Samsung Smart Center User Guide

							SmartCentre
User Guide
May 2001
Samsung Telecommunications America reserves the right without prior
notice to revise information in this guide for any reason. Samsung
Telecommunications America also reserves the right without prior notice  to
make changes in design or components of equipment as engineering and
manufacturing may warrant. Samsung Telecommunications America dis-
claims all liabilities for damages arising from the erroneous interpretation or
use of information presented in this guide.  
						

							Produced and distributed under license from Sension Limited, UK.
Copyright 2000 Sension Limited, UK. Licensed material. Unauthorized
use, duplication or distribution strictly prohibited. 
						

							Table of Contents
Introduction                                                           1
Getting Started ...........................................................................2
Real Time Management                                             4
How to Edit a Real Time Window ....................................................5
How to Create a Composite Real Time Screen ...................................5
Historical Reporting Package                                          7
The Reporter ...............................................................................7
How to Create a Report Template ....................................................7
How to Compile a New Report ........................................................9
How to Export Data ....................................................................10
Configuration Application                                        11
The Configurator ........................................................................11
How to Configure Lines, DIDs, Extensions and Agents .......................11
How to Define a Shift, Set Call Thresholds, and Password ..................12
Wallboards                                                            13
How to Access the Wallboard Help Guide ........................................13
How to Configure the Wallboard Port .............................................14
How to Create and Configure a New Wallboard Template ....................15
How to Create a Schedule to Configure a Wallboard ..........................15
How to Send a Temporary Message to a Wallboard ............................16
Glossary                                                               18 
						

							Welcome to SmartCentre, a CALL CENTER Management tool which pro-
vides real time status information, cumulative performance statistics and a
range of historical reports to help you manage the people in the CALL
CENTER and the level of service you provide to your customers. The sys-
tem uses the WindowsGraphical User Interface (GUI) giving it a look and
feel which is consistent with other Windowsproducts you may use.
SmartCentre  is comprised of three main applications combined to provide
a management product that is both flexible and easy to use. In addition,
external devices such as wallboards can be driven by SmartCentre. The main
components are:
• Real Time Management Information System.
 Historical Reporting Package - Reporter.
 Configuration Interface - Configurator.
 Wallboards.
A full context sensitive help file is an integral part of the system and covers
all areas of use and can be accessed by clicking on the Help icon on the tool-
bar, selecting Help from the menu bar or pressing the F1 key at any time.
This User Guide is recommended for use in conjunction with the General
Description, which documents exactly which features apply to your prod-
uct.
1
INTRODUCTION 
						

							Getting Started
Set the Windows taskbar to be permanently visible so the SmartCentre
Alarm icon can be seen. 
Once SmartCentre has been installed, start the program by following these
instructions:
 Select Start, Programs Menu and select the “SmartCentre MIS {US}”
program.
 Select “SmartCentre MIS” to run the real time management program.
 If the system has not been programmed with security groups and pass-
words, click OK.
SmartCentre will start to display details of calls in the CALL CENTER as
soon as it is started up.
2 
						

							NOTE:If the PC has been switched off prior to running SmartCentre, the
current status of the Agents in the CALL CENTER may be incorrect. It is
advisable to Log Off then Log back On This will ensure the correct status of
the Agents is reported for the rest of the day. Real time statistics for the day
will also be reset to 0 if the PC has been reset.
3 
						

							SmartCentre provides real time information, which can be viewed in a
Windows environment on a PC monitor and displayed on wallboards.
SmartCentre is delivered with a collection of predefined real time screen
templates to give you a feel for the type of screens, which can be created. In
a typical CALL CENTER environment a number of real time screens would
be combined to provide a composite view of important parameters to mon-
itor.
There are four types of real time windows available to select from. Each win-
dow type has many options which can be combined and saved as a template.
These types are as follows:
 Status display - lines, extensions and agents can be monitored.
 Statistics displays - lines, DIDs, extensions agents and their correspon-
ding groups can be displayed.
 Calls in Queue Graph - five options are available.
 Wait Time Graph - five options are available.
4
REAL TIME MANAGEMENT 
						

							Color-coding is used to highlight the current state of a device.
 Green - device is free (agent available, line free, etc.)
 Blue - device is busy (agent on a call, in wrap-up, etc.)
 Yellow - device is ringing
 Red - device alarmed (waiting time threshold exceeded, etc.)
 Gray - device logged off.
How to Edit a Real Time Window
Each real time window has properties that can be viewed and changed by
using a mouse.
STEP
ACTION
1Select the window to be edited by clicking anywhere within the
window with the left mouse button.
2View the window properties by clicking the right mouse button. A
dialog box will appear with the current settings for the selected win-
dow.
3Edit the properties using drop down list boxes, radio buttons and
check boxes as appropriate. Click OK to view the updated window.
TIP:If you are creating multiple windows of the same type or size, edit them
and size them first before creating a new one. Using this method, only the
device, device name and parameter will need to be changed. (When a new
window is created it defaults to the same properties and size of the last select-
ed window.)
How to Create a Composite Real Time Screen
The easiest way to create a composite screen is to start with one of the default
templates within the system, copy it and change the copy by adding new
windows to match your requirements.
STEP
ACTION
1Start by selecting the template you wish to copy from the drop
down list box on the toolbar.
5 
						

							STEPACTION
2Using the mouse select the template you wish to copy.
3Click on the “copy layout” icon and enter a name for the
new template.
4Edit any windows within the default template as described above in
How to edit a real time window.
5Click on the new icon on the toolbar and select a new
window of the appropriate type from the list contained
in the dialog box.
6Windows can be maneuvered as in any other Windows application,
moving, resizing and minimizing as necessary.
7Save the template by clicking the down arrow by the drop down list
box on the toolbar and select the template name you are using. The
option to save or not will then be given on the screen.
8Press F1 for on-screen help at any time.
TIP. The windows should be laid out logically and should only display rel-
evant information.  Too many windows and too much information will lead
to confusion.
6 
						

							The Reporter
SmartCentre Reporter uses data from the Samsung telephone system that is
continually collected by SmartCentre and presents it in user-definable his-
torical report format. The reports can be viewed on screen or printed.
Reports can be compiled using data originating as far back as the installation
date of SmartCentre system, even if upgrades have since been installed.
You can filter out irrelevant data, generated at times of the day or week in
which you are not interested, first by creating a shift. Shifts are created using
SmartCentre Configurator, explained later on in this document. Shifts can
be defined to reflect working times of different groups but can also be used
to define a period of time during which there are always problems, such as
Monday mornings and Friday afternoons.
Once a shift has been created you can compile a report that uses data col-
lected only during that shift. This is particularly useful for a manager who
needs to find out what happened during a particular shift when they were
not there. 
Before compiling a report, a report template must be created to define the
information required over the specified period.
How to Create a Report Template
STEPACTION
1First enter SmartCentre Reporter by clicking on the “Reporter” icon
on the toolbar, or from the menu bar select Start,
Programs, SmartCentre MIS {US} followed by
SmartCentre Reporter. The first time the application is
selected it will take a few seconds to open, there-
after the toggle between the two is immediate by
means of the icons, or selection from the menu bar.
2To create a new report template select the Report
Template icon on the toolbar (or from the menu bar
choose Set-up followed by Report Templates).
7
HISTORICAL REPORTING PACKAGE