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Northern Telecom NAC, User Manual

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19-86   Statistics groups

P0724352   Standard 1.0    November 1994

Table 19-5
DNIS statistics fields

Menu # and Entry

Column Heading

Graph Heading

Description

Formula

18. Telephone service level

SRV
LVL
%

Srv Level

The Telephone Service Level represents the percentage of calls, answered and/or abandoned, within
the defined service threshold time. This formula produces meaningful results when comparing DNIS
numbers which use the same service threshold.

( [(Calls An Calls Abandoned) – (Num Ans After Thrsh + Num Abd After Thrsh)]

×

 100 ) 

÷

 (Calls An Calls Abandoned)

Summary of Contents for NAC

Page 1: ...e trademarks of Northern Telecom HP RuggedWriter DeskJet PaintJet LaserJet and Vectra are trademarks of Hewlett Packard UNIFY DBMS is a registered trademark of Unify Corporation DEC VT and LA 195i are trademarks of Digital Equipment Corporation XENIX and MS DOS are registered trademarks of Microsoft Corporation ENP and Ethernet are copyrights of Communication Machinery Corporation PC and AT are tr...

Page 2: ...ministration Center Supervisor s User Guide Product release 2 iii Publication history November 1994 The document was issued as the Network Administration Center NAC 2 Supervisor s User Guide P0724352 Standard 1 0 ...

Page 3: ... 1 Meridian 1 switch 1 1 NAC data flow 1 2 NAC features 1 4 NAC security features 1 4 NAC input features 1 5 NAC output features 1 5 NAC control features 1 6 Network administrator 1 7 Network supervisors 1 7 Network operations 1 8 X11 software requirements 1 12 Hold in Queue for IVR 1 12 NAC limitations 1 13 NAC maximum values 1 13 The NAC workstation 2 1 Supervisor workstations 2 1 Printers 2 2 M...

Page 4: ...Paging up and down 2 21 Function keys 2 22 View help text and more commands 2 22 Screen 2 22 Editing fields 2 23 Printing 2 23 Getting started 3 1 Logging in 3 1 Encountering login problems 3 2 Main menu 3 3 Main menu options 3 4 Selecting menu options 3 6 Entering network administration mode 3 7 Profile Maintenance 4 1 Accessing this feature 4 1 Function keys 4 2 Fields 4 4 Queue Statistics Displ...

Page 5: ... Field restrictions 7 4 Function keys 7 6 Fields 7 8 Tabular Format Definition 7 18 Function keys 7 19 Fields 7 21 Completing the columns 7 23 Creating a standard tabular report an example 7 26 Creating a customized tabular report an example 7 28 Graphic Format Definition 7 31 Graph terminology 7 32 Describing the screen 7 33 Function keys 7 34 Fields 7 36 Creating a graph an example 7 38 Formula ...

Page 6: ...ing this feature 10 1 Function keys 10 2 Logging into a remote site 10 2 Logging out of a remote site 10 4 Standard management reports 11 1 Disclaimer 11 2 Report key fields 11 2 Title page 11 3 Summarized ACD DN Performance Report 11 4 Statistics on the Summarized ACD DN Performance Report 11 6 Interpreting the report 11 7 ACD DN Delay Before Answering Report 11 8 Statistics on the ACD DN Delay B...

Page 7: ...Report 11 34 Statistics on the Network Trunk Utilization Report 11 36 Interpreting the report 11 36 Diverted Call Profile Report 11 37 Statistics on the Diverted Call Profile Report 11 39 Interpreting the report 11 40 Target ACD DN Calls Profile Report 11 41 Statistics on the Target ACD DN Calls Profile Report 11 43 Interpreting the report 11 44 Network ACD DN Performance Report 11 45 Statistics o...

Page 8: ... Parameters 12 13 Function keys 12 13 Fields 12 14 Create or Modify Network Change Orders 12 15 Function keys 12 16 Fields 12 18 View Transaction Log 12 19 Function keys 12 20 Execution Queue 12 21 Function keys 12 22 Fields 12 22 Network Configuration Control ad hoc mode 13 1 Accessing this feature 13 1 Ad hoc mode day tables 13 2 Function keys 13 3 Ad hoc mode night tables 13 6 Function keys 13 ...

Page 9: ...Definition 15 15 Function keys 15 16 Fields 15 17 Network Definition 15 19 Function keys 15 19 Fields 15 20 Display NACD DN Selection 15 22 Function keys 15 23 Fields 15 24 Display CDN Selection 15 27 Function keys 15 28 Fields 15 29 NACD DN CDN Definition 15 32 Function keys 15 32 Fields 15 33 Language Options 15 34 Function keys 15 34 Fields 15 35 Miscellaneous Options 15 36 Function keys 15 36 ...

Page 10: ...initial screen 17 3 Function keys 17 3 Fields 17 4 Read Message 17 6 Accessing this feature 17 6 Function keys 17 7 Fields 17 8 Read Previous Message 17 9 Accessing this feature 17 9 Function keys 17 9 Fields 17 10 Compose Message 17 11 Accessing this feature 17 11 Function keys 17 12 Fields 17 13 Sending a message to one or more locations 17 13 Sending a broadcast message 17 14 Incoming Superviso...

Page 11: ...ion ACD DN data fields 19 3 Destination ACD DN statistics fields 19 9 Overflow statistics 19 42 Overflow data fields 19 42 Overflow statistics fields 19 47 Route statistics 19 56 Route data fields 19 56 Route statistics fields 19 60 Trunk statistics 19 69 Trunk data fields 19 69 Trunk statistics fields 19 71 DNIS statistics 19 81 DNIS data fields 19 81 DNIS statistics fields 19 82 Activity code st...

Page 12: ...xiv Contents P0724352 Standard 1 0 November 1994 RAN route statistics 19 106 RAN route data fields 19 106 RAN route statistics fields 19 107 List of terms 20 1 ...

Page 13: ... represent a specific key on the keyboard When two or more such keys appear side by side all the keys must be pressed simultaneously to achieve the desired effect For example press RETURN or CONTROL R to begin the procedure Note RETURN and ENTER are interchangeable Commands Words within square brackets represent the generic name attached to a specific function key For example Commands For more inf...

Page 14: ...le Italicized text represents the name of a specific field on a screen or report For example Move the cursor to the Display Name field Network Configuration Control Text in quotation marks represents references to other areas of this document For example Refer to the Profile Maintenance chapter NAC Operations Italicized text represents references to other documents For example Refer to the NAC 1 0...

Page 15: ...ade Guide for Meridian MAX 3 4 4 6 and 5 Systems 553 4001 212 Meridian MAX 6 Platform Upgrade Guide for ACD MAX 3 4 and ACD D Systems 553 4011 800 NAC 1 0 System Messages P0734020 NAC 1 0 Network Supervisor s User Guide P0743664 Meridian MAX 5 Supervisor s User Guide P0743656 Meridian MAX 5 Supervisor s Reference Guide 553 4001 111 Meridian MAX 5 Installation Guide 553 4001 811 Meridian MAX 5 Main...

Page 16: ...01 911 Meridian MAX 4 Overview P0737511 Meridian MAX 4 Supervisor s User Guide 553 4001 101 Meridian MAX 3 4x Installation NAC Appendix 1 Connectivity 553 4001 002 Meridian MAX 3 3 Master Indes 553 4001 101 Meridian MAX 3 3 Installation 553 4001 501 Meridian MAX 3 3 Operations 553 4001 801 Meridian MAX 3 3 System Messages 553 4001 901 Meridian MAX 3 3 Overview P0730129 Meridian MAX 3 3 Supervisor ...

Page 17: ...y terminal for supervisor displays and a console for a maintenance display If another VDT is used a difference may be noticed between the function key menu as it appears on the screens and the function key menu as it appears in this document This is due to the different keyboards that can be used with the NAC display terminal Refer to The NAC workstation chapter for more information ...

Page 18: ...p to 10 nodes on the network there is never more than one NAC Meridian MAX The Meridian MAX is an automatic call distribution management system It receives the call data from the Meridian 1 and records it into the Meridian MAX historical database This data is displayed through the activity screens as it is processed It can also be accessed through a variety of reports Meridian 1 switch The Meridia...

Page 19: ...handled by the resident Meridian 1 switch This data is used by the nodal supervisors to assist them in monitoring their node Nodal supervisors may issue network configuration control commands to reconfigure the call flow for their specific node Each node also sends call data to the NAC on a regular basis The NAC s supervisors use this information to monitor the network Network supervisors may exec...

Page 20: ... commands Supervisor messaging Calls transferred MERIDIAN 1 containing Meridian MAX ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ MERIDIAN 1 containing Meridian MAX MERIDIAN 1 containing Meridian MAX ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ ÏÏÏÏÏÏ Chicago 1 2 3 1 1 3 1 1 4 1 1 2 4 4 2 2 3 2 2 3 2 Incoming call data 4 ...

Page 21: ...im if they are unavailable Typically the network administrator enables and disables features for each system user when the supervisor definition records are created For more information refer to the Supervisor definition section in the Parameter Administration chapter the network supervisor s network administrator s login password optional The login password is an optional security measure System ...

Page 22: ...call data is a status report on the activity experienced by the sending node This information is processed by the NAC and made available to the supervisors The data is not stored at the NAC site In addition the Meridian MAX node sends data for the reports requested by the NAC NAC output features The NAC provides information to its users through two media workstations and printers Real time data ap...

Page 23: ...nt Schedule Definition Parameter Administration Personnel File Definition Supervisor Definition Time Frames Definition Threshold Definition Network Definition Display NACD DN Selection Display CDN Selection NACD DN CDN Definition Language Options Miscellaneous Options Active control features There are a number of active NAC control features These features require information when they are used and...

Page 24: ... network administrator per shift Features available to network supervisors are available to network administrators For the purposes of this document each person who knows the network administration password is considered a network administrator The network administrator has exclusive access to the Parameter Administration and Schedule Definition features Network supervisors The NAC can have severa...

Page 25: ...ices in Toronto Chicago and Los Angeles Each branch office uses a Meridian 1 switch and a Meridian MAX node The main office is the NAC site Figure 1 2 Network operations example part 1 Los Angeles Chicago Toronto Calls Calls Calls Figure 1 2 shows all three branch offices receiving a normal load of calls Incoming calls are not overflowed between sites because each branch office has enough agents a...

Page 26: ...cy within their queues They also send a supervisor message to Houston requesting that some of the calls be overflowed to other nodes None of the nodes can see the amount of activity at the other sites However the NAC can see the activity at all attached nodes This allows the supervisors to determine which queues are least active and most likely able to handle an increase in calls The Houston super...

Page 27: ...el the overflow commands for its Meridian MAX This prevents any more calls from being transferred from Toronto Meanwhile the Chicago nodal supervisors enter network configuration control commands to improve the efficiency of their own queues and request assistance from Houston Again the supervisors determine which queues are least active and most able to handle an increase in calls The Houston sup...

Page 28: ...nwhile the Chicago office has passed its peak time and resumes its normal load The Toronto office has closed Chicago and Los Angeles nodal supervisors enter network configuration control commands to adjust their own queues The NAC sends pre defined pre scheduled change orders to the Toronto node to set up the overflow targets for the calls that arrive there The NAC determines which Chicago queues ...

Page 29: ...new IVR data is only available when the Meridian is running X11 Release 18 and higher Hold in Queue for IVR Additional data collection can be performed relating to the X11 Release 18 Hold in Queue for IVR feature The IVR internal data fields and data columns are only accessible if the CCR EAR MIS option is enabled in the target Meridian MAX node Data for these fields exists only if the customer is...

Page 30: ... Meridian switch is running the correct level of software Release 16 and higher IVR data is only available if the Meridian switch is running the correct level of software Release 18 and higher and the Meridian MAX node s have EAR CCR enabled International language support is only apparent if the prescribed printers and terminals are used NAC maximum values The following is a list of maximum values...

Page 31: ... from the keyboard to the NAC Workstations available to the NAC can be separated into two categories personal computers PCs and video display terminals VDTs PCs supported by the NAC 2 are the IBM PS 2 30 or the Compaq Deskpro with PC AT style or PC enhanced style keyboard 512 Kbytes of RAM Paradise EGA or VGA card with 256 Kbytes of memory either one 5 25 inch floppy disk drive two floppy disk dri...

Page 32: ...de NTP 553 4011 100 Printers The NAC can use these 10 printers HP RuggedWriter HP PaintJet 3630 HP LaserJet series II HP LaserJet series III HP LaserJet series 4 HP LaserJet 4 Plus HP DeskJet HP DeskJet 500 HP DeskJet 560C DEC LA 195 does not support international languages Monitor NAC supports both color and monochrome VDTs Color is used to highlight information on a color VDT Shading is used to ...

Page 33: ...4 If you are configuring your system via a supervisor dial up the following prompt appears REMINDER If you have invoked this feature to change your terminal configuration during an active supervisor dial up session your new selection will NOT take effect To change the terminal configuration during an active dial up session you must log off and dial up again to select the new configuration If you a...

Page 34: ...ETURN If you are using a VT420 enter 2 followed by RETURN If you are using a PC workstation running Reflection 4 enter 3 followed by RETURN Go to Step 7 5 If you selected a VT220 or a VT420 as your terminal type a menu listing the keyboard types appears Select your keyboard type from the following list 1 North American Keyboard 2 United Kingdom Keyboard 3 Flemish Keyboard 4 Canadian French Keyboar...

Page 35: ...g list 1 AT style keyboard 10 function keys on left 2 Enhanced keyboard 12 function keys along top Selection If your keyboard is an AT style keyboard enter 1 followed by RETURN If your keyboard is an enhanced keyboard enter 2 followed by RETURN Samples of these keyboards are shown later in this chapter 8 The system then asks you to choose a color scheme Select the desired color scheme from the fol...

Page 36: ...rently displayed at the bottom of the screen please press Ctrl Alt N to clear them 12 If there are no function key descriptions on the screen then ignore this message If the bottom screen portion shows the function key descriptions then press CONTROL ALT N simultaneously This action clears the descriptions from the screen Please press ENTER to continue 13 Press ENTER to complete the workstation s ...

Page 37: ...nfiguring the monitor If the screen displays unusual characters or shows function keys that are not on the keyboard press CONTROL T The monitor identification screen appears and the monitor settings can be checked This command can also be used to change the background color of a color monitor If the display session is being run from a supervisor dial up connection pressing CONTROL T does not chang...

Page 38: ...tor message Feature title Selection bar System clock Function keys Selection numbers Menu items Report Pending 12 00 00 Network Configuration Control 1 Exit 2 Change Network Day Routing Tables 3 Change Network Night Routing Tables 4 View Miscellaneous Parameters 5 Run Network Configuration Update 6 Create or Modify Network Change Orders 7 Create or Modify Lists 8 View Transaction Log HELP Help F10...

Page 39: ... CHANGE ORDER NAME Standard Weekend Change Order Select t The change order name identifies the change order CHA in various menus and in the transaction log The name may be up to 40 characters in length CHA RUN A CONFIGURATION UPDATE No HELP Help PF1 Commands PF2 Remove options pop up REMOVE Erase field F20 Standard Weekend Change Order Pop up Title language indicator Text entry error line message ...

Page 40: ... Tables and Change Night Routing Tables option let HELP Exit help Help message Note The sample screens in this document are taken from VT420 workstations There are slight differences between these samples and the screens of different workstations Command menu The command menu offers a list of commands relevant to the screen being used Press Commands to display a command menu Press Commands again t...

Page 41: ...he character s the user has typed for the next entry It also displays messages from the NAC Press RETURN to send the displayed information to the system The information is examined to ensure it is not too long for the field it is a number without decimals providing the field requires a numeric entry it is an available choice providing the field requires that a number be selected from a list If the...

Page 42: ...ht side of the menu box Use the arrow keys to view the remaining entries The PREV SCRN and NEXT SCRN keys can also be pressed to move through the menu one page at a time a page on a menu is the number of lines in the menu box Alternately pressing a number followed by PAGE UP or PAGE DOWN moves the user up or down that number of pages Pressing 0 followed by PAGE UP or PAGE DOWN moves the user to th...

Page 43: ... are used to display information such as help messages and provide a work area where information can be displayed Windows always appear over the screen information Keyboard The keyboard is similar to a typewriter keyboard but contains several extra keys that perform special functions The following keyboard figures show the positions of these keys on the four keyboards supported by the NAC Figure 2...

Page 44: ... F8 F9 F10 F11 F12 1 2 3 4 5 6 7 8 9 0 _ _ TAB Q W E R T Y U I O P CAPS LOCK A S D F G H J K L Z X C V B N M SHIFT SHIFT ALT END PAGE DOWN DELETE HOME 7 8 9 4 5 6 1 2 3 E N T E R DEL INS ESC SCROLL LOCK NUM LOCK CAPS LOCK SCROLL LOCK PAUSE BREAK PRINT SCREEN SYSRQ END PGDN PGDN HOME NUM LOCK INSERT PAGE UP BACKSPACE CTRL I I ENTER ALT CTRL ...

Page 45: ...yle keyboard PC AT style keyboard 1 2 3 4 5 6 7 8 9 0 _ _ DELETE TAB Q W E R T Y U I O P A S D F G H J K L Z X C V B N M SHIFT CAPSLOCK 7 8 9 4 5 6 1 2 3 0 SPACE BAR CTRL SCROLL LOCK NUM LOCK CAPS LOCK ESC ENTER ALT NUM LOCK SCROLL LOCK SYS REQ HOME PG UP END PG DN PRT SCR INS DEL F2 F3 F4 F5 F6 F7 F8 F9 F10 SHIFT F1 ...

Page 46: ...12 BS F13 LF F14 F17 F18 F19 F20 Help Do 1 2 HOLD SCREEN PRINT SCREEN SET UP F4 BREAK 3 4 5 6 7 8 9 0 _ _ X TAB Q W E R T Y U I O P RETURN A S D F G H J K L I I Z X C V B N M SHIFT COMPOSE CHARACTER SHIFT FIND INSERT HERE REMOVE SELECT NEXT SCREEN 7 8 9 4 5 6 1 2 3 0 E N T E R PF2 PF1 PF3 PF4 PREV SCREEN LOCK CTRL COMPOSE HOLDSCREEN LOCK WAIT ...

Page 47: ... F6 F7 F8 F9 F10 F11 F12 F13 F14 F17 F18 F19 F20 Help Do 1 ECS 2 Hold Copy Print Set Up Session Break ESC BS LF 3 4 5 6 7 8 9 0 _ _ X TAB Q W E R T Y U I O P RETURN CONTROL A S D F G H J K L I I Z X C V B N M SHIFT COMPOSE CHARACTER SHIFT ALT FUNCTION COMPOSE CHARACTER ALT FUNCTION FIND INSERT HERE REMOVE SELECT PREV NEXT 7 8 9 4 5 6 1 2 3 0 E N T E R PF1 PF3 PF4 PF2 ...

Page 48: ... feature Note The keys to obtain a specific function differ depending on the type of keyboard being used All of the NAC documents assume that DEC VT420 type keyboard is being used However the NAC displays the correct key beside the function name for the workstation s keyboard Table 2 1 Generic function keys Function key Explanation HELP Help The HELP key is listed whenever a help message is availa...

Page 49: ...ption of the field PF2 Remove options pop up This version of the PF2 key is available whenever the Options pop up window is displayed and the Options pop up window provides a description Press PF2 to close the Options pop up window after reading the explanation PF2 Select no option This function of the PF2 key appears whenever the Options pop up window is displayed providing the pop up window list...

Page 50: ... to the beginning of the next word for example one word to the right of the cursor The cursor moves to the end of the word in which it is currently placed if there are no words to the right of it REMOVE Erase field This key is listed by many fields Each field which can be changed for example names ID numbers and passwords displays this function key Press REMOVE to erase the contents of the highlig...

Page 51: ...n Move up n selections or up n lines n Move to first selection or to first line ø Move down to next selection or next line Move down n selections or n lines n Move to last selection or last line ø Move right to next selection Move left to next selection Paging up and down Function VT220 or VT420 PC AT PC ENH Move upward one page PREV SCREEN PGUP PAGE UP Move downward one page NEXT SCREEN PGDN PAGE...

Page 52: ...rent screen without having to view menu n Commands Display options for selected field Options PF2 Options F2 Cancel the options display Options again Enter selection numbered n on options menu for selected field without having to display menu n ENTER View help text and more commands Function VT220 or VT420 PC AT PC ENH View Help text HELP F9 F11 View more commands F20 F10 F12 Screen Function VT220...

Page 53: ...ote If you edit a right justified field the Insert key is invalid Insert Move cursor to right one word Word Right TAB Move cursor to left one word Word Left SHIFT TAB Move cursor to beginning of field Start of line Move cursor to end of field End of line END Clear selected field Erase field REMOVE or DELETE Printing Function VT220 or VT420 PC AT PC ENH Print all available information Print Display...

Page 54: ...ted Logging in Follow this procedure to log into the NAC 1 Display the NAC login screen shown in Figure 3 1 Figure 3 1 Login screen Network Administration Center Release 2 Copyright 1994 Northern Telecom Enter supervisor ID Entrer une ID de surveillant 2 Type the login ID and press RETURN ...

Page 55: ...s not the same as entering mypassword The main menu shown in Figure 3 3 appears if the login procedure is successful Encountering login problems If the network supervisor ID entered in the login procedure is being used by someone else a pop up message appears as shown in Figure 3 2 Figure 3 2 Login contention pop up message Network Administration Center Release 2 Copyright 1994 Northern Telecom Th...

Page 56: ... without proper authorization or Press 2 to cancel the original login attempt Main menu The main menu which appears if the login procedure is successful lists all of the NAC features Figure 3 3 shows the main menu available to network administrators A network supervisor s main menu may list only some of these features The features which can be used by the network supervisor are established by the ...

Page 57: ...13 Supervisor Messaging 14 Logout Use up and down arrows to move among menu items and press ENTER to make a selection Help Help Main menu options Profile Maintenance Defines the features the supervisor can use This profile is read by the NAC when the supervisor logs into the workstation Queue Statistics Display Displays the on going status of the network queues assigned to the network supervisor P...

Page 58: ...o be grouped into a list This allows network configuration control commands and requests for network reports to be issued against all the elements in the list at one time Parameter Administration Determines the access users have to the NAC features and its databases Use of this option is restricted Refer to the Entering network administration mode section in this chapter for instructions on obtain...

Page 59: ... feature This feature should be selected whenever the workstation is left unattended to prevent unauthorized access to the network administrator s features Supervisor Messaging Allows messages to be received read prepared and sent between the nodes connected in the network Logout Provides an exit from the NAC It is recommended that this feature be used whenever the workstation is left unattended t...

Page 60: ...low this procedure to enter the network administration mode 1 Ask the network administrator if access to the Parameter Administration and Schedule Definition features has been enabled in the Supervisor Definition record 2 Verify with the network administrator that a network administration password has been assigned in the Miscellaneous Options feature 3 Select the Enter Network Administration Mode...

Page 61: ...ined by the system administrator indicates the features accessible to the supervisor Only the highlighted fields can be changed from this screen The non highlighted fields must be changed with the Supervisor Definition feature described in the Parameter Administration chapter Accessing this feature To access this feature select the Profile Maintenance option from the main menu The screen appears a...

Page 62: ...dule Defn Enabled Ntwk Config Control Enabled List Management Enabled Supervisor Messaging Enabled Tabular Printer RuggedWriter Graphic Printer DeskJet HELP Help PF1 Commands PF2 Options PF3 Edit field REMOVE Erase field F20 Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without savin...

Page 63: ...e main menu Save changes Saves the changes made to the login profile The system records the changes in the database and leaves the Commands pop up window on the screen PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for a field PF2 Select no options Removes the Options pop up window from the screen PF3 Edit field ...

Page 64: ...l If a password is entered here it must be entered during each login If this field is left blank a password does not have to be entered during the login procedure Any character including blanks may be used for this field Language Contains the language this supervisor can use to communicate with the system This language is used on all of the supervisor s displays and reports The default is the syst...

Page 65: ...nd contains about 15 lines of information If 1 is entered in this field the supervisor sees the first page of information If 2 is entered the initial display begins at the second page of information Although this single page is displayed first the supervisor is not restricted to it The scroll keys can be used to display the remaining pages The contents of each display screen page are established i...

Page 66: ...dicates whether this supervisor can enter the network administration mode Typically only the network administrator has access to this feature Ntwk Report Defn Indicates whether this supervisor can access the Network Report Definition feature Typically only the network administrator has access to this feature Parameter Admin Indicates whether this supervisor can access the Parameter Administration ...

Page 67: ...Supervisor Messaging Indicates whether this supervisor can access the Supervisor Messaging feature Typically all supervisors have access to this feature Tabular Printer Identifies the print device to be used when this supervisor prints tabular reports The default is the system s default tabular printer Graphic Printer Identifies the print device to be used when this supervisor prints graphic repor...

Page 68: ... DN Queue Statistics which displays the ongoing status of the network queues Nodal Control DN Queue Statistics which displays the ongoing status of the CDNs Note All ACD DNs CDNs in a node are highlighted on these screens if the node is down disabled or if information is not coming across the link If information is received from even one ACD DN CDN none of the ACD DN CDNs in that node are highligh...

Page 69: ...ting Virt fields which display the current values There can be up to 22 pages of queue statistics available for display The ACD DN Display Screen Page field in the Supervisor Definition feature determines which display page appears first The network supervisor can then scroll to other pages Accessing this feature To access this feature select the Queue Statistics Display option from the main menu ...

Page 70: ...0 0 0 HELP Help PF1 Commands PF3 Configuration Control F6 Print F20 Note A highlighted number on the screen indicates that a configured threshold for the field has been reached or exceeded Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit Returns the system to the main menu NACD DN Queue...

Page 71: ...e made in a pop up window which appears at the bottom of this screen For more information refer to the Ad hoc mode night tables section in the Network Configuration Control ad hoc mode chapter View Miscellaneous Parameters Displays the network link status and Meridian 1 configuration control link status for the configured node on the display This data appears in a pop up window at the bottom of th...

Page 72: ... calls are answered Svc Lvl Shows the percentage of calls answered or abandoned before the average delay threshold as defined on the node is reached Calls Aband Shows the number of calls which were abandoned during the last 10 minutes of system activity Calls Answd Shows the number of calls which were answered during the last 10 minutes of system activity Calls Waiting Dir Shows the number of call...

Page 73: ...isplay P0724352 Standard 1 0 November 1994 Time Overflow Wait Shows the number of calls which have time overflowed into the virtual queue for this ACD DN as a result of the day or night routing table not including CCR calls ...

Page 74: ...aiting field and the Node Control DN field only if it is flagged by a diamond indicator These two areas display the current values A diamond indicator to the right of the CDN s name or number indicates that it is currently in default mode All calls in this mode are sent to the default ACD DN If a diamond indicator is not present it indicates that the CDN is in controlled mode This means the CCR EA...

Page 75: ...N Queue Statistics feature 2 Press Commands while displaying the Network ACD DN Queue Statistics feature 3 Select CDN Queue Statistics Display from the pop up window which appears Figure 5 2 Nodal Control DN Queue Statistics screen 12 00 00 Nodal Control DN Queue Statistics NODE CONTROL AVG SVC CALLS CALL TERMINATION DN DELAY LVL WAIT ABAND ANSWD BUSY ROUTE DISCON DEFAULT 334 1 1111 8 80 12 10 11 ...

Page 76: ...e Commands pop up window from this screen PF3 Configuration Control The following options appear after pressing Configuration Control Change Network Day Routing Tables This option is not accessible from this screen Change Network Night Routing Tables This option is not accessible from this screen View Miscellaneous Parameters Displays the network link status and Meridian 1 configuration control li...

Page 77: ... is highlighted when the value exceeds the threshold Svc Lvl Shows the percentage of controlled calls which were answered or abandoned before the maximum delay threshold defined in the Parameter Administration feature is reached This field is highlighted when the value exceeds the threshold Calls Wait Shows the number of calls in queue at the CDN Incoming calls which are sent to the CDN in default...

Page 78: ...ed mode Force busy only applies to controlled calls while the call ceiling only applies to default calls Call Termination Route Shows the number of controlled calls that were given the route to command It also includes the number of calls which were answered and then transferred by an IVR application Call Termination Disconnect Shows the number of controlled calls given the force disconnect treatm...

Page 79: ...display it The screen may not be redisplayed for a few seconds depending on network traffic Accessing this feature This feature is accessed by pressing Network Details on the Network ACD DN Queue Statistics Nodal Control DN Queue Statistics or Network Position Status Counts Display screens The first two screens are defined in this chapter The last one is described in the Position Status Display ch...

Page 80: ...ature and its fields PF1 Exit Returns the system to the screen used to call the Network Details Display feature PF3 Configuration Control Allows queue parameters to be modified through a pop up window The following commands are available after pressing Configuration Control Change Network Day Routing Tables Allows changes to be made to day target table for selected NACD queues The changes can be m...

Page 81: ...uration Control ad hoc mode chapter PF3 No selection Removes the pop up window from the screen Fields ACD DN Provides the name or number of the ACD DN Node ACD DN Displays the numbers or names of the nodes and ACD DNs that are answering or time overflowing calls for the entry in the ACD DN field For each target a graphical display of the number of the time overflow calls answered is shown Differen...

Page 82: ...econds This rate is defined by the Stats Update Rate field in the Profile Maintenance chapter There can be up to 20 pages of position status counts available for display The Display Screen Page field in the Supervisor Definition feature determines which display page first appears The network supervisor can then scroll to other pages Accessing this feature This feature can be accessed from the main...

Page 83: ...s Counts Display screen tabular format 12 00 00 Network Position Status Counts Display ACD NOT DN NODE ACDDN MANNED SPARE CALL READY WAITING CALL 444 2850 36 32 31 5 0 0 444 2900 21 29 18 3 0 0 444 2910 31 59 23 8 0 0 444 3650 12 24 10 2 0 0 PF1 Exit HELP Help PF3 Configuration Control F6 Print F20 ...

Page 84: ... PF1 Exit PF3 Configuration Control F20 F7 Network Details Function keys Help Help Provides information regarding this feature and its fields PF1 Exit Returns the system to the main menu PF3 Configuration Control Allows queue parameters to be modified through a pop up window The following commands are available after pressing Configuration Control Change Network Day Routing Tables Allows changes t...

Page 85: ...report of the current network activity This key is only available while the data is presented in tabular format F7 Network Details Provides a detailed graphical view of the status of the time overflow calls answered for a particular ACD DN during the last 10 minutes of system activity The available ACD DNs are listed in a pop up window when this function key is pressed The ACD DN selected from the...

Page 86: ...e last time the display was updated In graphic format the data from this field appears only as part of the total Spare Shows the number of positions that were not manned the last time the display was updated ACD Call Shows the number of manned positions which were handling ACD calls the last time the display was updated Not Ready Shows the number of manned positions which were not available for ta...

Page 87: ...initions can also be stored by each system supervisor Public reports can be used by any supervisor However only the system administrator can define overwrite or delete public reports Personal reports are used only by the supervisor who created them The report formats used in a report definition can either be customized or selected from the predefined list provided in the Standard management report...

Page 88: ...visor 8 Network Configuration 9 List Management 10 Parameter Administration 11 Schedule Definit Which mode 12 Leave Network Ad 1 Exit 13 Supervisor Messa 2 Report Parameter Definition 14 Logout 3 Tabular Format Definition 4 Graphic Format Definition 5 Formula Definition Use up and down arrow 6 Spectrum Definition and press ENTER to HELP Help Submenu The Network Report Definition submenu offers six...

Page 89: ...nes new graphic report formats and modifies existing ones Formula Definition Defines new formulas to use in custom reports These formulas can be used in reports like standard fields are used This option is only available in network administrator mode Spectrum Definition Defines up to 10 time boundaries to use in both the answering and abandoning spectrums This option is only available in the netwo...

Page 90: ...orical data retained by each Meridian MAX on the network This in turn is dependent on several factors such as call traffic and the Meridian MAX s storage profile which can be unique to each site Note There are limits imposed on the range of time a report can cover This limit depends on the amount of call traffic received The heavier the call traffic the shorter the time range must be The lighter t...

Page 91: ... nnn range of values nnn mmm all values nothing OUTPUT DEVICE Default Printer LANGUAGE OF REPORT English 12 00 00 Report Parameter Definition English REPORT NAME TRUNKS BUSY REPORTS USE OF NAME In menus and on reports STYLE Tabular 12 00 00 Report Parameter Definition English REPORT NAME TRUNKS BUSY REPORTS USE OF NAME In menus and on reports STYLE Tabular FORMAT All Trunks Busy Report TIME FRAME ...

Page 92: ... report definition Returns a modified report definition to its original definition providing the changes are not saved The original definition is displayed on the screen Save as a new public report definition Saves the information currently on display as a new public report definition Only the network administrator can create and save public reports If an existing report definition is changed the ...

Page 93: ...t causes this report definition to become the ad hoc report definition It remains so until another ad hoc print request is made by the same user even if the user logs out of the system Read adhoc report definition Displays the report definition used by the last ad hoc print request see the previous command PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Display...

Page 94: ...are brackets Selecting an alternate language in this field allows these titles and headings to be entered in the new language This field does not appear in unilingual systems Use of Name Specifies whether the report name or format name is used on the printed report This field is common to all reports Style Determines whether a tabular or graphic report is being defined This field is common to all ...

Page 95: ...ange would be from 3 00 a m to 11 59 p m To capture the remainder of the information run another report with a start time of 00 00 midnight and ending at 2 59 a m Conversely if the NAC is in Los Angeles and one of the nodes is in Toronto then the longest interval range would be from 00 00 midnight to 8 59 p m This restriction does not apply if the Relative Time field is set to Node Nodes to Query ...

Page 96: ... with reports that do not reference ACD DNs and a CDN unit list can be used with reports that do not reference CDNs In these cases only the nodes defined in the unit list are used to select the nodes to query The specific ACD DNs or CDNs in the list are ignored Group By Determines how the report is to be arranged along with the And By field For example a report is grouped by node if the By Destina...

Page 97: ...not be used To report on a single previous interval enter a negative number to indicate the number of intervals prior to the current interval For example enter 3 to produce a report with information from the third interval prior to the current one To produce a report with data from a specific interval enter the specific interval number or the time the interval started The time can be entered in th...

Page 98: ...ys before the current day For example enter 3 if the report is to be printed on Monday and include information from the preceding Friday If the report is to use data from a specific date enter the date using the format yy mm dd The date must be entered The month must be entered if it is different from the current month and if the year is specified The year must be specified only if it is different...

Page 99: ...format yy mm dd The day must be specified The month must be specified if it is different from the current month and if the year is specified The year must be specified only if it is different from the current year For example enter 96 06 01 to use the information from the week that includes June 1 1996 Enter 06 01 to use the information from the week that includes June 1 of the current year Enter ...

Page 100: ...f the above entries For example enter 3 0 to produce a report for the past four months the previous three months plus the current month Enter 96 01 96 06 to produce a report starting with January 1996 and ending with June 1996 Make certain the first value is lower than the second value Leave the field blank to cover all the months Period Specifies the period s to be used to collect data for the re...

Page 101: ...5555 to produce a report on the destination ACD DNs starting with ACD DN 111 1111 and ending with the ACD DN 555 5555 Make certain the first value is lower than the second value Leave the field blank to cover all the destination ACD DNs Source Queue Specifies the source ACD DN CDN the report is to cover This is the ACD DN CDN where calls are initially routed and then rerouted due to queue count ov...

Page 102: ...where calls are initially routed Calls are also rerouted out of this node This is due to queue count overflow or time overflow To select a range of source nodes type the lowest node to be included followed by two periods followed by the highest node For example enter 111 555 to produce a report on the source nodes starting with node 111 and ending with the node 555 Make certain the first value is ...

Page 103: ...nter 1 127 to produce a report on the trunks starting with trunk 1 and ending with trunk 127 Make certain the first value is lower than the second value Leave the field blank to cover all the trunks Output Device Directs the report to the VDT for previewing or a selected printer for printing If the default printer option is selected for this field the report is sent to the system default printer w...

Page 104: ...be used in the Report Parameter Definition screen Figure 7 3 Initial Tabular Format Definition screen 10 20 30 40 50 60 70 12 00 00 Tabular Format Definition English STATISTICS GROUP FORMAT TITLE CUSTOM HEADINGS below COLUMN SELECTIONS bottom HELP Help PF1 Commands PF2 Options REMOVE Erase field F10 132 column display Note Refer to the Creating a standard tabular report an example and Creating a c...

Page 105: ...format on the screen Undo changes to format Returns a modified tabular format definition to its original state providing the changes were not saved The original definition is displayed on the screen Save as a new public format Saves the information as a new public tabular format definition This is only available to someone in network administrator mode If an existing tabular format definition is c...

Page 106: ...mand Removes the Commands pop up from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up from the screen PF3 Edit field Allows a field to be edited PF3 End editing Ends the editing process for a field This field appears while a field is being edited PF3 Change field Allows a column to be added or modified in the...

Page 107: ...le the cursor is in the Column Selections field F10 80 column display Decreases the maximum number of characters displayed on a line from 132 to 80 F10 132 column display Increases the maximum number of characters displayed on a line from 80 to 132 Insert Here Insert Inserts a column prior to the location highlighted by the cursor This function key appears after Change field is pressed while the c...

Page 108: ...he Statistics Group field As many fields as room permits can be selected For more information on these fields refer to the Statistics groups chapter After a data field is selected a string is displayed in the format line to show the format of the data A sample of a few display formats are shown in the format line in Figure 7 5 Possible display formats are aaa a string of letters and numbers usuall...

Page 109: ...n bar to the Column Selection fields near the bottom of the screen 2 Press Change field A pop up window appears with a list of the key fields and standard data fields which can be selected from the statistics group indicated in the Statistics Group field This pop up window is shown in Figure 7 4 Figure 7 4 Choosing data fields 10 20 30 40 50 60 70 12 00 00 Tabular Format Definition English STAT KE...

Page 110: ... 132 characters 4 Repeat Step 3 until all the required statistics group fields are selected A statistics group field can only appear once in the Column Selection area The field appears dimmed in the pop up window after it has been selected to indicate that it has been used 5 To increase the width of a column move the cursor to a particular column and press Increase width Pressing the key alone inc...

Page 111: ...ode 8 Select a statistics group field from the pop up window and press RETURN The statistics group field is inserted to the left of the selected column The statistic group which was chosen also appears dimmed in the pop up window indicating that it cannot be selected for another column in this definition 9 To delete a column position the cursor over the column to be deleted and press DELETE The co...

Page 112: ... PF2 Options PF3 Change Field REMOVE Erase field Creating a standard tabular report an example Follow this procedure to generate a standard tabular report 1 Choose Network Report Definition from the main menu The Network Report Definition submenu appears 2 Chose Report Parameter Definition from the submenu The Report Parameter Definition screen appears 3 In the Report Name field enter Summarized A...

Page 113: ...n the Day field enter 1 indicating the previous day If after generating the report this does not provide enough data enter 7 1 This provides a week s worth of data 10 Leave the Destination ACD DN field blank to select all of the ACD DNs 11 In the Output Device field choose a printer from the Options menu 12 In the Commands menu choose Print this report It may take several minutes to gather the dat...

Page 114: ... Group field choose Destination ACD DN Statistics from the Options menu 4 In the Format Title field enter Answering Spectrum 5 Move the cursor bar to Column Selection area the large field below the ruler 6 Press Change field to start adding columns to the report A pop up window appears displaying a list of the data fields associated with the name of the statistics group entered in the Statistics G...

Page 115: ... format string determines the width the headings may have 14 Press End editing after the headings are finished 15 From the Commands menu choose Save as a new personal format If a report named Answering Spectrum already exists enter a different name in the Format Title field If the report is created successfully the system displays the message A new tabular format definition has been created This e...

Page 116: ...ned for this format In this case the Destination ACD DN field appears 7 In the Time Frames field choose Day from the Options menu The Day field appears in the Report Ranges 8 In the Nodes to Query field choose By Destination Node from the Options menu The Nodes Group By and And By fields are displayed 9 In the Nodes field enter the address of a node on the network 10 Leave the And By field blank P...

Page 117: ...bar ÏÏÏÏÏ ÏÏÏÏÏ ÏÏÏÏÏ ÏÏÏÏÏ ÏÏÏÏÏ ÏÏÏÏÏ ÏÏÏÏÏ Stacked line N U M B E R O F C A L L S Percentage of Calls Pie chart N U M B E R O F C A L L S N U M B E R O F C A L L S N U M B E R O F C A L L S A C D D N I D Vertical stacked bar Vertical clustered bar Absolute line NUMBER OF CALLS ACD GROUPS TIME OF DAY ACD DNIS NUMBER OF CALLS TIME OF DAY Graphs display numerical information visually They can augm...

Page 118: ...ate the terms which apply to most of the graphic reports Figure 7 7 Graph terminology N U M B E R O F C A L L S ACD DNs CALL TREATMENT CHART Interval 23 00 Day 10 30 89 Sales Service Inquiry Answered Abandoned Num QOF Calls Key axis Key axis title Data axis Data axis title Legend Graph title Data elements 800 700 600 500 400 300 200 100 0 ...

Page 119: ...acked Bar 2 Vertical Clustered Bar 3 Horizontal Stacked Bar 4 Horizontal Clustered Bar 5 Stacked Line 6 Absolute Line 7 Pie 12 00 00 Graphic Format Definition English STATISTICS GROUP Destination ACD DN Statistics TYPE OF CHART Vertical Clustered Bar GRAPH TITLE DATA AXIS TITLE KEY AXIS TITLE TITLE AXIS KEY a b on diagram 1 2 LEGEND KEY 1 2 on diagram 2 1 SELECTED DATA ELEMENTS 1 2 3 4 a b 5 6 7 8...

Page 120: ...en Undo changes to format Returns a modified graphic format definition to its original state providing the changes were not saved The original definition is displayed on the screen Save as a new public format Saves the information as a new public graphic format definition This is only available to someone in network administrator mode If an existing graphic format definition is changed the origina...

Page 121: ...ription or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up from the screen PF3 Edit field Allows a field to be edited PF3 End editing Ends the editing process for a field PF3 Change field Allows a data element to be added or modified in the Selected Data Elements fields This function key appears while the cursor is in the Selected Data Elements fields PF3 F...

Page 122: ...of Chart Specifies the type of graph to be created Refer to Figure 7 6 for a sample of these graphs The options are vertical stacked bar vertical clustered bar horizontal stacked bar horizontal clustered bar stacked line absolute line pie this appears as a square if shown on a VT220 or VT420 workstation Graph Title Assigns a name to the graphic definition Any sub title is defined in the Report Par...

Page 123: ...e graph Axis Key Specifies the field to be used to provide the primary breakdown of information along the key axis The ACD DN is used as the axis key in Figure 7 7 Options for selecting axis keys depend in part on the selected statistics group Axis keys are mandatory for all graph definitions except pie charts The NAC displays graphs on several screens if they have more axis key values than can fi...

Page 124: ...s group graph type titles axis keys legend keys and data elements The following procedure describes how to create a graphic report including a report parameter definition The process for producing graphs is the same for all graph types except for pie charts Pie charts do not require a key axis or key axis title This section is separated into two parts Part 1 defines the format and Part 2 defines t...

Page 125: ...istics group specified in the Statistics Group field 11 Choose the following fields from the pop up window Number answered in category 1 Number answered in category 2 Number answered in category 3 Number answered in category 4 Number answered in category 5 Number answered in category 6 Number answered in category 7 Number answered in category 8 Number answered in category 9 Number answered in cate...

Page 126: ...m Answ 7 8 Num Answ 8 9 Num Answ 9 10 Num Answ 10 HELP Help PF1 Commands PF2 Options Delete Erase field 13 From the Commands menu select Save as a new personal format The message A new graph format definition has been created appears This step ensures that the graph format is available for future use 14 Choose Exit without saving changes from the Commands menu Part 2 Defining the parameters The gr...

Page 127: ...splayed In this case the Destination ACD DN field appears 7 In the Time Frames field choose Day from the Options menu Under Report Ranges the Day field appears 8 In the Nodes to Query field choose By Destination Node from the Options menu The Nodes field appears on the screen 9 In the Nodes field enter the address of a node on the network 10 In the Day field enter 1 for the previous day If this do...

Page 128: ...Ç ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ 10 25 37 62 70 50 30 24 10 20 20 32 37 50 45 13 5 0 0 13 Num Answ 1 Num Answ 6 Num Answ 2 Num Answ 7 Num Answ 3 Num Answ 8 Num Answ 4 Num Answ 9 Num Answ 5 Num Answ 10 ÉÉ ÉÉ ÇÇ ÇÇ ÇÇ Answering Spectrum Graph Relative time zone Node Day 04 20 95 As shown in this example the NAC supports six different patterns in its graph legends The patterns are assigned in the same order as...

Page 129: ...me The Formula Definition feature is only available in network administrator mode Figure 7 11 Formula Definition screen 12 00 00 Formula Definition CALCULATION PARAMETERS Num QOF Calls Calls Answered Statistics Group Destination ACD DN Statistics Calls Abandoned Divide by Zero Treatment Divide by One 100 Default Display Format Percentage Minimum Display Width 5 Labels English In Menus QOverflow In...

Page 130: ...s a modified formula definition to its original definition providing the changes are not saved The original definition is displayed on the screen Save as a new formula Saves the formula currently on display as a new public formula definition Public definitions can be used by anyone working in network administrator mode providing no one else is working on a public formula definition at that time If...

Page 131: ... operators can be entered addition subtraction multiplication division MAX maximum value MIN minimum value The MAX and MIN operators compare the values of two fields the results of two calculations or the value of a field and the result of a calculation The MAX operator returns the largest value involved in the comparison The MIN operator results in the smallest value involved in the comparison Fo...

Page 132: ...onstant Displays a pop up window asking that a constant be entered This may be any number One of the most frequent uses for this command is calculating a percentage where the constant 100 must be entered This command only appears after Change field is used and before Edit done is selected PF3 Change field Edits the Calculation field PF3 Edit Done Indicates that no more entries are required in the ...

Page 133: ...p of the field while the right arrow key moves the selection bar towards the bottom of the field These keys appear after Change field is executed Fields Statistics Group Specifies the statistics group to be used in the formula calculation Divide by Zero Treatment Provides instructions to the NAC on the course of action to take whenever a divide by zero calculation is made An error occurs if any nu...

Page 134: ...if the default display format is hh mm the minimum display width must be at least five The display width of a field on a particular report can be increased and decreased in Tabular Report Definition but it cannot be decreased beyond the minimum defined here Labels Determines the text to be associated with the formula in menus tabular reports and graphic reports The field in the top right corner of...

Page 135: ...re information To edit this field press Change field The right and left arrow keys move the cursor from item to item within the formula To enter numbers or constants into the formula press Constant To enter an operator like a plus sign press Operator In both of these cases the number or operator may be entered before or after pressing the function key The fields may be chosen at any time from the ...

Page 136: ...dd subtract multiply and divide The operators are placed below the values you want to calculate For example the equation 3 5 would appear in RPN as 3 5 2 The mathematical operators and only work on the two values that come before it in the stack If you want to add 3 and 5 and then divide by 4 you would write out the equation on paper as 3 5 4 The first calculation you want to perform is the additi...

Page 137: ...o divide first then the number you want to divide by For example for 6 2 you enter 6 2 Note You may want to write the equation in longhand complete with brackets to identify calculations that need to be completed first Brackets are not required for any RPN equation This method helps to define the order in which the values and operators need to be entered before you enter them in the Calculation fi...

Page 138: ...4 20 Step 3 The next operator multiplies the previous two values 4 and 5 for a final answer of 20 Step 1 Enter the values and operators in a vertical line or stack Ensure that the numbers and operators are in the proper order Note In this example a p has been placed beside the operators that have already been used in each step of the equation This signifies which operators have been used ...

Page 139: ...0 3 7 10 Step 2 The next operator adds 7 to 3 for a sum of 10 1 2 p 7 p 3 2 p 5 3 100 3 7 5 10 Step 3 The next operator adds 2 to 3 for a sum of 5 1 2 p 7 p 3 2 p 5 3 p p 100 3 7 5 8 10 40 Step 4 The next operator adds 3 to 5 for a sum of 8 Step 5 The next operator multiplies 8 and 5 for a sum of 40 Note In this example a p has been placed beside the operators that have already been used in each s...

Page 140: ... p 7 p 3 2 p 5 3 p p p 100 p Example 2 continued 1 2 7 3 2 5 3 100 3 7 5 8 10 40 25 100 25 1 2 p 7 p 3 2 p 5 3 p p p 100 3 7 5 8 10 40 25 Step 6 The next operator divides 10 by 40 for a result of 25 Step 7 The next operator multiplies 25 by 100 for the final answer of 25 ...

Page 141: ...carefully the first time through entering each field in the indicated order Once you are familiar with the various fields and with RPN calculations experiment by selecting a different statistics group or by editing an existing formula 1 For the Statistics Group field choose Destination ACD DN Statistics which is the default in this case from the Options menu 2 For the Default Display Format field ...

Page 142: ...ect Num QOF Calls from the menu of available data fields 3 Select Calls Answered 4 Select Calls Abandoned 5 Press Operator and enter 6 Press Operator and enter 7 Press Constant and enter 100 8 Press Operator and enter 9 Press Edit Done to exit the calculation field The equation in the Calculation field would appear as Num QOF Calls Calls Answered Calls Abandoned 100 ...

Page 143: ... p 100 X Number QOF Calls Calls Answered Calls Abandoned p p 100 X Step 1 The first operator looks for the two values that come before it Calls Answered and Calls Abandoned and adds them together The result of this calculation is X Number QOF Calls Calls Answered Calls Abandoned p p 100 p Y X Y Z Step 2 The next operator looks for the two values that come before it Number QOF Calls and X The opera...

Page 144: ... the appropriate spectrum is compared to the time it took for the call to be answered abandoned Each category in the spectrum keeps track of the number of calls that were answered abandoned during the range of time covered by the category These spectrums are used in the ACD DN and CDN Delay Before Answering and Delay Before Abandoning reports The individual categories are also available for custom...

Page 145: ... 6 60 119 6 60 119 7 120 179 7 120 179 8 180 239 8 180 239 9 240 299 9 240 299 10 300 10 300 HELP Help PF1 Commands PF2 Options PF3 Edit field Function keys Help Help Provides information regarding a feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the Network Report Definition submenu Any changes whi...

Page 146: ...d into a field This function key appears after Edit field is pressed Insert Here Overwrite Overwrites a character in a field This function key appears after Edit field is pressed Remove Erase field Removes the entry in a field This function key appears after Edit field is pressed Fields Answering delay spectrum Assists in determining when incoming calls are answered Each call is timed from the sec...

Page 147: ...by the caller The Abandoning Delay Spectrum is a group of categories Each category represents a different period of time measured in seconds The system keeps track of the number of calls that were abandoned during the period of time of each category When a call is abandoned the abandoning delay measured in seconds is compared to each category s period of time When the system finds the category who...

Page 148: ...r example 60 70 80 etc To enter a start time that is greater than 300 seconds the start time must be evenly divisible by 60 for example 300 360 420 etc A start time greater than 600 seconds cannot be entered To Sets the end time of a category This field cannot be directly controlled by the user The system automatically sets the value for this field to one second less that the start time of the fol...

Page 149: ...T must be selected in the Output Device field Screen messages Several messages appear on the screen if a report is previewed from the Report Parameter Definition feature These messages include Report Pending Indicates that the requested report is being generated Report Ready Indicates that the report is ready to be displayed Press Report Preview to display the report on the screen Report Failed In...

Page 150: ...0 0 0 0 0 0 0 0 1800 17 30 0 0 0 0 0 0 0 0 0 0 1800 18 00 0 0 0 0 0 0 0 0 0 0 1800 18 30 0 0 0 0 0 0 0 0 0 0 1800 19 00 0 0 0 0 0 0 0 0 0 0 1800 19 30 0 0 0 0 0 0 0 0 0 0 0 20 00 0 0 0 0 0 0 0 0 0 0 0 20 30 0 0 0 0 0 0 0 0 0 0 0 Line 1 of 1 F20 HELP Help PF1 Exit REMOVE Delete F6 Print F7 View parameters Function keys Help Help Provides information regarding this feature and its fields PF1 Exit Re...

Page 151: ...en from 80 to 132 This function key only appears if the report is being viewed in an 80 column format and the report is greater than 80 columns in width Figure 8 2 Viewing parameters 12 00 00 Tabular Report Preview Report Generation Parameters Report title Summarized ACD DN Performance Report 5 Report type Tabular Summarized ACD DN Performance Report TIME Time frame Interval N ACD N OUT Grouped by...

Page 152: ...C It also provides reports on data defined through the Parameter Administration feature These reports are available at any time and can be printed but not displayed They cannot be modified through the Network Report Definition feature These reports are sent to the default tabular printer Accessing this feature To access this feature select the Network System Reports option on the main menu ...

Page 153: ...ds PF2 Options REMOVE Erase field Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit Returns the system to the main menu Clear the form Removes data from the screen Print this report Prepares and sends the report to the printer PF1 No selection Removes the Command pop up window from the s...

Page 154: ...ition Database Report Period Definition Database Report A report type can be selected directly from the list which appears after Options is pressed Another method is to find the number corresponding to the report type in the Options pop up window and enter it in this field For example enter 1 to print the Network Definition Database Report 2 for the Personnel Database Report etc Both methods cause...

Page 155: ...ugh the Network Definition feature described in the Parameter Administration chapter Figure 9 2 Network Database Report NETWORK DATABASE REPORT PAGE 1 Northern Telecom Date 03 11 96 Time 10 40 NODE SHORT TIME NODE RELEASE NETWORK ADDR NODE NAME NAME ZONE TYPE NUMBER COMMUNICATION 213 New York City NYC 0 0 MAX 6 08 ENABLED 416 Salt Lake City SLC 2 0 MAX 6 08 ENABLED 129 Los Angeles LA 3 0 MAX 6 08 ...

Page 156: ... the report This field appears if Personnel Database Report is entered in the Report Type field The information in the Selected Personnel Number s field can be entered in one of the three formats NNNN Enter a single personnel number up to four digits to produce a report for one person FFFF NNNN Enter a range of personnel numbers with the lowest and highest values separated by two periods This prod...

Page 157: ...LOYEE COMMENT SERIAL NAME NUMBER 1 A Roy Schulze Shift 1 Admin 2 B Mary Tremain Shift 2 Admin 3 C Zvi Gilbert Shift 1 Node 1 4 D Allan Herman Shift 1 Node 2 5 E P J Wetmann Shift 1 Node 3 6 F Graeme Murray Shift 1 Node 4 7 G Jen Hamilton Shift 2 Node 1 8 Z Ben Anna Shift 2 Node 2 9 Y Carmen San Diego Shift 2 Node 3 10 X Klaas Noordhuis Shift 2 Node 4 11 W Anne Silva Shift 1 Node 5 12 V Sureyya Sek...

Page 158: ... This field appears if Supervisor Database Report is entered in the Report Type field The information in the Selected Supervisor s field can be entered in one of the three formats NNNN Enter a single network supervisor ID up to four digits to produce a report for one supervisor FFFF NNNN Enter a range of network supervisor IDs with the lowest and highest values separated by two periods This produc...

Page 159: ... ENABLED NETWORK ADMIN DISABLED NTWK REPORT DEFN ENABLED PARAMETER ADMIN DISABLED SYSTEM REPORTS ENABLED SCHEDULE DEFN DISABLED NTWK CONFIG CNTRL ENABLED LIST MANAGEMENT ENABLED SPV MESSAGING ENABLED NETWORK SUPERVISOR ID 2 PERSONNEL NUMBER 2 LANGUAGE ENGLISH STATS UPDATE RATE 10 DN DISPLAY NUMBERS DISPLAY STYLE NUMERIC DISPLAY NAME ENABLED ACD DN DISPLAY PAGE 1 CDN DISPLAY PAGE 1 PROFILE MAINT EN...

Page 160: ...on the report This field appears if NACD DN CDN Database Report is entered in the Report Type field The information in the Selected NACD DN S CDN S field can be entered in one of the three formats NNNN Enter a single NACD DN CDN up to 10 digits to produce a report for one NACD DN CDN FFFF NNNN Enter a range of NACD DNs CDNs with the lowest and highest values separated by two periods This produces ...

Page 161: ...e 9 5 Network ACD DN CDN Database Report NETWORK ACD DN CDN DATABASE REPORT Page 1 Northern Telecom Date 03 11 96 Time 10 41 NODE ACD DN CDN ACD DN CDN NAME THRESHOLD NUMBER 111 8850 Customer Service 1 222 8900 Sales 3 222 8910 Sales 2 CDN 2 333 444 6910 Frequent Flyer 2 ...

Page 162: ...d definition database This information is entered through the Threshold Definition feature described in the Parameter Administration chapter Figure 9 6 Threshold Database Report THRESHOLD DATABASE REPORT Page 1 Northern Telecom Date 03 11 96 Time 10 41 THRESHOLD AVERAGE MIN SVC CALLS WAITING TIME OVERFLOW NUMBER DELAY LEVEL DIRECT VIRTUAL CALLS WAITING 1 1 2 3 4 5 2 10 10 10 10 10 3 15 15 15 15 15...

Page 163: ...entered through the Time Frames Definition feature described in the Parameter administration chapter Figure 9 7 Period Database Report PERIOD DATABASE REPORT Page 1 Northern Telecom Date 03 11 96 Time 10 41 PERIOD PERIOD NAME PERIOD START DATE MM DD 1 January 1 01 2 February 2 01 3 March 3 01 4 April 4 01 5 May 5 01 6 June 6 01 7 July 7 01 8 August 8 01 9 September 9 01 10 October 10 01 11 Novembe...

Page 164: ... available to the remote network supervisor This allows the network supervisor to replace an absent nodal supervisor Note The network supervisor must have a nodal supervisor ID and definition before using the nodal system Although it is not mandatory it is recommended that unique supervisor definitions be created at the Meridian MAX nodal site to facilitate the use of this feature and avoid the di...

Page 165: ...Admini 6 Ottawa 11 Schedule Definit 7 Mountain View 12 Leave Network Ad 8 Santa Clara 13 Supervisor Messa 9 Calgary 14 Logout 10 Edmonton Use up and down arrows to move among menu items and press ENTER to make a selection HELP Help PF1 No Selection Function keys Help Help Provides information regarding this feature and its fields PF1 No selection Removes the pop up window from the screen Logging i...

Page 166: ...eridian MAX login screen appears if the links between the node and the NAC are intact and the user selects the correct terminal type It may take a few minutes for the screen to appear 3 Enter the nodal supervisor ID when the Meridian MAX login screen appears This must be the nodal supervisor ID associated with the Meridian MAX Do not enter the NAC ID Refer to one of the following guides for more i...

Page 167: ... supervisor To leave the MAX node and return to the NAC select LOGOUT from the MAX Main Menu then type the characters Connection completed continue y or n HELP Help Logging out of a remote site If connected directly to the network enter to log out This terminates the connection to the Meridian MAX and returns the display to the NAC main menu If the connection was made by dialing into the network s...

Page 168: ...can become invaluable tools They provide information on current activities and indicate trends They also show the efficiency cost effectiveness and productivity of the NAC The standard reports which can be accessed with the NAC are Summarized ACD DN Performance Report ACD DN Delay Before Answering Report ACD DN Delay Before Abandoning Report All Trunks Busy Report ACD DN by Route Performance Repor...

Page 169: ...m is different and it is unlikely that the values in these reports are like those produced by each system The examples are meant to show the information that is available and how it is presented Similarly the section of analysis that follows most of the examples is meant only as a guide to the interpretation of the report Three vertical dots are used in some of the examples in this chapter These d...

Page 170: ...000 in block numbers is the ID of the supervisor who requested the report Scheduled reports have Scheduled in this field Figure 11 1 Report title page XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXX Report title Summarized ACD DN Performance Report Report type Tabular Summarized ACD DN Performance Report ...

Page 171: ...er of calls each queue answered and the average time it took to handle each call The report is used to determine current work schedules and forecast the staff required for anticipated workloads The report is separated by node with a line appearing per node There is a total for each node and a grand total at the end of the report if there is more than one node queried The key fields for the Summari...

Page 172: ...ode ACD DNINTVL QUEUE PROFILE NUMBER OF CALLS AVG AGENT TIME SRV AVG DEL ANN ANSW OVFL ABND ACD NOT NON ACD LVL DEL 1ST 2ND IN TALK RDY IN OUT SEC SEC SEC SEC SEC Destination Node 785 852 852 10 30 11 00 100 100 100 100 0 0 0 0 0 0 0 0 0 0 0 0 30 49 79 79 41 50 47 47 3 1 2 2 130 170 150 150 Page 1 0 0 0 0 0 0 0 0 0 0 0 0 Destination Node 820 860 860 10 30 11 00 100 100 100 100 500 0 0 0 0 0 0 0 0 ...

Page 173: ...l Sec The average delay before an ACD call was answered by an agent Del Ann 1st The number of calls which received the first delay announcement Del Ann 2nd The number of calls which received the second delay announcement NUMBER OF CALLS STATISTICS Answ The number of calls answered Ovfl In The number of calls that time overflowed into this queue from another queue Abnd The number of calls abandoned...

Page 174: ...ly to find out where improvements can be made Calls answered Answd for the report period totalled 100 Check the Delay Before Answering Report to see detailed information about how long callers waited before they were answered The average time a caller waited is displayed as the average delay in this report The average time spent on each ACD call ACD Talk Secs was 49 seconds though the value varied...

Page 175: ...dified in the Spectrum Definition feature described in the Network Report Definition chapter This report can be used to decide when recorded announcements and music should be played to encourage callers to wait The report is also used as a supplement to other management reports to help decide if staff adjustments are needed It can also be used to forecast traffic patterns The key fields for the AC...

Page 176: ...CALLS ANSWERED WITHIN SEC AVG LONG ANSWD TOF 0 12 24 36 48 60 120 180 240 DEL DEL 12 24 36 48 60 120 180 240 SEC SEC 3000 Page 1 Destination Node 338 14 00 14 30 15 00 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 0 0 0 0 0 0 0 0 0 0 0 48 0 0 60 1 0 0 0 0 0 100 0 0 0 0 48 60 3000 1 0 0 0 0 0 100 0 0 0 0 48 60 850 14 00 14 30 15 00 84 76 78 0 0 0 100 100 99 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0...

Page 177: ...e a call waited before being answered Interpreting the report Figure 11 3 shows the daily ACD DN Delay Before Answering Calls Report for queues 3000 and 850 During the seven days reported the queues answered 239 calls The example shows that on average 99 of all calls are answered during the first 12 seconds The average delay Avg Del was two seconds but varied greatly throughout the report period a...

Page 178: ... hung up The time categories field can be modified in the Spectrum Definition feature described in the Network Report Definition chapter The report shows if callers abandoned before or after hearing the recorded announcement This information can be used to decide when the recorded announcements and music is to play and encourage the callers to wait The key fields for the ACD DN Delay Before Abando...

Page 179: ...8 60 120 180 240 300 SEC SEC Destination Node 655 6100 Page 1 04 14 96 04 17 96 04 18 96 04 19 96 6100 67 22 29 36 27 27 9 203 119 64 395 395 22 13 14 20 15 15 11 14 10 14 13 13 0 7 10 8 8 8 0 4 13 5 7 7 0 17 20 14 17 17 0 8 4 3 6 6 0 3 0 0 2 2 0 4 0 0 2 2 0 1 0 0 1 1 12 60 40 29 48 48 32 314 166 126 314 314 6200 04 14 96 04 17 96 04 18 96 04 19 96 6200 0 50 100 50 67 67 28 0 2 2 2 6 6 401 0 0 0 5...

Page 180: ...queues 6100 and 6200 During the six days reported a total of 401 callers abandoned their calls Of all these abandoned calls 28 were abandoned during the first 12 seconds The average delay Avg Del was 47 seconds but varied greatly throughout the report period and between the queues The longest delay experienced by a caller Long Del also varied Watch for patterns in these variations from day to day ...

Page 181: ...nks busy condition and its percentage of the total time interval When all trunks are busy for a specific route callers to the ACD system receive a busy signal A manager can use this report to determine if the system has reached its capacity and a company should rent more trunks to meet the demand The key fields for the All Trunks Busy Report are Route Name and Base Time Unit A daily report for fou...

Page 182: ... Date 04 15 96 Time 08 07 33 Days 04 08 96 04 13 96 Relative time zone Node ROUT E NAME DAY NUMBER OF ATB PERIODS TOTAL ATB TIME HH MM ATB PERCENTAGE 2 04 08 96 04 10 96 04 11 96 04 12 96 04 13 96 0 13 0 0 0 13 13 0 00 0 05 0 00 0 00 0 00 0 05 0 05 0 1 0 0 0 0 0 2 04 10 96 04 11 96 04 12 96 04 13 96 8 2 1 1 3 7 7 0 02 0 05 0 00 0 01 0 07 0 07 1 2 0 0 1 1 8 Source Node 655 Source Node 700 40 4 03 5...

Page 183: ...value is increased by one at the beginning of each All Trunks Busy Period within the reporting interval If an ATB period spans more than one interval it is counted against the interval in which it began The time spent in an ATB condition is divided among the appropriate intervals It is possible for the number of ATB periods to be zero for an interval but the associated total ATB time to contain a ...

Page 184: ...system If the system is appropriately configured this report can also show information for the routes that carry the calls leaving the system For example the interflow calls The ACD operation has to pay for the time that calls wait on some trunks This report can be used to determine the costs for each queue The key fields for the ACD DN by Route Performance Report are ACD DN Route Name and Base Ti...

Page 185: ...EF_T AFT_T OVFL DI VERTED INTFL DE L 1ST ANN Source Node 655 6130 6130 08 00 33 08 30 33 09 00 33 09 30 33 33 1 63 65 43 172 172 0 101 99 111 311 311 0 67 45 33 36 36 0 42 28 13 83 83 0 19 35 23 77 77 0 0 1 1 2 2 1 2 1 6 10 10 0 62 65 43 170 170 0 0 0 0 0 0 0 20 41 30 91 91 0 16 14 26 56 56 2ND Source Node 992 6400 6400 08 00 35 08 30 35 09 00 35 09 30 35 35 1 3 1 3 8 8 0 2 6 11 19 19 0 33 0 33 16...

Page 186: ...andoned within the maximum delay threshold as defined in parameter administration on the Meridian MAX Calls Answd Bef_T The number of calls answered before the maximum delay threshold as defined in parameter administration on the Meridian MAX Calls Answd Aft_T The number of calls answered at or after the maximum delay threshold as defined in parameter administration on the Meridian MAX Calls Abdnd...

Page 187: ... Performance Report shows statistics based on the queue to which a call was originally directed the source ACD DN and not where the call was eventually answered the destination ACD DN Therefore the number of overflow interflow and transferred calls all affect these statistics The time the route was in use is shown under CCS The value is expressed in hundreds of call seconds It includes answering d...

Page 188: ...ce Report shows the queues to which the traffic on each trunk route is directed The ACD operation must pay for the time that calls wait on some trunks This report can be used to determine the costs for each route The key fields for the Route by ACD DN Performance Report are ACD DN Route Name and Base Time Unit An interval report for three routes is shown in the example ...

Page 189: ...0 09 00 09 30 6130 6300 6130 6300 6130 6300 6130 6300 1 80 63 182 65 154 43 154 742 742 0 17 101 303 99 262 111 463 1356 1356 0 8 67 51 45 36 33 9 31 31 0 4 42 92 28 52 13 12 243 243 0 0 19 78 35 95 23 108 358 358 0 2 0 0 1 4 1 2 10 10 1 74 2 12 1 3 6 32 131 131 0 4 62 182 65 154 43 154 664 664 0 0 0 0 0 0 0 0 0 0 0 0 20 92 41 110 30 142 435 435 0 0 16 70 14 42 26 127 295 295 8 33 08 00 08 30 09 0...

Page 190: ...or abandoned within the maximum delay threshold as defined in parameter administration on the Meridian MAX Calls Answd Bef_T The number of calls answered before the maximum delay threshold as defined in parameter administration on the Meridian MAX Calls Answd Aft_T The number of calls answered at or after the maximum delay threshold as defined in parameter administration on the Meridian MAX Calls ...

Page 191: ...N Performance Report shows statistics based on the queue to which a call was originally directed the source ACD DN and not where the call was eventually answered the destination ACD DN Therefore the number of overflow interflow and transferred calls all affect these statistics The time the route was in use is shown under CCS The value is expressed in hundreds of call seconds It includes answering ...

Page 192: ... Service Performance Report contains many of the same statistics as the Summarized ACD DN Performance Report However it groups the statistics by the DNIS numbers for the incoming calls instead of by ACD DNs The key fields for the DNIS Performance Report are DNIS Number DNIS Identifier and Base Time Unit An interval report for four DNIS numbers is shown in the example ...

Page 193: ...ay 03 21 96 DNIS NMB R DNIS IDENTIFIER INTVL CALL S ANSW D AVG ANS W DLY SEC MAX ANS W DLY SEC CALLS ABAN D AVG ABN D DLY SEC MAX ABN D DLY SEC AVG TALK TIME SEC TSF Destination Node 655 0123 Local 1 14 00 84 84 84 26 26 26 40 40 40 7 7 7 30 30 30 60 60 60 64 64 64 62 62 62 0123 0125 Long Dist 1 14 00 176 176 176 7 7 7 12 12 12 3 3 3 10 10 10 15 15 15 70 70 70 88 88 88 0125 Destination Node 900 87...

Page 194: ... abandoned Max Abnd Dly The longest delay before a call was abandoned Avg Talk Time Sec The average ACD talk time TSF The telephone service factor Interpreting the report The information on this report is similar to that on the Summarized ACD DN Performance Report However on this report the information is grouped according to the telephone numbers the customers dialed The Summarized ACD DN Perform...

Page 195: ... and the average time spent on direct call processing for each ACD DN The ACD DN data is broken down further by the different activity codes entered within each queue It shows the type of work being done on each queue and the time that work is taking The key fields for the ACD DN by Activity Code Report are ACD DN Activity Code and Base Time Unit An interval report for one ACD DN appears in the ex...

Page 196: ...poration Date 04 15 96 Time 08 09 22 Interval 08 00 14 00 Day 04 13 96 Relative time zone NAC ACD ACTIVITY CODE NUM BER OF CALLS AVERAGE TALK TIME SEC Destination Node 655 Marketing Inf 3000 08 00 101 112 250 901 902 1 1 1 3 1 7 7 INTVL 21 114 18 25 26 29 29 Marketing Inf NAME NUMBER Destination Node 900 Production Inf 9000 08 00 101 112 250 901 902 4 1 2 3 2 12 12 185 15 111 10 30 15 15 15 49 Pro...

Page 197: ...Sec The average talk direct call processing time charged to the activity code Interpreting the report When a single call has several activity codes entered against it each code is counted separately in the Number of Calls column This is the case even if two portions of the call have the same activity code the talk time is split according to when each activity code was entered When the same type of...

Page 198: ... the number of times each activity code was entered and the average time spent on direct call processing The activity data is broken down further by the ACD DNs in which the activity codes were entered It shows the type of work performed by the agents and the time that work is taking The key fields for the Activity Code by ACD DN Report are ACD DN Activity Code and Base Time Unit ...

Page 199: ...t Page 1 ABC Corporation Date 04 15 96 Time 08 14 03 Intervals 08 00 11 00 Day 04 14 96 Relative to time zone NAC ACTIVITY CODE INTVL ACD NAME NUMBER NUM BER OF CALLS AVERAGE TALK TIME Destination Node 655 SEC 63 09 00 Marketing Inf 3000 1 134 63 1 134 1 134 101 09 00 Production Inf6000 1 550 09 30 1 22 10 00 1 422 101 3 331 3 331 50 1200 Destination Node 900 ...

Page 200: ...umber of occasions on which the activity code was entered Average Talk Time Sec The average direct call processing time charged against the activity code Interpreting the report The information on this report is similar to that in the ACD DN by Activity Code Report However this report presents detailed information about each activity code and the queues for which it was entered This report allows ...

Page 201: ...724352 Standard 1 0 November 1994 Network Trunk Utilization Report The Network Trunk Utilization Report describes general trunk usage for incoming and outgoing network calls The key fields are Route Trunk ACD DN Number and Base Time Unit ...

Page 202: ...TWORK OVERFLOW INCOMING OUTGOING INCOMING CCS ANSWD CCS ANSWD CCS ANSWD OTHER 33 2 1550 09 00 09 30 11 30 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 1 1 1 1 1 3 3 Source Node 255 Relative time zone Node 44 0 5095 06 00 07 00 07 30 08 00 08 30 09 00 09 30 10 00 10 30 11 00 11 30 0 2 3 17 17 14 30 34 45 23 27 212 212 780 3 0 0 3 0 0 1 0 0 2 5 14 14 625 1 0 0 3 0 0 1 0 0 1 1 7 7 421 0 1 2 10 12 7 ...

Page 203: ...unk statistics section of the Statistics groups chapter Network Outgoing Answd The number of network overflow outcalls answered by agents of one of the target ACD DNs See NTOF OUT CALLS in the Trunk statistics section of the Statistics groups chapter Other Incoming CCS The total number of hundred call seconds This is an overall measure of trunk usage It includes the answering delay for the number ...

Page 204: ...rted Call Profile Report The Diverted Call Profile Report shows where the calls originating at a specific ACD DN were ultimately answered The calls are further broken down into local networked and queue count overflow calls The key fields are Source ACD DN Destination Node Destination ACD DN and base time unit ...

Page 205: ...S DELAY DIVERTED INTRFLOW TOT NUM QOV F 520 2 1 1 1 0 0 0 0 0 0 0 0 0 0 0 0 58 24 39 22 0 0 0 0 520 5 0 0 0 40 0 5 0 0 0 40 0 255 1 1 1 1 1 1 1 1 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 97 95 56 29 24 31 11 17 35 18 522 10 0 0 0 41 0 Source Node 655 SEC 03 16 96 03 16 96 03 16 96 03 16 96 03 16 96 03 16 96 03 16 96 03 16 96 03 16 96 03 16 96 03 16 96 03 ...

Page 206: ...ld appears as zero when the source and destination ACD DNs are on different nodes See LTOF Calls in the Overflow statistics section of Statistics groups chapter Calls Answered TOF NTWK The number of calls that originated at the source ACD DN on the customer s node that were answered by agents of the destination node ACD DN and were network time overflowed into the destination ACD DN This field app...

Page 207: ...e and destination ACD DNs are not equal This can happen because calls interflowed do not first overflow Interpreting the report The intent of this report is to provide the breakdown of answered calls which originated at the customer s node In instances where the source node is the same as the destination node there are no network in calls Conversely where the source node is different from the dest...

Page 208: ... ACD DN Calls Profile Report The Target ACD DN Calls Profile Report shows the origin of calls which were ultimately answered at the target ACD DN The calls are further broken down into local networked and queue count overflow calls The key fields are Destination ACD DN Source Node Source ACD DN and Base Time Unit ...

Page 209: ...ACD DN SOURCE NODE ACD DN INTVL CALLS ANSWERED TOF TOT LOCALNTWK TOT NUM QOVF AVG ANS DELAY TOT DST SEC SEC 2 7 5 3 4 8 8 8 2 47 47 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 6 6 13 9 24 16 61 171 9 48 48 6 6 13 9 24 16 61 171 9 48 48 08 00 08 30 09 00 09 30 10 00 10 30 11 00 11 30 12 00 8558 334 8158 Destination Node 350 1 7 2 10 10 525 1 0 0 1 1 210 0 0 0 0 0 0 0 0 0 0 0 0...

Page 210: ...rce and destination ACD DNs are either on different nodes or equal See LTOF Calls in the Overflow statistics section of Statistics groups chapter in this document Calls Answered TOF Ntwk The number of calls that were answered by agents of the destination ACD DN on the customer s node that originated at the source node ACD DN and were network time overflowed into the destination ACD DN This field a...

Page 211: ...time delay for enhanced and network time overflowed calls Interpreting the report This report provides a breakdown of the origin of answered calls on the customer s node In instances where the source node is the same as the destination node there are no network outflow in calls Conversely where the source node is different from the destination node there are no local time overflow calls ...

Page 212: ...erformance Report provides an overview of a queue s performance similar to that of the Summarized ACD DN Performance Report The primary difference is that the overflow statistics are further divided into calls that overflowed from another queue on the network and calls that overflowed from another queue on the node The key fields are ACD DN and Base Time Unit ...

Page 213: ...UMBER OF CALLS SRV INTVL AVG AGENT TIME LVL AVG DEL NT W LC L OVFL AC D NON ACD TOVF ANSW NO T EN H LC L NT W AN S IN ABND TALK RD Y TOVF SE C OU T IN SE C SE C SE C SE C SE C SE C SE C Destination Node 785 852 852 15 00 100 100 100 0 0 0 0 0 0 0 0 0 44 44 44 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 44 44 44 2 2 2 0 0 0 265 265 265 Destination Node 820 860 860 15 00 100 100 100 450 0 0 0 0 0 0 0 0 0 0 0 0 11...

Page 214: ...ed by an agent Avg Del Ntw The average delay before a network overflow call was answered by an agent Avg Del Lcl The average delay before a local overflow call was answered by an agent Avg Del Enh The average delay before an enhanced overflow call was answered by an agent NUMBER OF CALLS STATISTICS Answ The number of calls answered Ntw Tovf The number of calls that time overflowed into this queue ...

Page 215: ...call Not Rdy The average time an agent spent doing post call work Non ACD In The average time that an agent spent on incoming DN calls Non ACD Out The average time that an agent spent on outgoing DN calls Interpreting the report Use this report to determine how the performance of the agents and individual queues are being affected by call traffic arriving from other nodes on the network ...

Page 216: ...e RAN routes that are configured with RACD NO are not reported in Meridian MAX The RAN route name s is defined in the target Meridian MAX nodes using route definition for use in RAN route reports This report is available for each of the standard report time frames for example interval shift day week month or period If a Meridian MAX node requested does not have RAN enabled the switch is running Re...

Page 217: ...de 123 Route033 Route035 Route037 03 17 96 2 2 03 18 96 2 5 03 23 96 12 8 16 15 Destination Node 456 22 26 Statistics on the RAN route report Base Time Unit The time frame for example interval day week month or period for which the report was generated RAN Route This field shows the specific route ID the RAN uses RAN Accesses The number of times that this recorded announcement route was accessed R...

Page 218: ...ut the requested data is not in the Meridian MAX database a line appears in the report s banner page indicating the node s name address and a message that data was not available from the node This report is available for each of the standard NAC report times for example interval shift day week month and period It shows the actual number of calls each destination node answered and the average time ...

Page 219: ...ANS ABD ABD LVL ROUTE DISC BUSY DFLT DEL DEL DEL DN SEC SEC SEC DN 222 4454 84 78 14 20 6 18 90 0 0 0 0 18 15 18 90 92 88 0 0 0 222 4458 08 0008 30 09 00 12 14 12 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 12 14 12 222 4458 38 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 38 122 78 10 20 6 18 62 0 0 0 38 Destination Node 456 444 5554 08 0008 30 09 00 121 99 100 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 121 99 100 444 55...

Page 220: ... a caller experienced before the call was answered Long Ans Del Sec The longest time a call waited before being answered Calls Abnd The total number of calls accepted at the CDN which were abandoned while waiting to be answered through the controlled operation Long Abd Del Sec The longest time a call waited before being abandoned Srv Lvl The percentage of calls answered or abandoned within the max...

Page 221: ...November 1994 Busy The number of controlled calls that were given a Force Busy treatment by the CCR application plus the number of calls busied by the call ceiling Dflt DN The number of calls that were directed to the default ACD DN in default mode operation ...

Page 222: ...and music should play to encourage callers to wait The report is also used as a supplement to other management reports to help decide if staff adjustments are needed It can also be used to forecast traffic patterns The key fields for the CDN Delay Before Answering Report are Control DN and Base Time Unit A daily report for three queues over six days is shown in the example If a Meridian MAX node r...

Page 223: ...0 0 0 0 0 0 5 170 3400 82 15 0 0 0 0 0 0 0 0 8 180 Destination Node 123 222 4454 08 00 08 30 09 00 700 60 20 20 0 0 0 0 0 0 0 10 200 1200 70 20 10 0 0 0 0 0 0 0 10 100 2100 80 20 0 0 0 0 0 0 0 0 5 100 4000 74 20 6 0 0 0 0 0 0 0 8 200 222 4458 222 4458 7400 78 18 4 0 0 0 0 0 0 0 8 200 444 5554 08 00 08 30 09 00 8000 10 10 40 40 0 0 0 0 0 0 40 175 12000 20 20 30 30 0 0 0 0 0 0 30 195 14000 20 70 0 1...

Page 224: ...frame for example interval day week month or period for which the report was generated Calls Answd The number of calls answered by agents Percent Of Calls Answered Within Sec The percentage of calls that were answered within the specified delay periods Avg Del Sec The average time a call waited before being answered Long Del Sec The longest time a call waited before being answered ...

Page 225: ...information can be used to decide when the recorded announcements and music are to play and encourage callers to wait The key fields for the CDN Delay Before Abandoning Report are Control DN and Base Time Unit A daily report for three queues over six days is shown in the example If a Meridian MAX node requested does not have CCR EAR a line appears on the report s banner page indicating the node s ...

Page 226: ... 0 0 0 0 0 0 10 15 200 90 10 0 0 0 0 0 0 0 0 5 27 340 82 15 1 0 0 0 0 0 0 0 8 27 Destination Node 123 222 4454 08 00 08 30 09 00 70 60 20 20 0 0 0 0 0 0 0 10 80 120 70 20 10 0 0 0 0 0 0 0 10 10 210 80 20 0 0 0 0 0 0 0 0 5 10 400 74 20 6 0 0 0 0 0 0 0 8 80 222 4458 222 4458 740 78 18 4 0 0 0 0 0 0 0 8 80 444 5554 08 00 08 30 09 00 800 10 10 40 40 0 0 0 0 0 0 40 50 1200 20 20 30 30 0 0 0 0 0 0 30 19...

Page 227: ...interval day week month or period for which the report was generated Calls Abdnd The number of calls abandoned by the caller Percent Of Calls Abandoned Within Sec The percentage of calls abandoned within the specified delay period Avg Del Sec The average time a caller waited before abandoning call Long Del Sec The longest time a caller waited before abandoning call ...

Page 228: ...report time frames for example interval shift day week month and period This report only contains meaningful data if the CCR EAR MIS option is enabled in one or more Meridian MAX nodes If a Meridian MAX node requested does not have CCR EAR enabled a line appears on the report s banner page indicating the node s name address and a message that the requested data type is not supported If CCR EAR is ...

Page 229: ...tive time zone NAC CONTROL ACD DN INTVL CALLS AVG LONG DN NUMBER ANSWD ANS ANS DEL DEL SEC SEC Destination Node 123 222 4458 245 8862 08 00 6 20 50 08 30 7 30 40 09 00 6 30 40 245 8863 08 00 6 20 40 08 30 7 20 45 09 00 6 30 40 222 4458 38 25 50 38 25 50 Destination Node 456 444 5554 245 8862 08 00 121 20 80 08 30 99 30 70 09 00 100 30 80 444 5554 320 26 80 444 5558 245 8864 08 00 120 20 75 08 30 9...

Page 230: ...xample interval day week month or period for which the report was generated Control DN This field shows the unique CDN identifier ACD DN Number This field shows the CDN s target ACD DNs Calls Answd The number of calls answered for this CDN Avg Ans Del Sec The average delay a caller experienced before the call was answered Long Ans Del Sec The longest time a call waited before being answered ...

Page 231: ...rom the main menu Processing commands The Meridian 1 switch accepts changes from the NAC through a Meridian MAX node and the Meridian MAX attached to the switch This makes it possible for two or more configuration control commands to be sent to the same Meridian 1 at virtually the same time The Meridian 1 switch executes the first command that it receives regardless of the source The second comman...

Page 232: ...etwork Night Routing Tables 4 View Miscellaneous Parameters 5 Run Network Configuration Update 6 Create or Modify Network Change Orders 7 Create or Modify Lists 8 View Transaction Log HELP Help F10 Display Execution Queue Function keys Help Help Provides information regarding this feature and its fields F10 Display Execution Queue Displays the current contents of the Network Configuration Control ...

Page 233: ...ul if the configuration of a Meridian MAX node becomes out of sync with its entry in the NAC displays This temporarily slows the NAC and Meridian MAX nodes It is recommended that this command be used sparingly For example imagine that the day tables have been changed on a Meridian MAX node in Chicago This change is reflected immediately on the routing table display for Chicago The change request i...

Page 234: ... or deletes a network change order Create or Modify Lists Accesses the List Management feature This is the same List Management feature accessed from the main menu Refer to the List Management chapter for information View Transaction Log Displays the log of the network configuration control transactions kept by the system ...

Page 235: ...get NACD DN All the Target and Time fields must be completed in a column before entries can be made in the next column Note When defining day routes do not select CDNs as either source or destination DNs for the purpose of rerouting calls The Meridian MAX does not include any CDNs in the lists sent to the NAC for use in configuration control operations Figure 12 2 Network Configuration Control Day...

Page 236: ...election Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up window from the screen PF3 NACD DN Lists Displays a pop up window of the NACD DN lists defined in the List Management feature This function key does not appear if there are no defined NACD DN lists Refer to the Li...

Page 237: ...is function key appears only if a change is made to the target table F10 Display Execution Queue Displays the current contents of the network configuration control execution request queue This queue contains all requests for changes that have been made Refer to the Execution Queue section in this chapter for more information Remove Delete entry Removes an entry from a list Remove Delete list Remov...

Page 238: ...is shown when no changes have been made to the table Unregistered targets are automatically retried by the system approximately every five minutes To add a target to the table move the cursor to the blank entry at the end of the table and enter the new target number The timer value for the new target initially appears as 0 To remove a target from the table position the cursor on the target to be r...

Page 239: ...and the number of seconds the call should wait in the queue before it sends a call request to the next target NACD DN All the Target and Time fields must be completed in a column before entries can be made in the next column Note When defining night routes do not select CDNs as either source or destination DNs for the purpose of rerouting calls The Meridian MAX does not include any CDNs in the lis...

Page 240: ...No selection Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up window from the screen PF3 NACD DN Lists Displays a pop up window of the NACD DN lists defined in the List Management feature This function key does not appear if there are no defined NACD DN lists Refer to th...

Page 241: ...function key appears only if a change is made to the target table F10 Display Execution Queue Displays the current contents of the network configuration control execution request queue This queue contains all requests for changes that have been made Refer to the Execution Queue section in this chapter for more information Remove Delete entry Removes an entry from a list Remove Delete list Removes ...

Page 242: ... is shown when no changes have been made to the table Unregistered targets are automatically retried by the system approximately every five minutes To add a target to the table move the cursor to the blank entry at the end of the table and enter the new target number The timer value for the new target initially appears as 0 To remove a target from the table position the cursor on the target to be ...

Page 243: ...ion control link or a NAC link may take up to seven minutes before being reflected on the display Figure 12 4 Network Configuration Control View Miscellaneous Parameters 12 00 00 Network Configuration Control View Miscellaneous Parameters Node MAX CC Link NAC Link Address Status Status 255 UP UP 334 UP UP 338 UP UP 342 UP UP 343 DOWN UP 646 UP UP 655 UP UP 760 UP UP 761 UP UP HELP Help PF1 Exit F1...

Page 244: ...rly connected then this field shows UP for the appropriate node This indicates that the node is up and running If there is no connection between the switch and the Meridian MAX such as might occur if a cable were disconnected then this field shows DOWN for the node This indicates that there is a problem with the connection NAC Link Status Displays the status of the NAC link between the NAC and the...

Page 245: ...a day They can also occur on a specific date and hour Change orders can also be executed upon request without scheduling To define a new change order fill in the fields The three fields in the lower portion of the screen specify the changes to be made by this change order If one of these is changed to Yes the Network Configuration Control screen corresponding to that field appears This is the same...

Page 246: ...RATION UPDATE No REMOVE Erase field PF2 Options PF1 Commands HELP Help F20 Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the Network Configuration Control submenu Changes to the screen which have not been saved are deleted Clear the form C...

Page 247: ...ecutes the currently displayed change order The change order is sent to the execution queue Read adhoc change order Displays the existing ad hoc change order PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up window from the screen PF3 Enter changes screen Displays the corresponding Network Configuration Control screen for...

Page 248: ... the day routing table is to be changed If the field is Yes the system displays the Network Configuration Control Day Tables screen described in this chapter When the entries are finished the Network Configuration Control Change Orders screen appears Change Night Routing Tables Determines whether the night routing table is to be changed If the field is Yes the system displays the Network Configura...

Page 249: ...orders whether they succeed or fail are also recorded here When the transaction log reaches a size of approximately 2 000 lines the system automatically truncates the file to the most recent 200 lines When this option is initially selected the bottom of the transaction log is displayed To move about in the file use the Page Up and Page Down keys to move by pages or the and arrow keys to move by li...

Page 250: ...or sending message to Meridian MAX node 334 Line 1 of 17 Line 1 of 1 HELP Help PF1 Exit F10 Display Execution Queue F6 Print Function keys Help Help Provides information regarding this feature and its fields PF1 Exit Returns the system to the Network Configuration Control submenu F6 Print Prints the transaction log F10 Display Execution Queue Displays the current contents of the Network Configurat...

Page 251: ...ed All of the commands are listed in the queue in the order they are received Commands that are not scheduled are listed according to the time they were added to the queue Scheduled commands are listed according to the time they are scheduled to be executed Figure 12 7 Configuration Control Execution Queue 12 00 00 Configuration Control Execution Queue Number of commands queued 2 Time Originator R...

Page 252: ...eature Fields Number of commands queued Displays the number of network configuration control commands waiting for execution Time Displays the time the scheduled commands are set to function Commands that are not scheduled show the time they were added to the queue Originator Displays the name of the supervisor who generated the commands Request Description Describes the nature of the commands wait...

Page 253: ... first two options are not accessible from the Nodal Control DN Queue Statistics feature 3 a Choose Change Network Day Routing Tables to set or change the time overflow day routing table for each queue The Network Configuration Control Day Tables display appears in the bottom portion of the screen See Figure 13 1 b Choose Change Network Night Routing Tables to set or change the time overflow night...

Page 254: ... Network Configuration Control chapter Figure 13 1 Ad hoc mode day tables 12 00 00 Network ACD DN Queue Statistics Display NODE ACDDN AVG SVC CALLS CALLS CALLS TIME OVERFLOW DELAY LVL ABAND ANSWD WAITING IN OUT WAIT 123 555 7890 5 95 2 100 0 10 5 0 123 555 7891 7 90 10 50 2 7 0 0 123 555 7892 15 75 20 100 11 0 15 0 123 555 7893 1 100 0 23 0 0 0 Network Configuration Control Day Tables NACD DN Targ...

Page 255: ...etwork ACD DN Queue Statistics feature Exit Returns the system to the main menu NACD DN Queue Statistics Display Provides access to the Network ACD DN Queue Statistics display if this option is highlighted CDN Queue Statistics Display Provides access to the Nodal Control DN Queue Statistics This command is only offered if the CCR EAR option is enabled The CDN Statistics must also be enabled in the...

Page 256: ...iguration Control is selected from the Network Details Display feature PF3 Remove CC window Removes the Network Configuration Control Day Tables pop up from the screen This function key is available if Configuration Control is selected from the Network Position Status Counts Display or Network ACD DN Queue Statistics features F6 Print Provides a snapshot report of the current network activity This...

Page 257: ...y Provides the data in a graphic format This function key is available if Configuration Control is selected from the Network Position Status Counts Display feature The data must already be in numeric format for this function key to appear F9 Numeric display Provides the data in a numeric format This function key is available if Configuration Control is selected from the Network Position Status Cou...

Page 258: ...Night Routing Tables section in the Network Configuration Control chapter Figure 13 2 Ad hoc mode night tables 12 00 00 Network ACD DN Queue Statistics Display NODE ACDDN AVG SVC CALLS CALLS CALLS TIME OVERFLOW DELAY LVL ABAND ANSWD WAITING IN OUT WAIT 123 555 7890 5 95 2 100 0 10 5 0 123 555 7891 7 90 10 50 2 7 0 0 123 555 7892 15 75 20 100 11 0 15 0 123 555 7893 1 100 0 23 0 0 0 Network Configur...

Page 259: ...work ACD DN Queue Statistics feature Exit Returns the system to the main menu NACD DN Queue Statistics Display Provides access to the Network ACD DN Queue Statistics display if this option is highlighted CDN Queue Statistics Display Provides access to the Nodal Control DN Queue Statistics This command is only offered if the CCR EAR option is enabled The CDN Statistics must also be enabled in the s...

Page 260: ... Configuration Control is selected from the Network Details Display feature PF3 Remove CC window Removes the Network Configuration Control Night Tables pop up from the screen This function key is available if Configuration Control is selected from the Network Position Status Counts Display or Network ACD DN Queue Statistics features F6 Print Provides a snapshot report of the current network activi...

Page 261: ...elected from the Network Position Status Counts Display feature F9 Graphic display Provides the data in a graphic format This function key is available if Configuration Control is selected from the Network Position Status Counts Display feature The data must already be in numeric format for this function key to appear F9 Numeric display Provides the data in a numeric format This function key is av...

Page 262: ...rom the Nodal Control DN Queue Statistics feature Figure 13 3 Ad hoc mode View Miscellaneous Parameters 12 00 00 Network ACD DN Queue Statistics Display NODE ACDDN AVG SVC CALLS CALLS CALLS TIME OVERFLOW DELAY LVL ABAND ANSWD WAITING IN OUT WAIT 123 555 7890 5 95 2 100 0 10 5 0 123 555 7891 7 90 10 50 2 7 0 0 123 555 7892 15 75 20 100 11 0 15 0 123 555 7893 1 100 0 23 0 0 0 0 Sales 7 90 32 273 13 ...

Page 263: ...ontrol is invoked from the Network ACD DN Queue Statistics or Nodal Control DN Queue Statistics features Exit Returns the system to the main menu NACD DN Queue Statistics Display Provides access to the Network ACD DN Queue Statistics display if this option is highlighted CDN Queue Statistics Display Provides access to the Nodal Control DN Queue Statistics This command is only offered if the CCR EA...

Page 264: ... Status Counts Display Network ACD DN Queue Statistics or the Nodal Control DN Queue Statistics features For more information on the Network Details Display feature refer to the Queue Statistics Display chapter F8 Position Status Display Toggles between the Network Position Status Counts Display feature and either the Network ACD DN Queue Statistics Display feature or the Nodal Control DN Queue St...

Page 265: ...ol is selected from the Network Position Status Counts Display feature The data must already be in graphic format for this function key to appear F10 Display Execution Queue Displays the current contents of the Network Configuration Control execution request queue This queue contains all requests for changes that have been made Refer to the Execution Queue section in the Network Configuration Cont...

Page 266: ...e saving ways For example a supervisor may wish to produce a report on 85 specific CDNs Rather than producing a separate report on each CDN the supervisor can create a list of these 85 CDNs Only the name assigned to this list needs to be provided when defining the report rather than each individual CDN number Accessing this feature This feature can be accessed by selecting the List Management opti...

Page 267: ... The following commands are available after pressing Commands Exit without saving changes Returns the system to the main menu Any changes made but not saved are ignored Clear the form Clears all information from the screen Read an existing list definition Allows an existing list to be selected for modification or review Undo changes to list definition Returns a changed list definition to its origi...

Page 268: ...on display PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Provides a description or list of valid entries for the field PF2 Select no options Removes the Options pop up window from the screen PF3 Edit field Allows a field to be edited PF3 End editing Indicates that no further editing is required in the field F6 Insert Element Inserts a list element between two...

Page 269: ...DN Selection features described in the Parameter Administration chapter The NACD DN lists are used in the Network Configuration Control feature This list can contain any of the NACD DNs Unlike unit lists each NACD DN can appear on more than one list However the CDNs should not be added to this list type List Name Assigns a name to the list This name appears in the pop up menus for fields where lis...

Page 270: ...hecks the validity of the node number or character identifier However it does not verify the ACD DN CDN number which is entered The List Elements field appears after an entry is made in the List Type field A completed screen is shown in Figure 14 2 Figure 14 2 List Management list elements 12 00 00 List Management List Type NACD DN List Name NACD DN List List Elements Page 1 338 1000 255 6098 740 ...

Page 271: ...an be accessed in two ways depending on whether a password is assigned in the Network Administrator Password field in the Miscellaneous Options feature described in this chapter If a password has been assigned the Parameter Administration feature appears dim on the main menu indicating that its access is restricted Refer to the Entering network administration mode section in the Getting started ch...

Page 272: ...7 Display NACD DN Selection 12 Leave Network A 8 Display CDN Selection 13 Supervisor Mess 9 NACD DN CDN Definition 14 Logout 10 Language Options 11 Miscellaneous Options Use up and down arrows to move among menu items and press ENTER to make a selection HELP Help Menu options Exit Returns the system to the main menu Personnel File Definition Provide personal information on each network supervisor ...

Page 273: ...ppear together unwanted statistics to remain hidden and groups of one or more NACD DNs to be totalled The customized display is used by all network supervisors Display CDN Selection Defines the format of the CDNs displayed in the Nodal CDN Queue Statistics feature described in the Queue Statistics Display chapter CDNs can be added or removed from the Display CDN Selection feature or moved to a dif...

Page 274: ...ame Initials Comment 1000 Jones Sharon M Network Admin 1010 MacLaren Edward W Nodes 1 and 2 1020 Meredith Karen Nodes 3 and 4 HELP Help PF1 Commands PF2 Options REMOVE Delete record Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the Paramet...

Page 275: ... PF3 End editing Indicates that the editing process is finished Remove Delete record Removes a personnel file from the system Remove Erase field Removes the contents of a field Fields Personnel Number Assigns a unique identifier to each employee in the personnel file The new record is placed in sequential order on the screen Surname Provides the employee s surname First name Provides the employee ...

Page 276: ...e Rate 10 DN Display Numbers Display Style Numeric Display Name Disabled ACD DN Display Screen Page 1 CDN Display Screen Page 1 Profile Maint Enabled Remote Spv Login Enabled Network Admin Enabled Ntwk Report Defn Enabled Parameter Admin Enabled System Reports Enabled Schedule Defn Enabled Ntwk Config Control Enabled List Management Enabled Supervisor Messaging Enabled Tabular Printer RuggedWriter...

Page 277: ...ing supervisor definition Deletes an existing supervisor definition record from the system PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up window from the screen PF3 Edit field Allows a field to be edited PF3 End editing Indicates that the editing ...

Page 278: ...an use to communicate with the system This language is used on all of the network supervisor s displays and reports The default is the system default language Stats Update Rate Determines the number of seconds between each screen update in the real time display modes The default is 30 seconds DN Display Determines whether DNs are printed by name or number in the real time displays and configuratio...

Page 279: ... Each supervisor is usually assigned to monitor a group of queues which are assigned to a specific display screen page CDN Display Screen Page Determines which display page is initially shown to the supervisor when viewing the Nodal Control DN Queue Statistics Display This information is displayed over a series of successive screen pages Each page has an assigned number ranging from one to 22 and ...

Page 280: ...is network supervisor can access the Parameter Administration feature Typically only the network administrator has access to this feature System Reports Indicates whether this network supervisor can access the System Reports menu Typically all network supervisors have access to this menu Schedule Defn Indicates whether this network supervisor can access the Schedule Definition feature Typically on...

Page 281: ...visor Messaging feature Typically all network supervisors have access to this feature Tabular Printer Identifies the print device to be used when this network supervisor prints tabular reports The default is the system s default printer Graphic Printer Identifies the print device to be used when this network supervisor prints graphic reports The default is the system s default printer ...

Page 282: ...t day of the week can be selected to suit the network supervisor s needs Periods usually represent calendar months Up to 13 periods can be defined The combined periods span a full calendar year The shift is used to divide the day into a maximum of five shifts by combining interval data stored in the database The first shift always starts at midnight and the last always ends at midnight Figure 15 4...

Page 283: ... changes and returns the system to the Parameter Administration submenu PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up window from the screen PF3 Edit field Allows a field to be edited PF3 End editing Indicates that no further editing is required ...

Page 284: ...ecial characters Start Date Defines the date the period starts given in the format of mm dd The period ends on the day prior to the start of the next period Therefore all period start dates must be defined in chronological order First Day of Week Specifies the day the week is to begin It is recommended that the same day be used for the NAC and Meridian MAX nodes to improve the usability of reports...

Page 285: ...assessment of the NACD DN s and CDN s ability to meet on average the thresholds in the set Ideally threshold warnings should appear only if the number of incoming calls exceeds the capacity of the node or if the node s performance level is unacceptable The NACD DN CDN Definition feature described in this chapter allows a threshold definition to be assigned to each NACD DN and CDN However threshold...

Page 286: ... 2 6 1 100 1 1 1 HELP Help PF1 Commands PF2 Options REMOVE Delete record Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the Parameter Administration submenu without saving any changes Save and exit Saves the changes and returns the system t...

Page 287: ...one to 100 to the threshold set This number is also used when assigning a threshold definition in the NACD DN CDN Definition feature described in this chapter To add a new threshold move the selection bar to this field and enter the new threshold number The system inserts the new definition in the appropriate location in the list To modify an existing set enter the threshold number The correspondi...

Page 288: ...tics Display When this number is exceeded the Calls Waiting Dir field is highlighted on the Network ACD DN Queue Statistics screen to indicate that its performance is below expectations The Calls Wait field is highlighted on the Nodal Control DN Queue Statistics screen Calls Waiting Virtual Represents the maximum acceptable number of enhanced overflow or CCR waiting calls When this number is excee...

Page 289: ...ame Name Zone Type Number Communication 338 TORONTO TOR 0 0 MAX 4 30 Enabled 366 OTTAWA OTT 0 0 MAX 6 08 Enabled 446 RICHARDSON RCH 2 0 Disabled 646 MOUNTAIN VIEW MTV 3 0 MAX 4 30 Enabled 655 SANTA CLARA SCL 3 0 MAX 4 30 Disabled 726 CHICAGO CHG 1 0 MAX 4 30 Enabled 761 EDMONTON EDM 2 0 Disabled 862 MONTREAL MTL 0 0 MAX 4 30 Enabled 888 BOSTON BST 1 0 MAX 4 30 Enabled HELP Help PF2 Options PF1 Com...

Page 290: ...uring installation or when the system is shut down Time Zone Shows the difference between the time at the nodal site and the NAC site The value must be between 12 0 and 12 0 in 5 hour units The contents can only be changed during installation or when the system is shut down For example if the NAC site is in New York and the nodal site is in Los Angeles 3 0 appears as the time zone because there ar...

Page 291: ...nk between the node and the NAC The contents of the field may be changed to enabled or disabled When a link is enabled the NAC is ready to communicate with the node It cannot communicate with the node if the link is disabled If the link is disabled and the Node Type and Release Number fields are blank the node is new and not yet linked to the NAC If it is disabled and the Node Type and Release Num...

Page 292: ...off fields These fields allow unwanted display columns to be blanked out in the Network ACD DN Queue Statistics mode The remainder of the screen provides the template of the 22 pages of the display The 15 lines on each page may be left blank have a NACD DN defined or be part of a total display Note If an on off field is left blank the system uses the off default For example if the Avg Delay field ...

Page 293: ...LP Help PF1 Commands PF2 Options REMOVE Erase field Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the Parameter Administration submenu without saving any changes Read an existing unit definition Retrieves an existing unit definition and di...

Page 294: ...End editing Indicates that no further editing is required to the field F6 Insert Element Inserts a list element between two existing list elements It is used primarily to insert an element in a logical place F7 Delete Element Removes a single element from the list Remove Erase field Removes the contents of a field Fields Node ACD DN One of the following can be entered NACD DN To enter a NACD DN us...

Page 295: ...e totals The total consists of all NACD DNs up to the first blank line which can be part of the current display page or a previous display page blank line A blank line is used to divide groups of NACD DNs unit names Note Up to 22 screen pages can be used to add these elements A maximum of 160 NACD DNs and CDNs can be defined in any combination This is a combined maximum from both the Display NACD ...

Page 296: ...plays Calls Waiting Virt Shows the number of Enhanced Overflow or CCR calls in queue but not yet presented to an agent Enter ON if this field is to appear on the network displays Time Overflow In Displays the number of calls in this queue which were answered as a result of time overflow Enter ON if this field is to appear on the network displays Time Overflow Out Displays the number of calls which...

Page 297: ...s consist of nine on off fields These fields allow unwanted display columns to be blanked out in the Nodal CDN Queue Statistics mode The remainder of the screen is the template of the 22 pages of the display Each of the 15 lines on each page may be left blank have a CDN defined or be part of a total display Figure 15 8 Display CDN Selection screen 12 00 00 Display CDN Selection NODE CONTROL AVG SV...

Page 298: ...ction Save as the new Display CDN Selection Saves the information Print the Display CDN Selection Prints the Display CDN Selection information Clear Display CDN Selection Clears the entire selection from the screen PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the ...

Page 299: ...re described in the List Management chapter Predefined units may be used by selecting the Read an existing Unit definition in the Commands pop up window If a unit name is used all of the CDNs assigned to the unit name also appear The CDNs are followed by a horizontal bar which is followed by a line containing the unit name and the consolidated statistics for the constituent CDNs This choice occupi...

Page 300: ...y threshold is reached Enter ON if this field is to appear on the network display Calls Wait Displays the number of calls in queue at the CDN Incoming calls which are sent to the CDN in default mode do not queue at the CDN These calls are not reflected in this field However they are queued at the CDN s default ACD DN Enter ON if this field is to appear on the network display Call Termination Aband...

Page 301: ...lls which were answered and then transferred by an IVR application Enter ON if this field is to appear on the network display Call Termination Disconnect Shows the number of controlled calls given the force disconnect treatment by the CCR Enter ON if this field is to appear on the network display Call Termination Default Shows the number of calls directed to the default ACD DN Enter ON if this fie...

Page 302: ...ature described in this chapter Figure 15 9 NACD DN CDN Definition screen 12 00 00 NACD DN CDN Definition Node ACD DN CDN NACD DN CDN Name Threshold Number 111 222 3333 Sales 1 222 333 4444 Marketing 3 333 444 5555 General Info 10 HELP Help PF1 Commands PF2 Options PF3 Edit field REMOVE Erase field Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The ...

Page 303: ... to the field Remove Erase field Removes the contents of a field Fields Node ACD DN CDN Provides the location and number of the ACD DN or CDN being defined NACD DN CDN Name Provides a name associated with the NACD DN or CDN number This 16 character name helps to identify the NACD DN or CDN in network displays or reports One method of identification is to enter the three characters from the node s ...

Page 304: ...guage cannot be removed if it is used by a supervisor Figure 15 10 Language Options screen 12 00 00 Language Options Default Language English Secondary Language French HELP Help PF1 Commands PF2 Options Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the ...

Page 305: ...om the screen PF2 Options Displays a description or list of valid entries for the field PF2 Select no option Removes the Options pop up window from the screen Remove Erase field Removes the contents of a field Fields Default Language Defines the default language to be used by the system An entry must be made in this field Secondary Language Defines an alternate language which can be used by the sy...

Page 306: ...inter RuggedWriter Graphic Printer LaserJet NAC to Node Login Password ACDNetwork Statistics Transmission Rate 30 HELP Help PF1 Commands PF2 Options PF3 Edit field REMOVE Erase field Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the Parame...

Page 307: ...etwork Administrator Password Provides the password to access the Parameter Administration and Schedule Definition features in the network administration mode This is an optional field If a password is defined it must be entered when the Enter Network Administration Mode option is selected from the main menu The procedure on entering the network administration mode is described in the Getting star...

Page 308: ...same password If this field is changed the Network Administrator Password field at each Meridian MAX node not to be confused with the Network Administration Password in this feature must be changed to match it Statistics Transmission Rate This field determines the frequency of statistics transmission from each Meridian MAX site to the NAC It must be set according to the amount of data being transm...

Page 309: ... schedule Accessing this feature This feature can be accessed in two ways depending on whether a password is assigned in the Network Administrator Password field in the Miscellaneous Options feature described in the Parameter Administration chapter If a password is assigned the Schedule Definition feature appears dim on the main menu indicating that its access is restricted Refer to the Entering n...

Page 310: ...y Every Saturday Every Sunday Time Restriction 0 00 23 59 HELP Help PF1 Commands PF2 Options PF3 Edit field REMOVE Erase field Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the main menu Clear the form Clears information from the screen le...

Page 311: ... Delete an existing schedule definition Removes the schedule definition from the system Attach reports to this schedule Allows a report s to be attached to the schedule Attach change orders to this schedule Allow a change order s to be attached to the schedule PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for th...

Page 312: ... the fifth day of every month 06 means every day in June means every day of every month Start of each Week Enter an asterisk to run the schedule on the first day of each week Otherwise leave the field blank to indicate that it is not to be used in the schedule The week is defined in the Time Frames Definition feature described in the Parameter Administration chapter Start of each Period Enter an a...

Page 313: ...lank to indicate that it is not to be used in the schedule End of each Shift Enter an asterisk to run the schedule at the end of each shift Otherwise leave the field blank to indicate that it is not to be used in the schedule Times in Schedule hh mm Enter a specific time the schedule is to be run Any number between 00 and 23 can be entered for the hour An asterisk can be entered in place of the ho...

Page 314: ... each report before attaching it to a schedule The number of different reports plus the number of copies of each report can require a great deal of printer time No other report requests scheduled and ad hoc can be printed while a set of scheduled reports is being printed Consequently other reports are backlogged waiting for the printer to finish Note Only public reports can be attached to schedule...

Page 315: ...etwork Report 9 HELP Help PF1 Commands PF2 Options F6 Add multiple reports Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the main menu Clear the form Clears information from the screen leaving a blank schedule definition This command shoul...

Page 316: ...system Attach change orders to this schedule Attaches change orders to this schedule Return to main schedule screen Returns the system to the main Schedule Definition screen PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up window from the screen F6 ...

Page 317: ...reports currently attached to this schedule if any appear on the screen 3 Position the cursor in the Scheduled Reports column and press Options A list of defined reports is displayed in a pop up window 4 Select a report from the pop up window The pop up window disappears and the selected report appears on the screen 5 If necessary move the cursor to the Copies field to indicate the number of copie...

Page 318: ...top adding to indicate that no more reports are to be added at this time The pop up window disappears 6 Move the cursor to the Copies field if required and adjust the number of copies to be printed of each report The system automatically indicates one copy but up to nine can be made of each report 7 To remove an existing report position the cursor on the report and press Remove report 8 Press Comm...

Page 319: ...re than 20 be attached It is also important to bear in mind the time required to process each change order before attaching it to an order No other network configuration control commands scheduled and ad hoc can be executed while a series of scheduled change orders are processed Consequently these other commands become backlogged waiting for the scheduled change order to finish Accessing this feat...

Page 320: ...ange orders Chicago Mid Day Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available after pressing Commands Exit without saving changes Returns the system to the main menu Clear the form Clears information from the screen leaving a blank schedule definition This command should be used when a new schedule definition is to ...

Page 321: ...m the system Attach reports to this schedule Attaches reports to this schedule Return to main schedule screen Returns the system to the main Schedule Definition screen PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Remove options pop up Removes the Options pop up window from the screen F6 Add mu...

Page 322: ...een 3 Position the cursor in the Scheduled Change Orders column and press Options A list of defined change orders is displayed in a pop up window 4 Select a change order from the pop up window The pop up window disappears and the selected change order appears on the screen 5 Repeat Steps 3 to 4 to add additional change orders 6 To remove an existing change order position the cursor on the change o...

Page 323: ...move change order 7 Press Commands to display the Commands pop up window and select Return to main schedule screen The system returns to the main Schedule Definition screen 8 Attach any reports to the schedule if necessary This procedure is described in the Attaching reports to the schedule section described in this chapter 9 After the schedule definition is completed press Commands on the Schedul...

Page 324: ...eceive read prepare and send messages between the nodes connected in the network Accessing this feature To access this feature select the Supervisor Messaging option from the main menu This option is only available to users who have the Supervisor Messaging field set to enabled in the Supervisor Definition screen described in the Parameter Administration chapter ...

Page 325: ...first This ensures that the appropriate personnel are notified Figure 17 1 Message indicator Msg Waiting 12 00 00 Outgoing Supervisor Messages 1 NAC Tue Nov 27 16 41 47 1990 STD Urgent Please be advised that a severe snow storm has forced the closure of the New York office Inform your node s that there will be an increase in call traffic by 16 45 NAC time Sent by the Network Administrator 2 Chicag...

Page 326: ...aiting 12 00 00 Supervisor Messaging MESSAGE SOURCE TIME RECEIVED STATUS 1 NAC Tues Nov 27 16 41 47 1990 STD Urgent 2 Toronto Tues Nov 27 15 59 45 1990 STD Acknowledged 3 Chicago Tues Nov 27 13 22 32 1990 STD Normal HELP Help PF1 Commands PF2 Options F6 Compose Msg Function keys Help Help Provides information regarding this feature and its fields PF1 Commands The following commands are available a...

Page 327: ...utgoing supervisor messages to be to be viewed stored deleted released or placed on hold Refer to the Outgoing Supervisor Messages section in this chapter PF1 Select no command Removes the Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Select no option Removes the Options pop up window from the screen F6 Compose Msg Composes a m...

Page 328: ... status the sender attached to the message The three status labels are normal urgent and acknowledge Normal messages are given no special treatment Urgent messages are delivered before normal messages and labelled as urgent Acknowledge messages automatically alert the sender when the recipient has read the message ...

Page 329: ...ding to the message move the selection bar to the specific message and press ENTER move the selection bar to the specific message press Commands and select the Read messages option from the Commands pop up window Figure 17 3 Read Message screen 12 00 00 Read Message Source Denver Msg Status Urgent Received Wed Nov 28 19 06 35 1990 Sent Wed Nov 28 19 06 33 1990 MESSAGE CONTENTS Please be advised th...

Page 330: ...ves the message currently on display Up to 19 messages can be stored at one time These messages can be read any time Show Outgoing Displays the outgoing supervisor message list on the Outgoing Supervisor Messages screen These messages can be deleted restored placed on hold or released Refer to the Outgoing Supervisor Messages section Show Incoming Displays the incoming supervisor message list on t...

Page 331: ...treatment Urgent messages are delivered before normal messages and labelled as urgent Acknowledge messages automatically alert the sender when the recipient has read the message This field is provided only for information and cannot be changed Received Shows the date and the time when the message was received This field is provided only for information and cannot be changed Sent Shows the date and...

Page 332: ...ead Previous Message option Figure 17 4 Reading a previous message 12 00 00 Read Message Source Toronto Msg Status Urgent Received Wed Nov 28 19 06 35 1990 Sent Wed Nov 28 19 06 33 1990 MESSAGE CONTENTS Please be advised that the Toronto office will remain open until 21 00 local time due to the extremely heavy call traffic Sent by Nodal Administrator HELP Help PF1 Commands PF2 Options Function key...

Page 333: ...he Commands pop up window from the screen PF2 Options Displays a description or list of valid entries for the field PF2 Select no option Removes the Options pop up window from the screen Fields Source Shows the name of the site that sent the message Msg Status Shows the status the sender attached to the message The three status labels are normal urgent and acknowledge Normal messages are given no ...

Page 334: ...aging screen and select the Compose Message option It can also be accessed by pressing the Compose msg function key on the initial Supervisor Messaging screen Figure 17 5 Compose message 12 00 00 Send Messages MESSAGE DESTINATIONS Montreal Toronto Ottawa New York Boston Washington MESSAGE CONTENTS Pleased be advised that the American offices on this list will be taking the bulk of the Canadian loa...

Page 335: ...The message can be edited without changing the original Send Message Sends the message Store Outgoing Stores the message in the saved outgoing message list No more than 19 messages can be saved at one time Show Outgoing Displays outgoing messages on the Outgoing Supervisor Messages screen Messages can be deleted restored released and placed on hold from this screen For more information refer to th...

Page 336: ...lected To send the message to all nodes and the NAC use the Broadcast option from the Commands pop up window list Message Contents Provides a location to enter the message The message can contain a maximum of four lines of 76 characters per line Only alphabetic numeric and punctuation characters may be used in a message Sending a message to one or more locations Follow this procedure to send a mes...

Page 337: ... nodes have been selected use the Clear Destinations command from the Commands pop up window This erases all the entries and allows the correct destinations to be selected Sending a broadcast message Follow this procedure to send a message to all nodes 1 Move the cursor to the Message Destinations field 2 Press Commands to display the Commands pop up window 3 Select the Broadcast option The word B...

Page 338: ... the location of significant pieces of information Figure 17 6 Incoming Supervisor Messages screen Time stamp Message contents Message status Message number message sender Msg Waiting 12 00 00 Incoming Supervisor Messages 1 NAC Tue Nov 27 16 41 47 1990 STD Urgent Please be advised that a severe snow storm has forced the closure of the New York office Inform your node s that there will be an increa...

Page 339: ...ion bar The status for the message changes from Deleted to the status label assigned to it when it was created for example normal urgent or acknowledge Hold Release Message Sets a toggle switch which either holds or releases a message The message status changes to HELD if this command is selected for a message After a message is released the status message changes from HELD to the status label ass...

Page 340: ...ure 17 7 shows three messages and the location of significant pieces of information Figure 17 7 Outgoing Supervisor Messages screen Time stamp Message contents Message status Message number message sender Msg Waiting 12 00 00 Outgoing Supervisor Messages 1 NAC Tue Nov 27 16 41 47 1990 STD Urgent Please be advised that a severe snow storm has forced the closure of the New York office Inform your no...

Page 341: ...deleted The status for the message changes from Deleted to the status label assigned to it when it was created for example normal urgent or acknowledge Hold Release Message Sets a toggle switch which either holds or releases a message The message status changes to HELD if this command is selected for a message which is not on hold After a message is released the status message changes from HELD to...

Page 342: ...Supervisor Messaging 17 19 Network Administration Center Supervisor s User Guide Product release 2 PF2 Remove options pop up Closes the Options window Fields There are no fields on this screen ...

Page 343: ...he ISO 8859 1 Latin 1 character set A maximum of two languages is allowed per system The ISO 8859 1 Latin 1 standard character set is used to store and present information in any of the installed and enabled languages One of the languages must be English for maintenance and remote diagnostics purposes Supervisors can select either of the installed languages for their interaction with the system Fo...

Page 344: ...son dialing into the NAC Release 2 is using a NAC Release 2 supported supervisor workstation All language strings are displayed correctly on the remotely logged in terminal or PC Printers The following Hewlett Packard printers provide support for the international characters in both tabular and graphical reports HP RuggedWriter only in HP PCL mode HP PaintJet 3630 HP LaserJet series II HP LaserJet...

Page 345: ...nguage and the secondary language via the Language Options feature described in the Parameter Administration chapter The system default language is used for the network configuration control transaction log It is also used with any system wide customized parameters The regular supervisor can use the Profile Maintenance feature to select a language to use to interact with the system To activate the...

Page 346: ...ause they are solely used by the supervisor Table 18 1 lists the fields that can be defined in both the system default language and the secondary language and the screens in which they are located Table 18 1 Multiple language string Screen Field Network Report Definition Report Parameter Definition Tabular Format Definition Graphic Format Definition Formula Definition Report Name Format Title Colu...

Page 347: ...lds that are defined in a single language and the screens in which they are located Table 18 2 Single language string Screen Field Profile Maintenance Password Tabular Printer Graphic Printer Parameter Administration Supervisor Definition Miscellaneous Options Time Frames Definition NACD DN CDN Definition Personnel File Definition Password Tabular Printer Graphic Printer Customer Name Network Admi...

Page 348: ...tem default language Note Due to these features some reports may contain titles and headers in one language report language and names in a different language system default language Report sorting Two different methods are used to sort system reports and network reports System reports All system reports which provide information on the NAC configuration are sorted by number These reports summarize...

Page 349: ...equences The different types of keyboards use different compose sequences that must be entered before entering international characters DEC VT220 and VT420 To create an international character on a DEC VT220 or VT420 the compose sequence is the COMPOSE key followed by the appropriate key sequence Note Since the DEC VT220 does not provide full international support a question mark may be displayed ...

Page 350: ...ce followed by Inverted exclamation Cent sign C Pound sign L Currency sign XO Yen sign Y Broken vertical bar Paragraph Section sign SO E Copyright sign CO ª Feminine ordinal indicator A_ Left angle quotation mark Right angle quotation mark þ Not sign Macron Registered trademark sign R O Soft hyphen S Middle dot Plus Minus sign 1 Superscript 1 1 2 Superscript 2 2 3 Superscript 3 3 continued ...

Page 351: ...n U Pilcrow sign P Division sign Multiplication sign x x Cedilla Acute accent Circumflex accent space Tilde space Diaeresis space _ Degree sign 0 º Masculine ordinal indicator O_ Vulgar fraction one quarter 1 4 order sensitive Vulgar fraction one half 1 2 order sensitive Vulgar fraction three quarters 3 4 order sensitive Inverted question mark À Capital A with grave accent A Á Capital A with acute...

Page 352: ...order sensitive Ç Capital C with cedilla C È Capital E with grave accent E É Capital E with acute accent E Ê Capital E with circumflex E Ë Capital E with diaeresis E Ì Capital I with grave accent I Í Capital I with acute accent I Î Capital I with circumflex I Ï Capital I with diaeresis I Ò Capital O with grave accent O Ó Capital O with acute accent O Ô Capital O with circumflex O Õ Capital O with ...

Page 353: ...Ð Capital Icelandic letter Eth D Þ Capital Icelandic letter Thorn T H ß Lowercase German letter sharp s ss à Lowercase a with grave accent a á Lowercase a with acute accent a â Lowercase a with circumflex a ã Lowercase a with tilde a ä Lowercase a with diaeresis a å Lowercase a with ring above a_ degree sign or a asterisk æ Lowercase diphthong a with e a e order sensitive ç Lowercase c with cedill...

Page 354: ... ó Lowercase o with acute accent o ô Lowercase o with circumflex o õ Lowercase o with tilde o ö Lowercase o with diaeresis o ø Lowercase o with oblique stroke o ù Lowercase u with grave accent u ú Lowercase u with acute accent u û Lowercase u with circumflex u ü Lowercase u with diaeresis u ý Lowercase y with acute accent y ÿ Lowercase y with diaeresis y ð Lowercase Icelandic letter Eth d Þ Lowerc...

Page 355: ...heading on the report reads TOF IN CALLS All of the fields both for tabular reports and graphic reports are stored in the Formula Definition feature described in the Network Report Definition chapter Consequently the tables in this chapter are arranged in the same order as they appear in the Formula Definition feature Note Each statistic field in this chapter is calculated using the related data f...

Page 356: ...r in the following order Destination ACD DN statistics Table 19 1 Overflow statistics Table 19 2 Route statistics Table 19 3 Trunk statistics Table 19 4 DNIS statistics Table 19 5 Activity Code statistics Table 19 6 CDN statistics Table 19 7 CDN Call Answer Breakdown statistics Table 19 8 RAN Route statistics Table 19 9 ...

Page 357: ...erienced a delay within the nth abandoning delay category as defined in the Spectrum Definition feature described in the Network Report Definition chapter The value n is a number ranging from one to 10 ACD Calls Transferred The number of ACD calls transferred by agents of this ACD DN ACD Talk Time The total time spent by all agents of this ACD DN on an ACD call including time that an ACD call is o...

Page 358: ...number of enhanced time overflow answered calls which experienced an answering delay greater than or equal to the maximum delay threshold value for the destination ACD DN For enhanced time overflow in calls the delay is the time spent in the logical time overflow queue Hold Time The total time that all agents of this ACD DN had ACD calls on hold Incoming DN Time The total time spent by all agents ...

Page 359: ... given IVR Abd Delay The total delay experience by IVR calls that were abandoned at the ACD DN IVR Max Abd Delay The maximum delay experienced by IVR calls that were abandoned at the ACD DN IVR Abd AfterT The number of abandoned IVR calls that experienced a delay greater than or equal to the service level threshold value for the destination ACD DN Manned Time The total time spent by all agents in ...

Page 360: ...lay threshold value for the destination ACD DN For network time overflow in calls the delay is the time spent in the logical time overflow queue Num Abd After Thrsh The number of abandoned calls which had a delay greater than or equal to the maximum delay threshold value for the destination ACD DN Num Ans After Thrsh For non network systems this is the number of answered calls excluding those whic...

Page 361: ...um Receive 1st RAN The number of calls which received the first recorded announcement Num Receive 2nd RAN The number of calls which received the second recorded announcement Num Short Calls The number of calls handled by agents of this ACD DN which had a Direct Call Processing duration that was less than the short call threshold This threshold was defined in the Meridian MAX using the Parameter Ad...

Page 362: ...estination ACD DN It is the time spent waiting at the originating queue before being logically queued at the destination ACD DN Total Abandon Delay The total delay of all abandoned calls Total Answer Delay The total delay experienced by all answered calls excluding calls which network or local time overflowed into this ACD DN Total LTOF Delay The total answering delay of all calls answered by the ...

Page 363: ... the calculation for each statistic field Note A in this table indicates a key field Table 19 1 Destination ACD DN statistics fields Menu and Entry Column Heading Graph Heading Description Formula Destination ACD DN number ACD DN NUMBER Dst ACD DN ID The destination ACD DN number Destination ACD DN name ACD DN NAME Dst ACD DN Name The name assigned to the destination ACD DN If the name is longer t...

Page 364: ...d by aaaaa yy aaaaa is a period name format 10 Average number of agents manning queue AVG AGT Avg Agents This value represents the average number of agents working on this ACD DN queue during the time the ACD DN had at least one agent assigned to it If the ACD DN has no agents assigned to it this value becomes zero Due to the nature of Active timer timing the average agent statistic is not very me...

Page 365: ...d into this ACD DN For non network calls omit the part of the formula which reads Num NTOF Calls Calls Answered Calls Abandoned Num LTOF Calls Num NTOF Calls 13 Total number of calls answered TOT CALLS ANSWD Tot Answered The total number of calls answered by agents assigned to this ACD DN including calls which were local or network time overflowed or queue count overflowed into the ACD DN Calls An...

Page 366: ...umber of Give IVR calls accepted IVR CALLS ACCPT IVR Accepted The number of calls that enter the queue as a result of the CCR application Give IVR request IVR Accepted 17 Number of ACD calls transferred ACD CALLS XFERD ACD Xfered The number of ACD calls transferred from this ACD DN by the agents ACD Calls Transferred 18 Total number of calls that time overflowed in TOTAL TOF CALLS Tot TOF Clls The...

Page 367: ...lls that queue count overflowed into this destination ACD DN and answered or abandoned in this queue Num QOF Calls 20 Number of incoming DN calls IN DN CALLS In DN Calls The number of incoming DN calls answered by this ACD DN s agents DN Calls In 21 Number of outgoing DN calls OUT DN CALLS Out DN Calls The number of outgoing DN calls made by this ACD DN s agents DN Calls Out 22 Number of DN calls ...

Page 368: ...sferred DN CALLS XFERD DN Xfered The number of DN calls transferred by agents of this ACD DN DN Calls Transferred 24 Number of calls that received 1st RAN 1ST DEL RAN 1st RAN The number of calls that received the first RAN announcement Num Received 1st RAN 25 Number of calls that received 2nd RAN 2ND DEL RAN 2nd RAN The number of calls that received the second RAN announcement Num Received 2nd RAN...

Page 369: ...Received 1st RAN Num Received 2nd RAN 27 Number of short calls SHORT CALLS Short Calls The number of calls answered by agents of this ACD DN which had an ACD Talk Time less than the Short Call threshold defined for this ACD DN Num Short Calls 28 Average answering delay AVG ANS DEL Avg Ans Del The average answering delay also known as the Average Speed of Answer ASA is the average duration a caller...

Page 370: ... Avg LTOF Del This represents the average amount of time a caller whose call was local time overflowed to this ACD DN had to wait for an answer This average delay includes the time spent waiting in the original ACD DN queue as well as the time spent in this destination ACD DN s queue Total LTOF Delay Num LTOF Calls 31 Maximum answering delay MAX ANS DEL Max Ans Del This represents the maximum dela...

Page 371: ... 33 Maximum local time overflow delay MAX LTOF DEL Max LTOF Del This represents the maximum amount of time a caller whose call was local time overflowed to this ACD DN waited before the call was answered This includes the time spent waiting in the original ACD DN s queue Max LTOF Delay 34 Average ACD talk time AVG ACD TALK TIME Avg ACD Talk This is the average duration per call that the agents of ...

Page 372: ...Not Ready state Not Ready Time Calls Answered 36 Average incoming DN call time AVG IN DN TIME Avg In DN This is the average duration per call that the agents of this ACD DN spent on an incoming DN call from the time it was answered until it was released Incoming DN Time DN Calls In 37 Average outgoing DN call time AVG OUT DN TIME Avg Out DN This is the average duration per call that the agents of ...

Page 373: ...calls Incoming DN Time Outgoing DN Time DN Calls In DN Calls Out 39 Average time spent waiting for calls AVG WAIT TIME Avg Wait This is the average duration per call that the agents for this ACD DN waited for their next call This doesn t include Not Ready time nor does it include the time a call spent on hold Wait Time Calls Answered 40 Average time spent working AVG WORK TIME Avg Work This is the...

Page 374: ...l was answered and before the call was released Hold Time Calls Answered 42 Average walkaway time AVG WALK TIME Avg Walk This is the average duration of the walkaway periods experienced by the agents of this ACD DN Walkaway Time Num Walkaway Periods 43 Total ACD talk time TOTAL ACD TALK TIME ACD Talk Tme This represents the total duration for all calls to this ACD DN This elapsed time starts when ...

Page 375: ...dy Time 45 Total incoming DN call time TOTAL DN IN TIME In DN Time This represents the total duration for all incoming DN calls to this ACD DN This elapsed time starts when each call is answered and ends when each call is released including the time each call spent on hold Incoming DN Time 46 Total outgoing DN call time TOTAL DN OUT TIME Out DN Time This represents the total duration for all outgo...

Page 376: ...Incoming DN Time Outgoing DN Time 48 Total time spent waiting TOTAL WAIT TIME Wait Time This is the total duration experienced by all agents of this ACD DN while waiting for their next call Wait Time 49 Total time spent working TOTAL WORK TIME Work Time This represents the total duration for all ACD calls to this ACD DN This elapsed time starts when each ACD call was answered and ends when each AC...

Page 377: ...ACD DN while on hold during their call Hold Time 51 Total walkaway time TOTAL WALK TIME Walk Time This is the total duration experienced by all agents of this ACD DN during their walkaway periods Walkaway Time 52 Total time agents were busy TOTAL BUSY TIME Busy Time This represents the total duration for all calls ACD and DN to this ACD DN This elapsed time starts when each call is answered and en...

Page 378: ...f manned time in DN calls DN MAND DN Mand This is the percentage of manned time spent on incoming and outgoing DN calls This percentage is calculated for all agents assigned to this ACD DN Incoming DN Time Outgoing DN Time 100 Manned Time 55 Percentage of manned time worked WORK MAND Work Mand This is the percentage of manned time spent on ACD calls This percentage is calculated for all agents ass...

Page 379: ...100 Manned Time 57 Percentage of calls that time overflowed in TOT TOF Tot TOF This represents the percentage of all calls answered that were time overflowed into this ACD DN Num LTOF Calls Num NTOF Calls 100 Calls Answered 58 Percentage of calls that queue count overflowed in QOF QOF This represents the percentage of all calls received that were queue count overflowed to this ACD DN regardless of...

Page 380: ...d in category 2 ANSW CAT2 Pcnt Answ 2 This represents the percentage of all calls received by this ACD DN that were answered within the time represented by Answering Delay Spectrum category 2 Calls that are time overflowed into this ACD DN do not count towards the percentage although they are included in the total number of calls that the percentage is based Ans Category 2 100 Calls Answered 62 Pe...

Page 381: ...Percentage answered in category 5 ANSW CAT5 Pcnt Answ 5 This represents the percentage of all calls received by this ACD DN that were answered within the time represented by Answering Delay Spectrum category 5 Calls that are time overflowed into this ACD DN do not count towards the percentage although they are included in the total number of calls that the percentage is based Ans Category 5 100 Ca...

Page 382: ...d in category 8 ANSW CAT8 Pcnt Answ 8 This represents the percentage of all calls received by this ACD DN that were answered within the time represented by Answering Delay Spectrum category 8 Calls that are time overflowed into this ACD DN do not count towards the percentage although they are included in the total number of calls that the percentage is based Ans Category 8 100 Calls Answered 68 Pe...

Page 383: ...number of calls that the percentage is based Ans Category 10 100 Calls Answered 70 Percentage abandoned in category 1 ABND CAT1 Pcnt Abnd 1 This represents the percentage of all calls received by this ACD DN that were abandoned within the time represented by Abandoning Delay Spectrum category 1 Calls that are time overflowed into this ACD DN do not count towards the percentage Abd Category 1 100 C...

Page 384: ...100 Calls Abandoned 73 Percentage abandoned in category 4 ABND CAT4 Pcnt Abnd 4 This represents the percentage of all calls received by this ACD DN that were abandoned within the time represented by Abandoning Delay Spectrum category 4 Calls that are time overflowed into this ACD DN do not count towards the percentage Abd Category 4 100 Calls Abandoned 74 Percentage abandoned in category 5 ABND CA...

Page 385: ...ge Abd Category 6 100 Calls Abandoned 76 Percentage abandoned in category 7 ABND CAT7 Pcnt Abnd 7 This represents the percentage of all calls received by this ACD DN that were abandoned within the time represented by Abandoning Delay Spectrum category 7 Calls that are time overflowed into this ACD DN do not count towards the percentage Abd Category 7 100 Calls Abandoned 77 Percentage abandoned in ...

Page 386: ...e Abd Category 9 100 Calls Abandoned 79 Percentage abandoned in category 10 ABND CT10 Pcnt Abnd 10 This represents the percentage of all calls received by this ACD DN that were abandoned within the time represented by Abandoning Delay Spectrum category 10 Calls that are time overflowed into this ACD DN do not count towards the percentage Abd Category 10 100 Calls Abandoned 80 Number answered in ca...

Page 387: ...is ACD DN do not count towards this value Ans Category 2 82 Number answered in category 3 NUM ANSW CAT3 Num Answ 3 This represents the actual number of calls that were answered by this ACD DN within the time represented by Answering Delay Spectrum category 3 Calls that are time overflowed into this ACD DN do not count towards this value Ans Category 3 83 Number answered in category 4 NUM ANSW CAT4...

Page 388: ...ount towards this value Ans Category 5 85 Number answered in category 6 NUM ANSW CAT6 Num Answ 6 This represents the actual number of calls that were answered by this ACD DN within the time represented by Answering Delay Spectrum category 6 Calls that are time overflowed into this ACD DN do not count towards this value Ans Category 6 86 Number answered in category 7 NUM ANSW CAT7 Num Answ 7 This r...

Page 389: ... ACD DN do not count towards this value Ans Category 8 88 Number answered in category 9 NUM ANSW CAT9 Num Answ 9 This represents the actual number of calls that were answered by this ACD DN within the time represented by Answering Delay Spectrum category 9 Calls that are time overflowed into this ACD DN do not count towards this value Ans Category 9 89 Number answered in category 10 NUM ANSW CT10 ...

Page 390: ...s this value Abd Category 1 91 Number abandoned in category 2 NUM ABND CAT2 Num Abnd 2 This represents the actual number of calls that were received by this ACD DN and then abandoned within the time represented by Abandoning Delay Spectrum category 2 Calls that are time overflowed into this ACD DN do not count towards this value Abd Category 2 92 Number abandoned in category 3 NUM ABND CAT3 Num Ab...

Page 391: ...o not count towards this value Abd Category 4 94 Number abandoned in category 5 NUM ABND CAT5 Num Abnd 5 This represents the actual number of calls that were received by this ACD DN and then abandoned within the time represented by Abandoning Delay Spectrum category 5 Calls that are time overflowed into this ACD DN do not count towards this value Abd Category 5 95 Number abandoned in category 6 NU...

Page 392: ...s this value Abd Category 7 97 Number abandoned in category 8 NUM ABND CAT8 Num Abnd 8 This represents the actual number of calls that were received by this ACD DN and then abandoned within the time represented by Abandoning Delay Spectrum category 8 Calls that are time overflowed into this ACD DN do not count towards this value Abd Category 8 98 Number abandoned in category 9 NUM ABND CAT9 Num Ab...

Page 393: ...verflowed calls at the destination DN AVG NTOF DDEL Av NTOF DDel This represents the average duration experienced by a caller who was network time overflowed to this ACD DN before the call was answered This does not include the time spent waiting in any queue prior to being logically queued to this one available with Network ACD Option Tot NTOF Dst Delay Num NTOF Calls 101 Avg delay for network ti...

Page 394: ...s one available with Network ACD Option Tot ETOF Src Delay Tot ETOF Dst Delay Num LTOF Calls 103 Maximum delay for network time overflowed calls MAX NTOF DEL Max NTOF Del This represents the maximum duration experienced by a caller who was network time overflowed to this ACD DN before the call was answered This includes the time spent waiting in any queue prior to being transferred to this one ava...

Page 395: ...Option Num NTOF Calls 106 Percentage of calls answrd that were local time overflowed in LTOF LTOF Calls This represents the percentage of all calls that were local time overflowed into this ACD DN and subsequently answered by the agents of this ACD DN available with Network ACD Option Num LTOF Calls 100 Calls Answered 107 Percentage of calls answrd that were network time overflowed in NTOF NTOF Ca...

Page 396: ...de Note 2 With certain fields the point of view from the source or the destination node DN is very important If a field has a point of view this means that it is only meaningful for records where that node is My_Node This applies to NTOF fields only and is indicated in the descriptions below Calls Abandoned The number of calls abandoned by the caller for each source destination ACD DN combination ...

Page 397: ...eater than or equal to the service level threshold value for the destination ACD DN For local enhanced time overflow in calls the delay is the time spent in the logical time overflow queue Max Abandon Delay The longest delay of all abandoned calls for each source destination ACD DN combination Max Answer Delay The longest delay experienced by all answered calls excluding local and network time ove...

Page 398: ...ce number is an external number This data is accumulated only in data records where the source and destination ACD DN are equal since calls interflowed do not first overflow Num LTOF Calls The number of answered calls which were local time overflowed in This field always appears as zero in data records where the source and destination ACD DN are equal Num NTOF Calls The number of network time over...

Page 399: ...formula Tot ETOF Dst Delay The total delay experienced at the destination ACD DN for all enhanced time overflow answered calls It is the time spent waiting in the logical time overflow queue before being answered by the destination ACD DN Tot ETOF Src Delay The total delay experienced at the originating node for all enhanced time overflow answered calls answered at this destination ACD DN It is th...

Page 400: ...he destination ACD DN This field always appears as zero for records where the destination node is My_Node Total Abandon Delay The total delay of all abandoned calls Total Answer Delay The total delay experienced by all answered calls excluding local and network time overflowed calls Total LTOF Delay The total answering delay of all local time overflowed calls including the time the call spent wait...

Page 401: ...s table indicates a key field Table 19 2 Overflow statistics fields Menu and Entry Column Heading Graph Heading Description Formula Source Node Identifier SRC NODE ID Src Node ID The source node ID number available with Network ACD Option Source ACD DN number SOURCE ACD DN NUMBER Src ACD DN ID The source ACD DN number Source ACD DN name SOURCE ACD DN NAME Src ACD DN Name The name assigned to the s...

Page 402: ...nger than the field width it is truncated on the right If there is no name assigned to the ACD DN the ACD DN number is printed instead Base Time Unit base time unit Base Time Unit On a report this column is replaced with an appropriate title and format The titles are INTVL for an interval report SHIFT for a shift report DAY for a daily report WEEK for a weekly report MONTH for a monthly report and...

Page 403: ... destination AVG DST DEL Avg Dst Del This represents the average duration experienced by callers to the destination ACD DN not including the time spent waiting in the queue before being local time overflowed to another ACD DN All of these calls were answered Calls that are network time overflowed and enhanced time overflowed are included Total Answer Delay Tot NTOF Dst Delay Tot ETOF Dst Delay Cal...

Page 404: ...me This formula produces meaningful results when comparing ACD DNs which use the same service threshold Calls Answered Calls Abandoned Dst Ans After Thrsh Dst Abd After Thrsh 100 Calls Answered Calls Abandoned 14 Number of calls accepted CALLS ACCPT Num Accepted The total number of calls that were received by this ACD DN regardless of whether they were answered or abandoned This does not include T...

Page 405: ...erflowed TOTAL TOF CALLS Tot TOF Call This is the total number of local time overflowed calls and the total of network time overflowed calls answered by this ACD DN Num LTOF Calls Num NTOF Calls 18 Number of calls that queue count overflowed QOF CALLS Num QOF This represents the number of calls received by this ACD DN as a result of queue count overflow Num QOF Calls 19 Number of calls that interf...

Page 406: ...ber of calls that received the second RAN announcement Num Received 2nd RAN 22 Number of calls that received both RANs DEL RAN 1 2 Both RANs Despite the name of this formula it does not report the number of calls that received both RANs This formula adds the number of calls that received the 1st RAN to the number of calls that received the 2nd RAN Num Received 1st RAN Num Received 2nd RAN 23 Calls...

Page 407: ... The Meridian MAX formula selects the largest of the three fields represented in the formula below MAX Max Answer Delay Max LTOF Max NTOF Delay 25 Maximum Abandoning Delay MAX ABD DEL Max Abd Del This represents the maximum duration a caller waited before abandoning the call to this ACD DN Max Abandon Delay 26 Total percentage of calls that time overflowed TOT TOF Tot TOF This represents the perce...

Page 408: ...t calls NTOF OUT CALLS NTOF Outclls This represents the total number of network time overflowed calls transferred out of this ACD DN and answered by agents of another ACD DN available with Network ACD Option Num NTOF Out Calls 29 Number of local time overflowed calls LTOF CALLS LTOF Calls This represents the total number of local time overflowed calls that were answered by agents of this ACD DN av...

Page 409: ...d calls LTOF LTOF Calls This represents the percentage of all calls that were answered due to local time overflow available with Network ACD Option Num LTOF Calls 100 Calls Answered Calls Abandoned 32 Percentage of all network time overflowed calls NTOF NTOF Calls This represents the percentage of all calls that were answered due to network time overflow available with Network ACD Option Num NTOF ...

Page 410: ...erflowed or queue count overflowed into this ACD DN Calls Forced Busy The total number of controlled calls given a Force Busy treatment by the CCR application plus the number of calls busied by the call ceiling Calls Forced to Disconnect The total number of controlled calls given a Force Disconnect treatment by the CCR application Calls Routed The number of controlled mode calls that were given th...

Page 411: ...ed calls including enhanced and network time overflowed calls answered by this ACD DN which experienced an answering delay greater than or equal to the maximum delay threshold value for the destination ACD DN For enhanced and network time overflow in calls the delay is the time spent in the logical time overflow queue Num ATB Periods The number of times that all trunks in the route were busy If an...

Page 412: ...of calls which received the first recorded announcement Num Received 2nd RAN The number of calls which received the second recorded announcement Time Span The time span is the time for which the route is being utilized within the reporting interval This field is used to determine the percentage of time that all trunks in the route were busy Total Abandon Delay The total delay of all abandoned call...

Page 413: ... count overflowed the call could be available to other agents in the network If the call is answered by an agent at another Meridian MAX site the Total Passthru Time measures the amount of time that passes between the time the local Meridian MAX sends the call to the answering Meridian MAX and the time that the answering Meridian MAX finishes with the call either by terminating the call or transfe...

Page 414: ...e assigned to the route number If the name is longer than the field width it is truncated on the right If there is no name assigned to the route number the route number is printed instead Base Time Unit base time unit Base Time Unit On a report this column is replaced with an appropriate title and format The titles are INTVL for an interval report SHIFT for a shift report DAY for a daily report WE...

Page 415: ...ne Service Level represents the percentage of calls answered and or abandoned within the defined service threshold time This formula produces meaningful results when comparing ACD DNs which use the same service threshold Calls Answered Calls Abandoned Num Ans After Thrsh Num Abd After Thrsh 100 Calls Answered Calls Abandoned 12 Number of calls offered CALLS OFFRD Num Offered This represents the to...

Page 416: ...before the service level threshold for the source ACD DN was reached Calls Answered Num Ans After Thrsh 15 Number of calls answered after threshold CALLS ANSWD AFTER THRSH Ans Late This represents the total number of calls on this route that were answered at or after the service level threshold for the source ACD DN was reached Num Ans After Thrsh 16 Number of calls abandoned CALLS ABAND Num Abndn...

Page 417: ...umber of calls on this route that were abandoned before the maximum delay was reached Calls Abandoned Num Abd After Thrsh 18 Number of calls abandoned after threshold CALLS ABAND AFTER THRSH Abd Late This represents the total number of calls on this route that were abandoned at or after the maximum delay was reached Num Abd After Thrsh 19 Number of calls that queue count overflowed out QUEUE OVER ...

Page 418: ...flowed out OVER FLOW Overflowed This represents the total number of calls on this route which overflowed queue count local time and network time Num QOF Calls Num LTOF Calls Num NTOF Out Calls 22 Number of calls that interflowed out INTER FLOW Interflowed This represents the total number of calls on this route which was interflowed out of the PBX or sent to an external number via night service Num...

Page 419: ...eived both RANs DEL RAN 1 2 Both RANs Despite the name of this formula it does not report the number of calls that received both RANs This formula adds the number of calls that received the 1st RAN to the number of calls that received the 2nd RAN Num Received 1st RAN Num Received 2nd RAN 26 Average duration of call AVG CALL TIME Av Call Time This represents the average duration of a call from the ...

Page 420: ... of all trunks busy ATB periods AVG ATB TIME Avg ATB This represents the average duration of this route s All Trunks Busy periods Total ATB Time Num ATB Periods 29 Total duration of all trunks busy ATB periods TOTAL ATB TIME ATB Time This represents the total time this route experienced the All Trunks Busy state Total ATB Time 30 Percentage time that all trunks were busy ATB ATB ATB This represent...

Page 421: ...network time overflowed calls available with Network ACD Option NTOF In Call Time 100 32 Number of hundred call seconds for network overflow out calls NTOF OUT CCS NTOF Out CCS This represents the number of 100 call seconds this route was used for outgoing network time overflowed calls available with Network ACD Option NTOF Out Call Time 100 33 Number of incoming network overflow calls NTOF IN CAL...

Page 422: ...erflowed calls received on this route available with Network ACD Option Num NTOF Out Calls 35 Total Passthru Time TOTAL PTHRU TIME Pthru Time The Total Passthru Time measures the amount of time that passes between the time the local MSL 1 sends the call to another MSL 1 that is answering the call and the time that the answering MSL 1 finishes with the call either by terminating the call or transfe...

Page 423: ...s if the call was local or network time overflowed or queue count overflowed Calls Forced Busy The total number of controlled calls given a Force Busy treatment by the CCR application plus the number of calls busied by the call ceiling Calls Forced to Disconnect The total number of controlled calls given a Force Disconnect treatment by the CCR application Calls Routed The number of controlled mode...

Page 424: ...terflow Calls The number of calls that entered the system via this trunk which were then interflowed This excludes calls interflowed to another ACD DN within the same switch which are treated as queue count overflow calls This data field also includes calls that left the source ACD DN due to night service if the night service number is an external number Num LTOF Calls The number of calls which lo...

Page 425: ...ally they are not always answered locally If a call is network time overflowed the call could be available to other agents in the network If the call is answered by an agent at another Meridian MAX site then the Total Passthru Time measures the amount of time that passes between the time the local Meridian MAX sends the call to the answering Meridian MAX and the time the answering Meridian MAX fin...

Page 426: ...ead Trunk number within route TRUNK Trunk Number The trunk number within the route The only meaningful way to use this field is to place it to the right of the route name or route number field even though the system does not stop you from using it elsewhere Source queue number ACD DN NUMBER Src ACD DN ID The source queue number This is the ACD DN or CDN on which the trunk terminates Source queue n...

Page 427: ...yy format Months are displayed in a aaaa yy aaaa is a month abbreviation format Periods are displayed by aaaaa yy aaaaa is a period name format 10 Number of hundred call seconds CCS CCS CCS A single CCS unit represents 100 seconds of time that a caller spent in the queue whether their call was answered or abandoned Total Call Time Total Abandon Delay Total Answer Delay Total Abandon Delay Delay To...

Page 428: ...doned Num Interflow Calls Calls Forced to Disconnect Calls Forced Busy Calls Routed 13 Number of calls answered CALLS ANSWD Num Answered This represents the number of calls that were answered at any ACD DN on this trunk Calls Answered 14 Number of calls answered before threshold exceeded CALLS ANSWD BEFOR THRSH Ans Early This represents the total number of calls on this trunk that were answered be...

Page 429: ...that were answered at or after the service level threshold for the source ACD DN was reached Num Ans After Thrsh 16 Number of calls abandoned CALLS ABAND Num Abndnd This represents the total number of calls on this trunk that were subsequently abandoned Calls Abandoned 17 Number of calls abandoned before threshold exceeded CALLS ABAND BEFOR THRSH Abd Early This represents the total number of calls...

Page 430: ...f calls on this trunk that were abandoned at or after the service level threshold for the source ACD DN was reached Num Abd After Thrsh 19 Number of calls that queue count overflowed out QUEUE OVER FLOW Num QOF This represents the total number of calls on this trunk that queue count overflowed out Num QOF Calls 20 Number of calls that time overflowed out TIME OVER FLOW Num TOF This represents the ...

Page 431: ...ount overflow local time overflow and network time overflow calls Num QOF Calls Num LTOF Calls Num NTOF Out Calls 22 Number of calls that interflowed out INTER FLOW Interflowed This represents the number of interflowed calls handled by this trunk Num Interflow Calls 23 Number of calls that received 1st RAN 1ST DEL RAN 1st RAN The number of calls that received the first RAN announcement Num Receive...

Page 432: ... received the 2nd RAN Num Received 1st RAN Num Received 2nd RAN 26 Average duration of a call AVG CALL TIME Av Call Time This represents the average duration of a call handled by this trunk from the time the call was received to the time the call was released or abandoned Total Abandon Delay Total Answer Delay Total Call Time Calls Abandoned Calls Answered 27 Number of hundred call seconds for net...

Page 433: ... trunk was used for outgoing network time overflowed calls available with Network ACD Option NTOF Out Call Time 100 29 Number of incoming network overflow calls NTOF IN CALLS NTOF InCalls This represents the total number of incoming network time overflow calls on this trunk available with Network ACD Option Num NTOF In Calls 30 Number of outgoing network overflow calls NTOF OUT CALLS NTOF OutCall ...

Page 434: ...cal Meridian 1 transferred to a second Meridian 1 which in turn transfers the call to a third Meridian 1 where it is answered passthru time is collected by the second Meridian 1 s Meridian MAX The Total Passthru Time measures the amount of time the second Meridian 1 is used as a conduit for the call from the time it is sent by the local Meridian 1 until the call is either terminated or transferred...

Page 435: ...t Calls Answered The number of calls answered for the DNIS number including time overflowed and queue count overflowed calls Max Abandon Delay The longest delay of all abandoned calls Max Answer Delay The longest delay experienced by all answered calls including time overflowed calls Num Abd After Threshold The number of DNIS calls which were abandoned and had an abandoning delay greater than or e...

Page 436: ...scription is also shown of how each statistic field is calculated Note A in this table indicates a key field Table 19 5 DNIS statistics fields Menu and Entry Column Heading Graph Heading Description Formula DNIS number DNIS NMBR DNIS ID The DNIS number the last four digits dialed by the caller DNIS name DNIS NAME DNIS Name The name assigned to the DNIS number If the name is longer than the field w...

Page 437: ...eriod report Intervals are displayed in a hh mm format Shifts are displayed by shift name Days and weeks are displayed in a mm dd yy format Months are displayed in a aaaa yy aaaa is a month abbreviation format Periods are displayed by aaaaa yy aaaaa is a period name format 10 Total calls to DNIS TOTAL DNIS CALLS DNIS Calls This represents the total number of calls received by this DNIS number This...

Page 438: ...re abandoned by callers while waiting to be answered by an agent Calls Abandoned 13 Average ACD Talk Time AVG ACD TALK TIME Avg ACD Talk This represents the average duration of an ACD call to this DNIS number from the time the call was answered until the call was released ACD Talk Time Calls Answered 14 Average answering delay AVG ANS DEL Avg Ans Del This represents the average duration a caller t...

Page 439: ... average duration a caller to this DNIS number waited before abandoning the call Total Abandon Delay Calls Abandoned 16 Maximum answering delay MAX ANS DEL Max Ans Del This represents the maximum duration that a caller to this DNIS number waited before the call was answered Max Answer Delay 17 Maximum abandoning delay MAX ABD DEL Max Abd Del This represents the maximum duration that a caller to th...

Page 440: ...ervice level SRV LVL Srv Level The Telephone Service Level represents the percentage of calls answered and or abandoned within the defined service threshold time This formula produces meaningful results when comparing DNIS numbers which use the same service threshold Calls Answered Calls Abandoned Num Ans After Thrsh Num Abd After Thrsh 100 Calls Answered Calls Abandoned ...

Page 441: ... the data fields available in the Activity Code statistics group when using the Formula Definition feature A description is also shown of how each statistic field is calculated Num Occurrences The number of times the activity code was entered by all agents of the ACD DN If the same code is entered more than once on the same call this field is incremented by the number of times the code was entered...

Page 442: ...cates a key field Table 19 6 Activity code statistics fields Menu and Entry Column Heading Graph Heading Description Formula Activity code number ACTV CODE Activity Code The Activity Code number entered Activity code name ACTIVITY NAME Activity Name The name assigned to the activity code If the name is longer than the field width it is truncated on the right If there is no name assigned to the act...

Page 443: ...nit Base Time Unit On a report this column is replaced with an appropriate title and format The titles are INTVL for an interval report SHIFT for a shift report DAY for a daily report WEEK for a weekly report MONTH for a monthly report and PERIOD for a period report Intervals are displayed in a hh mm format Shifts are displayed by shift name Days and weeks are displayed in a mm dd yy format Months...

Page 444: ...uration activity code charged to AVG TIME Avg Charged This represents the average amount of call time per entry of this activity code which was spent on this activity code Time Spent Num Occurrences 12 Number of times activity code charged to NUM CHARGES Num Charged This represents the total number of times this activity code was selected during all of the calls Num Occurrences ...

Page 445: ...e 1 10 Ans Category n This is the number of calls answered within the nth answering delay category as defined by the customer in Parameter Administration node n is the number in the range 1 10 Calls Abandoned The total number of calls accepted at the Control DN abandoned while waiting to be answered through the controlled operation Calls Answered The total number of calls accepted at the Control D...

Page 446: ...total number of controlled calls that were given the Give IVR treatment by the CCR application and then the IVR application transferred the call Max Abandoned Delay The maximum delay experienced by all abandoned calls Max Answering Delay The maximum delay experienced by all answered calls Calls Routed The total number of controlled calls that were given the Route TO treatment by the CCR applicatio...

Page 447: ...on Center Supervisor s User Guide Product release 2 Total IVR Delay The total delay experience from the time a Give IVR treatment is executed until the IVR equipment answers Total Del Before Routing The total delay before Route TO treatment given ...

Page 448: ...mber Control DN Name CDN NAME CDN Name The name assigned to the CDN If the name is longer than the field width it is truncated on the right If there is no name assigned to the CDN the CDN number is printed instead Base Time Unit base time unit Base Time Unit On a report this column is replaced with an appropriate title and format The titles are INTVL for an interval report SHIFT for a shift report...

Page 449: ...d Calls Xfr d from IVR Calls Forced to Disc Calls Forced Busy Calls to Default DN 11 Calls Answered CALLS ANSWD Answered The number of calls answered for this CDN Calls Answered 12 Calls Abandoned CALLS ABND Abandoned The number of calls abandoned for this CDN Calls Abandoned 13 Calls Forced Busy FORCED BUSY Force Busy The number of controlled mode calls that were given Busy due to a Force Busy re...

Page 450: ...UTE CALLS Calls Routed The number of controlled mode calls that were given the Route TO treatment by the CCR application plus the number of Give IVR calls that were transferred by the IVR application Calls Routed Calls Xfr d from IVR 16 Calls given Default DN treatment DFLT DN Dflt DN The number of calls that were directed to the default ACD DN in default mode operation Calls to Default DN 17 Give...

Page 451: ...cation transferred the call Calls Xfr d from IVR 19 Average answering delay AVG ANS DEL Avg Ans Del The average delay also known as ASA that a caller experienced before his or her calls were answered Tot Answer Delay Calls Answered 20 Average abandoning delay AVG ABD DEL Avg Abd Del The average delay that a caller experienced before abandoning his or her call Tot Del Before Aband Calls Abandoned 2...

Page 452: ...isconnected Total Del Before Disconnect Calls Forced to Disconnect 23 Average delay before route to AVG RTE DEL Avg Route Del The average delay that a caller experienced before his or her calls was given a Route TO treatment by the CCR application Total Del Before Routing Calls Routed 24 Average Delay before IVR treatment AVG IVR DEL Avg IVR Del The average delay experienced from the time a Give I...

Page 453: ...l The maximum delay that callers experienced before their calls were answered Max Answering Delay 26 Maximum abandoning delay MAX ABD DEL Max Abd Del The maximum delay that callers experienced before they abandoned their call Max Abandoned Delay 27 Total delay before force busy TOTAL BUSY DEL Tot Busy Del The total delay that callers experienced before their calls were given a Busy treatment by th...

Page 454: ...sconnect 29 Total delay before route to TOTAL ROUTE DEL Tot Rte Del The total delay that callers experienced before their calls were given the Route TO treatment by the CCR application Total Del Before Routing 30 Telephone service level SRV LVL Service Lvl The Telephone Service Level percentage of calls answered or abandoned within the defined threshold time Totals across CDNs for this field are n...

Page 455: ...ed Ans Category n Calls Answered 100 41 50 Percentage abandoned in category n ABND CATn Pcnt Abnd n The number of calls that had an abandoning delay in the nth abandoning delay category as a percentage of the total number of calls abandoned Abd Category n Calls Abandoned 100 51 60 Number answered in category n ANSW CATn Num Answ n The number of calls that had an answering delay in the nth answerin...

Page 456: ...the data fields available in the Formula column of the CDN Call Answer Breakdown statistics table and a description of how each field is accumulated Calls Answered The total number of calls accepted at the Control DN which were answered through the controlled operation Calls Ans Aft Thres The total number of answered calls which experienced a delay greater than or equal to the maximum delay thresh...

Page 457: ...tions described in the CDN call answer breakdown data fields section Note A in this table indicates a key field Table 19 8 CDN call answer breakdown statistics fields Menu and Entry Column Heading Graph Heading Description Formula Control DN Number CDN NUMBER CDN The CDN number Control DN Name CDN NAME CDN Name The name assigned to the CDN If the name is longer than the field width it is truncated...

Page 458: ...nit base time unit Base Time Unit On a report this column is replaced with an appropriate title and format The titles are INTVL for an interval report SHIFT for a shift report DAY for a daily report WEEK for a weekly report MONTH for a monthly report and PERIOD for a period report Intervals are displayed in a hh mm format Shifts are displayed by shift name Days and weeks are displayed in a mm dd y...

Page 459: ...umn Heading Graph Heading Description Formula 11 Average answering delay AVG ANS DEL Avg Ans Del The average delay also known as ASA that a caller experienced before his or her call was answered Total Answer Delay Calls Answered 12 Maximum answering delay MAX ANS DEL Max Ans Del The maximum delay that callers experienced before their calls were answered Max Answer Delay ...

Page 460: ...e statistics provide extensive information on RAN route utilization RAN route data fields The following list is a list of internal data fields that appear in the Formula column of the RAN route statistics table Num of RAN Accesses The number of times that this recorded announcement route was accessed Tot RAN Access Time The total amount of time that the recorded announcement route was in use secon...

Page 461: ...ROUTE NAME Route Name The name assigned to the route If the name is longer than the field width it is truncated on the right If there is no name assigned to the route the route number is printed instead Base Time Unit base time unit Base Time Unit On a report this column is replaced with an appropriate title and format The titles are INTVL for an interval report DAY for a daily report WEEK for a w...

Page 462: ...umn Heading Graph Heading Description Formula 10 RAN accesses NUM RAN CALLS RAN accesses The number of times that this record announcement route was accessed Num of RAN Accesses 11 RAN number of hundred call seconds RAN CCS RAN CCS The number of hundred call seconds the RAN route was being used Tot RAN Access Time 100 ...

Page 463: ...figuration The ACD configuration includes the assignments in a Meridian MAX node of agents to queues agents to a supervisor trunks to routes and routes to queues It also includes the parameters that control recorded announcements night service call overflow and interflow ACD DN An ACD DN is a Meridian MAX node s queue where incoming calls wait until they are answered Calls are answered in the orde...

Page 464: ...hree or four digits of the telephone number dialed In this way one ACD queue can receive calls from several different phone numbers An agent also knows which number was dialed and answers each appropriately High Speed Link A High Speed link is a conduit which allows the Meridian MAX and Meridian 1 to communicate Interflow When a queue cannot answer all the incoming calls a nodal supervisor can man...

Page 465: ...eridian MAX provides both real time statistics displays historical reporting on the call center operation and ACD configuration management This information is available to Meridian MAX supervisors who monitor and improve system operations when required The Meridian MAX also provides a method for entering commands that control how calls are handled by the ACD system MIS Management Information Syste...

Page 466: ... queue but were answered by the network due to network time overflow Network report This is a report generated at the NAC site This report contains consolidated data from various nodes in the network Network supervisor A network supervisor is responsible for monitoring network wide call activity The network supervisor never has complete access to all features Only a network administrator has compl...

Page 467: ...ement reports and printing schedule for these reports Based on the information these reports provide the nodal system administrator can re configure the system to best use the system s equipment and personnel It is possible for a nodal administrator to work off site through the use of the Remote Supervisor Login feature Using that feature a network administrator can act as a nodal administrator Ov...

Page 468: ...me a customer s call should wait in queue how long an agent should spend on each call or how many calls should be waiting in a queue before other queues start accepting the overflow Time overflow queue A virtual queue in which calls wait to be answered after having received time overflow treatment Trunk Trunks are the physical links or wires that enable telephone communication A trunk can carry on...

Page 469: ...ademarks of Northern Telecom HP RuggedWriter DeskJet PaintJet LaserJet and Vectra are trademarks of Hewlett Packard UNIFY DBMS is a registered trademark of Unify Corporation DEC VT and LA 195i are trademarks of Digital Equipment Corporation XENIX and MS DOS are registered trademarks of Microsoft Corporation ENP and Ethernet are copyrights of Communication Machinery Corporation PC and AT are tradem...

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