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INDeX Telephone System Requirements
INDeX Contact Centre Modules Page 94
Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)
External Calls To/From Remote Tie Line
Switch 'A' refers to the INDeX Telephone System directly connected to the PSTN.
Switch 'B' refers to any INDeX Telephone System indirectly (i.e. via Switch 'A')
connected to PSTN via Tie Line.
PSTN Trunks and Switch 'A' statistics are relevant where Access Manager/Delta
Server are connected to Switch 'A'.
Switch 'B' and Agents statistics are relevant where Access Manager/Delta Server
are connected to Switch 'B'.
(gps) – signifies that the relevant agent statistics only affects agent groups.
Incoming Answered Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G
PSTN Trunks Incoming
+1 +1
N/A N/A N/A N/A N/A
Switch 'A' Tie Line Outgoing N/A N/A N/A N/A N/A
+1 Calculated
Switch 'B' Tie Line Incoming
+1 +1 Calculated
N/A N/A N/A N/A
Agent Incoming
+1(gps) +1 Calculated
N/A N/A N/A N/A
Incoming Unanswered Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G
PSTN Trunks Incoming
+1
N/A N/A
+1
N/A N/A N/A
Switch 'A' Tie Line Outgoing N/A N/A N/A N/A N/A
+1
N/A
Switch 'B' Tie Line Busy
+1
N/A N/A
+1
N/A N/A N/A
Agent Ringing
+1(gps)
N/A N/A
+1 +1
N/A N/A
Outgoing Connected Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G
Agent Outgoing N/A N/A N/A N/A N/A
+1 Calculated
Switch 'B' Tie Line Outgoing N/A N/A N/A N/A N/A
+1
N/A
Switch 'A' Tie Line Incoming
+1
N/A N/A N/A N/A N/A N/A
PSTN Trunks Outgoing N/A N/A N/A N/A N/A
+1 Calculated
Outgoing Failed Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G
Agent Outgoing N/A N/A N/A N/A N/A
+1 Calculated
Switch 'B' Tie Line Outgoing N/A N/A N/A N/A N/A
+1
N/A
Switch 'A' Tie Line Incoming
+1
N/A N/A N/A N/A N/A N/A
PSTN Trunks Outgoing N/A N/A N/A N/A N/A
+1
N/A
N/A – Not Applicable;
+1 – Incremented by 1;
Calculated – Average value re-evaluated