CTI Web Reports Version 7

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1 CTI Web Version Charmed-ME

2 Contents Table of Contents Part I Steps to be taken 2 Part II Introduction 4 Part III Installation 5 1 System requirements The installation... procedure 5 3 Activating... the Web 5 4 Starting the... Web 8 Logged in... as Administrator Change Admin... Password Part IV Configure... Call log Groups 12 2 Call log Groups Action Details... Action call... data Call log extensions Extension... details Action call... data Export call... log 19 5 Call Log... Top Ten 22 Longest Call... Total Calls... Longest Ringtime... Total Missed... Calls International... Calls CO line usage... External calls... Busiest Period Charmed-ME 1

3 Steps to be taken Steps to be taken if you are upgrading your current CTI Web to the new version of the CTI Webreports. Back-up server/clients, If you want to upgrade your CTI services software, Please make a back up of the data folder. (C:/Program files/charmed/cti bridge manager) After installing, the latest version copy this data folder (C:/program files/cti/cti services) back and all the required setting are still there. Check type of license, no PAN-xxx, CHM-Bxx license will support. Please contact Charmed-ME for license upgrade The CTI Client software updates/upgrades is designed in a way that you can overwrite older versions by just running the setup. Clean up server/clients In the Control Panel, double click add/remove programs Remove all CTI software (CTI Services and any other CTI program) Go to C:/program files/ Delete the CTI folder Go to the Start button from Windows and execute the run command. Open regedit and delete the whole Charmed part under HKEY_LOCAL_MACHINE, SOFTWARE delete the whole Charmed part under HKEY_CURRENT_USER, SOFTWARE Basic setup A typical basic - installation process with only one or more CTI Clients and/or Operator Consoles - can be described as follows (and in this order!) : 1. On the server: Establish a connection between the server on which the CTI software will be running and the PBX Install the latest Panasonic telephony software (Tapi Service Provider (TSP) and firmware (MPR)) on this server Reboot the server Install the latest CTI Services (Router, Manager, Repository, Transmitter) software Rebooting the server at this moment is not obligated, but preferred Check the basic working of the connection between the server and the PBX Do NOT install any CTI client software (CTI Client/Operator Console,) on the server. 2. On each client: Install the latest CTI Client software Reboot the client Check the connection with the CTI Services / PBX BEFORE installing any of the software, please read the configuration and installation parts of the specific manuals first! This can help you in understanding the architecture and track any issues, which may arise. Depending on the type of PBX, you can use one of the following connections: If using the (standard) USB connection between the PBX and the server on which the CTI Services will run, you first have to install the latest USB driver! 2

4 Steps to be taken 1.2. Install TSP (TAPI) Telephony software Always use the latest TSP and firmware. If a problem comes up and these versions are not installed, we will not take any action until upgraded. Your telecom reseller/dealer should always do implementing the latest firmware or software Reboot server Always REBOOT the server after installing the software Install the CTI Services As the CTI products are an integrated solution, ALWAYS use the latest CTI software combinations of the CTI services / CTI Client and any other CTI products, as obtained from the CD issued by CTI or published on the CTI Webpage s. Do not mix major versions or parts of the CTI Services (Router, Manager, Repository, and Transmitter) and/or CTI Clients or any other products, for that matter. If you want to upgrade only specific parts of the configuration. Additional Server Settings Set Network Power Save setting to off on CTIServer. Check for correct Time zone and synchronize server- and client times Additional client settings Set Network Power Save setting to off on each client. Check for correct Time zone and synchronize server- and client times If you have purchased the CTI Software or previous version then you will have a serial number which you are able to register in the CTI Manager. The appropriate PINCODE you are able to get from the internet PINCODE generator page. Please be aware that the CTI Software can run in demo mode. The reporting facility is only working for 30 days to give you an example of the reporting. 3

5 Introduction This manual describes the installation procedure for: CTI Web The is a web based reporting tool, which allows users to generate detailed reporting on both the Panasonic TDA groups as the extensions. 4

Installation To use the CTI Web, your PC should at least meet the following requirements: Part Operating system Processor RAM Hard drive (available space) Video card TAPI link Required database

6 Installation To use the CTI Web, your PC should at least meet the following requirements: Part Operating system Processor RAM Hard drive (available space) Video card TAPI link Required database Minimum requirements Windows 2000, Windows XP. Windows 2003 Minimum Pentium IIII 512MB 150 MB SVGA (min. 256 colors/800x600) Minimum 32 bits MY SQL The Web is an add on application to the Web server. Please be sure that all your CTI Services (CTI Manager, Router, Repository Server, Message Transmitter and Web Server) are configured properly and active before activating the. To make the connection between the CTI Services and your Panasonic TDA, please install the proper TAPI drivers. The drivers can be obtained via your Panasonic telecoms reseller. We advise to connect the CTI Services via an USB connection for TDA 15 or TDA 30. We strongly recommend to connect the CTI Services via a CTI Link Card for TDA 100, TDA 200 or TDA 600. The CTI Manager acts as a central license storage in the network. Web Report can get their license from the CTI Manager. Based on the license that are set in the CTI Manager, the clients will have access to certain items. When the CTI Manager is started for the first time it is without any installed licenses. A new license can be entered by clicking on the button. The next screen will be shown. 5

Installation Enter the license code that was received with the product. As soon as a correct code was entered the screen will expand and a reference code will be shown.

7 Installation Enter the license code that was received with the product. As soon as a correct code was entered the screen will expand and a reference code will be shown. Please contact the CTI-Factory Support desk to obtain a valid pincode based on the reference code. Note : Some licenses will not cause the reference code to appear. In this case the 'Unlock' button will become available. Simply press 'Unlock' to unlock your product. Enter the pincode and click 'OK' to add the license to the CTI Manager. 6

8 Installation The pincode has been accepted and the license is added to the CTI Manager. Repeat these steps to add multiple licenses to the CTI Manager, such as fax, voic and web functionality. 7

9 Installation To delete a license from the CTI Manager, click on the You will be asked for a confirmation to delete the selected license. button. Available licenses There are a number of licenses available for the CTI Manager. Please contact your distributor to learn more about the details and pricing on each of the licenses. First, start your internet browser and type in the IP address of the server PC that is running the CTI Webserver and specify the portnummer which has been entered in the Webserver. You will be prompted for a username and password. The administrator or a standard user can 8

10 Installation login. By default, the password for the username administrator is 'charmed' (this can be changed once you are logged in). Users can login with their username and password that they use for the CTI Client. In the following paragraphs is discussed what options you have as an administrator or as a standard user. 9

11 Installation When you are logged in as an administrator, you will see the following screen. At the left of the screen, a number of options are available. When you select an option, it will be loaded into the right part of the screen. Except for the option 'Logout', this option will logout the administrator and show a new login screen. 10

12 Installation The following page will be loaded when the 'Change Admin Password' option is selected. You can change the password by entering the old password and then the new password twice. Click on the 'Change Password' button to change the password. 11

13 The consists of 3 sections: 1) Call Log Group: Displays on the Incoming Call Distribution Groups of the Panasonic TDA 2) Call Log Extensions: Displays all call information made to or by the extensions directly. 3) Call Log Top 10; Are pre defined reports which provide the user with key information Note: Groups which have been called are automatically added, to the list and are therefore visible in the group configuration list. It takes 24 hours before the groups show into the calllog groups. Every 24 hours the system will make a upgrade to the database for automatically added group feature. To configure the groups manually, select 'Configure Groups' from the Call log group page At the following screen one is able to manage the groups of the TDA. Besides the normal groups, the overflow groups can also be defined. 12

To add a group. - enter the Called ID of the group, as configured in the Panasonic TDA. The other parameters can be ignored, these are used for overflow groups.

14 To add a group. - enter the Called ID of the group, as configured in the Panasonic TDA. The other parameters can be ignored, these are used for overflow groups. Display / Edit / Remove headers: Display: Show: display group log in report Hide: do not display group in report Edit: Edit the selected group. Remove: Remove the selected group. Note: Groups which have been called are automatically added, to the list and are therefore visible in the group configuration list. It takes 24 hours before the groups show into the calllog groups. Every 24 hours the system will make a upgrade to the database for automatically added group feature 13

Note: Groups which have been called are automatically added, to the list and are therefore visible in the group configuration list. It takes 30 minutes before the groups show into the calllog groups.

15 Note: Groups which have been called are automatically added, to the list and are therefore visible in the group configuration list. It takes 30 minutes before the groups show into the calllog groups. Every 30 minutes the system will make a upgrade to the database for automatically added group feature. Call log groups, allows a user to monitor the external calls which have been made to the Incoming Distribution Groups. After selecting Call log groups from the menu on the left, the available information will be shown. If you have configured more groups then are displayed - there is no data for these groups yet. Explanation of the table: Select the date/time for the first log Select the date/time for the last log Print the report which is currently displayed Displays the total overview Called Name Called ID Totals Calls Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Name of the Group ID of the Group Number of logged calls to the Group 14

Total Call Length Max Average Call Length Total Ring Time Average Ring Time Details Total Length of all logged calls Longest logged call Total Call length / Total calls Total Ring Time of all calls

16 Total Call Length Max Average Call Length Total Ring Time Average Ring Time Details Total Length of all logged calls Longest logged call Total Call length / Total calls Total Ring Time of all calls Total Ring Time / Total calls Displays the details per logged call Click 'details' to enter the call log details for this group. The group is specified: Explanation of the table: Displays directly the extension log for the selection Select the date/time for the first log Select the date/time for the last log Print the report which is currently displayed Displays the total overview Group Called ID Final ID Direction Action Total calls Total Call Length Max Average Call Length Total Ring Time Average Ring Time Details Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Name of the Group ID of the Group ID of group which answered call incoming or outgoing missed or connected Number of calls for this Action Total Length of all logged calls Longest logged call Total Call length / Total calls Total Ring Time of all calls Total Ring Time / Total calls Displays the details per logged call To specify the Action (Missed or Connected) select Details at the end of the row. 15

17 To display all available call data for this Action, select details at the end of the row. All call data for this Action is now available: Explanation of the call log highlighted: On December 20th 2005 at 17:44:00 there was a missed call from caller with phone number to Called ID 400. The Final ID was also 400. The ring time was 8 seconds. 16

18 Extension reporting shows all calls made and received by an extension form your telephone system. Including the caller ID's, length, etc.. To access the Call log extension, select the option from the menu. The call log from the current day is displayed, one is able to filter through the call log via the parameters. Explanation of the table: Select the date/time for the first log Select the date/time for the last log Print the report which is currently displayed Displays the total overview Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Select the extension Extension Name Extension Number of calls Total Call Length Max Average Call Length Total Ring Time Average Ring Time Details Name of the extension Number of the extension Number of logged calls from this extension Total Length of all logged calls Longest logged call Total Call length / Total calls Total Ring Time of all calls Total Ring Time / Total calls Displays the details per logged call 17

19 Per extension, all direct incoming and outgoing calls with an accompanying action (missed, connected) the extension are logged. Explanation of the table: Select the date/time for the first log Select the date/time for the last log Print the report which is currently displayed Displays the total overview Extension Name Extension Number of calls Direction Avtion Total Call Length Max Average Call Length Total Ring Time Average Ring Time Details Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Name of the extension Number of the extension Number of logged calls from this extension Outgoing or incoming Missed or connecetd Total Length of all logged calls Longest logged call Total Call length / Total calls Total Ring Time of all calls Total Ring Time / Total calls Displays the details per logged call 18

To display all available call data for this Action, select details at the end

All call data for this Action is now available: Explanation of the call log

an incoming call from caller 0703193467.

20 To display all available call data for this Action, select details at the end of the row. All call data for this Action is now available: Explanation of the call log highlighted: At December 19th :02:18 extension 101 (Peter R) received an incoming call from caller This caller was transferred by extension 105 (Alex). One is able to export the call data to Excel To access this feature, click the Export button on the top of the page Select Save 19

21 Open the file in Excel 2003, and select 20

22 One is now able to sort the call data - for instance call length, ring time, Caller ID, etc 21

The Call Log Top Ten are pre defined reports which provide the user with key information such as: Longest call information Total calls Longest ring time Total missed calls International calls CO line

23 The Call Log Top Ten are pre defined reports which provide the user with key information such as: Longest call information Total calls Longest ring time Total missed calls International calls CO line usage External calls Busiest period Basically per item, the Top Ten of records is displayed. Additionally users are able to modify this to a top 5, 25, 50, 100, or display all records. Per item the records are specified per group and per extension. 22

24 This page displays the longest calls known in the database. Longest calls are calls with the longest call length. Explanation of the table: Displays call log extension Displays call log groups Display longest calls specified by calls made to the groups (incoming only) Display longest calls specified by calls made by the extensions directly (incoming and outgoing) Select the date/time for the first log Date Time Select the date/time for the last log Select the number of top records to display Select incoming, outgoing, total or both (incoming and outgoing) calls Select internal, external, total or both (internal and external) calls Mark box to display top record of each extension Click reset to return to your first modification of the standard report Print the report which is currently displayed Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Date of the record Time record started 23

25 Extension Length Caller Called Redirection Extension number Length of record Caller ID Called ID Redirection ID Visualizes the longest record This page displays the total calls per group or extension. Total calls are all calls made to a group or received/made by an extension. Explanation of the table: Displays call log extension Displays call log groups Display total calls specified by calls made to the groups (incoming only) Display total calls specified by calls made by the extensions directly (incoming and outgoing) Select the date/time for the first log Select the date/time for the last log Select the number of top records to display Select incoming, outgoing, total or both (incoming and outgoing) calls Select internal, external, total or both (internal and external) calls 24

26 Click reset to return to your first modification of the standard report Print the report which is currently displayed Display total overview From date To date Extension Number of Calls Total Call Length Details Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Date first record Date of last record Extension number Number of calls Total length of all calls to this extension Provides the details of the record Visualizes the number of calls in percentages of total This page displays the longest ringtime. Ring time is the time the phone rings before the call is answered. Explanation of the table: Displays call log extension Displays call log groups Display longest ringtime specified by calls made to the groups (incoming only) 25

27 Display longest ringtime specified by calls made by the extensions directly (incoming and outgoing) Select the date/time for the first log Select the date/time for the last log Select the number of top records to display Select incoming, outgoing, total or both (incoming and outgoing) calls Select connected, missed or total Date Time Extension Ring time Caller Called Select internal, external, total or both (internal and external) calls Mark box to display top record of each extension Click reset to return to your first modification of the standard report Print the report which is currently displayed Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Date of the record Time record started Extension number Ring Time Caller ID Called ID Visualizes the longest ringtime 26

28 This page displays all missed calls. Missed calls are calls who are not answered by the group or extension. External calls which are not answered are also missed calls. Explanation of the table: Displays call log extension Displays call log groups Display missed calls specified by calls made to the groups (incoming only) Display missed calls specified by calls made to the extensions directly Select the date/time for the first log Select the date/time for the last log Select the number of top records to display Select incoming, outgoing, total or both (incoming and outgoing) calls Select internal, external, total or both (internal and external) calls Click reset to return to your first modification of the standard report Print the report which is currently displayed Display total overview From date To date Extension Number of Calls Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Date of first record Date of last record Extension or group number Number of calls 27

29 Total call Length Details Length of all calls Displays details of the records Visualizes the missed calls in percentages of total missed calls This page displays all international calls made and received by the extension, and received by the group. Explanation of the table: Displays call log extension Displays call log groups Display international calls specified by calls made to the groups (incoming only) Display international calls specified by calls made by the extensions directly (incoming and outgoing) Select the date/time for the first log Select the date/time for the last log Select the number of top records to display Select incoming, outgoing, total or both (incoming and outgoing) calls Click reset to return to your first modification of the standard report Print the report which is currently displayed Display total overview 28

30 From Date To Time Extension Number of Calls Total Call Length Details Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Date of first record Date of last record Extension number Number of calls Total length of all calls Details of the records Visualizes the international calls in percentages of total calls This page displays the CO line usage. Explanation of the table: Displays extension co line usage Displays groups co line usage Display CO line usage specified by calls made to the groups (incoming only) Display CO line usage specified by calls made by the extensions directly (incoming and outgoing) Select the date/time for the first log Select the date/time for the last log Select incoming, outgoing, total or both (incoming and outgoing) calls 29

31 Select connected, missed or total Click reset to return to your first modification of the standard report Print the report which is currently displayed Display total overview From To Number of Calls Number of CO Lines Details Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Hour from Hour to Number of calls in that time range Number of CO lines used Details of the records Visualizes the international calls in percentages of total calls This page displays all external calls made. It also offers the ability to filter through all call records. For instance, if management would like to have a report on all calls made and or received to and or from Amsterdam (area code 020) - set the 'Starting with' filter to 020, and all call records with 020 are displayed. Besides filtering on area code, filters can be set for mobile phone numbers, toll free numbers, etc. Explanation of the table: Displays call log extension Displays call log groups 30

32 Display external calls specified by calls made to the groups (incoming only) Display external calls specified by calls made by the extensions directly (incoming and outgoing) Select the date/time for the first log Select the date/time for the last log Select the number of top records to display Select incoming, outgoing, total or both (incoming and outgoing) calls Select connected, missed or total Enter digits you would like to see the calls from. EG enter 0900 to see all records that have 0900 in the number. Or enter the number of a customer to see how many calls were made to and from this number Click reset to return to your first modification of the standard report Print the report which is currently displayed Display total overview From Date To Time Customer Number of Calls Total Call Length Details Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Date of first record Date of last record External ID Number of calls to and from this external number Total length of all calls Details of the records Visualizes the external calls in percentages of total calls 31

33 This page displays the hours of the day with the number of calls. Explanation of the table: Displays extension co line usage Displays groups co line usage Display busiest hours specified by calls made to the groups (incoming only) Display busiest hours specified by calls made by the extensions directly (incoming and outgoing) Select the date/time for the first log Select the date/time for the last log Select incoming, outgoing, total or both (incoming and outgoing) calls Select connected, missed or total Click reset to return to your first modification of the standard report Print the report which is currently displayed Display total overview From To Number of Calls Details Export the log to Excel 2003 for tailor made reporting Click show after setting your parameters for the result Hour from Hour to Number of calls in that time range Details of the records 32

34 Visualizes the busiest period in percentages of total calls 33

Programming Manual KX-TVA50 KX-TVA200. Voice Processing System. Model No.

Programming Manual KX-TVA50 KX-TVA200. Voice Processing System. Model No. Programming Manual Voice Processing System KX-TVA50 KX-TVA200 Model No. Thank you for purchasing a Panasonic Voice Processing System. Please read this manual carefully before using this product and save