Samsung Smart Center User Guide

							Agent- An agent is the telephone operative who handles calls at an exten-
sion.  Each Agent is identified by the extension they log in and out of group. 
Agent Contention- A situation where there are not enough agents available
to take calls within the named agent group.
Agent Group- An agent group is a collection of agents monitored by
SmartCentre. Agents can belong to multiple agent groups if necessary. For
each agent configured in the system you can make one of the groups that it
belongs to its default group. In this case the agent inherits its configuration
from the chosen default group. This facility allows you to configure the
attributes of a set of agents by simply configuring the attributes of the cor-
responding default agent group.
Agent Super Group- An agent super group is a collection of agent groups
monitored by SmartCentre. By making reference to a single agent super
group, SmartCentre collects a set of agent groups together for real time dis-
play or historical reporting purposes.
Alarms Window- This is a separate window from SmartCentre application
window that provides a list of alarms in chronological order (most recent
first) that are currently active in the system. Each item in the alarms list pres-
ents the following information:
 Type of device that is causing the alarm.
 Name of the device that is causing the alarm.
 Type of alarm.
Application Window- A window that contains a running application. Both
SmartCentre  and SmartCentre Reporter have their own application window
with menu, toolbar and workspace area for moveable and sizeable data win-
dows used within the application. The application window shares its borders
and title bar with display windows that are fully enlarged.
Call Line Identity (CLI)- The Call Line Identity (CLI) of an incoming call
is the telephone number of the caller. When the caller is using a direct
exchange line the CLI will usually identify the caller correctly. In cases where
the caller is dialing out from a PBX, the CLI will normally only identify the
organization who made the call and not the individual caller.
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GLOSSARY 
						

							Contention Report- A contention report provides the percentage of time a
variable number of members in a group were simultaneously free/busy. The
statistics are presented either as non-cumulative or cumulative.
Device- A line, DID number, extension or agent.
Device Numbers- Lines, DID numbers, extensions, agents, and their asso-
ciated groups and super groups are all given up to a 9 digit device number
during the configuration progress.  Device numbers are how the above ele-
ments are uniquely identified. For example it is possible to change the name
for a device and still reference it correctly. However if you change the device
number for a device it effectively becomes a new device and hence any pre-
vious references to the old device will not be accessible, particularly when
you collate a historical report.
DID Group- A DID group is a collection of DID numbers monitored by
SmartCentre. DID numbers can belong to multiple DID groups if neces-
sary. For each DID number configured in the system you can make one of
the groups it belongs to its default group. This facility allows you to config-
ure the attributes of a set of DID numbers by simply configuring the attrib-
utes of the corresponding default DID group.
DID Numbers- A Direct Inwards Dial (DID) number is a dynamic numer-
ic attribute assigned to a line on an incoming call.  A DID call can be rout-
ed to groups of extensions/agents or to individual extensions/agents depend-
ing on how the call routing software within the switch has been pro-
grammed.  SmartCentre can monitor in real time and historically, the activ-
ity of inbound calls associated with DID numbers.
DID Super Group- A DID Super Group is a collection of DID groups
monitored by SmartCentre. By making reference to a single DID super
group, SmartCentre collects a set of DID groups together for real time dis-
play or historical reporting purposes.
Dialog box- A box that displays command options and configuration
parameters for you to review or change.
Drag- To hold down the left mouse button while moving the mouse.
Exporting data- Use this command to export the data contained in the
report displayed in the currently selected data window. The data is exported
in comma delimited ASCII format. This exported data file can be read into
most commercial spreadsheet and database programs.
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							Extension- An extension is the physical telephone handset at which an
agent can receive incoming calls, make outgoing calls or handle other forms
of internal telephony traffic.
Extension Contention- Not enough extensions are available to take calls
within the named extension group. 
Extension Group- An extension group is a collection of extensions moni-
tored by SmartCentre. Extensions can belong to multiple extension groups
if necessary. For each extension configured in the system you can make one
of the groups that it belongs to its default group. In this case the extension
inherits its configuration from the chosen default group. This facility allows
you to configure the attributes of a set of extensions by simply configuring
the attributes of the corresponding default extension group.
Extension Super Group- An extension super group is a collection of exten-
sion groups monitored by SmartCentre. By making reference to a single
extension super group, SmartCentre can quickly collect a set of extension
groups together for real time display or historical reporting purposes.
GOS- Grade Of Service.
GUI- SmartCentre uses the WindowsGraphical User Interface (GUI),
giving it a look and feel which is consistent with other Windowsproducts.
Line- In the context of SmartCentre, a line represents either one of your
external trunks connected to the switch being monitored or one of your net-
work tie lines connecting the monitored switch to some other external
switch. Each line can handle only one telephone call at any one time. These
calls are denoted as incoming or outgoing calls depending on whether the
call originated outside or inside the monitored switch.
Line Contention- Not enough lines are free for new calls.  Applicable to line
groups, DIDs and DID groups.
Line Group- A line group is a collection of lines monitored by SmartCentre.
Lines can belong to multiple line groups if necessary. For each line config-
ured in the system you can make one of the groups that it belongs to its
default group. In this case the line inherits its configuration from its chosen
default group. This facility allows you to configure the attributes of a set of
lines by simply configuring the attributes of the corresponding line group.
Long Call- Extension /Agent has been on a call for too long. Useful for
monitoring performance and identifying training needs of agents.
Long Free- Extension /Agent has been free to take calls for too long.
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							Long Queue- Too many calls are waiting to be answered in the queue group.
Applicable to line groups, DIDs, DID groups, extension groups and agent
groups.
Long Ring On- Extension /Agent has been ringing for too long.
Long Unavailable- Extension /Agent has been unavailable to take calls for
too long.
Long Wait- Call has been waiting to be answered for too long. Applicable
to lines, line groups, DIDs, DID groups, extension groups and agent groups.
Long Wrap-Up- Extension/Agent has been in wrap-up for too long.
Longest Wait- Length of time the longest waiting call has been waiting for.
Message- Extension/Agent has sent a message to the supervisor. In this case
the text associated with the message is displayed on the alarms window.
MIS- Management Information System.
Maximize button- Applicable to windows that are not fully enlarged. When
you click the maximize button, the following occurs:
 The application window enlarges to fill the screen.
 A data window enlarges to fill the workspace area of SmartCentre appli-
cation window.
Note: Maximized windows have no borders.
Minimize button- Clicking the minimize button is the same as choosing
minimize from a Control Menu: The window shrinks to an icon.
ODBC- Open Database Connectivity (ODBC) is a standard application
interface for accessing data in both relational and non-relational Database
Management Systems (DBMS). By using the ODBC interface, applications
can access and update a variety of databases / data sources using the same
commands or language as if they were one, providing a relevant driver is
available. By using ODBC a user is able to configure data sources to specif-
ic databases. This collection of data sources is then accessed using the same
commands, hence shielding the complexity of individual databases.
Real Time Display- Once operational, SmartCentre can provide immedi-
ate visual feedback of the activity on your switch.
Report Template- Report Templates are used by SmartCentre Reporter to
define the contents of a collated historical report. You can create any num-
ber of report templates and thereby produce a library of report types which
can be quickly accessed when you collate a new historical report.
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							Restore Button- Clicking the Restore button is the same as choosing
Restore from a Control Menu: the window returns to its previous size.
Sizing a Window- You can make a window smaller to view more than one
window at a time, or make it larger to see more of the windows contents.
You cannot move or size a window that has been enlarged to its maximum
size.
Status Color- Many of the real time data windows use color to present the
real time status of devices and device groups. A small number of colors have
been used to avoid confusing the screen with an excess of colors. The colors
used are as follows:
 Green is used to indicate no activity on a device or device group.
 Yellow is used to indicate ringing or queuing telephone calls.
 Blue is used to indicate a device that is active on a call.
 Red is used to indicate an alarm condition. Red can occur in many con-
texts within the real time displays.
 Gray is used to indicate a non-functioning device such as an agent who
is not logged on.
Voice Mail- Extensions which have been voice mail enabled are treated
slightly differently by SmartCentre. When a normal extension is rung on by
a line and subsequently connects to that line, the displays the extension as
being connected to the line and the line being connected to the extension.
Statistics are then calculated accordingly.
Wallboards- A real time display for agents. If you have purchased the wall-
board option, you can use the to display real time call status and statistics
parameters on up to six wallboards simultaneously. You can also send mes-
sages to selected wallboards as necessary.
Wrap-Up- When an agent finishes a call, a wrap-up time may be set on the
agents extension for a pre-determined time set in the Samsung switch. This
will leave the agent in the wrap-up state thereby stopping further incoming
calls being targeted at the agent.  The time for Wrap-up can be set per UCD
group or can be disabled if required. SmartCentre tracks wrap-up in real
time and also provides historical analysis of how much wrap-up time each
call required on a per agent basis.
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