INDeX Telephone System Requirements
INDeX Contact Centre Modules Page 92
Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)
Trunk Statistics for:
Calls waiting and Lost are calculated by totalling the statistics for the members
of the trunk group.
PCA and GOS are calculated for each trunk group after totaling answered calls
(plus lost for GOS) for the members of the trunk group.
LWait (Lost) and LWait (Ans) reflect the longest wait of all those logged
against any member of the trunk group.
INDeX Report Manager
The INDeX CCM has two concepts for historic reporting that cater for different views
a supervisor may require of their contact centre. One type of report referred to as
‘Target’ reports, provides analysis based on where the call was presented and
relates closely to the manner in which the INDeX call routing has been configured.
The second type of report, referred to as ‘collective’ reports, is based on arbitrary
sets of agents and need not necessarily correspond to the manner in which switch
call routing is programmed.
INDeX CCM Reporting characteristics associated with INDeX Voice Manager
The following conditions apply to the initial answer/ lost segment of calls which were
first presented to the Voice Manager (VM) (e.g. Voice Mail front ended systems):
1. Trunk/DDI – Call remains unanswered until answered by non-Voice Manager
device or if terminated within 3
rd
party Voice Mail, or encountered an
"Answered" flag in INDeX Voice Manager.
2. 3
rd
Party Voice Mail – Answered if Voice Mail connects, lost by Voice Mail if
caller hangs up before Voice Mail can answer.
3. INDeX Voice Manager – Calls will only be registered as answered when the
INDeX Voice Manager has successfully processed the call (passed an
"Answered" flag in Call Flow)
Note
A call, which is first connected to INDeX Voice Manager but not deemed answered by VM, will
be considered lost, but not refused if terminated during first connection to IVM.
4. Agent/Agent Group – Designation of answered and lost calls is directly
dependent upon clause 1.
5. If a call was lost whilst being transferred by Voice Manager, the lost call
statistics will be designated to the transfer target. Calls lost whilst alerting or
connected to Voice Manager will be deemed lost by the Voice Manager device
or group.
6. A call successfully transferred by Voice Manager will be treated as a new
incoming call by trunks, DDI and Agents, but transferred by Voice Manager
devices.
