Northern Telecom NAC User manual

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Publication number: P0724352
Product release: 2
Document release: Standard 1.0
Date: November 1994
Electronic Private Automatic Branch Exchange and Business Communication Systems
Network Administration Center (NAC)
Supervisor’s User Guide
This Information is subject to change without notice. Northern T elecom reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
Meridian, Meridian 1, Meridian MAX, and NAC are trademarks of Northern Telecom.
HP , RuggedW riter , DeskJet, PaintJet, LaserJet, and V ectra are trademarks of Hewlett-Packard. UNIFY
DBMS is a registered trademark of Unify Corporation. DEC, VT , and LA 195i are trademarks of Digital
Equipment Corporation. XENIX, and MS/DOS are registered trademarks of Microsoft Corporation. ENP
and Ethernet are copyrights of Communication Machinery Corporation. PC and A T are trademarks of
International Business Machines Corporation. Reflections is a registered trademark of W alker Richer &
Quinn, Inc. UNIX is a trademark of UNIX System Laboratories Inc.
Copyright Northern Telecom 1994
All rights reserved
Printed in the United States of America

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Network Administration Center Supervisor’s User Guide Product release 2
iii
Publication history
November 1994 The
document was issued as the Network Administration Center (NAC) 2
Supervisor’ s User Guide (P0724352) Standard 1.0.

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Network Administration Center Supervisor’s User Guide Product release 2
v
Contents
About this document xix
Conventions xix
Other NAC documents xx
Reference to other ACD documents xxi
Sample screens xxiii
Network Administration Center (NAC) system 1-1
Meridian MAX 1-1
Meridian 1 switch 1-1
NAC data flow 1-2
NAC features 1-4
NAC security features 1-4
NAC input features 1-5
NAC output features 1-5
NAC control features 1-6
Network administrator 1-7
Network supervisors 1-7
Network operations 1-8
X11 software requirements 1-12
Hold in Queue for IVR 1-12
NAC limitations 1-13
NAC maximum values 1-13
The NAC workstation 2-1
Supervisor workstations 2-1
Printers 2-2
Monitor 2-2
Reconfiguring the monitor 2-7
Redrawing the screen 2-7

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vi Contents
P0724352 Standard 1.0 November 1994
Common screen elements 2-8
Command menu 2-10
Field selection bar 2-11
Help function key 2-11
Input/output line 2-11
Language choice 2-12
Menus 2-12
Options function key 2-13
Report status indicator 2-13
Windows 2-13
Keyboard 2-13
General function keys 2-18
Global commands 2-21
Moving cursor or selection bar 2-21
Paging up and down 2-21
Function keys 2-22
View help text and more commands 2-22
Screen 2-22
Editing fields 2-23
Printing 2-23
Getting started 3-1
Logging in 3-1
Encountering login problems 3-2
Main menu 3-3
Main menu options 3-4
Selecting menu options 3-6
Entering network administration mode 3-7
Profile Maintenance 4-1
Accessing this feature 4-1
Function keys 4-2
Fields 4-4
Queue Statistics Display 5-1
Network ACD-DN queue statistics 5-2
Accessing this feature 5-2
Function keys 5-3
Fields 5-5
Nodal Control DN queue statistics 5-7
Accessing this feature 5-8

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Contents vii
Network Administration Center Supervisor’s User Guide Product release 2
Function keys 5-9
Fields 5-10
Network details display 5-12
Accessing this feature 5-12
Function keys 5-13
Fields 5-14
Position Status Display 6-1
Accessing this feature 6-1
Function keys 6-3
Fields 6-5
Network Report Definition 7-1
Accessing this feature 7-2
Submenu 7-2
Report Parameter Definition 7-4
Field restrictions 7-4
Function keys 7-6
Fields 7-8
Tabular Format Definition 7-18
Function keys 7-19
Fields 7-21
Completing the columns 7-23
Creating a standard tabular report—an example 7-26
Creating a customized tabular report—an example 7-28
Graphic Format Definition 7-31
Graph terminology 7-32
Describing the screen 7-33
Function keys 7-34
Fields 7-36
Creating a graph—an example 7-38
Formula Definition 7-43
Function keys 7-44
Fields 7-47
Reverse Polish Notation (RPN) 7-50
Rules for RPN 7-50
Creating a formula—an example 7-55
Spectrum Definition 7-58
Function keys 7-59
Fields 7-60

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viii Contents
P0724352 Standard 1.0 November 1994
Report Preview 8-1
Accessing this feature 8-1
Screen messages 8-1
Function keys 8-2
Network System Reports 9-1
Accessing this feature 9-1
Function keys 9-2
Fields 9-3
Network Definition Database Report 9-4
Personnel Database Report 9-5
Fields 9-5
Supervisor Database Report 9-7
Fields 9-7
NACD-DN/CDN Database Report 9-9
Fields 9-9
Threshold Definition Database Report 9-11
Period Definition Database Report 9-12
Remote Supervisor Login 10-1
Accessing this feature 10-1
Function keys 10-2
Logging into a remote site 10-2
Logging out of a remote site 10-4
Standard management reports 11-1
Disclaimer 11-2
Report key fields 11-2
Title page 11-3
Summarized ACD-DN Performance Report 11-4
Statistics on the Summarized ACD-DN Performance Report 11-6
Interpreting the report 11-7
ACD-DN Delay Before Answering Report 11-8
Statistics on the ACD-DN Delay Before Answering Report 11-10
Interpreting the report 11-10
ACD-DN Delay Before Abandoning Report 11-11
Statistics on the ACD-DN Delay Before Abandoning Report 11-13
Interpreting the report 11-13
All Trunks Busy Report 11-14
Statistics on the All Trunks Busy Report 11-16
Interpreting the report 11-16

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Network Administration Center Supervisor’s User Guide Product release 2
ACD-DN by Route Performance Report 11-17
Statistics on the ACD-DN by Route Performance Report 11-19
Interpreting the report 11-20
Route by ACD-DN Performance Report 11-21
Statistics on the Route by ACD-DN Performance Report 11-23
Interpreting the report 11-24
DNIS Performance Report 11-25
Statistics on the DNIS Performance Report 11-27
Interpreting the report 11-27
ACD-DN by Activity Code Report 11-28
Statistics on the ACD-DN by Activity Code Report 11-30
Interpreting the report 11-30
Activity Code by ACD-DN Report 11-31
Statistics on the Activity Code by ACD-DN Report 11-33
Interpreting the report 11-33
Network Trunk Utilization Report 11-34
Statistics on the Network Trunk Utilization Report 11-36
Interpreting the report 11-36
Diverted Call Profile Report 11-37
Statistics on the Diverted Call Profile Report 11-39
Interpreting the report 11-40
Target ACD-DN Calls Profile Report 11-41
Statistics on the Target ACD-DN Calls Profile Report 11-43
Interpreting the report 11-44
Network ACD-DN Performance Report 11-45
Statistics on the Network ACD-DN Performance Report 11-47
Interpreting the report 11-48
RAN Route Report 11-49
Statistics on the RAN route report 11-50
Control DN Performance Report 11-51
Statistics on the Control DN Performance Report 11-53
CDN Delay Before Answering Report 11-55
Statistics on the CDN Delay Before Answering Report 11-57
CDN Delay Before Abandoning Report 11-58
Statistics on the CDN Delay Before Abandoning Report 11-60
CDN Call Answer Breakdown Report 11-61
Statistics on the CDN Call Answer Breakdown Report 11-63

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xContents
P0724352 Standard 1.0 November 1994
Network Configuration Control 12-1
Accessing this feature 12-1
Processing commands 12-1
Submenu 12-2
Function keys 12-2
Menu options 12-3
Change Network Day Routing Tables 12-5
Function keys 12-6
Fields 12-7
Change Network Night Routing Tables 12-9
Function keys 12-10
Fields 12-11
View Miscellaneous Parameters 12-13
Function keys 12-13
Fields 12-14
Create or Modify Network Change Orders 12-15
Function keys 12-16
Fields 12-18
View Transaction Log 12-19
Function keys 12-20
Execution Queue 12-21
Function keys 12-22
Fields 12-22
Network Configuration Control ad hoc mode 13-1
Accessing this feature 13-1
Ad hoc mode—day tables 13-2
Function keys 13-3
Ad hoc mode—night tables 13-6
Function keys 13-7
Ad hoc mode—View Miscellaneous Parameters 13-10
Function keys 13-11
List Management 14-1
Accessing this feature 14-1
Function keys 14-2
Fields 14-4

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Contents xi
Network Administration Center Supervisor’s User Guide Product release 2
Parameter Administration 15-1
Accessing this feature 15-1
Submenu 15-2
Menu options 15-2
Personnel File Definition 15-4
Function keys 15-4
Fields 15-5
Supervisor Definition 15-6
Function keys 15-6
Fields 15-8
Time Frames Definition 15-12
Function keys 15-13
Fields 15-13
Threshold Definition 15-15
Function keys 15-16
Fields 15-17
Network Definition 15-19
Function keys 15-19
Fields 15-20
Display NACD-DN Selection 15-22
Function keys 15-23
Fields 15-24
Display CDN Selection 15-27
Function keys 15-28
Fields 15-29
NACD-DN/CDN Definition 15-32
Function keys 15-32
Fields 15-33
Language Options 15-34
Function keys 15-34
Fields 15-35
Miscellaneous Options 15-36
Function keys 15-36
Fields 15-37
Schedule Definition 16-1
Accessing this feature 16-1
Function keys 16-2
Fields 16-4
Schedule Definition—Attached Reports 16-6
Accessing this feature 16-6

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xii Contents
P0724352 Standard 1.0 November 1994
Function keys 16-7
Fields 16-9
Attaching reports to the schedule 16-9
Schedule Definition—Attached Change Orders 16-11
Accessing this feature 16-11
Function keys 16-12
Fields 16-14
Attaching change orders to the schedule 16-14
Supervisor Messaging 17-1
Accessing this feature 17-1
Message indicator 17-2
Supervisor Messaging—initial screen 17-3
Function keys 17-3
Fields 17-4
Read Message 17-6
Accessing this feature 17-6
Function keys 17-7
Fields 17-8
Read Previous Message 17-9
Accessing this feature 17-9
Function keys 17-9
Fields 17-10
Compose Message 17-11
Accessing this feature 17-11
Function keys 17-12
Fields 17-13
Sending a message to one or more locations 17-13
Sending a broadcast message 17-14
Incoming Supervisor Messages 17-15
Accessing this feature 17-15
Function keys 17-16
Fields 17-16
Outgoing Supervisor Messages 17-17
Accessing this feature 17-17
Function keys 17-18
Fields 17-19

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Contents xiii
Network Administration Center Supervisor’s User Guide Product release 2
International language support 18-1
Overview 18-1
Supervisor workstations 18-2
Dial-up supervisor 18-2
Printers 18-2
Configuring workstations 18-2
Configuring languages 18-3
Multiple language strings 18-4
Single language strings 18-5
Reports 18-6
Multilingual support 18-6
Report sorting 18-6
Entering characters 18-7
Compose sequences 18-7
Statistics groups 19-1
Destination ACD-DN statistics 19-3
Destination ACD-DN data fields 19-3
Destination ACD-DN statistics fields 19-9
Overflow statistics 19-42
Overflow data fields 19-42
Overflow statistics fields 19-47
Route statistics 19-56
Route data fields 19-56
Route statistics fields 19-60
Trunk statistics 19-69
Trunk data fields 19-69
Trunk statistics fields 19-71
DNIS statistics 19-81
DNIS data fields 19-81
DNIS statistics fields 19-82
Activity code statistics 19-87
Activity code data fields 19-87
Activity code statistics fields 19-88
CDN statistics 19-91
CDN data fields 19-91
CDN statistics fields 19-94
CDN call answer breakdown statistics 19-102
CDN call answer breakdown data fields 19-102
CDN call answer breakdown statistics fields 19-103

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xiv Contents
P0724352 Standard 1.0 November 1994
RAN route statistics 19-106
RAN route data fields 19-106
RAN route statistics fields 19-107
List of terms 20-1

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Network Administration Center Supervisor’s User Guide Product release 2
xix
About this document
ConventionsThe following conventions are used throughout the NAC document set:
CALLS ANSWD
Words in this type represent elements that are seen on the screen or reports.
{RETURN}
Capitalized words or characters within brackets represent a specific key on
the keyboard. When two or more such keys appear side by side, all the keys
must be pressed simultaneously to achieve the desired ef fect.
For example: press {RETURN} or {CONTROL}{R} to begin the
procedure.
Note: {RETURN} and {ENTER} are interchangeable.
[Commands]
W ords within square brackets represent the generic name attached to a
specific function key.
For example: [Commands]
For more information on the function key capabilities, please refer to the
“The NAC workstation” chapter
, “General function keys” section.

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xx About this document
P0724352 Standard 1.0 November 1994
Activity Code Report
Bold text represents specific text which must be typed on the keyboard.
Always press {RETURN} after an entry has been typed. This confirms the
text and indicates to the system that you are ready to continue.
For example: Enter 10, followed by {RETURN}.
“Graphic Format Definition”
Italicized text within quotation marks represents a specific choice which
must be made from a menu.
For example: Choose “Graphic Format Definition” from the Network
Report Definition submenu.
Graph Title
Italicized text represents the name of a specific field on a screen or report.
For example: Move the cursor to the Display Name field.
“Network Configuration Control”
Text in quotation marks represents references to other areas of this
document.
For example: Refer to the “Profile Maintenance” chapter.
NAC Operations
Italicized text represents references to other documents. For example: Refer
to the NAC 1.0 Installation (NTP 553-4011-100).
Other NAC documents
Additional information about the Network Administration Center (NAC),
Release 2 is contained in the following Northern T elecom documents:
•553-4011-110 NAC 2 Installation Guide
•553-4011-510 NAC 2 System Administration and Maintenance
Guide
•553-3201-200 Application Equipment Module Installation Guide

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About this document xxi
Network Administration Center Supervisor’s User Guide Product release 2
Reference to other ACD documents
Other Northern T elecom ACD documents associated with NAC are listed
below:
•P0802089 Meridian MAX 6 Supervisor’
s User Guide
•P0802091 Meridian MAX 6 Supervisor’ s Refer ence
Guide
•553-4001-111 Meridian MAX 6 Installation Guide
•553-4001-811 Meridian MAX 6 Maintenance and
Diagnostics Guide
•553-4001-911 Meridian MAX 6 Overview
•553-4001-210 Meridian MAX 6 Installation Upgrade
Guide for Meridian MAX 3, 4, 4.6 and 5
Systems
•553-4001-212 Meridian MAX 6 Platform Upgrade
Guide for ACD-MAX 3, 4 and ACD-D
Systems
•553-4011-800
NAC 1.0 System Messages
•P0734020 NAC 1.0 Network Supervisor ’ s User Guide
•P0743664 Meridian MAX 5 Supervisor’ s User Guide
•P0743656 Meridian MAX 5 Supervisor’ s Refer ence
Guide
•553-4001-111 Meridian MAX 5 Installation Guide
•553-4001-811 Meridian MAX 5 Maintenance and
Diagnostics Guide
•553-4001-911 Meridian MAX 5 Overview
•553-4001-210 Meridian MAX 5 Installation Upgrade
Guide for Meridian MAX 3, 4 and 4.6
Systems
•553-4001-212 Meridian MAX 5 Platform Upgrade
Guide for ACD-MAX 3, 4 and ACD-D
Systems
•P0741145 Meridian MAX - IPE 4.6 Supervisor’
s User
Guide

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xxii About this document
P0724352 Standard 1.0 November 1994
•553-4001-024 Meridian MAX - IPE 4.6 Master Index
•553-4001-121 Meridian MAX - IPE 4.6 Installation
•553-4001-821 Meridian MAX - IPE 4.6 Maintenance and
Diagnostics
•553-4001-921 Meridian MAX - IPE 4.6 Overview
•553-4001-004 Meridian MAX 4 Master Index
•553-4001-111 Meridian MAX 4 Installation
•553-4001-811 Meridian MAX 4 Maintenance and
Diagnostics
•553-4001-911 Meridian MAX 4 Overview
•P0737511 Meridian MAX 4 Supervisor’
s User Guide
•553-4001-101 Meridian MAX 3.4x Installation (NAC
Appendix 1 Connectivity)
•553-4001-002 Meridian MAX 3.3 Master Indes
•553-4001-101 Meridian MAX 3.3 Installation
•553-4001-501 Meridian MAX 3.3 Operations
•553-4001-801
Meridian MAX 3.3. System Messages
•553-4001-901 Meridian MAX 3.3 Overview
•P0730129 Meridian MAX 3.3 Supervisor’
s User
Guide
•553–2671-100 ACD Basic Featur
es Description
(Package A)
•553–2671-101 ACD Advanced Featur
es Description
(Package B)
•553–2671-103 Load Management
•553–2671-104
ACD–D General Description
(Section 3 only)

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About this document xxiii
Network Administration Center Supervisor’s User Guide Product release 2
Sample screens
All screen depictions assume that the user has a DEC VT420 video display
terminal for supervisor displays, and a console for a maintenance display. If
another VDT is used, a difference may be noticed between the function key
menu as it appears on the screens and the function key menu as it appears
in this document. This is due to the dif ferent keyboards that can be used
with the NAC display terminal. Refer to “The NAC workstation” chapter
for more information.

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Network Administration Center Supervisor’s User Guide Product release 2
1-1
Network Administration Center (NAC)
system
The Network Administration Center (NAC) is a computerized system,
which allows or
ganizations with multiple Meridian MAX sites (known as
“nodes”) to monitor and supervise all sites from one central location. Each
Meridian MAX site must be equipped with Meridian MAX software
(Version 4.3x, Version 6.xx, or higher). This software must include the
Network ACD (NACD) and NAC connectivity options.
All nodes, which are configured and connected to the network, report their
call data to the NAC on a regular basis. While there can be up to 10 nodes
on the network, there is never more than one NAC.
Meridian MAX
The Meridian MAX is an automatic call distribution management system. It
receives the call data from the Meridian 1 and records it into the Meridian
MAX historical database. This data is displayed through the activity
screens, as it is processed. It can also be accessed through a variety of
reports.
Meridian 1 switch
The Meridian 1 switch connects the external telephone lines (trunks) with
the ACD agents. Meridian 1 automatically examines each call received and
executes commands in accordance with its programming. This includes
transmitting data concerning incoming and outgoing calls to the Meridian
MAX node.
There is no direct connection between the Meridian 1 switch and the NAC.
All communications between the two must first go through a Meridian
MAX node.

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1-2 The Network Administration Center system
P0724352 Standard 1.0 November 1994
The NAC can, however , issue commands to Meridian MAX, which af fect
the Meridian 1 programming. Meridian MAX can also issue commands to
Meridian 1, which changes the way Meridian 1 handles incoming calls.
NAC data flow
Figure 1-1 shows how information is distributed through the Meridian
MAX network. Local telephone calls arrive at each node where they may
be answered or overflowed to other queues, possibly in other nodes. The
node records data concerning each call handled by the resident Meridian 1
switch. This data is used by the nodal supervisors to assist them in
monitoring their node. Nodal supervisors may issue network configuration
control commands to reconfigure the call flow for their specific node.
Each node also sends call data to the NAC on a regular basis. The NAC’ s
supervisors use this information to monitor the network. Network
supervisors may execute network configuration control commands, which
reconfigure the call flow for one or more nodes. Network supervisors may
also attach their workstations to any node in the network and operate as
nodal supervisors for those nodes. Messages may be passed between
network and nodal supervisors to keep the network and nodal activities
synchronized.

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The Network Administration Center system 1-3
Network Administration Center Supervisor’s User Guide Product release 2
Figure 1-1
NAC data flow
Los Angeles Toronto
Houston NAC
Outgoing configuration control
commands
Supervisor messaging
Calls transferred
MERIDIAN 1
containing
Meridian MAX
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Incoming call data
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Legend