Installation guide

Wave Global Administrator Guide
Chapter 22
22. Monitoring and Maintenance
CHAPTER CONTENTS
This chapter describes several methods of monitoring and maintaining your Wave system via
the User/Group Management applet.
You can also monitor your system using the Wave Contact Center Reporter, which lets you run
reports on a variety of system elements, including trunk use, call traffic, queues, agents,
identified callers, account code use, and more. For information about basic Contact Center
Reporter reports available on all Wave systems, see Chapter 13 in the Wave ViewPoint User
Guide. For information about the complete suite of reports available to licensed Contact Center
installations, see Appendix A in the Wave Contact Center Administrator Guide.
Another way to monitor your Wave system is to automatically record all calls for later review.
See Chapter 19.
Managing your dial plan with the Dial Plan view . . . . . . . . . . . . . . . . . . . . . . . 22-2
Using the Maintenance Log view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-3
Using the Call Log view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-4
Viewing the Wave Event Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-15
Archiving call recordings and voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-31
Monitoring database and disk usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-43
Changing special Wave directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-45
Identifying security risks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-46
Capturing network troubleshooting logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-46
Reporting problems to your Wave provider . . . . . . . . . . . . . . . . . . . . . . . . . . 22-49
Release 2.0
September 2010