CTI Web Reports CME

Transcription

1 CTI Web

2 Contents Table of Contents Part I Introduction 2 Part II IMPORTANT 3 Part III 5 1 Calllog Setup Calllog... Groups 7 Calllog Groups Calllog extensions

3 Introduction 1 Introduction This document describes the features of the Web based application. The is a web based reporting tool, which allows users to generate detailed reporting on both the Panasonic TDA groups as the accompanying extensions. 2

4 IMPORTANT 2 IMPORTANT The following is very important to understand the reporting in callog groups and callog extension. Calls which are received by the PBX group, only count at the Group Report an do not count for the Extension Report. Example: a call is received by extension 105 (Member of Operator Group) This call is reported in the Group report incoming connected call. My colleague at extension 103 (also member of the Operator Group) did not answer this group call. The call is therefore not logged in the incoming missed call report of the group or the extension, as the group call is an answered call by extension 105. This example is reported as follows in the call log groups report: If extension 105 transfers this call to extension 103, this is reported in the extension log, as it is considered a new event. This example is reported as follows in the call log extension report: if you press the button, the following report of Rick with extension 103 will come out of the printer. Please note that this is a scanned hardcopy. 3

5 IMPORTANT 4

6 3 The following page below will show the so-called 'raw' data from the central data repository which is used to store data for all the CTI products (the so-called CTI Repository). All the call information of the PBX as incoming, outgoing, missed calls and lots more will be shown on this page. This data will show when the option call log is on in the CTI services, see manager advanced 3.1 Calllog The first screen displays the raw call data, gathered from the Repository server. The first record from the screen below is explained as follows: # Manager ID Time of Call Caller ID Called ID Length of Call Ring Time Number of the record ID of the Manager - In a multi site configuration, there are several manager ID's date and time of the call ID of the initial party ID of the number called Length of the call Ring time prior to answering 5

7 Category Extension A cal is always categorized in one of the following categories: Category 0: Incoming unanswered call Category 1: Incoming answered call Category 2: Outgoing unanswered call Category 3: Outgoing answered call Extension number Manager ID 0 recorded at 10/12/2005 3:13:15 pm an incoming call from extension 104 to extension 103. The ring time was 01:23 and the call length was 01:23. This means that the call was answered after 01:23 and directly disconnected. Select the month you would like to see the log from. Standard the current month is displayed Select field for filter option Enter the variable and click Set Filter, to set the filter 6

8 3.2 Setup Calllog Groups The previous page described the raw data. Besides the raw data, reports can be made of the PBX groups - as soon as the PBX has groups defined, the reporting tool is able to report all incoming call events per group and per extension. Prior to reporting, configure the groups by selecting Configure Groups' Fill out the PBX group number and click Add The added groups are always displayed in this section. 7

9 The Call log data will now be filtered for his specific group Calllog Groups Incoming missed calls After hours group (Called ID 699) has 31 incoming missed calls, and 3 incoming connected calls. 8

10 By clicking the details buttons at the end of the row, it will show the total incoming missed call information. Its possible to generate a report for a specific day or time by setting up a filter 9

11 Total overview of incoming missed calls regarding the after office hours group (699) Incoming connected calls By clicking the details buttons at the end of the row, it will show the total incoming connected call information. 10

12 Total overview of all incoming connected calls per extension. Overview of al incoming connected call for extension 103,. if you press the button, 11

13 the following report of Rick with extension 103 will come out of the printer. (This is a scan of the actual printed file) This is an example of the incoming-connected call from Rick with extension 103, its also possible to print out al the created reports, of al extensions or groups. 12

14 To create your own report with your own required data, it possible to export the reports to Microsoft excel, by right mouse click on the report. NOTE: this function is implemented in office

15 3.3 Calllog extensions The calllog extension reports on the calls per category per extension for a set time. Calls are categorized in: - Incoming missed - Incoming connected - Outgoing not-connected - Outgoing connected The date, call kind, internal or external can be filtered - to make tailor made reports. If you would like to see the details on a certain event, click 'Details' and they are displayed. 14

16 This report can be printed by clicking button.the Report can also be exported to Excel. Please note that this is a feature of MS-Excel. Export to Excel: 15

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