GTE Omni Si Database Technical Practices Manual
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TL-130200-1001 FADS, CAS Main/ACD8.2.2 Once the user accesses the CAS Main/A0 Supervisor TransactionsOptions Menu (transaction 83), additional menus and sub-menus are available by entering the correct transaction number. These transactions, along with required Security Level, are listed below. FADS, CAS Main/ACB Recent Change Transactions CATEGORYSECURITY TRANS-TRANSACTION.~.LEVELACTION # FADS - - -1 .- -1- - -1_ - -1- - -1- - -1- - _ -1 - -1- -2- -- -2- __ 45 - -2- -- - -2- _ - -2 CAS Main/ACDSupervisory Recent Change - -1- - -1- - _ -1 -2- -- -2- -- -2- - 2- - - - -2- -l- - - - -1 - -1- 91 92 95 96 93 98 94 77 78 79 72 74 75 76 48 41 42 43 44 45 46 47 71 55 56A-C-D-S 52108187Real-Time Agent Status Display Real-Time System Status Display System Status Report CAS Main/ACD Source Group Report Agent Status Report Trend Report CAS Main/ACD Source Group Calls Report Display All FADS Options Change FADS Collection Period Change FADS Automatic Dump Period Change FADS Automatic Dump Selections Change FADS Data Collection Start Time Initiate a Trend Report Cancel a Trend Report Display Status of Agent Positions Display Status of Agent Positions by Agent Group Display Night Destination of Agent Groups Change the Group/Supervisor of an Agent Position Change the State of an Agent Position Change the Night Destination of an Agent Group Add an Agent Group Delete an Agent Group Display/Change FADS Delay Timing Display Breakdown of all CAS Main/ ACD Trunks by Trunk Numbers Display Breakdown of all CAS Main/ ACD Trunks by Agent Group M-285
TL-130200-1001.~.- --1 -2- -FADS, CAS ~ai~/~C~ Recent Change Transactions (Continued) -. .._:._CATEGORYSECURITY TRANS-LEVELACTION # A-C-D-S 51 52 -2- _ -2- - - --158-2- -59- --167 - --168- --169 -2- -62-2-634 -64-2- _65 -2- - - --181-2- -82- --186-2- -87 - --2 49 - --297- --184-2- -88M-286 818753 54 66Display all CAS MainlACD trunks with a Specific Source Change IS/OS state of a CAS Main/ACDTrunk Change Source Group of a CAS Main/ ACD Trunk Change Primary Destination for a Trunk Group Display Source Messages Change a Specific Source Message Display Trunk Number and Status of all CAS Main/ACD R/ADisplay Delay Routing of all Agent Groups Display Call Waiting Levels of all Agent Groups First Recorded ‘Announcement Second Recorded Announcement Delay or Repetition Timing Change Alternate Routing of an Agent Group Change Call Waiting Levels for an Agent Group. Display a Repertory Dial Key Set Change a Repertory Dial Key Set Display Day/Night Mode Change Day/Night Mode of an Agent Group Send Special Message Send Unique Message Display Special Message Change a Special Message 5210
-.-- -TL-130200-1001 FADS Recent Change8.3 The Force Administration Data System (FADS) collects and stores information for CAS Main and ACD agents, agent groupsor the overall CAS Main/ACD system. Information is stored in the form of reports which can be accessed through FADS Recent Change transactions . .The results of two of these reports - Real Time Agent Status Display (transaction 91) and Real Time System Status Display(transaction 92) - occur on a real-time basis. This means that information displayed exists at the present time and iscontinuously updated. Other reports contain information collected over a specified time period. Periodic intervals are selected by the user and range from 15, 30, 45, or 60 minutes. Daily intervals are also selected by the user and range from 1, 4, 8, 12, or, 24 hours. A periodic report and a daily report can run at the same time. FADS Display Options8.4 The FADS Display Options Menu is accessed through the MenuCAS Main/ACD Supervisor Options Menu. The following stepsare used to access the menu: 1. Select transaction 90 from the CAS Main/ACD Supervisor Options Menu. The system responds: iIIFADS DISPLAY OPTIONS90 i 91) 92) 95) 96) 93) 98) 94) 63) I REAL TIME AGENT STATUS DISPLAYI I REAL TIME SYSTEM STATUS DISPLAYt SYSTEM STATUS REPORTI CAS MAIN/ACD SOURCE GROUP REPORTI I AGENT STATUS REPORTI I TREND REPORTI CAS MAIN/ACD SOURCE GROUP CALLSII GO TO CAS MAIN/ACD SUPERVISOR OPTIONS MENUI I I II IENTER TRANSACTION NUMBER-->IL-------------------------------------------------------------------.I2. Select the correct transaction or sub-menu. 52108187M-287
- -TL-130200-1001 FADS Display8.5 The following paragraphs describe transactions listed in the TransactionsFADS Display Options Menu. The transactions listed here are used to display FADS data for information purposes only. Real-Time Agent Status Display8.51 Real-Time Agent Status Display (transaction 91) lists call-handling information for agents in agent groups at the time of the display. Agents are identified by their agentposition number. The header remains the same while contents is updated to show the status of each agent during normal.~.operations.A CRT is required to display this transaction. r---------------------------------------------------------------------------,IIREAL TfME AGENT STATUS91I I I12:02 08129179I I I POSITIONHSTATEI II ; GRPO1 GRPl : GRP2f GRP3 ; GRP4 %2 013/B020/A 126/O EE 014/B021/W Et111/P 114/B 121/W127lW 003/A 015/B : where; A Position is available for callsI B Agent is busy with an incoming call I 0 Position is out of service; U Position is un-staffed; W A ent is in an after call work state I PA?ET is being initializedi P Agent is using outgoing PABX service004/B 016/A 00%104/B005/B 017/B %r 105/P 117/B :%r 006/U 018/U 106/P 118/U007/B 107/B008/A 108/A M-288 81875210
TL-130200-1001Real-Time System8.5.2 Real-Time System Status Display (transaction 92) lists the Status Displayamount of activity in each agent group at the time of the display. The header remains the same while contents is updated to show system status during normal operations. A CRT is required to display this transaction. r----------------------_____-_-__----______-----------------------------------------l ; REAL TIME SYSTEM STATUS I92I I II II _12:0208129179I I I I #AGT #..### DELTOTALMAXDELAYI I i GRPSTF BUSY WORK AVLOTG#2WAITMIN--SEC MODE i 10-12 8400 22l--O2DI ;1 -7.4030 00O-00DI I 2 7 3031 00o--o0DI I 3 8 3302 46l--l 5D: I 4 12 8400 22l--O2D: ; 5 7 4030 00o--o0D; I 6 7 3031 00o--o0DII 7 6 3300 46l--l 5D-;;TOTAL 66 321464 1216I I II I whereI I I I ! GRP= Agent group numberI : # AGT STF= Number of agent positions staffedI ; # BUSY I= Number of busy agentsII ;#WORK =Number of agents in work stateII I#OTG =Number of agents in outgoing stateII !#AVL= Number of available agentsI I I MAX DELAYI I iDEL#2 == Longest delayed call per agent group I Number of calls waiting for or received R/A #2I I ; TOTAL WAIT= Total number of calls waitingII ;MODE =System mode, day or nightI I II II L----------------------------------------------------------------------------------~ System Status Report8.5.3 System Status Report (transaction 95) lists the amount of incoming and outgoing calls on all CAS Main and ACD agent groups over a period of time selected by the user. Before information is displayed, the user selects Periodic Report with collection periods of 15, 30, 45, or 60 minutes, or Daily Report with collection periods of 1, 4, 8, 12, or 24 hours. r-------------------------------------------------------------------,III ISYSTEM STATUS REPORTI95 i III A)PERIODIC REPORTI II IIIB)DAILY REPORTI ; ENTER THE LETTER OF THE DESIRED REPORT >A.I I L-------------------------------------------------------------------J 52108187M-289
-- -TL-130200-I 001 See Change FADS Periodic Data Report Collection Period (transaction 78) to change time of Periodic Report, and Change FADS Automatic Dump Period (transaction 79) to change time of Daily Report. r---------------------------‘-----------------------------------------, i PERIOD 11:30/l 2:00 I 1 O/l O/79I I II II1SYSTEM STATUS REPORT I I12:021 O/l O/79I I I IAUGAUG AUG AUGI i GRP POSCA#LLCA#LL CAL#LSN#D CA#LL CAL#L AUL ANS HNLD SUL iIIOFRD ANSANS DELABAN OUFL TIME TIME TIMEI I I I I I I I I I II I fI I I I II I I I iI I I I I f I I I I II I I II I f III011112111127111171586II 1686869400 1261482II 25565482019131767II 3440395 ; 2014151571II 611112111127111171586 t /TO; 440395320 14151571 5258858068842 10215121576 ; ENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224) > f whereI I GRP - Agent group numbers ! AUG POS STF - Average positions staffed f # CALL OFRD - Number of calls offered I# CALLS ANS= Number of calls answered : # CALL DEL = ;#2NDDEL =Number of calls delayed > ‘IX” seconds ! # CALL ABANNumber of calls receiving second announcement = Number of calls abandoned : # CALL OUFL= # of calls overflowed to an alternate group : AUG AUL TIME= Average time available ! AUG ANS TIME = Average answer time per call ! AUG HNLD TIME jSUL == Average handle time per call Service level iL-------------------------------------------------------------------,M-290 8f875210
-- -TL-130200-1001 CASACD Source8.5.4 The CASACD Source Group Report (transaction 96) lists Group Reportthe amount of incoming trunk traffic from each source group servicing agent groups over a period of time selected by the user. Before information is displayed, the user selects Periodic Reports with collection periods of 15, 30, 45, or 60 minutes, or Daily Report with collection periods of I, 4, 8, 12, or 24 hours. r------------------------__-________________------------------- - - - - - .I*-I ICAS/ACD SOURCE GROUP REPORT96 i I IA) PERIODIC REPORT I II II IB) DAILY REPORT tIIIENTER THE LETTER OF THE DESIRED REPORT >A.1 IL---_---____---_____------------------------------------------------A r------------^-----__--_______-__---------------------------------------------, iI ; PERIOD 11:30/l 2:001 O/l O/79PAGE 1I III ICAS/ACD SOURCE GROUP REPORT I I 12:021 O/l o/79II tI ISOURCE GRP#CALL #CALL #CALL #CALL %TIME%TlMEI I II #/ IDOFRD ABANANSDELBUSY ATBIIf 654III I I00 III01 III02 II I03 I :II ICHICAGO 1155110 12 ELMHURST821818 ELGIN600604DES PLAINES 381373 iI16 .OAK PARK 341.458 1I491II380I I I I II 4dd III I j DO YOU WISH TO CONTINUE THIS DISPLAY > Y.I I whereI I # CALL OFRD =Number of calls offered to the system ; # CALL ABAN =Number of calls abandoned ;# CALL ANS =Number of calls answered : # CALL DEL =Number of calls delayed ! % TIME BUSY =Percentage that a trunk is busy ; % TIME ATB =Percentage that all trunks are busy i __-__________-__-___---------------------------------------------------------J 52108187M-291
- -TL-130200-1001 I r---‘----------‘----------‘------------------------------------------e------q i PERIOD 11:30/l 2:00i1 O/l O/79PAGE 2I I II IICAS/ACD SOURCE GROUP REPORTIII12:021 O/l o/79I II I ISOURCE GRP #CALL #CALLII#/ ID OFRD ABANI I_. I ..I17/CALUMET1122.I I18/EVANSTON861I-I19IGARY560 I.201.HAMMOND381IiI II I I I31 / ivlT PROSPECT 341. I ITOTAL 846 25110 1265 4 85858 1 564 49 1 37338 0 .3344dd 821 915102III i ENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224) >I I#CALL#CALL %TIME %TIMEANSDELBUSY I L---_----_,---------______,_____________----------------------------------,IM-292 81875210
TL-130200-1001Agent Status Report8.5.5 The Agent Status Report (transaction 93). lists call handlinginformation for individual agents in an agent group collected over a period of time selected by the user. ; PERIOD1 l/30/1 2:001 O/l o/79I I I AGENT STATUS REPORT93I_.12:02I -I AGENT AGT # CALL AVG HNLD 1 O/l o/79 AVG BUSY AVG WORK AVG OTG - :%TIME ; GROUP POS .;AVL I IIIIIII I I I I I I I I I II II I I I I I I I I I I I I I I I I I I I I I I I I I 01 5 4 : G 9 10 112 13 14 15 6117 118 119 120* 7 121” 122” 123” 124* HNLD 56 34 45 t: 59 60 3: 34 71 62 63 45 23 39 61 45 70 z; 4612 :1: ii 11 10 12 16 19 9 :: 15 18 17 12 14 10 14 12 16 TIME 8 12 : 10 6 7 1: 11 7 ii 9 12 13 8 9 5 : 11 TIME 2 z 6 6 t 5 5 6 6 5 TIME 2 1 : 3 0 3 : 5 2 ; 1 6 3 4 1 2 4 3 1 TIME 65 45 56 20s ii;: 47 46 35 47 43 45 56 78 2: 54 63 45 43 57 *AGENT(S) NOT STAFFED FOR ENTIRE COLLECTION PERIOD i ENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224) > i whereI I AGT POS = Agent position ; # CALL HNLD =Number of calls handled ; AVG HNLD TIME= Average handle time for position ’ AVG BUSY TIME = : AVG WORK TIMEAverage busy time for position I AVG ox TIME = = Average work time for position i % TIME AVLAverage outgoing time for position = Percentage of time position is available IIIII , I I I I I II I I I I II II I II I I IIIII II IIII I I II I I II II I I I I , I I III I I I I I I II I I II I I I I , I I III I I I I II I 52108187M-293
r- -TL-130200-1001 Trend Report8.5.6 The Trend Report (transaction 98) lists incoming call information over a period of time by agent group to identifypossible call-handling trends. Collection periods are limited to 24 hours each, but these may be collected for up to seven days. -.. r-------------------------------------------------------------------,I I ITREND REPORT98 ; I12:02 08129179I!I IGROUP #lSTART 08:OO 08/28/79END: 07:30 08/29/79 ; ! TIME AVG POS# CALL #CALL #CALL #CALL MAX DELAYSVL i M-294 i PERIOD / 08:OO ; 08:30 ; 09:oo ; 09:30 ) 1o:oo ; 10:30 ; 11:oo ; 11:30 ; 12:oo f 12:30 ; 13:oo : 13:30 ) 14:oo I14:30 I 1500I I I iI I I I 07:ob I 07:30I_ STF OFRDDEL ABANOVFLMIN--SEC 23102 921oo--54 2489 61000--27 2678300oo--37 2910051000--23 2812382001--l 6 2812650100--24 2913130000--l 0 2614220000-09 27120810oo--47 2678200oo--07 2899100oo--04 2610741000--l 4 2511020000--08 2610540000--26 259410000--l 1lb 2345 dd 7800 d 0. I Ioo--00 I oo--00 106 ;100 I I II 87i 78; 90; 91; 89: 94: 98: 98I 92I 90I 99I 89! 971 90I 97II II ; ENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224) >III I wherei I ; AVG POS STF = ; #CALL OFRDAverage positions staffed= Number of calls received ; # CALL DEL = ! # CALL ABANNumber of calls delayed= Number of calls abandoned ! # CALL OVFL= Number of calls overflowed to an alternate : MAX DEL = ; SVLLongest answer time= Service level 81875210