INDeX Telephone System Requirements
INDeX Contact Centre Modules Page 93
Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)
Tie Line Statistics
Tie Line Statistics are presented from the perspective of the INDeX Telephone
System to which Access Manager/Delta Server is connected.
Statistics for Tie Lines and groups of Tie Line reflect traffic across respective
directory numbers (trunk and trunk groups).
Each of the following tables represent a different call category as indicated in top left
hand corner (e.g. Internal Answered, Incoming Answered, etc.).
The information in all boxes reflects the effect of the relevant call category on the
statistics in each of columns for the call party represented in the rows.
Internal Tie Line
The relevant rows (i.e. Source or Recipient) are dependent upon the direction of the
call.
Internal Answered Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G Internal
Source Agent Outgoing N/A N/A N/A N/A N/A N/A N/A
From(+1)
Source Tie Line Outgoing N/A N/A N/A N/A N/A N/A N/A N/A
Recipient Tie Line Incoming N/A N/A N/A N/A N/A N/A N/A N/A
Recipient Agent Incoming N/A N/A N/A N/A N/A N/A N/A
To(+1)
Internal Unanswered Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G Internal
Source Agent Outgoing N/A N/A N/A N/A N/A N/A N/A N/A
Source Tie Line Outgoing N/A N/A N/A N/A N/A N/A N/A N/A
Recipient Tie Line Busy N/A N/A N/A N/A N/A N/A N/A N/A
Recipient Agent Ringing N/A N/A N/A N/A N/A N/A N/A N/A
N/A – Not Applicable;
+1 – Incremented by 1;
