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

50 Toll Free Service Report User Guide Version 1.6 Report Criteria Page, Continued Using This Page (continued) Step 5 Click. Action Result: The selected numbers move to the Selected box. 6 Repeat Steps 4 and 5 for each Available box on the page. 7 From the Select Time Zone drop-down list, choose the time zone you want to apply to times shown in your report. 8 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. Note: A message at the top of the page warns you that your report is not yet complete. The Report Summary page will continue to refresh every few seconds until the report is ready. 42 Copyright All rights reserved. August 2011

51 Version 1.6 Toll Free Service Report User Guide Report Criteria Page, Continued Example The image below is an example of the Report Criteria page. Fields and Buttons The table below briefly describes the fields and buttons appearing on the Report Criteria page. Field Report Name Report Title Report Comments This field requires you to type the identifier you want to use for the report. This is the value that will appear on the Report Summary page. Note: You can type a maximum of 40 alphanumeric characters in this field. This field allows you to type a title for the report. This value will appear in your browser's title bar when you open the completed report. Note: You can type a maximum of 80 alphanumeric characters in this field. This text box allows you to type any additional notes you want to attach to the report. Note: You can type a maximum of 120 alphanumeric characters in this field. August 2011 Copyright All rights reserved. 43

52 Toll Free Service Report User Guide Version 1.6 Report Criteria Page, Continued Fields and Buttons (continued) Field Available Selected Select Time Zone These boxes list all the items you can include in your report. Items appearing in this list have not been selected and will not appear in your report. To select an item to include, simply click that item. To select a range of items, click the first item in the range, hold down the Shift key, then click the last item in the range. To select multiple individual items, hold down the Ctrl key and click each item you want to select. Click this button to move the selected items in the Available box to the Selected box. Click this button to move the selected items in the Selected box to the Available box. Click this button to move every item in the Available box to the Selected box. Click this button to move every item in the Selected box to the Available box. This box lists all the items currently selected for your report. Items appearing in this list will appear in your report. To select an item to remove from the report, simply click that item. To select a range of items, click the first item in the range, hold down the Shift key, then click the last item in the range. To select multiple individual items, hold down the Ctrl key and click each item you want to select. This drop-down list allows you to choose the time zone you want to apply to the times appearing in your report. Click this button to go back to the last page you were viewing without taking any action. Click this button to complete the process of running your report. When you click this button, the system saves all the information you provided, attempts to generate the report, then takes you to the Report Summary page. Your report should appear listed on the 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. 44 Copyright All rights reserved. August 2011

53 Version 1.6 Toll Free Service Report User Guide Report Summary Page Overview The Report Summary page gives you a listing of available toll free service reports, and identifies the current status of each. From this page, you can open any available (in other words, not In Progress or Failed) report to review its contents. The Filters section of the page allows you to enter criteria to find a specific report quickly. You can also sort the columns on this page in ascending or descending order by clicking the column name in the header. Example The image below is an example of the Report Summary page. August 2011 Copyright All rights reserved. 45

54 Toll Free Service Report User Guide Version 1.6 Report Summary Page, Continued How to Access To get to the Report Summary page, you can either generate a report (see Generating a Toll Free Report on page 1 for more information on generating a TFS report), or follow the steps below. Step Action 1 From the top-level menu bar of any page in the Networx application, select Reports. Result: The system takes you to the Reporting module. 2 Click the Services menu. Result: The Reports to View section appears. 3 From the Select Service Type drop-down list, select TFS. 4 Click. Result: The system takes you to the Report Summary page. Fields and Buttons The table below briefly describes the fields and buttons appearing on the Report Summary page. Note: The columns on this page are sortable. Filters Section Field Report Name This field allows you to type the unique identifier for the reports you want to see listed. Report Type This drop-down list allows you to choose the kind of Toll Free service report you want to see listed. Report Category This drop-down list allows you to choose the general category for the reports you want to see listed. 46 Copyright All rights reserved. August 2011

55 Version 1.6 Toll Free Service Report User Guide Report Summary Page, Continued Fields and Buttons (continued) Field Submission Date Created By Report Status Field View All Filters Section (continued) These fields allow you to type the date on which the reports you want to see listed were created. Use the date format mm/dd/yyyy (for example, you would type the date 28 February 1970 as 02/28/1970). Note: To select the date, click. A pop-up calendar will appear, allowing you to navigate to and choose the date to go into the field. This field allows you to type the unique identifier for the user that created the reports you want to see listed. This drop-down list allows you to select the current status of the reports you want to see listed. Click this button to clear all the fields in this section so that you can start over with 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, then refresh your browser window. When the page reappears, only the matching items should appear in the report list. Report Summary List The Report Summary Page normally lists reports in groups of 25. Click this link to see all the available reports in one list. These check boxes allow you to select the reports you want to delete from the system. August 2011 Copyright All rights reserved. 47

56 Toll Free Service Report User Guide Version 1.6 Report Summary Page, Continued Fields and Buttons (continued) Field Report Name Report Type Report Category Submission Date Created By Report Status Report Summary List This column displays the identifier that was assigned to each listed report when it was generated. For completed reports, the values in this column will be hyperlinks. When you click one of these values, the system will display the report. This column displays the kind of report each listed item is, within its given category. This column displays the general variety of each listed report. This field displays the exact time and date on which each listed report was created. This field displays the unique identifier for the user that created each listed report. This field identifies the current status of each listed report. Values you may see include: In Progress The system has received the report request, but the report is not yet available. Completed The system has finished generating the report and has made it available to review. Failed The system has received the report request and attempted to generate the report. However, the system was unable to complete the report. This value is a hyperlink. When you click it for a report, the system will display the issue that prevented the report generation. Click this button to permanently remove all the selected reports from the system. When you click this button, the system will prompt you to confirm the deletions. If you confirm, the system will attempt to remove the reports, then refresh your browser window. 48 Copyright All rights reserved. August 2011

57 Version 1.6 Toll Free Service Report User Guide Report Summary Page, Continued Filtering Follow the steps below to apply your criteria to the Report Summary list so that only those reports you want to see will appear: 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 7 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 the Report Summary page, type in the Report Name field the name of the reports you want to see listed. 2 In the Report Type field, type the name of the kind of reports you want to see listed. 3 In the Report Category field, type the general variety of the reports you want to see listed. 4 In the Created Date From field, type the earliest date on which the reports you want to see listed were created. Use the date format mm/dd/yyyy (for example, you would type February 28, 1970 as 02/28/1970). Note: If you want to select the appropriate date from a pop-up calendar, click. 5 In the Created Date To field, type the most recent date on which the reports you want to see listed were created. As above, use the date format mm/dd/yyyy (for example, you would type February 28, 1970 as 02/28/1970). Note: If you want to select the appropriate date from a pop-up calendar, click. 6 In the Created By field, type the unique identifier for the user that generated the reports you want to see listed. 7 From the Report Status drop-down list, select the current status for which you want to see reports listed. 8 Click. Result: The system attempts to retrieve all the reports that match your criteria, then refreshes your browser window. When the page reappears, the report list should contain only those matching item. August 2011 Copyright All rights reserved. 49

58 Toll Free Service Report User Guide Version 1.6 Report Summary Page, Continued Deleting Reports Follow the steps below to permanently remove one or more Toll-free Service reports from the system. Step Action 1 On the Report Summary page, select the check box next to each report you want to remove. Note: You can find specific reports more quickly by filtering the Report Summary list. To see all the available reports in a single list, click the View All link. 2 Click. Result: The system prompts you to confirm the deletion. Note: You cannot undo this action, so be very certain before you proceed! 3 In the pop-up prompt window, click. Result: The system attempts to delete the selected reports, then refreshes your browser window. If the deletion was successful, the selected reports should no longer appear in the Report Summary list. 50 Copyright All rights reserved. August 2011

59 Version 1.6 Toll Free Service Report User Guide Viewing/Downloading a Report Download Options The system allows you to download any available report in a number of formats. The table below briefly describes each format. File Format PDF HTML CSV Excel 2002 Excel 2007 This option opens the report as a PDF (Portable Document Format) file. PDF is a platform-independent file format developed by Adobe Systems. PDF captures all the necessary formatting information, making it possible to send formatted documents and have them appear as intended. To view a PDF file, you need at least the Adobe Reader, a free application distributed by Adobe Systems. This option opens the report as a web page in a new browser window. This option downloads the report as a CSV (Comma Separated Value) file. CSV files are flat text without any formatting. Individual data elements are separated by commas. You can open a CSV file, and work with its data, in any spreadsheet or database program, such as Microsoft Excel or Access. Note: Spreadsheet programs have record limits. For example, Excel truncates files with more than 65,000 records. You can open such large files in a text editor such as WordPad or, better yet, a database program such as Access. This option downloads the report as an Excel file compatible with Excel 2002 or older. You will have the option of saving the file to your local computer or opening it in Excel. This option downloads the report as an Excel file compatible with Excel 2007 or newer. You will have the option of saving the file to your local computer or opening it in Excel. August 2011 Copyright All rights reserved. 51

60 Toll Free Service Report User Guide Version 1.6 Viewing/Downloading a Report, Continued Downloading the Report Follow the steps below to download and/or view your report in the format you desire. Step Action 1 From the Report Status page, click the name of the report you want to download. Result: The Download Options pop-up window appears. Note: The default download format for the Caller Information, IVR Faxback, and IVR Transcription reports is CSV. All other reports default to PDF. 2 Select the radio button for the option you want. Note: When choosing your report format, consider the number of pages indicated at the top of the page. For very large reports, you should select the CSV option. 52 Copyright All rights reserved. August 2011

61 Version 1.6 Toll Free Service Report User Guide Viewing/Downloading a Report, Continued Downloading the Report (continued) Step 3 Click. Action Result: The system takes one of the following actions, depending on your selection: If you selected Then HTML The system displays your report in a new browser window. PDF Any of the other options Stop here, you are finished. The system displays your report in a new browser window, using Adobe Reader to render and display the report. From this window you can print, save, or the report as a PDF file. Stop here, you are finished. The system attempts to download the report in the chosen format. A pop-up window appears, asking if you want to view the report or download it. Proceed to the next Step. August 2011 Copyright All rights reserved. 53

62 Toll Free Service Report User Guide Version 1.6 Viewing/Downloading a Report, Continued Downloading the Report (continued) Step Action 4 Do you want to view the report or download it? If you want to Then View the file Click. Result: The system opens the appropriate program, displaying the report. You can work with the report data, or save the report as needed. Download the file a. Click. Result: A Save As dialog box appears. b. Navigate to and select the directory to which you want to save the report file. c. In the File Name field, type the name you want to assign to the report. d. Click. Result: The system saves the report file to the selected directory, in the selected format, and with the selected name. 54 Copyright All rights reserved. August 2011

63 Version 1.6 Toll Free Service Report User Guide About TFS Real Time Reporting What are TFS Real Time Reports? TFS Real Time reports consist of up to four modules, each containing one of three dashboards you select to monitor specific information in near-realtime. You can choose up to five service elements for each dashboard in the report, and the system allows you to set service thresholds for each element. When a service element hits one of these thresholds, the report will display an alarm. You can define up to six default TFS Real Time reports at a time. Each of these reports will appear in its own tab in the report viewer. How can these reports help you? With TFS Real Time Reporting, you can monitor summary and detailed call information for your Toll Free service elements on a near-real-time basis. This call data is available within five minutes of your request. These reports display call data in a graphic and tabular format. Using these reports you can easily keep track of how well your Toll Free services are working, and stay on top of potential issues. Available Dashboards Networx TFS Real Time Reporting provides two distinct dashboards. The table below briefly describes each. Report Trunk Utilization Incomplete Calls This dashboard gives you an overview of how selected trunks are being used. This report gives you an overview of calls made to selected Toll Free service elements, but which were not successfully completed. Incomplete calls may be due to no answer at the receiving end, busy lines, etc. Aliases TFS Real Time reporting allows you to create groupings of service elements (trunk groups or Toll Free numbers) called aliases. An alias allows you to track usage information for many service elements all at once. A note about timing out The TFS Real Time reports open in a new browser window. Due to security requirements, you must remain active in the Networx portal (the browser window from which you opened the reports) to avoid timing out. When the portal times out, these reports will no longer display. You will see only a message in the report window that says You ve been disconnected. August 2011 Copyright All rights reserved. 55

64 Toll Free Service Report User Guide Version 1.6 Setting Up TFS Real Time Reporting Procedure Follow the steps below set up the reports you want to see. Step Action 1 From the Performance Reports menu under the Services tab, select TFS Real Time Reporting. Result: The system takes you to the TFS Real Time Dashboard tool for configuration. 2 Click My View. Result: The system opens a new browser window, displaying your TFS Real Time report. 3 Click the Settings tab. Result: The system takes you to the Settings page. 4 From the Tabs to display column in the Tab/Module Configuration section of the page, select the check box for each tab you want the report window to display. Note: You can choose up to six tabs. Each tab will represent a different report. You cannot select fewer than one tab. 5 From the Modules to display drop-down lists, choose the number of modules each tab will display. Note: 6 Click. Each tab can show up to four modules. Result: The system attempts to save your configuration, then displays a messages indicating the success or failure of the action. 7 Do you need to set up aliases to track multiple service elements in a single logical group? If Then Yes See Creating or Modifying an Alias on page 57 for detailed instructions. No Note: Start with Step 4. Proceed to the next Step. 8 For each report, configure the dashboard in each module. See page 59 for detailed instructions. 56 Copyright All rights reserved. August 2011

65 Version 1.6 Toll Free Service Report User Guide Setting Up TFS Real Time Reporting, Continued Creating or Modifying an Alias Follow the steps in the table below to create a new logical grouping of service elements for your TFS Real Time reports, or to make changes to an existing group. Step Action 1 From the Performance Reports menu under the Services tab, select TFS Real Time Reporting. Result: The system takes you to the TFS Real Time Reporting page. 2 Click My View. Result: The system opens a new browser window, displaying your TFS Real Time report. 3 Click the Settings tab. Result: The system takes you to the Settings page. 4 In the Create/Modify Alias section of the page, select from the Alias Type drop-down list the service element your new alias will contain (either a Toll Free number or Trunk Group). 5 If you want to base your new alias on an existing grouping, select that grouping from the User Defined Aliases drop-down list. Otherwise select New Alias. 6 In the Alias Code field, type the name you want to assign to your new grouping. 7 From the Available Elements box, select the service elements you want your new grouping to contain. Note: 8 Click. To select a range of service elements, click the first item in the range, hold down your Shift key, then click the last item in the range. To select multiple individual service elements, hold down your Ctrl key and click each item you want to include. Result: The system adds a copy of the selected service elements to the Selected Elements box. August 2011 Copyright All rights reserved. 57

66 Toll Free Service Report User Guide Version 1.6 Setting Up TFS Real Time Reporting, Continued Creating or Modifying an Alias (continued) Step Action 9 Do you want to remove any service elements from the alias? If Yes Then 1. In the Selected Elements box, select the items you want to remove. Note: 2. Click. To select a range of service elements, click the first item in the range, hold down your Shift key, then click the last item in the range. To select multiple individual service elements, hold down your Ctrl key and click each item you want to include. No Result: The selected service elements no longer appear in the Selected Elements box. Proceed directly to the next Step. 10 Click. Result: The system attempts to save your changes, then displays a message indicating the success or failure of your action. 58 Copyright All rights reserved. August 2011

67 Version 1.6 Toll Free Service Report User Guide Configuring the Dashboards Incomplete Calls Follow the steps in the table below to configure the Incomplete Calls dashboard. Step Action 1 From the Performance Reports menu under the Services tab, select TFS Real Time Reporting. Result: The system takes you to the TFS Real Time Reporting page. 2 Click My View. Result: The system opens a new browser window, displaying your TFS Real Time report. 3 Click the tab containing the dashboard you want to configure. Result: The system displays the selected report. 4 In the module containing the dashboard you want to configure, click. Result: The system takes you to the Configure Module page. 5 From the Series drop-down lists, select the service element(s) or alias(es) you want the module to display. 6 In the Warning if >= fields, type the usage level at which the system will issue a warning. 7 In the Critical if >= fields, type the critical usage level you do not want the selected service elements to exceed. 8 In the Available Report Types box, select the charts and tables you want the module to display. Note: To select a range of values, hold down the Shift key, click the first item in the range, then click the last item in the range. To select multiple individual items, hold down the Ctrl key and click each item. 9 From the Time Period drop-down list, select the time increments you want the module to display. Note: The system refreshes the modules every 30 seconds. 10 From the Time Zone drop-down list, select the time zone applicable to the service elements/aliases in your report. August 2011 Copyright All rights reserved. 59

68 Toll Free Service Report User Guide Version 1.6 Configuring the Dashboards, Continued Incomplete Calls (continued) Step Action 11 From the Filter by origin drop-down list, select the general type of usage data (NPA, NPA-NXX, or STATE) you want to include in the module. Note: If you do not want to exclude any usage data from the module, select Do not filter. 12 In the Origin(s) box, identify the specific areas for which you want to include usage data. Notes: 13 Click. Use a comma (,) to separate the values you type. Do not use any spaces! If you selected State from the Filter by origin dropdown list, you must type the two-character postal abbreviation for the desired state/province. Result: The system attempts to save your changes, then displays a message indicating the success or failure of the action. Note: 14 Click. You must click this button to see your updates in the module when you return to it. Result: The system returns you to the module view. 60 Copyright All rights reserved. August 2011

69 Version 1.6 Toll Free Service Report User Guide Configuring the Dashboards, Continued Trunk Utilization Follow the steps in the table below to configure the Trunk Utilization dashboard. Step Action 1 From the Performance Reports menu under the Services tab, select TFS Real Time Reporting. Result: The system takes you to the TFS Real Time Reporting page. 2 Click My View. Result: The system opens a new browser window, displaying your TFS Real Time Dashboard tool for configuration. 3 Click the tab containing the dashboard you want to configure. Result: The system displays the selected report. 4 In the module, select the from the drop-down list next to the Configure button the Dashboard type you want to configure. 5 Click. Result: The system takes you to the Configure Module page. This page displays the configuration settings for the selected module. 6 From the Series drop-down lists, select the service element(s) or alias(es) you want the module to display. 7 In the Warning if >= fields, type the usage level at which the system will issue a warning. 8 In the Critical if >= fields, type the critical usage level you do not want the selected service elements to exceed. 9 In the Available Report Types box, select the charts and tables you want the module to display. Note: To select a range of values, hold down the Shift key, click the first item in the range, then click the last item in the range. To select multiple individual items, hold down the Ctrl key and click each item. 10 From the Time Period drop-down list, select the time increments you want the module to display. Note: The system refreshes the modules every 30 seconds. August 2011 Copyright All rights reserved. 61

70 Toll Free Service Report User Guide Version 1.6 Configuring the Dashboards, Continued Trunk Utilization (continued) Step Action 11 From the Time Zone drop-down list, select the time zone applicable to the service elements/aliases in your report. 12 Click. Result: The system attempts to save your changes, then displays a message indicating the success or failure of the action. Note: 13 Click. You must click this button to see your updates in the module when you return to it. Result: The system returns you to the module view. 62 Copyright All rights reserved. August 2011

71 Version 1.6 Toll Free Service Report User Guide The Settings Tab The Settings tab in the TFS Real Time report viewer allows you to determine exactly what you want the report viewer to display. From this page, you select how many tabs (up to six) the viewer will contain. For each tab, you select how many modules (up to four) will appear. You can also create new service element groupings, called aliases, or edit existing ones. Notes: For more information on setting up the report viewer, see Setting Up TFS Real Time Reporting on page 56. For more information on creating or editing aliases, see Configuring the Dashboards on page 59. Example The image below is an example of the Settings tab. August 2011 Copyright All rights reserved. 63

72 Toll Free Service Report User Guide Version 1.6 The Settings Tab, Continued Fields and Buttons The table below briefly describes the fields and buttons appearing on this tab. Field Alias Type Create/Modify Alias Section This drop-down list allows you to choose whether you want your service element grouping to contain Toll Free numbers or trunk groups. User Defined Aliases This drop-down list allows you to select an existing alias to edit. Alias Code Available Elements Selected Elements Note: If you are creating a brand new service element grouping, select New Alias. This field allows you to type a new name for the alias you are creating. This box contains a list of the service elements you can add to your alias. Click this button to add the selected service elements to the alias. When you click this button, a copy of the selected service elements appears in the Selected Elements box. Click this button to remove selected service elements from your alias. When you click this button, the system removes the selected service elements from the Selected Elements box. This box contains a list of the service elements currently assigned to the alias. Click this button to save the alias you are working with. When you click this button, the system attempts to save the alias, then displays a message indicating the success or failure of your action. 64 Copyright All rights reserved. August 2011

73 Version 1.6 Toll Free Service Report User Guide The Settings Tab, Continued Fields and Buttons (continued) Field Tabs to display Modules to display Tab/Module Configuration Section These check boxes allow you to select the tabs you want the report viewer to display. Note: The viewer can display up to six tabs. The first tab (Report 1) will always be visible. These drop-down lists allow you to select the number of modules each tab will display. Note: Each tab can display up to four modules. Click this button to save any changes you made to the report viewer layout. When you click this button, the system attempts to save your changes, then display a message indicating the success or failure of the action. August 2011 Copyright All rights reserved. 65

74 Toll Free Service Report User Guide Version 1.6 The Configuration Pages The configuration pages allow you to enter display options for a selected dashboard. From these pages you can also enter usage thresholds for the elements and/or aliases the module contains. Based on these thresholds, the system will alert you with standard (indicated with a yellow highlight) or critical (indicated with a red highlight) warnings when a service element meets or exceeds the indicated usage levels. Example 1 Trunk Utilization The image below displays an example of the Configuration page for a Trunk Utilization dashboard. 66 Copyright All rights reserved. August 2011

75 Version 1.6 Toll Free Service Report User Guide The Configuration Pages, Continued Example 2 Incomplete Calls The image below displays an example of the Configuration page for an Incomplete Calls dashboard. August 2011 Copyright All rights reserved. 67

76 Toll Free Service Report User Guide Version 1.6 The Configuration Pages, Continued Fields and Buttons The table below briefly describes the fields and buttons appearing in the Configuration pages. Series Field Warning if >= Critical if >= Available Report Types Time Period Time Zone Filter by origin These drop-down lists allow you to select the service elements or aliases for which you want the dashboard to display near real-time information. For each selected service element/alias, this field allows you to type the usage threshold at which the dashboard will display a warning. For each selected service element/alias, this field allows you to type the usage threshold at which the dashboard will display a critical warning. This box allows you to select the graphs and tables the dashboard will display. Note: To select a range of items, click the first item in the range, hold down the Shift key, then click the last item in the range. To select multiple individual items, hold down the Ctrl key and click each item you want to include. This drop-down list allows you to select the time increments at which the dashboard will display usage data. This drop-down list allows you to select the time zone that will apply to the times the dashboard shows. The system will adjust report data to fall into the time zone you select. This drop-down list allows you to select an originating source from which the dashboard will include usage data. Values you can select include: Do no filter NPA NPA-NXX State 68 Copyright All rights reserved. August 2011

77 Version 1.6 Toll Free Service Report User Guide The Configuration Pages, Continued Fields and Buttons (continued) Field Origin(s) This box allows you to type the specific values for the filter origin you selected above. Separate multiple values with a comma (,). DO NOT add any spaces. The following validation rules apply, depending on what you selected above: If you selected NPA, the values you type should be three digit numbers. If you selected NPA-NXX, the values you type should be two three-digit numbers separated by a hyphen (for example, ). If you selected STATE, the values you type should be two-character postal abbreviations. Note that this is not limited to the United States. Click this button to save any changes you made. When you click this button, the system attempts to save your entries, then displays a message indicating the success or failure of the action. Note: You must click this button for the system to update the module with your changes. If you simply return to the report, your changes will not appear. Click this button to return to the module report view. Note: If you click this button without first clicking, your changes will not appear in the module. August 2011 Copyright All rights reserved. 69

78 Toll Free Service Report User Guide Version 1.6 The Trunk Utilization Dashboard The Trunk Utilization dashboard gives you near real-time usage information for selected trunk groups or aliases. This dashboard displays the number of warning and threshold violations you have configured, and provides handy links so you can configure your Toll Free services or enter repair tickets. The available graph and table at the bottom of the dashboard also display recent historical data. Example The image below is an example of the Trunk Utilization dashboard. 70 Copyright All rights reserved. August 2011

79 Version 1.6 Toll Free Service Report User Guide The Trunk Utilization Dashboard, Continued Fields and Buttons The table below briefly describes the fields and buttons appearing in the Trunk Utilization dashboard. Field Links Trunk Utilization There are This drop-down list allows you to take other actions with your Toll Free service. The options in this list allow you to work with your call plans or enter repair tickets. This drop-down list identifies the dashboard currently displayed. This button allows you to configure the data the dashboard displays. When you click this button, the system takes you to the Configuration page. Note: For more information on configuring dashboards, see Configuring the Dashboards on page 59. These fields identify how many threshold warnings and critical warnings the dashboard currently contains. Note: Warnings are highlighted in yellow. Critical warnings are highlighted in red. Trunk Group This column displays unique identifier for each trunk group and alias selected for the dashboard. Utilization This column displays the percentage of each listed trunk group s capacity being used in the most recent time period. Available Members This column displays the total number of members available for each listed trunk group or alias for the most recent time period. In Use This column displays the number of members in use for each listed trunk group or alias in the most recent time period. Maint Busy This column displays the number of maintenance busy members for each listed trunk group or alias in the most recent time period. Recent History graph This section of the dashboard gives you a graphical view of usage data for each selected trunk group or alias over the five most recent time periods. Recent History table This section displays the same information as the graph, but in a tabular format. August 2011 Copyright All rights reserved. 71

80 Toll Free Service Report User Guide Version 1.6 The Incomplete Calls Dashboard The Incomplete Calls dashboard gives you near real-time information about calls made to selected toll-free numbers or aliases that were not completed. This dashboard displays the number of warning and threshold violations you have configured, and provides handy links so you can configure your Toll Free services or enter repair tickets. The available graph and table at the bottom of the dashboard also display recent historical data. Example The image below is an example of the Incomplete Calls dashboard. 72 Copyright All rights reserved. August 2011

81 Version 1.6 Toll Free Service Report User Guide The Incomplete Calls Dashboard, Continued Fields and Buttons The table below briefly describes the fields and buttons appearing in the Incomplete Calls dashboard. Field Links Incomplete Calls There are This drop-down list allows you to take other actions with your Toll Free service. The options in this list allow you to work with your call plans or enter repair tickets. This drop-down list identifies the dashboard currently displayed. This button allows you to configure the data the dashboard displays. When you click this button, the system takes you to the Configuration page. Note: For more information on configuring dashboards, see Configuring the Dashboards on page 59. These fields identify how many threshold warnings and critical warnings the dashboard currently contains. Note: Warnings are highlighted in yellow. Critical warnings are highlighted in red. Elements This column displays the unique identifier for each Toll Free number and alias selected for the dashboard. Incomplete Calls This column displays the total number of incomplete calls for each listed Toll Free number and alias in the current time period. Busy This column displays the number of incomplete calls that received a busy signal for each listed Toll Free number and alias over the current time period. RNA This column displays the number of incomplete calls that received a Ring No Answer for each listed Toll Free number and alias over the current time period. Blocked This column displays the number of incomplete calls that were blocked for each listed Toll Free number and alias over the current time period. Recent History graph This section of the dashboard gives you a graphical view of usage data for each selected trunk group or alias over the five most recent time periods. Recent History table This section displays the same information as the graph, but in a tabular format. August 2011 Copyright All rights reserved. 73