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
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
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
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] all
Destination 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
ACD Agent Troubleshooting
•
ACD Agent only uses the Periodic UCD data from the Samsung system
•
For Serial Data collection
1.
Call Collector must be running
2.
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 collection
1.
Call Collector must be running
2.
MMC 210 PERI UCD SIO must be OFF
3.
MMC 210 PERI UCD REPORT must be ON
3.
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
ACD Supervisor Troubleshooting
•
Make sure ACD Agent is working as Periodic data is also used by Supervisor
•
For Log-In/Out make sure
1.
Call Collector is running
2.
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)
ACD Supervisor Troubleshooting
•
Group and Agent Summary Reports
These 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 23.59pm
Do not attempt to run the Reports unless at least an hour of data has been received for
the day
MMC 829 [02] Destination PC - IP Data collection
MMC 210 PERI UCD Report ON
MMC 722 - Assign and program SP Group key
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