Northern Telecom NAC User Manual

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Publication number:

P0724352

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Document release:

Standard 1.0

Date:

November 1994

Electronic Private Automatic Branch Exchange and Business Communication Systems

Network Administration Center (NAC)

Supervisor’s User Guide

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.

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Northern Telecom 1994

Printed in the United States of America

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Summary of NAC

Page 1
Page grid publication number: p0724352 product release: 2 document release: standard 1.0 date: november 1994 electronic private automatic branch exchange and business communication systems network administration center (nac) supervisor’s user guide this information is subject to change without notic...
Page 2: Publication History
Page grid network administration center supervisor’s user guide product release 2 iii publication history november 1994 the document was issued as the network administration center (nac) 2 supervisor’s user guide (p0724352) standard 1.0..
Page 3: Contents
Page grid network administration center supervisor’s user guide product release 2 v contents about this document xix conventions xix other nac documents xx reference to other acd documents xxi sample screens xxiii network administration center (nac) system 1-1 meridian max 1-1 meridian 1 switch 1-1 ...
Page 4: Getting Started
Page grid vi contents p0724352 standard 1.0 november 1994 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 func...
Page 5: Position Status Display
Page grid contents vii network administration center supervisor’s user guide product release 2 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 6-1 accessing this feature 6-1 function keys 6-3 fields 6-5 net...
Page 6: Report Preview
Page grid viii contents p0724352 standard 1.0 november 1994 report preview 8-1 accessing this feature 8-1 screen messages 8-1 function keys 8-2 network system reports 9-1 accessing this feature 9-1 function keys 9-2 fields 9-3 network definition database report 9-4 personnel database report 9-5 fiel...
Page 7
Page grid contents ix network administration center supervisor’s user guide product release 2 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 p...
Page 8: 12-1
Page grid x contents p0724352 standard 1.0 november 1994 network configuration control 12-1 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...
Page 9: Parameter Administration
Page grid contents xi network administration center supervisor’s user guide product release 2 parameter administration 15-1 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...
Page 10: Supervisor Messaging
Page grid xii contents p0724352 standard 1.0 november 1994 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 mes...
Page 11: 18-1
Page grid contents xiii network administration center supervisor’s user guide product release 2 international language support 18-1 overview 18-1 supervisor workstations 18-2 dial-up supervisor 18-2 printers 18-2 configuring workstations 18-2 configuring languages 18-3 multiple language strings 18-4...
Page 12: List Of Terms 20-1
Page grid xiv contents p0724352 standard 1.0 november 1994 ran route statistics 19-106 ran route data fields 19-106 ran route statistics fields 19-107 list of terms 20-1.
Page 13: About This Document
Page grid network administration center supervisor’s user guide product release 2 xix 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 wor...
Page 14: Other Nac Documents
Page grid xx about this document p0724352 standard 1.0 november 1994 activity code report bold text represents specific text which must be typed on the keyboard. Always press {return} after an entry has been typed. This confirms the text and indicates to the system that you are ready to continue. Fo...
Page 15
Page grid about this document xxi network administration center supervisor’s user guide product release 2 reference to other acd documents other northern telecom acd documents associated with nac are listed below: • p0802089 meridian max 6 supervisor’s user guide • p0802091 meridian max 6 supervisor...
Page 16
Page grid xxii about this document p0724352 standard 1.0 november 1994 • 553-4001-024 meridian max - ipe 4.6 master index • 553-4001-121 meridian max - ipe 4.6 installation • 553-4001-821 meridian max - ipe 4.6 maintenance and diagnostics • 553-4001-921 meridian max - ipe 4.6 overview • 553-4001-004...
Page 17: Sample Screens
Page grid about this document xxiii network administration center supervisor’s user guide product release 2 sample screens all screen depictions assume that the user has a dec vt420 video display terminal for supervisor displays, and a console for a maintenance display. If another vdt is used, a dif...
Page 18: System
Page grid network administration center supervisor’s user guide product release 2 1-1 network administration center (nac) system the network administration center (nac) is a computerized system, which allows organizations with multiple meridian max sites (known as “nodes”) to monitor and supervise a...
Page 19: Nac Data Flow
Page grid 1-2 the network administration center system p0724352 standard 1.0 november 1994 the nac can, however, issue commands to meridian max, which affect the meridian 1 programming. Meridian max can also issue commands to meridian 1, which changes the way meridian 1 handles incoming calls. Nac d...
Page 20
Page grid the network administration center system 1-3 network administration center supervisor’s user guide product release 2 figure 1-1 nac data flow los angeles toronto houston nac outgoing configuration control commands supervisor messaging calls transferred meridian 1 containing meridian max ÏÏ...
Page 21: Nac Features
Page grid 1-4 the network administration center system p0724352 standard 1.0 november 1994 nac features this section outlines a few of the features offered by the nac. Nac security features there are four levels of security to the nac: • the nac to node login password (mandatory) the nac to node log...
Page 22: Nac Input Features
Page grid the network administration center system 1-5 network administration center supervisor’s user guide product release 2 about passwords passwords can be complicated or simple. For example, the password can be as simple as ‘a’ or as complex as ‘18fhh9ed’. If a password is very simple, it is ea...
Page 23: Nac Control Features
Page grid 1-6 the network administration center system p0724352 standard 1.0 november 1994 nac control features there are two types of nac control features: passive and active. Passive control features the passive nac control features, which are implemented through the databases, specify the paramet...
Page 24: Network Administrator
Page grid the network administration center system 1-7 network administration center supervisor’s user guide product release 2 network administrator the network administrator is the senior network supervisor responsible for the overall operations of the nac, including the staff and facilities. The n...
Page 25: Network Operations
Page grid 1-8 the network administration center system p0724352 standard 1.0 november 1994 network operations to illustrate the network operations, an imaginary company is used. The company’s main office is in houston, and there are branch offices in toronto, chicago, and los angeles. Each branch of...
Page 26
Page grid the network administration center system 1-9 network administration center supervisor’s user guide product release 2 figure 1-3 network operations example (part 2) los angeles chicago toronto calls calls calls network transferred calls figure 1-3 shows the peak time for the toronto office....
Page 27
Page grid 1-10 the network administration center system p0724352 standard 1.0 november 1994 figure 1-4 network operations example (part 3) los angeles chicago toronto calls calls calls network transferred calls network transferred calls figure 1-4 shows the peak time for the chicago office. There ar...
Page 28
Page grid the network administration center system 1-11 network administration center supervisor’s user guide product release 2 figure 1-5 network operations example (part 4) los angeles chicago toronto calls calls calls network transferred calls network transferred calls closed figure 1-5 shows the...
Page 29: X11 Software Requirements
Page grid 1-12 the network administration center system p0724352 standard 1.0 november 1994 when chicago closes, all calls to chicago and toronto are overflowed to los angeles. After los angeles closes, all calls are rerouted to the caller’s local office where a message can be left. These changes ar...
Page 30: Nac Limitations
Page grid the network administration center system 1-13 network administration center supervisor’s user guide product release 2 nac limitations the following is a list of nac limitations: • the total number of cdns and acd-dns cannot exceed 160 (16 per meridian max node is recommended) • cdn data is...
Page 31: The Nac Workstation
Page grid network administration center supervisor’s user guide product release 2 2-1 the nac workstation this chapter is an introduction to the workstations used in the day-to-day operation of the nac. Supervisor workstations network supervisors use workstations to control the nac. These workstatio...
Page 32: Printers
Page grid 2-2 the nac workstation p0724352 standard 1.0 november 1994 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 multinatio...
Page 33
Page grid the nac workstation 2-3 network administration center supervisor’s user guide product release 2 procedure 2-1 workstation configuration step installer’s action and system’s response 1 press {control}{t} to begin the procedure. 2 if you have set up your pc workstation as in the “personal co...
Page 34
Page grid 2-4 the nac workstation p0724352 standard 1.0 november 1994 procedure 2-1 (continued) workstation configuration step installer’s action and system’s response 4 the system continues. The terminal type for this port is unknown. Please choose a terminal type from the following list: 1. Dec vt...
Page 35
Page grid the nac workstation 2-5 network administration center supervisor’s user guide product release 2 procedure 2-1 (continued) workstation configuration step installer’s action and system’s response 6 enter the number that corresponds to your keyboard type, followed by {return}. Note: the >>> s...
Page 36
Page grid 2-6 the nac workstation p0724352 standard 1.0 november 1994 procedure 2-1 (continued) workstation configuration step installer’s action and system’s response 10 press {enter} to begin transferring the appropriate reflection 4+ terminal configuration file from nac to your workstation. 11 if...
Page 37: Reconfiguring The Monitor
Page grid the nac workstation 2-7 network administration center supervisor’s user guide product release 2 procedure 2-1 (continued) workstation configuration step installer’s action and system’s response 15 if you enter 1, followed by {return}, the system takes you to prompts shown for step 9, after...
Page 38: Common Screen Elements
Page grid 2-8 the nac workstation p0724352 standard 1.0 november 1994 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 feature title selection bar system clock function key...
Page 39
Page grid the nac workstation 2-9 network administration center supervisor’s user guide product release 2 figure 2-2 common screen elements (part 2) 12:00:00 network configuration control—change orders [english ] change order name : standard weekend change order select t the change order name identi...
Page 40: Command Menu
Page grid 2-10 the nac workstation p0724352 standard 1.0 november 1994 figure 2-3 common screen elements (part 3) 12:00:00 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 netw...
Page 41: Field Selection Bar
Page grid the nac workstation 2-11 network administration center supervisor’s user guide product release 2 field selection bar the field selection bar functions in much the same way as the menu selection bar. Use the arrow keys to move the field selection bar. Entering new input for a field causes t...
Page 42: Language Choice
Page grid 2-12 the nac workstation p0724352 standard 1.0 november 1994 language choice nac is capable of working in more than one language. The language choice field only appears if the system is equipped with this option. At times, this field may appear in the top right-hand corner of a screen in s...
Page 43: Options Function Key
Page grid the nac workstation 2-13 network administration center supervisor’s user guide product release 2 options function key field options come in two forms: • a pop-up menu from which a particular option can be selected • a paragraph, describing the type of input required for the field (as shown...
Page 44: Pc Enhanced Keyboard
Page grid 2-14 the nac workstation p0724352 standard 1.0 november 1994 figure 2-4 pc enhanced style keyboard pc enhanced keyboard f1 f2 f3 f4 f5 f6 f7 f8 f9 f10 f11 f12 ! 1 ` @ 2 # 3 $ 4 % 5 ^ 6 & 7 * 8 ( 9 ) 0 _ _ + = { [ tab q w e r t y u i o p } ] : ; caps lock a s d f g h j k l " ' ? / z x c v b...
Page 45: Pc/at Style Keyboard
Page grid the nac workstation 2-15 network administration center supervisor ’s user guide product release 2 figure 2-5 pc/a t style keyboard pc/at style keyboard ! 1 ` @ 2 # 3 $ 4 % 5 ^ 6 & 7 * 8 ( 9 ) 0 _ _ + = delete { [ tab q w e r t y u i o p } ] : ; a s d f g h j k l " ' ? / z x c v b n m , > ....
Page 46
Page grid 2-16 the nac workstation p0724352 standard 1.0 november 1994 figure 2-6 vt220 english keyboard vt220 english keyboard f6 f7 f8 f9 f10 f11 (esc) f12 (bs) f13 (lf) f14 f17 f18 f19 f20 help do ! 1 ` @ 2 hold screen print screen set-up f4 break £ 3 $ 4 % 5 ^ 6 & 7 * 8 ( 9 ) 0 _ _ + = x { [ tab...
Page 47
Page grid the nac workstation 2-17 network administration center supervisor ’s user guide product release 2 figure 2-7 vt420 english keyboard vt420 english keyboard f1 f2 f3 f4 f5 f6 f7 f8 f9 f10 f11 f12 f13 f14 f17 f18 f19 f20 help do ! 1 ecs ` @ 2 hold (copy) print set-up session break (esc) (bs) ...
Page 48: General Function Keys
Page grid 2-18 the nac workstation p0724352 standard 1.0 november 1994 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 include...
Page 49
Page grid the nac workstation 2-19 network administration center supervisor’s user guide product release 2 table 2-1 (continued) generic function keys function key explanation pf1= cancel command this version of the {pf1} key is available whenever the [commands] pop-up window is displayed and a mult...
Page 50
Page grid 2-20 the nac workstation p0724352 standard 1.0 november 1994 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...
Page 51: Global Commands
Page grid the nac workstation 2-21 network administration center supervisor’s user guide product release 2 global commands the global key sequences perform the same commands within virtually every nac function. Moving cursor or selection bar function vt220 or vt420 pc/at pc enh delete last character...
Page 52
Page grid 2-22 the nac workstation p0724352 standard 1.0 november 1994 function keys function vt220 or vt420 pc/at pc enh display command menu for current screen [command] {pf1} [commands] {f1} cancel command menu and return to the current screen [commands] key again enter command numbered n on comm...
Page 53
Page grid the nac workstation 2-23 network administration center supervisor’s user guide product release 2 editing fields function vt220 or vt420 pc/at pc enh edit selected field {pf3} {f3} exit editing mode [edit field] again replace existing data with new data, in overwrite mode. Insert new data i...
Page 54: Getting Started
Page grid network administration center supervisor’s user guide product release 2 3-1 getting started logging in follow this procedure to log into the nac: 1 display the nac login screen, shown in figure 3-1. Figure 3-1 login screen network administration center release 2 copyright 1994, northern te...
Page 55: Encountering Login Problems
Page grid 3-2 getting started p0724352 standard 1.0 november 1994 3 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 passwor...
Page 56: Main Menu
Page grid getting started 3-3 network administration center supervisor’s user guide product release 2 there are two options if this pop-up message appears: 1 press 1 to complete the login and terminate the other session without warning. It is recommended that this be avoided unless the other user is...
Page 57: Main Menu Options
Page grid 3-4 getting started p0724352 standard 1.0 november 1994 figure 3-3 main menu 12:00:00 supervisor 1000 1. Profile maintenance 2. Queue statistics display 3. Position status display 4. Network report definition 5. Report preview 6. Network system reports 7. Remote supervisor login 8. Network...
Page 58
Page grid getting started 3-5 network administration center supervisor’s user guide product release 2 network report definition creates customized reports. Standard reports, already available in the nac, can also be accessed to produce data. Report preview allows reports to be viewed prior to printi...
Page 59: Selecting Menu Options
Page grid 3-6 getting started p0724352 standard 1.0 november 1994 leave network administration mode provides an exit from the network administration mode. This feature appears only if the enter network administration mode feature has previously been selected. If the network administration mode is ex...
Page 60
Page grid getting started 3-7 network administration center supervisor’s user guide product release 2 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...
Page 61: Profile Maintenance
Page grid network administration center supervisor’s user guide product release 2 4-1 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 t...
Page 62: Function Keys
Page grid 4-2 profile maintenance p0724352 standard 1.0 november 1994 figure 4-1 profile maintenance screen 12:00:00 profile maintenance nac id 1 personnel number 1 password language english stats update rate 10 dn display numbers display style numeric display name disabled acd-dn display screen pag...
Page 63
Page grid profile maintenance 4-3 network administration center supervisor’s user guide product release 2 — 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 t...
Page 64: Fields
Page grid 4-4 profile maintenance p0724352 standard 1.0 november 1994 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 i...
Page 65
Page grid profile maintenance 4-5 network administration center supervisor’s user guide product release 2 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...
Page 66
Page grid 4-6 profile maintenance p0724352 standard 1.0 november 1994 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 selectio...
Page 67
Page grid profile maintenance 4-7 network administration center supervisor’s user guide product release 2 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 whe...
Page 68: Queue Statistics Display
Page grid network administration center supervisor’s user guide product release 2 5-1 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...
Page 69: Accessing This Feature
Page grid 5-2 queue statistics display p0724352 standard 1.0 november 1994 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 admini...
Page 70: Function Keys
Page grid queue statistics display 5-3 network administration center supervisor’s user guide product release 2 figure 5-1 network acd-dn queue statistics screen 12:00:00 network acd-dn queue statistics node—acd–dn avg svc calls calls calls –––time–overflow––– delay lvl aband answd waiting in out wai...
Page 71
Page grid 5-4 queue statistics display p0724352 standard 1.0 november 1994 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...
Page 72: Fields
Page grid queue statistics display 5-5 network administration center supervisor’s user guide product release 2 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 di...
Page 73
Page grid 5-6 queue statistics display p0724352 standard 1.0 november 1994 time overflow wait shows the number of calls which have time-overflowed into the virtual queue for this acd-dn as a result of the day or night routing table (not including ccr calls)..
Page 74
Page grid queue statistics display 5-7 network administration center supervisor’s user guide product release 2 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 ...
Page 75: Accessing This Feature
Page grid 5-8 queue statistics display p0724352 standard 1.0 november 1994 accessing this feature this feature can be selected in one of two ways: 1 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...
Page 76: Function Keys
Page grid queue statistics display 5-9 network administration center supervisor’s user guide product release 2 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...
Page 77: Fields
Page grid 5-10 queue statistics display p0724352 standard 1.0 november 1994 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 deta...
Page 78
Page grid queue statistics display 5-11 network administration center supervisor’s user guide product release 2 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...
Page 79: Network Details Display
Page grid 5-12 queue statistics display p0724352 standard 1.0 november 1994 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 t...
Page 80: Function Keys
Page grid queue statistics display 5-13 network administration center supervisor’s user guide product release 2 figure 5-3 network details display screen 12:00:00 network details display acd-dn: 111–111–1111 node acd-dn 111–111–1114 1 2 111–111–1112 2 3 111–111–1113 1 6 total: out 4 in 11 help=help ...
Page 81: Fields
Page grid 5-14 queue statistics display p0724352 standard 1.0 november 1994 • 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,...
Page 82: Position Status Display
Page grid network administration center supervisor’s user guide product release 2 6-1 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, ...
Page 83
Page grid 6-2 position status display p0724352 standard 1.0 november 1994 figure 6-1 network position status counts display screen—tabular format 12:00:00 network position status counts display acd not dn node — acddn manned spare call ready waiting call 444- 2850 36 32 31 5 0 0 444- 2900 21 29 18 3...
Page 84: Function Keys
Page grid position status display 6-3 network administration center supervisor’s user guide product release 2 figure 6-2 network position status counts display screen—graphic format ÍÍÍ ÍÍÍÍÍÍÍÍÍÍ ÍÍÍÍÍÍÍÍÍÍ ÍÍÍÍÍ ÍÍÍÍÍ ÍÍÍÍÍ ÍÍÍÍÍ ÍÍÍ ÈÈÈ 12:00:00 network position status counts display acd call not...
Page 85
Page grid 6-4 position status display p0724352 standard 1.0 november 1994 • 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, r...
Page 86: Fields
Page grid position status display 6-5 network administration center supervisor’s user guide product release 2 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 d...
Page 87: Network Report Definition
Page grid network administration center supervisor’s user guide product release 2 7-1 network report definition the network report definition feature provides the definitions and formats used in the reports. The report definition provides the scope and print parameters for the report. For example, t...
Page 88: Accessing This Feature
Page grid 7-2 network report definition p0724352 standard 1.0 november 1994 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 12:00:00 supervisor 1000...
Page 89
Page grid network report definition 7-3 network administration center supervisor’s user guide product release 2 • tabular format definition defines new tabular report formats and modifies existing ones. • graphic format definition defines new graphic report formats and modifies existing ones. • form...
Page 90: Report Parameter Definition
Page grid 7-4 network report definition p0724352 standard 1.0 november 1994 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 fr...
Page 91
Page grid network report definition 7-5 network administration center supervisor’s user guide product release 2 figure 7-2 report parameter definition screen 12:00:00 report parameter definition [english ] report name : trunks busy reports use of name : in menus and on reports style : tabular format...
Page 92: Function Keys
Page grid 7-6 network report definition p0724352 standard 1.0 november 1994 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 rep...
Page 93
Page grid network report definition 7-7 network administration center supervisor’s user guide product release 2 • 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. • d...
Page 94: Fields
Page grid 7-8 network report definition p0724352 standard 1.0 november 1994 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 charac...
Page 95
Page grid network report definition 7-9 network administration center supervisor’s user guide product release 2 relative time specifies the timing of the report as the time for each node or the nac. This field appears when “interval“ is selected for the time frame field. It is offered because the ne...
Page 96
Page grid 7-10 network report definition p0724352 standard 1.0 november 1994 when a value for this field is selected, the group by field is automatically filled with “destination node”, “source node”, or “unit”, as appropriate. In addition, when the report is queried by unit, the and by field is aut...
Page 97
Page grid network report definition 7-11 network administration center supervisor’s user guide product release 2 interval specifies the interval(s) to be used to collect data for the report. Each day is divided into 48 thirty-minute intervals. The first interval begins at 00:00, the next at 00:30, a...
Page 98
Page grid 7-12 network report definition p0724352 standard 1.0 november 1994 day specifies the day(s) to be used to collect data for the report. Each day begins at 00:00 and ends at 24:00. A report cannot contain data for the current day until the day has ended. However, reports can contain data for...
Page 99
Page grid network report definition 7-13 network administration center supervisor’s user guide product release 2 week specifies the week(s) to be used to collect data for the report. A week is seven days. The network administrator can specify the first day of the week using the function described in...
Page 100
Page grid 7-14 network report definition p0724352 standard 1.0 november 1994 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, en...
Page 101
Page grid network report definition 7-15 network administration center supervisor’s user guide product release 2 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 fi...
Page 102
Page grid 7-16 network report definition p0724352 standard 1.0 november 1994 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 overf...
Page 103
Page grid network report definition 7-17 network administration center supervisor’s user guide product release 2 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 examp...
Page 104: Tabular Format Definition
Page grid 7-18 network report definition p0724352 standard 1.0 november 1994 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 de...
Page 105: Function Keys
Page grid network report definition 7-19 network administration center supervisor’s user guide product release 2 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) ...
Page 106
Page grid 7-20 network report definition p0724352 standard 1.0 november 1994 • 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 i...
Page 107: Fields
Page grid network report definition 7-21 network administration center supervisor’s user guide product release 2 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 ...
Page 108
Page grid 7-22 network report definition p0724352 standard 1.0 november 1994 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 rep...
Page 109: Completing The Columns
Page grid network report definition 7-23 network administration center supervisor’s user guide product release 2 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...
Page 110
Page grid 7-24 network report definition p0724352 standard 1.0 november 1994 3 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 ...
Page 111
Page grid network report definition 7-25 network administration center supervisor’s user guide product release 2 6 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...
Page 112
Page grid 7-26 network report definition p0724352 standard 1.0 november 1994 figure 7-5 complete tabular format definition screen 10 20 30 40 50 60 70 12:00:00 tabular format definition [english ] statistics group : destination acd–dn statistics format title : sample format custom headings (below) &...
Page 113
Page grid network report definition 7-27 network administration center supervisor’s user guide product release 2 7 in the time frames field, choose “day” from the [options] menu. The day field is displayed under report ranges. 8 in the nodes to query field, choose “ by destination node” from the [op...
Page 114
Page grid 7-28 network report definition p0724352 standard 1.0 november 1994 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 selec...
Page 115
Page grid network report definition 7-29 network administration center supervisor’s user guide product release 2 — number answered in category 8 — number answered in category 9 — number answered in category 10 9 select these 10 fields so they also appear in the column selection area. 10 if an incorr...
Page 116
Page grid 7-30 network report definition p0724352 standard 1.0 november 1994 follow this procedure to define the parameters: 1 choose “network report definition” from the main menu. The network report definition submenu is displayed. 2 choose “report parameter definition” from the submenu. The repor...
Page 117: Graphic Format Definition
Page grid network report definition 7-31 network administration center supervisor’s user guide product release 2 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 ...
Page 118: Graph Terminology
Page grid 7-32 network report definition p0724352 standard 1.0 november 1994 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 n u m b e r o f c a l l s acd-dns call treatment chart interval:...
Page 119: Describing The Screen
Page grid network report definition 7-33 network administration center supervisor’s user guide product release 2 describing the screen different fields appear on the screen depending on the entries which are made. Figure 7-8 entering graphic format definition screen 12:00:00 graphic format definitio...
Page 120: Function Keys
Page grid 7-34 network report definition p0724352 standard 1.0 november 1994 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 re...
Page 121
Page grid network report definition 7-35 network administration center supervisor’s user guide product release 2 • 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 disp...
Page 122: Fields
Page grid 7-36 network report definition p0724352 standard 1.0 november 1994 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 ...
Page 123
Page grid network report definition 7-37 network administration center supervisor’s user guide product release 2 this is an optional field. However, interpretation of the graph is made simpler with its inclusion. The data axis title is “number of calls” in figure 7-7. This field does not appear for ...
Page 124
Page grid 7-38 network report definition p0724352 standard 1.0 november 1994 the legend keys are distinguished on the graph by different colors, shading, or types of lines. Up to seven colors, or shades can be used. Up to six types of patterns are also available. The available colors and patterns de...
Page 125
Page grid network report definition 7-39 network administration center supervisor’s user guide product release 2 8 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. 9 in the legend key field, choose “data e...
Page 126
Page grid 7-40 network report definition p0724352 standard 1.0 november 1994 figure 7-9 completed graphic format definition screen 12:00:00 graphic format definition [english ] statistics group: destination acd-dn statistics type of chart : vertical clustered bar graph title : answering spectrum dat...
Page 127
Page grid network report definition 7-41 network administration center supervisor’s user guide product release 2 follow this procedure to define the parameters: 1 choose “network report definition” from the main menu. The network report parameter definition submenu appears. 2 choose “report paramete...
Page 128
Page grid 7-42 network report definition p0724352 standard 1.0 november 1994 figure 7-10 final graph 04/21/95 19:31:21 page 1 of 10 number of calls 2000 2100 0 10 20 30 40 50 60 70 80 90 100 destination acd–dn É É É É É É É ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÇÇ ÉÉ ÉÉ ÉÉ ÉÉ ÉÉ É...
Page 129: Formula Definition
Page grid network report definition 7-43 network administration center supervisor’s user guide product release 2 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...
Page 130: Function Keys
Page grid 7-44 network report definition p0724352 standard 1.0 november 1994 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 repor...
Page 131
Page grid network report definition 7-45 network administration center supervisor’s user guide product release 2 • 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 t...
Page 132
Page grid 7-46 network report definition p0724352 standard 1.0 november 1994 ans category 5 max ans category 6 max ans category 7 max ans category 8 max ans category 9 max ans category 10 max this compares the value of the ans category 1 field with the value of the ans category 2 field. The result o...
Page 133: Fields
Page grid network report definition 7-47 network administration center supervisor’s user guide product release 2 insert=overwrite replaces the variable, constant, or operator in the selection bar with a different entry. When this command is selected, the selection bar in the calculation field remain...
Page 134
Page grid 7-48 network report definition p0724352 standard 1.0 november 1994 • 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 ...
Page 135
Page grid network report definition 7-49 network administration center supervisor’s user guide product release 2 in graphs provides a short name for the formula to appear in the labels of graphic reports. The maximum number of characters is 12. Calculation defines the arithmetic formula. This field ...
Page 136: Rules For Rpn
Page grid 7-50 network report definition p0724352 standard 1.0 november 1994 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. 1 an rpn equation is create...
Page 137
Page grid network report definition 7-51 network administration center supervisor’s user guide product release 2 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. ...
Page 138
Page grid 7-52 network report definition p0724352 standard 1.0 november 1994 2 3 + 4 * 2 3 + p 4 * step 2 the first operator, +, adds the two previous values, 3 and 2, for a sum of 5. Example 1 (2+3)*4 5 2 3 + p 4 * p 5 4 20 step 3 the next operator, *, multiplies the previous two values, 4 and 5, f...
Page 139: 100
Page grid network report definition 7-53 network administration center supervisor’s user guide product release 2 1 2 + p 7 + p 3 2 + p 5 3 + p * / 100 * example 2 ((1+2+7) /((3+2)*(5+3)))*100 3 7 5 8 10 1 2 + p 7 + 3 2 + 5 3 + * / 100 * 3 step 1 the first operator adds 2 to 1, for a sum of 3. 1 2 + ...
Page 140: 100
Page grid 7-54 network report definition p0724352 standard 1.0 november 1994 1 2 + p 7 + p 3 2 + p 5 3 + p * p / p 100 * p example 2 (continued) ((1+2+7) /((3+2)*(5+3)))*100 3 7 5 8 10 40 .25 100 25 1 2 + p 7 + p 3 2 + p 5 3 + p * p / p 100 * 3 7 5 8 10 40 .25 step 6 the next operator divides 10 by ...
Page 141
Page grid network report definition 7-55 network administration center supervisor’s user guide product release 2 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 ...
Page 142
Page grid 7-56 network report definition p0724352 standard 1.0 november 1994 editing the formula 1 select the calculation field, and press [change field] to enter the formula. 2 select “ num qof calls” from the menu of available data fields. 3 select “ calls answered”. 4 select “ calls abandoned”. 5...
Page 143: Example 3
Page grid network report definition 7-57 network administration center supervisor’s user guide product release 2 note: in this example, a p has been placed beside the operators that have already been used in each step of the equation. This signifies which operators have been used. Example 3 calls an...
Page 144: Spectrum Definition
Page grid 7-58 network report definition p0724352 standard 1.0 november 1994 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 t...
Page 145: Function Keys
Page grid network report definition 7-59 network administration center supervisor’s user guide product release 2 figure 7-12 spectrum definition screen 12:00:00 spectrum definition answering delay spectrum abandoning delay spectrum number of categories : 10 number of categories : 10 from to from to ...
Page 146: Fields
Page grid 7-60 network report definition p0724352 standard 1.0 november 1994 • 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 des...
Page 147
Page grid network report definition 7-61 network administration center supervisor’s user guide product release 2 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. Whe...
Page 148
Page grid 7-62 network report definition p0724352 standard 1.0 november 1994 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 (inclu...
Page 149: Report Preview
Page grid network administration center supervisor’s user guide product release 2 8-1 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 ...
Page 150: Function Keys
Page grid 8-2 report preview p0724352 standard 1.0 november 1994 figure 8-1 previewing tabular report 12:00:00 tabular report preview summarized acd–dn performance report interval report northern telecom date: 11/15/96 time: 11:20:45 intervals: all days: all relative time zone: node acd–dn intvl ––q...
Page 151
Page grid report preview 8-3 network administration center supervisor’s user guide product release 2 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...
Page 152: Network System Reports
Page grid network administration center supervisor’s user guide product release 2 9-1 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 repo...
Page 153: Function Keys
Page grid 9-2 network system reports p0724352 standard 1.0 november 1994 figure 9-1 network system reports screen 12:00:00 network system reports report type: network definition database report help = help pf1 commands = pf2 = options remove erase field = function keys help=help provides information...
Page 154: Fields
Page grid network system reports 9-3 network administration center supervisor’s user guide product release 2 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...
Page 155
Page grid 9-4 network system reports p0724352 standard 1.0 november 1994 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...
Page 156: Personnel Database Report
Page grid network system reports 9-5 network administration center supervisor’s user guide product release 2 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 featu...
Page 157
Page grid 9-6 network system reports p0724352 standard 1.0 november 1994 figure 9-3 personnel serial number database report personnel serial number database report page 1 northern telecom date: 03/11/96 time: 10:40 personnel employee comment serial name number ––––––––––––––––––––––––––––––– 1 a. Ro...
Page 158: Supervisor Database Report
Page grid network system reports 9-7 network administration center supervisor’s user guide product release 2 supervisor database report the supervisor database report prints the information stored in the supervisor database. This information is entered through the supervisor definition feature, defi...
Page 159
Page grid 9-8 network system reports p0724352 standard 1.0 november 1994 figure 9-4 network supervisor database report network supervisor database report page 1 northern telecom date: 03/11/96 time: 10:41 ============================================================================== network supervis...
Page 160: Nacd-Dn/cdn Database Report
Page grid network system reports 9-9 network administration center supervisor’s user guide product release 2 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 f...
Page 161
Page grid 9-10 network system reports p0724352 standard 1.0 november 1994 figure 9-5 network acd-dn/cdn database report network acd-dn/cdn database report page 1 northern telecom date: 03/11/96 time: 10:41 node-acd-dn/cdn acd–dn/cdn name threshold number 111– 8850 customer service 1 222– 8900 sales ...
Page 162
Page grid network system reports 9-11 network administration center supervisor’s user guide product release 2 threshold definition database report the threshold definition database report prints the information contained in the threshold definition database. This information is entered through the t...
Page 163
Page grid 9-12 network system reports p0724352 standard 1.0 november 1994 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 t...
Page 164: Remote Supervisor Login
Page grid network administration center supervisor’s user guide product release 2 10-1 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...
Page 165: Function Keys
Page grid 10-2 remote supervisor login p0724352 standard 1.0 november 1994 figure 10-1 remote supervisor login-remote site pop-up window select a remote site: 12:00:00 supervisor 1000 1. Profile maintenance 2. Queue statistics display 3. Position status display 4. Network report d 5. Report preview ...
Page 166
Page grid remote supervisor login 10-3 network administration center supervisor’s user guide product release 2 2 use the arrow keys to move the cursor to a desired entry and press {return}. A message, similar to the one shown in figure 10-2, is displayed if the selected meridian max node is directly...
Page 167: Logging Out of A Remote Site
Page grid 10-4 remote supervisor login p0724352 standard 1.0 november 1994 figure 10-2 remote supervisor login message (direct connection) 12:00:00 supervisor 1000 1. Profile maintenance 2. Queue statistics display the nac is connecting to the max node: toronto please wait... While connected to the ...
Page 168: Standard Management Reports
Page grid network administration center supervisor’s user guide product release 2 11-1 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 th...
Page 169: Disclaimer
Page grid 11-2 standard management reports p0724352 standard 1.0 november 1994 • 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, describ...
Page 170: Title Page
Page grid standard management reports 11-3 network administration center supervisor’s user guide product release 2 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 see...
Page 171
Page grid 11-4 standard management reports p0724352 standard 1.0 november 1994 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 perfor...
Page 172
Page grid standard management reports 11-5 network administration center supervisor’s user guide product release 2 figure 11-2 summarized acd-dn performance report summarized acd-dn performance interval report abc corporation date: 04/20/96 time:11:33:14 intervals: 10:30 .. 11:00 day: 04/18/96 relat...
Page 173
Page grid 11-6 standard management reports p0724352 standard 1.0 november 1994 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 percent...
Page 174: Interpreting The Report
Page grid standard management reports 11-7 network administration center supervisor’s user guide product release 2 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 ac...
Page 175
Page grid 11-8 standard management reports p0724352 standard 1.0 november 1994 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 field...
Page 176
Page grid standard management reports 11-9 network administration center supervisor’s user guide product release 2 figure 11-3 acd-dn delay before answering report acd-dn delay before answering report interval report abc corporation date: 04/20/96 time:15:39:33 intervals: 14:00 .. 15:00 day: 04/19/9...
Page 177: Interpreting The Report
Page grid 11-10 standard management reports p0724352 standard 1.0 november 1994 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 ag...
Page 178
Page grid standard management reports 11-11 network administration center supervisor’s user guide product release 2 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 calle...
Page 179
Page grid 11-12 standard management reports p0724352 standard 1.0 november 1994 figure 11-4 acd-dn delay before abandoning report acd-dn delay before abandoning report daily report abc corporation date: 04/20/96 time:20:40:12 days: 04/13/96 .. 04/19/96 relative time zone: nac acd-dn day calls ---per...
Page 180: Interpreting The Report
Page grid standard management reports 11-13 network administration center supervisor’s user guide product release 2 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 aba...
Page 181: All Trunks Busy Report
Page grid 11-14 standard management reports p0724352 standard 1.0 november 1994 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 int...
Page 182
Page grid standard management reports 11-15 network administration center supervisor’s user guide product release 2 figure 11-5 all trunks busy report all trunks busy report daily report page 1 abc corporation date: 04/15/96 time: 08:07:33 days: 04/08/96 .. 04/13/96 relative time zone: node rout e n...
Page 183: Interpreting The Report
Page grid 11-16 standard management reports p0724352 standard 1.0 november 1994 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 we...
Page 184
Page grid standard management reports 11-17 network administration center supervisor’s user guide product release 2 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...
Page 185
Page grid 11-18 standard management reports p0724352 standard 1.0 november 1994 figure 11-6 acd-dn by route performance report acd-dn by route performance report interval report page 1 abc corporation date: 04/20/96 time: 20:14:32 interval: 08:00 - 09:30 day: 04/20/96 ac d dn intvl route calls offrd...
Page 186
Page grid standard management reports 11-19 network administration center supervisor’s user guide product release 2 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 ...
Page 187: Interpreting The Report
Page grid 11-20 standard management reports p0724352 standard 1.0 november 1994 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 show...
Page 188
Page grid standard management reports 11-21 network administration center supervisor’s user guide product release 2 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...
Page 189
Page grid 11-22 standard management reports p0724352 standard 1.0 november 1994 figure 11-7 route by acd-dn performance report route by acd-dn performance report interval report page 1 abc corporation date: 04/20/96 time: 20:15:37 interval: 08:00 - 09:30 day: 04/20/96 route call s offr d ccs srv lvl...
Page 190
Page grid standard management reports 11-23 network administration center supervisor’s user guide product release 2 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 ...
Page 191: Interpreting The Report
Page grid 11-24 standard management reports p0724352 standard 1.0 november 1994 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 sh...
Page 192: Dnis Performance Report
Page grid standard management reports 11-25 network administration center supervisor’s user guide product release 2 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...
Page 193
Page grid 11-26 standard management reports p0724352 standard 1.0 november 1994 figure 11-8 dnis performance report dnis performance report interval report page 1 abc corporation date: 03/21/96 time: 16:04:03 intervals: 14:00 day: 03/21/96 dnis nmb r dnis identifier intvl call s answ d avg ans w dly...
Page 194: Interpreting The Report
Page grid standard management reports 11-27 network administration center supervisor’s user guide product release 2 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 ...
Page 195
Page grid 11-28 standard management reports p0724352 standard 1.0 november 1994 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...
Page 196
Page grid standard management reports 11-29 network administration center supervisor’s user guide product release 2 figure 11-9 acd-dn by activity code report acd–dn by activity code report interval report page 1 abc corporation date: 04/15/96 time: 08:09:22 interval: 08:00 .. 14:00 day: 04/13/96 re...
Page 197: Interpreting The Report
Page grid 11-30 standard management reports p0724352 standard 1.0 november 1994 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...
Page 198
Page grid standard management reports 11-31 network administration center supervisor’s user guide product release 2 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 ...
Page 199
Page grid 11-32 standard management reports p0724352 standard 1.0 november 1994 figure 11-10 activity code by acd-dn report activity code by acd–dn report interval report page 1 abc corporation date: 04/15/96 time: 08:14:03 intervals: 08:00 .. 11:00 day: 04/14/96 relative to time zone: nac activity ...
Page 200: Interpreting The Report
Page grid standard management reports 11-33 network administration center supervisor’s user guide product release 2 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 ...
Page 201
Page grid 11-34 standard management reports p0724352 standard 1.0 november 1994 network trunk utilization report the network trunk utilization report describes general trunk usage for incoming and outgoing network calls. The key fields are route, trunk, acd-dn number, and base time unit..
Page 202
Page grid standard management reports 11-35 network administration center supervisor’s user guide product release 2 figure 11-11 network trunk utilization report network trunk utilization report interval report page 1 abc corporation date: 04/20/96 time: 20:14:32 intervals: all days: all route trunk...
Page 203: Interpreting The Report
Page grid 11-36 standard management reports p0724352 standard 1.0 november 1994 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 se...
Page 204: Diverted Call Profile Report
Page grid standard management reports 11-37 network administration center supervisor’s user guide product release 2 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 lo...
Page 205
Page grid 11-38 standard management reports p0724352 standard 1.0 november 1994 figure 11-12 diverted call profile report diverted call profile report weekly report page 1 abc corporation date: 09/19/96 time: 16:29:24 weeks: 03/16/96 relative to time zone: node sourc e acd– dn destination node/acd–d...
Page 206
Page grid standard management reports 11-39 network administration center supervisor’s user guide product release 2 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...
Page 207: Interpreting The Report
Page grid 11-40 standard management reports p0724352 standard 1.0 november 1994 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...
Page 208
Page grid standard management reports 11-41 network administration center supervisor’s user guide product release 2 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 d...
Page 209
Page grid 11-42 standard management reports p0724352 standard 1.0 november 1994 figure 11-13 target acd-dn calls profile report target acd–dn calls profile report interval report page 9 abc corporation date: 09/19/96 time: 16:30:15 intervals: all days: all relative to time zone: nac destination acd–...
Page 210
Page grid standard management reports 11-43 network administration center supervisor’s user guide product release 2 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 answer...
Page 211: Interpreting The Report
Page grid 11-44 standard management reports p0724352 standard 1.0 november 1994 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 provide...
Page 212
Page grid standard management reports 11-45 network administration center supervisor’s user guide product release 2 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 p...
Page 213
Page grid 11-46 standard management reports p0724352 standard 1.0 november 1994 figure 11-14 network acd-dn performance report network acd–dn performance report interval report page 1 abc corporation date: 09/19/96 time: 16:30:15 interval: 15:00 day: 03/16/96 relative time zone: node acd–dn –––queue...
Page 214
Page grid standard management reports 11-47 network administration center supervisor’s user guide product release 2 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...
Page 215: Interpreting The Report
Page grid 11-48 standard management reports p0724352 standard 1.0 november 1994 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...
Page 216: Ran Route Report
Page grid standard management reports 11-49 network administration center supervisor’s user guide product release 2 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 depen...
Page 217
Page grid 11-50 standard management reports p0724352 standard 1.0 november 1994 figure 11-15 ran route report ran route report daily report page 1 abc corporation date: 04/20/96 time: 20:15:37 days: 03/17/96 .. 03/23/96 relative time zone: nac ran rout e day ran ac- cesses ran ccs 12 15 18 03/17/96 ...
Page 218
Page grid standard management reports 11-51 network administration center supervisor’s user guide product release 2 control dn performance report the control dn performance report is similar to the summarized acd-dn performance report. However, the primary difference is that it shows the traffic thr...
Page 219
Page grid 11-52 standard management reports p0724352 standard 1.0 november 1994 figure 11-16 control dn performance report control dn performance report interval report abc corporation date: 04/20/96 time:22:29:08 intervals: 08:00 .. 12:00 day: 04/18/96 relative time zone: nac destination node: 123 ...
Page 220
Page grid standard management reports 11-53 network administration center supervisor’s user guide product release 2 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) f...
Page 221
Page grid 11-54 standard management reports p0724352 standard 1.0 november 1994 busy the number of controlled calls that were given a “force busy” treatment by the ccr application plus the number of calls busied by the call ceiling. Dflt dn the number of calls that were directed to the default acd-d...
Page 222
Page grid standard management reports 11-55 network administration center supervisor’s user guide product release 2 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...
Page 223
Page grid 11-56 standard management reports p0724352 standard 1.0 november 1994 figure 11-17 cdn delay before answering report cdn delay before answering report interval report abc corporation date: 04/20/96 time:22:29:08 intervals: 08:00 .. 09:00 day: 04/07/96 relative time zone: nac cdn intvl call...
Page 224
Page grid standard management reports 11-57 network administration center supervisor’s user guide product release 2 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 t...
Page 225
Page grid 11-58 standard management reports p0724352 standard 1.0 november 1994 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 fie...
Page 226
Page grid standard management reports 11-59 network administration center supervisor’s user guide product release 2 figure 11-18 cdn delay before abandoning report cdn delay before abandoning report interval report abc corporation date: 04/20/96 time:22:29:08 intervals: 08:00 .. 09:00 day: 04/07/96 ...
Page 227
Page grid 11-60 standard management reports p0724352 standard 1.0 november 1994 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...
Page 228
Page grid standard management reports 11-61 network administration center supervisor’s user guide product release 2 cdn call answer breakdown report the cdn call answer breakdown report shows the traffic through the cdns and the answering acd-dns. This feature assumes that the answering acd-dn is al...
Page 229
Page grid 11-62 standard management reports p0724352 standard 1.0 november 1994 figure 11-19 control dn call answer breakdown report cdn call answer breakdown report interval report page 1 abc corporation date: 09/19/96 time: 16:30:15 intervals: 08:00 .. 9:00 day: 03/16/96 relative time zone: nac co...
Page 230
Page grid standard management reports 11-63 network administration center supervisor’s user guide product release 2 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 thi...
Page 231: Accessing This Feature
Page grid network administration center supervisor’s user guide product release 2 12-1 network configuration control the network configuration control feature is used to change the way calls are routed between the nacd-dns on the network. Changes can be implemented immediately, or handled automatica...
Page 232: Submenu
Page grid 12-2 network configuration control p0724352 standard 1.0 november 1994 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 12:00:00 network con...
Page 233: Menu Options
Page grid network configuration control 12-3 network administration center supervisor’s user guide product release 2 menu options exit returns the system to the main menu. Change network day routing tables adds, changes, or deletes entries to the day target table for each nacd queue. This table rout...
Page 234
Page grid 12-4 network configuration control p0724352 standard 1.0 november 1994 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....
Page 235
Page grid network configuration control 12-5 network administration center supervisor’s user guide product release 2 change network day routing tables the change network day routing tables feature allows changes to be made to the day target table for each nacd queue. This table is used to route inco...
Page 236: Function Keys
Page grid 12-6 network configuration control p0724352 standard 1.0 november 1994 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 con...
Page 237: Fields
Page grid network configuration control 12-7 network administration center supervisor’s user guide product release 2 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...
Page 238
Page grid 12-8 network configuration control p0724352 standard 1.0 november 1994 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 ...
Page 239
Page grid network configuration control 12-9 network administration center supervisor’s user guide product release 2 change network night routing tables the change network night routing tables feature allows changes to be made to the night target table for each nacd queue. This table is used to rout...
Page 240: Function Keys
Page grid 12-10 network configuration control p0724352 standard 1.0 november 1994 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 co...
Page 241: Fields
Page grid network configuration control 12-11 network administration center supervisor’s user guide product release 2 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 an...
Page 242
Page grid 12-12 network configuration control p0724352 standard 1.0 november 1994 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...
Page 243: Function Keys
Page grid network configuration control 12-13 network administration center supervisor’s user guide product release 2 view miscellaneous parameters the view miscellaneous parameters feature displays the network link status and meridian 1 configuration control link status for each defined node. Chang...
Page 244: Fields
Page grid 12-14 network configuration control p0724352 standard 1.0 november 1994 f10=display execution queue displays the current contents of the network configuration control execution request queue. This queue contains all requests for changes that have been made. Refer to the “execution queue” f...
Page 245
Page grid network configuration control 12-15 network administration center supervisor’s user guide product release 2 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...
Page 246: Function Keys
Page grid 12-16 network configuration control p0724352 standard 1.0 november 1994 figure 12-5 network configuration control—change orders 12:00:00 network configuration control – change orders [english ] change order name : change chicago day tables select the options to be included in the change or...
Page 247
Page grid network configuration control 12-17 network administration center supervisor’s user guide product release 2 • 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. • over...
Page 248: Fields
Page grid 12-18 network configuration control p0724352 standard 1.0 november 1994 f10=display execution queue displays the current contents of the network configuration control execution request queue. This queue contains all requests for changes that have been made. Refer to the “execution queue” f...
Page 249: View Transaction Log
Page grid network configuration control 12-19 network administration center supervisor’s user guide product release 2 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 line...
Page 250: Function Keys
Page grid 12-20 network configuration control p0724352 standard 1.0 november 1994 figure 12-6 configuration control–transaction log 12:00:00 configuration control – transaction log ––target–– time ––target–– time ––target–– time ––target–– time change: 9002 20 actual: 9002 20 *** day table change er...
Page 251: Execution Queue
Page grid network configuration control 12-21 network administration center supervisor’s user guide product release 2 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 th...
Page 252: Function Keys
Page grid 12-22 network configuration control p0724352 standard 1.0 november 1994 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 c...
Page 253: Accessing This Feature
Page grid network administration center supervisor’s user guide product release 2 13-1 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 featur...
Page 254: Ad Hoc Mode—Day Tables
Page grid 13-2 network configuration control ad hoc mode p0724352 standard 1.0 november 1994 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 displa...
Page 255: Function Keys
Page grid network configuration control ad hoc mode 13-3 network administration center supervisor’s user guide product release 2 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 e...
Page 256
Page grid 13-4 network configuration control ad hoc mode p0724352 standard 1.0 november 1994 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 highl...
Page 257
Page grid network configuration control ad hoc mode 13-5 network administration center supervisor’s user guide product release 2 f8=position status display toggles between the network acd-dn queue statistics display feature and the network position status counts display feature, without going throug...
Page 258: Ad Hoc Mode—Night Tables
Page grid 13-6 network configuration control ad hoc mode p0724352 standard 1.0 november 1994 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 di...
Page 259: Function Keys
Page grid network configuration control ad hoc mode 13-7 network administration center supervisor’s user guide product release 2 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 e...
Page 260
Page grid 13-8 network configuration control ad hoc mode p0724352 standard 1.0 november 1994 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 move...
Page 261
Page grid network configuration control ad hoc mode 13-9 network administration center supervisor’s user guide product release 2 f8=position status display toggles between the network acd-dn queue statistics display feature and the network position status counts display feature, without going throug...
Page 262
Page grid 13-10 network configuration control ad hoc mode p0724352 standard 1.0 november 1994 ad hoc mode—view miscellaneous parameters this features displays the network link status and meridian 1 configuration control link status for the configured node on the display. Changes cannot be made to th...
Page 263: Function Keys
Page grid network configuration control ad hoc mode 13-11 network administration center supervisor’s user guide product release 2 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 ...
Page 264
Page grid 13-12 network configuration control ad hoc mode p0724352 standard 1.0 november 1994 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 po...
Page 265
Page grid network configuration control ad hoc mode 13-13 network administration center supervisor’s user guide product release 2 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 di...
Page 266: List Management
Page grid network administration center supervisor’s user guide product release 2 14-1 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...
Page 267: Function Keys
Page grid 14-2 list management p0724352 standard 1.0 november 1994 figure 14-1 list management—initial screen 12:00:00 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=com...
Page 268
Page grid list management 14-3 network administration center supervisor’s user guide product release 2 • 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 mo...
Page 269: Fields
Page grid 14-4 list management p0724352 standard 1.0 november 1994 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 ...
Page 270
Page grid list management 14-5 network administration center supervisor’s user guide product release 2 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 va...
Page 271: Parameter Administration
Page grid network administration center supervisor’s user guide product release 2 15-1 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 ...
Page 272: Submenu
Page grid 15-2 parameter administration p0724352 standard 1.0 november 1994 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 12:00:00 supervisor 1000 1. Profile...
Page 273
Page grid parameter administration 15-3 network administration center supervisor’s user guide product release 2 time frames definition define the time frames used on reports. Threshold definition establishes the minimum standards of performance for the system’s operation. If these minimum standards ...
Page 274: Personnel File Definition
Page grid 15-4 parameter administration p0724352 standard 1.0 november 1994 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 12:00:00 p...
Page 275: Fields
Page grid parameter administration 15-5 network administration center supervisor’s user guide product release 2 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 o...
Page 276: Supervisor Definition
Page grid 15-6 parameter administration p0724352 standard 1.0 november 1994 supervisor definition the supervisor definition feature creates and modifies supervisor profiles. This feature must be used to change fields in the profiles not accessible from the regular supervisor’s profile maintenance re...
Page 277
Page grid parameter administration 15-7 network administration center supervisor’s user guide product release 2 • 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 th...
Page 278: Fields
Page grid 15-8 parameter administration p0724352 standard 1.0 november 1994 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 i...
Page 279
Page grid parameter administration 15-9 network administration center supervisor’s user guide product release 2 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 coun...
Page 280
Page grid 15-10 parameter administration p0724352 standard 1.0 november 1994 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 supervi...
Page 281
Page grid parameter administration 15-11 network administration center supervisor’s user guide product release 2 supervisor messaging indicates whether this network supervisor can access the supervisor messaging feature. Typically, all network supervisors have access to this feature. Tabular printer...
Page 282: Time Frames Definition
Page grid 15-12 parameter administration p0724352 standard 1.0 november 1994 time frames definition the time frames definition feature defines the shift, week, and period time frames used in the reports and schedules. A time frame represents the amount of time a report covers. Note: the time frames ...
Page 283: Function Keys
Page grid parameter administration 15-13 network administration center supervisor’s user guide product release 2 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 cha...
Page 284
Page grid 15-14 parameter administration p0724352 standard 1.0 november 1994 number of periods defines the number of periods to be defined. Up to 13 periods can be defined between january 1 and december 31. A period can be any length but at least one must be defined. Period name assigns a name to th...
Page 285: Threshold Definition
Page grid parameter administration 15-15 network administration center supervisor’s user guide product release 2 threshold definition the threshold definition feature defines the minimum performance objectives for each nacd-dn and cdn. If a threshold is reached or exceeded, the statistics are highli...
Page 286: Function Keys
Page grid 15-16 parameter administration p0724352 standard 1.0 november 1994 figure 15-5 threshold definition screen 12:00:00 threshold definition threshold average min. Svc. Calls waiting time–overflow number delay level % direct virtual calls waiting 1 1 2 3 4 5 2 10 10 10 10 10 3 15 15 15 15 15 4...
Page 287: Fields
Page grid parameter administration 15-17 network administration center supervisor’s user guide product release 2 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 ...
Page 288
Page grid 15-18 parameter administration p0724352 standard 1.0 november 1994 min. Svc. Level % provides the smallest percentage of calls which must be answered or abandoned before the average delay time is passed. When this minimum service level percentage is reached, the service level % field is hi...
Page 289: Network Definition
Page grid parameter administration 15-19 network administration center supervisor’s user guide product release 2 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 ...
Page 290: Fields
Page grid 15-20 parameter administration p0724352 standard 1.0 november 1994 • 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 ...
Page 291
Page grid parameter administration 15-21 network administration center supervisor’s user guide product release 2 release number identifies the software release level of the network node. The contents of the field are obtained during network initialization and cannot be changed. If the system fails t...
Page 292: Display Nacd-Dn Selection
Page grid 15-22 parameter administration p0724352 standard 1.0 november 1994 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: • que...
Page 293: Function Keys
Page grid parameter administration 15-23 network administration center supervisor’s user guide product release 2 figure 15-7 display nacd-dn selection screen 12:00:00 display nacd-dn selection node-acd-dn avg svc calls calls calls –––time–overflow–––– delay lvl aband answd waiting in out wait % dir ...
Page 294: Fields
Page grid 15-24 parameter administration p0724352 standard 1.0 november 1994 • 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...
Page 295
Page grid parameter administration 15-25 network administration center supervisor’s user guide product release 2 • 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 ...
Page 296
Page grid 15-26 parameter administration p0724352 standard 1.0 november 1994 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 appe...
Page 297: Display Cdn Selection
Page grid parameter administration 15-27 network administration center supervisor’s user guide product release 2 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 dis...
Page 298: Function Keys
Page grid 15-28 parameter administration p0724352 standard 1.0 november 1994 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 para...
Page 299: Fields
Page grid parameter administration 15-29 network administration center supervisor’s user guide product release 2 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 thi...
Page 300
Page grid 15-30 parameter administration p0724352 standard 1.0 november 1994 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....
Page 301
Page grid parameter administration 15-31 network administration center supervisor’s user guide product release 2 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 ...
Page 302: Nacd-Dn/cdn Definition
Page grid 15-32 parameter administration p0724352 standard 1.0 november 1994 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 thresh...
Page 303: Fields
Page grid parameter administration 15-33 network administration center supervisor’s user guide product release 2 • 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=opt...
Page 304: Language Options
Page grid 15-34 parameter administration p0724352 standard 1.0 november 1994 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...
Page 305: Fields
Page grid parameter administration 15-35 network administration center supervisor’s user guide product release 2 • 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=opt...
Page 306: Miscellaneous Options
Page grid 15-36 parameter administration p0724352 standard 1.0 november 1994 miscellaneous options the miscellaneous options feature provides several system options not included in other parameter administration features. Figure 15-11 miscellaneous options screen 12:00:00 miscellaneous options custo...
Page 307: Fields
Page grid parameter administration 15-37 network administration center supervisor’s user guide product release 2 pf1=select no command removes the commands pop-up window from the screen. Pf2=options displays a description or list of valid entries for the field. Pf2=remove options pop-up removes the ...
Page 308
Page grid 15-38 parameter administration p0724352 standard 1.0 november 1994 graphic printer provides the destination for all scheduled graphic reports with an output device field set to “default printer”. This is only applied if the printer is not already defined in the supervisor profile. Nac to n...
Page 309: Schedule Definition
Page grid network administration center supervisor’s user guide product release 2 16-1 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 netwo...
Page 310: Function Keys
Page grid 16-2 schedule definition p0724352 standard 1.0 november 1994 figure 16-1 schedule definition screen 12:00:00 schedule definition [english] schedule name : chicago loads date selections time selections date (mm/dd) : end of each interval : end of each shift : start of each week : * start of...
Page 311
Page grid schedule definition 16-3 network administration center supervisor’s user guide product release 2 • 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 info...
Page 312: Fields
Page grid 16-4 schedule definition p0724352 standard 1.0 november 1994 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 u...
Page 313
Page grid schedule definition 16-5 network administration center supervisor’s user guide product release 2 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 re...
Page 314: Schedule Definition
Page grid 16-6 schedule definition p0724352 standard 1.0 november 1994 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 ...
Page 315: Function Keys
Page grid schedule definition 16-7 network administration center supervisor’s user guide product release 2 figure 16-2 schedule definition — attached reports screen 12:00:00 schedule definition – attached reports schedule name : east–west comparisons scheduled reports copies west coast acd–dn perfor...
Page 316
Page grid 16-8 schedule definition p0724352 standard 1.0 november 1994 • 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...
Page 317: Fields
Page grid schedule definition 16-9 network administration center supervisor’s user guide product release 2 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 t...
Page 318
Page grid 16-10 schedule definition p0724352 standard 1.0 november 1994 follow this procedure to attach multiple reports to the schedule: 1 press [commands] on the main schedule definition screen or the schedule definition–attached change order screen. The commands pop-up window appears. 2 select th...
Page 319: Schedule Definition
Page grid schedule definition 16-11 network administration center supervisor’s user guide product release 2 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 ...
Page 320: Function Keys
Page grid 16-12 schedule definition p0724352 standard 1.0 november 1994 figure 16-3 schedule definition-attached change orders 12:00:00 schedule definition – attached change orders schedule name : scheduled change orders change chicago day tables help=help pf1=commands pf2=options f6=add multiple ch...
Page 321
Page grid schedule definition 16-13 network administration center supervisor’s user guide product release 2 • 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 inf...
Page 322: Fields
Page grid 16-14 schedule definition p0724352 standard 1.0 november 1994 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 ...
Page 323
Page grid schedule definition 16-15 network administration center supervisor’s user guide product release 2 2 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...
Page 324: Supervisor Messaging
Page grid network administration center supervisor’s user guide product release 2 17-1 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 featur...
Page 325: Message Indicator
Page grid 17-2 supervisor messaging p0724352 standard 1.0 november 1994 message indicator figure 17-1 shows the message indicator, which informs the network supervisor that a message has been received. This indicator remains on the screen as long as there is an unread message. It is removed as soon ...
Page 326: Supervisor Messaging
Page grid supervisor messaging 17-3 network administration center supervisor’s user guide product release 2 supervisor messaging — initial screen the initial supervisor messaging feature lists all unread new messages. The feature also provides access to options to read, compose and send messages. Th...
Page 327: Fields
Page grid 17-4 supervisor messaging p0724352 standard 1.0 november 1994 • 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. R...
Page 328
Page grid supervisor messaging 17-5 network administration center supervisor’s user guide product release 2 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 del...
Page 329: Read Message
Page grid 17-6 supervisor messaging p0724352 standard 1.0 november 1994 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 messa...
Page 330: Function Keys
Page grid supervisor messaging 17-7 network administration center supervisor’s user guide product release 2 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 i...
Page 331: Fields
Page grid 17-8 supervisor messaging p0724352 standard 1.0 november 1994 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 stat...
Page 332: Read Previous Message
Page grid supervisor messaging 17-9 network administration center supervisor’s user guide product release 2 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. A...
Page 333: Fields
Page grid 17-10 supervisor messaging p0724352 standard 1.0 november 1994 • 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 ...
Page 334: Compose Message
Page grid supervisor messaging 17-11 network administration center supervisor’s user guide product release 2 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 t...
Page 335: Function Keys
Page grid 17-12 supervisor messaging p0724352 standard 1.0 november 1994 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....
Page 336: Fields
Page grid supervisor messaging 17-13 network administration center supervisor’s user guide product release 2 pf1=select no command removes the command 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 destinatio...
Page 337: Sending A Broadcast Message
Page grid 17-14 supervisor messaging p0724352 standard 1.0 november 1994 8 press [end editing] to end the editing session. 9 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 messag...
Page 338: Incoming Supervisor Messages
Page grid supervisor messaging 17-15 network administration center supervisor’s user guide product release 2 incoming supervisor messages the incoming supervisor messages feature views, stores, deletes, releases and holds incoming supervisor messages. Up to 19 incoming messages can be stored. Once t...
Page 339: Function Keys
Page grid 17-16 supervisor messaging p0724352 standard 1.0 november 1994 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....
Page 340: Outgoing Supervisor Messages
Page grid supervisor messaging 17-17 network administration center supervisor’s user guide product release 2 outgoing supervisor messages the outgoing supervisor messages feature views, stores, deletes, releases and holds outgoing supervisor messages. Up to 19 outgoing messages can be stored. Once t...
Page 341: Function Keys
Page grid 17-18 supervisor messaging p0724352 standard 1.0 november 1994 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....
Page 342: Fields
Page grid supervisor messaging 17-19 network administration center supervisor’s user guide product release 2 pf2=remove options pop-up closes the options window. Fields there are no fields on this screen..
Page 343: Overview
Page grid network administration center supervisor’s user guide product release 2 18-1 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 ente...
Page 344: Supervisor Workstations
Page grid 18-2 international language support p0724352 standard 1.0 november 1994 supervisor workstations all of the supervisor workstations, except the dec vt220, provide full international support. The dec vt220 provides partial international support by utilizing the terminal’s dec multinational c...
Page 345: Configuring Languages
Page grid international language support 18-3 network administration center supervisor’s user guide product release 2 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 adminis...
Page 346: Multiple Language Strings
Page grid 18-4 international language support p0724352 standard 1.0 november 1994 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 defin...
Page 347: Single Language Strings
Page grid international language support 18-5 network administration center supervisor’s user guide product release 2 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...
Page 348: Reports
Page grid 18-6 international language support p0724352 standard 1.0 november 1994 reports all printed and displayed reports support each of the languages installed on the system. This includes the tabular and graphical reports. Multilingual support for tabular reports, the report title and column he...
Page 349: Entering Characters
Page grid international language support 18-7 network administration center supervisor’s user guide product release 2 entering characters any international characters available on language specific keyboards may be entered as part of textual input in the various screens. Some international character...
Page 350: –
Page grid 18-8 international language support p0724352 standard 1.0 november 1994 table 18-3 international characters for dec vt220, dec vt420, and a pc running reflection 4+ character name compose sequence, followed by ¡ inverted exclamation !! ¢ cent sign c/ £ pound sign l= ¤ currency sign xo ¥ ye...
Page 351: ’
Page grid international language support 18-9 network administration center supervisor’s user guide product release 2 table 18-3 (continued) international characters for dec vt220, dec vt420, and a pc running reflection 4+ character name compose sequence, followed by ’ apostrophe ’ space µ micro sig...
Page 352
Page grid 18-10 international language support p0724352 standard 1.0 november 1994 table 18-3 (continued) international characters for dec vt220, dec vt420, and a pc running reflection 4+ character compose sequence, followed by name Ä capital a with diaeresis ¨a Å capital a with ring above a _ (degr...
Page 353
Page grid international language support 18-11 network administration center supervisor’s user guide product release 2 table 18-3 (continued) international characters for dec vt220, dec vt420, and a pc running reflection 4+ character compose sequence, followed by name Ú capital u with acute accent ’...
Page 354
Page grid 18-12 international language support p0724352 standard 1.0 november 1994 table 18-3 (continued) international characters for dec vt220, dec vt420, and a pc running reflection 4+ character compose sequence, followed by name Í lowercase i with acute accent ’i Î lowercase i with circumflex ^i...
Page 355: Statistics Groups
Page grid network administration center supervisor’s user guide product release 2 19-1 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 an...
Page 356
Page grid 19-2 statistics groups p0724352 standard 1.0 november 1994 the statistics groups are presented in tables in this chapter in the following order: • destination acd-dn statistics table 19-1 • overflow statistics table 19-2 • route statistics table 19-3 • trunk statistics table 19-4 • dnis st...
Page 357
Page grid statistics groups 19-3 network administration center supervisor’s user guide product release 2 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 th...
Page 358
Page grid 19-4 statistics groups p0724352 standard 1.0 november 1994 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 a...
Page 359
Page grid statistics groups 19-5 network administration center supervisor’s user guide product release 2 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 aft...
Page 360
Page grid 19-6 statistics groups p0724352 standard 1.0 november 1994 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 t...
Page 361
Page grid statistics groups 19-7 network administration center supervisor’s user guide product release 2 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 ...
Page 362
Page grid 19-8 statistics groups p0724352 standard 1.0 november 1994 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...
Page 363
Page grid statistics groups 19-9 network administration center supervisor’s user guide product release 2 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 feat...
Page 364
Page grid 19-10 statistics groups p0724352 standard 1.0 november 1994 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 fo...
Page 365
Page grid statistics groups 19-11 network administration center supervisor’s user guide product release 2 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 ...
Page 366
Page grid 19-12 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 15. Number of non-activity code calls non accnt calls non activity the number of calls handled by this acd-dn for wh...
Page 367
Page grid statistics groups 19-13 network administration center supervisor’s user guide product release 2 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 qof calls num qof clls the nu...
Page 368
Page grid 19-14 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 23. Number of dn calls transferred dn calls xferd dn xfered the number of dn calls transferred by agents of this acd...
Page 369
Page grid statistics groups 19-15 network administration center supervisor’s user guide product release 2 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 del ran 1&2 both rans despite the na...
Page 370
Page grid 19-16 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 29. Average abandoning delay avg abd del avg abd del this represents the average duration a caller to this acd-dn sp...
Page 371
Page grid statistics groups 19-17 network administration center supervisor’s user guide product release 2 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 32. Maximum abandoning delay max abd del max abd del this represents the maximum...
Page 372
Page grid 19-18 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 35. Average post call processing time avg not rdy time avg not rdy this is the average duration per call that the ag...
Page 373
Page grid statistics groups 19-19 network administration center supervisor’s user guide product release 2 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 38. Average dn call time avg dn time avg dn time this is the average duration pe...
Page 374
Page grid 19-20 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 41. Average time spent on hold avg hold time avg hold this is the average duration that a caller to this acd-dn spen...
Page 375
Page grid statistics groups 19-21 network administration center supervisor’s user guide product release 2 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 44. Total not ready time total not ready time not rdy time this represents the t...
Page 376
Page grid 19-22 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 47. Total dn call time total dn time dn time this is the total duration of all calls that the agents of this acd-dn ...
Page 377
Page grid statistics groups 19-23 network administration center supervisor’s user guide product release 2 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 duratio...
Page 378
Page grid 19-24 statistics groups p0724352 standard 1.0 november 1994 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...
Page 379
Page grid statistics groups 19-25 network administration center supervisor’s user guide product release 2 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 percentag...
Page 380
Page grid 19-26 statistics groups p0724352 standard 1.0 november 1994 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 b...
Page 381
Page grid statistics groups 19-27 network administration center supervisor’s user guide product release 2 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 th...
Page 382
Page grid 19-28 statistics groups p0724352 standard 1.0 november 1994 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 b...
Page 383
Page grid statistics groups 19-29 network administration center supervisor’s user guide product release 2 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 ...
Page 384
Page grid 19-30 statistics groups p0724352 standard 1.0 november 1994 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 ...
Page 385
Page grid statistics groups 19-31 network administration center supervisor’s user guide product release 2 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 t...
Page 386
Page grid 19-32 statistics groups p0724352 standard 1.0 november 1994 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 ...
Page 387
Page grid statistics groups 19-33 network administration center supervisor’s user guide product release 2 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 81. Number answered in category 2 num answ cat2 num answ 2 this represents the a...
Page 388
Page grid 19-34 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 84. Number answered in category 5 num answ cat5 num answ 5 this represents the actual number of calls that were answ...
Page 389
Page grid statistics groups 19-35 network administration center supervisor’s user guide product release 2 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 87. Number answered in category 8 num answ cat8 num answ 8 this represents the a...
Page 390
Page grid 19-36 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 90. Number abandoned in category 1 num abnd cat1 num abnd 1 this represents the actual number of calls that were rec...
Page 391
Page grid statistics groups 19-37 network administration center supervisor’s user guide product release 2 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 93. Number abandoned in category 4 num abnd cat4 num abnd 4 this represents the ...
Page 392
Page grid 19-38 statistics groups p0724352 standard 1.0 november 1994 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 96. Number abandoned in category 7 num abnd cat7 num abnd 7 this represents the actual number of calls that were rec...
Page 393
Page grid statistics groups 19-39 network administration center supervisor’s user guide product release 2 table 19-1 destination acd-dn statistics fields menu # and entry column heading graph heading description formula 99. Number abandoned in category 10 num abnd ct10 num abnd 10 this represents th...
Page 394
Page grid 19-40 statistics groups p0724352 standard 1.0 november 1994 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 avg etof del avg etof del this represents the average duration exp...
Page 395
Page grid statistics groups 19-41 network administration center supervisor’s user guide product release 2 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...
Page 396: Overflow Statistics
Page grid 19-42 statistics groups p0724352 standard 1.0 november 1994 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, o...
Page 397
Page grid statistics groups 19-43 network administration center supervisor’s user guide product release 2 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 destinationacd-dn. Dst ans after thrsh the number of answer...
Page 398
Page grid 19-44 statistics groups p0724352 standard 1.0 november 1994 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 call...
Page 399
Page grid statistics groups 19-45 network administration center supervisor’s user guide product release 2 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 ca...
Page 400
Page grid 19-46 statistics groups p0724352 standard 1.0 november 1994 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 ...
Page 401: Overflow Statistics Fields
Page grid statistics groups 19-47 network administration center supervisor’s user guide product release 2 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 provid...
Page 402
Page grid 19-48 statistics groups p0724352 standard 1.0 november 1994 table 19-2 overflow statistics fields menu # and entry column heading graph heading description formula * destination node identifier dest node id dst node id the destination node id number (available with network acd option). * d...
Page 403
Page grid statistics groups 19-49 network administration center supervisor’s user guide product release 2 table 19-2 overflow statistics fields menu # and entry column heading graph heading description formula 10. Average delay from source avg src del avg src delay this represents the average durati...
Page 404
Page grid 19-50 statistics groups p0724352 standard 1.0 november 1994 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 % dst srv lvl this represents the percentage of calls, answered ...
Page 405
Page grid statistics groups 19-51 network administration center supervisor’s user guide product release 2 table 19-2 overflow statistics fields menu # and entry column heading graph heading description formula 16. Number of calls abandoned calls aband num abandnd this represents the total number of ...
Page 406
Page grid 19-52 statistics groups p0724352 standard 1.0 november 1994 table 19-2 overflow statistics fields menu # and entry column heading graph heading description formula 20. Number of calls that received 1st ran 1st del ran 1st ran the number of calls that received the first ran announcement. Nu...
Page 407
Page grid statistics groups 19-53 network administration center supervisor’s user guide product release 2 table 19-2 overflow statistics fields menu # and entry column heading graph heading description formula 24. Maximum answering delay max ans del max ans del this represents the maximum duration a...
Page 408
Page grid 19-54 statistics groups p0724352 standard 1.0 november 1994 table 19-2 overflow statistics fields menu # and entry column heading graph heading description formula 27. Percentage of calls that queue-count overflowed qof % qof % this represents the percentage of all calls received that were...
Page 409
Page grid statistics groups 19-55 network administration center supervisor’s user guide product release 2 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 ...
Page 410: Route Statistics
Page grid 19-56 statistics groups p0724352 standard 1.0 november 1994 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 de...
Page 411
Page grid statistics groups 19-57 network administration center supervisor’s user guide product release 2 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 ca...
Page 412
Page grid 19-58 statistics groups p0724352 standard 1.0 november 1994 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 resid...
Page 413
Page grid statistics groups 19-59 network administration center supervisor’s user guide product release 2 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 ot...
Page 414: Route Statistics Fields
Page grid 19-60 statistics groups p0724352 standard 1.0 november 1994 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 ea...
Page 415
Page grid statistics groups 19-61 network administration center supervisor’s user guide product release 2 table 19-3 route statistics fields menu # and entry column heading graph heading description formula 10. Number of hundred call seconds ccs ccs a single ccs unit represents 100 seconds of time t...
Page 416
Page grid 19-62 statistics groups p0724352 standard 1.0 november 1994 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...
Page 417
Page grid statistics groups 19-63 network administration center supervisor’s user guide product release 2 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 thi...
Page 418
Page grid 19-64 statistics groups p0724352 standard 1.0 november 1994 table 19-3 route statistics fields menu # and entry column heading graph heading description formula 20. Number of calls that time overflowed out time over flow num tof this represents the total number of calls on this route which...
Page 419
Page grid statistics groups 19-65 network administration center supervisor’s user guide product release 2 table 19-3 route statistics fields menu # and entry column heading graph heading description formula 24. Number of calls that received 2nd ran 2nd del ran 2nd ran the number of calls that receiv...
Page 420
Page grid 19-66 statistics groups p0724352 standard 1.0 november 1994 table 19-3 route statistics fields menu # and entry column heading graph heading description formula 27. Number of all trunks busy (atb) periods num atb num atbs this represents the total number of “all trunks busy” periods. Num a...
Page 421
Page grid statistics groups 19-67 network administration center supervisor’s user guide product release 2 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 in ccs ntof in ccs this...
Page 422
Page grid 19-68 statistics groups p0724352 standard 1.0 november 1994 table 19-3 route statistics fields menu # and entry column heading graph heading description formula 34. Number of outgoing network overflow calls ntof out calls ntof outcall this represents the total number of outgoing network ti...
Page 423: Trunk Statistics
Page grid statistics groups 19-69 network administration center supervisor’s user guide product release 2 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 ...
Page 424
Page grid 19-70 statistics groups p0724352 standard 1.0 november 1994 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 thresho...
Page 425: Trunk Statistics Fields
Page grid statistics groups 19-71 network administration center supervisor’s user guide product release 2 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 experienc...
Page 426
Page grid 19-72 statistics groups p0724352 standard 1.0 november 1994 table 19-4 trunk statistics fields menu # and entry column heading graph heading description formula * route number rt num route number the route number. * route name route name route name the name assigned to the route number. If...
Page 427
Page grid statistics groups 19-73 network administration center supervisor’s user guide product release 2 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 a...
Page 428
Page grid 19-74 statistics groups p0724352 standard 1.0 november 1994 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 answer...
Page 429
Page grid statistics groups 19-75 network administration center supervisor’s user guide product release 2 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 r...
Page 430
Page grid 19-76 statistics groups p0724352 standard 1.0 november 1994 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...
Page 431
Page grid statistics groups 19-77 network administration center supervisor’s user guide product release 2 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 ca...
Page 432
Page grid 19-78 statistics groups p0724352 standard 1.0 november 1994 table 19-4 trunk statistics fields menu # and entry column heading graph heading description formula 25. Number of calls that received both rans del ran 1&2 both rans despite the name of this formula, it does not report the number...
Page 433
Page grid statistics groups 19-79 network administration center supervisor’s user guide product release 2 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 out ccs ntof out ccs t...
Page 434
Page grid 19-80 statistics groups p0724352 standard 1.0 november 1994 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 meri...
Page 435: Dnis Statistics
Page grid statistics groups 19-81 network administration center supervisor’s user guide product release 2 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 defin...
Page 436: Dnis Statistics Fields
Page grid 19-82 statistics groups p0724352 standard 1.0 november 1994 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 forma...
Page 437
Page grid statistics groups 19-83 network administration center supervisor’s user guide product release 2 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 ap...
Page 438
Page grid 19-84 statistics groups p0724352 standard 1.0 november 1994 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 we...
Page 439
Page grid statistics groups 19-85 network administration center supervisor’s user guide product release 2 table 19-5 dnis statistics fields menu # and entry column heading graph heading description formula 15. Average abandoning delay avg abd del avg abd del this represents the average duration a ca...
Page 440
Page grid 19-86 statistics groups p0724352 standard 1.0 november 1994 table 19-5 dnis statistics fields menu # and entry column heading graph heading description formula 18. Telephone service level srv lvl % srv level the telephone service level represents the percentage of calls, answered and/or ab...
Page 441: Activity Code Statistics
Page grid statistics groups 19-87 network administration center supervisor’s user guide product release 2 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 ac...
Page 442
Page grid 19-88 statistics groups p0724352 standard 1.0 november 1994 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 ...
Page 443
Page grid statistics groups 19-89 network administration center supervisor’s user guide product release 2 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...
Page 444
Page grid 19-90 statistics groups p0724352 standard 1.0 november 1994 table 19-6 activity code statistics fields menu # and entry column heading graph heading description formula 11. Average duration activity code charged to avg time avg charged this represents the average amount of call time per en...
Page 445: Cdn Statistics
Page grid statistics groups 19-91 network administration center supervisor’s user guide product release 2 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 ...
Page 446
Page grid 19-92 statistics groups p0724352 standard 1.0 november 1994 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...
Page 447
Page grid statistics groups 19-93 network administration center supervisor’s user guide product release 2 total ivr delay the total delay experience from the time a “give ivr” treatment is executed until the ivr equipment answers. Total del before routing the total delay before “route to” treatment ...
Page 448: Cdn Statistics Fields
Page grid 19-94 statistics groups p0724352 standard 1.0 november 1994 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...
Page 449
Page grid statistics groups 19-95 network administration center supervisor’s user guide product release 2 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 th...
Page 450
Page grid 19-96 statistics groups p0724352 standard 1.0 november 1994 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 ...
Page 451
Page grid statistics groups 19-97 network administration center supervisor’s user guide product release 2 table 19-7 cdn statistics fields menu # and entry column heading graph heading description formula 18. Number of calls transferred by ivr ivr xfer ivr xfered the total number of controlled calls...
Page 452
Page grid 19-98 statistics groups p0724352 standard 1.0 november 1994 table 19-7 cdn statistics fields menu # and entry column heading graph heading description formula 22. Average disconnect delay avg disc del avg disc del the average delay that a caller experienced before his or her calls were for...
Page 453
Page grid statistics groups 19-99 network administration center supervisor’s user guide product release 2 table 19-7 cdn statistics fields menu # and entry column heading graph heading description formula 25. Maximum answering delay max ans del max ans del the maximum delay that callers experienced ...
Page 454
Page grid 19-100 statistics groups p0724352 standard 1.0 november 1994 table 19-7 cdn statistics fields menu # and entry column heading graph heading description formula 28. Total delay before disconnect total disc del tot disc del the total delay that callers experienced before their calls were giv...
Page 455
Page grid statistics groups 19-101 network administration center supervisor’s user guide product release 2 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 h...
Page 456
Page grid 19-102 statistics groups p0724352 standard 1.0 november 1994 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 e...
Page 457
Page grid statistics groups 19-103 network administration center supervisor’s user guide product release 2 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 t...
Page 458
Page grid 19-104 statistics groups p0724352 standard 1.0 november 1994 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 na...
Page 459
Page grid statistics groups 19-105 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 avg ans del the average delay (a...
Page 460: Ran Route Statistics
Page grid 19-106 statistics groups p0724352 standard 1.0 november 1994 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 fi...
Page 461: Ran Route Statistics Fields
Page grid statistics groups 19-107 network administration center supervisor’s user guide product release 2 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 “*...
Page 462
Page grid 19-108 statistics groups p0724352 standard 1.0 november 1994 table 19-9 ran route statistics fields menu # and entry column heading graph heading description formula 10. Ran accesses num ran calls ran accesses the number of times that this record announcement route was accessed. Num of ran...
Page 463: List of Terms
Page grid network administration center supervisor’s user guide product release 2 20-1 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 distribu...
Page 464
Page grid 20-2 list of terms p0724352 standard 1.0 november 1994 cdn 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 change...
Page 465
Page grid list of terms 20-3 network administration center supervisor’s user guide product release 2 management reports management reports show detailed information on various aspects of the network operation. These reports offer valuable information on the efficiency of the system configuration. Me...
Page 466
Page grid 20-4 list of terms p0724352 standard 1.0 november 1994 network links this is a connection between the nac and the meridian max. Network mis the network mis is a system consisting of a nodal mis and a network administration center. This is grouped into a network. Network overflow in call th...
Page 467
Page grid list of terms 20-5 network administration center supervisor’s user guide product release 2 nodal supervisor the nodal supervisor is often a person working on a queue with the agents at a meridian max node. In addition to the functions described in this user guide, the nodal supervisor can ...
Page 468
Page grid 20-6 list of terms p0724352 standard 1.0 november 1994 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 t...
Page 469: Network Administration
Page grid electronic private automatic branch exchange and business communication systems network administration center (nac) supervisor’s user guide 1994 northern telecom all rights reserved documentation systems, northern telecom 522 university avenue, 14th floor toronto, ontario m5g 1w7 informati...