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INDeX Telephone System Requirements
INDeX Contact Centre Modules Page 91
Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)
If the directory numbers have not been named, then the terminology for the
directory numbers implemented in the INDeX Contact Centre Manager applications
is:
Agent – ACD Agent (XXXX*) – XXXX
Group – Agt Group (XXXX) – XXXX
Trunk Grp – Trunk GP (XXXX) – XXXX
Tie Line (Trunk) – Tie Line (XXXX) – XXXX
DPNSS (Trunk) – DPNSS (XXXX) – XXXX
DASS (Trunk) – DASS (XXXX) – XXXX
Alog (TWC) – Alog (TWC) (XXXX) – XXXX
Pilot (Trunk) – Pilot (XXXX) – XXXX
* Where XXXX is the directory number.
Group Reporting
When configuring the INDeX it is important to understand how calls are attributed to
groups on the Call Centre View, Wallboards and Report Manager.
INDeX-Net in the Contact Centre Environment
Staff Management is a LOCAL issue hence all real time and historic analysis for
teams will require local CCM’s.
Traffic Management is a GLOBAL issue. Therefore in an INDeX-Net configuration
calls waiting across an entire network (queued) are displayed on all Call Centre
View implementations across INDeX-Net.
Call Centre View and Wallboard Manager
The INDeX Call Centre View and Wallboard Manager products report on groups
directly derived from the INDeX Database. Agents and Trunks may be reported on
in as many groups as they are members of within the INDeX. It is important however
to understand how statistics for these groups are derived and it is important for the
user of the system to understand these reporting structures. These are defined
below
Call Totals and average durations for Groups are calculated by totalling the
statistics for the members of group. Should an agent or group be a member of
multiple groups, their call totals will appear in multiple groups.
Lost Calls are only attributed to the initial target agent group i.e. Initial INDeX ring
group. Lost calls are also attributed to Trunk Lines, Trunk Groups and Pilot
Numbers.
Agent Status Information for a group shows the number of agents or trunks within a
given group, which are in each state.
Agent Statistics for:
Calls Waiting, PCA, GOS, Longest Wait, LWait (Ans), L Wait (Lost),
Overflowed to/From statistics are only incremented for calls which are directly
presented to that agent group. That is they only increment where the agent
group is used for Call routing purposes.