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UCD-XL
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NEC UCD-XL User Guide

UCD - XL
USER GUIDE
NEC America, Inc.
NDA-24169-002
Revision 2.0
January, 1997
Stock # 241730
LIABILITY DISCLAIMER
Copyright 1997
NEC America, Inc.
UCD - XL User Guide CONTENTS
TABLE OF CONTENTS
Page
Chapter 1 - Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
General Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Manual Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Chapter 2 - Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Log On Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Status Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Report Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Create a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
View Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Print Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Transfer to Media. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Store on DOS Diskette. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Delete Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Erase Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Quit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Trace Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Initiate Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Stop Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
View Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Print Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Transfer to Media. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Copy to DOS Diskette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Quit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Quit (Log Off) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Chapter 3 - Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Appendix A - Error Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Error Messages on Administrator Scree n. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
NDA-24169 Revision 2.0 Page i
CONTENTS UCD - XL User Guide
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Page ii NDA-24169 Revision 2.0
UCD - XL User Guide FIGURES
LIST OF FIGURES
Figure Title Page
1-1 UCD-XL Environment with a VMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
2-1 UCD-XL Log On screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2-2 UCD-XL Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
2-3 Report Generation menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2-4 Report Generation data entry screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
2-5 View Report -- All Daily Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
2-6 View Re p or t -- M aj o r H o u rly S ta ti s tic s. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
2-7 View Report -- ANI Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
2-8 Erase Statistics screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2-9 Trace Fu n c tions menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
2-10 Initiate Trace screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
2-11 View of a Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
NDA-24169 Revision 2.0 Page iii
FIGURES UCD - XL User Guide
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Page iv NDA-24169 Revision 2.0
UCD - XL User Guide Introduction

Chapter 1 Introduction

General Descripti on

UCD-XL is an Open Applications Interface (OAI) application that expands the capabilities of Unifo rm Call Distribution (UCD) in the NEAX2400 PBX. Although the PBX is limited to 60 ex tensions in a UCD group, this applicati on can route a call to any ext ension in a group of any size (subj ect to a p ractical limit of 150 voice mail ports). Multipl e UCD groups are suppor ted. The applicat ion also monitors the calls and maintains cumulative statistics which can b e reported.
UCD-XL has the ability to distribute calls to groups based upon the automatic number identification (ANI) of the call. Separate statistics are maintained for ANI patterns.
UCD-XL, which resides on the User Application Processor (UAP), may communicate with a voice mail system (VMS) via the standard Message Center Interface (MCI) link, as shown in Figure 1-1. When an incomi ng call is connec ted to a voice port, a message is sent to the VMS, identifyin g the originator and the port. The VMS, in turn, sends a message to the UAP cont rolling a message waiting lamp (MWL). UCD-XL passes this MCI message unaltered to the PBX.
NEAX2400
voice ports
VMS
MCI MCI OAI
Figure 1-1 UCD-XL Environment with a VMS
UAP
(UCD-XL)
UCD-XL is able to receiv e calls across a CCIS network of PBXs. H owever, all extensions comprising the managed groups must reside on the PBX connected to the User Application Pr ocessor. Office codes are supported, a nd may be omitted or truncated in MCI messages.
If UCD-XL detects a failure of the OAI link with the PBX, the application will switch to passive mode. In this passive mode, UCD-XL passes MCI messages between the PBX and the VM S. Once the OAI link is re-established , UCD-XL will restore full functionality.
NDA-24169 Revision 2.0 Page 1
Introduction UCD - XL User Guide

Manual Organization

This document contains the following sections:
Chapter 1: Introduction A brief explanation of UCD-XL. Chapter 2: Configuration How UCD-XL should be conf ig -
ured.
Chapter 3: Admini stration H ow to generate ac tivity reports
for UCD-XL. Chapter 4: Limitations Limitations to UCD-XL. Appendix A: Error Messages UCD-XL error messages. Appendix B: Utilities UCD-XL Utilities. Appendix C: Environment/Hardware A description of the physical en-
vironment and hardware needed
to support UCD-XL.
Page 2 NDA-24169 Revision 2.0
UCD - XL User Guide Administration

Chapter 2 Administration

Overview

The UCD-XL Administrator gives you the capability of generating, viewing, and printing reports that quantify the call traffic managed by the application. The Administrator also gives you the ability to initiate, terminate, view, and print a trace of incoming calls for any combination of UCD groups and ANI patterns.
UCD-XL Monitor records statistics for each hour or for each day; the time frame is specified in Monit or’s configuration. For gr oups , major and minor statist ics ar e maintained; for ANI patt erns, there are only major statistics. At the end of the specified time period, the Monitor records the accumulated statistics into a data file, and then clears the in ternal buffer for the next coll ection period. Special statistics are mai ntained f or queued and connect ed calls that ov erlap (“ carryove r”) consecutive collection periods. The collected statistics include:
Major Statistics
• the start of the time period (date and time)
• quantity of existing ports (for groups only)
• count of incoming calls per group or pattern
• count of abandoned calls per group or pattern
• count of queued calls per group or pattern
• count of queued calls carried over from previous collection period
• average duration (in seconds) a call is queued
• maximum duration (in seconds) a call is queued
• maximum duration of a queued call that was carried over Minor Statistics
• count of connected calls (excluding abandonments) per port
• count of connected calls carried over from previous collection period
• average duration (in seconds) of a completed call at each port
• maximum duration (in seconds) of a completed call at each port
• maximum duration of a queued call that was carried over Through the Report Generation menu, the Administrator can create a report of
these statistics for any range of dates. The report can be detailed by the day or by the hour, or can summarize th e statist ics. The repo rt can cover any combinati on of groups and ANI patterns. The statistics remain in the data file until cleared by using the Erase Statistics option in the Report Generation menu.
Once the report is generated , it may be viewed on the screen, printed, or transferred (copied) onto a stora ge device, su ch as a diske tte or cartri dge tape. Only one re port may exist at a time.
NDA-24169 Revision 2.0 Page 3
Administration UCD - XL User Guide
Through the Trace Fu nctions menu , the Admini strator c an observ e UCD-XL call activity in real time. It produces a trace file which can be viewed on the screen, printed, or transf erre d ont o a s torage devic e. This trac e fi le con tinues to ex is t aft er a trace is stopped, but is overwritten when another trace is initiated.

Log On Screen

To log on to UCD-XL, initialize the UCD-XL Administrator. The UCD-XL Log On screen displays (see Figure 2-1).
UCDXL_Admin Fri Dec 31 11:58
*** LOG ON ***
Password:
Press <Esc> to exit the Administrator.
*** NEC Proprietary ***
Figure 2-1 UCD-XL Log On screen
Type the Administrator’s password and press Enter. This val ue must match the password specified in the configuration of the Administrator. If you enter the wrong password, the terminal will beep.
To exit the application, press the Esc
1bU i_e cebU/ I>
key. The
prompt
will appear so that accidental termination is avoided. If you reply Y, the application will terminate and the scre en will c lear. Otherwise, the Log On screen remains displayed
.
Page 4 NDA-24169 Revision 2.0
UCD - XL User Guide Administration

Main Menu

UCDXL_Admin Fri Dec 31 11:58
After logging on, the UCD-XL Main Menu displays (see Figure 2-2).
*** Main Menu ***
> Report Generation
Trace Functions Quit (log off)
Use arrow keys to move cursor, <Enter> to select, <Esc> to quit.
*** FILE SIZE ****** EARLIEST STATS ***
11/14/95 00:00 1284720
Figure 2-2 UCD-XL Main Menu
The pointer (> symbol) indicates the current select ion. Use the up arror and down arrow keys to move the p ointer through the lis t of opt ions; press Enter to exe cut e the selected option. There are three options on the UCD-XL Main Menu: Report Generation, Trace Functions, and Quit (log off). The following sections describe each option.
Status Window
At the bottom of th e screen, some info rmat ion about the statistics file i s displayed in a Status Window. On the left side, there is the date and time of the earliest recorded statistics. On the right side, there is the size (in bytes) of the file. A flashing value means t hat there i s no more than 25 % space avai lable on the disk, in which case a warning message is also displayed. ( If thi s happens, you may want to reduce the size of the file by erasing some statistics, as described on page 18.)
In the center of the Status Window, any of the following messages may appear in highlighted form:
B5@?BD 5H9CDC
DB135 ?>
when a statistics report has been created
-
when a trace of call activity is in effect
-
NDA-24169 Revision 2.0 Page 5
Administration UCD - XL User Guide

Report Generation

If you select Report Generat ion from the UCD-XL Main Me nu, the menu s hown in Figure 2-3 displays. This menu has seven entries; each is described below.
Note:
Unless UCD-XL is configured to produce statistics, the Report Generation com­mands will fail, because the statistics file does not exist.
UCDXL_Admin Fri Dec 31 11:58
*** Report Generation ***
> Create a Report
View Report Print Report Transfer to Media Store on DOS Diskette Delete Report Erase Statistics Quit
Use arrow keys to move cursor, <Enter> to select, <Esc> to quit.
*** FILE SIZE ****** EARLIEST STATS ***
11/14/95 00:00 1284720
Figure 2-3 Report Generation menu

Create a Report

This selec tion allows you to generate r eports of the collected statistics.
Procedure
1. Select Create a Report from the Report Generation menu.
If the statistics file does not exist, UCD-XL displays the f ollowing message
3Q^^_d _`U^ cdQdYcdYSc VY\U ²eSTcdQdc³
and returns to the Report Generation menu.
2. If a report already exists, UCD-XL issues the prompt
BU`_bd UhYcdc ?fUbgbYdU/ I>
If you answer N, UCD-XL returns to the Report Generation menu.
Page 6 NDA-24169 Revision 2.0
UCD - XL User Guide Administration
If you agree to overwrite the current report (by entering Y), or if there is no current report, the screen shown in Figure 2-4 is displayed.
UCDXL_Admin Fri Dec 31 11:58
*** Report Generation ***
Start date (mm/dd/yy) : 11/14/95
End date (mm/dd/yy) :
Statistics option : Major All
<Enter> to accept, <Esc> to quit.
11/14/95 00:00 1284720
Summary only? No Yes
Groups: None All Select
ANI Patterns: None All Select
*** FILE SIZE ****** EARLIEST STATS ***
Figure 2-4 Report Generation data entry screen
3. Enter the starting and ending dates of the statistics to be reported. By default, the start date is t he fi rst date of statis tics in t he statis tics f ile, an d the end da te is the last date in the statistics file. When specifying the date range for a report:
• The dates are inclusive.
• The date format is month/day/year.
• Enter numbers separated by slashes.
• If you do not enter a year, UCD-XL uses the current year.
• If you ent er only two digits for the year , 60-99 are interpret ed as 1960-1999;
0-59 are interpreted as 2000-2059.
• It is not necessary t o enter two digits each for th e months and days; for ex-
ample, you can enter 1/3 for January 3 of the current year.
• If the end date you enter is less than the start date, the following message dis-
plays:
=ecd UaeQ\ _b UhSUUT cdQbdY^W TQdU
• If a date in the future ( for example, June 6 of next year) is entered, the fol-
lowing message displays:
6edebU TQdU ^_d `Ub]YddUT
• Pressing Ctrl+w or Home will clear a data entry field. This applies to all
data entry fields in UCD-XL (dates, search strings, device names, and so forth).
NDA-24169 Revision 2.0 Page 7
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