CALL TRACKER 2010 REPORTING SYSTEM

Detailed Reports Total Reports Frequency Reports Miscellaneous Reports Call Volume Reports Abandoned Call Reports and Graphical Report THERE ARE MANY TYPE OF REPORTS AVAILABLE IN CT2K, NAMELY

AND, THERE ARE MANY KINDS OF INFORMATION THAT COULD APPEAR IN A REPORT Outgoing and/or Incoming and/or Internal calls. Abandoned CDR information. Authorization Code and Account Code Calls. Transferred Calls and Flash Calls* TIE route Calls Incoming Calls with Caller ID. NOTE: The PBX type determines if all or some of this kind of information is available. *Flash Calls - Norstar Only

ALSO, THERE ARE MANY WAYS INFORMATION CAN BE EXTRACTED Report Range Selection (e.g. ext range for ext reports). Date Range Selection Sorting (some reports) Calling Pattern Filtering Digit Category Filtering Via…

THEN, YOU CAN SEND REPORTS TO… Screen (Notepad) Printer Printer sideways (saves paper : Not Landscape ) File User

THE REPORT FORMAT IS EITHER… Plain Text Html Rich Text PDF

AND REPORTS CAN BE.. Run normally from Windows GUI Run from a Web based GUI Scheduled ( to any output e.g. screen, ) Deleted ( all reports are sent to a unique file ) Backed up Review or reprinted Assigned to certain users

FINALLY – HIDE DETAILS Certain users (stake holders / executive) can request their report details not appear in the normal reports. This is done in the Extension table and specify private Treatment for the extension or authcode Setup | System Options | Miscellaneous | allow private user treatment

USER INTERACTION Report Dialog

MAIN MENUS As you can see, all the reports can be accessed via the Reports menu.

SUB MENUS And each sub-menu defines what reporting facilities are available. As can be seen, there are quite a few!

HERE IS A COMPREHENSIVE VIEW OF ALL THE REPORTS AT A QUICK GLANCE

CALLING PATTERN FILTERS

FILTERS – THE FOLLOWING FILTERING METHODS ARE AVAILABLE Duration Cost Digits In/Out (and Exclude digits) Time of Day Day of Week Call Type Note: These are CALLING PATTERN based, not Hierarchical or Organization Based.

FILTER DEFINITION SCREEN This screen show the user, a list of all filters with the Name as a Guide for creating and modifying each filter. Note: The first filter cannot be deleted.

MODIFYING A FILTER If you modify a filter, the following becomes available. Keep a note later on that each filter type has a short name associated with it. This is used in the advanced option

CREATING A FILTER EXAMPLE #1 : INTERNATIONAL CALLS ON THE WEEKEND

FIRSTLY Click the New Button, This screen appears. Type the name of the filter as ‘Intl Weekend Calls’

SECONDLY Click the ‘Use’ checkbox below the Call Type Label. Then Check the Long Distance and International Check boxes.

THIRDLY Click the ‘Use’ checkbox below the Day-of-Week Label. Then Click the SAT and SUN checkboxes.

FINALLY Click Save to finish definition You should see this screen

USING THE FILTER

FILTER USAGE Filters can be applied to most reports. When a Filter is selected, the selection can be persistent (via Reporting Options) and could appear in another report you may do later on. Be warned that you may be using a filter with outgoing data for an incoming type or incoming selected report. (Thus producing no data in the report).

FILTER USAGE Select a Report. In this case we are using the Chronological Report

RESULTING REPORT Click Icon to see report

RUNNING REPORT WITH A FILTER Select a Report. Chronological Report again And Click this button. A drop down menu would appear. Select the Filter.

RESULTING REPORT WITH FILTER Notice the Filter name appears in the report header. And only a single Intl Call Appears.

CREATING A FILTER EXAMPLE #2: INTERNATIONAL OR WEEKEND CALLS

FILTERS In the previous example, we saw how to create a filter for International Calls on the Weekend. Now we create a filter that shows International Calls OR Weekend Calls

TRUTH TABLE FOR EXAMPLES This truth table shows the differences between the two examples using something called logic (boolean) algebra. Notice the AND logic is used for the first example and the OR logic is used for the second example.

CREATION STEPS #1 Do all the steps in the previous example except put the name as ‘Intl or Weekend Calls’. Then click on the advanced button. Click on this label to change the logic

STEP #2 Next Click on the [AND] label here once to change the logic to [OR].

STEP #3 Next Click on this label twice to stop the logic chain.

STEP #4 Finally select, via the drop down boxes, what items to [OR] in this case, it would be.. DOW (day-of-week) and TYP (call type).

FINAL STEP Click Save on this and then OK. You should see this.

FINAL REPORT Click Icon to see report

REPORTS HISTORY Whenever a report is run, a track of all the past reports is kept in Reports | History.

BACKUP Also, in the backup screen(Tools|Backup), you will see the option to backup all reports and purge them as well

THE REPORTS DIALOG SCREEN

THE REPORTS DIALOG Relevant Range for the report type. Filter usage Contact Database Usage Dates on file Dates you selected Where Reports go..

THE REPORTS DIALOG Range Select button Calendar Button Quick Date Range Button File Format Basic Calling Type

REPORT DIALOG WITH PRINTER Notice there is an option for Print Setup

REPORT DIALOG WITH Notice there is an option to send to an user. This is available once supported is enabled. Notice the options available

CONTACTS The contact table can be used for further filtering. Once the numbers are categorized in the table, You can show or exclude categories from the reports as desired. You can also exclude all the numbers in the contacts table as well. This is good to find abuse, provided the contact table are legitimate business numbers.

USING CONTACTS Notice the options available

CONTACT CATEGORIES Example of Contact Categories

TROUBLE SHOOTING Report Contains no data

1. DATE RANGES You specified a date range outside of the call database – e.g. 1-Mar-2019 to 2-Mar-2019 You specified a date range in reverse.e.g. 1-Mar-2008 to 22-Feb-2008 You date range was valid but there were no calls for that day e.g. weekend or holiday**

1. DATE RANGES (CONT) The date range you requested is valid as far as you can tell BUT the call database did not have calls YET for that date (polling stopped) The date range you requested is valid as far as you can tell BUT the call database dates are incorrect (do a date repair) (Also ensure PBX/PC/Buffer times are set)

2. REPORT RANGES The report inherently can never contain the type of data you are asking for e.g. 1. Digit Detail with only Incoming selected 2. Auth Code detail with only Incoming 3. Abandoned stats for Outgoing calls

2. REPORT RANGES (CONT) The organizational range is invalid e.g. Ext when your PABX ext range is A Call Direction was not specified (In/Out) Basic Call Type was not specified (Cot/Tie/Int/T2T)

3. FILTERS The filter you selected can never apply to the report selected.e.g. 1. A Filter called ‘calls over $10’ coupled with a report Abandoned calls Detail 2. A Digit based filter for incoming report NOTE: Filters are used mainly to affect reports based on outgoing calls (digits and cost)

3. FILTERS (CONT) You created a filter whose criteria can ‘probably’ never be matched e.g. 1.Calls over $ Cell calls on Wednesday after 5pm whose cost is more than $ Conflicting Digits with the Call Type.e.g Cellular calls with numbers beginning with ‘623’

4. DEPARTMENTS You created departments with invalid extensions The departments you selected in the report will never ‘likely’ have calls for that filter you selected e.g. International Report filter for the Machine Shop Department (ok, it is possible but very unlikely)

5. AUTH CODES No report for this auth code you entered!! Usually the auth code you entered in the extension table may be invalid or actually begins with a zero e.g. you entered ‘1234’ in the table But the auth code is in fact ‘01234’ YES you can ‘0’ pad auth code entries

5. AUTH CODES (CONT) I am seeing unknown auth codes in the reports!! If you do an unassigned Auth Code Reports you will see a list of auth codes that are being used in the PABX BUT Call Tracker does not have it in it’s Extension Table Assign them or delete them from the PABX if in fact they are not supposed to exists

6. AUTH CODES (CONT) But I have 5 uses to one extension? Well, Create 5 entries with the same extension but different names and auth codes Also set one of the extensions as main so an appropriate name will appear in extension based reports

7. AUTH CODES (CONT) I have users that do not use codes In the report interface type in ‘All2’ This will group the non auth users in a blank field showing their calls

SOLVING THESE PROBLEMS

1. WIDEN RANGES Redo the report without filters and with all call types checked (TIE/COT/T2T/INT) Select both directions (In/Out) If you select one direction use common sense to determine if it were a correct selection (e.g. Does Auth code calls apply to incoming calls only???)

2. STILL NOTHING? Does calls actually exists for the days you selected? Do a List Dates! (Tools | Call Database | List dates) Don’t have access to this? Do a daily call volume report!

MORE NOTHING!! Finally, it is quite possible that there were no calls for the report you selected even though it should logically be there!! How to really know this? In call tracker, the actual un-process call records are kept. This is what comes from the PABX before call tracker ‘does it’s thing’ Called Capture Text

CAPTURE TEXT You can manually search this data and see for sure that the lack of data in your report is the case. This can also apply for long duration calls. Some PABXs can (and have) at times tied up trunks for many hours (or days) and can create an artificially very costly call) Remember Call Tracker is going to COST any record that comes from the PABX including long duration calls and short duration calls that may not have gotten through!

CAPTURE TEXT Finally Did Mike from the machine shop really made a call to Germany?