Adding media servers 89
Configuring data summary options for a 5000/Axxess
To configure data summary options for a 5000/Axxess
1. Click the Data summary options tab.
2. If you want to use Trace reporting, select the Inbound/Outbound/Make Busy Trace reporting.
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. After Digits dialed prefix, type the digits that must precede a telephone number to make an outbound
call.
6. After Digits dialed postfix, type the digits that must follow a telephone number to make an outbound
call.
7. After Maximum monitors, specify the maximum number of MiTAI monitors.
8. 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.
9. 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.
10. 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.
11. 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.
12. Enable Reset MKB/DND time in realtime after call ends check box, if you want the MKB/DND time
to reset in real time when the call concludes.
13. Under ACD options, if you want to file all ACD stream redundant events, select the File all ACD
stream redundant events check box.
14. If you want to ignore data stream sequence number errors, select the Ignore stream sequence
number errors.
15. Configure the data collection settings.
See “Configuring data collection settings for a 5000/Axxess” on page89.
Configuring data collection settings for a 5000/Axxess
To configure data collection settings for a 5000/Axxess
1. Click the Data collection tab.
2. After OAI Listening Port, specify the port number.
The default Listening Port is 4000.
3. Specify the Network Monitor settings.
See “Configuring Network Monitor settings for a 5000/Axxess” on page89.
Configuring Network Monitor settings for a 5000/Axxess
To configure Network Monitor settings for a 5000/Axxess
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.