NEC Attendant Management System Attendant Statistics Operations Manual

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Attendant Management System - Attendant Statistics INTRODUCTION
Procedures
Each description includes step-by-step instructions on how to select and move to 
the required screen and how to perform the possible actions. As shown below, the 
procedures are presented in a two-column layout: The left column contains the 
action to be taken, and the right column contains the results of having taken that 
action. Where there are field entries to be made on the screen, this manual provides 
field definitions in the right column and the field name on the left.
General Key Use
Throughout Attendant Stats, the following keys generally serve the purposes 
shown for each:  
Return–Accept a chosen selection or field entry.
Esc–Exit the current screen or action to the last screen or action.
Arrow keys–Move the cursor in the direction shown.
Space bar–Toggle among scrolled or side-by-side options in a field, such 
as the Hourly, Daily, Current options in the Time Interval 
field.
Backspace–Erase any existing data in a field.
Tab key–If pressed while the highlight bar is positioned on a report title, 
this key displays the statistics that have been formatted for the 
highlighted title.
Action Result
On the Main Menu, select the 
Automated
Report Generation option. (1)The Automated Reports
 menu is 
displayed. (2)
On the Automated Reports menu, 
select the 
Automated Reports option.The Automated Reports screen is 
displayed. (3) 
						

							INTRODUCTION Attendant Management System - Attendant Statistics
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Attendant Management System - Attendant Statistics INSTALLATION AND SETUP
Chapter 2 INSTALLATION AND SETUP
Introduction
This chapter provides a step-by-step description of the installation and setup of 
Attendant Stats.  Before proceeding with the installation, make sure that the SCO 
UNIX operating system, the Applications Manager (APM) platform software, and 
the Attendant Management System (AMS) are all 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.
Application Configuration
Since Attendant 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.
Attendant Stats is set up in the APM system using the Add function of the 
Application Configuration option on the APM System Administration menu.
1. Enter the APM option from the APM Platform Management menu.
2. Enter the System Administrator password at the APM password screen.
3. Enter the Application Configuration option from the System Administration 
menu.
The following sections contain the information that should be entered into the 
configuration file for the components listed below:
Att_Stats_Admin–Clears the database of old records, clears directories of old 
reports and old log files, and date-stamps the log files.
Stat_Logger –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.
For instructions on what these parameters mean and how to make these entries, use 
the APM Operations Manual. 
						

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INSTALLATION AND SETUP Attendant Management System - Attendant Statistics
Application Configuration (Cont)
Step 1:  Application Characteristics
Define the two components exactly as follows:
Parameter
Definition
OAI Application Whether (Yes or No) the component communicates 
with the NEAX2400 using OAI processes.
CRT  Application Whether (Yes or No) the component runs on the same 
screen as the APM, rendering the APM temporarily 
inaccessible.
Communication Queue Whether (Yes or No) the component  needs an IPC 
queue to communicate with other processes.
Step 2:  Primary Configuration Parameters
On the APM Configuration Entry screen, configure each component as follows.  
All parameters marked with asterisks (*) should be entered exactly as shown.  The 
rest of the entries in the table below are just examples.
Parameter Administrative Logger
OAI Application N N
CRT Application N N
Communication Queue N Y
Parameter
Application Name
Administrative
Att_Stats_Admin
Logger
Stat_Logger
Executable Filename* /oai/app/stats/etc/utils /oai/app/stats/bin/mlog
Group* (no entry) (no entry)
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 
						

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Attendant Management System - Attendant Statistics INSTALLATION AND SETUP
Application Configuration (Cont)
ParameterDefinition
Application Name The name to be displayed in the APM menus.  This name 
is displayed as it is entered here — i.e.,  capital letters, 
lowercase, etc.
Executable Filename* The path name of the executable file.
Group* The group that the component belongs to.  Make no entry.
Response Mode* The action that the APM is to take with the component 
should a member of the group terminate.
Initialization Batch Whether (Yes or No) the component is to be initialized 
automatically when the OAI system is initialized.
Termination Mode* How the APM is to notify the component to terminate.
Standard Output  Where any output is sent.
Number of Restarts  How many times the APM may restart the component 
after it terminates in error.
Queue Key The interprocess communication key by which the 
component communicates with other processes.
Step 3:  User-defined Parameters
Select the User-defined command on the Configuration Entry screen and enter:  
“Stat
_Logger” in the User-defined #1 field.
This completes the configuration of Attendant Stats into the APM.  Now go to the 
next section on page 8 to review its database support. 
						

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INSTALLATION AND SETUP Attendant Management System - Attendant Statistics
Database Support
Attendant Stats requires one database of its own in the APM and shares one with 
the AMS.  The shared database, attcfg, is described in the installation procedures 
provided in the Attendant Management System Operations Manual.  The Attendant 
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.
Statcfg  Database  Information
The statcfg database structure and contents are described below:
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 7.  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.
This completes the database support in the APM.  Now go to the next section on 
page 9 to initialize the Attendant Stats components.
Field NameMaster File Definition
(statcfg)App. File
Definition
(Statcfg)Master
Database
(statcfg)Ty p e S i z e M i n .
Va l u eMax.
Va l u eData Type Default
Entry
Shared Configuration File A 25 ASCII /oai/db/cur/Attcfg
Automated Reports Dir A 25 ASCII /oai/app/stats/cfg/arpts
Non-Automated Reports Dir A 25 ASCII /oai/app/stats/cfg/narpts
Log Directory A 25 ASCII /oai/app/stats/cfg/log
Report Generator Process A 25 ASCII /oai/app/stats/bin/rptgen
Database Name A 9 ASCII statsdb
Max Days to Keep RecordsN217Short 
Integer7
Max DB Records to Query N 2 1 50 Short 
Integer50
Attendant Statistics A 1 ASCII Y
Call Queue Statistics A 1 ASCII Y 
						

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Attendant Management System - Attendant Statistics INSTALLATION AND SETUP
Initialization
The two Attendant Stats components must be initialized from the APM as follows:
Stats_Logger  Component:
1. On the APM System Operations Menu, select the Non-CRT Application Con-
trol option.
2. Use the Initialize command to start up the “Stat_Logger” component.
Att_Stats_Admin Component:
1. On the APM System Administration Menu, select Control Options.
2. On the Application Selection screen, select Att
_Stats_Admin.
3. On the Application Control Options screen, create a schedule for 
Att
_Stats_Admin to automatically initialize every midnight by making the fol-
lowing entries:
Minute (0-59): 0
Hour of Day (0-23): 0
Day of Month (1-31): *
Month of Year (1-12): *
Day of Week (0-6): *
– – – – – – – – – – – – – – – – – – – – – – – – – – – – 
When these steps are complete, enter the Attendant Stats menu system.  Either 
press an assigned function key on the AMS keyboard or enter the following login 
and default password at the system prompt:
Login Name:stats
Password: 
						

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Attendant Management System - Attendant Statistics MAIN MENU OPTIONS
Chapter 3 MAIN MENU OPTIONS
Introduction
Access the Attendant Stats menu of options either by pressing the assigned hot key 
on the Attendant Management System (AMS) keyboard or by entering the login 
stats at the UNIX prompt.  An attendant can access the statistics menu by hot key 
only if that attendant has AMS database privileges.  Attendant Stats may be entered 
whether AMS is online or offline.
Figure 3-1   Main Menu
General Process
Attendant Stats call processing reports can be designed for statistics to be computed 
by hour or by day over a definable range of time or for today only.  For example, 
Attendant 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 formatted report when it is being generated on August 
17 would look like this:
Starting Date: 0803  (August 3)
Starting Time: 0800  (8:00 a.m.)
Ending Date: 0810  (August 10)
Ending Time: 0800  (8:00 a.m.)
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MAIN MENU OPTIONS Attendant Management System - Attendant Statistics
General Process (Cont)
The Attendant Stats Main Menu shows the sequential approach to report 
production.  The first step is to 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.  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.  Finally, formatted and generated reports can be 
viewed and printed.
Menu Options
The options provided on the Attendant Stats Main Menu reflect this sequential 
approach, as follows:
Report Formats  –Create formats for reports of statistics calculated by 
attendant or by the types of calls that are queued for and 
by attendants. 
Report Generation  –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.
Automated Report  –Schedule  the  specific  time  at  which  a  formatted 
Generation 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.
Report Viewing  –Display existing attendant activity, automated and non- 
automated reports for viewing and printing.