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OfficeServ DataView User Manual

1. Number Record identifier for this trunk Port Trunk port number for this trunk Port Type Device type for this trunk i e ISDN Trunk Port Status Current status of this trunk i e Normal Plug Out Call Status Call status on this trunk i e Idle Connected Duration Time this trunk has been in this status Phone Number Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Description Brief description of call activity i e gt G 521 represents that this is an incoming call ringing group 521 SAMSUNG Telecommunications America L P 120 Station Monitoring This function is used for monitoring the status of stations in the phone system l Station Group Status The Station Group Status monitor is used to track call volume status for all station groups in the phone system Click Start from the execution options to start the monitoring ES Station Group Status E Total Groups 3 18 Group Number 5000 5004 5026 Total Lines Group Name Interval Js sec a Stop Summary i f i m Quro Lines Avail Agents Busy In Trys Out Trys Busy Ratio Calls to Group vc 1 17 2 1 1 11 8 1 Group Detail i f A Calls to Total Lines e Lines Avail Agents Busy In Trys Out Trys Busy Ratio Svc Group 1 0 1 1 1 0 100 0 1 1 0 1 0 0 0 0 0 0 1 0 1 0 0 0 0 0 0 Values in the Total Summary table can be different from the valu
2. SAMSUNG Telecommunications America L P 15 If a module is not currently running the Start button will be enabled and the icon will be greyed If a module is running the Stop button will be enabled and the icon will be colored If a server module fails to respond to a connection message received from Scheduler a warning icon will be displayed If this happens the module may need to be restarted Select whether to display the Data Manager icon in the system tray by using the checkbox at the right of the Data Manager icon The Temporary Chart Images section provides the ability to delete all cached chart images that have been generated via the web interface Start All and Stop All are used to launch Manager and Collector with one click In the event of an error in web service click IIS Reset to restart the Windows HS service Restarting the IIS service will terminate all of the currently established sessions Database Window Click the Database tab to display the following le OfficeServ DataView Schedule File Option Help r Log Database Size Bytes 176128 Average Growth Per Hour Bytes 207 settings The Log database file will be grow to 2GB approximately n 75778 days anpayos asegejeg SMES Summary Databaze Size Bytes 29081 E Backup Average Growth BAT Per Hour Bytes of settings The Summary database file will be grow to 2GBs approximately in 106380 days
3. SAMSUNG Telecommunications America L P 16 The database window displays the file size average growth per hour and estimated amount of time it will take for the database file size to reach the threshold value for both the event log database and the call summary database The database window is also used to configure automatic backup settings Databases cannot be backed up if the Data Manager module is running Therefore the module should be stopped before attempting a backup operation Clicking Backup will trigger the following display OfficeServ DataView Back up Log Database Description Browse Cancel Enter a description for backup and the backup path and file name then click OK The Settings button will only be enabled when DataView is configured to use the Microsoft Access database format Clicking the Settings button for the Log Database will display this window MDE backup Options Use Emergency Backup Threshold ME Path El Use Scheduled Backup Frequency Day Time Path coa SAMSUNG Telecommunications America L P 17 Use Emergency Backup Marking this option causes Scheduler to backup the OfficeServ DataView Log database when the size of database reaches the specified threshold Threshold Enter limit of database file size in megabytes MB Path Enter path to save backup database file to Use Scheduled Backup Marking this opti
4. Trunk Calls to Group Number of inbound calls directed to a group Trunk Longest Call Time UCD Agents UCD Logged In UCD Logged Out UCD Agents Busy SAMSUNG Telecommunications America L P Longest call time for calls currently connected Total number of UCD agents in the group Number of UCD agents currently logged in Number of UCD agents logged out of the group Number of UCD agents busy 132 UCD Busy Ratio UCD Inbd Answers UCD Calls In Queue UCD Calls Answered UCD Calls to Group UCD Ans Calls to Grp UCD Group Call Ans Ratio UCD Longest Talk Time UCD Longest Wait Time Ratio of busy agents to free agents Number of calls connected to the UCD group Number of calls queued to the UCD group Number of calls answered by UCD agents Number of calls directed to the UCD group Number of answered calls directed to a UCD group Ratio of calls answered to calls offered to group Longest talk time for calls currently connected Longest wait time for calls currently in queue UCD Longest Wait Time Today Longest wait time out of all calls in the current day UCD Answered Calls Today Total number of calls anwered in the current day UCD Abandoned Calls Today Trunk Data by Group Total number of calls abandoned in the current day The Trunk Data by Group wallboard is used to track all call activity for a specific trunk group The trunk portion of the Configuration gt Personalize
5. All Lines Busy Unknown 7 25 09 45 ol o ol ol 0 10 00 0 0 ol 0 Rows Total number of rows in the detailed data section Time Time period for each row Outbd Attempts Number of outbound call attempts Outbd Errors Number of failed outbound call attempts Outbd Error Ratio Ratio of failed calls to call attempts All Lines Busy Calls that failed because all trunks were busy Unknown Number of calls that failed for unknown reasons SAMSUNG Telecommunications America L P 68 Trunk Group Call Statistics The Trunk Group Call Statistics report displays call volume and time based statistics for all outbound trunk calls displayed by trunk group Select the target time period from the execution options and click Query Fi Trunk Group Call Statistics Total Total Eines Groups Lines outor i ER Sye 29 62 0 Max Group Total Line Number Lines Errors 800 16 0 801 46 0 802 0 start 7 14 2005 5 7 208 Summary ax Outbd Lines tines Outbd Outbd Outbd Outbd all Avail Used Attempts Calls Errors Answers Time 62 a 2 2 0 00 00 26 Group Detail Ma Outbd Lines Outbd Outbd Outbd Outbd Avail mia Attempts Call Errors An r Sol vail sad empts alls ors swers Time 16 0 0 0 0 0 0 46 1 2 2 0 0 0 00 26 0 0 0 0 End 7 14 2005 15 22 aj 00 E query Outbd de Avg Out Outbd Outbd epg Talk a Talk Call ans 7 ae Tine 25 Time Ratio Ratio Time 0 0 00 13
6. Enterprise IP Solutions OfficeServ OfficeServ DataView User Manual Every effort has been made to eliminate errors and ambiguities in the information contained in this guide Any questions concerning information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA 1301 E Lookout Dr Richardson TX 75082 telephone 972 761 7300 SAMSUNG TELECOMMUNICATIONS AMERICA disclaims all liabilities for damages arising from the erroneous interpretation or use of information presented in this guide Samsung Telecommunications PUBLICATION INFORMATION SAMSUNG TELECOMMUNICATIONS AMERICA reserves the right without prior notice to revise information in this publication for any reason SAMSUNG TELECOMMUNICATIONS AMERICA also reserves the right without prior notice to make changes in design or components of equipment as engineering and manufacturing may warrant COPYRIGHT 2005 Samsung Telecommunications America All rights reserved No part of this manual may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retrieval systems without express written permission of the publisher of this material TRADEMARKS Entorpriso WP Sodstions OfficeServ is the trademark of SAMSUNG Electronics Co Ltd Product names mentioned in this document may be trademarks and or registered trademarks of their respective companies PRINTED IN USA TABLE
7. Time gt Ratio Ratio Trys In Ans a Time Time _ Ratio Ratio In Time In Time 7 14 2005 12 00 5000 1 0 0 0 00 06 0 00 06 100 0 25 0 0 0 0 0 0 0 0 0 0 Rows Total number of rows in the detailed data section Total Groups Number of separate operator groups during this period Time Time period for each row Group Number Operator group number for this period Inbound Internal Call details for internal station calls Inbound External Call details for external phone calls In Trys Number of inbound call attempts Calls In Number of successful inbound call attempts Calls Ans Number of answered inbound calls X fers In Number of inbound transfers Call Time Total call time for inbound calls Talk Time Total talk time for inbound calls Avg Talk Time Average talk time for inbound calls Inbd Ratio Call success ratio for inbound calls Ans Ratio Inbound call answer ratio SAMSUNG Telecommunications America L P 101 Operator Call Time Statistics The Operator Call Time Statistics report shows the distribution of all inbound operator group call times grouped into set time bands as shown below Select the target time period from the execution options and click Query Fi Operator Call Time Statistics start 7 14 20058 6 7 E 0E End 7 14 2005 12 00 Interval 15m E Query Summary Total Rows lt 30s lt 605 lt 90s lt 2m lt
8. gt Set Wallboard to set wallboard content and thresholds Description UCD Agents UCD Logged In UCD Logged Out UCD Agents Busy UCD Busy Ratio UCD Inbd Answers UCD Calls In Queue UCD Calls Answered UCD Calls to Group UCD Ans Calls to Grp UCD Group Call Ans Ratio UCD Longest Talk Time UCD Longest Wait Time Total number of UCD agents in the group Number of UCD agents currently logged in Number of UCD agents logged out of the group Number of UCD agents busy Ratio of busy agents to free agents Number of calls connected to the UCD group Number of calls queued to the UCD group Number of calls answered by UCD agents Number of calls directed to the UCD group Number of answered calls directed to a UCD group Ratio of calls answered to calls offered to group Longest talk time for calls currently connected Longest wait time for calls currently in queue UCD Longest Wait Time Today Longest wait time out of all calls in the current day UCD Answered Calls Today Total number of calls anwered in the current day UCD Abandoned Calls Today SAMSUNG Telecommunications America L P Total number of calls abandoned in the current day 134 CHAPTER 6 Scheduled Reports This chapter describes the scheduled reporting functions of the OfficeServ DataView Web application Scheduled reports include specific trunk reports and UCD reports selected by the user Refer to Chapter 4 Statistics fo
9. 3m lt 4m lt Sm lt 10m lt 20m lt 30m gt 30m Calls 1 1 0 0 0 0 0 0 0 0 0 0 1 Time Detail Total Time lt 305 lt 60s lt 905 lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m Calls 7 14 2005 1 0 0 0 0 0 0 0 0 0 0 1 12 00 Rows Total number of rows in the detailed data section Time Time period for each row lt 30 s Number of calls with duration less than 30 seconds lt 60 s Number of calls with duration between 30 and 60 seconds lt 90 s Number of calls with duration between 60 and 90 seconds lt 2m Number of calls with duration between 1 5 and 2 minutes lt 3 m Number of calls with duration between 2 and 3 minutes lt 4m Number of calls with duration between 3 and 4 minutes lt 5m Number of calls with duration between 4 and 5 minutes lt 10m Number of calls with duration between 5 and 10 minutes lt 20m Number of calls with duration between 10 and 20 minutes lt 30m Number of calls with duration between 20 and 30 minutes gt 30m Number of calls with duration over 30 minutes Total Calls Total number of calls this period SAMSUNG Telecommunications America L P 102 Operator Call Time Stats by Ring Plan The Operator Call Time Statistics report shows the distribution of all inbound operator group call times summarized by phone system ring plan and grouped into set time bands as shown below Select the targ
10. DT2005 06 03 htm C DT2005 06 05 htm C DT2005 06 06 htm C DT2005 06 07 htm C DT2005 06 09 htm C DT2005 06 10 htm C 0T2005 06 11 htm C D72005 06 12 htm C DT2005 06 13 htm C 0T2005 06 14 htm C 0T2005 06 15 htm C DT2005 06 16 htm C 0T2005 06 17 htm 005 06 18 htm Select a file and then click Backup or Delete If backing up files the selected files will be deleted from the scheduled reports folder and saved in the folder selected for backup Scheduler Menus File Menu Select Exit from the File menu to quit the Scheduler v Y nos Scheduled Report Function y Scheduled reports and backups will not be created if the Scheduler is not running SAMSUNG Telecommunications America L P Option Menu The Option menu has the submenus shown below Connection Select Connection to display the following Connection Options Host HamerAddress lt Site Name Optional m OfficeSery Link Connection IP Address 1 1 1 1 Port Ho e000 OfficeSery Dataview Listen Port 6100 Host Name Enter the IP address or NetBIOS name of the PC where OfficeServ Address DataView is installed Site Name Enter the name of the user site to be displayed in the web application This value is optional OfficeServ Link Enter the IP address of the OfficeServ Link server and the port Connection number for connection 6000 by default OfficeServ Specify the port for
11. Date Detail Inbd Direct Outbd Pick Total Login Ring de Hold Wrapup Consult da x ciel Date st Calls In Calls Ans Idle Time E Talk Call Talk Call Groups Time Time Time Time Time Time Time Time Time 9 F 0 19 Fri 0 0 8 00 00 8 00 00 0 0 0 0 0 0 0 0 09 15 Agent Agent station number Agent Name Station name or Agent PIN Name for agent if set Agent PIN PIN number for this agent Time Time period for each row Total Groups Number of UCD groups this agent answered calls for Calls In Number of inbound calls Calls Ans Number of calls answered Login Time Total time the agent was logged in to the group this period Idle Time Amount of time the agent was idle for this period Ring Time Time that the agent s phone was ringing for this period Inbd Talk Talk Total talk time for inbound calls this period for this agent Hold Time Total time that calls were on hold for this agent Wrapup Time Total time this agent spent in wrapup this period Consult Time Total time for consultations for this agent Direct Call Time Outbd Talk Time Total call time for calls directly to this agent Talk time for outbound calls this agent made Pickup Call Time Total call time for calls this agent picked up from another agent SAMSUNG Telecommunications America L P 93 UCD Call Time Statistics The UCD Call Time Statistics report shows the distribution of all inbound UC
12. Number of UCD groups this agent answered calls for Calls In Number of inbound calls Calls Ans Number of calls answered Conslts Number of consultation transfers X fers In Number of internal transfers to this agent Group Call Xfers Out Number of outbound group transfers Forced Log Outs Inbd Xfers Ans Number of times the agent was logged out by the system Number of transferred inbound calls answered Direct Calls Number of calls to the agent not the UCD group Direct Calls Ans Number of direct inbound calls answered Outbd Calls Number of outbound calls Pick ups Number of calls picked up from other devices Conf s Number of conferences SAMSUNG Telecommunications America L P 92 UCD Agent Times Detailed Statistics The UCD Agent Times Detailed Statistics report provides time based statistics for a specific UCD agent Agents can be selected based on extension Tel or Agent PIN number PIN Select the target time period and agent from the execution options and click Query ofl UCD Agent Times Detailed Statistics Start 8 17 2005 Wl o a 00 End 8 19 2005 165 Es 30 5 Interval Day Agent 2001 li Query 2 Summary Inbd Direct Outbd Pick Anant Agent Agent Calls In Calls Login Idle Ring Talk Hold Wrapup Consult es aa pare 9 Name PIN Ans Time Time Time Time Time Time Time Time Time Time 2001 OPERSR 6257 0 0 8 00 00 8 00 00 0 0 0 0 0 0 0 0
13. Total Out Lines In Calls Errored No Inbd Inbd Inbd Inbd Rows Lines In Call Talk Answer Plans Groups Lines of Avail Trys In Calls Answers Xfers Call Talk Ratio 2 Busy Ans Time Time 5 3 Ratio Svc Time Time 1 1 1 1 0 1 4 4 0 0 1 3 0 0 00 42 0 00 06 0 00 10 0 00 06 100 0 25 0 Time Detail i 4 A Soesi All Calls Inbd Inbd PY v9 Inbd Ring Group Total Out Lines In Calls Errored No Inbd Inbd Inbd Inbd Time Call Talk Answer Plan Number Lines of Avail Trys In Calls Answers Xfers _ Call Talk Ratio Busy Ans Time Time Ratio Svc Time Time ah 1 5000 1 of aj 4 4 0 0 4 3 0 0 00 42 0 00 06 0 00 10 0 00 06 100 0 25 0 Rows Total number of rows in the detailed data section Ring Plans Number of separate ring plans the system used during this period Total Groups Number of separate operator groups during this period Time Time period for each row Ring Plan Ring plan the system used during this period Group Number Operator group number during this period Total Lines Total number of lines stations in the operator group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use In Trys Number of inbound call attempts Calls In Number of successful inbound call attempts All Lines Busy Calls failed because all operators were busy Errored Calls Number of calls that failed for other reasons Calls In Ans Number of answered
14. stations in this station group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Agents Busy Number of busy station group agents stations In Trys Number of inbound call attempts Out Trys Number of outbound call attempts Busy Ratio Ratio of busy lines to total lines available Calls to Group Number of incoming calls to a group Number Record identifier for this station Port Station port number for this station Port Type Device type for this station i e Digital Station Port Status Current status of this station i e Normal Plug Out Call Status Call status on this station i e Idle Connected Duration Time this station has been in this status Phone Number Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Description Brief description of call activity i e lt G 549 represents that this is an outgoing internal call to group 549 SAMSUNG Telecommunications America L P 122 Station Port Status The Station Port Status monitor is used to track call activity for a specific range of stations Enter the range of station ports in the execution options and click Start ES Station Port Status Number 1 2 3 4 5 Port 2001 2002 2003 2004 2005 Port 2001 2005 Interval 5 sec E stop Port Detail Port Type Port Status Call Status Duration Phone Num
15. 0 100 0 0 0 0 Ava Outbd Avg Out Outbd Outbd Outhd Talk y Talk Call Ans os zi Time gt Time Ratio Ratio Time 0 0 0 0 0 0 0 0 00 13 0 100 0 0 0 0 03 0 0 0 0 0 0 Total Groups Total number of trunk groups in the phone system Group Number Trunk group number of current record Total Lines Total number of lines trunks in this trunk group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Max Lines Used Maximum number of lines used at one time Outbd Attempts Number of outbound call attempts Outbd Calls Number of successful outbound call attempts Outbd Errors Number of failed outbound call attempts Outbd Answers Number of outbound calls answered Outbd Call Time Total call time for outbound calls Outbd Talk Time Total talk time for outbound calls Avg Out Call Time Average Call time for outbound calls Avg Out Talk Time Average talk time for outbound calls Outbd Call Ratio Outbd Ans Ratio Call success ratio for outbound calls Outbound call answer ratio Outbd Traffic Outbound call traffic Erlang Call Time Report Time SAMSUNG Telecommunications America L P 69 Outbound Trunk Call Statistics by Group The Outbound Trunk Call Statistics by Group report displays call volume and time based statistics for all outbound trunk calls mad
16. In Time Time 2 Ratio Ratio Trys In Ans In Time Time Ratio Ratio Time Time 7 14 2005 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 12 00 Group Number Station group number of current record Group Name Name of the station group if one is set Time Time period for each row Inbound Internal Call details for internal station calls Inbound External Call details for external phone calls In Trys Number of inbound call attempts Calls In Number of successful inbound call attempts Calls Ans Number of answered inbound calls X fers In Number of inbound transfers Call Time Total call time for inbound calls Talk Time Total talk time for inbound calls Avg Talk Time Average talk time for inbound calls Inbd Ratio Call success ratio for inbound calls Ans Ratio Inbound call answer ratio SAMSUNG Telecommunications America L P Station Port Statistics The Station Port Statistics report provides detailed information of all calls made to or from a specific station port over a specific time period Select the target time period type and port from the execution options and click Query Fi Station Port Statistics Start 7 14 2005 15 7 3 30 5 End 7 14 2005 5 12 5 00 Station 2004 External Type Number Phone Caller ID Inbound 7023 7023 Inbound 2005 Inbound 2201 Total Calls Type Total E Port 2004 Query Summary Failed Calls Abandoned Calls Complet
17. Mail SAMSUNG Telecommunications America L P 39 i Server Information This menu allows viewing of the OfficeServ phone system information and the OfficeServ DataView operating environment OfficeServ System Information This menu allows verification of information on the connection between the OfficeServ phone system and Officeserv DataView lt OfficeServ System Information Site Name Node C System Name OFFICESERV 7400 System Version 03 31 System Date 2006 03 28 System Country U S A OfficeServ Link IP Address 127 0 0 1 OfficeServ Link Port 6000 Web Server 127 0 0 1 Collector Port 6100 Site Name Name of the installation site for DataView System Name Name of the OfficeServ phone system System Version Version of the phone system main program System Date Date of the phone system main program System Country Country information set in the phone system OfficeServ Link IP IP address of the OfficeServ Link server Address OfficeServ Link Number of the port used by the Data Collector for connecting to Port the OfficeServ Link Web Server IP address or NetBIOS name of the computer where the OfficeServ DataView is installed Collector Port Number of the port used by the Data Manager for connecting to the Data Collector SAMSUNG Telecommunications America L P 40 DataBase Information This
18. Statistics 52 Statistics WiNGOW L ayou l syrien tec cece a ri 52 DCIECUING a Statistics Mem cuate alo ee ain 54 Statistics Me cis O A A AA AE 55 Additional Men US uciisnrsiincnt rai as 56 A datladwasleneisndeateawebudeateduiade Nutentendeinueuoseatte 56 EXPO E ell Pee eee 57 EXECUTION OPIO AU oo ee 60 TRUK STatiStCS sssisissisi iii ci 61 Tae CNG alll SEAUISUG Saa asadas nina 61 Inbound UNK Sere es 21 1 0 A A E E 62 Outbound TUNK Calli Stasis a a a 0 63 DECANE Stal e ee antccae o A rn A A eit soetne onetatelse 64 indpeund TMunk Call Tine SlallStiCS corr A A redaeen ees 65 Outbound Trunk Call Time SlaSuGS sisi a 66 inbou a Trunk Cal EROS OS aria 67 Outbound TUNK Call Eror Stats cosida 68 TUNK GOUD Call SIGUSHCS a 69 Outbound Trunk Call StatistiGs DY Group A ii 70 Tunk POR SAUS Uri ai 71 Nun Abandoned Galli da a nord 73 Station Statistics O eta 74 coa A 74 inbeuna Station GalliStall SES iaa A AAA AS 75 OUIDOUNG station C all Stati SiC S desta 76 inbound Station Gall Breakdown uti A AE 77 Guibouna station Call Breakdown cecene a aaa 78 Outbound Station Call Error StatiStiCS ooonccccccconnnnnccoonnnnnnoconnnnnonnnnnnnnnononnnnnnnnnnnnnnnonannnnnnnnnnonnnnnnonononns 79 Station Feature Code Usage Statistics ii ii 80 Staton Group Call Statisties erre dario 81 nboun a Station Gall Statistics Dy Grou id 82 Inbd Station Call Breakdown Dy Group cccccccnccccccnnnncccncnonncnnnncnonnnnnnnnnnnnnnnnnnnn
19. Telecommunications America L P 114 Additional Menus New Page Click the New Page E icon to view the current monitoring window from a new page This function helps to monitor multiple items simultaneously The following figure shows an example of the window created by clicking the New Page icon of a Trunk Group Status window ES Trunk Group Status Interval 5 sec 5 Start Summary Total i i II Total pra Lines Out ues Agents ta Teys Out Trys Busy Calls to Groups Lines of Svc Avail Busy Ratio Group 2 62 0 62 0 0 0 0 0 0 Group Detail Group Total Lines Out Lines Agents intirys loun Busy Calls to Number Lines of Svc Avail Busy Ratio Group 801 46 0 46 0 0 0 0 0 0 800 16 0 16 0 0 0 0 0 0 Values in the Total Summary table can be different from the values in the Group Detail table because a line may belong to several groups at the same time i New Large Character Page Click the New Page ES icon to view the current monitoring window from a new page using a large character display This function helps to make pages more easily readable from long distances The following figure shows an example of the window created by clicking the New Large Character Page icon of a UCD Data by Group Wallboard window E UCD Group 5001 Microsoft Internet Explorer UCD Agents UCD Calls In UCD Longest Busy Queue Wait Time UCD Logged In SAMSUNG Telecommunications America L P 115 View as Cha
20. Trunk Trunk port number for this record Total Calls Total calls to or from this trunk Failed Calls Number of failed calls to or from this trunk Abandoned Calls Completed Calls Number of abandoned calls on this trunk Number of calls to or from this trunk that were answered Ans Ratio Ratio of answered calls to offered calls for this trunk Type Type of call for this record Inbound Outbound External Number Caller ID Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Phone Station in the phone system that made or received this call DID DID number received for this inbound call Call Start Time Time that this call was received or made by the phone system Call End Time Time that this call was terminated in the phone system Call Time Total call time for this call Talk Time Total talk time for this call Call Type Method this call was delivered by Primary call was made directly to or from this port Recall this call recalled to the port from hold Callback this call was a callback set by another station Consult this call was a consultation with another station Transfer this call was transferred to this port Conference this port was added to a conference call SAMSUNG Telecommunications America L P 71 Overflow a station group overflowed to this port Pickup this call was retrieved f
21. UCD Agent Statistics Summary Start 7 14 2005 5 7 E 0E eEnd 7 14 2005 12 00E intervatfism Query Summary Rows qa max Calls In Calls Ans Conslts X fers In Suea ula Inon rae Talk Time emus Groups Agents Xfers Out Log Outs Xfers Ans Time Time 1 3 5 9 2 0 0 0 0 0 3 00 00 0 00 27 0 Time Detail Time Put po Calls In Calls Ans Conslts X fers In il Inad oa Talk Time Consuk Groups Agents Xfers Out Log Outs Xfers Ans Time Time ete 3 5 9 2 0 0 0 0 0 3 00 00 0 00 27 0 Rows Total number of rows in the detailed data section Time Time period for each row Total Groups Total number of UCD groups in the system Max Agents Number of UCD agents in the system Calls In Number of inbound calls Calls Ans Number of calls answered Conslts Number of consultation transfers X fers In Number of internal transfers to a group Group Call Xfers Out Number of outbound group transfers Forced Log Outs Number of times an agent was logged out by the system Inbd Xfers Ans Number of transferred inbound calls answered Login Time Total time agents were logged in this period Talk Time Total talk time for this period Consult Time Total consultation time this period SAMSUNG Telecommunications America L P 89 UCD Group Statistics Summary The UCD Group Statistics Summary provides call volume and time based statistics for all UCD agents in the phone system summarized by UCD group Selec
22. and 20 seconds lt 40s Number of calls with duration between 20 and 40 seconds lt 60s Number of calls with duration between 40 and 60 seconds lt 80s Number of calls with duration between 60 and 80 seconds lt 100s Number of calls with duration between 80 and 100 seconds lt 120 s Number of calls with duration between 100 and 120 seconds gt 120 s Number of calls with duration over 120 seconds Total Calls Total number of calls Avg Wait Time Average waiting duration Max Wait Time Maximum waiting duration SAMSUNG Telecommunications America L P 97 UCD Group Abandoned Call List The UCD Group Abandoned Call List displays detailed information about all abandoned UCD group calls for a specific UCD group over a specific period of time Select the target time period and UCD group from the execution options and click Query UCD Group Abandoned Call List start 7 14 20058 5 7 El 308 End 7 14 2005 E 12 3 00 Group 5002 E Query Summary A Wai a Group Number Group Name Calls In Abd Calls Over flow In isa an Avg Time to Abd Abandoned Ratio 5002 TECH SUPPT 9 7 0 0 00 55 0 00 08 77 8 Abandoned Call List Number Start Time Inbound DID CLI AS eel Time 1 7 14 2005 11 49 00 AM 2001 18007377008 7023 0 00 09 2 7 14 2005 11 49 22 AM 2001 18007377008 7023 0 00 08 3 7 14 2005 11 49 42 AM 2001 18007377008 7023 0 00 08 4 7 14 2005 11 52 46 AM 2201 18007377008 7022 0 00 10 5 7 14 2005 11 53
23. begin the installation If you want to review or change any of your installation settings click Back Click Cancel to exit the wizard Install OfficeSery DataView InstallShield Wizard Setup Status OfficeServ DataView is configuring your new software installation Installing BONA Install SAMSUNG Telecommunications America L P 8 Select a database format SQL or Access to be used for OfficeServ DataView from the lt Database Type gt window and click Next gt OfficeSery DataView InstallShield Wizard Database Type Select your database type o SOL Server Microsoft Access Driver mdb Install 9 1f SQL Server is selected a window will appear to enter information about the SQL Server Enter the SQL Server name or IP address user ID and password then click Next gt OfficeSery DataView InstallShield Wizard SQL Server Configuration Please enter the valid SOL Server Name User ID and Password A localhost User ID Password SAMSUNG Telecommunications America L P 10 Select a location where the database will be installed from the lt Database Location for SQL Server gt window The database can be installed in a shared folder on the server My Computer or a network location Network Computer OfficeSery DataView InstallShield Wizard Database Location for SQL Server Which place you want to locate the database files amp My
24. call was made directly to or from this port Recall this call recalled to the port from hold Callback this call was a callback set by another station Consult this call was a consultation with another station Transfer this call was transferred to this port Conference this port was added to a conference call SAMSUNG Telecommunications America L P 84 Overflow a station group overflowed to this port Pickup this call was retrieved form hold by direct pickup Completion Status Ending status for this call Fail this call encountered an error Off Hook this call ended with the port off hook Ringing this call was terminated while ringing Answered this call was answered Queued this call was terminated while in queue Hold this call ended with the remote party on hold Completion Cause Reason that the call ended Error the call encountered an error Hung Up the local or remote party hung up Transfer the call was transferred Conference the call was conferenced with another port Overflow the call overflowed to another port SAMSUNG Telecommunications America L P UCD Statistics This section describes the UCD group statistics of the OfficeServ system l UCD Call Statistics The UCD Call Statistics report provides call volume and time based statistics for all UCD groups in the phone system Select the target time period from the execution options and cli
25. events generated by OfficeServ Link The Data Manager processing module that calculates statistics on the collected data and saves the statistical data in the database The Scheduler program which manages the other modules and provides statistics on database usage The Scheduler also provides backup and restore functions for scheduled reports and event logging databases In order to use OfficeServ DataView the OfficeServ Link program must be installed OfficeServ Link acts as a gateway between the phone system and OfficeServ Data View passing events from the phone system to OfficeServ DataView OfficeServ DataView can run concurrently with OfficeServ Link on the same server or on a separate dedicated server depending on user load The OfficeServ system OfficeServ Link and OfficeServ DataView communicate via TCP IP Transmission Control Protocol Internet Protocol SAMSUNG Telecommunications America L P 1 System Requirements Category Specification Operating System Windows 2000 Series Service Pack 3 or higher Windows XP Professional Service Pack 1 or higher Windows 2003 Series Windows 2000 Workstation and Windows XP Professional are limited to 10 concurrent web users If more users are required a server version of Windows 2000 2003 is required Processor CPU Pentium IV at 1 GHz or higher Requirements for CPU and memory depend on number of lines and maximum traffic Memory RAM 512 MB or hi
26. for outbound calls Avg Out Call Time Average call time for outbound calls Avg Out Talk Time Out Call Ratio Outbd Ans Ratio Average talk time for outbound calls Call success ratio for outbound calls Outbound call answer ratio SAMSUNG Telecommunications America L P Start 7 14 2005 Tall 7 3 30 End 7 14 2005 fa 12 00 Interval 15m m Query Summary 4 A Outbd Outbd Y9 a Outbd Out Outbd Out Off Outbd Outbd Call Talk Out Out Out Call hrs Trys Errors Calls Hook Answers Xfers gt Call Talk Ratio Time Time Ratio Time Time 54 16 2 14 4 4 0 0 02 44 0 00 25 0 00 10 0 00 06 87 5 28 6 Time Detail A A Outbd Outbd YY Y9 out Outbd Out Outbd Out Off Outbd Outbd Out Out Trys E callate lancer ugere Se ES eai raie I SS 17005 ys rrors alls 00 nswers ers Time Time za a Ratio Ratio Time Time 54 16 2 14 4 4 0 0 02 44 0 00 25 0 00 10 0 00 06 87 5 28 6 76 Inbound Station Call Breakdown The Inbound Station Call Breakdown report provides call volume and time based statistics for all inbound station calls divided into internal and external incoming calls Select the target time period from the execution options and click Query Inbound Station Call Breakdown Start 7 14 2005 165 E 30 End 7 14 2005 165 fiz 00 Interval 15M El la Query _ Summary Inbound Internal Inbound External d A Rows In Calls Calls Z Call Talk yo Inbd Ans
27. from the execution options and click Query Fi Inbound Station Call Statistics by Group Start 7 14 2005 5 7 E oE End 7 14 20058 12 00 Interval ism E Group 5000 E Query Summary i A Lines y All Inbd Inbd v9 Group Group Total Lines In Calls lines Errored Calls No Inbd Call Talk Inbd Number Name Lines Avail Trys In Calls In Ans Answers Xfers gt Call Sve Busy Time Time 5 Time 5000 1 0 1 0 0 0 0 0 0 0 0 0 Time Detail lines gt All Inbd Inbd 4Y9 Total Lines Calls Errored Calls No Inbd Inbd Time Out of In Trys Lines Call Talk Lines Avail In Calls In Ans Answers Xfers Call Bus Time Time 7 Time 7 14 2005 1 0 1 0 0 0 0 0 0 0 0 0 0 12 00 Avg Inbd Inbd Inbd a Answer Talk Ratio Ratio Time 0 0 0 Ava Inbd Inbd Inbd i Answer Talk Ratio i Ratio Time 0 0 0 Group Number Station group number of current record Group Name Name of the station group if one is set Time Time period for each row Total Lines Total number of lines stations in this station group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use In Trys Number of inbound call attempts Calls In Number of successful inbound call attempts All Lines Busy Calls that failed because all stations were busy Errored Calls Number of calls that failed for other reasons Calls In Ans Number of answered inbound calls N
28. lt l 22 3 4d 25 246 27 0 29 30 a1 2 Start Time Use the combo boxes next to the calendar box to select the time hour 0 23 minute 00 45 3 End Date Click the calendar box next to the End option and select the end date End Time Use the combo boxes next to the calendar box to select the time 5 Interval Select 15min 30min 1hour day week or month from the Interval option to select the resolution of the detailed data table SAMSUNG Telecommunications America L P 60 Trunk Statistics This section describes the statistics on trunks in the OfficeServ phone system Trunk Call Statistics The Trunk Call Statistics report allows viewing of call volume statistics and time based statistics on all trunk calls Select the target time period from the execution options and click Query Trunk Call Statistics Start 7 14 2005 EI 7 a o End 7 14 2005 E 22 o0 E Interval 15m Query Summary A otal le Lines Mise Call Actual Failed Calls Pick Retri Call Talk i ae Call Ans ne ows o nes a a raffic sy Lines x Avail Attempts Calls Calls Answered ups evals Time Time i Ratio Ratio Sve Used Time Time 1 174 0 174 1 11 11 0 2 0 00 01 55 0 00 27 0 00 10 0 00 14 100 0 18 2 0 1278 Time Detail Lines Max s Avg Avg Total Out Lines Call Actual Failed Calls Pick Retri Call Talk Call Ans Time Call Talk Traffic Lines of Avail Attempts Calls Calls Answered
29. number of calls Avg Wait Time Average waiting duration Max Wait Time Maximum waiting duration SAMSUNG Telecommunications America L P 96 UCD Group Wait Time Statistics The UCD Group Wait Time Statistics report shows the distribution of inbound UCD call waiting times summarized by UCD group and grouped into set time bands as shown below This report can be viewed for answered calls or abandoned calls Select the target time period and type from the execution options and click Query Fj UCD Group Wait Time Statistics Total Groups lt 10s 3 6 Group Group Number Name CUST SVC TECH SUPPT 5001 5002 5003 Start 7 14 2005 al 7 3 30 5 End 7 14 2005 1 22 3 00 E Type abandon Ej Query Summary Avg Time Max Wait to Abd Time 1 0 0 0 0 0 0 7 0 00 08 0 00 10 lt 205 lt 40s lt 605 lt 80s lt 1005 lt 1205 gt 1205 Total Calls Group Detail Total Avg Time Max Wait lt 105 lt 205 lt 405 lt 605 lt 80s lt 100s lt 1205 gt 1205 Calls to Abd Time 0 0 0 0 0 0 0 0 0 0 0 6 1 0 0 0 0 0 0 7 0 00 08 0 00 10 0 0 0 0 0 0 0 0 0 0 0 Total Groups Total number of UCD groups in the system Group Number UCD group number for this record Group Name Name of this UCD group if set lt 10s Number of calls with duration less than 10 seconds lt 20 s Number of calls with duration between 10
30. period Avg Wait Time Average waiting duration Avg Time to Abd Average time to abandon for this period Ans Ratio Ratio of calls answered to call attempts SAMSUNG Telecommunications America LP 86 UCD Group Call Statistics The UCD Group Call Statistics report provides call volume and time based statistics for all inbound UCD calls summarized by UCD group Select the target time period from the execution options and click Query Fj UCD Group Call Statistics start 7 14 2005 5 7 El 308 End 7 13 2005 5 12 8 00 E Query Summary Avg nbd Av Av Total Max Agents Calls Abd Over Over Forced Talk Avg Talk 9 9 Ans G Acentilitcased a Calis down low ouclloo ouel y Ti mee ADE e a roups gents Logge ns alls ow In flow Out Log Outs aas ime ime Time Abd atio In 3 4 4 3 9 2 7 0 0 0 0 0 00 27 0 00 14 0 00 04 0 00 08 22 2 Group Detail Gr G M rahe Call Abd o Over Forced Inbd Taik Avg Avg Avg A N KA TA A a ad Calls In Sue Call fl He flow Log fers s Talk Wait Time to R ES is Posa oe ee ue a Out Outs Ans Time Time Abd aN y 5001 en 4 4 0 0 0 0 0 0 0 0 0 0 0 0 0 SYC TEGH 5002 4 4 0 9 2 7 0 0 0 0 0 00 27 0 00 14 0 00 04 0 00 08 22 2 SUPPT 5003 4 5 0 0 0 0 0 0 0 0 0 0 0 0 0 Total Groups Group Number Group Name Total number of UCD groups in the system UCD group number for this record Name of this UCD group if set Max Agents Number of UCD agents in this group A
31. schedule ini Properties SAMSUNG Telecommunications America L P 142 cannot add delete modify accounts Symptom When trying to add modify delete users when OfficeServ Data View is in the Microsoft Access configuration the following error may be displayed Microsoft JET Database Engine 0x80004005 Operation must use an updateable query filename line number Cause The IUSR_computername account does not have sufficient permissions to access the database file Resolution Open the Windows Explorer and open the DB folder under the OfficeServ DataView program folder The default installation location is C Program Files Samsung Electronics Click the right mouse button and choose Properties E C Program FilesiS amsung Electronics OfficeSery DataView h for lt 4 1 OfficeUpdate11 i Outlook Express E RealVNC i amp Samsung Electronics C OfficeServ Call i ci a OfficeServ Dataview a Dataview OSViewCunWA dll g Schedule exe E traffic exe SAMSUNG Telecommunications America L P File Folder File Folder File Folder File Folder File Folder Application Extension Application Application Extension Application Extension Application Extension Video Clip Application Extension Application Application Extension Application Application 143 This will display the DB Properties window DB Properties 4 EF Adm
32. status information on trunks and UCD groups Clicking the New Page icon for a wallboard window will display a readerboard style window as shown below Y UCD Group 5002 TECH SUPPT Microsoft Internet Explorer JO x UCD Agents i UCD Busy UCD Calls In UCD Longest UCD Longest uc t pl JCD Agents Busy Ratio Queue Talk Time Wait Time uco Logged In UCD Logged Out Overall Data The Overall Data wallboard is used to track all call activity to trunks UCD groups and UCD agents in one centralized window Fields displayed can be customized from the Configuration gt Personalize gt Configure Wallboard menu Click Start from the execution options E Overall Data Trunk Busy Trunk Busy Ratio UCD Logged In UCD Calls In Queue normal minor Interval 10 sec Start Trunk In Trys Trunk Calls to Group 11 UCD Agents Busy 4 EA UCD Longest Wait Time Bmaior Go to Configuration gt Personalize gt Set Wallboard to set wallboard content and thresholds Trunk Total Lines Total number of lines trunks Trunk Lines Out of Svc Number of lines in an error conditions Trunk Lines Avail Trunk Agents Busy Number of lines available for use Number of busy agents trunks Trunk In Trys Number of inbound call attempts Trunk Out Trys Number of outbound call attempts Trunk Busy Ratio Ratio of busy trunks to trunks available
33. summary and detailed results are expressed in black and white colors The lt Print gt window will appear over the new page Click the Print to start printing In order to print the gridlines and shading Internet Explorer must be configured to do so This change can be made from Tools gt Internet Options gt Advanced by checking the Print background colors and images option Add Printer Microsoft Office Doc SAMSUNG Telecommunications America L P 56 Export to Excel Click the Export to Excel 3d icon from the additional menus to export a report into Microsoft Excel Note that it works only when Microsoft Excel is properly installed on the PC If the report opens with the Internet Explorer instead of Excel modify the following options Open the Windows Explorer and select Tools gt Folder Options The select the File Types tab select XLS from the Registered file types list and click the Advanced button Folder Options Microsoft Office Excel ALL Add In Microsoft Excel 4 0 Macro Microsoft Excel Worksheet Microsoft Office Excel HTML Document EXCELMHTMLFILE SAMSUNG Telecommunications America L P 57 When the Edit File Type dialog open clear this option Browse in same window Edit File Type Microsoft Excel Worksheet File Download To clear the file download warning clear this option from the Edit File Type window Confirm open after
34. the monitoring item Summary Data This section of the window displays the summary of each detailed data item Detailed Data This section of the window displays detailed monitoring results for the selected sub menu SAMSUNG Telecommunications America L P 113 Selecting a Monitoring Item Monitoring windows display live information on call events that occur in the phone system based on various criteria such as trunk or station status Monitoring items are selected by placing the mouse pointer over a main menu and clicking a sub menu from the list displayed E Monitoring Trunk Trunk Group Status t Station Trunk Port Status by Group t UCD Trunk Fort Status t Miscellaneous Trunk Port Status by Call Time Ho WallBoard F Monitoring Item Monitoring items are categorized into four main menus Trunk Station UCD and Miscellaneous and are further categorized into eighteen sub menus Monitoring Trunk Trunk Group Status Trunk Port Status by Group Trunk Port Status Trunk Port Status by Call Time Station Station Group Status Station Port Status by Group Station Port Status Station Port Status by Call Time UCD UCD Group Call Status UCD Group Login Status UCD Agent Status UCD Overall Agent Status Miscellaneous Operator Group status MAA Group Status YMA Group Port Status Wallboard Overall Data Trunk Data by Group UCD Data by Group SAMSUNG
35. the threshold value of database file size Microsoft has limited the size of an Access database to 2 GB 2048 MB If the threshold is set above 2048 an error will be displayed SAMSUNG Telecommunications America L P 24 Log Records Log Records allows selection a the type of event logs are to be saved in the diagnostic logs By default all types of events are logged In high volume systems this may create a bottleneck in communications resulting in uneven performance of OfficeServ DataView To eliminate this risk disable any unnecessary logs Selecting Log Records will display the following OfficeSery Dataview Data Manag Cancel Select the event types to log and click OK Call Log This option causes call data trunk number DID number etc in the switch to be logged Agent Log This option causes agent status activities log in log out etc to be logged Feature Log This option will cause feature code usage DND OHVA etc in the switch to be logged SAMSUNG Telecommunications America L P 25 Operation Logs The Operation Logs option is divided into two options Data Collector and Data Manager Select either option to configure settings for the diagnostic logs of the selected module POEP ae nate OfficeSery DataView Scheduler SAA If both modules are currently stopped both options will display the following window C Program Files S amsung Electronics iO
36. to FTP site Password2 Password to log in to FTP site Remote Directory2 Directory on the FTP site to save to this entry is optional Copy to the following folder Copy to the following folder Use sl UNCI UNC2 0 0 0 1 Data ViewReports Use Enable or disable ability to save reports to network drives UNC1 Universal Naming Convention path to first network drive UNC2 Path to second network drive SAMSUNG Telecommunications America L P 46 Miscellaneous Users can configure certain options to enhance the statistics and monitoring sections of DataView These options include associating names to UCD Agent PIN numbers and grouping DIDs by department or customer to simplify statistical reporting Add Agent PIN Select Miscellaneous gt Add Agent PIN and display the following window lt Add Agent PIN pl Number gt Agent PIN E PIN Name 1 AAA AA E J L _ 3 hb bh 4 A ho 5 AAA bo 7 AAN AAA 8 9 10 e 11 Y 12 13 E D 14 15 Agent PIN value should be 4 digit lono between 0000 9999 If an agent PIN already exists it won t be inserted Number Line Number for the current PIN Up to 15 PINs can be added at a time Agent PIN Enter the PIN number for the agent to be named PIN Name Enter the name up to 11 characters that is associated with the listed Agen
37. traffic exe Application Application Extension Application Application 145 This will display the DB Properties window DB Properties S Administrators LV000571 Administrators Select Security tab and give full control to the Users group Click OK SAMSUNG Telecommunications America L P 146 cannot save the exported excel report Symptom When exporting a report into excel it is opened in the internet explorer browser window without any menu or toolbar Cause The system ifs configured to open XLS files in a browser window Resolution Open the Windows Explorer and select Tools gt Folder Options Select the File Types tab then select XLS from the Registered file types list and click the Advanced button Folder Options Microsoft Office Excel XLL Add In Microsoft Excel 4 0 Macro Microsoft Excel Worksheet Microsoft Office Excel HTML Document EXCELMHTMLFILE Office Excel Template AAA When the Edit File Type dialog opens clear the Browse in same window option SAMSUNG Telecommunications America L P 147 DataView shows that a trunk is busy but it is not Symptom When you monitor stations agents or trunks DataView may show a call on the device but the device is actually idle Cause This stuck call issue can occur is a TAPI event is lost between the OfficeServ phone switch and OfficeServ Link or between OfficeServ L
38. ups evals Time Time p Ratio Ratio sed Time Time Syc 7 14 on oon 174 0 1 11 11 0 2 0 0 0 01 55 0 00 27 0 00 10 0 00 14 100 0 18 2 0 13 Rows Total number of rows in the detailed data section Time Total Lines Lines Out of Svc Time period for each row Total number of lines trunks in the phone system Number of lines in an error condition Lines Avail Number of lines ready for use Max Lines Used Call Attempts Maximum number of lines used at one time Total number of calls attempted to or from the phone system Actual Calls Number of calls successfully delivered to or from the system Failed Calls Number of calls that failed to connect to from the phone system Calls Answered Total number of calls answered Pick ups Total calls retrieved from hold by direct pickup Call Time Summary of call time for all calls ring until disconnect Talk Time Summary of talk time for all calls answer until disconnect Avg Call Time Average call time Avg Talk Time Average talk time Call Ratio Call success ratio Ans Ratio Call answer ratio Traffic Traffic Erlang Total Call Time Total Report Time SAMSUNG Telecommunications America L P 61 Inbound Trunk Call Statistics The Inbound Trunk Call Statistics report allows viewing of call volume statistics and time based statistics on inbound trunk calls only Select the target time period fr
39. 0 0 0 0 0 0 0 5004 1 1 1 0 0 0 0 0 0 0 0 Total Groups Total number of station groups in the phone system Group Number Station group number of current record Total Lines Total number of lines stations in this station group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Max Lines Used Maximum number of lines used at one time In Trys Number of inbound call attempts Calls In Number of successful inbound call attempts All Lines Busy Calls that failed because all stations were busy Errored Calls In Answer Cnt Number of calls that failed for other reasons Number of answered inbound calls Calls In Ans Number of answered inbound calls No Answers Number of unanswered inbound calls Inbd Xfers Number of inbound transfers Inbd Call Time Total call time for inbound calls Inbd Talk Time Total talk time for inbound calls Avg Inbd Call Time Average call time for inbound calls Avg Inbd Talk Time Average talk time for inbound calls Inbd Ratio Call success ratio for inbound calls SAMSUNG Telecommunications America L P 81 Inbound Station Call Statistics by Group The Inbound Station Call Statistics by Group report displays call volume and time based statistics for incoming calls to a specific station group Select the target time period and station group
40. 0m lt 30m gt 30m Calls Time 1 2 0 0 0 0 0 0 0 0 0 2 0 00 23 Time Detail Time lt 30s lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m Tote wees cai Calls Time eee 2 0 0 0 0 0 0 0 0 0 2 0 00 23 12 00 Rows Total number of rows in the detailed data section Time Time period for each row lt 30 s Number of calls with duration less than 30 seconds lt 60 s Number of calls with duration between 30 and 60 seconds lt 90 s Number of calls with duration between 60 and 90 seconds lt 2m Number of calls with duration between 1 5 and 2 minutes lt 3 m Number of calls with duration between 2 and 3 minutes lt 4m Number of calls with duration between 3 and 4 minutes lt 5m Number of calls with duration between 4 and 5 minutes lt 10m Number of calls with duration between 5 and 10 minutes lt 20 m Number of calls with duration between 10 and 20 minutes lt 30 m Number of calls with duration between 20 and 30 minutes gt 30 m Number of calls with duration over 30 minutes Total Calls Total number of calls over the target time period Max Call Time Longest call duration for this time period SAMSUNG Telecommunications America L P 64 Inbound Trunk Call Time Statistics The Inbound Trunk Call Time Statistics report shows the distribution of inbound trunk call times grouped into set time bands as shown below Select the ta
41. 14 8315 8316 SAMSUNG Telecommunications America L P 41 Station Group Information This menu is used for displaying information on station groups configured in the phone system Station Group Information Group Number Name Type Group Members 5000 Normal 2001 5001 CUST SVC UCD 2001 2004 2005 2201 2202 5002 TECH SUPPT UCD 2001 2005 2201 2202 2004 5003 UCD 2001 2004 2005 2201 2202 5004 Normal 2004 5026 Normal 2501 5028 AA 2951 2952 2953 2954 2955 2956 2957 2958 5029 Voice Mail 2034 2035 2036 2033 Report Scheduling This menu allows configuration of scheduled reports or deletion of unnecessary scheduled reports Scheduled Report Setup This Report Scheduling menu is used for setting the report period and structure for the report Different options are provided for setting the period of a scheduled report depending on whether the report is a daily report a weekly report or a monthly report Configure Daily Report Configure Dally Report Use F Report Times 00 mi 00 as 23 m 45 se Print L Use Check this option to generate daily reports Report Times Set the time period for which the report should be created each day Print Automatically print the report to the server s default printer SAMSUNG Telecommunications America L P 42 Configure Weekly Report E Configure Weekly Report Seve us
42. 2 2002 ISON Trunk Normal Idle 0 00 00 Total Lines Total number of lines trunks in this trunk group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Trunks Busy Number of busy trunk group agents trunks In Trys Number of inbound call attempts Out Trys Number of outbound call attempts Busy Ratio Ratio of busy lines to total lines available Calls to Group Number of incoming calls to a group Number Record identifier for this trunk Port Trunk port number for this trunk Port Type Device type for this trunk i e ISDN Trunk Port Status Current status of this trunk i e Normal Plug Out Call Status Call status on this trunk i e Idle Connected Duration Time this trunk has been in this status Phone Number Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Description Brief description of call activity i e gt G 521 represents that this is an incoming call ringing group 521 SAMSUNG Telecommunications America L P 118 Trunk Port Status The Trunk Port Status monitor is used to track call activity for a specific range of trunks Enter the range of trunk ports in the execution options and click Start ES Trunk Port Status Number 1 2 3 4 5 Port 7001 7002 7003 7004 7005 Port 7001 7005 Interval 5 sec EJ stop Port
43. 23 2004 18007377008 7023 0 00 06 6 7 14 2005 11 55 51 AM 7023 2001 13007377008 7023 0 00 07 7 7 14 2005 11 57 10 AM 7023 2201 18007377008 7023 0 00 07 Abandoned Calls Total number of abandoned calls for this time period Number Call record number Start Time The time the call was received by the phone system Trunk Trunk port number Inbound Internal station or station group that was called DID DID number this call came in on CLI Caller ID information for this caller Abandoned Wait Time this caller waited before hanging up abandoning Time SAMSUNG Telecommunications America L P 73 Station Statistics This section describes the statistics on stations in the OfficeServ phone system l Station Call Statistics The Station Call Statistics report provides call volume and time based statistics for all station calls Fi Station Call Statistics start 7 14 2005 R 7 Eeo End 7 14 20058 A 2E 00E Interval 15m E Query Summary R otal Fa L a Call Actual Failed Calls Pick Retri Call Talk a a Call Ans os Lines ne A a Attempts Calls Calls Answered ups evals Time Time SS gt Ratio Ratio Sv sed Time Time 1 230 176 3 37 33 4 8 0 0 0 06 16 0 01 10 0 00 10 0 00 09 89 2 24 2 Time Detail Ti Total ae see Call Actual Failed Calls Pick Retri Call Talk at an Call Ans une Lines a mes Attempts Calls Calls Answered ups evals Time Time y iy Ratio Ratio sed Time Time 7 14 20 pa 230 176 54 3 37 3
44. 27 AM 2004 18007377008 7023 0 00 06 6 7 14 2005 11 55 51 AM 2001 18007377008 7023 0 00 07 7 7 14 2005 11 57 10 AM 2201 18007377008 7023 0 00 07 Group Number UCD group number for this record Group Name Name of this UCD group if set Calls In Number of inbound calls Abd Calls Number of abandoned calls Over flow In Number of calls that overflowed to this group from another group Abandoned Wait Time Total wait time for abandoned calls Avg Time to Abd Average time to abandon for this period Abandoned Ratio Ratio of abandoned calls to call attempts Number Call record number Start Time The time the call was received by the phone system Inbound Internal station or station group that was called DID DID number this call came in on CLI Caller ID information for this caller SAMSUNG Telecommunications America L P 98 Operator Statistics This section describes the operator group statistics of the OfficeServ system Operator Group Call Statistics The Operator Group Call Statistics report provides call volume and time based statistics for all inbound operator group calls in the phone system Set the options in the execution options and click Query Fi Operator Group Call Statistics Start 7 14 2005 5 7 EE End 7 14 20058 12 00 Interval fism_ E query Summary i A A eos All Calls Inbd Inbd 29 vg Inbd Ring Total
45. 3 4 8 0 0 0 06 16 0 01 10 0 00 10 0 00 09 89 2 24 2 Select the target time period from the execution options and click Query Rows Total number of rows in the detailed data section Time Time period for each row Total Lines Total number of lines stations in the phone system Lines Out of Svc Lines Avail Number of lines in an error condition Number of lines ready for use Max Lines Used Maximum number of lines used at one time Call Attempts Actual Calls Failed Calls Total number of calls attempted to or from the phone system Number of calls successfully delivered to or from the system Number of calls that failed to connect to from the phone system Calls Answered Total number of calls answered Pick ups Total calls retrieved from hold by direct pickup Retrievals Calls retrieved from hold from a different station Call Time Summary of call time for all calls ring until disconnect Talk Time Summary of talk time for all calls answer until disconnect Avg Call Time Average call time Avg Talk Time Average talk time Call Ratio Call success ratio Ans Ratio Call answer ratio SAMSUNG Telecommunications America L P 74 Inbound Station Call Statistics The Inbound Station Call Statistics report provides call volume and time based statistics for incoming station calls only Select the target time period from the execution optio
46. AMSUNG Telecommunications America L P 136 CHAPTER 7 Troubleshooting This chapter provides information on problems that may occur during the installation and operation of OfficeServ DataView and describes proper actions to resolve each problem ODBC Version Error Symptom An error message related to ODBC Open Database Connectivity appears on the window Cause In order to use the OfficeServ DataView program with MDB the version of Microsoft Access Driver mdb must be 4 0 or later Although the Microsoft Access Driver 4 0 for ODBC is automatically installed during the installation of OfficeServ DataView the driver may not have been automatically installed on certain PC configurations Resolution Connect to the Microsoft site and download the latest version of Microsoft Jet Driver Install the driver on the PC and restart the OfficeServ DataView program SAMSUNG Telecommunications America L P 137 cannot open the monitoring pages Symptom Upon selecting any of the monitors the following error may appear Server object error ASP 0178 80070005 Server CreateObject Access Error The call to Server CreateObject failed while checking permissions Access is denied to this object Cause The authenticated user for the Visual Basic VB run time file Msvbvm60 dll does not have sufficient permissions The authenticated user is the USR_computername account when using anonymous access or the user that is authe
47. Computer Y Network Computer ye lt InstallShield Then specify a folder Choose Folder na TS Local Disk 71 H H compaq 3 Config Msi SO CTI y DataviewDB E 1 53 Documents and Settings H Drivers g K Using Microsoft Access Driver mdb Steps 7 and 8 will be skipped if Microsoft Access Driver mdb configuration is used SAMSUNG Telecommunications America L P 9 17 A message will be displayed asking whether or not to attempt upgrade of database files As this is a new installation choose No Y CHECK Using Microsoft Access Driver mdb bi Step 11 will only be displayed if Microsoft Access Driver mdb configuration is used 12 Once OfficeServ DataView setup is completed click Finish OfficeServ DataView InstallShield Wizard InstallShield Wizard Complete The InstallShield Wizard has successfully installed OfficeServ Dataview Click Finish to exit the wizard InstallShield SAMSUNG Telecommunications America L P 10 13 A message will be displayed explaining that the internet guest account IUSR_ lt computername gt must be given permissions to access the OfficeServ DataView system folders Follow the instructions then click Next gt m OfficeSery DataView InstallShield Wizard Folder Security Permissions Folder secunty should be permitted as follows before starting Dataview C Program Files Samsung Electro
48. D call times grouped into set time bands as shown below Select the target time period from the execution options and click Query Fj UCD Call Time Statistics Start 7 14 2005 16 7 3 30 5 End 7 14 2005 lf he 3 00 E interval fism E Query Summary Rows lt 1m lt 2m lt 3m lt 4m lt Sm lt 6m gt 6m Total Calls aye TAR max can Time Time 1 0 0 0 0 0 0 2 0 00 14 0 00 23 Time Detail Time lt 1m lt 2m lt 3m lt 4m lt 5m lt M gt 6m Total Calls Avg Talk EA A Time Time 7 14 2008 0 0 0 0 0 0 2 0 00 14 0 00 23 12 00 Rows Total number of rows in the detailed data section Time Time period for each row lt 1m Number of calls with duration less than 1 minute lt 2m Number of calls with duration between 1 and 2 minutes lt 3m Number of calls with duration between 2 and 3 minutes lt 4m Number of calls with duration between 3 and 4 minutes lt 5m Number of calls with duration between 4 and 5 minutes lt 6m Number of calls with duration between 5 and 6 minutes gt 6m Number of calls with duration over 6 minutes Total Calls Total number of calls Avg Talk Time Average talk time this period Max Call Time Maximum call time this period SAMSUNG Telecommunications America L P 94 UCD Group Call Time Statistics The UCD Group Call Time Statistics report shows the distribution of all inbound UCD call times summarized by group and g
49. Detail Port Type Port Status Call Status Duration Phone Number Description ISDN Trunk Normal Idle 0 ISDN Trunk Normal Idle 0 ISDN Trunk Normal Idle 0 ISDN Trunk Normal Idle 0 0 ISDN Trunk Normal Idle Number Record identifier for this trunk Port Trunk port number for this trunk Port Type Device type for this trunk i e ISDN Trunk Port Status Current status of this trunk i e Normal Plug Out Call Status Call status on this trunk i e Idle Connected Duration Time this trunk has been in this status Phone Number Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Description Brief description of call activity i e gt G 521 represents that this is an incoming call ringing group 521 SAMSUNG Telecommunications America L P 119 Trunk Port Status by Call Time The Trunk Port Status by Call Time monitor is used to track call activity for a specific range of trunks that have been connected for longer than a specific period of time Enter the range of trunk ports and select the duration of the trunk port and click Start ES Trunk Port Status by Call Time Port 7001 po 17049 Duration gt 1 sec Interval Js sec haa Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 1 7023 ISDN Trunk Normal Ring Back 0 00 02 18007377008 gt G 5002
50. ER 5 Monitoring This chapter describes the system monitoring functions supported by OfficeServ Data View CHAPTER 6 Scheduled Reports This chapter describes the scheduled report functionality of OfficeServ DataView CHAPTER 7 Troubleshooting This chapter describes how to troubleshoot the problems that may occur while installing or using OfficeServ DataView SAMSUNG Telecommunications America L P V ANNEX A Abbreviations Describes the acronyms used in this guide i Conventions The following special paragraphs are used in this document to point out information that must be read This information may be set off from the surrounding text but is always preceded by a bold title in capital letters CHECK CHECKPOINT y Provides the operator with checkpoints for stable system operation NOTE NOTE EN Indicates additional information as a reference SAMSUNG Telecommunications America L P vi CHAPTER 1 Overview of OfficeServ DataView This chapter provides an overview of OfficeServ DataView and describes its functions and system requirements Overview of OfficeServ DataView OfficeServ DataView is a monitoring and statistics application for Samsung OfficeServ phone systems and provides information on current system usage as well as cumulative statistics on usage through web based user interfaces OfficeServ DataView has the following components The Data Collector which analyzes the call
51. G WWINGOW Layout sssi ni alae acec eid Se cleesetale lL cdaetvacie eels dele ete 112 Selecting a Monitoring TEIN A de 114 Monitoring MV a 114 Additional MENUS ara 115 NeW TP ACG e ed tea eb dd 115 New Large Characier Page sorie erate di dto oe le 115 MA 117 TUK GROUP SIUS COPA o PUNO e E on eat sueeestanecet segues teneatonecags 117 Tink POR Status BY round dias 118 TUNA AS ia eE 119 Trunk Porestatus DVC all TINO da dd ae cdi dd 120 Station MONITO FINO Sirise a iaa aap a aiaa a a aana 121 Salon Grou SAUS aaa e A E a a E E 121 Slaton Pont Status DY Groussen a e a e eats 122 Slaton FPO SaS aeea a aa a a eee Ree 123 Station Port Status Dy Call TMe earns eaa a a E E TR 124 UCD MONON irsinin diia 125 OE Nc a E a a a 125 SAMSUNG Telecommunications America L P iii UGD Group HOG iia Sta tS ocios inician 126 UCD Agent Stallone oS 127 UCDOveralllAgent StalU S aida 128 MISCOCIANGOUS aa aaa aa aa E E EENAA N A EAE a Ea Ea AE 129 Operator Group sia US adoos 129 VIWAA Group StalUS sarera a a aE 130 VMAA Group Por StatUS e dl leat 131 EU lelet ici E A A E A E E E A E sh adens 132 Overal Dalasas e O o e 5 PCH re ue te ica ate 132 TUNK Data DY GOUD rasiksa ien dd italia dile dnde 133 UCD Data Dy GOUD iea e dei noia 134 CHAPTER 6 Scheduled Reports 135 Scheduled Report Window Layout issis aaa a ii 135 CHAPTER 7 Troubleshooting 137 A o ee seam nas SS nO E Or ee eee ecm eee eee eens es 137 I cannot open the mo
52. In Calls Calls o Call Talk n r Trys In Ans i Time Time S Ratio Ratio Trys In Ans as Time Time S In Time In Time 1 12 10 2 0 0 02 03 0 00 18 0 00 09 83 3 20 0 9 9 2 0 0 01 29 0 00 27 0 00 14 100 0 22 2 Time Detail Inbound Internal Inbound External Xx A x A Time In Calls Calls o Call Talk a Inbd Ans In Calls Calls fa Call Talk Sa Trys In Ans E Time Time b Ratio Ratio Trys In Ans S Time Time S In Time In Time 7 14 2005 12 10 2 0 0 02 03 0 00 18 0 00 09 83 3 120 0 9 9 2 0 0 01 29 0 00 27 0 00 14 100 0 22 2 12 00 Rows Total number of rows in the detailed data section Time Time period for each row Inbound Internal Call details for internal station calls Inbound External Call details for external phone calls In Trys Number of inbound call attempts Calls In Number of successful inbound call attempts Calls Ans Number of answered inbound calls X fers In Number of inbound transfers Call Time Total call time for inbound calls Talk Time Total talk time for inbound calls Avg Talk Time Average talk time for inbound calls Inbd Ratio Call success ratio for inbound calls Ans Ratio Inbound call answer ratio SAMSUNG Telecommunications America L P 77 Outbound Station Call Breakdown The Outbound Station Call Breakdown report provides call volume and time based statistics for all outbound station calls divided into internal and externa
53. In Wrap Up Call Status Call status on this station i e Idle Connected Duration Time this station has been in this status Phone Number Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call SAMSUNG Telecommunications America L P 128 Miscellaneous This function is used for monitoring miscellaneous ports in the phone system Operator Group Status The Operator Group Status monitor is used to track call activity to the phone system s operator group Click Start from the execution options to start the monitoring ES Operator Group Status RE Ring Plan 1 Group 5000 Interval Js sec Stop ma Summary Total Lines Lines Out of Svc Lines Avail Inbd Answers Calls In Queue Calls Answered Ans Ratio Calls to Group 1 1 1 0 0 0 0 1 Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 1 2001 Digital Station Normal Ringing 0 00 02 2201 gt G 5000 Ring Plan This is the ring plan that the system is currently operating in Group This is the group number of the operator group in the system Total Lines Total number of lines stations in the operator group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Inbd Answers Number of inbound calls currently ringing the operator group Calls In Queue Number of calls waiting to be answered by t
54. L P 54 Statistics Item Statistics items are categorized into six main menus Trunk Station UCD Operator Miscellaneous and Scheduled Reports and are further categorized into fifty three submenus Statistics Trunk Trunk Call Statistics Inbound Trunk Call Statistics Outbound Trunk Call Statistics Trunk Call Time Statistics Inbound Trunk Call Time Statistics Outbound Trunk Call Time Statistics Inbound Trunk Call Error Statistics Outbound Trunk Call Error Statistics Trunk Group Call Statistics Outbound Trunk Call Statistics by Group Trunk Port Statistics Trunk Abandoned Call List UCD UCB Call Statistics UCD Group Call Statistics UCD Call Statistics by Group UCD Agent Statistics Summary UCD Group Statistics Summary UCD Agent Statistics by Group UCD Agent Counts Detailed Statistics UCD Agent Times Detailed Statistics UCB Call Time Statistics UCD Group Call Time Statistics UCD Wart Time Statistics UCD Group Wart Time Statistics UCD Group Abandoned Call List Miscellaneous VAY Group Statistics VAY Group Error Statistics DID Statistics BIC Statistics by DID Group Detailed DID Statistics SAMSUNG Telecommunications America L P Station Station Call Statistics Inbound Station Call Statistics Outbound Station Call Statistics Inbound Station Call Breakdown Outbound Station Call Breakdown Outbound Station Call Error
55. OF CONTENTS INTRODUCTION vV FNS irritada V Document Content and OrganizatiON ooccccccccccnconnccnnnncnononnnennnnnononnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnncns V CONVENON SS a vi CHAPTER 1 Overview of OfficeServ DataView 1 Overview of OfficeServ DataView ccccccccsscscecceceececescecnscecucceenseeueeeeaeeseueesensaeeeeaeesenensanensaneasaneuseueesaaensanensanenss 1 Sy stemiRequiremenis sas ri 2 Functions of OfficeServ DataVieW ccccccescscescececcecescecnsceencceeneeeeuseeeseueeseueeseueesanensaneaseueaeneeaeeesneeueesauenseneneneeas 3 CHAPTER 2 OfficeServ DataView Installation 4 Before Installation oooooooonocccccncnnnnnnnnnnnnnnn mnnn nnmnnn nnne 4 installing OficeSery Datla ViCW sssasorese aE iii 5 CHAPTER 3 OfficeServ DataView Menus 14 Components Of OiceServ Data ViOW ccoiccoisocaponiccoiio idad iio eE SGAE 14 SS 15 Dala CONOCIO P acorralado coito tocara 29 BENENE PO rete set PON SEO a 31 ARUN OMceser Dala Vie Wo cacaos iio lote idas 33 Main WIN O Winrar ia id 35 A cee ocececceesececesece ace ecece cede ce sesenccescocanseeeeedaesceenacescaceeesccenccestaceeee 37 CONTIQUFAtTION cuicos ii is 38 User Manade Melinda dto iia caian 38 Server III ION picor dicos didas edo rain acacia 40 o serren R cassedeeodeeetcaseaets 42 UES Tore eS ke antenna arate ae elven a en ge ne ar Oe ey ae er rey ae 47 FSP SOMA dais 50 SAMSUNG Telecommunications America L P i CHAPTER 4
56. Station Normal 0 00 06 2201 Digital Station Forward 0 00 01 2005 Digital Station Normal 0 00 01 2004 Number Record identifier for this station Port Station port number for this station Port Type Device type for this station i e Digital Station Port Status Current status of this station i e Normal Plug Out Call Status Call status on this station i e Idle Connected Duration Phone Number Time this station has been in this status Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Description Brief description of call activity i e G 549 represents that this is an outgoing internal call to group 549 SAMSUNG Telecommunications America L P 124 UCD Monitoring This function is used for monitoring the status of UCD groups and agents in the phone system UCD Group Call Status The UCD Group Call Status monitor is used to track call volume information for all UCD groups in the phone system Click Start from the execution options to start the monitoring ES UCD Group Call Status Interval Js sec Stop Summary Call Ans Calls t G Call Total Groups Agents Logged In Inbd Answers Calls In Queue one Calls to Group DS Onsen diz 9 Answered Grp ns Ratio 3 5 1 1 0 1 0 0 0 Group Detail Ii Ii Ii A Il II Group Groun Name Aganti oogadh Inbd Calls In Calls Calls to ns Calls to Gr
57. Statistics Station Feature Code Usage Statistics Station Group Call Statistics Inbound Station Call Statistics by Group Inbd Station Call Breakdown by Group Station Port Statistics Operator Operator Group Call Statistics Operator Group Call Breakdown Operator Call Time Statistics Operator Call Time Stats by Ring Plan Operator Port Call Statistics Operator Port Call Breakdown Scheduled Reports Daily Trunk Report Daily UCD Report Weekly Trunk Report Weekly UCD Report Monthly Trunk Report Monthly UCD Report 55 Additional Menus Print Click the Print icon from the additional menus to print a statistics window The following figure shows an example of clicking the Print icon in a Trunk Overall Statistics window UCD Call Statistics by Grou Period 7 14 2005 07 30 7 14 2005 12 00 Print Time 7 14 2005 13 50 Ava Avg Avg Group Group Max Agents Calls Calls Abd Over Wait Time to Ans Number Name Agents Logged In Ans Calls flow In Time Ratio 7 Out Abd 5002 hice 2 7 0 00 27 0 00 14 0 00 04 0 00 08 22 2 SUPPT Time Detail Avg Avg Avg Time ovia f d Calls In Pa e a Kig Talk Wait Time to wa gents Logge ns alls ow In ime Time Time Abd atio 7 m EC E A A A OTI aas A page for printing is created with the title on the upper middle the data retrieval period on the upper left section and the printing date on the upper right section of the page The
58. Talk Time Total talk time for this period Avg Call Time Average call time for this period Avg Talk Time Average talk time for this period SAMSUNG Telecommunications America L P 109 DID Statistics by DID Group The DID Statistics by DID Group report provides call volume and time based statistics for all DID calls in the system summarized by DID group Select the target time period from the execution options and click Query F DID Statistics by DID Group Start 8 17 2005 8 11 5 00 E Ena f871972005 0 155 308 Query Summary Il Abandon Av Ii Avg Talk Total Groups Total OIDs Call Attempts cam bandoned Ans Ratio Call Time Talk Time 228 E Answered Calls Time Time 4 12 0 0 0 0 0 0 0 0 DID Detail A l i A tl DID Group DID 5 Call Attempts CoB bandoned Ans Ratio Call Time Talk Time A Sa ayo Tok Answered Calls Time Time Cust Svc 3 0 0 0 0 0 0 0 0 Personal 5 0 0 0 0 0 0 0 0 Samsung 2 0 0 0 0 0 0 0 0 Tech Suppt 2 0 0 0 0 0 0 0 0 Total Groups Total number of DID Groups configured in DataVlew DID Group Name of this DID group DID s Number of DIDs in this group Call Attempts Number of inbound call attempts Calls Answered Number of calls answered Abandoned Calls Number of calls abandoned Ans Ratio Ratio of calls answered to call attempts Call Time Total call time for this period Talk Time Total talk time for this period Avg Call Time Average call time for this per
59. Trunks Busy In Trys Out Trys Busy Ratio Calls to Group 4 54 0 54 5 2 3 9 3 3 Group Detail Lines Out of Group Number Total Lines Sue Lines Avail Trunks Busy In Trys Out Trys Busy Ratio Calls to Group Vv 2800 23 0 23 2 2 17 4 0 2805 amp 0 8 1 0 1 12 5 0 Total Groups Total number of trunk groups in the phone system Group Number Trunk group number of current record Total Lines Total number of lines trunks in this trunk group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Trunks Busy Number of busy trunk group agents trunks In Trys Number of inbound call attempts Out Trys Number of outbound call attempts Busy Ratio Ratio of busy lines to total lines available Calls to Group Number of incoming calls to a group SAMSUNG Telecommunications America L P 117 Trunk Port Status by Group The Trunk Port Status by Group monitor is used to track call activity for all trunks in a specific trunk group Select a group from the execution options and click Start ES Trunk Port Status by Group Interval 10 sec El Group 2800 x Start Summary Total Lines Lines Out of Svc Lines Avail Agents Busy In Trys Out Trys Busy Ratio Calls to Group 23 0 23 lt 2 2 17 4 0 Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 1 2001 ISON Trunk Normal MERA 0 01 52 6198 gt G 5830
60. a Manager module Call Statistics OfficeServ DataView provides statistics on all call activity in the phone system OfficeServ DataView displays statistics according to a variety of characteristics such as trunk station UCD Universal Call Distribution Operator attendant and VM AA Voice Mail or Automated Attendant groups as well as statistics on DID Direct Inward Dialing numbers Every 15 minutes the Data Manager module summarizes the call events from the log database and saved into a summary database to increase the speed of statistical reporting Scheduled Reports OfficeServ DataView provides the ability to schedule specific trunk or UCD reports to run for a specified period OfficeServ DataView can automatically generate reports daily weekly or monthly as well as provide the ability to view back up or delete a report OfficeServ DataView also provides the ability to deliver automatically generated reports to users in a variety of ways including delivery as an e mail attachment FTP upload and saving to a network drive Database Backup and Restore OfficeServ DataView tracks the size of both log and summary databases and creates forecasts of approximately when each database will pass the programmable threshold OfficeServ DataView will alarm when a database nears the threshold value and provides the ability to perform emergency back up the database file in order to create a fresh new database with no loss of reporting functio
61. a station camped on to a busy station DND Number of times Do Not Disturb was activated Forward Number of times a user changed call forwarding options Message Number of station to station not voicemail messages left OHVA Number of times Off Hook Voice Announce was used Programmed Message Number of times users activated Programmed Messages SAMSUNG Telecommunications America L P 80 Station Group Call Statistics The Station Group Call Statistics report provides call volume and time based statistics for incoming calls to non UCD station groups summarized by station group Select the target time period from the execution options and click Query Fi Station Group Call Statistics Start 7 14 2005 5 7 E 0H End 7 14 2005 0 2 8 00 E query Summary Lines Max All Inbd inba 4Y9 4Y9 Inbd Total Total Lines i In Calls Errored Calls No Inbd Inbd Inbd Inbd Out of Lines Lines Call Talk Answer Groups Lines Avail Trys In Calls In Ans Answers Xfers Call Talk Ratio Sve Used Busy Time Time 3 Ratio Time Time 35 3 0 3 1 0 0 0 0 0 0 0 0 0 0 0 0 0 Group Detail Max Max All Calls Inbd Inbd 4Y9 AY9 Inbd Group Group Total Lines In Calls Errored No Inbd Inbd Inbd Inbd MumberiN bi ine Avail Lines T l Lines Call In An nelle Call Talk call Talk Rati Answer umber Name Lines Errors vail Used rys n Bley alls Ang swers Xfers Time Time a a atio Ratio 5000 1 1 1 0
62. art all server modules or click each Start button to start each module seperately NOTE Starting Each Module Data Collector downloads configuration data from the OfficeServ system when the module starts It is recommended that Data Manager be started after Data Collector starts Clicking Start All will launch Data Collector first and then Data Manager SAMSUNG Telecommunications America L P 33 a Once each module is started the Status icon Stop All and all of the Stop buttons are enabled while Start All and all of the Start buttons are disabled x O OfficeServ DataView Schedule File Option Help Data Collector Y Data Manager Add to E System Tray ampayos aseqeyeq smeg Stop Temporary Chart Images Delete tatal Stopal lls Reset Once all of the server modules are operating properly the system tray icon will have a yellow background When all server modules and the Scheduler are running OfficeServ DataView is fully active and the web application may be used to view monitoring and statistics data SAMSUNG Telecommunications America L P 34 Main Window Run Internet Explorer and enter the following in the address bar to view the home page of OfficeServ DataView Then press Enter Athos localhostD atay ley Enter the IP address or NetBIOS name of the server where OfficeServ DataView is installed Once the web address for OfficeServ Da
63. ata Manager Log Information Configure diagnostic log options for Data Collector in this field Data Collector Option Only Log Level and Log Print can be changed while the Data Collector is running This option determines whether the Data Collector should automatically connect to OfficeServ Link on launch The default setting is Manual SAMSUNG Telecommunications America L P 30 Data Manager The Data Manager is responsible for providing statisitcal reports to the OfficeServ DataView web application Every 15 minutes the Data Manager creates a cumulative record from the events logged by the Data Collector and saves that record to a summary database where the web application can access the data Data Manager Menu Data Manager does not have any user interface windows Monitoring of Data Manager operation is performed by the Scheduler If the Data Manager is running in the system tray right click the on the icon to access the Data Manager menu Log Records Log Records allows selection a the type of event logs are to be saved in the diagnostic logs By default all types of events are logged In high volume systems this may create a bottleneck in communications resulting in uneven performance of OfficeServ DataView To eliminate this risk disable any unnecessary logs Selecting Log Records will display the following OfficeSery Dataview Data Manag OK Caneel Select the event types to
64. atch such as a transfer to an Add On Module No Answer Calls that received no answer Abandoned Calls that were abandoned Other Calls that failed for other reasons SAMSUNG Telecommunications America L P 108 DID Statistics The DID Statistics report provides call volume and time based statistics for all DID calls in the system summarized by DID number Select the target time period from the execution options and click Query F DID Statistics Total DIDs Call Attempts 16 DID DIO Name DID Group 5730 Tech Supp 5732 Training 5733 Repair 58 TS Start 8 22 2005 Ls Boog End 8 22 2005 E Ls oc query Summary paes gg ie Ans Ratio Call Time Talk Time Avg Call Time Avg Talk Time 23 3 88 5 1 48 31 1 04 36 0 04 10 0 02 49 DID Detail Call Calls Abandoned ane Ratio CallTime Talk Time Y Call Avg Talk Attempts Answered Calls Time Time o ol 0 ol ol o 0 0 o o o 0 0 0 0 0 0 0 0 O 0 0 0 0 ol 0 0 Total DIDs Number of separate DIDs called this period DID DID number for this record DID Name Name associated with this DID in the phone system DID Group Name of the DID group DID is a member of Call Attempts Number of inbound call attempts Calls Answered Abandoned Calls Number of calls answered Number of calls abandoned Ans Ratio Ratio of calls answered to call attempts Call Time Total call time for this period
65. ber Description Digital Station Normal Idle 0 Digital Station Plug Out Idle 0 Digital Station Plug Out Idle 0 Digital Station Forward Idle 0 Digital Station Normal Idle 0 Number Record identifier for this station Port Station port number for this station Port Type Device type for this station i e Digital Station Port Status Current status of this station i e Normal Plug Out Call Status Call status on this station i e Idle Connected Duration Time this station has been in this status Phone Number Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Description Brief description of call activity i e G 549 represents that this is an outgoing internal call to group 549 SAMSUNG Telecommunications America L P 123 Station Port Status by Call Time The Station Port Status by Call Time monitor is used to track call activity for a specific range of stations that have been connected for longer than a specific period of time Enter the range of station ports and select the duration of the station port and click Start Number Port 2001 2004 2005 ES Station Port Status by Call Time lt Port 2001 2005 Duration gt 1 sec Interval Js sec Ss Port Detail Port Type Port Status Call Status Duration Phone Number Description Digital
66. bound group transfers Forced Log Outs Number of times the agent was logged out by the system Inbd Xfers Ans Number of transferred inbound calls answered Login Time Total time agent was logged in this period Talk Time Total talk time for this period Consult Time Total consultation time this period SAMSUNG Telecommunications America L P 91 UCD Agent Counts Detailed Statistics The UCD Agent Count Detailed Statistics report provides call volume statistics for a specific UCD agent Agents can be selected based on extension Tel or Agent PIN number PIN Select the target time period and agent from the execution options and click Query Fj UCD Agent Counts Detailed Statistics Start 8 17 2005 8 0 E p0 E Endi8 19 20058 H sE poH intervat Day E Agent 2001 E Query Summary Agent Agant Total Calls x fers ale Ere eis Direct Sabai Outbd Pick Agent 9 9 A Calls In Consits Log fers Calls Conf s Name PIN Groups Out fers Calls Calls ups Outs Ans Ans Out 2001 OPERSR 6257 0 0 0 0 0 0 0 0 0 0 0 0 Date Detail II d Date pesa Calls In Calls Ans Consits X fers Eos roroso ce Phases shift gua Pick ups Conf s Groups Out Log Outs Calls Calls Ans Calls p Out Ans F 9 19 Fri 0 0 0 0 0 0 0 0 0 0 0 0 0 09 15 Agent Agent station number Agent Name Station name for agent if set Agent PIN PIN number for this agent Time Time period for each row Total Groups
67. calls Average call time for inbound calls Avg Inbd Talk Time Average talk time for inbound calls Inbd Call Ratio Inbd Ans Ratio Inbd Traffic Call success ratio for inbound calls Inbound call answer ratio Inbound call traffic Erlang Call Time Report Time SAMSUNG Telecommunications America L P Query Inbd Traffic 0 1 Inbd Traffic 0 1 62 Outbound Trunk Call Statistics The Outbound Trunk Call Statistics report allows viewing of call volume statistics and time based statistics on outbound trunk calls only Select the target time period from the execution options and click Query Fj Outbound Trunk Call Statistics Start 7 14 2005 Tall 7 3 30 End 7 14 2005 fa 12 00 Interval 15m Query Summary vg Lines 2 3 Outbd Outbd Avg Out Outbd Outbd Rows a Out of we Lines ae hada Ngai Call Talk a Talk Call Ans pa Me Sve ves Used STIRS oe me SNS Time Time de Time Ratio Ratio PS Time 1 174 0 174 1 2 2 0 0 0 00 26 0 0 00 13 011100 0 0 0 0 03 Time Detail A Ava Avg Lines i Max Outbd Outbd Outbd Outbd Total Lines Outbd Outbd Outbd Outbd Out Out Outbd Time Li Out of pea Lines a ee oa sao Call Talk can Tai Call Ans Trsff Se Svc yal Used EME aN noes ARAS Time Time Ratio Ratio SAG Time Time 7 14 2005 bee 174 0 174 1 2 2 0 00 00 26 0 0 00 13 0 100 0 0 0 0 03 Rows Total number of rows in the detailed data section Time Time pe
68. calls Call Ratio Ratio of answered calls to call attempts Xfer Ratio Ratio of transferred calls to answered calls SAMSUNG Telecommunications America L P 107 VM AA Error Statistics The VM AA Error Statistics report totals for the error types a voicemail or automated attendant call may encounter Select the target time period from the execution options and click Query Fi VM AA Group Error Statistics Start 7 14 2005 5 7 E 0E eEnd 7 14 2005 12 00 intervatfism E query Summary j N i N Rows ih f RBE orar Ai Invalid Busy DND sick a Plug Out Bence y Abandoned Other Attempts Errors Ratio Exist Mismatch Answer 1 0 0 0 0 0 0 0 0 0 0 0 Time Detail xf f x i Time er eek rar EY Invalid Busy DND coas ns Plug Out Denice wy Abandoned Other Attempts Errors Ratio Exist Mismatch Answer ci 0 0 0 0 0 0 0 0 0 0 0 12 00 Rows Total number of rows in the detailed data section Time Time period for each row Xfer Attempts Number of transfer attempts to or from a VM AA port Xfer Errors Number of failed transfers Xfer Error Ratio Ratio of failed transfer to transfer attempts Invalid Calls failed due to transfer to an invalid extension Busy Calls failed due to a busy port DND Calls failed due to a port being DND Does Not Exist Calls attempted to a non existent port Plug Out Calls failed because a port was unplugged Device Mismatch Calls failed due to a device mism
69. cense number is not registered OfficeServ DataView will not operate Check the IP Address of the OfficeServ Link Server OfficeServ DataView communicates with OfficeServLink via TCP IP In order to facilitate these communications the IP address of the OfficeServ Link server must be entered into OfficeServ DataView Contact the OfficeServ Link or phone system administrator to obtain the IP address of the OfficeServ Link server SAMSUNG Telecommunications America L P 4 Installing OfficeServ DataView Follow the steps below to install OfficeServ DataView OfficeServ DataView is installed in the C Program Files Samsung Electronics OfficeServ DataView folder by default 1 Insert the OfficeServ Aplications CD ROM and follow the onscreen menus to locate the OfficeServ DataView setup link If OfficeServ DataView was downloaded from the Samsung website locate the installation file that was downloaded and double click the file to run it 2 Once the lt InstallShield Wizard gt window appears select a language for the installation program and click Next gt Dice er Dataview InstallShield Wired Choose Setup Language language lor ihe aioe Broma lhe chokes DER 3 Choose a country and click Next gt Offices ery DataView InstallShield Wizard Welcome to the Insia hield Wizard for UlhiceS ere Dataview The Insats hela Mrzard val metal OfhceSery Dataview on pour cor i Seleci pou cour Biy amd cic
70. ck Query UCD Call Statistics Start 7 14 2005 5 7 EH End 7 14 2005 p20 00E intervatfism Query Summary Total M ile Call Abd o Over Forced Inbd Taik Avg Ava Avg A r z n Rows E one E ce Calls In A 2 Call fl i flow Log xfers ee Talk Wait Time to R g ica aiti pe de we Canto Out Outs Ans me Time Time Abd oe n 1 3 4 4 3 9 2 7 0 0 0 0 0 00 27 0 00 14 0 00 04 0 00 08 22 2 Time Detail A Total Max A des Gallet abd AAA is te aa rene eee eee HL Pell das n Time G ore A oe 4 Calls In Cali 4 j flow Log xfers Talk Wait Time to Rati a a j dei ciel p da A cout Outs Ans me Time Time Abd aus n py 3 4 4 3 9 2 7 0 0 0 0 0 00 27 0 00 14 0 00 04 0 00 08 22 2 Rows Total Groups Time Total number of rows in the detailed data section Total number of UCD groups in the system Time period for each row Max Agents Number of UCD agents Avg Agents Logged In Average number of agents logged in Calls In Number of inbound calls Calls Ans Number of calls answered Abd Calls Number of abandoned calls Over flow In Calls that overflowed to this group from another group Over flow Out Forced Log Outs Calls that overflowed from this group to another group Number of times an agent was logged out by the system Inbd Xfers Ans Number of transferred inbound calls answered Talk Time Total talk time for this period Avg Talk Time Average talk time this
71. download SAMSUNG Telecommunications America L P 58 View as Chart Click the View as Chart ci icon from the additional menus to launch Microsoft Excel and create a data page charting the data for the specified report Chart type and data fields reported on will be dependant upon the report chosen A few examples can be seen below Note charts can only be viewed when Microsoft Excel is installed on both the server and client PCs 1 es Period 1212 3006 13 30 2 20 2006 16 00 Total Calls EEE Seize Time Distribution Station 6119 Glnbd Errors BS Abandoned Calls O Compleied Calls SAMSUNG Telecommunications America L P 59 Execution Option Setup The Start End option is used for setting the scope of data to be retrieved and the Interval option is used for setting the time increment for the data displayed on each row of the detailed data table Additional options may be provided depending on the statistics item being viewed Start 7 14 2005 15 7 y 30 End 7 14 2005 5 12 Mi oo Interval 15m The procedure for setting the execution options is as follows Start Date Click the calander box 15 next to the Start option to display a calendar window shown below and select the start date from the window by double clicking on it 4 005 F gt Sun Mon Tue Wed Thu Fri Sat eae 3 4 5 E 7 6 g 10 E 2 i3 i4 15 1 LP 15 19 20
72. e Starting Day Sunday ine Print J Use Check this option to generate weekly reports Starting Day Specify the starting day of the weekly report The report will be generated between 00 00 of the starting day through 00 00 on the next starting day Print Automatically print the report to the server s default printer Configure Monthly Report Configure Monthly Report seve y Use F Starting Day 01 x Print i O Use Check this option to generate monthly reports Starting Day Specify the starting day of the monthly report The report will be generated between 00 00 of the starting day through 00 00 on the next starting day Print Automatically print the report to the server s default printer SAMSUNG Telecommunications America L P 43 Scheduled Report Item Setup Scheduled reports can be created for for trunks and UCD groups Check the Detail checkbox to view detailed statistics for each time period Trunk Reports Detail Mi Trunk Call Statistics Vv Mi Inbound Trunk Call Statistics M Mi Outbound Trunk Call Statistics M M Trunk Call Time Statistics M Mi Inbound Trunk Call Time Statistics M Mi Outbound Trunk Call Time Statistics M M Inbound Trunk Call Error Statistics M Mi Outbound Trunk Call Error Statistics M M Trunk Group Call Statistics Vv M Trunk Abandoned Call List M UCD Reports Detail M UCD Call Statistics Vv Mi UCD Group Call Statistics Vv M uco A
73. e Number Description 1 2034 Voice Mail Normal Ringing 0 2201 gt G 5029 2 2035 Voice Mail Normal Idle 0 3 2036 Voice Mail Normal Idle 0 4 2033 Voice Mail Normal Idle 0 Total Lines Total number of lines extensions in the VM AA group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Inbd Answers Number of inbound calls currently ringing the VM AA group Calls In Queue Number of calls waiting to be answered by the VM AA group Calls Answered Number of inbound calls currently connected to a voicemail or automated attendant port Ans Ratio Ratio of answered group calls to total inbound calls Calls to Group Number of ringing calls directed to the VM AA group Number Record identifier for this station Port Extension port number for this VM AA port Port Type Device type for this VM AA port i e Voice Mail Port Status Current status of this VM AA port i e Normal Plug Out Call Status Call status on this VM AA port i e Idle Connected Duration Time this VM AA port has been in this status Phone Number Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Description Brief description of call activity SAMSUNG Telecommunications America L P 131 Wallboard This function simulates a hardware readerboard and provides
74. e Scheduler Question SAMSUNG Telecommunications America L P 12 18 A prompt will then appear asking if the configuration window should be opened before the Scheduler launches For initial setup choose Yes Schedule 19 Once the Connection Options window is open enter the IP address of the OfficeServ DataView server in the Host Name Address field Enter the IP address of the OfficeServ Link sserver in the IP Address field this may be the same IP address as the OfficeServ DataView server Connection Options Host Name Address localhost Site Name Optional m M OfficeServ Link Connection IP Address 1 1 1 1 Port Mo 6000 OfficeSery Dataview Listen Port Cancel If OfficeServ DataView does not operate properly after installation refer to CHAPTER 8 Troubleshooting Qe Troubleshooting SAMSUNG Telecommunications America L P 13 CHAPTER 3 OfficeServ DataView Menus This chapter describes the menus and windows of OfficeServ DataView Components of OfficeServ DataView OfficeServ DataView is configured with four server modules Data Collector Data Manager Scheduler and the DataView web application that allows viewing of data on monitoring and Statistics Config Client Ia Monitor i Client Data Manager a oe Reporter Web Client Database Driver As shown above the server modules of OfficeServ DataView exchange data with the Off
75. e by a specific trunk group Select the target time period and trunk group from the execution options and click Query Fi Outbound Trunk Call Statistics by Group Start 7 14 2005 0 7 E oE End 7 14 20058 0 12 5 00 E intervat f 1ism_ E Group 800 E Query Summary Lines Max Outbd Outbd lavg out Y9 outbd outbd Group Total Lines Outbd Outbd Outbd Outbd 9 Out Outbd SA Li Out of Avail Lines Att tel Call E A Call Talk Call Talk Call Ans Traff umber Lines Sic vail Used empts alls rrors Answers Time Time Time a Ratio Ratio raffic Time 800 16 0 16 0 0 0 0 0 0 0 0 0 0 0 0 Time Detail Ava Ava Lines E Max Outbd Outbd Outbd Outbd Total Lines Outbd Outbd Outbd Outbd Out Out Outbd Time Li Out of pea Lines A ee oa eN Call Talk Ci Tii Call Ans TEA ines Sve vail Used empts alls rrors Answers Time Time 8 a Ratio Ratio raffic Time Time 7 14 2005 16 0 16 0 0 0 0 0 0 0 0 0 0 0 0 12 00 Group Number Trunk group number of current report Time Total Lines Lines Out of Svc Time period for each row Total number of lines trunks in this trunk group Number of lines in an error condition Lines Avail Number of lines ready for use Max Lines Used Maximum number of lines used at one time Outbd Attempts Outbd Calls Number of outbound call attempts Number of successful outbound call attempts Outbd Errors Number of failed outbound call attempts Outbd An
76. ed Calls Ans Ratio 3 0 3 0 0 0 Station Call List Call Answered Call Talk Call Call Start Time Call End Time Completion lt orppieon i Time Time Time Type Status Cause 4 R oc a son Sopdet 0 00 06 0 Primary Ringing 11 53 27 AM 11 53 33 AM 7 14 7 14 oP pn ese De 0 00 07 0 Primary Ringing 11 54 06 AM 11 54 13 AM 7 14 7 14 a er PERE CDOS ee 0 00 14 0 Primary Ringing 11 55 12 AM 11 55 26 AM Station Station port number for this record Total Calls Total calls to or from this station Failed Calls Number of failed calls to or from this station Abandoned Calls Number of abandoned calls on this station Completed Calls Number of calls to or from this station that were answered Ans Ratio Ratio of answered calls to offered calls for this trunk Type Type of call for this record Inbound Outbound External Number Caller ID Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Phone Station in the phone system that made or received this call Call Start Time Time that this call was received or made by the phone system Call Answered Time Time that this call was answered Call End Time Time that this call was terminated in the phone system Call Time Total call time for this call Talk Time Total talk time for this call Call Type Method this call was delivered by Primary
77. el of detail for debug messages Startup Mode This option determines whether the Data Collector should automatically connect to OfficeServ Link on launch The default setting is Automatic SAMSUNG Telecommunications America L P 27 Data Manager OfficeSery Dataview Data Manager Level This option sets the level of detail for diagnostic log files Size This option sets the maximum disk space to allocate for diagnostic log files Count This option sets the maximum number of diagnostic log files to store Preferences The Preferences option has one submenu option Run DataView Server when Windows starts When this option is checked all 3 modules will automatically launch when a user logs in to Windows M Z TBag Running DataView through Terminal Services When using Windows Terminal Services do not enable the Run DataView Server when Windows starts option This option can trigger multiple instances of DataView to run causing possible data loss When using Terminal Services it is recommended that each DataView module be enabled as a service using srvany or a similar utility SAMSUNG Telecommunications America L P 28 Data Collector The Data Collector module collects events from OfficeServ Link to create a call log and to deliver the call log to the Data Manager The Data Collector also manages configuration data on the OfficeServ phone system and monitors the current status of
78. ernet Information Service Internet Protocol Light Emitting Diode Network Basic Input Output System New Technology File System Microsoft Database Man Machine Command Open Database Connectivity Operating System SAMSUNG Telecommunications America L P 149 SQL Structured Query Language TCP IP Transmission Control Protocol Internet Protocol UCD Uniform Call Distribution Ul User Interface UNC Universal Naming Convention VM Voice Mail SAMSUNG Telecommunications America L P 150
79. es in the Group Detail table because a line may belong to several groups at the same time Total Groups Group Number Total number of station groups in the phone system Station group number of current record Group Name Name associated with this station group if assigned Total Lines Total number of lines stations in this station group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Agents Busy Number of busy station group agents stations In Trys Number of inbound call attempts Out Trys Number of outbound call attempts Busy Ratio Ratio of busy lines to total lines available Calls to Group Number of incoming calls to a group SAMSUNG Telecommunications America L P 121 Station Port Status by Group The Station Port Status by Group monitor is used to track call activity for all stations in a specific station group Select a group from the execution options and click Start ES Station Port Status by Group Interval Js sec Group 5026 z Stop Summary Total Lines Lines Out of Svc Lines Avail Agents Busy In Trys Out Trys Busy Ratio Calls to Group 1 0 1 0 0 0 0 0 0 Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 1 2501 Analog Station Normal Idle 0 Total Lines Total number of lines
80. et time period from the execution options and click Query Fi Operator Call Time Stats by Ring Plan Start 7 14 2005 E 7 3 30 E End 7 14 2005 1 22 00 it Query Summary Se lt 30s lt 60s lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m Total Plans Calls 0 1 0 0 0 0 0 0 0 0 0 0 1 Ring Plan Detail Total Ring Plan lt 30s lt 60s lt 90s lt 2m lt 3m lt 4m lt m lt 10m lt 20m lt 30m gt 30m Calls 0 0 0 0 0 0 0 0 0 0 0 0 Ring Plans Number of separate ring plans the system operated in during this period Ring Plan Ring plan the system was in for this period lt 30 s Number of calls with duration less than 30 seconds lt 60 s Number of calls with duration between 30 and 60 seconds lt 90 s Number of calls with duration between 60 and 90 seconds lt 2m Number of calls with duration between 1 5 and 2 minutes lt 3 m Number of calls with duration between 2 and 3 minutes lt 4m Number of calls with duration between 3 and 4 minutes lt 5m Number of calls with duration between 4 and 5 minutes lt 10m Number of calls with duration between 5 and 10 minutes lt 20 m Number of calls with duration between 10 and 20 minutes lt 30 m Number of calls with duration between 20 and 30 minutes gt 30 m Number of calls with duration over 30 minutes Total Calls Total number of calls this per
81. fficeServ Data Collector Level This option determines the level of detail for diagnostic logs Data Collector Size This option determines the maximum disk space diagnostic files can occupy Data Collector Count This option determines the maximum number of diagnostic logs to store Data Collector Print This option determines the level of detail for debug messages Data Manager Level This option determines the level of detail for diagnostic logs Data Manager Size This option determines the maximum disk space diagnostic files can occupy Data Manager Count This option determines the maximum number of diagnostic logs to store Path This option sets the folder where diagnostic logs are stored SAMSUNG Telecommunications America L P 26 If either module is currently running each option will display a different window as shown below Data Collector Environment Configuration IP Address IP Address or NetBIOS name of the OfficeServ Link server read only Port No Communications port for OfficeServ Link read only Listen Port No Port for OfficeServ DataView to listen on read only Log Level This option sets the level of detail for diagnostic log files Log File Size Maximum disk space to use for diagnostic logs read only Log File Count Maximum number of diagnostic log files to store read only Log Print This option sets the lev
82. formation on monitoring and statistics sub menus see Chapters 4 and 5 of this document Details of the Configuration sub menu are described in the next section Configuration SAMSUNG Telecommunications America L P 37 Configuration The Configuration menu of OfficeServ DataView has the following sub menus User Management Server Information Report Scheduling and Personalize l User Management This menu allows user list display for OfficeServ DataView and to add or delete a user modify user information or search for a specific user by using this menu If the selected list has multiple pages click lt First lt Prev Next gt or Last gt to move from one page to another View Users Select View Users to display users as shown below 1 1 Number Login ID User Name User Level Phone E Mail Language 1 admin Adrninistrator Administrator English U S 2 Guest Guest User English U S Prev ext last Add User Select Add User to add a user to the user list as shown below Lada J reset User Name Guest Login ID Guest Login Password passos Phone E E Mail Address User Level Select Language English U S SAMSUNG Telecommunications America L P 38 User Name Enter a user name up to 50 characters Login ID Enter a login ID up to 20 characters or numbers This field is case sensitive and must be unique Lo
83. gent Statistics Summary Vv M uco Group Statistics Summary Vv M UCD Call Time Statistics M Mi uco Group Call Time Statistics Vv Mi UCD Wait Time Statistics Vv M uco Group Wait Time Statistics Vv Scheduled Report Management Choose Scheduled Report Management to search view or delete existing scheduled reports Scheduled Report Management Start 07 14 2005 End 07 14 2005 Type Daily Trunk Query Delete Daily Trunk Report ry Number Report Date File Name File Size KB Creation Date NM 1 7 11 2005 DT2005 07 11 htm 163 7 13 2005 10 52 02 AM Start This option sets the starting date to search from End Choose the ending date for the search Type Select which types of reports to search for daily weekly monthly SAMSUNG Telecommunications America L P 44 Deliver Scheduled Report Choose Deliver Scheduled Report to configure automatic report delivery options The available options are Email Sends the report as an email attachment to up to 5 recipients FTP Uploads the report to up to two FTP sites Copy to the Save the report to up to two network drive locations following folder Email Use SMTP Server Port 25 Authentication Account Password Recipienti Recipient E Recipients Reciplenta Recipients EMAIL Use Enable or disable emailing of reports SMTP Server IP address or URL of SMTP server Por
84. gher Network Interface Card 10 100 BASE T Web Server Microsoft Internet Information Services IIS v5 0 or higher Database If using SQL Server configuration Microsoft SQL Server 2000 or higher is required If using Microsoft Access configuration there are no special requirements except that the database file size is limited to 2 GB Charts and Graphs Microsoft Excel must be installed on both the server and any client machines in order to view charts for statistical reports SAMSUNG Telecommunications America L P Functions of OfficeServ DataView OfficeServ DataView supports the functions below Live Monitoring OfficeServ DataView monitors lines and call status for all phone system devices OfficeServ DataView can monitor a specific trunk range or a specific station range as well as check if a trunk or station has exceeded a user programmable time limit Monitoring can be performed on a variety of device characteristics such as a trunk station UCD Universal Call Distribution Operator attendant and VM AA Voice Mail or Automated Attendant groups OfficeServ DataView also supports a configurable software wallboard that traces live changes in a variety of different monitors such as the number of queued calls in a UCD group or the total number of answered UCD calls for the current day Live Monitoring data is gathered from OfficeServ Link by the Data Collector and saved to a log database by the Dat
85. gin Password Enter a login password up to 20 characters or numbers This field is Case sensitive Phone Enter the telephone number of the user This field is optional E Mail Enter the e mail address of the user up to 50 characters This field is optional User Level Select a user level The Administrator level allows use of all the functions supported by OfficeServ DataView The User level cannot use any Configuration menu options except Personalize Select Language Select the language of the user interface for this account Delete User Select Delete User to delete a user from the user list as shown below t Delete User 1 1 Delete Number Login ID User Name User Level Phone E Mail fis 1 admin Administrator Administrator C 2 Guest Guest User __ Last Select the checkbox of the user to be deleted and click Delete to delete the account The default admin user cannot be deleted Modify User Select Modify User to modify user profiles as shown below Modify User Change Number EN C 1 admin a Administrator Administrator gt English U S 1 2 Guest one Guest user z Englishtu s S _ TS la Prev Jl Next dl Last Select checkboxes of the user to be changed and make necessary changes then click Change If user information is modified but Change is not clicked the window will not be updated Password User Name User Level Language Phone E
86. gt Configure Wallboard page determines the fields displayed Click Start from the execution options ES Trunk Data by Group a Interval 10 sec E Group s00 start Trunk Busy Trunk In Trys Trunk Busy Ratio Trunk Calls to Group normal minor Bmajor Go to Configuration gt Personalize gt Set Wallboard to set wallboard content and thresholds Trunk Total Lines Total number of lines trunks Trunk Lines Out of Svc Number of lines in an error conditions Trunk Lines Avail Number of lines available for use Trunk Agents Busy Number of busy agents trunks Trunk In Trys Number of inbound call attempts Trunk Out Trys Number of outbound call attempts Trunk Busy Ratio Ratio of busy trunks to trunks available Trunk Calls to Group Number of inbound calls directed to a group Trunk Longest Call Time Longest call time for calls currently connected 133 SAMSUNG Telecommunications America L P i UCD Data by Group The UCD Data by Group wallboard is used to track all call activity for a speciufic UCD group The UCD portion of the Configuration gt Personalize gt Set Wallboard page determines the fields displayed Click Start from the execution options ES UCD Data by Group UCD Logged In UCD Calls In Queue in ormal Bmino Go to Configuration gt Pers Column onalize Interval 110 sec Group 5529 Start 3 UCD Agents Busy 3 ae ajor
87. he operator group Calls Answered Number of inbound calls currently speaking to an operator Ans Ratio Ratio of answered group calls to total inbound calls Calls to Group Number of ringing calls directed to the operator group Number Record identifier for this station Port Station port number for this station Port Type Device type for this station i e Digital Station Port Status Current status of this station i e Normal Plug Out Call Status Call status on this station i e Idle Connected Duration Time this station has been in this status Phone Number Description Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call Brief description of call activity SAMSUNG Telecommunications America L P 129 VM AA Group Status The VM AA Group Status monitor is used to track call activity to all voicemail and automated attendant groups in the phone system Click Start from the execution options ES YM AA Group Status Interval Js sec Stop Summary i i f Il Total Groups Total Lines OS Lines Avail Inbd Answers Calls In Queue eons Ans Ratio Calls to Group Svc Answered 2 12 0 12 ne 0 1 100 0 1 Group Detail j f s Call Group Number Total Lines aner Gaua Lines Avail Inbd Answers Calls In Queue re Ans Ratio Calls to Group Svc Answered 5028 8 0 8 0 0 0 0 0 5029 4 0 4 1 0 1 100 0 1 Value
88. iceServ phone system through OfficeServ Link The web application interfaces with the other modules through the COM Component Object Model interface and the selected database driver SQL Server or Access Users interface to the web application through the Windows IIS Internet Information Server service SAMSUNG Telecommunications America L P 14 Scheduler The OfficeServ DataView Scheduler module provides the ability to configure start or stop the other server modules of OfficeServ DataView and to monitor the operation of OfficeServ DataView The Scheduler module is also responsible for creating scheduled reports at correct intervals and monitoring the sizes of database files Scheduler also provides the ability to back up both database files and scheduled reports Database files can be scheduled for periodic backups as well as emergency backups in the event the database reaches the specified size limit Although OfficeServ DataView will function properly without the Scheduler module running none of the above functions can be performed unless the Scheduler is running on the server Select Start gt Programs gt OfficeServ DataView gt Scheduler to execute Scheduler Scheduler Windows Status Window Upon starting Scheduler the window below will appear File Option Help Data Collector aSEQBIEO sneg ajnpayas Data Manager G Add to System Tray Temporary Chart Images Start all
89. ics OfficeSery DataView D ataView mntT rk C Program Files Samsung Electronics OfficeS erv DataView D ataView mntT rk Go V3 gJs AE a es C common trunkGroup asp ASP File pers C controls trunkGroupNew asp ASP File C images 5 trunkPortGroup asp ASP File 0 js trunkPortGroupNe ASP File C Login trunkPortScope asp ASP File C mntMisc trunkPortScopeNe ASP File C mntstn trunkPortTime asp ASP File AY mntT rk trunkPortTimeNew ASP File Properties SAMSUNG Telecommunications America L P 140 Select Properties option This will open the Scheduled Report Properties window E cheduledR eport Properties If the Read only attribute is set clear it Select the Security tab ScheduledReport Properties ER Administrators LV000571 Administrators E CREATOR OWNER Add Internet Guest Account IUSR_computername and give Full Control to that account Click OK SAMSUNG Telecommunications America L P 141 Select Day Week Month folders and the schedule ini file in the ScheduledReport folder and click the right mouse button C Program Files Samsung Electronics OfficeSery DataView D ataView ScheduledReport t A Se y Folders 9 U5 US X A ES C Program Files Samsung Electionics OificeServ DataView DataView ScheduledRepott Select the Properties option Confirm that the Read only attribute is not set
90. ime Statistics report shows the distribution of inbound UCD call waiting times grouped into set time bands as shown below This report can be viewed for answered calls or abandoned calls Select the target time period and type from the execution options and click Query Fj UCD Wait Time Statistics Start 7 14 2005 _ EI 7 5 30 End 7 14 2005 5 12 5 00 E interval fism E Type abandon E Query Rows lt 105 Time lt 105 7 14 2005 12 00 lt 205 lt 40s lt 60s lt 80s lt 1005 lt 1205 gt 1205 Total Calls lt 205 lt 405 lt 605 lt 805 lt 1005 lt 1205 gt 1205 Total Calls Summary Avg Time Max Wait to Abd Time 1 0 0 0 0 0 0 7 0 00 08 0 00 10 Time Detail Avg Time Max Wait to Abd Time 1 0 0 0 0 0 0 7 0 00 08 0 00 10 Rows Total number of rows in the detailed data section Time Time period for each row lt 10s Number of calls with duration less than 10 seconds lt 20 s Number of calls with duration between 10 and 20 seconds lt 40s Number of calls with duration between 20 and 40 seconds lt 60s Number of calls with duration between 40 and 60 seconds lt 80s Number of calls with duration between 60 and 80 seconds lt 100s Number of calls with duration between 80 and 100 seconds lt 120 s Number of calls with duration between 100 and 120 seconds gt 120 s Number of calls with duration over 120 seconds Total Calls Total
91. inbound calls No Answers Number of unanswered inbound calls Inbd Xfers Number of inbound transfers Inbd Call Time Total call time for inbound calls SAMSUNG Telecommunications America L P 99 Inbd Talk Time Total talk time for inbound calls Avg Inbd Call Average call time for inbound calls Time Avg Inbd Talk Average talk time for inbound calls Time Inbd Ratio Call success ratio for inbound calls Inbd Ans Ratio Inbound call answer ratio SAMSUNG Telecommunications America L P 100 Operator Group Call Breakdown The Operator Group Call Breakdown report provides call volume and time based statistics for all inbound operator group calls divided into internal and external incoming calls Set the options in the execution options and click Query Fi Operator Group Call Breakdown BR Start 7 14 2005 E 7 3 30 End 7 14 2005 1 12 00 Interval 15m l Query Summary Inbound Internal Inbound External Total X A Y A Rows Groups In Calls Calls fr Call Talk my Inbd Ans In Calls Calls se Call Talk Es Inbd Ans Trys In Ans ae Time Time Ratio Ratio Trys In Ans Time Time _ Ratio Ratio In Time In Time 1 1 4 4 1 0 0 0 00 06 0 00 06 100 0 25 0 0 0 0 0 0 0 0 0 0 Time Detail Inbound Internal Inbound External Group x A X A Time Number In Calls Calls f Call Talk E Inbd Ans In Calls Calls nae Call Talk hy Inbd Ans Trys In Ans ene Time
92. inistrators LVODO571WAdministrators Select Security tab and give full control to the Users group Click OK SAMSUNG Telecommunications America L P 144 cannot save Personalize configurations Symptom When trying to save Personalize options such as Skin the following error may be displayed if OfficeServ DataView is using the Microsoft Access configuration Microsoft JET Database Engine 0x80004005 Operation must use an updateable query filename line number Cause The IUSR_computername account does not have sufficient permissions to access database file Resolution Open the Windows Explorer and open the DB folder under the OfficeServ DataView program folder The default installation location is C Program Files Samsung Electronics Click the right mouse button and choose Properties pu C Program FilesiS amsung Electronics OfficeSery DataView gt H QSearch Ay Folders K C OfficeUpdate11 i File Folder C Outlook Express j File Folder 1 0 RealVNC File Folder EH Samsung Electronics a File Folder 3 0 OfficeServ Call File Folder ES OfficeServ DataView Application Extension O DataView itor Application E I Application Extension alts Application Extension ManS GL dil Application Extension ODVLogo avi Video Clip gt 0SSplash dll Application Extension Properties SAMSUNG Telecommunications America L P OSView exe OSViewCunWA dll g Schedule exe
93. ink and DataView These lost events can be due to extremely high network traffic or extremely high call volume through the switch Resolution There are two ways to sovle a stuck call issue One is to reset all DataView modules This forces DataView to download the status of all ports again and will clear any stuck calls This is considered a fairly severe step to resovle the issue The second method is to use the Data Collector s port reset feature To access this feature open the About box of Collector the you will see this dialog fo OfficeServ Dataview Collector ell j version 1 1 0 2 Oet 15 2005 Copyright fC 2005 Samsung Electronics Co Ltd Por Reset Port Reset Switch No Port No Tel Mo 2001 Max Time O Min Call and Time Reset Option Enter the extension or trunk number of the stuck line and click the Reset button The Automatic Call and Time Reset Option can be used to automatically clear any calls with a time greater than the Max Time specified It is recommended that this value be left at the default 0 to disable this functionality SAMSUNG Telecommunications America L P 148 ANNEX A Abbreviations AA CID COM CPU DB DID DND DOD LED NetBIOS NTFS MDB MMC ODBC OS Automated Attendant Caller Identification Component Object Model Central Processing Unit Database Direct Inward Dialing Do Not Disturb Direct Outward Dialing Identification Int
94. iod SAMSUNG Telecommunications America L P 103 Operator Port Call Statistics The Operator Port Call Statistics report provides call volume and time based statistics for all inbound calls to the operator group summarized by group member Select the target time period from the execution options and click Query Fi Operator Port Call Statistics start 7 14 2005 A 7 El 308 End 7 14 2005 0 22 oo H query Summary Inbd Total Ports Rina Plan Total Galicia bite Calls In Shere A Inbd Call Inbd Talk Avg Inbd Avg Inbd E lt di Groups oos oe Ans re Time Time Call Time Talk Time a Ratio 1 1 1 3 0 1 0 0 00 30 0 00 06 0 00 10 0 00 06 33 3 Port Detail Inbd port Port Ring Total Calls In Inbd Calls In ETA Inbd Call Inbd Talk Avg Inbd Avg Inbd Ne ve Name Plans Groups ae Xfers Ans a Time Time Call Time Talk Time i atio 2001 OPERSR 1 3 0 1 O 0 00 30 0 00 06 0 00 10 0 00 06 33 3 Total Ports Total number of operator ports group members Port Station number for this port Port Name Name of this station if applicable Ring Plans Number of separate ring plans the system operated in during this period Total Groups Number of separate operator groups during this period Calls In Number of inbound calls Inbd Xfers Number of internal calls transferred to the operator group Calls In Ans Number of answered calls Xfers In Number of externa
95. iod Avg Talk Time Average talk time for this period SAMSUNG Telecommunications America L P 110 Detailed DID Statistics The DID Statistics report provides call volume and time based statistics for all calls to a specific DID number Select the target time period from the execution options and click Query Detailed DID Statistics Start 7 14 2005 7 El 308 End 7 14 2005 12 5 00 E interval fism E o10 18007377008 E Query Summary DID Call Attempts Ella Anas Ans Ratio Call Time Talk Time Avg Call Time Avg Talk Time Answered Calls 18007377008 9 2 7 22 2 0 01 29 0 00 27 0 00 10 0 00 14 Time Detail Time Call Attempts ea epapeores Ans Ratio Call Time Talk Time Avg Call Time Avg Talk Time Answered Calls 9 2 7 22 2 0 01 29 0 00 27 0 00 10 0 00 14 DID Time Call Attempts DID number for this record Time period for each row Number of inbound call attempts Calls Answered Number of calls answered Abandoned Calls Number of calls abandoned Ans Ratio Ratio of calls answered to call attempts Call Time Total call time for this period Talk Time Total talk time for this period Avg Call Time Average call time for this period Avg Talk Time Average talk time for this period SAMSUNG Telecommunications America L P 111 CHAPTER 5 Monitoring This chapter describes the live monitoring functions of the OfficeServ DataView web application Monitori
96. k Nest bo conira An appropriate EULA End User Licents Agreement wi be displayed spodna to the country pou select L urij intal SAMSUNG Telecommunications America L P 4 Carefully read the license agreement from the lt License Agreement gt window and check I accept the terms of the license agreement then click Next gt OfficeServ DataView InstallShield Wizard 3 xj License Agreement Ple ad the following license agreement carefully License Agreement please do not install or use the enclosed SOFTWARE SOFTWARE LICENSE Mes Copan Beatie as well as other intellectual property laws and treaties 1 GRANT OF LICENSE This License Agreement grants you following rights accept the terms of the license agreement do not accept the terms of the license agreement Installs ald OfficeSery DataView InstallShield Wizard Setup Type Select the setup type to install Please select a setup type amp Complete AR All program features will be installed Requires the most disk space 9 Custom PCE Select which program features you want installed Recommended for advanced p gt ie users Installs alg SAMSUNG Telecommunications America L P 6 Once the lt Ready to Install the Program gt window appears click Install OfficeSery DataView InstallShield Wizard Ready to Install the Program The wizard is ready to begin installation Click Install to
97. l A covers a eee Mi ree ae ai ae oa Time A za qa Calls In fs Call fl F fl ae Log Xfers si Talk Wait Time to a gents ns ns alls ow In flow Out se Are ime Time Time Abd atio n 7 14 pps 4 4 0 9 2 7 0 0 0 0 0 00 27 0 00 14 0 00 04 0 00 08 22 2 Group Number Group Name Time UCD group number for this record Name of this UCD group if set Time period for each row Max Agents Number of UCD agents in this group Avg Agents Logged In Average number of agents logged in Calls In Number of inbound calls Calls Ans Number of calls answered Abd Calls Number of abandoned calls Over flow In Calls that overflowed to this group from another group Over flow Out Forced Log Outs Calls that overflowed from this group to another group Number of times an agent was logged out by the system Inbd Xfers Ans Number of transferred inbound calls answered Talk Time Total talk time for this period Avg Talk Time Average talk time this period Avg Wait Time Average waiting duration Avg Time to Abd Average time to abandon for this period Ans Ratio Ratio of calls answered to call attempts SAMSUNG Telecommunications America LP 88 UCD Agent Statistics Summary The UCD Agent Statistics Summary report provides call volume and time based statistics for all UCD agents in the phone system Select the target time period from the execution options and click Query Fi
98. l calls transferred to the operator group Inbd Call Time Total call time for inbound calls Inbd Talk Time Total talk time for inbound calls Avg Inbd Call Time Average call time for inbound calls Avg Inbd Talk Time Average talk time for inbound calls Inbd Answer Ratio Ratio of calls answered to calls attempted SAMSUNG Telecommunications America L P 104 Operator Port Call Breakdown The Operator Port Call Breakdown report provides call volume and time statistics for inbound operator group calls summarized by group member and system ring plan and divided into internal and external inbound calls Select the target time period from the execution options and click Query Fi Operator Port Call Breakdown Start 7 14 2005 0 7 El 30E eEnd 7 14 2005 0 125 00 8 query Summary Inbound Internal Inbound External Inbd Calls Talk AvgTalk Ans Total Ring Total Inbd Calls Talk AvgTalk Ans Ports Plans Groups Calls In Calls In Xfers Ans Time Time Ratio Xfers Ans Time Time Ratio aR 1 1 3 0 1 0 00 06 0 00 06 33 3 0 0 0 0 0 0 Port Detail Inbound Internal Inbound External Port Ring Total Avg Avg Port Inbd Calls Talk Ans Inbd Calls Talk Ans Name Plans Groups Calls In Talk Calls In Talk xfers Ans Time Ratio Xfers Ans Time Ratio Time Time 2001 OPERSR 1 1 3 0 1 0 00 06 0 00 06 33 3 0 0 0 0 0 0 Total Ports Total number of operator port
99. l outgoing calls Select the target time period from the execution options and click Query Outbound Station Call Breakdown Start 7 14 2005 E 7 LEJ End 7 14 2005 5 128 00 E intervat 15m Bl Query Summary Outbound Internal Outbound External Rows Out Out Call Talk ay ee E Ans Out Out Call Talk se Da s Ans Trys Calls Time Time Sa gt z Ratio Trys Calls Time Time a E Ratio Time Time Ratio In Time Time Ratio 1 14 12 0 0 02 18 0 00 25 0 00 10 0 00 06 85 7 33 3 2 2 0 0 00 26 0 0 00 13 0100 0 0 0 Time Detail Outbound Internal Outbound External A A A A Time Out Out A Call Talk A e a Ans Out Out ne Call Talk sa Sts a Ans Trys Calls 5 Time Time S Ratio Trys Calls Sia Time Time bs Ratio In Time Time Ratio Time Time Ratio 7 14 ee ag 14 12 0 0 02 18 0 00 25 0 00 10 0 00 06 85 7 33 3 2 2 00 00 26 00 00 13 0 100 0 0 0 Rows Total number of rows in the detailed data section Time Time period for each row Outbound Internal Call details for internal station calls Outbound External Call details for external phone calls Out Trys Number of outbound call attempts Out Calls Number of successful outbound calls X fers In Number of transfers from internal devices Call Time Total call time for outbound calls Talk Time Total talk time for outbound calls Avg Call Time Average call time for outbound call
100. ll attempts Inbd Errors Number of failed inbound call attempts Inbd Error Ratio Ratio of failed calls to call attempts No Such Number of calls to non existent stations or groups Limited Class Number of calls that failed due to class of service restrictions Trunk Busy Number of calls failed due to a trunk or trunks being busy Station Busy Number of calls failed due to a busy station Station DND Calls that failed because the station was in Do Not Disturb Does Not Exist Number of calls to non existent destinations Plug Out Number of calls to unplugged stations Device Mismatch Group Busy Number of failed calls to invalid devices i e Add on Modules Number of calls failed due to a busy station group Unknown SAMSUNG Telecommunications America L P Number of calls that failed for an unknown reason 67 Outbound Trunk Call Error Statistics The Outbound Trunk Call Error Statistics report shows totals for the error types an outbound trunk call may encounter Select the target time period from the execution options and click Query Outbound Trunk Call Error Statistics Start 7 11 2005 E o 3 00 3 End 7 25 2005 is 23 E 00 5 Interval ism Query Summary Rows Outbd Attempts Outbd Errors Outbd Error Ratio All Lines Busy Unknown 2 0 0 0 0 0 Time Detail Time Outbd Attempts OutbdErrors OutbdErrorRatio
101. lls Attempts Errors Xfers Time Call Ratio Time Time a Time 0 3 0 3 0 0 0 0 00 17 0 00 17 0 00 06 0 00 06 100 0 Time Detail Ava Short Av Inbd Calls Inbd Short xfer xfer Actual Call y a Short Call Trys Errors In Xfers Calls Attempts Errors Xfers Time Call Ratio Time Time Time 0 0 00 17 0 00 17 0 00 06 0 00 06 100 0 Rows Total number of rows in the detailed data section Time Time period for each row Total Ports Total number of voicemail or automated attendant ports Ports Out of Svc Number of ports in an error condition Ports Avail Number of ports available In Trys Number of inbound call attempts Inbd Errors Number of inbound calls that failed Calls In Number of successful inbound calls Inbd Xfers Calls that were transferred to a VM AA port Short Calls Number of short calls A short call is a call that was answered by the voicemail or automated attendant that was not transferred to another device In these cases the VM AA port provided the caller all necessary information in a short time Xfer Attempts Number of attempted transfers Xfer Errors Number of failed transfer attempts Actual Xfers Number of successful transfers SAMSUNG Telecommunications America L P 106 Call Time Total call time Short Call Time Total time for short calls Avg Call Time Average call time Avg Short Call Time Average call time for short
102. log and click OK Call Log This option causes call data trunk number DID number etc in the switch to be logged Agent Log This option causes agent status activities log in log out etc to be logged Feature Log This option will cause feature code usage DND OHVA etc in the switch to be logged SAMSUNG Telecommunications America L P 31 Operation Logs Operation Logs allows custom settings for Data Manager debug logs Select Operation Logs The dialog box below will appear OfficeSery Dataview Data Manager Z Medium H Level Sets the detail level of diagnostic log files Size Sets the maximum disk space to use for diagnostic log files Count Sets the maximum number of diagnostic log files to save SAMSUNG Telecommunications America L P 32 Starting OfficeServ DataView Follow the steps below to start OfficeServ DataView 1 o Double click the OfficeServ DataView Scheduler icon from the desktop or select Start gt Programs gt OfficeServ DataView gt Scheduler to load the Scheduler fa forricesery Dataview Schedule Fl File Option Help Data Collector Data Manager GS Add to System Tray Temporary Chart Images _ainpayas asegejeQ smeys Stark All i Once Scheduler starts the Scheduler icon is displayed in the system tray If no server modules are running the system tray icon will have a pink background 2 Click Start All to st
103. menu is used for displaying information on the databases used by OfficeServ DataView The database information used by the current web program and a list of backed up databases are also displayed DataBase Information DataBase Type MDB Data Source SQL Server Name Disk Manager No Use Current Log DB C Program Files Samsung Electronics OfficeServy DataView DB OfficeServLog mdb Original Current Summary DB C Program Files Samsung Electronics OfficeServ DataView DB OfficeServSum mdb Original Backed up Log DB There is no DB Backed up Summary DB There is no DB In order to view statistical reports from a backed up database select the database and click Register Connections to a backed up database are valid only during the current session Upon logging out connection to the current databases are restored Changing to a backed up database does not affect other users Trunk Group Information This menu is used for displaying information on trunk groups configured in the phone system Trunk Group Information Group Number Group Members 7047 7046 7045 7044 7043 7042 7041 7040 7039 7038 7037 7036 7035 7034 7033 7032 7031 7030 7029 801 7028 7027 7026 7025 7023 7022 7021 7020 7019 7018 7017 7016 7015 7014 7013 7012 7011 7010 7009 7008 7007 7006 7005 7004 7003 7002 7001 800 8301 8302 8303 8304 8305 8306 8307 8308 8309 8310 8311 8312 8313 83
104. nality as well as the ability to schedule automatic backups for tighter data file management OfficeServ DataView Event Logging OfficeServ DataView can monitor operation status of each module and save events to a log file for debugging purposes The Scheduler module provides a user interface which enables individual start stop and batch start stop of program modules easily SAMSUNG Telecommunications America L P 3 CHAPTER 2 OfficeServ DataView Installation This chapter provides information on installing OfficeServ DataView Before Installation The following must be done before installing OfficeServ DataView Verify Specifications of The Server Where OfficeServ DataView Will be Installed OfficeServ DataView is typically installed on a server PC This may or may not be the server running OfficeServ Link Verify that the server meets the minimum operating system processor and memory requirements detailed in the System Requirements section of CHAPTER 1 Overview of OfficeServ DataView Verify that Microsoft IIS and OfficeServ Link have been installed on the server Obtain a Valid License Number for OfficeServ DataView A valid license number must be registered in OfficeServ Link in order to operate OfficeServ DataView A license number can be obtained from the Samsung dealer from whom OfficeServ DataView was purchased The license number should be entered into the OfficeServ Link License Tools module If a valid li
105. nd calls Inbd Talk Time Total talk time for inbound calls Avg Inbd Call Time Average call time for inbound calls Avg Inbd Talk Time Average talk time for inbound calls Inbd Ratio Call success ratio for inbound calls Inbd Ans Ratio Inbound call answer ratio SAMSUNG Telecommunications America L P 75 Outbound Station Call Statistics The Outbound Station Call Statistics rep provides call volume and time based statistics for outgoing station calls only Select the target time period from the execution options and click Query Fj Outbound Station Call Statistics Total Lines Rows 9 3 Out of Lines Svc 1 230 176 Total Lines Time bs a Out of Lines Sy 7 14 2005 230 176 12 00 Lines Avail Lines Avail Rows Total number of rows in the detailed data section Time Time period for each row Total Lines Total number of lines stations in the phone system Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Out Trys Number of outbound call attempts Outbd Errors Number of failed outbound call attempts Out Calls Number of successful outbound calls Off Hook Number of times a phone went off hook Outbd Answers Number of answered outbound calls Outbd Xfers Number of transfers initiated Outbd Call Time Total call time for outbound calls Outbd Talk Time Total talk time
106. ng Window Layout The monitoring functions can be accesses after connecting and logging in to the OfficeServ DataView homepage The general layout of a monitoring window is shown below Additonal Menus Page Title Execution Options ES UCD Agent Status Show Plug Log Out Interval 10 sec Group ls Summary Group Number Group Name Agents Logged In Logged Out Agents Busy Busy Ratio 0 0 0 o 0 0 Agent Detail Port Status Agent PIN Agent Name Agent State Call Status Duration Phone Number 0 00 00 Ringing El Connected In Connected Out On Hold i Wrap Up ABW E DND Log Out E Detailed Result Summary Data SAMSUNG Telecommunications America L P 112 Page Title The selected sub menu is displayed as the title Additional Menus The menus below are provided as additional menus Refer to the Additional Menv section of this chapter for detailed descriptions Menu Description Opens a new window for viewing this monitor Opens a new large character window for viewing this monitor This option is only available for the UCD Data by Group Wallboard monitor Im View the monitor as a Chart Execution Options This section of the window is used to set monitoring options and to start or stop the monitoring process The Interval option is applied to all monitoring pages and is used to determine how often the monitor page should update Additional conditions may be provided depending on
107. nics OlficeSery Dataview Dataview S cheduledReport C Program Files S amsung Electronics OtheeSery DataView Dataview umages Chart Run the Windows Explorer Select the above folder and click the noht mouse button Select Propertie or If the Read only alinbute is set clear Select the Secunty tab Add Intemet Guest Account IUSA_computemame and ore Full Control to that account Click 0K C Program Files S amsung Electronics fhceSery Data View DB Select the above folder and click the nght mouse button Select Properties option Select Secunty tab and give Full Control to the Users group Click OK InstallSiicid 14 A prompt will be displayed asking if Office Web Controls should be installed Click Yes to launch the OWC installer Question 2 Would you tke to instal the OWC Office Web Control now Y CHECK Office Web Control OWC y The OWC package is required to allow users to view live monitoring charts and graphs through the DataView web interface SAMSUNG Telecommunications America L P 11 15 Carefully read the license agreement and check I accept the terms of the license agreement then click Next gt ig Microsoft Office 2003 Web Components Setup Microsoft Office 2003 Web Components End User License Agreement To continue with Office Web Components installation you must accept the terms of the End User License Agreement To accept the agreement dick the check b
108. nitoring pageS l oonaccccnnncccnnncccnnoncconanccnnncccnnnncrnnnanrrnnnn rra rra nr rra r remar rrrrnnannrrnnanns 138 cannot save the Scheduled Report Options oocccccnnnanccconncancccconcancccnoncnncnnnnnnancrnnnnnancrrnnnnnncrrnnnnnnrrrnnnanannnnnas 140 cannot add delete modify ACC daa 143 cannot save Personalize configuratioNS occconnccnnnccccnnncnnnncocnccnnnnccnnnnennnnconnncnnnn rear rrnanrnnannenanrrnaannnenannnon 145 I cannot save the exported excel report iii iaa 147 ANNEX A Abbreviations 148 SAMSUNG Telecommunications America L P Iv INTRODUCTION Purpose This is the user s guide for OfficeServ DataView which provides monitoring and statistics data for the OfficeServ system This guide provides detailed information on the main functions of OfficeServ DataView and describes how to install and use OfficeServ DataView Document Content and Organization This guide consists of 8 chapters and 1 annex as follows CHAPTER 1 Overview of OfficeServ DataView This chapter provides an overview of OfficeServ DataView and its functions CHAPTER 2 OfficeServ DataView Installation This chapter provides information on installing OfficeServ DataView CHAPTER 3 OfficeServ DataView Menus This chapter describes the components and settings of OfficeServ DataView and method of using these programs CHAPTER 4 Statistics This chapter describes the statistical functions supported by OfficeServ DataView CHAPT
109. nnnnonnnnnnrnnnnnnonnnnnnnnnnnnnnnnennnannnnnss 83 stalon POSTAS UCS ienn A 84 UCD StatisStl S oirrne a aaia aaa iaae 86 UGD Cal Stat SU CS a ena a A A E genes 86 USD Group C alista uste ms de a a E ee 87 UCD Call Statistics DAN o a e e dd de Eo oe ed 88 UCD AGENT SlalISIES SUMMA caida dais 89 WED Gro p Statistics SUMINIST ET 90 USD Agent Siatistes Dy Gro Usado oia 91 SAMSUNG Telecommunications America L P ii UCD Agent Counts Detailed Statistics cccccoooconnncnnncconnononnnononononononennnnnonononnnnnonnnonnnnnnnnnnnnnnnnnnnnannnnnns 92 UCD Agent Times Detailed Statistics is 93 UCB GalTMimeStalistes tasca tdci oca 94 WED Group Call Time STA IS UE less at 95 WED Wait Time tutti A A A T 96 JCD Group Walt Time Statisti S pinta il 97 UCD Group Abandoned Gall ist uranio di iia 98 Operator Sia sr o eb 99 Operator Group Cal Stal SUCS cupra ibiep deeds loose A 99 Operator Gro p Call Break Waste A A ee en eee 101 Operator Gall Time Stali SiC Sarns laicos 102 Operator Call Time Stats DY RMG Pla Mensen E a a E 103 Operator Port Call Statist s sorrara isa 104 Operator Port Call BreaKJOWN sancar aa 105 MISGCCIAN COU S AA o oo O a aa i ia aai 106 YMAA Grup Stalis nissan aa a a 106 VMAA Eror Slats UIC Seashore a a a ll O E nats 108 DIOSAS ek anaa a eC et E 109 DID Statisties BY DID Glo Up secretia iii in rra tdo tas 110 Detailed DID SlaliSties anena e e E E E E E E E eae nian 111 CHAPTER 5 Monitoring 112 MONHOFIN
110. ns and click Query Fi Inbound Station Call Statistics Total Lines Rows s S Out of Lines Svc 1 230 176 Total Lines Time bs j Out of Lines Syc 7 14 2005 230 176 12 00 Start 7 14 2005 _ s 7 El 30 E End 7 14 20058 0 12 Ef o0 E intervalfism E query Summary Ava Avg Inbd Inbd Inbd Lines Inbd Calls In No Inbd Inbd Inbd Inbd In Trys Calls In Call Talk i Answer vail Errors Ans Answers Xfers Call Talk Ratio i Time Time z Ratio Time Time 54 21 19 2 4 15 0 0 03 32 0 00 45 0 00 11 0 00 11 90 5 21 1 Time Detail Ava Avg Inbd Inbd Inbd Lines Inbd Calls In No Inbd Inbd Inbd Inbd In Trys Calls In Call Talk Answer Avail Errors Ans Answers Xfers E Call Talk Ratio Time Time E Ratio Time Time 54 21 19 2 4 15 0 0 03 32 0 00 45 0 00 11 0 00 11 90 5 21 1 Rows Total number of rows in the detailed data section Time Time period for each row Total Lines Total number of lines stations in the phone system Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use In Trys Number of inbound call attempts Calls In Number of successful inbound call attempts Inbd Errors Number of failed inbound call attempts Calls In Ans Number of answered inbound calls No Answers Number of unanswered inbound calls Inbd Xfers Number of inbound transfers Inbd Call Time Total call time for inbou
111. nticated with the Web page if other access methods are used Resolution Click Start and select Settings gt Control Panel gt Administrative Tools gt Internet Service Manager pei ESA Web Site folder and right click Data View web application dus FTP Site amp Default Web Site Default Web Site Scripts 115 4dmin IISSamples MSADC IISHelp a S Printers EasySet Datar xplore J per Select the Properties option SAMSUNG Telecommunications America L P 138 This will open the DataView Properties dialog DataView Properties C Program Files S amsung Electronics Offic Set the Application Protection option as Low IIS Process Click OK SAMSUNG Telecommunications America L P 139 cannot save the Scheduled Report options Symptom Upon making any changes to the Configure Daily Weekly Monthly Report pages options are reset to the defaults Cause The IUSR_computername account does not have sufficient permissions to access the report configuration INI file or the configuration file was set to read only upon installation of OfficeServ DataView Resolution Open the Windows Explorer and open the DataView folder under the OfficeServ DataView program folder The default installation location is C Program Files Samsung Electronics Select the ScheduledReport folder and click the right mouse button pu C Program Files S amsung Electron
112. o Answers Number of unanswered inbound calls Inbd Xfers Number of inbound transfers Inbd Call Time Total call time for inbound calls Inbd Talk Time Total talk time for inbound calls Avg Inbd Call Time Average call time for inbound calls Avg Inbd Talk Time Average talk time for inbound calls Inbd Ratio Call success ratio for inbound calls Inbd Ans Ratio Inbound call answer ratio SAMSUNG Telecommunications America L P 82 Inbd Station Call Breakdown by Group The Inbd Station Call Breakdown by Group report displays call volume and time based statistics for incoming calls to a specific station group divided into internal and external incoming calls Select the target time period and station group from the execution options and click Query Fi Inbd Station Call Breakdown by Group Start 7 14 2005 16 7 3 30 E End 7 14 2005 165 iz 00 5 Interval 151 3 Group 5000 E Query 2 Summary Inbound Internal Inbound External Group Group Avg NumberiMarmo In Calls Calls X fers Call Talk Inbd Ans In Calls Calls X fers Call Talk Inbd Ans Trys In Ans In Time Time Ratio Ratio Trys In Ans In Time Time S Ratio Ratio Ava Time Time 5000 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Summary Inbound Internal Inbound External Avg Avg Time In Calls Calls X fers Call Talk Talk Inbd Ans In Calls Calls X fers Call Talk ral Inbd Ans Trys In Ans
113. om the execution options and click Query Fj Inbound Trunk Call Statistics Total inez Rows Out of Lines Svc 1 174 0 Total Lines Time bs a Out of Lines Syc 7 14 2005 174 0 12 00 Start 7 14 2005 A 7 EE End 7 14 20058 0 12 5 00 E intervalfism 3 Summary A A Max ets soe mea Inbd a ay Inbd Inbd Lines In Trys Calls In Errore lAn Call Talk x i Talk Call Ans Used oN Sh LI Time Time Ra a Ratio Ratio Time Time 174 1 9 9 0 2 0 01 29 0 00 27 0 00 10 0 00 14 100 0 22 2 Time Detail 7 Max abd mpg Ibd Inbd bi ae Inbd Inbd me Lines In Trys Calls In ds ml i Call Talk cal all Call Ans vet used Ita Time crime E S Ratio Ratio Time Time 174 1 9 9 0 2 0 01 29 0 00 27 0 00 10 0 00 14 100 0 22 2 Rows Total number of rows in the detailed data section Time Time period for each row Total Lines Total number of lines trunks in the phone system Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Max Lines Used Maximum number of lines used at one time In Trys Number of inbound call attempts Calls In Number of successful inbound call attempts Inbd Errors Number of failed inbound call attempts Inbd Answers Number of inbound calls answered Inbd Call Time Total call time for inbound calls Inbd Talk Time Avg Inbd Call Time Total talk time for inbound
114. on about the backup fle tt as following 06 04 25 12 44 Summary CA Documents and Settings tsguentherDesktopiLogDaily_ OBL The notification window displays detailed information about the backup actions performed SAMSUNG Telecommunications America L P 19 Schedule Window Select the Schedule tab to manage the current settings for scheduled report files O OfficeServ Dataview Schedule File Option Help Schedules Daily Scheduled at 23 45 Report weekly Schduled on every Sunday at 00 30 Report ampayas asegepgq Sneg Monthly Scheduled at 01 00 on 1st of every month Report Folder Information Daily There is no report Report Weekly There is no report Report Monthly There is o report Report The Schedules frame displays information on the schedule reports currently configured to run These reports are configured through the web application as discussed in CHAPTER 6 Scheduled Reports The Folder Information frame displays information on the folder where scheduled reports are saved This includes information such as number of the files saved and total size of the files SAMSUNG Telecommunications America L P 20 Click any report button in the Folder Information frame to display the following OfficeSery DataView Scheduled Reports C DT 2005 05 26 htm C DT2005 05 27 htm C DT2005 05 28 htm C DT2005 05 29 htm C DT2005 05 30 htm C DT2005 05 31 htm C DT2005 06 01 htm C
115. on causes Scheduler to backup the database at a specified interval Frequency Choose backup frequency daily weekly monthly Day Choose which day to perform the backup Time Enter the time to perform backup Path Enter path to save backup database file to Clicking the Settings button for the Summary Database will display this window MUG Backup Options Use Emergency Backup Path Threshold MB l Use Temporary DB Copy Path E o 12 00 0041 Time ae es Tai E Cancel SAMSUNG Telecommunications America L P 18 Use Emergency Backup Marking this option causes Scheduler to backup the OfficeServ DataView Log database when the size of database reaches the specified threshold Threshold Enter limit of database file size in megabytes MB Path Enter path to save backup database file to Use Temporary DB Copy Marking this option causes Scheduler to backup the reporting database every day Time Enter the time to perform backup Path Enter path to save backup database file to When a backup has completed a notification window will appear at the bottom right of the screen that looks similar to this OfficeServ DataView Backup is complete new 1 Clicking the link in the above window will display the following informational screen OfficeServ Dataview backup Information x Log or Summary file backup is complete The detail informati
116. ord Change Password Change the password to the desired value and click Save SAMSUNG Telecommunications America L P 51 CHAPTER 4 Statistics This chapter describes the statistics functions of the OfficeServ DataView web application Statistics Window Layout Statistics functions can be accessed after connecting and logging in to the OfficeServ DataView homepage The general layout of a statistics window is shown below Page Title Execution Options Additional Menus F Trunk Call Statistics Start 4 1 2006 3 8 ml 15 fan 4 1 2006 oE m 45 wm Interval Day m Query Summary Total Lines Out Call Actual Failed Calls i Retris Talk Avg Call Avg Talk _ x Loy S Pick ups Call Time Call Ratio Ans Ratio Traffic Lines of Sve Attempts Calis Calls Answered evals Time Time Time 12 12 0 10 0 Ol 0 06 28 0 05 06 0 00 32 0 00 31 100 0 83 3 0 086 Date Detail Max Call Actual Failed Cals Retr Call Talk Avg Call Avg Talk Call Lines A rt Pock ups gt lt Attempts Calls Calls answered evals Time Teme Time Time Ratio Used Detailed Data Summary Data SAMSUNG Telecommunications America L P 52 Page Title The selected statistics sub menu is displayed as the title Additional Menus The menus below are provided as additional menus Refer to the Additional Menu section of this chapter for detailed descriptions Description Print the report Expo
117. orm hold by direct pickup Completion Status Ending status for this call Fail this call encountered an error Off Hook this call ended with the port off hook Ringing this call was terminated while ringing Answered this call was answered Queued this call was terminated while in queue Hold this call ended with the remote party on hold Completion Cause Reason that the call ended Error the call encountered an error Hung Up the local or remote party hung up Transfer the call was transferred Conference the call was conferenced with another port Overflow the call overflowed to another port SAMSUNG Telecommunications America L P Trunk Abandoned Call List The Trunk Abandoned Call List report displays detailed information about all abandoned trunk calls for a specific period of time Select the target time period from the execution options and click Query Trunk Abandoned Call List start 7 14 2005 _ s L El 30 End 7 14 2005 0 12 5 00 E query Summary Abandoned Calls F Abandoned Call List Abandoned Wait Number Start Time Trunk Inbound DID CLI Time 1 7 14 2005 11 49 00 AM 7023 2001 18007377008 7023 0 00 09 2 7 14 2005 11 49 22 AM 7023 2001 18007377008 7023 0 00 08 3 7 14 2005 11 49 42 AM 7023 2001 18007377008 7023 0 00 08 4 7 14 2005 11 52 46 AM 7022 2201 18007377008 7022 0 00 10 5 7 14 2005 11 53 27 AM 70
118. ound calls over the target time period Max Call Time Longest inbound call duration for this time period SAMSUNG Telecommunications America L P 65 Outbound Trunk Call Time Statistics The Outbound Trunk Call Time Statistics report shows the distribution of inbound trunk call times grouped into set time bands as shown below Select the target time period from the execution options and click Query Fi Outbound Trunk Call Time Statistics Start 7 14 2005 Wl 7 3 30 5 End 7 14 2005 1 faz 3 00 E interval fism P Query Rows lt 30s Summary Total Max Call lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m Calls Time 1 0 0 0 0 0 0 0 0 0 0 0 0 Time Detail Time lt 30s lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m e Max Call Calls Time 7 14 2005 0 o a a i i i j 12 00 Rows Total number of rows in the detailed data section Time Time period for each row lt 30 s Number of outbound calls lasting less than 30 seconds lt 60 s Number of outbound calls lasting between 30 and 60 seconds lt 90 s Number of outbound calls lasting between 60 and 90 seconds lt 2m Number of outbound calls lasting between 1 5 and 2 minutes lt 3 m Number of outbound calls lasting between 2 and 3 minutes lt 4m Number of outbound calls lasting between 3 and 4 minutes lt 5m Number of
119. oup Ca Number Answers Queue Answered Group Grp Ans Ratio 5001 CUST SVC 5 4 1 0 0 0 0 0 5002 TECH SUPPT 5 4 1 1 0 1 0 0 0 5003 5 5 1 0 0 0 0 0 Values in the Total Summary table can be different from the values in the Group Detail table because an agent may belong to several groups at the same time Total Groups Total number of station groups in the phone system Group Number Station group number of current record Group Name Name associated with this station group if assigned Agents Number of agents in this UCD group Logged In Number of agents currently logged in to the UCD group Inbd Answers Number of inbound calls currently ringing an agent Calls In Queue Calls Answered Number of calls waiting to be answered by an agent Number of inbound calls currently speaking to an agent Calls to Group Number of ringing calls directed to the UCD group Ans Calls to Grp Group Call Answer Ratio SAMSUNG Telecommunications America L P Number of connected calls directed to UCD group Ratio of answered group calls to total inbound calls 125 UCD Group Login Status The UCD Group Login Status monitor is used to track agent busy and login status for all UCD groups in the phone system Click Start from the execution options ES UCD Group Login Status Interval Js sec El Stop Summary Total Groups Agents Logged In Logged Out Agent
120. outbound calls lasting between 4 and 5 minutes lt 10m Number of outbound calls lasting between 5 and 10 minutes lt 20m Number of outbound calls lasting between 10 and 20 minutes lt 30m Number of outbound calls lasting between 20 and 30 minutes gt 30m Number of outbound calls with duration over 30 minutes Total Calls Total number of outbound calls over the target time period Max Call Time Longest outbound call duration for this time period SAMSUNG Telecommunications America L P 66 Inbound Trunk Call Error Statistics The Inbound Trunk Call Error Statistics report shows totals for the error types an inbound trunk call may encounter Select the target time period from the execution options and click Query Fi Inbound Trunk Call Error Statistics start 7 14 2005 R 7 E oE End 7 14 2005 p200 5 Interval 15m Query Summary Inbd T i Er Inbd r No Such Limited Trunk Station Station Does Not ONE Device Group nknawn ae mys Errors Z a Class Busy Busy DND Exist Ng VC Mismatch Busy ati 1 9 0 0 0 0 0 0 0 0 0 0 0 0 0 Time Detail Inbd Peet Ti oe Inbd E No Such Limited Trunk Station Station Does Not Pont Device Group linkenown r Se ine nirys errors aie Class Busy Busy DND Exist ug SU Mismatch Busy atio 7 14 2005 j ol 00 0 o 0 0 0 0 0 0 0 0 12 00 Rows Total number of rows in the detailed data section Time Time period for each row In Trys Number of inbound ca
121. ox below END USER LICENSE AGREEMENT FOR MICROSOFT OFFICE WEB COMPONENTS A O IMPORTANT READ CAREFULLY This End User License Agreement EULA is a legal agreement between you either an individual person or a single legal entity who will be referred to in this EULA as You and the Licensor for the Microsoft software technology that displays this EULA including any associated media printed materials and electronic documentation the Software The Software also indudes any software updates add on components web services and or supplements that the Licensor may provide to You or make available to You after the date You obtain Your initial copy of the Software to the extent that such items are not accompanied by a separate license agreement or terms of use By installing copying downloading accessing or otherwise using the Software You agree to be bound by the terms of this EULA If You do not agree to the terms of this EULA do not install access or use the Software For purposes of this EULA the term Licensor refers to Microsoft Corporation except in the event that You acquired the Software as a component of a Microsoft software product originally licensed from the manufacturer of your I accept the terms in the License Agreement Fig Microsoft Office 2003 Web Components Setup has completed 17 A prompt will be displayed asking 1f the Scheduler application should launch Click Yes to launch th
122. r Threshold Save Major Threshold O Trunk Total Lines Below Below C Trunk Lines Out of Svc Over Over O Trunk Lines Avail a Below Below O Trunk Busy Over Over O Trunk In Trys Over Over O Trunk Out Trys Over Over O trunk Busy Ratio Over Over O Trunk Calis to Group Over Over O Trunk Longest Call Time 5 s Over s Over O uco agents Below Below O uco Logged In Below Below Oo UCD Logged Out Over Over O UCO Agents Busy Ove Over O UCO Busy Ratio Over Over O uco inbd Answers Over Over O UCO Calls In Queue Ove Over O UCO Calls Answered Ove Over O uco Calls to Group Ove Over O uco Ans Calls to Grp Ove Over O UCO Group Call Ans Ratio Below Below O uco Longest Talk Time s s Over s Over O uco Longest Wait Time 2 s Over s Over p UCO Longest Wait Time Today 5 s Over s Over O UCO Answered Calls Today Over Over C UCO Abandoned Calls Today Over Over Mark the values to monitor in the Wallboard input the alarm threshold values and then click Save When a minor threshold has been crossed the number will display in yellow on the wallboard When a major threshold has been crossed the number will display in red on the wallboard For detailed information on wallboard monitor fields see the Wallboard section of Chapter 5 in this document Change Password Select Personalize gt Change Password to display the following window Change Passw
123. r descriptions of report items Scheduled Report Window Layout The general layout of a scheduled report window is shown below Item Title Page Title ae Date Daily Trunk Report Creation Date 7 11 2005 23 58 Period rank Overall Statistics Overall Statistics gt S Seiz Tene Total Fault Available 3 ae se mn Fail Call Pickup Retrieved Seize Call ms is mt Call Trafic un C 2 San Line Line Line Tine Can Che Cnt Cnt Cnt Cnt Time Time Tine Tone Rati Ratio Erlang Period 7 11 2005 00 00 7 11 2005 23 45 CEEE IEC 7 Detailed Results Page Title This is the title of the current report Daily Trunk Report Daily UCD Report Weekly Trunk Report Weekly UCD Report Monthly Trunk Report or Monthly UCD Report Period This section of the window displays the time period that this report was created for Creation Date This section of the window displays the time and date that the current daily weekly or monthly report was created ltem Title This section displays the title of each table Configuration of the tables to display is discussed in the Report Scheduling section of Chapter 3 OfficeServ DataView Menus Summary Data This section of the window displays the summary of each detailed data item SAMSUNG Telecommunications America L P 135 Detailed Data This section of the window displays detailed results for the selected sub menu S
124. rget time period from the execution options and click Query Fi Inbound Trunk Call Time Statistics Rows lt 305 2 Time lt 30s 7 14 2005 12 00 2 Start 7 14 2005 5 7 E oE End 7 14 2005 12 00 Interval 15m 3 Query Summary Total Max Call Calls Time 2 0 00 23 lt 90s lt 2M lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m 0 0 0 0 0 0 0 0 0 Time Detail Total Max Call lt 905 lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m i Calls Time 21 0 00 23 Rows Total number of rows in the detailed data section Time Time period for each row lt 30 s Number of inbound calls lasting less than 30 seconds lt 60 s Number of inbound calls lasting between 30 and 60 seconds lt 90 s Number of inbound calls lasting between 60 and 90 seconds lt 2m Number of inbound calls lasting between 1 5 and 2 minutes lt 3 m Number of inbound calls lasting between 2 and 3 minutes lt 4m Number of inbound calls lasting between 3 and 4 minutes lt 5m Number of inbound calls lasting between 4 and 5 minutes lt 10 m Number of inbound calls lasting between 5 and 10 minutes lt 20 m Number of inbound calls lasting between 10 and 20 minutes lt 30 m Number of inbound calls lasting between 20 and 30 minutes gt 30 m Number of inbound calls with duration over 30 minutes Total Calls Total number of inb
125. riod for each row Total Lines Total number of lines trunks in the phone system Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Max Lines Used Maximum number of lines used at one time Outbd Attempts Number of outbound call attempts Outbd Calls Number of successful outbound call attempts Outbd Errors Number of failed outbound call attempts Outbd Answers Number of outbound calls answered Outbd Call Time Total call time for outbound calls Outbd Talk Time Total talk time for outbound calls Average call time for outbound calls Avg Out Call Time Avg Out Talk Time Average talk time for outbound calls Outbd Call Ratio Call success ratio for outbound calls Outbd Ans Ratio Outbd Traffic Outbound call answer ratio Outbound call traffic Erlang Call Time Report Time SAMSUNG Telecommunications America L P 63 Trunk Call Time Statistics The Trunk Call Time Statistics report shows the distribution of trunk call times grouped into set time bands as shown below Select the target time period from the execution options and click Query Fi Trunk Call Time Statistics Start 7 14 2005 Wl 7 3 30 5 End 7 14 2005 lf 22 3 00 E interval fism E Query Rows lt 30s Summary Total Max Call lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 2
126. rouped into set time bands as shown below Select the target time period from the execution options and click Query Fi UCD Group Call Time Statistics Start 7 14 2005 5 7 E0 End 7 14 2005 0 123 00 E query Summary Total lt 1m lt 2m lt 3m lt 4m lt 5m lt 6m gt 6m Total Calls AYS Talk Max Call Groups Time Time 3 2 o 0 0 0 0 0 2 0 00 14 0 00 23 Group Detail Sp hore lt im lt 2m lt 3m lt 4m lt Sm lt m gt 6m Total Calls ade a max eal Number Name Time Time 5001 CUST SVC 0 0 0 0 0 0 0 0 0 0 5002 TECH 2 0 0 0 0 0 0 2 0 00 14 0 00 23 SUPPT 5003 0 0 0 0 0 0 0 o 0 0 Total Groups Total number of UCD groups in the system Group Number UCD group number for this record Group Name Name of this UCD group if set lt 1m Number of calls with duration less than 1 minute lt 2m Number of calls with duration between 1 and 2 minutes lt 3m Number of calls with duration between 2 and 3 minutes lt 4m Number of calls with duration between 3 and 4 minutes lt 5m Number of calls with duration between 4 and 5 minutes lt 6m Number of calls with duration between 5 and 6 minutes gt 6m Number of calls with duration over 6 minutes Total Calls Total number of calls Avg Talk Time Average talk time this period Max Call Time Maximum call time this period SAMSUNG Telecommunications America L P UCD Wait Time Statistics The UCD Wait T
127. rt Click the View as Chart dim icon from the additional menus to launch a new window displaying the monitor information as a chart Chart type and data fields reported on will be dependant upon the monitor chosen The new window can also be used as a live monitor by setting the Execution Options for the chart A few examples can be seen below A Officesery Dataview Microsolt Internet Explorer Ct ia Officesery Dataview Microsoft Internet Explorer m Station Port Status by Group m UC Agent Status Interval 10 sec se Group 5145 UCD Total Agents 5 Agent State Call State Blogged In B Logged Out m Idle E Agents Busy O Agents Busy Min Trys O ut Trys O Calls to Group A OfficeServ DataView UCD Wallboard 5145 BCS CUST SV Microsoft Internet Explorer UCD Agent Activity UCD Call Activity A Calls In Queue B Calls Answered O Agents E Logged In Calls to Group O Longest Wait Time O Logged Out O Agents Busy Ans Calls to Grp MB Longest Talk Time SAMSUNG Telecommunications America L P 116 Trunk Monitoring This function is used for monitoring the status of trunks in the phone system Trunk Group Status The Trunk Group Status monitor is used to track call volume status for all trunk groups in the phone system Click Start from the execution options to start the monitoring amp Trunk Group Status En Interval 10 sec mj Start Summary Lines Out of Total Groups Total Lines e Lines Avail
128. rt the report to Microsoft Excel View the report as a Chart Execution Options This section sets statistics options and start and stop times for the report The Start End option is applied to all statistics pages and additional options may be provided depending on the statistics item Refer to the Execution Option Setup section of this chapter for more detail Summary Data This section of the window displays the summary of each detailed data item Detailed Data This section of the window displays detailed statistics results for the selected sub menu SAMSUNG Telecommunications America L P 53 Selecting a Statistics Item Statistics windows display data generated by the OfficeServ phone system and saved in the database based on various criteria such as trunk or station data Statistics items can be selected by placing the mouse pointer over a main menu and clicking a sub menu item from the popup list Statistics Trunk Station UCO Operator Miscellaneous Scheduled Reports Trunk Call Statistics Inbound Trunk Call Statistics Outbound Trunk Call Statistics Trunk Call Time Statistics Inbound Trunk Call Time Statistics Outbound Trunk Call Time Statistics Inbound Trunk Call Error Statistics Outbound Trunk Call Error Statistics Trunk Group Call Statistics Outbound Trunk Call Statistics by Group Trunk Port Statistics Trunk Abandoned Call List SAMSUNG Telecommunications America
129. rvice restrictions Trunk Busy Number of calls failed due to a trunk or trunks being busy Station Busy Number of calls failed due to a busy station Station DND Calls that failed because the station was in Do Not Disturb Does Not Exist Number of calls to non existent destinations Plug Out Number of calls to unplugged stations Device Mismatch Group Busy Number of failed calls to invalid devices i e Add on Modules Number of calls failed due to a busy station group Unknown SAMSUNG Telecommunications America L P Number of calls that failed for an unknown reason 79 Station Feature Code Usage Statistics The Station Feature Code Usage Statistics report gives counts of the number of times station users accessed various phone system features Select the target time period from the execution options and click Query Fi Station Feature Code Usage Statistics start 7 19 2008 5 7 El s0 End 7 14 2005 lf 12 3 00 Interval 15m _ m Query Summary p Rows Call Back Camp On DND Forward Message OHVA rogrammed Message 1 0 0 0 0 0 0 0 Time Detail i P Time Call Back Camp On DND Forward Message OHVA Sl pe Gut Message 7 14 2005 12 00 0 0 0 0 0 0 0 Rows Total number of rows in the detailed data section Time Time period for each row Call Back Number of times a callback request was issued Camp On Number of times
130. s Avg Talk Time Average talk time for outbound calls Out Call Ratio Ans Ratio Call success ratio for outbound calls Outbound call answer ratio SAMSUNG Telecommunications America L P 78 Outbound Station Call Error Statistics The Outbound Station Call Error Statistics report shows totals for the error types an outbound station call may encounter Select the target time period from the execution options and click Query Fi Outbound Station Call Error Statistics Start 7 14 2005 R 7 E oE End 7 14 20058 0 pE 00E intervatfism Query Summary Outbd ee A E EA Outbd HN No Such Limited Trunk Station Station Does Not lo Device Group Unit w i W z y Errors Ratio Class Busy Busy DND Exist se Mismatch Busy i 1 16 2 12 5 2 0 0 0 0 0 0 0 0 0 Time Detail Outbd er Time Oliete Outbd Error No Such Limited Trunk Station Station Does Not plia Out Device Group UR i E Ww y y Errors Ratio Class Busy Busy DND Exist mgs Mismatch Busy i 7 14 20 14 2005 16 2 12 5 2 0 0 0 0 0 0 0 0 0 12 00 Rows Total number of rows in the detailed data section Time Time period for each row Out Trys Number of outbound call attempts Outbd Errors Number of failed outbound call attempts Outbd Error Ratio Ratio of failed calls to call attempts No Such Number of calls to non existent stations or groups Limited Class Number of calls that failed due to class of se
131. s group members Port Station number for this port Port Name Name of this station if applicable Ring Plans Number of separate ring plans the system operated in during this period Total Groups Number of separate operator groups during this period Inbound Internal Call details for internal station calls Inbound External Call details for external phone calls Calls In Number of inbound calls Inbd Xfers Number of calls transferred to the operator group Calls Ans Number of answered calls Talk Time Total talk time for this period Avg Talk Time Average talk time for this period Ans Ratio Ratio of answered calls to call attempts SAMSUNG Telecommunications America L P 105 Miscellaneous This section describes miscellaneous statistics of various OfficeServ phone system feautres VM AA Group Statistics The VM AA Group Statistics report provides call volume and time based statistics for all voicemail and automated attendant ports in the phone system Select the target time period from the execution options and click Query Fj vm AA Group Statistics Ports Total Ports Rows Out of Ports Avail yc Time otal O Ports 7 14 2005 12 0 12 00 Start 7 14 2005 WI 7 3 30 5 End 7 14 2005 1 22 00 E interval fism Query Summary Avg Short Av Inbd Calls Inbd Short xfer xfer Actual Call Call oa Short Call Errors In Xfers Ca
132. s Busy a Busy Ratio 3 5 4 1 0 0 0 Group Detail Group Number Group Name Agents Logged In Logged Out Agents Busy Busy Ratio 5001 CUST SVC 5 4 1 0 0 0 5002 TECH SUPPT 5 4 1 0 0 0 5003 5 5 0 0 0 0 Values in the Total Summary table can be different from the values in the Group Detail table because an agent may belong to several groups at the same time Total Groups Total number of station groups in the phone system Group Number Station group number of current record Group Name Name associated with this station group if assigned Agents Number of agents in this UCD group Logged In Number of agents currently logged in to the UCD group Logged Out Number of agents logged out Agents Busy Number of agents busy Busy Ratio Ratio of busy agents to agents logged in SAMSUNG Telecommunications America L P 126 UCD Agent Status The UCD Agent Status monitor is used to track call activity for all agents in a specific UCD group The Agent Detail section is color coded to provide at a glance status information for all agents Choose a UCD group and click Start from the execution options To hide agents that are logged out or whose phones are unplugged uncheck the Show Plug Out Log Out checkbox ES UCD Agent Status m PF Show Plug Log Out Interval 10 sec Group 5001 PS 11 Summary Group Number Group Name Agents Logged In Logged Out Agents Bu
133. s in the Total Summary table can be different from the values in the Group Detail table because a line may belong to several groups at the same time Total Groups Total number of voicemail and automated attendant groups in the phone system Group Number VM AA group number of current record Total Lines Total number of lines extensions in the VM AA group Lines Out of Svc Number of lines in an error condition Lines Avail Number of lines ready for use Inbd Answers Number of inbound calls currently ringing the VM AA group Calls In Queue Number of calls waiting to be answered by the VM AA group Calls Answered Number of inbound calls currently connected to a voicemail or automated attendant port Ans Ratio Ratio of answered group calls to total inbound calls Calls to Group Number of ringing calls directed to the VM AA group SAMSUNG Telecommunications America L P 130 VM AA Group Port Status The VM AA Group Port Status monitor is used to track call activity to a specific voicemail or automated attendant group Select a group from the execution options and click Start E yM AA Group Port Status Interval Js sec Group 5029 Stop Summary Total Lines Lines Out of Svc Lines Avail Inbd Answers Calls In Queue Calls Answered Ans Ratio Calls to Group 3 0 lt 0 1 0 0 0 Port Detail Number Port Port Type Port Status Call Status Duration Phon
134. s monitor is used to track call activity for all agents in all UCD groups The Agent Detail section is color coded to provide at a glance status information for all agents Click Start from the execution options ES UCD Overall Agent Status a Interval 10 sec Start Summary Total Groups Agents Logged In Logged Out Agents Busy Busy Ratio 4 5 4 1 0 0 0 Agent Detail Grou Phon p Group Name Port Port Status Agent PIN Agent Name Agent State Call Status Duration ee Number Number 2001 Forward 6257 Log In Idle 0 2004 Forward Log In Idle 0 5001 2005 Normal 6256 Log In Idle 0 2201 Forward Log In Idle 0 2001 Forward 6257 Log In Idle 0 5002 Total Groups Total number of UCD groups in the phone system Agents Number of unique agents among all UCD groups Logged In Number of unique agents currently logged in to UCD groups Logged Out Number of unique agents logged out Agents Busy Number of unique agents busy Busy Ratio Ratio of busy agents to agents logged in Group Number Group number for this UCD group Group Name Name associated with this station group if assigned Port Station port number for this station Port Status Current status of this station i e Normal Plug Out Agent PIN PIN number that this agent logged in with if any Agent Name Name associated with this station or if set this PIN number Agent State Current status of this agent i e Log
135. ser configured groupings for increased visibility of call data Select Miscellaneous gt Configure DID Group and display the following window t Configure DID Group add change Delete Select Number DID Group Name C 1 Direct DID O 2 Tech Suppt O 3 Cust Sve Click Add to display the following popup window which allows creation of new DID Groups http cti dataview CfgE o A DID Group Name SAMSUNG Telecommunications America L P 49 Personalize Users can personalize user environment options such as interface skin and language Skin refers to a set of graphic files used for changing the UI User Interface color scheme to one that is preferred by the user Select Skin Select Personalize gt Select Skin and display the following window Y Select Skin OfficeServ DataView OfficeServ DataView o y ceServ DataView or ceServ DataView O Cc Select a skin and click Save Select Language Select Personalize gt Select Language and display the following window Select Language Select Language English U S Enalish U S Select the proper language from the combo box and click Save For the USA select English U S SAMSUNG Telecommunications America L P 50 Configure Wallboard Select Personalize gt Configure Wallboard to display the following window Configure Wallboard Wallboard Item Mino
136. swers Outbd Call Time Outbd Talk Time Number of outbound calls answered Total call time for outbound calls Total talk time for outbound calls Avg Out Call Time Average Call time for outbound calls Avg Out Talk Time Outbd Call Ratio Outbd Ans Ratio Average talk time for outbound calls Call success ratio for outbound calls Outbound call answer ratio Outbd Traffic SAMSUNG Telecommunications America L P Outbound call traffic Erlang Call Time Report Time 70 Trunk Port Statistics The Trunk Port Statistics report displays detailed information about all calls made to or from a specific trunk over a specific period of time Select the target time period type of call inbound outbound or total and port trunk number from the execution options and click Query Fi Trunk Port Statistics Start 7 14 2005 5 7 E 0H End 7 14 2005 0 12 8 00 E Type Tota E Port 7047 Query Summary Trunk Total Calls Failed Calls Abandoned Calls Completed Calls Ans Ratio 7047 2 0 2 0 0 0 Trunk Calls External Completion Completion Type Number Phone DID Call Start Time Call End Time Call Time Talk Time Call Type Status Cause Caller ID 7 14 2005 7 14 2005 ae Outbound 18007377008 2201 FIA 147200 0 00 14 0 Primary Ringing 11 57 24 AM 11 57 38 AM 7 14 2005 7 14 2005 as Se Outbound 18007377008 2201 te des 0 00 12 0 Primary Ringing 11 58 23 AM 11 58 35 AM
137. sy Busy Ratio 5001 5 4 1 0 0 0 Agent Detail Number Port Port Status Agent PIN Agent Name Agent State Call Status Duration Phone Number 1 2001 Forward 6257 Log In Idle 0 2 2004 Forward Log In Idle 0 3 2005 Normal 6256 Log In Idle 0 4 2201 Forward Log In Idle 0 Ringing E Connected In E Connected Out On Hold E Wrap Up asw o ono Log Out MN Group Number Group number for this UCD group Group Name Name associated with this station group if assigned Agents Number of agents in this UCD group Logged In Number of agents currently logged in to the UCD group Logged Out Number of agents logged out Agents Busy Number of agents busy Busy Ratio Ratio of busy agents to agents logged in Number Record identifier for this station Port Station port number for this station Port Status Current status of this station i e Normal Plug Out Agent PIN PIN number that this agent logged in with if any Agent Name Name associated with this station or if set this PIN number Agent State Current status of this agent i e Log In Wrap Up Call Status Call status on this station i e Idle Connected Duration Time this station has been in this status Phone Number Outbound calls Number dialed by internal user Inbound calls Caller ID received for this call SAMSUNG Telecommunications America L P 127 j UCD Overall Agent Status The UCD Overall Agent Statu
138. t PIN Modify Delete Agent PIN Select Miscellaneous gt Modify Delete Agent PIN and display the following window Modify Delete Agent PIN Delete Select Number Agent PIN PIN Name o 1 16255 Shawn G O 2 16256 Ann G Agent PIN value should be 4 digit long between 0000 9999 SAMSUNG Telecommunications America L P 47 Configure DID Select Miscellaneous gt Configure DID and display the following window lt i Configure DID DID Name DID Group Name Show Number DID Digit O E 214 Direct O10 El E 2 5730 Tech Supp Tech Suppt El 7 3 5732 Training Custsvc W m 4 5733 Repair cust Sve Ed s 58 TS Tech Suppt Y E 6 6045 Direct DID E 7 6o Direct DID z v 8 6102 E 6105 Train DID m 10 6160 Direct DID El g u 6165 E 122 6180 Repair DID F i 6136 OVRFLW UCD Direct DID El E 14 6198 TS IP Grp Tech Suppt Bl g 15 eL Show Determines whether or not to display this DID on DID Statistics Number Line number of the DID Digit DID Digit DID digit list from the phone system DID Name Name associated with this DID digit DID Group Name Choose which DID Group if any this DID digit belongs in SAMSUNG Telecommunications America L P Configure DID Group DID grouping can be used to summarize DID statistics reports in u
139. t Port to communicate with SMTP server Authentication Does the SMTP server require authentication to send messages Account Username to log in to SMTP server if Authentication is required Password Password to log in to SMTP server if Authentication is required Recipient1 First email address or distribution list address to email reports to Recipient2 Second email address or distribution list address to email reports to Recipient3 Third email address or distribution list address to email reports to Recipient4 Fourth email address or distribution list address to email reports to Recipient5 Fifth email address or distribution list address to email reports to SAMSUNG Telecommunications America L P 45 FTP Use FTP 0 FIP Server Portl Aoccounti Password Remote Directory1 Optional L a anonymous 21 FIP Server Port Account Password Remote Directory2 Optional z 21 anonymous fi PEPER Use Enable or disable ability to upload reports to FTP sites FTP Server1 IP address or URL of first FTP site Port1 Port to connect to FTP site on Account Username to log in to FTP site Password1 Password to log in to FTP site Remote Directory1 Directory on the FTP site to save to this entry is optional FTP Server2 IP address or URL of second FTP site Port2 Port to connect to FTP site on Account2 Username to log in
140. t the target time period from the execution options and click Query Fj UCD Group Statistics Summary P Start 7 14 2005 0 L El 30 E End 7 14 2005 0 2 00 E query Summary TAA nes Calls In Calls Ans Conslts X fers In a as Login Time Talk Time consul Groups Agents Xfers Out Outs Ans Time 3 5 2 0 0 0 0 0 3 00 00 0 00 27 0 Group Detail Sroug SU nax Calls In Calls Ans Conslts X fers In Srp Sal Forcsd inap SD Talk Time Soe Number Name Agents Xfers Out Log Outs Xfers Ans Time Time 5001 pies 5 0 0 0 0 0 0 0 1 00 00 0 0 SVC 5002 TESH 5 9 2 0 0 0 0 0 1 00 00 0 00 27 0 SUPPT 5003 5 0 0 0 0 0 0 0 1 00 00 0 0 Total Groups Group Number Group Name Total number of UCD groups in the system UCD group number for this record Name of this UCD group if set Max Agents Number of agents in this UCD group Calls In Number of inbound calls Calls Ans Number of calls answered Conslts Number of consultation transfers X fers In Number of internal transfers to this group Group Call Xfers Out Forced Log Outs Number of outbound group transfers Number of times an agent was logged out by the system Inbd Xfers Ans Number of transferred inbound calls answered Login Time Total time agents were logged in this period Talk Time Total talk time for this period Consult Time Total consultation time this period SAMSUNG Telecommunications America L P 90 UCD Agent Statis
141. taView is input press Enter This will display the login page of the OfficeServ DataView web application as shown below OfficeServ DataView Password LO cancel DataView Copyright c 2004 Samsung Electronics Co Ltd SAMSUNG Telecommunications America L P 35 SAMSUNG Telecommunications America L P If using OfficeServ Data View for the first time enter the administrator ID provided by default The default administrator account is ID admin and password samsung OfficeServ DataView ID ladmin Password seeeees DataView Copyright C 2004 Samsung Electronics Co Ltd If login is successful the web browser will be redirected to the main application home page Duo Xumar Pree Fiesav 4 25 2006 2 13 03 PM Operator Miscellaneous Scheduled Reports E Monitoring Trunk Staton UCD Miscellaneous WallSoard ROR OfficeServ Server Information DataView Report Scheduling gt Miscellancous Personaize Introdection 36 Menus The main menus of the OfficeServ DataView home page are shown below Statistics Trunk Station UTD Operator Miscellaneous Scheduled Reports Monitoring Trunk Station UCO Miscellaneous WwalBoard Configuration User Management Server Information Report Scheduling Miscellaneous Personalize Hovering the mouse over any menu item will display the sub menu for that item For detailed in
142. the Data Manager to listen on 6100 by default DataView Listen Port SAMSUNG Telecommunications America L P 22 Database Select Database to enter information on the database to be used in OfficeServ Data View The window displayed is determined by the database driver chosen upon installation Access or SQL Server SQL Server z CHECK Changes in Database Type The database type selected during OfficeServ DataView installation cannot be changed If the SQL Server driver is being used the following will be displayed Database Options SQLOLEDB 1 localhost Data Source Enter the NetBIOS name or IP address of the SQL Server User ID Enter the user ID for connection Password Password Confirm Enter the password of the user ID entered in User ID Enter the password twice for confirmation Threshold MB Enter the threshold value of database file size SAMSUNG Telecommunications America L P 23 Access If the Microsoft Access MDB driver is being used the following will be displayed Database Options MDE x LA Program Files S ameung Electronics Offices ery Da Path Select the folder where the MDB files for OfficeServ DataView will be located The lUSR_ lt computername gt user account must have read and write access to this folder in order for the OfficeServ DataView web application to operate properly Threshold MB Enter
143. the system The Data Collector is the heart of the OfficeServ DataView software and must be running for proper operation of OfficeServ DataView Data Collector Window When the Data Collector is launched the following is displayed Ba OfficeSery DataView Collector Mi d La 15 y The LED graphics to the right of OfficeServ Link and DataView Manager indicate connection Status je Gray Not connected ie Green Connected properly i Red Data Collector has downloaded the configuration data from the OfficeServ system and is being initialized Or a connection error has occurred Config Run Stop Monitor Quit This button launches the Environmental Options window for configuring Data Collector options This button connects or disconnects from OfficeServ Link During connection the Data Collector must download current switch status data This button opens a window that monitors the memory space managed by the Data Collector This function is used for diagnostic tracing Exits the Data Collector SAMSUNG Telecommunications America L P 29 Data Collector Configuration Click the Config button from the Data Collector window to configure Data Collector Environment Configuration OfficeServ Link Connection Sets the IP address and the port number for connection to OfficeServ Link Data Manager Listen Port Specify the port to use for connection to D
144. tics by Group The UCD Agent Statistics by Group report provides call volume and time based statistics for inbound calls to UCD agents in a specific group Select the target time period and UCD group from the execution options and click Query Fi UCD Agent Statistics by Group Start8 17 2005 E 108 00 End s 17 2005 F 118 00 Group 5731 Query Summary Calls a fers SA ea ores eet Lagin Idle Ring Talk Hold Wrapup Consult Agents Calls In Conslts fers Log fers dE Time Tirn Time Time Tirn Tire Time Out Outs Ans 14 15 14 o 2 g i 0 5 25 24 2 02 26 0 13 26 3 07 33 0 00 59 0 01 00 0 Group Detail i Forced Inbd Agent Agent Agent Calls Calls IConsite Ters Call Lo fers Login Idle Ring Talk Hold Wrapup Consult Ej Name FIN In Ans In fers Time Time Time Time Time Time Time Outs Ans Out 4803 CRAIG o o o o o O o o o o 0 0 4806 ASHLEY o 0 o o o o o 0 0 0 0 4809 ASHLEY i 0 0 o 0 0 0 0 0 0 4810 CHARLES 1 1 o 1 o 0 010 59 50 0 24 54 0 00 05 0 34 33 0 00 18 0 0 Total number of agents in this group Agents Agent Agent station number Agent Name Station name for agent if set Agent PIN PIN number for this agent Calls In Number of inbound calls Calls Ans Number of calls answered Conslts Number of consultation transfers X fers In Number of internal transfers to this agent Group Call Xfers Out Number of out
145. vg Agents Logged In Average number of agents logged in Calls In Number of inbound calls Calls Ans Number of calls answered Abd Calls Number of abandoned calls Over flow In Over flow Out Forced Log Outs Calls that overflowed to this group from another group Calls that overflowed from this group to another group Number of times an agent was logged out by the system Inbd Xfers Ans Number of transferred inbound calls answered Talk Time Total talk time for this period Avg Talk Time Average talk time this period Avg Wait Time Average waiting duration Avg Time to Abd Average time to abandon for this period Ans Ratio Ratio of calls answered to call attempts SAMSUNG Telecommunications America L P 87 UCD Call Statistics by Group The UCD Call Statistics by Group report provides call volume and time based statistics for a specific UCD group Select the target time period and UCD group from the execution options and click Query F UCD Call Statistics by Group Start 7 14 2005 5 7 El 305 End 7 14 20058 12 00 Interval 15m E Group 5002 E Query Summary G Gro Ma oa Call Abd Over A ec Talk a Avg ds An r x ver aa ve Anat S d Calls In A Call fl T flow Log xfers Talk Wait Time to R z a eta sito PAAR as o Res Out Outs Ans Time Time Abd ee n TECH 5002 4 4 0 9 2 7 0 0 0 0 0 00 27 0 00 14 0 00 04 0 00 08 22 2 SUPPT Time Detail M rai Cal

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