MyCalls Quick Guide - Cambridge Telecoms
Contents
1. Daily Refresh Time s Edit Title Font Edit Statistics Font Create Real Time Statistics grids through the View menu View gt Real Time Information gt Real Time Statistics or select the icon for Real Time Information fa from the main toolbar Select Real Time Statistics gt Extensions gt Extension Statistics then Create a New Statistics View To configure the Grid simply select the extensions you want to see If these are not listed they may need to be enabled for Real Time Statistics by following the steps in The MyCalls User Manual relating to configuring extensions and other devices Historical Statistics are either Daily which are totalled or averaged over the whole day or Hourly which are totalled or averaged each hour reset on the hour Current Statistics show the Last hour s statistics which are totalled or averaged over the previous rolling 60 minutes Once the window is created you can add additional columns of information using the Column Chooser 10 Empowered by innovation Nl EC Extension Group Statistics Configuration Real Time Group Statistics Configuration PBX Head Office f Extensions Select the group to view The statistics are filtered to show values for the type you have selected The DID and Pilot Number Statistics may not be available on your telephone system Check with your maintainer for details Display Values His2. Empowered by innovation NJ EG View Individual Extensions MyCalls maintains a cumulative log of Fxt 101 Sarah calls made to and from each extension on your telephone system ans 30 As you can see from the example here Sarah has answered 30 calls during the h hnh ly taken 10 Ext 102 John Ext 103 Mike eerie ete Sei tee a teneVl This information can help pinpoint areas Ans 10 Ans 15 where call handling loads may need to 7 be rebalanced to improve inbound service particularly where the system also identifies higher levels of abandoned calls Real Time Statistics Grid Column Chooser The real time statistics grid can show a variety of statistics for each extension Statistics can be chosen from a list using the column chooser Statistics include numbers of calls handled calls abandoned and performance indicators such as average and maximum wait times See pages 10 amp 11 for configuration information on real time statistics Ans calls answered by each extension Empowered by innovation NJ EG Grouping Extensions Sales Group Ext 101 Sarah Total answered A calls for Sales 55 Ans 30 Ext 102 John Ext 103 Mike Ans 10 Ans 15 Purchasing Group Ext 201 Harry Total answered calls for Purchasing Ans 30 100 Ext 202 Donna Ext 203 Steve Ans 50 Ans 20 The Real Time Statistics option on the MyCalls menu provides a range of predefined Group summary views for t
3. Empowered by innovation NJ EC Quickstart Guide MyCalls Call Management Suite MyCalls Basic MyCalls Call Manager MyCalls Call Centre MyCalls Call Recorder A _ UNIVERGE XN Aspire SV8100 Empowered by innovation NJ EC This guide is designed to give you a brief overview of some of the key features MyCalls although for a comprehensive guide to the unparalleled range of call management amp call performance tools in the MyCalls suite you should refer to the full User Manual supplied on CD with your NEC system MyCalls simple management by exception approach highlights potential problems fast for example missed calls that could be costing you a fortune in lost business Select the MyCalls shortcut from the Windows desktop Enter your Username and Password in the log on screen This will launch the default screen layout for MyCalls If you are unsure of the Username click the browse button and use the Select User Dialogue to find a user based on their first Initials Typing more letters will narrow down the number of possible users Once the required user is found select the name from the list and click the Select button MyCalls Basic is designed simply to give you a flavour of what call management can offer in particular an ongoing view of call activity MyCalls Call Manager is fully featured to generate real time data for call performance While MyCal
4. Head Office DET Single value windows can be configured to show one of a range of Call Rate and Performance statistics Multiple Single Value windows can be displayed and arranged on screen in order to make up a plasma display 12 Empowered by innovation NJ EC Real Time Graphical Statistics Call Performance statistics can also be presented graphically The chart illustrated shows a trend of average time to abandon for calls over the course of a 24 hour period The calls relate to the Sales Extensions group Call Volume Chart More general values can be configured for trunk groups including All Trunks which would give an overall statistic for the whole business 00 00 06 00 12 00 18 00 Move the cursor over any column in the chart amp left cue click the mouse to reveal a red line which can be dragged left or right to zoom in on that time period view The Chart can be reset by clicking on the clockface that appears at the left of the Time axis Configure Single Value Windows Select View gt Real Time Information from the menu or click the Icon Select Single Value and select the required The statistics are filtered to show values for the type you have selected group statistic e g The Configuration of a single value statistic is eee a oN telephone similar to that of multiple value statistics shown previously PBX Display Values Head Office I
5. 6 and 7 The quicksearch feature allows easy searching and playback of calls You can specify 1 Search period Today Yesterday This Week Last Week or Custom specify start and end date Time in the appropriate boxes 2 Number Called or Dialled 3 DID 4 Extension 5 Call Type Incoming Outgoing or Abandoned 6 Specify the maximum number of calls listed Options 1 View your own calls only 2 View All calls in your organisational group supervisor role only 3 View Calls using Quick Search Column Chooser Provides a selection of call data and statistics which can be displayed in the grid Select the Column Chooser List and drag an item across to the grid in order to view Empowered by innovation NJ EC View Unreturned Calls Number DID Extension Call Types Include calls answered by voicemail Date Time Number z Extension Ring Time Location Type 07 02 2009 12 06 07074321321 301 oh ci mobile network Inc Abd 07 02 2009 Wee 02 01606327721 Sova 03 01 Northwich 3 Inc Abd _107 02 2009 Wee 02 10292121321 360 02 11 Fernley Inc Abd ETIEN 07 02 2009 12 01 0707223321 ana 00 51 Wellbrough Inc Abd 07 02 2009 12 00 09091112341 612 05 07 Sturnley Mkt Ince ADA prac tanneries lt gt B Calls B Unreturned Calls o RT Abandoned calls are automatically logged in the Unreturned Abandoned Calls Calls list Once calls have been returned they are aut
6. 008 0501 45 Za0G2008 06 29 54 23062006 06 37 42 None hone None None None None None None Tota Duration 00 00 10 00 00 16 00 00 13 00 00 11 00 00 00 00 00 09 00 00 19 00 02 10 OT eoa 246245 OTrsos245753 OTeoa7sa32 0790424579 O7S04265450 OTa47 342920 oraaa Mobile Phones Mobile Phones Mobile Phones Mobile Phones Mobile Phones Mobile Phones Mobile Phones 00 00 06 00 00 03 00 00 07 00 00 04 00 00 03 00 00 08 00 00 03 Summary Reports can provide broader long term statistics than those available in the real time screens for example monthly summaries of calls broken down by DID etc Reports can be edited to filter the information shown For example the Daily Reports List All Calls generates a list similar to that produced by a call logger However with MyCalls Call Manager amp above it is then possible to filter the data to pinpoint calls routed to or from specific extensions or extension groups Full details of running configuring and customising reports can be found in Section 14 of the MyCalls User Manual on the DVD supplied with your NEC system Empowered by innovation A EG The MyCalls Product Range MyCalls contains an unparalleled range of call management amp call performance tools that will help every business improve its customer service and improve accuracy of response to calls MyCalls Basic configured to give you a flavour of what call management can offer Using a manag
7. 102 John Ext 103 Mike Average A Demone wait time for Sales Ans 10 Ansis 30 20 10 3 20 Abd Wait 10 Abd Wait 20 seconds In the example above the Cumulative Incom ing Calls answered by the Sales Group is 55 and the Average Abandoned Wait Time is 21 seconds Ans calls answered by each extension group Nothing focuses the mind like a picture Tha s why MyCalls is able to highlight a range of call statistics as single value windows providing easy to read data with each call type having a specific colour code for ease of identification Single value statistics are ideal for plasma screen displays on which key performance indicators can be given added emphasis The following information is presented in this way Call Rate cumulative counts for incoming outgoing and abandoned calls over historical or current periods Call Performance cumulative totals average values or number of calls exceeding allowed limits can be individually configured Call Rate and Call Perfomance Statistics Real Time Parameter Window X Incoming Calls Sales Extensions Head Office DEVIN Call Rate refers to the number of calls ina given period e g per hour or per day Call Performance relates to the speed at which calls are answered how long calls are taking and how many callers abandon because they have waited too long for a reply Real Time Parameter Window Avg Abd Wait Time Sales Extensions
8. 24 hour period All the boxes in the information display can be moved in the window by clicking amp dragging or resized by dragging the corners or edges 3 Empowered by innovation NJ EC View all your calls Period Today v Start End Number DID Extension Call Types Max Calls Inc Out Abd Date Time Number Extension Duration Location Type 07 02 2009 12 06 07074321321 301 00 03 01 Mobile Network Out 07 02 2009 12 02 01606327721 357 00 03 57 Northwich Inc 07 02 2009 12 02 10292121321 360 00 01 11 Fernley Inc Abd 07 02 2009 12 01 0707223321 412 00 13 06 Wellbrough Inc pone 07 02 2009 12 00 O909111 2844 a a 001902042 Stummley Mkt 0s Ine eee y l gt Calls Viewing Calls Quick Search A table showing details of individual calls for an individual user or across a group of users or across all trunks the level of access is defined by the administrator supervisors can be accessed by moving the cursor over the calls tab in the lower left corner of the main window The information in the table can be customised by dragging existing columns out of the display or choosing additional headers and dragging these in from the Column Chooser menu Similarly the buttons at the top of the table enable further personalisation of the view Where a call recorder is used the table shows calls that have been recorded For more information about recording and playing back calls see pages
9. Se es EEO Real Time Parameter Window Incoming Calls All Trunks Head Office Real Time Parameter Window Abandoned Calls All Trunks Head Office DEVIN DEVIN 2 Status Bar Real Time Status Calls Unreturned Calls Aspire SV8100 The default screen for MyCalls gives you a real time view of activity on your telephone sys tem as it happens The screen layout can be customised to show the information you want to see 1 The cumulative daily total of Incoming Calls on all trunks lines Single Value Incoming Calls 2 The cumulative daily total of Outgoing Calls on all trunks Single Value Outgoing Calls 3 The cumulative daily total of Abandoned Calls on all trunks Single Value Abandoned Calls These are calls where the caller hangs up before the call is answered Single Value Incoming Calls Aspire SV8100 Abandoned Calls Outgoing Calls Calls in Queue Single Value Single Value 4 Trunk Group Status which shows the overall utilisation of trunks in real time together with the number of calls waiting to be answered and the longest current waiting time for the unanswered calls 5 Extension Status shows which extensions are free or busy handling calls Each extension block can be extended to give more detailed information about its current activity 6 The Call Volume Chart shows a cumulative record of call activity on all trunks Incoming Outgoing and Abandoned over the course of a
10. ages fast using the Quick Page drop down menu at the right MyCalls automatically saves the last layout displayed on closing Reload current page layout click to display the current layout Create Real Time Window Use this to customise your screen layouts with different real baal time data Configure Reports Quick access to menus that let you select configure and run reports E Reports can be saved for later use or added to a schedule for automatic generation whenever required Copyright This document contains proprietary information that is protected by copyright All rights are reserved No part of this document may be photocopied or reproduced without prior written consent of Kelmar Software Solutions Ltd No representation is made that the information in this document is complete or accurate in all respects and Kelmar Software Solutions Ltd shall not be liable for any errors or omissions In no event shall Kelmar Software Solutions Ltd be liable for any incidental or consequential damages in connection with the use of this document Copyright 2009 by Kelmar Software Solutions Limited supplied under licence to NEC Infrontia Ltd All rights reserved Issue 1 0 May 2009 16
11. allows continuous looping of the whole call or looped playback of call segments CA Save to disk feature allows saving recording as a sound file Click the save button Specify your filename Click OK Empowered by innovation NJ EC How the Users and Groups affect Call Playback The organisation group is the default group which encompasses the whole of the organisational tree Any user at the organisation level can listen to calls for any user within the organisation Organisation In this example the Sales Director has those privileges and so can listen to any calls from the various sales groups Sales Director In this example the sales group contains a sales manager who is assigned supervisor privileges and two sales sub groups parts sales and product sales Sales Group The sales manager can listen to his own calls and any calls from the other sales groups Sales Manager Parts Sales Group Parts Sales Supervisor Parts Sales Users The sales supervisors can listen to their own calls and any calls from their own group in this case the Parts Sales Group Ordinary Users can only listen to their own calls Product Sales Group Product Sales Supervisor Product Sales Users In order to listen to any calls the supervisors or users must be enabled for call playback by the system administrator Configuration of the call playback is decribed in the End User Manual
12. d Calls ETN Cenhgue ew Pepis galeam Uee Inslaller Help Boas A Sp a polha Deter Real Th Incoming Calls All Trunks Head Offic DEVIN Default DD Main Office Plasma Empowered by innovation NJ EC Playing Back Calls Simple to use interface makes call playback easy for anyone If no Users are created in MyCalls you will be able to playback all calls However once Users are created and Call Playback 07 02 2009 12 02 01606327721 enabled for each you will only be able to playback your own calls 07 02 2009 12 02 10292121321 _ Or if you are a supervisor all calls for your group Date Time Number You can playback calls straight from the Call Records Grid Calls that have been recorded appear in the Call Records View accessed either through the View menu under Call Records View or by selecting Calls from the toolbar at the foot of the MyCalls screen Recorded calls are identified by the speaker playback icon against the relevant call record Where a Speaker Double click the playback Icon appears you will be able playback that call icon from the calls view to open the call player Playback Rewind Play Pause Stop and Fast Forward buttons Select a segment of the recording for playback using A and B buttons Play call until startpoint of segment is heard click a Continue playing until endpoint then click e Click Play J gt The Looping button
13. ement by exception approach MyCalls quickly draws your attention to issues that are business critical such as missed calls which could be costing you money MyCalls Call Manager fully featured to generate real time data about every aspect of call performance lt is easily configurable to provide you with the particular information or service support you need performance statistics and reports users and extension activity costs DDI management and much more MyCalls Call Centre takes real time call management to the ultimate level offering all the functionality of Call Manager but with the added benefits of Automatic Call Distribution essential to agent productivity and automatic call queue management Like Call Manager it is fully configurable to satisfy individual requirements MyCalls Call Recorder is available for Call Manager amp Call Centre enabling calls to be recorded played back and archived This is particularly valuable for training and for dispute investigation and resolution MyCalls Desktop controls your phone direct from your desktop sophisticated call activity at the click of a button combined with advanced screenpop capability to quickly find your business contacts prior to answering a call MyCalls Enterprise offers multi site call management Manage all your offices from a central location MyCalls Application Icons Save all layout pages Simply click to save your MyCalls custom screen layouts Recover a saved p
14. he various devices e g Extensions or by User Group Configure the information you require and your display will show real time information about the groups you have specified highlighting performance issues or service anomalies In this example the Call Statistics Grid summarises the cumulative activity for the sales group amp the purchasing group The information displayed in the grid can be varied by adding additional columns from the Column Chooser menu and or by dragging existing columns from the grid View Group Statistics Column Chooser Use Statistics as a motivational tool Where the statistics can be viewed by all users in the group s say on a plasma screen this can motivate amp enhance team performance Combining Group statistics and Individual statistics enables team members to see how well their group is performing as well as allowing them to check on thier own performance See pages 10 amp 11 for configuration information on real time statistics Ans calls answered by each extension group Empowered by innovation NJ EC Extension Statistics Configuration Real Time Extension Statistics Configuration PBX Head Office f Extensions Select the extensions to view The statistics are filtered to show values for only the ones you have selected Display Values Historical Current Only Interval Period Mike Harry Donna Sarah John Steve
15. idle for 38 seconds Summary View Only the currently EAR A active state is shown e g the status of Sarah s extension However more Nie E detailed information can also be shown Idle This additional information can be viewed by dragging items from the Column Chooser menu in the window Overview This view shows the state of many extensions on one screen As the current state changes for each extension so the colour of its indicator bar changes as a visual F u ss prompt to its particular state e g SSS Ss yellow ringing this is the default 399 Y ee colour although all system display wo oo ve 319 ee colours can be customised see the on detailed MyCalls Manual supplied on Name Steve s disc with hif system k pio e14se2 Ys Status Incoming 312 I Name Steve The indicator bar can be expanded i Number 01660115115 and collapsed by clicking on the DID 814992 arrows on the right The expanded Time 00 02 14 mode shows similar information to the Status Incoming Detailed View above Extension Status Window To access the real time status window configuration Select View gt Real Time Information gt Real Time Status from the main menu and select the group or device you wish to configure e g Extensions DIDs Trunk Groups etc Empowered by innovation NJ EC Running Preconfigured Reports MyCalls provides a wide range of preconfigured The reports and
16. ls Call Centre takes real time call management to the ultimate level MyCalls Call Recorder is available for Call Manager and Call Centre for call recording playback amp archive valuable for training and resolving disputes Or select MyCalls from the Windows menu You can locate and launch MyCalls from the Program menu in Windows under NEC Infrontia MyCalls MyCalls User Login Enter a user name and password _ When you are logged in you will be allowed to use the system to the level that your user has been granted This could be as either a user supervisor or admin User Name Password Paes ee Select User Type in the first few letters of the user s name The box will be automatically filled with all the names beginning with those letters Click Select to choose the user or O user Clear to choose n Type part of a user name here Selected user A Alice Kettle Alan Parfitt Adrian Cross Ge Alice Kettle Go Ca Empowered by innovation NJ EC Default Layout Windows Layout Configure View Reports System User Help ale AR Ss Yl Eh ale A Detour Call Volume Chart 00 00 06 00 12 00 18 00 00 00 Time HEE Outgoing GEE Abandoned AY Incoming Main Menu Call Volume Chart Real Time Parameter Window Outgoing Calls All Trunks Head Office Longest Call Waiting 00 01 10 Extension Status Window Sh
17. omati All Trunks Head Office cally deleted from the list DET To view your unreturned calls select the tab from the status bar of the screen bottom left corner Unreturned Calls or select View gt Unreturned Calls Window from the main MyCalls menu Screen Layout and Pages a The screen layout can comprise of a series of pages Each page Layout Corigue Yew Fleports Guien f ail die Load Public can be arranged to display different types of statistics and ER Save Pubic information that you want to view on a regular basis Save each gt tea new page separately with a unique name Reset to natallation Default To create a new page select Pages from the Layout menu and A fee a ee then choose the New option Enter a name for your new page e g View aa Agent Deskiop A Le sena Main Office Plasma and click OK wN ao pad MyCalls automatically saves your page layouts when you exit amp SO Sen toe NE Tanna they are automatically loaded when you restart You can populate your page with the information you want to view for example Extension Grids Single Value windows etc Re size amp move the elements you add to your page by clicking amp dragging on the edges and sides of the windows If you have saved more than one page and want to view a specific page simply select the required page from the Quick Page drop down menu found on the main menu bar iisandone
18. r Historical Current Only Real Time Graph Configuration Select the group to view Simply select the type of statistic Interval Period Group Daily M Sales Extensions yl 24 Hour Offers an hourly breakdown of are values over the day from midnight to fo E Show Single Value midnight Title Incoming Calls Daily Shows a single value for the whole day ShowTitle Show Group Show Interval Show Value Select the required group for which you are a Showre displaying the statistic The Show Single Value ISCAS checkbox is available only when configuring 7 Incoming F Overflow performance values and determines if a numerical window or a graphical window is displayed Check the box in order to display a ee numerical window and select the required zE EN visibility options Empowered by innovation NJ EC Status Views Real Time Status windows offer three ways of viewing extension or user status Detailed Summary Overview The Detailed View is designed for Extension Status Window Supervisors to rapidly assimilate call handling activity Idle 2 Off Hook 0 Ringing 1 Incoming 1 Hold 0 Outgoing 0 It shows a combination of states for the 3 call extension e g Idle Ringing Incoming etc In addition different users are shown against their extension with the time spent in that state E g Sarah s extension 101 has been
19. the custom options available reports that enable you to examine and analyse vary according to your NEC system and the all aspects of telephone use and call version of MyCalls software you are running performance These can be further customised to suit individual requirements Configure Reports E E Daily Reports List All Calls List All Calls by Telephone Number List All Calls to Voice Mail List All Outs T 5 Summary Profile All Calls by Half Hour g List Call Cost Summary Profile Ans Abd Calls by Ring Lst Cals Ove Summary Al Abandoned Calls ld Summary Al Calls by Account Code Summary Al Calls by ACD Group Summary All Calls by Agent Summary Al Calls by Costing Type d Summary Al Calls by DID li Configure Reports To run view one of the reports Select Reports from the main menu or click the Reports icon on the toolbar Then choose Report Items from the options available e You can then choose from Custom Daily Monthly or Weekly Reports Example Select Weekly Reports List Call Details On the Configure Reports Screen select Task Run Report Item MyCalls then compiles a detailed list of calls made over the previous 7 days A typical Call Details report Ring Time Time OfCall User Tk CallerName DialledNumber Location 2MOR2008 03 14 01 07511446056 Non Geographic AreaCode 00 00 00 2M0G2008 04 30 17 eaOR20Od 05 00 20 20G2OO 06 23 32 2A082008 05 34 01 2082
20. torical Interval Period Current Only All System Phones All User PBX Phones All User Phones All Voicemail Ports Sales Extensions Purchasing Extensions Unassigned Extensions Daily Refresh Time s Edit Title Font Edit Statistics Font Cancel Select Real Time Information from the View Menu or use a on the main toolbar Click against Real Time Statistics to expand the view and then repeat this for Extension Groups Select Group Statistics and then select Create a New Group Statistics View This launches the screen shown above Select an extension group or groups from the list of available group views for example Sales Extensions amp Purchasing Extensions 11 Display Values enables you to show Historical information either Daily or Hourly from the Interval Period menu below or Current information which shows the previous rolling 60 minutes The default Refresh Time is every 60 seconds but this can be increased or reduced according to requirements NOTE Reducing the Refresh Time below 60 seconds may slow response in systems with limited computer processing capacity On completion Click OK and the Extensions Group Statistics Grid will appear on the Currently Selected Layouts page Empowered by innovation NJ EC View Single Value Group Statistics Sales Group Ext 101 Sarah Total answered Ans 30 calls for Sales 55 Abd Wait 30 Ext
Download Pdf Manuals
Related Search