frequently asked questions

cc-modeler

Last Updated 22nd February 2007

Q: I have sent emails to you at support@kooltoolz.com but I am not getting any responses.
A: This is invariably caused by your e-mail spam filters blocking messages from us. Please refer to e-mail problems for more details.

Q: How can I have 15 minute agent breaks in cc-Modeler Pro, even when I only have call data for 30 minute intervals?
A: You need to convert your call data to 15 minute intervals, then create the Days with 15 minute intervals. We provide an Excel convertor to easily and accurately convert call data from 30-minute to 15-minute intervals. Download it here

Q: My ACD reports only provide call data in 60 minute intervals. How can I use that in cc-Modeler, which only accepts 30 minute or 15 minute intervals?
A: You need to convert your call data to 30 minute intervals, then create the Days with 30 minute intervals. We provide an Excel convertor to easily and accurately convert call data from 60-minute to 30-minute intervals. Download it here

Q: Does cc-Modeler incorporate shrinkage factors?
A: We believe that shrinkage factors are not helpful in call centre planning.  Click here for details.

Q: How can I have more than one user sharing cc-Modeler data?
A: The current cc-Modeler Professional release (V2.0) is single-user. However there are several ways to share data among staff.

Q: There are several user profiles set up on my PC. How do I install cc-Modeler for all of them at once?
A: Add a parameter to the setup command line, 'ALLUSERS=2'. The simplest way to do this is to go to 'Start' and select the 'Run' menu. Enter the full path of the installation kit e.g. "c:\downloads\ccminstall.exe" ALLUSERS=2 (Note that you need the double quotes around the path, but not the parameter).

Q: Our PC's are set up with limited user privileges. Can I run cc-Modeler in a restricted environment?
A: Yes, just install cc-Modeler in a folder which has both read and write privileges. This generally means a different folder to the default, as "c:\program files\cc-modeler" would generally not have write-access in this case. Note  that you also need to do the initial setup from an administrator account in this case.

Q: What is the maximum number of call per hour that cc-Modeler Lite can handle.
A: You can have 9999 calls per half hour i.e. 19998 calls per hour. 

Q: I have changed the color of a graph but when I start cc-Modeler again it has reverted to the original color.
A: Yes, changes to graph colors and styles are not saved.

Q: When I start the evaluation copy of cc-Modeler Pro I see a message "Your system clock appears to have been set back" and the application immediately exits. I have now purchased cc-Modeler - how do I get to enter the Serial Number?
A: Contact us at support@kooltoolz.com. We will send you instructions to reset the evaluation.

smartBoard

Last updated 5th July 2004

Q: SmartBoard is now taking far longer to start up. Why is this?
A: You may not be purging old messages, or alternatively the user preferences may have SmartBoard loading all messages instead of just recent ones. a) Go to 'Tools' - 'Admin' and select 'System Options'. The 'Purge Messages After' setting is recommended to be no longer than 30 days (i.e. SmartBoard will automatically delete Chat Messages after 30 days). b) Go to 'Tools' - 'User Options' and select the  'Preferences' tab. The 'Show Messages Within' setting specifies how long messages will be visible for (the others are still there, just not shown). We recommend setting it at no more than several days. (Note that this must be set for each existing user, plus set as 'Default User Options' for new users). 

Q: SmartBoard appears to 'hang' for several seconds every so often. Why is this?
A: The most likely cause is that there are a lot of messages or that they aren't being purged (see the FAQ above). SmartBoard reloads all the Info Board and Chat Messages every few minutes. (This is defined by the parameter 'Check For Updated Information' - we recommend this be set at 1 minute. Go to 'Tools' - 'Admin' - 'System Options' and select the 'Options' tab). Note that the other relevant setting is 'Check For New Flashes & Messages' - this should be set at, say, 10 seconds (unless you have more than 50 users in which case refer to the on-line help for recommendations).

Q: I have downloaded the SmartBoard evaluation copy, however I am having difficulty installing it for multiple users?
A: Installation instructions are now on the download page - please go back to there and print a copy. If you are still having problems just contact us at support@kooltoolz.com

Q: I send a Flash but do not get any notification even though I have Blink and Beep set.
A: The person sending a Flash or Message is not notified themselves - only other users are notified. If you are demonstrating SmartBoard in a single user environment we suggest you add  '/demo' to the SmartBoard startup command line. This will notify the sender as well. 

Q: How do I make SmartBoard start automatically when I boot the PC?
A: When you install SmartBoard from Setup.exe, one of the screens asks 'Select Program Folder'. The default is 'StartUp' - if you accept this default then SmartBoard will start automatically as part of Windows startup. Alternatively you can add the SmartBoard shortcut manually to the folder Windows\Start Menu\Programs\StartUp

Q: How do I fix excessive 'jitter' on the Flashes scroll?
A: This is usually caused by having 'Smooth Edges of Screen Fonts' set in your display settings. Click the right mouse on the Windows Desktop to get to 'Properties'and clear this option under 'Effects' (Windows 98) or 'Plus' (Windows NT).

Q: I want to increase the height of the 'Flashes' window, however sometimes it won't let me make it more than 3 lines
A: The number of lines you can have is related to the width as well. You can have up to 5 lines if the width is less than 7cm (approximately), otherwise the maximum lines are 3. (This restriction has been changed in V1.4)

Q: How can I see who is logged on at the moment?
A: Choose 'Help About SmartBoard' from the Help menu and click on he 'Details' button.

Q: Do I need a dedicated SmartBoard 'server'?
A: Not really - the database server location can be a user PC provided that it is not rebooted or logged off during operating hours. However if you have more than 40 concurrent users you should consider locating the database on a file server or dedicated PC.

Q: How much load does SmartBoard put on the network?
A: Very little - see 'network requirements' in the on-line help

Q: How can I keep an audit trail of chat messages.
A: Set the purge period for messages as, say, 30 days (on the Backup/Purge tab under 'System Options'). Then have each user's options set to show messages for 1 or 2 days (set from the Preferences' tab on Default User Options.

Q: How can I keep a complete audit trail of Flashes, including each update to a Flash and when they were cleared.
A: Version 1.4 now keeps a full history log, including a view and search facility.