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OfficeServ DataView User Guide

1. Period erod v H Creation Date 10 01 2005 03 12 runk Overall Statistics time Total Fautt available Mex SC IS Fail Call Seize Call 9 Ava ee Call Traffic Line Line Line Une Gar Gai Cnt Cnt Time Time Time Time Ratio Ratio Erlang Sum cl 20 is og 180 o ao OO o of o o d g o 0 as is o Jd of of d dag oa d o 0 04 45 18 O d TT of o 0 05 45 18 o q a of of oF fF of of G9 of oO 0 Detailed 06 45 188 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Results 07 45 18 0 qq of TT d Oo 0 08 45 18 D d TT 0 09 45 18 o qq of TT TT 0 10 45 18 o qq of od g of oF of of oo 0 11 45 18 O qq of dd dg 0 Page Title The category of scheduled report will be printed at the top There are Daily Trunk Report Daily UCD Report Weekly Trunk Report Weekly UCD Report Monthly Trunk Report amd Monthly UCD Report Period It shows the time period that the statistical data collected SAMSUNG Electronics Co Ltd 171 Error Style not defined Creation Date It shows the time and date of the report created Item Title The title of the report will be printed Sum This section of the window displays the sum of each statistical item Detailed Results This section of the window displays detailed scheduled report data for the selected submenu 172 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide
2. Change Password Select Personalize gt Change Password and display the following window Put the password and click Save k Change Password Save Change Password seek te 46 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Miscellaneous You can configure DIDs and assign agent PIN names for your convenience These configurations do not affect the OfficeServ System Add Agent PIN Select Miscellaneous gt Add Agent PIN and display the following window Reset Number Agent PIN PIN Name 1004 Diana 2 14 15 Agent PIN value should be 4 digit long between 00009999 If an agent PIN already exists it won t be inserted Enter pairs of Agent PIN PIN Name and Click Add The PIN Name will be displayed next to the Agent PIN in agent related monitoring screens and reports PIN Name should be less than 12 characters SAMSUNG Electronics Co Ltd 47 Error Style not defined Modify Delete Agent PIN Select Miscellaneous gt Modify Delete Agent PIN and display the following window L Geet Solas Kiumtec Agent PIN PIN Name m 1 ioo pes E 2 1001 Boris ro a Dos Charles _ D 4 Do Diana Agent PIN value should be 4 digit long between 0000 9999 If you want modify an entry select the checkbox and edit the entry Then click Change If you want to delete so
3. Groups DIDs Attempts Answered Calls Time Time 2 4 1 ol 100 0 0 00 03 0 00 03 0 00 03 0 00 03 DID Detail d i Avg Call Avg Talk DID opze Qais RES ER EE Group Attempts Answered Calls Time Time A Inc 2 i 0 100 0 0 00 03 0 00 03 0 00 03 0 00 03 E Inc 2 o 0 H ol o o 0 Columns of the Total Summary table and Each Time table are described below Total Groups DID group count Total DIDs DID count DID Group DID group name DID s Number of DIDs in the group Call Attempts Seizure count Calls Answered Number of answers Abandoned Calls Number of abandoned calls Ans Ratio Ratio of answers Calls Answered Inbound Calls 100 Call Time Sum total of call duration Talk Time Sum total of talk duration Avg Call Time Average call duration Call Time Call Attempts Avg Talk Time Average talk duration Talk Time Calls Answered SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 i Detailed DID Statistics This menu allows you to verify the overall statistics on DID inbound calls and the statistics by DID Select the Detailed DID Statistics submenu of the Miscellaneous menu Select the target time period from the execution options and click Query Fi Detailed DID Statistics BR Start 13 1 2005 9 lag zl End 5 4 2005 mes 45 intervalfism gt p1p 2 Z Query Summary DID Call Attempts EE
4. 12 At the end of OfficeServ DataView setup you will be prompted to launch Scheduler Le 86 K i Would you like to run the Scheduler now ha Click Yes then it will lead you to connection parameter setup I i x You have to configure the connection options prior to starting the OfficeServ Dataview Do you want to configure now Yes No This message comes out when you run Scheduler with initial connection parameters Click Yes If you are not prepared to setup connection parameters click No Note that you cannot run the OfficeServ DataView property until you run Scheduler and set connection parameters Connection Options localhost E Name Address OfficeServ Link Connection IP Address 1 1 1 1 Port No 6000 6100 i DataView Listen Port Cancel Replace localhost with the IP address or NetBIOS name of the PC where OfficeServ DataView installed 12 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Enter the IP address and port number of the OfficeServ Link Click OK Then initial configuration is completed NOTE Troubleshooting a If OfficeServ DataView does not operate properly after OfficeServ DataView setup refer to CHAPTER 8 Troubleshooting SAMSUNG Electronics Co Ltd 13 OfficeServ DataView User Guide CHAPTER 3 OfficeServ DataView Menus This chapter describes the me
5. A Inc D 1 ol 100 0 0 00 03 0 00 03 9 00 03 0 00 03 SES Inc D al ol D ol al o 0 ane E Inc ol o ol ol ol o Di 0 pwee E Inc D a ol ol ol ol D ol Columns of the Total Summary table and Each Time table are described below Total DIDs DID count DID DID Digits Only those DIDs marked as Show in Configure DID will appear DID Name DID Name DID Group DID group assigned while Miscellaneous gt Configure DID Call Attempts Seizure count Calls Answered Number of answers Abandoned Calls Number of abandoned calls Ans Ratio Ratio of answers Calls Answered Inbound Calls 100 Call Time Sum total of call duration Talk Time Sum total of talk duration Avg Call Time Average call duration Call Time Call Attempts Avg Talk Time Average talk duration Talk Time Calls Answered SAMSUNG Electronics Co Ltd 137 Error Style not defined DID Statistics by DID Group This menu allows you to verify the overall statistics on DID Group inbound calls and the statistics by DID Group Select the DID Statistics by DID Group submenu of the Miscellaneous menu Select the target time period from the execution options and click Query Fi DID Statistics by DID Group Start8 13 2005 13 Sllog End 8 13 2005 5 14 foo Query Total Total Summary Avg Call Avg Talk Calls Abandoned Bio Gall time Talk Time
6. Log Records Operation Logs Exit Log Records Log Records allows you to select a type of the call log to be saved in the database If all types of logs are saved in the database log records will increase and bottleneck may occur while the database is operating To prevent OfficeServ DataView from being degraded due to bottlebeck limit number of logs to be saved Select Log Records Then the dialog box below will appear M Agent Log IV Feature Log Cancel Select the checkbox of a log to be saved and click OK SAMSUNG Electronics Co Ltd 29 Error Style not defined Operation Logs Operation Logs allows you to perform settings for saving operation logs of Data Manager Select Operation Logs The dialog box below will appear OfficeServ Dataview Data Managen Set options related to save operation logs Level IS Medium 7 Size 3 GB Count 5 Cancel Each field is described below Level Sets the detail level of a log to be saved There are five levels of None to Full Size Sets the size of an operation log to 1 MB to 100 MB Count Sets the number of operation logs to 1 to 100 30 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Starting OfficeServ DataView Follow the steps below to start OfficeServ DataView Select Start gt Programs P gt OfficeServ DataView gt Scheduler Then Once Scheduler
7. Call Back Call back Camp On Camp on DND Do Not Disturb Forward Forwarding Message Leaving messages OHVA Urgent alarm Programmed Message Programming messages 92 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Station Group Call Statistics This menu allows you to verify the overall statistics and the group based statistics on station inbound calls Select the Station Group Call Statistics submenu of the Station menu Select the target time period from the execution options and click Query Fi Station Group Call Statistics EUR Start 5 5 2005 il 30 End 2 4 2005 10 E 50 El Query Summary Ava Avg Lines Max All Calls Inbd Inbd Inbd Total Total Lines In Calls Errored No Inbd Inbd Inbd Inbd z Li Out of Avail Lines b e Lines Call In A e Call Talk Sen E SE Answer r e e roups ines Svc Vall Used rys n Busy alls Ans nswers ers Time Time ge K atio Ratio Time Time 40 32 0 32 4 3 3 0 0 3 o 0 0 00 12 0 00 03 0 00 04 0 00 01 100 0 100 0 Group Detail Avg Avg Max Max Al Calls Inbd Inbd Inbd Group Group Total Lines In Caller Errored No Inbd Inbd Inbd Inbd 5 Line Lines Lines In Call Talk Answer Number Name Lines Avail Trys In Calls nswers xfers _ 5 Call Talk Ratio Errors Used Busy Ans Time Time 3 Ratio Time Time sooo of aj af of of o o o o o o o o o o o 5000 NORMALG 2 0 2
8. Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines Max Lines Used Maximum number of lines used Outbd Attempts Number of seizure attempts of outbound calls Outbd Calls Number of successful seizures of outbound calls Outbd Errors Number of outbound calls failed Outbd Answers Number of successful outbound calls Outbd Call Time Seizure duration of outbound calls Outbd Talk Time SAMSUNG Electronics Co Ltd Outbound call duration 63 Error Style not defined 64 Avg Out Call Time Average seizure duration of outbound calls Outbound Call Time Outbound Calls Avg Out Talk Time Average outbound call duration Outbound Talk Time Outbound Calls Outbd Call Ratio Seizure success ratio of outbound calls Outbound Calls Outbound Attempts 100 Outbd Ans Ratio Outbound call success ratio Outbound Calls Outbound Answers 100 Out Traffic Erlang Outbound call traffic Outbound Call Time Report Time Lines Used SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 i Trunk Call Time Statistics This menu allows you to verify the statistics on the
9. Start 4 1 2005 fal 9 zj 30 sl End 8 29 2005 10 30 z Interval 15M z Group 805 z Query Summary Av Ay Lines 4 Max Outbd Outbd 5 H Outbd outbd Group Total Lines s Outbd Outbd Outbd Outbd Out Out Outbd eiei of Avail Lines ap ts Calls LE A Call Talk Call hh Call Ans Traffi umber Lines Syo vail ced empts Calls Errors Answers Time a al Ratio Ratio raffie Time Time 805 32 H 32 o 0 o 0 o H a o o 0 0 H Time Detail Lines Max outbd outbd Dr V9 outa outbd Total Lines Outbd Outbd Outbd Outbd Out Out Outbd Time L Out of Avail Lines GEET E A Call Talk Eat qealk Call ns EE ines ewe vail Used empts Calls Errors Answers a al Ratio Ratio Traffic Time Time RE 40 0 40 D 0 0 0 D 0 0 D 0 0 D 0 16 30 16 45 40 o 40 o 0 o o o o o o o o o 0 17 00 40 n an o 0 0 o 0 o 0 o 0 0 o 0 4 S 17 15 40 0 40 D 0 0 D 0 0 0 D o 0 D 0 Columns of the Total Summary table and Each Time table are described below Group Number Group Number Time Time The first and last rows indicate detailed time Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines Max Lines Used Maximum number of lines used Outbd Attempts Number of seizure attempts of outbound calls Outbd C
10. CHAPTER 7 Troubleshooting This chapter provides information on problems that may occur during the installation and operation of OfficeServ DataView and describes proper actions against each problem ODBC Version Error Symptom An error message related to ODBC Open Database Connectivity appears on the window Cause In order to use the OfficeServ DataView program with MDB the version of Microsoft Access Driver mdb must be 4 0 or later Although the Microsoft Access Driver 4 0 for ODBC is automatically installed during the installation of OfficeServ DataView the driver may not have been automatically installed on certain types of PC Resolution Connect to the Microsoft site and download the latest version of Microsoft jet Driver Install the driver on the PC and restart the OfficeServ DataView program SAMSUNG Electronics Co Ltd 173 Error Style not defined cannot open the monitoring pages Symptom When you select any of the Monitoring pages you encounter error page with the following description Server object error ASP 0178 80070005 Server CreateObject Access Error The call to Server CreateObject failed while checking permissions Access is denied to this object Cause The authenticated user for the Visual Basic VB run time file Msvbvm60 dil does not have sufficient permissions The authenticated user is the IUSR_computername account when you use anonymous access or the user that
11. Number of queued calls Calls Answered Number of calls answered Calls to Group Number of Group Incoming calls Ans Calls to Grp Group Incoming answered count Group Call Ans Ratio SAMSUNG Electronics Co Ltd Response rate Number of calls answered Number of inbound calls 100 155 Error Style not defined UCD Group Login Status This menu allows you to monitor the overall agent status of UCD groups and the agent status of a UCD group Select the UCD Group Login Status submenu of the UCD menu Click Start from the execution options amp UCD Group Login Status ei Interval 10 sec Start Summary Total Groups Agents Logged In Logged Out Agents Busy Busy Ratio 3 ri 7 0 k 28 6 Group Detail Group Number Group Name Agents Logged In Logged Out Agents Busy Busy Ratio 5003 5 5 0 1 20 0 5004 1 1 0 D 0 0 5005 UCD 2 2 0 1 50 0 Values in the Total Summary table can be different from the values in the Group Detail table because an agent may belong to several groups at the same time Columns of the Total Summary table and the Each Group table are described below Total Groups Total number of groups Group Number Group Number Group Name Group Name Agents Number of agents Logged In Number of agents logged in Logged Out Number of agents logged out Agents Busy Number of busy agents Busy Ra
12. OfficeServ DataView User Guide 08 2005 eau ELECTRONICS COPYRIGHT This guide is proprietary to SAMSUNG Electronics Co Ltd and is protected by copyright No information contained herein may be copied translated transcribed or duplicated for any commercial purposes or disclosed to third parties in any form without the prior written consent of SAMSUNG Electronics Co Ltd TRADEMARKS OfficeServ is the trademark of SAMSUNG Electronics Co Ltd Product names mentioned in this document may be trademarks and or registered trademarks of their respective companies This guide should be read before the installation and operation and the operator should correctly install and operate the product by using this guide This guide may be changed for the system improvement standardization and other technical reasons without prior notice For further information on the updated guide or have a question for the content of guide contact the address or homepage below Address Document Center 2nd Floor IT Center Dong Suwon P O Box 105 416 Maetan 3dong Yeongtong gu Suwon si Gyeonggi do Korea 442 600 Homepage http www samsungdocs com 2004 SAMSUNG Electronics Co Ltd All rights reserved OfficeServ DataView User Guide INTRODUCTION Purpose This guide is the user s guide of OfficeServ DataView which provides data on monitoring and statistics for the OfficeServ system This guide pro
13. s aus TO ID out outs ans me Time Time Abd ene n 6 4 2 5 7 2 5 D 0 0 0 0 00 08 0 00 04 0 00 04 0 00 08 28 6 Group Detail A WI Over Forced Inbd Avg Avg Avg Group Group Max Agents Calls Calls Abd Over Talk 5 R Ans Piet N GE al A calis font flow Log Xfers Ti Talk Wait Time to Rati umber Name Agents 090 n ns ele eines Jas es Td tags ser Abd atio n 5005 UCD 2 2 0 z 2 5 0 0 0 0 0 00 08 0 00 04 0 00 04 0 00 08 28 6 5010 LOAN 2 2 0 0 0 0 0 0 0 0 D 0 0 D o 5011 CREDIT 4 4 0 0 0 0 0 0 0 0 D 0 0 0 o 5012 BANK 3 3 0 0 0 0 0 0 0 0 D 0 0 D D 5021 2 2 0 0 0 0 0 0 0 0 D 0 0 D D 5022 2 2 0 0 0 0 0 0 0 0 D 0 0 D D Columns of the Total Summary table and Each Time table are described below Total Groups Number of groups Group Number Group number Group Name Name of a station group Blank if not available Max Agents Number of agents Avg Agents Number of agents logged in Logged In Calls In Number of inbound calls Calls Ans Number of calls answered Abd Calls Number of abandoned calls Over flow In Number of overflow inbound calls Over flow Out Number of overflow outbound calls Forced Log Outs Number of forced logout cases Inbd Xfers Ans SAMSUNG Electronics Co Ltd Number of transferred inbound calls answered 103 Error Style not defined Talk Time Call duration Avg Talk Time Avera
14. 4352 E Mail Address shlee samsung com User Level Administrator Select Language Korean sl 36 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Each field is described below Item Description User Name Enter a user name You can enter up to 25 Korean characters or up to 50 alphabetic characters Login ID Enter a login ID You can enter up to 20 alphabetic characters or numbers The characters are case sensitive Login Password Enter a login password You can enter up to 20 alphabetic characters or numbers The characters are case sensitive Phone Enter the telephone number of a user You can enter up to 20 numbers This field is optional E Mail Address Enter the e mail address of a user You can enter up to 50 characters This field is optional User Level Select a user level The administrator can use all of the functions supported by OfficeServ DataView Regular users cannot use the User System Info and Scheduled Report submenus of the Configuration menu Select Select a language for the user The OfficeServ Dataview web pages Language will be displayed in the selected language when the user logs on Delete User Select Delete User Then the window that allows you to delete a user from the user list will appear as shown in the figure below 1 1 Delete Number Login ID UserName User Level Phone E Mail ai 1 admin Administrator Administr
15. Calls Inbd Calls Talk Sa Ans Name Plans Groups g Talk i x Talk In xfers Ans Time R Ratio In Xfers Ans Time 3 Ratio Time Time 2001 1 al 1 ol 0 0 0 0 0 0 0 D D o D ji 2001 WHRYU 1 l 0 Di 0 0 0 0 0 D D D o D 2002 1 1 o o o o o o o o o o ol o Columns of the Total Summary table and Each Time table are described below Total Ports Port number Port Port telephone number Port Name Name of a station Blank if not available Ring Plans Number of applied ring plans Total Groups Number of groups Inbound Internal Internal inbound Inbound External External inbound Calls In Number of inbound calls Inbd Xfers Number of transfer inbound calls Calls Ans Number of answers Talk Time Call duration Avg Talk Time Average call duration Talk Time Calls Answered Ans Ratio Answer ratio Calls Answered Inbound Calls 100 132 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Miscellaneous This menu allows you to verify the miscellaneous statistical data on the OfficeServ system VM AA Group Statistics This menu allows you to verify the overall statistics and the time based statistics on VM AA inbound calls Select the VM AA Group Statistics submenu of the Miscellaneous menu Select the target time period from the execution options and click Query EI M Aa Group Statistics B Start 3 1 2005 El 9 50 z End 5 4 2005 mes Zlla
16. OfficeServ DataView program folder Select the ScheduledReport folder and click the ae mouse button EX C Program Files Samsung Electronics OfficeSery Data iew Dataview Scher 1 File Edit View Favorites Tools Help e Back CH D Search aroe s Li Es x co S e Peo Folders x C2 mntTrk aj 1 mntucd dayTrunk asp dayTrunkLis 1 mntwBD H a ScheduledReport e ez SS P FS C Statmisc Explore A A A A Stato en Fee So Si dayUcdList monthTrun monthTrunk monthUcd a C2 StatTrk EJ StatUcd Sharing 2 Ve Scan virus 18 abject s Disk free space 2 Send To D m 664KB E My Computer Aa Cut Copy Create Shortcut Delete Rename Select Properties option Then you will get the Scheduled Report Properties window open 176 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 If the Read only attribute is set clear it f ScheduledReport Properties Select the Security tab ScheduledReport Properties ER Administrators VMW2KSE Administrators LP CREATOR OWNER Full Control Modify Read amp Execute List Folder Contents Read om00000 Add Internet Guest Account IUSR_computername and give Full Control to that account Click OK SAMSUNG Electronics Co Ltd 177 Error Style not defined Select Day Week
17. VM AA Group Error Statistics 135 HIR EE 137 DID Statistics by DID Group ss 138 Detailed DID Statistics esis tatin hilton first 139 CHAPTER 5 Monitoring 141 Monitoring Window Layout in iissnssnnnnnnnnsnnnenennnnnensnnneennee 141 Selecting a Monitoring Item 143 Monitoring Item in issnsrsnrneresnnnnennsnnnnenennnnnnnsnnnnnesnnnnenennnnennen 143 Additional Menus in issnnirnnnnnnnennnnnnnennnnnnenennnnennsnnnennnnnnnee 144 New le dent in mammaire a Mn monta ei es ees 144 Trunk Monitoring ssssisnennnnnnnnnnnennnnennnnnennsnnnennnnes 145 lf Ee e RTE EE 145 Vil TABLE OF CONTENTS Trunk Port Status by Group sise 146 TRUNK Port StatuSs 2626 ri him nash telnet de 148 Trunk Port Status by Call Time 149 Station Monitoring cise ccc ceescesceccedsdiessectectecesseennie cosewe ns t nectar restent einen en dtietnineedanten 150 Elei 150 Station Port Status by Group is 152 Station Port Status EE 153 Station Port Status by Call Time 154 UCD Monitoring BE 155 iepel e ARTE TEE 155 UCD Group Login Status 35 NE in te Me tit deeg 156 UCD Agent Status EE 157 UCD Overall e Ei 159 Miscellaneous is nnrrrsnnnenennnnennsnnnnnnennnnnnnsnnnenennnnnenennneennneneenenne 161 Operator Group RE EEN 161 VM AA Group Status ue EES la tidied E aE uen een 162 VM AA Group Port Status sise 164 Wall bar WE 165 Overall BE LE E 165 Funk Data Nee le EE 166 UCD Data DY GOU Pisier met em tienne dn ett bene ete 166 UGD Group Wallb
18. 0 a 0 0 0 0 0 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Inbound Internal Internal inbound Inbound External External inbound In Trys Number of inbound requests Calls In Number of successful inbound calls Calls Ans Number of calls answered X fers Out Number of transfers Call Time Seizure duration Talk Time Call duration Avg Talk Time Average call duration Talk Time Calls Answered Inbd Ratio Inbound success ratio Inbound Attempts Inbound Calls 100 Ans Ratio Answer ratio Calls Answered Inbound Calls 100 SAMSUNG Electronics Co Ltd 87 Error Style not defined Outbound Station Call Breakdown 88 This menu allows you to verify the overall statistics and the time based statistics on station outbound calls in detail Select the Outbound Station Call Breakdown submenu of the Station menu Select the target time period from the execution options and click Query Fi Outbound Station Call Breakdown B K Start 5 8 2005 9 2502 End 2 4 2005 E 20 250 Interval fism E Query Summary Outbound Internal Outbound External Av av Out X av av Out S ans Out out Call Talk 9 799 Call Talk Call 3 fers _ 3 Call Talk Call S S Ratio Trys Calls Time Time S r Time Time Rati
19. 2 5 0 0 D 0 0 00 08 0 00 04 0 00 04 0 00 08 28 6 Columns of the Total Summary table and Each Time table are described below Group Number Group number Group Name Name of a station group Blank if not available Time Time The first and last rows indicate detailed time Max Agents Number of agents Avg Agents Number of agents logged in Logged In Calls In Number of inbound calls Calls Ans Number of calls answered Abd Calls Number of abandoned calls Over flow In Number of overflow inbound calls Over flow Out Number of overflow outbound calls Forced Log Outs Number of forced logout cases Inbd Xfer Ans Number of transferred inbound calls answered Talk Time SAMSUNG Electronics Co Ltd Call duration 105 Error Style not defined Group Number Group number Avg Talk Time Average call duration Talk Time Calls Answered Transfers Answered Avg Wait Time Average waiting duration Answered Wait Time Calls Answered Avg Time to Abd Average waiting duration of abandoned calls Abandoned Wait Time Abandoned Calls Ans Ratio Answer ratio Calls Answered Inbound Calls 100 106 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Agent Statistics Summary This menu allows you to verify the overall agent statistics and the time based statistics on UCD inbound calls Select the UCD Agent Statistics Sum
20. 2034 Digital Station Normal Idle 0 Columns of the Total Summary table and the Each Group table are described below Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of lines available Agents Busy Number of busy lines In Trys Inbound seize count Out Trys Outbound seize count Busy Ratio Line usage Number of busy lines Number of lines available 100 Calls to Group Number of Group Incoming calls Number Record Number Port Port Number Port Type Port type Port Status Port status Call Status Call status Duration Duration Phone Number Telephone number of the opposite party 152 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Station Port Status This menu allows you to monitor the station port status for a selected scope Select the Station Port Status submenu of the Station menu Enter the range of station ports in the execution options and click Start If you mark the Show Plug Out check box it will show plugged out trunk ports in the selected scope amp station Port Status Ss T Show Plug Out Port 2000 3000 Interval Jo sec z Start Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 1 2001 Analog Station Normal Idle D 2 2002 Analog Station Normal Idle D 3 2003 Analog Station Nor
21. 20s Number of waiting cases whose duration is less than or equal to 20 seconds lt 40s Number of waiting cases whose duration is less than or equal to 40 seconds lt 60s Number of waiting cases whose duration is less than or equal to 60 seconds lt 80s Number of waiting cases whose duration is less than or equal to 80 seconds lt 100s Number of waiting cases whose duration is less than or equal to 100 seconds SAMSUNG Electronics Co Ltd 119 Error Style not defined lt 120 s Number of waiting cases whose duration is less than or equal to 120 seconds gt 120s Number of waiting cases whose duration is greater than 120 seconds Total Calls Total number of waiting cases Avg Wait Time Average waiting duration Answered Wait Time Calls Answered Avg Time to Abd Average abandon duration Abandoned Wait Time Abandoned Calls Max Wait Time 120 Maximum waiting duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Group Abandoned Call List This menu allows you to verify the list of abandoned calls of a UCD group Select the UCD Group Abandoned Call List submenu of the UCD menu Select the target time period and UCD group from the execution options and click Query Fi UCD Group Abandoned Call List B N Start 6 1 2005 El 9 z 30 sl End 9 4 2005 13 45 z Group 5005 z o Query Summary
22. Call Statistics This menu allows you to verify the overall statistics and the time based statistics on inbound operator calls Select the Operator Group Call Statistics submenu of the Operator menu Set the options in the execution options and click Query Fi Operator Group Call Statistics G X Start 5 1 2005 9 ll zl End 2 4 2005 132 f45 zl intervalf15m E Query Summary Lines Avg Avg Al Calls Inbd Inbd Inbd Ring Total Total Out Lines In Caller Errored No Inbd Inbd Inbd Inbd Rows G o In Call Talk Answer Plans Groups Unes of Avail Trys In Calls Answers xfers _ Call Talk Ratio Busy Ans Time Time R Ratio Svc Time Time 25 1 1 2 0 2 1 1 ol 0 d 00 00 02 0 0 00 02 0 100 0 0 0 Time Detail f IG All Calls ot a GRE JE Inbd s Ring Group Total Out Lines In Calls Errored No Inbd Inbd Inbd Inbd Time A S Call Talk Answer Plan Number Unes of Avail Trys In Calls Answers Xfers _ Call Talk Ratio z Busy Ans Time Time 2 Ratio Sve Time Time Sie Sonn 2 o d o o o o o o o d o o o a 16 30 16 45 sooo 2 o d o o o o o o 0 o o o o 0 17 00 5000 2 o 2 D o o o o o of ol o o 0 0 17 15 1 5000 2 0 2 1 1 0 0 1 0 0 00 02 00 00 02 0 100 0 0 0 Columns of the Total Summary table and Each Time table are described below Total number of records Rows Ring Plans Number of applied ring plans Total
23. Co Ltd OfficeServ DataView User Guide Ed 003 Ans Ratio SAMSUNG Electronics Co Ltd Answer ratio Total Calls Calls Answered 100 89 Error Style not defined Outbound Station Call Error Statistics This menu allows you to verify the overall statistics and the time based statistics on failed station outbound calls Select the Outbound Station Call Error Statistics submenu of the Station menu Select the target time period from the execution options and click Query M Outbound Station Call Error Statistics Start 5 8 2005 9 E 20 zl End 3 4 2005 10 50 zl Interval fism E Query Summary 2 ane Outbd ie No Such Limited Trunk Station Station Ee RUNOA Device Group wen GE Cl Errors EE La Class Busy Busy DND 2 SE Mismatch Busy eent Ratio Exist 22 83 8 9 6 4 D 0 0 D 0 0 0 4 D Time Detail ri ET Outbd gees No Such Limited Trunk Station Station SE PICTOU Device Group ly k ms URS Errors mrar La Class Busy Busy DND 2 DE Mismatch Busy Ween Ratio Exist 5 9 0 0 D 0 D 0 0 D 0 0 0 0 D 16 30 16 45 0 0 0 Oo 0 a D o 0 Oo 0 0 0 17 00 in 0 0 0 0 a 0 D 0 0 0 0 0 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Out Trys Number of outbound attempts Outbd Errors Number of outbound failures
24. Columns of the Total Summary table and the Each Group table are described below Ring Plan Ring Plan Number Group Operator Group Number Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of lines available Inbd Answers Number of inbound calls Calls In Queue Number of queued calls Calls Answered Number of calls answered Ans Ratio Response rate Number of calls answered Number of inbound calls 100 Calls to Group Number of Group Incoming calls Number Record Number Port SAMSUNG Electronics Co Ltd Port Number 161 Error Style not defined Port Type Port type Port Status Port status Call Status Call status Duration Duration Phone Number Telephone number of the opposite party VM AA Group Status This menu allows you to monitor an VM AA Group status Select the VM AA Group Status submenu of the Miscellaneous menu Click Start from the execution options El yM AA Group Status Interval 10 sec Start Summary Li Out of o Calls In Calls o Calls to Total Groups Total Lines neS SUE O Lines Avail Inbd Answers Ans Ratio Sve Queue Answered Group o 0 0 o o o o o 0 Group Detail 5 Li Out of A Calls In Calls o Calls to SR Total Lines Ines USS Lines Avail Inbd Answers su Ans Ratio Number Sve Queue Answered Group 0 H 0 0 0 0 H 0 Values
25. Enter the appropriate values and click OK SR UCD Group Tel No 5021 Cancel Ze CHECK wallboard exe Options The Server IP Hostname and UCD GrouptTel No will be stored once you enter those values Next time you run wallboard exe it will show the stored values If you want to change the saved value enter new values and click OK Otherwise just click OK SAMSUNG Electronics Co Ltd 167 Error Style not defined 5 Then the Wallboard will open on the screen S ven uco 3 S HCH Busy UCD Inbd Aen calle UCD Calls 1S Group pee Bee ed Agents l Le sto Longest Longest Ratio Answers In Queue Answered N Call Ans Ke Q Er 7 Gut Busy 6 Group arp Ratio 3 Talk Time Wait Time uco Agents Logged In 168 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 This page is intentionally left blank SAMSUNG Electronics Co Ltd 169 OfficeServ DataView User Guide CHAPTER 6 Scheduled Report This chapter describes the scheduled report function of the OfficeServ DataView Web site Scheduled reports include trunk reports and UCD reports designated by a user Refer to Chapter 4 Statistics for descriptions report items Scheduled Report Window Layout The general layout of a scheduled report window is shown below Item Title Page Title Creation Date Daily Trunk Report
26. Layouts e EE aandie Eege ge ueCg 51 Selecting a Statistics Item ss sssssssnsesnrennensnenense 53 Statistics Item nn re en ire nn renier tite restes 54 Additional EU 55 Print see eat tn nn EAN EO er ren man mime E 55 ExXport 10 EXCel i 3 Mitte st ceeded An a A es Ant Le 56 Execution Option Setup eisereen aeaeaei Segen 58 Dnia EE e E A dE EEN CECR ve 59 Trunk Call Statistics seit EEN ANERE e ie ace en eee 59 Inbound Trunk Call Statistics 61 Outbound Trunk Call Statistics 63 Trunk Call Time E Ee 65 Inbound Trunk Call Time Statistics 0nnoeeneaeeneneeen ee eeer teet tretttnnettnnnrtnneeeennntnnnnne ennet 67 Outbound Trunk Call Time Statistics cccccccceceeseceeeeeeeeeeseeeeeseneeeeeesaeeeessneeeeseneeeess 69 Inbound Trunk Call Error Statistics ccccccceessscceceeeeeeeeeeeeeeseecesseeeeeessneeesscseeeesnaees 71 Outbound Trunk Call Error Statistics 73 Trunk Group Call Statistics ciinei eei e eiriaa 74 Outbound Trunk Call Statistics by Group 76 Trunk Ponti Statistics a em tt nt e a a pa n ie 78 Trunk Abandoned Call Lists a es nn aie 80 Uer 81 Station Call Statistics non bites RENE ege dE aie tee 81 Inbound Station Call Statistics 83 Outbound Station Call Statistics 85 Inbound Station Call Breakdown Statistics 87 Outbound Station Call Breakdown Statistics AA 88 Outbound Station Call Error Statistics 90 Station Feature Code Usage Statistics 92 Station Group UE E EE 93 Inbound
27. Month folders and schedule ini file in the ScheduledReport folder and right click the mouse button Gitta Ll el dayTrunk asp a dayTrunkList asp a dayUcd asp ScheduledReport S dayUcdList asp e monthTrunk asp 4 items selected Total File Size 1 68 KB Month Day Week schedule ini Select Properties option Confirm that the Read only attribute is not set schedule ini Properties 178 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 cannot add delete modify accounts This case is only applicable to the OfficeServ DataView with MDB Symptom When you try to add delete or modify user accounts you encounter error page with the following description Microsoft JET Database Engine 0x80004005 Operation must use an updateable query filename line number Cause The IUSR_computername account does not have sufficient permissions to access MDB file Resolution Run the Windows Explorer and select the DB folder under the OfficeServ Dataview program folder Click the right mouse button EX C Program Files Samsung Electronics OfficeSery Dataview DB File Edt View Favorites Tools Help Back 2 search Pyrolders lt Bristory US GE el Ed Folders Samsung Electronics B OfficeServ Dataview OfficeServC OfficeServLl OfficeServL OfficeServS E Dataview ay t H E Loc Explore A B Cami pen a E sQ Se
28. Outbd Error Ratio Outbound failure ratio Outbound Errors Outbound Attempts 100 No Such Inexistent phone number Limited Class Limited class Trunk Busy Trunk is busy StationBusy Station is busy Station DND Station DND Does Not Exist No more stations Plug Out Unplugged Device Mismatch Device is invalid Group Busy Group is busy 90 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Unknown Unknown SAMSUNG Electronics Co Ltd 91 Error Style not defined Station Feature Code Usage Statistics This menu allows you to verify the overall statistics and the time based statistics on station features Select the Station Feature Code Usage Statistics submenu of the Station menu Select the target time period from the execution options and click Query Fi Station Feature Code Usage Statistics BR Start 5 8 2005 9 Elfo End4 2005 0 20 lag zl imtervatfism E ver Summary Rows Call Back Camp On DND Forward Message OHVA rimm Message 22 o o o o ol o o Time Detail Time Call Back Camp On DND Forward Message OHVA dep 5 9 16 30 o 0 o o H 0 0 16 45 o o o 0 D o o 17 00 D 0 0 0 ol ol 0 17 15 o o o o o o o Columns of the Total Summary table and Each Time table are described below am Rows Total number of records Time Time The first and last rows indicate detailed time
29. Station Call Statistics by Group 95 Inbd Station Call Breakdown by Group 97 Station Pont Statistics san le nee hates cies eene 99 VI SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 SAMSUNG Electronics Co Ltd UCD EE 101 UGDiGall Statistics e stie EEN 101 leie Eeer RE 103 UCD Call Statistics by GroUpi i ican ec ennemies 105 UCD Agent Statistics Summary ccceeeeeceteeeeeeeeeeeeeeeeeeeeeeeeeesaeeeeeeetaeeteeeessaeeneaeene 107 UCD Group Statistics Summary ss 108 UCD Agent Statistics by Group ss 109 UCD Agent Counts Detailed Statistics A 111 UCD Agent Times Detailed Statistics 113 UCD Gall Time Statistios s tests cet poked eerie ik taal dt etd edt 115 UCD Group Call Time Gtattsttce vaii krisen eeoa aner aiaiai a rena aa ai 116 UCD Wait Time Statistics 117 UCD Group Wait Time Statistics 119 UCD Group Abandoned Call List 121 Operator Statisties esise meanensnnnennnnmnsene ann cennenenge men smnenn emo tentes randos 123 Operator Group Call Statistics ss 123 Operator Group Call Breakdown cceecceecceeeeeeeeeeeeeeeeeeneeeeeeeesaeeeeeeesieeeeeeeesieeeeeees 125 Operator Call Time StatistiCs AAA 127 Operator Call Time Stats by Ring Plan 129 Operator Port Call Statistics 130 Operator Port Call Breakdown ss 132 MiSCellaAM OUS ccccsecseressccereescneesensenensnseccesensceseuseneesesenneesaseneesenseneseesenseseseccessuneneesense 133 VM AA Group KE Ee 133
30. Talk Call SET Call Ans ines zue vail rys Errors alls oo nswers Xfers Time Time ca ral Ratio Ratio Time Time 5 9 198 172 26 0 0 0 0 o o 0 D 0 0 D D 16 30 ji T T T T T ji 16 45 198 172 26 0 0 0 0 0 D 0 0 D 0 D o L L L 4 i i 1 L i a 4 4 L 17 00 198 172 26 0 0 0 0 D D 0 0 0 o 0 0 17 15 198 172 26 9 o 9 o 7 0 0 00 37 0 00 12 0 00 04 0 00 02 100 0 77 8 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines Out Trys Number of attempts of outbound calls Outbd Errors Number of outbound calls failed Out Calls Number of successful outbound calls Off Hook Number of hook off cases Outbd Answers Number of outbound calls Outbd Xfers Number of outbound transfers Outbd Call Time Number of seizure duration of outbound calls Outbd Talk Time SAMSUNG Electronics Co Ltd Outbound call duration 85 Error Style not defined Avg Out Call Time Average seizure duration of outbound calls Outbound Call Time Outbound Calls Avg Out Talk Time Average outbound call duration Outbound Talk Time Outbound Calls Out Call Ratio Outbound success ratio Outbound Calls Ou
31. Time Detail i Total _ Calls Login Idle Ring Ibd Hold Wrapup Consult soia SA UE Time Calls In p i Talk Pre A Call Talk Call Groups Ans Time Time Time S Time Time Time S amp Time Time Time Time RE 1 D D 1 00 00 1 00 00 D 0 0 Di 0 8 0j 0 10 00 11 00 1 0 o 1 00 00 1 00 00 0 0 D 0 0 0 0 0 12 00 1 0 0 1 00 00 1 00 00 o RH o o o H o H 13 00 1 o o 1 00 00 1 00 00 0 0 ol 0 0 0 0 0 14 00 1 o O 1 00 00 1 00 00 H o ol ol H a 0 0 15 00 1 o 0 1 00 00 1 00 00 o o ol o o 0 0 o 16 00 1 o O 1 00 00 1 00 00 0 H o ol o H ol H 17 00 1 o 0 1 00 00 1 00 00 o 0 ol 0 0 0 0 f Columns of the Total Summary table and Each Time table are described below Agent NO Agent Number Agent Name Name of an agent If an agent PIN is in use then it will be agent PIN name assigned in Add Agent PIN configuration page If PIN is no in use it would be the station name Blank if name is not configured Agent PIN PIN used when log on Total Groups Number of groups Calls In Number of inbound calls Calls Ans Number of calls answered Login Time Login time Idle Time Idle duration SAMSUNG Electronics Co Ltd 113 Error Style not defined 114 Ring Time Duration between a call starts ringing and it is answered on agent device Inbd Talk Time Talk duration Hold Time Duration of put calls on hold Wrapup Time Duration of work after call Consul
32. abandoned Ans Ratio Call Time Talk Time SA al e IER Answered Calls Time Time mn o 0 0 0 o 0 o o Time Detail Time Call Attempts Selle ooch Ans Ratio Call Time Talk Time axe gal ae VE Answered Calls Time Time 5 9 16 30 o 0 0 0 0 0 ol o 16145 o 0 0 0 0 0 0 o 17 00 ol o o o o o 0 o 17 15 d o o o 0 0 0 o 17 30 o o o 0 o 0 0 o 17 45 0 0 0 0 0 0 o o 18 00 ol 0 0 0 o 0 o 0 Columns of the Total Summary table and Each Time table are described below DID DID Number Time Time The first and last rows display detailed time Call Attempts Seizure count Call Answered Number of answers Abandoned Calls Number of abandoned calls Ans Ratio Ratio of answers Calls Answered Inbound Calls 100 Call Time Trunk seizure duration Talk Time Call duration Avg Call Time Average trunk seizure duration Call Time Call Attempts Avg Talk Time Average call duration Talk Time Calls Answered SAMSUNG Electronics Co Ltd 139 Error Style not defined This page is intentionally left blank 140 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide CHAPTER 5 Monitoring This chapter describes the monitoring function of the OfficeServ DataView Web page Monitoring Window Layout You can use the monitoring function after connecting and logging in to the OfficeServ DataView homepage The general layout of a monitor
33. distribution of trunk calls based on call duration and time zone Select the Trunk Call Time Statistics submenu of the Trunk menu Select the target time period from the execution options and click Query Fi Trunk Call Time Statistics Start 4 1 2005 9 50 z End 6 29 2005 Dia 30 z Interval i5M Query Summary Rows lt 30s lt 60s lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m 23 0 0 4 Total Max Call Calls Time D D D 0 o 0 o o 0 o ol Time Detail Time lt 30s lt 60s lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m Total Max Call Calls Time 5 9 16 30 0 0 ol W D D D D d D D D 0 16 45 o D ol 0 D 0 D D al ol ol ol 0 17 00 0 0 D 0 ol D D D ol ol D D o 17 15 0 0 0 0 D D D D D D D D 0 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time lt 30s Number of calls whose duration is less than or equal to 30 seconds lt 60s Number of calls whose duration is less than or equal to 60 seconds lt 90s Number of calls whose duration is less than or equal to 90 seconds lt 2m Number of calls whose duration is less than or equal to 2 minutes lt 3m Number of calls w
34. gt 120s Calls to Abd Time 2 4 1 ol ol o o o 0 5 0 00 08 0 00 10 Time Detail Total Avg Time Max Wait Time lt 10s lt 20s lt 40s lt 60s lt 80s lt 100s lt 120s gt 120s oa Edel Calls to Abd Time 9 4 13 30 o o o o o o o o o o o l 13 45 4 1 0 o o o o 0 5 0 00 08 0 00 10 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time lt 10s Number of waiting cases whose duration is less than or equal to 10 seconds lt 20s Number of waiting cases whose duration is less than or equal to 20 seconds lt 40s Number of waiting cases whose duration is less than or equal to 40 seconds lt 60s Number of waiting cases whose duration is less than or equal to 60 seconds lt 80s Number of waiting cases whose duration is less than or equal to 80 seconds lt 100s Number of waiting cases whose duration is less than or equal to 100 seconds lt 120s Number of waiting cases whose duration is less than or equal to SAMSUNG Electronics Co Ltd 120 seconds 117 Error Style not defined 118 gt 120s Number of waiting cases whose duration is greater than 120 seconds Total Calls Total number of waiting cases Avg Wait Time Average waiting duration Answered Wait Time Calls Answered Avg Time to Abd Average abandon duration Aband
35. in the Total Summary table can be different from the values in the Group Detail table because a line may belong to several groups at the same time Columns of the Total Summary table and the Each Group table are described below Total Groups Total number of groups Group Number Group Number Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of lines available Inbd Answers Number of inbound calls Calls In Queue Number of queued calls Calls Answered Number of calls answered Ans Ratio 162 Response rate Number of calls answered Number of inbound calls 100 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Calls to Group Number of Group Incoming calls SAMSUNG Electronics Co Ltd 163 Error Style not defined VM AA Group Port Status This menu allows you to monitor an VM AA group port status Select the VM AA Group Port Status submenu of the Miscellaneous menu Select a group from the execution options and click Start ES yM AA Group Port Status Interval 10 sec Group z Start Summary S Lines Out of e Total Lines E Lines Avail Inbd Answers Calls In Queue Calls Answered Ans Ratio Calls to Group ve o o o o o o 0 o Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 0 Columns
36. is authenticated with the Web page Resolution Click Start button and select Programs gt Administrative Tools gt Internet Service Manager Collapse Default Web Site folder and select DataView web application Right click the mouse button and select Properties option Internet Information Services f J oj xj Action View e gt mxs nB EX Siren Tre here n E CfgPersonal H images Explore CfgSchedule a priva OPen CfgSys GEI _vti_cr _ Browse LAN CfgUser Ge to New a vip aa tacks GI vtise H vtitx Wem ES Oper property sheet Rename Refresh Export List Help Then you will get the DataView Properties dialog open 174 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Set the Application Permission option as Low IIS Process Click OK SAMSUNG Electronics Co Ltd 175 Error Style not defined I cannot save the Scheduled Report options Symptom When you select any of Set Daily Weekly Monthly Report pages set options and click the Save button you will see the options are reset to the defaults Cause The IUSR_computername account does not have sufficient permissions to access configuration file Or the configuration file is set read only when it is copied to the DataView server computer Resolution Run the Windows Explorer and collapse the DataView folder under the
37. logged in Logged In Calls In Number of inbound calls Calls Ans Number of calls answered Abd Calls Number of abandoned calls Over flow In Number of overflow inbound calls Over flow Out Number of overflow outbound calls SAMSUNG Electronics Co Ltd 101 Error Style not defined Forced Log Outs Number of forced logout cases Inbd Xfers Ans Number of transferred inbound calls answered Talk Time Call duration Avg Talk Time Average call duration Talk Time Calls Answered Transfers Answered Avg Wait Time Average waiting duration Answered Wait Time Calls Answered Avg Time to Abd Average waiting duration of abandoned calls Abandoned Wait Time Abandoned Calls Ans Ratio 102 Answer ratio Calls Answered Inbound Calls 100 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Group Call Statistics This menu allows you to verify the overall statistics and the group based statistics on UCD inbound calls Select the UCD Group Call Statistics submenu of the UCD menu Select the target time period from the execution options and click Query Fi ucD Group Call Statistics BR Start 3 1 2005 fal 9 E s0 E End 974 2005 oasa uer Summary e r d A Total Max Calls Abd Over SPC EN ANR Talk Ke SE Asg Ans a GC S d Calls In rite init flow Log Xfers Ti Talk Wait Time to Rat AO CRE GONE
38. runs the window below will appear d Schedule Once Scheduler starts the Scheduler icon is displayed in the system tray If a server module of OfficeServ DataView does not start a icon FE A pink will be displayed SAMSUNG Electronics Co Ltd 31 Error Style not defined 3 Click Start All to start all server modules Or click each Start button to start each module one by one Neris Starting Each Module Data Collector downloads configuration data from the OfficeServ system when the module starts It is recommended that Data Manager should start after Data Collector starts Data Manager does not operate until Data Collector starts properly 4 Once each module starts properly the Status icon Stop All and all of the Stop buttons are enabled while Start All and all of the Start buttons are disabled RR OfficeServ Dataview xj Eile Option Help Data Collector SCH Data Manager Add ta stan PI F System Tray Stop ajnpayas Start All Stop All IS Reset Once all of the server modules operate properly the sen displayed in the system tray is changed to the normal operation icon Z yellow If all of the server modules operate properly open the home page of OfficeServ DataView to view data on monitoring and statistics 32 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Main Window Run Interne
39. submenu Then the dialog box below will appear Database Options SQLOLEDB 1 x Data Source User ID ke Password Password Confirm 7 Threshold MB 2546 Cancel 22 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Each field is described below Data Source Enter the name or IP address of SQL Server User ID Enter the user ID for connection Password Password Enter password of the user ID entered in User ID Confirm Enter the password once again for confirmation Threshold MB Enter the threshold value of database file size MDB Select MDB from the Database submenu Then the dialog box below will appear Database Options MDB Path D DataView DE Threshold MB 2048 OK Cancel Each field is described below Path Select a folder where a MDB file for OfficeServ DataView will be located Threshold MB Enter the threshold value of database file size Data of more than 2 GB cannot be saved in MDB If the file size exceeds 2 GB an error will occur and data will not be saved Set the threshold value to less than 2 GB 2 048 MB and check the data provided by the Database tab of Scheduler frequently to back up the database SAMSUNG Electronics Co Ltd 23 Error Style not defined 24 Log Records Log Records allows you to select a type of a call log to be saved in the database If you save all types of logs in t
40. 0 0 0 D 0 D D 0 0 D 16 30 16 45 0 0 0 0 D D 0 ol D 0 D D 17 00 0 0 D 0 0 D 0 o D 0 D D 17 15 0 0 D 0 D 0 0 o D 0 D D Column Rows Total number of records Time Time The first and last rows display detailed time Xfer Attempts Number of required transfer Xfer Errors Number of transfer failures Xfer Error Ratio Ratio of transfer Transfer Errors Transfer Attempts 100 Invalid Invalid number Busy Busy DND DND Does Not Exist Called Station is no more existed Plug Out Plug out Device Mismatch Device mismatch No Answer No answer Abandoned Abandoned SAMSUNG Electronics Co Ltd 135 Error Style not defined Other Others 136 SAMSUNG Electronics Co Lid OfficeServ DataView User Guide Ed 003 DID Statistics This menu allows you to verify the overall statistics on DID inbound calls and the statistics by DID Select the DID Statistics submenu of the Miscellaneous menu Select the target time period from the execution options and click Query Fi DID Statistics BOR start a 13 2005 13 a 00 End s415 2005 lala A query Summary Total DIDs SE Sur nu ns Ratio Call Time Talk Time E EE 4 1 1 a 100 0 0 00 03 0 00 03 0 00 03 0 00 03 DID Detail j DID DID DID Call Calls Abandoned Ans Call Talk lava Call Avg Talk Name Group Attempts Answered Calls Ratio Time Time Time Time nn
41. 001 8301 8302 8303 8304 8305 8306 8307 8308 8309 8310 8311 8312 8313 803 8314 8315 8316 8317 8318 8319 8320 8321 8322 8323 8324 8325 8326 8327 8326 8329 6330 8331 8332 8333 8334 6335 8336 8337 8338 6339 8340 8401 8402 8403 8404 6405 8406 8407 8408 8409 8410 8411 8412 8413 804 8414 8415 8416 8417 8418 8419 8420 8421 8422 8423 8424 8425 8426 8427 8428 8429 6430 8431 8432 8433 8434 6435 8436 8437 8438 6439 8440 8501 8502 8503 8504 8505 8506 8507 8508 6509 8510 8511 8512 6513 805 8514 8515 8516 8517 6518 8519 8520 8521 8522 8523 8524 8525 8526 8527 8528 8529 8530 8531 8532 8533 8534 6535 8536 8537 8538 6539 8540 Station Group Information This menu is used for displaying information on station groups Normal UCD Operator AA Voice Mail configured in the OfficeServ system Station Group Information Group Number Name Type Group Members 5000 Normal 2033 5001 Normal 3501 3502 3503 3504 3505 3506 3507 3508 3509 3510 SAMSUNG Electronics Co Ltd 41 Error Style not defined Report Scheduling This menu allows you to setup scheduled reports or delete unnecessary scheduled reports Scheduled Report Setup This menu is used for setting the period and items for the report Different options are provided for setting the period of a scheduled report dependi
42. 08 i 27 2 002 interest ven E Query The procedure for setting the execution options is as follows Start Date Click the calendar icon next to the start date edit box to display a calendar window shown below Select the start date from the window and double click it LE 2005 7 Sun Mon Tue Wed Thu Fri Sat 1 iz 3 4 5 6 7 8 9 a0 TL Te LE 14 LS te 17 18 19 20 B 23 24 25 26 27 2 9 30 ie Start Time Click combos box next to the calender icon option of Start option and select the time 0 23 hour 00 45 minute 3 End Date Click the calendar icon next to the To option and select the end date 4 End Time Click combos box next to the calender icon option of End option and select the time 0 23 hour 00 45 minute 5 Detailed Results Select 15min 30min 1hour day week or month from the Each option to display the selected value as a row of the Each Time table SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Trunk Statistic S This section describes the statistics on trunks of the OfficeServ system Trunk Call Statistics This menu allows you to verify the overall statistics and the time based statistics on trunk calls Select the Trunk Call Statistics submenu of the Trunk menu Select the target time period from the execution options and click Query Fi Trunk Call Statistics E EI Start 4 1 2005
43. 9 zj 30 zl End 5 29 2005 10 lag z Interval 15M x Query _ Summary R Total ne Lines GC Call Actual Failed Calls Pick Retri Call Talk a b s Call Ans GE OWS Lines VU avai 085 Attempts Calls Calls Answered ups evals Time Time e Ratio Ratio 218 Svc Used Time Time 23 188 ol 188 H o RH o o o o 0 o o o o o o Time Detail Ti Total GE Lines dise Call Actual Failed Calls Pick Retri Call Talk gt gt R Call Ans Traffi ime Lines UES Avail ines Attempts Calls Calls Answered ups evals Time Time 2 a Ratio Ratio ratne Svc Used Time Time 5 9 180 60 120 a 0 0 D 0 0 0 0 D D a 0 0 a 16 30 16 45 180 60 120 0 0 D D 0 0 D 0 D D o 0 0 0 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines Max Lines Used Maximum number of lines used Call Attempts Number of seizure attempts Actual Calls Number of successful seizures Failed Calls Number of failures Calls Answered Number of successful calls Pick ups Number of Pickup calls Retrievals SAMSUNG Electronics Co Ltd Number of calls retrieved by different subscriber from the one who held the call 59 Error Sty
44. Abandoned Avg Time to Abandoned G Number G N Calls I Abd Call Over fl I PER R roup Number roup Name ails in alls ver Tiow In Wait Time Abd Ratio 5005 UCD Ki 5 D 0 00 38 0 00 08 714 Abandoned Call List Number Start Time Inbound DID CLI rm Ware Time i 9 4 2005 1 40 59 2034 5005 0 00 10 PM 2 2200514145 2034 5005 0 00 08 PM 3 PUS ALES 2033 5005 0 00 05 PM S 9 4 2005 1 41 53 2034 5005 0 00 08 PM 5 Le En 2033 5005 0 00 07 Columns of the Total Summary table and Each Time table are described below Group Number Group number Group Name Name of a station group Blank if not available Calls In Number of inbound calls Abd Calls Number of abandoned calls Over flow In Number of overflow inbound calls Abandoned Wait Waiting time for abandoned calls Time Avg Time to Abd Average waiting duration of abandoned calls Abandoned Wait Time Abandoned Calls Abandoned Ratio Abandoned call ratio Abandoned Calls Inbound Calls 100 Number Record number Start Time Start time Inbound Inbound phone number SAMSUNG Electronics Co Ltd 121 Error Style not defined Group Number Group number DID DID number CLI 122 CLI number SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Operator Statistics This menu allows you to verify the statistics on operator information of the OfficeServ system Operator Group
45. Calls Simple inquired number Xfer Attempts Number of transfer attempts Xfer Errors Number of transfer failures Actual Xfers Number of successful transfer Call Time Seizure duration Short Call Time Simple inquired duration Avg Call Time Average seizure duration Call Time Calls Answered Avg Short Call Time Average simple inquired duration Short Call Time Short Calls Call Ratio Ratio of successful seizure Actual Calls Call Attempts 100 Xfer Ratio Ratio of successful transfer 134 Transfers Transfer Attempts 100 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 VM AA Group Error Statistics This menu allows you to verify the overall statistics and the time based statistics on VM AA transfer failures Select the VM AA Group Error Statistics submenu of the Miscellaneous menu Select the target time period from the execution options and click Query Fi M Aa Group Error Statistics B K Start 3 1 2005 lal 9 lol End 9 4 2005 a Es a Jas zl intervalfism Query Summary R xren xfer Se Invalid B DND pate Plug Out Pevice oe Abandoned Other one Attempts Errors de ES KE Not Exist Hg os Mismatch Answer en Ratio 16 0 0 o 0 0 D 0 o D 0 D D Time Detail Ti Kier ae Si Invalid B ae S ete ER n ez Wie Attempts Errors WS E uy Not Exist 99 HUT Mismatch Answer 7220000 Ratio 3 9 0 0
46. Count SD Path Browse D DataVieww Log Cancel If the frames for the operating one from Data Collector and Data Manager will be disabled If a module is enabled the Path frame cannot be changed SAMSUNG Electronics Co Ltd 25 Error Style not defined Data Collector Data Collector collects events for calls from OfficeServ Link to create a call log and to deliver the call log to Data Manager Also Data Collector manages configuration data on the OfficeServ system and current status of the system Data Collector must operate properly for proper operation of OfficeServ DataView Data Collector Window Run Data Collector Then the window below will appear a OfficeServ Dataview Collector Connection Status A OfficeServ Link a Data Manager Si The LEDs Light Emitting Diodes at the right of OfficeServ Link and DataView Manager indicate connection status Gray Not connected Green Connected properly Red Data Collector has downloaded the configuration data from the OfficeServ system and is being initialized Or a connection error has occurred The buttons of Data Collector Window are described below Config Configures Data Collector Run Stop Click Run to access OfficeServ Link and to download the configuration data on the OfficeServ system initialize Data Collector and then start operation Once operation starts properly Run is
47. DB If you use SQL Serve Microsoft SQL Server 2000 or higher is required If you use MDB there are no special requirements except that the database file size is limited to 2 GB Error Style not defined Functions of OfficeServ DataView OfficeServ DataView supports the functions below Trunk Station Monitoring OfficeServ DataView monitors lines in a trunk or station group as well as call status Also OfficeServ DataView monitors trunks or stations for specified phone numbers and checks if a trunk or station has exceeded a time limit for use Monitoring can be performed depending on group characteristics such as a UCD Universal Call Distribution group attendant group and VMAA Voice Mail Automated Attendant group OfficeServ DataView supports the wallboard function that traces real time changes in a selected value which is equal to number of waiting calls in a UCD group Statistics on Intercom External Calls OfficeServ DataView provides statistics on intercom or external calls by node or group OfficeServ DataView displays statistics depending on characteristics of a UCD group attendant group and VMAA group Also statistics on each DID Direct Inward Dialing are provided The minimum unit of call statistics is 15 minutes Report Select the Scheduled Report submenu from the Configuration menu of OfficeServ DataView to create a report for a specified period of time at a specified time OfficeServ DataView can create a s
48. Groups Number of groups Time Time The first and last rows display detailed time Ring Plan Ring Plan Group Number Group Number Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail SAMSUNG Electronics Co Ltd Number of lines available 123 Error Style not defined In Trys Number of required inbound calls Call In Number of successful inbound calls All Lines Busy Busy faulty count Errored Calls Number of other failures Calls In Ans Number of answered inbound calls No Answers Number of unanswered inbound calls Inbd Xfers Number of inbound transfer calls Inbd Call Time Seizure duration of inbound calls Inbd Talk Time Inbound call duration Avg Inbd Call Average seizure duration of inbound calls Time Inbound Call Time Inbound Answers Avg Inbd Talk Average call duration of inbound calls Time Inbound Talk Time Answered Calls Inbound Inbd Ratio Ratio of successful inbound calls Inbound Attempts Inbound Calls 100 Inbd Answer Ratio of answered inbound calls Ratio Inbound Calls Answered Inbound Calls 100 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 l Operator Group Call Breakdown This menu allows you to verify the overall statistics and the time based statistics on inbound operator calls Select the Operator Group Call Breakdown submenu of the Ope
49. Grp d 2 1 Eh UCD Longest Talk Time am UCD Longest Wait Time Borel nor Bu Aer Go to Configuration gt Personalize gt Set Wallboard to set wallboard content and thresholds UCD Group Call Ans Ratio s Columns of the Wall Board table is described below Trunk Total Lines Total number of Trunk Trunk Lines Out of Sve Number of Trunk faulty lines Trunk Lines Avail Number of Trunk Available lines Trunk Busy Number of Trunk Busy Trunk In Trys Number of Trunk Inbound Seize Trunk Out Trys Number of Trunk Outbound Seize Trunk Busy Ratio Trunk Busy Rate SAMSUNG Electronics Co Ltd 165 Error Style not defined Trunk Calls to Group Number of Trunk Group In Trunk Longest Call Time UCD Agents UCD Logged In UCD Logged Out UCD Agents Busy UCD Busy Ratio UCD Inbd Answers UCD Calls In Queue UCD Calls Answered UCD Calls to Group UCD Ans Calls to Grp UCD Group Call Ans Ratio UCD Longest Talk Time UCD Longest Wait Time The longest seize time among the trunk currently in use Number of UCD Agent Number of UCD Login Number of UCD Log Out Number of UCD Busy Ratio of UCD Busy Number of UCD In Call Cnt Number of UCD Queued Number of UCD Answer Number of Group In Number of Group In Ans UCD Group In Ans Rate The longest talk time among the currently answered UCD calls The longest wait among the currently ringing UCD
50. NY OfficeServ Link IP Address d 10 0 0 1 officeServ Link Port 6000 Web Server DataViewSvr Collector Port 6100 Items in the above figure are described below System Name Name of the OfficeServ system System Version Version of the OfficeServ system main program SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 System Date Date of the OfficeServ system main program System Country Country information set in the OfficeServ system OfficeServ Link IP IP address of the OfficeServ Link Address OfficeServ Link Number of the port used by the Data Collector for connecting to Port the OfficeServ Link Web Server IP address of the computer where the OfficeServ DataView is installed or the NetBIOS name Collector Port SAMSUNG Electronics Co Ltd Number of the port used by the Data Manager for connecting to the Data Collector 39 Error Style not defined Database Information This menu is used for displaying information on the DB Database used by OfficeServ Data View The DB information used by the current web program and a list of backed up DBs are displayed E DataBase Information _ Change Reset DataBase Type MDB SQL Server Name Data Source Disk Manager No Use C Program Files Samsung Electronics OfficeServ DataView DB OfficeServLog mdb Original C Program Files Sams
51. Number Record Number SAMSUNG Electronics Co Ltd 157 Error Style not defined 158 Port Agent Tel Number Port Status Port status Agent PIN PIN used when log on Agent Name Agent PIN name assigned in Add Agent PIN configuration page Agent Status Agent status Call Status Call status Duration Duration Phone Number Telephone number of the opposite party SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Overall Agent Status This menu allows you to monitor the status of all UCD agent at one time Select the UCD Overall Agent Status submenu of the UCD menu Click Start from the execution options amp ucp Overall Agent Status Interval 5 sec L sep Summary Total Groups Agents Logged In Logged Out Agents Busy Busy Ratio 2 4 4 o 1 25 0 Agent Detail Group Group Port Port Agent PIN Agent Agent Call Duration hone Number Name Status Name State Status Number 5021 j 2005 Normal 1000 Ann Log In Idle D 2003 Normal 1003 Diana Log In Idle 0 5022 t f i i i i T 2004 Plug Out Log In Idle o Ringing Connected In Wl Connected Out Es On Hold ET The record will be colored accoring to the agent call status Columns of the Total Summary table and the Each Group table are described below Total Groups UCD Group Counts Agents Number of agen
52. Scheduler Windows Status Window Upon starting Scheduler the window below will appear RR OfficeServ Dataview Schedule xj File Option Help Data Collector ist 3 S CE Stop S 8 Data Manager a E E Add to Set 2 M System Z Tray Stop Stop Al IS Reset 16 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 If a module stops Start will be enabled If a module runs Stop will be enabled If a module stops the icons will be displayed blurrily If a module runs the icons will be displayed vividly If a server module does not respond to a connection message received from Scheduler for a given period of time a warning icon will be displayed In such a case check operation log of the server module and take an appropriate action such as restart Select whether to display the Data Manager icon in the system tray by using the checkbox at the right of the Data Manager icon The Data Manager has no user interface If a server module does not operate you can click Start All to start Data Collector and Data Manager simultaneously Also click Stop All to stop all operating server modules If an error in a web service occurs click IIS Reset to restart IIS In such a case all of the currently established sessions are disconnected Database Window Click the Database tab Then the window below will appear E Arles xj Eile Configurati
53. Select the Station Call Statistics submenu of the Station menu Select the target time period from the execution options and click Query Fi Station Call Statistics Start 3 3 2005 fa 9 zj 30 sl End 9 4 2005 io 30 z Interval 15M e uer Summary e Total GE Lines Se Call Actual Failed Calls Pick Retri Call Talk SC Sa Call Ans 945 Lines bk Avail mes Attempts Calls Calls Answered ups evals Time Time SS iz Ratio Ratio Svc Used Time Time 1 4 22 326 283 43 4 162 150 12 54 0 0 1 29 27 0 53 54 0 00 33 0 01 00 92 6 36 0 Time Detail Lines Max Ay Ay 3 Total Out Lines Call Actual Failed Calls Pick Retri Call Talk S s Call Ans Time Lines A Call Talk a F Lines of Avail Attempts Calls Calls Answered ups evals Time Time S Ratio Ratio Used Time Time Svc 1 i SC 198 172 26 o 0 D 0 0 D 0 D D a o D D 16 30 ji 16 45 198 172 26 o 0 D D o D 0 D D ol D D D 17 00 1981 172 26 0 0 D 0 0 D 0 D D o D ol D 17 15 198 172 26 4 18 18 D 14 D 0 0 01 14 0 00 24 9 00 04 0 00 02 100 0 77 8 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Total Lines Total number of lines Lines Out of Svc Number of faulty lines Line Avail Number of avail
54. Statistics Outbound Trunk Call Statistics Trunk Call Time Statistics Inbound Trunk Call Time Statistics Outbound Trunk Call Time Statistics Inbound Trunk Call Error Statistics Outbound Trunk Call Error Statistics Trunk Group Call Statistics Outbound Trunk Call Statistics by Group Trunk Port Statistics Trunk Abandoned Call List UCD UCD Call Statistics UCD Group Call Statistics UCD Call Statistics by Group UCD Agent Statistics Summary UCD Group Statistics Summary UCD Agent Statistics by Group UCD Agent Counts Detailed Statistics UCD Agent Times Detailed Statistics UCD Call Time Statistics UCD Group Call Time Statistics UCD Wait Time Statistics UCD Group Wait Time Statistics UCD Group Abandoned Call List Miscellaneous VM A4 Group Statistics M 44 Group Error Statistics DID Statistics DID Statistics by DID Group Detailed DID Statistics Station Station Call Statistics Inbound Station Call Statistics Outbound Station Call Statistics Inbound Station Call Breakdown Outbound Station Call Breakdown Outbound Station Call Error Statistics Station Feature Code Usage Statistics Station Group Call Statistics Inbound Station Call Statistics by Group Inbd Station Call Breakdown by Group Station Port Statistics Operator Operator Group Call Statistics Operator Group Call Breakdown Operator Call Time Statistics Operator Cal
55. This section of the window displays the sum of each statistical item Detailed Results This section of the window displays detailed statistics results for the selected submenu 52 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Selecting a Statistics Item Statistics windows display data generated by the OfficeServ system and saved in the DB based on various criteria such as trunk and station You can select a statistics item by placing the mouse pointer over a main menu and clicking a submenu from the list displayed ni Statistics Trunk Station UCD Operator Miscellaneous Scheduled Reports Si Monitoring Trunk Station rk UCD Miscellaneous WallBoard Y Y SAMSUNG Electronics Co Ltd Trunk Call Statistics Inbound Trunk Call Statistics Outbound Trunk Call Statistics Trunk Call Time Statistics Inbound Trunk Call Time Statistics Outbound Trunk Call Time Statistics Inbound Trunk Call Error Statistics Outbound Trunk Call Error Statistics Trunk Group Call Statistics Outbound Trunk Call Statistics by Group Trunk Port Statistics Trunk Abandoned Call List 53 Error Style not defined Statistics Item Statistics items are categorized into six main menus Trunk Station UCD Operator Miscellaneous and Scheduled Report and are further categorized into fifty one submenus l Statistics Trunk Trunk Call Statistics Inbound Trunk Call
56. Trunk Calls l S ZE Phone s Call Talk Call Completion Completion Type Number DID Call Start Time Call End Time 5 A Time Time Type Status Cause Caller ID 4 9 4 2005 1 36 14 9 4 2005 1 36 20 Outbound 2033 2035 geb 7 tk 0 00 06 0 Primary Answered PM PM Outbound 2034 2035 97r 2005 1 98 22 19 4 2008 1 36 26 0 00 04 D Primary Answered PM PM EI ae Outbound 2034 2035 OO soe ta 0 00 04 0 Primary Ringing Columns of the Total Summary table and Each Time table are described below Trunk Trunk phone number Total Calls Number of seizures Failed Calls Number of failures Abandoned Calls Number of calls hung up while ringing Completed Calls Number of successful calls Ans Ratio Call success ratio Total Calls Call Attempts 100 Type Inbound Outbound External External Number Number Caller ID Phone Phone number DID DID Direct Inward Dialing Number Call Start Time Seizure start time Call End Time Seizure end time Call Time Seizure duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Talk Time Call duration Call Type Call type Primary Recall Callback Overflow Consultation Transfer Conference Pickup Unknown Completion Status End status Fail Hook Off Ring Connected Queuing External Outbound External Answer Hold Completion Cause SAMSUNG Electro
57. abase and the report module that provides you with web based windows The modules are called Data Collector Data Manager and Reporter respectively To use OfficeServ DataView OfficeServ Link must be installed OfficeServ Link delivers the events generated from the OfficeServ system to each additional program and delivers commands from the additional programs to the OfficeServ system The OfficeServ system OfficeServ Link and OfficeServ Data View are available in Intranet and transfer or receive data over TCP IP Trnasmission Control Protocol Internet Protocol SAMSUNG Electronics Co Ltd 1 Error Style not defined Network configuration of OfficeServ DataView OfficeServ Link and the OfficeServ system is shown in the figure below TCP IP TCP IP Web Client 1 OfficeServ Link OfficeServ Web Client n 2 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 System Requirements OfficeServ DataView inter works with the OfficeServ system Check the following before installing OfficeServ DataView Operating System Windows 2000 Series Windows XP Professional Windows 2003 Series or NTFS File Format Processor CPU Pentium IV 1 GHz or higher Requirements for CPU and memory depend on number of lines and maximum traffic Memory More than 512 Mbyte Network Interface Card 10 100 BASE T Database SAMSUNG Electronics Co Ltd Options SQL Server M
58. able lines Max Lines Used Maximum number of lines used Call Attempts Number of inbound outbound attempts Actual Calls Number of successful inbound outbound calls Failed Calls Number of failures Calls Answered Number of successful calls SAMSUNG Electronics Co Ltd 81 Error Style not defined Pick ups Number of calls picked up Retrievals Number of calls retrieved by different subscriber from the one who held the call Call Time Seizure duration Talk Time Call duration Avg Call Time Average seizure duration Call Time Calls Answered Avg Talk Time Average call duration Talk Time Calls Answered Call Ratio Inbound Outbound success ratio Calls Attempts 100 Ans Ratio Call success ratio Total Calls Calls Answered 100 82 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 i Inbound Station Call Statistics This menu allows you to verify the overall statistics and the time based statistics on station inbound calls Select the Inbound Station Call Statistics submenu of the Station menu Select the target time period from the execution options and click Query ol Inbound Station Call Statistics Start 5 8 2005 _ lal 9 zZllag zl End 9 4 2005 E a0 30 Intervalfism zl Query Summary 2 avg Avg Inbd Inbd Inbd Total 725 Lines Calls Inbd Calls No Inbd K Inbd Inbd Inbd Rows Out of In Try
59. affic Erlang Inbound call traffic Inbound Call Time Report Time Lines Used SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Outbound Trunk Call Statistics This menu allows you to verify the overall statistics and the time based statistics on trunk outbound calls Select the Outbound Trunk Call Statistics submenu of the Trunk menu Select the target time period from the execution options and click Query M Outbound Trunk Call Statistics Start l4 1 2005 9 Jl zl Endis 20 2005 Silo Jo EI intervalfism ver Summary Avg Avg Lines Outbd Outbd Outbd Outbd Total Lines Outbd outbd outbd outbd t out TTT outbd Rows b Out of CH Lines Gr ts le Call Talk SC ar Call Ans aie ines ove vail Led empts Calls Errors Answers Time a a ary Deel ee Time Time L 23 188 D 188 0 0 D 0 0 0 D 0 D 0 o 0 Time Detail Lines Max Outbd Outbd axa avg Outbd Outbd Total Lines e Outbd Outbd Outbd Outbd Out Out Outbd Time i Out of GC Lines Pre cak lE Call Talk ze Call ns be Ines Sve val Used empts als rrors nswers Time Time EI 4 Ratio Ratio ramic Time Time 1 3 9 180 60 120 o 0 D D 0 D D 0 D 0 D D 16 30 d d 16 45 180 60 120 o 0 o o 0 o o 0 o o o o 17 00 180 en 120 ol a o o o 0 o o o o o ol 17 15 180 en 120 ol a o o o 0 o o o o o o 17 30 180 en 120 ol o 0 o o ol o o o o o ol
60. alls Number of successful seizures of outbound calls Outbd Errors Number of failures of outbound calls Outbd Answers Number of successful outbound calls Outbd Call Time Seizure duration of outbound calls Outbd Talk Time Outbound call duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Avg Out Call Time Average seizure duration of outbound calls Outbound Call Time Outbound Calls Avg Out Talk Time Average outbound call duration Outbound Talk Time Outbound Calls Outbd Call Ratio Seizure success ratio of outbound calls Outbound Calls Outbound Attempts 100 Outbd Ans Ratio Outbound call success ratio Outbound Calls Outbound Answers 100 Outbd Traffic Erlang Outbound call traffic Outbound Call Time Report Time Lines Used SAMSUNG Electronics Co Ltd 77 Error Style not defined i Trunk Port Statistics This menu allows you to verify the overall statistics on and calling list of a specific trunk port Select the Trunk Port Statistics submenu of the Trunk 78 menu Select the target time period type and port from the execution options and click Query Fi Trunk Port Statistics B X Start 5 6 2005 9 zZllao zl End 0 4 2005 Ela zs EI Type Total EI Port 7031 Query Summary Trunk Total Calls Failed Calls Abandoned Calls Completed Calls Ans Ratio 7031 9 o 4 5 55 6
61. and last rows indicate detailed time lt 30s Number of outbound calls whose duration is less than or equal to 30 seconds lt 60s Number of outbound calls whose duration is less than or equal to 60 seconds lt 90s Number of outbound calls whose duration is less than or equal to 90 seconds lt 2m Number of outbound calls whose duration is less than or equal to 2 minutes lt 3m Number of outbound calls whose duration is less than or equal to 3 minutes lt 4m Number of outbound calls whose duration is less than or equal to 4 minutes lt 5m Number of outbound calls whose duration is less than or equal to 5 minutes SAMSUNG Electronics Co Ltd 69 Error Style not defined 70 lt 10m Number of outbound calls whose duration is less than or equal to 10 minutes lt 20 m Number of outbound calls whose duration is less than or equal to 20 minutes lt 30 m Number of outbound calls whose duration is less than or equal to 30 minutes gt 30m Number of outbound calls whose duration is greater than 30 minutes Total Calls Total number of outbound calls Max Call Time Maximum outbound call duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Inbound Trunk Call Error Statistics This menu allows you to verify the overall statistics and the time based statistics on failed trunk inbound calls Select the Inbound Trunk Call Error Statistics submenu of the Trun
62. arch FFiceServS Traffic exe i Sa Sharing D 7 object s Disk fre L zcanvirus fai MB IE My Computer Z Send To Cut Copy Create Shortcut Delete Rename SAMSUNG Electronics Co Ltd 179 Error Style not defined You will get the DB Properties window open DB Properties H x General Web Sharing Shating Security Leg Power Users Mw2KSE Power Users ER SYSTEM Leg TERMINAL SERVER USER Users VMW2KSE Users Permissions Allow Deny Full Control D Modify SE o Read amp Execute D List Folder Contents D Read D Write D Advanced F se inheritable permissions from parent to propagate to this ject Select Security tab and give full control to the Users group Click OK 180 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 I cannot save Personalize configurations This case is only applicable to the OfficeServ DataView with MDB Symptom When you try to save personal options such as Skin you encounter error page with the following description Microsoft JET Database Engine 0x80004005 Operation must use an updateable query filename line number Cause The IUSR_computername account does not have sufficient permissions to access MDB file Resolution The same as I cannot add delete modify accounts case SAMSUNG Electronics Co Ltd 181 Error Style not defined cannot save the expor
63. ator E 2 wallboard wallboard User 8 3 shlee Lee Sanghee Administrator 4352 shlee samsung com First Prev Next Last Select the checkbox of a user to be deleted and click Delete to delete the account of the selected user You cannot delete the account of Administrator which is the default user SAMSUNG Electronics Co Ltd 37 Error Style not defined Modify User Select Modify User The window that allows you to modify user profiles will appear as shown in the figure below un Des Change Number Login 1D Password User Name User Level Language Phone E Mail Ci nA admin Je Administrator d H ml 2 wallboard EPR wallboard Use Il FUN 3 shee F ro sanghee Administrator E Koreen gll ss2 shiecesameungeom La JL se JL we JL Last Modify the fields you want and select checkboxes to take effect changes Then click Change If you modify user information and do not click Change the window will not be updated Server Information 38 This menu allows you to verify the OfficeServ system information and the OfficeServ DataView operating environment OfficeServ System Information This menu allows you to verify information on the connection between the OfficeServ system and Officeserv DataView System Name OFFICESERV 500 M System Version 02 46 System Date 2005 06 29 System Country d GERMA
64. atus Call Status Duration Phone Number Description 2 7030 ISDN Trunk Normal Idle D 2 7029 ISDN Trunk Norma Idle 0 3 7028 ISDN Trunk Normal Idle 0 4 7027 ISDN Trunk Normal Idle 0 5 7026 ISDNTrunk Normal de o 8 6 7025 ISDN Trunk Norma Idle D 7 7024 ISDN Trunk Norma Idle o 8 7023 ISDN Trunk Normal Idle D 9 7022 ISDN Trunk Norma Idle D Columns of the Total Summary table and the Each Group table are described below Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of lines available Agents Busy Number of busy lines In Trys Inbound seize count Out Trys Outbound seize count Busy Ratio Line usage Number of busy lines Number of lines available 100 Calls to Group Number of Group Incoming calls Number Record Number Port Port Number Port Type Port type Port Status Port status Call Status Call status SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Duration Duration Phone Number Telephone number of the opposite party SAMSUNG Electronics Co Ltd 147 Error Style not defined Trunk Port Status This menu allows you to monitor the trunk port status for a selected scope Select the Trunk Port Status submenu of the Trunk menu Enter the range of trunk ports in the execution options and click Start If you mark the Sh
65. ax Lines Used Maximum number of lines used Outbd Attempts Number of seizure attempts of outbound calls Outbd Calls Number of successful seizures of outbound calls Outbd Errors Number of failures of outbound calls Outbd Answers Number of successful outbound calls Outbd Call Time Seizure duration of outbound calls Outbd Talk Time Outbound call duration Avg Out Call Time 74 Average seizure duration of outbound calls Outbound Call Time Outbound Calls SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Avg Out Talk Time Average outbound call duration Outbound Talk Time Outbound Calls Outbd Call Ratio Seizure success ratio of outbound calls Outbound Calls Outbound Attempts 100 Outbd Ans Ratio Outbound call success ratio Outbound Calls Outbound Answers 100 Outbd Traffic Erlang Outbound call traffic Outbound Call Time Report Time Lines Used SAMSUNG Electronics Co Ltd 75 Error Style not defined Outbound Trunk Call Statistics by Group This menu allows you to verify the overall statistics and the time based statistics on outbound calls of a specific trunk group Select the Outbound Trunk Call Statistics by Group submenu of the Trunk menu 76 Select the target time period and trunk group from the execution options and click Query M Outbound Trunk Call Statistics by Group
66. ble and Each Time table are described below Rows Total number of records Time Time The first and last rows display detailed time lt 30s Number of calls whose duration is less than or equal to 30 seconds lt 60s Number of calls whose duration is less than or equal to 60 seconds lt 90s Number of calls whose duration is less than or equal to 90 seconds lt 2m Number of calls whose duration is less than or equal to 2 minutes lt 3m Number of calls whose duration is less than or equal to 3 minutes lt 4m Number of calls whose duration is less than or equal to 4 minutes lt 5m Number of calls whose duration is less than or equal to 5 minutes lt 10m Number of calls whose duration is less than or equal to 10 minutes lt 20m Number of calls whose duration is less than or equal to 20 SAMSUNG Electronics Co Ltd minutes 127 Error Style not defined lt 30 m Number of calls whose duration is less than or equal to 30 minutes gt 30m Number of calls whose duration is greater than 30 minutes Total Calls Total number of calls 128 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Operator Call Time Stats by Ring Plan This menu allows you to verify the statistics on operator calls based on time and ring plans Select the Operator Call Time Stats by Ring Plan submenu of the Operator menu Select the target time period from the exe
67. bound calls of a specific station group in detail Select the Inbd Station Call Breakdown by Group submenu of the Station menu Select the target time period and station group from the execution options and click Query Fi Inbd Station Call Breakdown by Group EUR Start 5 8 2005 9 302 Ends 4 2005 Jet 13 G intervalf15m zl Group 5005 Sll ouer Summary Inbound Internal Inbound External Group Group A A Number Name 19 Calls Calls x fers Call Talk Le Inbd Ans In Calls Calls X fers Call Talk 9 Inbd Ans Trys In ns Out Time Time K Ratio Ratio Trys In Ans Out Time Time bo Ratio Ratio Time Time 5005 0 o o a o o o o o o o o o a o of of ol Summary Inbound Internal Inbound External Time In Calls Calls X fers Call Talk e Inbd Ans In Calls Calls X fers Call Talk oe Inbd Ans Trys In Ans Out Time Time Ce Ratio Ratio Trys In Ans Out Time Time Ee Ratio Ratio ime f 1 3 9 D 0 D D D 0 D 0 D 0 D 0 D 0 D 0 D 16 30 1 16 45 0 o 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D mm o o o o 0 o 0 o o o 0 o 0 o 0 o o a us 0 o o0 o 0 o 0 o o0 o o o o o 0 o 0 a Columns of the Total Summary table and Each Time table are described below Group Number Group number Group Name Name of a station group Blank
68. calls Trunk Data by Group This menu allows you to monitor the trunk data for selected trunk group Select the Trunk Data by Group of the Wallboard menu If you want to l UCD Data by Group This menu allows you to monitor the UCD data for selected UCD group Select the UCD Data by Group of the Wallboard menu If you want to SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Group Wallboard This functoin is used for the case that you want to allows a UCD agent only access his her UCD group wallboard without logging on the OfficeServ Dataview 1 Log on to OfficeServ DataView with built in wallboard account The initial password is wallboard 2 Select Configuration gt Personalize gt Configure Wallboard Mark UCD parameters to show and enter threshold values Click Save CHECK Wallboard Guest Account 4 Wallboard Guest account is a special purpose account for allow accessing UCD group wallboard without loggin on The UCD wallboard configuration is common for all users who use wallboard exe Marking on trunk parameters has no good 3 Copy the wallboard exe file under the OfficeServ DataView program folder into the agent s PC Let him her know the IP address or computer name of the OfficeServ DataView server computer 4 When the agent execute wallboard exe it will ask the Server IP Hostname and UCD GroupTel No
69. cheduled report for trunk station or the UCD group and can back up or delete a report as well Database Backup You can monitor size of a database file from OfficeServ DataView and can back up the file in the database If the database space reaches the threshold value OfficeServ DataView will display a warning message OfficeServ DataView Management OfficeServ DataView can monitor operation status of each module OfficeServ DataView provides a user interface which enables individual stop execution and batch stop execution easily 4 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide CHAPTER 2 OfficeServ DataView Installation This chapter provides information on checkpoints and an action that needs to be performed before installing OfficeServ DataView and describes how to install the system Before Installation Check the following before installing OfficeServ Data View Obtaining a Valid License Number of OfficeServ DataView A valid license number must be registered in order to operate OfficeServ DataView properly A license number can be obtained from the reseller or Samsung dealer of OfficeServ DataView The number should be entered in a PC where OfficeServ Link is installed If a license number is not registered OfficeServ DataView will not operate properly Checking IP Address of OfficeServ Link You should be aware of the IP Internet Protocol address of the PC where OfficeServ Link is installed b
70. cting a Monitoring Item Monitoring windows display information on call events that occur in the OfficeServ system based on various criteria such as trunk and station You can select a monitoring item by placing the mouse pointer over a main menu and clicking a submenu from the list displayed Monitoring Trunk Trunk Group Status Station Trunk Port Status by Group UCD Trunk Port Status Miscellaneous Trunk Port Status by Call Time WallBoard Monitoring Item Monitoring Trunk Trunk Group Status Trunk Port Status by Group Trunk Port Status Trunk Port Status by Call Time Station Station Group Status Station Port Status by Group Station Port Station Port Status by Call Time tus UCD UCD Group Call Status UCD Group Login UCD Agent Status Status UCD Overall Agent Status Miscellaneous Operator Group Status V M S4 Group Status VM 484 Group Port Status WallBoard Overall Data Trunk Data by Group UCD Data by Group Monitoring items are categorized into four main menus Trunk Station UCD and Miscellaneous and are further categorized into fifteen submenus SAMSUNG Electronics Co Ltd 143 Error Style not defined Additional Menus 144 New Page Click the N ew icon to view the current monitoring window from a new page This function helps you to monitor multiple items simultaneously The following figure shows an example of c
71. cution options and click Query Fi Operator Call Time Stats by Ring Plan BAR Start 3 1 2005 a 9 AoH Ends4 2008 0 AA Query Summary i T Rins E Sos e 60s mouse em les sm lt a am ea sm le 10m lt 20m lt e som com uen Plans Calls 1 o o o o ol o o o o 0 o a Ring Plan Detail BI gell aam ace sam oem ect Jaen as gens ger code sem UO Plan Calls 1 o o o o o o o o o o o o Columns of the Total Summary table and Each Time table are described below Ring Plans Number of applied ring plans lt 30s Number of calls whose duration is less than or equal to 30 seconds lt 60s Number of calls whose duration is less than or equal to 60 seconds lt 90s Number of calls whose duration is less than or equal to 90 seconds lt 2m Number of calls whose duration is less than or equal to 2 minutes lt 3m Number of calls whose duration is less than or equal to 3 minutes lt 4m Number of calls whose duration is less than or equal to 4 minutes lt 5m Number of calls whose duration is less than or equal to 5 minutes lt 10m Number of calls whose duration is less than or equal to 10 minutes lt 20m Number of calls whose duration is less than or equal to 20 minutes lt 30m Number of calls whose duration is less than or equal to 30 minutes gt 30m Number of calls whose duration is greater than 30 minutes Total Calls Total number of ca
72. d o o 0 D o oj o 0 0 0 o o o 5001 2 ad ad 2 of of o o ol no 0 0 0 0 0 o 5001 CTI 3 0 3 3 1 1 D o D D 0 0 00 05 0 00 01 0 00 05 0 00 01 100 0 100 0 Columns of the Total Summary table and Each Time table are described below Total Groups Total number of groups Group Number Group number Group Name Name of a station group Blank if not available Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines Max Lines Used Number of Max Lines Used In Trys Number of inbound requests Calls In Number of successful inbound calls All Lines Busy Number of failures when all lines are busy Errored Calls Number of other failures Calls In Ans Number of answered inbound calls No Answers Number of unanswered inbound calls Inbd Xfers Number of inbound transfers Inbd Call Time Number of seizure duration of inbound calls SAMSUNG Electronics Co Ltd 93 Error Style not defined 94 Inbd Talk Time Inbound call duration Avg Inbd Call Time Average seizure duration of inbound calls Inbound Call Time Inbound Answers Avg Inbd Talk Time Average inbound call duration Inbound Talk Time Answered Calls Inbound Inbd Ratio Inbound success ratio Inbound Attempts Inbound Calls 100 Inbd Answer Ratio Inbound answer ratio Inbound Calls Answered Inbound Calls 100 SAMSUNG Electron
73. different from the values in the Group Detail table because a line may belong to several groups at the same time Columns of the Total Summary table and the Each Group table are described below Total Groups Total number of groups Group Number Group Number Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of lines available Agents Busy Number of busy lines In Trys Inbound seize count Out Trys Outbound seize count Busy Ratio Line usage Number of busy lines Number of lines available 100 150 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Calls to Group Number of Group Incoming calls SAMSUNG Electronics Co Ltd 151 Error Style not defined Station Port Status by Group This menu allows you to monitor the status of a selected station group and the status of each station port of the group Select the Station Port Status by Group submenu of the Station menu Select a group from the execution options and click Start i amp station Port Status by Group Interval fio sec z Group 5000 z Start Summary 2 i f 4 A Total Lines TA 9 Lines Avail Agents Busy In Trys Out Trys Busy Ratio Calls to Group ve 2 o 2 1 1 o 50 0 0 Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 1 2033 Digital Station Normal Busy In 0 04 25 7031 2
74. disabled while Stop is enabled Click Stop to stop operation A connection to both Data Collector and OfficeServ Link will stop 26 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Monitor Click this button to open a window that allows you to monitor the memory space managed by Data Collector Regular users do not use this function because this button is used for tracing a problem Quit Quit Data Collector Data Collector Configuration Click the Config button from the Data Collector window to configure Data Collector Environment Configuration OfficeServ Link Connection IP Address 165 213 87 233 Port No Dm Data Manager Listen Port Listen Port No 6100 Log Information Log Level Detail D Log File Size MB Log File Count 20 Log Print Simple D Data Collector Option Startup Mode Manual D SAMSUNG Electronics Co Ltd 27 Error Style not defined Each field is described below Item Description OfficeServ Link Enter the IP address of OfficeServ Link and the port number for Connection connection If you are not aware of the port number contact the OfficeServ Link manager and enter a valid value Data Manager Specify a port to be connected to Data Manager If another Listen Port application already uses Port Number 5001 on a computer where OfficeServ DataView is installed the default value 5001 should b
75. e changed to another value Log Information Save an operation log of Data Collector in this field If an error occurs while using Data Collector this field will allow you to trace the error Level of detail in log information depends on log levels There are three log levels of None to Detail Set Log File Size to 1 MB to 100 MB and Log File Count to 1 to 20 Set Log Print to Simple or Detail in order to display log information through Debug View Data Collector Set Startup Mode to Automatic Then even if you do not click the Option Run button of Data Collector Data Collector will start If Startup Mode is set to Manual click the Run button to start operation No values other than those of Log Level and Log Print can be changed in a running Data Collector 28 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Data Manager Data Manager creates a cumulative record for 15 minutes from the call log created by Data Collector This record will be displayed in each field of a statistical report Data Manager saves the log record received from Data Collector and the created cumulative record in the database Data Manager Menu Data Manager does not have a window for user interfaces You can monitor the operation of Data Manager by using Scheduler If the icon is displayed in the system tray click the right button of mouse on the icon of the system tray to use the menus of Data Manager
76. e new page Click the Print to start printing General Options f Select Printer Add Printer SERGE Status Ready TI Pint o file Preferences Location Comment Find Printer m Page Range 1 al Number of copies 1 2 Selection Curent Page C Pages fi F Collate De Enter either a single page number or a single 2 page range For example 5 12 SAMSUNG Electronics Co Ltd 55 Error Style not defined Export to Excel 56 Click the Export to Excel EJ icon from the additional menus to export a report into Microsoft Excel Note that it works only when you have the Microsoft Excel properly installed on your PC If the report opens with the Internet Explorer you need to modify the file option Open the Windows Explorer and select Tools gt Folder Option The select the File Types tab select XLS from the Registered file types list and click the Advanced button General View File Types Offline Files Registered file types Extensions FileTypes A i Microsoft Excel 5 0 DialogSheet Microsoft Office Excel Backup File Microsoft Office Excel XLL Add In Microsoft Excel 4 0 Macro Microsoft Office Excel HTML Document EE MUTMI EE x New Delete r Details for LS extension Opens with Le Microsoft Office Excel Change Files with extension gt LS are of type Microsoft Excel Worksheet To change settings that affec
77. ectronics Co Ltd Automated Attendant Caller Identification Component Object Model Central Processing Unit Database Direct Inward Dialing Do Not Disturb Direct Outward Dialing Identification Internet Information Server Internet Protocol Light Emitting Diode Network Basic Input Output System 185 Error Style not defined NTFS New Technology File System MDB Multimedia Database MMC Man Machine Command ODBC Open Database Connectivity OS Operating System SQL Structured Query Language TCP IP Transmission Control Protocol Internet Protocol TRK Trunk UCD Universal Call Distribution UI User Interface VM Voice Mail VMAA Voice Mail Automated Attendant 186 SAMSUNG Electronics Co Lid OfficeServ DataView User Guide 2004 Samsung Electronics Co Ltd All rights reserved Information in this document is proprietary to SAMSUNG Electronics Co Ltd No information contained here may be copied translated transcribed or duplicated by any form without the prior written consent of SAMSUNG LT ELECTRONICS
78. efore installing OfficeServ DataView Contact the OfficeServ Link manager or OfficeServ system administrator and check the IP address of OfficeServ Link first Checking Specification of the PC Where OfficeServ DataView will be Installed OfficeServ DataView is installed on a PC typically Check the PC where OfficeServ Link will be installed and operating system processor and memory of the PC For detailed information on system requirements refer to System Requirements of CHAPTER 1 Overview of OfficeServ DataView SAMSUNG Electronics Co Ltd 5 Error Style not defined Procedure for OfficeServ DataView Setup Follow the steps below to install OfficeServ DataView OfficeServ DataView is installed in the Program Files Samsung Electronics OfficeServ DataView folder by default Double click OfficeServDataView exe by using a CD for OfficeServ DataView setup or double click a downloaded OfficeServDataView exe 2 Once the lt InstallShield Wizard gt window appears select a country and click Next gt Weoiese to the hasi allitechd Wu ad fer DihceSery D oi vue SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 J Read the license agreement from the lt License Agreement gt window carefully and then click Next gt Leewe terrae 2 phe ibe evenhanded oer The SOFT WAL Je and rh baam si vel herana cong wiu 4 Once the lt Setup Type gt wi
79. ess than or equal to 3 minutes lt 4m Number of calls whose duration is less than or equal to 4 minutes lt 5m Number of calls whose duration is less than or equal to 5 minutes lt 6m Number of calls whose duration is less than or equal to 6 minutes gt 6m Number of calls whose duration is greater than 6 minutes Total Calls Total number of calls Avg Talk Time Average call duration Talk Time Calls Answered Max Call Time SAMSUNG Electronics Co Ltd Maximum call duration 115 Error Style not defined UCD Group Call Time Statistics This menu allows you to verify the statistics on the distribution of UCD calls based on call duration and group Select the UCD Group Call Time Statistics submenu of the UCD menu 116 Select the target time period from the execution options and click Query Fi UCD Group Call Time Statistics Cy x Start 6 4 2005 9 30 z End 9 4 2005 13 45 z uer Summary See lt im lt 3m lt 4m lt 5m lt 6m gt 6m Total Calls tie te 3 2 oj o ol ol o ol 2 0 00 04 0 00 07 Group Detail Group Group SE SE SEN Sen ae nes Total Avg Talk Max Call Number Name Calls Time Time soos uco o o o o D H 2 0 00 04 0 00 07 5021 ol ol ol D ol 0 ol ol ol 5022 o ol ol o ol ol o D 0 Total Groups Total number of groups Group Number Group Number Group Name Name of a stat
80. etail Gi P Li Out of S fi e Calls t ro Total Lines EE Lines Avail Agents Busy In Trys Out Trys Busy Ratio SES Number Svc Group 9 30 D 20 D 0 0 0 0 D 800 8 D 8 D 0 0 0 0 D 803 64 D 64 D 0 0 0 0 D 804 24 D 24 D 0 0 0 0 0 805 32 D 32 D 0 0 0 0 0 Columns of the Total Summary table and the Each Group table are described below Total Groups Total number of groups Group Number Group Number Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of lines available Agent Busy Number of busy lines In Trys Inbound seize count Out Trys Outbound seize count Busy Ratio Line usage Number of busy lines Number of lines available 100 Calls to Group Number of Group Incoming calls SAMSUNG Electronics Co Ltd 145 Error Style not defined Trunk Port Status by Group 146 This menu allows you to monitor the status of a selected trunk group and the status of each trunk port of the group Select the Trunk Port Status by Group submenu of the Trunk menu Select a group from the execution options and click Start amp Trunk Port Status by Group i Interval fio sec z Group s z Start Summary Total Lines HE os gi Lines Avail gents Busy In Trys Out Trys Busy Ratio Calls to Group 30 D 30 0 D D 0 0 0 Port Detail Number Port Port Type Port St
81. f answered inbound calls X fers Out Transfer count Inbd Call Time Inbound seizure duration Inbd Talk Time Inbound call duration Avg Inbd Call Time Average inbound seizure duration Inbound Call Time Inbound Answers Avg Inbd Talk Time Average inbound call duration Inbound Talk Time Answered Calls Inbound SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Ratio of answered inbound calls Inbound Calls Answered Inbound Calls 100 Inbd Answer Ratio SAMSUNG Electronics Co Ltd 131 Error Style not defined Operator Port Call Breakdown This menu allows you to verify the overall statistics on operator calls and statistics by port Select the Operator Port Call Breakdown submenu of the Operator menu Select the target time period from the execution options and click Query Fi Operator Port Call Breakdown G N Start 3 1 2005 3 lan 2 End f9 4 2005 13 zllae ll ouer Summary Inbound Internal Inbound External d a bd Cas tak 8 bd ls Talk 49 a In alls Ta s In Calls a ns Ports Plans Groups Tal j ES Xfers Ans Time E Ratio SZ Xfers Ans Time S l Ratio Tim Tim 3 1 1 d o o 0 o 0 0 o o o o o o Port Detail Inbound Internal Inbound External Port Ring Total If j l 1 Port Calls Inbd Calls Talk Wl Ans
82. ge call duration Talk Time Calls Answered Transfers Answered Avg Wait Time Average waiting duration Answered Wait Time Calls Answered Avg Time to Abd Average waiting duration of abandoned calls Abandoned Wait Time Abandoned Calls Ans Ratio Answer ratio Calls Answered Inbound Calls 100 104 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Call Statistics by Group This menu allows you to verify the overall statistics and the time based statistics on UCD inbound calls of a specific UCD group Select the UCD Call Statistics by Group submenu of the UCD menu Select the target time period and UCD group from the execution options and click Query Fi UCD Call Statistics by Group Start 3 1 2005 fal 9 lo zl End 9 4 2005 E Es 45 interval fism zl Group 5005 Query Summary Over Forced Inbd Avg Avg Avg Talk z e de SEH EC ee SCH E Se flow Log Xfers CR Talk Wait Time to EG umber Name Agents Logge n ns alls flowin out outs Ans ime Time Time Abd a 1 1 d 5005 ucD 2 7 2 5 o o o o 0 00 08 0 00 04 0 00 04 0 00 08 28 6 Time Detail e e at cd Over Forced Inbd te Avg Avg avg Ge Time A e S rie Calls In a a Call fl a flow Log Xfers ee Talk Wait Time to Rati e e 1 Kaz Soe Se SE Skier Outs Ans me time Time Abd SE n 1 l SS 2 2 0 0 0 0 0 0 D D D 0 o 0 0 13 30 13 45 2 2 0 r
83. he database log records will increase and bottleneck may occur while the database is operating To prevent OfficeServ DataView from being degraded due to bottleneck limit number of logs to be saved Select Log Records Then the dialog box below will appear kV Call Log Agent Log Cancel kW Feature Log Select the checkbox of a log type and click OK Preferences Start DataView Server when Windows starts If you mark this option the Scheduler will be started when you start Windows Then Scheduler will launch Data Collector and Data Manager If this options is set Scheduler checks if DataView Server modules are runnig whenever it starts and starts them if they are not running SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Operation Logs The Operation Logs option is divided into Data Collector and Data Manager Select one to perform settings for saving operation logs of the selected module If the selected module is enabled the window that prompts you to set an operation log of the module will appear If the selected module is not enabled the window that prompts you to set an operation log provided by Scheduler will appear as shown in the figure below OfficeServ Dataview Scheduler Set options related to save the operation logs Data Collector Level None z Size MB Count 200 Print Of K Data Manager Level 2 Medium x Size 3 MB
84. hose duration is less than or equal to 3 minutes lt 4m Number of calls whose duration is less than or equal to 4 minutes lt 5m Number of calls whose duration is less than or equal to 5 minutes lt 10m Number of calls whose duration is less than or equal to 10 minutes lt 20m Number of calls whose duration is less than or equal to 20 SAMSUNG Electronics Co Ltd minutes 65 Error Style not defined 66 lt 30 m Number of calls whose duration is less than or equal to 30 minutes gt 30m Number of calls whose duration is greater than 30 minutes Total Calls Total number of calls Max Call Time Maximum call duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Inbound Trunk Call Time Statistics This menu allows you to verify the statistics on the distribution of trunk inbound calls based on call duration and time zone Select the Inbound Trunk Call Time Statistics submenu of the Trunk menu Select the target time period from the execution options and click Query Bi Inbound Trunk Call Time Statistics Start l4 1 2005 9 lan zl End 8 29 2005 io 30 intervalfism Z Query Summary Rows lt 30s lt 60s lt 90s Total Max Call Calls Time lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m 23 0 o a o o o o o o o 0 o o Time Detail Time lt 30
85. ibed below Group Number Group number Group Name Name of a station group Blank if not available Time Time The first and last rows indicate detailed time Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines In Trys Number of inbound requests Calls In Number of successful inbound calls All Lines Busy Number of failures when all lines are busy Errored Calls Number of other failures Calls In Ans Number of answered inbound calls No Answers Number of unanswered inbound calls Inbd Xfers SAMSUNG Electronics Co Ltd Number of inbound transfers 95 Error Style not defined 96 Inbd Call Time Number of seizure duration of inbound calls Inbd Talk Time Inbound call duration Avg Inbd Call Time Average seizure duration of inbound calls Inbound Call Time Inbound Answers Avg Inbd Talk Time Average inbound call duration Inbound Talk Time Answered Calls Inbound Inbd Ratio Inbound success ratio Inbound Attempts Inbound Calls 100 Inbd Answer Ratio Inbound answer ratio Inbound Calls Answered Inbound Calls 100 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Inbd Station Call Breakdown by Group This menu allows you to verify the overall statistics and the time based statistics on in
86. ics Co Ltd OfficeServ DataView User Guide Ed 003 Inbound Station Call Statistics by Group This menu allows you to verify the overall statistics and the time based statistics on inbound calls of a specific station group Select the Inbound Station Call Statistics by Group submenu of the Station menu Select the target time period and station group from the execution options and click Query ofl Inbound Station Call Statistics by Group Start 5 8 2005 El 9 lan End 9 4 2005 EEs 21502 Intervaifism zl Group 5001 Z guer Summary kd all Calls EE El Inbd Group Group Total Out Lines In Calls Errored No Inbd Call Talk Inbd Inbd Inbd EE Number Name Lines of Aval Trys In Calls Answers Xfers _ 3 Call Talk Ratio A Busy Ans Time Time 2 Ratio Sve Time Time 5001 um o 10 Au o o 1 o 0 0 00 05 0 00 01 0 00 05 0 00 01 100 0 100 0 Time Detail x avg Avg Lines Calls Inbd Inbd Inbd 7 Total Lines In Cales Errored No Inbd Inbd Inbd Inbd Time Out of Lines In Call Talk Answer Lines Avail Trys In Calls Answers Xfers S s Call Talk Ratio Sve Busy Ans Time Time A Ratio Time Time de 3 D 3 D 0 0 0 D 0 D 0 0 ol a D 0 16 30 16 45 H D 3 D 0 ol 0 0 0 D 0 0 0 D 0 0 17 00 3 o 3 o o H o o o 0 o o o o o o 17 15 3 D 3 1 F 0 0 El 0 0 0 00 05 0 00 01 0 00 05 0 00 01 100 0 100 0 Columns of the Total Summary table and Each Time table are descr
87. if not available Time Time The first and last rows indicate detailed time Inbound Internal Internal inbound Inbound External External inbound In Trys Number of inbound requests Calls In Number of successful inbound calls Calls Ans Number of calls answered X fers Out Number of transfers Call Time Seizure duration Talk Time Call duration Avg Talk Time Average call duration Talk Time Calls Answered SAMSUNG Electronics Co Ltd 97 Error Style not defined Inbd Ratio Inbound success ratio Inbound Attempts Inbound Calls 100 Ans Ratio 98 Answer ratio Calls Answered Inbound Calls 100 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Station Port Statistics This menu allows you to verify the overall statistics on and calling list of a specific station port Select the Station Port Statistics submenu of the Station menu Select the target time period type and port from the execution options and click Query Fi Station Port Statistics EX Start 5 8 2005 9 Jo eEnd s a 2005 0 p 30 TypefTotal Zl Port 2033 Ouer Summary Station Total Calls Failed Calls Abandoned Calls Completed Calls Ans Ratio 2033 10 D 9 d 10 0 Station Call List Sim Phone S Call Answered S Call Talk Call Completion Completion Type Number Call Start Time S Call End Time S 4 Time Time Time Type Status Ca
88. ing window is shown below Additional Menus Page Title amp Trunk Group Status Execution Options Interval 10 sec z Start Summary Li Out of r 5 Calls t Total Groups Total Lines E 3 H Lines Avail Agents Busy In Trys Out Trys Busy Ratio SCH a V u 5 158 D 156 0 D 0 0 0 0 Group Detail G Out of a ceil TOY Total Lines TEE CLEC Lines Avail Agents Busy Out Trys Busy Ratio lee Number Group 9 30 0 0 o 800 8 0 0 D 803 64 0 0 0 0 804 24 0 0 Sum Detailed Result SAMSUNG Electronics Co Ltd 141 Error Style not defined Page Title The selected submenu is displayed as the title Additional Menus The three menus below are provided as additional menus Refer to the Additional Menu section of this chapter for detailed descriptions Creates a new window for monitoring Execution Options This section of the window allows you to set a monitoring option and to start or stop the monitoring process The Interval option is applied to all monitoring pages which are refreshed at each set interval time Additional conditions may be provided depending on the monitoring item Sum This section of the window displays the sum of each item being monitored Detailed Results This section of the window displays detailed monitoring results for the selected submenu 142 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Sele
89. ion group Blank if not available lt 1m Number of calls whose duration is less than or equal to 1 minute lt 2 m Number of calls whose duration is less than or equal to 2 minutes lt 3m Number of calls whose duration is less than or equal to 3 minutes lt 4m Number of calls whose duration is less than or equal to 4 minutes lt 5m Number of calls whose duration is less than or equal to 5 minutes lt 6m Number of calls whose duration is less than or equal to 6 minutes gt 6m Number of calls whose duration is greater than 6 minutes Total Calls Total number of calls Avg Talk Time Average call duration Talk Time Calls Answered Max Call Time Maximum call duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Wait Time Statistics This menu allows you to verify the statistics on the distribution of UCD calls based on the wat time and time zone Select the UCD Wait Time Statistics submenu of the UCD menu Select the target time period and type from the execution options and click Query Answer of Type is the waiting duration of an answered call and Abandon of Type is of an abandoned call Fi ucD wait Time Statistics BR Start 9 1 2005 9 30 End 4 2005 13 a 45 Interval fism zl Type Abandon zl Query Summary Total Avg Time Max Wait Rows lt 10s lt 20s lt 40s lt 60s lt 80s lt 1005 lt 120s
90. ired inbound calls Calls In Number of successful inbound calls Calls Ans Number of answers X fer Out Transfer count Call Time Seizure duration Talk Time Call duration SAMSUNG Electronics Co Ltd 125 Error Style not defined Avg Talk Time Average call duration Talk Time Calls Answered Inbd Ratio Ratio of successful inbound calls Inbound Attempts Inbound Calls 100 Ans Ratio Ratio of answers Calls Answered Inbound Calls 100 126 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Operator Call Time Statistics This menu allows you to verify the time based distribution statistics on operator calls Select the Operator Call Time Statistics submenu of the Operator menu Select the target time period from the execution options and click Query Fi Operator Call Time Statistics B Start 3 1 2005 3 fs End 9 4 2005 Il 45 Interval fism Query Summary Total Rows lt 30s lt 60s lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m Calls 4 4 4 4 25 0 0 0 0 0 0 0 0 0 0 0 D Time Detail 3 Total Time lt 30s lt 60s lt 90s lt 2m lt 3m lt 4m lt Pm lt 10m lt 20m lt 30m gt 30m calls 5 9 0 0 0 0 0 0 0 0 0 0 0 D 16 30 16 45 0 0 0 0 0 0 0 0 0 0 0 0 17 00 0 0 0 0 0 0 0 0 0 0 0 0 Columns of the Total Summary ta
91. ization ccecceeeeeeeseeeneeeeneeeeeeeseeeeeaeeseeeseaeeteeeeeeereas CONVENTIONS sum ven tete ds ele De ne Done LA Lis Il EIERE Hs dard release ge Ee ee gege Ill Rene Ee E Ill CHAPTER 1 Overview of OfficeServ DataView 1 Overview of OfficeServ DataView cccccccccssscsssssssssssssssssseseeseeecseeeeseseeeeeeesnecesecesssesssess 1 System E UE 3 Functions of OfficeServ DataView cccccccscsssssseesseeeseesseeeseeseeeeeeeseeesesesesesesesesesesesesesesens 4 CHAPTER 2 OfficeServ DataView Installation 5 Before Install ation iicssisciietsccccsa ca sivcsccescasucinvanctaseccsudsanaccuavasaivecenaadndasaveceadessasiaadenabsentuarsveuees 5 Procedure for OfficeServ DataView Setup 6 CHAPTER 3 OfficeServ DataView Menus 15 Components of OfficeServ DataView siennes 15 ES Te 91 lt 0 IT 16 Data Goll ctor EEEE gedeien 26 Data Manage EE 29 Starting OfficeServ DataView cccsscssesseesseeseeeeseseeesseeseseeesseesaseeeeseeeaseeeeseeasenessaeeas 31 MAIN WV GOW nisi coecccecs ce cnacecesousesadssceccassonsuvaicuseacessscduccadausavassateansauacsascsecvaansdaadaseaavesacpesesaaes 33 MONS Are mt Met ann eV nn en CEECE Ee 35 lU IL EE 36 RE 36 Server Information ie A eed ie NA NM andere Mia Ghee tree 38 Report Scheduling sise 42 SAMSUNG Electronics Co Ltd V TABLE OF CONTENTS P rsonalize st st tes MR eege 45 Miscellaneous EE 47 CHAPTER 4 Statistics 51 Statistics Window
92. k menu Select the target time period from the execution options and click Query Fi Inbound Trunk Call Error Statistics BN Start 4 1 2005 El 9 zj 30 z End 8 29 2005 a a0 zj 30 z Interval 15Mm z Ouer Summary Inbd 3 3 3 Does e R Int Inbd E No Such Limited Trunk Station Station ger Pucon Device Group Unk SN SANTYE errors rror Class Busy Busy DND a 49 OU Mismatch Busy SE Ratio Exist 23 o o o o 0 o 0 o o o o o Time Detail ri os Inbd Sieg No Such Limited Trunk Station Station SEH E Device Group en me IS Errors Si Class Busy Busy DND e RS Mismatch Busy Denonin Ratio Exist D D 0 0 0 0 0 0 D 0 0 0 16 30 16 45 D D D 0 o 0 0 0 D 0 0 0 17 00 D D 0 0 0 0 0 0 D 0 0 0 17 15 D D D o 0 0 0 0 D 0 0 0 Rows o Column Total number of records Time Time The first and last rows indicate detailed time In Trys Number of seizure attempts of inbound calls Inbd Errors Number of failed inbound calls Inbd Error Ratio Inbound failure ratio Inbound Errors Inbound Attempts 100 No Such Inexistent phone number Limited Class Limited class Trunk Busy Trunk is busy Station Busy Station is busy Station DND Station DND Do Not Disturb Does Not Exist No more stations Plug Out Unplugged Device Mismatch Device is invalid Group Busy SAMSUNG Electronics Co Ltd Gr
93. l 2005 Ann 1000 o 0 oj of oO 1 o 0 07 45 0 07 45 D of o o D Columns of the Total Summary table and Each Time table are described below Agents Number of agents Agent Agent Number Agent Name Name of an agent If an agent PIN is in use then it will be agent PIN name assigned in Add Agent PIN configuration page If PIN is no in use it would be the station name Blank if name is not configured Agent PIN PIN used when log on Calls In Number of inbound calls Calls Ans Number of calls answered Consults Number of consultation X fers Out Number of transfer SAMSUNG Electronics Co Ltd 109 Error Style not defined Grp Call Xfers Out Number of group transfer Forced Log Outs Number of forced logout cases Inbd Xfers Ans Number of transferred inbound calls answered Login Time Login time Idle Time Idle duration Ring Time Duration between a call starts ringing and it is answered on agent device Talk Time Talk duration Hold Time Duration of put calls on hold Wrapup Time Duration of work after call Consult Time 110 Consultation duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Agent Counts Detailed Statistics This menu allows you to verify the overall statistics on calls of a specific agent Select the UCD Agent Counts Detailed Statistics submenu of the UCD menu Select the target time pe
94. l Time Stats by Ring Plan Operator Port Call Statistics Operator Port Call Breakdown Scheduled Reports Daily Trunk Report Daily UCD Report Weekly Trunk Report Weekly UCD Report Monthly Trunk Report Monthly UCD Report SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Additional Menus Print Click the Print El icon from the additional menus to print a statistics window The following figure shows an example of clicking the Print icon of a Trunk Overall Statistics window Trunk Call Statistics Period 9 1 2005 09 30 9 4 2005 13 45 Print Time 9 5 2005 08 15 Summary Lines Ma D D Total Gw e Lines Ai ie Call Actual Failed Calls Pick Retri Call Talk oa ae Call Lines 2 H Avail gie Attempts Calls Calls Answered ups evals Time Time a a ve se D 0 0 01 39 0 00 40 0 00 06 0 00 04 100 0 Ans Rows Ratio 55 6 0 055 Time Detail Ti Actual Failed Traff me affic Attempts Calls Calls Answered ups Ratio We A SS 0 D 0 D D 0 13 30 13 45 0 0 00 06 0 00 04 100 0 155 6 0 11 A page for printing is created with the title on the upper middle section the data retrieval period on the upper left section and the printing date on the upper right section of the page The sum and detailed results are expressed in black and white colors The lt Print gt window appears over th
95. le not defined Call Time Seizure duration Talk Time Call duration Avg Call Time Average seizure duration Call Time Calls Answered Avg Talk Time Average call duration Talk Time Calls Answered Call Ratio Seizure success ratio Actual Calls Call Attempts 100 Ans Ratio Call success ratio Total Calls Call Attempts 100 Traffic Erlang Traffic Call Time Report Time Lines Used 60 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 i Inbound Trunk Call Statistics This menu allows you to verify the overall statistics and the time based statistics on trunk inbound calls Select the Inbound Trunk Call Statistics submenu of the Trunk menu Select the target time period from the execution options and click Query EI Inbound Trunk call Statistics BE Start 4 1 2005 Hi 9 50 z End 8 29 2005 10 30 sl Interval 15M z Query Summary Avg avg Li M Inbd Inbd Inbd Inbd Total de Lines Se Calls Inbd Inbd A R Inbd Inbd d A Inbd Rows Li Out of Avail Lines In Trys i E A Call Talk Call Talk Call Ans Traffic SCH Sve val Used 2 DR TES rime Tine Ae iS Ratio Ratio Time Time 23 188 ol 188 H 0 0 0 o ol 0 H 0 H o 0 Time Detail Avg avg Li Inbd Inbd Inbd Inbd j Total bancs lines sess Calls Inbd Inbd TTT Inbd Inbd x Inbd Time Li Out of avail Lines In Trys 3 5 Call Talk Een Ku Call ns T
96. licking the New icon of a Trunk Group Status window tTrk trunkGroupNew asp Microsoft Internet Explorer amp Trunk Group Status Interval 10 sec stat Summary Total Total Lines Out Agents In Trys Out Trys Busy Calls to Groups Lines of Svc o Busy Ratio Group 5 158 0 0 0 0 0 0 0 roup Detai G Total Lines Out Agent B Calls to roup ota ines Ou gents trys out Trys usy alls to Number Lines of Svc 5 Busy Ratio Group 9 30 o 30 0 0 0 0 Ke 8 0 0 64 64 0 0 24 24 0 0 32 32 o o 0 0 0 0 Values in the Total Summary table can be different from the values in the Group Detail table because a line may belong to several groups at the same time RB SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Trunk Monitoring This function is used for monitoring the trunk status of the OfficeServ system Trunk Group Status This menu allows you to monitor the overall status of trunk groups and the status of each group Select the Trunk Group Status submenu of the Trunk menu Click Start from the execution options to start the monitoring amp Trunk Group Status Interval 10 sec Start Summary Li Out of 5 d Calls t Total Groups Total Lines Nee eee Lines Avail Agents Busy In Trys Out Trys Busy Ratio 27e Sve Group 5 158 D 158 D 0 0 0 0 D Group D
97. lls SAMSUNG Electronics Co Ltd 129 Error Style not defined Operator Port Call Statistics This menu allows you to verify the overall statistics on operator calls and statistics by operator port Select the Operator Port Call Statistics submenu of the Operator menu 130 Select the target time period from the execution options and click Query Fi Operator Port Call Statistics Lh x Start 3 1 2005 9 lan zl End 3 4 2005 fa as 2145 Query Total Ring Total Ports Plans Groups Port Port Ring R Name Plans 2001 2001 WHRYU 2002 Summary Inbd Inbd Calls In X fers Inbd Call Inbd Talk Avg Inbd Avg Inbd Calls In x x Answer Xfers Ans Out Time Time Call Time Talk Time Ratio 1 D 0 0 0 00 02 D 0 00 02 0 0 0 Port Detail T T t Total Inbd Calls In X fers Inbd Call ae DIET RU MR DC Calls In Talk Call Talk Answer Groups fers Ans Out Time A S d A L Time Time Time Ratio 1 z 0 0 0 0 00 02 0 0 00 02 0 0 0 1 0 0 0 0 0 0 0 0 D 0 0 D 1 0 0 0 0 D 0 Columns of the Total Summary table and Each Time table are described below Total Ports Port number Port Port telephone number Port Name Name of a station Blank if not available Ring Plans Number of applied ring plans Total Groups Number of groups Call In Number of inbound calls Inbd Xfers Number of transfer inbound calls Calls In Ans Number o
98. mal Idle 0 4 2004 Analog Station Normal Idle 0 5 2005 Analog Station Normal Idle 0 6 2006 Analog Station Normal Idle 0 Columns of the Total Summary table and the Each Group table are described below Number Record Number Port Port Number Port Type Port type Port Status Port status Call Status Call status Duration Duration Phone Number Telephone number of the opposite party Description Describe group calls gt G Group In lt G Group Out SAMSUNG Electronics Co Ltd 153 Error Style not defined Station Port Status by Call Time This menu allows you to monitor the station port status for a selected time Select the Station Port Status by Call Time submenu of the Station menu Enter the range of station ports and select the duration of the station port and click Start amp station Port Status by Call Time EH Port 2000 3000 Duration gt 1 sec z Interval 10 sec z Stop Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 2 2033 Digital Station Normal 0 06 52 7031 3 2035 Digital Station Normal 0 06 51 2033 Columns of the Total Summary table and the Each Group table are described below Number Record Number Port Port Number Port Type Port type Port Status Port status Call Status Call status Duration Duration Phone Number Tele
99. mary submenu of the UCD menu Select the target time period from the execution options and click Query Fi UCD Agent Statistics Summary B R Start 5 4 2005 al 9 f50 End i9 4 2005 132 45 interes en zl Query Summary T T Total Max X fers ip ell Forced 207 Login Talk Consult Rows Calls In Calls Ans Consits Xfers Xfers A j Groups Agents Log Outs Time Time Time Out Ans 16 5 5 o 0 0 0 D D D 24 45 00 0 0 Time Detail s Total Max x fers Smeal Forced nee Login Talk Consult Time Calls In Calls Ans Consits Xfers Xfers 3 S x Groups Agents Out Log Outs Time Time Time Out Ans 3 3 3 4 ol 0 0 0 D D 0 2 15 00 0 0 16 30 16 45 3 4 ol a o o o 0 o 2 15 00 a o 17 00 3 4 o 0 0 0 0 o o 2 15 00 0 0 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Total Groups Number of groups Max Agents Number of agents Calls In Number of inbound calls Calls Ans Number of calls answered Consults Number of consultation X fers Out Number of transfers Grp Call Xfers Out Number of group transfers Forced Log Outs Number of forced logout cases Inbd Xfers Ans Number of transferred inbound calls answered Login Time Login time Talk Time Call duration Consult Time SAMSUNG Electronics Co Ltd Consultation durati
100. me entries select the checkboxes and click Delete 48 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Configure DID Select Miscellaneous gt Configure DID and display the following window 171 Save Son Numer DID Digit DID Name DID Group Name E 1 ran a inc sl 2 zm a inc sl Sir D en E Inc L Fiest pren Next JL Last a CH E S You can select the DID to be shown in the DID reports And asign a DID to a group The DID group name will be shown in the DID reports and you can generate DID reports by DID groups Configure DID Group Select Miscellaneous gt Configure DID Group and display the following window L Change Delete Select Number DID Group Name CN A Inc a 2 B Ine a 3 Cine Cu 4 Dine E 5 E Inc You can create DID group just for OfficeServ DataView This configuration has no relations to the OfficeServ system configuration You can create a DID group and assing DIDs into it in Configure DID page You can change the DID name or delete it CHECK Modify Delete DID groups in use M When you change or delete a DID group it does not affect DID configuration automatically You need to configure DID again in Configure DID page after modifing or deleting DID groups in use SAMSUNG Electronics Co Ltd 49 OfficeServ DataView User Guide CHAPTER 4 Statistics This chapter describes the statis
101. n describes the statistics on UCD of the OfficeServ system UCD Call Statistics This menu allows you to verify the overall statistics and the time based statistics on UCD inbound calls Select the UCD Call Statistics submenu of the UCD menu Select the target time period from the execution options and click Query Fi uco call Statistics BE Start 7 1 2005 El 9 zl 30 sl End 9 4 2005 a 23 Jl z Interval 15M _ Query Summary A Ka Over Forced Inbd Avg Avg Avg Total Max Agents Calls Calls Abd Over Talk p Ans Rows a seul AS Pat Heras flow Log Xfers Ti Talk Wait Time to rere roups Agents ie n ns als Mon outs ans ime Time Time Abd atio 2 1 2 2 0 7 2 5 0 D 0 0 0 00 08 0 00 04 0 00 04 0 00 08 28 6 Time Detail Ava Over Forced Inbd Avg Avg Avg r Total Max Agents Calls Calls Abd Over Talk S 5 Ans rme Groups Agents Logged In An Calls How In fiev Lou Or Time Talk Wot Time te Ratio FE Bs S Out Outs Ans i Time Time bd gA 1 2 gt D 0 D 0 D 0 D 0 0 D 0 0 13 30 13 45 1 2 2 0 7 2 5 0 D 0 0 0 00 08 0 00 04 0 00 04 0 00 08 28 6 Columns of the Total Summary table and Each Time table are described below Rows Number of records Time Time The first and last rows indicate detailed time Total Groups Number of Groups Max Agents Number of agents Avg Agents Number of agents
102. nd the group based statistics on trunk outbound calls Select the Trunk Group Call Statistics submenu of the Trunk menu Select the target time period from the execution options and click Query M Trunk Group Call Statistics EME Start4 1 2005 E s ae End 6 29 2005 lm Zllaa ll Query Summary e e Lines Outbd outbd Y9 49 outbd outbd Total Total Lines Outbd Outbd Outbd Outbd Out Out Outbd G Li Out of val Att ts Call E A Call Talk Eet Eu Call Ans Traffi roups Lines Syo vail SC empts Calls Errors Answers Time a a Ratio Ratio Traffic Time Time 30 150 of 150 o o H o o o o o ol o o o Group Detail Ma outbd outbd Y9 49 outbd outbd Group Total 3 Lines Outbd Outbd Outbd Outbd Out Out Outbd ost Li Lin Gm nes ES Ale a Call Talk ea E Call Ans Traffi umber Lines errors Avai GE empts Calls Errors Answers ene Time a al Ratio Ratio Traffic Time Time 800 o 0 o o o 0 o o o o o o o o o t t 801 ol o o o o 0 o o 0 o 0 o o 0 802 o o o o o 0 o o o o o o o o o f t 803 64 0 64 0 o 0 D 0 ol D D D D 0 0 Columns of the Total Summary table and Each Time table are described below Total Groups Total number of groups Group Number Group Number Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines M
103. ndow appears select a setup type and click Next gt SAMSUNG Electronics Co Ltd 7 Error Style not defined 5 Once the lt Ready to Install the Program gt window appears click Install 8 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 K Select a database to be used for OfficeServ DataView from the lt Database Type gt window and click Next gt A If you select SQL Server a window that prompts you to enter information on SQL Server will be displayed Enter the SQL Server name or IP address user ID and password and then click Next gt ki CHECK If You Select Microsoft Access Driver mdb SAMSUNG Electronics Co Ltd 9 Error Style not defined Step 8 amp 9 will be skipped if you select Microsoft Access Driver mdb 9 Select a location where database will be installed from the lt Database Location for SQL Server gt window Database can be installed in a folder shared with My Computer or Network Computer Then specify a folder Setup will continue in progress 10 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 10 Once OfficeServ DataView setup is completed click Finish mat Fach Wu ad Coemghetu T You need to configure the security options before starting OfficeServ DataView Configure as follows SAMSUNG Electronics Co Ltd 11 Error Style not defined
104. ng on whether the report is a daily report a weekly report or a monthly report Configure Daily Report t Configure Daily Report Save Use Vv Report Times oo log GES z 45 z Use Check this option to use a daily report Report Times Set the time period for which the report should be created 42 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Configure Weekly Report Configure Weekly Report Use M Starting Day Sunday z Use Check this option to use a weekly report Starting Day Specify the start day of the weekly report The report will be generated between 00 00 and 01 00 On the next start day Configure Monthly Report Configure Monthly Report SAYE Use V Starting Day d Jou z Use Check this option to use a monthly report Starting Day Specify the start day of the monthly report The report will be generated between 00 00 and 01 00 On the next start day SAMSUNG Electronics Co Ltd 43 Error Style not defined Scheduled Report Item Setup You can create scheduled reports for trunks and UCD groups Check the Detail checkbox to view detailed statistics for each time zone Trunk Reports Detail M Trunk Call Statistics M M Inbound Trunk Call Statistics M M outbound Trunk Call Statistics M M Trunk Call Time S
105. nics Co Ltd Cause of end 79 Error Style not defined Trunk Abandoned Call List This menu allows you to verify the list of trunk abandoned calls Select the Trunk Abandoned Call List submenu of the Trunk menu Select the target time period from the execution options and click Query M Trunk Abandoned Call List ob Start 5 8 2005 fall o lag zl End 9 4 2005 13 las Query Summary Abandoned Calls 4 Abandoned Call List Number Start Time Trunk Inbound pp cus ele deg 1 9 4 2005 1 36 30 PM 7001 2034 2034 7001 0 00 01 2 9 4 2005 1 37 00 PM 7001 2033 2033 7001 0 00 02 3 9 4 2005 1 37 06 PM 7001 2032 2032 7001 0 00 01 4 9 4 2005 1 37 10 PM 7001 2034 2034 7001 0 00 02 Columns of the Total Summary table and Each Time table are described below Abandoned Calls Total number of abandoned calls Number Record number Start Time Start time Trunk Trunk phone number Inbound Inbound phone number DID DID number CLI CID Caller Identification number Abandoned Wait Waiting time of abandoned calls Time 80 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Station Statistics This section describes the statistics on stations of the OfficeServ system i Station Call Statistics This menu allows you to verify the overall statistics and the time based statistics on station calls
106. nt to point out information that must be read This information may be set off from the surrounding text but is always preceded by a bold title in capital letters CHECK CHECKPOINT y Provides the operator with checkpoints for stable system operation NOTE NOTE S Indicates additional information as a reference SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Reference OfficeServ 500 iDCS 500 System Description This document describes the main functions of OfficeServ 500 iDCS 500 and method of configuring its cabinets and boards OfficeServ 500 iDCS 500 Installation Manual This document describes the hardware of OfficeServ 500 iDCS 500 and method of installing the program OfficeServ 500 iDCS 500 Programming Manual This document describes the MMC list for system settings and method of MMC settings OfficeServ Link User s Guide This document describes the functions of OfficeServ Link and methods of installing and using the program Revision History EDITION DATE OF ISSUE REMARKS 00 10 2004 Original 01 01 2005 Image Update 02 04 2005 V1 0 0 2 03 08 2005 V1 1 0 0 SAMSUNG Electronics Co Ltd III Error Style not defined This page is intentionally left blank IV SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide TABLE OF CONTENTS INTRODUCTION l aeoo E E E E E A T Document Content and Organ
107. nus and windows of OfficeServ DataView Components of OfficeServ DataView OfficeServ DataView is configured with server modules such as Data Collector Data Manager and Scheduler as well as a web program that allows you to view data on monitoring and statistics E J i OfficeServ Link Si Config Client Data Collector Monitor Client Data Manager e INS Web Client ESS SAMSUNG Electronics Co Ltd 15 Error Style not defined You can view the data on monitoring or statistics provided by OfficeServ DataView through a web service provided by IIS Internet Information Server of Windows OS Operating System Scheduler Scheduler of OfficeServ DataView allows you to configure start or stop the server modules of OfficeServ DataView and to monitor the operation of OfficeServ DataView Scheduler verifies settings of time and scheduled report periodically and requests for creating a scheduled report Also Scheduler backs up a scheduled report Scheduler monitors size of database files and backs up the files Scheduler must be executed to perform the scheduled report function Select Start gt Programs gt OfficeServ DataView gt Scheduler to execute Scheduler Select Exit from the File menu or the system tray menus to quit Scheduler Then the Scheduler window will disappear However it does not mean that the program has ended and an icon is displayed in the system tray
108. o Out Time Time Ratio 1 1 22 79 75 0 0 59 15 0 25 53 0 00 45 0 00 58 94 9 36 0 D D D D D ol 0 0 0 7 Rows out out Call Talk fi S Trys Calls ers Time Time Out Ans Ratio Time Detail Outbound Internal Outbound External Time out Out Ee Call Talk Se E Se ans out out Ca Call Talk Se ae Ge Ans Trys Calls ers Time Time a is S Ratio Trys Calls ers Time Time K S Ratio Time Time Ratio Out Time Time Ratio 16 30 16 45 oj oj o 0 o n 17 00 on o o o o o o ad of of of o mue a ai 0l0 00 37 0 00 12 0 00 04 0 00 02 100 0 77 8 o o of o 5 9 0 D D D Di 0 0 EI 0 o D 0 o D 0 0 0 0 0 o o o o o 0 K A ojojo o o Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Outbound Internal Internal Outbound Outbound External External outbound Out Trys Number of outbound attempts Out Calls Number of successful outbound calls X fer Out Number of transfers Call Time Seizure duration Talk Time Call duration Avg Call Time Average seizure duration Call Time Calls Answered Avg Talk Time Average call duration Talk Time Calls Answered Out Call Ratio Outbound success ratio Outbound Calls Outbound Attempts 100 SAMSUNG Electronics
109. oard 2 12 Seege reines minette A ede Se ste 167 CHAPTER 6 Scheduled Report 171 Scheduled Report Window Layouts 171 CHAPTER 7 Troubleshooting 173 ODBC Version Error se E 173 I cannot open the monitoring pages 174 I cannot save the Scheduled Report options 176 I cannot add delete modify accounts si isnsssssnnnnnnnnnre 179 I cannot save Personalize configurations ss 181 I cannot save the exported excel report ssssssssesunnsnnunennnunnnnnnnenunnnnnunnnnnnnnnnnnnnnnnnn mnnn 182 VIII SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 ANNEX A Abbreviation 185 SAMSUNG Electronics Co Ltd IX OfficeServ DataView User Guide CHAPTER 1 Overview of OfficeServ DataView This chapter provides an overview of OfficeServ DataView and describes its functions and system requirements Overview of OfficeServ DataView OfficeServ DataView is a monitoring statistics application for OfficeServ and provides information on current system usage cumulative statistics on usage and system failures through web based user interfaces One of the monitoring and statistics functions can be selectively installed on OfficeServ DataView OfficeServ DataView has the following components the data collection module that analyzes the call events generated from the switching system the data processing module that calculates statistics on each item by using the collected data and saves the statistical data in the dat
110. of the Total Summary table and the Each Group table are described below Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of lines available Inbd Answers Number of inbound calls Calls In Queue Number of queued calls Calls Answered Number of calls answered Ans Ratio Response rate Number of calls answered Number of inbound calls 100 Calls to Group Number of Group Incoming calls Number Record Number Port Port Number Port Type Port type Port Status Port status Call Status Call status Duration Duration Phone Number Telephone number of the opposite party 164 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Wallboard This function is used for monitoring important Trunk UCD Status Data of the OfficeServ system Overall Data Go to Configuration gt Personalize gt Configure Wallboard to configure the wallboard contents and thresholds amp Overall Data e Interval fs sec z Stop Trunk Total Lines 186 Trunk Lines Out of Svc o Trunk Lines Avail 186 Trunk Busy 1 Trunk In Trys 1 Trunk Out Trys 0 Trunk Busy Ratio 0 5 Trunk Calls to Group 2 Trunk Longest Call Time UCD Agents RECH o UCD Logged In UCD Logged Out UCD Agents Busy UCD Busy Ratio 25 0 UCD Inbd Answers UCD Calls In Queue F UCD Calls Answered UCD Calls to Group 2 UCD Ans Calls to
111. on 83 Error Style not defined 84 Avg Inbd Call Time Average seizure duration of inbound calls Inbound Call Time Inbound Answers Avg Inbd Talk Average inbound call duration Time Inbound Talk Time Answered Calls Inbound Inbd Ratio Inbound success ratio Inbound Attempts Inbound Calls 100 Inbd Answer Ratio Inbound answer ratio Inbound Calls Answered Inbound Calls 100 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Outbound Station Call Statistics This menu allows you to verify the overall statistics and the time based statistics on station outbound calls Select the Outbound Station Call Statistics submenu of the Station menu Select the target time period from the execution options and click Query Fi Outbound Station Call Statistics Start 5 8 2005 9 30 End 9 4 2005 Elo 21502 intervalfi5m zl Query Summary Lin Outbd outbd D DN out outbd Total Lines Out Outbd Out Off Outbd Outbd Out Out Rows d Out of fi Call Talk Call Ans Lines Avail Trys Errors Calls Hook Answers Xfers y Call Talk i 3 Sve Time Time x A Ratio Ratio Time Time 22 326 283 43 83 8 75 25 27 0 1 00 07 0 25 53 0 00 43 0 00 58 90 4 36 0 Time Detail Lines Outbd outbd 9 V9 out outbd S Total Lines Out Outbd Out off Outbd Outbd Out Out Time t of R E Call Hostels sf Call
112. on 107 Error Style not defined i UCD Group Statistics Summary This menu allows you to verify the overall agent statistics and the group based statistics on UCD inbound calls Select the UCD Group Statistics Summary submenu of the UCD menu 108 Select the target time period from the execution options and click Query Bi UCD Group Statistics Summary SE startis7a 2008 EIS SSC s in A ENS gen Summary Total x fi Grp Call Fi Inbd Logi S it a po Calls In Calls Ans Conslts S es Ze tule SC Talk Time SEET Groups Agents Out Xfers Out Log Outs Xfers Ans Time Time 5 5 0 0 o o 0 0 24 45 00 o o Group Detail Group Group Max Calls In calls Cokek x fers ne call Forced Sieg Login Talk Consult Number Name Agents Seite El sxe Out pid Log Outs se Time Time Time Out Ans 5010 LOAN 2 H o o o 0 o o 3 30 00 H 0 5011 CREDIT 4 0 o 0 0 D D 0 7 00 00 0 0 5012 BANK 3 0 o 0 0 0 ol 0 5 15 00 0 0 5021 2 D o 0 0 0 D 0 4 30 00 0 0 5022 2 D H 0 0 D D 0 4 30 00 0 D Total Groups Number of groups Group Number Group number Group Name Name of a station group Blank if not available Max Agents Number of agents Calls In Number of inbound calls Calls Ans Number of calls answered Consults Number of consultation X fer Out Number of transfers Grp Call Xfers Out Number of group transfers Forced Log O
113. on Help mA w Log Database S Size Bytes Inn 2 w Average Growth 0 D Per Hour Bytes S The Log database file will be grow to 2GBs approximately in 994131 days ajnpayas Summary Database Size Bytes 159744 Backup Average Growth Per Hour Bytes Be The Summary database file will be grow to 2GBs approximately in 1091119 days SAMSUNG Electronics Co Ltd 17 Error Style not defined The database window displays the file size average growth per hour and estimated amount of time it will take for the database file size to reach the threshold value of the current call log database and statistical database Click Backup to back up and empty database If Data Manager runs the call log database and statistical database cannot be backed up Therefore you should stop the module first and then back up the module Click Backup The dialog box below will appear OfficeServ Dataview Back up Log Database Description blah blah blah Path Browse D wDataView bu mdb Cancel Enter a description of backup backup path and file name Then click OK 18 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Schedule Window Select the Schedule tab to manage the current settings of a scheduled report and a scheduled report file The Schedules frame displays information on the current scheduled report The Folder Informati
114. on frame displays information e g number of the files saved in a folder and total of file size on the folder where a scheduled report is saved SAMSUNG Electronics Co Ltd 19 Error Style not defined Click each report button of the Folder Information frame to back up or delete a scheduled report saved in a report folder OfficeServ DataView Scheduled Reports O EUTTON HTM O CHECKBOX HTM DIDATAGPID HIM O EVENTMGR HTM OLISTBOX HTM O GPTIONGRP HTM O FECORDSET HTM Select All OFS HTM Peset ORSNAVBAR HTM O TEXTBOX HTM Select a file you want to back up or delete and then click Backup or Delete If you want to back up a file the selected file will be deleted from the scheduled report folder and will be saved in the folder selected for backup Scheduler Menus File Menu Select Exit from the File menu to quit Scheduler Ze CHECK Scheduled Report Function Once Scheduler quits a scheduled report will not be created If you want to perform the scheduled report function Scheduler must be executed 20 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Configuration Menu The Configuration menu has the submenus as shown in the figure below Connection Database Log Records Operation Logs gt Preferences d Connection Select Connection Then the dialog box below will appear Connection Options Host Name Add
115. oned Wait Time Abandoned Calls Max Wait Time Maximum waiting duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Group Wait Time Statistics This menu allows you to verify the statistics on the distribution of UCD calls based on wait time and group Select the UCD Group Wait Time Statistics submenu of the UCD menu Select the target time period and type from the execution options and click Query Answer of Type is the waiting duration of an answered call and Abandon of Type is of an abandoned call UCD Group Wait Time Statistics xe Start l6 1 2005 Fe 302 end 9 4 2005 is 45 zl typefanswer zl Query Summary Total A Wait BE eme 25am sem asamp sacs asamp EY AA eet Groups Calls Time Time 3 2 o o o 0 o 0 ol 2 0 00 04 0 00 04 Group Detail Total Avg Wait Max Wait Group Group mE ioe I I T lt 20s lt 40s lt 60s lt 80s Te gt 120s Number Name Calls Time Time 5005 UCD 2 0 0 D D o 0 0 2 0 00 04 0 00 04 5021 o H 0 o D o o o 0 0 0 5022 o 0 0 0 o o o 0 0 0 0 Columns of the Total Summary table and Each Time table are described below Total Groups Number of groups Group Number Group Number Group Name Name of a station group Blank if not available lt 10s Number of waiting cases whose duration is less than or equal to 10 seconds lt
116. oup is busy 71 Error Style not defined Unknown Unknown 72 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Outbound Trunk Call Error Statistics This menu allows you to verify the overall statistics and the time based statistics on failed trunk outbound calls Select the Outbound Trunk Call Error Statistics submenu of the Trunk menu Select the target time period from the execution options and click Query Fi outbound Trunk Call Error Statistics IX Start 4 1 2005 lal 9 z 30 sl End 8 29 2005 io z 30 z Interval 15M Query Summary Rows Outbd Attempts Outbd Errors Outbd Error Ratio All Lines Busy Unknown 23 0 D D 0 0 Time Detail Time Outbd Attempts Outbd Errors Outbd Error Ratio All Lines Busy Unknown 5 9 16 30 0 0 D 0 0 16 45 0 0 D 0 0 17 00 0 0 0 Columns of the Total Summary table and Each Time table are described below Record Cnt Total number of records Time Time The first and last rows indicate detailed time Outbd Attempts Number of seizure attempts of outbound calls Outbd Error Number of failed outbound calls Outbd Error Ratio Outbound failure ratio Outbound Errors Outbound Attempts 100 All Lines Busy All lines are busy Unknown SAMSUNG Electronics Co Ltd Unknown Error Style not defined Trunk Group Call Statistics This menu allows you to verify the overall statistics a
117. ow Plug Out check box it will show plugged out trunk ports in the selected scope amp Trunk Port Status a F Show Plug Out Port 7000 8000 Interval 10 sec Start Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 1 7001 ISDN Trunk Normal 0 00 59 2035 lt G 2 7002 ISDN Trunk Normal 0 00 45 2036 lt GI 3 7003 ISDN Trunk Normal Idle 0 4 7004 ISDN Trunk Normal Idle o 5 7005 ISDN Trunk Normal Idle 0 Columns of the Total Summary table and the Each Group table are described below Number Record Number Port Port Number Port Type Port type Port Status Port status Call Status Call status Duration Duration Phone Number Telephone number of the opposite party Description Describe group calls gt G Group In lt G Group Out 148 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Trunk Port Status by Call Time This menu allows you to monitor the trunk port status for a selected time Select the Trunk Port Status by Call Time submenu of the Trunk menu Enter the range of trunk ports and select the duration of the trunk port and click Start amp Trunk Port Status by Call Time Port 7000 8000 Duration eise zl Interval Yio sec zl Start Port Detail Number Port Port Type Por
118. phone number of the opposite party 154 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Monitoring This function is used for monitoring the UCD status of the OfficeServ system UCD Group Call Status This menu allows you to monitor the overall status of UCD groups and the call status of a UCD group Select the UCD Group Call Status submenu of the UCD menu Click Start from the execution options to start the monitoring amp UCD Group Call Status r Interval 10 sec Start Summary I lis to I Total Groups Agents Logged In Inbd Answers Sale t Galli Selb RHE CAB ete gal Queue Answered Group Grp ns Ratio 3 7 7 2 1 1 2 1 50 0 Group Detail Group Group Inbd Calls In Calls Calls to Ans Calls to Group Call Agents Logged In 5 Number Name Answers Queue Answered Group Grp Ans Ratio 4 5003 5 5 0 D 0 0 0 0 5004 1 1 0 D 0 0 0 0 5005 UCD 2 2 1 1 2 1 50 0 Values in the Total Summary table can be different from the values in the Group Detail table because an agent may belong to several groups at the same time Columns of the Total Summary table and the Each Group table are described below Total Groups Total number of groups Group Number Group Number Agents Number of agents Logged In Number of agents logged in Inbd Answers Number of inbound calls Calls In Queue
119. ps Calls In Number of inbound calls Calls Ans Number of calls answered Consults Number of consultation SAMSUNG Electronics Co Ltd 111 Error Style not defined 112 X fers Out Number of transfers Grp Call Xfers Out Number of group transfers Forced Log Outs Number of forced logout cases Inbd Xfers Ans Number of transferred inbound calls answered Direct Calls Number of direct inbound calls Direct Calls Ans Number of direct inbound answers Outbd Calls Number of outbound calls Pick ups Number of calls picked up from other devices Conf s Number of conferences SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Agent Times Detailed Statistics This menu allows you to verify the time based statistics on calls of a specific agent Select the UCD Agent Times Detailed Statistics submenu of the UCD menu Select the target time period and agent from the execution options and click Query Fi UCD Agent Times Detailed Statistics start 2005 08 03 n 9 Joe End 2005 08 03 Is Zog imterval hour zl Agent 2005 Query Summary Agent Agent Agent Total Calls Calls Login Idle Ring D Hold Wrapup Consult ry SE Geng Name PIN Groups In ns Time Time Time A Time Time Time Se in a Time Time Time Time 2005 root 0900 1 0 0 8 00 00 8 00 00 D D D D D D o Di
120. raffic GE Sve wet Used mora One ime Time e A Ratio Ratio K Time Tim T 12 30 180 60 120 0 0 0 D 0 0 0 0 D 0 D 0 16 30 16 45 180 60 120 H 0 H RH o o o 0 H RH o H 17 00 180 en 120 a o o o ol ol 0 o 0 o o o 17 15 180 en 120 o o o o o o o 0 o o ol o Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines Max Lines Used Maximum number of lines used In Trys Number of seizure attempts of inbound calls Calls In Number of successful seizures of inbound calls Inbd Errors Number of inbound calls failed Inbd Answers Number of successful inbound calls Inbd Call Time Seizure duration of inbound calls Inbd Talk Time Inbound call duration Avg Inbd Call Time SAMSUNG Electronics Co Ltd Average seizure duration of inbound calls Inbound Call Time Inbound Answers 61 Error Style not defined 62 Avg Inbd Talk Average inbound call duration Inbound Talk Time Inbound Time Calls Inbd Call Ratio Seizure success ratio of inbound calls Inbound Attempts Inbound Calls 100 Inbd Ans Ratio Inbound call success ratio Inbound Calls Inbound Answers 100 Inbd Tr
121. rator menu Set the options in the execution options and click Query EI operator Group Call Breakdown B R Start 3 1 2005 9 lan zl End 2 4 2005 Em SE Intervalfism Query Summary Inbound Internal Inbound External Total E T x Rows Groups In Calls Calls y Call Talk Ay Inbd Ans In Calls Calls ne Call Talk ao SH Ans Trys In Ans ere Time Time Ratio Ratio Trys In Ans s Time Time i Ratio Ratio Out Out Time 25 1 1 um o o o o 100 0 nos of of of of of oj of o ol Time Detail Inbound Internal Inbound External e y S R r Group S a Time wuten In Calls Calls E Call Talk Inbd Ans In Calls Calls 2 Call Talk ae Inbd Ans Trys In Ans Sm Time Time 3 Ratio Ratio Trys In Ans GE Time Time ke Ratio Ratio Out Time Out Time 5000 0 0 0 0 0 0 0 0 0 0 D D D D D D D D 16 30 16 45 5000 0 o 0 0 0 0 0 0 0 0 0 D D D D D D o 17 00 5000 0 D 0 0 0 0 0 0 0 0 0 0 D D D D D o 17 15 5000 UU of o 0 o 0 100 0 0 0 0 0 0 0 0 0 0 0 o Columns of the Total Summary table and Each Time table are described below E Rows Total number of records Total Groups Number of groups Time Time The first and last rows display detailed time Group Number Group Number Inbound Internal Internal inbound Inbound External External inbound In Trys Number of requ
122. re Wallboard and display the following window Mark the values you want to monitor in the Wallboard put the threshold value to alarm and click Save Configure Wallboard Save Wallboard Item Minor Threshold Major Threshold MR Trunk Total Lines 100 Below 50 Below M Trunk Lines Out of Sve 20 Over 30 Over M Trunk Lines Avail 30 Below 10 Below Trunk Busy 10 Over 20 Over M Trunk In Trys 10 Over 20 Over M Trunk Out Trys 10 Over 20 Over M Trunk Busy Ratio 50 Over 70 Over M Trunk Calls to Group 10 Over 20 Over M Trunk Longest Call Time ei 10 s Over 20 s Over FN UCD Agents 20 Below 10 Below KR UCD Logged In 20 Below 5 Below E UCD Logged Out MIT over 20 Over MN UCD Agents Busy 10 Over 20 Over FN UcD Busy Ratio 50 Over 70 Over M UcD Inbd Answers 20 Over 30 Over M ucp Calls In Queue 20 Over 10 Over M UCD Calls Answered 20 Over 10 Over M UCD Calls to Group 20 Over 10 Over FN UCD Ans Calls to Grp 20 Over 10 Over MR UCD Group Call Ans Ratio 20 Below 10 Below M UCD Longest Talk Time s 30 s Over 70 s Over MN UCD Longest Wait Time ei 30 s Over 70 s Over
123. ress _____ our_dy_sry OfficeServ Link Connection IP Address 1000 Port No 6000 OfficeServ DataView Listen Port 6100 Each field is described below Host Name Enter the IP address of the PC where OfficeServ DataView is Address installed or the NetBIOS name If an invalid IP address or NetBIOS name is entered Data Manager cannot be connected to Data Collector and the home page of OfficeServ DataView will not be displayed properly OfficeServ Link Enter the IP address of OfficeServ Link and the port number for Connection connection If you are not aware of the port number contact the OfficeServ Link manager and enter a valid value SAMSUNG Electronics Co Ltd 21 Error Style not defined OfficeServ Specify a port to be connected to Data Manager If another DataView Listen application already uses Port Number 5001 on a computer where Port OfficeServ DataView is installed the default value 5001 should be changed to another value Database Select Database to enter information on database to be used in OfficeServ DataView You can select database you want from MDB Multimedia Database and SQL Server while installing OfficeServ DataView Required database options depend on database type CHECK Changes in Database Type Ze The database type selected while OfficeServ DataView setup cannot be changed SQL Server Select SQL Server from the Database
124. riod and agent from the execution options and click Query Fi UcD Agent Counts Detailed Statistics Ba start 2005 08 03 9 lan End 2005 08 05 0 a7 2 00 Interval Hour zl Agent 2005 Query Summary Agent Agent A Total Calls Call f SH E eg e JE Sen gent pre SS aa Conslts AVES Se Log xfers Le Calls Si E Canf s Name PIN Groups In Ans In xfers Calls Calls ups Outs Ans Ans a 4 4 4 e a ot 2005 root 0000 1 o o oj o ol o o a H o d o Time Detail Total _ Calls X fers e EE Direct pie Outbd Time Calls In Consits fers Log Xfers Calls Pick ups Conf s Groups Ans In Calls Calls Qut Outs Ans Ans gerne 1 0 ii D D D D 0 D D D oj 0 10 00 A H 11 00 d o o ol o 0 0 0 oj o o ol o 12 00 1 0j D D oj Di D D 0 D oj o D 13 00 A D o H o o o o o o ol H oj 14 00 d o ol o n o o o o o o o ol aso Aw a a d d dv y na d d a o a d d d o d o d o d of d o 17 00 1 H H o o o H o o H 0 D o Columns of the Total Summary table and Each Time table are described below Agent Agent Number Agent Name Name of an agent If an agent PIN is in use then it will be agent PIN name assigned in Add Agent PIN configuration page If PIN is no in use it would be the station name Blank if name is not configured Agent PIN PIN used when log on Total Groups Number of grou
125. rt Scheduling Miscellaneous Personalize Locate the mouse pointer on each main menu Then the sub menus will appear For detailed information on monitoring and statistics see Chapter 4 to Chapter 5 of this document Each sub menu of Configuration is described in next section Configuration SAMSUNG Electronics Co Ltd 35 Error Style not defined Configuration The Configuration menu of OfficeServ DataView has the submenus of User System Info Scheduled Report and Personalize User This menu allows you to retrieve the user list of OfficeServ DataView and to add or delete a user Also you can modify user information or searches a specific user by using this menu If the selected list has multiple pages click lt First lt Prev Next gt or Last gt to move from a page to another View Users Select View Users Then list of the registered OfficeServ Data View users will appear as shown in the figure below 1 1 Number Login ID User Name User Level Phone E Mail Language 1 admin Administrator Administrator English U S 2 wallboard wallboard User English U s 3 shlee Lee Sanghee Administrator 4352 shlee samsung com Korean ee Ta N Add User Select Add User Then the window that allows you to add a user to the user list will appear as shown in the figure below Add Reset User Name assidu J Login ID shlee Login Password Ek Phone
126. s lt 60s lt 90s I aem aaan laaa a aa soem aa aa Te e Calls Time 5 9 o o 0 o o o 0 o o 0 ol o 16 30 o 16 45 o 0 ol 0 o o 0 o o o 0 o o 17 00 a o o o o o o 0 o o 0 a o os o 0 o o o 0 0 o 0 0 0 o 0 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time lt 30s Number of inbound calls whose duration is less than or equal to 30 seconds lt 60s Number of inbound calls whose duration is less than or equal to 60 seconds lt 90s Number of inbound calls whose duration is less than or equal to 90 seconds lt 2m Number of inbound calls whose duration is less than or equal to 2 minutes lt 3m Number of inbound calls whose duration is less than or equal to 3 minutes lt 4m Number of inbound calls whose duration is less than or equal to 4 minutes lt 5m SAMSUNG Electronics Co Ltd Number of inbound calls whose duration is less than or equal to 5 minutes 67 Error Style not defined 68 lt 10m Number of inbound calls whose duration is less than or equal to 10 minutes lt 20 m Number of inbound calls whose duration is less than or equal to 20 minutes lt 30 m Number of inbound calls whose duration is less than or equal to 30 minutes gt 30m Number of inbo
127. s Call Talk Answer Lines Avail In Errors In Ans Answers Xfers e s Call Talk Ratio Gj Sve Time Time 8 5 Ratio Time Time 22 326 283 43 79 75 4 27 48 0 0 29 20 0 28 01 0 00 23 0 01 02 94 9 36 0 Time Detail Avg Avg Lines Inbd Inbd Inbd 3 Total Lines Calls Inbd Calls No Inbd Inbd Inbd Inbd Time 2 Out of In Trys Call Talk Answer Lines Avail In Errors In Ans Answers Xfers z z Call Talk Ratio 2 Sve Time Time 2 Ratio Time Time 5 9 198 172 26 0 D 0 0 D 0 0 D 0 0 0 0 16 30 16 45 198 172 26 0 o o o a o o o o o 0 o 17 00 198 172 26 0 o o o o o o 0 o o 0 o 17 15 198 172 26 9 9 a 7 2 0 0 00 37 0 00 12 0 00 04 0 00 02 100 0 77 8 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time Total Lines Total number of lines Lines Out of Svc Number of faulty lines Lines Avail Number of available lines In Trys Number of inbound requests Calls In Number of successful inbound calls Inbd Errors Number of inbound calls failed Calls In Ans Number of answered inbound calls No Answers Number of unanswered inbound calls Inbd Xfers Number of inbound transfers Inbd Call Time Number of seizure duration of inbound calls Inbd Talk Time SAMSUNG Electronics Co Ltd Inbound call durati
128. s z Interval 15M z Query Summary Avg Ports Short Avg Rows Total ER Ports In Inbd Calls Inbd Short xfer xfer Actual Call Call a Short Call xfer Ports Avail Trys Errors In Xfers Calls Attempts Errors Xfers Time A Call Ratio Ratio Svc Time Time Time 16 4 0 4 D D 0 ol D 0 0 ol 0 0 D 0 0 D Time Detail T ji T ji T Avg Ports Short Avg Time Total Out of Ports In Inbd Calls Inbd Short xfer xfer Actual Call Call Ge Short Call xfer Ports Avail Trys Errors In Xfers Calls Attempts Errors Xfers Time _ E Call Ratio Ratio Sve Time Time 8 Time 4 SC D 0 o 0 D D 0 D 0 0 D 0 0 D D 0 D 16 30 16 45 D 0 D D o 0 d D 0 0 ol 0 0 D 0 0 D d 1 17 00 D 0 D D 0 0 D 0 0 D 0 0 D 0 0 D 17 15 0 H o 0 o H o 0 o o 0 H H 0 H H 0 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows display detailed time Total Ports Total number of ports Ports Out of Svc Number of faulty ports Port Avail Number of ports available In Trys Number of required inbound calls Inbd Errors Number of successful inbound calls Calls In Number of inbound transfer calls Inbd Xfers Number of required transfer SAMSUNG Electronics Co Ltd 133 Error Style not defined Short
129. t Explorer and enter the following in the address bar to view the home page of OfficeServ DataView Then press Enter Enter the IP address of the PC where OfficeServ DataView is installed or the NetBIOS Network Basic Input Output System name instead of 127 0 0 1 Enter the web address of OfficeServ Data View correctly and press Enter Then the home page of OfficeServ DataView that can be logged in will appear as shown in the figure below eke OfficeServ DataView 10 Password DataView Copyright C 2004 Samsung Electronics Co Ltd SAMSUNG Electronics Co Ltd 33 Error Style not defined 34 If you use OfficeServ DataView for the first time enter the administrator ID provided by default and password Enter admin in ID and samsung in PWD abe OfficeServ DataView Ip admin Password DataView Copynohtic 2004 Samsung Electronics Co itd If login is successful select one of the menus at the left of the window to perform a function of OfficeServ DataView SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Menus The main menus of the OfficeServ DataView home page are shown in the figure below d Statistics Trunk Station UCD Operator Miscellaneous Scheduled Reports a Monitoring Trunk Station UCD Miscellaneous WallBoard isk Configuration User Management Server Information Repo
130. t Status Call Status Duration Phone Number Description 2 7001 ISDN Trunk Normal 0 02 13 2035 lt G 3 7002 ISDN Trunk Normal 0 01 59 2036 lt G 4 7031 ISDN Trunk Normal 0 02 13 2033 gt G Columns of the Total Summary table and the Each Group table are described below Number Record Number Port Port Number Port Type Port type Port Status Port status Call Status Call status Duration Duration Phone Number SAMSUNG Electronics Co Ltd Telephone number of the opposite party 149 Error Style not defined Station Monitoring This function is used for monitoring the station status of the OfficeServ system Station Group Status This menu allows you to monitor the overall status of station groups and the status of each group Select the Station Group Status submenu of the Station menu Click Start from the execution options to start the monitoring ES Station Group Status Interval d n sec z Start Summary Total Groups Total Lines Ze Lines Avail Agents Busy In Trys Out Trys Busy Ratio gasis Sve Group 3 22 o 22 2 1 1 91 o Group Detail Bue Seep Total Lines Dee ui af Lines Avail RH In Trys Out Trys Busy Ratio Sib Number Name Sve Busy Group 5000 2 o a 4 1 o 500 o 5001 10 Io an 0 o 0 00 o 5002 5 D 5 D 0 0 0 0 0 Values in the Total Summary table can be
131. t Time Consultation duration Direct Call Time Direct inbound call duration Outbd Talk Time Outbound call duration Pickup Call Time Pickup call duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 l UCD Call Time Statistics This menu allows you to verify the statistics on the distribution of UCD calls based on call duration and time zone Select the UCD Call Time Statistics submenu of the UCD menu Select the target time period from the execution options and click Query Fi UCD Call Time Statistics Start 9 1 2005 9 lan End f974 2005 II fis 452 interval fism Query Summary 4vg Talk M Il Rows lt 1m lt 2m lt 3m lt 4m lt 5m lt 6m gt 6m Total Calls Y9 S e E Time Time 2 2 o o o ol o 0 2 0 00 04 0 00 07 Time Detail Time lt im lt 2m lt 3m lt 4m lt 5m lt 6m gt Gm Total Calls WE H Max 21 Time Time 9 4 13 30 0 0 o 0 0 0 0 0 o 0 le Se S Al Sei A Sn 13 45 2 0 ol 0 D 0 0 d 0 00 04 0 00 07 Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first and last rows indicate detailed time lt lt 1m Number of calls whose duration is less than or equal to 1 minute lt 2 m Number of calls whose duration is less than or equal to 2 minutes lt 3m Number of calls whose duration is l
132. t all Microsoft Excel Worksheet files click Advanced Advanced Cancel Apply When the Edit File Type dialog open clear this option Browse in same window SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 a Microsoft Excel Worksheet Change Icon Actions New Edit Remove Set Default V Confirm open after download I Always show extension D Browse in same window o Whenever you export a report into Excel you will see the download warning File Download D xl Gi Some files can harm your computer If the file information below s looks suspicious or you do not fully trust the source do not open or save this file File name ucdGroupln xls File type Microsoft Excel Worksheet From 165 213 117 49 Would you like to open the file or save it to your computer Open Cancel More Info MV Always ask before opening this type of file If you don t want to see the file download warning anymore clear this option Confirm open after download SAMSUNG Electronics Co Ltd 57 Error Style not defined Execution Option Setup 58 The From To option is used for setting the scope of data to be retrieved and the Each option is used for setting the data to be displayed on each row of the Each Time table Additional options may be provided depending on the statistics item Start 2005 07 01 E Es 2 00 End 2005 08
133. tatistics M M Inbound Trunk Call Time Statistics M M outbound Trunk Call Time Statistics Vv M Inbound Trunk Call Error Statistics Vv M outbound Trunk Call Error Statistics Vv M Trunk Group Call Statistics Vv M Trunk Abandoned Call List Vv UCD Reports Detail M UcD Call Statistics Vv M UCD Group Call Statistics Vv M uco Agent Statistics Summary M M uco Group Statistics Summary M M UCD Call Time Statistics Vv M UCD Group Call Time Statistics Vv M UCD Wait Time Statistics Vv M UCD Group Wait Time Statistics M 44 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Personalize You can personalize the user environment such as skin and language Skin refers to graphic or audio files used for changing the shape of a game character or a UI User Interface to one that is preferred by the user Select Skin Select Personalize gt Select Skin and display the following window Select a skin and click Save k Select Skin Save Ki DataView i OfficeServ Dataview O E iceServ DataView Winter Ocean Blue C Select Language Select Personalize gt Select Language and display the following window Select your language from the combo box and click Save Zi Select Language Save Select Language English u s z SAMSUNG Electronics Co Ltd 45 Error Style not defined Configure Wallboard Select Personalize gt Configu
134. tbound Attempts 100 Outbd Ans Ratio Outbound call ratio Outbound Calls Outbound Answers 100 86 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 i Inbound Station Call Breakdown This menu allows you to verify the overall statistics and the time based statistics on station inbound calls in detail Select the Inbound Station Call Breakdown submenu of the Station menu Select the target time period from the execution options and click Query M Inbound Station Call Breakdown E EI Start 5 8 2005 IS 9 Jl z End 9 4 2005 E 10 30 Interval 15M cl Query Summary Inbound Internal Inbound External Rows In Calls Calls ny Call Talk Di Inbd Ans In Calls Calls Ge Call Talk Se Inbd Ans Trys In Ans ors Time Time K Ratio Ratio Trys In Ans ors Time Time A Ratio Ratio Out Time Out Time 22 79 75 27 0 0 29 20 0 28 01 0 01 02 94 9 36 0 D 0 0 D D D D 0 0 Time Detail Inbound Internal Inbound External Time In Calls Calls a Call Talk sa Inbd Ans In Calls Calls Se Call Talk se Inbd Ans Trys In Ans ers Time Time 3 Ratio Ratio Trys In Ans i Time Time Ratio Ratio Out Time Out Time de 0 D D 0 o d 0 ol o D 0 0 0 0 0 0 0 0 16 30 16 45 nn of o n ol o o o of of of of of of of of o 17 00 of of o o o o o o o of of of of of of of of o 17 15 9 9 7 0 0 00 37 0 00 12 0 00 02 100 0 77 8 D 0
135. ted excel report 182 Symptom When you export a report into excel it is open with the internet explorer without any menu or toolbar Cause The XLS file is set to be open in the same window that is opening the XLS file Resolution Open the Windows Explorer and select Tools gt Folder Option The select the File Types tab select XLS from the Registered file types list and click the Advanced button General View File Types Offline Files Registered file types Extensions File Types Al Microsoft Excel 5 0 DialogSheet Microsoft Office Excel Backup File Microsoft Office Excel XLL Add In Microsoft Excel 4 0 Macro d oft Excel Worksheet Microsoft Office Excel HTML Document cl EE MUTMI EI E x New Delete r Details for LS extension Opens with E Microsoft Office Excel Change Files with extension GG are of type Microsoft Excel Worksheet To change settings that affect all Microsoft Excel Worksheet files click Advanced Advanced SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 When the Edit File Type dialog open clear this option Browse in same window Edit File Type WS dl EA Microsoft Excel Worksheet SAMSUNG Electronics Co Ltd 183 OfficeServ DataView User Guide ANNEX A Abbreviation AA CID COM CPU DB DID DND DOD LED NetBIOS SAMSUNG El
136. tics function of the OfficeServ DataView Web page Statistics Window Layout You can use the statistics function after connecting and logging in to the OfficeServ DataView homepage The general layout of a statistics window is shown below Page Title Execution Options Additional Menus Fi Trunk Call Statistics Je 10 sllzn el Interwatlieng Summary e A Call Actual Failed Calls Pick Retri Call H call Ans S Talk Traffi Attempts Calls Calls Answered evals Time 3 z Ratio Ratio 81 D 0 0 D 0 0 Time Detail Call Actual Failed Calls Pick Retri Call E Call Ans Attempts Calls Calls Answered ups evals Time doe Ratio Ratio Tain Detailed Results Summary SAMSUNG Electronics Co Ltd 51 Error Style not defined Page Title The selected submenu is displayed as the title Additional Menus The two menus below are provided as additional menus Refer to the Additional Menu section of this chapter for detailed descriptions Print the report Export the report into the Microsoft Excel Execution Options This section of the window allows you to set a statistics option and to start or stop the statistics process The From To option is applied to all statistics pages and additional options may be provided depending on the statistics item Refer to the Execution Option Setup section of this chapter Sum
137. tio Call rate Number of busy agents Number of agents logged in 100 156 SAMSUNG Electronics Co Lid OfficeServ DataView User Guide Ed 003 UCD Agent Status This menu allows you to monitor the status of a UCD group and the status of agents assigned to the UCD group Select the UCD Agent Status submenu of the UCD menu Click Start from the execution options amp UCD Agent Status ta F Show Plug Log Out Interval fs sec z Group 5021 _ Stop Summary Group Number Group Name Agents LoggedIn Logged Out Agents Busy Busy Ratio 5021 4 3 1 1 33 3 Agent Detail 7 Agere Agent State Call Status Duration Ge Name Number Number Port Port Status Agent PIN 2 2004 Plug Out Login Idle o 3 2005 Normal 1000 nn Login Idle D Ringing Connected In WH Connected Out Er On Hold If you mark the Show Plug Out check box it will show plugged out trunk ports in the selected scope The record will be colored accoring to the agent call status Columns of the Total Summary table and the Each Group table are described below mmm pm Group Number Selected Group Number Group Name Selected Group Name Agents Number of agents Logged In Number of agents logged in Logged Out Number of agents logged out Agents Busy Number of busy agents Busy Ratio Call rate Number of busy agents Number of agents logged in 100
138. ts Group Number UCD Group Tel Group Name UCD Group Name Logged In Number of agents logged in Logged Out Number of agents logged out Agents Busy Number of busy agents Busy Ratio Call rate Number of busy agents Number of agents logged in 100 Port Agent Tel Number Port Status Port status Agent PIN PIN used when log on SAMSUNG Electronics Co Ltd 159 Error Style not defined 160 Agent Name Agent PIN name assigned in Add Agent PIN configuration page Agent Status Agent status Call Status Call status Duration Duration Phone Number Telephone number of the opposite party SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Miscellaneous This function is used for monitoring miscellaneous statuses of the OfficeServ system Operator Group Status This menu allows you to monitor an operator group status Select the Operator Group Status submenu of the Miscellaneous menu Click Start from the execution options to start the monitoring ES Operator Group Status Ring Plan 1 Group 5000 Interval Je sec z Summary Lines Out of r 3 Total Lines S Lines Avail Inbd Answers Calls In Queue Calls Answered Ans Ratio Calls to Group ve 2 0 2 0 o o o o Port Detail Number Port Port Type Port Status Call Status Duration Phone Number Description 1 2033 Digital Station Normal Idle 0 2 2034 Digital Station Normal Idle o
139. und calls whose duration is greater than 30 minutes Total Calls Total number of inbound calls Max Call Time Maximum inbound call duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Outbound Trunk Call Time Statistics This menu allows you to verify the statistics on the distribution of trunk outbound calls based on call duration and time zone Select the Outbound Trunk Call Time Statistics submenu of the Trunk menu Select the target time period from the execution options and click Query Fi Outbound Trunk Call Time Statistics Start 4 1 2005 fal 9 30 2 End 8 29 2005 10 30 zl Interval fism Query Summary Total Max Call Calls Time 23 o o o 0 0 o o o o o o o o Rows lt 30s lt 60s lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m Time Detail Total Max Call Calls Time 5 9 Time lt 30s lt 60s lt 90s lt 2m lt 3m lt 4m lt 5m lt 10m lt 20m lt 30m gt 30m EE o o o ol o o o o ol d o o o 16 45 o o o o 0 o o o o o 0 o o 17 00 a a o o o o o o o o o o o 17 15 o o o 0 o o o o 0 o o o o Columns of the Total Summary table and Each Time table are described below Rows Total number of records Time Time The first
140. ung Electronics OfficeServ DataView DB OfficeServySum mdb Original Current Log DB Current Summary DB Backed up Log DB Path amp Name Created Date Description C Program Files Samsung Electronics OfficeServ 2005 01 04 24 Prater DataView DB 20050104LogBackUp mdb 10 01 54 Backed up Summary DB Path amp Name Created Date Description Oc d i j 2005 01 04 2A C Program Files Samsung Electronics OfficeServ ae 20050104SumBackUp DataView DB 20050104SumBackUp mdb In order to view a statistics report on a backed up DB select a DB and click Register Connecting to a changed DB is valid only during the current session If you log out and log in again you will be connected to the default DB without affecting other users 40 SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 Trunk Group Information This menu is used for displaying information on trunk groups configured in the OfficeServ system Trunk Group Information Group NO Group Member List 7068 7067 7066 7065 7064 7063 7062 7061 7060 7059 7058 7057 7056 7055 7054 7053 7052 7051 7050 7049 7048 7047 7046 7045 7044 7043 7042 7041 7040 7039 7038 7037 7036 7035 7034 7033 7032 7031 7030 7029 7028 7027 7026 7025 7024 7023 7022 7021 7020 7019 7016 7017 7016 7015 7014 7013 7012 7011 7010 7009 7008 7007 7006 7005 7004 7003 7002 7
141. use Caller ID Inbound 2035 5 2009 sens 3 4 2009 0 00 06 0 00 03 Consult Answered 1 20 23 PM 1 20 26 PM 1 20 29 PM Outbound 2034 9 4 2005 9 4 2005 0 00 04 O Primary Ringing 1 20 31 PM 1 20 35 PM Outbound 2034 9 4 2005 9 4 2005 0 00 02 0 Primary Ringing 1 20 38 PM 1 20 40 PM d A RR Outbound 2034 9 4 2005 9 4 2005 0 00 03 D Primary Ringing 1 20 42 PM 1 20 45 PM Columns of the Total Summary table and Each Time table are described below ES Station Station phone number Total Calls Number of seizures Failed Calls Number of failures Abandoned Calls Number of calls hung up while ringing Completed Calls Number of successful calls Ans Ratio Call success ratio Total Calls Call Attempts 100 Type Inbound Outbound External External number Number Caller ID Phone Phone number Call Start Time Seizure start time Call Answered Call start time Time SAMSUNG Electronics Co Ltd 99 Error Style not defined 100 Call End Time Seizure end time Call Time Seizure duration Talk Time Call duration Call Type Call type Primary Recall Callback Overflow Consultation Transfer Conference Unknown Completion Status End status Fail Hook Off Ring Connected Queuing External Outbound External Answer Completion Cause Cause of end SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Statistics This sectio
142. uts Number of forced logout cases Inbd Xfers Ans Number of transferred inbound calls answered Login Time Login time Talk Time Call duration Consult Time Consultation duration SAMSUNG Electronics Co Ltd OfficeServ DataView User Guide Ed 003 UCD Agent Statistics by Group This menu allows you to verify the overall agent statistics and the agent based statistics on UCD inbound calls of a specific UCD group Select the UCD Agent Statistics by Group submenu of the UCD menu Select the target time period and UCD group from the execution options and click Query Fi UCD Agent Statistics by Group BR Start 2005 08 14 SIE 30 zl End 2005 08 14 ls 00 Group 5021 2 Query Summary G TP Forced Inbd Calls Calls X fers Call Login Idle Ring Talk Hold Wrapup Consult Agents Consits Log Xfers A x x In Ans In xfers Time Time Time Time Time Time Time Outs Ans Out 5 2 o 0 0 o 3 0 0 37 11 0 37 11 0 o o ol o Group Detail Grp Agent Agent Agent Calls Calls RE Call EE Login Idle Ring Talk Hold Wrapup Consult g Et IConsits fers Log iers Bice 7 S S Name PIN In Ans fers Time Time Time Time Time Time Time In Outs Ans Out 2001 1l 0 D D D 0 0 0 15 00 0 15 00 0 0 D D o 2002 0 Q 0 D o 1 0 0 06 56 0 06 56 0 0 D 0 D 2003 1 0 D D 0 1 0 0 07 30 0 07 30 0 D D o 0 2004 o o o o o of o o o of of o n o
143. vides information on the main and detailed functions of OfficeServ DataView and describes how to install and use OfficeServ Data View Document Content and Organization This guide consists of 8 chapters and 1 annexes as follows CHAPTER 1 Overview of OfficeServ DataView This chapter provides an overview of OfficeServ DataView and its functions CHAPTER 2 OfficeServ DataView Installation This chapter provides information on checkpoints and an action that needs to be performed before installing OfficeServ DataView and describes how to install the system CHAPTER 3 OfficeServ DataView Menus This chapter describes the components and settings of OfficeServ Data View and method of using this program CHAPTER 4 Statistics This chapter describes the OfficeServ statistics function supported by OfficeServ DataView SAMSUNG Electronics Co Ltd l Error Style not defined CHAPTER 5 Monitoring This chapter describes the OfficeServ system monitoring function supported by OfficeServ DataView CHAPTER 6 Scheduled Report This chapter describes the daily weekly monthly scheduled report function supported by OfficeServ DataView CHAPTER 7 Troubleshooting This chapter describes how to troubleshoot the problems that may occur while installing or using OfficeServ DataView ANNEX A Abbreviation Describes the acronyms used in this guide Conventions The following special paragraphs are used in this docume

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