Page 1 MERLIN LEGEND Reporter ® Installation and Use...
Page 2 Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it.
Page 3: Table Of Contents
Contents About This Guide How to Use This Guide Related Resources Terminology PART I — Standard System About MERLIN LEGEND Reporter The Basics What Is a Call Record? How MERLIN LEGEND Reporter Works for You The Workplace Menus and Dialog Boxes On-line Help MERLIN LEGEND Reporter Icons Starting and Ending a Work Session...
Page 4 Contents PART I — Standard System (continued) System Management (continued) Configuration 3-10 Dialed Digit Processing 3-10 Call Types 3-12 Lines 3-13 Call Collection Interface 3-15 Immediate Output to Printer 3-17 Accounting Period 3-19 Users 3-20 Customization 3-21 Organization Levels 3-21 Location Table 3-22 Languages...
Page 5 Contents PART II — Multi-site Configuration MERLIN LEGEND Reporter at a Polled Site Helping Central Site to Add This Site Preparing This Site to Be Polled Enable "Save Call Data for Sending" Enable the Call Sender Interface Add the Central Site as a "System User" PSU at a Polled Site Connecting the Unit Configuring the Unit...
Page 6 Contents Specifications Processor Serial Port Pinouts Modems Capacities Implementation Guidelines Getting Assistance for Problems How to Report a Problem Using Remote Access Basic Troubleshooting PC Serial Ports Background IRQ Mechanism Serial Ports Under Windows Workarounds and Solutions to the IRQ Conflict Probrem Selecting an Add-In Serial Port Card Glossary GL-1...
Page 7: About This Guide
About This Guide ® This guide explains how the MERLIN LEGEND Reporter works and how it is used for calling group or other cost center reporting operations. The guide is divided into three parts, corresponding to standard system functions, those specific to a multi-site configuration, and appendices with additional reference material.
Page 8 About this Guide Installers should read the following material: Chapter 2, Installation, provides instructions to load the application, set it up, and verify call processing; its companion Appendix A, Worksheets, provides blank worksheets to collect the information required at this time. Chapter 6, MERLIN LEGEND Reporter at a Polled Site, provides additional installation instructions to enable sending SMDR data to a Central Site.
Page 9: Related Resources
The documents listed below are part of the MERLIN LEGEND Communications System, Release 3.1 and 4.0 documentation set. Within the continental United States, these documents can be ordered from the Lucent Technologies Fulfillment Center by calling 1 800 457-1235. MERLIN LEGEND Communications System, Release 3.1 and Release 4.0 Documentation...
Page 10: Terminology
About this Guide Terminology In the context of this guide, we use the following terms: Telephone system — refers to the MERLIN LEGEND Communications System, Release 4.1 or later. Multi-site configuration — refers to the configuration of a Model 5,000, Model 10,000, or Model 20,000 MERLIN LEGEND Reporter that allows the site where it is installed (the “Central Site”) to connect with and report on up to 25, 50 or 100 sources of call records respectively (“polled”...
Page 11: Feedback Form
211 Mount Airy Road (Room 2W-226) Basking Ridge, NJ 07920 Telephone: ( _____ )_____ - __________________________ FAX: (908) 953-6912 Date: _____________________________________________ Please be advised that Lucent Technologies reserves the right to use your suggestions without any obligation to compensate you for those suggestions.
Page 12: About Merlin Legend Reporter
About MERLIN LEGEND Reporter MERLIN LEGEND Reporter is a new Windows tool designed to work with your telephone system to help you manage telephone facilities and track their effectiveness in your business. Why telephone and calling group management? Simple. Telephones and calling groups are a major asset in handling customers, as well as a source of revenue for service- oriented companies.
Page 13: About Merlin Legend Reporter
About MERLIN LEGEND Reporter MERLIN LEGEND Reporter can help you answer these and similar questions for MERLIN LEGEND calling groups or any type of cost center you identify. Doing so is not difficult; the next few pages introduce some concepts concerning telecommunications management and briefly describe how the system works.
Page 14: How Merlin Legend Reporter Works For You
About MERLIN LEGEND Reporter a call answered by an eligible Calling Group overflow receiver that is administered as the Listed Directory Number (the extension for the Queued Call Console (QCC) queue MERLIN LEGEND Reporter links each field in the call record to functions which sort the call, process it, adjust running sub-totals (“summary buckets”), and finally stores or discards it.
Page 15 About MERLIN LEGEND Reporter Account Code Reports Selection Reports Traffic Reports Archives Data from the last accounting period is kept as an “archive.” This may be backed up to floppy diskettes for safe-keeping and, if needed, restored to the PC to print reports from that period. Remote Access Optionally, MERLIN LEGEND Reporter users can install Remote Access software and a modem to receive remote assistance from the hotline.
Page 16: The Workplace
About MERLIN LEGEND Reporter The Workplace MERLIN LEGEND Reporter works with all basic elements in Windows — icons, menus, and dialog boxes. Setup automatically creates the main menu and icons for various tasks. Menus and Dialog Boxes The main menu displays the titles of pull-down menus. All operations are initiated here, through a system of sub-menus like the one shown below.
Page 17: On-Line Help
About MERLIN LEGEND Reporter You may work with a mouse and keyboard. This document shows examples using the mouse. Quick Reference* Using the mouse Using the keyboard Open a menu or Click on the option's name. Press Alt and do either (1) or (2): dialog box (1) move to the option's name with the arrow keys and press Enter.
Page 18: Merlin Legend Reporter Icons
About MERLIN LEGEND Reporter MERLIN LEGEND Reporter Icons After installing MERLIN LEGEND Reporter, you will see icons on your Windows' Desktop (if using Windows 3.1), or on the task bar buttons (using Windows 95). The following icons are used to open or use a feature: MERLIN LEGEND Reporter.
Page 19: Installation
Installation This chapter contains instructions to install MERLIN LEGEND Reporter and verify call processing. It includes a summary of custom setup procedures, with references to the appropriate detailed explanations in this manual. The chapter is organized into installation tasks, as follows: Checking the Equipment.
Page 20: Checking The Equipment
Installation Checking the Equipment Verify that the following equipment is in place and properly set up, as documented in its installation manuals (see the Required Configuration table for equipment specifications). Graphics Monitor MERLIN LEGEND Remote Parallel Access Printer Modem Keyboard Mouse Required Configuration...
Page 21 Installation Not including Operating System storage requirements. Serial ports must meet RS232 communications standards. If additional ports are needed, you may use Equinox MARK-IV boards with Cherry Hill Software HiCom/9 driver (in a Windows 95 environment use Comtrol RocketPort multiport serial boards) and a modem on each additional port. For information, contact Equinox Systems, Inc.
Page 22 Installation 1. Enter the appropriate information in the verification checklist below: A personal computer (PC) with the recommended class, speed, RAM, and storage configuration for your expected traffic and two available serial ports. Make/model: Class/speed: RAM: Hard Disk: Keyboard and mouse (indicate mouse type: bus, serial, or PS/2): Graphics monitor (type):...
Page 23: Gathering Information
Installation Gathering Information This task involves collecting information about your company and its telephone services and equipment. To do so, you should meet with your information contacts — MERLIN LEGEND service representative, System Consultant, your own personnel department, and so forth — and complete the worksheets provided in Appendix A. These worksheets contain the same information as in the dialog boxes used for data entry at installation.
Page 24 Installation Skip in a minimal setup 4. Follow the screen instructions to: a. Register your name (required) and your company. b. Skip viewing the README.TXT with the No button. c. Accept the default directory (c:\microcom) for installation. d. Accept the default installation options (Carbon Copy Host). 5.
Page 25 Installation Skip in a minimal setup When Windows re-starts, notice the newly-created Carbon Copy group: From here you start the Host program to enable Remote Access. This completes the Remote Access setup. Proceed to Loading MERLIN LEGEND Reporter Software. If you make changes in your PC configuration — such as installing a new video board, mouse, or sound driver —...
Page 26 Installation Some of the information you need is displayed on this screen next to the corresponding category. To see additional information for any of the categories, point to the category name and click the left mouse button. 3. Verify the processor type (386, 486, etc.) shown to the right of the Computer category.
Page 27 Installation PC Configuration Checks Using Windows 95 Use the following procedure to verify PC configuration information using Windows 95. If the correct PC configuration is not present, the PC must be upgraded before MERLIN LEGEND Reprter can be installed. 1. Verify the processor type (386, 486, etc.) by clicking on My Computer, then double clicking on Control Panel, then clicking on General tab on the System Properties screen.
Page 28: Loading Merlin Legend Reporter Software
Installation Make a note of the IRQs used for the MERLIN LEGEND Reporter (typically COM ports 1 and 2). Some potential conflicts include: COM ports 3 and 4 may share IRQs with COM ports 1 and 2, or a serial mouse may share an IRQ with COM port 1 or 2. (typically IRQs 3 and 4) cannot be used by any other function.
Page 29: Setting Up Merlin Legend Reporter
After the PC reboots, proceed to Setting Up MERLIN LEGEND Reporter. Setting Up MERLIN LEGEND Reporter After Windows restarts, the Lucent Technologies logo appears on the screen followed by the MERLIN LEGEND Reporter setup dialog box: In this procedure, when you select [x] an item from the setup display, the item's dialog box appears.
Page 30 Installation 2. Select [x] Set Accounting Period. In a minimal setup, select OK and proceed to step 3. Skip in a minimal setup a. Make any required changes from PART II of the SYSTEM-WIDE PARAMETERS worksheet. b. Select OK to continue. 3.
Page 31 Installation If you selected Direct Connect, a dialog box similar to this one appears. When complete, select OK and proceed to step 3e. If you selected Collect from File, a dialog box similar to this one appears. When complete, select OK and proceed to step 3e.
Page 32 Installation 4. Select [x] Trunk. In a minimal setup, select Close and proceed directly to step 6. Skip in a minimal setup a. Use the Facilities button, then Add to enter one at a time, every facility name, grade of service, and number of lines from LINES &...
Page 33 Installation a. If you completed personnel information in your ORGANIZATION Worksheets - Levels 1 and 2, select the Personnel button and proceed to step 5b; otherwise, proceed to step 5c. Issue 1 January 1997 2-15...
Page 34 Installation Skip in a minimal setup b. Select Add. i. One at a time, enter all personnel names from the ORGANIZATION WORK- SHEET - Levels 1 and 2. After each entry, use Apply. ii. When complete, use Close. c. Back at the Extension dialog box, use the Cost Center button and proceed to step 5d.
Page 35: Establishing The Smdr Interface
Installation Skip in a minimal setup Back at the first level: i. Select Add to enter extension information from the orksheet, including associations with the Personnel and Cost Center database already in existence. After each addition, use Apply. ii. When complete, use Close.
Page 36: Verifying Call Processing
Installation Assign calling group options (Hunt Type, Delay Announcement, Message- Waiting Receiver, Calls-in-Queue Alarm Threshold, External Alert for Calls- in-Queue Alarm, Overflow Coverage, Overflow Threshold, Overflow Threshold Time, Group Type). b. Station Message Detail Recording (SMDR) The system programming for types of calls (incoming or outgoing, or outgoing only) recorded on SMDR reports and the call length (factory set at 40 seconds) has no effect on SMDR reports for incoming calls to an Auto Login or Auto Logout calling group.
Page 37 Installation You should see this number increase as calls are processed and stored. If calls do not appear in the status window and yet you had followed the Call Collection Interface and MERLIN LEGEND system setup procedures, call for support as instructed on the inside cover. 4.
Page 38: Completing A Minimal Setup
Installation Completing a Minimal Setup This last task involves finalizing the setup of any incomplete databases and re-starting call processing. 1. Collect the completed worksheets and enter their information in this order: use Organization Levels under the Customize SYSTEM-WIDE PARAMETERS — menu and Accounting Period under the Configuration menu.
Page 39 Installation Location Table — you can create a table of telephone number locations to enhance your detail reports with a “location name” and to report the distribution of your incoming calls with Caller ID. See Location Table in Chapter 3. Report Schedules —...
Page 40: System Management
System Management This chapter describes the functions under the Administration, Configuration, and Customize menus. It is organized into the following sections: Your Daily, Weekly, and Monthly Tasks — provides a suggested maintenance schedule of MERLIN LEGEND Reporter functions. Administration — describes the functions in this menu, under the following topics: —...
Page 41: Your Daily, Weekly, And Monthly Tasks
System Management This chapter documents functions as if they were run in a single-site, stand- alone environment. Whenever a function or procedure requires a different approach in a multi-site configuration, the icon on the left appears in the margin. Your Daily, Weekly, and Monthly Tasks All MERLIN LEGEND Reporter functions that are required to start processing calls were set up at installation;...
Page 42: Administration
System Management Administration This section describes the following functions: Organization Table — describes how to set up the site-specific table of telephone extensions, their attributes, and their place in a system-wide hierarchy. Immediate Output — describes how to log incoming, abandoned, and/or lenghty calls;...
Page 43 System Management Extension. The identifier (up to four digits) corresponding to the extension reported as the source of an outgoing call or destination of an incoming call. An entry in this field is site-dependent, required. Undefined extensions that appear in call records are added to the table automatically with default attributes.
Page 44 System Management Delete at End of Accounting Period. The option to remove this entry AND ITS LOWER LEVELS from the system table when the period ends. Issue 1 January 1997...
Page 45 System Management Summary of Procedures (Organization Table) See Site Selection in 1. Select Organization from the Administration menu. Chapter 8. 2. To update entries in: the Extension level, proceed to step 3. the Personnel levels, select Personnel and proceed to step 4. the Cost Center or higher levels, select Cost Center and proceed to step 5.
Page 46: Immediate Output
System Management Immediate Output Purpose To log ICLID-abandoned calls (incoming calls terminated by the caller before being answered; the record includes the originating phone number), all incoming calls, and/or lengthy outgoing calls. Call records that meet any of the selected conditions are logged into the Immediate Output file and, optionally, printed immediately.
Page 47: Alert / Alarm Numbers
System Management Alert / Alarm Numbers Purpose To log calls to specified number patterns and, optionally, sound an alarm at the PC. A call to any number matching the pattern is logged into the Immediate Output file and flagged in the TYPE column as “ALERT” (if selected to sound an alarm, the flag changes to “ALARM”).
Page 48: Account Codes
System Management Account Codes Purpose To administer the table of account codes reported by the telephone system. Related Functions Account Code Reports can generate printouts of calls with account codes. Call Record Edit (Utilities menu) may be used to correct dialed errors in stored call records.
Page 49: Password
System Management Password Purpose To change the current user’s password. (This dialog box is disabled on systems that do not have “users.”) Related Users (Configuration menu) identifies who can access the system and assigns Functions privileges. Dialog Summary of Procedures (Password) 1.
Page 50: Configuration
System Management Configuration This section describes these functions: Dialed Digit Processing — describes an administrator’s tool to correct inconsisten- cies in the dialed number field of call records. Call Types — describes the function which identifies call types with a dialed pattern and sets a storage filter based on duration.
Page 51 System Management Search For: — Dialed Digit Pattern. The dialing pattern targeted for additional processing. Search patterns are represented by up to 18 characters: the numbers 0 through 9, star (*) and pound (#) signs, and/or wild cards (? = single character in the position it appears;...
Page 52: Call Types
System Management Call Types Purpose To identify call types by their dialed number and, optionally, to set a storage filter based on a minimum duration. Calls rejected by the minimum duration filter are logged in the Immediate Output file. Related View Immediate Output (Listings menu) is used to display the Immediate Output Function file.
Page 53: Lines
System Management See Site Summary of procedures (Call Types) Selection in Chapter 8. 1. Select Call Types from the Configuration menu. 2. For a new entry, select Add; for changes, select the desired entry and use Edit or Delete, as appropriate. 3.
Page 54 System Management Facility. The identifier (up to 15 characters) for a group of lines that carry calls requiring similar services — typically, these line groupings are already programmed for your telephone system. For example, if you have a pool of Central Office lines, you may call the facility “CO”...
Page 55: Call Collection Interface
System Management Call Collection Interface Purpose To set up or change interface details with the source of call records for a site. Details consist of a transmission protocol, the call record format, and the timetable to enable (and, if necessary, schedule) call collection. Dialog See Call Collection...
Page 56 System Management a. For Direct Connect: i. Select the PC port to connect to the telephone system and then the other values EXACTLY as shown. ii. Select OK and proceed to step b. For Collect from File: i. Enter the name of the file (include the complete path to the PC directory) and the polling interval in seconds.
Page 57: Immediate Output To Printer
System Management a. To remove a schedule, select it and choose Delete. b. For a new schedule, choose Add; for changes, select a schedule and choose Edit. If you selected Add or Edit, the Polling Schedule Add or Edit dialog box appears. i.
Page 58 System Management Banner. Type in the text that you wish to precede the printout of each call record. Centered. Select [x] to center this text on the page. Number of blank lines after banner. Specify how many blank lines you wish to place between the banner and the call record printout.
Page 59: Accounting Period
System Management Accounting Period Purpose To set up system-wide values based on your company’s fiscal year and accounting practices. MERLIN LEGEND Reporter uses the concept of accounting period to create “current” and “archive” call record and database files automatically and to produce complete period statistics on closing dates and times.
Page 60: Users
System Management Users Purpose To set up or change the login names and access privileges of all system users. Dialog User ID. The login name of a user. Privilege. The functions this user is permitted to use. Summary of Procedures (Users) 1.
Page 61: Customization
System Management Customization This section describes the following functions: Organization Levels — used to identify your company name and the number and names of the hierarchical levels used in your organization. Location Table — used to associate call destination names with specific dialing patterns, and thus customize Organization, Selection, and Account Code Detail Reports, as well as the ICLID Call Distribution Report.
Page 62: Location Table
System Management Location Table Purpose To identify the called area in Organization, Selection, and Account Code Detail Reports, as well as the ICLID Call Distribution Report. Up to 5000 entries are allowed. Dialog Dialing Pattern. Up to 10 digits and/or wild cards (? = single digit;...
Page 63: Languages
System Management Languages Purpose To select the language used in dialog boxes, messages, on-line help, and reports. Currently, only English (US) is available. Changing languages does not affect the values of any database entries or user- defined parameters. Dialog Summary of procedures (Language Selection) 1.
Page 64: Reports And Listings
Reports and Listings This chapter describes how to generate reports and listings and how to use the report, immediate output and message viewer functions. The chapter is organized into the following sections: Common Functions — describes the general procedures to run reports or listings on a schedule or immediately, how to define their output and set up charts.
Page 65: Common Functions
Reports and Listings Common Functions MERLIN LEGEND Reporter offers a variety of reporting options to meet practically all of your information needs. You can generate reports and listings on demand (via the individual report- generating functions) for the current accounting period or for an archived period. You can schedule up to 25 groups of reports for the current accounting period (for a maximum of 1000 scheduled reports).
Page 66: Running A Report Or Listing On Demand
Reports and Listings Running a Report or Listing on Demand Purpose To generate any report or listing from the stored current or archived accounting period. Summary of Procedures (Running a Report or Listing on Demand) 1. For an archived period residing on backup diskettes, restore it to your PC into the “archive”...
Page 67: Scheduling Reports
Reports and Listings Scheduling Reports Purpose To define up to 25 groups of up to 1000 reports (combined) to run on automatic schedules. Definitions include frequency to run the group and setup and output criteria for each report. Dialog Report Group. A descriptive name (one to 20 characters) for the group of reports. Frequency.
Page 68 Reports and Listings 4. a. To remove a report from the group, select it and use Delete. b. To add to the group, select Add. When the list box (below) appears, select a report and use OK. Add Report dialog box c.
Page 69: Output
Reports and Listings Output Purpose To define where and how reports and listings are generated. Summary of Procedures 1. Select the Output button on any report or listing dialog box. 2. Complete the dialog box as described below. 3. Use OK to save settings and return to the originating report or listing dialog box. (Cancel returns without changing the default output).
Page 70 Reports and Listings Margins. Select from the following: — Center Left to Right. Enable automatic selection of left and right margins; this choice results in a report centered on the page. — Left, Right, Top, Bottom. Enter size of margins in the unit specified (if “Center Left to Right”...
Page 71: Chart
Reports and Listings Chart Purpose To choose a graphic representation for a summary report: The bar chart displays report parameters — for example, hours in a Time of Day Report — as bars against a vertical (or horizontal) scale. 2-D Bar A bar’s height (or length) corresponds to a value (with grids...
Page 72: Report-Specific Functions
Reports and Listings Report-specific Functions This section describes all reports on the call record database, as well as the selection criteria with which you can focus report information. Organization Reports Purpose To show your company’s telephone activity sorted by organization level. These reports are typically used in tracking telephone response and usage, particularly when groups or individuals must be accountable and need to remain within certain performance levels.
Page 73 Reports and Listings Cost Center* Summary If there are more than two organization levels, the * as well as next level (for example, Department) would appear other level as follows: summaries. Cost Center Trends Summary of Procedures (Organization Reports) 1. From the Reports menu, select Organization Reports and then, your choice of report.
Page 74: Selection Reports
Reports and Listings Selection Reports Purpose To provide summary or detail information based on very specific criteria. Details are sorted in chronological order and include talk-time for incoming calls; summaries provide total number of calls, total and average duration and incoming call total and average talk-time.
Page 75: Account Code Reports
Reports and Listings Account Code Reports Purpose To report on calls associated with Account Codes. (Account codes are typically dialed when placing or receiving a call to identify the call subject matter, client account, and so on.) MERLIN LEGEND Reporter offers an Account Code Summary Report and an Account Code Detail Report.
Page 76: Traffic Reports
Reports and Listings Traffic Reports Purpose To generate a Traffic Report for the current or archived period. Traffic Reports summarize call activity under various categories. Summaries are based on the collected information for the period and — except where noted — only include data of incoming calls, their total and average queue-time, and total and average talk-time.
Page 77 Reports and Listings Talk and Queue Time Distribution Report 3. a. In a Facility GOS Report, type or select 6 facility names. You may use wild cards (? = single character; % = multiple characters) in the first facility field. b.
Page 78: Viewing Functions
Reports and Listings Viewing Functions You can access MERLIN LEGEND Reporter reports, calls flagged for immediate output, and system messages via window displays. This section describes these functions: Report Viewer — to display reports sent to the window or saved to a system file.
Page 79: Message Log
Reports and Listings Message Log Purpose To view and/or print system messages. Access Select the Message Log icon (if using Windows 3.1) or the status bar button (Windows 95), or select View Message Log from the Listings menu. File options: Clear (removes all messages from the file) and Print. View options: selects ( ) fatal, severe, information, and/or other types of messages, with or without a detail header.
Page 80: Utilities
Utilities This chapter describes how to perform maintenance tasks using the system Utilities. The chapter is organized into the following topics: Backup and Restore — describes how to copy data from the current or archived accounting period onto diskettes and vice-versa. Call Record Edit —...
Page 81: Backup And Restore
Utilities Backup and Restore Purpose Backup is used to copy the current or the archived period’s data onto floppy diskettes; Restore, loads a prior backup — typically, to run reports on archived data or to rebuild MERLIN LEGEND Reporter files after a system failure. You should back up current data at least weekly and archived data once, after closing the accounting period.
Page 82: Call Record Edit
Utilities Call Record Edit Purpose To correct information and/or to add call records to the current period’s database and to change its summary statistics. Dialog Summary of Procedures (Call Record Edit) 1. From the Utilities menu, select Call Record Edit. 2.
Page 83: Call Record Deletion
Utilities Call Record Deletion Purpose To purge all calls from the current period’s file. Calls should be purged only in extreme situations. Normally there is no need to do so as MERLIN LEGEND Reporter automatically moves a closed period's file to the archive file (the old archive is written over and the current file is cleared for new calls).
Page 84: File Import/Export
Utilities File Import/Export Purpose To transfer Organization data from/to an external source — typically, another PC with the MERLIN LEGEND Reporter application — to help maintain shared Organization files. MERLIN LEGEND Reporter can import and export files as text in the format described below —...
Page 85 Utilities Duplicates. (File import only) Select the action to take if an imported entry duplicates an existing entry: reject the new entry or update the existing entry. Summary of Procedures (File Import or Export) 1. From the Utility menu, select File Import or File Export. 2.
Page 86: Database File Maintenance
Utilities Database File Maintenance Purpose To check the integrity of your files and repair them if possible: Rebuild Internal Summaries — processes all calls in the current period and recomputes summary statistics. Use this function if you had changed the stored call record database via the Call Record Edit function.
Page 87: System Upgrades
Utilities System Upgrades Purpose To install a System Upgrade diskette containing a new software version or a larger model system. Summary of Procedures 1. From the Utility menu, select Upgrades. 2. Select the drive, insert the diskette, and select OK to start. 3.
Page 88: Merlin Legend Reporter At A Polled Site
MERLIN LEGEND Reporter at a Polled Site This chapter describes the functions specific to a MERLIN LEGEND Reporter site that is part of a multi-site configuration in the capacity of a “polled” remote site. These functions are all part of setting up your system so that the processing center — or “Central Site”...
Page 89: Preparing This Site To Be Polled
MERLIN LEGEND Reporter at a Polled Site The User ID and Password which you will assign to the Central Site when you add it as a “user” of your PC and the Phone Number to call your PC’s Remote Access modem (this will have the double function of Remote Access and Polled modem).
Page 90: Enable The Call Sender Interface
MERLIN LEGEND Reporter at a Polled Site Enable the Call Sender Interface 1. Select Call Sender Interface from the Configuration menu. 2. Complete the following fields (and ONLY these fields) in the dialog box: Port Name. Select the port to be used by the Central Site to retrieve calls from this site —...
Page 91: Add The Central Site As A "System User
MERLIN LEGEND Reporter at a Polled Site Add the Central Site as a “System User” 1. Select Users from the Configuration menu. 2. Select Add, enter the User ID and select Apply. Privileges are not required for the Central Site to access your PC.
Page 92: Psu At A Polled Site
PSU at a Polled Site This chapter will help you install a Pollable Storage Unit (PSU) and connect it to a MERLIN LEGEND communications system at a site. Have all components at hand, at their final location: PSU and power cord (Remote connection) Modem, PSU-to-modem cable (special cable, provided), and phone cord or...
Page 93: Connecting The Unit
PSU at a Polled Site MERLIN LEGEND Reporter operations require that the communications system at the polled site be administered properly. There are many variations; however, the example given in Establishing the SMDR Interface in Chapter 2 is typical of call center type of operations. Consult the above mentioned topic in Chapter 2 for details.
Page 94: Configuring The Unit
PSU at a Polled Site d. Proceed to Configuring the Unit. 4. For a direct connection, connect the PSU-to-PC cable from the PSU “DCE OUTPUT” port to the serial port on the PC used for collecting SMDR data from this site. Configuring the Unit 1.
Page 95: Powering Up The Unit
PSU at a Polled Site Powering Up the Unit 1. Plug the PSU power cord into the “10-12VAC” jack and into a power outlet. 2. To secure the cord, wind it one or two turns through the wire clip on the PSU back panel.
Page 96 PSU at a Polled Site Issue 1 January 1997...
Page 97: Central Site Of A Multi-Site Configuration
Central Site of a Multi-site Configuration This chapter describes the functions specific to MERLIN LEGEND Reporter in the capacity of the “Central Site” in a multi-site configuration. The chapter is organized as follows: Overview. Provides a high level description of what is involved in collecting, storing and reporting call record data from a system configuration that contains multiple MERLIN LEGEND Reporters.
Page 98: Overview
Central Site of a Multi-site Configuration Overview In a multi-site configuration, the Central Site performs the collection and processing of SMDR from every site it includes. SMDR is handled at each site by either a direct connection from the site’s MERLIN LEGEND communications system into the Central Site’s PC, or indirectly, from another PC running MERLIN LEGEND Reporter or from a PSU (these “call collectors”...
Page 99: Setting Up The Central Site
Central Site of a Multi-site Configuration Setting Up the Central Site The Central Site is set up as documented in Chapter 2. Sample screens will look like they are shown in Part I of this book, with the exception noted below: Some dialog boxes will show the name of the site on its title bar.
Page 100: Adding Polled Sites
Central Site of a Multi-site Configuration Adding Polled Sites Purpose To add new polled sites, as well as rename, delete, or modify information on any installed sites. Multi-site configurations support 25, 50, or 100 sites, depending on the model. One site, typically, the operation center, is designated as the “Central Site.”...
Page 101 Central Site of a Multi-site Configuration Summary of Procedures (Site Maintenance) 1. For deletions, select the site, then use Delete and confirm removal. Proceed directly to step 4. 2. For changes, select the site, then: a. Use Edit and complete the Site dialog box. b.
Page 102: Multi-Site Functions
Central Site of a Multi-site Configuration Multi-site Functions This section describes additional functions or differences in standard functions, related to administering a multi-site configuration. Topics include: Site Selection. This function is required whenever you must work in a specific site’s database. Call Collection Interface and Schedules.
Page 103 Central Site of a Multi-site Configuration Diagram of Related Functions: Call Collection Interface, Call Sender Interface, Users Modem com1 (999-1234) Site 1 MERLIN MERLIN LEGEND LEGEND System A com2 Reporter PC com3 Central Site MERLIN MERLIN LEGEND LEGEND System B com4 Modem Reporter...
Page 104 Central Site of a Multi-site Configuration Call Collection Interface See Call Collection Interface in Chapter 3 for protocol details. Polling Schedule The Start and End Times refer to the time-slot in which a site has claim to that port. If a poll runs over its time-slot, it will end (the remainder of the data will be down-loaded on the next poll).
Page 105 Central Site of a Multi-site Configuration 3. Back at the Polling Schedule dialog box, you may work on another time-slot or select OK to exit. Issue 1 January 1997...
Page 106: Call Processing Status
Central Site of a Multi-site Configuration Reports Most report dialog boxes will include a site selection list box to identify sites to be included in the report. Choices will be either "(ALL)" or a specific site from the list of installed sites.
Page 107: A Worksheets
Worksheets This appendix contains blank forms to collect the information required for installation: SYSTEM-WIDE PARAMETERS WORKSHEET CALL COLLECTION INTERFACE WORKSHEET CALL COLLECTION - POLLING SCHEDULE WORKSHEET TELEPHONE LINES & FACILITIES WORKSHEET ORGANIZATION WORKSHEET Issue 1 January 1997...
Page 108 Worksheets Instructions to complete the SYSTEM-WIDE PARAMETERS WORKSHEET: 1. Enter the Company Name (1-15 characters) as you wish it to appear on report headers. The Company Name is a system-wide parameter, not equivalent to the name of a site in a multi-site configuration. Sites are named (1-15 characters) at the time they are added (or renamed anytime thereafter) via the Site Maintenance function under the Utilities menu.
Page 109 Worksheets SYSTEM-WIDE PARAMETERS WORKSHEET PART I - Organization Levels Company Name (15 characters) Number of levels: Level Names: Extension or (15 characters) (default) 2 Cost Center or (15 characters) Department or (15 characters) Division or (15 characters) Branch or (15 characters) PART II - Accounting Period Monthly Bi-monthly...
Page 110 Worksheets Instructions to complete the CALL COLLECTION INTERFACE WORKSHEET: 1. Make as many copies of this worksheet as needed. 2. (Multi-site configuration only) Enter the name of the site. Sites are named at the time they are added (or renamed anytime thereafter) via the Site Maintenance function under the Utilities menu.
Page 111 Worksheets CALL COLLECTION INTERFACE WORKSHEET Site Name Protocol Options Direct Connect Port Name (COM1, COM2, etc.) Baud Rate = 1200 Data bits = 8 Parity = none Stop Bits = 1 Flow Control = Xon / Xoff PollComm (PSU or MERLIN LEGEND Reporter). Also complete the POLLING SCHEDULE WORKSHEET.
Page 112 Worksheets Instructions to complete the CALL COLLECTION - POLLING SCHEDULE WORKSHEET: 1. Make as many copies of this worksheet as needed. 2. Plan a complete schedule. (This is particularly important in a multi-site configuration, in which many sites are polled through the same port.) Use a “scratch”...
Page 113 Worksheets interval in hours and minutes to repeat polls within the time-slot (note that the interval must fit within the time-slot — that is, it must be shorter — for polls to occur more than once). Issue 1 January 1997...
Page 114 Worksheets CALL COLLECTION - POLLING SCHEDULE WORKSHEET Site Name Port Used: Polling cycle Days Weekday Start (hr:min) Single Poll (hr:min) Weekend Periodic Poll at ___: ___ intervals (hr:min) Polling cycle Days Weekday Start (hr:min) Single Poll (hr:min) Weekend Periodic Poll at ___: ___ intervals (hr:min) Polling cycle...
Page 115 Worksheets Instructions to complete the TELEPHONE LINES & FACILITIES WORKSHEET: 1. Make as many copies of this worksheet as needed. 2. (Multi-site configuration only) Enter the name of the site. Sites are named at the time they are added (or renamed anytime thereafter) via the Site Maintenance function under the Utilities menu.
Page 116 Worksheets TELEPHONE LINES & FACILITIES WORKSHEET Site Name: Facility Grade of Number Name: Service: of Lines: Lines (in this Facility — list as they appear in an SMDR call record from the telephone system): Facility Grade of Number Name: Service: of Lines: Lines (in this Facility —...
Page 117 Worksheets Instructions to complete the ORGANIZATION WORKSHEETS - Levels 1 and 2: 1. If using different organization level names than the system defaults of “Cost Center” and “Extension,” change them to those used in the SYSTEM-WIDE PARAMETERS worksheet. 2. Make as many copies of this worksheet as needed. 3.
Page 118 Worksheets ORGANIZATION WORKSHEET - Levels 1 and 2 Site Name: Cost Center: Extension: Personnel Name (Title, first name, last name): Immediate Privacy - Masked Digits for Reports Privacy - Masked Digits for Storage (hides 0-17 (hides 0-17 Output? digits or ALL): digits or ALL): Extension: Personnel Name (Title, first name, last name):...
Page 119 Worksheets Instructions to complete the ORGANIZATION WORKSHEET - Levels 2 and higher: 1. Make as many copies of the worksheet as needed. 2. If using different organization level names than the system defaults, enter them from the SYSTEM-WIDE PARAMETERS worksheet. 3.
Page 120 Worksheets ORGANIZATION WORKSHEET - Levels 2 and higher Cost Center Department Division Branch (or Level-2 (or Level-3 (or Level-4 (or Level-5 name , if name , if name , if name , if different) different) different) different) A-14 Issue 1 January 1997...
Page 121 Worksheets A-15 Issue 1 January 1997...
Page 122: B Sample Reports
Sample Reports This appendix provides samples of the following reports: Organization Detail Report — see page B-2 Organization Summary Report — see page B-3 Cost Center Summary Report — see page B-4 Organization Trends Report — see page B-4 Selection Detail Report — see page B-5 Selection Summary Report —...
Page 123: Sample Reports
Sample Reports Organization Detail Report Date: Thursday, September 28, 1995 Page: Time: 1:47:24 PM Company Name ------------------------------------------------------------------------------ SELECTION CRITERIA DATE RANGE : 9/26/95 to 10/1/95 TIME RANGE : 12:00:00 AM to 11:59:59 PM MINIMUM TALK TIME: 0:00:00 Cost Center : Cust Svc Extension : 04 CALL TYPE...
Page 124 Sample Worksheets Organization Summary Report Date: Thursday, September 28, 1995 Page: Time: 2:27:02 PM Company Name --------------------------------------------------------------------------------------------------------------------------------- SELECTION CRITERIA DATE RANGE : 9/27/95 to 9/27/95 TIME RANGE : 12:00:00 AM to 11:59:59 PM MINIMUM TALK TIME: 0:00:00 Cost Center : Cust Svc Extension : All CALL TYPE...
Page 125 Sample Reports Cost Center Summary Report Date: Thursday, September 28, 1995 Page: Time: 2:27:47 PM Company Name ------------------------------------------------------------------------------ DATE RANGE: Wednesday, September 27, 1995 Sunday, October 01, 1995 COMPANY TOTALS: Company Name ----- DURATION ----- ----- TALK TIME ---- TOTAL TOTAL PER CALL INCOM...
Page 126: Dialed Number
Sample Worksheets Selection Detail Report Date: Thursday, September 28, 1995 Page: Time: 2:29:35 PM Company Name --------------------------------------------------------------------------------------------------------------------------------- SELECTION CRITERIA DATE RANGE : 9/27/95 to 9/27/95 TIME RANGE : 12:00:00 AM to 11:59:59 PM MINIMUM TALK TIME: 0:00:00 Cost Center : Cust Svc Extension : All ACCOUNT CODES...
Page 127 Sample Reports Account Code Detail Report Date: Thursday, September 28, 1995 Page: Time: 5:30:48 PM Company Name --------------------------------------------------------------------------------------------------------------------------------- SELECTION CRITERIA DATE RANGE : 9/27/95 to 9/27/95 ACCOUNT CODES : All PAGE BREAK AFTER EACH ACCOUNT CODE: No ACCOUNT CODE: 1000 (ACME Food Supply) DURATION TALK TIME CALL...
Page 128 Sample Worksheets Date Report Date: Thursday, September 28, 1995 Page: Time: 1:36:02 PM Company Name ------------------------------------------------------------------------------ ---- QUEUE TIME ---- ----- TALK TIME ---- TOTAL TOTAL PER CALL TOTAL PER CALL DATE CALLS HHHH:MM:SS HH:MM:SS HHHH:MM:SS HH:MM:SS -------- ------ ---------- -------- ---------- --------...
Page 129 Sample Reports Time of Day Report Date: Thursday, September 28, 1995 Page: Time: 9:45:22 AM Company Name --------------------------------------------------------------------------------------------------------------------------------- DATE RANGE: Wednesday, September 27, 1995 Sunday, October 01, 1995 ---- QUEUE TIME ---- ----- TALK TIME ---- TOTAL TOTAL PER CALL TOTAL PER CALL TIME OF DAY...
Page 130 Sample Worksheets Extension Summary Report Date: Thursday, September 28, 1995 Page: Time: 1:39:55 PM Company Name ------------------------------------------------------------------------------ --- QUEUE TIME ----- ---- TALK TIME ----- TOTAL TOTAL PER CALL TOTAL PER CALL EXTENSION NAME CALLS HHHH:MM:SS HH:MM:SS HHHH:MM:SS HH:MM:SS ---------- ------------ ------ ----------...
Page 131 Sample Reports Talk and Queue Time Distribution Report Date: Thursday, September 28, 1995 Page: Time: 1:41:54 PM Company Name --------------------------------------------------------------------------------------------------------------------------------- DATE RANGE: Wednesday, September 27, 1995 Sunday, October 01, 1995 DURATION DISTRIBUTION --------------------- -------- QUEUE TIME -------- --------- TALK TIME -------- DURATION RANGE TOTAL TOTAL...
Page 132 Sample Worksheets Talk and Queue Time Distribution Report Date: Thursday, September 28, 1995 Page: Time: 1:43:47 PM Company Name --------------------------------------------------------------------------------------------------------------------------------- DATE RANGE: Thursday, September 28, 1995 Sunday, October 01, 1995 DURATION DISTRIBUTION --------------------- -------- QUEUE TIME -------- --------- TALK TIME -------- DURATION RANGE TOTAL TOTAL...
Page 133 Sample Reports Facility Grade of Service Report Date: Thursday, September 28, 1995 Page: Time: 9:53:49 AM Company Name --------------------------------------------------------------------------------------------------------------------------------- DATE RANGE: Wednesday, September 27, 1995 Sunday, October 01, 1995 SELECTION CRITERIA FACILITIES : ALL NUMBER ----- DURATION ----- --------- GOS ---------- AVERAGE AVERAGE AVERAGE...
Page 134: C Specifications
MERLIN LEGEND Reporter must have the following minimal configuration in order to operate in a normal manner. Any deviations will have to be handled completely by you, the user, or if you require help, by an Lucent Technologies technician (at an extra charge).
Page 135: Serial Port Pinouts
Specifications Single-site Multi-site A COM port available for SMDR A COM port available for SMDR input Serial Ports input at all times at all times and Modems A 1200-baud (or faster) modem for SMDR input See Serial Port An additional COM port available An additional COM port available Pinouts and during Remote Access...
Page 136: Modems
Specifications Modems MERLIN LEGEND Reporter requires Hayes-compatible modems (error-correcting, 9600- baud or faster modems are recommended). Typically, default settings work. Although switch settings may vary, you can emulate the following standards: any — controlled by MERLIN LEGEND Reporter Baud rate on —...
Page 137: Implementation Guidelines
Specifications Implementation Guidelines The table below shows our recommended schedule of system management tasks. Function D W M A N Descripton Account Codes If used, create/update account names before reports run Accounting Period System-wide- should not change after installation Alert Numbers Create/update if you wish to flag calls to alert numbers Call Collection Interface Site-specific- should not change after installation...
Page 138: D Getting Assistance For Problems
Getting Assistance for Problems This appendix describes basic troubleshooting procedures to identify and correct problems and explains how to get assistance for problems that you cannot correct. How to Report a Problem If a problem arises when you are using MERLIN LEGEND Reporter, first attempt to solve the problem using the troubleshooting flowchart later in this appendix.
Page 139: Using Remote Access
Getting Assistance for Problems Using Remote Access 1. To enable Remote Access: a. Make certain your Remote Access modem is ready and on-line. b. Open the Carbon Copy program group, and double-click on the Host icon. c. When the Carbon Copy Host main menu appears, click on the Wait for Call button.
Page 140: Basic Troubleshooting
Getting Assistance for Problems Basic Troubleshooting The flowchart below displays the path to take when a problem manifests itself. START Is the Calls Check & correct possible causes: If problem system rejected or not persists, call The Call Collection Interface processing received? the hotline.
Page 141 Getting Assistance for Problems If problem persists, call the hotline. Check for errors or conditions that result in discarding or not reporting calls: Report selection criteria Is the number of data OK? calls OK? Call Type minimum duration Dialed Digit Processing Check the Organization and Account extension Code tables.
Page 142: Epc Serial Ports
PC Serial Ports This appendix provides detailed information about PC serial ports, including background information about what they are and how they work. It also explains how Windows manages serial ports, how to resolve problems using COM3 or COM4 under Windows, and how to choose serial port hardware that is well-suited to MERLIN LEGEND Reporter.
Page 143: Irq Mechanism
PC Serial Ports Under DOS (and Windows, which works cooperatively with DOS), the serial port interfaces in a PC are uniquely identified by specific device names: COM1 (“serial communications port 1”), COM2 (“serial communications port 2”), and so on, usually up through COM4.
Page 144 PC Serial Ports announce that it’s ready to receive more outgoing data and/or that new data has arrived from the peripheral device that needs to be processed. Like I/O port addresses, IRQs must generally be unique among the active hardware devices in a computer system.
Page 145 PC Serial Ports more than one COM port (that is, the COM1 and COM3 ports were both assigned to IRQ4, and the COM2 and COM4 ports were both assigned to IRQ3). Then, under the assumption that at most two serial ports would be active simultaneously (for example, COM1 and COM2, which have unique IRQs), conflicts would not occur.
Page 146: Serial Ports Under Windows
PC Serial Ports Serial Ports Under Windows Unlike the DOS-only world of yesterday, today’s multitasking environments like Windows permit the microprocessor to communicate with up to four active serial port devices at the same time (COM1 through COM4). For example, under Windows, if you are using a serial mouse (on COM1) within a terminal emulator program which operates a data modem (on COM2), while using a fax board (on COM3) to transmit or receive a fax “in the background,”...
Page 147: Workarounds And Solutions To The Irq Conflict Problem
PC Serial Ports Workarounds and Solutions to the IRQ Conflict Problem It is important to remember that the IRQ conflict is a problem in hardware; it cannot be resolved in software alone. Consequently, there are only three alternatives for working around or resolving it.
Page 148 PC Serial Ports COM2, COM3, or COM4, but the I/O port addresses and IRQs associated with each of these configurations is usually fixed to the settings in the table. Issue 1 January 1997...
Page 149: Selecting An Add-In Serial Port Card
PC Serial Ports Fortunately, some serial port add-in cards do permit you to select IRQs other than 3 or 4 (the additional choices are often IRQ2 and IRQ5). If your serial port hardware provides this flexibility — and at least one of the IRQ numbers available as an option is currently unused in your PC setup —...
Page 150 PC Serial Ports 2. For best performance with MERLIN LEGEND Reporter, choose a card which has hardware support for high-speed communications. The MERLIN LEGEND Communications System transmits call records to the MERLIN LEGEND Reporter at a data rate of 9600 baud, and it relies on Windows to manage the flow of data through your PC's serial port.
Page 151 Glossary ABAND The MERLIN LEGEND Reporter call type for “abandoned” call — that is, incoming calls terminated by the caller while waiting in a queue to be answered (that is, calls with no talk-time). account code A field in a call detail record that contains a user-defined identifier. An account code is dialed typically when placing or receiving a call to identify the call subject matter, client account, and so on.
Page 152 Glossary call record A record of a telephone transaction created by the telephone system at the completion of every call (also called SMDR for Station Message Detail Recording). This record includes such information as date, time and duration of the call, number dialed, account code, extension placing or receiving the call, and line used.
Page 153 — that is, if the local telephone companies at the origin and destination of the call AND the telephone system on premises provide this information. (Many Lucent Technologies telephone systems, including the MERLIN LEGEND system, have the capability to do so.) LDIST The MERLIN LEGEND Reporter call type for direct dialed long distance calls.
Page 154 Glossary message log The MERLIN LEGEND Reporter file that records system messages upon the occurrence of events that warrant the user's attention. This log is available for viewing by opening the Message Log icon or the View Message Log function under the Listings menu. modem A device that converts digital data signals to analog signals for transmission over telephone lines.
Page 155 Glossary pie chart A graphical representation of a summary report displaying pie slices as line entries (such as hours in a Time of Day Traffic Report). The size of the slice corresponds to the percent value of the line entry over the total value —...
Page 156 Glossary Selection Reports The MERLIN LEGEND Reporter reports that provide summary or detail information based on user- defined criteria such as organization levels, date, time, duration, account code, line, call type, and/or dialed number. These reports are useful in pinpointing details or summarzing trends in problem areas or exceptions (such as lengthy calls or calls to alert numbers) discovered in other reports.
Page 157 Index Configuration functions (continued) call types, 3-12 dialed digit processing, 3-10 Abandoned calls see Call types immediate output to printer, 3-17 Account codes, 3-8 lines, 3-13 reports, 4-12, B-6 users, 3-20, 6-3 Accounting period Cost center, see Organization initialization, 2-8 Customize functions, 3-21 function, 3-19 languages, 3-23...
Page 158 Index ICLID (caller ID), 2-3 Password call distribution report, 4-13, B-9 change own, 3-9 Icons, 1-6 set up user, 3-20, 6-3 Immediate output , 3-6 Personnel, 3-5 extensions, 3-4 Polling schedule, see Call collection interface printer, 3-17 Ports viewing file, 4-16 serial ports and conflicts, E-1 Import/export files, 5-5 specifications, C-1, C-2...
Page 159 Index Talk-time (report), 4-13, B-10, B-11 Telephone lines, see Lines Telephone system, viii. see also SMDR Time of day report, 4-13, B-8 Traffic reports, 4-13, B-7 to B-12 Troubleshooting, D-3 Upgrades, 5-8 Users, 3-20, 6-3 Utilities, 5-1 add/change site, 8-3, 8-4 backup/restore, 5-2 call processing status, 5-8, 8-9 call record edits, 5-3...

Lucent Technologies MERLIN LEGEND Reporter Installation And Use Manual

About this Guide

1 About MERLIN LEGEND Reporter

2 Installation

3 System Management

System Management (Continued)

4 Reports and Listings

5 Utilities

6 MERLIN LEGEND Reporter at a Polled Site

7 PSU at a Polled Site

8 Central Site of a Multi-Site Configuration

A Worksheets

B Sample Reports

C Specifications

D Getting Assistance for Problems

EPC Serial Ports

Quick Links

Need help?

Questions and answers

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Summary of Contents for Lucent Technologies MERLIN LEGEND Reporter

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