Samsung Idcs 100 Digital Communications System General Description Manual

SAMPLE UCD DISPLAYS
average time in
queue is 03:51
The average time on hold (waiting to be
answered) is three minutes and 51 seconds.
005 calls in
queue now
There are five calls currently waiting to be
answered by the UCD group.
201: answered
065 calls today
The agent at station 201 has answered 65
calls today.
124 calls
received today
The UCD group has received 124 calls
today.There are six members in the group. Four of
the members are currently logged in.
202: Sondra
STATUS: OUT
longest wait
time is...

SMDR REPORT FOR [STA Miami   ] Mar/21/1999 13:49
===============================================================================
T EXT  AUTH TRK  MM/DD STT.TIME DURATION FG DIALED DIGIT     ACCOUNT CODE
===============================================================================
1 3951      725  03/21 13:51:17 00:00:08 IA
1 3951      725  03/21 13:51:25 00:00:14 IT
1 217       744  03/21 13:51:29 00:00:14 IA
1 235       725  03/21 13:51:39 00:00:06 T
1 219       726  03/21 13:51:25 $  10.75 O...

Caller ID Number
1–15 DigitsCaller ID Name
1–15 Characters
SMD
R REPORT FOR [STA Miami      ] Mar/21/99 13:49
==================================================================================================================
T EXT  AUTH TRK  MM/DD STT.TIME DURATION FG DIALED DIGIT       ACCOUNT CODE  CID/ANI NUMBER     CID/ANI NAME
==================================================================================================================
1 3951      725  03/21 13:51:17 00:00:08 IA
1 3951      725...

4.6 SAMPLE UCD REPORT
=======================================================
UCD GROUP 529 : SALES
FROM: SUN 02 Feb 00:00
TO  : SUN 02 Feb 02:54
CALL STATISTICS
===============
AVERAGE RING TIME(TIME TO ANSWER)......00:40
NUMBER OF TIMES ALL AGENTS BUSY........00002
AVERAGE TIME IN QUEUE..................00:51
TOTAL CALLS RECEIVED...................00011
LONGEST QUEUE TIME(TODAY)..............02:14
TOTAL CALLS ABANDONED..................00004
AGENT STATISTICS
================
MEMBER  AGENT  NAME...

4.7 CALL STATISTICS
CALLS IN QUEUE NOW
How many calls are currently in queue.
This statistic is a real time statistic and so will not print on a report.
ABANDONED CALLS
This shows the number of callers that reached the UCD group, but hung up before
being answered. A high number probably means that there are not enough agents
available and the wait time is too long.
AVERAGE RING TIME
This is calculated from the time an agent begins to ring until the time an agent
answers the call, this does not include...

If this number is less than the total calls received by all the agents it is possible that
calls were transferred from one agent to another.
If this number is more than the total calls received by all the agents it is possible
that calls were unanswered by an agent and went to final destination or callers
hung up while in queue.
This statistic includes:
a) Calls answered by agent.
b) Calls that are not answered by an agent and go to final destination.
c) Calls that are sent to the UCD group but callers...

4.8 AGENT STATISTICS
LOGGED IN
The number of stations programmed in the UCD group and the number of stations
that are currently logged in.
This statistic is a real time statistic and so will not print on a report.
STATUS
This screen shows the agents name, extension number and status. The status can
be In Group, Out of group or in DND.
This statistic is a real time statistic and so will not print on a report.
CALLS ANSWERED
The total number of calls answered by the agent. This does not include ring no...

4.9 SAMPLE TRAFFIC REPORT
TRAFFIC REPORT FOR [  STA Miami       ] Mar/21/1999 13:35
**************************** SYSTEM STATISTICS *******************************
BEGINNING:  Mar/15/1999  00:42                      ENDING:  Mar/21/1999 13:32
     ACTIVITY                                       SYSTEM TOTAL
     INCOMING TRUNK CALLS - ANSWERED.................. 3041
     INCOMING TRUNK CALLS - NOT ANSWERED..............   26
     OUTGOING TRUNK CALLS ............................ 2168
     A SELECTED TRUNK...

4.10 TRAFFIC REPORT OVERVIEW
A**************************** SYSTEM STATISTICS **************************
1 BEGINNING:  04/01/99  08:00                      ENDING:  04/01/99 17:30
2  ACTIVITY                                       SYSTEM TOTAL
3INCOMING TRUNK CALLS - ANSWERED..................0000
4INCOMING TRUNK CALLS - NOT ANSWERED..............0000
5OUTGOING TRUNK CALLS ............................0000
6A SELECTED TRUNK WAS BUSY........................0000
7INTERCOM CALLS -...

8. INTERCOM CALLS NOT COMPLETED: These are all intercom calls that were not
answered and resulted in the calling party hanging up. A call to a station group that
overflows to another station is considered not answered whether the overflow desti-
nation did or did not answer.
9. TRUNK RECALLS TO STATION: These are trunk calls that were placed on any
kind of hold and recalled a station. These are also trunk calls that were transferred
and were not answered and recalled the transferring station. This...