Page 1 This Information is subject to change without notice. Northern Telecom reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. Meridian, Meridian 1, Meridian MAX, and NAC are 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.
Page 2 Publication history November 1994 The document was issued as the Network Administration Center (NAC) 2 Supervisor’s User Guide (P0724352) Standard 1.0. Network Administration Center Supervisor’s User Guide Product release 2...
Page 3: Table Of Contents
About this document Conventions xix Other NAC documents xx Reference to other ACD documents xxi Sample screens xxiii Network Administration Center (NAC) system Meridian MAX 1-1 Meridian 1 switch 1-1 NAC data flow 1-2 NAC features 1-4 NAC security features 1-4...
Page 4 vi Contents Common screen elements 2-8 Command menu 2-10 Field selection bar 2-11 Help function key 2-11 Input/output line 2-11 Language choice 2-12 Menus 2-12 Options function key 2-13 Report status indicator 2-13 Windows 2-13 Keyboard 2-13 General function keys 2-18 Global commands 2-21 Moving cursor or selection bar 2-21 Paging up and down 2-21...
Page 5 Function keys 5-9 Fields 5-10 Network details display 5-12 Accessing this feature 5-12 Function keys 5-13 Fields 5-14 Position Status Display Accessing this feature 6-1 Function keys 6-3 Fields 6-5 Network Report Definition Accessing this feature 7-2 Submenu 7-2 Report Parameter Definition 7-4 Field restrictions 7-4 Function keys 7-6 Fields 7-8...
Page 6 viii Contents Report Preview Accessing this feature 8-1 Screen messages 8-1 Function keys 8-2 Network System Reports Accessing this feature 9-1 Function keys 9-2 Fields 9-3 Network Definition Database Report 9-4 Personnel Database Report 9-5 Fields 9-5 Supervisor Database Report 9-7 Fields 9-7 NACD-DN/CDN Database Report 9-9 Fields 9-9...
Page 7 ACD-DN by Route Performance Report 11-17 Statistics on the ACD-DN by Route Performance Report 11-19 Interpreting the report 11-20 Route by ACD-DN Performance Report 11-21 Statistics on the Route by ACD-DN Performance Report 11-23 Interpreting the report 11-24 DNIS Performance Report 11-25 Statistics on the DNIS Performance Report 11-27 Interpreting the report 11-27 ACD-DN by Activity Code Report 11-28...
Page 8 x Contents Network Configuration Control Accessing this feature 12-1 Processing commands 12-1 Submenu 12-2 Function keys 12-2 Menu options 12-3 Change Network Day Routing Tables 12-5 Function keys 12-6 Fields 12-7 Change Network Night Routing Tables 12-9 Function keys 12-10 Fields 12-11 View Miscellaneous Parameters 12-13 Function keys 12-13...
Page 9 Parameter Administration Accessing this feature 15-1 Submenu 15-2 Menu options 15-2 Personnel File Definition 15-4 Function keys 15-4 Fields 15-5 Supervisor Definition 15-6 Function keys 15-6 Fields 15-8 Time Frames Definition 15-12 Function keys 15-13 Fields 15-13 Threshold Definition 15-15 Function keys 15-16 Fields 15-17 Network Definition 15-19...
Page 10 xii Contents Function keys 16-7 Fields 16-9 Attaching reports to the schedule 16-9 Schedule Definition—Attached Change Orders 16-11 Accessing this feature 16-11 Function keys 16-12 Fields 16-14 Attaching change orders to the schedule 16-14 Supervisor Messaging Accessing this feature 17-1 Message indicator 17-2 Supervisor Messaging—initial screen 17-3 Function keys 17-3...
Page 11 International language support Overview 18-1 Supervisor workstations Dial-up supervisor 18-2 Printers 18-2 Configuring workstations Configuring languages Multiple language strings Single language strings Reports 18-6 Multilingual support Report sorting 18-6 Entering characters 18-7 Compose sequences Statistics groups Destination ACD-DN statistics 19-3 Destination ACD-DN data fields 19-3 Destination ACD-DN statistics fields 19-9 Overflow statistics 19-42...
Page 12 xiv Contents RAN route statistics 19-106 RAN route data fields 19-106 RAN route statistics fields 19-107 List of terms P0724352 Standard 1.0 November 1994 20-1...
Page 13: About This Document
About this document Conventions The following conventions are used throughout the NAC document set: CALLS ANSWD Words in this type represent elements that are seen on the screen or reports. {RETURN} Capitalized words or characters within brackets represent a specific key on the keyboard.
Page 14: Other Nac Documents
Italicized text represents references to other documents. For example: Refer to the NAC 1.0 Installation (NTP 553-4011-100). Other NAC documents Additional information about the Network Administration Center (NAC), Release 2 is contained in the following Northern Telecom documents: 553-4011-110 553-4011-510 553-3201-200 P0724352 Standard 1.0...
Page 15: Reference To Other Acd Documents
Reference to other ACD documents Other Northern Telecom ACD documents associated with NAC are listed below: P0802089 P0802091 553-4001-111 553-4001-811 553-4001-911 553-4001-210 553-4001-212 553-4011-800 P0734020 P0743664 P0743656 553-4001-111 553-4001-811 553-4001-911 553-4001-210 553-4001-212 P0741145 Network Administration Center Supervisor’s User Guide Product release 2 About this document xxi Meridian MAX 6 Supervisor’s User Guide...
Page 16 Meridian MAX 4 Installation Meridian MAX 4 Maintenance and Diagnostics Meridian MAX 4 Overview Meridian MAX 4 Supervisor’s User Guide Meridian MAX 3.4x Installation (NAC Appendix 1 Connectivity) Meridian MAX 3.3 Master Indes Meridian MAX 3.3 Installation Meridian MAX 3.3 Operations Meridian MAX 3.3.
Page 17: Sample Screens
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: Network Administration Center (Nac) System
Network ACD (NACD) and NAC connectivity options. All nodes, which are configured and connected to the network, report their call data to the NAC on a regular basis. While there can be up to 10 nodes on the network, there is never more than one NAC.
Page 19: Nac Data Flow
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 execute network configuration control commands, which reconfigure the call flow for one or more nodes.
Page 20 Figure 1-1 NAC data flow MERIDIAN 1 containing Meridian MAX Los Angeles Legend Network Administration Center Supervisor’s User Guide Product release 2 The Network Administration Center system 1-3 Ï Ï Ï Ï Ï Ï Ï Ï Ï Ï Ï Ï...
Page 21: Nac Features
NAC to Node Login password (mandatory) The NAC to Node Login password connects each Meridian MAX node to the NAC. It protects the NAC and the Meridian MAX nodes from illegal entry. This option is described in the “Miscellaneous options”...
Page 22: Nac Input Features
10, 20, or 30 seconds. This 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.
Page 23: Nac Control Features
— 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 operate when needed. The active control features are: Network Configuration Control...
Page 24: Network Administrator
NAC, including the staff and facilities. The NAC network administrator is given the NAC network administrator password, which allows access to all features on the NAC. In addition to the functions available through the NAC network supervisor’s terminals, the network administrator is responsible for defining and printing management report schedules.
Page 25: Network Operations
Houston, and there are branch offices 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)
Page 26 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.
Page 27 1-10 The Network Administration Center system Figure 1-4 Network operations example (part 3) Los Angeles Calls Figure 1-4 shows the peak time for the Chicago office. There are more calls arriving in Chicago than that office can efficiently handle. Meanwhile, the Toronto office has passed its peak time and resumes its normal load.
Page 28 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 can handle the overflowed calls from Los Angeles, then sends appropriate messages to Chicago and Los Angeles.
Page 29: X11 Software Requirements
X11 Release 18 or higher. Users can also create NAC reports to monitor the performance of their IVR equipment. This can be done by incorporating IVR-related fields from a statistics group into a report. For example, the IVR_Ans_Delay field can be selected from the Destination ACD-DN statistics group to provide data on the delay experienced by IVR calls answered at the ACD-DN.
Page 30: Nac Limitations
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 supported for the NAC: 160 maximum network ACD-DN/CDN queues Network Administration Center Supervisor’s User Guide Product release 2...
Page 31: The Nac Workstation
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...
Page 32: Printers
2-2 The NAC workstation The VDTs, supported by the NAC, are the DEC VT220, DEC VT420 (North American and World Wide models) and 100% compatibles. VT220 terminals are supported although they do not fully support ISO 8859-1. The NAC uses the DEC multinational character set, which is a subset of ISO 8859-1, for VT220 terminals.
Page 33 Please press <ENTER> to continue... Press {ENTER}. Network Administration Center Supervisor’s User Guide Product release 2 — — continued The NAC workstation 2-3 must log off...
Page 34 2-4 The NAC workstation Procedure 2-1 (continued) Workstation configuration Step Installer’s action and system’s response The system continues. The terminal type for this port is unknown. Please choose a terminal type from the following list: DEC vt220 monochrome and compatibles DEC vt420 monochrome and compatibles PC running Reflection 4–PLUS terminal emulation...
Page 35 Enter 2, followed by {RETURN}, if you want a blue background screen. The following prompt then appears. About to start transfer of an appropriate Reflection 4–PLUS configuration file from NAC to your PC... The transfer should take approximately 15 – 30 seconds. Please press <ENTER> to begin...
Page 36 Installer’s action and system’s response Press {ENTER} to begin transferring the appropriate Reflection 4+ terminal configuration file from NAC to your workstation. If the transfer of the configuration is successful, the system displays the following prompts. If the transfer of the configuration is unsuccessful, go to Step 14.
Page 37: Reconfiguring The Monitor
Redrawing the screen Due to minute power fluctuations, it is possible to lose a character in the transmission signal from the NAC to the workstation. This can cause the screen’s columns to fall out of alignment and make the screen difficult to read.
Page 38: Common Screen Elements
2-8 The NAC workstation Common screen elements The following three figures show various screen elements common to most features in the NAC. Figure 2-1 Common screen elements (part I) Indicator message Report Pending Network Configuration Control Selection numbers HELP = Help Function keys P0724352 Standard 1.0...
Page 39 RUN A CONFIGURATION UPDATE ..No HELP=Help PF1=Commands PF2=Remove options pop–up REMOVE=Erase field F20=>> Standard Weekend Change Order Text entry/error line Network Administration Center Supervisor’s User Guide Product release 2 The NAC workstation 2-9 Pop-up message [English ] Title language...
Page 40: Command Menu
2-10 The NAC workstation Figure 2-3 Common screen elements (part 3) Network Configuration Control 1. Exit 2. Change Network Day Routing Tables 3. Change Network Night Routing Tables Help System Network Configuration Control Menu This is the Network Configuration Control Menu. To select one of the options displayed, use the up and down arrows to highlight the appropriate option, or type the number corresponding to that option, and press ENTER.
Page 41: Field Selection Bar
The bottom line of the screen is the input/output line. It displays the 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:...
Page 42: Language Choice
Unavailable choices are dimmed on the screen. In some NAC functions, choices must be made from a series of pop-up menus. When a choice is made from the first menu, the next menu appears on top of the first menu.
Page 43: Options Function Key
Press [Options] again to remove the options display. Report status indicator If the NAC is commanded to display an ad hoc report, the status is indicated by the report status indicator. It is removed after the requested report is viewed or deleted. Ad hoc reports sent to the printer do not use the report status indicator.
Page 44 F1 F2 F3 F4 F5 F6 F7 F8 & Q W E R T A S D F CAPS LOCK X C V B N M SHIFT CTRL PC Enhanced keyboard F9 F10 F11 F12 BACKSPACE ENTER " < > SHIFT CTRL PRINT...
Page 45 F3 F4 Q W E F5 F6 CTRL F7 F8 SHIFT F9 F10 PC/AT style keyboard & < > SPACE BAR CAPS SCROLL LOCK LOCK LOCK SCROLL DELETE LOCK LOCK HOME PG UP ENTER " SHIFT PG DN CAPS LOCK...
Page 46 HOLD PRINT F6 F7 F8 F9 F10 SET-UP BREAK SCREEN SCREEN £ & Q W E R T A S D F CTRL LOCK X C V B N M SHIFT COMPOSE CHARACTER VT220 English keyboard HOLD SCREEN LOCK (ESC) (BS) (LF) RETURN...
Page 47 F1 F2 F3 F4 F5 F6 F7 F8 F9 F10 Hold Print Set-Up Session Break (Copy) # £ Q W E CONTROL B N M SHIFT COMPOSE CHARACTER FUNCTION VT420 English keyboard F11 F12 F13 F14 (ESC) (BS) (LF) & RETURN "...
Page 48: General Function Keys
2-18 The NAC workstation General function keys Each feature in the NAC displays a list of function keys. The list changes as each function key is used. For example, while displaying the Profile Maintenance feature, note that the function key list includes the entry: PF1=Commands. Press {PF1} and the Profile Maintenance command pop-up window appears.
Page 49 Press {INSERT} to insert characters in the middle or beginning of the field. The cursor slowly blinks while the system is in the insert mode. Network Administration Center Supervisor’s User Guide Product release 2 The NAC workstation 2-19 — continued —...
Page 50 2-20 The NAC workstation Table 2-1 (continued) Generic function keys Function key Explanation INSERT = Overwrite This function key is listed whenever the [Edit Field] key is pressed and the {INSERT} command is active. Press {INSERT} to overwrite existing characters in the field. The cursor does not blink while the system is in the overwrite mode.
Page 51: Global Commands
Move upward one page Move downward one page Move to top of list Move to bottom of list Network Administration Center Supervisor’s User Guide Product release 2 The NAC workstation 2-21 VT220 or PC/AT VT420 {BACKSPACE} or {DELETE} n{ } ø{ }...
Page 52: Function Keys
2-22 The NAC workstation Function keys Function Display command menu for current screen Cancel command menu and return to the current screen Enter command numbered n on command menu for current screen without having to view menu Display options for selected field...
Page 53: Editing Fields
Display local printer control window to add, change, or delete local printer. Only available on workstations with Meridian Terminal Emulator software. Network Administration Center Supervisor’s User Guide Product release 2 The NAC workstation 2-23 VT220 or PC/AT VT420 {PF3} [Edit field] again...
Page 54: Getting Started
Getting started Logging in Follow this procedure to log into the NAC: Display the NAC login screen, shown in Figure 3-1. Figure 3-1 Login screen Enter supervisor ID : Entrer une ID de surveillant : ===> Type the login ID and press {RETURN}.
Page 55: Encountering Login Problems
3-2 Getting started If prompted, type the password and press {RETURN}. A prompt, asking for a password, appears only if a password was entered in the user’s Supervisor Definition feature, described in the “Parameter Administration” chapter . The password must be entered exactly as it appears in the Supervisor Definition feature, including upper and lower case characters.
Page 56: Main Menu
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...
Page 57: Main Menu Options
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.
Page 58 Allows reports to be viewed prior to printing. Network System Reports Provides reports on the contents of various databases used by the NAC. Remote Supervisor Login Allows the user to log into any Meridian MAX node and act as a nodal supervisor.
Page 59: Selecting Menu Options
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 to avoid unauthorized access to the system.
Page 60: Entering Network Administration Mode
Entering network administration mode The Enter Network Administration Mode feature is an optional security measure designed to restrict access to the Parameter Administration and Schedule Definition features. This feature can only be used if access to the Parameter Administration and Schedule Definition has previously been enabled in the user’s Supervisor Definition record (described in the “Parameter Administration”...
Page 61: Profile Maintenance
Profile Maintenance The Profile Maintenance feature permits supervisors to view or modify their personal login profile. The profile, which is defined 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”...
Page 62: Function Keys
4-2 Profile Maintenance Figure 4-1 Profile Maintenance screen Profile Maintenance NAC ID Stats Update Rate Display Style ACD-DN Display Screen Page 1 CDN Display Screen Page Profile Maint Remote Spv Login Ntwk Report Defn System Reports Ntwk Config Control List Management...
Page 63 — if changes have been made and saved, this prompt appears: Changes to your profile are not made effective until after you logout and then login again. Do you wish to logout now? (y/n) Enter y to log out. The login screen appears. By logging out and logging back in, the system acknowledges the changes in the profile.
Page 64: Fields
F6=Remove personnel info Removes the personnel record pop-up window from the screen. Fields NAC ID Specifies this supervisor’s ID number. This one to four digit number is used by the supervisor to log into the system. It appears in the top left-hand corner of the screen.
Page 65 Profile Maintenance 4-5 Display Style Determines whether the real-time displays are shown in numeric or graphic format. These displays are defined in the “Position Status Display” chapter. It is also possible to toggle between the numeric and graphic format while viewing the real-time displays.
Page 66 4-6 Profile Maintenance 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 in the Display CDN Selection feature, described in the “Parameter Administration”...
Page 67 Profile Maintenance 4-7 List Management Indicates whether this supervisor can access the List Management feature. Typically, only the network administrator has access to this feature. 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.
Page 68: Queue Statistics Display
Queue Statistics Display Two types of statistics are available through the Queue Statistics Display. These include Network ACD-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.
Page 69: Network Acd-Dn Queue Statistics
5-2 Queue Statistics Display Network ACD-DN queue statistics The Network ACD-DN Queue Statistics feature shows the ongoing status of the network queues. These queues are defined in the Display NACD-DN Selection feature (described in the “Parameter Administration” chapter). The information in this feature is updated every 10, 20, or 30 seconds. This rate is defined by the Stats Update Rate field in the Profile Maintenance feature.
Page 70: Function Keys
Figure 5-1 Network ACD-DN Queue Statistics screen Network ACD-DN Queue Statistics NODE—ACD–DN AVG SVC DELAY LVL 334– 5500 343– 5500 442– 5500 444– 5500 570– 5500 HELP = Help Note: A highlighted number on the screen indicates that a configured threshold for the field has been reached or exceeded.
Page 71 5-4 Queue Statistics Display PF1=No selection Removes the Commands pop-up window from the screen. 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.
Page 72: Fields
Queue Statistics Display 5-5 F8=Position Status Display Toggles to the Network Position Status Counts Display feature and back to this feature, without going through the main menu. The Network Position Status Counts Display shows the position activity counts. Refer to the “Position Status Display”...
Page 73 5-6 Queue Statistics Display 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). P0724352 Standard 1.0 November 1994...
Page 74: Nodal Control Dn Queue Statistics
Nodal Control DN queue statistics The Nodal Control DN Queue Statistics feature shows the ongoing status of the CDNs. This includes the statistics for each queue in the network, defined in the Display CDN Selection feature. (The Display CDN Selection feature is described in the “Parameter Administration”...
Page 75: Accessing This Feature
5-8 Queue Statistics Display Accessing this feature This feature can be selected in one of two ways: Select the “Queue Statistics Display” option from the main menu. The Network ACD-DN Queue Statistics feature (shown in Figure 5-1) or the Nodal Control DN Queue Statistics feature (shown in Figure 5-2) appears depending on which feature was last viewed by the user.
Page 76: Function Keys
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 Statistics Display Provides access to the Network ACD-DN Queue Statistics feature. This feature is described in the Network ACD-DN Queue Statistics section in this chapter.
Page 77: Fields
5-10 Queue Statistics Display F7=Network Details Provides a detailed graphical view of the status of the time-overflow calls answered for a particular NACD-DN during the last 10 minutes of system activity. For more information, refer to the “Network Details Display” section in this chapter.
Page 78 Queue Statistics Display 5-11 Call Termination Busy Shows the number of controlled calls given the ‘force busy’ CCR operation plus the number of calls that were busy because of the call ceiling. The CDN calls can be in default or controlled mode. Force busy only applies to controlled calls while the call ceiling only applies to default calls.
Page 79: Network Details Display
5-12 Queue Statistics Display Network details display The Network Details Display provides a detailed graphical view of the status of the time-overflow calls answered for a particular ACD-DN. The information on this feature is not updated, but reflects the time-overflow status at one point in time. To update the status display, exit from this screen and redisplay it.
Page 80: Function Keys
Figure 5-3 Network Details Display screen Network Details Display ACD-DN: 111–111–1111 Node ACD-DN 111–111–1114 111–111–1112 111–111–1113 Total: 4 IN HELP=Help PF1=Exit PF3=Configuration Control Function keys Help=Help Provides information regarding this feature and its fields. PF1=Exit Returns the system to the screen used to call the Network Details Display feature.
Page 81: Fields
5-14 Queue Statistics Display Change Network Night Routing Tables Allows changes to be made to the night target table for selected NACD queues. The changes can be 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”...
Page 82: Position Status Display
Position Status Display The Position Status Display feature shows the number of positions currently in each state. These statistics can be viewed in tabular or graphic format. The details are updated every 10, 20, or 30 seconds. (This rate is defined by the Stats Update Rate field in the “Profile Maintenance”...
Page 83 6-2 Position Status Display Figure 6-1 Network Position Status Counts Display screen—tabular format Network Position Status Counts Display NODE — ACDDN MANNED 444- 2850 444- 2900 444- 2910 444- 3650 HELP = Help P0724352 Standard 1.0 12:00:00 SPARE CALL PF3 = Configuration Control Exit November 1994 READY WAITING CALL...
Page 84: Function Keys
Figure 6-2 Network Position Status Counts Display screen—graphic format Network Position Status Counts Display ACD CALL NODE – ACDDN 444 - 2850 ______________31____5 444 - 2900 _______18__3 444 - 2910 __________23 8 444 - 3650 ____10 2 HELP = Help Function keys Help=Help Provides information regarding this feature and its fields.
Page 85 6-4 Position Status Display Change Network Night Routing Tables Allows changes to be made to the night target table for selected NACD queues. The changes can be 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”...
Page 86: Fields
Position Status Display 6-5 F9=Graphic display Displays the information in graphic format (see Figure 6-2). This function key is only available while the information is displayed in tabular format. F9=Numeric display Displays the information in tabular format (see Figure 6-1). This function key is only available while the information is displayed in graphic format.
Page 87: Network Report Definition
The data for the reports originates within each of the network’s Meridian MAX nodes. When a report is ready to be executed, the necessary information is requested from each node. The NAC allows up to 30 minutes of system time for the requested information to be collected. The report fails if this time is exceeded.
Page 88: Accessing This Feature
7-2 Network Report Definition Accessing this feature To access this feature, select the “Network Report Definition” option from the main menu. A submenu appears as shown in Figure 7-1. Figure 7-1 Network Report Definition submenu SUPERVISOR 1000 HELP=Help Submenu The Network Report Definition submenu offers six selections: Exit Closes the Network Report Definition submenu and returns the system to the main menu.
Page 89 Network Report Definition 7-3 Tabular Format Definition Defines new tabular report formats and modifies existing ones. Graphic Format Definition Defines 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.
Page 90: Report Parameter Definition
7-4 Network Report Definition Report Parameter Definition The Report Parameter Definition feature provides the definition of the report parameters. This includes the report’s scope and print properties. For example, the parameters can specify the time frame a report is to encompass.
Page 91 Figure 7-2 Report Parameter Definition screen Report Parameter Definition REPORT NAME : TRUNKS BUSY REPORTS USE OF NAME In menus and on reports STYLE Tabular Report Parameter Definition REPORT NAME : TRUNKS BUSY REPORTS USE OF NAME In menus and on reports STYLE Tabular FORMAT...
Page 92: Function Keys
7-6 Network Report Definition Function keys Help=Help Provides information regarding a feature and its fields. PF1=Commands The following commands are available by pressing [Commands]: Exit (without saving changes) Returns the system to the Network Report Definition submenu. Any changes, which have not been saved, are ignored. Clear the form Clears information from the screen leaving a blank screen.
Page 93 Overwrite an existing report definition Allows the original information to be overwritten with the modifications. This command is used when the original report is no longer required. Delete an existing report definition Deletes an existing personal or public report definition. Once this command is executed, the deleted report definition cannot be retrieved.
Page 94: Fields
7-8 Network Report Definition Fields Different fields appear on the screen depending on the type of report being produced. All the fields are described in this section. Report Name Assigns a unique name to a report. The name can be a maximum of 40 characters.
Page 95 (for example, Toronto at 12 p.m. EST, Dallas at 12 p.m. CST, and Los Angeles at 12 p.m. PST). If a range of intervals is used and the Relative Time field is set to “NAC”, the selected range can not overlap more than one day. This is especially crucial when nodes are in different time zones.
Page 96 “By ACD-DN Unit Name” or “By CDN Unit Name” option is selected. This field cannot be changed directly by the user. The NAC automatically assigns a value based on the choice for the Nodes To Query field.
Page 97 The pre-defined limit is set by the system administrator in the Meridian MAX. Note: Due to the way that data is collected by the NAC, any data that may be available for the current interval is not complete and should not be used.
Page 98 96/06/01 to use the information from June 1, 1996. Enter 06/01 to use the information from June 1 of the current year. Enter 1 for the first day of the current month and year. The NAC provides any information which is not entered, such as the current month and year.
Page 99 June 1 of the current year. Enter 1 to use the information from the week that includes the first day of the current month and year. The NAC provides any information which is not entered, such as the current month and year.
Page 100 7-14 Network Report Definition Month Specifies the month(s) to be used to collect data for the report. NAC uses standard calendar months. Enter 0 to produce a report using only the current month’s information. If the report is to use a previous month, enter a negative number representing the number of months before the current month.
Page 101 Network Report Definition 7-15 the current period). Enter 96/01/01..96/06/01 to obtain a report starting with the period including January 1, 1996, and ending with the period including June 1, 1996. Make certain the first value is lower than the second value. Leave the field blank to cover all the periods.
Page 102 7-16 Network Report Definition Destination Node Specifies the destination node the report is to cover. The destination node is the node where calls are answered. Calls are also transferred into this node. This is due to queue-count overflow or time overflow. To select a range of destination nodes, type the lowest node to be included, followed by two periods (..), followed by the highest node.
Page 103 Route Specifies the route the report is to cover. To select a range of routes, type the lowest route to be included, followed by two periods (..), followed by the highest route. For example, enter 0..127 to produce a report on the routes starting with route 0 and ending with the route 127.
Page 104: Tabular Format Definition
7-18 Network Report Definition Tabular Format Definition The Tabular Format Definition feature defines new custom tabular report formats, or modifies existing ones. Only the system administrator can save a new public format. The custom tabular formats defined here may be used in the Report Parameter Definition screen.
Page 105: Function Keys
Function keys Help=Help Provides information regarding a feature and its fields. PF1=Commands The following commands are available by pressing [Commands]: Exit (without saving changes) Returns the system to the Network Report Definition submenu. Any changes, which have not been saved, are ignored. Clear the form Clears information from the screen leaving a blank screen.
Page 106 7-20 Network Report Definition Overwrite an existing format Overwrites the original data in a format with the modified entries. The system asks which format is to be overwritten. Any format, including the one on display, can be selected. This command is used when the original format is no longer required.
Page 107: Fields
Network Report Definition 7-21 F6=Increase width Increases the width of a column. Pressing the key alone increases the width of the column by one character position. Typing a number prior to pressing the key increases the width by the number typed. This function key appears after [Change field] is pressed while the cursor is in the Column Selections field.
Page 108 7-22 Network Report Definition Format Title Assigns a unique name to the format. This name should indicate the information provided in the report. A maximum of 40 characters is permitted. Custom Headings Specifies the column headings to appear in the report. Headings can be customized to replace the ones automatically provided with the column selections.
Page 109: Completing The Columns
Most of these display formats are determined by the selected data field. However, the display format of a time data field can be changed by pressing [Edit field] and selecting the desired display format from the pop-up menu. Doing this may change the width of the column if the new format requires more space than the original.
Page 110 7-24 Network Report Definition Move the cursor to a specific statistics group field in the pop-up window and press {RETURN}. Each selected statistics group field appears in the Column Selections field. The format is highlighted in the format field, as shown in Figure 7- 5.
Page 111 To decrease the width of a column, move the cursor to a particular column and press [Decrease width]. This key is used in a similar fashion to [Increase width]. However , a column cannot be decreased below the minimum column width. To insert a column, position the cursor over an existing column and press {INSERT}.
Page 112: Creating A Standard Tabular Report-An Example
7-26 Network Report Definition Figure 7-5 Complete Tabular Format Definition screen Tabular Format Definition STATISTICS GROUP : FORMAT TITLE CUSTOM HEADINGS (below) & COLUMN SELECTIONS (bottom) ––QUEUE PROFILE– Custom heading LVL% Format ###–#### ???????? line ACD base DN time Column NUM unit selections HELP = Help...
Page 113 In the Time Frames field, choose “Day” from the [Options] menu. The Day field is displayed under Report Ranges. In the Nodes to Query field, choose “ By Destination Node ” from the [Options] menu. The Nodes , Group By and And By fields appear. These fields can be ignored for this report.
Page 114: Creating A Customized Tabular Report-An Example
7-28 Network Report Definition Creating a customized tabular report—an example Customized tabular reports can also be created through the Tabular Format Definition feature by specifying the statistics group, format title, custom headings and column selections. This section is separated into two parts. Part 1 defines the report format. Part 2 defines the report parameters.
Page 115 Part 2: Defining the parameters Report parameters can be defined after the format is saved in Part 1. Before proceeding, find the number of a valid node on the NAC. This can found on the following features: Network ACD-DN Queue Statistics Display Nodal Control DN Queue Statistics Display Network Configuration Control–View Miscellaneous Parameters...
Page 116 7-30 Network Report Definition Follow this procedure to define the parameters: Choose “Network Report Definition” from the main menu. The Network Report Definition submenu is displayed. Choose “Report Parameter Definition” from the submenu. The Report Parameter Definition screen is displayed. In the Report Name field, enter Answering Spectrum Report.
Page 117: Graphic Format Definition
Graphic Format Definition The Graphic Format Definition feature defines new graphic report formats or modifies existing ones. The types of graphs supported by the NAC are shown in Figure 7-6. Figure 7-6 Graph types supported by the NAC –Horizontal clustered bar–...
Page 118: Graph Terminology
7-32 Network Report Definition Graph terminology A completed graph is provided in Figure 7-7 to illustrate the terms which apply to most of the graphic reports. Figure 7-7 Graph terminology Data axis title P0724352 Standard 1.0 Data axis CALL TREATMENT CHART Interval: 23:00 Day: 10/30/89 Sales Service...
Page 119: Describing The Screen
Describing the screen Different fields appear on the screen depending on the entries which are made. Figure 7-8 Entering Graphic Format Definition screen Graphic Format Definition STATISTICS GROUP: Destination ACD-DN Statistics TYPE OF CHART : GRAPH TITLE 1. Vertical Stacked Bar 2.
Page 120: Function Keys
7-34 Network Report Definition Function keys Help=Help Provides information regarding a feature and its fields. PF1=Commands The following commands are available by pressing [Commands]: Exit (without saving changes) Returns the system to the Network Report Definition submenu. Any changes, which have not been saved, are ignored. Clear the form Clears information from the screen leaving a blank screen.
Page 121 Overwrite an existing format Overwrites the original data in a format with the modified entries. The system asks which format is to be overwritten. Any format, including the one on display, can be selected. This command is used when the original format is no longer required.
Page 122: Fields
7-36 Network Report Definition Remove=Delete selection Deletes the data element highlighted by the cursor. This function key appears after [Change field] is pressed while the cursor is in the Selected Data Elements fields. Remove=Erase field Removes the contents of a field. Fields Statistics Group Specifies the statistics group to be used with this report format.
Page 123 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 fit on a single screen. Each screen is a complete graph, but the axis key values are different for each one.
Page 124: Creating A Graph-An Example
Contains the data elements to be plotted on the graph. Up to 10 data elements can be selected per graph. If more than one data field is chosen, the NAC requires that the data elements be used in an axis key or legend key. A data field can be used as either type of key but not both at the same time.
Page 125 In the Axis Key field, choose “Dst ACD-DN ID” from the [Options] menu . This indicates that the information on this graph is displayed by ACD-DN. In the Legend Key field, choose “Data Elements” from the [Options] menu. 10 In the Selected Data Elements field, press [Change field]. A pop-up window appears displaying the data fields available for the statistics group specified in the Statistics Group field.
Page 126 Part 2: Defining the parameters The graph’s parameters can be defined after saving the format in Part 1. Before proceeding, find the number of a valid node on the NAC. This can found on the following features: Network ACD-DN Queue Statistics Display Nodal Control DN Queue Statistics Display Network Configuration Control–View Miscellaneous Parameters...
Page 127 ACD-DNs on the node and the time interval chosen. The graph should look something like the graph in Figure 7-10. The number of pages depends on the number of ACD-DNs in the NAC. 14 To save this graph, select “Save as a new personal report definition”...
Page 128 Ç Ç Num Answ 6 As shown in this example, the NAC supports six different patterns in its graph legends. The patterns are assigned in the same order as they are assigned to the graph legend boxes. If more than six patterns are required, the original patterns are repeated.
Page 129: Formula Definition
Formula Definition The Formula Definition feature defines new formulae to use in the customized report formats. These formulae can be used in the same way that standard fields are used in the report formats. Text that appears in menus, column headings, or graph headings is also defined at this time. The Formula Definition feature is only available in network administrator mode.
Page 130: Function Keys
7-44 Network Report Definition Function keys Help=Help Provides information regarding a feature and its fields. PF1=Commands The following commands are available pressing [Commands]: Exit (without saving changes) Returns the system to the Network Report Definition submenu. Any changes, which have not been saved, are ignored. Clear the formula Clears all information from the screen.
Page 131 Delete an existing formula Deletes an existing personal or public formula (providing no one else is working on a public formula definition at that time). PF1=Select no command Removes the Commands pop-up from the screen. PF1=Operator Displays a pop-up window asking that an operator be entered. This command only appears after [Change field] is used and before [Edit done] is selected.
Page 132 7-46 Network Report Definition This compares the value of the Ans Category 1 field with the value of the Ans Category 2 field. The result of this calculation would be whichever value is the largest. The largest value is compared with the value of Ans Category 3 to determine which is largest.
Page 133: 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. Force to zero Select this option to force the result of such a division to become zero.
Page 134 7-48 Network Report Definition Divide by one Select this option to replace the division by zero with division by one. This can be chosen for calculations like the ratio of calls abandoned to calls answered = calls abandoned/calls answered. If, in this example, no calls were answered during the report period, it would be desirable to show the ratio’s value as all calls were abandoned.
Page 135 Calculation field. The fields used in Formula Definition are the same as those used to calculate the standard NAC statistics. Refer to the “Statistics groups” chapter for a complete description of the data fields. Press the [Edit done] function key when the calculation is finished.
Page 136: Reverse Polish Notation (Rpn)
7-50 Network Report Definition Reverse Polish Notation (RPN) The Calculation field uses an engineering concept called “Reverse Polish Notation,” or “Stack Oriented Math.” Rules for RPN Two simple rules exist for RPN equations. An RPN equation is created by listing the values and math symbols (operators) in a vertical line or stack.
Page 137 The order of the values is very important when you are subtracting or dividing values. If you enter values for these types of calculations in the wrong order, an incorrect value results. In subtraction, always enter the original value first and then the value you want to subtract.
Page 138 7-52 Network Report Definition Example 1 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 used in each step of the equation. This signifies which operators have been used. P0724352 Standard 1.0 (2+3)*4 Step 2...
Page 139 Example 2 ((1+2+7) /((3+2)*(5+3)))*100 Step 1 The first operator adds 2 to 1, for a sum of 3. Note: In this example, a each step of the equation. This signifies which operators have been used. Network Administration Center Supervisor’s User Guide Product release 2 Step 2 The next operator adds...
Page 140 7-54 Network Report Definition Example 2 (continued) P0724352 Standard 1.0 ((1+2+7) /((3+2)*(5+3)))*100 November 1994 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...
Page 141: Creating A Formula-An Example
Creating a formula—an example The following procedure shows how to create a formula that can be used in custom reports or displays. The purpose of this example is to familiarize you with Reverse Polish Notation (RPN), and the different steps involved in generating a formula.
Page 142 7-56 Network Report Definition Editing the formula Select the Calculation field, and press [Change Field] to enter the formula. Select “ Num QOF Calls ” from the menu of available data fields. Select “ Calls Answered ”. Select “ Calls Abandoned ”. Press [Operator] and enter +.
Page 143 Example 3 _______________________________ Calls Answered + Calls Abandoned Number QOF Calls Calls Answered Calls Abandoned Number QOF Calls Calls Answered Calls Abandoned Number QOF Calls Calls Answered Calls Abandoned Note: In this example, a each step of the equation. This signifies which operators have been used. Network Administration Center Supervisor’s User Guide Product release 2 Num QOF Calls Step 1...
Page 144: Spectrum Definition
7-58 Network Report Definition Spectrum Definition The Spectrum Definition feature defines categories into which incoming calls are placed, based on the delay experienced by the call. This feature is only available in the network administrator mode. Up to 10 categories can be defined for each of the answering and abandoning spectrums.
Page 145: Function Keys
Figure 7-12 Spectrum Definition screen Spectrum Definition Answering Delay Spectrum Number of Categories : 10 From To 1: 0 2: 12 3: 24 4: 36 5: 48 6: 60 7: 120 8: 180 9: 240 10: 300 >>> HELP=Help PF1=Commands PF2=Options PF3=Edit field Function keys Help=Help Provides information regarding a feature and its fields.
Page 146 7-60 Network Report Definition Save changes Saves the changed spectrums currently on display. The previous information is replaced by the changed information. PF1=Select no command 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.
Page 147 Network Report Definition 7-61 categories. Each category represents a different period of time measured in seconds. The system keeps track of the number of calls answered during the period of time of each category. When a call is answered, the answering delay (measured in seconds) is compared to each category’s period of time.
Page 148 7-62 Network Report Definition To enter a start time within the range of two to 60 seconds (inclusive), the start time must be evenly divisible by two (for example, two, four, six, etc.). To enter a start time within the range of 60 to 300 seconds (inclusive), the start time must be evenly divisible by 10 (for example, 60, 70, 80, etc).
Page 149: Report Preview
Report Preview The Report Preview feature allows the report most recently generated from the workstation to be displayed on the screen. The parameters, used to create the report, can also be viewed. Accessing this feature This feature can be accessed from the main menu or the Report Parameter Definition feature (described in the “Network Report Definition”...
Page 150: Function Keys
8-2 Report Preview Figure 8-1 Previewing tabular report Tabular Report Preview Northern Telecom Intervals: All Days: All ACD–DN INTVL ––QUEUE PROFILE– –NUMBER OF CALLS– –––AVG AGENT TIME–– 15:30 16:00 16:30 17:00 17:30 18:00 18:30 19:00 19:30 20:00 20:30 [Line HELP = Help Function keys Help=Help Provides information regarding this feature and its fields.
Page 151 F7=Remove parameters window Closes the parameters window. F8=80 column display Decreases the maximum number of characters displayed on the screen from 132 to 80. This function key only appears if the report is being viewed in a 132-column format. F8=132 column display Increases the maximum number of characters displayed on the screen from 80 to 132.
Page 152: Network System Reports
Network System Reports The Network System Reports feature provides reports to describe the current state of the NAC. 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.
Page 153: Function Keys
9-2 Network System Reports Figure 9-1 Network System Reports screen Network System Reports REPORT TYPE: HELP = Help 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.
Page 154: Fields
PF2=Options Provides a list of reports which can be printed. PF2=Select no option Removes the Options pop-up window from the screen. Remove=Erase field Removes the contents of a field. Fields Report Type Provides the name of the type of report to be printed. The report types include: Network Definition Database Report Personnel Database Report...
Page 155: Network Definition Database Report
9-4 Network System Reports Network Definition Database Report The Network Definition Database Report option prints the information contained in the network definition database. This information is entered through the Network Definition feature, described in the “Parameter Administration” chapter. Figure 9-2 Network Database Report NETWORK DATABASE REPORT Northern Telecom...
Page 156: Personnel Database Report
Personnel Database Report The Personnel Database Report option prints the information stored in the personnel database. This information is entered through the Personnel File Definition feature, defined in the “Parameter Administration” chapter. Fields Selected Personnel Number(s) Enter the personnel number(s) to appear on the report. This field appears if Personnel Database Report is entered in the Report Type field.
Page 157 9-6 Network System Reports Figure 9-3 Personnel Serial Number Database Report PERSONNEL SERIAL NUMBER DATABASE REPORT Northern Telecom PERSONNEL SERIAL NUMBER ––––––––––––––––––––––––––––––– Roy Schulze Mary Tremain Zvi Gilbert Allan Herman P.J. Wetmann Graeme Murray Jen Hamilton Ben Anna Carmen San Diego Klaas Noordhuis Anne Silva Sureyya Seker...
Page 158: Supervisor Database Report
Supervisor Database Report The Supervisor Database Report prints the information stored in the supervisor database. This information is entered through the Supervisor Definition feature, defined in the “Parameter Administration” chapter. Fields Selected Supervisor(s) Enter the network supervisor ID(s) to appear on the report. This field appears if Supervisor Database Report is entered in the Report Type field.
Page 159 9-8 Network System Reports Figure 9-4 Network Supervisor Database Report NETWORK SUPERVISOR DATABASE REPORT Northern Telecom ============================================================================== NETWORK SUPERVISOR ID : 1 –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– PERSONNEL NUMBER LANGUAGE : ENGLISH STATS UPDATE RATE : 10 DISPLAY STYLE : NUMERIC ACD-DN DISPLAY PAGE : 1 CDN DISPLAY PAGE PROFILE MAINT : ENABLED...
Page 160: Nacd-Dn/Cdn Database Report
NACD-DN/CDN Database Report The NACD-DN/CDN Database Report prints the current information stored in the NACD-DN/CDN database. This information is entered through the NACD-DN/CDN Definition feature, defined in the “Parameter Administration” chapter. Fields Selected NACD-DN(s)/CDN(s) Enter the NACD-DN(s)/CDN(s) to appear on the report. This field appears if NACD-DN/CDN Database Report is entered in the Report Type field.
Page 161 9-10 Network System Reports Figure 9-5 Network ACD-DN/CDN Database Report NETWORK ACD-DN/CDN DATABASE REPORT Northern Telecom NODE-ACD-DN/CDN ACD–DN/CDN NAME 111– 8850 Customer Service 222– 8900 Sales 222– 8910 Sales 2 (CDN) 333–444-6910 Frequent Flyer P0724352 Standard 1.0 Date: 03/11/96 Time: 10:41 THRESHOLD NUMBER November 1994 Page 1...
Page 162: Threshold Definition Database Report
Threshold Definition Database Report The Threshold Definition Database Report prints the information contained in the threshold 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 Northern Telecom THRESHOLD AVERAGE MIN.
Page 163: Period Definition Database Report
9-12 Network System Reports Period Definition Database Report The Period Definition Database Report prints the information contained in the period definition database. This information is entered through the Time Frames Definition feature, described in the “Parameter administration” chapter. Figure 9-7 Period Database Report PERIOD DATABASE REPORT Northern Telecom...
Page 164: Remote Supervisor Login
Remote Supervisor Login The Remote Supervisor Login feature allows the network supervisor to log into any Meridian MAX node as a nodal supervisor. Only nodes, which are connected to the network, can be accessed in this manner. All of the nodal supervisor capabilities are available to the remote network supervisor.
Page 165: Function Keys
10-2 Remote Supervisor Login Figure 10-1 Remote supervisor login-remote site pop-up window SUPERVISOR 1000 Use up and down arrows to move among menu items 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.
Page 166 “ The Meridian 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.) Enter the nodal supervisor ID when the Meridian MAX login screen appears.
Page 167: Logging Out Of A Remote Site
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, select the “Logout”...
Page 168: Standard Management Reports
Standard management reports The NAC is equipped with a variety of standard management reports, which are described in this chapter. To print these reports, the user must define the report type and parameters in the Report Parameter Definition feature, described in the “Network Report Definition” chapter.
Page 169: Disclaimer
11-2 Standard management reports Control DN Performance Report CDN Delay Before Answering Report CDN Delay Before Abandoning Report CDN Call Answer Breakdown Report The fields used in these reports are obtained from the statistics groups, described in the “Statistic groups” chapter. Be aware, however, that some fields in custom format reports may be given headings that do not correspond to those in the standard reports, or to the field names in the statistic group tables.
Page 170: Title Page
Title page Information regarding report organization, including key values, are not included in the report. Instead, they are printed on the title page that precedes all reports. As seen in Figure 11-1, this title page also includes the report title, report type, and the time the report was generated. The “3000” in block numbers is the ID of the supervisor who requested the report.
Page 171: Summarized Acd-Dn Performance Report
11-4 Standard management reports Summarized ACD-DN Performance Report The Summarized ACD-DN Performance Report is of interest to managers and supervisors. This high level report shows the queues in the ACD system. It also summarizes queue load and performance, shows the actual number of calls each queue answered and the average time it took to handle each call.
Page 172 Figure 11-2 Summarized ACD-DN Performance Report ABC Corporation Intervals: 10:30 .. 11:00 Day: 04/18/96 Relative time zone: Node ACD–DN INTVL --QUEUE PROFILE- SRV AVG DEL-ANN LVL% DEL 1ST 2ND Destination Node: 785 10:30 11:00 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– =========================================================================== =========================================================================== Destination Node: 820 10:30 11:00 –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––...
Page 173: Statistics On The Summarized Acd-Dn Performance Report
11-6 Standard management reports Statistics on the Summarized ACD-DN Performance Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. QUEUE PROFILE STATISTICS: Srv Lvl % The percentage of calls answered or abandoned within the maximum delay threshold.
Page 174: Interpreting The Report
Standard management reports 11-7 Non ACD In Sec The average time an agent spent on incoming DN calls. Non ACD Out Sec The average time that an agent spent on outgoing DN calls. Interpreting the report The Summarized ACD-DN Performance Report shows the level of service being offered to callers.
Page 175: Acd-Dn Delay Before Answering Report
11-8 Standard management reports ACD-DN Delay Before Answering Report The ACD-DN Delay Before Answering Report provides information about the service received by callers by showing how rapidly calls are being answered. The Percent of Calls Answered fields (representing the time categories) can be modified in the Spectrum Definition feature, described in the “Network Report Definition”...
Page 176 Figure 11-3 ACD-DN Delay Before Answering Report ABC Corporation Intervals: 14:00 .. 15:00 Day: 04/19/96 Relative time zone: Node ACD–DN INTVL CALLS ANSWD TOF 0- Destination Node: 338 3000 14:00 14:30 15:00 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– 3000 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ================================================================================= ================================================================================= Destination Node: 820 14:00 14:30 15:00...
Page 177: Statistics On The Acd-Dn Delay Before Answering Report
11-10 Standard management reports Statistics on the ACD-DN Delay Before Answering Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Calls Answd The number of calls answered by agents. % TOF The percentage of calls that were time-overflowed into the queue.
Page 178: Acd-Dn Delay Before Abandoning Report
Standard management reports 11-11 ACD-DN Delay Before Abandoning Report The ACD-DN Delay Before Abandoning Report shows the tolerance level of the customers. It shows how many calls are abandoned and how long the callers waited before they hung up. The time categories field can be modified in the Spectrum Definition feature, described in the “Network Report Definition”...
Page 179 11-12 Standard management reports Figure 11-4 ACD-DN Delay Before Abandoning Report ABC Corporation Days: 04/13/96 .. 04/19/96 Relative time zone: NAC ACD-DN DAY CALLS ABDND 0- 12- 24- 36- 48- 60- 120- 180- 240– 300-DEL DEL <12 <24 <36 <48 <60 <120 <180 <240 <300 + SEC SEC...
Page 180: Statistics On The Acd-Dn Delay Before Abandoning Report
Statistics on the ACD-DN Delay Before Abandoning Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Calls Aband The number of calls abandoned by the caller. Percent Of Calls Abandoned Within (Sec) The percentage of calls abandoned within the specified delay period.
Page 181: All Trunks Busy Report
11-14 Standard management reports All Trunks Busy Report The All Trunks Busy Report shows the number of times all the trunks in a route were busy. It also shows the total time spent in an all-trunks-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.
Page 182 Figure 11-5 All Trunks Busy Report ABC Corporation Days: 04/08/96 .. 04/13/96 Relative time zone: Node ROUT NAME Source Node: 655 04/08/96 04/10/96 04/11/96 04/12/96 04/13/96 ––––––––––––––––––––––––––––––––––––––––––––––––––––– ––––––––––––––––––––––––––––––––––––––––––––––––––––– ===================================================== ===================================================== Source Node: 700 04/10/96 04/11/96 04/12/96 04/13/96 ––––––––––––––––––––––––––––––––––––––––––––––––––––– ––––––––––––––––––––––––––––––––––––––––––––––––––––– ===================================================== ===================================================== ****************************************************** ******************************************************...
Page 183: Statistics On The All Trunks Busy Report
11-16 Standard management reports Statistics on the All Trunks Busy Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Number of ATB Periods The number of times that all trunks were busy. Total ATB Time The time spent with all trunks busy.
Page 184: Acd-Dn By Route Performance Report
Standard management reports 11-17 ACD-DN by Route Performance Report The ACD-DN by Route Performance Report provides information for the routes that carry outside calls to the queues in the ACD system. If the system is appropriately configured, this report can also show information for the routes that carry the calls leaving the system.
Page 185 11-18 Standard management reports Figure 11-6 ACD-DN by Route Performance Report ACD-DN by Route Performance Report ABC Corporation Interval: 08:00 - 09:30 Day: 04/20/96 INTVL ROUTE CALLS OFFRD Source Node: 655 6130 08:00 33 08:30 33 09:00 33 09:30 33 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––...
Page 186: Statistics On The Acd-Dn By Route Performance Report
Standard management reports 11-19 Statistics on the ACD-DN by Route Performance Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Calls Offrd The number of calls offered, including calls answered, abandoned, and forwarded.
Page 187: Interpreting The Report
11-20 Standard management reports Del Ann 1st The number of calls that received the first delay announcement. Del Ann 2nd The number of calls that received the second delay announcement. Interpreting the report The ACD-DN by Route 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).
Page 188: Route By Acd-Dn Performance Report
Standard management reports 11-21 Route by ACD-DN Performance Report The Route by ACD-DN Performance 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.
Page 189: Abc Corporation Interval: 08:00 - 09:30 Day
11-22 Standard management reports Figure 11-7 Route by ACD-DN Performance Report ABC Corporation Interval: 08:00 - 09:30 Day: 04/20/96 ROUTE INTVL CALL OFFR Source Node: 655 08:00 6130 6300 08:30 6130 6300 09:00 6130 6300 09:30 6130 6300 –– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––...
Page 190: Statistics On The Route By Acd-Dn Performance Report
Standard management reports 11-23 Statistics on the Route by ACD-DN Performance Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Calls Offrd The number of calls offered, including calls answered, calls abandoned, and calls forwarded.
Page 191: Interpreting The Report
11-24 Standard management reports 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. Interpreting the report The Route by ACD-DN 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).
Page 192: Dnis Performance Report
Standard management reports 11-25 DNIS Performance Report The DNIS (Dialed Number Identification 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.
Page 193 11-26 Standard management reports Figure 11-8 DNIS Performance Report ABC Corporation Intervals: 14:00 Day: 03/21/96 DNIS DNIS IDENTIFIER Destination Node: 655 0123 Local 1 –– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– 0123 –– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ================================================================================ ================================================================================ Destination Node: 900 0125 Long Dist 1 –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– 0125 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––...
Page 194: Statistics On The Dnis Performance Report
Statistics on the DNIS Performance Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Calls Answd The number of calls answered. Avg Answ Dly The average delay before answering. Max Answ Dly The longest delay experienced before answering.
Page 195: Acd-Dn By Activity Code Report
11-28 Standard management reports ACD-DN by Activity Code Report The ACD-DN by Activity Code Report shows the number of times activity codes have been charged to a call 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.
Page 196 Figure 11-9 ACD-DN by Activity Code Report ABC Corporation Interval: 08:00 .. 14:00 Day: 04/13/96 Relative time zone: NAC -------––-ACD--––------ NAME Destination Node: 655 Marketing Inf –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Marketing Inf –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ================================================================ ================================================================ Destination Node: 900 Production Inf –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Production Inf ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––...
Page 197: Statistics On The Acd-Dn By Activity Code Report
11-30 Standard management reports Statistics on the ACD-DN by Activity Code Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Number Of Calls The number of occasions on which the activity code was entered. Average Talk Time Sec The average talk (direct call processing) time charged to the activity code.
Page 198: Activity Code By Acd-Dn Report
Standard management reports 11-31 Activity Code by ACD-DN Report The Activity Code by ACD-DN Report displays 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.
Page 199 11-32 Standard management reports Figure 11-10 Activity Code by ACD-DN Report ABC Corporation Intervals: 08:00 .. 11:00 Day: 04/14/96 Relative to time zone: NAC ACTIVITY INTVL ----––----ACD--––------ CODE Destination Node: 655 09:00 Marketing Inf –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ===================================================================== ===================================================================== Destination Node: 900 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––...
Page 200: Statistics On The Activity Code By Acd-Dn Report
Statistics on the Activity Code by ACD-DN Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Number Of Calls The number of occasions on which the activity code was entered. Average Talk Time Sec The average direct call processing time charged against the activity code.
Page 201: Network Trunk Utilization Report
11-34 Standard management reports 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. P0724352 Standard 1.0 November 1994...
Page 202: Date: 04/20/96 Time: 20:14:32
Figure 11-11 Network Trunk Utilization Report ABC Corporation Intervals: All Days: All ROUTE TRUNK ACD–DN Source Node: 255 1550 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ========================================================================= ========================================================================= Source Node: 325 5095 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ========================================================================= ========================================================================= ************************************************************************* ************************************************************************* Network Administration Center Supervisor’s User Guide Product release 2 Standard management reports 11-35 Network Trunk Utilization Report Interval Report...
Page 203: Statistics On The Network Trunk Utilization Report
11-36 Standard management reports Statistics on the Network Trunk Utilization Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Network Incoming CCS The number of hundred call seconds for network overflow incalls. See NTOF IN CCS in the “Trunk statistics”...
Page 204: Diverted Call Profile Report
Standard management reports 11-37 Diverted 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 11-38 Standard management reports Figure 11-12 Diverted Call Profile Report ABC Corporation Weeks: 03/16/96 SOURC DESTINATION NODE/ACD–DN ACD– Source Node: 655 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– =============================================================================== =============================================================================== Source Node: 992 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– =============================================================================== =============================================================================== ******************************************************************************* ******************************************************************************* P0724352 Standard 1.0 Diverted Call Profile Report Weekly Report Relative to time zone: Node WEEK...
Page 206: Statistics On The Diverted Call Profile Report
Standard management reports 11-39 Statistics on the Diverted Call Profile Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Calls Answered TOT 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.
Page 207: Interpreting The Report
11-40 Standard management reports Diverted Interflow The number of calls which interflowed out of the source ACD-DN on the customer’s node due to interflow or night service. This field appears as zero when the source and destination ACD-DNs are not equal. This can happen because calls interflowed do not first overflow.
Page 208: Target Acd-Dn Calls Profile Report
Standard management reports 11-41 Target 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 11-42 Standard management reports Figure 11-13 Target ACD-DN Calls Profile Report ABC Corporation Intervals: All Days: All Relative to time zone: NAC DESTINATION –––SOURCE–––– ACD–DN NODE ACD–DN Destination Node: 350 8158 8558 –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ============================================================================== ============================================================================== Destination Node: 992 8320 8320 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––...
Page 210: Statistics On The Target Acd-Dn Calls Profile Report
Standard management reports 11-43 Statistics on the Target ACD-DN Calls Profile Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Calls Answered TOT 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.
Page 211: Interpreting The Report
11-44 Standard management reports Avg Ans Delay DST Average speed a call is answered from a destination ACD-DN perspective. This statistic includes the 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.
Page 212: Network Acd-Dn Performance Report
Standard management reports 11-45 Network ACD-DN Performance Report The Network ACD-DN Performance 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.
Page 213 11-46 Standard management reports Figure 11-14 Network ACD-DN Performance Report Network ACD–DN Performance Report ABC Corporation Interval: 15:00 Day: 03/16/96 ACD–DN INTVL –––QUEUE PROFILE–––– ––––AVG DEL–– LVL% Destination Node: 785 15:00 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– ================================================================================= ================================================================================= Destination Node: 820 15:00 ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––...
Page 214: Statistics On The Network Acd-Dn Performance Report
Standard management reports 11-47 Statistics on the Network ACD-DN Performance Report Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. QUEUE PROFILE STATISTICS: Srv Lvl% The percentage of calls answered or abandoned within the maximum delay threshold.
Page 215: Interpreting The Report
11-48 Standard management reports Abnd The number of calls abandoned. AVERAGE AGENT TIME STATISTICS: ACD Talk The average time an agent spent on each ACD 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.
Page 216: Ran Route Report
Standard management reports 11-49 RAN Route Report The RAN Route Report provides comprehensive information on the recorded announcement (RAN) route utilization, regardless of the source ACD queues. This report is dependent on the customer running X11 Release 17, or higher, software in the Meridian 1. This report supplements other information about RANs.
Page 217: Statistics On The Ran Route Report
The number of hundred call seconds the RAN route was being used. For example, 4 indicates the RAN route was used for 400 seconds. P0724352 Standard 1.0 RAN Route Report Daily Report Date: 04/20/96 Time: 20:15:37 Relative Time Zone: NAC CESSES November 1994 Page 1...
Page 218: Control Dn Performance Report
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 it took to handle each call.
Page 219 Figure 11-16 Control DN Performance Report ABC Corporation Intervals: 08:00 .. 12:00 Day: 04/18/96 Relative time zone: NAC CONTROL INTVL CALLS CALLS AVG LONG CALLS LONG SRV – CALL TERMINATION – ACCPT ANSWD ANS ANS ABD ABD LVL% ROUTE DISC BUSY DFLT...
Page 220: Statistics On The Control Dn Performance Report
Standard management reports 11-53 Statistics on the Control DN Performance Report Control DN This field is the unique CDN identifier. Base Time Unit The time frame (for example, interval, day, week, month, or period) for which the report was generated. Calls Accpt Total number of calls that entered the CDN.
Page 221 11-54 Standard management reports 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: Cdn Delay Before Answering Report
Standard management reports 11-55 CDN Delay Before Answering Report The purpose of the CDN Delay Before Answering Report is to show a trend. It gives information about the service CDN callers receive, how rapidly calls are answered, and the lengths of delays callers experience. The Percent of Calls Answered fields (representing the time categories) can be modified in the Spectrum Definition feature, described in the “Network Report Definition”...
Page 223 69400 47 31 10 12 0 0 0 0 0 0 19 340 ******************************************************************************** P0724352 Standard 1.0 CDN Delay Before Answering Report Interval Report Date: 04/20/96 Time:22:29:08 Relative Time Zone: NAC 5 170 8 180 5 100 8 200 8 200...
Page 224: Statistics On The Cdn Delay Before Answering Report
Standard management reports 11-57 Statistics on the CDN Delay Before Answering Report Base Time Unit The time 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.
Page 225: Cdn Delay Before Abandoning Report
11-58 Standard management reports CDN Delay Before Abandoning Report The CDN Delay Before Abandoning Report shows the tolerance level of the customers, how many CDN calls are abandoned, and how long callers wait before hanging up. The time categories field can be modified in the Spectrum Definition feature, described in the “Network Report Definition”...
Page 226 ******************************************************************************** Network Administration Center Supervisor’s User Guide Product release 2 Standard management reports 11-59 CDN Delay Before Abandoning Report Interval Report Date: 04/20/96 Time:22:29:08 Relative Time Zone: NAC 5 27 8 27 5 10 8 80 8 80 4 10...
Page 227: Statistics On The Cdn Delay Before Abandoning Report
11-60 Standard management reports Statistics on the CDN Delay Before Abandoning Report Base Time Unit The time frame (for example, 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.
Page 228: Cdn Call Answer Breakdown Report
CCR that allow an ACD-DN from a different node to answer the CDN call. This report is available for each of the standard NAC report time frames (for example, interval, shift, day, week, month, and period).
Page 229 11-62 Standard management reports Figure 11-19 Control DN Call Answer Breakdown Report ABC Corporation Intervals: 08:00 .. 9:00 Day: 03/16/96 Relative time zone: NAC CONTROL ACD-DN INTVL CALLS AVG LONG NUMBER DEL DEL Destination Node: 123 SEC SEC 222–4458 245–8862 08:00...
Page 230: Statistics On The Cdn Call Answer Breakdown Report
Standard management reports 11-63 Statistics on the CDN Call Answer Breakdown Report Base Time Unit The time frame (for example, 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.
Page 231: Network Configuration Control
The Meridian 1 switch executes the first command that it receives, regardless of the source. The second command is executed immediately after the first. Co-ordination between the NAC site and the various nodes is important prior to executing these commands. The Supervisor Messaging feature can also assist in co-ordinating changes.
Page 232: Submenu
12-2 Network Configuration Control Submenu A submenu is displayed after the Network Configuration Control feature is selected from the main menu. This submenu is shown in Figure 12-1. Figure 12-1 Network Configuration Control submenu Network Configuration Control 1. Exit 2. Change Network Day Routing Tables 3.
Page 233: Menu Options
Run Network Configuration Update Polls all the nodes on the network and updates the information on the NAC. This feature can be used to confirm that a change has been made. It is also useful if the configuration of a Meridian MAX node becomes out of sync with its entry in the NAC displays.
Page 234 12-4 Network Configuration Control Create or Modify Network Change Orders Adds, changes, 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”...
Page 235: Change Network Day Routing Tables
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.
Page 236: Function Keys
12-6 Network Configuration Control 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 Network Configuration Control menu. Clear the form Removes any data from the screen. Remove changes Ignores any changes made to the day table during the current session.
Page 237: Fields
Network Configuration Control 12-7 To remove the entire list from the screen, move the cursor to the list name and press [Delete list]. To make changes to individual entries in the list, move to the list terminator and press [Expand list]. Once the list has been expanded, changes to individual entries may be made.
Page 238 12-8 Network Configuration Control Target Specifies the target queue(s) which can receive a call after it is overflowed from the source queue. The targets may be local or remote (if the networking option is enabled) and may consist of up to 10 digits. A maximum of 20 different target queues can be assigned to each source queue.
Page 239: Change Network Night Routing Tables
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 lists sent to the NAC for use in configuration control operations.
Page 240: Function Keys
12-10 Network Configuration Control 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 Network Configuration Control submenu. Clear the form Removes any data from the screen. Remove changes Ignores any changes made to the night table during the current session.
Page 241: Fields
Network Configuration Control 12-11 To remove the entire list from the screen, move the cursor to the list name and press [Delete list]. To make changes to individual entries in the list, move to the list terminator and press [Expand list]. Once the list has been expanded, changes to individual entries may be made.
Page 242 12-12 Network Configuration Control Target Specifies the target queue(s) which can receive a call after it is overflowed from the source queue. The targets may be local or remote (if the networking option is enabled) and may consist of up to 10 digits. A maximum of 20 different target queues can be assigned to each source queue.
Page 243: View Miscellaneous Parameters
Meridian 1 configuration control link status for each defined node. Changes cannot be made from this screen. Note: Changes to the status of a Meridian MAX configuration 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...
Page 244: Fields
NAC Link Status Displays the status of the NAC link between the NAC and the Meridian MAX node. If the NAC and the Meridian MAX are working properly, and all cables are properly connected, then this field shows appropriate node.
Page 245: Create Or Modify Network Change Orders
Network Configuration Control 12-15 Create or Modify Network Change Orders The Create or Modify Network Change Orders feature creates new change orders or batch network configuration control jobs. All commands within a change order are executed in the order they are recorded, one after another. Change orders are most frequently attached to schedule definitions so they can be executed repeatedly over a period of time (for example, once a day).
Page 246: Function Keys
12-16 Network Configuration Control Figure 12-5 Network Configuration Control—Change Orders Network Configuration Control – Change Orders CHANGE ORDER NAME : Change Chicago day tables Select the options to be included in the Change Order: CHANGE DAY ROUTING TABLES..Yes CHANGE NIGHT ROUTING TABLES.
Page 247 Undo changes to change order Voids any changes made to the change order during the current session. Save as a new change order Saves the change order currently on display. Overwrite an existing change order Replaces an existing change order with the one currently on display. This command is used when the original change order is no longer needed.
Page 248: Fields
Determines whether the NAC is to automatically run a configuration update after sending the change order request. Enter “Yes” to activate this process. Choosing this option ensures that the NAC displays are in sync with the Meridian MAX node configurations after the change order is executed.
Page 249: View Transaction Log
Network Configuration Control 12-19 View Transaction Log The View Transaction Log feature displays the log of the Network Configuration Control transactions kept by the system. Recorded in this log are up to 2,000 lines of information from past requests. This includes all change orders that have been requested, who requested them, and any errors that occurred.
Page 250: Function Keys
12-20 Network Configuration Control Figure 12-6 Configuration Control–Transaction Log Configuration Control – Transaction Log ––TARGET–– TIME ––TARGET–– TIME ––TARGET–– TIME ––TARGET–– TIME Change: Actual: *** Day Table Change Error ********************************** 8:37 2/25/92 *** Requested by Change Order Node ACD-DN –– Error sending message to Meridian MAX node 334 (Line 1 of 1) [Line HELP = Help...
Page 251: Execution Queue
Execution Queue The Execution Queue feature displays the current contents of the network configuration control execution request queue. The queue contains all requests for changes that have been made, but not yet executed. 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.
Page 252: Function Keys
12-22 Network Configuration Control Function keys Help=Help Provides information regarding this feature and its fields. PF1=Exit Returns the system to the screen which called this feature. Fields Number of commands queued Displays the number of network configuration control commands waiting for execution.
Page 253: Network Configuration Control Ad Hoc Mode
Network Configuration Control ad hoc mode The Network Configuration Control ad hoc mode allows changes to be made to queue parameters while in a real-time display. This ad hoc mode can be accessed from four features: the Network ACD-DN Queue Statistics, Network Details Display, Network Position Status Counts Display, and the Nodal Control DN Queue Statistics.
Page 254: Ad Hoc Mode-Day Tables
13-2 Network Configuration Control ad hoc mode Ad hoc mode—day tables This features allows changes to be made to the day target table for selected NACD queues. The changes can be made in a pop-up window which appears at the bottom of the real-time display. This is the same feature described in the “Change Network Day Routing Tables”...
Page 255: Function Keys
Function keys Note: The display and purpose of several of the function keys vary depending on the feature from which the [Configuration Control] command was invoked. For example, pressing [Commands] may display a Commands pop-up on one screen or be used to return to the main menu on the other.
Page 256 13-4 Network Configuration Control ad hoc mode PF1=Exit Returns the system to the main menu. This function key is available if [Configuration Control] is invoked from the Network Position Status Counts Display feature. PF2=Enter CC window Moves the highlight bar into the Network Configuration Control–Day Tables pop-up, which permits the fields to be edited.
Page 257 Network Configuration Control ad hoc mode 13-5 F8=Position Status Display Toggles between the Network ACD-DN Queue Statistics Display feature and the Network Position Status Counts Display feature, without going through the main menu. This function key is available only if [Configuration Control] is selected from the Network ACD-DN Queue Statistics feature.
Page 258: Ad Hoc Mode-Night Tables
13-6 Network Configuration Control ad hoc mode Ad hoc mode—night tables This features allows changes to be made to the night target table for selected NACD queues. The changes can be made in a pop-up window which appears at the bottom of the real-time display. This is the same feature described in the “Change Network Night Routing Tables”...
Page 259: Function Keys
Function keys Note: The display and purpose of several of the function keys vary depending on the feature from which the [Configuration Control] command was invoked. For example, pressing [Commands] may display a Commands pop-up on one screen or be used to return to the main menu on the other.
Page 260 13-8 Network Configuration Control ad hoc mode PF1=Exit Returns the system to the main menu. This function key is available if the [Configuration Control] option is invoked from the Network Position Status Counts Display feature. PF2=Enter CC window Moves the highlight bar into the Network Configuration Control–Night Tables pop-up, which permits the fields to be edited.
Page 261 Network Configuration Control ad hoc mode 13-9 F8=Position Status Display Toggles between the Network ACD-DN Queue Statistics Display feature and the Network Position Status Counts Display feature, without going through the main menu. This function key is available only if [Configuration Control] is selected from the Network ACD-DN Queue Statistics feature.
Page 262: Ad Hoc Mode-View Miscellaneous Parameters
123–555–7896 Network Configuration Control – View Miscellaneous Parameters Node Address HELP = Help P0724352 Standard 1.0 12:00:00 1 100 MAX CC Link NAC Link Status Status DOWN Commands Remove CC window November 1994 OUT WAIT F6 = Print F20 = >>...
Page 263: Function Keys
Function keys Note: The display and purpose of several of the function keys vary depending on the feature from which the [Configuration Control] command was invoked. For example, pressing [Commands] may display a Commands pop-up on one screen or be used to return to the main menu on the other.
Page 264 13-12 Network Configuration Control ad hoc mode PF3=Remove CC window Removes the Network Configuration Control–View Miscellaneous Parameters pop-up from the screen. This function key is available if [Configuration Control] is selected from the Network Position Status Counts Display, Network ACD-DN Queue Statistics, or Nodal Control DN Queue Statistics features.
Page 265 Network Configuration Control ad hoc mode 13-13 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 Counts Display feature. The data must already be in graphic format for this function key to appear.
Page 266: List Management
List Management The List Management feature creates and modifies lists of NACD-DNs, ACD-DN units and CDN units. Each list can contain a maximum of 100 elements and be used as often as required. Only one supervisor can access this feature at one time. Each list can be used in a variety of time-saving ways.
Page 267: P0724352 Standard
14-2 List Management Figure 14-1 List Management—initial screen List Management List Type List Name HELP=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 main menu.
Page 268 Save as a new list definition Saves the information currently on display as a new list definition. The new list must have an unique list name. If an existing list definition (and list name) is modified, the original list is not changed. However, the changed list currently on display is saved under its new name.
Page 269 14-4 List Management Insert Here=Insert Inserts characters in the middle or beginning of the field. Insert Here=Overwrite Overwrites characters in the middle or beginning of the field. Remove=Erase field Removes the contents of a field. Fields List Type Specifies the type of list to be created or modified. The options are ACD-DN Unit, NACD-DN and CDN Unit.
Page 270 the node address may be 338 and the short node name may be TOR. In the same DN, the system does not allow 338 to appear in one element and TOR to appear in another element. The system checks the validity of the node number or character identifier.
Page 271: Parameter Administration
Parameter Administration The Parameter Administration feature restricts the access users have to various NAC databases and features. This feature is usually reserved for network administrators. Note: This feature provides almost total control over the NAC databases and some control over network performance. Consequently,...
Page 272: Submenu
15-2 Parameter Administration Submenu A submenu is displayed after the Parameter Administration feature is selected from the main menu. This submenu is shown in Figure 15-1. Figure 15-1 Parameter Administration submenu SUPERVISOR 1000 Use up and down arrows to move among menu items HELP = Help Menu options Exit...
Page 273 Defines the default system language and an alternate language. Miscellaneous Options Provides several system options not included in other Parameter Administration features. This includes defining the NAC customer name, changing the network administrator password, and setting default report printers. Network Administration Center Supervisor’s User Guide Product release 2...
Page 274: Personnel File Definition
15-4 Parameter Administration Personnel File Definition The Personnel File Definition feature maintains a file of information about each network supervisor. Up to 220 personnel files can be defined. Figure 15-2 Personnel File Definition screen Personnel File Definition Personnel Number Surname 1000 Jones 1010...
Page 275: Fields
Parameter Administration 15-5 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 process is finished.
Page 276: Supervisor Definition
Profile Maintenance record (described in the “Profile Maintenance” chapter). Up to 80 supervisors can be defined. Figure 15-3 Network Supervisor Definition screen Network Supervisor Definition NAC ID Stats Update Rate Display Style ACD-DN Display Screen Page 1 CDN Display Screen Page...
Page 277 Read an existing supervisor definition Retrieves an existing supervisor definition record and displays it on the screen. Reset fields to default values Resets any modified fields to their default values. Save changes to the current supervisor definition Saves any changes made to the supervisor definition record on display Delete an existing supervisor definition Deletes an existing supervisor definition record from the system.
Page 278: Fields
15-8 Parameter Administration Fields NAC ID Contains this network supervisor’s ID number. This one to four digit number is used by the supervisor to log into the system. Personnel Number Contains the personnel number assigned to this network supervisor in the Personnel File Definition feature (described in this chapter).
Page 279 Parameter Administration 15-9 ACD-DN Display Screen Page Determines which display ‘page’ is initially shown to the supervisor when viewing the Network ACD-DN Queue Statistics Display or the Network Position Status Counts Display features. The information from these two features is displayed over a series of successive screen pages.
Page 280 15-10 Parameter Administration Remote Spv Login Indicates whether this network supervisor can access the Remote Supervisor Login feature. Typically, all network supervisors have access to this feature. Network Admin Indicates whether this network supervisor can also be a network administrator. Typically, only the network administrator has access to this feature.
Page 281 Parameter Administration 15-11 Supervisor Messaging Indicates whether this network supervisor can access the Supervisor 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.
Page 282: Time Frames Definition
In NAC, a week represents seven calendar days. The first day of the week can be selected to suit the network supervisor’s needs. Periods usually represent calendar months.
Page 283: Function Keys
Indicates that no further editing is required to the field. Remove=Erase field Removes the contents of a field. Fields Number of Shifts This field is not used by NAC. Shift name This field is not used by NAC. Start Time This field is not used by NAC.
Page 284 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 based on weekly statistics. End Date of Last Period Specifies the end date of the last defined period.
Page 285: Threshold Definition
DN. For consistency, it is recommended that the threshold definitions match the definitions at the nodal site. If the definitions do not match, the NAC values are used. The thresholds are effective at midnight or immediately upon rebooting the system, whichever occurs first.
Page 286: Function Keys
15-16 Parameter Administration Figure 15-5 Threshold Definition screen Threshold Definition Threshold Average Number 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.
Page 287: Fields
Parameter Administration 15-17 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 the field to be edited. PF3=End editing Indicates that no further editing is required to the field. Remove=Erase field Removes the contents of a field.
Page 288 ACD-DN Queue Statistics Display or Nodal Control DN Queue Statistics Display. Note: This value is provided by the Meridian MAX using its average delay threshold. In NAC, this field is only used for highlighting. Calls Waiting Direct Represents the maximum acceptable number of waiting calls from local queues when used to indicate the alarm condition in the Network ACD-DN Queue Statistics Display.
Page 289: Network Definition
Network Definition The Network Definition feature displays the current network configurations. It is also used to enable or disable communication to individual network nodes. The Network Communication field is the only one which can be modified on this screen. Figure 15-6 Network Definition screen Network Definition Node...
Page 290: Fields
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 are three hours difference between Eastern Time and Pacific Time.
Page 291 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 Number fields have data, this indicates the node was once enabled but it was later disabled by the network administrator.
Page 292: Display Nacd-Dn Selection
15-22 Parameter Administration Display NACD-DN Selection The Display NACD-DN Selection feature is used to customize the specific data on the Network ACD-DN Queue Statistics and the Network Position Status Counts Display features. The data includes: queues, which appear on the screen columns, which appear on the screen totals.
Page 293: Function Keys
Figure 15-7 Display NACD-DN Selection screen Display NACD-DN Selection NODE-ACD-DN AVG SVC CALLS CALLS DELAY LVL ABAND ANSWD WAITING (Page 1 ) 829– 1000 829– 3000 829– 4000 –––––––––––– Total HELP = Help 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)
Page 294: Fields
15-24 Parameter Administration Print the Display NACD-DN Selection Prints the Display NACD-DN Selection information. Clear Display NACD-DN 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 Options pop-up window from the screen.
Page 295 unit name This is the name of an ACD-DN unit created in the List Management feature (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 NACD-DNs assigned to the unit name also appear.
Page 296 15-26 Parameter Administration Calls Aband Displays the number of calls which were abandoned. Enter “ON” if this field is to appear on the network displays. Calls Answd Displays the number of calls which were answered. Enter “ON” if this field is to appear on the network displays.
Page 297: Display Cdn Selection
Display CDN Selection The Display CDN Selection feature defines the format of the Nodal CDN Queue Statistics Display feature (described in the “Queue Statistics Display” chapter). The Display CDN Selection feature consists of the column display controls, the list of CDNs, and totals to be displayed. The column display controls consist of nine on/off fields.
Page 298: Function Keys
15-28 Parameter Administration 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 displays the record on the screen.
Page 299: Fields
F7=Delete Element Removes a single element from the list. Remove=Erase field Removes the contents of a field. Fields Node—Control DN One of the following can be added for each line of this feature: To enter a CDN, use the format NNN-###-####, where NNN can be either the three-digit node address or the three-character node short name.
Page 300 15-30 Parameter Administration Note: Up to 22 screen pages can be used to add these elements. A maximum of 160 NACD-DNs and CDNs can be defined. This is a combined maximum from both the Display NACD-DN Selection feature and Display CDN Selection feature. Each network supervisor is assigned a default page in the Supervisor Definition feature, described in this chapter.
Page 301 Parameter Administration 15-31 Call Termination Route Displays 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. Enter “ON” if this field is to appear on the network display.
Page 302: Nacd-Dn/Cdn Definition
15-32 Parameter Administration NACD-DN/CDN Definition The Network ACD-DN/CDN Definition feature assigns a name and set of thresholds to each NACD-DN and CDN, which is defined in the Display NACD-DN Selection and Display CDN Selection features. The threshold sets are defined and given identifying numbers in the Threshold Definition feature (described in this chapter).
Page 303: Fields
Save changes and exit Saves the 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.
Page 304: Language Options
15-34 Parameter Administration Language Options The Language Options feature defines the default language and an alternate language to be used by the system. Note: The English language must always be one of the two languages defined. A language cannot be removed if it is used by a supervisor. Figure 15-10 Language Options screen Language Options...
Page 305: Fields
Save changes and exit Saves the 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=Select no option Removes the Options pop-up window from the screen.
Page 306: Miscellaneous Options
Miscellaneous Options Customer Name Network Administrator Password : XYZ Tabular Printer Graphic Printer NAC to Node Login Password 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.
Page 307: Fields
Removes the contents of a field. Fields Customer Name Provides the name of the customer using the NAC. This name appears on the network’s reports and display screens. Network Administrator Password Provides the password to access the Parameter Administration and Schedule Definition features in the network administration mode.
Page 308 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 transmitted and the speed of the transmission. This field should not be confused with each network supervisor’s Stats Update Rate field (found in the Supervisor Definition feature).
Page 309: Schedule Definition
Schedule Definition The Schedule Definition feature allows the supervisor to print scheduled reports or execute configuration control change orders at specific times. This feature, which is only available in network administration mode, consists of three steps: define the times and date the schedule is to run. attach one or more reports to the schedule.
Page 310: Function Keys
16-2 Schedule Definition Figure 16-1 Schedule Definition screen Schedule Definition SCHEDULE NAME : Chicago Loads DATE SELECTIONS Date (mm/dd) Start of each week : * Start of each period : Every Monday Every Tuesday Every Wednesday Every Thursday Every Friday Every Saturday Every Sunday Time Restriction...
Page 311 Undo changes to schedule definition Removes all changes made to the schedule definition currently on display, providing they were not saved. Save as a new schedule definition Saves the information as a new schedule definition. Overwrite an existing schedule definition Replaces an existing schedule definition with the schedule definition currently on display.
Page 312: Fields
16-4 Schedule Definition Fields Schedule Name Assigns a name to the schedule so it can be identified in the Schedule Definition menus. Language Indicates the language to be used to display the schedule name. This field appears as square brackets in the upper right corner of the screen. It does not appear on unilingual systems.
Page 313 Time Restriction Specifies the starting and ending time of the schedule. For example, the times can be set to 9:00 to 17:00 to run the reports/change orders during working hours. Note: It is recommended that reports not be scheduled to print between 00:00 and 01:00 (Meridian MAX time), since they may interfere with the running of the Meridian MAX’s end-of-day routines.
Page 314: Schedule Definition-Attached Reports
16-6 Schedule Definition Schedule Definition—Attached Reports The Schedule Definition—Attached Reports feature attaches public reports to the schedule. This indicates that the reports are to run at the times specified on the schedule. A maximum of 100 reports can be attached to a single schedule.
Page 315: Network Administration Center Supervisor's User Guide Product Release 2
Figure 16-2 Schedule Definition—Attached Reports screen Schedule Definition – Attached Reports SCHEDULE NAME : East–West Comparisons SCHEDULED REPORTS West Coast ACD–DN Performance East Coast ACD–DN Performance Combined Network Report HELP = Help 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)
Page 316 16-8 Schedule Definition Undo changes to schedule definition Removes all changes made to the schedule definition currently on display, providing they were not saved. Save as a new schedule definition Saves the information as a new schedule definition. Overwrite an existing schedule definition Replaces an existing schedule definition with the schedule definition currently on display.
Page 317: Fields
Fields Schedule Name Displays the name assigned to the schedule on the Schedule Definition screen. Scheduled Reports Provides a list of the reports assigned to this schedule. Copies Indicates the number of copies to be made of this report when it is printed. The range is from one to nine.
Page 318 16-10 Schedule Definition Follow this procedure to attach multiple reports to the schedule: Press [Commands] on the main Schedule Definition screen or the Schedule Definition–Attached Change Order screen. The Commands pop-up window appears. Select the “ Attach reports to this schedule” option. The Schedule Definition-Attached Reports screen appears as shown in Figure 16-2.
Page 319: Schedule Definition-Attached Change Orders
Schedule Definition 16-11 Schedule Definition—Attached Change Orders The Schedule Definition—Attached Change Orders feature attaches change orders to the schedule. This indicates that the change orders are to run at the times specified on the schedule. A maximum of 100 change orders can be attached to a single schedule.
Page 320: Function Keys
16-12 Schedule Definition Figure 16-3 Schedule Definition-Attached Change Orders Schedule Definition – Attached Change Orders SCHEDULE NAME : SCHEDULED CHANGE ORDERS Change Chicago day tables HELP=Help PF1=Commands PF2=Options F6=Add multiple change orders 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)
Page 321 Undo changes to schedule definition Removes all changes made to the schedule definition currently on display, providing they were not saved. Save as a new schedule definition Saves the information as a new schedule definition. Overwrite an existing schedule definition Replaces an existing schedule definition with the schedule definition currently on display.
Page 322: Fields
16-14 Schedule Definition Fields Schedule Name Displays the name assigned to the schedule in the Schedule Definition feature. Scheduled Change Orders Provides a list of the change orders assigned to this schedule. Attaching change orders to the schedule Follow this procedure to attach one change order at a time to the schedule: Press [Commands] from the main Schedule Definition screen or the Schedule Definition–Attached Reports screen.
Page 323 Select the “ Attach change orders to this schedule” option. The Schedule Definition-Attached Change Orders screen appears as shown in Figure 16-3. All of the change orders currently attached to this schedule, if any, appear on the screen. Position the cursor in the Scheduled Changed Orders column and press [Add multiple change orders].
Page 324: Supervisor Messaging
Supervisor Messaging The Supervisor Messaging feature allows network supervisors to receive, 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”...
Page 325: Message Indicator
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 Chicago A Network Supervisor will be assigned to your node by 16:30 our time.
Page 326: Supervisor Messaging-Initial Screen
The most recently received messages are on top of the list. Figure 17-2 Supervisor Messaging—initial screen Supervisor Messaging MESSAGE SOURCE 1. NAC 2. Toronto 3. Chicago HELP = Help Function keys Help=Help Provides information regarding this feature and its fields.
Page 327: Fields
17-4 Supervisor Messaging Read Previous Message Displays the message which was last saved or deleted by any user on the system. Refer to the “Read Previous Message” section in this chapter. Compose Message Composes a message to send to other users. Refer to the “Compose Message”...
Page 328 Supervisor Messaging 17-5 Status Shows the 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: Read Message
17-6 Supervisor Messaging Read Message The Read Message feature displays the message selected from the initial Supervisor Messaging screen. Each message can be saved or deleted after being read. Accessing this feature There are three ways to read a message from the initial Supervisor Messaging screen: enter the number corresponding to the message move the selection bar to the specific message and press {ENTER}...
Page 330: Function Keys
Function keys Help=Help Provides information regarding this feature and its fields. PF1=Commands The following commands are available by pressing [Commands]: Exit Returns the system to the initial Supervisor Messaging screen. Next Unread Displays the next recent unread message. Delete This Message Deletes the message currently on display.
Page 331: Fields
17-8 Supervisor Messaging 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. This field is provided only for information and cannot be changed. Msg Status Shows the status the sender attached to the message. The three status labels are normal, urgent, and acknowledge.
Page 332: Read Previous Message
Read Previous Message The Read Previous Message feature shows the message last saved or deleted by a user on the system. This feature can also be used to show incoming and outgoing messages. Accessing this feature To access this feature, press [Commands] on the initial Supervisor Messaging screen and select the “Read Previous Message”...
Page 333: Fields
17-10 Supervisor Messaging 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 in this chapter. Show Incoming Displays the incoming supervisor message list on the Incoming Supervisor Messages screen.
Page 334: Compose Message
Compose Message The Compose Message feature allows messages to be composed. These messages can be sent, stored, or erased. Accessing this feature To access this feature, press [Commands] on the initial Supervisor Messaging 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.
Page 335: Function Keys
17-12 Supervisor Messaging Function keys Help=Help Provides information regarding this feature and its fields. PF1=Commands The following commands are available by pressing [Commands]: Exit Returns the system to the initial Supervisor Messaging screen. Show Destinations Displays a list of destination nodes. One or more nodes can be selected to receive the message.
Page 336: Fields
Message Destinations Shows the destination(s) to receive the message. A maximum of 10 nodal destinations and the NAC can be selected. To send the message to all nodes and the NAC, use the “Broadcast” option from the [Commands] pop-up window list.
Page 337: Sending A Broadcast Message
17-14 Supervisor Messaging Press [End Editing] to end the editing session. Press [Commands] to display the Commands pop-up window. 10 Select the “Send Message” command. The Message Status pop-up window is displayed. 11 Select the status of the message from the pop-up window The options are normal, urgent and acknowledge.
Page 338: Incoming Supervisor Messages
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 Chicago This node requires assistance from a network supervisor for the remainder of the day, as one of our supervisors has suddenly taken ill.
Page 339: Function Keys
17-16 Supervisor Messaging Function keys Help=Help Provides information regarding this feature and its fields. PF1=Commands The following commands are available by pressing [Commands]: Exit Returns the system to the initial Supervisor Messaging screen. Delete Message Deletes the message highlighted by the selection bar. The status for the message changes to until the Incoming Supervisor Messages screen is exited.
Page 340: Outgoing Supervisor Messages
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 Chicago A Network Supervisor will be assigned to your node by 16:30 our time.
Page 341: Function Keys
17-18 Supervisor Messaging Function keys Help=Help Provides information regarding this feature and its fields. PF1=Commands The following commands are available by pressing [Commands]: Exit Returns the system to the initial Supervisor Messaging screen. Delete Message Deletes the message highlighted by the selection bar. The status for the message changes to Outgoing Supervisor Messages screen is exited.
Page 342: Fields
Supervisor Messaging 17-19 PF2=Remove options pop-up Closes the Options window. Fields There are no fields on this screen. Network Administration Center Supervisor’s User Guide Product release 2...
Page 343: International Language Support
International language support Overview International language support ranges from the ability to enter language specific strings to the ability to print a report with international characters. The characters entered must be in the ISO 8859-1 Latin 1 character set. A maximum of two languages is allowed per system.
Page 344: Supervisor Workstations
Dial-up supervisor The dial-up supervisor feature is supported providing the person 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.
Page 345: Configuring Languages
Configuring languages A system can have a maximum of two languages. One of these must be English. The second language is chosen during the installation of the NAC. The system administrator defines the system default language and the secondary language via the Language Options feature described in the “Parameter Administration”...
Page 346: Multiple Language Strings
18-4 International language support Multiple language strings Both public and private definitions can be defined in two languages. All public definitions must be defined in the system default language so they can be read by all supervisors. Private definitions only need to be entered in the language defined in the supervisor’s own profile because they are solely used by the supervisor.
Page 347: Single Language Strings
Single language strings Several strings can only be defined in the system default language. These strings include information which does not warrant definitions in multiple languages. For example, passwords do not require representation in multiple languages. Table 18-2 lists the fields that are defined in a single language, and the screens in which they are located.
Page 348: Reports
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 the information defined in the Parameter Administration feature.
Page 349: Entering Characters
Entering characters Any international characters available on language specific keyboards may be entered as part of textual input in the various screens. Some international characters may not be available directly on the keyboard and special keyboard sequences may be required to enter these characters. The tables in this section describe the key sequences required for each keyboard type.
Page 350 18-8 International language support Table 18-3 International characters for DEC VT220, DEC VT420, and a PC running Reflection 4+ Character ¡ Inverted exclamation ¢ £ ¤ ¥ § Paragraph/Section sign ª Feminine ordinal indicator « Left angle quotation mark » Right angle quotation mark –...
Page 351 Table 18-3 (continued) International characters for DEC VT220, DEC VT420, and a PC running Reflection 4+ Character ’ ¶ Multiplication sign * ’ Circumflex accent ¨ º Masculine ordinal indicator Vulgar fraction one-quarter Vulgar fraction one-half Vulgar fraction three-quarters * Inverted question mark ¿...
Page 352 18-10 International language support Table 18-3 (continued) International characters for DEC VT220, DEC VT420, and a PC running Reflection 4+ Character Ä Capital A with diaeresis Å Capital A with ring above Capital diphthong A with E Æ Ç Capital C with cedilla Capital E with grave accent È...
Page 353 Table 18-3 (continued) International characters for DEC VT220, DEC VT420, and a PC running Reflection 4+ Character Ú Capital U with acute accent Û Capital U with circumflex Capital U with diaereses Ü Capital Y with acute accent Capital Icelandic letter Eth * Capital Icelandic letter Thorn * ß...
Page 354 18-12 International language support Table 18-3 (continued) International characters for DEC VT220, DEC VT420, and a PC running Reflection 4+ Character Í Lowercase i with acute accent Î Lowercase i with circumflex Lowercase i with diaeresis Ï ñ Lowercase n with tilde Lowercase o with grave accent ò...
Page 355: Statistics Groups
The statistics gathered by each node are grouped into nine distinct groups. This information is sent to the NAC. Each group contains a series of key fields, which permit control over the order and level of the data in the reports.
Page 356 19-2 Statistics groups The statistics groups are presented in tables in this chapter in the following order: Destination ACD-DN statistics Overflow statistics Route statistics Trunk statistics DNIS statistics Activity Code statistics CDN statistics CDN Call Answer Breakdown statistics RAN Route statistics P0724352 Standard 1.0 November 1994 Table 19-1...
Page 357: Destination Acd-Dn Statistics
Statistics groups 19-3 Destination ACD-DN statistics Statistics are collected for each ACD-DN. These are viewed from the perspective of the answering ACD-DN. Destination ACD-DN data fields The following is a list of the data fields available in the Destination ACD-DN statistics group when using the Formula Definition feature. A description is also shown of how each statistic field is calculated.
Page 358 19-4 Statistics groups Calls Answered The number of calls answered by agents of this ACD-DN, including calls which local or network time overflowed or queue-count overflowed into this ACD-DN. Calls Intrflwd Busy The number of calls given busy treatment as a result of the Supervisor Control of Queue Size (X11 R16) feature.
Page 359 Statistics groups 19-5 IVR Ans Delay The total delay experienced by IVR calls that were answered at the ACD-DN. IVR Max Ans Delay The maximum delay experienced by IVR calls that were answered at the ACD-DN. IVR Ans AfterT The number of IVR calls that experienced an answering delay greater than or equal to the service level threshold value for the destination ACD-DN.
Page 360 19-6 Statistics groups Max LTOF Delay The maximum answering delay of all calls which local time overflowed into this ACD-DN. Max NTOF Delay The maximum answering delay of network time overflowed calls for this ACD-DN. It includes both the time spent in the originating queue and the logical time overflow queue.
Page 361 Statistics groups 19-7 Num Interflow Calls The number of calls that entered the system which were interflowed out of the switch. This excludes calls interflowed to another ACD-DN within the same switch. Num LTOF Calls The number of local time overflowed calls answered by agents of this ACD-DN.
Page 362 19-8 Statistics groups Tot ETOF Src Delay The total delay experienced at the originating node for all enhanced time overflow calls answered at this destination ACD-DN. It is the time spent waiting at the originating queue before being logically queued at the destination ACD-DN.
Page 363: Destination Acd-Dn Statistics Fields
Destination ACD-DN statistics fields The following table lists the statistics fields available in the Destination ACD-DN statistics group when using the Tabular and Graphic Format Definition feature. It also provides a description of 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...
Page 364 19-10 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula * 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 PERIOD for a period report.
Page 365 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 12. Number of calls accepted CALLS ACCPT Num Accepted The total number of calls that entered the queue. This number does not include calls that were local or network time overflowed into this ACD-DN.
Page 366 19-12 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 15. Number of non-activity code calls ACCNT CALLS Non Activity The number of calls handled by this ACD-DN for which no activity code was entered. Non Activity Calls 16.
Page 367 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 19. Number of calls that queue count overflowed in CALLS Num QOF Clls The number of calls that queue-count overflowed into this destination ACD-DN and answered or abandoned in this queue.
Page 368 19-14 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 23. Number of DN calls transferred CALLS XFERD DN Xfered The number of DN calls transferred by agents of this ACD-DN. DN Calls Transferred 24.
Page 369 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 26. Number of calls that received both RANs 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.
Page 370 19-16 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 29. Average abandoning delay Avg Abd Del This represents the average duration a caller to this ACD-DN spent waiting before abandoning the call.
Page 371 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 32. Maximum abandoning delay Max Abd Del This represents the maximum delay a caller experienced before they abandoned their call to this ACD-DN. Max Abandon Delay 33.
Page 372 19-18 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 35. Average post call processing time TIME Avg Not Rdy This is the average duration per call that the agents of this ACD-DN spent in the Not Ready state. Not Ready Time Calls Answered 36.
Page 373 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 38. Average DN call time TIME Avg DN Time This is the average duration per call that the agents of this ACD-DN spent on incoming DN calls and outgoing DN calls.
Page 374 19-20 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 41. Average time spent on hold HOLD TIME Avg Hold This is the average duration that a caller to this ACD-DN spent on hold after their call was answered and before the call was released.
Page 375 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 44. Total not ready time TOTAL READY TIME Not Rdy Time This represents the total duration of time that all agents of this ACD-DN spent in the Not Ready state.
Page 376 19-22 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 47. Total DN call time TOTAL TIME DN Time This is the total duration of all calls that the agents of this ACD-DN spent on incoming DN calls and outgoing DN calls.
Page 377 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 50. Total time spent holding TOTAL HOLD TIME Hold Time This is the total duration experienced by all callers to this ACD-DN, while on hold during their call. Hold Time 51.
Page 378 19-24 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 53. Total manned time of agent TOTAL MAND TIME Manned Time This is the total duration that all agents of this ACD-DN were logged into the ACD-DN. Manned Time 54.
Page 379 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 56. Percentage of manned time busy BUSY MAND Busy/Mand % This is the percentage of manned time spent on all calls (ACD and DN). This percentage is calculated for all agents assigned to this ACD-DN and includes the time spent on the phone and time spent in the Not Ready state.
Page 380 19-26 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 60. Percentage answered in category 1 ANSW CAT1 Pcnt Answ 1 This represents the percentage of all calls received by this ACD-DN that were answered within the time represented by Answering Delay Spectrum category #1.
Page 381 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 63. Percentage answered in category 4 ANSW CAT4 Pcnt Answ 4 This represents the percentage of all calls received by this ACD-DN that were answered within the time represented by Answering Delay Spectrum category #4.
Page 382 19-28 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 66. Percentage answered in category 7 ANSW CAT7 Pcnt Answ 7 This represents the percentage of all calls received by this ACD-DN that were answered within the time represented by Answering Delay Spectrum category #7.
Page 383 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 69. Percentage answered in category 10 ANSW CT10 Pcnt Answ 10 This represents the percentage of all calls received by this ACD-DN that were answered within the time represented by Answering Delay Spectrum category #10.
Page 384 19-30 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 72. Percentage abandoned in category 3 ABND CAT3 Pcnt Abnd 3 This represents the percentage of all calls received by this ACD-DN that were abandoned within the time represented by Abandoning Delay Spectrum category #3.
Page 385 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 75. Percentage abandoned in category 6 ABND CAT6 Pcnt Abnd 6 This represents the percentage of all calls received by this ACD-DN that were abandoned within the time represented by Abandoning Delay Spectrum category #6.
Page 386 19-32 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 78. Percentage abandoned in category 9 ABND CAT9 Pcnt Abnd 9 This represents the percentage of all calls received by this ACD-DN that were abandoned within the time represented by Abandoning Delay Spectrum category #9.
Page 387 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 81. Number answered in category 2 ANSW CAT2 Num Answ 2 This represents the actual number of calls that were answered by this ACD-DN within the time represented by Answering Delay Spectrum category #2.
Page 388 19-34 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 84. Number answered in category 5 ANSW CAT5 Num Answ 5 This represents the actual number of calls that were answered by this ACD-DN within the time represented by Answering Delay Spectrum category #5.
Page 389 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 87. Number answered in category 8 ANSW CAT8 Num Answ 8 This represents the actual number of calls that were answered by this ACD-DN within the time represented by Answering Delay Spectrum category #8.
Page 390 19-36 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 90. Number abandoned in category 1 ABND CAT1 Num Abnd 1 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 #1.
Page 391 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 93. Number abandoned in category 4 ABND CAT4 Num Abnd 4 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 #4.
Page 392 19-38 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 96. Number abandoned in category 7 ABND CAT7 Num Abnd 7 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 #7.
Page 393 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 99. Number abandoned in category 10 ABND CT10 Num Abnd 10 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 #10.
Page 394 19-40 Statistics groups Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 102. Avg delay for enhanced time overflowed calls ETOF Avg ETOF Del This represents the average duration experienced by a caller, who was enhanced time overflowed to this ACD-DN before the call was answered.
Page 395 Table 19-1 Destination ACD-DN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 105. Number of incoming network time overflowed calls NTOF CALLS NTOF Calls This represents the total number of network time overflowed calls that were answered by agents of this ACD-DN (available with Network ACD Option).
Page 396: Overflow Statistics
19-42 Statistics groups Overflow statistics The overflow statistics are accumulated for each source and destination ACD-DN combination. This allows the statistics in this group to be used to view source queue performance, destination queue performance, or the overflow pattern. Overflow data fields The following is a list of the data fields available in the Overflow statistics group when using the Formula Defintion feature.
Page 397 Statistics groups 19-43 Dst Abd After Thrsh The number of abandoned calls which had a delay greater than or equal to the service level threshold value for the destination ACD-DN. Dst Ans After Thrsh The number of answered calls including those that enhanced and network time overflowed and excluding those which “basic”...
Page 398 19-44 Statistics groups NTOF Ans After Thrsh The number of network time overflow answered calls, which experienced an answering delay greater than or equal to the service level 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.
Page 399 Statistics groups 19-45 Src Abd After Thrsh The number of abandoned calls that had a delay greater than or equal to the maximum delay threshold value for the source ACD-DN. Src Ans After Thrsh The number of answered calls (including those which time overflow or enhanced time overflow), which experienced an answering delay greater than or equal to the maximum delay threshold value for the source ACD-DN.
Page 400 19-46 Statistics groups the source node is My_Node. The Tot NTOF Out Delay field should be used to get the data from the source point of view. Tot NTOF Out Delay The total delay experienced by calls that network time overflowed out of this node and were answered by agents of the destination ACD-DN.
Page 401: Overflow Statistics Fields
Overflow statistics fields The following table lists the statistics fields available in the Overflow statistics group when using the Tabular and Graphic Format Definition feature. It also provides a description of the calculation for each statistic field. Note: A “*” in this table indicates a key field. Table 19-2 Overflow statistics fields Menu # and Entry...
Page 402 19-48 Statistics groups Table 19-2 Overflow statistics fields Menu # and Entry Column Heading Graph Heading Description Formula * Destination Node Identifier DEST NODE Dst Node ID The destination node ID number (available with Network ACD Option). * Destination ACD-DN number DEST ACD-DN NUMBER...
Page 403 Table 19-2 Overflow statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 10. Average delay from source Avg Src Delay This represents the average duration experienced by callers to the source ACD-DN, including the time spent waiting in the queue before being time overflowed to a destination ACD-DN. All of these calls were answered.
Page 404 19-50 Statistics groups Table 19-2 Overflow statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 13. Telephone service level of destination ACD-DN Dst Srv Lvl This represents the percentage of calls, answered and/or abandoned at the destination ACD-DN (after a call is logically queued from the source ACD-DN), within the defined service threshold time.
Page 405 Interflowed This represents the total number of calls that were received by this ACD-DN that were interflowed out of the PBX or sent to an external number via night service. Num Interflow Calls Network Administration Center Supervisor’s User Guide Product release 2...
Page 406 19-52 Statistics groups Table 19-2 Overflow statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 20. Number of calls that received 1st RAN 1st RAN The number of calls that received the first RAN announcement. Num Received 1st RAN 21.
Page 407 Table 19-2 Overflow statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 24. Maximum Answering Delay Max Ans Del This represents the maximum duration a caller had to wait before the call was answered by an agent at this ACD-DN.
Page 408 19-54 Statistics groups Table 19-2 Overflow statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 27. Percentage of calls that queue-count overflowed QOF % This represents the percentage of all calls received that were queue-count overflowed to this ACD-DN, regardless of whether the calls were answered or abandoned.
Page 409 Table 19-2 Overflow statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 31. Percentage of all local time overflowed calls LTOF % LTOF Calls This represents the percentage of all calls that were answered due to local time overflow (available with Network ACD Option).
Page 410: Route Statistics
19-56 Statistics groups Route statistics Route data accumulates for each route/source ACD-DN combination. Route data fields The following is a list of the data fields available in the Route statistics group when using the Formula Definition feature. A description is also shown of how each statistic field is calculated.
Page 411 Statistics groups 19-57 NTOF Out Call Time This is the total time of all network time overflow out calls from the time that the call was answered until it was released. This is for the outgoing route for the network call. 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.
Page 412 19-58 Statistics groups Num NTOF Out Calls The number of calls that network time overflowed out of the source node and were answered by agents of the destination ACD-DN. This field always appears as zero in data records where the destination ACD-DN resides on the source node.
Page 413 Statistics groups 19-59 Total Passthru Time Although calls are initially received locally, they are not always answered locally. If a call is time overflowed or queue-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...
Page 414: Route Statistics Fields
19-60 Statistics groups Route statistics fields The following table lists the statistics fields available in the Route statistics group when using the Tabular and Graphic Format Definition feature. It also provides a description of the calculation for each statistic field. Note: A “*”...
Page 415 Table 19-3 Route statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 10. Number of hundred call seconds A single CCS unit represents 100 seconds of time that a caller spent in the queue, whether the call was answered or abandoned.
Page 416 19-62 Statistics groups Table 19-3 Route statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 14. Number of calls answered before threshold CALLS ANSWD BEFOR THRSH Ans Early This represents the total number of calls on this route that were answered before the service level threshold for the source ACD-DN was reached.
Page 417 Table 19-3 Route statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 17. Number of calls abandoned before threshold exceeded CALLS ABAND BEFOR THRSH Abd Early This represents the total number of calls on this route that were abandoned before the maximum delay was reached.
Page 418 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 Interflow Calls 23. Number of calls that received 1st RAN 1st RAN The number of calls that received the first RAN announcement.
Page 419 Table 19-3 Route statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 24. Number of calls that received 2nd RAN 2nd RAN The number of calls that received the second RAN announcement. Num Received 2nd RAN 25. Number of calls that received both RANs 1&2 Both RANs Despite the name of this formula, it does not report the number of calls that received both RANs.
Page 420 19-66 Statistics groups Table 19-3 Route statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 27. Number of all trunks busy (ATB) periods Num ATBs This represents the total number of “All Trunks Busy” periods. Num ATB Periods 28.
Page 421 Table 19-3 Route statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 31. Number of hundred call seconds for network overflow in calls NTOF NTOF In CCS This represents the number of 100 call seconds this route was used for incoming network time overflowed calls (available with Network ACD Option).
Page 422 19-68 Statistics groups Table 19-3 Route statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 34. Number of outgoing network overflow calls NTOF CALLS NTOF OutCall This represents the total number of outgoing network time overflowed calls received on this route (available with Network ACD Option).
Page 423: Trunk Statistics
Statistics groups 19-69 Trunk statistics Trunk data accumulates for each route/trunk/source ACD-DN combination. Trunk data fields The following is a list of the data fields available in the Trunk statistics group when using the Formula Definition feature. It also provides a description of the calculation for each statistic field.
Page 424 19-70 Statistics groups NTOF Out Call Time This is the total time of all network time overflow out calls from the time that the calls were answered until they were released. This is for the outgoing route/trunk for the network call. Num Abd After Threshold The number of abandoned calls which had a delay greater than or equal to the maximum delay threshold value for the source ACD-DN.
Page 425: Trunk Statistics Fields
Statistics groups 19-71 Num Received 2nd RAN The number of calls which received the second recorded announcement. Total Abandon Delay The total delay of all abandoned calls. Total Answer Delay The total delay experienced by all answered calls. For enhanced time overflow out calls, this includes the time spent at the source queue.
Page 426: Route Number
19-72 Statistics groups Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula * Route Number Route Number The route number. * Route name ROUTE NAME Route Name The name assigned to the route number. If the name is longer than the field width, it is truncated on the right.
Page 427 Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula * 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 PERIOD for a period report.
Page 428 19-74 Statistics groups Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 12. Number of calls offered CALLS OFFRD Num Offered This represents the total number of calls offered to this trunk. Calls Answered + Calls Abandoned + Num Interflow Calls + Calls Forced to Disconnect + Calls Forced Busy + Calls Routed 13.
Page 429 Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 15. Number of calls answered after threshold exceeded CALLS ANSWD AFTER THRSH Ans Late This represents the total number of calls on this trunk that were answered at or after the service level threshold for the source ACD-DN was reached.
Page 430 19-76 Statistics groups Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 18. Number of calls abandoned after threshold exceeded CALLS ABAND AFTER THRSH Abd Late This represents the total number of calls on this trunk that were abandoned at or after the service level threshold for the source ACD-DN was reached.
Page 431 Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 21. Number of calls that overflowed out OVER FLOW Overflowed This represents the number of calls on this trunk that were overflowed out. This includes queue-count overflow, local time overflow, and network time overflow calls.
Page 432 19-78 Statistics groups Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 25. Number of calls that received both RANs 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.
Page 433 Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 28. Number of hundred call seconds for network overflow out calls NTOF NTOF Out CCS This represents the number of 100 call seconds this trunk was used for outgoing network time overflowed calls (available with Network ACD Option).
Page 434 19-80 Statistics groups Table 19-4 Trunk statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 31. Total Passthru Time TOTAL PTHRU TIME Pthru Time When a call is received by the local 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.
Page 435: Dnis Statistics
Statistics groups 19-81 DNIS statistics The DNIS data is accumulated for each DNIS number. DNIS data fields The following is a list of the data fields available in the DNIS statistics group when using the Formula Definition feature. A description is also shown of how each statistic field is calculated.
Page 436: Dnis Statistics Fields
19-82 Statistics groups Total Abandon Delay The total delay of all abandoned calls for the DNIS number. DNIS statistics fields The following table lists the statistics fields available in the DNIS statistics group when using the Tabular and Graphic Format Definition feature. A description is also shown of how each statistic field is calculated.
Page 437 Table 19-5 DNIS statistics fields Menu # and Entry Column Heading Graph Heading Description Formula * 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 PERIOD for a period report.
Page 438 19-84 Statistics groups Table 19-5 DNIS statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 12. Number of DNIS calls abandoned CALLS ABAND DNIS Abandnd This represents the number of calls to a specific DNIS number which were abandoned by callers while waiting to be answered by an agent.
Page 439 Table 19-5 DNIS statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 15. Average abandoning delay Avg Abd Del This represents the average duration a caller to this DNIS number waited before abandoning the call. Total Abandon Delay Calls Abandoned 16.
Page 440 19-86 Statistics groups Table 19-5 DNIS statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 18. Telephone service level 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.
Page 441: Activity Code Statistics
Statistics groups 19-87 Activity code statistics Activity code data is accumulated for each activity code and ACD-DN combination. Activity code data fields The following is a list of 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.
Page 442: Activity Code Statistics Fields
19-88 Statistics groups Activity code statistics fields The following table lists the statistics fields available in the Activity Code statistics group when using the Tabular and Graphic Format Definition feature. A description is also shown of how each statistic field is calculated. Note: A “*”...
Page 443 Table 19-6 Activity code statistics fields Menu # and Entry Column Heading Graph Heading Description Formula * ACD-DN name ACD-DN NAME Dst ACD-DN Name The name assigned to the destination ACD-DN. If the name is longer than the field width, it is truncated on the right.
Page 444 19-90 Statistics groups Table 19-6 Activity code statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 11. Average duration activity code charged to TIME Avg Charged This represents the average amount of call time per entry of this activity code which was spent on this activity code.
Page 445: Cdn Statistics
Statistics groups 19-91 CDN statistics The statistics collected in this group provide historical information on source CDNs. This statistic group is only available if the CCR/EAR option is enabled. CDN data fields The following list is the data fields available in the CDN statistics group when using the Formula Definition feature.
Page 446 19-92 Statistics groups Calls Forced to Disconnect The total number of controlled calls that were given a “Force Disconnect” treatment by the CCR application. Calls Forced Busy The total 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.
Page 447 Statistics groups 19-93 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. Network Administration Center Supervisor’s User Guide Product release 2...
Page 448: Cdn Statistics Fields
19-94 Statistics groups CDN statistics fields The following table lists the statistics fields available in the CDN statistics group including the key fields. For the data columns, the formula used to calculate the field is given. These formulae are based on the data field descriptions provided in the “CDN data fields”...
Page 449 Table 19-7 CDN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 10. Number of calls accepted CALLS ACCPT Num Accepted The total number of calls that entered this CDN. Calls Answered + Calls Abandoned + Calls Routed + Calls Xfr’d from IVR + Calls Forced to Disc + Calls Forced Busy + Calls to Default DN 11.
Page 450 19-96 Statistics groups Table 19-7 CDN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 14. Calls Forced To Disconnect FORCE DISC Disconnect The number of controlled mode calls given the “Force Disconnect” treatment by the CCR application.
Page 451 Table 19-7 CDN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 18. Number of calls transferred by IVR XFER IVR Xfered The total number of controlled calls that were given the “Give IVR” treatment by the CCR application and then the IVR application transferred the call.
Page 452 19-98 Statistics groups Table 19-7 CDN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 22. Average disconnect delay DISC Avg Disc Del The average delay that a caller experienced before his or her calls were force disconnected. Total Del Before Disconnect 23.
Page 453 Table 19-7 CDN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 25. Maximum answering delay Max Ans Del The maximum delay that callers experienced before their calls were answered. Max Answering Delay 26. Maximum abandoning delay Max Abd Del The maximum delay that callers experienced before they abandoned their call.
Page 454 19-100 Statistics groups Table 19-7 CDN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 28. Total delay before disconnect TOTAL DISC Tot Disc Del The total delay that callers experienced before their calls were given the “Force Disconnect” treatment by the CCR application.
Page 455 Table 19-7 CDN statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 31. - 40. Percentage answered in category n ANSW CATn Pcnt Answ n The number of calls that had an answering delay in the nth answer delay category as a percentage of the total number of calls answered.
Page 456: Cdn Call Answer Breakdown Statistics
19-102 Statistics groups CDN call answer breakdown statistics The statistics collected in this group provide historical information on source CDNs and/or the answering destination ACD-DNs. This statistic group is only available if the CCR/EAR option is enabled. CDN call answer breakdown data fields The following list is 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.
Page 457: Cdn Call Answer Breakdown Statistics Fields
CDN call answer breakdown statistics fields The following table lists the statistics fields available in the CDN Call Answer Breakdown statistics group. For the data columns, the formula used to calculate the field is given. These formulae are based on the data field descriptions described in the “CDN call answer breakdown data fields”...
Page 458 19-104 Statistics groups Table 19-8 CDN call answer breakdown statistics fields Menu # and Entry Column Heading Graph Heading Description Formula * Destination ACD-DN Name ACD-DN NAME Dst ACD-DN Name The name assigned to the destination ACD-DN. If the name is longer than the field width, it is truncated on the right.
Page 459: Network Administration Center Supervisor's User Guide Product Release 2
Table 19-8 CDN call answer breakdown statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 11. Average answering delay Avg Ans Del The average delay (also known as ASA) that a caller experienced before his or her call was answered.
Page 460: Ran Route Statistics
19-106 Statistics groups RAN route statistics The statistics collected in this group contain RAN-related data (along with associated report headings and formulae). These 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.
Page 461: Ran Route Statistics Fields
RAN route statistics fields The following data columns are part of the RAN Route statistics group. This table also provides a description of the calculation for each statistic field. Note: A “*” in this table indicates a key field. Table 19-9 RAN route statistics fields Menu # and Entry Column Heading...
Page 462 19-108 Statistics groups Table 19-9 RAN route statistics fields Menu # and Entry Column Heading Graph Heading Description Formula 10. RAN accesses CALLS RAN accesses The number of times that this record announcement route was accessed. Num of RAN Accesses 11.
Page 463: List Of Terms
List of terms Automatic Call Distribution (ACD) Automatic call distribution provides a means of automatically distributing incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and distributed so that the workload at each answering position is approximately equal.
Page 464 20-2 List of terms A Control Directory Number (CDN) is a special Directory Number configured in a Meridian 1 system to which no agents are assigned. Configuration control The configuration control feature enables a system administrator to make changes to the configuration of the Meridian 1 at a Meridian MAX node. Day routing table The target/routing table for a queue not currently in night service.
Page 465 Meridian 1 Meridian 1 is the private branch exchange (PBX) that handles the calls to and from the various Meridian MAX nodes (one Meridian 1 per node). It routes calls to the various queues and provides the framework for all the features available through Meridian MAX.
Page 466: P0724352 Standard 1.0
The network overflow out calls are calls which originated at a particular 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.
Page 467 It is possible for a nodal supervisor to work off-site through the use of the NAC’s Remote Supervisor Login feature. Using that feature, a network supervisor can act as a nodal supervisor. Nodal system administrator The nodal system administrator is responsible for supervising the operation of the Meridian MAX system, including its staff and facilities.
Page 468 20-6 List of terms Target table Refer to “Routing table”. Thresholds Meridian MAX allows several different thresholds to be defined pertaining to different objectives of an organization. For instance, thresholds can be defined for the maximum length of time 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.
Page 469: Northern Telecom
Northern Telecom reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. Meridian, Meridian 1, Meridian MAX, and NAC are 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.

Northern Telecom NAC User Manual

About this Document

Network Administration Center (NAC) System

The NAC Workstation

Getting Started

Profile Maintenance

Queue Statistics Display

Position Status Display

Network Report Definition

Report Preview

Network System Reports

Remote Supervisor Login

Standard Management Reports

Network Configuration Control

Network Configuration Control Ad Hoc Mode

List Management

Parameter Administration

Schedule Definition

Supervisor Messaging

Quick Links

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Summary of Contents for Northern Telecom NAC