GTE Omni Si Database Technical Practices Manual

							TL-130200-1001
FADS, CAS Main/ACD8.2.2 Once the user accesses the CAS Main/A0 Supervisor
TransactionsOptions Menu (transaction 
83), additional menus and sub-menus are available by entering the correct transaction number.
These transactions, along with required Security Level, are listed
below.
FADS, CAS 
Main/ACB Recent Change Transactions
CATEGORYSECURITY 
TRANS-TRANSACTION.~.LEVELACTION #
FADS
- - -1
.- -1-
- -1_
- -1-
- -1-
- -1-
- _ -1
- -1-
-2- --
-2- __
45 -
-2- --
- -2-
_ - -2
CAS 
Main/ACDSupervisory
Recent Change
- -1-
- -1-
- _ -1
-2- --
-2- --
-2- -
2- - -
- -2-
-l- -
- - -1
- -1-
91
92
95
96
93
98
94
77
78
79
72
74
75
76
48
41
42
43
44
45
46
47
71
55
56A-C-D-S
52108187Real-Time Agent Status Display
Real-Time System Status Display
System Status Report
CAS 
Main/ACD Source Group Report
Agent Status Report
Trend Report
CAS 
Main/ACD Source Group Calls
Report
Display All FADS Options
Change FADS Collection Period
Change FADS Automatic Dump Period
Change FADS Automatic Dump
Selections
Change FADS Data Collection Start Time
Initiate a Trend Report
Cancel a Trend Report
Display Status of Agent Positions
Display Status of Agent Positions by Agent
Group
Display Night Destination of Agent Groups
Change the Group/Supervisor of an Agent
Position
Change the State of an Agent Position
Change the Night Destination of an Agent
Group
Add an Agent Group
Delete an Agent Group
Display/Change FADS Delay Timing
Display Breakdown of all CAS Main/ ACD
Trunks by Trunk Numbers
Display Breakdown of all CAS Main/ ACD
Trunks by Agent Group
M-285 
						

							TL-130200-1001.~.- --1
-2- -FADS, CAS 
~ai~/~C~ Recent Change Transactions
(Continued)
-. .._:._CATEGORYSECURITY 
TRANS-LEVELACTION #
A-C-D-S
51
52
-2- _
-2- -
- --158-2- -59- --167
- --168- --169
-2- -62-2-634 -64-2- _65
-2- -
- --181-2- -82- --186-2- -87
- --2
49
- --297- --184-2- -88M-286
818753
54
66Display all CAS 
MainlACD trunks with a
Specific Source
Change 
IS/OS state of a CAS Main/ACDTrunk
Change Source Group of a CAS Main/
ACD Trunk
Change Primary Destination for a Trunk
Group
Display Source Messages
Change a Specific Source Message
Display Trunk Number and Status of all
CAS 
Main/ACD R/ADisplay Delay Routing of all Agent Groups
Display Call Waiting Levels of all Agent
Groups
First Recorded ‘Announcement
Second Recorded Announcement
Delay or Repetition Timing
Change Alternate Routing of an Agent
Group
Change Call Waiting Levels for an
Agent Group.
Display a Repertory Dial Key Set
Change a Repertory Dial Key Set
Display Day/Night Mode
Change Day/Night Mode of an Agent
Group
Send Special Message
Send Unique Message
Display Special Message
Change a Special Message
5210 
						

							-.-- -TL-130200-1001
FADS Recent Change8.3 The Force Administration Data System (FADS) collects and
stores information for CAS Main and ACD agents, agent
groupsor the overall CAS Main/ACD system. Information is
stored in the form of reports which can be accessed through
FADS Recent Change transactions
. .The results of two of these reports 
- Real Time Agent Status
Display (transaction 91) and Real Time System Status Display(transaction 92) 
- occur on a real-time basis. This means that
information displayed exists at the present time and iscontinuously updated. Other reports contain information
collected over a specified time period. Periodic intervals are
selected by the user and range from 15, 30, 45, or 60 minutes.
Daily intervals are also selected by the user and range from 1, 4,
8, 12, or, 24 hours. A periodic report and a daily report can run
at the same time.
FADS Display Options8.4 The FADS Display Options Menu is accessed through the
MenuCAS Main/ACD Supervisor Options Menu. The following stepsare used to access the menu:
1. Select transaction 90 from the CAS Main/ACD Supervisor
Options Menu.
The system responds:
iIIFADS DISPLAY OPTIONS90 i
91)
92)
95)
96)
93)
98)
94)
63)
I
REAL TIME AGENT STATUS DISPLAYI
I
REAL TIME SYSTEM STATUS DISPLAYt
SYSTEM STATUS REPORTI
CAS MAIN/ACD SOURCE GROUP REPORTI
I
AGENT STATUS REPORTI
I
TREND REPORTI
CAS MAIN/ACD SOURCE GROUP CALLSII
GO TO CAS MAIN/ACD SUPERVISOR OPTIONS MENUI
I
I
II
IENTER TRANSACTION NUMBER-->IL-------------------------------------------------------------------.I2. Select the correct transaction or sub-menu.
52108187M-287 
						

							- -TL-130200-1001
FADS Display8.5 The following paragraphs describe transactions listed in the
TransactionsFADS Display Options Menu. The transactions listed here are
used to display FADS data for information purposes only.
Real-Time Agent
Status Display8.51 Real-Time Agent Status Display (transaction 91) lists
call-handling information for agents in agent groups
at the time of the display.
Agents are identified by their agentposition number. The header remains the same while contents is
updated to show the status of each agent during normal.~.operations.A CRT is required to display this transaction.
r---------------------------------------------------------------------------,IIREAL TfME AGENT STATUS91I
I
I12:02 08129179I
I
I
POSITIONHSTATEI
II
; GRPO1 
GRPl
: GRP2f GRP3
; GRP4
%2
013/B020/A
126/O
EE
014/B021/W
Et111/P
114/B
121/W127lW
003/A
015/B
: where; A Position is available for callsI B Agent is busy with an incoming call
I 0 Position is out of service; U Position is un-staffed; W A ent is in an after call work state
I PA?ET is being initializedi P Agent is using outgoing PABX service004/B
016/A
00%104/B005/B
017/B
%r
105/P
117/B
:%r
006/U
018/U
106/P
118/U007/B
107/B008/A
108/A
M-288
81875210 
						

							TL-130200-1001Real-Time System8.5.2 Real-Time System Status Display (transaction 92) lists the
Status Displayamount of activity in each agent group at the time of the display.
The header remains the same while contents is updated to show
system status during normal operations. A CRT is required to
display this transaction.
r----------------------_____-_-__----______-----------------------------------------l
; REAL TIME SYSTEM STATUS
I92I
I
II
II
_12:0208129179I
I
I
I
#AGT #..### DELTOTALMAXDELAYI
I
i GRPSTF BUSY WORK AVLOTG#2WAITMIN--SEC MODE i
10-12 8400 22l--O2DI
;1 -7.4030 00O-00DI
I 2 7 3031 00o--o0DI
I 3 8 3302 46l--l 5D:
I 4 12 8400 22l--O2D:
; 5 7 4030 00o--o0D;
I 6 7 3031 00o--o0DII 7 6 3300 46l--l 5D-;;TOTAL 66 321464 1216I
I
II
I whereI
I
I
I
! GRP= Agent group numberI
: # AGT STF= Number of agent positions staffedI
; # BUSY
I= Number of busy agentsII
;#WORK =Number of agents in work stateII
I#OTG =Number of agents in outgoing stateII
!#AVL= Number of available agentsI
I
I MAX DELAYI
I
iDEL#2 == Longest delayed call per agent group
I
Number of calls waiting for or received R/A #2I
I
; TOTAL WAIT= Total number of calls waitingII
;MODE =System mode, day or nightI
I
II
II
L----------------------------------------------------------------------------------~
System Status Report8.5.3 System Status Report (transaction 95) lists the amount of
incoming and outgoing calls on all CAS Main and ACD agent
groups over a period of time selected by the user. Before
information is displayed, the user selects Periodic Report with
collection periods of 15, 30, 45, or 60 minutes, or Daily Report
with collection periods of 
1, 4, 8, 12, or 24 hours.
r-------------------------------------------------------------------,III
ISYSTEM STATUS REPORTI95 i
III
A)PERIODIC REPORTI
II
IIIB)DAILY REPORTI
; ENTER THE LETTER OF THE DESIRED REPORT >A.I
I
L-------------------------------------------------------------------J
52108187M-289 
						

							-- -TL-130200-I 001
See Change FADS Periodic Data Report Collection Period
(transaction 78) to change time of Periodic Report, and Change
FADS Automatic Dump Period (transaction 79) to change time of
Daily Report.
r---------------------------‘-----------------------------------------,
i PERIOD 11:30/l 2:00
I
1 O/l O/79I
I
II
II1SYSTEM STATUS REPORT
I
I12:021 O/l O/79I
I
I
IAUGAUG AUG AUGI
i GRP POSCA#LLCA#LL CAL#LSN#D CA#LL CAL#L AUL ANS HNLD SUL iIIOFRD ANSANS DELABAN OUFL TIME TIME TIMEI
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1261482II 25565482019131767II 3440395
;
2014151571II 611112111127111171586
t
/TO;
440395320
14151571
5258858068842
10215121576
; ENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224) >
f whereI
I GRP - Agent group numbers
! AUG POS STF - Average positions staffed
f # CALL OFRD - Number of calls offered
I# CALLS ANS= Number of calls answered
: # CALL DEL =
;#2NDDEL =Number of calls delayed 
> ‘IX” seconds
! # CALL ABANNumber of calls receiving second announcement
= Number of calls abandoned
: # CALL OUFL= # of calls overflowed to an alternate group
: AUG AUL TIME= Average time available
! AUG ANS TIME = Average answer time per call
! AUG HNLD TIME
jSUL == Average handle time per call
Service level
iL-------------------------------------------------------------------,M-290
8f875210 
						

							-- -TL-130200-1001
CASACD Source8.5.4 The CASACD Source Group Report (transaction 96) lists
Group Reportthe amount of incoming trunk traffic from each source group
servicing agent groups over a period of time selected by the
user. Before information is displayed, the user selects Periodic
Reports with collection periods of 15, 30, 45, or 60 minutes, or
Daily Report with collection periods of 
I, 4, 8, 12, or 24 hours.
r------------------------__-________________------------------- - - - - - .I*-I
ICAS/ACD SOURCE GROUP REPORT96 i
I
IA) PERIODIC REPORT
I
II
II
IB) DAILY REPORT
tIIIENTER THE LETTER OF THE DESIRED REPORT >A.1
IL---_---____---_____------------------------------------------------A
r------------^-----__--_______-__---------------------------------------------,
iI
; PERIOD 11:30/l 2:001 O/l O/79PAGE 1I
III
ICAS/ACD SOURCE GROUP REPORT
I
I
12:021 O/l o/79II
tI
ISOURCE GRP#CALL #CALL #CALL #CALL %TIME%TlMEI
I
II
#/ IDOFRD ABANANSDELBUSY ATBIIf
654III
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1155110
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1I491II380I
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4dd
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j DO YOU WISH TO CONTINUE THIS DISPLAY > Y.I
I whereI
I # CALL OFRD =Number of calls offered to the system
; # CALL ABAN =Number of calls abandoned
;# CALL ANS =Number of calls answered
: # CALL DEL =Number of calls delayed
! % TIME BUSY =Percentage that a trunk is busy
; % TIME ATB =Percentage that all trunks are busy
i
__-__________-__-___---------------------------------------------------------J
52108187M-291 
						

							- -TL-130200-1001
I
r---‘----------‘----------‘------------------------------------------e------q
i PERIOD 11:30/l 2:00i1 O/l O/79PAGE 2I
I
II
IICAS/ACD SOURCE GROUP REPORTIII12:021 O/l o/79I
II
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ISOURCE GRP
#CALL #CALLII#/ ID
OFRD ABANI
I_.
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..I17/CALUMET1122.I
I18/EVANSTON861I-I19IGARY560
I.201.HAMMOND381IiI
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I31 
/ ivlT PROSPECT 341.
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ITOTAL
846
25110 1265 4
85858 1
564
49 1
37338 0
.3344dd
821
915102III
i ENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224) >I
I#CALL#CALL 
%TIME %TIMEANSDELBUSY
I
L---_----_,---------______,_____________----------------------------------,IM-292
81875210 
						

							TL-130200-1001Agent Status Report8.5.5 The Agent Status Report (transaction 93). lists call handlinginformation for individual agents in an agent group collected over
a period of time selected by the user.
; PERIOD1 l/30/1 2:001 O/l o/79I
I
I
AGENT STATUS REPORT93I_.12:02I
-I AGENT AGT # CALL AVG HNLD
1 O/l o/79
AVG BUSY AVG WORK AVG OTG
- :%TIME
; GROUP POS
.;AVL
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122”
123”
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47
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2:
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*AGENT(S) NOT STAFFED FOR ENTIRE COLLECTION PERIOD
i ENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224) >
i whereI
I AGT POS = Agent position
; # CALL HNLD =Number of calls handled
; AVG HNLD TIME= Average handle time for position
’ AVG BUSY TIME =
: AVG WORK TIMEAverage busy time for position
I AVG ox TIME =
= Average work time for position
i % TIME AVLAverage outgoing time for position
= Percentage of time position is available
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52108187M-293 
						

							 r- -TL-130200-1001
Trend Report8.5.6 The Trend Report (transaction 98) lists incoming call
information over a period of time by agent group to identifypossible call-handling trends. Collection periods are limited to
24 hours each, but these may be collected for up to seven days.
-..
r-------------------------------------------------------------------,I
I
ITREND REPORT98 ;
I12:02 08129179I!I
IGROUP #lSTART 08:OO 08/28/79END: 07:30 08/29/79 ;
! TIME AVG POS# CALL #CALL #CALL #CALL MAX DELAYSVL i
M-294
i PERIOD
/ 08:OO
; 08:30
; 09:oo
; 09:30
) 1o:oo
; 10:30
; 11:oo
; 11:30
; 12:oo
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; 13:oo
: 13:30
) 14:oo
I14:30
I 1500I
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OFRDDEL ABANOVFLMIN--SEC
23102
921oo--54
2489
61000--27
2678300oo--37
2910051000--23
2812382001--l 6
2812650100--24
2913130000--l 0
2614220000-09
27120810oo--47
2678200oo--07
2899100oo--04
2610741000--l 4
2511020000--08
2610540000--26
259410000--l 1lb
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; ENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224) >III
I wherei
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; AVG POS STF =
; #CALL OFRDAverage positions staffed= Number of calls received
; # CALL DEL =
! # CALL ABANNumber of calls delayed= Number of calls abandoned
! # CALL OVFL= Number of calls overflowed to an alternate
: MAX DEL =
; SVLLongest answer time= Service level
81875210