iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
12
Traffic with [SPEED] button. If Supervisor uses 3-soft keyset, Delete menu will be
displayed at 3-soft menu.
− Average Call time means average conversation time.
− When supervisor check the Last Log On Time at ACD Group Call Traffic menu in WMS,
Log on date is able to be displayed.
2. ACD Group/Agent Call Traffic data are able to be displayed in WMS
3. Traffic data Print to TCP Port
- WMS> ACD Group Attribute > Traffic Data Print Usage : “Use”
- WMS> ACD Group Attribute > Traffic Data Print interval (sec): 10 ~ 2500 sec.
- The ACD Group traffic data will be periodically printed though TCP 9010 port.
- When WMS> ACD Group Attribute > Traffic Data Clear After Print is set to “USE”,
Traffic data will be deleted after transmitting.
Periodic Print ACD Group Call Traffic Format
~ 1 = 2 = 3 = 4 = 5 = 6 = 7 = 8 = 9 = 0 cr lf
Field(s) DESCRIPTION
~(tilt) Means start of ACD statistics and is always located at first column
=(equal) Delimiter between each meaningful data
1 ACD Group number
2 Total call counter
3 Unanswered call counter
4 All busy counter
5 Average ringing time (ex., 96=1 min 36 sec)
6 Average call service time (ex., 25=0 min 25 sec)
7 Total busy time (ex., 64=1 min 04 sec)
8 Number of current queued calls
9 Longest queued time
0 Average queued time
lf Line Feed (0x0A)
cr Carriage Return (0x0D)
Supervisor or Assistant Supervisors can print Group Call Traffic data through TCP port
manually.
1. Press {ACD Supervisor Traffic Info} feature code.
2. Choose Group Traffic data.
3. Press [HOLD/SAVE] button for printing data through TCP port.
Supervisor or Sub-Supervisor can print Agent Call Traffic data at Information-Print port.
1. Press {ACD Supervisor Traffic Info} feature code.
2. Choose Agent Traffic data.
3. Find desired Agent number with “*” or “#” button, Left/Right in Navigation Key.
4. Press [HOLD/SAVE] button for printing data through TCP port.
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