Lucent Technologies MERLIN LEGEND Reporter Installation And Use Manual

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MERLIN LEGEND

Installation and Use

Reporter

Page 2

January 1997

Notice

Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.

Disclaimer

Intellectual property related to this product (including trademarks) and registered to AT&T Corporation has been transferred to Lucent Technologies Incorporated. Any references to AT&T within the text can now be interpreted as references to Lucent Technologies.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company's employees, agents, subcontractors, or persons working on your company's behalf. Note that there may be a risk of toll fraud associated with your telecommunications system, and if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

You and your System Manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The System Manager is also responsible for reading all installation, instruction, and system administration documents provided for this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use.

Trademarks

Carbon Copy is a trademark of Microcom Systems, Inc. Hayes is a registered trademark of Hayes Microcomputer Products, Inc. HiCom/9 is a trademark of Cherry Hill Software. MARK-IV is a trademark of Equinox Systems, Inc. Microsoft and MS-DOS are registered trademarks, Windows is a trademark of Microsoft Corporation. MERLIN LEGEND is a registered trademark of Lucent Technologies. RocketPort is a registered trademark of Comtrol Corporation.

This product incorporates portions of the Kermit file transfer protocol which was developed by the Columbia University Center for Computing Activities.

Ordering Information

Call: Lucent Technologies Fulfillment Center

Voice 1 800 457-1235 International Voice 317 361-5353 Fax 1 800 457-1764 International Fax 317 361-5355

Write: Lucent Technologies Fulfillment Center

P.O. Box 4100 Crawfordsville, IN 47933

Order: Document No. 555-640-210, Issue 1, January 1997, Comcode 107910085

Support Telephone Number

In the continental U.S., Lucent Technologies provides a toll-free customer helpline 24 hours a day. Call the Lucent Technologies Helpline at 1 800 628-2888 or your Lucent Technologies authorized dealer if you need assistance when installing, programming, or using your system. Consultation charges may apply. Outside the continental U.S., contact your local Lucent Technologies authorized representative.

Lucent Technologies Fraud Intervention

If you suspect your are being victimized by toll fraud and you need technical support or assistance, call BCS National Service Center at 1 800 628-2888.

Heritage Statement

Lucent Technologies public and private networks, communications systems and software, consumer and business telephone systems, and microelectronic components. The world-renowned Bell Laboratories is the research and development arm for the company.

formed as a result of AT&T’s planned restructuringdesigns, builds, and delivers a wide range of

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Contents

About This Guide vii

■ How to Use This Guide vii

■ Related Resources ix

■ Terminology ix

PART I — Standard System

1 About MERLIN LEGEND Reporter 1-1

■ The Basics 1-2

What Is a Call Record? 1-2 How MERLIN LEGEND Reporter Works for You 1-3

■ The Workplace 1-4

Menus and Dialog Boxes 1-4 On-line Help 1-5 MERLIN LEGEND Reporter Icons 1-6 Starting and Ending a Work Session 1-6

2 Installation 2-1

■ Checking the Equipment 2-2

■ Gathering Information 2-4

■ Installing the Software 2-4

Loading Remote Access Software 2-4 Loading MERLIN LEGEND Reporter Software 2-6 Setting Up MERLIN LEGEND Reporter 2-7

■ Establishing the SMDR Interface 2-12

■ Verifying Call Processing 2-14

■ Completing a Minimal Setup 2-15

■ What's Next 2-15

3 System Management 3-1

■ Your Daily, Weekly, and Monthly Tasks 3-2

■ Administration 3-3

Organization Table 3-3 Immediate Output 3-6 Alert / Alarm Numbers 3-7 Account Codes 3-8 Password 3-9

iii

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Contents

PART I — Standard System (continued)

3 System Management (continued)

■ Configuration 3-10

Dialed Digit Processing 3-10 Call Types 3-12 Lines 3-13 Call Collection Interface 3-15 Immediate Output to Printer 3-17 Accounting Period 3-19 Users 3-20

■ Customization 3-21

Organization Levels 3-21 Location Table 3-22 Languages 3-23

4 Reports and Listings 4-1

■ Common Functions 4-2

Running a Report or Listing on Demand 4-3 Scheduling Reports 4-4 Output 4-6 Chart 4-8

■ Report-Specific Functions 4-9

Organization Reports 4-9 Selection Reports 4-11 Account Code Reports 4-12 Traffic Reports 4-13

■ Viewing Functions 4-15

Report Viewer 4-15 Message Log 4-16 Immediate Output 4-16

5 Utilities 5-1

■ Backup and Restore 5-2

■ Call Record Edit 5-3

■ Call Record Deletion 5-4

■ File Import/Export 5-5

■ Database File Maintenance 5-7

■ System Upgrades 5-8

■ Call Processing Status 5-8

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Contents

PART II — Multi-site Configuration

6 MERLIN LEGEND Reporter at a Polled Site 6-1

■ Helping Central Site to Add This Site 6-1

■ Preparing This Site to Be Polled 6-2

Enable "Save Call Data for Sending" 6-2 Enable the Call Sender Interface 6-2 Add the Central Site as a "System User" 6-3

7 PSU at a Polled Site 7-1

■ Connecting the Unit 7-2

■ Configuring the Unit 7-3

■ Powering Up the Unit 7-4

■ Setting Up the Site 7-4

8 Central Site of a Multi-site Configuration 8-1

■ Overview 8-2

■ Setting Up the Central Site 8-3

■ Adding Polled Sites 8-4

■ Multi-site Functions 8-6

Site Selection 8-6 Call Collection Interfaces and Schedules 8-6 Reports 8-9 Call Processing Status 8-9

Part III — Appendices

A Worksheets A-1

■ System-wide Parameters A-2

■ Call Collection Interface A-4

■ Call Collection — Polling Schedule A-6

■ Telephone Lines & Facilities A-8

■ Organization — Levels 1 and 2 A-10

■ Organization — Level 2 and higher A-12

B Sample Reports B-1

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Contents

C Specifications C-1

■ Processor C-1

■ Serial Port Pinouts C-2

■ Modems C-2

■ Capacities C-3

■ Implementation Guidelines C-4

D Getting Assistance for Problems D-1

■ How to Report a Problem D-1

■ Using Remote Access D-2

■ Basic Troubleshooting D-3

E PC Serial Ports E-1

■ Background E-1

IRQ Mechanism E-2 Serial Ports Under Windows E-4

■ Workarounds and Solutions to the IRQ Conflict Probrem E-5

■ Selecting an Add-In Serial Port Card E-6

GL Glossary GL-1

IN Index IN-1

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I. About This Guide

Windows 95

This guide explains how the MERLIN LEGEND® Reporter works and how it is used for calling group or other cost center reporting operations. The guide is divided into three parts, corresponding to standard system functions, those specific to a multi-site configuration, and appendices with additional reference material.

Most system functions are documented in PART I, which is organized into chapters that follow the order of the MERLIN LEGEND Reporter menu system, preceded by an overview and installation. Information specific to multi-site configurations is indicated by the “Multi-site” icon in the margin:

How to Use This Guide

This guide is intended for installers and the system manager. It assumes some familiarity with the Microsoft Windows show Windows 3.1 / Windows for Workgroups 3.11 desktop, menus, and dialog boxes. If you have Windows 95, these items may look slightly different. In the samples below, the Windows 95 version is first.

operating environment. Examples in this guide

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About this Guide

Installers should read the following material:

■ Chapter 2, Installation, provides instructions to load the application, set it up, and

■ Chapter 6, MERLIN LEGEND Reporter at a Polled Site, provides additional

■ Chapter 7, PSU at a Polled Site, provides detailed instructions to install a

■ Chapter 8, Central Site of a Multi-site Configuration, provides additional

System managers should read the following material:

■ Chapter 1, About MERLIN LEGEND Reporter, provides an overview of the

■ Chapter 3, System Management, describes the functions used to set up and

verify call processing; its companion Appendix A, Worksheets, provides blank worksheets to collect the information required at this time.

installation instructions to enable sending SMDR data to a Central Site.

Pollable Storage Unit at a remote site.

installation instructions in a multi-site configuration, as well as instructions to add polled sites.

system and simple explanations of logging in and using system menus and dialog boxes.

update the information that keeps your system running smoothly.

■ Chapter 4, Reports and Listings, describes all report-generating and viewing

functions; its companion Appendix B, Sample Reports, shows report printouts.

■ Chapter 5, Utilities, describes the functions used in maintaining the system files,

as well as backup operations.

■ Appendix C, Specifications, provides technical information about the system

requirements and capacities.

■ Appendix D, Getting Assistance for Problems, describes basic troubleshooting

and, if necessary, how to obtain help.

■ Appendix E, PC Serial Ports, provides detailed information about PC serial ports,

as well as how to resolve IRQ conflict problems.

viii Issue 1 January 1997

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About This Guide

Related Resources

The documents listed below are part of the MERLIN LEGEND Communications System, Release 3.1 and 4.0 documentation set. Within the continental United States, these documents can be ordered from the Lucent Technologies Fulfillment Center by calling 1 800 457-1235.

MERLIN LEGEND Communications System, Release 3.1 and Release 4.0 DocumentationSet

Document Title

555-025-600 BSC Products Security Handbook 555-640-118 System Manager’s Guide 555-640-110 Feature Reference 555-640-116 Pocket Reference 555-640-111 System Programming 555-640-112 System Planning 555-640-113 System Planning Forms 555-640-105 Data and Video Reference 555-640-200 Release 4.0 to Releases 4.1 and 4.2 Upgrade Notes

555-640-122

555-640-150 MLX-10D Display Telephone Tray Cards (5 cards) 555-640-152 MLX-28D and MLX-20L Telephone Tray Cards (5 cards) 555-640-124 MLX Non-Display Telephones User’s Guide 555-640-151 555-640-120 Analog Multiline Telephone User’s Guide 555-640-126 Single-Line Telephone User’s Guide 555-640-138 MDC 9000 and MDW 9000 Telephones User’s Guide

555-640-134 MLX Direct-Line Console Operator’s Guide 555-640-132 Analog Direct-Line Console Operator’s Guide 555-640-136 MLX Queued Call Console Operator’s Guide

555-640-130 Calling Group Supervisor’s Guide

555-640-140 Installation, Programming, and Maintenance (IP&M) Binder

System Documents

Telephone User Support

MLX-10D , MLX-10DP , MLX-16DP , MLX-28D , and MLX-20L Display Telephones User’s Guide

MXL-10 Non-Display Telephone Tray Cards (6 cards)

System Operator Support

Miscellaneous User Support

Documentation for Qualified Technicians

Issue 1 January 1997 ix

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About this Guide

Terminology

In the context of this guide, we use the following terms:

■ Telephone system — refers to the MERLIN LEGEND Communications System,

Release 4.1 or later.

■ Multi-site configuration — refers to the configuration of a Model 5,000, Model 10,000,

or Model 20,000 MERLIN LEGEND Reporter that allows the site where it is installed (the “Central Site”) to connect with and report on up to 25, 50 or 100 sources of call records respectively (“polled” sites).

The term “multi-site configuration” also refers to the collection of all sites' databases and their relationships to the Central Site. Thus, when we document in PART II Multi-site Configuration a “MERLIN LEGEND Reporter (or a PSU) at a Polled Site,” we refer to a site where a Model 50 or Model 200 MERLIN LEGEND Reporter (or a PSU) is installed and configured to send its SMDR call records to the Central Site when requested by a Central Site poll.

■ Cost Center  is the default name for Level 2 of your organization. If you are using

MERLIN LEGEND Reporter for calling groups, you can change the name to Calling Groups or any other name you coose. The default name Cost Center will be used throughout this guide.

x Issue 1 January 1997

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FEEDBACK FORM

Product: MERLIN LEGEND® Reporter Document: Installation and Use, Issue 1

Note to readers: We welcome your feedback on this book and the MERLIN LEGEND Reporter product. Your

suggestions will help us improve the quality of our reference materials and products. Thank you for taking the time to give us your comments.

Installation and Use (when commenting on specific items, please give page numbers):

Other comments:

—Please use other side if necessary—

Submitted by (optional):

Name: ____________________________________________ Company: _________________________________________ Address: _________________________________________

_________________________________________ Telephone: (_____)_____ - __________________________ Date: _____________________________________________

Please be advised that Lucent Technologies reserves the right to use your suggestions without any obligation to compensate you for those suggestions.

Return to: Publications Manager

Lucent Technologies 211 Mount Airy Road (Room 2W-226) Basking Ridge, NJ 07920 FAX: (908) 953-6912

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1 About MERLIN LEGEND Reporter

MERLIN LEGEND Reporter is a new Windows tool designed to work with your telephone system to help you manage telephone facilities and track their effectiveness in your business.

Why telephone and calling group management? Simple. Telephones and calling groups are a major asset in handling customers, as well as a source of revenue for serviceoriented companies. Here are some ways MERLIN LEGEND Reporter can help.

Monitoring usage of telephone facilities (When are our phone lines busiest?

What is the average waiting time for callers? Can we do better? ...do we add/subtract phone lines? ...change our staffing patterns?)

Traffic reports let you understand availability problems throughout peak calling hours and help you determine if you have a staffing problem or not enough telephone lines.

Responding to customer calls (Did the customer hang up before anybody answered? Who called? Is this a frequent occurrence?)

Your “Caller ID” service pays off: MERLIN LEGEND Reporter can print out these numbers immediately so your staff can call back as soon as they become free.

Correcting misuse/abuse of facilities (Are we using our telephones to the fullest? Do we have a problem with unauthorized use of services?)

Too many calls using the wrong local / long distance facilities or clogging these lines are due to a misunderstanding on the part of the users or because pooled and/or restricted access lines in your telephone system are not set correctly. Reports on your calling patterns — including the use of account codes for limited access facilities — give you information to address these issues.

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About MERLIN LEGEND Reporter

231

Reporter

system

MERLIN LEGEND Reporter can help you answer these and similar questions for MERLIN LEGEND calling groups or any type of cost center you identify. Doing so is not difficult; the next few pages introduce some concepts concerning telecommunications management and briefly describe how the system works. We recommend that you become familiar with these topics to derive the most benefit from MERLIN LEGEND Reporter.

The Basics

Telephone management refers to the procedure of collecting call records from your telephone system, processing them, and then producing meaningful reports. Here is how it works:

As you complete a phone call, your telephone system prepares a call record which is collected by MERLIN LEGEND Reporter.

The call record is processed according to the various databases as defined by the system manager and then it is stored on the hard disk.

Telephone

MERLIN LEGEND

At report time, call records are sorted by user's criteria and then printed.

What Is a Call Record?

At the completion of every incoming or outgoing call, your telephone system can create an electronic record of its occurrence and output it to its SMDR (for “Station Message Detail Recording”) port.

This record “details” information such as date, time and duration of the call, talk-time (incoming calls to calling groups only), digits dialed (may include account code if used), and the extension and line used. In the case of incoming calls, the calling number may appear if it is a line with Caller ID service and the originating telephone company provided this information.

The talk-time value is 00:00:00 for incoming calls to the following:

extensions other than a calling group programmed as an Auto Login or Auto Logout group type

a calling group assigned as an Integrated VMI group type and used when a voice messaging system (for example, MERLIN LEGEND MAIL connected to the system



) is

a calling group assigned a a Generic VMI group type and used when a voice messaging system is connected to the system

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About MERLIN LEGEND Reporter

table

database

a call answered by an eligible Calling Group overflow receiver that is administered as the Listed Directory Number (the extension for the Queued Call Console (QCC) queue

MERLIN LEGEND Reporter links each field in the call record to functions which sort the call, process it, adjust running sub-totals (“summary buckets”), and finally stores or discards it.

The figure below illustrates a breakdown of the information in an outgoing (Dir. = C) and two incoming (Dir. = I) call records:

Dir. Date/Time Number Dialed Duration Line Ext. Acct.Code Talk-time

10/17/95 11:34 1716381600 00:07:28 01 32 1111

I 10/17/95 12:04 7163836880 00:05:20 12 15 00:05:12 I 10/17/95 12:30 IN 00:03:14 12 15 00:03:10

Call Record

Line / Facility

How MERLIN LEGEND Reporter Works for You

The following list highlights major features in the MERLIN LEGEND Reporter system: Call Collection MERLIN LEGEND Reporter collects call records from a telephone

system...

directly from the telephone system SMDR port by file transfer (another application collects SMDR and then

provides the file to MERLIN LEGEND Reporter) from a Pollable Storage Unit (PSU). The PSU itself connects to

the telephone system; a direct line or a modem connects the PSU to the MERLIN LEGEND Reporter.

Call Processing Call record details are processed and stored on the PC hard drive,

under the current accounting period database. If the following features are enabled, they are executed automatically prior to storing a call:

Organization

Account Code

Immediate printouts of certain calls (for example, calls with Caller ID information that were abandoned by the caller)

Dialed number privacy (all or part of the phone numbers called by selected extensions are masked — for example, for an executive on a private line)

Reports The system provides an extensive library of reports suitable for tele-

communications facilities management. Reports can be scheduled to run automatically at user-defined intervals or generated on demand:

Organization Reports

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About MERLIN LEGEND Reporter

Account Code Reports Selection Reports Traffic Reports

Archives Data from the last accounting period is kept as an “archive.” This may

be backed up to floppy diskettes for safe-keeping and, if needed, restored to the PC to print reports from that period.

Remote Access Optionally, MERLIN LEGEND Reporter users can install Remote

Access software and a modem to receive remote assistance from the hotline.

Multi-site MERLIN LEGEND Reporter can also work to collect data from multiple Configuration MERLIN LEGEND ststems. One site — the Central Site — serves as

the processing center, receiving SMDR from multiple sites for inclusion in reports. Each site collects SMDR from its own telephone system via PC file transfer, PSU, or another MERLIN LEGEND Reporter. The Central Site then privately arranges for the PC file to be sent or uses MERLIN LEGEND Reporter to schedule “polls” from a PSU or a MERLIN LEGEND Reporter at the remote site.

Information specific to multi-site configurations is indicated by the icon in the margin of the text.

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About MERLIN LEGEND Reporter

3141123

224

The Workplace

MERLIN LEGEND Reporter works with all basic elements in Windows — icons, menus, and dialog boxes. Setup automatically creates the main menu and icons for various tasks.

Menus and Dialog Boxes

The main menu displays the titles of pull-down menus. All operations are initiated here, through a system of sub-menus like the one shown below.

An ellipsis (...) next to an option leads to a dialog box — for example:

Dialog boxes are used to provide instructions to complete a task. To do so, you provide all requested information in the list boxes , text boxes , or check boxes and then use a command button to carry out the operation.

A triangle ( “cascading” sub-menu.

) leads to a

Dimmed options are not accessible to you.

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About MERLIN LEGEND Reporter

You may work with a mouse and keyboard. This document shows examples using the mouse.

Quick Reference*

Open a menu or dialog box

Close a menu Click elsewhere. Press Esc (this also closes a dialog box).

Move to or select a box or a button in a dialog box

Select from a list in a dialog box

* See your Windows manuals for further details on these elements.

Using the mouse

Click on the option's name. Press Alt and do either (1) or (2):

(1) move to the option's name with the arrow keys

and press Enter.

(2) type the underlined letter in the name — for

example, type R for Reports.

Click on the item of

interest.

Click on the

open the box, then click on

the item of interest.

arrow to

Move with Tab (forward) or Shift+Tab (backward) and/or press and hold Alt while typing the underlined letter in the item’s name — for example, type E for the Edit button.

Press the up and down arrow keys.

Using the keyboard

On-line Help

Help is available in one of two ways: (1) From the main menu, select Help, then I

to open the main Help Contents for MERLIN LEGEND Reporter:

Like any Windows "help," you click on specially marked topics to “jump” to that topic.

To learn how to use Help, press F1 or select Help from the Windows Help menu.

(2) From a dialog box, press the F1 key for

specific instructions to complete it: Again, you click on specially marked topics, to

“jump” to...

ndex

(a) an explanation of the term (b) or to a related topic

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About MERLIN LEGEND Reporter

MERLIN LEGEND Reporter Icons

After installing MERLIN LEGEND Reporter, you will see icons on your Windows' Desktop (if using Windows 3.1), or on the task bar buttons (using Windows 95). The following icons are used to open or use a feature:

MERLIN LEGEND Reporter. Icon to reopen the main menu after it has been reduced.

Immediate Output. Icon to open the Immediate Output file. This function is also accessible as an option under the Listings menu.

Message Log. Normal or message alert icons to open the Message Log file. This function is also accessible under the Listings menu.

Report Viewer. Icon to reopen a report “window” after it had been reduced. This function is accessible as an option under the Reports menu.

The following icons represent system tasks. They have been designed for access by service personnel:

or or

Protocol. Icon for the task that manages call record transmissions from a site. Opens a diagnostic window to monitor actual transmissions.

Format. Icon for the task that interprets call records as they are sent from a site's telephone system. Opens a diagnostic window to monitor that task.

Call Collection Scheduler. Icon for the task that manages the timetable for call record collection in the background. Not accessible by users.

Starting and Ending a Work Session

Once the system manager has configured MERLIN LEGEND Reporter for “users,” a work session should start by “logging in” and end by “logging out.” This preserves system security, in that only those allowed to run reports or delete or change data can do so.

1. To start a session, select the “Login!” entry from the “startup” menu: a. Type your User ID, tab to the next entry

and type your Password (asterisks mask your entries), then click OK.

b. When the full MERLIN LEGEND

Reporter menu appears, open the function desired.

2. To end a session when your work is done, select “Logout!” from the main menu:

The full MERLIN LEGEND Reporter menu is replaced by the “startup” menu.

Issue 1 January 1997 1-7

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2 Installation

This chapter contains instructions to install MERLIN LEGEND Reporter and verify call processing. It includes a summary of custom setup procedures, with references to the appropriate detailed explanations in this manual.

The chapter is organized into installation tasks, as follows:

Checking the Equipment. This involves taking an inventory of the requirements for a successful installation. This section is formatted as an “installation log” so you can check off items and jot down important system information.

Gathering Information. This involves completing the worksheets used to collect information required at installation.

Installing the Software. This involves loading the software package and setting up MERLIN LEGEND Reporter with worksheet information.

Establishing the SMDR Interface. This involves checking SMDR programming at the telephone system and connecting it to the PC.

Verifying Call Processing. This involves checking that calls are received and processed correctly.

Completing a Minimal Setup. This involves finalizing the setup of any incomplete databases and starting call processing.

What’s Next. This involves reviewing a list of MERLIN LEGEND Reporter features you may wish to implement at this time.

Examples show Windows 3.1 and Windows for Workgroups 3.11 dialog boxes.

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Installation

Printer

Mouse

Modem

Keyboard

Configuration

Checking the Equipment

Verify that the following equipment is in place and properly set up, as documented in its installation manuals (see the Required Configuration table for equipment specifications).

MERLIN LEGEND

Graphics Monitor

Remote Access

Required

Processor

Storage

(1)

Serial Ports and Modems

See Serial Port Pinouts and Modems in

appendix C.

Devices

Parallel

Single-site Multi-site

• 486 class / 25 MHz speed

• 8 Mb RAM

• 5 Mb for the application software

• 80 Mb for data (25,000 call records)

(2)

• A COM port available

(3)

for SMDR

input at all times

• An additional COM port available

during Remote Access

• A 9600-baud (or faster) modem for

Remote Access

(4)

Bus, PS/2, or serial mouse (a serial mouse may cause IRQ conflicts. See Appendix E for information on IRQ conflicts and solutions), VGA color monitor, parallel printer

(5)

(must support graphics and 10-17 characters/inch)

• 486 class / 66 MHz speed

• 8 Mb RAM

• 5 Mb for the application software

• 200 Mb for data (62,500 call records)

• A COM port available

(3)

for SMDR input at

all times

• A 1200-baud (or faster) modem for

SMDR input

(3)

• An additional COM port available

Remote Access

• A 9600-baud (or faster) modem for

Remote Access

(4)

(3)

during

Software

Windows 3.1 or Windows for Workgroups 3.11 or Windows 95 (if PC is on a LAN, MERLIN LEGEND Reporter will require special installation.)

2-2 Issue 1 January 1997

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Installation

(1)

(2)

(3)

(4)

(5)

Not including Operating System storage requirements. Serial ports must meet RS232 communications standards. If additional ports are needed, you may use

Equinox MARK-IV Comtrol RocketPort

 boards with Cherry Hill Software HiCom/9 driver (in a Windows 95 environment use



multiport serial boards) and a modem on each additional port. For information, contact Equinox Systems, Inc. (305 746-9000), Cherry Hill Software (609 983-1414), and/or Comtrol Corporation (612) 631-7654).

“Available” means that no other PC device is using the IRQ used by that COM port and no other PC application uses the COM port. See Appendix E for detailed information on PC serial port conflicts and solutions.

If Remote Access is not used, support may require an extra charge. Use the printer setup function in Windows to select or add your printer’s driver before trying to print or display

a report.

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Installation

1. Enter the appropriate information in the verification checklist below: A personal computer (PC) with the recommended class, speed, RAM, and

storage configuration for your expected traffic and two available serial ports. Make/model: Class/speed: RAM: Mb Hard Disk: Mb

Keyboard and mouse (indicate mouse type: bus, serial, or PS/2): Graphics monitor (type):

(Check one) Windows 3.1 , Windows for Workgroups 3.11 , or Windows

95 , with a default configuration. DO NOT USE DISK COMPRESSION. Parallel printer and driver, setup using Printers from Windows Control

Panel on

(check one)

LPT1 or LPT2 . Printer name: Serial port for SMDR input: COM

9600-baud (or faster) modem for Remote Access (for more details, see Appendix C), installed on serial port COM . Phone Number:

MERLIN LEGEND II Communications System (Release 4.1 or later) with programming options as described in Establishing the SMDR Interface later in this chapter.

(check all that apply)

ASA or DXD SMDR Hybrid or Key Mode

Incoming lines with Caller ID (ICLID = Individual Calling Line Identification)

We recommend purchasing this service for all incoming lines as it is useful in identifying the location from which calls are arriving. MERLIN LEGEND Reporter supports ICLID, useful in measuring customer response to advertising and promotions, facilitating customer callbacks, etc.

2. Verify the contents of your MERLIN LEGEND Reporter package: This book Remote Access software (Carbon Copy

 Host - 4 diskettes)

MERLIN LEGEND Reporter software (6 diskettes):

— Setup Disk — Program Disks 1 and 2 — Configuration Disk

— Call Collection Disks 1 and 2 D8W modular cord 355 A/F adapter (modular-to-DB25 female) DB25-to-DB9 adapter (25-pin to 9-pin)

2-4 Issue 1 January 1997

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Installation

Gathering Information

This task involves collecting information about your company and its telephone services and equipment. To do so, you should meet with your information contacts — MERLIN LEGEND service representative, System Consultant, your own personnel department, and so forth — and complete the worksheets provided in Appendix A.

These worksheets contain the same information as in the dialog boxes used for data entry at installation. Make as many copies of the worksheets as necessary.

System-Wide Parameters Call Collection Interface Call Collection - Polling Schedule (if used) Telephone Lines and Facilities Organization Table

Installing the Software

This task involves loading the software package and setting up MERLIN LEGEND Reporter with information from the worksheets. Setup may be performed in one of two ways:

(1) a complete setup that leaves the system ready to start normal operations or...

(2) a minimal setup that allows verifying call collection. Normal operations require

further administration by the user (to complete entering worksheet information before starting call processing).

This section will document a complete setup, with an indicator in the margin (like the one on the right) to skip this part of the procedure when performing a minimal setup.

Loading Remote Access Software

1. Connect the Remote Access Modem if you had not done so before: a. Select a serial port on the PC and connect the modem to it. b. Plug the modem’s phone cord into the telephone outlet for this line and turn the

modem ON. (You may use the modem’s default settings.)

2. Close any open Windows application, then close the Program Manager. Confirm ending this Windows session.

Skip in a minimal setup

3. Retrieve the Carbon Copy diskettes from the software package. Insert the Carbon Copy Setup diskette in a disk drive. Then at the DOS prompt, enter the drive letter

followed by “:\setup” (for example, “a:\setup” for the A drive).

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Installation

4. Follow the screen instructions to:

5. Screen instructions will prompt you to install Disk #2 and Disk #3. (Disk #4 is not

6. The Modem Wizard dialog box appears.

Skip in a minimal setup

a. Register your name (required) and your company. b. Skip viewing the README.TXT with the No button. c. Accept the default directory (c:\microcom) for installation. d. Accept the default installation options (Carbon Copy Host).

used with the above options.)

As configuration checks are carried out, you may be prompted to replace existing drivers and/or older Carbon Copy files. Choose Yes to replace them.

a. To have it detect and configure your modem, select Yes, then OK. Follow

instructions when other verification dialog boxes appear, then proceed to step 7.

b. To configure your modem manually, select No and proceed as follows:

i. When the Communications dialog box appears, select Serial Port then the

Setup button.

ii. When the Serial Port Setup dialog box appears, select the Port, Modem, and

Speed used (see Appendix C for modem specifications). If your modem is not listed, select AT Compatible.

iii. Select Test to check the connection. (If it fails, verify port settings and

repeat.)

iv. Select OK to continue.

7. Select No if prompted to convert password tables or modify the autoexec.bat file. Select Yes to save suggested changes in an autoexec.ccw file.

8. When the Setup program concludes, it informs you that Windows will restart. Select OK to acknowledge the message.

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Installation

to enable Remote Access.

Skip in a minimal setup

When Windows re-starts, notice the newly-created Carbon Copy group:

From here you start the Host program

This completes the Remote Access setup. Proceed to Loading MERLIN LEGEND Reporter Software.

If you make changes in your PC configuration — such as installing a new video board, mouse, or sound driver — that require running the Windows Setup program again, or if you manually change these entries in the you must also run the Carbon Copy Setup program again, for Carbon Copy to recognize the new drivers.

system.ini file,

Verifying The Proper PC Configuration

Use one of the following procedures to verify that the proper PC configuration exists before installing the MERLIN LEGEND Reporter Software.

PC Configuration Checks Using Microsoft Diagnostics

Use the following procedure to verify PC configuration information using Microsoft Diagnostics (msd command) from a DOS prompt. If your Windows 95 installations does not include MSD software, proceed to PC Configuration Checks Using Windows 95.

If the correct PC configuration is not present, the PC must be upgraded before MERLIN LEGEND Reprter can be installed.

1. Exit Windows by selecting Exit Windows from the Program Manager File menu and selecting OK. The DOS prompt (for example, c:\) is shown on the screen).

2. Activate MSD by typing msd at the DOS prompt, then press Enter. MSD shows fourteen categories of information, arranged in two columns with seven

entries in each column:

Computer Disk Drives Memory LPT Ports Video Comports Network Windows OS Version IRQ Status Mouse TSR Programs Other Adapters Device Drivers

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Installation

3. Verify the processor type (386, 486, etc.) shown to the right of the Computer

4. Verify the Random Access Memory (RAM) shown the right of the Memory category.

5. Verify the amount of hard disk space by pointing to Disk Drives and clicking the left

6. Verify the PC monitory by pointing to Video and clicking the left mouse button. The

7. Verify the mouse type shown to the right of the Mouse category. To view additional

Some of the information you need is displayed on this screen next to the corresponding category. To see additional information for any of the categories, point to the category name and click the left mouse button.

category. To view additional Computer category detail, point to Computer and click the left mouse button. A 486 or higher PC is required.

A system with eight (8) Mb of RAM might display the following: 640K, 7168K Ext, 1024 XMS). To view additional Memory category detail, point to Memory and click the left mouse button. Eight (8) Mb of RAM or more is required.

mouse button. The total space and available space on disk drives is shown on the screen. Drive C is typically the drive used for installing the MERLIN LEGEND Reporter software. The available hard drive space required is 85 Mb.

video information is shown on the screen. A VGA color monitor is required.

Mouse category detail, point to Mouse and click the left mouse button. Either a PS/2 or Bus mouse is desirable because neither causes IRQ conflicts with serial ports. If a serial mouse is connected, see Appendix E of this guide for additional information.

8. Verify the number of communications ports (COM ports) shown to the right of the Comport category. Two (2) COM ports are required.

9. Search for IRQ (interrupt request) conflicts by pointing to IRQ Status and clicking the left mouse button. Typically, sixteen IRQs are shown on the screen with assignments for each.

Make a note of the IRQs used for the MERLIN LEGEND Reporter (typically COM ports 1 and 2). Some potential conflicts include: COM ports 3 and 4 may share IRQs with COM ports 1 and 2, or a serial mouse may share an IRQ with COM port 1 or 2. (typically IRQs 3 and 4) cannot be used by any other function.

Some Network Interface cards (NIC) are not detected by MSD. In many cases, an NIC is assigned to IRQs above 5, while COM ports are often assigned IRQs 3 and 4 (that is, no conflict). However, if an NIC is present and you cannot gather call records, it may be necessary to determine which IRQ the NIC uses.

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PC Configuration Checks Using Windows 95

Use the following procedure to verify PC configuration information using Windows 95. If the correct PC configuration is not present, the PC must be upgraded before MERLIN LEGEND Reprter can be installed.

1. Verify the processor type (386, 486, etc.) by clicking on My Computer, then double

2. Verify the Random Access Memory (RAM) using the same procedure in step 1 to

3. Verify the amount of hard disk space by selecting the Performance tab from the

clicking on Control Panel, then clicking on General tab on the System Properties screen. The processor type is shown on the screen. A 486 or higher PC is required.

select the General tab from the System Properties screen. The amount of RAM is shown on the screen. A system with eight (8) Mb of RAM might display the following: 640K, 7168K Ext, 1024 XMS). Eight (8) Mb of RAM or more is required.

System Properties screen then selecting Virtual Memory. The total space and available space on disk drives is shown on the screen. Drive C is typically the drive used for installing the MERLIN LEGEND Reporter software. The available hard drive space required is 85 Mb.

4. Verify the PC monitor by selecting the Performance tab from the System Properties screen, selecting the Device Manager tab, then double clicking on Display Adapters. Double click on the adapter name, then select the Driver tab. The video information is shown on the screen. A VGA color monitor is required.

5. Verify the mouse type shown by selecting the Performance tab from the System Properties screen, selecting the Device Manager tab, then double clicking on Mouse. Double click on Mouse type. The mouse type and working status is shown on the screen. Either a PS/2 or Bus mouse is desirable because neither causes IRQ conflicts with serial ports. If a serial mouse is connected, see Appendix E of this guide for additional information.

6. Verify the number of communications ports (COM ports) by selecting the Performance tab from the System Properties screen, selecting the Device Manager tab, then clicking on Ports (COM & LPT). Double click on COM1. After checking the results, go back to the Device Manager tab and repeat for COM2. Two (2) COM ports are required.

It is possible to have two COM ports (also referred to as serial ports or EIA ports) and still encounter problems. The COM ports may already be used for another function (for example, internal or external modems). To determine if a modem is using one of the COM ports, return to the Device Manager tab and double click on Modem. Double click on the Modem Name, then select the Modem tab. The COM port being used by the modem is shown on the screen. Refer to Appendix E of this guide for additional information, if needed.

7. Search for IRQ (interrupt request) conflicts by selecting the Performance tab from the System Properties screen, selecting the Device Manager tab, then clicking on Properties (make sure the Show Interrupt Request option is active for this screen). The IRQs and the device using each number are shown on the screen.

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Loading MERLIN LEGEND Reporter Software

1. Retrieve the MERLIN LEGEND Reporter software diskettes from the software package and insert the Setup diskette in any disk drive.

2. Select Run from the Program Manager File menu; at the command line, enter the drive letter followed by “:setup” (for example, a:setup for the A drive).

3. When a dialog box similar to the one below appears, select OK. (Follow screen instructions if you wish to use a different directory.)

4. As the installation progresses, follow the screen prompts to load the Program 1, Program 2, and Configuration diskettes into the named drive.

5. When a dialog box similar to the one at the top of the next page appears, select OK (follow screen instructions if the start-up drive is other than “c:”).

6. When a dialog box similar to the one below appears, remove the last diskette from the drive, then select

Yes.

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After the PC reboots, proceed to Setting Up MERLIN LEGEND Reporter.

Setting Up MERLIN LEGEND Reporter

After Windows restarts, the Lucent Technologies logo appears on the screen followed by the MERLIN LEGEND Reporter setup dialog box:

In this procedure, when you select [x] an item from the setup display, the item's dialog box appears.

When you close the item's dialog box, the setup display reappears so that you may continue to the next item.

1. Select [x] Organization Level Names.

Changes to any of the level names on this screen changes all screen banners and labels on all corresponding screens (see step 5). If you are using MERLIN LEGEND Reporter for calling groups only, you may want to change Cost Center to Calling Group.

Skip in a minimal setup

a. Enter your company

name and make any required changes to the Level Names from PART I of the SYSTEM-WIDE PARAMETERS worksheet.

b. When complete, select

OK to continue.

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2. Select [x] Set Accounting Period.

3. Select [x] Call Collection Interface.

In a minimal setup, select OK and proceed to step 3.

Skip in a minimal setup

a. Make any required changes from PART

II of the SYSTEM-WIDE PARAMETERS

worksheet.

b. Select OK to continue.

a. Load the Call Collection diskettes, one at a time:

i. Use Add then select Yes to continue. ii. Load Disk 1 and select OK. iii. Repeat i and ii above with Disk 2.

b. Back at the Call Collection Interface dialog box, click on the down arrow of the

selection box to select the protocol (as identified in the CALL COLLECTION INTERFACE worksheet) and do the same for the format (the MERLIN LEGEND entry).

c. Select the Options button in the Protocol group to set transmission details.

When a dialog box similar to one of the samples shown on the next page appears, enter the appropriate values from the worksheet.

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CALL COLLECTION INTERFACE

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Installation

If you selected Direct Connect, a dialog box similar to this one appears.

When complete, select OK and proceed to step 3e.

If you selected Collect from File, a dialog box similar to this one appears.

When complete, select OK and proceed to step 3e.

If you selected PollComm, a dialog box similar to this one appears.

When complete, select OK and proceed to step 3d.

d. If you selected PollComm protocol:

i. Use the Schedule button in the Call

Collection Interface dialog box to add the polling schedule.

ii. Use Add and complete the resulting

dialog box with values from the

COLLECTION - POLLING SCHEDULE

CALL

worksheet.

iii. When complete, select OK.

e. Back on the Call Collection Interface dialog box, select Apply and then Yes to

restart Call Collection Interface tasks. Use Close to continue the setup.

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4. Select [x] Trunk. In a minimal setup, select Close and

proceed directly to step 6.

a. Use the Facilities

button, then Add to enter one at a time, every facility name,

grade of service, and number of lines from

the

LINES & FACILITIES

worksheet (after each entry, select Apply).

Skip in a minimal setup

b. When complete, use

Close.

c. Back at the Line dialog box:

i. Use Add to enter lines from the

& FACILITIES

worksheet and associate

them with the appropriate facility. ii. After each addition, select Apply. iii. When complete, select Close to

continue.

5. Select [x] Organization. This procedure uses default Organization Level Names. If you changed these

in step 1, your system shows the appropriate names. For example, if you changed “Cost Center” to “Calling Group,” in step 1 you would see the labels “Calling Group” instead of “Cost Center” at the bottom of this screen and all subsequent screens and reports.

LINES

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Installation

a. If you completed

personnel information in your ORGANIZATION Worksheets - Levels 1 and 2, select the Personnel button and proceed to step 5b; otherwise, proceed to step 5c.

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b. Select Add.

i. One at a time, enter all

personnel names from the ORGANIZATION

WORK-

SHEET - Levels 1 and 2. After each entry, use Apply.

ii. When complete, use Close.

c. Back at the Extension

dialog box, use the Cost Center button and proceed to step 5d.

Skip in a minimal setup

d. If your Organization contains only two levels, proceed directly to step 5e; for

Organizations with higher levels, we recommend working from the top down to enter your ORGANIZATION WORKSHEET - Levels 2 and Higher.

i. Move to the very top level — use the Department button in the Cost Center

dialog box, then the next level button if it exists, and so on.

ii. Complete this level: one at a time, add entries from the worksheet (use

Apply after each); when complete, select Close to move one level down.

iii. If this is the Cost Center level, proceed to step 5e; otherwise, add this level

entries from the worksheet, making the appropriate association with its “parent” level. When complete, select Close.

iv. Repeat the above step until you reach the Cost Center level.

e. At the Cost Center level:

i. Use Add to enter all

cost centers (or calling groups) from the

Worksheet and

asso-ciate each with its “parent” level (if it exists). After each addition, use Apply.

ii. When complete, use

Close.

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6. When the MERLIN LEGEND Reporter setup dialog box reappears, use the Close

Skip in a minimal setup

f. Back at the first level:

i. Select Add to enter

extension information from the

Worksheet,

including associations with the Personnel and Cost Center database already in existence. After each addition, use Apply.

ii. When complete, use

Close.

button. The MERLIN LEGEND Reporter main menu and system icons appear on the screen.

Proceed to Establishing the SMDR Interface.

Establishing the SMDR Interface

Establishing the SMDR interface between the MERLIN LEGEND Reporter and the telephone system includes:

Programming the telephone system to best utilize MERLIN LEGEND Reporter features.

Connecting the telephone system to the PC that is running MERLIN LEGEND Reporter.

Telephone system features can be combined in various ways, depending on your business needs to interact with MERLIN LEGEND Reporter. The following procedure provides an example for a calling group application. See your sales or service representative for help with this or any other arrangement. Refer to the MERLIN

LEGEND Communications System Feature Reference, System Programming, and System Planning guides for information about features, programming and planning.

1. Set up your telephone system to use the MERLIN LEGEND Reporter features: a. Group Calling

 Assign up to 32 calling groups with up to 20 members for each group. Each

telephone user can be a member of one calling group.

 Designate particular lines/trunks to ring directly into a calling group. Incoming

calls on a given line/trunk can be directed to only one calling group.

 If a voice messaging system (for example, AUDIX

LEGEND application.



MAIL is being used, reserve one or more groups for that



Voicepower or MERLIN

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Installation

2. If this installation uses a PSU to collect calls from the telephone system, refer to

 Assign calling group options (Hunt Type, Delay Announcement, Message-

Waiting Receiver, Calls-in-Queue Alarm Threshold, External Alert for Callsin-Queue Alarm, Overflow Coverage, Overflow Threshold, Overflow Threshold Time, Group Type).

b. Station Message Detail Recording (SMDR)

The system programming for types of calls (incoming or outgoing, or outgoing only) recorded on SMDR reports and the call length (factory set at 40 seconds) has no effect on SMDR reports for incoming calls to an Auto Login or Auto Logout calling group. SMDR call records are automatically generated for all incoming calls to all programmed calling groups.

Chapter 7 of this guide for instructions on installing the PSU, connecting it to the telephone system, and setting the interface between the PSU and the PC that is running the MERLIN LEGEND Reporter.

To connect the telephone system directly to the PC that is running the MERLIN LEGEND Reporter, proceed as follows:

a. Plug one end of the D8W modular cord (provided in the MERLIN LEGEND

Reporter package) into the SMDR port on the Processor module.

b. Depending on the PC port designated for SMDR input, connect the other end of

the D8W cord as follows:

 If the PC’s SMDR input port is a RJ45 port, plug the other end of the D8W

cord directly into the PC’s RJ45 port

 If the PC’s SMDR input port is a 25-pin port, plug the other end of the D8W

cord into the 355 A/F adapter (provided with the MERLIN LEGEND Reporter), then connect the 355 A/F adapter to the PC’s 25-pin port

 If the PC’s SMDR input port is a 9-pin port, plug the other end of the D8W

cord into the 355 A/F adapter (provided with the MERLIN LEGEND Reporter), then connect the 355 A/F adapter to the DB25-to-DB9 adapter (provided with the MERLIN LEGEND Reporter), then connect the DB25-to DB9 adapter to the PC’s 9-pin port

Verifying Call Processing

1. Place one or more calls and wait one minute.

2. a. For a direct connection, proceed directly to step 3. b. For SMDR collected from a file or polled from a PSU, you must either wait for the

poll or return to the Call Collection Interface and manipulate the polling schedule or interval to expedite a poll.

3. Open Call Processing Status from the Utility menu:

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4. a. If you performed a minimal setup, stop processing calls by selecting the check

You should see this number increase as calls are processed and stored.

If calls do not appear in the status window and yet you had followed the Call Collection Interface and MERLIN LEGEND system setup procedures, call for support as instructed on the inside cover.

box in the Call Processing Status dialog box.

Future calls will be stored in a temporary buffer until you return to this function and de-select the checkbox.

The installation will be complete when the setup of any incomplete databases is finalized and call processing starts. At a time when you are ready to do so, proceed to Completing a Minimal Setup.

b. If you performed a complete setup, Congratulations! MERLIN LEGEND

Reporter is installed and collecting calls. You may wish to review What's Next, at the end of this chapter.

5. You may leave the Call Processing Status dialog box in the background or you may close it.

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Installation

Completing a Minimal Setup

This last task involves finalizing the setup of any incomplete databases and re-starting call processing.

1. Collect the completed worksheets and enter their information in this order: a.

SYSTEM-WIDE PARAMETERS — use Organization Levels under the Customize

menu and Accounting Period under the Configuration menu. Follow steps 1 and 2 of Setting Up MERLIN LEGEND Reporter in this chapter.

TELEPHONE LINES AND FACILITIES — use Line under the Configuration menu.

Follow step 4 of Setting Up MERLIN LEGEND Reporter in this chapter.

ORGANIZATION TABLE — use Organization under the Administration menu.

Follow step 5 of Setting Up MERLIN LEGEND Reporter in this chapter.

2. Activate the Call Processing Status window from the background (or select it from the Utilities menu) and de-select the Stop Processing Calls check box.

MERLIN LEGEND Reporter is now completely installed and collecting calls. You may wish to review What’s Next, at the end of this chapter.

What’s Next

Below is a list of MERLIN LEGEND Reporter features you may wish to implement at this time:

Account Codes — if you use dialed codes in your telephone transactions, you can create a table of account numbers and names to track the telephone load due to customer or client accounts, projects, etc. See Account Codes in Chapter 3 and Account Code Reports in Chapter 4.

Alert Numbers — you can identify telephone number patterns so that a call to any of them will be logged as soon as it completes. If you enable an “Immediate Output Printer,” the call details will also print. See Alert / Alarm Numbers and Immediate Output to Printer in Chapter 3.

Call Types — you can enhance the default Call Type table with new “call types” based on the dialed number pattern or you can set and/or change a storage filter to reject calls below a specified minimum duration. See Call Types in Chapter 3.

Immediate Output — you can log all incoming calls, abandoned calls (with Caller ID information), and/or very long calls as soon as they complete. As in Alert Numbers, if you enable an “Immediate Output Printer,” the call details will also print. See Immediate Output and Immediate Output to Printer in Chapter

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Installation

Location Table — you can create a table of telephone number locations to enhance your detail reports with a “location name” and to report the distribution of your incoming calls with Caller ID. See Location Table in Chapter 3.

Report Schedules — you can schedule up to 25 groups of reports to print automatically, including a group to run as soon as the accounting period ends. See Scheduling Reports in Chapter 4.

If you are part of a multi-site MERLIN LEGEND Reporter configuration, either as a “polled site” or as the “Central Site,” see Chapter 6,

MERLIN LEGEND Reporter at a Polled Site, or Chapter 8, Central Site of a Multi-site Configuration, in PART II of this manual.

Issue 1 January 1997 2-21

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3 System Management

This chapter describes the functions under the Administration, Configuration, and Customize menus. It is organized into the following sections:

Your Daily, Weekly, and Monthly Tasks — provides a suggested maintenance schedule of MERLIN LEGEND Reporter functions.

Administration — describes the functions in this menu, under the following topics:

— Organization table — Immediate output — Alert / Alarm Numbers — Account Codes — Password

Site Selection (see Site Selection in chapter 8)

Configuration — describes the functions in this menu, under the following topics:

— Dialed Digit Processing — Call Types — Lines and Facilities — Call Collection Interface — Call Sender Interface (see Call Sender Interface in chapter 6) — Immediate Output to Printer — Accounting Period — Users

Customize — describes the functions in this menu, under the following topics:

— Organization Levels — Location Table — Languages (this function not currently available)

Examples show Windows 3.1 and Windows for Workgroups 3.11 dialog boxes.

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System Management

This chapter documents functions as if they were run in a single-site, standalone environment. Whenever a function or procedure requires a different approach in a multi-site configuration, the icon on the left appears in the margin.

Your Daily, Weekly, and Monthly Tasks

All MERLIN LEGEND Reporter functions that are required to start processing calls were set up at installation; most of them either will never change or they will be automatically maintained by the system.

The list below shows additional functions that you may wish to implement after installation, as well as those that are already setup but may require periodic maintenance.

Create tables soon after installation...

Account Codes — to report dialed account codes Alert Numbers — to log calls to alert numbers Call Types — to report more call types than those provided by default Immediate Output — to log incoming/abandoned/lengthy calls Immediate Output Printer — to print immediate output/alert calls Location Table — to identify location names for phone calls in reports Schedule Reports — to set up automatic printing at the end of a period

(1)

Daily Task...

Immediate Output Log — if used, check often for flagged calls

Weekly Task...

Users / Password — secure system after installation; change your password often

Monthly Tasks...

Account Codes — if used, update new account names before reports run Backups — backup the archive period, after closing the accounting period Organization Table — update new personnel/extensions before reports run

As needed...

Call Types — change/add to table if you wish to report different “call types” Reports — run individual reports as needed

(1)

Lines and Facilities — update if adding lines/facilities

(1)

Documented in Chapter 4, Reports and Listings.

(2)

Documented under Backup and Restore in Chapter 5.

(2)

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System Management

Administration

This section describes the following functions:

Organization Table — describes how to set up the site-specific table of telephone extensions, their attributes, and their place in a system-wide hierarchy.

Immediate Output — describes how to log incoming, abandoned, and/or lenghty calls; it also describes how to view this log.

Alert / Alarm Numbers — describes how to “flag” specific dialed numbers. Account Codes — describes how to set up the system-wide table of account code

numbers and names (sorted by name or by number). Change Password — describes how to change your login password.

Organization Table

Purpose To maintain the table of extensions and their attributes, including a directory of their

users. This table is used by MERLIN LEGEND Reporter to track extension activity for a site.

Related Functions

Organization Levels (Customize menu) sets the organization structure.

Default: level 1 = Extension, level 2 = Cost Center.

File Import/Export (Utilities menu) allows data transfers of organization entries. View Immediate Output (Listings menu) and Immediate Output Printer

(Configuration menu) provide ways to view the output for calls from extensions set for “Immediate Output.”

Dialog Box

Level 1 Extension

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System Management

new entry before you can select it.

Extension. The identifier (up to four digits) corresponding to the extension reported as the source of an outgoing call or destination of an incoming call. An entry in this field is site-dependent, required.

Undefined extensions that appear in call records are added to the table automatically with default attributes.

Authorization Code. The code (up to 10 digits) reported by some telephone systems to use limited-access facilities. Not used by a MERLIN LEGEND Communications System.

Privacy for reports and/or for storage. The digits to hide on numbers dialed by this extension (“None” or 1-17 digits or “All”). The right-most digits will be masked by “?”s.

Immediate Output. The option to log calls from/to this extension into the Immediate Output file and, optionally to the Immediate Output Printer (if enabled).

Delete at End of Accounting Period. The option to remove this extension from the system table when the period ends.

Personnel Name. The name of the extension user, selected from the list box (see the Personnel dialog box, below).

Cost Center. The name of the level-2 organization that owns this extension, selected from the list box (see the Level 2 - Cost Center dialog box, below).

Personnel

Level 2 Cost Center (or Calling Group)

Title. Miss, Mr., or Mrs. or up to 6 characters.

First Name. Up to 26 characters.

Last Name. Up to 36 characters.

A maximum of 12 characters are shown on some reports, last name first including commas and spaces.

If this level exists, select the entry that owns this cost center. You must create a

3-4 Issue 1 January 1997

Cost Center. The name (1 to 15 characters) of the level-2 organization that owns extensions, unique system-wide.

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System Management

Delete at End of Accounting Period. The option to remove this entry AND ITS LOWER LEVELS from the system table when the period ends.

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Chapter 8.

Summary of Procedures (Organization Table)

1. Select Organization from the Administration menu.

2. To update entries in: the Extension level, proceed to step 3. the Personnel levels, select Personnel and proceed to step 4. the Cost Center or higher levels, select Cost Center and proceed to step 5.

3. For a new extension, select Add; otherwise, select the desired extension and use

Edit or Delete, as appropriate.

If Delete is disabled, it means that this entry is in use elsewhere in the database. Use Edit and select [x] Delete at End of Accounting Period. The default entry “??????????” may not be deleted.

a. For additions or edits, complete the dialog box. If you need to make an

association with a Personnel or Cost Center that does not appear in the list box, you must create it first. Select its button, complete its dialog box, then return here to select it from the list box.

b. Select Apply (Reset cancels changes). You may work on another extension

record or use Close to exit.

4. For a new personnel record, select Add; for changes, select the desired name and

then Edit or Delete, as appropriate.

See Site Selection in

The default “??????????” name may not be deleted; however, it may be changed to reflect its function (for example, to “Unassigned”).

When complete, select Apply (Reset cancels changes). You may work on another personnel entry or use Close to return to the first level.

5. For a new Cost Center, select Add; for changes, select the desired cost center

and select Edit.

The “Default” entry may not be deleted; however, you may change it to another name reflecting its function (for example, “Unassigned”).

a. Complete the dialog box.

If your system includes higher organization levels (for example, Department) and you need to make an association with an entry that does not appear in the list box, you must create it first. Select its button, complete its dialog box, then return here to select it from the list box.

b. Select Apply (Reset cancels changes). You may work on another cost center

record or use Close to return to the prior level.

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Chapter 8.

Immediate Output

Purpose To log ICLID-abandoned calls (incoming calls terminated by the caller before being

answered; the record includes the originating phone number), all incoming calls, and/or lengthy outgoing calls.

Call records that meet any of the selected conditions are logged into the Immediate Output file and, optionally, printed immediately. The Immediate Output log is a “FIFO” (first-in, first-out) self-maintaining file that can hold up to 500 records.

Related Functions

Alert Numbers (Administration menu) is used to log calls to specific numbers. Organization - Extension (Administration menu) is used to log calls from

specific extensions. Immediate Output to Printer (Configuration menu) is used to enable printing

logged calls. View Immediate Output (Listings menu. See related icon, below) is used to

display the Immediate Output log.

Dialog Box

Summary of Procedures (Immediate Output)

1. Select Immediate Output from the Administration menu.

2. Complete the dialog box.

3. Select OK to accept changes and exit (Cancel exits without changes).

Related Icon

This icon has the same function as the View Immediate Output option in the Listings menu — it opens the viewer to the Immediate Output log:

Log options — ICLID Abandoned and Incoming Calls.

Minimum Duration. Option to log outgoing calls exceeding this length (in hrs:min.:secs, default 24:00:00). For example, 00:10:00 logs calls of at least 10 minutes, 1 second.

See Site Selection in

For details, see Immediate Output in Chapter 4.

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Chapter 8.

Alert / Alarm Numbers

Purpose To log calls to specified number patterns and, optionally, sound an alarm at the PC.

A call to any number matching the pattern is logged into the Immediate Output file and flagged in the TYPE column as “ALERT” (if selected to sound an alarm, the flag changes to “ALARM”).

Related Functions

Immediate Output (Administration menu) is used to log incoming, abandoned,

and/or lengthy calls. Organization - Extension (Administration menu) is used to log calls from

specific extensions. Immediate Output to Printer (Configuration menu) is used to enable printing

logged calls. View Immediate Output (Listings menu. See related icon, below) is used to

display the Immediate Output log.

Dialog Box

Dialed Digit Pattern. The number pattern to match. Patterns can be up to 18 digits and/or wild cards (? = single digit; % = any number of digits). For example, 900% represents any non-toll call to a 900-number.

Summary of Procedures (Alert Numbers)

1. Select Alert Numbers from the Administration menu .

2. For a new entry, select Add; for changes, select an entry and use Delete or Edit.

3. When complete, select Apply (Reset cancels changes) and Close.

Related Icon

This column

shows the

type of call

logged:

This icon has the same function as the View Immediate Output option in the Listings menu — it opens the viewer to the Immediate Output log:

Audible Alarm. The option to sound an alarm at the PC when a call is placed to this alert number.

See Site Selection in

3-8 Issue 1 January 1997

For details, see Immediate Output in Chapter 4.

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System Management

in Accounts by Name.

Account Codes

Purpose To administer the table of account codes reported by the telephone system.

Related Functions

Account Code Reports can generate printouts of calls with account codes. Call Record Edit (Utilities menu) may be used to correct dialed errors in stored

call records.

Dialog Box

These fields are reversed

Account Code Number and Name. The dialed code number reported by the telephone system (unique system-wide, up to 16 digits) and the name (up to 20 characters) entered by the user as it will appear in reports.

MERLIN LEGEND Reporter automatically adds any new account codes that appear in call records with the account number as its name. If the table overflows with more accounts than allowed by your model size, additional codes will NOT appear in call records and an error message will be logged. See Capacities in Appendix C.

Delete at End of Accounting Period. Option to remove this account code from the system table when the period ends.

Summary of Procedures (Account by Name or by Number)

1. Select Account by Name or Account by Number from the Administration menu.

2. For a new entry, use Add; for changes, select the desired entry and use Delete or Edit, as appropriate.

If Delete is disabled, it means that this entry is in use elsewhere in the database. Use Edit and select [x] Delete at End of Accounting Period.

3. For additions or edits, complete the dialog box and use Apply (Reset cancels changes).

4. You may work on another entry or use Close to exit.

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Password

Purpose To change the current user’s password. (This dialog box is disabled on systems that

do not have “users.”)

Related Users (Configuration menu) identifies who can access the system and assigns Functions privileges.

Dialog Box

Summary of Procedures (Password)

1. Select Password from the Administration menu.

2. Enter your old password (asterisks mask your entries), then enter the new one twice.

3. Select OK to accept the change and exit (Cancel exits without changes).

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Configuration

This section describes these functions:

Dialed Digit Processing — describes an administrator’s tool to correct inconsistencies in the dialed number field of call records.

Call Types — describes the function which identifies call types with a dialed pattern and sets a storage filter based on duration.

Lines — describes the function that identifies the call’s route reported by the telephone system and associates the line to a facility name.

Call Collection Interface — describes the function that controls the interface to the source of call records for a site.

Immediate Output to Printer — describes the function that enables printing the details of any call logged into the “immediate output” file.

Accounting Period — describes the function that establishes the length of your accounting period and the start of your fiscal year.

Users — describes how to set up or change the login names and access privileges of all users.

Dialed Digit Processing

Purpose To specify dialed patterns that require additional manipulation in order to process the

call correctly (such as removing invalid characters from the dialed number field).

Dialog Box

MERLIN LEGEND Reporter uses the entry “--%” shown in the sample above to discard internal calls, should the telephone system report them. The MERLIN LEGEND Communications System does not report internal calls.

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Chapter 8.

Search For: — Dialed Digit Pattern. The dialing pattern targeted for additional processing. Search

patterns are represented by up to 18 characters: the numbers 0 through 9, star (*) and pound (#) signs, and/or wild cards (? = single character in the position it appears; % = any number of trailing characters).

— Facility. The facility and direction — incoming, outgoing, or tandem calls —

targeted for additional processing. (“Tandem” refers to connecting calls, coming into the telephone system through one line and transferred out again through another. The MERLIN LEGEND Communications System does not handle tandem calls.)

Modified To: — Dialed Digits. The dialing pattern (up to 18 digits and/or wild cards “?”, “%”, “-“)

conforming to the following replacement rules: Every digit represented by a “?” in the search-for pattern is matched either to a “?”

to keep the digit or to a “-” to discard it. For example, search for = ?381???? and modified to = -381???? changes 13811234 into 3811234.

Trailing digits represented by a “%” in the search-for pattern are matched to a “%” in the modified-to pattern. For example, search for = 88% and modified to = % changes 8817165551212 into 17165551212.

— Select [x] Change Dialed Digits to store the replaced number with the call or select

[x] Discard Matching Calls to reject the call altogether.

Summary of Procedures (Dialed Digit Processing)

1. Select Dialed Digit Processing from the Configuration menu.

2. For a new entry, select Add; for changes, select the desired entry and use Delete or Edit, as appropriate.

3. Complete the dialog box.

4. Select Apply (Reset cancels changes). You may work with another entry or select Close to exit.

See Site Selection in

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Call Types

Purpose To identify call types by their dialed number and, optionally, to set a storage filter based

on a minimum duration. Calls rejected by the minimum duration filter are logged in the Immediate Output file.

Related View Immediate Output (Listings menu) is used to display the Immediate Output Function file. (Rejected calls appear with an asterisk (*) under the “TYPE” column.)

Dialog Box

Dialing Patterns

Call Type. The system name (up to 5 characters) used in dialog boxes and listings. Reporting Name. The call type name (up to 5 characters) to appear on reports. Call Storage Options - Minimum Duration. Filter for storing calls of this type (0:00:00 to

9:59:59 in hours, minutes, seconds). For example, if you enter 0:00:15, calls of the specified type with less than 15 seconds duration will be rejected; their records will be logged into the Immediate Output file with an asterisk (*) under the “TYPE” column.

Dialing patterns. Number patterns associated with this call type. In this example, we show:

976???? = local number to Time & Weather ????5551212, 5551212, 411 = long distance and

local directory assistance 911 = emergency 1900% = 900-numbers 1800% = toll-free 800-numbers 0% = operator assistance

The following table lists system defaults:

Call Type Dialing Pattern Call Type Dialing Pattern

LOCAL ??????? ABAND defined automatically by the LDIST 1% INCOM Call Collection Interface IDDD 011% Other %

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Chapter 8.

Summary of procedures (Call Types)

See Site Selection in

1. Select Call Types from the Configuration menu.

2. For a new entry, select Add; for changes, select the desired entry and use Edit or Delete, as appropriate.

3. Complete the dialog box. To add or change the number patterns associated with this call type, select Dialing Patterns.

a. For a new pattern, select Add; for changes, select the desired entry and use

Edit or Delete, as appropriate.

b. For additions or edits, complete the dialog box and select Apply (Reset

cancels changes). You may work with another entry or select Close to exit.

4. At the Call Types dialog box, select Apply (Reset cancels changes). You may work with another entry or select Close to exit.

Lines

Purpose To administer the table used by MERLIN LEGEND Reporter to track the route of calls

through the telephone system. If a new line number appears in a call record, it is automatically added to the table under the “Default” facility.

Related The Facility Grade of Service Report provides traffic information to help you offer the Functions best service (accessibility, less waiting times) through your telephone lines.

Dialog Box

Facilities

Line. The 2-digit line number, exactly as it appears in a call record.

Facility. The name of the telephone facility associated with this line. You must define a new facility via the Facilities button before selecting it.

Delete at End of Accounting Period. Option to remove this line from the system table when the period ends.

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Chapter 8.

Facility. The identifier (up to 15 characters) for a group of lines that carry calls requiring similar services — typically, these line groupings are already programmed for your telephone system.

For example, if you have a pool of Central Office lines, you may call the facility “CO” and associate the lines in that pool under this name. Other examples are: “Private” (private lines), “WATS” or “IN-WATS” (for 800-number service lines), “ICLID” (for lines with “Caller ID” service).

Outgoing and Incoming Carrier Services. These are internal values, always set to “Default Outgoing” and “Default Incoming.”

Target Grade of Service (GOS). The desired probability (0.0 to 20.0 %; default = 2.0 %) of receiving a busy signal during the facility busy hour. The system uses actual traffic data to estimate the number of lines required to meet this value.

Number of Lines (if enabled). The number of physical lines in this facility. Delete at end of Accounting Period. Select [x] to remove this facility from the system

table when the period ends.

Summary of Procedures (Lines and Facilities )

1. Select Line from the Configuration menu.

2. For additions, select Add; for changes, select the desired entry and use Delete or Edit, as appropriate.

If Delete is disabled, it means that this entry is in use elsewhere in the database. Use Edit and select [x] Delete at End of Accounting Period.

3. For additions or edits, complete the dialog box.

4. To set up a facility and/or change its attributes, use the Facilities button: a. For additions, select Add; for changes, select the desired entry and use Delete

or Edit, as appropriate.

If Delete is disabled, it means that this entry is in use elsewhere in the database. Use Edit and select [x] Delete at End of Accounting Period.

b. For additions or edits, complete the dialog box and select Apply (Reset

cancels). You may work with another entry or select Close to exit.

5. Back at the Line dialog box, you may assign the newly-created facility via the Edit button.

6. When complete, select Apply (Reset cancels). Use Close to exit.

See Site Selection in

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Chapter 8.

Call Collection Interface

Purpose To set up or change interface details with the source of call records for a site. Details

consist of a transmission protocol, the call record format, and the timetable to enable (and, if necessary, schedule) call collection.

Dialog Box

See Call Collection Interface in

Summary of Procedures (Call Collection Interface )

1. Select Call Collection Interface from the Configuration menu.

2. To install Call Collection Interface diskettes: a. Use Add then select Yes to continue.

b. Insert disk 1 into the drive and use OK. c. Repeat a and b (above) for disk 2.

3. To change the protocol for the source of call records for this site, select the appropriate one from the list box (see table below).

Protocol Description

Direct Connect

Collect from File

PollComm Poll call records from a PSU (Pollable Storage Unit) or another

Receive call records directly from the telephone system, without protocol.

Copy call records from a file in your PC (you must have another means to collect SMDR from the telephone system and place it in the file)

MERLIN LEGEND Reporter system according to a schedule.

4. To change transmission details for the selected protocol, select the Option button and proceed to a, b, or c:

See Site Selection in

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System Management

a. For Direct Connect:

b. For Collect from File:

c. For PollComm:

i. Select the PC port to connect

to the telephone system and then the other values EXACTLY as shown.

ii. Select OK and proceed to step

i. Enter the name of the file (include

the complete path to the PC directory) and the polling interval in seconds.

ii. Select OK and proceed to step 6.

i. Select the PC port and

baud rate to collect SMDR and whether it is a direct connection.

ii. Enter “remote system”

information ONLY:

Phone number. Number dialed to access the source of SMDR, in the format expected by the modem attached to the port selected. Use the letters “T” (for tone) or “P” (for pulse), digits, and commas “,” (for pauses) as required — for example, T9,3816000 uses touch tone, dials 9, waits, then dials 381-6000. Not used in a direct connection.

User ID and Password. Login information to access the source of SMDR. Use UserID and UserPswd for polling a PSU.

The UCT Difference is the hour difference between the time at the SMDR source and Greenwich Mean Time.

iii. When complete, select OK and proceed to step 5.

5. Back at the Call Collection Interface dialog box: if you selected the PollComm protocol, use the Schedule button to set up the polling schedule:

Use the CALL COLLECTION POLLING SCHEDULE WORKSHEET in Appendix A to plan a timetable.

See steps a, b, and c on the next page.

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a. To remove a schedule, select it and choose Delete. b. For a new schedule, choose Add; for changes, select a schedule and choose

c. Back at the Polling Schedule dialog box, click OK to return to the Call

6. Back at the Call Collection Interface dialog box, enter Enable from / to call collection dates.

Edit.

If you selected Add or Edit, the Polling Schedule Add or Edit dialog box appears.

i. Select the type of

day, times, and polling cycle.

ii. Select OK and return

to the Polling Schedule dialog box.

Collection Interface dialog box.

“Save call data for sending” is documented in Chapter 6 in PART II.

7. When complete, select Apply (Reset cancels changes) and then Close to exit.

Immediate Output to Printer

Purpose To enable printing the details of any call flagged for “immediate output” (in addition to

sending the details to the Immediate Output file) and to specify the “banner” text for the printout.

Related Functions

Organization - Extension, Immediate Output, and Alert Numbers (all under the Administration menu) are used to flag calls for “immediate output.”

Call Types allow a minimum duration filter; calls rejected by this filter will be

logged to the Immediate Output file with call type flag = asterisk (*). View Immediate Output (Listings menu) is used to bring the Immediate Output

file to a viewer window on your PC.

Dialog Box

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Banner. Type in the text that you wish to precede the printout of each call record. Centered. Select [x] to center this text on the page.

Number of blank lines after banner. Specify how many blank lines you wish to place between the banner and the call record printout.

Enabled. Select [X] to activate the option of printing calls flagged for “immediate output.”

Printer Setup

Printer. Select a printer from the system list, the Font and Point size. Output Device. Select the printer’s port.

Margins. Select the spacing on the page:

Center Left to Right. Enable [X] automatic selection of left and right margins to center the report on the page.

Left, Right, Top, Bottom. Size of margins in the measuring unit specified (if “Center Left to Right” is enabled, the left and right margins are set by the system).

Units. Choose between inches or millimeters.

Orientation. Choose between portrait or landscape printing.

Summary of Procedures (Immediate Output to Printer )

1. Select Immediate Output Printer from the Configuration menu.

2. Complete the dialog box — remember to select Enabled [x] to use this function.

3. Use the Printer button to specify output details. When complete, select OK to accept changes and return to the Immediate Output to Printer dialog box.

4. Back at the Immediate Output to Printer dialog box, select OK to accept changes and exit (Cancel exits without changes).

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Accounting Period

Purpose To set up system-wide values based on your company’s fiscal year and accounting

practices. MERLIN LEGEND Reporter uses the concept of accounting period to create “current”

and “archive” call record and database files automatically and to produce complete period statistics on closing dates and times.

At the closing of an accounting period, the “current” file is moved to the “archive” file — overwriting the old “archive” contents. Then the “current” file is emptied to make room for new data.

Dialog Box

Accounting Period. Monthly (default ), Bimonthly, Quarterly, User Specified (in which case, you must set up the starting dates of each period in the budget year via the Date button), or Number of Days (3 to 365).

First Day of Accounting Period: month and day (default = January 1st).

Date Dialog Box

Summary of Procedures (Accounting Period)

1. Select Accounting Period from the Configuration menu.

2. Complete the dialog box.

3. If accounting period = “User specified,” select Date to identify each period’s dates. a. To add a new entry, select Add; to change an entry, select it and use Edit or

Delete, as appropriate.

Date. The beginning date (in mm/dd/yy format) of a userspecified period.

Dates must be in the future. Past dates are automatically deleted. If the system runs out of dates, a warning is sent to the Message Log.

Time of day for closing Accounting Period. The time in a 24-hour format (0:00 to 23:59 — default = 0:00).

b. For additions or edits, enter the new date and select Apply (Reset cancels

changes).

c. You may work on another entry or use Close to return to the prior dialog box.

4. At the Accounting Period dialog box, select OK to accept changes and exit.

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Users

Purpose To set up or change the login names and access privileges of all system users.

Dialog Box

User ID. The login name of a user.

Privilege. The functions this user is permitted to use.

Summary of Procedures (Users)

1. Select Users from the Configuration menu.

2. For a new entry, select Add; for changes, select the user ID and use Edit or Delete, as appropriate.

3. For additions or edits, when you select Apply, the dialog box appears to set this user’s password. Enter the new password twice and select OK.

4. At the Users dialog box, use Close to exit.

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Customization

This section describes the following functions:

Organization Levels — used to identify your company name and the number and names of the hierarchical levels used in your organization.

Location Table — used to associate call destination names with specific dialing patterns, and thus customize Organization, Selection, and Account Code Detail Reports, as well as the ICLID Call Distribution Report.

Languages — used to change the language used on screen displays and reports.

Organization Levels

Purpose To identify the company name and the organization’s corporate structure. MERLIN

LEGEND Reporter is built with a system-wide organization structure capable of supporting a five-level hierarchy: Level 1 (required level) = Extension, Level 2 (required level) = Cost Center, Levels 3 to 5 (optional levels) = Department, Division, and Branch.

Related The Organization Table (Administration menu) contains the actual entries for the Functions structure selected here.

Dialog Box

Company Name. One to 15 characters.

Number of Levels. 2 to 5. Level Names. One to 15

characters. (Defaults are shown in the

dialog box to the left).

If you are using MERLIN LEGEND Reporter for calling groups only, you may want to change Cost Center to Calling Group.

The choices set here will be reflected throughout your system, in the Organization Table and reports.

Summary of Procedures (Organization Levels)

1. From the Customize menu, select Organization Levels.

2. Complete the dialog box.

3. Select OK to accept changes and exit (Cancel exits without changes).

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Chapter 8.

Location Table

Purpose To identify the called area in Organization, Selection, and Account Code Detail

Reports, as well as the ICLID Call Distribution Report. Up to 5000 entries are allowed.

Dialog Box

Summary of Procedures (Location Table )

1. From the Customize menu, select Location Table.

2. To add a new pattern, select Add; for changes, select the desired pattern and use Edit or Delete, as appropriate.

3. For additions or edits, complete the dialog box, then select Apply (Reset cancels changes). You may work with another entry or select Close to exit.

Dialing Pattern. Up to 10 digits and/or wild cards (? = single digit; % = multiple digits). Do not use toll codes (1 or 011) for long distance or international calls as part of the dialing pattern.

Location Name. Up to 10 characters for the name of this area.

International Dialing Pattern. Select [x] if this pattern is associated with international calls.

See Site Selection in

4. We suggest you print a Location Table Listing (under Customization Listings in the Listings menu). For example:

Location Table Listing Date: Friday, October 27, 1995 Page: 1 Time: 10:51:22 AM Company Name

--------------------------------------------------------------------------------

DIALING PATTERN LOCATION DIALING PATTERN LOCATION

------------------ ---------- ------------------ --------- 657???? Holcomb 732???? Waverly 533???? Patterson 728???? Somerset 964???? Madison 653???? Airfield 878???? Basset

End of Location Table Listing

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Languages

Purpose To select the language used in dialog boxes, messages, on-line help, and reports.

Currently, only English (US) is available.

Changing languages does not affect the values of any database entries or userdefined parameters.

Dialog Box

Summary of procedures (Language Selection)

1. From the Customize menu, select Language.

2. To load a Language Disk, press Add and follow the screen instructions to name a drive and load the diskette in it.

3. Choose the desired language from the list box.

4. Select OK to accept the change and exit (Cancel exits without changing languages).

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4 Reports and Listings

This chapter describes how to generate reports and listings and how to use the report, immediate output and message viewer functions.

The chapter is organized into the following sections:

Common Functions — describes the general procedures to run reports or listings on a schedule or immediately, how to define their output and set up charts.

Report-specific Functions — describes all reports on the call record database:

— Organization Reports — Selection Reports — Account Code Reports — Traffic Reports

Viewing Functions — describes how to display, print, save, or delete the message log and immediate output files, as well as any report sent to the screen or saved to a system file.

See Reports in Chapter 8 (Part II - Multi-site Configuration) for details on report selection from the Central Site in a multi-site configuration.

Examples show Windows 3.1 / Windows for Workgroups 3.11 dialog boxes.

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Common Functions

MERLIN LEGEND Reporter offers a variety of reporting options to meet practically all of your information needs.

You can generate reports and listings on demand (via the individual reportgenerating functions) for the current accounting period or for an archived period.

You can schedule up to 25 groups of reports for the current accounting period (for a maximum of 1000 scheduled reports).

You can set very specific criteria in many reports, to pinpoint exceptions or see general trends.

You can send all output to a printer, window display, system file (for later viewing or printing), or text and/or export file (for transfer to another application).

You can represent some traffic reports as a 2- or 3-dimensional bar chart.

Call

Records

System

Tables

System

Messages

Report

Listing

Log

System or Text File

System File

Graph

(some reports)

Window & System File

Viewer

Text File

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Running a Report or Listing on Demand

Purpose To generate any report or listing from the stored current or archived accounting

period.

Summary of Procedures (Running a Report or Listing on Demand)

1. For an archived period residing on backup diskettes, restore it to your PC into the “archive” file — see Backup and Restore in Chapter 5 for details.

2. Open Select Accounting Period from the Reports menu. Select the accounting period of interest and then OK.

3. Select the item of interest from the Listings or Reports menu or sub-menus.

4. Complete the resulting dialog box. See the report-specific topic and the topics Output and Chart in this chapter for details.

5. Select OK to run the report (Cancel exits without a report).

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Scheduling Reports

Purpose To define up to 25 groups of up to 1000 reports (combined) to run on automatic

schedules. Definitions include frequency to run the group and setup and output criteria for each report.

Dialog Box

Report Group. A descriptive name (one to 20 characters) for the group of reports. Frequency. Select from:

Once. The group runs once on the Next Run Date and Time and then it is removed from the schedule.

Monthly or a Number of Days (1 to 255). The group runs at the set frequency, starting on the Next Run Date and Time.

End of Accounting Period. The group runs at the end of every accounting period, at the Next Run Time.

On Demand Only. The group runs only via the Run Scheduled Reports function under Reports (that is, the Next Run Date and Time is ignored).

Next Run. The Date and Time when the report group will run.

Summary of procedures (Scheduling Reports)

1. Open Schedule Reports from the Reports menu.

2. Enter or select a Report Group and select Add, Edit, or Delete, as appropriate. (To remove specific reports from a group, use Edit).

3. Select Reports to add, delete, or set up criteria for specific reports in this group.

Reports dialog box

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4. a. To remove a report from the group, select it and use Delete. b. To add to the group, select Add. When the list box (below) appears, select a

Add Report dialog box

c. To define report criteria and/or its output, select a report from the group and

report and use OK.

use Criteria. See the report specifics in this chapter and the topics Output and/or Chart for details.

d. When all additions, edits and criteria setup are complete for this report

group, use Close to return to the first dialog box.

5. Back at the Schedule Reports dialog box, complete any other information and use Apply to save your schedules and report definitions (Reset cancels all).

6. You may work in another report group or use Close to exit.

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Reports.

Output

Purpose To define where and how reports and listings are generated.

Summary of Procedures

1. Select the Output button on any report or listing dialog box.

2. Complete the dialog box as described below.

3. Use OK to save settings and return to the originating report or listing dialog box. (Cancel returns without changing the default output).

Only on Organization

and Selection Detail

Printer. For printed reports, select a Printer, Font, and Point size from the list boxes (these are Windows system lists).

Output Device. To send the report to enabled [X] options: — Ports. A printer port from Windows system list. — Window. Immediate display on the Report Viewer. See Viewing Functions later in

this chapter.

— System File (binary format). Enter the name of file (

characters), accessible via Report Viewer.

— Text File (ASCII format). The drive, path, and file name (*.txt following DOS

naming conventions) to save the report output. Check [x] Append to add this output at the end of an existing file of the same name.

— Export File (ASCII format - available only for the Organization and Selection

Detail reports). Enter the drive, path, and file name, following DOS naming conventions, to save the report output. Check [x] Append to add this output at the end of an existing file of the same name and enter the Delimiter (character to separate fields). See Export File Format for details.

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Margins. Select from the following: — Center Left to Right. Enable automatic selection of left and right margins; this

choice results in a report centered on the page.

— Left, Right, Top, Bottom. Enter size of margins in the unit specified (if “Center

Left to Right” is enabled, the left and right margins are set by the system).

— Units. Choose between Inches or Millimeters. Orientation. Select between Portrait or Landscape printing.

Export Export files are simple, flat ASCII files which can be used by other applications. Each File record terminates in a carriage return, fields are of variable length, separated by a Format delimiter character selected by the user — for example, a pipe (|), comma (,),

semicolon (;), etc. Empty fields are represented by consecutive delimiter characters. The following tables display the file layout for Organization and Selection Detail

Reports when they are output as “export files.”

Organization Detail Report - Export File Format

Field Name Length Comments

1. Branch 15 Empty, if level 5 does not exist

2. Division 15 Empty, if level 4 does not exist

3. Department 15 Empty, if level 3 does not exist

4. Cost Center 15

5. Site 25 “Default” on single site systems

6. Extension 15

7. Personnel Name 72 Last_name, title first_name

8. Date 8 mm/dd/yy

9. Time 5 hh:mm (24-hour clock)

10. Duration 8 hh:mm:ss

11. Talk-time 8 hh:mm:ss (incoming call) or empty

12. Dialed Number 18 Empty, if not provided

13. Location 10 Empty, if not provided

14. Call Type 5

Selection Detail Report - Export File Format

Field Name Length Comments

1. Site 25 “Default” on single site systems

2. Date 8 mm/dd/yy

3. Time 5 hh:mm (24-hour clock)

4. Duration 8 hh:mm:ss

5. Talk-time 8 hh:mm:ss (incoming call) or empty

6. Extension 15

7. Transfer Flag 1 Value = * (flag on) or empty (flag off)

8. Dialed Number 18 Empty, if not provided

9. Location 10 Empty, if not provided

10. Call Type 5

11. Line 8

12. Account Code 16 Empty, if not provided

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Chart

Purpose To choose a graphic representation for a summary report:

The bar chart displays report parameters — for example, hours in a Time of Day Report — as bars against a vertical (or horizontal) scale.

2-D Bar

(with grids on the X-axis and on Y-axis)

A pie chart displays report parameters — for example, hours in a Time of Day Report — as individual “slices” in a pie.

A bar’s height (or length) corresponds to a value on the scale — typically the number of calls.

3-D Pie Chart

Summary of Procedures

1. Select the Chart button on any report or listing dialog box.

2. Complete the dialog box then use OK to save settings and return to the originating report or listing dialog box (Cancel returns without changing the default output).

The size of a slice represents the percent of the number of calls matching that parameter.

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Report-specific Functions

This section describes all reports on the call record database, as well as the selection criteria with which you can focus report information.

Organization Reports

Purpose To show your company’s telephone activity sorted by organization level. These

reports are typically used in tracking telephone response and usage, particularly when groups or individuals must be accountable and need to remain within certain performance levels.

Summaries include total count, total and average duration, and total and average talk-time for incoming calls for the selected criteria.

Organization Detail Report — shows the record of each call within the selected criteria. Calls appear in chronological order (as received from the SMDR source), followed by the summaries.

Organization Summary Report — provides summary statistics for calls matching the selected criteria.

Detail or Summary Report

The Detail Report is shown on the right.

The Summary Report: has a similar format.

Cost Center Summary Reports (and other levels) — provide summary statistics for the dates and named organizations.

Organization Trends Reports — provide summary statistics for the last 12 accounting periods at the Cost Center level.

Sample reports appear in Appendix B.

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Cost Center* Summary

* as well as

other level summaries.

Cost Center Trends

Summary of Procedures (Organization Reports)

1. From the Reports menu, select Organization Reports and then, your choice of report.

If there are more than two organization levels, the next level (for example, Department) would appear as follows:

2. Type or select organization entries (fields change, depending on the report). You may use wild cards (? = single character; % = any number of characters) in the first field.

3. Enable [x] or disable page breaks (if available).

4. Enter additional criteria for an Organization Detail or Summary Report: — Range selections. Enter dates and times (values are inclusive). — Minimum selections. Enter a minimum talk-time (incoming calls) or duration

(any call, incoming or outgoing).

— Other selections. Select a call type and/or enter a dialed number. You may

use wild cards (? = single character; % = any number of characters) in the dialed number.

5. Use the Output button as described earlier in the chapter, then select OK to generate the report and exit.

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Selection Reports

Purpose To provide summary or detail information based on very specific criteria. Details are

sorted in chronological order and include talk-time for incoming calls; summaries provide total number of calls, total and average duration and incoming call total and average talk-time.

Selection Reports are versatile tools, used to pinpoint details or summarize trends in problem areas discovered by other reports.

Sample reports appear in Appendix B.

Dialog Box

Summary of Procedures (Selection Reports)

1. From the Reports menu, select Selection, then your choice of Summary or Detail Report.

2. Type or choose Organization Selections. You may use wild cards (? = single character; % = any number of characters) in all organization entries and in the first extension.

3. Type or choose Range, Minimum, and Other Selections: — a Date and Time Range for the reporting period. Range values are inclusive. — a minimum Talk Time (incoming calls) or Duration (any, incoming or outgoing

call).

— Account Code, Line, Call Type, or Dialed Number. You may use wild cards

(? = single character; % = any number of characters) in the Account Code, Line, and Dialed Number.

4. Use the Output button as described earlier in the chapter, then select OK to generate the report and exit.

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Account Code Reports

Purpose To report on calls associated with Account Codes. (Account codes are typically

dialed when placing or receiving a call to identify the call subject matter, client account, and so on.)

MERLIN LEGEND Reporter offers an Account Code Summary Report and an Account Code Detail Report. Details are sorted for each account as received from the call record source and includes talk-time for incoming calls; summaries provide the number of calls, total and average duration, and total and average incoming call talk-time for each account.

Sample reports appear in Appendix B.

Dialog Box

Summary of Procedures (Account Code Reports)

1. From the Reports menu, select Account Code and then your choice of Summary or Detail.

2. In a Detail Report, enter a Date Range. Range values are inclusive. Default = day before the start of the current accounting period to today’s date (or end of period, if reached).

3. Type or select up to 6 Account Codes. You may use wild cards in the first entry (? = single character; % = any number of characters).

4. In a Detail Report, enable [x] or disable page breaks between accounts.

5. Use the Output button as described earlier in the chapter, then select OK to generate the report and exit.

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Traffic Reports

Purpose To generate a Traffic Report for the current or archived period.

Traffic Reports summarize call activity under various categories. Summaries are based on the collected information for the period and — except where noted — only include data of incoming calls, their total and average queue-time, and total and average talk-time.

The Date Report summarizes incoming call activity for each day in the period. It is useful in evaluating daily traffic, effectiveness of sales ads, dated promotions, etc. and may be critical in staffing decisions. This report is available as a bar chart.

The Time of Day Report provides incoming call summaries for each of the 24 hour-bands in a day. It is ideal for busy and after-hours call analysis. This report is available as a bar or pie chart.

The Extension Summary lists all extensions’ incoming call traffic for the range of dates selected. This report is useful in tracking how individual extensions respond to their telephone load. This report is not available as a chart.

The ICLID Call Distribution Report summarizes incoming call activity by calling areas. There are no charts for this report.

The Talk and Queue Time Distribution Report provides side-by-side subreports showing distributions of incoming calls with queue and talk-time durations within a user-defined time interval. It is useful in analyzing response to the load of incoming calls in one of two ways, depending on the time interval selected: (1) short intervals — i.e., a few seconds — focus on queue-times, (2) long intervals, on talk-times. This report is available as a bar chart.

The Facility Grade of Service* Report analyzes facility busy hours: it lists the number of lines in each facility, the average number of calls (incoming and outgoing) carried in its busy hour, their total and average duration, the actual and target GOS, and the number of lines required to meet the target GOS. This report is available as a bar chart.

Sample reports appear in Appendix B.

Summary of Procedures (Traffic Reports)

1. From the Reports menu, select Traffic Reports and then, your choice of report.

2. In a Talk and Queue Time Distribution Report: a. Select a time interval. (The report will show eight incremental time brackets

based on this amount: the first bracket ranges up to the amount specified, the second bracket ranges from the last bracket up to twice the amount, and

so on up to the last bracket which ranges over seven times the amount.) b. Use the Output and Chart buttons as described earlier in the chapter. c. Select OK to generate the report and exit.

Grade of Service (GOS) is a way to measure outgoing service on a worst case scenario: it represents the probability of a call attempt receiving a busy signal on any given day, during a facility's (average) busy hour.

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Talk and Queue Time Distribution Report

3. a. In a Facility GOS Report, type or select 6 facility names. You may use wild

b. Use the Output and Chart buttons as described earlier in the chapter. c. Select OK to generate the report and exit.

Facility GOS Report

cards (? = single character; % = multiple characters) in the first facility field.

All Other Traffic Reports

4. For all other traffic reports: a. Use the Output button (and Chart, if availale) as described earlier in the

chapter.

b. Select OK to generate the report and exit.

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Viewing Functions

You can access MERLIN LEGEND Reporter reports, calls flagged for immediate output, and system messages via window displays. This section describes these functions:

Report Viewer — to display reports sent to the window or saved to a system file. If you use Windows 3.1, the minimized Viewer icon appears at the bottom of the screen, or with Windows 95 the icon appears on a status bar button.

Message Log — to display system messages. The “normal” icon changes to the "alert" icon when there are unviewed messages. To access the message log, click on the desktop icons (Windows 3.1) or on the status bar button (Windows 95).

Immediate Output — to display details of calls sent to the “immediate output file.” If you use Windows 3.1, the Immediate Output icon appears at the bottom of the screen, or with Windows 95 the icon appears on a status bar button.

Report Viewer

(normal)

(alert)

Purpose To access reports output to the “window” or saved to a “system file.” Access For reports saved to a file, select Report Viewer from the Reports menu; then use

Open from the File menu and choose the report.

File options: Save as (enabled if report is not saved), Delete (removes report from system file), Print, and Exit (closes window).

Copy! — places a copy of the display into the Windows clipboard. View options: Page (goes to specified page) and Printer Font (toggles between the

font used on displays and the printer font). PreviousPage! and NextPage! — move to the previous and next page of the report.

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Message Log

Purpose To view and/or print system messages. Access Select the Message Log icon (if using Windows 3.1) or the status bar button

(Windows 95), or select View Message Log from the Listings menu.

File options: Clear (removes all messages from the file) and Print. View options: selects (

with or without a detail header. The terms “fatal,” “severe,” “information,” and “other” refer to the degree of severity of the error that generated the message.

√) fatal, severe, information, and/or other types of messages,

Immediate Output

Purpose To view the records of rejected calls or those sent to the immediate output file via the

Organization - Extension “immediate output” option, or the Immediate Output or Alert Numbers function (Administration).

Access Select the Immediate Output icon (Windows 3.1) or status bar button (Windows 95),

or select View Immediate Output from the Listings menu.

An asterisk (*) denotes a rejected call; calls to alert numbers have an “alert” or “alarm” flag type.

File options: Clear (removes all messages from the file) and Print. View options: selects (

record details.

4-16 Issue 1 January 1997

√) the display of alarm, alert, rejected, and/or normal call

Page 80

5 Utilities

This chapter describes how to perform maintenance tasks using the system Utilities. The chapter is organized into the following topics:

Backup and Restore — describes how to copy data from the current or archived accounting period onto diskettes and vice-versa.

Call Record Edit — describes how to correct information and/or add call records to the current database.

Call Record Deletion — describes how to delete current call records from storage. File Import/Export— describes how to selectively copy text files into/from the

Organization database.

Database File Maintenance — describes how to check and repair database files. System Upgrades — describes how to load diskettes with system options and

version upgrades. Call Processing Status — describes how to display the stored call count and

stop/start processing.

See Adding Polled Sites in Chapter 8 (Part II - Multi-site System) for details on the Site Maintenance function in a multi-site configuration.

Examples show Windows 3.1 / Windows for Workgroups 3.11 dialog boxes.

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Utilities

Backup and Restore

Purpose Backup is used to copy the current or the archived period’s data onto floppy

diskettes; Restore, loads a prior backup — typically, to run reports on archived data or to rebuild MERLIN LEGEND Reporter files after a system failure.

You should back up current data at least weekly and archived data once, after closing the accounting period. For large databases, tape backups are recommended.

You should perform backups of current data at times of low call collection activity, having stopped call processing for the duration of the procedure (see Call Processing Status in this chapter).

Dialog Boxes

Summary of Procedures (Backup and Restore)

1. From the Utility menu, select Backup or Restore.

2. For a backup: a. With a supply of diskettes ready (diskettes will be formatted automatically),

select the drive, type of diskette used, and which period to backup.

b. Load the first diskette, use OK, and follow prompts to continue. Label all

diskettes with their sequence number and period’s dates.

3. For a restore:

Restore overwrites data. Do not proceed unless you have a recent backup of your current and archive databases.

a. With the desired set of backup diskettes ready, select the drive, the period to

restore, and load the first diskette. b. To check the dates on the diskette in the named drive, use Show Backup. c. Use OK to start and follow prompts to continue.

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Utilities

Call Record Edit

Purpose To correct information and/or to add call records to the current period’s database and

to change its summary statistics.

Dialog Box

Summary of Procedures (Call Record Edit)

1. From the Utilities menu, select Call Record Edit.

2. To search for existing call records, enter and/or select an Extension, Date, and/or Account Code, then select Search.

3. Matching calls will be queued for display in the Call Record Information box. Use Next or Previous to move through the queue.

4. To change information on the display or to add a new record, use Add or Edit, then enter and/or select the appropriate field values.

To avoid unreliable data in your summary statistics, enter dates within the

current accounting period.

5. When complete, select Apply (Reset cancels changes); use Close to exit.

6. We recommend you perform a Rebuild Internal Summaries after editing call records (see Database File Maintenance later in this chapter).

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Utilities

Call Record Deletion

Purpose To purge all calls from the current period’s file.

Calls should be purged only in extreme situations. Normally there is no need to do so as MERLIN LEGEND Reporter automatically moves a closed period's file to the archive file (the old archive is written over and the current file is cleared for new calls).

Dialog Box

Summary of Procedures

You should not attempt to purge call records from the database unless this is recommended by the hotline.

1. Select Call Record Deletion from the Utility menu.

2. Enable [X] Reset Internal Summaries to remove the trend data and summary statistics accumulated to date. (If call records are deleted while internal summaries are not, there may be discrepancies in the Trend and Traffic reports.)

3. Use OK to initiate the deletion and exit (Cancel exits without deleting records).

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Utilities

only in a File Import.

File Import/Export

Purpose To transfer Organization data from/to an external source — typically, another PC

with the MERLIN LEGEND Reporter application — to help maintain shared Organization files.

MERLIN LEGEND Reporter can import and export files as text in the format described below — we show a pipe “|” as a delimiter, but you may use any character that does not appear as a field value. Use quotes (“”) where indicated. (See Organization Table in chapter 3 for field format and acceptable values.)

File* Format

Dialog Box

Personnel

Level-1

Level-2

Level-3

Level-4

Level-5

* To import files, higher level entries must exist in the database for lower levels to refer to them in an

association. If an imported entry refers to an undefined higher level, the entry will be added with “Default” as the higher level owner. For example, to import extension 21 under cost center “Sales-1,” you must have imported or added “Sales-1” to the database first.

“last name”|“first name”|“title”

Example: “Sohn”|“Maria”|“Ms”

Example:

21|“Sohn”|“Maria”|“Ms”|6546|“Publications”|0|0|0|no|

“cost center”|0|0|minimum 0| “department” or empty| 0

Example: “Publications”|0|0|0|“Marketing”|0

“department name”|0|“division name” or empty

Example: “Marketing”|0|“TELECOM”

“division name”|0|“branch name” or empty

Example: “TELECOM”|0|“USA BRANCH”

“branch name”|0

Example: “USA BRANCH”|0

This group appears

Database File. Select the organization level for transfer. Disk File Name. Enter the path name of the external file — the source of import data

or destination of export data. (The field only accepts file and directory names conforming to DOS naming conventions and with less than 8 characters.)

Delimiter. Enter the character used to separate fields in the imported or exported records.

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Utilities

Duplicates. (File import only) Select the action to take if an imported entry duplicates an existing entry: reject the new entry or update the existing entry.

Summary of Procedures (File Import or Export)

1. From the Utility menu, select File Import or File Export.

2. For an import, prepare the data and place it in a file.

3. Complete the dialog box.

4. If you specified a floppy disk drive in Disk File Name, make certain to insert the

appropriate diskette in the named drive.

5. Select OK to start the data transfer and then exit (Cancel exits without

transfering data).

See Helping Central Site to Add This Site in Chapter 6 and Adding Polled Sites in Chapter 8 for tips on using File Export and File Import to propagate the Organization Table in a multi-site configuration.

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Database File Maintenance

Purpose To check the integrity of your files and repair them if possible:

Rebuild Internal Summaries — processes all calls in the current period and recomputes summary statistics. Use this function if you had changed the stored call record database via the Call Record Edit function.

Rebuild Indexes — repairs database files. Use this function after a system error or a power interruption.

Verify Database — checks file integrity. Use this function after a system error or a power interruption.

Summary of Procedures

1. Select Database Maintenance from the Utility menu, then the function of interest.

2. If you had selected Rebuild Internal Summaries or Rebuild Indexes, a confirmation screen appears (see below). Select OK to execute the function and exit (Cancel exits without rebuilding the summaries or indexes).

3. If you had selected Verify Database, the system checks for the presence of all MERLIN LEGEND Reporter files.

If files are missing or damaged, you are asked if you wish to repair them. Select OK to do so. Make a note of the error message, if any, and call the hotline.

If all files are validated, an information screen appears (see below). Select OK to exit.

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Utilities

System Upgrades

Purpose To install a System Upgrade diskette containing a new software version or a larger

model system.

Summary of Procedures

1. From the Utility menu, select Upgrades.

2. Select the drive, insert the diskette, and select OK to start.

3. Follow the screen instructions to complete the procedure, and then remove the diskette from the drive.

4. If you need to configure a new option, proceed to the appropriate topic where it is documented in this manual.

Call Processing Status

Pupose To view the number of stored call records in your PC and, optionally, to stop and

then start call processing.

We recommend stopping call processing while you back up or restore current databases. Make certain to restore call processing after the procedure.

Summary of Procedures

1. Select Call Processing Status from the Utilities menu.

2. To stop call record processing, select [x] Stop Call Processing; to enable processing, deselect it.

3. You may leave this dialog box on display in the background or you may close the window.

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6 MERLIN LEGEND Reporter at a Polled

Site

This chapter describes the functions specific to a MERLIN LEGEND Reporter site that is part of a multi-site configuration in the capacity of a “polled” remote site.

These functions are all part of setting up your system so that the processing center — or “Central Site” — can (1) add this site to its database, (2) poll this site’s call record data, and (3) run reports on this site’s call record data.

Examples show Windows 3.1 / Windows for Workgroups 3.11 dialog boxes.

Helping Central Site to Add This Site

To help the Central Site with the addition of this site, you should provide the Central Site system administrator with the following package:

A printed copy or text files of the following database listings: — Facilities Listing (under Configuration Listing) — Location Table Listing (under Customization Listing) — Account Codes Listing (under Administration Listing)

A complete set (all levels) of the Organization Table export files (use the File Export function under the Utilities menu).

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The User ID and Password which you will assign to the Central Site when you add it as a “user” of your PC and the Phone Number to call your PC’s Remote Access modem (this will have the double function of Remote Access and Polled modem).

The above values will match the Remote System User ID, Password, and Phone Number on the Call Collection Interface for this site, when the site is added to the Central Site’s database.

Preparing This Site to Be Polled

For the Central Site to be able to poll this site, you must perform the following setup:

Enable [x] Save Call Data For Sending in your Call Collection Interface. Enable the Call Sender Interface (under the Configuration menu). Add the Central Site’s PC as a “user” of your PC (it must log in to poll call data)

Enable “Save Call Data For Sending”

1. Select Call Collection Interface from the Configuration menu.

2. Enable [x] Save call data for sending.

3. Use Apply to keep the changes, then select OK to restart the Call Collection Interface.

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Enable the Call Sender Interface

1. Select Call Sender Interface from the Configuration menu.

2. Complete the following fields (and ONLY these fields) in the dialog box: Port Name. Select the port to be used by the Central Site to retrieve calls from this

site — typically, this is the same port used by the Remote Access modem. Baud Rate. Select the speed of the transmissions — typically, 9600 (but you may

use the highest supported by the modem). Direct Connection. Select [x] if directly connected to the Central Site. Enabled. Select [X] to provide the ability to send call data through this port when

polled. IMPORTANT: Do not enter or change any field values in the Home System and Free

Disk Space program groups.

3. Select OK to accept changes and exit.

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access your PC.

site's Call Collection Interface.

Add the Central Site as a “System User”

1. Select Users from the Configuration menu.

2. Select Add, enter the User ID and select Apply.

Privileges are not required for the Central Site to

3. Enter the password twice, then select OK.

This User ID and this Password must be used by the Central Site to login to your PC.

These values are entered in the PollComm Protocol Options when the Central Site adds this

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7 PSU at a Polled Site

This chapter will help you install a Pollable Storage Unit (PSU) and connect it to a MERLIN LEGEND communications system at a site.

Have all components at hand, at their final location:

PSU and power cord (Remote connection) Modem, PSU-to-modem cable (special cable, provided),

and phone cord or... (Direct connection) PSU-to-PC cable (straight cable, not provided), terminated on

the PSU end in a 25-pin male connector for an RS232 DCE interface

PSU end Modem end

(25-pin male) (25-pin male)

2 2 3 3 4 4 5 5

7 7

20 20

PSU-to-Modem Cable PSU-to-PC Cable

Communications system-to-PSU interface cable (provided in the MERLIN LEGEND Reporter package): D8W modular cord and 355 A/F (DB-25 female) adapter.

PSU end PC end (female)

(25-pin male) (25-pin) (9-pin)

2 2 3 3 3 2 4 4 7 5 5 8 6 6 6 7 7 5 8 8 1

20 20 4

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system SMDR port

Pollable Storage Unit

MERLIN LEGEND Reporter operations require that the communications system at the polled site be administered properly. There are many variations; however, the example given in Establishing the SMDR Interface in Chapter 2 is typical of call center type of operations.

Consult the above mentioned topic in Chapter 2 for details.

Connecting the Unit

Refer to the illustrations below as you install the unit.

MOSCOM Pollable Storage Unit

In Out

Data Percent Full

Reset Modem

DTE INPUT

From telephone switch To modem or PC To power outlet

From MERLIN LEGEND

DCE OUTPUT

20% 40% 60% 80% 90% 95%100%

Power

OFF

10-12 VAC

Ferrite clip-on

Panel

Back Panel

The ferrite clip-on is mounted on the power cord next to the input jack ONLY on units to be installed outside the U.S.A. and which must comply with CISPR-22 Emissions Requirements.

1. Connect the PSU to the MERLIN LEGEND communications system:

Front

a. Plug one end of the D8W modular cord into the SMDR jack in the primary

processor module.

b. Plug the other end into the 355 A/F adapter, then connect the adapter to the

PSU “DTE INPUT” port.

2. For a remote connection go to step 3; for a direct connection, go to step 4.

3. For a remote connection: a. Connect the PSU-to-modem cable from the PSU “DCE OUTPUT” port to the

RS232 port on the modem.

b. Plug the modem phone cord into the wall jack for the telephone line used in

polling this site.

c. Power up the modem.

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d. Proceed to Configuring the Unit.

4. For a direct connection, connect the PSU-to-PC cable from the PSU “DCE OUTPUT” port to the serial port on the PC used for collecting SMDR data from this site.

Configuring the Unit

1. Turn the PSU upside down to configure the DIP switches:

INPUT PORT—SWITCH A>

OUTPUT PORT—SWITCH B>

CONFIGURATION—SWITCH C>

2. Match communications system SMDR port values on SWITCH A:

Baud Rate (A-1, A-2, A-3) Word Length ( A-4) Parity (A-5 , A-6) Flow control (A-7, A-8)

OFF-ON-ON = 1200 ON = 8 bits OFF-OFF = none OFF-ON = Xon/Xoff

3. Set output values to match modem or PC on SWITCH B:

Baud Rate* (B-1, B-2, B-3)

Direct/Modem Connection (B-8)

OFF-OFF-OFF = 150 OFF-OFF-ON = 300 OFF-ON-OFF = 600 OFF-ON-ON = 1200

OFF = connected to PC by modem ON = directly connected to PC

DIP Switches

ON1 2 3 4 5 6 7 8

ON-OFF-OFF = 2400 ON-OFF-ON = 4800 ON-ON-OFF = 9600 ON-ON-ON = 19200

* If your modem's highest baud rate is not represented above, use the closest lower value (for example, on

a 14400-baud modem, set the baud rate to 9600).

4. Set these configuration values on SWITCH C:

PSU power loss mode (C-1)

Use/ignore Switch A settings (C-8)

OFF = Sleep ON = Run (collects calls ≤ 2 hours, then goes to sleep)

ON = Use Switch A

settings)

(keeps data for 10 to 40 days)

(ignore MERLIN LEGEND Reporter

DO NOT TURN THIS SWITCH OFF. If you do so, a poll by MERLIN LEGEND Reporter

will result in changing the PSU SMDR input port settings, stopping call collection.

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Powering Up the Unit

1. Plug the PSU power cord into the “10-12VAC” jack and into a power outlet.

2. To secure the cord, wind it one or two turns through the wire clip on the PSU back panel.

3. Turn the PSU “ON/OFF” switch to “ON”.

You should see the front panel “Power” light flash, then turn solid green. If your communications system is passing SMDR, you should see the “Data In” light flash as the PSU receives it.

Contact the hotline as instructed on the inside front cover if you are experiencing difficulties.

Setting Up the Site

Contact the Central Site to add this site to the Central Site database. Make certain the Call Collection Interface for the site is set EXACTLY as follows:

Protocol

Format

PollComm

Baud Rate =

Remote System Phone Number =

Remote System User ID =

Remote System Password =

Remote System UCT Difference* =

* The hour difference between the PSU's

location and Greenwich's time.

Local System =

(999) MERLIN LEGEND II x.x

Port =

PC port used to poll this site see step 3 of Configuring the Unit PSU modem’s phone number

(Not required in a direct connection)

UserId UserPswd

Enter value according to PSU's time zone:

4:00 (Atlantic), 5:00 (Eastern), 6:00 (Central), 7:00 (Mountain), 8:00 (Pacific), 9:00 (Alaska), 10:00 (Hawaii)

leave BLANK all fields

When you poll this site, verify that call records are received and processed properly at the Central Site's end.

This completes the installation of the PSU as the source of call records for a MERLIN LEGEND Reporter site.

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8 Central Site of a Multi-site Configuration

This chapter describes the functions specific to MERLIN LEGEND Reporter in the capacity of the “Central Site” in a multi-site configuration.

The chapter is organized as follows:

Overview. Provides a high level description of what is involved in collecting, storing and reporting call record data from a system configuration that contains multiple MERLIN LEGEND Reporters.

Setting Up the Central Site. Describes additional set up procedures after installing MERLIN LEGEND Reporter.

Adding Remote Sites. Describes the tasks necessary to coordinate and install remote sites.

Multi-site Functions. Describes additional functions or differences in standard functions, related to administering a multi-site configuration. Topics include:

— Site Selection — Call Collection Interface and Schedules — Reports — Call Processing Status

Examples show Windows 3.1 / Windows for Workgroups 3.11 dialog boxes.

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modem

ororor

modem

123

Overview

In a multi-site configuration, the Central Site performs the collection and processing of SMDR from every site it includes.

SMDR is handled at each site by either a direct connection from the site’s MERLIN LEGEND communications system into the Central Site’s PC, or indirectly, from another PC running MERLIN LEGEND Reporter or from a PSU (these “call collectors” themselves receive SMDR directly from the site’s MERLIN LEGEND communications system).

The figure below illustrates how this works.

Communications

MERLIN

LEGEND

System

PSU

1. As a phone call is placed or received at a site, it is routed through the MERLIN LEGEND communications system to its final destination.

2. The communications system prepares an electronic record of the transaction. If it is on a remote site, its “call collector” — a PSU or another PC — saves the output until the Central Site can retrieve it.

3. At the Central Site, all remote sites have been added to its database. At this point, the Call Collection Interface for each individual site regulates its own polling schedule, then starts the actual transmission, and finally translates the call records.

4. The call records from each site are processed according to each site’s databases, then they are stored under individual site directories.

5. At report time, the Central Site selects which sites it wants to include in reports, then runs the reports.

8-2 Issue 1 January 1997

Page 99

Central Site of a Multi-site Configuration

Setting Up the Central Site

The Central Site is set up as documented in Chapter 2. Sample screens will look like they are shown in Part I of this book, with the exception noted below:

Some dialog boxes will show the name of the site on its title bar.

At first, it reads “Default.” This will be changed in the next few steps:

1. Select Site Maintenance from the Utilities menu.

2. When a dialog box similar to the one below appears, proceed as follows: a. Select Edit. b. Change the site name from “Default” to the one you wish to appear on reports. c. Select [x] Central Site. d. Select Apply to accept the changes, then Close to exit.

Issue 1 January 1997 8-3

Page 100

Central Site of a Multi-site Configuration

Adding Polled Sites

Purpose To add new polled sites, as well as rename, delete, or modify information on any

installed sites. Multi-site configurations support 25, 50, or 100 sites, depending on the model. One site, typically, the operation center, is designated as the “Central Site.”

To add a site, you must complete the following requirements:

At the polled sites

At the Central Site

Enable SMDR collection. This involves setting up a call collector system (which may be another PC running

MERLIN LEGEND Reporter or a PSU) to pass call records to the Central Site.

Provide information for the Central Site: — Call Collection Information (the phone number to poll the local call collector (PSU or

PC), its login User ID and Password) — The Telephone Lines & Facilities information (may be provided by a listing) — The Organization Table listing (or provide Organization information via the File

Import/Export utility)

Provide a PC port and modem to poll the remote site (may share modem used to poll other sites).

Obtain the new site's installation information

Add new site (via Site Maintenance function)

Access Select Site Maintenance from the Utility menu.

Site name. Up to 25 characters used as report headings. Central site. Enable [x] only for the Central Site in your multi-site configuration. Site ID. Identification (1 to 8 characters) used for data transfers throughout multiple

call senders and receivers.

8-4 Issue 1 January 1997

Lucent Technologies MERLIN LEGEND Reporter Installation And Use Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

I. About This Guide

How to Use This Guide

Related Resources

Terminology

The Basics

What Is a Call Record?

How MERLIN LEGEND Reporter Works for You

The Workplace

Menus and Dialog Boxes

On-line Help

MERLIN LEGEND Reporter Icons

Starting and Ending a Work Session

2 Installation

Checking the Equipment

Gathering Information

Installing the Software

Loading Remote Access Software

Verifying The Proper PC Configuration

Loading MERLIN LEGEND Reporter Software

Setting Up MERLIN LEGEND Reporter

Establishing the SMDR Interface

Verifying Call Processing

Completing a Minimal Setup

What’s Next

3 System Management

Your Daily, Weekly, and Monthly Tasks

Administration

Organization Table

Immediate Output

Alert / Alarm Numbers

Account Codes

Password

Configuration

Dialed Digit Processing

Call Types

Lines

Call Collection Interface

Immediate Output to Printer

Accounting Period

Users

Customization

Organization Levels

Location Table

Languages

4 Reports and Listings

Common Functions

Running a Report or Listing on Demand

Scheduling Reports

Output

Chart

Report-specific Functions

Organization Reports

Selection Reports

Account Code Reports

Traffic Reports

Viewing Functions

Report Viewer

Message Log

Immediate Output

5 Utilities

Backup and Restore

Call Record Edit

Call Record Deletion

File Import/Export

Database File Maintenance

System Upgrades

Call Processing Status

Helping Central Site to Add This Site

Preparing This Site to Be Polled

Enable “Save Call Data For Sending”

Enable the Call Sender Interface

Add the Central Site as a “System User”

7 PSU at a Polled Site

Connecting the Unit

Configuring the Unit

Powering Up the Unit