Networx Toll Free Services Reports User Guide Version 2.0 June 2011

Transcription

1 Networx Toll Free Services Reports User Guide Version 2.0 June 2011

2 Copyright 2011, CenturyLink. All rights reserved. No part of this documentation may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, or otherwise, without prior written permission of CenturyLink. CENTURYLINK PRIVILEGED AND CONFIDENTIAL INFORMATION. ANY USE, COPYING OR DISSEMINATION OF THIS INFORMATION WITHOUT PROPER AUTHORIZATION FROM CENTURYLINK, INC. IS STRICTLY PROHIBITED. This document was last published August CenturyLink employs strong effort to ensure the accuracy of this material. However, information in this manual is subject to change. Refer to notifications of changes until CenturyLink can revise this manual. Information that appears in examples, result statements, window captures, or report captures is fictional. Any resemblance of this information to real people, real private or public companies, or real account information is purely coincidental.

3 Version 1.6 Toll Free Service Report User Guide Manual History History Table The table below provides the revisions and release dates for this document. Version Release Date Author 1.0 First Publication Garth Lewis August 2008 Garth Lewis Added Announcement Reports and Call Prompter Reports December 2008 Garth Lewis Added Alternate Routing report, added information on deleting generated reports, and updated report generation information February 2009 Garth Lewis Added IVR Transcription and IVR Faxback reports. Documented the following updates: Time range selection for report generation Enhanced report download capabilities Scheduled report deletion with notification of upcoming deletion Fields added to Caller Information report August 2009 Garth Lewis Added the following reports: Caller Profile Custom Call Records December 2009 Garth Lewis Added the TFS Real Time reports March 2010 Garth Lewis Updated the Report Summary Page information to reflect changes in how to access the page June 2011 Garth Lewis Updated the document to reflect the switch to Cognos for report display June 2011 Garth Lewis Rebranded the document for CenturyLink August 2011 Garth Lewis Updated report examples. August 2011 Copyright All rights reserved. i

4 Toll Free Service Report User Guide Version 1.6 Table of Contents MANUAL HISTORY... I History Table... i TABLE OF CONTENTS... II HOW DO I?... V GENERATING A TOLL FREE REPORT... 1 Important!... 1 Procedure... 1 CALL STATUS ALTERNATE ROUTING REPORT How this report can help you... 5 Example... 5 CALL STATUS ANNOUNCEMENT SUMMARY REPORT How this report can help you... 6 Example... 7 CALL STATUS ANNOUNCEMENT SUMMARY BY TOLL FREE NUMBER How this report can help you... 8 Example... 8 CALL STATUS IN-ROUTE ANNOUNCEMENT REPORT How this report can help you... 9 Example... 9 CALL STATUS CALL PROMPTER NODE REPORT How this report can help you Example CALL STATUS CALL PROMPTER SUMMARY REPORT How this report can help you Example CALL STATUS CALL PROMPTER SUMMARY BY TOLL FREE NUMBER REPORT How this report can help you Example CALL STATUS IVR APPLICATION PROMPT REPORT How this report can help you Example CALL STATUS IVR SUMMARY REPORT How this report can help you Example CALL STATUS IVR SUMMARY BY TOLL FREE NUMBER REPORT How this report can help you Example ii Copyright All rights reserved. August 2011

5 Version 1.6 Toll Free Service Report User Guide Table of Contents, Continued CALL STATUS REPORT IVR FAXBACK How this report can help you Example CALL STATUS IVR TRANSCRIPTION REPORT How this report can help you Example CALL STATUS TOLL FREE SERVICE REPORT How this report can help you Example Example Example CALLER INFORMATION REPORT How this report can help you Example CALLER PROFILE REPORT How this report can help you Example CUSTOM CALL RECORDS REPORT How this report can help you Example TOLL-FREE AUDIT SUMMARY REPORTS How this report can help you Example Example TOLL-FREE AUDIT TRANSACTION REPORTS How this report can help you Example Example INVENTORY SUMMARY PAGE...27 Overview Using this Page Example Fields and Buttons Tool Icons Filtering REPORT SELECTION PAGE...34 Overview Using This Page Example Fields and Buttons August 2011 Copyright All rights reserved. iii

6 Toll Free Service Report User Guide Version 1.6 Table of Contents, Continued REPORT DEFINITION PAGE...37 Overview Using This Page Example Example Fields and Buttons REPORT CRITERIA PAGE...41 Overview Using This Page Example Fields and Buttons REPORT SUMMARY PAGE...45 Overview Example How to Access Fields and Buttons Filtering Deleting Reports VIEWING/DOWNLOADING A REPORT...51 Download Options Downloading the Report ABOUT TFS REAL TIME REPORTING...55 What are TFS Real Time Reports? How can these reports help you? Available Dashboards Aliases A note about timing out SETTING UP TFS REAL TIME REPORTING...56 Procedure Creating or Modifying an Alias CONFIGURING THE DASHBOARDS...59 Incomplete Calls Trunk Utilization THE SETTINGS TAB Example Fields and Buttons THE CONFIGURATION PAGES Example 1 Trunk Utilization Example 2 Incomplete Calls Fields and Buttons THE TRUNK UTILIZATION DASHBOARD Example Fields and Buttons THE INCOMPLETE CALLS DASHBOARD Example Fields and Buttons iv Copyright All rights reserved. August 2011

7 Version 1.6 Toll Free Service Report User Guide How Do I? Generate a Toll Free Service Report... 1 Filter the Inventory Summary Page Filter the Report Summary List Delete a Report Set Up TFS Real Time Reporting Create or Modify an Alias for TFS Real Time Reports Configure TFS Real Time Report Dashboards August 2011 Copyright All rights reserved. v

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9 Version 1.6 Toll Free Service Report User Guide Generating a Toll Free Report Important! UBIs (Unique Billing Identifiers) must have TFS (Toll-free Service) Reporting purchased before you can generate a report. TFS Reporting is available when you see or next to the UBI on the Inventory Summary page. The table below briefly describes the reports available for each icon. If you see You can generate Toll-free Service reports. These reports give you information about the products and features available for your toll-free services, along with usage information for selected time periods. For more information on these reports, see pages 5 through 21. Toll-free Audit reports. These reports allow you to track changes made to your toll-free services by Networx users. Four audit reports are available, allowing you to see summary or transaction level changes by trunk group (for toll-free numbers with dedicated terminating addresses) or toll-free number. For more information on these reports, see pages 23 and 25. Procedure Follow the steps in the table below to generate a Toll Free Services report. Step 1 Log into the Networx portal. Action Note: Usernames must be 16 characters or less, may contain no commas or other special characters, and can be upper or lower case. Passwords are case-sensitive, must be 8 to 15 characters in length, must contain at least one capital letter and one numeric or special character, and cannot contain the first or last name of your User ID. 2 From any page, click the Services tab at the top. Result: The Inventory Summary page appears. 3 Select the check boxes (up to 10) for the TFS Reporting-enabled UBIs you want to include. Note: You can only generate this report for items with TFS in the Service column, and or next to the UBI. You can find these items quickly by filtering the Inventory Summary list. See page 33 for more information on filtering the list. August 2011 Copyright All rights reserved. 1

10 Toll Free Service Report User Guide Version 1.6 Generating a Toll Free Report, Continued Procedure (continued) Step Action 4 From the Select Action then Click Go drop-down list at the bottom of the page, select Generate TFS Report. 5 Click. Result: The system takes you to the Report Selection page. 6 Select the radio button for the report you want to generate, then click. Result: The system takes you to the Report Definition page. 7 Are you generating a Caller Information Report, Call Status Report - IVR Transcription, Call Status Report - IVR Faxback, Caller Information Report, or Toll Free Audit Report? If Then Yes a. Click next to each Date Range field to select the earliest and most recent date you want the report to cover. b. Skip to Step 10. No a. Select from the Report Date Range section of the page the radio button next to the length of time on which you want to report. Result: The values in the Report Increment section change to reflect the options available based on your selection. b. Proceed to the next Step. 8 From the Report Date Range section of the page, select the radio button for the length of time you want the report to cover. Result: The values in the Report Increment section of the page change to reflect the options available based on your selection. 2 Copyright All rights reserved. August 2011

11 Version 1.6 Toll Free Service Report User Guide Generating a Toll Free Report, Continued Procedure (continued) Step Action 9 Depending on your selection above, take the appropriate action: If you selected Then Custom a. Click next to the first adjacent field. Result: A pop-up calendar appears. b. Navigate to and choose the date to go into the field. c. Click next to the second adjacent field. Result: A pop-up calendar appears. d. Navigate to and choose the date to go into the field. Weekly, Monthly, or Quarterly Note: The date in the second field must occur after the date in first field. e. In the Report Increment section of the page, select how you want your report broken out for each day in the date range you selected. If you choose Half Hour Increment or Hourly Increment, select from the adjacent drop-down lists the range of time the report should include for each indicated date. a. From the first adjacent drop-down list, select the earliest week, month, or quarter (as appropriate) you want the report to cover. b. From the second adjacent drop-down list, select the most recent week, month, or quarter (as appropriate) you want the report to cover. 10 Click. Result: The system takes you to the Report Criteria page. 11 In the Report Name field, type the identifier you want to use for your new report. This is the value that will identify your report in the Report Summary list once you have generated your report. Note: You can type a maximum of 40 alphanumeric characters. August 2011 Copyright All rights reserved. 3

12 Toll Free Service Report User Guide Version 1.6 Generating a Toll Free Report, Continued Procedure (continued) Step Action 12 In the Report Title field, type the brief, descriptive title you want to appear in the body of the report itself. Note: You can type a maximum of 80 alphanumeric characters in this field. 13 In the Report Comments field, type any additional notes you want to associate with the report. Note: You can type a maximum of 120 alphanumeric characters in this field. 14 In the first Available box, click the items you want to include in the report. Notes: 15 Click. To select a range of numbers, click the first number in the range, hold down the Shift key, then click the last number in the range. To select multiple individual numbers, hold down the Ctrl key and click each number you want to select. You can select a maximum of 15 Toll Free numbers. Result: The selected numbers move to the Selected box. 16 Repeat Steps 14 and 15 as necessary for any remaining items. 17 From the drop-down list next to the Select Time Zone radio button, choose the time zone you want to apply to the times in your report. 18 Click. Result: The system attempts to generate your report, then takes you to the Report Summary page. Your report should now appear in the list. A message at the top of the page warns you that your report is not yet complete. The Report Summary page will refresh every few seconds until the report is ready. Note: Weekly, Monthly, and Quarterly reports will be saved for 210 days. Custom reports will be saved for 14 days. 4 Copyright All rights reserved. August 2011

13 Version 1.6 Toll Free Service Report User Guide Call Status Alternate Routing Report The Call Status Alternate Routing report gives you statistical information about calls that were completed over your defined routes. The report covers both Primary and Non-Primary routes. Information in this report is organized by Toll Free number. How this report can help you Use this report to see how your Toll Free numbers primary and secondary routes handle your call traffic. This information can help you determine whether new call routing plans, or even new Toll Free numbers, are necessary. Example The image below is an example of the Call Status Alternate Routing Report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 5

14 Toll Free Service Report User Guide Version 1.6 Call Status Announcement Summary Report The Call Status Announcement Summary report gives you information indicating the success or failure, as well as the duration, of calls that used your predefined Announcements. This information is summarized for all your Toll Free numbers. Notes: With an Announcement, the system plays a message to the caller, then disconnects. For In-Route Announcements, the system plays a message to the caller, then transfers the call to the appropriate party. When you download this report in the CSV (Comma Separated Value) format, the 8XX field will always be blank. See Viewing/Downloading a Report 51 for more information on downloading reports and the available formats. How this report can help you The information in this report allows you to evaluate the level of traffic going to your Toll Free Announcements. Using this information you can quickly locate time periods of intense activity, or lack thereof, and adjust your services accordingly. 6 Copyright All rights reserved. August 2011

15 Version 1.6 Toll Free Service Report User Guide Call Status Announcement Summary Report, Continued Example The image below is an example of a Call Status Announcement Summary report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 7

16 Toll Free Service Report User Guide Version 1.6 Call Status Announcement Summary by Toll Free Number The Call Status Announcement Summary by Toll Free Number report gives you information indicating the success or failure, as well as the duration, of call to Announcements. This information is broken out for each of your Toll Free numbers. Note: With an Announcement, the system plays a message to the caller, then disconnects. For In-Route Announcements, the system plays a message to the caller, then transfers the call to the appropriate party. How this report can help you The information in this report allows you to evaluate the level of traffic going to your Toll Free Announcements. Using this information you can quickly locate time periods of intense activity, or lack thereof, for each of your toll-free numbers. Using this information, you can adjust your services accordingly. Example The image below is an example of a Call Status Announcement Summary by Toll Free Number report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 8 Copyright All rights reserved. August 2011

17 Version 1.6 Toll Free Service Report User Guide Call Status In-Route Announcement Report The In-Route Announcement report gives you summarized information on the success and duration of calls to your In-Route Announcements. This report is broken out by Toll Free number. Note: With an Announcement, the system plays a message to the caller, then disconnects. For In-Route Announcements, the system plays a message to the caller, then transfers the call to the appropriate party. How this report can help you This report allows you to see information on calls blocked or abandoned versus calls completed. You can also see how long calls using your In-Route Announcements tend to last. Example The image below is an example of an In-Route Announcement report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 9

18 Toll Free Service Report User Guide Version 1.6 Call Status Call Prompter Node Report The Call Prompter Node report tells you how many times each call prompt was selected over a given period of time, as well as the number of calls over that period. This report is broken out by Toll Free number. How this report can help you This report allows you to see how often callers to each 8xx number are using the prompts you set up for that number. By comparing the selected prompts to the number of calls, you can evaluate the complexity of your Call Prompts. This can help you determine if your prompts are too complex or redundant. Example The image below is an example of a Call Prompter Node report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 10 Copyright All rights reserved. August 2011

19 Version 1.6 Toll Free Service Report User Guide Call Status Call Prompter Summary Report The Call Prompter Summary report gives you summary information about the success rates of calls made to your Call Prompt services, as well as call duration. This report is summarized for all your Toll Free numbers. Note: When you download this report in the CSV (Comma Separated Value) format, the 8XX field will always be blank. See Viewing/Downloading a Report on page 51 for more information on downloading reports and the available formats. How this report can help you This report allows you to analyze how your Call Prompter application is being utilized. By reviewing the information in this report, you can see how long, on average, it takes customers to find the information they need following your prompts. You can also see how often customers abandon calls, which can help you evaluate the usefulness of your prompts. Example The image below is an example of a Call Prompter Summary report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 11

20 Toll Free Service Report User Guide Version 1.6 Call Status Call Prompter Summary by Toll Free Number Report The Call Prompter Summary by Toll Free Number report gives you information on the success and duration of calls made to your Toll Free numbers that accessed call prompts. This report is broken out by Toll Free number and time period. How this report can help you This report allows you to analyze how your Call Prompter application is being utilized. By reviewing the information in this report, you can see how long, on average, it takes customers to find the information they need following your prompts. You can also see how often customers abandon calls, which can help you evaluate the usefulness of your prompts. This report is broken out by 8xx number. Example The image below is an example of a Call Prompter Summary by Toll Free Number report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 12 Copyright All rights reserved. August 2011

21 Version 1.6 Toll Free Service Report User Guide Call Status IVR Application Prompt Report The IVR Application Prompt report gives you information about the number of times each prompt was selected for your IVR (Interactive Voice Response) services. This report is broken out by Toll Free number. How this report can help you This report allows you to see how callers are using the different prompts you have defined for your IVR services. Example The image below is an example of an IVR Application Prompt report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 13

22 Toll Free Service Report User Guide Version 1.6 Call Status IVR Summary Report The IVR Summary Report summarizes the success rate and duration of calls made to your IVR services. This report combines data for all your Toll Free numbers. Note: When you download this report in the CSV (Comma Separated Value) format, the 8XX field will always be blank. See Viewing/Downloading a Report on page 51 for more information on downloading reports and the available formats. How this report can help you You can review this report to see how often callers are hitting a particular prompt. This information can help you spot prompts that are overutilized (indicating a bottleneck or a particularly useful prompt) or underutilized (indicating prompts you may not really need). Example The image below is an example of an IVR Summary report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 14 Copyright All rights reserved. August 2011

23 Version 1.6 Toll Free Service Report User Guide Call Status IVR Summary by Toll Free Number Report The IVR Summary by Toll Free Number report gives you information on the success and duration of calls made to your IVR (Interactive Voice Response) services. The statistics in this report are broken out by Toll Free number. How this report can help you You can review this report to see how often callers are hitting a particular prompt for each Toll Free number. This information can help you spot prompts that are overutilized (indicating a bottleneck or a particularly useful prompt) or underutilized (indicating prompts you may not really need). Example The image below is an example of an IVR Summary by Toll Free Number report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 15

24 Toll Free Service Report User Guide Version 1.6 Call Status Report IVR Faxback The IVR Faxback report gives you information on each Faxback attempt the system makes. The report gives you the following information: The date and time of each attempt The Fax number used The results and length of the attempt, and The number of pages transmitted How this report can help you This report allows you to review system attempts to FAX IVR information to you. This information can help you find transmission problems, and help correct the underlying causes. Example The image below is an example of an IVR Faxback report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 16 Copyright All rights reserved. August 2011

25 Version 1.6 Toll Free Service Report User Guide Call Status IVR Transcription Report The IVR Transcription report provides you with a listing of each caller that accessed the IVR application and left a recorded message. This report provides you the date and time of each call, the unique identifier for each recorded message file associated with the recording, as well as the length of each message. How this report can help you This report allows you to track and review recorded messages callers have left on your IVR service(s). You can use this information to see how often callers leave recorded messages, as well as message length and the identifiers assigned to the recordings. The report provides a detailed list of all callers that dial into a specific IVR and leaves a message that is recorded and stored. The user is given a Message File ID to retrieve recorded messages as needed. Example The image below is an example of an IVR Transcription report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 17

26 Toll Free Service Report User Guide Version 1.6 Call Status Toll Free Service Report The Call Status Toll Free Service report provides you a summary of all calls made to your toll free numbers. Summary information is broken out by the states and area codes from which the calls originated. The report also gives you summary information by trunk group or terminating address (depending on whether your toll free numbers are switched or dedicated). How this report can help you This report allows you to track and review where your calls are coming from, and where they are terminating. This information can help you spot overutilized or underutilized trunk groups/terminating addresses. You can also plan your call distribution to make better use of the physical locations available to you. Reviewing this report can help you plan geographic and time-based (taking time zones into account) routing for your call plans. Example 1 The image below is an example of the summary Call Status Toll Free Service report. Note: The examples below show the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 18 Copyright All rights reserved. August 2011

27 Version 1.6 Toll Free Service Report User Guide Call Status Toll Free Service Report, Continued Example 2 The Subtotal for Increment values for the Incomplete Calls columns are hyperlinks. When you click one of these values, the report displays another level. An example of that level appears below. Example 3 The Subtotal for Increment values for the Total Call Attempts columns are hyperlinks. When you click one of these values, the report displays another level. An example of that level appears below. August 2011 Copyright All rights reserved. 19

28 Toll Free Service Report User Guide Version 1.6 Caller Information Report The Caller Information report gives you details about the parties calling your toll free numbers. This detailed information comes directly from the 8XX call records, and includes the following: Date Time ANI Number dialed Duration Disposition Feature Indicator (TnR, BRNA, Menu) How this report can help you This report allows you to see call origination details. This information can help you plan time and date-based call routing. In addition, by tracking call duration, you can maximize your resources by spreading calls out from saturated locations and toll free numbers to those less utilized. The information in the report can often allow you to spot potential issues before they cause problems. Finally, the last three columns in the report provide a yes/no indicator confirming the presence of these features (TnR, BRNA, Menu) provisioned on the toll-free number. Example The image below is an example of a Caller Information report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 20 Copyright All rights reserved. August 2011

29 Version 1.6 Toll Free Service Report User Guide Caller Profile Report The Caller Profile report gives you a daily summary of calls made to your Toll Free numbers. This report contains statistical information about the calls received each day. You can see how many unique callers there were each day, along with how many calls were completed, the number of successful attempts per caller, and the average number of times a caller dialed before successfully completing the call. How this report can help you This report can help you monitor the customer experience of calls to your Toll Free numbers. In particular, you can spot potential issues with users needing to dial your numbers multiple times before the call is successfully completed. Example The image below is an example of the Caller Profile report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 21

30 Toll Free Service Report User Guide Version 1.6 Custom Call Records Report The Custom Call Records report gives you detailed information on each call made to your IVR (Interactive Voice Response)-enabled Toll Free numbers. Unlike the other toll-free service reports, this report is not user-generated. The system generated and uploads this report automatically at daily, weekly, or monthly intervals. The interval is selected when the report is purchased, with separate CLINs (Contract Line Item Numbers) for each interval. Note: Given the large volume of data, this report s default format is.csv. However, you can choose to view the report in PDF or HTML if needed. The example below shows the report in HTML format. How this report can help you The information in this report can help you see how callers experience the menus provided by your IVR. Using this report, you can see where users might be getting stuck or held up in a way that can frustrate them or cause them to abandon the call. You can also use this report to ensure that your IVR features are set up in a way to promote a smooth customer experience. Example The image below is an example of the Custom Call Records report. 22 Copyright All rights reserved. August 2011

31 Version 1.6 Toll Free Service Report User Guide Toll-free Audit Summary Reports The Toll-free Audit Summary reports give you high-level information on changes made to your toll-free numbers. Two versions of this report are available. The Toll-free Audit Summary by Toll-free Number report allows you to see changes made to individual toll-free numbers associated with your Enterprise. The Toll-free Audit Summary by Trunk Group report allows you to see changes made to the toll-free numbers associated with a selected trunk group. How this report can help you The Toll-free Audit Summary reports allow you to see the unique identifier for the user who entered each listed transaction. This information can help you monitor activity on your toll-free numbers. Example 1 The image below is an example of the Toll-free Audit Summary by Tollfree Number report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 23

32 Toll Free Service Report User Guide Version 1.6 Toll-free Audit Summary Reports, Continued Example 2 The image below is an example of the Toll-free Audit Summary by Trunk Group report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 24 Copyright All rights reserved. August 2011

33 Version 1.6 Toll Free Service Report User Guide Toll-free Audit Transaction Reports The Toll-free Audit Transaction reports give you information on individual actions taken on your toll-free numbers. Two versions of this report are available. The Toll-free Audit Transaction by Toll-free Number report lists transaction information by individual number. The Toll-free Audit Transaction by Trunk Group report breaks out toll-free number changes by trunk group. How this report can help you The Toll-free Audit Transaction reports allow you to see who is making changes to your toll-free numbers, and what changes they are making. This information can help you monitor activity on your toll-free numbers. Example 1 The image below is an example of the Toll-free Audit Transaction by Tollfree Number report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. August 2011 Copyright All rights reserved. 25

34 Toll Free Service Report User Guide Version 1.6 Toll-free Audit Transaction Reports, Continued Example 2 The image below is an example of the Toll-free Audit Transaction by Trunk Group report. Note: This example shows the report in HTML format. When you open a report, the system allows you to select the format in which you want the report rendered. 26 Copyright All rights reserved. August 2011

35 Version 1.6 Toll Free Service Report User Guide Inventory Summary Page Overview The Inventory Summary page gives you a listing of the service components with which you can work in Networx. For the purposes of this document, this page lists your Toll Free service components. Using this Page The steps below briefly describe how you use this page to generate a Toll Free Services report. Step Action 1 Log into the Networx portal. 2 From any page, click the Services tab at the top. Result: The Inventory Summary page appears. 3 Select the check boxes (up to 10) for the UBIs you want to include. Note: You can filter the Inventory Summary list to find more quickly the specific items you want to include. See page 33 for more information on filtering the list. If you select a UBI that does not have reporting enabled, the system will warn you and allow you to continue with any UBIs that are enabled. 4 From the Select Action then Click Go drop-down list at the bottom of the page, select Generate TFS Report. 5 Click. Result: The system takes you to the Report Selection page. August 2011 Copyright All rights reserved. 27

36 Toll Free Service Report User Guide Version 1.6 Inventory Summary Page, Continued Example The image below is an example of the Inventory Summary page. 28 Copyright All rights reserved. August 2011

37 Version 1.6 Toll Free Service Report User Guide Inventory Summary Page, Continued Fields and Buttons The table below identifies the fields and buttons appearing on the Inventory Summary page. Field View by AHC View by Inventory Code AHC Field Inventory Code UBI Service Id Service View By Section Click this option to view the Inventory list grouped by AHC (Agency Hierarchy Code The unique identifier for the agency billing/budgeting organization responsible for each listed service). Click this option to view the Inventory list grouped by Inventory Code (Inventory Codes are unique Originating/Terminating identifiers for a given service). Filters Section This field allows you to type the AHC for the services you want to see listed in the Inventory Summary list. Note: This field only appears if you have selected View by AHC from the View by section. This field allows you to type the unique Inventory Code for the services you want to see listed in the Inventory Summary list. Note: This field only appears if you have selected View By Inventory Code from the View by section. This field allows you to type the UBI (Universal Billing Identifier The unique identifier for a given service and all of its associated components) for the services you want to see listed in the Inventory Summary list. This field allows you to type the unique identifier for the service instance(s) you want to see listed. This drop-down list allows you to select the service you want to see listed. Note: Only TFS is relevant to this document. August 2011 Copyright All rights reserved. 29

38 Toll Free Service Report User Guide Version 1.6 Inventory Summary Page, Continued Fields and Buttons (continued) Field Agency Address 1 Address 2 City State Zipcode Country Filters Section (continued) This field allows you to type the name of the federal agency whose services you want to see listed. This field allows you to type the street address for the location whose services you want to see listed. This field allows you to type additional street address information for the location whose services you want to see listed. This field allows you to type the name of the city in which the location whose services you want to see listed resides. This drop-down list allows you to select the state for which you want to see services listed. This field allows you to type the ZIP or postal code for which you want to see services listed. This field allows you to type the name of a country for which you want to see services listed. Note: You can add an asterisk to the end of what you type in the above fields as a wildcard character. (The Zipcode field allows you to add an asterisk to the beginning of what you type as well.) This allows you to type a partial value in order to see all matches. Click this button to clear all the fields in this section so that you can enter a new filter. Click this button to apply your criteria to the list. When you click this button, the system will retrieve all the items that match your criteria. When the screen reappears, only the matching items should appear in the Inventory Summary list. 30 Copyright All rights reserved. August 2011

39 Version 1.6 Toll Free Service Report User Guide Inventory Summary Page, Continued Fields and Buttons (continued) Field Inventory Summary Section These check boxes allow you to choose the items with which you want to work. When you select one or more check boxes in this column, choose an action from the Manual Action drop-down list, and click, the system applies the selected action to all selected items. AHC Inventory Code UBI Service Agency Service Address Select Action then click Go Note: You can select every item in the list by selecting the check box in the table header. This column displays the AHC associated with each listed service. Note: This field only appears if you have selected View By AHC from the View by section. This column displays the Inventory Code associated with each listed service. Note: This field only appears if you have selected View By Inventory Code from the View by section. This column displays the UBI associated with each listed service. You can click any value listed in this column to see additional information for the associated service. When you click one of these links, the system takes you to the Service Details page for that service. This column identifies the type of service each listed item is. This column identifies the agency with which each listed service is associated. This column displays the address associated with each listed service. This drop-down list allows you to choose an action you want to take with the selected items. Click this button to perform the selected action on the selected items. When you click this button after selecting a file and an action, the system will take you to the appropriate page to begin that action. August 2011 Copyright All rights reserved. 31

40 Toll Free Service Report User Guide Version 1.6 Inventory Summary Page, Continued Tool Icons The table below briefly describes the tool icons appearing on this page. Icon This icon indicates that you cannot take any action with the associated UBI (Universal Billing Indicator). Only one active order is allowed for a given service at any one time. When a pending order exists for a service, the system locks that UBI so that users cannot enter any additional orders until the current order clears. This icon indicates Toll-free Service Reports are available for the associated UBI. This icon indicates that Toll-free Audit Reports are available for the associated UBI. This icon indicates that users can request changes to the BOD (Bandwidth on Demand) feature for the associated UBI. This icon allows you to select a specific service element for the action you want to take. When you click this icon, the value in the Service ID column for the selected item becomes a drop-down list. This list drop-down list allows you to choose the identifier for the appropriate service element. Note: If you want to create a Repair ticket or modify BOD services, you must click this icon and select a Service ID before continuing. 32 Copyright All rights reserved. August 2011

41 Version 1.6 Toll Free Service Report User Guide Inventory Summary Page, Continued Filtering Follow the steps below to create a filter for the information in the Inventory Summary list so that the list will only display the items you want to see. Notes: You can add an asterisk to the beginning or the end of what you type in the Filter fields as a wildcard character. This allows you to type a partial value in order to see all matches. Steps 1 through 6 below are optional. Provide only as much information as you need to find the items you seek. Step Action 1 In the Filters section of an Inventory Summary page, type in the AHC or Inventory Code (depending on the view you have selected) field as much as you can of the unique identifier for the inventory you want to see listed. 2 In the UBI field, type the UBI (Universal Billing Identifier - The unique identifier for a given service and all of its associated components) for the services you want to see listed. 3 In the Service Id field, type the unique identifier for the service instance(s) you want to see listed. 4 From the Service drop-down list, select the kind of service you want to see listed. In this case, you want to select TFS. 5 In the Agency field, type the name of the federal agency receiving the services you want to see listed. 6 In the Address 1, Address 2, City, State, Zipcode, and Country fields, type the appropriate information for the locations you want to see listed. Note: 7 Click. You can clear the fields at any time by clicking. When you click this button, the system deletes all the information you entered without taking any further action. This allows you to begin a new filter from scratch. Result: The system retrieves all the services that match the criteria you entered, then refreshes the browser window. When the screen reappears, only the information that matches the criteria you entered should be listed. August 2011 Copyright All rights reserved. 33

42 Toll Free Service Report User Guide Version 1.6 Report Selection Page Overview The Report Selection page is the first stage in generating your TFS report. This page allows you to choose the report you want. Using This Page The steps below briefly describe how you use this page to generate a Toll Free Services report. Step Action 1 Select the radio button for the report you want to generate, then click. Result: The system takes you to the Report Definition page. 34 Copyright All rights reserved. August 2011

43 Version 1.6 Toll Free Service Report User Guide Report Selection Page, Continued Example The image below is an example of the Report Selection page. August 2011 Copyright All rights reserved. 35

44 Toll Free Service Report User Guide Version 1.6 Report Selection Page, Continued Fields and Buttons The table below briefly describes the fields and buttons appearing on the Report Selection page. Field Report Title These radio buttons allow you to choose the report you want. The specific Toll Free services for which you can generate each listed report are listed under each report title. Click this button to return to the last page you were viewing. Once you have made your selection, click this button to proceed to the next step in generating your report. When you click this button, the system remembers your selections, then takes you to the Report Definition page. Click this button to end the process of generating your report. When you click this button, the system dumps all the selections you have made so far and returns you to the Inventory Summary page. 36 Copyright All rights reserved. August 2011

45 Version 1.6 Toll Free Service Report User Guide Report Definition Page Overview The Report Definition page allows you to select the dates you want your Toll Free service report to cover, as well as the lengths of time you want the report broken into. This page is the second step in generating your Toll Free Services report. Using This Page The steps below briefly describe how you use this page to generate a Toll Free Services report. Step Action 1 Are you generating a Caller Information Report, Call Status Report - IVR Transcription, or Call Status Report - IVR Faxback? If Then Yes a. Click next to each Date Range field to select the earliest and most recent date you want the report to cover. b. Skip to Step 3. No a. Select from the Report Date Range section of the page the radio button next to the length of time on which you want to report. Result: The values in the Report Increment section change to reflect the options available based on your selection. b. Proceed to the next Step. 2 From the Report Date Range section of the page, select the radio button for the length of time you want the report to cover. Result: The values in the Report Increment section of the page change to reflect the options available based on your selection. August 2011 Copyright All rights reserved. 37

46 Toll Free Service Report User Guide Version 1.6 Report Definition Page, Continued Using This Page (continued) Step Action 3 Depending on your selection above, take the appropriate action: If you selected Then Custom a. Click next to the first adjacent field. Result: A pop-up calendar appears. b. Navigate to and choose the date to go into the field. c. Click next to the second adjacent field. Result: A pop-up calendar appears. d. Navigate to and choose the date to go into the field. Weekly, Monthly, or Quarterly Note: The date in the second field must occur after the date in first field. e. In the Report Increment section of the page, select how you want your report broken out for each day in the date range you selected. If you choose Half Hour Increment or Hourly Increment, select from the adjacent drop-down lists the range of time the report should include for each indicated date. a. From the first adjacent drop-down list, select the earliest week, month, or quarter (as appropriate) you want the report to cover. b. From the second adjacent drop-down list, select the most recent week, month, or quarter (as appropriate) you want the report to cover. 4 Click. Result: The system takes you to the Report Criteria page. 38 Copyright All rights reserved. August 2011

47 Version 1.6 Toll Free Service Report User Guide Report Definition Page, Continued Example 1 The image below is a sample of the Report Definition page as it appears for most reports. Example 2 The image below is an example of the Report Definition page as it appears when you are generating a Caller Information, Call Status IVR Faxback, or Call Status IVR Transcription report August 2011 Copyright All rights reserved. 39

48 Toll Free Service Report User Guide Version 1.6 Report Definition Page, Continued Fields and Buttons The table below briefly describes the fields and buttons appearing on the Report Definition page. Field Report Date Range Report Increment These radio buttons and their adjacent fields/dropdown lists allow you to indicate the time period you want your report to cover. To provide a date for a field, click. A pop-up calendar will appear, allowing you to navigate to and choose the date to go into the field. These radio buttons allow you to indicate how you want the information in your report broken out. The time increments available to you will vary depending on your selection from the Report Date Range section of the page. Note: The Half Hour Increment and Hourly Increment options require you to select a range of hours from the Hour Range drop-down lists. Click this button to return to the last page you were viewing. Once you have made your selection, click this button to proceed to the next step in generating your report. When you click this button, the system remembers your selections, then takes you to the Report Criteria page. Click this button to end the process of generating your report. When you click this button, the system dumps all the selections you have made so far and returns you to the Inventory Summary page. 40 Copyright All rights reserved. August 2011

49 Version 1.6 Toll Free Service Report User Guide Report Criteria Page Overview The Report Criteria page is the final stage in generating your report. This page allows you to assign identifying information, and attach comments, to your report. This page also displays the time zone for the report. Using This Page The steps below briefly describe how you use this page to generate a Toll Free Services report. Step Action 1 In the Report Name field, type the identifier you want to use for your new report. This is the value that will identify your report in the Report Summary list once you have generated your report. Note: You can type a maximum of 40 alphanumeric characters. 2 In the Report Title field, type the brief, descriptive title you want to appear in the body of the report itself. Note: You can type a maximum of 80 alphanumeric characters in this field. 3 In the Comments field, type any additional notes you want to associate with the report. Note: You can type a maximum of 120 alphanumeric characters in this field. 4 In the first Available box, click the items you want to include in the report. Notes: To select a range of items, click the first number in the range, hold down the Shift key, then click the last number in the range. To select multiple individual items, hold down the Ctrl key and click each number you want to select. You can select a maximum of 15 Toll Free numbers. August 2011 Copyright All rights reserved. 41