pulling the Group Report, it will not display anything.
RUBY receives queue data in the format of a AC4 packet. The AC4
packet is generated when the queue information was received from
the PABX.
Why did RUBY not receive any queue data/How is the AC4 packet
generated and received by RUBY?
- Queue data from the Mitel:
- Earlier version used the 'K' packet from the ACD port for queue data :
The Mitel receives queue data in a 'K' packet, see example:
s57K12031600200100000000000000Me
+= Squence number
| += Action
| | + Time
| | | += Group
| | | | += Queued calls
| | | | | + Agents logged in
| | | | | | += Longest Queue Time
| | | | | | |
57 K 120316 002 001 000 0000 000 0000
If you receive this string, even if all queue information is zero,
the report will displays. If no 'K' packet then you cannot pull
the Group Report - you will be able to view the other reports.
Please view the rawdata in the rawdata folder of the ACD PABX3
to see if the 'K' is received.- You can also get the queue data from the SMDR port.
Sample of call string: configured on posision 34:
The exact format depends on the Mitel, but basically looks like this:
01/31 07:19 00:00:07 T002 **** P006 002 P006I P005 001 0437400325 5304
In this case, the group is considered to be "006" (after the first "P"). - RUBY receives the queue data as an AC4 packet. This packet
was generated from the queue data the PABX provided.
In the case of the Mitel queue data, PABX3 is configured to
translate the 'K' string.See RUBY and Mitel 3300 integration
for configuration to translate this string.
To check if the AC4 string was created, check the ACD log file.- The ACD log file is created in 'C:\Program files\Datatex\PABX3'.
The file name is in the format ACD followed by the date and has
the 'log' file extension, ACD20061102.log.
ACD log entry: AC|4|29-06-2006|09:15:37|11|0|0|0|0|0|0|0|
In this example we have no queue data for group 11. This data is
given off by the PABX. The PABX needs to be configured to send it. - The 'K' packet can be received from the ACD port of the PABX or
with the Mitel_Q program,see RUBY and Mitel 3300 integration
for configuration options to receive 'K' packet. - If the queue data was received from the SMDR port as explained in the
point above. This data is captured by the SMDR PABX3 which runs the
SMDR and ACD plugin.
- The ACD log file is created in 'C:\Program files\Datatex\PABX3'.
- AC4 Packet is the real-time queue information packets(view on the
network screen in RUBY server).- Group:
Group refers to the group number. - Calls in queue:
The number of calls waitng to be answered. - Longest queue time:
The longest time a particular call has been waitng in the queue. - Average queue time:
The average time calls have been in the queue. Only calls
currently in queue are used. - Abandoned calls:
The number of calls abandoned sinced the last AC4 packet. - Queued Calls:
The number of calls that have entered the queue since the last
AC4 packet. - Total queue time:
Displayed when a call leaves the queue. It represents the total
time of calls that have left the queue. - ACD calls:
The number of ACD calls that have enterd the system (Not always
queued). Since the last AC4 packet.
- Group:
Example
AC|4|31-12-2003|23:59:59|5|2|180|120|0|0|
AC|4|23-11-2007|15:53:16|5017|0|0|10|0|0|0|0|
Where group is 5, calls in queue are 2, longest queue time is 180
and average queue time is 120.
To view if RUBY received the AC4 packet, check the network traffic
for the AC4 packet:
On the RUBY SERVER, click on the "SETUP" tab, at the bottom left
hand corner, double click on the recieve data being displayed.
Now the network traffic will be displayed on your screen. To see
the default setup information, just double-click again.