Home

Callview Wizard User Manual

Contents

1. 43 Events POON EE 94 Main Window Toolbar 2d Netlink Toolbar iniit tnt tutos Tl Print Preview Toolbar 57 V Viewing Saved Report 32 W Windows 26 277 28 29 45 56 68 76 94 Event WINdOW iia 94 Filter Mana cer sist activin geen 45 Main WAindOW eee ntt etus 26 Netlink Main Window s 76 Print Preview Window eene 56 IS pott Listen 28 Report Window eeeeeeeeee 29 30 Tartt WIAMAS E 68 ES PP T E 27
2. 81 83 85 Choosing The Export Format 80 82 EENEG 80 Scheduled Publish Wizard 81 83 84 85 Choosing Filenames oo 81 83 85 Choosime BE 84 Eege 84 Sen REES 75 78 85 86 CEINE cee ere ere ent reseau weer rere 78 IBI EE 85 RE EE 85 EE 78 e 85 OVE EE 75 Running On Demand 86 Setting The Default Tariff 73 SEU ps 6 7 10 12 14 Backing Up Data iii si 14 COMM OUTING eege 12 InstallatiOtloz semet e 10 12 Network Configuration 7 8 A Ee 6 System Requirements cccccceeeeeeeeeeees 6 EEN 146 KENDO i eite ra eddy MO dd 146 SILIO S sae 87 88 93 A O altare Dictas 88 Delete eege Eege 93 E eege Eege 88 TTC EE 93 OVE NIE Wi ine eege 87 Sites EE eege geg 88 SOT Re DOLLS Aender 33 Starting An Import 102 Starting AE E 15 SUGGS EE 105 OV CIVIC W 0 PRO OPE ROO PO E A 105 System Requirements ccococcconononoonnccnnnnnnnnnonoss 6 T Tanti Manager ooreen a 68 Eet EE 68 69 73 74 98 Assigning To Trunks eneeeneeeaeeaeeeeeeee 74 Calculating Call Costs 74 Call Costing Options sussse 98 COPAN es 73 CG EE 69 EE 73 Duplicatns Ee 73 EE 69 ON EIVICW eerste 68 Setting The DeEilt 2e catt terrse 73 Farina selectos libra 68 Template tino lista l Toolbars 27 43 56 77 94 Call Details Toolbar
3. You must now choose the network protocol that you wish to communicate with the Callview Gateway If you get this selection incorrect you may not be able to connect to the Gateway Check with your system administrator if you are unsure New installations default to TCP IP while upgrade installations may still be using NetBIOS PEE EE You should now choose the default license that you wish to connect to the Gateway If you request an incorrect license you may not get some of the functionality that you require Alternatively you can choose Demo Mode to not connect to a Callview Gateway but still use the product with demo data It is recommended that you read Demonstration Mode before attempting to use demonstration mode Fee GE En SN em SE we ge Next you must enter the name of your company This will be displayed on reports that you print within Callview Wizard as well as used on reports published to the Internet E L e BEE N E I Now choose the shortcuts you wish to Galas create to launch the application By default shortcuts are added to the Program Menu and to the desktop but you can also configure Wizard to launch on startup Finally you are ready to install Wizard click the Install button for installation to begin Installation should take about a minute after which time you will be able to use Callview Wizard Note On some systems you may need to restart your com
4. Choose Filenames You must always choose filenames for your scheduled report files since all reports must be exported to a file format regardless of whether they are being exported e mailed or published PER Choate tha farama te ad pul sach rapesin Thirir gun B used ere pi publehing vn T ee ESO O IA P Cali Litro Call ims D x SEN J Cait by E seran cov Cair bo E droe D J Calo by Had Hoy Catr by Hal Hera D UE Cl Suri bp epee Cal Sanenwp bp Dap Du c Romam m The list at the top of the dialog displays the current filenames for the reports that you have chosen to schedule Default filenames are always applied for you If you wish to change any of the filenames simply select the report you wish to change and click the Browse button to search for a more suitable filename If you want to reset the filenames back to the default choices click Set Default Names If you are exporting or publishing your reports this is all you need to configure and can click Finish If you are e mailing your reports you will need to click Next 81 Scheduled E mail Wizard When scheduling an e mail you will need to configure the options for the e mail This is done using a similar Wizard to the manual E mail Wizard Choosing The Export Format When exporting or e mailing you must first choose the format of the files that you will be creating or sending mm Chacra tha tpa cd Ra pou pach ka age Thir al
5. Q ing Annmnts Whether calls to this DDI number will be played queueing announcements For more information related to this setting please refer to the Callview Gateway documentation Extension Configuration Details This section lists the statistics available in a Configuration report containing extensions Device The extension number of the extension that is entered into the CTI Server configuration database Description The description associated with this extension as entered into the CTI Server configuration database Device Is Auto Attnt Whether the device is marked as an automated attendant in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Plays Q ing Annmnts Whether this device is marked as playing queuing announcements in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Seg On Alert Whether this device is enabled for Device Entry segmentation in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Seg On Tr Whether this device is enabled for Device Exit segmentation in the CTI Server configuration database 113 For more information related to this setting please refer to the Callview Gateway documentation Reset Ring Time On Alert Whether this dev
6. Cd Run Runs the report or refreshes it if it is already open View Saved Report Loads the saved report from the report cache Export Exports the report to different file formats E mail E mails the report as an attachment Publish Publishes the report to the Internet li p wv EL Print Prints the report Pa Print Preview Toggles the report between list mode and preview mode Duplicate Creates a duplicate of this report A Delete Deletes this report E Information Displays the Report Information dialog Properties Displays the report s properties m New report Creates a new report The Report Window Sade A bie lege Report Window The report window displays all reports that you have currently opened One report is visible at a time but you can switch between open reports using the tabs at the bottom of the report window Some export formats require a Callview Netlink license E mail and Publish features require a Callview Netlink license 29 Each report in the report window has a toolbar at the right of the report caption containing the following buttons Expand Collapse Toggles the report information between expanded and collapsed mode When collapsed you only see the report name and when expanded you see the extra report information detailed below a Apply Date This button displays a menu of common date ranges that you can quickly apply to the current
7. Total 430 179 41 6 132 160 173 179 179 179 0 73 7 89 4 96 6 100 0 100 0 100 0 0 0 00 00 01 y Service Level Summary Status by Agent ACD An ACD statistical summary by agent showing the percentage of time spent in each ACD status Status by Agent A Dr P Agent Description totInTalkT totDutTalkT totHldT tot nDutyT Time Free Time Busy lt WUT ZBsyNAT Avg In Rate Avg Out Rate 4000 Andrew Daniels 00 00 00 00 06 03 00 00 00 07 17 52 73 4 9 7 0 2 16 7 3 1 4001 Penelope Wallice 00 36 25 01 11 43 00 01 16 08 37 34 75 8 23 9 0 3 0 0 4 2 4002 James Maceldon 00 00 00 00 10 35 00 00 00 08 32 34 96 0 4 0 0 0 0 0 1 1 4003 Julie Wilson 00 10 48 00 26 39 00 00 00 08 34 18 80 5 19 2 0 3 0 0 0 1 4004 Helen Pegg 00 12 32 01 30 56 00 00 50 13 55 29 83 5 16 1 0 4 0 0 1 4 4006 TimAdams 00 00 00 00 42 33 00 00 00 08 19 49 84 4 10 7 0 4 4 5 1 3 4007 Mark Williams 00 08 05 00 27 52 00 00 00 07 41 34 75 6 24 3 0 1 0 0 3 1 4008 Joanne Tompkins 00 00 00 00 07 30 00 00 00 07 29 43 96 0 3 8 0 1 0 0 2 1 4008 Susan Stone 00 05 27 01 06 49 00 00 00 08 35 40 77 3 22 5 0 2 0 0 2 2 4010 Agent Spare 00 00 00 01 32 18 00 00 00 09 17 55 82 1 17 8 0 1 0 0 0 2 Total 01 13 17 07 22 58 00 02 06 88 22 28 82 5 15 4 0 2 1 8 E 17 v z 4 Status by Agent Status by Extension ACD An ACD statistical summary by extension showing the percentage of time spent in
8. 13 00 00 6 6 100 0 2 3 5 6 6 6 0 00 00 16 00 00 38 00 00 16 14 08 2001 13 00 00 13 30 00 14 14 100 0 2 10 13 13 14 14 0 00 00 16 00 01 15 00 00 16 14 08 2001 14 00 00 14 30 00 12 12 100 0 2 11 11 12 12 12 0 00 00 12 00 00 44 00 00 12 14 08 2001 14 30 00 15 00 00 6 6 100 0 1 4 5 5 5 5 1 00 00 28 00 02 01 00 00 28 14 08 2001 15 00 00 15 30 00 4 4 100 0 1 3 3 3 4 4 O0 00 00 25 00 01 21 00 00 25 14 08 2001 15 30 00 16 00 00 10 10 100 0 1 9 10 10 10 0 00 00 15 00 00 44 00 00 15 14 08 2001 16 00 00 16 30 00 2 2 100 0 1 1 1 1 2 2 0 00 00 33 00 01 04 00 00 33 14 08 2001 16 30 00 17 00 00 3 3 100 0 0 1 1 3 3 3 0 00 00 35 00 00 56 00 00 35 14 08 2001 17 00 00 17 30 00 m s A 00 00 42 00 02 22 00 00 42 14 08 2001 17 30 00 18 00 00 00 00 13 00 00 25 00 00 13 Total eg eng nn m we mp am 21 E em 00 00 15 00 03 42 00 00 15 iu v 4 Inbound Calls Abando Inbound Calls by Agent First Rung ACD An inbound call summary by individual agent Inbound Calls by Agent First Rung A O P X AgtFRO Agt Name First Hang CallsIn Allin totTalkT avgTalkT IngwWT avgwT avg amp bndT Calls Lost Calls Lost Revr ble Calls Refused 4000 Andrew Daniels DI 217 021556 00 02 39 00 00 55 00 00 09 00 00 00 0 0 0 0 3 4001 Penelope Wallice 3 132 02 44 48 00 05 18 00 00 31 00 00 15 00 00 00 0 0 0 0 2 4002 James Maceldon 6 26 00 14 05 00 02 20 00 00 48 00 00 16 00 00 00 0 0 0 0 0 4003 Julie Wilson 20 8 5 01 08 35
9. Calls by Half Hour 2370772001 Mon 142 118 00 03 10 00 02 51 Call Cost by Cost Group 24 07 2001 Tue 150 ps 00 02 54 00 02 11 E y Telephone Number dH 25 07 2001 Wed 00 02 58 00 07 46 Topon 26 07 2001 Thu Report 00 02 21 00 06 01 Calls by DOT Number ar fOe 2001 Fri 3l 00 01 46 UU UU A0 ACD Li st Agent WI ndow call List Call C Calls by Agent Reports Sales Calls by Day Sales Calls by Person Most Expensive Calls ia j El 1 1 e 00 02 46 00 07 46 es Calls by Day 26 The Toolbar The toolbar allows you to perform application wide actions Additionally if you have a completed report displayed in the report window the toolbar allows you to perform actions on this report The available toolbar buttons are as follows uh Menu Menu This button displays the Callview Wizard main menu Fa New Report Meu This button displays the Add Edit Report Dialog to allow you to create a new report oh Report List Reports This button toggles the report list on and off It appears pushed in when the report list is visible and flat when the report list is not visible Grd Filter Manager Fier This button displays the Filter Manager for creating and editing filters d i Tariff Manager Taie This button displays the Tariff Manager for creating and editing tariffs ES Options Options This button displays the Options dialog to change options and license levels AS Network Set
10. However in Callview Wizard this functionality is performed in the report on the report properties Filter Tab For this reason the Call Modelling section of this tab is always disabled 47 Call Route Tab This tab is used to specify the route that the call took between devices i e where it first rang was answered and where it finished zn ES 1 xj Disk Cate Moe Troede Bereta Cale 7 AcDHaews Deck to Entirsioni ard B estas M I H You pan lar a apari based on dare cal ring peca SHEET E groups Ime mium mum meum cma ma m m sel mi ums e Cod fei Aang E Eden up zn Cainan el d Cal tee Dn bre Yay can er A pel bed schrei re peces E Merit s dE ee OM Cal Fit Bag Kn Deed Fe KS C nir By ret sai a m a y d i 1 s 9 E tMFrahedpy Pe di Call First Rang At Extension Group In this field you can specify the list of extensions or groups to include in the filter where the call first alerted an entry in the list For example entering 1000 for this field would only include call segments which first alerted device 1000 Call Answered On In this field you can specify the list of extensions to include in the filter where the call was answered by an entry in the list For example entering 200 for this field would only include call segments which were answered by device 200 Call Finished On In this field you can specify the list
11. Ll Mii er Les Report List The report list is used to manage the reports that you have created in Callview Wizard All your reports are displayed in different categories such as Default Reports My Reports etc You can double click a report to run that report if the report s data hasn t changed then the report will be loaded from the report cache instead Right clicking a report will display the Report List Menu allowing you to manage the report and perform various actions upon it The report list uses various icons to denote the current status of each report as follows Report Ready This icon is used when a report has been completed cancelled or has not been run yet fo Report Saved This icon is used when a report has been run at some point in the past and the historic report data will be used to display the report rather than run the report again Ed Report Running This icon is used when a report is currently being processed ny Report Pending This icon is used when a report is queued for processing Only one report can be processed at a time with subsequent reports being queued Report Not Licensed This icon is used when the current license that Callview Wizard is using is insufficient to run the specific report Tip Double clicking the Report List caption will toggle the Report List on and off 28 Report List Menu Right clicking the report list will display a menu containing the following items
12. then you can leave this field blank or as Use default If you enter a value in this the tariffs default discount will not be used Charge List At the bottom of the dialog is a list of the current charges for the different charge bands To set a charge band s cost select the charge band and then enter the updated price in the New value field Click Update for your change to take effect Note All prices are measured in the default currency unit e g for the UK for the US Use decimal places to specify fractions of the default currency unit All prices are a charge per minute Setting The Default Tariff By default all new reports use the default tariff to calculate their call costs If you want to change the tariff that reports use as the default then you need to set the default tariff in the Tariff Manager To set the default tariff open the Tariff Manager choose the tariff that you wish to make the default and click the Set Default button The default tariff is displayed in the tariff manager with the text Default appended to the name Note Changing the default tariff will not automatically refresh any open reports You should refresh the reports manually Copy A Tariff To copy an existing tariff open the Tariff Manager select the tariff that you wish to copy and click the Copy button The tariff will be copied but the name will be changed slightly to ensure that the name remains unique Note Copying the de
13. 00 02 35 00 13 45 00 00 21 OCH OCH e SD A4 0 17 20 23 0 29 SD 28 0 36 0 36 0 36 0 36 eL 22 SD 28 GE SU 37 CO 1 Cost Group National National National Hational Mobile Premium Hate Premium Hate Premium Hate Premium Hate Premium Hate Mobile Mobile Intemational Call List Trunk A call list for trunk to trunk calls showing general call information to Trunk Calls Call List Trunk to Trunk Calls Start Time Ans Field 2 04 08 2001 16 30 32 res 04 08 2001 16 33 36 es 04 08 2001 16 33 40 res 30 08 2001 17 54 38 Yes 30 08 2001 17 56 56 res Call List Trunk to Tru Interactive Accountants Trust Link Financial Trust Thompson Software US Gavel Maintenance Trust TE Telecoms Express Call Cost by Cost Group A summary of call costs by the type of call made Call Cost by Cost Group Lost Group Calle In All Calls Free H 16 Internatiorial SEI 12 38 Local b 14 Miscellaneous 4 3 Mobile 25 DS M ational 311 P2 3 Premium Hate 3 214 Regional 15 Er Total d Call Cost by Cost Gro Call Cost By Most Expensive Call A list of outbound calls with the most expensive call listed first Call Cost By Most Expensive Call Start Time Ans 17 08 2001 09 34 34 Yes 17 08 2001 23 04 39 Yes 17 08 2001 09 22 23 Yes 17 08 2001 10 25 07 Yes 17 08 2001 10 27 44 Yes 17 08 2001 10 30 10 Yes 17 08 2001 10 07 43 Yes 17 08 2001 08 03 15 Yes 17 08 2001 10 41 53 Yes
14. 90 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 02 14 08 2001 09 30 00 10 00 00 100 0 50 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 04 81 8 90 9 90 9 100 0 100 0 100 0 0 0 00 00 06 57 1 57 1 100 0 100 0 100 0 100 0 0 0 00 00 10 75 0 75 0 100 0 100 0 100 0 100 0 0 0 00 00 07 77 8 88 9 100 0 100 0 100 0 100 0 0 0 00 00 04 28 6 42 9 100 0 100 0 100 0 100 0 0 0 00 00 14 40 0 80 0 100 0 100 0 100 0 100 0 0 0 00 00 07 14 08 2001 13 00 00 13 30 00 17 6 66 7 66 7 100 0 100 0 100 0 100 0 0 0 00 00 09 17 Total 3983 1640 41 22 1073 1348 1573 1635 1637 1640 0 65 4 82 2 95 9 99 7 99 8 100 0 0 0 00 00 0 EJE N e 14 08 2001 10 00 00 10 30 00 39 3 14 08 2001 10 30 00 11 00 00 63 6 14 08 2001 11 00 00 11 30 00 50 0 14 08 2001 11 30 00 12 00 00 100 0 14 08 2001 12 00 00 12 30 00 35 0 14 08 2001 12 30 00 13 00 00 45 5 A PO y woe OO no CO OH CO OH OH OH OH OH CH CH N e Service Level by Half 22 Service Level Summary ACD An inbound service level summary by month Service Level Summary A O Y X Start Tme Injv4ns Zin ns 4ns lt 5s Ans lt 15s 4ns lt 30s insc B s sns lt 90s 4ns lt 120s 4ns gt 120s Ans lt 5s Ans lt 15s Ans lt 30s Ans lt B60s Ans lt 90s Ans lt 120s Ans gt 120s avg amp nsT Aug 2001 430 179 41 6 132 160 173 179 179 179 0 73 7 89 4 96 6 100 0 100 0 100 0 0 0 00 00 05
15. Example SERVER CTISERVER 01 SERVER 192 160 0129 NOSAVEONCLOSE This command line option allows you to provide full access to all features of Callview Wizard limited only by license but any changes made are not saved to disk To activate this setting use NOSAVEONCLOSE 1 Any other parameters for this option will be ignored and will not activate the setting READONLY This command line option places Wizard into a read only mode where no changes can be made to reports filters or tariffs System administrators may find this mode useful for users who are not very computer literate To activate this setting simply add the command line option to the command line as a word on it s own Backing Up Your Data It is a good idea to make regular backups of your data especially if you have gone to a lot of effort to create the data in the first place Your Callview Wizard data is no exception and although it is not life threatening if your Wizard configuration data is lost it will save you time if you have backed up the data should you ever lose it The files that you should back up are reports cvd Callview Wizard reports file wizard flt Callview Wizard filter file Seel Callview Wizard call charge file Wzliumk eva Callview Wizard Netlink schedules CVWIZ Le LO Callview Wizard RT tiles file EE et Le Callview Wizard RT filter file re link evd Callview Wizard Netlink schedules You may also want to backup any files with an XDT or EVT ex
16. FERRELL m z E o imm cdm sz im in D E ie E F y eer Cen Le KL Ze wk a a e kri 1 VW an A P L Poe i 2 Ke ae eS m hn PL P d i ZH RO T he Lisa i ica bal A Click the drop down list where your extension 1s entered and choose more extensions Notice that as you choose extensions ticks appear next to the names in the list Also the field displays a comma separated list of extensions Choose two extensions that are numerically adjacent e g 200 and 201 Notice that they are added to the list as a range sebastian Rhys Maggie Helena Melinda Lucy Garth Click OK when you have finished editing the filter If your Call List report is still using the filter a warning will be displayed to say that the filter is in use by a report and that the report will need to be refreshed Click OK on the error message and return to your report Press the F5 key to refresh the report and notice how the changes to the filter affect your report s data You can achieve a lot more with filters than just filtering by extensions such as filtering by talk time call cost telephone number etc 23 Import Reports When upgrading from previous versions you may want to import your existing reports from the previous version of software Click the Menu button on the toolbar and select the Import option from the menu Menu New Report DH When the Import Wizard displa
17. Filtering Events You can choose to display only certain events in the Event Window by filtering the events Filtering Events by Status To filter the events by status click this button The button changes to reflect the d General Events Mp type of events that it is filtering When you click the button a menu of available statuses is displayed Choose the status you wish to filter on and the list of events will be recalculated Note The statuses are inclusive Choosing Errors only displays errors Choosing Warnings displays warnings and errors Choosing General Events displays warnings errors and general events and so on Filtering Events by Time Period Oh All Events To filter the events by time period click this button The button changes to reflect the time period that is being filtered When you click the button a menu of available time periods is displayed Choose the time period that you require and the list of events will be recalculated accordingly Note When the Event Window is instantiated automatically because an export or site test failed it will automatically filter itself for events related to the manual export or site test You cannot remove this filter without closing the Events Window and then opening it again Options and Network Settings Overview Of Options Callview Wizard allows you to customise several features of the product such as your required service level local and regional dial codes an
18. Gase wiriad MIE Vries ER uU IA oe E ama wired ACH i sere E Geer mom am e cmo aao mom cm com mm 0 z Ta E EE SEN Eate the sobres uan decreta det Ts Maec De tthe def cena level ek io nice ven IM i racceraci ka tha aleae Gara i swima mt m mi m mmm m imm li n Hen 1 Callview Wizard Standard Choose this option if you only want entry level reporting including call list reports and statistic reports grouped by cost group or telephone number If the Gateway has no standard licenses remaining you will not be able to run any reports Callview Wizard MIS Choose this option if you want advanced reporting without ACD agent support This enables you to create statistic reports grouped by a variety of different fields as well as all the functionality of standard Wizard If the Gateway has no MIS licenses remaining it will try and consume a standard license instead If no standard licenses are available you will not be able to run any reports Callview Wizard ACD Choose this option if you want all report functionality If the Gateway has no ACD licenses remaining it will try and consume an MIS license If no MIS licenses are available it will try and consume a standard license and failing that you will not be able to run any reports Demo Mode Choose this option to use Wizard in demo mode You will not be connected to a Callview Gateway instead using demonstration data stored on the local hard disk When you ch
19. e From Start Time to End Time Runs the report between the two dates specified on the right but for each day between the two dates only considers times between the From and To times For example specifying a From time of 8am and a To time of 5pm will ignore any calls before 8am and after 5pm for every day that the report runs Midnight u Day 1 u Day 2 m Included in report Not included in report E e Choose Range at Run Time If this option is chosen then this dialog displays every time that you run the report so that you can customise the date range for every execution Date Time Selectors Depending on which date range you choose the date time selectors will enable appropriately on the right of the dialog Note that when you choose From Start Date To End Date the start time only effects the start date and the end time only effects the end date For all other date ranges the start and end times are used to calculate the period of each day that will be taken into account See the diagrams above for clarification Tip Use the buttons next to each time selector to allow you to easily default the time to a particular value 36 Weekdays You can restrict a report to only consider calls that start on a given day Placing a tick against one of the days in this section will include that day in the report Removing a tick will not include that day in the report For example removing the ticks against Saturday and
20. j 1 M i 3 d 3 3 1 4 4 J d zg ses oo AA imm e een ec oe Carenl Han d i el Daag tha achpn bo parari an Furia raped ben Okt Conde ho pede s tz For the Report List The list at the top of the dialog displays the reports that will be executed when this schedule fires By allowing the user to schedule several reports at a time to perform a similar action Netlink enables the user to batch reports together Click the Add button to display a menu of reports which can be added to the report list You can only add one instance of each report to the report list Once a report is added to the list it cannot be added again 79 To remove a report from the list when it is no longer needed to be scheduled select the report and click the Remove button Action Having specified the reports to be scheduled you should choose the action that will be performed on these reports The actions include e View reports This will launch the reports in the main report window as if they had been started by the user If any of the reports are already on display they will be refreshed rather than re opened e Print reports This will print the reports to the printer based on each report s current print settings It is recommended that you manually print each report that you intend to schedule first to ensure that your chosen print settings are correct Once you are content with the p
21. logs To upload files to be seen on your website you must upload to the public folder the passwd and logs folders are not seen by visitors to your website Visitors to the site do not know of the public folder but that is where files they request are retrieved from In this instance the In Root Folder would be set to public Additionally if you provided a Report Folder called stats your reports would be uploaded to an FTP directory of public stats and visitors would open the reports in their browser by entering www mysite com stats Username To connect to an FTP server you should provide a username and password Although most FTP sites provide anonymous access where you provide your e mail address as the password such sites do not allow you to upload files in such a scenario Your username will normally have been configured by your ISP or system administrator Password In addition to your username you must provide your password to authenticate yourself as a user who can upload files to the web server Your password will be hidden from view while it is typed and stored encrypted so that other users cannot discover your password 92 Test Having configured your FTP settings you should click the Test button to ensure that your settings work If the test fails an Events window will appear to show you any errors Common Things To Check If your test fails you should check e Spelling Ensure that you are entering the host
22. 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 03 00 00 03 30 00 5 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00 00 00 03 30 00 04 00 00 9 3 33 3 3 3 3 3 3 3 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 04 00 00 04 30 00 14 2 14 3 2 2 2 2 2 2 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 04 30 00 05 00 00 13 3 23 1 3 3 3 3 3 3 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 05 00 00 05 30 00 2 2 100 0 2 2 2 2 2 2 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 00 05 30 00 06 00 00 10 2 20 0 2 2 2 2 2 2 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 Total 430 179 41 6 132 160 173 179 179 179 0 43 7 89 4 96 6 100 0 100 0 100 0 0 0 00 00 05 F Service Level by Half Service Level by Half Hour and Day ACD An inbound service level summary by half hour period and day Service Level by Half Hour and Day A Dr y X Start Time ZIn ns ans lt 5s Sns lt 15s sns lt 30s ns lt 60s pg le Ans lt 120s ns 120s Ans lt 5s Ans lt 15s Ans lt 30s Ans lt 60s Ans lt 90s Ans lt 120s Ans gt 120s avg4nsT 14 08 2001 07 30 00 08 00 00 18 2 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 00 14 08 2001 08 00 00 08 30 00 16 7 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 14 08 2001 08 30 00 09 00 00 66 7 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 00 14 08 2001 09 00 00 09 30 00 40 0
23. 00 02 13 21 98 21 41 20 25 lle 00 74 56 1 32 F055 0 12 KR 00 01 15 20 45 0 11 0 06 1 2x 00 01 53 0 98 046 EDOS 142 00 01 52 055 004 004 0 4 00 00 34 0017 004 004 U S 00 04 08 0 53 SU A3 005 Of 00 01 24 0 68 036 010 0 6 00 13 59 21 47 eld 025 383 100 0 383 10 48 54 2146 60 10 18 0 15 k Call Cast by Account Call Cost by Extension MIS A statistical call cost summary by extension Call Cost by Extension D Pe NX First Rang User First Aang Calle Out AMICI Uut ns totTalkT TotalCost Maut ai AyvglSt 156 Emily Parsons 162 144 152 01 15 21 220 57 t 1 03 0 13 157 Jerry Smart 137 1224 137 00 38 37 216 57 0 92 0 12 104 Jackie Benetton 13 17 19 00 58 25 15 17 Erd 0 80 154 Heidi Cooper 155 13 0 155 01 18 41 213 87 E281 0 09 153 Benson Smith 122 10 9 122 00 40 06 12 01 ES 0 10 150 Theresa Macintosh n EK Zl 00 24 47 10 78 KA UE 0 75 159 Ged Samuels 59 DAS 59 00 37 09 10 71 1 08 0 78 151 Samson Johns 105 SKS 106 01 56 34 10 38 ED 24 0 10 100 Operator 13 1 2 13 00 45 23 EF bb 3 59 0 59 155 Sabrina Price 118 10 5 118 00 50 49 Eh A 0 76 0 04 103 Serena Thompson 3 0 4 2 00 05 25 t3 53 21 57 ED 73 152 Lydia Michaels fall B22 ZU 01 1507 F346 0 18 0 05 101 Stephen Willams d 0 2 d 032219 F344 GER E1 72 106 Amanda Jennezor 53 jx 83 00 76 52 E 3 08 0 53 0 06 158 Natalia Puchenski 30 za 30 00 10 51 ET A EU A3 0 05
24. 00 03 48 00 01 50 00 00 15 00 01 32 2 10 0 2 2 4004 Helen Pegg 20 85x 01 28 10 00 04 24 00 00 31 00 00 07 00 00 00 0 0 0 0 0 4006 Tim Adams 2 0 9 00 06 49 00 03 24 00 00 00 00 00 00 00 00 00 0 0 0 0 0 4007 Mark Williams 89 37 9 02 36 10 00 01 46 00 00 51 00 00 12 00 00 40 1 1 1 1 1 4009 Susan Stone 15 6 4 00 4216 00 03 01 00 01 16 00 00 16 00 01 16 1 6 7 1 0 4010 Agent Spare 1 04 00 00 48 00 00 48 00 00 02 00 00 02 00 00 00 0 0 0 0 0 Total 235 100 0 11 17 37 00 02 56 00 01 50 00 00 12 00 01 15 4 1 7 4 8 v 4 2 Inbound Calls by Age Inbound Calls by Answer Time ACD An inbound call summary by answer time interval Inbound Calls by Answer Time A ie F x d Ring Time Calls In Ans zAlln tetTalkT avgTalkT Ini T avgwT m 00 00 00 00 00 05 127 467 01 5437 00 00 53 00 02 23 00 00 06 00 00 05 00 00 10 ZU 31 9 00 45 48 00 04 29 00 01 16 00 00 09 00 00 10 00 00 15 10 oe 002731 00 02 45 00 00 23 00 00 10 00 00 15 00 00 20 9 472 0001918 00 02 08 00 00 26 00 00 74 00 00 20 00 00 25 2 264 00 0448 00 02 22 00 00 24 00 00 12 00 00 25 00 00 30 3 1 4 00 70 45 00 03 35 00 01 50 00 00 35 00 00 30 00 00 35 A 1 42 00 3459 00 06 59 00 00 34 00 00 28 00 00 35 00 00 40 LUS 00 00 00 00 00 00 00 00 00 00 00 00 00 00 40 BD 00 45 U9 00 0927 00 0243 00 00 46 00 00 36 e Total v 100 0 04 27 16 00 01 29 00 02 23 00 00 09 Al Inbound Calle by Ane 21 Invalid Dialled Calls by Agent ACD A summa
25. 00 26 17 08 2001 13 00 00 13 30 00 18 00 00 52 Total 430 00 01 29 TeleCalc Calls by Hal Call List Agent Specific ACD A call list showing general agent specific information Call List Agent Specific A Dr Pr XX Start Time ns Field 2 Telephone No AgtFRO Gol DU Agt ns AgtNAns AgtFin Call Time Seg 4 17 08 2001 04 55 18 Yes Brown Attorney Ltd 02820004275 4008 4008 4008 Joanne Tompkin 4008 Out 00 00 08 N A 17 08 2001 04 55 35 Yes Brown Consultants amp Partners 02821196333 4008 4008 4008 Joanne Tompkin 4008 Out 00 00 09 N A 17 08 2001 04 56 07 Yes No CLI Received No CLI 4006 4006 Tim Adams 4006 In 00 00 04 N A 17 08 2001 05 00 53 No Real Accountants Corp 02827277328 4002 4002 4002 Out 00 00 21 N A 17 08 2001 05 01 23 Yes First Games Group 02828795269 4002 4002 4002 James Maceldon 4002 Out 00 00 16 N A 17 08 2001 05 01 43 No Brown Software UK 02823560153 4002 4002 4002 Out 00 00 07 N A 17 08 2001 05 01 59 No Fleetrun Financial Plc 02830870194 4002 4002 4002 Out 00 00 12 N A 17 08 2001 05 02 19 Yes Active Solicitors Agency 02837014265 4002 4002 4002 James Maceldon 4002 Out 00 00 10 N A 17 08 2001 05 02 34 Yes First Logistics US 02838527615 4002 4002 4002 James Maceldon 4002 Out 00 00 20 N A 17 08 2001 05 02 58 Yes Brown Solutions Express 02840573322 4002 4002 4002 James Maceldon 4002 Out 00 00 16 N A 17 08 2001 05 03 20 No Jones Logistics Group 02841879962 4002 4002 4002 Out 00 00 01 N A 17 08 2001 05 03 2
26. 140 Agent Supervisor 3 KK A 00 09 48 EU 24 0 15 0 08 Total 1124 100 0 1124 14 50 14 138 27 7 74 EU 1 e 4 pl Call Cost by Extension Call Performance by Day Inbound MIS A list of call performance statistics against individual days Call Performance by Day Inbound A Dr F X Start Time CallsIn In ns Zin ns Ans lt 5s Ans 5s Calls Lost Calls Lost Lst 5s Lst lt 53 Calls Refused IngWT avgwT 06 08 2001 Mon 658 285 43 3 192 67 4 367 55 8 88 24 0 0 00 03 11 00 00 11 07 08 2001 Tue 547 262 47 9 161 61 5 276 50 5 75 27 2 1 00 15 50 00 00 13 08 08 2001 wed 616 319 51 8 209 65 5 290 47 1 80 27 6 0 00 03 43 00 00 11 09 08 2001 Thu 802 297 37 0 194 65 3 500 62 3 111 22 2 2 00 03 17 00 00 12 10 08 2001 Fri 523 253 48 4 191 75 5 266 50 9 69 25 9 1 00 01 36 00 00 08 11 08 2001 Sat 594 240 40 4 166 69 2 349 58 8 107 30 7 0 00 02 11 00 00 09 12 08 2001 Sun 605 318 52 6 207 65 1 275 45 5 57 20 7 9 00 01 59 00 00 12 4 Total 4345 1974 45 4 1320 66 9 2323 53 5 587 25 3 13 00 15 50 00 00 11 M z Call Performance by Call Performance by Day With URL Inbound MIS A list of call performance statistics including un returned lost calls against individual days Call Performance by Day With URL Inbound A O T X i Start Time CallsIn In ns Zln amp ns Ans lt 5s Ans 5s Calls Lost Calls Lost Lst 5s Lst 5s Calls
27. 17 08 2001 09 52 20 Yes 17 08 2001 08 25 05 Yes 17 08 2001 09 27 09 Yes 17 08 2001 11 15 09 Yes 17 08 2001 16 21 00 Yes 17 08 2001 08 48 23 Yes 17 08 2001 13 41 50 Yes 4 Call Cost By Most Exp Telephone No 01838553990 01840316557 01841050634 01797652231 01805769145 Out zur Calls Out Ans 13 Tele 12 36 20 2 180 0 63 7 13 113 11 59 AS 43 Drs 66 0 BBS 23 2 0 ee 3t 2 6 24 Field 2 Telephone No FRO Active Bank Agency 00231561666 104 Quest Maintenance Inc 00268646277 159 Thompson T elecommunicatior 00810635373 152 Anderson Electrical Plc 00249740764 104 Mortgage Solutions UK 00886276534 152 Bridge Electrical Inc 00215318372 155 YZ Services Group 00590271216 100 Colt Software UK 077377116483 152 First Networks UK 00678317222 104 Anderson Construction Corp 00477560300 104 Colt Systems Group 00875320014 100 Anderson Software Corp 00850760076 100 Micro Maintenance Ltd 01224882107 155 First Logistics Plc 01537358571 104 New Contact 00291664607 152 Thompson Telephones Inc 01482218876 104 User First Rang Jackie Benetton Agent Position 10 Agent Position 3 Jackie Benetton Agent Position 3 Agent Position 6 Operator Agent Position 3 Jackie Benetton Jackie Benetton Operator Operator Agent Position 6 Jackie Benetton Agent Position 3 Jackie Benetton A 57 x 34313 94300 343400 34315 94300 00 05 38 00 00 04 00 02 30 00 03 47 00 00 02 D fr x totT alk T Total Lost 0
28. 2001 08 01 40 Micro Financial Inc 08700961634 2511 Auto Attendant Ni 00 00 10 8000 Main Number Auto tter 94328 N A 17 08 2001 11 18 32 XYZ Computing Intl 01223753354 2511 AutoAttendantNi 00 00 03 8000 Main Number Auto Atter 94328 N A 17 08 2001 11 18 57 Principal Construction US 01233190834 2511 AutoAttendantNi 00 00 07 8000 Main Number Auto Atter 94328 N A 17 08 2001 11 20 22 Virtual Attorney Intl 01243726234 532 Enquiries Group 3 00 00 03 8004 General Enquiries Rea 94328 N A 17 08 2001 11 36 43 Fusion Software Plc 01230351574 100 Operator 00 00 08 8008 Quotations Region C 94314 N A 17 08 2001 11 42 10 New Contact 01309612084 100 Operator 00 00 08 8008 Quotations Region C 94314 N A 17 08 2001 13 10 59 XYZ Products Agency 01427361794 2511 AutoAttendantNi 00 00 08 8000 Main Number Auto Atter 94328 N A 17 08 2001 13 15 40 Hampton Telecoms Group 01436322844 104 Jackie Benetton 00 01 55 8014 Call For Jackie Benettor 94300 N A 17 08 2001 14 13 21 First Solicitors Corp 01534445374 2511 Auto Attendant Ni 00 00 20 8000 Main Number Auto tter 94328 N A 17 08 2001 19 52 33 Payne Engineering Express 01971022304 2541 Quotation Call Ro 00 00 09 8004 General Enquiries Regi 94314 N A 17 08 2001 20 33 53 New Contact 02830870194 530 Enquiries Group 1 00 00 04 8004 General Enquiries Rea 94300 2 17 08 2001 23 20 20 Fusion Solicitors US 00345838544 2511 AutoAttendantNi 00 00 07 8000 Main Number Auto Atter 94314 N A 4 H Call List Lost Calls Call List Outb
29. 2001 11 57 04 4001 155 1 Logged in SEI 18 08 2001 11 57 45 4007 150 1 Busy 18082001 11 57 50 4007 150 1 Free 18 08 2001 11 57 50 4007 150 1 Busy 18 08 2001 11 57 59 4007 150 1 Free 18 08 2001 11 58 05 4007 150 1 Busy 18 08 2001 11 58 22 4007 150 1 Free 18 08 2001 11 58 25 4007 150 1 Busy 4 A Detailed Agentexten Inbound Calls Abandoned Summary by Day ACD An abandoned call summary by day Inbound Calls Abandoned Summary by Day A D Fx i Start Time Calls In Calls Lost Lost Lost lt 5s Lost lt 15s Lost lt 30s Lost lt 60s Lost lt 90s Lost lt 120s Lost gt 120s avg amp bndT IngwWT avgwT 06 08 2001 Mon 367 367 100 0 88 290 335 347 359 365 2 00 00 14 00 03 11 00 00 14 07 08 2001 Tue 276 276 100 0 75 225 258 268 272 274 2 00 00 15 00 13 46 00 00 15 08 08 2001 Wed 290 290 100 0 80 233 257 273 283 289 1 00 00 15 00 03 17 00 00 15 09 08 2001 Thu 500 500 100 0z 111 383 452 477 488 436 4 00 00 14 00 02 53 00 00 14 10 08 2001 Fri 255 266 100 07 63 203 251 260 264 266 0 00 00 12 00 01 36 00 00 12 11 08 2001 Sat 343 343 100 0z 107 298 330 340 344 348 1 00 00 11 00 02 11 00 00 11 12 08 2001 Sun 275 275 100 0 57 183 235 253 263 275 0 00 00 18 00 01 59 00 00 18 Total 2323 2323 100 0 587 1827 2119 2218 2279 2313 10 00 00 14 00 13 46 00 00 1 y ZB Inbound Calls amp bando 4 Inbound Calls Abandoned Summary by Half Hour ACD An abandoned call summary by half hour period Inbound C
30. 2001 12 29 54 Yes Micro Solicitors Plc 01388511450 512 153 153 Agent Position 4 153 In 00 00 28 1 17 08 2001 12 30 23 Yes Micro Solicitors Plc 01388511450 152 152 152 Agent Position 2 152 In 00 00 17 2 17 08 2001 12 32 12 Yes Office Computers amp Partners 01388726838 155 155 155 Agent Position 6 155 Out 00 02 13 N A 17 08 2001 12 38 58 Yes Smith Products Inc 01388841301 155 155 155 Agent Position 6 155 Dut 00 00 14 N A 17 08 2001 12 48 01 No No CLI Received No CLI 100 100 In 00 00 08 N A 17 08 2001 12 48 25 No Bates Computers Plc 01389753072 152 152 152 Dut 00 00 03 NAA 17 08 2001 12 48 36 Yes Quest Computing Express 01392603449 152 152 152 Agent Position 3 152 Out 00 02 35 N A 17 08 2001 12 49 38 Yes Total Computers US 01394172304 155 155 155 Agent Position 6 155 Dut 00 00 06 N A 17 08 2001 12 49 48 Yes Peterson Accountants Group 01395934385 155 155 155 Agent Position b 155 Dut 00 00 11 N A 17 08 2001 12 50 03 Yes Direct Telecommunications Lt 01397331417 155 155 155 Agent Position 5 155 Dut 00 00 07 N e E A Call List General Un returned Lost Calls Standard A call list showing lost calls which have not called back again and been answered nor subsequently received a return call Un returned Lost Calls A D F X Start Time Field 2 Telephone No FRO User Est Rang Ring Time DDI Digits DNIS Trunk Gen 17 08 2001 00 31 01 Direct Computers UK 01637411941 530 Enquiries Group 1 00 00 03 8004 General Enquiries Rea 94300 2 17 08 2001 00
31. 4 0 0 1 5 154 Heidi Cooper 00 48 49 00 00 13 06 55 33 16 08 2001 23 32 55 89 6 2 0 0 2 8 2 0 1 155 Sabrina Price 01 33 28 00 01 10 09 22 08 16 08 2001 15 31 02 72 6 26 9 0 5 0 0 1 5 156 Emily Parsons 00 50 25 00 01 12 07 45 58 16 08 2001 21 08 42 85 4 13 8 0 8 0 0 1 3 157 Jery Smart 00 56 29 00 00 00 08 58 02 16 08 2001 23 06 22 89 8 10 0 0 2 0 0 0 1 158 Natalia Puchenski 01 02 49 00 01 19 08 35 03 16 08 2001 22 34 32 89 5 10 4 0 0 0 0 i 2 159 Ged Samuels 01 23 29 00 00 07 08 20 39 16 08 2001 22 29 40 81 1 18 4 0 5 0 0 3 Total 32 48 31 00 38 20 33 38 50 15 08 2001 23 32 55 95 2 13 2 D 3 3 2 cl 4 ACD Status Time by E Call Cost by Agent ACD A statistical call cost summary by agent Call Cost by Agent A ie Pe XI Agent Description Calls Out zou Out ns totTalkT Total Cost Masimum Cost Average Cost 4000 Andrew Daniels 36 4 3x 3b 00 06 03 1 85 ED 12 0 05 4001 Penelope W allice 103 124 103 01 11 43 14 20 t3 88 0 14 4002 James Maceldon 43 D 2x 43 00 10 35 419 0 66 0 70 4003 Julie Wilson 53 b 4x Di 00 26 39 2 93 0 38 0 06 4004 Helen Pegg 183 22 1 183 01 30 56 15 95 1 06 0 09 4006 Tim Adams 147 1f 7X 147 00 42 33 toad EU 35 t 0 06 4007 Mark Willams 43 B 2x 43 O02 7 52 GERD EU 42 0 09 4008 Joanne Tompkins 38 46 38 00 07 30 1 60 0 04 0 04 4009 Susan Stone gb 11 5 96 01 06 49 E233 K de KU Ju 4010 Agent Spare Bu 10 6 DO 01 32 18 15 10 EB 3 ED
32. B You can right click an item in the schedule to display a list of options appropriate for that schedule Note You only need to use the Netlink main window to configure schedules Once you have closed the Netlink window schedules will continue to fire accordingly However if you close Callview Wizard the schedules will no longer be able to fire 76 Netlink Toolbar At the top of the Netlink main window is the Netlink toolbar menu CHL News Edit ab Delete Run how Ml sites ET Events The buttons are as follows A Menu e Menu Displays the Netlink main menu A New New Creates a new report schedule displaying the Add Report Schedule dialog Edit Edit Edits the highlighted schedule in the Edit Report Schedule dialog Oe Delete Delete Deletes the highlighted schedule gt Run Now Run Now Runs the schedule immediately The schedule will still fire at its next scheduled time Ml sites Sites Displays the Sites dialog where you can manage your sites Events Events Displays the Events dialog where you can view recent events If you right click a schedule in the list these options will also be available as well as Enable Schedule Enables a disabled schedule If it S next fire time has elapsed the schedule will run immediately Disable Schedule Disables an enabled schedule The schedule will not fire until it is enabled again Netlink Main Menu From the Netlink toolbar you can display
33. However if you want to perform calculations on the data this option is not recommended since you cannot perform numeric calculations on text For example if you exported a record containing a call duration of 5 minutes 30 seconds this option would output the value as 00 05 30 Output numeric values as numbers With this option checked numeric values in the report will be outputted as numbers This is useful if you want to perform calculations on the data but can make viewing the data a little harder For example if you exported a record containing a call duration of 5 minutes 30 seconds this option would output the value as 330 the equivalent time in seconds 5 minutes x 60 seconds 300 seconds 30 seconds 330 seconds Output numeric values as text and numbers With this option checked numeric values in the report are outputted first as formatted text and then in another column as the actual number This means that every numeric field in your report is outputted as 60 two columns which will make your CSV export contain more columns than your original report The benefit of this option is that you can still view the CSV export easily because the formatted text is exported and still perform calculations on the export because the numeric values are exported Field Separator CSV files get their name because the values are separated by commas Comma Separated Values Some applications require a separating value other than a com
34. IP natively Wizard will need the host name or IP address of the Gateway computer to be entered in this field This will normally be a name of the form CTISERVER UU XX When communicating over NetBIOS Wizard will need the NetBIOS name of the Gateway computer to be entered in this field This will normally be a name of the form CTISERVERx Port Adapter When communicating with TCP IP natively Wizard will need to know the port that Gateway is listening on By default this is port 3986 although this can be changed on the Gateway When communicating over NetBIOS Wizard will need the NetBIOS LAN Adapter number to use to connect to the Gateway This is not necessarily the same as the LAN Adapater number being used by the Gateway In this instance it is recommended that the user choose to autoconfigure It is not recommended that users change the value in this field without assistance from their system administrator unless instructed by technical support Autoconfigure This button will search your network for valid Callview Gateway installations that are listening on the given protocol Call Data You can enter the path to your Callview Gateway data in this field 101 Automatically retrieve the database path With this option checked Wizard will work out the location of the Callview Gateway data and complete the Call Data field automatically for you Users are not recommended to change this setting Importing Overview Of Im
35. If the call occurs across multiple segments then only the segment talk time is used to calculate the segment cost for the segment where the call is answered and all subsequent segments use the segment call time For single segment calls only the segment talk time is used to calculate the segment cost Finally the cost of the call is compared against the dial code s minimum call charge if defined otherwise the tariff s default minimum call charge If the call cost is below the minimum it is set to the minimum The dial code s discount if defined otherwise the tariff s default discount is then applied to the call cost When calculating inbound call costs where no Caller ID CLI was received the All other codes charge is used automatically 74 Callview Netlink Overview Of Callview Netlink Callview Netlink provides several additional features to Callview Wizard as follows Scheduled Reporting With Netlink you can schedule reports to be run at intervals ranging from every 15 minutes to once a month Reports can be automatically displayed printed exported publish to the Internet or e mailed Batch Reporting Netlink provides you with the ability to batch several reports together and perform the same action on all reports at once For example print your monthly reports all at the same time or publish key reports to the Internet every day Report Publishing With Netlink you can manually or automatically publish yo
36. LAN One or more Callview supported protocols see above e Callview Gateway You must have successfully completed an installation of Callview Gateway connected to a supported telephone system unless you are using the product in Demonstration Mode e Callview Wizard Product CD Network Configuration For Callview Wizard to be able to function correctly it must be able to communicate with the Callview Gateway computer This section explains how the network should be configured By default Callview Wizard will search for the Gateway using a series of expected names starting from CTISERVER 01 to CTISERVER 10 To be able to successfully connect to the Gateway the Wizard PC must be able to resolve these names Checking Name Resolution The quickest way to check if a name can be resolved is to click the Start Menu select Run and then enter the name you wish to resolve e g to check for CTISERVER 01 we would enter NNCTISERVER 01 If an Explorer window appears listing a CVGW folder then the name can be resolved Note If you are using NetBIOS rather than native TCP IP then you will also need to check names of the form CTISERVER1 There is no easy way of doing this other than running Wizard Shared Folders Once you have determined that the computer name is resolvable we need to check that the Callview Gateway s shared folder can be accessed During the Gateway installation the appropriate folder is shared automatically with the na
37. ME Of Wired ACD Cake Melink Moving the mouse over an option will display more information on that license level Choose the license level you want as well as whether you want to demonstrate Callview Netlink and then click the OK button If you wish to leave demonstration mode to connect to a CTI Server use the License page in the Options dialog Disclaimer The demonstration call and agent status data shipped with Callview Wizard for use with the Demonstration Mode has been artificially created Company names and telephone numbers that are contained within these files and which are shown in Callview Wizard reports are fictional and similarity to any company or person whether trading living or otherwise is purely coincidental Data Description The demonstration data consists of 3 months worth of call and agent status activity covering every day between the Ist June 2001 to 31st August 2001 Each specific day in a month has the same call and agent activity across all three months e g the call and agent status activity is the same as for the 4th June as it is for the both the 4th July and 4th August The demonstration data represents a fictitious insurance company with the following attributes 11 ACD agents 20 DDI numbers 69 Extensions including Voice Mail applications 12 hunt groups 12 analogue trunk lines and 42 digital trunk lines 24 hours per day working site receive and make calls outside of working
38. Out Completed The percentage of outbound calls completed for this particular grouped field against the number of outbound calls completed for the entire report Of All Calls Refused The percentage of calls refused for this particular grouped field against the number of refused calls for the entire report Of All Calls Overflowed The percentage of calls overflowed for this particular grouped field against the number of overflowed calls for the entire report Of All Code 1 The percentage of calls where summary code 1 was entered for this particular grouped field against the number of calls where summary code 1 was entered for the entire report Of All Code 2 The percentage of calls where summary code 2 was entered for this particular grouped field against the number of calls where summary code 2 was entered for the entire report Of All Code 3 The percentage of calls where summary code 3 was entered for this particular grouped field against the number of calls where summary code 3 was entered for the entire report Of All Code 4 The percentage of calls where summary code 4 was entered for this particular grouped field against the number of calls where summary code 4 was entered for the entire report Of All Short Calls The percentage of short calls for this particular grouped field against the number of short calls for the entire report Of All Unrecognised Calls The percentage of unrecognised calls for this particular g
39. Server this statistic counts all calls answered by the given extension or agent where the answering device is different to the completing device and where the answering device is listed in the General tab of the filter used to calculate the statistic while the completing device is not Transferred Within Group The number of calls transferred between devices in the same group This statistic can only be calculated when grouping a report by a non extension or agent ID field e g Telephone No etc If Call Segmentation is enabled on the CTI Server this statistic counts the number of call segments that have been transferred between extensions or agents If Call Segmentation is disabled this statistic counts the number of trunk line calls where the completing device differs from the answering device and both devices are in group When calculated this way a device or agent is considered in group if it is entered in the General tab of the filter being used to calculate the statistic Transferred Into Group The number of calls that alerted a hunt group because the calls were directly transferred to the group device This statistic can only be calculated when grouping a report by a non extension or agent ID field e g Telephone No etc If Call Segmentation is enabled on the CTI Server this statistic counts the number of call segments that alerted a hunt group because the calls were directly transferred to the group device If Call S
40. Statistics Reports consist of several records and each record displays several pieces of information or statistics Some of these relate to information about a particular call but the majority of statistics that you will come across in Callview Wizard are calculated values How you choose to create your report will effect how the statistics are calculated Calculating Statistics by Device or by Trunk On the Filter page of the Report Properties dialog you can choose to calculate statistics by device or by trunk line This setting is defaulted for you when you create a report so you shouldn t need to change it How this setting is set will effect how statistics are calculated since it effects how calls are modelled Calculating Statistics by Device In this method statistics are calculated by modelling calls on devices extensions agents and hunt groups that the trunk call was active on This means that transferred calls are included when calculating the statistics For example a call that rang at group 1000 was answered at 210 but then transferred to group 1001 would be considered as two calls one that initially rings 1000 and one that rings at 1001 For the majority of reports this setting is the most appropriate Hunt Group The best way of visualising this is to imagine a sphere of glass surrounding internal devices in the PBX Statistics are calculate by considering the trunk line call traffic that has passed through
41. T button on the report toolbar and select Add Filter Alternatively you can click the Add button on the Filter Manager if you wish to create a filter without applying it to a report immediately The Add Filter dialog will appear to allow you to specify the filter criteria Edit A Filter To edit a filter select the filter in the Filter Manager and then click the Edit button If the filter is applied to a report the report will not be automatically refreshed to reflect the changes to the filter You must manually refresh the report using the Refresh button on the toolbar The Edit Filter dialog will appear to allow you to change the filter criteria 46 Add Edit Filter Dialog This dialog is used when creating and editing filters It consists of several tabs of information you don t necessarily have to configure items on each page to create a filter This dialog is also used when editing a filter General Tab This tab is used to specify the filter name as well as a list of devices that should be included in the filter BEES Ha Duain Ca Sat fewest Teter Pre ius Calico ACD Hunt Groups 1 Deck EDOE Eye adore affer wxhwlhepwu Gegen bakean diman hiaz Weg FRONS D q alee Gu 1 1 i 3 1 1 a e iH 1 sl ii s i g 1 d d e d d f p es e danona io melo ahan Man cole Donen sce e f Filter Name Enter a name to describe your filter in this field A f
42. against the number of calls handled for this particular grouped field Unrecognised Calls The percentage of unrecognised calls against the total number of calls for this particular grouped field Unreturned Lost Calls The percentage of unreturned lost calls against the total number of inbound calls for this particular grouped field Invalid Dialled Calls The percentage of invalid dialled calls against the total number of outbound calls for this particular grouped field 126 Recoverable Calls The percentage of recoverable calls against the total number of lost calls for this particular grouped field 127 Calls With CLI The percentage of inbound calls received with CLI Caller ID against the total number of inbound calls for this particular grouped field Calls Identified The percentage of identified calls against the total number of calls handled for this particular grouped field DDI Calls The percentage of inbound calls received via a DDI line against the total number of inbound calls for this particular grouped field Answered lt X The percentage of calls answered within the given time frame against the total number of calls handled for this particular grouped field Lost lt X The percentage of inbound calls lost within the given time frame against the total number of inbound calls for this particular field Peak Used The percentage of trunk lines in use at the busiest point in the given ti
43. an extension or agent ID field this statistic is calculated as the total time that the extension or agent has spent logged in at one or more hunt groups during the duration of this report When grouping a report by time of day this statistic is calculated as the total time that all extensions or agents spent logged in at one or more hunt groups during the period of the day being considered by this grouped field E g 1f grouping by half hour this statistic would display the total time on duty for each half hour period across the duration of the report 138 This statistic is not available when grouping by other fields Cur Time On Duty For extensions or agents that are currently logged in to a group this displays the time spent on duty i e since they last went from a logged out state to a logged in state For extensions or agents that are not currently logged in this statistic displays as 0 Time In Free The total time spent in the free state by this particular grouped field When grouping a report by an extension or agent ID field this statistic is calculated as all the time that the given device spent in the free state during the report period When grouping a report by the time of day this statistic is calculated as all the time spent in the free state by all devices during the period being grouped For example if grouping by half hour this statistic will calculate all time spent in the free state during the half hour period i
44. and select the Z A Op UI Import option from the menu I a eF New fr When the Import Wizard displays choose Version 2 5 Call Charge Data from the list of options then click Next o anion 29 Fepor 4 Cites aces med eri H Flers 3 rar Les Call Che Dats 2 Other nens Deeg Enter the filename that you wish to import from Callview Wizard will attempt to default this file for you Click ped Fryen ee Sheer Wi eT get z The list of tariffs will be read in from the file The previous version of Wizard could only support one tariff Place a tick next to the tariff and click Next if you want to import the tariff or click Cancel if this is not the tariff you expected 25 Imigort Wira Once the tariff has been imported a list will appear detailing the outcome of the import Note When you import a tariff it is not automatically made the default tariff Callview Wizard Window The Main Window Callview Wizard has one main window where you can perform all your reporting tasks 7 Callyiew Wizard a wo a v 9 TOolbar S 7 Menu Mew Reports Filters Tariffs Options M d F Summarv Copv Preview Print Export peeve i Sales Calls by Day TE mum TEM Voie RES SC Loi ES SES SE EA OT EE Filter Sdescals jum peers 10 56 03 Dates This Week 5 items 1 438 5 Un returned Lost Calls i GE Calls by Extension Start Time Calls Ini Calls hens Avg Falk Time ART
45. be surrounded by quotes Example LOAD my reports cvd LOAD D wizdata reports cvd FILTERS The FILTERS command line option allows you to specify a set of report filters for the application to load instead of the default filter file wizard flt The parameter for this option is the filename of the filters to load If this name contains any spaces it should be surrounded by quotes Example FILTERS my filters flt FILTERS D NwizdataNfilters flt TARIFF The TARIFF command line option allows you to specify the call charge tariff file for the application to load instead of the default call charge file callcost cvd The parameter for this option is the filename of the tariffs to load If this name contains any spaces it should be surrounded by quotes Example TARIFF my call CoOsts lt cva TARIFF D wizdata charges cvd 13 SCHEDULES The SCHEDULES command line option allows you to specify the Netlink Schedules file for the application to load instead of the default schedules file wizlink cvd The parameter for this option is the filename of the schedules to load If this name contains any spaces it should be surrounded by quotes Example SCHEDULES my schedules cvd SCHEDULES D wizdata schedules cvd SERVER The SERVER command line option allows you to override the CTI Server that the Wizard connects to on start up The parameter that you specify is the name of the server as you would enter it in Network Settings
46. be used to enter alphanumeric account codes e g SALES CALL instead of 1234 You can also filter on these alphanumeric account codes by entering the text to filter Information Tab This tab is used to filter information based on the telephone number or associated data in the Callview Gateway telephone number import database Several of the fields on this dialog are disabled in Callview Wizard This is because such information is not known historically but is known in real time The filter dialog has been designed to look similar between Callview Wizard RT and Callview Wizard and so these unavailable fields are disabled MEER ux bene Capas SCH Hugtpge DeecknEDOE Duskn Call fim Wine j Tredered Cels e Yoon Boe Cells on ee telephone runde edi the Callciese inpol hekk LEk iha hiiyo loha hia entes gran les t 11 i 1 d d 4 A Iw d 4 D A Telephone No s You can enter a comma separated list of telephone numbers to include in the filter You can also use wildcards to specify similar telephone numbers as well as prefixing a telephone number with to mean any number except this telephone number For example entering 01243987654 01243987657 would include both telephone numbers in the filter Alternatively entering 01243 01253 would include all numbers beginning with 01243 or 1253 Entering 07 would exclude all numbers that started with 07 Import Field 2
47. bottom of the list Use the Move Up button to position the statistic just below the Calls Out Ans statistic Then add Avg Talk Time positioning it just below Total Talk Time If you don t want a field in the list you can remove it Select the Maximum Cost field from the list and click Remove The field is immediately removed You should now have a display that looks like the following When you click OK the report will be recalculated if it is still open 3 Telephone Mo 1 ii Field 2 ii Calls Out OF All Calls Out E Calls Out Ans 1 amp Calls Out Ans E Total Talk Time E Avg Talk Time E Total Cost E Average Lost Filtering Reports This tutorial covers how to create and edit a simple filter You can create filters from either the Filter Manager or from within a report For now well concentrate on the Filter Manager Click the Filters button on the toolbar to display the Filter Manager dialog 21 Click the Add button to create a new filter The Add Filter dialog will appear E SE u xj i Dian Zum p Bened du See Gi etic jouent Y Cummins Si Wiese E A A a oF ne ue d E E GAP Mete A Every filter must have a unique name to identify it Give the filter a name of Test Filter The next field is a list of extensions that we want to include in our reports Click the drop down arrow next to the field and select your extension from the list displayed If you cannot see your extension in th
48. call traffic at all the corresponding devices e By Device When calculating statistics by device the call statistic calculation considers every segment of 117 every inbound call that was transferred recalled or diverted to different internal destinations within the telephone system Calls Out Ans The total of number of outbound call segments that have been answered When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of outbound calls that were answered by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of outbound answered calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of outbound answered calls that were made to the corresponding caller s telephone number This statistic is not effected by whether the report is calculated By Trunk or By Device Calls In Completed When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of inbound calls that were completed by the corresponding extension or agent ID This statistic is not available when grouping the report by the other field grouping options When call segmentation is enabled on the CTI Server this statistic considers every segment of ever
49. choose to display a call summary report For call lists a call summary report is several statistics to summarise the calls in the call list For a statistic report a call summary provides the report totals which are normally displayed at the bottom of the report in list mode Losst we in Aag ue fired Tree Binasi rd Tras Arg borden Tee He Aira iu T anis daas Lari Hes Lal Tiros Ar Cad Taur Hinc Tae Tr s Cat Tine Total Arg Tre Tolg T Tee m To display the call summary report switch to the report that you wish to display the Call Summary call summary for and then click the Call Summary button Having displayed a call summary report you can use it just like any other report by printing it exporting it or switching to print preview mode If the report changes that the call summary is based on the call summary report will automatically update to reflect those changes 42 Note You won t see call summary reports in the report list nor are they ever saved A call summary report is created dynamically from a particular report and is no longer valid once the original report is closed or deleted Displaying Call Details Having opened a call list report you can view call details about a particular call in the report This will display all the information about the particular call as well as allowing you to navigate between the call segments This enables you to see the path that the call took from first alerting to
50. configure Advanced Settings and then hit the Next button If you choose to configure advanced settings the next page that displays will depend on the file format you have chosen Advanced Settings CSV This page of the Export Wizard is displayed when exporting to CSV and you choose to configure advanced options The default settings for a CSV export will work with most CSV capable applications Occasionally however some applications will require the data in a particular format in which case you will need to configure the advanced settings Cheese hee uea vcd iban tha Fil Hn ba hr HW D uiput Field nane an ihe D d Ee A Dud rerea alea erfresgie bcd Y uiput nurse TT i D cara meer vg ar beet and ramban M Fica quar ha ed ard fed delirar characiarz l Ek Zetagn Output field names as the first line With this option checked the very list line of the CSV export will consist of the field names being exported If this option is not checked the first line of the CSV export will be the first exported record of data It is usually a good idea to leave this option switched on unless the application that is going to use the CSV file specifically does not want field names on the first line Output numeric values as formatted text With this option checked numeric values in the report will be outputted as text formatted as it would appear in the report window This is useful if you want the CSV file for text processing
51. copy the report s contents to the clipboard for pasting into other applications Simply click the Copy button on the toolbar with the report active and the report is copied to the clipboard 43 The report is copied in tab delimited format which can be interpreted by most word processor and spreadsheet applications If you wish to access the report data in a particular format then you should Export the data instead Duplicating A Report You can duplicate any report in the report list to enable you to take an existing report and make changes to it without affecting the original To duplicate a report right click the report in the report list and select the Duplicate menu item The duplicate report will be given a slightly different name to ensure that the report name remains unique Tip If you duplicate a report and the apply a different tariff to the duplicate you can easily compare the different call costs between two tariffs Deleting A Report You can delete any report in the report list should you decide that the report is no longer of use to you To delete a report right click the report in the report list and selected the Delete menu item You will be given the option of not deleting the report before the report is actually deleted Note Deleting a report cannot be undone Once a report is deleted it is gone forever Information On Reports To find out information on a report such as when it was last viewed or la
52. e a call being transferred from the Quotation call routing announcement to the Claims hunt group or two different company names could be shown as having the same telephone number or visa versa When running reports using Callview Wizard s Demonstration Mode there are a few considerations to take into account e What Is Today Callview Wizard assumes that the current date e g today s date is the current day of month while calculating the report as if it were the month of August 2001 For example if the real date was the 15th December 2002 then when run in Demo Mode Callview Wizard would run reports for the 15th August 2001 The dates and times would still display as the 15th December 2002 however e Data Range Since Callview Wizard only has 3 months of data June to August 2001 you can only report on 3 months worth of data However Callview Wizard will run all your reports as if they had been run during the demonstration data s report period as long as you only run reports within the last 3 months of the current month For example in December 2002 you can report on dates between October and December 2002 in March 2003 you can report on dates between January and March 2003 Additionally if you run a report for today at midday you will get statistics for the entire day Setup Guide Setup Overview This section covers the installation and configuration of Callview Wizard Such configuration does require a re
53. each ACD status Status by Extension A Dy YX Device Description totInTalkT totDutTalkT totHidT totOnDutyT Time Free Time Busy WUT ZEBsyNAT Avg In Rate Avg Out Rate a 150 Theresa Macintos 00 10 32 00 30 44 00 00 00 07 41 34 87 8 121 0 1 0 0 3 1 151 Samson Johns 00 03 49 00 06 03 00 00 21 07 17 52 74 3 8 7 0 2 16 7 4 1 152 Lydia Michaels 00 15 29 01 07 25 00 00 06 08 35 40 76 8 23 0 0 2 0 0 1 2 153 Benson Smith 00 24 10 01 47 21 00 00 56 13 55 29 83 3 16 3 0 4 0 0 0 5 154 Heidi Cooper 00 03 30 00 42 33 00 00 00 08 19 49 83 8 11 2 0 4 4 5 1 3 155 Sabrina Price 0131737 0131246 00 01 16 083734 75 9 23 8 0 3 0 0 1 3 156 Emily Parsons 00 40 01 00 27 15 00 00 36 08 34 18 80 2 19 5 0 3 0 0 3 1 157 Jerry Smart 00 00 48 00 10 35 00 00 00 08 32 34 95 9 41 0 0 0 0 2 1 158 Natalia Puchensk 00 04 11 00 07 30 00 00 00 07 29 43 95 8 4 1 0 1 0 0 2 1 159 Ged Samuels 00 00 12 01 40 23 00 00 00 09 17 55 81 9 18 0 0 1 0 0 0 2 Total 04 27 16 10 48 54 00 03 22 88 22 28 83 5 14 5 0 2 1 8 al 24 e Status by Extension 23 ACD Status by Half Hour and Day ACD An ACD statistical summary by half hour showing the percentage of time spent in each ACD status ACD Status by Half Hour and Day A Dr F X d Start Time Calls ln Calls Out avgTalkT IngwT tot nDutyT Time Free Time Busy WUT ZBsyNAT FTEAgts 17 08 2001 06 30 00 07 00 00 7 18 00 00 14 00 00 07 02 15 5
54. get you started You can access these tutorials from the Getting Started window of Callview Wizard which you get to from the main menu Report Basics Callview Wizard consists of three configurable elements reports filters and tariffs Reports A report is a collection of data taken from the Callview Gateway data files It consists of several fields of information relating to this data e g time of call answering extension In certain reports fields can be statistics calculated from the original data e g calls lost total talk time average wrap up time etc You can create reports to display the information you require over the time period that you require You can then perform actions on these reports by printing exporting or even publish them on the Internet The report list is where you will interact with your reports here you can create view edit print e and export any of your reports SE including several default reports SE that are created for you when you first start Callview Wizard a Report A dat 15 Filters The power of Callview Wizard comes from its filtering capabilities Having created a report you can apply a filter to the report so that it only considers certain pieces of information For example you could create a filter to only consider a range of devices or only consider calls that were not answered You could create one filter for every report you run but you will find that it s easier
55. given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Avg Call In Time The average duration both ringing and answered of all inbound call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Avg Call Out Time The average duration both ringing and answered of all outbound call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic 1s not
56. have been configured in either Callview Wizard or Wizard RT detailing the site name host name or folder and the number of reports currently contained on the site Creating A Site You can create a site from the Sites dialog in one of several ways m Click the New button on the toolbar B Right click the list area of the Sites dialog and choose New Site from the menu You can also create a new site wherever you are given the opportunity to choose a site Editing A Site You can edit a site from the Sites dialog in one of several ways m Select the site to edit from the list and then click the Edit button B Right click the site that you wish to edit and then choose the Edit Site option from the menu Add Edit Site Dialog When you choose to create or edit a site the Add Site Dialog or Edit Site Dialog appears Both dialogs are the same and provide the same functionality to make it easier for you to create and edit sites Note Site creation and editing can require a reasonable knowledge of IT and Internet technologies If you are uncertain of any settings when creating a site you should ask a member of your IT staff for clarification 88 Site Tab The site tab allows you to name your site site so that you can identify it within the user interface as well as choose the template it will use Be jwentew B Dea nee toidence this de The versat beni Ve m mang nist cree pn haz copar Es E el E EC EN
57. hold duration of all call segments When grouping a report by an extension or agent ID field e g Device Agent etc only call segments where the call was completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic 1s not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Total Call In Time This statistic displays the cumulative call duration of all inbound call segments When grouping a report by an extension or agent ID field e g Device Agent etc only call segments where the call was ringing or active at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Total Call Out Time This statistic displays the cumulative call duration of all outbound call segments When grouping a report by an extension or agent ID field e g Device Agent etc only call segments where the call was ringing or active at the given extension or agent are considered Wh
58. hours 7 days per week working site receive and make calls at the weekend Approximately 2200 calls per day Approximately 1100 existing customers which are appropriately depicted within the Callview Gateway s telephone number list e Approximately 10 of inbound outbound calls have Account Codes 111 222 999 entered in against them e Approximately 33 of all external calls are inbound e Approximately 95 of inbound calls are being received with CLI e Approximately 85 of inbound calls are identified within the Callview Gateway s telephone number list e Approximately 90 of outbound calls are identified within the Callview Gateway s telephone number list e Approximately 65 of inbound calls are abandoned by the caller e Most inbound calls come via DDI number 8000 which routes the call to an Automated Attendant The caller then chooses an option from the Automated Attendant menu so that they are transferred to the appropriate internal department e g Operator Claims Quotations etc Additionally the fact that the demonstration has been artificially created means that some anomalies may exist within reports that are run across the demonstration data For example the forecasting statistics may not give meaningful values since they rely on call center traffic appropriate for Erlang B and Erlang C calculations Reports may show calls being transferred between two devices that doesn t necassarily make sense i
59. in RT Scheduled Reporting Configure your reports to print display export e mail or publish at frequent intervals or at given times Have your reports on your desk as soon as you arrive for work Batched Reporting Group together several reports to be processed at the same time Export to Word Excel CSV Export reports manually to common application formats Export to HTML WML Export reports manually or automatically to HTML or WML for viewing in web browsers or on WAP enabled devices E mail Reports E mail your reports straight to your colleagues Publish Reports Publish reports to the Internet for viewing in a web browser or on a WAP enabled device Note Features available may vary depending on license purchased Version 2 X A A XX X A X A A XX X X XS S S S XX XXX Version 3 x XK KK KKK KK KK 585885838 XX XS X Version 3 x with Netlink SS KK 55 88 588 5888335 KR NAA Demonstration Mode New for version 3 is the ability to put Callview Wizard into demonstration mode where it does not attempt to connect to a CTI Server and allows you to choose the license that you wish to demonstrate with You can choose to put Callview Wizard into demonstration mode during installation or at any time from the License page of the Options dialog When you enter demonstration mode you are prompted to choose the level of license that you require wu Cnoose the K tge pa wiento T Standard Nic wd T Wired
60. is transferred or not except for minimum call charges and setup charges The minimum call charge is applied to answered calls where the call charge did not exceed the minimum and the setup charge is applied to all calls answered or not This statistic is not effected by whether the report is calculated By Trunk or By Device Total Cost Out The total cost of all outbound call segments A call is charged from the moment it is answered irrespective of whether it is transferred or not except for minimum call charges and setup charges The minimum call charge is applied to answered calls where the call charge did not exceed the minimum and the setup charge is applied to all calls answered or not This statistic is not effected by whether the report is calculated By Trunk or By Device Maximum Cost The cost of the single most expensive call segment whether inbound or outbound This statistic is not effected by whether the report is calculated By Trunk or By Device 124 Maximum Cost In The cost of the single most expensive inbound call segment This statistic is not effected by whether the report is calculated By Trunk or By Device Maximum Cost Out The cost of the single most expensive outbound call segment This statistic is not effected by whether the report is calculated By Trunk or By Device Average Cost The average cost of all call segments whether inbound or outbound This statistic is not effe
61. mail client open With this option selected Callview Netlink will use any currently logged on profiles when it comes to sending an e mail This is the easiest option since your e mail application will already be logged on and functioning If you do not always keep your e mail application open select I want to use this profile for sending e mails You should also choose this option if you want Netlink to use a different profile for sending e mails to the one you use for your own e mail If you choose to use a particular profile you must select the e mail profile that you wish to use Netlink will try and locate any configured profiles on your computer If you cannot find your profile type its name rather than choosing it from the drop down list Note You must choose a profile that does not require any user interaction Netlink may need to e mail reports when you are not at your desk and if the profile needs extra information such as username and password it will fail to initialise the profile and your scheduled e mails will not be sent Most e mail applications do not require you to logon Click Next when your choices are satisfactory 83 E mail Options When e mailing reports in a schedule you must specify who to send the e mail to and what the contents of the message will be Netlink will include the exported reported files as attachments in your message E mal irare EE RS TTT ETA boy ant t da zone hang ban Heo cx citar
62. name folders username and password correctly e Network connection Ensure that your computer is connecting to the Internet correctly and that the remote host is accessible by PINGing the FTP Site you have chosen If you do not get a response or receive error messages then your network connection or your web server may be having problems Consult with your system administrator or ISP e Authentication Y ou may not have access to the web server to upload files Check your username and password Additionally you may wish to try manually FTPing to the server For information on using FTP consult Q240727 How To Use The FTP Utility from the Microsoft Support website Deleting A Site You can delete a site from the Sites dialog in one of several ways m Select the site to edit from the list and then click the Delete button B Right click the site that you wish to delete and then choose the Delete Site option from the menu Note Deleting a site cannot be undone Once a site is deleted it is gone forever and would need to be recreated Sites are shared between RT and Wizard regardless of which application you delete the site from Resetting A Site Index Many sites will maintain an index of the reports that have been published there Under some circumstances you may wish to reset this index so that effectively no reports have been published on that site Right click the site that you wish to reset the index of and then choose t
63. need to choose this option if your system administrator will only let you have FTP access to the locally hosted web server for publishing reports You will not need to choose this option if you are using a web server that is hosted on your local PC SysAdmin This option should be selected if you want to FTP files to your web server The remaining options on this tab will depend on which of the above options you select Local Area Network Options When you choose to upload your reports to a site on your local area network the Web Server tab requires the following configuration eddie cole cr nete Waiter F Se estacion fa cal ara ins Ge d Be pl T dis hocedrancia leg is rta DA PLI ommo me 6 mom om erer c wa ca D Hh Ite ba deter eon e k en TL pou E STEM s TERT Tes bas Si EN ef ES ii qu T e T E E EPIVEFP Sn al Us EEEE EE UGG B Nem n s ms mm aa mm meom m mao ANA eee eee PPP AAA quom M35 Unete Ta bution o valide Fa setingrihai ules ened salto prepa hs eto la A W m m m m x ms mer se LESE EE LR ARA ERE RR A A A E 90 Folder This is the full path name to the location where you web server resides Ideally it should point to the web server root or a path from the root On an installation of Internet Information Services this is typically C Inetput wwwroot SysAdmin This value is the UNC path to the shared folder where the user w
64. nz Calls Gut Calls Out nes Intraln Intra Out Interin Inter Out Calls Refused 4000 Andrew Daniels Al Al B12 B12 3n 3 0 o 3 4001 Penelope wallice 31 31 ZOU ZOU H 1 3 0 1 4002 James Maceldon E B 619 619 4 U U U 4003 Julie Wilson 18 18 DO4 DO4 13 3 0 d o 4004 Helen Pegg 20 20 1106 1106 12 1 i 12 0 4006 Tim Adame 2 2 DE 556 3 o 1 0 0 4007 Mark Williams B8 B8 680 680 24 G 2 0 H 4008 Joanne Tompkins U 0 205 205 U 1 U U U 4009 Susan Stone 14 14 309 309 2 23 4010 Agent Spare 1 1 ar ar D U U U Total 231 231 6218 6218 103 23 E 43 11 Transferred Calls by 24 Transferred Calls by Extension A transferred call summary by extension Transferred Calls by Extension A ix 7 x Device Description Calls In Calle In n Calls Out Calls Qut Ans Intraln Intra Out Interim Inter Out Hei 100 Operator 08 156 220 181 B 4 T 34 U 101 Stephen williams B8 23 d 5 4 0 U U 1 102 Jahn Knight 83 38 ER ta J 3 n 103 Serena Thompson B3 34 24 09 9 1 U U U 104 Jackie Benetton 142 ro Ob 165 12 2 O 12 2 105 Michael Shaw ee 10 1 15 1 D U U U 106 Amanda Jenneson 34 2d 316 Bl 11 O O O 1 120 Meeting Hoom 1 t 11 J U 0 U U U 121 Meeting Room 2 0 o A 5 U o U U 140 Agent SERGE 59 44 43 40 13 1 2 4 na i Total 3983 3 1640 i 8650 7720 d 116 El 27 389 5 afd 32 1 2 Transferred Calls by Unrecognised Calls by Agent A summary by agent of unrecognised call
65. of extensions to include in the filter where the call was completed by an entry in the list For example entering 201 for this field would only include call segments which were completed by device 201 Call First Rang At Dialled By In this field you can specify the list of agents to include in the filter where the call first alerted an entry in the list For example entering 4000 for this field would only include call segments which first alerted agent 4000 If a call first alerted a non agent device it would not be included in the filter Call Answered By In this field you can specify the list of agents to include in the filter where the call was answered by an entry in the list For example entering 4000 for this field would only include call segments which were answered by agent 4000 If a call was answered by a non agent device it would not be included in the filter Call Finished By In this field you can specify the list of agents to include in the filter where the call was completed by an agent in the list For example entering 4000 for this field would only include call segments which were completed by agent 4000 If a call was completed by a non agent device it would not be included in the filter Tip You can choose items from the lists by clicking the drop down arrow and then picking devices from the list Alternatively you can enter devices directly into the field When entering devices individual devices shoul
66. on their cost direction or the DDI number dialled by the calling party etc In previous versions of Callview Wizard the filter was part of the report In this version of Callview Wizard filters have been separated from reports You can now apply the same filter to several reports enabling you to have one or two filters that provide all your filtering needs and apply the filters to all your reports The Filter Manager The Filter Manager displays a list of all filters that you have created or imported You can use the Filter Manager to create new filters edit existing filters as well as copying and removing filters Es Press Ctrl F to quickly open the Filter Manager 45 Filter Manager SE ER Ke Customer Service Expensive Mobile Calls 1 Reception Sales Line Transferred to voice Mal Add Button Click the Add button to create a new filter Once the filter is created it will be added to the list of filters Remove Button Having selected a filter from the list click the Remove button to delete the filter Edit Button Having selected a filter from the list click the Edit button to edit the filter Copy Button Having selected a filter from the list click the Copy button to create a copy of the filter Note You cannot remove edit or copy the All Calls filter Create A New Filter There are several ways to create a new filter To create a filter and apply it to an open report at the same time click the
67. one page button pressed down or letting column s spill onto adjacent pages if necessary button pressed up 55S e Displays a menu to scale the font by on the page Choosing a smaller scale will y Dt g allow you to fit more text on each page while a bigger scale will display less text on each page Displays the page setup dialog to allow you to configure the page settings Tip Unlike other applications being in preview mode doesn t stop you from using the report just as if you were in list mode You can still edit the report s properties change filters and the date range as well as exporting the report without having to switch back to list mode Navigating A Print Preview Preview mode offers several methods of navigation m Use the toolbar buttons to move between the different pages of the report as well as zooming in and out of the page You can also drag the page with the left mouse button down to move it around the screen if the page doesn t fit your screen dimensions This is often quicker than using the scroll bars E Use Page Up to go up one page in the report Use Page Down to go down one page in the report Use the key on the numeric keypad to zoom in Use the key on the numeric keypad to zoom out 57 Options In Print Preview The toolbar for the preview mode provides you with several options for customising your report Autosize Columns This button toggles the report between autosizing column
68. statistics calculation counts the number of outbound calls which match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of outbound calls that were received from made to the corresponding caller s telephone number This statistic is not effected by whether the report is calculated By Trunk or By Device Calls Lost The total of number of inbound calls that were not answered where the caller abandoned the call in the last segment When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of lost calls which first alerted or last alerted by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of lost calls which match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of lost calls that were received from the corresponding caller s telephone number A call is only considered lost if it was not answered in the last call segment and is therefore not effected by whether the report is calculated By Trunk or By Device Calls In Ans The total of number of inbound call segments that have been answered When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of inbound
69. sum mom ee n gd Wau can chou s dels hunplis o apple Le te nia he Dod GieeWrheanpesan es ihe pe and ete an ale d 0d Brancdasd ep bes g Bandael t DER ne De Spera wie A Pte AF ra jJ Prada Espasa hal A Fini Dy Kueb bie Pie o eo h lu Bean ell NM LI s bah m MR e e web Keen e We d ele o o i Lat seri Site Name This is where you enter a name to describe your site The name should be unique as well as adequately describing the site e g where it is or what its purpose is Template The list on the left displays the currently installed Netlink templates Choose a template and a preview of the template will appear in the window on the right The template that you choose will not only effect how your reports will look when published but will effect what devices your report can be viewed with Templates that end with WAP are designed for viewing on mobile devices such as mobile phones or personal digital assistants PDAs Index File Several of the templates will maintain an index of published reports for the site In this way you can use your browser or mobile internet device to navigate to a single page where you will find links to all your reports The index file can be given any name although it is recommended that the name be one of the default page names configured on the web server where the reports will be uploaded For example most UNIX based web servers have a default page name of index htm or
70. that the given device spent in the free state during the report period divided by the number of times that the device changed to the free state When grouping a report by the time of day this statistic is calculated as all the time spent in the free state by all devices divided by the number of changes to the free state by all devices during the period being grouped This statistic is not available when grouping by other fields Avg Time Busy The average time spent in the busy state by this particular grouped field When grouping a report by an extension or agent ID field this statistic is calculated as all the time that the given device spent in the busy state during the report period divided by the number of times that the device changed to the busy state When grouping a report by the time of day this statistic is calculated as all the time spent in the busy state by all devices divided by the number of changes to the busy state by all devices during the period being grouped This statistic is not available when grouping by other fields Avg Time Wrapup The average time spent in the wrapup state by this particular grouped field When grouping a report by an extension or agent ID field this statistic is calculated as all the time that the given device spent in the wrapup state during the report period divided by the number of times that the device changed to the wrapup state When grouping a report by the time of day this st
71. the report in the report window and choose Send to Internet from the menu Alternatively right click the report in the report list and choose Send to Internet from the menu Press Alt P on the keyboard The Publish Wizard will be displayed to lead you through the report publishing process Note You will need to create a site to publish the report to or have previously created a site Site creation can require extensive IT experience so it is recommended that you create a site and test it before publishing 65 Publish Wizard When you choose to e mail a report the Publish Wizard will display This will walk you through the process of publishing your report in your chosen format Using Stored Settings The first page of the Export Wizard allows you to initialise the Wizard with saved settings from a previous export If you have never exported before you won t have any saved settings This is a quick way of initialising the wizard with common settings that you want to use several times Zens Firma TS js i EE vais sae par ebro ton peine er in eios a eec elton tened ating The drop down list displays all the settings that have been saved on this computer Choose the setting that you require and click Next Note The setting names are chosen by the user when they get to the end of the Wizard If you choose bad names then it will be harder to identify which settings to load on this page Choosing The Site When publish
72. this option ticked the report will only consider the last call segment where the call was not answered abandoned calls If you apply a filter which filters answered calls only you will effectively filter out all calls e Only show un returned lost calls call lists only With this option ticked you convert a normal call list report into an un returned lost call list report This will only display abandoned calls which have not subsequently called again and been answered and have been not been called back and answered e Only process trunk to trunk call transfers With this option ticked the report will only consider call segments that were transferred to or from an external number For example if a customer calls reception and is transferred to their account manager s mobile phone both the call from the customer and the call to the account manager will show up as trunk to trunk call transfer segments e Only process outbound calls which have been dialled incorrectly With this option ticked the report will only consider outbound calls which have not been dialled correctly If you also choose a filter which only considers inbound calls or answered calls you will effectively filter out all calls e Only process outbound calls to 100 192 etc services With this option ticked the report will only consider outbound calls to services e g the operator directory enquiries etc If you also choose a filter which only considers inb
73. to be completed for the schedule to work General Tab This tab allows you to name the schedule as well as defining how frequently the schedule will fire T ith Eris a unique rene tr ier this schedule bj i hake mE o repo You camachadularipod lor regla interact bar itn Petia ds E 1 OC Ee eet Schedule Name This is a name with which to identify the schedule The schedule name must be unique Every X Schedule The first schedule option creates a schedule that will fire on an interval basis In the first field you choose the interval required and in the second field you choose the units for the interval from the drop down list For example to create a schedule that fires every hour you would enter 1 in the first field and choose hours from the second field Alternatively you could enter 60 in the first field and choose minutes in the second field You should also choose the time of day when the schedule should first fire 78 The minimum interval period for a Callview Wizard schedule is 15 minutes You cannot create a schedule that will fire more frequently than every 15 minutes Every Day Of Week Schedule The second schedule option creates a schedule that will fire on a particular day of the week You should choose which day of the week you wish the schedule to fire by choosing from the drop down list You can also choose weekdays which will fire the schedule once a day for each we
74. to create some generic filters that can be applied to any of your reports e g one filter to consider calls to the Sales Line one filter to consider calls made by your Telesales team etc Tariffs One feature of Callview Wizard is the ability for reports to calculate call costs for both your inbound and outbound calls To do this the report needs to be told which tariff to use The tariff defines how much you are charged by the network provider for calling different destinations In the UK a default tariff for British Telecommunications is installed automatically You can create your own tariffs particular to your network provider and any discounts that you may have Note The call costing feature of Callview Wizard is provided as an indication of call cost only and should not be used as a completely accurate cost of telephone calls provided by the network provider Running Reports Callview Wizard creates some default reports for you when it is first installed The first tutorial will cover running some of these reports and making some minor report changes First ensure you can see this tutorial page and the Callview Wizard main window On the left of the main window is the report list This is where you can perform most of the necessary actions that you will need with Callview Wizard Report Move the mouse cursor over the Call List default report and then double click with the left mouse button The report will then open in
75. was answered at a non ACD agent With Call Segmentation enabled on the CTI Server this will be the answering agent in the current call segment If the call has not been answered in the current call segment then this field will be blank With Call Segmentation disabled on the CTI Server this will be the first agent that answered the call irrespective of whether the call had been transferred or not Agt Finished On The agent where this call segment ended at or was transferred to another device or blank if the call segment ended at a non ACD agent With Call Segmentation enabled on the CTI Server this is the agent that completed the current call segment before the segment was transferred or ended With Call Segmentation disabled on the CTI Server this is the very last agent that completed the call irrespective of whether the call was transferred or not 109 Agt Name First Rang The description of the agent where this call segment first alerted as defined in the CTI Server configuration database Agt Name Last Rang The description of the agent where this call segment last alerted as defined in the CTI Server configuration database Agt Name Ans On The description of the agent where this call segment was answered as defined in the CTI Server configuration database Agt Name Finished On The description of the agent where this call segment ended or was transferred as defined in the CTI Server configuration database DNI
76. was only logged in for half the period This statistic is not available when grouping by any other field Forecasting Statistics Trunks Required When grouping a report by time of day this statistic displays the number of trunk lines that were required during the given time of day such that the percentage of inbound callers who were rejected received an engaged tone is below the acceptable level as defined in the Erlang B C section of the Options dialog This statistic uses Erlang B calculations to consider the probability of calls being rejected because no trunk lines are available The calculation takes into account the average call time during the given time of day as well as the number of calls handled 141 Erlang B is used to model multiple servers where customers are rejected never to return if no servers are available In this case the servers correspond to trunk lines Agents Required When grouping a report by time of day this statistic displays the number of agents that were required during the given time of day such that the percentage of inbound calls answered within the given Service Level Period defaulting to 10 seconds is above the minimum acceptable Service Level as defined in the Erlang B C section of the Options dialog This statistic uses Erlang C calculations to consider the probability of a call being answered within a given time period The calculation takes into account the average talk time and wrapup
77. whether they were received with CLI Caller ID or not Choose the Yes button to only include calls received with CLI choose the No button to only include calls that weren t received with CLI and choose the All button to include all calls irrespective of whether they were received with CLI or not Direct Dialled Only You can filter calls based on whether they were direct dialled or not Choose the Yes button to only include direct dialled calls choose the No button to include non direct dialled calls and choose the All button to include all calls irrespective of whether they were direct dialled or not Call Cost You can filter calls based on the cost of the call First choose how to compare the call cost by choosing a comparison type from the drop down list e g gt gt lt lt Then enter a call cost in the adjacent field The call cost is always entered in the main currency unit e g in the UK in the US To enter a fractional part of a currency unit e g 50 pence in the UK enter 0 50 50 Note Using the comparison for call cost is not advisable Due to the way that computers store numbers you can have situations where the computer stores 0 50 as 0 499999999 and the equivalence operator will therefore fail Try and use gt lt where appropriate instead Note Call Costing calculations are based on limited data input and therefore may differ from the actual call charges made by the Network Carrier s Cost G
78. 0 00 00 35 00 00 44 3 50 0 3 0 00 00 30 00 00 35 6 1 4 00 34 59 00 06 59 00 00 34 00 00 28 00 00 11 1 16 7 1 0 00 00 35 00 00 40 0 0 0 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 0 0 00 00 40 00 00 45 4 0 9 00 05 27 00 02 43 00 00 46 00 00 36 00 00 29 2 50 0 2 0 nanan AE nnn en n n mer an a AA nn OO nn nn nn nno nn nn nn nn nn n nne n n Total 430 100 0 04 27 1 d 00 01 29 00 02 23 00 00 09 00 00 11 248 57 7 240 1 X 4 FE Inbound Calls by Ring Invalid Dialled Calls by Extension MIS A summary by extension of incorrectly dialled outbound calls An invalid tel no is less than 10 digits long but not a local number with an associated call that was not answered Invalid Dialled Calls by Extension hoe Pe NW First Rang User First Hang Calls Out rv zinv A 100 Operator BA 0 104 Jackie Benetton ff O 106 Amanda Jenneson 123 140 Agent Supervisor 156 U 150 Theresa Macintosh 13 O 151 Samson Jobs 200 3 152 Lidia Michaels 3 0 153 Benson Smith H 0 154 Heidi Cooper 18 0 155 Sabrina Price 10 0 156 Emily Parsons 18 0 157 Jerry Smart 3 O Uz 158 Matala Puechenski 128 3 dO Total 1358 53 SE hd 4 A 0 0 0 0 0 8 0 0 0 0 1 5 0 0 0 0 0 0 0 0 0 0 Invalid Dialled Calls by 16 Line Usage by Half Hour and Day MIS A statistical call summary by half hour period and day For each half hour period the maximum number of lines busy is also shown Line Usage by Ha
79. 0 00 07 00 00 03 01604663014 Colt Networks Corp d 2 6 2 00 00 24 00 00 12 00 00 12 00 00 06 1533358884 Latitude Logistics Corp 2 EK d 0000 12 00 00 06 00 00 08 00 00 04 1544735184 Real Telephones Corp 2 EK d OO00173 00 00 06 00 00 09 00 00 04 msrrD023014 Business Telecommunicatic 2 25 2 00 00 28 00 00 14 00 00 08 00 00 04 01540231604 Office Software Corp z 2 6 2 0000 54 00 00 27 00 00 06 00 00 03 1554775384 Peterson Communications E 25 2 HUDD A4 00 00 22 00 00 06 00 00 03 01570312934 Direct Attorney UK 2 25 2 00 00 14 00 00 07 00 00 08 00 00 04 UT 204 2080 7424 PEs Solutions UE a Se T E SE SE 1 229753354 ww Parar Intl Total 7 100 0 72 0 45 56 00 00 38 8 00 08 37 7 0 00 06 i 1 Top Dialled Numbers Top Received Numbers Standard Statistics by telephone number received for inbound calls T X Top Received Numbers A U Telephone Ho Field 2 Dalsin Z n In amp ns totTalkT avglalkT IngwT avgwT 028920511857 Office Systemes UK H 0 3 3 00 04 15 00 01 25 00 00 22 00 00 11 01311447310 Mortgage Engineering Plc B D 2x S 00 06 50 00 01 22 00 00 40 00 00 15 00677431693 Micro Bank Intl H 0 2 3 00 04 32 00 01 08 00 00 47 00 00 74 002305396920 Standard LANs Express H D 2x 1 00 00 19 00 00 09 00 0456 00 00 30 013638586770 Quantum Construction Ple H D 2m 1 OO0241 00 01 20 00 01 08 00 00 13 01456320554 Bates Accountants Inc H D 2m 4 OO0F 1 00 01 12 00 00 20 00 00 04 0870
80. 0 00 40 34 1 74 chars 00 00 40 00 00 50 16 1 72 1 6 0 00 50 00 07 00 13 17 13 00 01 00 00 01 10 3 D Oz KK 00 07 10 00 01 20 4 1 72 0 9 00 07 20 00 07 30 0 6 0 5 00 07 30 00 07 40 0 6 0 33 Total 383 100 0 SS Calls by Talk Time Calls Completed by Agent ACD This report format show statistics for calls completed by each agent Calls Completed by Agent AgtFin Agt Mame Finished On Andrew Daniels Penelope wallice James Maceldon IhEnd OQutEnd totT alkT 00 09 52 02 29 20 00 11 23 01 06 40 07 55 06 00 46 03 00 38 24 00 11 41 01 22 18 01 32 30 00 00 14 00 01 15 00 00 15 00 00 59 00 00 34 00 00 17 20 00 41 00 00 17 00 00 47 00 01 00 Julie Wilson Helen Pegg Tim Adams Mark Willams Joanne Tompkins Susan Stone Agent Spare wm 629 10 23 17 sg Calls Completed by 4 19 Detailed Agent Extension ACD Status ACD An detailed ACD status event report by agent and extension Detailed Agent ExEension ACD Status hoe Pe NW Status Changed At Agent ID Ext Logins Agent Status Hunt Group 18 08 2001 11 37 58 4007 150 1 Free 18 08 2001 11 38 08 4007 150 Free 18 08 2001 11 38 15 4000 151 1 Busy 18 08 2001 11 38 33 4000 151 1 Free 18 08 2001 11 41 56 4000 151 1 Busy 18082001 11 47 43 4000 151 Wrapup 18 08 2001 11 48 04 4000 151 1 Free 18 08 2001 11 49 49 4009 152 O Logged out 531 18 08 2001 11 52 15 4000 151 1 Busy 18 08 2001 11 54 28 4000 151 1 Free 18 08
81. 0 02 00 00 00 00 00 00 00 00 03 94340 0 0 0 23 2 0 00 27 03 00 01 21 00 00 00 00 00 00 00 00 06 94341 0 0 0 250 21 4 03 18 59 00 00 50 00 00 00 00 00 00 00 00 07 Total 367 100 0 1166 100 0 15 16 10 00 00 47 00 02 23 00 00 09 00 00 06 gt Calls by Trunk Line Calls Completed by Extension MIS This report format show statistics for calls completed by each extension Calls Completed by Extension A D F NM Fin User Finished On QutEnd Total Talk Time Avg Talk Time Longest Wait lri Amanda Jenneson 00 12 18 00 00 13 00 00 00 Agent Supervisor 00 12 56 00 04 18 00 00 00 Theresa Macintosh 00 41 16 00 00 41 00 00 21 Samson Johns 00 09 52 00 00 14 00 00 10 Lydia Michaels 01 22 54 00 00 47 00 00 44 Benson Smith 02 11 31 00 00 36 00 00 18 Heidi Cooper 00 46 03 00 00 17 00 00 06 Sabrina Price 2 31 23 00 01 12 00 00 31 Emily Parsons 01 07 16 00 00 58 00 00 41 Jerry Smart 00 11 23 00 00 15 00 00 02 Natalia Puchenski 00 11 41 00 00 17 00 00 05 Ged Samuels 01 40 35 00 01 03 00 00 06 sj 383 15 16 10 00 00 47 00 00 5 Calls Completed by E Inbound Calls by Half Hour MIS An inbound call summary by half hour period Inbound Calls by Half Hour D Fe X i Start Time Calls In Z n totTalkT avgTalkT Ing T avgw T avg bndT Calls Lost Lost Aevi ble Hei 11 00 00 11 30 00 24 33 D0 33 34 00 04 11 000212 00 00 20 00 00 25 16 BB 7x 15 3 11 30 00 12 00 00 193 26 00 3406 00 03 06 00 03 03 00 00
82. 0 02 24 15 12 49 16 08 2001 19 43 07 81 4 18 2 0 4 0 0 0 4 4005 Tony Bradley 00 00 00 00 00 00 00 27 48 16 08 2001 12 43 46 99 7 0 3 0 0 0 0 3 0 4006 TimAdams 00 11 07 00 00 00 06 55 33 16 08 2001 23 32 55 89 6 2 0 0 2 8 2 4 0 4007 Mark Willams 00 13 58 00 00 10 06 58 24 16 08 2001 22 27 06 95 0 4 9 0 1 0 0 0 1 4008 Joanne Tompkins 00 49 19 00 00 00 08 35 03 16 08 2001 22 34 32 895 104 0 0 0 0 2 1 4009 Susan Stone 00 34 28 00 00 00 13 05 02 16 08 2001 14 59 24 93 0 6 9 0 1 0 0 0 1 4010 Agent Spare 01 12 26 00 00 00 08 20 39 16 08 2001 22 29 40 81 1 184 0 5 0 0 0 2 Total 08 38 30 00 03 31 93 39 50 16 08 2001 23 32 55 85 2 13 2 0 3 1 2 11 21 v 4 gt ACD Status Time by ACD Status Time by Extension ACD An ACD statistical summary by extension showing the percentage of time spent in each ACD status ACD Status Time by Extension A D Fx Device Description totTalkT totHidT tot nDutyT Last Login At ZFreeT BusyT 4WUT ZBsyNAT Avg In Rate Avg Out Hate a 140 Agent Supervisor 04 04 25 00 03 18 00 03 33 15 08 2001 12 18 06 100 0 0 0 0 0 0 0 0 0 150 Theresa Macintosh 00 19 19 00 00 10 06 58 24 16 08 2001 22 27 06 95 0 4 9 0 1 0 0 0 1 151 Samson Johns 00 47 25 00 02 16 07 58 24 16 08 2001 17 09 22 76 0 16 1 0 6 7 3 1 5 152 Lydia Michaels 00 52 14 00 03 12 13 05 02 16 08 2001 14 59 24 93 0 6 9 0 1 0 0 0 1 153 Benson Smith 03 05 13 00 05 35 15 12 49 16 08 2001 19 43 07 81 4 18 2 0
83. 0 09 58 0 00 1 52 13 33 31 00 03 54 0 41 00 03 35 0 51 O0 34 22 FF 5d 12 06 43 6 69 00 04 30 25 98 00 20 49 t202 430 100 0 1166 100 0 983 15 16 10 174 06 M k Call Time Call Cost Cost Group 00 09 18 00 08 54 00 11 28 00 06 05 00 05 02 00 07 06 00 04 24 00 13 45 00 03 07 00 09 33 00 02 44 00 02 07 00 31 29 00 24 48 00 01 24 00 17 32 10 18 International 8 33 International 7 48 International 6 48 International 4 59 International 3 88 International 3 65 International 3 50 Mobile 3 38 International 3 08 International 2 44 International 2 24 International 2 11 National 1 67 National 1 41 International 1 17 National A Dr F xXx Seg N N N N N N N N N N N N N N N N A iS Standard Standard Standard Call Cost by Telephone Number A statistical call cost summary by telephone number dialled Call Cost by Telephone Number Telephone No 07699312459 408185761 1383123578 06808133057 7 06444445131 00642404437 1 758321333 01444902473 014603001 71 077211664055 1373724444 01 38071 3462 00670643962 Tota 4 Field 2 Total Bank Trust Alpha Financial Corp Fusion Games UK Scott Electronics Corp Link Construction Agency Fusion Maintenance Corp Mew Contact New Contact Bridge Telephones Ltd Quest Telecoms Corp Thompson Solutions Trust Virtu
84. 0 34 00 00 09 00 00 09 12 00 00 12 30 00 4 4 31 2 7 00 46 22 00 01 17 00 00 19 00 00 07 00 00 04 12 30 00 13 00 00 1 6 15 1 3 00 06 48 00 00 24 00 00 24 00 00 08 00 00 06 13 00 00 13 30 00 4 4 36 3 1 00 30 17 00 00 46 00 01 55 00 00 13 00 00 07 13 30 00 14 00 00 2 3 18 1 5 00 42 02 00 01 37 00 00 15 00 00 03 00 00 13 14 00 00 14 30 00 5 8 29 25 01 18 11 00 02 00 00 02 23 00 00 18 00 00 07 14 30 00 15 00 00 0 7 6 0 5 00 11 07 00 01 14 00 00 05 00 00 02 00 00 12 15 00 00 15 30 00 0 9 3 08 0031413 00 02 50 00 00 21 00 00 07 00 00 12 15 30 00 16 00 00 0 9 22 1 9 00 11 ei 00 00 58 00 00 26 00 00 12 00 00 13 A0 0w 0o ADAN 00 Total 430 100 0 1186 100 0 15 16 10 00 00 47 00 02 23 00 00 09 nun Calls by Half Hour Unrecognised Calls by Extension MIS A summary by extension of unrecognised calls Unrecognised Calls by Extension A e Pe NM Finished On User Finished Un Calls Handled Unrecognized Calle Unrecognized Calls a 152 Lidia Michaels 110 15 156 100 Operator 33 5 12 0 153 Benson Smith 36 E 11 4 153 Ged Samuels 94 11 11 14 154 Heidi Cooper 177 13 10 4 104 Jackie Benetton 10 5 150 Thereza Macintosh 3 94 Total 1345 is 140 eed H Unrecognized Calls b Call Cost by Account Code MIS A statistical call cost summary by account code Call Cost by Account Code Ae fe Xx AVC Code Calle Out ZAIMU totTalkT Total Lost Maut al 92 148 10 00 40 14042 1018 0 76 0 8
85. 0 46 00 07 26 00 00 11 23 07 2001 Mon 10775 3551 feed 9543 33 0 67 0 86 6 110 01 36 00 00 51 01 00 07 00 00 12 Total 58548 22508 46038 60633 32 83 67 2 88 5 749 0341 00 00 54 01 00 07 00 00 11 F am d Call Summary by Week Call Summary by Week Inbound A list of inbound specific call statistics against individual weeks Call Summary by Week Inbound A D F X i Start Time Calls In In ns Cu Ident DDI Calls Calls Lost Ref ZXln ns CLI ident DDI X Calls Lost IngwT avaWT avg amp bndT 25 06 2001 Mon 3423 1398 3261 2947 3421 1988 4 40 8 95 3 86 1 99 9 58 1 00 02 40 00 00 09 00 00 12 02 07 2001 Mon 4345 1974 4137 3699 4345 2323 13 45 4 95 2 851 100 0 53 5 00 15 50 00 00 11 00 00 14 09 07 2001 Mon 3983 1640 3787 3411 3979 2248 41 2 95 1 85 6 99 9 56 4 00 03 42 00 00 12 00 00 15 16 07 2001 Mon 7207 1352 6878 6167 7205 5794 10 18 8 954 856 100 0 80 4 00 07 26 00 00 11 00 00 12 23 07 2001 Mon 3550 952 3388 3034 3548 2548 0 26 8 95 4 85 5 99 9 71 8 01 00 07 00 00 12 00 00 13 Total 22508 7316 21451 13258 22438 14901 34 325 95 3 85 6 100 0 66 2 01 00 07 00 00 11 00 00 13 y HS Call Summary by Wee 4 Call Summary by Week Outbound A list of outbound specific call statistics against individual weeks Call Summary by Week Outbound D Pe XI i Start Time Calls ut Dut ns Ident ZUlut ng Zldent tatTalkT avgTalkT totH
86. 0 94 7 5 3 0 0 0 0 4 527778 17 08 2001 07 00 00 07 30 00 11 22 00 00 10 00 00 18 01 38 51 91 2 8 6 0 3 0 0 3 295000 17 08 2001 07 30 00 08 00 00 0 10 00 00 03 00 00 00 01 46 35 99 0 1 0 0 0 0 0 3 552778 17 08 2001 08 00 00 08 30 00 11 51 00 00 33 00 00 21 01 31 27 74 3 25 7 0 0 0 0 3 048333 17 08 2001 08 30 00 09 00 00 8 33 00 00 49 00 00 08 01 55 35 74 8 24 6 0 6 0 0 3 852778 17 08 2001 09 00 00 09 30 00 10 23 00 00 57 00 00 22 01 32 45 85 0 15 0 0 0 0 0 3 091667 17 08 2001 09 30 00 10 00 00 4 44 00 00 54 00 00 10 01 15 56 87 9 11 7 0 4 0 0 2 531111 17 08 2001 10 00 00 10 30 00 12 33 00 01 47 00 01 23 01 30 00 69 2 30 8 0 0 0 0 3 000000 17 08 2001 10 30 00 11 00 00 E 00 00 40 00 00 55 01 26 41 74 6 24 8 0 6 0 0 2 889444 17 08 2001 11 00 00 11 30 00 00 01 44 00 00 32 01 43 15 70 9 28 6 0 5 0 0 3 441667 Total e em d 00 00 47 00 02 23 88 22 28 83 5 dE EH 1 8 cam 4 ACD Status by Half H Transferred Call Summary ACD A transferred call summary Transferred Call Summary dl gt Pe XK t Start Time Calls In Calls In amp ns Calls Gut Calls Qut Ans Intra ln Inter In Inter Out Calls Refused 2 17082001 Fri 430 173 1166 983 3 S Di 1 Total 430 179 1166 983 3 57 57 1 i 4 Ld Transferred Call Sum Transferred Calls by Agent ACD A transferred call summary by agent Transferred Calls by Agent A OU Fe NW Agent Description Calle In Calls In amp
87. 00 12 30 00 14 08 2001 12 30 00 13 00 00 14 08 2001 13 00 00 13 30 00 4 Inbound Calls by Half 11 6 3 25 2 28 11 16 3 20 n ZAllIn 0 3 0 2 0 1 0 6 0 1 0 7 0 3 0 4 0 2 0 5 0 3 0 4 totTalkT avgTalkT 00 00 35 00 00 17 00 00 21 00 00 21 00 00 20 00 00 10 00 04 03 00 00 24 00 00 18 00 00 09 00 07 43 00 00 42 00 39 14 00 05 36 00 05 10 00 00 38 00 12 15 00 01 21 00 25 43 00 03 41 00 12 59 00 02 35 00 01 44 00 00 34 Total 100 0 58 13 04 00 02 07 00 03 42 00 00 12 00 00 15 56 4 e ua Inbound Calls by DDI Number An inbound call summary by individual DDI number Inbound Calls by DDI Number DDI Digits DNIS 8000 Main Number Auto Attendant 8004 General Enquiries Region Al 8005 General Enquiries Region B 8006 General Enquiries Region C 8007 Quotations Region Al 8009 Quotations Region C 8010 General Operator Number 8011 Call For Stephen Williams 8012 Call For John Knight 8014 Call For Jackie Benetton 4 Inbound Calls by DDI Calls In 206 123 1 y y 16 1 5 1 12 ZAllln 56 1 33 5 0 3 0 3 0 3 4 4 0 3 1 4 0 3 3 3 Inbound Calls by Hunt Group An inbound call summary by hunt group that a call alerted Inbound Calls by Hunt Group Grp Description Calls In 530 Quotations Region Al 532 Quotations Region C 531 Quotations Region B 500 Operator Queue 1 501 Operator Queue 2 502 Operat
88. 00 12 00 00 05 00 00 06 00 00 00 00 00 07 00 00 13 00 00 14 00 00 20 00 00 27 00 00 41 9 5 1 15 0 17 4 8 0 14 e 175 44 mk 1 0 1 6 1 5 1 4 81 8 83 3 33 3 60 0 0 0 60 7 36 4 50 0 0 0 65 0 54 5 82 4 85 0 39 8 100 0 0 0 100 0 100 0 100 0 100 0 100 0 33 3 avg4bndT Calls Lost Calls Lost 00 00 03 00 00 04 00 00 04 00 00 33 00 00 28 00 00 32 00 00 03 00 00 00 2 2 3 2 0 29 6 24 0 40 9 2 2 3 3 5 8 100 0 0 0 A Dr Y X 8 5 1 14 0 17 4 8 0 12 E ecOooococcccrnzcococsc 0 A O X 170 te co de ck H et je ch EI ca avg amp bndT Calls Lost Calls Lost Revr ble Calls Refused 0 OO OO OH OO OH OH OH a CH Total 367 100 0 04 27 16 00 01 29 00 02 23 00 00 09 00 00 11 248 57 6 240 y aia A Dr Pr XX Rcvrble O flw 0 0 0 46 14 10 MIS MIS MIS 15 Inbound Calls by Device First Rung MIS An inbound call summary by individual extension Inbound Calls by Device First Rung A Dr P X First Rang User First Rang Calsin Allin totTalkT avgTalkT IndwT avgwT avg amp bndT Calls Lost Calls Lost Revr ble Ref 104 Jackie Benetton 15 3 5 00 51 15 00 04 39 00 01 55 00 00 20 00 00 41 4 26 7 4 0 105 Michael Shaw 4 0 9 00 04 00 00 02 00 00 01 18 00 00 37 00 01 18 1 25 0 1 0 140 Agent Supervisor 2 05 00 00 26 00 00 26 00 02 23 00 01 1
89. 0945986 Scott Financial Intl H 0 2 DU 00 00 00 00 00 00 00 04 16 00 00 20 2885533453 Total Telecoramunicatione En H U S 3 00 10 21 00 02 04 00 00 13 00 00 05 01545160196 Kudos Telephones amp Partner b 2x U 00 00 39 00 00 79 00 00 08 00 00 03 00975320014 Colt Systems Group i 225 00 02 32 00 00 30 00 00 56 00 00 10 017286194701 xYz Systems Plc 0 23 00 00 00 00 00 00 00 00 42 00 00 76 Total 4 Top Received Numbers 323 J 100 0 1084 a 53 13 15 00 02 03 00 03 42 00 00 12 cl Configuration ACD Agent List Standard A simple list of all the ACD agents and agent descriptions programmed into Callview Gateway Configuration ACD Agent List hoe Pe xX Agent ID Description Andrew Daniels Penelope w allice James Maceldon Julie Wilson Helen Pegg Tony Bradley Tim Adams Mark williams Joanne Tompkins Susan Stone Agent Spare Configuration ACD A Configuration DDI Number List Standard A simple list of all the DDI digits and service descriptions programmed into Callview Gateway Configuration DDI Number List DDI Digits DNIS Routed To Qing amp nnmnts Mam Number Auto Attendant Claims Line Vehicles Claims Line House Contents Claims Line Holiday General Enquiries Region 4 General Enquiries Region B General Enquiries Region C Quotations Region 4 Huotations Region B Quotations Region C General Operator Number Call Far Stephen Willams Call For Jahn Knight Call For Ser
90. 1 00 02 23 1 50 0 1 0 150 Theresa Macintosh 3 21 00 08 05 00 01 09 00 01 06 00 00 22 00 00 45 2 22 2 2 0 152 Lydia Michaels 3 0 7 00 05 27 00 02 43 00 01 16 00 00 40 00 01 16 1 33 3 1 0 153 Benson Smith 1 0 2 00 12 32 00 12 32 00 00 00 00 00 00 00 00 00 0 0 0 0 0 155 Sabrina Price 5 1 2 00 36 25 00 07 17 00 00 31 00 00 19 00 00 00 0 0 0 0 0 156 Emily Parsons 6 1 4 00 10 48 00 03 36 00 01 50 00 00 58 00 01 29 3 50 0 3 0 500 Operator Queue 1 6 1 4 00 09 59 00 01 59 00 00 24 00 00 13 00 00 00 0 0 0 0 0 F19 Flainn lima U i san 1 n a nin nn 3 n nn nn 1n nn nn 1o nn nn 1o nanan n n me n n Total ESA 430 100 0 04 27 16 00 01 29 00 02 23 00 00 09 00 00 11 208 577X 240 lv E 2H Inbound Calls by Devi Inbound Calls by Ring Time MIS An inbound call summary by ring time interval Inbound Calls by Ring Time A D y X d Ring Time Calls In Allin totTalkT avgTalkT IngwT avgwT avg amp bndT Calls Lost Calls Lost Revr ble Calls Refused a 00 00 00 00 00 05 201 46 7 01 52 37 00 00 53 00 02 23 00 00 06 00 00 15 73 36 3 69 1 00 00 05 00 00 10 137 31 9 00 49 48 00 02 29 00 01 16 00 00 09 00 00 09 117 85 4 114 0 00 00 10 00 00 15 38 8 8 00 27 31 00 02 45 00 00 23 00 00 10 00 00 09 26 68 4 25 0 00 00 15 00 00 20 20 47 00 19 18 00 02 08 00 00 26 00 00 14 00 00 11 11 55 0 11 0 00 00 20 00 00 25 11 26 00 04 45 00 02 22 00 00 24 00 00 12 00 00 10 9 81 8 9 0 00 00 25 00 00 30 6 1 4 00 10 45 00 03 35 00 01 5
91. 1585 33 3 DG 86 9 26 4617 00 01 10 00 02 11 00 00 09 12 08 2001 Gun 2044 605 1433 1818 29 6 70 4 86 9 342448 00 01 15 00 01 59 00 00 12 Total 15639 4345 11194 13768 28 0 72 0 88 6 191 05 23 00 00 55 00 15 50 00 00 11 ki HI Call Summary by Day 4 Call Summary by Day Inbound MIS A list of inbound specific call statistics against individual days Call Summary by Day Inbound A Dr Y X Start Time CallsIn In amp ns CL Ident DDI Calls Calls Lost Ref Zin ns XCLI dent DDI CallsLost IngwT avgwT avg bndT 06 08 2001 Mon 658 285 626 551 658 367 O 43 3 951 83 7 100 0 55 8 00 03 11 00 00 11 00 00 14 07 08 2001 Tue 547 252 518 466 547 276 1 47 9 94 7 85 2 100 0 50 5 00 15 50 00 00 13 00 00 15 08 08 2001 Wed 616 319 590 534 616 290 O 51 8 958 86 7 100 0 47 1 00 03 43 00 00 11 00 00 15 09 08 2001 Thu 802 297 763 693 802 500 2 37 0 951 864 100 0 62 3 00 03 17 00 00 12 00 00 14 10 08 2001 Fri 523 253 490 425 523 266 1 484 93 7 81 3 100 0 50 9 00 01 36 00 00 08 00 00 12 11 08 2001 Sat 534 240 573 511 594 349 0 404 965 86 0 100 0 58 8 00 02 11 00 00 09 00 00 11 12 08 2001 Sun 605 318 577 519 605 275 9 526 954 858 100 0 45 5 00 01 59 00 00 12 00 00 18 Total 4345 1974 4137 3699 4345 2323 13 454 95 2 8512 100 0 53 5 00 15 50 00 00 11 00 00 14 E Call Summary by Day 4 Call Summary by Day Outbound MIS A list of outbound speci
92. 17 Tatal 829 100 0 829 07 22 58 KO 35 EB 33 em a 4 Call Cost by Agent 18 Calls by Agent ACD This report format shows detailed call statistics for each agent D FX Calls by Agent Agent Description Calle ln InEnd Calls Out OutEnd totTalkT awgTalkT nod IT avgwT avg uAngT 4000 Andrew Daniel U U 3b 36 00 06 03 00 00 10 00 00 00 00 00 00 00 00 05 4001 Penelope Wallice 5 5 103 103 01 48 08 00 01 00 00 00 31 00 00 19 00 00 06 4002 James Maceldon o D 43 43 00 10 35 00 00 14 00 00 00 00 00 00 00 00 04 4003 Julie Wilson 3 3 Di 83 00 3727 00 00 40 00 00 41 00 00 28 00 00 05 4004 Helen Pegg 1 1 183 183 01 43 28 00 00 33 00 00 00 00 00 00 00 00 04 4006 Tim Adams o o 147 147 00 4233 00 00 47 00 00 00 00 00 00 00 00 04 4007 Mark Willams H 43 A7 00 35 57 00 00 43 00 00 78 00 00 15 00 00 12 4008 Joanne Tompkins 0 U 38 38 00 07 30 00 00 11 00 00 00 00 00 00 00 00 03 4009 Susan Stone S 2 01 12 16 00 00 44 00 00 44 00 00 22 00 00 06 4010 Agent Spare 01 32 18 00 01 02 00 00 00 00 00 00 00 00 04 Total a e E 3 E 3 08 36 15 00 00 36 00 00 44 00 00 18 00 00 05 cl 4 Calls by Agent Calls by Talk Time ACD A call summary by talk time for inbound and outbound answered calls Calls by Talk Time Ae Fe Xx Talk Time Calls In Ans Calls Out amp nz OF Al Calls In Ans OF All Calls Out An 20 00 00 00 00 70 31 34 40 5 00 00 70 00 00 20 36 9 2h Bx 00 00 20 00 00 30 94 348 9 628 00 00 30 0
93. 29 00 01 19 E 31 6 E 2 12 00 00 12 30 00 2B 38 00 53 49 00 04 29 00 01 02 00 00 13 00 00 17 15 53 6 15 4 12 30 00 13 00 00 14 13x 00 49 46 00 04 58 00 07 00 00 00 19 00 00 37 3 21 4 3 1 13 00 00 13 30 00 24 51 001248 0000 25 00 01 31 00 00 19 00 00 21 26 70 3 24 2 13 30 00 14 00 00 25 38x 01 4711 00 05 06 00 07 50 00 00 19 00 00 51 4 14 32 4 0 14 00 00 14 30 00 2h 34 00 18 40 00 0204 00 01 50 00 00 27 00 00 23 16 64 03 14 1 14 30 00 15 00 00 38 B2e ODTI A4 00 02 59 00 00 49 00 00 25 00 00 42 11 20 3 11 0 15 00 00 15 30 00 108 148 00 5451 00 00 38 00 01 05 00 00 05 00 00 13 25 23 12 24 2 15 30 00 16 00 00 11 15 00 2306 00 03 51 00 01 04 00 00 14 00 00 12 A 36 4 A 1 16 00 00 16 30 00 29 40 00 28 03 00 0200 00 00 28 00 00 07 00 00 07 14 45 3 p 3 16 30 00 17 00 00 15 22 00 51 27 00 07 20 00 01 45 00 00 18 00 00 30 3 KEJ 2 Total 731 100 0 12 43 12 00 02 12 00 03 39 00 00 13 00 00 15 366 50 1 et cd Inbound Calle by Half d 14 Inbound Calls by Half Hour and Day An inbound call summary by half hour period and day Inbound Calls by Half Hour and Day Start Time Calls In 14 08 2001 07 30 00 08 00 00 14 08 2001 08 00 00 08 30 00 14 08 2001 08 30 00 03 00 00 14 08 2001 03 00 00 03 30 00 14 08 2001 09 30 00 10 00 00 14 08 2001 10 00 00 10 30 00 14 08 2001 10 30 00 11 00 00 14 08 2001 11 00 00 11 30 00 14 08 2001 11 30 00 12 00 00 14 08 2001 12 00
94. 3 0 since it is so easy to change the report date range and filter Report Category By default all new reports are created in the My Reports category although you can specify any category name even ones that don t exist Grouping reports by category can help you find the report you need in the report list Report Type When you first choose to create a report you must inform Callview Wizard the type of report so that Wizard knows what databases you need to query and the type of report that you will be creating The report type list takes this one step further by defaulting several items in the report based on a report template that you choose Having chosen a report template you can customise the report as much as you like or you can just click OK on the Report Properties dialog to immediately see the results You can also choose the Custom Report report type This is not recommended for many users as the existing report templates should provide you basic building blocks for any report you want to create The Custom Report option allows you to create your own report should a report template not exist for a report you wish to create It is then up to you to ensure you choose the appropriate fields and settings for your report How you choose fields on the Fields tab will effect what type of report you create A description of each of the report templates can be found at the end of this document Date Time Tab From the Date
95. 4 Yes Alpha Software Corp 02842649619 4002 4002 4002 James Maceldon 4002 Out 00 00 14 N A 17 08 2001 05 03 53 Yes Gavel Computers Agency 02843320039 In 00 00 18 1 17 08 2001 05 04 12 Yes Gavel Computers Agency 02843320039 4006 4006 Tim Adams 4006 In 00 00 03 2 17 08 2001 05 30 14 No Kudos Communications Corp 02866111082 In 00 00 26 N A 17 08 2001 05 34 14 No Gavel Attorney Express 02867547650 4002 4002 4002 Out 00 00 14 N A 17 08 2001 05 34 40 Yes Business Telecommunications 02868525624 4002 4002 4002 James Maceldon 4002 Out 00 00 19 N A 17 08 2001 05 35 03 No Active Services US 02870595402 4002 4002 4002 Out 00 00 18 N A 17 08 2001 05 35 25 Yes Brown Engineering Corp 02871072305 4002 4002 4002 James Maceldon 4002 Out 00 00 11 NAA 4 Call List Agent Specific 17 ACD Status Time by Agent ACD An ACD statistical summary by agent showing the percentage of time spent in each ACD Status ACD Status Time by Agent A D F X Agent Description totTalkT totHldT totOnDutyT Last Login At FreeT ZBusyT ZWIUT ZBsyNAT Avg ln Rate Avg Out Rate 4000 Andrew Daniels 00 37 32 00 00 03 07 58 24 16 08 2001 17 09 22 760 16 1 0 6 1 3 0 4 4001 Penelope Wallice 01 18 04 00 00 00 09 22 08 16 08 2001 15 31 02 726 26 9 0 5 0 0 0 4 4002 James Maceldon 00 53 03 00 00 00 08 58 02 16 08 2001 23 06 22 898 100 0 2 0 0 2 1 4003 Julie Wilson 00 28 35 00 00 54 07 45 58 16 08 2001 21 08 42 854 13 8 0 8 0 0 0 2 4004 Helen Pegg 02 19 58 0
96. 430 100 0 1166 100 0 15 16 10 00 00 47 UU UA A7 40 00 09 00 00 06 4 A Calle by Account Code Calls by Call Cost A statistical call cost summary by call cost interval Calls by Call Cost hoe Pe X i Call Cost 0 00 1 00 1 00 2 00 2 00 3 00 3 00 4 00 4 00 5 00 5 00 6 00 6 00 7 00 E FU 6 00 5 00 9 00 Calls Out 964 Calls by Call Cost Calls by DDI Number A statistical call summary by DDI number for inbound calls Calls by DDI Number O ut 38 25 0 6 033 0 5 013 0 0 O14 O14 O14 DOI Digits DNIS Calls In Main Number Auto Attendant 206 General Enquiries Region 4 123 General Enquiries Region B 1 General Enquiries Region C 1 Guotations Region A 1 Qluotatons Region C 16 General Operator Number 1 Call For Stephen Willams 5 Call For John Knight E Call For Jackie Benetton KS 04 27 16 00 01 29 00 02 23 E Calle by DPI Number Qut ns 364 llln 56 1 33 5 0 3 KK 3x 44 KK 14 0 3 3 3X 05 02 48 00 52 54 00 36 01 00 37 01 00 04 55 00 00 00 00 06 48 00 11 25 00 08 51 totT alk T 01 35 44 02 21 34 00 00 00 00 00 04 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 29 54 avgT alkT 00 02 48 00 01 02 00 00 00 00 00 04 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 03 44 totOutT alkT Total Cost 79 05 E 43 6 50 17 43 4 59 0 00 5 48 Er do E A3 A
97. 53354 p nisi Ind 2 TELA REIS hos cm bomo DIN 105 1 Calls by Telephone M Calls For 100 192 etc Services e cOcoco 00 0 0oO0oO E 0 0 2 0 0 1 0 0 2 0 0 U 100 0 1 0 0 1 50 0 1 50 0 2 0 0 2 0 0 1 50 0 1 50 0 1 0 0 2 0 0 2 0 0 a Calls In Calls Qut Calls In Calls Qut 100 0 100 0 100 0 100 0 0 0 100 0 50 0 50 0 100 0 100 0 50 0 50 0 100 0 100 0 100 0 totT alkT 00 00 13 00 00 45 00 04 39 00 00 25 00 00 19 00 00 10 00 02 20 00 00 12 00 00 29 00 00 12 00 00 04 00 13 01 00 00 10 00 00 16 00 02 10 avgT alkT 00 00 13 00 00 22 00 04 39 00 00 12 00 00 09 00 00 10 00 02 20 00 00 12 00 00 14 00 00 06 00 00 04 00 06 30 00 00 10 00 00 16 00 01 05 27 78 25 7 74 3 01 09 08 00 00 48 00 02 14 4 00 00 10 i Gel zi v Ingw T 00 00 00 00 00 00 00 00 00 00 00 00 00 00 02 00 00 00 00 00 08 00 00 06 00 00 00 00 00 00 00 00 16 00 00 02 00 00 00 00 00 00 00 00 00 P A Dr X avgwT avgDutRnaT a 00 00 00 00 00 05 00 00 00 00 00 04 00 00 00 00 00 02 00 00 00 00 00 04 00 00 01 00 00 00 00 00 00 00 00 04 00 00 08 00 00 18 00 00 06 00 00 03 00 00 00 00 00 04 00 00 00 00 00 03 00 00 16 00 00 04 00 00 02 00 00 04 00 00 00 00 00 05 00 00 00 00 00 10 00 00 00 00 00 06 A list of call statistics by network provider service 3 digit telephone numbers dialled for outbound calls Calls For 100 192 etc Servic
98. 56 20 Total LANs Group 01724811598 2511 AutoAttendantNi 00 00 06 8000 Main Number Auto Atter 94328 N 17 08 2001 00 56 53 lt YZ Systems Plc 01728194701 2511 Auto Attendant Ni 00 00 08 8000 Main Number Auto Atter 94328 N 17 08 2001 02 47 39 Thompson Software US 01841050694 2511 Auto Attendant Ni 00 00 08 8000 Main Number Auto Atter 94328 N 17 08 2001 02 47 58 Business Networks Trust 01843309679 2511 Auto Attendant Ni 00 00 06 8000 Main Number Auto Atter 94328 N 17 08 2001 02 48 14 Kudos Telephones amp Partners 01845160196 2511 AutoAttendantNi 00 00 06 8000 Main Number Auto Atter 94328 N 17 08 2001 02 54 58 Fleetrun Bank Inc 01863910280 2511 Auto Attendant Ni 00 00 08 8000 Main Number Auto Atter 94314 N 17 08 2001 02 55 36 New Contact 01865405185 2511 AutoAttendantNi 00 00 05 8000 Main Number Auto Atter 94314 N 17 08 2001 02 55 46 Hampton Law US 01853838450 2511 Auto Attendant Ni 00 00 05 8000 Main Number Auto Atter 84314 N 17 08 2001 03 17 16 Active Computers amp Partners 01888633135 100 Operator 00 00 20 8009 Quotations Region C 94314 N A 17 08 2001 03 50 24 Thompson Products Express 01909818763 2511 AutoAttendantNi 00 00 06 8000 Main Number Auto Atter 94328 N 17 08 2001 04 00 29 Quest Systems Inc 01338147212 2511 Auto Attendant Ni 00 00 08 8000 Main Number Auto Atter 94314 N 17 08 2001 04 02 46 Smith Construction US 01947674287 2511 Auto Attendant Ni 00 00 04 8000 Main Number Auto Atter 84314 N A 7 4 Un retu
99. 6 41 ae 024549 00 03 51 00 07 50 00 00 19 00 00 15 15 08 2001 14 00 00 14 30 00 25 34x 110 74x 01 39 31 00 01 00 00 07 50 00 00 21 00 00 06 15 08 2001 14 30 00 15 00 00 20 Das EN 61 044716 00 0235 00 07 49 00 00 25 00 00 05 15 08 2001 15 00 00 15 30 00 108 148 57 3 6 020354 00 00 55 00 07 05 00 00 05 00 00 06 15 08 2001 15 30 00 16 00 00 11 154 EN 2 1 00 46 08 00 01 19 00 01 04 00 00 14 00 00 07 15 08 2001 16 00 00 16 30 00 A0 40 Bh De 01 1703 00 00 49 00 00 28 00 00 07 00 00 05 Total ral 100 0 1481 100 0 32 48 31 00 01 12 00 03 39 00 00 13 00 00 07 4 k Calls by Half Hour an 12 Calls by Account Code A statistical call summary by account code Calls by Account Code A C Code Calle In zn Calls Out lt lDut totTalkT avgT ak IngwT avgwT avgtdutRnaT a Hone 380 EISES 1063 72 140547 00 00 47 00 04 23 00 00 09 00 00 07 111 b 14 J pax 00 10 57 00 00 59 00 00 12 00 00 06 00 00 05 eee 3 EK 11 O9 0001919 00 01 29 00 00 22 00 00 07 00 00 04 333 H 1 6 12 1 0 00 03 29 00 00 16 00 00 16 00 00 06 00 00 06 444 2 0 5 17 15 0002268 00 00 10 00 00 01 00 00 00 40 00 70 AAA a 1 2x 15 13 0005173 00 00 19 00 00 26 00 00 11 00 00 05 bbb d EK E 05 00 0 38 00 00 22 00 00 20 00 00 08 40 00 07 fit 4 3 g pax 00 04 55 O0 00 26 00 00 06 00 00 02 00 00 05 DO A 1 28 a Oe 00 07 24 00 00 12 00 00 09 00 00 06 00 00 04 993 j D rx 10 Uz 00 20 00 00 0451 00 00 19 00 00 70 00 00 05 Total
100. ACD ACD 25 Index A PNECCS Eeer 75 Add Edit Filter Dialog 47 48 49 50 51 52 53 54 ACD Hunt Groups Tab 49 Call Route KT oio Ed ee ance 48 Call Status TaD EE 52 Direction amp DDI Tab 50 D rat on KE EE 51 Gateway Database Query Dialog 54 Te Me tal d A A 47 Information Tab eene 53 BEE 47 Transferred Calls Tab 54 Add Edit Report Dialog 34 35 37 38 39 40 42 Date Time Tabo tl 35 Erelds DAD ante vei So abe ends 37 38 Fiter Tab EE 39 55 General Taba acid 34 Group Report By Dialog 38 Miscellaneous Tab ias 40 EE 34 Report Colour Dialog 42 Add Edit Scheduled Report Dialog 78 79 80 82 84 General Tabo io ias 78 Reports DaDuissosg t m ia 79 Scheduled E mail Wizard 82 Scheduled Export Wizard 80 Scheduled Publish Wizard 84 Add Edit Site Dialog 88 89 90 91 Local Area Network Options sess0000 90 Remote Web Server Options 9 OILS KE 89 Web Server Dadun 90 Add Edit Tariff Dialog 69 70 71 72 Call Charge Data Dialog T2 Charge Bands Dialog 71 Charge Bands Tab ares 70 Dial C odes T aD ucc ti veto pida 71 General Ta e
101. AN Se J IRN 1 I aer 13 GE ENEE L b E giai sei F Fadad da clits pain eapori Ke Feat cambie Leet Carlita Espal ege E iex iru prx 1 Cid pula CE add sd Gutpailing CEU repos CEN nies copla union apo dada Final 7 prepise E grat Completa Eust Mord EmrxEng si 1 Fai bo cheeks essi pepa Mes DEL K e Next to each event is a small image depicting the event type 2 Error This event caused the associated action to fail J Warning This event shows a potential problem but the associated action continued anyway ri General This event is for informational purposes to help understand why a surrounding error occurred Verbose This event is for diagnostic purposes to assist technical personnel 94 At the top of the window is a toolbar providing the following buttons lt gt Refresh Refresh l l Reads the event list again to reflect any recent additions Clears all events from the event list regardless of the current filter If another application is currently accessing the event list you will not be able to clear it P General Events Filter Event Status Allows you to display only certain types of event in the list The button changes to reflect the current event type that is being filtered OR All Events Filter Time Period Allows you to display events that have occurred within a given time period This button changes to reflect the current time range that is being filtered
102. CD Status Details This section lists the statistics available in an ACD Status report detailing information about historical agent status changes stored in the Callview Gateway database An ACD Status report is a special report used to display the ACD agent status changes in a similar fashion to a call list report Status Changed At The time on the CTI Server that the status of this Agent or extension changed Agent ID The Agent ID of the agent who s ACD status has changed However on the Inter Tel AX XESS the telephone system supports multiple static non roaming extension logins and this statistic may be empty if an extension has only performed this type of ACD login Agent Description The name of the agent who s ACD status has changed However on the Inter Tel AX XESS the telephone system supports multiple static non roaming extension logins and this statistic may be empty if an extension has only performed this type of ACD login Logged In At The device where the agent was logged in to when the agent status changed For example if agent 4000 is logged in at extension 200 and enters the wrap up state this field will display 200 User The description of the device where the agent ID was logged in to as defined by the CTI Server configuration database Login Count The number of times that this device has logged in to a non ACD group This statistic is Inter Tel AXXESS telephone system specific and on all other telephone s
103. Configuration reports Reports detailing Server configuration Filtering Display only certain calls based on user defined criteria Report Field Customisation Choose which fields you want in the report and the order that they are displayed in Report Grouping Customisation Choose which field you want to group by when calculating statistics Report Field Sorting Customisation Choose which fields your report will be sorted on Sort on more than one field at a time Faster Reporting Many reports are now faster so you can see your results quicker Report Queuing Reports are queued for processing while one report is being processed you can carry on working adding more reports to the queue Easier Report Management Much easier to run create edit copy and delete reports Multiple Report Views Have several reports open at the same time and switch between them quickly Dynamic Print Preview Changes Changes to a report are shown immediately in print preview mode Subtotals on Reports Subtotals for a report now appear at the bottom of the report Erlang B C Calculations Statistics providing Erlang B C support including trunks required and agents required Inbound Call Costing Calculate call costs for inbound calls Multiple Tariff Support Configure several tariffs for calculating call costs and choose which tariff is used by a report Filter Compatibility RT filters can be imported into Wizard and Wizard filters used
104. D FX 00 02 23 00 00 52 00 00 06 00 00 05 00 00 01 00 00 27 00 00 14 00 00 23 00 00 27 00 01 55 2 OF All Cost aes DAS ER 126 3 35 0 0 47x Ste Uz 00 00 13 00 00 02 00 00 06 00 00 05 00 00 07 00 00 13 00 00 14 00 00 20 00 00 27 00 00 78 Maut a 0 79 21 67 Fe 44 3 68 4 59 0 00 6 48 Er A0 KE AyglSt 0 08 21 24 ES 3 50 KA Du 0 00 ED A Er A E 8 33 Total 982 100 0 982 10 35 47 138 42 100 0 8 33 0 14 am D 7 A P MIS MIS MIS 13 Calls by Trunk Line MIS A statistical call summary by trunk line Calls by Trunk Line A D y X Z ln Calls Out ZAIOut totTalkT avgTalkT 34300 22 9X 0 0 02 25 27 00 01 24 00 02 23 00 00 09 00 00 00 94301 3 5 0 0 00 13 55 00 00 46 00 01 50 00 00 09 00 00 00 94302 0 5 0 0 00 00 28 00 00 09 00 00 05 00 00 02 00 00 00 94311 0 0 1 3 00 07 22 00 00 34 00 00 00 00 00 00 00 00 05 94312 0 0 10 3 00 39 30 00 00 26 00 00 00 00 00 00 00 00 06 94313 0 0 46 5 04 05 56 00 00 35 00 00 00 00 00 00 00 00 07 94314 32 4 0 0 0 00 56 42 00 03 32 00 00 31 00 00 09 00 00 00 94315 3 8 0 0 0 00 00 01 00 00 01 00 00 22 00 00 10 00 00 00 94326 0 0 19 1 6 00 04 09 00 00 13 00 00 00 00 00 00 00 00 05 94327 0 0 16 8 02 05 53 00 00 40 00 00 00 00 00 00 00 00 05 94328 123 335 0 0 0 00 44 02 00 01 25 00 01 06 00 00 09 00 00 00 94329 12 3 3 0 0 0 00 06 41 00 00 57 00 01 16 00 00 15 00 00 00 94339 0 0 0 1 0 1 00 00 02 00 0
105. Gateway documentation Telephone Number Import Configuration Details This section lists the statistics available in a Configuration report detailing the telephone number import Telephone No The telephone number that has been imported into the CTI Server telephone number import database Field 2 The second field for this particular entry in the CTI Server telephone number import database Field 3 The third field for this particular entry in the CTI Server telephone number import database Field 4 The fourth field for this particular entry in the CTI Server telephone number import database Field 5 The fifth field for this particular entry in the CTI Server telephone number import database Field 6 The sixth field for this particular entry in the CTI Server telephone number import database Call Statistics This section lists the statistics available in a Statistic Report A statistic report displays various statistics calculated from the calls retrieved for the report A statistic report is grouped by a particular call property such as telephone number or time of day This enables the statistic report to collate similar information together with which to calculate the statistics A statistic report can also be used to calculate agent statistics Examples include Calls by Extension Calls by Half Hour etc Call Total Statistics Calls Handled The total of number of inbound and outbound calls added together When grouping a rep
106. Ha Gpge Gecke OO Diastion L unn A de E Cal Lati EE M De Yo Gan flor ries based onthe ounent uaa of cali cir Cu War 1 He d IM Cal kried ze I moda Eg a 4 3 13 d Id ke E 4 3 iq i 3 Toucan Mea be pesticul kund bet ga Me ba he ecocard code tha 7 har ban ortae co a call ary Gs m Answered Calls You can filter calls based on whether they are answered or not Choose the Yes button to only include answered call segments choose the No button to only include unanswered call segments or choose the All button to include calls irrespective of whether they are answered or not Calls Identified You can filter calls based on whether they have been found in the Callview Gateway Telephone Number Import database Choose the Yes button to only include calls that have been identified with the telephone number import choose the No button to only include calls that have not been identified or choose the All button to include calls irrespective of whether they are answered or not An identified call can be considered a call from an existing customer or contact while an unidentified call can be considered as a call from a new customer or non business related call Call On Hold The filter dialog is designed to be the same as the filter dialog in Callview Wizard RT and Desktop Wallboard In these products it is possible to use the filter to limit calls based on whether they are cur
107. ID When grouping a report by the other field grouping options the statistics calculation counts the number of calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of invalid dialled calls that were made to the corresponding caller s telephone number This statistic is not effected by whether the report is calculated By Trunk or By Device Calls With CLI The total of number of inbound calls received with CLI Caller ID When grouping a report by an extension or agent ID field e g Device Agent etc then the Statistic calculation counts the number of inbound calls that first alerted last alerted were answered at were finished at or were made by the corresponding extension or agent ID that were received with CLI 122 When grouping a report by the other field grouping options the statistics calculation counts the number of inbound calls received with CLI that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound calls received with CLI that were received from the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statisti
108. New Eiter 46 Selen It 46 Add Edit FAG AO e BEE 47 Other Filter Options ooccccccccccccconcccnnnccononoonnccnnnnonononannnnnnnnnonononaneninnnnnnos 55 Copying A Filter 55 Deleting A Elter 55 A A 55 Printing Heports nennen nennen nnne nnne nnn nnns 55 Previewing Reports ooooccccccoccncononcnnononcnnconanoncononcnnnnonrnnnonannnnonanennnnnnninnnnas 56 The Print Preview WINDOW siint ra xerit er e aaa ee Ee ve tee ci 56 Navigating A Print STT 57 Options In PEDEPESVIBW sided citada 58 Exporting E mailing and Publishing s00nnnnnn0annnnnonennnnonennnnennnnnnnnnnnnnnnennenne 58 EX DOMING RODOS oreari tit t EORR dened AM beo o eaa bestia 58 EXODO WIZI O atizapan batido 59 Opening An Export With Installed Applications 64 E mallind WELL 64 zb Ee em T 65 PUDIISMING RE DONS EE 65 Publish EE e EE 66 JEE 68 Overview OF Tari ca cie 68 The Tarte EE 68 Cr ate MER 69 EIA EC dI o RD 69 Add Edit TANEDO E 69 setting The Default KEE 73 CODY JEE ee EEN 73 BIZ a Ed GE 73 Assigning Tariffs Ko gg bd le Be 74 leegen WEE 74 Callie BEI ee Ee 75 Overview Of Callview Netlink oooccccooccnncccnnncccocooooncconnncnnnnnaoncnnnnnnnnos 75 eege Re elle 75 ING TING IVI VV I ele UE 76 Ne TINK Too Drain 77 Kli Main NEE 77 Creating A New Schedule cccccccssecccecccsseeeeesccsseneeeeseceseseeesnceeeeees 78 CITING E Wel IT 78 Add Edit Scheduled Report Dialog sese 78 Sch
109. RR o 29 Print Preview Window eene 56 ELE 55 56 58 Te 58 PrevIe WII ee 56 Print Preview Window eene 56 A o 55 Printibie Re POM E 55 Publishing 62 63 65 66 67 75 86 87 Advanced Settings A p HE EU 62 A E 62 Choosing The Stent 66 Completing the Pbxvport 63 Ne think OViervie W eege 75 Ready To Publicas 67 REDONS ea a 65 EE 87 Specifying A Filename ooooooooocconoconnnnnos 67 Templates EE 86 Using Stored Settings 66 Publishing Reports uio ertet 65 R GA 15 GA di otutusutun T 28 Report Templates suicida l Report Wumdow 29 Reports 15 28 29 31 32 33 34 35 39 41 43 44 55 56 58 64 65 75 1 Batched Reporting E T5 Call Details C 43 EE une EE 42 43 CODVITIS rra 43 A E 34 Date EE 33 35 36 DELUNS ER 44 Retter 44 EJU DE eege 34 EE 64 EXPONIT e 58 AA a 33 39 Ei Ke TEE 29 Che 41 42 A 31 Preview Modena scene bibam Mo 20 PIEVISWIDS Ee 56 EELER E 55 Publishing coreani 65 Report L1sU E 28 Report Wind OW ivi iia 29 SUIT EE 32 A 75 EIERE 33 EEN 4 E ee l Running Netlink Schedules On Demand 86 Running EE HEES assortment 32 S Scheduled E mail Wizard80 81 82 83 84 85 Choosing Filenames 81 83 85 Choosing The Export Format 80 82 E mail Rn ter 84 OVEN O Woran r 82 Which Messaging System 83 Scheduled Export Wizard 80 81 82 83 85 Choosing Filenames
110. Refused Unreturned Lost Calls now avgwT 06 08 2001 Mon 658 285 43 3 192 67 4 367 55 8 88 24 0 0 123 00 03 11 00 00 11 07 08 2001 Tue 547 262 47 9 161 61 5 276 50 5 75 27 2 1 121 00 15 50 00 00 13 08 08 2001 Wed 616 319 51 8 209 65 5 290 47 1 80 27 6 0 135 00 03 43 00 00 11 09 08 2001 Thu 802 297 37 0 194 65 3 500 62 3 111 22 2 2 260 00 03 17 00 00 12 10 08 2001 Fri 523 253 48 4 191 75 5 266 50 9 69 25 9 1 180 00 01 36 00 00 08 11 08 2001 Sat 594 240 40 4 166 69 2 349 58 8 107 30 7 0 258 00 02 11 00 00 09 12 08 2001 Sun 605 318 526 207 65 1 275 45 5 57 20 7 9 251 00 01 59 00 00 12 Total 4345 1974 454 1320 66 9 2323 53 5 587 25 3 13 1328 00 15 50 00 00 11 y A W Call Performance by 4 Call Summary by Day MIS A list of general call statistics against individual days Call Summary by Day A Dx Start Time Calls Calle In Calls Out Ident Call In Calls Out Ident tatTalkT avgTalkT IngwT avgwT 06 08 2001 Mon 1833 658 175 1597 35 9 641z B8r1 2421 54 00 01 02 00 03 11 00 00 11 070872001 Tue 1815 aL 12668 1597 30 1 69 9 86 0 1941 07 00 00 50 00 75 50 00 00 73 08 08 2001 Med 2564 616 1948 2289 24 0 76 0 89 9 223623 00 00 47 00 03 43 00 00 11 09 08 2001 Thu 4032 Bur 3230 3610 19 9 80 1 89 5 385204 00 00 44 00 03 17 00 00 12 1070872001 Fri 1468 DA 945 1272 35 6 644 866 18 2250 00 00 57 00 01 36 00 00 08 11 08 2001 Sat 1783 594 1183
111. S A description of the service provided by the DDI number that this inbound call was presented to as defined by the CTI Server configuration database Account Code The account code last entered by a device or agent for the corresponding call Call Cost The cost of the inbound or outbound call calculated using the tariff designated to the report that this field is being calculated for The tariffs charges are only taken into account if a call spent time in the answered state except for any minimum call charge or setup charge Cost Group The type of the corresponding call for call cost purposes e g Local National Mobile etc Cost Area The town or country that the corresponding call was made to from as defined by the dial code of the dialled digits or CLI Caller ID Where several towns or countries are defined by one dial code the main town or country is used in this field CLI Received This field identifies whether the external inbound call was received with CLI Answered This field denotes whether the current call segment was answered or not Identified This field denotes whether the current call segment s telephone number was identified in the CTI Server Telephone Number Import database DDI Received This field denotes whether the corresponding inbound call was received with DDI digits Line Type The type of trunk line that this call was assigned to either analogue or digital Transferred From If Call
112. Segmentation is enabled on the CTI Server this field shows the device that the current call segment was diverted forwarded overflowed recalled or transferred from For example a call that rings at hunt group 1000 and then overflows to group 1001 will denote this field as 1000 during the segment where the call alerted group 1001 If Call Segmentation is disabled on the CTI Server this field will be blank 110 Transferred To If Call Segmentation is enabled on the CTI Server this field shows the device that the current call segment was diverted forwarded overflowed recalled or transferred to For example a call that rings at hunt group 1000 and then overflows to group 1001 will denote this field as 1001 during the segment where the call alerted group 1000 If Call Segmentation is disabled on the CTI Server this field will be blank Call Segment The call segment number of this call This field will not apply if call segmentation is not enabled on the CTI Server Segment Flags This field specifies flags that define why the current call segment was transferred to this device and why it transferred the call to another device Note This field is provided for diagnostic purposes only The field specifies a 32 bit value containing a set of bit flags that define the reason why the given call segment was created and terminated Call Serial No The serial number that identifies this call in the CTI Server historic call log A
113. Sunday will produce a report which only displays data for weekdays Fields Tab This tab allows you to choose the fields that will appear in your report You can add and remove fields as well as move them around and change the sort order You can also create a Statistic report by applying a group field to the report data This allows you to then choose statistics for the report summarised by the group field E Ss go 5 s T 3 e Wt i i Hal see ace s jme engel EE m WEE SE SE woh fa epi on iba apart ja el uri dipl e sm EE EE Loc OE inen P s Elle Da Concied 2135 3 Total Talk Tiree GE SG aen tak Tare ie d a Longan Wat fin 1 dr wed Bed Tiree GJ Al d rg Pang Euri Tres Field List On the left of the tab is the current list of fields that you have chosen to display in the report If you change the report template on the General tab then these fields will also be changed You can click the small button to the left of the field name to set the sort order for that field Any sorted fields in the list will display a number after the field name this number is the order in which the fields are sorted Note If you are creating a Statistic report then the group field will be highlighted in blue The group field must always be the first field in the report Add Button Click the Add button to add additional fields to the field list When you click the button a menu will appear displaying all of the statistics tha
114. The Callview Gateway looks up telephone numbers against the telephone number import database so that it can it display identifying information against a call Import Field 2 from the telephone number import database is usually defined as the company or contact name for the identified number Using this field in the filter you can filter calls based on their company or contact name Individual names should be separated by commas Additionally you can use wildcards to specify similar names as well as prefixing a name with to mean any name except this name For example entering Fleetrun Services Gavel Finish would filter only calls made to or from these identified company names Entering A would filter all calls where the contact information started with an A and specifying Home would filter all calls that didn t end with the word Home Note You can use the buttons to display the Gateway Database Query dialog This allows you to quickly test your chosen settings against the current Telephone Number Import database 53 Gateway Database Query Dialog This dialog is used to help you test your filter when filtering items on the Information Tab of the filter dialog mbes iia ery Een fhe Ri Ki reu Ro be use repa SPT ei jii nde Mc Em MH MIND MD ee B uci rara ene A ODER ee SZ Einde Phe Maea Fin ra Egari 4 Me Patton dolor rer d DST dS Been fescue emr q DEED Ratio LASi mies d DIZ MEAT Quer ektkeee 3 Par
115. The filter tab allows you to limit the report to only consider certain data for example calls to the Sales Group or calls to mobile phones that cost more than a certain amount The filter tab also allows you to configure how statistics are calculated depending on the type of report you are trying to create Filter At the top of the dialog is a drop down list of filters that have been created in the Filter Manager Choosing one of the filters will apply it to the report when the report is next run Tip You can also change the filter without having to edit the report using the Filter button on the report s caption Add Button If the filter you want to apply to this report does not exist you can click the Add button to display the Add Filter dialog Once you have created the new filter it is automatically selected in the Filter drop down list Calculate Statistics by Trunk Line When this option is checked statistic calculations will only consider the first call segment and not consider calls that are transferred between different devices For example a call that is answered at reception and then transferred to the Sales Group is considered as one call You would normally select this option when considering calls into or out of the telephone system for example when grouping a report by telephone number or DDI digits Calculate Statistics by Device When this option is checked statistic calculations will consider all call segments includ
116. These are identical to the pages used in the manual wizards 82 Choose Filenames You must always choose filenames for your scheduled report files since all reports must be exported to a file format regardless of whether they are being exported e mailed or published M weeiwhenendegn publishing oria qHenwe 0 oa BT 5 4 me Si Lec Cal Licor Call Let Dx B Uri Exerc coe Cuir by Erin Da S lirie H Hase Lir io Hid Hex D O iE Er by Doper Lal Summe p bp Dea Di The list at the top of the dialog displays the current filenames for the reports that you have chosen to schedule Default filenames are always applied for you If you wish to change any of the filenames simply select the report you wish to change and click the Browse button to search for a more suitable filename If you want to reset the filenames back to the default choices click Set Default Names If you are exporting or publishing your reports this is all you need to configure and can click Finish If you are e mailing your reports you will need to click Next Which Messaging System When e mailing reports in a schedule you will need to tell the schedule which e mail profile to use E mal Wirid RE mah ee oros Dudek ou can eller pende trad pa ung arunninginriance of pour e nad cient ca get ren M ION Versece aha Doku pane Quos s AO d Sech Ae uk jon nah auienane 12 If you always have your e mail application open select I always keep my e
117. Time tab you can configure the range of dates over which the report will be run You can also change the date range of a report from the Date Range button on the report caption Geet Uwe Le p d Dini Tea L A Bandi ihe pedi nd i a 1 an i ve la T Ip THE jus wee St 6 M od eons Lat Mond VUL Even Hai Dose te E nid Dista MIT ar Led Fiona Bag T ice tn E nd Tae IDEE NW o J L 1 Sea cane riri ha E SS P fala SCH EE pt dune Date Time Range At the top of the dialog is a list of common date ranges that you can choose These are as follows e Today Runs the report for the current day e Yesterday Runs the report for yesterday 35 e This Week Runs the report for this week The first day of the week is taken from the regional settings in Windows e Last Week Runs the report for the previous week The first day of the week is taken from the regional settings in Windows e This Month Runs the report for the current month e ast Month Runs the report for the previous month e From Start Date to End Date Runs the report between the two dates specified on the right starting from the From Date Time ending at the To Date Time including all seconds in between For example specifying a From time of 8am and a To time of 5pm will include all calls starting from day 1 at 8am until the last day at 5pm Midnight p Day 1 _ _ Day 2 Hu PS Included in report Not included in report ES
118. User Guide SWAN e eee SOLUTIONS Callview Wizard including Callview Netlink Copyright 1995 2001 Swan Solutions Limited All rights reserved Information in this manual is subject to change without notice and does not represent any commitment on the part of Swan Solutions Limited The software described in this manual is subject to a license agreement and may only be used in accordance with this agreement No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purposes without the express written permission of Swan Solutions Limited Swan Solutions Limited takes no responsibility for any consequences of actions taken by the use of products referred to in this manual Copyright Swan Solutions Limited 1995 2001 All rights reserved Callview is a registered trademark of Swan Solutions Limited Microsoft Windows Windows 95 Windows 98 Windows NT Microsoft Excel Microsoft Access and Microsoft Word are registered trademarks of Microsoft Corporation Pentium is a trademark of Intel Corporation All other trademarks and service marks are the property of their respective owners Document Number SSLCVW1Z003 Table of Contents Introduction 1 Overview Of Callview Ward 1 Kail 3 Demonstration ee TEE 4 Setup Guide 6 SC TCV OT VIC 6 SYSTEM Heourements nennen nennen nnn nnns naar nnns nnn ns 6 Networ
119. a 93 94 95 Event MEIER tiere dt tus sense 94 A 95 AE 93 Export EE 59 Faxvportmg 58 59 60 61 62 63 64 Advanced Settings COV EE 60 61 EX Cel E 61 e RE 62 TE 62 WO pU 61 Choosing The Export Format 59 Completing the Export 63 26 Opening With Installed Applications 64 REPOL E 58 Using Stored Settings 59 Exporting REPO Scion oe 59 F Enter Mana teria dor 45 Filtering Events cutis et aha 95 Pileta 33 39 40 45 46 55 ADDIS WB arial r 33 COPAN ee 55 E e 46 47 IBI sup TE 55 D plieatil9 isna a tss 55 EE 46 47 Filter lege eege 45 Other Filter Options 39 55 DI 45 First Time Configuration ss 12 G Getting Started iia 15 H How Call Cost Is Calculated 74 I gie eer 102 103 104 Choosing Import Type ooooocnnnnnnnnnnnos 102 Choosing What To Import 103 Import Complete EE 104 ONGINI eene ebe 102 Selecting The Mile aiii cima ecco nes 103 Tarn M T 102 Estalla 4 10 K Keyboard Shortcuts ioa ets 146 L ETS EE 2 4 100 TS e 30 M Main WINdOW sisse end MU ENS 26 N Navigating Print Preview 57 Netlink 75 76 77 80 82 84 85 86 87 88 93 94 95 AGOSTO ld des duetos V3 Creating A Schedule 78 Creaune ASTU d do 88 RS e 93 RI Eege ere 85 Disab
120. affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Max Ring Out Time This statistic showing the largest ring time value contained within any outbound call segment When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which were made first rang at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Max Talk Time The maximum talk time duration for all answered call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which were completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value 135 With Call Segmentation enabled on the CTI Server this statistic will consider individual call segments talk time taking into account periods where the call alerts because it is transferred to different devices With Call Segmentation disabled this stati
121. al Law Agency Stones Computers US Calls Out 12 11 11 11 11 11 11 11 11 11 11 in All ut 02 01 01 01 01 01 01 DIS 01 013 01x 01 01 Uut nms 12 11 11 11 11 11 11 11 11 11 11 tatTalkT Total Cost 00 02 53 00 05 04 00 07 51 00 04 05 00 12 14 00 02 37 00 08 25 00 05 05 00 07 23 DU UE LU 00 02 59 00 05 21 00 03 24 0 50 SU Ap ED 77 0 00 0 47 1 00 0 65 0 47 0 70 SU fo 0 55 0 51 25 04 A Oy Tr xX Mad a Gg Di 0 04 0 04 0 06 0 04 20 35 0 07 0 00 0 00 0 05 0 04 0 17 0 09 0 19 0 06 0 05 0 04 20 28 0 06 0 17 0 07 0 11 0 05 0 08 0 05 ET 038 DS 100 0 Trei d 07 23 40 1 509 61 114 12 0 21 cd Call Cost by Telephon Calls by Telephone Number Statistics by telephone number for calls made or received Calls by Telephone Number Telephone Mo Field 2 Calls 00236209414 Latitude Products Ltd 1 00261083504 Quest Telecoms Agency 2 00345838544 Fusion Solicitors US 1 00356457034 YZ Electrical Intl 2 00359041394 Hampton Computers Intl 1 00387785314 New Contact 1 00628321314 Micro Recruitment US 2 00675733814 Alpha Computers Inc 2 00687508734 lt YZ Engineering amp Partner 2 00692932694 Quest Telephones Trust 2 00886276534 Mortgage Solutions UK 2 00367813564 Total Computing Ltd 2 00975320014 Colt Systems Group 1 01130526734 Kudos Solicitors Corp 2 012237
122. alk In Time The average talk time duration of all inbound answered call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Avg Talk Out Time The average talk time duration of all outbound answered call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device 134 Avg Call Time The average duration both ringing and answered of all call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the
123. all statistic is calculated by only considering the number of inbound calls that passed into or out of the telephone system and won t count segments of the same call that were subsequently transferred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent call traffic at all the corresponding devices e By Device When calculating statistics by device the call statistic calculation considers every segment of every inbound call that was transferred recalled or diverted to different internal destinations within the telephone system 116 Calls Out The total of number of outbound calls When grouping a report by an extension or agent ID field e g Device Agent etc then the Statistic calculation counts the number of outbound calls which first alerted last alerted were answered at were finished at or were made by the corresponding extension or agent ID When grouping a report by the other field grouping options the
124. alls Abandoned Summary by Half Hour A D F X Start Time CallsIn Calls Lost Calls Lost Lost 2 5s Lost lt 15s Lost lt 30s Lost lt 60s Lost lt 90s Lost lt 120s Lost gt 120s avg bndT now avgwT 11 00 00 11 30 00 14 14 100 0 2 10 14 14 14 14 O 00 00 11 00 00 27 00 00 11 11 30 00 12 00 00 8 8 100 0 3 8 8 8 8 8 U 00 00 06 00 00 12 00 00 06 12 00 00 12 30 00 10 10 100 0 2 10 10 10 10 10 U 00 00 08 00 00 12 00 00 08 12 30 00 13 00 00 2 2 100 0 0 2 2 2 2 2 U 00 00 11 00 00 14 00 00 11 13 00 00 13 30 00 12 12 100 0 5 3 11 11 11 12 0 000017 00 01 55 00 00 17 13 30 00 14 00 00 1 1 100 0 0 1 1 1 1 1 U 00 00 08 00 00 08 00 00 08 14 00 00 14 30 00 13 13 100 0 1 6 11 11 12 12 1 00 00 28 00 02 23 00 00 28 15 00 00 15 30 00 2 2 100 0 1 1 2 2 2 2 U 00 00 11 00 00 21 00 00 11 15 30 00 16 00 00 2 2 100 0 1 1 2 2 2 2 0 00 00 15 00 00 26 00 00 15 16 00 00 16 30 00 2 2 100 0 0 2 00 00 08 00 00 09 00 00 08 2 2 2 2 0 Total 248 248 100 0 55 207 237 240 245 247 1 00 00 11 00 02 23 00 00 11 e 2H Inbound Calls Abando 4 20 Inbound Calls Abandoned Summary by Half Hour and Day ACD An abandoned call summary by half hour period and day Inbound Calls Abandoned Summary by Half Hour and Day A D y X i Start Time Calls In Calls Lost Calls Lost Lost 2 5s Lost lt 15s Lost lt 30s Lost lt 60s Lost lt 90s Lost lt 120s Lost gt 120s avg bndT IngWT avgwT 4 14 08 2001 12 30 00
125. asonable level of knowledge in network and the Windows operating system If you also need to configure Callview Netlink you will need some knowledge in Internet protocols It is recommended that the system administrator network supervisor and or Webmaster be available during the installation Note You should have successfully installed and configured Callview Gateway before attempting the installation of Callview Wizard The Wizard needs the Gateway to be able to function and if the Gateway is not working it will be harder to resolve any issues found during the Wizard installation System Requirements To be able to successfully run Callview Wizard you will require the following e Minimum computer specification Pentium II 266 or greater 64Mb memory 230Mb of free hard disk space Ethernet or Token Ring network card 800 x 600 screen resolution with 256 colours A CD ROM or DVD drive e Operating system A fully installed operating system with all device drivers functioning Supported operating systems are Windows 95 Windows 98 Windows ME Windows NT 4 Service Pack 6a Windows 2000 Professional e Local Area Network A local area network LAN using one of the following supported protocols TCP IP with either WINS or LMHOSTS configured NetBEUI IPX SPX compatible transport with NetBIOS e Network configuration consisting of Client for Microsoft Networks Client for Netware Networks required on a Novell Netware
126. at have been handled by multiple devices If Call Segmentation is enabled on the CTI Server a device grouped report will be exactly the same as if calculate statistics by device had been chosen Call Segmentation Call Segmentation is a configurable feature within Callview Gateway that improves the accuracy and detail of real time and historic call reporting Some of the improvements that the call segmentation feature provides are Detailed Trunk Call Transfer History When a trunk call is transferred several times throughout its duration the call segmentation feature makes it possible to find out all of the extensions agents that the trunk call had been transferred through This enables you to obtain an entire history of a trunk line call throughout the telephone system and see all the different devices that handled the corresponding call using the Call Detail window Accurate Call Duration Measurement Against Devices Call statistics like talk time avg talk time calls in etc can be accurately calculated against each extension or agent even when a trunk call is transferred several times between different extension devices Detailed Hunt Group Call Measurement Call Segmentation gives you more detailed reporting against hunt group devices For example a trunk line call can be answered by an agent within one hunt group and then transferred by that agent to a different hunt group The caller could then abandon the call while they are wait
127. at were subsequently transferred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent call traffic at all the corresponding devices e By Device When calculating statistics by device the call statistic calculation considers every segment of every inbound call that was transferred recalled or diverted to different internal destinations within the telephone system Service Level The percentage of inbound calls answered within the Service Level Period By default the Service Level is 10 seconds If the Ignore Quick Abandoned Calls option is selected then calls that abandoned within a given time frame are considered as answered for the purpose of service level calculation and as such do not reduce the service level When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of inbound calls that alerted the given extension or agent ID and the n
128. ated qu Recent This is a basic template designed for WAP browsers on Gen by Personal Digital Assistants such as the Palm III Palm V lee and Pocket PCs An index is maintained of the reports From and each report is written as one record per page with a obese rie menu for easier navigation This template displays more 06062001 information on the screen than the standard WAP 235959 saved iei 8 06 2001 apes 1448 08 This is a web page designed for viewing on portable web browsers such as Pocket Internet Explorer An index is maintained of the reports and each report is written as one record per page with a menu for easier navigation It is not a good idea to publish large reports using this template Mini Styling Web M raa ERR This is a colour web page designed for viewing in normal web browsers or colour portable web browsers It uses a similar style to the Portable Browser Web style but SA using more colour An index is maintained of the reports EN and each report is written as one record per page with a idi i En menu for easier navigation It is not a good idea to kieren publish large reports using this template Sites Overview Of Sites When publishing reports to the Internet you must select the site to publish to You can create several sites which are shared between Netlink functionality in Callview Wizard and Callview Wizard RT Each site defines the following settings Note How to up
129. atistic 1s calculated as all the time spent in the wrapup state by all devices divided by the number of changes to the wrapup state by all devices during the period being grouped This statistic is not available when grouping by other fields Avg Time Free Wrapup The average time spent in the free wrapup state by this particular grouped field When grouping a report by an extension or agent ID field this statistic is calculated as all the time that the given device spent in the free wrapup state during the report period divided by the number of times that the device changed to the free wrapup state 140 When grouping a report by the time of day this statistic is calculated as all the time spent in the free wrapup state by all devices divided by the number of changes to the free wrapup state by all devices during the period being grouped This statistic is not available when grouping by other fields Avg Time Busy N A DND The average time spent in the busy N A DND state by this particular grouped field When grouping a report by an extension or agent ID field this statistic is calculated as all the time that the given device spent in the busy N A DND state during the report period divided by the number of times that the device changed to the busy N A DND state When grouping a report by the time of day this statistic is calculated as all the time spent in the busy N A DND state by all devices divided by the
130. bsequent call traffic at all the corresponding devices By Device When calculating statistics by device the call statistic calculation considers every segment of every inbound call that was transferred recalled or diverted to different internal destinations within the telephone system 145 Other Information Netlink Configuration The Callview CD ROM contains some additional information including the Netlink Configuration documentation which should be considered essential reading for anyone wishing to publish reports to their web site for viewing in a web browser or on a WAP enabled device such as a mobile phone Keyboard Shortcuts Callview Wizard provides several keyboard shortcuts as follows Key Description F5 Refreshes the current report FS Displays the Netlink Schedules window F10 Activates the toolbar allowing you to choose toolbar items with the keyboard F11 Activates the report list allowing you to choose reports from the list with the keyboard F12 Activates the current report so you can navigate around the report with the keyboard Control C Copies the current report to the clipboard Control F Opens the Filter Manager Control M Displays the main menu Control P Prints the current report Control T Opens the Tariff Manager Ctrl Tab Switches between open reports Ctrl F4 Closes the current report Shift F12 Zooms the current report hides the report list Alt D Displays the Date Menu for the curre
131. c is calculated by only considering the number of inbound calls that passed into or out of the telephone system and won t count segments of the same call that were subsequently transferred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent call traffic at all the corresponding devices e By Device When calculating statistics by device the call statistic calculation considers every segment of every inbound call that was transferred recalled or diverted to different internal destinations within the telephone system Calls Identified The total of number of calls where the telephone number was identified against the CTI Server s telephone number import database When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of inbound identified calls that first alerted last alerted were answered at were finished at or were made by the corresponding e
132. calls that were answered by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound answered calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound answered calls that were received from the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statistic is calculated by only considering the number of inbound answered calls that passed into or out of the telephone system and won t count segments of the same call that were subsequently transferred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent
133. calls to be answered Argent Code zeg Lerek iue Dusia f rmm na e nene il IE ins anise aa oan be becker do rio og e EE Pen LM oe CG 1 A alt tm ue ea Mum m mc m m ODE NHOSMD RH D333 EE pue mi his quie wu Mean S KT A aye Hee i erica Tna dinde cas arid gier q Duration 1 2 3 4 5 6 At the top of the dialog you can customize up to 6 answer times These times are used in the Answered lt X Answered lt X Lost lt X and Lost lt X When calculating these statistics the times you provide here are taken into account 96 For example if you set Duration 3 to 60 seconds you will have 4 statistics described above which count calls answered within 60 seconds and lost within 60 seconds You can enter the times as either hh mm ss or as ah bm cs For example 90 seconds can be entered as 00 01 30 1m 30s 90s or just 90 Service Level When calculating your service level statistics Wizard needs to know how quickly you would like your inbound calls to be answered Any calls which are answered below this service level duration will improve your service level Any calls answered after this service level duration will reduce your service level This value is also used when calculating Agents Required which decides on the number of agents that are required for a given time period to have answered a given percentage of calls within your service level duration Durations The Durat
134. cee Eee s piesdit es LE SEM jai Wed pesada DOC a i que Pape HT HL AER LU SP Page PAra 80 At the top of the wizard you should choose the type of file that you wish to export to When e mailing this file will be attached to your e mail message Available options are e Text File CSV Format Outputs the report to a CSV Comma Separated Value file Such files can be read by Notepad Microsoft Excel amongst others e Microsoft Excel Spreadsheet XLS Outputs the report to an Excel 97 2000 spreadsheet Microsoft Excel 97 or above must be installed on the computer for this feature to function successfully e Microsoft Word Document DOC Outputs the report to a Word 97 2000 document Microsoft Word 97 or above must be installed on the computer for this feature to function successfully e Web Page HTML ASP Outputs the report as an HTML file for viewing in a web browser When exporting to HTML the default web template is used unless you configure advanced settings e WAP Page WML Outputs the report as a WML file for viewing on a mobile phone When exporting to WML the default WML template is used unless you configure advanced settings You can choose to configure advanced settings for the export options by clicking the I want to configure Advanced Settings If you choose this option you will proceed to the appropriate advanced settings page for your export format These are identical to the pages used in the manual wizards
135. chedule B Right click the schedule to disable and select the Disable Schedule option from the menu When a schedule is disabled it s status icon will change to o To enable a schedule again repeat the procedure above but select the Enable Schedule option from the menu When a schedule is enabled it s status icon will change to Ca Note If the schedule is already disabled the Disable Schedule option will not be available and similarly if a schedule is already enabled the Enable Schedule option will not be available Deleting A Schedule If you decide that you no longer need a schedule you can delete it using one of several methods m Select the schedule to delete from the list and then click the Delete button on the toolbar B Right click the schedule to delete in the list and then choose the Delete Schedule option from the shortcut menu 85 Note Once a schedule has been deleted it is gone forever and cannot be retrieved without recreating the original schedule Running Schedules On Demand Sometimes you may want to run schedules before their next scheduled time or you may wish to fire an on demand schedule You can do this in one of several ways E Select the schedule to run now and then click the Run Now button on the toolbar D Right click the schedule that you want to run now and then select the Run Now option from the shortcut menu Note Running a schedule before its next scheduled time will not stop the sche
136. cked the report title and date range is displayed at the top of the exported spreadsheet Create report footer at end of document With this option checked the creation date filter and tariff are displayed at the bottom of the exported spreadsheet Advanced Settings Word This page of the Export Wizard is displayed when exporting to Word and you choose to configure advanced options Piazza pachy pai vendella kend ha apat in En mE ve Ware word donnent t E Ee E de i m Crase raped coh d are of recurari KK SEH E Deg 61 Create report header at start of document With this option checked the report title and date range is displayed at the top of the exported document Create report footer at end of document No footer information is currently available This option is greyed out Advanced Settings HTML This page of the Export Wizard is displayed when exporting to a web page HTML and you choose to configure advanced options Exporting to HTML should be used if you want to view your reports in a web browser Expert cr i m S ES T SE a tl o pe Ereedead viet x E d Portable Browse wet L ies E DA i L Ke mmm e m 1 UE Abt T PEPRE The list on the left displays a list of web templates that are installed on your computer Only templates suitable for a web browser are displayed The window on the right displays a small preview of how reports will appear when exported with t
137. cted by whether the report is calculated By Trunk or By Device Average Cost In The average cost of all inbound call segments This statistic is not effected by whether the report is calculated By Trunk or By Device Average Cost Out The average cost of all outbound call segments This statistic is not effected by whether the report is calculated By Trunk or By Device Answered lt X The number of inbound calls that were answered within X seconds The statistics are progressively cumulative i e Answered lt 15 seconds includes Answered lt 5 seconds When grouping a report by an extension or agent ID field e g Device Agent etc then the Statistic calculation counts the number of inbound calls that first alerted last alerted were answered at were finished at or were made by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound calls that were received from made to the corresponding caller s telephone number With Call Segmentation enabled on the CTI Server this statistic will consider all call segments taking the ring time to be the length of time since the call started alerting a new hunt group device or since being transferred With Call Segmentation disabled o
138. ctual name of this statistic is configurable within options and so may not match the default of Code X When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of calls where the given account code was entered and where the call was completed by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of calls where the given account code was entered and that were received from the corresponding caller s telephone number This statistic is not effected by whether the report is calculated By Trunk or By Device Short Calls The total of number of call segments where the time spent in the answered state the talk time is below the short call level which can be set from Callview Wizard options When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of calls where the talk time was below the short call level and where the call was completed by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of calls that match the corresponding grouping field value e g when grouping by T
139. cular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent call traffic at all the corresponding devices e By Device When calculating statistics by device the call statistic calculation considers every segment of every inbound or outbound call that was transferred recalled or diverted to different internal destinations within the telephone system Calls In The total of number of inbound calls When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of inbound calls that first alerted last alerted were answered at were finished at or were made by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound calls that were received from made to the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the c
140. d 69 ONE 69 Applying Date Ranges oooooonnnnncncnnncccnnnnnnoo 33 Applying Filters esses 33 Assigning Tariffs To Trunk Lines 74 B Backing Up Data 14 C Call Detail Report 43 Call Summary Report 42 43 Command Line Options 13 Copying Filters rn oto e eet eet 55 Copying REPONS eimi 43 Copyn Tas sio T3 Creating a Netlink Schedule 78 Creating A Netlink Ste 88 Creating DE 46 Creatine REPONS S idi salsa 34 Creating Ku usa roca 69 D Del tins EE 55 Deleting Netlink Schedules 85 Deleting Netlink Steg 93 Deleting Reports cora o FER Mus 44 Delete Tanta 73 Demonstration Mode 4 Disabling Netlink Schedules 85 Dupheating Filters ana 55 Duplicating Repnorts 44 Duplicating Tariffs oniinn 73 E Editing A Netlink Ste 88 Edito D 46 Editing Netlink Schedules 78 EGUNE REDON enaa 34 Editing Tasa sas 69 E Wiz aran ccr RE tov as 65 E mailing 59 60 61 62 63 64 75 Advanced Settings c EET 60 ee 61 H Wy VE 62 EE 62 VOL E 61 Choosing The Export Format 59 Completing the Export 63 Netlink Overview as 15 eeneg 64 Using Stored Settings sss 59 E mailing Reports 64 Enabling Netlink Schedules 85 SE EE A eu d abt tere
141. d be separated by commas You can also specify a range of devices using a hyphen For example if you specify 200 202 204 207 you will include devices 200 202 204 205 206 207 in the filter 48 Note Criteria specified in the filter must all be valid for a call to be filtered in to a report This means that if you specify extension 200 as being the first alerted device answering device and completing device then only call segments that first alerted extension 200 were subsequently answered at extension 200 and then finished at extension 200 will be included ACD Hunt Groups Tab This tab is used to specify the hunt group that a particular agent or extension was logged in to or out of This type of filter predominantly effects agent statistics but it can also be used to filter calls It is recommended that users only use this tab to create a filter if they need to filter both agent statistics and calls within the one filter Petes Als Diiin i Cal Blake d bicareslicn 1 Trina CAS i Bened Capaie ACD Hartos DeecknkDOE f sperme TR a a EIE d EAS i vou can fib ay datos and kel Rer bared on Ie ACT i Hurd rro tha fa spernit or acer as lcppedin la E d As he Font ss do Poda fra tee Ed bok E Shore disi begged inl ihis guai ro Shine devoti nal kagged itiothese gai is Hee Tha bam ia crib g t cr bu v Jon meus m m mm inm Um e onm x Hunt Group In this field you specify the list of hunt groups
142. d license level These features are configured from within the Options dialog which you can access by clicking the Options button on the toolbar or by choosing the Options menu item from the main menu The Options dialog consists of several separate pages of information which configure the various Wizard options 95 Account Codes The Account Codes tab of the Options dialog allows you to configure 4 sets of account codes that will be summarised automatically for you in statistic reports without having to create custom filters We r smsen KEE keraio 41 nie thes eer cases ta unice eg Weg IN Account Code 1 2 3 4 On the left side of the window you can enter the account codes that you wish to summarise by Any calls where the account code was the last to be entered on the call will cause the corresponding statistics to be increased to reflect the count of calls where the account code was last entered If you alter the account code settings you should refresh any reports that are using the statistics Account Code 1 2 3 4 Caption On the right side of the window you can enter a caption for each of the account codes that you wish to summarise by This text is then used as the statistic s description on all reports where the statistic s have been selected Service Levels The Service Levels tab of the Options dialog allows you to configure your chosen answer time breakdown and how quickly you expect your inbound
143. dd or edit a charge band within the Charge Bands Tab A charge band is a period of time within a one week period where calls are charged at a particular rate e g peak rate off peak rate etc i Ender a descripires rara foa fer charm band DE Chase Bed Siw emu 5 E f i wail E H Li a ome L Kess po n Cep bena Team f EE EE E circa E n o P Sunday Ee Name A charge band must have a name to describe it e g Off peak etc Range You must specify the time that the charge band starts and ends If a charge band starts in the evening and ends in the morning then you should still enter the times in that order You can use the buttons to display a menu of common times for you to quickly default the time periods to Note The times are not inclusive l e specifying 08 00 00 8am to 18 00 00 6pm will consider all seconds between 08 00 00 8am to 17 59 59 This is to make it easier to specify times Weekdays You must specify which days the charge band applies to The weekdays take precedence over the time period I e if you enter a time period of 18 00 00 6pm to 08 00 00 8am to be apply Monday to Friday the time between 00 00 00 and 08 00 00 will not be included for Saturday Place checks against the days that you wish to include in the charge band Remove checks against days that you do not want to include Dial Codes Tab This tab allows you to configure the charges used by diffe
144. dial code from the list You cannot remove the default dial code AIl other dialcodes Call Charge Data Dialog This dialog is used to specify the call charges to a particular set of dial codes i Cal Che S Deaan taae ecd dems je A ios dela lt EX pad DXX Lus dires GOU died IERI sepu cl epes am in ege dE Dial Codes Enter a comma separated list of dial codes that this charge information will apply to e g 07970 07971 07972 You cannot have duplicate dial codes in one tariff If a particular tariff already uses the specified dial code an error will be displayed similar to Convey Wizard Dial code DOT i desch entered n this tariif ac om n destination ae Intemational v Se SE Note You can specify your local and regional dial codes in the Call Costing tab of the Options dialog These dial codes are then used when you create default local and default regional cost groups You cannot enter dial codes in this dialog that would clash with the default local and regional dial codes specified in the Options dialog Description Enter a descriptive piece of text to describe this set of dial codes e g USA or Selfone Network Cost Group This is the cost group that this set of dial codes belong to e g local national mobile etc If you choose the wrong value for this field it will have an effect when filtering by cost group or when creating a statistic report that groups b
145. dule from running at its next scheduled time Netlink Templates When you use Netlink to publish reports you choose a site to publish the report to When you configure a site you choose a template that 1s used to define how the report will look when formatted for the Internet Several templates are provided as standard with Callview Wizard and a brief synopsis of each is provided below Standard Web irri errr This is basic web page designed for viewing in any web dech browser on a desktop PC When used for publishing it Ae cs 7 WA maintain an index of published reports When See Si H H H E exporting a long call list report it will split the report so i that there are no more than 25 records per page Ligas i Standard WAP This is a basic template designed for WAP browsers on mobile phones An index is maintained of the reports and each report is written as one record per page with a menu for easier navigation It is not a good idea to publish large reports using this template This is the default template when publishing to WML Blue Styling Web See Swan Solutions Ltd This is a nicely formatted web page designed for viewing C Seow on a desktop PC It will require a recent web browser such as Microsoft Internet Explorer 5 or Netscape Navigator 6 It is predominantly blue This is the default template when publishing to the web HTML 86 PDA WAP Report Filtered By Dote Range Upd
146. e This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Avg Ans In Time The average ring time for inbound answered calls calculated by adding up the cumulative ring time of all answered call segments and dividing it by the total number of call segments used Call segments that ended because a hunt group call overflowed recalled to another device or call segments which represent a call offered to a hunt group member which was refused by it aren t considered in this calculation These types of call segments are ignored so that a call s ring time isn t counted more than once for overflowed recalled or refused calls When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were answered by the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Additionally ring time is allocated to extensions based upon the device which was last alerted by the call For a collective ringing hunt group call this is the highest numbered extension device of all the group s membe
147. e group s members For a call balanced hunt group the entire ring time of the call to the hunt group is allocated to the answering extension or the group member which was being alerted when the caller abandoned the corresponding call Avg Ring Out Time A Statistic showing the average call ring time for all outbound calls for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were answered at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Avg Talk Time The average talk time duration of all answered call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic 1s not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Avg T
148. e considered an advanced setting and only changed if required to do so by a member of technical support When calculating call charges convert dial codes to Telephone 2000 format UK only With this option checked dial codes used in the tariff will be converted to Telephone 2000 format to take into account the new telephone number format that occurred in April 2000 If all your dial codes have been entered in this format you may not need to switch this setting on This should be considered an advanced setting and only changed if required to do so by a member of technical support 98 Erlang B C The Erlang B C tab of the Options dialog allows you to configure various parameters used by the Erlang calculations within Callview Wizard Erlang calculations are used to determine Trunks Required and Agents Required statistics ApobuiLodes Spr ng Leck Daie PE Woven Hih Sc KN E dE Thebas squint sate using E B you 14 1 real geit tha alicevable parcardaga ol cal fut woud be duech DR Desc o yet ber ae ne de Kane eee E 14 e genic squid y Leti T dem E eu 4 J E a4 i tare degacted in ihe Were Laos bid wen Pa 3 daria Lindo ER D n SS 51 c La sub v RU ech S a i AA Trunks Required Statistic The first field of the dialog requires you to enter the allowable percentage of calls that would be rejected because no trunk lines were available when an inbound caller called Erlang B
149. e list you can type it in to the field instead ee ds ege EE dune Ee dee di Erim destin fri ite nici ail taie you E 1 me aos 1 Mieres Haire Click OK You ve just created your first simple filter You will see the filter appear in the Filter Manager We must now apply the filter to a report Before we can apply the filter to a report we need to open a report Double click the Call List report in the Default Reports category so that it is displayed in the Report Window Once the report has completed click the Filter button on the report s toolbar and choose the Test Filter menu item from the list Notice that we could have chosen Add Filter from this menu to allow us to create and apply the filter in one step Add iter tF Having selected the filter it is applied to the report and the report is recalculated Before you applied the filter the report showed all calls into or out of your telephone system Now you have applied a filter 22 so that only calls which rang or were answered at your extension are displayed in the report Change between the All Calls filter and the Test Filter to check that this is true If you haven t made any calls today then the filtered report may not show any data Now you will edit your filter to include some other extensions Return to the Filter Manager by clicking the Filters button on the toolbar Select the Test Filter and click the Edit button to edit it k
150. ed in the General tab of the filter used to calculate the statistic Inter In The number of calls transferred into a new hunt group which subsequently rang the given extension or agent This statistic can only be calculated when grouping a report by an extension or agent ID field e g Device Agent etc With Call Segmentation enabled on the CTI Server this statistic will consider all call segments which alerted a new hunt group device where the given extension or agent was the last device rung in the given call segment 119 With Call Segmentation disabled on the CTI Server this statistic counts all answered calls completed by the given extension or agent where the answering device is different to the completing device and where the completing device is listed in the General tab of the filter used to calculate the statistic while the answering device is not Inter Out The number of answered calls transferred into a new hunt group where the transferring device was the given extension or agent This statistic can only be calculated when grouping a report by an extension or agent ID field e g Device Agent etc With Call Segmentation enabled on the CTI Server this statistic will consider all call segments which alerted a new hunt group device where the given extension or agent had completed the previous answered call segment and as such was therefore the transferring device With Call Segmentation disabled on the CTI
151. ed the filter you can then edit and delete the filter like any other Deleting A Filter You can delete a filter from the Filter Manager by selecting the filter and then clicking the Remove button A warning message will appear to check that you really want to delete the filter you must accept the warning for the filter to be deleted Note Deleting a filter is irreversible once deleted you cannot get the filter back without recreating it If you delete a filter that is currently assigned to a report the report will revert to using the default filter and will need to be refreshed for the changes to take effect Printing Printing Reports You can print reports from Callview Wizard in one of several ways m Click the Print button on the toolbar This will print to the default printer using default printer settings B Right click the report in the report window or the report list and choose Print from the menu You will be allowed to choose the printer to print to as well as customising the print settings Es Press Ctrl P on the keyboard This will print to the default printer using default printer settings You can also print the report by choosing Print from the main menu Note To be able to print you must have installed a printer driver first You can do this from the Start Menu by choosing Settings Printers Add Printer 55 Previewing Reports Before you print a report you may wish to see what the report would look
152. ed to create a tariff which is quite similar to an existing tariff it is often quicker to copy the existing tariff and edit it rather than create a new tariff from scratch Edit A Tariff To edit an existing tariff open the Tariff Manager select the tariff that you wish to edit and click the Edit button The Edit Tariff dialog will be displayed to enable you to edit your tariff Tip If you intend to make several changes to the tariff it is a good idea to copy the tariff first That way if you make an incorrect change you can always revert to the original tariff if necessary Add Edit Tariff Dialog This dialog is used when creating and editing tariffs It consists of several tabs of information This dialog is also used when editing a tariff To create a tariff it is recommended that you complete the General tab first then the Charge Bands tab and finally the Dial Codes tab General Tab This tab allows you to specify tariff wide options about the tariff that you are creating or editing Berea chase Pans Todi Haar MM OY Chin tan vo Heng is tall Youl bed anum drai up Has ell aureus Caral Uwe nie data chaaga nlonnadon bor ta baat AECH ien Fe Aanika Pee rials eres inte HM EES 1 Chat Pap Cod Cal Stup chae JO mp 1 Dead Mess C ape pax I Gong one T Dux gaer enLinmiR E TT ES II Se Tariff Name In this field you specify a name for the tariff The tariff name must be unique It
153. ed when editing a report When you have finished editing the report it will automatically be refreshed if the report was already open in the Report Window Add Edit Report Dialog This dialog 1s used when creating and editing reports It consists of several tabs of information you don t necessarily have to configure items on each page to create your report This dialog is also used when you select a report s properties General Tab From the General tab you can configure the report name and category as well choosing a template to base your report on A report template is a quick way to configure a report without having to know a lot about report configuration Beer 31 ee Pc SHA SR f is anie feb EE Bin EHE Cy tones he pa seta canoe at ye zT DAE I E Hai bakm Di MUI eu Serie E IE et ston Papa Pera 1E ote Stmmciard Finanz pal EE be E HiS Bepaal ERE Cal by Exon Cuir by Haf Hrza LbserzoreelLs rtsrtgdsrcren Cal Coot ho icon Code Call Cet ho E shennan ndi Poleras bp Dap Prbourad En fed Cal Poltica bp Dap Wath URL Precor zl Lt 34 Report Title Each report must have a unique name which you specify in this field The title can be anything that you want although it should be helpful in letting you understand the functionality of the report In previous versions of Callview Wizard the title would normally indicate the report s date range and how the report was filtered This is no longer necessary in version
154. eduled Export Wand 80 Scheduled E mail Ward 82 Scheduled Publish Wizard uoto tti teo HE eee etn ees 84 Enabling And Disabling Schedules naannnnenanennnnnnennnnnnnnnnnnnnsennnnnenenne 85 Deletitig A SCHCG We E 85 Running Schedules On Demand 86 Netlink Template TE 86 llc 87 i i 93 Options and Network Settings oocccccccccccccconcccnnnnconnnnanncnnnnononononanennnnnnnnos 95 Overview Of Options nnne nnn nnns 95 Account EE 96 Service Levels sess nnn nns nns 96 A A T 97 Call COS IG E 98 END ada rd 99 MESA SINO pra EU 100 ENCISO eld RR NT P T 101 King eke gil ale EORR E E ee 102 Overview Of Importing stica Ee 102 Star uA n IMPOR taaan 102 GNOOSINO IMPON TYDE sui iia 102 Selecting THe Files escocia idilio 103 Choosing What To Import nn 103 Import Complete nnne nnns 104 SP e E 105 Overview Of Statistics eesesssssssseeeeneneme meer nnn rnnns 105 SUE EE ENEE et EEN 106 ACD Status RE UE 111 Gontig ration TEE tee dE 112 Al SUT de 115 Other Information 146 Metlink COM lege BE 146 hd f 0 Be a1 are 0 C sers ee it nt eter ene ee nm 146 Report Templates EE 1 Introduction Callview Wizard is used to run historical reports on call and agent activity Call and agent activity information is stored within a database on the CTI Server Reports can be run to display call and agent activity as well as summar
155. egmentation is disabled this statistic counts the number of trunk line calls where the completing device differs from the answering device and only the answering device is in group When calculated this way a device or agent is considered in group if it is entered in the General tab of the filter being used to calculate the statistic Transferred Out Of Group The number of calls that started alerting a hunt group because the call was directly transferred to the group by a device that had completed the call This statistic can only be calculated when grouping a report by a non extension or agent ID field e g Telephone No etc If Call Segmentation is enabled on the CTI Server this statistic counts the number of call segments that were completed at an extension agent and started alerting a hunt group because the call was directly transferred to the group by the corresponding device If Call Segmentation is disabled this statistic counts the number of trunk line calls where the completing device differs from the answering device and only the completing device is in group When calculated this way a device or agent is considered in group if it is entered in the General tab of the filter being used to calculate the statistic 120 Code 1 2 3 4 The total of number of call segments where the last account code entered against the call matched the corresponding summary account code that can be set from the options of Callview Wizard The a
156. ekday and weekends which will fire the schedule once a day during the weekend You should also choose the time of day when the schedule should first fire Every Day Of Month The third schedule option creates a schedule that will fire on a particular day of the month You should choose which day of the month you wish the schedule to fire by choosing from the drop down list You should also choose the time of day when the schedule should first fire On Demand The fourth schedule option creates an on demand schedule This schedule will only fire when you select the schedule in the schedule list and choose Run Now Starting At For the first three schedule types you must specify the time of day when the schedule should start Enter the time of day in the time selector or use the button to quickly pick from a list of common times When scheduling a report to run at most once a day the start time denotes the time each day when the report will run When scheduling a report to run more frequently than once a day the start time denotes the time of first firing Generally speaking for a frequently firing schedule the start time is almost irrelevant Reports Tab This tab allows you to configure the reports that the schedule will fire and what action will be taken on the reports n Papah dt A ha veu varrhi e run fc fer 1 l 7 Ca Lud TA 1 Calle by E serako exp i Cals by Hab Hour S S apts be D Se ee 1 A EM
157. el amongst others e Microsoft Excel Spreadsheet XLS Outputs the report to an Excel 97 2000 spreadsheet Microsoft Excel 97 or above must be installed on the computer for this feature to function successfully e Microsoft Word Document DOC Outputs the report to a Word 97 2000 document Microsoft Word 97 or above must be installed on the computer for this feature to function successfully e Web Page HTML ASP Outputs the report as an HTML file for viewing in a web browser When exporting to HTML the default web template is used unless you configure advanced settings 59 Exporting to a web page is only supported if a Callview Netlink license has been purchased e WAP Page WML Outputs the report as a WML file for viewing on a mobile phone When exporting to WML the default WML template is used unless you configure advanced settings Exporting to a WML page is only supported if a Callview Netlink license has been purchased The wizard automatically choose a default filename for you based on the name of the report and the format you have chosen You can override the filename or use the button to display an Open File dialog to allow you to browse for a filename of your choice At this stage you can accept the remaining settings and click Finish to export the file immediately However if you want to customise some of the export settings or save these settings for re use later then you should tick the I would like to
158. elephone No the statistic counts the number of calls where the talk time was below the short call level and that were received from the corresponding caller s telephone number This statistic is not effected by whether the report is calculated By Trunk or By Device Unrecognised Calls The total of number of call segments where the telephone number could not be identified in the CTI Server Telephone Number Import database When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of unrecognised calls where the call alerted was answered or completed by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of unrecognised calls that were received from the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statistic is calculated by only considering the number of calls that passed into or out of the telephone system and won t count segments of the same call that were subsequently transfe
159. em con 3 MEA Mittal AA 1645 2 nmm 15 mig geni FERE Le ide TAL A 15 EHE Publ Herode CETIS The list displays the current schedules that you have created with the following fields e Name The name of this schedule e Schedule The frequency that this schedule fires at e g Fire every 15 minutes from 09 00 e Last Ran At The date time that this schedule last ran either because of a schedule or because it was manually executed e Next Fire Time The next time that this report is schedule to execute e Action The action that this schedule will perform on the associated reports e Status The current status of this schedule This will explain which report is currently being run as well as how far through an export or publish action the schedule is Each item in the list has a small 1con next to it to indicate the current schedule state as follows Ca Schedule Ready The schedule is enabled and will fire at the next scheduled time Schedule Pending The schedule is enabled and will fire within the next 60 seconds Schedule Running The schedule is running right now Schedule Disabled The schedule has been disabled by the user It will not fire until it is re enabled Schedule Error An error has occurred when firing the schedule The schedule will not fire again until you edit the schedule s properties to fix the error It is recommended that you check the Event list for errors e 06 0 0
160. en grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device 132 Total Talk In Time This statistic displays the cumulative talk duration including the on hold duration of all inbound call segments When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Total Talk Out Time This statistic displays the cumulative talk duration including the on hold duration of all outbound call segments When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic 1s not affected by t
161. ena Thompson Call For Jackie Benetton Call For Michael Shaw Call For Amanda Jenneson DD Spare DOI Spare DD Spare Configuration DDI Mu Configuration Device List Standard A simple list of all the extensions programmed into Callview Gateway Configuration Device List hoe Pe x Device Description Plays Qing Annmnts Agent Supervisor Theresa Macintosh Sameon Johns Lidia Michaels Benson Smith Heidi Cooper Sabrina Price Emily Parsons Jerry Smart Natala Puchenski Ged Samuels Lucy Harison Fri Peterson Configuration Device Configuration Trunk List Standard A simple list of all the trunk lines programmed into Callview Gateway Configuration Trunk List hoe Pe NW Trunk Description Line Type Wing 4nnmnts Fax Line 1 Analogue Fax Line 2 Analogue Door Phone Analogue Mam Number Digital Mam Number Digital Mam Number Digital Mam Number Digital Mam Number Digital US Feed Digital US Feed Digital ISDN Dial Up Digital Sales Freephone Digital Sales Freephone Digital Sales Freephone Digital Sales Freephone Digital Gales Freenhnne Dunibal Configuration Trunk Calls by Extension MIS This report format shows detailed call statistics for each extension Calls by Extension D YX Device Description Calle ln InEnd Calls Dut QutEnd totTalkT avgTalkT IngwT avgwT avg utRngT a 106 Amanda Jennesan U U B3 5S4 00 1419 00 00 73 00 00 00 00 00 00 00 00 06 140 Agent Superv
162. ent Settings menu option which will be disabled if it is not currently appropriate Order By Button Sort 1st ascending This button allows you to choose the sort order for the currently selected Sort 2nd ascending field Depending on the current sort order different menu options will 4 appear allowing you to either add this field as new field to sort on or to Sort ist descending replace one of the existing fields that are being sorted For every sort nd E amp order there is an ascending and descending menu option You can choose Don t sort if you do not wish to sort on this field Gen t sot Tip You can also change the sort order from the report itself by clicking on the report field names Group Report By e degrees e SE BP DM Pe ea e bald ns RES GE E SH when gaging ect aime edm en gie dae n ies 4 On GE iud Dk ue te tme ts dale E tenguii When you choose to group a statistic report by particular fields you will need to configure some extra options to specify how to group by that field For example when grouping by a time based field you need to specify what interval of time to group by e g every 5 minutes every hour every 5 days etc Interval At the top of the dialog you specify the interval This is split into two fields The first field allows you to enter the interval and the second field allows you to choose the units of the interval For example if you wanted to specify an in
163. ere I Di zi SE Tessin E ke AE Ate Lik Li To um E the A RI EECH nib te E Hb en EE dE adk i doter a e EE SEO en qu m Ce AE Filter At the top of the dialog is the current filter you have specified for the field that you wish to test You can enter your chosen filter criteria for this field using the appropriate formatting for the field that you are testing Query When you are ready to test your filter click this button to query the Callview Gateway Telephone Number Import database using your specified criteria When the query is complete your filter results are displayed in the list in the centre of the dialog You should check that the contents appear correct OK Cancel When you are happy with your chosen filter click the OK button to accept it or click the Cancel button to abandon your changes Transferred Calls Tab This tab is used to filter calls based on where they transferred from or transferred to For this type of filter to function correctly you must have enabled call segmentation on the Callview Gateway DICE Duaxkn Cal Shae o on ROME A ia enh cok edn ee nce Gi la ad agreden per e CTI Seele bse bs rok Calia l T ke 14 54 Transferred From You can filter calls based on where the call diverted transferred recalled or overflowed from You can click the drop down arrow and pick devices from the list or you can enter in a comma separated list of devices You can al
164. es Telephone No Field 2 ma 123 144 132 608 Total 4 Dialing Outbound Call Dialling Outbound Call Dialing Outbound Call Dialing Outbound Call Dialing Outbound Call SE 45 100 0 hs 00 13 12 00 00 19 00 00 05 LE E Calls Far 100 192 etc A OT Pe XA Calle Out AME UE Dut ne totTalkT avglalkT avgHnaT dc U 00 00 00 00 00 00 00 00 01 43 689 24 00 06 07 00 00 72 00 00 06 J 5 11 1 A 00 0436 00 00 31 00 00 02 J r 15 6 00 04 29 00 00 38 00 00 01 2X 00 00 00 00 00 00 00 00 34 a Standard Standard Standard Top Dialled Numbers Standard Statistics by telephone number dialled for outbound calls The list shows the most dialled tel no s in descending order i e the most dialled numbers showing first A Dy 7 Top Dialled Numbers Telephone Ma Field 2 Calls Qut XAlldur Dut amp ns totTalkT avglalkT totRing aegRngT a 01387365794 Fusion Electronics Group 2 bz 2 0000 57 00 00 28 00 00 07 00 00 03 1455315854 Active Electrical US 2 25 2 00 00 40 00 00 20 00 00 0 00 00 03 1483583714 Bridge Services Ltd E 2 68 2 OO00 26 00 00 13 00 00 08 00 00 04 01377409594 Peterson Solicitors Inc 2 EK 2 0000 50 00 00 28 00 00 09 00 00 04 01309612084 Mew Contact d JB 2 00 01 01 00 00 30 00 00 08 00 00 04 01329848574 Smith Services Ltd d 2 6 1 00 00 16 00 00 16 00 00 20 00 00 10 1373724444 Thompson Solutions Trust H ECK d 00 00 21 00 00 10 0
165. f the call to the hunt group is allocated to the answering extension or the group member which was being alerted when the caller abandoned the corresponding call Avg Ring In Out Time The average ring time for both inbound and outbound calls calculated by adding up the cumulative ring time of all call segments and dividing it by the total number of call segments used Call segments that ended because a hunt group call overflowed recalled to another device or call segments which represent a call offered to a hunt group member which was refused by the group member aren t considered in this calculation These types of call segments are ignored so that a call s ring time isn t counted more than once for overflowed recalled or refused calls When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were answered at the given extension or agent are considered 133 When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Additionally ring time is allocated to extensions based upon the device which was last alerted by the call For a collective ringing hunt group call this is the highest numbered extension device of all th
166. fault tariff will make the copy the default The existing default tariff will remain the default Delete A Tariff To delete an existing tariff open the Tariff Manager select the tariff that you wish to delete and click the Remove button You will be warned before the tariff 1s deleted since removing a tariff cannot be undone Note You cannot remove the default tariff Additionally any reports that were using the particular tariff will revert to the default tariff when this tariff is deleted 73 Assigning Tariffs To Trunk Lines For any report that uses the default tariff you can force Callview Wizard to use a particular tariff if the call that the cost is being calculated for was on a particular trunk line Any trunks that you do not assert a tariff for will use the default tariff In this way you can configure your reports such that by default they use tariff A but if a call is presented on trunk line 20 it should use tariff B Bened Thanks Ge WE a ea chaspar rg Ha Vis Laf jou condes fe del CN erica bring stadi Go a par rur ke bir 3 114 Gre Inderal Tard ilca deis nam ie ra eis i I 54108 ISDN l gas re A RI IN ips reieg 3 MT Irala E aa 1 Ab An Inboard T es Y oui Ip Ted d Die y EK Taal nat 20 Leper CT Ups rebus EE 41 1 To assign particular tariffs to trunk lines open the Tariff Manager and switch to the Trunks tab Select the trunk line that you
167. fic call statistics against individual days Call Summary by Day Outbound O Pe NW i Start Time Calls Out Oub amp ns Ident lt Dut ns ldent totTalkT avgTalkT tetRHingT avgQutRingT 06 08 2001 Mon 1175 1103 1046 944 890 1427 29 00 00 46 01 55 36 00 00 05 OF 08 2001 Tue 1258 1143 1131 90 6 892 11 06 43 00 00 34 021223 00 00 06 08 08 2001 ed 1348 1770 1755 90 9 901 15 28 19 00 00 31 03 46 54 00 00 06 03708 2001 Thu 3230 2954 2917 915 903 220554 00 00 33 05 31 34 00 00 06 10 08 2001 Fri 945 0399 agr 95 1 896 1405 40 00 00 48 01 20 43 00 00 05 11 08 2001 Sat 1189 1127 1074 94 6 903 18 34 52 00 00 59 01 48 00 00 00 05 12 08 2001 Sun 1439 132 1299 9228 903 242435 00 07 06 02 32 38 00 00 06 Total 11194 10335 10069 92 3 89 9 123 15 32 00 00 42 19 07 48 00 00 06 zb 4 Call Summary by Dav 10 Call Summary by Week A list of general call statistics against individual weeks Call Summary by Week D Pe Xx i Start Time Cals CalleIn Calls Out Ident 3 Calls In X Calls Out Xldent totTalkT avgTalkT Ing T avgwT 2 25 06 2001 Man 9997 3423 E574 Babe 4 28 66 8 86 6 1161315 00 00 55 O0 0240 00 00 09 02 07 2001 Mon 15539 4345 111834 13768 28 0 TaD 88 6 18910523 00 00 55 01550 00 00 11 0970772001 Mon 12533 3983 8650 11220 31 5 68 5 68 64 1654252 00 01 03 00 03 42 00 00 12 16 07 2001 Mon 19604 rely 12387 17240 36 0 63 2 839 166 00 35 00 0
168. figure the advanced settings of an export in the Export Wizard you can choose to open the export file with a given command line During installation Callview Wizard searches for installed applications on your computer and can provide some default settings for these command lines The default applications that Callview Wizard searches for include e Notepad Most of the export formats can be opened in Notepad which is installed with Windows It is not recommended to open Excel or Word documents with Notepad e Excel 2000 All of the default export formats except for Microsoft Word can be opened with Excel 2000 e Excel 97 Excel 97 can be used to open CSV files and Excel spreadsheets e Word 2000 97 Word can be used to open to all of the default export formats except for Excel spreadsheets e HanDBase for PalmOS This option should be used when exporting to CSV It will launch the HanDBase Desktop application to convert the CSV file to HanDBase format and then prepare the database so that it will be synchronised with your Palm handheld the next time that you Hotsync HanDBase is available from www ddhsoftware com E mailing Reports If you have a Callview Netlink license then having processed a report you can e mail the report to a colleague To e mail a report E Click the E mail button on the toolbar If the e mail option is not visible click the drop down arrow on the button and choose the E mail menu item D Right c
169. for answering calls because they are finishing activities related to the previous call although no call is currently active with the agent Free Wrapup The Free Wrap Up agent state is used to indicate that an ACD agent is currently logged in but is finishing activities related to the previous call although the agent would be prepared to handle calls if necessary if there were no other ACD agents in the free state in the same agent hunt group This ACD agent state is not supported on the following telephone systems e Siemens Hicom Office Pro COM e nter tel AXXESS e Telrad SBS e Lucent 420 60N INDeX Busy N A DND The Busy N A Busy Not Available ACD agent state is manually used by agents to indicate that they are logged in but are not available for answering calls for a reason other than to do with normal call processing e g starting their computer receiving training etc On the Inter Tel AXXESS telephone system this ACD agent state corresponds to an agent s extension being in DND Do Not Disturb First Login At The time of the very first ACD agent log in for this particular grouped field Last Login At The time of the last ACD agent log in for this particular grouped field Last Logout At The time of the last ACD agent log out for this particular grouped field Last Status Change At The time of the last ACD agent state change for this particular grouped field Tot Time On Duty When grouping a report by
170. gation by your network administrator Installing Callview Wizard To install Callview Wizard e Start your computer and log in to the network e Insert the Callview CD ROM into your CD ROM or DVD drive e After the main installation page has been displayed click the Explore icon in the bottom right corner of the window followed by the Install Callview Products icon in the top right corner of the window Enter the license key that is included with your Callview installation pack Click on nstall Single product on the top right of the window Click on Callview Wizard in the middle of the screen The Callview Wizard Setup Wizard will now begin to lead you through the installation You will need to complete the Setup Wizard to successfully install Callview Wizard First you must confirm your license key Having verified the license key click Next to continue You are now provided with several options for your language This will effect the language that is displayed in Callview Wizard as well as some of it s settings Click Next You must now accept the license agreement If you do not accept the license agreement you will not be able to install the software 10 Ihzu sr a Per Now specify the folder where you would like Callview Wizard installed By default your reports and report cache are also written to this drive so ensure that the drive which you install to has at least 150Mb of free space ENEE ck d Eme Dm
171. gment was active for including all periods spent alerting answered or on hold First Rang The first device that this call segment alerted at With Call Segmentation enabled on the CTI Server this will be device where the call first started ringing in the current call segment With Call Segmentation disabled on the CTI Server this will be very first device where the call started ringing Last Rang The last device that this call segment alerted With Call Segmentation enabled on the CTI Server this will be the device where the call last alerted in the current call segment With Call Segmentation disabled on the CTI Server this will be the last device that the call alerted before it was first answered Ans On The device that this call segment was answered at or blank if the call segment was not answered With Call Segmentation enabled on the CTI Server this will be the answering device in the current call segment If the call has not been answered in the current call segment then this field will be blank 107 With Call Segmentation disabled on the CTI Server this will be the first device that answered the call irrespective of whether the call had been transferred or not 108 Finished On The device that this call segment ended on before the call was ended or transferred to another device With Call Segmentation enabled on the CTI Server this is the device that completed the current call segment before the segment
172. h mm ss or as ah bm cs For example 00 10 00 is the same as IOm or 10m Os Total Time Use this option to filter calls based on the time that they were active i e from the time they started alerting to when the call ended First choose whether you wish to include calls that were active for longer than a given time gt or less than a given time lt Then specify the duration to compare against Durations can be entered as hh mm ss or as ah bm cs For example 01 00 00 is the same as Ih or Ih Om Os Hold Time Use this option to filter calls based on the time that they spent on hold First choose whether you wish to include calls that were on hold for longer than a given time gt or less than a given time lt Then specify the duration to compare against Durations can be entered as hh mm ss or as ah bm cs For example 00 01 30 is the same as 1m 30s or 90s 51 Time Call Started The filter dialog is designed to be the same as the filter dialog in Callview Wizard RT and Desktop Wallboard In these products it is possible to use the filter to limit calls based on their start time However in Callview Wizard the time range that a report is run over is defined by the date range of the report This can be configured from the Date Time Tab of a report s properties Call Status Tab This tab 1s used to filter calls based on their state trunk line and account code i e Mx Gerad Copa SCH
173. he Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Avg Wait In Time The average ring time for inbound calls calculated by adding up the cumulative ring time of all call segments and dividing it by the total number of call segments used Call segments that ended because a hunt group call overflowed recalled to another device or call segments which represent a call offered to a hunt group member which was refused by it aren t considered in this calculation These types of call segments are ignored so that a call s ring time isn t counted more than once for overflowed recalled or refused calls When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were answered at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic 1s not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Additionally ring time is allocated to extensions based upon the device which was last alerted by the call For a collective ringing hunt group call this is the highest numbered extension device of all the group s members For a call balanced hunt group the entire ring time o
174. he Reset Index option from the menu Events Overview Of Events When you export publish or e mail reports in Callview Wizard or schedule reports using Callview Netlink the results are output as events When manually exporting the Event Window will open automatically if an error has occurred or you can open the Event Window when you choose to ensure that your scheduled reports are functioning successfully Only a certain number of events are stored with the default being more than enough for most needs If you ever exceed the maximum number of events then your oldest events are deleted to make way for more events 93 The Event Window You can view your events in the Event Window You can access the Event Window by clicking the Events button from the Netlink main window or by clicking the Netlink button on the Wizard main window and choosing the Events option Users who have not purchased a Netlink license can open the Event Window from the main menu choosing the Events option Pen QD Repot dB Sites Gi Netlink Wizard RT Schedles The event window displays a list of events including the time that the event occurred a description of the event and the schedule that caused the event to fire L Evers imhwh Ta 3 Oe ddi 02082001 141 T oom 144 1 02062001 42 T AAA T4 T one 142 17 uin We F OUTES 142 F avem 162 T cen 142 aom 142 HS TET ou a A
175. his template Choose the template that you wish to use and click Next to continue Note Exporting to HTML requires a Callview Netlink license Advanced Settings WML This page of the Export Wizard is displayed when exporting to a WML page and you choose to configure advanced options Exporting to WML should be used if you want to view your reports on the Internet on a mobile phone or PDA pai Fira The list on the left displays a list of WML templates that are installed on your computer Only templates suitable for a WAP micro browser are displayed The window on the right displays a small preview of how reports will appear when exported with this template Choose the template that you wish to use and click Next to continue Note Exporting to WML requires a Callview Netlink license 62 Completing The Export If you have chosen to configure advanced settings for the export you will reach this page where you can choose to launch the exported file upon completion and save the settings for later use Rx 6 Geer defn ageet f Dao mol ot n tere sc A Vari UE dr fau Een rava tha gs pou hara edel la adn fo M prune es Ente ores nee o selecting an esting reer o pr irge Seder Cont Gel do rol cee d ua E 5 ara E Open exported file in default application With this option checked the exported file will be opened using the default application for the file type if a default exists Such associatio
176. his will display the Add Report dialog The first page displays several report templates Moving the mouse cursor Over a report template will give a brief description of that template Select the Call Cost by Telephone Number report template it s about 10 items down from the top of the list i he iid diag iai vam SH cs on ly OS L dite pat Less Cato Lech Leg MR om 5 pater fe cadi Lat T pan lo Tank LM CA cer baut cer cerva p n Bei E BE y Cale hp Telephone be n Lsk Fa 100 Ve pene Selecting the report template defaults all the settings for the report We can click OK now and run our report since all the settings have been defaulted Notice that the report is added to the report list under the My Reports category Lj calls by Agent oh My Reports Call Cost by Telephone Number Now that the report has completed we ll edit it to display some new fields as well as changing the date range With the report open move the mouse over the report window and right click Choose the Properties option from the menu Information SS Properties x Coe 2 19 We re now editing the report The dialog should look familiar because it s the same as the Add Report dialog that we used to create the report Select the Date Time tab This is where we can change the date range settings for the report Currently the report is calculated for Today Select This Week from the list so that we consider calls for everyda
177. ice level you can choose to ignore calls that abandoned very quickly If you wish to enable this feature you must first tick the Ignore abandoned calls that rang for less than option and then enter the ring time below which abandoned calls will be ignored Normally an abandoned call will reduce your service level since it is counted as a call that was not answered within the service level With this option enabled abandoned calls that rang for less than the Quick Abandon Time are considered as answered for the purpose calculating the service level Note No other statistics are altered by this setting It will not change any answered or abandoned statistics It only affects the service level statistic 97 Call Costing The Call Costing tab of the Options dialog allows you to configure the local and regional dial codes for your area as well as defining the Telephone 2000 see below logic to be applied when calculating call costs D SEL 11 xj Appui Dadss 1 Seroeleeen Dussllona o Cel Costing Edge leeg piaca and Fagonal Uil Codes Ee 4 Yiucan eve deet bed ad gn lcd edict conte 1a lege 4 d 1 1 Loa Dial Codes nuu Va Le CUED et nir s se le ER Peps Did Crater In PASTE DIET300 322 DIS a dei 4200145 n ALN RT ERT Telephone 2000 d E Come telephone ruber la Tahe 000 Franck UE or ORB han cakodating cal changer Lorene dal codes to Taarten ER dE oe
178. ice resets the ring time when a trunk call rings the device as defined by the appropriate setting in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Override Mon Whether Override Device Monitoring is enabled for this device in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Hunt Group Configuration Details This section lists the statistics available in a Configuration report containing hunt groups Group The hunt group device as entered in the CTI Server configuration database Description The description of the group as entered in the CTI Server configuration database CV Super Group Whether this device is marked as a Callview Super Group in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Uses Agent Ids Whether this device is marked as Using Agent IDs in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Seg On Alert Whether this device is enabled for Device Entry segmentation in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Seg On Tr Whether this device is enabled for Device Exit
179. ield When grouping a report by an extension or agent ID field this statistic is calculated as all the time that the given device spent in the free wrapup state during the report period When grouping a report by the time of day this statistic is calculated as all the time spent in the free wrapup state by all devices during the period being grouped For example if grouping by half hour this statistic will calculate all time spent in the free wrapup state during the half hour period in consideration This statistic is not available when grouping by other fields 139 Time In Busy N A DND The total time spent in the busy N A DND state by this particular grouped field When grouping a report by an extension or agent ID field this statistic is calculated as all the time that the given device spent in the busy N A DND state during the report period When grouping a report by the time of day this statistic is calculated as all the time spent in the busy N A DND state by all devices during the period being grouped For example if grouping by half hour this statistic will calculate all time spent in the busy N A DND state during the half hour period in consideration This statistic is not available when grouping by other fields Avg Time Free The average time spent in the free state by this particular grouped field When grouping a report by an extension or agent ID field this statistic is calculated as all the time
180. ies of the same report A D Pr A wv Today This Week x Call Time ae 00 13 22 This Month Close the report by clicking the report close button The Call List report that we just closed has been run with yesterday s data This means that we can reload the report without having to get the data from the CTI Server again Notice that the Call List report now has a small disk icon next to its report name This means that the report has saved data that we can load by default Instead move the mouse cursor over the report in the report list and press the right mouse button Choose the View Saved Report option from the menu ps rel 3 Run e E Cals b E pe Saved ER Calls br Call Co Fu Errat Again the report will open but the contents will appear a lot quicker because the report is loaded from your computer rather than recalculated All reports are saved automatically and Wizard will decide if it can load the report or needs to recalculate it However by using the right click menu you can force Wizard to either recalculate or load the report Creating Reports This tutorial covers how to create some simple reports and make changes to those reports There are several ways to create a new report that are described in detail elsewhere in the documentation We shall cover one way here First click the New Report button on the Wizard toolbar Callview Wi mM 1d 1 14 di Mie I Hi 18 T
181. ill be publishing reports The user will need read and write access to this folder as well as the ability to create directories If the user is uploading files to their local PC this is just the full path to the folder Subfolder It is a good idea to keep each individual site s files in separate folders especially when they are stored on the same web server For this reason it is recommended that Folder points to the web server root and that you enter a value for Subfolder e g stats or sales stats When you test the configuration the sub folder will automatically be created for you to ensure that publishing is feasible Test You should test the values that you have entered before you accept the changes Click the Test button to try and access the folder you have entered and create the sub folder you choose If the test fails an Events window will appear to display the things that went wrong Common Things To Check If your test fails you should check e Spelling Ensure that you have entered the folder correctly e Shared Folder Ensure that the folder is shared correctly with read and write access and has the share name that you expect e Authentication Ensure that you are authenticating successfully with the remote computer E g have you logged on to the network Does the remote computer have you registered as a valid user e Network Ensure that you can see the remote computer across the network by trying to find the comp
182. ilter must have a unique name and ideally should give you an idea of what the filter does Devices In this drop down list you can specify a list of extensions to include in your filter Any call which rings is answered or finishes at any of these devices will be included You can choose devices by clicking the drop down arrow and then picking devices from the list Alternatively you can enter devices directly into the field When entering devices individual devices should be separated by commas You can also specify a range of devices using a hyphen For example if you specify 200 202 204 207 you will include devices 200 202 204 205 206 207 in the filter Agents In this drop down list you can specify a list of agents to include in your filter Any call which rings is answered or finishes at any of these agents will be included You can choose agents by clicking the drop down arrow and then picking agents from the list Alternatively you can enter agents directly into the field When entering agents individual agents should be separated by commas You can also specify a range of agents using a hyphen For example if you specify 200 202 204 207 you will include agent 200 202 204 205 206 207 in the filter Call Modelling The filter dialog is designed to be the same as the filter dialog in Callview Wizard RT and Desktop Wallboard In these products it is necessary to specify how statistics are calculated in the filter
183. index html while Microsoft web servers have a default page name of default htm If you specify an index file which matches the default page name for your web server you will be able to open your reports in your browser by typing something similar to www mysite com stats as opposed to www mysite com stats my_index_page html 89 Web Server Tab This tab allows you to configure how you will upload to your site as well as the settings that Netlink will use to upload to the site ti Eae web Save Lamer amp bihi ate hores local oi breads D Qs e hosted on ha local arma ret proci F Sia m had rro jag If eb mr Dass Ire hs deisi of hera do connect fer giis Pouca ke ihe Credkng be bs clickang the Ta bin FTP Sae e reste cor _ Det Fr uan zai Kier pk Lleras bobbg Parana Jee IUE Lg tha Tait baton da naklada iba soli Viel you hues ended and ho prepass ihv ate hor pubirhing Site is hosted on the local area network Choose this option if you have a web server hosted on your local network and you wish to upload files using a network share This includes web servers hosted on your own PC using Personal Web Server or Internet Information Services SysAdmin This option should be selected if you want to upload files to a UNC path on your LAN Site is hosted remotely e g ISP s web server Choose this option if you have a web server that is hosted off site e g a remote host accessed via FTP You may also
184. ing a report you must choose the site that you wish to publish the file to Pubheh Wed ye loca KEE ha patr karakk fhe dd Ea tores ar ge ee KE pus n hoi os mm You can choose an existing site from the drop down list or create a new site by clicking the Add button The site that you choose will effect where your data is published and also which template is used to convert your report to HTML or WML Having chosen your site click Next to continue 66 Specify A Filename Having chosen a site you must now enter a filename to publish your report to Publish Wend og ee GE Zi Type in a filename without a path into the field or use the button to display a File Open dialog Many web servers do not support certain characters in filenames The Wizard will ensure that the filename you specify will work on most web servers by converting capital letters to lowercase converting spaces to underscores and remove certain non alphanumeric characters which aren t supported Note Some of the templates provided with Callview Wizard will create several files when you publish a report This is often used when publishing to WML WAP files since most mobile devices have very little memory and so cannot display large pages To get round this such templates export several files with each file containing a small number of records This leads to more files being published than you might expect This is one reason
185. ing those where calls are transferred between different devices For example a call that is answered at reception and then transferred to the Sales Group is considered as two calls one to reception and one to Sales You would normally select this option when considering calls to groups or devices for example when grouping a report by device or agent Note Calculating statistics by device needs Call Segmentation to be enabled on the Callview Gateway You can still choose this option if Call Segmentation isn t switched on but it will have no effect Other Filter Options This section of the dialog provides some miscellaneous filtering options which are often used by the report templates to provide appropriate filtering options without having to apply a filter 39 e Only process inbound calls With this option ticked the report will only consider inbound call segments If you apply a filter which filters outbound calls only you will effectively filter out all calls e Only process outbound calls With this option ticked the report will only consider outbound call segments If you apply a filter which filters inbound calls only you will effectively filter out all calls e Only process answered calls With this option ticked the report will only consider answered call segments If you apply a filter which filters unanswered calls only you will effectively filter out all calls e Only process calls that were never answered With
186. ing within the second hunt group queue The trunk call is therefore answered against the first hunt group but abandoned in the second in addition to the call having separate call waiting times against each of the different hunt group queues Call segmentation allows the tracking of hunt group statistics separately to enable this type of call measurement Call Detail Statistics This section lists the statistics available in a Call List report detailing information about historical calls stored in the Callview Gateway database A call list report is designed to show a list of calls over a given period of time They display no statistics instead displaying properties of the given call e g call start time telephone number answering device etc Additionally you can use several of these statistics in a Statistic report as the grouping field Trunk This denotes the trunk line that an external call was assigned to while the call was active Trunk Description The description in the CTI Server configuration database for the trunk line that the external call was assigned to while the call was active Direction The direction of the external call either a customer calling IN to the call centre or a member of staff calling OUT of the call centre Telephone No The telephone number associated with the external call For inbound calls this will be the CLI Caller ID of the caller if provided For outbound calls this will be the digits dia
187. ingT avgUutRngT 25 06 2001 Mor 5573 6166 5914 938 90 0 721105 00 00 45 10 30 47 00 00 05 02 07 2001 Mon 11194 10335 10069 923 DOS 12375352 00 00 42 19 07 48 00 00 06 09 07 2001 Mon 8650 Delt 7803 DAS OOS 1072948 00 00 50 15 48 34 0 00 06 15 07 2001 Mon 12397 11635 11073 93 9 89 3 1141500 00 00 35 18 04 49 00 00 05 23 07 2001 Mon feed B757 6508 93 5 O01 702923 00 00 37 11 19 19 00 00 05 Total 46038 EAR 41373 92 6 89 9 4392 40 46 00 00 41 74 51 17 00 00 05 AL 4 Call Summary by Wee Call Summary by Month A list of general call statistics against individual months Call Summary by Month he Fe X Start Time Jul 2001 698548 22509 46039 60633 424 0 bres 08 54 7490341 00 00 54 01 00 07 00 00 11 Total 68548 22509 46039 60633 32 8 67 2 68 5 749 03 41 00 00 54 01 00 07 00 00 11 k Call Summary by Month MIS MIS MIS MIS 11 Call Summary by Month Inbound MIS A list of inbound specific call statistics against individual months Call Summary by Month Inbound A D Y X Start Time Calls In Ident DDI Calls DDI Calls Lost avgWT avg amp bndT Jul 2001 22508 7315 21451 19258 22498 14901 34 325 953 856 100 0 66 2 01 00 07 00 00 11 00 00 13 Total 22508 7316 21451 13258 22498 14901 34 325 95 3 856 100 0 66 2 01 00 07 00 00 11 00 00 1 Call Summary by Mon Call Summary by Month Outbound MIS A list of ou
188. ions tab of the Options dialog allows you to configure various time period specific settings used by Wizard such as the short call level and quick abandoned call time BEES KE Cal Coding EMB xen 3 Apcount Dade Bie ae ee Dus l Gall Fists Feri Yoon sol the duralior over mich call ires duch ai stood cal n E rada ue aadar A i 1 Or y j IE a D a 1 Ghost CHE Laos 4 Toucan onthe durior ol cals whch ane ba conademd a eg em E i Quick Abundeorud als o When gaku tenis levels E NE atake aurka aalr wech end balora a pwen Huarhokl ers abandoned cal Hal ur lr bs ste S 29 ae rere E Le Call Rate Period This field 1s used to calculate call rate statistics such as Inbound Call Rate etc Call Rate statistics display the average number of calls within the call rate period For example if you create a report that groups calls by start time for each hour and your call rate period is 30 minutes then if you had 100 inbound calls in the one hour period your Inbound Call Rate would be calculated as 50 since the call rate period is half that of the grouping period Short Call Level When calculating the Short Calls statistic Wizard needs to know the duration of a call that is considered short Any call that spends less than the short call level in the answered state is identified as a short call and will be counted as such Quick Abandoned Calls When calculating serv
189. is then used with this value to determine the number of trunk lines that you would need for your percentage chance of rejecting a caller to fall below this value Erlang B is used to model customers calling into multiple trunk lines where customers are rejected never to return if no trunk lines are available This can be used to calculate the most optimistic number of trunk lines required Agents Required Statistic This field of the dialog requires you to enter the minimum percentage of calls that you wish to be answered within the service level period as defined on the Service Levels tab Erlang C is then used with this value to determine the number of agents that you would need to answer at least this percentage of calls within the service level Erlang C is used to model customers queuing in a single queue for one of mutliple agents to become available It is assumed that there is an infinite potential supply of customers This can be used to calculate average wait times in a hunt group 99 Licensing The Licensing tab of the Options dialog allows you to choose the license that you will try and consume when you connect to the Callview Gateway O Acance SeosLeen Dusk E Gator geng Lene It arise Miel Brera by be Cabin VIEN You bn A chores fm deist boars bread hat cd vl qud kee AE y Base by choering an epa belir CC altra afirma Said Dicis c ts ar pone mn ila neu tz Y pa S i El TEE
190. isor 2 1 2 2 001456 00 04 18 00 02 23 00 04 11 00 00 09 150 Theresa Macintosh 14 12 53 4f 00 41 16 00 00 41 00 01 06 00 00 17 00 00 13 151 Samson Johns E 5 45 Ab 00 09 52 00 00 14 00 00 10 00 00 03 00 00 08 152 Lydia Michaels 13 B 102 gb T 2254 00 00 47 00 01 16 00 00 13 00 00 07 153 Benson Smith Ze 15 EA 138 02 11 31 00 00 36 00 00 18 00 00 03 00 00 06 154 Heidi Cooper 15 15 162 147 00 46 03 00 00 77 00 00 06 00 00 01 00 00 05 155 Sabrina Price EN 15 14 110 02 31 23 00 01 12 00 00 31 00 00 07 00 00 07 156 Emily Parsons 20 B8 5S4 01 07 16 00 00 58 00 01 50 00 00 19 00 00 06 157 Jerry Smart T3 Bb 43 00 11 23 00 00 75 00 00 05 00 00 02 00 00 07 Total 430 173 1166 383 15 16 10 00 00 47 00 02 23 00 00 09 00 00 0 cd 4 Calls by Extension Calls by Half Hour MIS A statistical call summary by half hour period Calls by Half Hour A Dr Y X Start Time CallsIn Allln Calls Out Z4lDut totTalkT avaTalkT 08 30 00 09 00 00 1 9 33 2 8 00 22 16 00 00 49 00 00 08 00 00 03 00 00 10 09 00 00 09 30 00 2 3 23 2 0 00 22 03 00 00 57 00 00 22 00 00 10 00 00 04 09 30 00 10 00 00 0 9 44 3 8 00 23 36 00 00 54 00 00 10 00 00 05 00 00 04 10 00 00 10 30 00 2 8 33 2 8 00 46 27 00 01 47 00 01 23 00 00 22 00 00 10 10 30 00 11 00 00 1 6 34 2 9 00 22 49 00 00 40 00 00 55 00 00 17 00 00 07 11 00 00 11 30 00 4 9 45 3 9 01 18 15 00 01 44 00 00 32 00 00 12 00 00 08 11 30 00 12 00 00 3 7 35 3 0 00 31 30 00 00 45 00 0
191. isplay summary information about your call centre and then drill down to see individual calls made or received by call centre staff Reports can be restricted to show only certain information using advanced criteria such as telephone number extension ring time call cost etc Callview Wizard also installs Callview Wizard RT and Callview Netlink Wizard RT provides real time monitoring of call and agent activity while Netlink allows you to publish reports to the Internet as well as providing scheduled and batched reporting Callview Wizard has three different license variations controlled by the CTI Server The functionality of Callview Wizard changes based on the license you acquire e Wizard Standard Provides basic call reporting Reports can be run that show a list of calls that match a specified criteria Summaries can be created for these reports as well as summarising calls by telephone number or by call cost group e g local calls national calls mobile calls etc e Wizard MIS Provides enhanced reporting capability In addition to standard reporting the MIS license can summarise reports by extension group time of day ring time DDI as well as several other call properties Real time call reporting is also provided using Callview Wizard RT e Wizard ACD Provides historical and real time ACD reporting capabilities As well as all MIS features the ACD license can report on call performance and agent activity in an ACD envir
192. j CC E CH E 1 1 j 1 SET Local Dial Codes Enter a comma separated list of dial codes for your local area The dial codes must not already be entered as dial codes inside any tariffs otherwise an error will occur Regional Dial Codes Enter a comma separated list of dial codes for your regional area The dial codes must not already be entered as dial codes inside any tariffs otherwise an error will occur Note Currently regional dial codes do not apply in the United Kingdom since regional call costs have been brought in line with national call costs Note In most phone books you can find your local and or regional dial codes at the front of the phone book If you cannot locate the dial codes call British Telecommunications Customer Services on 150 Note The call costing functionality provided by Callview Wizard is based on limited information provided by network carriers Additionally carriers can update their tariffs at any time For this reason changes in tariffs or network carrier discounts cannot always be reflected Convert telephone numbers to Telephone 2000 format UK only If this option is selected telephone numbers are converted to new telephone number format that came into force in April 2000 If you will be reporting on periods where both telephone number formats have been in use you should ensure that this option is checked so that call costs can be calculated correctly This should b
193. j oras GE Dave iin ernie mhich iani e ON E enr When you first arrive at this page the wizard will read your chosen file and complete the list at the top of the dialog with items that can be imported from the file If there are any problems with the file an error message will be displayed and you will not be able to continue Place ticks against the items in the list that you wish to import You can use the Select All button to place ticks against all items in the list and the Deselect All button to remove all ticks in the list If you tick the Do not import entries which already exist setting then any items which already exist will not be imported again If you do not tick this option the items will be imported again but their name appended with a number to differentiate them from the original Click Next when you are ready to import the data 103 Import Complete On the last page of the Import Wizard your data is imported a Sapo Fapest Lal Lt Trae De Tank Cath exported DE 99 Cali Cad Ba eet Ec eo arde desch eet On arrival of this page the data is imported Depending on the number of items you have selected to import this could take from a few seconds to up to a minute When the import has been complete the results are displayed in the list You should check the results to ensure that all your required items have been imported Click Finish when the import is completed 104 Statistics Overview Of
194. k Configuration eeeeeesssssesseeeeeeene nennen nennen nnne nnn nnn nnn 7 Enabling Name Resolution eeseeeeeeseeeeeeeeeeen nnne 7 Checking The Shared oder 8 Installing Callview Ward 10 Configuring Callview Wizard nennen 12 Command Line OPIO PE m 13 Backing UD Your Dala adidas dai ia aa 14 User Guide 15 Stanina GalMSwW Wales ica did 15 Eelere er 15 Ropo BASO I ERA 15 RUNNING IR COONS ae 16 Ai a N 18 Fiorino TAC DOM ET 21 MPO REDONS a ice 24 Iugle ei ek en 25 Callview Wizard Wumdow ennemis 26 The Main VV IG OW EE 26 RR ele 27 Toe FREDO m T a a N 28 o A 29 The ReportWINdO Wisin ai io 29 Report Villaen EE EN mies GE 31 Overview ee TE 31 PING Awl COON EE 32 Does A Report Need RUNNING ccccccoocccncccccncccnnccononccnncnononcconononancnnnnnnnnns 32 Viewing Saved Reports ooooccnccccnocccnnccononcnononononcnonononanennncnnnancnnnonnnanennnoss 32 SONING A Repo e ME dee 33 Applying A Date Range nnne 33 Applying A EE 33 Creating A New Report ccccsssseccecseseeeeeeeeeeeeeeesaeeeeeeeesseaeeeeeeesageeeeesaas 34 E CIIAG ABEE 34 Add Edit FiebpotDIalOQ EE 34 Display The Call SuMMary cooocccnnccccncccnnccnnnncnncnonnnnonnnnnnnnnnnnnnnnnnnennnnnnnns 42 Displaying Call Detalles aiii ias 43 Copying A Reports Dalat WEE 43 Duplicating Ee en EE 44 DEISUNG AIAG DOM EE 44 Information ON REPO tail ico 44 ic A 45 Overview OT Els iaa 45 The Fiter VE e T UN UN TP 45 Create A
195. l be displayed from the report cache Es Press the Enter key when the chosen report has the focus If the report needs running it will be processed from the CTI Server database otherwise it will be displayed from the report cache D Right click the report From the Report List menu you can then choose Run to run the report with current data or choose View Saved Report to load the report from the report cache without having to rerun the report Does A Report Need Running When you run a report it is automatically saved to the report cache stored on your local computer When you next choose to run the report Wizard decides if the report data needs to be processed again or whether it can be read from the report cache For example if you have a call list report configured to display today s data the report will always need to be run using the latest data since today is always changing If the report were configured to display yesterday s data and you ran the report at 9am it would be processed using the latest data However any subsequent attempts to run the data could load the report from the report cache At midnight the date changes and so the report would be refreshed the next time it ran since the date range for yesterday has changed Viewing Saved Reports When a report is processed it is automatically saved to the report cache When you double click the report in the report list to run it again Wizard will decide if the repor
196. l seg 8 nter pr readin configs bim EE d herpa Excel a piedi est LE SEM doof wed 5 pied het EC LS que Pays KT SERT ER WEP Pays Para At the top of the wizard you should choose the type of file that you wish to export to When e mailing this file will be attached to your e mail message Available options are e Text File CSV Format Outputs the report to a CSV Comma Separated Value file Such files can be read by Notepad Microsoft Excel amongst others e Microsoft Excel Spreadsheet XLS Outputs the report to an Excel 97 2000 spreadsheet Microsoft Excel 97 or above must be installed on the computer for this feature to function successfully e Microsoft Word Document DOC Outputs the report to a Word 97 2000 document Microsoft Word 97 or above must be installed on the computer for this feature to function successfully e Web Page HTML ASP Outputs the report as an HTML file for viewing in a web browser When exporting to HTML the default web template is used unless you configure advanced settings e WAP Page WML Outputs the report as a WML file for viewing on a mobile phone When exporting to WML the default WML template is used unless you configure advanced settings You can choose to configure advanced settings for the export options by clicking the I want to configure Advanced Settings If you choose this option you will proceed to the appropriate advanced settings page for your export format
197. lable when grouping by any other field Call Rate Statistics Avg In Rate The average number of inbound calls handled When grouping a report by an extension or agent ID field e g Device Agent etc then the Statistic calculation counts the number of inbound calls that first alerted last alerted were answered at were finished at the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound calls that were received from made to the corresponding caller s telephone number The average is taken as the number of inbound calls divided by the Call Rate Period option which defaults to 30 minutes When grouping the report by time of day the average is taken against the number of inbound calls for the given period while for all other grouping fields the average is taken against the number of inbound calls for the entire report period However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows 142 e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statistic is calculated by only considering the number of inbound calls that passed into or out of the
198. lation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device 136 Min Talk Time The minimum talk time duration for all answered call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which were completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value With Call Segmentation enabled on the CTI Server this statistic will consider individual call segments talk time taking into account periods where the call alerts because it is transferred to different devices With Call Segmentation disabled this statistic considers the talk time as the time since the call was first answered until the call finally ended Periods where the call alerts because it has transferred to different devices are still considered as the same talk time Min Call Time The minimum call time duration for all answered call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were active at the given extension or agent are considered When gro
199. lf Hour and Day D FX Start Time MaxBsy Peak Used CallsIn Allin Calls Qut totTalkT Calls Lost 13 08 2001 13 00 00 13 30 00 20 23 00 25 13 13 08 2001 13 30 00 14 00 00 12 42 00 40 26 13 08 2001 14 00 00 14 30 00 24 34 03 42 39 13 08 2001 14 30 00 15 00 00 13 36 00 53 24 13 08 2001 15 00 00 15 30 00 23 76 00 53 54 13 08 2001 15 30 00 16 00 00 21 29 01 53 51 13 08 2001 16 00 00 16 30 00 14 31 01 17 44 13 08 2001 16 30 00 17 00 00 8 31 00 16 10 13 08 2001 17 00 00 17 30 00 30 37 00 43 19 13 08 2001 17 30 00 18 00 00 15 47 01 11 52 13 08 2001 18 00 00 18 30 00 15 51 01 09 01 13 08 2001 18 30 00 19 00 00 7 16 00 28 45 13 08 2001 18 00 00 19 30 00 3 10 3 00 14 36 4 Tod 10 185 3983 100 0 8650 100 0 165 4252 2248 56 4 Line Usage by Half H TeleCalc Calls by Half Hour and Day MIS An inbound call summary by half hour period and day for TeleCalc Forcasting integration TeleCalc Calls by Half Hour and Day Start Time Avg Talk Time 17 08 2001 06 30 00 07 00 00 00 00 02 17 08 2001 07 00 00 07 30 00 00 00 17 17 08 2001 08 00 00 08 30 00 00 00 00 17 08 2001 08 30 00 09 00 00 00 01 59 17 08 2001 09 00 00 09 30 00 00 03 42 17 08 2001 09 30 00 10 00 00 00 00 15 17 08 2001 10 00 00 10 30 00 00 12 52 17 08 2001 10 30 00 11 00 00 00 01 00 17 08 2001 11 00 00 11 30 00 00 03 35 17 08 2001 11 30 00 12 00 00 16 00 01 58 17 08 2001 12 00 00 12 30 00 19 00 02 43 17 08 2001 12 30 00 13 00 00 7 00
200. lick the report in the report window and choose Send by E mail from the menu Alternatively right click the report in the report list and choose Send by E mail from the menu ZS Press Alt E on the keyboard The Email Wizard will be displayed to lead you through the report e mail process Note You must have a MAPI compliant messaging system installed and correctly configured on your computer for this option to work successfully Such systems include Microsoft Outlook and Microsoft Outlook Express 64 E mail Wizard When you choose to e mail a report the E mail Wizard will display This will walk you through the process of e mailing your report in your chosen format The E mail Wizard looks similar to the Export Wizard except that it does not give you the option to open the file after the Wizard has completed and instead opens an e mail message in your default MAPI compliant messaging system for you to send your message P iied aen Ste d Rc Fest BENE ll xi ated R i SN IL v jones 7 ew oe es Ao eg eS D eene what een If you have a Callview Netlink license then having processed a report you can publish the report to the Internet for viewing in web browsers or on WAP enabled devices such as mobile phones or PDAs To publish a report m Click the Publish button on the toolbar If the publish option is not visible click the drop down arrow on the button and choose the Publish menu item B Right click
201. like when printed To do this you need to put the report into preview mode rather than list mode This can be done in several ways E Click the Preview button on the toolbar when the report is open This will toggle the report between preview and list modes D Right click the report in the report window or report list and choose Print Preview to toggle the report between preview and list modes E Press Alt V on the keyboard to toggle the active report between preview and list modes The Print Preview Window When in preview mode the current report in the report window will appear similar to Sales Calls by Day Sales Line Duef Pari Lasd Vroek Heport a E F7 GI Cals bs Cabs kb Zen Sea Fal Tie LAO Cal Thal Page iai This view indicates what your report would look like when printed 56 At the top of the view is the print preview toolbar containing the following buttons Id Jump to the first page of the report d Jump to the previous page in the report p Jump to the next page in the report kl Jump to the last page in the report E Zooms the page so that the page s width 1s fully visible in the preview window 1 Zooms the page so that the page s height is fully visible in the preview window 100 Zoom Zooms in to the page so that it can be examined in more detail Zooms out of the page so that you can see more of the page on screen Je Toggles the preview between fitting all the report s columns onto
202. ling SCHEGuUle 853 aia sections et 85 Editing Schedule ia 78 EE ee 88 Enabling Schedulesg 85 AS A ra 94 BEWellistoesotteiuont omm id M PM E LR EIE 93 Filtern EE 95 Main Meni EEN 77 Main Wmdow eese eee 76 OVENI WS ege 75 Running Schedules On Demand 86 Scheduled E mail Wuzard 82 Scheduled Export Wizard 80 Scheduled Publish Wizard 84 LA a No en NP UM CMM CL MCI PTR 87 Sites DIE Ier 88 lee 86 OOD AR aA sees ha Aileen ee aah aia 77 Netlink Main Window eee 76 Netlink Templates si 86 Network Configuration 7 8 101 KE EE 3 O On Demand Schedules 86 Opening An Export With Installed Applications cccccoconnnnocccnnnnnnnnnnnnnnnononnnnnnos 64 Options 95 96 97 98 99 100 101 Account Codes E 96 Call EE 98 Choosing Ay SeEVOE ooo die etie Gei 101 A AO 97 A A teen rar renner n 99 A 100 DS A E 95 Servico Level pirineos 96 Options In Print Preview ssee 58 Overviews 1 3 6 15 31 45 68 75 87 93 95 102 105 Callview Wiss iiie ote Etre rins 1 EH 93 A E E EE EERE 45 A Ur poo pm dts 102 WE tel a 75 New HERE 3 ne 95 REPOS be 15 16 32 e LEE 6 EE 87 EI 105 106 Ee pepe ern reese re rs E RUE MI 68 P Preview Mode sidad 30 56 Previewine e xin etin PUE teras 56 PNG ENEE 29 56 57 58 NES A A 57 CODDOBS Qut torba cro dient eoe 58 Preview Mode uus
203. lled 106 DDI Digits The significant DDI digits received from the network provider to identify that a call originated via a particular DDI number When the CTI Server is connected to an Inter Tel AX XESS telephone system this column may depict the entire DDI telephone number i e 01234560213 01234564213 On the Hicom Office Pro COM the DDI Digits column represents the associated Call No which is specified within the telephone system programming On other telephone systems only the significant DDI digits sent by the network provider will be shown in this column i e 213 4213 Field 2 The data associated with the telephone number for this call as maintained by the telephone number import on the CTI Server Usually this information will be synchronised with your company database such that this field displays the company or contact name for the given telephone number Start Time The time that this segment of the call started as depicted by the clock on the CTI Server computer Ring Time The duration that the call segment spent alerting at this device or group Talk Time The duration that this call segment spent in the answered state This is taken from the time when the call was answered to when it was ended or transferred The Talk Time will therefore include any period of Hold Time for the current call segment Hold Time The duration that this call segment spent on hold Call Time The duration that this call se
204. lly you can create a filter and automatically apply it to the report Filter Button Clicking the Filter button on the toolbar of a report in the report window will display a list of all filters currently configured in Callview Wizard Choosing a filter from the menu will immediately apply that filter to your report Additionally you can choose Add Filter to create a filter and automatically apply it to the report 33 Es Pressing Alt F will quickly display the Filter Button menu for the active report Creating A New Report You can create a new report in one of several ways ZS Press Alt N on the keyboard m Click the New Report button on the toolbar Or you can choose the New Report option from the Main Menu When you choose one of these options the Add Report dialog will appear allowing you to configure the settings for your report When you have successfully created the report it will immediately be processed and appear in the Report Window Note Reports must have a unique name Editing A Report Editing a report is done in the same way as creating a new report You can either right click the report to edit in the Report List or right click the report in the Report Window if the report is open and choose Properties This will display the Report Properties dialog Note To make it easier the Add Report dialog and the Report Properties dialog are the same so that the methods you learn to create a report can be re us
205. load Netlink can upload reports to sites using either FTP File Transfer Protocol or by copying files across your local area network You will need to use FTP to publish sites if your web server is hosted remotely If your site is hosted locally you can copy files to a network share if your system administrator allows or use FTP instead Where to upload Netlink also needs to know where the site is hosted For FTP this includes the site s host name and a username and password to access the site For the local area network it includes the path to the shared folder What format to use When Netlink converts a report for viewing on the Internet or on a mobile phone it uses a template to define how the report will look Each site has a template associated with it so that reports on the same site look consistent Configuring a site needs a reasonable level of IT experience In particular some of the information required may not be freely available within your organisation You may need to liase with members of your IT department to successfully configure a site 87 Sites Dialog You manage your Netlink sites in the Sites dialog You can access this dialog by clicking the Sites button from the Netlink main window or by clicking the Netlink button on the Wizard main window and choosing the Sites option e e Netlink Wizard RT ec Report chedules shes Lj Sites RE Events SS The dialog displays a list of sites that
206. ma You can choose the character to separate fields by choosing an item from this list You can also type the character that you wish to use into the list If your character cannot be typed then you can enter the ASCII character value surrounded by square brackets e g 24 for ASCII value 24 which is the same as Ctrl X Text Delimiter Text fields in your CSV file are denoted by characters surrounding the text Usually double quotes are used to denote text fields in a CSV file but you can change this to be any character including no text delimiters Choose the delimiter you require from the list You can also type the character that you wish to use into the list If your character cannot be types then you can enter the ASCII character value surrounded by square brackets e g 24 for ASCII value 24 which is the same as Ctrl X Note The use of ASCII values as separators or delimiters in your CSV files is not recommended It is provided as an advanced feature for those experienced users who may require it During everyday use there is very little reason to change the separators and delimiters from those already available in the list Advanced Settings Excel This page of the Export Wizard is displayed when exporting to Excel and you choose to configure advanced options um KE cl Te Hori Excel pesiduheet KEE ce EE Laos Bi oe Create report header at start of document With this option che
207. mber of outbound calls that were received from made to the corresponding caller s telephone number The average is taken as the number of outbound calls divided by the Call Rate Period option which defaults to 30 minutes When grouping the report by time of day the average is taken against the number of outbound calls for the given period while for all other grouping fields the average is taken against the number of outbound calls for the entire report period This statistic is not effected by whether the report is calculated By Trunk or By Device Avg Lost Rate The average number of lost calls When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of lost calls that alerted the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of lost calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of lost calls that were received from the corresponding caller s telephone number The average is taken as the number of lost calls divided by the Call Rate Period option which defaults to 30 minutes When grouping the report by time of day the average is taken against the number of lost calls for the given period while for all other grouping fields the average is taken against the number of lost calls fo
208. me CVGW To check access to this folder click the Start Menu select Run and then enter the folder name if the Gateway is running on CTISERVER 01 you would type CTISERVER 01 CVGW This should open the Gateway folder in Explorer If you can pass both of these tests then your network configuration should be correct for Wizard to connect to Gateway If you failed to pass the tests further information is required to help remedy the problem Enabling Name Resolution If you could not resolve the name of the Callview Gateway then you need to address name resolution issues How this is achieved will depend on your current network configuration Using Native TCP IP Microsoft TCP IP can resolve names using one of several methods depending on your network configuration Typically the name resolution order is HOSTS File DNS WINS Server Broadcast LMHOSTS File Your network administrator should know which of the above resolution mechanisms you are using on your network If name resolution is failing yet the computer can see other computers on the network then the first consideration is that the Gateway is running on a different LAN segment in which case using WINS DNS or a HOSTS file to specify the address of the computer will resolve the issue Failing this it could be that the computer can see the Gateway but not recognise the name If the Gateway s IP address can be pinged successfully with the command li
209. me period as defined by this grouping value against the total number of trunk lines configured on the CTI Server or defined in the filter Total Ring Time The percentage of time that calls spent ringing against the total time that calls were active for for this particular grouped field Total Talk Time The percentage of time that calls spent in the answered state against the total time that calls were active for for this particular grouped field Of Report s Call Total Statistics Of All Calls In The percentage of inbound calls for this particular grouped field against the number of inbound calls for the entire report Of All Calls Out The percentage of outbound calls for this particular grouped field against the number of outbound calls for the entire report Of All Calls Lost The percentage of lost calls for this particular grouped field against the number of lost calls for the entire report Of All Calls In Ans The percentage of inbound answered calls for this particular grouped field against the number of inbound answered calls for the entire report Of All Calls Out Ans The percentage of outbound answered calls for this particular grouped field against the number of outbound answered calls for the entire report Of All Calls In Completed The percentage of inbound calls completed for this particular grouped field against the number of inbound calls completed for the entire report 128 Of All Calls
210. ministrator Checking The Shared Folder Callview Wizard needs to be able to access the Gateway share on the Gateway computer This enables the Wizard to access database files containing the call and agent data If this shared folder is not available then Wizard cannot function correctly Gateway configures the share when it is installed and will display error messages if the share cannot be made For this reason it is unlikely that the share would not exist without the installer knowing To ensure that the share is valid perform the following steps e On Windows 95 98 and ME ensure that Client for Microsoft Networks is listed 1n the Network control panel applet Bb Com Megahertz e On Windows 95 98 and ME ensure that File and Print Sharing is enabled in the Network control panel applet File and Print Sharing e Ensure that the folder where Callview Gateway is installed is shared as CVGW with full access to the necessary users L DN P all meray etn General Deng n ane gue eat eee _ Share ane P ix ec d T Comment Cat ev re em do SEET j HESS Ser JE rn STE a d empfang A Ei Fammerde A SES EH If the shared folder is still not available over the network ensure that both Wizard and Gateway computers are logging on to the network You should also check to see if they can see other computers on the network After this the error is more severe and will need investi
211. mp Pacht the diferent charge bande del pou xim rabaak provider usan whan calcular cal SS L eg Ge N pad t DOR D BA Adon Tue aed Pha t Dudes Pur COAT S9 IM pn T ue uer T haad i Aeskerei CO DOOD A id bag nee You deem Lhasga buck pan an erin viaa zs US Roe NUN NOR N UOR HON D m seen E T DT ET ran ps LL Im ene SDE m wm m ON z LEN LA GNELEN LA EC UL EL LEE ANN RN NR UR RN NR RUN RA GN AN NN RN 3 4 oco 393458 Charge Band List At the top of the dialog is the current list of charge bands detailing the charge band name and the range that the charge band applies to When displaying the time range the times displayed are inclusive Add Button Click this button to add another charge band to the list This button will be disabled if you already have enough charge bands to span one week Clicking this button will display the Charge Bands Dialog Edit Button Select a charge band in the list and then click this button to edit the charge band Clicking this button will display the Charge Bands dialog for the selected charge band Remove Button Select a charge band from the list and then click this button to remove the charge band The charge band is removed immediately If you removed a charge band in error and intend to add it again you will need to reconfigure all destinations on the Dial Codes tab with prices for the charge band 70 Charge Bands Dialog This dialog is used to a
212. n consideration This statistic is not available when grouping by other fields Time In Busy The total time spent in the busy state by this particular grouped field When grouping a report by an extension or age agent nt ID field this statistic is calculated as all the time that the given device spent in the busy state during the report period When grouping a report by the time of day this statistic is calculated as all the time spent in the busy state by all devices during the period being grouped For example if grouping by half hour this statistic will calculate all time spent in the busy state during the half hour period in consideration This statistic is not available when grouping by other fields Time In Wrapup The total time spent in the wrapup state by this particular grouped field When grouping a report by an extension or agent ID field this statistic is calculated as all the time that the given device spent in the wrapup state during the report period When grouping a report by the time of day this statistic 1s calculated as all the time spent in the wrapup state by all devices during the period being grouped For example if grouping by half hour this statistic will calculate all time spent in the wrapup state during the half hour period in consideration This statistic is not available when grouping by other fields Time In Free Wrapup The total time spent in the free wrapup state by this particular grouped f
213. n related to the domain name e g homepages myisp net Port This is the port that the FTP Server is listening for incoming connections The standard port number is 21 so this is configured as the default You should not have a reason to change this unless instructed by your ISP Report Folder It is a good idea to keep each individual site s files in separate folders especially when they are stored on the same web server For this reason it is recommended that you provide a unique folder name on your web server where this site s files will be stored You should only include the name of the report folder in this field and no other folder hierarchy that you may need to navigate to reach this folder since that is specified in In Root Folder In Root Folder It can be quite common that a domain s FTP root does not match the website s root I e when you FTP to your site to upload your files you are not immediately in the correct folder to match the location where the files for www mysite com are stored Web Servers are often configured like this so that files that visitors can see are stored within the website root and other files required by the web server which visitors shouldn t see are stored higher up in the directory structure This field should contain the relative path from the FTP root to where the Report Folder should be placed For example when you FTP to your website to upload files you see 3 folders public passwd and
214. n the CTI Server this statistic will count calls based on the trunk line that the call originated on and only consider the first device that answers the call taking the ring time to be the length of time between the first call originating on the trunk line and first being answered The service levels are user definable within the Options dialog Lost lt X The number of inbound calls that were abandoned within X seconds The statistics are progressively cumulative i e Lost lt 15 seconds includes Lost lt 5 seconds When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of inbound calls that first alerted or last alerted the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound calls that match the corresponding grouping field value e g when grouping by Telephone 125 No the statistic counts the number of inbound calls that were received from made to the corresponding caller s telephone number These statistics are calculated independently of the call segmentation settings on the CTI Server A call is only considered abandoned in the last call segment where the caller chose to end the call rather than the call being diverted due to no answer forwarded or overflowed The service levels are user definable within the Options dialog Max Line
215. ne PING ip address then it is purely a name resolution issue and updating WINS DNS or the HOSTS file should resolve the issue Your network administrator should know how to update these settings If the computer cannot be pinged successfully then the error is more severe and will need investigation by your network administrator Using NetBIOS NetBIOS resolves names in the following order by default NetBIOS name cache WINS Server Broadcast LMHOSTS File Your network administrator should know which of the above resolution mechanisms you are using on your network If name resolution is failing yet the computer can see other computers on the network then the first consideration is that the Gateway is running on a different LAN segment in which case using WINS or an LMHOSTS file to specify the address of the computer will resolve the issue Note NetBEUI a NetBIOS protocol can only function across one LAN segment If you are using NetBEUI as your protocol of choice but have more than one LAN segment then you are very likely to have problems If the Gateway is on the same LAN segment but the computer still cannot be seen over the network you should check network settings of both computers Ensure that they are using the same network protocols and that they are bound to adapters that are connected to the same part of the LAN After this the error is more severe and will need investigation by your network ad
216. ns are configured from within Windows Explorer You should consult your Windows manual or online help for further information on file associations and how to configure them Do not open exported file at all With this option checked the exported file will not be opened once the export has completed Open exported application with this command line With this option checked the command line that you specify will be executed upon export completion Clicking the button will display several common options that will help you construct the command line The menu options are as follows e Browse For Filename Choosing this option will allow you to browse for a file to set as the command line You will probably want to add command line options to whichever file you choose but this is a quick way of getting started rather than typing the command line in e Insert Output Filename Rather than typing the actual filename of the exported file you should choose this option which will insert the Filename placeholder into the command line This placeholder is expanded at export time to be the full path of the file you have chosen to export This allows you to save your command line settings and reuse them for different exports e Insert Output Filename No Extension This option is similar to Output Filename except that it inserts the FilenameNoExt placeholder which expands at export time to be the full path of the file you have chosen to ex
217. nt report allowing you to change the date range applied to the report Alt E Opens the E mail Wizard for the current report Alt F Displays the Filter Menu for the current report allowing you to change the filter applied to the report Alt N Adds a new report displaying the Add Report dialog Alt P Opens the Publish Wizard for the current report Alt V Toggles the current report between list mode and preview mode Alt X Opens the Export Wizard for the current report 146 Report Templates When creating a report you can choose to create a custom report or pre configure your report properties with a report template Several report templates are provided by default and are described here Report License Call List General Standard A call list showing general call information Call List General A O y X Start Time Ans Field 2 Telephone No FRO LRO Ans On User Ans On Fin Dir Call Time Seg 4 17 08 2001 12 24 33 Yes Office Bank amp Partners 01387292942 530 155 155 Agent Position 6 155 In 00 00 04 2 17 08 2001 12 25 09 Yes Direct Communications UK 01387863156 155 155 155 Agent Position6 155 Out 00 00 05 N A 17 08 2001 12 25 20 Yes Scott Foods Agency 01387990349 155 158 155 Agent Position 6 155 Dut 00 00 13 N A 17 08 2001 12 25 25 Yes PBX Computers Agency 01388308665 2541 2541 2541 Quotation Call Ro 2541 In 00 00 19 1 17 08 2001 12 25 45 Yes PBX Computers Agency 01388303665 530 156 156 Agent Position 156 In 00 18 08 2 17 08
218. nts which rang or were answered by the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Additionally ring time is allocated to extensions based upon the device which was last alerted by the call For a collective ringing hunt group call this is the highest numbered extension device of all the group s members For a call balanced hunt group the entire ring time of the call to the hunt group is allocated to the answering extension or the group member which was being alerted when the caller abandoned the corresponding call Avg Abandon Time This statistic shows the average ring time of inbound calls that were ended because the caller abandoned the corresponding call The statistic is calculated by taking the cumulative sum for all of the abandoned call ring time and dividing it by the total number of abandoned calls 130 When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field valu
219. number of changes to the busy N A DND state by all devices during the period being grouped This statistic is not available when grouping by other fields Time Free The percentage of time in the free state against the total time on duty for this particular grouped field Time Busy The percentage of time in the busy state against the total time on duty for this particular grouped field Time Wrapup The percentage of time in the wrapup state against the total time on duty for this particular grouped field Time Free Wrapup The percentage of time in the free wrapup state against the total time on duty for this particular grouped field Time Busy N A DND The percentage of time in the busy N A DND state against the total time on duty for this particular grouped field Full Time Agents When grouping a report by time of day this statistic displays the average number of agents logged in during the particular group field s period by calculating the total time spent on duty across all agents for the group period and dividing by the group period For example a value of 1 indicates that one agent was logged in for the entire period or that one agent was logged in for half the period and another agent logged in for the remaining time If agents logged out or logged in during the period you will more than likely see fractional values e g 1 5 means that one agent was logged in for the entire group period while another
220. o compare the cost of your calls Report Options The remainder of the dialog consists of several miscellaneous report options as follows e Always show the same record groups in the report When displaying a statistic report the report will only display a row of data if it has calculated a statistic for that row or group For example if extensions 200 and 202 have made or received calls today they will both appear in the report but extension 201 which has had no calls will not appear If you tick this option the report will display all rows of data regardless of whether there are any statistics to display When grouping by device the report will use the applied filter to decide which devices to display When grouping by time the report will include all time periods in the given range This can lead to a very large report if you apply this option when summarising statistics for every half hour over 3 months since it will create 48 records a day across 90 days e Keep the first field visible at all times With this option ticked the first field of the report locks itself to the left edge of the report window As you scroll around your report the first field will always be visible e Usea saved copy of the report if the underlying data hasn t changed By default all reports are saved to the report cache and when you choose to open the report again Callview Wizard decides if the report needs to be recalculated or can be read fr
221. om the cache If you uncheck this option the report will always be recalculated and never read from the cache It is not recommended to change this setting e Highlight this report in the Report Manager With this option ticked the report will be displayed with bolder text in the report list for easier identification EJ Calls by Extension Calls by Half Hour f Calls by Telephone Mumber e Colour this report in the Report Manager With this option ticked you can customise the colours that the report list will use to display this report Having selected this option use the Set Colours button to display the Report Colour dialog where you can customise the colours to use Calls by Telephone Number 41 Report Colour Dialog Degut Diii This dialog is used to customise the colours that the report list uses to display a report Text Colour Use the drop down list to choose the colour to draw the text with You can choose Use default for the default list colour to be used Background Colour Use the drop down list to choose the colour to draw the background with You can choose Use default for the default list colour to be used Tip A sample of your choices are displayed in the dialog Try and choose colours that don t clash Note When an item is selected in the report list it will invert the selected colours to indicate selection Display The Call Summary Having opened a call list or statistic report you can
222. on provided by network carriers Additionally carriers can update their tariffs at any time For this reason changes in tariffs or network carrier discounts cannot always be reflected 12 cu Finally if you are going to be using Callview d CA Kettel riick t Srina ia EE i Netlink and you have Internet Information id riel ee E io cagate are te using e tada beka Server or Personal Web Server installed on your computer you can choose to create a P Ra ren se paced on Date Ee Dee Netlink site using default settings This page dn SCH LE BEE will not appear if no local web server could MU RI MID ur emm ae eet 4 S be detected Bett Fodder stats ee pe Ei When you click the Finish button you will connect to your chosen Callview Gateway Command Line Options Callview Wizard supports several command line options that you can pass to it in the Windows shortcut used to launch the application Note Setting the command line options incorrectly could render your installation unusable If you are unsure of what you are doing don t do it contact your system administrator or supervisor to assist you Available command line options are as follows LOAD The LOAD command line option allows you to specify a report file for the application to load instead of the default report file reports cvd The parameter for this option is the filename of the reports to load If this name contains any spaces it should
223. on report is a report designed to display configuration information for the CTI Server e g extension lists or telephone number import lists Agent Configuration Details This section lists the statistics available in a Configuration report containing agents Agent ID The agent ID that is configured in the CTI Server configuration database Description The description of this agent as entered into the CTI Server configuration database 112 Roaming Agent This field displays whether the Roaming Agent flag is entered against the corresponding agent in the CTI Server configuration database This setting is used to indicate whether the corresponding agent is configured as a roaming agent in the configuration of the Lucent INDeX telephone system running software levels 6 x or 7 x For more information related to this setting please refer to the Callview Gateway documentation DDI Configuration Details This section lists the statistics available in a Configuration report containing DDI numbers DDI Digits The DDI digits entered in the CTI Server configuration database DNIS The textual description of the DDI digits entered into the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Routed To The device that this DDI number routes to first alerts For more information related to this setting please refer to the Callview Gateway documentation
224. onment Callview Wizard RT can be used to provide real time call and agent reporting Additionally you can purchase Callview Netlink which is enabled on the Callview Gateway With Netlink enabled on your site all copies of your Callview Wizard software connecting to the Netlink enabled Gateway will be able to schedule reports at periodic intervals as well as publish reports to the Internet License Variants The table below indicates the types of report that can be created by the different licenses of Callview Wizard gt e c Report Standard MIS Call List ACD Status Configuration Lists Telephone Import Statistic Reports By Device By Agent By Hunt Group By Start Time By DDI By Telephone By Account Code By Device First Rang By Agent First Rang By Cost Group By Cost Area By Trunk By Talk Time By Ring Time By Call Time By Call Cost By Field 2 By DDI DNIS By Trunk DNIS mK KKK KK MK KKK MK KKM AKG SSSSXA amp XSSASXSSS amp SSSXSSSSXS OOOO RK KKK K EKA KE AK EKA KK KK New Features Callview Wizard has changed significantly in version 3 0 Below is a summary of the new features that have been added to version 2 x The last column shows which additional features you can gain by purchasing a Callview Netlink license with your Wizard installation Feature Call List reports Reports displaying lists of calls Statistics reports Reports summarising calls by particular values with several statistics
225. oose demo mode you will be given the option of choosing the license level you wish to demo Note Callview Netlink is licensed separately from Callview Wizard and as such you cannot choose whether you consume Netlink licenses or not 100 Choosing A Server Callview Wizard needs to know which server to obtain its data from To be able to use Callview Wizard you must first connect to a server To change the server you are connected to you should click the Network button on the main window toolbar This displays the Network Settings dialog ween E ee Bioneihe roo Wa geu wr Ierger IDEE E sa Hem anii ha protocol args lo connect ta ha Ti Server mm OERE a E Ki L Usa En Aur Configura bution ka ip ard E Ga adoreaticeli set the protocol stings e aeria ui J ad Call Gata DEER d Brent oon ome q fh erp belo o pe sore cae eveellecd IE Vire al iens c RACTISERVE BAS Ji E Diwaos reiese the datebess pah TO Careml ms Protocol You should first choose the appropriate protocol from the drop down list at the top of the dialog This must match the protocol that the Callview Gateway is using Older installations of Callview are more likely to be using NetBIOS while newer installations are more likely to be using TCP IP There is no strict rule and if you are uncertain what protocol your Gateway uses you should consult with your system administrator Server When communicating with TCP
226. or Queue 3 511 Claims Line House Co 512 Claims Line Holiday Inbound Calls by Hunt 331 242 235 32 61 52 ZAllln 32 6 23 8 23 1 9 1 6 0 5 1 0 2 0 1 totT alkT IngWT avgWT avg amp bndT Calls Lost Calls Lost Revr ble Calls Refused 00 00 16 00 00 06 00 00 08 00 00 05 00 00 46 00 00 15 00 00 58 00 00 10 00 00 08 00 00 04 00 00 57 00 00 07 00 00 29 00 00 13 00 01 40 00 00 12 00 00 25 00 00 04 00 00 27 00 00 10 00 00 38 00 00 12 00 01 15 00 00 15 avgT alkT IngwT 01 35 44 00 02 48 00 02 23 02 21 34 00 01 02 00 00 52 00 00 00 00 00 00 00 00 06 00 00 04 00 00 04 00 00 05 00 00 00 00 00 00 00 00 07 00 00 00 00 00 00 00 00 27 00 00 00 00 00 00 00 00 14 00 00 00 00 00 00 00 00 23 00 00 00 00 00 00 00 00 27 00 23 54 00 03 44 00 01 55 totTalkT avgTalkT 03 45 33 00 00 58 06 43 07 00 02 11 05 43 45 00 02 28 01 02 58 00 01 25 01 06 26 00 01 28 01 09 35 00 01 47 00 00 00 00 00 00 00 00 10 00 00 10 E 1016 100 0 19 31 34 00 01 42 00 01 43 00 00 08 00 00 05 261 25 7 e mi Ingw T 00 01 03 00 00 52 00 01 39 00 01 20 00 01 04 00 01 43 00 00 18 00 00 18 avgwT 00 00 13 00 00 02 00 00 06 00 00 05 00 00 07 00 00 13 00 00 14 00 00 20 00 00 27 00 00 18 avgwT 00 00 03 00 00 05 00 00 05 00 00 26 00 00 24 00 00 24 00 00 09 00 00 18 00 00 07 00 00 05 00 00 46 00 00 15 00 00 00 00 00 08 00 00 18 00 00 18 00 00 00 00 00 03 00 00 16 00 00 16 00
227. ort by an extension or agent ID field e g Device Agent etc then the Statistic calculation counts the number of inbound and outbound calls which first alerted last alerted were answered at were finished at or were made by the corresponding extension or agent ID 115 When grouping a report by the other field grouping options the statistics calculation counts the number of inbound or outbound calls which match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound and outbound calls that were received from made to the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statistic is calculated by only considering the number of inbound and outbound calls that passed into or out of the telephone system and won t count segments of the same call that were subsequently transferred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a parti
228. ort took to execute This is the name of the file that the report is currently cached to This is the current size of the cache file in kilobytes If the cache file does not exist this value will display File missing The number of times that this report has been executed The average time taken to execute this report The number of times that this report has been loaded from the cache rather than executed The average time taken to load this report from the cache The number of times that this report has been printed The number of times that this report has been exported e mailed or published The number of times that this report has been edited including change the date range or filter using the appropriate buttons at the top of the report Additionally there are two buttons below the information list as follows Delete Cache File This button can be used to delete the report s cache file from the report cache This may be necessary if a particularly large report is using up space on your hard disk You cannot delete a report s cache file if the report is open or if the cache file is missing Copy This button copies the information to the clipboard for pasting into other applications Filters Overview Of Filters Filters are one of the most powerful features of Callview Wizard You can create filters to only consider calls to certain extensions or groups or that rang for a certain time You can also filter calls based
229. ound calls you will effectively filter out all calls Miscellaneous Tab This tab allows you to configure several other report settings such as how the report appears on screen and which tariff is used when calculating call costs sees Geil Fes ime acelera REN UH B E arando uie mat EH E KR EM Ei pn Sab EE Ryde tt fale E ay E a apen a k iux E v ve aero set eigen ts EE i Ir beste hegyi 53 Er T Mig etc i aber Mamm S ee m r Ch 40 Tariff At the top of the dialog is a drop down list of available tariffs that this report can use to calculate call costs A report can only use one tariff at a time when calculating call costs You can choose a particular tariff for this report to use or select the Use default option When the default option is selected the report will use whichever tariff is currently configured as the default tariff Additionally where you have selected particular trunk lines to use a given tariff calls on these specific trunk lines will use the overriding tariff Note If you override the tariff for a report by choosing a particular tariff from this list then that tariff will be used for all call costs processed by the report ignoring any overriding tariffs on a per trunk basis Note You can use this feature to compare tariffs by duplicating a report and applying a different tariff to the duplicate You then have two copies of the same report with different tariffs for each allowing you t
230. ound Call Cost Specific Standard An outbound call list showing call cost information Call List Outbound Call Cost Specific A D F X Start Time amp nz 17 08 2001 00 07 37 es 1708 2001 00 20 52 es 17 08 2001 00 40 47 es 17 08 2001 02 04 38 res 17 08 2007 05 50 45 res 17 08 2001 06 43 31 res 17 08 2001 06 43 34 es 17 08 2001 06 49 43 res 17 08 2001 06 43 55 res 17 08 2001 06 50 13 es 17 08 2001 06 57 37 res 17 08 2007 02 03 15 res 17 08 2001 08 07 36 res Wam pana OCH acum aca LA Call List Gutbound E Field 2 Jones Electrical Ltd Peterson Telephones Express Gavel Solicitors amp Partners Bridge Telecoms UK New Contact 1 Bates Engineering Inc Mew Contact Micra Telecoms UK ABC Consultants Plc Standard Foods Ple Peterson Computing UK Colt Software UK Anderson Bank Ltd A LI EN h Telephone No 01673768719 01684973912 01708190324 01807386965 077r 42659305 07625128060 07625220504 07625317620 07625515759 07625776517 077981506957 OF 7377116483 00936419392 TA ae eae Berd 153 153 153 154 154 157 154 157 154 154 154 152 153 LB rom User First Hang Agent Position 10 Agent Position 10 Agent Position 4 Agent Position 5 Agent Position 5 Agent Position 8 Agent Position 5 Agent Position 8 Agent Position 5 Agent Position 5 Agent Position 5 Agent Position 3 Agent Position 4 00 13 12 00 05 05 00 07 23 00 08 54 00 02 37 00 00 08 00 00 15 00 00 08 00 00 12 00 00 13
231. p member This statistic is not available when grouping the report by the other field grouping options This statistic requires call segmentation to be enabled on the Callview Gateway otherwise it is always displayed as 0 118 Calls Overflowed The total of number of inbound call segments that alerted a given device but overflowed or recalled to another device on the telephone system When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of overflowed calls where the call was originally alerting the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of overflowed calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of overflowed calls that were received from the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line this statistic will display as O e By Device When calculating statistics by device the call statistic calculation considers every segment of every inbound call that was transferred recalled or diverted to different internal destina
232. port without an extension For example if your export file was called CAMy Export csv this setting would return C My Export This is useful when you are passing the exported file to an application that will convert the file into some other format e nsert Report Name This option will insert the name of the report that is being exported It works in a similar fashion to Output Filename in that it inserts the ReportName placeholder which expands at export time to be the name of the report e Installed Applications The rest of the menu is taken up with applications that the installation program detected on your computer You can choose one of these options to default the command line to start the given application correctly See Opening An Export With An Installed Applications for further information 63 Saved Settings You can choose to save your export settings for use later by entering a name for the settings in the drop down list at the bottom of the dialog Alternatively you can overwrite existing saved settings by picking a setting name from the drop down list The next time that you come to export a report you can choose a set of saved settings to default the Export Wizard making it easier to export your reports to your commonly used settings Finish When you are happy with your settings click the Finish button to export the report using your chosen settings Opening An Export With Installed Applications If you con
233. porting To assist you in the day to day running of Callview Wizard you can import other user s reports call charge data filters as well as previous versions call charges and reports Note It is not recommended to import previous version s reports since this leads to a filter being created for each imported report Due to the many improvements in the latest Wizard users may find it more convenient to recreate their old reports so as to take full advantage of all the new features Starting An Import To start an import choose the Import option from the main menu of the Callview Wizard main window Menu New New Repor eh Options This will display the Import Wizard Choosing Import Type On the first page of the Import Wizard you should choose the type of file that you wish to import from Dem tha ype ol data that pou secu ip import varon 25 Col Change Dista x E im XLI 2 Eb acea and waa HT Flies sar Liners Cat Chose Dats barre egos Choose the import type from the list and click Next to continue Available import options include e Version 2 5 Call Charge Data Use this option to import your call charge data from previous versions CALLCOST DAT file e Version 2 5 Reports Use this option to import your report data from previous versions REPORTS DAT file Note that importing previous version s reports will create an additional filter for each report since previous version s repor
234. puter before Wizard can be used You will be notified of this before the computer is restarted To avoid having to restart your computer shut down all applications before you begin the Wizard installation Configuring Callview Wizard The first time that you run Callview Wizard you will be prompted for configuration information to enable Wizard to operate correctly Configuring ann ma First Wizard will search your network for PPE REN EME GN EE jon E EE available Callview Gateway computers This ee Tepaston malke alae van take from one minute to several minutes GE Once the search is completed a list of CTI Servers will be displayed You should pick one and then click Next If no servers are found you may very well have a network problem which should be looked into before continuing Ee EN You will then need toenter your local and wm Pese ria EE a eeng regional dial codes These can be left blank E dues sent but it is recommended that you complete p these fields to provide the most accurate call cost information possible Your local and regional dial codes can be found in the front Kb og e n of your telephone directory UK installs ARN EE only E ES EEE 22 Mana TET Note Currently regional dial codes do not apply in the United Kingdom since regional call costs have been brought in line with national call costs Note The call costing functionality provided by Callview Wizard is based on limited informati
235. r aui bound calli Picus inbound only Duran E e HUE E i d biu DI Piscinas var Ms LA ES Diet dei ok we M u n i A j Ca rada 7 j qM p KSE We Epo e sl rerum Du Geog a s 1 j d 14 Id Y 1 End d d i All Calls Choose this option to include both inbound and outbound calls in your report Inbound only Choose this option to only include inbound calls in your report Outbound only Choose this option to only include outbound calls in your report Direct Dialled Digits DDD When filtering inbound calls only you can choose to only include calls which rang on a particular DDI line You can choose DDI numbers from the lists by clicking the drop down arrow and then picking the numbers from the list Alternatively you can enter DDI numbers directly into the field When entering these numbers individual numbers should be separated by commas You can also specify a range of numbers using a hyphen When the Callview Gateway is connected to an Inter Tel AX XESS telephone system this column may depict the entire DDI telephone number e g 01234560213 On the Siemens Hicom Office Pro COM the DDI Digits you enter represent the associated Call Number which is specified within the telephone system programming On other telephone system only the significant DDI digits sent by the network provider should be used CLI Received You can filter calls based on
236. r the entire report period This statistic 18 calculated independently of the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device A call is only considered abandoned in the last call segment where the caller chose to end the call rather than the call being diverted due to no answer forwarded or overflowed 143 Avg Answer Rate The percentage of inbound calls that have been answered When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of inbound calls that were answered at the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound answered calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound calls that were received from made to the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statistic is calculated by only considering the number of inbound calls that passed into or out of the telephone system and won t count segments of the same call th
237. rent dial codes Dial codes that use the same charging information can be grouped together rather than entered several times Fearon Cats 4d 3 piloter diia Horna Kops 56 dian E 11m Decker Dags Brdond 1 1 Jin kap Eres Frere T 1 112311 5 Eres 1 poss irka rabm IR Ron CGO MACAO ainm T i d OO OS OO E 1 3 DOOM DONT OUR rk geb 7 LEN 1px WEE inen 3 1 an inm reborn A s 4 0050600142 AS Iria 5 E 1 008110054 i ci E d 1 en ae indo tesboral 7 ERO DICTA Internal d j OORT TT 00400097 Inbernoiori ad da IM d CSS DEED ir 3 a 3 0051 0054 DOGS Iriar breg 10 dot ones Inderal 11 zi 3 E ees zs IN E Ped ob d dd gm Y r mana KE Bee GEL AAA AAA 3 d O HLELELELELE F Uma E A _ A l At the top of the dialog is a list of all currently configured dial codes their associated description and the per minute charges for each charge band for the dial code There is always one default dial code AIl other dialcodes which handles all calls where an appropriate dial code could not be found 71 Add Button Click the Add button to add a new dial code to the list This will display the Call Charge Data dialog for entering the call charges Edit Button Select a dial code from the list and click the Edit button to edit the selected dial code using the Call Charge Data dialog Remove Button Select a dial code from the list and click the Remove button to remove the selected
238. rently on hold or not However in Callview Wizard all reporting is performed on historic calls and so this filter would not apply For this reason this option is disabled in Callview Wizard Trunk Lines You can filter your report based on the trunk line that the call was presented on You can choose trunk lines from the lists by clicking the drop down arrow and then picking the trunks from the list Alternatively you can enter trunks directly into the field When entering these numbers individual trunk lines should be separated by commas You can also specify a range of trunks using a hyphen For example if you entered 700 702 703 you will be filtering trunk lines 700 702 and 703 Last Account Code Entered You can filter on the last account code that was entered against a call Enter your chosen account codes directly into the field When entering the account codes individual codes should be separated by commas You can also specify a range of account codes using a hyphen Additionally you can use wildcards for individual codes Individual codes can also be prefixed with a to only include all account codes except this one 52 For example if you entered 1000 5 900 903 you would be filtering on account codes 1000 900 901 902 903 and any account code that started with a 5 Alternatively if you entered 5 you would only filter on account codes that didn t start with a 5 Callview Client available separately can
239. report TY Apply Filter This button displays a menu of available filters that you can quickly apply to the current report NW Close This button closes the current report When the report information is expanded you will also see the filter applied to the report the date range that the report was run over the time the report was run as well as the number of records and the time it took to run the report The main area of the report window is taken up with displaying the current report Each report has two view modes list mode and preview mode How the window appears is affected by which mode you are in List Mode This is the default mode for a report once it is run In list mode the report is displayed as several items You can select items with the mouse and use the scroll bars to scroll across the entire range of the report Preview Mode In preview mode the report is displayed as it would appear if it were printed You cannot select items and the scroll bars scroll around the current page In either mode you can right click the report to display the report window menu or use the main toolbar buttons to perform further actions on the report Tip You can activate the report window with the F12 key or use Ctrl F12 to activate the report window as well as switching off the report list Double clicking the report caption will also toggle the report list between on and off 30 Report Window Menu Right clicking the repor
240. ring time of the call to the hunt group is allocated to the answering extension or the group member which was being alerted when the caller abandoned the corresponding call 131 Total Talk Time This statistic displays the cumulative talk duration including the on hold duration of all call segments When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which completed at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Total Call Time This statistic displays the cumulative call duration of all call segments When grouping a report by an extension or agent ID field e g Device Agent etc only call segments where the call was ringing or active at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Total Hold Time This statistic displays the cumulative on
241. rint settings for each report add the reports to a print schedule e Export reports This will export the reports to the filenames that you choose when you configure the action On a scheduled export you cannot launch the exported files either with the default application or with a specific command line Having chosen an export report action you must ensure that you click the Configure button to choose options for the export before you can accept the schedule e Publish reports This will publish the reports to the site that you choose when you configure the action Having chosen a publish report action you must ensure that you click the Configure button to choose options for the publishing before you can accept the schedule e E mail reports This will e mail the reports to the addresses that you choose when you configure the action Having chosen an e mail report action you must ensure that you click the Configure button to choose options for e mailing before you can accept the schedule Scheduled Export Wizard When scheduling an export you will need to configure the options for the export This is done using a similar Wizard to the manual Export Wizard Choosing The Export Format When exporting or e mailing you must first choose the format of the files that you will be creating or sending m Chacra the Dem ol Ra pou reach ka age Thir vill aen BOR hoi pa need io config bie on d Tei FE ISO Foris EE
242. rned Lost Calls Call List Invalid Dialled Calls Standard A call list of incorrectly dialled outbound calls An invalid tel no is assumed to be less than 10 digits long but not a local number with an associated call that was not answered Call List Invalid Dialled Calls A Oe Pe NM Call Time 00 00 75 00 00 08 00 00 73 00 00 09 00 00 73 00 00 06 00 00 74 00 00 10 00 00 08 00 00 73 Start Time Telephone No First Hang User First Hang 18 08 2001 01 46 09 0065 18 08 2001 01 48 38 00 18 08 2001 04 55 21 01355 18 08 2001 08 21 03 0150346 18 08 2001 11 35 45 01 18 08 2001 15 00 51 0778 18 08 2001 15 59 37 003877685 18 08 2001 16 37 26 00 18 08 2001 20 05 20 0138 1870872001 23 58 14 01644 Heidi Cooper Heidi Cooper Natalia Puchensk Sabrina Price Amanda Jennesol Theresa Macintas Emily Parsons Emily Parsons Samson Johns Ged Samuels Call List Invalid Dialle Call List Lost Calls Standard A call list for unanswered inbound calls Call List Lost Calls A Dr y X Start Time Field 2 Telephone No FRO User First Rang Ring Time DD DNIS Trunk Seg 17 08 2001 02 35 10 Kudos Systems Inc 01834363834 530 Enquiries Group 1 00 00 03 8004 General Enquiries Rea 94300 2 17 08 2001 03 50 08 Total Telecoms Agency 01905994374 2511 AutoAttendantNi 00 00 06 8000 Main Number Auto Atter 94328 N A 17 08 2001 04 13 38 Active Consultants UK 01963719564 2511 AutoAttendantNi 00 00 20 8000 Main Number Auto tter 94314 N A 17 08
243. roup When calculating call costs Callview Wizard also decides what type of call was made e g local regional mobile etc You can choose to only display particular types of call by choosing the call type from this cost group Duration Tab This tab allows you to filter calls based on the call duration for example only display calls that rang for longer than a given time or where the talk time was below a certain value Pee Nux Bere Capage SCH Weg Gong Gecke Dt Dato Cee J cation Tre 1 l Cal Tiras 1 id Vou cenli bessi on the curent duran d cb E Le A Tie 13 A aae EE H Tak Trs li Dnt id Iudfwe e Dm i l 11 SEH Ee e ness Head ane 1 Un j i i a q i Ring Time Use this option to filter calls based on the time that they spent alerting First choose whether you wish to include calls that rang for longer than a given time gt or less than a given time lt Then specify the duration to compare against Durations can be entered as hh mm ss or as ah bm cs For example 00 00 30 is the same as 30s Talk Time Use this option to filter calls based on the time that they spent in the answered state This includes any time spent on hold as well First choose whether you wish to include calls that were answered for longer than a given time gt or less than a given time lt Then specify the duration to compare against Durations can be entered as h
244. rouped field against the number of unrecognised calls for the entire report Of All Unreturned Lost Calls The percentage of unreturned lost calls for this particular grouped field against the number of unreturned lost calls for the entire report Of All Invalid Dialled Calls The percentage of invalid dialled calls for this particular grouped field against the number of invalid dialled calls for the entire report Of All Recoverable Calls The percentage of recoverable calls for this particular grouped field against the number of recoverable calls for the entire report Of All Calls With CLI The percentage of calls received with CLI for this particular grouped field against the number of calls received with CLI for the entire report Of All Calls Identified The percentage of identified calls for this particular grouped field against the number of identified calls for the entire report Of All DDI Calls The percentage of DDI calls for this particular grouped field against the number of DDI calls for the entire report 129 Of All Cost The percentage of total call cost for this particular grouped field against the total call cost for the entire report Of All Cost In The percentage of total call cost for inbound calls for this particular grouped field against the total call cost for inbound calls for the entire report Of All Cost Out The percentage of total call cost for outbound calls for this particular gro
245. rred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent call traffic at all the corresponding devices 121 e By Device When calculating statistics by device the call statistic calculation considers every segment of every call that was transferred recalled or diverted to different internal destinations within the telephone system Unreturned Lost Calls The number of inbound unanswered calls that have not been subsequently called back nor have they called back in again and been answered When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of unreturned lost calls where the call first alerted the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of calls that match the corresponding grouping field value e g when grouping by Telephone No the s
246. rs For a call balanced hunt group the entire ring time of the call to the hunt group is allocated to the answering extension or the group member which was being alerted when the caller abandoned the corresponding call Total Ring Time This statistic displays the cumulative ring duration of all call segments When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were answered by the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value Call segments that ended because a hunt group call overflowed recalled to another device or call segments which represent a call offered to a hunt group member which was refused by the group member aren t considered in this calculation These types of call segments are ignored so that a call s ring time isn t counted more than once for overflowed recalled or refused calls This statistic is not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Additionally ring time is allocated to extensions based upon the device which was last alerted by the call For a collective ringing hunt group call this is the highest numbered extension device of all the group s members For a call balanced hunt group the entire
247. ry by agent of incorrectly dialled outbound calls An invalid tel no is less than 10 digits long but not a local number with an associated call that was not answered Invalid Dialled Calls by Agent hoe Pe NM AgtFAO Sot Mame First Rang Calls Out Andrew Daniels 0 0 0 0 0 8 0 0 0 0 1 5 0 0 0 0 0 0 0 0 1370 53 3 9 F Invalid Dialed Calls by Penelope Wale James Maceldon Julie Wilson Helen Pegg 13 Tim Adams Mark Willams 3 Joanne Tompkins H OOO Go CH OH CH CH Susan Stone 18 c Agent Spare 10 Service Level by Half Hour ACD An inbound service level summary by half hour period Service Level by Half Hour A Dr Y X ZIn ns Ans lt 5s Ans lt 15s 4ns lt 30s ns lt 60s ns lt 90s nsc2120s ns gt 120s Ans lt 5s Ans lt 15s Ans lt 30s Ans lt 60s Ans lt 90s Ans lt 120s Ans gt 120s 00 30 00 8 100 0 8 8 8 8 8 0 87 5 100 0 100 0 100 0 100 0 100 0 0 0 00 00 02 00 30 00 01 00 00 9 2 22 2 2 2 2 2 2 2 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 01 00 00 01 30 00 6 3 50 0 3 3 3 3 3 3 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 01 30 00 02 00 00 5 2 40 0 2 2 2 2 2 2 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 01 02 00 00 02 30 00 2 1 50 0 1 1 1 1 1 1 0 100 0 100 0 100 0 100 0 100 0 100 0 0 0 00 00 00 02 30 00 03 00 00 18 A 22 2 4 4 4 4 4 4
248. s Unrecognised Calls by Agent Calls Handled Unrecog lt Unrecog Joanne Tompkins SE e Penelope ww allice 11 14 Helen Pegg 10 3 Susan Stone qi 10 3 Agent Spare Ba 10 22 Tim Adams 8 83 Andrew Daniels 3b B 3x Mark williams DU aiz Julie Wilson AB DAS James Maceldon 43 4 7x B47 E Unrecognized Calle b Agents Trunks Requirements by Half Hour and Day A summary by half hour of the trunks and agents required to service the call centre This can be used to plan future staffing and trunk line requirements D fe x Agents Trunks Requirements by Half Hour and Day Start Time Callsin totTalkT avgAngT Trunks Required Agents Required Trunk Busy Time 13 08 2001 13 30 00 14 00 00 12 00 40 26 00 00 07 E 2 Era 13 08 2001 14 00 00 14 30 00 24 03 42 39 00 00 11 15 5 Bx 13 08 2001 14 30 00 15 00 00 13 00 53 24 00 00 07 El 5 bz 13 08 2001 15 00 00 15 30 00 23 00 53 54 00 00 09 Fi 4 Bx 13 08 2001 15 30 00 16 00 00 21 01 53 51 00 00 07 10 a Bx 13 08 2001 16 00 00 16 30 00 14 01 1744 00 00 10 B 3 Bx 13 08 2001 15 30 00 17 00 00 8 001610 00 00 12 4 1 3x 13 08 2001 17 00 00 17 30 00 20 00 43 19 00 00 15 3 3x 13 08 2001 17 30 00 18 00 00 15 01 11 52 00 00 12 B 5 Bx 13 08 2001 18 00 00 18 30 00 E 01 09 01 00 00 09 B i Es 13 08 2001 18 30 00 19 00 00 00 28 45 00 00 09 5 3x Total 3983 3 165 42 52 00 00 08 18 ii 10 e rt Agents Trunks Requir ACD
249. s Additionally you can create a tariff to process inbound call costs for example to deal with premium rate numbers or freephone numbers This enables you to judge the amount of revenue you will earn from your premium rate lines or the amount that your freephone numbers will cost you Note The call costing functionality provided by Callview Wizard is based on limited information provided by network carriers Additionally carriers can update their tariffs at any time For this reason changes in tariffs or network carrier discounts cannot always be reflected The Tariff Manager The Tariff Manager displays a list of all tariffs that you have created or imported You can use the Tariff Manager to create new tariffs edit existing tariffs as well as copying and deleting tariffs The Tariff Manager has the concept of a default tariff which is used by all reports unless you specify differently The default tariff may differ depending on your installation but the default UK tariff is British Telecommunications Ltd Es Press Ctrl T to quickly open the Tariff Manager Tariff Manager General Trunks EE British Te eon see Plc Default S ue x Intemet Tariff EE Remove SeasDelaut E s y 68 Create A New Tariff To create a new tariff open the Tariff Manager and click the Add button The Add Tariff dialog will be displayed to enable you to enter your custom tariff Tip If you ne
250. s Busy When grouping by time of day this statistic calculates the maximum number of busy trunk lines in any one second over the time period that the report is grouped by For example if grouping by half hour this statistic displays the maximum number of busy trunk lines in any one second for the given half hour period Of Call Total Statistics Calls In The percentage of calls in against total calls for this particular grouped field Calls Out The percentage of calls out against total calls for this particular grouped field Calls Lost The percentage of calls lost against total inbound calls for this particular grouped field Calls In Ans The percentage of inbound answered calls agains total inbound calls for this particular grouped field Calls Out Ans The percentage of outbound answered calls against total outbound calls for this particular grouped field Calls In Completed The percentage of inbound calls completed at this device against the total number of inbound calls at this device Calls Out Completed The percentage of outbound calls completed at this device against the number of outbound calls handled by this device Calls Refused The percentage of calls refused against the number of inbound calls for this particular grouped field Calls Overflowed The percentage of calls overflowed against the number of inbound calls for this particular grouped field Short Calls The percentage of short calls
251. s and using chosen column widths When the button is pressed down the default Callview Wizard will resize the columns of the report such that they all fit across the width of the page T HT Ge it pn a SE EE EE o aL EE CR KR Je Hun 05 R P ALE bagel EE Lint When the button is not pressed Callview Wizard will use the column sizes that you have selected in list mode to size the columns on the printed page If there is not enough space on one page to fit all the fields then further pages will be used Font Size You can choose to scale the default font size such that more text can be fitted on one page Unlike zooming scaling the font size will change the number of pages that the report uses zooming scales the size of the page when in preview mode and will have no effect on the final printout or the number of pages that the report uses Exporting E mailing and Publishing Exporting Reports Having processed a report you can then export the report to one of several formats To export a report d a d Click the Export button on the toolbar If the export option is not visible click the drop down arrow on the button and choose the Export menu item Right click the report in the report window and choose Export from the menu Alternatively right click the report in the report list and choose Export from the menu Press Alt X on the keyboard The Export Wizard will be displayed to lead
252. s because they are finishing activities related to the previous call although no call is currently active with the agent The Free Wrap Up agent state is used to indicate that an ACD agent is currently logged in but is finishing activities related to the previous call although the agent would be prepared to handle calls if necessary if there were no other ACD agents in the free state in the same agent hunt group This ACD agent state is not supported on the following telephone systems Siemens Hicom Office Pro COM Inter tel AX XESS Telrad SBS Lucent 420 60N INDeX The Busy N A Busy Not Available ACD agent state is manually used by agents to indicate that they are logged in but are not available for answering calls for a reason other than to do with normal call processing e g starting their computer receiving training etc On the Inter Tel AXXESS telephone system this ACD agent state corresponds to an agent s extension being in DND Do Not Disturb Hunt Group When the corresponding agent is logging in or out of a hunt group this field denotes the hunt group being logged in to or out of by the agent This field is only applicable for CTI Servers connecting to an Inter Tel AX XESS telephone system Configuration Details This section lists the statistics available in various Configuration Reports These statistics can be used to detail information stored in the Callview Gateway configuration databases A configurati
253. se adi cae a beatie v Gite death Espec eras To In the To field enter a semi colon separated list of e mail addresses to send the message to Alternatively click the To button to display your standard address book so that you can pick names to add CC In the CC field enter a semi colon separated list of e mail addresses to cc the message to Alternatively click the CC button to display your standard address book so that you can pick names to add Subject Enter a suitable subject to use for the message Message Enter your message text to include in the message body when sending the e mail Finish When you re content click Finish to accept your changes Remember This is a scheduled e mail so no message will be sent until the schedule fires Scheduled Publish Wizard When scheduling published reports you will need to configure the publishing options This is done using a similar Wizard to the manual Publish Wizard Choosing The Site When you create a publish schedule you will need to choose the site that your reports will be uploaded to Your choice of site will effect where your reports are published the template used to export the reports which affects how they will look and what types of application can access them whether they can be viewed in a web browser or on a mobile phone Publish ru A SZ Tem xs rock fe 4d bukon bo areais anie ge catar Suedel wet yn vm pod 84 You can choo
254. se an existing site from the drop down list or create a new site by clicking the Add button Having chosen your site click Next to continue Choose Filenames You must always choose filenames for your scheduled report files since all reports must be exported to a file format regardless of whether they are being exported e mailed or published x LISS Bia xj S Dham tha herra bo no pad march report bo Thri gu A WEE POE Fieve gt Fe d Cui Liter Call Lic Do MES J ont bes Esera coe Calo by E drecken D i Se 3 Caio Hal Hanar Lir io Hia Loes D UM Cal Lannawpbpllaprcze Cal Sunewp bp Dap DAN The list at the top of the dialog displays the current filenames for the reports that you have chosen to schedule Default filenames are always applied for you If you wish to change any of the filenames simply select the report you wish to change and click the Browse button to search for a more suitable filename If you want to reset the filenames back to the default choices click Set Default Names If you are exporting or publishing your reports this is all you need to configure and can click Finish If you are e mailing your reports you will need to click Next Enabling And Disabling Schedules When you create a schedule it is initially enabled and will fire at the subsequent scheduled fire times There may be occasions where you do not want the schedule to fire for a period To achieve this you need to disable the s
255. segmentation in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Reset Ring Time On Alert Whether this device resets the ring time when a trunk call rings the device as defined by the appropriate setting in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Override Mon Whether Override Device Monitoring is enabled for this device in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation Don t Model Whether the device is marked as modelled or not in the CTI Server configuration database For more information related to this setting please refer to the Callview Gateway documentation 114 Trunk Lines Configuration Details This section lists the statistics available in a Configuration report containing trunk lines Trunk The trunk line that is entered in the CTI Server configuration database Trunk Description The decription for this trunk line as entered in the CTI Server configuration database Line Type The type of trunk line as entered in the CTI Server configuration database Q ing Annmnts Whether this trunk is marked as playing queuing announcements in the CTI Server configuration database For more information related to this setting please refer to the Callview
256. so enter a range of devices by using a hyphen For example entering 1000 1002 1003 would filter calls that were transferred from 1000 1002 or 1003 Transferred To You can filter calls based on where the call was diverted transferred recalled or overflowed to You can click the drop down arrow and pick devices from the list or you can enter in a comma separated list of devices You can also enter a range of devices by using a hyphen For example entering 2500 2502 2503 would filter calls that were transferred to 2500 2502 or 2503 Other Filter Options As well as applying filters to a report you can apply filter options within a report s properties These allow you to perform some simple filtering on the report without having to alter the current filter or create a filter To change the filter options edit your report as normal and then change the filter options on the Filter Tab as you see fit Note If you choose filter options which conflict with your current filter you can effectively filter out all calls For example if you choose the Only process inbound calls filter option and then apply a filter which filters outbound calls you will filter out every call and see nothing in the report Copying A Filter You can copy a filter from the Filter Manager by selecting a filter and then clicking the Copy button When the filter is copied it is given a new name so you can differentiate between the two filters Having copi
257. st edited you need to display the Report Information dialog Wrpart niarainn EE d Ke KA xj Creado ET 14 44 Ed L t E disd TAS 06 24 fe 5 E P 1F sLau Edited ETEA 12281 5 Tart Lai Edd TITENI 12301 Lait Fani i HTA Tei Ak Esrcubon Tasa Frei 13 4 Cacha File dad GET MESS 2 Eria oe Load Tiree Fail Fe H Apa Foi i H Paese A ri zj i E EER D a To display this dialog right click the report in the report window or report list and choose Information from the menu The dialog displays the following information Created The date time when the report was first created Last Edited The date time when the report was last edited This also includes changing the date range or filter using the appropriate buttons at the top of the report Filter Last Edited The date time when the current filter assigned to the report was last edited This will display as Unknown if the All Calls filter is applied since that filter cannot be edited Tariff Last Edited The date time when the current tariff assigned to the report was last edited Last Ran At The date time when the report was last executed or viewed 44 Execution Time ms Cache File Cache File Size Report Executions Average Execution Time ms Report Loads Average Load Time ms Report Prints Report Exports Report Edits If the report is currently open this 1s the time in milliseconds that the rep
258. stic considers the talk time as the time since the call was first answered until the call finally ended Periods where the call alerts because it has transferred to different devices are still considered as the same talk time Max Call Time The maximum call time duration for all answered call segments for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were active at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value With Call Segmentation enabled on the CTI Server this statistic will consider individual call segments call time taking into account periods where the call alerts because it is transferred to different devices With Call Segmentation disabled this statistic considers the call time as the time since the call first alerted until the call finally ended Periods where the call alerts because it has transferred to different devices are still considered as the same call time Min Wait In Time This statistic showing the shortest ring time value contained within any inbound call segment Call segments that ended because a hunt group call overflowed recalled to another device or call segments which represent a call offered to a hunt group member which was refused by it aren t considered in
259. t is grouped by a particular call property such as telephone number or time of day This enables the statistic report to collate similar information together with which to calculate the statistics A statistic report can also be used to calculate agent statistics Examples include Calls by Extension Calls by Half Hour etc 31 ACD Status Report This is a special report used to display the ACD agent status changes in a similar fashion to a call list report Configuration Report This is a report designed to display configuration information for the CTI Server e g extension lists or telephone number import lists When creating a report Wizard decides which type of report you are creating based on either the report template that you choose or the fields that you add to your report Reports can be filtered such that they only consider certain calls e g inbound calls that rang for longer than 30 seconds Reports can also be assigned a tariff to use when calculating call costs When you first start Callview Wizard several default reports are created for you You will be able to achieve a lot just by altering these default reports but you can achieve much more when you start to create your own reports Running A Report You can run a report in one of several ways from the report list m Double click the report with the left mouse button If the report needs running it will be processed from the CTI Server database otherwise it wil
260. t needs to be processed again or whether the data in the cache can be used However you can also choose to view the report straight from the report cache rather than reprocessing the report To do this right click the report in the report list and choose View Saved Report from the menu If your report is not available in the report cache then this option will not be available Tip Refreshing a report will always reprocess the report updating the data in the report cache 32 Note If you cancel a report it is not saved to the report cache and you will not be able to view the report from the report cache Sorting A Report You can sort a report in real time when the report is open in list mode This is achieved by clicking on the field names on the report header py A O ES Sorted fields have an upward pointing arrow to indicate an ascending sort order and a downward pointing arrow to indicated a descending sort order Click the left mouse button once on a field to sort the field ascending Click again to sort the field descending Click a different field to sort by that field ascending If you hold down the Ctrl key at the same time then the first sort will be descending Click the left mouse button while holding down the Shift key to add the selected field to the current sort order With Shift still held down you can continue to click the same field to toggle between ascending and descending sort order You can also hold do
261. t window will display a menu containing the following items Show details Displays the call detail report for the selected call p Copy Copies this report s data to the clipboard for pasting into other applications Refresh Refreshes this report Show summary Displays the call summary report for this report E mail E mails the report as an attachment Publish Publishes the report to the Internet Print Prints the report b E e gp M UU Print Preview Toggles the report between list mode and preview mode Information Displays information on this report Properties Displays the Report Information dialog A Close Closes this report Reports Overview Of Reports A report is the key element within Callview Wizard There are several report types that effect what sort of data the report can display Call List Report A call list report is designed to show a list of calls over a given period of time They display no Statistics instead displaying properties of the given call e g call start time telephone number answering device etc Unreturned Lost Call List Report This is a special type of call list report which only considers calls that called in but weren t answered and have not subsequently called back in and been answered or been called back successfully Statistic Report A statistic report displays various statistics calculated from the calls retrieved for the report A statistic repor
262. t you can currently add to this report Some statistics may not be available depending on the type of report that you have chosen to create or because you are using a particular group field For example most agent statistics will only appear if you have chosen a group field of Device Agent or Start Time Remove Button Having highlighted one or more fields in the field list you can click the Remove button to remove the fields from the list You can always add a removed field again using the Add button Move Up Down Buttons Having highlighted one or more fields in the field list you can click the Move Up or Move Down buttons to move the fields either up or down in the list You cannot move the group field 37 Group By Button This button allows you to choose the group field for the report By choosing a group field you automatically create a statistic report and so any fields that you have currently selected which could not be calculated in the statistic report will be removed DUM Sat When you click the button a menu will appear displaying all soi CH zh SSES Se possible group fields A tick is placed against the current group Stan fre Fest Rang field that the report is using Select the field that you wish to use snare rm Hane nang Certain group fields such as Start Time need extra options so the Group Report By dialog will appear if necessary You can edit the extra options for such group fields by choosing the Edit Curr
263. tatistic counts the number of unreturned lost calls that were received from the corresponding caller s telephone number This statistic is not effected by whether the report is calculated By Trunk or By Device Invalid Dialled Calls The number of outbound calls that have been dialled incorrectly When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of invalid dialled calls where the call was made by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of invalid dialled calls that were made to the corresponding caller s telephone number An invalid dialled call is an outbound unanswered call where the number of digits dialled does not equate to the number of digits in a valid telephone number This statistic is not effected by whether the report is calculated By Trunk or By Device Recoverable Calls The number of abandoned calls which can be recovered i e were received with CLI Caller ID When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of recoverable calls where the call first alerted or last alerted the corresponding extension or agent
264. tbound specific call statistics against individual months Call Summary by Month Outbound O Pe NM Start Time Calls Out lderit tatTalkT avgTalkT totRingl avgldutHinaT Jul 2001 46038 42613 41373 H2 Bx H3 3x 4924048 00 00 44 74 51 17 00 00 05 Total 46038 EAR 41373 92 6 83 83 492 40 48 00 00 41 F451 17 00 00 05 k Call Summary by Man Calls by Half Hour and Day MIS A statistical call summary by half hour period and day Lalls by Half Hour and Day A Ui Fe x Start Time CallsIin llln Calls Out 224llOut totTalkT avgTalkT IngwT avgw T avgluiAngT 15 08 2001 09 00 00 09 30 00 1 22 58 3 9 01 03 03 00 01 06 00 00 36 00 00 10 00 00 07 167 0872001 08 30 00 10 00 00 14 153 23 1 53 00 2322 00 00 56 00 01 13 00 00 22 00 00 09 15 08 2001 10 00 00 10 30 00 JB 3 08 51 34 002430 00 00 30 00 01 45 00 00 15 00 00 08 15 08 2001 10 30 00 11 00 00 13 18x 22 1 54 00 3535 00 01 11 00 00 56 00 00 25 00 00 07 15 08 2001 11 00 00 11 30 00 2 33 26 17 00 5353 00 01 44 000212 00 00 20 00 00 08 15 08 2001 11 30 00 12 00 00 13 26 42 2 0 00 45 11 00 01 01 00 03 03 00 00 29 00 00 06 15 08 2001 12 00 00 12 30 00 SB 3 0 55 37 01 11 03 00 01 34 00 01 02 00 00 13 00 00 10 15 08 2001 12 30 00 13 00 00 14 1 3 B4 DES 0221 27 00 01 51 00 07 00 00 00 19 00 00 08 15 08 2001 13 00 00 13 30 00 3 ETE 166 113 00 44 29 00 00 17 00 01 31 00 00 19 00 00 06 15 08 2001 13 30 00 14 00 00 SB 3
265. telephone system and won t count segments of the same call that were subsequently transferred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent call traffic at all the corresponding devices e By Device When calculating statistics by device the call statistic calculation considers every segment of every inbound call that was transferred recalled or diverted to different internal destinations within the telephone system Avg Out Rate The average number of outbound calls made When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of outbound calls that were made by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of outbound calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the nu
266. tension in the Wizard folder XDT files store your saved export settings and EVT files store the events that occurred during recent exports Note The default location to find these files is the Callview Wizard installation folder However this can be overridden always check that you are backing up the correct files as well as trying a test file restoration to ensure that if anything went wrong you could retrieve your data 14 User Guide Starting Callview Wizard There are several different methods you can use to start Callview Wizard depending on how you have installed it From The Start Menu To start Callview Wizard from the Start Menu click Start followed by Programs and then click the Callview Wizard shortcut in the Callview Wizard group From The Desktop If you chose to install a shortcut to Callview Wizard on the desktop then you can double click the Callview Wizard shortcut on the desktop to launch Callview Wizard From Callview Wizard RT When running Callview Wizard RT you can quickly start Callview Wizard by clicking the Wizard button on RT s toolbar If Wizard is already running then it will be activated rather than reloaded On Startup You can launch Callview Wizard automatically when you log on to your computer This option is selected when installing Callview Wizard Getting Started This section gives an overview of some of the concepts used in Callview Wizard as well as some simple tutorials to help
267. terval of every hour you could enter 1 in the first field and select hours in the second field Alternatively you could enter 60 in the first field and minutes in the second field since 60 minutes 1 hour Only use the time not the date when grouping If you are grouping by Start Time then your groups could potentially include dates as well as times With this option checked Callview Wizard will remove the date part of the Start Time before calculating the group For example a call that occurred at 8 47 on 3rd September would be considered as a call at 8 47 and if the selected interval was every 30 minutes this call would be placed in an interval from 8 30 to 9 00 38 If the option is unchecked both the date and the time will be used when deciding how to group the field In the above example with this option unchecked the call would be placed in an interval for 3rd September for 8 30 to 9 00 Another call at 8 32 on 5th September would be placed in an interval for 5th September for 8 30 to 9 00 Filter Tab oc nc at ras de em e gt mes nary ins Sud Bre ATIS rixrakan Choca Pi Msi er cn einig olm Neuss El E ebe raakana cak kr SEI Fe oabedeezlagzdedeomeeier rt rien H Entes aiara we Wares e ete be LIT EM YOU DH a i Is Mena 5 5 mb Ins procazr bound cali zk CECA omota pbgan i S Ga a orm Aura Lk i le LJ Ori process cali thel sese neta anavertd 1 BO process nuk do turd cot rt BE
268. the Netlink main menu containing the following options e E la eo New Schedule Creates a new report schedule displaying the Add Report Schedule dialog Sites Displays the Sites dialog where you can manage your sites Events Displays the Events dialog where you can view recent events Help Topics Displays help on using Netlink About Displays information about the current version of Netlink Close Closes the Netlink main window 717 Creating A New Schedule You can create a new schedule in one of several ways m Click the New button on the toolbar Or click the Menu button on the toolbar and select New Schedule D Right click the schedule list and select New Schedule from the menu When you choose one of these options the Add Report Schedule dialog will be displayed allowing you to configure your schedule Editing A Schedule You can edit a schedule in one of several ways m Select the schedule to edit 1n the list and then click the Edit button on the toolbar B Right click the schedule to edit in the list and then select the Edit Schedule option from the menu When you choose to edit the schedule the Edit Report Schedule dialog will be displayed for you to edit the schedule s settings The schedule will be inactive while you edit it and will not fire Add Edit Scheduled Report Dialog This dialog is used to create and edit schedules It consists of several tabs of information all of which need
269. the report window Calls fca List All Calls Ef Calls brode a 16 Alternatively you can right click the cursor over the Call List default report and choose the Run option from the menu The report will open and a progress bar will indicate that the report is running After the report has been processed the report contents will be displayed in list mode C4 GS Ro eee es ees Oe ee E Ve Ss Hie M tate Cepen Wett L TER E ez Ano a Eet esr Weard ET E in The report is now open in the report window You can use the scrollbars to move around the report You can also drag the column headers to resize the columns and click on the column headers to change the sort order of the report Eds Ti SEN Shits THAI GC e ges 3i EE 00 35 44 a NEO AA 1222001 296095 Ma METTI Gg 125 Tesi T1720 eT dan MANO Ga OG Ce 3i nr DEBE 32 Tee MAIN ga 15827 Ze AES 25 17 34 ge TUTTI CRT res 3i A e SV ARS ZO ze 3i 2r 293032 Yun Ee mis Fi DITE T LM er MS lesum ll P zs Pr z ze Worten seet P ser hp ls NE oA OS eS A on 1076200 253007 en NAO FE FES Eg SAS 093942 ie aU ARS AA ey TH BITCWWR dE A x H oma Move the cursor over the date range button and click it with the left mouse button A menu of common date ranges will appear Choose yesterday The report will be recalculated for yesterday s calls You can use this to quickly apply different date ranges to a report without having to create several cop
270. the sphere s Calls Out external surface Calculating Statistics by Trunk In this method statistics are calculated by modelling calls on the trunk line that the call was active on This means that transferred calls are ignored when calculating statistics For example a call that rang at group 1000 was answered at extension 210 but then transferred to group 1001 would be considered as one call The best way of visualising this is to imagine a piece of glass cutting through the trunk lines that connect the PBX and the Network Provider Statistics are calculated by considering the calls that have passed through the glass Out Grouping Statistic Statistic reports are grouped by a particular value For example a report grouped by telephone number collates all calls with the same telephone number and calculates statistics against those calls a report grouped by 30 minute intervals collates all calls within the same 30 minute interval and calculates statistics against those calls 105 When you group by device or by agent more than one device or agent could easily have handled the call For example a call that rings 1000 and is answered at 210 statistics at both 1000 and 210 will need to be updated This will mean that if you run a report grouped by device you are likely to see a greater number of total calls than for a report grouped by telephone number This is because the device report is taking into account calls th
271. this calculation These types of call segments are ignored because the following call segment always continues the ring time of the call When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were answered by the given extension or agent are considered When grouping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value This statistic 1s not affected by the Call Segmentation settings in Callview Gateway and as such will not be affected by choosing to filter by trunk or by device Additionally ring time is allocated to extensions based upon the device which was last alerted by the call For a collective ringing hunt group call this is the highest numbered extension device of all the group s members For a call balanced hunt group the entire ring time of the call to the hunt group is allocated to the answering extension or the group member which was being alerted when the caller abandoned the corresponding call Min Ring Out Time A statistic showing the shortest call ring time for all outbound calls for all calls so far today When grouping a report by an extension or agent ID field e g Device Agent etc only call segments which rang or were answered at the given extension or agent are considered When grouping a report by the other field grouping options the statistics calcu
272. time during the given time of day as well as the number of inbound calls Erlang C is used to model multiple servers where an infinite potential supply of customers wait in a single queue until a server is available In this case the servers correspond to agents Trunk Busy Time When grouping a report by time of day this statistic displays the percentage of time that trunk lines were busy against the total number of trunk lines for the given period of the day For example if you have 10 trunk lines and one trunk line is busy for the entire period this statistic displays 10 If the trunk line had only been busy for half of the period the statistic displays 5 The statistic considers the total number of trunk lines as either the number of trunk lines entered into the CTI Server s configuration database or if a filter is applied the number of trunk lines that the are specifically entered into the filter This statistic is not available when grouping by any other field Trunk Busy Minutes When grouping a report by time of day this statistic displays the maximum number of consecutive minutes when all trunk lines were busy for the given period of the day The statistic considers the total number of trunk lines as either the number of trunk lines entered into the CTI Server s configuration database or if a filter is applied the number of trunk lines that the are specifically entered into the filter This statistic is not avai
273. tings dE This button displays the Network Settings dialog allowing you to connect to a different CTI Server The button also displays the current network connection status a Refresh Report Refresh When a report is open this button will refresh the report s data Call Summary Call Summary When viewing a call list report this button will calculate a summary of the displayed calls which will be shown as a separate report Copy When a report is open this button will copy the report s data to the clipboard Copy a Print Preview Mode ELS ISI When a report is open this button will toggle the report from being displayed in list E Print E Export Netlink Wizard RT mode to preview mode and vice versa Print When a report is open this button will print the report to the default printer without prompting the user for further options Export E mail Publish When a report is open this button will open the Export Wizard to enable you to export your report You can also click the arrow next to the button to display a menu of other wizards including e mail and publish wizards The button changes to the last wizard that you used so that you can quickly access it again Netlink This button displays the Callview Netlink menu allowing you to configure your Netlink schedules Wizard RT This button launches Callview Wizard RT If RT is already open it will be activated instead 27 The Report List
274. tions within the telephone system Intra In The number of calls that have been transferred to the given extension or agent This statistic can only be calculated when grouping a report by an extension or agent ID field e g Device Agent etc With Call Segmentation enabled on the CTI Server this statistic will consider all call segments which last rang the given extension or agent which had been transferred from another extension or agent ID With Call Segmentation disabled on the CTI Server this statistic counts all answered calls completed by the given extension or agent where the answering device is different to the completing device and where both answering and completing devices are listed in the General tab of the filter used to calculate the statistic Intra Out The number of calls that have been transferred from the given extension or agent This statistic can only be calculated when grouping a report by an extension or agent ID field e g Device Agent etc With Call Segmentation enabled on the CTI Server this statistic will consider all call segments which were completed by the given extension or agent which were subsequently transferred to another extension or agent ID With Call Segmentation disabled on the CTI Server this statistic counts all calls answered by the given extension or agent where the answering device is different to the completing device and where both answering and completing devices are list
275. to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent call traffic at all the corresponding devices e By Device When calculating statistics by device the call statistic calculation considers every segment of every inbound call that was transferred recalled or diverted to different internal destinations within the telephone system Total Cost The total cost of all call segments whether inbound or outbound A call is charged from the moment it is answered irrespective of whether it is transferred or not except for minimum call charges and setup charges The minimum call charge is applied to answered calls where the call charge did not exceed the minimum and the setup charge is applied to all calls answered or not This statistic is not effected by whether the report is calculated By Trunk or By Device Total Cost In The total cost of all inbound call segments A call is charged from the moment it is answered irrespective of whether it
276. to include in the filter When calculating agent statistics any extensions or agents logged in or logged out depending on which option is selected to the groups mentioned will be included When calculating call statistics groups entered in this field will act as if they had been entered in the Call First Rang At field on the Call Route Tab You can choose items from the lists by clicking the drop down arrow and then picking groups from the list Alternatively you can enter groups directly into the field When entering groups individual groups should be separated by commas You can also specify a range of groups using a hyphen For example if you specify 1000 1002 1004 you will include groups 1000 1001 1002 1004 in the filter Show devices logged in to these groups Check this option if you only want to consider devices or agents that are logged in to the specified hunt groups Show devices not logged in to these groups Check this option if you only want to consider devices or agents that are not logged in to the specified hunt groups Note The ability to filter by Hunt Group is only available on the Inter Tel AXXESS telephone system 49 Direction amp DDI Tab This tab can be used to filter calls based on their direction as well as several other direction related criteria St E 2113 Dugien C Bak j ion TraferedCa 1 Bemad Cofrade ACD Hitos D ecEn EDDIE Cal reckon e e E You can Ties on inbound a
277. ts contained the filter with the report data You may find 1t more appropriate to recreate your reports to take advantage of this Wizard s features 102 e Callview Wizard and Wizard RT Filters Use this option to import version 3 Wizard and Wizard RT filters e Other User s Call Charge Data Use this option to import version 3 Call Charge data CALLCOST CVD file e Other User s Reports Use this option to import version 3 Wizard reports REPORTS CVD file Selecting The File On this page of the Import Wizard you should select the file containing the data that you wish to import Becr he Me dd po hihi dei diis rra p T rete BE ett Darapon de a A ee ee ver If the wizard believes it has located some data of your choice it will default the filename for you but you still have the opportunity to change it Specify the filename that you wish to import from in the field provided or use the button to use a File Open dialog to search for the file When you have chosen your file click the Next button to continue Choosing What To Import On this page of the Import Wizard you should select the data that you wish to import from the file wer hoe ts yt et tae ei IS me A E Se i speret ues TM x caii Lor Lalo Dealer IL Cel Lat hih Cae Coo Spe i il Cal Los Trunk To Trani Cai jarac ut Aig T na oun Be Let t Bs ler Leer KX a W i Ba sette El saa eir ds PTT D is e
278. umber of inbound answered calls that were answered by the given extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound answered calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound calls that were received from the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statistic 1s calculated by only considering the number of inbound calls that passed into or out of the telephone system and won t count segments of the same call that were subsequently transferred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID 144 could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the su
279. uped field against the total call cost for outbound calls for the entire report Of All Answered lt X The percentage of calls answered within X seconds for this particular grouped field against the number of calls answered within X seconds for the entire report Of All Lost lt X The percentage of calls lost within X seconds for this particular grouped field against the number of calls lost within X seconds for the entire report Of All Total Ring Time The percentage of total ring time for this particular grouped field against the total ring time for the entire report Of All Total Talk Time The percentage of total talk time for this particular grouped field against the total talk time for the entire report Of All Total Call Time The percentage of total call time for this particular grouped field against the total call time for the entire report Call Times Statistics Longest Wait In This statistic showing the largest ring time value contained within any inbound call segment Call segments that ended because a hunt group call overflowed recalled to another device or call segments which represent a call offered to a hunt group member which was refused by it aren t considered in this calculation These types of call segments are ignored because the following call segment always continues the ring time of the call When grouping a report by an extension or agent ID field e g Device Agent etc only call segme
280. uping a report by the other field grouping options the statistics calculation considers all calls that match the corresponding grouping field value With Call Segmentation enabled on the CTI Server this statistic will consider individual call segments call time taking into account periods where the call alerts because it is transferred to different devices With Call Segmentation disabled this statistic considers the call time as the time since the call first alerted until the call finally ended Periods where the call alerts because it has transferred to different devices are still considered as the same call time Last Call At The last time that a call started for this particular grouped field Last Call Ended At The last time that a call ended for this particular grouped field 137 Agent Statistics Agent Statistics displays information about the length of time that ACD agents spent in different agent States Agent states referenced by these statistics are Free The Free agent state is used to depict that an ACD agent is currently logged in and able to handle calls In a normal ACD environment the telephone system would only route inbound calls within an agent hunt group to those agents in the free state Busy The Busy agent state is used to indicate that an ACD agent is currently logged in and busy on a call Wrapup The Wrap Up ACD agent state is used to depict that an agent is currently logged in but not available
281. ur reports to the Internet for viewing in a web browser or even on a WAP enabled device Your reports can be viewable no matter where you are E mailing Reports You can now e mail exported reports to your colleagues either automatically or at the touch of a button Note In addition to the on line help the CD ROM contains a Netlink Configuration document which explains different methods of configuring Callview Netlink This should be read by anyone wanting to use Netlink to publish reports Accessing Netlink Netlink is configured from it s own window You can access the Netlink configuration windows by clicking the Netlink button on the main toolbar and choosing the option you require oe Metlink Wizard RT Report Schedules x jm Sikes EN Events e Report Schedules Displays the Netlink main window where you can configure report schedules e Sites Displays the Sites dialog where you can add and edit sites e Events Displays the Events dialog where you can see the results of recent scheduled reports Es You can also access the Netlink main window by pressing the F8 key Note You can perform all Netlink related tasks from the Netlink main window including accessing the Sites and Events dialogs 75 Netlink Main Window The Netlink Main Window is where you can configure your report schedules TETTE RESET E ag dir eie SES Dal En Won EE Moe Hp DELE Falc Lcd vs en ES ee O Sherk hate H
282. uter with Windows Explorer Check that your network cable is plugged in and your computer switched on Remote Web Server Options The Web Server tab will require the following configuration when you choose to upload your reports to a site on a remote network or where the system administrator has provided you with FTP access to the local web server Ee web enel Locator e Vries e horis ocellis oi kaegek IT Sia e heetedon ha inca armas rii reca F Sia m heched remncisis eg 15 eb ra Dose Ire tes deisi ol hema do ord fer is paca lai fe conkgunabon bs cheng the Tert bliin FTP Sate e resge cor Pat Fr Fast Foie FER du Di Linear tette Peut Lig Har Taif bate la acne fe obt lte rta lab sad io prepees hs le Io I L Carcal Hain 91 FTP Site This is the host name of the FTP Server where the files will be uploaded to If you are uploading via FTP to a local server this name is most likely the name of the computer e g SERVERI FLEETRUN 27 etc If you are uploading via FTP to a remotely hosted server this should be the fully qualified domain name The actual name of the host will depend on your provider Assuming your website is www mysite com your FTP host name could be one of the following e www mysite com e ftp mysite com e mysite com If in doubt you should check with your system administrator or ISP The list above is non exhaustive some ISPs use settings which are not eve
283. was transferred or ended With Call Segmentation disabled on the CTI Server this is the very last device that completed the call irrespective of whether the call was transferred or not User First Rang The description of the device where this call segment first alerted as defined by the CTI Server configuration database User Last Rang The description of the device where this call segment last alerted at as defined by the CTI Server configuration database User Ans On The description of the device where this call segment was answered at as defined by the CTI Server configuration database Agt First Rang The agent where this call segment first alerted at or blank if the call segment first alerted a non ACD agent With Call Segmentation enabled on the CTI Server this will be agent where the call first started ringing in the current call segment With Call Segmentation disabled on the CTI Server this will be very first agent where the call started ringing Agt Last Rang The agent where this call segment last alerted at or blank if the call segment last alerted a non ACD agent With Call Segmentation enabled on the CTI Server this will be the agent where the call last alerted in the current call segment With Call Segmentation disabled on the CTI Server this will be the last agent that the call alerted before it was first answered Agt Ans On The agent where this call segment was answered at or blank if the call segment
284. when it ended LalDstalTzrCalimt 2 7 Q X Ce MES n wn EU i usus Se Ge SS SE SAU jL Sai m page boh AE rae Decanpkan Va G Dsg Tee Cung Trurd 3415 moche ke LU BAM ia kha Humise ELI Rasal EA DI iri cart asa Di keene Digi ioe Talaphana Ho iri ruri ea Fickl 7 Hare Corte H kosmgt Ends fare Cal nd Cal Coil Enc LaH ben E hrs Sat h Ka C Tires TER Talk Tor poe n Ring Tice mem Hoki Tee EH To display the call detail window you can either double click the call in the report window or right click the call and select Show Details Having displayed a call detail report you can use it just like any other report by printing it exporting it or switching to print preview mode If the report changes that the call summary is based on the call detail report will automatically update to reflect those changes The top of the call detail report has an additional toolbar I4 4 Segment 2 gt NM The toolbar buttons have the following actions 14 Jumps to the first call segment for this call 1 e when the call started d Jumps to the previous call segment for this call b Jumps to the next call segment for this call kl Jumps to the last call segment for this call Le when the call ended Note You can only browse the call segments of a call in the call detail report if the Callview Gateway has call segmentation enabled Copying A Report s Data Having run a report you can
285. why it is a good idea for each site to be published to its own folder even when published to the same server Ready To Publish Finally you re ready to publish Publish Wood m Gegaisteg Youur dyte puch tha reps i fe can eh sir yas ho rtu ta aint rt MPO PEE T HE aq 1 n yl ES nici Don t 5s la rel see E You can choose to save your publish settings for use later by entering a name for the settings in the drop down list at the bottom of the dialog Alternatively you can overwrite existing saved settings by picking a setting name from the drop down list The next time that you come to publish a report you can choose a set of saved settings to default the Publish Wizard making it easier to publish your reports to your commonly used settings When you re ready click the Finish button and your reports will be converted to HTML or WML and then published to your web site If you have an external web site you will need to ensure that you can connect to the Internet via your local area network or that your modem is configured for automatically dialling the Internet with your appropriate configuration 67 Tariffs Overview Of Tariffs A tariff provides Callview Wizard with call charge information for a particular network carrier Unlike previous versions of Callview Wizard the latest version has support for multiple tariffs You can choose which tariff is associated with a report so that different reports can use different tariff
286. will be used elsewhere in Callview Wizard to enable you to select tariffs and so should be something meaningful to identify this tariff Default Call Setup Charge This is the default charge applied to a call regardless of how long the call lasted for The default charge is only applied if the particular call destination does not have its own call setup charge Many network providers only apply setup charges for certain call types e g service based calls and so this value will normally be 0 The value is measured in your default currency unit e g in the UK in the US Default Minimum Call Charge This is the default minimum charge that will be applied to a call Any call cost below this value will be charged this value instead The default charge is only applied if the particular call destination does not have its own minimum call charge This value is measured in your default currency unit e g in the UK in the US 69 Default Discount This is the default discount that will be applied to a call The default discount is only applied if the particular call destination does not have its own discount level Discounts are applied to the call cost at the end of the call cost calculation Charge Bands Tab This tab allows you to specify the different charge bands used by this tariff You must specify an entire week s worth of charge bands without any gaps rtm tarii 0 0 5 ad Bend Chage Bands Discodes o
287. wish to change from the list available then click the Change To button and select the tariff to assign to the trunk line If you wish to revert the trunk line to using the default tariff select Use Default instead Tip If you want to assign several trunk lines to the same tariff then you can select several trunk lines at the same time either by dragging around the trunk lines to include or by holding down the Ctrl key while you make your selection How Call Cost Is Calculated When Callview Wizard calculates the cost for a particular call it first takes the telephone number and attempts to match this to a dial code within the list of dial codes for the tariff associated with the current report If the current report is using the default tariff Wizard will check if the trunk line that the call was presented on is listed as an assigned trunk line see Assigning Tariffs To Trunk Lines and if so will use the assigned tariff rather than the default If the dial code cannot be found in the tariff then the All other codes charges are used Immediately the cost of the call is set to the dial code s call setup charge if defined otherwise the tariffs default call setup charge is used instead The default setup charge is only ever applied to the first call segment Callview Wizard then breaks down the answered duration of the call into the different charge bands and applies the per minute charge for this dial code to each charge band
288. wn the Ctrl key when clicking a field to make the first sort descending Note You can also change the sort order from the report properties Applying A Date Range There are two ways of applying a date range to a report Via Report Properties From the Date Time page of the report properties you can specify several date related criteria to apply to your report You should use this option if you have a complex date criteria to apply e g working hours for March weekdays only Date Range Button Clicking the Date Range button on the toolbar of a report in the report wndow will display a short list of common date ranges including today yesterday this week this month that you can quickly apply to your report Alternatively you can choose Custom which will display the Date Time page of the report properties to allow you to enter complex date criteria Es Pressing Alt D will quickly display the Date Range Button menu for the active report Tip If you have certain reports that you are regularly choosing different date ranges for edit the report s properties so that the date range is Choose range at run time With this option selected you are prompted for the date range to run the report for every time that you run the report Applying A Filter There are two ways of applying a filter to a report Via Report Properties From the Filter page of the report properties you can choose a filter to apply to your report Additiona
289. xtension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound identified calls that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound calls that were received from made to the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statistic is calculated by only considering the number of inbound calls that passed into or out of the telephone system and won t count segments of the same call that were subsequently transferred recalled or diverted to different internal destinations within the telephone system Note however that when grouping a report by an extension or agent ID field e g Device Agent etc and the Call Segmentation feature is currently enabled then this call statistic is always calculated by device see below This is because a particular extension or agent ID could process a call which had been transferred several times within the telephone system and only counting the first segment of these types call e g calculating by trunk wouldn t consider the subsequent call traffic at all the corresponding devices e B
290. y inbound call that was transferred recalled or diverted to different internal destinations within the telephone system When call segmentation is not enabled on the CTI Server this statistic only considers the very last device that completed the answered call before it ended before either party ended the call Calls Out Completed When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of outbound calls that were completed by the corresponding extension or agent ID This statistic is not available when grouping the report by the other field grouping options When call segmentation is enabled on the CTI Server this statistic considers every segment of every outbound call within the telephone system When call segmentation is not enabled on the CTI Server this statistic only considers the very last device that completed the answered call before either party ended the call Calls Refused When grouping a report by an extension or agent ID field e g Device Agent etc then the statistic calculation counts the number of inbound calls that were refused by the corresponding extension or agent ID A refused call is a call that is offered to an ACD agent or extension within an ACD group with call balancing enabled that alerts the given device for longer than the ACD group s No Answer Advance time thereby causing the call to be presented to another ACD grou
291. y Device When calculating statistics by device the call statistic calculation considers every segment of every inbound call that was transferred recalled or diverted to different internal destinations within the telephone system 123 DDI Calls The total of number of inbound calls received on a DDI line When grouping a report by an extension or agent ID field e g Device Agent etc then the Statistic calculation counts the number of inbound calls received on a DDI line that first alerted last alerted were answered at were finished at or were made by the corresponding extension or agent ID When grouping a report by the other field grouping options the statistics calculation counts the number of inbound calls received on a DDI lines that match the corresponding grouping field value e g when grouping by Telephone No the statistic counts the number of inbound calls that were received from made to the corresponding caller s telephone number However the statistic s calculation is also effected by whether the corresponding report is being calculated By Trunk or By Device as follows e By Trunk Or When The Call Segmentation Feature Isn t Being Used When calculating statistics by trunk line the call statistic is calculated by only considering the number of inbound calls that passed into or out of the telephone system and won t count segments of the same call that were subsequently transferred recalled or diverted
292. y cost group You can create one cost group for each of the default cost groups Local Calls Regional Calls and AII other calls These use the dial codes specified on the Call Costing tab of the Options dialog 72 You can create as many cost groups as required for the non default cost groups where you then must specify the dial codes that relate to that particular cost group and charging structure Default Call Setup Charge This is the charge that will be applied for connecting the call If you want to use the call charge associated with the tariff specified on the General Tab then you can leave this field as blank or as Use default If you enter a value in this field the tariffs default call setup charge will not be used Default Minimum Call Charge This is the minimum cost that a call to this destination can be If the cost of the call is less than this value the cost of the call is increased to equal this value If you want to use the minimum call charge associated with the tariff specified on the General Tab then you can leave this field blank or as Use default If you enter a value in this field the tariff s default minimum call charge will not be used Default Discount This is the discount that will be applied to calls for this dial code The discount is applied after all other charges have been taken into account If you want to use the discount associated with the tariff specified on the General Tab
293. y information Reports can also be restricted to use only certain call or agent information based on various criteria such as telephone number extension time call cost etc Additionally Callview Wizard also features the Callview Wizard RT and Callview Netlink modules Wizard RT provides real time call and agent information on your desktop to compliment the historical reports that Wizard provides Netlink enables you to publish your reports to the Internet as well as provided scheduled and batched reporting e Support Services If you have a question about Callview Wizard first look in the user guide or online help Should you wish to contact someone for support please contact the designated on site System Manager and if this does not resolve the difficulty contact your Supplier e Using Help Callview Wizard Help is a complete online reference tool that you can use at any time Help 1s especially useful should you require information quickly or when the manual is not available When the Callview Wizard application is the active application on your desktop you can view the Help window by pressing F1 Alternatively you can use the Help button on various windows Tip To learn how to use help consult your Windows user manual Overview Of Callview Wizard Callview Wizard is an historical reporting tool enabling you to run reports on call and agent activity that is stored within a database on the CTI Server Reports can be created to d
294. y this week Sens Freporios REEL Bene Daez Tire ret me eege QU Mop dim Fere Sraic ce to E nd De uou f Eve Srze Tine to E nd Tine i GH ARAE AN Hun Tee seme P wei u m nu nal a dai unu x7 7 aa od w wm ee ee ee a mun un ann Ze sin usscslhocim mes vetus CE ab e oi CD We Now untick the Saturday and Sunday checkboxes in the Weekdays area we don t want to consider calls at the weekend in our report Having changed the date range let s change the fields that are displayed Select the Fields tab In the list of fields notice that the Telephone No field is in blue to indicate that we re grouping by this field It also has a 1 after it to show that we re sorting by this field and the button next to the field shows that we re sorting in ascending order Sepsrt Frepertion nro ud Ec Das Tee mim epes E eee atb Belda ado de nnd tg Me Zei reple on ha pari EE fol evedeble pou Weg need in change fhe weart 20 Click the Add button This displays a list of fields that we can add to this report Choose the of Call Totals menu followed by the Calls Out Ans This will show the percentage of calls answered for a given telephone number in the report Call Totals ri of Call Totals d calm ic ce S E ER ED s Call Totals Az A Calls Qut SE Call a a ake ies Calls Lost SE us um Calle In Ans Cal Rate Statistics i Ans Calls Quek Ans eu ES Cverflowed The statistic is added to the
295. you through the report export process 58 Export Wizard When you choose to export a report the Export Wizard will display This will walk you through the process of exporting your report to your chosen format Using Stored Settings The first page of the Export Wizard allows you to initialise the Wizard with saved settings from a previous export If you have never exported before you won t have any saved settings This is a quick way of initialising the wizard with common settings that you want to use several times Report Firer ww Wem Eroe emd tren nt rigged eae ating o rt testo por Men er E te bh sc Ponlo nea eed The drop down list displays all the settings that have been saved on this computer Choose the setting that you require and click Next Note The setting names are chosen by the user when they get to the end of the Wizard If you choose bad names then it will be harder to identify which settings to load on this page Choosing The Export Format This page of the Export Wizard allows you to choose the type of file that you wish to export to Report Firer JE E b ag Ex Imm heu FOE Pg may aed prada DOC Pg Web Pags HTML AF quw P Pays Para In the top of the wizard you should choose the type of file that you wish to export to Available options are e Text File CSV Format Outputs the report to a CSV Comma Separated Value file Such files can be read by Notepad Microsoft Exc
296. ys choose Version 2 5 Reports from the list of options then click Next RA MN TERR T pias WEEN ond eae AT Fibers Diner as Cal hage Das I A El cers Enter the filename that you wish to import from Callview Wizard will attempt to default this file for you Click EE Next SES e e gn ER The list of reports will be read in from the file Place a tick next to the reports that you want to import If you tick a report and later decide to not import it simply tick the report again to clear the tick You can click the Select All button if you want to import all reports If you already have some reports configured you may wish to check Do not import entries which already exist to not import reports that already exist When you click Next the reports are imported After the reports have been imported a list will appear detailing the outcome of the import 1g apos Tal Dad By Del oan nei epee breck rein Papa adl Dens Ex bd ect E parre Call reported DE 24 Imported reports are created under a Legacy Reports category For each report that is imported a filter is created for that report For this reason you may find it more convenient to create reports from scratch Import Tariffs When upgrading from previous versions you may want to import your existing call charge information from the previous version of software Callview Wizard Click the Menu button on the toolbar
297. ystems it will display zero The Inter Tel AXXESS telephone system supports multiple static non roaming extension logins and this statistic is the cumulative number of times an extension has logged into different ACD hunt groups without using an agent ID Agent Login Count The number of times that this agent has logged in to an ACD group 111 This statistic displays a value of 1 if an agent ID has logged into the corresponding extension device and 0 if no agent ID is logged in at all However on the Inter Tel AX XESS the telephone system supports the logging in of an agent ID into multiple ACD hunt groups at the same extension device On the Inter Tel AX XESS telephone system this statistic is the cumulative number of times an agent ID has logged into different ACD hunt groups at the corresponding extension device Agent Status The current status of the corresponding agent This can be one of Logged Out Free Busy Wrapup Free Wrapup or Busy N A The Free agent state is used to depict that an ACD agent is currently logged in and able to handle calls In a normal ACD environment the telephone system would only route inbound calls within an agent hunt group to those agents in the free state The Busy agent state is used to indicate that an ACD agent is currently logged in and busy on a call The Wrap Up ACD agent state is used to depict that an agent is currently logged in but not available for answering call

Download Pdf Manuals

Related Search

Related Contents

Tyan Tempest i5100X (S5375)  取扱説明書 - 三菱電機  Harbor Freight Tools 92174 User's Manual  Operator`s Manual Introduction  ASUS T8469 User's Manual  Transferir  819-0289_P-237-HIres  vous présente sa gamme corps  

Copyright © All rights reserved. Failed to retrieve file