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Samsung Idcs 100 Digital Communications System General Description Manual
Samsung Idcs 100 Digital Communications System General Description Manual
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![Page 72
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...](http://img.usermanuals.tech/thumb/66/85582/w64_samsung-idcs-100-general-description_d-71.png "Page 72
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...")
![Page 73
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...](http://img.usermanuals.tech/thumb/66/85582/w64_samsung-idcs-100-general-description_d-72.png "Page 73
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...")
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 02:24 The longest call on hold (waiting to be answered) was for two minutes, 24 seconds. This data applies to all calls since the supervisor data was last cleared. It does not necessarily represent calls currently in queue. 06 available 04 logged in 201: average call time 04:43 The average call length for station 201 is four minutes and 43 seconds. Station 202 is currently out of the group. (The display can also show IN GROUP and DND.) 4.43
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 3056401067 *1234567890# 1 217 744 03/21 13:51:43 00:00:40 I 1 278 725 03/21 13:53:40 00:00:07 O 18007864782 1 3951 726 03/21 13:54:45 00:00:07 IA 1 219 03/21 13:55:03 GROUP OUT 1 3951 726 03/21 13:54:52 00:00:30 IT 1 217 726 03/21 13:55:22 00:00:16 TT 1 235 03/21 13:55:30 DND ON 1 218 726 03/21 13:55:38 00:00:33 TT 1 235 03/21 13:57:50 DND OFF 1 279 6398 727 03/21 13:57:32 $ 13.25 O 3056401066 1 219 03/21 14:00:45 GROUP IN 1 219 726 03/21 13:56:11 00:05:38 T 1 296 725 03/21 13:54:40 00:07:06 O 3055922900217 1 219 717 03/21 14:03:57 00:00:15 O 19544530000 *1234567890# Call Type Flag Definitions 0 Outgoing Call DEDISA call with error I Incom ing CallT Transferred call that DI DISA call inwas term inated DO DISA call outIT Incoming transfer FO Outgoing record ofFI Incom ing call forwarded to forwarded callan external num ber IA Incoming RingO T Outgoing transfer - Outgoing call Tim eBefore Beingmade and transferred AnsweredTT Caller received a transferred call and transferred it a gain Account Code 1–12 Digits Telephone No. Dialed 1–18 Digits Call Type Flag 2 Characters Call Duration Hrs:Mins:Secs or Call Cost Tim eCall M ade or Received Hrs:Mins:Secs Date Call Made or Received M onth:Day Authorization Code 4 Digits Tenant 1 DigitC.O. Line No. 2–4 Digits Extension 2–4 Digits 4.4 SAMPLE SMDR PRINTOUT (WITHOUT CALLER ID) 4.44
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 03/21 13:51:25 00:00:14 IT 13055922900 SAMSUNG TELECOM 1 217 744 03/21 13:51:29 00:00:14 IA 1 235 725 03/21 13:51:39 00:00:06 T 13055922900 SAMSUNG TELECOM 1 219 726 03/21 13:51:25 $ 10.75 O 3056401067 *1234567890# 1 217 744 03/21 13:51:43 00:00:40 I 13055559748 PIZZA DELIVERY 1 278 725 03/21 13:53:40 00:00:07 O 18007864782 1 3951 726 03/21 13:54:45 00:00:07 IA 1 219 03/21 13:55:03 GROUP OUT 1 3951 726 03/21 13:54:52 00:00:30 IT 13055922900 SAMSUNG TELECOM 1 217 726 03/21 13:55:22 00:00:16 TT 13055922900 SAMSUNG TELECOM 1 235 03/21 13:55:30 DND ON 1 218 726 03/21 13:55:38 00:00:33 TT 13055556420 PIZZA DELIVERY 1 235 03/21 13:57:50 DND OFF 1 279 6398 701 03/21 13:57:32 $ 13.25 O 3056401066 1 219 03/21 14:00:45 GROUP IN 1 219 726 03/21 13:56:11 00:05:38 T 13055922900 SAMSUNG TELECOM 1 296 725 03/21 13:54:40 00:07:06 O 3055922900217 1 219 717 03/21 14:03:57 00:00:15 O 19544530000 *1234567890# Call Type Flag Definitions 0 Outgoing Call DEDISA call with error I Incoming CallT Transferred call that was DI DISA call interminated DO DISA call outIT Incoming transfer FO Outgoing record ofFI Incoming call forwarded to forwarded callan external number A Abandoned callOT Outgoing transfer - Outgoing call IA Incoming Ringmade and transferred TimeBefore BeingTT Caller received a transferred Answeredcall and transferred it again Account Code 1-12 Digits Telephone No. Dialed 1–18 Digits Call Type Flag 2 Characters Call Duration Hrs:Mins:Secs or Call Cost TimeCall Made or Received Hrs:Mins:Secs Date Call Made or Received Month:Day Authorization Code 4 Digits Tenant 1 Digit C.O. Line No. 2–4 Digits Extension 2–4 Digits 4.5 SAMPLE SMDR PRINTOUT (WITH CALLER ID) 4.45
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 CALLS AVERAGE RING
ANSWERED CALL TIME TIME
--------------------------------------------------------
01 210 JOHN 0002 01:55 00:05
02 211 SAM 0001 02:18 00:06
03 208 MIKE 0003 01:22 00:04
04 207 PETER 0001 03:16 00:05
=======================================================
UCD GROUP 515 : SUPPORT
FROM: MON 03 Jan 08:30
TO : SUN 02 Jan 02:54
CALL STATISTICS
===============
AVERAGE RING TIME(TIME TO ANSWER)......00:07
NUMBER OF TIMES ALL AGENTS BUSY........00005
AVERAGE TIME IN QUEUE..................01:06
TOTAL CALLS RECEIVED...................00023
LONGEST QUEUE TIME(TODAY)..............01:02
TOTAL CALLS ABANDONED..................00001
AGENT STATISTICS
================
MEMBER AGENT NAME CALLS AVERAGE RING
ANSWERED CALL TIME TIME
--------------------------------------------------------
01 223 FRED 0012 02:33 00:08
02 213 JANE 0010 01:04 00:04
4.46
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 ringing at an agent station that does not answer or is logged out because of the ring next option. NUMBER OF TIMES ALL AGENTS BUSY This is the number of times that a call is placed to an UCD group and all agents are busy or out of group. This check is made when the call is first placed to the group. Example: If there are 5 members in a group, 3 are Out of Group one is busy and one is idle, and a call is placed to the group, because there is an idle station the all agents busy counter is not incremented. If the idle station rings, does not answer and is logged out, although the condition of the group is now all agents busy, the check has been made and the agent busy statistic does not increment. Also if a call comes into a group with all agents busy and then one becomes idle, the busy counter will increment because the check has been made. AVERAGE TIME IN QUEUE This is calculated as an average of all the calls that were in queue. Note that this is ONLY an average of the calls that were in queue. The caller must have overflowed to the UCD recording to be considered in queue. A call is considered in queue until it is answered or until it goes to the final destina- tion. TOTAL CALLS RECEIVED The total number of times that calls were sent to a group. This includes calls that were answered by the group, calls that went to a group with all agents busy or out of group, calls that are abandoned and calls that go to UCD final destination. This includes intercom calls to the UCD group. 4.47
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 hang up before being answered. LONGEST QUEUE TIME TODAY This shows the longest call in queue today. The queue time is calculated as fol- lows: a) Queue time begins when a caller starts to hear the first UCD message. b) Queue time ends when a caller is either Answered by an agent System gets disconnected from C.O. or Caller is transferred to final destination LONGEST QUEUE TIME NOW This shows the longest call currently in queue. The queue time is calculated as follows: a) Queue time begins when a caller starts to hear the first UCD message. b) Queue time ends when a caller is either Answered by an agent System gets disconnected from C.O. or Caller is transferred to final destination 4.48
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 answer to an agent station. If this total number is less than the calls received by the group it is possible that calls were unanswered by an agent and went to final destination or that callers hung up while in queue. If this total number is more than the calls received by the group it is possible that calls were transferred from one agent to another. AVERAGE CALL TIME This is an average of all the call durations for the agent AVERAGE RING TIME This is an average of all the ring times for the agent. Ring times are previously explained. 4.49
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 WAS BUSY........................ 44
INTERCOM CALLS - COMPLETED....................... 7178
INTERCOM CALLS - NOT ANSWERED.................... 1540
TRUNK RECALLS TO STATION......................... 145
TRUNK RECALLS TO OPERATOR GROUP.................. 32
INTERNAL PAGE USED............................... 35
EXTERNAL PAGE USED............................... 79
ALL PAGE USED.................................... 231
***************************** TRUNK GROUPS ***********************************
GROUP OUTGOING BUSY
9 1245 18
800 521 3
801 20 3
802 0 0
*************************** INDIVIDUAL TRUNKS ********************************
TRUNK TRUNK-NAME ATTA ANSD NOT-ANSD OUTGOING BUSY
701 LOCAL 1 0 737 0 19 12
702 LOCAL 2 0 541 4 26 11
703 LOCAL 3 0 290 1 37 21
************************* STATION HUNT GROUPS ********************************
GROUP ANSD NOT-ANSD ANSD
500 439 19 61
501 261 37 38
502 40 2 77
503 87 5 162
504 19 1 44
*********************** INDIVIDUAL STATIONS **********************************
EXT STATION-NAME
ATTA ANSD NOT-ANSD DIALED ICM–TRSF TRK-TRK PICKUP ANSD DIALED
201 Operator 9 360 11 15 341 0 0 39 72
202 Barbara 12 60 2 80 20 0 12 49 66
203 Ivania 4 25 1 36 3 0 18 86 29
4.50
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 - COMPLETED.......................0000 8INTERCOM CALLS - NOT ANSWERED....................0000 9TRUNK RECALLS TO STATION.........................0000 10TRUNK RECALLS TO OPERATOR GROUP..................0000 11INTERNAL PAGE USED...............................0000 12EXTERNAL PAGE USED...............................0000 13ALL PAGE USED....................................0000 1. BEGINNING & ENDING This identifies when the statistics were collected. It includes dates and time. 2. ACTIVITY: Overall summary of traffic in the system for activities 3 to 13. 3. INCOMING TRUNK CALLS-ANSWERED: These are any incoming trunk calls to the system. These calls are pegged when answered by any device and/or station in the system whether it is a new call or a recall. 4. INCOMING TRUNK CALLS-NOT ANSWERED: These are any incoming trunk calls that were not answered by any station or device in the systems. These are the same calls that would be flagged as abandoned in SMDR. 5. OUTGOING TRUNK CALLS: These are all outgoing trunk calls that were originated by any station or through the DISA feature. Outgoing trunk calls are valid calls as defined by the SMDR START TIME in MMC 501. 6. A SELECTED TRUNK WAS BUSY: Pegged every time a trunk or trunk group was busy regardless of the manner in which it was selected (e.g., DTS key, LCR, “9”, 7XX, TRK GROUP SELECT, SPD, External call forward, DISA). 7. INTERCOM CALLS COMPLETED: These are all intercom calls that were completed to any station, station group or device. 4.51
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 includes mem-
bers of the operator group that put calls on hold and then recall the operators station.
10. TRUNK RECALLS TO OPERATOR GROUP: These are any trunk calls that recalled
to the operator group.
11. INTERNAL PAGE USED: Peg count of every time internal page was accessed.
12. EXTERNAL PAGE USED: Peg count for every time external page was accessed.
13. ALL PAGE USED: Peg count of every time the all page feature was accessed. This
does not include internal or external page, only 55+
✱ or PAGE ✱.
B
**************************** TRUNK GROUPS **************************
1 GROUP 2 OUTGOING 3 BUSY
9 0000 0000
800 0000 0000
801 0000 0000
1. GROUP: A listing of all trunk groups assigned in the system.
2. OUTGOING: These are the number of outgoing trunk calls made using each trunk
group. Pegged every time a member of this trunk group was used to make a valid
outgoing call. A valid outgoing call is defined by the SMDR Start Time programmed
in MMC 501.
3. BUSY: This is the number of times each trunk group was busy when someone at-
tempts to access it.
4.52