Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 983

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
I Applications
MERLIN LEGEND Reporter
Archives. The application maintains data from the previous accounting
period. You may move it to a backup storage medium and restore it when
you need historic reports.
Remote Access. Optionally, you can install remote access software and a
modem to allow remote assistance from the Lucent Technologies customer
helpline.
Multi-Site Network. MERLIN LEGEND Reporter can work in a network
configuration where one central site receives SMDR information from
multiple sites and multiple MERLIN LEGEND Communications System
control units for central processing and reporting.
Mode Differences
The system must operate in Hybrid/PBX mode. MERLIN LEGEND Reporter does
not work with systems in Key or Behind Switch mode.
Considerations and Constraints
MERLIN LEGEND Reporter does not work in a system where another application
accesses the SMDR jack on the control unit. Such applications include all
configurations of Call Accounting System (CAS) and Call Accounting Terminal
(CAT).
MERLIN LEGEND Reporter and Call Accounting System (CAS) should not be
active on the system at the same time. Use MERLIN LEGEND Reporter when you
primarily need to assess facilities and agent performance. CAS is used for costing
purposes.
— Organization. Detailed call records according to user-specified
criteria, summary statistics on specified types of calls, cost center
summaries by organization, and summary trends reports are
available.
— Account Code. Callers can input codes to identify the subject of a
call, the client account number, or other information. Summary and
detail call reports are organized by account code.
— Selection. Providing summary and detail information according to
very specific criteria, these reports include the duration of calls and
how long agents spent actually talking to customers. They allow a
manager to pinpoint details or summarize trends, particularly in
problem areas.
— Traffic. Primarily covering incoming calls, you can select reports by
date, time of day, extension, calling areas where calls originated,
and talk and queue (wait) time. Facility reports describe the lines in
each facility and report busy-hour incoming and outgoing volume,
durations, and performance against user-defined service goals.
Issue 1
April 1999
I-25