User guide

35
ACD-MIS Quick References
Documentation:
NTP 297-2041-500, ACD Maintenance Guide
NTP 297-2041-011, ACD Planning and Engineering Guide
NTP 297-2041-350, ACD Translations Guide
NT NIS-Q209-2, ACD MIS Interface Specifications, Version 9.1
Base ACD Tables:
ACDGRP, ACDRTE,ACDSGRP, ACDMISPL, ACDMISSP,
ACDLOGIN, DNROUTE, DNATTRS, MPC, MPCLINK.
Note: See NTP 297-YYYY-350, Translations Guide—Volume 3 for a
detailed list of ACD tables.
LOGS: ACD, IOD, MPC, NOP, RO, AUD545, DIFL151,
LINE205, LMAN, RMAN, MIS, SLNK, MSRT, TCAP
OM Groups: ACDMISPL, ACDGRP, EXT, FCS, FTQR,
NACDGRP1, NACDGRP2, MPCLINK2,
MPCLINK3, ROAPPL, ROMISC,
VFGIWUSE
Note: See NTP 297-2041-500, ACD Maintenance Guide for a detailed list
of ACD related LOGS and ACD OM groups and their registers.
ACDRTD Real Time Display Command
From the CI level, the ACDRTD command will dump an ACD Real Time
report to a specified device. For example, to generate a report every 20
seconds for all ACD groups:
>
ACDRTD STARTDEV <device name> INTERVAL 20 ALL
Sample output:
TIME OF DAY ACDGRP PRIMEDN CQCCW MAN BSY IDL NR MSB
98/11/02 17:21:12 ACDGRP1 4437104 8 34 36 32 0 4 6
98/11/02 17:21:13 ACDGRP2 4433334 0 0 0 0 0 0 4
This report gives the following information for ACDGRP1:
• eight calls in queue
• next call to be answered has been waiting 34 seconds
• 36 agents currently logged in
• 32 agents active on ACD calls
• no idle agents
• four agents logged in but unavailable for ACD calls
• six agents currently in Make Set Busy mode
To stop the report, type:
>ACDRTD STOPDEV
ACD Commands
A CI level command that allows the user to display general information
and current status of all or specific ACD pools.
ACDQSTAT Command:
>
ACDQSTAT <ACD group>
PRIME DN CALLS AGNTS WAIT
8566666 0 0 0
ACDDEBUG Command:
Non-resident tool used to format and display real-time status of ACD
agents, groups, and queues. See ACDDEBUG under Tier II Support Tools.
ACDSHOW Commands:
>HELP displays available commands.
>QUIT quits from ACDSHOW environment.
>ACDDNS displays list of directory numbers.
>ADMINGROUP displays admin groups and assoc. senior supervisors.
>AGTPOS displays list of agent positions.
>AUDIOGROUP displays name of audio group used to give recorded
message to callers.
>CLRROUTE displays the clearing route to which queued ACD
calls are optionally routed while the specified ACD
group is in the night service mode. The route can be
displayed for all or specified ACD groups.
>COUNTS displays current statistics of ACD group(s).
>GROUPINFO displays ACD group information.
ACD-MIS continue on the next page.