NEC UCD-XL User Guide

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UCD - XL

USER GUIDE

NEC America, Inc.

NDA-24169-002

Revision 2.0

January, 1997

Stock # 241730

LIABILITY DISCLAIMER

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 information contained herein is the property of NEC America and shall not be reproduced without prior written approval from NEC America.

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 Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

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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 Report -- Major Hourly Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. 11

2-7

View Report -- ANI Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. 12

2-8

Erase Statistics screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. 18

2-9

Trace Functions menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. 20

2-10

Initiate Trace screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. 22

2-11

View of a Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. 25

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UCD - XL User Guide Introduction

Chapter 1 Introduction

General Description

UCD-XL is an Open Applications Interface (OAI) application that expands the capabilities of Uniform Call Distribution (UCD) in the NEAX2400 PBX. Although the PBX is limited to 60 extensions in a UCD group, this application can route a call to any extension in a group of any size (subject to a practical limit of 150 voice mail ports). Multiple UCD groups are supported. The application also monitors the calls and maintains cumulative statistics which can be 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 incoming call is connected to a voice port, a message is sent to the VMS, identifying the originator and the port. The VMS, in turn, sends a message to the UAP controlling a message waiting lamp (MWL). UCD-XL passes this MCI message unaltered to the PBX.

 

voice ports

 

 

 

 

 

 

VMS

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

NEAX2400

 

 

 

MCI

 

MCI

 

 

 

 

UAP

 

 

 

 

OAI

 

(UCD-XL)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Figure 1-1 UCD-XL Environment with a VMS

UCD-XL is able to receive calls across a CCIS network of PBXs. However, all extensions comprising the managed groups must reside on the PBX connected to the User Application Processor. Office codes are supported, and 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 VMS. Once the OAI link is re-established, UCD-XL will restore full functionality.

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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 config-

 

 

ured.

Chapter 3:

Administration

How to generate activity 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.

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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 Monitor’s configuration. For groups, major and minor statistics are maintained; for ANI patterns, 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 internal buffer for the next collection period. Special statistics are maintained for queued and connected calls that overlap (“carryover”) 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 the statistics. The report can cover any combination 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 storage device, such as a diskette or cartridge tape. Only one report may exist at a time.

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Administration

UCD - XL User Guide

Through the Trace Functions menu, the Administrator can observe UCD-XL call activity in real time. It produces a trace file which can be viewed on the screen, printed, or transferred onto a storage device. This trace file continues to exist after 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 value 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 key. The prompt

1bU i_e cebU/ I >

will appear so that accidental termination is avoided. If you reply Y, the application will terminate and the screen will clear. Otherwise, the Log On screen remains displayed.

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NEC UCD-XL User Guide

UCD - XL User Guide Administration

Main Menu

After logging on, the UCD-XL Main Menu displays (see Figure 2-2).

 

 

 

 

UCDXL_Admin

Fri Dec 31 11:58

 

 

*** Main Menu ***

>Report Generation Trace Functions Quit (log off)

Use arrow keys to move cursor, <Enter> to select, <Esc> to quit.

 

 

*** EARLIEST STATS ***

*** FILE SIZE ***

11/14/95 00:00

1284720

Figure 2-2 UCD-XL Main Menu

The pointer (> symbol) indicates the current selection. Use the up arror and down arrow keys to move the pointer through the list of options; press Enter to execute 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 the screen, some information about the statistics file is 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 that there is no more than 25% space available on the disk, in which case a warning message is also displayed. (If this 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 - when a statistics report has been created

DB135 ?> - when a trace of call activity is in effect

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Administration

UCD - XL User Guide

Report Generation

If you select Report Generation from the UCD-XL Main Menu, the menu shown 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.

 

 

 

 

 

*** EARLIEST STATS ***

*** FILE SIZE ***

11/14/95

00:00

1284720

 

 

 

Figure 2-3 Report Generation menu

Create a Report

This selection allows you to generate reports 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 following 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.

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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

Summary only? No Yes

Groups: None All Select

ANI Patterns: None All Select

 

<Enter> to accept, <Esc> to quit.

 

 

*** EARLIEST STATS ***

*** FILE SIZE ***

11/14/95 00:00

1284720

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 the first date of statistics in the statistics file, and the end date 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 enter only two digits for the year, 60-99 are interpreted as 1960-1999; 0-59 are interpreted as 2000-2059.

It is not necessary to enter two digits each for the months and days; for example, 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 displays:

=ecd UaeQ\ _b UhSUUT cdQbdY^W TQdU

If a date in the future (for example, June 6 of next year) is entered, the following 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).

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