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Electra Elite IPK II Elite CallAnalyst User Guide

1. Line amp Extension Line usage by hour of day by day of week C Route amp Tenant Line usage by minute of day by day of week Account Codes Frequency amp Curation Trunk Type amp Carrier C Geographic Others Report Options IPs Costing I Toll Free Calls I Toll Calls M View Cost Report Create a report with records which match the following descriptions Inbound and outbound call records which took place on All dates by Custom Group at Site 1 Select the type of report that you want to generate from the Report Category list in the top left side of the CallAnalyst Reports window CallAnalyst has a set of reports for each report category Select the report that you want to generate from the list of reports available in the top right side of the CallAnalyst Reports window Select the types of calls that you want to include in the report Toll free calls include calls to your local area code as well as those area codes such as 800 which are defined during installation To see if you have these configured correctly see the section on CDM setup Toll Calls include domestic calls outside of your area code in the report Choose between Call Costing and IP that is the report can include call costing based on the Rate Table unless it includes voice over IP calls Specify which call records will be used in the report by clicking on the Criteria button By default CallAnalyst gener
2. one 4rea Code Pretix Lists Duration Secs Costi Per Call Initial Time Slot i lo Percent Modify Progressive Slots h lo surcharge Discount lo Select Call Costing Plan r Rate Adjustments Per Report Piana o Description cEnter a description here gt Percent Modify lo Surcharge Discountf lo Tax Adjustments Description Percent Modity Surcharge Discount lt Enter a description here gt fo lo Specify any rate adjustments In addition to the basic phone charges you can also add a specified fee or percentage rate onto either each call by zone or each report For example hotels typically add a per call surcharge for all outgoing calls If you want to specify a single surcharge or percentage on an entire report CallAnalyst requests a one line description that will appear in the report Patla Percent Modify i T Surcharge D iscount j5 Rate Adjustments Per Report Description kE nter a description here gt Percent Modify lo Surcharge Discourt ln Specify any tax adjustment Like the rate adjustment CallAnalyst can add a tax adjust the total on the report by surcharge or percentage CallAnalyst shows this amount as a tax and requests a one line description to include in the report Oo Tak Adjustments Description Percent Modify Surcharge Discount kE nter a description here gt lo lo Save the rate plans by clicking on the Save button in the Rate Plan Setup windo
3. Exit the Restore Call Records tool by clicking on the Close button in the Restore Call Records window Automating Call Record Archival CallAnalyst allows you to automate the Archive process generating the archive file at pre determined intervals To setup automatic archival of your call records follow these steps Display the Archive Call Records Automation Setup window by selecting the Setup Archival Automation menu item from the main CallAnalyst window O Ei Archive Call Records Automation Setup _ Fl x Archive call records which match the following description pee and outbound call records which took place today The Options Transfer Frotocol Remove data from Database Compress data i E mail t FIP C None Scheduling Options E mail f By Day i Bu Date Ta By Day Mail Client Information Profile OF Account amp Fassword Day of the Week Profile Week of the Month AcCOUNE Password Time of the Day 12 00 00 AK Local Directory oOo Browse Save Automation Enabled Add Delete Rename E es chedule If the description at the top of the window does not specify the exact set of call records that you want to archive you may change the selection criteria by clicking the Criteria button Specify the following archive Options If you want to remove the call records that are included in the archive from the call record da
4. Cancel After providing correct parameters compact amp repair automation will be successfully scheduled A Schedule Compact Repair Task Wizard x You have successtully schedule the following task ca_traffic Windows will pertorn this task ALOS 175 PM on day 1 of every month starting 1 24 2005 Click Finizh to add this task to your window scheduler Note For scheduling compact amp repair automation two or more automation profiles should not be scheduled at the same time Installing Elite CallAnalyst To install the CallAnalyst system on your PC follow these steps AAR WN Browse the readme file Connect your Phone system to your Computer Install the CallAnalyst Software Start CallAnalyst Configure local area codes if necessary Configure the Secure Login if desired Readme File Even though we make every effort to keep the documentation up to date there might still be a few last minute items which did not make it into the documentation at the time of release We have created a Readme txt file for such information which you can view with Notepad or the word processing program of your preference You can quickly find this file by going to your Desktop and clicking Start Programs NEC CallAnalyst Elite CallAnalyst Readme The procedure described on this page is for new installations of CallAnalyst If you are upgrading CallAnalyst from a previous version you should use the upgra
5. Duration for which maximum number of circuits used Shows the total duration during which the maximum circuits are utilized Detail Shows the various times slots at which the circuit utilization is at the maximum What If Section Traffic Analysis computes the Call Success Rate for the given number of circuits in the selected period of time Lesser value for Call Success Rate can indicate that some of the calls get missed A higher value can indicate that existing circuits are underutilized What If analysis uses the Erlang B model to calculate the corresponding Circuits or the Call Success Rate when one of the them is changed This section would be enabled on choosing minimum of 5 days data for analysis with All Calls being checked It will be enabled after the call distribution is plotted on clicking the Execute button While doing What If analysis only one parameter among Circuits or the Call Success Rate can be changed Check on the radio button to select the parameter to be changed After setting a value for Say circuits click on Apply The corresponding value for Call Success Rate will be displayed The call distribution will also vary to display the new pattern of calls WHAT IF Glossary ANI Automatic Number Identification service is a service that provides the BN or billing number of a party that calls This information can identify the caller and all pertinent information associated with them CallerID Information abo
6. All calle Ga Bs BE a Group Peak Circuit Ltilization By Time Total circuit to this group is 5 and Call Success Rate 959 7529 100 50 e ze Sa ars A WE outbound BOS a E Percentage Utilization Inbound 01 0104 10 10 00 An 01 0704 10 30 00 An 01 01 04 10 50 00 An 0140704 10 20 00 Ah 01701 104 10 40 00 AM 01701 904 11 00 00 Ar Date and Time Detali lt jjpRDP WY AATF Total number of inbound calls Tz ff Circuits Total number of outbound calls 0 Maimun number of circuits utilized as Duration for which the masini number of circuits used 00 01 00 Detail Close Setting Criteria for Traffic Analysis Traffic can be analyzed using various date intervals and time slots Appropriate criteria have to be set in the following window Criteria Start Date jar e0104 End Date o 0104 Circuit Group Finance a Start Time 10 00 00 AM H End Time 11 00 00 AM z Time Slot 5 Minutes oO Start Date Time Inbound Outbound f Allcalls Start date and time from where call data will be analyzed The following issues needs to be considered while setting the start date e Start date should not be less than a day compared to the date of the first call in the database e Start Date time should be always greater than the End Date time e Difference between start date and end date should be less than on equal to 2 months End Date Time The end da
7. Compact Automation Setup option A Schedule Compact Repair Task Wizard i E x This wizard helps you schedule compact and repair of database You select the database you want to compact and repair and then schedule it for a convenient time Click Nest to continue Cancel Using Compact amp Repair automation option user can schedule database compression amp repair E Schedule Compact Repair Task Wizard l B xj Select the database you want to compact and repair C Program Files T riviumsca traffic mdb C Program Files T rviurvca_dpak mdb C Program Files Trrviurovca_ set mdb C Program Files T viunca_ user mdb lt Back Hent gt Cancel Compact repair automation can be scheduled on Daily Weekly Monthly One time only When computer starts When user logs in basis E Schedule Compact Repair Task Wizard 7 E Type a name for this task The task name can be the same as database name ca_tratfic Fertorm this task f Daily f Weekly i One time only C When my computer starts When log on lt Back Next gt Cancel To schedule Compact repair automation user has to provide login parameters pa Schedule Compact Repair Task Wizard E X Enter the name and password of a user The task will be run as if it were started by that user Enter the username 5 TERACTION trajeevhk Enter the password Jee Confirm password fo Back Mest
8. When running the report the user is prompted for the cutoff time in seconds and this time is used to detail how many calls were abandoned This is useful in determining if the routing of calls needs to be adjusted to avoid abandoned calls Note that in the Criteria window the duration fields are in minutes E g if the maximum duration desired is six seconds then 0 1 should be entered into the Maximum field Call Ring Duration by Day not available in NEC Elite CallAnalyst This shows how many times the phone rang before an agent picked up the line This report will help determine if callers are handled in a timely fashion In addition this report can show call traffic incorrectly sent to vacant extensions Detailed Calling by Trunk Types by Time of Day Report Category Trunk Type amp Carrier This breaks down trunk time usage in 15 minute increments starting at 8 A M and gives daily totals of the phone usage time on that trunk If for example a company were to lease time on trunks this report would indicate the necessity for additional trunks during certain hours of the day Monitoring trunk activity is useful in determining a company s trunk line usage and which trunks are used the most The report Graph Summary Calling by Trunk Types Report Category Trunk Type amp Carrier gives a graphical representation of the different trunk types and the amount of calls each trunk takes Summary of Calls by Carrier by Day Report Ca
9. r R 7 ag Devel it Pone lle ane Harvy Z A Eric Gartner DE ANDF Corp a ok Finance aisi __ Brier amp Paterson z Henr Fert Stan Crory z H E Iv Chaplin 5 ini Kelly Dane 45 BS ANDF Corp i Bi Brier amp Paterson p Stan Crary ce ee od iI we Marketing eke E Sales Mew Group New Department Refresh View lt Assign Accounts New Account If you do not see the Master Account Code List on the right side select the Accounts tab on the rightmost corner of the Selector dialog box This displays the Selector dialog box shown above Click on the New Account button in the bottom right corner of the Selector dialog box Enter the Account Name and Account Number and click OK To delete an account code from the Master Account Code List follow these steps Display the Selector dialog box by selecting the Edit Department Groups menu item from the main CallAnalyst window If you do not see the Master Account Code List on the right side select the Accounts tab on the rightmost corner of the Selector dialog box This displays the Selector dialog box shown above Select one or more account codes from the right hand side of the Selector dialog box by clicking on the grey button on the left side of the Account field This Should highlight the entire row Remove the highlighted account code from the Master Account Code List by pressing the Delete key and clickin
10. CallAnalyst uses the Caller ID information for the Line Name For Outbound calls Displays a blank field unless you associated the outbound phone number with a specific contact It picks up the name information from the contact record Phone Number Displays the phone number of the connected call Ext Displays the extension that received or made the call Line Displays the outside line number that was used for the call Account Code Displays the account code that was assigned to the call This could be the optional account code used Other Ext The extension to which a call is transferred from the current record Trunk Type A label defined on the switch to identify the type of trunk T1 etc if available associated with the Line specified in a call record Route Displays the route number of the line that was used for the call Tenant Auth If you share your phone system and the phone system supports the feature of tenancy then that information is displayed here Also forced account codes or authorization codes are logged in this field WorkGroup The work group of the party that originated or received the call first Work group is an entity that represents a group of agents extensions that possibly has its own call queuing Site Code The site code or node ID configured for the installation DNIS This is the number that the caller dialed to reach the callee Auto Attendant This is the a
11. Close CallAnalyst and CDM first Go to start menu gt programs gt CallAnalyst gt Tools gt Edit Area Code Info This program allows you to configure the local and toll free area codes Then go into CDM Setup and ensure that the correct area code and only the correct ones no blank lines appear in the drop down box that contains the area code Contacting NEC For support please contact your Elite CallAnalyst dealer or NEC Unified Solutions J 01111 NEC Unified Solutions Inc 655 North State Highway 161 Irving TX 75039 2402 USA www necunifiedsolutions com Sales And Licensing 800 TEAM NEC
12. Example server share M Reconnect at logon Connect using 4 different user name Sign up For online storage or connect to a network server Back Cancel You will be asked during the installation to select the mapped network drive of the CallAnalyst Server Installation The 10 days Trial License comes with one Network Client license If you need more Network Client then you will need to call your Dealer or NEC for additional Licenseing The License is issued on the CallAnalyst Server installation All License information is maintained on the server PC Installing CallAlert You can install FraudAlert on any PC on the LAN network with TCP IP enabled FraudAlert helps you monitor phone abuse Call Data Manager CDM communicates with FraudAlert and generates alarms when certain conditions are met FraudAlert can also be installed on the same PC as the CallAnalyst server Connect phone system to computer Modern phone systems are capable of sending call records to your PC in many different formats Most phone systems use a standard serial cable to connect a SMDR SMDA port on your phone system to a serial port on your PC CallAnalyst is also capable of retrieving call data records from external databases Web URL s and log files provided that your phone system supports these output methods You will need to reference your phone systems documentation to determine the appropriate interface format The Call Dat
13. Cancel Configuring and Testing the Serial Port COM1 COM2 NEC CallAnalyst provides this tool to ensure that data is being received from your phone system via the selected COM port on your PC Using CallAnalyst with your phone system requires that the COM port settings on the phone system match the COM port settings on you PC You can choose either the guided process if you do not know the COM port settings for your phone system or you may manually test the COM port settings If your PC COM port is properly configured and the phone system is configured to generate call records then the following tests will show some kind of ASCII output Either recognizable call records if the port settings are correct or gibberish random ASCII characters if the port settings are incorrect If no output appears during the testing then refer to the Troubleshooting section Configuration Tool for CallAnalyst COM l x Choose how you want to use the configuration tool need a guided process to help me determine the serial port parameters Start Test have a rough idea of my serial port settings and want to try those parameters Call J Save Curent Configuration for use in COM Exit Guided Process Begin by clicking Start Test This will start the test with the most common COM port settings Follow the directions that appear in the Call Data Output Screen You will be instructed to
14. City State Zip Hourly Rate E Mail URL gt it Carlson ChatSpat 1600 NW 134th place Portland OR 97005 250 00 john cark checkthis Maia Matney Intel 1600 Nw 192th place Porland OR 37005 300 00 maria matney amp home O Tim O Maoa Counsel 12345 NW Shade Fd 08854 200 00 tim mayoa askme c Tory Tamalunias Yahoo 12300 N Shade Rd Piscatawas NJ 08854 250 00 tony tamalunas amp hot sooo 4 Select the row containing the contact by clicking on the button in the leftmost column of the Contacts List This should highlight the entire row containing the contact Display the Assign Phone Numbers dialog box as shown below by clicking on the Numbers icon The right side lists phone numbers from the call records that have not been associated with a contact yet The left side lists the phone numbers if any associated with this contact O 22 Assign Phone Numbers John s Phone Numbers Phone Number __ Line Name PPC S1 806 78952 Intemational Line 01191 803 36607 International Line Unassigned Phone Numbers __ Phone N i E __ 979 278 1884 11373 993 5333 fai 504 201 2346 5 H PERRE North Line __ 408 238 7894 East Line 305 241 1234 Add Phone Edit Phone Add an unassigned number to the current contact Select the unassigned number from the right side list by clicking on the leftmost column This should highlight the entire row M
15. FM Out 06 11 450 575 7687 101 501 11 Unknown ce reall el eee eel A ct A All Calls Select the call record by clicking on the button to the left of the row containing the call to be deleted in the Call Record window After you select the call record CallAnalyst should highlight the entire row in the Call Record window To select multiple call records select the call records pressing the Control key Press the Delete key on your keyboard In the resulting dialog box shown below click Yes to delete the selected call record Note Do not click the Delete button at the top of the CallAnalyst main window To delete a set of call records Select the Tools Delete Call Records menu item from the main CallAnalyst window Alternatively click the Delete button at the top of the main CallAnalyst window CallAnalyst displays the Delete Call Records window O T Delete Call Records fel ES Delete records which match the following description Inbound and outbound call records which took place on the date 05 03 04 at site 1 If the description in the center of the window does not specify the exact set of call records that you want to delete you may change the selection criteria by clicking the Criteria button You may optionally view the set of call records to be deleted by clicking on the View button Delete the specified set of call records by clicking the Delete button Exit the Delete Call R
16. The Initial time slot and Progressive time slot fields allow you to set different rates variable time billing for initial duration of a call and for the time periods thereafter For instance if you wanted to set a rate for a dollar for the first minute and ten cents for each additional minute then in the Initial time slot field set the duration for 60 and the Cost for 1 00 and in the Progressive slots field set the duration for 60 and the Cost for 10 Zone 1 Zone 2 Zone 3 categories The different zones allow for prefix based zonal billing Some area codes charge different rates for different prefixes within an Area code To accommodate for this CallAnalyst provides up to 3 different Zones based on prefixes To set a rate for a prefix select a zone and place the area code and the respective prefix NPANXX in any one of the Zone Area Code Prefix List fields Multiple combinations of area codes and prefixes can be included each being separated by a comma Interstate category All Area codes not specified in the Toll Free and Zone categories are considered to be in the interstate category and costing is calculated based on the rates specified in that section Domestic Area Code section Gives you the list of the Area codes in the United States and location information If Area Codes information is changed or new area codes are added you can add new area codes and edit the current ones from this tab Oo F Rate Plan Setup
17. a button bar at the top of the report window that allows you to Navigate between pages o mR oii Ine Print the report SE Zoom in out of the current report page o imz F Export the data into popular file formats oE This button displays the following dialog box that you can use to export or email the text in the report in a different format Characerseparaled values Destination Disk fille Display number of call records included in the report and the percentage of all call records used in the report O Total 554 100 554 of 554 Automating Report Generation WE C Typically you may want to generate reports on a regular basis You can setup CallAnalyst to automatically generate a series of reports at the times that you specify Report automation gives you all of the powerful report capabilities within CallAnalyst with the convenience of automatically generating a report whenever you want even when you are not there You can also have the generated report forwarded to one or more people as an email attachment You can always generate reports within CallAnalyst whenever you need using the Report tool To setup automatic report generation follow these steps Select the Setup Report Automation menu item in the main CallAnalyst window This displays the CallAnalyst Reports Automation Setup window Select the type of report that you want to generate from the Report C
18. authorization codes used for the call As an example a report can be generated showing calling patterns by volume or duration ona color coded map of the United States This can help a Customer Support Sales Order or Telemarketin g business become more focused more productive and cost effective Improve Business Productivity with CallAnalyst Call panbulon Himiad States Te iE With E E Legend Fe GallAnalyst 30 100 you can m a Track real x 7 0 time phone 60 69 E usage for so so j incoming and hes outgoing calls Ji E aj Monitor E customer sees AA i p service metrics PPren n Oo Pe EEEE F Call Distribution Canada E PFA Measure fe Fa a Er me ree Legere telemarketing ESN A 4 pise E Sates e nge 0 100 g and inside SERI Sih PEG eer Caprini on i sales ia ists ee Fi cae aoa productivity Sas TAT S I _ o ot dT ee ao 53 E Provide aa billing reports z for client lines N 23 7 w3 i i 3 E 0 LJ Included Reports Date and time summaries Most frequently called numbers Department summaries Extension and line summaries Longest and most expensive calls Longest and most expensive calls And many more How SMDR CDR information is sent to the computer Upon the completion of an inbound or outbound call your phone system sends SMDR data about the call
19. box by selecting the Edit Department Groups menu item from the main CallAnalyst window f x Selector sai k ue saul List x do T JE T elif Eric Gartner a i A Finance T oE a Manufacturing e F wie Marketing i Hen Feit lg Sales oi Hensha Fassel ie a E ery Stach Jessica Jones Jim Ferret ohn hn Chapertt Fent Lancer Sandra Kieth F Ey arry Hsia lt lt Assign Extension If you do not see the Master Extension List on the right side select the Extensions tab on the rightmost corner of the the Selector dialog box This displays the Selector dialog box shown above New Department Mew Group Refresh view Click on the New Extension button in the bottom right corner of the the Selector dialog box Enter the Extension Name and Extension Number and click OK To delete an extension from the Master Extension List follow these steps Display the Selector dialog box by selecting the Edit Department Groups menu item from the main CallAnalyst window If you do not see the Master Extension List on the right side select the Extensions tab on the rightmost corner of the the Selector dialog box This displays the Selector dialog box shown above Select one or more extensions from the right hand side of the Selector dialog box by clicking on the gray button on the left side of the Extension Number field This should highlight the entire row Remov
20. each graph and for each of the Data Viewing Options there is a set of labels that can be saved with the Custom Label Options Feature for future use When you generate a graphical report sometimes there will be too many data points on the x axis rendering the graph overly congested In this case use the zoom feature to highlight a section of the graph this will resize the graph Using Call Map Graphing ENI eal This report shows the call distribution map using color codes on a map of the United States or Canada Calls to multiple area codes within a state are combined to form a single total for the whole state Click on lt Total Calls gt to color the map based on the number of calls for a particular state in relation to the total calls Similarly lt Total Duration gt will color the map based on the duration of calls for a particular state in relation to the total duration of calls made This report is subject to the same criteria which are used on all other CallAnalyst reports Call Distribution United States lols E a f ta bm E E i oy pe a eS h I oo a W a is w oo O I I I W a w 2 oo i a aS E ee I I Prat Catal Ww oo 10 l Sm mi i mimi imin imin Data Viewing Options Total Duration Call Distribution Canada Using Tabular Report Button Bar ENI ell Each tabular report window has
21. find the local directory double click on any file in the directory of choice This file will not be overwritten this is just a peculiarity with the Browse tool View the set of call records to be archived by clicking on the View button in the Archive Call Records window This step is optional Specify the date time to generate the report You can specify how often you want to generate this particular report This time period can be anywhere from once a month to daily You may specify the By Day or By Date scheduling options By Day Here you specify the day of the week e g Sunday and the week of the month e g 1st week when you want the report generated OF Report Scheduling Options 22 A fe By Day C Bu Date By Day Profile Options Day of the Week Sunday Activity Report Lia Week of the Month First Week Add Delete Rename Time of the Day f 2 00 00 AM Export Profile to Reports By Date Here you specify the exact date e g 15th of every month when you want the report generated Report Scheduling Options 4 By Day f Bu Date Bp Date Date B Profile Options Activity Report Liat Add Delete Rename Time of the Dray 12 00 AM Export Profile to Reports Save this information for automatically archiving your call records by clicking on the Save button in the Archive Call Records Automation Setup window NOTE CallAnalyst saves th
22. on the clock icon in the system tray lower right corner of your screen and selecting the Show Scheduler popup menu item This list includes the Profile name type of profile i e report database archival E mail FTP etc and the time when it was completed only on server installations If you make changes to an existing profile or add a new profile after the Scheduler has been started you must click Save and Close in order for the Scheduler to perform jobs as per your new profile If no e mail profile is configured at the time the Scheduler is started and later you configure an e mail profile you must close and restart the scheduler to be able to send e mail The scheduler will ask for a mail sign on only when it detects that an e mail profile is configured A MAPI compliant email program such as Microsoft Outlook must be installed if you want to send email using CallAnalyst Adding Contacts ENI ell To add a contact follow these steps Display the Contacts window by clicking on the Contacts button in the main CallAnalyst window i 38 Contacts This displays the Contacts window similar to the window shown below oO a Contacts iol x Contacts Sorted by Last Name ne Hame amp ars LastName FirstName Company Address City State Zip Hourly Rate E Mail URL gt a e Carlson ET 1600 Nw 134th place ma E JT E 00 5 carl checkthis Maia Matney Intel 1600 NW 192th place Portland OR 37
23. overview by day averaged over the total number of days in the criteria set Graph Summary of Scores by Agent by Workgroup Report Category Agent amp WorkGroup not available in Elite CallAnalyst This shows the efficiency score of each agent in each workgroup at a glance The score takes into consideration a prescribed value of a call and divides that by the call duration to determine efficiency Graph Summary of Queued Calls by Hour of Day by Day of Week Report Category Agent amp WorkGroup not available in Elite CallAnalyst This sums all the queued calls for each hour of each day over the period specified Detailed Calling by First Call Party Extensions Report Category Local amp Remote Call Party This gives a detailed breakdown of calls that came to a party directly This report is useful in determining how often a call goes directly to a particular agent and whether proper call trafficking took place Detailed Calling by Second Call Party Extensions Report Category Local amp Remote Call Party This gives a detailed breakdown of calls that came to a party transferred from another agent or first party Summary Calling by First Call Party Extensions Report Category Local amp Remote Call Party This gives a summary breakdown of calls that came to a party directly Summary Calling by Second Call Party Extensions Report Category Local amp Remote Call Party This gives a summary breakdown of ca
24. phone lines coming from your local CO to your phone system When you make or receive a call your phone system informs CallAnalyst which phone line was used Within CallAnalyst you edit line names and their associated phone numbers to help generate specific reports For example if your fax machine has a separate line you can exclude your fax line from the reports or generate a separate report for just the fax line You can also make separate groups for your lines if you have different lines for different departments or for different long distance carriers To add a new line follow these steps Display the Selector dialog box by selecting the Edit Assign Lines To Groups menu item from the main CallAnalyst window O gt Assign Line to Group x ier Sales Master Lines Trunks List co SNS Trunk 1300 Line CTX digits Line Name co Trunk 1305 jio fo Trunk 100 oo Trunk 1304 ho fo Trunk 101 oo SS Trunk 1302 ay 315 o Tunk 1315 A Marketing 1316 o Tunk 1316 ge Finance BE o Trunk 1317 se Engineering lims lo Trunk 1318 vae Manufacturing Ejea f io Trunk 1321 mz n o Tunk 1322 i fo Trunk 1404 a 1408 O Trunk 1408 1408 141 1 p Trunk 1411 a T Trunk 1413 Fielresh View If you do not see the Master Lines Trunks List on the right side select the Lines tab on the rightmost corner of the the Selector dialog box This displays the Selector dialog box shown a
25. screen Leave both the User Name and Password fields blank and click OK Acquiring Elite CallAnalyst License To use the Elite CallAnalyst application the product has to be registered Once the installation is complete click on Programs gt NEC gt Elite CallAnalyst The registration screen will appear The user interface to register the product is shown below w Register Your Software Welcome to the Registration Wizard Please fill in the information bebo Ascociahe Number 999001 Tech 1D Optional Please fill in the information recerred wath pour CO Serial Number IC4AA4UTOREGISTRTOpn00 Stock Mumber SLE IC AA Trial Auto Aegister Manual Reaister Cancel Figure 1 Registration Screen The user can register the product in two ways a Auto Register a Manual Register Auto Register The user needs to enter the Associate Number serial number and stock number and click on the Auto Register button showed in figure 1 It will automatically register the product with the NEC web licensing Server and notify the user with appropriate status message Manual Register The user needs to enter the Associate Number serial number and stock number and click on Manual Register button showed in figure 1 A screen popup with a generated key will appear m Register four Softwa Welcome to the Registration Wizard w Product Activation Code Ioj x Please Asear Generated Kep EH 00 KI OO DE
26. tenants This report then would be used to determine how much phone traffic each customer tenant represents If for example a trunk were leased between two businesses this report would show how much traffic each customer generates Graph Summary Calling by Routes by Day of Week Report Category Route amp Tenant A graphical form of the Summary Calling by Routes by Day of Week report This can be used to give a visual interpretation of the amount of calls utilizing specific groups of lines Summary Calling by First Agent not available in NEC Elite CallAnalyst This tracks the first tenant to handle incoming calls This report can be useful to determine which tenants initially takes calls before transferring them to another group Summary Calling by Second Agent not available in NEC Elite CallAnalyst This is used if a tenant needs a breakdown of total calls sent to them as a second party This report will help determine if the phone system is routing calls effectively or adjustments need to be made for more efficient call trafficking Graph Summary Calling by Routes by Hour of Day Report Category Route amp Tenant This breaks down the day into hours and shows the total number of calls that occurred on each route over all the days in the criteria for each hour Summary of Short Calls by Lines Report Category Frequency amp Duration This helps to determine how many calls were abandoned when received from the phone system
27. the default Enter a name that you wish to place in all the name fields for this phone number To assign a phone number to a name in your database Display the Call Records window by clicking on either the All Calls Inbound or Outbound buttons Place the cursor to select the name from the Line Name column in the Call Record window This step is optional Manage Groups and Departments ENI ell Groups allow you to quickly specify a set of extensions account codes that you can use to generate reports A department contains a set of groups Depending on the number of extensions that your company has a department may be your entire company or you may define several departments containing numerous groups You can manage group and department information for CallAnalyst using the Selector dialog box Select the Edit Department Group menu item in the main CallAnalyst window Oe j x C 7 El Ld Eae Master Extension List OTB oeetew Ea Enensontene nae Eric Gartner ics es Dane Harvy HA Finance i Diane Hoopla E whe Manufacturing S Eric Gartner E wis Marketing Reny Fert G ane sige Hensha Fassel Hooper L Gaer lvy Chaplin ae F Emy Stach E lessica Jones Jim Ferret ia ohr hn Chaperff John Scherman Als Fell Dane E eae ent Lancer Sandra Kieth 162 Terry Hsia uosuajg New Department Mew Group Refresh View To specify a new department follow these s
28. the next item which matches your search specification by selecting the Edit Find Next menu item from the CallAnalyst window To replace a name or number Place your cursor in the Line Name or Phone Number column Select Edit Replace pull down menu item from the CallAnalyst window CallAnalyst will prompt you for a name number to search and a name or number to use as the replacement Click Apply to execute the replace operation CallAnalyst reports any records which match your replacement specification and make the replacement in the information in the CallAnalyst database Editing Call Records NEC CallAnalyst allows you to directly edit any information in the Call Record window that you can display by clicking on the All Calls Inbound or Outbound icons in the main CallAnalyst window An example Call Record window is shown below all Call Records E O x Al Cals Sited By Date And Time a mae Direction Duration Line Name Phone Number Ext Line AccountCode Other Ext TrunkType 02 02 04 6 06 39 PM 0622 0s BB 710 3464 103 502 22 Unknown 4 02 0204 6 13 13 PM 0 204 674 8130 Unknown T 2 15 S Out 55 0B 872 8445 102 ee Unknown 0202 0452347 PM Out 0330 BON r3e7e S Soti Unknown 02 02 04 5 29 40 PM t Unknown O2 02 04 5 40 54 Phi Ou ages e e e e 02 02 04 5 46 34 PM Out 06 11 450 575 7687 101 501 11 Unknown r I Z r jee a HA All Calls Criteria Refresh
29. window does not specify the set of call records that you want to archive you may change the selection criteria by clicking the Criteria button By clicking on the view button you can view the call records to be archived corresponding to the selected criteria Start the archiving process by clicking the Archive button This displays the Save As dialog box O Save jn E Desklop c al iiy Computer M Metrunek Meightorhood Smart and Friendly File name i Seve Save astvpe Access Databhase mdb i Cancel In the Save As dialog box enter a filename to archive the call records and click the OK button Exit the Archive Call Records tool by clicking on the Close button Restoring Call Records EN ell To restore previously archived call information follow these steps Display the Restore Call Records window by selecting the Tools Restore Call Records menu item from the CallAnalyst main window This displays the following window Oo B Restore Call Records loli xil You may optionally view the set of call records to be restored by clicking on the View button This prompts you for a Filename and then displays the call information in a Call Record Window Restore the specified call records by clicking on the Restore button in the Restore Call Records window If you did not specify the Filename to restore in the previous step you will be prompted for the Filename to restore
30. 005 300 00 maria matney hame So Tim Maoa Counsel 12345 NW ShadeRd Piscataway NJ 08854 200 00 tim mayoa laskme c Toy Tamalunas Yahoo 12300 NW Shade Ad NJ 08654 250 00 tony tamalunas hot ae gt Place your cursor in the column corresponding to the last row of the contact list next to the Once you start typing CallAnalyst adds a new row with a pencil icon in the leftmost column CallAnalyst saves the information as you type You needn t explicitly save the information a contact has been created Also you can import contact information from files with comma separated values generated using other contact managers like Outlook Palm Pilot etc Click on Import button to verify the list of file sources Associating phone numbers with a Contact Select the contact you want to associate a number to by clicking on their respective rows Click on the Numbers button Refer to the section that explains Assigning Phone Numbers to a Contact Assigning Phone Numbers to Contacts NEC To assign One or more phone numbers to a contact follow these steps Display the Contacts window by clicking on the Contacts button in the main CallAnalyst window Oi 2A Contacts This displays the Contacts window similar to the window shown below a Di Contacts i x Contacts Sorted by Last Mame First Name amp Compan __ LastName FirstName Company Address
31. 05 300 00 maria matney home Tim Maya 12345 NW Shade Rid 08854 200 00 tim mayoat askme c ee Tamalunas Yahoo 12300 NW Shade Ad NJ 08854 250 00 tony tamalunasGdhot Assign a billing rate to that client under the billing rate column in the Contacts window to have CallAnalyst automatically calculate a total cost or charge for your phone calls This step is optional Select the row containing the contact by clicking on the button in the leftmost column of the Contacts window This should highlight the entire row containing the contact Create a Billing Report by clicking on the Billing button in the Contact window This displays a dialog box similar to the window shown below O 8 amp Create 4 Client Billing Report Inbound and outbound call records which took place on the date 05 10 04 to and from a Verify the call record selection shown in the middle of the Create A Client Billing Report window is correct If you need to modify the set of call records that will be used in the report click on the Criteria button in the Create A Client Billing Report window Generate the report by clicking on the Run Report button in the Create A Client Billing Report window Once your billing report has been created you can treat it like any other report You can print it re size it save it to disk or email it to someone Generate Graphical Reports ENI ell Choosing a report which
32. 203 You can place your cursor in any particular cell in the table and change the Line Name Phone Number Extension and Line number of each individual call If you desire you can even give a comment to each call Other editing features include search replace replacing names and numbers assigning names to particular phone numbers and assigning numbers to particular names Deleting Call Records EL all You should periodically delete call records that you will not need in your database This simple maintenance of the database helps conserve disk space and optimizes reporting performance The following sections describe how to delete individual and sets of call records from your database To delete an individual call record Display the Call Record window by clicking on either the All Calls Inbound or Outbound icons in the main CallAnalyst window You should see a Call Record window similar to the following figure bia All Call Records o x All Calls Sorted By Date And Time Phone Number Est LineAccountCode Date Time Direction Duration Line Hame Account Code O 02 02 04 06 39PM Out 0622 BB 710 3464 103 M2 Unni O 02 02 0451313PM Ouf O24 204 674 8130 Unknown ea at 206 872 8445 o 10e ee o Unknon 02 02 04 5 23 47 PM 780 738 7894 o 10 0i o Unknown L 02 02 04 5 29 40 PM 902 2027667 10 S0ejz2 Unknoan 02702704 5 40 54 PM CDRA 103 8044 nen i O2 02 04 5 46 34
33. 7 and 888 Local Calls include calls within your area code in the report Long Distance Calls include call outside of your area code in the report Call Costing allows the usage of the rate table to determine the cost of the call and include this information in the report Report Options IP Costing W Toll Free Calls W Tall Calls Determine the set of call record information to use in the report By default CallAnalyst generates reports that include all call records A description of which Call Records will be used in the report is displayed in the middle of the CallAnalyst Reports Automation Setup window For example O Inbound and outbound call records which took place in between the 5 dates 01 10 99 and 01 16 99 j If the text in this window like the one shown above does not describe the set of call records that you want to use in your report click on the Criteria button to change the types of call information that CallAnalyst uses in the report j if Criteria Specify the date time to generate the report You can specify how often you want to generate this particular report This time period can be anywhere from once a month to daily You may specify the By Day or By Date scheduling options By Day Specify the day of the week e g Sunday and the week of the month e g First week when you want the report generated oO Report Scheduling Options lc By Day i By Date f Every hou
34. Calls by Carrier by Day Busy Trunk Summary by Trunk by Day of Week Graph Summary Calling by Trunk Type by Day of Week Graph Summary Calling by Trunk Type by Hour of Day Report Category Geographic Category gives you reports that help you identify your main area of calling in your telemarketing campaigns and have the call distribution plotted on the map for visuals and presentations It also helps you cost and analyze your international calling patterns and cost associated with it Call costing is available for most reports Sample topics are e Detailed calling by area codes e United states calling distribution e Detailed calling by country codes and also calls grouped by extensions Report Category Others Sample topics are e Contact List e Rate Plans by Zone Call Distribution by Extension Report Category Line amp Extension This shows the percentages of total calls that were made by each extension This report will help determine which representatives make the most outbound calls during the day Breaking this down by percentage of total calls for which each representative is responsible will help in comparing the workload for similar agents Summary Calling by Day by Extensions Report Category Line amp Extension This gives the summary of total calls made on each particular day in a range of days breaking it down by specific groups or extensions The report determines whether calls increase during the weekday
35. DM functions menu Show COM Call4nalyst Disable CDM Enable Gin Setup ong ee ee mn T start G4 oaVlector Stop CA Collector Close CDM Menu Functions Disable Enable the CDM right click on the CDM icon in the system tray and select Disable CDM Enable CDM from the popup menu shown above Display last call data information right click on the CDM icon in the system tray and select Show CDM You can use the information in the resulting form for troubleshooting communication issues between CallAnalyst and your phone system To Start CDM If the icon does not appear in the system tray select Start Program NEC Callanalyst CDM To stop CDM right click on the CDM icon in the system tray and select Close If the CDM is not running then CallAnalyst is unable to record call information into its database To configure the CDM right click on the CDM icon in the system tray and select Setup You must disable the CDM before configuring it Elite CallAnalyst Menu Icons EN all The following list describes the icons displayed at the top of the CallAnalyst Main Window CallAnalyst increases productivity facilitates billing and helps detect toll fraud and phone abuse It also has powerful tabular text and graphical report generating capabilities Reports can be used to analyze your telephone as a critical business communication tool thereby improving its effectiveness and reducing your telephone related co
36. NOTICE Note that when converting this document from its original format to a pdf file some minor font and format changes may occur When viewing and printing this document we cannot guarantee that your specific PC or printer will support all of the fonts or graphics Therefore when you view the document fonts may be substituted and your individual printer may not have the capability to print the document correctly ser Guide NEC Elite CallAnalyst User Guide Contents Introduction to CallAnalyst How Call Information is send to the computer Using Call Data Manager CallAnalyst Icons Using CallAnalyst Databases Installing CallAnalyst Read me File Installing CallAnalyst Software Connecting Phone System to the Computer Starting CallAnalyst Configuring Call Data Manager Configuring Secure Login Acquiring License Managing Reports Selecting Report Criteria Generating Billing Reports Using Graphical Reports Using Call Distribution Reports Using Tabular Reports Automating Report Generation My Favorite Report Modify My Favorite Managing Call Records Displaying Call Records Sorting Call Records Search and Replace within Call Records Editing Call Records Deleting Call Records Importing Call Records Archiving Call Records Restoring Call Records Automating Call Record Archival Retrieving Call Records from Remote Locations Managing Contacts Adding Creating Contacts Assigning Phone Numbers to Contacts Viewing Call History of Cont
37. Selector form from within the Report or Call Record windows Typically displaying the Call Selector form is done by clicking on the Criteria button Criteria When you have finished specifying your call selection criteria you can have CallAnalyst use the information by clicking on the Apply button on the bottom of the form O E Call Selector O x Report Title Date amp Time Selection Start End Today Tuesday 278 2008 2 8 2005 Daily Slot All d 00 fis 59 Range AI day 1200 00 AM 11 58 00 Phi Call Duration Minutes Minimum Masimum jal lengths Group Selection E veluda Extension Clear Acct Code i Select Line Advanced Selection WorkGroup Tenant DAIS Auto Attn Route Carrier Min Calls lo Caller Callee Mame Line E sclude Humber E Call Direction 6 Inbound Outbound 0 Both Site Code Rate Plan Setup Contact Selection I Clear Selection Edit Criteria Selection lt lt Default gt gt Add Delete Rename Cancel Accept Specify a customized Title for the report you want to run Specify the range of days containing call information that you want to use in the selection using the pulldown listboxes in the top section of the Call Selector window You can specify this information using either the pre defined date time ranges using the left hand column or
38. Tec Please visit http s activate neci com Please Please Enter the Product Activation code Seri A lie Cancel Register Trial Auto Register ManuabRecister Cancel Figure 2 Manual Registration Screen The user has to copy the Generated key and navigate to the NEC web licensing server http activate necii com and enter the Associate Number serial number stock number and the Generated key information and click on Activate button showed in Figure 3 to get the Activation code NEC Empowers y innovation Product Activation Registration s G s s lt eee Associate Number more Tech ID NTAC Issued more Flite IPK Electra End User more Product Information Congratulations on purchasing the NEC feature upgrade Stock Muriber more A You can register your product using this Generated Key more website If you have any problems accessing ere eee ea this site please contact NEC National SUN et eae ae Technical Assistance Center NTAC Activate Figure 3 NEC Web license Server Enter the Activation code generated by the NEC web licensing tool in the manual Registration screen Figure 2 and click on Register to activate your product Upgrade Additional License Once the product has been registered it will allow the user to run the application At a later time the user can upgrade the license or purchase additional license by pressing an lt Enter gt key in the foll
39. a FTP site Select the file name and format Specify the ftp address user name password and the directory where the generated report is to be uploaded Save the report setup After you filled out this form you can save this information and have CallAnalyst generate the report by clicking on the Save button in the CallAnalyst Reports Automation Setup window FTF Address as User Name ns Password Ce Remote Directory gave CallAnalyst saves the information in this window to automatically generate the report to the automation profile name You can add delete or rename the automation profile for later use The scheduler must be running on the main CallAnalyst installation in order to perform automated report generation You can start the scheduler by clicking on the Schedule button in the Report Automation window Scheduling is not available on the client side The Scheduler runs on the server 7 schedule When you save the report automation setup CallAnalyst schedules the report automation You can view the list of completed tasks by right clicking on the clock icon in the system tray lower right corner of your screen and selecting the Show Scheduler popup menu item This list includes the Profile name type of profile i e report database archival E mail FTP etc and the time when it was completed only on server installations Ogee 11 034M If you make changes to an existing profile
40. a Manager CDM application is the communications program that CallAnalyst uses to read call data records that are retrieved using the serial port external database Web URL or log file formats For CallAnalyst to receive call information from your phone system on the serial port you must connect a serial cable between the SMDR port on your phone system and a serial port on your PC The Call Data Manager CDM is the communications program that CallAnalyst uses to read call information at the serial port on the PC The following steps must be taken in order for CDM to track your calls Program your phone system with following features e Enable SMDR output e Enable Caller ID for incoming calls in the SMDR if required e Configured the SDMR output to end each call record with a carriage return and line feed this setting is usually the default on most phone systems e Disable the SMDR output for station to station calls if required e Configure the phone switch to produce SMDR output for both inbound and outbound calls You re now ready to install the CallAnalyst software Starting Elite CallAnalyst CallAnalyst generates reports based on the call records received from your phone system You only need to run CallAnalyst when you want to create a report edit contact information or examine call records CallAnalyst keeps track of Youcan run CallAnalyst by selecting Start Programs NEC CallAnalyst Elite CallAn
41. able in Elite CallAnalyst Summary of agent activity by day not available in Elite CallAnalyst Graph Summary of agent activity by day not available in Elite CallAnalyst Graph Summary of queued calls by hour of day by day of week not in Elite CallAnalyst Graph Summary of scores by agent by workgroup not available in Elite CallAnalyst Graph Summary of service level by workgroup by hour of day not in Elite CallAnalyst Report Category Call Party Detailed calling by first call party extensions Detailed calling by second call party extensions Summary calling by first call party extensions Summary calling by second call party extensions Detailed calling by remote call party Report Category Web Calls e Summary of WEB calls by hour of day not available in Elite CallAnalyst Report Category Contact Time billing by contact Time billing for all contacts Detailed calling by contacts Detailed calling cost by contacts by country code Summary calling by contacts Detailed calling by company Detailed calling cost by company by country code Summary calling by company Summary Calling By Auto Attendant by Day Report Category Auto Attendant amp Voice Mail not available in Elite CallAnalyst This gives the summary of total calls received by specific auto attendants and reports how many were passed on to voice mail or other extensions The report also details how many callers left recordings with voice mail and how many discon
42. ace r Communication Settings Baud as00 Data Bits Parity NONE Stop Bits Advanced options Check if True P Gieled nunber iA call data output includes the trunk access code prelit eq 6 or 9 Discard extra digits dialed after phone number Advanced Parsing F Discard duplicate record Update directory dynamically Enable Account Code alphanumeric Member site of a multi site installation Site Code ZZ M Long Distance Call with Prefix Area codes used with ten digit dialing toll free and local calls 503 Add Delete Help Extensions 4 amp ccounts Configure Optional Select the make and model of your phone system Not the model of phone handset that you are using from the drop down list Phone System Specify the COM port on your PC that is connected to the phone system via a serial cable Usually this is COM1 but often it is COM2 and very rarely 3 or 4 Communication settings This information is documented in your phone system manual or can be configured by programming the phone system Even if you know the COM port settings it is recommended that you click Configure to enter a COM port test window and confirm that the COM port is functioning properly DTR While importing call data record through COM port by checking DTR radio button which finds whether receiver s terminal is ready for receiving call data records you can ensure that da
43. acts Importing Contacts from Text Files Configuring CallAnalyst to Manage Tasks Associating Phone Numbers and Names Manage Groups and Departments Managing Extensions Managing Lines Managing Account Codes Setting Up Rate Plans for Call Costing Local And Toll Free Area Codes Testing and Configuring Serial Port Traffic Analysis Glossary Troubleshooting Contacting NEC Introduction to Elite CallAnalyst NEC CallAnalyst is an easy to use graphically oriented software package that allows you to monitor and analyze phone calls understand phone usage and cut costs CallAnalyst tracks both incoming and outgoing calls accurately as well as the date and time of each call If you need to track the incoming phone call with name and or telephone numbers CallAnalyst requires Caller ID services from the local phone company CallAnalyst increases productivity facilitates billing and helps detect toll fraud and phone abuse It also has powerful tabular text and graphical report generating capabilities Reports can be used to analyze your telephone as a critical business communication tool thereby improving its effectiveness and reducing your telephone related costs CallAnalyst keeps track of The date and time calls were made or received The duration of each call Which extension made or received the call The CID ANI DNIS of the caller The trunk or line numbers which handled the call Account codes and
44. alyst A login screen will appear if you have enabled the login parameters Eien x Please enter login parameters ite The main CallAnalyst window will appear File Edit View Tools Setup Window Help 2 atc 7 Inbound E Outbound DyiP cats K a E Favorte Q Te P Contacts a Delete Ais Arange O Close Calldnalyst You are now ready to analyze your call records 01 00PM 05 10 04 Z Configuring the Call Data Manager CDM The Call Data Manager CDM captures call information from your phone system Start CDM by selecting Start Programs NEC CallAnalyst Call Data Manager CDM To set up CDM O Verify that the CDM is started and disabled If this condition is met a telephone icon should appear in your system tray lower right corner of the screen If there is no telephone icon R702 PM in your system tray start CDM by selecting Start Programs NEC CallAnalyst CDM If the telephone icon is green disable CDM by right clicking on the CDM icon in the system tray and selecting Disable CDM item Display the CDM setup form by right clicking on the CDM icon in the system tray and selecting the Setup menu item Show CDM Call4nalyst Disable DM Enable COM Setup Start GA taollector Stop TA Collector Close O CDM Setup 4 xj Phone TT HEC Elite Elite IPF EPRO I Call Data Source e comm ExtemalDB Web URL Logfile C TCP IP i Pea Interf
45. ategory list in the top left side of the CallAnalyst Reports window CallAnalyst has a set of reports for each report category Oo CallAnalyst Reports Automation Setup Report Category as Destination Standard Advanced Custom Detailed calling by extensions Printer x Detailed calling by day Printer Detaled calling by lines per f My Favorite report Detailed calling by account codes H copies Date amp Time Detaled calling by Area Code Line amp Extension Route amp Tenant Account Codes Frequency amp Duration C Trunk Type amp Carrier Geographic C Others Report Options IP L_ Costing I Toll Calls View IP Calls Inbound and outbound call records which took place on All dates by Custom A Group at Site 1 be Report Scheduling Options f By Day i By Date f Every hour By Day save Automated Report Profiles Day of the Week lt lt Default gt gt Enabled Week of the Month Add Delete Rename Time of the Day 12 00 00 AM Export Profile to Reports Schedule Select the report that you want to generate from the list of reports available in the top middle of the CallAnalyst Reports Automation Setup window shown above Select the types of calls that you want to include in the report O Report Options IP Costing View F Calls W Tall Free Calls W Tall Calls Toll free calls include calls with area codes such as 800 87
46. ates reports that include all call records By clicking on the Criteria button and using the Call Selector form you can limit the amount of call record information that CallAnalyst uses in the report Generate the report Most reports support text and graphic formats If a format is not supported for a specific report then the button will be disabled button name will be grayed out To generate a text report click on the Run Report button To generate a graphic report click on the Graph button The report is displayed on the screen to preview You can then print or export it CallAnalyst can also generate call history and billing reports for a specific contact Setting Report Criteria CallAnalyst allows you to view your call information in many different angles applying various different criteria To view or drill down on specific call information you can use the Call Selector Remember that you do not have to enter values for every field in this form Every value in one of the fields in the Call Selector potentially limits to or excludes depending on your choice the call records that match the value Since you may need to generate numerous reports using a particular call selection criteria CallAnalyst allows you to save the values in this form using a Criteria Setting You can add remove or rename criteria settings at the bottom of the form The following procedure assumes that you have already displayed the Call
47. ave surchased ane of more cient licenses Elite Callanalyst Network Chent Pravda fect works With Elite Call naive to provide Wow the fools fo detect phone abuse TRIS foo nsiens on fhe Elite Call nals server orion a clent Al over a TOCATE nebo Elite Call4nalyst Fraud amp lert Fite Call naive oreiine hein ATML hen fore requires Microsot Internet Explorer 4 0 or later version fo be installed for wiewIng Likewise Elite Call nalvat Manual requires Adobe Acrobat Reader Install nternet Explorer 6 0 Install Adobe Acrobat Reader 5 0 Select Install Callanalyst Network Client Follow the setup wizard to complete the software installation The Call Data Manager is not loaded on the local PC for a Network Client installation The Network Client connects to a CallAnalyst server installation via a mapped network drive The CallAnalyst Server installation will synchronize call records with the Network Client allowing you to remotely administer the Server O Map a network drive to the CallAnalyst installation folder usually C Program Files CallAnalyst from the PC running the Network Client ie on Netwinele DAEE _ Windows can help you connect to a shared network Folder and assign a drive letter to the connection so that you can access the Folder using My Computer Specify the drive letter For the connection and the Folder that you want bo connect to Drive z Folder WCA Trivium Browse
48. bove Click on the New Line button in the bottom right corner of the the Selector dialog box Enter the Line Name Phone Number Line Trunk Number and CTX Code Length and click OK CTX Code Length is the number of digits dialed to access a Centrex line for each Line Trunk Each Trunk line will have a fixed number of access digits This value can be left zero if no access digits are used on a given Trunk Line To delete a line from the Master Line Trunk List follow these steps Display the Selector dialog box by selecting the Edit Assign Lines To Groups menu item from the main CallAnalyst window If you do not see the Master Lines Trunks List on the right side select the Lines tab on the rightmost corner of the Selector dialog box This displays the Selector dialog box shown above Select one or more lines from the right hand side of the Selector dialog box by clicking on the grey button on the left side of the Line field This should highlight the entire row Remove the highlighted line from the Master Lines Trunks List by pressing the Delete key and clicking Yes in the Delete Lines prompt box To assign a line to a group follow these steps Display the Selector dialog box by selecting the Edit Assign Lines To Groups menu item from the main CallAnalyst window If you do not see the Master Lines Trunks List on the right side select the Lines tab on the rightmost corner of the Selector dialog box Th
49. call CDR Call Detail Recording MDR Message Detail Recording Troubleshooting SMDR CDR Capture I m not getting any call information in CDM CallAnalyst Physical connection to COM port Make sure the PC running CallAnlayst has a good serial cable connection to the SMDR port of your phone system If you are unsure that the correct COM port is selected go to the CDM Call Data Manager Setup window and try another port CDM inactive or not running Your system tray should show the Active CDM icon a green telephone as shown which indicates that CDM is up and running If the icon does not appear launch CDM by clicking Start Programs TriVium cp If the icon appears but is red instead of green right click on the icon and choose Enable CDM Port settings Verify that you have selected the correct COM port settings baud rate data bits etc in CDM setup If you are using non comm port data sources then make sure the source specified is active and valid and can be reached by Call Data Manager DSN can be tested from ODBC settings and URL can be tested by copying and pasting the URL information in your browser Device conflict With the following items keep in mind that even though you might have four serial ports on your computer standard PCs only allow you to share two interrupts between the four ports To avoid an interrupt conflict you must either reassign an interrupt on your hardware or share an interrupt with t
50. column of the Contacts List This should highlight the entire row containing the contact Display the Call History report by clicking on the Call History button Call History Viewing Contacts TRIVIUM In CallAnalyst a contact can be an individual group or company associated with one or more phone numbers One of the keys to generating accurate reports is associating one or more phone numbers to a contact After a few calls you will start to build a group of phone numbers to a single contact For example you can associate 503 442 7777 and 503 442 7778 to a single contact name To display the list of contacts in CallAnalyst Click the Edit Contacts menu item from the main CallAnalyst window or click on the Contact button in the main CallAnalyst screen O ok Contacts Importing Contacts from Text Files ENI ell CallAnalyst supports the importing of text files exported from contact management software such as Microsoft Outlook To use this feature In the Tools menu of the main CallAnalyst window choose Options In the Other Interfaces tab choose None Open the Contacts Page by selecting the Contacts button When the Contacts Page comes up select the Import button gf Import contacts from text file ms Outlook Delimiter comma Cancel A box will emerge as shown at the right Select the source of the text file such as MS Outlook as well as the delimiter character s
51. custom dates times using the Start and End columns Specify the time of day start and end time for which you want to run the report for Also check the appropriate option for using daily time slots calls that occurred between start time and end time every day for the selected dates or range calls that occurred between start date time and end date time Specify the length of call You can select from either a list of pre defined durations using the pulldown listbox called Call Duration Minutes or you can specify minimum and maximum times in minutes Specify extensions account codes and or lines to include in the selection criteria by clicking on the Select button displaying the Selector dialog box Using the Selector dialog box you can use one of the two methods to limit your criteria to a specific set of extensions account codes or lines Include a single extension account code or line in the criteria Click on extension account or line tab on the right side of the Selector dialog box depending on which type of information you want to select Add the item to the selection criteria by double clicking on the extension account code or line CallAnalyst will add the information to either the Extensions Acct Codes or Lines fields in the Call Selector form Include a set of extensions account codes or lines associated with a department or group Display all departments and groups by clicking on the R
52. de program that is available at our web site Refer to this web site for instructions on installing the CallAnalyst update You have the choice of loading the following software modules CallAnalyst keeps track of Server installation of CallAnalyst Network Client FraudAlert CallAnalyst Server Installation Close all applications running on your system Load the CallAnalyst CD ROM into Your CD ROM drive The Setup program will start automatically If it does not start follow the next step otherwise skip the next step On the Windows Desktop choose Start Run run the Setup program by entering F Setup exe where F is your CD ROM drive Elite CallAnahyst is the best of call analysis tracking and accounting tools Fite Call navel as powerful and extensive array of reporting and Ding functhona hie with renor automation features and much more Elite Call4nalyst Nervork Client alos vou fo run blife CalA nalesi from the convenience of your own WOK Station provided WoW have purchased one of more chent licenses Elite Call4nalyst Network Client Pravda fert works With Elite Call nalivst io provide wou the fools fo detect phone abuse TRIS foo Instas on fhe Elite Call nels server or on a clent Al over a TCA nebwvork Elite Call amp nalyest Fraud4lert Fite Cali naive oreiine helo AML helo formna requires Microsoft Internet Explorer 4 0 or later Version fo De In tafied for viewing Likewi
53. e DateTime Ditection Duration Line Name Fhone Number Ext Line AccountCode Other Ext TrunkType 02 02 04 5 06 39 PM Out 0522 B67703464 103 0222 Unknown O 02020451313 PM Ou Oez 2046748130 ee ec o Unknon M M o 306 872 8445 04A Unkon O 02020452347 PM Out 0330 BOBO 103 500 Unk o 0202 04 5 29 40 PM Out aay s aaa E 5 4054 PM Unknown P 02 02 04 5 46 34 PM Out 06 11 450 575 7687 101 B01 11 Unknown g 2 EA All Calls Refresh 2019 Close The following list describes each of the columns in the Call Record window Date Time Displays the date and time when the call was made CallAnalyst displays this information in reports Direction Specifies whether the call was incoming or outgoing Duration Displays the length of the call in minutes Line Name Displays the name whom the call was placed to from depending on the type of call For Inbound calls If while configuring the CDM Memory Mode is enabled then CallAnalyst displays the Line Name using Caller ID information of the call if your phone system supports Caller ID Due to restrictions in the Caller ID system some inbound calls may be displayed in the Line Name column as Out of area or Private If Memory Mode is not enabled CallAnalyst searches the Contact list for a matching number and associated name It displays this name as the Line Name If the phone number is not found in the contact database then
54. e g extension called number dialed date and time Once the phone system sends the SMDR data it is usually erased from the phone system on the assumption that an external device has recorded the data The Call Data Manager CDM records all SMDR data sent from the phone system to your PC via a serial cable The CDM is included as part of the CallAnalyst installation Most phone systems have a SMDR port that is of the serial port type much like the COM1 COM2 COM3 and COM4 ports on your PC The SMDR port can be enabled or disabled by programming the phone system For specific SMDR related questions and phone system programming please consult your phone system manual Using Call Data Manager CDM Call Data Manager CDM monitors your serial port for phone records and saves them into a database for CallAnalyst CDM operates in the background so you don t need to run CallAnalyst to collect phone calls only to analyze them CDM starts in an enabled mode which means that CDM will be ready to process calls each time CDM is started You must disable CDM before configuring it The CDM icon a green or red telephone rests in your system tray E 4 27 PM located in the lower right corner of your screen The icon changes color depending on the state of the CDM CDM Modes Green telephone icon indicates that the CDM is enabled Red telephone icon indicates that the CDM is disabled Right Click on the CDM icon to show the C
55. e information in this window to automatically archive your call records to an automation profile name You can add delete or rename the automation profile for later use Exit the Archive Call Records Automation tool by clicking on the Close button in the Archive Call Records Automation window Note The scheduler must be running in order to perform automated call information archival You can start the scheduler by clicking on the Schedule button in the Archive Call Records Automation window The Schedule button is only available on server installations of CallAnalyst The Scheduler will only run on the server When you save the archive setup CallAnalyst schedules the call record archival You can view the list of completed tasks by right clicking on the clock icon in the system tray lower right corner of your screen and selecting the Show Scheduler popup menu item This list includes the Profile name type of profile i e report database archival E mail FTP etc and the time when it was completed only on server installations ee 10AM If you make changes to an existing profile or add a new profile after the Scheduler has been started you must click Save and Close in order for the Scheduler to perform jobs as per your new profile If no e mail profile is configured at the time the Scheduler is started and later you configure an e mail profile you must close and restart the scheduler to be able to send e mail The scheduler will a
56. e the highlighted extension from the Master Extension List by pressing the Delete key and clicking Yes in the Delete Extension prompt box To assign an extension to a group follow these steps Display the Selector dialog box by selecting the Edit Department Groups menu item from the main CallAnalyst window If you do not see the Master Extension List on the right side select the Extensions tab on the rightmost corner of the the Selector dialog box This displays the Selector dialog box shown above Select a group from the left hand side of the Selector dialog box If no groups are defined in the left hand side of the Selector dialog box then you must first define a department and a group You can only assign extensions to groups not departments Select one or more extensions from the right hand side of the Selector dialog box by clicking on the button on the left side of the Extension Number field This Should highlight the entire row Click on the Assign Extension button on the bottom right side of the Selector dialog box You should see the extensions listed under the group name on the left side of the Selector dialog box You can directly edit either the Extension name or number fields by clicking on the field that you want to edit in the Master Extension List of the Selector dialog box and type your changes CallAnalyst automatically saves these changes as you type Managing Lines NEC Lines are the
57. ecords tool by clicking on the Close button Importing Call Records ENI ell CallAnalyst can import call information from a Text file External DB or Web URL If you are using a data logging device or similar memory device for storing call records these methods of call logging allows you to use another program to capture the call information before analysis or you can collect a set of call data from one or many locations for later analysis To import call records follow these steps Select the Tools Import Call Records menu item from the CallAnalyst window This displays the Import Call Records window Specify the type of Phone System that the call record data belong to Since each phone system saves the call information in a different format CallAnalyst must know the type of phone system which generated the call data The technical term for the call information sent from the phone system is called SMDR CDR MDR data O Phone System NEC Elite Elite IPK EPRO II Specify the File Name containing the raw call information from the phone system O Call Data Source f Text File f Esteral DB Web UAL Source C Documents and Settings anareshm Desktop Desktop Log Process Browse lt Disabled To import call records from an External DB follow these steps Specify DSN that you want to access You must have a DSN configured for your External DB on the CallAnalyst PC This can be done
58. efresh View button on the bottom of the Selector dialog box Add the extensions account codes and lines associated with a group or department by double clicking on the group or department CallAnalyst will add the information associated with the department or group to the Extensions Account Codes or Lines fields in the Call Selector form Include an ad hoc group of extensions account codes or lines simply type extensions etc into their respective fields separated by commas Similarly specify Workgroup DNIS Route Tenant Auto Attendant Carrier Caller Callee name and number by typing into their respective fields Specify full or partial phone numbers or line names You can use the Line Name and Line Number fields to restrict the call records selection to area codes or a specific phone number Do not use special formatting characters like parenthesis or hyphens in the phone number specified e g 5034399338 correct 503 439 9338 incorrect Wild cards It is acceptable to use wild card characters in these fields Use the asterisk to represent any length string e g JON would include both JONES MIKE and SMITH JONATHAN Use the question mark to represent as single character e g 8225551212 would include 8005551212 and 8775551212 Multiple entries Multiple entries must be separated by a comma Specify the name of contact You use this pulldown list box to include a specific contact in y
59. eparating the fields in the text file Then select the file to import from the ensuing Browse box Configuring Elite CallAnalyst to Manage Tasks As CallAnalyst collects call information from your phone system it creates a list of extensions lines and account codes that were used in inbound and outbound calls Instead of having to specify each extension account code and or line whenever you generate a report you can collect the extension line and account code data into groups and departments During report generation you only need to specify the group or department in the selection criteria Using CallAnalyst to manage your tasks Associating Phone Numbers and Names Creating Groups and Departments Managing Extensions Managing Lines Managing Account Codes Configure Rate Tables Associating Phone Numbers and Names Within the Call Records window you use CallAnalyst to assign a name to a phone number and vice versa This technique may be useful to quickly assign Line Names to sets of phone numbers To assign a name to a phone number in your database Display the Call Records window by clicking on either the All Calls Inbound or Outbound buttons Place the cursor to select a phone number from the Phone Number column in the Call Record window This step is optional Select the Edit Assign Name To Number menu item from the CallAnalyst main window Enter a number or accept
60. ers Site Code Enter the code number from the CDM setup of the location from which to retrieve the archived Time of the Day Only for Scheduled Archiving The time at which the transfer will occur Remember that for automated retrieval CallAnalyst looks at the remote site fora file produced on the previous day Local Directory The directory on the local computer where the retrieved file will be stored Remote Directory The directory on the remote computer where the archived data will be found If Network Server is chosen in Retrieval Options the Browse feature is available providing a fool proof way to select the directory If FTP Server is selected then it is up to the call accounting administrator to properly identify the target directory Compressed file It is essential that this match the corresponding setting in the archiving process on the remote computer Note This option is only available with automated archival Restore Data This option instructs the scheduler to restore the call records into the local database for Muti Site reporting after retrieval is complete Retrieval Options Specify how you want to retrieve the call information CallAnalyst provides the following two options to accomplish this task FTP Server For archival of call data at a location on a network to which the local computer is only occasionally connected This requires you to specify the FTP address User Name and Pas
61. g Yes in the Delete Accounts prompt box To assign an account code to a group follow these steps Display the Selector dialog box by selecting the Edit Department Groups menu item from the main CallAnalyst window If you do not see the Master Account Code List on the right side select the Accounts tab on the rightmost corner of the Selector dialog box This displays the Selector dialog box shown above Select a group from the left hand side of the Selector dialog box If no groups are defined in the left hand side of the Selector dialog box then you must first define a department and a group You can only assign account codes to groups not departments Select one or more account codes from the right hand side of the Selector dialog box by clicking on the gray button on the left side of the Account field This Should highlight the entire row Click on the Assign Account button on the bottom right side of the Selector dialog box You should see the account codes listed under the group name on the left side of the Selector dialog box You can directly edit either the Account Number or Account Name fields by clicking on the field that you want to edit in the Master Account Code List of the Selector dialog box and type your changes CallAnalyst automatically saves these changes as you type Specifying Rate Plans CallAnalyst allows you to calculate the cost associated with phone calls The costing technique allows
62. he call accounting hardware phone system Modem While it s acceptable to have your modem and call data record input share the same COM port you will encounter difficulties if you attempt to use the modem while collecting call data and vice versa Mouse Occasionally a mouse will occupy a COM port although there is usually a dedicated port with a dedicated interrupt for mice The mouse port will usually be labeled with a cartoon of a mouse whereas the COM port will usually be labeled with a series of dashes or binary digits 10101 If you suspect a conflict click Start Settings Control Panel and choose System In the Device Manager tab inspect the Mouse and Ports items for a conflict I m getting call information in CDM CallAnalyst but the local calls have the format 000 Onn nnnn Incorrect CDM Setup more I m not getting incoming Caller ID information No Caller ID service from the phone company Verify with your local phone company that your service is activated No Caller ID information from the phone system Some phone systems require special configuration to output this information With regard to the name of the caller some phone systems send only the Caller ID number even though the LCD display on the telephone set also shows the name Outgoing calls don t display a phone number for local calls Chances are that you have not correctly set up the local area code and the toll free area codes for your region
63. in Windows control panel under ODBC Data Sources Call Data Source if Text File f Esteral DB f Web UAL Source C Documents and Settingsamareshm Desktop Desktop Log Process Browse Uigabled gt To import call records using Web URL option follow these steps Specify the source URL for retrieving call records from the phone system Also specify the destination file to which the downloaded information has to be written to After the download is complete follow step 3 to import data from that text file O Call Data Source f Text File f Evteral DE f web TURLI Source C Documents and Settings samareshmi Desktopi Desktop Logs Process Browse EN e ra Ed E L lt Uisabled gt Note With Call Data Manager CDM all the above process can be automated and be configured to run every specified interval Specify whether you have to dial a digit e g 8 or 9 to access a trunk line using the Phone system uses a number to access an outside line e g 8 or 9 check box You need to check this box only if your phone system does output this access code along with the phone number in the call record like 91800XXXXXXxX Oo Advanced options Check if True F Dialed number in call date output includes the tunk access code prefix leg 8 oral Discard extra digits dialed after phone number Advanced Parsing Verify completeness of call data D Discard duplicate records IY Update directory dynamically Member
64. ion of those calls Detailed Call View by First Party Workgroup by DNIS not available This shows which workgroups initially handled calls by various DNIS numbers With this report it can be seen how many calls to each number a certain workgroup handled as well as how many were placed into a waiting queue how many disconnected and how many were transferred Detailed Call View by Second Party Workgroup by DNIS not available This shows which workgroups handled calls by various DNIS numbers as a second party With this report it can be seen how many calls to each number a certain workgroup had transferred to them as well as how many were placed into a waiting queue how many disconnected and how many were transferred to a third party Summary of first agent workgroup call pattern Report Category Agent amp WorkGroup not available in Elite CallAnalyst Reports on workgroups activity and is designed to analyze a call center s call patterns specifically dealing with first line call response It breaks down the calls by how a call is handled once it enters a call center queue by how long a call was in the queue total calls and out of which how many went into the queue and how many were handled talked to an agent how many of those calls were transferred to another party internal transfer or external how many people exited was queued and did not talk to an agent the queue or got disconnected abandoned the call from the Queue total cal
65. is displays the Selector dialog box shown above Select a group from the left hand side of the Selector dialog box If no groups are defined in the left hand side of the Selector dialog box then you must first define a department and a group You can only assign lines to groups not departments Select one or more lines from the right hand side of the Selector dialog box by clicking on the gray button on the left side of the Line field This should highlight the entire row Click on the Assign Line button on the bottom right side of the Selector dialog box You should see the lines listed under the group name on the left side of the Selector dialog box You can directly edit either the Line Name Phone Number and Line Trunk Number fields by clicking on the field that you want to edit in the Master Lines Trunks List of the Selector dialog box and type your changes CallAnalyst automatically saves these changes as you type Managing Account Codes ENI ell Account codes are defined in your phone system CallAnalyst receives the account code information from the phone system You may include them in your analysis by assigning them to the proper groups and departments This also refers to the optional account codes used To add a new account code follow these steps Display the Selector dialog box by selecting the Edit Department Groups menu item from the main CallAnalyst window gl selector a
66. it ensures that prefix 1 for call records will not be parsed in the Phone number field of CallAnalyst Add the local and toll free area codes in your area in the Local Toll Free Area codes list One example is in some areas local calls also require that an area code be dialed before a seven digit phone number even though it is toll free You would enter that area code in this list along with your local area code 800 888 Start the importing process of the raw call information by clicking on the Import button in the Import Call Records window o 22 Import Once the importing is complete close the Import Call Record form by clicking on the Close button in the Import Call Records window Archiving Call Records EL ell CallAnalyst allows you to remove call records from the call record database and save it into an archive database for safe keeping You can later restore these call records using the Restore tool You can also set up CallAnalyst to automatically archive your call records on a regular basis To archive your call records Display the Archive Call Records window by clicking Tools Archive Call Records from the main CallAnalyst window This displays the following window He Archive Call Records Archive call records which match the following description Inbound and outbound call records which took place on the date 06 03 04 at Site 1 If the criteria description in the center of the
67. l time how much time the agent spent talking and how long an agent was in wrap up mode All this is designed to help better handle call volume for call centers and the like Summary of second agent workgroup call pattern Report Category Agent amp WorkGroup not available in Elite CallAnalyst As with the previous report only showing parties receiving transfers from first parties Detailed workgroup call view by first second agent Report Category Agent amp WorkGroup not available in Elite CallAnalyst This shows the activity of a workgroup by agents showing number of calls handled transferred ring no answer in out and averages of talk time outbound time queue time and agent wrap up time etc along with scores Service pattern by workgroup by hour of day Report Category Agent amp WorkGroup not available in Elite CallAnalyst This gives Service Level percentage of calls exiting the queue that fall under the acceptable threshold time total calls in queue number of agents signed on maximum wait time and average speed of answer You have to specify two parameters when you run the report 1 Threshold time used for measuring the service level of the 2 workgroup entered Summary of agent sign on off pattern by hour of day Report Category Agent amp WorkGroup not available in Elite CallAnalyst This gives you the pattern of total number of agent sign on s and sign off s that happened by a quarter hourly breakdo
68. led Extension Report To change the criteria of a particular report select the appropriate report in the left hand side and click on the Criteria button The call selector screen opens Make the required changes and click on Accept Press Save button to save the changes To delete a report select report from the left hand side and click on Delete button Managing Call Records All call information collected by CallAnalyst is stored within the CallAnalyst database as a set of call records The following list describes various tasks that you can perform to manage your collection of call information that will be used by CallAnalyst Displaying Call Records Sorting Call Records Searching Replacing within Call Records Editing Call Records Deleting Call Records Importing Call Records Archiving Call Records Restoring Call Records Automating Call Record Archival Retrieving Call Information from Remote Locations Hint Clicking on Refresh will update the display you are currently viewing to the most recent information from your phone system Depending on your phone system you must be running the phone system interface software to capture the phone records Displaying Call Records ENI ell When you display a Call Record window CallAnalyst creates a spreadsheet on call record information similar to the following window 8 All Call Records E Fe xl All Calls Sorted By Date And Tim
69. lls that came to a party transferred from another agent or first party Detailed Calling by Remote Call Party This gives a breakdown of calls that came in outside the system and releases the Caller ID information as well as the exact extension of the caller giving a more precise view of call activity VOIP WEB Call Summary by Time of day not available in Elite CallAnalyst This summarizes voice over internet and other internet traffic to indicate times of highest volume during a workday Report Category Contact These reports enable you to do time billing for contacts as well as to analyze and bill call expense based on contacts and companies My Favorite Reports Users normally tend to access only a few reports in their day to day operations These frequently used reports can be saved in the My Favorite report section helping them to access these reports without configuring them again To Add a Report in My Favorite Report List Configure the report to be added with the desired criteria Click on Favorite button to add it to My Favorite reports CallAnalyst Reports Report Category Standard Detailed calling by day Summar calling by day Summary calling by day of week by day C Wy Favorite report Summar calling by hour of day by day Summan calling by hour of day by day of week ine Summary calling by half hour by day of week F Line amp Extension Line Usage by hour of day by day of week Route amp Tenan
70. lows you to trim your call records database to a manageable size This is the same as the Tools Delete Call Records menu item Arrange Automatically arranges the open windows in CallAnalyst so that they are easily viewed and managed This is the same as the Window Arrange menu item Maintaining CallAnalyst Databases CallAnalyst uses Microsoft Access databases to store contact information phone numbers and call records You should make regular backups of your database on a periodic basis by archiving your call records When required you can restore these archived files Fixing Corrupt Databases If you exit Windows in a non standard fashiom due to power faliure or do so during a database entry operation or if Windows becomes locked up your CallAnalyst database could become corrupt CallAnalyst includes built in utility to Manually clean up the database in the event of corruption You can use this utility by selecting the Start Programs NEC CallAnalyst Tools Database Tools menu item and followingthe instruction in the Wizard Automating Repair amp Compact If you exit Windows in a non standard fashion due to power failure or do so during a database entry operation or if Windows becomes locked up your CallAnalyst database could become corrupt CallAnalyst includes built in utility to schedule the clean up of the database in the event of corruption You can use this utilities by selecting the Start Programs NEC CallAnalyst Tools
71. make a test phone call on your phone system to see if the COM port settings are correct If they are you will see lines of alphanumeric characters that clearly i e no gibberish characters 2 represent call records You are now ready to save the parameters and continue the CDM setup If you do not have clear call records then go to the next step Click Try Next Setting to set the COM port to the next setting and again follow the directions that appear Continue to repeat this step until clear call records are shown in the test window or until it is determined that some other factor is inhibiting transmission of the data such as an improper wiring between the phone system and PC or incorrect phone system output settings When you are able to see call records you are done Click Save Parameters and then Exit Manual Testing Click Configure Port to set the COM port settings as desired Select Apply And Test New Configuration and follow the directions that appear in the Call Data Output Screen You will be instructed to make a test phone call on your phone system to see if the COM port settings are correct If they are you will see lines of alphanumeric characters that clearly i e no gibberish characters represent call records You are now ready to Save the parameters and continue the CDM setup If you do not have clear call records then try using the guided process Click Capture Sample Data For Verificati
72. nage extensions account codes and lines trunks and to arrange them in groups Also in situations where a Centrex access code is dialed appears in the call record as a prefix to the dialed number you must specify the length of the CTX access code for each phone line trunk Save the updated CDM configuration by clicking on the Save button Exit the CDM setup dialog by clicking on the Close button Enable CDM by right clicking on the CDM icon in the system tray and selecting Enable CDM Enabling the CDM will cause the telephone icon in the system tray to turn green CallAnalyst is now ready to receive call information from your telephone system Configure the Login Parameters EL ell CallAnalyst allows you to restrict access to the program by using a simple login name and password case sensitive To Configure the login parameters The default User Name is admin and Password is ca To configure this feature click Setup Set New Login Parameters from the main CallAnalyst window Se O als Setup Window Help g Rate Tables Ctrl F Report Automation F4 Jut Archival 4ubomation F5 Pata ERChehnge sutomation BE Set New Login Parameters Ctrl 5 Options Ctrl U This will open the login configuration screen Please enter login parameters User Name Password OF Cancel Enter a User Name and Password To restore unrestricted access open the login configuration
73. nce Call with Prefix Specify whether the SMDR generated by the switch contains prefix 1 for long distance calls If checked it ensures that prefix 1 for call records will not be parsed in the Phone number field of CallAnalyst Advanced Options Multi site reporting Member of a multi site installation Select if this installation of CallAnalyst will be used as part of a multi site installation Site Code If this installation of CallAnalyst will be used as a remote server in a multi site installation then a Site Code must be set The site code will be prefixed to all call records from the remote server so that they may be differentiated from call records from other remote servers Each site must have a unique code as the various installations have no knowledge of each other It is imperative that the call accounting administrator assigns a unique code for each site Advanced Options Area codes used with ten digit dialing toll free and local calls This box must contain all area codes considered to be local or toll free for billing purposes In some areas local calls require that the local area code be dialed before the seven digit phone number 10 digit dialing even though it is a local call toll free In such cases the local area code must be included so CDM will not interpret the 10 digit phone number as a long distance call Extensions Accounts lines Configure This is an optional configuration that allows user to ma
74. nected from the auto attendant as well as how many agents or workgroups transferred calls This can be useful in determining the effectiveness of auto attendant and voice mail solutions being used Summary of first second party voice mail spill over by WG Report Category Auto Attendant amp Voice Mail not available in Elite CallAnalyst This indicates trends in the flow of phone traffic from voice mail and the like to work groups and other such destinations Detailed Call View by DNIS Report Category ANI amp DNIS not available This details calls made using DNIS It also shows how many calls were transferred and handled as well as how many calls were placed in a waiting queue and how many exited that queue For example an office may have several 800 numbers each to handle calls for sales of a specific product with this report it can be seen how many calls each number is generating as well as how many were transferred and how many were handled by that number Summary Call View by DNIS by Day Report Category ANI amp DNIS not available This gives the total number of calls by day using DNIS This report gives an overall view of the traffic each number gets per day as well as the callers identification Summary Call View by ANI by Day Report Category ANI amp DNIS This gives the total number of calls made using ANI This report shows the total number of calls received on a daily basis by ANI numbers as well as the total durat
75. offers the Graph option will result in the Graph button becoming available for use i e not grayed out Clicking this button will cause the graphical report window to come up which provides a variety of configuration and manipulation features The button bar at the top of the graphical report offers a veritably infinite number of display options for your data To determine the function of each button in the button bar rest the mouse cursor over the button and CallAnalyst pops up an information box which describes the function of the button The buttons as such are virtually self explanatory and should be experimented with to discover their effects especially since their variety and visual nature render a detailed explanation of little value O Sas W WER BR Ager aaa A Axis Labeling In order to reach the axis properties right click on the the graph to bring up the floating menu O Chart FX Properties General Series Anes 30 l vais O l e Major unit Auto T Show oridlines Tick mark type C None Outside f Inside f Cross Minor unit Auto T Show gridlines Tick mark type C None C Outside f Inside Cross Details Cancel Ampy Help Selecting Details will bring up the Axis Properties window below associated with the axis selected in the Axes tab of the Properties window as shown above O Y Axis Properties PEE EEEE asasan aranan ana nanan Saving Settings For
76. on and the data sent from COMM port will be shown in this screen You Can verify correctness and completeness of data by viewing it When you are able to see call records you are done Click Save Parameters and then Exit Traffic Analysis ENI ell Note This module is currently not available in Elite CallAnalyst Traffic Analysis provides a user friendly tool that helps to optimize the telecom resource utilization and maximize the ROI Return on Investment tied to such resources Traffic Analysis analyses historical call data over periods presents the analysis results to the user in a bar chart and provides further details so that the user can understand how best can he deploy new resources re deploy existing resources or otherwise reconfigure the system to maximize the ROI as defined by the user It graphically depicts usage of trunk groups for specified time period and gives detail of calls when trunk usage was maximum Refer following sections to analyze the call data Setting criteria for Traffic Analysis Details Section What If Analysis To display Traffic Analysis main window in CallAnalyst Click the Tools Traffic Analysis menu item from the main CallAnalyst window or click on the Traffic Analysis button in the main CallAnalyst screen Start Date o 01 04 End Date o 201704 Circuit Group Finance f Inbound Outbound Start Time 10 00 00 AM r End Time 11 00 00 AM Time Slot 5 Minutes
77. or add a new profile after the Scheduler has been started you must click Save and Close in order for the Scheduler to perform jobs as per your new profile If no e mail profile is configured at the time the Scheduler is started and later you configure an e mail profile you must close and restart the scheduler to be able to send e mail The scheduler will ask for a mail sign on only when it detects that an e mail profile is configured A MAPI compliant email program such as Microsoft Outlook must be installed if you want to send email using CallAnalyst Exit the CallAnalyst Reports Automation Setup tool by clicking on the Close button in the CallAnalyst Reports Automation Setup window Selected Reports Standard This section explains the details on only select reports The remaining reports are considered to be self explanatory Report Category Date amp Time Category gives you reports that help you analyze the call activity by day day of week hour of day Also allows you to monitor the trunk usage and activity helping you manage the phone system and perform load balancing Call costing is available Report Category Line amp Extension Category gives you reports that help you analyze calling pattern by Extension amp Line groups by day of week and hour of days Call costing is available Sample topics are Reports on Call Distribution by Extension Summary Calling by Day by Extensions Graph Summary Calling b
78. our call selection criteria If you do not want to do the contact selection check the Clear Selection checkbox Set a specific rate plan to include your calling costs plus a optionally defined Surcharge or percentage add to the report on either a per call or per report basis Generating Billing Reports If you bill your clients based on time on the phone e g attorneys or if you need to justify time spent on the phone e g telemarketers CallAnalyst can easily generate reports showing the times that you have spent talking to a client The billing report consolidates your client s phone lines e g business numbers home numbers cell phone numbers into one report The key to creating a successful billing report is to associate phone numbers to your client or contact This information allows CallAnalyst to create an association between those phone numbers and all the call data you have collected from your phone or phone system To create a billing report for a client or contact Display the Contacts window by clicking on the Contacts button in the CallAnalyst window O 28 Contacts pail This displays the Contacts window similar to the window shown below Contacts Sorted by Last Name First Hame amp suk Company Address City State Zip Hourly Rate E Mail IRL en e Carlson ES pat 1600 NW 134th place Portland iE 97005 250 00 ar carl checkthis Maia Matney Intel 1600 Nw 192th place Portland OR 970
79. ove the selected unassigned number to the contact list by clicking on the lt arrow button You may remove an assigned number to the contact by selecting the number on the left side by clicking on the gt arrow button You can also manually add phone numbers to the Contact s phone number list left Side by placing your cursor in the phone number column on the row next to the Once you start typing CallAnalyst adds a new row with a pencil icon in the leftmost column CallAnalyst saves the information as you type you do not need to explicitly save the information Viewing Call History of Contacts Display the Contacts window by clicking on the Contacts button in the main CallAnalyst window Q ai Contacts This will display the Contacts window similar to the window shown below a Contacts Contacts Sorted by Last Name First Name amp Compan _ LastName FirstName Company Address City State Zip Hourly Rate E Mal gt it Carlson ChatSpt 1600 NW 134th place Porland is E Mana Matney Intel 1600 Hw 192th place Portland 97005 300 00 marla matney home Tim Counsel 12345 Nw Shade Fd tim mayoa askme c i Tony Tamalunas Yahoo 12300 Shade Ad Iscatawyal Piscataweay NJ 08854 50 00 tony tamalunastahot fe ai ae ae ae a ga an AVS Call History Numbers Billing Select the row containing the contact by clicking on the button in the leftmost
80. owing figure 4 to invoke the registration screen Flite CallAnalyst Enterprise Server v2 0 Unlimited license Press lt Enter gt to Configure your license Figure 4 Invoking Upgrade License Screen Generating Reports Call reporting is the basic activity performed by CallAnalyst You can generate reports to analyze call information in useful and interesting ways You can create most report in a graphical or textual format By default the report is displayed on the screen to preview You can then print or export it The majority of reports in CallAnalyst are self explanatory however a few require some explanation both for their composition as well as usage You can also specify a date time for CallAnalyst to automatically generate reports using a set of call information that you define CallAnalyst can email print or save the automatically generated reports to a file You can even inform CallAnalyst to generate the report when you are away from your computer To generate a report follow these steps Click on the Reports button in the main CallAnalyst window This displays the following Report window id CallAnalyst Reports Ss Report Categor APO Report Standard Detailed calling by day Summary calling by day Summary calling by day of week by day My Favorite report Summary calling by hour of day by day Summary calling by hour of day by day of week Summary calling Gy half hour by day of week
81. pecify the default printer using the File Printer Setup menu item in the CallAnalyst main window Oo Destination Printer s Printer H copies Ih File Save the report to a file by specifying File in the Print Destination list box If you select this option CallAnalyst provides two fields to specify the filename of the report and the format File Type of the report om z SS SSS File Hame LActRepl yw txt Browse File Type Tert Email Send the report as an email attachment by specifying Email in the Print Destination list box If you specify this option CallAnalyst provides the following fields for you to specify the format File Type of the report and a list of email addresses of people who should receive the report You can even include a short message that will be included in each email If you wish to send to multiple addresses they should be separated by commas You also need to specify the profile to be used for email or the Account name and password E Z z Be aier y kal Fle SS File Name ActRepLw tet Browse File File Type Record File Name Browse oe File Type Record Ta admin company cam Ee Subject activity Report Last Week Message Activit Report E mail Blank Report Mail Client Information Profile OF Account amp PD Protocol MAFI Frofile Name Account Password FTP Select this option to upload the report to
82. profile i e filling out one of these windows for each remote location where you are scheduling an archive process Note CallAnalyst expects to find the archived file at the remote location by the name the remote installation assigns to it It is imperative that the archived file not be tampered with Multi Site Automation Setup E Schedule Parameters M Scheduling Options Site Code io f By Day C By Date Time of the Day fi200004M H O10 00 Ah Ey Day Day of the Week Suny o Local Director E Backup ere ee sunday Remote Directory achive Week of the Month First week fi Compressed file r E Data Save Automation FRetrive51 Retrieval options f FTF Server Network Server fv Enabled da Delete Rename ae FTP Address itp company com User Name admin Fasszword AOU First determine if you are going to perform a similar retrieval in the future whether automated or not If so then create a new profile in Automation Sets by clicking lt Add gt and give it a name After you fill in the rest of the form and save the profile you will be able to find this profile the next time you need to access it by selecting it in the pull down list where you see Retrieve S1 above in the illustration On the other hand if this is a one time retrieval then saving the profile is not necessary but follow steps 3 and 4 to complete the form Schedule Paramet
83. r By Day ote S Report Frofiles Day of the Week Sunday ActivityReportls I Enabled Week of the Month First week Add Delete Rename Export Profile to Reports By Date Specify the exact date e g Enter 15 for the ist of the month when you want the report generated Time oftheDay 12 00 00 AM 5th So here the report will be fired on the 15 of every month Report Scheduling Options 7 a By Day te By Date Every hour Bu Bet aa Save Automated Report Profiles ae Hi lt lt Default gt gt Enabled Add Delete Rename Time of the Day 12 00 00 AM Export Profile to Reports Every Hour Fires hourly reports based on the criteria Note that if there are no records for the criteria then the print will be fired with no data Note that for runnina anv report the Enabled checkbox has to be checked for the report to run Oo i Every hour Save Automated Report Profiles Detault gt Enabled Add Delete Rename Specify where to send the generated report By using the Print Destination list box you can save the generated report to any of the following locations Printer Print the report by specifying Printer in the Print Destination list box If you select this option CallAnalyst provides a field to define the number of copies that your default printer should print in a Client Server installation the default printer that is configured on the server You can s
84. s or on Saturdays You could also determine which are the busiest days for your organization Graph Summary Calling by Extensions by Day of Week Report Category Line amp Extension This gives an overview of which days each extension is most active Graph Summary Calling by Extensions by Hour of Day Report Category Line amp Extension This gives an overview of which times of the day each extension is most active Graph Summary Calling by Hour of Day by Extensions Report Category Line amp Extension This breaks down the day into hours and shows the total number of calls each extension has made over all the days in the criteria for each hour Note that this graph becomes unwieldy if anything larger than a workgroup is used i e keep the number of extensions to a reasonable level Graph Summary Calling by Routes Report Category Route amp Tenant This is a graphical form of the standard Calling by Routes report This can be used to give a visual interpretation of the amount of calls utilizing specific routes Summary Calling by Routes Report Category Route amp Tenant This tracks the total number of calls made through defined routes This report can be used to determine how many total calls are being routed through a group of lines set aside for a specific purpose Summary Calling by Tenant not available in NEC Elite CallAnalyst This is useful in cases where lines on a phone switch are leased out to
85. se Elite Call nals Manual requires Adobe Acrobat Reader Install Internet Explorer 6 0 Install Adobe Acrobat Reader 5 0 O Select CallAnalyst v 2 0 Follow the setup wizard to complete the software installation After the installation is complete you may verify the connection between the phone system and Call Data Manager CDM During installation two programs will be installed on your hard drive CallAnalyst provides you with reporting and analytical tools for your phone calls Call Data Manager CDM monitors your serial port for phone records and saves them for CallAnalyst CDM operates in the background You don t need to keep CallAnalyst running just to collect phone calls only to analyze them Network Client Installation Close all applications running on your system Load the CallAnalyst CD ROM into Your CD ROM drive The Setup program will start automatically If it does not start follow the next step otherwise skip the next step On the Windows Desktop choose Start Run run the Setup program by entering F Setup exe where F is your CD ROM drive Elite CallAnahyst is the best of call analysis tracking and accounting tools Fite Call naive as power and extensive array of reporting and bling functona hie with report automation features ahd wich hore Elite Call4nalyst NWemvork Client alos vou fo fun Elite CalA nalesi from the convenience of your own Worm Staton provided You h
86. site of a multi site installation Site Code i Long Distance Call with Prefix Localftoll free AreaCode E03 Add Delete Help Specify whether you want to discard the digits dialed after the phone number e g numbers dialed for automated phone systems DTMF digits using the Discard extra digits dialed after phone number check box Specify if you would like to see advanced caller ID information CLID by checking Advance Parsing This setting will also enable the legs of a call to be combined into one call record on certain advanced phone systems Specify whether CallAnalyst should verify call data records for completeness using the Verify completeness of call data check box CallAnalyst would not import incomplete or erroneous calls Specify whether you want to parse same call data records only once by checking Discard duplicate records If checked it ensures that duplicate records will not be parsed by Call Analyst Specify whether you want to update data in Call Analyst database in case of a new that is for first time extension line or phone number is parsed by checking Update directory dynamically Specify whether this site is configured as a Member site of a multi site installation and you want to consolidate data from all participating sites using CallAnalyst Multi Site reporter Specify whether the SMDR generated by the switch contains prefix 1 by checking Long Distance Call with Prefix If checked
87. sk for a mail sign on only when it detects that an e mail profile is configured A MAPI compliant email program such as Microsoft Outlook must be installed if you want to send email using CallAnalyst Retrieve Call Information from Remote Locations NEC With the Multi site Reporter installation of CallAnalyst you can record call data at one or more remote locations and then use CallAnalyst to retrieve the data to a central location for analysis such as generating reports The explanation of this procedure uses two terms that must be clarified the remote computer is the computer at the remote site that is collecting call information the local computer is the computer that you will use to analyze the call information using CallAnalyst Prior to analyzing the call information at these sites you must first get the call information from the remote site to the local computer using either an FTP node or your company s internal computer network The first step in this process is archiving at the remote site the data to be retrieved which can also be automated The second step of the process is retrieving the data which can either be done manually or automated In either case the following section explains the steps involved in the process Retrieving call data from a remote site Display the Remote Client Automation Setup window by selecting the Setup Remote Automation menu item in the main CallAnalyst window You will be creating a
88. sts File Edit View Tools Setup Window Help aA Contacts E Delete th Arrange 8 Close ca All Calls 7 Inbound EY Outbound Dyr Calls S Reports 2 Favorite Ge pli All Calls Displays the Call Record window which shows all call records sorted by date and time This is the same as the View All Calls menu item Inbound Displays the Call Record window which shows all incoming call records sorted by date and time This is the same as the View Inbound Calls menu item Outbound Displays the Call Record window which shows outgoing call records sorted by date and time This is the same as the View Outbound Calls menu item Reports Displays the Call Reports window which allows you to generate reports based on the type of report the report dates and many other criteria Favorite Its a dropdown list On clicking any My favorite report in the drop down list it will run the respective my favorite report Favorite Its a dropdown list On clicking any My favorite report in the drop down list it will run the respective my favorite report Contacts Displays the Contact window which allows you to assign phone numbers to a contact report the calls made to from a contact or generate a billing report for a specific contact This is the same as the Edit Contacts menu item Delete Allows you to delete a set of call records Your business may generate a large volume of call records and the delete function al
89. sword as shown above necessary to log on to the FTP server Network Server For archival of call data at a location on a network to which the local computer is permanently connected Scheduling Options Specify when you want to retrieve the information from the remote computer By Day For use with daily or weekly retrieval for which the date is inconsequential Fill in the Day of the Week and Week of the Month as appropriate By Date For use with retrieval on a given date of each month such as the ist in which case you would enter 1 in the Date field If you want to save this profile for future use click on the Save button If you do not click the Save icon CallAnalyst will not retrieve the call information at the time date specified You can save the information in this window without scheduling CallAnalyst to automatically retrieve your call records using the automation profiles You can delete or rename the automation profile at a later time To start the automation start the scheduler by clicking on the Schedule button The Schedule button is only available on server remote client installations of CallAnalyst i ee Exit the Remote Client Automation Setup tool by clicking on the Close button in the Remote Client Automation Setup window When you save the remote automation setup CallAnalyst schedules the call record retrieval You can view the list of completed tasks by right clicking
90. t Line usage by minute of day by dav of week C Account Codes Frequency amp Curation Trunk Type amp Carrier C Geographic Others Report Options IP Ys Costing M Toll Free Calls I Toll Calls View Cost Report Create a report with records which match the following descnption Inbound and outbound call records which took place on All dates by Custom Group at Site 1 A popup window appears Enter the name by which you want this report is to be referred By default Favorite Report s name is the same as that of the Report you want to add Press OK button to add the report to Favorite Reports Favorite Report Name xX Enter name for your favorite report Modify My Favorite NEC To Modify My Favorite Goto EDIT Modify My Favorite Or use shortcut CTRL M this will open the below window Oo ES Modify My Favorite My Favorite Report List May Favorite Report by extensions Detailed calling by extensions Detailed calling by day Detailed calling by lines Detailed calling by account codes Detailed calling by Area Code Inbound and outbound call records which took place on All dates by Custom Group at Site 1 Criteria Description My Favorite Report List in the left hand sideshows all configured Favorite Reports To change the My favorite report name enter the new name in the right hand side under My Favorite Report Top Right Side and click on Save Mu Favore Report Aweekly Detai
91. ta sent is arriving at destination RTS While importing call data records through COM port by checking this radio button which causes the sender to request receiver before sending call data records you can ensure safe arrival and receipt of call data record at receiver end Advanced Options Dialed number in call data output includes the trunk access code prefix Specify whether you need to dial a digit e g 8 or 9 to access a trunk line You need to check this box only if your phone system prefixes this access digit to the phone number in the data output by the phone system 91800XXXKXXXxX Discard extra digits dialed after phone number Specify whether you want to be shown any extra digits dialed after the phone number For instance digits dialed to access a phone card or for automated phone systems DTMF digits Advanced Parsing Specify if you would like to see advanced caller ID information CLID This setting will also enable the legs of a call to be combined into one call record on certain advanced phone systems Discard Duplicate Records Specify whether you want to parse same call data records only once If checked it ensures that duplicate records will not be parsed by Call Analyst Update Directory Dynamically Specify whether you want to update data in Call Analyst database in case of a new that is for first time extension line or phone number is parsed by Call Data Manager CDM Long Dista
92. tabase after the archival process is completed select the Remove Data from Database checkbox If you want to compress zip the archived file prior to sending it via email or FTP click on the Compress Data checkbox Select one of the following methods that you want to use to send the archive file Email CallAnalyst sends the archived file to specified email address as an attachment You need to specify the profile to be used of r email or the Account name and password Transfer Protocol e E mail FIP C None Mail Client Information Protile OF Account amp Password Profile Account Password ETP CallAnalyst sends the archived file to the specified FTP site If you select this option you must provide the name of the FTP server a login name and password and the directory to store the archived file Please ensure that you have all permissions for that directory Oo Transter a Cne ee C E mail FIP None FTP FTP Address fitp telepor com User Name rivum Password EL is Remate Directoy Archive None CallAnalyst only archives the file into the specified directory Specify when and where you want to archive the call records Using the following fields you can inform CallAnalyst to archive your call records anywhere from once a month to daily You must also specify the directory Local Directory in which the archived file should be created Note If you use the Browse tool to
93. te and time till where call data will be analyzed The following issues needs to be considered while setting the end date e End date should not be greater than a day compared to date of the last call in the database e Start Date time should be always greater than the End Date time e Difference between start date and end date should be less than on equal to 2 months Trunk Group Select the trunk group for which the call data has to be analyzed Time Slot Is the interval of time for which the call data will be plotted in the call distribution chart Users can specify the time interval based on the level of detail to which the data needs to be analyzed Time slot can be set in e In minutes multiple of 5 minutes e In hours 1 23 e In days 1 n By default this value is set to 1 hour Inbound Outbound Here user can select the direction of the calls that needs to be analyzed Inbound Outbound or both Details Section The section provides specific details of the data being represented in the call distribution chart r Details Total number of inbound calls 2 Total number of outbound calls a Masinun number of circuits utilized Duration tor which the maximum numberof circuits used 00 01 00 Detail Total number of inbound calls Displays the total number of inbound calls during the period of analysis Maximum number of circuits utilized Displays the maximum number of circuits utilized during the period of analysis
94. tegory Trunk Type amp Carrier This shows which long distance carrier is used and for how much time This report helps to see if the carrier is being used for the times of day it was intended This report also shows which days a carrier was used in comparison with a second carrier Busy Trunk Summary by Trunk by Day of Week Report Category not available in NEC Elite CallAnalyst This report can help determine a company s hardware needs by examining call volume at particular times of day Graph Summary Calling by Trunk Type by Day of Week Report Category Trunk Type amp Carrier This gives an overview of which days each trunk type is most active Graph Summary Calling by Trunk Type by Hour of Day Report Category Trunk Type amp Carrier This breaks down the day into hours and shows the total number of calls made on each trunk type over all the days in the criteria for each hour The need may arise to export a list of Contacts from CallAnalyst The Contact List report Category Others generates a report of all contacts thus providing an easy way to access them for export to other applications for example Rate Plan By Zone Report Category Others This provides the rates charged for each zones under the various rate plans Although this information is available within the program under rate plan setup Selected Reports Advanced Report Category Auto Attendant amp Voice Mail e Summary calling by a
95. teps Click on the New Department button on the bottom left side of the Selector dialog box This step displays the New Department dialog box Specify the department name in the New Department dialog box and click the OK button This step creates a new department on the left hand side of the Selector dialog box You can now add a group within that department To specify a new group follow these steps Click on the New Group button on the bottom left side of the Selector dialog box This step displays the New Group dialog box Specify the group name in the New Group dialog box and click the OK button This step creates a new group on the left hand side of the Selector dialog box You can now add extensions account codes and lines within the group While creating department group extension and Line Names do not use apostrophe in the names Confirm the final selection by clicking Select on the pop up menu when you right click on the interested group department The other actions available on this pop up menu are New Group New Department Expand Departments Expand All Select and Delete Item Managing Extensions After you setup CallAnalyst to collect call information from your phone system you will want to specify a set of extensions You can use this list of extensions to generate accurate reports for a select set of extensions To add a new extension follow these steps Display the Selector dialog
96. ut the caller which is transmitted between the first and the second ring from the phone company Standard Caller ID sends the caller s number only while enhanced Caller ID sends both the caller s number and name DNIS Dialed Number Identification Service is a service that identifies which number was dialed by the caller for an incoming call This is useful in a setup where there are several numbers to handle calls for specific products or services DISA Direct Inward Station Access is the feature where the caller can call in to his her voice mail and check messages or access their extension to make outbound calls elsewhere Out of Area If a phone call was made from an area where CallerID service is not Supported but you have subscribed to the CallerID service then the information CallAnalyst gets and records as is Out of Area Sometimes Out of Area calls are transmitted with the phone number only In those cases the name field will be blank Private If the caller has requested his phone company not to send CallerID information when they make calls CallAnalyst displays either Private or Blocked in the Line Name of the call record You can still assign these numbers to a contact SMDR Station Message Detail Reporting or the information about a phone call e g extension called number dialed date and time of call that is generated by a phone system Your phone system usually sends the SMDR data at the completion of an inbound or outbound
97. uto attendant by day not available in Elite CallAnalyst e Summary of first party voice mail spill over by WG not available in Elite CallAnalyst e Summary of second party voice mail spill over by WG not available in Elite CallAnalyst Report Category ANI amp DNIS e Detailed call view by DNIS not available in Elite CallAnalyst e Summary call view by DNIS by day not available in Elite CallAnalyst e Summary call view by ANI by da e Detailed call view by first party workgroup by DNIS not available in Elite CallAnalyst e Detailed call view by second party workgroup by DNIS not available in Elite CallAnalyst Report Category Agent amp WorkGroup Summary of first agent workgroup call pattern not available in Elite CallAnalyst Summary of second agent workgroup call pattern not available in Elite CallAnaylst Detailed workgroup call view by first agent not available in Elite CallAnalyst Detailed workgroup call view by second agent not available in Elite CallAnalyat Service pattern by workgroup by hour of day not available in Elite CallAnayst Summary of first agent call view by workgroup not available in Elite CallAnalyst Summary of second agent call view by workgroup not available in Elite CallAnalyst Summary of agent sign on off pattern by hour of day not available in Elite CallAnalyst Agent view sign on off by workgroup by day not available in Elite CallAnalyst Workgroup view sign on off by agent by day not avail
98. uto attendant on which the incoming call landed Carrier This is the special code used for special trunk access possibly for different carriers 1010333 Call Status This displays the exit status of the call like exit from WG Queue Auto Attendant Voice Mail etc Oo Comments Displays comments that you may enter about each phone call Sorting Call Records You can change the ordering of the displayed call records by clicking on the header of the column For example to sort by call duration click on the Duration header in the Call Records window Search and Replace Operation within Call Records NEC You can use CallAnalyst to search your currently stored call information The following procedures assume that you have already displayed a Call Record Window typically by clicking on the All Calls Inbound or Outbound icons in the CallAnalyst window To search for a particular name or number Put the cursor in the name or number column depending on what you are searching for of the Call Records window Select Edit Find item from the pull down menu in the CallAnalyst window Enter the name that you want to find and click the OK button Note This search will find any partial matches to the name or number you entered i e searching for John will return records with John and Johnson The Find and Find Next menu items search for a name or number in the active Call Records window Search for
99. w Exit the Rate Plan Setup window by clicking on the Close button in the Rate Plan Setup window Configuring Local and Toll Free Area Codes NEC Determining the Area Codes that are configured as Toll Free The installation prompts for the local area code as well as other area codes that are toll free such as overlaid area codes and 800 type numbers Following are the descriptions of each filed Local Area Code You should write local area code of your place in this frame Local Calling Prefixes If all prefixes under the local area code need to be configured as local then you need not write anything in this frame If certain prefixes are local and others are long in the Local Area Code you need to write all local prefixes in this frame Toll Free Area Codes You should write all toll free area codes which you want to configure in this frame CallAnalyst offers a tool to check these area codes and amend the list To use it select Start on your Windows taskbar and choose Programs CallAnalyst Tools There you will find an entry called Edit Area Code Info which brings up the following window Please enter the local area code 503 Enter all local calling area prefises Enter all the toll free area codes used Jong In Your area You have to use comma as the delimiter For esample where 503 i the local area code the list 977 800 886 87 7 is the toll free area code list for that area OF
100. wn for a specified workgroup Workgroup view sign on off by agent by day Report Category Agent amp WorkGroup not available in Elite CallAnalyst This enables a workgroup wise view of when agents login and logout along with reason codes during the day Grouped by Workgroup Graph Summary Service Level by Workgroup by Hour of Day Report Category Agent amp WorkGroup not available in Elite CallAnalyst This shows the Service Level percentage of calls exiting the queue that fall under the acceptable threshold time of each workgroup over each hour and averages it over the total number of days in the criteria set Summary of first second agent call view by workgroup Report Category Agent amp WorkGroup not available in Elite CallAnalyst This provides similar information as the Detailed workgroup call view by first second agent only this report has an agent centric view broken down by Workgroups to which they belong Agent view sign on off by workgroup by day Report Category Agent amp WorkGroup not available in Elite CallAnalyst This enables an agent wise view of when agents login and logout along with reason codes during the day Grouped by Agents Summary of Agent Activity by Da not available in Elite CallAnalyst This represents the number of calls taken by the agent on a daily basis and the average time between calls Graph Summary of Agent Activity by Da not available in Elite CallAnalyst This gives an
101. y Extensions by Day of Week Graph Summary Calling by Extensions by Hour of Day Graph Summary Calling by Hour of Day by Extensions Report Category Route amp Tenant Category gives you reports that help you analyze calling pattern by Routes amp Tenants These reports help to analyze phone activity by a tenant in a multi tenant installation Call costing is available Sample topics are Graph Summary Calling by Routes Summary Calling by Routes Summary Calling by Tenant Graph Summary Calling by Routes by Day of Week Summary Calling by First Agent Summary Calling by Second Agent Graph Summary Calling by Routes by Hour of Day Report Category Account Codes Category gives you reports that help you analyze calls that were made using account codes These are very useful in assigning costs based on projects or clients Call costing is available Also available are reports on tenant or authorization forced account codes used Report Category Frequency amp Duration Category gives you reports that help you identify most frequently called numbers most expensive calls long or short calls and ring time before calls were picked up or answered Call costing is available on selected reports Sample topics are e Summary of Short Calls by Lines e Longest calls by number Report Category Trunk Type amp Carrier Sample topics are Detailed Calling by Trunk Types by Time of Day Graph Summary Calling by Trunk Types Summary of
102. you to use prefix based zonal billing combined with variable time costing if required It allows you to generate reports using different rate plans and enables you to easily compare costs To configure the rate plans for use in call costing reports Display the Rate Plan Setup window by selecting the Setup Rate Plans menu item from the main CallAnalyst window Rate Plan Setup window has sections under United States International and Domestic Area Codes and has options to configure up to 3 different rate plans Specify the name of each plan Using the following list box you can select the name of one of the three available plans and then edit the name of the plan by clicking on the Edit Scheme Name button Select Call Costing Plan Plant oe United States section Specific rate information can be set for Area codes within this section In addition to a call cost you can also add a specified surcharge or percentage modification for the cost onto each call or each report or both For example hotels typically add a per call surcharge for all outgoing calls There are five different categories under this section Toll Free Zone 1 Zone 2 Zone3 and Interstate Toll Free category Set rate for Toll Free calls including local calls Most of the time toll free calls have no charge but this tab gives you the freedom to charge for toll free calls if you need to Add these area codes to the list separated by comma

Electra Elite IPK II Elite CallAnalyst User Guide

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