CALL REPORTING START GUIDE

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1 TALKSWITCH SOFTWARE CALL REPORTING START GUIDE RELEASE 1.0 CT.SA ANSWERS WITH INTELLIGENCE

2 CALL REPORTING START GUIDE INTRODUCTION Call Reporting is a licensed add-on application. It has two modules. The Call Collector module polls the call detail record (CDR) output from the TalkSwitch unit, and writes the information to a database file. The Reports module reads the database file and generates reports. This start guide will walk you through installing Call Reporting, and shows how to produce some sample reports. Additional help can be found in the application. In order to use Call Reporting, ensure your TalkSwitch system is running firmware version 4.10 or greater. The latest software and firmware is available at: Line numbers The line number in Call Reporting indicates the TalkSwitch unit in the first digit. The second and third digits indicate the line type (telephone or VoIP) and line number. For example, a call on TalkSwitch unit 3, telephone line 2 is indicated by line number 302. A call on TalkSwitch unit 1, VoIP line 3 is indicated by line number TalkSwitch Unit Telephone Line Numbers (1 to 8) 101 to to to to to to to to 416 VoIP Line Numbers (1 to 8) Extension numbers The extension number in Call Reporting indicates the TalkSwitch unit and the extension. The first eight extension numbers can be used by analog phones or IP phones. The next eight extension numbers can only be used by IP phones. For example, a call on TalkSwitch unit 3, extension 5 is indicated by extension number 135. A call on TalkSwitch unit 2, extension 11 is indicated by extension number TalkSwitch Unit Analog/IP Extension Numbers (1 to 8) 111 to to to to 148 IP Extension Numbers (9 to 16) 151 to to to to 188 CALL REPORTING START GUIDE 1

3 INSTALLING CALL REPORTING Configuring the TalkSwitch unit Configure the TalkSwitch unit to enable call logging, and to set the parameters for the connection with the Call Collector module. 1. Start the TalkSwitch management software. 2. Choose Tools > Call Logging Output (CDR). The Call Logging window appears. 3. Select Store to file on TalkSwitch. 4. Select the TalkSwitch unit that will perform call logging for all the units, and then click OK. 5. Select the Administration page. CALL REPORTING START GUIDE 2

4 6. Note the System name and System password: If both boxes are blank, you will omit the System name and System password when setting up the connection between Call Reporting and the TalkSwitch unit. If both boxes are complete, you will enter the System name and System password when setting up the connection. If the System name is blank, but the System password is complete, enter a System name. You will enter the System name and System password when setting up the connection. 7. Select the IP Configuration page. a) Ensure System IP settings is set to Use configured IP and DNS information. b) Ensure the IP addresses in the Unit IP address, Subnet mask, Default gateway, Preferred DNS server and Alternate DNS server boxes are appropriate for the LAN where the TalkSwitch system resides. 8. Choose File > Save to save the changes. CALL REPORTING START GUIDE 3

5 Disabling user account control on Windows Vista You can install Call Reporting on 32-bit editions of Windows Vista. If installing Call Reporting on Windows Vista, turn off user account control (UAC). If UAC is not turned off, error messages may appear during installation and the Call Collector Windows Service will not register. 1. Click Start > Control Panel. 2. Click User Accounts. 3. Click User Accounts. 4. Click Turn User Account Control on or off. 5. Click Continue. 6. Clear the Use User Account Control (UAC) check box, and then click OK. 7. If prompted, click Restart Now to reboot your computer. Installing Call Reporting You can install Reports only, or both Reports and Call Collector. Install the Call Collector module on a computer that is connected to the same LAN as the TalkSwitch unit. Call Collector must run constantly, so the computer should not go into sleep mode or be turned off after hours. This ensures the latest information will always be available if someone wishes to run a report. 1. Download the latest version of Call Reporting from 2. Start the TalkSwitch Call Reporting.exe file to begin the installation. If prompted whether you are sure you wish to install this software, click Run. 3. Select the drive you wish to install Call Reporting on, and then click Next. The default drive is C:\. 4. Select the modules to install, and then click Next. If the computer will run reports, select the Reports check box only. If the computer will poll the CDR output from the TalkSwitch unit, select the Reports check box and the Call Collector check box. CALL REPORTING START GUIDE 4

6 5. Select your country, and then click Next. The setup program installs files, and the following window appears. 6. Select the registration type, and then click Next. If you purchased a license key, select Purchased License. If you want to try the application, select 14 Day Trial. If you want to print sample reports, select Demonstration. 7. If you selected Purchased License, the following window appears: a) Copy the license key to the main TalkSwitch Call Reporting folder (e.g. C:\Program Files\TalkSwitch Call Reporting). b) Select The license key has been copied check box. c) Click Next. 8. Click Finish to complete the installation. The Reports module of Call Reporting starts and prompts you to configure it. CALL REPORTING START GUIDE 5

7 Configuring Call Reporting Configure Call Reporting with the extension range, telephone number, and parameters for the connection with the TalkSwitch unit. The following window appears after you install the software, prompting you for the extension range and your telephone number. 1. Complete the From Extension and To Extension boxes with the range of extensions to report on. 2. Enter Your Telephone Number, and click Continue. The New Installation window appears, prompting you for the parameters for the connection with the TalkSwitch unit. 3. Set Model to TalkSwitch. 4. Select the IP Address option. The window disables the Comm Port area, and enables the IP Address area. CALL REPORTING START GUIDE 6

8 5. Enter the IP Address and Port of the TalkSwitch unit. If the computer is on the same LAN as the TalkSwitch unit, enter the Unit IP address of the TalkSwitch unit. The IP address is available in the TalkSwitch management software by clicking the My TalkSwitch system link in the About page. Leave the port number as 80. If the computer is not on the same LAN as the TalkSwitch unit, enter the Current public IP address of the TalkSwitch system. The IP address is available in the TalkSwitch management software by selecting the IP Configuration page. Enter the port of your choosing, but ensure the port number is forwarded from your router to the Unit IP address of the TalkSwitch unit via TCP/IP. 6. Enter the System name into the Username box, and the System password into the Password box. The System name and System password are available in the TalkSwitch management software by selecting the Administration page. 7. Click Finish. Selecting your language Call Reporting supports a variety of languages including English, English - US, Español, and Français. This procedure allows you to select your language. 1. Expand Maintenance > User Preferences. The User Preferences window appears. 2. Select the Language tab. 3. Select your Langauge, and then click OK. Pointing Call Reporting to the database file This optional procedure allows you to move the database file. Call Collector polls call detail record (CDR) output from the TalkSwitch unit, and then writes it to a database file. The Reports module reads the database file when producing a report. You can change the name and location of the database file, but only on the computer that has Call Collector installed on it. By default, the database file is located on the computer running Call Collector. It is located in C:\Program Files\TalkSwitch Call Reporting\Call Collector\Data\pabxcalls.mdb. This file must be used because it contains specific tables. The database file can be moved anywhere, as long as it is still accessible by anyone on the network running the Reports module. Once the database file has been moved to its permanent location, all installations of the Reports module must be pointed to its name and location. CALL REPORTING START GUIDE 7

9 If the computer has the Call Collector module and the Reports module, selecting the new location using the Reports module will automatically update the Call Collector module as well. 1. Close the Reports module. 2. If necessary, use Windows Explorer to move pabxcalls.mdb to a new location. 3. Click Start > Programs > TalkSwitch Call Reporting > TalkSwitch Call Reports. The Reports module prompts you to select the location of the database, and the Select Database Location window appears. 4. Browse to the location of the database file, and then click Open. Testing the connection After configuring Call Reporting, test the connection with the TalkSwitch unit by starting the Call Collector module and ensuring calls appear. 1. Close the Reports module. 2. Click Start > Programs > TalkSwitch Call Reporting > Call Collector. The Call Collector icon appears in the system tray. The Call Collector window appears as well. 3. Make an inbound or outbound call through one of the lines on the TalkSwitch unit (this software will not track internal telephone calls), and then hang up the call. After a few moments (up to one minute), information about that call should appear in the Call Collector window. If the call appears, Call Reporting has been installed and set up correctly. If the call does not appear, contact TalkSwitch Technical Support for assistance. CALL REPORTING START GUIDE 8

10 About the Call Collector Windows Service The Call Collector Windows Service is similar to the Call Collector module. You can use either program to poll the call detail record (CDR) output from the TalkSwitch unit, and write the information to a database file. The programs have two main differences: After rebooting the computer, you must manually start the Call Collector module. However, if the Call Collector Windows Service was running when the computer rebooted, it will automatically resume. If the Call Collector module is running, the Call Collector icon will appear in the system tray. However no indication will appear if the Call Collector Windows Service is running. You can open the Call Collector - Windows Service window to check the status of the program. Opening the Call Collector - Windows Service window 1. Click Start > Programs > TalkSwitch Call Reporting > Call Collector Windows Service. The Call Collector - Windows Service window appears. 2. Click the Start button to start the Call Collector Windows Service. CALL REPORTING START GUIDE 9

11 SAMPLE REPORTS The Reports module allows you to create many different reports, including the line summary and extension summary. The extension summary report can show a range of extensions or selected departments. Line summary 1. Click Start > Programs > TalkSwitch Call Reporting > TalkSwitch Call Reports. 2. Expand Reports > Line > Line Summary. The Line Summary window appears. 3. Enter the range of lines into the From Line and To Line boxes. With four TalkSwitch units that have four lines each, the line numbers range from 101 to Select the date range using the From Date and To Date lists. 5. Select the time frame using the Work Day Start and Work Day End lists. 6. Click the Preview Report icon to view the report. 7. Click the Print Report icon to print the report. 8. Click the Schedule Report icon to set up reports that automatically run at regular intervals. CALL REPORTING START GUIDE 10

12 The following illustration shows a sample line summary report. CALL REPORTING START GUIDE 11

13 Extension summary 1. Expand Reports > Summary > Extension Summary. The Extension Summary window appears. 2. Select the date range using the From Date and To Date lists. 3. Select Extension Range to enter a range of extensions, or select Department to select a department. a) If you selected Extension Range, enter the range of extensions into the From Extension and To Extension boxes. With four TalkSwitch units that have eight extensions each, the extension numbers range from 111 to 188. b) If you selected Department, select the department in the Department list. Departments must be set up as described later. 4. Enter the length of calls that should be included in the report using the Less Than or Greater Than list. 5. Select the time frame using the Work Day Start and Work Day End lists. 6. View, print or schedule the report using the icons described previously. CALL REPORTING START GUIDE 12

14 Adding departments 1. Expand Maintenance > Extensions and Departments > Department Names. The Department Names window appears. 2. Click Add. 3. Enter the name of the department. 4. Click Save. 5. Repeat Steps 2 to 4 for each department, and then click Close. Adding extensions to departments 1. Expand Maintenance > Extensions and Departments > Department Members. The Department Members window appears. 2. Select the department in the Department list. The available extensions appear in the righthand list. 3. Select the extension in the right-hand list, and then click Add. The extension moves to the left-hand list. Note that you can add an extension to multiple departments. 4. Repeat Step 3 for each extension in the department. 5. Repeat Steps 2 to 4 for each department, and then click Close. CALL REPORTING START GUIDE 13

15 We trust your Call Reporting software will provide exceptional features, performance and value to your business. Should you have any further questions, please contact your authorized TalkSwitch reseller. If you purchased directly from TalkSwitch, visit (United States and Canada) or global.talkswitch.com. We welcome your feedback, comments and suggestions. Please us at or write us at TalkSwitch, 1545 Carling Avenue, Suite 510, Ottawa, ON Canada K1Z 8P9. Thank you for choosing TalkSwitch. TalkSwitch All Rights Reserved. CT.SA (May 2008) TalkSwitch is a division of Centrepoint Technologies Inc. TalkSwitch and the TalkSwitch logo are registered trademarks of Centrepoint Technologies Inc. CALL REPORTING START GUIDE 14

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