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1. External Data Window ales Value External Data Window Number of Orders Multiple Column XML values Multiple columns must contain the following nodes First define the columns lt GridValue gt lt Param gt lt name gt Sales lt name gt lt columns gt lt column minvalue 1 maxvalue 1 gt lt name gt Operator lt name gt lt column gt Chapter 6 24 Real Time Statistics lt column minvalue 1 maxvalue 1 gt lt name gt Sales Value lt name gt lt column gt lt column minvalue 1 maxvalue 1 gt lt name gt Orders lt name gt lt column gt lt columns gt Then define the row content lt rows gt lt row gt lt value gt Tom lt value gt lt value gt 9200 lt value gt lt value gt 7 lt value gt lt row gt lt row gt lt value gt Andy lt value gt lt value gt 8100 lt value gt lt value gt 5 lt value gt lt row gt lt row gt lt value gt Wendy lt value gt lt value gt 5630 lt value gt lt value gt 4 lt value gt lt row gt lt rows gt lt Param gt lt GridValue gt The resulting grid would look like this External Data Window Column Chooser Operator Sales Value Orders Tom 9200 Ei Andy 8100 5 Wendy 5630 4 Chapter 6 25 Real Time Statistics How To Configure an XML external data window 1 Select View gt Real Time Information gt Miscellaneous gt External Data 2 Select Create New Externa
2. 13 Click OK 14 Setting an Admin user creates a default email address to which various admin level reports such as audit logs will be automatically sent Country Numbering Plans How To Creating Country Numbering Plans 1 To cater for numbering systems in different countries MyCalls allows the entry of various parts constituting a telephone number Costing Type Trunk Prefix Minumum Area Code Digits Maximum Area Code Digits UK a 0 2 E 6 E Minumum Subscriber Digits Maximum Subscriber Digits 2 2 Y Y Fixed Format Numbers eg xxx yyy Zzzz No B 2 Costing Type defines the country costing schema used for this PBX 3 Trunk Prefix First digit of a non local number 4 The minimum and maximum number of area code digits 5 Minimum and maximum number of subscriber digits 6 Specify whether the numbers are fixed format i e the same number of digits for all numbers 7 Click OK Device Configuration Types of devices Devices configurable within MyCalls are as follows e Trunks e Extensions e DIDs Direct Inbound Dial numbers e Account codes Trunks Trunks Lines are devices that connect the PBX to other switching devices such as the PSTN or another PBX Trunks come in various types ISDN Analogue TCP IP or Q SIG depending on what the PBX is connecting to Chapter 7 8 Telephone System Configuration Organising and Naming Trunks We need to define trunks for the follo
3. Chapter 4 3 MyCalls Screen Layout PEF Alarme Timed timed 1 Licensed to User Kelmar Technical nanny Kelmar iExpires on 31 12 7106 Logged in User Tom Bru Chapter 4 4 Screen Layouts Chapter 5 Screen Layouts Introduction to Layouts Layouts are the view of MyCalls call manager that you see when you run the application A layout is made up of pages A page contains a particular arrangement of parameter windows and can be stored under a specific page name as part of a layout Changes to the arrangement of a given page is automatically stored and recalled when the application is closed and reopened Layouts along with their pages can be saved as public layouts Pages are normally arranged so that parameter windows relating to a particular set of information can be grouped and viewed together without the screen becoming overburdened with unnecessary information This is especially useful if for example you want to create a grouped view of departmental statistics Other elements of a layout which you can customize are the toolbars displayed on screen You can choose to hide or display the main toolbar grid or status bars The MyCalls window can be repositioned on your Call Control and resized so that the next time you open the application it recalls these settings and positions itself accordingly Layout Configure View Reports System User Help 3 Real Time Parameter Window 31 Real Tim Incoming Ca
4. Area Code Import To import new area codes or change existing ones select the System gt Area Code Import option This option will also allow you to modify the geographical coordinates for an area code if your country costs calls based on distance Y Y tip Only countries that are not covered by the country code 01 North America and 44 United Kingdom can be imported or edited Chapter 14 6 How To Import Area Codes 1 Click System 2 Select Area Code Import Locations Import Import or modify location area codes Edit or import area code information If the call costing for the specified country is distance based then accurate latitude longitute coordinates will be required These coordinates MUST be in decimal format Castine Name Longitude ROSEBANK ROSEBANK KELVIN RANDJIESFONTEIN HALFWAY HOUSE OLIFANTSFONTEIN HALFWAY HOUSE KELVIN KELVIN ROBERTSHAM GRASMERE LENASIA LENASIA ROSEBANK In the window that appears Select the country you wish to import or change Select Load from Database The area codes for the selected country will be shown in the grid Either select Import or Export the current area codes for the country If exporting then the file will be saved in a CSV format use an editor such as Notepad to make any changes Use the import option to bring the new version back into the system Click OK the new area codes will be saved back to the database a southAfri
5. Start Account Code Number Enter the number to start your account code range from here This must be the starting number for a valid account code range configured on your telephone system Account Code Group You can select an account code group to group this range under The values in this list are configurable under Account Code Groups The default value is set to None Click OK A block of account codes will now have been inserted into the Configured Account Codes list box You should configure these account codes with appropriate names and groups using procedures described later in this topic before clicking the OK button to complete your account code creation process Note that the account code numbers you create should correspond to those configured in the telephone system How To Editing existing Account Codes 1 From the MyCalls Telephone System Configuration screen click Account Codes 2 Click Create or Edit an Account Code in the Account Codes configuration area 3 In the dialogue box that appears click the Edit button to the right of the account code you want to edit 4 In the second dialog box that appears configure a Name for the account code and if required select an Account Code Group PBX Code Number Head Office 110 Name Account Code Group White Goods None 7 5 Click OK 6 Repeat these stages for as many account codes as you need to configure 7 Click OK
6. Absolute Durations e g a call lasted 10 minutes or the longest call for a given extension lasted 25 minutes Average Durations e g the average incoming call lasted 5 minutes Range Durations e g Minimum Maximum etc The values available are e Abandoned ring e Average abandoned ring e Average held e Average incoming e Average incoming outgoing e Average incoming ring e Average outgoing e Average ring no answer ring time e Held e Incoming e Incoming outgoing e Incoming ring e Longest abandoned ring e Longest incoming ring e Longest ring no answer ring time e Max call time e Min abandoned ring e Min incoming ring e Min ring no answer time e Outgoing e Ring no answer time Call Durations Time to Answer Gives the Time to Answer a specific percentage of calls e g how long did it take to answer 50 of calls Custom Summary Reports Costs General e Call costs e Fixed Costs e Handling costs e Max incoming call e Max incoming handling e Max outgoing call e Max outgoing handling e Overall cost e Profit Chapter 13 40 Reporting e Taxes e Total incoming call e Total incoming handling e Total outgoing call e Total outgoing handling Category Counts Category Totals Category Averages e Free e In state e Incoming e International e Local e Local toll e Long distance e Mobile e National e National Generic e Not defined e Special e Unknown Custo
7. Create a New Group Statistics View on the right hand panel Select the PBX Select the trunk groups that you wish to include in the table Click the Highlighting button Chapter 8 8 Highlighting PE Display Values Head Office a Historical gt Curent Only Interval Period Group Daily e All Analog Trunks Refresh Time 2 10 Title Incoming Calls Visibility 4 Show Title Show Group W Show Interval iW Show Value 14 Show PBs Included Incoming Call Types 52 Incoming E Overflow Display Font Highlighting OF Cancel Chapter 8 9 Highlighting A new window will appear where you can start adding conditions Drag a column header here to group by that colurme Condition Name Condition Action Color Flash Add new condition Delete condition osea Click Add new condition Condition Mame Condition Add new condition Delete condition The Edit Condition window will be presented Condition Hame Trunk Group SW Type Value Equal To 0 Action Colour Highlight Value l MO ca Click the Name textbox and enter a name for the condition up to 15 characters Condition Name Trunk Group 5 Select the condition operator Type Chapter 8 10 Highlighting Type Equal To Greater Than Ur Equal To Less Than Range Selecting Equal To Greater Than Or Equal To or Less Than will cause a single box labe
8. From the right hand list of options ensure Call Details is displayed at the top of the window and select Configure and Run Now 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls Provides a list of detailed calls the as extension or account Code Th applies to a certain range of devic Group EOE Member organisation group Tasks E B A Tw Configure and Run Now E e Daily Reports Use the onfigure and Run no y B Directors Report Daily Summary hoc report that you do not want List All Abandoned Calls Create Saved Report Item Use the Create Saved Report w List All Calls by Telephone Number you want run again with the san Schedule List Call Costs by Most Expensive Call List Most Dialled Numbers List Most Frequent Incoming Callers Summary All Abandoned Calls al AR All Calls by DID The wizard will start Select a time period which the report data will cover In this example we select This Week Include calls for the following days W Mon Y Wed 9 Fri Y Sat 4 Tue Thu 7 Sun 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls Specify the grouping criteria in this case Extension You can also limit the number of calls included in the report if required Group ltems on Report By Display each item on a new page Finally specify the call types you wish to include These can be individually selected from a range of incoming outgoing and abandoned call
9. Press the Cancel Running Backup This will instruct the call recording server to cancel any scheduled or manually started backups that are currently running Chapter 3 25 MyCalls Call Recorder Chapter 3 26 MyCalls Screen Layout Chapter MyCalls Screen Layout The Main Display The main screen for MyCalls can display any combination of real time information windows you wish to create in any position In addition to real time windows you can also view call logs and other information from the Grid Bar at the bottom of the screen Layout Configure View Reports System User Help Aa A amp AT oa hls a wr me gja St Bt at Real Time Parameter Window Ed Real Time Parameter Window Extension Statistics 12 DID Statistics i y o mege Drag a column header here to group by that column Column Chooser Drag a column header here to group by that column Extension Name Ans Abd DID Name Ans Abd Drag a column header here to group by that column Column Chooser Options Refresh Date Time System Category Action Result Description Who US Calls aj Audit Log LicensedtoUser Company Expires on 08 05 2012 Logged in User None Common features of real time information windows The windows visible on the MyCalls main screen are individually configurable Depending on the type of screen they may have a number of options available Chapter 4 1 MyCalls Sc
10. Set Start the import at row to the row number in the csv file containing the first rate record to import If you have selected The first row contains column names row 1 will be the row following the headers So if the first row of the csv file contains the column names and the second row contains data set this value to 1 Usually you will be importing a comma delimited file so set the file format to Delimited and the Delimiting Character is set to comma Some CSV files use a different character as a delimiter thus the option to select any delimiting character In some circumstances you may encounter a fixed format file where each value takes up a predefined number of characters in a fixed position in the row In this case select Fixed format and set up the position and length of each field accordingly Once you have set up the file format click next Carrier Rate Import Wizard Ene mmm Import Wizard This page allows you to specify how the external file should be interpreted You may load an external import template or modify the values manually Template Description New Template Load Import Template lf the decoded information preview is correct then click next otherwise configure the delimiting character or the fixed column widths to correct the decoded information preview Start the import at row 1 File Format Delimited Delimiting Character Fixed Width Number of columns 0 Yo
11. The actual report templates are as follows Performance e Grade of service e Response times Chapter 13 1 Reporting e Alarms Raised e Auto Configured devices e System Audit e Unused devices e Call Summary e Call Details e Call Type Summary e Group Summary e For each member e Time Profile e Top Calls e Trunk Utilisation e Directors Report The Usage reports also provide a set of custom reports which allow you to configure the result columns of the report to suit your requirements Custom reports are available for e Call Details e Group Summary e Group Summary for each member e Group Summary profile Running a report Template 12 Quick tip Whilst you can configure and run a report template directly it is not the recommended approach The correct way to configure a report is to take a report template and save it as a report item first This allows you to configure a variant of the template with specific configuration parameters The report can then be rendered at any time How To Run a Report Template immediately You can do this by clicking the Configure and Run Now link in the right pane of the reporting area You will have first had to select the relevant report you wish to run in the left pane of the configure reports window to make it the active report You will then need to configure the reports options before the report will be run and displayed in the report viewer Using Report It
12. And for numbers only Alarm on any number or no number the default value Generate an alarm irrespective of the presence or absence of a number in the call This ensures that if any of the three lists Numbers Callers Account Codes are used then the alarm will still be active NB If you set Never alarm on numbers Never alarm on callers Never alarm on account codes all at once the alarm will not be generated Chapter 11 10 Alarms Numbers G Never alarm on numbers Alarm on any number or no number G Only alarm if the number is in the list 6 Only alarm if the number is not in the list Callers Never alarm on callers 9 Only alarm if the caller is in one of the groups in the list G Only alarm if the call is not in one of the groups in the list Account Codes Never alarm on account codes 6 Only alarm if the account code 1s in one of the groups in the list Only alarm if the account code is not in one of the groups in the list Finally once you are happy with your settings you can click Finish which will save the new alarm you have created The new alarm will now appear in the Toll Fraud alarm list E Performance Alarms vee Emergency Alarms al Toll Fraud Alarms cis Status Alarms 1 44 Real Time Notifications Caller Alarms Caller alarms allow you to define an alarm that will trigger if a caller has not contacted you or you have not contacted them within a specified time
13. Head Office Daily Refresh Data Windows are updated at prescribed intervals You can select the refresh data option to force the window to be updated Configure This option allows you to configure existing window settings The actual dialog presented will depend on the window type displayed See real time window configuration in the chapter on real time statistics for more details 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls PBX Display Values Head Office Historical Current Only Interval Period Group Daily le All Trunks Refresh Time s 10 5 Title Outgoing Calls Visibility 4 Show Title Y Show Group Y Show Interval 7 Show Value Y Show PBX The View Menu The MyCalls main screen provides a view menu from which you can select various real time windows iew Reports System User Real Time Information Call Records Window Audit Log Window Main Toolbar Format Toolbar Grid Bar Status Bar bs CORE Selecting the View gt Real Time Information option allows you to create additional statistics You can choose the following statistics e Extension e DID DDI e Incoming Calls Trunks e Outgoing Calls Trunks e Abandoned Calls Trunks 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls fl Configure Real Time Parameter Windows 37 pu Daily Extension Statistics 4 Sane Daily
14. The wizard allows you to set minimum and maximum calls per hour for Trunks Extensions DIDs Organisational groups You can specify all the device groups of a particular type e g All Trunks or you can select individual device groups Minimum calls per hour Maximum calls per hour Trunk Group 0 All Analog Trunks J Include Extension groups Minimum calls per hour Maximum calls per hour Extension Group oO EH 0 EH Admin o Include DID groups Minimum calls per hour Maximum calls per hour DID Group Mia WE All Wits Performance Alarms Performance alarms are designed to measure the effectiveness of the people answering or making the telephone calls Performance alarms can be set for e Incoming Wait Time Chapter 11 4 Alarms e Abandoned Wait Time e Incoming Call Time e Outgoing Call Time e Abandoned Call Time e General Service Level e Abandoned Service Level The setup of these alarms is identical to the call rate alarms described in the previous section You select which alarm type you wish to generate e g wait time call duration etc and specify the device or user groups to which this alarm applies You can only specify one of each device group per alarm setup but you can set as many of each type of alarm as required For example to set a wait time alarm for the extension group called Sales with different wait times to the extension group called Service then you would need to create two wait tim
15. These are triggered when either no data is received from the PBX for a certain period or if the free disk space on the disk that the database is situated on is below a specified level Call Rate Alarms Chapter 11 1 Alarms Measures the rate at which calls have been handled in a one hour period This can occur if there are either too few or too many calls handled Too few indicates that calls are taking too long and too many indicates that calls may too short There are several types of call rate alarm e Abandoned Call Rate Alarms e Outgoing Call Rate Alarms e Incoming Call Rate Alarms Wait Time Alarms Determined by what is an acceptable minimum and maximum average wait time for a one hour period An average wait time that is less than the minimum value can indicate that you have too many free staff and they are just waiting for the phone to ring An average wait time that is more than the maximum value indicates that there may not be enough staff available Wait time alarms include e Incoming Wait Time Alarms e Abandoned Wait Time Alarms Call Time Alarms Determined by what the acceptable minimum and maximum average call times should be in a one hour period An average call time that is less than the minimum value can indicate that you may be rushing your calls An average call time that is more than the maximum value indicates that the calls are taking too long and you may need to speed up the conversation e Outgoing
16. if real time windows are going to be created to view the real time call activity for this user Set this to false if no windows are going to be shown This does not affect the reporting of extension call activity It is strongly recommended that no more than 100 users be configured with set to true as database and application performance will decrease dramatically Set to true if this user is going to be allowed to listen to call recording Otherwise set to false Set to 1 if Mycalls Desktop for this user is to be enabled otherwise 0 If MyCalls Desktop is not available on your system or has not been purchased then set this field to O zero This is used to present the user with a list of extensions to use if they can hot desk when they run the application client Set to true if this user is allowed to use other extensions for their daily work If they always use the same extension then set this to false This is used to specify if the extension created in the default extension can be used by multiple people in a hot desking environment or only by one person Set to true if the extension is to be made available for multiple users otherwise set to false Specifies the role within the application that the user will adopt and the features available Use one of the following values 0 User 1 Supervisor 2 PBX Administrator Leave Blank false marked fields are not used by the SL
17. to save all the changes you have made Chapter 7 21 Telephone System Configuration Group configuration Grouping devices allows you to monitor and report on overall performance of areas of your business rather than individuals You can also analyse individuals within a given group and ignore other devices or compare one group against another The first step in creating a group of devices requires you to gather information regarding groups of devices such as extensions or DIDs Once you have done this creating a group of devices is straightforward Creating and organising your groups is similar regardless of the device type being grouped You can create and populate groups of any device type and name that group according to function e g Sales or to location e g Dave s office or to indicate a device type e g BRI trunk 1 Some devices have some predefined groups namely Extensions and Trunks Having predefined groups for these devices is a convenience but normally you will expect to create your own user defined groups Viewing groups To view the members of a group click on the Group required and select View or Edit the group The group members are listed in a grid You can sort the members in different ways by selecting the column header For example to list the extensions in an extension group in order of extension number click on the Number column alternatively to list by Name in alphabetical order click on the
18. 10 Incrementing interval in seconds 5 Ending interval in seconds 60 Report ordered by Interval Transferred calls are being reported as a multiple calls ncoming Incoming Abandoned Interval Period sec Number of Calls Number of Calls 0 10 4 483 164 11 15 953 42 16 20 401 41 21 25 342 60 26 30 403 64 31 35 361 38 36 40 189 31 41 45 100 53 46 50 84 64 51 55 43 39 56 60 35 34 gt 61 243 239 To set up the above report we would set the configuration shown First Set of Call Types to Include Together Second Set of Call Types to Include Together E Unknown A AAA Select a Select Al E Incoming Conference a E Incoming Abandoned Incoming Abandoned E Incoming Abandoned Voice M select None E Incoming Abandoned Voice M Select None E Incoming Transferred E Incoming Transferred Start Value 5 Interval 5 End Value 5 10 5 60 Call Parameter Order Report Output By Ring Time a Interval Call type summary comparison This report allows comparison of two different calls types at regular intervals The intervals can be multiples of e Minute e Hour Chapter 13 29 Reporting e Day e Week The report collates statistics for the specified intervals for the duration of the reporting period Call Type Summary Comparison Created On 23 10 2008 11 41 11 Covering Period 01 08 2008 00 00 00 to 02 08 2008 23 59 59 Report Filtered To Call types used for first value set are Call types
19. Change Group in the reports configuration area Report Group ES Custom Reports Daily Reports MATE Cancel Weekly Reports 5 Select the group you wish to move the item to from the drop down menu 6 Click OK 7 The item will now be in the new group Chapter 13 12 Reporting How To Copying an existing Report Item as the basis for your new Report 1 Click Reports 2 Click Report Items 3 Click Copy Report Item Report Name OK Cancel 4 Enter the report name e g Daily Incoming Performance 5 Click OK 6 The report will have been copied How To Customising a copied Report item 1 Click Reports 2 Expand Report items 3 Select the item that you wish to customise e g Daily Reports List All Calls to Voicemail 4 Itis recommended that you copy the report item first Click Copy Report Item 5 This item once copied will appear in the list Select this newly copied report to edit 6 Click Edit Report Item 7 Anew window will open where you can change the settings Click Next to navigate through and click Finish when you have made the changes How To Deleting a Report item 1 Click Reports Click Report Items Select the item you wish to delete Click Delete Report Item Click Yes Chapter 13 13 Reporting General operations for configuring report templates and report items
20. Each column may only be used once Preview and Import Carner Rates Save Import Template Then click Preview and Import Carrier Rates Chapter 12 30 Call Costing K to complete the import Click Yes to confirm and the import will complete A confirmation dialog will appear when the import has completed Click OK Chapter 12 31 Call Costing How To Delete a Carrier Rate 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Carriers option and select the carrier name of the configuration you want to delete 3 Select the Carrier Rates option under the carrier you want to configure the settings for 4 Click Delete Carrier Rates c Calls to Message Services and Personal 3 ri Calls to Personal Numbering Services dal Directory Enquiries MARN Y dato Directory Enquiries ez A P dq13 Directory Enquiries dq14 Directory Enquiries da15 Directory Enquiries dg16 Directory Enquiries ___ dq17 Directory Enquiries da18 Directory Enquiries ___ dq19 Directory Enquiries dq2 Directory Enquiries _dq20 Directory Enquiries Select the carrier rates you wish to delete You can select multiple carrier rates by holding down control Ctrl while you select with the mouse Click OK How To Edit Carrier Rates icon on the toolbar 1 Select the Costs option from the Conf
21. Name column and so forth Identifying stray devices using Unassigned groups It is good practice to assign you various devices to custom groups that you have created Any devices that are not specifically assigned to a group will remain in the unassigned group By viewing the unassigned group for a particular device or by running a report to list the unassigned devices you can quickly track down any devices that have not been accounted for These devices may be either unused incorrectly configured or have been automatically configured and not yet assigned You can also identify infrequently used devices by running the system report designed for that purpose See reporting User Defined Groups Creating a user defined group To configure Groups Double click the Configure gt Telephone Systems gt PBX in most cases there will be only one Click on the Groups icon and select the group type PBXs Head Office gt gt y Groups Hs Account Code Groups F DID Groups E Extension Groups 4 4 Trunk Groups Chapter 7 22 Telephone System Configuration The instructions of how to create a group are the same for extensions trunks account codes etc The following examples are with the use of extensions How To Creating a group 1 From the MyCalls Telephone System Configuration screen click Extension Groups 2 Click Create an Extension Group in the Extension Groups confi
22. Type Select the extension device type from the drop down menu 12 Voicemail Timeout If the Type field is set to either auto attendant voice mail or announcement port then setting a voice mail timeout will cause any incoming calls to the extension connected for less than the voicemail timeout to be marked as abandoned 13 Click OK Chapter 7 12 Telephone System Configuration How To Creating a range of Extensions 1 From the MyCalls Telephone System Configuration screen Click Extensions 2 Click Create a range of extensions 3 Inthe dialogue window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below PBX Code Number of Extensions Head Office 1 v Start Extension Number Type Unassigned v Extension Group None M 4 Number of extensions Enter here the number of extensions you wish to create in the range 5 Start Extension Enter the number to start your extension range from here 6 Extension Group You can select an extension group to group this range under The values in this list are configurable under extension Groups The default value is None 7 Click OK How To Editing existing Extensions 1 From the MyCalls Telephone System Configuration screen click Extensions 2 Click Create or Edit an Extension in the Extensions configuration area 3 In the dialog b
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24. associated with that extension listed in a group below it Maximum report items limit 50 Report grouped by Extension Report ordered by Time of Call Transferred calls are being reported as a multiple calls Time Of Call Call Type Duration Number 2462 28 08 2008 06 38 08 Inc 00 00 19 0041338286633 28 08 2008 07 33 18 Inc 00 00 37 003861065222562 Totals 00 00 56 Total Calls 2 2471 28 08 2008 08 39 21 Inc 00 00 10 07943806596 Totals 00 00 10 Total Calls 1 2478 28 08 2008 01 57 53 Inc 00 00 14 07947328478 28 08 2008 06 04 56 Inc 00 02 28 07843602887 Totals 00 02 42 Total Calls 2 2541 28 08 2008 08 32 33 Out Abd 00 00 00 01737761201 28 08 2008 08 32 52 Out Abd 00 00 00 01737761201 28 08 2008 08 33 00 Out Abd 00 00 00 01737761201 28 08 2008 08 33 07 Out Abd 00 00 00 01737761201 Extension 2462 is shown with two calls 2471 has 1 call 2578 has 2 calls and 2541 has 4 calls Calls are ordered by ascending time of call earliest first Types of Grouping screens found in the reporting wizard Different report templates provide varying levels of grouping complexity or format dependent on the type of report The simplest type of grouping comprises a drop down menu of device types More complex reports allow you to select the device and select groups and types of device Grouping in Call Detail reports The simplest type of grouping allows you to select the grouping item from a drop down menu Chapter 13 17 Reporting Grou
25. cccccooccnnconocnnnonancnnnnnnonnnonaronnonanonnonononnnonaronnonanonnss 29 How To Contisure Grade Of SERVICE nl piola 30 1506 002 R3 5 0 0 MyCalls Advanced Call Management System YS OS arriero tancia cto sortea eta 30 A PM UE O rg TN 1 PPP teens reticcseca caponedeinetensenicassneciacaesnes 1 EFORCE TONY VOM SHS ACN cca casccutecanesaseennnteaesnneoesa E 1 SENE COC ION ca rita 2 Highlighting Real Time SUAtiSU CS sisi cidcid 3 How To Configure a Trunk Group Statistics Highlighting cooocccncnnncnnnonacnnnnnanonnnnanonnnonaronnnnns 3 Highlighting Single Value WINGOWS ccc csseccccssscccceseccceeececeeusececeuececsueecesseusecessuaecessegeceesenesetsensses 8 How To Configure Single Value Highlighting ccscccccsssccccessececeesececeeeceeeenseceesenecesseneceeseees 8 Ario PPP E E A A E A A A E E 1 Organisation and Users cvs a 1 Organisation VIS Wes E 1 WV CONGEUTE US S ec ne a ee ee ne err ene ee re 2 Understanalas User ROSS sandia 2 Organisation Group Configuration ccccoocccnccnocnncnnncnnnnnanonnnnnnonnnonaronnnnannnnonononnnnnnornnonanonnnnnnonnnnnninnnnnas 3 How To Creating a new Organisation group ccccssccssccsccescceucceucceucceuecesecsueceeeeseeeseesseenseenaeenes 3 How To Editing organisation group configuration cccoocccnccnncnnnonnnonnnnanonnnnnacnnnnnnnnnnnnnnonnnnnnonnnnnas 4 Deleting Organisation GrOuUPS cccssecccccsseccccesscccesesececeeeceeseece
26. 01 01 2011 00 00 00 31 01 2011 23 59 59 Head Office Number of Calls Average Duration Average Ring Time Answered Abandoned Outgoing Answered Outgoing Answered Abandoned 37 7 6 00 00 05 00 00 41 00 00 01 00 00 03 Head Office Time Of Cal Total Ring Time Dialled Number Location Duration Longest Waiting 1201 2011 i y Incoming Call 16 04 37 00 00 05 00 00 05 0115496012 Pra ae fens 00 00 08 0115469333 ra Expensive eich E 0115469763 Current Page No 1 Total Page No 2 Zoom Factor 100 The report includes the Number of calls Average Duration and Average ring time statistics along with the longest waiting periods for incoming and incoming abandoned calls as well as the most expensive call made during the period Playback Audit This report will provide a list of playback activity audits over a given reporting period Chapter 13 32 Reporting la Playback Audit Configuration Lo E E Specify the users to be included in the report Atleast one group must be selected You may reduce the users in the report still further by using the Organisation Group filter Included Organization Groups El Organisation Select All Select None Include sub groups of selected groups Group the report according to the user Include Audits for a Who performed the operation 4 Call Playback Whose calls were listened to or exported Call Export Call Clips The call must be listened to for a minimum of 7 Configurati
27. 01 08 2008 14 15 55 01606 9979978 Dave Simmons 41 WOT 14 09 065 00 05 44 Auto Configured devices A simple report showing all automatically configured devices during the reporting period Auto Configured Devices Created On 24 10 2008 15 38 06 Covering Period 01 08 2006 00 00 00 to 24 10 2006 23 59 59 PBX Type Date Number Name PBX Record Extension Head Office Extension 01 08 2008 14 15 55 01606 9979978 Dave Simmons 41 IWOT 14 09 065 00 05 44 System Audit This report shows a record of system audit entries for the duration of the reporting period Audits are generated by the system when an event occurs such as starting or stopping of a service System Audit Created On 24 10 2008 15 44 22 Covering Period 24 10 2008 00 00 00 to 24 10 2008 23 59 59 Report Filtered To Only include CPEs taurus ERE Date Category Action Result Description Who Taurus Taurus 24 10 2008 09 48 13 Application Stop Success Call Processor SYSTEM Unused or infrequently used devices Allow you to keep track of devices which are infrequently used Unused or infrequently used Devices Created On 24 10 2008 15 47 27 Coverng Period Since 01 06 2008 00 00 00 PBX Date Number Name Head Office Never 0514 DDI 514 Never 05 6 DDI 576 Never 0566 DDI 588 Chapter 13 23 Reporting Usage Reports Detail and Summary reports Call detail and Group summary reports produce individual detailed statistics or cumulative statistics for calls over a
28. 02 08 2008 16 00 00 02 08 2008 20 00 00 128 00 02 33 00 00 16 00 15 05 00 01 40 128 00 02 33 00 00 16 00 15 05 00 01 40 02 08 2008 20 00 00 03 08 2008 00 00 00 21 00 00 12 00 00 04 00 05 01 00 01 16 21 00 00 12 00 00 04 00 05 01 00 01 16 Configuration requires you to set the Interval count and the interval value For example an interval count of 4 and an interval setting of Hour will give a report statistic calculated every 4 hours Ordering can be based on The specified interval Default Number from 1 or 2 call type Maximum ring from 1 or 2 call type Maximum Duration from the 1 or 2 call type Average duration from 1 or 2 call type First Set of Call Types to Include Together Second Set of Call Types to Include Together E Unknown Incoming i Comi Select All E Incoming Conference i E Incoming Abandoned Incoming Abandoned E Incoming Abandoned Voice M N E Incoming Abandoned Voice M Select None E Incoming Transferred 0 E Incoming Transferred Interval Interval Type i Order Report Output By Interval A Chapter 13 30 Reporting Group Summary time profile This report gives a group summary presented at specified time intervals The time interval settings are specified as the interval count and the interval value as per the previous call type summary comparison report The difference with this report is that you specify a group of devices to report against as shown below Dev
29. 41 Covering Period 18 11 2008 00 00 00 to 18 11 2008 23 59 59 Report Filtered To Show summaries for the device type Trunk Transferred calls are being reported as a single call Group Inc Abd Ans Abd Ans after 30 secs o Abd after 30 secs Head Office All Trunks 3 0 100 00 0 00 33 33 0 00 Daily Outgoing Call Performance Provides a summary of outgoing call performance The information included on the report is user selectable along with the headings and widths of the columns used to display the information Custom Group Member Summary Daily Outgoing Call Performance Created On 18 11 2008 11 34 52 Covering Period 18 11 2008 00 00 00 to 18 11 2008 23 59 59 Report Filtered To Only include call types Outgoing or Outgoing Conference or Outgoing Abandoned or Outgoing Transferred or Outgoing Op Assist or Outgoing Line to Line or Network Outgoing Show summaries for the device type Extension Transferred calls are being reported as a multiple calls Group Out Abd Out Avg Out Time Max Call Time Total Time Busy Time Busy Time Free Head Office All Desk Phones 235 Reception 0 0 00 00 00 00 00 00 00 00 00 0 00 0 00 300 Mark 0 0 00 00 00 00 00 00 00 00 00 0 00 0 00 301 Max 0 0 00 00 00 00 00 00 00 00 00 0 00 0 00 Totals 0 0 00 00 00 00 00 00 00 00 00 Chapter 13 7 Reporting List All Abandoned Calls Provides a list of abandoned calls that are grouped by a specified device type such as extension or ac
30. Alarm Distribution List e to the email members of the Alarm Distribution List This alarm should be displayed as Information o Next you need to specify which Extensions Users and you wish to include or exclude from these rules In this example we exclude Reception and Customer Service from the alarm list This is because these groups may well make legitimate calls to mobiles during the day You may need to reconsider how you have organised your groups as any extension can only belong to one group You may need to split the groups into smaller units for example Customer Service Staff and Customer Service Mobile Callers so that you can ensure only the Customer Service supervisors can call out to mobile numbers y Toll Fraud Alarm Configuration Wizard o Toll Fraud Alarm Wizard This page allows you to specify the included extensions users and pilot numbers Alarm notifications will only be sent if the extension user and pilot number present on the call are included in the groups configured below Extensions Include all extensions Include extensions in this group Exclude extensions in this group Reception x Pilot Numbers Include all pilot numbers Include pilot numbers in this group Exclude pilot numbers in this group Users Include all users Include users in this group Exclude users in this group Se You can specify full or partial numbers to include in the alarm conditions At this poin
31. Calls 3 List Call Costs by Most Expensive Call 29 List Most Dialled Numbers vee List Most Frequent Incoming Callers a E Summar All Abandoned Calls ni Summary All Calls by DID l ree E Summary All Calls by Exdension 3 Summary All Calls by Trunk l e E Summar All Incoming Calls 3 Summary All Outgoing Calls And the following figure shows the weekly and monthly reports 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls epot Monthy Summary E List Most Dialed Numbers a List Most t Incoming Callers 3 oo Summary All Calls ve Summary All Calls by Extension h E a EA TE JE YOLA l s 3 Directors aoa Weekly Summary 3 List Most Dialled Numbers 3 List Most Frequent Incoming Callers 3 Summary All Calls 3 Summary All Calls by Extension A Summary All Calls by Trunk You can produce your own tailored reports using a MyCalls report template This allows you to select the reporting period s and grouping options The available templates are System Audit Lists the audit entries created during the operation of the application Call Details Shows a list of calls Each call is itemised separately Calls can be grouped For example if you set the grouping by extension all calls for each extension appear together Group Summary This produces a summary of calls to all Extensions all DIDs or all Trunks A single line of statistical data is produced show
32. Click Create or Edit an Account Code The Edit Account Codes screen appears 3 Click Add New Account Code 4 In the dialogue window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below PBX Code Number Head Office Name Account Code Group None v 5 Number Enter here the number of the account code you wish to create This must be for a valid account code configured on your telephone system 6 Name Enter a name for your account code to identify its purpose If left blank the system will populate this field with the Number 7 Account Code Group You can select an account code group to group this code under The values in this list are configurable under Account Code Groups The default value is set to None Click OK How To Creating a range of Account Codes 1 From the MyCalls Telephone System Configuration screen click Account Codes 2 Click Create a Range of Account Codes 3 In the dialogue window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs PBX Code Number of Account Codes Head Office 1 Start Account Code Number Account Code Group None v Chapter 7 20 Telephone System Configuration Number of Account Codes Enter here the number of account codes you wish to create in the range
33. DIDs Head Office Today J3Unreturned calls single value window Unreturned Calls for Today filtered to DID Group All OIDs gt Drag a column header here to group by that colum Column Chooser Date Time From Device To Device Number Location 4340112011 15 25 001 001 205 205 01606643101 Northwich eee Pere teeter ee ere reer ererr rete ter eeterereeerr A NO 43012011 15 25 001 001 205 205 01606643102 Northwich occas Stee cee ce Ee EE ee EE EE EEE EEE 3 01 2011 15 24 001 001 01606643102 Northwich 13 01 2011 1249 001 001 205 205 01606643101 E Morthwich Unreturned calls list window Chapter 6 5 Real Time Statistics Combination Value windows Combination value windows provide graphical representation showing call volume histograms and the maximum and minimum number of calls mapped against average values Combination values can only be displayed for historical statistics i e daily and 24hour and can display min max bar charts for each hour and a line graph overlay showing the average values over time verd Calls i Minimum Wait 4 Maximum Wait 11 USA Answered Calls Answered Average Moving the mouse over the graph will show the Average and Min Max values in a context window Answered Average Average Wait 7 5 at 11 00 The Combination values work best when looking at and comparing different call types such as Outgoing and I
34. In order to create a report item you will need to configure the report so it renders the information you require There are a number of steps involved and the exact sequence is dependent on the specific report and also on the selections you make during the configuration process There are a number of operations common to many of the report templates and these operations such as setting the reporting period filtering etc are described generally below All configurations of reports are accomplished via the report wizard The Report wizard Creating and editing report items will involve using the report wizard The wizard takes you through various pre defined steps and allows you to construct your report Each step deals with a distinct aspect of producing the report and whilst the details of each step will vary dependent on the specific report being produced the general type of information being configured fall into the following categories Reporting period Defines the period for which the report collates data This can be for as small a period as a few hours to a complete report covering a year or more Grouping Define the way in which the report groups the results For example you may wish to break down your report by extension or extension group you may wish to break down the report by grouping together calls of a specific type such as outgoing or incoming Consolidation of transferred calls Each segment of a transferred call eithe
35. Incoming Incoming Ring Ower Long Calls Abandoned Ring Up To Long Waits Abandoned Ring Over Outgoing Short Calls Drag the columns to define their order from left to right on the report If you wish you can preview the report at this time by clicking the Preview Report button You will see a resulting report which shows the columns configured but the data will not be accurate Complete the configuration of the rest of the report i e Filtering Transfer consolidation and call types Save the report item Custom Report Parameters Custom reports by definition can contain a very wide range of parameters in the various report columns Depending on the purpose of the report you will select parameters from one or more main categories The actual parameters available for your custom report will differ depending on the custom report template you have chosen to base your report on Parameters can be selected from the Available Information option in the custom report configuration wizard Chapter 13 38 Reporting ao Change Styles h 5 X N ml a report Abandoned Ring sults of different groups over the same time period Average Abandoned Ring pe to group by CANNOT be one used in the filter Available Information button and select or fy the order by clicking on a header and moving it vill also remove the information from the report Average Held Average Incoming Average Incomi
36. OOF Second Charging Period Charge 0 00000 b de 00 00 OO for the next 00 00 00 Thereafter S 5 Fixed Er Charge 0 10700 Pes 00 01 00 8 Click OK Adding or importing Carrier Number ranges As mentioned previously in order for MyCalls to correctly cost a call it must relate the number dialled OLI to the call rate This is accomplished by associating a number dialling code to a rate name created in the carrier rates table Using this relationship MyCalls can determine the rate to use for any given call and by applying the appropriate call period dependent on the time the call was made MyCalls can calculate the call cost from the rate scheme for that period Carrier Mobile International and Special Numbers Chapter 12 33 Call Costing Each carrier can have a selection of e mobile number dialling codes e International dialling codes e special number dialling codes e g emergency or premium rate The system allows general codes to be assigned to a general rate e g 77 for a mobile number might be assigned to a rate called mobile1 whereas more specific numbers e g 7701 7702 can be assigned to other rates Specifying a number as one of the mobile numbers or a special number allows extra flexibility when reporting Carers EE ET Business test ied E Costing Periods For international numbers the international countries are identified and you will need to assign a rate to each
37. PBX system Chapter 15 4 Importing Data Into MyCalls How To Importing Users From the organization window Configure gt Organization select organization or one of the organization groups Select Import users ted alue csv file The format is Group Name Abbreviation Password Email Address ts true false Enable Playback true false Call Control 0 none 10 jon Ha pa api User Type 0 User 1 Supervisor 2 PBX Admin al t sion nai All fields must be oo but can be blank Filename PBX that users logon to C Users james Desktop Users csv Head Office lr First line contains column headers Users to import Group Name Abbr Password Email Address Job Title Login Extension Organisation Rob Smith RS RgjE82S Rsmith acme com Managing Director 1687 201 Organisation Sales Steve Gates SG__ S lodG SgatesGacmecom Sales Team Leader 3684 202 Organisation Sales Chloe Fields CF CJc43v4F CfildsGacme com Sales Assistant 6428303 Organisation Sales Emma Cooper EC EofiZhBC Ecooper acme com Sales Assistant 9567 304 Z Organisation Support ss StanMcKay SM Si832QM Smckayfacme com Support Team Leader 1095 305 Organisation Support Kyle Marsh KM KuYSglM Kmarsh acme com Support Engineer 1943 306 Organisation Support Eric Johnson EJ EG9ss0J__ Ejohnson acme com Support Engineer 4073 307 A ey Specify the file to import load and import the users in the same way yo
38. Remove Vertical Spacing Equal Spacing Spacing Spacing Chapter 5 11 Screen Layouts The format menu and the alignment tools shown above are disabled unless multiple windows are selected The options available are as follows Alignment Align Windows left Align all selected windows to the left hand edge of the first selected window Align Windows Right Align all selected windows to the right hand edge of the first selected window Align Windows Top Align all selected windows to the top edge of the first selected window Align Windows Bottom Align all selected windows to the bottom edge of the first selected window Align Centres Horizontally Align selected windows along the horizontal axis Align Centres Vertically Align selected windows along the vertical axis Sizing Make heights equal Set all selected windows to the same height Make widths equal Set all selected windows to the same width Make heights and widths equal Set all selected windows to the same width and height Distribution Make horizontal spacing equal Space the selected windows equally across the width of the screen Increase horizontal spacing Increase the distance between selected windows across the screen Decrease Horizontal spacing Decrease the distance between selected windows across the screen Remove horizontal spacing Remove spacing between selected windows across the screen Make vertical Spacing equal Space the selected windows equally across the
39. Reports involving time intervals and profiles coooooccnnoncnnnnnnocnnnnnacnnnonaronnnnnnonnnonarcnnonanonnos 26 Call sUmimarhyOVer same INDI Allis caca nadal 26 Call Summary Time Distribution Report cccoocccnnonnccnnonnnonnnnnnonnnonaconnnnnncnnonononnnonarnnnonarcnnonanonnnnanoss 28 Cal iype summary Compar ON aiii 29 Group summary UNED Ms 31 Special Usage REDO Sonena a a aa 31 CUSTOM REDONS ai A eden te ouaeurens 36 Whatisa CUSTOM REDO artritis 37 HOW TO Setup a CUStOnTREDO Rania 37 Custom Report Parameters ia dci 38 Custom Report Parameters fall into the following main Categories coooccnnonnccnncnnncnnnonaconnnnanonoss 39 Custom Summary Reports Call DuratiOnNS ccooccccnncnnnnonnnonannnonacnnnnccnnnarononacononannnnnrnnonarononarinonaso 39 Call DUFATIONS GENES Ai NE As 40 CallDUratioAs TIME to ARS Wes dados 40 Custom Summary Reports Coss E aE EEEE E 40 A RO 40 Category Counts Category Totals Category Averages ccccccsseseceseceeensceeeeesseeeceseeceeeueseeeneees 41 Custom Summary Reports Call COUNTS cccccsssccccessececceseccceeescceceesececeeneceeseenecessueceeseneceesegeeeeeas 41 Rine DB fou ole AP ST SER tr eon re OE EE AN ee eee oe 42 Custom Summary Reports Call Count Percentages occccoccccnncnnnonccnnnncnnnnacononananonacononacnnnnccnonaninonass 42 Custom Summary Reports PErfOrMANCe cccccsecccssecccsecccsecceecsceecsceuecseensceeeuceeeuacsseueceeeueseeeusss
40. The check can be made on a recurring basis as either on a specified day in a week at a specified time or ona specific day in a month at a specified time Calls that are too short in length can be excluded for example if a call was answered by voice mail or answer phone Caller Billy has not J made contact J been contacted F using account code white Goods on a call lasting more than 0 al minutes inthe past 0 day week month The check should be made at 12 03 on Fri the 1 day of the month Chapter 11 11 Alarms Alarm Schedules An alarm schedule is a named configuration that allows you to specify when an alarm will be active Alarms schedules can be configured to be e Active for all dates or for a fixed date range e Active for all times of the day or for a fixed period of time e Active for all days of a week or for a selection of days d Between these dates dl Please select the times during the day you would like the alarm to be active Always T Between these times 3 gt ON Please select the days on which you would like the alarm to be active Every day On these days Sut fon Tue e It is very useful to create alarm schedules for out of hours times as well as alarm schedules for working hours This allows you to configure multiple alarms of the same type but with different schedules so they act differently For example you may desire that calls cannot last more than 60 minut
41. View PBX Display Values EE O Historical Current Only Group Interval Period Admin Daily F All Analog Phones All Announcement Ports 3 Refresh Time s E All Auto Attendants 60 a F All Cordless Phones AM Desk Phones All Digital Phones m Edit Title Font All Extension Types All Non PBX Phones Edit Statistics Font 4 If your MyCalls configuration is using more than one PBX then you can select between configured PBXs using the PBX drop down list 5 Group Select an Extension Group or multiple groups from the list of available groups in the group list window By default selections for All Desk Phones All Digital Phones All Extension Types All Non PBX Phones All System Phones All User PBX Phones All User Phones All Voice Mail Ports and Unassigned Extensions will be available Additional entries are configured through telephone configuration 6 Display Values You can select to display either historic of current values If you choose historical then the intervals available will be either Daily or Hourly Daily will display statistics for Chapter 6 10 Real Time Statistics the current day whilst hourly will display the statistics for the current hour of the day If current only is selected then the intervals available are Last hour and this is rolling time period for the previous 60 minutes from the current time 7 Interval Period After selecting the display v
42. a display Screen refresh does not correlate with the time frame used for real time calculations Skills Based Routing An ACD capability that matches a caller s specific needs with an agent that has the skills to handle that call on a real time basis Talk Time Everything from hello to goodbye in a phone call In other words it s the time callers are connected with agents Anything that happens during talk time such as placing customers on hold to confer with supervisors should be included in this measurement Chapter 17 8 Acronyms amp Glossary TCP IP Trunk A trunk that routes calls through the internet rather than the PSTN Telemarketing Generally refers to outbound calls for the purpose of selling products or services or placing informational calls to customers prospective customers or constituents Time Parameter Distribution Report Report that list the number of calls that have either a wait call or hold time within a specified time period The time periods can start at any value end at any value and each interval can be any size Toll Fraud alarms Determines whether a call is too expensive or lasts for too long or is to from a specific destination Trunk Also called a line exchange line or circuit A telephone circuit linking two switching systems Trunk Group A collection of trunks associated with a single peripheral and usually used for a common purpose Trunk Load The load that trunks carry Includes
43. and automatically distributed Whilst having on screen statistics is useful for daily activities for more detailed planning and monitoring you need to use the reporting engine When to run reports MyCalls offers a large selection of pre defined reports that can be configured to look at every aspect of your call usage There are two main types of report Lists and Summaries A list report will display individual call details showing the time date CLI and other information relating to the call A summary report will display the number of calls totalled up as well as other statistics The reports can be easily renamed copied and customised Selecting which reports to run Reports can be either run in an ad hoc manner where they are configured and run as they are required or as a saved report item Saved reports can be run on demand or grouped together and run as a report schedule at a specified time Creating and Using Report items from a template Report templates are the definitions that form the basis of all reports The report templates are organised into categories of e Performance Used to show general performance indicators such as grade of service and responsiveness e System Details alarms audit logs auto configured devices and unused or infrequently used devices e Usage Wide ranging reports showing phone system usage grouped and filtered by any combination of parameters Reports can contain itemised details or summarised data
44. and the editing of call recorder settings and recording rules Chapter 3 20 MyCalls Call Recorder How To Add Call Recorders to the MyCalls Configuration 1 To add a new call recorder click the Add Call Recorder button The window below will appear Call Recorder Configuration ETAS Specify the Call Recorder Type Before the configuration for a call recorder can take place the type of call recorder needs to be specified Call Recorder Type Retell B None ox E _ 2 Select the call recorder type from the drop down menu and enter a name e g Crompton Road 3 Click OK 4 The call recorder will now appear in the Installed Call Recorders section Installed Call Recorders Name Main Office Crompton Road Add call recorder Delete call recorder 5 Select the required call recorder and click Edit 6 The Call recording configuration screen will be displayed Chapter 3 21 MyCalls Call Recorder Recording Server Name callrecorder pig Recording Rules Playback Port Download Speed KBits sec 3600 50000 Recording Backup Archive Port 3802 Test Connection Trunk Type Digital Assign Digital Assign Digital Assign Digital Assign Recording Server Name Enter the name of the call recording PC Playback Port Archive Port Playback Speed These do not normally require changing Test Connection Press this button to check the call reco
45. and their account code groups as set through the telephone configuration or auto learned from the PBX In the Hourly Cost column you can assign per account code a pro rata hourly rate You can copy a value to multiple account codes by right clicking the mouse button and copying then selecting and pasting onto the other account codes Click OK Editing DID Handling Costs DID handling costs are used to specify pro rata hourly rates that will be applied and charged for a DID number whilst handling a call How To Editing DID handling costs 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Handling Costs category in the left pane of the window This will display all available PBXs in your enterprise Expand the PBX you want to configure the costs for 3 Click the DID Costs option 4 Click Edit DID Handling Costs Number Name Group Hourly Cost 400 400 None 0 00 401 401 None 0 00 001 001 None 0 00 3343 3343 None 0 00 5 This window will list all DID numbers along with their DID names and their DID groups as set through the telephone configuration or auto learned from the PBX In the Hourly Cost Chapter 12 10 Call Costing column you can assign per DID a pro rata hourly rate You can copy a value to multiple DIDs by right clicking the mouse button and copying then selecting and pasting onto the other DIDs 6 Click O
46. applied to the standard one 10 Click OK Creating a range of Trunks How To Creating a range of Trunks From the MyCalls Telephone System Configuration screen click Trunks Click Create a Range Trunks in the Trunk Configuration area In the dialogue window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs PBX Code Number of Trunks Head Office 1 v Start Trunk Number Type Unassigned Trunk Group Alternate Carrier None Mone Chapter 7 10 Telephone System Configuration Number of trunks Enter the number of trunks you wish to create in the range Start Trunk Number Enter the number to start your trunk range from here Trunk Group Select the trunk type from the drop down menu Alternate Carrier Assign an alternate carrier to the trunk range This means that calls made on this trunk can have different costings applied Click OK A block of trunks will now have been inserted into the Configured Trunks list box You should configure these trunks with appropriate name and options using procedures described later in this topic before clicking the OK button to complete your trunk creation process Note that the trunks you create should correspond to those configured in the telephone system Editing existing Trunks How To Editing existing Trunks 1 From the MyCalls Telephon
47. as the default user when the user logs on to MyCalls To Summarise e Only Users enabled for Hot Desking can select an extension other than their default e Any Extensions enabled for Hot Desking will appear in the list of available extensions when logging on as well as the extensions for which the user is the default user Once the hot desking options have been enabled for both users and extensions then the user will be presented with the extension list whenever they log on l Extension Selection Extension Selection Please select the extension you are working at Your usual extension has been preselected FEX Head Office Chapter 2 2 MyCalls Call Manager The user should select the extension that they wish to control which will then be the extension controlled from the call control toolbar etc Users can be enabled for hot desking in the user configuration and extensions can be enabled for hot desking in the extensions configuration Chapter 2 3 MyCalls Call Recorder Chapter 3 MyCalls Call Recorder The MyCalls system provides access to call recordings using the calls list on the front screen From the calls list you can see ata glance any calls which have been recorded and you can playback these calls simply by clicking the call playback icon Enabling Users for Call Playback Any MyCalls user can be enabled for call playback Once users have been created then anyone logging into MyCalls as a user
48. available for entry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below FBX Code Number Head Office 100 Name Default User 100 Sam Users Select Type Extension Group Unassigned None Voice Mail Timeout Seconds Enable Real Time Statistics 0 Enable for Hot Desking 5 Number Enter the number of the Extension you wish to create This must be for a valid extension number configured on your telephone system 6 Name Enter a name for your extension to identify its use If left blank the system will populate this field with the Number 7 Extension Group You can select an extension group to group this device under The values in this list are configurable under Extension Groups The default value is set as None 8 Enable real time statistics This option should be enabled if you want call data collected from the telephone system for this extension to be included in the real time statistics It is good practice for extensions not used to have this option disabled so as to minimize unnecessary processing 9 Enable for Hot Desking Makes the extension available for inclusion in list of available extensions when logging in to MyCalls 10 Default User Specify a default user using the select button See default user section You can assign a default user to an extension to enhance reporting A default user is someone who regularly uses the extension 11
49. by hovering over the Organisation group and releasing the mouse 4 Youcan also use the Edit User Configuration window to change the organisation group 5 Select the user you wish to remove from a group 6 Click Edit User Configuration Name Abbreviation Job Title John Sales manager pec Sn User Role Organisation Sales ales PRX Administrator A Office admin Password MEE Last Modified By sales iio KELMAR SOFTWAREwmaxine Email Address Creation Date Last Modified Date 06 10 2008 15 41 58 16 10 2008 11 40 00 Enable Real Time Statistics J Enable Call Playback 7 Inthe window that appears simply use the drop down menu group and assign them to a different group 8 Click OK Importing users You can import a csv comma separated values file directly into MyCalls to speed up user setup Chapter 9 9 Organisation and Users How To Import Users 1 From the Organisational Configuration screen click Import Users Filename PBX that users logon to Head Office 7 In the window that is displayed select a valid csv file by clicking the Browse button navigating to the file then selecting it and clicking Open On the Import Callers window click Load to populate the Users to Import list box with any valid entries from the CSV file that have been found Further editing is possible in the grid before committal Click OK Chapter 9 10 Call
50. calls real time windows The unreturned calls operate differently to other real time statistics windows in that they can be displayed as a list format showing all unreturned calls currently active or they can be displayed as a single value window showing a total number of currently unreturned calls You can create an unreturned calls window for each device type allowing you to show the unreturned calls for a specific group of devices such as extensions DIDs etc How To Create an unreturned calls real time window Select View gt Real Time Information gt Single Value Select the type of device group you wish to filter the unreturned calls on so if you want to see all the unreturned calls coming into a group of DIDs then select DID groups gt call rate gt unreturned calls Select Single Value or Call List depending on the display type you require Set the Interval period either to Last 24 hours or today which shows calls from midnight previous Select the device group either system or user created group Click OK Chapter 6 4 Real Time Statistics vou have selected n your telephone Display Type 5 Single Value Call List Interval Period Group Toy ie ANDI Refresh Time s Title Unreturned Calls Wieibility Show Title Show Group Show Interval Show Value Show PBs Real time calls window configuration dialog The resulting windows look as follows Unreturned Calls All
51. contacts Agent Status The mode an agent is in e g talk time after call work unavailable etc All Trunks Busy ATB When all trunks are busy in a specified trunk group Generally Trunk Usage reports indicate the percentage of trunks busy over a period of time as a percentage of potential usage for the whole group over that period Analogue Telephone transmission or switching that uses a fluctuating voltage signal to transmit information Analytics Advanced data analysis and reporting tools that enable the organisation to better understand customer trends and business activities Chapter 17 3 Acronyms amp Glossary Announcement A recorded verbal message played to callers Answered Call When referring to an agent group a call is answered when reaches an agent Auto Wrap Up An ACD feature whereby the ACD is programmed to automatically put agents into after call work after they finish talk time and disconnect calls When they have completed any after call work required they put themselves back into available Automated Greeting An agent s pre recorded greeting that plays automatically when a call arrives at his or her telephone station Automatic Call Distributor ACD A mechanism controlled by the PBX switch or call management software which can distribute calls among agents in an attempt to even out the distribution of calls to each agent Automatic Number Identification ANI A telephone network feature that p
52. device from a group Chapter 7 25 Telephone System Configuration How To View or Edit group membership From the MyCalls Telephone System Configuration screen click Extension Groups and select the group you want to configure Click View or Edit the Group in the Extension Group configuration area In the dialog window that appears you will see a list of group members which have already been created alternatively you can create new members for the group by clicking on the Add new extension button and creating a new member directly in the group Each group member will show details of the member for example extension number name device type group and whether or not real time statistics are enabled Drag a column header here to group by that column Number Name Type Group Enable Statistics 2817 mike Digital Desk Phone SALES F Edit 2968 Tony Digital Desk Phone SALES Edit 5 You can edit the Device Name Type Group Enable statistics You can also edit the default user for the device by selecting the Edit button Changing the group will remove the device from this group once the OK button is selected Chapter 7 26 Telephone System Configuration Miscellaneous configuration How To Configuring colours 1 The colours can be changed to represent the various extension states and call types 2 To change the colours click Configure gt Colours 3 To alter the colours click Edit n
53. file an appropriate name e g Extensions Import File Save the file in a memorable location Extensions Import File Excel Workbook xlsx Excel Macro Enabled Workbook xlsm Excel Binary Workbook xlsb Excel 97 2003 Workbook xls AML Data Farm Single File Web Page mht mhtml Web Page htm html Excel Template xltbx Excel Macro Enabled Template xltrn Excel 97 2003 Template xlt Text Tab delimited bad Unicode Text bet AML Spreadsheet 2003 xml Microsoft Excel 5 0 95 Workbook xls CSV Comma delimited csv Formatted Text Space delimited prn Text Macintosh bd Text MS DOS ba CSV Macintosh csv CSV M5 DOS csv DIF Data Interchange Format dif SYLE Symbolic Link slk Excel Add In xlarn Excel 97 2003 Add In xla PDF pdf APS Document xps OpenDocument Spreadsheet ods Open MyCalls Log in as a user with administrative privileges Otherwise log in as Installer Click Configure gt Telephone System gt PBXs gt Head Office gt Devices gt Extensions Chapter 7 15 Telephone System Configuration Select Import Extensions in the right hand panel ES Configure Telephone System Elf PBXs er Head Office Extensions Gf Agent Control An extension station is set up to be a predefined type A user extension would c A Call Control be typically setup to be eithe
54. for security purposes The call recordings when backed up are still encrypted and can only be played using the MyCalls system The backup can be scheduled to occur at set times and split into different volume sizes for storage on to CD or DVD The split volumes create a new directory for each split and increment a number at the end of the volume name to ensure they are unique Once call recordings have been archived the system can remove the actual recording from the computer If you wish to play back a call recording that has been archived and deleted from the system you will be instructed to insert the disk that hold the archived call recording The system will then restore that call recording and can then be replayed How To Configure Call Recording Backups 1 Select the Recording Backup button from the Call Recorder Configuration Dialog Retell Voice Recorder Configuration Retell Voice Recorder Enter the machine name or IF address of the Retell Voice Recorder Enter the access password and modify the recording port or user name if necessary Finally click the Test Connection button to ensure the correct configuration details have been supplied The PBX trunks may optionally be assigned to the recorder channels Recording Server Name Password Playback Port Download Speed KBits sec 9800 50000 Chapter 3 24 MyCalls Call Recorder Call Recording Backup ENE Backup Call Recordings You can either back up all
55. groups Specify for each group the settings for the following Incoming ring time If a call rings for longer than this period then the call will be treated as a long ring Abandoned ring time If a call was abandoned after ringing for more than this time then the abandoned ring will be treated as too long Chapter 7 29 Telephone System Configuration Incoming call duration Outgoing and internal call durations Specified the maximum length of call Any call lasting longer than this time is considered a long call How To Configure Grade of Service 1 Configure gt Operational Settings gt Grade of Service 2 Select the device from the available list on the left side e g Extension 3 Click Add This will transfer the available device group to the list of active groups for which limits can be set Each group defined for that device will be listed in the grid You can then define a set of limits for each specific group 4 The Move up and Move Down buttons allow you to define which limits will be used for a call If for example a call has both DID and Extension information then the Grade of Service group higher up in the list will be used to calculate the Grade of Service for that call PBX Head Office e Priorities The higher up in the list a Group Type is the more important its limit is For example If a call contained both trunk and extension information and Trunk Group was higher in the list than Exte
56. hold to fast forward the call e Previous Section Next Section Calls contain various sections as follows e Ring This is at the start of the call and is determined from the ring duration e Answer This is the main part of the call e Transfer This is determined when a call is transferred to another extension NB The sections of a call are determined from values within the SMDR and may not be available on all telephone switches An option is available in the call recording configuration see call recording configuration to disable call sections in which case these buttons are greyed out indicating they are disabled as in the picture above Waveform Enable Enables or disables the display of the waveform Disabling the waveform allows you to quickly scroll through a playlist without having to wait for the waveform display to update between each call selection Loop Enable Allows you to loop a complete call or a selection Playlist controls These buttons allow navigation of the playlist items and sound clip items see playlist and sound clips section Chapter 3 14 MyCalls Call Recorder Call Player Management Panel Sound Clips Drag a column header here to group by that column Column Chooser Date Time From Device To Device Humber User Abbr Duration 1170172011 14 24 001 007 205 205 01606643101 None E Inc 00 00 02 EE 11 01 2011 12 54 001 001 E 01606643101 00 00 15 l 1170172011 12 21
57. icon from the main toolbar Expand the Real Time Statistics section and then expand the Extensions section Highlight the Extension Statistics option by clicking it and in the right side of the window click the task Create a New Statistics View The real time extension statistics configuration screen will be displayed Note in order for extensions to show up you need to enable real time statistics Chapter 6 11 Real Time Statistics PBX Display Values Head Office Historical Current Only Extensions Interval Period 7 208 Daily Y 237 7 300 Refresh Time s a 301 60 A F 302 Edit Title Font 5 PBX If your MyCalls configuration is using more than one PBX then you can select between configured PBXs using the PBX drop down list 6 Extensions Select Extensions from the list of available devices in the Extensions list window If your extension does not appear here then it may need to be configured through telephone configuration 7 Display Values You can select to display either historic of current values If you choose historical then the intervals available will be either Daily or Hourly Daily will display statistics for the current day whilst hourly will display the statistics for the current hour of the day If current only is selected then the intervals available are Last hour and this is rolling time period for the previous 60 minutes from the current time 8 Interval Period After select
58. ii te UN ONS saca 7 How To Alter the PBX CONFIQUrAtTION ccccccsssccccesseccceesececceececeeuseceseesececeeneceeeeueecessuaecesseneceesenes 7 Country Numbering PIONS sadssaisincsnsctsncitennccnsenecessdsaatesaennedesestoauaseaesayesddonntdsataraluendSnauneotviecesdeumandoetanees 8 How To Creating Country Numbering PlansS cceccccsssecccceseccccescceceeseceeceeeceeeeuseceesueceseueeceesenes 8 Devre ail SAU OU acre coast EE E daveneaveuss x uemencesente cuneate 8 TDS OIE IS aos 8 gia KS PPP ne 0 A E Ue o o A E canner 8 Organising and NAMING TrUNksS ooocccccnnccnncnnncnnnnnacnnnonaconnnnanonnnnononnnonnrnnnonanrnnonononnnnononnnonaronnonanoness 9 Assigning and grouping TKUNKS cc ceesccccseseccccesececceesccecseececeeeceeseuseceseuneceeeeuceessesecesseeceesegeeeetes 9 creatine a a Somme TUNE noia ei 9 ROW TO Create a sine MU Karate 9 Creating arange Or TUN tion 10 1506 002 R3 5 0 0 MyCalls Advanced Call Management System How To Creating arange OT PUNKS is 10 Edine Ex Une UNK anal db 11 HOW TO EINE Existing TUN Ka 11 EXTENSION naer A al 11 Organising ana Namine BRENSONS ngynunasieanu iras 12 Creating and Editing Extensions edeai ctsscstatecus dea dcenssbssatnacentaunsvoesacuetendauparbredvuntecdamesiatecus eadamnnowaens 12 HOW TO Creatine a Sinele EXtEDSION AAA 12 HOW To Creating a range Of EXtenSiOns snin in Ganesan betaneanesastacdoranocusaadeasenacs 13 HOW TO Edite EXISTING Extensi n ii as 13 HOW
59. it has been viewed Audible alarms Audible alarms can be configured on a severity level Information Warning Severe Critical When an alarm is triggered if a sound has been assigned to the severity of the alarm then that sound will be played The sound can be configured to be played repeatedly until either an alarm of a higher severity is triggered or until the alarm window has been clicked on with the mouse button to indicate it has been acknowledged Accessing Alarm Options Using the MyCalls menu you can access the alarm screens using Configure gt Alarms gt PBXs OR you can click the alarm icon in the toolbar Configuring Real Time Alarms MyCalls alarms are generated in real time You can have the alarms pop up on screen to warn operators of alarm conditions as they occur Alarms are also recorded in the Alarms grid accessible from the toolbar at the bottom of the main screen When you configure an alarm you will invoke an alarm configuration wizard The wizard will require you to enter the name for the alarm and select both a distribution list and an alarm schedule The distribution lists will ensure the alarm reaches the appropriate people and the schedule limits the time periods when the alarm is active so before you can configure an alarm you will need to have set up your alarm schedules and distribution lists These topics are covered in more detail toward the end of this section System Alarms System al
60. message Call on extension 7 4 has been ringing for 5 Browse Go to this web address Notification Title Chapter 11 17 Chapter 11 18 Call Costing Chapter 1 2 Call Costing Call Costing in MyCalls provides a comprehensive costing facility The cost of a phone call can be broken down into four parts Actual cost telephony call cost fixed costs handling costs taxes In its simplest form the telephony call cost will be the only one used as the other parts are set to zero if they are not configured Profit margins can be added to each call and added to the actual cost of a call This profit margin can be expressed as either a fixed amount or as a percentage of the actual call cost For each call record the costs are broken down into three values call cost handling costs which include the fixed costs and profit Reports can then be run and filtered to show the information that matches any of the three value types Fixed Costs Fixed costs are costs that are allocated to capital expenditure items such as extensions and trunks Each type of extension and trunk can carry its own fixed cost In addition to the cost types an individual extension or trunk can be assigned an additional cost which can be used to cover any other costs that the type costs does not cover Fixed costs are not call dependant as the cost of running an extension or a standing charge on a trunk still applies whether there are
61. order as example below Call Summary over same Interval Created On 23 10 2008 16 31 28 Covering Period 01 08 2008 00 00 00 to 30 08 2008 23 59 59 Report Filtered To Call types used for first value set are Incoming Call types used for second value set are Incoming Abandoned Report grouped by Day of Week Report ordered by Maximum Ring Time from First Call Type Transferred calls are being reported as a multiple calls Incoming Incoming Abandoned Num of Max Ring Avg Ring Max Avg Num of Max Ring Avg Ring Max Avg Interval Period Calls Time Time Duration Duration Calls Time Time Duration Duration Saturday 3 156 00 06 15 00 00 18 01 23 41 00 02 32 638 00 05 01 00 00 57 00 00 00 00 00 00 Tuesday 5 657 00 06 05 00 00 16 01 06 46 00 02 28 584 00 04 36 00 00 40 00 00 00 00 00 00 Thursday 4474 00 05 31 00 00 15 01 02 56 00 02 28 423 00 05 55 00 00 46 00 00 00 00 00 00 Monday 4807 00 04 20 00 00 16 00 46 10 00 02 21 778 00 10 58 00 01 07 00 00 00 00 00 00 Wednesday 4 742 00 04 12 00 00 14 00 34 32 00 02 20 379 00 06 37 00 00 36 00 00 00 00 00 00 Friday 5 340 00 03 43 00 00 14 00 45 00 00 02 22 507 00 05 00 00 00 36 00 00 00 00 00 00 Sunday 915 00 01 27 00 00 02 00 31 49 00 01 11 34 00 01 02 00 00 14 00 00 00 00 00 00 Note in the report shown the days of the week appear out of order however if we view it from the perspective of wanting to know which days of the week during August are giving the longest wait times then this repor
62. organization 8 User Role Select a user role for your user from the pre defined list 9 Email Address You can enter an email address for your user so that if they are configured as an Administrative User of an organization group then they receive reports and alarms on that groups activity directly 10 Password If the user is required to enter a password to login then enter one in here 11 Enable Call Playback If the user is going to need to listen to recorded conversations then they will need to enable this option to do so 12 Enable Real Time Statistics For real time statistics to be collected for the user this option needs to be enabled If you no longer with to collect info on the user then turn this option off 13 Once you are happy with the changes you have made click OK Chapter 9 7 Organisation and Users How To Deleting a User From the Organisational Configuration screen expand organisation Select the group that the user you want to delete belongs to and select the user Click Delete user You will be prompted to confirm deletion of the selected User Clicking Yes will delete the user whilst clicking No will cancel the action How To Assigning Users to a group If you have configured User Groups then you can group individual users within a group to enhance real time statistics and make reporting easier The easiest method to assign a user is to simply drag and drop them from t
63. period 5 You can add further costing periods by clicking the Add button which will prompt you to provide a unique name for the new period Name Daytime 6 Enter the new costing period name and click OK The new costing period will now appear in the Editing Costing Period window for you to configure the period values as explained earlier Name Interval Start Interval End Mon Tue Wed Thu Fri Sat Sun Dayime ies TA A A A 9 m D Evening 13 00 00 23 59 59 M aa Morning 00 00 00 07 59 59 e Weekend 00 00 00 23 59 59 ME M A E 7 Ifyou want to remove a costing period then simply select it from the list to highlight it and click Remove You will not be prompted to confirm and the costing period will be deleted from the system 8 Click OK Chapter 12 20 Call Costing Carrier Rates Carrier Rates are specified by carriers in order to determine the cost of a call A rate consists of a charging scheme and a period for which the rate is applied The charges applied to a call depend on three factors 1 The number dialled which in turn determines the rate to apply to the call 2 The time at which the call was made or charging period this determines which charging scheme to apply 3 The Rate charging scheme which defines the various cost elements for that rate during that period These rates appear as a list of carrier rates in the Carrier Rates table and each rate will have
64. rate tends to be more expensive as that is when most business calls are made The time bands used by carriers never overlap and together they must cover a complete week MyCalls can have any number of time bands for a carrier The system will automatically check if there are any overlapping time bands and flag an error if any overlap By default 4 different costing periods are defined Depending on the carrier you are creating there may be different charges made for different time of the day and on different days of week Chapter 12 19 Call Costing How To Editing Costing Periods 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Carriers option and select the Costing Periods option under the carrier you want to configure the settings for 3 Click Edit Costing Periods Name Interval Start Interval End Mon Tue Wed Thu Fri Sat Sun Daytime 08 00 00 17 59 59 aes Evening 18 00 00 23 59 59 163 11 Weekend 00 00 00 23 59 59 E ES Bl y 4 In this window by default you will have periods pre defined for Daytime Evening Morning and Weekend You can modify the values for each period including the period start time period end time and the days the costing period will apply on To change the days click the box in the column of the day you want to configure and if a tick is filled then the day is enabled otherwise the day is excluded from the
65. software for many years MyCalls is designed to be used with management by exception That is the system is configured to watch for specific conditions and only inform users when one of those conditions has been broken This then leaves the supervisors and PBX administrators free to do other activities Specify when Alarms are active To facilitate the automated notification of alarm conditions MyCalls is provided with an alarm scheduler which allows you to specify when alarms can be active You can create as many alarm schedules as required e g Daytime Night time Weekends and apply the schedules to the different alarms that you create For example you may want to activate alarms from certain extensions out of hours to catch any unauthorised usage Specify who receives Alarm notifications Generating alarms is only one part of the equation In order to make the MyCalls system really work for you the alarms need to be sent to the people in the organisation who need to know about it MyCalls provides distribution lists to do just that You can set up multiple distribution lists which allows you to specify different recipients for different types of alarms For example System alarms may be sent to your IT specialists possibly outside the organisation whereas Fraud Alarms may be sent to supervisors Alarm Categories MyCalls currently has the following different types of alarm with more added on each release of software System Alarms
66. spaces Click OK Import a Carriers Settings You can use the import carrier wizard to import a carrier and its settings from a previously exported or created carrier file Chapter 12 16 Call Costing How To Import a Carriers setting 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Select the Carriers option 3 Click Import Carrier in the right pane Name Browse Cancel You will be presented with a screen that allows you to browse to the carrier configuration file saved in a location on the local computer or a network location If the carrier details in the file already exist the carrier in MyCalls will be updated otherwise a new carrier will be created and listed under the Carriers area of the Configure Costs window Click OK Edit an Existing Carrier You can use the edit carrier wizard to modify the country the carrier is in and the least cost routing digits the carrier uses Chapter 12 17 Call Costing How To Editing an existing Carrier 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Click Carriers 3 Select the carrier you wish to edit e g BT Business 4 5 Handling Costs lt a Location Specific oe Camers 2 3 Sample Canier E a Costing Periods 4 Click Edit Carrier in the right pane Name BT Business Country Least Cost Routing Digits United K
67. specify the DSN name you have created as the connection string as follows DSN DSN NAME Chapter 6 21 Real Time Statistics The sql query is specific to the excel data source but accessing a specific soreadsheet is as simple as specifying the following SQL Select from sheet 15 Where sheet1 is the name of the particular spreadsheet within the excel file Real Time External Data Configuration Es Configure External Data You may import a single data item or a list of data items from either an AMLFile or an existing Database If using XAML you can specify whether to monitor the file for changes or check it periodically Note that network files cannot be monitored and must be checked Import From Display Type AML File Data Source H Single Value Gnd Database Database Type Refresh Time s ODEC 60 s Connection String DSN Sales Sample Test SQL Statement select from Sheet15 A Title Operator Data Font Header Font Using an XML file for your data If you are going to use an XML file as a source of data for your external data window then you will need to ensure that the file contains the correctly formatted and valid XML The XML file cn contain both single value data definitions and multiple column data definitions The file must commence with a valid XML definition lt xml version 1 0 encoding utf 8 gt All XML files must contain the following element lt DataValues gt If you ar
68. t rely on Auto Configuration create them upfront if possible Y GQ rics tip Automatic configuration of devices MyCalls will automatically add new devices to its list of configured items if they appear as a result of a call These devices will be added to the appropriate list of devices if the particular value does not already appear in the list For example any extension numbers which appear as a result of calls will be added to the extensions list If you delete a particular instance of a device from the list then it will not be added to the list in future This applies to all devices but the information for that device must also be available from the PBX switch For further details on which features are supported by your PBX switch please contact your switch maintainer All devices added due to auto configuration will have the type of unassigned and a created user of auto configuration General Configuration Tasks for devices Configuration of devices follows a similar set of operations for each type of device e Decide on what devices you are going to configure e Arrange you devices into functional groups to allow more meaningful reporting or screen displays e Create the device groups e Create the devices e Assign an identifier to the device e g extension number or DID number specify device specific information assign users to the device and configure all device options e Assign the devices to their respec
69. than 5 minutes are displayed in Green 2 Calls with a duration of 5 to 7 59 minutes are displayed in Amber 3 Calls lasting 8 minutes or over are displayed in flashing Red Note we cannot overlap our conditions so we cannot set condition 1 to read less than 5 minutes and condition 2 to read 4 minutes or more For each condition you set a required colour and whether the colour is applied to the text or the background you can also define if the value is to flash A typical set of state conditions might read as follows The above conditions produce the results illustrated below Call in progress A Less Than 5 Minutes mins to 8 mins 8 Minutes and over Chapter 8 2 Highlighting Highlighting Real Time Statistics Statistics windows which show single values or statistics windows displaying data in a grid view can be highlighted There are no highlighting options for Graph based statistical windows Single value statistics can be highlighted and miscellaneous data windows can also have values highlighted The highlight colour can be applied to either the numeric value or the background of the window or in the case of a grid display the cell value or background Windows displaying a single statistic have only one value whereas grid displays contain many statistical values and separate highlighting conditions can be set for each statistic How To Configure a Trunk Group Statistics Highlighting From the MyCa
70. the acceptable call durations and costs that apply to the included extensions pilot numbers and users Alarm notifications will be sent if any of the alarm conditions are met and any of the number caller account code conditions are met W Include Outgoing Calls At least one of Incoming Outgoing Internal must be checked Include Internal Calls 4 Alarm on calls lasting more than 15 minutes or A Alarm on calls ringing for more than 9 seconds E Alarm on calls costing more than 0 00 Numbers gt Never alarm on numbers Alarm on any number or no number Only alarm if the number is in the list gt Only alarm if the number is not in the list Callers Never alarm on callers gt Only alarm if the caller is in one of the groups in the list gt Only alarm if the call is not in one of the groups in the list Account Codes Never alarm on account codes Only alarm if the account code is in one of the groups in the list gt Only alarm if the account code is not in one of the groups in the list First configure which call type we wish the alarm to trap in this case incoming and outgoing calls are included Chapter 11 9 Alarms Y Toll Fraud Alarm Configuration Wizard ecel pgm Toll Fraud Alarm Wizard This page allows you to specify the acceptable call durations and costs that apply to the included extensions pilot numbers and users Alarm notifications will be sent if any of the alarm conditions are m
71. the hour Check the boxes to suit your needs Allow Import Item Type Allow Add Allow Update Allow Delete Allow Update Name Account Codes nia F na Callers Abb Dial na n a Carriers n a ma ma DIDs na F Extensions m E Pilot Numbers m Service Codes F na Skill Based Routing na nla n a na Trunks FJ Once all information has been appropriately selected click OK Chapter 16 2 Acronyms amp Glossary Chapter 1 Acronyms amp Glossary Acronyms ACD Automatic Call Distributor ACW _ After Call Work AHT Average Handling Time ANI Automatic Number Identification also called caller ID ASA Average Speed of Answer ASP Application Service Provider ASR Automatic Speech Recognition ATA Average lime to Abandonment ATB All Trunks Busy CCR Customer Controlled Routing CED Caller Entered Digits CIS Customer Information System CLEC Competitive Local Exchange Carrier CLI Calling Line Identity CLID Calling Line Identification CMS Call Management System CO Central Office CPE Customer Premises Equipment CRM Customer Relationship Management CSR Customer Service Representative CTI Computer Telephony Integration DID Direct Inward Dialling DN Dialled Number DND Do not disturb DNIS Dialled Number Identification Service DTMF Dual Tone Multi frequency EWT Expected Wait Time FCR First Call Resolution FIFO First In First Out FX Foreign Exchange Line GOS Grade of Service IM Instant Messaging IP Internet
72. types 3 if selected on this Y All Outgoing call types E All Internal call types Click Finish to generate the report 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls The report will look similar to that shown below Maximum report items limit 50 Report grouped by Extension Report ordered by Time of Call Transferred calls are being reported as a multiple calls Time Of Call Call Type Duration Number 2462 28 08 2008 06 38 08 Inc 00 00 19 0041338286633 28 08 2008 07 33 18 Inc 00 00 37 003861065222562 Totals 00 00 56 Total Calls 2 2471 28 08 2008 08 39 21 Inc 00 00 10 07943808596 Totals 00 00 10 Total Calls 1 2478 28 08 2008 01 57 53 Inc 00 00 14 07947328478 28 08 2008 06 04 56 Inc 00 02 28 07843602887 Totals 00 02 42 Total Calls 2 2541 28 08 2008 08 32 33 Out Abd 00 00 00 01737761201 28 08 2008 08 32 52 Out Abd 00 00 00 01737761201 28 08 2008 08 33 00 Out Abd 00 00 00 01737761201 28 08 2008 08 33 07 Out Abd 00 00 00 01737761201 The MyCalls reporting system is quite extensive The full details for creting and generating the reports is covered in the chapter on Reporting The SL MyCalls does not include the following features e User created Device Groups e Filters e g report on specific extensions or only show calls over 10 minutes etc e Custom Report fields 1506 002 R3 5 0 0 Chapter 1 MyCalls Call Manager Chapter 2 MyCalls Call Manager Logging into MyCalls MyCalls Mana
73. used for second value set are Summary of calls arranged into time intervals of 4 Hour Report ordered by Interval Transferred calls are being reported as a multiple calls Interval Period Calls Time Time Duration Duration Calis Time Time Duration Duration 01 08 2008 00 00 00 01 08 2008 04 00 00 5 00 00 49 00 00 40 00 00 24 00 00 04 5 00 00 49 00 00 40 00 00 24 00 00 04 01 08 2008 04 00 00 01 08 2008 08 00 00 20 00 00 13 00 00 06 00 02 14 00 00 30 20 00 00 13 00 00 06 00 02 14 00 00 30 01 08 2008 08 00 00 01 08 2008 12 00 00 941 00 04 31 00 00 14 00 39 13 00 01 50 941 00 04 31 00 00 14 00 39 13 00 01 50 01 08 2008 12 00 00 01 08 2008 16 00 00 1 007 00 13 32 00 00 12 00 45 00 00 01 52 1 007 00 13 32 00 00 12 00 45 00 00 01 52 01 08 2008 16 00 00 01 08 2008 20 00 00 372 00 02 33 00 00 10 00 23 27 00 01 19 372 00 02 33 00 00 10 00 23 27 00 01 19 01 08 2008 20 00 00 02 08 2008 00 00 00 19 00 00 20 00 00 07 00 19 49 00 05 20 19 00 00 20 00 00 07 00 19 49 00 05 20 02 08 2008 00 00 00 02 08 2008 04 00 00 10 00 00 25 00 00 11 00 01 04 00 00 29 10 00 00 25 00 00 11 00 01 04 00 00 29 02 08 2008 04 00 00 02 08 2008 08 00 00 8 00 00 12 00 00 03 00 04 48 00 01 04 8 00 00 12 00 00 03 00 04 48 00 01 04 02 08 2008 08 00 00 02 08 2008 12 00 00 458 00 03 33 00 00 17 00 52 01 00 02 17 458 00 03 33 00 00 17 00 52 01 00 02 17 02 08 2008 12 00 00 02 08 2008 16 00 00 439 00 05 31 00 00 26 00 24 55 00 01 44 439 00 05 31 00 00 26 00 24 55 00 01 44
74. width of the screen Increase vertical spacing Increase the distance between the windows top to bottom Decrease vertical spacing Decrease the distance between the windows top to bottom Remove vertical spacing Remove the spacing between the windows top to bottom Chapter 5 12 Real Time Statistics Chapter 6 Real Time Statistics Real Time Statistics Windows Real time statistics allow you to calculate a wide range of statistical values for all the devices users and groups The groups can either be predefined system groups or user defined The system groups are automatically created and devices are assigned to these system groups according to the device type e g Digital Desk Phones User defined groups are created by the application users according to how the devices and users are used in the organisation e g Sales Accounts Statistical periods and calculations Statistics can be calculated in various ways depending on how you want to view your data Each of the statistics windows allow you to select the period over which the statistics are calculated Historical statistics These statistics are calculated differently depending on how you select the period Daily calculates a daily accumulated value or average which is reset each day at midnight Hourly Calculates accumulated or averaged statistics for each hour of the day All values are reset at midnight Current statistics Last Hour These values are calculated as a rol
75. will have certain rights and restrictions dependent on their user type and where they appear within the organisational hierarchy The steps required to ensure call recording can take place for a given set of users are as follows e Create your users and user groups e Assign each user with a Role e Assign your users to their respective organisational groups e Assign each user a default extension e Enable the user for Call Recording e Configure any Call Recording rules The rules governing the playback of calls Any users that are created and want to play back calls must be enabled for call playback A normal User can listen to their calls only A Supervisor can listen to any calls within their organisational group and any sub group A PBX Administrator can listen to any calls on their PBX An Enterprise administrator can listen to any calls on all PBXs A Wallboard user can not listen to any calls Only applies when call manager is installed The above rules can be overridden by applying call recording rules to Callers Users Extensions Trunks DIDs and call types To ensure call recordings are only visible to users with appropriate permissions it is important to setup the organisational hierarchy correctly In the example below the highest level group is called Chapter 3 1 MyCalls Call Recorder Office admin and in that group there is a Supervisor Mark The supervisor can playback any calls from office admin and customer s
76. windows The following table lists the types of windows which can be configured for highlighting Real Time Statistics All Real Time Statistics Current amp Historical Statistic Value Windows Numeric values only Single Value All Single Value Current amp Historical Statistic Value Windows Numeric values only Chapter 8 1 Highlighting Setting Conditions In order for the system to provide the correct highlighting indications the various statistical values and states shown in the real time windows will need to have conditions applied to them You set the conditions as part of the real time window configuration Each condition will define e When highlighting is to occur based on the value being displayed e Whether the Highlighting affects the text colour or the background colour e Which colour is to be used for highlighting e Will the value flash when highlighted An example might be the length of time an extension has been on a call We might decide that any calls lasting less than 5 minutes are displayed in Green whereas any calls which have been in progress for between 5 and 8 minutes will display in Amber and any calls lasting more than 7 minutes need to be displayed in Red We would start by setting up an extension status window which would display all the extensions we want to monitor and then set up the highlighting conditions For this example we would set up two conditions 1 Calls with a duration of less
77. with the MyCalls manager application A speaker icon against a call indicates the call has been recorded double clicking on the speaker icon will playback the call Multiple call legs 11 014 If the call includes transferred legs then the call will have an expansion symbol aa indicating the call can be opened up to reveal the individual legs of the call _ Sry 11 01 2011 17 07 205 2057 001 001 0160664310 Dates T ime From Device To Device Humber il 1112011 17 07 206 206 001 001 m60664310 di 1112011 17 07 205 205 001 001 0160664310 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls For multi leg calls a summary call is displayed at the outer level and each of the legs of the call transfers at the inner level If a summary call has been filtered out usually by extension then call legs will appear at the outer level and may NOT be grouped together Normal calls without transfers will appear at the outer level The layout of the call record view is incompatible with versions prior to MyCalls R 3 0 0 0 This means that when upgrading from an earlier version the call record view layout will be set to the default layout Using Call Notes Only available with the MyCalls Manager application Notes can be added to a call and notes do not require call recording in order to be used To adda note right click on the call and select Notes The Notes entry dialog will be displayed You may t
78. you select each page click the select gt button to add the page to the selected pages list Chapter 5 9 Screen Layouts For each page in the selected pages list you can change the number of seconds the page is to be displayed for You can also alter the order in which the pages are to be displayed using the move up and move down buttons To remove a page from the list click the deselect button When you have made your selections click OK You can view the pages now by clicking the play icon from the main menu as shown below e gt Auto Play Chapter 5 10 Screen Layouts Tools to help you layout your pages As seen in the previous chapter each page within a layout can be populated with various windows e g incoming calls outgoing calls These windows can contain statistical information graphs web content and other forms of data To help us arrange this content on our pages MyCalls provides a set of alignment and sizing tools Initially you will need to create the windows to be placed on the page Once you have your windows on the page you can change their positions and sizes Manual alignment and sizing Any window placed on a page may be positioned by simply clicking and dragging the window to the new position The windows can be resized by clicking on the frame of the window and dragging the window Clicking on the side of a window will allow you to expand the window s width and clicking on the top or bottom o
79. 0 1 7624 tml Calls to 770 tml Calls to T702 tml Calls to 7703 tml Calls to FIA tml Calls to 7 05 fm Calls to Assign the values to the columns Value Number Assigned Rate Preview and Import Rate Assignments Save Import Template You may save the template at this point if required Click Preview and Import The numbers and rates will be imported however if the rates cannot be found from the carrier rates then a warning dialog will appear and you will either have to change the rate name in the CSV or add the rate to the carrier rates How To Import International numbers To Import International numbers there is a file with the country names already configured You will need to edit this file and add the various rate names to the second column of the file appropriate to the country The file is found in the Mycalls installation folder and is called international rate assignments csv Again the rates must exist in the carrier rates table and the country names in column 1 must not be edited Once the file has been edited then open the International numbers dialog from the carrier rates menu and click import assignments Proceed through the wizard in the same way as the mobile and special numbers import process Chapter 12 38 Call Costing Chapter 12 39 Reporting Chapter 1 3 Reporting MyCalls provides a comprehensive reporting facility The reports can be run manually or scheduled
80. 0 16 2 Anie Galvan 57 57 01632 441717 Janie Galvan ea Out 00 06 02 211122010 10 16 216 Henry Hewlett 49 49 01496 041717 Henry Hewlett a Out 00 03 53 Playlist Sound Clips Notes amp Auditing Chapter 3 8 MyCalls Call Recorder Call Player Waveform L Call Player MyCalls e e 00 03 00 16 00 24 00 32 00 40 The call player can display a waveform representing the recorded call This option is licensable and only available with the enhanced call player If the product is licensed as a basic configuration then a compressed waveform window will be visible but no actual waveform trace will be shown With the enhanced player a full two channel waveform is visible When a call is played a yellow cursor line will move across the waveform window indicating the position of the playback point The cursor also displays the elapsed time in minutes and seconds from the start of the call If the call length is greater than 1 hour then hours and minutes will be shown The bottom of the waveform window shows the time base of the call and this is scaled automatically to match the call length The player can playback the whole call or selected parts of the call Whether you are using the player in basic or enhanced configuration selections can be made from the waveform window in the same way How To Make a selection in the waveform window To make a selection from the waveform window simply click and drag the mouse alon
81. 00 00 00 000 2 Play selected range sound clip 4 Auto move to next call Volume Adjusts overall volume of the player Balance Adjust the relative volume between the recording channels of the internal and external party can be adjusted Playback Speed Where 1X is normal playback speed and can be adjusted faster or slower or Chapter 3 17 MyCalls Call Recorder dd 4 bd a A A Finding Recorded Calls For fast retrieval of calls for playback you can use the quick search from the calls grid options Quick search is the easiest way to find a call by CLI DID Extension or Note text Quick Search From the view menu click Call record view The quick search is highlighted below by default it shows the last 50 calls for today To change the date to search on select from the list in the Period drop down menu To enter specific dates choose custom and enter your dates and times as required The next line down allows you to search for a particular telephone number DID and extension You can enter partial numbers to search on e g 01270 would find any number containing 01270 Entering both a Number DID and an Extension will search for calls containing all items in the one call You can also search using the notes field The Note search type can be set to one of the following Matches Filter Finds all notes where the note contains text matching whatever has been entered in the Note
82. 001 007 206 206 01606643101 Hone E Ine Tir 00 00 12 00 00 12 00 00 43 The call player management panel allows you to manage Playlist Sound Clips Notes and Audits Select the type of item you wish to manage from the tabs below Playlists Playlists contain a list of calls selected from the main call records list A playlist will remain in the player as long as the MyCalls client application is running When a call is selected and played it is added to the current playlist Calls can be added to the playlist using one of the following methods e Double click the speaker icon e Right click on the call and select Playback Call this will automatically play the call as well e Right click on the call and select Add to playlist e Click and drag a call from the call records to the playlist The player needs to be open in order to use this method Only calls with a valid speaker icon can be added to the playlist Calls can be removed from the playlist by right clicking the call within the list and selecting Remove Selected from the context menu Calls which contain multiple transfers multi leg calls are shown with a plus symbol next to the call Clicking on the plus symbol expands the call and allows you to select a specific call leg DateTime From Device To Device Number User Abbr Duration a 1170172011 12 54 007 001 00 001 016066431 07 None gt Ine Thr 00 00 75 Date T ime From Device To D
83. 03 08 2008 00 00 00 04 08 2008 00 00 00 A 03 08 2008 10 02 03 08 19 47 0 00 04 08 2008 00 00 00 05 08 2008 00 00 00 26 04 08 2008 10 29 30 101 38 09 4 00 05 08 2008 00 00 00 06 08 2008 00 00 00 20 05 08 2008 13 36 25 94 17 26 4 00 06 08 2008 00 00 00 07 08 2008 00 00 00 21 06 08 2008 11 53 58 83 11 43 4 00 07 08 2008 00 00 00 08 08 2008 00 00 00 19 07 08 2008 19 21 51 14 21 12 3 00 08 08 2008 00 00 00 09 08 2008 00 00 00 20 08 08 2008 10 48 08 73 01 47 3 00 09 08 2008 00 00 00 10 08 2008 00 00 00 11 09 08 2008 09 57 21 35 08 13 1 00 10 08 2008 00 00 00 11 08 2008 00 00 00 3 10 08 2008 15 52 35 02 23 49 0 00 11 08 2008 00 00 00 11 08 2008 00 00 00 0 00 00 00 0 00 Most frequent calls Gives details of which numbers have been handled most frequently for both incoming and outgoing You can specify a minimum number of calls before a number is included in the report Minimum Number of Calls Number of tems on Report Limit number of items 50 5 Display all matching items Order Report Output By Number of Times Statistics for these calls in the report are e Caller Name e Call type e Number e Location e Amount e Total duration of calls to and from that number e Cost and total cost of calls to that number Chapter 13 35 Reporting Most Frequent Calls Created On 24 10 2008 12 01 15 Covering Period 01 08 2008 00 00 00 to 10 08 2008 23 59 59 Report Filtered To Only include numbers where the number of calls t
84. 11 How To Creating a Report item ero Dinisnicisii aerinbiecaiaeunes 12 How To Moving a Report item to a different grOUP ccccoocccnncnnccnnnnnacnnnnnacnnnonanonnnnnnonnnonaronnonanonoss 12 How To Copying an existing Report Item as the basis for your new Report ooccccnncnccnnccncniccnnns 13 How To Customising a copied Report item ccoocccccnccncnncnnonocononanononanononannnnarononarononarononarononannnnos 13 HOW To Deleting a Report OMT ensima ae 13 General operations for configuring report templates and report itemMS occoonccncnccnnnncnnnnnncnonaninanaso 14 Te Repo WIZa TO seta diia loenol 14 Setting the Reportine DEMO icccccssatvesetennsunenceusdsansescennalseestoaasusesayesddenatdsatenniveeetoanusudsierued unat estuns 15 Lmiting the report inet iaa iio dota 16 ET Results uns ni oa 16 Groupe To U a 17 E tonel 18 1506 002 R3 5 0 0 MyCalls Advanced Call Management System e A A A A 21 PERI OU VCO REDOT OCRE CONEA En o usp eos etiac bane a uate em ae onesie tecetes da eugene amaa a aeaes 21 Grade Ol service Group detalini E swtaea satonueea caus seine E 21 Grade Of Service group SUMMA VS A il 22 RESPON O IME ara Nas 22 SV SECM RODO dnd 22 NAS AI ds tocadas 22 AUTO CON TeUre a evi ac 23 A O O O a a a 23 Unused ormireguentiy Used CEVICES estada idas 23 USO NODOS nadaa 24 Detal ana SUMMA TEDO S O 24 How to Configure a call details or group summary Report ccccoccnccnnccnoncccnonannnonaccnnnccnonarinonaninon 25
85. 26 Chapter 13 24 Reporting Group Summary by Member shows cumulative call information for each member of a group or groups and filtered as required Group Summary for each Member Created On 26 11 2008 14 21 24 Covering Period 01 08 2008 00 00 00 to 10 08 2008 23 59 59 Report Filtered To Show summaries for the device type Extension Transferred calls are being reported as a multiple calls Number of Calls Average Duration Average RingTime Num Long Short Cost Group Ans Abd Out Tir Ans Out Ans Abd Waits Calls Calls Call Taxes Fixec Head Office DESPATCH 2553 0 1 0 O 00 00 00 00 00 00 00 00 00 00 00 00 0 1 0 00 0 00 0 00 2670 0 0 0 O 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 00 0 00 0 00 Totals 0 1 0 0 0 0 1 0 00 0 00 0 00 E COMMERCE 2678 3 1 18 1 00 06 51 00 04 48 00 00 03 00 00 44 0 0 7 8 62 0 00 0 00 Totals 3 1 18 1 0 0 7 8 62 0 00 0 00 How to Configure a call details or group summary Report Select the report item or template Configure the reporting period Configure the grouping and ordering settings according to the specific report being configured Configure the filtering settings Save and run the report Call detail reports show the following statistics e Time of call e User e Call type e Total Duration e TFR e Caller Name e Dialled Number e Location e Ring time e Handling cost e Call cost e Total cost Total Duration shows duration of each leg of a transferred ca
86. 3 Your new page will now have been created and now be displayed on screen The page will have been added to the layout page selection tool in the main toolbar Craver Pi 4 You can now modify the page as per your requirements with real time window parameters Chapter 5 6 Screen Layouts Deleting Pages How To Delete Pages 1 Select a layout page you want to delete using the layout page selection tool on the main toolbar Layout Configure View Reports System User Installer Help eat AB pala Le Default Default J From the layout menu select the Pages sub menu and then click Delete You will be asked to confirm the deletion of the currently selected page Press Yes to confirm the deletion or No to cancel the process The page will now have been deleted and removed from the layout page selection tool on the main toolbar Save All Pages How To Save all Pages If you have been making a number of modifications to different pages in your layout you can save the work you have done across all pages by clicking the Save All option in the Pages sub menu of the layout menu Copying Pages How To Copy pages 1 You may wish to create a page that is similar to an existing page you have available To cut down the time it takes to setup a page layout you can use the Copy Page feature in the Pages sub menu of the layout menu You will be prompted to provide a name for your copied layou
87. 42 Custom Detailed Reports Cen da 42 Custom Detailed Reports TrunkKs ooomocccnonionononnoronnonaricnonaoiononaoronconaricnonasiononnoronnonaricnonasioneonarens 43 Custom Detailed Reports Ext OM a a 43 Custom Detailed Reports DIDs Account codes Callers coooccccnncnnnnacnnonaninonacnnonacnnonacnnnarononaso 43 1506 002 R3 5 0 0 MyCalls Advanced Call Management System Custom Detailed Reports COSTS ccoooccncccnccnnnonocnnnnnnnonnonononnnonronnonnnrnnonononnnnnnornnonnnnnnonanonnnonarnnnonanonnss 43 Custom Detailed Reports TIMES citan danita 43 Custom Detailed Reports Completion COAES ooccccccnccnnnonaccnnonanonnnnnncnnnonaronnonanonnonononononaronnonanonnos 44 RENO VIS Wer sonia sara 44 How to create a distribution liSt oooocccnnnnnnnnconnnnnnnnnnnnononnncnnnnnnonoononanonnnnnnnnnonnanonnnnnnnnnnnnnnos 44 How To Creating a Report distribution list ooocccconocnnnonnnnnnnnnnonnnnnacnnnonanonnnnnncnnnnnarcnnonanonoss 44 SG a SS 46 Howto Creating scheduled Reports medad 46 Chapter A A 1 SVEM UGS noia 1 Sc EUr O e nieces atncseseeseesesaveceseacsreceuarssedsncevosedeusnceeteecsseesccessacseeerncteesreecteons 1 AUtO Mae Ba KUDE E E E re er ne ee 1 How To Automatic Backup ssessssesuseresurserureresurserureresuererureresunrerureresanrerureresunrerureresarrersreresanrerurerene 2 o ee S E E E E E sass 2 How To Back up the Data NaS usina diia 2 Database Norn AO ee
88. 8 2008 23 59 59 Report Filtered To Show the percentage of intervals that met or exceeded GOS value 80 Show the percentage of intervals that met or exceeded Abandonded GOS value 90 Transferred calls are being reported as a multiple calls of 30 Minute Intervals that of 30 Minute Intervals that metAbd PBX met GOS value GOS value All DIDs Head Office 100 00 100 00 Response times Lists for each extension the number of answered calls abandoned calls and a relative percentage of how each extension response time compares with the rest of the group Response Times Created On 24 10 2008 16 08 35 Covering Period 01 08 2008 00 00 00 to 10 08 2008 23 59 59 Report Filtered To Report ordered by Extension Transferred calls are being reported as a multiple calls Number of Calls Avg Ans Peak Ans DiffofNum DiffofNum Diff of Ans PBX Extension User Ans Abd ing Time Ring Time Abd ofAns Calls ofAbd Calis RingTime Head Office Alan None 67 554 00 00 16 00 00 50 89 21 77 39 14 954 35 5 88 Head Office will None 37 1 00 00 07 00 00 09 2 63 2 04 72 83 58 82 System Reports Alarms Raised A list of Alarms raised during the reporting period can be filtered by PBX Chapter 13 22 Reporting Auto Configured Devices Created On 24 10 2008 15 38 06 Covering Period 01 08 2006 00 00 00 to 24 10 2006 23 99 59 PBX Type Date Number Name PBX Record Head Office Extension Head Office Extension
89. Average duration for incoming connected calls Average outgoing duration Average duration for outgoing connected calls Average total duration Average duration of all calls Chapter 6 8 Real Time Statistics Average abandoned call wait Average time that incoming abandoned calls were prepared to wait Average incoming call wait Average time that incoming connected calls were prepared to wait Long Abandoned wait Number of abandoned calls where the ring time exceeded the ABD Ring abandoned ring time defined in the Grade of Service for that specific device or group The ABD Ring setting is specified for groups of devices or users in the operational grade of service configuration and can vary between different groups Long incoming calls Number of connected incoming calls where the duration exceeded the Inc Call maximum call duration defined in the Grade of Service for that specific device or group The Inc setting is specified for groups of devices or users in the operational grade of service configuration and can vary between different groups Long incoming wait Number of connected incoming calls where the ring time exceeded the Incoming Ring maximum ring time defined in the Grade of Service for that specific device or group The Incoming Ring setting is specified for groups of devices or users in the operational grade of service configuration and can vary between different groups Total calls
90. Call Types to Include Together E Unknown 7 E Select Al A Incoming Conference A Incoming Abandoned Incoming Abandoned E Incoming Abandoned Voice M Select None E Incoming Abandoned Voice M Select None A Incoming Transferred E Incoming Transferred Interval Day of Week Month of Year a Week of Year Day of Year Day a 3 Hour of e Half Hour of Day Minute of Hour 4 selecting the call type sets and Interval Chapter 13 27 Reporting Ordering the results Interval Day of Week Order Report Output By Interval a Number from First Call Type Mumber from Second Call Type Maximum Ring Time from First Call Type E Maximum Ring Time from Second Call Type _ Maximum Duration from First Call Type Maximum Duration from Second Call Type Average Duration from First Call Type ae Prev Setting the order of results Ordering of the resulting report can be adjusted by selecting one of the order by values This means that the results are no longer determined by the time interval but by the field specified in the group by box This can result in confusing results if you are not aware of the purpose for the ordering If you were to select Max Ring Time as the order by column and Day of week as the interval then the first result in the report will be the day of week with the longest total ring times recorded This means that the days of the week will probably appear out of
91. DID Statistics Extension Statistics fia Daily Incoming Trunk Calls fa Daily Outgoing Trunk Calls For each selected Extension display a selection of call statistics am Daily Abandoned Trunk Calls parameters Tasks Create a New Statistics Wiew The parameters can be shown as current or historical values Once added to the screen the windows can be placed in any position Ther are various alignment tools available to help you design your screen layout Full details of how these layouts can be edited are described in the Screen Layout chapter The Layout menu provides an option to reset to default layout however this will delete any new statistics windows you have Layout Configure View Reports Sy Reset to Installation Default al A full description of statistics windows and their configuration can be found in the Real Time Statistics chapter Reporting Reports allow you to analyse your call activity SL MyCalls provides a number of preconfigured reports or alternatively you can create your own reports using the MyCalls report templates SL MyCalls provides a range of preset reports for daily weekly and monthly activity These are easy to access via the Reports menu The figure below shows the preconfigured reports for daily activity E Repot tems E E3 Daily Rep Directors Report Daily Summary 33 List All Abandoned Calls 3 List All Calls 3 List All Calls by Telephone Number E List All Outgoing
92. E E E EE EE EE 3 REMOVING nwanted MATOLIMAUON psi 3 How To Remove unwanted information ccccccccnccononccnnnnnnncnnnnonnnnnnnnnononanononnnnnnonnnannnnnnnnnnnnnnananinss 4 A DOLE ai Telephone Dll asisto ooo osorno 4 How To Import a Telephone bill ecinisiiani dis 4 RECO GIS CS EE 6 HOWTO TRS OS WS o E E N A 6 Area Code IMPOR reacer oidos 6 LOW TO IMPOR Area OCG soto ll eto ilo tias 7 Chapter O E E E 1 Importing Data Into MyCalls idas iii a 1 a A 1 Device IMPOr tomaste rr o ciN 1 HOW to Import a set of EXteniSiOnNS sisi acido A E aaia is 2 DOr ne a E E E 3 MADONE Usera a 3 HOW TO importing USCIS irritada ic pi iaa iia 5 Chapter O e OE UU T S a 1 Scheduled Configuration Import ccsccccccscsccccccscnccccccscsccccccscnceccecscsceccccscnceseccecscesescecs 1 Parameters which can be imported srta iodo dejao Diieiao ceda 1 Editing the Configuration Import Schedule ooccccccnccnnconocnnncnaccnnonanonononaronnonanonnnnnnonnnnnnrnnnonanonnnnnnoss 2 e O 1 Acronyms amp GIOSSANY ordre 1 1506 002 R3 5 0 0 MyCalls Advanced Call Management System AS EE E ea ceneeuehesiene endo 1 A asec sae Bas aes tae assests ats ece trap ne sce see ees lees eee 3 APRENDA ocio ias dida 1 MyCalls License 1 1506 002 R3 5 0 0 How this manual is organised How this manual is organised The MyCalls consists of Call Recorder and Call Manager Each product is available independently or they can be purchased as a c
93. Filter textbox Has a note Finds all calls which have a note attached No Note Finds all calls with no note attached You can also choose which call types to include and the maximum number of calls to display Today e 0570172011 00 00 nan Matches iter Drag a column header here to group by that column Date Time From Device To Device Number 211012011 13 54 001 001 205 205 01606643101 pr ee EE NO A E anal 211401 22011 13 53 On 0011 205 205 01606643101 oe 101 2011 1352 ee penen eee eters alan pres mati ye r E E a E rra 001 001 a A 01606643101 A A AAA 001 007 206 2 01606643101 an Se A TT A A A A ee a oe ee ee Ce oe If you cannot see the quick search click options in the call records view and select Quick Search from the options Having found the call or calls of interest you can add the call to the current playlist or create a new playlist by double clicking the speaker icon for that call For more information on playlists see the playlist section Chapter 3 18 MyCalls Call Recorder Recordings which you cannot listen to Calls that show a speaker icon crossed out means the calls has been excluded from call recording in the recording rules configuration This Week w 20 10 2008 00 00 20 10 2008 PO Ee aa Drag a column header here to group by that column From Device Chapter 3 19 MyCall
94. Grade of service e Grade of service Custom Detailed Reports General Various parameters for which usage can be calculated e Call ID e Call type e Costing type e Grouping details e Least cost routing digits e Location name e Location state e Long call e Long wait e PBX code e Short call e Telephone number e Time of call e Total transfers Chapter 13 42 Reporting e Transfers to this part of the call e Username Custom Detailed Reports Trunks Values relating to the trunk usage e Destination trunk name e Destination trunk number e Source trunk name e Source trunk number e Trunk name e Trunk number Custom Detailed Reports Extension Values relating to the extension usage e Destination extension name e Destination extension number e Source extension name e Source extension number e Extension name e Extension number Custom Detailed Reports DIDs Account codes Callers Values for these various devices e Name e Number Custom Detailed Reports Costs e Call costs e Handling costs e Overall costs e Profit e Taxes e Total call cost Custom Detailed Reports Times e Held time e Ring time Chapter 13 43 Reporting e Talk time e Total duration Custom Detailed Reports Completion Codes e Completion Code level 1 e Completion Code level 2 e Completion Code level 3 Report Viewer Once a report has been generated it is presented in the report vi
95. K Location Specific Costs Location Specific Costs are additional costs that are dependent on the location of the PBX where the outgoing calls will be made from These include the following e Local Area Codes e Carrier Associations e Profit Margins e Taxes Edit Local Area Codes Local Area Codes are the area codes that will incur a local rate call charge They are dependent on the location of the PBX and by default are governed by the area code entered for the PBX when it was Created The system will automatically assign the local area codes for you when the PBX is created If however these are incorrect for you then they can easily be modified manually Area codes must be specified without the trunk access code The list of local area codes can also be imported from a file which can be easier if you have the information available from another source The format of the file is very straight forward one area code on one line followed by carriage return 1270 1260 1606 United Kingdom Local Area Codes The United Kingdom defines its local area codes by the area codes that are adjacent to the one that is specified for the area code of the exchange the PBX is connected to Chapter 12 11 Call Costing How To Editing Local Area codes 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Location Specific category in the left pane of the window This wil
96. Manage Communications MyCalls SL1000 SL1100 User Guide Manage Communications Measure Effectiveness Improve Service Control Costs 1506 002 R3 5 0 0 MyCalls SL1000 SL1100 User Guide 1506 002 R3 5 0 0 MyCalls SL1000 SL1100 User Guide Copyright Copyright This material is copyrighted by Kelmar Software Solutions Ltd Any unauthorised reproductions use or disclosure of this material or any part thereof is strictly prohibited and is a violation of the copyright laws of the United Kingdom Kelmar Software Solutions reserves the right to make changes in specifications at any time and without notice The information furnished by Kelmar Software Solutions in this material is believed to be accurate and reliable but is not warranted to be true in all cases Pentium is a trademark or registered trademark of Intel Corporation or its subsidiaries All other brand names and product names referenced in this document are trademarks or registered trademarks of their respective companies Copyright 2012 all rights reserved Kelmar Software Solutions Ltd Genesys Court Denton Drive Northwich Cheshire CW9 7LU United Kingdom MyCalls Advanced Call Management System WHAT THIS GUIDE CONTAINS This end user guide contains essential information about MyCalls illustrating the use of the MyCalls application and then providing steps to customize the application to end user requirements WHO SHOULD READ THIS GUIDE Thi
97. Profit Incoming 8 00 Free 0 00 Local 7 50 5 This window will list all the call types used by the system and for each call type you can enter a Profit value in the Profit column Then you can select from the Apply as column whether you want to apply the profit as a percentage of the calls total cost or as a fixed amount Click OK Chapter 12 14 Call Costing Edit Taxes The taxes that are applied to calls are intended to be used when invoice styled reports are generated to be used to bill external customers The cost of a call that is subject to taxes is the call cost handling cost profit Up to four separate taxes can be defined and are added together and applied to all calls How To Editing Taxes 2 Select the Costs option from the Configure menu or click the icon on the toolbar Expand the Location Specific category in the left pane of the window This will display all available PBXs in your enterprise Expand the PBX you want to configure the costs for Click the Taxes option Click Edit Taxes Description Rate 17 50 0 00 0 00 0 00 5 This window will give you four entries to define four separate taxes You can provide a description for each tax entry and also the rate of taxation as a percentage 6 Click OK Carriers Carriers are also known as operators and are the telephone companies that provide the telephone service to your company It is p
98. Protocol ISDN Integrated Services Digital Network ISP Internet Service Provider IVR Interactive Voice Response Chapter 17 1 Acronyms amp Glossary IXC Interexchange Carrier KM Knowledge Management KPI Key Performance Indicator LAN Local Area Network LEC Local Exchange Carder MIS Management Information System NCC Network Control Centre NOC Network Operations Centre PABX Private Automatic Branch Exchange PBX Private Branch Exchange PDA Personal Digital Assistant PRI Primary Rate Interface PSN Public Switched Network PSTN Public Switched Telephone Network QOS Quality of Service RNA Ring No Answer ROI Return on Investment SBR Skills Based Routing SL Service Level SLA Service Level Agreement UCD Uniform Call Distributor VolP Voice over Internet Protocol VPN Virtual Private Network VRU Voice Response Unit WAN Wide Area Network Chapter 17 2 Acronyms amp Glossary Glossary Abandoned Call Inbound Also called a lost call The caller hangs up before reaching an agent Abandoned Grade of Service The percentage of calls that are abandoned after an acceptable amount of time Calls that are abandoned before the specified time are not considered A value of 97 is generally considered an adequate Abandoned Grade of Service Account Code Also known as Project Codes or Bill Back Codes Account Codes are additional digits dialled by the calling party that provide information about the call If all calls come i
99. RUE TRUE gt 304 Emma Cooper TRUE TRUE 6 305 Stan McKay TRUE TRUE 7 306 Kyle Marsh TRUE TRUE 8 307 Eric Johnson TRUE TRUE 9 308 Katie Whittaker TRUE TRUE 10 309 Paige Jarvis TRUE TRUE 11 310 Alyssa Vickers TRUE TRUE The following example shows the process for importing extensions Extensions are the most complex device to import other devices follow the same series of steps but with fewer items to specify Chapter 15 1 Importing Data Into MyCalls How to Import a set of Extensions Generate the CSV file See formats below Navigate to the respective configuration screen Configuration gt Telephone system gt PBX gt Extensions Click the Import Extensions option arated Vz ane rhe format is Number Statistics True False Computer All fields must ded can the 1 be edited or deleted if necessary Import as Type CAUsers james DesktopWExensions csv Unassigned Y First line contains column headers Import to extension group None Import users to organisational group VY Create Users for named extensions Accounts Name User Name Enable Hot Desk Enable Statistics Computer Rob Smith Rob Smith Steve Gates Steve Gates Chloe Fields Chloe Fields Emma Cooper Emma Cooper Stan McKay Stan McKay Kyle Marsh Kyle Marsh Eric Johnson Eric Johnson Kate Whittaker Katia Whittaker idad Chapter 15 2 Importing Data Into MyCalls 4 From the Import scr
100. TO IMPoOrtine EXTENSIONS sra AAA 14 BA RR 17 Creatine ond Edine DIS add 18 HOW To Creating a smele DID Vi 18 How To Creating a range of DIDS siti A ies 18 HOW TOE GIVING ex UNE DIS is 19 PEC OUT COS rod 19 Create Edit Account Codes anida dido 20 How To Creating a single ACCOUNT CONO isis 20 How To Creating a range of Account CodeS occcconccnccnnccnnncnnconncnanonnnonconnonacnnnonancnnonononnnonarcnnonanonnss 20 HOW TO EGITINE existing ACCOUNT COGES rra 21 Group conieur aho anen IE id 22 VIEW INI STOUN Eaa a aaa 22 Identifying stray devices using Unassigned grOUPS occccconoccnnonanonnnnnncnnnnncnnnonanonnnnononnnonaronnonanonoss 22 User Defined GrOUDS roren a a 22 HOW TO Creatine aero UD cad 23 How To Adding an existing device to a group cccooccnccncononncononacononacononacnnonnononarononarononnrononarononnnnnos 23 How To Editing devices within a group e ssssssssssssesesssesssreresrresssrereserersserreseressseereserersseereserersseeee 24 HOW TO Delete roo alaicio 25 How To View or Edit group Membership occcccnnccnnccnccnnnnnnconnnnanonnnnnnonnnonaronnonanonnononcnnnonarcnnonanonoss 26 Miscellaneous CONTSUTACION a Ai ia 27 HOW To COMMUTING Colour an a a a a a osedsarelpasuavenwasteanbelecees 27 VENSE INE a E E E E E N 27 Howto set upan Emall SORV Gl n anena A a ANA 28 FIOW LOZ SeEU UD ait PTAS O 28 Grade of Service and Grace periods aii A ida 29 A O O A seasons 29 To access grades Of service and grace periOdS
101. Test this will send a test email to a known email address to check your system is capable of sending emails using the settings you have specified FTP Information can be deposited as a file on an FTP server for later retrieval by an FTP client application or web browser How to Set up an FTP server Configuration gt System settings FTP server hostname name of your ftp server e g ftp myco com Anonymous Defines if the account on the ftp server is capable of handling uploads from an anonymous user in which case a username and password are not required Login Username username required to access your FTP service Login Password password required to access your FTP service Test this will test the connection to the FTP server specified Chapter 7 28 Telephone System Configuration Grade of service and Grace periods What is Grade of Service GOS You may specify the limits after which a call is treated as having rung or lasted too long You can also configure the relative importance of these limits General Grade of Service is used to measure the percentage of calls which were answered within the target ring time for that department or group compared with the total number of answered calls for that department or group The total number of calls can include long wait calls where the ring time extends beyond the target ring time configured Long Waits number of answered calls which rang for longer than the ta
102. Total number of incoming and outgoing calls relevant to the specific group or device Total duration Total duration of connected incoming and outgoing calls calculated for a specific group or device Total abandoned calls The number of calls where the caller terminated the call before being answered by a group for a defined period Chapter 6 9 Real Time Statistics Creating Grid View real time statistics windows Real time statistics windows can be configured to show groups of devices or individual devices In operation grouped devices are very useful as they show an overall set of values across several devices or users How To Creating a group statistics window for Extensions Groups 1 From the View menu select the option Real Time Information or select the m icon from the main toolbar E Configure Real Time Parameter Windows A Real Time Group Statistics 0 15 Trunk Groups oa Extension Groups Real Time Group Statistics are a set of call statistics t Extensions presented fora selected set of groups fiant Users Tasks 5 DIDs 2 5 Single Value There are no tasks available for this item f Combination Values f Miscellaneous 2 3 Expand the Real Time Statistics section by clicking the to the left of the text and then expand the Extension Groups section Highlight the Group Statistics option by clicking it and in the right side of the window click Create a New Group Statistics
103. a Click edit to configure Non PBX Phone Number Bill File Name iz Area Code Chapter 14 4 System Utilities In the window that appears you can import the calls that appear on an employee s home telephone bill To do this you must set up a template so MyCalls knows how to read the bill Select the PBX area code and phone number the bill is for After the bill has been processed a list of calls will be presented for approval If they are correct click the Send to Database button Click OK Chapter 14 5 Re costing calls How To Re Cost calls 1 Click System 2 Select Re cost Calls Start Date Start Time 28 10 2008 Go 00 00 00 End Date End Time 28 10 2008 D 23 59 59 Y Re Cost the Call Charges Y Re Cost the Handling Charges The taxes and profits will always be recalculated Note that re costing calls is a lengthy process lt can takes up to one and a half minutes per 1000 calls Re Cost Calls 3 In the window that appears you can re cost calls over a specified time period you may want to do this if a mistake was made entering call tariffs taxes or profit margins You can do this by altering the start end date and time Optionally you can re cost the actual call charges and or the handling charges by clicking the boxes The taxes and profits will always be recalculated Once you have altered the information click Re cost Calls Click OK
104. a Window Column Chooser Operator Calls Sales AY cc al 2870 Diane 12 1450 Jenny T 0 Keith 5 1500 Margaret 14 4570 Rob 10 2400 Terry 2 800 External data displayed as a grid External Data Window Leading Sales White Goods External Data displayed as a single value Chapter 6 19 Real Time Statistics Using a Data Source for your data Where external data is derived from a data source the contents will be determined by an sql query The query controls the source of the data and any ordering and filtering which needs to be applied For a grid the column names will be determined by the column names of the query and the number of rows will match the rows returned from the query It is reccomended that care be taken to ensure that the number of rows is kept to a small number to maintain performance Where external data is displayed as a single value then the value displayed from a data source will be the first column of the first row returned in the SQL query How To Configuring an external data source window 1 Select View gt Real Time Information gt Miscellaneous gt External data 2 Select Create a New External Data View from the right hand panel 3 Set up the configuration options as follows Real Time External Data Configuration Configure External Data You may import a single data item or a list of data items from either an XMLFile or an existing Database If using AML you can specify whether to monito
105. a specified time period By using a Ring Time Parameter on abandoned calls this report can show at what point most callers abandon their calls e Summary All Calls by Account Code Provides a summary of the volumes and handling times of different call types for all members of a group for any given type of device e Summary All Calls by DID e Summary All Calls by Extension e Summary All Calls by trunk e Summary All Calls by Costing Type Provides a summary of the volumes and handling times of different call types for any given type of device e Summary All Incoming Calls e Summary All Outgoing Calls e Summary Grade of Service Provides a summary of the percentage of 30 minute intervals for which the Grade of Service exceeded a specified value e Usage Trunk usage by Half Hour Lists the number of trunks that were concurrently busy for each interval The total duration of all the calls for that time interval and a percentage of the trunks busy against the number of trunks available is also shown This report allows you to identify times where your lines are being used most and whether you have too many or too few lines available Chapter 13 10 Reporting Using Report items E Report Distribution Lists J A Repot Templates J Report items Custom Reports Daily Reports E Monthly Reports 5 Weekly Reports y Report Schedules How To Creating a Report item Select Report Template on the left side of the configu
106. able Agent Also referred to as most idle agent A method of distributing calls to the agent who has been sitting idle the longest With a queue longest available agent becomes next available agent Longest Delay Oldest Call The longest time a caller has waited in queue before abandoning or reaching an agent Manual Answer The ACD system is set up so that agents must manually answer calls Manual Available The ACD system is set up so that agents must put themselves back into the available mode after completing any after call work Most Frequent Calls Report Report that provides a list of the most frequent numbers dialled or answered The report can be configured to include or exclude and combination of call types or device Next Available Agent A call distribution method that sends calls to the next agent who becomes available The method seeks to maintain an equal load across skill groups or services When there is no queue next available agent reverts to longest available agent Non ACD Calls Inbound calls that are directed to an agent s extension rather than to a general group These may be personal calls or calls from customers who dial the agents extension numbers Offered Call Offered calls include all times a call has been presented to an agent either answered or not Off Peak Periods of time other than the call centre s busiest periods Also a term used to describe periods of time when long distance carriers provid
107. alues in instruction 6 choose the interval period from the interval period drop down list 8 Refresh Time You can set the refresh time for when you want the statistics in the window to refresh By default this is set to 60 seconds 9 You can change the style of the title and statistics fonts for the window by using either the Edit Title Font button or Edit Status Font button and configuring the various style options 10 When you have completed the configuration of your windows settings then press the OK button and your window will be placed on the currently selected layouts page Press cancel at any time to abort the setup Extension Group Statistics Drag a column header here to group by that column Daily Column Chooser PBX Group Ans Abd Out Int GOS Abd GOS Head Office All Analog Phones 0 0 0 0 0 00 0 00 Head Office All Announcement P 0 0 0 0 0 00 0 00 Head Office All Auto Attendants 0 0 0 0 0 00 0 00 11 Once the window is created you can add additional columns to what is setup using the Column Chooser If you want to remove any columns from the window then hold down the left mouse button on the column header you want to remove and drag the column out of the window area Creation of individual device statistics window is a similar process to configuring a group window but How To Creating an Extension statistics window From the toolbar click View baal Select the option for Real Time Information or select the m
108. an be changed from the sound clips list by selecting the name of the clip and typing the new name over the selected text see sound clip list section New Clip A sound clip can be selected and manipulated just like a normal selection by right clicking over the sound clip and selecting Select New Clip from the menu New clip is replaced with the name of the clip to be selected see below Mew Clip select Hew Clip Export Call Audio Export New Clip Delete New Clip Selecting a new clip Chapter 3 10 MyCalls Call Recorder Intro select Intro Export Call Audio 00 16 Export Intro Delete Intro A E Selecting a clip named Intro To delete a sound clip right click the sound clip waveform and select Delete Clipname from the menu Enhanced player with full waveform and multiple sound clips Exporting Audio The waveform window provides a mechanism to export the call audio to either WMA or WAV file format Right clicking on any part of the window will give you the option to export the whole call Export Call Audio 00 16 Right clicking on a selected area of the call will allow you to export the selection Add to sound Clips Export Call Audio Export Selection 00 07 Cancel Selection Calls can also be exported directly from the Calls View list on the main MyCalls screen Chapter 3 11 MyCalls Call Recorder I
109. an then be edited or deleted if necessary ees as Type Y First line contains column headers Import to extension group None la Import users to organisational group Click OK Click Create or Edit an Extension in the right hand panel Here you will see the extensions that you have imported DIDs DIDs Direct Inbound Dials are numbers that customers dial to reach either an individual personal DID or a specific group DIDs can be published to customers and reports can be generated to identify which DIDs are the most effective Chapter 7 17 Telephone System Configuration Creating and Editing DIDs How To Creating a single DID 1 From the MyCalls Telephone System Configuration screen click DIDs 2 Click Create or Edit a DID in the DID configuration area The Edit DID screen appears 3 Click the Add New DID button 4 Inthe dialogue window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below PBX Code Number Name Head Office DID Group None Enable Real Time Statistics Callback Number Number Enter here the number of the DID you wish to create This must be for a valid DID number configured on your telephone system Name Enter a name for the DID to identify its purpose If left blank the system will populate this field with the Number DID group You can select a DID gr
110. anually Start a Call Recording Backup occcccocccnconoccnnnnnncnnnnnaconnonanonnnnnnronnnnarcnnonanonoss 25 How To Cancel a Running Call Recording Backup occcccocccnncnoccncnnnocnnnnnacnnnonanonnnonaronononocononanonnss 25 A o O O 1 MyCalls Screen La VO Era 1 TM Mal DIS gener ne ee tee ne re Te SRE en eR oia 1 Common features of real time information WINKOWG ccccccssssssseeeccceecsaeesseeececeesauaasseeececeesaaaassess 1 1506 002 R3 5 0 0 MyCalls Advanced Call Management System e Pri UU E IA 3 ajo PP UU O TE A A E A E 1 SOPOCT le JU e IPR En E 1 Modun TO A EA EEE EEE 1 Pupicand Local Layout ai E E 1 How To Saving a public la OU circadiano 3 How To Opening a Public LayO Ulea NN RANE NENU NATEN EEE EEs 3 How To Deleting a Public Layout from the Database ccccoooccnncnncnnnonnncnnnnnaconnonaronnnnnncnnananonnnnnos 4 How To Assign a Public Layout to an Agent Desktop US T oocccccnnccnncnnocnnnnnncnnnonaronnnnnncnnnnnaonnnonos 5 E O E eer erent ae me creer er 5 How To Creating new Pages Sucina teca tecenncosnens 6 HOW TO Delete Pice area E ee eo ees 7 HOW To Save all PATOS estilo oia 7 HOW TO CODY Dap OS sonora 7 HOW To Reload Pages oeste dps iio codec cosa tito 8 How To View screen as an Agent Desktop US T cccooocccnccncccnccnoccnnonanonnnnononnnonaconnonanonnonancnnnnnaronnnnns 8 How To Reset to installation defaults ccccooononoccnnnnnnnnononannnnnnnnnnononannn
111. any calls on that trunk or extension As such these do not appear on call detail type reports Editing Fixed Trunk Type Costs Trunk types can be assigned a fixed cost The amount entered can be specified as an amount for a period defined as hourly daily weekly monthly quarterly or yearly The fixed cost amount will always apply regardless of whether or not the trunk received or made any calls and will be shown on reports as a pro rata figure Chapter 12 1 Call Costing 2 3 Fowed Costs El PBXs 3 H Head Office Trunk Type Costs 8 Extension Type Costs 8 Additional Costs 8 Trunk Costs 8 Extension Costs 8 Handling Costs 8 Location Specific 8 Caniers How To Editing fixed Trunk type costs 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Fixed Costs category in the left pane of the window This will display all available PBXs in your enterprise Then expand the PBX you want to configure costs for 3 Select the Trunk Type Costs option Fixed Costs amp PBXs E B Head Office Extension Type Costs 4 Click Edit Fixed Trunk Type Costs Type a Cost Cost Period Analog oo 0 00 ISDN 60 00 Quarterly Private Wire 0 00 east 1 Day TEPIP 0 00 Weekly Unassigned 0 00 Monthly Quarterly i Yearly 7 5 You can configure the costs for the different trunk types configured on the s
112. ard report template for that type of report There are custom reports available for the following template types e Custom Call Details e Custom Group Summary e Custom Group Summary for each member e Custom Group Summary Profile Where a custom report differs is in the choice of fields which can be shown How To Setup a Custom Report Create a report item based on the custom report template required Configure the reporting period Configure the Device Groups and devices Configure the unavailable codes if required The example screen shows the configuration for the Group Summary custom report Device Type Trunk Groups Select up to 10 unavailable codes 7 All Analog Trunks 7 E All ISDN Trunks E All Private Wires E All Q Sig Trunks E All TCP IP Trunks A Unassigned Trunks hi Include sub groups of selected groups Included Information Call Counts Ge Call Counts Ge Call Counts Ge Inc Abd Out a Available Information Preview Report Chapter 13 37 Reporting 5 Click on the Available information button and Specify your custom fields using the menus and submenus click on the required fields to add them to the report it ornato H Call Durations Costs Call Counts Cancel Call Count Percentages Abandoned Incoming Users Incoming Ring Distribution Abandoned Outgoing Performance Abandoned Ring Distribution Answered Incoming Ring Up To d
113. arms monitor the status of the system This falls into two parts e PBX data monitoring e Disk space monitoring PBX Data Monitoring The MyCalls system regularly receives call data from the PBX If MyCalls does not receive data from the PBX it could mean there is a fault on the PBX This alarm checks to see how long ago the last call record has been received from the PBX This can indicate that the link between the PBX and the call processor has failed Setting this alarm to be active on an alarm schedule which covers only the working hours will mean that this alarm is not triggered in the middle of the night when there are likely to be no calls anyway Disk Space Monitoring A minimum amount Disk apace is required for correct operation of the operating system and the MyCalls database This alarm checks the current disk space available Chapter 11 3 Alarms Y Monitor the PBX Please enter the maximum amount of time in minutes after which you would like to be notified that there has been no data received 15 Minutes Monitor the free disk space Please enter the minimum amount of free disk space in GB below which you would like to be notified GB Call Rate Alarms Call rate alarms are triggered if the number of calls is either lower than a specified value or higher than a specified value for the last hour The call rate alarms can be set up for both e Incoming calls e Abandoned calls e Outgoing calls
114. ars you will see a list of callers in the group which will have been configured using the methods described in the manual sections 6 1 1 6 1 2 or 6 1 4 or by clicking on the Add new caller button and creating a new caller directly in the group You can edit the Alternate Numbers and Names of the callers in this group Select a new Type using the Type Column And you can also change group membership for a member by selecting another available option in the Group field Number Alternate Number Type Caller Group Unassigned oo Reception 5 Press OK to close the window and save any changes you have made How To Assigning Callers to a group 1 If you have configured Caller Groups then you can group individual callers within a group to enhance real time statistics and make reporting easier On the Edit Callers window that is displayed you can either click Edit next to the caller you wish to edit the group for and alter the group in the window that appears or you can do it here by selecting a new group in the Group column You can change as many callers as you wish before saving your changes Chapter 10 5 Callers Alternate Number Group 01606 Business Edit f 01666 Marti Business Edit 01676 Bruce Business IAE Ed it ver 3 When you are happy with your callers selected groups press the OK button to save your changes How To Removing a Caller from a grou
115. asses the number of the phone the caller is using to the call centre in real time ANI is an American term Calling Line Identity CLI is an alternative term used elsewhere Availability The time the agent spends handling calls or waiting for calls to arrive Available State The work state of agents who are signed on to the ACD and are waiting for calls to arrive Average Call Value A measure common in revenue producing call centres It is total revenue divided by total number of calls for a given period of time Average Handling Time AHT The sum of average talk time plus average after call work Average Holding Time on Trunks AHT The average time inbound transactions occupy the trunks Average Time to Answer ATA or ASA A measure that reflects the average delay of all calls including those that receive an immediate answer Also called average delay Average Abandonment Time AAT Also called average delay to abandon The average time that callers wait in queue before abandoning The calculation considers only the calls that abandon Barge In An ACD feature that allows a supervisor or manager to join or barge in on a call being handled by an agent Blended Agent An agent who handles both inbound and outbound calls or who handles contacts from different channels e g email and phone Call Also called contact interaction or transaction Although it most often refers to a telephone call call can also refer to a vide
116. at column Column Chooser Date Time System Category Action Result Description Who UE Calls aj Audit Log LicensedtoUser Company Expires on 08 05 2012 Logged in User None The SL MyCalls Main Screen Call Lists 13 03 2012 00 00 Date Time gt From Device To Device Numiber Abbr Costing Clasa Duration Ring Time Note Taxt 102012 Ved fl 205 200 200 00 de int Imtennal 00 00 05 00 0000 150392012 17 18 241 241 240 240 240 Qu int irienna 00 00 04 00 00 00 115 0201 14 78 01 Bon MESS National 00 00 02 00 00 00 L All MyCalls applications provide call lists in the main display area Where call recording has been installed on its own the standard call log view is available For MyCalls Call Manager installations the additional call views of Unreturned calls Alarms and Audit Logs are also available These views share the following features 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls View the grid Positioning the mouse over the appropriate icon in the bottom grid bar will cause the window to pop up Pin the Grid Allows the grid to be fixed in position by selecting the Pin icon to the top right of the window If the grid is not pinned then it will automatically hide minimise when the mouse is not positioned over the window The window can be adjusted in height by hovering over and clicking the upper part of the
117. ate is added to the Carrier rates table each rate will have an entry for each of the periods you have defined Edit Carrier Rates EJE Edit the Carrier Rates The initial and minimum charges of multiple rates can be changed by clicking the right mouse button and copying then selecting and pasting onto the other rates To edit the first and second period charges of an individual rate click the edit button for that rate To import the carrier rates from an external file click the Import button Drag a column header here to group by that column Mame Period Initial Cost Min Cost Thereafter Cost Thereafter Rate Thereafter Interval Free Daytime 0 0000 0 0000 0 0000 00 00 00 Edit Free Evening 0 0000 0 0000 0 0000 00 00 00 Edit Free Morning 0 0000 0 0000 0 0000 00 00 00 Edit Local Daytime 0 0000 0 0420 0 0336 00 01 00 Edit Local Evening 0 0000 0 0000 0 0000 00 00 00 Edit Local Morning 0 0000 0 0000 0 0000 00 00 00 Edit National Daytime 0 0000 0 0420 0 0673 00 01 00 Edit National Evening 0 0000 0 0000 0 0000 00 00 00 Edit Te ponnn nonn OOOO Faz 00 00 00 Edit i Defining Rate Charges Each rate applies a charging scheme which can contain one or more of the following elements e Connection charge The initial charge for connecting the call e Minimum charge A minimum call charge irrespective of call duration e Initial Period Tariff A period defined at the start of the call e Second Period Tar
118. ation Refresh Type Ey Automatic Manual F3 Web Browser gt hittp www neci co uk n ea biases NEC Infrontia Unites Reseller login Contact us Partner logii Home Solutions Products Partners Company News amp Events P Business Mobility amp Messaging in Healilacare In charge when it matters most Mm Information for NEC relieves UC fear factor Unveils UCB to enablB e Small amp Medium Business truly integrated ia Mel dio 7 z oa lt e i he oe A Configured Web Browser window Chapter 6 28 Real Time Statistics Chapter 6 29 Telephone System Configuration Chapter Telephone System Configuration Configuration options Before you can use MyCalls applications you will need to run the configuration utility To do so you will need to gather at a minimum the following information about your telephone system Trunks The type and number of trunks connected to the PBX switches that MyCalls will be monitoring For example are your trunks ISDN BRI or PRI analogue mobile gateway etc Extensions An itemized list of extensions along with their groupings either by location or business function Ideally identify who is the regular user for each extension Default User DID Numbers If your organization uses DID numbers you will need a list of them and their function or the name of the person who will be receiving call
119. ation when recognizing calls Extensions These represent the physical telephones available in your organization Extensions come in a wide variety of types ranging from traditional analogue phones digital phones VolP phones etc DID s If you use DID numbers within your organization you will need to configure them so that MyCalls is able identify and group calls to each DID or DID group Call recording If you are using call recording then you will need to configure your call recording settings before you can match your calls against their recordings Optional features Alarms You will need to configure the alarm conditions relevant to your organization dependent on what you want to monitor Chapter 7 3 Telephone System Configuration Automatic Device Configuration MyCalls will automatically configure devices as they become visible on the system If a call appears on an extension then that extension will be added to the list of devices if e The device does not currently exist e The device has not been manually deleted from the list The devices which can be automatically configured are Extensions DIDs Account Codes Trunks Following an install of the system it may be advisable to allow a period of several hours whilst the system auto configures the most regularly used devices You can regularly check for devices which have been auto configured by running the system report Auto Configured Devices However don
120. ber followed by any digits and entered with a 012607230 2 will trigger on 01260723002 01260723012 01260723022 01260723032 01260723092 01260 will trigger on any number beginning with 01260 International numbers from the United Kingdom can be detected by 00 Example Restricting Personal Mobile Calls Problem Create a toll fraud alarm that has incoming and outgoing calls selected and traps any non Business calls to a mobile number Create a new Toll Fraud Alarm and name it Mobile Calls Click Next Toll Fraud Alarm Configuration Wizard o E aa Toll Fraud Alarm Wizard Please enter a name for this toll fraud alarm so that others can easily identify it Mame Mobile Numbers Specify the Alarm Schedule associated with this alarm type in this case we only want to monitor these calls during the daytime so we associate the alarm with the schedule Daily Alarms You can Chapter 11 7 Alarms also associate the alarms with an Alarm Distribution List to define who will receive notification of this alarm For this example we choose the Managers list A z mo gt p 7 g 5 E K 7 Toll Fraud Alarm Configuration Wizard x Toll Fraud Alarm Wizard This page allows you to specify the scheduling severity reporting and notification distribution of the alarm Schedule the alarm using the Alarm Schedule Ca The alarm will always be sent to the Real Time Monitors Send the alarm to the members of the
121. bers 8888 4 7 a 2 A Emergency Number Chapter 11 6 Alarms Toll Fraud Alarms Toll fraud alarms are designed to trigger if a call has been made that breaks one of your calling policies The policies available are e Calls that are longer than a specified amount time e Calls that ring for more than a specified amount time e Calls that cost more than a specified amount of money e Calls to certain numbers or types of call e Calls to from certain caller groups e Calls that have a specific account code The toll fraud alarm can be set to be active on extensions and users One alarm can be set to be active on all groups a specified group or all except a specified group Specifying an alarm to be active on all except a specified group is useful if you only want for example to have one group that can make international calls and the others cannot Specifying Outgoing Numbers When setting up a toll fraud alarm you will probably need to define a set of numbers to identify the calls that you wish to trap within the alarm conditions For example calls to mobiles beginning with 07 or calls to a specific area code or even call outside a specified set of area codes When setting these conditions see example below you will need to enter either complete or partial numbers A number can be specified in the full such as 01260519221 Partial numbers can either be with one or more specific digits and entered with a or as a starting num
122. both delay and talk tine Unavailable Codes A user has made themselves unavailable to take calls from an ACD system for whatever reason It is usual to supply a reason code or unavailable code when going unavailable so to track the reasons why this state has been entered User Login Pin code A unique number that the user enters to associate themselves with the telephone system to inform them they are able to take calls usually on one or more ACD queues User Login MyCalls A unique username and password combination assigned to a MyCalls User to allow the user to use the MyCalls application Wallboard Also called reader boards display boards or wall displays A visual display usually mounted on the wall or ceiling that provides real time and historical information on queue conditions agent status and call centre performance Wide Area Network WAN The connection of multiple computers across a wide area Wrap Up Codes Codes which agents enter on their phones to identify the types of calls they are handing The ACD can then generate reports on call types by handling time time of day etc Chapter 17 9 Appendix A MyCalls Licensing MyCalls uses a licensing system to control the features available within the product Once MyCalls has been installed the user will be unaware of any licensing mechanisms other than the fact that certain features will be unavailable There are several versions of the MyCalls Product SL MyCalls M
123. caArealodes csv Notepad File Edit Format View Help ROSEBANK 11115 28 0421 26 1450 ROSEBANK 11141 28 0421 26 1450 KELVIN 11202 28 0859 26 0452 RANDITESFONTEIN 11203 28 1425 25 9516 HALFWAY HOUSE 11205 28 11666 25 98335 OLIFANTSFONTEIN 11206 28 2394 25 9639 HALFWAY HOUSE 1120 28 116066 25 98335 Chapter 14 7 Y Y tip When upgrading the system to a different version any changes you make to the area codes will need to be re imported Chapter 14 8 Importing Data Into MyCalls Chapter 1 5 Importing Data Into MyCalls Configuration data can be imported from a comma delimited file CSV files CSV files can be generated from programs such as excel spreadsheets Import is supported for the following types of entity e Account codes e DDIls e Extensions e Trunks e Callers e Users The steps required to import a set of values are very similar for all the various entities Devices all share the same import format Callers and users have different formats Importing devices Device Import formats All devices follow the same format of Name Extension This is easily produced in either a text editor or any application which creates CSV files such as Microsoft Excel Simply enter the list of values and export the list as a CSV file 4 A B C D 1 Number Name Hot Desk Statistics 2 301 Rob Smith TRUE TRUE 3 302 Steve Gates TRUE TRUE 4 303 Chloe Fields T
124. call time Alarms Service level alarms General Service Level Alarms Are triggered when the general service level drops below the defined minimum service level setting for the alarm A value below the minimum average can indicate that there are not enough staff members available to take all of the calls Conversely if the value is above the maximum value it might indicate that there are too many people available to answer Calls Abandoned Service Level Alarms Are determined by the minimum and maximum average Abandoned Grade of Service GOS in a one hour period Emergency Alarms These are triggered when a call is made to an emergency number You can specify what constitutes an emergency number Toll Fraud Alarms These alarms are used to detect misuse of the phone system These alarms can detect if a call is too expensive or lasts for too long or is to from a specific destination which is considered to be unauthorised Caller Alarms These alarms are used to determine if a caller has been contacted within a specified time period Viewing the alarms When an alarm is triggered an alarm record is generated and stored in the database These can be seen in the Alarms Real Time list View See Real Time List Views Chapter 11 2 Alarms An alarm icon Y is also displayed in the system tray when an alarm is triggered This icon will remain in the system tray until the alarm window has been clicked with the mouse button to indicate
125. ccccsssccccssececeesececcesececeeescceesusececeeeceseensecetsenecesseeceesenes 7 HOW Tos Manipulare The Cla Oi asian ect 7 Configuring Real Time Statistics WINGOWS ccccsssccccsssececcsececcesecceeeesecessuececseeeceeseusecessuaecessuneceesenes 7 Creating Grid View real time statistics WINdOWS cccoooccnnconocnnnonaconnnnannnnnnnncnnnnnncnnnonarnnnonanononnnnoss 10 How To Creating a group statistics window for Extensions GrOUPS ccoocccconcccnnnccnnnnccnonaninonaninono 10 How To Creating an Extension statistics WINdOW occccooccccnocnnonanononannnononnnnncononarononarononanononannnnns 11 SIMI Vale AIN COWS tico ANEN EE AE AIEEE ANE 13 How To Creating a single value WINKOW cccccccsssecccceseccceeseceeeuececeeeeceeeeenecesseecessuneceesenseeetes 16 1506 002 R3 5 0 0 MyCalls Advanced Call Management System Combination Value WiINdOWS sscseecccccsceeesseeccccccsseeesseeececeessueeseeeceeeessueesseeeeeeeesaueasseseeeeeesaaas 16 How To Creating Combination Value Real Time Parameter WiNdOWS cccccesscesesseeneseeeneeeeees 17 REMOVING a Real TIME WIN Wisconsin ae 18 How To Configuring an existing Real Time WINGOW cccccocccnncnnccnnnnnncnnnonaconnnnanonnnnnnonnnonaronnonanonoss 18 TATA Walle cA EXxtemaldald turas alle litio 19 Using a Data Source for your Cate ssl 20 How To Configuring an external data source WINdOW oocccccnnccnncnnncnnnonaconnnnnnonnonanonnnonaronnonanonnos 20
126. ccount Code Groups fal DID Groups al Extension Groups All Organisation Groups Ela Trunk Groups E T Miscellaneous BE E E 2 Select the group you wish to expand e g DIDs 3 You are now presented with two options clicking call rate or performance 4 If you click call rate you will be presented with a call volume chart 5 If you click performance you will be presented with a chart of call wait time ranges 6 On both occasions the following window will appear PBX Display Values HeadOfice Historical Current Only Interval Period Group Daily o All Account Codes oa Refresh Time s 10 Title oul find a J ere e ID Wait Time 7 You can alter the interval period the group and the refresh time 8 Click OK Chapter 6 17 Real Time Statistics Removing a Real Time window To remove a real time window from your layout page Press the in the top right of the window and it will be deleted How To Configuring an existing Real Time window To change the configuration settings of a real time window right click over the selected window with your mouse and select the Configure option from the menu that appears near your cursor You will then be presented with the configuration screen for that type of window and can amend the configuration settings to your requirements PBX Group Head Office 7 All Trunks a Show Summary Edit Title Font Visibi
127. ce level Abandoned service level a Account code group call volume wait time Extension group call volume wait time DDI group call volume wait time Organisation group call volume wait time Trunk group call volume wait time Report Scheduling CCC CI Ye CEC CN AC CCC NACION ARCA wm e e Call summary time periods Call summary over same No v s Interval Group summary for each Call type summary No Yes comparison Grade of service group No Yes summary Grade of service group detail sw sls CC Me Feme j e Feo contura aeree mo Srema f ve a ML A ME Custom Field group summary Custom Field group member summary Custom Field group summary over time Directors Report Playback Audit Report No System Automatic database backup Backup database Database information Remove unwanted information Import bill Re cost calls Import file Call Recording Customisable recording rules Call playback Playback access rights Enhanced Call Playback Call Playback Auditing Optional Optional END OF DOCUMENT
128. ceeesecseeneseeeeeees 2 A PPP A A PI E E 1 NIV CAMS Call Recorder nr aa 1 Ei ON SS oe Ply DAG A e ES EE 1 The rules governing the playback Of CallS ooocccccooccnnnonacnnnnnanonononaconnnoncnnnonanonnnnonocnnonacnnnnnos 1 HOw to Enable a Wiser TOK pla DICK iia din 2 Restricting Call PIAVOACK isso idad 2 How To Configure Call Recording Rules ooocccccnnccnncnnocnncnnaconnonanonnonanonnnonncnnnonaronnnnnncnnnnnaronnnnos 3 1506 002 R3 5 0 0 MyCalls Advanced Call Management System How to Set up recording rules for Extensions ccccccsssececcesscccceesececeesececeeeceeeeusecessuecessuneceesenes 5 Using the Call Playback Interface isis iia 5 HOW TO Select and Playback a Calcio id s 5 Tecate 7 Feature CONSUMO Noob its tii ee eee oa eee 8 o nn e A S 8 Calla ver Wave eE E E tical teleco 9 How To Make a selection in the waveform WiNdOW ssssseccccccceaeessecececcessuaesseeececeessaaaseeeeeeess 9 Creating a sound clip Enhanced player Only cccccoooccnnccononccnnnnonanoninnnonanononnnonanononnnnnaacnnnnnnnos 10 How To Create a new sound Clip cccccooccnncnnccnnnnnncnnnnnaconnnnanonnnoncononnncnnnonanonnnnnnrnnnonarcnnonanonnos 10 EXPORTAN SAI clienta isa reieotiss 11 dio CO EONS te detercindata mona decesartaedsininatietteisenaiadecosalsecewiosumtiscannticteeunnesananed cautentn dar entsetetenaaanncsosecases 14 CcalliPlayer Management Pant cacsccos csevccsesaatqnsecvuccacnaieea
129. cncccccccconoccnnnnnnnnononannnnnnnnnnonnnnnnnnnnnnnnoronnnrnnnnnnnnnrnnnnnnnnnnnnnonnnnos 32 HOW TO Eat Caer A AA 32 Adding or importing Carrier Number Tang8S cccoocccnccnnccnnonnnonnnnnaconononocnnonanonnonononnnnnncnnnonarcnnananonnos 33 How To Add Special or Mobile Number oocccccnnccnncnnccnnnonoconnnnnocnnnnnncnnnnnnonnnonancnnonancnnnnnannnnonanonnss 34 How To Reassign a rate to a nUMberT occcccncccnccnnccnncnnncnnnonaconnnnnnnnnnnnnonnnnnnrnnnonanonnnnnnrnnnonarcnnonanonoss 35 How To Assign International NUMbEES coooccnncnnccnncnnncnnnnnaconnnnncnnnnnnnonnnnnncnnnonanonnnnanonnnnnnrcnnonanonoss 35 How to Importing number espiar 36 How To Import International NUMDETS sotana ida 38 A UI EE E ETE 1 REDONE ireen E 1 WDEMIOTUNTEDO S arraian PO a an eT er 1 SOLS C US Wy MICA Te ports TOTUN csa 1 Creating and Using Report items from a template cocooccccccnnccnnonaconnnnnacnnonnnonnnonanonnnnanonnnnnnonnnnnos 1 The actual report templates are as TOMOWS sesionar sicarios 1 R nninNg a report Template nectar seeds aadennsnconnseneaasatecoaetaemceds 2 How To Run a Report Template immediately cooooccccconocnnncnnncnnnnanonononaconnnnnnonnonanonnnonaconnnnns 2 Usina ROPOT O Sra aa 2 Pre defined Report Item sist eiii 3 a A EEE A o UP PO E E AE RARE 11 How To Creating a Report item cccsccssccseccseccseceseccseccsectsectseecaeececceeeseesceussessseusseuscesseeseeeaes 11 HOW TO Editinea Repo Ie
130. could include a complete group or a single extension Any items not included in the filter are excluded from the report Chapter 13 19 Reporting Deleted devices The option to include deleted devices enables correct reporting of historical data In the event that a report is required for some period in the past and devices had been deleted since then Including an individual device With reference to the screenshot above type a part of the extension you wish to include until you can locate the extension s required from the individual extension list Select the extension s required and click the Add button The extensions to be included in the report will appear in the right hand Included Extensions box Click the remove button to remove the extensions if they are not required Specifying Call types to include in a report Many of the report templates allow you to specify call types for inclusion in the reports This means you can analyse only incoming call types or only outgoing call types or even down to specific types of call such as incoming abandoned outgoing transferred etc For more detail on available call types see the detailed list in Appendix A You can select the call types from the list of Call Types to Include This list includes a breakdown of all the possible call types available or you can simplify the list by deselecting the Show Advanced call types checkbox Alternatively you can select the thr
131. count code The report can be further filtered so it only applies to a certain range of devices such as a specific extension group or organization group Call Details List All Abandoned Calls Created On 18 11 2008 11 37 17 Covering Period 18 11 2008 00 00 00 to 18 11 2008 23 59 59 Report Filtered To Only include call types Incoming Abandoned or Incoming Abandoned Voice Mail Include all matching items in the report Report grouped by None Report ordered by Time of Call Transferred calls are being reported as a single call Total 5 Ring Time CallCost Handling Total Time Of Call User Call Type Duration Tir CallerName Dialled Number Location Cost Cost Totals Calls Totals Calls j A Chapter 13 8 Reporting Monthly Reports e List Most Dialled Numbers Provides a list of numbers that were most frequently dialled or answered The list can be filtered to a specific type of call such as incoming or abandoned or to devices such as the extension group that handled the call or the trunk group All the device types can be used to provide very detailed filtering The results can then be ordered by the total length of calls for that number the call cost for the number or the call handling cost for that number e List Most Frequent Incoming Callers Provides a list of callers that were most frequently dialled or answered The list can be filtered to a specific type of call such as incoming or abandoned or to devices such as the
132. country in the list Any numbers not entered into one of the lists e g international codes not assigned or premium numbers not recognised etc will not be costed If this occurs then once the number is added to the Mycalls number lists then calls can be re costed using the system gt recost calls option Setting up the numbers simply requires the entry of the number and selection of the associated rate from the drop down list How To Add Special or Mobile Number Select the appropriate Mobile or Special Numbers from the carriers menu Click Add Enter the number code and select the rate Chapter 12 34 Call Costing Add a new Mobile Number Add a new Mobile Number The Mobile Numbers assigned to a Carrier must be unique The number must be entered excluding the trunk prefix usually 0 or 1 For instance 0775 and 1775 would be entered as 775 How To Reassign a rate to a number Select the Mobile or special number from the carriers menu Select the rate dropdown for the required number Edit Mobile Numbers Edit the Mobile Numbers Assign a rate to each Mobile number Note that partial numbers can be entered For example the numbers 7 770 and 780 would allow one rate to be assigned to all numbers beginning with 7 apart from 770 and 780 which would have individual rates Rate mobile mobile Click OK How To Assign International numbers Open the International numbers from the carriers menu The li
133. creen area You can configure group or individual statistics grid views Extension Group Statistics 83 Drag a column header here to group by that column Daly Column Chooser PBX Group Ans Abd Out Int GOS Abd GOS Head Office All Analog Phones 0 0 0 0 0 00 0 00 Head Office All Announcement P O 0 0 0 0 00 0 00 Head Office All Auto Attendants 0 0 0 0 0 00 0 00 Real time statistics displayed in the grid view allows you to display cumulative call statistics on users DIDs extensions DID groups extension groups and trunk groups Statistics included by default include answered calls abandoned calls grade of service and abandoned grade of service although more fields are available to be added to the view if required Daily Hourly Single Value windows Single value windows provide numeric or graphical windows showing single value statistics based around Call Rate and Performance Call Rate windows display numerical values only whereas performance statistics can display results as numerical values or graphical values To show these parameters as a numerical value select the Show Single Value in the configuration window Chapter 6 2 Real Time Statistics PEX Display Values Head Office Historical Current Only Interval Period Group Daily gt Al Desk Phones Refresh Time 5 Title Avg Inc Wait Time Visibility Show Title Show Group Show Interval Show Value Show PBX Numerical values appear as a single col
134. d Create selections and store as sound clips Set the start and endpoints of a selection as either a time or via mouse selection Loop round selections or complete calls View transfers as separate sections of a call Navigate between sections of a call Play next and previous sections of a call Create playlists of complete calls Play next previous call in playlist Create notes for calls Auditing of playback and export activity Export of audit logs Export of calls Chapter 3 7 MyCalls Call Recorder Feature Configuration You may not have all the features of the player available The call player feature configuration is determined by the license as follows Waveform Single Bulk call Volume call recording recording export export Playback Display Balance Enhanced Audit Call Playback When a call is selected for call playback it is added to the playlist Double clicking the speaker icon from the call records list launches the player and commences call playback Control of playback is via the playback buttons Waveform Playback Controls Loop Timing Volume Balance Speed How can help rt wh i Begin 00 End ie A Mu 00 00 00 0 00 00 00 0 BoU MO Tao Play selected range sound clip Wid O ME Auto move to next call Drag a column header here to group by that column Date Time From Device To Device Duration ES 21 12 2010 10 16 4 229 Ramona Quiroz oc aran Ime 00 06 03 2112 2010 1
135. d Costs 8 Handling Costs Location Specific 5 PBXs Y Head Office Local Area Codes F lt lt Profit 8 Taxes a8 Camiers 3 Click Carrier Associations option 4 Click Edit Carrier Associations Call Type Carrier Local BT Business National BT Business International BT Business Special Numbers BT Business Mobile Numbers BT Business 5 This window will list all the call types used by the system and for each call type the carrier being used to provide the costing information You can select pre installed carrier information which by default will include BT Business and Least Cost Routing If additional carriers are required then they will have to be configured through the carrier setup screen Click OK Chapter 12 13 Call Costing Edit Profit Margins A profit margin can be applied to a call for each class of call type The profit margin is calculated after the call costs and handling costs have been applied The margin can be specified as either a fixed amount or as a percentage of the total cost How To Editing profit margins 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Location Specific category in the left pane of the window This will display all available PBXs in your enterprise Expand the PBX you want to configure the costs for 3 Click the Profit option 4 Click Edit Profit Margins Call Type
136. d there needs to be at least one PBX administrator created as these are the only users that can do further modifications to the configuration If you do not create a PBX administrator then contact your maintainer who can fix it for you Chapter 9 6 Organisation and Users How To Editing an existing User 1 From the Organisational Configuration screen click Organisation 2 Select the user you want to edit by expanding the group the user is in and clicking on the user E g If you want to edit Max select Max from the organization hierarchy 3 Click Edit User Configuration in the Users configuration area 4 In the dialog window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below Name Abbreviation Job Title max i User Role rganisation ffice admin ice admin Ea Agak De ldop User Password Created By Last Modified By KELMAR SOFTWARE maxine KELMAR SOFTWARE maxine Email Address Creation Date Last Modified Date 16 10 2008 11 38 48 20 10 2008 14 05 18 Enable Real Time Statistics Enable Call Playback 5 Name Enter the users name here that will be used to identify them in the system 6 Abbreviation If the user has an abbreviated name or nickname they would like to be known by then you can enter it here in this field 7 Job Title Enter a job title to describe the users position within the
137. defined reporting period The standard reports can be grouped and filtered to give whatever calls or subsets of calls you require Call Detail reports give a breakdown of individual calls grouped by device or user and filtered as required Total Time Of Call User Call Type Duration Thr Caller Name 2471 01 06 2008 0 04 37 Mone Inc 00 00 10 Heathrow Dep 01 06 2008 07 20 31 None Out 00 02 14 01 06 2008 09 14 06 None Out 00 00 03 01 08 2005 09 15 59 None Out Abd 00 00 00 01 06 2008 09 18 11 None Out Abd 00 00 00 Group Summary reports show cumulative information on device groups or user groups by call type and filtered as required Group Summary Created On Covering Period 26 11 2006 14 16 53 01 08 2008 00 00 00 to 15 08 2008 23 59 59 Report Filtered To show summaries for the device type Extension Transferred calls are being reported as a multiple calls Number of Calls Average Duration Average RingTime Num Long short Group Ans Abd Out Tit Ans Out Ans Abd Wait Cals Call Head Office DESPATGH 0 20 0 0 00 00 00 00 00 00 00 00 00 00 00 0 0 19 E COMMERGE 6 1 31 2 001028 0003 54 00 00 03 00 00 44 D 0 a FINANCE 34 0 42 11 00 01 17 00 02 24 0000 07 00 00 00 0 0 5 IT DEPT 0 0 0 0 00 00 00 00 00 00 00 00 00 00 00 00 0 0 D MARKETING TS 12 49 6 00 01 37 00 02 07 00 00 07 00 00 75 0 0 10 OPERATIONS 454 6 T72 110 00 01 56 00 01 06 00 00 15 00 00 02 0 0 30 PRODUCT 281 1 117 17 000306 00 01 41 00 00 22 00 00 01 0 0
138. ding Server Name Password ae Playback Port Download Speed KBits sec a00 5000 f Archive Port 19802 KH Test Connection Trunk Mappings Trunk UnitID Port Channel Trunk Type Ca Cae a e 6 The Recording Rules dialog is displayed and you can define rules for enabling or disabling calls Selected Do not record the selected extensions Only record the selected extensions Callers Available Selected Bly Ga 1 Do not record the selected callers Only record the selected callers Users Selected Available Do not record the selected users Only record the selected users Available Do not record the selected DIDs Only record the selected DIDs Trunks Selected Available 002 005 gt 006 007 Do not record the selected trunks Only record the selected trunks Call Types Y Record Incoming Calls 4 Record Outgoing Calls 7 Extensions DIDs Callers Trunks and Users can all be included or excluded from being recorded as required Chapter 3 4 MyCalls Call Recorder How to Set up recording rules for Extensions Extensions Selected Aval lable 1208 236 302 Do not record the selected extensions Only record the selected extensions 1 Add devices to the Selected list by selecting them in the Available list and clicking 2 Choose Do not record the selected devices or Only record the select
139. duled to eliminate problems if your system fails ler Go EL Chapter 14 1 System Utilities How To Automatic Backup 1 Click System 2 Select Automatic Backup Backup Time fie 00 00 7 Backup Configuration Preserve backups for 10 day s IF Backup Calls Preserve backups for 1 day s OK In the window that appears you can alter the time of daily automatic backup along with how many days of historical copies to preserve Optionally you can also back up the calls database by clicking the option Backup Calls Click OK Manual Backup Alternatively you can manually backup the databases How To Back up the Database 1 Click System 2 Select Backup database Database Configuration Overwrite file if it already exists Filename Backup Name KSSAccounting Backup Backup Description Chapter 14 2 System Utilities In the window that appears select the database that you want to back up and enter the file name to use for the backup Optionally you can provide a name and description for the backup The filename MUST be a file local to this PC backup CANNOT be made to network shares or UNC paths Click OK Database Information To access the database information select System and click Database Information The window that appears provides all the information you need to know about the current state of your databases Confi
140. e Mail e List All Outgoing Calls e List Calls to International Numbers e List Calls to Mobile Numbers e List Calls to Special Numbers Premium e List Calls Under 1 Minute Long e List Call Costs by Most Expensive Call Provides a list of calls that are ordered by either their duration call cost handling cost ring or held times and above a certain level such as calls over ten minutes long The report can be further filtered so it only applies to a certain range of devices such as a specific extension group or organization group e List Grade of Service Provides a list of the 30 minute interval periods that did not meet the specified grade of Service e List Most Dialled Numbers Provides a list of numbers that were most frequently dialled or answered The list can be filtered to a specific type of call such as incoming or abandoned or to devices such as the extension group that handled the call or the trunk group All the device types can be used to provide very detailed filtering The results can then be ordered by the total length of calls for that number the call cost for that number or the call handling cost for that number e List Most Frequent Incoming Callers e Summary Profile All calls by Half Hour Provides a summary of the volumes and handling times for any collection of device groups split into time intervals e Summary profile ANS Abd Calls by Ring Time Lists the number of calls that have a time parameter within
141. e System Configuration screen click Trunks 2 Click Create or Edit a Trunk in the Trunk configuration area The Edit trunk screen appears Unassigned 002 Unassigned None 005 Unassigned None 3 Inthe dialog box that appears click the Edit button to the right of the trunk you want to edit 4 Inthe second dialog box that appears configure a Name for the trunk and if required select a trunk Group trunk Type and assign an alternate carrier PBX Code Number Head Office 001 Name Type 001 Unassigned Trunk Group Alternate Carrier None None 5 Click OK 6 Repeat these stages for as many trunks as you need to configure 7 Click OK to save all the changes you have made Extensions An extension station is setup to be a pre defined type A user extension would be typically setup as a desk phone cordless phone or cellular phone type A system installer also uses extensions to configure devices such as auto attendants voice mail ports and announcement ports Chapter 7 11 Telephone System Configuration Organising and Naming Extensions Creating and Editing Extensions How To Creating a single Extension 1 From the MyCalls Telephone System Configuration screen Click on Extensions 2 Click Create or edit an extension The edit Extensions screen appears 3 Click Add new extension 4 In the dialog window that appears a number of fields are
142. e alarms each with different settings which you could call Sales and Service to easily identify each alarm Incoming Wait Time Alarm These alarms can be set to trigger if the average wait time for answered calls over the last hour was too low or too high Answering a call too quickly can mean that you may have too many people available to answer the phone or that you customers may perceive that you are just waiting for the phone to ring It is usual for people to expect to wait 2 3 seconds before the phone is answered Answering too late can mean that you do not have enough people to answer the phones and may risk calls being abandoned Abandoned Wait Time Alarm These alarms can be set to trigger if the average wait time for abandoned calls over the last hour was too low or too high If you base your staffing on the fact that your customers will wait a certain amount of time then this alarm can tell you if your assumptions are correct or not If the alarm is triggered because the average has fallen below the minimum value then your customers will not wait on average as long as you think and you may need to either answer the phone quicker or employ more people If the alarm is triggered because the average has risen above the maximum value then your customers are prepared to wait longer than think they will and you may not need as many people to answer the calls Incoming Call Time Alarm These alarms can be set to trigg
143. e call selection You may select several calls from the calls view listing To select a range of call click on the first call required from the list and then hold down the shift key and click on the last call required All calls between the first and last calls will be selected Chapter 3 6 MyCalls Call Recorder 1240142011 16 08 205 205 0101 1001 01606643101 205 205 01606643101 11012011 17 09 205 205 001 001 01606643101 o T TRERERRRER GREE GREE GHEE GS EEO 8 TESS ESS eS 8 Eo T T E m m o 2 H P m 48 11 01 2011 1707 12 01606643101 JE A ee Tr A A LL aa p l IT a l To select several individual calls click on each call whilst holding down the Ctrl key 1220172011 16 08 205 205 001 001 01606643101 12 01 2011 16 06 007 001 01606643101 11 01 2011 17 09 y Onn 001 07606643101 A N i x m 4 om m m pms AO AS m ym a E 1170172011 17 07 HA 001 001 01606643101 J o m yl Dm m m oe p a ms A a e A ESEE E EAEN E EELE EE EAEE ELENE EEE EEEE LLL x na i ed a aa eet a a ACACA la Mp ba The Call Player MyCalls provides a Call Control player specifically designed for call recording and playback The player provides the following functions Play Stop Fast forward Rewind Overall Volume Adjust relative volume between each call participant Change speed of playback without affecting pitch to clarify what was sai
144. e configured to do something different For example the information alarm may send a message to each of the users A warning alarm may send an email to a supervisor A severe alarm may run a report and email it to a supervisor A critical alarm may run an external program that has a paging interface and pages the alarm details to the President of the company Chapter 11 15 Alarms Available Severity Levels Information a The alarm will be displayed in this color E Sea Green Real Time Notifications You can notify specified users of given call events Incoming ring Incoming call Outgoing call in real time You can either Send a message to the configured users by typing in the message contents You can use special placeholder codes 1 Insert the DID present on the call 3 Insert the caller 4 Insert the extension 5 Insert the time the call rang before connection Show a web page A locally available web page can be invoked in a browser Go to this web address Invoke a web URL for display in a browser Chapter 11 16 Alarms You may use the following in messages and web pages to insert selected call information Y 1 Insert the DID present on the call 7 2 Insert the ACD Queue that the call was directed to HIA Insert the caller the call came from or was made to 4 Insert the extension handling the call 7 5 Insert the time the call rang before it was connected Send this
145. e drop down list you can select the name of the screen layout you want to assign to the Agent Desktop users In the Assigned Users field you will see a list of all the Agent Desktop users configured within MyCalls You can assign the currently selected layout to the users by clicking the box to the left of the user s name This will then display a tick to show that the user is assigned the currently selected layout You can remove the tick from a user to de assign a screen layout from them Press OK to save the assign layout selection to the Agent Desktop users Layout Pages Pages are the main component of a screen layout They enable you to display real time window information and arrange it in a way that best suits your organization Layout Configure View Reports System User In Load Public ReaIB BI ER Save Public E Delete Public ue Assign Reset to Installation Default View as Agent Desktop New Delete Save all dz Copy Reload You can switch between saved pages of a layout by using the drop down list of pages within the main toolbar Chapter 5 5 Screen Layouts er Help Extension stats a DIDs tensi Creating New Pages How To Creating new Pages 1 From the layout menu select Pages and click the New option 2 You will be prompted to provide a name for your new layout page Enter a name and click the OK button Layout Page Name f
146. e generally arranged in a hierarchical structure be it a complex one that has multiple sites divisions departments and teams or a simpler scenario where there are groups of people that are arranged in groups to reflect their functions It is possible to emulate this structure within MyCalls and then run reports and gather statistics on how different areas of the business are performing and using the telephone system The structure you create is intended to allow you to recreate business groupings rather than sometimes forced groupings when looking at the type of extension that the call came in on These two approaches are intended to complement each other and allow you to produce reports on exactly what you want to see The organisation is created as a series of groups and users within those groups There are no limits on the number of users groups or levels of groupings that can be created The organisation configuration can be shown by selecting the Organisation option from the che Configure menu or by pressing the icon from the main toolbar AB Office admin gilt Sales i 3 administrator J 3 All Users s 6 User z Q Supervisor 61 44 PBX Administrator z q Enterprise Administrator 1 48 Agent Desktop User ff ACD Supervisor Aa Wallboard User Under the item Organisation the hierarchical structure is shown Expand each item to see the other sub groups that form part of the selected group Under the item All Users the use
147. e lower rates Overflow Calls that flow from one group or site to another More specifically intraflow happens when calls flow between agent groups and interflow is when calls flow out of the ACD to another site Other ACD Calls Calls routed via an ACD queue to an agent but not from the queue in which a supervisor may be responsible Pilot Number A number that represents an ACD or hunt group A call can be either made directly to this number or routed to this number if it is an incoming call PBX ACD A private branch exchange PBX that is equipped with ACD functionality Peaked Call Arrival A surge of traffic beyond random variation It is a spike within a short period of time There are two types of peaked traffic the type you can plan for and incidents that are impossible to predict Chapter 17 7 Acronyms amp Glossary Private Branch Exchange PBX Also called private automatic branch exchange PA8X A telephone system located at the call centre s site that handles incoming and outgoing calls ACD software can provide PBXs with ACD functionality Many refer to a PBX as a switch Queue Queue literally means line of waiting people Holds callers until an agent becomes available Queue Status Alarms Determines the acceptable number of calls in a queue and also the acceptable amount of time that a call can remain in a queue before being answered Real Time Statistics The Real Time Statistics are available on a g
148. e storing single values then the file must contain the following element lt SingleValue gt Chapter 6 22 Real Time Statistics For each parameter which can then be viewed as a single value within a window you must define a lt Param gt Node as follows lt Param gt lt name gt lt value gt lt minvalue gt lt maxvalue gt lt Param gt There can be one or more lt param gt nodes the sub nodes are Name defines the name of the parameter Value defines the value of the parameter Minvalue and Maxvalue define the limits of the parameter value if the value is numeric The Single value definition would look like this lt DataValues gt lt SingleValue gt lt Param gt lt name gt Top Sales lt name gt lt value gt Tom lt value gt lt minvalue gt 1 lt minvalue gt lt maxvalue gt 1 lt maxvalue gt lt Param gt lt Param gt lt name gt Sales Value lt name gt lt value gt 1000 lt value gt lt minvalue gt 1 lt minvalue gt lt maxvalue gt 1 lt maxvalue gt lt Param gt lt Param gt lt name gt Number of Orders lt name gt lt value gt 31 lt value gt lt minvalue gt 1 lt minvalue gt lt maxvalue gt 1 lt maxvalue gt lt Param gt lt SingleValue gt lt DataValues gt The resulting display could look like this Chapter 6 23 Real Time Statistics External Data Window Top Sales You could also create separate windows for Sales Value and Number of Orders
149. ecting and ate click the edit button for that rate To Drag a column header here to group by that column Thereafter Cost Thereafter Rate x Chapter 12 23 Call Costing 4 To add click Add and enter a name for the carrier rate e g Mobile Calls 1 E Add a new Carrier Rate Add a new Carrier Rate The rates assigned to a Carrier must have unique names Mame Mobile Calls 1 5 Click OK 6 A new set of rate entries will appear referenced by the new name you have specified A om Mobile Calls 1 Evening o 0 0 00 00 00 Mobile Calls 1 Morning 0 0 National Cantino 0000000 004 7 To edit an entry click the Edit button on the far right for the rate required Edit 0 00 00 00 Edit 00673 K 00 01 00 Fdlit Chapter 12 24 Call Costing 8 Enter the charging scheme values Edit the Carrier Rates The initial charge on a call is the amount charged for connecting the call Choose Fixed for a period if the charge is the same no matter how far the call extends into the period or Rate if the charge is time based If there is only one charging period then only fillin the Thereafter period Rate Name Period Name Mobile Calls 1 Daytime Please note that all costs should be entered excluding any applicable taxes Minimum cost Initial cost 0 00000 0 00000 First Charging Period Charge ooo Fixed 00 00 00 for the first 00 00 00 P
150. ed extensions You can also decide to include incoming only outgoing calls only or both Using the Call Playback Interface Once logged into MyCalls the calls list will provide access to the recorded calls The leftmost column of the calls list provides an Icon to indicate the call recording status No Icon indicates there is no recording for that call A plain speaker icon indicates a recording has been matched to the call 0 A greyed out speaker icon indicates a recording has been matched to the call but the recording has been disabled A speaker icon with a red cross indicates a recording has been matched to the call but the user is barred from playing back the call A speaker icon with a red cross and a green arrow indicates the call is a transferred incoming call a recording has been matched to the call but the user is barred from playing back at least part of the call el How To Select and Playback a call 1 From the view menu select Call Records View or select Calls from the toolbar at the bottom left side of the screen Chapter 3 5 MyCalls Call Recorder 2 By default the call records view will display the last 50 calls for the current day Calls that have been recorded will show a speaker icon meaning they have been recorded 3 To play a call that has been recorded simply double click the speaker icon located in the far left box t
151. ee basic call types Incoming outgoing and internal by checking the appropriate Call Type Group checkbox Call Types to Include Z Incoming 2 Incoming Conference Z Incoming Abandoned 4 Incoming Abandoned Voice Mail 4 Incoming Transferred 5 Incoming Pickup Call Type Groups All Outgoing call types All Internal call types Configuring the call types for comparison When configuring reports which compare call types for specified intervals see next section you are asked to provide call type information for two sets of call types This is exactly the same procedure as for defining call types described above see Specifying Call types to include in a report with the additional requirement to select two sets of call type Typically you might want to compare incoming versus incoming abandoned or incoming versus outgoing Chapter 13 20 Reporting First Set of Call Types to Include Together Second Set of Call Types to Include Together A Incoming Transferred The available MyCalls usage reports include e Detail and summary reports e Time distribution and profiling e Frequent calls e Top Calls e Trunk Utilisation e Custom reports Standard Report For the purposes of this manual a basic report configuration would contain one or more of the following configuration steps e Reporting period e Grouping e Ordering e Transfer Consolidation e Filtering e Call type selection Most
152. eeeusecessusececeeneceeseueccessunecetseneceesenes 5 How To Delete Organisation group configuration ccccceesecccceesececaesececceeeceeceuseeeeeeecesseeceeeenes 5 User Contursi ritos 5 HOW To Creating a new Useras re 5 How TO Editing am existing USO Fassi tii 7 HOW To Deleting Usera E EE 8 HOW To Assigning Users to a rro Diane ida 8 How To Removing a User from a group esssssseesssserssereessreresrrerssrrressrerssrrressrereseereserersseereserersseerese 9 IMPORT AS USEI S a E E eino 9 HOW TO IMpOrt USO Sisa isa E E E 10 Chapter RE a E E E E E riu EE a 1 811 Pe PU E seseaesesaesseeatecess 1 MrOQuUcuon to Calacoto iia 1 Ereatine andediting calera E 1 HOw To Creating anew Caller sant bos 1 How To Editing an existing Caller cccooonccnconocnnnonanonnnnnacononnncnnnonanonnnnoncnnnnnnconnonaronnonanrnnnnononononas 2 Delete ANS cinto idsrconesseas eras hea E nace ssncueenenashacesaeaceterai 3 How To Delete a single or a range of Callers cccccccssseccccseccccesececeeececeeeceeeeeseceseenecesseneceesenes 3 Tag oe ae aya CAMPS acoso tas 3 Caller dia 3 System and User defined 2roups csscccccsssccccessececcseccccensccceeesececeeeceseeeceeeeeseeeseuaecesseeceesegeeeetes 4 1506 002 R3 5 0 0 MyCalls Advanced Call Management System How To Creating a new Caller grOUP ccccoocccnconoccnnonanonnnonaconnnnnonnnonanonnononcnnonononnnonannnnnnnncnnnnnnonnnonas 4 How To Editing Caller group co
153. een use the Browse button to select the file containing your extensions to be imported 5 If you are assigning all extensions as a specific type then select it from the type menu 6 If you are importing these extensions to a specific extension group then select that group from the Import to extension group menu 7 Clicking the Create users for named extensions option creates organisational users for each extension see section on organisation users 8 Click Load 9 The Extensions to import grid will populate You can now make final decisions as to which of these to import 10 To edit an entry click on the field in the grid and simply type in the edited value 11 To delete an extension select the row and press your delete key 12 If you make a mistake or delete a row unintentionally simply click the Load button to reload the file 13 Once you are happy with your imported list click OK 14 Your extensions are now imported into the configuration Importing Callers Callers are treated in the same way as devices see example above Simply load the CSV file and select the caller type to import You can edit the loaded list prior to committing the import in the same way as for devices Callers CSV files have three fields namely e Number Numeric no spaces e Alternate Number Numeric no spaces e Name Importing Users By setting up a user based import file y
154. eir own layout When you have finished configuring your layout as you want it be viewed from the Layout menu select Save Public Save to database Layout Name Save to external file Cancel You have two options for saving your layout You can either save it in the MyCalls database or you can choose a location on your computer or network and save it as a layout file lay file extension To save to the MyCalls database select the option Save to database and the Layout Name drop down list will become active Enter a new name for your layout to be identified by the system If you wish to overwrite an existing layout in your database then select an existing item name from the list To save your layout to an external file select the option Save to external file and the Layout Name field below will become active Enter a path into the field manually or click the Browse button to select a location to save your file to Enter a name for your file in the File Name field as shown in the image below and then press the Save button to return to the Save Screen Layout window When you have entered the required information to save your layout press OK Once saved a layout can be reopened and used as the current layout Opening a public layout simply creates a local copy of the layout which you are then at liberty to change The changes you make to your local copy do not affect the original public layout
155. ems Chapter 13 2 Reporting Report Items are report templates that have been configured and saved They are created from the Create Saved Report Item option from the report template Each report item must be uniquely named and once created they can be e Run in the same way as a template report e Edited Deleted e Placed into report schedules and run at a predefined time By default MyCalls when installed will have a number of pre configured report items available to be run The report items available will depend on the version of MyCalls being run being either the Basic or Call Manager version Pre defined Report items Custom Reports Daily Agent Activity Provides a summary set of values for all agents of a group for any given type of device The information included on the report is user selectable along with the headings and widths of the columns used to display the information Custom Group Member Summary Daily Agent Activity Created On 18 11 2008 11 14 08 Covering Period 18 11 2008 00 00 00 to 18 11 2008 23 59 59 Report Filtered To Show summaries for the device type Organisation Group Transferred calls are being reported as a multiple calls Group First Login At Last Log Out At Time Free Time Busy Time Unavailable TimeWrapup Chapter 13 3 Reporting Daily Costs by Telephone Number Provides a list of detailed calls that are grouped by a specified device type such as extension or acco
156. ent value or as a range of values over a defined time period or interval such as number of calls answered in each hour Single value windows can only display information relating to a whole group of devices or users including account code groups DDI groups extension groups organization groups and trunk groups Configure Real Time Parameter Windows tl Real Time Statistics O Single Value EE Account Code Groups H DID Groups einai Extension Groups 0 5 Call Rate Sar Performance Hal Avg Incoming Call Wait Time Avg Abandoned Call Wait Time a Abandoned Calls Service Level E Organisation Groups aff Trunk Groups E i Combination Values Chapter 6 13 Real Time Statistics Trunk Groups Account Code Groups Extension Organisation Groups Groups Incoming Calls Outgoing Calls Abandoned Calls IN Avg Incoming Call Wait Time Avg Outgoing Call Call Time Extension Organisation Groups Avg Incoming Call Call Time Account Code Groups DID Groups Avg Internal Call Call Time Avg Abandoned Call Wait Time Avg General Service Level Chapter 6 14 Real Time Statistics Abandoned Service Level No Of Long Waiting Incoming Calls No Of Long Incoming No Of Long Outgoing No Of Long Internal Calls No Of Long Waiting Abandoned Abandoned Service Level Chapter 6 15 Real Time Statistics How To Creating a s
157. epartments within your organization and set user privileges Callers Define people who call you or conversely people who you call on a regular basis Identify callers according to organization or purpose of call e g business or personal callers and create your own caller groups so you can monitor how much time is spent dealing with various organizations Costs Configure a wide range of call costing parameters to allow you to track the costs incurred specify least cost routing and deal with multiple carriers for your call routing Alarms Manage your business effectively by configuring alarms to alert you when an exception condition occurs You can generate reports to show where and when these alarm conditions have occurred You can monitor call rates performance emergency calls disallowed calls etc and assign these to groups devices and users Alarms can be flashed up on the screen and distributed via email System Settings Allow setting up of an email and FTP server for distribution of alarms and reports Operational settings Grace periods allow you to ignore invalid ring times or call lengths and can be configured differently for each Group of devices Grade of service settings allow you to specify when a call has lasted too long or when the ring time was too long Minimum Configuration At the minimum you will need to configure Trunks Carry all calls to and from your organization and are the key mechanism employed by the applic
158. er Second Charging Period Charge 0 00000 Fixed Per 00 00 00 Thereafter Charge 0 00000 Fred z 00 00 00 Per Charging periods can be specified as interval or fixed If interval is specified then an interval and a duration must be specified If fixed is selected then only the duration can be set First Charging Period Charge 0 00000 100 00 00 10 Click OK Chapter 12 25 Call Costing Importing Rates If you need to input a set of rates into MyCalls on a regular basis then it makes sense to create a CSV file from which you can import the rates Importing rates can offer several advantages e Quickly import rates to multiple installations of mycalls e Import rates directly from a file provided by the carrier reducing errors e Easy to keep your rates up to date If the carrier rates are complex as is often the case then you can import the rates from a preconfigured CSV comma separated value file This file may have been supplied by the carrier in a particular format or it may be created manually MyCalls provides a mechanism for relating the fields in a CSV file to the rate values in the MyCalls carrier rate table as described above If the carrier provides rates in a particular format then you may be able to extract the rates directly from the file If this is not possible it may be that you can adapt that file quite easily to produce a file ready for import Whilst a carrier su
159. er if the average time taken to handle incoming calls over the last hour was too low or too high Outgoing Call Time Alarm These alarms can be set to trigger if the average time taken to handle outgoing calls over the last hour was too low or too high Chapter 11 5 Alarms General Service Level Alarm These alarms can be set to trigger if the average service level over the last hour was too low or too high Setting a maximum value of 99 rather than 100 can be useful a 100 value can mean that the people handling the calls are not fully occupied A definition and configuration guide to Service Levels is covered under Grade of Service configuration Abandoned Service Level Alarm These alarms can be set to trigger if the average abandoned service level over the last hour was too low or too high It is quite normal to have a minimum value of 97 and a maximum value of 100 It is widely accepted that you should not expect to have more than 3 of your calls abandon outside of the acceptable wait time Minimum calls per hour Maximum calls per hour Trunk Group kif L D MM PS Y Include Extension groups Minimum calls per hour Maximum calls per hour Extension Group 0 E 0 E Admin e Include DID groups Minimum calls per hour Maximum calls per hour DID Group if Bil at PS br Y ha e Emergency Alarms Emergency alarms are triggered whenever a call is made to an emergency number Emergency Num
160. ers Chapter 1 0 Callers Introduction to Callers 4 4 Caller Groups os All Business Callers 48 All Callers 48 All Personal Callers ay 4 Unassigned Callers Within MyCalls people or companies external to the organisation that you call or who call you are referred to as callers Callers can be categorised by a type as either e Business Callers e Personal Callers e Unassigned Callers Callers can also be placed into user groups so all the contacts within a particular company can be grouped together Personal numbers can also be placed into a user group such as Terry Breen s Personal Callers Setting the type of caller and placing them into a user group allows reports to be generated that are filtered to only show those callers and thereby identifying if someone is taking or making too many personal calls The callers configuration screen can be shown by selecting the Callers option from the Configure menu or by pressing the callers icon from the main toolbar Creating and editing callers How To Creating a new Caller FEN 4 Caller Groups A All Business Callers iB All Callers 489 All Personal Callers i Unassigned Callers Chapter 10 1 Callers 1 At the Configure Callers screen click Create or Edit a Caller The Edit Callers screen appears 01342697598 Delivery Tod Unassigned None Edit 01386712093 TMR Unassigned None Edit 01386712209 Tailor Made Unassigned None Edi
161. ervice The Supervisor in customer service Sarah however can only playback calls in the customer service group Configure Organisation Structure 2 43 Organisation a Office admin Mark EN max 3 44 Customer service je sarah 3 a bill For the Hierarchal user structure to work correctly the users must be assigned to extensions To assign a user to an extension go to configure telephone system and edit an extension The user is only assigned to calls on that extension from the time the extension is assigned to them How to Enable a User for playback 1 In Configure gt Organisation click Create New User or Edit an Existing User Name Abbreviation Graham GP Job Title User Role Manager User Group Email Address Organisation grahamtmypco corr Password HE W Enable Real Time Statistics Enable for Hot Desking Enable Call Playback 2 To give a user the ability to playback calls check the Enable Call Playback box 3 To give the user the ability to export calls click Enable Export of Recordings 4 Click OK to save any changes For more details on users and groups see the Organisation configuration section Restricting Call Playback To enable or disable the recording of certain types of calls or calls made to or from certain parts of your organization you can define recording rules These rules enable or disable specific devices users and call types fr
162. es during a week and no outgoing calls out of hours In this case there would be three alarm schedules created one that covers the working week 08 00 to 18 00 one that covers out of hours during the week and one that covers weekends The toll fraud alarm with a 60 minute call duration alarm would be assigned the working week alarm schedule and the toll fraud alarm with a O minute call duration would be assigned the out of hours and weekend schedules Alarm schedules can also be configured to trigger every time the condition is broken or every X times Useful if you have an operating value that is very close to an alarm limit and the figure quite often breaks the limit These types of limits have worked very successfully when connecting to a PBX that uses a very unstable WAN connection In this scenario the no data from PBX was set to 10 minutes and on occasions the link would be down for 20 30 minutes at a time and unfortunately there was little that could be done about that by placing an occurrence threshold on the schedule that was set to 4 it meant that if the alarm fired three times then it was connected then the alarm didn t trigger but if it happened four times in a row then the alarm was raised Alarm schedules can also be limited to a fixed amount of notifications per hour Chapter 11 12 Alarms An alarm should be notified Notifications should be distributed O every time they occur Upto o gt notifications per hou
163. et and any of the number caller account code conditions are met Y Include Outgoing Calls At least one of Incoming Dutgoing Internal must be checked T Include Internal Calls Then specify timing or costing conditions for the alarm You can specify the maximum ring time beyond which an alarm will be generated the maximum call duration and the maximum call cost To set any or all of these limits simply select the appropriate checkbox and using the numeric setting specify the time in seconds J Alarm on calls lasting more than 15 minutes or Alarm on calls ringing for more than q seconds or Alarm on calls costing more than L Ring time alarms only apply to incoming calls Next we can specify how the Number list Caller list and Account code list affect the alarm generation For an alarm to occur the conditions must be met for all three lists For list parameter we can specify Never alarm on items in the list effectively ignore this list Alarm if the item is in the list your list should only contain members on which you want to include for alarm purposes This means you have created a list of prohibited members e g any member of the list is not allowed to make mobile calls Alarm if the item is not in the list The list should only contain members which you wish to ignore for alarming purposes This means you have created a list of allowed members e g anyone in the list is allowed to make mobile calls
164. evice Number User Abbr Duration 1170172011 1255 001 007 200 200 01606643101 Mone gt Inc Thr 00 00 03 11 01 2011 12 54 001 001 206 206 01 606643101 None i Inc Thr 00 00 07 T OV 2011 1254 001 001 E oo CON ll 1170172011 12 21 001 001 06 206 01606643101 Mone Inc Thr 00 00 72 Date Time From Device To Device Number User Abbr Duration 1170172011 12 21 001 001 06 206 01606643101 Mone GP Ine Thr 00 00 04 1170172011 1221 001 001 05 205 01606643101 Hone gt Inc 00 00 08 You can see in detail which extensions have participated in the call and how long each leg of the call lasted Selecting either the main call record or any leg of the call will cause that call to be loaded into the player and played back from the start of the call The currently selected call or call leg is displayed in red Chapter 3 15 MyCalls Call Recorder 91420074 12 97 06 206 Export Call Audio Copy Ctrl C Faste Ctrl Select All Ctrl 4 E Et Clipboard O oed 1 Remove Selected File 1 Remove All 4 _ JIi A da ld ld a A A Ot da Dt DD PARE Panes Right clicking a call in the playlist gives the following options Export Call Audio In the same way as selecting this option from the waveform menu Copy Copies the call details to the clipboard for pasting into a document or report Select All Select all calls in the list Export to File Clipboard Email exports the contents of t
165. ewer The viewer has the following options available from its toolbar Search Refresh eet ewe ee Report Viewer e ey E a Paging 4 a a eo Wi a controls s mehe bors HRS Customise i Zoom Export report Drill Down po Print Paging controls allow navigation between pages in multi paged reports Customise report Provides a number of report customisations Drill Down allows you to drill down to more detail in the report Export allows export to variety of formats including CSV Refresh Allows updating of the report Print Print the report How to create a distribution list Report Distribution Lists are the way by which a Report Schedule sends its results to the outside world You can send the results via emails and FTP servers You can also send the results to a specified folder location How To Creating a Report distribution list 1 Select the Reports option from the configure menu or click the a icon on the toolbar Report Distribution Lists 7 Report Templates 13 Report Items D Report Schedules Chapter 13 44 Reporting Select Report Distribution Lists Click Create a New Report Distribution In the window that appears enter a name and click Next Specify which email addresses the reports will be sent to click Next Specify whether to send the reports to the system FTP server click Next Select a folder on the server a network path where a file containing t
166. ext to the section you wish to change for example logged off end colour Colours Status Call Type Start Color End Color Text Color Available Unavailable Single Value Parameters 5 Coloured Text Coloured Background 4 Click OK 5 Colours apply to all users and are system wide Colours for different call types tend to be similar Reds for abandoned Greens for incoming Blues for outgoing Neutral colours for User related Status System settings In order for reports and alarms to be distributed to various people in your organization you will need to configure one or more mechanisms to transport the information to the intended recipient NB You will normally require the assistance of an IT administrator to set up system related settings Email Information can be sent to one or more email address To achieve this the system needs to be set up with an email sending mechanism via an smtp service Chapter 7 27 Telephone System Configuration How to Set up an Email server SMTP mail server name of your email sending server e g mail myco com or smtp myco com Email address of sender This will appear in the from field of any emails sent by the system This should be a valid email address on the server and ideally will relate to MyCalls e g MyCalls my com Login Username username if required to access your SMTP service Login Password password if required to access your SMTP service
167. extension group that handled the call or the trunk group All the device types can be used to provide very detailed filtering The results can then be ordered by the total length of calls for that number the call cost for the number or the call handling cost for that number e Summary All Calls Provides a summary of the volumes and handling times of different call types for any given type of device e Summary All Calls by Costing Type Provides a summary of the volumes and handling times of different call types for any given type of device e Summary All Calls by Extension Provides a summary of the volumes and handling times of different call types for all the members of a group for any given type of device grouped by extension usage e Summary All Calls by Trunk Provides a summary of the volumes and handling times of different call types for all the members of a group for any given type of device grouped by trunk usage Weekly Reports e List Most Dialled Numbers Provides a list of numbers that were most frequently dialled or answered The list can be filtered to a specific type of call such as incoming or abandoned or to devices such as the extension group that handled the call or the trunk group All the device types can be used to provide very detailed filtering The results can then be ordered by the total length of calls for that number the call cost for that number or the call handling cost for that number List Most Frequent Inc
168. ey have been deleted within the PBX Allow Update Name Allow the name of the parameters to be updated Any name changes made within MyCalls to devices such as extensions will be lost if this option is enabled Chapter 16 1 Scheduled Configuration Import Editing the Configuration Import Schedule Open the Configuration Import wizard by clicking Configure gt Telephone Systems gt PBXs Select the required PBX e g Head Office and select Edit Configuration Import Schedule Es Configure Telephone System Ea El F PBXs EXA Head Office PBX Head Office PBXs are used to organise a configuration in relation to a telephone system A single PBX can support one telephone system configuration When monitoring and reporting is required for more than one telephone system then additional PBXs must be configured Tasks Edit PBX Configuration Use the Edit PBX Configuration wizard to change the name node or user defined notes for the PBX Delete PBX Use the Delete a PBX Wizard to delete this PBX Deleting a PBX will destroy ALL the configuration of items within this PBX This includes extensions and trunks Use with extreme care Edit Configuration Import Schedule Use this wizard to define when and how the PBX configuration is automatically read from the telephone system Close Check the Enable Scheduled Import box Set the Import Interval Import Interval 12 Import every 12 hour s on
169. f a window will allow you to expand the window s height Clicking on a corner of a frame will allow the window to be expanded in both directions at once Selecting multiple windows In order to align or resize multiple windows we must select the required windows on screen To select multiple windows simply hold down the control Ctrl key on your keyboard and click on the windows you wish to include in the selection Each window will be highlighted with a border When multiple windows are selected the format menu will be enabled The automatic alignment and sizing tools operate on the first window selected this means that if you were aligning two windows to the left then both windows would align to the first selected window Automatic alignment and sizing Several automatic alignment and sizing tools are available for you to use when designing your page layouts These tools are located on the top toolbar or can be accessed via the format menu a tU rtq A l i sama dll 5 00 ee St Bt at Alignment and Spacing Tools lt I Align Left Align Centre Align Right AlignTop Align Middle Align Bottom gt E gt L Make Widths Equal Make Height amp Width Equal Make Heights Equal Ht tt de db Make Horizontal Reduce Horizontal Increase Horizontal Remove Horizontal Spacing Equal Spacing Spacing Spacing em ES 4 a y y T E Make Vertical Increase Vertical Reduce Vertical
170. f you have created a sound clip then right clicking the sound clip allows you to export the sound clip as a WMA or WAV file Sound clips can be exported from the sound clips grid using mouse right click and selecting Export sound clip from the menu Sound Cips Note Aud Description Begin End Introduce con 14 944 00 00 36 6793 Delete sound clip How can help Ask customer 46 843 00 01 10 0432 Export sound clip Response Respond to prooem oor 39 210 00 02 01 47 4 Call audio can be exported by using the right click menu in the following locations e Main call list e Any Playlist e Sound Clip list e Waveform window Selecting either Export Call Audio Export Selection or Export sound clip opens a dialog box and you can choose where to save the file and select the format The default filename is determined by the call recording configuration The file format can be selected from the Save as type drop down box izj Save As pein Oe de lt Mylalls DataSources EM Search Doteources P Organize New folder JE ed a E EOS Mame Date modified Type ME Desktop le Downloads Recent Places Mo iteris match your search gt Sy Libraries JE Computer gt Eu Network File name SR ee ARO ee Save as type Microsoft WAV wavw A Hide Folders Cancel Cancel You can export audio for single calls or multiple calls To export multiple calls simply select t
171. g settings Basic Time and Date Entry You will be presented with the options to select a Regular period or a Custom period 13 Call Details Configuration Specify the time period the report should cover time The reporting period can also include two time periods with in the defined date ranges such as 09 00 to 12 00 Period1 and 13 00 to 17 00 Period2 This will only include calls that were handled within each of these time periods Reporting Period Regular Today a Custom Start Date Start Time EE 10 2008 00 00 00 Include calls for the following days End Dat End Ti an 2 2 Mon Wed y Fri 4 Sat 23 7 10 2008 23 59 59 W Tue F Thu 7 Sun Finish Regular Select the report period from the drop down menu e g this week last week etc Reporting Pernod a Regular Today F A Today Ps Yesterday B This Week Last Week This Month Last Month This Year 59 Last Year it Mm 00 Custom Specify the Start End date and times Clicking on the Date displays a calendar control to make selection of Dates easier Chapter 13 15 Reporting sina 2 d EX 10 2008 t Octoberz2008 Mo Tu We Th Fr Sa Su 29 3 12 3 4 5 6 7 E 39 10 11 12 13 14 15 16 17 18 19 20 21 220 24 25 26 of 26 3 W H 1 2 Today Include calls for the following days A series of check boxes allowing you to select which days of the week are included in
172. g the waveform window The selected area will show up as a grey block Release the mouse and the selection will be displayed along with a selection control bar which appears as a white line with a grab handle at either end of the selection Selecting the control bar in the centre will allow you to move the selection left or right Selecting either of the grab handles will allow you to adjust the start or end point of the selection independently Clicking within the selection but away from the selection control bar causes the playback cursor to move to the mouse position Chapter 3 9 MyCalls Call Recorder 00 04 00 06 00 05 Basic Player showing selection but no waveform To cancel a selection simply right click the selection and pick Cancel Selection from the context menu Export Call Audio Export Selection Cancel Selection Creating a sound clip Enhanced player only Once you have created a selection it can be turned into a sound clip Sound clips can be named and are automatically saved into a sound clip list when they are created How To Create a new sound clip To create a new sound clip right click a selection and select Add to sound clips from the context menu This will place the sound clip into the sound clips list with a default name of New Clip The name of the clip is displayed in the waveform window so each clip is easily identifiable The name of the clip c
173. ger is the fully licensed Mycalls product The Mycalls Manager supports multiple users and therefore you will need to log in to the system Logging into the system as a user requires that users with appropriate user types and passwords have been set up during the configuration of the application For more details on this see the Organisation settings section Normally a user will be associated with a default extension If this is not the case then you will be prompted to select your normal extension as detailed below How To Log into the system Click User and then Login User Name pete smith Password Type in a name in User Name and type in a password alternatively click Browse to search for a name Chapter 2 1 MyCalls Call Manager Type part of a user name here Selected user p pete smith Click OK Y BQ ic tip At least one PBX administrator must be defined in the configuration otherwise you can t create or alter any other user Selecting your extension when logging on to MyCalls Call Manager MyCalls Call Manager offers users a hot desk facility This enables a user to log onto any extension of their choice Users must be specifically enabled for hot desking otherwise they will be restricted to their default extension In addition extensions enabled for hot desking will appear in the list of available extensions as well as any extensions for which the user is marked
174. guration Database Maximum size MB Current size MB Free 16 55 60 The database is OK Call Records Database Maximum size MB Current size MB Z Free 4000 3 99 93 The database is OK Removing unwanted information You will from time to time need to remove information from the calls alarms audit entries events or deleted devices lists Deleted devices prevent those devices from being automatically reconfigured so be aware that removing them would allow the devices to automatically reconfigure Chapter 14 3 System Utilities How To Remove unwanted information 1 Click System 2 Select Remove Unwanted Information Start Date StartTime E 10 2008 00 00 00 End Date End Time 28 10 2008 23 59 59 Alarm Entries Audit Entries F Calls F Events Deleted Devices In the window that appears select the date and time range that you wish to delete the information up to and the select the types of information to delete e g alarm entries calls Also you can select whether to remove calls to all extensions or calls to specified extensions Click OK Removal of unwanted information will result in a new audit entry being created detailing the fact that information has been removed This audit entry cannot be removed Importing a Telephone bill How To Import a Telephone bill 1 Click System 2 Select Import Telephone Bill PBX Template Head Office
175. guration area The Create a New Extension Group screen appears 3 In the dialog window that appears a number of fields are available for entry Some are mandatory fields whilst others are optional as outlined below PBX Code Head Office Name 4 PBX Code This field is filled with the assigned name of the PBX currently being configured Read Only 5 Name Enter a name to identify the Extension group for reporting on 6 Click OK Once the device group has been created you should add devices to it You can either open the group editing view and add new devices or you will need to edit existing devices in order to add them to your new group How To Adding an existing device to a group From the MyCalls Telephone System Configuration screen click to expand Extensions Click on Create or edit an extension A dialog showing existing extensions will appear From the list of extensions find the extension you wish to add to the group Click in the group column and select the group you wish to add the extension to Repeat this for any other extensions Click OK Your extensions are now assigned to the user defined groups Having added devices to a group you can then go back and edit the device attributes from within the group window Chapter 7 23 Telephone System Configuration How To Editing devices within a group 9 From the MyCalls Telephone System Configuration screen click to expa
176. handling a transaction Historical Report A report that tracks call centre and agent performance over a period of time Idle Time The time agents are available and waiting for calls Instant Messaging IM A type of text chat between two or more Internet users Integrated Services Digital Network ISDN A set of international standards for digital telephone transmission Interactive Voice Response IVR An IVR system responds to caller entered digits or speech recognition in much the same way that a conventional computer responds to keystrokes or clicks of a mouse When the IVR is integrated with database computers callers can interact with databases to check current information e g account balances and complete transactions e g make transfers between accounts Least Cost Routing LCR is an automated function which routes outgoing calls via the cheapest telecom operator available usually by dialling a prefix to the telephone number Local Area Network LAN The connection of multiple computers within a building so that they can share information applications and peripherals Local Exchange Carrier LEC Telephone companies responsible for providing local connections and Services Chapter 17 6 Acronyms amp Glossary Long Call A call that has exceeded a specified talk time Used to identify which calls are taking longer to handle Can be used as a measure for further training of the operator or agent Longest Avail
177. he required calls from the calls view or playlist right click on the selections and click Export Call Audio When exporting multiple calls the dialog will be slightly different as shown below and export progress will be visible in the status bar for each call the status is also visible for single calls but only usually visible on longer calls Chapter 3 12 MyCalls Call Recorder default values that will be used while MM Outgoing MN Al Today w ee ee Date Time From Device 4 Vis 21 12 2010 10 16 45 45 A or no cccsevencvssssecenesneusueanseresseenevenes Fit eae A HE i Mega AUTIO a OS Y A ANA 21 12 2010 10 16 58 58 z br Wposeece O IN 000 Ra A O 21 12 2010 10 16 217 Janie Galva 5 mo A AA eee RO O 21 12 2010 10 16 216 Henry Hewl 49 215 Howard Car 5 236 Dora Fenner 01644036640 Dora Fenner New Galloway Export Status Chapter 3 13 MyCalls Call Recorder Playback Controls la Rewind Play Stop Fast Forward Next Section E y IICA 7 PR Playlist Controls Waveform Loop Enable Enable The playback controls are as follows e Play Stop operates the playback of the call click to start playback click again to pause playback will then continue from that point e Rewind Click and hold will rewind the cursor single click will set the cursor back at the state of the call e Fast Forward Click and
178. he organization structure to the group From the Organisational Configuration screen select the user you want to assign to a group and drag across to the group and release the left mouse button You can also use the Edit User Configuration window to change the organisation group Name Abbreviation Job Title John Sales manager Group Path Group User Role Organisation Sales Sal A e PBX Administrator Office admin Pene PEA Last Modified By sins CT EER KELMAR SOFTWARE maxine Email Address Creation Date Last Modified Date 06 10 2008 15 41 58 16 10 2008 11 40 00 Enable Real Time Statistics Y Enable Call Playback 4 When you are happy with your users selected groups click OK to save your changes Chapter 9 8 Organisation and Users How To Removing a User from a group 1 The easiest method to remove a user from a group is to drag them from the group they are in and drop them in another group in the organizational hierarchy Simply select the user by hovering over them and clicking the left button on the mouse drag them over to the group you want to move them to and release the left mouse button 2 Forexample move John from office admin into sales 7 Organisation A Organisation 5 a Office admin 3 A Office admin Ea AR max ma 2 4 Sales E Sales en John wo administrator A administrator 3 If you want to remove the user from all groups you can put them in the top level of the hierarchy
179. he report may be stored Click Finish Saving to file is run on the server Setting up the file path must be local to that server It is recommended that this be configured on the server itself When saving to a file if the file exists then the date file is created appended to the filename Chapter 13 45 Reporting Scheduling Reports Report Schedules are the means by which a set of report items can be configured to be run automatically and sent to various destinations at a certain time Note that you must have configured at least one Report Distribution List before you can configure any report schedules How to Creating scheduled Reports 1 Select the Reports option from the configure menu or click the a icon on the toolbar amp Report Distribution Lists A Report Templates L Report tems A Report Schedules 2 Select Report Schedules 3 Click Create a Report Schedule 4 Inthe box that appears enter a name and click Next Schedule Task Start Time E 21 01 2006 00 00 00 Schedule Task Daily Every day s 5 In the next window you can schedule how often a task occurs from the drop down menu e g once hourly you can alter the start time and alter how many days to schedule the task 6 Click Next 7 Select the report items to include by selecting them and clicking Add Available Report ltems Selected Report Items g ai Dr a a 5 Report Items Daily Agen
180. he selection to a text file clipboard or email Email recipients must be configured into the application Remove Selected Remove all Remove items from the playlist Sound Clips Play List Sound Clips Note Audi Mame Description Begin End Show Colour 00 00 03 828 00 00 06 670 Response Customer response 00 00 09 207 00 00 13 388 Y Y Bright Green Any sound clips which have been created are listed under the sound clips tab Each sound clip can have a name description start and end point and a colour There is also an option to show or hide the clip in the waveform window Sound clips are associated with a specific call and will remain in the list until the associated call is deleted from the playlist How To Edit Sound Clip Details Single click on the Name Description Begin or End column for the sound clip This will select the sound clip within the waveform window and select the text or time value for editing For text columns Name and Description simply enter the text required For Begin and End times enter the times required Colour selection can be changed for a sound clip by clicking on the colour column and selecting a new colour from the palette Chapter 3 16 MyCalls Call Recorder Notes A note can be added to a call either in the playlist or from the call record view The notes can be vie
181. hen type in your notes and click Save A note applies to a complete call you cannot enter individual notes for each leg of a call Once a note has been added to a call this will be indicated by a notes icon Double clicking this icon will open the note dialog allowing you to add further notes to the call g 11 01 2011 17 09 205 205 487 11 01 2011 17 07 205 205 Notes are also available as a selectable column from the column chooser Using Quick Search Penod Nutter oD Exters on Note Search Type Note Fitter Cali Types Max Calls Mate tes filter we Ow wee ke 50 Quick Search fields can be used to search by Number DID Extension Call type Date Time Results must meet all criteria in the filter so be careful not to leave anything in the Number box if you are only searching for calls related to an Extension as any calls returned in the grid would need to match both number and extension Searching for calls using the Notes filters Note Search Type Mote Filter Matches filter Quick search can also use the notes field The Note search type can be set to one of the following Matches Filter Finds all notes where the note contains text matching whatever has been entered in the Note Filter textbox Has a note Finds all calls which have a note attached No Note Finds all calls with no note attached If the filter is set to Matches Filter then set the Note Filter box to the search word or
182. ice Type Groups Select All Select None Include sub groups of selected groups Interval 1 Hour Interval Type na Group Summary Time Profile Created On Covering Period 24 10 2008 10 37 31 24 10 2008 00 00 00 to 24 10 2008 23 59 59 Report Filtered To Show summaries for the device type Organisation Group Transferred calls are being reported as a multiple calls Number of Calls Average Duration Average Ring Time Num Long Short Abd Interval Start Ans Abd Out Tir Ans Out Ans Abd Waits Calls Abd Calls GOS GOS Head Office Sales Support Head Office Sales Support 24 10 2008 00 00 00 0 0 0 O 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 0 100 00 100 00 24 10 2008 01 00 00 0 0 0 O 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 O 100 00 100 00 24 10 2008 02 00 00 0 0 0 0 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 O 100 00 100 00 24 10 2008 03 00 00 0 0 0 O 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 0 100 00 100 00 24 10 2008 04 00 00 0 0 0 0 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 0 100 00 100 00 ana Special Usage Reports Directors Report This report gives a general summary of call activity for daily Weekly and Monthly periods Select Directors report from the usage templates and select the reporting period from the wizard screen Chapter 13 31 Reporting B Director s Report Configuration IS Empowered by Innovation Director s Report Created On 13 01 2011 11 51 45 Covering Period
183. iew data from an SQL server database you will neeed to enter a valid connection string and SQL query The details of the connection string varies according to requirements but as a guide the following string contains the essential requirements Data Source SERVER NAME Initial Catalog DATABASE NAME User ID USERNAME Password PASSWORD The dialog below shows a typical setup Real Time External Data Configuration Ss Configure External Data You may import a single data item or a list of data items from either an AMLFile or an existing Database If using XML you can specify whether to monitor the file for changes or check it periodically Note that network files cannot be monitored and must be checked Import From Display Type Ey AML File Data Source 5 Single Value Grid Database Database Type Refresh Time 5 SOL Server B 5 Connection String Data Source vMJSW Servers kss Initial Catalog 5ales Persist Secunty Info Test SQL Statement select from dbo Sales Values order by Sales Value Desc a Title Operator Data Font Header Font Example Viewing the contents of an Excel file Excel files can be used as a data source using an ODBC connection You will need to generate an system ODBC connection using the windows ODBC data source utility See Microsoft documentation on creating an ODBC connections This defines the Excel file to be used as a data source Having created the ODBC connection you simply need to
184. iff A period immediately following the first period e Thereafter period Tariff Any call time following the second period If the Rate scheme has only one price and it does not vary by the length of the call then you must use the There after element Each of these elements will have a cost duration and a charging interval As an example the initial period tariff may be 0 05 50p for the first 5 minutes so the rate would be set up as below First period cost First period duration First period Interval hh mm ss The following describes how to set up the rates Chapter 12 22 Call Costing How To Add or Import a new Carrier Rate 1 Select the Costs option from the Configure menu or click the 2 icon on the toolbar 2 Expand the Carriers option and select the Carrier Rates option under the carrier you want to configure the settings for m a Faxed Costs H Handling Costs H Location Specific Camers The Carrier Rates are the different charging structures that 1 H BT Business Camer applies to a call depending on the number dialed T ls test rates entered here should be exclusive of all taxes Costing Periods Tasks Camer Rates M Add or Edit Camer Rates m Use the Edit Carrier Rates wizard to add import and i change the Carrier Rates Delete Camer Rates Use the Delete Carrer Rate Wizard to delete camer rates EA puse button and copying then sel
185. igure menu or click the Chapter 12 32 Call Costing 2 Expand the Carriers option and select the carrier name of the configuration you want to edit 3 Select the Carrier Rates option 4 Click Add or Edit Carrier Rates Name gt Period Initial Cost Min Cost Thereafter Cost Thereafter Rate Thereafter Interval IO OOOO III eset E Callsto Daytime 0 0000 Lo A 00 01 00 Edit c Calls to Evening 0 0000 0 0420 0 0620 00 01 00 Edit c Calls to Morning 0 0000 0 0420 0 0620 00 01 00 Edit c Calls to Weekend 0 0000 0 0420 0 0327 00 01 00 Edit d Calls to Daytime 0 0000 0 0420 0 1422 00 01 00 Edit 5 To edit the carrier rate you can either select the row as shown above and edit by selecting each column and altering the data 6 Alternatively you can click the Edit button to the right of the carrier rate you want to edit 7 The edit a carrier rate window appears where you can alter the rate name period name minimum costs initial cost first and second charging periods and thereafter charging periods You can select whether the charges are fixed or not Rate Name Period Name ssage Services and Personal Numberi Daytime Please note that all costs should be entered excluding any applicable taxes Minimum cost Initial cost 0 04200 0 00000 First Charging Period Charge 0 00000 z de 00 00 OO for the first 00 00
186. im Time Duration Duration Monday 4807 00 04 20 00 00 16 00 46 10 00 02 21 778 00 10 58 00 01 07 00 00 00 00 00 00 Tuesday 5 657 00 06 05 00 00 16 01 06 46 00 02 28 584 00 04 36 00 00 40 00 00 00 00 00 00 Wednesday 4 742 00 04 12 00 00 14 00 34 32 00 02 20 379 00 06 37 00 00 36 00 00 00 00 00 00 Thursday 4 474 00 05 31 00 00 15 01 02 56 00 02 28 423 00 05 55 00 00 46 00 00 00 00 00 00 Friday 5 340 00 03 43 00 00 14 00 45 00 00 02 22 507 00 05 00 00 00 36 00 00 00 00 00 00 Saturday 3 156 00 06 15 00 00 18 01 23 41 00 02 32 638 00 05 01 00 00 57 00 00 00 00 00 00 Sunday 915 00 01 27 00 00 02 00 31 49 00 01 11 34 00 01 02 00 00 14 00 00 00 00 00 00 Configuring the call types and interval periods requires you to select two sets of call types Each set of call types can have more than one call type selected but the resulting totals will add all values for the selected call types into one total e g if you select incoming and incoming transferred these calls will be added together to produce a single total value for the call type set The Interval period e g Day of Week is selected from a drop down menu during configuration of the report and includes e Minute of hour 1 to 60 e Half hour of day 00 00 00 30 00 30 01 00 etc e Hour of day 0 1 1 2 2 3 etc e Day of week Mon Tue Wed etc e Day of month 1 31 etc e Dayofyear 1 365 6 e Week of year 1 52 e Month of year 1 12 First Set of Call Types to Include Together Second Set of
187. in any way How To Opening a Public Layout You can load a public layout that a user has saved to either the MyCalls database or an external file Opening a layout will permanently overwrite your current screen layout All user types except AGENT DESKTOP users can open public layouts If you are not a AGENT DESKTOP user then you can open a previously saved Public Layout from either a server or client machine From the Layout menu select the option Load Public Chapter 5 3 Screen Layouts The Load Screen Layout window will be displayed If there are layouts saved in the MyCalls database then the Load from database will be selectable but if there are not then you can only load a layout from an external file Layout Name Layout Name Browse Cancel In the Layout Name field manually enter the file path to the layout you want to load or alternatively use the Browse button to locate the file from your computer or network location as shown below using the Open dialog When you have located the layout file press the Open button to return to the Load Screen Layout window and then press the OK button to load the layout into the MyCalls window You can also delete public layouts if required This only affects the public layout and has no impact on any other layouts which may have used this public layout in the past How To Deleting a Public Layout from the Database You may delete a sc
188. ing a summary statistics for the selected device e g All Extensions All DID s or All Trunks SL MyCalls does not allow user defined groups of devices to be created Group Summary by Member This shows a line of summary statistics for each extension trunk or DID depending on the device selected Most Frequent calls Show the numbers which have been dialled or answered by your business in order of frequency Top Calls Provides a list of calls ordered by duration call cost handling cost ring times or held times 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls Configure A Director s Report 24 Group Summary 24 Group Summary for each Member 24 Most Frequent Calls 2 7 Top Calls al J E Weekly Reports Example Configuring a simple call details report The following example describes how to generate a simple extension call details report for the current week For more in depth instructions on creating reports refer to the Reporting chapter Firstly you need to access the report wizard The Report wizard provide a step by step process for creating and running a report based on the type of report you wish to create Before you start the wizard you need to select the appropriate template from the list of report templates Select Report from the main menu Click on Report Templates Click on Usage and then select Call Details This will allow you to create a call details report
189. ing the display values in instruction 6 choose the interval period from the interval period drop down list 9 Refresh Time You can set the refresh time for when you want the statistics in the window to refresh By default this is set to 60 seconds 10 You can change the style of the title and statistics fonts for the window by using either the Edit Title Font button or Edit Status Font button and configuring the various style options 11 When you have completed the configuration of your windows settings then press the OK button and your window will be placed on the currently selected layouts page Press cancel at any time to abort the setup Extension Statistics Eq Drag a column header here to group by that column Daily Column Chooser PBX Extension Name Ans Abd Out Int GOS Abd GOS Head Office 208 20 0 0 0 0 00 00 00 00 Head Office 237 237 0 0 0 0 00 00 00 00 Head Office 300 300 0 t 0 0 00 00 00 00 Head Office 301 301 0 0 0 0 00 00 00 00 12 Once the window is created you can add additional columns to what is setup using the Column Chooser If you want to remove any columns from the window then hold down the left mouse button on the column header you want to remove and drag the column out of the window area Chapter 6 12 Real Time Statistics Single Value Windows Single Value windows are designed to display a statistic that is calculated in real time as each call is processed These values can either be displayed as a curr
190. ingdom 7 18866 75143 You can change the name modify the country the carrier is in and modify the least cost routing digits the carrier uses You can enter multiple sets of least cost routing digits by separating them with a comma but leaving no spaces Click OK Delete a Carrier You can delete an existing carrier at any time by following this procedure How To Delete a Carrier Select the Costs option from the Configure menu or click the icon on the toolbar Expand the Carriers option and select the carrier name of the configuration you want to delete Click Delete Carrier You will be asked to confirm deletion Click Yes to confirm No to cancel Duplicate a Carrier You can duplicate an existing carrier in order to customise its configuration settings but leaving the original configuration as it is Chapter 12 18 Call Costing How To Duplicate a Carrier Select the Costs option from the Configure menu or click the icon on the toolbar Expand the Carriers option and select the carrier name of the configuration you want to duplicate Click Duplicate Carrier Click OK Carrier Costing Periods Carriers offer different tariffs for calls dependent on the time of day the call was made The number of time bands provided by a carrier varies from carrier to carrier though there is usually some form of daytime evening and weekend rate The daytime
191. ingle value window 1 Select the group you wish to show statistics for from the single value window list 2 Select Call Rate or Performance 3 Select the statistic that you wish to view from the list 4 Click Create a New Real Time Parameter Window 5 Inthe dialog window that appears you can alter the interval period choose a group alter the time and tick if you want to show a single value PBX Display Values Head Office x Historical Current Only Interval Period Group Daily All Account Codes e Refresh Time s 110 F Show Single Value Title Avg Inc Wait Time Visibility Show Title Show Group Show Interval Show Value Show PBX Included Incoming Call Types Y Incoming F Overflow 6 The window will appear on the screen Real Time Parameter Window Incoming Calls All Account Codes Head Office Daily 7 Click OK Combination Value Windows A combination window displays several statistics at the same time These can be used to see how one value affects another like a difference in call volume might result in customers receiving longer waiting times In this example more people are needed to answer calls to keep the wait time the same Chapter 6 16 Real Time Statistics How To Creating Combination Value Real Time Parameter windows 1 Click to expand Combination al Configure Real Time Parameter EN E fal Single Value fal Combination Values Gf A
192. ion and Users Pr E Import Bill Re Cost Calls Organisation Group Configuration Organisational Groups are the logical groups of employees that exist within the organization They are arranged in a hierarchy and groups can exist within other groups It is typical that an organization be split up into different departments and then maybe different teams How To Creating a new Organisation group 1 From the Organisational Groups Configuration screen click Organisation 0 40 Organisation 4 All Users 2 click Create a New Group 3 Inthe Create a New Organisational Group window you must enter a name for the group and you can enter notes to describe the group 4 Name Enter a name to describe the organisation group you are creating 5 Click OK Chapter 9 3 Organisation and Users How To Editing organisation group configuration 1 From the Organisational Group Configuration screen click to expand Organisation and select the group you want to edit y Organisation EA Office admin E 3 Customer service A administrator 43 Mark 48 max 2 Click Edit Organisation Group in the Organisational Group Configuration area 3 Inthe Edit an Organisational Group window that appears you can enter notes to describe your selected group In the Group Members window you will see members currently assigned to the organisation group If you have sub groups below this g
193. l Data View Real Time External Data Configuration 3H Configure External Data You may import a single data item or a list of data items from either an XMLFile or an existing Database If using XML you can specify whether to monitor the file for changes or check it periodically Note that network files cannot be monitored and must be checked Import From Display Type XML File gt Data Source Single Value A Grid XML File Name C Users mike Desktop sales xml Browse Watch File Check File Refresh Time 5 Single ltem to Display oD Title Sales Today Display Font Header Font 3 4 Select the parameters in the dialog as follows 5 Import From XML 6 For a single value windows select the following settings 7 Display Type Single Value 8 File Name Browse for the XML file you are using as your data source 9 Watch File Select if you wish changes to the file to be reflected in the window 10 Check File select this if you want to refresh the file contents at intervals specified in the Refresh time setting 11 Single Item to Display Select the Item to display in the window This will be one of the param names defined in the file 12 Title Define the window title Chapter 6 26 Real Time Statistics For a multiple column grid select the following values Display Type Grid File Name Browse for the XML file you are using as your data source Watch File Select if you wish changes to the file t
194. l display all available PBXs in your enterprise Expand the PBX you want to configure the costs for Fixed Costs a Handling Costs Location Specific PBXs Head Office E LOCal Area Codes 7 3 Camier Associations 3 Click the Local Area Codes option 4 Click Edit Local Area Codes Area Code The displayed area codes are those that can be dialled from the location of the PBX incurring just a local charge You can add a new local number by clicking Add or import a local number by clicking Import Click OK Chapter 12 12 Call Costing Edit Carrier Associations Carrier associations are the rules by which the correct carrier for each outgoing call type is determined A carrier can be directly specified which means that the same carrier will always be used for those types of call or least cost routing could be specified which means that the carrier will be automatically selected using the least cost routing digits If least cost routing is specified as the carrier but no match is found in the least cost routing numbers then the call will not be costed How To Editing Carrier associations 2 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Location Specific category in the left pane of the window This will display all available PBXs in your enterprise Expand the PBX you want to configure the costs for 3 Fixe
195. lick on the Extensions tab at the bottom Wa Fl Instructions Users DIDS Extensions Trunks Account Codes Pilot Numbers Callers 3 Copy and paste the headers into a new Excel spreadsheet Enter the appropriate information under each header These headers are Number The number of the extension Name The name of the extensions This is usually the name of the user that the extension is assigned to Hot Desking Whether or not the extension is enabled for hot desking To enable hot desking input TRUE into the field If hot desking is not going to be enabled with this extension input FALSE Statistics Whether or not the extension is enabled for statistics To enable statistics input TRUE into the field If statistics are not going to be enabled with this extension input FALSE Computer The name of the computer that the extension is assigned to In order to work the computer name needs to be complete with the network that he computer is connected to e g Kelmar Software Training1 This field is not mandatory and can be left blank Chapter 7 14 Telephone System Configuration A A a ee O ee A a 1 Number Name Hot Desk Statistics Computer 2 200 John TRUE TRUE 3 201 Sarah TRUE TRUE 4 202 Tom TRUE TRUE E 203 Mand TRUE TRUE Once you have entered all of the required information click Save From the Save as type drop down menu box select CSV Comma delimited csv Give the
196. ling statistic over the previous 1 hour period for example if the time is currently 14 30 then the current value calculated will be that value between 13 30 and 14 30 Types of Real Time Statistics window There are four types of real time statistics accessible via the real time information menu Real Time Statistics Grid View windows Single Value windows Combination value and miscellaneous windows Chapter 6 1 Real Time Statistics m Configure Real Time Parameter Windows pd DID Groups Real Time Group Statistics fea Trunk Groups a Extension Groups Real Time Group Statistics are a set of call statistics t ai Extensions presented fora selected set of groups Em Users Tasks Glia DIDs a Single Value There are no tasks available for this item Ee H fea Combination Values fea Miscellaneous ma Real time statistics Grid View windows display a user defined selection of statistics for one or more devices or groups Single value windows show an individual statistic in either a Numerical or Graphical format Combination value windows show comparative statistics of different statistics on the same graph Miscellaneous windows can display external data from XML Database and other data sources and live web pages Grid View Statistics windows Select View gt Real Time Information gt Real Time Statistics from the MyCalls menu This type of window allows you to view many statistics in the minimum s
197. lity Y Show Title Y Show Calls In Queue Label Y Show Calls In Queue Value 4 Show Trunk Y Show Longest Wait Label Y Show Usage Y Show Longest Wait Value 3 Press OK to apply the changes and view the newly configured window 4 Pressing the cancel button at any time will abort the changes and revert back to the existing settings Chapter 6 18 Real Time Statistics Viewing External data From the View gt Miscellaneous menu we can configure windows to view web based information or information stored in XML files or data sources such as a database External Data from an XML source Viewing external data from an XML file allows you to display XML content either as a single item or as a grid The system verifies the XML is valid and is capable of monitoring watching the file for any changes which occur within the file and updating the window with the latest data This allows you to monitor such items as daily sales figures for instance Alternatively you can set a timer which can update the window at preset intervals The same principles apply to data extracted from a data source Data sources can be conventional databases such as Microsoft SQL Server or ODBC based data sources such as spreadsheet files accounts applications etc Irrespective of whether you derive your data from an XML file or a data source the displayed information will be in tabular form grid or a single value External Dat
198. ll If transfers are consolidated then this indicates the cumulative total of all transfers for that call TFR indicates the leg of the transferred call where the initial leg of the call is TFR 1 If the transfers are consolidated then this column indicates the count of transfer legs Chapter 13 25 Reporting Group Summary reports show the following statistics e Number of calls Answered Abandoned Outgoing Transferred e Average Duration Answered Outgoing e Average Ring time Answered Abandoned e Number of Long waits e Number of long calls e Number of short calls e Costs Call costs Taxes Fixed costs Handling costs Total costs Profit Reports involving time intervals and profiles Several report templates have been specifically designed to provide statistics broken down and analysed in definable time periods There are three basic report templates which do this e Summary Time Distribution e Summary over same time interval e Summary comparison Time Intervals v Reporting period The reports for time distribution time interval and profile require two distinct settings related to time intervals The reporting period Defines the start and end date during which the data for the report was recorded For example we may want to view a report for the month of August or for the past six months or for the past two days These are all reporting periods and they are configured as the first part of the report wizard as de
199. lled Value to appear Enter your data value Type Value Equal To 0 If you select Range two boxes labelled To and From will appear Enter the start and end of your range in these boxes Type From To Range 0 10 Select which attribute of the parameter you wish to highlight You can highlight the Background or the Value Archon Highlight alue Highlight alue Highlight Background Click the colour Edit button to select a colour for the highlighted item This will bring up a colour editing panel Colour O ei Select the desired colour and click OK Chapter 8 11 Highlighting E Color Basic colors NANA AF AAA SEER SEEER BEE IEEREE BEER A A p Custom colors ALA AAA AA Define Custom Colors gt gt ai Click the Flash checkbox if you want the value to flash when this condition is true Flash Click OK to close the The condition windows will now display your newly created condition Your condition will appear in the list of conditions for the selected parameter If you wish to add another condition repeat the process by clicking Add New Condition Once you have added all of the conditions you need click OK Your conditions will now have configured Click OK to view the status window Chapter 8 12 Organisation and Users Chapter 9 Organisation and Users Organisation view Companies ar
200. lls main screen click View gt Real Time Information Navigate to Trunk Group Statistics by clicking the symbol next to Real Time Statistics then click the symbol next to Trunk Group Click Queue Group Statuses 3 2 Real Time Status 2 15 Real Time Statistics off DID Groups a Pilot Number Groups ATT Trunk Group Group Statistics Ea Extension Groups 0 Extensions 0 5 Users 5 2 DIDs femal Pilot Numbers 2 5 Single Value H Combination Yaluez H Miscellaneous Click Create a New Group Statistics View on the right hand panel Select the PBX Select the trunk groups that you wish to include in the table Click the Highlighting button Chapter 8 3 Highlighting PEA Display Values Head Office Historical Current Only Group Interval Period Fil All Analog Trunks y Last Hour ANSON Trunks All Private Wires Refresh Time All TCPAIP Trunks 10 All Trunks Unassigned Trunks E Show Row Numbers Edit Title Font Edit Statistics Font Highlighting oa ama Chapter 8 4 Highlighting A new window will appear where you can start adding conditions Data Value Drag a column header here to group by that column Condition Name cl Condition Action Color Flash Add new condition Delete condition 0 Coca Select a data value from the drop down menu This determines which parameter you set the highlighti
201. lls utgoing Calls All Trunks Head Office All Trunks Head Office BET Daily 12 00 Time MM Outgoing MW Abandoned MM Incoming Public and Local Layouts Local layouts are views that you create on your local machine They viewed only on the computer on which they were created Chapter 5 1 Screen Layouts To share your layout with other users you need to save it as public in a location accessible by other users in the MyCalls database Should you wish to share the layout with users on other sites or create a layout for general distribution then you can save the layout to a disk file Agent Desktop users cannot open public Layouts or create their own layouts as they have a layout pre assigned to them Layouts and Pages Page 2 layout Layout Pages Ml incoming Calls Daily Layouts are created locally ti z ji Page 1 layout e 1 layout and can consist of several g y pages each with a different arrangement of windows Public Layouts and all the pages in the layout can be stored to a database or file and re used by any client pa tin toonen Calls Qu going Head Office A ACD GU rok Tie ae Abandone NO alls Chapter 5 2 Screen Layouts How To Saving a public layout You can save screen layouts as public layouts in either the MyCalls database or to an external file This means that other users can load it and use it as a starting point to create th
202. lt User 032 None Select Type Extension Group Cordless Phone Go None Voice Mail Timeout Seconds 14 If you have clicked Edit to edit the device settings then Click OK to close the dialog 15 Finally once you have finished editing the devices within the group click OK Chapter 7 24 Telephone System Configuration You may also wish to delete a group How To Delete a group 1 From the MyCalls Telephone System Configuration screen click Extension Groups and select the group you want to delete 2 Click Delete Extension Group in the Extension Group configuration area View or Edit the Group Use the View or Edit the Group wizard the view or changes the members for this group Edit Extension Group Configuration Use the Edit Extension Group Configuration wizard to change the user defined notes of the extension group Delete Extension Group Use the Delete Extension Group wizard to delete the extension group 3 You will be prompted to confirm deletion of the selected group 4 Click OK Y Bic tip When a group is deleted all of the member devices of that group will have their user defined group set to none When a group is deleted all of the member devices of that group will have their user defined group set to none Alarms will be deleted if they are configured to a group that is going to be deleted System groups cannot be deleted You can also remove a
203. ltering will be configured later in the wizard depending on what you select If you do not wish filter the res ults to a certain type of device then do not not select that option E BecountCodesiGrours E Biot NumbersiGreups E Costing Types E Callers Groups E Extensions Groups E Call Durations y Call Types FP PBXs A Trunks Groups Users Organisation Groups A DiDs Groups Dialed Received Numbers Lal i t i Include the filter description in the report h 4 2 Select the detailed information for each of the types of filtering selected in stage 1 Each of the device filters defined in the first stage will cause a detail filter screen to be displayed This detailed screen will appear as part of the sequence of screens for configuring the report and will present you with the detailed information appertaining to that device For example the screenshot shown below illustrates the detailed selections for extension devices Extension Groups to Include All Auto Attendants m All Cordless Phones MN Select All Y All Desk Phones All Digital Phones F All Extension Types Select None All Non PBX Phones Include Deleted Extensions Type part of a number here Included Extensions 300 x The detailed filter screens are similar in operation You choose which groups of device to include in the report and or individual devices to include in the report So in the example above you
204. m Summary Reports Call Counts Call counts for different types of calls as follows e Abandoned Incoming e Abandoned Outgoing e Handled e Held e Incoming e Incoming outgoing e Incoming conference e Incoming intraflow e Incoming network e Long calls e Long waits e Offered e Outgoing e Outgoing conference e Outgoing network e Picked up e Short calls e Transfer count Chapter 13 41 Reporting Ring Distributions Call count ring distributions provide a way of reporting how many calls were answered in specific time ranges e g how many calls were answered inside 6 10 seconds as opposed to 11 15 seconds There are two distributions Incoming ring times Calls which were answered Abandoned ring times Calls which were abandoned Custom Summary Reports Call Count Percentages Call count percentage values show how many calls rang up to a specific time and how many calls rang over a specific time You have a choice of Incoming calls and Abandoned calls e g how many calls rang for up to 20 seconds Call count percentage ring distributions split the call count percentages into time intervals as follows e Below 5 seconds e 5 10 seconds e 6 10 seconds e 11 15 seconds e And every 5 second interval up to 60 seconds e Over 60 seconds This allows analysis of the percentage of incoming and abandoned ring times falling into a given time interval Custom Summary Reports Performance e Abandoned
205. ncoming calls MM Outgoing MM Abandoned MW Incoming Chapter 6 6 Real Time Statistics Manipulating the Graphical displays Single value and Combination value windows can display results in graphical format These graphs are easily manipulated to allow you to zoom into the area of interest as follows How To Manipulate the graph 1 The original graph as seen above shows the activity over a 24 hour period from midnight to midnight Generally the data you will be most interested in is during your working hours for example from 9 till 6 MyCalls allows you to zoom in on these areas so that you don t get a lot of space where there s no activity 2 To zoom in on a selected area click the mouse and drag across For example click the mouse at 6am and drag to 6pm 3 Ashaded area will appear over the selected area Time 4 Click to release and a larger zoomed in version will appear ERS of Calls anna 5 2 z AANA RARER RERERERERERER AS ro nenes ETTET RE RERERERERERERERE REDE RE RO 5 Repeat this until you have the desired selected area aa To 6 To return to the original graph click the minus 19 icon on the bottom left side of the graph Click this several times Configuring Real Time Statistics windows Group statistics windows Chapter 6 7 Real Time Statistics You can view a wide variety of statistics for groups by configuring group statistics windows You will need
206. nd Extension Groups cA y FEXs 5 Head Office H 8 Devices oA y Groups a 44 Account Code Groups DID Groups E All Extension Types El Al Non PBX Phones El All Voice Mail Ports E Unassigned Extensions AT Trunk Groups 10 Select the group you want to edit Click View or Edit the Group in the Extension Group configuration area 11 If the group already contains devices then you can edit each device as described below Alternatively you can press the Add New Device button and this will display the device configuration dialog as described previously Once configured press OK and the new device will be added to the group Number Name Type Group Enable Statistics 208 208 Unassigned None Edit 235 Reception Digital Desk Phone Sales Edit 236 236 Unassigned None Edit 237 237 Unassigned None Edit 300 Mark Digital Desk Phone Sales Edit 301 Max Digital Desk Phone Reception Edit 12 In the dialog box that appears you can change the extension name choose the type of device change group membership edit the device and choose whether to enable statistics 13 Clicking on the Edit button allows you to modify the default user and set a voicemail timeout if the device is assigned a type of auto attendant voicemail or announcement port PBX Code Number PAI tootoo t tost tost toot tootoo tooto osto cttoottocttoottooteootos Head Office 032 7 Enable Real Time Statistics Name Defau
207. nd hence see the handling rates entered for each person How To Editing User costs 1 Select the Costs option from the Configure menu or clicking the icon on the toolbar 2 Expand the Handling Costs category 3 Fixed Costs 4 Handling Costs E H PBXs Location Specific 4 Camiers 3 Click User Costs 4 Click Edit User Handling Costs Number Job Title Organisation Group Hourly Cost administrator Sales 15 00 John Sales manager Sales 20 00 pete smith Sales 12 50 Mark Snr sales Manager Office admin 28 00 max Office admin 8 00 bill personal assistant Customer service 12 00 sarah admin officer Customer service 10 00 5 This window will list all users along with their job titles and organisation groups as set through the organisation setup In the Hourly Cost column you can assign per user a pro rata hourly Chapter 12 7 Call Costing rate You can copy a value to multiple users by right clicking the mouse button and copying then selecting and pasting onto the other users 6 Click OK Editing Handling Rules Handling Rules are used to specify when handling costs are applied You can choose to apply configured handling costs to incoming answered calls outgoing calls or both How To Editing Handling rules 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Handling Costs category in the left
208. ndant Cordless Phones Digital Desk Phones IP Desk Phones Non PBX Phones Operator Consoles Voicemail and Unassigned extensions To configure a cost for an extension type enter a costing value in the Cost column and then select one of the costing periods from the Cost Period column Periods selectable are hourly daily weekly monthly quarterly and yearly 7 Click OK Chapter 12 3 Call Costing Editing fixed Additional Costs Fixed additional costs are any other user configured cost that may apply to a trunk or extension device types This could be to include premiums for feature phones over normal phones for example Additional costs must be configured with a unique name You can enter negative additional costs that will be subtracted from any other costs The amount entered can be specified as an amount for a period defined as hourly daily weekly monthly quarterly or yearly How To Editing fixed additional costs 2 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Fixed Costs category in the left pane of the window This will display all available PBXs in your enterprise Then expand the PBX you want to configure costs for 3 Click the Additional Type Costs option 4 Click Edit Additional Costs 5 This window will list all existing additional fixed costs in the system To add a new additional cost click Add 6 Enter a u
209. ned device type as set through the telephone configuration or auto learned from the PBX You can select one of the additional costs from the drop down list which can be accessed for each extension in the Additional Cost column These will need to have been previously created through the Additional Costs under Fixed Costs 6 Click OK Chapter 12 6 Call Costing Handling Costs Handling Costs are costs that can be attributed to a call that are based on the labour costs involved in handling it It is also possible to add further handling costs for each account code DID These handling costs allow calls taken on different account codes DIDs to be charged differently which can be useful if you operate a bureau service for other companies and wish to charge your customers differently The labour costs involved with handling calls still apply to incoming calls as well as outgoing calls The handling costs can be configured to include incoming calls as well as outgoing calls This can be useful to do when you wish to see the how much it is actually costing you for your staff to take personal calls Editing User Costs User Costs are the labour costs involved when employing an individual user Each user can be configured to have an associated user cost Applying a user role of user or supervisor to most users would be very beneficial if user costs are defined as these roles do not allow users to view or edit the configuration a
210. nes but the company could publish up to 1000 numbers if 3 digit DIDs are used Each of these numbers can be assigned a purpose and routed to the appropriate extension or group Dialled Number DN The number that the caller dialled to initiate the call Dialled Number Identification Service DNIS A string of digits that the telephone network passes to the ACD IVR or other device to indicate which telephone number the caller dialled One trunk group can have many 1 NIS numbers Fast Clear Down A caller who hangs up immediately after hearing a delay announcement First Call Resolution The percentage of calls that do not require any further contacts to address the customer s reason for calling The customer does not need to contact the call centre again to seek resolution nor does anyone within the organization need to follow up Forecasting The process of predicting call centre workload and other activities Gateway A server dedicated to providing access to a network Grade of Service GOS The probability that a call will not be connected to a system because all trunks are busy Grade of service is often expressed as p 01 meaning 1 percent of calls 11 be blocked Sometimes grade of service is used interchangeably with service level but the two terms have different meanings Handled Call A call that is received and handed by an agent or peripheral equipment Handling Time The time an agent spends in talk time and after call work
211. network and you have XP Service Pack 2 installed on any of the computers that will receive the message you will need to discuss your requirements with your IT department Chapter 11 14 Alarms Process Process Names pageralert exe Process Name Any number of external applications can be invoked when an alarm condition has been broken The application is passed as a single parameter the string of the alarm message For the example above the command line for the application would be pageralert exe The free hard disk space on your system drive has fallen below 10GB 7GB This is very useful if you wish to implement some extra functionality that is not available within MyCalls yourself Examples of this may be that you run an application that calls a pager or sends an SMS message to a cell phone Alarm Severity Levels Not all alarms need to be problem alarms that you must act on immediately It is useful to be given a warning that if this persists then the problem will escalate MyCalls supports four levels of alarm severity e Information e Warning e Severe e Critical The meaning of each of these is up to the company An example of how these may be used is when looking at the Grade of Service It might be useful to generate an Information alarm if the average Grade of Service drops below 95 a warning alarm if it drops below 90 a severe alarm if it drops below 85 and a critical if it drops below 80 Each alarm can b
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213. ng Outgoing Average Incoming Ring Average Outgoing Select up to 10 unavailable codes Average Ring No Answer Ring Time Email Handling a Held Fax Handling i General E Incoming Meal f Incoming Outgoing Meeting Natural Break Incoming Ring Refreshment v Longest Abandoned Ring Longest Incoming Ring Longest Ring No Answer Ring Time Maximum Call Time Minimum Abandoned Ring Minimum Incoming Ring Minimum Ring No Answer Ring Time Available Information Preview Report Outgoing Call Durations General gt Ring No Answer Ring Time Costs Time To Answe l Call Counts Call Count Percentages Users Performance The following is a summary of the various report parameters A detailed definition of each parameter is to be found at the end of this section Custom Report Parameters fall into the following main categories For custom summary reports e Call Durations e Costs e Call Counts e Call Count Percentages e Users e Performance For custom detail reports e General e Trunks e Extension e DIDs e Account codes e Callers e Costs e Times e Completion Codes Custom Summary Reports Call Durations Call durations show you how long a specific type of call or how long a particular phase of a call has taken Chapter 13 39 Reporting Call Durations General The call durations are broken down into
214. ng conditions for You can set separate conditions for each parameter Data Value Interflow Overflow GOS 46d GOS Click Add new condition Condition Mame Condition Add new condition Delete condition The Edit Condition window will be presented Chapter 8 5 Highlighting Condition Hame Real Time Stats Type From To Range ix 0 10 Action Colour Highlight Value NN E Blast a Click the Name textbox and enter a name for the condition up to 15 characters Condition Mame Real Time Stats Select the condition operator Type Type Equal To B Greater Than Ur Equal To Less Than Range Selecting Equal To Greater Than Or Equal To or Less Than will cause a single box labelled Value to appear Enter your data value Type Value Equal To 0 If you select Range two boxes labelled To and From will appear Enter the start and end of your range in these boxes Type From To Range 0 10 Select which attribute of the parameter you wish to highlight You can highlight the Background or the Value Acton Highlight alue gt Highlight alue Highlight Background Click the colour Edit button to select a colour for the highlighted item This will bring up a colour editing panel Chapter 8 6 Highlighting Colour ae ei Select the desired colour and click OK zl Color Basic color
215. nique name at the next screen for the new additional cost item 7 The new additional costing item will appear in the listing of cost items Name gt Cost Cost Period A n UN 5 Line Display Surcharge 40 00 Yearly 8 Enter a costing value in the Cost column and select one of the costing periods from the Cost Period column Periods selectable are hourly daily weekly monthly quarterly and yearly 9 You can continue to add further additional costs or edit the existing costs 10 To remove an additional cost item you have created select the item from the list of additional costs and click Remove 11 Click OK Chapter 12 4 Call Costing Editing Fixed Trunk Costs Fixed trunk costs are the total cost associated with the trunk s type and one other user defined additional cost if you wish to apply it also to the overall costing of the trunk How To Editing fixed Trunk costs Select the Costs option from the Configure menu or click the icon on the toolbar Expand the Fixed Costs category in the left pane of the window This will display all available PBXs in your enterprise Expand the PBX you want to configure costs for Click the Trunk Costs option 4 Click Edit Fixed Trunk Costs window Number Name Type Additional Cost 001 001 Unassigned None 002 002 Unassigned None 005 005 Unassigned None 006 006 Unassigned None 007 007 Unassigned None 015 015 Unassigned N
216. nk and extension information and Trunk Group was higher in the list than Extension Group then the limit for the Trunk Group would be used Available Active System Wide Extension Trunk DID Ema Move Up Pilot Number CSA User Group Limits note that a limit of 00 00 00 means the limit does not apply Group Name Group Type AbdRing IncCall OutCall Int Call Reception Extension 00 00 00 00 00 00 00 00 00 00 00 00 3 ges aa dci Danon AS bon nono MO AA Toda wow dida 00 00 00 om 0 00 00 Admin Extension 00 00 00 00 00 00 00 00 00 00 00 00 Chapter 7 31 Telephone System Configuration Chapter 7 32 Highlighting Chapter S Highlighting Introduction to highlighting Real time status and real time statistics windows can use visual highlighting as a way of bringing operational issues to the attention of users supervisors and the management team Visual highlighting changes the background or foreground colour of a value when the value being displayed meets certain conditions This allows you to change the window colour if the value exceeds or dips below a required performance level The Highlighting can be configured to draw attention in the following ways e Changing the foreground colour of a value e Changing the background colour of a window e Flashing a value or background colour Visual highlighting can be applied to both real time statistics and if available real time status
217. nnnnnnnonnnnnnnnnnnnnnnnnnninenoss 8 Automatic viewing of multiple PAGES ccccooooccccnnnnncncnnnnocnnnnnnnnnonnanccnnnnnnnnonnnnnnnnnnnnnnnnnnnnrnnnnnnnnnnnnnos 9 How To Create a playback SequencCe ooooocccnnnncnnconnnocnnnnnnnnononannnnnnnnnnononannnnnnnnononnnnnnnnnnnnnnnnnaannnnss 9 Tools to help you layout your PAGeS ssssseccccccccessssseecccceeseeeeeecceeeesseeeesseeeceeeesseauseeeeceseessaganeess 11 ajo PP ue O O O un E 1 Real TINS o AA sueniensceeebacecusieeescacetosec semsesanentesteacewenes is 1 heal Time Statistics WINDOWS vcisrcnnsdvessvtcennrasaccdaiarsanpdannedrosversempsunsaseucasenntenesdunenonieunenaenanietioncoamiennndunss 1 Statistical periods and calcula COINS start E 1 Types of Real Time Statistics WINdOW ccccoooccnnonononnnnnncnnnnnaconnonanonnnnononnnonaronnonanonnononrnnnnnarrnnonanonnnnnnoss 1 Grid View Statistics WINDOWS assess ties 2 Daily Hourly Single Value WiNdOWS cccccssssssseesececccccccccceseeeeeeeeeuesssseesecceeeeeseseueeseeuuueeeesneeeeess 2 Unreturned calls real time windOwWS ccccccccccccssssseeecccessueesseeecccesseueusecececessseugsseeesecesssagaaseeeseess 4 How To Create an unreturned calls real time WindOW ooooccccnnncnnconnnonnnnnnnnnnnnnnnncnnnnnnnonnnnnnnnnss 4 Combination Value WiNdOWS cccccccccnonnocccnnnnnnnnononanononnnnnononnnncnnnnnnnnrnnnnnrnnnnnnnnonnnnnnnnnnnnnnrnnnnannnnnnnnnns 6 Manipulating the Graphical displays c
218. nsion Group then the limit for the Trunk Group would be used Available Active System Wide Extension Trunk ENE ve Ur Pilot Number Account Code lt Remove Move Down User Group Limits note that a limit of 00 00 00 means the limit does not apply Group Name Group Type Inc Ovr Ring Abd Ring Inc Ovr Call Out Call Int Call i Reception Extension 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 Stationary Extension 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 Sales Extension 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 Admin Extension 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 5 Click OK 6 To remove a device simply select the device in the active section on the right side e g extension and click remove 7 Click OK Grace periods What are grace periods Grace periods allow you to specify the minimum ring time an abandoned call must have and the minimum call time incoming outgoing and internal calls must have to be regarded as true calls Only true calls will be used in the call statistics Chapter 7 30 Telephone System Configuration You can define grace periods on the following e Abandoned Wait Time e Incoming Call Duration e Outgoing Call Duration e Intercom Call Duration Grace periods configuration Head Office x Priorities The higher up in the list a Group Type is the more important its limit is For example If a call contained both tru
219. nto a central number then it is possible to enter an account code for each call to identify its purpose Reports can then be run on specific account codes or groups to isolate those calls from all the others Alarm Distribution List Identifies who the alarm notification should be sent to It is possible to specify email addresses computer names and processes to run Adherence to Schedule A general term that refers to how well agents adhere to their schedules The two terms most often associated with adherence include availability the amount of time agents were available and compliance when they were available to take calls After Call Work ACW Also called wrap up post call processing average work time or not ready Work that is necessitated by and immediately follows an inbound call Announcement Port Generally used by an ACD system which periodically transfers a call to an announcement port and plays a reassurance message to the caller if there are no agents free Auto Attendant The auto attendant feature is used to route incoming telephone calls based on selections or information provided by the incoming caller The auto attendant feature may use interactive voice response IVR to prompt the caller to select the call routing based on category choices or it may use the calling number identification to determine the destination e g a telephone number for a specific sales group Agent The person who handles incoming or outgoing
220. o be reflected in the window Check File select this if you want to refresh the file contents at intervals specified in the Refresh time setting List to display Select the list of values to display The XML file may contain several lt gridvalue gt node sets Click OK Web Browser External Data Windows can be used to view websites which can be used to enhance the information visible on your wall board by displaying data from external websites or internal company intranets Configuration is very simple and you can include basic navigation which allows you to go back to your home page or track backwards or forwards between pages you have visited How To Configure a web browser window Select View gt Real Time Information gt Miscellaneous gt Web Browser Select Create New Web Browser Home Page Enter the web address of the page you wish to view Allow Navigation displays back forward and home navigation RefreshType Automatic refreshes the page according to the refresh time setting Manual requires user to manually refresh the page Chapter 6 27 Real Time Statistics Web Browser Configuration P ir Web Browser Configuration Select the home page and the refresh type If navigation is disallowed then any links on the home page will be disabled y Home Page e g www abc com https Mwww abc com http www anysite con E Allow Navig
221. o call a Web call and other types of customer contacts Chapter 17 4 Acronyms amp Glossary Call Forcing An ACD feature that automatically delivers calls to agents who are available and ready to take calls This is sometimes called automatic answer Call Load Also called workload Call load is volume multiplied by average handling time for a given period of time Call Recording A type of monitoring in which the supervisor or automated system records a sampling of calls The person conducting the monitoring then randomly selects calls for evaluation of agent performance Call Time Alarms Determines what the acceptable minimum and maximum average call times should be in a one hour period An average call time that is less than the minimum value can indicate that you may be rushing your calls An average call time that is more than the maximum value indicates that the calls are taking too long and you may need to speed up the conversation Caller Alarms Determines if a caller has been contacted within a specified time period Caller Tolerance How patient callers will be when they encounter queues or experience busy signals Caller Entered Digits CED Digits callers enter using their telephone keypads The ACD IVR or network can prompt for CEDs Calls in Queue A real time report that refers to the number of calls received by the ACD system but not yet connected to an agent Carrier A company that provides telecommunication
222. o from that number are greater than 3 Limit number of items on the report to a maxiumum of 50 Report ordered by Number of Times Transferred calls are being reported as a single call CallCost Handling Caller Name Type Number Location Amount Duration Cost Total Cost 1 232 22 31 12 0 00 0 00 0 00 100 00 00 00 0 00 0 00 0 00 07834659313 Non Geographic Area Code 92 04 38 28 21 17 0 00 21 17 01494588900 High Wycombe 79 01 47 25 0 00 0 00 0 00 Top Calls Provides information listing the calls with Duration Held time or Ring time greater than a defined value or calls with a call cost or handling cost of greater than a defined value Statistics for these calls in the report are e Time of call e PBX e Extension e User e Duration e Dialled Number e Location e Ring Time e Call Cost e Handling Cost e Total Cost Only Include Calls Time Greater than Call Time 0 00 03 DEE Cost More Than Cost Type 0 00 Call Cost Group ltems on Report By Dialed Number Order Report Output By Time of Call Custom Reports Chapter 13 36 Reporting What is a Custom Report A custom report allows you to specify precisely what information you want to include in the report fields For example if you require a report which does not show costing information in a call details report then a custom report can be configured to accomplish that The majority of the configuration process for custom reports follows the stand
223. o play the call 21 12 2010 11 32 300 Joe 001 001 di 21 12 2010 11 32 300 Joe 001 001 21 12 201011 31 300 Joe 001 001 21 12 2010 11 19 300 Joe 001 001 4 21 12 2010 10 50 001 001 301 Mike 21 12 2010 10 10 001 001 r is Call Player invoCall How can help Play selected range sound clip aly MIE T Auto move to next call M gt a ix Begin End 0 h 4 Play List Sound Clips Note Audit Drag a column header here to group by that column Column Chooser Date Time From Device To Device Number Abbr Duration 21 12 2010 13 37 001 001 301 Mike 01154960137 Inc 00 00 54 21 12 2010 10 50 001 001 301 Mike 01154960137 Inc 00 02 42 21 12 2010 13 39 001 001 01154961412 E Inc Abd 00 00 00 21 12 2010 11 32 300 Joe 001 001 01164960396 lt a Out 00 00 08 21 12 2010 11 32 300 Joe 01164960396 00 01 22 00 02 48 4 After you have double clicked the speaker the player will load and play the call At the same time the new call will be added to the playlist 5 The currently playing call or call leg is displayed in Red 6 Right clicking on the calls view will also allow you to playback a call by selecting the Playback Call item from the menu VIEYVILE PU We yl MLL US a 05 Notes I a Playback Call ee Add to playlist wed Call Export Call Audio Multipl
224. of transfer legs in the waveform window Trunk Licensing Whilst trunk licensing is an installation operation it may be necessary for a system administrator to adjust or configure additional channels of call recording The call recorder is licensed to record a certain number and type of channels based on what the customer has bought In order to know which of the channels are to be used the trunks in MyCalls need to be set to the correct type and marked for inclusion in call recording Only trunks that are marked as ISDN or AN4009 are listed Trunks that are either BRI or PRI need to be marked as ISDN within MyCalls Trunks that are analogue need to be marked as Analogue within MyCalls Remaining licenses for each type of trunk are indicated to the right of the Trunk Licensing grid Licensed trunks need to be associated with the appropriate call recorder If only one call recorder is installed then selecting a licensed trunk checkbox will automatically select the call recorder If there are more than one call recoder then you will need to select the call recorder for each trunk Chapter 3 23 MyCalls Call Recorder Trunk Licensing Remaining Licenses Trunk a Type Call Recorder Licensed 001 Digital Main Office a ane 002 Digital Main Office 005 Digital Cromptom Road Analog 006 Digital Cromptom Road IP 0 OK Cancel Backup Call Recordings Call recordings can and should be backed up to an area that can be taken off site
225. om being recorded This allows you to override the normal rules governing users as described above However recording rules cannot enable a user to listen to a wider range of calls than their position in the organisation allows For example a user can only ever listen to their Chapter 3 2 MyCalls Call Recorder own calls however you could specifically disable calls on an extension within a group from being recorded How To Configure Call Recording Rules 1 From the menu select Configure gt Telephone system gt PBX gt Call PBXs G Head Office i Recording BE 5 Agent Control F 5 Call Control j 3 Devices Recording Groups Select the Edit Call Recorder Configuration The Edit Call Recorders window will be displayed select the edit button for the recorder for which you wish to set rules Installed Call Recorders Exported Call Recording Files Mame it Default Filename Frefix ab dit E Date _Times_ lt Numbers_Usere Default Format Microsoft WAW Add call recorder Delete call recorder Enable Transfer Leg Navigation Trunk Licensing Remaining Licenses Trunk Type Call Recorder Licensed 002 Digital Lab eli D03 Digital Lab 004 Digital Lab 005 Digital Lab O06 Digital Lab OW Dinital Lah Analog IF 0 JAAA Chapter 3 3 5 From the call recording configuration page click Recording Rules MyCalls Call Recorder Recor
226. oming callers Provides a list of callers that were most frequently dialled or answered The list can be filtered to a specific type of call such as incoming or abandoned or to devices such as the extension group that handled the call or the trunk group All the device types can be used to provide very detailed filtering The results can then be ordered by the total length of calls for that number the call cost for that number or the call handling cost for that number e Summary All Calls Provides a summary of the volumes and handling times of different call types for any given type of device e Summary All Calls by Costing Type Provides a summary of the volumes and handling times of different call types for any given type of device Summary All Calls by Extension Provides a summary of the volumes and handling times of different call types for all the members of a group for any given type of device e Summary All Calls by Trunk Provides a summary of the volumes and handling times of different call types for all the members of a group for any given type of device Daily Reports e List All Calls Provides a list of detailed calls that are grouped by a specified device type such as extension or account codes The report can be further filtered so it only applies to a certain range of devices such as a specific extension group or organization group Chapter 13 9 Reporting e List All Calls by Telephone Number e List All Calls to Voic
227. omplete integrated application Various features of each product are enabled or disabled depending on what aspects of each product have been licensed This manual covers the use of all available features of the products and shows all features available but some features may not be available on your installation due to license limitations To improve readability the term MyCalls has been used to refer to one or more of the MyCalls products 1506 002 R3 5 0 0 Getting Started with SL MyCalls Chapter 1 Getting Started with SL MyCalls Welcome to MyCalls your comprehensive call management and reporting application Here in this chapter you are introduced to the free to use application SL MyCalls A more detailed description of the features of SL MyCalls and the fully featured MyCalls Call Manager are described in subsequent chapters Please note that many features are only available with the full MyCalls Call Manager Full details of the licensable options are shown in the appendix at the end of this manual What is SL MyCalls SL MyCalls is available as a free to use application SL MyCalls is an ideal tool for your call management call statistics costing and reporting tasks Whilst SL MyCalls will provide a wide range of functionality it can be expanded by purchasing MyCalls Call Manager which provides a fully comprehensive set of features for the most demanding call management needs Appendix A shows the features available in SL MyCall
228. on Changes 110 Ez 00 00 00 lt Pp Next Finish Cancel The report is configured using the wizard screen above Included Organisation groups Define the groups of users you wish to see the audits for Include sub groups of selected groups Includes all users belonging to sub groups of the groups you have selected Group according to Results can be grouped together based on either the user who performed the operation or the user whose calls were listened to or exported You can define the type of audits to be included by selecting the appropriate checkbox There is also an option to eliminate calls which were listened to for less than a specified amount of time which can be expressed as a percentage of the call length or as an absolute time in hours minutes and seconds Chapter 13 33 Reporting Playback Audits for each User Created On 13 01 2011 09 56 25 Covering Period 09012011 00 00 00 to 15 01 2011 25 59 59 Report Filtered To Report grouped by the user who performed the operation Include calls played back for a minimum of 10 Include audits for Playback Audit Start Time Audit Stop Time Call User Audit Type Call Type Humber Description Andy 13042011 09 54 45 130012011 09 55 00 None Playback Inc 01606643101 Played back 00 00 04 of 00 00 04 2593 13012011 09 55 23 1340172011 09 55 23 None Clip Inc 016066431 01 Added Mevy Clip 13012011 09 55 31 130012011 09 55 31 None Export Inc 016066431 01 E
229. on Digital Desk Phone Sales 7 50 236 236 Unassigned None 8 40 237 237 Unassigned None 8 40 300 Mark Digital Desk Phone Sales 12 00 301 Max Digital Desk Phone Reception 6 75 5 This window will list all extension numbers along with their extension names defined device type and extension group their associated with as set through the telephone configuration or auto learned from the PBX In the Hourly Cost column you can assign per extension a pro rata hourly rate You can copy a value to multiple extensions by right clicking the mouse button and copying then selecting and pasting onto the other extensions Click OK Chapter 12 9 Call Costing Editing Account Code Handling Costs Account code handling costs are used to specify pro rata hourly rates that will be applied and charged for an account code whilst handling a call How To Editing Account Code handling costs 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Handling Costs category in the left pane of the window This will display all available PBXs in your enterprise Expand the PBX you want to configure the costs for 3 Click the Account Code Costs option 4 Click Edit Account Code Handling Costs Number Name Hourly Cost 110 White Goods 0 00 111 TV sales 0 00 112 Book Sales done 0 00 5 This window will list all account codes along with their account code names
230. one 5 This window will list all trunk line numbers along with their names and their defined trunk type as set through the telephone configuration or auto learned from the PBX You can select one of the additional costs from the drop down list which can be accessed for each trunk in the Additional Cost column These will need to have been previously created through the Additional Costs under Fixed Costs Click OK Chapter 12 5 Call Costing Editing Fixed Extension Costs Fixed extension costs are the total cost associated with the extension type and one other user defined additional cost if you wish to apply it also to the overall costing of the extension For example you could put in an additional cost which could be applied to desk phones with a larger screen How To Editing fixed Extension costs 3 1 Click the Costs option from the Configure menu or clicking the icon on the toolbar 2 Expand the Fixed Costs category in the left pane of the window This will display all available PBXs in your enterprise 3 Click Extension Costs 4 Click Edit Fixed Extension Costs Number Name Type Additional Cost 208 208 Unassigned None 235 Reception Digital Desk Phone None 236 236 Unassigned None 237 237 Unassigned None 300 300 Unassigned None 301 301 Unassigned None 302 302 Unassigned None 304 304 Unassigned None 5 This window will list all extension numbers along with their names and their defi
231. one ES Configure Telephone System gt q Head Office PBAs fi Devices BE Account Codes PBXs are used to organise a configuration in relation to a telephone system A E DIDs single PEX can support one telephone system configuration When monitoring E Extensions and reporting is required for more than one telephone system then additional LJP Trunks PBXs must be configured f y Groups Taks 4 97 Account Code Groups FF DID Groups Create a New PBX Use the Create a New PBX wizard to add a new PBX You will be able to E Extension Groups as pk ga Tel Trunk Groups set the site code assign an administrative user and add any user configurable notes Configuration Essentials Accessing configuration options using toolbar shortcuts ot On the MyCalls toolbar Click on the 5 Icon Chapter 7 2 Telephone System Configuration What to Configure The available options will vary depending on the level of product you have purchased The following guide covers all possible configuration options Essential features In order to configure MyCalls you must be logged on as a PBX Administrator for more details on user privileges see the section on Organisation and Users The MyCalls Configuration menu provides the following configuration selections Telephone System Configure details for your PBX switches Telephone extensions Trunks DID s Account codes call recording agent Organisation Configure the users and d
232. ossible to have multiple carriers supply a single company Each carrier is responsible for connecting one or more types of calls It is quite common to have one carrier supply your local calls and another that supplies your national calls If when you make a call you do not prefix the number you are dialling with another series of digits then you will be using Carrier Pre Select where the carrier is set for that type of call at the exchange If you prefix the number you are dialling with another series of digits then you will most likely be using Least Cost Routing It is possible to have several Least Cost Routing carriers handle calls for the same call type The carrier used is determined by the prefix entered before the number MyCalls supports both Carrier Pre Select and Least Cost Routing and any number of carriers can be configured Chapter 12 15 Call Costing Add a New Carrier How To Add a new Carrier 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Select the Carriers option Handling Costs Location Specific El E Sample Camer 3 Click Add Carrier in the right pane Name Country Least Cost Routing Digits United Kingdom 18866 75143 4 Inthe window that appears you can enter a name for the carrier the country and the least cost routing digits You can enter multiple sets of least cost routing digits by separating with a comma and leaving no
233. ou are able to configure most user and extension related information which makes configuration of MyCalls much easier than configuring everything manually through Users are imported into organizational groups The field format for users allows more values to be specified in addition to the user name Field Descriptions Group The organisation group the user will belong to If left blank then the user will be added to the top level group Groups will be created automatically and nested groups such as Sales Internal sales will create two groups one called Sales that is under the top level group and another called Internal sales that is under the Sales group Chapter 15 3 Name Abbreviation Password Email Address Job Title ACD Login PIN Default Extension Enable Statistics Enable Call Playback Call Control Enable User Hot Desking Enable Extension Hot Desking User Type Windows User Name Auto Login Importing Data Into MyCalls The name of the user that you wish to add Apostrophes are not valid The abbreviated form of the user s name Password the user will log on to the application with Email address for the user Job Title of the user in the organisation Leave blank The extension number this user will normally use This will allow calls from the extension to be assigned to this user if ACD is not used or if Hot desking clients from the application are not configured Set to true
234. oup to group this number under The values in this list are configurable under DID Groups The default value is set as None Enable real time statistics This option should be enabled if you want call data collected from the telephone system for this DID to be included in the real time statistics It is good practice for DIDs not used to have this option disabled so as to minimize unnecessary processing Click OK How To Creating a range of DIDs 1 From the MyCalls Telephone System Configuration screen click DIDs 2 Click Create a Range of DIDs in the DID configuration area 3 Inthe dialogue window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs PBX Code Number of DIDs Head Office 1 gt y Start DID Number DID Group None Chapter 7 18 Telephone System Configuration Number of DIDs Enter here the number of DIDs you wish to create in the range Start DID Enter the number to start your DID range from here This must be the starting number for a valid DID range configured on your telephone system DID group You can select a DID group to group this range under The values in this list are configurable under DID Groups The default value is None Click OK A block of DIDs will now have been inserted into the Configured DIDs list box You should configure these DIDs with appropriate names and grou
235. oured window showing the parameter value and other associated information such as Title Group and the Interval over which the statistic is calculated e g daily hourly Call Rate statistics show the cumulative counts for the various call types and you can elect to display these values over both historical daily hourly periods and current last hour periods Call Performance statistics are either cumulative totals e g number of long calls or average values e g average wait time The cumulative total statistics can only display values numerically and you can select both historical and current calculation periods The Average value statistics can be displayed in both numeric and graphical format and the statistical period is limited to either Daily or 24 Hour options If you elect to display the values in numerical format you will need to select the Show Single Value Checkbox in the configuration screen and this option is only be available for the daily period See detailed configuration later in this section a ee Real Time Parameter Window E Avg Inc Call Time All Extension Types Head Office Daily 119 Numerical View of average wait time statistic The graphical output displays the Min Max values for the parameter as a bar and the average value is shown as a line graph over the 24 hour period Chapter 6 3 Real Time Statistics Graphical view of Average Wait Time 24 hour Unreturned
236. ow To Editing fixed Trunk type COSTS cccccsssccccessececeesececceececeeeseceseuseceeeenecesseneceteunecessunecessenes 2 Editing Fixed Extension Type COSTS emisario ost ea uoosanacasanesanmeseaes 3 How To Editing fixed Extension type COSTS ccccccssseccccssececcesecccceesececeeeceeeeneceesegsceesauaecessuneeeesenes 3 Editing TIX OO Additional COSTS ipod ici 4 How To Editing fixed additional COSTS misiva ed 4 Editing Fixed Trunk COSES nica eii 5 HOW To Editing fixed TrUunK COS S wansciacsaicranessdccdnesancrevsnencctovaedteasmnedies menautionebnenssanenedsdasionasiedinonavuceneeds 5 Editing Fixed Extensi n COSTS ena eee ee te tia 6 1506 002 R3 5 0 0 MyCalls Advanced Call Management System How To Editing fixed EXTENSION COSTS sai ii 6 HANA IAEA ao ade 7 Eaitine User COS nia 7 HOW TO ECO USET COSTS suninri E o UI 7 aaa AAA A A tas 8 How To Editing Handling rules oocccccooccnnnnnnconnnnanonnnnononnnonaronnonanonnonononnnonnrrnnonannnnnnnncnnnnnnonnnnnas 8 Editing Extension Handling COSSA A 9 How To Editing Extension handling costs acsee a Mo cersdeceewons 9 Editine Account Code Handling COSTS ana a a a a Gbatetetneeatent 10 How To Editing Account Code handling COSTS oocccnconoccnncnnccnnnnnncnnnonaconnonaronnonanonnnonaronnonanonnos 10 Editing DID Handling COStS cara ii A 10 HOW TO Editing DID NIRAMINS COST an ai 10 EO CALIONSDECITIC COSSA 11 Edit Local Area Coles a 11 United Kingdom Local A
237. ox that appears click the Edit button to the right of the Extension you want to edit Drag a column header here to group by that column Number Name Type 100 Unassigned hone 101 wirtual101 Unassigned None None 200 200 mike Unassigned Sales Exrensions Mike 201 201 Digital Desk Phone Support extensions None Chapter 7 13 Telephone System Configuration 4 In the second dialog box that appears configure a Name for the Extension and if required select an Extension Group and Extension Type PBA Code Number Head Office 100 Mame Default User 100 Sam Users Type Extension Group Unassigned a None Vorce Mail Timeout Seconds Enable Real Time Statistics 0 J Enable for Hot Desking Click OK Repeat these stages for as many Extensions as you need to configure Alternatively you can edit the rows without clicking edit Click in the name column and enter a name click in type column and select a type from the drop down menu and click in the group column and assign the person to a group If you would like to enable statistics for a particular person tick the box in the enable statistics column Click OK to save all the changes you have made How To Importing Extensions Browse to the import template under Start gt Computer gt C gt Program Files gt NEC Infrontia gt MyCalls gt Import xls If you are running on a 64 bit operating system the correct folder will be Program Files x86 C
238. p From the Callers Configuration screen click Create or Edit a Caller On the Edit Callers window that is displayed you can either go to the Edit a Caller window to change the callers group to or you can do it here by using the Group column Select the option None to remove the caller from any previously selected groups You can change as many callers as you wish before saving your changes i 2 CECECTCCCCCCECE EE EE EE EET EU EE EW EE CC FEEL EEES III Number Alternate Number Name Type Group 01606 Billy Business None GM Edit OOOO OOOO OOOO 01666 Marti Business Ms Edit 01676 Bruce Business Reception Edit 3 When you are happy with the changes you have made and want to save them press the OK button Deleting a Caller group How To Delete a Caller group configuration From the Caller Configuration screen click Caller Groups and select the group you want to delete Click Delete Caller Group in the Caller Group configuration area You will be prompted to confirm deletion of the selected group Click OK Chapter 10 6 Alarms Chapter 1 1 Alarms Managing by exception using the MyCalls Alarm System We believe that people should not have to spend a long time analyzing report information just to find that everything is OK This has historically been the case in companies that use call accounting or other telephone management
239. p ltems on Report By Extension Extension Name Least Cost Routing Pilot Number Pilot Number Name Trunk Trunk Name User ES Time of Call mM Grouping in Group Summary reports More advanced grouping gives you the option to select a group of devices Extensions DDIs etc and then pick from the list of groups defined for that device Filtering results Setting the filter groups To ensure the reports you are configuring only produce the information you require you will need to apply filters to the results Filters allow only the specified information to be processed in the final report For example you may want to produce a report grouped by class of call i e incoming outgoing etc but only detailing the calls to and from the sales department To accomplish this you would specify a call detail report specifying the class of call i e Incoming Outgoing etc as the grouping field but applying an extension group filter and selecting the sales group in the filter details Chapter 13 18 Reporting Setting filters is a two stage process 1 Specify which devices users call types etc you wish to apply filters to a Call Details Configuration Specify the devices to filter the report to he report can filter the results to only include calls that match selected criteria such as only list calls that were handled by Extension Group Sales Select the types thay you wish to filter the results to The fi
240. pane of the window This will display all available PBXs in your enterprise Expand the PBX you want to configure the rules for 3 Fixed Costs Handling Costs 8 User Costs El PBXs I y Head Office de Extension Costs Account Code Costs DID Costs Pilot Number Costs Location Specific 5 Camiers 3 Click the Handling Rules option 4 Click Edit User Handling Rules Apply handling costs to answered calls Y Apply handling costs to outgoing calls This window will give you the option to select and apply handling costs to incoming answered calls outgoing calls or both By default both options are enabled but to de select an option remove the tick in the option box to the left of the text Click OK Chapter 12 8 Call Costing Editing Extension Handling Costs Extension handling costs are used to specify pro rata hourly rates that will be applied and charged to an extension whilst handling a call How To Editing Extension handling costs Select the Costs option from the Configure menu or click the icon on the toolbar Expand the Handling Costs category in the left pane of the window This will display all available PBXs in your enterprise Expand the PBX you want to configure the costs for Click the Extension Costs option Click Edit Extension Handling Costs umber Nees Type Group Hourly Cost 208 208 Unassigned None 5 50 235 Recepti
241. phrase within the notes attached to the calls 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls Max Calls Limits the number of calls viewable in the grid up to a maximum of 500 It is recommended that this is kept to a maximum of 50 calls for normal operation to limit the loading on the database Refresh allows you to manually refresh the calls in the view Unreturned Calls View Only available with the MyCalls manager application Unreturned calls are calls where the caller has abandoned and not been called back The unreturned calls are automatically updated when a call is abandoned Calls are automatically removed from this view when either A call is returned The same caller calls again and the call is answered Mumber DID Extension Note Search Type Note Filter Call Types Matches filter Include calls answered by voice mail Drag a column header here to group by that column Column Cr Date Time From Device To Device Number Location Abbr Ring Time Note Te 13701 2011 15 25 001 001 205 205 01606643101 Ine Abd 13 01 2017 15 25 001 001 205 05 01606643102 Northwich E Inc Abd 00 00 05 13012011 15 24 001 001 0160664310 Northwich E Inc Abd 00 00 00 13 01 2017 1249 001 001 205 205 01606643101 Northwich E Inc Abd 00 00 05 Unreturned calls can be searched using a quick search panel This quick search allows you to search by number DID extension and notes Unreturned calls can also be di
242. pplied file may contain information you do not need this is not a problem because the import process allows you to define a As an example of a CSV file may contain the following fields Column Name Meaning Values Rate Name The name of the rate that will created or Should be text or numerical amended in MyCalls Common Costing The name of the costing period that the cost Any name from the list of Period will be associated with costing periods Initial Cost Any connection fees associated with making Should be entered as a number a Call 0 00p Minimum Cost The minimum that a call should cost if the Should be entered as a number call cost is greater than this value then it will 0 00p be ignored First Period Cost Call cost for the first period Should be entered as a number 0 00p First Period The duration that the first period will last for Enter a value in seconds Duration before looking at the second or Thereafter 60 Secs 1 minutes charges 3600 1 Hour First Period Enter the time that the units are charged in Enter a value in seconds Interval i e per minutes per hour eo Sec 4 punta 3600 1 Hour Second Period Cost Call cost for the second period Should be entered as a decimal number in e g 0 05 Second Period The duration that the Second period will last Enter a value in seconds Duration for before looking at the Thereafter charges Chapter 12 26 Call Costing 60 Secs 1 minute
243. ps using procedures described later in this topic before clicking the OK button to complete your DID creation process Note that the DID numbers you create should correspond to those configured in the telephone system How To Editing existing DIDs 1 From the MyCalls Telephone System Configuration screen click DIDs 2 Click Create or Edit a DID in the DID configuration area The Edit DID screen will appear 3 Inthe dialog box that appears click the Edit button to the right of the DID you want to edit 4 In the second dialogue box that appears configure a Name for the DID and if required select a DID Group and enable or disable the real time statistics option for this DID PBX Code Number Name Head Office 400 400 DID Group None Enable Real Time Statistics Callback Number 5 Click OK 6 Repeat these stages for as many DIDs as you need to configure 7 Click OK to save changes Account Codes Account codes are numbers entered by the person answering the call and are usually assigned to a customer a project department marketing campaign or any other business function Reports can then be run against these account codes to identify the calls assigned to that particular code Chapter 7 19 Telephone System Configuration Create Edit Account Codes How To Creating a single Account Code 1 From the MyCalls Telephone System Configuration screen click Account Codes 2
244. r Alarm Distribution Lists Alarm Distribution Lists determine who should be informed if an alarm condition is broken There are four mechanisms for informing people that an alarm has been triggered All running copies of MyCalls client application will be informed by default See Real Time List Views The user can then specify one or more of the following types of distribution mechanism e Email e Computer e Process Chapter 11 13 Alarms Email Email Addresses somewhere somewhere com admin ext com reception ext com Email Address someone somewhere com Make sure that you have set up the mail server configuration correctly in the Operational Settings See Operational Settings Each email address added will get an email describing the alarm condition that has been broken including the current parameter value and the trigger point value For example a system alarm that monitors free disk space and triggers when it is lower than 10GB would send a mail Subject MyCalls Real Time Alarm lt Alarm Name gt The free hard disk space on your system drive has fallen below 10GB 7GB Computer Target Computer Names reception gt admin sales Target Computer Name Each computer name entered will receive a net send broadcast message describing the alarm condition that has been broken Windows XP Service Pack 2 disables the messenger service by default If you wish to use this distribution method on your corporate
245. r a desk phone cordless phone or cellular phone el g Devices types Asystem installer also uses extensions to configure devices suchas auto pf attendants voice mail ports and announcement ports Tasks Create or Edit an Extension Use the Create or Edit an Extension wizard to create a new extension or 2 a User Logins PIN Codes edit an existing extension You will be able to set the number a user G Ganu friendly name assign a default user for the extension set the type of A extension and add any user configurable notes Create a Range of Extensions Use the Create a Range of Extensions wizard to create a specified number of extensions The extensions can be setup to have the same type or group or they can be left in an unassigned state so they can be configured individually at a later date Import a list of Extensions from a file containing Comma Separated Values Delete a Range of Extensions Use the Delete a Range of Extensions wizard to selectively delete multiple extensions The extensions can be sorted by any of the extension attributes to make selection easier Browse to the CSV file Check the First line contains column headers box If you wish to create basic users from this information check the Create Users for named extensions box Select the group that you wish to add the users to Click Load Chapter 7 16 Telephone System Configuration E Stat E True False Computer All fields must ded c
246. r filtered so it only applies to a certain range of devices such as a specific extensions group or organization group The information included on the report is user selectable along with the headings and widths of the columns used to display the information Chapter 13 5 Reporting Custom Call Details Daily List of Personal Calls Created On 18 11 2008 11 59 59 Covering Period 18 11 2008 00 00 00 to 18 11 2008 23 59 59 Report Filtered To Only include caller groups All Personal Callers Only include call types Incoming or Incoming Conference or Incoming Abandoned or Incoming Abandoned Voice Mail or Incoming Transferred or Incoming Pickup or Incoming Divert or Incoming Intraflow or Incoming Overflow or Incoming Internal or Incoming Internal Abandoned or Incoming Internal Overflow or Outgoing or Outgoing Conference or Outgoing Abandoned or Outgoing Transferred or Outgoing Op Assist or Outgoing Line to Line Include all matching items in the report Report grouped by Extension Report ordered by Time of Call Transferred calls are being reported as a multiple calls Totals Total Calls Totals Total Calls Chapter 13 6 Reporting Daily Incoming Performance Provides a summary of incoming call performance The information included on the report is user selectable along with the headings and widths of the columns used to display the information Custom Group Summary Daily Incoming Performance Created On 18 11 2008 11 26
247. r incoming or outgoing can be logged as a separate statistic When viewing a call as a whole it may be preferable to collect all the call segments and present the call statistics as a single call This allows you to decide which way you want to see the call statistic for transferred calls Filtering When setting up a report you usually don t want to see all the possible information relating to a particular aspect of the call data If you are viewing extension statistics for example you might want to see only a particular range or group of extensions or even an individual extension To accomplish this you can specify a set of filters for the report The exact filtering available depends on the type of report being generated The initial filter screen will allow you to specify groups of devices or data that you wish to filter on When you have done that you will then be presented with a series of screens which allow you to specify detailed filtering information Y BQ ic tip Detailed reports covering long time periods can result in delays whilst the reports are generated Scheduling these sorts of reports to run out of hours is recommended Chapter 13 14 Reporting Setting the Reporting period The reporting period is defined as the first stage of the report creation wizard There are various parameters available dependent on the complexity of the required report The different forms presented by the wizard can include the followin
248. r the file for changes or check it periodically Note that network files cannot be monitored and must be checked Import From Display Type XML File Data Source Single Value 8 Grid Database Database Type Refresh Time 5 SQL Server EJE Connection String Data Source vMJSW Servers kss Initial Catalog Sales Persist Security Into Test SQL Statement select from dbo Sales Values order by Sales Value Desc 5 Title Operator Data Font Header Font Cancel 4 5 Import From Data Source 6 Display Type select Single value or Grid dependent on the type of window required 7 Database Type Select SQL Server OLE DB ODBC according to the type of data source you are deriving the data from 8 Refresh Time determines the time interval between database queries 9 Connection String Enter the text used to connect to your particular data source 10 SQL Statement Enter your SQL query here 11 Clicking the test button will check the connection and the query If there is a problem then an error will be displayed alternatively a message box will confirm the test was successful Chapter 6 20 Real Time Statistics 12 Title If Single Value has been selected then you may enter a heading for the window here This will be overwritten by the column name if the test button is clicked 13 Click OK to view your external data window Example Viewing the contents of an SQL Server database To v
249. rding PC is responding Additional Configuration options Exported Call Recording Files Default Filename Pretty alates Times_ Numbers_ Usere s Default Format Microsoft WAM Enable Transfer Leg Navigation File export settings Default Filename Prefix Defines the file naming for exported files This can be freetext combined with pre defined identifier names Any identifier name must be surrounded by characters with no spaces MyCalls will substitute an identifier with the appropriate value for example user will substitute the logged on user name Date will insert the current Date etc How To Insert an identifier into the filename prefix Set the cursor at the position in the prefix where you want to insert the identifier In this example we have set the cursor at the end of the prefix Default Filename Pret zDate Time Number _ User e Chapter 3 22 MyCalls Call Recorder The available identifiers are available by clicking the m button This will display the list of identifiers Select the identifier and the new identifier will be added to the prefix Date Time FEX From To Number User Location Abbr ODI Duration The prefix will now be pre pended to the filename whenever a call recording file is exported Default Filename Prefix Datez_ Timezz_ Numberz_ Userz_2PBXZ Enable Transfer Leg Navigation This option enables the ability to display the identification
250. re reports window Select Create Saved Report Item in the right pane You will be asked to provide your report with a name and choose a destination directory to save the report in You can choose a pre defined report group from the drop down list or you can enter a new report group manually Next you will need to configure the report options before the report item will be saved and available to run from the report group you saved it in How To Editing a Report item Each report item can be edited as required and the resulting changes saved Open the report item by clicking Edit Report item Go through the report wizard and make the required changes to the report Click Finish Your changed have now been saved If the changes to the report are extensive it is recommended that you copy the report item first and then rename the copy and edit that Chapter 13 11 Reporting How To Creating a Report item group 1 Click Reports 2 Click Report Items on the left side of the configure reports window 3 Select the item you wish to create a group for e g Daily Agent Activity 4 Click Change Group in the right side of the configure reports area Report Group e OK Cancel 5 Enter the name of the new group you wish to create 6 Click OK How To Moving a Report item to a different group Click Reports Click Report Items Select the item that you wish to move Click
251. re used to organise a configuration in relation to a telephone system A single PBX can support one telephone system configuration When monitoring and reporting is required for more than one telephone system then additional PBXs must be configured Tasks Edit PBX Configuration Use the Edit PBX Configuration wizard to change the name node or user defined notes for the PBX Delete PEX Use the Delete a PBX Wizard to delete this PBX Deleting a PBX will destroy ALL the configuration of items within this PBX This includes extensions and trunks Use with extreme care 3 You are presented with a dialog panel which allows the editing of various parameters not all these parameters can be changed PBX Code Node Area Code International Code Country Head Office 0 01606 00 United Kingdom a Admin User None Select Edit Country Numbering Plan 4 PBX Code read only Displays the PBX Code name assigned to the PBX 5 Area Code your local area code allows MyCalls to recognize local calls 6 International Code Enter your international code 7 Country read only 8 Edit Country numbering plan see next section 9 Admin User Allows you to set a default admin user for the PBX as follows 10 Click Select Select User dialog appears 11 Type the initial of the user you wish to set as the admin user Chapter 7 7 Telephone System Configuration 12 Select the user from the list and click select
252. rea COGS meriendas 11 How To Editing Local Area COGS ita a e iii 12 BCI Carlen ASSOCIATO NS a e 13 HOW To Editine Carrier associations id 13 Edit PLONE Mares a A AO 14 How To Editine profit MAN SINS eri 14 o E sluice Sau nasam est nesenat anaes ep dvaesacatnesnecctysecenat steed 15 HOW TO ECU AKO Sanrio 15 CANNONS odos 15 Add a NEW CA O cti aA Shah Seals ond aule ne inas an balan hahaa Stan aes at mol 16 HOW LOT AGG a Mew Ca a 16 PORES Carrie Settings at A EA AA AA 16 HOW TOs Importa Carriers sete niiadd dada aaidas 17 Editar EXIStMNE CITE ona A a tiic s 17 How To Editing an existing Carrier oi ti A E N 18 Delete a Corera a 18 HOW TOs Delete a Carlen oria an a UR ri 18 BUS PP E A A N NTA 18 HOW To Duplicate a Carme an O A R 19 Carrier Cosune Period Ss oneri A A 19 HOWTO EGINE COSUDE Period Sid ia 20 A o aaa ass 21 G2 a elo ges PONO caer nO eae ie Rie apn A ee eer eee oe 21 Carlen Rates esibccick ice Alea Ge a ashcc eared acetate aa hd alee ioe 21 1506 002 R3 5 0 0 MyCalls Advanced Call Management System User Defined Carrier Rates cooooocccnnnnnnnccononcnnnnnnnonononannnnnnnnnnonnnnnnnnnnnnnnornnnnnnnnnnnnnrrnnnnnnnnnnnnnnonnnnos 21 Defining Rate Charges eee tetas costados otitis doses 22 How To Add or Import a new Carrier Rate cccoocccccnccnonncnnonanononacononannnononnnnnnononarononarononarononnnnnos 23 OCU Rat s sarna 26 HOW To Import Carrier Rates isaac is 28 How To Delete a Carrier Rate oooocc
253. reen Layout Status and statistics screens all have the option to lock Refresh and configure using the context menu which is viewed by right clicking the mouse whilst hovering over the window Using the mouse you can hover over any real time window and press the right mouse button to get a menu of window options Real Time Parameter Window 2 R eal T Incoming Calls All Trunks Head Office Daily Refresh Data Configure The single parameter window menu has the following options available Lock Position This allows you to lock a window in place on the screen layout so that it can no longer be re sized or moved When a window is locked it loses its borders and if you right click on it again you will see a tick next to the Lock Position option To unlock a window select the Lock Position option again to remove the tick and display the windows borders again You should now be able to resize and move the window Incoming Calls All Trunks Head Office DET Refresh Data Data is automatically taken from the database at prescribed intervals You can select the refresh data option to force the data of the window to be updated This will force a retrieval of the data Configure This option allows you to configure existing window settings The actual dialog presented will depend on the window type displayed See real time window configuration for more details Chapter 4 2 MyCalls Screen Layout Display Val
254. reen layout from the MyCalls database so that it can no longer be loaded by other users Users that have previously loaded a layout before it is deleted will not be affected 2 Toremove a saved public layout from the MyCalls database select from the Layout Menu the option Delete Public 3 You will be displayed with the Delete Screen Layout window Layout Name C OK Cancel l 4 From the Layout Name drop down list select the name of the saved layout you want to delete 5 Press OK to delete the layout from the database You will be prompted to confirm the deletion process to confirm press Yes or to cancel press No Agent Desktop users have very limited access to MyCalls features and have no control over the layout An Agent Desktop will be assigned a layout by the supervisor and that layout will appear on screen as soon as the application is launched and the agent has logged in Chapter 5 4 Screen Layouts How To Assign a Public Layout to an Agent Desktop User You can assign screen layouts to Agent Desktop users This means that the next time these users log on they will view the layout assigned to them The Agent Desktop users are unable to modify the layout 2 To assign a layout to an Agent Desktop user select the Assign option from the Layout menu 3 The Assign Screen Layouts screen will be displayed Layout Name Assigned Users Main stats Using the Layout Nam
255. reports contain these steps plus in most cases additional report specific screens These standard configuration steps are explained in the previous section The following sections describe the specific report templates and any special report specific configuration screen Performance Reports Grade of service Group detail This report shows a breakdown of the percentage of groups which met or exceeded target grade of service for duration and abandoned calls in half hour intervals throughout the reporting period Device Type Target Grade of Service Trunk 80 Groups Target Abandoned Grade E All Analog Trunks P of Service E All ISDN Trunks ee 90 E All Private Wires E All G Sig Trunks E Al TCP IP Trunks Select None All Trunks A Unassigned Trunks X Chapter 13 21 Reporting Grade of Service Group Detail Created On 2410 2006 19 24 39 Covering Period 01 08 2008 00 00 00 to 06 06 2006 23 99 59 Report Filtered To Show the intervals that did not meet the GOS value 20 Show the intervals that did not meet the Abandonded GOS value 90 Transferred calls are being reported as a multiple calls PBX Group Period Start GOSType GOS Grade of service group summary This report shows a summary of the percentage of groups which met or exceeded target grade of service for duration and abandoned calls Grade of Service Group Summary Created On 24 10 2008 15 29 28 Covering Period 01 08 2008 00 00 00 to 30 0
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257. rget maximum ring time Incoming connected calls long waits General Service level 100 Incoming connected calls Abandoned Grade of Service measures the percentage of calls which were answered within the target ring time for that department or group compared the total answered calls plus the long abandoned calls Long abandoned calls are those calls which were abandoned after the minimum abandonment time i e genuine abandoned calls Incoming connected calls long waits 100 A Incoming connected calls Long Abandoned calls Service levels can be displayed as single value performance statistic included in custom reports and also set alarms based on call performance Long Calls The Grade of service configuration allows us to set the Incoming call duration limits outgoing call duration limits and internal call duration limits These allow us to define the limits for long calls Long calls can be displayed as Single value performance statistics included in custom reports and also set alarms based on call performance To access grades of service and grace periods Click Configure gt operational settings and then either grade of service or grace periods Grade of service configuration Grade of service can be configured across the whole organization or specified on a group by group basis Within the Grade of service configuration screen you add the groups required to the list of Active
258. roup basis and are a summary of a selected set of the available Single Value parameters Received Call A call detected and seized by a trunk Received calls will either abandon or be answered by an agent Report Schedule A series of configured report items that will be run together at a specified time Report Template The definition that forms the basis of an ad hoc report or saved report item Ring Delay Also called delay before answer An ACD feature that enables the system to adjust the number of rings before the system automatically answers a call Service Level Alarms Determine the minimum average and maximum average acceptable Grade of Service GOS in a one hour period A value below the minimum average can indicate that there are not enough staff available to take all of the calls Conversely if the value is above the maximum value it might indicate that there are too many people available to answer calls Single Value Parameter A real time parameter that holds information about one statistic For example Number of Incoming Calls System Alarms Are triggered when either no data is received from the PBX for a certain period or if the free disk space on the disk that the database is situated on is below a specified level Screen Monitoring A system capability that enables a supervisor or manager to remotely monitor the activity on agent s computer terminals Screen Refresh The rate at which real time information is updated on
259. roup then you can include those members by selecting the Include Sub Groups option If members are displayed in this window then you can choose whether to collect real time statistics on the member in the group by selecting the Enable Statistics option Name Jrganisation Group Members olumn header here to group by that column Name Enable Statistics administrator IF Include Sub Groups 4 Click OK Chapter 9 4 Organisation and Users Deleting Organisation Groups How To Delete Organisation group configuration 1 From the Organisational Configuration screen click to expand Organisation 2 Select the group you want to delete e g office admin hy Organisation EA Office admin af Customer service 44 administrator 48 Mark AA max 3 Click Delete Group in the Organisational Group configuration area 4 You will be prompted to confirm deletion of the selected group 5 Click OK User Configuration Users are generally people employed by the organization By configuring users it will be possible to report on the activity of people rather than extensions This is very useful where a person may move between several desks and telephones How To Creating a new User At the Organisational Configuration screen click Create a New User The Create a New User screen is displayed In the dialog window that appears a number of fields are available for entr
260. rs are grouped by their role within the MyCalls system Chapter 9 1 Organisation and Users Why Configure Users Whilst it is permissible to only configure MyCalls to use devices e g extensions in order to track and report calls it is always advisable to create a user configuration for several reasons Users can be organised hierarchically thus reports can group information in terms of groups and subgroups For example if you have several sales groups then a hierarchical view will allow you to create several subgroups under an overall group called Sales Reports can then be performed on the overall performance of sales as well as each sales group within the sales department Users can be responsible for more than one extension thus reports can be generated to record the user rather than the extension activity Understanding User Roles Assigning the appropriate roles to users will allow control of the system to be carefully governed and thus reduce the risk of untrained users making damaging configuration changes or running reports that they should not see Agent Enterprise Desktop Admin User View Agent Desktop Layout Create Real Time windows Save Load screen layouts View Live Call Records Alarm Audit Entries Configure Run Reports Configure Collectors Configure Telephone System Organisation Callers Costs Alarms Backup Restore database Remove unwanted Chapter 9 2 Organisat
261. s EEE ENT SER nonga SEER SEE A g BEER A A p Custom colors IATA BEE Eff Define Custom Colors gt gt OR Cancel Click the Flash checkbox if you want the value to flash when this condition is true EE i Click OK to close the The condition windows will now display your newly created condition Your condition will appear in the list of conditions for the selected parameter If you wish to add another condition for the same or different data value repeat the process by clicking Add New Condition Once you have added all of the conditions you need click OK Your conditions will now have configured Click OK to view the status window Chapter 8 7 Highlighting Highlighting Single Value windows How To Configure Single Value Highlighting From the MyCalls main screen click View gt Real Time Information Navigate to Trunk Groups by clicking the symbol next to Single Value then click the symbol next to Trunk Groups symbol next to Call Rate Click Incoming Calls f Real Time status 0 10 Real Time Statistics 3 5 Single Value a Account Code Groups lal DID Groups uE Extension Groups a Organisation Groups E Pilot Number Groups O Trunk Groups ha Call Rate offi Abandoned Calls E Unretumed Calls E 7 fal Ring No Answer Calls offal Performance m i Combination Yalues fea Miscellaneous Click
262. s 3600 1 Hour Second Period Enter the time that the units are charged in Enter a value in seconds Interval i e per minutes per hour 60 Secs 1 minutes 3600 1 Hour Thereafter Period Call cost for the thereafter period Should be entered as a number Cost 0 00p Thereafter Period Enter the time that the units are charged in Enter a value in seconds Interval i e per minutes per hour 60 or 3600 When preparing the CSV file If possible set the first row of the file to contain the field names Here is an example of the csv file data Mobile1 Morning 0 0 042 0 0 0 0 0 0 0 02 60 Mobile1 Daytime 0 0 042 0 0 0 0 0 0 0 05 60 Mobile1 Evening 0 0 042 0 0 0 0 0 0 0 02 60 Some points to note e lf the rate already exists then the rate name must be identical to the one already defined in MyCalls otherwise a new rate will be created e The costing periods must be identical to the periods defined in MyCalls Chapter 12 27 Call Costing How To Import Carrier Rates When editing the carrier as in the previous section click the import button Drag a column header here to group by that column Browse to the CSV file and click next Chapter 12 28 Call Costing In the next step of the wizard check the option that says The First row contains column names this will ensure the column names are not imported as a rate record If your CSV File does not contain field names then do not select this option
263. s Call Recorder Call Recording Configuration Trunk Configuration Configuration of call recording requires the correct configuration and licensing of trunks Whilst this should be taken care of during the system installation it is possible that the call recording configuration could change at some point due to licensing of additional trunks In order to enable recording on specific trunks they will need to be assigned as call recording trunks within the call recording configuration Access to the Call Recording configuration How to Access the Call Recording configuration screen 1 From the menu select Configure gt Telephone system gt PBX gt Call PBXs 7 a Head Office 5 Agent Control 3 Call Control y 5 Devices Recording J Groups 2 Select the Edit Call Recorder Configuration 3 The Edit Call recorders window will be displayed Installed Call Recorders Exported Call Recording Files Name it Default Filename Prefix Date lt Tmexz_ lt Numberz_ User Default Format Microsoft WAN Add call recorder Delete call recorder C Enable Transfer Leg Navigation Trunk Licensing Remaining Licenses Trunk Type Call Recorder Licensed 0102 Digital Lab SEIE 003 Digital Lab 004 Digital Lab 005 Digital Lab 006 Digital Lab Ad P nital Lah Analog IF 0 JAAA The Call recorder configuration screen allows the setting up of call recorder units Licensing of Trunks
264. s and the features available in the MyCalls call manager Installed applications Once installed you will have access to both the application and a configuration utility These can be accessed via the windows menu under NEC Infrontia gt MyCalls The applications are e MyCalls The main Call Management application e MyCalls Configuration Import Configuration utility e Collector Configuration Configuration utility e Computer ID Generator and License Manager Used for license installation Before you can use the applications you will need to run the MyCalls configuration import application and configure your system Refer to the MyCalls installation manual for further information 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls Launching MyCalls MyCalls can be launched by clicking the desktop shortcut or selecting MyCalls from the windows menu under NEC Infrontia gt MyCalls The application will display a default page which includes a calls list and statistics windows for Incoming Outgoing and abandoned calls Layout Configure View Reports System User Format Help oe amos ee j Bes Real Time Parameter Window Real Time Parameter Window Abandoned Calls Real Time Parameter Window Extension Statistics Drag a column header here to group by that column Extension Name Ans Abd Out DID a Name Ans Abd Drag a column header here to group by th
265. s circuits Carriers include both local telephone companies also called local exchange carriers LEC5 and long distance providers also called inter exchange carriers IXCs Circuit A transmission path between two points in a network Combination Values A real time display of a parameters shown together For example number of incoming outgoing and abandoned calls Computer Telephony Integration CTI The software hardware and programming necessary to integrate computer systems and telephone systems so they can work together seamlessly and intelligently Contacts Per Hour An outbound term that refers to the number of contacts divided by agent hours on the dialler Cost Per Call Total costs queued and variable divided by total calls 01 a given period of time Customer Expectations The expectations customers have of a product service or organization Delay Also called queue time The time a caller spends in queue waiting for an agent to become available Average delay is the same thing as average speed of answer Delay Announcements Recorded announcements that encourage callers to wait for an agent to Chapter 17 5 Acronyms amp Glossary Delayed Call A call which cannot be answered immediately and is placed in a queue DID Direct Inward Dial A service offered by telephone companies which allows the last 3 or 4 digits of a phone number to be transmitted to the destination PBX A company may for example have 10 li
266. s guide is for end users of a MyCalls SL1100 installation 1506 002 R3 5 0 0 MyCalls SL1000 SL1100 User Guide MyCalls Advanced Call Management System 1506 002 R3 5 0 0 MyCalls SL1000 SL1100 User Guide MyCalls Advanced Call Management System Contents MyCalls SL1000 SL1100 User Guide ccsssccssscccssccnssccnscccescccesccceeccuscccuseccessecesceuseceuss 1 E a e on In II E 1 MyCalls Advanced Call Management System ccscscscsscscsccccscsceccccccscsccscecscecescecsces 1 How this manual is organised esessesessesessecessecessscoecosoecsesoesesoesesoesesoesesoesessecesseceseesecee 13 Chapter Eea acne stecuciecscceewessaceaeoneseeseseteanssesuecease 1 Getting Started with SL MyCalls ssesessesesessesessecesoesescesesoecesssoesoscesssoecssoesssoesesoesssoesesses 1 WEE EM Gi e Sr eR ee eR ee ee Ce ees 1 InstallediapplicatiONS siii ein 1 Era An 2 AA UU EC E A 2 o nn aetna tice a ieee ny escent nascent E need E A 4 Jane CENGOS pd 5 LISTS QUICK Sears EE E E 5 REV RE Call Mie 6 Real time Statistics WINOOWS oooooccccnnnnnnnonnnncnnnnnnnnononononnnnnnnnnnnnnnnrnnnnnnnnrnnnnnnrnnnnnnnrrnnnnnrnnnnnnnnrnnnanannnss 6 MA en e E E OO A 8 LO el sera acs POR O ne ee ort ao Oi OO E An 9 Chapter iris 1 MyCalls Call Manager anno 1 Loser into IICA siras E ee 1 HOW Tos Log INTO the SS Miesnsicnnia E A 1 Selecting your extension when logging on to MyCalls Call Manager ccccccccsecscese
267. s to that DID In most cases it is better to specify a business function to a DID e g Sales enquiries Support etc If you are planning to configure organizational information such as users and user groups then you will also need to gather information about who will be using the telephone system and how their roles are organized Chapter 7 1 Telephone System Configuration Y BD ic tip Managing devices properly Setting up devices properly can sometimes prove difficult especially if you have a large configuration to deal with Some tips for finding and managing devices and groups are Look for devices in their System groups as well as their logical groups If you know a device is a specific type then look in the system group for that type Make your groups as small as possible so making individual devices easier to locate Name your groups so they make sense to you and your users Only enable statistics for devices if you really need to as it impacts on system performance Regularly check for unassigned devices and remove them from the configuration if possible Use device import as the preferred method of configuring your devices and users Accessing configuration options using the menu Using the MyCalls configuration menu you can access the configuration screens using Configure gt Telephone Systems gt PBXs To configure Devices Call Recording and Groups Double click the PBX in most cases there will be only
268. scribed in the relevant section above The statistical interval s describe the intervals of time over which the summarized results are calculated An example might be where we show a breakdown of incoming calls for each day for the month of August The statistical interval would therefore be Daily whereas the reporting period would be 1 to 30 of August More specific detail on the interval periods employed are explained in the following sections which describe the configuration of each type of report Call summary over same interval This report gives a comparison of two call types The example here shows Incoming and Incoming abandoned for the same period split up into day of week totals The reporting period is over 1 month August 2008 so the totals for each Monday represent a total of all calls received on all Mondays during the reporting period Chapter 13 26 Reporting Call Summary over same Interval Created On 23 10 2008 15 42 26 Covering Period 01 08 2008 00 00 00 to 30 08 2008 23 59 59 Report Filtered To Call types used for first value set are Incoming Call types used for second value set are Incoming Abandoned Report grouped by Day of Week Report ordered by Interval Transferred calls are being reported as a multiple calls Incoming Incoming Abandoned Num of Max Ring Avg Ring Max Avg Num of Max ci Ava Ring Max Avg Interval Period Calls ime Time Duration Duration Calls T
269. several entries one for each costing period defined For each rate period we then define the charging scheme Finally having defined the carrier rate we relate the rate to the dialled numbers which will cause that rate to be applied to a call A given rate can relate to more than one dialled number pattern e g a mobile rate may apply to numbers beginning with 071 072 073 etc Carrier rate periods In order to create a set of carrier rates you must first define a set of costing periods as described in the previous section For our example we define three periods for all days of the week Daytime 09 00 00 to 17 59 59 Evening 18 00 00 to 23 59 59 Morning 00 00 00 to 08 59 59 Carrier Rates MyCalls creates the following predefined rates e Local e National e International e Special Numbers These are the default system defined rates for the MyCalls costing system and these rates cannot be deleted By default costs will be applied to calls according to these rates when a carrier is added It is quite rare that carriers will have such a simplistic costing structure and the user is generally required to create rates that match those provided by their carrier User Defined Carrier Rates Chapter 12 21 Call Costing User defined rates are created in order to match the way in which the carrier charges a call This will for example require rates to be created for calls to specific Mobile networks or premium rate numbers When a r
270. sible in the caller list of the Edit Callers window How To Editing an existing Caller 1 From the Callers Configuration screen click Create or Edit a Caller 2 Inthe Edit Callers window that appears click the Edit button to the right of the Caller you want to modify 01606 Billy Business None Edit 01666 Marti Business None Edit 01676 Bruce Business None dit 3 Inthe Edit window that appears you can modify the following fields Alternate Number Name Chapter 10 2 Callers Type Caller Group and Notes You cannot change the Number field as this is the main identifier of the caller To change this you would have to create a new caller record and delete this record if necessary Number 01606 Alternate Number Name Billy Type Caller Group Business 7 None Click the OK button when you have completed making your changes Click the OK button on the Edit Callers window to save the changes you have made Deleting callers How To Delete a single or a range of Callers From the Callers Configuration screen click Delete a Range of Callers In the window that appears select the callers you want to delete in the callers list You can select multiple callers by holding down the control key ctrl as you click on the rows Press OK to complete the deletion process Be aware that you will not be prompted to confirm this process once you press the OK bu
271. sions Trunks DIDs Account Codes The steps below will describe the deletion process with the example of extensions From the MyCalls Telephone System Configuration screen click Extensions Click Delete a Range of Extensions In the dialogue box that appears select the extensions you wish to delete in the extension list You can select multiple extensions by holding down the control key ctrl as you click on the rows pee ona 01 10 2008 09 46 2 20 10 0 2008 me 56 on ee 09 16 ZUU6 U 52 KELMAR SO a E 02 10 2008 16 46 5 Click OK to complete the deletion process Be aware that you will not be prompted to confirm this process once you press the OK button so please make sure you have the right codes highlighted before pressing OK to continue Chapter 7 6 Telephone System Configuration PBX Configuration Single PBX configurations PBX Configuration takes place during the system installation The Application has been set up to recognise the PBX which controls your telephone system MyCalls links to the PBX and records the telephone call data and for most installations there will probably be one PBX How To Alter the PBX configuration 1 Select the PBX from the telephone system configuration Configure gt Telephone System gt PBXs gt head office 2 Click Edit PBX Configuration EY Configure Telephone System ff PBXs Ex gt PBX Head Office lf Devices i E Groups PBXs a
272. splayed in a real time status window See Real Time Status Exporting Unreturned calls Right clicking an unreturned call or multiple unreturned calls allows you to export the list of unreturned calls either to a file clipboard or an email recipient Real time Statistics windows MyCalls can display real time statistics within individually configurable colour coded windows Depending on the type of statistics being displayed they may have a number of options available Statistics windows all have the option to lock refresh and configure using the context menu which is viewed by right clicking the mouse whilst hovering over the window Using the mouse you can hover over any real time window and press the right mouse button to get a menu of window options 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls Real Time Parameter Window E Real T Incoming Calls All Trunks Head Office Daily Refresh Data Configure The window menu has the following options available Lock Position This allows you to lock a window in place on the screen layout so that it can no longer be re sized or moved When a window is locked it loses its borders and if you right click on it again you will see a tick next to the Lock Position option To unlock a window select the Lock Position option again to remove the tick and display the windows borders again You should now be able to resize and move the window Incoming Calls All Trunks
273. st will show all recognised countries for which standard dialling codes are available The country name is shown rather than the actual dialling codes Select the appropriate rate for the country selected Chapter 12 35 Call Costing Angola Anguilla How to Importing numbers If numbers are to be imported then for mobile and special numbers all that is required is a csv file containing the two fields Number and Rate It is important that the rate name specified in the csv file is the same as a rate name which exists in the carrier rates table Select Mobile or special numbers from the carriers menu Click Import Specify the file format This is the same procedure as described when importing carrier rates Chapter 12 36 Call Costing Template Description If the decoded information preview is correct then click next otherwise configure the delimiting character or the fixed column widths to correct the decoded information preview The first row contains column names Start the import at row File Format Delimited Delimiting Character LE Fixed Width Number of columns H Column Column Width Click Next Specify which columns in the csv file relate to the number and rate values in MyCalls Chapter 12 37 Call Costing Rate Assignment Import Wizard ls Import Wizard This page allows you to associate the required values to the actual file columns Decoded information preview
274. t DADA 71179 Conn Dog T Mona Edit Add new caller 2 Click Add new caller to begin adding a new caller 3 The Create a Caller screen is displayed 4 Inthe dialogue window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below Number Alternate Number Name Type Caller Group Business None 5 Number Enter the callers main incoming number here that will be used to identify them 6 Alternate Number If the caller has different incoming and outgoing numbers a DID for instance then use the alternate number field for this 7 Name Enter a name for your caller to identify them clearly on real time windows and reporting 8 Type You can choose whether a caller is a Business or Personal caller by selecting the option from this field If you wish to create the caller but not assign them as either of the above then you can use the final option Unassigned until you decide on the most suitable type for the caller 9 Caller Group You can select a caller group from this field to group the caller with in order to enhance real time statistics and reporting Caller groups are created by users and tailored to the organizations requirements Default is set to None 10 Notes Use the notes field to log any useful information about the caller for other users to see 11 Click OK 12 The caller should now be vi
275. t Activity 3 Custom Report Dail Costs by Telephone Number T ES ha oe B z Daily Incoming Abandoned Calls a ally Reports Daily Incoming Performance E Monthly Reports PEA Daily List Misdialled Outgoing Calls H Weekly Reports AEN Daily List of Personal Calls Daily Outgoing Call Perfomance Daily Summary of ACD Group Performanci List All Abandoned Calls Chapter 13 46 Reporting 8 Click Next 9 Specify the format in the next window 10 Click Finish When the schedule runs and is going via email then there is an email generated and each of the report items is included as attachments Chapter 13 47 System Utilities Chapter 14 System Utilities System configuration System configuration menu provides a selection of system related utility functions To access the menu click System and select the required function from the drop down list e Backup your database e Database information e Remove unwanted information e Importa bill e Re cost calls e Import Costing Files e Area Code Import System User Automatic Database Backup Backup Database Database Information Remove Unwanted Information Import Ball Re Cost Calls Import File ES Area Code Import Automatic Backup Create automated schedules for database backup There are two databases which can be backed up Configuration and Calls It is suggested that a regular backup of both databases is sche
276. t page Enter a name and click the OK button Layout Page Name A copy of your existing page will now be displayed and available from the layout page selection tool This new page should have the name you previously provided and you can alter existing settings to your requirements Reloading Pages Chapter 5 7 Screen Layouts How To Reload Pages If you have made significant changes to a layouts page but decide that you preferred the pages the way they were before then you can revert them back to their previous state so long as you have not saved the changes in the meantime From the layout menu select the Pages sub menu and then click on the Reload option Your pages will now be restored to their previous saved state without any unsaved changes you have made since View Screen as Agent Desktop User How To View screen as an Agent Desktop User 1 You can view your screen as an Agent Desktop user would see it by choosing the View as Agent Desktop option from the Pages sub menu of the Layout menu 2 This will remove any real time window control boxes and lock the windows on the screen as they are positioned 3 To come out of the Agent Desktop view in order to move and re size real time windows you can select the Restore from Agent Desktop view from the Pages sub menu of the Layout menu Resetting Installation Defaults How To Reset to installation defaults If for whate
277. t will tell us very quickly in this case it is Saturday with Sunday having the shortest response time Call Summary Time Distribution Report In many cases you may have a set of markers which define what the minimum maximum and optimum times are for ring time held time and duration of calls You may wish to analyse how many of your calls fall inside and outside these time slots You can use the Time Distribution report to do just that The time Distribution report allows us to define a set of time slots starting at a particular value e g 10 seconds and repeating up to a final value e g 60 seconds at 5 second intervals This would give us time slots as follows 10 15 seconds Chapter 13 28 Reporting 16 20 seconds 21 25 Seconds 26 30 seconds And so on up to 60 seconds This report will then tell us how many calls over a given reporting period fall into each of these time slots Obviously this allows us to determine what our current operating times are and if we are operating in the target times If not then we can use other reporting tools to determine if our target times are realistic or not Call Summary Time Distribution Created On 24 10 2008 10 14 20 Covering Period 01 08 2008 00 00 00 to 10 08 2008 23 59 59 Report Filtered To Call types used for first value set are Incoming Call types used for second value set are Incoming Abandoned Time Distribution for call parameter Ring Time Starting interval in seconds
278. t you are only specifying the numbers list How these numbers are used to determine an alarm condition is defined in a later step However the number list can only be used to either e Generate the Alarm if the Number appears in the list Chapter 11 8 Alarms e Ignore the alarm if the number appears in the list This means that all the numbers in the list need to have the same purpose In this case we want to generate an alarm if any mobile numbers are called or received So we specify a list of numbers which represent all the possible number combinations We specify that any numbers beginning with 07 are mobile numbers there may be other combinations of course Included Numbers 07 4 In the next screen we specify any caller groups that we wish to include in the alarm conditions Again we can either specify that the alarm be generated if the calls are going to or received from the caller group or we can specify that the alarm is to be ignored if the call is to or from the specified caller group Click Next and a similar screen is displayed to allow the inclusion of a list of account code groups Having specified our groups to include or exclude from the alarms our lists of Numbers to identify and our lists of Callers and Account codes we can then specify the Conditions for the alarm based on these settings Clicking Next displays the final screen of the wizard Toll Fraud Alarm Wizard This page allows you to specify
279. tails Daily Incoming Abandoned Calls Created On 18 11 2008 11 21 54 Covering Period 18 11 2008 00 00 00 to 18 11 2008 23 59 59 Report Filtered To Only include call types Incoming Abandoned Include all matching items in the report Report grouped by None Report ordered by Time of Call Transferred calls are being reported as a multiple calls Time OfCall DID Number Extension Number Ring Time Totals Total Calls Totals Total Calls Daily List Misdialled Outgoing Calls Provides a list of misdialled outgoing calls that are grouped by a specified device type such as extension or account code The report can be further filtered so it only applies to a certain range of devices such as a specific extensions group or organization group The information included on the report is user selectable along with the headings and widths of the columns used to display the information Custom Call Details Daily List Misdialled Outgoing Calls Created On 18 11 2008 11 27 51 Covering Period 16 11 2008 00 00 00 to 22 11 2008 23 59 59 Report Filtered To Only include call types Outgoing Abandoned Include all matching items in the report Report grouped by None Report ordered by Time of Call Transferred calls are being reported as a multiple calls Time Of Call Extension Number Daily List of Personal Calls Provides a list of personal calls that are grouped by a specified device type such as extension or account code The report can be furthe
280. the calls in a specified date range or you can specifiy that the system should back up all non backed up calls according to the configuration of the schedule Backup Folder on Recording Server Backup Volume Name Maximum Volume Size MB FA Call RecordingBackups WeeklyBackup 650 Cancel Running Backup 7 Schedule a Backup of all Un Backed up Calls Schedule Task Start Time Weekly a 31 01 2006 00 00 00 y Backup all Calls between these Dates Schedule Task Weekly Start Date Start Time Every 1 week s on 30 01 2009 w 00 00 00 Y Sun E Mon E Tue E Wed F Thu E Fri F Sat End Date 30 01 2009 End Time 23 59 59 H Email address for scheduled backup failure notifications The email server has not yet been configured 3 4 The backup folder MUST be one that is local attached to the call recording server How To Manually Start a Call Recording Backup 1 Select the Recording Backup button from Configure Call Recording Backup Dialog 2 Enter the dates for the backup to apply to and press the Backup button Backup all Calls between these Dates Start Date start Time 30 01 2009 DO 00 00 End Date End Time 30 1 01 2009 24 59 59 How To Cancel a Running Call Recording Backup 1 Backup Folder on Recording Server Select the Recording Backup button from the Configure Call Recording Backup Dialog F CallRecordingBackups 2 Cancel Running Backup 3
281. the report Define periods Certain reports allow the setting of up to two periods e g 9 00 12 00 14 00 18 00 This allows you to include or exclude certain periods during the day e g Shift periods Lunch breaks etc Limiting the report length You may specify the maximum number of records a report can contain or specify that you wish to see all records matching the criteria defined in the report configuration To limit the number of items simply type the number of records into the textbox Number of Items on Report Limit number of items A Display all matching items Ordering Results You can specify how you wish the results ordered in the report Specifying Time of call for instance will display your results in order from the earliest time through to the latest time alternatively specifying Duration would display calls from the shortest to the longest call Order Report Output By Time of Call Time of Call Call Cost e Handling Cost Duration Ring Time Held Time Chapter 13 16 Reporting Grouping results Grouping results allows you to specify which results need to be kept together in the report The grouping options depend on the type of report being produced Example Grouping by extension You wish to report on extensions showing the number of calls made by each extension within a certain group Group by extension which means that each extension will be shown with all the calls
282. tive groups Chapter 7 4 Telephone System Configuration Ranges of items How To Creating an item or range of items 1 From the device configuration window e g Configure gt Telephone systems gt Devices gt Extensions select the Create a range of option ES Configure Telephone System a 8 4 l Head Office PBXs E E Devices E Account Codes PBXs are used to organise a configuration in relation to a telephone system A E DIDS single PBX can support one telephone system configuration When monitoring El Extensions and reporting is required for more than one telephone system then additional E Trunks PBXs must be configured Ef y Groups Tasks Hgg Account Code Groups gt Ep DID Groups Create a New PBX g H E Extension Groups Use the Create a New PBX wizard to add a new PBX You will be able to H T Trunk Groups set the site code assign an administrative user and add any user configurable notes 2 Select the number of devices to create 3 Enter the start value for the device number e g create 100 extensions starting at 201 will create extensions 201 to 301 Optional steps 4 Assign a type to the device e g Digital Desk Phone 5 Assign the devices to a group 6 Add any relevant notes 7 Click OK Chapter 7 5 Telephone System Configuration Deleting an item or range of items How To Deleting an item or a range of items Deleting an item or a range of items requires the same process for Exten
283. to create a separate window for each type of group from DID Trunk and Extension groups depending on what you want to view Configuring the Group statistics window is the same in each case The device groups are arranged under the menu options e DID Groups e Trunk groups e Extension groups Extension Group Statistics Drag a column header here to group by that column Column Chooser PBX Group a Ans Abd l GOS Abd GOS Head Office All Analog Phones 0 0 0 0 000 000 Head Ofice _AllAnnouncemert 0 00 Head Office AllAuto Aftendants 0 20 0 0 00 0 00 Individual statistics windows If you want to see statistics for individual devices or users these can also be configured You can view individual statistics for Extensions Users DIDs and Pilot numbers You will need to configure a different window for each category and the method of configuration is the same in each case Individual statistics are arranged under the menu options e Extensions e Users e DIDs Extension Statistics gt Drag a column header here to group by that column Extension Name Ay A int Gos Head Office l l Available statistics Once you have created your statistics window you can view a wide range of values by selecting the value from the column chooser This gives a list of columns which can be dragged across to the statistics window The available statistics are as follows Average incoming duration
284. to show and how often they should be refreshed Be careful not to enter a very large number of records or a wery short refresh time as this will slow down the system and increase the amount of data on the network significantly Show these sorts of call E My calls All calls for Users in my Organisational Group on my PBX 5 All calls for Users in my Organisational Group across all PBXs Custom Edit Quick Search Maximum number of records to show 50 5 Edit Title Font Refresh time in 5 60 Edit Records Font OK cce My calls only This displays only calls related to the user currently logged onto the system All calls for users in my Organisational Group on my PBX Lists all calls for users in the logged on user s group but only includes those extensions connected to the local PBX All calls for users in my Organisational Group across all PBX s Lists all calls for users in the logged on user s group irrespective of the PBX the extension is connected to Custom Allows setting of specific period for calls This can be a date range and can be further limited to a specific time period during each day Extensions DID filters etc can also be applied Quick Search Filtering Set the grid filtering using the quick search fields Only available with the MyCalls manager application The Calls View The calls visible in the calls view have some special features Call Playback Only available
285. tton so please make sure you have the right callers highlighted before pressing OK to continue Importing Callers You can import a csv comma separated values file directly into MyCalls to speed up caller setup This file should include the following columns Number Alternate Number and Name in that order to be imported successfully For more detailed information see the section on importing data Caller Groups Caller groups are groups that contain callers that are related in some way within a business By using Caller Groups it is possible to report over a range of callers such as all business callers or all personal callers Chapter 10 3 Callers er Callers J Q Caller Groups ve All Business Callers fal All Callers fal All Personal Callers 48 Unassigned Callers DESM System and User defined groups User defined groups are custom groups that have been created by users whilst system groups are those that are pre installed with the application and cannot be removed There are four system groups that can be used which are e All business callers Holds callers that are of type Business e All Callers Holds all callers defined in the system e All Personal Callers Holds callers that are of type Personal e Unassigned Callers Holds callers where there type has not been specified From the Callers Configuration screen click Create a Caller Group In the Create a New Caller Group windo
286. u load devices see previous section Edit the values if required and click OK The data will be imported into MyCalls Example Files There is a sample file import xls which is preconfigured with several examples of import data and this file can be found in your MyCalls installation folder Chapter 15 5 Scheduled Configuration Import Chapter 1 6 Scheduled Configuration Import Scheduled configuration import allows you to apply certain aspects of the current switch configuration to MyCalls such as extensions trunks etc The scheduling provides synchronisation at predefined intervals to keep all information within MyCalls as up to date as possible Data is only read from the PBX to MyCalls changes made within MyCalls cannot be reflected back into the PBX Parameters which can be imported The following parameters can be imported e Account Codes e Callers Abb Dial e Carriers e DIDs e Extensions e Pilot Number e Service Codes e Skill Based Routing e Trunks For each of the above you can select the following options Allow Import Allow information to be imported for that parameter Allow Add Allow new instanced of the parameter or device to be added to the existing list e g new extensions Allow Update Allow updates to parameters within MyCalls to be updated if their values have changed within the PBX Allow Delete Allow instances of the parameters to be deleted from MyCalls if th
287. u will now need to link up the fields in the CSV file to the MyCalls carrier rate values The carrier rate name and rate scheme elements will need to be individually assigned to fields in the file To help you do this the wizard provides a Assign the Values feature which allows you to select the related column in the CSV and associate it with the relevant Mycalls value To do this select the Column entry which gives a drop down list of all the columns in the CSV file If the CSV file contains the column names then these names will appear in the list alternatively the column number will appear in which case you will need to work out the column numbers from the file starting at O for the leftmost column If the Rate type is based on variable charge per unit time format then set the Rate Type to Per and set the rate interval accordingly Chapter 12 29 Call Costing Set the Call Costs are give in value to represent the call cost units of 1 1 units 0 1 10 pence units or 0 01 1 pence units At this point it may be worthwhile saving the settings so they can be reused with this file later These settings will only work with a file of exactly the same format Click the Save Import Template button and save the settings to a file Initial Cost Initial Cost Minimum Cost The call costs are given in F Each call rate has its own costing period a A common costing period applies to all the call rates
288. ues Head Office Historical 5 Current Only Interval Period Group Daily le All Trunks o Refresh Time s 10 a Title Outgoing Calls Visibility Y Show Title Y Show Group Y Show Interval Y Show Value Y Show PBX Display Font The View Menu The MyCalls main screen provides a blank area onto which you can arrange various real time windows In addition to the Real Time windows you can also view popup windows to allow easy access to the various logs which are recorded within the MyCalls database These Log windows include Calls Unreturned calls Alarms and Audit logs To access the log windows you can either select from the View menu where you will see selection checkboxes to show or hide the various log windows Selecting either Call Records Unreturned Calls Alarms or Audit Log makes the associated window visible on the screen View Reports System User Help fall Real Time Information E JL Call Records Window Unreturned Calls Window la Alarms Window J Audit Log Window Main Toolbar Grid Bar Status Bar Always On Top Agent Desktop only Ls In addition to the logs you can also enable the viewing of the main toolbar below the main menu at the top of the screen ao amp amp amp Y fal 2 ie Le Extension stats The Grid bar at the bottom of the screen ee Ye Alarms 6 Calls 62 Unreturned Calls Audit Log The Status window found at the bottom of the screen
289. unt code The report can be further filtered so it only applies to a certain range of devices such as a specific extensions group or organization group The information included on the report is user selectable along with the headings and widths of the columns used to display the information Custom Call Details Daily Costs by Telephone Number Created On 18 11 2008 11 24 31 Covering Period 16 11 2008 00 00 00 to 22 11 2008 23 59 59 Repon Filtered To Include all matching items in the report Report grouped by Dialed Number Report ordered by Time of Call Transferred calls are being reported as a single call Time Of Call Call Type Number Duration Call Cost 18 11 2008 09 40 05 Inc 00 03 46 0 00 Totals 00 03 46 0 00 Total Calls 1 02476319100 18 11 2008 10 45 23 Inc 02476319100 00 00 58 0 00 Totals 00 00 58 0 00 Total Calls 1 07974162117 18 11 2008 09 33 21 Inc 07974162117 00 02 18 0 00 Totals 00 02 18 Total Calls 1 Totals 00 07 02 0 00 Total Calls 3 Daily Incoming Abandoned Calls Provides a list of detailed abandoned calls that are grouped by a specified device type such as extension or account code The report can be further filtered so it only applies to a certain range of devices such as a specific extensions group or organization group The information included on the report is user selectable along with the headings and widths of the columns used to display the information Chapter 13 4 Reporting Custom Call De
290. ver reason you have got to the point where you wish you could start over again you can From the Layout menu select the option Reset to Installation Default and this will reset all your layouts and pages back to how they were when the application was first installed Chapter 5 8 Screen Layouts Automatic viewing of multiple pages Having created a multiple page layout you can then view a single page using the drop down menu on the main toolbar er Help E Default Fo DIDs Alternatively by setting up a display sequence you can automatically display each page The pages to be displayed are added into a display sequence Your sequence can contain any or all of the pages you have created and they can be displayed in any order There is also a timer for each page in the sequence so that you can vary the amount of time a particular page remains on screen Set up the sequence as follows How To Create a playback Sequence 1 From the layout menu select Screen Layout Pages gt Display Sequence Display Sequence Configuration Display Sequence Configuration You may specify a sequence of pages you wish to display along with how long you would like each page to be displayed for Note that not all available pages need to be included and a page can be included more than once Included Pages Mame Stats 1 Move Down 2 Using the displayed dialog select each page you wish to display from the available pages list As
291. w that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below Name Enter a name to describe the caller group you are creating Notes Enter here any relevant details you wish to save about the caller group When you have entered the necessary information click the OK button to create the caller group How To Editing Caller group configuration 1 From the Caller Group Configuration screen click Caller Groups and select the group you want to edit Click Edit Caller Group Configuration in the Caller Group configuration area 3 Callers J Q Caller Groups All Business Callers E All Callers A All Personal Callers fa Unassigned Callers 2 Inthe Edit a Caller Group window that appears you can enter notes to describe your selected group 3 Click OK to save your changes Chapter 10 4 Callers How To Delete Caller group configuration From the Caller Configuration screen click Caller Groups and select the group you want to delete Click Delete Caller Group You will be prompted to confirm deletion of the selected group Click OK How To View or Edit group membership 1 From the Callers Configuration screen click Caller Groups and select the group you want to configure 2 Click View or Edit the Group 3 Inthe Edit Group Membership window that appe
292. wed by selecting the Note tab within the player Any changes to the notes must be saved by clicking the save button The Created by Created date and Last modified by fields are automatically populated based on the logged in user Audits It is useful to know what has happened to a particular call after it has been recorded The MyCalls playback audit system logs events associated with the following aspects of a call recording e Playback Logs activity every time a call is played back e Export Logs all call export activity e Clip Logs Sound clip creation name changes deletion e Configuration Changes Logs changes to the call recorder configuration Each Audit record is read only and contains the following information e Start Finish date and times of the audited activity e Audit Type Identified the type of activity e g Playback e User The logged on user who carried out the activity e Description A pre defined description of the activity Additional Controls Two other panels are available with additional controls Selection and Sound control start and end times can be adjusted using the Begin End controls Play Selected range Sound Clip limits playback to the currently selected area of the waveform panel or the currently selected sound clip Auto Move to Next Call causes the player to automatically load and play the next call in the playlist once the current call has finished playing Begin End 00 00 00 000
293. window with the mouse and then dragging the window vertically Adjusting the column width Dragging a column divider with the mouse allows the column to be sized horizontally Ordering by column Selecting the column title will cause the grid to be ordered by that column s content e g clicking on a number column will sort the contents in ascending numerical order clicking on a name column will sort the items in ascending alphabetical order of the name column Grouping by column Dragging a column to the grouping area Drag a column header here to group by that column will group records on that column To ungroup simply drag the column name outside the window Drag a column header here to group by that column Date Time PBX From Device To Device 22 09 7008 11 32 Head Office 049 Line 049 The screen shot below shows grouping by the date time column Column Chooser Allows the grid to be customized by adding and removing different columns Top add a column select it from the column chooser list and drag it to the grid To remove a column drag it from the grid and release the mouse button To move the position of a column drag the column horizontally along the grid Grid View Options 1506 002 R3 5 0 0 Chapter 1 Getting Started with SL MyCalls Clicking on the options button allows you to display the following options Record View Options P pS Specify update options Enter the type and number of records
294. wing reasons e We can report on trunk usage e Analyzing overall performance of our telephone system helps us to identify weaknesses in the system at the physical level e g have we enough trunks e We can view the overall call statistics of our entire telephone system e Required to configure Call recording which is licensed on a trunk by trunk basis e Helpful when Identifying faults on your telephone system if for example a trunk is showing abnormally low usage Assigning and grouping Trunks Generally the MyCalls installer would create the trunk configuration as they would know the types of trunks available in the telephone system It is important that the trunks are assigned correctly as this will allow you to correctly configure your statistics windows and reports In addition your call recording configuration is assigned to record on specific trunks For Example You have a 30 trunk PRI connection a 2 trunk BRI connection linked to a GSM gateway for mobile calls and 2 Analogue lines linked to the company fax machines You could create several groups as follows e BRI group contains all BRI trunks e PRI group contains all PRI trunks e Faxes group contains all analogue fax lines With this configuration you could report on usage in the following ways e Overall calls in and out on all trunks e Call statistics for the PRI trunks main telephone traffic only e Call statistics for GSM gateway mobile calls e Detect an
295. xported hHeve Clip 00 00 04 to 00 00 05 Trunk Utilization Report Provides statistics on trunk utilization over specified time intervals during the reporting period Statistics displayed are Interval period set in the configuration Maximum trunks Maximum number of trunks used at any one time during the interval First time at maximum When the maximum number of trunks was first reached Duration Total call duration across all trunks included in the report Utilisation Percentage usage of trunks for the interval versus total trunks FEX Trunk Groups Head Office e F All Analog Trunks El ALISON Trunks Solect All Interval Interval Type El All Private Wires 1 Hour All Q Sig Trunks E All TCPIIP Trunks Select None Order Report Output By All Trunks Interval E Include Deleted Trunk Groups Maximum Trunks Average Trunks Total Duration Utilisation Chapter 13 34 Trunk Utilisation Created On Covering Penod 01 08 2006 00 00 00 to 10 06 2008 23 59 59 24 10 2008 11 48 04 Report Filtered To Only include PBX Head Office Only include trunk groups All ISDN Trunks Summary of trunk activity arranged into time intervals of 1 Day Report ordered by Interval Reporting Maximum First Time at Duration Utilisation Interval Period Trunks Maximum 01 08 2008 00 00 00 02 08 2008 00 00 00 20 01 08 2008 15 08 06 70 35 40 3 00 02 08 2008 00 00 00 03 08 2008 00 00 00 13 02 08 2008 10 22 24 34 55 05 1 00
296. y Some are mandatory fields for successful setup whilst others are optional inputs as outlined below Name Abbreviation Job Title Group Organisation User Role Email Address User Password Enable Call Playback Enable Real Time Statistics Chapter 9 5 Organisation and Users Name Enter the users name here that will be used to identify them in the system Abbreviation If the user has an abbreviated name or nickname they would like to be known by then you can enter it here in this field Job Title Enter a job title to describe the users position within the organization User Role Select a user role for your user from the pre defined list Email Address You can enter an email address for your user so that if they are configured as an Administrative User of an organization group then they receive reports and alarms on that groups activity directly Password If the user is required to enter a password to login then enter one in here 10 Enable Call Playback If the user is going to need to listen to recorded conversations then they will need to enable this option to do so 11 Enable Real Time Statistics For real time statistics to be collected for the user this option needs to be enabled If you no longer with to collect info on the user then turn this option off 12 Click OK 13 The caller should now be visible in Configure Organisation Structure window Once a user has been create
297. y mobile calls being routed via the PRI trunks e View real time call data for each group of trunks Creating and editing Trunks How To Creating a single Trunk 1 From the MyCalls Telephone System Configuration screen click Trunks Es Configure Telephone System pP f F f y Devices o a Account Codes Bl DIDs E Extensions EL Trunks 5 Groups Chapter 7 9 Telephone System Configuration Click Create or Edit a Trunk in the Trunk configuration area The Edit Trunk screen appears Click Add New Trunk In the dialogue window that appears a number of fields are available for entry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below PBX Code Number Head Office Name Type Unassigned Trunk Group Alternate Carrier None None Ea Number Enter here the trunk number you wish to create This must be a valid trunk configured on your telephone system 6 Name Enter a name for your trunk to identify its use If left blank the system will populate this field with the number 7 Trunk Group You can select a trunk group to group this trunk number under The values in this list are configurable under Trunk Groups The default value is set as none 8 Type Select a trunk type from the drop down menu 9 Alternate Carrier An alternate carrier can be assigned to a trunk This means that calls made on this trunk can have different costings
298. yCalls Call Manager The default license purchased for each contains the following features O stawoats e Licensing Max extensions 128 Concurrent users Max 1 Unlimited Call Control users Max 0 Unlimited Wallboard users Max 0 Unlimited Client Server Yes PBXs Max 1 Unlimited User Role Security Yes Users Group Hierarchy Telephone Configuration Account codes DDIs Extensions Trunks Account code groups N Yes Create Edit Delete Import Callers Create Edit Delete Caller No Y es groups CECI AS Z Z O O O Yes Yes O O O Z O Z O Account code costs Oo Noo Yes Severity levels Oo Noo Yes Distribution lists No Yes Alarm Schedules No Yes Z Z Z O O O Outgoing call time Abandoned Abandoned Service AS usage E OC CS locked dead EC ANC ACI E ee ems e CN Queue Group Status oww fe AIC C A r a ees NYO Kiosco A O EGO AUN AI CC NACI IN Cc a O e ICI ICI MI MA AAA ME MA MICA ML CS Windows EEC ho Real Time Parameters NO CC ee e Ronco 1 E Extension status Z O Trunk group queue status Trunk group queue group status O A AI Extension group statistics No EI MI Abandoned calls call rate Avg incoming call wait time Avg incoming call call time Avg outgoing call call time Avg abandoned call wait time No long waiting incoming calls No long incoming calls No long waiting abandoned calls General servi
299. ystem including Analogue ISDN Private Wire TCP IP and any unassigned trunks To configure a cost for a trunk type enter a costing value in the Cost column and then select one of the costing periods from the Cost Period column Periods selectable are hourly daily weekly monthly quarterly and yearly Click OK Chapter 12 2 Call Costing Editing Fixed Extension Type Costs Extension types can be assigned a fixed cost The amount entered can be specified as an amount for a period defined as hourly daily weekly monthly quarterly or yearly The fixed cost amount will always apply regardless of whether or not the extension received or made any calls and will be shown on reports as a pro rata figure How To Editing fixed Extension type costs 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Expand the Fixed Costs category in the left pane of the window This will display all available PBXs in your enterprise 3 Click Extension Type Costs 4 Click Edit Fixed Extension Type Costs Type Cost Cost Period Cordless Phone 0 00 Hourly IP Desk Phone 0 00 Non PBX Phone 0 00 Operator Console 0 00 Monthly Unassigned 0 00 Quarterly Yearly rv 5 You can configure the costs for the different extension types configured on the system including Analogue Desk Phones Analogue System Phones Analogue User Phones Announcement Ports Auto Atte

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