impact of disabling ACD print 1

[elypu]

Hello,

We have about 25 ACDs defined in our PBX Option 11C.
Management is intersted mostly in only three ACD.

I was wondering if there is any side effects if I set up
RPRT NO to the rest of the ACDs.

Thank you for your help.

 

[johnpoole]

no that will not cause a problem.. i've turned reports off and on dozens of times.. changing an acd group has never caused a problem that i have heard of.. chnaging an acd station has caused problems since acd came out

john poole
bellsouth business
columbia,sc

 

[elypu]

Hi johnpoole,

Thank you for your quick answer.
I have one more detail to ask.

The three ACDs that I want to get reports from are having
almost the same settings. Except MWC, which I am not sure
what it is used for. So, the settings for the three ACDs
are:

TYPE ACD TYPE ACD TYPE ACD
CUST 0 CUST 0 CUST 0
ACDN 7600 ACDN 7602 ACDN 7604
MWC YES MWC NO MWC NO
IMS NO DSAC NO DSAC NO
MAXP 14 MAXP 10 MAXP 10

The only one with MWC is 7600. Also has IMS NO but no DSAC.

I am not sure what this means. I am tempted to make them the
same, but I don't want to mess anything.

Thank you for your help.

 

[johnpoole]

mwc is msg center allow and the only acd that has to have it to work is mail.. that allows the mail to light the msg lamp on phones.. i've seen it on a few times for other groups but i've never had to turn it on to fix a problem..

ims is intergrated msg service, for intergration ie, connecting a non nortel ivr up to nortel or some off brand voice mail.. is 7600 your answer dn for mail.. 12 max agents, (maxp 12) or if the supervisor has a key built to light lamps for agents.. i've seen that, supervisor does a monitor, lights a lamp on the agents phone to request a call back.. agent presses not ready when she sees the msg lamp, then at the end of that call she can press the spv key, talk to the super.. super turns the light off.. that would require mwc yes ims no.. interegration would be an aml link or even an ethernet connection.. anything that allows data exchange other then the sets (agents) between the two..

1st rule of telephony.. if it "ain't" broke, don't fix it.

i have matched software just to clean up a switch, just change one thing at a time so the end user can test it for you.. gets bad when you make 40 changes and the next morning agents are getting logged off after each call.. (btw that would be homl yes)



john poole
bellsouth business
columbia,sc

 

[elypu]

Hi John,

Thank you again for sharing your knowldge.
I think you are right and I will definitely try not to
fix it if it is not broken.
I will have to concentrate on getting the reports and
if I can to automate the process.
So far, I was able to capture the reports from the TTY port.

Our office is just a government office where people in need
call for social assistance and help for disabled.

We have these three queues, each with 3-5 agents, and the
managers are trying to minimize the time people wait on the
phone.

I am the IT support for the office and I do not have any
experinece or training with telecom equipment. The office
does not have any contract for maintainance and they
pay for repairs when necessary. Most of the time I do
the changes that they need. When it is too much for my
knowldge, they have to call a service provider.

For now I will have to ask my manager to give the approval
in order to buy Procomm (about $150 CDN here) and I will
try to see if I can use some scripts to automate the
reports collection.

Bellow I put the PRT for the three ACD. I tried to paste
the outputs next to each other in three columns, but it is
not perfectly aligned. Just to make it easier to compare
the settings for the ACDs.

Many thanks for your help.

TYPE ACD	TYPE ACD	TYPE ACD
CUST 0	CUST 0	CUST 0
ACDN 7600	ACDN 7602	ACDN 7604
MWC  YES	MWC  NO	MWC  NO
IMS  NO	DSAC NO	DSAC NO
MAXP 14	MAXP 10	MAXP 10
SDNB NO	SDNB NO	SDNB NO
BSCW NO	BSCW NO	BSCW NO
ISAP NO	ISAP NO	ISAP NO
AACQ NO	AACQ NO	AACQ NO
RGAI NO	RGAI NO	RGAI NO
ACAA NO	ACAA NO	ACAA NO
FRRT 81	FRRT 81	FRRT 81
FRT  6	FRT  6	FRT  6
SRRT 82	SRRT 82	SRRT 82
SRT  30	SRT  30	SRT  30
NRRT	NRRT	NRRT
FROA NO	FROA NO	FROA NO
NCFW 7601	NCFW 7603	NCFW 7605
FNCF NO	FNCF NO	FNCF NO
FORC NO	FORC NO	FORC NO
RTQT 4	RTQT 4	RTQT 4
RTQO NRD	RTQO MSB	RTQO MSB
SPCP NO	SPCP NO	SPCP NO
OBTN NO	OBTN NO	OBTN NO
RAO  NO	RAO  NO	RAO  NO
CWTH 1	CWTH 1	CWTH 1
NCWL NO	NCWL NO	NCWL NO
BYTH 0	BYTH 0	BYTH 0
OVTH 2047	OVTH 2047	OVTH 2047
TOFT NONE	TOFT NONE	TOFT NONE
HPQ  NO	HPQ  NO	HPQ  NO
OCN  NO	OCN  NO	OCN  NO
OVDN	OVDN	OVDN
IFDN	IFDN	IFDN
OVBU LNK LNK LNK LNK	OVBU LNK LNK LNK LNK	OVBU LNK LNK LNK LNK
EMRT	EMRT	EMRT
MURT 40	MURT 40	MURT 40
RTPC NO	RTPC NO	RTPC NO
STIO	STIO	STIO
TSFT 20	TSFT 20	TSFT 20
HOML NO	HOML NO	HOML NO
RDNA NO	RDNA NO	RDNA NO
DAL  NO	DAL  NO	DAL  NO
RPRT YES	RPRT NO	RPRT YES
RAGT 4	RAGT 4	RAGT 4
DURT 30	DURT 30	DURT 30
RSND 4	RSND 4	RSND 4
FCTH 20	FCTH 20	FCTH 20
CRQS 100	CRQS 100	CRQS 100
IVR  NO	IVR  NO	IVR  NO

 

[johnpoole]

so your getting reports on the 1st and 3rd acd group.. when you get procomm couple of things i can help with. one is a short script that runs 7/24, when it sees a report start it captures it.. then you can go to paths, and make the default path for .cap files a share drive.. then anyone with access to that drive can see the reports, hot off the press.. i've used short haul modems to thermal printers, ftp.. and a few other work arounds while ava tech caught up. now a share drive seems to be the cleanest solution.. are you printing to a file now? i haven't been without procomm since it came out as freeware.. i can't even think of a program that will do capture txt from a serial port.. does "dyperterm" offer that?



john poole
bellsouth business
columbia,sc

 

[johnpoole]

just a note, not another book.. i've been doing this since before a lot of people here were born.. i've got grand children in the business.. installed my 1st station in the last 60's and saw my 1st northern in 78.. i enjoy helping, either new telcom or a lot of data people getting "stuck" with voice.. heck it's just 2 wires.. and symposium and aspect scripts and unix command line and a small server farm and voip and qsig and itg

john poole
bellsouth business
columbia,sc

 

[elypu]

It is one of the reasons I like this forum, people like you and other members with a great deal of experience and knowledge that are willing to share with others. Thank you all guys for your posts.

Going back to my subject: yes, only two of those three ACDs are set up to print reports now. I will change that. Out of a total of 25 ACDs we need reports only for these three, so I will turn all the others off.
Hyperterminal has also the capture feature. I am not sure if it has a scripting language. I have a copy of
Procomm that I experiment with now, but it is not licensed to us. I want to buy one for our use.

I intend to create a shared folder on the computer that is connected with the PBX and make that folder available to the managers that need to analyse the reports. Currently the schedule looks like this:

REQ prt
TYPE scb
CUST 0

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 8
EHR 18
DOW 2 3 4 5 6
RFRQ 1
SFRQ 1
ROPT 1 2 3 4
PRIO 2
PAGE NO
AID YES
IDLB 0001
IDUB 9999
LOG 100
SRPT YES
TOT4 YES


It would be very helpful if you have a script example that I can start with.

Thank you.

 

[johnpoole]

i am not at work this month so my scripts are not on this box. but if you search here i have posted 100's of scripts.
best way to get started is do do a script record, then edit that.. for a capture scriprt use wait for "xxxxx" forever and the next line capture on.. the xxxxx will be =to the 1st word of your cap file.. capture off will key off of the end of file.. procomm will save that using date for a file name. your getting all the reports you can 5 days a week.

hyperterm does not script..and your right, just turn reprorts off that you do not need to see. for a quick list of acd groups use ld 23 lst acd..

your groups look good, i would turn off mwc

john poole
bellsouth business
columbia,sc

 

[elypu]

Thank you John.
I wish you a nice vacation.
I turned off all the reports except for the three ACDs that I am interested in. I did that remotetly. I will turn off
the MWC once I will go in the office. I want to be there
in case there are some complains.

I will see what I can do with the scripts. I am sure I will find plenty of posts on this subject.

Talk to you later.

All the best.