Monitoring M2250 operator in remote location 1

[coniglio]

anyway I can accommodate the below request besides running a traffic study?
"We are looking for an automated method by which we can monitor the performance of the M2250 switchboard operator at the White Plains Office." (quote from CEO)
I think they are concerned that she's not answering calls in a timely manner and she's spending too much time on personal calls. Thanks for your help.

 

[kcfonman]

Do you have OTM and is this site an Option 11? If so, and you PBX are connected to your Corp. IP, you can use DBA to download your traffic. Then you can run a daily report for the ATT console. It will show how many calls took inbound and how many calls made outbound. TFC002 is the individual console. Another report, TFC003 will show how many calls abadon.

You can also send you report to the history file and retrive the file daily and extract your data from there. You will need to make sure you history file is big enough and only run TFC003 and TFC004 for, one hour befor the start thier shift and one hour after the shift.

To check your history file, go to LD 22 and type;
>ld 22
PT2000

REQ prt
TYPE adan hst

ADAN HIST
SIZE 65000
USER MTC BUG

REQ
Your history should be at 65000. That is the max. You will need to add TRF to the user prompt

Here are the report layouts (Note the "-" was added to show breaks between fields);
Format
System ID TFC003
Customer number
Average speed of answer-Average attendant response
Calls delayed peg count-Average time in queue
Abandoned calls peg count-Average wait time of abandoned calls
Example:
200 TFC003
003
00107-00048
00289-00079
00015-00192

Format
System ID TFC004
Customer number
Attendant number
Peg count of internal calls handled by an attendant-Total time spent servicing internal requests
Peg count of external calls handled by an attendant-Total time spent servicing external requests
Total time a console is attended-Total time spent servicing calls
Number of times all attendant loops are busy
Total AAA attempt peg count-Successful AAA termination peg count
Example
200 TFC004
000
001 <-Console 1
00076-0000011
00167-0000017
000036-0000029
00000
00005-0000003
002 <-Console 2
00057-0000012
00066-0000021
000036-0000033
00000
00004-0000003

 

[coniglio]

Does your second suggestion also require OTM? I don't have OTM.

 

[kcfonman]

No. Just your history file. You print information in the history file in LD 22.

&quot;PRT&quot;
&quot;PHST&quot; =past history from the last time it was printed.
&quot;AHST&quot; = All history and reset the pointer to the last place the print out stopped.
&quot;HST&quot; =All data in the file and does not reset the last print pointer.
&quot;VHST&quot; = Shows current location and you can use the find command to find items like INI. &quot;FIND INI000&quot; or &quot;FIND BUG5001&quot;

 

[coniglio]

Dear kc, thank you, but this is greek to me. my SIZE is currently at 5000. I have no idea what you mean by add TRF to user prompt, nor do i have any idea how to interpret any of this data. And one little question. If each console has a number, how do I know what operator is physically answering what console? No need to explain all the other stuff, but if you could answer this that would be great.

 

[kcfonman]

Here is the command to change the size of the history file and add traffic (TRF) to it. (NOTE:The current history file will be wipped clean when you change the size. If you need the data, print it to a capture file and then change it.) The parameter for you to load are in brackets []

>[ld 17]
CFN000
MEM AVAIL: (U/P): 1153953 USED U P: 116848 105454 TOT: 1376255
DISK RECS AVAIL: 422
TMDI D-CHANNELS AVAIL: 61 USED: 3 TOT: 64
DCH AVAIL: 80 USED: 0 TOT: 80
AML AVAIL: 16 USED: 0 TOT: 16
REQ [chg]
TYPE [adan]
ADAN [chg hst]
SIZE [65000]
USER [trf]


The console number is foud by printing the ATT in load 20. Type &quot;PRT&quot; at REQ and at TYPE, put &quot;ATT&quot;. The console number is in the print out.

 

[coniglio]

i mean, how do i know which of three operators is sitting at which console? If I have Tom, Dick and Jane, how do i know whether Tom is answering console # 1, 2 or 3? same with Dick and Jane? I don't know if i'm going to do what you suggested above since i COMPLETELY don't understand it. I will see how my nerves feel tomorrow. thanks KC

 

[kcfonman]

Have the console you want to check call a number in the local PBX. It should show 0-1 for console 1.

 

[wdhb]

I think the only way to really achieve what you are after is to replace the ATTN Consol's with ACD. That way you can use Agent ID, real time stats etc.

 

[coniglio]

So besides doing a traffic study i am stuck, right? And I remember that when I worked at Nortel/Nynex/Wiltel/etc we had a separate dept just for analyzing traffic. so it must be pretty specialized and I dont' think i can learn how to do it in a day. But with this job you never know. Thanks.

 

[wdhb]

Yes, if you aren't in a position to replace the ATTN Consol's, you will need to use Traffic stats. They aren't that complicated, but you do need to set them up in LD2 then you have the issue with retieving them. kcfonman was informing you how you can store them in the M1 & manually retrieve them through a terminal such as PROCOMM. Other wise you would need to set up a TRF tty & buffer box, or if you had MAT/OTM you can use these apps to gather the info.

The ATTN consol's are really a variation of ACD, but you are limited on what stats you can gather.

 

[coniglio]

great. thanks.