NEC NDA-30122 User Manual

ATTEND ANT CONSOLE STATISTICS
Operations Manual
NEC America, Inc.
NDA-30122
Revision 1
October, 1999
Stock Number 241667
NEC America reserves the right to change the specifications, func­tions, or features in this document at any time without notice. NEC America has prepared this document for use by its employees and customers. The infor mation c ontai ned h erein is the proper ty of NEC America and shall not be reproduced without prior written approval from NEC America.
Copyright 1999
NEC America, Inc.
Attendant Console Statistics Operations Manual CONTENTS
TABLE OF CONTENTS
Page
Chapter 1 - INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
What is Attendant Console Statistics? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Interface to other OAI Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
How To Use This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Manual Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 1 - Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 2 - Installation and Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 3 - Report Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 4 - Report Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 5 - Automated Report Generation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 6 - Report Viewing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 7 - Route Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 8 - Station Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 9 - Administration Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Appendix - Example Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Chapter 2 - INSTALLATION & CONFIGURATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Before Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informix Database Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Database Space Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Installation Procedure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
After Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
HCS Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
MCS Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Application Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Console Stats Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Component Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Primary Configuration Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Database Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Initialize Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
StatLogger Component. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
StatPatroller Component. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Application Start-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Logging in to Console Stats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
General Key Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Main Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Selecting Menu Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Quit Console Stats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Chapter 3 - REPORT FORMATS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using Report Formats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Report Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Attendant Report Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Queue Report Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Route and Station Group Reports Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Intervals of Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
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Example Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Procedure Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Report Formats Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Attendant, Queue, Route, & Station Report Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Adding a Report Format. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Finding a Report Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Modifying a Report Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Deleting a Report Format. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Printing a Report Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Chapter 4 - REPORT GENERATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Using Report Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Access to Generated Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Procedure Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Report Generation Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Generating Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Generating a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Finding a Report (to Generate) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Chapter 5 - AUTOMATED REPORT GENERATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Using Automated Report Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Procedure Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Current Time Interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Automated Report Generation Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Generating Automated Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Set a Report Schedule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Filter an Automated Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Modify an Automated Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Cancel an Automated Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Print an Automated Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Chapter 6 - REPORT VIEWING. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Using Report Viewing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Report Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Attendant Login Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Automated Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Non-Automated Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Procedure Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Report Viewing Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Viewing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Viewing an Attendant Login Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Finding Text Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Printing Text Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Exit Attendant Login Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Viewing an Automated Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Finding Text Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Printing Text Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Exit Automated Report Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Viewing a Non-Automated Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
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Finding Text Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Printing Text Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Exit Non-Automated Report Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Chapter 7 - ROUTE GROUPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Using Route Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Procedure Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Route Groups Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Route Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Adding a Route Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Finding a Route Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Modifying a Route Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Deleting a Route Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Printing a Route Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Chapter 8 - STATION GROUPS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Using Station Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Procedure Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Station Groups Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Station Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Adding a Station Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Finding a Station Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Modifying a Station Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Deleting a Station Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Printing a Station Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Chapter 9 - ADMINISTRATION MENU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Using the Administrative Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Main Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Database Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Procedure Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Database Administration Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Menu Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Set Database Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Name Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Install Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Remove Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Build Database Indexes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Erase Database Indexes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Display Table Count. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Update System Catalog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Informix dbaccess Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Log File Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Log File Display Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Menu Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Menu Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Screen Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Report Generator Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
NDA-30122 Revision 1
Page iii
CONTENTS Attendant Console Statistics Operations Manual
Page
Screen Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Statistic Logger Log Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Screen Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Patroller Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Screen Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Enter UNIX System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Exit UNIX System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Logout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Appendix - EXAMPLE REPORTS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1
Attendant Login Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1
Attendant Current Times Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1
Attendant Current Calls Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2
Attendant Daily Calls Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2
Attendant Daily Times Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2
Queue Current Inbound Calls Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A3
Queue Daily Inbound Calls Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A3
Queue Daily Inbound Wait Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A3
Queue Daily Outbound Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A4
Route Current Outbound Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A4
Route Daily Outbound Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A4
Station Daily Outbound Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A5
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Attendant Console Statistics Operations Manual FIGURES
LIST OF FIGURES
Figure Title Page
2-1 Main Menu Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
3-1 Main Menu - Report Formats Selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3-2 Report Formats Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3-3 Example Attendant Reports Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
3-4 Add A Report Format Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
3-5 Example Queue Reports Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
3-6 Find A Report Format Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3-7 Example Route Reports Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
3-8 Modify A R epo rt Format Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
3-9 Example Station Reports Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
3-10 Delete a Report Format Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
3-11 Example Attendant Reports Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
3-12 Print Formats Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
4-1 Main Menu - Report Generation Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
4-2 Report Generation Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
4-3 Generate a Report Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
4-4 Find A Report Format Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
5-1 Main Menu - Automated Report Generation Selection . . . . . . . . . . . . . . . . . . . . . . . . 48
5-2 Automated Report Generation Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
5-3 Set a Report Schedule Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
5-4 Filter Events Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
5-5 Modify An Automated Report Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
5-6 Cancel An Automated Report Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
5-7 Print Schedule Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
6-1 Main Menu - Report Viewing Selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
6-2 Report Viewing Menu Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
6-3 View Attendant Login Reports Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
6-4 View Report Screen (Attendant) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
6-5 View Automated Reports Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
6-6 View Reports Screen (Automated) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
6-7 Non-Automated Reports Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
6-8 View Reports Screen (Non-Automated) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
7-1 Main Menu - Route Groups Selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
7-2 Route Groups Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
7-3 Add a Route Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
7-4 Find A Route Group Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
7-5 Modify A Route Group Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
7-6 Delete a Ro u t e G r o up Wi nd o w . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
7-7 Print Route Groups Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
8-1 Main Menu - Station Groups Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
8-2 Station Groups Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
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FIGURES Attendant Console Statistics Operations Manual
Figure Title Page
8-3 Add a Station Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
8-4 Find A Station Group Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
8-5 Modify A Station Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
8-6 Delete a Station Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
8-7 Print Station Groups Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
9-1 Administration Main Menu Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
9-2 Database Administration Menu Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
9-3 Install Database Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
9-4 Remove Database Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
9-5 Build Database Indices Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
9-6 Erase Database Indices Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
9-7 Display Table Count Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
9-8 Update System Catalog Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
9-9 Log File Display Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
9-10 Menu Log Files Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
9-11 Menu Log File Data Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
9-12 Report Generator Log Files Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
9-13 Report Generator Log Files Data Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
9-14 Statistic Logger Log Files Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
9-15 Statistic Logger Log Files Data Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
9-16 Patroller Log Files Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
9-17 Patroller Log Files Data Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
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NDA-30122 Revision 1
Attendant Console Statistics Operations Manual INTRODUCTION

Chapter 1 INTRODUCTION

This manual provides the information needed to configure and operate the Attendant Console Statisti cs software application.

What is Attendant Console Statistics?

Overview

Attendant Console Statistics (Console Stats) is an application that collects data from Attendant Console call pr ocessing and produces statistical repor ts for display or printing. Console Sta ts may be used as a stand -alone product or as a supplemen t to the Hospitality Center System (HCS) or Medical Center System (MCS) applications.
Console Stats provides opti ons for design and generation of any number of re ports from a variety of available statistics for attendant call processing and attendant queue activity. Reports can also be designed and generated for trunk route group and station group activity. The statistics can be calculated by the hour, day, or for the current day, up until the current time.
The design process involves naming the repo rt, selecting the statistics it is to contain, and namin g the time interval by which thos e statist ics are to be calculat ed. Once formatted, a report can be generated from the Main Menu to reflect statistics calculated from call processing data collected during a previous time period or scheduled for autom atic generat ion either once in the future or on a recurring basis (i.e., Monday morning a t 1:00 a.m., every week and month of t he year). Report da ta is collected for a configurable length of time.
The list of statistics available through Console Stats during report formatting is extensive and includes totals, percentages, ranges, and averages calculated from such things as numbe r and types o f calls queued and answered, co nnected a nd idle periods, calls waiting in queue for available operators, and abandoned calls.
NDA-30122 Revision 1
Console Stats retains all saved reports (whether formatted and generated through the menus or routinely produced by Console Stats) for a configur able period durin g which time they can be displayed and printed from a Main Menu option.
Interface to other OAI Applications
Console Stats requires an external application to act as an Event Collector. The figure on the following page illustrates how the Console Stats components interface with other OAI applications.
MCS and HCS application s may be con figured to c ollect events f or Console St ats, or the Attendant Monitor application may be used when attendant consoles are used in a stand-alone environment.
Page 1
INTRODUCTION Attendant Console Statistics Operations Manual
Event Collector
MCS
or
HCS
or
Attendant
Monitor
Logger
Console Statistics Com po nents
Automated
Report
Generator
Informix
Database
Administrator
Reports
The Event Collector detects events generated by the attendants and the PBX, then sends messages to the Console Stats Logger application. The Logger parses the messages and saves the statistic data in an Informix Database.
The data in the I nformix Database is use d by the Console Stats Administrator and Automated Report Generator applications to build reports, that can be viewed or printed by the Administrator application.
Page 2
NDA-30122 Revision 1
Attendant Console Statistics Operations Manual INTRODUCTION

How To Use This Manual

This manual describes the various screens, windows and functions for the configuration and operation of Console Stats. Examples of displayed screens and step-by-step proce dures are shown in the f ollowing chapters. The proce dural st eps to perform a given task (Adding a Report Format) are given in sequence and marked as shown below:

Manual Organization

Step 1:
From the Main Menu, select...
Chapter 1 - Introduction
This chapter details how to use this manual, t he actual manual org anization, and an overview of the Console Stats application.
Chapter 2 - Installation and Configuration
Chapter 2 describe s how to install and con figure the applic ation, along with th e key usage conventions, main menu screen, and an overview of the main menu functions.
Chapter 3 - Report Formats
Report Formats descri bes the available st atistics for re port formats. All scre ens and procedures for adding ne w report formats , modifying forma ts, deleting fo rmats, or printing reports are described.
Chapter 4 - Report Generation
This chapter describes the screens and all procedures for generating a report.
Chapter 5 - Automated Report Generation
Chapter 5 describes the screens and all procedures for configuring an Automated Generated report.
NDA-30122 Revision 1
Chapter 6 - Report Viewing
This chapter describes the procedures for viewing reports.
Chapter 7 - Route Groups
Chapter 7 describe s the screens and procedures for adding ne w trunk route gr oups, and modifying, deleting, or printing groups information.
Chapter 8 - Station Groups
This chapter describes the screens and procedures for adding new station groups, and modifying, deleting, or printing groups information.
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INTRODUCTION Attendant Console Statistics Operations Manual
Manual Organization (Cont.)
Chapter 9 - Administration Menu
Chapter 9 describes s pecial function s and their procedur es available at the Console Stats Administration Menu.
Appendix - Example Reports
The appendix shows selected example reports and formats that can be generated.
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NDA-30122 Revision 1
Attendant Console Statistics Operations Manual INSTALLATION & CONFIGURATION

Chapter 2 INSTALLATION & CONFIGURATION

This chapter provides a st ep- by- step description of the install at io n, configuration, and Main Menu functions for Console Stats. Before proceeding with the configuration, ensure that the SCO UNIX operating system and the Applications Manager (APM) platform software are installed on the system.
The Applications Manager Operations Manual provides detailed instructions for using the APM menus and for completing the data entry screens illustrated in this manual. NEAX2400 IMS system manuals provide the procedures for making the data assignments at the NEAX MAT.

Before Installation

Before insta lling Console Stats, the following two procedures must be performed:

Informix Database Installation

Database Space Creation

The Informix On-Line database application must be installed on the UAP before Console Stats can run. Since the installation scripts will attempt to create the application databas e, it is a good i dea to insta ll In form ix bef ore in stall ing Console Stats. Informix may already be installed if one of the following is true:
HCS or MCS is currently installed and running
The UAP is a UAP2000 or UAP3000
If Informix is not installed, Console Statistics can sti ll be installed on the UAP, but it will not run until Informix is installed and the application database is created using the Console Statistics Administration utility
After the Informix On-Line database has been installed, the Console Stats database space must be created us ing the Informix tbmonitor utility. The database space must contain at least 400 MB of free space.
If HCS or MCS is currently installed, the “atcsspace” or “mcsspace” database spaces may also be used by Console Stats if there is enough free space; other wise , use the Informix tbmonitor to create a new database space with the name “statsdbspace”. Remember the database space name (“statsdbspace, “atcsspace”, “mcsspace”, etc.) as the installation scripts will prompt fo r it later.
(See Chapter 9 of this manual)
.
NDA-30122 Revision 1
Page 5
INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual

Installation Procedure

This section describes the procedures to install the Attendant Console Statistics application software. Follow the procedure below to install the software.
login: apmadm password:
Note:
Some ke yboar d s use a mar ked keyboards mark this function key as tify this function as
Return
Return
key for the carriage return function. Other
Enter
. The installation procedure will iden-
(Enter). When the pr o cedur e ind icates, use the ap pr o-
priate marked key on your part i cular keyboard.
To begin the installation, type apmadm at the UNIX login prompt and press Enter.
(If your “apmadm” account requires a password, enter the “apmadm” password at the subsequent password prompt.)
Console Stats
software
NEC America APM Administration Wed - Oct 31, 1996
APM Platform Release Rel2.3 (May 22, 1996)
Main Menu
APM Debug Facilities Halt APM System File Archive Installation of Applications/Packages PBX Simulator Removal of Packages Start-up APM System
Logout UNIX
Enter Option: [i]
APM Status: ACTIVE
APM Administration Main Menu.
Type i’ in the “Enter Option: [ ]” field to select Installation of Applications/ Packages and press Enter.
Note:
The APM Platform r elease and date
may vary from this example.
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NDA-30122 Revision 1
Attendant Console Statistics Operations Manual INSTALLATION & CONFIGURATION
NEC America APM Administration Wed - Oct 31, 1996
Installation of Applications/Packages
Available Packages are:
applications asl mtl tcpip uapname uucp x25
Enter Package to be installed: applications
NEC America APM Administration Wed - Oct 31, 1996
Installation of Applications/Packages
Available Packages are:
applications asl mtl tcpip uapname uucp x25
Console Stats is an application. When prompted for the package to be installed, type applications’ and press Enter.
You are asked to select the installation media. Type F for Floppy Disk Device and press Enter.
Note:
will be a 3.5 inch type.
The standard Floppy Disk Device
Enter Package to be installed: applications
Release Media Devices are:
(F)loppy Disk Device (C)artridge Tape Device
Enter Release Media Device: F
Install Procedure
Installing from /dev/fd0
Insert OAI Application/Update Release Media #1 Enter <Return> to continue:
Next, you are requested to insert the Attendant Console Statistics installation diskette in the Floppy Disk Device.
Insert the diskette and press Enter to continue.
Note:
installation diskette will be a 3.5 inch type.
The Attendant Console Statistics
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Page 7
INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual
Install Procedure
Installing from /dev/fd0
Insert OAI Application/Update Release Media #1 Enter <Return> to continue:
Copying ........
tar: blocksize = 20 x oai/app/consoleStats/install/etc/updstats.Z, 112163 bytes, 220 tape blocks x oai/app/consoleStats/install/etc/swpcall.Z, 115463 bytes, 226 tape blocks x oai/app/consoleStats/install/etc/swpattl.Z, 114652 bytes, 224 tape blocks x oai/app/consoleStats/install/bluebars1.Z, 562 bytes, 2 tape blocks x oai/app/consoleStats/install/bluebars2.Z, 343 bytes, 1 tape blocks
.
x oai/app/consoleStats/install/stats_ins.Z, 5263 bytes, 11 tape blocks
.
x oai/app/consoleStats/install/createAccounts.Z, 947 bytes, 2 tape blocks x oai/app/consoleStats.ins, 2050 bytes, 5 tape blocks x oai/chksum_app, 5259 bytes, 11 tape blocks
Has all release media been loaded [y or n] ? y
OAI Platform is at revision 5 for machine i386 (May 22 1996 Rel2.3)
consoleStats Revision: 6machine type: i386 Version: Ver3.1.0 Processing, please wait... Validating installed files
..............
Validation Completed
Looking for installation scripts
The screen displays the files as they are loaded from the media. Some f ile s may scroll off the screen, until all the files from the diskette have been processed.
You are asked if all of the application release media (diskettes) have been processed. Type n for any additional diskettes for Console Stats. When all diskettes have been loaded, type y (yes) and press Enter.
Note:
and/or files may vary from this example.
The number o f bytes, tape blocks,
APM installation be gins , pro cessi ng al l of the Console Stats installation files and checking them for c orrectne ss. The screen indicates the status of this installation.
Note:
from this example.
Some revisions and dates may vary
Installing the Release Files
Processing files
NEC America Console Statistics Wed - Oct 31,1996
Installation Options
[I]nstall
[U]pgrade
[C]ancel Installation
Enter Option
Select the installation option for Console Stats. For a new installation, type I and press Enter. The installation of files will now begin.
If performing an upgrade, type U and press Enter. If you wish to Cancel the installation at this time, type C and press Enter.
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Creating installation directories Creating backup directories
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Super User (root) privileges are required to create the Console Statistics user accounts.
Please enter the Super User Password: Removing the old Console Statistics user accounts...
Creating the stats user account... Deleting the password for user: stats Password change is forced for stats.
Screen messages show the installation and backup directories being installed.
For Console Stats installation, certain files must be modified that require root privileges.
Type your “root” password and press Enter to continue the installation. Various messages will show the progress of the installation.
Creating the statsadm user account... Deleting the password for user: statsadm Password change is forced for statsadm.
Configuring Informix to go on-line when the system is booted... Installing the ansi_nec terminal information...
NEC America Console Statistics Wed - Oct 31,1996
Installing login scripts... Installing APM database files... Installing config files... Installing executable files... Updating APM Configuration files...
Note:
An incorrect password entry will cancel the install and return you to the APM Administration Main Menu.
Status messages sh ow the inst allation of various files.
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INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual
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Configuring StatLogger autocfg running...
autocfg: StatLogger application configured.
autocfg terminated normally.
Press Return to continue installation
NEC America Console Statistics Wed - Oct 31,1996
Configuring StatPatroller autocfg running...
autocfg: StatPatroller application configured.
autocfg terminated normally.
Status messages show the installation and configuration of the first Console Stats main component.
At the prompt, press Enter to continue the install ation.
Status messages show the installation and configuration of the second Console Stats main component.
At the prompt, press Enter to continue the install ation.
Press Return to continue installation
NEC America Console Statistics Wed - Oct 31,1996
The Console Statistics Informix database may be installed now if an Informix database space has been created. This may be an existing database space used by other applications, or a new space dedicated to Console Statistics. If the database does not exist at this time, type ’N’ when prompted below. The Console Statistics Informix database can be created later using the Informix tbmonitor utility to create the database space, and then using the Console Statistics Administration utility to create the database and build the indices.
WARNING: If an Informix database already exists for Console Statistics, it will be destroyed before the new database is installed, and all data will be lost.
Do you want to install the Console Statistics Informix database now? (y/n)
Read this screen message carefully.
At the prompt, type y or n and press Enter.
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NEC America Console Statistics Wed - Oct 31,1996
Please enter the Informix database space name: [statsdbspace] You entered [statsdbspace], is this correct (y/n)
NEC America Console Statistics Wed - Oct 31,1996
Ready to install Console Statistics Database in statsdbspace
WARNING: If an Informix database already exists for Console Statistics, it will be destroyed before the new database is installed, and all data will be lost.
Do you want to continue? (y/n)
If HCS or MCS is currently installed, the atcsspace or mcsspace database spaces may also be used by Console Stats-- if there is enough free space.
If not, type the Console Stats default database space name statsdbspace and press Enter.
At the prompt, ve rify the database space name. If correct, type y and press Enter.
Ensure there is no existing Console Stats database or that the existing database has been backed-up before proceeding.
At the prompt, type y and pre ss Enter to continue.
NEC America Console Statistics Wed - Oct 31,1996
Removing the old Console Statistics Informix database...
Installing the new Console Statistics Infomrix database...
Building the Console Statistics Informix database indices...
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Status messages sh ow the inst allation of the new database.
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INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual
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Setting up info files...
Old files saved in /tmp/stats0, the system deletes these after 7 days. Apm should now be Terminated and then Re-Initialized and the appropriate Console Statistics APM Database files should be modified.
Installation Complete. Press Return
Status messages show the progress of the Console Stats inst allati on. When al l files have been set-up by the installer, the Console Stats installation is complete.
Press Enter to exit this screen an d return to the APM Main Menu.
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After Installation

The Console Stats application can be used with the Hospitality Center System (HCS) or Medical Center Syst em (MCS) applications. If Console St ats is to be used with either of these applications, perform the following steps as appropriate:

HCS Configuration

If HCS is to be used with Console Statistics, then HCS must be configured as follows:
Step 1:
Step 2:
Step 3:
Step 4:
Step 5:
Halt all HCS applications.
Add the following line to “/oai/app/hcs/cfg/Matcsii.cfg”:
- /oai/app/stats/cfg/api.cfg
Create a file called “/oai/app/hcs/cfg/Mserver.cfg and insert the following line:
- /oai/app/stats/cfg/api.cfg
Use the APM Administrator to set the User Defined #13 value of all HCS_ServerX applications (HCS_Server1, HCS_Server2, etc.) to the following:
- /oai/app/hcs/cfg/Mserver.cfg
Restart all HCS applications.

MCS Configuration

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If MCS is to be used with
Console Statistics
as follows:
Step 1:
Step 2:
Step 3:
Continue to Steps 4 and 5 on the next page...
Halt all MCS applications .
Add the following line to “/oai/app/mcs/menus/Mcs.cfg”:
- /oai/app/stats/cfg/api.cfg
Create a file called “/oai/app/mcs/menus/Mserver.cfg” and insert the following line:
- /oai/app/stats/cfg/api.cfg
, then MCS must be configured
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INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual
MCS Configuration (Cont.)
Step 4:
Step 5:
Use the APM Administrator to set the User Defined #10 value of all Mcs_ServerX applications(Mcs_Server1, Mcs_Server2, etc.) t o the following:
- /oai/app/mcs/menus/Mserver.cfg
Restart all MCS applications.
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Proceed to the next page to configure the APM and various components...
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Attendant Console Statistics Operations Manual INSTALLATION & CONFIGURATION

Application Configuration

Since Console Stat s is int ernal ly suppo rted by t he APM, its two co mponents must be configured in the APM enviro nment. This sec tion provides the i nformation tha t must be entered into the APM configuration file.
Console Stats is set-up in the APM system using the Add function of the Application Configuration option on the APM System Administration menu.
A Note on Se lecting Comm ands
In the following procedure s, a step may c all for pressi ng the Tab key to selec t a command. It may be necessary to press the Tab key multiple times in order to select the specific command. When reading a step, understand to press the Tab key (as needed) to select the specified command.
APM System Configuration
Console Stats
Components
Follow the steps to configure the APM system for Console Stats.
Step 1:
Step 2:
Step 3:
Console Stats has two components that must be configured through the APM.
StatPatroller– Clears the database of old records, clears directories of old
StatLogger – Logs attendant on-line, off-line, login, and logout messages. It
Enter the APM option from the APM Platform Management menu.
Enter the System Administrator password at the APM password screen.
Select the Application Configura tion option from the System Administration menu.
reports and old log files, and date-stamps the log files.
also logs ca ll messages incoming, answer, abandon, recall, and release. Messages are logged in the Informix database.
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Proceed to the next page to define these components...
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INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual

Component Characteristics

Define the two components exactly as shown in the table:
Characteristic StatPatroller StatLogger
OAI Application N N CRT Application N N Communication Queue N Y
Parameter
Definition
OAI Application Whether (Yes or No) the component communi cates
with the NEAX2400 using OAI processes.
CRT Application Whether (Yes or No) the component runs on the same
screen as the APM, render ing the APM te mporarily inaccessible.
Communication Queue Whether (Yes or No) the component needs an IPC
queue to communicate with other processes.
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Proceed to the next page to set the Primary Configuration Parameters...
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Primary Configuration Parameters

From the APM Configuration En try scre en, config ure each c omponent as f ollows. All parameters ma rked wi th aste risks (*) shoul d be ente red exactly as shown. The rest of the en tries in the table below a re just examp les.
Parameter
Application Name StatPatroller StatLogger Executable Filename* /oai/app/stats/bin/patroller /oai/app/stats/bin/logger Group* STATS STATS Response Mode* I(gnore) I(gnore) Initialization Batch N(o) N(o) Termination Mode* T(erminate) M(essage) Standard Output /dev/null /dev/null Number of Restarts 0 0 Queue Key 112
Parameter
Definition
StatPatroller
Values
StatLogger
Values
Application Name The name to be displayed in the APM menus. This name
is displaye d as it is entered here i.e., capital letters,
lowercase, etc. Executable Filename* The path name of the executable file. Group* The group that the comp onen t be longs to. Make no entry. Response Mode* The action that the APM is to take with the component
should a member of the group terminate. Initialization Batch Whether (Yes or No) the component is to be initialized
automatically when the OAI system is initialized. Termination Mode* How the APM is to notify the component to terminate. Standard Output Where any output is sent. Number of R estarts Ho w many times the APM may restart the component
after it terminates in error. Queue Key The interprocess communication key by which the
component communicates with other processes.
This completes the configuration of Console Stats into the APM.
Proceed to the next page to review database support for Console Stats...
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INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual

Database Support

Console Stats requires one database of its own in the APM. The Console Stats database (statcfg) was loaded during software installation from the release media and contains default field entries, most of which should not be changed without first consulting an NEC representative. The statcfg database struc ture and contents are described in the table below:
Master File Definition
(statcfg)
Field Name
Type Size Min.
Value Automated Reports Dir A 25 ASCII /oai/log/stats/arpts Non-Automated Reports Dir A 25 ASCII /oai/log/stats/narpts Login Reports Dir A 25 ASCII /oai/log/stats/lrpts Log Directory A 25 ASCII /oai/log/stats Report Generator Process A 25 ASCII /oai/app/stats/bin/rptgen Database Name A 9 ASCII statsdb Max Days to Keep Records N 3 1 730 Short Integer 365 Max DB Records to Query N 2 1 50 Short Integer 50
Max.
Value
App. File
Definition
(Statcfg)
Data Type Default Entry
Master
Database
(statcfg)
Attendant Statistics A 1 ASCII Y Call Queue Statistics A 1 ASCII Y
The only field i n thi s dat abase whose en try s hould b e ch anged is t he Max Days to Keep Records. This value reflects the number of days for which attendant data is
maintained in the database and can be any number of days, from 1 to 730. If you need to change this value, use the Database Administration option on the APM System Administration Menu. Refer to the APM Operations Manual for more detailed instructions.
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Proceed to the next page to initialize the Console Stats components...
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Attendant Console Statistics Operations Manual INSTALLATION & CONFIGURATION

Initialize Components

The two Console Stats components must be initialized from the APM as follows:
StatLogger Component
Follow the steps below to initialize the StatLogger component:
Step 1:
Step 2:
On the APM System Operations Menu, select the Non-CRT Application Control option.
Use the Initialize command to start up the StatLogger component.
StatPatroller Component
Follow the s teps below to initialize the StatPatrolle r component:
Step 1:
On the APM System Administration Menu, select Control Options.
Step 2:
Step 3:
This completes all the application configurat ion.
On the Application Selection screen, selec t StatPatroller.
On the Application Control Options screen, create a schedule for StatPatroller to automatically initialize every midnight by making the following entries:
Minute (0-59): 0
Hour of Day (0-23): 0
Day of Month (1-31): *
Month of Year (1-12): *
Day of Week (0-6): *
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Proceed to the next page to start-up the Console Stats application...
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INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual

Application Start-Up

Logging in to
Console Stats

General Key Use

The Console Stats application executes on a UAP (User Application Processor). From the UAP terminal, follow the steps below to login and start Console Stats:
Step 1:
At the Login: prompt, type stats (lower case) and press Enter.
- If the system is configured for a password
, a password prompt will be dis-
played. Type your password at the prompt and press Enter.
Step 2:
The Console Stats application will start and display the Main Menu screen. See Figure 2-1.
Throughout Console Stats, the keys shown in the table will produce the associated action:
Key Action
Enter or Return Accept a chosen selection or field entry Escape Exit the current screen or window Tab Move to the next field on the screen or window Back Tab Move to the previous field on the screen or window Down Arrow • Move down one line in a scrolling window or selection list
• Move to the next field on the screen or window
Up Arrow • Move up one line in a scrolling window or selection list
• Move to the next field on the screen or window Left Arrow Move left one character in a field Right Arrow Move right one character field Backspace Move left one character in a field, then delete the character Delete Delete the current character in a field Home • Move to the first character in a field
• Move to the first line in a scrolling window End • Move to the last character in a field
• Move to the last line in a scrolling window Page Up Move up one page in a scrolling window Page Down Move down one page in a scrolling window
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Main Menu

Following the Console Stats login, the Con sole Stats Mai n Menu will be displ ayed (Figure 2-1).
Figure 2-1 Main Menu Screen
Console Stats call pr ocessing reports can be d esigned with statistics to be computed by hour or by day over a definable range of time or for today only. For example, Console Stats can calc ulate the amount of ti me out of eve ry hour th at all l ogged-in and active attendants spent talking to callers over the past week. The format for this report would contain these settings:
Time Interval: Hourly
Statistic: Total Talk Time
The range of time set fo r this formatted rep ort when it is being gene rated on August 17, 1999 would look like this:
Starting Date: 08/17/1999
Starting Time: 08:00 AM
Ending Date: 08/10/1999
Ending Time: 08:00 AM
The Console Stats Main Menu shows the sequential approach to report product ion.
The first s tep i s to cr eate a format storage and retrieval), naming the interval by which its statistics are ca l culated (e.g., by hour), and naming the specific statistics that are to be calculated from call processing data.
the report, giving i t a name and identif ier (for
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INSTALLATION & CONFIGURATION Attendant Console Statistics Operations Manual
Main Menu (Cont.)
The second step is to genera te the fo rmat ted r eport or schedul e it for automatic generation. Generatin g the report in v olves naming t he range of time o ver which the formatted statistics are to be calculated from the call pr ocessing data collected for that time (for instance, over the past three days) and showing whether the report is to be displayed, printed, and/or saved. Scheduling automatic report generation involves naming a time at which the formatted report will be generated, either once or on a recurring basis.
Lastly, formatted and generated reports can be viewed and printed.

Main Menu Options

This sequence (descr ibed above) to produce a report is reflec ted in the Main Menu (Figure 2-1) options.
Report Formats Create formats for reports of statistics calculated by
attendant or by the types of calls that ar e queued for and by attendants.
Report Generation – Genera te a formatted report of statis tics calculated f rom
call processing data collected before. Note that rep orts formatted with a Current interval c an only be generated through this option. They cannot be scheduled for automatic generation.
Automated Report – Schedule the specific time at which a formatted Generation report is automatically generated once or on a recurri ng
basis. Note that only repo rts formatted for statistics calculated by the hour and by the day can be scheduled for automatic generation.
Report Viewing Display existing attendant login, automated and non-
automated reports for viewing and printing.
Route Groups Create trunk route groups
Station Groups Create station groups
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These option sele ctions and t heir functi ons are des cribed in de tail in ot her chapters of this manual. Refer to the following:
Report Formats See Chapter 3
Report Generation See Chapter 4
Automated Report See Chapter 5
Generation
Report Viewing – See Chapter 6
Route Groups See Chapter 7
Station Groups See Chapter 8
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