ACD SMR User's Guide
Contents
1. Main menu The main menu includes the following menus with their respective menu items File Connect opens the Connect to MySQL Server dialog box enabling the user to change set connection settings See the section on Configuring the ACD SMR Client Disconnect closes an established connection with the MySQL server The menu item is active only if the connection with the MySQL server has successfully been set up Change ACD Server opens the ACD server from the list dialog box enabling the user to choose the Quadro whose Agents Agent Groups should be monitored See the section on Configuring the ACD SMR Client Export data Exports the selected statistics data tables to CSV formatted files Exit closes the SMR client application ACD Statistics Monitoring Reporting 8 ACD SMR User s Guide ACD SMR User Interface View e Toolbar shows or hides the toolbar Status Bar shows or hides the status bar Show Graphics allows to show hide the graphical bars in cells Display Agent displays the Agents IDs Agents Names or both in Navigation tree status and statistics tables based on the chosen selection Display Agent ID Display Agent name or both e Agent ID Name length dfines the maximum allowed number of symbols in the Agent ID and or Agent Name in Current Status Status Statistics and Call Statistics tables Options x e Poll Rate opens the Poll Rate Rate ms 2mm window Figure 26 enabling the ee user to set a ne2. e MySQL server version 5 0 45 or higher e Basic configuration with the default port of 3306 for TCP connection e A database user that is privileged to execute Create Insert Update Select Drop and Delete commands If the root user is to be used ensure that the remote access for the root is enabled in MySQL configuration Installing MySQL Server The following step by step instructions describe how to install the MySQL Server Please Note The instructions below are not meant to be used as a comprehensive guide for the MySQL server They describe the minimum installation required for the operation of SMR For more information on the MySQL server setup please refer to MySQL documentation 1 Run the setup exe for MySQL server The Setup Sl Wizard will start Click Next P Welcome to the Setup Wizard for MySQL 74 Server 5 0 The Setup Wizard will allow you to modify repair or remove MySQL Server 5 0 To continue click Next Back Cancel Figure 2 Startup Page 2 Choose Typical when prompted for the setup type a ACS AA SES roe E x Click Next then Install The installation process Setup Type S starts Choose the setup type that best suits your needs k Please select a setup type Typical _ 4 Common program Features will be installed Recommended for L o general use T Complete A All program Features will be installed Requires the most disk US space p L o y Custom E Choo
3. i T h t H ail a be MR 9 c CECE TSI 9 dd mu be mu Lahe Tap Be KA Kr LETE e nee Hanas IN HRES K ag e ana ii p anaim a LE E im mu ELS one be fee ih uaig S ee aw eee LT K vz Ls 5 PT E FI aT aT v aT oF gs 7 a Ces enya 2 TG G oe EE oe EES I J E m wut i A an TE TE k Quadro Ose CPYS neo men epygi P a sl a OA Cir La PA ACD SMR User s Guide Table of Contents Table of Contents Overview of ACDSMR coccion eee 3 Setup and Configuration cccccccccccnnnccncnnnnnnn nn rr ee ESSE eecneeneeneer nee 4 MY Rs Gia TTT 4 enezis MY SOLS ery Cl arras 4 Conagua MY eon eT ee Te a Sr Tee eT rr re 5 ACD SOIC OPER PE 9 ais is Ind D 6 9 as Cani O ee E SS 9 Belgie TT ete ACD Tae een repr eee eee ee ee ee ie 9 ACD SMR Clem ely e Ao O ao 11 Tee ges E me K T CONE scaricare 11 Configuring the ACD SMR Client see ee e e eK 11 ACD SMR Client User lntermTace eee e 13 isa WINE mmmmmmmmmmmmmmmmmmmmmmmrmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmrmmmmmmmmmmmmmmmmmmiuH 13 TOG ar BUON Sarita bos sia peon 15 WERE elm WIN i mm ir airi ni nirrim m m m m m mm m mmmmmmmmmmmmmmmmmmmummmm mrm m mmrmmm mm rm rr et Te 15 IE a ETT e aT 15 Ai o EE OO E 15 Stats Sta la S il ais Da ruta di a ia cats 17 E Ai aa a eee ee a eee ae ee ee 18 ACD SMR User s Guide Overview of the ACD SMR Overview of
4. 10 13 25 02 6111 2020468up epygi com SIP ABI Apgent l 00 00 01 00 00 01 Closet By Caller Agent Dec 1200910 15 34 55 Gili 20203 ip enea com SIP A I Agent 00 00 02 00 00 04 Closed By Caller Agent Dec 12 09 10 15 24 12 GIH 20205 p enre enn SIF AGI Agenttil 10 0003 00 00 01 Closed By Caller Agent Dec 13 09 10 15 24 Da 5111 0202 sip apyg com SIF A61 Agenti l no 00 03 O00 02 Closed By Caller A gent Dec 12 09 10 14 30 38 GILI 2020 mp epygicom SIP PEF Agent l 00 00 02 00 00 04 Closed By Caller A eent Dec 12 09 10 14 50 12 GIN 2020p cpyg com SIP AS Agent l 00 00 01 00 00 02 Closed By Caller Agent Dec 12 09 10 1449499 GIL 3020869sip epg com SIP AI Aent l 0000 03 00 00 03 Closed By Calleri A eent Dec 1209 10 14 44 12 Gili 3020869aip enym carn SIP 00 00 15 Rejected Tenecut Dec 1207 10 12 31 32 GIL 20208 8sip era carn SIP 00 00 15 Rejected Teneo Figure 31 Call Statistics Page The table under the splitter includes the calls related information The details are presented below e Date Time call start time e Group ACD group of agent answered the call e Caller IP caller number PBX SIP or PSTN e Called ID agent number answered the call e Called Name Called Agent name e Time in Hold time the call stayed in queue before being answered rejected or canceled the call e Time in Live call time of call duration with current agent e Close Reason cal
5. Configure the MySQL Server now Use this option to generate an optimized MySQL config file setup a Windows service running on a dedicated port and to set the password For the rook account Back cancel Figure 5 Last Page of the Setup Wizard The following step by step instructions describe how to configure the MySQL Server 1 On the startup page of the Configuration Wizard click Next ACD Statistics Monitoring Reporting MySQL Server Instance Configuration Wizard Welcome to the MySQL Server Instance Configuration Wizard 1 0 8 The Configuration Wizard will allow you to configure the MySQL Server 5 0 server instance To Continue click Next coca Figure 6 Startup Page ACD SMR User s Guide Setup and Configuration 2 Choose Detailed Configuration when prompted MEMES LLE for the configuration type Click Next MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select a configuration type f Detailed Configuration gt Q Choose this configuration type to create the optimal server setup For this machine Standard Configuration Use this only on machines that do not already have a MySQL server installation This will use a general purpose configuration for the server that can be tuned manually cook cen Figure 7 Choosing the Configuration Type 3 Choose Developer Machine when prompted for MESSI XA the se
6. ome Delete E Saved Connections Coonection to ACD DE lt Host Adress localhost UserName rook Password doib coca 3 In the UserName and Password text boxes enter the user settings specified in step 10 of the section on Configuring MySQL Server 4 Click the Connect button You ll be prompted to save the connection settings Click Save Figure 23 Connect to MySQL Server Dialog Box On clicking the Connect button the application tries to connect to the MySQL database server If connected successfully SMR will download the list of Quadro units that are currently monitored Figure 24 ACD SMR User s Guide Setup and Configuration 5 From this list choose the Ouadro and click the OK button E ALD servers The SMR client will start downloading the initial status and statistics information for the selected Quadro from the database and populate its tables with that data 192 168 70 70 see below Depending on the network condition and database load this may prende take several minutes Active 172 30 3 1 cancel Figure 24 Selecting Quadro ACD Statistics Monitoring Reporting 2 ACD SMR User s Guide ACD SMR User Interface ACD SMR Client User Interface After all the components of the ACD SMR system have been successfully installed and configured launch SMR by selecting Epygi Technologies gt SMR gt SMR from the Start menu or if you have chosen to create a desktop icon in the SMR S
7. the Finish button to launch the ACD Service Manager Configuring ACD Service Once the ACD Service Manager Epygi Technologies gt ACD Service gt ACD Service Manager is run it opens the dialog box shown is Figure 17 ACD Statistics Monitoring Reporting 7 acdservicemanager is Setup ALD Service Completing the ACD Service Setup Wizard Setup has finished installing ACD Service on your computer The application may be launched by selecting the installed icons Click Finish to exit Setup IY Configure ACD Service Figure 16 Completing the Setup Wizard x Configurations Selected connection status O ad Edit Remove Apply Hide Figure 17 The ACD Service Manager ACD SMR User s Guide Setup and Configuration To configure the service click the Add button and specify the following Add Edit ACD configurations x settings ACD e Quadro IP and port The IP address of the Quadro whose TETEN Agents should be monitored and the communication port You Quadro IP Suis may leave the default value of 4660 e Server The IP address or hostname of the MySQL server If the ACD service is running on the same PC as the MySQL server leave the Server setting to localhost Port 4660 MySQL Server localhost e User and Password The root user on the MySQL server with appropriate privileges and the password specified in step 10 of User root the section on Configuri
8. ACD SMR The SMR system is a monitoring tool used along with the Quadro Automatic Call Distribution ACD feature to monitor the current statuses of the Agents on one or many QuadroM32x The status values are stored in the database and are used for generating the statistical reports for Agents and Agent Groups The SMR system includes the following components Figure 1 The Database is a MySQL database used for storing the status data The ACD service is a Windows service application that continuously monitors Quadro units retrieves the status and statistics data and stores them into the MySQL database The default TCP port of the ACD Service is 4660 The SMR client application is a Windows application that retrieves data from the database for display The default TCP port for communication with the database server is 3306 One or more SMR clients can connect to the database Quadros are QuadroM32x units with the properly configured ACD feature SMR Client 1 Figure 1 SMR components All components may be installed and run on the same PC Alternatively any or all of them can be installed on a separate PC The installation of each component is described below ACD Statistics Monitoring Reporting 2 ACD SMR User s Guide Setup and Configuration Setup and Configuration MySQL Server MySQL server is used for storing the status and statistical data obtained from Quadros The following are the requirements on MySQL server
9. D SMR Client application run the acdsmrsetup exe executable file and follow the instructions of the Setup Wizard until the last page is reached Figure 21 On this page ensure that the Run SMR checkbox is ECTURE T EE E ISE selected and click the Finish button Selecting the checkbox will launch the SMR client application The application can later be launched by selecting Epygi Technologies gt SMR7 gt SMR from the Start menu which is the default installation path Completing the Statistics Monitoring and Reporting Setup Wizard Setup has finished installing Statistics Monitoring and Reporting on your computer The application may be launched by selecting the installed icons Click Finish to exit Setup W Run SMA Figure 21 The Last Page of the Setup Wizard Configuring the ACD SMR Client On launching the ACD SMR Client application the Connect to MySQL Server Figure 23 dialog box pops up The dialog box is used for creating new connections and managing the existing ones To create a new connection follow the steps below xl 1 Click the New button specify a name for the connection and click Yes TEN Figure 22 The connection will appear in the Saved Connections Coonectin to ACDDB SS drop down list Y e Figure 22 Creating new connections 2 In the Host Address text box enter the IP Connect to MySQL Server i x address or host name of the PC where the l S E N 5 Delet MySQL server is running em
10. MR User s Guide ACD SMR User Interface Status Statistics page The Status Statistics page shows how long Agents have been in each of the five states for a selected timeframe Options gt Timeframe The value is expressed both in time units and as a percentage of total time The filled rectangles in cells are used to visualize the percentage The cell values in blue indicate that the value has changed during the last database poll For Agent Groups cell values indicate the average values of Agent statuses for the Agent Group For ACD cell values indicate the average value of statuses for all Agent Groups Figure 30 shows a screenshot of the Status Statistics page Online Offline Busy Away DND hh mm 55 hh mm ss hh mm ss hh mm ss hh mm ss 09 43 02 87 1 02 00 56 12 9 Status statistics ACD ea 075025 48 0 000000 0 0 RTT aR T 000000 00 D00000 0 0 125505 876 wowma 001853 24 _ 00000004 000000 mns I 141326 978 REST 001908 22 nms _ onaco 0 0 TRS 000000 0 0 EE 054103 33 5 ooon o _ 080000 0 0 sss erea ap 001905 24 _ 000000 00 000000 ns 125105 876 nap 001846 24 000000 0 0 Hp mns iome 000000 0 0 E 0557186514 T 000000 00 T 00000000 125609 977 www 001838 23 ooooooto 000000 00A 125550677 wmm w a Opa Hp ns iisa gesa 000000 0 0 L 054439 59 W RS HOT 125744 676 ana
11. avily loaded web servers l Concurrent connections 15 coa OSS cen Figure 11 Choosing the Number of Concurrent Users 7 Ensure that both Enable TCP IP Networking and Re LE Enable Strict Mode checkboxes are selected o stare Penhigit ation Leave the Port Number setting to its default Configure the MySQL Server 5 0 server instance values 3306 Click Next Please set the networking options l Enable TCP IP Networking Enable this to allow TCP AP connections When disabled only local connections through named pipes are allowed Pork Number Please set the server SQL mode l Enable Strict Mode This option Forces the server to behave more like a traditional database server IE is recommended to enable this option co ema Figure 12 Choosing the Network Options ACD Statistics Monitoring Reporting OT ACD SMR User s Guide 8 10 11 12 Choose the Standard Character Set option when prompted for the default character set Click Next Ensure that both the Install As Windows Service and Launch the MySQL Server automatically checkboxes are selected and the Service Name is set to MySQL Click Next On this page of the wizard enter the password for the root user Please Note Write down the specified password on a piece of paper and have it handy when configuring the ACD service and the SMR client applications Select the Enable root access from r
12. emote machines if the ACD service is to be installed on a separate machine Click Next then Execute Once the specified configuration is created click Finish The MySQL server is now ready for use ACD Statistics Monitoring Reporting Setup and Configuration MySQL Server Instance Configuration Wizard MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select the default character set i Standard Character Set 1 Makes Latini the default charset This character set is suited For English and other West European languages C Best Support For Multilingualism Make LITF8 the default character set This is the recommended we character set For storing text in many different languages C Manual Selected Default Character Set Collation Please specify the character set to use Character Set lapi 9 cook WS ea Figure 13 Choosing the Default Character Set MySQL Server Instance Configuration Wizard MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please set the Windows options IZ Install As Windows Service AR This is the recommended way to run the MySQL server 03 on Windows Service Name MySQL 9 we Launch the MySQL Server automatically Include Bin Directory in Windows PATH Check this option to include the directory containing the ui server client executables in the Windows PATH variable Mm so
13. etup wizard simply double click on the SMR icon This opens SMR s main window Figure 25 SR rool ai 132 180 70 10 ALD Guns SMA LT II Sra IE amp 630 ACD M 2 3 Oime ii Bay O O Away il DND allem Quen 7 Yi D 0 00 00 57 E 00 00 34 li il s3 00 00 52 100030 00 00 45 00000 22 32 30 m i om 00 01 12 BOST DOT TES 00 00 26 HD35 0 00 23 EEF L alla ga ALLE 00 00 30 0050357 00 00 55 00 00 44 00 00 53 J 0 p 1 lt a 0 00 00 50 223250 l 00 00 49 00 00 51 00 00 04 dl Call stanstics RER Connactad bi HyS0L database cerrar 192 16 70 100 a Start bm AEPD Soe PA End Erre 1710000 5 52 42 PH Figure 25 The Main Window of ACD SMR The main window of SMA client application is divided into the following areas Main menu The Main Menu is used for accomplishing common tasks such as opening closing a connection with the MySQL database selecting the timeframe for displaying statistical data Toolbar buttons The toolbar buttons are shortcuts to the most frequently used menu items Navigation window This window displays the navigation tree and allows the user to change the table views Tab windows The tab windows contain the tables with the data retrieved from the database Status bar The status bar displays useful information on the application and the connection state lt also displays the currently selected timeframe on the right
14. l s closed reason Closed by Agent Caller Abandoned Rejected Timeout ACD Statistics Monitoring Reporting 18 El m Ei pal ii a a CZ cpygi Epygi Technologies Ltd Copyright 2003 2011 Epygi Technologies Ltd All rights reserved 15 P ua I
15. lt gt il El Selected connection status Quadro connected Database connected Add Edit Remove Apply Hide Figure 19 The Configurations Box acdservicemanager x Configurations ACD 172 30 3 1 4660 gt MYSQL localhost 3306 B Service restarted sib x ACD 172 30 0 1 4660 gt ACD 172 30 70 70 4660 E Selected connection status Quadro connected Database connected Add Edit Remove Apply Hide Figure 20 Restarting the Service Please Note If ACD service is running on a PC outside the Quadro LAN then an appropriate port forwarding configuration is required on the Quadro This can be done by selecting Internet Uplink gt Filtering Rules gt Incoming Traffic Port Forwarding on the Quadro and adding a record for MySQL service pool For more information on the adding a service pool please refer to Quadro s Online help To close the ACD Service application click the Exit button Note that the service continues running You may also choose to Hide the application in which case it will be minimized to system tray and will indicate the connection state with the MySQL server and the highlighted Quadro ACD Statistics Monitoring Reporting ACD SMR User s Guide Setup and Configuration ACD SMR Client The ACD SMR client is used to retrieve the data from the database and display it to the user Installing the ACD SMR Client To install the AC
16. n nodes and the groups they belong to as sub nodes When viewed by Agent Groups the tree displays the groups i as main nodes and the Agents they comprise as sub nodes To switch between these views click the respective button in the navigation window ACD Groups i SMSF 1 1 U 1 i i mB A107 B A108 Figure 28 Selecting views Tab Windows All the data retrieved from the database is displayed in three tables in ACD SMR Current Status Status Statistics and Call Statistics The tables are located on different tab pages and can be accessed by clicking the appropriate tab page at the bottom of the form The information on the currently active window is updated at a default poll rate of 5000 ms that can be modified from the Options menu The detailed description of each of these tables is given below Current Status The Current Status table shows the current status of Agents in a selected group The table is organized in the following way table columns represent possible statuses an Agent may have and the rows represent Agents or Agent Groups For an Agent a non empty cell indicates the current status of the Agent and the time h mm ss since the Agent is in that state For Agent Groups a cell indicates the number of its Agents that currently have the corresponding status An Agent can have any of the following statuses e Online The Agent is logged in and is idle It is available to accept calls e Offline The Agent is n
17. na 001900244 Wp Hp 0055 125539 97 6 nap osaga Tampa 000000 0 0 110807 65 5 e 055133 34 5 RS ooo 0 0 SHS map HRS 359 mpa ooa 0055 130659 976 Rp T 001922 24 Omp Hp 0055 12 15 52 85 7 00 00 00 00 02 22 21 143 00 00 00 0 0 00 00 00 0 0 04 28 06 664 00 00 00 0 0 0154 50 3 6 00 00 00 0 0 00 00 00 0 0 12 03 32 846 00 00 00 0 0 02 28 37 15 4 00 00 00 0 0 00 00 00 0 0 1135 25 83 1 00 00 00 0 0 02 37 16 16 9 00 00 00 0 0 00 00 00 0 0 12 10 28 58 00 00 00 0 0 00 33 07 4 2 00 00 00 0 0 00 00 00 0 0 12 02 20 95 7 00 00 00 0 0 00 48 02 6 3 00 00 00 0 0 00 00 00 0 0 306 03 18 20 80 2 00 00 00 0 0 03 22 18 19 8 00 00 00 0 0 00 00 00 0 0 Figure 30 Status Statistics Page ACD Statistics Monitoring Reporting AT ACD SMR User s Guide ACD SMR User Interface Call Statistics The Call Statistics displays the following information Figure 31 Applicable to both for Agents and Agent Groups e Calls Answered the total number of calls answered by an Agent Agent Group within the selected timeframe e Duration Avg the average duration of calls answered within the selected timeframe e Avg Queue Wait Time the average time calls stayed in the queue before the Agent answered the call Applicable to Agents groups only e Calls Received the total number of calls recei
18. ng MySQL Server HE The Reset DB button on this dialog box removes all entries for the poets select Quadro from the database Once the required settings are entered click OK The specified Quadro will appear in the Configurations box Figure 19 Reset DE crcl Repeat this step for all Quadro units that should be monitored To edit the settings of the added Quadro select the Quadro in the Configurations box and click the Edit button To remove the Quadro and thus stop monitoring it select the Quadro in the Configurations box and click Remove Once you completed specifying the list of Quadros click the Apply button The message informing that the ACD service restarted will pop up Click OK If the ACD service successfully connects both to a Quadro and the MySQL server it will show two linked triangles filled with green at the end of the entry line The left triangle shows the connection state with the Quadro and the right triangle indicates the connection with MySQL In case of a connection failure the triangles will be filled with red Please check your network settings and ensure you have specified the correct connection settings Figure 18 Specifying the Connection Settings 0 acdservicemanager x Configurations ACD 172 30 3 1 4660 gt MYSQL localhost 3306 ACD 172 30 0 1 4660 gt MYSQL localhost 3306 3 ACD 172 30 70 70 4660 gt MYSQL 192 168 70 18 3306 3
19. oring or logging applications as Well as analysis programs Only the non transactional MyISAM storage engine will be activated co cen Figure 9 Choosing the Database Usage ACD Statistics Monitoring Reporting D ACD SMR User s Guide Setup and Configuration 5 Choose the drive and installation path for table MEE Space Click Next MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select the drive For the InnoDB datafile if you do mot want to use the default settings InnoDB Tablespace Settings L as Please choose the drive and directory where the InnoDB tablespace should be placed lc 9 Installation Path 9 El rive Info volume Mame File System A E E_ Q _ _ rr S 2 9 GB Diskspace Used E 20 4 GB Free Diskspace 6 Choose Decision Support DSS OLAP when g prompted for the number of concurrent MySQL Server Instance Configuration connections to the server Click Next Configure the MySQL Server 5 0 server instance Please set the approximate number of concurrenct connections to the server C Decision Support D55 OLAF Select this option For database applications that will not require a lt 3 high number of concurrent connections 4 number of 20 connections Will be assumed Online Transaction Processing OLTP Choose this option for highly concurrent applications that may have at any one time up to 500 active connections such as he
20. ot logged in and cannot accept calls e Busy The Agent is currently on call e Away The Agent is logged in but not available to accept the calls for a short time To accept the calls the Agent s status needs to be changed to Online either from the phone or from Quadro GUI e DND The Agent is logged in but not available to accept the calls for a specified timeframe When that timeframe expires ACD automatically changes the status of that Agent to Online Except for the Busy status all other statuses can be changed from the phone or Quadro GUI The same Agent may be included in different groups and thus it may have different statuses in different groups For Agent Groups the table also shows the number of calls that are in the group s call queue the Calls in the Queue Column Note that this parameter is not applicable to Agents ACD Statistics Monitoring Reporting A ACD SMR User s Guide ACD SMR User Interface The ACD row at the top of the table indicates the total number of Agents in all groups that have the corresponding status Figure 29 shows a screenshot of the Current Status window with the G300 Agent Group expanded Fourteen Agents in that group are currently online and the A110 Agent is in the Busy state pa A oi a A AA mm or gt eS 3j roe man A al ma G wa IEEE A IS IES E mi ia SI Bi i Ia Figure 29 Current Status Bade ACD Statistics Monitoring Reporting TID ACD S
21. rver type Click Next MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select a server type This will influence memory disk and CPU usage C Developer Machine E This is a development machine and many other applications will be run on it MySQL Server should only use a minimal amount of mempr C Server Machine sl Several server applications will be running on this machine Choose this option For websapplication servers MySQL will have medium memory Usage Dedicated MySQL Server Machine This machine is dedicated to run the MySQL Database Server Mo other servers such as a web or mail server will be run MySQL will utilize up to all available memory co cm Figure 8 Choosing the Server Type 4 Choose Multifunctional Database when METE prompted for the database usage type Click Next MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select the database usage amp Multifunctional Database General purpose databases This will optimize the server for the use of the Fast transactional InnoDB storage engine and the high speed MyISAM storage engine Transactional Database Only Optimized For application servers and transactional web applications This will make InnoDB the main storage engine Mote that the MyISAM engine can still be used C Non Transactional Database Only Suited For simple web applications monit
22. se which program Features you want installed and where they i s C will be installed Recommended For advanced users lt Back Cancel Figure 3 Choosing the Setup Type ACD Statistics Monitoring Reporting A ACD SMR User s Guide 3 Once the installation is completed the page similar to the one shown in Figure 4 is displayed Click the Next button twice 4 On the next page of the wizard select the Configure the MySQL Server now checkbox to start the Configuration Wizard after the Setup Wizard Click the Finish button Note If you skip the configuration you can later launch the wizard by selecting MySQL gt MySQL Server 5 0 gt MySQL Server Instance Configuration Wizard from the Start menu Configuring MySQL Server Setup and Configuration MySOL Enterprise i I x A MySQL Enterprise subscription is the most comprehensive offering of MySQL database software services and support to ensure your business achieves the highest levels of reliability security and uptime a An Enterprise Subscription includes MySQL Enterprise 1 The MySQL Enterprise Server The most reliable secur e and up to date version of the worlds most popular open source database a 2 The MySQL Monitoring and Advi y Servici database assistant 3 MySQL Production you need it along with sen Wizard Completed Setup has Finished installing MySQL Server 5 0 Click Finish to exit the wizard
23. they can be called From the command line co cos Figure 14 Choosing the Windows Options MySQL Server Instance Configuration Wizard MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please set the security options 4 Modify Security Settings gq New rook password TER Loot Confirm EEF IZ Enable root access From remote machines Enter the root password Retype the password T Create An Anonymous Account i This option will create an anonymous account on this server Please note that this can lead to an insecure system co cos Figure 15 Specifying the Password ACD SMR User s Guide ACD Service Setup and Configuration The ACD service retrieves the status and statistics data from the Quadro and stores them into the MySQL database The successful configuration of the service should allow it to connect to the database and Quadro units Installing ACD Service To install the ACD Service run the acdservicesetup exe executable file and follow the instructions of the ACD Service Setup Wizard until the last page is reached On this page ensure that the Configure ACD Service checkbox is selected and click the Finish button Selecting the checkbox will launch the ACD Service Manager which is used for configuring the ACD service The Manager can later be launched by selecting Epygi Technologies gt ACD Service gt ACD Service Manager from the Start menu Click
24. ved by an Agent Group within the selected timeframe e Rejected Overflow the total number of calls received by the group after the maximum Call Queue size has been reached e Rejected Timeout the total number of calls received by the group and not answered within the ringing timeout Group Ring Timeout e Calls Abandoned the total number of calls received by the group and closed by the user before being answered e Avg Abandon Wait Time only the average duration of calls wait time in the queue filtered for abandoned calls For the ACD row the corresponding values are totals for all the groups Call statistics ane Deria iraki E e Rejected Calls Abandoned Walk ba Faili Answered dpa ssi dihmo ss RKecerred Ovverflew Tumeur Abandoned thhanm ss y MERE Ea EE is B 4 2 OCU SU tii ga aim i Leal Mel is une on Mobi DST Close Hors Dec 120410 13 13 16 111 20208 ep e epygi com SIF Ab Agentii 00 006 05 gi Abandoned Dec 12 10 10 13 37 54 GIN 2020p erra com SIP AR Agent l 00 00 07 00 00 04 Closed By Caller A gent Dec 121010 124732 GIN 20208 ip enre com SIP 00 00 15 Rejected Tameout Dec 12 1010 124726 6111 2020p epygi com SIP Al Agent l Abandoned Dec 121010 124704 Gili 2020p epy com SIP 00 00 15 Rejected Tiene cut Dec 13 0910 153006 GIN 202048ap spre com SIP AGI Agentt l 00 00 01 00 00 01 Closed By Caller A gent Der 1209
25. w value for the ME Rate parameter This parameter Figure 26 Setting the Poll Rate specifies the rate ms at which the active table data is updated from information in the database e Timeframe opens a drop down list enabling the user to choose the timeframe for generating Statistical data The possible values for the timeframe are Daily Weekly Monthly and Custom The Custom option opens the x Customize Periods dialog box where Period Start Period End the user can specify the desired start start Time Gcstapm T End Time assie and end date time values for the timeframe Start Date 5 11 2003 y EndDate 5722003 Figure 27 Customize Periods Dialog Box Help e SMR Help invokes the SMR Help System e About SMR displays the current version of SMR and copyright details ACD Statistics Monitoring Reporting TE ACD SMR User s Guide ACD SMR User Interface Toolbar Buttons You can use the following toolbar buttons to easily access these menu items L File gt Connect F File gt Disconnect FJ File gt Change ACD Server IT Options gt Poll Rate Navigation Window The Navigation Window displays the list of Agents and Agent Groups that are available on the selected Quadro It also allows switching between two table views The data in tables can be viewed either by ACD Agents or by PREMIADA ACD groups Figure 28 When viewed by Agents the navigation tree on the left shows the Agents as mai
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