add outbound, inbound and internal call information. Add this information only if you plan to adjust the carrier plan rate.

See "Adding outbound digit patterns" on page 127.

See "Adding inbound call information" on page 135.

See "Adding internal call information" on page 129.

15. On the ribbon, click Save.

Adding outbound digit patterns

Ensure you configure the outbound call types and call rates you need for your subscriber plan before you begin.

To add a digit pattern to a subscriber plan

1. Under Business Reporter, click Subscriber plans.

2. Select the subscriber plan to which you are adding a digit pattern.

3. Click the Outbound tab.

4. In the outbound tree, click the digit pattern under which you are adding another digit pattern.

5. On the Outbound tab, click Add.

6. Type the digit pattern.

7. Press Enter.

8. After Call type, click the Browse button and select an outbound call type from the list.

9. After Call rate, click the Browse button and select the call rate from the list.

10. On the ribbon, click Save.

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Adding inbound call information

Ensure you configure the DNIS call types and call rates you need for your subscriber plan before you begin.

To add inbound call information to a subscriber plan

1. Under Business Reporter, click Subscriber plan.

2. Select the subscriber plan to which you are adding inbound call information.

3. Click the Inbound tab.

4. After Call type, click the Browse button and select a DNIS call type from the list.

5. After Call rate, click the Browse button and select the call rate from the list.

6. On the ribbon, click Save.

Adding internal call information

Ensure you configure the internal call types and call rates you need for your subscriber plan before you begin.

To add internal call information to a subscriber plan

1. Under Business Reporter, click Subscriber plan.

2. Select the subscriber plan to which you are adding internal call information.

3. Click the Internal tab.

4. After Call type, click the Browse button and select an internal call type from the list.

If the call type you require is not listed here, you must create it before you can select it and save the digit pattern.

See "Adding call types" on page 123.

5. After Call rate, click the Browse and select the call rate from the list.

6. On the ribbon, click Save.

BUSINESS HOUR SCHEDULES

Your contact center software performs certain tasks during business hours and other tasks after business hours. You create schedules so that Business Reporter knows your business' hours of operation, and so you can apply these hours of operation to devices. You can create yearly or seasonal schedules.

For example, Multimedia Contact Center can send ‘business hour’ auto-response messages to customers contacting you during business hours, and ‘after hours’ auto-response messages to customers contacting you after hours. Applying a schedule to a Multimedia Contact Center workflow tells the system when to send each type of message.

Business Reporter ships with two default schedules: The default 24/7 schedule for businesses that operate 24 hours a day, seven days a week, and the default Monday to Friday 9:00 AM to 5:00 PM schedule. You can modify these schedules according to your business needs. You can also create schedule exclusion lists, which enable you to omit days such as national holidays from schedules.

See "Managing schedule exclusion lists" on page 137.

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The following procedures tell you how to l l

Create and modify schedules

Manage schedule exclusion lists

CREATING AND MODIFYING SCHEDULES

The schedules you create do not expire. The weekly schedule configuration applies week after week until you change the schedule or apply a different schedule to the device. You can exclude specific dates from the schedule for national holidays.

To create a schedule

1. Select YourSite=>Schedules.

2. Click Add.

3. After Name, a descriptive name for the schedule.

4. To apply a schedule exclusion list, click the Browse button.

5. Select an exclusion list to apply and click OK.

NOTE: The Schedule exclusion list specifies days to be omitted from the schedule. To create

a schedule exclusion list, or to edit an existing schedule exclusion list, see "Managing schedule exclusion lists" on page 137.

6. After Start time, type the business day start time for each day of the week.

7. After End time, type the business day end time for each day of the week.

8. After Disable for day, select the check box for each day your business is closed.

9. Click Save.

To modify a schedule

1. Select YourSite=>Schedules.

2. Select the schedule to modify.

3. After Name, type a new name for the schedule. For example, ‘Monday to Friday 8:00 AM to

6:00 PM’.

4. After Schedule exclusion list, click the Browse button.

5. Select a schedule exclusion list to apply to the schedule and click OK.

NOTE: The Schedule exclusion list specifies days to be omitted from the schedule. To create

a schedule exclusion list, or to edit an existing schedule exclusion list, see "Managing schedule exclusion lists" on page 137.

6. After Start time, type the new business day start time for each day of the week.

7. After End time, type the new business day end time for each day of the week.

8. After Disable for day, select the check box for day your business is closed.

9. Click Save.

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Managing schedule exclusion lists

Schedule exclusion lists enable you to omit days from schedules you create. For example, you can use a schedule exclusion list to omit national holidays from a yearly schedule.

The following procedures show you how to l l l l l

Create and apply new exclusion lists to schedules

Apply existing exclusion lists to schedules

Remove exclusion lists from schedules

Edit and remove dates from schedule exclusion lists

Delete exclusion lists from YourSite Explorer

NOTE: To edit or delete a list you must first select a schedule with an exclusion list already applied to it. You can then access schedule exclusion lists, and the buttons for editing and deleting lists, by clicking ‘Manage schedule exclusion list’.

To create and apply a new exclusion list to a schedule

1. Click YourSite=>Schedules.

2. Click Add.

3. Click Manage schedule exclusion list.

4. After Name, type the name of the exclusion list.

NOTE: To create a new list for a schedule with an exclusion list already applied to it, click

'Add' and follow steps 4 onward.

5. On the calendar, click the dates to exclude from the schedule.

6. Click Save.

7. To apply the exclusion list to the selected schedule, click Apply. Otherwise, close the schedule exclusion list designer window.

8. Click Save.

To apply an existing exclusion list to a schedule

1. Click YourSite=>Schedules.

2. Select the schedule to which you will apply a schedule exclusion list.

3. After Schedule exclusion list, click the Browse button.

4. Select a schedule exclusion list and click OK.

5. Click Save.

6. Repeat these steps for other schedules to which you will apply the exclusion list.

To remove an exclusion list from a schedule

1. Click YourSite=>Schedules.

2. Select the schedule from which you will remove a schedule exclusion list.

3. After Schedule exclusion list, click the Clear button.

4. Click Save.

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To edit and remove dates from an exclusion list

1. Click YourSite=>Schedules.

2. Select a schedule with an exclusion list applied to it and click Manage schedule exclusion

list.

3. Click Edit.

4. To add new dates, select the dates from the calendar.

5. To remove dates, select the dates from the list and click Remove.

6. To remove all dates, click Clear.

7. Click Save

8. To apply changes to the schedule, click Apply.

To delete an exclusion list from YourSite Explorer

1. Click YourSite=>Schedules.

2. Select a schedule with the exclusion list to delete.

NOTE: If you are deleting exclusion lists as part of clean-up, select any schedule with an exclusion list applied to it and follow the steps below.

3. Click Manage schedule exclusion list.

4. From the drop-down list, select the exclusion list you want to delete.

5. Click Delete.

6. Click Save.

Applying schedules

You apply schedules you create in YourSite Explorer=>Schedules to media servers.

You can apply the schedules you create to l l

Media servers.

See "Adding media servers" on page 66.

Alarms.

See "Monitoring and alarming subsystem" on page 138.

MONITORING AND ALARMING SUBSYSTEM

Business Reporter uses a centralized alarming system configured in YourSite Explorer. The

Maintenance Alarm Dispatcher service is located on the Enterprise Server and performs server maintenance activities as well as controlling all alarming in the network. Alarm notifications are sent for each device that is triggering an alarm and is distributed in the following ways:

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l l l l

Email: Summary emails are sent to valid email subscribers and list all current, active alarm statuses as well as a list of alarms that triggered the alert.

RSS: An RSS feed is published on the server and can be subscribed to by any RSS reader that has been given access to the server.

SNMP: A count of alerting alarms for each category can be viewed in an SNMP manager.

Start Page: A list of currently active Contact Center Management alarms with a Knowledge

Base article list of descriptions, severities, impacts on contact centers, and troubleshooting

information can be viewed on the Start Page of YourSite Explorer. (See "YourSite Explorer

Start Page" on page 58.)

By default, alarms are configured to expire after 24 hours.

The Server Monitoring Agent is a standalone service that is deployed on each server in the enterprise. It monitors performance counter values based on alarm configuration, collects external alarm data from services, and notifies the prairieFyre Maintenance Alarm Dispatcher service when alarm states surpass configured thresholds.

Alarms may also be viewed with the Enterprise Status icon and RSS feed link, located in the lowerright corner of the YourSite Explorer and Contact Center Client windows and in the upper-right corner of CCMWeb. In order to view the Enterprise Status icon and RSS feed link in all of the applications in which they are present, we recommend you log in as an Administrator.

The Enterprise Status icon is a circular, colored status indicator. The color indicates the highest level of severity for all alarms currently alerting (Normal = Green, Minor = Yellow, Major = Orange, Critical

= Red, Unknown = Gray). If you subscribe to the RSS feed and your RSS reader is open, you will be notified with changes to alarm states. If you don’t subscribe to the RSS feed, you can click the RSS feed link and view active alarms in your default browser.

In addition to receiving notification of alarms, you can quickly view Enterprise status and active alarms using the YourSite Explorer Start Page’s Alarms tab. The Alarms tab consists of two panes: the Feed Preview and the Mitel Knowledge Base pane. The Feed Preview contains an RSS feed of the active alarms. The Mitel Knowledge Base pane contains a table of contents linking to relevant

Knowledge Base (KB) articles for each alarm. Each KB article contains a description of the reason for the alarm, the severity of the alarm, the impact on contact centers, and troubleshooting steps.

If you have multiple servers and you want to be able to determine which server is emailing an alarm, you can set up a unique 'From' address for the emails delivered from the Contact Center

Management server in the 'From Name' field of the Outgoing tab in the mail server configuration window in YourSite Explorer.

Alarms are categorized based on the type of data they analyze. There are three types of alarms: l l l

Performance counter and Registered services performance counter alarms: based on performance counters

Media server alarms: independently tracked for each media server

General alarms: all other alarms

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The following procedures explain how to l l l l l

Configure Performance counter and Registered services performance counter alarms

Configure Media server alarms

Configure General alarms

Disable or enable alarms

Temporarily disable ('Snooze') alarms

These configurations take place in YourSite=>Alarms.

To configure Performance counter and Registered services performance counter alarms

1. Select the Performance counter or Registered services performance counter alarm you want to configure and click the General tab.

2. To specify an SNMP category in which the alarm displays, after Category, select a category type from the drop-down list.

3. Set Minor, Major, and Critical thresholds and threshold alert delays for the alarm.

NOTE: Thresholds determine the severity of the alarm when the specified condition is met.

The threshold alert delays determine the how long an alarm state is active before an alarm is triggered and notification is sent.

4. To disable a threshold, from the drop-down list next to the threshold select Disabled.

5. To be notified when the alarm value changes, select the Realert on value change check box.

6. Click the Actions tab.

7. To send subscribers emails of alarms when the alarm is triggered, under Email action, select the Enabled check box.

8. Click Browse and select a Business hours: schedule to apply to the alarm.

9. To receive notifications of critical alarms, outside of business hours, select the Ignore

business hours for critical alerts: check box.

10. Click Save.

To configure Media server alarms

1. Select the Media server alarm you want to configure and click the General tab.

2. To specify an SNMP category in which the alarm displays, after Category, select a category type from the drop-down list.

3. After Severity, select the level of severity to apply to this alarm (Minor, Major, or Critical).

4. After Alert delay, select how long the alarm state is active before an alarm is triggered and notification is sent.

5. To disable the alarm for specific media servers, after Disable media servers:, click the … button, select the media server from the Select disabled media servers window, and click

OK.

6. To clear a disabled media server selection, click Clear.

7. Click the Actions tab.

8. To send subscribers emails of alarms when the alarm is triggered, under Email action, select the Enabled check box.

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9. Click the Browse button and select a Business hours: schedule to apply to this alarm.

10. To receive notifications of critical alarms, outside of business hours, select the Ignore

business hours for critical alerts: check box.

11. Click Save.

To configure General alarms

1. Select the General alarm you want to configure and click the General tab.

2. To specify an SNMP category in which the alarm displays, after Category, select a category type from the drop-down list.

3. After Severity, select the level of severity to apply to this alarm (Minor, Major, or Critical).

4. After Alert delay, select how long the alarm state is active before an alarm is triggered and notification is sent.

5. Click the Actions tab.

6. To send subscribers emails of alarms when the alarm is triggered, under Email action, select the Enabled check box.

7. Click the Browse button and select a Business hours: schedule to apply to this alarm.

8. To receive notifications of critical alarms, outside of business hours, select the Ignore

business hours for critical alerts check box.

9. Click Save.

To disable or enable an alarm

1. To disable an alarm, select the alarm and click the General tab.

2. Click Disable.

3. Click Save.

4. To re-enable an alarm, select the alarm and click the General tab.

5. Click Enable.

6. Click Save.

To temporarily disable (‘Snooze’) an alarm

1. Select the alarm to disable and select the General tab.

2. Click Snooze and, from the drop-down list, select how long the alarm will be disabled.

3. To customize the snooze duration, from the Snooze drop-down list select Custom… and set the date and time at which the alarm reactivates.

4. Click Save.

VALIDATING ALARMS

Some alarms require the system to be validated before the alarms will clear. The Validate button must be clicked after the values have been corrected, otherwise the alarm will not be cleared until nightly synchronization. The alarm may not clear with nightly synchronization if the value is still

wrong. See "Validating YourSite Explorer configuration" on page 153.

Consult the alarm’s Knowledge Base article for validation information.

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ENABLING SNMP AGENT FOR ALARMS

Contact Center Solutions/Business Reporter includes an SNMP agent that enables you to monitor

Contact Center Solutions/Business Reporter alarms through an SNMP manager. Contact Center

Solutions/Business Reporter SNMP agent integrates with the Windows SNMP service and requires that a Windows SNMP Service be added and configured on the Enterprise Server.

The Contact Center Solutions/Business Reporter SNMP agent is primarily configured for traps only, but also responds to Get-request messages for trap messages.

SNMP Agent provides information on nine categories of alarms: l l l l l l l l l

General Category Alarm

Data Collection Alarms

Server Resource Alarm

Communication Alarm

License Violation Alarm

IVR Alarm

Reporting Alarm

Performance Alarm

Configuration Alarm

The value reported for each alarm category is the highest severity of alarm currently triggered in that category.

Configuring Windows SNMP service for the SNMP agent

Contact Center Solutions and Business Reporter requires the use of the Windows SNMP service for the Contact Center Solutions SNMP agent.

The following procedures outlines how to: l l

Install the Windows SNMP services (Windows Server 2008 R2 and Windows Server 2012 and 2012 R2)

Configure Windows SNMP service for the SNMP agent

To install the Windows SNMP services (Windows Server 2008 R2)

1. Start the Server Manager.

2. Under Features Summary, click Add Features.

The Add Features Wizard opens.

3. Select the following services: l

SNMP Services l l

SNMP Service

SNMP WMI Provider

4. Click Next.

5. Click Install.

6. Click Close.

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To install the Windows SNMP services (Windows Server 2012 and 2012 R2)

1. Start the Server Manager.

2. Click Manage=>Add Roles and Features.

The Add Roles and Features Wizard opens.

3. Select Role-based or feature-based installation and click Next.

4. Select Select a server from the server pool and select the Enterprise Server.

5. Click Next.

6. Click Next.

7. Select the following services: l

SNMP Service l

SNMP WMI Provider

8. Click Add Features.

9. Click Next.

10. Click Install.

11. Click Close.

To configure Windows SNMP service for the SNMP agent

1. If you do not have SNMP Service installed on your server, install it using the Add/Remove

Program, Add Features, or Add roles and features function of your Window server.

2. After the installation has completed, navigate to Services.

3. Right-click on SNMP and select Properties.

4. Select the Traps tab.

5. Under Community name, type a community name, such as Public, and click Add to list.

6. Under Trap destinations:, click Add.

7. Under Host name, IP or UPX address:, type the destination for Contact Center Solutions

SNMP Agent traps.

8. Click Add.

9. Select the Security tab.

10. Click Add.

11. In the Community rights drop-down list, select READ WRITE.

12. Under Community name:, type Public.

13. Select the Log On tab.

14. Under Log on as:, select Local System Account.

15. Click OK.

NOTE: After setting up your SNMP Agent, it is recommended you test it using an appropriate tool to confirm that it has been configured correctly.

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SNMP MIB summary

Table 5 and Table 6 summarize object information from the MIB. The MIB is located in <drive>]

/CCM/Services/MaintenanceAlarmDispatcher/Snmp.

Table 5: prairieFyre sub-tree

OBJECT TYPE OBJECT IDENTIFIER

enterpriseAlarms enterpriseAlarms enterpriseAlarms prairieFyre 1 prairieFyre 2 prairieFyre 3

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OBJECT TYPE

Table 6: MIB enterpriseAlarms sub-tree summary

SYNTAX

INTEGER

MAX

ACCESS

DESCRIPTION

manufacturer manufacturer read-only

Mitel Networks

Contact Center

Suite

OBJECT

IDENTIFIER

enterpriseAlarms 1 overridingSystemAlarm unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) read-only

This is the cumulative total of all reporting active alarms and should be viewed as the overriding alarm state that the Mitel suite is now reporting.

enterpriseAlarms 2 generalCatagoryAlarm dataCollectionAlarm unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) read-only

When a software entity raises an alarm not covered in the following list then it is categorized as a general alarm.

enterpriseAlarms 3 read-only

One of the Media

Controller Data

Link Connections within the Mitel

Enterprise is offline. This could be a connection to a PBX or an email server or some other controller of a media transaction that is configured to be connected to the Mitel suite.

enterpriseAlarms 4

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Table 6: MIB enterpriseAlarms sub-tree summary (continued)

OBJECT TYPE

SYNTAX

INTEGER

MAX

ACCESS

DESCRIPTION

OBJECT

IDENTIFIER

serverResourceAlarm communicationsAlarm unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) read-only

One or more software services in the Mitel suite is reporting an unusual consumption of computer resources. This may a result of an exceptionally high CPU consumption or running low on physical memory, for example. This may require a service restart to resolve.

read-only

One or more service endpoints is reporting an error in its control channel with an associated endpoint. This may be a socket or WCF channel or may be an

MSMQ error that is preventing normal process flow in the Mitel software suite.

enterpriseAlarms 5 enterpriseAlarms 6

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Table 6: MIB enterpriseAlarms sub-tree summary (continued)

OBJECT TYPE

SYNTAX

INTEGER

MAX

ACCESS

DESCRIPTION

OBJECT

IDENTIFIER

licenseViolationAlarm ivrAlarm unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) read-only

The prairieFyre

Enterprise

Licensing

Manager is reporting that the installation is violating or has attempted to exceed enforced license limits for their installation.

This may be configuring the

YSE services for features or capacity they have not purchased.

read-only

The Routing services for

IVR Routing are reporting an alarm, which may be due to media ports being out of service or an inability to load a workflow.

enterpriseAlarms 7 enterpriseAlarms 8

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Table 6: MIB enterpriseAlarms sub-tree summary (continued)

OBJECT TYPE

SYNTAX

INTEGER

MAX

ACCESS

DESCRIPTION

OBJECT

IDENTIFIER

reportingAlarm unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) read-only

The reporting engine is reporting an error that implies it cannot generate a requested report due to a system inoperability error.

This may be a corrupt report template or could be a transaction error on the retrieval of SQL data to fill the report.

enterpriseAlarms 9 performanceAlarm configurationAlarm unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) unknownAlarm

(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4) read-only

One or more of the service endpoints in the

Mitel suite is reporting an overload condition read-only

One or more of the service endpoints in the

Mitel suite is reporting an error when loading configuration data.

enterpriseAlarms 10 enterpriseAlarms 11

SECURITY ROLES

You create security roles if you want to restrict employees from specific devices and Contact Center

Solutions application areas that their licensing would otherwise enable them to access.

You create security roles to restrict employees from specific devices and Business Reporter application areas.

NOTE: In order for you to assign security roles, your account must be associated to a security role that has ‘May manage security’ enabled.

Contact Center Solutions has two default security settings:

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Local administrator—allows employees full access to all of the Business Reporter applications and devices, except Write Back for synchronization.

Enterprise administrator—includes access to Write Back, for synchronization, and all local administrator duties.

Employee access to applications is limited by their security role and their licensing. An employee’s security role defines the application areas an employee can access and licensing limits what applications an employee can access. For example, an employee with the Enterprise administrator security role but no supervisor license would not be able to access YourSite Explorer.

When you install Contact Center Solutions, a default user is created. This ensures there is at least one account with which you can access YourSite Explorer.

When you install Business Reporter, a default user is created. This assures you there is at least one account with which you can access YourSite Explorer

The default user name and password are l l l

Username: _admin

Password: _password

Security Role: Enterprise Administrator

Security roles have two components.

l l

Basic

Basic security controls user access to specific areas of Business Reporter.

Advanced

Advanced security controls user access to customized lists of devices, real-time monitors, profiles, reports, sites, and users

CREATING AND APPLYING SECURITY ROLES

You can create security roles that have a number of combinations of basic and advanced authorizations applied to them. For example, you can create a security role with minimal security restrictions, granting users access to as many Contact Center Management reports and applications as you designate. You do this by leaving the security components listed under the Advanced tab set to 'Not restricted'. Alternatively, you can create a security role that has full access to some Business

Reporter application areas but is restricted from accessing other reports and devices.

To create and apply a security role, you must

1. Ensure employees are configured in the YourSite database.

2. Create security lists (If you intend to use advanced security).

3. Configure basic security.

4. Optionally, configure advanced security.

5. Assign the security role to one or more employees.

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CREATING SECURITY LISTS

You can use advanced security to restrict user access to sites, reporting, and real-time functions.

Before you can specify advanced security, you must create security lists (device lists, real-time monitor lists, report lists, site lists, and user lists). Each list must contain the devices, real-time monitors, reports, sites, and users to which employees are granted access.

You use the following security lists to define advanced security: l l l l l l l

Device list—Device lists specify devices for which employees may view real-time information. You create device lists to restrict access to statistics on specific employees. For example, you might want a manager to view certain employees only (specific device - Kanata employees). The device list must contain the device (employee group - in this case, Kanata employees) to which the user may gain access. Devices include Account Code Group, Agent group, DNIS group, Employee Division, Employee group, Extension Division, Queue group,

Team, Trunk Group, Voice extension group, and Voice mail extension group.

Report list—You create report lists to restrict users from viewing specific report types. For example, you might want managers to view employee reports only (specific report category).

The report list must contain the reports the user may run. If you do not assign a report list to the employee, then the employee will see every YourSite group and team when running reports and monitoring real-time activities (unless basic security is assigned to that employee that does not permit the employee to gain access to any reports).

Profile list—You create a profile list to restrict users from managing specific real-time monitor profiles.

Site list—You create a site list to restrict users to accessing only certain sites.

Real-time monitor list—The real-time monitor list specifies real-time monitors to which you are granted access. You create a real-time monitor list to restrict access to particular real-time monitors. The real-time monitor list must contain the monitors that the user will access.

User list—You create a user list to restrict a user from chatting online with certain employees.

The user list must contain the employees with which the user may chat. For example, you might want managers to chat online with only the employees they supervise. If Jane manages

Bill, Sue, and George, then you assign Jane an advanced security role that permits Jane to chat with Bill, Sue, and George (the user list would contain Bill, Sue, and George).

Card design list—You create a card design list to restrict users from managing card designs

(card designs specify the information displayed on extension real-time monitors).

The security list configuration page is rendered from CCMWeb within YourSite Explorer. To ensure proper configuration functionality, ensure that CCMWeb has been added as a Trusted Site. Failure to add CCMWeb as a Trusted Site may result in the security list configuration page being disabled.

If you are using Windows Authentication, you must also enable the following browser settings: l l

Under Internet Options=>Security, enable ‘Automatic logon with current user name and password’

Under Internet Options=>Advanced, enable ‘Enable Integrated Windows Authentication’

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To create a security list

1. Under the Enterprise pane, click Security list.

2. Select the security list you want to create and click Add.

3. Type the list Name.

4. Type the list Description.

5. Click the Members tab.

6. If you are creating a device or reports list, after Filter by, select a category to narrow the items that display in the list (for example, Employee group).

7. Select the check boxes of the members you want to include in the list.

8. Click Save.

To delete a security list

1. Under the Enterprise pane, click Security list.

2. Select the security list you want to create and click Delete.

CONFIGURING SECURITY ROLES

You can configure basic security to restrict user access to specific areas of CCMWeb and the

Contact Center Client, YourSite Explorer, Workforce Scheduling, Employee Portal, and Ignite applications. For example, if you want to restrict users from viewing Contact Center Client and

Enterprise Configuration, then you must create a security role with those characteristics.

Table 7 describes the specific setting options for YourSite Explorer synchronization for basic

security.

OPTION

Table 7: YourSite Explorer synchronization - security setting options

DESCRIPTION

No access

If No Access is enabled you cannot configure Enterprise settings or devices in

YourSite Explorer.

Allow Read

Access

Allow Read Access enables you to read Enterprise and device configuration settings in YourSite Explorer.

Allow

Read/Write

Access

Allow Read/Write Access enables you to read Enterprise and device configuration settings in YourSite Explorer and write them to the YourSite database.

Allow Full

Control

Allow Full Control enables you to read Enterprise and device configuration settings in YourSite Explorer, write them to the YourSite database, and write back devices programmed in YourSite Explorer to the telephone system.

You can configure advanced security to restrict access to reports, real time and Interactive Contact

Center statistics, Chat, sites, and real-time monitors. Advanced security options often require that appropriate security lists be made.

Many advanced security role options require the creation of a security list before the role can be

configured. Using these lists, you define a security role. See "Creating security lists" on page 150.

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After you create device security lists you can create an advanced security role that restricts access to reports, real-time statistics, ChatLine, sites, and real-time monitors.

Security roles are assigned to employees in their User account tab. See "Configuring employee user account information" on page 104.

The security roles configuration page is rendered from CCMWeb within YourSite Explorer. To ensure proper configuration functionality, ensure that CCMWeb has been added as a Trusted Site. Failure to add CCMWeb as a Trusted Site may result in the security roles configuration page being disabled.

If you are using Windows Authentication, you must also enable the following browser settings: l l

Under Internet Options=>Security, enable ‘Automatic logon with current user name and password’

Under Internet Options=>Advanced, enable ‘Enable Integrated Windows Authentication’

To add a security role

1. In the Enterprise pane, click Security role.

2. Click Add a role.

3. Type a Role name.

4. Type a Role description.

5. On the Basic tab, clear the check boxes of the items the user is not permitted to use.

If required, click the Advanced tab and specify advanced security.

6. Click Save.

To verify the properties of a security role

1. In the Enterprise pane, click Security role.

2. Click View adjacent to the security role for which you want to view properties.

You can assign the security roles to new users and to existing users.

To edit a security role

1. In the Enterprise pane, click Security role.

2. Click Edit beside the name of the security role you want to edit.

3. Make the desired changes to the security role.

4. Click Save.

NOTE: Users who are currently logged on will not be affected by changes made to their associated role until the next time they log on.

VIEWING YOUR SECURITY ROLE PROPERTIES

Users with access to YourSite Explorer can view their own security role properties and determine the application areas to which they have access. Only employees with access to

YourSite=>Configuration can change the security role properties of employees.

To view the security role properties for your login credentials in YourSite Explorer l

Under Enterprise, click My Role Allowed.

To view the security role properties for your login credentials in CCMWeb l

Click My Options=>My Security Role.

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ASSIGNING SECURITY ROLES TO EMPLOYEES

NOTE: Users who are currently logged on will not be affected by changes made to their associated role until the next time they log on.

To assign a security role to an employee

1. Select an employee

2. Click the User Account tab.

3. After Security role, click the Browse button.

4. Select a security role.

The default Local Administrator allows employees full access to all of the Contact Center

Solutions applications and devices (to which the contact center is licensed) except for Write

Back for synchronization.

The default Enterprise Administrator allows employees the same access as the Local

Administrator, but includes Write Back for synchronization.

5. Click OK.

6. Click Save.

VALIDATING YOURSITE EXPLORER CONFIGURATION

The Validate button manually triggers a validation of your contact center system configuration by going through Class of Service system options, SMDR options, agent groups, voice queues, and media servers, firing or clearing alarms as appropriate. Validation automatically takes place with the synchronization that occurs during nightly maintenance, but manual validation is required to clear some alarms.

To validate YourSite Explorer configuration

1. In YourSite Explorer, click the Tools tab.

2. Click the Validate button.

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