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Troubleshooting

Troubleshooting. Call Collector ACD Agent ACD Supervisor Reports. Hyper Terminal. If you have set the Samsung system up correctly you could run Hyper Terminal and see data arriving looking like this…. This is Extn (Agent) 201 logging in and out of Group 513.

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Troubleshooting

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  1. Troubleshooting Call Collector ACD Agent ACD Supervisor Reports

  2. Hyper Terminal • If you have set the Samsung system up correctly you could run Hyper Terminal and see data arriving looking like this… This is Extn (Agent) 201 logging in and out of Group 513 This is Periodic UCD data used by PABXSoft ACD Agent and ACD Supervisor real-time statistics There should be 10 columns of data plus the Group number

  3. Supervisor Print • When the Auto Print function on the Samsung Supervisor button is activated the output looks like this in Hyper Terminal This information is used by PABXSoft Group Summary and Agent Summary reports

  4. Call Collector Always use the most up to date Call Collector upgrade from www.pabxsoft.com Serial - MMC 804 - UCD/SMDR IP - MMC 829 [01], [02], [06] allDestination PC & Update LAN When Agents Log In or Out you should see the events here If not, check Group In/Out in MMC 725 is set to YES The Periodic UCD should appear here. If not, if Serial data collection then MMC 210 PERI UCD REPORT - ON, PERI UCD SIO - ON If IP Data Collection then MMC 829 [06] Destination PC and MMC 210 PERI UCD SIO must be OFF and PERI UCD REPORT - ON

  5. ACD Agent Troubleshooting • ACD Agent only uses the Periodic UCD data from the Samsung system • For Serial Data collection1. Call Collector must be running2. MMC 804 must be set to UCD/SMDR (If Serial data collection)3. MMC 210 PERI UCD must be ON (Serial data collection only)4. MMC 210 PERI UCD REPORT must be ON • For IP Data collection1. Call Collector must be running2. MMC 210 PERI UCD SIO must be OFF3. MMC 210 PERI UCD REPORT must be ON3. MMC 829 [01], [02],[06] Destination must be PC To see this... We need to see this... ~513=21=12=17=5=8=272=1=14=16=52

  6. ACD Supervisor Troubleshooting • Make sure ACD Agent is working as Periodic data is also used by Supervisor • For Log-In/Out make sure1. Call Collector is running2. MMC 804 is set to UCD/SMDR (Serial data collection)3. MMC 829 [01], [02], [06] all Destination PC (IP data collection)4. MMC 725 Group In/Out set to YES (all options in 725 to YES except Header)5. MMC 210 PERI UCD RPT : ON MMC 210 PERI UCD SIO : ON (Serial) or OFF (IP)

  7. ACD Supervisor Troubleshooting • Group and Agent Summary ReportsThese two reports are dependant on the Hourly ‘Supervisor print’ set up on a Supervisor key on the Samsung handset (eg MMC 722- SP513 is the designation for Group 513)Make sure Auto Print is set to Hourly and Auto Clear to Daily 23.59pmDo not attempt to run the Reports unless at least an hour of data has been received for the dayMMC 829 [02] Destination PC - IP Data collectionMMC 210 PERI UCD Report ON MMC 722 - Assign and program SP Group key

  8. ACD Supervisor Troubleshooting • ACD History Report • Make sure ACD Agent is working as this report uses the Periodic UCD data • Do not attempt to run this Report unless 1 hour of data has been collected for the day • The Data used for this report is purged from the database once it is over 7 days old

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