Mitel TASKE 7.0 Service Manual
TASKE Administrator TASKE Call Center Management Tools Version 7.0
Table of Contents
TASKE ADMINISTRATOR PROGRAM .............................................................. 3
TASKE ADMINISTRATOR AND DATABASE CONCEPTS................................ 4
Account Codes Definition.................................................................................. 4
Agent Groups Definition.................................................................................... 4
Extension Groups Definition.............................................................................. 4
Extensions Definition......................................................................................... 5
Path Definition................................................................................................... 5
Pilots Definition ................................................................................................. 5
Pilot Groups Definition ...................................................................................... 5
Shadow Definition............................................................................................. 5
TSF Time Definition .......................................................................................... 6
Trunk Groups Definition.................................................................................... 6
Trunk Definition................................................................................................. 6
OVERVIEW OF THE TASKE ADMINISTRATOR INTERFACE .......................... 7
Overview of Database Mode...........................................................................................7
List panel........................................................................................................... 7
Details panel ..................................................................................................... 8
Overview of Configuration Mode.....................................................................................8
File Maintenance............................................................................................... 1
Alarms............................................................................................................... 2
Logs.................................................................................................................. 2
MANIPULATING THE DATABASE ..................................................................... 3
Trunks.............................................................................................................................3
Trunk Groups..................................................................................................................4
Extensions......................................................................................................................5
Extension Groups ...........................................................................................................7
Agents ............................................................................................................................8
Agent Groups................................................................................................................10
Pilots.............................................................................................................................11
Pilot Groups..................................................................................................................13
Account Codes .............................................................................................................14
Spectrums ....................................................................................................................16
Answer Spectrum............................................................................................ 16
Abandon Spectrum.......................................................................................... 17
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
Interflow Spectrum .......................................................................................... 17
Options.........................................................................................................................17
Trunk time to answer....................................................................................... 17
Ignore abandon time ....................................................................................... 18
TSF time.......................................................................................................... 18
Short talk time................................................................................................. 18
Week Starts..................................................................................................... 18
Add Auto Attendant TTA................................................................................. 18
PERFORMING CONFIGURATION TASKS....................................................... 20
Examining General Disk Statistics ................................................................................20
Getting detailed statistics on your data files ..................................................................21
Setting Thresholds........................................................................................................22
Archiving old data .........................................................................................................23
Deleting old data...........................................................................................................24
Synchronizing Local Shadow Files................................................................................27
Setting Collector Alarms................................................................................................29
Setting Disk Space Alarms............................................................................................30
Viewing Logs ................................................................................................................31
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
TASKE Administrator program
Selecting the Administrator icon accesses the TASKE Administrator
program.
The TASKE Administrator program is used in the process of creating a database
of names, numbers and other characteristics of your Call Center. Creating a
database enables the TASKE system to generate reports for elements of the
telephone system used throughout your company. Changes to the database can
only be made through the TASKE Administrator program.
Configuration activities for the database such as reviewing Error Logs, setting
Alarms and generating Statistics files are also performed through the TASKE
Administrator program. The Administrator is divided into two functional areas:
Database Manipulation and Configuration Tasks.
The major features in Database mode include configuring the number of Trunks,
Extensions, Agents, Pilots and Accounts in use on the telephone system.
The major features in Configuration mode include configuring disk storage
settings, error log tracking and ensuring the security of your stored records by
setting alarms to notify of any abnormalities. The program may be used routinely
for activities such as reading Configuration logs, archiving, deleting and
synchronizing shadow files, as well as performing disk statistics.
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
TASKE Administrator and Database Concepts
Account Codes Definition
Account Codes are numbers an Agent enters in the system while engaged
on a Pilot call to flag the call by type so that call statistics can be collected
by the TASKE system for analysis and planning.
The fields that are applicable to Verified Call Activity Account Codes are:
the Call Account Code Number, Name and Nick Name. A Call Account
Code Number must be four (4) digits or less.
Verified Account Codes are constructed as multiple pairs of 2 decimal
digits. The first pair of digits forms a primary pair and is typically displayed
as a row header in the Call Account Reports. Secondary pairs of digits
typically form a column list; in effect a matrix is formed. Combining the
primary pair with multiple secondary pairs results in codes of six digits or
more.
Non-Verified Account Codes are used in an ad-hoc manner and are free
form. They are used as a convenient mechanism to collate statistics on
various types of calls. The TASKE system performs no verification on
them and requires only that they be constructed in pairs of digits. Because
the TASKE system places virtually no restrictions on the format of NonVerified Account Codes, the Account Codes administrator does not apply
to them.
Agent Groups Definition
A group of Agents will be used as the resource to handle incoming
telephone calls depending on the Pilot/Path the caller is on. Agent Groups
are also used for reporting purposes.
Extension Groups Definition
Extensions may be placed in groups to form Extension Hunt Groups or
Station Hunt Groups. These are sometimes referred to simply as
Extension Groups or Hunt Groups. Hunt Groups may be used, for
instance, when Callers wish to reach anyone in the Sales department
rather than a particular individual in Sales. Again, the use of a group
enables calls to be addressed to all Extensions of a Group, rather than
trying one Extension after another to find one free. If any employee in the
Extension Group is free, then they are given the call.
Thus a telephone call arriving at the telephone system is addressed to an
individual Trunk, or to a Trunk Group. After arriving on an incoming Trunk,
the call may be switched by the telephone system to an individual
extension, an Extension Group, to a Voice Mail/Automated Attendant
system, or to some other answering point.
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
Extensions Definition
The keyset connected to the phone system is described as an Extension
or Station. In principle, the keyset operates in the same way as the
telephone in your home, and may in fact be the same type of telephone
instrument. The telephones that are used in the business environment,
particularly the telephones that are used in Call Centers may also be more
sophisticated than typical residential telephones.
Path Definition
A Path is a relationship in the telephone system between a number that
can be dialed, and a search order of Agent Groups and Interflow points for
the call to be offered to. A Path encapsulates the routing and timing
options available to a telephone call. Each Path has an Access Code,
which is a reporting mechanism and cannot be dialed. To access a Path it
is given a Pilot Number and a Caller dials the Pilot. When generating
reports in the TASKE system, the Pilot Number is the Access Code
preceded by a P (P001).
Pilots Definition
From a telephone perspective, a Pilot is an access code. From a TASKE
perspective, a Pilot is what shows up in the data records. The TASKE
system employs a Pilot concept, where a pilot is primarily a means of
providing an address mechanism for Extension Groups. The Pilot enables
one dialable number to represent all Extension members of a Group. The
Pilots that are used in the telephone system are dialable address numbers
that correspond to telephone Hunt Groups.
Pilot Groups Definition
Pilots are placed in Pilot Groups, in the same manner that Trunks and
Extensions are grouped. This effectively enables "super-addresses" to be
formed, where one Pilot Group represents multiple answering points for
reporting purposes. This provides powerful and flexible reporting
mechanisms to be developed and used within the TASKE system.
Shadow Definition
The TASKE ToolBox network may run with a shadow disk function, where
each record received from the Telephone System is written both to a
network file server (used to share TASKE data files) and to the shadow
directory (not necessarily "local", it may be located on another hard drive).
This double storage of records provides a duplicate copy of the data
records that are received from the Telephone System.
Typically, the shadow drive would be a local hard drive resident on the
TASKE Network Server, and the primary drive (storing all TASKE data
files) would be a hard drive resident on a separate network file server.
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
The shadow drive is used as a backup mechanism and stores data for a
relatively short period of time, such as 30 days. This usually provides a
long enough period to determine if the data on the primary network file
server is accurate.
TSF Time Definition
The Telephone Service Factor (TSF) is the ratio of calls which are either
Answered or Abandoned before a threshold time, to (divided by) the total
number of calls which are offered. You specify the threshold, or TSF Time,
in the TSF Time field for individual Pilots.
Trunk Groups Definition
The Trunks on a telephone system are usually programmed in one or
more groups of Trunks called Trunk Groups. Using a Trunk Group enables
several Trunks to be addressed as a single entity, so the Central Office
does not have to direct a call to a particular Trunk and be concerned with
whether the Trunks are individually busy or free. It merely sends a call to
the telephone system's Trunk Group(s). If any Trunk in the group is free,
then the call gets through to the system. This avoids the Caller having to
try a Trunk and find it busy, and then try another, and so on until a free
Trunk is found.
Trunk Definition
A Trunk is a telephone circuit from the local Central Office to your
telephone system, and is similar to the telephone line from the Central
Office to your house or the telephone line from the telephone system to
your desk. That is, a Trunk is a connection between two telephone
switching systems, while a line is a connection between a telephone
switching system and a telephone instrument.
Outgoing calls from your telephone system to the Public Network are
made over outgoing Trunks, whereas calls to the telephone system from
the Public Network are made over incoming Trunks. In some Call Centers,
Trunks handle both incoming and outgoing calls.
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
Overview of the TASKE Administrator Interface
Overview of Database Mode
Database Mode allows you to perform the design, construction and editing of the
Administration database. This Includes configuring the number of Trunks,
Extensions, Agents, Pilots and Accounts in use on your telephone system and
establishing groups for reporting purposes.
To use the TASKE Administrator in Database Mode, click on the
Database icon in the TASKE Tool section of the TASKE Administrator
(upper left-hand corner).
Once Database mode has been selected, a list of editable
tables is displayed on the left-hand side of the TASKE Main
Control Panel.
These tables include: Trunks and Trunk Groups, Extensions
and Extension Groups, Agents and Agent Groups, Pilots and
Pilot Groups, and Account Codes.
Settings can also be created for Spectrum and Database
options.
List panel
In the List panel (upper right-hand side) the ID
Number, Name and Nick Name of any record in a
chosen table are displayed.
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To choose which table records should be displayed from, you must click
on one of the table buttons on the left-hand side of the screen (these
include Trunks, Trunk Groups, Extensions, Extension Groups, Agents,
Agent Groups, Pilots, Pilot Groups, and Accounts).
Details panel
In the Details panel (lower right-hand side) any detailed information
pertaining to a particular record selected in the List panel is displayed.
As the different tables require different information, the details in the
Details panel change accordingly. Any specific details may be edited,
updated or deleted.
Overview of Configuration Mode
Configuration Mode allows you to perform file maintenance, set alarms and view
logs for the TASKE Administrator Database.
To use the TASKE Administrator in Configuration Mode, click on the
Configuration icon in the TASKE Tool section of the TASKE
Administrator (upper left-hand corner).
Once Configuration mode has been selected, a list of
Configuration tools is displayed below the Database and
Configuration Mode buttons on the left-hand side of the
TASKE Main control panel.
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
Note: If the Administrator program is being used on the TASKE Server machine,
the tasks include: File Maintenance, Alarms and Logs. If the TASKE
Administrator is being used on a Supervisor machine, only the Logs option will be
available.
File Maintenance
The File Maintenance tool contains 2 panels. The top panel displays
current statistics on file space and disk space for the TASKE Administrator
machine (the Server in a Client/Server installation).
Different statistics can be displayed by choosing different criteria in the
Display Usage drop down list.
The lower panel displays controls for archiving, deleting and synchronizing
shadow files, as required.
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At the bottom of each panel is a button to perform the tasks immediately.
For example, at the bottom of the Archive Files panel is a Archive Now...
button which performs all archive tasks selected upon being pressed
(when pressed, a dialog box will appear, confirming the actions).
Alarms
The Alarms section allows setting alarms for notification if the Collector
isn't receiving data records, or if the available disk space falls below an
acceptable level.
Logs
The Logs section displays an error log from the TASKE Administrator,
allowing for the tracking and reporting of any errors encountered by the
TASKE system.
The log displayed is a record of Collector events and any errors or alarms
that occur.
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
Manipulating the database
Trunks
Selecting the Trunks button within the TASKE Administrator
in Database Mode causes the Trunks section of the database
to be displayed. At the top of the window, in the List panel, is a scrollable list of
all of the Trunks included in the database.
The ID Number Column displays unique ID Numbers for each Trunk defined in
the TASKE Database. The ID Number is the key parameter by which the TASKE
Database indexes and tracks Trunk elements.
The Name Column displays the names for each Trunk defined in the TASKE
Database. The Name is a character string that represents the Trunk's full name
for reference purposes and may appear in Trunk reports.
The Nick Name Column displays nicknames for each Trunk defined in the
TASKE Database. The Nick Name is simply an alternate way of naming Trunk
records and may be used in reports.
In the Details panel Trunks may be added, deleted or modified by using the New,
Update and Delete buttons.
To make a new Trunk entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Trunks button.
3. In the Trunk Record Details panel, click the New button.
4. In the Trunk Record Detail panel, enter the ID, Name, and Nick Name
of the new Trunk Record.
5. Select the Trunk Groups that the new Record belongs to from the
Member Of list.
6. Click the Update button.
To modify an existing trunk entry
1. Choose the Trunk entry to be modified from the List panel.
2. In the Trunk Record Detail panel, modify the Trunk Record.
3. In the Trunk Record Details panel, click the Update button.
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TASKE Administrator TASKE Call Center Management Tools Version 7.0
To delete a trunk entry
1. Choose the Trunk entry to be deleted from the List panel.
2. In the Trunk Record Details panel, click the Delete button.
3. Click Yes in the confirmation box that displays to continue with the
Delete.
Tip To Examine one of the Trunk Groups listed in the Member Of panel, select
the Trunk Group and click Go To.
Note The Trunk ID Number must be as programmed in your telephone system.
Trunk Groups
Selecting the Trunk Groups button within the TASKE
Administrator in Database Mode causes the Trunk Groups
section of the database to be displayed. In the List panel at the top of the
window, is a scrollable list of all of the Trunk Groups included in the database.
The list contains an ID Number, Name and Nick Name for each Trunk Group.
The ID Number Column displays unique ID Numbers for each Trunk Group
defined in the TASKE Database. The ID Number is the key parameter by which
the TASKE Database indexes and tracks Trunk Group elements.
The Name Column displays the names for each Trunk Group defined in the
TASKE Database. The Name is a character string which represents the Trunk
Group's full name and is for reference purposes and may appear in Trunk Group
reports.
The Nick Name Column displays nicknames for each Trunk Group defined in the
TASKE Database. The Nick Name is simply an alternate way of naming Trunk
Group records and may be used in reports.
In the Details panel Trunk Groups may be added, deleted or modified by using
the New, Update and Delete buttons.
To make a new Trunk Group entry
1. Click the Database Button on the upper left corner of the TASKE
Administrator program to switch to Database mode.
2. Click the Trunk Groups button.
3. In the Trunk Group Record Details panel, click the New button.
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