User Guide Summary

The manual was written in by 3Com. The language is listed as follows: User Guide English. The manual is applied to the following one product model as follows: WEBCCMODULE IP Contact Centers. The manual was created in Portable Document Format, called as PDF manual. The PDF document file with the name of 3com_ip_contact_center_management_information_guide-v70aa.pdf has 272 pages with the file size of 3245266. The digital document is original with no watermarks.

User Guide Information

Brand:3Com
Category: Network
Model:WEBCCMODULE IP Contact Centers
Type:User Guide
Language:English English Manual
File info:PDF / 3.1 Mb / 272 pages
Support:

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PDF File Information

Title: 3Com IP Contact Center Management Information Guide, Release 7
Creator: FrameMaker 6.0
Producer: Acrobat Distiller 7.0 (Windows)
CreationDate: Thu May 4 16:39:36 2006
ModDate: Thu May 4 17:27:34 2006
Tagged: yes
Pages: 272
Encrypted: no
Page size: 611 x 792 pts
File size: 3245266 bytes
Optimized: yes
PDF version: 1.6

PDF Bookmark and List of Contents

  • Title Page

  • Copyright and Trademarks

  • Contents

  • Preface

    • Who Should Read This Guide
    • How This Guide is Organized
    • Related Publications
      • Books (PDF format)
      • Quick Reference Guides (PDF format)
  • Ch 1. Introduction

    • About the 3ComIPCC Management Information Applications
    • About Reporting Data
      • Media Types
      • Levels of Assistance
      • Contact Types
      • Handle Types
      • Supervisors, Teams, and Agents
    • Logging On to the 3ComIPCCDesktop
    • Getting Help
      • Displaying Online Help
        • Displaying a Help Topic for 3Com IPCC Reporter
        • Displaying Online Help for 3Com IPCC Real-Time Status Viewer
        • Displaying Online Help for the 3ComIPCCDesktop
      • Using the Controls in the Help Window
        • Topic-Only View
        • Frameset View
      • Finding a Help Topic
      • Resizing the Help Navigation Frame
      • Printing a Help Topic
      • Troubleshooting Online Help Access Problems
  • Ch 2. Working with 3Com IPCC Reporter

    • 3Com IPCC Reporter Access Requirements
    • Logging On to 3Com IPCC Reporter
      • Using 3ComIPCC Reporter Licenses
      • Logging On to 3ComIPCC Reporter from the 3ComIPCCDesktop
    • Working in Your 3Com IPCC Reporter Environment
      • Understanding 3Com IPCC Reporter Components
      • Setting Your Preferences
        • General Preferences
        • Crystal Report Preferences
      • Organizing Your Folders and Categories
        • Accessing Your Folders or Inbox
        • Accessing Categories
        • Navigating through Folders or Categories
        • Creating Folders or Categories
    • Working with Reports
      • Selecting the Report Type
      • Sorting Reports
      • Searching for Reports
      • Viewing the Last Five Reports
      • Navigating Through Folders
    • Generating New Reports
      • Viewing Reports on Demand
      • Specifying Report Parameters
      • Working with Reports in the ActiveX Viewer
    • Scheduling Reports
      • Schedule Options
      • Parameters Options
      • Destination Options
      • Format Options
      • Accessing Completed Reports
    • Closing Reports
    • Logging Off 3ComIPCC Reporter
  • Ch 3. Viewing Historical Reports

    • Administration Reports
      • Audio Source List
      • Class of Service List
      • Classification List
      • Escalation Timeout List
      • Idle Reason List
      • Node List
      • Role List
      • Routed Contact Target Address List
      • Service Level List
      • Supervisor List
      • Trunk Group List
      • User List
      • User Skill List
      • Workflow Association List
      • Workflow List
      • Wrap-Up Code List
    • Contact Reports
      • Classification Abandoned Summary Intraday
        • Column and Row View
        • Chart View
      • Classification Contact Summary Intraday
        • Column and Row View
        • Chart View
      • Classification State Snapshot
      • Classification Summary – Duration
      • Classification Summary – Duration Detail
      • Classification Wrap-Up Summary
      • Contact Detail
      • Contact Event Detail
      • DNIS Summary – Duration Detail
      • Universal Case ID Media Summary
      • Universal Contact Detail
      • Universal Short Contact Intraday
      • Universal Summary – Duration Detail
      • Universal Summary – Volume Detail
      • Universal Wait Time Intraday
      • Voice Menu Summary
    • Executive Reports
      • Executive Classification Media Summary
        • Column and Row View
        • Chart View
      • Executive Classification Summary
        • Column and Row View
        • Chart View
      • Executive Custom Variable Summary
      • Executive Media Summary
        • Column and Row View
        • Chart View
      • Executive Team Summary
        • Column and Row View
        • Chart View
    • Extraction Reports
      • Extract Contact Detail
      • Extract Contact Event Detail
      • Extract Universal Contact Detail
      • Extract User Event Detail
    • Trunk Reports
      • Trunk Event Detail
      • Trunk Group Usage Summary
      • Trunk Group Utilization
    • User Reports
      • User Activity
        • Chart View – User and Team Activity
        • Column and Row View
        • Chart View – Combined User Activity
      • User Classification Summary
      • User Detail
      • User Event Detail
      • User Idle Reason Summary
        • Chart View – Idle Reason by User and by Team
        • Column and Row View
        • Chart View – Idle Reason, All Teams Combined
      • User Logon-Logoff
      • User Summary – Duration
      • User Summary – Volume
    • WFM Reports
      • Workforce Management - Aspect Agent Productivity
      • Workforce Management - Aspect Forecasting
      • Workforce Management - GMT
  • Ch 4. Working with 3Com IPCC Real-Time Status Viewer

    • Real-Time Status Viewer Access Requirements
    • Starting Real-Time Status Viewer
      • Opening Real-Time Status Viewer from the 3ComIPCCDesktop Toolbar
      • Opening Real-Time Status Viewer from the Alerts Panel
    • Real-Time Status Viewer Components
    • Viewing Displayed Data
      • Expanding or Collapsing a Status Row
      • Working with Chart Views
      • Working with Time Intervals
      • Arranging Displayed Data
        • Changing the Column Order
        • Sorting Data in Columns
    • Closing Real-Time Status Viewer
  • Ch 5. Monitoring Real-Time Status

    • Teams Tab
      • About Thresholds
      • Agent Status View
      • Classification Summary View
    • Agents Tab
      • Agent Summary View
      • Deferred Contacts View
      • Agent Details View
    • Contacts Tab
      • Interval Summary View
      • Current Summary View
      • Contact Analysis View
      • Contact Details View
    • Trunks Tab
      • Trunk Details View
      • Trunk Usage View
      • Trunk Utilization View
    • My Statistics Tab
  • Ch 6. Administering 3Com IPCC Reporter

    • Using the Central Management Console
      • Logging On to the Central Management Console
      • Creating a Reports Permission Plan
      • Managing Users
      • Managing Groups
        • Creating a New Group
        • Adding Users to an Existing Group
        • Deleting Groups
      • Managing Folders
        • Creating a Folder
        • Copying and Moving Folders
        • Deleting a Folder
        • Assigning Rights to a Folder
      • Managing Servers
        • Enabling or Disabling a Destination
        • Setting Defaults for Destinations
      • Scheduling Reports
      • Using Custom Reports
      • Logging Off the Central Management Console
    • Using the Parameter Update Tool
      • Logging On to the Parameter Update Tool
      • Navigating by Folders, Reports, or Parameters
      • Specifying Parameter Values for Reports
      • Logging Off the Parameter Update Tool
    • Using Report Upgrade and Import Administrator
      • Before You Begin
        • Enabling the ADODB.Stream Object on a Computer System Installed with Windows XP SP 2
        • Backing Up the Standard Reports Folder
        • Setting Up Browser Security Settings
      • Logging On to Report Upgrade and Import Administrator
      • Performing an Upgrade and an Import
      • Performing an Upgrade
      • Performing an Import
      • Logging Off Report Upgrade and Import Administrator
  • App. Event Data

  • Glossary

  • Index

    • Numerics
      • 3Com IPCC Desktop
      • 3Com IPCC Real-Time Status Viewer 177 to 186
      • 3Com IPCC Reporter
      • access requirements
      • accessing online Help 22, 25
      • ActiveX viewer 54
      • ad hoc 45
      • administering 3Com IPCC Reporter 213 to 237
      • administration reports 67 to 86
      • administration reports (Continued)
      • Agent Status view 191 to 193
      • agents 20
      • Agents tab 196 to 199
      • Alerts panel, 3Com IPCC Desktop 181
      • Audio Source List report 68 to 69
      • callback contact 18
      • CDR
      • charts
      • charts (Continued)
      • Class of Service List report 69 to 70
      • Classification Abandoned Summary Intraday report 88 to 90
      • Classification Contact Summary Intraday report 91 to 94
      • Classification List report 70 to 71
      • Classification State Snapshot report 95 to 97
      • Classification Summary view 193 to 195
      • Classification Summary-Duration Detail report 102 to 105
      • Classification Summary-Duration report 97 to 102
      • Classification Wrap-Up Summary report 105 to 106
      • classifications 193
      • closing
      • columns
      • component events 253 to 255
      • components
      • contact detail record (CDR), about 15
      • Contact Detail report 106 to 111
      • Contact Event Detail report 111 to 113
      • contact events 253 to 255
      • contact reports 87 to 134
      • Contacts tab 199 to 206
      • Contacts-Interval Summary view
      • copying folders in Crystal Management Console 223
      • Crystal Management Console
      • custom reports 232
      • deferred assistance 17
      • deleted users, report format 157
      • Desktop
      • destination features 226 to 231
      • displaying online Help 22, 25
      • DNIS Summary Duration Detail report 113 to 116
      • e-mail (SMTP)
      • Escalation Timeout List 71 to 72
      • event data, description 253 to 255
      • Executive Classification Media Summary report 135 to 138
      • Executive Classification Summary report 139 to 142
      • executive reports 134 to 149
      • Executive Team Summary report 147 to 149
      • exporting reports, enabling destination features in Crystal Management Console 226 to 231
      • folders
      • For Node drop-down list 182
      • format options 61
      • frameset view, online Help 25
      • FTP
      • handle type
      • Help
      • history, viewing 62
      • Idle Reason List 72 to 73
      • immediate assistance 17
      • importing reports 250 to 252
      • inbound contact 18
      • instance 55
      • internal contact 19
      • levels of assistance 16
      • licenses
      • listed by report group 65
      • logging off
      • logging on
      • media types
      • modified users, report format 157
      • moving folders 223
      • My Statistics tab 211
      • navigating
      • node
      • node events 253 to 255
      • Node List 73
      • online Help
      • outbound contact 18
      • Parameter Update Tool
      • parameters
      • parameters (Continued)
      • permissions
      • printing
      • Real-Time Status Viewer
      • report history, viewing 62
      • Report Upgrade and Import Administrator 237 to 252
      • Report Viewer, ActiveX 54
      • Reporter
      • reports 65
      • resizing, chart views 183
      • Role List 74
      • routed contact 18
      • Routed Contact Target Address List 75 to 76
      • scheduling 55
      • self-service 17
      • Service Pack 2 (Windows XP), modifying for RUIA 239
      • sorting
      • starting online Help 22
      • status views
      • Supervisor List report 77 to 78
      • supervisors 20
      • tabs
      • teams 20
      • Teams tab 189 to 195
      • thresholds, viewing in the Real-Time Summary view 181
      • time intervals, options 184
      • topic-only view, online Help 25
      • troubleshooting, online Help does not display 22, 29
      • Trunk Event Detail report 153 to 154
      • trunk events 253 to 255
      • Trunk Group List report 78 to 79
      • Trunk Group Usage Summary report 154 to 155
      • Trunk Group Utilization report 155 to 156
      • trunk reports
      • Trunks-Trunks Usage view, time intervals 184
      • UDR
      • Universal Case ID Media Summary report 116 to 119
      • Universal Contact Detail report 120 to 125
      • universal detail record (UDR)
      • Universal Summary-Duration Detail report 126 to 129
      • Universal Summary-Volume Detail report 129 to 131
      • unmanaged disk
      • unrecognized contact 19
      • upgrading reports 237 to 252
      • User Activity report 158 to 161
      • User Event Detail report 165 to 166
      • user events 253 to 255
      • User Idle Reason Summary report 166 to 169
      • User List report 79 to 80
      • User Logon-Logoff report 169 to 170
      • user reports 157 to 173
      • User Skill List report 80 to 81
      • user states, viewing 192
      • User Summary-Duration report 170 to 171
      • User Summary-Volume report 172 to 173
      • viewing
      • views
      • Voice Menu Summary report 133 to 134
      • Workflow Association List report 81 to 84
      • Workflow List report 84 to 85
      • Wrap-Up Code List report 86