Frequently Asked Questions

MDR

• In Regards to the Account Statistics Report, what does "SVC13" mean when under Service List on the account, it only goes to 12?

  Service 13 includes counts of all System List entries 13 through 5000. For each alpha page, the count probably increases by 2. The beginning of an alpha page dial string is on one System List and the ending for that same alpha page dial string is on another System List. For a further breakdown, there are separate fileds for alpha pages and Remote Prints (UltraComm).

• What Are The Report Changes and Additions In Report Generator and Unified Reports?

  Report Generator		Unified Reports
  Account Statistics Print View Op: Tally Sheet Tally Sheet2	Name Changes	Account Statistics Print View Options: Account Statistics Tally Account Statistics Tally Valued
  N/A	Addition	Account Statistics Billing Summed
  ANI	Name Change	Call ANI
  Operators Use Interval Based Statistics Report Options: Comparative Comparative Modified	Name Changes	Operator Statistics Operator Statistics (Interval) Report Options: Operator Statistics (Interval) Comparative Operator Statistics (Interval) Comparative Modified
  N/A	Addition	Operator Statistics (Interval) Graphed
  Traffic	Name Change	Traffic Report
  N/A	Addition	Traffic Report Graphed
  Abandons	Name Change	Abandons Summary
  AcctStat Events	Name Change	Account Statistics Events
  AcctStats Total	Name change	All Account Statistics
  Call Handling	Name Change	Client Call Handling
  Call Finder	Name Change	Call Detail
  Dialout Finder	Name changed	Dialout Detail
  Get Descriptors	Removed	N/A
  OnCall Insert	Name change	OnCall Additions
  OnCall Delete	Name Change	OnCall Deletions
  Op Interval by Operator	Addition	Op Interval Op Interval by Op
  Op Scheduling	Name Change	Op Scheduling Stats
  N/A	Addition	Op Scheduling Stats Graphed
  Patch Time	Name Change	Patches Report
  N/A	Addition	TTY Detail by Account

   

• What are the differences between Report Generator and Unified Reports?

  • Unified Reports allows you to run reports on any station with Supervisor, Report Generator was a separate software program.
  • Unified Reports can use either your Access databases or SQL databases or both. Report Generator will not work with the SQL databases.
  • Unified Reports has the ability to use the Report Creator software program that will allow you to edit the Amtelco canned reports or create your own. Report Creator is an additional pay for feature.

• Why does my Operator Login report show data for a particular login out of time order?

  This report shows login information for all applications, including Telephone Agent, Infinity Supervisor, and OnCall Supervisor. Though the report does not list which applications apply to the listed times, an On Time and Time On Calls value of 0.0 indicates an operator logout from an application other than Telephone Agent.

• What is a 'Capture Data File Exists' error?

  This error description applies to Access Databases only and NOT SQL!
  If you receive the Capture Data File Exists message, first you must determine whether the database is broken or if the data needs to be imported:

  • Open Windows Explorer.
  • Go to C:Program FilesMDR CaptureMdr.mdb or the location of the Mdr.mdb file.
  • Double click the Mdr.mdb to open it in Microsoft Access. Check the CTE.mdb file too.
  • If the database opens with no error messages, close Access and click Import on the MDR screen.
  • If Access opens but gives an error message indicating damage to the database, choose to let Access attempt to repair the database.
  • When the repair completes, it should open the database window in Access.
  • Close Access, and click “Import” on the MDR screen.
  • If the repair did not work, contact Field Service.

• I have a call that shows in Logger, but I cannot find the call in an MDR Report.

  The operator probably switched accounts in the call handling process.

  • In Logger, locate the call. There is a Caller ID number. This Caller ID number is the MDR Report UCN (Unique Call Number).
  • In MDR Reports, input the UCN in a report that searches by this field (e.g., Call Detail). Run this for ALL Accounts and ALL Billing Numbers.

• How do we find a call?

  Run a Call Detail Report in Unified Reports or a Call Finder Report in Report Generator with one or multiple search criteria.

• I think I understand the difference between the Operator Stats report and the Operator Stats Interval report. How can I run an Operator Stats report for all my operators when they log out of the system at different times?

  In the Operator Stats Report criteria, program an End Time that will include the majority of operators and their end-of-shift log outs.

• How do I know if MDR is missing data?

  Run a Traffic report for the time period in question. This report shows 15-minute intervals. Are 15-minute periods missing? Do the traffic patterns seem logical?

• What are the differences in the Abandon types?

  System – Caller hung up while in Waits prior to being answered.
  Operator – Caller hung up on an operator screen prior to being answered.
  Op Hangup – Caller hung up before the operator answered, but the call continued to an operator who then highlighted the call as a DISC or disconnect (e.g., ANI auto-copy to a message ticket or Voice Mail Transcription).
  Reverted – Caller hung up in Waits after being assigned to an operator who pressed the REVERT key.
  Answer Reverted – Caller hung up after being answered by an operator who pressed the PARK or REVERT key but before being answered by an operator again.
  Greeting Hang-up – Call hung up while listening to an Account Greeting.

• If I run an Operator Stats Report and an Operator Stats Interval Report, why do some operators not display on both reports?

  The Operator Stats report pulls from the Op Logout statistic table. An operator must log out of Infinity (i.e., press BYE) before the End Time of the report for that operator’s data to appear on the Operator Stats report. The Operator Stats Interval report pulls from the Op Interval statistic table. An operator statistic accrues every 15 minutes, independent of the operator logging into or out of Infinity.

• How do I view data that has been purged?

  In Report Generator under the System button, change the file path for the Mdr.mdb to the path where the data resides. In Unified Reports – Tools – Options – Data Sources tab, change the file path for the Mdr.mdb to the path where the data resides.

• When running Account Stats for an account range, why is the account not showing up?

  If there is no call data for an account during the time period, the account will not have a page.

• In Operator Stats, if a call is handled by more than one operator, where are the stats recorded?

  The call count statistics are tabulated to both operators (assigned, answered, etc.), and the call time statistics are divided up to each operator individually.

• Why does the Call Detail Report not match my Account Stats Report?

  The most common complaint about the Call Detail report and Account Statistics report not matching involves attempting to match the W/Op fields from the Activity Time Summary section of the Account Statistics report with a combination of fields from the Call Detail report. The problem with this is that the W/Op field only contains highlighted time, where the Call Detail specifies all time (unless the Highlighted Time Only option is enabled). If the Highlighted Time Only option is enabled, the Talk + Hold + Disc + Patch Totals on the Call Detail report will match the Sec W/Op Time + Check W/Op Time + Non-Live W/Op Time from the Account Statistics report.

• What is a 'Database Size Exceeded' error?

  The MDR, the CTE, or both databases are nearing capacity. Complete the purge and compact routine. The limit for each database is 2GB or 2000MB. The “Warn on Mdr.mdb database size” alarm will activate at a pre-programmed database size. The default size for current versions of MDR Capture is 1800MB. To adjust this warning level, go to the Setup section of MDR Capture.