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Nortel Networks ipView Software Wallboard
Set Up and Operation Guide
© 2002 Nortel Networks
P0988907 Issue 04 (06)
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How To Use This Guide 3
1
How to use this guide
Introduction
This guide is designed to assist a System Manager in the installation, set up and operation of
Nortel Networks ipView Software Wallboards.
Use this guide as an ongoing reference. This chapter tells you what to expect as you read this
guide and how information in this guide is presented.
How this guide is organized
The Nortel Networks ipView Software Wallboard Set Up and Operation Guide is organized
according to the following chapters:
How to use this guide — provides a brief overview identifying the organization of this guide.
System Overview — describes the overall functionality of Nortel Networks ipView, and
describes the minimum PC and Operating System requirements of ipView. It also describes the
Operating System compatibility of ipView.
Installing ipView — describes installation prerequisites and how to install the Nortel
Networks ipView software.
Using ipView — describes starting to use Nortel Networks ipView, including starting and
closing ipView. This chapter also explains the different views within ipView.
Configuring ipView — describes how to configure ipView with your preferred operational
settings.
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System Overview
2
System Overview
Introduction
Nortel Networks ipView Software Wallboard is a Windows® software application that provides
a software based IP enabled wallboard on the PC desktop of Call Center Agents.
Nortel Networks ipView Software Wallboard is often referred to as the ipView SoftBoard.
Overview
Call Center Statistics and Messages from the Nortel Networks Call Center Reporting application
are displayed in Real Time on the ipView SoftBoard.
Audible Alerts can be associated with certain events, and histograms can be displayed to
graphically show the changes in a particular Call Center parameter over a rolling period of 15
minutes.
Configuring Nortel Networks Call Center Reporting to operate with ipView is exactly the same
as configuring Nortel Networks Call Center Reporting to operate with a hardware wallboard.
(See the Nortel Networks Call Center Reporting Set Up and Operation Guide, Chapter 6:
Wallboards).
The ipView SoftBoard is completely compatible with the ipView Hardware wallboard, and a
mixture of ipView hardware wallboards and ipView SoftBoards can be configured within the
Nortel Networks Call Center application.
Additionally, ipView SoftBoards can relay their input to any number of other IP enabled
wallboards, either ipView hardware wallboards or ipView SoftBoards.
On-Line Context-sensitive Help is available within ipView by pressing the F1
!
key.
ipView Languages
Note that you can have the ipView SoftBoard operating in English, French, Spanish, Italian or
German.
Furthermore, it does not have to operate in the same language as the Nortel Networks Call
Center Reporting MIS. This allows you to install different language versions of the ipView
SoftBoard amongst your Call Center Agents.
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System Overview 5
For example, you may have your Nortel Networks Call Center Reporting application operating in
the French language, and have a mixture of English speaking and French speaking Agents.
You could install a mixture of ipView SoftBoards, in English and French, amongst your Call
Center Agents, as appropriate.
Although (in our example) the Nortel Networks Call Center Reporting application will transmit
the wallboard statistics in French, the ipView SoftBoards operating in English will locally
translate the received parameter abbreviations and long descriptions into English before
displaying them to the Agent.
PC requirements
Component
Specification
Platform
IBM™ Compatible PC
Pentium 1 (or equivalent) minimum
200MHz minimum
16Mb minimum
Microprocessor
Microprocessor speed
RAM
Free hard disk space
Network Interface
Network Protocol
Display Type
2Mb minimum
Network Interface Card
TCP/IP protocol
SVGA display
Display (Graphics) Card SVGA graphics card
Operating System Requirements
ipView will operate on the Windows 95TM rev B (or later version) operating system.
Operating System Compatibility
ipView has been verified for correct operation on the following Operating Systems:
Operating System
Windows 95
Windows 98
Version
4.00.950 B
4.10.2222 A
Windows Millennium Edition 4.9.3000
Windows NT
4.00.1381
Windows 2000
5.00.2195
Windows XP Professional
Version 2002
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6
Installing ipView
3
Installing ipView
Installation of the ipView Software Wallboard
You can install the ipView SoftBoard onto any PC Desktop that is connected via the network to
the Nortel Networks Call Center Reporting Master Client PC, with the TCP/IP protocol.
Note that you can have the ipView SoftBoard operating in English, French, Spanish, Italian or
German.
It does not have to operate in the same language as the Nortel Networks Call Center Reporting
MIS.
This allows you to install different language versions of the ipView SoftBoard amongst your Call
Center Agents.
To install the ipView SoftBoard onto an Agent desktop, go to the Agent PC and perform the
following steps.
Installing Nortel Networks ipView Software Wallboard
1. Exit any Windows programs that are running.
2. Start your internet Browser (such as Internet Explorer or Netscape), and use it to connect
to Port 6800 on the Business Communications Manager. Do this by entering into the
browser Address Bar the IP Address of the Business Communications Manager and the
the IP Address of your Business Communications Manager for the 10.10.10.1 shown in
the example above.)
3. Nortel Networks Unified Manager page will appear in the browser.
4. Click on the Install Clients link.
5. The Install Clients page will appear in the browser.
6. Click on the web link to download ipView. (You may need to scroll down through the
page to see the buttons which download ipView.)
7. Click on the Install ipView button.
8. A dialog will appear from which you can select to either Run this program from its
current location or Save this program to disk. The default option is Save this
program to disk. Click on OK.
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Installing ipView 7
9. Several progress bars appear as the installation routine prepares itself. Presently the
Nortel Networks ipView SoftBoard language selection dialog appears. Select the
language you wish to install, and then click OK.
10. The ipView Splash Screen and the Welcome screens appear.
11. The Choose Destination Location window appears.
12. Click Next to accept the default location. To change the folder location, click Browse,
choose another folder location and then click Next.
13. Select the language in which your copy of Nortel Networks Call Center Reporting Master
is running.
Note that this is not the language in which you wish ipView to operate.
The language in which ipView will operate was selected in step 9. This
step tells this copy of ipView what language the data being sent to it by the
Nortel Networks Call Center Reporting Master PC will be in. This allows
ipView to translate it (if required) into the language selected in step 9.
!
14. When the installation routine has finished, the Setup Complete window appears.
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Using ipView
4
Using ipView
Starting the ipView SoftBoard
Double-click on the ipView icon on the PC desktop.
Short View
The ipView window will appear. The first time you start ipView it will open in its default view,
which is the Short View (Diagram 1).
Diagram 1: ipView First Time Start Up
Note that each time you start ipView the parameter values will be blank until
ipView has received some data from Nortel Networks Call Center Reporting or
another ipView SoftBoard which is echoing to yours. (For a description of
echoing, see page 24.)
!
If the IP address of your copy of ipView has been configured in the Wallboards Tab of the Nortel
Networks Call Center Reporting Configuration, and the Nortel Networks Call Center Reporting
application is operational, presently ipView will start to display information.
The information it receives will depend on what has been configured by the System Manager of
the Nortel Networks Call Center Reporting application. A typical ipView display is shown in
Diagram 2.
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Configuring ipView 9
Diagram 2: Typical ipView Display.
To better understand what the abbreviations represent, point to one of the abbreviations and you
will see a ‘tip’. See Diagram 3.
Diagram 3: Short View With a ‘Tip’
If the System Manager of the Nortel Networks Call Center Reporting has set a threshold for any
of the parameters which are being displayed on your copy of ipView and one of those parameters
exceeds that threshold, the parameter value will be displayed in blinking red.
In Diagram 4, a call has waited in the Queue for a period of time in excess of the threshold set by
the System Manager.
The Parameter is said to be ‘in the alarm state’.
If the System Manager has configured it, there may be an associated audible alert.
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Using ipView
Diagram 4: Short View with a Parameter value in Alarm.
Shutting Down ipView
To shut down ipView, left-click with the mouse on the button top-right in the ipView window, as
shown in Diagram 5.
Diagram 5: ipView Close Button.
You will be presented with a small dialog box asking you to confirm that you wish to close down
your copy of ipView, as shown below in Diagram 6.
Diagram 6: Confirm Close dialog.
Click on OK to close ipView, or click on Cancelto leave ipView running.
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Configuring ipView 11
Long View
You can set ipView to operate in another view, called Long View. In Long View the two-letter
abbreviations for the parameters are replaced by longer descriptions. When you first start to use
ipView you may find it convenient to use the Long View until you become familiar with the
parameters that are being sent to you from the Nortel Networks Call Center Reporting.
To select Long View, right-click in the ipView window and a small menu will appear. See
Diagram 7.
Diagram 7: The Right-Click Menu, Set Long Viewhighlighted.
The first option is Set Long View. Selecting this will cause ipView to adjust its view to the
Long View. See Diagram 8, below.
Diagram 8: Long View.
As you can see in Diagram 8, the abbreviations have been replaced by longer descriptions which
inform you of the exact nature of the value which is being displayed.
Parameters which go into the alarm state are displayed in the Long View in the same manner as
they are displayed in the Short View. See Diagram 9.
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Using ipView
Diagram 9: Long View with a Parameter in the Alarm State
Message View
If Nortel Networks Call Center Reporting sends a message to the ipView SoftBoard it is
displayed in the Message View window. See Diagram 10. (Message View windows will appear
whether ipView is currently in Short View or Long View.)
Diagram 10: Short View with a Message View window.
Messages may be sent from the Nortel Networks Call Center Reporting if:
•
•
A parameter goes into the alarm state and has a message associated with it
A scheduled message has been set to go at a certain time and that time has been
reached
•
The System Manager or Skillset Supervisor decides to send a one-off message
All of these messages will be displayed in a Message View window.
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Configuring ipView 13
The Message View window will be automatically removed when the message has been displayed
for a short period.
Parameter View
By clicking with the left mouse button on one of the parameter values (that is, on the digits not
the abbreviation or description) the Parameter View window will be activated.
This will display the chosen parameter value in a large font so that an important parameter can
be more easily monitored by a busy Agent. They need only glance at ipView to see the
important parameter’s current value.
Diagram 11 shows the Parameter View window with ipView in Long View. (Of course, the
Parameter View window can be activated in either Long View or Short View.)
Diagram 11: Parameter View window in Long View.
To close the Parameter View window, click once more on the selected parameter value.
Note: You do not have to close the Parameter View to change the displayed parameter. With the
Parameter View displayed, to display a different parameter within the Parameter View window
click with the left mouse button on the new parameter value.
History View
By clicking with the left mouse button on one of the parameter abbreviations or descriptions the
History View window will be activated.
This will display a histogram representing the chosen parameter showing a column representing
the minimum and maximum values for each minute, for up to 15 minutes.
This allows the Agent to see the current trend for a selected parameter.
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Using ipView
As each minute passes a new column will be added to the right hand end of the graph
representing the minute which most recently expired. Previous columns will move to the left to
make room for the new column.
Diagram 12 shows History View graph with ipView in Short View. (Of course, the History
View window can be activated in either Long View or Short View.)
Diagram 12: History View with ipView in the Short View.
To close the History View window, click once more on the selected parameter abbreviation or
description.
Note: You do not have to close the History View to change the displayed parameter trend. With
the History View displayed, to display a different parameter trend within the History View
window click with the left mouse button on the new parameter abbreviation or description.
Summary View
When the Nortel Networks Call Center Reporting application sends a summary to the
wallboards, it sends the daily and hourly totals for the following parameters:
•
•
•
•
Incoming Calls
Outgoing Calls
Abandoned Calls
Grade of Service
When a summary is received by ipView, it stores the hourly values so that when subsequent
summaries are displayed by ipView it can show a series of four graphs showing the trend of the
daily values of each of these parameters in turn.
Diagram 13 shows a montage of the various graphs that are displayed. (Only one graph is
displayed at a time. After a short duration the displayed graph is replaced by the next one.)
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Configuring ipView 15
The Summary View window will display itself whenever a summary is received from the Nortel
Networks Call Center Reporting application, whether ipView is in Long View or Short View.
Diagram 13: Montage of Summary Graphs with ipView in Short View.
There is no need to manually close the Summary View.
Once the final graph has been displayed for a short period the Summary View will be closed
automatically.
Note that the parameter values are removed for the duration of the summary. They
!
will be re-displayed when the MIS next sends information to ipView.
Tooltray Icon
When ipView is running, a small ipView icon is placed in the Tooltray at the bottom right hand
corner of the PC desktop, as shown in Diagram 14.
Diagram 14: Typical Tooltray with the ipView icon next to the digital clock.
Right-clicking with the mouse on the ipView tooltray icon will cause the menu shown in
Diagram 15 to appear.
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Using ipView
Diagram 15: Tooltray Menu.
Re-play Summary
Selecting this option causes the Re-play Summary sub-menu to appear, as shown in Diagram 16.
Diagram 16: Re-play Summary sub-menu.
These options allow you to re-play the most recently received summary. You can choose to
view Allof the graphs again, or just select to re-play a single graph of interest, either:
Incoming, Outgoing, Abandoned or Grade of Service.
Configuration
Selecting this option allows you to have access to the ipView Configuration Property Pages.
Configuration is described in the section Configuring ipView, on Page 18.
About ipView
Selecting this option causes the dialog shown in Diagram 17 to appear. The details of your
version of ipView may differ slightly than those shown here.
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Configuring ipView 17
Diagram 17: ipView About Box
In order for the System Manager to configure your copy of ipView within Nortel
Networks Call Center Reporting, they will need to know the IP Address of your
PC. The ipView About box provides a simple and quick way of discovering your
IP Address.
!
Close ipView
Selecting this option starts the shut-down process, in exactly the same fashion as if the button
top-right on the ipView window had been clicked. (See Shutting Down ipView, page 10).
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Configuring ipView
Configuring ipView
Introduction
Many of the properties of ipView can be changed or customized, and ipView will remember the
settings you have changed and will use these the next it is started.
The settings and options are all located within the ipView Configuration property Pages.
Accessing the Configuration Property Pages
To access the Configuration Property Pages, right-click in the ipView window and a small menu
will appear. See Diagram 18.
Diagram 18: The Right-Click Menu, Configurationhighlighted.
The second option is Configuration. Selecting this will cause the ipView Configuration
Property Pages to appear. (See Diagram 19.) There are three tabs within the ipView
Configuration Property Pages. The options which can be selected and set are grouped together
under these headings:
•
•
•
View
Graphing
Echoing
The View Tab groups together options which relate to ipViews appearance and position on the
PC desktop.
The Graphing Tab groups together options which relate to ipViews graphs and sounds.
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Configuring ipView 19
The Echoing Tab groups together the options which control the echoing of the received data to
other wallboards.
View Tab
The View Tab is shown below, in Diagram 19.
Diagram 19: Configuration – View Tab.
View Options
ipView can be viewed either in Short View or Long View.
In Short View abbreviations are used to display the parameter identity and in Long View more
complete text descriptions are used to display the parameter identity.
Most users start by using Long View for a few days until they get to know which parameters are
being sent to them. Then they change to Short View, as this takes up less screen area.
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Configuring ipView
You can choose which view you prefer ipView to start up in each time ipView is launched.
To have ipView start up in the Short View, click the Short View option radio button.
To have ipView start up in the Long View, click the Long Viewoption radio button.
Always On Top Options
When you have several programs running on your desktop their windows will overlap so that
only a portion of some windows will be visible, because other windows are ‘in front’ or ‘on top’
of them.
Some smaller programs may be completely obscured by other larger windows.
The way in which ipView positions itself with respect to the windows of other programs can be
specified. The options are:
Always On Top
The ipView window is always visible, it stays ‘in front’ of all other application windows, even
when the other applications are the currently active window.
This allows you to be using a full-screen application and still see the ipView window.
Never On Top
The ipView window is only visible when there are no other applications or windows opened ‘on
top’ or ‘in front’ of it.
On Top For Alerting
This option behaves like the Never On Top option, except that if ipView receives either a text
message or a summary, or a parameter goes into the Alarm state, the ipView window will move
to the front so that you can see it.
Using any of the windows of the other applications causes them to move in front of the ipView
window once again.
Last Position Options
ipView can be configured to start up at either its default location (top-right on the desktop) or the
screen position at which ipView was previously closed down.
To have ipView start up at its last screen location, click the Open at last location
option radio button.
To have ipView start up in the default location, click the Open at default location
option radio button.
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Configuring ipView 21
Graphing Tab
The Graphing Tab is shown below, in Diagram 20.
Diagram 20: Configuration – Graphing Tab.
Trend Graph Colours
The colours used in the History View trend graph for the Maximum and Minimum portions of
the histograms can be defined.
The colours currently being used are displayed.
To specify the colour used for the Minimum portion of the trend graph columns, click on the
Change button beside the Minimum Colour option.
To specify the colour used for the Maximum portion of the trend graph columns, click on the
Changebutton beside the Maximum Colour option.
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Configuring ipView
Summary Options
Display Range
Summaries can be configured to show the previous 12 hours or the previous 24 hours.
Select either 12 Hour or 24 Hourfrom the Display Rangedrop-list.
Re-play Duration
The most recent summary can be replayed by right-clicking on the ipView icon in the tooltray,
and selecting the Re-play Summary option.
When you select to Replay All, the Incoming Summary, Outgoing, Abandoned and Grade of
Service summaries are displayed in turn.
You can specify the period each of these summaries is displayed for, by selecting 10 sec, 15
sec, 20 sec, 25 sec or 30 secfrom the Re-play Durationdrop-list.
Sound Options
When a parameter enters an alarm state, or a Summary is received (or replayed) ipView will
provide an audible alert.
Note that this is dependant on the System Manager specifying in the Configuration
of the Nortel Networks Call Center Reporting application that your SoftBoard
should receive audible alerts.
!
The audible alert can be configured to be a simple default bleep or a sound file (.WAV) can be
specified. Different (or the same) sound files can be played for Alarm alerts and Summary
alerts.
The audible alert can also be turned off. To turn off the audible alert, click the radio button
beside the ‘crossed speaker’ icon.
To specify whether to play the default bleep or a sound file click on either the Default
Bleepoption radio button or the Sound Fileoption radio button.
Note that the way your PC reacts to the default bleep depends on the way your
Sounds have been mapped within your PC. For example, Microsoft Themes may
re-map your sounds in such a way that the default bleep is inaudible. If you
cannot hear the default bleep option, use the Sounds option within Control Panel
to map the default system sound to something which is audible on your PC.
!
The sound of the default bleep also depends on whether your PC is fitted with an
internal speaker or a ceramic buzzer. One some PCs the default bleep is a barely
audible ‘click’ sound. In these circumstances it is preferable to play a sound file.
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Configuring ipView 23
If you select the Sound Fileoption, the Alarm Fileand Summary File Browse
buttons become active. They become inactive if the Default Bleepoption is selected.
When the Sound File option is selected the Browsebuttons can be used to browse your hard
disk to select a sound file (.WAV) that you wish to use as the Alarm or Summary audible alert.
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Configuring ipView
Echoing Tab
The Echoing Tab is shown below, in Diagram 21.
Diagram 21: Configuration – Echoing Tab
Data Echoing Options
The ipView running on one computer can be configured to send any information it receives to
other copies of ipView running on other computers, or to ipView physical (hardware)
wallboards.
This is called ‘echoing’.
There is no limit to the number of copies of ipView (or ipView physical wallboards) that can be
echoed to.
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Configuring ipView 25
To configure ipView to echo to other wallboards, click the Send to other wallboards
option checkbox, to place a tick in the checkbox. (When this option is checked, the Data
Echoing IP Address Listand its Addand Removebuttons become active.)
Port Number
You will not normally need to change this value.
This is the Port number on which the ipView software will listen for incoming data, and which it
uses to echo to other wallboards. It may require changing if you wish to address wallboards that
are on the other side of a firewall, and your network administrators have decided on a particular
range of Port numbers which software must use in order to communicate through the firewall.
If your network administrator advises you to change your Port number to a new value, overtype
the old value and click the Applybutton.
Note that you must close down and restart ipView before the new setting will take place.
Data Echoing IP Address List
This is used to hold the list of IP addresses that you want ipView to echo to.
To add a new entry to the list, type it into the dotted edit field above the Addand Remove
buttons, and then click the Addbutton.
To remove an entry from the list, highlight it in the list and then click the Removebutton.
Note that if you want to turn echoing off, you do not need to remove all of the
entries from the list. All you have to do is to un-check the Send to other
wallboards checkbox.
!
Note that ipView expects the IP Addresses in the Data Echoing IP Address List to remain
constant. If they are altered then the Data Echoing IP Address List should be amended to match.
This will not happen without manual intervention on a physical Wallboard. However, if the
Wallboard being echoed to is an ipView Software wallboard running on a PC that uses DHCP to
obtain its IP Address, then the IP Address of the PC could be subject to change. DHCP enabled
PCs usually receive the same IP Address each time they re-boot. However, if the PC has been
turned off for a period in excess of the IP Address lease time for your network and the IP
Address has been allocated to another PC, then it will receive a new IP Address.
If the IP Address of a physical Wallboard or an ipView Software Wallboard changes,
the Data Echoing IP Address List must be updated to reflect the new IP Address of
the Wallboard device.
!
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Configuring ipView
Index
.
L
.WAV sound files, 22, 23
Languages, 4, 5, 6, 7
Long View, 11, 12, 13, 14, 15, 19, 20
A
M
About ipView, 16, 17
Alarm Sound File, 23
Alarm State, 9, 10, 11, 12, 20, 22
Always On Top, 20
Maximum Colour, 21
Message View, 12, 13
Minimum Colour, 21
Audible Alert, 4, 9, 22, 23
Audible Alerts - turning off, 22
N
Never On Top, 20
C
Nortel Networks Call Center Reporting, 4,
5, 6, 7, 8, 9, 11, 12, 14, 15, 17, 22
Nortel Networks Call Center Reporting Set
Up and Operation Guide, 4
Configuration Property Pages, 16, 18
Configuring ipView, 3, 16, 18, 19, 20
Configuring Nortel Networks Call Center
Reporting, 4, 8, 22
O
Confirm Close Dialog, 10
On Top For Alerting, 20
On-Line Help, 4
D
Data Echoing, 19, 24, 25
Default Bleep, 22, 23
DHCP, 25
Open at default location, 20
Open at last location, 20
Operating System Compatibility, 5
Operating System Requirements, 5
Display Range, 22
E
P
Echoing Tab, 18, 19, 24
Parameter Abbreviations, 5, 9, 11, 13, 19
Parameter Descriptions, 5, 11, 13, 19
Parameter View, 13
G
PC Requirements, 5
Graphing Tab, 18, 21
Graphs, 14, 15, 16, 18
R
H
Re-play Duration, 22
Re-play Summary, 16, 22
Right-Click Menu, 11, 18
History View, 13, 14, 21
How this guide is organized, 3
How to use this guide, 3
S
I
Short View, 8, 9, 11, 12, 13, 14, 15, 19, 20
Shutting Down ipView, 10, 17
Starting ipView, 8
Summary Sound File, 23
Summary View, 14, 15
Installing ipView, 3, 4, 5, 6
IP Address, 8, 17, 25
ipView Icon, 8
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Index 27
System Overview, 3, 4
Tooltray Icon, 15
Tooltray Menu, 15, 16
T
V
TCP/IP protocol, 5, 6
Tip, 9
View Tab, 18, 19
Tooltray, 15, 22
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