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NEC NDA-30122 User's Manual

1. Figure 6 8 View Reports Screen Non Automated Finding Text Option Specific text can be found within a viewed report From the View Report screen Figure 6 8 follow the steps to find text Step 3a To find specific text in a displayed report use the Tab key to select the Find option at the bottom of the screen and press Enter The Find Text window will be displayed Step 3b At the Search String prompt enter the desired search text and press the Enter key Press the Enter again to select Ok The cursor moves to the specified text in the View report scrolling window If no matching text is found a message will be displayed at the bottom of the screen NDA 30122 Revision 1 Page 71 REPORT VIEWING Attendant Console Statistics Operations Manual Viewing Reports Cont Viewing a Non Automated Report Cont Printing Text Option Specific text can be printed from a viewed report From the View Report screen Figure 6 8 follow the steps to print text Step 3c To print specific text in a displayed report use the Tab key to select the Print option at the bottom of the screen and press Enter The Print Report window will be displayed Step 3d At the prompt select the data to print Screen Only or Entire File and press the Enter key Use the Tab key to select Ok and press Enter The selected data will be output to the designated printer device Exit Non Automated Report Screen Step 4 If finished with the Non
2. Report Formats Menu Step 1 From the Console Stats Main Menu Figure 3 1 use the Up and DOWN arrow keys to highlight to select the Report Formats option and press Enter Fe Statistics Apr 30 1999 02 25 46 xxx Main Menu x Report Formats Report Generation Automated Report Generation Report Viewing Route Groups Station Groups Quit Use the UP and DOWN Arrow keys to make a selection then press lt ENTER gt y Figure 3 1 Main Menu Report Formats Selection Step 2 The Report Formats menu screen will be displayed Figure 3 2 The Report Formats screen options are described in detail in the following sections of this chapter i Attendant Statistics Apr 30 1999 02 11 53 no xxx Report Formats xxx Attendant Reports Queue Reports Route Reports Station Reports Exit Use the UP and DOWN Arrow keys to make a selection then press lt ENTER gt a y Figure 3 2 Report Formats Screen Page 28 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT FORMATS Attendant Queue Route amp Station Report Formats Adding a Report Format The overall procedures for creating finding modifying deleting and printing report formats are identical for each type of report In the following procedures make the appropriate menu selection where indicated for the type of report format desired This procedure will create a new report format Follow the steps
3. e Next is to name a range of time within the setup collection period during which the statistics named in the format are to be calculated Statistics are generated only for attendants who are logged on during the specified range of time That is if a report is generated for a 36 hour period and an attendant is logged in during two eight hour shifts within that period statistics for that attendant reflect only the two eight hour shifts Statistics for queue reports are generated and printed only for those call queues that received calls during the range of time named during report generation Call queues that were idle during the period covered by the report do not appear on the report Note A report must be displayed printed or saved If none of these actions is shown for the report it is not generated and an error message is displayed A Note on Selecting Commands Inthe following procedures a step may call for pressing the Tab key to select a command It may be necessary to press the Tab key multiple times in order to select the specific command When reading a step understand to press the Tab key as needed to select the specified command Commands can also be selected by pressing their associated Hot Key displayed in BOLD NDA 30122 Revision 1 Page 41 REPORT GENERATION Attendant Console Statistics Operations Manual Report Generation Menu Step 1 From the Console Stats Main Menu Figure 4 1 highlight
4. Month of Year 1 12 Day of Week 0 6 XA KOO This completes all the application configuration Proceed to the next page to start up the Console Stats application NDA 30122 Revision 1 Page 19 INSTALLATION amp CONFIGURATION Application Start Up Attendant Console Statistics Operations Manual Logging in to The Console Stats application executes on a UAP User Application Processor Console Stats From the UAP terminal follow the steps below to login and start Console Stats Step 1 At the Login prompt type stats lower case and press Enter Ifthe system is configured for a password a password prompt will be dis played Type your password at the prompt and press Enter Step 2 The Console Stats application will start and display the Main Menu screen See Figure 2 1 General Key Use Throughout Console Stats the keys shown in the table will produce the associated action Key Action Enter or Return Accepta chosen selection or field entry Escape Exit the current screen or window Tab Move to the next field on the screen or window Back Tab Move to the previous field on the screen or window Down Arrow Move down one line in a scrolling window or selection list Move to the next field on the screen or window Up Arrow Move up one line in a scrolling window or selection list Move to the next field on the screen or window Left Arrow Move left one character i
5. Station Groups Adding a Station Group This procedure will create a new station group Follow the steps to add a station group Step 1 Step 2 Step 3 Step 4 Step 5 Note Step 6 From the Console Stats Main Menu Figure 8 1 select the Station Groups option and press Enter The Station Groups screen Figure 8 2 will be displayed From the Station Groups screen Figure 8 2 use the Tab key to select the Add option and press Enter The Add a Station Group window will be displayed Figure 8 3 xxx Add A Station Group xxx Name First Station Last Station Ok Figure 8 3 Add a Station Group Window At the Name field enter a name for the new station group and press Enter At the First Station field enter a three digit number for the first station that will be assigned to this station group and press Enter At the Last Station field enter a three digit number for the last station that will be assigned to this station group and press Enter The field data can be cleared at anytime by selecting the Clear option at the bot tom of the window Using the Tab key select the Clear option and press Enter All fields will be cleared on the Add a station Group window When all fields have been completed use the Tab key to select Ok at the bottom of the window and press Enter to save this new station group information If additional station groups will be added at this time use the Tab key to sele
6. Time 08 00 PM Weekdays Sun Mon Tue Wed Thu Fri Sat No Yes No Yes No Yes No Report Title Queue Daily Inbound Calls Report Type Queue Interval Daily Identifier ADIC Ok Clear Exit Figure 5 5 Modify An Automated Report Window Step 4 If needed modify the Event Type field selecting between Hourly Daily Weekly or Month Date using the UP and DOWN arrow keys and press Enter Step 5 If needed modify the Time field by entering a new time value and press Enter Page 54 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual AUTOMATED REPORT GENERATION Generating Automated Reports Cont Modify an Automated Report Cont Step 6 Step 7 Step 8 Note Step 9 If the Event Type Month Date is selected in Step 4 the Date field will be displayed Modify this field as needed using the UP and DOWN arrow keys and pressing Enter If the Event Type Weekly is selected in Step 4 the Weekdays field will be displayed Modify this field as needed using the UP and DOWN arrow keys for each day and pressing Enter When modifications to the automated report are complete use the Tab Key to select the Ok option at the bottom of the screen and press Enter to save the changes If more than one automated report was marked for modifying Step 2 a new Modify an Automated Report window will now be displayed for the next automated report selected to modify Repeat Steps 4 8 for all reports to modif
7. Inbound Calls Abandoned Total number of inbound calls that were abandoned before they were answered Inbound Percentage Answered The percentage of inbound calls that were answered Inbound Percentage Abandoned The percentage of inbound calls that were abandoned before they were answered Inbound Average Wait Time The average time a caller had to wait before the call was answered the caller abandoned or it was recalled to another queue Inbound Minimum Wait Time The shortest time a caller had to wait before the call was answered the caller abandoned or it was recalled to another queue Inbound Maximum Wait Time The longest time a caller had to wait before the call was answered the caller abandoned or it was recalled to another queue Outbound Calls Placed Total number of outbound calls that were placed by the attendant Outbound Average Duration The average time that the attendant spent connected to an outbound caller Outbound Minimum Duration The shortest time that the attendant spent connected to an outbound caller Outbound Maximum Duration The longest time that the attendant spent connected to an outbound caller Route and Station Group Reports Statistics Route and Station Group reports statistics are specific to outbound trunk and station operations Outbound Calls Placed Total number of outbound calls that were placed by all attendants to routes i
8. Queue Current Inbound Calls Report daa Queue Current Inbound Calls xx Starting 05 12 1999 06 00 PH Ending 05 12 1999 07 00 PH Date 05 12 1999 Call Type Internal Inbound Inbound Inbound Inbound Inbound Calls Calls Calls Percent Percent Received Answered Abandoned Answered Abandoned All Day Queue Daily Inbound Calls Report xxx Queue Daily Inbound Calls xxx Starting 05 13 1999 09 00 AM Ending 05 13 1999 10 00 AH Date 05 13 1999 Inbound Inbound Inbound Inbound Inbound Calls Calls Calls Percent Percent Call Type Received Answered Abandoned Answered Abandoned Internal 100 00 4 TIE 100 00 100 00 ALL Call Types 100 00 Queue Daily Inbound Wait Report xx Queue Daily Inbound Wait Starting 05 17 1999 06 00 PH Ending 05 12 1999 07 00 PH Date 05 12 1999 Inbound Inbound Inbound Inbound Calls Average Hinimum Max imum Call Type Received Internal 00 00 04 00 00 02 00 00 10 TIE 00 00 00 00 00 00 00 00 00 00 00 16 00 00 10 00 00 31 All Call Types 00 00 06 00 00 10 00 00 31 NDA 30122 Revision 1 Page A 3 EXAMPLE REPORTS Attendant Console Statistics Operations Manual Example Reports Cont Queue Daily Outbound Report Queue Daily Outbound Starting 05 12 1999 06 00 PH Ending 05 12 1999 07 00 PH Date 05 12 1999 Outbound Outbound Outbound Outbound Calls Average Hinimum Hax imum Call Type Placed Duration Duration Duration Internal 00 00 08 00 00 08 00 00 08 TIE 00 00 11
9. REPORT FORMATS Attendant Console Statistics Operations Manual Attendant Queue Route amp Station Report Formats Cont Modifying a Report Step 9 If finished with the specific reports function use the Tab key to select Format Cont the Exit option at the bottom of the screen and press Enter to return to the Report Formats screen Figure 3 2 Page 36 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT FORMATS Attendant Queue Route amp Station Report Formats Cont Deleting a Report This procedure will delete an existing report format Follow the steps to delete a Format format Step 1 From the Console Stats Main Menu Figure 3 1 select the Report Step 2 Formats option and press Enter The Report Formats menu screen Figure 3 2 will be displayed From the Report Formats menu Figure 3 2 select the desired type of report Attendant Queue Route Station option and press Enter The associated screen will be displayed Figure 3 9 TA Statistics May 25 1999 01 44 44 aa Station Current Outbound Interval Hour ly Station Daily Outbound Identifier SGHO Station Hour ly Outbound xxx Station Reports xxx xxx Report Titles xxx xxx Report Details xxx Stat 1 Outbound Calls Placed Stat 2 Outbound Average Duration Stat 3 Outbound Minimum Duration Stat 4 Outbound Maximum Duration Stat 5 None Stat 6 None Add Find Hodify Delete Print Exit y
10. Step 2 Atthe Station Groups screen use the UP and DOWN arrow keys to highlight to select the station group to delete and press Enter More than one station group can be selected Highlight each desired sta tion group to delete and press Enter Continue this to select any addition al station groups to delete Step 3 With the station groups s selected use the Tab key to select the Delete option at the bottom of the screen and press Enter The Delete a Station Group window Figure 8 6 will be displayed showing the selected station group to delete xxx Delete A Station Group xxx Name Voice Hail First Station 3520 Last Station 3529 Ok Ok To All Next Exit Figure 8 6 Delete a Station Group Window Continue to Step 4 on the next page NDA 30122 Revision 1 Page 93 STATION GROUPS Attendant Console Statistics Operations Manual Station Groups Cont Deleting a Station Step 4 To delete the displayed station group use the Tab key to select the Ok Group Cont option at the bottom of the screen and press Enter The displayed station group will be deleted Note To not delete keep the displayed station group use the Tab key to select the Next option at the bottom of the screen and press Enter The next station group marked for deletion will be displayed If more than one station group was marked to delete Step 2 a new De lete a station Group window will now be displayed for the next station group selected
11. as described in Chapter 3 e Next is view the selected report or optionally print selected text within a report A Note on Selecting Commands Inthe following procedures a step may call for pressing the Tab key to select a command It may be necessary to press the Tab key multiple times in order to select the specific command When reading a step understand to press the Tab key as needed to select the specified command Commands can also be selected by pressing their associated Hot Key displayed in BOLD Page 62 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual Report Viewing Menu REPORT VIEWING Step 1 From the Console Stats Main Menu Figure 6 1 highlight to select the Report Viewing option and press Enter Attendant Statistics Ng xxx Main Menu xxx Report Formats Report Generation Automated Report Generation Report Viewing Route Groups Station Groups Quit Use the UP and DOWN Arrow keys to make a selection then press lt ENTER gt May 04 1999 04 55 39 PH y Figure 6 1 Main Menu Report Viewing Selection Step 2 The Report Viewing menu screen will be displayed Figure 6 2 The Report Viewing menu options are described in detail in the following sections of this chapter Attendant Statistics i xxx Report Viewing x Attendant Login Reports Automated Reports Non Automated Reports Exit Use the UP and DOWN Arrow keys to m
12. the Report Formats menu screen Figure 3 2 Page 40 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT GENERATION Chapter 4 REPORT GENERATION The Report Generation option on the Console Stats Main Menu is used to generate a formatted report using call processing data that has been collected over a configurable amount of time All display screens windows menus and procedures are described in the following sections of this chapter Using Report Generation Access to Generated Reports Procedure Overview Use the Report Generation option to generate reports for attendant activity Attendant Reports or for specific types of calls that are queued for and by attendants Queue Reports Reports can also be generated for Route and Station groups activity These reports can be viewed or printed Console Stats maintains generated reports for a configurable time period of up to two years during which they can be viewed and printed via the Report Viewing option on the Main Menu See Chapter 6 The filename for the report comprises the report identifier that is named in the report format and the month day and hour at which the report is generated When a report has been in storage for longer than the specified time period Console Stats deletes it The overall sequence for generating a report is the following e First select the report format from the existing report formats as described in Chapter 3
13. 6 1 NDA 30122 Revision 1 Page 69 REPORT VIEWING Viewing Reports Cont Attendant Console Statistics Operations Manual Viewing a Non This procedure will display on screen a Non Automated type of report The report Automated Report fields and data displayed will be based on the previously designed report formats Follow the steps to view a Non Automated Report Step 1 From the Console Stats Main Menu Figure 6 1 select the Report Viewing option and press Enter The Report Viewing menu screen Figure 6 2 will be displayed Step 2 From the Report Viewing menu Figure 6 2 select the Non Automated Reports option and press Enter The Non Automated Reports screen will be displayed Figure 6 7 The screen lists all available non automated reports Attendant Statistics File Name ACCLO51218 ACTM051218 ADCLOS 1300 ADTMOS 1300 QCIC051218 OCIH051218 0C0B051218 QD1C051300 QDIWO51300 QDOBO5 1300 RGC0051218 RGDOOS 1300 S6C0051218 SGD005 1300 Report Title Attendant Current Calls Attendant Current Times Attendant Daily Calls Attendant Daily Times Queue Current Inbound Calls Queue Current Inbound Wait Queue Current Outbound Queue Daily Inbound Calls Queve Daily Inbound Wait Queve Daily Outbound Route Current Outbound Route Daily Outbound Station Current Outbound Station Daily Outbound xxx Non Automated Reports xxx May 24 1999 02 04 51 PM Last Modif ied 05 12 1999 06 16 PM 05 12 1999 06
14. AAA AR A 25 CIIU MORO bo sarra TT REFET SENIER I 26 Route and Station Group Reports Statistics 26 miewas ol NGS rio dia he kb 0048S idiot IN 27 NDA 30122 Revision 1 Page i CONTENTS Attendant Console Statistics Operations Manual Page Soni eG Pepe A GT sete these ceed eetesdeuapsteeeneeeseeraes 27 Procedure Cee eic on etai retombe Diam eo co ANa AE 27 Repor PORTO MNOM LL GAD KAKATAWAG Ea aa aE ea E 28 Attendant Queue Route amp Station Report Formats 29 Paste paba Repon ra AA AA i AA AY 29 alog ek db ee dio AP PA PAPA APA AA 32 MOOG Repon FOND 22 adresses ag das buses di a ar tae oe 34 Deleting a A einen eal sec ett suche est ci PERA AGANG 37 Pining A Repon FOUN ocioso ida ers ii S wee sees 39 Chapter 4 REPORT GENERATION 41 Using Report Generalin rar RARA AAA AAA ARA AO 41 Access to Generated Reports sscssssusiaesesaesiesdiitinesn s Es Tests ALAGANG LA 41 Procedure ET AA DIR ERRER el etai desde lente 41 Report Generation MEW fesse svdcrSeessee Ged sneceee aes de ARANA RA 42 ENE o 4 RAANG KNA KWF GAGA ERIR E ne KARR R KA AKA 43 Genefaing a Rep ri ca osado 43 Pinging a Report to Generale ss nG KAKA KG tEn E KAG KARERA KEN Len IRERE HER 45 Chapter 5 AUTOMATED REPORT GENERATION 47 Using Automated Report Generation 47 Proced re Over
15. At the Records to Print field use the UP and Down arrow keys to select Current Record Marked Records or All Records and press Enter Step 5 The Destination field specifies where the report will be printed Use the UP and Down arrow keys to select Printer or UNIX File and press Enter Step 6 If the Destination field is set to UNIX File the File Name field will be displayed Enter the file name of the UNIX file that will be created by the print of the selected report schedule and press Enter Page 58 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual AUTOMATED REPORT GENERATION Generating Automated Reports Cont Print an Step 7 To output the automated report schedule output to printer or to UNIX Automated Report file use the Tab key to select Ok at the bottom of the screen and press Co nt Enter The selected report will now be sent to the printer device or to the UNIX file as designated in Step 5 Note This print schedule window can be cleared at anytime by selecting the Clear op tion at the bottom of the screen Using the Tab key select the Clear option and press Enter All fields will be cleared on the Print Schedule window Step 8 If finished with the Automated Report Generation function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Control Stats Main Menu Figure 5 1 NDA 30122 Revision 1 Page 59 AUTOMATED REPORT GENERATION Atte
16. Note Figure 3 9 Example Station Reports Screen The specific reports screen shows all existing reports in the left window The right window shows the current detail settings for the report highlighted in the left win dow Step 3 At the specific reports screen use the UP and DOWN arrow keys to highlight to select the report format to delete from the left Report Titles window and press Enter More than one report format can be selected Highlight each desired re port format to delete and press Enter Continue this to select any addi tional report formats to delete NDA 30122 Revision 1 Page 37 REPORT FORMATS Attendant Console Statistics Operations Manual Attendant Queue Route amp Station Report Formats Cont Deleting a Report Step 4 With the report format s selected use the Tab key to select the Delete Format Cont option at the bottom of the screen and press Enter The Delete a Report Format window Figure 3 10 will be displayed showing the selected report to delete xxx Delete Report Format xxx Title Attendant Daily Calls Interval Daily Identifier ADCL Statistic 1 Inbound Calls Answered Statistic 2 Outbound Calls Placed Statistic 3 Inbound Average Duration Statistic 4 Outbound Average Duration Statistic 5 Inbound Maximum Duration Statistic 6 Outbound Maximum Duration Ok Ok To All Next Exit Figure 3 10 Delete a Report Format Window Step 5 To delete the display
17. Statistics May 03 1999 02 48 55 PM xxx All Automated Reports xxx Month Date SHTWTFS Time Report Type Report Title Daily 07 00 PH Attendant Attendant Daily Calls Daily 07 00 PM Attendant Attendant Daily Times Week ly xxx 08 00 PH Queue Queue Daily Inbound Calls Week ly xxx 08 00 PH Queue Queue Daily Inbound Wait Weekly xxx 08 00 PH Queue Queue Daily Outbound Set Filter Modify Cancel Print Exit a DI Figure 5 2 Automated Report Generation Screen NDA 30122 Revision 1 Page 49 AUTOMATED REPORT GENERATION Attendant Console Statistics Operations Manual Generating Automated Reports Set a Report This procedure will set the schedule for an automated generated report from an Schedule existing defined report format If a report format has not been previously defined see Chapter 3 for procedures to design new report formats Follow the steps to schedule a report Step 1 From the Console Stats Main Menu Figure 5 1 select the Automated Report Generation option and press Enter The Automated Report Generation screen Figure 5 2 will be displayed Step 2 The Automated Report Generation screen shows a listing of all currently scheduled reports by scheduled date time report type and report title Use the Tab key to select the Set option at the bottom of the screen and press Enter The Set a Report Schedule window will be displayed Figure 5 3 Cy XXX Automate Report xxx Event Type Hour ly Time 00 Re
18. With the station groups s selected use the Tab key to select the Print option at the bottom of the screen and press Enter The Print a Station Group window Figure 8 7 will be displayed showing the selected station group to print xxx Print Station Groups xxx Records To Print Current Record Destination Printer Ok Clear Exit Figure 8 7 Print Station Groups Window Step 4 At the Records to Print field use the UP and Down arrow keys to select Current Record Marked Records or All Records and press Enter Step 5 The Destination field specifies how the report will be printed Use the UP and Down arrow keys to select Printer or UNIX File and press Enter Step 6 If the Destination field is set to UNIX File the File Name field will be displayed Enter the file name of the UNIX file that will be created by the print of the selected report format and press Enter NDA 30122 Revision 1 Page 95 STATION GROUPS Attendant Console Statistics Operations Manual Station Groups Cont Printing a Station Step 7 To output the station group output to printer or to UNIX file use the Tab Group Cont key to select Ok at the bottom of the screen and press Enter The selected station group will now be sent to the printer device or to the UNIX file if designated in Step 5 Note This station group can be cleared at anytime by selecting the Clear option at the bottom of the screen Using the Tab key select the Clear option and
19. and Format Cont press Enter The Add a Report Format window will be displayed Figure 3 4 xxx Add Report Format xxx Title fj Interval Hourly Identifier Statistic 1 None Statistic 2 None Statistic 3 None Statistic 4 None Statistic 5 6 None Statistic 6 None Ok Clear Exit Figure 3 4 Add A Report Format Window Step 4 Enter a unique name using up to 35 characters that will identify the report format in the Report Title field and press Enter Step 5 The Time Interval field defines the time period duration which data will be collected for the report A pop up window will display listing the values Hourly Daily and Current Using the UP and DOWN arrow keys highlight to select the desired interval and press Enter Step 6 Enter a unique four character ID in the Report Identifier field and press Enter Console Stats combines this ID with the ending month day and hour for any report generated from this format to build the filename under which it is saved Step 7 When the Statistic 1 field is selected a pop up window lists the four types of statistics None Inbound Outbound Idle Using the UP and DOWN arrow keys highlight to select the desired type and press Enter Step 8 A second pop up window now lists the statistic values associated with the selected type from Step 7 Only the statistic values for the selected type None Inbound Outbound Idle will be listed in the window Use the UP an
20. dle Percentage The percentage of total time that the attendant spent logged in and not connected to an inbound or outbound call a e Average Duration The average time that the attendant spent logged in but not connected to an inbound or outbound call 2 e Minimum Duration The shortest time that the attendant spent logged in but not connected to an inbound or outbound call a e Maximum Duration The longest time that the attendant spent logged in but not connected to an inbound or outbound call NDA 30122 Revision 1 Page 25 REPORT FORMATS Attendant Console Statistics Operations Manual Using Report Formats Cont Queue Report Statistics Queue Reports can contain statistics specific to the attendant call queue Statistics are available for the following types of calls Internal external attendant transfers station transfers held camp calls and those that time out paged calls parked calls and those that time out held calls and those that time out no answer calls that time out off hook alarms Common Control Switching Arrangement CCSA foreign exchange tie trunks Wide Area Telephone Service WATS priority forwarded and vacant These statistics are described in the following table Statistic Description Inbound Calls Received Total number of inbound calls that were received Inbound Calls Answered Total number of inbound calls that were answered
21. generation e Current Current reports calculate statistics every hour for every attendant or queue for today from the given starting time until the present time See Appendix A of this manual for selected example reports and formats The overall sequence for designing a report is the following e Create a report format by choosing statistical data that the report is to contain and placing that data into the sequence in which it is to appear e Specify a time period over which the data is to be generated daily hourly or for today only e When a report format is complete the report can be generated for a set period of time using either the Report Generation or the Automated Report Generation options on the Main Menu see Chapters 4 and 5 Existing report formats can be modified deleted viewed and printed The specific step by step procedures for all these functions are described in the following sections of this chapter A Note on Selecting Commands Inthe following procedures a step may call for pressing the Tab key to select a command It may be necessary to press the Tab key multiple times in order to select the specificcommand When reading a step understand to press the Tab key as needed to select the specified command Commands can also be selected by pressing their associated Hot Key displayed in BOLD NDA 30122 Revision 1 Page 27 REPORT FORMATS Attendant Console Statistics Operations Manual
22. press Enter All fields will be cleared on the station Group window Step 8 If finished with the Station Groups function use the Tab key to select the Exit option at the bottom of the screen and press Enter The Console Stats Main Menu Figure 8 1 will now be displayed Page 96 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Chapter 9 ADMINISTRATION MENU The Console Stats Administration Menu is used to manage the database and access the log files in which entries are made from menus and report generation activities Using the Administrative Menu Logging In The Console Stats Administration Menu is accessed from the system login prompt At the prompt enter statsadm and press Enter The Administrative Main Menu Figure 9 1 will be displayed O k Console Statistics Administration Menu Main Menu Database Administration Log File Display UNIX Logout Enter Option Ni y Figure 9 1 Administration Main Menu Screen Main Menu The Console Stats Administration Main Menu provides these options Options e Database Administration This option makes it possible to perform maintenance tasks with this database e Log File Display Use this option to access these files for display and printing of log entries UNIX Positions the cursor at the UNIX prompt Once this option is selected refer to a UNIX reference guide e Logout Logout and exit the Ad
23. specific Hot Key character displayed in Bold For example Report Formats Report Viewing Typing F will select Report Formats function and V will selectthe Report Viewing function Look for the Hot Keys on each menu screen NDA 30122 Revision 1 Page 23 INSTALLATION amp CONFIGURATION Attendant Console Statistics Operations Manual Quit Console Stats Follow the steps to quit the Console Stats application Step 1 Go to the Console Stats Main Menu Figure 2 1 Step 2 Use the UP and DOWN arrow keys to select Quit from the menu and press Enter Page 24 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT FORMATS Chapter 3 REPORT FORMATS The Report Formats option from the Console Stats Main Menu provides options to define new report formats and find modify delete and print existing reports All display screens windows menus and procedures are described in the following sections of this chapter Using Report Formats Report Statistics Use the Report Formats option to design reports for attendant activity Attendant Reports or for specific types of calls that are queued for and by attendants Queue Reports Report formats can also be designed for Route Groups and Station Groups Each type of report Attendant Queue Route Group Station Group contains a standard set of statistical data that can be generated Attendant Report Statistics Attendant reports can contain statistics sp
24. string Example CCI will find the first group with a name that contains CCT as the first three characters of the group name Tf no other search values will be entered i e Route Number and or First Trunk number use the Tab key to select the Ok option and press Enter Now continue to Step 6 NDA 30122 Revision 1 Page 77 ROUTE GROUPS Route Groups Cont Finding a Route Group Cont Step 4 Step 5 Step 6 Step 7 Step 8 Attendant Console Statistics Operations Manual If finding a route group by route number at the Route field enter the number of the route group to be found and press Enter If no other search values will be entered 1 e First Trunk number use the Tab key to select the Ok option and press Enter Now continue to Step 6 If finding a route group by first trunk number at the First Trunk field enter the number of the first trunk number in the group to be found and press Enter Use the Tab key to select the Ok option and press Enter Now continue to Step 6 When all search values have been entered for any one or any combination of the three parameters and the Ok option has been selected a search will now begin for the specified group If a match is found the Find a Route Group window is popped down The Route Groups screen now shows the found route group highlighted on the screen If more than one match is found each time the Find option is selected the next mat
25. to add a format Step 1 From the Console Stats Main Menu Figure 3 1 select the Report Formats option and press Enter The Report Formats menu screen Figure 3 2 will be displayed Step 2 From the Report Formats menu Figure 3 2 select the desired type of report Attendant Queue Route Station option and press Enter The associated screen will be displayed Figure 3 3 waaa Statistics Apr 30 1999 02 17 23 N xxx Report Titles xxx xxx Report Details x xx Attendant Current Calls Interval Current Attendant Current Times Identifier ACCL Attendant Daily Calls Attendant Daily Times Stat xxx Attendant Reports xxx Inbound Calls Answered 1 Attendant Hour ly Calls Stat 2 Outbound Calls Placed Attendant Hourly Times Stat 3 Inbound Average Duration Stat 4 Outbound Average Duration Stat 5 Inbound Maximum Duration Stat 6 Outbound Maximum Duration Top Add Find Modify Delete Print Exit S J Figure 3 3 Example Attendant Reports Screen Note The specific reports screen shows all existing reports in the left window The right window shows the current detail settings for the report highlighted in the left win dow NDA 30122 Revision 1 Page 29 REPORT FORMATS Attendant Console Statistics Operations Manual Attendant Queue Route amp Station Report Formats Cont Adding a Report Step 3 Use the Tab key to select the Add option at the bottom of the screen
26. to delete Repeat as necessary for all selected station groups to delete Asan option if multiple station groups have been selected for deletion use the Tab key to select the Ok To All option at the bottom of the window and press Enter A window will pop up to confirm or cancel the delete If confirmed all station groups selected Step 2 will be delet ed If canceled no station groups will be deleted CAUTION Be sure the selected station groups are really to be deleted Double check the selections their is no recovery from this station groups delete Step 5 When the last Station Group has been deleted the Delete a Station Group window pops down and the display returns to the Station Groups screen Figure 8 2 Page 94 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual STATION GROUPS Station Groups Cont Printing a Station This procedure will print an existing station group Follow the steps to print a Group station group Step 1 From the Console Stats Main Menu Figure 8 1 select the Station Groups option and press Enter The Station Groups screen Figure 8 2 will be displayed Step 2 Atthe Station Groups screen use the UP and DOWN arrow keys to highlight to select the station group to print and press Enter More than one station group can be selected Highlight each desired sta tion group to print and press Enter Continue this to select any additional station groups to print Step 3
27. to select the Report Generation option and press Enter O k Attendant Statistics May 02 1999 02 18 30 PM xxx Main Menu xxx Report Formats Report Generation Automated Report Generation Report Viewing Route Groups Station Groups Quit Use the UP and DOWN Arrow keys to make a selection then press lt ENTER gt Na y Figure 4 1 Main Menu Report Generation Selection Step 2 The Report Generation menu screen will be displayed Figure 4 2 The Report Generation screen options are described in detail in the following sections of this chapter O Attendant Statistics May 02 1999 12 43 10 PH xxx Generate A Report xxx xxx Report Titles xxx Am xxx Report Details xxx Attendant Current Calls Report Type Attendant Attendant Current Times Interval Current Attendant Daily Calls Identifier ACCL Attendant Daily Times Attendant Hour ly Calls Stat 1 Inbound Calls Answered Attendant Hour ly Times Stat 2 Outbound Calls Placed Queue Current Inbound Calls Stat 3 Inbound Average Duration Queue Current Inbound Wait Stat 4 Outbound Average Duration Queue Current Outbound Stat 5 Inbound Maximum Duration Queue Daily Inbound Calls Stat 6 Outbound Maximum Duration Queve Daily Inbound Wait Queve Daily Outbound Queue Hourly Inbound Calls Queue Hourly Inbound Wait Top Generate Report Find Exit Figure 4 2 Report Generation Screen Page 42 NDA 30122 Revision 1 Attend
28. 00 00 09 00 00 14 00 00 00 00 00 00 00 00 00 All Call Types 00 00 10 00 00 00 00 00 14 Route Current Outbound Report Route Current Outbound Starting 05 12 1999 06 00 PH Ending 05 12 1999 07 00 PH Date 05 12 1999 Group TIE Trunks 2 Route 10 Trunks 6 10 Outbound Outbound Outbound Outbound Average Hax imum Hinimum Duration Duration Duration 00 00 09 00 00 09 00 00 09 Route Daily Outbound Report Route Daily Outbound ex Starting 05 12 1999 06 00 PH Ending 05 12 1999 07 00 PH Date 05 12 1999 Outbound Outbound Outbound Maximum Minimum Average Route Group Duration Duration Duration TIE Trunks 2 00 00 09 00 00 09 00 00 09 TIE Trunks 3 00 00 14 00 00 14 00 00 14 All Groups 00 00 14 00 00 09 00 00 11 Dutbound Page A 4 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual Example Reports Cont Station Daily Outbound Report xxx Station Daily Outbound Starting 05 12 1999 06 00 PH Ending 05 12 1999 07 00 PM Date 05 12 1999 Dutbound Hax imum Station Group Duration Administration 00 00 14 00 00 08 ALI Groups 00 00 14 Outbound Minimum Duration 00 06 09 00 06 08 00 06 08 Dutbound Average Duration 00 00 11 00 00 08 00 00 10 EXAMPLE REPORTS Outbound Calls Placed NDA 30122 Revision 1 Page A 5 EXAMPLE REPORTS Attendant Console Statistics Operations Manual Page A 6 NDA 30122 Revision 1
29. 06 47 440 configuration database dump autoRepor tD ir nonu toRepor tD ir log inRepor tD ir repor tGenera tor inform ixDbName attendantF lag 02 08 99 19 07 03 ageFooters tart foai app stats bin rptgen statsdb Y 50 ru y 720 tempRepor tWrite called 0 8 58 Top Bottom Command Print AutoScroll Quit Fri May 21 16 41 1999 Pe foai app stats arpts foai app stats narpts foai app stats Irpts foai l0g stats Na y Figure 9 11 Menu Log File Data Screen The Menu Log File Data screen shows the data log entries for the specified menu log file Screen Options Various options are available at this screen Search Top Bottom Command Print Use the Search option to find specific text in the file Press the S key and press Enter At the prompt enter the text value to search and press Enter The found text will be shown on the screen in highlight All occurrences of the found text will be shown Use the Top option to move to the beginning of the file and the Bottom option to move to the end of the file Press the T or B keys and press Enter The UP and DOWN arrow keys can also be used to scroll the file line by line Use the Command option to enter commands directly in the UNIX environment Press the C key and press Enter to access UNIX Enter the appropriate UNIX command at the prompt and press Enter Type P and press Enter to select the Print com
30. 16 PM 05 21 1999 02 58 PM 05 12 1999 06 16 PM 05 12 1999 06 16 PM 05 12 1999 06 17 PM 05 12 1999 06 17 PM 05 12 1999 06 17 PM 05 12 1999 06 17 PM 05 12 1999 06 17 PM 05 12 1999 06 17 PM 05 12 1999 06 18 PM 05 12 1999 06 18 PM 05 12 1999 06 18 PM View Report Exit Top Figure 6 7 Non Automated Reports Screen Page 70 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual Viewing Reports Cont Viewing a Non Automated Report REPORT VIEWING Step 3 To view a report Using the UP and DOWN arrow keys to highlight to select the Report Identifier for the desired report and press Enter Use the Cont Tab key to select View Report and press Enter The selected report is displayed on the View Report screen Figure 6 8 The display can be scrolled to view the entire report To scroll the display up use the UP arrow Page Up or Home keys To scroll the display down use the DOWN arrow Page Down or End keys Attendant Statistics Date 05 12 1999 xxx View Report xxx May 24 1999 01 53 07 m xxx Queue Daily Inbound Calls Starting 05 12 1999 06 00 PM Ending 05 12 1999 07 00 PH Inbound Inbound Inbound Inbound Inbound Calls Calls Calls Percent Percent Call Type Received Answered Abandoned Answered Abandoned Internal go gs Em D 100 00 0 00 TIE 3 3 B 100 007 B 007 Park 4 4 0 100 007 0 0074 zz A Top Page Down Page Up Find Home End Print Exit
31. 22 Revision 1 Page A 1 EXAMPLE REPORTS Attendant Console Statistics Operations Manual Example Reports Cont Attendant Current Calls Report xxx Attendant Current Calls xxx Starting 05 12 1999 06 00 PH Ending 05 12 1999 07 00 PH Date 05 12 1999 Attendant JONES Inbound Outbound Inbound Outbound Inbound Outbound Calls Calls Average Average Hax imum Hax imum answered Placed Duration Duration Duration Duration All Day 00 00 08 00 00 14 00 00 12 00 00 14 Attendant Daily Calls Report xxx Attendant Daily Calls xxx Starting 05 13 1999 09 00 AH Ending 05 13 1999 10 00 AH Date 05 13 1999 Attendant PARKER ALI Attendants Date 05 13 1999 Attendant PARKER All Attendants 00 02 21 Outbound Calls Placed Inbound Average Duration 00 00 07 00 00 21 00 00 14 Attendant Daily Times Report Dutbound Average Duration 00 00 17 00 00 18 00 00 17 Inbound Max imum Duration 60 00 08 60 00 45 00 00 45 xxx Attendant Daily Times xxx Starting 05 13 1999 09 00 AH Ending 05 13 1999 10 00 AH Outbound Talk 00 00 35 00 00 18 00 00 53 Idle 00 01 13 00 01 07 00 02 20 Inbound Talk Percent 24 48 55 504 42 224 Outbound Talk Percent Outbound Max imum Duration 00 00 24 00 00 18 00 00 24 Idle Percent Page A 2 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual EXAMPLE REPORTS Example Reports Cont
32. 31 ER You are asked to select the installation Installation of Applications Packages Available Packages are applications asl mtl tcpip uapname uucp Enter Package to be installed applications Release Media Devices are F loppy Disk Device Enter Release Media Device F NS x25 C artridge Tape Device media Type F for Floppy Disk Device and press Enter Note The standard Floppy Disk Device will be a 3 5 inch type Pa Install Procedure Installing from dev fd0 Insert OAI Application Update Release Media 1 Enter lt Return gt to continue Nag y Next you are requested to insert the Attendant Console Statistics installation diskette in the Floppy Disk Device Insert the diskette and press Enter to continue Note The Attendant Console Statistics installation diskette will be a 3 5 inch type NDA 30122 Revision 1 Page 7 INSTALLATION amp CONFIGURATION Attendant Console Statistics Operations Manual al BANK N The screen displays the files as they are di loaded from the media Some files may Insert OAI Application Update Release Media 1 scroll off the screen until all the files Enter lt Return gt to continue from the diskette have been processed COPYING es tar blocksize 20 x oai app consoleStats install etc updstats Z 112163 bytes 220 tape blocks You are asked if all of the application i Stats install et 11 Z 115463 byte
33. 74 Route Groups AAA AI AAA AE 74 Add a R ute Group WINdOW ces cio ri dis see terest eee 75 Find A Route Group Window seu 2l2e pasgesantassa erecrectasseenet 77 Modify A Route Group TIPON 2502 haah kmh ma GELB TAGAL HAGDAN OHA LE ADA 79 Delete a Route Group Window ana B HAL EG RAK BATA recs BARAHA N GAEL 81 Print Route Groups WINGOW ao KGABI GULANG NGABA BG NG LG ASG KKK NEGA bA 83 Main Menu Station Groups Selection 0 00 c eee eee 86 Slalion are eet AAP Rad PETERE ERLI Oe eee RES ee Tri lee OR 86 NDA 30122 Revision 1 Page v FIGURES Figure 8 3 8 4 8 5 8 6 8 7 9 1 9 2 9 3 9 4 9 5 9 6 9 7 9 8 9 9 9 10 9 11 9 12 9 13 9 14 9 15 9 16 9 17 Page vi Attendant Console Statistics Operations Manual Title Page Add a Station Group WINGO ie rss is dates 87 Find A Station Group WiINdOW ciae ssi GA KAN PIK use A 89 Modify A Station Group Window a a pa GG rre rr rr RI 91 Delete a Station Group Window sscsssssesssscsncsma umercossescssust 93 Prim Staton Groups AMA 95 Administration Main Menu Screen 97 Database Administration Menu Screen 99 Install Database Screen AAP APP PEO PAPANO 101 Remove Database Screen ss cect cierra dra 102 Build Database Indices Screens i142 ct circa LS ere Es 103 Erase Database Indices Screen e ee eee 104 Display Table Count Screen tioi sisrtesi denise dt 105 Update System
34. AM ALOGO43000 05 01 1999 12 00 AM ALOGOSO100 05 02 1999 12 00 AM ALOGO50200 05 03 1999 12 00 AM ALOGO50300 05 04 1999 12 00 AM Today 05 04 1999 05 11 PM Top View Report Exit J Figure 6 3 View Attendant Login Reports Screen Page 64 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT VIEWING Viewing Reports Cont Viewing an Step 3 To view a report Use the UP and DOWN arrow keys to highlight to select Attendant Login the Report Identifier filename for the desired report Use the Tab key to Repo rt Cont select View Report and press Enter The selected report is displayed on the View Report screen Figure 6 4 The display can be scrolled to view the entire report To scroll the display up use the UP arrow Page Up or Home keys To scroll the display down use the DOWN arrow Page Down or End keys Attendant Statistics May 24 1999 01 44 27 PH xxx View Report xxx Attendant Login Reports May 13 1999 Operator Login Logout Duration ASAT JONES 05 12 1999 06 12 42 PM 05 12 1999 06 14 18 PH 0000 01 36 3500 MCS 05 12 1999 06 07 10 PM 05 12 1999 06 07 16 PH 0000 00 06 3500 SMITH 05 12 1999 06 09 32 PM 05 12 1999 06 12 35 PM 0000 03 03 3500 Top Page Down Page Up Find Home End Print Exit Ne y Figure 6 4 View Report Screen Attendant Finding Text Option Specific text can be found within a viewed report From the View Report screen Figure 6 4 follow the st
35. Automated Report screen use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Report Viewing screen Figure 6 2 Step 5 If finished with the Report Viewing function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Console Stats Main menu Figure 6 1 Page 72 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ROUTE GROUPS Chapter 7 ROUTE GROUPS The Route Groups option from the Console Stats Main Menu provides options to define new trunk route groups find a group modify and delete groups Route group information can also be printed All display screens windows menus and procedures are described in the following sections of this chapter Using Route Groups Procedure Overview The overall sequence for route groups is the following e Define a new route group e Existing route groups can be modified deleted and printed The specific step by step procedures for all these functions are described in the next sections of this chapter A Note on Selecting Commands Inthe following procedures a step may call for pressing the Tab key to select a command It may be necessary to press the Tab key multiple times in order to select the specific command When reading a step understand to press the Tab key as needed to select the specified command Commands can also be selected by pressing their ass
36. Catalog Screen cece cee nnana 106 L g File Display AAA 108 Men Log Files Screens a ma NAG KAW rr TAN VU RENER ER EEEE RENTE EAS 109 Menu Log File Data Screen escisasrrcinara rasa cr 110 Report Generator Log Files Screen recordara rr rr ERA 112 Report Generator Log Files Data Screen 113 Statistic Logger Log Files Screen aa a NGA KANA PASADA NGA GWA KANA GG 113 Statistic Logger Log Files Data Screen o 116 Patroller LOG Files SEM ie ah BA AETA eli AGA KARGA GA ALA HERA AGANE 118 Patroller Log Files Data Screen cocida LAGLAG KAGABE REL cee 119 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INTRODUCTION Chapter 1 INTRODUCTION This manual provides the information needed to configure and operate the Attendant Console Statistics software application What is Attendant Console Statistics Overview Attendant Console Statistics Console Stats is an application that collects data from Attendant Console call processing and produces statistical reports for display or printing Console Stats may be used as a stand alone product or as a supplement to the Hospitality Center System HCS or Medical Center System MCS applications Console Stats provides options for design and generation of any number of reports from a variety of available statistics for attendant call processing and attendant queue activity Reports can also be designed and generated for trunk
37. Generation Report Viewing Route Groups Station Groups Create formats for reports of statistics calculated by attendant or by the types of calls that are queued for and by attendants Generate a formatted report of statistics calculated from call processing data collected before Note that reports formatted with a Current interval can only be generated through this option They cannot be scheduled for automatic generation Schedule the specific time at which a formatted report is automatically generated once or on a recurring basis Note that only reports formatted for statistics calculated by the hour and by the day can be scheduled for automatic generation Display existing attendant login automated and non automated reports for viewing and printing Create trunk route groups Create station groups These option selections and their functions are described in detail in other chapters of this manual Refer to the following Report Formats Report Generation Automated Report Generation Report Viewing Route Groups Station Groups See Chapter 3 See Chapter 4 See Chapter 5 See Chapter 6 See Chapter 7 See Chapter 8 Page 22 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INSTALLATION amp CONFIGURATION Selecting Menu Select menu options from the screen using the Up and Down arrow keys to Options highlight the desired function Each menu selection can also be selected by a
38. IX Enter the appropriate UNIX command at the prompt and press Enter Type P and press Enter to select the Print command At the prompt type F to print the whole file or S to print just the screen and press Enter Press Esc to return the cursor to the command line cancelling the print request NDA 30122 Revision 1 Page 119 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Log File Display Cont Patroller Log Files Screen Options Cont Cont e Autoscroll The reflects real time activity in the file when it is in AutoScroll mode Press the A key and press Enter to toggle the AutoScroll option on and off In AutoScroll mode shown by the notation A S in the bottom right corner of the screen new messages are scrolled onto the screen as they occur and are added to the file e Quit The Quit option exits the Menu Log File Data screen and the Menu Log File menu is displayed Press the Q key and Enter to exit this screen Page 120 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU UNIX The UNIX option on the Console Statistics Administration Menu is used to access the UNIX operating system directly Enter UNIX System Step 1 From the Administration Main Menu Figure 9 1 press the U key and press Enter to select the UNIX option The current UNIX system prompt will be displayed Step 2 At the UNIX prompt enter the desi
39. NEC ATTENDANT CONSOLE STATISTICS Operations Manual NEC America Inc NDA 30122 Revision 1 October 1999 Stock Number 241667 LIABILITY DISCLAIMER NEC America reserves the right to change the specifications func tions or features in this document at any time without notice NEC America has prepared this document for use by its employees and customers The information contained herein is the property of NEC America and shall not be reproduced without prior written approval from NEC America Copyright 1999 NEC America Inc Attendant Console Statistics Operations Manual CONTENTS TABLE OF CONTENTS Page Chapter INTRODUCTION co rr arar REE Rene Es PAA 1 What is Attendant Console Statistics 0a sos bse esd daw resi ees ewes A 1 A pa AKA AA A UE RSE E EE SS RARE TEES SEEN SSL EE SL RRR ERS 1 Interface to other OAI Applications naa paka kA 6 EBERE AKA ea dei eed tante t aa 1 how To Use TIIS Manual dsc irradia ORE ea RARA 3 Manual OA ATOS sets semestre iea ee AAA 3 Chapter A A PAA ELA KK beens ees a Chapter 2 Installation and Configuration Kasa sasae eea 3 Chapter 3 Report Formals 14 6945 ik KA BAKAWAN NA AAA ARA KS ka Chapter 4 Report Generation ss sas KARLA raras ars pret ske KAKA 3 Chapter 5 Automated Report Generation 3 Chapter 6 Report VEWING 44 xa KG KABA KANG KAG vases i oad ha SARA RENE CRE AAA 3 Chapter 7 Route KONDE oir rad O AA NAAA AAA 3 Chapt
40. T VIEWING Attendant Console Statistics Operations Manual Viewing Reports Cont Viewing an Step 3 To view a report use the UP and DOWN arrow keys to highlight to select Automated Report the Report Identifier filename for the desired report Use the Tab key to Cont select View Report and press Enter The selected report is displayed on the View Report screen Figure 6 6 The display can be scrolled to view the entire report To scroll the display up use the UP arrow Page Up or Home keys To scroll the display down use the DOWN arrow Page Down or End keys Attendant Statistics May 24 1999 01 49 08 pt N xxx View Report xxx xxx Attendant Daily Calls xxx Starting 05 12 1999 06 00 PM Ending 05 12 1999 07 00 PM Date 05 12 1999 Inbound Outbound Inbound Outbound Inbound Outbound Calls Calls Average Average Max imum Max imum Attendant Answered Placed Duration Duration Duration Duration JONES SS a N97 00 00 08 00 00 14 00 00 12 00 00 14 MCS 0 0 00 00 00 00 00 00 00 00 00 00 00 00 SHITH 8 2 00 00 08 00 00 08 00 00 15 00 00 09 HT top Page Down Page Up Find Home End Print Exit Figure 6 6 View Reports Screen Automated Finding Text Option Specific text can be found within a viewed report From the View Report screen Figure 6 6 follow the steps to find text Step 3a To find specific text in a displayed report use the Tab key to select the Find option at the bottom of the screen and pres
41. UAP is a UAP2000 or UAP3000 If Informix is not installed Console Statistics can still be installed on the UAP but 1t will not run until Informix is installed and the application database is created using the Console Statistics Administration utility See Chapter 9 of this manual Database Space After the Informix On Line database has been installed the Console Stats database Creation space must be created using the Informix tbmonitor utility The database space must contain at least 400 MB of free space If HCS or MCS is currently installed the atcsspace or mcsspace database spaces may also be used by Console Stats if there is enough free space otherwise use the Informix tbmonitor to create a new database space with the name statsdbspace Remember the database space name statsdbspace atcsspace messpace etc as the installation scripts will prompt for it later NDA 30122 Revision 1 Page 5 INSTALLATION amp CONFIGURATION Attendant Console Statistics Operations Manual Installation Procedure This section describes the procedures to install the Attendant Console Statistics application software Follow the procedure below to install the software Note Some keyboards use a marked Return key for the carriage return function Other keyboards mark this function key as Enter The installation procedure will iden tify this function as Return Enter When the procedure indicates use the appro pr
42. ake a selection then press lt ENTER gt May 04 1999 04 57 53 PH Figure 6 2 Report Viewing Menu Screen NDA 30122 Revision 1 Page 63 REPORT VIEWING Viewing Reports Attendant Console Statistics Operations Manual Viewing an This procedure will display on screen an Attendant Login type of report These Attendant Login reports will show data in the following fields Report e Operator The login name of the operator e Login The date and time the operator logged in Logout The date and time the operator logged out If the operator is currently logged in this field will be blank e Duration The time in hours minutes and seconds that the operator was logged in e ASAT The attendant console number used by the operator Follow the steps to view an Attendant Login Report Step 1 From the Console Stats Main Menu Figure 6 1 select the Report Viewing option and press Enter The Report Viewing menu screen Figure 6 2 will be displayed Step 2 From the Report Viewing menu Figure 6 2 select the Attendant Login Reports option and press Enter The View Attendant Reports screen will be displayed Figure 6 3 The screen lists all available attendant reports Ng Attendant Statistics May 04 1999 05 13 51 PM xxx Attendant Login Reports xxx N File Name Last Modified AL0G042600 64 27 1999 04 39 PM ALOGO42700 04 28 1999 12 00 AM ALOGO42800 04 29 1999 12 00 AM ALOGO42900 04 30 1999 12 00
43. and backup directories being installed For Console Stats installation certain files must be modified that require root privileges Type your root password and press Enter to continue the installation Various messages will show the progress of the installation Note An incorrect password entry will cancel the install and return you to the APM Administration Main Menu Status messages show the installation of various files NDA 30122 Revision 1 Page 9 INSTALLATION amp CONFIGURATION Attendant Console Statistics Operations Manual 05 America Console Statistics Wed Oct EA Configuring StatLogger autocfg running autocfg StatLogger application configured autocfg terminated normally Press Return to continue installation Nag y E America Console Statistics Wed Oct D Configuring StatPatroller autocfg running autocfg StatPatroller application configured autocfg terminated normally Press Return to continue installation Na I The Console Statistics Informix database may be installed now if an Informix database space has been created This may be an existing database space used by other applications or a new space dedicated to Console Statistics If the database does not exist at this time type N when prompted below The Console Statistics Informix database can be created later using the Informix tbmonitor utility to create
44. and press Enter The Install Database screen Figure 9 3 will be displayed showing the status of the installation a E Install Database Installing database statsdb in statsdbspace Finished installing database Press Return to continue a y Figure 9 3 Install Database Screen Step 2 The display will show the status of the installation When the installation 1s complete press Enter NDA 30122 Revision 1 Page 101 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Database Administration Cont Remove Database The Remove Database option on the Database Administration menu is used to remove all data now stored in the Console Stats database WARNING To protect the database do not use this option without first backing up the database on tape using instructions provided in the Informix documentation WARNING Use of this option causes the loss of all call processing and attendant login data that has been collected including report formats and indexed time schedules Step 1 From the Database Administration menu Figure 9 2 press the R key and press Enter The Remove Database screen Figure 9 4 will be displayed showing a warning and confirmation prompt 4 Remove Database Removing the database will cause all data currently stored to be destroyed Are you sure fyn o y Figure 9 4 Remove Database Screen Step 2 Ensure that the specifi
45. ant Console Statistics Operations Manual REPORT GENERATION Generating Reports Generating a Report This procedure will generate a report from an existing defined report format If the report format has not been previously defined see Chapter 3 for procedures to design new report formats Follow the steps to generate a report Step 1 Step 2 Step 3 Step 4 Step 5 From the Console Stats Main Menu Figure 4 1 select the Report Generation option and press Enter The Report Generation screen Figure 4 2 will be displayed The Report Generation screen shows a listing of all existing report formats by title along with their Time Interval and Report Identifier To select a report to generate use the UP and DOWN arrow keys to highlight the desired report title and press the Enter key Use the Tab key to select Ok and press Enter The Generate a Report window will be displayed Figure 4 3 xxx Generate Report xxx Title Attendant Current Times Report Type Attendant Interval Current Identifier ACTH Start Time 12 00 AM Display No Print No Save No Figure 4 3 Generate a Report Window At the Start Time field enter the starting time of the reporting period This is the start of the time the data will be collected for the report The time format used is HH MM XX where HH specifies the hour 01 12 MM specifies the minutes 00 59 and XX specifies AM midnight to noon or PM noon to midnight When the
46. ch will be highlighted If a match is not found the Find a Route Group window remains visible and an error message is displayed near the bottom of the screen To begin a new search use the Tab key to select the Clear option and press Enter repeat Steps 3 6 as needed If finished with the Find a Route Group function use the Tab key to select the Exit option at the bottom of the window and press Enter to return to the Route Groups screen Figure 7 2 Page 78 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ROUTE GROUPS Route Groups Cont Modifying a Route Group This procedure will modify an existing route group Follow the steps to modify a route group Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 From the Console Stats Main Menu Figure 7 1 select the Route Groups option and press Enter The Route Groups screen Figure 7 2 will be displayed At the Route Groups screen use the UP and DOWN arrow keys to highlight to select the route group to modify More than one route group can be selected Highlight each desired route group to modify and press Enter Continue this to select any additional route groups to modify With the route group s selected use the Tab key to select the Modify option at the bottom of the screen and press Enter The Modify a Route Group window Figure 7 5 will be displayed xxx Modify A Route Group xxx Name TIE Trunks 1 Rout
47. cs Operations Manual ROUTE GROUPS Route Groups Cont Deleting a Route Group This procedure will delete an existing route group Follow the steps to delete a route group Step 1 From the Console Stats Main Menu Figure 7 1 select the Route Groups option and press Enter The Route Groups screen Figure 7 2 will be displayed Step 2 At the Route Groups screen use the UP and DOWN arrow keys to highlight to select the route group to delete and press Enter More than one route group can be selected Highlight each desired route group to delete and press Enter Continue this to select any additional route groups to delete Step 3 With the route groups s selected use the Tab key to select the Delete option at the bottom of the screen and press Enter The Delete a Route Group window Figure 7 6 will be displayed showing the selected route group to delete xxx Modify A Route Group xxx Name TIE Trunks 1 Route 010 First Trunk 001 Last Trunk 005 Ok Clear Figure 7 6 Delete a Route Group Window Continue to Step 4 on the next page NDA 30122 Revision 1 Page 81 ROUTE GROUPS Route Groups Cont Deleting a Route Group Cont Step 4 Note Step 5 Attendant Console Statistics Operations Manual To delete the displayed route group use the Tab key to select the Ok option at the bottom of the screen and press Enter The displayed route group will be deleted To not delete keep the di
48. ct the Clear option and press Enter Repeat Steps 3 6 as needed NDA 30122 Revision 1 Page 87 STATION GROUPS Attendant Console Statistics Operations Manual Station Groups Cont Adding a Station Step 7 If finished with the Add a Station Group function use the Tab key to Group Cont select the Exit option at the bottom of the window and press Enter to return to the Station Groups screen Figure 8 2 Page 88 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual STATION GROUPS Station Groups Cont Finding a Station This procedure will find an existing station group by name and or first station Group number Follow the steps to find a group Step 1 From the Console Stats Main Menu Figure 8 1 select the Station Groups option and press Enter The station Groups screen Figure 8 2 will be displayed Step 2 Use the Tab key to select the Find option at the bottom of the screen and press Enter The Find a Station Group window will be displayed Figure 8 4 xxx Find A Station Group xxx Name First Station Ok Clear Exit Figure 8 4 Find A Station Group Window Either group name and or first station number can be used to find a station group Step 3 If finding a station group by name at the Name field enter the name of the station group to be found and press Enter Note The character may be used as a wildcard at the end of the string Example CCI will find the first group wi
49. d DOWN arrow keys to move the highlight bar to the desired statistic value and press Enter The selected statistic will be displayed in the Statistic 1 field and another pop up window will be displayed Page 30 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT FORMATS Attendant Queue Route amp Station Report Formats Cont Adding a Report Format Cont Step 9 From the pop up window highlight to select the second report statistic type for the Statistic 2 field and press Enter Continue the selection through all desired remaining report statistic fields Step 10 When all desired statistics have been added to the report select None from the statistic type pop up window and press Enter Note The None option can be selected at any time when all desired statistics have been chosen for the report When the None option is selected all remaining Statistic fields will show None Note This report format can be cleared at anytime by selecting the Clear option at the bottom of the window Using the Tab key select the Clear option and press Enter All fields will be cleared on the Add a Report Format window Step 11 Use the Tab key to select the Ok option at the bottom of the window and press Enter to save this report format If more report formats are to be added repeat Steps 4 10 Step 12 If finished with the Add a Report Format function use the Tab key to select the Exit option at the bot
50. d according to the schedules defined through the Console Stats Main Menu option Automated Report Generation See Chapter 5 When a report is generated at its defined schedule it is labeled with a combination of its Report Identifier from its Report Format and the date that shows when its data was collected Console Stats stores the report for a configurable period of time during which it can be viewed and printed At the end of the configurable period of time the reports will be automatically deleted from the system Non Automated Reports Non Automated Reports show data collected and computed for various call statistics based on previously designed non automatic report formats These reports are generated on request through the Console Stats Main Menu option Report Generation See Chapter 4 When a report is generated from the Console Stats Main Menu it is labeled with a combination of its Report Identifier from its Report Format and the date that shows when its data was collected Console Stats stores the report for a configurable period of time during which it can be viewed and printed At the end of the configurable period of time the reports will be automatically deleted from the system NDA 30122 Revision 1 Page 61 REPORT VIEWING Attendant Console Statistics Operations Manual Procedure The overall sequence for viewing a report is the following Overview e First select the report from the existing report types and formats
51. d ehrest AG 38 Example Attendant Reports Screen 39 Pint Formats PANOR AAA 39 Main Menu Report Generation Selection 42 Report Generation Screen 6 oc ct conde cwkbeers la rete ibarra idees 42 Generate a Report AA 43 Find A Report Format WINGOW lt scscrviriesrasrr erruer KAR LAKAD GANA RAE 45 Main Menu Automated Report Generation Selection 48 Automated Report Generation Screen 49 Set a Report Schedule Window errors errors creer i 50 Fiter Events DOON ec rra AAA PEANN AT EEE PAA 52 Modify An Automated Report WINDOW ccccsecddescenvosednerecases ees nas 54 Cancel An Automated Report Screen 56 Print Schedule WindOW rasta aie END DEER een KIER it dei 58 Main Menu Report Viewing Selection 63 Report Viewing Menu SCOreeN soosooriarcarororrinsrssie res terneros 63 View Attendant Login Reports Screen eee 64 View Report Screen Attendant 00 0 cece eee eee 65 View Automated Reports Screen 2 sssssseueirssid br nssestiessdeident s 67 View Reports Screen Automated 4csikccccesecccseesveseiecasnbsanacs 68 Non Automated Reports Screen 0 cc eee ee eee 70 View Reports Screen Non Automated 71 Main Menu Route Groups S lection ice sssissesessssrcesse e vesseest e
52. dministration menu is used to establish or change the name of the database Note The current database is shown in parenthesis by the Name Database menu op tion Step 1 From the Database Administration menu Figure 9 2 press the N key and press Enter The following prompt will be displayed Specify name of desired database Step 2 At this prompt enter the name of the database to be used and press Enter The screen will show a message confirming the new database name This new database name will now be shown in parenthesis following the Name Database option on the menu Note Jfa value other that statsdb is used for the Database Name the Database Name field in the stacfg APM database must also be changed Then process and install statcfg Page 100 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Database Administration Cont Install Database The Install Database option on the Database Administration menu is used to create new database tables according to instructions embedded in Console Stats software Note This option is typically only performed during installation or rarely when the database is removed Once the new database fields are created through this op tion use the Build Database Indexes option to name the database indexes that are used during search and retrieval functions Step 1 From the Database Administration menu Figure 9 2 press the T key
53. e 010 First Trunk 001 Last Trunk 005 Ok Clear Figure 7 5 Modify Route Group Window If needed modify the Name for the route group and press Enter If needed modify the Route Number of the route group and press Enter If needed modify the First Trunk assigned to this route group and press Enter If needed modify the Last Trunk assigned to this route group and press Enter NDA 30122 Revision 1 Page 79 ROUTE GROUPS Attendant Console Statistics Operations Manual Route Groups Cont Modifying a Route Step 8 When modifications to the route group are complete use the Tab key to Group Cont select the Ok option at the bottom of the window and press Enter to save the changes The Route Groups screen will again be displayed If more than one route group was marked to modify Step 2 a new Mod ify a Route Group window will now be displayed showing the next route group selected to modify Repeat Steps 4 8 Note At anytime BEFORE saving the changes Step 8 the original settings for the se lected route group can be restored Using the Tab key select the Clear option at the bottom of the screen and press Enter The prior settings for the route group will be displayed on the screen Step 9 When the last Route Group has been modified the Modify a Route Group window pops down and the display returns to the Route Groups screen Figure 7 2 Page 80 NDA 30122 Revision 1 Attendant Console Statisti
54. ecific to Attendant call handling Statistic Description Inbound Calls Answered Total number of inbound calls that were answered by the attendant including recalls Inbound Talk Time The total time that the attendant was connected to inbound callers Inbound Talk Percentage The percentage of total time that the attendant spent logged in and connected to inbound callers Inbound Average Duration The average time that the attendant spent connected to an inbound caller Inbound Minimum Duration The shortest time that the attendant spent connected to an inbound caller Inbound Maximum Duration The longest time that the attendant spent connected to an inbound caller Outbound Calls Placed Total number of outbound calls that were placed by the attendant Outbound Talk Time The total time that the attendant was connected to outbound calls Outbound Talk Percentage The percentage of total time that the attendant spent connected to an outbound caller Outbound Average Duration The average time that the attendant spent connected to an outbound caller Outbound Minimum Duration The shortest time that the attendant spent connected to an outbound caller Outbound Maximum Duration The longest time that the attendant spent connected to an outbound caller dle Time The total time that the attendant was logged in but not connected to an inbound or outbound call
55. ecords To Print Current Record Destination Printer Ok Clear Exit Figure 3 12 Print Formats Window NDA 30122 Revision 1 Page 39 REPORT FORMATS Attendant Console Statistics Operations Manual Attendant Queue Route amp Station Report Formats Cont Printing a Report Format Cont Step 4 Step 5 Step 6 Step 7 Note Step 8 At the Records to Print field use the UP and Down arrow keys to select Current Record Marked Records or All Records and press Enter The Destination field specifies how the report will be printed Use the UP and Down arrow keys to select Printer or UNIX File and press Enter If the Destination field is set to UNIX File the File Name field will be displayed Enter the file name of the UNIX file that will be created by the print of the selected report format and press Enter To output the report format output to printer orto UNIX file use the Tab key to select Ok at the bottom of the screen and press Enter The selected report will now be sent to the printer device or to the UNIX file as designated in Step 5 This report format can be cleared at anytime by selecting the Clear option at the bottom of the screen Using the Tab key select the Clear option and press Enter All fields will be cleared on the Report Formats window If finished with the specific reports function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to
56. ect the Report Generation option and press Enter The Report Generation screen Figure 4 2 will be displayed Using the Tab key select the Find option at the bottom of the screen and press Enter The Find a Report Format window will be displayed Figure 4 4 xxx Find A Report Format xxx Find By Title Title Title Identifier Ok Clear Figure 4 4 Find A Report Format Window At the Find By field use the UP and DOWN arrow keys to select either Title or Identifier from the pop up window and press Enter If Title is selected the Title field will be displayed Enter the report title to be found The character may be used as a wildcard at the end of the string Example Bob will find the first report with a title that contains Bob as the first three characters of the report title If Identifier is selected the Identifier field will be displayed Enter the report identifier to be found When the Title or Identifier has been entered use the Tab key to select the Ok option at the bottom of the screen and press Enter A search will now begin for the specified report If a match is found the Find a Report Format screen is popped down The Generate a Report screen now shows the found report format highlighted in the left Report Titles window and the specified report format details displayed in the right Report Details window If more than one match is found each time the Find option is selected the next match w
57. ed and all y Console Statistics ma America Wed Oct RN SE Removing the old Console Statistics Informix database Installing the new Console Statistics Infomrix database Building the Console Statistics Informix database indices INSTALLATION amp CONFIGURATION If HCS or MCS is currently installed the atesspace or mcsspace database spaces may also be used by Console Stats if there is enough free space If not type the Console Stats default database space name statsdbspace and press Enter At the prompt verify the database space name If correct type y and press Enter Ensure there is no existing Console Stats database or that the existing database has been backed up before proceeding At the prompt type y and press Enter to continue Status messages show the installation of the new database NDA 30122 Revision 1 Page 11 INSTALLATION amp CONFIGURATION Attendant Console Statistics Operations Manual 05 America Console Statistics Wed Oct EA Status messages show the progress of the Console Stats installation When all Setting up info files files have been set up by the installer the Console Stats installation is Old files saved in tmp stats0 the system deletes these after 7 days complete Apm should now be Terminated and then Re Initialized and the appropriate Console Statistics APM Database files should be
58. ed database is to be removed deleted At the prompt enter Y to remove the database or N to not remove the database and press Enter A message will show the status of the database removal When the removal is complete press Enter Note After removing the database and returning to the Database Administration menu the previous database space name and database name values will still be shown on the display These do not indicate the status of the database They may be changed per any new database being installed Page 102 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Database Administration Cont Build Database Indexes The Build Database Indices option on the Console Stats Database Administration menu is used to create indices that make access to the data in the database faster This function marks the specified database fields that are to be used for indices Note The Build Database Indices option must be implemented whenever a new data base is installed Step 1 From the Database Administration menu Figure 9 2 press the B key and press Enter The Build Database Indices screen Figure 9 5 will be displayed a Build Database Indices Building indices for database statsdb Finished building database indices Press Return to continue Se y Figure 9 5 Build Database Indices Screen Step 2 The display will show the status of building indice
59. ed report format use the Tab key to select the Ok option at the bottom of the screen and press Enter The displayed report format will be deleted Note To notdelete keep the displayed report format use the Tab key to select the Next option at the bottom of the screen and press Enter The next report format marked for deletion will be displayed Ifmore than one report format was marked to delete Step 3 a new De lete a Report Format screen will now be displayed for the next report for mat title selected to delete Repeat as necessary for all selected report formats to delete Asan option if multiple report formats have been selected for deletion use the Tab key to select the Ok To All option at the bottom of the screen and press Enter A window will pop up to confirm or cancel the delete If confirmed all report formats selected Step 3 will be delet ed If canceled no report formats will be deleted CAUTION Be sure the selected reports are really to be deleted Double check the selections there is no recovery from the format delete Step 6 If finished with the specific reports function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Report Formats screen Figure 3 2 Page 38 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT FORMATS Attendant Queue Route amp Station Report Formats Cont Printing a Report This procedure
60. eldsenbibesehi se t s uerada t A2 Queue Current Inbound Calls Report sus susmaagurdepuiiesiaseadenhens ue A3 Queue Daily Inbound Calls Report Aa a a RAE ELA GE LAGE wee ALE KAG AG te A3 Queue Daily Inbound Wait Report sises gana DALDAL eter esewecwncas da ada sok A3 Queue Daily Outbound REPA a a cee eee NG beets rre ERASE wee A4 Route C rrent eN AA A4 Route Daily Outbound FROM Lis disais at hicniecetiessesesesdieotest A4 Station Daily Outbound Repor c cebras RA KAMA LA retenir sole A5 Page iv NDA 30122 Revision 1 Attendant Console Statistics Operations Manual FIGURES Figure 2 1 3 1 3 2 3 3 3 4 3 5 3 6 3 7 3 8 3 9 3 10 3 11 3 12 4 1 4 2 4 4 5 1 5 2 5 3 ao 5 6 5 7 6 1 6 2 6 3 6 4 6 5 6 6 6 7 6 8 7 1 7 3 7 4 7 5 7 6 Pl LIST OF FIGURES Title Page Main Menu SOREN civic reia iS A A Na 21 Main Menu Report Formats Selection 28 PROUD 28 Example Attendant Reports Screen anaana MKAKAPAG KAKA a 29 Add A Report Format Window 2 cect Lsc riecsas escomstet et et ient s d 30 Example Queue Reports SOTO cos orar rea ie bd 32 Find A Repor Format WINGOW AA A A NE WA GALERA 33 Example Route Reports Screen ccc mn anaana A A 34 Modify A Report Format Window 12 svesroniitenoetsene Hh 01615685 ire ire 35 Example Station Reports Screen n e sas da and ane da h n n 37 Delete a Report Format MOON KG KA PAA KP KAKA aristis it
61. elow Step 1 From the Main Menu select Chapter 1 Introduction This chapter details how to use this manual the actual manual organization and an overview of the Console Stats application Chapter 2 Installation and Configuration Chapter 2 describes how to install and configure the application along with the key usage conventions main menu screen and an overview of the main menu functions Chapter 3 Report Formats Report Formats describes the available statistics for report formats All screens and procedures for adding new report formats modifying formats deleting formats or printing reports are described Chapter 4 Report Generation This chapter describes the screens and all procedures for generating a report Chapter 5 Automated Report Generation Chapter 5 describes the screens and all procedures for configuring an Automated Generated report Chapter 6 Report Viewing This chapter describes the procedures for viewing reports Chapter 7 Route Groups Chapter 7 describes the screens and procedures for adding new trunk route groups and modifying deleting or printing groups information Chapter 8 Station Groups This chapter describes the screens and procedures for adding new station groups and modifying deleting or printing groups information NDA 30122 Revision 1 Page 3 INTRODUCTION Attendant Console Statistics Operations Manual Manual Chapter 9 Administration Menu Orga
62. enu Figure 9 2 press the D key and press Enter The Display Table Count screen Figure 9 7 will be displayed Display Table Count AUTO sat va nier ut ins dat 0 ATIU na sed 0 a cian oi ca 0 COLI aa esate tess pad 0 QUBRUN cai eins ide a 0 a cunas ia a cee 0 Ai La She Scotts eae Gia roue 0 CETRO aaa 0 STADE cp rt 0 STAKUN cc 0 TIMIA sueca eee atenta ski 0 Total number of records 0 Press Return to continue Ne y Figure 9 7 Display Table Count Screen Step 2 The display will show the various tables used for the Console Stats database and the number of records for each table When finished viewing the tables press Enter NDA 30122 Revision 1 Page 105 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Database Administration Cont Update System The Update System Catalog option on the Database Administration menu is used Catalog to update the table row counts stored in the Informix SYSTABLES catalog Step 1 From the Database Administration menu Figure 9 2 press the U key and press Enter The Update System Catalog screen Figure 9 8 will be displayed O Update System Catalog Press Return to continue a y Figure 9 8 Update System Catalog Screen Step 2 When the update is complete press Enter Page 106 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Database Ad
63. eport Generation option on the Main Menu NDA 30122 Revision 1 Page 47 AUTOMATED REPORT GENERATION Automated Report Generation Menu A Note on Selecting Commands In the following procedures a step may call for pressing the Tab key to select a command It may be necessary to press the Tab key multiple times in order to select the specific command When reading a step understand to press the Tab key as needed to select the specified command Attendant Console Statistics Operations Manual Commands can also be selected by pressing their associated Hot Key displayed in BOLD Step 1 From the Console Stats Main Menu Figure 5 1 highlight to select the Automated Report Generation option and press Enter 7 A a ttendant Statistics May 02 1999 02 33 46 PH xxx Main Menu xxx Report Formats Report Generation Automated Report Generation Report Viewing Route Groups Station Groups Quit Use the UP and DOWN Arrow keys to make a selection then press lt ENTER gt y Figure 5 1 Main Menu Automated Report Generation Selection Page 48 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual AUTOMATED REPORT GENERATION Automated Report Generation Menu Cont Step 2 The Automated Report Generation screen will be displayed Figure 5 2 The Automated Report Generation screen options are described in detail in the following sections of this chapter Attendant
64. eps to find text Step 3a To find specific text in a displayed report use the Tab key to select the Find option at the bottom of the screen and press Enter The Find Text window will be displayed Step 3b At the Search String prompt enter the desired search text and press the Enter key Press the Enter again to select Ok The cursor moves to the specified text in the View report scrolling window If no matching text is found a message will be displayed at the bottom of the screen NDA 30122 Revision 1 Page 65 REPORT VIEWING Attendant Console Statistics Operations Manual Viewing Reports Cont Viewing an Attendant Login Report Cont Printing Text Option Specific text can be printed from a viewed report From the View Report screen Figure 6 4 follow the steps to print text Step 3c To print specific text in a displayed report from View Report Screen use the Tab key to select the Print option at the bottom of the screen and press Enter The Print Report window will be displayed Step 3d At the prompt select the data to print Screen Only or Entire File and press the Enter key Use the Tab key to select Ok and press Enter The selected data will be output to the designated printer device Exit Attendant Login Screen Step 4 If finished with the Attendant Login screen use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Report Viewing screen Figure 6 2 Ste
65. er 8 Station IDU rr AA AAA AR AA AA PRA 3 Chapter 9 Administration Menu 544 0004 4005 4450 4040046000554 KAPA LARREA a 4 Append Example RSBOTS dede o A a A AA A ROE KAKA 4 Chapter 2 INSTALLATION amp CONFIGURATION 5 Bota De EU AAP AA ees 5 Informix Database Installation 0 0 00 eens 5 Database Space Crealo ae Lust gek baga iepa a a e eaa a E E E G S 5 installation Procedure A A A a haw ween die 6 Ater metalation rita a dc PA 13 BE Lo A AA RP PAR PP PR AA 13 E Le Lo cree AKA PAA ARA AA PANA AA AA 13 Application Configuration AM AA AA eiere kran KA event 15 C nsole Por Capo on bce cus tasca tasa ia sees de esc ab ke 15 Component CM AGIT scsi a A ie tence eee RS 16 Primary Configuration PAPAS sc cod eine sierras ia tests 17 bitak CT ARA PAPA saco cn ipod cio 18 o e AA cee kee nb men ordis 19 StatLogger Component A r seau 19 Sir ai Cpl a AA AA AA APA AMA AA 19 Application ccs II A ue 20 Logging Mto Console Siats ecas ea ts oid he A BAGA KAG hhe hh nG 64 a a i a ak EE 20 General EU AA RI EEEE PT 20 PAS PAA AA AA ha Peg 21 E AA ieee deol NAA A as 22 as AA eee da e ae aE sess sees encesieess 23 SON Geo A ee es eae ee ee eee ee eee eee eee ee ee 24 Chapter 3 REPORT FORMATS 0 000 000 pA B O NANANA AK ee ee nee e ee ne eee a 25 ONG Report Formal 61654042 GG NG KAG KHA KG 01054 SOSR OO NABA ADA eee PAN 25 Bi salik AUS AAA AEREE R Rd tres 25 Attendant Report Statistics eds Bars es AG
66. er Log Files option is used to access the files that contain process and error messages occurring during patroller logging Step 1 From the Log File Display screen Figure 9 9 press the P key and press Enter The Patroller Log Files screen Figure 9 16 will be displayed O Patroller Log Files patrol ler dbg Enter filename a y Figure 9 16 Patroller Log Files Screen Step 2 The display shows the available patroller log files listed on the left of the screen At the prompt enter the filename of the patroller log file to view and press Enter The specified patroller log file data will be displayed Figure 9 17 Page 118 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual Log File Display Cont Patroller Log Files ADMINISTRATION MENU Cont Mon May 24 13 57 1999 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 04 77 99 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 04 27 99 16 16 16 16 16 16 16 16 16 16 16 16 16 16 16 16 16 16 39 39 139 39 39 39 39 39 39 39 39 39 39 39 39 39 39 39 Search fera 708 708 708 708 708 08 09 09 09 09 09 09 09 09 09 09 09 09 400 50 830 880 930 970 030 030 040 050 060 060 070 070 170 170 340 340 Top Debug Logging star ted 64 26 1999 l
67. ess Enter NDA 30122 Revision 1 Page 91 STATION GROUPS Attendant Console Statistics Operations Manual Station Groups Cont Modifying a Step 7 When modifications to the station group are complete use the Tab key Station Group to select the Ok option at the bottom of the window and press Enter to Cont save the changes The station Groups screen will again be displayed 8 p 8 play If more than one station group was marked to modify Step 2 a new Modify a Station Group window will now be displayed showing the next station group selected to modify Repeat Steps 4 7 Note At anytime BEFORE saving the changes Step 7 the original settings for the se lected station group can be restored Using the Tab key select the Clear option at the bottom of the screen and press Enter The prior settings for the station group will be displayed on the screen Step 8 When the last Station Group has been modified the Modify a Station Group window pops down and the display returns to the Station Groups screen Figure 8 2 Page 92 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual STATION GROUPS Station Groups Cont Deleting a Station This procedure will delete an existing station group Follow the steps to delete a Group station group Step 1 From the Console Stats Main Menu Figure 8 1 select the Station Groups option and press Enter The Station Groups screen Figure 8 2 will be displayed
68. ess Enter Repeat Steps 3 7 as needed NDA 30122 Revision 1 Page 75 ROUTE GROUPS Attendant Console Statistics Operations Manual Route Groups Cont Adding a Route Step 8 Iffinished with the Add a Route Group function use the Tab key to select Group Cont the Exit option at the bottom of the window and press Enter to return to the Route Groups screen Figure 7 2 Page 76 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ROUTE GROUPS Route Groups Cont Finding a Route Group This procedure will find an existing route group by name route number and or first trunk number Follow the steps to find a group Step 1 From the Console Stats Main Menu Figure 7 1 select the Route Groups option and press Enter The Route Groups screen Figure 7 2 will be displayed Step 2 Use the Tab key to select the Find option at the bottom of the screen and press Enter The Find a Route Group window will be displayed Figure 7 4 xxx Find Route Group xxx Name Route First Trunk Ok Figure 7 4 Find A Route Group Window Any one or any combination of three parameters can be used to find a route group A route group can be found by Route Name and or Route Number and or First Trunk number in the group Step 3 If finding a route group by name at the Name field enter the name of the route group to be found and press Enter Note The character may be used as a wildcard at the end of the
69. ess the files that contain process and error messages occurring during statistic logging e Patroller Log Files Access the files that contain process and error messages occurring during patroller logging The specific step by step procedures for all these functions are described in the following sections of this chapter Page 108 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Log File Display Cont Menu Log Files The Menu Log Files option is used to access the files that contain process and error messages that occur during performance of menu functions Step 1 From the Log File Display screen Figure 9 9 press the M key and press Enter The Menu Log Files screen Figure 9 10 will be displayed O N Henu Log Files manager dbg Enter filename LV y Figure 9 10 Menu Log Files Screen Step 2 The display shows the available menu log files listed on the left of the screen At the prompt enter the filename of the menu log file to view and press Enter The specified menu log file data will be displayed Figure 9 11 NDA 30122 Revision 1 Page 109 ADMINISTRATION MENU Log File Display Cont Menu Log Files Cont Attendant Console Statistics Operations Manual logDir storageHax queryHax queuer lag current ine str ingl ines Search D manager dbg BEGINNING OF DATA 02 08 99 19 06 47 220 Debug Logging started 02 08 99 19
70. finished with the Automated Report Generation function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Control Stats Main Menu Figure 5 1 NDA 30122 Revision 1 Page 57 AUTOMATED REPORT GENERATION Attendant Console Statistics Operations Manual Generating Automated Reports Cont Print an This procedure will send selected automated report schedule s to the printer Automated Report device Follow the steps to print an automated report schedule Step 1 From the Console Stats Main Menu Figure 5 1 select the Automated Report Generation option and press Enter The Automated Report Generation screen Figure 5 2 will be displayed Step 2 At the Automated Report Generation screen use the UP and DOWN arrow keys to select the automated report to print and press Enter Note More than one automated report can be selected Highlight each desired report to print and press Enter Continue this to select any additional reports to print Step 3 With the automated report s selected use the Tab key to select the Print option at the bottom of the screen and press Enter The Print Schedule window Figure 5 7 will now show the title and other field values for the marked report to cancel or the first marked report if canceling more than one report xxx Print Schedule xxx Records To Print Current Record Destination Printer Ok Clear Figure 5 7 Print Schedule Window Step 4
71. here any output is sent How many times the APM may restart the component after it terminates in error The interprocess communication key by which the component communicates with other processes This completes the configuration of Console Stats into the APM Proceed to the next page to review database support for Console Stats NDA 30122 Revision 1 Page 17 INSTALLATION amp CONFIGURATION Database Support Attendant Console Statistics Operations Manual Console Stats requires one database of its own in the APM The Console Stats database statcfg was loaded during software installation from the release media and contains default field entries most of which should not be changed without first consulting an NEC representative The statcfg database structure and contents are described in the table below ue App File Master he nition Definition Database g Statcfg statcfg Field Name Type Size Min Max Data Type Default Entry Value Value Automated Reports Dir A 25 ASCII loai log stats arpts Non Automated Reports Dir A 25 ASCII loai log stats narpts Login Reports Dir A 25 ASCII loai log stats Irpts Log Directory A 25 ASCII loai log stats Report Generator Process A 25 ASCII oai app stats bin rptgen Database Name A 9 ASCII statsdb Max Days to Keep Records N 3 1 730 Short Integer 365 Max DB Records to Query N 2 1 50 Short Integer 50 Attendant Statistics A 1 ASCII Y Call Q
72. iate marked key on your particular keyboard ye login apmadm password a I K America APM Administration Wed Oct 31 1996 APM Platform Release Rel2 3 May 22 1996 Main Menu APM Debug Facilities Halt APM System File Archive Installation of Applications Packages PBX Simulator Removal of Packages Start up APM System Logout UNIX Enter Option i APM Status ACTIVE gt To begin the Console Stats software installation type apmadm at the UNIX login prompt and press Enter If your apmadm account requires a password enter the apmadm password at the subsequent password prompt APM Administration Main Menu Type i in the Enter Option field to select Installation of Applications Packages and press Enter Note The APM Platform release and date may vary from this example Page 6 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INSTALLATION amp CONFIGURATION ea America APM Administration Wed Oct 31 Installation of Applications Packages Available Packages are applications asl mtl tcpip uapname uucp Enter Package to be installed applications y x25 Console Stats is an application When prompted for the package to be installed type applications and press Enter I NEC America APM Administration Wed Oct
73. ill be highlighted If a match is not found the Find a Report Format screen remains visible and an error message is displayed near the bottom of the screen NDA 30122 Revision 1 Page 45 REPORT GENERATION Attendant Console Statistics Operations Manual Generating Reports Cont Finding a Report Step 5 To begin another search repeat Steps 3 5 Format Cont Step 6 If finished with the Report Generation function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Report Formats menu screen Figure 4 1 Page 46 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual AUTOMATED REPORT GENERATION Chapter 5 AUTOMATED REPORT GENERATION The Automated Report Generation option on the Console Stats Main Menu is used to schedule reports for automatic generation All display screens windows menus and procedures are described in the following sections of this chapter Using Automated Report Generation Procedure Overview Current Time Interval When an automated report is generated it is sent to the printer and then saved The filename for the report comprises the report identifier that is named in the report format and the month day and hour at which the report is generated The report is maintained for a configurable period of time during which time it may be viewed or printed via the Report Viewing option on the Main Menu Note A report fo
74. ions Manual AUTOMATED REPORT GENERATION Generating Automated Reports Cont Filter an Automated Report Cont Step 5 Step 6 Step 7 Note Step 8 If the Filter By value is set to Weekday the Weekday field will be displayed It specifies the day of the week that will be used to filter the data the day the report is scheduled to generate in the Automated Reports Generation screen When the weekday has been entered press Enter When all fields have been completed use the Tab key to select the Ok option at the bottom of the screen and press Enter The Automated Report Generation screen Figure 5 2 will again be displayed The listing of report titles available will be limited to the filter values applied in the previous steps Example If Date was used to filter the report formats with a value of 04 16 99 then only report titles that are scheduled to be generated on 04 16 99 will now be listed in the Report Title field If needed use the UP and DOWN arrow keys to select the desired report format from the filtered list and proceed to perform another Automated Reports function 1 e Modify Delete Print etc on the selected report format The fields of the Automated Report Generation screen can be cleared anytime Using the Tab key select the Clear option and press Enter All screen fields will be cleared If finished with the Automated Report Generation function use the Tab Key to select the Exit optio
75. key multiple times in order to select the specific command When reading a step understand to press the Tab key as needed to select the specified command Commands can also be selected by pressing their associated Hot Key displayed in BOLD NDA 30122 Revision 1 Page 85 STATION GROUPS Attendant Console Statistics Operations Manual Station Groups Menu Step 1 From the Console Stats Main Menu Figure 8 1 use the Up and DOWN arrow keys to highlight to select the Station Groups option and press Enter attenant Statistics May 03 1999 10 15 59 at N xxx Main Menu xxx Report Formats Report Generation Automated Report Generation Report Viewing Route Groups Station Groups Quit Use the UP and DOWN Arrow keys to make a selection then press lt ENTER gt a y Figure 8 1 Main Menu Station Groups Selection Step 2 The Station Groups screen will be displayed Figure 8 2 The screen shows all existing station groups Station Group screen options are described in detail in the following sections of this chapter attendant Statistics May 14 1999 01 23 50 ON xxx Station Groups xxxk Name First Station Last Station Administration 1000 1999 Test 1 3503 3504 Test 2 3510 3519 Voice Mail 3520 3529 Top Add Find Modify Delete Print Exit Figure 8 2 Station Groups Screen Page 86 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual STATION GROUPS
76. log Updates Informix system information about the Console Stats database e Informix dbaccess Utility This launches the Informix dbaccess utility Refer to the appropriate Informix user s guide The specific step by step procedures for all these functions are described in the following sections of this chapter NDA 30122 Revision 1 Page 99 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Database Administration Cont Set Database The Set Database Space option on the Database Administration menu is used to Space reserve the necessary storage for the new database This must be done prior to Installing a new database Note The current database space is shown in parenthesis by the Set Database Space menu option If a current database is set the current database must be removed using the Remove Database option BEFORE setting a new database space See the Remove Database section later in this chapter Step 1 From the Database Administration menu Figure 9 2 press the S key and press Enter The following prompt will be displayed Specify name of desired database space Step 2 At this prompt enter the name of the database space to be used and press Enter The screen will show a message confirming the new database space name This new database space name will now be shown in parenthesis following the Set Database Space option on the menu Name Database The Name Database option on the Database A
77. mand At the prompt type F to print the whole file or S to print just the screen and press Enter Press Esc to return the cursor to the command line cancelling the print request Page 110 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Log File Display Cont Menu Log Files Screen Options Cont Cont e Autoscroll The reflects real time activity in the file when it is in AutoScroll mode Press the A key and press Enter to toggle the AutoScroll option on and off In AutoScroll mode shown by the notation A S in the bottom right corner of the screen new messages are scrolled onto the screen as they occur and are added to the file e Quit The Quit option exits the Menu Log File Data screen and the Menu Log File menu is displayed Press the Q key and Enter to exit this screen NDA 30122 Revision 1 Page 111 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Log File Display Cont Report Generator The Report Generator Log Files option is used to access the files that contain Log Files process and error message occurring during automatic generation of reports Step 1 From the Log File Display screen Figure 9 9 press the R key and press Enter The Report Generator Log Files screen Figure 9 12 will be displayed O Report Generator Log Files N generator dbg Enter filename y Figure 9 12 Report Ge
78. ministration Cont Informix dbaccess The Informix dbaccess Utility option on the Database Administration menu is used Utility to activate the Informix dbaccess utility For more information about this utility see the Informix System Administrator s Guide NDA 30122 Revision 1 Page 107 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Log File Display The Log File Display option on the Console Statistics Administration Menu is used to access the log files for display and printing of log entries Console Stats enters process and error messages to a menu log file and to a report generation log file Log File Display From the Administration Main Menu Figure 9 1 press the F key and press Menu Enter to select the Log File Display option The Log File Display menu screen Figure 9 9 will be displayed r N Console Statistics Administration Menu Log File Display Henu Log Files Report Generator Log Files Statistic Logger Log Files Patroller Log Files Quit Menu Enter Option Se y Figure 9 9 Log File Display Screen Menu Options The Log File Display menu provides these options Menu Log Files Access the files that contain process and error messages occurring during performance of menu functions e Report Generator Log Files Access the files that contain process and error messages occurring during automatic report generation e Statistic Logger Log Files Acc
79. ministration menu function The specific step by step procedures for all these functions are described in the following sections of this chapter NDA 30122 Revision 1 Page 97 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Database Administration The Database Administration option on the Console Statistics Administration Menu is used to manage the Informix database used by Console Stats This database maintains the call processing and attendant login data statistics report formats and indexed time schedules for Console Stats Note The Console Stats database and it components were created when the Console Stats application was first installed Should it become necessary to change the Console Stats database or some of its components these menu options are used to implement the desired changes Procedure The overall sequence for establishing a new database Overview e If a current database exists Remove the current database e Set the database space for the new database e Assign a Name to the new database e Install the new database e Use the Build Database Indices option to name the new database indices that are used during search and retrieval functions Utility options are also provided to managed the database and view various components of the database These options include Erase Database Indices Display Table Count Update System Catalog and Informix dbaccess Utility are described in the follo
80. modified Press Enter to exit this screen and Installati iG lete 3 Saree Up te return to the APM Main Menu Press Return Ys y Page 12 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual After Installation HCS Configuration MCS Configuration INSTALLATION 8 CONFIGURATION The Console Stats application can be used with the Hospitality Center System HCS or Medical Center System MCS applications If Console Stats is to be used with either of these applications perform the following steps as appropriate If HCS is to be used with Console Statistics then HCS must be configured as follows Step 1 Step 2 Step 3 Step 4 Step 5 Halt all HCS applications Add the following line to oai app hcs cfg Matcsii cfg oai app stats cfg api cfg Create a file called oai app hcs cfg Mserver cfg and insert the following line oai app stats cfg api cfg Use the APM Administrator to set the User Defined 13 value of all HCS_ServerX applications HCS_Serverl HCS Server2 etc to the following oai app hes cfg Mserver cfg Restart all HCS applications If MCS is to be used with Console Statistics then MCS must be configured as follows Step 1 Step 2 Step 3 Halt all MCS applications Add the following line to oai app mcs menus Mcs cfg oai app stats cfg api cfg Create a file called oai app mcs menus Mserver cfg and insert the foll
81. n a field Right Arrow Move right one character field Backspace Move left one character in a field then delete the character Delete Delete the current character in a field Home Move to the first character in a field Move to the first line in a scrolling window End Move to the last character in a field Move to the last line in a scrolling window Page Up Move up one page in a scrolling window Page Down Move down one page in a scrolling window Page 20 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INSTALLATION amp CONFIGURATION Main Menu Following the Console Stats login the Console Stats Main Menu will be displayed Figure 2 1 EE Statistics Apr 30 1999 02 50 10 Me xxx Main Menu xxx Report Formats Report Generation Automated Report Generation Report Viewing Route Groups Station Groups Quit Use the UP and DOWN Arrow keys to make a selection then press lt ENTER gt Le y Figure 2 1 Main Menu Screen Console Stats call processing reports can be designed with statistics to be computed by hour or by day over a definable range of time or for today only For example Console Stats can calculate the amount of time out of every hour that all logged in and active attendants spent talking to callers over the past week The format for this report would contain these settings Time Interval Hourly Statistic Total Talk Time The range of time set for this format
82. n at the bottom of the screen and press Enter The Console Stats Main Menu Figure 5 1 will now be displayed NDA 30122 Revision 1 Page 53 AUTOMATED REPORT GENERATION Attendant Console Statistics Operations Manual Generating Automated Reports Cont Modify an This procedure will modify an existing automated report schedule and parameters Automated Report Follow the steps to modify a report schedule Step 1 From the Console Stats Main Menu Figure 5 1 select the Automated Report Generation option and press Enter The Automated Report Generation screen Figure 5 2 will be displayed The Automated Report Generation screen shows a listing of all currently scheduled reports by scheduled date time report type and report title re ports scheduled by the Set function see Set a Report Schedule Step 2 At the Automated Report Generation screen use the UP and DOWN arrow keys to select the automated report to modify and press Enter Note More than one automated report can be selected Highlight each desired report to modify and press Enter Continue this to select any additional reports to mod ify Step 3 With the automated report s selected use the Tab key to select the Modify option at the bottom of the screen and press Enter The Modify an Automated Report window Figure 5 5 will be displayed The Report Title field will verify the report selected in Step 2 xxx Modify An Automated Report xxx Event Type Weekly
83. n the specified route group orto stations in the specified station group Outbound Average Duration The average time that all attendants spent connected to an outbound caller over routes in the specified route group or over stations in the specified station group Outbound Minimum Duration The shortest time that all attendants spent connected to an outbound caller over routes in the specified route group or over stations in the specified station group Outbound Maximum Duration The longest time that all attendants spent connected to an outbound caller over routes in the specified route group or over stations in the specified station group Page 26 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT FORMATS Using Report Formats Cont Intervals of Statistics Example Reports Procedure Overview Every report format must include the interval during which the statistics are calculated The interval can be designated as hourly daily or the current day and does not include the specific dates or times Those are named when the report is actually generated See Report Generation option on the Console Stats main menu e Hourly Hourly reports calculate statistics every hour for every attendant or queue during the time period shown in report generations e Daily Daily reports calculate statistics for every attendant or queue during the day shown in report
84. ndant Console Statistics Operations Manual Page 60 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT VIEWING Chapter 6 REPORT VIEWING The Report Viewing option on the Console Stats Main Menu provides options for on screen viewing of existing reports All display screens windows menus and procedures are described in the following sections of this chapter Using Report Viewing Report Types Use the Report Viewing option to view on screen Attendant Login Statistics Automated and Non Automated types of reports These reports provide information on Attendant activity and call handling statistics Attendant Login Reports Attendant Login Reports show operator login and logout activity from previously designed report formats Each night at midnight an attendant login report is created using data collected for all attendants that have logged in or logged out since the previous night at midnight The report name consists of the text ALOG followed by the month date and hour For example an attendant login report for March 22 has a filename ALOG032200 The current day s attendant report is stored in a file named Today The Today report is updated each time the Attendant Login Reports option is selected from the reports menu Automated Reports Automated Reports show data collected and computed for various call statistics based on previously designed automatic report formats These reports are generate
85. nerator Log Files Screen Step 2 The display shows the available report generator log files listed on the left of the screen At the prompt enter the filename of the report generator log file to view and press Enter The specified report generator log file data will be displayed Figure 9 13 Page 112 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual Log File Display Cont Report Generator Log Files Cont ADMINISTRATION MENU Mon May 24 13 38 1999 a 03 31 99 08 03 31 99 08 03 31 99 08 03 31 99 08 03 31 99 08 04 05 99 04 05 99 04 05 99 04 05 99 04 05 99 04 05 99 04 05 99 04 05 99 04 05 99 13 04 05 99 13 04 05 99 13 04 05 99 13 11 18 21 26 36 39 39 760 760 708 708 708 Search fe na 729 730 730 730 30 49 50 50 50 51 03 40 56 29 00 04 51 02 30 49 52 52 68 110 460 816 160 280 290 580 450 840 010 460 690 100 990 310 810 Top Debug Logging started Attendant Inbound report has been generated attendant Outbound report has been generated Attendant Idle report has been generated Debug Logging stopped Debug Logging started Debug Logging started Debug Logging started Debug Logging started Debug Logging started Debug Logging started Debug Logging started Debug Logging started Debug Logging started Debug Logging started Attendant Hour ly Calls re
86. nistration INSI de cr EAN ENANA de 99 MENTODIONS sscissrerataeni sriranaheteNtadh entilen Retenir attest anis 99 Set Database A es attenant Rennes 100 Name Databas Le de pars dedans dada AAA AAA AA 100 Wate DADA Er ar ee aE SESE DEERE B44 884 ROE PAA AA 101 Remove DAGGER ss ico ohare enced ins te Sea dan ORES SSeS AAA 102 Build Database INIA kooks Abe howe dd RARO AR AAA AAN 103 Erase Database INE ces AAA 104 DIST TAS COI rior e rr AAA RRA ARA AA 105 Update System LADO raras A AAA AAA 106 IM dbaccess INIG pa AG ANAK Rs ame AIRIS 107 L g File DISpIay 445064 eo cari AAA AAA RMS ORE NGA 108 Log File TAI Mo PAA TO PAA AP PAA AD 108 Ce LAP PARA APA AA AA AA 108 Menu Log FIOS aaa ARA RA REGAL ENG 109 DOON CLONE pa ierte denied AIDA 110 Report Generator Log PIB xx aa ransesainenter 0004s RoE KE PAA ENE KALA KE LAG KAI 112 NDA 30122 Revision 1 Page iii CONTENTS Attendant Console Statistics Operations Manual Page o ED A AA AA APA PA E 113 e Log Files A tin Cats pigment me cacao 115 ar ii A A 116 Farolor Log A A 118 ce ED AA PA AA AA AAP AA race 119 ee PP ee oe A node 121 Enter UNIX Sye AAA 121 AA A PA Ehin reies 121 Bais AA AAE EE APA AA AA 122 Appendix EXAMPLE REPORTS cocoa daras cece us A1 Attendant Login ON na kaa KARLA RENA LAKAD AR ceeacieateeieeeeteeiee eee ee hess A1 ts E AAA A1 Attendant Current Calls Report ba nada GARA reiedictacviestdecee nd gueeaecs A2 Attendant ed AMA A2 Attendant Daily Times Reprises bar
87. nization Chapter 9 describes special functions and their procedures available at the Console Cont Stats Administration Menu Appendix Example Reports The appendix shows selected example reports and formats that can be generated Page 4 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INSTALLATION amp CONFIGURATION Chapter 2 INSTALLATION amp CONFIGURATION This chapter provides a step by step description of the installation configuration and Main Menu functions for Console Stats Before proceeding with the configuration ensure that the SCO UNIX operating system and the Applications Manager APM platform software are installed on the system The Applications Manager Operations Manual provides detailed instructions for using the APM menus and for completing the data entry screens illustrated in this manual NEAX2400 IMS system manuals provide the procedures for making the data assignments at the NEAX MAT Before Installation Before installing Console Stats the following two procedures must be performed Informix Database The Informix On Line database application must be installed on the UAP before Installation Console Stats can run Since the installation scripts will attempt to create the application database it is a good idea to install Informix before installing Console Stats Informix may already be installed if one of the following is true HCS or MCS is currently installed and running e The
88. ociated Hot Key displayed in BOLD NDA 30122 Revision 1 Page 73 ROUTE GROUPS Attendant Console Statistics Operations Manual Route Groups Menu Step 1 From the Console Stats Main Menu Figure 7 1 use the Up and DOWN arrow keys to highlight to select the Route Groups option and press Enter attendant Statistics May 03 1999 10 11 24 at N xxx Main Menu xxx Report Formats Report Generation Automated Report Generation Report Viewing Route Groups Station Groups Quit Use the UP and DOWN Arrow keys to make a selection then press lt ENTER gt ds y Figure 7 1 Main Menu Route Groups Selection Step 2 The Route Groups screen will be displayed Figure 7 2 The screen shows all existing route groups Route Group screen options are described in detail in the following sections of this chapter ri Attendant Statistics May 13 1999 12 08 53 aa xxx Route Groups xxxk Name Route First Trunk Last Trunk CCIS Trunks 001 001 025 E911 Trunks 009 001 005 TIE Trunks 1 010 001 005 TIE Trunks 2 010 006 010 TIE Trunks 3 010 011 015 TIE Trunks 4 010 016 020 TIE Trunks 5 010 021 025 WATS Trunks 002 001 010 Top Add Find Modify Delete Print Exit Figure 7 2 Route Groups Screen Page 74 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ROUTE GROUPS Route Groups Adding a Route Group This procedure will create a new route group Follow the steps
89. ogin report build successful foai log stats arpts sweep successful foai log stats narpts sweep successful foai log stats Irpts sweep successful foai log stats sweep successful foai app stats tmp sweep successful attlog sweep successful atty sweep successful callprc sweep successful attrun sweep successful querun sueep successful rterun sueep successful starun sueep successful rtegrp sueep successful stagrp sueep successful systables catalog update successful Debug Logging stopped Bottom Print AutoScroll Command Quit Na y Figure 9 17 Patroller Log Files Data Screen The Patroller Log File Data screen shows the data log entries for the specified patroller log file Screen Options Various options are available at this screen e Search e Command e Print Top Bottom Use the Search option to find specific text in the file Press the S key and press Enter At the prompt enter the text value to search and press Enter The found text will be shown on the screen in highlight All occurrences of the found text will be shown Use the Top option to move to the beginning of the file and the Bottom option to move to the end of the file Press the T or B keys and press Enter The UP and DOWN arrow keys can also be used to scroll the file line by line Use the Command option to enter commands directly in the UNIX environment Press the C key and press Enter to access UN
90. ons MCS and HCS applications may be configured to collect events for Console Stats or the Attendant Monitor application may be used when attendant consoles are used in a stand alone environment NDA 30122 Revision 1 Page 1 INTRODUCTION Attendant Console Statistics Operations Manual Event Collector Console Statistics Components Automated Report pm Reports MCS Generator or HCS gt Logger Administrator or Attendant Monitor Informix Database The Event Collector detects events generated by the attendants and the PBX then sends messages to the Console Stats Logger application The Logger parses the messages and saves the statistic data in an Informix Database The data in the Informix Database is used by the Console Stats Administrator and Automated Report Generator applications to build reports that can be viewed or printed by the Administrator application Page 2 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INTRODUCTION How To Use This Manual Manual Organization This manual describes the various screens windows and functions for the configuration and operation of Console Stats Examples of displayed screens and step by step procedures are shown in the following chapters The procedural steps to perform a given task Adding a Report Format are given in sequence and marked as shown b
91. or Console Stats For a new installation type T and press Enter The installation of files will now begin Installation Options I nstall U pgrade If performing an upgrade type U and Kaharap aan be eee press Enter If you wish to Cancel the installation at this time type C and Enter Option press Enter Page 8 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual m America Console Statistics Wed Oct A Creating installation directories Creating backup directories Ge America Console Statistics Wed Oct AN Super User root privileges are required to create the Console Statistics user accounts Please enter the Super User Password Removing the old Console Statistics user accounts Creating the stats user account Deleting the password for user stats Password change is forced for stats Creating the statsadm user account Deleting the password for user statsadm Password change is forced for statsadm Configuring Informix to go on line when the system is booted stalling the ansi_nec terminal information y Gs America Console Statistics Wed Oct AN Installing login scripts Installing APM database files Installing config files Installing executable files Updating APM Configuration files e BY INSTALLATION amp CONFIGURATION Screen messages show the installation
92. orts in the left window The right window shows the current detail settings for the report highlighted in the left win dow Continue to Step 3 on the next page Page 32 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT FORMATS Attendant Queue Route amp Station Report Formats Cont Finding a Report Step 3 Use the Tab key to select the Find option at the bottom of the screen and Format Cont press Enter The Find a Report Format window will be displayed Figure 3 6 xxx Find A Report Format xxx Find By Title Title Title Identifier Ok Clear Figure 3 6 Find A Report Format Window Step 4 At the Find By field use the UP and DOWN arrow keys to select either Title or Identifier from the pop up window and press Enter If Title is selected the Title field will be displayed Enter the report title to be found The character may be used as a wildcard at the end of the string Example Bob will find the first report with a title that contains Bob as the first three characters of the report title If Identifier is selected the Identifier field will be displayed Enter the report identifier to be found Step 5 When the Title or Identifier has been entered use the Tab key to select the Ok option at the bottom of the screen and press Enter A search will now begin for the specified report Ifa match is found the Find a Report Format window is popped down The At
93. owing line oai app stats cfg api cfg Continue to Steps 4 and 5 on the next page NDA 30122 Revision 1 Page 13 INSTALLATION amp CONFIGURATION Attendant Console Statistics Operations Manual MCS Configuration Step 4 Use the APM Administrator to set the User Defined 10 value of all Cont Mcs_ServerX applications Mcs_Serverl Mcs Server2 etc to the following oai app mcs menus Mserver cfg Step 5 Restart all MCS applications Proceed to the next page to configure the APM and various components Page 14 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INSTALLATION amp CONFIGURATION Application Configuration Since Console Stats is internally supported by the APM its two components must be configured in the APM environment This section provides the information that must be entered into the APM configuration file Console Stats is set up in the APM system using the Add function of the Application Configuration option on the APM System Administration menu A Note on Selecting Commands In the following procedures a step may call for pressing the Tab key to select a command It may be necessary to press the Tab key multiple times in order to select the specific command When reading a step understand to press the Tab key as needed to select the specified command APM System Follow the steps to configure the APM system for Console Stats Configuration Step 1 Enter the APM op
94. p 5 If finished with the Report Viewing function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Console Stats Main menu Figure 6 1 Page 66 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT VIEWING Viewing Reports Cont Viewing an This procedure will display on screen an Automated type of report The report Automated Report fields and data displayed will be based on the previously designed report formats Follow the steps to view an Automated Report Step 1 From the Console Stats Main Menu Figure 6 1 select the Report Viewing option and press Enter The Report Viewing menu screen Figure 6 2 will be displayed Step 2 From the Report Viewing menu Figure 6 2 select the Automated Reports option and press Enter The View Automated Reports screen will be displayed Figure 6 5 The screen lists all available automated reports Attendant Statistics May 04 1999 05 44 40 PM xxx Automated Reports xxx File Name Report Title Last Modified ADCLO42700 Attendant Daily Calls 04 27 1999 12 00 AM ADICO42700 Queue Daily Inbound Calls 04 27 1999 12 00 AM ADINO42700 Queue Daily Inbound Wait 04 27 1999 12 00 AM ADOB042700 Queue Daily Outbound 04 27 1999 12 00 AM ADTM042700 Attendant Daily Times 04 27 1999 12 00 AM Top View Report Exit Figure 6 5 View Automated Reports Screen NDA 30122 Revision 1 Page 67 REPOR
95. played Figure 9 15 Page 115 NDA 30122 Revision 1 ADMINISTRATION MENU Log File Display Cont Statistic Logger Log Files Cont Attendant Console Statistics Operations Manual Mon May 24 13 37 1999 EN i logger dbg BEGINNING OF DATA au toRepor tD ir non utoReportDir loginReportDir logDir repor tGenera tor inform ixDbName storageHax queryHax attendantF lag queueF lag 04 27 99 17 06 20 350 Debug Logging started 04 27 99 17 06 20 490 configuration database dump 04 27 99 17 07 21 110 Debug Logging stopped 05 06 99 11 05 22 750 Debug Logging star ted Search Top Bottom Command Print AutoScroll Quit oai log stats arpts foai log stats narpts oai log stats irpts oai log stats foai app stats bin rptgen statsdb re 50 4 y Na y Figure 9 15 Statistic Logger Log Files Data Screen The Statistic Logger Log File Data screen shows the data log entries for the specified statistic logger log file Screen Options Various options are available at this screen e Search e Top Bottom e Command e Print Use the Search option to find specific text in the file Press the S key and press Enter At the prompt enter the text value to search and press Enter The found text will be shown on the screen in highlight All occurrences of the found text will be shown Use the Top option to move to the beginning of the file and the Bottom o
96. port Title Report Type Interval Identifier Ok Clear Exit Figure 5 3 Set a Report Schedule Window Step 3 At the Event Type field use the UP and Down arrow keys to select the event type and press Enter The values Hourly Daily Weekly or Month Date can be selected Hourly events occur once per hour Daily events occur once per day eWeekly events occur on one or more weekdays eMonth Date events occur on all days within a specific month once a month on a specific date or once a year on a specific month and date Page 50 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual AUTOMATED REPORT GENERATION Generating Automated Reports Cont Set a Report Schedule Cont Step 4 Step 5 Step 6 Note Step 7 Step 8 Step 9 At the Time field enter the time the report will be generated Hourly reports use the format MM where MM specifies the minutes 00 59 All other reports use the format HH MM XX where HH specifies the hour 01 12 MM specifies the minutes 00 59 and XX specifies AM midnight to noon or PM noon to midnight When the time has been entered press Enter If the Event Type Weekly is selected in Step 3 the Weekdays field will be displayed This will set the day s of the week the report will automatically be generated A Yes No field is displayed for each day of the week The values Yes and No can be selected using the UP and DOWN arrow keys and p
97. port has been gener Attendant Hourly Times report has been gener Bottom Command Print uto3croll ated ated Quit Na y Figure 9 13 Report Generator Log Files Data Screen The Report Generator Log File Data screen shows the data log entries for the specified report generator log file Screen Options Various options are available at this screen Search Top Bottom Command Print Use the Search option to find specific text in the file Press the S key and press Enter At the prompt enter the text value to search and press Enter The found text will be shown on the screen in highlight All occurrences of the found text will be shown Use the Top option to move to the beginning of the file and the Bottom option to move to the end of the file Press the T or B keys and press Enter The UP and DOWN arrow keys can also be used to scroll the file line by line Use the Command option to enter commands directly in the UNIX environment Press the C key and press Enter to access UNIX Enter the appropriate UNIX command at the prompt and press Enter Type P and press Enter to select the Print command At the prompt type F to print the whole file or S to print just the screen and press Enter Press Esc to return the cursor to the command line cancelling the print request NDA 30122 Revision 1 Page 113 ADMINISTRATION MENU Attendant Console Statistics Opera
98. ption to move to the end of the file Press the T or B keys and press Enter The UP and DOWN arrow keys can also be used to scroll the file line by line Use the Command option to enter commands directly in the UNIX environment Press the C key and press Enter to access UNIX Enter the appropriate UNIX command at the prompt and press Enter Type P and press Enter to select the Print command At the prompt type F to print the whole file or S to print just the screen and press Enter Press Esc to return the cursor to the command line cancelling the print request Page 116 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Log File Display Cont Statistic Logger Screen Options Cont Log Files Cont Autoscroll The reflects real time activity in the file when it is in AutoScroll mode Press the A key and press Enter to toggle the AutoScroll option on and off In AutoScroll mode shown by the notation A S in the bottom right corner of the screen new messages are scrolled onto the screen as they occur and are added to the file e Quit The Quit option exits the Menu Log File Data screen and the Menu Log File menu is displayed Press the Q key and Enter to exit this screen NDA 30122 Revision 1 Page 117 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Log File Display Cont Patroller Log Files The Patroll
99. re will apply filter parameters to the reports displayed on the Automated Report Automated Reports screen Step 1 From the Console Stats Main Menu Figure 5 1 select the Automated Report Generation option and press Enter The Automated Report Generation screen Figure 5 2 will be displayed Step 2 The Automated Report Generation screen shows a listing of all currently scheduled reports by scheduled date time report type and report title Use the Tab key to select the Filter option at the bottom of the screen and press Enter The Filter Events window Figure 5 4 will be displayed xxx Filter Events xxx Filter By All Figure 5 4 Filter Events Window Step 3 At the Filter By field use the UP and Down arrow keys to select the filter parameter and press Enter The values All Today Date or Weekday can be selected All is the default and lists all automated reports Today lists reports scheduled for today Date lists all reports scheduled for a specific date eWeekday lists all reports scheduled for a weekday Step 4 If the Filter By value is set to Date the Date field will be displayed It specifies the date that will be used to filter the data in the Automated reports window The date format used is MM DD YYYY where MM specifies the month 01 12 DD specifies the day 01 31 and YYYY specifies the year When the date has been entered press Enter Page 52 NDA 30122 Revision 1 Attendant Console Statistics Operat
100. red UNIX command Exit UNIX System When ready to exit the UNIX operating system enter statsadm and press Enter to return to the Console Stats Administration Menu NDA 30122 Revision 1 Page 121 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Logout The Logout menu option will exit the Console Stats Administration Menu From the Administration Main Menu Figure 9 1 press the L key and press Enter to select the Logout option The Console Stats Administration Menu will exit Page 122 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual EXAMPLE REPORTS Appendix EXAMPLE REPORTS This appendix shows some selected example reports that can be generated Generated reports will vary from the examples shown depending on the specific reports statistics and time intervals selected Attendant Login Report ttendant Login Reports Hay 13 1999 Operator i Duration JONES 05 12 1999 06 12 42 PH 05 12 1999 06 14 18 PH 0000 01 36 HCS 05 12 1999 06 07 10 PH 65 12 1999 06 07 16 PH 0000 00 06 SHITH 05 12 1999 06 09 32 PH 09 12 1999 06 12 35 PH 0000 03 03 Attendant Current Times Report xxx Attendant Current Times xxx Starting 05 12 1999 06 00 PH Ending 05 12 1999 07 00 PH Date 05 12 1999 Attendant JONES Inbound Outbound Inbound Outbound Talk Talk Idle Talk Talk Idle Percent Percent Percent 00 00 47 36 464 00 00 35 00 00 14 00 00 47 36 464 14 58 48 967 NDA 301
101. ressing Enter If the Event Type Month Date is selected in Step 3 the Month and Date fields will be displayed The Month field specifies the month the report will be generated The values Any and 1 12 and can be selected using the UP and DOWN arrow keys and pressing Enter The Date field specifies the date the report will be generated The values Any and 1 31 and can be selected using the UP and DOWN arrow keys and pressing Enter The fields of the Automated Report Generation screen can be cleared anytime Using the Tab key select the Clear option and press Enter All screen fields will be cleared At the Report Titles field use the UP and DOWN arrow keys to select an existing unscheduled report to be automated and press Enter The Report Type Interval and Identifier fields will be filled in from the report format database information When all fields have been completed use the Tab key to select the Ok option at the bottom of the window and press Enter Automated report generation is now scheduled and a status message will display near the bottom of the screen If finished with the Automated Report function use the Tab key to select the Exit option at the bottom of the screen and press Enter The Console Stats Main Menu Figure 5 1 will now be displayed NDA 30122 Revision 1 Page 51 AUTOMATED REPORT GENERATION Attendant Console Statistics Operations Manual Generating Automated Reports Cont Filter an This procedu
102. rmat with a Current interval cannot be set for automatic generation Note Automated Reports collect data from the time when the Automated Report is first set Whenever the report is scheduled to printout it will contain data starting at the time the report was first set If a report is needed with past data a report can be manually generated The overall sequence for generating an automated report is the following e First select the report format from the existing report formats as described in Chapter 3 Next is to set the schedule for the automated report Report statistics are generated only for attendants who are logged on during the specified range of time That is if a report is generated for a 36 hour period and an attendant is logged in during two eight hour shifts within that period statistics for that attendant reflect only the two eight hour shifts Statistics for queue reports are generated and printed only for those call queues that received calls during the range of time named during report generation Call queues that were idle during the period covered by the report do not appear on the report Note A report must be displayed printed or saved If none of these actions is shown for the report it is not generated and an error message is displayed Since reports formatted with a Current interval compute statistics for the present day these reports cannot be automatically generated They must be generated from the R
103. route group and station group activity The statistics can be calculated by the hour day or for the current day up until the current time The design process involves naming the report selecting the statistics it is to contain and naming the time interval by which those statistics are to be calculated Once formatted a report can be generated from the Main Menu to reflect statistics calculated from call processing data collected during a previous time period or scheduled for automatic generation either once in the future or on a recurring basis 1 e Monday morning at 1 00 a m every week and month of the year Report data is collected for a configurable length of time The list of statistics available through Console Stats during report formatting is extensive and includes totals percentages ranges and averages calculated from such things as number and types of calls queued and answered connected and idle periods calls waiting in queue for available operators and abandoned calls Console Stats retains all saved reports whether formatted and generated through the menus or routinely produced by Console Stats for a configurable period during which time they can be displayed and printed from a Main Menu option Interface to other OAI Applications Console Stats requires an external application to act as an Event Collector The figure on the following page illustrates how the Console Stats components interface with other OAI applicati
104. rt Title field will verify the report selected in Step 2 xxx Cancel An Automated Report xxx Month Date SMTWTFS Time Daily 07 00 PH Report Title Attendant Daily Calls Report Type Attendant Interval Daily Identifier ADCL Ok Ok To All Next Exit Figure 5 6 Cancel An Automated Report Screen Continue to Step 4 on the next page Page 56 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual AUTOMATED REPORT GENERATION Generating Automated Reports Cont Cancel an Step 4 To cancel the displayed automated report use the Tab key to select the Automated Report OK option at the bottom of the screen and press Enter The displayed Cont automated report will be canceled Note To not delete the displayed automated report select the Next option at the bottom of the screen and press Enter The next automated report marked for deletion will be displayed f more than one automated report was marked to cancel Step 2 a new Cancel an Automated Report screen will now be displayed for the next report selected to cancel Repeat as necessary for all selected reports to cancel Asan option if multiple automated reports have been selected to cancel select the Ok To All option at the bottom of the screen and press Enter A window will pop up to confirm or cancel the cancel step If con firmed all reports selected Step 2 will be canceled Otherwise no re ports are canceled Step 5 If
105. s 226 tape block x os eSta PAS all etc swpca ytes ape blocks release media diskettes have been x 0ai app consoleStats install etc swpatt1 Z 114652 bytes 224 tape blocks Joss One x oai app consoleStats install bluebars1 Z 562 bytes 2 tape blocks processed Type n for any additional x oai app consoleStats install bluebars2 Z 343 bytes 1 tape blocks diskettes for Console Stats When all x oai app consoleStats install stats_ins Z 5263 bytes 11 tape blocks diskettes have been loaded type y x oai app consoleStats install createAccounts Z 947 bytes 2 tape blocks x oai app consoleStats ins 2050 bytes 5 tape blocks yes and press Enter x oai chksum_ app 5259 bytes 11 tape blocks Note The number of bytes tape blocks N pas all release media been loaded y or n y y and or files may vary from this example a APM installation begins processing all OAI Platform is at revision 5 for machine i386 May 22 1996 Rel2 3 of the Console Stats installation files and checking them for correctness The screen indicates the status of this consoleStats Revision 6machine type i386 Version Ver3 1 0 Processing please wait i E Validating installed files installation Validation Completed Note Some revisions and dates may vary from this example Looking for installation scripts Installing the Release Files Processing files Na y fE America Console Statistics Wed Oct 31 ES Select the installation option f
106. s When the build is complete press Enter NDA 30122 Revision 1 Page 103 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Database Administration Cont Erase Database Typically it will only be necessary to use Erase Database Indexes option on the Indexes Database Administration menu when the database has become corrupted When the indices are erased the Build Database Indices option is required to re make the indices Step 1 From the Database Administration menu Figure 9 2 press the E key and press Enter The Erase Database Indices screen Figure 9 6 will be displayed Pa Erase Database Indices Erasing indices for database statsdb Finished erasing database indices Press Return to continue a y Figure 9 6 Erase Database Indices Screen Step 2 The display will show the status of the erase database indices process When the erase is complete press Enter Note Itis necessary to re build the database indices before using the database Use the Build Database Indices function described in this chapter Page 104 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Database Administration Cont Display Table The Display Table Count option on the Database Administration menu is used to Count list the internal database tables and to display a count of the records each contains Step 1 From the Database Administration m
107. s Enter The Find Text window will be displayed Step 3b At the Search String prompt enter the desired search text and press the Enter key Press the Enter again to select Ok The cursor moves to the specified text in the View report scrolling window If no matching text is found a message will be displayed at the bottom of the screen Page 68 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT VIEWING Viewing Reports Cont Viewing an Automated Report Cont Printing Text Option Specific text can be printed from a viewed report From the View Report screen Figure 6 6 follow the steps to print text Step 3c To print specific text in a displayed report use the Tab key to select the Print option at the bottom of the screen and press Enter The Print Report window will be displayed Step 3d At the prompt select the data to print Screen Only or Entire File and press the Enter key Use the Tab key to select Ok and press Enter The selected data will be output to the designated printer device Exit Automated Report Screen Step 4 If finished with the Automated Report screen use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Report Viewing screen Figure 6 2 Step 5 If finished with the Report Viewing function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Console Stats Main menu Figure
108. screen and press Enter The selected route group will now be sent to the printer device or to the UNIX file if designated in Step 5 Note This route group can be cleared at anytime by selecting the Clear option at the bottom of the screen Using the Tab key select the Clear option and press Enter All fields will be cleared on the Route Group window Step 8 If finished with the Route Groups function use the Tab key to select the Exit option at the bottom of the screen and press Enter The Console Stats Main Menu Figure 7 1 will now be displayed Page 84 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual STATION GROUPS Chapter 8 STATION GROUPS The Station Groups option from the Console Stats Main Menu provides options to define new station groups find a group modify and delete groups Station group information can also be printed All display screens windows menus and procedures are described in the following sections of this chapter Using Station Groups Procedure Overview The overall sequence for station groups is the following e Define a new station group e Existing station groups can be modified deleted and printed The specific step by step procedures for all these functions are described in the next sections of this chapter A Note on Selecting Commands Inthe following procedures a step may call for pressing the Tab key to select a command It may be necessary to press the Tab
109. splayed route group use the Tab key to select the Next option at the bottom of the screen and press Enter The next route group marked for deletion will be displayed If more than one route group was marked to delete Step 2 a new Delete a Route Group window will now be displayed for the next route group selected to delete Repeat as necessary for all selected route groups to de lete As an option if multiple route groups have been selected for deletion use the Tab key to select the Ok To All option at the bottom of the window and press Enter A window will pop up to confirm or cancel the delete If confirmed all route groups selected Step 2 will be deleted If canceled no route groups will be deleted CAUTION Be sure the selected route groups are really to be deleted Double check the selections their is no recovery from this route groups delete If finished with the Route Groups function use the Tab key to select the Exit option at the bottom of the screen and press Enter The Console Stats Main Menu Figure 7 1 will now be displayed Page 82 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ROUTE GROUPS Route Groups Cont Printing a Route This procedure will print an existing route group Follow the steps to print a route Group group Step 1 From the Console Stats Main Menu Figure 7 1 select the Route Groups option and press Enter The Route Groups screen Figure 7 2 will be displa
110. stics Operations Manual CONTENTS Page PIO TSI OMR sn LAN ei ni DRE et Ie IN ariba 71 Te poa eee te ee ek once ect oc do tu 72 Exit Non Automated Report Screen ss isssmscesseteesestosretiesisen snnss ss 72 Ghapter 7 ROUTE GROUPS css nc ot cerrar sa 73 Veng Route GOUD Shor arrr ten Rene an ERAS A AER RA 73 E 3 ssisubertanta iatclesr star A 73 pone Groups NENG Les ined e te kien met RR rien den Reese RITES ce 74 Fous GUNS eerror ieri reao NAAA AAA AAA AAA 75 FOCI a Raute APA ta nina Ten TEE RIERA RARA RARA 75 Finding a Route GUP eies esisatasesvesiidec snpasasadiaeinedaiepasen PAAR ROD 77 Modiying a ROLE SOUP is 79 DSISUAO a Route GOUD naa autant drain ARA AA 81 Priming a Route GOUD ua PAA KAKA Re TRES N RS DATI EERIE EERE ea eS 83 Chapter 8 STATION GROUPS rr rriricarrrn ar AREA RARA 85 RO A CSA as 85 eo A A IA 85 Staton Groups Menu ssl Le PAA Se 86 o A A ot 87 Adding a Stalon GOUD es eue he Re caviar a KA 87 Finding a Station GOUD oeaks ea aa iaia i state ie etes Dose dbtene 89 Modifying a Stati n Us serci PAP PA voces igeeese 91 DNA a UI SRE ddant de is Rd E AA 93 Printing kCES LoL GOUD sraon eiere PRA r e AY o N EAEE a e h 95 Chapter 9 ADMINISTRATION MENU 97 Using NG Amina etre METI sus cri AAA p re 97 Eo A AT PAA E 97 Main Moru DOING sr canina AA AAA AAA ANS 97 Database SONI I isan a eke Ras NARA SR DARA ARANA Eee 98 Procedure CEST veria AN AA s aid DOES 98 Database Admi
111. t Details xxx Route Current Outbound Interval Daily Route Daily Outbound Identifier RGDO Route Hour ly Outbound Stat 1 Outbound Maximum Duration Stat 2 Outbound Minimum Duration Stat 3 Outbound Average Duration Stat 4 Outbound Calls Placed Stat 5 None Stat 6 None Top Add Find Hodify Delete Print Exit pl y Figure 3 7 Example Route Reports Screen Note The specific reports screen shows all existing reports in the left window The right window shows the current detail settings for the report highlighted in the left win dow Step 3 At the specific reports screen use the UP and DOWN arrow keys to select the report format to modify from the left Report Titles window More than one report format can be selected Highlight each desired re port format to modify and press Enter Continue this to select any addi tional report formats to modify Page 34 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT FORMATS Attendant Queue Route amp Station Report Formats Cont Modifying a Report Step 4 With the report format s selected use the Tab key to select the Modify Format Cont option at the bottom of the screen and press Enter The Modify a Report Format window Figure 3 8 will be displayed xxx Modify A Report Format xxx Title Attendant Current Calls Interval Current Identifier ACCL Statistic 1 Inbound Calls Answered Statistic 2 Ou
112. tbound Calls Placed Statistic 3 Inbound Average Duration Statistic 4 Outbound Average Duration Statistic 5 Inbound Maximum Duration Statistic 6 Outbound Haximum Duration Ok Clear Exit Figure 3 8 Modify A Report Format Window Step 5 If needed modify the Interval field selecting between Hourly Daily or Current and press Enter Step 6 If needed modify the Identifier field by entering a new unique four character ID and press Enter Step 7 If needed modify the Statistic 1 field Select the statistic type from the pop up window and press Enter Then select the associated statistic from the second pop up window and press Enter Repeat this through the remaining Statistics fields to modify Step 8 When modifications to the report format are complete use the Tab key to select the Ok option at the bottom of the window and press Enter to save the changes The specific reports screen will again be displayed If more than one report format was marked to modify Step 3 a new Modify a Report Format screen will now be displayed showing the next report format selected to modify Repeat Steps 5 8 Note Ar anytime BEFORE saving the changes Step 8 the original settings for the se lected report format can be restored Using the Tab key select the Clear option at the bottom of the screen and press Enter The prior settings for the report for mat will be displayed on the screen NDA 30122 Revision 1 Page 35
113. ted report when it is being generated on August 17 1999 would look like this Starting Date 08 17 1999 Starting Time 08 00 AM Ending Date 08 10 1999 Ending Time 08 00 AM The Console Stats Main Menu shows the sequential approach to report production e The first step is to create a format the report giving it a name and identifier for storage and retrieval naming the interval by which its statistics are calculated e g by hour and naming the specific statistics that are to be calculated from call processing data NDA 30122 Revision 1 Page 21 INSTALLATION amp CONFIGURATION Main Menu Cont Main Menu Options Attendant Console Statistics Operations Manual The second step is to generate the formatted report or schedule it for automatic generation Generating the report involves naming the range of time over which the formatted statistics are to be calculated from the call processing data collected for that time for instance over the past three days and showing whether the report is to be displayed printed and or saved Scheduling automatic report generation involves naming a time at which the formatted report will be generated either once or on a recurring basis Lastly formatted and generated reports can be viewed and printed This sequence described above to produce a report is reflected in the Main Menu Figure 2 1 options Report Formats Report Generation Automated Report
114. tendant Reports screen now shows the found report format highlighted in the left Report Titles window and the specified report for mat details displayed in the right Report Details window If more than one match is found each time the Find option is selected the next match will be highlighted Ifa match is not found the Find a Report Format window remains visible and an error message is displayed near the bottom of the screen Step 6 To begin another search repeat Steps 3 5 Step 7 If finished with this specific reports function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Report Formats menu screen Figure 3 2 NDA 30122 Revision 1 Page 33 REPORT FORMATS Attendant Console Statistics Operations Manual Attendant Queue Route amp Station Report Formats Cont Modifying a Report Format This procedure will modify an existing report format Follow the steps to modify a format Step 1 From the Console Stats Main Menu Figure 3 1 select the Report Formats option and press Enter The Report Formats menu screen Figure 3 2 will be displayed Step 2 From the Report Formats menu Figure 3 2 select the desired type of report Attendant Queue Route Station option and press Enter The associated screen will be displayed Figure 3 7 ae Attendant Statistics May 25 1999 61 30 44 O xxx Route Reports xxx xxx Report Titles xxx xxx Repor
115. th a name that contains CCT as the first three characters of the group name Ifno other search values will be entered i e First Station Number use the Tab key to select the Ok option and press Enter Now continue to Step 5 NDA 30122 Revision 1 Page 89 STATION GROUPS Station Groups Cont Finding a Station Group Cont Step 4 Step 5 Step 6 Step 7 Attendant Console Statistics Operations Manual If finding a station group by first station number at the First Station field enter the number of the first station of the group to be found and press Enter Use the Tab key to select the Ok option and press Enter Now continue to Step 5 When all search values have been entered for any one or both of the parameters and the Ok option has been selected a search will now begin for the specified group If a match is found the Find a Station Group window is popped down The Station Groups screen now shows the found station group highlighted on the screen If more than one match is found each time the Find option is selected the next match will be highlighted If a match is not found the Find a Station Group window remains visible and an error message is displayed near the bottom of the screen To begin a new search use the Tab key to select the Clear option and press Enter Repeat Steps 3 5 as needed If finished with the Find a Station Group function use the Tab key to select the Exit op
116. the Primary Configuration Parameters Page 16 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INSTALLATION amp CONFIGURATION Primary From the APM Configuration Entry screen configure each component as follows Configuration All parameters marked with asterisks should be entered exactly as shown The Parameters rest of the entries in the table below are just examples Parameter oe eager Application Name StatPatroller StatLogger Executable Filename oai app stats bin patroller oai app stats bin logger Group STATS STATS Response Mode I gnore I gnore Initialization Batch N o N o Termination Mode T erminate M essage Standard Output dev null dev null Number of Restarts 0 0 Queue Key 112 Parameter Definition Application Name The name to be displayed in the APM menus This name Executable Filename Group Response Mode Initialization Batch Termination Mode Standard Output Number of Restarts Queue Key is displayed as it is entered here i e capital letters lowercase etc The path name of the executable file The group that the component belongs to Make no entry The action that the APM is to take with the component should a member of the group terminate Whether Yes or No the component is to be initialized automatically when the OAI system is initialized How the APM is to notify the component to terminate W
117. the database space and then using the Console Statistics Administration utility to create the database and build the indices WARNING If an Informix database already exists for Console Statistics it will be destroyed before the new database is installed and all data will be lost Do you want to install the Console Statistics Informix database now y n Ne I Status messages show the installation and configuration of the first Console Stats main component At the prompt press Enter to continue the installation Status messages show the installation and configuration of the second Console Stats main component At the prompt press Enter to continue the installation NG i 1 isti 311 TAN NEC America Console Statistics Wed Oct 9 Read this screen message carefully At the prompt type y or n and press Enter Page 10 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual m America Console Statistics Wed Oct TAN Please enter the Informix database space name a statsdbspace You entered statsdbspace is this correct y n I Ga America Console Statistics Wed Oct Re data will be lost Do you want to continue y n a Ready to install Console Statistics Database in statsdbspace WARNING If an Informix database already exists for Console Statistics it will be destroyed before the new database is install
118. time has been entered press Enter At the Display field select Y and press Enter if the report will be displayed to the screen At the Print field select Y and press Enter if the report will be sent to a printer NDA 30122 Revision 1 Page 43 REPORT GENERATION Attendant Console Statistics Operations Manual Generating Reports Cont Generating a Step 6 Atthe Save field select Y and press Enter if the report will be saved to Report Cont a file Step 7 When all fields have been completed use the Tab key to select the Ok option at the bottom of the screen and press Enter Depending on the previous selections the report will now be displayed on the screen sent to a printer or saved to a file Note The fields ofthe Generate a Report screen can be cleared anytime Using the Tab key select the Clear option and press Enter All screen fields will be cleared Step 8 If finished with the Generate a Report function use the Tab key to select the Exit option at the bottom of the screen and press Enter The Console Stats Main Menu Figure 4 1 will now be displayed Page 44 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual REPORT GENERATION Generating Reports Finding a Report to Generate Step 1 Step 2 Step 3 Step 4 This procedure will find a report to generate from existing report formats Follow the steps to find a report From the Console Stats Main Menu Figure 4 1 sel
119. tion at the bottom of the window and press Enter to return to the Station Groups screen Figure 8 2 Page 90 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual STATION GROUPS Station Groups Cont Modifying a Station Group This procedure will modify an existing station group Follow the steps to modify a station group Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 From the Console Stats Main Menu Figure 8 1 select the Station Groups option and press Enter The Station Groups screen Figure 8 2 will be displayed At the Station Groups screen use the UP and DOWN arrow keys to highlight to select the station group to modify More than one station group can be selected Highlight each desired sta tion group to modify and press Enter Continue this to select any addi tional station groups to modify With the station group s selected use the Tab key to select the Modify option at the bottom of the screen and press Enter The Modify a Station Group window Figure 8 5 will be displayed xxx Hodify A Station Group xxx Name Voice Mail First Station 3520 Last Station 3529 Ok Clear Figure 8 5 Modify A Station Group Window If needed modify the Name for the station group and press Enter If needed modify the First Station number of the station assigned to this group and press Enter If needed modify the Last Station number of the station assigned to this group and pr
120. tion from the APM Platform Management menu Step 2 Enter the System Administrator password at the APM password screen Step 3 Select the Application Configuration option from the System Administration menu Console Stats Console Stats has two components that must be configured through the APM Components StatPatroller Clears the database of old records clears directories of old reports and old log files and date stamps the log files StatLogger Logs attendant on line off line login and logout messages It also logs call messages incoming answer abandon recall and release Messages are logged in the Informix database Proceed to the next page to define these components NDA 30122 Revision 1 Page 15 INSTALLATION amp CONFIGURATION Component Characteristics Define the two components exactly as shown in the table Attendant Console Statistics Operations Manual Characteristic StatPatroller StatLogger OAI Application N N CRT Application N N Communication Queue N Y Parameter OAI Application CRT Application Communication Queue Definition Whether Yes or No the component communicates with the NEAX2400 using OAI processes Whether Yes or No the component runs on the same screen as the APM rendering the APM temporarily inaccessible Whether Yes or No the component needs an IPC queue to communicate with other processes Proceed to the next page to set
121. tions Manual Log File Display Cont Report Generator Screen Options Cont Log Files Cont e Autoscroll The reflects real time activity in the file when it is in AutoScroll mode Press the A key and press Enter to toggle the AutoScroll option on and off In AutoScroll mode shown by the notation A S in the bottom right corner of the screen new messages are scrolled onto the screen as they occur and are added to the file e Quit The Quit option exits the Menu Log File Data screen and the Menu Log File menu is displayed Press the Q key and Enter to exit this screen Page 114 NDA 30122 Revision 1 ADMINISTRATION MENU Attendant Console Statistics Operations Manual Log File Display Cont Statistic Logger The Statistic Logger Log Files option is used to access the files that contain process Log Files and error messages occurring during statistic logging Step 1 From the Log File Display screen Figure 9 9 press the S key and press Enter The Statistic Logger Log Files screen Figure 9 14 will be a a displayed Statistic Logger Log Files logger dbg Enter filename y Step Figure 9 14 Statistic Logger Log Files Screen 2 The display shows the available statistic logger log files listed on the left of the screen At the prompt enter the filename of the statistic logger log file to view and press Enter The specified statistic logger log file data will be dis
122. to add a route group Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Note Step 7 From the Console Stats Main Menu Figure 7 1 select the Route Groups option and press Enter The Route Groups screen Figure 7 2 will be displayed From the Route Groups screen Figure 7 2 use the Tab key to select the Add option and press Enter The Add a Route Group window will be displayed Figure 7 3 xxx Add Route Group xxx Name Route 001 First Trunk 001 Last Trunk 001 Ok Figure 7 3 Add a Route Group Window At the Name field enter a name for the new route group and press Enter At the Route Field enter a three digit number to identify the route group and press Enter At the First Trunk field enter a three digit number for the first trunk that will be assigned to this route group and press Enter At the Last Trunk field enter a three digit number for the last trunk that will be assigned to this route group and press Enter The field data can be cleared at anytime by selecting the Clear option at the bot tom of the window Using the Tab key select the Clear option and press Enter All fields will be cleared on the Add a Route Group window When all fields have been completed use the Tab key to select Ok at the bottom of the window and press Enter to save this new route group information If additional route groups will be added at this time use the Tab key to select the Clear option and pr
123. tom of the window and press Enter to return to the specific reports screen Figure 3 3 NDA 30122 Revision 1 Page 31 REPORT FORMATS Attendant Console Statistics Operations Manual Attendant Queue Route amp Station Report Formats Cont Finding a Report This procedure will find an existing report format Follow the steps to find a Format format Step 1 From the Console Stats Main Menu Figure 3 1 select the Report Formats option and press Enter The Report Formats menu screen Figure 3 2 will be displayed Step 2 From the Report Formats menu Figure 3 2 select the desired type of report Attendant Queue Route Station option and press Enter The associated screen will be displayed Figure 3 5 an Statistics May 02 1999 11 39 40 AM LA xxx Queue Reports xxx xxx Report Titles xxx xxx Report Details x xx Queue Current Inbound Calls Interval Current Queue Current Inbound Wait Identifier OCIC Queue Current Outbound Queue Daily Inbound Calls Stat 1 Inbound Calls Received Queue Daily Inbound Wait Stat 2 Inbound Calls Answered Queue Daily Outbound Stat 3 Inbound Calls Abandoned Queue Hourly Inbound Calls Stat 4 Inbound Percentage Answered Queue Hourly Inbound Wait Stat 5 Inbound Percentage Abandoned Queue Hourly Outbound Stat 6 None Top Add Find Modify Delete Print Exit NS y Figure 3 5 Example Queue Reports Screen Note The specific reports screen shows all existing rep
124. ueue Statistics A 1 ASCII Y The only field in this database whose entry should be changed is the Max Days to Keep Records This value reflects the number of days for which attendant data is maintained in the database and can be any number of days from 1 to 730 If you need to change this value use the Database Administration option on the APM System Administration Menu Refer to the APM Operations Manual for more detailed instructions Proceed to the next page to initialize the Console Stats components Page 18 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual INSTALLATION amp CONFIGURATION Initialize The two Console Stats components must be initialized from the APM as follows Components StatLogger Component Follow the steps below to initialize the StatLogger component Step 1 On the APM System Operations Menu select the Non CRT Application Control option Step 2 Use the Initialize command to start up the StatLogger component StatPatroller Component Follow the steps below to initialize the StatPatroller component Step 1 On the APM System Administration Menu select Control Options Step 2 On the Application Selection screen select StatPatroller Step 3 On the Application Control Options screen create a schedule for StatPatroller to automatically initialize every midnight by making the following entries Minute 0 59 Hour of Day 0 23 Day of Month 1 31
125. view Le ce iai iaaa APP AAP 47 Current Time Interval nananana II TA AA ogee 47 Automated Report Generation Menu o 26 c64 dc05e8vin ss deieeeveese Biased heu 48 Generating Automated Reports occiosscinaarisia crisi rd e 50 Set a Report Ogle ese seika aa die ececwbeisideseethcigtuacestsaeceotecee ce 50 Filter an Automated Report o aos ic A ri rc ee 52 OO an Automated PP NP escoria a dd 54 Cancel an Automated Report PA PAR AA e wale 56 Finan Automated Repot Le is ie AA AAP 58 Chapter 6 REPORT VIEWING ic disc KA AG ABAKA AMG BUKANA see 61 Wema Repot ie ren ten el at ARA RARA SERRE NT ER TRANSIT RES 61 Repon LUNGS Las ea AAA EAN AAA at nes OSES 61 ARENAS Logini AROS criada RRA MARA AIR te sas 61 Automated PONG issus GWA PGKA AAA 61 POT UNO REPONS rra AKA EIA AS AREA AAA ARS 61 Procedure CNE pana ra a EA GAN AAA AAA 62 A rene AA 63 WISIN Repas de iia Ud EE P daliers AENA 64 Viewing an Attendant Login Report sere EEE esse eh een notes er iee REE 64 Finding TEM ON paccce ede ae ewes ed rdir nSk n Ae rR TERNE L Geese tes 65 Printing Tex DU one nce Rd ter RARA ANN AA 66 Ext Attendant Login SEEN exa EAN AAA AAA 66 Viewing an Automated Repar 3 nakaw KARA KPAG AGA ALARGADA ETARE es 67 Finding TEN ION ss tics ras ia AA AA A AN NAAA RA 68 Pring FORO COE LS prs Goad le Rd CREER ARA 69 Exit Automated Report Screen csi 69 Viewing A Nom Automated Repol io nam KA ieee AREA CARRERAS 70 Page il NDA 30122 Revision 1 Attendant Console Stati
126. will print an existing report format Follow the steps to print a Format format Step 1 From the Console Stats Main Menu Figure 3 1 select the Report Formats option and press Enter The Report Formats menu screen Figure 3 2 will be displayed Step 2 From the Report Formats menu Figure 3 2 select the desired type of report Attendant Queue Route Station option and press Enter The associated screen will be displayed Figure 3 11 qua Statistics Apr 30 1999 02 17 23 PH A xxx Attendant Reports xxx xxx Report Titles xxx xxx Report Details x xx Attendant Current Calls Interval Current attendant Current Times Identifier ACCL Attendant Daily Calls Attendant Daily Times Stat 1 Attendant Hour ly Calls Stat 2 Outbound Calls Placed Attendant Hourly Times Stat 3 Inbound Average Duration Stat 4 Outbound Average Duration 5 6 Inbound Calls Answered Stat 5 Inbound Maximum Duration Stat 6 Outbound Maximum Duration Top Add Find Modify Delete Print Exit pa y Figure 3 11 Example Attendant Reports Screen Note The specific reports screen shows all existing reports in the left window The right window shows the current detail settings for the report highlighted in the left win dow Step 3 Use the Tab key to select the Print option at the bottom of the screen and press Enter The Print Formats window will be displayed Figure 3 12 xxx Print Formats x R
127. wing sections of this chapter Page 98 NDA 30122 Revision 1 Attendant Console Statistics Operations Manual ADMINISTRATION MENU Database Administration Cont Database From the Administration Main Menu Figure 9 1 press the D key and press Administration Enter to select the Database Administration option The Database Administration Menu menu screen Figure 9 2 will be displayed 4 Console Statistics Administration Menu N Database Administration Set Database Space current statsdbspace Name Database current statsdb Install Database Remove Database Build Database Indices Erase Database Indices Display Table Count Update System Catalog Informix dbaccess Utility Quit Menu Enter Option Na y Figure 9 2 Database Administration Menu Screen Menu Options The Database Administration menu provides these options Set Database Space Change the name of the database space Name Database Change the name of the database e Install Database Create a new database e Remove Database Delete the current database e Build Database Indexes Structure the database indexes by which data is stored and retrieved according to instructions embedded in Console Stats software e Erase Database Indexes Erase the indexes by which data is stored and retrieved e Display Table Count Display the name of each database table and the number of records each contains e Update System Cata
128. y At anytime BEFORE saving the changes Step 8 the original settings for the re port can be restored Using the Tab key select the Clear option at the bottom of the screen and press Enter The prior settings for the report will be displayed on the screen If finished with the Automated Report Generation function use the Tab key to select the Exit option at the bottom of the screen and press Enter to return to the Control Stats Main Menu Figure 5 1 NDA 30122 Revision 1 Page 55 AUTOMATED REPORT GENERATION Attendant Console Statistics Operations Manual Generating Automated Reports Cont Cancel an Automated Report This procedure will cancel an existing automated report schedule Follow the steps to cancel a report Step 1 From the Console Stats Main Menu Figure 5 1 select the Automated Report Generation option and press Enter The Automated Report Generation screen Figure 5 2 will be displayed Step 2 At the Automated Report Generation screen use the UP and DOWN arrow keys to select the automated report to cancel and press Enter Note More than one automated report can be selected Highlight each desired report to cancel and press Enter Continue this to select any additional reports to can cel Step 3 With the automated report s selected use the Tab key to select the Cancel option at the bottom of the screen and press Enter The Cancel an Automated Report window Figure 5 5 will be displayed The Repo
129. yed Step 2 At the Route Groups screen use the UP and DOWN arrow keys to highlight to select the route group to print and press Enter More than one route group can be selected Highlight each desired route group to print and press Enter Continue this to select any additional route groups to print Step 3 With the route groups s selected use the Tab key to select the Print option at the bottom of the screen and press Enter The Print a Route Group window Figure 7 7 will be displayed showing the selected route group to print xxx Print Route Groups xxx Records To Print Current Record Destination Printer Ok Clear Figure 7 7 Print Route Groups Window Step 4 At the Records to Print field use the UP and Down arrow keys to select Current Record Marked Records or All Records and press Enter Step 5 The Destination field specifies how the report will be printed Use the UP and Down arrow keys to select Printer or UNIX File and press Enter Step 6 If the Destination field is set to UNIX File the File Name field will be displayed Enter the file name of the UNIX file that will be created by the print of the selected report format and press Enter NDA 30122 Revision 1 Page 83 ROUTE GROUPS Attendant Console Statistics Operations Manual Route Groups Cont Printing a Route Step 7 To output the route group output to printer or to UNIX file use the Tab Group Cont key to select Ok at the bottom of the

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