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Getting Started

Chronicall Guide Home
Product Overview
Training Videos
Tips and Tricks Videos
Active Directory Integration
Best Practices

Reports

Reports Overview
List of Standard Reports
Cradle to Grave
Run Reports - Java
Run Report - HTML
Agent vs. User
Agent / User vs. Group Values
Schedule Report - HTML Version
Schedule Report - Java Version
The Event Sequence Editor
How to Import/Export Reports
How to Import/Export Reports (Java Version)
- How to Export a Report
- How to Import a Report
Manage Call Cost Profiles
Abandoned Calls vs. Missed Calls
Avaya Communication Manager Reports

Custom Reports

Report Styles
Creating a Report in Java
Creating a Report in HTML
Editing Reports in Java
Editing an Existing Report in HTML
Creating Custom Formulas
Advanced Criteria Editor
Creating a Parameter
Creating a Post-Call Survey (Java Version)
Creating a Custom Report Skin

Custom Report Metrics

Report Filter Criteria
Agent Report Metric Definitions
Account Code Report Metric Definitions
Call Direction Report Metric Definitions
Call Report Metric Definitions
Caller ID Report Metric Definitions
Event Report Metric Definitions
External Number Report Metric Definitions
Feature Report Metric Definitions
Group Report Metric Definitions
Skill Report Metric Definitions
Local Number Report Metric Definitions
None Report Metric Definitions
Reason Code Report Metric Definitions
Role Report Metric Definitions
Scorecard Campaign Report Metric Definitions
System Report Metric Definitions
Tag Report Metric Definitions
Time Report Metric Definitions
Trunk Report Metric Definitions
Understanding and Using Interval Credit Modes

Recording

Recording Library Overview
Listen to Recordings
Additional Recording Functions
View Active Recordings
Manage Pause Permissions
Manage Recording Rules
Creating a Scorecard Campaign
Scoring a Call with Scorecards
Configuring Recording Library
Configuring Storage Pools
VRTX Configuration
Recording Monitor Live Listen
Configuration of SFTP for Windows
Recording Encryption
Setting Up Caller Consent

Realtime Displays

Realtime Overview
Agent Timeline
Group Timeline
Building a Wallboard - HTML
Building a Wallboard - Java
Using Pre-Built Wallboards - HTML
Realtime Count Definitions
Using Pre-Built Wallboards - Java
Realtime Alerts and Triggers
Using Supervisor View
Creating a Wallboard Loop
Creating Custom Formulas - Java
Creating Custom Formulas - HTML

Installation

Chronicall on Avaya IP Office - Server Installation
Avaya IP Office - Server Requirements
Contact Center (Multimedia) Installation Guide - Avaya IP Office
Updating Chronicall
Stopping and Starting Chronicall Services
Single/Stacked SIP Extension
Routing by Short Code and Tag Identifiers
Salesforce Integration Plugin for Contact Center Agent Client
Linux Fresh Installation Guide
Setting Up Auto Answer for Agents on IP Office
OVA Q&A Sheet - Avaya Version
OVA Q&A Sheet
Avaya CM Server Requirements
Avaya CM - Server Installation
Cisco Server Requirements
Microsoft Teams Integration - IP Office
Cisco Server Requirements OLD and HIDDEN
Cisco Installation FAQs

Realtime Metrics

HTML Chronicall Realtime Metric Definitions
Java Chronicall Realtime Metric Definitions
Realtime Filter Criteria Definitions
Realtime Wallboard Widgets - Java
Realtime Wallboard Widgets - HTML
Realtime Duration Definitions
Realtime Miscellaneous Definitions

Agent Dashboards

Dashboard Values
Account Codes
- Adding Notes to Calls
Reason Codes
Desktop Presence Tool
Agent Dashboards Overview

Contact Center (Multimedia)

Contact Center (Multimedia) Overview
Create a Contact Center (Multimedia) Skill
Queue Callbacks Ports - How They Work
Contact Center (Multimedia) Realtime Definitions
Best Practices for Service Restarts for Contact Center (Multimedia) Agents
Licensed Skills-Based Agents
Web Chat Overview
Setting Up and Using Web Chat
Set Up and Use Contact Center Agent Client (CCAC)
Setting Up Chronicall to Use WebRTC
Setting Up a Queue Callback
Accessing Wallboard in Contact Center Agent Client
Using WebRTC
Busy on Held for Agents (Java Version)
Configuring After Call Work and Missed Call Work
Creating a Language Pack (Java Version)
Language Pack Scripts
Contact Center (Multimedia) Routing Algorithms
Changing an Agent's Chat Nickname in Web Chat
Contact Center (Multimedia) Reason Codes
Contact Center Agent Values in HTML Wallboards
Warm Transfer on WebRTC
Availability Tiers
IP Office Single Sign-On
Configuring Random Queue Music

Agent Management

User Accounts
Agent Roles
Agent Licenses
Licensed Realtime Agents
Licensed Desktop Agents
Refresh Agents and Groups
Licensing Agents (Java Version)
Licensing Users in HTML

Administration

System Settings (Avaya IP Office)
Alerts and Triggers
Manage Backups
Creating and Resetting Desktop Password
Refresh Agents and Groups
Manage Call Cost Profiles
Changing Standard Report/Realtime Language
Restricted View
Swapping Out Serial Keys
Implementing the Privacy Blacklist to Hide Specific Callers Within Cradle to Grave
GDPR Privacy Tool Retention Policy
Disabling Username Suggestions
Caller Name Override
Report on Hunt Group Login/Logout (Avaya IX Workplace)
Restore a Backup
Perform an Unscheduled Backup

VRTX

VRTX Overview
VRTX Configuration

Chronicall Desktop

Chronicall Desktop - Overview
Chronicall Desktop Application Windows Installation
Chronicall Desktop for Mac - Installation/Configuration
Emergency Notifications
Function of Chronicall Browserless
Functions of the Chronicall Desktop

Security

User Accounts
How to Encrypt Recordings
Xima Software GDPR Compliance
Privacy Configuration (GDPR)
Configuring SSL/TLS

APIs

Click to Dial
Recording Data
Historical Call Data
Recording Pause/Resume
Realtime Data
Realtime Data over WebSocket
Screen Pop Profile
WebService Integration
Web Chat Javascript API
Web Chat Cloud Service Integration
Glossary
API Overview
Obtaining a Recording/Call Key
Accessing an Authentication Key
Configuring a Service User
Licensing Requirements
API Article Summary

Using APIs

Testing API Functionality

Hidden Fields in Cradle to Grave

This highlights additional, harder-to-see features that Cradle to Grave offers.

Updated 5 months ago

How to Adjust Column Layouts

Cradle to Grave - Saving Filters