GNAV Pro Quick Reference Guide - NEC Corporation of America

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ii Contents Starting GNAV Pro. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 About the GNAV Pro Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 User Configuration 5-1 User Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 User Configuration Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Real Time Statistics Views 6-1 What are Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Database Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Real Time Statistics Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3 Sorting a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Printing Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Reports 7-1 Reports Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Report Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Creating Custom Report Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3 Report Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3 Custom Report Sample. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 Generating Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6 Creating and Scheduling Report Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 Configuring Wallboards 8-1 Wallboards Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 GNAV Pro Quick Reference Guide - Revision 7
Contents iii Creating Wallboard Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2 Message Set Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2 Configuring Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3 Glossary Glossary-1 Database Table Layouts Appendix A-1 General Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-1 Common Statistical Components . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-2 ACD States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-2 Possible PBX States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-2 Real-time Statistics Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-3 Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-3 Split . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-4 Team. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-6 Trunk Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix A-8 GNAV Pro Quick Reference Guide - Revision 7
Page 1 and 2: GNAV Pro Quick Reference Guide NEC
Page 3: i Contents Introduction 1-1 About G
Page 7 and 8: v Figures Figure Title Page 2-1 Wel
Page 9 and 10: vii Tables Table Title Page 2-1 Har
Page 11 and 12: 1-1 1 Introduction The GNAV Pro Qui
Page 13 and 14: Introduction 1-3 GNAV Pro Online He
Page 15 and 16: 2-1 2 Requirements and Installation
Page 17 and 18: Requirements and Installation 2-3 F
Page 21 and 22: Requirements and Installation 2-7 A
Page 25 and 26: 3-1 3 Configuring GNAV Pro This cha
Page 27 and 28: Configuring GNAV Pro 3-3 Figure 3-2
Page 29 and 30: 4-1 4 Using GNAV Pro GNAV Pro allow
Page 31 and 32: Using GNAV Pro 4-3 Tree View The Tr
Page 33 and 34: Using GNAV Pro 4-5 Toolbar Icon Act
Page 35 and 36: 5-1 5 User Configuration This chapt
Page 37 and 38: 6-1 6 Real Time Statistics Views Th
Page 39 and 40: Real Time Statistics Views 6-3 Publ
Page 41 and 42: Real Time Statistics Views 6-5 Figu
Page 43 and 44: 7-1 7 Reports This chapter provides
Page 45 and 46: Reports 7-3 Report Sets Reports can
Page 47 and 48: Reports 7-5 Custom Report Sample Fi
Page 49 and 50: Reports 7-7 Creating and Scheduling
Page 51 and 52: 8-1 8 Configuring Wallboards This c
Page 53 and 54: Configuring Wallboards 8-3 Figure 8
Page 55 and 56:
Glossary - 1 Glossary ACD Automatic
Page 57 and 58:
Glossary - 3 human decision making,
Page 59 and 60:
Appendix A - 1 Appendix A Database
Page 61 and 62:
Database Table Layouts Appendix A -
Page 63 and 64:
Page 65 and 66:
Page 67 and 68:
For additional information or suppo
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