Nortel Contact Center ManagerHistorical Reporting and Data DictionaryProduct release 6.0 Standard 8.11 February 2008297-2183-914Nortel Contact Center ManagerHistorical Reporting and Data DictionaryPublication number: 297-2183-914Product release: 6.0Document release: Standard 8.11Date: February 2008Copyright 2006-2008 Nortel Networks. All Rights Reserved.Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Nortel Meridian 1 PBX and Contact Center Manager Server is proprietary to Nortel. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach.This page and the following page are considered the title page, and contain Nortel and third-party trademarks.*Nortel, the Nortel logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ACCELERAID, IBM, and MYLEX are trademarks of International Business Machines Corporation.ACROBAT, ACROBAT READER, ADOBE, ADOBE ACROBAT, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, WINDOWS 2000, WINDOWS Server 2003 and WINDOWS XP are trademarks of Microsoft Corporation. ANSI is a trademark of the American National Standards Institute, Inc.CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. CITRIX is a trademark of Citrix Systems, Inc. COMPAQ and PROLIANT are trademarks of Compaq Information Technologies Group, L.P. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. HEWLETT PACKARD, HP, and SURESTORE are trademarks of Hewlett-Packard Company.ORBIX is a trademark of Iona Technologies PLC.MCAFEE and NETSHIELD are trademarks of Networks Associates Technology, Inc. NOVELL is a trademark of Novell, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. RACORE is a trademark of Racore Computer Products, Inc. REPLICATION AGENT, REPLICATION SERVER, and SYBASE are trademarks of Sybase, Inc. SEAGATE is a trademark of Seagate Technology, LLC. STRATUS is a trademark of Stratus Computer Systems, S..r.l. TANDBERG is a trademark of Tandberg Data ASA. VISIBROKER is a trademark of Visigenic Software, Inc. WINZIP is a trademark of Nico Mak Computing, Inc.February 2008 ContentsHistorical Reporting and Data Dictionary vContents1 Getting Started 17New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22About Contact Center database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Related Documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332 Advanced Reporting 35Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Section A: Expert reports 37Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38ODBC access to Contact Center Standby Server . . . . . . . . . . . . . . . . . . . . . . 40Defining a connection to the Contact Center Manager Server . . . . . . . . . . . 41Running the Database View Definitions report . . . . . . . . . . . . . . . . . . . . . . . 49Defining a connection to the Contact Center Multimedia server . . . . . . . . . . 52Creating a new Contact Center Manager report in Crystal Reports . . . . . . . . 56Using database aliases in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Setting the page orientation for a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Creating a new Contact Center Manager report in another application . . . . . 69Importing a report created in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . 84Adding customized formulas in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . 94Creating a custom report to export data to Record format . . . . . . . . . . . . . . . 96Section B: Filters 99Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Creating filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023 Frequently asked questions 109Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110General questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Questions about intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114vi Contact Center ManagerContents Standard 8.11Questions about agent statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116Questions about activity and Not Ready statistics . . . . . . . . . . . . . . . . . . . . 123Questions about skillset and application statistics . . . . . . . . . . . . . . . . . . . . 125Questions about DNIS statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Questions about call-by-call statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Questions about ACD calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Questions about DN calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Questions about custom reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139Questions about Multimedia reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Questions about Contact Center Outbound campaign reporting . . . . . . . . . 142Questions about Pull-mode contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1434 Contact Center Manager Data dictionary 145Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Access rights by view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Section A: Summarized historical statistics 165Overview of summarized historical statistics . . . . . . . . . . . . . . . . . . . . . . . . 166Types of views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Linking views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Types of contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176ActivityCodeStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188AgentByApplicationStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197AgentBySkillsetStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208AgentPerformanceStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220ApplicationStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249CDNStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275DNISStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280IVRPortStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288IVRStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293LicenseStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298NetworkInCallStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300NetworkOutStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308RANMusicRouteStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316RouteStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319SCCSDBSpace views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323SkillsetStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325TrunkStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340Section B: Event statistics 345Overview of event statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346eAgentLoginStat view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347February 2008 ContentsHistorical Reporting and Data Dictionary viieCallByCallStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351eIVRPortLoginStat view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370Section C: Configuration views 373Overview of configuration views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376AccessRights view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377ActivityCode view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381Agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382Application view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387ApplicationByScript view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389ApplicationThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392CDN view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394CodeToMessage view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396ContactType view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397DNIS view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399DNISThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401Formula view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402HistoricalStatCollection view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404HistoricalStatDuration view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408HistoricalStatStorage view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410IVRPort view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411IVRQueue view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413IVRThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415NCCConfig view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417NCCNetworkSkillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418NCCRanking view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420NCCRemoteApplication view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422NCCSite view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424NetworkConfig view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426NetworkRankingAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427NetworkSkillsetStatus view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430NetworkThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432PhonesetDisplay view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434Provider view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435Ranking view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436RealTimeColumn view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438RealTimeStatCollection view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440RealTimeTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444RemoteApplication view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446Route view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448RouteThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449ScheduledSkillsetAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451ScheduledSupervisorAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454viii Contact Center ManagerContents Standard 8.11Script view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457ScriptVariableProperties view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460ScriptVariables view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462Site view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464Skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467SkillsetByAgent view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471SkillsetByAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472SkillsetThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475SummaryThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477Supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479SupervisorAgentAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482SupervisorByAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484SwitchPort view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487TargetSwitchComm view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489UserTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492UserThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495Views view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 497Section D: Access and Partition Management views 499Overview of access and partition management views . . . . . . . . . . . . . . . . . 500Access Classes view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501Report Groups view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503User Defined Partitions view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505Users view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5085 Contact Center Manager Network Control Center Data dictionary 511Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512Access rights by view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515Section A: Summarized historical statistics 517Overview of summarized historical statistics . . . . . . . . . . . . . . . . . . . . . . . . 518Types of views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519ApplicationConStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522CDNConStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546DNISConStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551NetworkInCallConStat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559NetworkOutConStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566SkillsetConStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573Section B: Event statistics 587Overview of event statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588eNetCallByCallStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 589February 2008 ContentsHistorical Reporting and Data Dictionary ix6 Contact Center Multimedia Data dictionary 595Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596Custom Contact Center Multimedia reports and searches . . . . . . . . . . . . . . 600Section A: Database tables 601Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617ArchiveNotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 621Audits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 624AutoResponses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627AutoResponseAttachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629BarredOutBoundAddresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 631CallBarrings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 634CampaignScripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 640CodeMappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 642Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 644ContactTypes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 654CustomFields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 656Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 660Debugs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 664DispositionCodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665Durations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668EmailAddresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 669EmailAddressGroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 671HolidayHours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 672Inboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 674InvalidXMLAudits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 677InvalidXMLChrs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 679InvalidXMLFields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 680KeyWordGroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 681Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 682Migrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 683MigrationNotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 684OnHoldURLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 685OutOfHoursRules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 687PageChange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 688PagePushes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 689PagePushURLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 690x Contact Center ManagerContents Standard 8.11PhoneNumbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 692Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 695Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 697Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699RegularHours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 702Restores. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 704RestoredAudits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 707RoutePoints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 709Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 710RuleAdmins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 713RuleKeywordGroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 715Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 717Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 719Sessions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721Sites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 722SiteComponents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 725SiteParameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 726Skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728SkillsetOnHoldURLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 733Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735UserResets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738WebCommsMessages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 739WebCommsSessions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 741Additional tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 743Section B: Database views 745Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746CampaignAgentScriptResult . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 747CampaignCallByCallDetails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748CampaignSummary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751ContactsByContacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753ContactsOutstanding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 755ContactsOutstandingDetail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 756ContactsOutstandingSumm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758ScriptSummary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7597 Entity relationship diagrams 761Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762Contact Center Manager entity relationships . . . . . . . . . . . . . . . . . . . . . . . . 763Contact Center Multimedia entity relationships . . . . . . . . . . . . . . . . . . . . . . 779February 2008 ContentsHistorical Reporting and Data Dictionary xiA Standard reports 783Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784Understanding the report descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 787Selection Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 790Section A: Agent performance reports 803Activity Code by Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 804Agent Average Calls per Hour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 807Agent Average Calls per Hour, Bottom 5. . . . . . . . . . . . . . . . . . . . . . . . . . . 810Agent Average Calls per Hour, Top 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 813Agent by Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 816Agent by Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 819Agent by Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 823Agent DN Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 827Agent DN Performance Calls Answered, Bottom 5. . . . . . . . . . . . . . . . . . . 833Agent DN Performance Calls Answered, Top 5. . . . . . . . . . . . . . . . . . . . . . 837Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 841Agent NACD Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 846Agent Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 849Agent Performance by Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 859Agent Performance Calls Answered, Bottom 5 . . . . . . . . . . . . . . . . . . . . . . 875Agent Performance Calls Answered, Top 5 . . . . . . . . . . . . . . . . . . . . . . . . . 880Agent Short Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 885Agent Transferred/Conferenced Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . 892Estimated Revenue by Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 900Not Ready Reason Codes by Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 903Skillset by Agent Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 906Section B: Call by call reports 913Call by Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914Section C: Configuration reports 921Activity Code Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 923Agent by Supervisor Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 925Agent Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928Agent Skillset Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 935Agent Skillset Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 938Agent Supervisor Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 942Application Script Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 945Application Template Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948CDN (Route Point) Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 951Database View Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 954DNIS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 958xii Contact Center ManagerContents Standard 8.11Formula Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 961Historical and Real Time Statistics Properties . . . . . . . . . . . . . . . . . . . . . . . 964IVR Port Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 976IVR Queue and Port Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 979Logged In Agent Position ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 983Real Time Template Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 987Route Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 990Script Variable by Script. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 993Script Variable Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 996Skillset Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 999Supervisor Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1004Telephone Display Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1008User Access Privilege . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1011Section D: Multimedia reports 1017Contacts Closed by Reason Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1018Contacts Closed by Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1020Contacts Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1022Contacts Outstanding Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1027Contacts Outstanding Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1030Contacts Received by Skillset. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1033Section E: Network reports 1035Overview of network reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1036Network Site and Application Properties . . . . . . . . . . . . . . . . . . . . . . . . . . 1037Network Skillset Routing Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1041Crosstab - Network Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1045Crosstab - Network Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1048Network Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1051Network DNIS Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1055Network Incoming Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1060Network Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1064Network Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1067Network Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1070Section F: Others (Additional CCMA reports) 1075Activity Code by Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1077Application by Activity Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1080Application by Skillset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1083Application Call Treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1087Application Delay Before Abandon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1095Application Delay Before Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1099Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1103CDN (Route Point) Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1107February 2008 ContentsHistorical Reporting and Data Dictionary xiiiCrosstab - Application Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1112Crosstab - CDN (Route Point) Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . 1115Crosstab - DNIS Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1119Crosstab - Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122Crosstab - Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1125Crosstab - Trunk Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1129DNIS Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1132IVR Port First Login/Last Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1137IVR Port Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1139IVR Queue Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1143Music/RAN Route Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1149Skillset by Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1153Skillset Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1156Trunk Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1160Section G: Outbound reports 1165Campaign Call by Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1166Campaign Script Results Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1169Campaign Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1172Script Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1175Section H: Administration reports 1179Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180Access Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1182Report Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1185User Defined Partitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1188Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1191Section I: Network Control Center reports 1193Overview of Network Control Center reports . . . . . . . . . . . . . . . . . . . . . . 1194Network Call by Call Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1196Network Consolidated Application Performance. . . . . . . . . . . . . . . . . . . . 1200Network Consolidated DNIS Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1206Network Consolidated Incoming Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1212Network Consolidated Outgoing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1219Network Consolidated Route Performance . . . . . . . . . . . . . . . . . . . . . . . . 1223Network Consolidated Skillset Call Distribution . . . . . . . . . . . . . . . . . . . . 1227Network Consolidated Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . 1231Network Site and Application Properties (NCC) . . . . . . . . . . . . . . . . . . . . 1237Network Skillset Routing Properties (NCC) . . . . . . . . . . . . . . . . . . . . . . . 1241Network Table Routing Assignments (NCC). . . . . . . . . . . . . . . . . . . . . . . 1245Nodal Consolidated Application Delay Before Abandon. . . . . . . . . . . . . . 1248Nodal Consolidated Application Delay Before Answer. . . . . . . . . . . . . . . 1254xiv Contact Center ManagerContents Standard 8.11Nodal Consolidated Application Performance . . . . . . . . . . . . . . . . . . . . . . 1260B Report Creation Wizard 1267Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1268Sample Report Creation Wizard reports. . . . . . . . . . . . . . . . . . . . . . . . . . . 1269Section A: CS 1000/Meridian 1, CS 2x00/DMS, and SIP reports 1273Agent DN Performance.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1274Agent Performance.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1281CDN Statistics.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1285Skillset Performance.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1289Section B: License Manager reports 1293License Usage Statistics.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1294Section C: Contact Center Multimedia reports 1297SampleContactsOutstandingDrilldown.rpt . . . . . . . . . . . . . . . . . . . . . . . . . 1298SampleContactsOutstandingSummary.rpt . . . . . . . . . . . . . . . . . . . . . . . . . 1301SampleCampaignAgentScriptData.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1304SampleCampaignCallByCallData.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1307SampleCampaignDispCodeData.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1310SampleCampaignSumm.rpt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1313Section D: Network consolidated reports 1317Network Consolidated Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . 1318Section E: Functions, operators, and formulas 1323Report Creation Wizard functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1324Report Creation Wizard operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1330Report Creation Wizard formulas. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1332C Pegging examples 1391Pegging of local calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1392Pegging of network calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1395Pegging of activity codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1399Pegging of Not Ready reason codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1403Pegging of agent state timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1406Pegging of ACD-DNs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1408Pegging of DNIS calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1410Pegging of calls returned to queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1411Pegging when a skillset is out of service . . . . . . . . . . . . . . . . . . . . . . . . . . 1412Pegging for calls networked out by NACD . . . . . . . . . . . . . . . . . . . . . . . . 1414Pegging blind transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1416February 2008 ContentsHistorical Reporting and Data Dictionary xvPegging when the caller leaves a message . . . . . . . . . . . . . . . . . . . . . . . . . 1419Pegging of calls answered by a backup skillset . . . . . . . . . . . . . . . . . . . . . 1420D Agent state tracking 1423Pegging agent state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1424Glossary 1429Index 1469xvi Contact Center ManagerContents Standard 8.11Historical Reporting and Data Dictionary 17Chapt er 1Getting StartedIn this chapter New in this release 18Overview 21About this guide 22About Contact Center database 23How to use this guide 28Skills you need 29Related Documents 31How to get help 3318 Contact Center ManagerGetting Started Standard 8.11New in this releaseThe following sections detail what is new in the Nortel Contact Center Manager Historical Reporting and Data Dictionary (297-2183-914) for release 8.11. Features on page 18 Other changes on page 19FeaturesSee the following sections for information about feature changes: Contact Center Manager database views on page 18 Crystal Reports on page 19Contact Center Manager database viewsThe following Contact Center Manager database views are new: ContactType Provider iLicenseStat dLicenseStat wLicenseStat mLicenseStatThese database changes do not impact user-created reports created in previous versions of Contact Center Manager. The additional database views affect the following section: Contact Center Manager Data dictionary on page 145Contact Center Manager Network Control Center database viewsA database is available for the Network Control Center. The Network Control Center database affects the following section: Contact Center Manager Network Control Center Data dictionary on page 511Historical Reporting and Data Dictionary 19February 2008 Getting StartedCrystal ReportsContact Center Manager Release 6.0 provides support for Crystal Reports, by Business Objects. Business Objects advises that Crystal Reports is backwards-compatible. This means that the current version of Crystal Reports can open and run reports originally created in earlier versions of Crystal Reports (versions 4.5 and later). Other changesSee the following sections for information about changes that are not feature-related. Updated database views on page 19Updated database viewsThe following database views contain field updates: Agent AgentByApplicationStat AgentBySkillset Stat ApplicationStat CDN CDNStat DNISStat NCCSite NetworkOutStat NetworkInCallStat Site SkillsetStat Skillset Supervisor ScriptVariables TargetSwitchComm20 Contact Center ManagerGetting Started Standard 8.11For more information about these views and their field descriptions, see Contact Center Manager Data dictionary on page 145.Historical Reporting and Data Dictionary 21February 2008 Getting StartedOverviewNortel designed the Contact Center Manager to provide a contact center solution for varied and changing business environments. It provides an open database that is accessible from the client application and from other report writers and applications that support Open Database Connectivity (ODBC) and Structured Query Language (SQL).This guide explains how to create and use customized reports. It also provides information you need to export data to other applications. Types of reportsContact Center Manager offers a set of standard reports to analyze statistics such as skillset activity, agent performance, and demographics of a specific customer. You can create user-defined reports using the standard reports as a template. Use the Report Creation Wizard to create reports and edit them. You can also create user-created (or expert) reports using Crystal Reports or any other standard report writer that conforms to the industry standards of ODBC and SQL.Working with reportsIn addition to the tasks described in this manual, you can perform the following tasks (for detailed instructions, see the Contact Center Manager Supervisor's Guide): Create user-defined reports. Change report properties. Change the site name. Print or preview a list of reports. Delete user-created or user-defined reports. Print or preview reports. Activate or deactivate report schedules.22 Contact Center ManagerGetting Started Standard 8.11About this guideThis guide is for Contact Center Manager administrators and supervisors who create, manage, and use reports.Access rightsThis guide assumes that you have the required privileges and access rights to perform the procedures in this guide. For more information, see the Contact Center Manager Administrators Guide.Optional featuresSome of the features described in this guide are optional. Fields and commands for features that you did not purchase are not available.Switch referencesContact Center Manager provides interworking support for the following switch types: Meridian 1 PBX DMS Meridian SL-100 Communication Server 1000 Communication Server 2x00 MCS 5100In this guide, references to Communication Server 1000 also apply to the Meridian 1 PBX. References to Communication Server 2x00 also apply to DMS and Meridian SL-100.Historical Reporting and Data Dictionary 23February 2008 Getting StartedAbout Contact Center databaseThe Contact Center database is an open database; you can access the data in this database with any SQL- or ODBC-compliant application. You can use the data in many ways, including the following: Import the data into a spreadsheet for manipulation. Import the data into your corporate database. Import the data into a workforce management system for analysis. Develop customized reports using Crystal Reports or another reporting application.The software required to access this data is installed on the Contact Center Manager Administration server. With this software, a browser on a client PC can access the data through the applications available on the Contact Center Manager server.To directly access this data from any other PC, first install and configure ODBC and Sybase.ODBCThe Contact Center Manager database is ODBC-compatible; therefore, install ODBC version 3.5 or later on the PC from which you access it, and define a Data Set Name (DSN) for the database. If ODBC is not installed and configured on your PC, follow these steps:1 Install ODBC. ODBC is part of the Data Access Components (DAC) and is distributed with Microsoft Windows.2 Configure a DSN using the ODBC Administrator. ATTENTIONNortel recommends that you do NOT use a third-party reporting application to develop customized reports on computers running Contact Center Manager Administration.24 Contact Center ManagerGetting Started Standard 8.11Nortel does not support ODBC software that is not installed with Contact Center Manager.SybaseThe Sybase Server manages the database on Contact Center Manager Server. To connect to the Sybase Server, use the Sybase Open Client version 12.5. To use Sybase Open Client, follow these steps:1 Install the Sybase Open Client.This product is available on the Contact Center Manager DVD. Run setup.exe located under the CCMA\Sybase folder. 2 Configure the client with an entry for the Sybase Server using the Sybase DSEDIT utility.When you generate a report, the definition is updated to point to the server to which you are currently connected.Nortel does not support Sybase software that is not provided with Contact Center Manager.Database viewsThe actual structure of the database is invisible, and you cannot access the database tables directly. (Direct access to the tables might compromise the integrity of the database and jeopardizes server performance.) You access data through database views, or logical representations of the database. Database views are used to organize the information in the database for your use. This guide provides a definition of all the database views available. When creating data-warehouse applications, you use these database views. The database views contain all the information for customized reporting and queries, and are created on top of database tables. The database tables have indexes; therefore, SQL queries running on the database views can use the table indexes.Historical Reporting and Data Dictionary 25February 2008 Getting StartedThe sysadmin logon account provides read-only access to a specific set of tables, but not to all of the columns of those tables. For security and performance reasons, no logon account provides read-only access to all of the database tables. Third-party applications can access the database views using the Sysadmin account. You can also use other accounts with reporting privileges on Contact Center Manager to access data from the database views.Types of dataThe database contains four types of data: Summarized historical statistics Event statistics Configuration data Access and partition management dataTherefore, there are four types of database views: summarized historical statistic views, event statistic views, configuration views, and access and partition management views.Summarized historical statisticsSummarized historical statistics are statistics accumulated over a period of time (15-minute interval, daily, weekly, or monthly). These statistics are stored as totals in the database. For example, summarized historical statistics can tell you the number of calls answered during a 15-minute interval.For more information about summarized historical statistics, see Overview of summarized historical statistics on page 166.Event statisticsEvent statistics are statistics collected on a per-event basis rather than accumulated over a period of time. Contact Center Manager records the following types of event statistics: Agent logon and logoff statistics Call-by-call statistics IVR port logon and logoff statisticsIVR port logon and logoff statistics do not apply in SIP-enabled contact centers.26 Contact Center ManagerGetting Started Standard 8.11Event statistics are accumulated as events occur.For more information about summarized historical statistics, see Overview of event statistics on page 346.Configuration dataConfiguration data describes the configuration of your server.For more information about summarized historical statistics, see Overview of configuration views on page 376.Access and partition management dataThe reports are run using these temporary MS Access database files as the data source. When the report session is closed by the user, the temporary MS Access database files are removed from the server.The Microsoft Access database file contains four tables that are used by the reports.For more information about summarized historical statistics, see Overview of access and partition management views on page 500.Storage durationWhen you configure historical statistics collection, you can choose how long to store different types of statistics. The duration you choose determines the amount of disk space required for the database. For more information, see the Contact Center Manager Administrators Guide.Report name Table nameAccess Classes AccessClassesReportReport Groups ReportGroupsReportUser Defined Partitions PartitionsReportUsers UsersReportHistorical Reporting and Data Dictionary 27February 2008 Getting StartedTypes of statistics collectedWhen you configure historical statistics collection, you can also choose the types of statistics to collect. For example, you can choose not to collect call-by-call or activity code statistics. The number and type of statistics you choose also affect the amount of disk space required for the database. 28 Contact Center ManagerGetting Started Standard 8.11How to use this guideThis guide includes a detailed table of contents and an index to help you find specific information or procedures related to creating and using customized reports. It also provides information you need to export data to other applications. The Where to start in this guide section focuses only on the most common tasks. If the task you want to perform is not listed, use the table of contents or index to find the information you need.Where to start in this guideThe following table describes where to start for common procedures.If you want to Seedefine a connection to the Contact Center Manager Server serverChapter 2, Defining a connection to the Contact Center Manager Server.define a connection to the Contact Center Multimedia serverChapter 2, Defining a connection to the Contact Center Multimedia server.view field definitions for Contact Center ManagerChapter 4, Contact Center Manager Data dictionary.view field definitions for Contact Center MultimediaChapter 6, Contact Center Multimedia Data dictionary.view standard report information Appendix A, Standard reports.use Report Creation Wizard to create reportsAppendix B, Report Creation Wizard.understand pegging Appendix C, Pegging examples.Historical Reporting and Data Dictionary 29February 2008 Getting StartedSkills you needThis section describes the skills and knowledge you need to use this guide effectively.Skills you need to use standard reportsContact Center Manager comes with a number of standard reports designed to satisfy most requirements. You can generate these reports on an ad hoc basis, or use them as templates to create user-defined reports. To use standard or user-defined reports, you need the following skills and knowledge: understanding of Contact Center Manager understanding of contact center concepts knowledge of your contact center information requirementsSkills you need to create user-defined reportsIf you are unsatisfied with the content of the standard reports, you can save a standard report with filters. User-created reports allow you to filter the information and save the filters for repeated use. To do so, you need the skills listed for standard reports. Skills you need to create user-created reportsExpert users can create new reports by manipulating the statistics in the tables. They can also change the formulas used to calculate statistics. To do so, you need the skills listed for user-defined reports, plus familiarity with the following products, standards, and concepts: Open Database Connectivity (ODBC) Structured Query Language (SQL)the ability to write SQL queries, select statements, and create commits; to repair, restore, and manipulate SQL databases; and to create and debug complex reports Crystal ReportsContact Center Manager Release 6.0 provides support for Crystal Reports.30 Contact Center ManagerGetting Started Standard 8.11 Database management and administrationYou need an understanding of database views, data dictionaries, and data schemas.After you create a new report, you import it into Contact Center Manager. For more information about importing reports, see Importing a report created in Crystal Reports on page 84.Skills you need to use Report Creation WizardReport Creation Wizard is a wizard used for creating reports To use Report Creation Wizard, you need the following skills: Skills required similar to those for creating standard reports if you use report definitions Skills required similar to those for creating user-defined (customer) reports if you use Open Database Connectivity (ODBC)Historical Reporting and Data Dictionary 31February 2008 Getting StartedRelated DocumentsThe following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com).For information about Refer to NTP numberThe Contact Center portfolio Contact Center Whats New in Release 6.0297-2183-903Switch configuration Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide297-2183-931Contact Center Manager Switch Guide for Communication Server 2X00/DMS297-2183-937SIP Contact Center Switch Configuration Guide 297-2183-962Scripting Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX297-2183-930Contact Center Manager Scripting Guide for Communication Server 2X00/DMS297-2183-936Contact Center Manager Database Integration User Guide297-2183-940Administering contact centers Contact Center Manager Administrators Guide297-2183-927Supervising contact centers Contact Center Manager Supervisors Guide297-2183-928Contact Center Historical Reporting and Data Dictionary297-2183-91432 Contact Center ManagerGetting Started Standard 8.11Handling contacts Contact Center Agent Desktop User Guide297-2183-945Contact Center Multimedia User Guide for Agents and SupervisorsFor information about Refer to NTP numberHistorical Reporting and Data Dictionary 33February 2008 Getting StartedHow to get helpThis section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult Frequently asked questions on page 109 of this guide.Finding the latest updates on the Nortel Web siteThe content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links:Getting help from the Nortel Web siteThe best way to get technical support for Nortel products is the Nortel Technical Support Web site:www.nortel.com/supportThis site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can: download software and related tools download technical documents, release notes, and product bulletins sign up for automatic notification of new software and documentation search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support casesLink to Takes you directly toLatest software The Nortel page for Contact Center located at www.nortel.com/espl.Latest documentation The Nortel page for Contact Center documentation located at www.nortel.com/helmsman.34 Contact Center ManagerGetting Started Standard 8.11Getting help over the phone from a Nortel Solutions CenterIf you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.In North America, call 1-800-4NORTEL (1-800-466-7835).Outside North America, go to the following Web site to obtain the phone number for your region:www.nortel.com/callusGetting help from a specialist by using an Express Routing CodeYou can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to:www.nortel.com/ercGetting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.Historical Reporting and Data Dictionary 35Chapt er 2Advanced ReportingIn this chapter Overview 36Section A: Expert reports 37Section B: Filters 9936 Contact Center ManagerAdvanced Reporting Standard 8.11OverviewThis chapter describes procedures for working with expert reports, creating new reports (with Crystal Reports or with another report writer), importing reports, and customizing report formulas.This chapter also describes how to create filters. With the filters feature, you can select the sites and resources included in a network consolidated report. This feature is applicable only to networking.Historical Reporting and Data Dictionary 37February 2008 Advanced ReportingSection A: Expert reportsIn this sectionIntroduction 38ODBC access to Contact Center Standby Server 40Defining a connection to the Contact Center Manager Server 41Running the Database View Definitions report 49Defining a connection to the Contact Center Multimedia server 52Creating a new Contact Center Manager report in Crystal Reports 56Using database aliases in Crystal Reports 66Setting the page orientation for a report 68Creating a new Contact Center Manager report in another application 69Importing a report created in Crystal Reports 84Adding customized formulas in Crystal Reports 94Creating a custom report to export data to Record format 9638 Contact Center ManagerAdvanced Reporting Standard 8.11IntroductionYou can create user-created, or expert, reports in any ODBC- or SQL-compliant application. This section provides a procedure for creating reports in Crystal Reports. The section also provides generalized instructions for creating reports in other applications.You can import and schedule reports created in Crystal Reports only into Contact Center Manager Administration. You cannot import reports created with other applications, such as Call Center Management Information Systems (CCMIS).Creating expert reportsThe process of creating a report involves the following tasks:1. Run the Database View Definitions report on Contact Center Manager Administration to identify the views used in the report.2. Verify the Contact Center Manager Server connection and define a connection, if necessary.3. Create a new report. If you want to report on multiple time frames using the same database view, you must create a report for each time frame.4. (Optional) Create database aliases for database views (if you use Crystal Reports).5. Import a user-created report (if you use Crystal Reports). When you import a report, it is added to the Reports window. You can schedule imported reports and select the data range and output options.Working with reportsIn addition to the tasks described in this manual, you can perform the following tasks. (For detailed instructions, refer to the Contact Center Manager Supervisor's Guide.)Historical Reporting and Data Dictionary 39February 2008 Advanced ReportingCreating user-defined reportsYou can create user-defined reports using the standard reports available in the Contact Center Manager Administration, or any other user-defined report, as a template. When you create a user-defined report, you specify: general report informationincluding report name selection criteriathe entities included in the report report schedulewhen the report is generated data rangethe data collection period for the report output optionsthe printer or file to which the report is outputManaging reportsYou can change report properties, change the site name, print a list of reports, or delete a user-defined or user-created report.Using reportsYou can preview a report, generate a report immediately, activate the report schedule (so that it generates at the next scheduled time), or deactivate the schedule.40 Contact Center ManagerAdvanced Reporting Standard 8.11ODBC access to Contact Center Standby ServerFor any system with the Contact Center Standby Server option (introduced in Symposium Call Center Server Release 5.0), the standby Contact Center Manager Server generates historical statistics accessible through ODBC.Due to the design of the Contact Center Standby Server feature, the standby Contact Center Manager server cannot run services (to ensure that no database updates are applied to the standby Contact Center Manager Server, which makes it out of sync with the primary Contact Center Manager server). The database access for Contact Center Standby Server is through read-only ODBC interface.An application to provide ODBC access is not provided by Nortel.A custom application must be provided to extract data from the standby database.Historical Reporting and Data Dictionary 41February 2008 Advanced ReportingDefining a connection to the Contact Center Manager Server To access the Contact Center Manager database from a report writer application, perform the following: install ODBC and Sybase Open Client configure a Sybase Server entry configure an ODBC DSN This section provides instructions for: defining a connection to the server defining the DSNDefining a connection to the server1 From the Windows Start menu, choose Run.2 Type dsedit, and then click OK.Result: The Select Directory Service window appears.42 Contact Center ManagerAdvanced Reporting Standard 8.113 Click OK.Result: The dsedit window appears.4 Choose Server Object > Add.Result: The Input Server Name window appears.Historical Reporting and Data Dictionary 43February 2008 Advanced Reporting5 In the Server Name box, type a name (for example, 47.10.25.3), and then click OK.Result: The dsedit window appears.6 Double-click the Server Address.Result: The Network Address Attribute window appears.44 Contact Center ManagerAdvanced Reporting Standard 8.117 Click Add.Result: The Input Network Address For Protocol window appears.8 In the Network Address box, type ,5000.9 Click OK.Result: The Nortel server subnet IP address appears in the Network Address Attribute window.Historical Reporting and Data Dictionary 45February 2008 Advanced Reporting10 Click OK.Result: The dsedit window appears.11 Choose Server Object > Ping Server.Result: The Ping window appears.12 Click Ping. Result: A message appears indicating that an open connection to the server succeeded. 13 Click OK.14 Click Done.15 Choose File > Exit.46 Contact Center ManagerAdvanced Reporting Standard 8.11Defining the DSN1 From the Windows Start menu, choose Control Panel > Administrative Tools.2 Launch the Data Source (ODBC) application. Result: The ODBC Data Source Administrator window appears.3 Click the System DSN tab.4 Click Add.Result: The Create New Data Source window appears.Historical Reporting and Data Dictionary 47February 2008 Advanced Reporting5 Select Sybase ASE ODBC Driver.6 Click Finish.Result: The ODBC Sybase ASE Setup window appears. The details shown in the ODBC Sybase ASE Setup window depends on the version of the driver installed. 7 In the Data Source Name box, type the name for the data source (for example, CCMS_47.10.25.3_DSN).8 In the Description box, type any additional information about the data source. This is optional.9 In the Network Address box, type the ,5000. (for example, 47.10.25.3, 5000).10 In the Database Name box, type blue.48 Contact Center ManagerAdvanced Reporting Standard 8.1111 Click Test Connect.Result: The Logon to Sybase window appears.12 In the Login ID box, type your logon ID for Contact Center Manager Server. The Login ID corresponds to a user account that is created using the Contact Center Manager Server Utility. (It is not a Windows 2000 ID defined on the Contact Center Manager Server.)13 In the Password box, type your password for Contact Center Manager Server.14 Click OK.Result: The system message Connection established appears.15 Click OK.Result: The ODBC Sybase ASE Setup window appears.16 Click OK.Historical Reporting and Data Dictionary 49February 2008 Advanced ReportingRunning the Database View Definitions reportBefore creating a customized report, run the Database View Definitions report to display all the database views available. This report lists all of the field names available for use in your report. For more information about the report, see Database View Definitions on page 954.The Database View Definition report does not include views from the Contact Center Multimedia database.Running the Database View Definitions report1 From the Launchpad, click on Historical Reporting. Result: The Historical Reporting window appears.50 Contact Center ManagerAdvanced Reporting Standard 8.112 Select the Contact Center Manager Server from which you want to run the report.Result: The server expands to reveal a series of folders.3 Select the Configuration folder located under the Public Report Templates. 4 Select Config - Database View Definitions. Result: The report definitions appear in the right pane.Historical Reporting and Data Dictionary 51February 2008 Advanced Reporting5 Click Run Now to generate the report.Result: The Ad-hoc Report Viewer windows appears.6 Click the Printer icon if you require a printout, or the Export icon if you want to save the report.52 Contact Center ManagerAdvanced Reporting Standard 8.11Defining a connection to the Contact Center Multimedia serverTo access the Contact Center Multimedia database from a report writer application, perform the following: install the Cach ODBC driver define the DSNInstalling the Cach ODBC driverThe Cach ODBC driver is supplied on the DVD. It is in the CCMM\CacheODBCSoftware folder.To install the Cach ODBC driverDouble-click the ODBCDriver.exe file. Historical Reporting and Data Dictionary 53February 2008 Advanced ReportingDefining the DSN1 From the Windows Start menu, choose Settings > Control Panel > Administrative Tools.2 Launch the Data Source (ODBC) application. Result: The ODBC Data Source Administrator window appears.3 Click the System DSN tab.4 Click Add.Result: The Create New Data Source window appears.54 Contact Center ManagerAdvanced Reporting Standard 8.115 Select Intersystems ODBC.6 Click Finish. Result: The Intersystems Cach ODBC Data Source Setup window appears. 7 Enter information into the following boxes:Name: The name for the data source (for example, CCMM_47.10.25.3_DSN).Description: (Optional) Additional information about the data source.Host: Enter the IP address or machine name of the Contact Center Multimedia server.Port: Leave at the default1972.Cach Namespace: MULTIMEDIA.8 Fill in the User Name and Password boxes with the following information: User Name: mmExternalPassword: mmExtHistorical Reporting and Data Dictionary 55February 2008 Advanced Reporting9 Click Test ConnectionResult: The Intersystems Cach ODBC Data Source Setup confirmation summary appears. 10 Click OK.56 Contact Center ManagerAdvanced Reporting Standard 8.11Creating a new Contact Center Manager report in Crystal ReportsFollow these steps to create a new report using Crystal Reports: Create the report and connect to the database. Select views and fields.The following procedure provides detailed instructions for performing these steps with the Crystal Reports 10 Report Wizard.Before you beginBefore following this procedure, obtain training in Crystal Reports. Nortel recommends that you direct issues with the Crystal Reports application to your Crystal Reports vendor. Nortel does not provide troubleshooting for reports created incorrectly using Crystal Reports.Creating a report and connecting to the databaseNote that if you want to report on multiple time frames using the same database view, you must create a report for each time frame.Historical Reporting and Data Dictionary 57February 2008 Advanced Reporting1 From the Start menu, choose All Programs > Crystal 10.Result: The Crystal Reports Welcome dialog box appears. The Crystal Reports Welcome screen does not appear if you clear the option to Show welcome dialog at startup.2 Select Using the Report Wizard, and then click OK.Result: The Crystal Reports Gallery window appears.58 Contact Center ManagerAdvanced Reporting Standard 8.113 If the Crystal Reports Welcome dialog does not appear, select File > New.Result: The Crystal Reports Gallery dialog appears.4 Select Standard, and then click OK.Result: The Data window appears. Historical Reporting and Data Dictionary 59February 2008 Advanced Reporting5 Expand the Create New Connection folder, and then select ODBC (RDO). RDO stands for Remote Data Object. 6 Click Next.Result: The Data Source Selection window appears.60 Contact Center ManagerAdvanced Reporting Standard 8.117 Select the ODBC entry for the server (for example, CCMS_47.10.25.3_DSN), and then click Next.Result: The Connection Information window appears.8 In the User ID box, type the user ID. The user ID corresponds to a user account that is created using the Contact Center Manager Server Utility. (It is not a Windows 2000 ID defined on the Contact Center Manager Server.) 9 In the Password box, type the password for Contact Center Manager Server. If you do not know your user ID or password, contact your system administrator.10 From the Database list, select blue.Historical Reporting and Data Dictionary 61February 2008 Advanced Reporting11 Click Finish.Result: The Data window appears.62 Contact Center ManagerAdvanced Reporting Standard 8.1112 Expand Current Connection > CCMS_47.10.25.3_DSN > blue > dbo > Views.Result: Available views to include in the report appear.13 Select each view to include in the report, and click the right arrow button (>). Ensure you use views, not tables, when you create the report.Historical Reporting and Data Dictionary 63February 2008 Advanced Reporting14 Click Next.Result: The Fields window appears.15 From the Available Fields list, select fields to display on the report and click the right arrow button.16 Click Next.Result: The Grouping window appears.64 Contact Center ManagerAdvanced Reporting Standard 8.1117 From the Available Fields list, select the fields you want to group data by, and click the right arrow button (>). 18 Click Next.Result: The Template window appears.With Crystal Reports wizard you can set additional report elements by presenting specific windows. Make changes if required on each of these screens and click Next to continue. When you reach the last screen of the wizard, the Next button is disabled and the Finish button is enabled.19 Select the template you want to use for the report.Historical Reporting and Data Dictionary 65February 2008 Advanced Reporting20 Click Finish. Result: The Crystal Reports window appears.66 Contact Center ManagerAdvanced Reporting Standard 8.11Using database aliases in Crystal ReportsA database alias is a name that represents a database view in the report definition. If you use an alias rather than a view name, you can easily change the view used by a report. ExampleFor example, you can create a user-defined daily report. If you want an interval report with identical fields, you can copy the daily report and change the database alias to point to an interval view.Changing a database alias1 From the Crystal Reports window, choose Database > Database Expert.Result: The Database Expert window appears.2 In the Selected Tables box, select the database view for which you want to create an alias name.Historical Reporting and Data Dictionary 67February 2008 Advanced Reporting3 Press F2Result: The database view name becomes an editing box.4 Enter the new alias.5 Clear the database view to save the new name.Example: Click on dAgentPerformanceStat under Selected Tables. In the edit box, enter iAgentPerformanceStat. Clear the database view. The view is now renamed iAgentPerformanceStat.68 Contact Center ManagerAdvanced Reporting Standard 8.11Setting the page orientation for a reportThe following procedure outlines the steps to complete when selecting the page orientation for the report.Setting the page orientation1 In Crystal Reports, from the File menu select Printer Setup.Result: The Print Setup dialog box appears.2 Select an Orientation option for the report.The default page orientation for the report is the same as the default page orientation for the printer. If you change the page orientation for the report, the printer default orientation remains the same.Nortel recommends that you select a page orientation for the report that differs from that of the printer. For more information, see Why does my custom report print in a layout different from what I set when I created the report? on page 140.Historical Reporting and Data Dictionary 69February 2008 Advanced ReportingCreating a new Contact Center Manager report in another applicationBefore you can create reports in an ODBC- or SQL-compliant application, define the server in Contact Center Manager as a data source. Perform this procedure on the client PC. When the data source is defined, you can use the application to create reports.RestrictionReports created with this method cannot be imported into the server in Contact Center Manager.ApplicationsIf the application supports importing data using ODBC, it is possible to use the application for report creation. The examples provided in this section cover Microsoft Access 2002 and Microsoft Excel 2002 only. The steps required may not be the same for different versions of these applications. Refer to the application documentation for details about how to import data.Defining a data sourceBefore the data can be used by another application, a connection to the server must be defined. Refer to Defining a connection to the Contact Center Manager Server on page 41 for more details. Creating reports using Microsoft ExcelThe steps in this procedure refer to Microsoft Excel 2002 only. The steps required may not be the same for different versions of this application. Refer to the application documentation for details about how to import data.70 Contact Center ManagerAdvanced Reporting Standard 8.111 Open Microsoft Excel.2 Select Data > Import External Data > New Database Query.Result: The Choose Data Source window appears.3 Select the ODBC Data Source defined for the server. 4 Ensure that the Use the Query Wizard to create/edit queries option is selected. 5 Click OK.Result: The Logon to Sybase ASE window appears.6 In the Logon to Sybase ASE window, enter the Login ID and Password (if required). Historical Reporting and Data Dictionary 71February 2008 Advanced Reporting7 Click OK.Result: The Query Wizard Choose Columns window appears.8 Select the columns to include in the report. If you want to filter the data by a specific column, you must include that column in the query. 9 Click Next.Result: The Query Wizard Filter Data window appears.10 (Optional) Select the columns and choose how to filter the data. 72 Contact Center ManagerAdvanced Reporting Standard 8.1111 Click Next.Result: The Query Wizard Sort Order window appears.12 (Optional) Select the columns used to sort the data. 13 Click Next.Result: The Query Wizard Finish window appears.14 Select the Return data to Microsoft Excel option.Historical Reporting and Data Dictionary 73February 2008 Advanced Reporting15 Click Finish.Result: The Import Data window appears.16 Select where to import the data returned from the query. The data can be imported into a new worksheet or imported into the current worksheet. When importing data into the current worksheet you can select the starting row and column for the data. 17 Click OK to import the data.Result: The Microsoft Excel worksheet appears with the imported data.18 Select File > Save to save the new report.19 The imported data can now be formatted using features within Microsoft Excel and printed.74 Contact Center ManagerAdvanced Reporting Standard 8.11Creating reports using Microsoft AccessThe steps in this procedure refer to Microsoft Access 2002 only. The steps required may not be the same for different versions of this application. Refer to the application documentation for details about how to import data.1 Open Microsoft Access.2 Open an existing database file or create a new blank database.3 Select File > Get External Data > Import.Result: The Import window appears.Historical Reporting and Data Dictionary 75February 2008 Advanced Reporting4 In the Import window, select ODBC Database from the Files of type drop-down list.Result: The Select Data Source window appears.5 In the Select Data Source window, click on the Machine Data Source tab.6 Select the ODBC Data Source defined for the server. 7 Click OK.Result: The Logon to Sybase ASE window appears.8 Enter the Login ID and Password (if required). 76 Contact Center ManagerAdvanced Reporting Standard 8.119 Click OK.Result: The Import Objects window appears.10 From the Import Objects window, select the tables to import into the Microsoft Access database. 11 Click OK. The time required to import the data depends on the amount of data stored in the selected tables.Result: The Microsoft Access application window appears with the imported tables.Historical Reporting and Data Dictionary 77February 2008 Advanced Reporting12 After the tables are imported, you can now use the features available in Microsoft Access to format the imported data and to create reports. Example: For this example, create a new report using the Report Wizard.13 Select Insert > Report.Result: The New Report window appears.14 From the New Report window, select Report Wizard.15 From the Choose the table or query where the object's data comes from drop-down list, select the table to use for the report. 16 Click OK.Result: The Report Wizard Field Selection window appears.17 Select the fields to include on the report from the list of available fields. 78 Contact Center ManagerAdvanced Reporting Standard 8.1118 Click Next.Result: The Report Wizard Grouping window appears.19 (Optional) Select the fields to group the report by from the list of fields. If groups are not added to the report, proceed to step 20.a. Click Grouping Options to set the options for the selected groups.Result: The Report Wizard Grouping Options window appears.b. Select the grouping intervals for each of the selected group-level fields. c. Click OK.Result: The Report Wizard Grouping window appears with new options defined.Historical Reporting and Data Dictionary 79February 2008 Advanced Reporting20 Click Next.Result: The Report Wizard Sort Order window appears.21 (Optional) Select the fields used to sort the data on the report. 22 (Optional) Select the direction for sorting using the Ascending/Descending button.80 Contact Center ManagerAdvanced Reporting Standard 8.1123 (Optional) Click Summary Options to add summaries to the report. If summaries are not added to the report, proceed to step 24.Result: The Report Wizard Summary Options window appears.a. Select the summary fields to include. b. Select the data shown on the report. c. Click OK.Result: The Report Wizard Sort Order window appears.Historical Reporting and Data Dictionary 81February 2008 Advanced Reporting24 Click Next.Result: The Report Wizard Layout window appears.25 (Optional) Select the layout and page orientation for the report. 26 Click Next.Result: The Report Wizard Style window appears.27 (Optional) Select the style for the report. 82 Contact Center ManagerAdvanced Reporting Standard 8.1128 Click Next.Result: The Report Wizard Finish window appears.29 Enter a name for the new report.30 Select the Preview the report option.Historical Reporting and Data Dictionary 83February 2008 Advanced Reporting31 Click Finish.Result: The Report Preview window appears.32 Use the Design View feature of Microsoft Access to edit the report created by the Report Wizard.84 Contact Center ManagerAdvanced Reporting Standard 8.11Importing a report created in Crystal ReportsFollow this procedure to import a Contact Center Manager Server report template you created in Crystal Reports into Contact Center Manager Administration. For more information about importing reports using Contact Center Manager Administration, see the Contact Center Manager Administration Online Help.Nortel does not support importing report templates that include references to other data sources (for example, references to Microsoft Access databases are not supported). Reports might include data from more than one database view; however, link these views in the manner documented in this guide (for more information, see Linking views on page 171). The use of unlinked views in subreports is not supported..CAUTIONRisk of data lossDo not move the template file after you import the report. If you do move the file, the server cannot find the report, and you must import it again.Historical Reporting and Data Dictionary 85February 2008 Advanced ReportingRestrictionsThe following restrictions apply: Reports created in other applications cannot be imported. Report templates that include references to other data sources (other than the Contact Center Manager database) cannot be imported.LimitationsThe following limitations apply: There are limitations in the way in which the reports application handles user-created reports that contain subreports and use the Timestamp field. For more information, see Limitations with subreports on page 91. There are limitations with parameter fields in subreports. Define the parameter fields in the main report for user-created parameterized reports ATTENTIONThere is a major architectural change from Crystal Report 8.5 to Crystal Report 9.0 and later versions. From Crystal Report version 9.0 onwards, Crystal Reports are Unicode compliant. This is the cause for the delay or failure in the reports being imported and generated on Contact Center Manager Administration. If your custom or user-created report templates created Crystal Reports 8.5 experience this problem, you must resave the report templates into Crystal Reports 9.0 or Crystal Reports 10 before importing them to Contact Center Manager Administration. For a detailed procedure, see Saving a report template in Crystal Reports 10 on page 86. If you use Crystal Report 9.0 software, the procedure is the same except that the report templates are saved in the Crystal 9.0 version, which is supported by Contact Center Manager Administration for importing the custom or user-created reports. 86 Contact Center ManagerAdvanced Reporting Standard 8.11with subreports. If the report template with subreports does not have parameter fields defined in the main report, the report cannot be imported as parameter report to the Contact Center Manager Administration server.Saving a report template in Crystal Reports 101 Install Crystal Reports10 on a PC.2 Copy all your custom report templates created in Crystal 8.5 or earlier versions in a directory. Example: Copy reports into directory OldVersionTemplates on the PC where you installed Crystal Reports 10 software.3 Create a new directory named Crystal10Templates.4 Start Crystal Reports 10.5 Select File > Open.6 Select the OldVersionTemplates directory. Result: The OldVersionTemplates directory opens.7 Select the appropriate report file and click Open.Result: The report file opens in Crystal Reports.8 Select File > Save As to save the report template into a Crystal 10 version template.9 Navigate to the Crystal10Templates directory.10 Select Save to save the report template in the Crystal10Templates directory.Result: Report is saved in Crystal Reports 10 format.11 After you save all the required templates, copy the Crystal report templates to the PC you use for Contact Center Manager Administration browser to import these report templates.For a detailed procedure, see Importing a user-created Crystal Report on page 87.ATTENTIONDo not install Crystal Reports10 software on the Contact Center Manager Administration server.Historical Reporting and Data Dictionary 87February 2008 Advanced ReportingImporting a user-created Crystal Report1 From the Launchpad, click on Historical Reporting. Result: The Historical Reporting window appears.ATTENTIONYou cannot import Crystal reports using Report Creation Wizrd. You must use the Historical Reporting Template Importing Wizard as indicated in this procedure.88 Contact Center ManagerAdvanced Reporting Standard 8.112 Select the Contact Center Manager Server from which you want to run the report (for example, the Galway server).Result: The server expands to reveal a choice between public, private, and any group folders created.Historical Reporting and Data Dictionary 89February 2008 Advanced Reporting3 On the menu, click Report > Import. Result: The Template Importing Wizard appears.4 Click the Next button. 5