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Summary Reports
Announcement Board Storage Summary
The Announcement Board Storage Summary report is the result of a number of commands, including some run at file system level on the VAL board itself. The results of those commands are processed to show the true storage situation across multiple boards. The files stored are reconciled against the configuration to identify announcement files that will never be addressed and are therefore redundant.
Identify available storage on a board by board basis
Highlight space taken up by redundant files
View potential issues with Audio Group configuration
Ensure all announcement hardware is being utilised
Example
The following report shows there is redundant files taking up space on all boards. All boards still have spare storage capacity. It s not immediately required, but in future, by deleting the redundant files the customer can remove the need to purchase additional hardware.
Announcement Port Usage
View the maximum port usage for all VAL boards and Media Servers for a selected time period in a single view.
Hardware Summary
Lists all the hardware by type, sorted on a site by site basis. The intention is to show hardware capacity that has been assigned through configuration.
Trunk Group Summary
Identifies peak traffic for the reporting period and its impact on trunk resources. Understanding trunk-group consumption and correctly scaling the channels can address unseen business issues.
IP Telephony Media Summary
Identifies peak traffic for the reporting period and its impact on IP Telephony Media capacity (DSP consumption). Understanding DSP consumption and correctly scaling DSP resources can mitigate otherwise unseen issues:
Agents available, but calls in queue
Calls covering without ringing at the station
Whispers not playing
Music steps in vectors not playing intermittently
Announcements not playing to callers intermittently
Example
In this example we see the exact number of VoIP (or DSP) resources required in all Network Regions. If need be, resources can be moved from Penrose to Manukau. There is no need to purchase additional DSP resources.
Detailed Reports
AEP Application Usage
Avaya Experience Portal can run a number of different applications simultaneously. This report shows application usage on a per hour, per application basis. See both inbound and outbound calls made.
All Attendant Calls Report
Attendant group reports are used to assess the quality of service provided to customers calling through the Listed Directory Numbers, and to facilitate the management of the attendants so they are neither under nor over-staffed. Attendant Group reports provides hourly traffic measurements for the attendant resources as a whole. Track the following key metrics for your Attendants:
- Total calls
- Answered calls
- Abandoned calls
- Queued calls
- Held calls
- Held-abandoned calls
Example
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- Until an attendant becomesavailable and the call is connected.
- Until the caller, while waiting inthe queue, abandons the call (hangs up) before an attendant is available.
- The call covers to another point in a coverage path.
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Detailed Reports
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All Attendants Time Report
Attendant group reports are used to assess the quality of service provided to customers calling through the Listed Directory Numbers, and to facilitate the management of the attendants so they are neither under nor over-staffed. Attendant Group reports provides hourly traffic measurements for the attendant resources as a whole. Track the following key metrics for your Attendants:
- Available time
- Talk time
- Hold time
- Abandon time
- Average speed of answer
Example
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- The position is in Night Service
- The position was busied-out
- The headset is unplugged
- The attendant is servicing a call
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The Announcement Board Storage
The Announcement Board Storage report is theresult of a number of commands, including some run at file system level on theboard itself. The results of those commands are processed to show the truestorage situation. The files stored are reconciled against the configuration toidentify announcement files that will never be addressed and are thereforeredundant.
- Identify available storage on a board by board basis
- Highlight space taken up by redundant files
- View potential issues with Audio Group configuration
- Use as an indicator of other potential problems
Example 1
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When the report is compared to a second board in this deployment it shows how the used storage is almost mirrored between thetwo. In fact there is only 67 Kb difference indicating that the audio groupconfiguration is close, but not quite perfect. The Audio Group report inConfiguration Management will identify where the issue has occurred.