Adding media servers 87
6. After Specify ports, type the SMDR, ACD, and Traffic Analysis port numbers of the telephone
system.
NOTE: You must select the ACD and Traffic Analysis check boxes to enable data collection.
7. If you want to store ACD redundant events, select the File all ACD stream redundant events check
box.
This appears on the SX-200 with Real-time user interface only.
8. If you do not consider ACD real-time sequence errors as record errors, select the Ignore ACD real-
time sequence errors as record errors check box.
This appears on the SX-200 with Real-time user interface only.
9. If you have clustering, select the This media server is part of a Mitel cluster check box.
10. After Cluster ID, type the cluster ID.
11. After Cluster name, type the cluster name.
12. Specify the data summary options.
See “Configuring data summary options for an SX-200 ACD” on page87.
Configuring data summary options for an SX-200 ACD
To configure data summary options for an SX-200 ACD
1. Click the Data summary options tab.
2. If you want trace reporting, select the Inbound/Outbound/Make Busy Trace reporting check box.
3. If your business operates around the clock, select the This enterprise operates 24 hours a day
check box.
NOTE: If you do not select the This enterprise operates 24 hours a day check box, but have
agents logged in to Contact Center Solutions applications overnight, you may experience problems
with shift-related statistics, such as agent shift monitor and Make Busy Reason codes. For example,
if logged in to Contact Center Client overnight with a Make Busy Reason code, when you change the
Make Busy Reason code the following day, Contact Center Client will display “Unknown Make Busy
code.” This can be remedied by logging out of the application and logging back in.
4. If you want to track outbound calls that were not answered, select the Credit unanswered outbound
calls check box.
5. If you want reports and media servers to have a 24-hour clock format (for example, if you want 1:00
P.M. to show as 13:00), select the 24-hour clock format check box.
6. Under Agent state timeout audit, after Clear line if agent Hold Time exceeds, select the number of
minutes or hours you are in a hold state before the telephone system clears the line.
7. After Clear line if agent primary Talk Time exceeds, select the number of minutes or hours you are
in a single state on the primary line (ACD line) before the system clears that line.
8. After Clear line if agent secondary Talk Time exceeds, select the number of minutes or hours you
are in a single state on the secondary line (Non ACD) before the system clears that line.
9. If you do not want to report on the secondary line (non-ACD and outbound calls), select the Ignore
agent secondary line activity check box.
10. If your telephone system outputs leading digits in SMDR, after Prefix digits, type the digits.
11. If your telephone system outputs trailing digits in SMDR, after Postfix digits, type the digits.
12. Specify Network Monitor settings.
See “Configuring Network Monitor settings for an SX-200 ACD” on page87.
Configuring Network Monitor settings for an SX-200 ACD
To configure Network Monitor settings for an SX-200 ACD
1. Click the Network Monitor tab.
2. After Alarm name, select an alarm.
3. If you must create or modify an alarm that will warn you if data is not being collected for this media
server, click Manage alarms and configure an alarm.
See “Configuring data alarms for media servers” on page105.