Certificate III in Telecommunications (Customer Contact Centre)



                      Installation Guide
Call Centre Toolbox – Installation Guide

Table of contents

Table of contents ..............................................
Call Centre Toolbox – Installation Guide

Introduction
Welcome to the Callcentre Toolbox Installation Guide. The purpose o...
Call Centre Toolbox – Installation Guide




Minimum system requirements

Users will need a computer with the following:

...
Call Centre Toolbox – Installation Guide


How do I install the toolbox to my server?

To install the Callcentre Toolbox o...
Call Centre Toolbox – Installation Guide

Toolbox Directory Structure
The files have been organised in a directory structu...
Call Centre Toolbox – Installation Guide

     /database/
This folder contains the all files necessary to run the Bushland...
Call Centre Toolbox – Installation Guide

           /live_calls/
        Contains the content pages for the Live calls se...
Call Centre Toolbox – Installation Guide

What if I only want to install one unit?
If you only want to offer one or two un...
Call Centre Toolbox – Installation Guide

When you first receive this toolbox, all of the units will be and available, but...
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Transcript of "Read the Installation guide Read the Installation Guide"

  1. 1. Certificate III in Telecommunications (Customer Contact Centre) Installation Guide
  2. 2. Call Centre Toolbox – Installation Guide Table of contents Table of contents ...........................................................................................................................2 Introduction....................................................................................................................................3 Minimum system requirements......................................................................................................4 Browser settings.............................................................................................................................4 Enabling JavaScript in Netscape Navigator 4.5.............................................................................4 How do I install the toolbox to my server?....................................................................................5 What communication tools are available?.....................................................................................5 Toolbox Directory Structure...........................................................................................................6 What if I only want to install one unit?.........................................................................................9 How do I add, delete or change the order of the activities in the unit lists?..............................10 © Australian National Training Authority 2001 2
  3. 3. Call Centre Toolbox – Installation Guide Introduction Welcome to the Callcentre Toolbox Installation Guide. The purpose of this guide is to show you how to install the contents from the CD ROM onto your own personal computer or server. This toolbox covers 8 units of competency in the Certificate III in Telecommunications (Customer Contact Centre). Nominal Code Unit name hours Core units: ICTCC101A Communicate effectively in a Customer Contact centre 40 ICTCC231A Fulfil customer requests 40 ICTCC270A Conduct data collection 40 ICTCC320A Use multiple information systems 40 ICTCC330A Manage customer relationships 40 ICTCC340A Conduct a telemarketing campaign 40 ICTCC341A Provide sales solutions to customers 40 ICTCC352A Resolve complex customer complaints 40 Total nominal hours: 320 The Certificate III in Telecommunications (Customer Contact Centre) CD contains the full version of the Toolbox including: • All the tools required to run a web-based version of the Customer Contact Centre toolbox. • Unit files that RTOs can copy and distribute to learners as required. It is also assumed that the student has an Internet connection to allow for e-mail and file transfer. © Australian National Training Authority 2001 3
  4. 4. Call Centre Toolbox – Installation Guide Minimum system requirements Users will need a computer with the following: Hardware • IBM compatible computer • 64 Mb RAM • 4 Gb hard disk • 1.44 Mb floppy disk • CD-ROM drive • sound card and speakers • 28.8 Kb modem (or faster) or a Macintosh equivalent. Software • Internet Explorer® 5 or above (http://www.microsoft.com/downloads/) • Netscape® version 4.5 or above (http://home.netscape.com/browsers/index.html) • Macromedia Shockwave Player® (http://www.macromedia.com/downloads/) • A word-processing program, to open and use downloadable forms, checklists and worksheets. Browser settings In order to complete the four database activities students need to have JavaScript enabled in their browser. Enabling JavaScript in Internet Explorer 5 1. Select Tools -> Internet Options from the browser menu 2. Click on the Security tab 3. Choose Internet zone 4. Click on the button marked Custom Level 5. Scroll down over three quarters of the way until you find the heading Scripting 6. The first subheading is Active Scripting 7. Ensure that the button marked Enable is checked 8. Click OK to make and confirm changes. Enabling JavaScript in Netscape Navigator 4.5 1. Select Edit -> Preferences from the browser menu 2. Ensure the Advanced label is highlighted 3. Locate the checkbox marked Enable JavaScript and make sure this box is checked 4. Click OK to make and confirm changes. Incorrect versions of these applications could result in information being shown in an unreadable form, or not show at all. © Australian National Training Authority 2001 4
  5. 5. Call Centre Toolbox – Installation Guide How do I install the toolbox to my server? To install the Callcentre Toolbox on your server, follow these steps: 1. Insert the Toolbox CD ROM into your CD-ROM drive. 2. Open a directory browser on your server computer and navigate to the CD ROM drive that you inserted the CD into. 3. Copy all the files and folders in the root directory of the CD ROM to a nominated directory on your server. The folder marked /toolbox contains all the directories required to run the Toolbox. The Teacher’s Guide is contained in a document called t_guide.doc and installation instructions are also contained in a document called install.doc. Both these documents are located in the root directory (top level). The default first page is default.htm, which is located in the root (top level) directory. If you have trouble accessing the Shockwave content in the toolbox, it may be necessary to set the appropriate mime types for Director (application/x-director) and Flash (application/x-shockwave-flash). This should not be necessary for most installations. What communication tools are available? The Toolbox does not contain any communication tools (e-mail, discussion board or chat), but placeholders are provided to indicate where they should go. Some tasks and activities in the toolbox make use of communication tools, so you will need to add your own. You will need to insert links to your collaboration tools into the following page: • /toolbox/communcation/index.htm, this page can be accessed from every unit and provides links to these tools from the unit. Alternatively, if your security training provider has their own e-mail system or electronic discussion board you may like to edit this page to say something like: “Please use our internal e-mail and discussion board system.” © Australian National Training Authority 2001 5
  6. 6. Call Centre Toolbox – Installation Guide Toolbox Directory Structure The files have been organised in a directory structure to make it easier to extract and deliver individual components of this toolbox. The following screen capture outlines the directory of the Toolbox. To give you a better of idea of how the Toolbox is structured, below is a description of each of the main folders in the Toolbox directory and in some case, the sub folders contained within them. /unit number/ (eg. 101) Unit folder. Each unit of competency has its own folder for its content (html pages) and its associated activites. /activities/ The activities are stored in this folder. /activity name/ (eg. comm_verbally) Each activity will have it’s own folder for it’s content (html pages). Each activity folder will have a graphics folder for images (jpg, gif) specific to that activity and if applicable, a media folder for any shockwave files (swf) specific to that activity. /graphics/ /media/ /communication/ This folder contains a page where links to your own collaboration tools should be added. © Australian National Training Authority 2001 6
  7. 7. Call Centre Toolbox – Installation Guide /database/ This folder contains the all files necessary to run the Bushland Blooms database as well as a graphics folder for database specific graphics, a help folder that contains the database help pages and a js folder that includes all the JavaScript files that are essential for the database to operate successfully. /graphics/ /help/ /js/ /graphics/ This folder contains shared graphics that are used across the entire course. /frame/ The frame folder contains all the common graphics that make up the top navigation frame for the unit and activity pages. /intranet/ This folder contains all the necessary files for the Bushland Blooms intranet. It contains folders for each section of the intranet as well as a graphics folder for intranet specific graphics. /about/ /asm/ /campaigns/ /forms/ /graphics/ /legislation/ /products/ /services/ /staff/ /js/ The JavaScript files contained in this directory control: - • the internal navigation • some interactions • external window code. It is recommended that you do not alter these files unless it is absolutely necessary as this can cause errors to occur in the toolbox. /media/ This folder contains shockwave files (swf) that are used for the opening unit selection page and the activity pages. /resources/ This folder contains a number of shared resources that are used across all the units in the Toolbox. /glossary/ Contains the A-Z glossary that can be can be accessed from the resource room or globally throughout the toolbox. /graphics/ Contains graphics specifically used in the resources folder. /links/ Contains the content pages for the links section that can be accessed from the resource room. © Australian National Training Authority 2001 7
  8. 8. Call Centre Toolbox – Installation Guide /live_calls/ Contains the content pages for the Live calls section that can be accessed from the resource room. The live calls are separated into folders according to the activity they are related to. /folder name/ (eg. /follow_up/) Each folder contains the content pages specific to itself and a media folder that holds the shockwave files for the specific folder. Most of the swf files in the live_calls folder are audio files. /media/ /magazines/ Contains the content pages for the Live calls section that can be accessed from the resource room. The live calls are separated according to the activity they are related to. /folder name/ (eg. /comm_week/) Each folder contains the content pages specific to the magazine and a graphics folder that contains the graphics specifically designed for that magazine. /graphics/ /media/ Contains shockwave files used specifically in the resources section. /training/ Contains all the toolbox tutorials that can be accessed through the Training room link in the resource section. The tutorials are separated into folders according to the name of the tutorial. /folder name/ (eg. /customer_needs/) Each folder contains the content pages specific to itself, a graphics folder that contains any graphics specific to the tutorial and a media folder that holds the shockwave files for the tutorial. /graphics/ /media/ /visitors/ Contains the content pages for the Visitors section that can be accessed from the resource room. There is a graphics folder that contains any graphics specific to the visitors section and a media folder that holds any shockwave files for the visitors section. /styles/ This folder contains the stylesheets that control the formatting and design of the toolbox. /welcome/ This folder contains all the necessary files for the welcome pages of the Toolbox. It contains folders for each section of the welcome pages as well as a graphics folder for graphics specific to the welcome section and a media folder for any shockwave files (swf) specific to the welcome pages. • © Australian National Training Authority 2001 8
  9. 9. Call Centre Toolbox – Installation Guide What if I only want to install one unit? If you only want to offer one or two units from the toolbox, you can change the units’ menu so that only certain units are accessible by your students. To do this, use a html editor (or you can use Notepad or WordPad) and open the file: toolbox/media/flash/ unitlist.txt When you open up this file you will see something similar to the following inside it: gfront1=<p><b>ICTCC133A</b> Send and retrieve information over the internet</p> &gfront2=<p><b>ICTCC101A</b> Communicate effectively in a Customer Contact centre</p> &gfront3=<p><b>ICTCC231A</b> Fulfil customer requests</p> &gfront4=<p><b>ICTCC270A</b> Conduct data collection</p> &gfront5=<p><b>ICTCC320A</b> Use multiple information systems</p> &gfront6=<p><b>ICTCC330A</b> Manage customer relationships</p> &gfront7=<p><b>ICTCC340A</b> Conduct a telemarketing campaign</p> &gfront8=<p><b>ICTCC341A</b> Provide sales solutions to customers</p> &gfront9=<p><b>ICTCC352A</b> Resolve complex customer complaints</p> &link101=101/101index.htm &link231=231/231index.htm &link270=270/270index.htm &link320=320/320index.htm &link330=330/330index.htm &link340=340/340index.htm &link341=341/341index.htm &link352=352/352index.htm &welcome=<p><b>If you are a first time visitor, please click on the welcome button above.</b></p> &credits=<p align="center">Credits &<br />Disclaimer</p> &disclaimer=<p>Australian National Training Authority (ANTA) 2002. All rights reserved.</p> As you can see there are a number of lines like the following: - &gfront2=<p><b>ICTCC101A</b> Communicate effectively in a Customer Contact centre</p> The line includes: • the unit ID number - in this case ICTCC101A • And the title of the unit – in this case Communicate effectively in a Customer Contact centre. These lines should not have to be altered unless a unit title or code changes. If this is the case, the other parts of text you see in the line such as <p> and <b> should not be altered, as they control the way the text displays on screen. There are also lines of text that look like this: - &link101=101/101index.htm These lines control the links to each of the units. For example: - &link101 controls the link for ICTCC101A – in this case 101/101index.htm © Australian National Training Authority 2001 9
  10. 10. Call Centre Toolbox – Installation Guide When you first receive this toolbox, all of the units will be and available, but if for example, you don’t want to offer particular units then all you need to do is alter the text in unitmenu.txt and disable them as shown below. &link352=# &link341=# &link340=340/340index.htm &link330=330/330index.htm &link320=# &link270=270/270index.htm &link231=231/231index.htm &link101=101/101index.htm Simply replace the string of text after the equal sign with a hash (#) symbol. Although your students will still be able to see the units that you disable, they won’t be able to select them from the units’ menu page. To enable the units, replace the hash (#) symbol with the link to the unit. Just follow the format of the other links and change the numbers to reflect the unitcode. For example: - &link352=352/352index.htm &link341=# &link340=340/340index.htm &link330=330/330index.htm &link320=320/320index.htm &link270=270/270index.htm &link231=231/231index.htm &link101=101/101index.htm How do I add, delete or change the order of the activities in the unit lists? You can add, delete or change the order of jobs to suit your particular needs. Simply edit the html page that contains the job list and add/delete or rearrange the jobs as you wish. Most units consist of between 3-8 activities but you can have as many activities as you like within a unit. © Australian National Training Authority 2001 10

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