Mitel SX 200 DIGITAL Pabx General Descriptions Manual
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Station Message Detail Recording ACD Call Record Examples4.08Examples of typical SMDR call records are shown following. The column indication included with each example is not repeated for each message in a regular printout. System identifiers are not shown in the examples.ACD calls answered by Agents 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 08:41 00:00:08 TO01 002 P2123 01 011101CO Trunk 1 comes in on path 2123 and rings Agent Group 1. Call answered by Agent 1101 of Agent Group 1. 01234 56712345678901234567890123456789012345678901234567890123456789012345678901 07/01 08:44 00:00:14 TOO2 009 PO456 05 06 051515CO Trunk 2 comes in on path 456 and rings Agent Group 5 and overflows to Agent Group 6.Call answered by Agent 1515 of Agent Group 5. 012345.6712345678901234567890123456789012345678901234567890123456789012345678901 07/01 08:50 00:00:22 TOO3 012 P2324 01 02 021205CO Trunk 3 comes in on path 2324 and rings Agent Group 1 and overflows to Agent Group 2. Call answered by Agent 1205 of Agent Group 2. 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 08:52 00:00:05 TOO1 006 P2123 01 071703CO Trunk 1 comes in on path 2123 and rings Agent Group 1. Call answered by Agent 1703 of Agent Group 7 (via call pickup). 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:53 00:00:18 TOO3 005 P2324 01 02 02 1202x 1861CO Trunk 3 comes in on path 2324 and rings Agent Group 1 and overflows to Agent Group 2.Call answeredby Agent 1202 of Agent Group 2. Call transferred (unsupervised) by 1202 to 1861 (non-Agent).Page 31
SECTION MITL9109-094-221 -NA 01234567123456789012345678901234567890123456789012345678901234567890 12345678901 07/01 09:53 00:00:12 TO01 006 P2123 01 011103T 1515CO Trunk 1 comes in on path 2123 and rings Agent Group 1. Call answered by Agent 1103 of Agent Group I.1103 transferred (supervised) calI to Agent 1515. 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:54 0O:OO:lO TOO1 006 P2123 01 01IIOIT 1512 CO Trunk 1 comes in on path 2123 and rings Agent Group I. Call answered by . Agent 1101 of Agent Group 1.1101 transferred (supervised) call to path 456. Agent 1512 answered call. ACD calls answered by non-Agents 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:Ol 00:00:03 TOO1 004 P2123 01 002101CO Trunk 1 comes in on path 2123 and rings Agent Group 1. Call answered by extension 2101 (via call pickup). 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:02 0O:OO:lO TOO3 004 P2324 01 02 002678CO Trunk 3 comes in on path 2324 and rings Agent Group I. Call overflowed to Agent Group 2.Call answered by extension 2678. ACD calls abandoned 012 3456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:ll 0O:OO:lO TOO2 *** PO456 02 CO Trunk 2 comes in on path 456 and rings Agent Group 2. Call abandoned. Page 32
Station Message Detail Recording0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:14 00:00:14 TOO2 *** PO456 02 03 CO Trunk 2 comes in on path 456 and rings Agent Group 2. Call overflowed to Agent Group 3.Call abandoned. 012345 6712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:15 00:00:07 TOO2 *** PO456 CO Trunk 2 comes in on path 456 and the caller hung up in delay for r ingback,before the call is presented to the primary Agent Group. ACD calls interflowed 012345 6712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09: 04 00: 00: 14 TOO2 *** PO456 05 06 07 08 I CO Trunk 2 comes in on path 456 and rings Agent Group 5. Cal I overflows toAgent Groups 6, 7, 8 and is interflowed. Call dropped. 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/0109:0500:00:16TOO1***P232401020410I 07/0109:0500:00:02TOO10092311CO Trunk 1 comes in on path 2324.and rings Agent Group 1. Call overflows to Agent Groups 2, 4, IO and is interflowedto the attendant 2311. CC Trunk 1 rings 2311.Cal I answered by 2311. 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/0109:0700:00:26TOO2***PO4560506070812324 07/0109:0700:00:07TOO2008P232401011102CO Trunk 2 comes in on path 456 and rings Agent Group 5. Call overflows to AgentGroups6,7,8andisinterflowedtopath2324.CO Trunk 2 comes in on path 2324 and rings Agent Group 1. Call answered by Agent 1102 of Agent Group 1. Page 33
SECTION MITL9109-094-221 -NA Unsupervised transfer of calls to the ACD system Note:Each cal I generates two records. 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/0109:2000:00:22TOO3012P23240102021201X456 07/0109:200O:OO:lOTOO3004PO45605051501CO Trunk 3 comes in on path 2324 and rings Agent Group I. Call overflowed to Agent Group 2 and answeredby Agent 1201 of Agent Group 2.Agent 1201 then transferred the call to AC0 path 456. Trunk 3 comes in on path 456 and rings Agent Group 5. Call answered by Agent 1501 of Agent Group 5. 012345 6712345678901234567890123456789012345678901234567890123456789012345678901 07/0109:2200:00:04TOO3015P232401011101X456 07/0109:2200:00:02TOO3***PO45605CO Trunk 3 comes in on path 2324 and rings Agent Group 1. Call answered by Agent 1101 of Agent Group 1.Agent 1101 then transferred the call to AC0 path 456.Trunk 3 comes in on path 456 and rings Agent Group 5. Call abandoned. 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/0109:2400:00:04TOO70052324 07/0109:2400:00:05TOO7009P232401011104 CO Trunk 7 rings the attendant,the attendant answered the call and transferred it to ACD path 2324. Trunk 7 comes in on path 2324 and rings Agent Group 1. Ca I I answered by Agent 1104 of Agent Group 1. Page 34
Station Message Detail Recording0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/0109:2700:00:07TO080055220X2324 07/0109:2700:00:05TOO8009P232401011102 CO Trunk 8 rings extension 5220.Call answered by 5220 and is transferred to path 2324.Trunk 8 comes in on path 2324 and rings Agent Group 1. Call answered by Agent 1102 of Agent Group 1.Supervised transfer of calls to the AC0 system 012345671234567890123456789012345678901234567890123~567890123456789012345678901 07/01 09:51 0O:OO:lO TO13 0153201T 1201 CC Trunk 13ringsextension3201. CalI answered by 3201 (non-Agent).3201 dialed path456.Agent 1201answeredcall. 3201transferred CO Trunk 13 to 1201.0 .l23456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:54 00:00:14 TO08 *009 1104 CC Trunk 8 rings an attendant.Call answered by the attendant. The attendant dialed path 456.Call answered by Agent 1104.Attendant transferred CO Trunk 8 to 1104. 012345 6712345678901234567890123456789012345678901234567890123456789012345678901 07/01 b9:57 00:00:15 TOO3 010 P2324 01 011107T 1502 CG Trunk 3 comes in on path 2324 and rings Agent Group 1. Call answered by Agent1107 of Agent Group1.1107 dialedpath456.Agent1502answeredcall. 1107transferred CC Trunk 3to 1502. 0123456712345678901234567890123456789012345678901234567890123456789012345678901 07/01 09:58 00:00:12 TOO1 012 P2324 01 011101T 1606 CC Trunk 1 comes in on path 2324 and rings Agent Group 1. Call answered by Agent 1101 of AgentGroup 1.1101dialedAgent1606.Agent1606answeredcalland 1101 transferredCC Trunk 1 to1606. Page 35
Station Message Detail Recording 5. EXTERNAL DEVICES General5.01The data formatting of SMDR records is an integral part of the system which does not require additional hardware or hardware modification. installation is therefore simply a matter of connecting a compatible printer or terminal to the output port of the system. 5.02SMDR records are output from the SX-200 DIGITAL PABX in the standard RS-232 format. Any RS-232 compatible device can be connected directly to the system for the storage of records. Printer 5.03A summary of the parameters which must be available from an SMDR printer is as follows: l 132 character line length l300 baud to 9600 baud 0standard ASCII character set The baud rate of the SX-200 DIGITAL printer port is selectable from the Maintenance Terminal (refer to Section MITL9109-094-351-NA, RS-232 Maintenance Terminal). Ensure the baud rate of the printer match- es that selected at the Maintenance Terminal. Tape Machine 5.04Any tape machine which is capable of operating over an RS-232 interface can be connected to the SMDR output port of the SX-200 DIGITAL PABX. Cabling 5.05The printer or terminal should be located within 15.2 m (50 ft)of the SX-200 DIGITAL PABX. Failure to observe this precaution may cause the SMDR record to be corrupted. The printer or terminal can be connected directly to the RS-232 port. SMDR data is automati- cally routed to this port. Page 37
Station Message Detail Recording 6. SMDR PROGRAMMING AND CONTROL General6.01The operation of the SMDR feature is determined during initial installation of the system. Programming the SMDR feature is part of the System and Class of Service Options programming known collectively as Customer Data Entry (CDE). The operation can be modi- fied at any time by the maintenance person from the CDE terminal. Table 6-l shows the TRUNK SMDR options involved and Table 6-2 shows the DATA SMDR options involved. A brief description of these options is given below; a complete description of the CDE forms is given in Section MITL9109-094-210-NA, Customer Data Entry (CDE). For a record of an outgoing call to be generated, SMDR must be enabled in CDE Form 16, Trunk Groups. A device accessing a Trunk Group with SMDR enabled will generate an SMDR record unless the COS option “SMDR Does Not Apply” is enabled in that device’s Class of Service. TRUNK SMDR Programming Options 6.02The TRUNK SMDR programming options are as follows: lRecord Incoming Calls: This COS option enables SMDR for incoming trunk calls. lRecord Meter Pulses: This COS option causes meter pulses generated by the Central Office to be counted and then re- ported in the SMDR record. 0Drop Calls Less Than n Digits: When this COS option is en- abled, outgoing calls of less than n digits are not reported (where n is programmed to be between 0 and 11; 0 disables the option). 0Drop Incomplete Outgoing Calls: When this COS option is enabled, incomplete outgoing calls are not recorded. Note: If the call duration is less than the programmed value of the system timer, Psuedo Answer Supervision Timer, it shall be considered as an incomplete call. lExtended Record: When this COS option is enabled, the length of the SMDR record is extended from 80 to 88 columns. This allows the last four columns of 12-digit account codes and the System ID to be reported. lOverwrite Buffer: When this COS option is DISABLED and all SMDR buffers are in use, outgoing calls requiring SMDR will not be allowed. When ENABLED, the OLDEST SMDR buffer waiting to be printed will be overwritten with the new outgoing call SMDR information. Page 39
SECTION MITL9109-094-221 -NA 0Does Not Apply: When this COS option is enabled, no calls will be recorded for the Class of Service in which it is enabled. 0Indicate Long Calls: When this System option is enabled, calls of 5 minutes or longer are flagged in the SMDR record. l24 Hour Clock: When this System option is enabled, the start time within the SMDR record will be recorded in 24-hour for- mat; when disabled, the start time is recorded in 12-hour for- mat (p = pm). lACD Reports: This System option, when enabled, provides ACD information to be output to the reporting system as part of the SMDR reports. Notes:1. If the Overwrite Buffer option is disabled, and the SMDR buffers become full (for example, printer out of paper) outgoing calls are prohibited until the buffers are emptied. 2. For Modem Fooling, if the Record incoming Calls option is enabled, and the SMDR buffers become full, new incoming CO calls-will receive busy tone, and new incoming TIE DID or DISA trunks will receive reorder tone; these calls will not be accepted by the PABX. TABLE 6-1CDE-SELECTED SMDR CLASS OF SERVICE AND SYSTEM OPTIONS Option SMDR - SMDR Record Incoming Calls SMDR - Extended Record SMDR -Record Meter Pulses SMDR - Overwrite Buffer SMDR - Drop Calls