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End User Manual - Micron Communications

1. Remove d j ACD Queues Available ACD Queues Included ACD Queues Sales Name Primary Login Returns a L Remove 4 t L Unavailable Code Group Z Allow User Login V Allow User Wrapup Sales Agents x l4 Allow User Unavailable Chapter 16 11 Agent Control Select the required ACD queues from the Available list and add them to the Included ACD Queues list Select the Unavailable Code Group appropriate for this group of users Select whether to Allow user login Allow User Unavailable Allow User Wrapup These options limit these options for users within this Agent Control group Click OK to save your settings That should complete the Agent Control configuration and you should now be able to log into the ACD system Completion Codes Completion codes are used to identify important information about calls By using the MyCalls completion codes agents can quickly add information to the call data using pre defined codes Columns can be defined in the calls grid to display the completion codes In addition to the basic completion codes two additional levels of related codes can be defined An example might be a sales organisation dealing in various categories of goods such as Computers Cameras DIY equipment and Garden tools These might form the primary completion codes We might also define a secondary code to indicate a successful sale e g Sale Completed or No Sale fin
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3. Business A j 1 esac sans Marti Business Edit j Er m Business E E 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 group 1 From the Callers Configuration screen click Create or Edit a Caller 2 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 Number Alternate Number Name Type Group 7 01606 Billy Business None il Edit 01666 Marti Business bob 01676 Bruce Business Reception 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 13 6 Alarms Chapter 14 Alarms Managing by exception using the MyCalls Alarm System We believe that people should not have to spend a long time ana
4. 3 New View as Agent Desktop Delete Save all 433 Copy Reload You can switch between saved pages of a layout by using the drop down list of pages within the main toolbar Chapter 4 5 Screen Layouts DIDs tension 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 i ad 3 Your new page will now have been created and now be displayed on screen The page will have neen adoed tothe layout page selection tool inte mainktoobar Bait ae 2 1 218 B wor 4 You can now modify the page as per your requirements with real time window parameters Chapter 4 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 PS EE ea Yili Lo Defautt Default J 2 From the layout menu select the Pages sub menu and then click Delete 3 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
5. Select the item you wish to delete Click Delete Report Item Click Yes Chapter 17 12 Reporting General operations for configuring report templates and report items 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 gro
6. 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 Pes u have selected n your telephone Display Type z 5 Single Value Call List Interval Period Group Tes i as Refresh Time co Tithe Unreturned Calls Visibility Show Title Show Group Show Interval Show Value Show PBX Display Font Unreturned Calls All DIDs Head Office Today t Unreturned calls single value window Unrreturned Calls for Today filtered to DID Group All DID Drag a column header here to group by that colum Column Chooser DateTime From Device To Device Number Location 004 001 205 205 01606643101 Morthwich a A ee Sonne aaa gn EN Peer tree rere tetr errr treet rier trier reer eter re eter errr tree heen 1430142011 15 24 001 001 01606643102 Morthwich 004 001 205 205 01606643101 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 m
7. Accessing configuration options using toolbar shortcuts On the MyCalls toolbar Click on the X Icon Chapter 8 2 Telephone System Configuration What to Configure 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 Pilot numbers ACD User Logins PIN codes call recording agent and call control Organisation Configure the users and departments 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 dis
8. Chapter 1 Reporting MyCalls provides a comprehensive reporting facility The reports can be run manually or scheduled 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 Availability Used in conjunction with ACD to track the availability of users e Performance Used to show general performance indicators such as grade of service and responsiveness e System Details alarms audit logs auto configured devices
9. Intemal Having added the internal contacts to your list of screen pop databases you will need to set up a screen pop group to include the internal contacts list See Configuring screen pop groups for more details Chapter12 7 Contacts and Address Books Group Name intemal onhy Available Databases Selected Databases Selected Database z Move Up Sael Move Down Search on Connect Search Outgoing E Pop Contact Use Built In Viewer Auto Close Viewer only available if you are a pbx administrator Chapter12 8 Contacts and Address Books Call Control Configuration Summary Basic Installation Ensure the TAPI driver is installed Installation Ensure MyCalls is licensed for Desktop use and that the license is registered License Manager Users and extensions Create users and assign call control to those users User configuration Enable Users for hot desking if required Configure extensions and assign default users to extensions Enable required extensions for hot desking Call control Configure Call Control Configure Call Control groups System screen pop Configure screen pop interfaces for system databases Configure system screen pop database groups Assign organisation users and groups to the various system screen pop groups Personal screen pop Configure personal screen pop interfaces e g outlook Configure screen pop database groups Address Books I
10. Name Cost Cost Period an nn 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 15 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 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 None 5 This window will list all trunk line numbers along with their names and their defined trunk type as set through the telephone configur
11. Prerequisites For the queue status described below to show any activity you will need to have configured users for Agent control and users must have logged in For our example we have created an ACD queue called sales and allocated two users to that queue Mark and John See later in this section for details regarding configuration of the queues and users To view queue activity you will need to configure a real time queue status window Full details of this are described in the Real time status section of the manual but a summary is described here From the MyCalls menu select View gt Real time information gt Real time status gt DID Status gt Queue Status Select the Detailed view and click OK A queue status window will be displayed on the screen showing the current status of any users logged into the queue Call States As calls are made to the incoming pilot number the activity of the users can be viewed The possible states are Available Available 2 Off Hook 0 Ringing 0 Incoming 0 Hold 0 Other ACD 0 Non ACD 0 Unavailable 0 Wrapup 0 John TE Extn Reception 07 29 Chapter 16 4 Agent Control Off Hook Ringing 0 Incoming 0 Hold 1 Other ACD 0 Incoming Ringing 0 Incoming 1 Hold 0 Ringing nen ERE EREEN EOS A EAE EAEEN HEHE ESE HEA EEE naian Eea Available 1 OffHook 0 Ringing 1 Incoming _ Hold
12. 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 Data Window Column Chooser Operator Calls Sales AY nl 2870 Diane 12 1460 Jenny 0 Keith 5 1500 Margaret 14 4570 Rob 10 2400 Terry 2 600 External data displayed as a grid External Data Window Leading Sales White Goods External Data displayed as a single value Chapter 6 20 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 I
13. Click Create or Edit a DID in the DID configuration area The Edit DID screen appears Click the Add New DID button 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 Name Head Office DID Group None v Enable Real Time Statistics Callback Number Chapter 8 14 Telephone System Configuration 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 group 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 mand
14. 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 Chapter 17 45 Reporting 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 icon on the toolbar lt Report Distribution Lists z Report Templates Report Items IA Report Schedules 2 Select Report Distribution Lists 3 Click Create a New Report Distribution 4 Inthe window that appears enter a name and click Next 5 Specify which email addresses the reports will be sent to click Next 6 Specify whether to send the reports to the system FTP server click Next 7 Select a folder on the server a network path where a file containing the report may be stored 8 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 17 46 Reportin
15. E All Private Wires F All Q Sig Trunks All TCPVIP Trunks E Unassigned Trunks bi Include sub groups of selected groups Included Information Call Counts Ge Call Counts Ge Call Counts Ge Inc Abd Out F Available Information Chapter 17 38 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 ela arate Call Durations b Costs b Call Counts Cancel General Users Incoming Ring Distribution P Abandoned Outgoing Performance Abandoned Ring Distribution Answered Incoming Ring Up To 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 categori
16. Head Office 049 Line 049 The screen shot below shows grouping by the date time column Chapter 3 7 MyCalls User Environment Date Time Date Time PBX E Date Time 22 09 2008 2 09 2008 12 01 Head Office 22 09 2008 12 01 Head Office Date Time 22 09 2008 23 09 2008 12 01 Head Office Date Time 22 09 2008 22 09 2008 12 01 Head Office 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 Clicking on the options button allows you to display the following options Record View Options Le x Specify update options Enter the type and number of records to show and how often they should be refreshed Be careful notto enter a very large number of records or a very 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 My calls All calls for Users in my Organisational Group on my PEX E All calls for Users in my Organisational Group across all PBXs Custom Edit Quick Search Maximum number of records to show 50 Edit Title Font Refresh time in 5 o G My calls only This displays only calls related to the user currently l
17. Only include organisation groups Organisation Logins On Call Wrapup Unavailable DND User Num Avg Dur Num Avg Dur H Cost Num Awg Dur H Cost Num Avg Dur H Cost Num Awg Dur H Cost rt 00 00 00 oO 00 00 00 0 00 0 00 00 00 0 00 00 00 0 00 00 00 Chapter 17 20 Reporting User Availability Detail This report provides a more detailed chronological report of the various states of availability on a per user basis User Availability Detail Created On 24 10 2008 15 05 21 CoveringPenod 01 08 2006 00 00 00 to 02 08 2006 23 59 59 Report Filtered To Only include organisation groups Organisation Time Type Extension Pilot Name Code Duration 2910 Dave Simmons 01 08 2008 10 05 41 Logged On 2910 General Sales 06 33 58 01 08 2008 10 39 50 In Wrapup 2910 00 00 16 01 08 2008 10 40 06 Out Wrapup 2910 01 08 2008 11 45 35 In Wrapup 2910 00 00 15 01 08 2008 17 45 50 Out Wrapup 2910 01 08 2008 12 06 56 In Wrapup 2910 00 00 16 01 08 2008 12 09 14 Out Wrapup 2910 01 08 2008 16 39 39 Logged Off 2910 General Sales 31 20 21 This report shows a profile of various availability states at defined time intervals Time intervals can be set to multiples of the following e Minute e Hour e Day e Week The example screenshot has a reporting period limited to the hours of 09 00 18 00 with a time interval of 1 hour If the reporting period was set to the whole 24 hours then the out of hours results 16 00 09 00 would show zeroes
18. To Device Number Location Abbr Ring Time Note Te 1370172011 15 25 001 007 205 205 01606643101 Northwich Inc Abd 00 00 02 13 01 2011 15 25 001 001 205 205 01606643102 Northwich 00 00 05 Coie i ee ne ee a FO na CC CE a ee ce ae 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 displayed 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 Chapter 3 10 Screen Layouts Chapter 4 Screen Layouts Introduction to Layouts Layouts are the view of MyCalls 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 c
19. 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 27 Real Time Statistics For a multiple column grid select the following values Display Type Grid 2 File Name Browse for the XML file you are using as your data source 3 Watch File Select if you wish changes to the file to 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
20. Analog Playback Optional Optional Optional No Trunks Call Playback Audit 7 Desktop Only Yes a Appendix A 2 END OF DOCUMENT
21. Clear 05 8 1 0 0 Digital Assign Clear Recording Server Name Enter the name of the call recording PC Chapter 7 21 Call Recording Playback Port Archive Port Playback Speed These do not normally require changing Test Connection Press this button to check the call recording PC is responding Additional Configuration options Exported Call Recording Files Detault Filename Pretix alates lt 27ime s_ Numbers_ Usere om Default Format Microsoft WAM E Enable Transter 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 Prefix Date Time Number User 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 FEK From To Number User Location Abbr DDI Duration Chapter 7 2
22. Enter the number to dial ignore any line access codes Click OK How To Create a Service Code button Select the Service Code option as the button type Edit Action Button Action Button Configuration Select the button type you require and then fill in the additional information Button Type Service Code Service Code Type Barge In Callback Callback Off Cancel all OND Forward Clear All DND Clear Forward All Clear Forward on Busy Clear Forward on Busv No Answer r eo Enter a button name Select a colour if required Select the required service code from the list of service code types Enter any additional parameters if required such as extension Click OK NB Service codes have to be created or imported into the application Creation of service codes would be carried out by the PBX administrator Chapter10 24 MyCalls Desktop How To Create a Status button Select the Status option as the button type Edit Action Button Action Button Configuration Select the button type you require and then fill in the additional information Button Type Button Mame Status 201 User Status Extension Status User Enter a button name Select a colour if required Specify whether the button will show an extension status or a user status If User Status is selected specify the user via the user selection button If Extension status is selected specify the
23. Finally once you have finished editing the devices within the group click OK 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 VY BD ic 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 Chapter 8 27 Telephone System Configuration You can also remove a device from a group 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
24. HOW TO Deleting a Report ILE Mikene a E EN eee eee 12 General operations for configuring report templates and report items ssssssssreserressreesrrrsrrresrerss 13 TASE REPON WIZAL O oine TEE E E EE TE 13 Setting the Reporting perlo aaa E Soe al 14 HUNE Che report ene erionenn E A EE RN 15 OP CORPS eS ONES ora a a baae donate eta att asa dee aes 15 GrOUDINE TOSUIES saani snctias veut cleanse ste naundlauccueetentiawaienaiadesuncuuasauaanneteentaa S 16 RITENE CES E at a aot ales Nea tet eas ala eas ate tae Ui les oe Ma ies seta ets tales 17 Standard REDO cess ora Soh saan cies erloe a ceeauas a a ates 20 PAIN AION TRE DOI 2555552 cto T seca tie acestec eee a a TAST S 20 LISOR AV alla DIMUY eera a nevada dene naent fats satan ainda ate sea beicdewereeceag tea deabos dae 20 UserAvVala pity DCT al beitacdon cscs heaiaiaies a a T NS 21 Peoria EREDO Ane Ta T E ene a re 22 Gradeof service Group Ge tall ennn A a a a a se oe 22 Grade of service group SUIMIMENY neroian E 22 RESPONSE TIMES cisa a N aa a aaa a 23 SVS ENERE DO aa T S 23 Alarm RISC oran a AN N N A 23 Alito C nficured devit senna a S 23 System Audi er E E A wince wean baine sandiea anc uausaoapawanioug eae 23 Unused or infrequently USEC devices ccccccesseccccenseccceesececeeecceeeesececeuseceeeeesccessuecessuneceeseneeeeten 24 WI SAPS Repol lS satrrecias poco asuessenscrarnerenesciecle grenadine saw sag ctente lesa ea iaac oa racie ea ne jaatonw seuastas eueutetmnawie opera Gea naaeyee
25. HowTo Duplicate a Calle irarri diay auiideande dante tandaeat a caawa coho i 19 Carmien COSTING ChIOO Soriceiste gui Gaal Larienacin his uacan gun toeseua gaat aaieainrauenas ean 19 HOW TO Editing Costing Periods cin dart hale soe alee ce a an ea el bot 20 Bs Had ed Gal nell akc eee Re ne IPS RERUNS eMREDE Cera ORONO Re TET BER IPOS ESOT a a SPER AER DIOR ESET OTE MER IETS Hee YP 20 MyCalls Advanced Call Management System How To Add or Import a new Carrier Rate cccccsccccssecccssecceesccceescecaececeneceeeeesaescessaeceseeeeeenees 21 HOW TO Deletea Carrel R aCe ici cacisesvcxicetauna niana a aa a R a aaa aa 22 KONTO CG Cat NCI R ES a E E T EE O N NS 22 Chapi SY BN ioa A A A 1 Apen CONTON ona A E E E A A sesaausertiecntecaees 1 Agent Control and Automatic Call Distribution ACD sseessssssesssssresesrnssrererrrsrrrnsrersrrrnsrrrerersrereerrssreens 1 CW MS OU CS oer E E E E E A E T E EO N 1 Operating FOG CONO pericinisiieidinenrdenreipe iiaiai esha EAEE ER EEEE ARAA EEE E EE a 2 Viewing Agent CE VI ecane E EEE 4 Acent COMECOL COMMUN AU ON hice ersacesastecnctveceveoavaat yeah oreonesaacuasai STE T 6 DO UD TIS CIS sicceecantect vs sau ceinnnnra ceeuneaueaurcoseeine sic anunticducaspuusiseunencesuulanraccoutasicusasedeaanpeidavee rie uncemeinroeissateeaes 7 Dynamically associating a User with an extension ccccesecccsseccesscecenececeneceeeneeseesceseeecesseceeeneeees 7 Creating ACD queues USING Pilot NUMDETSS
26. 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 18 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 Configuration Database Maximum size MB Current size MB Free 16 55 60 The database is OK Call Records Database Maximum size MB Current size MB 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
27. Select a public action panel from the list Click OK Chapter10 16 MyCalls Desktop The Actions Panel The actions panel allows you to configure a series of buttons and status indicators to simplify control and monitoring the phone system The Actions panels are accessed from the bottom tabbed area just above the status bar There can be up to 10 actions panels created and each panel can contain up to 100 buttons I Ji ies d BAe 46a 9 MyCalls Desktop Dial qu anste Recall Retneve Extn 202 Idle 00 00 10 0 Sales Team Operatons Speed Dials App Shortcuts lt ee gt CE te GUL ir 100 Idle Actions Panel 4d low US Calls US Unretumed Calls Actions 4 Address Books rir The Actions panel screen provides a grid where the various buttons and status indicators can be placed To create more actions panels right click on the Actions tab and select Create New from the context menu You may also Rename and Delete an actions window from the same context menu There must be at least one Actions panel available therefore you cannot delete the last remaining actions panel and the delete option is disabled in that instance The actions panel operates in two modes Normal and Edit Mode When operating in normal mode the right click context menus will show only the telephony options available whereas in Edit mode you will also see configuration options allowing
28. ccccccsscccesecccesecceenecccenceceeeceseneceeeueeesencessuecessueceneness 7 Unavailable Code configuration cscatasccsststvasatecedsnsnesdescedeseouenorswaretoesbuscessedddeassscssaseuawesersateaseraroees 7 How To Creating Editing Unavailable CodeS cccccccccccccccsssseessseeecececccecccssseeeeeeuuueeeeseeeeeeecesseseuess 8 Creating Unavailable Code Cl OU DS xcinicecusscicscsnorasceesatecedavecocsuiasganncesmnnescatededetonanadzdavtiecseneaneeaiadeuies 9 How To Creating Editing an Unavailable Codes group ccseeesceeececccescseeeeeeeeeeeeeeeeeeeeeeeeeseeess 9 Creating Agent Control GrOUDS cxicccsesenscdtucdencuctanidedacsincansiacsaknberaiensssacsantevenaacenwiclesineesanetanienents 10 How To Creating an Agent Control group cccceseccceseccceseceeesccceesceceececeeceeeneeeeesceseuecesenecesenees 11 COMDE TON C OOE aNnne rere anne nee nee ent A eee eee nee ee 12 Entering the completo Code ugrasan enin EEEE NiE ERE 12 How To Set the completion codes for a Call essssssssssseresesrrresrrerssrrrsssrerorrrrssreeresereessrereseeresseere 12 Completion COGES CONTIPUNATION icccsesscinlasesiacceckendtedvacsscssesnnseniiaceeesiasaedendeesoenieiariaeledeasieeeanieteeroes 13 How To Defining Completion COdES cccccccsseccccessccecsesececceecceeeesececseneceeeeescceesuecetsuecesseeneeeeas 13 How To Creating a completion code BLOUP ccssecccssecccesecccsecceenceceuececeeceeenceseescessuecessneceneness 15 CADE CY PE
29. 0 Other ACD 0 Non ACD 0 Unavailable 0 Wrapup 0 SUDUCUDUUDESUDESHOUSUSSUEDESUSEDEOEDUD SUS ereeneeeeecsoncsseeeeneereeteseseeeeseoes RecececceessnecscectensccessosescesenessoaMenesvessenseoassosesenssoeeeeessoeessessest pense oeeseseeeaseeass ones eesseeeseassoeesenssedssenesoeesnestenseoassoseseneenestoassonesceseneesestyeseseeeeoessoessonessessonesonssneessasdbestonssosenceseoeesoessosstesecoeseoessoas Other ACD A user is on a call from another ACD queue than the one which You are logged into This is useful if you as a department manager wants to know that a user is busy on another call and that the calling party is legitimate Chapter 16 5 Agent Control Other ACD 0 Non ACD 1 Unavailable 1 Wrapup 0 Non ACD this could be an intercom call or a personal call etc Pilot Status Window l Available 0 Off Hook 0 Ringing 0 Incoming 0 __ Hold 0 Other ACD 0 Non ACD 2 Unavailable 0 Wrapup 0 John i Extn Reception 300 a ana anga 7 ni LALA UO Bu Extn Mark 235 Wiis ne Ww UO TCAE Agent control configuration There are several steps to configuring ACD and Agent control 1 Setup users Users will need to be assigned a default extension and a user role See user configuration for details 2 Assign the users an ACD login pin code This allows the users to log in to the phone system via MyCalls and makes them available to answer
30. 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 Dayof year 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 Call Types to Include Together E Unknown E Unknown Vi sdeaai E comina E Incoming Conference E Incoming Conference E Incoming Abandoned Incoming Abandoned E Incoming Abandoned Voice M t None E Incoming Abandoned Voice M E Incoming Transferred E Incoming Transferred Interval Day of Week Month of Year Week of Year Day of Year Day of Month Hour of Day Half Hour of Day Minute of Hour 4 selecting the call type sets and Interval Chapter 17 28 Reporting Ordering the results Interval Day of Week Order Report O
31. 13 00 01 50 941 00 04 31 00 00 14 00 39 13 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 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 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 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 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 02 08 2008 08 00 00 02 08 2008 12 00 00 468 00 03 33 00 00 17 00 52 01 00 02 17 468 00 03 33 00 00 17 00 52 01 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 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 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 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 typ
32. 3 4 5 6 7 8 9 0 11 12 13 14 15 16 17 18 19 20 21 2E 24 25 26 2728 29 9 31 1 2 Cc T i 5 Today Include calls for the following days A series of check boxes allowing you to select which days of the week are included in 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 90 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 A Time of Call Call Cost Handling Cost Duration Ring Time Held Time Chapter 17 15 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 bein
33. Code Name Head Office Sales Users Type part of a name here Graham Support Department 3 Keth Support Departmen Sales Manager Sales Department ike i i Sales Super Sales Depantment Car Sales Allow Answer Call Allow Set Forward Allow Barge In Allow Make Call Allow Set DND Allow Pickup Call Operator To remove a user from the group select the user from the included users box and click Remove Chapter10 33 MyCalls Desktop Specify the call control functions which can be assigned to this group of users by checking the appropriate box e g Allow Answer Calls Allow Make Calls etc Click OK Operator Functions Setting members of a call control group as operators gives them special privileges to carry out operations other than the extension they are currently controlling These privileges are intended for use by reception operators where they may need to forward calls from an extension or set DND modes on other extensions The operations which an operator can control on other extensions are Set Forward Set DND This allows operators to carry out forwarding and DND on extensions on behalf of the users or if an extension is known to be unavailable due to meetings or the user being out of the office Chapter10 34 MyCalls Desktop Service Code Configuration Service codes can be configured by importing from the switch using the config import utility This utility is only available to switch main
34. Configuring an external data source window sssssssssressssersssereeserressreresrreessrereserersseeee 21 Using an XML THE TOF your data tsicccvansecasstundesvennveceusnetdcaxvansedainduadcsenmiudaaeetacareanveraisaudedeesnverowenntacs 23 Multiple Column XML valueS sossnosensesenssensssersrerssressrrrssrresressreresreeseerssrresrersrerssreosreeseerssreesreeseeree 25 How To Configure an XML external data WINKOW ccccccccsseccecesseccceesececeeecceseuseceteueeceesegeeeetas 27 Wep BOSS ccs actrees cee bcs sesen E sanoetipavanwe netudinnasa ncnnsemiancauesansanan 5 arden sacansemarcaneanaranenits 28 How To Configure a web browser window cccccsssecccesececcessccceeesececeuseceeeeesceeeseecessuneceesaneeeetes 28 CADE SN Wi EE E E A AE A E E E E 1 Call FRE COMIN ooren E a E E A E A E A 1 Enable VsersTor Cal PIY DaI Kenere ETET 1 The rules governing the playback of CallS ccccccsssccccsssececeesececeeesecessesececseneceeeeeceeseusecessueceeseges 1 How to Enable a User for Play Oak wa ccseits este tacientnvenerieeeriaditedaeinesiiantewenersnsieeieiseeetietaien 2 PRE SUC UW Cal PV AC 6 eerncetier sina ccistitad nice inaa a EAE ia E E a acetadermeennussaasaneuaccentstacs 2 How To Configure Call Recording Rules scccisssivcnsssecce scaiinwassdeactesebsbonnstvasesdscabieeacedolesmnsvbasvannivavestioees 3 How to Set up recording rules for Extensions ccccccssscceccesecccceseccecaeseceeeeeceeeegeccessenecessugeceesenes 5
35. Databases Use the Screen Pop Database wizard to manage your Personal Screen Pop Databases You will be able to edit the sort of data that is to be retrieved You will also be able to specify when and how screen popping should occur Edit your personal Screen Pop Database Group Use the Screen Pop Database Group wizard to manage your personal ocreen Pop Database Group You will be able to add one or more of your personal Screen Pop Interfaces specify how and when they are searched and specify the order in which they are to be searched For a personal screen pop you need to configure the screen pop databases and the screen pop groups which define permissions for each database in your list Chapter11 4 Screen Pop How To set up a personal screen pop interface Select Configure gt screen pop gt Personal screen pop from the menu Select Create Edit screen pop The screen will show your currently configured interfaces Drag a column header here to group by that column Name Type Version Test Number outlook Microsoft Outlook XP 1 0 0 2 Edit Delete Test Microsoft CRM 4 0 Add new database Cancel Click Add new database Name the screen pop interface and select the application e g Outlook from the list Click OK The resulting dialog box presents a number of configuration areas specific to your interface Each of the areas are similar between different contact databases though not all identical an
36. 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 6 Click OK Chapter 15 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 2 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 TY sales 0 00 112 Book Sales i 0 00 5 This window will list all account codes along with their account code names and their account code groups as set through the telephone configuration or auto learned from the PB
37. E E A E beesedenecnmmernscauess 1 Telephone System Configuration scsccsccscsccsccsceccscccceccsceccsccscsccscccceccsceccscescesescescecesees 1 COANE ON ODU e a A A E A A A 1 Accessing configuration options using THE MenU essssssssessssesessressreresrrrrssreresrrrrssrereserressrereserresene 2 CORNE E ENN en EEE E A R 2 Accessing configuration options using toolbar SHOrtCUTS cccccceeeccceeeseeeescceeecseeueceseueceteueceeeness 2 WEO C ONE UE A ene een eee en ene eee oe eee eee ee ere 3 Automatic Device CONTISUPATION vcivstscctacsancccdedsacctesaseds gundinedevanmcusdantnniurnseedsndatarntavedacsaneddoriiewasadeavadacs 4 General Configuration Tasks for devices ssrss ccicdece cxswavehcveaiannscdsecnnceacvivancevcncshdcaviqeaasevecsadeheeensrsawosd eves 4 FRU Ot UCU NS A eee paceres nance cava care asycnnsaeususec scanncectsarisoceaeeeseuseuncautecavnsaivere E E N 5 How To Creating an item OF range of ITEMS ccecccccsssececeesececceeeceeceesececeeneceeeeneecessenesesseneceesenes 5 Deleting an item or range of WEIS wxctacseitce cect ctecdaaticasagriccapsentgesaeatenisiantesccaunersasieheesacctsaneeiendecneees 6 5 MyCalls Advanced Call Management System How To Deleting an item of a range of iItOMS ns asiichindiniatvisidiiasinindiinae idee 6 PBA COMMBULALION zerio iE A A R A E E 7 Single PBX CONnnGUratiOns ana aaa a a 7 How To Alter the PBX configuration w c2siseciccdssnccsdesnectasdigac cad iaccwidiebesstedses
38. ETE E E E E A E A 1 REDONE oer E A 1 Wero rom epo E arer TE A NE AE E E T 1 Selecting which reports tO run cccccescccssscccesecccenececenececenececenceceunceseeceseeceeeneeeaencessencesenecessecensneeees 1 Creating and Using Report items from a template sessusesssssssresssrrrssrrrresrrresrreresrrresrrrreserreserereseerese 1 The actual report templates are as follOWS ssossssessensesrenssrrrressrresrrerssrrressrerssrrresrrressrrresrrereserresene 1 Running arepo aN 19g 6 2 lt ee ne eer eee et EAE 2 How To Run a Report Template immediately ccccccccssccccsseccessceceececeneceeeneceeenceeseeceseeceeeeeees 3 Using REDO TCIMS wosssapcaservacsscbeopdssimersnessiedeaaysateayansaaesnancanalelenssnpeaay assur enn dsebep eninbsanevebuaayintuaianseiesnavesaies 3 Predefined Report tems essor eesin E EEN EER EET 3 U ERETO ITON aieea A E E 10 HOW To Creatine a REDOrCUICEM seprieseetn ree iniri n A A 10 HOW To Editing a ReDOrt EN herestriiieenrrion est nnie rE n EEN EEEE EER Ea ES 10 MyCalls Advanced Call Management System HOWTO Creating a Report tenm SrOU Deen a a AS 11 How To Moving a Report item to a different group sssssssesesssrerssrresssrrreserrssereresereesseereserereseeee 11 How To Copying an existing Report Item as the basis for your new Report esssssssrssrrrerrrerres 12 How To Customising a copied Report item ssseessssssseresressreresrrsseressrrssrersreeserresreeseerssrresrerseeree 12
39. Export of Recordings 4 Click OK to save any changes For more details on users and groups see the Organisation configuration section For more details on login pin configuration see the Telephone system device configuration section Restricting Call Playback Chapter 7 2 Call Recording 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 from 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 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 Recording 5 PBXs y Head Office Cal Recording i 5 Agent Control 3 Call Control A Devices Groups 2 Select the Edit Call Recorder Configuration 3 The Edit Call Recorders window will be displayed select the edit button for the recorder for which you wish to set rules 4 Installed Call Recorders Exported Call Recording Files Name it Default Filename Prefix ab it ZDate
40. Extensions Trunks DIDs and call types Chapter 7 1 Call Recording 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 Office admin and in that group there is a Supervisor Mark The supervisor can playback any calls from office admin and customer service The Supervisor in customer service Sarah however can only playback calls in the customer service group AX Configure Organisation Structure 43 Organisation yl Office admin B A Customer service e a sarah FR 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 Hame Abbreviation Graham GF Job Title User Aole Manager User Group E mail Address Organisation Qrahantniyico com Password SEs SS tt Enable Real Time Statistics VW Enable for Hot Desking Wf 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
41. How To Creating a range of User LOgiNS sssssssesssrersssrerssrrressreresrrerssrereserersereresereessreresereesseeee 22 HOW To Editing existing User LO BI Siac scccedcscnactaceeasteaondeandanwheaunneadarouesenacavacdianctaveiaccuauntoavaneessaetuaes 22 ROU COS OPN ra E cc ce sec atc E aa ers nae eo hep stn snes eae cw EE eect tonne eee 22 SVS CEI SOUS saceane ss secrngsoncc T E E E A E peek anc snes seateacnnstanene AAAS 23 Viewing ClO DS icxe corset coc eceac costs cc cuassnaqswsersan nae wuene say evessemeuanenoueaen dachoasewass saa ewnusvencaneesebessn ves cnaassensans 24 Identifying stray devices USING Unassigned groupS cccccesseeccceesececeesececeeescceeeusecetsueeceeseeeeeeeas 24 SS DS MCC GROWS snee E E A A E aabtevsincsestenenes 24 How To Creating a group ssssessessssessssessrsrrsessrsessesresessrsresessrsessreresessesresessrseoseesesesseseeseeeeseereeees 25 How To Adding an existing device to a group esssseseseresressrerssrrssrerssressrersreesrerosrerseerssrresrerseerne 25 How To Editing devices within a group ssessssessseesssesesrresressreresrresrerssereseresrersrrresrerseerssrresreeseerne 26 How To Delete SC OUD ennan e a a aa 27 How To View or Edit group membership ssssssssssssnsssesesrresressreresersseessseresressressrrrosrerseeessrresreeseeree 28 Miscellaneous CONT SULA OP xis ssccucnatecoscasnteecemsnecendduasacwavsiudeongasndocsaianedaedeaaceewanibedessatreonseiseiavdlassaenerars 29 HOW
42. 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 Protocol ISDN Integrated Services Digital Network ISP Internet Service Provider IVR Interactive Voice Response Chapter 20 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 Ri
43. 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 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 the 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 Sales PBX Administrator Office admin Password COME ast Modified By E OT EES KELMAR SOFTWARE maxine Email Address Creation Date Last Modified Date 06 10 2008 15 41 58 16 10 2008 11 40 00 T Enable Real Time Statistics V Enable Call Playback 4 When you are happy with your users selected groups
44. Include Together E Unknown a E E Incoming Conference C Incoming Abandoned Bf incoming bended E Incoming Abandoned Voice M N F heanin Abandoned Voice M E Incoming Transferred Y E Incoming Transferred Start Value s Interval 3 End Value 5 10 5 60 Call Parameter Order Report Output By Ring Time 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 17 30 e Day e Week Reporting 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 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 ee Num of Max Ring Avg Ring Max Avg Num of Max Ring Avg Ring Max na Calls Time Time Duration Duration Calls Time Time 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 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 01 08 2008 08 00 00 01 08 2008 12 00 00 941 00 04 31 00 00 14 00 39
45. 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 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
46. MyCalls Desktop Options Always On Top Preferences Compact Display Expand QuickDial Button Personal Screen Pop Personal Address Book Save Public Action Layout Delete Public Acton Layout Assign Public Acton Layouts Expand Desktop only option allows the user to view the call logs unreturned calls action screens and address books in addition to the call control toolbar Save Delete and Assign public action layout Available to Supervisors or PBX administrators A public action layout contains a complete layout of action buttons It is available to all users within the organisation How To Create a public actions page From the toolbar options select Select Public Action Layout Type in the name of the new layout or select one from the list if any exist Selecting an existing layout will overwrite that layout with the current layout you have set up Save Action Button Layout Save Action Button Layout You may save all the action button pages to an existing layout name or a new layout name This means that other users can load the pages and use them as a Starting point to create their own layouts Layout Name Reception 1 Design Reception 1 Click OK Chapter10 14 MyCalls Desktop How To Assign a public layout to an agent desktop user From the toolbar options select Assign public layout From the dialog select the Agent desktop user and from the Action button layout column select the layout
47. O 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 O 100 00 100 00 24 10 2008 01 00 00 0 0 o 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 O 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 O 100 00 100 00 24 10 2008 04 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 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 17 32 Reporting Empowered by Innovation _ Director s Report Created On 13 01 2011 11 51 45 Covering Period 01 01 2011 00 00 00 31 01 2011 23 59 59 Head Office Number of Calls Average Ring Time Answered Abandoned Outgoing Answered Abandoned 37 T 6 00 00 05 00 00 00 41 00 00 01 00 00 03 Head Office Time Of Cal ise E nsio Total Ring Time Dialled Number Location Duration Longest Waiting 12 01 2011 16 04 37 Incoming Call 00 00 05 00 00 05 0115496012 more gre 00 00 08 0115469333 Most Expensive 04 01 2011 Call 18 00 44 0115469763 Page 1of 2 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 aband
48. PBX and Extension number Click OK Chapter10 25 MyCalls Desktop How To Create a Label Labels are used to identify columns rows or blocks of items created on the action panel and can be placed anywhere on the panel Labels provide no interactive functionality and only act as visual indicators Edit Action Button Action Button Configuration Select the button type you require and then fill in the additional information Label B Speed dials Color OK Caa Select the Label option as the button type Enter a label name Select a colour if required Click OK Chapter10 26 MyCalls Desktop How To Create a Run Program button Run Program allows an external application to be invoked from the actions panel For example you could invoke Microsoft Word and bring up a specific document a Edit Action Button Action Button Configuration Select the button type you require and then fill in the additional information Button Type Button Name Run Program Google Frogram Mame iexplore exe Frogram Data http www google com v Request More Data Select the Run Program option as the button type Enter a Button name Select a colour if required Enter or browse for the program to be invoked Enter any optional program data such as the filename This must be a complete path e g c mydata doc Optionally select the request extra data option This will pop up a dialogue
49. Ports Reception f Linassianed Pxtensions 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 235 Reception Digital Desk Phone Sales 236 236 Unassigned None 237 237 Unassigned None 300 Mark Digital Desk Phone Sales 301 Max Digital Desk Phone Reception Edit _ Edit Edit Edit Edit Edit 9 s s LC S s 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 Chapter 8 26 Telephone System Configuration 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 Head Office 032 Name Default User 032 None Type Extension Group Cordless Phone l None Voice Mail Timeout Seconds 14 If you have clicked Edit to edit the device settings then Click OK to close the dialog 15
50. Remotely log staff on and off queues e Monitor your staff s queue activity and current status in real time e Manage wrap up times e Unavailable codes give the reasons that staff are unavailable at specific times e Generate queue usage reports e Report on call activity based around ACD routing rules Using DID numbers It is useful to automatically route calls to extensions directly whilst keeping the number of trunks to a minimum This can be accomplished by the use of DIDs DIDs allow specific inbound numbers to be routed to private extensions without the need for an auto attendant or a call transfer DID is most useful on PRI or BRI trunks where several channels can be assigned as DID channels In this way a single PRI trunk group could handle hundreds of phone numbers using only 30 channels or less An office with 80 extensions could have 80 corresponding phone numbers operating on a single PRI trunk The PBX knows which phone extension to ring because the DID tells the PBX which extension is associated with a given number Calls coming into DIDs can also be queued within the PBX This allows a basic call queuing facility but does not have the advantages of intelligent routing offered by ACD DIDs can be combined with ACD so that calls to a DID number are routed to an ACD queue For analysis purposes DIDs offer a number of benefits Organising your incoming calls by DID e g having a unique number for each type of enquiry will allow you t
51. Select the Costs option from the Configure menu or clicking the icon on the toolbar 2 Expand the Handling Costs category Fixed Costs Handling Costs F 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 Chapter 15 7 Call Costing 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 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 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 2 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 w
52. To 26 11 2008 14 16 53 01 08 2008 00 00 00 to 13 08 2006 23 59 59 show summaries for the device type Extension Transferred calls are being reported as a multiple calls Group Ans Head Office DESPATCH E COMMERCE FINANCE IT DEFT MARKETING OPERATIONS PRODUCT Pest ac 201 Chapter 17 25 Number of Cals Abd Out 20 g 1 3 0 42 0 g 12 49 6 T2 1 117 Tir 0 2 11 0 8 110 17 Average Duration Ans Out 00 00 00 00 00 00 00 10 26 00 03 54 00 01 17 00 02 24 00 00 00 00 00 00 00 01 37 O0 02 07 00 01 56 00 01 06 00 03 06 00 01 41 Average Ring Time Ans 00 00 00 00 00 03 00 00 07 00 00 00 00 00 07 00 00 15 00 00 22 Abd 00 00 02 00 00 44 00 00 00 00 00 00 00 00 25 00 00 02 00 00 01 Num Long Waits Calls So oOo og o8 G amp D Oo O G amp a3 19 10 26 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 CoveringPeriod 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 If Ans Out Ans Abd Waits Calls Calls Call Taxes Fixet Head Office DESPATCH 2553 0 1 0 0 00 00 00 00 00 00 00 00 00 00
53. 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 15 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 Fixed Costs 4 Handling Costs Location Specific ae EGE BT Business i 4 Costing Periods 8 Camer Rates et Special Numbers get Mobile Numbers et Intemational Numbers 4 Click Edit Carrier in the right pane Name BT Business Country Least Cost Routing Digits United Kingdom 18866 75143 You can change the name modify the country the carrier is in and modify the least cost routing digits the carrier
54. a name to identify the Extension group for reporting on 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 1 From the MyCalls Telephone System Configuration screen click to expand Extensions 2 Click on Create or edit an extension Chapter 8 25 Telephone System Configuration 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 How To Editing devices within a group 9 From the MyCalls Telephone System Configuration screen click to expand Extension Groups 5 42 Account Code Groups DID Groups J E Extension Groups iff All Analog Phones JE All Announcement Ports f All Auto Attendants All Cordless Phones JE All Desk Phones JE All Digital Phones All Extension Types f All Non PBX Phones JE All System Phones E All User PBX Phones i All User Phones JE All Voice Mail
55. and duration of login time spent in wrap up unavailable or in DND with average durations for each state You can generate variations of this report which give a breakdown of unavailable codes Availability detail gives a breakdown of the states for each user and availability profile reports show the maximum and minimum number of users in each state for a specified interval such as every hour Performance reports give breakdown of service levels at both group detail and group summary levels Group details report the half hour periods where the service levels were not met Group summaries provide overall statistics for the percentage of half hour intervals for which the grade of service targets were not met Chapter 1 13 Welcome to MyCalls Real time statistics MyCalls can display a wide range of real time statistics which can be displayed on a desktop PC or wallboard display You can organise your screens into pages and layout each page in any arrangement of statistics windows you like The statistics windows are capable of displaying either status which is the real time state of an extension user queue etc or statistics which displays accumulated values such as number of calls service levels and average call times wait times etc Real time windows can be used to show current performance levels and call rates to motivate staff You can show calls in queue which help staff to recognise when things are particularly busy and can
56. any value calculated across any date and time filtered down to devices or users of your choice Real Time Status Monitor the immediate status of your devices extensions and users such as calls in progress call queues and extensions not in use Statistics windows View current and historical data View single values such as incoming or outgoing call counts abandoned call rates group activity and statistics specifically tailored to your business model Call logs Alarm logs and lists of unreturned calls all help you manage daily workloads Chapter 1 1 Welcome to MyCalls Key things that MyCalls will do for you Traffic Analysis MyCalls can help you monitor your telephone system s traffic Traffic reports can show if you have too many trunks paying for rarely used extra phone lines or not enough trunks current phone lines are busy most of the day These reports can also show you which calls were routed over particular trunks By monitoring your phone system s call routing ability you can be certain the correct calls are being routed to the least expensive trunk Reporting You can generate the information you need when you need it For example What is the most frequently dialled long distance telephone number How much money does your company spend making Premium Rate calls How many times did your sales department call clients London last week Which calls were more than 30 minutes long Toll Fraud Alarms MyCalls can provide
57. 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 8 30 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 Note that overflowed calls are regarded as incoming calls for the purposes of Grade of Service 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 target maximum ring time l Incoming connected calls long waits General Service level 100 Incoming connected call
58. be carried out by the pbx administrator When importing system address books only the screen pop databases defined for the system will be shown in the selection list of databases to import from Chapter12 6 Contacts and Address Books Configuring the internal contacts lists for screen pop purposes J B i tip One reason for importing your external contacts into MyCalls would be to speed up searching By importing the data the contacts would be held in the internal MyCalls database and any searches would be highly optimised rather than relying on the performance of third party software clients To enable the system to screen pop on the imported address book rather than searching the external data you need to perform the following tasks e Configure the internal contacts as a screen pop database e Add the internal data to a screen pop group How To Configure an internal contact screen pop Select Configure gt screen pop from the main MyCalls menu Select either personal or system Create Edit screen pop databases Add a new interface and select Internal from the drop down list Click OK NB The internal contacts list requires no additional configuration and therefore does not present a configuration screen Screen Pop Configuration Specify the Screen Pop Database Type Before the configuration for a screen pop database can take place the type of screen pop database needs to be specified Name
59. box This dialog is split into several areas An example shown below is for Microsoft CRM but each database application will have its own configuration screen Refer to the 3 party configuration guide for details Configure CRM4 Screenpop e Server Configuration CRM Server URL e g http icrmserver domain com http V kelmar web 5555 Organisation Name kelmarsoftwaresolutionsitd n e HH HHHH Use Active Directory Credentials User Name Domain Name Password Account Searching Contact Manager Search Fields Unassigned Contact Manager Fields Assigned Contact Manager Fields E Account Name Account Number Contact Data Database Field E Account Number F idress 1 Fax E Address 1 City dress 1 Name Business Company Name Account Name E Address 1 Country Region IE OATE n Business Company Address City Address 1 City ess 1 Primary Contact Name ae T wy T Sae Pince Business Company Address Country Address 1 Country Region Fax idress 1 Street 3 a Business Company Address County Address 1 County Name c mn te ne Business Company Address Line 1 Address 1 Street 1 PP E T Business Company Address Line 2 Address 1 Street 2 Per os dress 1 UPS Zone deeri virana Name dress 1 UTC Offset Business Company Address Zip Address 1 ZIP Postal Co l Street 1 Address Z City Business Company Home Page Web Site l Street 2 a Business Email Address Email Street 3 sins Business Email Addres
60. call control preferences can be configured here One Touch Transfer Supervised Transfer Bring to the Front Wf Never E On Incoming Connect On Ring E On Internal Connect On Outgoing Connect ok cme Toolbar status indicators The toolbar contains a status indicator mini statistics counts and a screen pop results indicator The status indicator shows the call type and changes colour to indicate this whilst the call is in progress for example if the default colour scheme is in operation then it would change to green for an incoming call blue for outgoing etc The extension being controlled will be displayed time in the current state e g ringing hold off hook and the calling number or number dialled The mini statistics indicator shows the daily total for each of the basic call types incoming outgoing and abandoned To the right of these statistics you can view the current caller or if the caller is not found in the database then No contact found will be displayed If the screen pop search returns more than one result then Multiple Contacts Found will be displayed and again clicking on this will display the screen pop viewer Chapter10 11 MyCalls Desktop Clicking on the caller name will pop the details for that caller into the MyCalls screen pop viewer see the section on screen pop for more details Chapter10 12 MyCalls Desktop MyCalls Desktop as a standalone product If you are runni
61. calls The Login code is an arbitrary code assigned to each user which informs the phone system to make a logical link between a user and their current extension This means that when a queued call is to be routed the users associated with that queue can be correctly located 3 Configure ACD queues Via the Pilot number configuration 4 Configure Unavailable codes Identifies a set of unavailable codes which can then be assigned to an agent control group Only available users can take calls therefore the ACD system needs to be aware if users are available or not at any time Chapter 16 6 Agent Control 5 Configure the Agent control Assign users and ACD queues to Agent control groups so that the users can be associated with a given queue or set of queues This allows a given user to automatically login to one or more queues 6 Configure a real time status window To view the queue status as described in the previous section Set up users Users are created within the MyCalls environment and you must be logged in as a user in order to run the MyCalls application Users can be given different roles and privileges within the application For more detailed information about users see the relevant section of this manual Dynamically associating a User with an extension In order for staff members to log into and out of ACD queues we must relate our staff members users with the extension that they are currently using Relating a user to
62. 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 For example move John from office admin into sales ey Organisation 8 Organisation 5 4 Office admin 5 Office admin rem R ma on ER ma Sey Sales a Sales ha John A administrator A administrator 3 Ifyou want to remove the user from all groups you can put them in the top level of the hierarchy by hovering over the Organisation group and releasing the mouse 4 You can 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 np cm aep User Role rganisation Sales ales PBX Administrator Office admin Password Organisation o o o Last Modified By Sales 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 V Enable Call Playback 7 Inthe window that appears simply use th
63. complaints are handled successfully are they passed on and dealt with and do you get back to the customer with a solution etc Use reports statistics to determine how quickly complaints are being dealt with and if complaints are being routed to the right staff You may need to provide more DIDs so that more choices are presented to the caller prior to connecting to a staff member Manage returned calls by generating unreturned call reports or using the real time unreturned calls grid to ensure you are responding to these calls Chapter 1 19 Welcome to MyCalls Generate new business Improve customer retention Use Call Recording to review call content Use the statistical data generated from MyCalls to determine the best times to make specific types of calls Experiment with different types of customer your pitch and different times of day for the calls and use the resulting statistics in conjunction with call recordings to refine your campaign planning process Scheduling regular calls to existing customers Fast response to incoming enquiries What type of staff do I have The telecom strategy you employ for responding to calls can be very dependent on the type of staff you employ If you provide a very specialist service or product that requires in depth knowledge then you will need to provide e Multi skilled people filling various roles e Departments geared around specific roles e Highly skilled or technical staff What type
64. control for this user is to be enabled otherwise 0 If call control is not available on your system or has not been purchased then leave this field blank 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 4 Agent Desktop User 5 ACD Supervisor Chapter 19 4 Importing Data Into MyCalls How To Importing Users 1 From the organization window Configure gt Organization select organization or one of the organization groups 2 Select Import users Import Users ya Import Users Users can be imported from a Comma Separated Value csv file The format is Group Name Abbreviation Password Email Address JobTitle Login PIN Default Extension Enable Real Time Stats true false Enable Playback truefalse Call Control 0 none 1 b
65. 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 An alarm should be notified Notifications should be distributed every time they occur Upto notifications per hour 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 Pr
66. excluded from being recorded as required Chapter 7 4 Call Recording How to Set up recording rules for Extensions Extensions Selected 208 302 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 selected 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 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 o gt How To Select and Playback a call 1 From the view menu select Call Records
67. extensions starting at 201 will create extensions 201 to 301 Optional steps Assign a type to the device e g Digital Desk Phone Assign the devices to a group Add any relevant notes Click OK Chapter 8 5 Telephone System Configuration Deleting an item or range of items How To Deleting an item of a range of items Deleting an item or a range of items requires the same process for Extensions Trunks DIDs Account Codes and Pilot Numbers 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 aa onfig i 0 2008 NS Wis i OANA 00g 16 5G 28 10 2008 14 77 ZU oy 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 8 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 t
68. from The grid can be setto have a maximum size or to use whatever space is required Type Show Alignment Extensions Members E Horizontal Custom Grd E Users E Groups Vertical 3 Rows gt Columns Range Buttons Required 4 Buttons Available amp A Name Type 208 Unassigned 300 Digital Desk Phone 301 mike Digital Desk Phone 302 Digital Desk Phone 400 Unassigned 401 Unassigned IG GRRE From the Dialog box Select the type Extensions or Users Select Members Groups or Range Extensions type only From the resulting list either select the required Extensions Users the Group or specify a range If specifying a range select the PBX and select the start extension followed by the number of extensions required For the Alignment specify horizontal or vertical and optionally select a custom grid specifying the number of rows columns required Click OK Chapter10 28 MyCalls Desktop Using Call Control functions from other MyCalls windows Call Control functions are also available from status and call log windows Real time status windows can be configured to display extensions activity Using Call Control with Real Time Status windows If you have real time status enabled then you can access call control functions directly by right clicking the extension in the status window If the extension is the one you are controlling then right clicking that extension gives you all the core telephony func
69. 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 From the MyCalls Telephone System Configuration screen click Account Codes Click Create a Range of Account Codes 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 Number of Account Codes Enter here the number of account codes you wish to create in the range 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 thos
70. hot key is now assigned Chapter10 9 MyCalls Desktop click on the new hot the Assign button on to reset to the Callback If you are running Agent Control in an ACD environment you can also enable the agent control functions to appear on the toolbar as well In order to see any agent control buttons you will need to enable Agent Control from the View menu and enable the required buttons from the Tool Button Configuration described above by selecting Agent Control in the Category drop down box see diagram below Unavailable Chapter10 10 MyCalls Desktop Call Control Preferences Call control preferences allow you to specify two items How the transfer is processed when selecting transfer from the user or extension status windows or from a status action button This can be set to Supervised or Blind You can also define when the toolbar becomes visible when a call is triggering a response from the call control system The toolbar can be brought to the front in the following conditions e Never e On Ring when an incoming call rings your extension e On Incoming Connect Once an external incoming call has been picked up e On Internal Connect Only when internal calls are picked up e On Outgoing Connect When an outgoing call is connected Call Control User Preferences Call Control User Preferences Configuration Various user specifc
71. internal calls the call will be treated as an internal call and line access codes are not added with the exception of the ones specified in the list which are always treated as externally dialled calls Chapter10 31 MyCalls Desktop Call Control Groups Creating a call control group requires you to configure your users so that they have call control capabilities This is done as part of the user configuration When creating or editing a user simply select the Call Control drop down option for that user and set it to basic This means when the user logs on they will be given the option to control an extension A Call control group defines what its members can do with regard to call control The functions which may be assigned to a group of call control users are as follows e Answer Calls e Make Calls e Pickup a call ringing on another extension e Allow Call Forwarding e Allow Do Not Disturb DND e Allow Operator Functions see operator section e Allow Barge In Typically you would create groups for different types of users For example reception staff may need to access all functions including call brokering parking calls conferencing etc whereas sales agents May only need to answer make and transfer calls from the screen By putting users into groups several users can have their call control environment defined from one configuration screen A user can only belong to one call control group Name Abbreviation Job T
72. leave anything in the Number box if you are Chapter 3 9 MyCalls User Environment 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 Matches filter a 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 phrase within the notes attached to the calls 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 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 a ee Drag a column header here to group by that column Column Cr Date Time From Device
73. logged in Chapter 4 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 7I max Office admin Using the Layout Name 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 R Load Public 12 8 a i ER Save Public X Delete Public ae Assign Reset to Installation Default
74. logging on to MyCalls MyCalls now 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 as the default user when the user logs on to MyCalls or MyCalls desktop 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 to MyCalls Extension Selection Please select the extension you are working at Your usual extension has been preselected PBA Head Office Chapter 3 2 MyCalls User Environment 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 dialog Job Title User Role Use sm Last Modified By Last Modified Date 01 07 2009 15 59 29 07 07 2009 11 44 27 Enable for Hot Desking Enable Real T
75. may optionally be assigned to the recorder channels Recording Server Name Password Playback Port Download Speed KBits sec 5800 S000 E Call Recording Backup eax Backup Call Recordings You can either back up all 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 F CallRecordingBackups 650 v Schedule Task Start Time Weekly f 31 01 2006 00 00 00 a z Backup all Calls between these Dates Schedule Task Weekly Start Date 30 01 2009 End Date 30 01 2009 Start Time 00 00 00 Every 1 week s on W Sun F Mon F Tue F Wed F Thu E Fri E Sat End Time 23 59 59 H Backups 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 1 How To Manually Start a Call Recording Backup 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 30 01 2009 start Time 00 00 00 End Date 30 01 2009 End Time 25 59 59 Chapter 7 24 Call Recording How To Cance
76. may take time to appear depending on the screen refresh period DateTime From Device To Device Completion Code 1 Completion Code 2 Completion Code 3 lt i 1270172011 17 37 001 007 205 205 Computers Sale Completed Newspaper Advert Completion codes configuration This requires 3 steps e Define the completion codes e Create completion code groups and add the codes to them e Define which completion code groups apply to which agents How To Defining Completion Codes Select Configure Telephone system gt PBXs gt Agent Control Click on Completion codes Click Edit Completion Codes Chapter 16 13 Agent Control iE Configure Telephone system Head Office ll Call Recording I Agent Control ke iA Agent Control ae By Unavailable Codes nE Hs Unavailable Code Groups pe Completion Codes Completion Code Groups H Devices f Groups From the dialog displayed click inside the Name column and enter the completion code name Repeat this process until the list is complete and add codes for the other levels if required Codes can also be imported from a comma delimited file Edit Completion Codes E Sa Edit the Completion Codes Add Completion Codes for each completion code level You must add codes to level 1 the other levels are optional You can also import completion codes from an external file one code per line Level 1 Level 2 Level 3 Name Hame Hame Cen Follow Up Newsp
77. measurement such as Time to Answer TTA or Average Time to Answer ATA can give misleading results This because the average time can be quite short but deeper analysis can reveal that some calls are taking far longer to be answered than the average value would suggest It is not unusual to see ATA values of less than 20 seconds whereas the maximum time to answer can be in excess of 4 minutes This can lead to a false conclusion that all your answer times are close to the average To check the real TTA values you can run a Call Summary Time Distribution report The data shown below is an extract from such a report and shows the number of calls answered at various TTA s ranging from less than 5 seconds up to 240 seconds or more Whilst the vast majority of calls occur in less than 35 seconds there are still quite a number of calls occurring at well over 2 minutes Chapter 1 11 Welcome to MyCalls calls answered 6 207 7 067 10 20 3 017 16 20 1 090 21 25 1 088 26 30 1 294 31 35 1 244 36 40 912 41 45 386 46 50 231 235 236 240 gt 241 Using a service level value indicates the percentage of calls that are answered within the target answer time This is a much better indicator than ATA because we can immediately see the percentage of calls which fall outside our desired answering times We can report on Service level as well as setting alarms and viewing the values in real time on wallboards etc A basic de
78. move the window Incoming Calls All Trunks Head Office Daily 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 3 5 MyCalls User Environment PBX Display Values Head Office Historical 5 Current Only Interval Period Group Daily All Trunks oa Refresh Time s 10 Title Outgoing Calls Visibility V Show Title 7 Show Group Z Show Interval 7 Show Value 7 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
79. of the members of the group This is dealt with in more detail in the screen pop configuration section J Bic tip Dependent on the database employed you may need to have a copy of the application e g Act Outlook etc installed and running on your PC before you are able to show the contact data Chapter11 1 Screen Pop The Screen pop sequence If you have screen pop installed and configured then you will be ready to use the screen pop system The screen pop operates in a specific sequence depending on whether the call is incoming or outgoing and also dependent on the configuration of the screen pop Incoming calls Initially the system will detect an incoming call ringing on an extension Once the system detects the caller s number CLI for the call the client associated with that extension will pop up a contact window The popup window will either indicate a single result for the incoming call in which case the basic details for the caller are displayed or if multiple contacts share the same CLI then a list of several contacts may appear The user can select any one of the contacts and inspect the contact details prior to answering the call or whilst the call is in progress The screen pop viewer Mr John Smith Corporate Phanna Tery Jones Corporate Pharma Selected Contact Details Detail Value First Name John Last Name Smith Full Name Mr John Smith Business Company Name Coporate Pharma Business Email Addres
80. phone connected until the transfer target extension is answered and you specifically complete the transfer A blind transfer automatically hangs up your extension once the transfer target is dialled and begins to ring ite i Transter Chapter10 5 MyCalls Desktop How To Make a Supervised transfer Once the call is connected click the Transfer Icon Enter the number to transfer the call to in the Transfer to box 1 Click Start to initiate the transfer this will call the number you wish to transfer the call to Transfer 200 Start Bind Cancel 2 Once you have established a connection select Complete Transfer Transfer to 3 Hang up your phone the transfer is complete If you wish to establish a blind transfer then simply select Blind rather than Start in step 1 above and hang up your extension Park and Retrieve The system provides a number of orbits into which you may park a call whist attending to other business such as answering another call or attempting to ring another party You may park an active call in an orbit of your choice When you press the Park icon the orbit dialogue appears Simply select the orbit into which you wish to park the call and click OK the call is then parked Retrieval is the complimentary operation to parking Select retrieve and then select the orbit you wish to retrieve the call from The retrieved call then becomes active
81. receive notification of this alarm For this example we choose the Managers list Chapter 14 8 Alarms Schedule the alarm using th the Alarm Schedule Dayaan A M b The alarm will always be sent to the Real Time Monitors Send the alarm to the members of the Alarm Distribution List Send the following report schedule to the email members of the Alarm Distribution Ust koai n should be displayed as Information x Next you need to specify which Extensions Users and Pilot numbers 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 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 LAW A Oa Exclude pilot numbers in this group All ACD Queues Users Include all users Include users in this group Exc
82. recorded verbal message played to callers Chapter 20 3 Acronyms amp Glossary 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 passes 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 Av
83. 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 17 Real Time Statistics Real Time Status a Real Time Statistics fal Single Value a Combination Values Smi Account Code Groups T H S Extension Groups ce Sai Organisation Groups Sm Pilot Number Groups cf Trunk Groups How To Creating Combination Value Real Time Parameter windows Click to expand Combination Select the group you wish to expand e g DIDs You are now presented with two options clicking call rate or performance If you click call rate you will be presented with a call volume chart If you click performance you will be presented with a chart of call wait time ranges On both occasions the following window will appear PBX Display Values Historical Interval Period Group Daily All Account Codes Refresh Time 5 Overflow 7 You can alter the interval period the group and the refresh time 8 Click OK Chapter 6 18 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 w
84. 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 n i 7 I Stoo a al Belo Oe le ot Bt St r Alignment and Spacing Tools Sif yl Align Left Align Centre Align Right AlignTop Align Middle Align Bottom E gt L4 4 Make Widths Equal Make Height amp Width Equal Make Heights Equal Ht tt th dp Make Horizontal Reduce Horizontal Increase Horizontal Remove Horizontal Spacing Equal Spacing Spacing Spacing a t y TOEO o Make Vertical Increase Vertical Reduce Vertical Remove Vertical Spacing Equal Spacing Spacing Spacing Chapter 4 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 botttom 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 al
85. 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 al 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 8 28 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 next to the section you wish to change for example logged off end colour Colours Status Call Type Start Color End Color Text Color Available Internal Unavailable Single Value Parameters Coloured Text Coloured Background 4 Click
86. the grouping field but applying an extension group filter and selecting the sales group in the filter details Chapter 17 17 Reporting Setting filters is a two stage process 1 Specify which devices users call types etc you wish to apply filters to Call Details Configuration Spec ify the devices to filter the report to The 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 filtering will be configured later in the wizard depending on what you select If you do not wish filter the results to a certain type of device then do not not select that option E Account Codes Groups G 22 SEE a 2S E Callers Groups Extensions Groups Call Durations Call Types E PBXs E Trunks Groups Users Organisation Groups DIDs Groups Dialed Received Numbers Include the filter description in the report 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 exte
87. to supervisors Alarm Categories MycCalls currently has the following different types of alarm with more added on each release of software System Alarms 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 14 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 Overflow Alarms An overflow alarm indicates when an overflow situation has occurred This happens when a call has been transferred between ACD Groups before being answered For other PBX types Overflow is defined as a call that has been transferred between ACD Queues Pilot Numbers before being answered 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
88. user name and a visual indication of the current state for each user that is included in the view The current state of the extension or user is indicated by a colour coded indicator bar Chapter 5 5 Real Time Status Name 301 Number 301 DID Pilot Caller 304 Code Time 00 00 39 Status Internal ye The indicator bar can be extended to reveal additional information e Name of Extension or user e Number Number being called or calling in e DID DID that was called Incoming calls only e Pilot number Pilot number that the call was assigned to e Caller Calling in or being called e Code Unavailable code e Time Elapsed time in current state e Current status current state of extension or user Name Reception Name Max Number 235 Number 301 DID DID Pilot Pilot Caller Caller Code Code Time 00 00 05 Time 00 00 05 Status Ringing Status Ringing 300 302 Creating User Status Views How to Creating a new User Status view Click Real Time Status Select the output you wish to create a new user status for e g user Click Create a new user status view A new dialogue window will appear Chapter 5 6 Real Time Status Organisational Groups Organisation Office admin Organisation Sales Show Detailed Show Overview Show Summary Use Short Names Edit Title Font Edit Status Font You can select one or more organizat
89. user to manually refresh the page Chapter 6 28 Real Time Statistics Web Browser Configuration 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 Home Page e g www abc com https iwww abe com http w anysite con E Allow Navigation Refresh Type E Automatic Manual F5 Refresh Time 5 10 Web Browser e A htpz mwnecicouk wes iz PA NEC Empowered by Innovation NEC Infrontia Unite Reseller login Contact us Partner logii Home Solutions Products Partners Company News amp Events P Business Mobility amp Messaging in Hea In charge when it matters most Read more are m A Information for NEC relieves UC fear factor Unveils UCB to nabi Emu Small amp Medium Business truly integrated k 7 Predbesccesa oe owl diom a so o oo es o z os gt _ A P Ca gt f Ri ee os Bo A Configured Web Browser window Chapter 6 29 Real Time Statistics Chapter 6 30 Call Recording Chapter Call Recording The MyCalls system provides access to call recordings using the Calls list on the front screen From the calls list you can see at a glance any calls which have been recorded and you can playback these calls on the desktop simply by clicking the call
90. 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 15 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 rate tends to be more expensive as that is when most business calls are made The time bands used by carriers never overlap and tog
91. which would be unnecessary for the report User Availability Profile Created On 2410 2008 15 16 57 CoveringPenod 01 08 2008 09 00 00 to 02 08 2008 17 59 59 Report Filtered To Only include organisation groups Organisation Number of Calls Logged On Unavailable Wrapup DND Interval Period Inc Abd Out Min Max Min Max Min Max Min Max 01 08 2008 09 00 00 01 06 2008 10 00 00 1 0 2 1 0 1 0 0 0 0 01 08 2008 10 00 00 01 08 2008 11 00 00 3 0 1 L 2 1 q 0 1 0 0 OV08 2008 11 00 00 01 08 2008 12 00 00 5 1 q 2 2 0 1 0 1 0 01082008 12 00 00 01 06 2008 13 00 00 2 2 2 2 2 0 1 0 1 0 01 08 2008 13 00 00 0108 2008 14 00 00 2 2 2 2 2 1 q 0 0 0 0 OV08 2008 14 00 00 01 08 2008 15 00 00 2 0 2 2 2 1 1 0 0 0 0 0108 2008 15 00 00 01 06 2008 16 00 00 3 0 J 2 2 0 1 0 0 0 0 01 08 2008 16 00 00 01 06 2008 17 00 00 4 0 3 L 2 0 0 0 0 0 0 OVO8 2008 17 00 00 01 08 2008 18 00 00 q 0 0 0 0 0 0 0 0108 2008 18 00 00 01 06 2006 19 00 00 0 0 0 0 0 0 0 0 0 0 Chapter 17 21 Reporting 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 All Analog Trunks of Service F All ISDN Trunks Select All 90 E All Private Wires F All Q Sig Tru
92. with Users You can also look at the call data from a user s perspective where each user performs a role within the organisation Users can be organised into groups which reflect the organisation s real hierarchy and provide more flexibility than devices alone including the ability for a user to log into any extension hot desking and the ability to control the access to call recordings Using DIDs to recognise purpose of calls Breaking down calls according to the purpose of call can be achieved by providing DIDs to your callers Advertising campaigns often use this approach where a series of DID numbers are advertised each number corresponding to a different advert or product range The phone system can then route calls coming in on a given DID to a specific group of extensions or an ACD queue If several calls dialling the same DID are waiting to be answered they are defined as being in a DID queue and MyCalls can provide statistics about these queues such as calls waiting in queue longest wait who answered the calls and what the call durations were etc Managing calls using Automatic Call Distribution ACD ACD allows the distribution of calls to a group using a set of rules and generally ensures that calls are spread around in a fair and even manner This ensures that no individual agent is answering calls more frequently than others MyCalls can monitor the performance of ACD queues and break down call rates the number of calls in
93. you wish to assign to that user Assign Layouts Eac Assign Layouts You may assign layouts to a set of Agent Desktop Users This means thatthe next time these Agent Desktop Users log on they will display this layout The users will not be able to modify the layout and if a user statistics window has been included it will only show statistics for the logged on user Assigned Layouts Acton Button Layout Click OK The assigned agent desktop user can now only use the assigned actions panel s Public action layouts allow you to save your action button layouts and have them assigned to agent desktop users Alternatively ordinary users can load a predefined public action layout if required Users can then load these public layouts by right clicking on an action panel This menu also allows an action panel to be named to something more relevant such as Sales Actions or for a new action panel to be created by selecting Create New Page l Rename Fage Create New Fage J x Load Public Page Chapter10 15 MyCalls Desktop How To Load a public action panel page into the current action panel Right click on the actions panel tab Select Load Public Page Load Action Button Page Load Action Button Page You may replace all the action buttons in your selected page with those in the selected saved page Note that this change is permanent Layout Name Page Name Design Actions Reception 1 Actions
94. you with a means of detecting toll fraud There are numerous forms of toll fraud Some of the most common forms of toll fraud include e Hackers calling in on one trunk and accessing an outside phone line e Excessive personal long distance calls made by employees e Real Time here and now view of the use of the telephone system and the activities of the Staff using it Billing Hotels can take full advantage of MyCalls billing features In this environment the call accounting system can cost the calls differently for guest and administrative telephone calls Staff Monitoring MyCalls can be used to aid motivation and help improve staff performance by providing an objective measurement rather than relying on subjective impressions There are many applications for MyCalls and these systems do more than just help a company manage their call costs MyCalls can be adapted to any business environment and the growing list of features is now allowing the application to integrate with many business activities beyond the traditional role of a call management system What do I need to configure first in the MyCalls application All organizations will need to initially configure Trunks For overall performance monitoring and call volume analysis Extensions To analyse individual staff call performance Extension groups To allow analysis by department Organisation To implement call recording rules and production of reports by
95. 0 0 0 0 00 0 00 0 00 00 00 00 00 00 00 00 00 00 0 00 Totals 0 0 0 00 00 00 00 00 00 00 00 00 0 00 List All Abandoned Calls Provides a list of 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 extension group or organization group Call Details List All Abandoned Calls Created On 18 11 2008 11 37 17 CoveringPeriod 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 Ring Time Call Cost Handling Total Time Of Call User Call Type Duration Th Caller Name Dialled Number Location Cost Cost Totals Calls Totals Calls Chapter 17 7 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
96. 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 17 6 Reporting Daily Summary of ACD Group performance Provides a summary of ACD 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 Summary of ACD Group Performance Created On 18 11 2008 11 36 21 Covering Period 18 11 2008 00 00 00 to 18 11 2008 23 59 59 Report Filtered To 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 Intraflow or Incoming Internal Overflow or Network Incoming or Intercom or Intercom Conference or Intercom Abandoned or Intercom Transferred or Intercom Divert or Intercom Page or Intercom Park or Intercom Consultation Show summaries forthe device type Pilot Number Transferred calls are being reported as a multiple calls Group Inc Abd Inc Ow Ring lt 5 s Ring lt 10 s Ring gt 10 s Ans 80 of calls Avg inc Ring Avg Inc Call Grade of Service Head Office AllACD Queues 01 Sales 0 0 0 0 00 0 00 0 00 00 00 00 00 00 00 00 00 00 0 00 02 Returns
97. 00 00 0 0 1 0 00 0 00 0 00 2670 0 0 0 0 00 00 00 00 00 00 00 00 00 00 00 00 0 0 0 0 00 0 00 0 00 Totals 0 4 0 0 0 0 1 0 00 0 00 0 00 E COMMERCE 2678 3 1 18 1 00 06 51 00 04 46 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 call 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 17 26 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 Fixe
98. 10 2008 00 00 00 to 24 10 2008 23 59 59 Report Filtered To Only include CPEs taurus CPE Date Category Action Result Description Who Taurus Taurus 24 10 2008 09 48 13 Application Stop Success Call Processor SYSTEM Chapter 17 23 Reporting 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 CoveringPerod Since 01 06 2006 00 00 00 PEX Date Number Name Head Office DID Newer 0514 DDI 514 Never 0576 DOI 576 Never 0588 DDI 568 Chapter 17 24 Usage Reports Reporting Detail and Summary reports Call detail and Group summary reports produce individual detailed statistics or cumulative statistics for calls over a 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 Time Of Call 2471 01 05 2008 07 04 37 01 05 2006 07 20 31 01 05 2008 09 14 06 01 05 2006 09 15 59 01 05 2008 09 15 11 User None None None None None Out Out Abd Out Abd Total Duration 00 00 10 00 02 14 00 00 03 00 00 00 Heathrow Dep Group Summary reports show cumulative information on device groups or user groups by call type and filtered as required Group Summary Created On Covering Pernod Report Filtered
99. 2 Call Recording The prefix will now be pre pended to the filename whenever a call recording file is exported Default Filename Prefix Date _ Time _ Number _ User _XPBX Enable Transfer Leg Navigation This option enables the ability to display the identification 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 Trunk Licensing Remaining Licenses Trunk Type Call Recorder Licensed 001 D
100. 2008 17 00 00 06 08 2008 12 00 00 21 06 08 2008 11 53 58 11 08 2008 10 00 00 11 08 2008 11 00 00 22 11 08 2008 10 34 59 11 08 2008 12 00 00 11 08 2008 13 00 00 24 11 08 2008 12 21 56 So far we have been able to develop a picture of Peak call times Trunk usage and capacity Busiest days and periods of the day In addition we have figures for number of calls received and abandoned Chapter 1 8 Welcome to MyCalls The Call comparison over the same interval report allows us to compare different types of calls Let s take a look at how the abandoned calls compare with the incoming calls overall Abandoned calls Sunday Saturday Friday Thursday m Abandoned calls Wednesday Tuesday Monday 800 Even from this basic data we can get a more detailed picture of events An obvious observation would be that Saturday shows a high rate of abandonment whereas the call volume is one of the lowest If we compare the two sets of data showing the values as a percentage of the total respective calls calls each day as a percentage of total calls for the week the comparison becomes clearer still We can see for instance that Saturday has a high proportion of abandoned calls compared with the call volume for that day E Calls E Abd The reasons for this may be due to lots of factors but you can see that with this relatively basic information from a few simple reports we can begin to make predicti
101. 2008 AAI Mis np Sa oy oer at a_i vee Disesevecacsssereeysennsetsvaytensenuarsatentseandpevacsvenenssuatentasyesseenuansssnsnenssansnensedy s s ENA TE T F TLL 11 11 2008 16 03 Chapter 7 19 Call Recording 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 Recording PBXs E Head Office Agent Control 4 3 Call Control 4 S Devices Groups 2 Select the Edit Call Recorder Configuration 3 The Edit Call recorders window will be displayed Installed Call Recorders Exported Call Recording Files Default Filename Pretiz Daez Times Numbers 2U sere Default Format Microsoft WAN Add call recorder Delete call recorder E Enable Transfer Leg Navigation Trunk Licensing Remaining Licenses Trunk Type Call Recorder Licensed 002 Digital Lab ailai O03 Digital Lab oo4 Digital Lab O0
102. 28 11666 25 98333 Chapter 18 7 4 DQ ics tip When upgrading the system to a different version any changes you make to the area codes will need to be re imported Chapter 18 8 Importing Data Into MyCalls Chapter 1 9 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 Pilot numbers 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 201 Alan 202 Debbie 203 Frank 204 Norma 205 Clive 206 Joe 207 Derek 208 Tony 209 Simon wo coon Om UW kh WwW NHN ee Chapter 19 1 Importing Data Into MyCalls 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 How to Import a set of Extensions Generate the CSV file See f
103. 6 Digital Lab O06 Digital Lab Ou Dunital Lah Analog IF 0 JAAHA The Call recorder configuration screen allows the setting up of call recorder units Licensing of Trunks and the editing of call recorder settings and recording rules Chapter 7 20 Call Recording How To Add Call Recorders to the MyCalls Configuration 1 To add anew call recorder click the Add Call Recorder button The window below will appear Call Recorder Configuration EAX _ Specify the Call Recorder Type Before the configuration for a call recorder can take place the type of call recorder needs to be specified Name Call Recorder Type Retell x None Go AlFe ooo o edea 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 Edit Main Office Edit 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 Recording Server Name Password callrecorder aa Recording Rules Playback Port Download Speed KBits sec 9200 50000 Archive Port a2 Trunk Mappings Trunk UnitID Port Channel Trunk Type 002 A 0 0 Digital Assign Clear os 1 0 0 Digital Assign Clear 004 ia 0 0 Digital Assign
104. Add or import a local number by clicking Import 6 Click OK Chapter 15 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 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 a Fixed Costs Handling Costs 48 Location Specific 5 PBXs Y Head Office Local Area Codes gt 8 Profit 8 Taxes 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 pr
105. Books a Personal Address Book Configuration An Address Book is a set of contacts that can be dialled or used in a Screen Pop search Tasks Edit yourPersonal Address Book Use the Address Book wizard to manage your Personal Address Book You will be able to create new contacts and delete existing contacts Import your Personal Contacts Use the Import Contacts wizard to import contacts from an extemal contact manager database From the import panel select the database to import using the drop down list Select Start and the import will commence Once complete click OK Configuring Address books using MyCalls Desktop The same operations can be carried out within MyCalls desktop by selecting the toolbar options Chapter12 5 Contacts and Address Books H G Options Select Personal address book gt Import Personal Address Book Edit Import Manual entry of contact data New entries can be added by selecting Add New Contact from the contact search bar Selecting this will display the Contact details dialogue Enter the contact details and click OK First Name Joo Last Name Address 1 Phone 2 Address Mobile City Fax County Email Zip Postal Code Email 2 Country United Kingdom a Managing System Contacts The operations described for personal address books and contacts apply equally to system contacts The only difference is that configuration and importing of system contacts can only
106. DID PBX Code Number Name Head Office 400 400 DID Group None B 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 Create Edit Account Codes How To Creating a single Account Code 1 From the MyCalls Telephone System Configuration screen click Account Codes 2 Click Create or Edit an Account Code The Edit Account Codes screen appears 3 Click Add New Account Code 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 Head Office Name Account Code Group None Chapter 8 16 Telephone System Configuration 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 Name Enter a name for your account code to identify its purpose If left blank the system will populate this field with the Number Account Code Group You can select an account code
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109. Excessive call costs being incurred There are many more available but ultimately this means that you can set up MyCalls to inform you when there is a problem and relieve managers of the need to continuously monitor the system themselves The next step Once you have your call data you will be able to see how various aspects of your organisation are performing and you can use this data to refine and reformulate your strategy and fine tune up your operating parameters The first thing then is to measure your call volumes and see how well you are handling your calls Chapter 1 5 Welcome to MyCalls Measuring current call volumes When you first install MyCalls you will want to be able to use the data gathered to help quantify your current call volumes Fortunately you do not need to do anything special to enable you to run meaningful reports The following examples refer to running of reports and display of real time statistics screens The details of how these reports and screens are configured are covered in the relevant sections but this detailed knowledge is not required in order to follow these examples To make a useful forecast of call volumes you will need to know Total number of calls in a given period say 1 month This can be derived from a summary of all calls report If we run the report for incoming calls on all trunks and ensure that any transferred calls are consolidated into single calls we can see the total number of
110. Font Cancel 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 specify the DSN name you have created as the connection string as follows DSN DSN NAME Chapter 6 22 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 sheet1 Where sheet1 is the name of the particular spreadsheet within the excel file Real Time External Data Configuration 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 AML File Data Source 5 Single Value Gnd Database Database Type Refresh Time 5 ODBC l 60 5 Connecton String DSN Sales_ Sample Test SOL Statement Title Operator Data Font Header Font Cancel Using an XML file for your data If you are going to use an XML file as a source of data for your e
111. Hone E nce Tir 00 00 12 00 00 12 7 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 Play List Sound Cips Note Audit 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 Mumber User Abbr Duration F 1170172011 12 54 001 007 200 200 01606643101 Hone gt Ine Tre 00 00 15 Date T ime From Devic
112. ID entered at an extension by the user 6 User Assign a user to a User Login ID to enhance reporting so you can run reports on the user no matter what extension they are logged in at To select a user click the Select button to the right of the user field The Select User screen will appear Type part of a user name here Selected user 7 You can search for a user using the left field As you type in a name relevant matches will appear in the box below Once you have found your user select them in this box and click the Select button They will appear in the Selected User field If you wish to remove a selected user then Press the Clear button When finished press OK to complete your selection 8 Click OK Chapter 8 21 Telephone System Configuration How To Creating a range of User Logins 1 From the MyCalls Telephone System Configuration screen click User Logins Pin Codes 2 Click Create a Range of User Logins in the User Login configuration area 3 Inthe dialog 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 Logins Head Office 1 Start Login Number Number of Logins Enter here the number of User Logins you wish to create in the range You can use the arrow buttons to the right of the field to either increment or decrement the value using your mou
113. Manage Communications MyCalls End User Manual nd p iu uy i Dee Ai l Man Hut Manage Communications Measure Effectiveness Improve Service Control Costs MYCALLS MYCALLS CALL MANAGER MYCALLS CALL CENTRE For NEC SV8100 Aspire and XN120 PBX systems and MyCalls version 3 0 0 0 MyCalls End User Manual 1 MyCalls End User Manual 2 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 2011 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 It illustrates the use of t
114. Minimum calls per hour Maximum calls per hour Trunk Group A j j j anit on io AH Analog runks V Include Extension groups Minimum calls per hour Maximum calls per hour Extension Group 0 z 0 z Admin o Yv Include DID groups Minimum calls per hour Maximum calls per hour DID Group _ mm mm f AJ f ii S J _ iS Emergency Alarms Emergency alarms are triggered whenever a call is made to an emergency number Emergency Numbers 8888 i mnM REZA Emergency Number 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 pilot numbers and users One alarm can be set to be active on all groups a specified group or all except a specified group Chapter 14 7 Alarms 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 t
115. MyCalls Extension Selection Head Office 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 dialog Chapter10 2 MyCalls Desktop Name Group Path Password vor 155825 Enable for Hot Desking Enable Real Time Statistics Notes Extensions can be enabled for hot desking in the extensions configuration dialog Drag a column header here to group by that column s Eddie car sales For more details on extension configuration see the device configuration section Chapter10 3 MyCalls Desktop MyCalls Call Control Toolbar The Call Control Toolbar is displayed as a separate screen element which can if required be docked into the main MyCalls application From this toolbar you can manage the call control features such as dialling answering transfers etc as well as basic call control and screen pop configuration The toolbar can be made visible from the View menu within MyCalls View Reports System User Help fal Real Time Information Call Records Window Unreturned Calls Window Alarms Window Audit Log Window Main Toolbar Grid Bar Status Bar Always On Top Agent Desktop only How To Dock the toolbar Click on the MyCalls Control Toolbar Drag over the MyCalls Application Release the
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117. 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 ACD and 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 8 29 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 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
118. Once added to a group then permissions can be set as follows Pop Contact Brings up the Client application screen if a contact is found rather than the built in contact viewer Use Built in Viewer Use the internal screen pop viewer or only pop the screen pop client application Auto Close Close the viewer automatically once the call has completed Chapter11 10 Screen Pop Edit ScreenPop Database Group Edit the ScreenPop Database Group The Screen Pop Databases are searched in the order they are shown here The order can be changed by selecting a database and clicking the Move Up and Mowe Down buttons Once a database has been selected the appropriate Search and pop actions can be set Group Name Eysoutlook_arp Available Databases Selected Databases Selected Database Move Up W Search Incoming Search on Ring Move Down Search on Connect Mf Search Outgoing Pop Contact W Use Built In Viewer Auto Close Viewer p Screen Pop Database group configuration dialog a Goes Several databases can be assigned to a single screen pop database group and their collective behaviours can be defined on the same configuration screen This allows definition of the search order of the databases within a group and their pop behaviour Once you have defined the screen pop database groups then you can users to these groups using the screen pop database assignment configuration screen Configuration of screen pop
119. P IP Trunks Order Report Output By All Trunks Interval Include Deleted Trunk Groups Maximum Trunks Average Trunks Total Duration Utilisation Chapter 17 35 Trunk Utilisation Created On Covering Period 24 10 2008 11 46 04 01 08 2008 00 00 00 to 10 06 2006 23 59 59 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 o2 08 2008 00 00 00 20 01 08 2008 15 08 06 70 35 40 3 00 02 06 2008 00 00 00 03 08 2008 00 00 00 13 02 08 2008 10 22 24 34 55 05 1 00 03 06 2008 00 00 00 04 08 2008 00 00 00 4 03 08 2008 10 02 03 06 19 47 0 00 04 08 2008 00 00 00 05 08 2008 00 00 00 26 0408 2008 10 29 30 101 386 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 06 2008 00 00 00 21 06 08 2008 11 53 58 83 11 43 400 07 08 2008 00 00 00 8 08 2008 00 00 00 19 07 08 2008 15 21 51 14 71 12 3 00 08 08 2008 00 00 00 9 08 2008 00 00 00 20 06 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 a 10 06 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 number
120. 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 layout 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 4 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 You can view your scr
121. Performanc List All Abandoned Calls Chapter 17 47 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 17 48 System Utilities Chapter 1 3 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 Import a 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 Bill Re Cost Calls Import File ff 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 scheduled to eliminate problems if your system fails b WB Chapter 18 1 System Utilities How To Automatic Backup 1 Click System 2 Select Automatic Backup Backup Time fie 00 00 V Backup Configuration Preserve backups for day s F Backup Calls Preserve backups for 1 day s OK
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123. 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 respective groups Chapter 8 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 5 PBXs 5 6 Head Office Call Recording Agent Control Call Control 5 Devices ls Account Codes U DIDs E G Pilot Numbers oT Trunks 3 amp User Logins PIN Code 2 Select the number of devices to create 3 Enter the start value for the device number e g create 100
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125. To Creating a single Trunk 1 From the MyCalls Telephone System Configuration screen click Trunks PBXs El Head Office Call Recording E Agent Control Call Control Devices 8f Account Codes i DIDs E Extensions Q Pilot Numbers PT Trunks i eS User Logins PIN Codes Chapter 8 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 i Trunk Group Alternate Carrier None None v Number Enter here the trunk number you wish to create This must be a valid trunk configured on your telephone system Name Enter a name for your trunk to identify its use If left blank the system will populate this field with the number 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 Type Select a trunk type from the drop down menu Alternate Carrier An alternate carrier can be assigned to a trunk This means that calls made on this trunk can have different costings applied to the standard one 10 Click OK Creating a range of Trunk
126. Tools to help yOu layout your PABeES ccccescccsscccesscecenececesececescecesceceeceseeceeeeessencessuncessueceneness 11 PIO CO E ETA E E E E E A A E E A 1 Rear Time SAS oE EE E A E E E EEO E 1 Wnat are Real Time WINGOWS sacecach scat sas caccsomachsbosnanecece cesdhonnsicustnamna vee acnecdeaadhashcbenaseedncuncubaleseceveenshesee 1 SMS SS E eects ee AEE EE cues partes cnasensvee EE A 1 OS a A E E E A E N O sane T E O 1 How To Accessing Real Time WiINGOWS ccccsssccceseceeenececenecceeseeceesceceeceseeceeeneeseeseeseeeceseeceseneeees 1 Real Time Status WINdOWS nesciis EEE Ei 2 Real Time Status Parameters aeii e a OE AE 2 User Extension Status VIEWS ssssessseseseseressserssserossscreeserossscesererosssereserosssroreserosseroreserosseroreseresses 5 Detail Summary and Overview VIEWS ccescccssscccesecccesececeneceeeneeceenceseueceseeceseneeseeseeseenceseueceteneeees 5 Creating User Status VC WS vacates scarneacoe cteccc conte vse cane snesaneegataiueoaceuataccennnennenanenese aieoneeantacna T E 6 How to Creating a new User Status VIEW ccceccssccsccseccsccsecescceeccscceecesceeecseceeeceseeeeceeceeeesseeeeenseees 6 Queue Status dno Queue eroun status nercremiineieas cinin eyn i ai deann hi ai 7 UTS SIG R E T E E E E E E N A E 7 How To Configure a DID queue status WwWINdOW sssssssssesessrrsssreresrreessreresrrereserresererssrereserersseerese 8 dacu Gr OUD Si COS A E E E meeantacnatacerens 9 How to Cre
127. Using the Call Playback Interface accasivvacsscssactssconveesadsnnedsasivascasndbavvcndbeveasadeeaed anduuhencenteaeidedeueaasetasnes devas 5 HOW TO Select and Playpack a Call siccscsaiccitssccsstiedsatevssanacsnanceiicacoaaanciasideduaniensieiesialedennnesenesiadeamess 5 E UN IVE peers essences E E A E E E N E E 7 Fone CO EUr IUO o a E E E nae coeect cats 8 CUPO DCK ce EEE E E EA TEE TENE OO EE E A E NE 8 Call Player Wy AS VOI cesses cosets sereseeec capone annus cedenasucnnsevadseeowneianaeacenconiaeee deedinngaen E E 9 How To Make a Selection in the waveform window ssssseeccccccceeeesseecccccssauaesseeececeessaaaaeeeeeeees 9 MyCalls Advanced Call Management System Creating a sound clip Enhanced player only cc ccseccccssseccceeseccceeecceeeeseceseeeceesegeceeseusecessenecss 10 HowTo Crete a new Ound CIN oreen T esc chotaaeentveevencstece 10 EY UU AUNO en EE E E EEE E EE 11 PAYDA CONU Ol ana E E EE T EEE antes vacsuasneaenes 14 Call Player Management Pale lxccicsccsaniesacacosaanctaaidedancansaceiacsannsaraiensssacssntarenieacqeansebiaicoananetaniinaweens 15 FU WSIS eiaa eie E E E A E A E E 15 VUNG CIID aiia e E E E E ah nein ees 16 HOW TO EGIL Sound Clip Detali esrin rnEeE E E NEE ENERE 16 NOTO E A E E sec sanesee eee 17 PONS aa A E E T E E E 17 PACINO AN ONO ae a E E E E E E 17 Finding Recorded Calls ies eects ete te tes EEE 18 TN SS AN a saree cesar get ce seine eases NAT sie wa sc enn sates somes een E EE T 18 R
128. View or select Calls from the toolbar at the bottom left side of the screen Chapter 7 5 Call Recording 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 to play the call 21 12 2010 11 32 300 Joe 001 001 21 12 2010 10 50 001 001 21 12 2010 10 10 001 001 A lt i 21 12 2010 11 32 300 Joe 001 001 lt 21 12 2010 11 31 300 Joe 001 001 i 21 12 2010 11 19 300 Joe 001 001 4 is Call Player invoCall How can help Begin End ie lt a gt ca 00 00 00 000 00 00 00 000 Play selected range sound clip Ey Lal F Auto move to next call 4 7 Play List Sound Clips Note Audit Column Chooser Drag a column header here to group by that column Date Time From Device To Device Number Abbr Duration 21 12 2010 13 37 001 001 301 Mike 01154960137 E Inc 00 00 54 21 12 2010 10 50 001 001 301 Mike 01154960137 E Inc 00 02 42 21 12 2010 13 39 001 001 01154961412 E Inc Abd 00 00 00 01164960396 Out 00 00 08 21 12 2010 11 32 300 Joe 001 001 21 12 2010 11 32 300 Joe 00 01 22 00 02 48 4 After you have dou
129. View Reports System User Help fl Real Time Information L4 Call Records Window Unreturned Calls Window B Alarms Window J v Audit Log Window Main Toolbar Grid Bar Status Bar 2 Always On Top Agent Desktop only 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 id oF th n apl a Extensionstats i The Grid bar at the bottom of the screen i gt Alarms J Calls 2 Unreturned Calls i Audit Log The Status window found at the bottom of the screen Chapter 3 6 MyCalls User Environment Licensed to User Kelmar T ompany Kelmar Expires on 31 12 2106 IIL adin User Tom Bru Grid views Today we 05 01 2011 00 00 05 01 2011 23 59 a ee ee sc ot Column Chooser Date Time From Device To Device Humber User Location 12 01 2011 10 45 001 00 2050205 01606647101 AO None Northwich o y 12 01 2011 10 17 001 1001 2051205 D6O6647101 4205 None Noth n 12 01 2011 10 17 001 1001 205 205 D6O6647101 4205 None Nth J 12 0 2011 1016 0011001 205 205 01606643101 None Northwich ects sonsensissenensenausanenssnonsecentsnensseansasensenonsensertcenstnanseenssnensenenecsensttanearsnecsonacssuecsenartanscrsnessouacsenecrensttanectenccsonacssecrenartansarenecsonscsenecrssontenenttnenstnausacenssnonsesentsnessrnansaensenontenenttnenstnansanenssnonsssentsness sanssnensssonaesenecsensrsecesteneeso
130. X 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 Hourly Cost 400 400 0 00 401 401 0 00 001 001 0 00 3343 3343 0 00 Chapter 15 10 Call Costing 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 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 Click OK Editing Pilot Number Handling Costs Pilot number handling costs are used to specify pro rata hourly rates that will be ap
131. _ Time _ Mumber _ User Default Format Microsoft WAW Add call recorder Delete call recorder E Enable Transter Leg Navigation Trunk Licensing Remaining Licenses Trunk Type Call Recorder Licensed Digital 0 Ou Digital Lab O05 Digital Lab O04 Digital Lab O05 Digital Lab O06 Digital Lab on Dinital Analog IF 0 JAAA Chapter 7 3 Call Recording Recording Server Name Password as Recording Rules Playback Port Download Speed KBits sec 9800 S 50000 Archive Port 9802 Test Connection Trunk Mappings Trunk UnitiD Port Channel Trunk Type ox cma Ee ee MM 6 The Recording Rules dialog is displayed and you can define rules for enabling or disabling calls Extensions Selected Available Do not record the selected extensions Do not record the selected DIDs Only record the selected extensions Only record the selected DIDs Callers Trunks Selected Selected Available 002 e Jone gt 006 007 Do not record the selected callers Do not record the selected trunks Only record the selected callers Only record the selected trunks Users Call Types V Record Incoming Calls Selected Available eae V Record Outgoing Calls Ls fon Do not record the selected users Only record the selected users 7 Extensions DIDs Callers Trunks and Users can all be included or
132. ___ dq13 Directory Enquiries dq14 Directory Enquiries __ dq15 Directory Enquiries __ dq16 Directory Enquiries dq17 Directory Enquiries ___ dq18 Directory Enquiries l dq19 Directory Enquiries __ dq2 Directory Enquiries da20 Directory Enquiries 5 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 6 Click OK How To Edit Carrier Rates 1 Select the Costs option from the Configure menu or click the icon on the toolbar Chapter 15 22 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 Period Initial Cost Min Cost Thereafter Cost Thereafter Rate Thereafter Interval PEPEE ELLE ELLE LEAS c Calls to Daytime 0 0000 soro A 00 01 00 Edit c Callsto Evening 0 0000 0 0420 02W 00 01 00 Edit c Callsto Morning 0 0000 0 0420 0 0620 00 01 00 Edit c Callsto Weekend 0 0000 0 0420 0 0327 00 01 00 Edit d Calls to Daytime 0 000 00420 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
133. a given period and performance such as time to answer and service levels Agent control allows supervisors to manage which agents are logged on to which queues at any given time and allows the monitoring of call queues and agents in real time Real time status and statistics MyCalls provides a range of real time status screens which allow agents and supervisors to see what the current state of the phone system is This can tell you information such as who is currently busy Chapter 1 4 Welcome to MyCalls on calls how long calls have lasted who is logged on etc You can also see queue status for DIDs and ACD queues i e how many calls are in queue and longest wait in queue etc This kind of information gives an immediate snapshot of the system but for more meaningful information you will want to see statistics for the current hour or day or an hourly breakdown of the various performance parameters and call rates over the last 24 hour period This is provided by a variety of real time statistics screens which can take the form of single value windows showing for example the number of abandoned calls today or bar graph representations of the number of calls per hour These statistics can be viewed either as individual statistics such as a specific extension or can look at the statistics for one or several groups of devices users or queues Developing your strategy using Reporting Real time information is great for immediate
134. a recognisable name you can help others understand its meaning Unavailable Code groups are used to restrict the unavailable codes that users can emply during their course of work PBX Code Head Office Name Sales Supervisors Chapter 16 9 Agent Control 4 Click OK 5 The new group will be added to the Unavailable Code menu Ei Head Office oh Call Recording 5 Agent Control 3B Agent Control 5 87 Unavailable Code Groups 8 Sales Agents 4 acs i 6 Select the newly created group and select Edit Unavailable Code Group configuration 7 From the list of Unavailable Codes select the ones to include in your group by clicking the appropriate Included checkbox The codes selected will be the only codes a user allocated to this Unavailable Codes group can choose from Code a Name Short Name Included Refreshment RT aa ae aa a E E O cee ae a tea i rua er E gt T E ee D ae o7 Fax Handling FH Web Handling Moo 8 Click OK Creating Agent Control Groups Associating users with ACD queues is accomplished via the Agent Control group configuration We create an Agent Control group to identify a group of users and associate them with a set of ACD queues and Unavailable Code groups A given user can only be a member of one Agent Control group but that group can be associated with several ACD queues An ACD Queue can be included
135. a specified period Hunt Groups and ACD queues Depending on the type of calls or volume of calls you may need to implement call queuing You can use a queuing mechanism to attempt to keep callers on the line for longer using a mixture of tactics which include music on hold and injecting messages at regular intervals Call Routing can be implemented by the use of e Hunt Groups e ACD Hunt Groups Hunt groups are a rudimentary form of queuing where an incoming call is sent around a group of extensions Incoming calls are allowed to roll over to the next available extension until the call is answered The problem with hunt groups is that the logic is very simple and thus does not provide a particularly even distribution of calls across a group acD Automatic Call Distribution or ACD provides a number of queues programmed into the telephone system PBX When a call comes in via a DID Auto Attendant or Receptionist it can be routed to an ACD Queue also referred to as a Pilot number in MyCalls Logical rules for ACD routing attempt to ensure that agents are fed calls evenly in an attempt to spread the call load Chapter 1 16 Welcome to MyCalls Agent Control Agent control allows you to match your staff activities to the varying call volumes You can manage logging staff onto ACD queues and monitor queue call statistics in real time Agent Control can e Logon and off queues e Define which queues your staff can log onto e
136. acilities equipment and services in line with the income generated by their use Or can savings be obtained through more efficient use of these services MyCalls reports allows your business to determine the busiest hours and associated network usage This information is essential to ensuring that employees always have access to outbound lines and that customers can always reach support personnel Reduce costs Analyse costing of Calls and Staff Quantify Inter departmental calls mobile usage minimise fraudulent phone use Staff focus and motivation Generate and display real time statistics so your staff can see their progress throughout the day Real time notifications let staff know where problems lie For example calls taking too long Regular posted reports showing weekly league tables or positive results gained Complaints handling Call recording can help improve complaints handling by listening to calls and working out ways of dealing with awkward customers or feeding back problems to product designers and sales staff Call recording can be used to improve coaching and training of staff hold regular call reviews and pick out good and poor practices Develop a complaints handling procedure and ensure all staff are involved in developing this procedure based on real call experiences Completion codes can be used to categorise the status of a complaint once the call has finished These codes can be included in reports to analyse where
137. acubenn ate ceeses ancien ay cunuwias soneuuasanereasy sam mueeanaceiac con ennsadesegucenei tmaeaccusesoareane es 9 WISE Rea OKT ISIC os E E AE EE E E ET 9 E Eee giao EAEE E T E E E EE E N TETE E E T 9 System screen poOp ssssssssssssessessssrssesesrrssssesressssresesesrrsseseeresessresesesreseesesreseorrerosesrrseoseeresessreeeseereeee 9 POT SO ial a O DON e E S 9 AOT BOOK eon A E E E ee ee er 9 CHIDO E a A EE EE E E 1 Call S n E E 1 HF EPOGUCTION LOC aler eee a E E EE E R E E 1 FS NI AS CCE C NET ae ETE E AEE O AE 1 How To Creating a new Caller ccccccesccccsseccesscccesececeneceesneceeeneeceenceseneceseneceseueesseaeesseceseeceteneeees 1 How To Editing an existing Caller ssssensssenssensssresreresressrerssrrssrresrrresressreessrrosreeseeresereseeeserresreesse 2 DELNE CUCS oeei iarr E E A A E E A N A E 3 How To Delete a single or a range Of CallerS essusssssssseesesrresssreresrrerssreresrrereseeresererssrereserereseerese 3 oporne Cale S ae seat ara EATE E A E E 3 CEFO TOUD e EEE E E AE E AA EER 3 System and User defined groUpS sssssessssressrresesreresrrerssrrressreresrtreserenssrereserersseereserereseereserereseerene 4 How To Creating a new Caller group s sssssssessseesseresrerssressrrrsserssrerssressreesreesserosrerseersseresrersrreeseees 4 How To Editing Caller group configuration sssesessesssesesreresrrrsssreresrrerssreresrrrreseereserersseereserereseerese 4 How To Delete Caller group configu
138. ait 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 Chapter 14 5 Alarms Answering too late can mean that you do not have enough people to answer the phones and may risk calls being abandoned Overflowed Wait Time Alarm These Alarms can be set to trigger if the average overflow time for answered calls over the last hour was too low or too high Having too high an overflow wait time could mean that calls are being transferred between too many queues before being answered This may indicate that not enough people are answering the calls in the primary groups An alarm triggered on a low overflow wait time would not normally be used 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 p
139. allowed 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 application 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 VoIP 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 Agent Control Call control Account Codes Callers and Costing are also features that y
140. ally we could gather some basic marketing information by asking the customer where they heard about the company and add a third level code e g Newspaper advert Website etc The first two levels of completion code i e Category of goods and success of sale would be mandatory whereas the third level would be optional as not all customers would necessarily answer the question Entering the completion codes To make entry simple and foolproof the completion code entry dialog consists of a set of selectable items How To Set the completion codes for a call When a call is completed the Call Completion Code icon will become enabled in the Agent Control toolbar MyCalls Control Log In Completion Options Extn 205 Idle 00 00 10 E Click the Icon to display the completion code entry dialog Chapter 16 12 Agent Control Completion Codes Assign the Completion Codes for the displayed call Upto 3 Completion Codes can be assigned to this call A level 1 code is always compulsory level 2 and 3 codes are marked accordingly Call Type Incoming Time of Call Number 12 01 2017 16 55 20 01606643101 DID ACD Queue 205 Completion Codes Level 1 Computers Compulsory Level 2 Sale Completed Compulsory Level 3 Newspaper Advert Optional aceea Select the appropriate entry for each level from the drop down lists Click OK Once entered the completion codes will become visible in the call logs although this
141. alue 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 15 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 2 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 Click Extension Type Costs 4 Click Edit Fixed Extension Type Costs Type Cost Cost Period Cordless Phone 0 00 Hourly Digital Desk Phone IP Desk Phone 0 00 Non PBX Phone 0 00 Operator Console 0 00 Monthly Quarterly Unassigned 0 00 3 g ie Yearly 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 Attendant Cordless Phones Digital Desk Phones IP Desk Phones Non PBX Phones Operator Consoles Voicemail and Unassigned e
142. ame Full Name Business Company Name Business Company Address City Business Company Address Country Business Company Address County Business Company Address Line 1 Business Company Address ip Business Company Home Page Business Email Address Business Email Address 2 Custom Field Label Database Field First Name Last Name Full Name Company Name Business Address City Business Address Country Business Address State Business Address Street Business Address Postal Not Mapped Email 1 Address The assigned field will appear in the Database Field list alongside the Contact field to which it has been assigned Contact data refers to the local Contact viewer field and the Database Field refers to the raw database field found in the CRM or contact manager application Any field marked as not mapped will not appear in the screen pop viewer Assigned Contact Manager Fields Contact Data Business Company Name Business Company Address City Business Company Address Country Business Company Address County Business Company Address Line 1 Business Company Address ip Business Company Home Page Business Email Address Business Email Address 2 Database Field Company Name Business Address City Business Address Country Business Address State Business Address Street Business Address Postal Not Mapped Email 1 Address Not Mapped Selecting the assigned field in the assigned field list and clicking th
143. an extension is accomplished via the login pin code configuration which is also covered in the Device Configuration section in this manual Creating ACD queues using Pilot numbers Within MyCalls Pilot numbers and ACD queues are effectively synonymous In order to define an ACD queue we create a Pilot number and assign it a type of ACD Queue The screenshot here shows 2 queues have been created sales and returns Edit Pilot Numbers a ies Edit the Pilot Numbers The type and user group of multiple pilot numbers can be changed by clicking the right mouse button and copying then selecting and pasting onto the other pilot numbers To edit an individual pilot number click the edit button for that pilot number Drag a column header here to group by that column Number Name Type Group Enable Statistics i ACD Queue Edit 02 Returns ACD Queue None Edit Unavailable Code configuration There are two areas where Unavailable codes are configured Firstly you need to define the Unavailable Codes In order to use these codes you will need to define sets of Unavailable Codes which can be applied to different groups of ACD users Chapter 16 7 Agent Control How To Creating Editing Unavailable Codes 1 Select Configure gt Telephone System gt Unavailable codes from the menu ot Ss Trunks 3 From the list of codes click Edit Or click Add a new Unavailable Code 4 Inthe dial
144. 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 The actual report templates are as follows Availability e Unavailable codes Chapter 17 1 Reporting e User availability Performance e Grade of service e Response times System 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 i EL 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 Chapter 17 2 Reporting How To Run a Report Template immediately 1 You can do this by clicking the Configure and Run Now link in the r
145. anism at each stage of the call logging process thus minimising potential for loss of calls even in the event of system hardware failure Display The comprehensive real time status and statistical windows available coupled with the ability to organise the screen displays into easily accessible screen pages gives you a convenient and very responsive view of the telephone system You can allocate roles to agents which can limit the screens available to them and allows you to assign unchangeable layouts to users if required Call Recording Line side call recording offers economical recording of all calls across an organisation Recording is automatic and MyCalls matching algorithms are designed to provide maximum reliability whilst maintaining a flexible mechanism for applying recording rules to suit any organisation Billing A comprehensive call costing system allows complete billing of all call and associated handling costs to be configured The billing system can operate worldwide and can handle most call types and costing scenarios Alarms MyCalls alarms manages the system so you don t have to It provides a huge range of alarm mechanisms for capturing and notifying almost any condition occurring within the system This can include call durations service levels toll fraud system failures and ACD events to name only a few Chapter 2 1 The MyCalls Software Suite Alarms can provide a real time notification or can be distri
146. ant to configure the rules for Fixed Costs Handling Costs 8 User Costs 3 6 PBXs g Head Office F Extension Costs Account Code Costs DID Costs 8 Pilot Number Costs Location Specific Camiers 3 Click the Handling Rules option 4 Click Edit User Handling Rules Apply handling costs to answered calls V 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 15 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 Number Name Type Group Hourly Cost 208 208 Unassigned None 5 50 235 Reception Digital Desk Phone Sales 7 50 236 236 Unassigned None 8 40 237 237 Unassigned None 8 40 00 Mark
147. aper Advert e Sale Completed Promotion P Sale Refused TY Advert bly Web Page Garden Tools Word OF Mouth Mowers Televisions Import Codes Import Codes Import Cades Delete Codes Delete Codes Delete Codes OF Cancel Click OK The completion codes created in the previous step are a complete list of all possible codes but not all agents want to select a code from a long list of codes The agents need a short list of codes applicable to their department of job function To accomplish this we need to create sets of completion codes which can then be assigned to agents To do this we create completion code groups Chapter 16 14 Agent Control How To Creating a completion code group From the Agent control configuration menu select Completion code group Bp Configure Telephone Syster Head Office 42 Call Recording I bi Agent Contral be iA Agent Control Bf Unavailable Codes i ge Unavailable Code Groups Completion Codes HA B Completion Code Groups 4 1 Devices E Groups Click Create a new completion code group Select the PBX if required and enter a name for the group and click OK Select the newly created group from the left hand menu For each level select the required completion codes appropriate to the group 0 a Edit Group Membership Edit the Group Membership Check the completion codes that should be members of each level ofthis group Level 1 codes must always be
148. apter 8 22 Telephone System Configuration 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 Analogue Digital Desk etc Pilot numbers ACD queues Hunt Groups and Trunks Having predefined groups for these devices is a convenience but normally you will expect to create your own user defined groups A device can only be in one user defined group but will be a member of several system groups System groups A system group is a group of devices defined by their type rather than being assigned to a specific user defined group Extension type groups Analogue phone All phones of an analogue nature Analogue user phone Analogue system phones Announcement port Extensions used to play messages Announcement port Auto attendant Automatically answer calls Auto Attendant Cordless phones Not fixed in a specific location Cordless phones Desk Phones Phones fixed to a desk Analogue Desk phone Digital Desk phone IP Desk phone Digital Phones Phones
149. ar 2 Expand the Carriers option and select the Carrier Rates option under the carrier you want to configure the settings for 3 Click Add or Edit Carrier Rates Name Period Initial Cost Min Cost Thereafter Cost Thereafter Rate Thereafter Interval c Callsto Daytime 0 0000 0 0420 0 1070 00 01 00 lc Calls to Evening 0 0000 0 0420 0 0620 00 01 00 c Calls to Morning 0 0000 0 0420 0 0620 00 01 00 Ic Callsto Weekend 0 0000 0 0420 0 0327 00 01 00 d Calls to Daytime 0 0000 0 0420 0 1422 00 01 00 Id Calls to Evening 0 0000 0 0420 0 0838 00 01 00 d Calls to Morning 0 0000 0 0420 0 0838 00 01 00 d Calls to Weekend 0 0000 0 0420 0 0838 00 01 00 dnt Nirart Disitime f onnn NANAMN N2129 0 01 00 4 To add click Add and enter a name for the carrier rate fal 5 To Import click Import and select the file you wish to import 6 Click OK Chapter 15 21 Call Costing How To Delete a Carrier Rate 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 Select the Carrier Rates option under the carrier you want to configure the settings for Click Delete Carrier Rates Name d Calls to Personal Numbering Services dq1 Directory Enquiries dq10 Directory Enquiries __ dq12 Directory Enquiries
150. ars 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 aop Fic aE aop User Role rganisation Office admin ice admin M Aik Deion Unies 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 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
151. ase 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 20 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 Available 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 f
152. asic User Hot Desking true false Extension Hot Desking true false User Type 0 User 1 Supervisor 2 PBX Admin 4 Agent Desktop 5 ACD Supervisor All fields must be present but can be blank The Users loaded can then be edited or deleted if necessary before they are imported into the configuration Filename FEX that users logon to C Program Files NEC Infrontia MyCalls Import Head Office First line contains column headers Users to import Group Name Password User Type Job Title Organisation Sales nternal Sales Mark Fields Wys 50C Supervisor Team Leader Organisation Sales Internal Sales Sam Cooper Leo U4 User Tele Sales Organisation Simon Ponting l8 GbFe FEX Admin Managing Direct Organisation Sales Tina Smith T FgesVV2 User inal Sales Assistant 3 Specify the file to import load and import the users in the same way you load devices see previous section 4 Edit the values if required and click OK 5 The data will be imported into MyCalls Example Flles 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 19 5 Importing Data Into MyCalls Chapter 19 1 Acronyms amp Glossary Chapter 2 O Acronyms amp Glossary Acronyms ACD Automatic Call Distributor ACW _ After Call Work AHT Average Handling Time ANI Automatic Number Identification also called caller
153. ate queue group status for DID SrOUDS ssssssssresssressrrrrssrrresrrrssrrereserersseereserereseeee 10 NEWS TONES e SAE A S A T ene eeasteas 10 How To Create a trunk status vieW sssssssssssseressssrrrsssserressssereessserressseereessserressseeresssereressseeeee 11 ANDO A E E E E E E A EE E E E 1 Real TIME TINS CSa E E 1 Real Time Statistics WiNdOWS ssssssssssssseesssserrsssssrressssreresssreressssrrresssrrressserreesssrereesseereesseereesseeeeeese 1 Statistical periods and calculations sesseesensssensseesseessrerssrrssrersrrresresseressressrerseerssreesrersrerssrresrerseereseee 1 Types of Real Time Statistics WINdOW cccccccssseccccseccecessccccaesececaesececeeuecceseeecessunecessenecceseusesetseneees 1 ONG View Statistics WINOOWS serapi a E E E O 2 Daily Hourly Single Value WINDOWS ssssssssssssesssssssrrrrrrrrrrrrrrrenssssssrrrrrttttrrrrereunsssssrerrrttrrrrreeeeesesesens 2 ng MyCalls Advanced Call Management System Unreturned calls real time WINGOWG cssssccccccssssecccsseseccccssessecceessauseceeeseeuseeeesseuseeeeeeseuseeeeeseas 4 How To Create an unreturned calls real time WINKOW ssssecccccseseeceeesaeeseceeeeaeeeeceeeeaeeeeeeeeeas 4 OT MOINAUION VAG WIG OWS aara ancassecsien E E E E E 6 Manipulating the Graphical displays cccccssscccssececesececesecceesecceeceseececeneceseneeeeeceseeeceseneeeteneeees 7 How TO Manipulate the 2a 0 socccccsccacsadccersicc
154. ation 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 6 Click OK Chapter 15 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 2 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 defined device type as set through the telephone configuration or auto learned from the PBX You can select one of the additional cos
155. atistic that is calculated in real time as each call is processed These values can either be displayed as a current 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 pilot number groups and trunk groups fiat Real Time Status al Real Time Statistics fea Single Value S S Account Code Groups fl Call Rate S E Performance ffl Avg Incoming Call Wait Time ffl Avg Abandoned Call Wait Time offal Avg Incoming Call Call Time faa Avg Outgoing Call Call Time faa Avg intemal Call Call Time faa No of Long Waiting Incoming C ffl No of Long Waiting Abandoned faa No of Long Incoming Calls ffl No of Long Intemal Calls fl Avg General Service Level faa Avg Abandoned Service Level fal Service Level ffl Abandoned Calls Service Level DID Groups Chapter 6 14 Real Time Statistics Single Value windows quick reference table Account DID Groups Extension Organisation Pilot Code Number Groups _ pf a o Overflow a ine Call Wait Time Avg Incoming Call Call Time Avg Overflow Call Wait Time Avg Overflow Call Call Time Avg Outgoing Call Call Time Chapter 6 15 Real Time Statistics Trunk Groups Account Code Groups DID Gr
156. atory fields for successful setup whilst others are optional inputs PBX Code Number of DIDs Head Office 1 gt Start DID Number DID Group None 7 4 Number of DIDs Enter here the number of DIDs you wish to create in the range 5 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 6 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 groups 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 Chapter 8 15 Telephone System Configuration How To Editing existing DIDs From the MyCalls Telephone System Configuration screen click DIDs Click Create or Edit a DID in the DID configuration area The Edit DID screen will appear In the dialog box that appears click the Edit button to the right of the DID you want to edit 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
157. 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 05 7 01 2011 O0 00 a ee Drag a column header here to group by that column Date Time From Device To Device Humber WO 4140172011 13 54 001 007 205 205 01606643101 05 01 7 2011 sap e TEE E E TETTETETT 11701 2011 13 53 001 001 205 205 01606643101 r E N20 1352 Peti RAR pars E peer a AARRE os r PE A a E e PEPETETE aa a k ae 01606643101 meee Wis oe woos so E E E E E 01606643101 naea aeaaeae eeano na Saas Saas aa aaeanoa aaeeea asada isaac anaana enana aene aaa aaa aaae aeaaeae CEN O N F Te N o T E S NS DS O T n ee ee ee E 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 7 18 Call Recording 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 20 10 2008 00 00 mE Ee le Drag a column header here to group by that column 11 11
158. ave selected The DID and Pilot Number status may not be available on your telephone system Check with your maintainer for details PBX DID Head Office DEC Show Detailed Show Overview Show Summary Use Short Names Edit Title Font Edit Status Font Visibility 7 Show Title Show Calls In Queue Label J Show Caller V Show Calls In Queue Value V Show Trunk Show Longest Wait Label Show Usage V Show Longest Wait Value 5 If your MyCalls configuration is using more than one PBX then you can select between configured PBXs using the PBX drop down list 6 Select a DID available from the DID drop down list 7 You can change the style of the title font for the window by pressing the Edit Title Font button Chapter 5 8 Real Time Status and configuring the various style options 8 Inthe visibility area of the configuration screen there are a number of options that can change the view of your queue status window 9 To enable any of them just click the box to the left of the option and ensure there is a tick in the box 10 To disable an option just remove the tick 11 Show Title If enabled this will display in the window the device type and the device name 12 Show Caller If enabled this option will display in the window the CLI of the next caller in the queue 13 Show Trunk If enabled this will display in the window the trunk or line the next incoming queued call is being received from 14 Show Calls
159. ay call information Real Time Status Windows Real Time Statistics Windows Single Value windows and Combination Value Windows How To Accessing Real Time windows To access real time windows 1 Onthe main MyCalls screen click View gt Real time information 2 This presents you with the following menu Chapter 5 1 Real Time Status m Configure Real Time Parameter Windows a Real Time Statistics l Single Value Combination Values Sal Miscellaneous 3 From this menu you can select the type of window you wish to view Real Time Status Windows A real time status window is one that displays a value that is derived from changes in state from the phone system Configuring a Real Time Status window enables you to see immediate response to events which are occurring now for example off hook ringing and on hold conditions These windows can be configured to show information relating to Users Extensions DIDs Pilot numbers trunks and Trunk groups Users extensions and trunks can give us device status information i e what state are they in at this moment DIDs Pilot Numbers and Trunk Groups represent queues of calls related to a particular DID Pilot or Trunk group so the real time status associated with these items relates to the current number of calls waiting to be answered i e Calls in Queue CIQ A DID queue relates to the calls currently waiting which dialled that DID number A Pilot queue r
160. bd Gos 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 Average duration for incoming connected calls Average outgoing duration Average duration for outgoing connected calls Chapter 6 8 Real Time Statistics Average total duration Average duration of all calls Average overflow duration Average duration for overflow calls Overflow calls are waiting calls which have been moved from one ACD queue to another Average overflow wait time Average wait time for overflowed calls Average abandoned call wait Average time which incoming abandoned calls were prepared to wait Average incoming call wait Average time which incoming connected calls were prepared to wait Average ring no answer RNA call wait time Average time which incoming calls had to wait before being answered when the intended extension did not answer in time and the call had to be forwarded to an alternative extension 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 c
161. bers Maximum number Maximum time Pilot Number User Status Alarm A user status alarm can be set to trigger if any of the users in a set of groups has entered any of the rest states unavailable wrap up do not disturb too many times since the last time they logged on These alarms can also be set to trigger if the user stays in any of these states for too long a period Note that the unavailable alarm can either apply to all unavailable states or just the state indicated by the unavailable code Note that this feature is not available on all PBXs Chapter 14 13 Organisational Groups Organisation F Organisation Offi ice admin Tganisavon Sales Include number of times in wrapup Maximum number of times Include number of times in DND Maxi mum number of times o es Include number of times in unavailable Maximum number of times N Any unavailable code Include maximum time off hook Maximum time Alarm Schedules Alarms Include maximum time in wrapup Include maximum time in DND Maximum time l 00 00 00 1 EERE EEE EERE REET EE EEE EEE EERE EE EEE EE EEE EERE EERE EERE EEE EE EEE RETR EEE EEE EEE EEE EEE EEE EEE ED SERRE EERE EERE EEE EEE EEE EEE EERE EERE EEE EEE EEE EERE EEE EE EEE EEE EEE EEE EEE EEE EE EEE EEE EEE Maximum time a 00 00 oH Only this unavailable code An alarm schedule is a named configuration that allows you to specify when an alar
162. ble 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 We VILE Pl Wey TL ee 05 ee 066431 05 Notes 166431 Playback Call a eee Add to playlist _ ved Call Export Call Audio Multiple 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 7 6 Call Recording 12 01 2011 16 08 205 205 007 001 D1606643101 12 01 2011 16 06 O01 01606643101 205 205 O00 007 01606643101 01606643101 To select several individual calls click on each call whilst holding down the Ctrl key 1220172011 16 08 205 205 001 001 01606643101 205 205 001 007 01606643101 eal 11 01 2011 17 09 205 205 001 001 D1E06643101 m a a a a a a a a a a a a n a a a aan 205 205 001 001 01606643101 H aAA Ad AC A i and n OA m Te a m a es The Call Player MyCalls provides a desktop player specifically designed for call recording and playback The player provides the following functions e Pla
163. buted via Email or FTP to remote locations Reporting MyCalls Reporting is amongst the most comprehensive in its class Reports ranging from call details and summary data time profiles trunk usage alarms audit events system problems departmental and organisational data can all be configured into regular reports All reports can be distributed to remote locations and can be scheduled to run at any time ACD MyCalls ACD and Agent control gives you complete control over the management of ACD queues It can show instant status of ACD activity on screen and you can control the login process remotely allowing supervisors to determine where and when an agent should be made available Add to this the integrated Unavailable Codes and the ability to group users into different Agent Control groups and queues and you have a comprehensive system for ACD Management MyCalls Desktop As well as monitoring calls you can also make and answer calls using the screen controls available within MyCalls Desktop Full call control is provided to allow easy access to complex operations involving hold call parking and conferencing etc Screen Pop Display the call details and related information regarding the person calling you so you are fully prepared to take the call and answer any questions immediately Screen Pop interfaces with a wide range of commercial applications and databases in the marketplace Chapter 2 2 MyCalls User Environment Chap
164. cal 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 Chapter 15 11 Call Costing 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 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 will display all available PBXs in your enterprise Expand the PBX you want to configure the costs for a Fixed Costs Handling Costs Location Specific g PBXs I Head Office 2 4i Local Area Codes Camer Associations a Profit gee Taxes Camers 3 Click the Local Area Codes option 4 Click Edit Local Area Codes Area Code 1565 1606 1829 1925 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
165. calls Chapter 1 6 Welcome to MyCalls No of calls by day of week Sunday Saturday Friday m E calls Wednesday Tuesday Monday The next example shows the same 1 month period but shows the accumulated half hour of each day No of calls 23 30 00 00 22 30 23 00 21 30 22 00 20 30 21 00 19 30 20 00 18 30 19 00 17 30 18 00 16 30 17 00 15 30 16 00 14 30 15 00 13 30 14 00 12 30 13 00 11 30 12 00 10 30 11 00 09 30 10 00 08 30 09 00 07 30 08 00 06 30 07 00 05 30 06 00 04 30 05 00 03 30 04 00 02 30 03 00 01 30 02 00 00 30 01 00 time span Chapter 1 7 Welcome to MyCalls From the original group summary report then we can see we have to handle roughly 30 000 calls ina month of which about 3 000 10 are abandoned From our time distribution reports we can see how these calls are spread over days of the week and how the calls are spread throughout the day From this data alone we can start to estimate staffing levels and how these levels may need to be adjusted each day and throughout the day Trunk usage Knowing the quantity of calls we need to handle and when these calls are occurring is a good start for us but to give the data a bit of context it would be useful to know what the trunk usage is This helps us identify where we may be hitting bottlenecks due to insufficient trunks or conversely we may have far more trunks than we currently need The following screenshot is a portion of a trun
166. 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 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 datab
167. 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 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 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 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 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 f
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169. ck 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 appears 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 Name Type Caller Group Unassigned v Reception l 5 Press OK to close the window and save any changes you have made How To Assigning Callers to a group 1 Ifyou 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 13 5 Callers Alternate Number
170. conds 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 17 29 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 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
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172. ct 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 18 5 Re costing calls How To Re Cost calls 1 Click System 2 Select Re cost Calls Start Date StartTime 28 10 2008 D 00 00 00 End Date End Time 28 10 2008 23 59 59 J Re Cost the Call Charges J Re Cost the Handling Charges The taxes and profits will always be recalculated Note that re costing calls is a lengthy process It can takes up to one and a half minutes per 1000 calls Re Cost Calls 3 Inthe 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 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 4 BQ ics tip Only countries that are not covered by t
173. ctive System Wide Benson Trunk Add gt hA We Up 5 Pilot Number Account Code lt Remove Move 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 A 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 Toremove 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 8 32 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 2 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 trunk and extension information and Trunk Group was higher in
174. d 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 20 9 MyCalls Licensing 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 MyCalls XN120 MyCalls XN120 Call Manager MyCalls Aspire SV8100 MyCalls Aspire SV8100 Call Manager MyCalls Aspire SV8100 Call Centre MyCalls SV8100 Desktop The default license purchased for each contains the following features MyCalls MyCalls MyCalls MyCalls Call MyCalls MyCalls Call Manager Call Desktop Manager Centre Costing Performance Monitoring Appendix A 1 MyCalls Licensing User Costing Yes Yes Real Time Status Yes Scheduling fe Yes Noo Grade of Service Yes Callers Yes a Concurrent Agents Optional No Digital Playback Optional Optional Optional Trunks
175. d Overview views Real Time Status windows offer three ways of viewing extension or user status Detailed Summary and Overview Detailed view This view is designed for the use of people in a supervisory role who may want to see the state of each extension or user and the amount of time they have been in that state You can show combinations of states as each state is shown separately The number of devices in any given state is shown e g Ringing 2 indicates 2 devices in the Ringing state The devices or users in a given state are shown with the longest in that state at the top of the list Idle 1 Off Hook 0 Ringing 2 Incoming 0 Hold 0 Outgoing 0 Internal O0 Unavailable 0 Wrapup 0 Mark Reception Extn 300 Extn 235 00 03 11 Summary view This view displays basic information relating to users or extensions Only the currently active state is shown at any one time for each user or extension 7 lt pa E a an LAL EIS T SLGLlus I A soir 2 E Y g RA g Drag a column header here to group by that column Time Number Name Several types of information can be displayed in this view e Group name e User extension name e Extension number e Current status e Time in current state e Calling Called number Overview view This view is useful for showing the state of many extensions in one screen This view displays the Extension name number or
176. d 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 described 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 sho
177. d the configuration is described below see screen pop interface dialogue box Configure Outlook Screenpop aren Cortect Folder to Search rternatonal Access Code Having configured the screen pop interface and mappings you then need to configure a personal screen pop group This allows you to set up your personal database group Click OK Chapter11 5 Screen Pop Click Edit your personal screen pop group Edit ScreenPop Database Group Edit the ScreenPop Database Group The Screen Pop Databases are searched in the order they are shown here The order can be changed by selecting a database and clicking the Move Up and Move Down buttons Once a database has been selected the appropriate Search and pop actions can be set Group Name Personal Databases Available Databases Selected Databases Search Incoming Search on Ring so Move Dow Search on Connect W Search Outgoing Pop Contact Use Built In Viewer 7 Auto Close Viewer Select a screen pop interface from the available Databases box and click the gt button This adds the interface to the Selected Databases box Repeat for each of the databases configured Select each of the selected databases in turn in the Selected Databases box and then select the properties for the interface e g pop on incoming outgoing etc Chapter11 6 Screen Pop The screen pop interface dialog
178. database assignments This dialog allows users to be associated with the groups of screen pop databases you have already defined in the previous step You can assign organisational groups or individual users to search the various database groups Assigning a user to a database overrides any group assignments which may have been made For example if an organisational group called Sales has been created and the Sales group has been associated with the company s Sales database then any member of the Sales group could automatically be presented with contacts from the Sales database when receiving a call However if a member of that team Bob is associated with a special Book Sales database then Bob will only be presented with Book Sales contacts and Sales contacts even though Bob belongs to the organisation group Sales Chapter11 11 Screen Pop Users or groups of users can be assigned to a system screen pop database group Chapter11 12 Contacts and Address Books Chapter 1 2 Contacts and Address Books MyCalls Desktop provides an inbuilt address book for storing your company and personal contact lists These address books are intended to be populated from e screen pop databases both system and personal e MyCalls callers list e Manual entry system versus Personal address books As with the screen pop databases MyCalls address books can be set up as system wide or personal The System address book is se
179. day to day management but to develop a successful call management strategy you need to have much more comprehensive historical information available MyCalls reporting gives you a library of reports ranging from call metrics per individual device or user to group Statistics and time profile information which breaks down information into what happened at any half hour interval on any given day If the standard reports are insufficient for your needs you can generate custom reports where you define exactly what information is included in the report and the parameters are wide and exhaustive Your reports can be filtered to specific groups call types DIDs ACD groups in fact almost any combination of call information can be defined within your filter to give you the exact information you require You can save your customised reports for later use and you can even schedule the reports to run at regular intervals Scheduled reports give you the added advantage of being able to automatically distribute the reports to relevant people within the organisation Management by exception One very big feature of MyCalls is the management by exception This allows you to set up a series of rules which if broken create an alarm or alert informing you of the fact These alarms can be used to indicate a wide variety of events and conditions such as e Trunk lockup e IT System related issues e Toll Fraud and telephone misuse e Reduction in service levels e
180. dered by Extension Transferred calls are being reported as a multiple calls Number of Calls Avg Ans Peak Ans DiffofNum DiffofNum Diffof Ans PBX Extension User Ans Abd Ring Time Ring Time Abd ofAns Calls of Abd Calls Ring Ti Head Office Alan None 67 554 00 00 16 00 00 50 69 21 77 39 14 954 35 5 88 Head Office Will l 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 Auto Configured Devices Created On 24 10 2008 15 38 06 Covering Period 01 08 2008 00 00 00 to 24 10 2006 23 59 59 PBX Type Date Number Name PBX Record Head Office Extension Head Office Extension 0108 2008 14 15 55 01606 9979978 Dave Simmons 47 IVOT 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 2008 00 00 00 to 24 10 2006 23 59 59 PBX Type Date Number Name PBX Record Head Office Extension Head Office Extension 0108 2008 14 15 55 01606 9979978 Dave Simmons 41 WOT 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 CoveringPeriod 24
181. e 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 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 4 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 Browse Cancel In the Layout Name field manually enter the file path to the layout you want to load or alternatively use the Browse b
182. e First Set of Call Types to Include Together E Unknown Incoming E Incoming Conference E Incoming Abandoned E Incoming Abandoned Voice M E Incoming Transferred 1 a Order Report Output By Interval Second Set of Call Types to Include Together E Unknown E Incoming Select All E Incoming Conference Incoming Abandoned E Incoming Abandoned Voice M Select None E Incoming Transferred Chapter 17 31 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 Device Type Groups Select All Select None Include sub groups of selected groups Interval 1 Hour Interval Type zl 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 ofCalls Average Duration Average Ring Time Num Long Short Abd Interval Start Ans Abd Ou 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
183. e 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 8 31 Telephone System Configuration Incoming Overflow 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 Prionties 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 Extension Group then the limit for the Trunk Group would be used Available A
184. e 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 toa database or file and re used by any client alls ng Ce office Daily lis shanty u P apandoned Calls Al ACD C Chapter 4 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 their 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 th
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186. e Configure Callers screen click Create or Edit a Caller The Edit Callers screen appears 0134278927598 Delivery Tod Unassigned None Edit 01386712093 TMR Unassigned None Edit 01386712209 Tailor Made Unassigned None Edit DMIAGAATI1TI Conna See Mona Erit 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 eee 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 c
187. e Group Statistics option by clicking it and in the right side of the window click Create a New Group Statistics View PBX Display Values HeadOffice RY Historical Current Only Group Interval Period E Admin a Daily F All Analog Phones F All Announcement Ports Refresh Time s All Auto Attendants 60 r AIl Cordless Phones F All Desk Phones ee F All Digital Phones Edit Title Font T All Extension Types All Non PBX Phones ail Edit Statistics Font W 3 If your MyCalls configuration is using more than one PBX then you can select between configured PBXs using the PBX drop down list 4 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 5 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 Chapter 6 11 Real Time Statistics only is selected then the intervals available are Last hour and this i
188. e To Device Humber User Abbr Duration 1170172011 72 55 001 007 200 200 01606643101 Mone Inc Tir 00 00 03 11201 s2011 12 54 O01 001 206 206 1 6066431 01 None ep Inc Tfr 00 00 07 11120111234 001 O01 REC MM 160566510 Noe eine DODD z 1170172011 12 21 001 001 206 206 01606643101 None gt Ine Thr 00 00 12 Date Time From Device To Device Humber User Abbr Duration 1140142011 12 21 001 007 206 206 01606643101 Mone Cap Ine Thr 00 00 04 1170172011 1227 001 007 205 205 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 7 15 Call Recording 012011 13 34 20E 206 Export Call Audio Copy Chrl C Paste Ctrl Select All Chrl 4 j E E tt b Clipboard Bente Crews f 1 Remove Selected File 17 Remove All Vee re ees snc ramci 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 the
189. e 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 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 20 8 Acronyms amp Glossary TCP IP Trunk A trunk that routes calls thr
190. e configured in the telephone system Chapter 8 17 Telephone System Configuration How To Editing existing Account Codes From the MyCalls Telephone System Configuration screen click Account Codes Click Create or Edit an Account Code in the Account Codes configuration area In the dialogue box that appears click the Edit button to the right of the account code you want to edit 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 5 Click OK 6 Repeat these stages for as many account codes as you need to configure 7 Click OK to save all the changes you have made Configuring ACD environment devices Pilot Numbers Pilot Numbers are the numbers that are dialled to reach either an ACD queue or a hunt group These are usually internal numbers to the PBX and calls to these pilot numbers are usually transferred from an auto attendant or a DID Creating and Editing Pilot Numbers How To Creating a single Pilot Number 1 From the MyCalls Telephone System Configuration screen click Pilot Numbers 2 Click Create or Edit a Pilot Number in the Pilot Number configuration area The Edit Pilot Numbers screen appears 3 Click Add New Pilot Number 4 Inthe dialog window that appears a number of fields are available for ent
191. e 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 This file should include the following columns Name Abbreviation Password Email Address Job Title Login PIN Default Extension in that order to be imported successfully 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 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 MyCalls Desktop Chapter 1 O MyCalls Desktop Desktop call control provides a range of functions allowing users to control their phone operations directly from the screen As well as the ability to dial out answer calls and transfer you will have instant access to advanced phone features such as forwarding call back call parking and brokering Call control uses a real time event stream from the telephone system to monitor both your own extension and other extensions in the sy
192. e 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 V Include Outgoing Calls At least one of Incoming Outgoing Internal must be checked 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 Alarm on calls lasting more than 15 al minutes or Alarm on calls ringing for more than q seconds or Alarm on calls costing more than 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 Th
193. e is information present for that field in the data returned from the search for that call If for instance the caller s address is missing from the database then the viewer will not display any reference to the address fields Custom Fields The wide range of CRM and Contact databases available within MyCalls Desktop may have fields which do not readily have an association with the standard contact fields defined for the contact viewer To accommodate this MyCalls allows the creation of custom fields Custom fields can be given any name to identify the data e g Credit Rating Customer Category and any of the available CRM or contact manager fields can be assigned to this field Chapter11 8 Screen Pop How To Mapping a Field Select the required field from the Unassigned Contact Manager Fields using a left mouse click Unassigned Contact Manager Fields Account Assistant Name Assistant Telephone Number Business Address Business Address Post Office Box Number Email 1 Display Name Email 2 Address Email 2 Display Name Email 3 Address Email 3 Display Name Home 2 Telephone Number Home Address Home Address City Home Address Country Home Address Post Office Box Home Address Postal Code Home Address State Home Address Street Select the field to which this data will be assigned in the Contact Data list Click the assign button gt Assigned Contact Manager Fields Contact Data First Name Last N
194. e 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 20 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 group 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 averag
195. e 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 Play selected range sound clip Auto m
196. e un assign button lt will remove the mapping of the field and revert to Not Mapped state Chapter11 9 Screen Pop How To Assign a Custom screen pop Field Select the Unassigned data field Select the required Custom field from the assigned field list Using the Custom Field Label textbox enter a name to the custom field Click the assign button gt The Custom field will now appear in the Contact viewer and display the assigned data System screen pop interfaces Configuration of a system interface is identical to the configuration of the personal interfaces as far as configuring the list of interfaces is concerned Because a system interface can be used by many users you also need to configure group access settings which define who within the organisation can access which interfaces and the privileges members of those screen pop groups will have The basic operation requires that any users enabled for call control can be assigned to one or more interfaces If a user is to be assigned access to more than one screen pop interface database then you will also need to configure your screen pop interfaces into groups This is done in two separate operations Configuration of screen pop database groups A screen pop database group can contain one or more databases from the list of system screen pop databases In order to pop information from a system database it must be added to a screen pop database group
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198. ecordings which you cannot listen tO ccccccsscccssececesecceesececnccceececaececeneeeeeeeseenceseueceseecenenees 19 Call Recording Configuration cccccccssseccccesecccceesececsesececseececseusececeeeceeeeneceeeeeeecesseneceeseneceesageeeetas 20 TEEN Ut O E A E aad baw einen edsauaee 20 Access to the Call Recording configuration ccccccscccccsssccccessececeesececceecceseesecessunecessegeceeteeseeetas 20 How to Access the Call Recording Configuration SCrECN ccccccessecccessecccceescceeaeseceeeeeceeeeneeeetes 20 How To Add Call Recorders to the MyCalls Configuration cccccccsssecccesscceceeseceeeeeceeseeeeeeees 21 Additional Configuration OPTIONS cccceseccccessececcesececceeeccecaesececsusececceeeceetsnsecessunecetsugeceetegseeetas 22 How To Insert an identifier into the filename prefix ccccceseccccssseccceesecceceeecceeeesecesseeceeseeeeeeeas 22 TUNK CENSO eseesce este steer E et oo eesc eee nee eae ee needa eeeeaee seen 23 PackUp CAU FEC OMG NGS wetonue sascaseic pounce av ene socenccteane seeuacee dhe E E 23 How To Configure Call Recording BaCkupS ccesccccsssececcsecceeesececeeseceeeeeeccessunecetseneceeseneeeetes 24 How To Manually Start a Call Recording BacCkup ccccsscccssseccesscccenececeeceeeneesaescesseeceseeceneness 24 How To Cancel a Running Call Recording Backup cccecccssseccesscccesececeneeceeneeceenceseeeceseneceneness 25 EIDE EEEE E A sda
199. ection 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 7 14 Call Recording call Player Management Panel Sound Clips Mote Audit 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 Hone E Inc 00 00 02 BE 11 01 2011 1254 001 001 200 200 0606643101 00 00 15 E th 1170172011 12 21 001 007 206 206 01606643101
200. ed Chapter 14 2 Alarms Caller Alarms These alarms are used to determine if a caller has been contacted within a specified time period Queue Status Alarms These alarms are used to determine 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 User Status Alarms These alarms are used to determine the maximum allowable number of times a user may go into each of the Unavailable Wrap up DND states in a logged on period Also determines the maximum length of time a user is allowed to remain in that state 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 An alarm icon P 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 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 Access
201. een 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 This will remove any real time window control boxes and lock the windows on the screen as they are positioned 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 whatever 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 4 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 3 Berson t 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 fo
202. el and select Edit then do one of the following actions Right click on the position in the actions panel where you want the item to go Select Configure to configure a single item Select Create Range to create more than one item in a block Select Clear to delete a button or Clear All to delete all buttons on the panel Chapter10 18 MyCalls Desktop How To Move a button Right Click on the button you want to move Select Cut Move the mouse to where you want the new button to appear Right Click and select Paste Chapter10 19 MyCalls Desktop Action Button Configuration SS Sar my a O tion Button Configuration Select the button type you require and then fill in the additional information Button Type Button Name Speed Dial E Color Speed Dial Service Code Status Label Run Program Use the Button type drop down menu to select the type of item to create Items placed on the actions panel can be selected from the following e Speed Dial e Service Code e Status e Label e Run Program Speed Dials Allow one click dialling to external and internal numbers It is not necessary to specify external access digits as these are defined in the call control configuration Service Codes Can be used to perform advanced functions within your telephone system The service codes available to you will vary dependent on the PBX configuration and g
203. elates to all calls which have been forwarded to a particular ACD queue via a Pilot number A Trunk group queue represents the number of calls waiting to be answered at this moment in time for the trunks in that group or all trunks if selected Real Time Status Parameters A Real time status parameter is a value that is displayed in real time as a result of an event occurring in the telephone system Real time status parameters can be displayed for the following types of devices and users e Users e Extensions e DID s e Pilot Numbers e Trunk Groups User status gives a real time visual indication of the current state of the extension a user is logged on to Extension status view is also available for specific extensions You can view the following states e dle Available The extension user is available to receive calls e Off Hook Receiver is picked up e Ringing Incoming call is ringing the extension or user e Incoming connected Incoming call has been connected call in progress e Outgoing connected outgoing call has been connected call in progress e Hold The extension has been put on hold or an extension has put another on hold Chapter 5 2 Real Time Status e Internal Internal extension to extension call is in progress e DND Do Not Disturb Extension is unavailable to receive calls e Unavailable ACD User is unavailable to the ACD queues e Wrap UP ACD User is wrappin
204. empower staff to log themselves onto a busy queue to help relieve the load DID Status 3 Real Time Parameter Window Real Time Parameter Window Avg Gen S L Abandoned Calls Agent Sales Head Office Agent Sales Head Office Daily Daily vane O Extension Status Window 83 Real Time Parameter Window Incoming Calls Idle 3 _ Off Hook 0 Ringing 0 Incoming 0 Hold 0 Outgoing 0 Agent Sales z Head hiiles BENNY Mike Extn 2302 31 42 49 4 m z T DID Group Statistics Drag a column header here to group by that column Column Chooser PBX Group a Ans Abd cos Abd GOS Real Time Parameter Window Head Office Agent Sales 0 0 0 00 0 00 Avg n C Wa it E m e Agent Sales Head Office Daily DID Statistics CEEE PBX nn DD a Name Ans Abd GOS Abd Gos Head Office 2433 AGENT SALES 0 00 00 00 00 A guide to the statistics of most use in real time is as follows Calls in queue CIQ these are likely to be changing quite rapidly and is most sensitive to real time changes in agent allocation Longest current wait indicates the longest waiting call in the queue This value in conjunction with the number of calls in queue can be a good indicator of current urgency If the calls in queue are growing but the longest current wait is low then the call durations are probably low thus keeping the wait times down If the wait times begin t
205. enerally any available service codes will be automatically imported into MyCalls when the system is installed There may be exceptions to this and MyCalls allows you to define service codes to suit your requirements as long as they are supported by the telephone system see service code configuration Forward to a al lab Status indicators Provide real time indication of the current activity for a specified extension or ACD user Chapter10 20 MyCalls Desktop If displaying user status the user will be associated with an extension when that user logs on to the ACD system on ACD enabled MyCalls Call Centre systems only otherwise the user shows as Logged Off This should not be confused with logging on and off MyCalls Clients at start up Tracking the status of non ACD users and extensions is accomplished through extension status buttons only Both speed dial buttons and status buttons permit you to dial out Soeed dials can be associated with any number external or internal Status buttons can only be associated with internal extensions or in a multi PBX network any other extension on that network If you configure a Status button associated with your controlled extension then you will have a selection of other functions available These additional functions reflect the call control toolbar and will change according to the current state of your extension To access these other functions right click the status button for
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207. entered butLevels 2 and 3 are only compulsory ifthe box below the codes is checked You can also specify ifthe completion code entry form is show automatically atthe end of a call for both incoming and outgoing calls Level 1 Level 2 Level 3 Name Included 4 Name Included Name Included Cameras Follow Up Newspaper Advert Conptiens Sale Completed Promotion C Sale Refused Tv Adve un W L Webpage lll ll Garden Tools a Word OF Mouth P Mowers al Televisions E Compulsory Compulsory Incoming Frompt Point Outgoing Frompt Point Manual Manual For levels 2 and 3 specify if these are compulsory items by clicking the checkbox Specify the prompt behaviour for incoming and outgoing calls by selecting the incoming and outgoing prompt points These can be Manual Automatic or Disabled Click OK Chapter 16 15 Agent Control Add the completion codes to an agent control group The final stage is to Add the newly created completion code group to an agent control group To do this open up an agent control group dialog and select the appropriate Completion Code Group from the dropdown list in the bottom left hand corner Unavailable Code Group None Completion Code Group None Nome Mone Electrical Goods Sales This will ensure that the agents within the selected group are able to select the appropriate completion codes when presented with the completion code dialog following a call Chapter 16 16 Reporting
208. eople 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 trigger if the average time taken to handle incoming calls over the last hour was too low or too high Overflowed Call Time Alarm These alarms can be set to trigger if the average time taken to handle overflowed 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 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 Chapter 14 6 Alarms
209. erage 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 video call a Web call and other types of customer contacts Chapter 20 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 Determ
210. ersonal 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 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 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 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 Callers J g Caller Groups All Business Callers fal All Callers fal 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 13 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 Cli
211. ersonal interface would be configured on an individual PC client and would only be able to view details of contacts local to that user The individual owner of the personal interface s can configure that interface to suit their own requirements A system interface allows a pbx administrator to configure an interface which can be accessed by multiple users Multiple system interfaces can be configured and these can be accessed by different groups As an example a CRM database could be configured so it can be accessed by the sales department in addition an accounts database could also be configured to be accessed by the accounts department Configuring Personal screen pop databases Personal screen pop interfaces can be configured individually for each MyCalls user Whilst any database can be defined as a personal interface they are usually reserved for applications such as a local MS Outlook or similar contact management application where the data is stored on a specific PC rather than a central server Selecting Configure gt screen pop from the main menu will display the screen pop configuration screen A Configure Screen Pop mess ca Screen Pop Database Configuration A screen Pop Database is a connection to an extemal contact manager database It allows the external contact manager to display the contact whose telephone number was the same as that on a telephone call Tasks Create Edit or Delete your Personal Screen Pop
212. es 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 17 39 Reporting wet Change l Styles bg SE XxX a a repor 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 A Held e Available Information button and select or beat sachs fy the order by clicking on a header and moving it E Average Incoming vill also remove the information from the report p Average Incoming Outgoing Average Incoming Ring Average Outgoing Select up to 10 unavailable codes Average Ring No Answer Ring Time Email Handling a E Heii Fax Handling J E General S Incoming Meal S Incoming Outgoing Meeting S p F Natural Break Incoming Ring Refreshment m Longest Abandoned Ring Longest Incoming Ring Longest Ring No Answer Ring Time Maximum Call Time pag Minimum Abandoned Ring p Minimum Incoming Ring Minimum Ring No Answer Ring Time Available Information Preview Report Outgoing Call Durations gt Ring No Answer Ring Time Costs b Time To Answer gt ose The following is a summary of the various report parameters A detailed definition of eac
213. es F ie EE When a user logs in they will be prompted for the number of the extension which thay are currently using This allows the ACD system to correctly locate the user when routing calls Login Selection Use the default extension Use a different extension PBX Extension ot ms Ji Logout logout of one or more queues Chapter 16 2 Agent Control Wrap up Start Stop A user can enter wrap up or exit wrap up state The icon toggles state when clicked MyCalls Control G G S amp Log In Log Out Wrap Up Stop Unavailable Options Unavailable tions t Refreshment m Natural Break im Smoking l Completion Code Entry A user can enter a completion code or codes for the previous call This is only available between the end of a call and the end of the next call to the same extension For more details on using the completion codes see the Using Completion Codes section Options Options to set the following a Options Lock Always On Top Tool Buttons e Lock Toolbar e Always keep the toolbar on top of other windows e Set visible tool buttons and shortcut keys Chapter 16 3 Agent Control button click on the new hot Click the Assign button papas Agent Control x CESS pe F Ctr F5 Wrapup eae Global Hot Key 2 WR J Press new hot key Move Down Assign Reset All Viewing Agent activity
214. essage box will confirm the test was successful Chapter 6 21 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 view 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 Es 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 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 Data Source Single Value Grid Database Database Type Refresh Time 5 SQL Server 5 z Connection String Data Source w MJSW 7S5ervers kss lnitial Catalog Sales Persist Secunty Info Test SQL Statement select from dbo Sales Values order by Sales Value Desc a Title Operator Data Font Header
215. ether 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 Chapter 15 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 el ie Evening 18 00 00 23 59 59 ES iil Weekend 00 00 00 23 59 59 EH H B E E 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 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 val
216. 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 18 3 System Utilities How To Remove unwanted information 1 Click System 2 Select Remove Unwanted Information Start Date StartTime 10 2008 00 00 00 End Date End Time 28 10 2008 23 59 59 Alarm Entries E Audit Entries F Calls 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 l Click edit to configure Browse Edit Non PBX Phone Number Bill File Name a Area Code Chapter 18 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 Sele
217. fice 006 006 235 Reception 01606301 de _ Incoming 00 00 5 4 Faiais mm Yr Alarms Ui Calls U5 Unreturned Calls a Audit Log Licensed to User Max Jones Company Bespoke Travel Services Expires on 31 12 2105 Loaged in User John 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 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 Chapter 3 4 MyCalls User Environment Real Time Parameter Window 3 Real T Incoming Calls All Trunks Head Office Daily Lock Position 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
218. 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 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 Of Call DID Number Extension Number Ring Time Totals Total Calls Totals Total Calls Chapter 17 4 Reporting 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 2006 23 59 59 Report Filtered To Only include call types Outgoing Abandoned Include all matching items in the report Repo
219. finition of service level is Service level X percent of calls answered in Y seconds This means If 90 of calls are answered within the target time to answer then the service level will be 90 In order to set service levels you will need to analyse time to answer TTA abandonment Statistics and call durations However you will need to set realistic targets for these parameters and adjust them based on your ongoing results From the data shown in the table above we can make a rough calculation that approximately 17 000 of a total of 23 000 calls fell within the 20 second answer time This equates to a service level of around 73 which means that about a quarter of calls are taking more than 20 seconds to answer MyCalls allows for considerably more accuracy in these calculations taking into account several other parameters for simplicity the whole table of data from which the service level was calculated is not shown Valid calls and grace periods When configuring service levels it is important to define what are considered to be valid ring times If a call is abandoned very quickly it may be that the caller had misdialled or changed their mind about the call These incidents should not be considered valid calls as it would be impossible to Chapter 1 12 Welcome to MyCalls answer them To eliminate this kind of call from the statistics you can set grace periods Grace periods effectively ignore short ring times when marking a call a
220. for each Configuration of call control requires that you specify a TAPI server and associated information such as external dialling digits minimum number of extension digits and a list of exceptional numbers e g 999 How To Configure the Call Control Server From the menu select Configure gt Telephone System gt PBX gt Call Control Select Configure Call Control Select the required control type protocol This will normally be Generic TAPI Click Edit Call Control Configuration Specify the control Type Before call control configuration can take place the type of control needs to be specified Control Type Generne Tapi From the resulting dialog box enter the name of the PC hosting the TAPI server Enter the other values or outside Line Access Number of digits representing an internal call and add any require special numbers to be dialled externally regardless of number of digits such as emergency numbers 112 999 etc You may select to auto hang up calls when the call is complete Chapter10 30 MyCalls Desktop TAPI Connection Configuration r running the Call Control Service If 1 outside line enter it here an internal call and also heads Wei Gece cade Always dial these numbers externally Number of internal call digits 3 G Auto Hangup Calls Click OK NB when you enter a number whose total digits are less than or equal to the maximum number of digits specified for
221. g 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 5 icon on the toolbar amp Report Distribution Lists A Report Templates I Report Items 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 PEM 31 01 2006 00 00 00 Hz Schedule Task Daily Every day s yJ y 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 Items Selected Report ltems E A Report tems ove rent fear ERER Fe Custom Report Add aily Costs by Telephone Number F z z a z i Daily Incoming Abandoned Calls ally Reports Daily Incoming Performance H Monthly Reports Sere Daily List Misdialled Outgoing Calls Weekly Reports es Daily List of Personal Calls Daily Outgoing Call Performance Daily Summary of ACD Group
222. g 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 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 00861065222562 Totals 00 00 56 Total Calls 2 2471 28 08 2008 08 39 21 Inc 00 00 10 07943808598 Totals 00 00 10 Total Calis 1 2478 28 08 2008 01 57 53 Inc 00 00 14 07947328478 23 08 2008 06 04 56 Inc 00 02 28 07843602887 Totals 00 02 42 Total Calls 2 2541 25 08 2008 08 32 33 Out Abd 00 00 00 01737761201 28 08 2008 08 32 52 Out Abd 00 00 00 01737761201 25 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 all
223. g reported as a multiple calls Group First Login At Last Log Out At Time Free Time Busy Time Unavailable Time Wrapup Chapter 17 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 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 Costs by Telephone Number Created On 18 11 2008 11 24 31 Covering Pernod 16 11 2008 00 00 00 to 22 11 2008 23 59 59 Report 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 OfCall 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 56 0 00 Total Calls 1 07974162117 18 11 2008 09 33 21 Inc 07974162117 00 02 18 0 00 Totals 00 02 18 0 00 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
224. g 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 ACD Users A series of ACD related parameters Percentage values Total Values or Average values for e Time busy e Time DND e Time Free e Time Unavailable e Time Wrapup Login information e First Login time e Last login time e Logged in max e Logged in min e Number of logins Custom Summary Reports Performance e Abandoned Grade of service Chapter 17 43 Reporting 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 n
225. g up a call and is not currently available for a predefined time Real time status parameters for queues e g DID Pilot Numbers and Trunk Groups include e Caller e Trunk e Usage trunk Groups only e Calls In Queue e Longest Wait Time The following diagram shows how you might use real time status windows to look at calls being queued at different points in the telephone system Chapter 5 3 Real Time Status Using Real Time Status screens to track call progress Trunk Group Status Digital Trunks Calls may be made by dialling a DID e g Copier Sales Longest Call Waiting 00 01 35 Trunk status tracks trunk usage Calls made to a DID can be routed to a group of extensions DID Status Longest Call Waiting 00 01 10 Name David Number 2306 DID queue status tracks calls DID Copier Sales ona given DID number Pilot Caller Code Time 16 30 CIQ calls in queue Status Incoming CIQ for trunks number of trunks waiting Mike to be answered Tony CIQ for DID number of calls on the DID waiting to be answered Extension status tracks device or user activity Real Time Status tells us what is happening now and changes as the call activity changes Real Time Statistics tell us the total calls or average wait times spread over a defined period e g during the last hour or previous 24 hours Chapter 5 4 Real Time Status User Extension Status views Detail Summary an
226. g will callers wait for a call to be answered and why e Can you differentiate between callers Chapter 1 3 Welcome to MyCalls Generating basic information about call volumes MyCalls can generate information to enable you to answer these and many other questions Starting with the measurement of call volumes MyCalls can provide you with all the relevant data Once you have that information you can begin to formulate a call handling strategy defining target answer times and call handling times This information in turn will allow you to formulate service level values for each part of your organisation Grouping calls and devices At this point you will need to break down your call handling into relevant groupings Your organisation will probably already contain predefined groups of people handling the calls either by location e g first floor second floor or more likely by service function such as sales purchasing accounts etc MyCalls allows you to create groups based around the type of device such as an extension You can group together several devices and view the data in real time on screen or generate a report showing how that group performs over a period of time This is grouping at its simplest level and MyCalls supports several devices all of which can be looked at individually or as grouped devices Each type of device allows us to look at the same call data but from a different viewpoint Adding flexibility
227. g 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 15 15 Call Costing Fixed Costs lt Handling Costs Location Specific S BT Business 8 Camer Rates gt Special Numbers Mobile Numbers Add a New Carrier How To Add a new Carrier 4 1 Select the Costs option from the Configure menu or click the icon on the toolbar 2 Select the Carriers option Fixed Costs Handling Costs lt Location Specific 2D BT Business 8 Costing Periods gee Camer Rates get Special Numbers Mobile Numbers 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 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 15 16 Call Costing How To Import
228. ge Group in the right side of the configure reports area Report Group I _ Cancel Enter the name of the new group you wish to create 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 Change Group in the reports configuration area Report Group Custom Reports Daily Reports Cancel Weekly Reports Select the group you wish to move the item to from the drop down menu Click OK The item will now be in the new group Chapter 17 11 Reporting How To Copying an existing Report Item as the basis for your new Report Click Reports Click Report Items Click Copy Report Item Report Name Enter the report name e g Daily Incoming Performance Click OK The report will have been copied Click Reports Expand Report items Select the item that you wish to customise e g Daily Reports List All Calls to Voicemail It is recommended that you copy the report item first Click Copy Report Item This item once copied will appear in the list Select this newly copied report to edit Click Edit Report Item A new 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 Click Reports Click Report Items
229. h parameter is to be found at the end of this section Call Counts Call Count Percentages Users Performance 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 Pilot numbers e Account codes e Callers e Costs e Times e Completion Codes Custom Summary Reports Call Durations Chapter 17 40 Reporting Call durations show you how long a specific type of call or how long a particular phase of a call has taken call Durations General The call durations are broken down into 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 Ranges of durations 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 cal
230. h trunks Chapter 8 8 Telephone System Configuration 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 any mobile calls being routed via the PRI trunks e View real time call data for each group of trunks Creating and editing Trunks How
231. hat column Date Time 1 To Device Duration 2F 21 12 2010 10 16 4 229 Ramona Quiroz 020 7946 0515 r 00 06 03 21122010 10 16 2 Ani D 57 01632 441717 Janie Galvan qi Out 00 06 02 21 14 2010 10 16 6 t 49 49 01496 041717 Henry Hewlett qE Out 00 03 53 Playlist Sound Clips Notes amp Auditing Chapter 7 8 Call Recording Call Player Waveform i Call Player MyCalls k EE Do 05 OO 16 00 24 00 32 i0 4 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 wavef
232. he MyCalls application and then provides steps to customize the application to end user requirements WHO SHOULD READ THIS GUIDE This guide is for end users of a MyCalls installation used in conjunction with an NEC SV8100 NEC Aspire or NEC XN120 PBX to assist with application customization and management MyCalls End User Manual 1 MyCalls Advanced Call Management System Contents OPV ONE E E EE E S 1 MyCalls Advanced Call Management Systeim sccccsccscsccsccsceccsccscecceccccecssceccscescssescecs 1 Ea secs eisai sania E E A tion dee ni EE E E E A E E A 1 Welcome to MyCallS sesesessseoesesesesecsesesesesesesecesesesessesessosoeosososoeoeoeoeoececececesesesesssesseseseseee 1 Key things that MyCalls will do for YOU cccccsssccccessecccceseccccensececeeececseeeceeseusecessunecessenceessesecetseneess 2 What do need to configure first in the MyCalls application cccccccessececeseceeeescceeseseceeeeeeeeeeenes 2 VTS Oh SC cere aaa teati ae ving ic tnoasantorteia nua ctiooe augue wabiscmenmamcareemeneu ga saat SS 2 PE iC NS ICONE C Ear E E A saat opseaameoneceeeveace sacar ETE 3 Generating basic information about call voOlUMeS sssssssesssresessrrssrrrresrrresrrrrssrrresrrrrsseereserereseerese 4 Grouping calls and devices sosssssensssesseesseessrerssrrssressrrrssrersreeserrssreesrersseroseeeseersseresrersrerssrresrees 4 Adding flexibility With USES ccccccscccccsseccccesseccceesece
233. he Calls View list on the main MyCalls screen Chapter 7 11 Call Recording If 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 14 944 00 00 36 679 Delete sound clip How can l help 9 Ask customer 46 843 00 01 10 0435 Export sound clip Response Respond to prooem Tror 33 210 00 02 01 4114 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 E Save 45 a k T Wot di MyCall DataSources v Search DoteSources P Organize New folder J ow ae raoe Mame Date modified Type Desktop m Downloads 5 Recent Places Mo iteris match your search gt Libraries JE Computer gt ci Network File name ERR Re Se eee Save as type Microsoft WAV wav Hide Folders Cancel You can export audio for single calls or multiple calls To export mult
234. he Trunk configuration area The Edit trunk screen appears Unassigned 002 Unassigned None 005 Unassigned None In the dialog box that appears click the Edit button to the right of the trunk you want to edit In the 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 l 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 8 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 Inthe 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 outli
235. he country code 01 North America and 44 United Kingdom can be imported or edited Chapter 18 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 ongitute coordinates will be required These coordinates MUST be in decimal format E Name Longitude ROSEBANK ROSEBANK KELVIN RANDJIESFONT EIN 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 SouthAfricaAreaCodes 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 98333 OLIFANTSFONTEIN 11206 28 2394 25 9639 HALFWAY HOUSE 1120 7
236. he 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 you 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 g
237. hierarchy of users rather than extension essential if users tend to use more than one extension Call recording To keep track of the specifics of calls and improve staff training ACD and Agent Control To measure queue performance and allow dynamic control of agent activities Alarms Enable you to be alerted to problems continuously monitoring the system Where do start Chapter 1 2 Welcome to MyCalls MyCalls like any sophisticated software application is very configurable To make full use of your investment in this software you will need to plan how you are going to use it for maximum effectiveness To make this easier we have compiled this introductory section to help you get the most from the application To make decisions regarding which information will be of most value you need to match up the MyCalls capabilities to your business activities Obviously a small sales business will have very different requirements to a large call centre This introductory guide will help you make decisions as to what information is of most value to your particular business Firstly we will look at the types of business activities you may be involved with and then point you toward the features of most benefit to you Phone system Calling back missed Complaints opportunities handling overview Configuring Devices Mainly Incoming Generating New business Staff focus Customer retention How do organise my phone sy
238. hin MyCalls Such a link called a screen pop interface and you can configure one or more interfaces into your MyCalls system MyCalls supports interfaces to a variety of industry standard database products including e Sage Accounting e Act e Maximizer e Goldmine e Microsoft Outlook Whilst each supported product operates in a different way the configuration of the MyCalls screen pop is very similar for each This makes the configuration of the database interfaces very similar irrespective of the actual database itself MyCalls presents a uniform set of dialogues for all the supported interfaces Configuration of the Interfaces requires the following steps e Add the interface to the list of configurations e Specify the connection properties in some cases this will be selecting a folder in others it may require login details passwords etc e Specify which fields contain phone numbers for searching e Decide which fields you want to see in the screen pop viewer e Specify the format s of telephone numbers stored in the database e Determine if the database contains companies contacts or both and decide which of these you want to search Chapter11 3 Screen Pop Once configured the screen pop system will automatically search any interfaces you have configured If you have configured multiple interfaces you can prioritise the order in which they are searched MyCalls supports the concept of personal and system interfaces A p
239. ial Mobile 07788 135455 Charles Morris Allied Cons View Teg we ogi P TROE cl How To Edit several contacts Contacts can be edited via the Address book configuration menu Select Configure gt Address Book and select personal or system address books Chapter12 3 Contacts and Address Books a Configure Address Books An Address Book is a set of contacts that can be dialled or used in a Screen Pop search Tasks Edit yourPersonal Address Book Use the Address Book wizard to manage your Personal Address Book You will be able to create new contacts and delete existing contacts Import your Personal Contacts Use the Import Contacts wizard to import contacts from an external contact manager database Select Edit your Personal Address Book xa d from an existing Screen Pop database or added directly A range of contacts to be ntact then holding down the shift key and clicking on the last contact to be deleted Drag a column header here to group by that column Name a Company Phone 1 Phone 2 Mobile Database Brian Retell 643100 Unassigned Edit mike sh 123co 643100 Internal Edt Miss Katy Sharps 0845 123 1253 Unassigned Edit F Mr Andrew Robinson Southern Communi 0845 056 7686 l 07875 878607 Unassigned Mr Derek Smith Retell 01932 730893 01932779755 Unassigned Edit Mr John Feeney Odyssey Te
240. ication directly from your actions panel This can simply invoke an application or you can add a parameter to the application e g a filename Typical uses of this might include Chapter10 22 MyCalls Desktop e Providing a link to a route mapping website so you can advise on directions e Having a link to your email application or website e Link to a price list or range of product brochure documents Creating an action button Before you can configure an action button you must first put the action panel into edit mode by right clicking on the action panel and selecting Edit Creation of an action button is accomplished through right clicking the actions panel and selecting configure from the context menu This will bring up the action button configuration dialog Action Button Configuration Select the button type you require and then fill in the additional information Button Type Button Name Speed Dial l E Color Service Code Status Label Run Program See the how to sections below for more details on configuring the various action button types How To Create a Speed Dial button Select the Speed Dial option as the button type Edit Action Button Action Button Configuration Select the button type you require and then fill in the additional information Chapter10 23 MyCalls Desktop Enter a button name This will appear as label identifier on the button face Select a colour if required
241. ices 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 rolling 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 mi Configure Real Time Parameter Windows ce fit Real Time Statistics H a Single Value Gea Combination Values i Miscellaneous Real time statist
242. ics 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 screen area You can configure group or individual statistics grid views Extension Group Statistics E Drag a column header here to group by that column Day 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 Real time statistics displayed in the grid view allows you to display cumulative call statistics on users DIDs extensions pilot numbers DID groups extension groups pilot number 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 sho
243. ides 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 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 ACD Group e Summary All Calls by Agent 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 Overflowed Calls by ACD Group 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
244. ield 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 8 12 Telephone System Configuration How To Creating a range of Extensions From the MyCalls Telephone System Configuration screen Click Extensions Click Create a range of extensions 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 of Extensions Head Office 1 z Start Extension Number Type Unassigned Extension Group None 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 From the MyCalls Telephone System Configuration screen click Extensions Click Create or Edit an Extension in the Extensions configuration area In the dialog box that appears click the Edit button to the right of the Extension you want to edit Drag a column header here to gr
245. ight 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 2 You will then need to configure the reports options before the report will be run and displayed in the report viewer Using Report Items 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 e Deleted 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 2006 00 00 00 to 18 11 2008 23 59 59 Report Filtered To Show summaries for the device type Organisation Group Transferred calls are bein
246. igital Main Office Digital 26 002 Digital Main Office 005 Digital Cromptom Road Analog 8 006 Digital Cromptom Road Ta IP Backup Call Recordings Call recordings can and should be backed up to an area that can be taken off site 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 Chapter 7 23 Call Recording How To Configure Call Recording Backups 1 Select the Recording Backup button from the Call Recorder Configuration Dialog Retell Voice Recorder Configuration Es 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
247. iguration 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 v 0 2 B 6 K Minumum Subscriber Digits Maximum Subscriber Digits 3 8 Fixed Format Numbers eg xxx yyy zzzz No 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 Specify whether the numbers are fixed format i e the same number of digits for all numbers 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 e User Logins Pin Codes e Pilot Numbers 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 Organising and Naming Trunks We need to define trunks for the following 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 enoug
248. ime Statistics __Notes Drag a column header here to group by that column Enable Hot Desking Eddie car sales s For more details on extension configuration see the device configuration section Chapter 3 3 MyCalls User Environment 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 eae AS 2 Y Defaut All Trunks Head Office All Trunks Head Office Daily DEUD ee eo 14 00 15 00 16 00 17 00 18 00 19 00 20 00 Time HEB Outgoing MEM Abandoned MEM Incoming Pilot Statis Window Extension Status Window Name Reception Number 235 Available 0 OffHook 0 Ringing 0 Incoming 0 Hold 0 Other ACD DID Pilot Caller Code Time 00 35 40 Status Idle Name Max Number 301 DID Pilot Caller Code Time 00 35 40 Status Idle Drag a column header here to group by that column Date Time PBX From Device To Device Number ate Time ic l Costing Class Duration 29 10 2008 10 12 Head Office 235 Reception 001 001 188660150964313 de _ National 00 02 58 29 10 2008 10 07 Head Office 235 Reception 001 001 188660150964313 John nanain _ National 00 05 2 28 10 2008 17 53 Head Of
249. in as many Agent control groups as required Chapter 16 10 Agent Control How To Creating an Agent Control group 1 From the Agent Control menu select Create or Edit an Agent Control Group 2 Either click Edit for a group you want to modify or click Add a new Agent Control group 3 Specify a name for the group 4 Select users to include in the group type part of the users name for the user s to appear in the available box and click Add to move the user to the included users box NB Any user can only belong to one Agent Control group you will get a warning message if the user already belongs to another group asking if you wish to move the user to this new group If you click Yes the user will be removed from the other group Edit Agent Control Group ee Configure an Agent Control Group An agent control group should be named help others understand its use The Users list should contain all the users who are to be controlled by this group The ACD Queues list should contain all the queues the users are allowed to log on to The queue should be marked as a primary login queue if itis one of the main queues thatthe user logs onto during their course of work The Unavailable Code Group selected defines the unavailable codes available to the user PBX Code Name Head Office Sales and Retums Users Type part of a name here m Included users Mark Organisation a max Office admin
250. in Queue Label If enabled this will display in the window the CIQ label for the number of calls in queue value 15 Show Calls in Queue Value If enabled this will display in the window the number of calls in queue value 16 Show Longest Wait Label If enabled this will display in the window the Longest Call Waiting label for the longest call waiting value 17 Show Longest Wait Value If enabled this will display in the window the longest call waiting value DID Status z DID AGENT SALES Caller Trunk OTO Longest Call Waiting 00 00 00 18 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 19 Press Cancel at any time to abort the setup Queue Group status If you want to display the number of calls that have not been answered and are currently waiting in queue for one or more groups along with other head of queue information then a queue group status is required Chapter 5 9 Real Time Status Trunk Group Status z Drag a column header here to group by that column Column Chooser Group CIQ Longest War Caller Trunk All ISDN Trunks 0 00 00 00 All Private Wires 0 00 00 00 All TOPAP Trunks 0 00 00 00 All Trunks 0 00 00 00 Devices which support queuing should be grouped so that useful information can be obtained from them Trunks could be grouped according to function e g Analogue
251. incoming calls for the reporting period along with other useful data such as average duration of calls and average ring times normally a call which is connected and then transferred to another extension would be counted as two calls Consolidating would treat them as a single call Group Summary Created On 21 11 2006 14 51 14 Covering Pernod 01 08 2008 00 00 00 to 30 06 2006 23 59 59 Report Filtered To Only include call types Incoming or Incoming Abandoned or Incoming Transferred show summaries for the device type Trunk Transferred calls are being reported as a single call Number of Calls Average Duration Average RingTime Num Long short Group Ans Abd Out Tir Ans Qut Ans Abd Waits Cals Calls Head Office All Trunks 29 091 3 5435 0 3202 00 02 48 00 00 00 00 00 19 00 00 49 0 0 756 Call rates Using time profile reports we can get a breakdown of call statistics for specific intervals during the reporting period These intervals can show us how call rates vary for each day of the week or they can be very specific by analysing the call statistics for each Half hour of the day over the reporting periods This particular report accumulates all the data for the respective intervals over the reporting period so if you were reporting on Day of week the total calls for Monday would be the total calls for all Mondays in the period The following graph is compiled from an exported MyCalls report showing genuine data for 1 month of
252. indow 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 oo All Trunks M c re a LCL Show Summary Edit Title Font Visibility W Show Title 7 Show Calls In Queue Label V Show Calls In Queue Value 7 Show Trunk 7 Show Longest Wait Label V Show Usage IV 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 19 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
253. ine address DOORS patentee EE 1 See TOM O E ane a E AEE E E A EETA A S T AN 2 NW TOW COC 01S aN rar E EEEE EE EEEE 2 Editanaddress DOOK enti y tana casas teeecennoneaecessesecsassnens EREN ENNE EE 2 Dialling from the address book entry ssssssessssensereresrrrsssreresrrrrssrrresrrressreresrrereseeresererssrereserereseerese 3 How To Edit several contacts essssesesssserresssseresssreresssssrresssseresssseeressseeressssrreessseeressseereesseeereese 3 Importing from screen pop CatabaseS ccccccsssccccssseccccseccccenseccceesececseeceeeeusecessueceeseneceessgsecetsuneees 5 UEU e E EE E EE E waste cease E EE 5 How To Importing a personal screen pop database sssssesesseessrersseessrresrrrssressreresrresrersrrresreesee 5 Configuring Address books using MyCalls Desktop s sessssessessssrnsesrrrssrreresrrressreresrrresrrrreserreserrreseerese 5 Manualentry of contact dala a ercarcrecta cathe a ee cnnretecacasoceaacncestenscdecesnoonstuacauvarescasestesadecsensaaset aaaneeoeseeeetasaes 6 Manal iNe SSE SI OC Sacer ae ction saeco EA 6 Configuring the internal contacts lists for SCrEEN POP PULPOSES cccccessececcesecceceeseceeeeseceeeeeceeeeees 7 How To Configure an internal contact SCFEEN POP cccccccseseccccesecccceesececeeseceeeeescceeeuecessuneceeseees 7 Call Control CONTPULATION SUMINI Y vvchicseiiticccsiacsaedenteccoeasienapsahbledoaavactseiietewnsdesaeteeteieiaaen 9 Basic FS Ca EVO Oh saeco cetesas cece cgies
254. ines 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 telecommunications 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
255. ing Next displays the final screen of the wizard 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 met and any of the number caller account code conditions are met MW Include Outgoing Calls At least one of Incoming Outgoing Internal must be checked E Include Internal Calls Alarm on calls lasting more than 15 minutes or E Alarm on calls ringing for more than 9 seconds or E Alarm on calls costing more than ep 9p Numbers Never alarm on numbers Alarm on any number or no number gt Only alarm if the number is in the list 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 net in one of the groups in the list Account Codes Never alarm on account codes gt Only alanm 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 14 10 Alarms Toll Fraud Alarm Configuration Wizard boka Toll Fraud Alarm Wizard This page allows you to specify the acceptable call durations and costs that apply to th
256. ing 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 alarms monitor the status of the system This falls into two parts Chapter 14 3 Alarms 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 processo
257. inimum 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 i Ariens Calls i E Minimum Wait 4 E Maximum Wait 11 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 Incoming calls GEM Outgoing MEM Abandoned MEM 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 Re ep f Calls 2 E Z Time 5 Repeat this unti
258. ion Codes can be entered after each call to identify the purpose and actions taken for each call Users can be grouped together according to their primary skills and automatically logged on to the appropriate queues when required Because Call volumes can vary enormously throughout the day you will need to be able to respond quickly to fluctuations in requirements Agent Control is one way you can do this directly from your MyCalls screen Note The use of completion codes does not require the user to be logged into ACD call Queues Call queues are queues within the PBX switch which can hold incoming calls Prior to being placed in a queue a call may go via one of the following routes e The call is answered by an auto attendant which will direct the call to the most appropriate queue by asking the caller to enter a series of digits from the handset e The caller may have dialled a DID number which is automatically associated with a call queue e Alive receptionist may route your call to a queue using a Pilot number A queue can be in the form of either a Hunt Group or an ACD queue Hunt groups are a defined set of extensions which will respond to calls in either a collective ring all phones ringing simultaneously or a sequential ring each phone rings in turn Collective rings can Chapter 16 1 Agent Control lead to indecisiveness if more than one agent is available Sequential rings can lead to longer wait times as the call ha
259. ion about who will be using the telephone system and how their roles are organized Chapter 8 1 Telephone System Configuration 4 QZ N 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 menu you can access the configuration screens using Configure gt Telephone Systems gt PBXs To configure Devices Call Recording Groups call control or Agent Control Double click the PBX in most cases there will be only one PBXs 5 Head Office Call Recording E Agent Control a Call Control Devices 8f Account Codes DIDs JE Extensions Pilot Numbers fT Trunks 4 amp User Logins PIN Codes Configuration Essentials
260. ion groups from the organizational group s selection box to include multiple group s user statistics in the window Organisation groups are configured through the organization setup screen Select the window type i e detailed summary or overview described previously With the detailed and summary variants of this window you can add additional column fields using the Column Chooser button Removing a column is simple by holding the left mouse button on the column header and dragging the column out of the window then releasing the mouse button The overview variant can have the Short Names option applied which will then display abbreviated name of the user see user configuration You can change the style of the font for the detailed and summary windows separately using the Edit Summary Font and Edit Detailed Font screens Click OK Queue status and Queue group status When dealing with Users and Extensions we can only view their current status i e what is happening right now When we are dealing with DIDs Pilot numbers and Trunks however we want to see the amount of calls waiting to be answered When calls are waiting to be answered we refer to them as queued calls This can apply to the following situations e Where multiple lines are calling in on a single number DID for example e Where multiple calls are incoming on multiple lines and waiting to be answered e When calls are being queued within the PBX as part of an ACD syste
261. iple calls simply select the 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 7 12 Call Recording UI U all Wal Export Calls For Demo PBX HE Outgoing EE AD Today e C Users Alan Documents Filename Prefix Drag a column header here to group by that colum Date _ Time _ Number amp Users _ n 1 Date Time From Device File Format ra a amanan M E a A Windows Media Audio WMA F M akeh o as lane Ga 215 Howard Car 5 236 Dora Fenner 01644036640 i Dora Fenner i New Galloway Export Status Chapter 7 13 Call Recording Playback Controls Proviaus Rewind Play Stop Fast Forward Next Section DS ee ae 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 hold to fast forward the call e Previous Section Next S
262. ired to keep a manual running log of the time they spend on the phone with their clients or on their client s behalf Billing departments are then required to manually post the time and corresponding costs With MyCalls this entire process is automated First each active customer is assigned an account code which is entered into the phone at the end of a telephone call and recorded by the call accounting system Then account code or ad hoc reports can be run to verify the time spent on the telephone for that account Brokerage Brokerage companies can use MyCalls to monitor the calling patterns of the sales staff usually ona daily or weekly basis Often these call patterns are used in conjunction with a client s portfolio If a broker has not made enough sales calls or is spending too much time with a client who has not purchased any stocks a call this will be revealed Another important use of MyCalls is the storage of historical call information Suppose a client calls to order a particular stock and then the next day when the stock s value declines the client denies purchase of the stock For litigation purposes companies can review the historical call records and retrieve a record of the actual call Misuse of the telephone system Installation of MyCalls often has a significant effect on reducing employees misuse of the telephone network In fact many companies see a large reduction in the number of personal telephone calls as soon as
263. irtually one click operations using the built in report items saving you time and effort to produce very in depth information Of course you may want to distribute these reports across the organization automatically using the MyCalls report scheduler Handling outgoing calls Outgoing call metrics are clearly different to incoming There are no ring times to consider and call routing is unnecessary Timing of outgoing calls is important Picking the optimal times to make calls depends on customer behaviour and also availability of trunks from your PBX To develop the optimal call patterns you can use MyCalls reporting statistics in a variety of ways Measure call volume and trunk usage Profile Abandonment rates for outgoing calls on hourly and daily basis Compare Abandonment with durations for hour of day day of week etc Analyse call duration talk time for extensions within various groups Longer call times can indicate that the extension is taking longer to close a sale Look at average call durations and where specific calls are longer or shorter than this based on time of day and extension number etc MyCalls provides a single system that can consolidate call traffic information for each site and allow easy Comparisons between them Out of hours operations If you operate out of hours or need to handle out of hours calls in a special way MyCalls can be configured to give specific reports on this data Like the routing of calls to
264. is is rolling time period for the previous 60 minutes from the current time 8 Interval Period After selecting 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 Ed Drag a column header here to group by that column Column Chooser J 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 0 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 13 Real Time Statistics Single Value Windows Single Value windows are designed to display a st
265. is means you have created a list of allowed members e g anyone in the list is allowed to make mobile calls 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 14 11 Alarms 9 Never alarm on numbers Alarm on any number or no number 6 Only alarm if the number ts in the list G Only alarm if the number is not in the list Never alarm on callers 9 Only alarm if the caller is in one of the groups in the list 9 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 6 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 Emergency Alarms H Toll Fraud Alarms Callers Alarms Se Status Alams aA Real Time Notifications Caller Alarms Caller alarms allow you to define an alarm that wi
266. itle Graham GP manager a di rs a ie User Role Inganisation Support Department Support Department User m Password Created By Last Modified By er KELMAR SOFTWARE mike KELMAR SOFTWARE mike Email Address Creation Date Last Modified Date 01 07 4009 15 59 29 O7 07 4009 11 44 77 J Enable for Hot Desking Call Control 7 Enable Real Time Statistics Basic Notes Call Control User Settings Chapter10 32 MyCalls Desktop How To Configure a Call Control group From the main menu Configure gt Telephone System gt PBX gt Call Control Select Create or Edit a call control group Either click Add a new call control group or if an existing group is already configured you may edit the group by clicking the Edit option displayed alongside the group name Edit Call Control Groups Edit the Call Control Groups To edit an individual call control group click the edit button for that group Name Managers Sales Staff Add new call control group In the dialogue you may specify a group name and add users to the group by specifying the user name selecting the user s and clicking the Add button Only users enabled for call control will be available in the Users list Edit Call Control Group Ea Configure a Call Control Group A call control group should be named help others understand its use The Users list should contain all the users who are to be controlled by this group PBX
267. its separated by symbol HH HHHHH H 44 1606 541237 International with parentheses in the number Search Fields Lists the fields in the contact database which could potentially contain telephone numbers These are the fields which the screen pop will search in order to match the target call The fewer fields searched the faster the search will be Assigning fields for the screen pop viewer The Unassigned Contact Manager fields list shows all the fields in the target database which have not been assigned to the screen pop viewer These fields will not be shown when the call is shown in the viewer The Assigned Contact Manager dialogue contains two lists on the left there is the contact data list containing the available MyCalls call viewer fields These consist of twenty one fixed and ten custom fields The fixed fields include Name Address telephone notes record ID etc The custom fields are freeform fields which you can use to display application data as required e g credit limit or account status The right hand list Database Field lists the fields from the CRM or Contact manager database These can be assigned to one of the internal contact viewer fields It is likely that the 3 party database will contain many more fields than those available for the viewer therefore any fields not assigned to the viewer are marked as not mapped Any fields which have been assigned will be visible in the viewer but only if ther
268. ixed additional COStS sesseueesenssrersssreresrrersrreresrrressreressreresrereserersseereserereseerese 4 Faune FPEO rUn C OS aeie A E E E AA 5 How Tot Editing fixed Trunk COSTS se ies ccccuta acepctn sau e nE E EA TA 5 Editing Fixed Extension COSTE tarcarre ene anaaysacenenestneatoce E NENE EE EEEE 6 MyCalls Advanced Call Management System HOW To Editing nixed Extension COSTS nania a a a 6 Handilin Go 5 see en nr en EE AE EE E E E een 7 Editino User COSTS nsanra E A N 7 HOWTO ECILING User COSTS oinen A a a E a S 7 Editing Randine RULES rainne weccecewsnecacu cn soeaiarcaenaces nd ow abe ees 8 HOW TO Editing HandiiNhe TUIE S civics nautduiiadisti a a 8 Editing Extension Handling COSTS taei e E ETEA E T aa 9 How To Editing Extension handling COStS ns2 42cs eee a 9 Editing ACCOUNtCOde Handie COSES sisiccsiectinacct i sicectadiganeteisantauhuahesaduseodtae inne EE NA 10 How To Editing Account Code handling costs ccccesecccssecccesceceesceceececeeceeeneesaescesauecesseceseness 10 EGiting DID Haine Cost snc techoge cites cr a a a a S 10 HOw To Editing DID MaMGMne COSUS sericea test cates nnna eaaen Cass vee Wocea wa tebeataa trae es ede ae em bl eee 10 Editing Pilot Number Handling COSts sissies oni oa 11 How To Editing Pilot Number handling costs ccccesecccssececeseccesceceececeeceeeeeseeceseeecessneceseness 11 Loca on SUCCINIC COSTS maaa Runa eatin ed abatee dian a 11 BGI LOC al Ab eds C Ode exacs a te
269. k usage report for the same period as the previous graphs This indicates the times of day when the most trunks are in use are between 10 00 and 12 00 and between 14 00 and 16 00 This ties in with our usage graphs above but we now also know how many trunks this may be using simultaneously in a given period If this is approaching the maximum trunks available then we may have to factor that in when we produce a forecast to avoid unnecessary busy signals due to the trunks operating at maximum capacity Report Filtered To Only include PBX Head Office Only include trunk groups All Trunks Summary of trunk activity arranged into time intervals of 1 Hour Report ordered by Utilisation Maximum First Time at Interval Period Trunks Maximum 26 06 2008 10 00 00 26 08 2008 11 00 00 24 26 06 2008 10 19 56 26 06 2008 11 00 00 26 08 2008 12 00 00 29 26 06 2008 11 36 01 26 06 2008 16 00 00 26 08 2006 17 00 00 24 26 08 2008 16 46 51 18 08 2008 10 00 00 18 08 2008 11 00 00 2T 18 08 2008 10 53 43 16 08 2008 11 00 00 18 08 2008 12 00 00 24 16 08 2008 11 31 46 16 08 2008 16 00 00 16 08 2008 17 00 00 23 16 08 2008 16 03 54 26 06 2008 09 00 00 26 08 2006 10 00 00 21 26 06 2008 09 11 12 27 06 2008 10 00 00 27 08 2008 11 00 00 22 27 08 2008 10 19 01 OA 08 2008 15 00 00 04 06 2008 16 00 00 20 04 06 2008 15 50 39 04 08 2008 10 00 00 04 08 2008 11 00 00 26 04 08 2008 10 29 30 OAL 08 2008 11 00 00 04 08 2008 12 00 00 oe OA406 2008 11 55 46 06 08
270. l 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 Chapter 17 41 Reporting e Max outgoing handling e Overall cost e Profit 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 Custom 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 Incoming overflow e Long calls e Long waits e Offered e Outgoing e Outgoing conference e Outgoing network e Picked up e Ring no answer e Short calls Chapter 17 42 Reporting e Transfer count 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 Incomin
271. l a Running Call Recording Backup 1 Select the Recording Backup button from the Configure Call Recording Backup Dialog Backup Folder on Recording Server F CallRecording Backups 2 Cancel Running Backup 3 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 7 25 Call Recording Chapter 7 26 Telephone System Configuration Chapter 3 Telephone System Configuration Configuration options Before you can use MyCalls you will need to configure the application 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 calls 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 informat
272. l 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 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 4 12 Real Time Status Chapter 5 Real Time Status What are Real Time Windows A real time window is an on screen display of a value that is calculated there and then from information collected from the PBX These windows can be used to display information on the following single and group items Single Items Groups DIDs Trunk Groups Extensions DID Groups Pilot Numbers Extension Groups Users Pilot Number Groups Trunks Account Code Groups Organization Groups There are four types of real time windows you can create to displ
273. l you have the desired selected area Te 6 To return to the original graph click the minus fed 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 to create a separate window for each type of group from DID Pilot 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 Pilot number groups e Trunk groups e Extension groups Extension Group Statistics Drag a column header here to group by that column Column Chooser PBX Group tAns ss Abd Out_ lint Gos Abidos Head Office AllAnalogPhones O o 0 0 000 000 Head Office All Announcement P O O O O 000 000 Head Office All Auto Attendants 0 0 L iit 00 0200 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 e Pilot numbers Gos A
274. lds are available for entry Some are mandatory fields for successful setup whilst others are optional inputs PBX Code Number of Pilot Numbers Head Office 1 z Start Pilot Number Type Unassigned y Pilot Number Group None Number of Pilot Numbers Enter here the number of pilot numbers you wish to create in the range Start Pilot Number Enter the number to start your pilot number range from here Pilot Number Group You can select a pilot number group to group this range under The values in this list are configurable under pilot number Groups The default value is None Click OK A block of pilot numbers will now have been inserted into the Configured Pilot Numbers list box You should configure these pilot numbers with appropriate name pilot number types and groups using procedures described later in this topic before clicking the OK button to complete your pilot number creation process Note that the pilot numbers you create should correspond to those configured in the telephone system How To Editing existing Pilot Numbers From the MyCalls Telephone System Configuration screen click Pilot Numbers Click Create or Edit a Pilot Number in the Pilot Number configuration area In the dialog box that appears click the Edit button to the right of the pilot number you want to edit In the second dialog box that appears configure a Name for the pilot number and if required select a Pil
275. le or as complex as you wish to make them It simply depends upon the needs of your organization 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 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 amoun
276. le 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 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 Announcement A
277. lecom 07724666666 Unassigned Edit Mr John Smith Corporate Pharma 643100 Unassigned Edit w Mr Mark Kelly Unassigned Edit Mr Mike Holland Retell 01932 773843 01932779755 Unassigned Edt Mr Mike Sharps Kelmar 01606 814656 07737 888109 Unassigned Edit k Search ok Cance You can modify many values directly in this screen or click edit to bring up the contact details screen This window also allows you to add a new contact and to delete contacts You can select one or more contacts and delete the selection delete all contacts or delete unassigned contacts Unassigned contacts are those not associated with an existing screen pop database as a result of that database having been deleted from the configuration Chapter12 4 Contacts and Address Books Importing from screen pop databases Normally you will add contacts to an address book by importing from an external source Before you can import your contacts the external contact database must be configured either as a system or personal screen pop database System databases can only be managed by a pbx administrator J uic tip Import your most used contacts from an external database where possible This speeds up searches and reduces loading on network resources etc How To Importing a personal screen pop database Select configure gt Address Books Select Personal in the top left dialogue then select import your personal contacts a Configure Address
278. led 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 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 possible 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 diallin
279. lines available Chapter 17 9 Reporting Using Report items E Report Distribution Lists Report Templates J Report Items Custom Reports H Daily Reports Monthly Reports E Weekly Reports gy Report Schedules How To Creating a Report item Select Report Template on the left side of the configure 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 17 10 Reporting How To Creating a Report item group Click Reports Click Report Items on the left side of the configure reports window Select the item you wish to create a group for e g Daily Agent Activity Click Chan
280. list You can select multiple callers by holding down the control key ctrl as you click on the rows Billy Bruce Press 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 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 13 3 Callers B Callers J R Caller Groups A A All Business Callers fal All Callers fa All Personal Callers A Unassigned Callers 2 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 P
281. ll trigger if a caller has not contacted you or you have not contacted them within a specified time 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 x has not 7 made contact J been contacted F using account code white Goods on a call lasting more than 0 gt minutes inthe past day week month The check should be made at 12 03 on Fri the 1 day of the month Chapter 14 12 Alarms Status Alarms Status alarms are triggered if the number of calls waiting to be answered or the amount of time they have been waiting has exceeded an acceptable limit They are also triggered if a user has entered any of the rest states too many times between logging on and logging off or if they stay in a rest state for too long a period Status alarms can be set for e Queue Status e Longest Wait Queue Status Alarm These alarms can be set to trigger if the number of calls waiting to be answered is too high or if the wait time of the longest waiting call is too high Trunk Groups Calls In Queue E Longest Wait Maximum number Maximum time Trunk Group 0 z D0 00 OOF All Analog Trunks l DIDs Calls In Queue Longest Wait Maximum number Maximum time DID Pilot Num
282. llows How To Create a playback Sequence 1 From the layout menu select Screen Layout Pages gt Display Sequence Display Sequence Configuration S 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 Name Time s Stats ere PRET T ETT nt PEEP OPER TT EPR e AAAA TT agi gye Defut ss E Mowe Down ox cae Using the displayed dialog select each page you wish to display from the available pages list As you select each page click the select gt button to add the page to the selected pages list 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 4 To remove a page from the list click the deselect lt button Chapter 4 9 Screen Layouts 5 When you have made your selections click OK 6 You can view the pages now by clicking the play icon from the main menu as shown below gt Auto Play Chapter 4 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 s
283. ls Welcome to MyCalls the Call Accounting and Management application which puts you in control of the communications into and out of your business With MyCalls you can measure all aspects of your telephone system and ensure that the management of your telephone system is kept within the boundaries that you set Not all features described in this manual are available for all versions of your telephone system or are available in the features enabled within the product license As an example all ACD related features including Pilot Numbers are only available on Aspire or SV8100 versions and have MyCalls Call Centre installed For upgrades to your license please contact your reseller MyCalls contains the following components Call Logging See at a glance all the important information you need to manage and plan your telephone communication strategy Call Costing Set limits on call costs and staff costs associated with your calls Comprehensive Alarm Functions Manage by exception This gives you more free time to attend to the important matters of your business knowing you will be alerted to problems only when they occur Sophisticated Reporting Gives you summary and detailed analysis of the telephone data you can gather reports on call data user activity response call volumes comparisons of call data Device usage ACD queuing and routing in fact all aspects of your phone usage You can also create completely customised reports showing
284. ls Total Calls Chapter 17 5 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 41 CoveringPeriod 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 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
285. lude users in this group You can specify full or partial numbers to include in the alarm conditions At this point 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 e lgnore the alarm if the number appears in the list Chapter 14 9 Alarms 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 Click
286. lyzing 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 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
287. m Queue status windows can either give information for a specific queue e g All Trunks or Sales DID this is known as a queue status window Alternatively you can view one or more groups of queues in a single window This is known as a queue group Status Queue status A real time queue status window represents a statistic calculated in real time as each event is processed for a given device i e DID Pilot number or Trunk These windows are displayed as a current value such as the number of calls waiting to be answered at this moment in time Chapter 5 7 Real Time Status Longest Call Waiting 00 00 00 The method for creating queue status windows is the same for DIDs Pilot numbers and Trunks The following is an example for the DID configuration How To Configure a DID queue status window 1 From the View menu select the option for Real Time Information or select the _ icon from the main toolbar 2 Expand the Real Time Status section by clicking the to the left of the text and then expand the DIDs section Highlight the Queue Status option by clicking it and in the right side of the window 3 Click the task Create a New Queue Status View 4 The Real time queue status configuration screen will be displayed Eae Real Time Queue Status Configuration Select the device group to view The status is filtered to show only values for the type you h
288. m 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 Please select the dates over which you would like the alarm to be active asneassesseesseasas an EANA nd 467 A ENN 16 2UUS fel a 16 10 2008 Feeeeeeweeeee iesse Please select the times during the isnt you would like the alarm to be active Always i ms OD no gt a Between these times Bact c ace B Please select the days on which you would like the alarm to be active Every day On these days J Sun V Mon V Tue V Wed V Thu v Fa v Sat Chapter 14 14 Alarms 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 minutes 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
289. me to ANSWED sssssssssssesssssseressssrersssssrressssrresssserreesssreresssreressserresssreresseeereessene 41 C stom Summary Reports COSI S ci c cccansss ssuanaacuatacsdndunencenaneaneehusacoianentersintaseouescmacearaiucsuesuetaaseetuceiss 41 GSTS eal ie csc E auton ee cece cesaamsuauapneatostaaueaseesansneetuausasmsnousiinsd E A 41 Category Counts Category Totals Category Averages ccccccccsececseccessccenceeeeceeeceeeeeeeetenseneuss 42 Custom Summary REPOS Call COUNTS creerse aana E EE ea E EEEREN EEAS 42 RNE ISU ONN S eezaeh cocanneasacaeaecentasessontee E EEE EEE EE E antes vecsutasaeeenes 43 Custom Summary Reports Call Count Percentages ccccceecccseccceeccenecceuseeeeceeeeeeeetenseteuseeeeeeees 43 Custom Summary Reports ACD USerS sessssessssnssserrserrressreressreresrrressrrrsserressrereseeressrersseeresereeeseeee 43 Custom Summary Reports PerformanCe ssssssssesssrrresrrerssreressrerssrrressrerssreressrerssetreserersseereserersseeee 43 Custom Detailed Reports Genel ale cisnc avercjscsncceandsesensectaetoudedanatoucssaieneedaseaunntyeuencdeeuetsaucanedoantseanebecnes 44 Custom Detailed Reports TrunksS cccccscccsseccesscecesececenececeneceeenceceenceseeceseneceeeeeeseceseuecesseceneness 44 Custom Detailed Reports Extension ccccsscccsssccceseceeesececsecceeseeceececeececeeceseeeseescesauecessecenenees 44 Custom Detailed Reports DIDs Pilot numbers Account codes Callers
290. 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 be 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 14 17 Alarms Available Severity Levels Info
291. mouse button and the toolbar will automatically dock onto the application How To Undock the toolbar Click on the dotted docking area of the toolbar a MyCalls Layout Configure View Reports Extn 301 301 mike Idle Drag outside the application window Release the mouse button to drop the toolbar onto the desktop To re dock the control toolbar simply drag the toolbar over the MyCalls application and release the mouse Chapter10 4 MyCalls Desktop Using the MyCalls Control toolbar functions 49 MyCalls Desktop o ees A a 4 rt i E HH sle amp P a amp oe gt f X J x H z Dial Recall Retrieve Callback Off DND FWD Barge In Operations Options Extn 200 200 mike Idle 00 16 45 Dial Call another phone by entering a number in the dropdown box and either clicking the Dial icon or hitting the enter key 3 MyCalls Desktop 477517 HH Dial Answer Han Extn 200 200 mike Idle 00 16 45 Alternatively clicking on the Dial Icon pops a dialogue asking for the number to dial Simply enter the number and click OK to initiate the call Answer simulates picking up the extension handset Depending on the phone type the external microphone and speaker may be enabled ap Hold Recall Puts the extension on hold or recalls a call currently held iia i F a j Peni At Hold Transfer Allows supervised or blind transfer operation Supervised will keep the
292. mport required external database contacts into the internal address book Configure internal contacts database Your address book contents as a personal screen pop interface if required Chapter12 9 Contacts and Address Books Chapter12 10 Callers Chapter 1 3 Callers Introduction to Callers FEM 4 Caller Groups Q All Business Callers u All Callers fi All Personal Callers fi 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 Per 4 Caller Groups AB All Business Callers iB All Callers iB All Personal Callers Chapter 13 1 Callers 1 At th
293. n 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 08 Cost More Than Cost Type 0 00 Call Cos Group Items on Report By Dialed Number Order Output By Time of Call Custom Reports Chapter 17 37 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 standard 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 E All Analog Trunks E Email Handling a E All ISON Trunks
294. n 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 2B Organisation lA Office admin E 3 Customer service A administrator 3 Mark AA 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 group 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 Drag a column header here to group by that column Name Enable Statistics administrator 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 grou
295. nae nowedore 25 Petaland ummary GOD OFS naea Sencea te cates tales Seals eaten Sues ree Wiese r 25 How to Configure a call details or group summary Report cceccccesseccecesscceeeeseceeeeeceeeeeseeeees 26 Reports involving time intervals and profiles ccccccsssecccceseccccesececeesececeeeeccesseeceseuecesseeeeeeten 27 CalliSumimary OVEr SAMO INTOIVAl miari geet casei cicddeunieadaedb a 27 Call Summary Time Distribution Report cccccssccccsseccessccceececeececeeceeeneeeeeseeseencesseeceteeceneneeees 29 call typesu ummary Compan SON enina ee cosa nt a Saale ecies Sense san aca eee Re ee eee eee 30 Group SUMIMALY TIME Drole aenar setec oscars eres oe ie a tice cc N OTN 32 Special USAGES REPOT vissesaet usec nccsciad shad catha da cme win E aadecatadeauanasmedioieats 32 CUISEO INR GOMES easi a caucuncncm vaneduamensbcatwtaitace mace ncaan E ATN 37 Whati a Custom REDOM dea eee nea een are a ee eee 38 How TO Setup a Custom RE DOME iscdesccagssaisweais duis E ca noose eats deheaewe a 38 CUSTOM REDON Parameters coe iret ies oe dee eed on ace neu adie cides a a 39 14 MyCalls Advanced Call Management System Custom Report Parameters fall into the following main categories cccccccessccccesseceeeeseceeeeeeeeeees 40 Custom Summary Reports Call Durations ossicicderasevanceSschaswcsstuelscwndvbadownssdeasahecbiiersavednovasebslasasevencsbens 40 Cak EE ATO 11S GIS NE T a E E E E E E E NE 41 Call Durations Ti
296. ned below PEX Code Number Head Office 100 Name Default User 100 Mike Organisation Ee Type Extension Group IP Desk Phone Support extensions Voce Mail Timeout Seconds J Enable for Hot Desking Enable Real Time Statistics 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 Type Select the extension device type from the drop down menu 12 Voicemail Timeout If the Type f
297. nformation 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 monitor the file for changes or check it periodically Note that network files cannot be monitored and must be checked Import From Display Type gt XML File Data Source 5 Single Value Grid Database Database Type Refresh Time 5 SQL Server l 5 5 Connection String Data Source v MJSW 7 Servers kss lnitial Catalog 5ales Fersist Securty Info Test SQL Statement select from dbo Sales Values order by Sales Value Desc Title Operator Data Font Header Font C cence 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 m
298. ng No Answer ROI Return on Investment SBR Skills Based Routing SL Service Level SLA Service Level Agreement UCD Uniform Call Distributor VoIP Voice over Internet Protocol VPN Virtual Private Network VRU Voice Response Unit WAN Wide Area Network Chapter 20 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 into 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 availab
299. ng the MyCalls Desktop standalone product then you will be presented with a different interface to the normal MyCalls with Call Control The interface whilst similar to the main MyCalls product lacks the majority of the call management features and focuses only on the features related to operation of a call control desktop application The features available are as follows e Call Control Toolbar e Call Logs e Unreturned Call Logs e Actions Panels e Address Books e screen popping The operations of the above features are as described in the preceding section of this manual With the desktop only product you can view the interface as toolbar only or by selecting the Expand option from the toolbar options you can view the main panel and status tabs which enable the other features 49 MyCalls Desktop bol a E HH amp HH de a X amp r a S Wy y J z z Dial Recall Retrieve Callback Off DND FWD Barge In Operations Options 05 29 06 Operations Speed Dials App Shortcuts U5 Calls UE Unretumed Calls 4 Actions amp Address Books The MyCalls Desktop interface The Toolbar options icon contain some additional options shown here which allow configuration of the personal screen pop settings and personal address book settings These allow access to the creation of personal screen pop interfaces and address books as described in the configuration section for the normal MyCalls product Chapter10 13
300. nks E Al TCP IP Trunks Select None All Trunks Unassigned Trunks hi Grade of Service Group Detail Created On 24 10 2008 15 24 39 Covering Period 01 08 2008 00 00 00 to 06 08 2008 23 59 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 PBK 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 08 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 Chapter 17 22 Reporting 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 or
301. nsion devices Extension Groups to Include All Auto Attendants All Cordless Phones IN Select All Ke el Phones F All aranes sen Select None All Non PBX Phones Include Deleted Extensions Type part of a number here Included Extensions 300 5 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 could include a complete group or a single extension Any items not included in the filter are excluded from the report Chapter 17 18 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
302. o analyse caller activity based on the number dialled You can assign different response requirements to different DIDs based around department staffing or how long you believe a caller will wait How long a caller will wait is dependent on a number of factors such as purpose of call urgency of the call time of day time of year Clearly a call to an emergency doctor service will wait longer than a casual enquiry You can analyse call volumes across different times broken down into DIDs to give you a picture of your caller s patterns of behaviour and then tune your response and staffing accordingly Follow up unreturned calls It is inevitable you will miss some calls but MyCalls enables you to ask under what circumstances and examine why you are missing calls The most important issue however is when a call is missed are you able to return that call MyCalls automatically keeps a log of unreturned calls for you so that you can follow up missed calls J BQ ic tip Before you start to develop a strategy to increase the length of time callers are prepared to wait you need to be able to measure your call volumes at different times of day days of week and seasonality over the months of the year All this can be done using a variety of reporting mechanisms which Chapter 1 17 Welcome to MyCalls Mycalls provides e g Call volume analyses Line usage DID analyses call profiles over time of day day of week etc and these are all v
303. o 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 number 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 atone Toll Fraud Alarm Wizard Please enter a name for this toll fraud alarm so that others can easily identify it Name 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 also associate the alarms with an Alarm Distribution List to define who will
304. o increase then it may be indicating a downward trend and the need to increase the number of agents in order to clear the queue Service Levels Answer times Abandonment times These can all be displayed in a single group statistics window Agent or Extension status Shows the current availability of agents or extensions On its own this is not particularly useful and needs to be displayed in context with the current queue status Chapter 1 14 Welcome to MyCalls Real Time alarms These can be used to indicate a wide variety of conditions such as when queue sizes are growing wait times are increasing or service levels are dropping and call rates exceed certain values How to group on different devices Trunks Examine overall usage of the phone system Volumes of calls through different routes e g GSM gateway ISDN pots etc Extensions Fixed departmental stats Breakdown by extension groups or individual extension Pilot ACD queues Analyse performance of ACD groups How well does my ACD grouping work Abandonment rates durations service levels DIDs Distinguish reasons for calling Tune responses to calls based on call type Set different service levels for different DIDs depending on how long a caller is willing to wait Users Can better reflect the organisation for reporting etc Enables call recording rules Agent control is possible more control over ACD handling Hot Desking allows users to log onto different ex
305. o 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 i Call Recording Y Agent Control Call Control fy Devices Groups 8f Unavailable Codes re Pe Pe Pe 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 l 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 12 Select the user from the list and click select 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 Chapter 8 7 Telephone System Conf
306. ocess Chapter 14 15 Alarms Email Email Addresses somewhere somewhere com a 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 z 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 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 14 16 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
307. of Call Types to Include Together Unknown E Unknown F Incoming Select All Z Incoming Select All Incoming Conference Incoming Conference E Incoming Abandoned eee Incoming Abandoned S Incoming Abandoned Voice M Select None Incoming Abandoned Voice M Select None Incoming Transferred T Incoming Transferred T 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 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 Availability Reports User Availability Displays a summary of number of times and average time spent in various states Logins On Call Wrap Up Unavailable DND User Availability Created On 24 0 2008 15 00 45 Covering Pernod 24 10 2008 00 00 00 to 24 10 2008 23 59 59 Report Filtered To
308. of a digital nature Digital Desk phones IP Desk phones All non PBX phones Cellular phones land lines or pagers where a bill can be imported All system phones by a user All user PBX phones All extensions a user can answer i e it excludes system phones All user phones All extensions a user can answer including non PBX phones All Voicemail ports All extensions which record messages left by callers Pilot Number groups Chapter 8 23 Telephone System Configuration Unassigned trunks Any trunks with type set to unassigned 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 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 inco
309. of business does MyCalls cater for MyCalls can be configured to suit any size of business from a small 5 10 extension telesales business to a nationwide network of call centres Mycalls has been deployed in virtually every market sector including Banking amp Financial Call Centres Motor Sales amp Car Hire Insurance Legal and Accounting services Retail Telesales Brokerage Hotel and Leisure Doctors amp Healthcare Airports Local Government Schools amp Educational Chapter 1 20 Welcome to MyCalls The following are just a few examples of how the software can be deployed to improve different business Telemarketing Companies In telemarketing organisations the sales or support results of individual employees can be compared to the number of calls completed In addition demographic data can be obtained from MyCalls by generating a custom report custom call details reporting on the locations area codes called in order to determine whether a specific telemarketing area is receiving too much attention or not getting enough Managers can also use call accounting reports to compare the amount of time employees are spending on the phone versus the number of accounts that are being served or the new business that is won DID reporting provide analyses of calls by the number used e g marketing companies rebilling for customers Professional service In most professional service organizations employees are requ
310. og enter Code Number Name and a Short name 2 digits Chapter 16 8 Agent Control 5 Click OK Creating Unavailable Code groups It is important to keep track of who is available to answer calls at any given time Equally it is important to be aware of the current status of any staff currently unavailable Unavailable codes enable us to do this When a member of a team becomes unavailable they must specify a reason via the unavailable code selection from their agent control toolbar One problem that may be encountered is that of providing different sets of unavailable codes for different groups of staff Supervisors for example may be able to attend meetings or review calls whereas telesales staff may not To accommodate this requirement we can create groups of unavailable codes Typical group settings may be Supervisors Codes Break Refreshments Meetings Call Query Sales Agents Codes Break Refreshments Call Parts Dept How To Creating Editing an Unavailable Codes group 1 Select Configure gt Telephone System gt Agent Control gt Unavailable Code Groups from the menu a Configure Telephone System PBXs L H Head Office if Call Recording I Agent Control Agent Control E 2 Select Create an Unavailable Code group 3 Enter the name of the new Unavailable Code group in the dialog Create a New Unavailable Code Group nox Identify the Unavailable Code Group By giving the unavailable code group
311. ogged 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 Chapter 3 8 MyCalls User Environment The Calls View The calls visible in the calls view have some special features Call Playback 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 If the call includes transferred legs then the call will have an expansion symbol qo indicating the call can be opened up to reveal the individual legs of the call B4 11 01 2011 17 07 205 205 001 007 0160664310 Dates T ime From Device To Device Humber i 1170172011 17 07 206 206 001 001 0160664310 i 1170172011 17 07 205 205 001 001 0160664310 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
312. on your extension You may have several calls parked at once If you forget to retrieve a parked call then the phone system will automatically ring your extension and reconnect you to that call after a preset delay NB there may be restrictions in which orbits can be used dependent on the setup of your phone system P Fark Retr ae Forward Various Forward options are available Chapter10 6 MyCalls Desktop d r a r FWD Operations All Busy No Answer Busy No Answer Clear e All Forwards all calls to another extension or number e Busy forwards calls when your extension is busy e No Answer Forward calls when you do not answer your extension e Busy No Answer Forward calls when busy or no answer occurs e Clear Reset any forwarding settings Do not disturb DND Various DND options are available 2 DND FWD All External Internal Transter Clear e All Extension will not respond to any calls e External Extension will not respond to external calls e Internal Extension will not respond to internal calls e Transfer Extension will not respond to transferred calls e Clear Reset any DND settings Hang up Hangs up the phone Pn Hangup Callback Camp on off If an extension is busy you can set a call back on that extension so that when the extension becomes free you will be automatically called back This operation is also known as camping on the exten
313. oned 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 17 33 Reporting specify the users to be included in the report Atleast one group must be selected You may reduce the users inthe report still further by using the Organisation Group filter Included Organisation Groups FI Organisation Select All Select None Include sub groups of selected groups Group the report according to the user Include Audits for Who performed the operation 7 Call Playback Whose calls were listened to or exported J Call Export Call Clips The call must be listened to for a minimum of 7 Configuration Changes 2 10 00 00 OO Prev 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 exp
314. onfiguration and can vary between different groups Long incoming calls Number of connected incoming calls where the duration exceeded the Inc Overflow Call maximum call duration defined in the Grade of Service for that specific device or group The Inc Overflow setting is specified for groups of devices or users in the operational grade of service configuration and can vary between different groups This statistic will include overflowed calls Long incoming wait Number of connected incoming calls where the ring time exceeded the Inc Overflow Ring maximum ring time defined in the Grade of Service for that specific device or group The Inc Overflow Ring setting is specified for groups of devices or users in the operational grade of service configuration and can vary between different groups Long overflow calls Number of connected overflow calls where the duration exceeded the Inc Overflow Call maximum call duration defined in the Grade of Service for that specific device or group The Inc Overflow setting is specified for groups of devices or users in the operational grade of service configuration and can vary between different groups Long overflow waits Number of connected overflowed calls where the ring time exceeded the Inc Overflow Ring maximum ring time defined in the Grade of Service for that specific device or group The Inc Overflow Ring setting is specified for groups of devices or user
315. ons about our call volumes caller behaviour trunk requirements and agent activity Chapter 1 9 Welcome to MyCalls Measure performance What to measure Looking deeper into the data by use of reports and real time statistical data we can begin to look at the information from differing perspectives System perspective Trunk loading how many trunks are required when do trunks become overloaded resulting in busy signals Customer perspective Wait times Call duration Call resolution was the result of the call satisfactory Staff Performance Number of calls answered Number of calls abandoned Time to Answer TTA or ring time Average Time to Answer ATA Service Level Call duration After call work Breakdown of a call Let s look at a diagram which represents the different stages of a call transaction Caller load Agent load Call hen tee by agent After call work Delay In queue Call Connected Ring on extension 4 Ring Time Ring Delay Trunk load Chapter 1 10 Welcome to MyCalls The diagram shows a typical call which will have several phases 1 Ring Delay 2 Time in queue and or Ring on Extension 3 Call talk time 4 After call work Wrap Up Ring delay is the time taken to initially answer a call The length of this delay depends on the number of lines you have available and how the incoming calls are dealt with If you are directing calls to an auto a
316. ontact details Having located a contact you can view their details by selecting the contact in the list Mr John Smith Corporate Pharma First Name John Edit an address book entry To change any details select the contact using the right mouse button and select edit from the context menu You can then edit the contact details panel Terry Jones First Name Terry Last Name Jones Database outlook Dial Phone 1 643700 View Pop Chapter12 2 Contacts and Address Books Contact Configuration Specify the Contact Details The details of the contact can be specified here Complete as many fields as are required First Name Tery Last Name Jones Company Corporate Pharma Phone 643100 Address 1 121 Phone 2 Address 2 Longdale park Mobile 0791788084 City Harogate Fax County Yorkshire Email tj corpphama com Zip Postal Code Email 2 Country United Kingdom Dialling from the address book entry Select the entry using the right mouse button and select dial from the context menu For many contacts there will be more than one phone number defined so you will need to select the phone number to dial before dialling using the left mouse button David Smith Advanced Engineering Ltd z First Name David Last Name Smith Company AdvancedEng David Smith Advanced Engneenng Lid Phone 01928 766539 Dadaicers oulook benag Dial Phone 1 01928 766539 Mobile 07788 135455 Fax 01928 erig D
317. orm window To make a selection from the waveform window simply click and drag the mouse along 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 7 9 Call Recording ii i 00 04 00 06 ii i 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 dis
318. ormats below Navigate to the respective configuration screen Configuration gt Telephone system gt PBX gt Extensions Click the Import Extensions option Import Extensions Import Extensions Extensions can be imported from a Comma Separated Value csv file The format is Number Name All fields must be present but can be blank The Extensions loaded can then be edited or deleted if necessary before they are imported into the configuration Filename Import as Type C sers mike Desktop extensions csv Digital Desk Phone Import to extension group SALES Import users to organisational group Create Users for named extensions Admin Extensions to import Number Name Alan Frank Nonma Joe Chapter 19 2 Importing Data Into MyCalls 4 From the Import screen 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 t
319. ot Number Group Pilot Number Type and enable or disable the real time statistics option for this extension PBX Code Number Head Office 11 Name Type Unassigned Pilot Number Group None Enable Real Time Statistics Chapter 8 20 Telephone System Configuration 5 Click OK 6 Repeat these stages for as many pilot numbers as you need to configure 7 Click OK User logins and Pin Codes User Logins are the codes that users enter into their telephone handset to start receiving calls in an ACD environment They are sometimes referred to as PIN codes This is the way that the system recognises that someone is at the extension and ready to take calls Calls are then assigned to the logged in user rather than the default user This can be called hot desking where a person can change desks and still receive their calls Create Edit User logins and Pin Codes How To Creating a single new User Login From the MyCalls Telephone System Configuration screen click User Logins Pin Codes Click Create or Edit a User Login in the User Login configuration area The Edit User Login screen appears Click Add New User 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 Login ID User None Select 5 Login ID Enter here the User Login
320. ou may wish to configure once you have set up the basic system and properly configured and checked the essential items Chapter 8 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 Pilot numbers 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 t rely on Auto Configuration create them upfront if possible 7 QD vies 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
321. ough 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 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 Wallboar
322. oup by that column Number Name Type Unassigned virtual 101 Unassigned None None 200 mike Unassigned Sales Eerensions Mike Digital Desk Phone Support extensions None Chapter 8 13 Telephone System Configuration In the second dialog box that appears configure a Name for the Extension and if required select an Extension Group and Extension Type PEX Code Number Head Office 100 Name Default User 100 Mike Organisation Type Extension Group IP Desk Phone Support extensions Voice Mail Timeout Seconds iW Enable for Hot Desking Enable Real Time Statistics 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 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 Creating and Editing DIDs How To Creating a single DID From the MyCalls Telephone System Configuration screen click DIDs
323. oups Extension Organisation Pilot Groups Number Avg Internal Call Call Time Avg Abandoned Call Wait Time Avg General Service Level Avg Abandoned Service Level No Of Long Waiting Incoming Calls No Long Waiting Overflowed Calls No Of Long Incoming Calls No Of Long Overflowed Calls No Of Long Outgoing Calls No Of Long Internal Calls No Of Long Waiting Abandoned Calls eet ef FU a Abandoned Service Level Chapter 6 16 How To Creating a single value window Real Time Statistics 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 Head Office i Interval Period Daily iy Refresh Time s 10 gt Title nm inc iat 1 Included Incoming Call Types 7 Incoming Display Values Historical Group All Account Codes F Show Single Value 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
324. out of office extensions you may have to program the PBX to enable some of the features The Out of Hours configuration may involve Forwarding calls at specific times Voicemail routing Monitoring special out of hours numbers Monitoring fraudulent use of extensions out of hours Monitoring known Emergency numbers and their usage What types of calls are being made out of hours and can this be handled more economically There may be a lot of mobile calls being made out of hours where an email would be just as effective and much cheaper Chapter 1 18 Welcome to MyCalls 7 BQ ia tip NB The configuration for out of office calls will vary between different PBX systems and may require some specific PBX setup to achieve complete integration What do I want to improve on MyCalls can be a central part of your strategy to improve many aspects of the way your business communications evolve The phrase If you can t measure it you can t manage it applies particularly well to the management of telecommunications within an organisation Here are some suggestions as to how you can improve various business areas using MyCalls analysis Maintain available lines MyCalls reporting capabilities can be used to optimize telephone networks by monitoring trunk utilisation By reviewing detailed facilities usage reports you can determine if the telephone network is being used as expected For example are expenditures for f
325. ove 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 7 17 Call Recording Wi e idi o Ta 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 Filter textbox Has a note Finds all calls which have a note
326. ovide 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 6 Click OK Chapter 15 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 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 15 14 Call Costing Edit Taxes The taxes that are applied to calls are intended to be used when invoice sty
327. ow 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 17 16 Reporting Group Items on Report By Extension a Extension Name Least Cost Routing Pilot Number Pilot Number Name Trunk Trunk Name User Time of Call mi 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 If you select Pilot Numbers for example then a list of the Pilot groups will appear from which you may select one or more for grouping purposes Device Type Pilot Number Groups T Al ACD Queues W All Hunt Groups eer All Pilot Numbers Include sub groups of selected groups 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
328. p you want to delete e g office admin amp Organisation EA Office admin Customer service A administrator ag Mark 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 1 At the Organisational Configuration screen click Create a New User 2 The Create a New User screen is displayed 3 Inthe 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 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
329. page aa aricdcbencecteceesaccatwscinne darntoausacadanenauenneayanelanctavenacauauntnadandasaeaunts 14 How To Assign a public layout to an agent desktop USEF ccccceesceseccensceeeseeeeseeeesenseteuseeeeeeees 15 How To Load a public action panel page into the current action panel eeseesscseressrrerrrerrerrren 16 The Actions Panel ccccssssscccccsssssccccseesseccccseesececeseesecceeseeseesecsseussesecseeessesesssuuseceeesaueeeseeeseuaeeeeenias 17 Configuring individual items on the actions panel eessssesseusssresssrrrsssrrreserererreresrrreeserreserereseeressne 17 How To Place an item or range of items on the actions panel eosssssssenseserserreresrrressreresrrresseeee 18 HOw TO Move a DUNO eea a a RE a 19 Acon Button Conie urati OMe ctescinsecadecnosstnwceadsaseconmicncoseiwoceanausceessadlopes caeuesecineseydeenenesvctenseiacsanncane 20 RUN POSTAI sa sere croc ren ects na A N TE E RS 22 Creating an action DUON vssccesccrcssrasdesnicadsiniastaneastaciendinneaateediainesed iiai aa a 23 HOW To Create a Speed Dial DUTTON icssascescctnwetincenscceawadinnnian wneauunradavououenneayadetawctecesmcseauntonsdncasietanes 23 How To Create a Service Code button ssssssersssssrrrsssssrressssrrrsssserrsssserrresssreresssseressseerressseeree 24 HOw TO CoE ae ae DUTTON ee a E N E E E 25 How TO Create a Label ccccccsssccccccssssecccceseeeecceesseeeeeeeeseeeeeeeesseeeceeesseesseeeeesauasseeeesaaaseeeeesaganeeess 26 How
330. playback icon see below Enabling Users for Call Playback Any MyCalls user can be enabled for call playback By default if no users are created in MyCalls you will be able to playback all calls Once users have been created then anyone logging into MyCalls as a user 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 Assign each user a login pin if required 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 An Agent Desktop user can listen to their calls only A Wallboard user can not listen to any calls A Supervisor can listen to any calls within their organisational group and any sub group An ACD 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 The above rules can be overridden by applying call recording rules to Callers Users
331. played in the waveform window so each clip is easily identifiable The name of the clip can 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 Ner 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 Hew Clip select Mew Clip Export Call Audio Export New Clip Delete New Clip Selecting a new clip Chapter 7 10 Call Recording Intro select Intro Export Call Audio 00 16 Export Intro Delete Intro me a Ee 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 saund Clips Export Call Audio Export Selection ii i Cancel Selection Calls can also be exported directly from t
332. plied and charged to a pilot number whilst handling a call How To Editing Pilot Number handling costs 2 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 Pilot Number Costs option Click Edit Pilot Number Handling Costs This window will list all pilot numbers along with their pilot name pilot type and their associated pilot number group as set through the telephone configuration or auto learned from the PBX In the Hourly Cost column you can assign per pilot number a pro rata hourly rate You can copy a value to multiple pilot numbers by right clicking the mouse button and copying then selecting and pasting onto the other pilot numbers Click OK 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 lo
333. r Forward All Set Forward on Busy Clear Forward on Busy Set Forward on No Answer Clear Forward on No Answ TKI Ce In the Service Code dialog specify the Name and the service code value Specify and data values and select whether to send these values before or after the service code value Chapter10 35 MyCalls Desktop Type No data No extra data Data before code Extra data before code Click OK Chapter10 36 Screen Pop Chapter 1 1 Screen Pop MyCalls provides a screen pop capability so that incoming and outgoing calls can be identified by matching the calling number to possible entries in a personal contact manager or corporate database The system can be configured to search multiple databases and contact lists and these can be a mixture of personal data and system wide data The main difference between a personal and a system database is that personal data is managed by each user on the system whereas a system database would be managed by the system administrator Screen pop groups Because contacts are likely to call your company for different reasons users within your organisation can be set up to search databases appropriate to their job function For example accounts staff would want to search for contacts in the accounts data whereas sales staff would want to search in the sales contact data This can be accommodated by setting up different screen pop groups depending on the function
334. r 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 J 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 Overflowed calls e Outgoing calls An overflowed call on a Mitel PBX only is defined as a call that has been transferred between ACD Groups before being answered For other PBX types Overflow is defined as a call that has between ACD Queues Pilot Numbers before being answered The wizard allows you to set minimum and maximum calls per hour for Trunks Extensions DIDs Pilot Numbers Organisational groups You can specify all the device groups of a particular type e g All Trunk
335. ration sssssessssssrsssreresrrressreresrrressreresererssreresereresreresereessrerese 5 10 MyCalls Advanced Call Management System How To View Or Edit group membership ccccesecccesecccesecccsecceesceceeececeeceeeeeseecesseecessesenseeeees 5 HOW TO Assigning Callers toa Cl OUD nscccsevieeicdesascvancehschadacsacuelseuncvaadennssceavchasesieneaseebounaeblwassvencabenees 5 How To Removing a Caller from a QrOUP ccscccccssscccceesececsesececceeecceeaeseceseuneceeseneceeseeecetsugeceeseges 6 SETS a Cer TOUD aca geccacetaedeete tans cece scare EE E E E 6 How To Delete a Caller group configuration ccccccesecccecccceeesceeececeueceeeueceeeneeseueceseueceteueseeeneeees 6 Chantel E E E A EE 1 A S e E E E A 1 Managing by exception using the MyCalls Alarm System cccccssscccssececeseceeseeeeeseeseesceteneceseneeeeees 1 AE EEIE aa E E T A O E T E T E E E TA 1 BOIS WV EEE E E E e O E N ce E AE A A E A E 2 NTIS TINS scl ANN EE EE E E EEE 3 ACO SIC AITOR ON aA E E E ETE EEO 3 Configuring Real Time AlaVIMS sscediccsccsdesacsesacacconsuenseiontenooeestenassahbladoaevaceaeinelaseinscesacbene aacecessattataaciens 3 OY SNS ast tee eet tect net eee ca cnc ee cme ni vnct scene aes eee eane cet hc Stee esea cata atemetaceaue uate 3 a FATS PQS te cece een ce ce tacbncaet Sos aeeceemn eee tcanceeaeaghccaesouenc A O E E N A TA AE N 4 POOR aC Fy ANI ae a nai iavevesonsesnnetcscereodiaancridscust sue tccyncias E E E E E
336. rd E S 4 Using the MyCalls Control toolbar functions ssessseseseesesrresesreressrrsssreresrrrsssreresrrenssreresrrerssrereserreesne 5 Dia E E E E A E E E E 5 P WE e E E E E E E E E 5 Hold R eCa ee E E E E R 5 DANSE E corse E T E S A E E A ee O E E E A es 5 HOW To Make a Supervised transfer iccesenaceechcavcevenceSecniiumasseeancuadehsbesnsrveoosbacetiemsxteasmavhulomardesecbecaus 6 PICS ana RO EVE ree sect EE EE E E A E E EE E ETE 6 FOWAO eeann E EE E EE E aueceunasacdennee 6 Do ave so fot rO DND eere R 7 Hane U e E ayeneinesaereuanwn 7 E lle A EE T E E A E EE E E E E E E 7 BS TEE E EEE E ETE AEN E A E AETA E E E E E E E ET 8 DOKO eire E E E A E E E E 8 CONTE E E E ee serene 8 HOW To Set u upaconference call cssccnvecaccstedsovedeeasadatvatannievesaccetienincetioiancauacetnmadatedacsantinnedncmaseeateion 8 TOODA OPON aaye EEE E a EOE A a 9 PRIN SO CODD OREN EEN EAN I I AN A ENE AE E A E A NE EE IENA VE 9 Comae DIS Olay ipoe EEEE E E EEE 9 UKO e E E E R 9 TOOLEN ee E E E A E 9 HowTo Change a Not key aSSiOnING Mi rsisceceisiiccscevancuh sshd iai eann h aa 9 CaCO OPTE TEN ES e A E OE E E A EN 11 Toolbar status indicators esssssssssseresssserrsssserrrssssrressssrerrssserreesserrressserreessseresssserreesseereessseeeeese 11 MyCalls Desktop as a standalone product ccccccesecccesecccseccesccceececeeceeeeceeeseeseecesaueceseeceeeaeeees 13 8 MyCalls Advanced Call Management System How To Create a public actions
337. reate 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 desktop 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 CEFE PEON A ee Call Volume Chart Real Time Parameter Window Incoming Calls Outgoing Calls All Trunks Head Office All Trunks Head Office Daily te 5 Number of Calls Time HM Outgoing MEM Abandoned HEM 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 4 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 Real Time Parer eer W n o s is ou oing Ce office u All ACD QY Daily Layouts are created locally lt a ee i Pag
338. reated 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 visible 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 Edit 3 Inthe Edit window that appears you can modify the following fields Alternate Number Name Chapter 13 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 7 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
339. 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 20 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 lines 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
340. requent 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 provide 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 surg
341. ressed as a percentage of the call length or as an absolute time in hours minutes and seconds Chapter 17 34 Reporting Playback Audits for each User Created On 1301 2011 O09 5b 45 Covering Period 09 01 2011 00 00 00 to 15 01 2011 43 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 1301 2011 08 54 45 1370172011 09 55 00 Mone Playback Inc 01606643104 Played back 00 00 01 of 00 00 04 25 150012011 09 55 23 1357012011 09 55 23 None Clip Inc 01606643101 Added Mew Clip 1301 2011 08 55 31 1370172011 09 55 31 Mone Export Inc 01606643104 Exported Nevy 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 F All Analog Trunks All ISON Trunks Interval Interval Type All Private Wires 1 Tem l al All G Sig Trunks P All TC
342. rical 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 oe Real Time Parameter Window assti lt s 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 reegt Avg Inc Call Graphical view of Average Wait Time 24 hour Unreturned 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
343. riod 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 report 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 se
344. rmation D The alarm will be displayed in this color A 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 2 Insert the ACD queue the call was directed to 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 14 18 Alarms You may use the following in messages and web pages to insert selected call information 1 Insert the DID present on the call 2 Insert the ACD Queue that the call was directed to 3 Insert the caller the call came from or was made to LAH Insert the extension handling the call 5 Insert the time the call rang before it was connected Send this message Call on extension 4 has been ringing for 5 Go to this web address Display When Notification Title Incoming Call Rings Incoming Call Answered Outgoing Call Chapter 14 19 Chapter 14 20 Call Costing Chapter 1 5 Call Costing Call Costing in MyCalls can seem quite daunting at first But in fact they can be as simp
345. roup Name The name of the user that you wish to add Note that Chapter 19 3 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 Importing Data Into MyCalls appostrophe s are not valid The abbreviated form of the the users name Password the user will log on to the application with Email address for the user Job Title of the user in the organisation The number entered by the user onto the telephone to identify them when logging them in the ACD system If ACD is not enabled supported on your telephone system then leave this field 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 configfured Set to true if real time windows are going to 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 effect 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 call
346. roups 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 Configure menu or by pressing the icon a from the main toolbar T Oooo M H a Office admin gil Sales w AA administrator J All Users is 3 User z i Supervisor 4 PBX Administrator z 3 Enterprise Administrator 1 4 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 users 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
347. rrectly 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 Chapter 8 24 Telephone System Configuration PBXs a g Head Office ail Call Recording 5 Agent Control Call Control H Devices Groups 44 Account Code Groups DID Groups Extension Groups Pilot Number Groups FT Trunk Groups 3 Unavailable Codes Hh leh Rh Le The instructions of how to create a group are the same for extensions trunks account codes pilot numbers 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 configuration area The Create a New Extension Group screen appears 3 Inthe 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 Name Enter
348. rreresrrressrersseeresereeseerese 4 P leung Organisa On GrOUDS eiiie n E E E E a 5 How To Delete Organisation group configuration s sessesesseesesreresrrerssreresrrereseereserereseeresereeeseerese 5 User Conner At Oes E E A 5 How To Creating a new User ssssssssessssessesessrssesesrrsessessesessroresesressoseereseosresesesressoseeresesrresesesreeee 5 7 MyCalls Advanced Call Management System How To Editing an existing WIS OM csanctaceaancsaostnwetnceessceswadince tan eitmausaiadaesauunneayadedancavenacaveustnadundsasaaeaanine 7 HOWTO Derc une aU ET enero ee mn nee ren Rn erm ee ene ere 8 How To Assigning Users t a BrOUD sis iccassensncssacsinenpsececsned bhanesceunpnowenneislncaseepseseadeinertoecaes pnetinemenebsets 8 How To Removing a User from a group ssssssssessssersssrrressreresrrrrssreressrressrereserereserresererssrereserereseerese 9 Or E U a E T E E cavensass 9 HON TO TOO U OI e E E 10 CROP ET oa E E E E EE E EEE E 1 MyCalls DESKTOP esas cece scence tsetse OEE E O aE 1 Architecture of the call control system esssssesenseseressrrrresrrrssrreresrrresrrrrssereessreresrrressreresereessreresereresre 1 IVI CaS DE EOD aenar E E TE E ATE EE E 1 Logging on to the MyCalls Call Control Desktop ENvirOnMent cccccccccccccccseeeessseeeeeeeeeeeeceeesseeees 2 NVI aS Call Control Toolbar orrien enken ENa iE A REEERE 4 HOw TO DOCK 100 Dal arrir a E aenrneraelacseciecscen 4 HOW TO UNGOEK the toOlDaT sesonisnis
349. rs 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 24 Real Time Statistics External Data Window Top Sales You could also create separate windows for Sales Value and Number of Orders External Data Window Ea Sales 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 25 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 ro
350. rt 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 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 of Personal Calls Created On 18 11 2008 11 59 59 CoveringPeriod 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 Transfered 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 Time Of Call Extension Call Type Duration Number Caller Name Cost Totals Total Calls Tota
351. ry Some are mandatory fields for successful setup whilst others are optional inputs as outlined below PBX Code Number Head Office Name Type Unassigned v Pilot Number Group None v 4 Enable Real Time Statistics Chapter 8 18 Telephone System Configuration Number Enter here the number of the pilot number you wish to create This must be a valid pilot number configured on your telephone system Name Enter a name for your pilot number to identify its use If left blank the system will populate this field with the Number Pilot Number Group You can select a pilot number group to group this pilot number under The values in this list are configurable under Pilot Number Groups The default value is set as None Type Assign the pilot number as either of type ACD Queue or Hunt Group Enable Real Time Statistics This option should be enabled if you want call data collected from the telephone system for this pilot number to be included in the real time statistics It is good practice for pilot numbers not used to have this option disabled so as to minimize unnecessary processing 10 Click OK Chapter 8 19 Telephone System Configuration How To Creating a range of Pilot Numbers 1 From the MyCalls Telephone System Configuration screen click Pilot Numbers 2 Click Create a Range of Pilot Numbers in the Pilot Number configuration area 3 Inthe dialog window that appears a number of fie
352. s 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 Abandoned Service level 100 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 groups Specify for each group the settings for the following Incoming Overflow ring tim
353. s 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 Start Trunk Number Type Unassigned Trunk Group Alternate Carrier None l None Chapter 8 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 Telephone System Configuration screen click Trunks 2 Click Create or Edit a Trunk in t
354. s or you can select individual device groups Chapter 14 4 Alarms Minimum calls per hour Maximum calls per hour Trunk Group V Include Extension groups Minimum calls per hour Maximum calls per hour Extension Group 0 0 Admin Include DID groups Minimum calls per hour Maximum calls per hour DID Group 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 e Overflowed Wait Time e Abandoned Wait Time e Incoming Call Time e Overflowed 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 time 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 w
355. s 2 E mail Address 2 Telephone 2 Address 2 Name Business Fax Number Fax i 3 opi A Aonde Se OR Business Mobile Number Not Mapped a sith Address State Province Custom Field Label E Address 2 Country Region Akie Tree 2 View Configuration Notes Server Configuration Data Folder Specify the data location Contact folder Catalogue or Database name for the interface In some cases this will be a database name and in other it may be a path to a data file or network share Username and Password In some cases a username and password is required This is specific to the database or contact manager application being employed Search Option Search Contacts Accounts or both Return single or multiple contacts For larger databases you may wish to only return the first contact found or limit the number of contacts found to increase performance of the screen pop search Number Masks Depending on the CRM or contact manager application numbers to be searched may be stored in various formats The number masks allow you to specify number formats which can be searched on For example a format such as would search for a sequence of 4 digits followed by a space character followed by 5 digits Excessive need for number formats can cause the search process to slow down considerably Chapter11 7 Screen Pop Number format examples He 01342559561 Any number of digits no spaces HH HHH HHHH 01 800 3456 Dig
356. s abandoned What about the call durations Again very short calls may indicate a caller has either misdialled or been put through to the wrong department etc In this event we can define a minimum call duration below which the call is marked as a short call Conversely we want to aim to complete calls within a specified period so we can mark calls lasting longer than a certain time as a long call These parameters are configured as part of the operations settings under grace periods and grade of service settings Reports to help with assessing your performance Group Summary reports show the total number of calls ring times durations long and short calls etc for any period and any device group Group Summary by Member reports will show overall Statistics but can break down the group statistics by the members of each group Call Detail reports will show a complete breakdown for each call and can be generated for all devices or limited to showing only certain groups of devices This gives a call by call breakdown of activity so you would tend to use this report to home in on specific problems or areas of interest If you want more detail you can generate custom reports which are available for group summaries and call details and offer over 120 individual parameters User Availability reports can show agent activity Agents can be in one of a number of states such as available DND wrap up etc Availability reports show the number of logins
357. s 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 Items on Report Limit number of items 50 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 17 36 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 to 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 01494688900 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 Extensio
358. s in the operational grade of service configuration and can vary between different groups Chapter 6 9 Real Time Statistics Overflow Number of connected overflowed calls Ring no answer Number of ring no answered calls Total calls 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 fora defined period Chapter 6 10 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 fal Real Time Status Bi Real Tne sacs ffl DID Groups ce Pilot Number Groups H S Trunk Groups a f Extension Groups a f Extensions fmi Users of DIDs o B Pilot Numbers fm Single Value a Si Combination Values 2 Expand the Real Time Statistics section by clicking the to the left of the text and then expand the Extension Groups section Highlight th
359. s js compphama com Business Telephone Number 643100 The screen pop viewer appears when the CLI or OLI for a call is matched to a number in the contact database s The viewer shows information regarding the caller and the actual fields shown can be configured from a list of available fields held within the CRM or contact database The viewer gives the option to pop the complete contact details in the actual application where the contact was found for example if the contact was found in a personal contact list such as outlook then the outlook application will be invoked and the appropriate record displayed as shown in the example below Chapter11 2 Screen Pop Full Name Mr John Smith Company Corporate Pharma Job title Manager File as Smith John Internet Ch E mail Display as John Smith s corppharma com Web page address IM address Bhan mmh arr Once the call has been completed the screen pop viewer can either automatically close or be set to allow you to close it manually Incoming calls can pop the contact viewer when the call rings your extension or when the call is actually answered and this behaviour can be set for each screen pop group Outgoing calls The sequence is the same as for incoming calls except that the screen pop viewer will not appear until the call is answered screen pop configuration A link to an external database is created when you configure that database for use wit
360. s rolling time period for the previous 60 minutes from the current time 6 Interval Period After selecting the display values in instruction 6 choose the interval period from the interval period drop down list 7 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 8 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 9 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 10 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 s
361. s to wait at each extension in the group in turn ACD queues are more sophisticated and allow calls to be routed according to a set of well defined rules In general the rules will route calls to an appropriate extension based on who has been idle the longest within the group Each ACD group consists of a number of agents who can log on and off the queues as required In addition agents can be allowed to log onto more than one queue at a time and can enter a variety of states such as unavailable or wrap up when they are busy with other activities MyCalls manages Agent control at various levels e Linking users to queues appropriate to the user s skill set or other criteria e Associating a user with a pin code e Associating user s within an ACD group with a set of unavailable codes e Providing real time information regarding queue status e Reporting on performance Operating Agent Control The agent control toolbar is displayed as a separate movable toolbar and provides the following functions MyCalls Control B i O R OB Log In Options Estn 205 Idle 00 26 01 Login Allows a user to login to one or more queues The queues available from the drop down menu will show the queues configured for that user The user can elect to login to specific queues or all login queues marked as primary queues for Agent Control group to which a user belongs MyCalls Control m ws Log In Log Out Wrap Up Star All Primary Login Queu
362. se or enter the value using the keyboard Start Login Number Enter the number to start your User Login ID number range from here Click OK A block of user logins will have now been inserted into the Configured User Logins list box You should configure these user logins with appropriate name and options using procedures described later in this topic before clicking the OK button to complete your user login creation process Note that the user logins you create should correspond to those configured in the telephone system How To Editing existing User Logins 1 From the MyCalls Telephone System Configuration screen click User Logins Pin Codes 2 Click Create or Edit a User Login in the User Login configuration area 3 Inthe dialog box that appears click the Edit button to the right of the user login you want to edit 4 Inthe second dialog box that appears configure a Login ID for the user login and if required select a User to associate with this ID Login ID User 302 None 5 Click OK 6 Repeat stages 2 to 5 for as many user logins as you need to configure 7 Click the OK to save all the changes you have made 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 Ch
363. 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 Audit Hame Description Begin End Show Colour Into wtroduce yourself 00 00 06 670 Response Customer response 00 00 09 207 00 00 13 3885 K 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 7 16 Call Recording Notes A note can be added to a call either in the playlist or from the call record view The notes can be viewed by selecting the Not
364. sion To set a call back simply click the call back icon whilst the extension is ringing and then hang up You may only set one call back at a time Chapter10 7 MyCalls Desktop F Callback Barge in Join an existing conversation This can be as a passive listener or an active participant dependent on the PBX settings W t r a Barge In Broker Allows you to switch between an active call and a held call once you have both calls ongoing then simply click on the broker icon to switch between them o Broker Conference Allows you to easily add other parties to your call D al How To Set up a conference call Having set up a two way conversation additional parties can be added into the call by selecting conference and specifying the extension or external number to add Conference Conference with 200 Start Disconnect This will dial the required number and once connected you can then add the new party to the conference by clicking Add and Repeat for other parties you wish to include in the call Conference Conference with 203 Disconnect Close Chapter10 8 MyCalls Desktop Toolbar Options The toolbar options Icon provides a list of options which can control the operation of the call control j Lock Always On Top Tool Buttons Preferences Compact Display QuickDial Button Save Public Acton Layout Delete Public Action Layout Assign Public Action Layouts Alwa
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366. st 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 following settings Basic Time and Date Entry You will be presented with the options to select a Regular period or a Custom period 3 Call Details Configuration The report can be run over a changing period depending on when itis run such as this week or as a fixed 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 Period This will only include calls that were handled within each of these time periods Period 1 Start 0 00 00 amp E Include Second Period Custom Start Date Start Time By 10 2008 j 00 00 00 End Date End Time Include calls for the following days Mon F Wed Fri F Sat 23 10 2008 23 59 59 W Tue F Thu F Sun Regular Select the report period from the drop down menu e g this week last week etc Reporting Period Regular Today o lt Yesterday B This Week z Last Week 00 This Month Last Month This Year Last Year al in io Custom Specify the Start End date and times Clicking on the Date displays a calendar control to make selection of Dates easier Chapter 17 14 Reporting ao di Ea 10 2008 lt October 2008 gt Mo Tu We Th Fr Sa Su 29930 12
367. stem Call control is an optional extra to the MyCalls application and can when purchased be integrated into the main MyCalls application or run as an independent program called the MyCalls Desktop It is possible to run MyCalls Desktop with any of the MyCalls products Basic Call Manager Call Centre Enterprise or Recorder Architecture of the call control system Call control is based around the principle that a MyCalls user logging on to the system is able to control an extension of their choice Each user created in MyCalls can be enabled for call control by the PBX administrator When a user logs in to MyCalls they will normally be associated with an extension automatically If a user does not want to control their default extension they will be allowed to choose an extension to control It is possible that a user may be the default user for more than one extension in which case the user is given a choice of extensions to control Having selected an extension to control the user is presented with a call control toolbar This toolbar can be docked in the MyCalls application or can be undocked and positioned anywhere on the desktop The toolbar can be locked in place and if space is a premium it can be displayed ina compact format In addition to the call control toolbar the call control functionality also includes an Actions screen and an Address Book These are described in more detail in the appropriate sections MyCalls Desktop M
368. stem to get the Fast response best from a call manager hat type of business are Both What do want to improve system you in Company image Mainly Outgoing Campaign Management Are your staff multi skilled filling various roles Where do start Do you need to retain details of call content What type of organisation do Are your y have departments geared around specific roles Highly skilled staff Home Workers Provide and Auto attendant but need to ensure we respond to the calls during office hours Is your business centralised or distributed Combination Do you have out of hours requirements OTR Sales force We provide an emergency out of hours service Central office Multiple Branches Service oriented Enquiry Support Emergency Service Legal Financial Call Centre Retail Wholesale Dealer Travel Estate Agencies Tele Sales Finding calls easily Listening to recorded calls Need to back up call recordings Handling Incoming Calls Incoming call handling is focused around responsiveness The first step is to formulate a telephone management strategy which takes into account the following major criterion e What are your call volumes e Do your staffing levels reflect demand e Who answers your calls e How quickly are calls answered e How long does an average call take e Can you tailor your resources to adapt to varying demands e How lon
369. 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 Notes can be added to a call and notes do not require call recording in order to be used To add a note right click on the call and select Notes The Notes entry dialog will be displayed You may then 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 11 01 2011 17 09 205 205 aA E 11 01 2011 1707 205 205 Notes are also available as a selectable column from the column chooser Using Quick Search a x Period Today From 05 01 2011 00 00 To 05 01 2011 23 59 Humber DID Extension Note Search Type Note Filter Call Types Max Calls Matches filter Inc v Out v Abd co 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
370. t 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 15 1 Call Costing gtixed Costs PBXs a Head Office gi Trunk Type Costs ga Extension Type Costs 8 Additional Costs 8 Trunk Costs 8 Extension Costs Handling Costs Location Specific 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 SE 5 PBXs g Head Office 4 Extension Type Costs Additional Costs Trunk Costs 4 Click Edit Fixed Trunk Type Costs Type _ a Cost Cost Period Analog 0 00 Quarterly ISDN 160 00 Quarterly Private Wire E f Hourly Daily TCP IP Weekly Unassigned 0 Monthly Quarterly O Yearly il dues 5 You can configure the costs for the different trunk types configured on the system including Analogue ISDN Private Wire TCP IP and any unassigned trunks To configure a cost for a trunk type enter a costing v
371. t up by the pbx administrator and contains contacts available to all users Initially the system address book is populated with the details imported from the pbx ABBdial list during the configuration import carried out at installation time Personal address books are set up by each user and are specific to that user Whilst it is possible to add contacts manually the address books are intended to contain copies of existing contacts maintained within MyCalls J S N tip This allows faster searching if an external contact database proves too slow and provides a central location from which to dial any contact contained within your address books Using the address books The address books can be used for quickly searching for a contact viewing contact details and dialling a contact from the screen Chapter12 1 Contacts and Address Books Searching for contacts Using the address book search bar you can enter initials or telephone number of the contact to search for You can limit the search to system personal or both and you can order the results on first last or company name Any search results are limited to the first 100 matches however you can continue to narrow down the result set by entering more characters for the search If you were searching for a name such as Davis for example simply entering a d could return over 100 results but entering da would return significantly less Viewing c
372. tainers and details of this can be found in the installer manual Alternatively a PBX admin user can manually add a service code A service code consists of the code itself usually a 3 or 4 digit number and this can depending on the service code s functionality be associated with data values The service codes when activated are sent via a network connection to s service code port on the switch If required the data value or in some cases multiple data values can be sent before the service code itself is sent to the switch or after the service code is sent The service code configuration dialog allows up to two data values to be defined as shown below How To Add or Edit a service code entry Select Configure gt Telephone System gt PBX gt Call Control from the menu Select Service Codes Select Create or Edit service codes If the service you require is already in the list select the associated Edit button alternatively select Add a new Service Code Edit Service Codes Edit the Service Codes To edit an individual code click the edit button for that code Type Barge In Callback Callback Off Voice Over Toggle Day Night mode Set Forward All Clear Forward All Set Forward on Busy Clear Forward on Busy Set Forward on No Answer Clear Forward on No Answer 7 ee ee eee ae P Add new Service Code Name Barge In Callback Callback Off Voice Over Toggle Day Night mode Set Forward All Clea
373. tasdigageadseesinddigaaalesseieenc 7 COUNTRY NUM OLIN G Plans errean aa TA aes ee ace 8 How To Creating Country Numbering PIANS ccscscssressssrescustcnceseccssscncusrencusrencustencesssvssseneusrens 8 DEVICE COMM SUFAUION sesir cre aE recut aece lca lata yeas Ga a Wikis ante Aaa ae 8 WV DES OF devices con 5h at waren acnwaat aor eae eerede acacia Seedaw cases sae aac 8 E a T A nace eeanseeaieadeedusaae cnet sanaceaesssetaeets 8 Ofganising aned Naming TONKS ccs uci casencistiin E a ieee cates S T 8 ASSICMING ANG roubine TRUNKS acin a N 9 Creatine oand edktine TONKS caeai aa ne AET a eee 9 HOW To Creating asiingie TUNK rarena a a a 9 Creatine ai FANG col TUNK oaren a N A A 10 How To Creating a ranee OF Trunk Saa a a a 10 EGU S EXIStUNE PUNKS ennea a a a T NS 11 HOWTO BCITINGOxISENAG ITTUNK ensina sas est cates nates a ted sacae Paras ede aedcaed Waa 11 EXCGMISIONS susseetcscc eae scate et caieaes a a 11 Organising and Naming EXCONSIONS secie E A 12 Creating and ECICING EXEN IONS ersari E a aa a a N 12 HOWTO Credtine a SiInele EXtenSlOnnrie arsieiccesschegaiss Soa carionarinctoascanaldnaceeadeguaniie AS 12 HOW To Creating arange Ot EXtONSIOINS ocon ana ian a sani cise a sane eas eect ee ae 13 HOw To Editing existing EXtensiOns cassis sess g ith deeds a 13 PETS esate er aetna esas geet ee werent areca alsa tbe anit ea aoeutetiaie A uae ener uauri ane aaneceess 14 Creating anid Editine DID Shiori a a E 14 How To Creating a single DID so
374. tatistical 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 of 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
375. tatistics window From the toolbar click View Select the option for Real Time Information or select the m 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 12 Real Time Statistics PBX Display Values Head Office l Historical Current Only Extensions Interval Period 7 208 Daily l Z 237 7 300 Refresh Time s FJ 301 0 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 th
376. tensions and so tracks users across extensions Supports subgroups such as sales book sales or sales music sales Trouble shooting Several reports and alarms are provided to help trouble shoot the phone system Trunk reports allow you to analyse where certain trunks may be held in state for a long period conversely if a trunk is not working correctly you can run an unused device report You can run reports to indicate where extensions and other devices are unused This may indicate wrongly configured devices This is particularly important if those devices are enabled for real time statistics as this can use up a considerable amount of system resources Chapter 1 15 Welcome to MyCalls Reports Trunks Status reports System reports Unused devices Alarms Alert you to problem areas System PBX activity and amount of disk space free Usage Performance service levels etc Emergency alarms indicate when emergency numbers are used Call rates set and monitor Toll fraud and security Trunk utilisation alarm on the number of concurrently busy trunks Device status detects when devices are busy or free for extended periods or when an extension is off hook for an extended period User status detects when a user goes into wrap up DND or unavailable a specified number of times or for an extended period Queue status detects when a queue Trunk DID or ACD exceeds a certain length or the maximum wait time exceeds
377. ter 3 MyCalls User Environment Logging into the system Before you can use MyCalls you need to log in to the system Initially you will not have configured any users therefore you will be able to start up the system without a user login so you can start with a blank login by just clicking OK until users have been configured 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 1 Click User and then Login User Name pete smith Password 2 Type inaname in User Name and type in a password alternatively click Browse to search for a name Type part of a user name here Selected user p pete smith Chapter 3 1 MyCalls User Environment 3 The following screen will appear if there is agent control in the license and the agent has not logged into the ACD system Extension 208 x Cancel 4 Enter the extension that you are working from 5 Click OK 7 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
378. the configuration of the various buttons Configuring individual items on the actions panel By default the actions panel cannot be edited In order to edit the action buttons on each actions panel you need to right click on the panel or a button on the panel and select the edit option Speed Dials App Paaa aE To exit the edit mode simply right click the actions panel and click Edit Chapter10 17 MyCalls Desktop The actions panel appearance will change a series of header boxes appear along the top of the panel as seen below and this indicates the various buttons can be created or edited Sales Team j atons Speed Dials App Shortcuts Head indicate edit d eaders indicate edit mode fy dle Mi Google 2 100 Idle J BD i tip When in edit mode moving the column headers will allow the size of the buttons to be changed Once editing has been enabled additional context menu items accessible by right clicking either a button or a blank area of the action panel are available The configuration requirements of individual items on the actions panel will vary depending on the type of item created If you right click on a blank area of the panel in a position where you want to create the button and click create this will bring up the button configuration dialogue see Action Button Configuration How To Place an item or range of items on the actions panel Right Click on the actions pan
379. the list than Extension Group then the limit for the Trunk Group would be used Available Active Extension Move Up Pilot Number gt 5 Account Code lt 4 HEemove Move Down 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 Bees veses A e o o Bori T D ice ae 00 00 00 ae Se l Chapter 8 33 Telephone System Configuration Chapter 8 34 Organisation and Users Chapter 9 Organisation and Users Organisation view Companies are 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 or the pilot group 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 g
380. 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 created 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 Inthe dialog window that appe
381. 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 sage Services and Personal Number 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 oo 00 00 00 44 forthefirst 00 00 00 4 Second Charging Period Charge 0 00000 oo 00 00 00 44 forthenext 00 00 00 4 Thereafter Fixed EPR Charge 0 10700 po 00 01 06 8 Click OK Chapter 15 23 Call Costing Chapter 15 24 Agent Control Chapter 1 O Agent Control Agent Control and Automatic Call Distribution ACD Agent Control allows you to manage which agents are made available to handle incoming calls from ACD queues within your organisation Agent Control and ACD will enable you to do the following e To ensure calls are distributed fairly so that no individual is overloaded whilst others are kept idle e Allow members of a lightly loaded department can assist a heavily loaded department on demand e Agents can be empowered to log onto call queues as necessary e Reasons and times when agents are unavailable can be recorded e Complet
382. they make employees aware that a call accounting system is in use To detect toll fraud MyCalls can be set up to alert you when certain criteria do not follow what has been defined as normal calling activity Alerts can be sent remotely by email or can display an alert immediately upon completion of any call that seems suspicious Having access to this information gives systems administrators the opportunity to take preventive measures You can use a variety of reports provided by a call accounting system to assist in managing employees For instance a manager can provide employees with a list of their calls on a daily weekly or monthly basis This list can help a manager determine if the employee is spending his or her time making business related phone calls or excessive personal calls Hopefully it will also deter the employee from making personal long distance calls at the company s expense Chapter 1 21 Welcome to MyCalls Chapter 1 22 The MyCalls Software Suite Chapter 2 The MyCalls Software Suite MyCalls Component Parts MyCalls provides you with a complete set of Call Management facilities all in one package The key features of the MyCalls system include the following components Call Logging Engine The heart of the MyCalls system is its call logging engine Developed using the latest software technology it provides a modular call collection and processing engine which includes a persistent call data storage mech
383. time alarms include e Incoming Wait Time Alarms e Overflow 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 Overflow Call time Alarms e Outgoing 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 unauthoris
384. tion ssssssssssseersssssssereressssssrrrrressssserereresssserereresssserereressse 4 APOE ar TIE ie Dilora aea E A A OEE E O 4 How To impon a Telephone Dillieosuaininnarneninsrn a r r a 4 RECOS INE NS erip iE E E E 6 How To Re ost Calis anre A E 6 MyCalls Advanced Call Management System Are rC Ode MPO ae es actos nantes eats atic E AEE A E A N 6 HOWTO MPO ea OES i E EE AOE E E A 7 INOUE E E E A E E E E E 1 Importing Data Into MyCallS sssesssessssssessssseseoeoesesecececececesesesesssssssesseosoeoeoeoecececesesesesessse 1 POr ne ON CSS ear E E TE EEEN EATE EEE 1 DEVi e O O aE AEA A E E ENT 1 How to Import aset of EXCCNSIONS sisicessacatceascvcissssscevacesnaedssnsanabiaesaesasentaeasashougeaneeacabacnsavauseedreasiceds 2 POE CONS senin erani i E ENEE E E E EE A A AN A E 3 OUE ATS OFS r sen anouuee sneuiesen deus sausvacvannanoeremeoess ya eteneueaaeeoneteetses neat 3 FON TO TMOG ISON aa ene E E soak panei ioc eane EE eae OEA eae EA ONT EE 5 CIID OY S ian E 1 Acronyms amp GlosSSary esesesesesesescsesesesescscscecececececesesesesesesesesesesesesescscscsossssssesesesesesesesesesese 1 AON N e A E N T E ET E E T A A S 1 COS SY AITE ATE TA E EE E E EE EEE 3 PC INCI Aec OEA SE 1 MyCalls Licensing esesesesesesesesesesescsesssssssseosseososoeoeoececececesecesesesssssssesesososososososcecesecesesessse 1 16 MyCalls Advanced Call Management System 17 Welcome to MyCalls Chapter 1 Welcome to MyCal
385. tions such as answer hang up hold etc The exact functions will depend on the state of the extension at the time For example if your extension is ringing then you can answer or hang up the call Hook 0 Rin ging 2 Incoming 0 He If the extension is not the one you are controlling then you can carry out operations such as dialling that extension pick up a call ringing on it set call back on that extension etc 0 Ringing 2 Inca ming Using Call Control with the Call Log window The Call Log and Unreturned Calls Log windows offer the facility to right click and dial Simply point the mouse over the record in the list and right click You can then select dial for the required number from the context menu This context menu also allows you to search and popup the contact details or adds a new personal contact for that caller if one does not exist Chapter10 29 MyCalls Desktop Number User pi hil 2 O16 Dial 01606643100 Search for Contact New Personal Contact Call Control configuration Prior to configuring MyCalls call control you will need to install a TAPI service provider driver This can be installed on the MyCalls server or any other server on the network Call control is configured on a per PBX basis so if several PBX s are configured then a call control configuration will be needed
386. to record the user rather than the extension activity ACD requires the creation of users for logging on and off queues 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 ACD Enterprise Desktop Supervisor Admin View Agent Desktop Layout Create Real Time windows Save Load screen layouts View Live Call Records Alarm Audit Entries ACD Real Time Configure Run Reports somes Configure Collectors Configure Telephone System Organisation Callers Costs Alarms Chapter 9 2 Organisation and Users Backup Restore database Remove unwanted information 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 Sy Organisation 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 ca
387. trunks GSM gateway trunks BRI ISDN trunks The following method shows how to configure a DID queue group status however the method is the same for DIDs Pilot numbers and Trunks How to Create queue group status for DID groups 1 Click Real Time Status 2 Select the output you wish to create a queue group status for e g DIDs 3 Click Create a New Queue Group Status View the following dialog will appear PBX Head Office Group TERS Edit Title Font V Unassigned DIDs Edit Status Font ETE 4 Inthe new dialogue window that appears select the group or groups to include in the resulting window 5 Click OK Viewing Trunk Status It can be very useful to know what our trunk usage is at any point in time Using a trunk status window we can monitor usage for individual trunks and we can also display trunks in specific states such as busy idle or ringing etc Detailed summary or overview views are available as with other real time status windows Using Trunk Status The ability to view real time status gives you several ways of viewing the call activity within the organisation Typical questions which can be answered include Chapter 5 10 Real Time Status How many calls are in a particular state right now e g on hold ringing being answered making an outbound call Which trunks have been busy the longest How many calls are ringing a specific DDI or put another wa
388. ts 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 15 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 or pilot number These handling costs allow calls taken on different account codes DIDs or pilot numbers 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 and hence see the handling rates entered for each person How To Editing User costs 1
389. ttendant then the ring delay should be short and the caller can be given the opportunity to pre select the department they wish to be transferred to If the incoming call is directed straight to a queue or an extension group then the ring delay will depend on the number of available agents Time in queue is the delay experienced whilst waiting for the call to be picked up by an agent There are a number of scenarios but essentially the call has been connected and you have been routed through to a queue The delay in queue may be interrupted with announcement messages to help relieve the boredom factor Call talk time or call duration is the time the agent spends on the phone handling the call After call work is the time spent writing up the call afterwards This is also referred to as wrap up time There are several parameters we can measure but the following are probably the most important Time to answer TTA Also referred to as Ring Time this is the time taken for an agent to pick up a call once it has been connected to the PBX This includes any time the call is in queue plus any ringing time on the extension Average time to answer ATA This is the average TTA for an individual device or a group of devices Call Duration The actual talk time of a call The average duration can also be calculated Time to Abandon The time taken to abandon a call The average time to abandon can also be calculated Service level An absolute
390. 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 three basic call types Incoming outgoing and internal by checking the appropriate Call Type Group checkbox Call Types to Include Wf Incoming W Incoming Conference W Incoming Abandoned E Incoming Abandoned Voice Mail W Incoming Transferred V Incoming Pickup V Show Advanced call types Call Type Groups E All Outgoing call types E 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 17 19 Reporting First Set of Call Types to Include Together Second Set
391. uassanecsenstsslastenessonassenetsenattacsstsnessonassanscsenstsansurenses The main call log windows are viewable as grids The standard grids are Calls Unreturned calls Alarms Audit Logs These grids share the following features 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 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 2008 11 32
392. ues as explained earlier Name Interval Start Interval End Mon Tue Wed Thu Fn Sat Sun 4 PRP ay Daytime ae Evening 18 00 00 23 59 59 ARA A Morning 00 00 00 07 59 59 ARS Weekend 00 00 00 23 59 59 P Eee Bs E 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 Carrier Rates Carrier Rates are the calculations used by carriers to determine the cost of a call MyCalls has two types of carrier rates System and User defined The system defined rates are Local National International and Special Numbers These rates cannot be deleted and by default calls will be costed 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 When adding a new carrier rate make sure the costs have been entered into all of the periods otherwise calls in those periods will be costed at nothing Chapter 15 20 Call Costing If the tariff has only one price and it does not vary by the length of the call then you must use the There after charging period How To Add or Import a new Carrier Rate 1 Select the Costs option from the Configure menu or click the icon on the toolb
393. umber e Time of call e Total transfers 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 Pilot numbers Account codes Callers Chapter 17 44 Reporting 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 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 viewer The viewer has the following options available from its toolbar Search Refresh A Report Viewer my a Paging s amp Q 100 controls at Customise 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
394. up 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 either 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 J S N 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 17 13 Reporting Setting the Reporting period The reporting period is defined as the fir
395. urther filtered so it only applies to a certain range of devices such as a specific extension group or organization group e List All Calls by Telephone Number e List All Calls to Voice Mail Chapter 17 8 Reporting 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 Prov
396. utput By Interval s Number from First Call Type Number from Second Call Type Max mum Ring Time from First Call Type 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 I Prev mW 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 order as example below Call Summary over same Interval Created On 23 10 2008 16 31 28 CoveringPeriod 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 Pe
397. utton 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 screen 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 To remove a saved public layout from the MyCalls database select from the Layout Menu the option Delete Public You will be displayed with the Delete Screen Layout window Layout Name layout O O O TE 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
398. when the button is pressed to prompt the user for additional information such as a filename Click OK Creating Ranges of Action buttons In many situations you will want to create a range of buttons for a range of extensions or users etc You can display a range of Extensions or Users and these can be selected individually or from a specified group If extensions are to be displayed then you also have the option to display a range of extensions starting from a given extension number When specifying a range of buttons you have the option of specifying a block running from left to right Horizontal or from top to bottom Vertical You can also specify the number of rows and columns to use When specifying a custom block the number of buttons required to display your Chapter10 27 MyCalls Desktop selected range of values will be shown and if the block is not large enough to show all the values this will be indicated in red How To Create a range of Action buttons Right click in the grid at the position you wish the block of buttons to appear and select Create Range Create Status Action Button Range Create Status Action Button Range You may create a block of status actions buttons that contain a set of extensions users specified either individually or as a group The status action buttons wil be created in either a horizontally or vertically organised grid that is located atthe button this dialog was launched
399. wing 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 PBX Display Values Head Office Historical Current Only Interval Period Group Daily SIGESSaee Refresh Time 5 Title Avg Inc Wait Time Visibility Show Title Show Group Show Interval Show Value Show PEX Numerical values appear as a single coloured 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 nume
400. ws 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 17 27 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 Ring Avg Ring Max Avg Interval Period Calls Time Time Duration Duration Calls Time Time Duration Duration Monday 4 807 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 26 584 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 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 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
401. ws 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 7 Andy 8100 5 Wendy 5630 4 Chapter 6 26 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 External Data View F i Real Time External Data Configuration Erm 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 AML 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 Data Source Single Value gt Gnd AML File Name C Users mike Desktop sales xml Browse 5 Watch File Check File Refresh Time 5 Single Item to Display z Title Sales Todayl Display Font Header Font 4 Select the parameters in the dialog as follows 5 Import From XML 6 Fora 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
402. xtensions 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 15 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 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 Then expand the PBX you want to configure costs for Click the Additional Type Costs option Click Edit Additional Costs This window will list all existing additional fixed costs in the system To add a new additional cost click Add Enter a unique 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
403. xternal 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 are storing single values then the file must contain the following element lt SingleValue gt Chapter 6 23 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 Orde
404. y Stop e Fast forward Rewind e Overall Volume e Adjust relative volume between each call participant e Change speed of playback without affecting pitch to clarify what was said e Create selections and store as sound clips e Set the start and endpoints of a selection as either a time or via mouse selection e Loop round selections or complete calls e View transfers as separate sections of a call e Navigate between sections of a call e Play next and previous sections of a call e Create playlists of complete calls e Play next previous call in playlist e Create notes for calls e Auditing of playback and export activity e Export of audit logs e Export of calls Chapter 7 7 Call Recording 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 oe End Play selected range sound clip O MNO Auto move to next call Pay List Drag a column header here to group by t
405. y how many sales enquiries are waiting to be answered right now I ATIR SL PP PLA m i i AE 3 f How To Create a trunk status view 1 Select View gt Real Time Information gt Real time status gt Trunk Status 2 Click Create a trunks status view view only trunks in a certain state window Title All trunks Ainging Busy JEN Detailed lt Show Trunks In These States M Idle Ringing Incoming Outgoing Held Parked Edit Title Fort Conferenced Edit Status Font Filter Type Filter Device oD ons oath al i Summary ae E T lt Overview Wee Numbers 3 Select the trunks to monitor from the Trunks List Chapter 5 11 Real Time Status Select the states to monitor by checking the appropriate boxes in the Show trunks in these states list Select the View style e g detailed summary or overview If required select a DID as a filter type and select the DID to filter results for in the filter device This will ensure only calls for the specified DID will be displayed 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 dev
406. yCalls Desktop is a stand alone application which provides all the call control and screen pop functionality of MyCalls without the call management capabilities If you are using the MyCalls desktop application you will have access to the call control capabilities the actions and contact address book as well as screen popping and basic call logs The following Chapter10 1 MyCalls Desktop information refers to the MyCalls integrated application and where the MyCalls Desktop product differs this is highlighted Logging on to the MyCalls Call Control Desktop Environment MyCalls now offers call control 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 as the default user when the user logs on to MyCalls or MyCalls desktop 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 to
407. your controlled extension You will see the context menu is split into telephony functions and more general configuration functions The telephony functions can include e Answer e Hold e Park e Hold Recall e Retrieve Service ag Recall Retrieve Callback Off Hangup DND Forward H Copy l Faste 7 tons Clear Clear All F Configure i Create Range Chapter10 21 MyCalls Desktop Status buttons also provide instant feedback on the state of any given extension or user The states which can be shown are detailed in the following table Button State Description Indication The extension is not in use 5 231 Idle Off Hook The extension is in use but not dialling or receiving an incoming call The extension is ringing due to incoming F 231 call oo Ning Connected Incoming External incoming call in progress Connected Internal Internal call in progress i 231 Internal On Hold Extension is in hold state ACD unavailable The ACD user is unavailable ee ACD Wrap up The ACD user is in wrap up ee The extension is in DND mode 20 DND Forward The extension is in forward mode 3 202 Forward Labels Provide simple visual labels to help when you are arranging the actions panel as in the example shown below Connected Outgoing External outgoing call in progress i 231 Ouigong fy Technical Dept Quick Dials gt a o Run Program Allows you to set up a button to run an appl
408. ys on top Ensures the Call Control toolbar is always visible on the desktop Compact Display reduces the toolbar size to minimise space taken up on the screen Quickdial button provides a button which can be placed anywhere on the screen and allows the user to select a number from any application visible on the desktop such as a website or spreadsheet Pressing the quickdial button then immediately dials the selected number When enabled the quickdial button icon will appear on the screen at all times and can be positioned in any convenient location In order to dial a required number you will need to locate the application displaying the number to dial select the number and then press the quickdial button Tool Buttons The tool buttons which appear on the call control toolbar are configurable from this option You can specify which functions are available by checking the appropriate checkbox in the buttons list Moving the buttons in the list up move the respective icon to the left of the toolbar and moving the button down in the list moves it to the right You can also define hot key sequences for each button There are already default hot keys defined however you change the hot key for a given toolbar button How To Change a hot key assignment Select the button in the buttons list Place the cursor into the Press new hot key textbox Press the sequence for the hot key e g ctrl alt D Press the assign button Your

End User Manual - Micron Communications

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