Taske Call Center Management Tools Version Instructions Manual

Search                                               TASKE Call Center Management Tools Version 7.0-1- Table of Contents
TABLE OF CONTENTS.......................................................................................1
TASKE SEARCH.................................................................................................2
The TASKE Search Interface..........................................................................................2
Using the Menu Bar /...

Search                                               TASKE Call Center Management Tools Version 7.0-2-TASKE Search
The TASKE Search utility provides a means for call center supervisors to view call
center activity directly from the records produced by the PBX. These records, though
somewhat cryptic, provide comprehensive call center information that is searchable. By
creating search filters, supervisors view only the records that conform to the defined
search criteria.
The TASKE Search utility searches...

Search                                               TASKE Call Center Management Tools Version 7.0-3-File Menu Open PBX File(s) - This option opens the Select Date(s) dialog box.
Selection of one or more dates from this dialog box opens the PBX files for those
dates. Save Results… - This option opens the Save As dialog box. Using this
dialog box, save search results as .txt files for viewing with text editing and word
processing applications. Print… - This option opens the Print dialog box
where the...

Search                                               TASKE Call Center Management Tools Version 7.0-4-View MenuToolbar – Select to enable or disable the view of the Toolbar. When a check
mark is present beside the Toolbar option, the view of the Toolbar is enabled.
When a check mark is not present beside the Toolbar option, the view of the
Toolbar is disabled.
Status Bar - Select to enable or disable the view of the Status Bar. When a
check mark is present beside the Status Bar option, the view of the...

Search                                               TASKE Call Center Management Tools Version 7.0-5-Opening SMDR or ACD files
Both SMDR and ACD files are based on calendar dates. All records within either type of
PBX file are call records that originated on the same date. For this reason, the date is
the primary search filter for opening PBX files.
Open PBX files using the Select Date(s) dialog box. This
dialog box is opened using one of the following three
methods:
To open one or more SMDR or ACD...

Search                                               TASKE Call Center Management Tools Version 7.0-6-Creating and Modifying Filters
Define the parameters for a search in the Search Parameters dialog box. To access the
Search Parameters dialog box, click either  or . Clicking  creates a sub-filter for
the selected filter, and clicking  modifies the selected filter.
The Search Parameters dialog box contains two tabs: Search Options and Search
Events. Using the Search Options tab, define search filter...

Search                                               TASKE Call Center Management Tools Version 7.0-7-To rename a filter:
1. Click the filter to rename in the left-pane of the TASKE Search window.
2. Click the filter a second time to open the edit box.
3. Type the new filter name.
4. Press Enter.
Deleting a Filter
Deleting a filter from the tree structure in the left pane of the TASKE Search window
deletes all of its sub-filters as well. Only the root filter cannot be deleted. For instance,
deleting...

Search                                               TASKE Call Center Management Tools Version 7.0-8-4. Click OK.
To change the print setup:
1. Select Print Setup from the File menu to open the Print Setup dialog box.
2. Make the required changes to the printer, paper, and paper orientation.
3. Click OK.
Copying Records to the Clipboard
Copying the records of a search filter to the Windows Clipboard makes them available
to other applications. This is one method of exporting PBX records.
To copy all...

Search                                               TASKE Call Center Management Tools Version 7.0-9-To save the results of a search filter as a .txt file:
1. Select the filter to save from the left pane of the Search window.
2. Click  or select Save Results from the File menu to open the Save As dialog
box.
3. Choose the destination directory and type a name for the file.
4. Click Save.
Searching SMDR Call Records
Displayed in a tree structure in the left pane of the Search interface, filters are...

Search                                               TASKE Call Center Management Tools Version 7.0-10-A SMDR record may contain the following information:
MM/DD HH:MM hhhh:mm:ss cccc * TTA ddddddddddddddddddddddddDDDDCSppppX
TTTT aaaaaaaaaaaa sss
where:
MM/DD=Start date of the callHH:MM=Start time of the callhhhh:mm:ss=Call durationcccc=a) Inbound call: the trunk number obtained by the call
b) Outbound call: the identifying number of the calling party*=a) Displays * if the call was handled by an...