NN Nortel Communication Server 1000 Telephony Manager 4.0 Telemanagement Applications Fundamentals. Release: 6.0 Document Revision: 03.

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1 Telephony Manager 4.0 Telemanagement Applications Fundamentals Release: 6.0 Document Revision: NN

2 . Release: 6.0 Publication: NN Document release date: 28 May 2009 While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners.

3 . Contents 3 New in this release 9 Navigation 9 Feature changes 9 Other changes 9 Revision History 9 How to get help 11 Getting help from the Nortel Web site 11 Getting help over the telephone from a Nortel Solutions Center 11 Getting help from a specialist by using an Express Routing Code 12 Getting help through a Nortel distributor or reseller 12 Overview 13 Contents 13 Introduction 13 Telemanagement applications 14 Purpose of this guide 15 Telecom Billing System 17 Contents 17 Introduction 17 Call records 19 Telephony Manager Directory Services 24 TBS interface 35 Configuring TBS 58 Configuring a USB modem for use with Telephony Manager 67 Changing the virtual COM port to USB modem association 69 Data collection and transmission 105 Maintenance tasks 106 Using TBS for hospitality billing 117 Collecting data from Telephony Manager DBA Application 120 Importing and exporting TBS data 122 reporting feature 132 Collecting Dialed Number Information Service data 136

4 4 Consolidated Call Cost Reports 139 Contents 139 Introduction 139 CCCR interface 140 Configuring CCCR 146 Generating reports 153 TBS Web Reporting 157 Contents 157 Introduction 157 TBS Web Reporting interface 158 Configuring TBS Web Reporting 160 Configuring TBS Web Reporting 162 Using TBS Web Reporting 166 General Cost Allocation System 167 Contents 167 Introduction 167 GCAS interface 168 Configuring GCAS 170 Using GCAS 179 Consolidated Reporting System 187 Contents 187 Introduction 187 CRS Interface 188 Configuring CRS 189 Using CRS 190 TBS scripts 195 Contents 195 Introduction 195 Real-time CDR data collection 195 CDR data collection from MDR CDR data collection from PollCat III and PollNet Netlink 196 CDR data collection from SEB II 197 Sample data collection 197 TBS reports 199 Contents 199 Introduction 199 Windows reports 199 Web Navigator reports 222 Field Data Type Formatting for Export and Transmission 231 Contents 231

5 5 Introduction 231 Data type 231 Data format 232 DATE data type 232 TIME data type 234 DURATION data type 236 CURRENCY data type 237 List of terms 241 Index 247 Procedures Procedure 1 Defining organization levels 26 Procedure 2 Adding an organization node 27 Procedure 3 Deleting an organization node 28 Procedure 4 Adding an employee to an organization node 29 Procedure 5 Editing employee data 30 Procedure 6 Deleting an employee from an organization node 30 Procedure 7 Searching for a specific employee 30 Procedure 8 Sorting the employee list 32 Procedure 9 Adding a new employee 33 Procedure 10 Editing employee data 34 Procedure 11 Deleting property assigned to an employee 35 Procedure 12 Creating a custom graphic or logo for TBS reports 42 Procedure 13 Disabling the TBS Display option 55 Procedure 14 Preparing and configuring TBS to process call records 59 Procedure 15 Ensuring that the system is configured properly 60 Procedure 16 Connecting the MDR 2000 ISD to the system and to the PC 62 Procedure 17 Verifying that the MDR 2000 ISD is collecting data 65 Procedure 18 Changing the communication parameters of the MDR 2000 ISD 65 Procedure 19 Checking for a virtual COM port 67 Procedure 20 Changing the USB modem association with a COM port 69 Procedure 21 Entering data collection parameters 74 Procedure 22 Testing the data collection 76 Procedure 23 Defining the telephone configuration 78 Procedure 24 Entering a call type 80 Procedure 25 Defining a cost field 81 Procedure 26 Defining the Carrier Pricing Template 81 Procedure 27 Modifying pricing definitions: international calls 83 Procedure 28 Modifying pricing definitions: long distance (national) calls 84 Procedure 29 Defining call digit translation 86 Procedure 30 Determining your access codes 86 Procedure 31 Creating the surcharge profile or groups and configuring surcharges based on calling pattern 87 Procedure 32 Configuring surcharges based on account codes 89 Procedure 33 Creating a new telephone configuration table and entering general information 93 Procedure 34 Adding a node to a defined configuration 94 Procedure 35 Adding long-distance services definitions to a node 95

6 6 Procedure 36 Applying costs to call records 98 Procedure 37 Reapplying costs to call records 99 Procedure 38 Generating the Telephone Configuration report 100 Procedure 39 Generating the Trunk Diagnostic Report 101 Procedure 40 Generating the Extension Diagnostic Report 101 Procedure 41 Generating the Exception Chronological Report 102 Procedure 42 Preparing for data transmission 103 Procedure 43 Collecting data 105 Procedure 44 Costing call records 105 Procedure 45 Transmitting call records 106 Procedure 46 Troubleshooting data collection 108 Procedure 47 Costing call records 109 Procedure 48 Generating reports 110 Procedure 49 Updating the Employee database 112 Procedure 50 Updating the Telephone Configuration database 113 Procedure 51 Archiving the Call database 114 Procedure 52 Purging the Call database 115 Procedure 53 Restoring the Call database 115 Procedure 54 Configuring TBS to process call records in a hospitality environment 118 Procedure 55 Collecting data from DBA 120 Procedure 56 Importing data using a predefined configuration 123 Procedure 57 Importing data using a custom configuration 123 Procedure 58 Selecting a predefined import configuration 124 Procedure 59 Creating a new configuration 124 Procedure 60 Defining the import configuration and importing the data 125 Procedure 61 Restoring the Call Database 126 Procedure 62 Exporting data using a predefined configuration 128 Procedure 63 Exporting data using a custom configuration 128 Procedure 64 Selecting a predefined export configuration 129 Procedure 65 Creating a new configuration 130 Procedure 66 Defining the export configuration and exporting the data 130 Procedure 67 Archiving the Call Database 131 Procedure 68 Using the reporting feature 132 Procedure 69 Configuring TBS and the MDR 2000 or MDR 2000e to collect DNIS data 137 Procedure 70 Configuring CCCR 147 Procedure 71 Running CCCR 147 Procedure 72 Assigning your systems to the consolidated server database 148 Procedure 73 Editing the levels in the consolidated organizational hierarchy 150 Procedure 74 Selecting local and alternate currencies for reports 151 Procedure 75 Generating consolidated reports 153 Procedure 76 Creating a custom graphic or logo for your reports. 154 Procedure 77 Configuring and installing your server 161 Procedure 78 Configuring TBS Web Reporting 162 Procedure 79 Logging in to Telephony Manager Web and running TBS Web Reporting 166 Procedure 80 Defining the organizational hierarchy 172 Procedure 81 Entering employee information 173 Procedure 82 Entering external party information in the External Party Database 174

7 7 Procedure 83 Entering role or project information in the Roles/Projects Database 175 Procedure 84 Entering a quantity-based bill type 176 Procedure 85 Deleting a bill type 178 Procedure 86 Defining taxes for a bill type 179 Procedure 87 Entering billing records 179 Procedure 88 Generating a report 182 Procedure 89 Defining a report filter 184 Procedure 90 Defining a sort definition 185 Procedure 91 Generating an Entity Detail Report 191

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9 . New in this release 9 The following sections details what s new in Telephony Manager 4.0 Telemanagement Application Fundamentals Guide (NN ) for Release 6.0. Navigation Feature changes (page 9) Other changes (page 9) Feature changes The following product enhancement features have been added to Telephony Manager 4.0: Branding Changes to display Telephony Manager 4.0 release on all applicable dialogs Web Report Scheduling TM-CND Enhancements For information about TM-CND Enhancements, see Telephony Manager 4.0 System Administration Guide (NN ). Other changes Revision History May 2009 May 2009 May 2008 July 2007 Standard This document is up-issued to support Nortel Communication Server 1000 Release 6.0. Standard This document is up-issued to support Nortel Communication Server 1000 Release 6.0. Standard This document is up-issued to support Nortel Communication Server 1000 Release 5.5. Standard This document is up-issued to reflect changes in technical content.

10 10 New in this release May 2007 Standard This document is up-issued to support Nortel Communication Server 1000 Release 5.0. July 2006 Standard This document is up-issued to support the June 2006 review of Telephony Manager 3.0. March 2006 Standard This document is up-issued to support Telephony Manager 3.0. August 2005 September 2004 October 2003 Standard This document is up-issued to support Nortel Communication Server 1000 Release 4.5. Standard This document is up-issued to support Nortel Communication Server 1000 Release 4.0. Standard 1.00 This document is issued to support the introduction of TM Release 2.1.

11 . How to get help 11 This chapter explains how to get help for Nortel products and services. Getting help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site: This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can: download software, documentation, and product bulletins search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues sign up for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting help over the telephone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the telephone from a Nortel Solutions Center. In North America, call NORTEL ( ). Outside North America, go to the following Web site to obtain the telephone number for your region:

12 12 How to get help Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

13 . Overview 13 Contents This section contains the following topics: Introduction (page 13) Telemanagement applications (page 14) Purpose of this guide (page 15) Introduction Telephony Manager s telemanagement applications offer you a range of telecommunications and network management services, including billing and management, Web-based reporting, consolidated reporting, and call monitoring. Each application contains unique functions that allow you to collect, cost, track, and report on your telecommunications data. Together, they provide you with a complete call management and billing solution for your telecommunications network. The following is a list of the telemanagement applications available in Telephony Manager: Telecom Billing System (TBS) Consolidated Call Cost Reports (CCCR) TBS Web Reporting General Cost Allocation System (GCAS) Consolidated Reporting System (CRS) Each application is installed separately onto Telephony Manager and runs independently of the other applications while still sharing common data, such as employee and configuration information. As well, some applications use data from the other applications during their operation. For example, TBS Web Reporting reports on data from CRS and TBS; and the CRS generates reports for TBS and GCAS applications.

14 14 Overview Based on your Telephony Manager license, you may have some or all of these applications included with your Telephony Manager system. Contact your vendor for information on ordering additional telemanagement applications for Telephony Manager. Telemanagement applications The following is a brief description of the telemanagement applications available for Telephony Manager. Refer to the remaining chapters in this user guide for more information about these applications. Telecom Billing System Telecom Billing System (TBS) is the Telephony Manager advanced cost allocation and billing application. TBS collects call records from your systems. It uses multiple costing models over multilevel organizational hierarchies to allocate costs to the appropriate users, and to generate detail and summary reports outlining these costs. These reports detail the actual usage of your telephone system, thus enabling you to assess the effectiveness of your telephone services. As well, network utilization and system administration reports generated by TBS help you to manage your telecommunications network more effectively. Consolidated Call Cost Reports Consolidated Call Cost Reports (CCCR) is the Telephony Manager system integration and reporting application. CCCR combines data from the Corporate Directories in each of your Telephony Manager systems and generates billing reports based on this consolidated data. Specifically used for the Telephony Manager TBS, the CCCR application reports on your calling activity across multiple systems on a single Telephony Manager server. TBS Web Reporting TBS Web Reporting is the Telephony Manager Web-based reporting application for your telecommunications network. With TBS Web Reporting, you can generate reports containing data from TBS through your intranet or Internet server. These reports provide you with valuable information about your organization s calling activities. Its intuitive Web-based interface lets you view this information from any PC with intranet or Internet access to your server. Because these reports are based on data from TBS, you must have previously installed and configured the TBS application as part of Telephony Manager. General Cost Allocation System The General Cost Allocation System (GCAS) is the Telephony Manager generic billing application. It assigns usage charges to appropriate individuals or departments within an organization. It can import bill information, identify and log departmental or user-specific spending characteristics, and generate meaningful reports summarizing these

15 Purpose of this guide 15 costs. With the GCAS, you can enter billing information, either through an imported file or manually from the printed vendor statement. The data can then be used to allocate charges, such as those obtained from cellular calls or pagers, to relevant individuals or departments within your organization. The GCAS generates detail and summary reports, including the billed products or services, associated costs, and departments or persons to be billed. Consolidated Reporting System The Consolidated Reporting System (CRS) is the Telephony Manager telemanagement reporting application. It generates reports for both TBS and GCAS from a single interface. By defining filtering and sorting criteria, you can generate custom reports that detail organizational and employee spending characteristics for these applications. Each report is broken down into sub-reports, which detail usage costs for TBS and GCAS. Purpose of this guide This document is designed to provide you with basic information for configuring and using the Telephony Manager telemanagement applications. Where applicable, it includes any additional system requirements or installation procedures for specific applications. Before using these applications, you must install and configure them as part of the Telephony Manager system. Refer to Telephony Manager 4.0 Installation and Commissioning (NN ) for complete details about installing these applications and assigning them to a site and a system. Online and Web-based Help This user guide only briefly discusses the functions and commands of the Telephony Manager telemanagement applications. It provides you with a basic understanding of each of these applications and helps you to start using the applications. For detailed information about each function and command for these applications, refer to the online Help function included with them. You can use the Help functions to obtain help for topics either directly or through their indexes and word-search functions. While running these applications, you can obtain context-sensitive Help on any topic you require by clicking Help in a specific window or dialog box. This accesses the Windows Help function and displays context-sensitive Help information on the current topic. To obtain help for a topic in TBS Web Reporting, click Help in the currently selected Web page. This accesses the Help function and displays context-sensitive Help information on the current topic.

16 16 Overview If you click Help in a Web page other than that belonging to TBS Web Reporting (for example, the Telephony Manager Administrator Logon page), then the other Web application s Help appears.

17 . Telecom Billing System 17 Contents This section contains the following topics: Introduction (page 17) Call records (page 19) Telephony Manager Directory Services (page 24) TBS interface (page 35) Configuring TBS (page 58) Data collection and transmission (page 105) Maintenance tasks (page 106) Using TBS for hospitality billing (page 117) Collecting data from Telephony Manager DBA Application (page 120) Importing and exporting TBS data (page 122) reporting feature (page 132) Collecting Dialed Number Information Service data (page 136) Introduction This chapter provides basic information about configuring and running the Telecom Billing System (TBS). It also includes example procedures and reference information to assist you in configuring TBS. As the Telephony Manager advanced costing and billing application, TBS helps monitor and control telecommunications costs for your telephone system. It collects call records from your system, allocates costs to the appropriate users, and generates detail and summary reports outlining these costs. The reports provide details about the actual usage of your telephone system, and enables you to assess the effectiveness of your telephone services.

18 18 Telecom Billing System TBS collects data from your system through a buffer device, a direct connection, or through a network connection. It uses defined communications and collection parameters to communicate with the system and collect the necessary telephone usage data. TBS supports the CS 1000 and Meridian 1 lines of telephony equipment. After you collect the call records either directly from the system or from the Call Detail Recording (CDR) buffer unit, the records must be costed, collated, sorted, and printed on a report. This call detail information helps you achieve the following goals: The system provides details on the actual telephone usage. Management can isolate individual users and departments who are not properly utilizing the telephone system through misuse or neglect. It provides usage details for cost allocation within the organization or for client billing purposes. Management can use the information to determine which telephone company services are not being utilized. This analysis lets you adjust your telephone services to suit your needs, resulting in savings to your organization. CDR data collection options TBS collects CDR data from the system in several ways: directly from the system to its databases through the Telephony Manager Data Buffering and Access (DBA) application (network or serial connection) through a buffer unit The DBA application and the optional buffer units can be used to continuously collect CDR data from the system and store the data for later collection and processing by TBS. CDR data is saved to system-specific files so that multiple sessions of the DBA or buffer units can be supported concurrently by TBS. Only one instance of the DBA runs but multiple sessions can be created for different systems using the single instance of the DBA application. For a complete list of script files used for communications and data collection, refer to TBS scripts (page 195). For more information about the DBA application, refer to Telephony Manager 4.0 Installation and Commissioning (NN ).

19 Call records 19 Call records Where required, buffer units can connect to each system through its RS-232 port and connect to the PC using a supported modem. Nortel recommends that the buffer unit contain battery backup power in the event of a power failure. Refer to the buffer unit s reference documentation for more information. ATTENTION Nortel recommends that you use either the DBA application or a buffer unit for CDR data collection. If you use one of these devices, the CDR data is collected and securely stored for later retrieval by TBS. Although the DBA or buffer units are not required to properly use TBS, these options are recommended to securely store the CDR data. If you choose to collect the CDR data directly to the PC without the use of the DBA or buffer unit, then you can lose data if the PC is accidentally rebooted or shut down. With TBS, you can collect data from multiple buffer units into one system. This way, you can integrate data from multiple sites into a single system. Before you enter your system configuration and update your TBS databases, you should first understand the nature of the data that is output from the system. This assists you in constructing your system configuration databases to match your system. This section describes the components of a call record as well as how it is processed and costed by TBS. CDR call records, which are output from the system and are collected by TBS, contain the key information to producing costing reports. The following is a summary of what happens to a call record: System outputs call records When you place or receive a telephone call, the system records its information as a CDR record (call record). This record contains such information as the call s start date and time, its duration, the trunk it went out on, its associated line, and the digits dialed. This data is sent to the system s Serial Data Interface (SDI) port. From here, an application or hardware device must record it so it can be processed. This can be a buffer unit that is connected to the system s SDI port (recommended), or even a PC running TBS for a direct connection. As call records are output from the system, TBS collects this data either through a buffer unit, such as the MDR 2000 ISD, or directly to the PC. Buffer units are recommended for collecting CDR data because they can continuously collect and safely store these call records. A buffer unit is portable enough to be located close to the system. Some may also have security features to allow for safe data storage (for example, battery backups). Remember that CDR records are lost unless there is a device collecting the data from the SDI port, because although the call server can

20 20 Telecom Billing System also perform a backup and store it, the storage size has limitation (based on the type of system), beyond which data might get lost. This is because the customer may not have a buffer box and may use the DBA application to collect CDR data from the system. For every network disconnection, the system performs a backup and stores the data in a file, which the DBA retrieves when the connection is restored. Figure 1 "System block diagram" (page 20) displays the movement of a call record from the system through a buffer unit to TBS software on a PC. Notice that modems can be used to communicate with the system and buffer units from distant locations. Figure 1 System block diagram Figure 1 "System block diagram" (page 20) represents a single system. This system is usually a CS 1000 or Meridian 1 system or a physical location in TBS software and contains the actual database files for it. Before attempting to use TBS, you must add it as an application to the appropriate system. Figure 2 "Sample system setup" (page 21) shows how a sample system is configured.

21 Call records 21 Figure 2 Sample system setup Collecting call records TBS collects call records from the system through the buffer unit, and formats and appends them to the end of the Call Database. The Call Database is an indexed collection of call records that reflects the calling activity of the system. Figure 3 "Sample call record allocation" (page 22) shows the information found in each call record. ATTENTION

22 22 Telecom Billing System TBS databases use each component of the call record. Figure 3 Sample call record allocation Processing X (transferred) records You can program your CS 1000 or Meridian 1 system to output transferred call records (also known as X records) as individual call records. Where required, you can configure TBS to process and report on these X records. ATTENTION This option affects call volumes and, therefore, makes any costing based on volume plans inaccurate. To configure TBS to process X records, you must edit the Script Configuration initialization file (ScriptConfig.ini). This text file, located in your site and system directory (for example, <TM Root>\Common Data\Sample Site\Sample System), identifies how the X records are processed. By default, TBS does not process X records. The following is an example of a Script Configuration initialization file (with the ProcessXRecords option set to NO): [SL1NEW] ProcessXRecords=No To change its settings so TBS can process X records, open the file using a text editor such as MS Notepad, and change the text to read as follows: [SL1NEW] ProcessXRecords=Yes

23 Call records 23 Save this file and run TBS to process these records. You are prompted with a warning message stating that X records are being processed. For real-time CDR collection of X type records, select the script SL1NEW.COL. To collect these records from an MDR 2000 ISD, select the script M2KIMG_SL1NEW.COL. For more information about these scripts, refer to TBS scripts (page 195). Processing B (Abandoned call) records With International Release 18 Group H and North American Release 20, B (Abandoned call) records are output when the Time to Answer feature is active and New format CDR is selected for CDR TTY output (FCDR = NEW in LD 17). B records are output only to CDR Teletype devices. B records are output when: an unanswered incoming trunk disconnects and ABAN = YES in LD 16 internal CDR is equipped and an unanswered internal station disconnects from another internal station that has ABDA class of service Prior to Release 23, the CDR B record provided information only for abandoned calls on ringing. With the Release 23 feature CDR on Busy Tone, a B record is produced when the originator of an incoming or internal call disconnects after receiving a busy tone. The CDR on Busy Tone B record information is displayed on the third line of the CDR B record for customers with the New CDR format (FCDR) configured. For real-time CDR collection of B type records, select the script SL1NEW.COL. To collect these records from an MDR 2000 ISD, select the script M2KIMG_SL1NEW.COL. For more information about these scripts, refer to TBS scripts (page 195). Costing call records After TBS collects the call records, it runs them through a series of calculations to apply costs to them. It then stores these costed call records in the Call Database. Each process uses the parameters stored in the Telephone Configuration Database (you will see how to configure these later in this chapter).

24 24 Telecom Billing System The following is a summary of how call records are processed: 1. The Call Digit Translation table of the Telephone Configuration Database translates the digits dialed to remove or edit any access codes. 2. TBS looks up the trunk on which the call went out to see which service definition to check. It looks the trunk up in the table of the Telephone Configuration Database Service Definition. 3. TBS applies any minimum call duration and network connect time adjustment values to the call. 4. TBS identifies the Carrier Pricing Template assigned to the trunk. This indicates the type of call, how the number is formatted on the report, and which rate structure is used to cost the call. 5. TBS applies any fixed costs to the call. Telephony Manager Directory Services You can input end user data directly into the customer s server through TBS by using Telephony Manager Directory Services. Telephony Manager Directory contains employee and organization details, with a number of fields that are common to both Directory and Telephony Manager. Telephony Manager Directory provides a number of tools to configure your company structure and create an employee database: an Organizational Hierarchy Editor to define your business organization an Employee Editor to manage user data an External Party Editor to configure external party records a Roles/Project Editor to create role and project groups within the organization Organizational Hierarchy Editor The Organizational Hierarchy Database contains the different structural levels within your organization (for example, departments, divisions, and so on). You can create up to 20 different levels in this hierarchy. The Organizational Hierarchy Editor is used to create, name, and arrange these different organizational levels. The company s organizational units are assigned to these levels. The cost summary reports can then summarize the calling activity and associated usage costs by these levels. With the Organizational Hierarchy Editor, you create and edit the structure of your company. You build an organization tree representing the different organization nodes in your corporation, such as divisions, departments,

25 Telephony Manager Directory Services 25 projects, and project teams. You can place each organization node at its level in the hierarchy. After defining an organization node in the structure, you can assign employees to the node using the Org. Path field in the Employee Editor. ATTENTION None of the information entered into the Organizational Hierarchy Database from the Telecom Billing System is automatically entered into the Common Network Directory. The information has to be manually input into the Common Network Directory database as well as into the Organizational Hierarchy Database. Access the Organizational Hierarchy Editor To access the Organizational Hierarchy Editor, select Edit > Organizational Hierarchy. The Organizational Hierarchy window, shown in Figure 4 "Organizational Hierarchy Editor: Levels tab" (page 25), is where you define the structure of your organization. The left side of the window shows the organizational hierarchy tree. The right side of the window is the Employee Selector, providing a list of employees related to the selected organization node. Figure 4 Organizational Hierarchy Editor: Levels tab

26 26 Telecom Billing System Define organization levels Before you begin adding organization nodes to the tree, define the levels of the organizations in your company. The levels represent the structure of your company. For example, the company can have divisions, departments within divisions, and projects within departments. You can define a maximum of 20 different levels. Procedure 1 Defining organization levels Step Action 1 Select the Levels tab. The tree displays the levels defined for the structure. If you have not yet entered the structure for your organization, the window contains a default menu tree with the Organization, Division, and Department levels. 2 Click the lowest level to define a new level. 3 Right-click to open the Add New Level window. 4 Type the name of the new level. 5 Click Enter. 6 To delete a level, right-click on the lowest entry and select Delete. --End-- As shown in the example in Figure 4 "Organizational Hierarchy Editor: Levels tab" (page 25), the levels are defined as: Corporation Divisions within the corporation Departments within the division Projects within the department Employee teams within the project Add an organization node You must define an organization level before you can add an organization node at that level. See Define organization levels (page 26).

27 Telephony Manager Directory Services 27 Procedure 2 Adding an organization node Step Action 1 Select the Organizations tab. The Organizations tab opens, as shown in Figure 5 "Organizational Hierarchy Editor: Organizations tab" (page 27). 2 Select the name of the organization in the tree where you want to add a new organization node. For example, if adding a new department to a division, select the name of the division. 3 Right-click and select Add New Division. The new node appears in the tree. For example, if adding a new division, Division appears in the tree. 4 Type the name of the new node and click Enter. To rename the node, click the right mouse-button and select Rename to give the node a new name. Figure 5 Organizational Hierarchy Editor: Organizations tab --End--

28 28 Telecom Billing System Delete an organization node Use Procedure 3 Deleting an organization node (page 28) to delete an organization node. Procedure 3 Deleting an organization node Step Action 1 Select the organization node in the tree. 2 Right-click and select Delete. A dialog box opens confirming that you want to delete the node. 3 Click Yes. The node disappears from the tree. --End-- Employee Selector window The right section of the Organizational Hierarchy window consists of the Employee Selector window. The Employee Selector window also appears as an individual window by clicking Directory in the Station Set window. This window displays the list of current Employee entities in the Directory database, and enables you to create a new employee entity, add it to your organization node, and edit the details of an existing entity. Use the icons in the Organization Hierarchy toolbar to edit the Employee records listed or create new Employee, Roles/Projects, or External Parties records to be added to your organization node. As they appear from left to right, the icons are: Add new record Select a record type (Employee, External Party, Role/Project) from the Entity Selector. You can then add a new Employee record to the database (which opens the Employee Editor), or add a new Roles/Projects record (which opens the Roles/Projects Editor) or a new External Party record (which opens the External Party Editor). Use Procedure 4 Adding an employee to an organization node (page 29).

29 Telephony Manager Directory Services 29 ATTENTION Do not use spaces in the names of Roles and Projects. Delete record Delete the selected record from the database. Use Procedure 6 Deleting an employee from an organization node (page 30) Edit record Edit the selected record. This opens the corresponding Editor window (for example, Employee Editor, External Party Editor, or Roles and Projects Editor), in which you can edit the record details. See Procedure 5 Editing employee data (page 30). Find Search for a specific record. Enter a text string and select a field from ID, Entity Type or Name by which to search the database. Use Procedure 7 Searching for a specific employee (page 30). Sort Sort the employee records in ascending or descending order. Use Procedure 8 Sorting the employee list (page 32). Refresh view Refresh the list after making changes. Move First/Previous/Next/Last Move the cursor to the top of the list, to the previous entity to the one selected, to the next entity to the one selected, or to the end of the list. Help Consult the online Help system. The following procedures describe how to maintain employees assigned to an organization node. The procedures to maintain External Parties and Roles/Projects are similar. Procedure 4 Adding an employee to an organization node Step Action 1 Select the organization node in the tree. 2 Click Add (the toolbar button with the plus sign). The Entity Type Selector window opens. 3 Select Employee. The Employee Selector window opens. 4 Select the Employee name to assign to the organization node. --End--

30 30 Telecom Billing System Procedure 5 Editing employee data Step Action 1 Select the organization node in the tree. The names of the employees appear in the Employee Selector window. 2 Select the name of the employee you want to edit. 3 Click Edit (the Toolbar button with the pencil). The Employee Editor opens. 4 UseProcedure 10 Editing employee data (page 34) to edit the employee information. --End-- Procedure 6 Deleting an employee from an organization node Step Action 1 Select the organization node in the tree. The names of the employees appear in the Employee Selector window. 2 Select the employee you want to delete. 3 Click Delete (the toolbar button with the X). The employee disappears from the list, and is removed only from the organization node. The employee still exists in the Telephony Manager Directory. --End-- Procedure 7 Searching for a specific employee Step Action 1 Select the organization node in the tree. 2 Click Search (the toolbar button with the flashlight). The Find and Replace window opens, as shown in Figure 6 "Find and Replace window" (page 31).

31 Telephony Manager Directory Services 31 Figure 6 Find and Replace window 3 Select the field you want to search from the Search Field list. 4 Enter the character string to search for in the Find What text box. If you enter a blank value in the Find What text box, all employees will be searched. For example, if "Last Name" is selected from the list in the Search Field field, and nothing is entered in the Find What text box, the system will search all employees having a last name. 5 Click one of the following: Find First Finds the first occurrence of the character string Find Next Finds the next occurrence of the character string Close Ends the search If the search finds a match, the employee s name appears highlighted in the Entity Selector window, as shown in Figure 7 "Entity Selector window" (page 32).

32 32 Telecom Billing System Figure 7 Entity Selector window --End-- Sort the employee list Procedure 8 Sorting the employee list Step Action 1 Select the organization node in the tree. 2 Select the column header of the column you want to sort in the Employee Selector window. 3 Click Sort Ascending or Sort Descending (the toolbar buttons with AZ Up or AZ Down). --End--

33 Telephony Manager Directory Services 33 Employee Editor The Employee database contains information about your organization s employees that is relevant to TBS. It includes such information as your employees names, telephone extensions, authorization codes, and their locations within the organizational hierarchy. This information is required to cost and allocate telephone calls to the proper extensions and cost centers within your organization. ATTENTION None of the information entered into the Organizational Hierarchy Database from the Telecom Billing System is automatically entered into the Common Network Directory. The information has to be manually input into the Common Network Directory database as well as into the Organizational Hierarchy Database. The Employee Editor window enables you to add new employees and update employee personal and job-related data. The tabs on the right side of the window enable you to define the assets assigned to the employee. You can also define the property assigned to the employee, such as telephone and terminal numbers. Access the Employee Editor You can access the Employee Editor in one of two ways: Click Add or Edit in the Organizational Hierarchy Editor window. Double-click an employee s name in the Employee Selector window. Procedure 9 Adding a new employee Step Action 1 Enter the employee data as follows: a b c Enter the employee information in the appropriate fields. Select the organization node to which the employee is to be added by selecting the node from the Org Path list, or entering the path to the node in the Org Path text box. From the Manager list, select the employee s manager. The Manager name is defined in the Web Directory section. After the CND synchronization, the name propagates to the Employee Editor. d Click the envelope icon next to to enter the employee s default address or type the address. Ensure that you type a valid address as this field is not validated. 2 Enter the asset information as follows:

34 34 Telecom Billing System a b c d Select New Asset in the Type column. The edit boxes below the grid become active. Select the type of asset from the Type list. The asset types available identify the employee in the different Telephony Manager applications. Based on the type selected, a corresponding field entry appears, into which you enter a value. If the employee is the prime user of this asset, select Prime. This allows several employees to use the same asset, while one employee in particular is the main owner of the asset and is assigned the cost. Click Apply. 3 Click one of the following: OK Saves the employee information and closes the window. Apply Applies the information configured. Apply/New Saves the employee information and leaves the window open. The window is blank so you can add another new employee. Cancel Closes the window without saving the employee information. --End-- Procedure 10 Editing employee data Step Action 1 Select the Employee tab in the Employee Editor window. The selected employee data appears. 2 Edit the employee data as follows: a b c d e Edit the employee information in the appropriate fields. Select the organization node with which the employee is associated by selecting the node from organization structure tree, or entering the path to the node in the Org Path text box. From the Manager list, select the employee s manager. Click the envelope icon next to to enter the employee s default address or type the address. Click one of the following:

35 TBS interface 35 OK Saves the employee information and closes the window. Apply/New Saves the employee information and leaves the window open. The Up and Down arrows appear on the right side of the window. Use these arrows to scroll to another employee record for updating. Cancel Closes the window without saving the employee information. 3 Edit the property information: a b c Select the property you want to edit from the list of property in the grid at the right of the window. The edit boxes below the grid display the current values. Change the information in the edit boxes. If the property is new, the system automatically selects the Prime field. Click Apply. --End-- Procedure 11 Deleting property assigned to an employee Step Action 1 Select the property you want to delete from the list of property in the grid at the right of the Employee Editor window. 2 Click Delete located below the grid. --End-- TBS interface This section contains an overview of TBS functions and databases. It briefly describes their function and purpose. For complete details about each of these functions and their operation, refer to the online Help included with the software. Interface elements The TBS main window is the main interface for editing the databases, collecting data, and generating reports. See Figure 8 "TBS main window" (page 36).

36 36 Telecom Billing System Figure 8 TBS main window The following sections provide a brief outline of TBS commands, databases, and panes. Panes TBS displays its activities in the following panes: System Tasks section The System Tasks section, shown in Figure 9 "System Tasks section" (page 37), displays information about the data collection, costing, and data transmission functions. Each tab in this section displays the data being processed, as well as the status of each process. Use this section to view the status of your data and of the system s functions.

37 TBS interface 37 Figure 9 System Tasks section System Monitor section The System Monitor section, shown in Figure 10 "System Monitor section" (page 37), displays another view of Collection, Costing, and Transmission activities. You can view the status of a particular process and determine at a glance if the system is running properly. Figure 10 System Monitor section System Alarm section The System Alarm section, shown in Figure 11 "System Alarm section" (page 38), displays alarm messages to indicate any abnormal activity during the TBS session. It displays the alarm messages for alarms that were defined in the System Configuration function. When the system encounters an activity that surpasses a defined alarm threshold, it displays the corresponding alarm in this section. As well, this section displays all status messages for any running tasks with a severity level of Warning or higher.

38 38 Telecom Billing System Figure 11 System Alarm section File menu The File menu accesses functions used to archive, purge, and restore the Call Database; import and export data; generate reports; and exit from TBS. To access these functions, click File in the main window, and then select from the following menu options: Call Database Archive Restore Purge Import Export Reports Exit Call Database The Call Database menu option accesses another cascading menu containing the Archive, Restore, and Purge menu options. These menu options access the Archive, Restore, and Purge functions, which help you to manage your Call Database records. Archive The Archive function is used to copy or archive a range of call records from the Call Database to an external device, such as a network drive or a disk. Restore The Restore function is used to copy or restore the archived call records from an external device, such as a network drive, back to the Call Database.

39 TBS interface 39 Purge The Purge function is used to delete or purge a range of call records from the Call Database. This frees more disk space on your PC for new call records and improves overall system performance. Import The Import function is used to import data records from an external source to this system and convert them to a format compatible with TBS databases. This function is useful for quickly updating TBS databases with data from another application. Export The Export function is used to export data from TBS databases to an external source. Reports TBS reports provide you with thorough and detailed information about your telephone system. These reports detail and summarize your telephone system usage, assign costs to the appropriate cost centers, and display information about your system organizational databases. As well, they provide statistics about your system to help assess the effectiveness of your telephone services. Figure 12 TBS Reporting window Reporting options The following options are used to select the output device for the report, as well as its filters and sorting definitions. These

40 40 Telecom Billing System options appear in the Profile section (right side) of the TBS Reporting window, shown in Figure 12 "TBS Reporting window" (page 39). Output Type The Output Type list contains a list of output formats for the selected report. You can select from the following options: Screen This option displays the report on the screen. Printer This option prints the report to the Windows-configured printer. Rich Text Format This option exports the report to a file in rich text format (RTF). Its filename is the name you entered in the File Name box as extension.rtf. Reports exported in RTF do not contain logos or graphs. HTML Format This option exports the report to a file in hypertext markup language format (HTML). Its filename is the name you entered in the File Name box as extension.htm. Reports exported in HTML do not contain graphs. Snapshot Format This option exports the report to a file in Microsoft Snapshot format. Its filename is the name you entered in the File Name box as extension.snp. To open the file in Snapshot format, you must have the Snapshot Viewer installed on your PC. File Name When outputting a report to a format other than a printer or screen, the Report Generator requires that you specify its filename and destination. This way, it can save the report to a file in that selected format. In the File Name box, enter the name of the file to which the report is to be exported. Also select the destination drive and directory for this file. This filename has an extension that corresponds to the format of the file. This field is activated only if you are exporting the report to a file in one of the supported formats (RTF, HTML, or Snapshot). ATTENTION You can enter specific variable tags in your filenames to create unique filenames during report generation. This provides you with added flexibility when you are generating reports at scheduled intervals and you do not want to rename the files for each interval. Send File Using When generating a report to a file, you can also send copies of that file to definable addresses. The Send File Using option allows you to a copy of the report to selected addresses. When you generate the report, this option inserts the report file as an attachment to an message. This option s the outputted file that you entered in the File Name box. Because this function inserts

41 TBS interface 41 the report file as an attachment to an message, it is available only if you are outputting a file to RTF or Snapshot format. Filter The Filter function is used to select the reporting criteria for your reports. This allows you to generate reports based on very specific requirements. For example, you may want to view a report for only the current day. Use the Filter function to select the most recent day for this report, then select this filter name from the Filter list in the main Report Generation dialog box when you print the report. Sort The Sort function is used to sort the data in the reports in different formats. For example, you may want to display a report by date and time. Use the Sort function to sort the report by the selected date and time. then select this sort definition name from the Sort list in the Reporting dialog box when you print the report. Configuration The telephone configuration to which these reports apply. The telephone configuration is initially defined as described in Prepare telephone configuration (page 78). Reporting commands The following is a list of the Report Generator commands: Go This command generates the selected report. Schedule This command schedules the report to be run at a later date and time. This accesses the Scheduler application in which you enter the scheduling criteria for the report. Cancel This command exits this function. Help This command allows you to obtain help for the Report Generator function. Creating custom logos on reports Each TBS report contains a common header graphic, which is located at the top left corner of the report. This graphic helps you to easily identify the reports as part of TBS. Use TBS to edit this graphic, or even replace it with another graphic, by editing a bitmap (BMP) file. You can replace this graphic with another more descriptive design, such as your company logo, to suit your own needs. For example, you can include your company logo on your TBS reports to provide you with professional-looking reports that are customized for your organization.

42 42 Telecom Billing System CAUTION Be careful when editing the graphic file. If the file is too large, it may cause errors in the generated reports. To ensure that the original graphic file is secure, make a backup copy of it. To do so, copy the file Logo.bmp from the site and system directory to another directory, or rename it (for example, Backup_Logo.bmp). Perform the following steps to create a custom graphic or logo for your TBS reports. Procedure 12 Creating a custom graphic or logo for TBS reports Step Action 1 Use a graphics program such as MS Paint to create a bitmap with the following dimensions: 3.73" (W) by 0.86" (H). 2 Insert or create the new graphic (for example, your company logo) in the bitmap file. 3 Save this file as Logo.bmp to the drive and directory for your site and system (for example, C:\Nortel\Common Data\Sample Site\Sample System\Logo.bmp). --End-- To help you to use the correct dimensions for your logo, you can make a copy of the original graphic file Logo.bmp and use it as a template for your own graphic. Open the file Logo.bmp and insert the new graphic in the file. The TBS reporting function automatically uses this logo on your reports. List of reports The following is a list of the reports that are available for TBS. Cost Analysis Reports The Cost Analysis Reports display costing information for calls made by your employees, either by their extensions or authorization codes. The tabulated costs are then rolled up to their respective organizational level summaries. Costs can also be identified by account codes and then charged back to your clients. ATTENTION The requested TBS report could be empty as there might be no data available for the report or there is no data collected from the telephone system. The following is a list of the available Cost Analysis Reports:

43 TBS interface 43 Extension Detail Report Extension Detail Report with Account Codes Exception Chronological Report Entity Detail Report Dialed Number Info Service (DNIS) Summary Report DNIS Detail Report Auxiliary ID Detail Report Authorization Code Detail Report Account Code Summary Report Account Code Detail Report with Employees Account Code Detail Report Entity Summary Graphs Organization Roll-up Summary Graphs Account Code Roll-up Summary Reports Authorization Code Roll-up Summary Reports Entity Roll-up Summary Reports Extension Roll-up Summary Reports Directory Information Reports The Directory Information Reports provide you with details about your system s corporate databases. Such reports as the role/project, external party, and employee directory reports are useful in maintaining an up-to-date listing of your projects, customers, and employees. The following is a list of the available Directory Information Reports: Role/Project Directory Report External Party Directory Report Employee Directory Report (ordered by Organizational Unit) Employee Directory Report ATTENTION The requested TBS report could be empty as there might be no data available for the report or there is no data collected from the telephone system. Frequency Reports The Frequency Reports provide details about actual telephone usage. Management can isolate individual users and departments that are not properly using the telephone system through misuse or neglect. As well, system administrators can use this information to determine which

44 44 Telecom Billing System services are not being utilized. This analysis enables you to adjust your telephone services to suit your needs. The following is a list of the available Frequency Reports: Undisbursed Verification Report Unanswered Calls Summary Report Unanswered Call Detail Report Ring Time Report Ring Time Analysis Report Location Summary Report Hold Time Summary Graph Hold Time Detail Report Frequently Called Numbers Report External Party Summary Report Duration Summary Graph by Call Type Duration Summary Graph Digits Detail Report Call Area Summary Report Area Code Summary Report Area Code Location Summary Report Area Code Summary Graphs Location Summary Graphs ATTENTION The requested TBS report could be empty as there might be no data available for the report or there is no data collected from the telephone system. Surcharge Reports The Surcharge Reports display costing information for calls made through your system. They itemize the total usage charges by cost, surcharge (profit), and total cost (billed amount). The tabulated costs are then rolled up to their respective organizational level summaries. These costs are identified by the associated authorization codes and extensions on the entity reports. The costs can also be identified by account codes and then charged back to your clients. The following is a list of the available Surcharge Reports: Exception/Chronological Surcharge Report Entity Surcharge Summary Report Entity Surcharge Detail Report

45 TBS interface 45 Account Code Surcharge Summary Report Account Code Surcharge Detail Report Account Code Surcharge Roll-up Summary Reports Entity Surcharge Roll-up Summary Reports ATTENTION The requested TBS report could be empty as there might be no data available for the report or there is no data collected from the telephone system. Utility Tools Reports The Utility Tools Reports provide assistance in managing the telephone configuration databases. These reports highlight features of your telephone configuration that must be updated regularly to keep your network management and fiscal reports accurate. The following is a list of the available Utility Tools Reports: Trunk Diagnostic Report Telephone Configuration Report System Configuration Report Extension Diagnostic Report Authorization Code Diagnostic Report Account Code Diagnostic Report ATTENTION The requested TBS report could be empty as there might be no data available for the report or there is no data collected from the telephone system. Traffic Reports The Traffic Reports help to determine cost effective networking solutions by critically examining the telephone system s trunks and services. The following is a list of the available Traffic Reports: Trunk Group Utilization Graphs Trunk Usage Reports Trunk Utilization Report Trunk Graph Trunk Detail Report Tandem Tie Summary Report

46 46 Telecom Billing System ATTENTION The requested TBS report could be empty as there might be no data available for the report or there is no data collected from the telephone system. Custom Reports The Custom Reports folder contains any custom reports created using the Custom Reports utility. This utility is used to create and build reports using the tables and data from TBS databases. Edit menu The Edit menu accesses the TBS main databases. These databases contain all of the information you need to run TBS effectively for your organization. To access these databases, click Edit in the main window, and then select from the following: Organizational Hierarchy Employees External Parties Roles/Projects Asset Assignments Telephone Configuration Location Books Rate Tables Taxes Call Database External Parties The External Parties Database contains information about individuals or companies with whom you have regular contact. It includes such information as the external party s name, address, telephone number, and account code. Use this database to define the telephone numbers and optional account codes for your customers and contacts so you can identify commonly called telephone numbers on your detail and summary reports. This database can also be used to maintain a list of your frequently called customers or clients.

47 TBS interface 47 Roles/Projects The Roles/Projects Database contains information about the different roles or projects that require reporting in TBS. It is used to assign extensions, authorization codes, account codes, or dedicated trunk groups to projects or personnel for reporting purposes. For example, it can contain information about individuals or companies who use dedicated extensions but are not included in the Employee Database (for example, contract workers). It can also contain information on projects that require dedicated extensions and, therefore, require a name and organizational position for reporting. Asset Assignments This database defines how the different assets are assigned to the corporate entities in the Employee, External Parties, and Roles/Projects Databases. Telephone Configuration The Telephone Configuration Database is the main costing database. It combines rate tables, location books, and carrier pricing templates to calculate usage costs for the various trunk groups that are defined for the sites in your organization. It also calculates additional fixed costs, which can be added to the basic usage costs of these trunk groups. As well, it enables you to assign various reporting groups to calls for the system detail and summary reports. When calls are made through the trunks in these trunk groups, TBS uses the Telephone Configuration Database to calculate their total costs. It can then assign these costs to the appropriate extensions (and, therefore, personnel), as well as any defined organizational hierarchy levels within your company. The following is a summary of some of the features of the Telephone Configuration Database: You can define multiple telephone configurations, call digit translations, and carrier pricing templates. This allows you to configure multiple costing scenarios for a specific location, and then compare rates from different carriers based on your telephone usage patterns. This way, you can find out the true savings of using different carriers. This single editor enables you to define multiple telephone configurations, and assign any predefined call digit translations and carrier pricing templates to them.

48 48 Telecom Billing System The Telephone Configuration navigation tree enables you to view your configuration information for each system. Therefore, you can easily make any corrections to your configuration for all of your systems. The Bill Party Surcharge function is used to define and apply additional charges to calls over and above the standard charges calculated using the Telephone Configuration Database. These surcharges are assigned to bill (or call) parties typically, the extension from which the call was placed, rather than the trunk line over which the call was transmitted. This feature is used primarily in the hospitality and campus billing market where TBS can be used to bill guests and other users. Figure 13 "Telephone Configuration Database editor" (page 48) shows an example of the Telephone Configuration Database editor. Figure 13 Telephone Configuration Database editor Location Books The Location Books function is used to define the location books (distance-based, latitude and longitude, and non-distance-based), and virtual private network books, which are used by TBS. Location books serve two purposes in calculating costs for TBS. Their first and primary purpose is to find a meaningful location name for the source and destination of a phone call. The second purpose is to obtain additional rating information, which is used to determine the cost of a call. That is,

49 TBS interface 49 Location books identify the physical or virtual locations of calls so that TBS can apply the appropriate usage costs to them based on their distance or codes. Rate tables Rate tables provides TBS with the required rates and coverage areas. These are used to identify how the calls to different locations are costed. Using the rate tables, TBS can cost calls with the appropriate rates. Telephony Manager rate tables are ordered directly from the rate tables vendor (For example, Avotus) and Telephony Manager Billing package must be ordered first. Customer also has web access for downloading of the rates and tariffs from the rate table vendor s web site. Consult CS1000 TM4.0 Order Management Knowledge Transfer Kit on Nortel Partner Information Center website: nn/home/nn_proddoc.jsp?bkmg=0&=25540&=-8026&=23&=12460 for rate tables ordering details. For information about obtaining updated rate tables, contact your Nortel distributor. Taxes The Tax Definition Editor is used to define the taxes that are applied to the telephone usage costs for your system. For example, if you want to add a sales tax to all usage costs calculated for the main node, then enter this tax value in this editor. You can then select it from the Tax Information fields of the Node Information Editor. If your system requires compound taxes, then you must calculate them first, and then enter the resulting value in these fields. Call Database The Call Database Editor is used to display and edit the call records stored in the Call Database. The Call Database contains all of the call records that have been collected from the switch. In some cases, it may be necessary to edit or delete some call records (due to invalid fields, such as corrupted dates or IDs). Use it to remove bad or unwanted sections of the database or replace invalid dates with valid dates. ATTENTION Each of the main database editors described previously record messages in the Telephony Manager Event Log Viewer for diagnostics and troubleshooting. The messages typically indicate when the editor is launched; however, messages only appear after the editor is closed.

50 50 Telecom Billing System View menu The View menu contains commands that are used to display or hide the graphical toolbar and status bar. As well, you can clear the contents of the Alarms section and select the data to be displayed in the System Tasks section. To access these functions, click View in the main window, and then select from the following menu options: Toolbar Status Bar Clear Alarms section Settings Tools menu The Tools menu accesses the commands that manage the main processes in TBS. Use these commands to start, stop, schedule, and configure the data collection, call costing, and data transmission processes. To access these commands, click Tools in the main window, and then click the following menu options. ATTENTION You can also click the corresponding icons in the toolbar. Collection The Collection menu accesses the functions that manage the data-collection process. Start Starts the data collection in either batch or real-time mode. Stop Stops the data collection process. Schedule Accesses the Scheduler to schedule data collection at a later date and time. Configuration Defines the parameters used by TBS to communicate with, and collect data from, the CS 1000 or Meridian 1 system. Costing The Costing menu accesses the functions that manage the call costing process. Start Starts the call costing process. Stop Stops the call costing process.

51 TBS interface 51 Schedule Accesses the Scheduler to schedule call costing at a later date and time. Configuration Defines the costing parameters in the Telephone Configuration Database. Transmission The Transmission menu accesses the functions that manage the data transmission process. Start Starts data transmission in real-time or batch mode. Stop: Stops the data transmission process. Schedule Accesses the Scheduler to schedule data transmission at a later date and time. Configuration Defines the parameters used by TBS to communicate with and transmit data to an external source, such as a Property Management System (PMS). Options menu The Options menu accesses the System Configuration function. To access this function, click Options > System Configuration in the main window. System Configuration The System Configuration function allows you to configure system options, data collection and transmission parameters, and alarm thresholds. System Tab This tab contains processing parameters for the call records. Collection Tab This tab contains the connection and communications parameters for data collection. Transmission Tab This tab contains the connection and communications parameters for data transmission, as well as the transmission setup configuration. Alarms Tab This tab contains any alarm thresholds and their corresponding alarm messages. These messages appear in the System Alarms section of the main window. Setup Transmission Record Format Fields The Available Fields list box in the Transmission tab contains all of the fields you can select for your record format. The Selected Fields list box contains all the fields you selected from the Available Fields list box (see Figure 14 "Setup Transmission Record" (page 52)). These fields are included in the output stream during data transmission.

52 52 Telecom Billing System Figure 14 Setup Transmission Record The following is a list of the field names that you can select. Unique Record ID Unique identifier for the call. Billing Extension Extension that is billed for the call. On an outgoing call, this is the extension that placed the call. On an incoming call, it is the extension that received the call. Call Trunk Trunk that carried the call. Billing Trunk (Tandem Only) On a tandem call, two trunks are involved in the call. TBS creates two charge records, one for the incoming call on the originating trunk and the other for the outgoing call on the terminating trunk. When rating the incoming call, the originating trunk is considered to be the Call Trunk because it is the one carrying the inbound traffic. The terminating trunk is the Billing Trunk because it can be used through the Corporate Directory trunk assets for billing back to a corporate entity. Conversely, when rating the outgoing call, the terminating trunk is considered to be the Call Trunk because it is the one carrying the outbound traffic. The originating trunk is the Billing Trunk because it can be used by the Corporate Directory trunk assets for billing back to a corporate entity. Call Type (N=Normal, I=Internal, T=Tandem) A Normal call designation is given to an outbound or inbound call involving an on-net party and an off-net party (for example, either the originating ID or the terminating ID is an extension, and the other ID is a trunk). An

53 TBS interface 53 Internal call designation is given to calls involving two on-net parties (for example, both originating and terminating IDs are extensions). A tandem call involves two off-net parties (for example, both originating and terminating IDs are trunks). Calling Direction (O=Outbound, I=Inbound) An outbound call is one placed by an on-net party (an extension) to an off-net party (for example, a trunk is used to reach the off-net party). An inbound call is a call coming from an off-net party (for example, a trunk carries the call into the switch) that terminates at an extension. Originating ID Type (D=Extension, T=Trunk) Designates whether the originating party of the call is a trunk or an extension. Originating Extension/Trunk Identifier of the originating party (for example, the specific extension or trunk number of the originating party). Terminating ID Type (D=Extension, T=Trunk) Designates whether the terminating party is a trunk or an extension. Terminating Extension/Trunk Identifier of the terminating party (for example, the specific extension or trunk number of the originating party). Date Date on which the call was made. Time Time of day at which the call was made. Billed Duration Duration of the call used for billing. This is the actual duration of the call rounded according to the specified rounding parameters determined by the carrier. Duration Actual duration of the call in seconds. Digits Dialed Digits dialed that were recorded and output by the switch in the CDR stream. Formatted Digits Dialed Digits formatted after processing by the costing function according to its call digit translation, access codes, and carrier pricing templates. Digits as Costed Digits used by the costing function to determine the call location and carrier pricing. These are the original digits dialed after call digit processing and access code removal by the costing function. Account Code Additional code dialed on a call for charge-back purposes, often used by legal, accounting, and consulting firms to identify a specific client for charge back. Authorization Code Additional code dialed on a call to authorize and identify the individual placing the call. This is often used in campus

54 54 Telecom Billing System environments when calls need to be placed from anywhere within the campus. Calling Line ID (CLID) Telephone number of the calling party on an inbound call. Dialed Number Info Service (DNIS) Number dialed by the calling party to reach the company. Area Code & Exchange (NPANXX) North American numbering plan area code and exchange dialed on the call. On non-north American calls, this field contains the dial code of the location that matched the digits or CLID on the call. This is used when looking up the call location in the location book specified in the Telephone Configuration Database. Location City name of the called or calling location, which is looked up in the specified location book using digits or CLID on the call. Province/State Province or state name of the called or calling location, which is looked up in the specified location book using digits or CLID on the call. Country Country name of the called or calling location, which is looked up in the specified location book using digits or CLID on the call. Route Route designation for the call specified by the Telephone Configuration Database. Call Cost Basic cost of the call as determined by the Telephone Configuration Database before surcharging. Tax on Call Cost Total tax charged on the above-listed Call Cost according to the taxes specified in the Telephone Configuration Database. Call Cost + Taxes Sum of the Call Cost and Tax on Call Cost. Surcharge Surcharge applied to the call according to the Surcharging parameters specified in the Telephone Configuration Database. Tax on Surcharge Tax amount on the surcharge calculated according to the taxes specified in the Telephone Configuration Database. Call Cost + Surcharge Call Cost plus the Surcharge without taxes. Tax on (Call Cost + Surcharge) Total tax on the Call Cost and Surcharge. Call Cost + Surcharge + Taxes Total of the Call Cost and the Surcharge values and the taxes on those values. Tax 1, Tax 2, Tax 3 & Tax 4 Up to four different taxes can be specified in the Telephone Configuration Database. These fields

55 TBS interface 55 contain the tax amount calculated on the above-listed Call Cost value plus the Surcharge value for the four specified taxes. Off End Taxes Tax applied to any charges that have gone off end from a TIE-line node programmed in the Telephone Configuration Database. User Defined Any constant value that you wish to include in a specific location of the output data stream during data transmission. For example, the standard HOBIC record format for hotels may require a 3-letter hotel ID column, which you can enter in the User Defined field as a constant value (for example, HB1). This value is included in the record that is sent to a downstream property management system. When you select User Defined, it uses the constant value that you entered in the Sample Value field (located next to the selected fields list). As with the other fields defined in the data transmission, you can select multiple User Defined fields and position them at any location in the record. TBS Display option The TBS Display option for collecting, costing, and transmitting call records negatively impacts system performance by consuming system resources. To improve system performance, disable the TBS Display option. Procedure 13 Disabling the TBS Display option Step Action 1 Select View > Settings in the TBS main window, as shown in Figure 8 "TBS main window" (page 36). The Settings dialog box opens with the Collection tab selected. See Figure 15 "Settings dialog box: Collection tab" (page 56).

56 56 Telecom Billing System Figure 15 Settings dialog box: Collection tab 2 Clear the Display CDR records as they are collected check box. 3 Select the Costing tab. The Settings dialog box Costing tab appears, as shown in Figure 16 "Settings dialog box: Costing tab" (page 57).

57 TBS interface 57 Figure 16 Settings dialog box: Costing tab 4 Clear Display Call Records as they are costed. 5 Select the Transmission tab. The Settings dialog box Transmission tab appears, as shown in Figure 17 "Settings dialog box: Transmission tab" (page 58).

58 58 Telecom Billing System Figure 17 Settings dialog box: Transmission tab 6 Ensure that the Display Call Records as they are transmitted check box is cleared. 7 Click OK. --End-- Configuring TBS Before using TBS, you must install and configure it as part of the Telephony Manager system. Refer to Telephony Manager 4.0 Installation and Commissioning (NN ) for complete details of installing TBS as part of Telephony Manager and assigning it to a site and a system. The following instructions and examples are intended to assist you in preparing TBS for your own configuration. Because each telephone system is configured differently and each Telephony Manager installation

59 Configuring TBS 59 is different, these examples cannot predict every scenario. Use these examples to teach yourself how to configure your hardware and how to configure TBS software to work with this hardware. These examples are designed to account for the majority of cases and provide you with assistance in getting started. This section describes how to configure TBS, using as an example a scenario with the following characteristics: The Acme Company has its head office located in Dallas, Texas. The telephone number for its head office is (214) The telephone system requires that users enter the access code 9 before making any outgoing calls. There is one trunk route with 46 members on the Meridian 1. These are configured as trunks 2001 to The Meridian 1that is located in the switch room of the Acme Company head office building requires an MDR 2000 ISD to collect CDR data. A modem is attached to it to allow for communications between it and a PC in another room. It has a dedicated extension number of 222. The PC on which TBS is installed is located in another room of the same building. A modem is attached to the PC s COM1 port and is used to connect to the MDR 2000 ISD. Summary The following is a summary of the steps required to prepare and configure TBS to process call records. You need to perform these steps only when you first install and use TBS or if your configuration or hardware changes: Procedure 14 Preparing and configuring TBS to process call records Step Action 1 Ensure that the system is configured to properly output CDR data. See Ensure that the system is configured properly (page 60). 2 Install and configure the buffer unit. See Install and configure buffer unit (page 61). 3 Install any rate tables purchased for your dialing plan. See Install rate tables and location books (page 71). 4 Run TBS so it can be configured. See Run TBS so it can be configured (page 72).

60 60 Telecom Billing System 5 Configure and test the data collection process before running it in a real-time situation. See Configure and test data collection (page 74). 6 Obtain the List Trunk and Member (LTM) values from the Meridian 1. See Obtain LTM from the system (page 78). 7 Configure the telephone. See Prepare telephone configuration (page 78). 8 Test the telephone configuration. See Test telephone configuration (page 98). 9 Configure data transmission. See Configuring data transmission (page 102). --End-- For more details about each of the TBS functions and features described in the following sections, refer to the online Help included with TBS. For more details about the hardware components included with TBS (for example, buffer units and modems), refer to the associated documentation. Ensure that the system is configured properly For TBS to collect and process CDR data, the system must output the data in the proper format. You must, therefore, enable the required features and options in the system overlays. This section describes the options that are required for TBS to process the CDR data. ATTENTION This document is not intended to describe all options related to CDR data. For complete details about the available CDR options and information about configuring CDR, see Call Detail Recording Fundamentals (NN ). Procedure 15 Ensuring that the system is configured properly Step Action 1 Select CDR output format. In LD 17, at the TYPE prompt, respond with PARAM, select either NEW or OLD format CDR output (FCDR=NEW). TBS contains script files for supported buffer units, including the MDR 2000 ISD. As well, it can be configured to support both NEW and OLD CDR formats. 2 Configure Auxiliary Identification output in CDR record. In LD 15, at the TYPE prompt, respond with CDR_DATA, configure the Auxiliary Identification to be output in CDR (AXID=Yes). The AXID field is not captured by TBS, but is

61 Configuring TBS 61 required to ensure that data fields output in the CDR record appear in the expected positions. 3 Configure routes for CDR output. In LD 16, configure the routes that output CDR data (CDR=Yes), and determine the type of CDR data to output. For example, you may want to record all incoming calls and only outgoing toll calls. 4 Ensure that the SDI port for your system is configured to match the settings on the buffer unit. If you plan to collect data at a higher baud rate, you may need to change both the SDI port and the buffer unit settings. --End-- The default settings for the MDR 2000 ISD are: Baud = 1200 Data Bits = 8 Parity = None Stop Bits = 1 If you plan to use the default values for the MDR 2000 ISD, you must use the same values for the SDI port. Install and configure buffer unit TBS collects CDR data from the system either directly or through one of several types of buffer units. Based on your configuration, you may need to collect the CDR data from a buffer unit in a specific format and share it between different applications. For this setup, assume that TBS is collecting CDR data from the MDR 2000 Intelligent Storage Device (ISD). This section describes how to connect the MDR 2000 ISD to the system and the PC using a modem connection. This provides you with an example by which you can learn how to configure the other Telephony Manager-supported buffer units. If the system uses Ethernet connections, the MDR 2000e ISD is used. Because other buffer units have different connection and communications requirements, refer to their documentation for more details of configuring them. To collect Dialed Number Information Service (DNIS) data using an MDR 2000 or MDR 2000e buffer box, see Collecting Dialed Number Information Service data (page 136).

62 62 Telecom Billing System Security precautions for MDR 2000 ISD The MDR 2000 ISD is a precision electronic product. Remember to review all of the documentation included with the MDR 2000 ISD before attempting to install and use it. Failure to observe the precautions and guidelines outlined in the documentation may lead to product failure, damage, and invalidation of all warranties. CAUTION CAUTION WITH ESDS DEVICES Before handling the MDR 2000 ISD, take all proper electrostatic discharge (ESD) precautions, including personnel and equipment grounding: Do not rest the MDR 2000 ISD on the power cord. A damaged power cord can cause fires or electrical shocks. Do not use the MDR 2000 ISD in damp, dusty, or dirty places. Store spare components in proper antistatic material. Make sure equipment is turned off before handling or changing components. ESD damage is not always immediate and can result in failures after months of operation. Connect MDR 2000 ISD to system and PC The first step is to connect and install the MDR 2000 ISD onto the system. It can then collect and store call records as they are output from the system. You must then connect the PC to the MDR 2000 ISD so TBS can collect the call records from its database files. In this example, you configure and connect modems to the MDR 2000 ISD and to the PC. Use Procedure 16 Connecting the MDR 2000 ISD to the system and to the PC (page 62) to connect the MDR 2000 ISD to the system, and then to the PC with a modem connection. Procedure 16 Connecting the MDR 2000 ISD to the system and to the PC Step Action 1 Locate the system SDI port. 2 Connect the MDR 2000 ISD to the system SDI port using an RS-232C cable, as shown in Figure 18 "Meridian 1to MDR 2000 ISD" (page 63). Connect one end of the RS-232C cable to the PBX port on the MDR 2000 ISD using a male DB-25 connector, and the other end to the SDI output port on the system.

63 Configuring TBS 63 Figure 18 Meridian 1to MDR 2000 ISD 3 Connect the MDR 2000 ISD to the first modem: a Connect the null modem cable, which is provided with the MDR 2000 ISD, from the Modem port of the MDR 2000 ISD to the serial port of the modem. b Connect a telephone line cord from the To Line output jack of the first modem to the telephone jack. 4 Connect the PC to the second modem, as shown in Figure 19 "MDR 2000 ISD to modems to PC" (page 64). a Connect a modem cable from an available communications port (for example, COM 1) on the PC to the serial port of the second modem. If you have an internal modem attached to your PC, ignore this step. b Connect a telephone line cord from the To Line output jack of the second modem to the telephone jack.

64 64 Telecom Billing System Figure 19 MDR 2000 ISD to modems to PC 5 Plug in and turn on the MDR 2000 ISD: a b Plug the MDR 2000 ISD AC adapter into the electrical outlet. Insert the AC power supply connector into the 9 VDC jack of the MDR 2000 ISD. 6 Plug in and turn on the modems: a b Plug the modem AC adapters into the electrical outlets. Insert the AC power supply connector into the power jack of the modem. 7 Test the MDR 2000 ISD to ensure that it is collecting data. After you have turned on the MDR 2000 ISD, all the lights flash briefly and the RUN and BMT indicators remain on. After the second valid call record is obtained, only the RUN indicator remains on. The first valid call is used to populate the buffer registries when the MDR 2000 ISD has been turned off and on. --End-- The PBX indicator flashes as the MDR 2000 ISD receives data. This indicates that the data stream is being received. If the PBX light does not flash and you are sure that a call has been made, check the following: If you require a null modem adapter between the system and the MDR 2000 ISD, then ensure that it is connected between the system s SDI port and the PBX port of the MDR 2000 ISD. Ensure that CDR is turned on for the trunk route you are using.

65 Configuring TBS 65 Verify that the MDR 2000 ISD is collecting data Use Procedure 17 Verifying that the MDR 2000 ISD is collecting data (page 65) to access the MDR 2000 ISD to view and verify that the incoming data stream is valid. Procedure 17 Verifying that the MDR 2000 ISD is collecting data Step Action 1 Run a terminal program such as Windows HyperTerminal. 2 Dial the telephone number of the MDR 2000 ISD. This is the number to which the MDR 2000 ISD was connected by its modem. If the PC is connected directly to the MDR 2000 ISD, then start typing the commands to edit the parameters. For example, enter Type <Ctrl-V> I D <cr>. This verifies that you are communicating with the MDR 2000 ISD. The response is the serial number of the MDR 2000 ISD. 4 To view the data, type <Ctrl-V> D U <cr> (you may need to type this twice). If the data appears incorrect (for example, it contains random characters), then there is probably a communications problem. --End-- Changing communications parameters The MDR 2000 ISD default communications parameters can be different from the CS 1000 or Meridian 1 system. For example, the MDR 2000 ISD baud rate defaults to 1200, and the system may be If they are different, you must change the communications parameters of one or the other. Procedure 18 Changing the communication parameters of the MDR 2000 ISD (page 65) describes how to change the communications parameters of the MDR 2000 ISD and also configure it for NEW CDR format. If you want to change the communications parameters on the system, refer to the documentation provided with it. Procedure 18 Changing the communication parameters of the MDR 2000 ISD Step Action 1 Run a terminal program such as Windows HyperTerminal.

66 66 Telecom Billing System 2 Dial the telephone number of the MDR 2000 ISD (for example, 222). This is the number at which the MDR 2000 ISD was connected through its modem. If the PC is connected directly to the MDR 2000 ISD, then you can start typing the commands to edit the parameters. 3 Access the MDR 2000 ISD interface by typing <Ctrl-V> I M The prompt M2K> appears. 4 Check the status of the MDR 2000 ISD by typing ST <cr>. The status appears, similar to that shown in Figure 20 "MDR 2000 ISD status" (page 66). Figure 20 MDR 2000 ISD status 5 To change the baud rate for the modem port on the MDR 2000 ISD to 9600, type SE (Option) BA (PBX) (enter) (Modem) 9600 (enter) This responds as SE (Set Options) BA (Baud) PBX (PBX default) The first command in this line selects the default baud rate for the PBX port on the MDR 2000 ISD. ATTENTION If you are changing the baud rate for the modem, ensure that the modem answers at the desired speed first. For example, if you are using the Windows HyperTerminal program to access the modem, it prompts Connect 9600 when you are connected.

67 Configuring TBS 67 6 To quit and exit from this interface, type <cr> Q After you have accessed the MDR 2000 ISD, remember to exit from it by typing Q (quit). If your communications session is interrupted (for example, by a disconnected line or a power failure), then you lose your edits. --End-- Notes for customization strings In certain cases, you may need to change the customization strings of the MDR 2000 ISD to match the output of the system. To change the customization strings, use the CU (Customize) command in the MDR 2000 ISD interface and change the strings as necessary. Refer to the documentation provided with the MDR 2000 ISD for more details about the customization strings. Configuring a USB modem for use with Telephony Manager The installation program for the USB modem creates a virtual COM port. The virtual COM port allows various communications programs to seamlessly operate with USB modems. This section shows how to determine if a virtual COM port has been created, and how to change which virtual COM port is associated with your USB modem. To ensure your USB modem is associated with a virtual COM port, follow the subsequent procedure. Procedure 19 Checking for a virtual COM port Step Action 1 To open the modem options dialog from your operating system, perform the following steps: a For Windows 2000 and Windows Server 2003: Go to Start > Settings > Control Panel > Phone and Modem Options b For Windows XP: Go to Start > Control Panel > Printers and Other Hardware > Phone and Modem Options 2 Click the Modems tab. Your modem should be displayed in the list. Figure 21 "List of installed modems" (page 68) shows one installed U.S.Robotics USB modem associated with COM3.

68 68 Telecom Billing System Figure 21 List of installed modems If the modem is not connected to the computer, it does not appear in the installed modems list. Connect your modem and reopen this dialog. If your modem is connected to your server, and has been properly installed, but still does not appear in this list, Telephony Manager 4.0 does not support your modem. If you see your modem, it has properly created a virtual COM port and is supported by Telephony Manager Take note of the COM port your modem is associated with, as indicated in the Attached To column. This is the COM port you need to select when configuring the dialup parameters for a collection task in the Telecom Billing System. --End--

69 Configuring TBS 69 Changing the virtual COM port to USB modem association Telephony Manager 4.0 requires your USB modem to be associated with a COM port in the range between COM1 and COM10. Use Procedure 19 Checking for a virtual COM port (page 67) to identify the COM port. If the virtual COM port is not within the supported range; use Procedure 20 Changing the USB modem association with a COM port (page 69) to change the association. Procedure 20 Changing the USB modem association with a COM port Step Action 1 Close all applications that may be using a COM port on the Telephony Manager server. 2 Open the System Properties dialog. a For Windows 2000 and Windows Server 2003: Go to Start > Settings > Control Panel > System. b For Windows XP: Go to Start > Control Panel > Performance and Maintenance > System. 3 Click the Hardware tab. 4 Click the Device Manager button. 5 Expand the Modems node of the tree and select your USB modem. 6 Right-click and select Properties from the popup menu. 7 Click the Advanced tab. The figure Figure 22 "Advanced tab of modem properties dialog" (page 70) shows one properties dialog screen for the U.S.Robotics USB modem.

70 70 Telecom Billing System Figure 22 Advanced tab of modem properties dialog 8 Select the Advanced Port Settings button. A dialog similar to Figure 23 "Advanced port settings" (page 70) appears. Figure 23 Advanced port settings

71 Configuring TBS 71 The COM Port Number select list allows you to change the COM port to that with which the USB modem is associated, and correspondingly change the virtual COM port. 9 From the list, select a COM port not in use and which is within the range of COM1 to COM 8. Many servers today do not have a COM port. You may choose any port in the supported range. If a COM port is in use, the entry in the list states it as such. For example, if your server has a COM1, the list shows COM1 (in use) because this is a physically present COM port that cannot also be a virtual COM. If you have installed a multi-modem or multiple-serial port cards, these cards also create virtual COM ports. Typically, they create 2, 4, or 8 virtual COM ports numbered beginning at 3, 4, or 5. You may need to change their first virtual COM port, so your USB modem is mapped to a virtual COM port in the range of COM1 to COM Click OK once the selection has been made. If you have changed the COM port, the old virtual COM port is removed, and the new one created. You can now use this virtual COM port in the Telecom Billing System. 11 Close all open Device Manager and property dialogs. --End-- Install rate tables and location books Before you configure TBS, you must install the rate tables that reflect your telecommunications provider s rates. These provide such rates as long-distance call charges for direct dialed calls to North America, as well as international long-distance charges. TBS requires these rate tables to accurately apply costs to your long-distance calls. ATTENTION For information on obtaining rate tables, contact your Nortel distributor. Remember that the rate table files must be compatible with the TBS software. If in doubt, check with your distributor before purchasing any rate tables. As well as rate tables, you must install a set of location books for your software. Location books contain codes for the actual locations that are used by the rate tables to determine the charges incurred when calling these locations. To install the rate tables and location books, follow the instructions included with them. Remember to install the rate table files onto your Telephony Manager TBS directory so you can select the appropriate rate table files when you are defining your carrier pricing templates.

72 72 Telecom Billing System Run TBS so it can be configured If Telephony Manager is not already running, click TM Navigator from the Start Up program group. In the Telephony Manager Navigator, open a predefined site and system (for example, Site=Acme Company, System=Head Office). After you open the site and system, the window shown in Figure 24 "Telephony Manager Navigator" (page 72) appears. Figure 24 Telephony Manager Navigator From the selected site and system in the Telephony Manager Navigator, click Telemanagement, and then click Telecom Billing System. This accesses the TBS application main window, shown in Figure 8 "TBS main window" (page 36), from which you can configure the communications parameters, telephone configuration, and rate tables for initial use. You must also test the data collection and run reports to see if the data was collected and costed properly. When you first run TBS for a specific site and system, the Telephone Configuration Wizard appears.

73 Configuring TBS 73 ATTENTION The wizard that permits basic telephone configuration appears only when a system is created or after certain restores from backup. If the information is not provided to the window presented, then costing of local calls dialed using 7 digits does not provide a location name for those calls. If the wizard is run after a restore from backup, parts of the costing configuration are deleted and you must run the configuration again. See Figure 25 "Basic telephone configuration" (page 73). Figure 25 Basic telephone configuration

74 74 Telecom Billing System This allows you to optionally enter a basic telephone configuration for this site and system. Because you are not using the Telephone Configuration Wizard to enter your configuration, leave these fields blank and click OK to access TBS. Configure and test data collection Before you enter your telephone configuration, verify that TBS is collecting data from the system in the correct format. This way, you can test the configuration against actual calls. To test the data collection, enter the data collection parameters, collect the call records from the system, and view them in the Call Database. Enter data collection parameters For TBS to collect data from the system, you must enter the data collection parameters for the site and system. Make sure that you have already connected and configured your hardware (see Ensure that the system is configured properly (page 60) and Install and configure buffer unit (page 61)).You need to access the Communications tab only to select the communications and data collection parameters. In this example, you are collecting data from the Meridian 1or CS 1000S system through the MDR 2000 ISD buffer unit. ATTENTION You can also collect data from other buffer units. You can also collect data directly from the system using a direct connection or from the DBA application (network connection). For more information about configuring TBS to collect data from the Telephony Manager DBA application, see Collecting data from Telephony Manager DBA Application (page 120). Procedure 21 Entering data collection parameters Step Action 1 In the TBS main window, select Options > System Configuration. The System Configuration dialog box appears. 2 Select the Collection tab. 3 Enter your communications and collection parameters. For example, enter the following values: Type: Dial-Up Phone No: 222

75 Configuring TBS 75 Re-dials: 3 Port: COM1 Baud Rate: 9600 Data Bits: 8 Parity: None Stop Bits: 1 4 In the Collection Script box, enter the name of the script file that is used for this data collection. This file contains the instructions used to communicate with the buffer unit and collect data from it. The script filename you select depends on the type of buffer unit and the format of the data being collected. For example, if you are collecting data from the MDR 2000 ISD, then select MDR2000.COL. See TBS scripts (page 195) for a list of supported buffer units and their corresponding script filenames. In certain cases, you may want to report on transferred call records (also known as X records) and on Abandoned calls (also known as B records). With the X record option, call records representing calls that have been transferred are broken down into individual call records based on the call transfer. For more information about reporting on X and B records, see Processing X (transferred) records (page 22) and Processing B (Abandoned call) records (page 23). 5 Click OK. ATTENTION X records cannot be processed if you are collecting data from the MDR 2000 ISD. --End-- Test data collection Now that you have configured your hardware and entered the required communications parameters, you are ready to test the data collection. At this stage, run a data collection only as a test. Later, you can invoke data collection after you enter all of your system information and are ready to run it live.

76 76 Telecom Billing System Procedure 22 Testing the data collection (page 76) describes how to test the data collection process, assuming the following scenario. The system is outputting CDR data to the SDI port. The MDR 2000 ISD is directly connected to the system and is continuously collecting and storing the raw CDR data (call records) as they are output from the system. TBS collects this CDR data from the MDR 2000 ISD and stores it in the Call Database. Procedure 22 Testing the data collection Step Action 1 Wait for some calls to be recorded by the system. Either wait for some calling activity on the system or make a few telephone calls. If the MDR 2000 ISD is properly connected to the system, it collects and stores these call records as they are recorded by the system (note that the BMT light is out). 2 Start the data collection process by selecting Tools > Collection > Start in the TBS main window. 3 In the Start Collection dialog box, select the Batch option. 4 Click Start. TBS starts collecting the call records from the MDR 2000 ISD and places them in the Call Database. During the data collection process, TBS displays both the collection activities as well as the call records as they are collected in a window similar to that shown in Figure 26 "Call Database" (page 77).

77 Configuring TBS 77 Figure 26 Call Database 5 To view the status of the collection: a Select the Collection tab. b Click Status. 6 To view the call records: a Select the Collection tab. b Click Data. 7 Review the call records for any invalid fields. For example: Check the trunk numbers and digits dialed for invalid values. The trunk numbers appear in the Orig ID or Term ID fields depending on the Orig or Term values. Check the first digits in the Digits Dialed fields to confirm the access codes. Check the call records dates and times to ensure that they match the date and time on the system. 8 If the data appears invalid, repeat the collection process. Check to ensure that your hardware is connected properly and that you have the correct settings. Check the parameters on your system and the MDR 2000 ISD. --End--

78 78 Telecom Billing System Obtain LTM from the system Before you start entering the telephone configuration, you must first obtain the List Trunk and Member (LTM) report from the system. This provides you with valuable information about how to prepare your configuration. ATTENTION If you have Internet Security and Acceleration (ISA), the LTM does not show any members for the service routes. Print the Route Data Block (RDB) to determine the service routes associated with the ISA routes. All members indicated in the ISA route must be added to the associated service routes. To obtain the LTM and RDB information for your configuration, access the system and print the associated LTM and RDB reports from LD 21. Prepare telephone configuration The next step in preparing TBS is to define the telephone configuration. This identifies how TBS processes the call records. It involves assigning the appropriate rate tables and carrier pricing templates to your system s trunk groups, entering any call digit translations, and setting any reporting options. Because defining the telephone configuration is a complex task, it is helpful to demonstrate how to define one using an example configuration. This example represents a typical configuration and helps you to prepare your own configuration. ATTENTION This telephone configuration is only an example. When preparing your own configuration, you must enter your own company s system and rate information. Review all of the documentation provided with your system and by your service provider. This includes trunk route and member numbers, output format, and rate table names. Defining the telephone configuration Perform the following steps to define the telephone configuration: Procedure 23 Defining the telephone configuration Step Action 1 Access Telephone Configuration Database editor. 2 Update Call Type Definitions table. See Update Call Type Definitions (page 80). 3 Define the Cost Field. See Define Cost Field (page 80). 4 Define Carrier Pricing Template. See Define Carrier Pricing Templates (page 81).

79 Configuring TBS 79 5 Define Call Digit Translation. See Define Call Digit Translation (page 85). 6 Define surcharges. See Define surcharges (page 86). 7 Enter telephone configuration: a b c Create telephone configuration. See Create Telephone Configuration (General Information) (page 93). Add Main Node. See Add Main Node (Node Information Editor) (page 94). Add Long Distance Service Definition to Main Node. See Adding Long-Distance Service Definition to Main Node (page 95). --End-- Access Telephone Configuration Database Editor To access the Telephone Configuration Database tables, select Edit > Telephone Configuration in the TBS main window. Figure 27 "Telephone Configuration Editor" (page 79) shows a sample Telephone Configuration Editor. When you access this function for the first time, it appears with blank menu options in the Telephone Configuration navigation tree. Figure 27 Telephone Configuration Editor

80 80 Telecom Billing System Review the LTM report from the system to identify the call types for reporting. For example, you can configure the call types CO, DID, 800, and TIE. With this information, you can create columns of costing details or cost summaries for these call types. Update Call Type Definitions The Call Type Definition function contains a list of the types of calls that may be used by your organization (for example, international, local, and so on). You select these call types when you define the dialing patterns of your organization in the Carrier Pricing Template. Select these predefined call types when entering your costing and reporting options. The Call Type Definition function displays a list of default call types, which you can select when entering your costing and reporting options. In this step, add any additional call types that you may require for your configuration (for example, emergency calls). If you do not require any additional call types, skip this step. The following procedure shows how to enter the call type Emergency for Emergency 911 calls. Procedure 24 Entering a call type Step Action 1 From the Telephone Configuration navigation tree, click Call Type. The Call Type Definition grid appears in the right section with a list of default definitions. 2 Click a blank line at the bottom of this grid. 3 Click Emergency. This adds this call type to this list. The display shows the default call types plus the new one that you just entered. Calls from this trunk are now costed according to the template you created. --End-- Define Cost Field You must also define the cost field. The cost field determines the report grouping and summary field on reports.

81 Configuring TBS 81 Procedure 25 Defining a cost field Step Action 1 From the Telephone Configuration navigation tree, click Call Field. The Call Type Definition table appears. 2 Enter the cost field. For example, enter DDD. --End-- Define Carrier Pricing Templates Carrier Pricing Templates help determine the type and cost of a call. The Telephone Configuration Database uses these templates to assign costs to the calls based on the trunks used and the digits dialed. For example, you define a template for regular long-distance service with multiple pricing definitions. For each digit pattern that represents a billable call, assign either the rate file and table from your telephone company or a flat per-minute or per-call charge. Procedure 26 Defining the Carrier Pricing Template Step Action 1 From the Telephone Configuration navigation tree, click Carrier Pricing Template. 2 Select File > New Carrier Pricing Template. The Carrier Pricing Template section appears, as shown in Figure 28 "Carrier Pricing Template" (page 82).

82 82 Telecom Billing System Figure 28 Carrier Pricing Template 3 In the Name field, enter Sample Rates. 4 Click Use Default Template to create a set of default values for North America. Update these values with your own system requirements. --End-- Modify pricing definitions in Carrier Pricing Template Pricing definitions allow TBS to interpret any type of call containing identifiable digit patterns, and then cost them accordingly. They appear as a line-by-line listing in the grid. For example, you edit only the pricing definitions for international and North American long-distance calls to specify the appropriate rate tables for your carrier. These default pricing definitions are already created to provide you with standard North American dialing patterns. You only need to select the appropriate rate tables for them. The following examples demonstrate the use of the rate tables. International calls These types of calls use the location book Teleglobe International Location Book. National calls These types of calls use the location book VHDATA Location Book.

83 Configuring TBS 83 In certain cases, you need to add new pricing definitions to match your own configuration and dialing patterns. ATTENTION The order in which you enter these pricing definitions is important. During costing, calls are compared to the digit pattern of the first definition at the top of the list. TBS then proceeds down the list until it matches the Digit Pattern field and, if used, the rate table. TBS then proceeds to the next definition if the rate table cannot cost the call (even if the digit patterns are matched). When you enter digit patterns for the pricing definitions, you can use certain wild card and format characters as digit placeholders. Use the asterisk (*) (multiple placeholder) or question mark? (single placeholder) as wildcards for selecting common digit patterns. Use the optional flags {} (curled brackets) to select optional digits to be included in the digits dialed. Use the delete flags [ ] (square brackets) to select any digits that need to be suppressed during rate table lookups but displayed on reports. Use the hide flag. (period) to hide all of the digits that follow it in formatted reports. Refer to the online Help under Pricing Definition for more details about using wild card characters. You can modify each pricing definition in this Carrier Pricing Template by clicking the record line in the list and typing over the available fields. To view each record in a dialog box, click the record line and click Edit. For example, to edit the International pricing definition, click the record line for International (you may need to scroll across the grid to locate International in the Comments box), and then click Edit. In the dialog box that appears, enter the desired information for it. After you enter the rate information for each type of call, click OK to save it and return to the Carrier Pricing Template grid. Procedure 27 Modifying pricing definitions: international calls Step Action 1 Click the line in the Carrier Pricing Template section that contains International in the Comments box. 2 Click Edit. The Carrier Pricing Template appears, as shown in Figure 29 "Carrier Pricing Template: international calls" (page 84).

84 84 Telecom Billing System Figure 29 Carrier Pricing Template: international calls 3 Enter the required information. 4 Click OK. --End-- Procedure 28 Modifying pricing definitions: long distance (national) calls Step Action 1 Click the line in the Carrier Pricing Template section that contains National in the Comments box. 2 Click Edit. The Carrier Pricing Template window appears, as shown in Figure 30 "Carrier Pricing Template: long distance (national) calls" (page 85).

85 Configuring TBS 85 Figure 30 Carrier Pricing Template: long distance (national) calls 3 Enter the required information. 4 Click OK. --End-- Repeat this procedure for other dialed digit patterns where other charges may apply. Define Call Digit Translation The Call Digit Translation function translates the digits dialed on call records. This translation can be applied to all outgoing calls in the system or to calls on specific trunk groups in the system. This allows TBS to process and print a different digit pattern from the one that is actually dialed (for example, suppressing access codes). Call Digit Translation does not affect Calling Line ID or Automatic Number Identification (CLID/ANI) digit patterns on incoming calls. For example, you build a System Call Digit Translation table to remove the access code 9 from the digits dialed of the call records. This way, each call record appears without the access code on reports. The digit is the access code used to access a trunk on the CS 1000 or Meridian 1 system to initiate a call. For example, your system may require that you enter 9 to select a trunk to make an outgoing call. Each call record contains the access code digits, which are entered as part of the digit stream.

86 86 Telecom Billing System Procedure 29 Defining call digit translation Step Action 1 Select Call Digit Translation in the Telephone Configuration navigation tree. 2 Select File > New Digit Translation Table to add a new definition for this table. This creates another menu option entitled New Digit Translation Table 1 under this menu option. For this new call digit translation, a blank table appears in the right section. 3 Rename this table by typing Sample CDT in the Name box. 4 Enter the following information in the first line of this grid: Match Digits: 9 Replace Digits: - 5 Leave the remaining fields and boxes blank. --End-- If you do not know your access codes, follow the steps in Procedure 30 Determining your access codes (page 86). Procedure 30 Determining your access codes Step Action 1 Go to the TBS main window. 2 Select the Collection tab of the System Task section. 3 Click Data. 4 Check the Digits field for any of the outgoing call records. If the system inserts an access code in the digit stream, it appears here. --End-- Define surcharges The Bill Party Surcharge function of the Telephone Configuration Database is used to define any charges that are applied to calls in addition to your trunk-based charges. This function allows for additional telephone usage

87 Configuring TBS 87 charges to be assigned to users based on their extensions, authorization codes, or account codes. The filterable data transmission function can post this usage data to an existing Property Management System. If you are not applying surcharges, skip this step. Create surcharge profile and surcharge groups You must create surcharge profiles and surcharge groups. Surcharge profiles define two key pieces of information: they define how to calculate the surcharges and to whom these surcharges are to be applied. Define surcharges When you create the surcharge profile and the groups for this profile, you are ready to apply the surcharges to the entities that make up (or members of) the groups. Enter the organizational units in the Members tab for each group. You already defined these units in the Organizational Hierarchy Database and assigned the appropriate extensions in the Employee Database. Enter the appropriate surcharges for these members in the Surcharges tab. The following procedure creates the surcharge profile and group and also defines the surcharges for the group. This procedure is appropriate for hotels, motels, hospitals, and possibly businesses that run the phone system as a profit center. Repeat the procedure as necessary to define surcharges for various surcharge profiles and surcharge groups. Procedure 31 Creating the surcharge profile or groups and configuring surcharges based on calling pattern Step Action 1 Select Surcharging in the Telephone Configuration navigation tree. 2 Select File > New Surcharge Profile to add a new surcharge profile to this table. 3 In the Name box, enter the name of the surcharge profile. For example, enter Room Group Surcharge. 4 From the first Identify Bill Party list, select Extension. 5 For each surcharge group: a b c Select the surcharge profile that you just created. Select File > New Surcharge Group. In the Name box, enter the name of the surcharge group. For example, enterguest Rooms.

88 88 Telecom Billing System 6 From the surcharge profile select the name of the surcharge group. For example, select Guest Rooms from Room Group Surcharge. 7 Select the Members tab. 8 Select the path of the surcharge group from the Organizational Unit list. For example, select Rooms International/Downtown Property/Guest Rooms. 9 If there are no sub-units of this node that require additional surcharges, clear the Include Sub-units check box. 10 Select the Surcharges tab. The Surcharge Group Surcharges tab appears, as shown in Figure 31 "Surcharge Group: Surcharges tab" (page 88). Figure 31 Surcharge Group: Surcharges tab 11 Enter the information for each category of surcharge. a b Click on an empty line. Enter the information for each surcharge category in the appropriate fields. For example, to assign a surcharge of $1.00 to all local outgoing and incoming calls and $2.00 to all national outgoing and

89 Configuring TBS 89 incoming calls, enter the information shown in Table 1 "Entries: Surcharges tab" (page 89). Table 1 Entries: Surcharges tab Line Rule Name Call Type Cost/Call Transmit Call 1 Local Calls Local 1.00 Enabled 2 National Calls National 2.00 Enabled --End-- The following procedure configures surcharges based on account codes that lawyers, accountants, engineers, and others who market their time and expertise would use. Procedure 32 Configuring surcharges based on account codes Step Action 1 Create an Org Path to hold a unique organization for the account codes. a Typically the top level is the company name, and divisions and departments are present to support report grouping. b Chose the names for each department under Acct Codes from lists in subsequent steps. c Create an entry for each surcharge amount required. 2 Create a Surcharge Profile, and assign an Account Code to identify the bill party, as shown in Figure 32 "Assign Code to identify bill party" (page 90).

90 90 Telecom Billing System Figure 32 Assign Code to identify bill party 3 Create the number of Surcharge Groups required for various surcharge amounts. 4 Assign each group an Organization Unit from the Org Path created in Step 1. 5 Configure the Surcharges tab as required. You must provide a Rule Name. You must provide either a Digit Pattern or Call Type. Complete the other fields as appropriate to apply the surcharge. 6 Assign the Surcharge Profile in the Basic Configuration page. See Figure 33 "Assign the Surcharge Profile" (page 91).

91 Configuring TBS 91 Figure 33 Assign the Surcharge Profile 7 Create a Role/Project for each account code. 8 Assign the Org Path appropriate to the desired surcharge rate. Add as many account codes as required, and keep in mind that each one takes one RU license. To change a surcharge applied to an account code, select a different Org Path in the Roles and Projects Editor. See Figure 34 "Roles and Projects editor" (page 92).

92 92 Telecom Billing System Figure 34 Roles and Projects editor 9 Cost or recost collected records. 10 Consult the Account Code Surcharge Detail report or Account Code Surcharge Summary report. Although the costs appear on other reports as well, these two reports are the most useful to verify your configuration. --End-- Enter Telephone Configuration The Telephone Configuration Database is the key to pricing calls and tracing them to their destinations. This database defines the type of costing used through each defined service and includes any additional costs defined for your system and location. Each defined service uses predefined location books and rate tables based on your telecommunications carrier s offerings. TBS uses this configuration information to cost the call records and report on them.

93 Configuring TBS 93 Now that you have all of the elements required to construct your telephone configuration, you must add them to this table. The Telephone Configuration table (in the Telephone Configuration Database editor) is sorted into the following three components: General information (includes internal call definitions) Node information Service definitions (trunks) You can define multiple nodes for each telephone configuration. As well, you can define multiple service definitions for each node. Create Telephone Configuration (General Information) The first part of the Telephone Configuration table contains its general information and optional costing for internal calls. Procedure 33 Creating a new telephone configuration table and entering general information Step Action 1 Select the Telephone Configuration menu option. 2 Select File > New Configuration. A data entry form appears. 3 Enter a descriptive name for this configuration in the Telephone Configuration box. For example, enter Telephone Configuration Rooms International. 4 Specify the Call Digit Translation table that is to be used for this Telephone Configuration by selecting Sample CDT from the Call Digit Translation list. You previously defined this table in the Call Digit Translation function. 5 If you want to assign bill party surcharging to this configuration (that is, you want to apply additional surcharges for telephone usage based on extensions, authorization codes, or account codes), select the surcharge definition from the Call Party Surcharge Profile list. This example does not require surcharges, so leave this field blank. 6 If your system outputs CDR for internal calls (that is, calls made between extensions within the system), then enter these costs in the Internal Calls fields of this table.

94 94 Telecom Billing System For this example, leave the default values in these fields. --End-- Add Main Node (Node Information Editor) The next step in entering this telephone configuration is to define the general information for the Main Node. Because a telephone configuration can contain multiple nodes, you must define each node separately. For example, your company s telephone system may span different offices (nodes), which may use multiple TIE trunks. For this example, you are creating the minimum required node the Main Node. Procedure 34 Adding a node to a defined configuration Step Action 1 Select the menu option Telephone Configuration Rooms International which you just created in Procedure 33 Creating a new telephone configuration table and entering general information (page 93). 2 Select File > New Node. The Node editor window opens. 3 In the Node Name box, enter the name for this node. For example, enter Main Node. The title in the menu changes to Main Node. 4 In the Node Location box, enter the city and province/state for your company. For example, enter Dallas, Texas. 5 In the Main Phone Number box, enter the telephone number for this location. For example, enter From the Location Book list, select VHDATA Location Book. 7 Because this is the Main Node, leave the Time Zone Adjustment box at default value: 0. 8 Because this is the Main Node, leave the Currency Exchange box at its default value: 1. 9 Leave the Main Node check box turned on. Only one node can have this selected. 10 If the rates defined for this node require additional taxes, then select them from the Tax Information lists.

95 Configuring TBS 95 You must have defined these taxes in the Taxes editor. --End-- Adding Long-Distance Service Definition to Main Node Now that you have selected a node, you must enter its pricing definitions. These pricing definitions apply to different trunk groups. For example, trunks 1 to 5 may be used for regular long-distance calling, and trunks 7 and 8 may be used exclusively for toll-free calls. Procedure 35 Adding long-distance services definitions to a node Step Action 1 Select the Main Node menu option. 2 Select File > New Service/Trunk Group. This creates another menu option entitled New Service 1, and displays the tabs in which you can enter the service definition, fixed and variable and carrier costs, and reporting options. 3 Select the Service Definition tab. The Service Definition tab appears, as shown Figure 35 "Service Definition" (page 96).

96 96 Telecom Billing System Figure 35 Service Definition a b c In the Name box, enter the name of the Main Trunk Group over the New Service 1 text. For example, enter CO Trunks. The navigator tree menu option changes to reflect what you just typed. Leave the Termination section at the default values. (Optional) Enter a minimum call duration and a connect time adjustment to allow for a delayed connection in the Billing Parameters table. This may be required for certain types of calls, such as International calls. If the trunks have answer supervision, these adjustments are not required, regardless of the type of call. 1. Click the first record line of the Billing Parameters table. 2. In the Match Digits box, enter 011. The system interprets all calls starting with the digits 011 (international calls) and applies the minimum call duration and connect time adjustment from the following fields. 3. In the Comments box, enter International Calls.

97 Configuring TBS In the Min. Duration box, enter 10. This is the minimum call duration in seconds that a call must exceed for it to be costed. 5. In the Connect Time box, enter 5. This is the time in seconds that the system allows for a connection. This is subtracted from the call duration before costing. d In the Trunk Numbers section, enter the trunk range for this trunk group in your CS 1000 or Meridian 1 system. 1. Enter the Total Number of Equipped Trunks. 2. Enter a Line Description. 3. In the Low Range and High Range fields, enter the trunk range (up to seven digits) in the format [R][R]RMMM, where [R][R]R represents the trunk route number and MMM represents the trunk member number. The digits RMMM are required. The leading digits [R][R] are optional if they are 0. For example, enter the following: Total Number of Equipped Trunks: 1 Line/Description: CO Trunks Low Range: 2001 High Range: Enter fixed costs for these trunk groups, if required by the system. a b Select the Fixed Costs tab. Enter the fixed costs per minute, per call, per meter pulse, or per month, as required. c (Optional) Define these costs as applying to outgoing or incoming calls. 5 Enter variable and carrier costs that are applied to calls made on this service. a Select the Variable and Carrier Costing tab. b Enter the costs. The carrier costs vary depending on the destinations of the outgoing calls. For example, select the predefined Carrier Pricing Template for all calls using this service. The Carrier Pricing Template can then distinguish between different types of calls for its costing. 6 Enter the call reporting options for this trunk service.

98 98 Telecom Billing System These options define how calls that use this service appear on reports. For example, you can suppress all incoming calls. a b c d e Select the Report Options tab. Click the first record in the grid. From the Call Type list, select All Calls. From the Cost Field list, select the cost field defined in Procedure 25 Defining a cost field (page 81). For example, select DDD. From the Print Option list, select Detail. This indicates that these calls are displayed in the main report body of the detail reports. f In the Route Description box, enter DDD. This is the route used on detail reports for this call. 7 Select File > Close. --End-- Test telephone configuration Now that you have entered your system costing model and configuration, test the accuracy of the configuration. To do so, you must apply these costs to the collected call records and print some reports to review the generated costs. Apply costs to call records TBS applies the costs based on your Telephone Configuration Database and Rate Tables as a separate step to data collection. That is, after you collect the call records from the CS 1000 or Meridian 1 system, you must apply costs to them as a separate step. Procedure 36 Applying costs to call records Step Action 1 Select Tools > Costing > Start in the TBS window. The Start Costing window appears. 2 Select the Batch Costing Mode option. This performs a onetime costing of all non-costed call records. 3 In the Available Telephone Configurations list, select the Telephone Configuration Head Office.

99 Configuring TBS 99 This applies this specific telephone configuration to these call records. 4 Click Start to cost the call records. TBS starts the costing procedure. 5 Select the Costing tab Status view of the System Tasks section to check this process. After it displays the message The Costing task has completed, you are ready to generate reports based on the costed call records. --End-- Reapply Costs to Records In some cases, it may be necessary to reapply costs to records so that the software can generate valid reports. For example, a value change or correction in the Telephone Configuration database may require new costs. TBS does not cost records that have already been costed once. Therefore, the original costs from the records must be deleted first. Procedure 37 Reapplying costs to call records Step Action 1 In the TBS main window, select Edit > Call Database. The Call Database appears. 2 In the Collected Records view, select the records to which costs are to be reapplied by doing one of the following: Highlight the records that need to be reset. Click the box in the first column header to select all records. CAUTION Use the reset command with care. You are permanently deleting the costs from the chosen records. 3 Select Records > Reset Status. 4 Close the Call Database. 5 in the TBS main window, select Tools > Costing > Start to reapply costs. 6 Observe the online status.

100 100 Telecom Billing System 7 When the process is complete, select the Data tab and review the information that appears on the screen. --End-- Generate reports Generate the following reports to test the accuracy of the telephone configuration that you just entered: Telephone Configuration Report This report lists telephone configuration information. Use Procedure 38 Generating the Telephone Configuration report (page 100) to generate the report. Trunk Diagnostic Report This report compares trunk ranges you entered in the Telephone Configuration with the trunks that have actual call activity. Use Procedure 39 Generating the Trunk Diagnostic Report (page 101) to generate the report. Extension Diagnostic Report This report compares the extensions assigned to users in the Corporate Directories (that is, employees, external parties, and roles and projects) with the extensions that have actual call activity. Use Procedure 40 Generating the Extension Diagnostic Report (page 101) to generate the report. Exception Chronological Report This reports lists in chronological order all of the calls that were made, and then collected by TBS. Review this report to verify that the calls were processed and costed accurately. Look for calls that have no location (except toll-free calls). Check that the long-distance calls have costs assigned to them and that local calls do not. Some common errors in the Telephone Configuration Database include incorrect access codes and missing trunks. Use Procedure 41 Generating the Exception Chronological Report (page 102) to generate the report. If any of these reports appears inaccurate, review your input and make any necessary adjustments to your telephone configuration. ATTENTION You must define a printer before you generate the Telephone Configuration report, regardless of what output type you select for the report. Procedure 38 Generating the Telephone Configuration report Step Action 1 Select File > Reports in the TBS main window. The TBS Reporting window appears, as shown in Figure 12 "TBS Reporting window" (page 39).

101 Configuring TBS From the TBS Reports menu folder, double-click the Utility Tools folder. 3 Select Telephone Configuration. 4 From the Output Type list, select Printer. 5 From the Configuration list, select the telephone configuration. This represents the telephone configuration you just defined. For example, select Telephone Configuration Rooms International. 6 Click Go to print the report. --End-- Procedure 39 Generating the Trunk Diagnostic Report Step Action 1 Select File > Reports in the TBS main window. The TBS Reporting window appears, as shown in Figure 12 "TBS Reporting window" (page 39). 2 From the TBS Reports menu folder, double-click the Utility Tools folder. 3 Select Trunk Diagnostic Report. 4 From the Output Type list, select Printer. 5 From the Configuration list, select the telephone configuration. This represents the telephone configuration you just defined. For example, select Telephone Configuration Rooms International. 6 Click Go to print the report. --End-- Procedure 40 Generating the Extension Diagnostic Report Step Action 1 Select File > Reports in the TBS main window. The TBS Reporting window appears, as shown in Figure 12 "TBS Reporting window" (page 39). 2 From the TBS Reports menu folder, double-click the Utility Tools folder.

102 102 Telecom Billing System 3 Select Extension Diagnostic Report. 4 From the Output Type list, select Printer. 5 From the Configuration list, select the telephone configuration. This represents the telephone configuration you just defined. For example, select Telephone Configuration Rooms International. 6 Click Go to print the report. --End-- Procedure 41 Generating the Exception Chronological Report Step Action 1 Select File > Reports in the TBS main window. The TBS Reporting window appears, as shown in Figure 12 "TBS Reporting window" (page 39). 2 From the TBS Reports menu folder, double-click the Cost Analysis folder. 3 Select Exception Chronological Report. 4 From the Output Type list, select Printer. 5 From the Configuration list, select Telephone Configuration Rooms International. This represents the telephone configuration you just defined. 6 Click Go to print the report. --End-- Configuring data transmission The Data Transmission function is used to transmit the call records to an external device or location, such as a Property Management System (PMS). For example, you can configure TBS to post the call usage records for your hotel s guests to a Property Management System using the ACK/NAK interface protocol. After you configure the data transmission, run it in real time along with the data collection.

103 Configuring TBS 103 ATTENTION The transmission from TBS does not include the department name. If the PMS does require department names, use the export feature in TBS to export the department names. Procedure 42 Preparing for data transmission Step Action 1 Select Options > System Configuration in the TBS main window. 2 Select the Transmission tab. The Transmission tab appears, as shown in Figure 36 "Transmission tab" (page 103). Figure 36 Transmission tab 3 From the Connection Type list, select Direct. 4 In the Port Settings boxes, enter the communications parameters required to connect to your Property Management System.

104 104 Telecom Billing System For example, enter the following settings: Port: COM2 Baud Rate: 9600 Data Bits: 8 Parity: None Stop Bits: 1 5 Click Record Format in the Transmission tab. For more information, see Field Data Type Formatting for Export and Transmission (page 231). 6 Enter the fields you want to include in the call records that are posted. 7 Click the ellipsis (...) next to the Record Filter list to select the filters for the call records being posted. These extensions represent the guest rooms and suites in your hotel. For example, you only post call records that have extensions 100 to In the Filters dialog box that appears, click Add. 9 In the Filter dialog box, select the Extension/Trunk tab. 10 Enter the filters as required to post only the call records for given extensions. For example, enter the filters shown in Table 2 "Trunks and extensions filters" (page 104) to post only the call records for extensions 100 to 999. The first line represents outgoing calls from this range of extensions. The second line represents all incoming calls to this range of extensions: Table 2 Trunks and extensions filters Originating ID Type Low Hig h Terminating ID Type Low Hig h Show Cost Extension Both Extension Both 11 Select Include and Activate to include this filter range. 12 In the Filter Name box, enter the name for this filter. For example, enter Guest Rooms and Suites. 13 Click OK to save this filter range and return to the previous dialog box. 14 Click OK again to save it and return to the Transmission tab. 15 Click the Record Filter list.

105 Data collection and transmission Select the name of the filter you just created. For example, select Guest Rooms and Suites. 17 From the Interface Protocol list box, select ACK/NAK. 18 In the Script box, enter Transmit.TRN. 19 Under the Record Posting Options (ACK/NAK only) options, enter 1 in the Retries field. 20 Click OK. --End-- Data collection and transmission Now that you have entered all of your collection, costing, and transmission settings, you are ready to start collecting and processing your call records. Collect data Procedure 43 Collecting data Step Action 1 Select Tools > Collection > Start in the TBS main window. The Start Collection dialog box appears, prompting you to select the collection mode and start the data collection. 2 Select Real Time to have the system continuously collect CDR records from the MDR 2000 ISD. 3 Click Start. --End-- The data collection starts. The status section displays a list of the call records as they are collected. Cost call records Procedure 44 Costing call records Step Action 1 Select Tools > Costing > Start in the TBS main window. The Start Costing dialog box appears, prompting you to select the costing mode and start the call costing process. 2 Select Real Time to have the system apply costs to the collected call records continuously.

106 106 Telecom Billing System 3 From the Available Telephone Configurations list, select the telephone configuration to be used. This applies this specific telephone configuration to these call records. For example, select Telephone Configuration Rooms International. 4 Click Start to start costing the call records. --End-- Transmit call records Procedure 45 Transmitting call records Step Action 1 In the TBS main window, select Tools > Transmission > Start. The Start Transmission dialog box appears, prompting you to select the data transmission mode and start the data transmission. 2 Select Real Time to have the system continuously transmit calls that have not been transmitted. 3 Click Start to start transmitting the call records. --End-- Maintenance tasks After you initially populate the main databases with your company s information, you must collect data, apply costs to the call records, and generate reports regularly. Because TBS can perform these activities based on a routine schedule, establish your own schedule of activities to allow for regular data collection and reporting. As well, routinely maintain and back up your databases to keep them accurate. The following sections outline the standard procedures to incorporate into your regular operational routines. They provide a model for you to follow during the operation of TBS. Schedule of activities Table 3 "Telephony Manager Scheduler" (page 107) contains a recommended schedule of activities to follow while using TBS. To simplify these activities, use the Telephony Manager Scheduler to schedule them to run at regular intervals.

107 Maintenance tasks 107 Table 3 Telephony Manager Scheduler Task Data collection Costing of call records Report generation Employee Database External Parties Database Roles/Projects Database Telephone Configuration Database Location Books Rate Tables Archive Call Database Purge Call Database Restore Call Database Frequency Daily Daily Monthly Weekly Weekly Weekly Monthly Quarterly Quarterly Monthly Monthly When recovering lost data Data collection: daily The collection of call records from the system (or optional CDR buffer unit) to the PC is a key task of your TBS operations. Without this detailed calling information, TBS reports do not contain any call record data. Therefore, it is important to regularly collect call records from the system. Run data collection on a daily basis. If there is a problem with the flow of data from the system, the system warns you of the malfunction within a short time period. This early detection can provide for quick corrective action and minimal data loss. To collect data for a system, access TBS for the selected system, and then click Tools > Collection > Start from its main window. From the Start Collection dialog box, select either Batch or Real Time mode, and then click Start. Select the Batch option to perform a onetime data collection from the system, or from the buffer unit. Select Real Time to continuously collect CDR records from the system or from the buffer unit. During the data collection process, TBS collects data from the system (or optional buffer unit), and builds that data into the Call Database. Based on the size of the buffer unit, communications usually take place nightly. Less frequent data collection is possible, provided the buffer unit does not reach capacity.

108 108 Telecom Billing System ATTENTION If the buffer reaches capacity and data collection has not been initiated, the system can lose valuable call records. Remember to collect data regularly. The status of each data collection procedure is tracked in the Collection tab of the System Tasks section. As well, all activity completed by TBS is recorded in the Telephony Manager Event Log Viewer for diagnostics and troubleshooting. You can access the Event Log Viewer from the Telephony Manager Navigator. Review this information while collecting data to ensure that the system is collecting properly. After CDR data collection is complete, you are ready to apply costs to them and generate reports based on this information. Data collection troubleshooting During data collection, TBS displays the call records it has collected. If this number fails to increment or remains at zero, then either there is no data to collect or TBS is not communicating with the system. Procedure 46 Troubleshooting data collection Step Action 1 Select the Collection tab from the System Tasks section in the TBS window. 2 Click Status to review the task s status. 3 Check the System Alarms section in the TBS window to review any relevant information. 4 If communicating through a modem, ensure that the modem s AA (auto-answer) light is on. 5 Make sure that the communications port you specified in the System Configuration Collection tab is the same as the connection on the back of your PC (the port on which you connected your cable). --End-- The following is a list of common data collection problems: Data files are in use by another network workstation, or the Call Database Editor is open. The communications parameters are not configured properly for the system.

109 Maintenance tasks 109 The data collection parameters are not configured properly. The PC has insufficient disk space for the Call Database. Costing of call records: daily TBS applies the costs based on your Telephone Configuration Database and Rate Tables as a separate step to data collection. That is, after you collected the call records from the CS 1000 or Meridian 1 system, you must apply costs to them based on the telephone configuration. As with the Data Collection procedure, run the costing procedure on a daily basis. This way, you can quickly identify any problems in the costing model or telephone configuration. To cost call records for a system, perform the following steps. Procedure 47 Costing call records Step Action 1 Access TBS for the selected system. 2 Select Tools > Costing > Start in the TBS main window. 3 In the Start Costing window, select one of the following: Batch to perform a onetime costing of all non-costed call records. Real Time to continuously cost all non-costed call records. 4 Click Start. --End-- During this process, TBS creates a costed Call Database containing the calculated costs. The status of each costing procedure is tracked in the Costing tab of the System Tasks section. As well, all activity completed by TBS is recorded in the Event Log Viewer for diagnostics and troubleshooting. Review this information while costing the call records to ensure that the system is costing properly. After you cost the call records, you are ready to generate reports based on this information.

110 110 Telecom Billing System Report generation: monthly TBS reports provide information on the details of the call records that were collected from the CS 1000 or Meridian 1 system. They also include information on your system databases and configurations. After you collect the call records from the system, generate your detail and summary reports to display their information. Procedure 48 Generating reports Step Action 1 Select File > Reports in the TBS main window. The TBS Reporting window appears, as shown in Figure 12 "TBS Reporting window" (page 39) 2 Select the report you want to generate from the Report menu. For example, to select the Extension Detail Report, select TBS Reports > Cost Analysis > Extension Detail Report. 3 Select the output device from the Output Type list. 4 (Optional) Select the report parameters (filters). a b c d Click the ellipsis (...) next to the Filters field. The Filters dialog box appears. Click Add. The Filter editor dialog box appears. Enter the report s filters. Enter a unique name for the report parameters (filters) in the Filter Name box. e Exit from this function. f Select this predefined filter from the Filter list. 5 Click Go to generate the report. 6 (Optional) Click Schedule to schedule a report to run at a specific date and time. This invokes the Telephony Manager Scheduler. Use the Scheduler to enter the date and time that you want to run the report. It then generates it at the selected date and time. --End--

111 Maintenance tasks 111 Database updates TBS contains a set of functions to assist you in managing your system s databases. Proper management of data ensures that your reports contain timely and accurate information. If TBS databases contain outdated information (for example, the Employee Database contains employees who are no longer with the company), then the reports are inaccurate. Therefore, update your databases regularly. As well, it is important to make backup copies of the main TBS database files for recovery purposes. This way, if your PC loses data (for example, in case of hardware or disk failure), you can recover the lost data. ATTENTION IMPORTANT! You must decide on the frequency of the backup and archive procedures. Base this frequency on the size of your data records and your system capacity. As a rule, back up your data once a month. Nortel recommends that you update the following databases on a regular basis: Employee Database weekly External Parties Database weekly Roles/Projects Database weekly Telephone Configuration Database monthly Location Books quarterly Rate Tables quarterly Employee Database: weekly The Employee Database contains a list of employees linked to specific telephones and their associated display names on the system. When a call record is generated, it must be associated with a specific telephone. The Employee Database contains this information, as well as the organizational hierarchy level to which this telephone belongs. If you have installed the Telephony Manager Station Administration application, then this is populated with data from the CND through the Billing Sync process. Refer to Telephony Manager 4.0 System Administration (NN ) for more information about editing this database. The Employee Database controls the distribution of costs to the different cost centers within your company. Charges for each extension must be allocated to the appropriate organizational level. Update this directory as often as necessary depending on the frequency of changes made to the employee records. As a rule, update it weekly.

112 112 Telecom Billing System Procedure 49 Updating the Employee database Step Action 1 Print the Employee Directory Report. a Select File > Reports in the TBS main window. The TBS Reporting window appears, as shown in Figure 12 "TBS Reporting window" (page 39). b Select TBS Reports > Directory Information > Employee Directory. c Select Printer as the Output Type. d Click Go. 2 On the hard copy printout of this report, enter the changes that have occurred over the past week (for example, new department, staff moving to another department, new extensions, and so on). 3 Update the database using the Employee Editor. a b c Select Edit > Employees in the TBS main window. The Employee Editor appears. Enter the changes. The Department changes must be manually entered into the CND record. 4 Print the Employee Database Report again and verify your changes. 5 (Optional) Save this hard copy printout to track changes over a long time frame without having to repeatedly access the system. --End-- External Parties and Roles/Projects Databases: weekly The External Parties Database contains information about individuals or companies with whom you have regular contact. The Roles/Projects Database contains information about the different roles or projects that require reporting in TBS. To avoid errors or out-of-date records, print the External Parties and the Roles/Projects reports, and check them. Remember to update these databases weekly.

113 Maintenance tasks 113 Telephone Configuration Database: monthly The Telephone Configuration Database contains the information needed to cost your telephone carrier services. Periodically, you may be required to enter changes to ensure the accuracy of your rates. These changes may involve edits to the rate tables, carrier pricing templates, or to the trunk tables. Procedure 50 Updating the Telephone Configuration database Step Action 1 Use Procedure 38 Generating the Telephone Configuration report (page 100) to print the Telephone Configuration Report. 2 Check that the information on this report is complete. 3 Review the information for accuracy with the appropriate personnel. 4 Make any changes required to the Telephone Configuration Database. a b Select Edit > Telephone Configuration in the TBS main window. Enter the changes in the database. --End-- Location books: quarterly Location books serve two purposes in calculating costs for TBS. Their first and primary purpose is to find a meaningful location name for the source and destination of a phone call. The second purpose is to obtain additional rating information, which is used to determine the cost of a call. That is, it identifies the physical or virtual locations of calls so that TBS can apply the appropriate usage costs to them based on their distance or codes. Periodically, location designations change (for example, new area codes are added to the North American V&H grid). You must, therefore, remember to update your defined location books on a regular basis. You can obtain the latest location books from your dealer. Rate Tables: quarterly The Rate Tables provide TBS with the required rates and coverage areas used to identify how the calls to different locations are costed. This way, TBS can associate calls with their corresponding rates.

114 114 Telecom Billing System Similar to the Location Books, Rate Tables must be updated on a regular basis due to changes in tariffs. You must, therefore, update your rate tables on a regular basis. Contact your Nortel distributor for information on obtaining updated rate tables. Call Database maintenance: monthly The Call Database contains all of the call records (CDR) that you have collected from your CS 1000 or Meridian 1 system and optionally costed using the Telephone Configuration Database. As TBS collects call records from the system, the Call Database file continues to grow in size and take up more space on your PC s disk drive. Therefore, periodically remove any old or unwanted call records from the Call Database to make room for the new call records. This prevents the Call Database from taking up too much disk space on your PC. Remove old data from the Call Database on a monthly basis. Based on the size of your Call Database, you may need to remove old data from it more frequently. You remove old call records from the Call Database by either copying (or archiving) them to an external source, or by deleting them. The following sections briefly describe the functions used to archive, delete (purge), and restore these call records. Archive Call Database The Archive function is used to copy, or archive, a range of call records from the Call Database to an external device, such as a network drive or a disk. Use the Archive function s Purge option to delete this same range of call records from the current Site/System directory on your PC after the archive has completed. This frees more disk space on your PC for new call records. You can archive an entire Call Database, or you can archive a range of call records within a Call Database based on their call dates. This way, you can archive any old call records that you no longer require. If you ever need this data again, you can copy it back to your source Call Database by using the Restore function. Procedure 51 Archiving the Call database Step Action 1 Select File > Call Database > Archive in the TBS main window. 2 Enter your archive information. 3 Click Go to proceed with the archive. --End--

115 Maintenance tasks 115 Purge Call Database The Purge function is used to delete or purge a range of call records from the Call Database. This frees more disk space on your PC for new call records and improves overall system performance. You can purge an entire Call Database, or you can purge a range of call records within a Call Database based on their call dates. This way, you can remove any old call records that you no longer require. Procedure 52 Purging the Call database Step Action 1 Select File > Call Database > Purge in the TBS main window. 2 Enter your purge information. 3 Click Go to start purging the range of call records. The Archive/Restore/Purge status dialog box appears with the following message: Purge is an irreversible action. to continue? 4 Click Yes. Are you sure you want --End-- Restore Call Database The Restore function is used to copy or restore the archived call records from an external device such as a network drive back to the Call Database. Procedure 53 Restoring the Call database Step Action 1 Select File > Call Database > Restore in the TBS main window. The Restore dialog box appears. 2 Enter your restore information. 3 Click Go to proceed with the restore operation. --End--

116 116 Telecom Billing System Chronological summary of tasks The section contains a chronological summary of the major maintenance activities. Daily Collect CDR data from your buffer unit (Nortel recommends that you use a buffer unit to store CDR data). Collections can be scheduled to occur automatically every day, or they can be manually invoked each day. If you are not using a buffer unit, a dedicated PC COM port continuously collects the CDR data as they are output from the system. Review the data collection Status section daily to ensure that your scheduled collection was successful. As TBS collects call records, it displays them in the data collection Data tab. Ongoing (recommended weekly) Perform your Employee Database updates. Update External Parties and Roles/Projects Databases. These databases assign the names of external parties or roles and projects to the digits dialed. The reports can then include both the dialed number and these names. If you use these databases, update them periodically. Perform database backups. It is important to maintain backup files of your databases on external devices or media for security purposes. Monthly tasks Run your monthly reports. Select your reporting filters to ensure that you are reporting on the correct subset of the collected data. Typically, this includes configuring the date for your reporting period. Archive or purge your Call Database data. Remove any old or unwanted call records from the Call Database to make room for the new call records. Based on the size of your Call Database, you may need to remove old data from it more frequently than once a month. Quarterly tasks Update your system Location Books. Periodically, location designations change (for example, new area codes are added to the

117 Using TBS for hospitality billing 117 North American V&H grid). You must, therefore, remember to update your defined location books on a regular basis. Similar to the Location Books, Rate Tables must be updated on a regular basis due to changes in tariffs. Contact your Nortel distributor for information about obtaining updated Rate Tables. Using TBS for hospitality billing In addition to its standard general business functions (that is, those required by most organizations to collect, cost, and report on calls), TBS also includes functions and reports to allow for hospitality and campus billing. The Bill Party Surcharge function applies charges to calls in addition to the trunk-based usage charges. This allows for additional telephone usage charges to be assigned to users based on such criteria as their extensions, authorization codes, and account codes. The filterable data transmission function can post this usage data to an existing Property Management System. This section explains how to configure TBS to process call records for hospitality billing. Specifically, it describes how to configure the system databases to assign surcharges to guests at a hotel and transmit this data to a Property Management System. Example scenario The instructions in this section are based on the following scenario: A hotel chain, Rooms International, has a property located in Dallas, entitled Downtown Property. The telephone number for this hotel is (214) The telephone system requires that all users and guests enter the access code 9 before making any outgoing calls. There are five trunks on the Meridian 1. These are configured as trunk 1to5. The Meridian 1located in the switch room of this property requires an MDR 2000 ISD to collect CDR data. A modem is attached to it to allow for communications between it and a PC in another room. It has a dedicated extension number of 222. The PC on which TBS is installed is located in another room of the same building. A modem is attached to the PC COM1 port and is used to connect to the MDR 2000 ISD. TBS collects the CDR data from the MDR 2000 in real-time mode. TBS must also post all calling activity for its rooms (Guest Rooms and Suites with extensions 100 to 999) to its Property Management System.

118 118 Telecom Billing System System schematic Figure 37 "System block diagram" (page 118) outlines the relationship between TBS and its hardware components. Figure 37 System block diagram Configuring and running TBS in a hospitality environment The steps required to configure TBS to process call records in a hospitality environment are as follows: Procedure 54 Configuring TBS to process call records in a hospitality environment Step Action 1 Ensure that the system is configured to properly output CDR data. See Ensure that the system is configured properly (page 60). 2 Install and configure the MDR 2000 ISD. See Install and configure buffer unit (page 61). 3 Install any rate tables and location books that were purchased for your dialing plan. See Install rate tables and location books (page 71). 4 Run TBS so it can be configured. See Run TBS so it can be configured (page 72). 5 Configure and test the data collection process before running it in a real-time situation. See Configure and test data collection (page 74). 6 Obtain the List Trunk and Member (LTM) values from the system. See Obtain LTM from the system (page 78).

119 Using TBS for hospitality billing Configure the Organizational Hierarchy and Employee Databases to include the extensions for the guest rooms and suites, as well as for the hotel s staff. a Configure the Organizational Database. See Organizational Hierarchy Editor (page 24). For this example, the hotel property in Dallas (Downtown Property is the organizational level in the Organizational Hierarchy Database. Guest Rooms and Suites are sublevels of the Downtown Property level. You can then enter the corresponding room numbers and details in the Employee Database. b Configure the Employee Databases. For hospitality billing, this database can be used to store information about the rooms within your property (for example, the extensions in these rooms). This information is required to cost and allocate telephone calls to the proper extensions and cost centers within your hotel for both guests and staff. Use Procedure 9 Adding a new employee (page 33) to add the guest rooms to the Employee Database and assign them to the Rooms International node. You must repeat these steps for each guest room and suite that has a telephone extension and that requires billing. 8 Configure the Telephone Configuration Database a Access the Telephone Configuration Database editor. See Access Telephone Configuration Database Editor (page 79). b Update the Call Type Definitions table. See Update Call Type Definitions (page 80). c Define the Cost Field. See Define Cost Field (page 80). d e f Define carrier pricing templates. See Define Carrier Pricing Templates (page 81). Define the call digit translation. See Define Call Digit Translation (page 85). Define the bill party surcharges. See Define surcharges (page 86). 1. Create the surcharge profile and surcharge groups. Create the surcharge profile Room Group Surcharge, containing the surcharge groups Guest Rooms and Suites. These surcharge groups allow you to apply telephone usage charges to the Guest Rooms and Suites that you defined in the Organizational Hierarchy and Employee Databases. 2. Define surcharges for the surcharge groups.

120 120 Telecom Billing System Apply the surcharges to the rooms and suites. Use Procedure 31 Creating the surcharge profile or groups and configuring surcharges based on calling pattern (page 87) to assign a surcharge of $1.00 to all local outgoing and incoming calls, and $2.00 to all national outgoing and incoming calls. g Enter the telephone configuration. See Enter Telephone Configuration (page 92). 9 Test the telephone configuration. See Test telephone configuration (page 98). 10 Configure data transmission to post call records to the Property Management System (PMS). See Configuring data transmission (page 102). 11 Start collecting and transmitting data. See Data collection and transmission (page 105). The transmission from TBS does not include the department name. If the PMS does require department names, use the export feature in TBS to export those names. --End-- Collecting data from Telephony Manager DBA Application The Telephony Manager Data Buffering and Access (DBA) application collects CDR data from the Communication Server 1000 and Meridian 1 systems and stores this data to a text file, detail1.img, in the Telephony Manager system. As the DBA collects data, it appends this data to this text file. TBS (after it is configured) can then collect the CDR data from this file for processing and reporting. This section describes how to configure TBS to collect this data from the DBA application. This section assumes that you have already configured the DBA application in the CS 1000 and Meridian 1 systems, and in Telephony Manager. For more information about this application, see Telephony Manager 4.0 System Administration (NN ). Procedure 55 Collecting data from DBA Step Action 1 Select Options > System Configuration in the TBS main window. 2 Select the Collection tab.

121 Collecting data from Telephony Manager DBA Application 121 The Collection tab appears, as shown in Figure 38 "Configuring TBS to collect data from Telephony Manager DBA" (page 121). Figure 38 Configuring TBS to collect data from Telephony Manager DBA 3 From the Connection Settings Type list, select File. 4 Select Delete File(s) After Collection. If this option is disabled, duplicate records are collected. 5 In the File Name field, enter the directory and filename of the DBA text file, or click... next to the File Name field and navigate to the file. For example, enter or select C:\Nortel\Common Data\Sample Site\Sample Meridian 1\detail1.img. 6 In the Collection Script field, enter either sl1new.col or sl1old.col, depending on the type of CDR data produced by the system. 7 Click OK to save these settings. 8 Select Tools > Collection > Start to collect the data. The Start Collection dialog box appears (see Figure 39 "Start Collection dialog box" (page 122)).

122 122 Telecom Billing System Figure 39 Start Collection dialog box 9 Select either BATCH or REAL TIME for the Collection Mode. --End-- Importing and exporting TBS data This section contains a general overview of the Import and Export utilities. It describes their basic function and purpose. Import The Import utility is used to import data records from an external source to a specific site/system and convert them to a format compatible with the Telephony Manager databases. This function is useful for quickly updating your databases with data from another application. When importing data, you can select from a predefined import configuration or you can define your own configuration. The following paragraphs outline how to import data using a predefined and custom configuration. Review the information later in this section for details about the functions and windows used to perform these steps. Import data using a predefined configuration To import data using a predefined configuration, you must first select the configuration and its component values. This configuration outlines the parameters of the data being imported. This includes such information as the format of the data, the types of records, and their field parameters (character length, position, and so on). Telephony Manager includes a set of predefined import configurations for common database types. You can then select the source from where the data is to be imported (for example, disk drive, CD-ROM, and so on). The following is a summary of the steps required to import data using a predefined configuration:

123 Importing and exporting TBS data 123 Procedure 56 Importing data using a predefined configuration Step Action 1 Access the import utility - see Access the Import utility (page 123) 2 Select import configuration components - see Select import configuration components (page 124) 3 Define the import configuration and import the data - see Define the import configuration and import the data (page 125) --End-- Import data using a custom configuration To import data using a custom configuration, you must first define the import configuration. This configuration outlines the parameters of the data being imported. This includes such information as the format of the data, the types of records, and their field parameters (character length, position, and so on). You can then select from where the data is to be imported (for example, disk drive, CD-ROM, and so on). The following is a summary of the steps required to import data using a custom configuration: Procedure 57 Importing data using a custom configuration Step Action 1 Access the import utility - see Access the Import utility (page 123) 2 Import configuration list - see Import configuration list (page 124) 3 Define the import configuration and import the data - see Define the import configuration and import the data (page 125) --End-- Access the Import utility Use a predefined or custom configuration to import data from the Import utility. In TBS, select File > Import in the TBS main window.

124 124 Telecom Billing System The Import window appears, which allows you to select from a list of predefined configurations or add your own custom configuration. Select import configuration components The Import (Select an Import Configuration) function is used to select a predefined import configuration. Procedure 58 Selecting a predefined import configuration Step Action 1 Select the import configuration name from the Select an Import Configuration list. 2 To define the components of the imported file, click the ellipsis (...). The Import window appears where you select the tables or databases to be imported. 3 After you select the predefined configuration and the source directories, click Go to import the data. --End-- Import configuration list If you are creating a new import configuration, click the ellipsis (...) to access the Import-System name window. The Import-System name window contains a list of predefined import configurations. Procedure 59 Creating a new configuration Step Action 1 Do one of the following: To add a new configuration, click Add. To edit an existing configuration, select the name of the configuration and click Edit. The Import window. 2 Select the import configuration name. 3 Click OK. --End--

125 Importing and exporting TBS data 125 Define the import configuration and import the data The Import Configuration Definition function is used to select and define the type of data being imported into the Telephony Manager databases. Procedure 60 Defining the import configuration and importing the data Step Action 1 Select the import configuration name from the Import Configuration Definition list. 2 Enter the following information to define the import configuration: a b c Configuration Name Name of this configuration. The name helps to identify this configuration from others in the Import Configurations List. Tables/Database Type of tables into which the data is imported. For example, if you are importing data into the Telephony Manager Telecom Billing System, you can select from Call Records and Organization Levels to import data into these databases. File/Database Type Type of data being imported. Select one of the following options: Corporate Directory data. Importing or exporting Corporate Directory data inserts the file type as Text File (comma separated values). CDR data. Importing or exporting CDR data inserts the file type as TBS, which results in writing an Access database (*.mdb). V4 Employee Directory sets. Importing or exporting V4 Employee Directory sets File/Database Type to V4 Store. d e f File/Database Location To select the source of the imported database file (that is, the directory or drive from which the file is imported), click the ellipsis (...) next to the File/Database Location field. From the Open window that appears, select the drive and directory of the database file being imported, and then click OK. Notice that this appears in the File/Database Location field. Format To select the format of the imported file, click Format. This accesses the Import Format window in which you can select the field properties for the imported file. File/Table Name Filename of the database being imported.

126 126 Telecom Billing System g Update Activity How this database is updated. Select from the options listed in Table 4 "Import update activity options" (page 126). Table 4 Import update activity options Option Append Non Matching Update Matching Update Matching or Append Meaning Appends non-matching records Updates matching records Either updates or appends as appropriate h Description Description of the contents of the table selected from the Tables/Database Name navigation tree. 3 Click OK to save the settings. 4 Click Go to import the data. --End-- Restore Call Database using Import utility This example demonstrates how to restore the Telecom Billing System s Call Database from drive A. ATTENTION Opening CSV files in Microsoft Excel may reformat certain data such as telephone numbers, resulting in the loss of data that cannot be recovered if the file is saved. Nortel recommends you backup your data before opening files with Microsoft Excel. ATTENTION Import/Export works with MS Access 97 files. Archive and Restore at File > Call Database works with comma separated values files. The Import/Export function may have trouble with Access files created with newer versions of Access. Procedure 61 Restoring the Call Database Step Action 1 Access the Import utility by selecting File > Import in the Telecom Billing System main window. 2 Select Merge CDR/Costed Data as the Import Configuration. 3 To define the parameters for this restore operation, click the ellipsis (...) next to this list box. The Import configuration window appears listing CDR/Costed Data Merge as the destination (To Telecom Billing System).

127 Importing and exporting TBS data In the File/Database Location field, enter the source of this restore operation. Click the ellipsis (...) to view a list of available drives. 5 (Optional) To restore a range of call records based on their dates: a Click the ellipsis (...) next to the Filter list. The Filters window appears. b Create a new filter definition and enter the range of call dates for this filter. c Select this new filter name from the Filter list. 6 Click Go to proceed with the restore operation. --End-- Export ATTENTION Records exported by Telephony Manager that have the UserID field modified by another program (to any value other than no value) are not updated during an import by Telephony Manager. During Import, Telephony Manager does not update these modified records but creates new records Exporting copies data from the Telephony Manager databases to an external source. This is useful for archiving a range of data for later retrieval. For example, if you want to archive a range of CDR data to an external source, then you can select a range of data and specify the external source. When exporting data, you can select from a predefined export configuration, or you can define your own custom configuration. Export data using a predefined configuration To export data using a predefined configuration, you must first select the configuration and its component values. This configuration outlines the parameters of the data being exported, such as the format of the data, the types of records, and their field parameters (character length, position and so on). Telephony Manager includes a set of predefined export configurations for common database types. You can then select the location where the data is to be exported (for example, disk drive, CD-ROM, and so on). The following is a summary of the steps required to export data using a predefined configuration:

128 128 Telecom Billing System Procedure 62 Exporting data using a predefined configuration Step Action 1 Access the Export utility see Access the Export utility (page 129) 2 Select export configuration see Select export configuration (page 129) 3 Export configuration definition and export the data see Export configuration definition and export the data (page 130) --End-- Export data using a custom configuration To export data using a custom configuration, you must first define the export configuration. This configuration outlines the parameters of the data being exported. This includes such information as the format of the data, the types of records, and their field parameters (character length, position, and so on). You can then select the location where the data is to be imported (for example, disk drive, CD-ROM, and so on). The following is a summary of the steps required to export data using a custom configuration: Procedure 63 Exporting data using a custom configuration Step Action 1 Access the Export utility see Access the Export utility (page 129) 2 Export configurations list see Export configurations list (page 129) 3 Export configuration definition and export the data see Export configuration definition and export the data (page 130) --End--

129 Importing and exporting TBS data 129 Access the Export utility To export data using a predefined or custom configuration, access the Export utility. Based on which application you are using, the Export utility may be accessed from two locations. In TBS, select File > Export in the TBS main window, there are two predefined configurations Corporate Directory Export and Archive CDR/ Costed Data. From the System Window, select Utilities > Export. The Export window appears allowing you to select from a list of predefined configurations including Corporate Directory Export or add your own custom configuration. Select export configuration The Export (Select an Export Configuration) window is used to select a predefined export configuration. Use Procedure 64 Selecting a predefined export configuration (page 129) to select a predefined export configuration. Procedure 64 Selecting a predefined export configuration Step Action 1 Select export configuration from the Select an Export Configuration list. 2 To define the components of the exported file, click the ellipsis (...). The Export window appears, where you select the tables or databases to be exported. If you are creating a new export configuration, click the ellipsis (...) to access the Export System name window. 3 After you select the predefined configuration and the destination directories, click Go to export the data. --End-- Export configurations list The Export System name dialog box contains a list of predefined export configurations. Use Procedure 65 Creating a new configuration (page 130) to create a new configuration.

130 130 Telecom Billing System Procedure 65 Creating a new configuration Step Action 1 Select (None) from Select an Export Configuration and click the ellipsis (...). 2 Click Add to access the Export window. 3 Enter the name of the new export configuration and input definitions on this export configuration. --End-- Export configuration definition and export the data The Export Configuration Definition window is used to select and define the type of data being exported from the Telephony Manager databases. Procedure 66 Defining the export configuration and exporting the data Step Action 1 Select the export configuration name from the Export Configuration Definition list. 2 Enter the following information to define the export configuration a b c d e f Configuration Name Name of this configuration. This is for informational purposes and helps to identify this configuration from others in the Export Configurations List. Tables/Database Type of tables the data is exported from. File/Database Type Type of data being exported. File/Database Location To select the destination of the exported database file (for example, the directory or drive the file is exported to), click the ellipsis (...) next to the File/Database Location field. From the Directory Location Form window that appears, select the destination drive and directory. Click OK. Notice that the destination you selected appears in the File/Database Location field. Export Profile Format To select the format of the exported file, click Format. This accesses the Export Format window in which you can select the field properties for the exported file. For more information, see Field Data Type Formatting for Export and Transmission (page 231). File/Table Name Filename of the database being exported.

131 Importing and exporting TBS data 131 g h Update Activity How this database is updated. Select from the options in Table 5 "Export update activity table" (page 131). Table 5 Export update activity table Append All Option Delete All Rows Then Append Recreate Table Then Append Meaning Appends all records Deletes rows then appends records Recreates table then appends records Purge records after writing Select this check box to delete the records from the source file after they have been successfully written to the destination file. CAUTION The Purge action is NOT reversible. Use caution if selecting this option. i Description This field describes the contents of the table selected from the Tables/Database Name menu tree. 3 Click OK. 4 Click Go to export the data. --End-- Archiving Call Database using Export utility This example demonstrates how to archive the TBS Call Database to drive A. Use Procedure 67 Archiving the Call Database (page 131) to archive the Call Database. Procedure 67 Archiving the Call Database Step Action 1 Access the Export utility by selecting File > Export in the TBS main window. 2 Select Archive CDR/Costed Data as the Export Configuration. 3 To define the parameters for this archive operation, click the ellipsis (...) next to this list box.

132 132 Telecom Billing System The Export configuration window appears, listing CDR/Costed Data as the source (from Telecom Billing System). 4 In the File/Database Location field, enter the destination of this archive operation. Click the ellipsis (...) to view a list of available drives. 5 If you want to archive a range of call records based on their dates, then click the ellipsis (...) next to the Filter list. 6 In the Filters window that appears, create a new filter definition and enter the range of call dates for this filter. 7 Select this new filter name from the Filter list. 8 Select Purge Records After Writing option to delete the range of call records from the original Call Database after the call records have been copied to the external source. This clears up disk space on your PC. 9 Click Go to proceed with the archive operation. --End-- reporting feature TBS, GCAS, CCCR, and CRS utilize the Telephony Manager reporting feature. To enable this feature you must have the following: Internet access Access rights to a Simple Mail Transfer Protocol (SMTP) (outgoing) mail server. Procedure 68 Using the reporting feature (page 132) describes how to use the feature, beginning with the Reporting dialog. Procedure 68 Using the reporting feature Step Action 1 In TBS, GCAS, or CCCR, select File > Reports. 2 Select a report. 3 Complete the Filter, Sort, and Configuration fields as required. 4 To create a report file type, select either Rich Text Format or Snapshot Format from the Output Type list. Only these two file types are supported by the feature. When sending a file by , the Reporting system saves a copy of the RTF or Snapshot Format file using a name and

133 reporting feature 133 location that you specify and the feature attaches a copy of this file to the created. 5 Name the file and select a location. 1. click the ellipsis (...) in the File Name text box. 2. Provide a file name and file location for the RTF or Snapshot Format report file. 3. Click Open to complete this step and close this dialog. 6 Select the Send File Using check box. 7 To configure your system and the current report for capabilities, provide mail server access information. 1. Click the ellipsis (...) next to the text box below the Send File Using check box. 2. Click Mail Server Configuration. The Mail Server Configuration window opens, as shown in Figure 40 "Mail Server Configuration" (page 134). ATTENTION Mail Server Configuration information is shared across all reports and across all applications. Enter this information only once, and only return if the information changes. You may need to contact the administrator of your servers in order to provide the information required by the Mail Server Configuration window.

134 134 Telecom Billing System Figure 40 Mail Server Configuration 3. In the SMTP outgoing Mail Server text box, enter the name or address of your SMTP Server (for example, the server that is used for your outgoing ). This can be provided as an IP address (for example, ) or domain name (for example, mymailhost.com) format. 4. In the Sender Display Name text box, enter the name you want to display as the From name in the In-boxes of your recipients. 5. In the Sender Address text box, enter your address. 6. In the SMTP Port text box, enter the SMTP port on the SMTP Mail Server you are using.

135 reporting feature 135 The SMTP standard port is 25. Change this parameter only if your SMTP Mail Server s SMTP port was changed to a non-standard value. 7. Check SMTP Server Requires Authentication check box if your SMTP mail server is configured to require logon authentication. If your mail server does support authentication, provide your Account Name and Password in the text boxes provided. ATTENTION Very few SMTP mail servers are configured to require logon authentication. If you select this option, and your SMTP Server does not support authentication, the logon/authentication process may time out and the mail may fail to send. (This failure is logged in the Event Log.) 8. Click OK. The Recipients window appears, as shown in Figure 41 " recipients" (page 135). Figure 41 recipients 8 Add a new recipient. 1. Select the <New> <Add New Recipient> row under the Name and Address list box. 2. Do one of the following to complete the Name and Address (for example, mailbox@computer, e.g., johnd@acme.com) text boxes: Type the Name and Address of the recipient. Click the ellipsis (...) next to the Name field to view a list of names in the databases, and select the recipient (an employee, external party, role, or project) from the list

136 136 Telecom Billing System in the Entity Selector dialog box. If an address has been assigned to the Entity you selected in the databases, this address is auto-inserted into the Address text box. 3. Click OK. 9 Attach the report file to an message. 1. Enter a Subject: for the subject line of the Enter a Short Message for the body of the Click OK. 11 Do one of the following: Click Go to send the and the accompanying report. Click Schedule to schedule the to be sent at a later time. 12 (Optional) View the Event Log to determine if the report was produced, and if the ing was successful. --End-- Collecting Dialed Number Information Service data DNIS is frequently a feature of and lines. It provides to the caller the number dialed to make the call. With DNIS, a single trunk group can be used to serve multiple applications. DNIS information can be used by the PBX to route the call or to provide the caller with a specific prompt. For reporting purposes, DNIS data should be collected only under the following circumstances: The PBX is configured to produce CDR. DNIS data is provided by the carrier. There are multiple and calling numbers into the organization that are to be tracked. The and numbers arrive in a single trunk group. If calls to the organization are routed to a group of agents assigned to a particular organization node, TBS can be used to display the call information for those agents without using DNIS information. If the calls are generated on different trunk groups, TBS can report on calls to each trunk group separately without using DNIS information.

137 Collecting Dialed Number Information Service data 137 Procedure 69 Configuring TBS and the MDR 2000 or MDR 2000e to collect DNIS data Step Action 1 Configure the MDR 2000 or MDR 2000e buffer box to collect in Image mode. This increases the amount of data that is stored in the buffer. Depending on the buffer utilization, more frequent data collections may be required. See the MDR 2000 or MDR 2000e documentation for more information on configuring the buffer box. 2 In the TBS Collection Configuration window, select the appropriate image collection script for your CDR format. For example, select M2KIMG-SL1NEW.col or M2KIMG-SL1O LD.col. 3 Start the data collection. DNIS information is stored in TBS as part of the call record. --End--

138 138 Telecom Billing System

139 . Consolidated Call Cost Reports 139 Contents This section contains the following topics: Introduction (page 139) CCCR interface (page 140) Configuring CCCR (page 146) Generating reports (page 153) Introduction This chapter provides basic information about configuring and running Consolidated Call Cost Reports (CCCR). Along with a brief outline of its main features and functions, this chapter contains step-by-step instructions that assist you in configuring CCCR. CCCR is the Telephony Manager system integration and reporting application. CCCR combines data from the corporate directories in each of your Telephony Manager systems and generates billing reports based on this consolidated data. Specifically used for the Telephony Manager TBS, the CCCR application reports on your calling activity across multiple systems on a single Telephony Manager server. Used in conjunction with the TBS, CCCR synchronizes your organization s information and calling activity from the individual Telephony Manager systems. You still use the TBS to collect and cost the CDR data for each system. After this data is processed, you then use CCCR to consolidate the corporate data from each enabled system into its read-only database for reporting. The resulting corporate database is for the use of CCCR only, and cannot be viewed or edited by other applications. The following is an overview of some CCCR features: The consolidated reports provide details about the actual telephone usage of the different sites and systems across your entire organization. Management can then isolate individual users or

140 140 Consolidated Call Cost Reports departments who are not utilizing the telephone system properly through misuse or neglect. The intuitive corporate editor is used to merge the different organizational hierarchies from your Telephony Manager systems into a single consolidated server. The Telephony Manager Scheduler application can be used to configure the database synchronization and report generation functions to run at scheduled intervals. This way, after you have configured the databases in CCCR, you can use the Scheduler to generate your consolidated reports automatically. The alternate currency option lets you include two different currencies on your consolidated reports. CCCR interface This section contains a brief overview of the CCCR interface. For complete details about each of its functions, refer to the online Help. Main window The CCCR main window is the main interface from which you define the consolidated server and systems, configure the corporate properties, and generate your reports. See Figure 42 "CCCR main window" (page 141).

141 CCCR interface 141 Figure 42 CCCR main window File menu The following File menu commands are used to synchronize the corporate database, generate reports, and exit from CCCR: Synchronize Corporate Data Reports Exit Synchronize Corporate Data The Synchronize Corporate Data commands are used to synchronize the data from the different systems that you have added to the CCCR database. These systems appear in the Consolidated Server list: The Synchronize Corporate Data commands are: Start Schedule

142 142 Consolidated Call Cost Reports Reports CCCR includes a number of reports that provide you with details about your organization s calling activities. These reports are based on the call records that you collected from the different Telephony Manager systems in your organization, and then saved to the CCCR database. This reporting function is used to generate the reports to selected output devices (for example, printers) based on definable filters. Reporting options The following options are used to select the output device for the report as well as its filters. These options appear in the Profile section (right side) of the Reporting dialog box: Output Type Contains a list of output formats for the selected report. You can select from the following options: Screen, Printer, Rich Text Format, HTML Format, and Snapshot Format. File Name Enter the name of the file to which the report is exported. Send File Using Allows you to a copy of the report to selected addresses. Filter The Filter definitions are used to select the reporting criteria for your reports. Reporting commands commands: Go Schedule Cancel Help The following is a list of the Report Generator List of reports The following is a list of the reports that are available for CCCR: Entity Detail Report Entity Summary Report Entity Rollup Summary Reports Account Code Summary Report Account Code Rollup Summary Reports Exit The Exit command ends the current CCCR session.

143 CCCR interface 143 Edit menu The Edit menu accesses the Refresh Site List command. The Refresh Site List command refreshes the list of sites and systems for a selected server in the Consolidated Server list. This ensures that the server is up to date with the most current site and system information before data synchronization. For example, if you add sites and systems to the server and you update its costing configuration, then you use the Refresh Site List command to update the server with this most recent information. When you invoke this command, CCCR re-queries the selected server to reconstruct the list of sites and systems. Consolidated Server list The Consolidated Server list (left section of the CCCR main window) displays (in a navigation tree format) the server that has been defined for CCCR. The server nodes display all of the Telephony Manager sites and systems that have been assigned to it. The root node for this list (labeled Consolidated) lists the defined server along with its sites and systems. The default server (labeled Local Host) contains the sites and systems that you have defined for Telephony Manager. To view the sites and systems within the server, double-click the server name from the navigation tree. After you open the navigation trees for these sites and systems, click the navigation tree command buttons to expand the menus. Each system in this list is identified by an icon. These icons allow you to view, at a glance, which systems are enabled in the CCCR configuration database. Systems that are enabled for consolidation are identified by a yellow icon. Systems that are disabled are identified by a gray icon. By default, systems are disabled. Use the System Properties fields to enable these systems. Use this list to view and edit the consolidated server and systems in CCCR. To edit the properties of a server or system, click the name of the server or system in this navigation tree. The corresponding server or system properties fields appear in the right section. Server Properties The Server Properties fields contain general information about the sites and systems that are being consolidated into the server of the CCCR database. To edit the properties of the server, select the server name from the Consolidated Server list (left section of this window). In the Server Properties fields that appear, enter the following information: Server Name Contains the name of the server as it appears in the navigation tree of the Consolidated Server list. By default, it is the

144 144 Consolidated Call Cost Reports same name as the Server URL. Enter a new name by typing over the existing name. Server URL Displays the original name of this server. Description Enter a description of this server for informational purposes only. System Properties The System Properties fields contain general information about each system that has been assigned to the server. To edit the properties of a system, select the system from the Consolidated Server list (left section of this window). In the System Properties fields that appear, enter the following information: Enabled Activates this system as part of CCCR. This adds the TBS s data to the CCCR database. If this check box is selected (that is, this system is enabled), the icon next to the system in the Consolidated Server list turns yellow; otherwise, the icon is gray. With these icons, you can view, at a glance, which systems are enabled for the CCCR configuration database. If this check box is not selected (that is, this system is disabled), the TBS data from this system is not included in any reports. By default, each system is disabled. Name Identifies this system. You previously named the system when you created it in the Telephony Manager Navigator. Costing Configuration Contains a list of all of the telephone configurations that are part of the systems included in the server. From this list, select the telephone configuration to be used to cost this system on your reports. This list box is auto-populated from the originating system. If this system contains only one configuration, then that configuration appears in this list by default; otherwise, it defaults to (None). You must select a configuration from this list before this system can be enabled. Currency Lists the currencies that have previously been defined in the Currency Exchange Rates grid of the Currency Properties tab. From this list, select which currency you want to use for this system s reports. By default, it displays Local Currency. Corporate Properties tab The Corporate Properties tab contains the basic information required to create a consolidated version of the Telephony Manager corporate directory. These properties determine how the different systems are merged into the new consolidated root node of CCCR.

145 CCCR interface 145 The Corporate Properties fields are: Corporate Root Node Name Contains the name of the consolidated root node. In this box, enter the name of your organization. This becomes the root node of the newly consolidated corporate hierarchy. Merge Root Nodes Determines how the organizational hierarchies in the different systems are combined within the new root node. Enable the Merge Root Nodes option to merge common nodes within your hierarchy under a single node. For example, if you have two systems, each with a Sales and Support department, that you want to merge under a main node containing these departments, then enable this option. Levels Table Contains the names of the different levels in the consolidated corporate directory (for example, Corporate, Division, and Department). This prevents conflicts between databases if different systems have their levels defined differently. The default values in this table are the same as those in the Telephony Manager corporate directories. Entity Identification Determines how the corporate entities are identified in the consolidated database. When the original corporate directories are consolidated into the new CCCR database, an entity s record is consolidated only if the chosen field is the same on both records. Select the following values from this list: Identification, , or Logon Name. View Organization Accesses the Consolidated Organizational View dialog box, which displays a navigation tree of the organizational levels in the newly consolidated corporate directory. This displays ORG as the root node until you first consolidate the systems. Currency Properties tab CCCR allows you to define currency settings that are independent from the settings in the individual Telephony Manager systems. This way, you can define the main (local) and alternate currencies used by the reports in CCCR. These currency settings do not necessarily need to match the local and alternate currencies from each of your Telephony Manager systems. Use the Currency Properties tab to configure the different currency values and exchange rates for CCCR. The Currency Properties fields are: Currency Name Displays the name of the currently selected main currency. This is the main currency that is used on all reports generated by CCCR. To change this currency, click Configure. This

146 146 Consolidated Call Cost Reports accesses the Telephony Manager Navigator s Currency Configuration dialog box in which you can enter your local and alternate currencies. Alternate Currency Displays the name of the currently selected alternate currency. This is the alternate currency that is used on all reports generated by CCCR. If no alternate currency is selected, or the alternate currency has been disabled, then this field is blank. Configure Defines the local and alternate currencies used for CCCR. This accesses the Telephony Manager Navigator s Currency Configuration dialog box in which you can enter your local and alternate currencies. Currency Exchange Rates Contains the different currencies and exchange rates used across your consolidated systems. In this table, enter the names of the different currencies used in your systems, as well as the current multiplier used to convert each currency from the local currency to that selected currency. By default, this table contains only one Local Currency entry with an exchange rate of 1. Configuring CCCR This section describes how to access CCCR and configure it for initial use. Use the following instructions to configure this application to synchronize the corporate databases from the Telephony Manager systems and generate your consolidated reports. The CCCR application is accessible only from the Telephony Manager Server and not from Telephony Manager Clients. Before using CCCR, install and configure it as part of the Telephony Manager system. Refer to Telephony Manager 4.0 Installation and Commissioning (NN ) for complete details on installing this application as part of Telephony Manager. Before you begin Before you begin to configure CCCR, make sure you complete the following steps. These steps assume that you have already input your company information into the Telephony Manager databases. Configure your sites and systems. Assign the TBS application to each applicable system. Populate the Telephony Manager employee databases with the required organizational hierarchy and entity information. Remember to completely configure TBS for all of your sites and systems before proceeding with CCCR.

147 Configuring CCCR 147 Summary of steps to configure CCCR The following is a summary of the steps to configure CCCR: Procedure 70 Configuring CCCR Step Action 1 Run CCCR from the Telephony Manager Navigator. 2 Assign systems to the consolidated server. 3 Download and synchronize the corporate data to the CCCR database. 4 Review and edit the levels in the consolidated organizational hierarchy. 5 Select the local and alternate currencies to be used on the reports. --End-- Run CCCR Before you can configure CCCR, you must first run it from the Telephony Manager Navigator. Because CCCR is not assigned to a specific site or system, you can access it from the Telephony Manager Navigator. Procedure 71 Running CCCR Step Action 1 Run Telephony Manager by selecting Telephony Manager Navigator in the StartUp program group. The Telephony Manager Navigator window appears, as shown in Figure 8 "TBS main window" (page 36). 2 Select Utilities > Consolidated Call Cost Recording. The main CCCR window appears, as shown in Figure 42 "CCCR main window" (page 141). --End--

148 148 Consolidated Call Cost Reports Assign systems to consolidated server To allow for the consolidation of data from the different systems in your organization, CCCR stores the directory structure of all of the Telephony Manager sites and systems in a consolidated database. This directory structure represents the defined Telephony Manager sites and systems that have the TBS application assigned to them. When you access the Consolidated Server list, CCCR displays the default consolidated server along with all of the defined Telephony Manager sites and systems. This site and system list is auto-populated when you expand the server node (or when you select Edit > Refresh Site List). By default, the systems that appear in this list are not enabled for consolidation. That is, even though they appear in this list, they are not actually part of the consolidated database. You must select each system and assign it to the consolidated server database. Procedure 72 Assigning your systems to the consolidated server database Step Action 1 Access the Consolidated Server list and expand the server node labeled Local Host, as shown in Figure 43 "Consolidated Server list" (page 149). This displays all of the sites and systems that you have defined in Telephony Manager. Only the systems that contain the TBS application appear in this list. By default, each system is disabled for consolidation.

149 Configuring CCCR 149 Figure 43 Consolidated Server list 2 Select the name of the system that you want to enable for consolidation. The System Properties fields for this system appear. 3 Select Enabled. 4 Select a costing configuration from the Costing Configuration list. If you have defined a single costing configuration for this system, then this list defaults to that defined configuration. If you have defined multiple configurations, then this list defaults to <None>. You must, therefore, select from the list of defined configurations (for example, Sample Configuration). 5 Select a sample currency from the Currency list. 6 Click Apply to assign this system to the Consolidated server database. This enabled system is identified by a yellow icon. 7 Repeat this procedure for each system that you want to enable for the consolidated server database.

150 150 Consolidated Call Cost Reports After you have assigned all the systems, the Consolidated Server list displays all of the systems that are assigned to the consolidated server database. --End-- Synchronize corporate data The next step is to synchronize the corporate data from your Telephony Manager systems with the CCCR database. This function downloads the corporate database records from the assigned Telephony Manager systems (that is, the Organizational Hierarchy, Employee, External Parties, and Roles/Projects Databases). It then synchronizes this data with the CCCR database to ensure that the consolidated corporate information is up to date with the most current information from your Telephony Manager systems. To run the database synchronization, select File > Synchronize Corporate Data > Start. After you start a synchronization process, a status dialog box appears displaying its progress. Review and edit levels in the consolidated organizational hierarchy The following steps outline how to edit the levels in the consolidated organizational hierarchy. After you have synchronize the corporate data from the Telephony Manager systems with the CCCR database, review the defined levels to ensure that they reflect your organizational hierarchy. If you need to edit these levels, you can do so by accessing the Corporate Properties tab of the CCCR window. This tab contains the basic information required to create a consolidated version of the Telephony Manager corporate directory. These properties determine how the different systems are merged into the new consolidated root node of CCCR. Procedure 73 Editing the levels in the consolidated organizational hierarchy Step Action 1 Select the Corporate tab in the CCCR window. 2 In the Corporate Root Node Name box, enter a name for the consolidated hierarchy. For example, enter Acme Incorporated. 3 Select the Merge Root Nodes option to merge common nodes within your hierarchy under a single node. 4 Leave the Levels table with the default values.

151 Configuring CCCR 151 This table contains the names of the different levels in the consolidated corporate directory (for example, Corporate, Division, and Department). 5 From the Entity Identification list, select the value that determines how the corporate entities are identified in the consolidated database. For example, select Identification. 6 Click Apply to save these settings. --End-- To review the consolidated organizational hierarchy, click View Organization. This accesses the Consolidated Organizational View dialog box, which displays all of the different levels in the consolidated database. Review these levels to ensure that they accurately represent the consolidated organizational hierarchy for your company (that is, all of the organizational levels are structured correctly). If you need to change this structure, then repeat Procedure 73 Editing the levels in the consolidated organizational hierarchy (page 150) and change your settings as required. Select local and alternate currencies You can select the local and alternate currencies that are used on your reports. This is an optional step, and is required only if you want to use two different currencies for the costs on your reports. Procedure 74 Selecting local and alternate currencies for reports Step Action 1 Select the Currency tab in the CCCR window. 2 Click Configure to define the local and alternate currencies used for CCCR. This accesses the Telephony Manager Navigator s Currency Configuration dialog box in which you can enter your local and alternate currencies. You can also access this dialog box directly from the Telephony Manager Navigator. 3 Select the Local Currency tab, and enter the required information. For example, enter the following: Currency Name: US Dollars Currency Symbol: $ Position of Currency Symbol: *1.1 Negative Number Format: (*1.1)

152 152 Consolidated Call Cost Reports Decimal Symbol:. No. of Digits after Decimal: 2 Digit Grouping Symbol:, Number of Digits in Group: 3 4 Select the Alternate Currency tab, and enter the required information. For example, enter the following: Currency Name: Canadian Dollars Currency Symbol: $ Position of Currency Symbol: *1.1 Negative Number Format: (*1.1) Decimal Symbol:. No. of Digits after Decimal: 2 Digit Grouping Symbol:, Number of Digits in Group: 3 Currency Exchange Rate: Click Apply to save the settings. 6 Click OK to return to the CCCR window. The Currency Name and Alternate Currency fields are updated with these new values. The Currency Exchange Rates table displays only the Local Currency with the exchange rate of To add the exchange rate for the alternate currency: a b c Right-click on the grid. Select Add from the pop-up menu. In the blank line (cell) that appears, enter the required information. For example, enter the following: Currency: Canadian Dollars Exchange Multiplier: Click Apply. After you have defined a currency, you must assign it to the different systems that are collecting data in that currency. To do so, access the System Properties for the different systems and

153 Generating reports 153 assign the new currency to each system. See Assign systems to consolidated server (page 148). --End-- Generating reports After you have configured CCCR to reflect your organizational data, you are ready to generate your consolidated reports. ATTENTION Not all filters apply to all reports. Procedure 75 Generating consolidated reports Step Action 1 Select File > Reports from the CCCR main window. The CCCR Reporting window appears, as shown in Figure 44 "CCCR Reporting window" (page 153). Figure 44 CCCR Reporting window 2 Select the desired report by clicking the corresponding report name. For example, select Entity Detail Report.

154 154 Consolidated Call Cost Reports 3 Select the type of output from the Output Type list. For example, to print the report, select Printer. 4 (Optional) Select the filters from the Filter list. ATTENTION Not all filters apply to all reports. 5 Click Go to generate the consolidated report. CCCR automatically downloads the Call Database information from all of the enabled systems and generate the report. --End-- Creating custom logos on reports The reports in CCCR each contain a common header graphic, which is located at the top left corner of the report. This graphic helps you to easily identify the reports as part of CCCR. CCCR allows you to edit this graphic, or replace it with another graphic, by editing a bitmap (BMP) file. You can replace this graphic with another design, such as your company logo, to suit your own needs. For example, you can include your company logo on your reports to provide you with professional-looking reports that are customized for your organization. CAUTION Be careful when editing this graphic file. If the file is too large, it can cause errors in the generated reports. To ensure that the original graphic file is secure, make a backup copy of it. To do so, copy the file Logo.bmp from the CCCR directory to another directory, or rename it (for example, Backup_Logo.bmp). Procedure 76 Creating a custom graphic or logo for your reports. Step Action 1 Use a graphics program such as MS Paint to create a bitmap with the following dimensions: 3.73 in (W) by 0.86 in (H). Insert or create the new graphic (for example, your company logo) in the bitmap file. To ensure you have the correct dimensions for your logo, you can make a copy of the original graphic file Logo.bmp and use it as a template for your own graphic. Open the file Logo.bmp and insert the new graphic in the file. 2 Save this file as Logo.bmp to the dedicated CCCR drive and directory.

155 Generating reports 155 For example, C:\Nortel\Millennium\RootData\CCCR\Logo.bmp. CCCR automatically uses this logo on your reports. --End--

156 156 Consolidated Call Cost Reports

157 . TBS Web Reporting 157 Contents This section contains the following topics: Introduction (page 157) TBS Web Reporting interface (page 158) Configuring TBS Web Reporting (page 160) Using TBS Web Reporting (page 166) Introduction This chapter provides basic information about configuring and running TBS Web Reporting. Along with a brief outline of its main functions, this chapter also contains procedures and reference information to assist you in configuring TBS Web Reporting. TBS Web Reporting is the Telephony Manager Web-based reporting application for your telecommunications network. With TBS Web Reporting, you can generate reports containing data from the TBS through your intranet or Internet server. These reports provide you with valuable information about your organization s calling activities. TBS Web reports are only some of the TBS reports available in Telephony Manager. TBS reports (page 199) lists all of the TBS reports available in Telephony Manager, from both TBS Web and TBS Windows. The TBS application is the Telephony Manager telephone cost accounting and billing application. It collects call records from your telephone system, calculates usage costs based on defined rates and configurations, and allocates these costs to the appropriate users in your organization. TBS Web Reporting generates reports summarizing and detailing these costs. It provides you with an easy method of accessing the TBS information.

158 158 TBS Web Reporting The following is an overview of some of the features of TBS Web Reporting: TBS Web Reporting produces a variety of costing reports detailing your organization s calling activities. Based on your access rights, you can view call detail information for any level in your organizational hierarchy (for example, departments and users), both from a summary level and a detail level. Its reports provide details on the actual telephone usage of your system. Management can then isolate individual users or departments who are not utilizing the telephone system properly through misuse or neglect. The interface enables you to access this information through any PC run a Web browser, access the Telephony Manager Web server, and run TBS Web Reporting. TBS Web Reporting interface This section contains a brief overview of the TBS Web Reporting main Web interface. For complete details on each of its functions, refer to the online Help. TBS Web Reports main window The TBS reports provide you with thorough and detailed information about your telephone system. These reports detail and summarize your telephone system usage, assign costs to the appropriate cost centers, and display information on your system s organizational databases. After you log on to Telephony Manager Web, you can view the TBS Web Reports. List of reports The following sections briefly describe the reports available for TBS Web Reporting. Based on your access rights, some or all of these reports appear in this list. Cost reports The following reports provide summaries and details of your organization s telephone usage costs. These are based on your extensions, authorization codes, or account codes: Extension Summary Report Authorization Code Summary Report Account Code Summary Report

159 TBS Web Reporting interface 159 Level reports The following reports provide roll-up summaries of telephone usage costs for your organization based on extensions, authorization codes, or account codes. They access summary and detail reports displaying this data based on the organizational level. For example, the Extension Roll-up Report consists of the Extension Roll-up Report for the current organizational level, the Extension Summary Report for its sublevel, and so on, until you have reached the detail report for each user: Extension Roll-up Report Authorization Code Roll-up Report Account Code Roll-up Report Frequency/Digits reports The following reports provide roll-up summaries of your calling activity based on frequency of calls to specific numbers and locations: Frequently Called Numbers Report Frequently Called Location Report Area Code Summary Report Ring Time by Time of Day Report Ring Time by Extension Report Hold Time by Time of Day Report Hold Time by Extension Report Trunk reports The following reports provide call usage details for each trunk or trunk group in your organization: Trunk Group Utilization Report Trunk Utilization Report Diagnostic reports The following reports list all of the extensions and trunks that are entered in the telephone configuration that have no call activity, as well as all of the extensions and trunks that have call activity but have not been entered in the telephone configuration: Extension Diagnostic Report Trunk Diagnostic Report

160 160 TBS Web Reporting Filters and configurations The Filters page is used to select the reporting criteria for your reports. This allows you to generate reports based on very specific requirements. Whenever you select a report from the TBS page, the Filters page appears allowing you to select its filters. Figure 45 "Filters page for Extension Summary Report" (page 160) shows the Extension Summary Report. Based on the report you select, the Filters page displays different filters. Figure 45 Filters page for Extension Summary Report Configuring TBS Web Reporting This section describes how to access and use TBS Web Reporting. Before using TBS Web Reporting, you must install and configure it as part of the Telephony Manager. You must then assign it to a site and system. Refer to Telephony Manager 4.0 Installation and Commissioning (NN ) for complete details about installing this application and assigning it to a site and system. Additional system requirements The server and client PCs that run TBS Web Reporting each have their own hardware and software requirements. The server PC is used to store the files for TBS Web Reporting. The client PC is used only to access this application s reports through a browser, such as Microsoft Internet Explorer or Netscape Navigator. Because this client PC can be different from the server PC, these system requirements may differ from those of Telephony Manager common services. Refer to Telephony Manager

161 Configuring TBS Web Reporting Installation and Commissioning (NN ) for a complete list of hardware and software requirements for all of the Telephony Manager applications. Server configuration and installation Before installing TBS Web Reporting, configure and install your server, as outlined in Procedure 77 Configuring and installing your server (page 161). Procedure 77 Configuring and installing your server Step Action 1 Configure your server and install the Internet Information Server (IIS) to allow other users to have remote Web access to the server. 2 Install the Telephony Manager common services and TBS onto the server on which you are installing TBS Web Reporting. 3 Install Telephony Manager Web services onto the Web server before attempting to run it. Refer to the Web services chapter in Telephony Manager 4.0 System Administration (NN ) for instructions on installing and configuring Telephony Manager Web Services. --End-- Installing TBS Web Reporting The TBS Web Reporting installation kit includes all of the components you need to install, configure, and run the program as part of Telephony Manager Web. The Setup utility installs each of the required components for TBS Web Reporting and prompts you for specific information pertaining to your system (for example, install drive, directory, program folder, and so on). During the installation procedure, enter your system information as directed. Ensure that you have configured the access rights for the Telephony Manager Web users, and selected TBS Web Reporting as a reporting application, as follows: To configure the access rights for TBS Web Reporting, refer to Telephony Manager 4.0 System Administration (NN ). To install and configure TBS Web Reporting as part of Telephony Manager Web, refer to Telephony Manager 4.0 Installation and Commissioning (NN ).

162 162 TBS Web Reporting Configuring TBS Web Reporting Procedure 78 Configuring TBS Web Reporting Step Action 1 Perform CND synchronization after a station retrieval is done. ATTENTION Only stations with CPND entry are automatically added to the Directory during CND synchronization. The default values for User Group is End User and Web Reporting Access Rights is Personal as shown in Figure 46 "Update employee details page" (page 162). These fields may be changed as required. Figure 46 Update employee details page 2 Perform Billing Synchronization. 3 Open TBS and go to Edit > Employees. Information from the Directory is populated in the Employee Editor after Billing Synchronization as shown in the Figure 47 "Employee shown in Employee Editor" (page 163) figure.

163 Configuring TBS Web Reporting 163 Figure 47 Employee shown in Employee Editor 4 Go to Telephony Manager Windows Navigator. Under Security -- User Authentication, ensure that Common Network Directory has an order selected. In Figure 48 "Order selection on User Authentication screen" (page 164) the selected order number is 2.

164 164 TBS Web Reporting Figure 48 Order selection on User Authentication screen 5 Open the Telephony Manager end user Web page. The logon name is displayed, as shown in Figure 49 "Telephony Manager end user Web page" (page 165), and the default password is prefix (found under the CND server setup) followed by the common name.

165 Configuring TBS Web Reporting 165 Figure 49 Telephony Manager end user Web page 6 Click Login and the billing report for the selected user is displayed, as shown in Figure 50 "Billing report screen" (page 165). Figure 50 Billing report screen --End--

166 166 TBS Web Reporting Using TBS Web Reporting Procedure 79 Logging in to Telephony Manager Web and running TBS Web Reporting Step Action 1 Log on to Telephony Manager Web Desktop Services. The My Profile page appears, containing your user information and links to the Web Reporting applications to which you have access. 2 From the Web Desktop Services navigation tree, select Billing Reports. The Billing Reports page appears, containing links to your TBS reports. 3 Access the TBS Reports page by clicking on a system link. You can also access your reports through any defined personal assets. The TBS Reports page for the selected system or asset opens. 4 To view a report from the TBS, select the report name in the TBS Reports page. 5 Select a telephone configuration table and any filters for the report. 6 Click Run Report to view the selected report. --End--

167 . General Cost Allocation System 167 Contents This section contains the following topics: Introduction (page 167) GCAS interface (page 168) Configuring GCAS (page 170) Using GCAS (page 179) Introduction This chapter provides basic information about configuring and running the General Cost Allocation System (GCAS). It also includes example procedures and reference information to assist you in configuring the GCAS. The GCAS is used to assign usage charges to appropriate individuals or departments within an organization. It can import bill information, identify and log departmental or user-specific spending characteristics, and generate meaningful reports summarizing these costs. With the GCAS, you can enter billing information either through an imported file or manually from the printed vendor statement. The data can then be used to allocate charges, such as those obtained from cellular calls or pagers, to relevant individuals or departments within your organization. The GCAS generates detail and summary reports, including the billed products or services, associated costs and departments, or persons to be billed.

168 168 General Cost Allocation System The following are some of the features of GCAS: It allows for effective distribution, tracking, and monitoring of all chargeable costs to departments or persons within an organization. Its reports detail products or services purchased, and the appropriate chargeable entity. Management can then monitor and isolate specific costs to various business lines within an organization. Billing charges can be imported directly from a vendor s electronic bill, thus reducing data entry time. The user-friendly hierarchical organizational interface allows for control of the chargeable groups within your organization. Intuitive database editors allow you to populate, update, and view your database records. GCAS interface This section contains an overview of the GCAS functions and databases. It briefly describes their function and purpose. For complete details about each of these functions and their operation, refer to the online Help included with the software. File menu The File menu contains commands used to manage the bill type records, generate reports, import and export data, and exit from the system. The following is a list of the functions and commands in this menu: New Bill Type Delete Bill Type Reports General Export Import Bill Type Export Bill Type Archive Bill Type Merge Bill Type Purge Bill Type Exit

169 GCAS interface 169 Edit menu The Edit menu accesses the GCAS main databases. These databases contain the corporate information you need to run the GCAS effectively for your organization. To access these databases, click Edit in the main window, and then select the following: Organizational Hierarchy This database contains the different structural levels within your organization (for example, departments, divisions, and so on). You can create up to 20 different levels in this hierarchy. The Organizational Hierarchy and the Level editor are used to create, name, and arrange these different organizational levels. The employees in your organization are assigned to these levels. The cost summary reports can then summarize the calling activity and associated usage costs by these levels. Employees This database contains information about your organization s employees, which is relevant to the GCAS. It includes such information as your employees names, telephone extensions, authorization codes, and their locations within the organizational hierarchy. This information is required to allocate charges to the proper extensions and cost centers within your organization. External Parties This database contains information about individuals or companies with whom you have regular contact. It includes such information as the external party s name, address, telephone number, and account code. Roles/Projects This database contains information about the different roles or projects that require reporting in the GCAS. It is used to assign extensions, authorization codes, or account codes to projects or personnel for reporting purposes. Asset Assignments This database defines how the different assets are assigned to the corporate entities in the Employee, External Parties, and Roles/Projects Databases. Taxes This editor is used to define the taxes that are applied to the usage or equipment charges of the billing records. View menu The View menu contains commands and toggles to display various components of the GCAS database. This menu contains the following commands and toggles: Bill Party Grid Lines

170 170 General Cost Allocation System Status Bar Refresh Find Replace Help menu The Help menu offers commands that provide you with assistance as you use the GCAS. This menu contains the following commands: Help Topics About the GCAS Configuring GCAS Before using the GCAS, you must install and configure it as part of Telephony Manager. You must then assign it to a site and system. Refer to Telephony Manager 4.0 Installation and Commissioning (NN ) for complete details about installing this application and assigning it to a site and system. Accessing the GCAS from Telephony Manager To access GCAS from the Telephony Manager Navigator, select the desired site and system, and click GCAS under Telemanagement. The GCAS main window appears, as shown in Figure 51 "GCAS main window" (page 171).

171 Configuring GCAS 171 Figure 51 GCAS main window Create organizational hierarchy The Organizational Hierarchy Database is a structured database containing important information about your organization, including the different organizational levels and how these levels are related (for example, departments within divisions). After you configure your organizational levels in this database, enter your bill type information and generate reports. Before any meaningful allocation of billing charges can take place, you should define the logical hierarchical structure of your organization. In short, you are creating a framework that holds and links the billing information in the GCAS to the correct billed entity (that is, the employee or department). Procedure 80 Defining the organizational hierarchy (page 172) describes how to configure an organizational hierarchy. The sample entries in this procedure create a hierarchy with the levels Acme Company (organization or top level), Head Office (Division level), and Sales (Department level). The Division level is a sublevel of the Organization level, and the Department level is a sublevel of the Department level.

172 172 General Cost Allocation System Procedure 80 Defining the organizational hierarchy Step Action 1 Select Edit > Organizational Hierarchy from the GCAS main window. 2 Right-click the folder ORG. 3 Select Rename from the menu. 4 Change ORG to a name that represents the top of your organizational structure. For example, enter Acme Company. For this example, the following levels have been defined: Division and Department. 5 To add a level to the organization: a b c d Right-click the folder for the level in which the sublevel is to be created. Click Add New Level. The first menu option under the organization appears as New Level 1 in a form that can be edited. Type over this default name with a new name. For example, type Head Office. Repeat this step to add additional levels. For example, create a new level under Head Office called Sales. --End-- Enter employee, external party, and role or project information With your organizational hierarchy now in place, the next step is to enter your company s employee, external party, and role or project information. These are entered in your corporate databases. Enter employee information Employee information is necessary to cost and allocate billing data to the proper individuals and cost centers within your organization.

173 Configuring GCAS 173 Procedure 81 Entering employee information Step Action 1 From the GCAS main window, select Edit > Employees. The Employee Editor grid dialog box appears, as shown in Figure 52 "Employee Database Employee Editor" (page 173). Figure 52 Employee Database Employee Editor 2 Click on Add New Record. A blank Employee Editor window appears. 3 Enter the employee information in the following fields: Identification Unique identifier for this employee. For example, enter 001. First, Middle, and Last Name fields For example, enter John Adam Smith. Job Title For example, enter Sales Manager. Org. Path Employee s location in the organizational hierarchy. For example, enter \Acme Company\Head Office\Sales.

174 174 General Cost Allocation System Manager Employee s manager. This can be selected from the drop-down menu. For example, enter Bill President. Employee s address. For example, enter jasmith@acme.com. Street No., City, Prov./State, Country, Postal/Zip Employ ee s address. For example, leave these fields blank. Description Any additional comments about this employee. This is for informational purposes only. For example, leave this field blank. 4 To add an asset to this employee, click Apply in the right section. The Asset list appears. This allows you to add any assets that you want to assign to the employee for billing and reporting purposes. This can include such assets as account codes, extensions, cellular phone, or pagers. a b From the Type list, select the desired asset. The asset type must be the same as that selected in Procedure 84 Entering a quantity-based bill type (page 176). For example, select Account Code. In the Account Code box that appears, enter the account code. For example, enter c Click OK to accept these values and return to the previous dialog box. 5 Click Close to exit to the main window. --End-- Enter external party information External parties are those individuals or organizations that exist outside the realm of your organization (for example, customers, vendors, and so on). Procedure 82 Entering external party information in the External Party Database Step Action 1 From the GCAS main window, select Edit > External Parties. The External Party Editor grid dialog box appears. 2 Click Add New Record. A blank External Party editor appears. This editor is very similar to the Employee Database editor. 3 Enter the external party information in the available fields.

175 Configuring GCAS 175 See Procedure 81 Entering employee information (page 173) for detailed information about the fields. 4 Click OK to accept these values and return to the previous dialog box. 5 Click Close to exit to the main window. --End-- Entering roles or projects information Within the Roles/Projects Database, you can document information relevant to a particular organizational project. For example, within your organization, there can be a marketing project incurring costs. In turn, you can define your billing entity to be the role project name. This database editor is similar to the Employee Database editor. For instructions about editing this type of database, see the example on entering information in the Employee Database ( Enter employee information (page 172)). Procedure 83 Entering role or project information in the Roles/Projects Database Step Action 1 From the GCAS main window, select Edit > Roles/Projects. The Roles and Projects Editor grid dialog box appears. 2 Click Add New Record. A blank Roles and Projects Editor appears. This editor is similar to the Employee Database editor. 3 Enter the role or project information in the available boxes. 4 Click OK to accept these values and return to the previous dialog box. 5 Click Close to exit to the main window. --End-- Defining bill types By default, bill types fall into one of three categories: quantity-based, time-based, and destination-based. Quantity-based bill types are defined as having quantitative amounts and unit charges (for example, office furniture, computers, stationery, and so on). Time-based bill types are defined as having start and finish times (for example, Internet usage).

176 176 General Cost Allocation System Destination-based bill types are defined as having call attributes such as location, digits dialed and route, and source and destination (for example, cellular or pager calls). Assign bill to a bill type After establishing what kind of bill type is best suited to represent your data, the next step is to enter the information from your bill into the GCAS. There are two ways in which you can enter this information. You can import a file or manually enter the data from a printed statement (for example, from a vendor s bill). Whichever method of input you use, your first task is to attach your bill to one of the three defined bill types: quantity-based, time-based, or destination-based. A quantity-based bill type is used for example purposes. The methods of data entry for both time-based and destination-based bill types are fundamentally the same as quantity-based bill types. However, where data entry formats are different, examples and illustrations provide extra guidance. Procedure 84 Entering a quantity-based bill type Step Action 1 From the GCAS main window, select Quantity-Based Billing in the navigation tree. 2 Select File > New Bill Type. The Properties tab appears. 3 Under Bill Type Name, identify your bill with an appropriate name. For example, enter Office Furniture. 4 In the Identify Bill Party by box, enter how the billing information for this bill type is associated to the correct billing party in your organization. For example, you can use an employee s extension number to assign office furniture charges to the employee, or you can use a calling card to assign calling card charges to the employee. 5 To select an existing value or to add a new one, click the ellipsis (...). The Billing Key Information dialog box appears. The left section displays the Lookup Keys that are used to allocate the bill type charges to the appropriate bill party in your organization. 6 If a Lookup Key is not defined: a Click <Define New Bill Party Lookup>.

177 Configuring GCAS 177 b c In the Identify Bill Party by box, enter your Lookup Key name. Enter the display mask. The display mask denotes the format used when entering values relevant to a particular bill type. The display mask characters can be numeric identifying the format of the Lookup Key. See Table 6 "Examples of mask properties" (page 177) and Table 7 "Mask characters" (page 177) for examples of mask properties and definitions. You can enter up to 50 characters in this field: Table 6 Examples of mask properties Mask Null String Description (Default) No mask. Acts like a standard text box. ### Example: 321 (extension number) #### ### ### ### Example: (phone card number)???? ### Example: ABCD 123 (license plate)??.##### Example: AB (purchase order number) Table 7 Mask characters Mask Description # Digit placeholder (Optional). Decimal placeholder Thousands separator : Time separator / Date separator & Character placeholder > Convert all the characters that follow to uppercase. < Convert all the characters that follow to lowercase. A a Alphanumeric character placeholder (entry required) Alphanumeric character placeholder (entry optional) 9 Digit placeholder (entry optional) C Character or space placeholder? Letter placeholder d Click Apply to save the new Lookup Key into the system.

178 178 General Cost Allocation System For example, click Extension No, and then click OK to assign the office furniture to each employee using their extension numbers. 7 Repeat this procedure for each for each bill type you are defining. --End-- Deleting bill types To delete a bill type, search the menu view and highlight the desired bill type for deletion. Deletion of a bill type deletes any billing records associated with it. The deleted bill type is then removed from the navigation tree. Procedure 85 Deleting a bill type Step Action 1 From the navigation tree view of the GCAS main window, select the bill type to be deleted. 2 Select File > Delete Bill Type. --End-- Enter cost profiles Having defined your bill party identification key within the Billing Key dialog box, you can now enter your cost profiles (optional). Cost profiles allow you to define additional fixed costs and applicable taxes to each billable item within a bill type. Surcharges or deductions can be applied to an item in any of the following ways: A fixed cost per item charge added to the existing item charge. For example, a $0.10 fixed surcharge can be made against each record related to a calling card bill. If a calling card has a base cost of $2.00, the total cost of the record, not including tax, would be $2.10. A cost per minute charge applied to each minute of each item. This surcharge is only applicable to time-based and destination-based bill types, and is calculated by multiplying the duration of each item (in minutes) by the value entered in this box. A percentage adjustment applied against the original charge of each item. To increase the charge for each item by 10 percent, enter in the Percent Adjust box.

179 Using GCAS 179 Define taxes You have the option of selecting up to four applicable taxes for each bill type. For this example, you enter one applicable tax: the Sample State Tax (SST) of 5 percent. Procedure 86 Defining taxes for a bill type Step Action 1 From the Properties/Cost Profile dialog box, select Edit > Taxes to launch the Tax Editor dialog box. 2 Click Add graphical. 3 In the Name box, enter the tax name. For example, enter Sample State Tax. 4 In the Short Name box, enter an abbreviation of the tax name. For example, enter SST. 5 In the Percentage box, enter the percentile tax amount. For example, enter 5. 6 Click OK to accept the values and return to the previous dialog box. 7 After you define all of the required taxes, click Close to save them and return to the main window. 8 In the Cost Profile group box, select the appropriate taxes for your bill type from the Tax lists. 9 After all of the information for your bill type is entered, click Save to add the new bill type to the GCAS. --End-- Using GCAS Create billing records After you define your bill types, enter individual billing records or items that belong to them. Procedure 87 Entering billing records Step Action 1 From the navigation tree view of the GCAS main window, select a defined bill type. 2 Select the Records tab.

180 180 General Cost Allocation System 3 Click Insert New Record. The Record Editor dialog box appears, as shown in Figure 53 "Record Editor dialog box" (page 180). Figure 53 Record Editor dialog box 4 Enter the value that identifies the bill party for this record. In this example, the employee extension is required. Therefore, in the Extension No. box, enter (Optional) In the Description box, enter a description of the bill record. For example, enter Main Extension Line. 6 (Optional) From the Report Group list, select a Report Group value. If an appropriate value is not found in the list, you can type the required value in the Report Group list. This value further organizes billed items into smaller subgroups. For example, enter Lines. 7 In the Quantity box, enter the quantity of products or services that are to be billed.

181 Using GCAS 181 For example, enter In the Total Cost box, enter the pretax total cost for the specified quantity of items. For example, enter In the Item Date box, enter the date assigned to this item (for example, the original purchase date). For example, enter 10/19/ In the Item Time box, enter the time assigned to this item (for example, the original purchase time). For example, enter 14:30: In the Bill Date list, enter the bill date (that is, the date of the bill or bill period on which this record appears). For example, enter 10/19/ Click OK to accept the values, save the records, and return to the main window. --End-- Table 8 Summary of record fields Field Summary of fields (Record Editor dialog boxes) You do not necessarily need to enter data into every available data field within the Record Editor. In many instances, you can choose what data you want to enter. However, depending upon what type of bill you are entering, there are specific fields that must be entered with a value. Table 8 "Summary of record fields" (page 181) displays a complete summary of all field headings. Each field is designated as a Required or Optional entry. (R)equired or (O)ptional Description Billing Key R The Bill Party Lookup Key value that associates the charge record to the appropriate bill party in your organization. Report Group O Provides the ability to organize the records within a bill type into smaller subgroups for reporting purposes. Description O Description of the record. Item Date R Date that the record was created. Dates appear in the format specified by the short date format entered in the regional settings of your PC s control panel.

182 182 General Cost Allocation System Table 8 Summary of record fields (cont d.) Field (R)equired or (O)ptional Description Item Time O Time that the record was created. Time appears in the format hh:mm:ss. Bill Date R Default is the current date. Quantity O The quantity of product or service items billed by this record. Default is 1. Duration O Applicable for Time and Destination-Based bill types. The default value is 0:00:00, and the format is hhhhh:mm:ss. Total Cost O Default is Destination ID O For Destination-Based bill types. Digits dialed. Destination Location O For Destination-Based bill types. Called location. Source ID O For Destination-Based bill types. ID of the record source (for example, the source telephone number of a calling card call). Source Location O For Destination-Based bill types. Location of where the record was made. Direction O For Destination-Based bill types. Incoming or Outgoing. Route Used O For Destination-Based bill types. Generate reports After you enter your billing information, you can generate detail and summary reports listing this information. The reports can appear on the screen, be saved to a file, be sent to a printer, or be sent to an address. You can also filter and sort information within your bill and, therefore, create reports based on specific information. Procedure 88 Generating a report Step Action 1 From the GCAS main window, select File > Reports. The GCAS Reporting window appears, as shown in Figure 54 "GCAS Reporting window" (page 183). This window lists the types of billing reports that can be generated.

183 Using GCAS 183 Figure 54 GCAS Reporting window 2 Click on the report that you want to generate. When you select the report, a brief description of it is visible in the description field at the bottom of this dialog box. 3 Select the desired output device from the Output Type list in the Profile group box. You can output your report to a printer, to the PC screen, to a file, or to an address. 4 (Optional) To filter the data, select on a filter name in the Filter list. If an appropriate filter does not appear in the list, define your own using Procedure 89 Defining a report filter (page 184). 5 (Optional) To sort the data, select the sorting definition in the Sort drop-down menu of the Reporting dialog box. If an appropriate sorting definition does not appear in the list, define your own using Procedure 90 Defining a sort definition (page 185). 6 Do one of the following:

184 184 General Cost Allocation System Click Go to generate the report immediately. Click Schedule and use the Scheduler to generate the report at a later date and time. --End-- Procedure 89 Defining a report filter Step Action 1 Click the ellipsis (...) next to the Filter list. The Filters grid dialog box appears. 2 Click Add. The Filter definition dialog box appears. 3 Enter the following filter values: Filter Name Name of the filter. This appears in the Filters grid dialog box list and in the Filter list of the Reporting dialog box. You can select this filter by clicking this name in the Filter list of the Reporting dialog box. Name in Report Name of the filter that appears on the applicable reports. Description Any additional descriptive information about this filter. This is for informational purposes and also appears in the Filters grid dialog box. 4 Define the report parameters using the filter tabs in this dialog box. ATTENTION Not all filters apply to all reports. Each tab allows you to define specific information based on your filter requirements. Several of the values entered on each tab are ranges of time or cost (that is, From a certain date To a certain date, and a Minimum cash amount to a Maximum cash amount). For example, you can print all reports between two dates and include all records that fall between two cost amounts. However, the following tab fields do have different characteristics: Bill Type, Direction, and Organization. In each of these cases, you can select choices from a list by clicking the down arrow button located to the right of each option line. 5 Once you have entered the filter s parameters, click OK to save them and return to the Filters grid dialog box.

185 Using GCAS 185 The name you entered in the Filter Name box appears in the grid. After the filter is defined, you can select it any time from the Filter list in the Reporting dialog box. --End-- Procedure 90 Defining a sort definition Step Action 1 Click the ellipsis button (...) next to the Sort list. The Sort grid dialog box appears. 2 Click Add. The Sort definition dialog box appears. 3 Enter the following values: Sort Name Name of the sorting definition. This appears in the Sorts grid dialog box list and in the Sort list of the Reporting dialog box. You can select this sort definition by clicking this name in the Sort list of the Reporting dialog box. Description Any additional descriptive information about this sort definition. This is for informational purposes and also appears in the Sort grid dialog box. 4 In the Sort by box, enter the sorting criteria. 5 Click OK to save the sort criteria and return to the Sort grid dialog box. Notice that the name you entered in the Sort Name box appears in this grid. After the sort order is defined, select it any time from the Sort list in this dialog box. --End--

186 186 General Cost Allocation System

187 . Consolidated Reporting System 187 Contents This section contains the following topics: Introduction (page 187) CRS Interface (page 188) Configuring CRS (page 189) Using CRS (page 190) Introduction This chapter provides basic information about configuring and running the Consolidated Reporting System (CRS). It also includes example procedures and reference information to assist you in configuring the CRS. The CRS is used to generate reports by consolidating data from the TBS and the GCAS. By defining filtering and sorting criteria, you can generate custom reports that detail organizational and employee spending characteristics. Each report is broken down into sub-reports that detail user costs for specific applications within Telephony Manager. The report is summarized by aggregating all the costs associated with the chargeable entity (that is, the sum of all the sub-report totals). The following are some of the features of CRS: Generation of reports of all chargeable costs to departments or persons within your organization. Combines data from the TBS and GCAS applications detailing products or services purchased, and the appropriate chargeable entity. Management can then monitor and isolate specific costs to various business lines within your organization. You can quickly use this information to determine how organizational entities are utilizing corporate funds and resources.

188 188 Consolidated Reporting System The user-friendly Tree View interface allows for quick, easy, and effective generation of your reports. The Report Engine prints professional-looking reports using TrueType fonts and customizable report logos. CRS Interface This section contains a brief overview of the CRS main window. For complete details on each of the functions within the main window, refer to the online Help. Main window The CRS main window, shown in Figure 55 "CRS main window" (page 188), is the interface for generating consolidated reports. Figure 55 CRS main window In the main window you can: Select a report Define filters and sorts (optional) Define an output method Schedule or execute a report

189 Configuring CRS 189 The main window has the following menu commands: File Help File menu The File menu contains the following commands. To access these functions, select File from the main window, and then select the desired command. Print immediately launch your report Schedule define a time and date when you want to launch the report Exit exit from the CRS program Help menu The Help menu offers commands which provide you with assistance as you use the CRS. This menu contains the following commands: Help Topics About the CRS Configuring CRS Before using the CRS, you must install and configure it as part of Telephony Manager. You must then assign it to a site and system. Refer to Telephony Manager 4.0 Installation and Commissioning (NN ) for complete details on installing this application and assigning it to a site and system. System access To access the CRS from the Telephony Manager Navigator, select the desired site and system, and select CRS, located undertelemanagement. The CRS main window appears, as shown in Figure 55 "CRS main window" (page 188).

190 190 Consolidated Reporting System Using CRS Consolidated reports The CRS allows you to generate the following consolidated reports, which are structured as shown in Figure 56 "Consolidated report structure" (page 190). Organizational Roll-Up Reports Entity Detail Report Entity Summary Report Figure 56 Consolidated report structure Organizational Roll-up Reports Organizational Roll-up Reports consolidate organizational billing information (for example, corporate, divisional, and departmental). The Organizational Roll-Up Reports folder contains a report for each level in your organizational hierarchy (for example, Corporation Roll-Up Report, Division Roll-Up Report, and Department Roll-Up Report). These reports provide a grouping of information based on the organizational level identified in the report name. For example, the Departmental Summary Report provides a grouping of information by department (for example, a report for Sales, Accounts, Administration, Engineering, and so on). The Engineering grouping displays a summary of all chargeable items incurred by any entity, person, or organizational

191 Using CRS 191 unit immediately attached to the Engineering node, such as the Engineering Manager, the Quality Assurance Team, and the Research and Development Team. The latter two are roll-ups of the chargeable items of their respective members. Entity Detail Report The Entity Detail Report consolidates the costs for the different entities (for example, employees, external parties, or roles and projects) from each of the supported Telephony Manager applications. By consolidating information in this manner, you can quickly and effectively determine entity costs. This report details a listing of individual billing costs within each Telephony Manager application for each entity. The entity s chargeable records for each application are listed under separate headings called sub-reports (for example, TBS and GCAS). Each of these sub-reports contains a detailed listing and a sub-report summary of the incurred costs for that application for that entity. These summary costs are then combined to produce a grand total cost/charge for that entity (that is, the sum of all the sub-report totals). Entity Summary Report The Entity Summary Report is fundamentally the same as the Entity Detail Report. However, unlike that report, the Entity Summary Report provides only a summary of consolidated bills for each entity in the organizational hierarchy. Generating reports ATTENTION All filters apply to all reports. You can either generate a report that incorporates all entity information from all the Telephony Manager applications, or you can define sub-reports. When you select sub-reports, you choose which Telephony Manager applications to include in the report, and their order of inclusion. This example includes a sub-report. Procedure 91 Generating an Entity Detail Report Step Action 1 From the navigator tree in the main window, do one of the following: To generate an Organizational Roll-up Report:

192 192 Consolidated Reporting System a. Select Organizational Roll-up Report. b. Select the report type from the list of report types applicable to you organization. To generate an Entity Detail Report, select Entity Detail Report. To generate an Entity Summary Report, select Entity Summary Report. 2 (Optional) Select sub-reports. a Right-click the dialog box. b Select Select Sub-report. c From the Available Applications list, select one or more of the available applications that you want to include as sub-reports (for example, TBS or GCAS). d Use the arrow keys next to the Available Applications list to move the applications to the Selected Applications list. e Order the chosen applications using the arrow keys next to the Selected Applications section. 3 Click OK to accept the settings, or click Cancel to return to the main window without changing the previous configuration. 4 (Optional) Select application-specific filters and sort definitions. ATTENTION All filters apply to all reports. You may also select filter and sort criteria that determine the data ranges that are reported on. These filter and sort options can be applied to each sub-report (for example, TBS or GCAS). a b c d From the navigator tree view in the main window, select the tree view node expander button. Select the application. To select a current reporting filter or sort option, select it from the corresponding Filter or Sort list. To add new filters or sorts for this application: 1. Click the ellipsis (...) next to the Filter field or Sort field. 2. In the Filter or Sort dialog box, click Add. You now have access to the application s own filter tabs or sort options. 3. Navigate the filter tabs or sort options to define your filtering or sorting criteria. e Click OK to save the filter or sort options, or click Cancel to return to the Filter or Sort dialog box without saving.

193 Using CRS Select output device. a b Click the report in the navigator tree view in the main screen. Select an output device from the Output Type list in the Output group box. The CRS can send reports to output devices, such as a printer (configured in the operating system), the PC screen, or to a file. To output your report to a file, select the appropriate file type from the Output Type list. Click the ellipsis (...) to the right of the File Name field. From the Save As dialog box, select the desired name and location for the output file. 6 (Optional) Select additional report filters or sort options in the Entity Detail Report Profile group box to add additional report filters and sort definitions. These are additional report filter or sort options, and are used over and above application-specific filter or sort options, detailed in step 2. 7 Do one of the following: To generate your report immediately, select File > Print, or click the Printer icon on the toolbar. To schedule the report to be generated at a specific date and time, select File > Schedule, or click the Schedule icon on the toolbar. --End--

194 194 Consolidated Reporting System

195 . Appendix TBS scripts 195 Contents This section contains the following topics: Introduction (page 195) Real-time CDR data collection (page 195) CDR data collection from MDR 2000 (page 195) CDR data collection from PollCat III and PollNet Netlink (page 196) CDR data collection from SEB II (page 197) Sample data collection (page 197) Introduction This section contains the script files used by the TBS to perform data collection. Select the script file that matches your data collection and processing requirements. Real-time CDR data collection The following script files are used for real-time CDR data collection from the Meridian 1(no buffer unit is required): SL1OLD.COL SL1NEW.COL Real-time data collection script for Old format CDR. Real-time data collection script for New format CDR. CDR data collection from MDR 2000 The following script file is used for data collection from an MDR 2000 buffer unit:

196 196 TBS scripts MDR2000.COL M2KIMG_SL1NEW.COL Data collection script, which collects New format CDR from MDR 2000 to produce normalized CDR (erases contents of buffer). MDR 2000 requires a chip that is compatible with X11 Release 23. Data collection script, which collects New format CDR from MDR 2000 to produce normalized CDR (erases contents of buffer). Use this script to collect B and X type records. The buffer must be configured to collect in image mode. Refer to the MDR 2000 ISD documentation for more information about configuring the buffer to image mode. ATTENTION Storing records in image mode reduces the number of records that can be stored in the buffer unit. If your buffer unit is nearing its maximum capacity, increase the polling frequency. M2KIMG_SL1OLD.COL Data collection script, which collects Old format CDR from MDR 2000 to produce normalized CDR (erases contents of buffer). The buffer must be configured to collect in image mode. Refer to the MDR 2000 ISD documentation for more information about configuring the buffer to image mode. ATTENTION Storing records in image mode reduces the number of records that can be stored in the buffer unit. If your buffer unit is nearing its maximum capacity, increase the polling frequency. CDR data collection from PollCat III and PollNet Netlink For the PollNet Netlink through FTP collection scripts, POLLNET_FTP_SL 1NEW.COL and POLLNET_FTP_SL1OLD.COL, you must: Access the Data Collection Configuration function. Set the Collection Type to Ethernet. Enter the following information: the IP address of the buffer unit the name of the file from which collection occurs after the IP address value (for example, :PNLAST) If a filename is not specified, then PNLAST is used as the default filename the required Logon Name and Password The following script files are used for data collection from the PollCat III and PollNet Netlink buffer units.

197 Sample data collection 197 POLLSL1NEW.COL POLLSL1OLD.COL POLLNET-SL1NEW.COL POLLNET-SL1OLD.COL POLLNET_FTP_SL1NEW.COL POLLNET_FTP_SL1OLD.COL Data collection script, which collects New format CDR from the PollCat III to produce normalized CDR. Data collection script, which collects Old format CDR from the PollCat III to produce normalized CDR. Data collection script, which collects New format CDR from the PollNet Netlink to produce normalized CDR. Data collection script, which collects Old format CDR from the PollNet Netlink to produce normalized CDR. Data collection script, which collects New format CDR from the PollNet Netlink through FTP to produce normalized CDR. Data collection script, which collects Old format CDR from the PollNet Netlink through FTP to produce normalized CDR. CDR data collection from SEB II The following script files are used for data collection from the SEB II buffer unit: SEBSL1NEW.COL SEBSL1OLD.COL Data collection script, which collects New format CDR from the SEB II to produce normalized CDR. Data collection script, which collects Old format CDR from the SEB II to produce normalized CDR. Sample data collection The following script file is used to collect CDR data from a sample file. This is used for testing purposes: SAMPLE.COL Data collection script, which collects sample CDR data from the sample file in the TBS directory.

198 198 TBS scripts

199 . Appendix TBS reports 199 Contents This section contains the following topics: Introduction (page 199) Windows reports (page 199) Web Navigator reports (page 222) Introduction Telecom Billing System (TBS) provides detailed reports that give you specific information about the telephone system s usage and costs that are associated with the entities in your organization. By providing statistics on your system, the reports help you assess the effectiveness of your telephone services. TBS reports can be accessed from the Telephony Manager Windows interface and the Telephony Manager Web interface. This section describes the reports provided by TBS, and provides several examples. Windows reports When you are creating Windows reports with filters, note that not all filters apply to all reports. Cost Analysis reports Extension Detail The Extension Detail Report, shown in Figure 57 "Extension Detail Report" (page 200), provides a detailed listing of calls and summary totals for each extension. If an external party s phone number matches the digits dialed, the external party s name is displayed in the comments field. If a match between the digits dialed and an external parties phone number does not exist, the comment field contains the call type.

200 200 TBS reports Figure 57 Extension Detail Report Extension Detail with Account Codes The Extension Detail Report with Account Codes, shown in Figure 58 "Extension Detail Report with Account Codes" (page 201), shows all the calls made from a particular extension. If an account code is used to make a call, this report shows the account code used and the owner of that account code in the comments field. If an account code is not used, the comments field shows the call type, for example, Local. Similar to the Extension Detail report, this report includes such information as digits dialed, location, and the call date, time, and duration. Each extension begins a new page on the report. The Extension Detail report with Account Codes report is based on the Extension Detail report.

201 Windows reports 201 Figure 58 Extension Detail Report with Account Codes Exceptional Chronological The Exception/Chronological Report, shown in Figure 59 "Exception/Chron ological Report" (page 201), provides a detailed listing of calls that match the specified filter criteria. It is useful for identifying exception calls, such as calls made to particular phone numbers or whose cost has exceeded a specific threshold. Figure 59 Exception/Chronological Report

202 202 TBS reports Entity Detail The Entity Detail Report, shown in Figure 60 "Entity Detail Report" (page 202), is similar to the Extension Detail Report and provides a detailed listing of calls and summary information for each user (Employee, External Party, or Role/Project) entered in the system. Outgoing, incoming, and internal calls are assigned to each user based on the extension from which the call was placed. Tandem calls can also be assigned to a user based on the trunk numbers on the call. If the trunks fall within one of the trunk ranges assigned to a user in the Corporate Directories, the call appears on that user s report. Figure 60 Entity Detail Report DNIS Summary The DNIS Summary Report, shown in Figure 61 "DNIS Summary Report" (page 202), summarizes the information in the DNIS Detail Report. It provides the number of calls made to each DNIS number and the total duration and cost of those calls. Figure 61 DNIS Summary Report

203 Windows reports 203 DNIS Detail The DNIS Detail Report, shown in Figure 62 "DNIS Detail Report" (page 203), provides details for each DNIS number used individually. It lists each call made to that number, which extension handled the call, the date, time, duration, and cost. If CLID information is available for the call, the report also displays the location from which the call was made. Figure 62 DNIS Detail Report Auxiliary ID Detail The Auxiliary ID Detail Report, shown in Figure 63 "Auxiliary ID Detail Report" (page 204), provides a detailed listing of calls and summary information for each Auxiliary ID or extension user (Employee, External Party, or Role/Project). Calls having an Auxiliary ID are charged back using the Auxiliary ID on the call, while calls with no Auxiliary ID are charged back using the extension on the call.

204 204 TBS reports Figure 63 Auxiliary ID Detail Report Authorization Code Detail The Authorization Code Detail Report, shown in Figure 64 "Authorization Code Detail Report" (page 205), provides a detailed listing of calls and summary information for each authorization code user (Employee, External Party, or Role/Project). Calls having no authorization code or an authorization code that is not assigned to another user are charged back using the extension on the call. If an external party s phone number matches the digits dialed, the external party s name is displayed in the comments field. If a match between the digits dialed and an external party s phone number does not exist, the comment field contains the call type.

205 Windows reports 205 Figure 64 Authorization Code Detail Report Account Code Summary The Account Code Summary Report, shown in Figure 65 "Account Code Summary Report" (page 205), provides a summary of calling statistics and call charges for each account code used for calls within the system. Figure 65 Account Code Summary Report

206 206 TBS reports Account Code Detail The Account Code Detail report, shown in Figure 66 "Account Code Detail report" (page 206), provides a detailed listing of calls and summary information for each user (Employee, External Party, or Role/Project) to which one or more account codes are assigned. Calls that do not have an account code are not included on the report. Figure 66 Account Code Detail report Account Code Detail with Employees The Account Code Detail with Employees report, shown in Figure 67 "Account Code Detail with Employees report" (page 207), shows details for calls made with your company s assigned account codes. It displays all of the calls made using a particular account code. Each call includes the extension from which the call was made along with the extension s owner. Calls that do not have an account code are not included in this report. Like the Account Code Detail report, this report includes such information as the extension number, employee name, digits dialed, and the call date, time, duration, and cost. This report is based on the Account Code Detail report.

207 Windows reports 207 Figure 67 Account Code Detail with Employees report Entity by Duration graph The Entity by Duration graph, shown in Figure 68 "Entity by Duration" (page 207), displays the duration of calls per entity. Figure 68 Entity by Duration

208 208 TBS reports Organizational Summary graphs Corporate Summary by Calls Cost Center Summary by Costs Department Summary by Duration Corporate Account Code Summary The Corporate Account Code Summary report, shown in Figure 69 "Corporate Account Code Summary report" (page 208), provides a summary of telephone usage rolled up to each organizational unit at the selected level in the Organizational Hierarchy. Calls are allocated to a unit based on the users (Employees, External Parties and Projects) assigned to that unit and its subunits. A user is responsible for all calls having an account code that is assigned to them. Calls that do not have an account code are not included on the report. Figure 69 Corporate Account Code Summary report Cost Center Authorization Code Summary This Cost Center Authorization Code Summary report, shown in Figure 70 "Cost Center Authorization Code Summary report" (page 209), provides a summary of telephone usage rolled up to each organizational unit at the selected level in the Organizational Hierarchy. Calls are allocated to a unit based on the users, (Employees, External Parties, and Projects) assigned to that unit and its subunits. Users are responsible for all calls made with their authorization code and also any calls made from any one of their primary extensions, when the authorization code on the call is either nonexistent or not assigned to another user.

209 Windows reports 209 Figure 70 Cost Center Authorization Code Summary report Department Entity Summary The Department Entity Summary report, shown in Figure 71 "Department Entity Summary report" (page 209), provides a summary of telephone usage rolled up to each organizational unit at the selected level in the Organizational Hierarchy. Calls are allocated to a unit based on the users (Employees, External Parties, and Projects) assigned to that unit and its subunits. A user is responsible for all normal calls made from any one of their primary extensions as well as those tandem calls which utilize a trunk that falls within a range of trunks assigned to those users. Figure 71 Department Entity Summary report

210 210 TBS reports Department Extension Summary The Department Extension Summary report, shown in Figure 72 "Department Extension Summary report" (page 210), provides a summary of telephone usage rolled up to each Organizational Unit at the selected level in the Organizational Hierarchy. Calls are allocated to a unit based on the users (Employees, External Parties, and Projects) assigned to that unit and its subunits. A user is responsible for all calls made from any one of their primary extensions. Figure 72 Department Extension Summary report Directory Information Role/Project Directory The Role/Project Directory report, shown in Figure 73 "Role/Project Directory" (page 210), lists the roles and projects that are entered in the Roles and Projects Directory. In addition to listing their names, the report also includes their extensions, account code, and organizational unit to which they are assigned. Figure 73 Role/Project Directory

211 Windows reports 211 External Party Directory The External Party Directory report, shown in Figure 74 "External Party Directory" (page 211), lists the external parties that are entered in the External Party Directory. In addition to listing their names, the report also includes their addresses, account codes and phone numbers. Figure 74 External Party Directory Employee Directory (by organizational unit) This Employee Directory report provides an alphabetic listing of the employees within their assigned organizational units. In addition to listing their names, the report also includes their extensions and job titles. Employee Directory (alphabetic) This Employee Directory report, shown in Figure 75 "Employee Directory report" (page 212), provides an alphabetic listing of the employees entered in the Employee Directory. In addition to listing their names, the report also includes their extensions, job titles and the organizational unit to which they are assigned.

212 212 TBS reports Figure 75 Employee Directory report Frequency Undispersed Verification The Undisbursed Verification report provides a detailed listing of calls that have no account code assigned to them. The calls on the report are grouped by the extension from which the calls were placed. After this report is printed, it can be used as a reference for assigning account codes back to these calls using the Call Database Editor. Location Summary The Location Summary report summarizes calling patterns by call location. The report includes the total count, duration, and cost of calls that are made to each location. Hold Time Detail The Hold Time Detail report provides a detailed listing of calls, including the amount of time the call was placed on hold. This report can be used to provide details of any unusually long calls appearing on the Hold Time Summary Report. Hold-time information is not available in the CDR of all phone systems. If this is the case for your phone switch, the Hold Time Report does not display any data.

213 Windows reports 213 Frequently Called Numbers The Frequently Called Numbers report summarizes calling patterns by digits dialed for outgoing calls and Calling Line Id for incoming calls. The report includes the number of times a phone number was dialed as well as the total duration and cost of the calls to that number. External Party Summary The External Party Summary report provides a detailed listing of calls that were made to external parties listed in the External Party Directory. Calls are assigned to an External Party when their phone numbers match the digits dialed in the call records. Duration Summary by Call Type graph The Duration Summary by Call Type graph, shown in Figure 76 "Duration Summary by Call Type" (page 213), displays the number and duration of calls by call type. Figure 76 Duration Summary by Call Type

214 214 TBS reports Call Duration Summary graph The Duration Summary Graph shown onfigure 77 "Call Duration Summary" (page 214) displays the duration of calls by DN. Figure 77 Call Duration Summary Digits Detail The Digits Detail report provides a detailed listing of calls and summary totals for each phone number dialed. Calling Area Summary The Calling Area Summary report summarizes calling patterns by NPA-NXX/dial code and location. The report includes the total count, duration, and cost of calls that are made to each of the NPA-NXX/dial code and location combinations.

215 Windows reports 215 Area Code Summary The Area Code Summary report summarizes calling patterns by area code. The report includes the total count, duration, and cost of calls that are made to each area code. Area Code Location Summary The Area Code Location Summary report summarizes calling patterns by area code and calling location. The report includes the total count, duration, and cost of calls that are made to each area code and location. Area Code Summary graphs (Calls, Costs, and Duration) The Area Code Summary graphs summarizes calling patterns by area code. The graphs display each for total count, duration, and cost of calls that are made to each area code. Location Summary graphs (Calls, Costs, and Duration) The Location Summary graphs display incoming and outgoing calling patterns by location. The graphs display each for total count, duration, and cost of calls made at each location. For example, the Location Summary by cost graph, shown in Figure 78 "Location by cost summary" (page 215), displays the costs of incoming/outgoing calls per location. Figure 78 Location by cost summary

216 216 TBS reports Surcharge Exception/Chronological Surcharge The Exception/Chronological Surcharge report provides a detailed listing of calls that match the specified filter criteria, and includes a breakdown of the total call cost into Cost, Surcharge, and Total Cost amounts. It is particularly useful for identifying exception calls, such as calls made to particular phone numbers or whose cost has exceeded a specific threshold. This profit version of the Exception/Chronological report provides a breakdown of the total call cost into Cost, Surcharge, and Total Cost amounts. Entity Surcharge Summary The Entity Surcharge Summary report sums up information on calls by Entity (Employee, External Party, Role/Project). The Entity value assigned to each call is based first on the Authorization Code associated with it for example the Authorization Code s Primary Entity. For calls without an associated Authorization Code, the Entity value assigned is the Billable Extension s Primary Entity. Tandem calls can also be assigned to an Entity based on the trunk numbers on the call. If the trunks fall within one of the trunk ranges assigned to an Entity in the Corporate Directories, the call appears within that Entity s data. Entity Surcharge Detail The Entity Surcharge Detail report, shown in Figure 79 "Entity Surcharge Detail report" (page 217), provides a detailed listing of calls and summary information including a breakdown of the total call cost into Cost, Surcharge and Total Cost amounts for each authorization code user/entity (Employee, External Party or Role/Project). Outgoing, incoming and internal calls are assigned to each Entity based on the authorization code used to place the call. Calls that have either no authorization code or an unassigned authorization code are charged back using the extension on the call. Tandem Calls can also be assigned to an Entity based on the trunk numbers on the call. If the trunks fall within one of the trunk ranges assigned to an Entity in the Corporate Directories, the call appears on that Entity s report.

217 Windows reports 217 Figure 79 Entity Surcharge Detail report Entity Surcharge Summary This Entity Surcharge Summary report provides a summary of telephone usage rolled up to each Organizational Unit at the selected level in the Organizational Hierarchy, and includes a breakdown of total call cost into Cost, Surcharge, and Total Cost amounts. Calls are allocated to a unit based on the Entities (Employees, External Parties, and Projects) assigned to that unit and its subunits. An Entity is responsible for all calls made with their authorization code and also any calls made from any one of their primary extensions when an authorization code on the call is either nonexistent or not assigned to another Entity. Tandem Calls can also be assigned to an Entity based on the trunk numbers on the call. If the trunks fall within one of the trunk ranges assigned to an Entity in the Corporate Directories, the call appears within that Entity s data. Utilities Trunk Diagnostic The Trunk Diagnostic Report, shown in Figure 80 "Trunk Diagnostic Report" (page 218), compares trunk ranges you have entered in the Telephone Configuration with the trunks that have actual call activity. The report lists all of the trunks that are entered in the Telephone Configuration but have no call activity as well as all of the trunks that have call activity but have not been entered in the Telephone Configuration.

218 218 TBS reports Figure 80 Trunk Diagnostic Report Configuration Report The Configuration Report, shown in Figure 81 "Configuration Report" (page 218), displays the system configuration and rating information entered in the Telephone Configuration. It can be used to review the cost configuration for each of the services defined in the Telephone Configuration editor. Figure 81 Configuration Report

219 Windows reports 219 System Configuration The System Configuration report, shown in Figure 82 "System Configuration report" (page 219), displays the configuration parameters that indicate how TBS processes, collects, and transmits call data. It also provides information about the various alarms and alarm thresholds configured in the system. Figure 82 System Configuration report Extension Diagnostic The Extension Diagnostic Report, shown in Figure 83 "Extension Diagnostic Report" (page 220), compares the extensions assigned to users (Employees, External Parties, Roles/Projects) in the Corporate Directories with the extensions that have actual call activity. The report lists all of the extensions that are listed in the Directories but have no call activity, as well as all of the extensions that have call activity but are not assigned to a user in the Directories.

220 220 TBS reports Figure 83 Extension Diagnostic Report Authorization Code Diagnostic The Authorization Code Diagnostic Report, shown in Figure 84 "Authorization Code Diagnostic Report" (page 220), compares the authorization codes assigned to users (Employees, External Parties, Roles/Projects) in the Corporate Directories with the authorization codes that were actually used on call records. The report lists all of the authorization codes that are listed in the Directories but are not used, as well as all of the authorization codes that are used but are not assigned to a user in the Directories. Figure 84 Authorization Code Diagnostic Report Account Code Diagnostic The Account Code Diagnostic Report, shown in Figure 85 "Account Code Diagnostic Report" (page 221), compares the account codes assigned to users (Employees, External Parties, Roles/Projects) in the Corporate Directories with the account codes that were actually used on call records. The report lists all of the account codes that are listed in the Directories but are not used, as well as all of the account codes that are used but are not assigned to a user in the Directories.

221 Windows reports 221 Figure 85 Account Code Diagnostic Report Traffic Reports Trunk Group Utilization graphs (Calls, Costs, and Duration) The Trunk Group Utilization graphs display trunk group utilization by calls, costs, and duration. For example, the Trunk Group Utilization by Duration graph, shown in Figure 86 "Trunk Group Utilization by Duration" (page 221), displays the incoming/outgoing calls and their duration by Trunk Group. Figure 86 Trunk Group Utilization by Duration Trunk Utilization The Trunk Utilization Report, shown in Figure 87 "Trunk Utilization Report" (page 222), provides call usage details for each trunk assigned to Trunk Groups or Services in the Telephone Configuration Database.

222 222 TBS reports Figure 87 Trunk Utilization Report Trunk Detail The Trunk Detail Report provides a detailed listing of calls and summary totals for each trunk line. Web Navigator reports The following reports are accessible from the Telephony Manager Web Navigator. Refer to Telephony Manager 4.0 System Administration (NN ) for more information. Cost Reports Extension Summary The Extension Summary report provides a summary of calls and totals for each extension. Clicking on any entity that is hyper-linked gives a detailed listing of calls for that entity. Authorization Code Summary The Authorization Code Summary Report, shown in Figure 88 "Authorization Code Summary Report" (page 223), gives total costs for calls made using an authorization code grouped by the prime owner. Authorization codes are not shown for security reasons. Clicking on any entity that is hyperlinked gives a detailed listing of calls for that entity.

223 Web Navigator reports 223 Figure 88 Authorization Code Summary Report Account Code Summary The Account Code Summary Report displays the total number of calls, sum of duration, and sum of cost. The account code s data is then grouped by the CostField which can be Internal, Local, LD (Long Distance) and so on. Clicking on any entity that is hyperlinked gives a detailed listing of calls for that entity. Level Reports Extension Roll-Up The Extension Roll-Up Report gives total costs for calls made using extensions grouped by the levels of the company Organizational Hierarchy. Clicking on any entity that is hyperlinked gives a detailed listing of calls for that entity. Authorization Code Roll-Up The Authorization Code Roll-Up Report, shown in Figure 89 "Authorization Code Roll-Up Report" (page 224), generates cost totals for calls made using an authorization code grouped by the company organizational levels Authorization Codes are not shown for security reasons. Clicking on any entity that is hyperlinked gives a detailed listing of calls for that entity.

224 224 TBS reports Figure 89 Authorization Code Roll-Up Report Account Code Roll-Up The Account Code Roll-Up Report generates cost totals for calls made using account codes grouped by the company s organizational levels. Clicking on any entity that is hyperlinked gives a detailed listing of calls for that entity. ATTENTION For account codes to be grouped, the prime owner must be assigned to the Organization node. Frequency/Digits Reports Frequently Called Numbers The Frequently Called Numbers Report, shown in Figure 90 "Frequently Called Numbers Report" (page 225), provides total number of times each telephone number listed was called and the total duration and cost of those calls. Clicking on the hyperlinked telephone number gives a detailed listing of those calls including who made them.

225 Web Navigator reports 225 Figure 90 Frequently Called Numbers Report Frequently Called Locations The Frequently Called Locations Report, shown in Figure 91 "Frequently Called Locations Report" (page 225), provides the total number of times each telephone location listed was called and the total duration and cost of those calls. Clicking on the hyperlinked telephone location gives a detailed listing of those calls including who made them. Figure 91 Frequently Called Locations Report

226 226 TBS reports Area Code Summary The Area Code Summary Report, shown in Figure 92 "Area Code Summary report" (page 226), lists the total number of calls, sum of duration, and sum of cost for each area code. Clicking on the hyperlinked area code displays a detailed listing of the calls including who made them for that area code. Figure 92 Area Code Summary report Ring Time by Time of Day The Ring Time by Time of Day Report summarizes calls within each half hour time period of the day. This report displays the total number of calls, the number of unanswered calls, the average time and maximum ring times for the unanswered calls, and the number of answered calls and average and maximum ring times for the answered calls. Clicking on the hyperlinked Time Period provides a list of detailed calls for that time period. Ring Time by Extension The Ring Time by Extension Report lists each extension that received calls within the Time Period selected from the previously displayed Ring Time Report by Time Period. Hold Time by Time of Day The Hold Time by Time of Day Report summarizes calls within each half-hour time period of the day and displays the total number of answered calls, the number of calls placed on hold, the total duration time for these

227 Web Navigator reports 227 calls, the average hold time and the maximum hold time. The time is in seconds, and overall totals, average, and maximum are provided. Clicking on the hyperlinked Time Period provides a detailed listing of the calls made during that time period. Hold Time by Extension The Hold Time by Extension Report, shown in Figure 93 "Hold Time by Extension Report" (page 227), is accessed by clicking on the hyperlinked Time Period from the previous report. All time is in seconds. Overall totals, hold time average, and hold time maximum are provided. Figure 93 Hold Time by Extension Report Trunk Reports Trunk Group Utilization The Trunk Group Utilization Report, shown in Figure 94 "Trunk Group Utilization Report" (page 228), provides call usage details for each Trunk Group or Service in the Telephone Configuration Database. This report gives total calls, total incoming and outgoing calls, total duration, and total costs. Clicking on the hyperlinked Trunk Group provides a list of each Trunk Group member.

228 228 TBS reports Figure 94 Trunk Group Utilization Report Trunk Utilization The Trunk Utilization Report, shown in Figure 95 "Trunk Utilization Report" (page 228), is accessed by selecting a Trunk Group link in the previous report. Clicking on the hyperlinked Trunk Group member provides a list of all calls made on that trunk member. Figure 95 Trunk Utilization Report Diagnostic Reports Extension Diagnostic The Extension Diagnostic Report lists all the extensions that are entered in the Telephone Configuration that have no call activity as well as all the extensions that have call activity but have not been entered in the Telephone Configuration.

229 Web Navigator reports 229 Trunk Diagnostic The Trunk Diagnostic Report, shown in Figure 96 "Trunk Diagnostic Report" (page 229), lists all the trunks that are entered in the Telephone Configuration that have no call activity as well as all of the trunks that have call activity but have not been entered in the Telephone Configurations. Figure 96 Trunk Diagnostic Report