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Sample Reports

B-10

Issue 1 January 1997

Talk and Queue Time Distribution Report
Date: Thursday, September 28, 1995 Page: 1
Time: 1:41:54 PM Company Name
---------------------------------------------------------------------------------------------------------------------------------

DATE RANGE: Wednesday, September 27, 1995 to Sunday, October 01, 1995

DURATION DISTRIBUTION
---------------------

-------- QUEUE TIME -------- --------- TALK TIME --------
DURATION RANGE TOTAL TOTAL PER CALL TOTAL TOTAL PER CALL
MM:SS CALLS HHHH:MM:SS HH:MM:SS CALLS HHHH:MM:SS HH:MM:SS
--------------------- ------ ---------- -------- ------ ---------- --------
00:00 - 00:14 4 0:00:40 0:00:10 0 0:00:00 0:00:00
00:15 - 00:29 4 0:01:10 0:00:17 0 0:00:00 0:00:00
00:30 - 00:44 2 0:01:00 0:00:30 0 0:00:00 0:00:00
00:45 - 00:59 0 0:00:00 0:00:00 0 0:00:00 0:00:00
01:00 - 01:14 1 0:01:10 0:01:10 0 0:00:00 0:00:00
01:15 - 01:29 2 0:02:40 0:01:20 0 0:00:00 0:00:00
01:30 - 01:44 0 0:00:00 0:00:00 0 0:00:00 0:00:00
OVER 01:44 1 0:03:20 0:03:20 14 2:40:00 0:11:25
------ ---------- -------- ------ ---------- --------
TOTALS: 14 0:10:00 0:00:42 14 2:40:00 0:11:25

Talk and Queue Time Distribution Report
Date: Thursday, September 28, 1995 Page: 2
Time: 1:41:54 PM Company Name
---------------------------------------------------------------------------------------------------------------------------------

End of Talk and Queue Time Distribution Report

•

This report only summarizes data about incoming calls.

•

The sample above uses a short interval (15 seconds) to focus on the queue-time
distribution of calls in greater detail; in contrast, notice the report on the next page.
This report uses a longer interval (5 minutes) to detail the talk-time distribution.

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Содержание MERLIN LEGEND Reporter

Страница 1: ...MERLIN LEGEND Reporter Installation and Use...

Страница 2: ...use Trademarks Carbon Copy is a trademark of Microcom Systems Inc Hayes is a registered trademark of Hayes Microcomputer Products Inc HiCom 9 is a trademark of Cherry Hill Software MARK IV is a trade...

Страница 3: ...nd Ending a Work Session 1 6 2 Installation 2 1 Checking the Equipment 2 2 Gathering Information 2 4 Installing the Software 2 4 Loading Remote Access Software 2 4 Loading MERLIN LEGEND Reporter Softw...

Страница 4: ...4 Reports and Listings 4 1 Common Functions 4 2 Running a Report or Listing on Demand 4 3 Scheduling Reports 4 4 Output 4 6 Chart 4 8 Report Specific Functions 4 9 Organization Reports 4 9 Selection...

Страница 5: ...it 7 3 Powering Up the Unit 7 4 Setting Up the Site 7 4 8 Central Site of a Multi site Configuration 8 1 Overview 8 2 Setting Up the Central Site 8 3 Adding Polled Sites 8 4 Multi site Functions 8 6 S...

Страница 6: ...Getting Assistance for Problems D 1 How to Report a Problem D 1 Using Remote Access D 2 Basic Troubleshooting D 3 E PC Serial Ports E 1 Background E 1 IRQ Mechanism E 2 Serial Ports Under Windows E 4...

Страница 7: ...ed into chapters that follow the order of the MERLIN LEGEND Reporter menu system preceded by an overview and installation Information specific to multi site configurations is indicated by the Multi si...

Страница 8: ...System managers should read the following material Chapter 1 About MERLIN LEGEND Reporter provides an overview of the system and simple explanations of logging in and using system menus and dialog box...

Страница 9: ...elease 4 0 to Releases 4 1 and 4 2 Upgrade Notes Telephone User Support 555 640 122 MLX 10D MLX 10DP MLX 16DP MLX 28D and MLX 20L Display Telephones User s Guide 555 640 150 MLX 10D Display Telephone...

Страница 10: ...multi site configuration also refers to the collection of all sites databases and their relationships to the Central Site Thus when we document in PART II Multi site Configuration a MERLIN LEGEND Repo...

Страница 11: ...ease use other side if necessary Submitted by optional Name ____________________________________________ Company _________________________________________ Address _____________________________________...

Страница 12: ...problems throughout peak calling hours and help you determine if you have a staffing problem or not enough telephone lines Responding to customer calls Did the customer hang up before anybody answere...

Страница 13: ...records are sorted by user s criteria and then printed What Is a Call Record At the completion of every incoming or outgoing call your telephone system can create an electronic record of its occurren...

Страница 14: ...om a telephone system directly from the telephone system SMDR port by file transfer another application collects SMDR and then provides the file to MERLIN LEGEND Reporter from a Pollable Storage Unit...

Страница 15: ...om the hotline Multi site MERLIN LEGEND Reporter can also work to collect data from multiple Configuration MERLIN LEGEND ststems One site the Central Site serves as the processing center receiving SMD...

Страница 16: ...of pull down menus All operations are initiated here through a system of sub menus like the one shown below An ellipsis next to an option leads to a dialog box for example A triangle leads to a cascad...

Страница 17: ...r press and hold Alt while typing the under lined letter in the item s name for example type E for the Edit button Select from a list in a dialog box Click on the arrow to open the box then click on t...

Страница 18: ...e task that manages call record trans missions from a site Opens a diagnostic window to monitor actual transmissions Format Icon for the task that interprets call records as they are sent from a site...

Страница 19: ...mation This involves completing the worksheets used to collect information required at installation Installing the Software This involves loading the software package and setting up MERLIN LEGEND Repo...

Страница 20: ...R input at all times An additional COM port available 3 during Remote Access A 9600 baud or faster modem for Remote Access 4 A COM port available 3 for SMDR input at all times A 1200 baud or faster mo...

Страница 21: ...additional port For information contact Equinox Systems Inc 305 746 9000 Cherry Hill Software 609 983 1414 and or Comtrol Corporation 612 631 7654 3 Available means that no other PC device is using t...

Страница 22: ...serial port COM Phone Number MERLIN LEGEND II Communications System Release 4 1 or later with programming options as described in Establishing the SMDR Interface later in this chapter check all that a...

Страница 23: ...t leaves the system ready to start normal operations or 2 a minimal setup that allows verifying call collection Normal operations require further administration by the user to complete entering worksh...

Страница 24: ...and configure your modem select Yes then OK Follow instructions when other verification dialog boxes appear then proceed to step 7 b To configure your modem manually select No and proceed as follows i...

Страница 25: ...Configuration Checks Using Microsoft Diagnostics Use the following procedure to verify PC configuration information using Microsoft Diagnostics msd command from a DOS prompt If your Windows 95 install...

Страница 26: ...f the Mouse category To view additional Mouse category detail point to Mouse and click the left mouse button Either a PS 2 or Bus mouse is desirable because neither causes IRQ conflicts with serial po...

Страница 27: ...shown on the screen A VGA color monitor is required 5 Verify the mouse type shown by selecting the Performance tab from the System Properties screen selecting the Device Manager tab then double clicki...

Страница 28: ...RLIN LEGEND Reporter Software 1 Retrieve the MERLIN LEGEND Reporter software diskettes from the software package and insert the Setup diskette in any disk drive 2 Select Run from the Program Manager F...

Страница 29: ...you close the item s dialog box the setup display reappears so that you may continue to the next item Skip in a minimal setup 1 Select x Organization Level Names a Enter your company name and make an...

Страница 30: ...n select Yes to continue ii Load Disk 1 and select OK iii Repeat i and ii above with Disk 2 b Back at the Call Collection Interface dialog box click on the down arrow of the selection box to select th...

Страница 31: ...log box similar to this one appears When complete select OK and proceed to step 3d d If you selected PollComm protocol i Use the Schedule button in the Call Collection Interface dialog box to add the...

Страница 32: ...k at the Line dialog box i Use Add to enter lines from the LINES FACILITIES worksheet and associate them with the appropriate facility ii After each addition select Apply iii When complete select Clos...

Страница 33: ...tallation Issue 1 January 1997 2 15 a If you completed personnel information in your ORGANIZATION Worksheets Levels 1 and 2 select the Personnel button and proceed to step 5b otherwise proceed to step...

Страница 34: ...very top level use the Department button in the Cost Center dialog box then the next level button if it exists and so on ii Complete this level one at a time add entries from the worksheet use Apply...

Страница 35: ...ND Reporter Telephone system features can be combined in various ways depending on your business needs to interact with MERLIN LEGEND Reporter The following procedure provides an example for a calling...

Страница 36: ...as follows a Plug one end of the D8W modular cord provided in the MERLIN LEGEND Reporter package into the SMDR port on the Processor module b Depending on the PC port designated for SMDR input connect...

Страница 37: ...l Processing Status dialog box Future calls will be stored in a temporary buffer until you return to this function and de select the checkbox The installation will be complete when the setup of any in...

Страница 38: ...of this chapter What s Next Below is a list of MERLIN LEGEND Reporter features you may wish to implement at this time Account Codes if you use dialed codes in your telephone transactions you can crea...

Страница 39: ...in Chapter 3 Report Schedules you can schedule up to 25 groups of reports to print automatically including a group to run as soon as the accounting period ends See Scheduling Reports in Chapter 4 If y...

Страница 40: ...diate output Alert Alarm Numbers Account Codes Password Site Selection see Site Selection in chapter 8 Configuration describes the functions in this menu under the following topics Dialed Digit Proces...

Страница 41: ...t numbers Call Types to report more call types than those provided by default Immediate Output to log incoming abandoned lengthy calls Immediate Output Printer to print immediate output alert calls Lo...

Страница 42: ...umbers and names sorted by name or by number Change Password describes how to change your login password Organization Table Purpose To maintain the table of extensions and their attributes including a...

Страница 43: ...ension into the Immediate Output file and optionally to the Immediate Output Printer if enabled Delete at End of Accounting Period The option to remove this extension from the system table when the pe...

Страница 44: ...System Management Issue 1 January 1997 3 5 Delete at End of Accounting Period The option to remove this entry AND ITS LOWER LEVELS from the system table when the period ends...

Страница 45: ...cels changes You may work on another extension record or use Close to exit 4 For a new personnel record select Add for changes select the desired name and then Edit or Delete as appropriate The defaul...

Страница 46: ...from specific extensions Immediate Output to Printer Configuration menu is used to enable printing logged calls View Immediate Output Listings menu See related icon below is used to display the Immedi...

Страница 47: ...lated icon below is used to display the Immediate Output log Dialog Box Dialed Digit Pattern The number pattern to match Patterns can be up to 18 digits and or wild cards single digit any number of di...

Страница 48: ...name If the table overflows with more accounts than allowed by your model size additional codes will NOT appear in call records and an error message will be logged See Capacities in Appendix C Delete...

Страница 49: ...e users Related Users Configuration menu identifies who can access the system and assigns Functions privileges Dialog Box Summary of Procedures Password 1 Select Password from the Administration menu...

Страница 50: ...ll records for a site Immediate Output to Printer describes the function that enables printing the details of any call logged into the immediate output file Accounting Period describes the function th...

Страница 51: ...g to the following replacement rules Every digit represented by a in the search for pattern is matched either to a to keep the digit or to a to discard it For example search for 381 and modified to 38...

Страница 52: ...ge Options Minimum Duration Filter for storing calls of this type 0 00 00 to 9 59 59 in hours minutes seconds For example if you enter 0 00 15 calls of the specified type with less than 15 seconds dur...

Страница 53: ...hanges You may work with another entry or select Close to exit Lines Purpose To administer the table used by MERLIN LEGEND Reporter to track the route of calls through the telephone system If a new li...

Страница 54: ...at end of Accounting Period Select x to remove this facility from the system table when the period ends Summary of Procedures Lines and Facilities 1 Select Line from the Configuration menu 2 For addit...

Страница 55: ...e OK c Repeat a and b above for disk 2 3 To change the protocol for the source of call records for this site select the appropriate one from the list box see table below Protocol Description Direct Co...

Страница 56: ...format expected by the modem attached to the port selected Use the letters T for tone or P for pulse digits and commas for pauses as required for example T9 3816000 uses touch tone dials 9 waits then...

Страница 57: ...data for sending is documented in Chapter 6 in PART II 7 When complete select Apply Reset cancels changes and then Close to exit Immediate Output to Printer Purpose To enable printing the details of...

Страница 58: ...tomatic selection of left and right margins to center the report on the page Left Right Top Bottom Size of margins in the measuring unit specified if Center Left to Right is enabled the left and right...

Страница 59: ...of Days 3 to 365 First Day of Accounting Period month and day default January 1st Time of day for closing Accounting Period The time in a 24 hour format 0 00 to 23 59 default 0 00 Date Dialog Box Dat...

Страница 60: ...functions this user is permitted to use Summary of Procedures Users 1 Select Users from the Configuration menu 2 For a new entry select Add for changes select the user ID and use Edit or Delete as app...

Страница 61: ...ganization structure capable of supporting a five level hierarchy Level 1 required level Extension Level 2 required level Cost Center Levels 3 to 5 optional levels Department Division and Branch Relat...

Страница 62: ...international calls Summary of Procedures Location Table 1 From the Customize menu select Location Table 2 To add a new pattern select Add for changes select the desired pattern and use Edit or Delete...

Страница 63: ...affect the values of any database entries or user defined parameters Dialog Box Summary of procedures Language Selection 1 From the Customize menu select Language 2 To load a Language Disk press Add a...

Страница 64: ...output and set up charts Report specific Functions describes all reports on the call record database Organization Reports Selection Reports Account Code Reports Traffic Reports Viewing Functions desc...

Страница 65: ...ports for the current accounting period for a maximum of 1000 scheduled reports You can set very specific criteria in many reports to pinpoint exceptions or see general trends You can send all output...

Страница 66: ...ackup diskettes restore it to your PC into the archive file see Backup and Restore in Chapter 5 for details 2 Open Select Accounting Period from the Reports menu Select the accounting period of intere...

Страница 67: ...to 255 The group runs at the set frequency starting on the Next Run Date and Time End of Accounting Period The group runs at the end of every accounting period at the Next Run Time On Demand Only The...

Страница 68: ...elect a report from the group and use Criteria See the report specifics in this chapter and the topics Output and or Chart for details d When all additions edits and criteria setup are complete for th...

Страница 69: ...ist Window Immediate display on the Report Viewer See Viewing Functions later in this chapter System File binary format Enter the name of file 8 alphanumeric characters accessible via Report Viewer Te...

Страница 70: ...ation and Selection Detail Reports when they are output as export files Organization Detail Report Export File Format Field Name Length Comments 1 Branch 15 Empty if level 5 does not exist 2 Division...

Страница 71: ...ponds to a value on the scale typically the number of calls A pie chart displays report parameters for example hours in a Time of Day Report as individual slices in a pie 3 D Pie Chart The size of a s...

Страница 72: ...average duration and total and average talk time for incoming calls for the selected criteria Organization Detail Report shows the record of each call within the selected criteria Calls appear in chr...

Страница 73: ...rt You may use wild cards single character any number of characters in the first field 3 Enable x or disable page breaks if available 4 Enter additional criteria for an Organization Detail or Summary...

Страница 74: ...dures Selection Reports 1 From the Reports menu select Selection then your choice of Summary or Detail Report 2 Type or choose Organization Selections You may use wild cards single character any numbe...

Страница 75: ...duration and total and average incoming call talk time for each account Sample reports appear in Appendix B Dialog Box Summary of Procedures Account Code Reports 1 From the Reports menu select Accoun...

Страница 76: ...calls with queue and talk time durations within a user defined time interval It is useful in analyzing response to the load of incoming calls in one of two ways depending on the time interval selecte...

Страница 77: ...character multiple characters in the first facility field b Use the Output and Chart buttons as described earlier in the chapter c Select OK to generate the report and exit Facility GOS Report 4 For...

Страница 78: ...tton Windows 95 normal alert Immediate Output to display details of calls sent to the immediate output file If you use Windows 3 1 the Immediate Output icon appears at the bottom of the screen or with...

Страница 79: ...he degree of severity of the error that generated the message Immediate Output Purpose To view the records of rejected calls or those sent to the immediate output file via the Organization Extension i...

Страница 80: ...scribes how to delete current call records from storage File Import Export describes how to selectively copy text files into from the Organization database Database File Maintenance describes how to c...

Страница 81: ...e Call Processing Status in this chapter Dialog Boxes Summary of Procedures Backup and Restore 1 From the Utility menu select Backup or Restore 2 For a backup a With a supply of diskettes ready disket...

Страница 82: ...n select Search 3 Matching calls will be queued for display in the Call Record Information box Use Next or Previous to move through the queue 4 To change information on the display or to add a new rec...

Страница 83: ...rent file is cleared for new calls Dialog Box Summary of Procedures You should not attempt to purge call records from the database unless this is recommended by the hotline 1 Select Call Record Deleti...

Страница 84: ...nt or empty 0 Example Publications 0 0 0 Marketing 0 Level 3 department name 0 division name or empty Example Marketing 0 TELECOM Level 4 division name 0 branch name or empty Example TELECOM 0 USA BRA...

Страница 85: ...an import prepare the data and place it in a file 3 Complete the dialog box 4 If you specified a floppy disk drive in Disk File Name make certain to insert the appropriate diskette in the named drive...

Страница 86: ...er a system error or a power interruption Summary of Procedures 1 Select Database Maintenance from the Utility menu then the function of interest 2 If you had selected Rebuild Internal Summaries or Re...

Страница 87: ...on proceed to the appropriate topic where it is documented in this manual Call Processing Status Pupose To view the number of stored call records in your PC and optionally to stop and then start call...

Страница 88: ...eports on this site s call record data Examples show Windows 3 1 Windows for Workgroups 3 11 dialog boxes Helping Central Site to Add This Site To help the Central Site with the addition of this site...

Страница 89: ...is site when the site is added to the Central Site s database Preparing This Site to Be Polled For the Central Site to be able to poll this site you must perform the following setup Enable x Save Call...

Страница 90: ...calls from this site typically this is the same port used by the Remote Access modem Baud Rate Select the speed of the transmissions typically 9600 but you may use the highest supported by the modem D...

Страница 91: ...Add enter the User ID and select Apply 3 Enter the password twice then select OK Privileges are not required for the Central Site to access your PC This User ID and this Password must be used by the C...

Страница 92: ...vided and phone cord or Direct connection PSU to PC cable straight cable not provided terminated on the PSU end in a 25 pin male connector for an RS232 DCE interface PSU end Modem end 25 pin male 25 p...

Страница 93: ...llable Storage Unit Ferrite clip on The ferrite clip on is mounted on the power cord next to the input jack ONLY on units to be installed outside the U S A and which must comply with CISPR 22 Emission...

Страница 94: ...Xoff 3 Set output values to match modem or PC on SWITCH B Baud Rate B 1 B 2 B 3 OFF OFF OFF 150 OFF OFF ON 300 OFF ON OFF 600 OFF ON ON 1200 ON OFF OFF 2400 ON OFF ON 4800 ON ON OFF 9600 ON ON ON 1920...

Страница 95: ...rtain the Call Collection Interface for the site is set EXACTLY as follows Protocol PollComm Port PC port used to poll this site Baud Rate see step 3 of Configuring the Unit Remote System Phone Number...

Страница 96: ...PSU at a Polled Site Issue 1 January 1997 7 5...

Страница 97: ...stem configuration that contains multiple MERLIN LEGEND Reporters Setting Up the Central Site Describes additional set up procedures after installing MERLIN LEGEND Reporter Adding Remote Sites Describ...

Страница 98: ...hone call is placed or received at a site it is routed through the MERLIN LEGEND communications system to its final destination 2 The communications system prepares an electronic record of the transac...

Страница 99: ...oted below Some dialog boxes will show the name of the site on its title bar At first it reads Default This will be changed in the next few steps 1 Select Site Maintenance from the Utilities menu 2 Wh...

Страница 100: ...for the Central Site Call Collection Information the phone number to poll the local call collector PSU or PC its login User ID and Password The Telephone Lines Facilities information may be provided b...

Страница 101: ...appears so that you may continue to the next item i Select X Call Collection Interface see Call Collection Interfaces and Scheduling later in this chapter for details ii Select X Trunk see Lines in Ch...

Страница 102: ...ite congiruation Access Select Site Selection from the Administration menu Select the name of the desired site from the list box and use OK After a site is selected its name will appear in the title b...

Страница 103: ...ate data bits etc Call Collection Interface Site 1 protocol PollComm format MERLIN LEGEND Reporter Protocol Options PollComm Port Com4 Remote phone 999 1234 Remote User ID Central Remote Password Poll...

Страница 104: ...ds the next site with a claim to that port will be polled 1 Use the CALL COLLECTION POLLING SCHEDULE WORK SHEET in appendix A to plan a complete schedule for the entire group of sites polled through a...

Страница 105: ...Central Site of a Multi site Configuration Issue 1 January 1997 8 9 3 Back at the Polling Schedule dialog box you may work on another time slot or select OK to exit...

Страница 106: ...tion list box to identify sites to be included in the report Choices will be either ALL or a specific site from the list of installed sites Call Processing Status This window will have a slightly diff...

Страница 107: ...dix contains blank forms to collect the information required for installation SYSTEM WIDE PARAMETERS WORKSHEET CALL COLLECTION INTERFACE WORKSHEET CALL COLLECTION POLLING SCHEDULE WORKSHEET TELEPHONE...

Страница 108: ...els in the Organization structure and their level names 1 15 characters if different than the printed defaults If you are suing MERLIN LEGEND Reporter for calling groups only you may want to change th...

Страница 109: ...ion or 15 characters default 2 Cost Center or 15 characters 3 Department or 15 characters 4 Division or 15 characters 5 Branch or 15 characters PART II Accounting Period Monthly Bi monthly Quarterly N...

Страница 110: ...e or P for pulse digits and commas for pauses as required for example T9 3816000 uses touch tone dials 9 waits then dials 381 6000 c Enter the User ID and Password If the polled device is a PSU enter...

Страница 111: ...mplete the POLLING SCHEDULE WORKSHEET Port Name COM1 COM2 etc from the POLLING Baud Rate 9600 SCHEDULE WORKSHEET Remote System Phone Number leave blank if not connected Polled Site by modems User ID P...

Страница 112: ...59 21 00 21 59 22 00 22 59 23 00 23 59 b Once the schedule for weekdays and for weekends for the port is established pass the port information to the CALL COLLECTION INTERFACE WORKSHEET and the time...

Страница 113: ...ts Issue 1 January 1997 A 7 interval in hours and minutes to repeat polls within the time slot note that the interval must fit within the time slot that is it must be shorter for polls to occur more t...

Страница 114: ...dic Poll at ___ ___ hr min intervals Days Weekday Weekend Start hr min End hr min Polling cycle Single Poll Periodic Poll at ___ ___ hr min intervals Days Weekday Weekend Start hr min End hr min Polli...

Страница 115: ...or your telephone system For example if you have a pool of Central Office lines you may call the facility CO and associate the lines in that pool under this name Other examples are Private private lin...

Страница 116: ...ity list as they appear in an SMDR call record from the telephone system Facility Name Grade of Service Number of Lines Lines in this Facility list as they appear in an SMDR call record from the telep...

Страница 117: ...Extension enter a Personnel Name Title Miss Mr or Mrs or up to 6 characters First Name up to 26 characters and Last Name up to 36 characters of an extension user b Indicate whether or not calls from...

Страница 118: ...t name Immediate yes Output no Privacy Masked Digits for Reports hides 0 17 digits or ALL Privacy Masked Digits for Storage hides 0 17 digits or ALL Extension Personnel Name Title first name last name...

Страница 119: ...y the parent level If necessary skip lines and or draw lines to help you delimit the groupings For example you can enter the following hierarchy as in the sample worksheet below Cost centers 501 502 F...

Страница 120: ...ssue 1 January 1997 ORGANIZATION WORKSHEET Levels 2 and higher Cost Center or Level 2 name if different Department or Level 3 name if different Division or Level 4 name if different Branch or Level 5...

Страница 121: ...Worksheets Issue 1 January 1997 A 15...

Страница 122: ...ee page B 5 Selection Summary Report see page B 5 Account Code Detail Report see page B 6 Account Code Summary Report see page B 6 Date Report Incoming Traffic only see page B 7 Time of Day Report Inc...

Страница 123: ...E 09 27 95 08 00 0 10 00 0 08 40 5540000 Rushville INCOM 09 27 95 09 10 0 10 00 0 09 45 5540000 Rushville INCOM 09 27 95 15 30 0 30 00 554 0000 Rushville LOCAL TOTALS 0 50 00 NUMBER OF CALLS 3 Cost Ce...

Страница 124: ...DiMarco Mr Joe 7 1 30 00 0 12 51 4 0 47 25 0 11 51 04 Herrero Ms Julia 3 0 50 00 0 16 40 2 0 18 25 0 09 12 05 LaFalce Mr Benito 7 2 05 00 0 17 51 3 0 31 00 0 10 20 07 LaSalle Mr Dominic 8 2 05 00 0 1...

Страница 125: ...00 00 0 00 00 Cust Svc 25 6 30 00 0 15 36 14 2 40 00 0 11 25 TOTALS 25 6 30 00 0 15 36 14 2 40 00 0 11 25 End of Cost Center Summary Report Organization Trends Report Date Thursday September 28 1995...

Страница 126: ...1212 Honeoye INCOM 01 09 27 95 11 35 0 15 00 0 14 40 05 3920000 Hilton INCOM 05 09 27 95 11 50 0 10 00 0 09 50 07 5940000 N Chili INCOM 05 09 27 95 13 30 0 30 00 01 229 1212 Honeoye LOCAL 02 09 27 95...

Страница 127: ...TE TIME HHHH MM SS HHHH MM SS Extension DIALED NUMBER LOCATION TYPE 09 27 95 13 30 0 25 00 0 00 00 05 392 0000 Hilton LOCAL 09 27 95 14 00 0 05 00 0 00 00 05 392 0000 Hilton LOCAL TOTALS 0 30 00 0 00...

Страница 128: ...ALK TIME TOTAL TOTAL PER CALL TOTAL PER CALL DATE CALLS HHHH MM SS HH MM SS HHHH MM SS HH MM SS 09 26 95 14 0 10 00 0 00 42 2 40 00 0 11 25 TOTALS 14 0 10 00 0 00 42 2 40 00 0 11 25 Date Report Date T...

Страница 129: ...0 0 10 55 10 00 10 59 1 0 00 10 0 00 10 0 14 50 0 14 50 11 00 11 59 4 0 01 10 0 00 17 0 53 50 0 13 27 12 00 12 59 0 0 00 00 0 00 00 0 00 00 0 00 00 13 00 13 59 0 0 00 00 0 00 00 0 00 00 0 00 00 14 00...

Страница 130: ...imum of 12 characters are shown on some reports last name first including commas and spaces ICLID Call Distribution Report Date Thursday September 28 1995 Page 1 Time 5 40 53 PM Company Name DATE RANG...

Страница 131: ...0 0 00 00 0 00 00 0 0 00 00 0 00 00 01 00 01 14 1 0 01 10 0 01 10 0 0 00 00 0 00 00 01 15 01 29 2 0 02 40 0 01 20 0 0 00 00 0 00 00 01 30 01 44 0 0 00 00 0 00 00 0 0 00 00 0 00 00 OVER 01 44 1 0 03 20...

Страница 132: ...0 04 50 0 00 00 05 00 09 59 0 0 00 00 0 00 00 7 1 03 00 0 09 00 10 00 14 59 0 0 00 00 0 00 00 5 1 13 20 0 14 40 15 00 19 59 0 0 00 00 0 00 00 1 0 18 50 0 18 50 20 00 24 59 0 0 00 00 0 00 00 0 0 00 00...

Страница 133: ...ION CRITERIA FACILITIES ALL NUMBER DURATION GOS OF AVERAGE AVERAGE AVERAGE PER CALL ACTUAL TARGET Line FACILITY Lines BUSY HOUR CALLS HHHH MM SS HH MM SS REQUIRED CO inbound 2 11 00 11 59 4 0 55 00 0...

Страница 134: ...erate in a normal manner Any deviations will have to be handled completely by you the user or if you require help by an Lucent Technologies technician at an extra charge Single site Multi site Process...

Страница 135: ...09 983 1414 and or Comtrol Corporation 612 631 7654 3 Available means that no other PC device is using the IRQ used by that COM port and no other PC application uses the COM port See Appendix E for de...

Страница 136: ...table below for capacities by model size Model Ext Cost Ctr Dept Div Branch Facilities Lines Account 50 50 50 25 20 15 25 50 1 000 200 200 50 25 20 15 25 80 1 000 5 000 5 000 1 000 1 000 500 250 200...

Страница 137: ...igit Processing Diagnostic tool use only if directed by technical support Immediate Output Create update if you wish to flag special calls Imm Out Printer Enable to print immediate output alert calls...

Страница 138: ...vice documentation If you cannot correct the problem call the hotline for support as instructed on the inside front cover The hotline will assist you by performing remote diagnostics When you call ple...

Страница 139: ...at your PC is ready for access 2 To disable Remote Access a Click on the Waiting for Call icon at the bottom of your screen b When the Carbon Copy Host main menu appears minimize click on the top righ...

Страница 140: ...ad cable serial port or modem problems The telephone system is not programmed properly or it is not sending calls Can you update yes no no A Check message repeat procedure Are you installing a diskett...

Страница 141: ...r detail reports show call destinations not properly reported check these functions Location table Customize menu Dialed Digit Processing Configuration menu may be changing the dialed number If detail...

Страница 142: ...w it before reading further Workarounds and Solutions to the IRQ Conflict Problem describes three alternatives for those installations having problems using MERLIN LEGEND Reporter communication functi...

Страница 143: ...egion acts something like a mailbox outgoing mail data from the microprocessor to be transmitted to the peripheral device is placed in the mailbox by the owner the microprocessor to be picked up by th...

Страница 144: ...l not encounter the types of complications that this appendix addresses if your PC supports IRQ sharing The specific I O port address and IRQ that a particular serial port uses is determined by the ha...

Страница 145: ...s the COM1 and COM3 ports were both assigned to IRQ4 and the COM2 and COM4 ports were both assigned to IRQ3 Then under the assumption that at most two serial ports would be active simultaneously for e...

Страница 146: ...el Since some PCs can support it by default for example those which support IRQ sharing Windows doesn t prohibit you from configuring your system and attempting tasks like the one in the previous para...

Страница 147: ...ipherals with equivalent devices which do not require a serial port The idea with this approach is to eliminate the conflict by reducing the number of peripherals in your system which require serial p...

Страница 148: ...PC Serial Ports Issue 1 January 1997 E 7 COM2 COM3 or COM4 but the I O port addresses and IRQs associated with each of these configurations is usually fixed to the settings in the table...

Страница 149: ...nder Windows Your PC hardware vendor can assist you in configuring IRQs You may also need to consult the documentation for your PC and any add in cards which are installed to determine which IRQs if a...

Страница 150: ...rd is quite modest and a worthwhile investment Many serial port cards on the market and most built in serial ports use either the 8250 or 16450 Universal Asynchronous Receiver Transmitter UART as thei...

Страница 151: ...current and archive call record files automatically and to produce summary and trend statistics at the end of each period alert numbers A MERLIN LEGEND Reporter feature whereby calls that match user s...

Страница 152: ...hierarchy D database A collection of data such as the set of all call records in an accounting period structured and organized for easy access also the information in MERLIN LEGEND Reporter tables tha...

Страница 153: ...ed by local telephone companies on a per line basis to pass to their subscribers in digital form the phone number of their callers This application supports ICLID if it is provided in the call record...

Страница 154: ...dual entries the organization database that is extension numbers and their attributes System defaults use two levels named Level 1 Extension and Level 2 Cost Center MERLIN LEGEND Reporter permits up t...

Страница 155: ...ther users in a computer system protocol A set of conventions or rules that describe how data is organized transmitted and received PSU Pollable Storage Unit A PSU is a small processor dedicated to co...

Страница 156: ...ms such as the MERLIN LEGEND system that report the talk time telephone system In this context the MERLIN LEGEND Communications System release 4 1 or later Traffic Reports The collection of MERLIN LEG...

Страница 157: ...pacities C 3 Carbon Copy Remote Access install 2 4 use D 2 Charts 4 8 Configuration functions 3 10 accounting period 3 19 call collection interface 3 15 8 6 call sender interface 6 2 Configuration fun...

Страница 158: ...t files 5 5 reports 4 9 4 10 B 2 to B 4 worksheets A 10 A 12 P Password change own 3 9 set up user 3 20 6 3 Personnel 3 5 Polling schedule see Call collection interface Ports serial ports and conflict...

Страница 159: ...call record edits 5 3 database maintenance 5 7 import export files 5 5 upgrade 5 8 V Verification call processing 2 14 Viewing immediate output 4 16 message log 4 16 report files 4 15 W Work session...

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