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Mitel SX 200 DIGITAL Pabx General Descriptions Manual

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    							Station Message Detail Recording
    TABLE 3-3 (CONT’D)
    TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID)
    DTRX Call to a Wrong or invalid Number01234 5671234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 00:00:03 1411 -DATA DTRX INVALiD NUMBER E 1412
    On March 13th at 
    11:25, Extension 1411 called Extension 1412, which was an
    invalid number.The call lasted 3 seconds.DTRX Call Times Out After Being Established
    012345671234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-1311:250O:Ol:Ol1411DATADTRXINACTIVITY1412 -On March 13th at 
    11125, Extension 1411 called Extension 1412; the call timed
    out after one minute.
    DTRX Call Dropped When Dataset Unplugged
    0. 123.41234567890123456789012345678901234567890567
    12345678901234567890123456789012345678903-13 
    11:25 00:00:30 1411
    DATA DTRX SET UNPLUGGED1412 -On March 13th at 
    11:25, Extension 1411 called Extension 1412.Extension1412 removed power from its 
    dataset.
    The call lasted 30 seconds.IDTRX Ca I I Drops DTR
    012
    345671234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 00:00:08 1411
    DATA DTRX DTR DROPPED
    1412 -On March 13th at 
    11:25, Extension 1411 called Extension 1412; Extension
    1412 powered off its terminal and dropped DTR.
    The call lasted 8 seconds.
    Page 21 
    						
    							SECTION MITL9109-094-221 -NA
    TABLE 3-3 (CONT’D)
    TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID)
    Call Another Set and Press the 
    ATlN Key
    0123
    45671234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-1311:25 00:01:241411-On March 13th at 
    11:25, Extens
    terminated when extension 1411
    and 24seconds.DATA DTRX
    ATTN BUTTCN1410ion 1411 called Extension 1410. The call was
    pressed the ATTN key.The call lasted 1 minute
    During a DTRX Call,the Calling Set Pressed the DISC Key
    01
    1234567890123403-13 
    11:25On March 13th
    Extension 1411
    23456756789012345678901234567890123456789012345678901234567890123456789
    00:01:24 1411 -DATA DTRX DISC BUTTON1410at 
    11:25, Extension 1411 called Extension 1410.During the call,
    pressed the DISC key.The call lasted 1 minute 24 seconds.
    During a 
    DTRXCall, the Called Extension Disconnects
    0123456703-13 
    11:25 00:01:24 1411DATA DTRX SET UNPLUGGED1410 -On March 13th at 
    11:25, Extension 1411 called Extension 1410; Extension 1410
    has its digital line disconnected.During a DTRX Cal I,the Called Extension Presses the 
    DlSC.Key>
    0123456
    71234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 00:01:24 1411DATA DTRX DISC BLJTTCN1410 -On March 13th at 
    11:25, Extension 1411 called Extension 1410; Extension 1410
    pressed the DISC key.The call lasted 1 minute 24 seconds.Page 22 
    						
    							Station Message Detail Recording
    TABLE 3-3 (CONT’D)
    TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID)
    During a DTRX Cal I,the Called Extension Presses the BREAK Key012345671234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-73 11:25 00:01:24 1411DATA DTRX BREAK DETECTED1410 -On March 13th at 
    11:25, Extension 1411 called Extension 1410; Extension 1410
    pressed the BREAK key.The call lasted 1 minute 24 seconds.
    Outgoing 
    DTRX Call Disconnected When the Far End Hung Up
    012345671234567890123456789012345678901234567890123456789012345678901234567890123456789
    +03-13 11:25 02:14:46 1410 -DATA DTRX MODEM HUNGUP898- EX”On March 13th at 
    11:25, Extension 1410 made an outgoing DTRX call. The far end
    modem hung up which then caused the pooled modem to also hang up. The call
    lasted 2 hours, 14 minutes, 46 seconds.There is a corresponding trunk record.
    Outgoing 
    ADL Cal.ler Hangs Up Prematurely
    012345671234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 00:00:17 1410 -DATA ADLDIALER HANGUPS898 EX
    On March 13th at 
    11:25, Extension 1410 made an ADL call to an abbreviated dial
    number which was an outgoing number.Pooled modem 898 was selected from the
    default pool.Before the cal I was completed,the 
    ADL originator hung up.Thecall I
    asted 17 seconds.
    Assoc iated Data Line Ca
    01212345678901234567890123
    I
    4I Disconnected by Cal I ing Party
    345675678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 00:01:24 1410 -DATA ADLADL DISCOMVECT1411On March 13th at 
    11:25, Extension 1410 made an ADL call to Extension 1411,
    and disconnected the call after 1 minute 24 seconds.
    Page 23 
    						
    							SECTION MITL9109-094-221 -NA
    TABLE 3-3 (CONT’D)
    TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID)
    Associated Data Line
    cl12
    123456789012345678901Ca I I and Ca I led Party Presses ATTN Key
    34567234567890123456789012345678901~345678901234567890123456789
    03-13 
    11:25 00:01:24 1410DATA ADLATTNBUTTCN1411 -On March 13th at 
    11:25, Extension 1410 made an ADL call to Extension 1411; the
    call was teiminated when Extension 1411 pressed the 
    ATTN key.
    The call lasted
    1 minute 24 seconds.
    Associated.Data Line Call Dialed an Invalid Number
    0123456
    71234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 0O:OO:Ol 1410 -DATA ADLINVALID NUMBER E 1412On March 13th at 
    11:25, Extension 1410 dialed an invalid number; the system
    disconnected the call.The call lasted 1 second.Associated Data Line Call Camps 
    On But Called Terminal Is Turned Off
    0123456712345678901234567890123456789012345678901~3456789012345678901234567890123456789
    03-13 
    11:25 00:01:24 1410DATA ADLANSWER: DTR LO1411 -On March 13th at 
    11:25, Extension 1410 camped a call onto extension 1411;
    Extension 1411 turned its terminal off.The camp-on lasted 1 minute 24
    seconds.
    Associated Data Line Call and Called Party Unplugged 
    Dataset Line
    01 .234567
    1234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 00:00:24 1410
    On March 13th at 
    11:25, Extensi
    unplugged its 
    dataset from theDATA ADL
    SET UNPLUGGED1411 
    -on 1410 called Extension 1411; Extension 1411
    Digital Line Card.The call lasted 24 seconds:Page 24 
    						
    							Station Message Detail Recording
    TABLE 3-3 (CONT’D)
    TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID)
    Associated Data Line Call to Another Dataset, Then Dropped by Pressing
    Disconnect Button
    012345671234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 00:01:24 1410 -DATA ADLDISC BUTTON1411On March 13th at 
    11:25, Extension 1410 established a call with extension 1411;
    Extension 1410 presses its Disconnect Button to disconnect the call.
    The call
    lasted 1 minute 24 seconds.Associated Data Line Call
    - No Hangup After Pressing 
    012345671234567890123456789012345678901234567890123456789012345678901234567890123456789
    03-13 
    11:25 00:00:22 1410 -DATA NILSETUP FAILURE1411On March 13th at 
    11:25, Extension 1410 made an ADL call to Extension 1411 but
    did not-hang up after pressing  (Carriage Return).
    The call lasted 22
    seconds.Page 25 
    						
    							SECTION MlTL9109-094-221 -NA
    Data Call 
    Rixord Buffers
    3.08 There are 128 buffers which are dedicated for DATA SMDR.
    DATA SMDR records can be directed to any 
    IO port, indepen-
    dent of other directed IO, including trunk SMDR. The one error that can
    occur is a lack of available buffers, which occurs when records are
    being queued for printing while the printer is not printing.
    3.09If the port to which the DATA SMDR records are directed is not
    guaranteed to print, and no DATA SMDR buffers are available,
    the oldest records are automatically overwritten, irrespective of the
    state of the “DATA SMDR 
    - Overwrite Buffer” COS.
    3.10If the port to which the DATA SMDR records are directed is
    guaranteed to print, and no DATA SMDR buffers are available,
    the state of the “DATA SMDR-Overwrite Buffer” COS will determine the
    action. If OVERWRITE is enabled in CDE, the oldest buffer in the queue
    will be overwritten; therefore, all calls are not guaranteed to be re-
    corded. If the OVERWRITE option is disabled, data calls will be barred,
    due to lack of resources, once the buffers are full.
    3.11An external data call causes a DATA SMDR record and a trunk
    SMDR record to be printed.
    Page 26 
    						
    							Station Message Detail Recording
    4. DETAILED DESCRIPTION -ACti TELEMARKETER REPORTING SYSTEM SMDR
    General
    4.01A new SMDR record is created every time an ACD path is
    seized; at the completion of the call, the data is formatted and
    routed to an RS-232 output port. This record contains the details
    about how the call progressed through. the ACD path. This information
    is required by the ACD TELEMARKETER Reporting System.
    4.02If the call is transferred to an ACD path, either by the Attendant
    or from another telephone, a second SMDR record is created.
    The first record is the usual incoming trunk SMDR record which shows
    the call being transferred to the ACD path. The second record contains
    the details about how the call progressed through the ACD path.
    4.03If an ACD call interflows out of an ACD path without being
    answered, a second call record is created.
    4.04Two System options must be enabled when SMDR reports are
    being prepared: System Option“Automatic Call Distribution”
    must be enabled; System Option “ACD Reports” must be enabled to
    generate the SMDR reports for the repotting system. System Option
    “ACD Reports” requires that System Option “Automatic Call Distribu-
    tion” also be enabled.
    Recorded Information
    4.05Each ACD TELEMARKETER Reporting System SMDR call record
    occupies a single 85 character line; the information which may
    be included in a call record is as follows:
    Call Start time
    Calling party
    Called party
    Call duration
    Call completion status (e.g., called number busy)
    Long calls
    Time to answer incoming calls
    Conferences and transfers
    Second station in a transfer or a conference
    Attendant involvement in a call.
    4.06The definition of the data and its position in the record is given
    in Table 4-l. The table has five columns: the first identifies the
    data; the second defines the data’s position within the record; the third
    indicates the format of the data; the fourth describes the data; and the
    fifth provides additional notes.
    4.07A description of the call record fields detailed in Table 4-l is as
    follows:
    Long Call Indicator 
    (2). This optional field contains a dash (-) for calls
    of duration 5 to 9 minutes 59 seconds, a percent symbol 
    (%) for calls
    Page 27 
    						
    							SECTION MITL9109-094-221 -NA
    of duration 10 to 29 minutes 59 seconds, or a plus symbol (+) for calls
    of 30 or more minutes. This is useful when records are to be scanned
    manually.
    Date (mm/dd). The date is reported numerically as a 2-digit month
    followed by a 2-digit day separated by a 
    (/) slash. The year is not
    reported.
    Start Time 
    (hh:mmp). The start time of a call is reported in hours and
    minutes. System option “24 Hour Clock” determines whether a 
    12-houror 24-hour format is used. P indicates pm when 
    12 hour format is
    used.
    Duration of Call (hh:mm:ss). The call duration is reported in hours,
    minutes and seconds with leading zeroes being output (maximum time
    that can be recorded is 18 hours, 12 minutes, 15 seconds).
    Calling Party (pppp). This is the identity of the party that originated
    the call. If a 5-digit extension numbering plan is used, only the last
    four digits will be used by SMDR to identify the calling party. It is
    usually an incoming trunk, but may be a station or the Attendant. When
    the originating party is an incoming CO trunk, ‘Tnnn” appears on the
    record, where “nnn” is the number of the trunk. When the originating
    party is an incoming non-CO trunk, “Xnnn” appears in the record.
    Attendant (f). This l-digit field contains an asterisk (*) when a call is
    originated by or initially answered by the Attendant. This flag will not
    .appear when a call is transferred to-the Attendant.
    Time to Answer (ttt). This is the number of seconds from the time the
    call is presented to the ACD system until the call is answered. If the
    call is never answered, this field displays 
    ***. It applies to incoming
    calls only. Leading zeroes are output and the field remains at 255 when
    more than 255 seconds are required.
    Digits Dialed on the Trunk (PXXXX 
    Gl 01 02 03 Al or PXXXX 01 02
    03 IYYYY). 01, 02, or 03 only appear if they are programmed and the
    call overflows to these groups. If the Inter-flow point is not an ACD
    path access code, only “I” appears after the third overflow group
    number. If the Interflow point is an ACD path, the 
    “I” is followed by the
    4-digit path access code.
    Called Party (qqqq). This is the party to whom the call is directed. It
    may be a station number, the Attendant or for outgoing calls, the
    number of the trunk. The format in which the called party is output is
    identical to that used for the calling party. See Calling Party (pppp). For
    incoming calls to the Attendant, the called party is recorded as the
    Attendant unless the Attendant transfers it to a station. For direct-in
    lines, it would be the station number. On outgoing calls handled by the
    Attendant, the called party would be the trunk number which the call
    went out on. If an Agent answers an incoming call, the Agent ID
    appears in this field.
    Page 28 
    						
    							Station Message Detail Recording
    Transfer/Conference Call (K). This field identifies calls that involve
    three or more parties. It contains a “T” for supervised transfers, “X” for
    unsupervised transfers (i.e., dead transfer or transfer into busy) and a
    “C” for 3-way conversations and conferences.
    Third Party (rrrr). The third party field contains the number of the
    station to which a trunk call has been transferred. When several trans-
    fers take place during a trunk call, the first party is the only one
    reported. The format is identical to that of the Calling Party (pppp).
    When a call is transferred to an ACD system, the ACD Path Access
    Code appears in this field.
    TABLE 4-l
    SUMMARY OF FIELDS IN SMDR RECORDS
    Name
    Long CallColumns FormatDefinitionNotes12.- = 5-9 minog =lo-29 min
    + = 30 or more min
    Date2-6
    mm/ddmm = Month= 01-12
    dd = Day
    zrn= 01-31
    Spacer 7
    Start Time8-13
    hh:mmp hh = Hourshh= 00-23
    mm= Minutes
    mm = 00-59
    p = pm (12 hour format)
    Spacer
    14Duration of call 75-22hh:mm:ss hh:mm:ss = duration inhh = 00-18, mm = 00-59,
    hours:minutes:seconds
    ss= 00-59
    (maximum = 
    18.12.15)Spacer23
    Calling Party24-27
    PPPPcccc= Extension Numberc = O-9, *, #
    Tnnn =
    CO Trunk Numbernnn= 001-200
    Xnnn
    = Non-CO Trunkm = O-9, 
    *, #
    Number
    a= o-9, *, #
    mmmm
    = Attendant
    Console Directory
    Number
    aaaa
    = Agent ID. Number
    Spacer28
    4ttendant29f* = Attendant
    Attendant answered or
    initiated the call, then
    transferred it to an
    extension.
    rime to answer 30-32
    tttttt = time in secondsLeading zeroes output,
    (000-255)
    incoming calls only
    ***= Call unanswered
    Page 29 
    						
    							SECTION MITL9109-094-221 -NA
    TABLE 4-1 (CONT’D)
    SUMMARY OF FIELDS IN SMDR RECORDS
    NameColumns FormatDefinitionNotes
    Digits Dialed34-59
    xxx...xIncoming ACD Calls:.Displays path of call in the
    on TrunkP = path identifierACD system (ACD path
    XXXX = ACD pathfollowed by agent group
    Gl =primary agent groupnumbers).
    number
    01 = first overflow group
    number
    02 = second overflow
    group number
    03 = third overflow group
    number
    Al =
    agent group number
    that answered call
    I= call inter-flowed
    YYYY = ACD path number
    to which call
    inter-flowed
    Call
    Completion
    Called Party
    Transfer 
    /Conference
    Call
    Spacer
    Third Party
    System
    Identifier
    (Optional)60
    hA = Answer SupervisionOutgoing
    B = Called party busyIncoming Direct/Dial-in
    E = Caller ErrorIncoming Dial-in
    T = TAFAS 
    Answe.redIncoming
    . R
    = Recall answeredIncoming
    N=
    Recall not answeredincoming
    62-65
    9999cccc= Extension Numberc = o-9, *, #
    Tnnn =
    Trunk Number (CO)nnn= 001-200
    Xnnn= Trunk Numberm = O-9, 
    *, #
    (Non-CO)
    a= o-9, *, #
    mmmm= Attendant
    P= o-9, *, #
    Console Directory
    Number
    aaaa
    = Agent ID Number
    PPPP= ACD Path Number
    66
    KT = Supervised Transfer
    X = Unsupervised Transfer
    C = 3-Way or Conference
    67
    68-7 1rrrrcccc= Extension Numberc = o-9, 
    *, #
    Tnnn= CO Trunk Numbernnn
    = 001-200
    Xnnn= Non-CO Trunkm = O-9, 
    *, #
    Number
    a= o-9, *, #
    mmmm= Attendant
    P= o-9,-*, #
    aaaa = Agent ID Number
    PPPP= ACD Path Number
    86-88 iiiEntered by System IDi = O-9
    . . .III
    = 000-999
    000 =“No Code entered”
    Page 30 
    						
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