CallShop Billing Administration Guide

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1 CallShop Billing Administration Guide Version:

2 Table of Contents Introduction...1 System Requirements...1 Conventions...1 Install the CallShop Billing Application...1 General Setup Options...4 Set Up Booths...7 Configure Your Quintum for Use with CallShop Billing...8 Quintum Installation...9 Quintum Configuration for CallShop...9 Radius Servers...11 VoIP Configuration:...12 Circuit Configuration...14 External Lines (ANI)...18 Set up your Business with CallShop Billing...19 Add Users...19 Delete Users...20 Rates...21 Add Rates Profile...21 Change Individual Rates...22 Using the Rates Calculator...23 Call Card Batches...24 Locate/Activate Card...28 Locate/Deactivate Card...28 Card History...29 Country Codes...29 Booths...32 Client ID...32 Reports...33 User Logon History...33 Calls Report...34 Top Destination Report...36 Minutes per Minute Report...37 Completion Report...38 Calls History...39

3 Introduction System Requirements PC: 1. Windows 2000 and above 2..NET Framework (download instructions below) Quintum: 1. Quintum from the AS/AX Series 2. Firmware version P and above Conventions This guide uses the following conventions: Commands and keywords are in boldface. Note: Indicates helpful suggestions or explanations. Note: Required fields are marked with a red star (*). If you leave a required field blank and click Save, you will not be able to continue to the next stage until it is filled in. Setting up CallShop Billing requires the following basic steps: 1. Install the CallShop Billing application and enter the appropriate parameters to work with your Quintum. 2. Configure your Quintum according to the parameters outlined in the quick-start guide below. 3. Use the CallShop Billing application to set up and manage your business. Install the CallShop Billing Application If you have purchased a license for CallShop Billing, insert the CD and install the program. You will need to insert the USB security key in order to operate more than two booths. If you are using the demo version and would like to obtain a licensed version, please contact your supplier. Note: CallShop Billing takes its date and time data from your computer. Check that your computer is set correctly for your local time zone. (Settings > Control Panel > Date and Time > Time Zone). Note: You must have admin access to your computer in order to install the CallShop Billing software. Note: The installation software includes a folder called Upgrade that contains a file called hasprus.exe, which will enable you to increase the number of licensed booths. Please contact us by for instructions when you wish to use this option. 1

4 Remember that when you upgrade you must add booths both to your call shop and to your gateway configuration, as described below. Note: To run the CallShop Billing application, you must have Microsoft's.NET framework installed on your computer. If the following screen pops up when you try to install CallShop, click Yes. Figure 1 Install.NET Framework You will be directed to Microsoft's download page. Download and install Microsoft.NET framework version 1.1 and continue with CallShop installation. Note: The.NET framework software is included in the CD for the licensed version. The CallShop Setup Wizard will guide you through the installation process. Read the license agreement. To continue installing the program click I agree and click Next. When the CallShop application is installed, an icon will appear on your desktop. Figure 2 CallShop Billing Icon Click the icon. The following screen will appear: 2

5 Figure 3 CallShop Billing Login The default login is as follows: User name: admin Password: Admin (case SENSITIVE) Note: It is recommended that you change your username and password later to protect your privacy. A USB security key is provided with your licensed copy of CallShop Billing. If you click the icon before inserting the key, you receive the following message. Insert the key to enable operation of additional booths. When the key has been inserted properly, you will receive a message about the number of booths you are licensed to operate. The CallShop Billing interface is extremely simple to use. The function of each icon will be explained below. 3

6 Figure 4 CallShop Billing Interface (for Admin Users) Note: The Status Bar at the bottom of the screen displays the name and log-in time of the current user. General Setup Options The first time you open CallShop, the following screen will appear. 4

7 Figure 5 CallShop Company Setup Options Enter the Name, Address, Phone, and Fax number of your call shop. From the drop down lists, select your Country and the Currency you will be working with, either United States dollars or Euros. Enter the Global rate you will be working with. The Global rate is the default rate you charge for all destinations/groups that have NOT been assigned a rate by you. This should normally be set to some high number such as $1.99 or $2.99 to help ensure that you do not lose money on calls to destination/groups for which you have not assigned a rate. If you check the Use thousands separator box, the default separator in your computer's regional settings will be used. You may override this by entering the separator of your choice in the Symbol box. Click the General tab. 5

8 Figure 6 CallShop General Setup Options This is where you configure the CallShop software to communicate with your Quintum. Authentication Port Number:1812 Accounting Port Number: 1813 Shared Secret: You must enter the identical secret in your Quintum. IP Address (Quintum): Enter the private IP address of your Quintum. Show booths in order: Select how you want the booths to be displayed on the screen, either side by side (Down>Right) or in a list (Right>Down). Licensed users also have the option of displaying booths in Simplified list format, as explained below. Hide last digits: Use this option to ensure privacy for your customers by hiding the last digits of the number dialed. You may hide from 0 to 5 digits. IVR model (prompts): Select Pre-Paid, Post-Paid IVR or Post-Paid (IVR = 4, ANI = 1). If you select Post-Paid (IVR =4, ANI =1) the end-user will not receive any IVR prompts. We recommend that you select the Pre-Paid IVR prompts, because they provide your customer with more information. Duration parameters according to company supplying minutes: Enter the initial and incremental durations used by your supplier (for example, 30/6, or 1/1). This information will be used only in reports. Note: You can open this dialog box by clicking Options > Systems in the menu or by clicking the Options icon: Click OK. in the tool bar. 6

9 Set Up Booths Click Options > Phone Booths to set up lines for your booths. Figure 7 Booth List Click the Edit icon you wish. to change the default Description and Phone ID if Note: The Phone ID MUST match the Phone ID used in configuring the Quintum. Click OK. Licensed users can add booths by clicking Options, the Phone Booths, and clicking the icon. Figure 8 Add Booth Add a Description and Phone ID. Click the icon and repeat the process for each booth added. Repeat this process (and add booths to your gateway configuration) each time you upgrade. 7

10 If you try to add more booths than your license supports, you will receive a message like the following: Figure 9 Maximum Booths Message To view booths in Simplified list format, click on the tab at the bottom of the booths display: Figure 10 Select Simplified List Format Tab The booths will now be displayed like this: Figure 11 Simplified List Format for Booths This format allows you to view the activity of many booths on the screen at once. Configure Your Quintum for Use with CallShop Billing Note: The following quick start guidelines are meant to supplement, not replace, the Quintum installation manual, which we recommend that you read carefully. 8

11 Quintum Installation 1. Install the Quintum as described in Chapter 3 of the Tenor AS User Guide: Suserguide.pdf 2. Connect to the console port of the Quintum as described on page 3-6 of the Tenor AS User Guide. 3. Assign an IP as described on page 3-9 of the Tenor AS User Guide. Note: When the following screen appears, enter "i" within 4 seconds to set a static IP. Figure 12 Set Static IP 4. Ping the Quintum's IP from your PC to verify the connection. 5. Install the Tenor Configuration Manager file from: 6. Use the Configuration Manager to log in to the Quintum. Click Add. Enter IP/ Description/ Login/ Password. Click Connect. Quintum Configuration for CallShop If this Advanced Explorer icon appears in the Configuration Manager GUI, click the icon to avoid the new set-up wizard feature and enable complete configuration. System-Wide Configuration 1. Dial Plan 9

12 Figure 13 System-Wide Configuration: General Dial Plan a. Specify Dial Plan Country: Generic CCITT b. Progress Tone Country: Choose preferred progress tone c. Minimum Dial Digit Length: 7 d. Maximum Dial Digit Length: 7 e. International Prefix: 011 and 00 f. All other fields must be empty. Click Confirm/OK. 2. Time Server 10

13 Figure 14 System-Wide Configuration: Time Server Add time servers to set the correct billing time. (For example, and ). Set the off-set to match your time zone. (We recommend setting the off-set to 0:0, which will prevent daylight-saving-time changes throughout the year). Click Confirm/OK. Radius Servers 1. Radius-User Server 11

14 Figure 15 Radius-User Server a. Shared Secret: This must be identical to the secret you entered in your CallShop Billing application. b. Retry count: 3 c. Billing Vendor: Cisco Compatible d. Accounting Type: 2 Start 2 Stop Accounting Messages e. Primary Server IP: The local IP of the computer running the CallShop software f. Primary Authentication port: 1812 g. Primary Accounting port: 1813 Click Confirm/OK. VoIP Configuration: Select one of the following configuration types and enter the appropriate information: 1. H323 Signaling Group 12

15 Figure 16 VoIP Configuration: H323 Signaling Group -or- Enter the GK address of your VoIP telephone provider only if your provider requires registration. Note: If you select CallExchange as your VoIP telephone provider, enter the user name and password provided by the account manager as follows: User Password Note: (Type the vertical bar symbol by holding down the shift key and typing backslash \). Click Confirm/OK. 2. VoIP Routing Static Route -1: Call Signal IP Address: The IP Address of the VoIP Carrier Gateway (Non register) Number Pattern: * priority: 10 Click Add. 13

16 Circuit Configuration 1. Line Routing Configuration > Hunt LDN Directories Figure 17 Hunt LDN Directories a. Create a new Directory for each Phone ID (Booth): Select Hunt LDN Directories > click the right mouse button > new > enter Click OK. b. Add a unique name for Hunt LDN Directory: 0001 Note: To add more booths (including when you upgrade), just create another HLDN (named 0002, for example) with a different Phone ID (0002, 0003, etc.). Figure 18 Enter Phone (Booth) ID The following screen will pop up. 14

17 Figure 19 Association Reminder Click No and follow the steps described for each booth you wish to add. You will associate the numbers later. 2. Line Circuit Routing Groups Figure 20 Line Circuit Routing Groups a. Create new LCRG named 0001: Select Line Circuit Routing Groups > click the right mouse button > new > enter

18 i. In the IVR tab choose Type 2: Prepaid Calling Card 1. Card Length: Variable 2. PIN Number length: 0 3. Disable Prompt: Play credit amount and time 4. IVR retries: select preference 5. Multi Session Pattern: ** 6. Pre-Authentication: ANI Based 7. Selected IVR Lang: English b. Go to Bypass/Hunt Tab Figure 21 LCRG Bypass Hunt i. Select and use the arrow key to add Hunt LDN Directory-0001 to the list of Selected Hunt LDN Directories Repeat this process for each booth. This process must also be repeated for each booth added when you purchase a license for more booths (upgrade). 3. Phone FXS/Line FXO Configuration 16

19 Figure 22 FXS/Line FXO Configuration (Check all check boxes to set the line to ONLINE) Click Confirm/OK. a. Analog Interface-Phone Figure 23 Analog Interface-phone 17

20 i. Click Edit, uncheck the FXS Channels, and Click OK ii. iii. iv. Add > 0001 and Click OK Associated Signaling Group : CAS Sig -Phone Associated Routing Group: Line Circuit Routing group v. Tick FXS Channel 1 > OK vi. Add > 0002 vii. viii. ix. Associated Signaling Group : CAS Sig Phone Associated Routing Group: Line Circuit Routing group Tick FXS Channel 2 > OK Repeat this process for each booth added when you upgrade. External Lines (ANI) To enable use of external lines (ANI), in the Trunk ID/Caller ID tab, for CallerID Type select: Use obtained caller ID, Otherwise, use area code + 1st LDN. Figure 24 Select Caller ID Type Click * to submit changes to Quintum. 4. Upload the IVR prompts to the Quintum a. Connect using an FTP client to the Quintum You can use Internet Explorer for that: 18

21 (Note: x.x.x.x is the Quintum IP; don't include the square brackets). b. Copy the English folder located on the CallShop CD /quintum/ivr/english (Note: The folder name "English" is case sensitive). Set up your Business with CallShop Billing When your Quintum has been configured to work with the CallShop Billing application, you are ready to set up and manage your business. Add Users To enable others to work in your call shop, you must give them access. CallShop Billing enables two access types: Admin and User. Anyone in the Admin group can access and make changes in any part of the application, including adding and deleting other Admins and Users. Those in the User group can only open booths and sell PIN codes. Click Users or the Users icon:. Figure 25 Current Users To Add a person to a group click. 19

22 Figure 26 Add User Enter the new User's First name, Last name, User name and Password, and select a Group: either User or Admin. Note: Non-admin users view a simpler interface, with limited options, as shown below. Figure 27 CallShop Regular (Non-Admin) User Interface Delete Users To Delete a person from a group, click removed. and select the person to be 20

23 Figure 28 Remove User? If you are sure you want to remove the user, click Yes. Note: If there is only one person with admin access and you try to delete him, you will receive the following message: "Cannot remove sole admin from the system." Rates CallShop Billing enables you to create multiple rate profiles. You may want to create exclusive rates for valued, repeat customers, call cards, or time-limited or destination-limited special deals. With our easy-to-use flexible pricing and built-in PIN generator (described in the Call Card Batches section), you are free to create products to suit your local market demand. Add Rates Profile Click Rates or shop or call cards. to create the Rates profile(s) you want to use in your call Figure 29 Rates Profiles 21

24 Click to add a new profile. Figure 30 Add Rates Profile Enter a Name and optional Description for the new rate profile. Select the Initial Duration and Incremental Duration that will apply in this profile. Initial duration is the minimum duration charged for any call. Incremental duration applies after the initial minimum duration has passed. For example: if the initial duration is set to 60 seconds, and the incremental duration is set to 15 seconds, and a 67 second call is placed by a client that is assigned this customer profile, the caller will be billed for 75 seconds: initial 60 seconds + 15 seconds incremental. If you will be charging VAT, check the VAT box and select the % to apply. To make this your default profile, check the Use as default profile box. Check Active to put the profile in use now. (You may want to create special profiles to activate later.) Click OK. Change Individual Rates Click Show rates to view (and add/edit/delete) your buy and sell rates for various countries and groups. Select All Countries or Select Countries and check the individual countries you want to work with. From the list, select the country/group rate you want to change. Click to edit a rate. 22

25 Figure 31 Edit Rate Select the rate you want to edit. Change the Buy and/or Sell rate and click OK. Repeat for each rate you want to edit. Using the Rates Calculator When the Show rates screen is open, the rates calculator icon appears in the tool bar. The rates calculator enables you to reset rates (copy from buy rates to sell rates), copy rates from one profile to another, calculate rates by adding a sum such as $0.02 to each buy rate selected or by adding a percentage to each buy rate selected. When you change a rate by percentage, you may select the Minimum markup/down and Maximum markup/down features. Select the minimum/ maximum amounts by which you want to change the rates in the profile you are editing. Figure 32 Rates Calculator Functions 23

26 The Rates Calculator makes it easy to create multiple rate profiles. For example, you might create a new profile for Call Cards, for which you want to charge 50% more than for calls made in your call shop with your default rate profile. 1. Create a new profile: Call Cards 2. Click Show rates 3. Click the rates calculator icon 4. Select Copy from profile and from the drop down list select your default rate profile 5. Click OK 6. Click Yes to update all the rates 7. Click the rates calculator icon 8. Click Add and %. Enter 50 in the numbers field and click OK 9. Click Yes to update all the rates Your Call Card profile rates are now set at 50% more than your call shop default. Call Card Batches CallShop Billing makes it easy to produce custom batches of prepaid call cards. First, create the profile(s) you want to use, as described above. Click Call cards > Batches or the Batches icon. Click to add a new batch. 24

27 Figure 33 Add New Batch Enter the batch Name and Description, and select which Profile will apply to this batch. Select the number of days that the card will remain valid after first activation. Select the number of days that the batch will remain valid after first activation. Select the number of digits (7-15) for the PIN numbers. Select the card value. Select the global rate. Click Save batch. 25

28 Figure 34 Generate PIN Numbers for Batch Select the number of cards in the batch. Click Generate numbers. Click Yes to generate cards. Figure 35 Export Numbers To activate batch immediately, select Add activate date now and select the date you want from the drop down list. Click Activate batch. Note: You may activate a batch in the Batches window by selecting it and clicking the icon. Similarly, you may deactivate a batch in the Batches window by clicking the icon. 26

29 If you want to print a list of the PIN numbers and the batch details for the batch you have just created, click Export numbers. Figure 36 Print or/and export Note: Select PIN code only if you want to export only the PIN codes. Select Activate/deactivate date & balance to export all the information about the batch. Figure 37 Printout of Batch Details You may export the file to the location of your choice and in the format of your choice. Click the icon, name and save the file. Click the icon to print the file. You can view batch details by clicking Batches and the show cards in the Batches screen. icon 27

30 Figure 38 Show Cards If the batch has been activated, you may activate an individual card here by double clicking in the Activate date window. You may deactivate an active card by double clicking in the Deactivate date window. Locate/Activate Card You may also locate and activate a card from an active batch by clicking the Activate Card icon in the tool bar. Enter the card number and click Find. Figure 39 Activate Card Select an activate date from the drop down menu and click OK. Locate/Deactivate Card You may also locate and deactivate a card from an active batch by clicking the Deactivate Card icon Find. in the tool bar. Enter the card number and click 28

31 Figure 40 Deactivate Card Select a deactivate date from the drop down menu and click OK. Card History To view the history of a Call Card, click the and click Find. icon. Enter the card number Figure 41 Card History The card history includes complete records of every call made using this call card, balance that has been added to the card, charges deducted from the card balance, as well and activation and deactivation dates. Country Codes CallShop Billing provides you a complete A-Z list of country dial codes. Click Countries in the menu or the Prefix. icon to Add, Edit or Delete a Country or a 29

32 Figure 42 Countries/Prefixes Click the first letter of a country's name or enter it in the search window: Figure 43 Search for Country. Select the country you want to work with, and select the Destination you wish to add/edit/delete. Figure 44 Edit or Delete Destination 30

33 Enter the new details in the fields and click OK. Click to add a prefix or to edit. Right click in the Destination field to Add or Edit a Destination. Right click in the Group field to Add, Edit or Delete a group. Figure 45 Edit Destination, Prefix, Group To delete a destination click. Figure 46 Remove a Destination Click Yes to remove the destination you have selected. To add a new country, click. Figure 47 Add New Country Enter the country name and click OK. 31

34 Booths To open the booths, click Show or the booth icon. Figure 48 Work with Booths In the panel of the booth you want to open, right click and click Open booth. Figure 49 Open Booth You may enter a Client ID. (This option is explained below.) Enter amount paid. Select rate profile for this caller and click OK. If you wish to charge the customer a rate other than the default, select it from the drop down list and click OK. Note: It is not possible to add payment while a call is in progress. Client ID You may assign IDs to your clients if you wish. Click Clients or the Client icon. 32

35 Figure 50 Client List Click to add a client. Note: It is also possible to add a client when you open a booth. Figure 51 Client Card A Client ID will be randomly generated. Add the client's name, address, and an ID number according to your choice. Click OK. This client will now appear in the client list, which is searchable by Client ID, Name, ID Number, and Address. This is useful for verifying the identity of a caller and in case the client has forgotten his or her Client ID. Note: You may search by entering just part of the client name or address, but for ID searches you must enter the entire number. Reports User Logon History CallShop Billing automatically creates a user log. To view the log of who was logged on when, click Reports > Logon or the icon. 33

36 Figure 52 Create Logon Report Select the Date, Hour, and Minute for which you wish to view the log. Select All users or make a Choice from the drop down list of one user whose log you wish to view. Click OK. Figure 53 User Logon Report Note: You may print, export, or search the text of the report. Calls Report CallShop Billing automatically creates a calls log. To view the calls report click Reports > Calls. 34

37 Figure 54 Select Calls Report Parameters Select the Date(s), Hour(s), Minute(s) you want to include. Select either All countries, or make a Choice of one country. If you choose one country, you can limit the report by choosing a particular Group. You may also choose a Destination within that group. You may limit your report by selecting Choice and entering one PIN code or one Booth Phone ID number. Note: To see the Phone IDs for each booth click Options > Phone booths > Booth list. You may limit your report by checking either Operator-enabled calls or PINcode-enabled calls. Select either All clients, or select Choice and click the icon. This opens the Client list. Double click to select a client. The client name will appear in the Calls report window. Select the Sort by function you prefer: Date/Time Booth/PIN Country Client name You may limit your report by checking Print subtotal and selecting from the drop down list: for each hour for each day for each week 35

38 for each month. Click OK. Figure 55 Calls Report Note: The key in the lower left-hand corner of the report explains the abbreviations: Originate: Dur Actual Duration [p] calls 'open booth' [c] calls 'Pin Code' Comp Dur Duration according to company supplying minutes Client Dur Duration according to your rate profiles Note: You may print, export, or search the text of the report. Top Destination Report CallShop Billing software enables you to see which destination is drawing the most traffic on any given day. This is useful for setting prices and designing special deals. 36

39 Figure 56 Top Destination Report Select the Dates, Hours, and Minutes for which you want to generate a report. You may Show up to 100 records. Check the Show chart box to create a chart. Click OK. Note: You may print, export, or search the text of the report. Minutes per Minute Report CallShop Billing software enables you to view how many minutes of traffic your call shop is generating at various times of the day. Figure 57 Select Date Select the date for which you want to generate a report and click OK. 37

40 Figure 58 Minutes per Minute Report Note: You may print, export, or search the text of the report. Completion Report The Completion Report provides ASR (Answer-Seizure Ratio: the ratio of successfully connected calls to attempted calls, also called Call Completion Rate) and ACD (Average Call Duration). Figure 59 Select Completion Report Parameters Choose the parameters to create the report you want. 38

41 Select either All countries, or make a Choice of one country. If you choose one country, you can limit the report by choosing a particular Group. You may limit your report by selecting Choice and entering one PIN code or one Booth Phone ID number. Note: To see the Phone IDs for each booth click Options > Phone booths > Booth list. You may limit your report by checking either Operator-enabled calls or PINcode-enabled calls. Select either All clients, or select Choice and click the icon. This opens the Client list. Double click to select a client. The client name will appear in the Completion report window. Select the Sort by function you prefer: Country/Date Country/Hour Booth/Date Booth/Hour Client/Date Client/Hour Client/Country Select the Period you want to include. Either click Today, Yesterday, This Week or Last Week, or select in the From and To drop down lists the Date, Hour and Minute. Click OK. The Completion report will list: Total calls, Successful calls, ASR and ACD. Calls History CallShop Billing automatically accumulates call history data for each call made. You may find it convenient to clear the history from time to time to enable your computer to run more efficiently. Click Calls History > Clear Calls History 39

42 Figure 60 Clear Calls History Select the date up to which you wish to clear the calls history. To save this data for later use click Save&Clear. Name and save the file. To view this data later, click Restore Calls History and select the file. Click Restore. To permanently clear the calls history click Clear. Figure 61 Delete Calls History Click Yes if you are sure you want to delete the records. Note: It is impossible to retrieve the data after deletion! 40

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