Taske Call Center Management Tools Version 7.0 Guide

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-3-Manipulating the database
Trunks
Selecting the Trunks button within the TASKE Administrator
in Database Mode causes the Trunks section of the database
to be displayed. At the top of the window, in the List panel, is a scrollable list of
all of the Trunks included in the database.
The ID Number Column displays unique ID Numbers for each Trunk defined in
the TASKE Database. The ID Number is the key parameter by which the TASKE
Database indexes and tracks Trunk elements.
The Name Column displays the names for each Trunk defined in the TASKE
Database. The Name is a character string that represents the Trunks full name
for reference purposes and may appear in Trunk reports.
The Nick Name Column displays nicknames for each Trunk defined in the
TASKE Database. The Nick Name is simply an alternate way of naming Trunk
records and may be used in reports.
In the Details panel Trunks may be added, deleted or modified by using the New,
Update and Delete buttons.
To make a new Trunk entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Trunks button.
3. In the Trunk Record Details panel, click the New button.
4. In the Trunk Record Detail panel, enter the ID, Name, and Nick Name
of the new Trunk Record.
5. Select the Trunk Groups that the new Record belongs to from the
Member Of list.
6. Click the Update button.
To modify an existing trunk entry
1. Choose the Trunk entry to be modified from the List panel.
2. In the Trunk Record Detail panel, modify the Trunk Record.
3. In the Trunk Record Details panel, click the Update button. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-4-To delete a trunk entry
1. Choose the Trunk entry to be deleted from the List panel.
2. In the Trunk Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip  To Examine one of the Trunk Groups listed in the Member Of panel, selectthe Trunk Group and click Go To.Note  The Trunk ID Number must be as programmed in your telephone system.Trunk Groups
Selecting the Trunk Groups button within the TASKE
Administrator in Database Mode causes the Trunk Groups
section of the database to be displayed. In the List panel at the top of the
window, is a scrollable list of all of the Trunk Groups included in the database.
The list contains an ID Number, Name and Nick Name for each Trunk Group.
The ID Number Column displays unique ID Numbers for each Trunk Group
defined in the TASKE Database. The ID Number is the key parameter by which
the TASKE Database indexes and tracks Trunk Group elements.
The Name Column displays the names for each Trunk Group defined in the
TASKE Database. The Name is a character string which represents the Trunk
Groups full name and is for reference purposes and may appear in Trunk Group
reports.
The Nick Name Column displays nicknames for each Trunk Group defined in the
TASKE Database. The Nick Name is simply an alternate way of naming Trunk
Group records and may be used in reports.
In the Details panel Trunk Groups may be added, deleted or modified by using
the New, Update and Delete buttons.
To make a new Trunk Group entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Trunk Groups button.
3. In the Trunk Group Record Details panel, click the New button. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-5-4. In the Trunk Group Record Detail panel, enter the ID, Name, and Nick
Name of the new Trunk Group Record.
5. Select the Trunks that belong to the new Trunk Group from the Trunk
Members list.
6. Click the Update button.
To modify an existing Trunk Group entry
1. Choose the Trunk Group entry to be modified from the List panel.
2. In the Trunk Group Record Detail panel, modify the Trunk Group
Record.
3. In the Trunk Group Record Details panel, click the Update button.
To delete a Trunk Group entry
1. Choose the Trunk Group entry to be deleted from the List panel.
2. In the Trunk Group Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip  To Examine one of the Trunks listed in the Trunk Members panel, select theTrunk to examine and click Go To.Note  If you intend to implement the TASKE Call Costing program in your CallCenter, it is absolutely necessary to define the lowest Trunk Group Numbers,
such as 1000, 1001, 1002, and 1003 in the TASKE Database as Call Costing
Trunk Groups, and reserve the higher Trunk Group numbers, such as 1010, for
reporting purposes. This is because the Call Costing program searches for
costing information on TASKE Database Trunk Groups with the lowest Trunk
Group number.Extensions
Selecting the Extensions button within the TASKE
Administrator in Database Mode causes the Extensions
section of the database to be displayed. In the List panel at the top of the
window, is a scrollable list of all of the Extensions included in the database. The
list contains an ID Number, Name and Nick Name for the Extension.
The ID Number Column displays unique ID Numbers for each Extension defined
in the TASKE Database. The ID Number is the key parameter by which the
TASKE Database indexes and tracks Extension elements. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-6-The Name Column displays the names for each Extension defined in the TASKE
Database. The Name is a character string which represents the Extensions full
name and is for reference purposes and may appear in Extension reports.
The Nick Name Column displays nicknames for each Extension defined in the
TASKE Database. The Nick Name is simply an alternate way of naming
Extension records and may be used in reports.
In the Details panel Extensions may be added, deleted or modified by using the
New, Update and Delete buttons.
To make a new Extension entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Extensions button.
3. In the Extension Record Details panel, click the New button.
4. In the Extension Record Detail panel, enter the ID, Name, and Nick
Name of the new Extension Record.
5. Select the Extension Groups that the new Extension belongs to from
the Member Of list.
6. If the Extension is a Voice Mail extension, and should not get counted
in the reports as an extension being answered, abandoned or
interflowed, mark the checkbox for the Voice-Mail flag.
7. If the Extension is an Auto-Attendant, and should not get counted in
the reports as an extension being answered, abandoned or
interflowed, mark the checkbox for the Auto-Attendant flag.
8. Click the Update button.
To modify an existing Extension entry
1. Choose the Extension entry to be modified from the List panel.
2. In the Extension Record Detail panel, modify the Extension Record.
3. In the Extension Record Details panel, click the Update button.
To delete an Extension entry
1. Choose the Extension entry to be deleted from the List panel.
2. In the Extension Record Details panel, click the Delete button. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-7-3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip:  To Examine one of the Extension Groups listed in the Members Of panel,select the Extension Group to examine and click Go To.Note:  The Extension Number must be as programmed in the telephone systemas it is the key parameter by which the TASKE Administrator indexes and tracks
Extension elements in the TASKE Administrator Database. An Extension
Number must be seven digits or less, in order to be compatible with PBX data
record entries.Extension Groups
Selecting the Extension Groups button within the TASKE
Administrator in Database Mode causes the Extension
Groups section of the database to be displayed. In the List panel at the top of the
window, is a scrollable list of all of the Extension Groups included in the
database. The list contains an ID Number, Name and Nick Name for each
Extension Group.
The ID Number Column displays unique ID Numbers for each Extension Group
defined in the TASKE Database. The ID Number is the key parameter by which
the TASKE Database indexes and tracks Extension Group elements.
The Name Column displays the names for each Extension Group defined in the
TASKE Database. The Name is a character string that represents the Extension
Groups full name and is for reference purposes and may appear in Extension
Group reports.
The Nick Name Column displays nicknames for each Extension Group defined in
the TASKE Database. The Nick Name is simply an alternate way of naming
Extension Group records and may be used in reports.
In the Details panel Extension Groups may be added, deleted or modified by
using the New, Update and Delete buttons.
 To make a new Extension Group entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Extension Groups button.
3. In the Extension Group Record Details panel, click the New button. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-8-4. In the Extension Group Record Detail panel, enter the ID, Name, and
Nick Name of the new Extension Group Record.
5. Select the Extensions that belong to the new Extension Group from the
Extension Members list.
6. Click the Update button.
To modify an existing Extension Group entry
1. Choose the Extension Group entry to be modified from the List panel.
2. In the Extension Group Record Detail panel, modify the Extension
Group Record.
3. In the Extension Group Record Details panel, click the Update button.
To delete an Extension Group entry
1. Choose the Extension Group entry to be deleted from the List panel.
2. In the Extension Group Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip  To Examine one of the Extensions listed in the Extension Members panel,select the Extension to examine and click Go To.Agents
Selecting the Agents button within the TASKE Administrator
in Database Mode causes the Agents section of the database
to be displayed. In the List panel at the top of the window, is a scrollable list of all
of the Agents included in the database. The list contains an ID Number, Name
and Nick Name for each Agent.
The ID Number Column displays unique ID Numbers for each Agent defined in
the TASKE Database. The ID Number is the key parameter by which the TASKE
Database indexes and tracks Agent elements.
The Name Column displays the names for each Agent defined in the TASKE
Database. The Name is a character string which represents the Agents full name
and is for reference purposes and may appear in Agent reports.
The Nick Name Column displays nicknames for each Agent defined in the
TASKE Database. The Nick Name is simply an alternate way of naming Agent
records and may be used in reports. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-9-In the Details panel Agents may be added, deleted or modified by using the New,
Update and Delete buttons.
To make a new Agent entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Agents button.
3. In the Agent Record Details panel, click the New button.
4. In the Agent Record Detail panel, enter the ID, Name, and Nick Name
of the new Agent Record.
5. Select the Agent Groups that the new Agent belongs to from the
Member Of list.
6. Click the Update button.
To modify an existing Agent entry
1. Choose the Agent entry to be modified from the List panel.
2. In the Agent Record Detail panel, modify the Agent Record.
3. In the Agent Record Details panel, click the Update button.
To delete an Agent entry
1. Choose the Agent entry to be deleted from the List panel.
2. In the Agent Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip  To Examine one of the Agent Groups listed in the Members Of panel, selectthe Agent Group to examine and click Go To.Note  The Agent Number must be as programmed in the telephone system as itis the key parameter by which the TASKE Administrator indexes and tracks
Agent elements in the TASKE Administrator Database. The individual Agents in
this section of the Database form the pool of available Agents which may be
used in defining Agent Groups within the TASKE Database. An Agent ID Number
must be seven digits or less in order to be compatible with the PBX data record
entries. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-10-Agent Groups
Selecting the Agent Groups button within the TASKE
Administrator in Database Mode causes the Agent Groups
section of the database to be displayed. In the List panel at the top of the
window, is a scrollable list of all of the Agent Groups included in the database.
The list contains an ID Number, Name and Nick Name for each Agent Group.
The ID Number Column displays unique ID Numbers for each Agent Group
defined in the TASKE Database. The ID Number is the key parameter by which
the TASKE Database indexes and tracks Agent Group elements.
The Name Column displays the names for each Agent Group defined in the
TASKE Database. The Name is a character string which represents the Agent
Groups full name and is for reference purposes and may appear in Agent Group
reports.
The Nick Name Column displays nicknames for each Agent Group defined in the
TASKE Database. The Nick Name is simply an alternate way of naming Agent
Group records and may be used in reports.
In the Details panel Agent Groups may be added, deleted or modified by using
the New, Update and Delete buttons.
To make a new Agent Group entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Agent Groups button.
3. In the Agent Group Record Details panel, click the New button.
4. In the Agent Group Record Detail panel, enter the ID, Name, and Nick
Name of the new Agent Group Record.
5. Select the Agents that belong to the new Agent Group from the Agent
Members list.
6. Click the Update button. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-11-To modify an existing Agent Group entry
1. Choose the Agent Group entry to be modified from the List panel.
2. In the Agent Group Record Detail panel, modify the Agent Group
Record.
3. In the Agent Group Record Details panel, click the Update button.
To delete an Agent Group entry
1. Choose the Agent Group entry to be deleted from the List panel.
2. In the Agent Group Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip  To Examine one of the Agents listed in the Agent Members panel, select theAgent to examine and click Go To.Note  The Agent Group is a reporting concept within the TASKE Database thatidentifies a collection of Agents to be reported on as an entity. Unlike individual
Agents, Agent Groups do not have to employ the same Number field entry as in
the telephone system.Pilots
Selecting the Pilots button within the TASKE Administrator in
Database Mode causes the Pilots section of the database to
be displayed. In the List panel at the top of the window, is a scrollable list of all of
the Pilots included in the database. The list contains an ID Number, Name and
Nick Name for each Pilot.
The ID Number Column displays unique ID Numbers for each Pilot defined in the
TASKE Database. The ID Number is the key parameter by which the TASKE
Database indexes and tracks Pilot elements.
The Name Column displays the names for each Pilot defined in the TASKE
Database. The Name is a character string which represents the Pilots full name
and is for reference purposes and may appear in Pilot reports.
The Nick Name Column displays nicknames for each Pilot defined in the TASKE
Database. The Nick Name is simply an alternate way of naming Pilot records and
may be used in reports.
In the Details panel Pilots may be added, deleted or modified by using the New,
Update and Delete buttons. 
						

							TASKE Administrator             TASKE Call Center Management Tools Version 7.0-12-To make a new Pilot entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Pilots button.
3. In the Pilot Record Details panel, click the New button.
4. In the Pilot Record Detail panel, enter the ID, Name, Nick Name and
TSF Time of the new Pilot Record.
5. Select the Pilot Groups that the new Pilot belongs to from the Member
Of list.
6. Select the primary Path for your Pilot (which group of Agents the call
will initially route to) and then up to three additional Overflow Agent
Group IDs. Choosing Path determines the routing of calls between the
Primary and up to three Overflow Groups. Choosing Pilot enables one
dialable number to represent all extensions within an extension group.
7. Click the Update button.
To modify an existing Pilot entry
1. Choose the Pilot entry to be modified from the List panel.
2. In the Pilot Record Detail panel, modify the Pilot Record.
3. In the Pilot Record Details panel, click the Update button.
To delete a Pilot entry
1. Choose the Pilot entry to be deleted from the List panel.
2. In the Pilot Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip  To Examine one of the Pilot Groups listed in the Members Of panel, selectthe Pilot Group to examine and click Go To.Note  The TASKE Pilot Number must be a mirror image of the Pilot Number inthe phone system.