CC Supervisor. User's Guide Manual. Version 3.0

CC Supervisor User's Guide Manual Version 3.0

Poltys, Inc. 3300 N. Main Street, Suite D #160, Anderson, SC 29621-4128 +1 (864) 642-6103 www.poltys.com 2011 Poltys, Inc. All rights reserved. The information contained in this manual is based on information available at the time of publication and is subject to change without notice. Accuracy and completeness are not warranted or guaranteed. No part of this manual may be reproduced or transmitted in any form or by any means, including electronic medium or machine-readable form, without the express written permission of Poltys, Inc. Brand or product names are trademarks of their respective owners. V 3.0.0.37, March 2011

Contents OVERVIEW...5 INTRODUCTION...5 CONFIGURATION...5 CALL CENTER SUITE FEATURES COMPARISON...6 USING CC SUPERVISOR...7 STARTING CC SUPERVISOR...7 CC SUPERVISOR MAIN WINDOW...9 Overview...9 Main Menu...9 CONFIGURING THE GENERAL SETTINGS... 11 AGENTS DATA... 13 CALL COST...16 CHARGE SETTINGS... 18 General Charges... 19 Additional Types of Charges... 19 Additional Charges... 20 Taxes... 21 GENERATING REPORTS... 22 Reports... 22 Creating a Report... 24 CO Call Log Report... 24 Agent Based CO Call Report... 28 Call Trunk Report... 32 Incoming Caller ID Report... 35 Outgoing Dialed Number Report... 37 Call Ext Report... 40 Call DID Report... 43 Call Cost Report... 46 Account Code Report... 49 Department Report...52 Analysis Report... 55 Ext Charge Report... 57 Charge Report... 60 Weekdays Activity Report... 63 Week Call Activity Report... 65 Resource by Time Report... 68 Intercom Report... 70 Making the Report Settings... 72 CO CALL LOG... 75 Viewing CO Call Log Information... 75 Filtering the CO Call Log Information... 82 INTERCOM CALL LOG... 88 Viewing Intercom Call Log Information... 88 Filtering the Intercom Call Log Information... 92 APPENDIX: ACCOUNT CODE SETTINGS...94 GLOSSARY OF TERMS...96 PRODUCT SUPPORT...98

4 Contents - Blank Page -

Overview Introduction CCAccounting (Call Center Accounting) is a call-billing tool that provides: Call costs reporting Call logging System and Extension reports CCAccounting is the ideal tool for small/ medium business interested in overall monitoring and reducing call costs. CCAccounting supports only one Supervisor. The product is compatible with Panasonic KX-TDA/ TDE/ NCP IP-PBXs. CCAccounting supports only one CCSupervisor. Configuration The CC Supervisor application provides complete control over the call center environment by monitoring the agents, calls and related costs. It provides call history reports helping making decisions to increase the call center performance and minimize the telephony infrastructure costs. TCP/IP (Ethernet) CCServer Database CCSupervisor USB Panasonic IP-PBX Central Office

6 Overview Call Center Suite Features Comparison Key Features/ Product CCAccounting CCView Lite CCView Desktop Assistant CCPro Call Accounting Call Logging Call Monitoring Performance Graphs Historical Reports Call Recording Extended CRM Integration Screen Pops Multi-PBX

Using CC Supervisor Starting CC Supervisor To start CC Supervisor: 1. Run CC Supervisor from Start Programs G3 NOVA Communications CC Supervisor. If you are starting the CCSupervisor for the first time, a dialog will be displayed in order for you to choose the connection type to the CC Server (localhost or remote host). 2. The Access Code window is displayed, where the supervisor can type its own password (access code) different from any codes used by other supervisors. The default password is 1234 NOTE: If Remember Access Code is checked, the access code will be automatically saved on the current PC and you will never be asked for it. To reset this behavior, please use the Reset all remember credentials option from the File menu.

8 Account Code Settings 3. The CC Supervisor Log-In dialog will be displayed. Here, you have to type the password in order for the CCSupervisor application to connect to the CCServer. The default password is 1234 NOTES: You can change the CC Server location at every login by clicking on the Server Location button, before specifying the password. You can check the Remember my user credentials checkbox in order for the name and password for the connection to the CCServer to be saved on the current PC and will you never be asked for it. To reset this behavior, please use the Reset all remember credentials option from the File menu. 4. Click OK and the CC Supervisor main window is displayed.

Account Code Settings 9 CC Supervisor Main Window Overview After you logged-in with CC Supervisor, the main window opens like presented below. Main Menu The options available from CC Supervisor Main Menu are: File Edit View Window Help

10 Account Code Settings File Menu Menu Options Change Language Change Logo Description Allows the user to change the language of CCSupervisor interface Allows the user to change the logo picture on the reports Change Login Allows the user to change the login password. Valid value: 1-8 Password alphanumeric characters. Default: 1234. Change Agent Read- Allows the user to change the password for viewing the Agents Data. Only Password Valid value: 1-8 alphanumeric characters. Default: 1234. Change Agent Modify Password Allows the user to change the password for viewing and modifying the Agents Data. Valid value: 1-8 alphanumeric characters. Default: 1234. Change Delete Record Allows the user to change the password for deleting the records from Password the database inside the Call Logs sections. Valid value: 1-8 alphanumeric characters. Default: 1234. Reset All Remember Credentials Allows the user to reset all the private information like User name and Password used for connecting the CCSupervisor to the CCServer Change Access Code Allows the user to modify the access code. Valid value: 1-8 alphanumeric characters. Default: 1234. Reset Billing Information Exit Allows the user to reset all billing information used in the Call Cost Report, Ext Charge Report and the Charge Report Allows the user to exit and close the application Edit Menu Menu Options Cut Copy Paste Description Delete the current selection but save it to clipboard Copy to clipboard the current selection Copy to the current location the information existing in clipboard View Menu Menu Options Status Bar Views Description Show/ Hide Status Bar Show/ Hide the Views window Window Menu Menu Options Cascade Tile Arrange Icons The names of the opened windows Description Cascade all opened windows Arrange all opened windows in Tile mode Arrange the minimized windows icons opened inside the CC You can see a list with the opened windows, in their opening order

Account Code Settings 11 Menu Options Description Windows Opens a window where you can see the opened windows and perform actions such as Activate, Close, Minimize, and arrange (Cascade, Tile Horizontally, Tile Vertically) Help Menu Menu Option CC Supervisor Help Contents Index Search About CC Supervisor Description Open the CC Supervisor Help window with the Contents section in the left pane Opens the CC Supervisor Help with the Index Opens the CC Supervisor Help with the Search section, allowing you to lookup for a particular term Opens the About CC Supervisor window Configuring the General Settings To access the General Settings window click the Settings button in Views>Configuration.

12 Account Code Settings Here you can set, according to your preferences, the following items: Date and Time Settings allows you to select the format you want the time information to be displayed (for example, the Ring Time field in the ACD>Call Log section) Other Settings allows you to configure Abnormal Call Threshold, the Supervisor extension and mail. This information is used in the Performance Graphs and the ACD Tree sections Abnormal Call Threshold Time an incoming call is abnormal if it exits the system before the Threshold Time expires Supervisor Extension it is used for monitoring the calls NOTE: This set Supervisor extension has the monitor option available in the ACD Tree section. Supervisor Mail it is used for email notifications when the counter threshold is surpassed and when the CCServer is disconnected from the PBX Timers Format Options select the time measurements units used in the system Email Server for Reports set the SMTP mail server information which will be used to automatically e-mail the scheduled reports, set in the Reports section. In order for the scheduled reports e-mailing feature to work properly with all e-mail servers, all the following settings must be provided:

Account Code Settings 13 Server Name the name or the IP address of the SMTP server where the Supervisor holds a mail account (e.g. Relay.EU.net) Port the port number used by the e-mail server to send mails (by default, and generally used - port number 25). Do not modify the default value (25) if you are not sure that the server uses another port for SMTP messages Account the name of the mail account Password the password of the mail account Email Address the mail address of the current account (e.g. Supervisor@eu.net) To set the Date Format, choose from the dropdown list in the Date and Time Settings section between: DD/MM/YYYY MM/DD/YYYY YYYY/MM/DD To set the Time Format, choose from the dropdown list in the Date and Time Settings section between the 12 hours and 24 hours format. To set the Timers Format, select one of the following from the Timers Format Options: Seconds (ss) Minutes (mm:ss) Hours (hh:mm:ss). To set the Abnormal Call Threshold Time, insert the number of seconds to prescript when a call is abnormal or when it is not. Agents Data This section allows you to add/ modify a department for each Agent. To access the Agents Data window click on the Agents Data shortcut in Views>Configuration> Agents Data For security reasons the Agents Data is password protected. The default password is 1234.

14 Account Code Settings Now, the Agents Data window is displayed. You can see a list with all the Agents Names, Extensions and the fields necessary for call recording. NOTE: If you click on any field from the Name, Extension, Department menu, the selected field will be vertically sorted.

Account Code Settings 15 The table below describes the main operations you can perform on Agents: Item The The Initial Date Update Date The The Previous button Next button Apply button Export button Description Allow you to select the previous Agent in the list. Allow you to select the next Agent in the list. Displays the date on which the Agent data is registered for the first time. Displays the date on which the existing data has been changed the last time. Used to save your changes for a particular Agent configuration. Allow you to export the Agents information for further processing. You can view/modify for each Agent the fields used for the Agent application: Department optionally you can assign Agents to department, even if the Agents belong to different Groups. The Department field does not interfere with the Groups defined inside the PBX.

16 Account Code Settings Call Cost To access the Call Cost window, click on the Call Cost shortcut in Views> Configuration> Call Cost. The Call Cost section allows you to assign a cost per minute to a telephone number prefix. If necessary, you can set the minimum call duration. The information defined inside the Call Cost section is used for creating the Call Cost Report. You can view/modify the fields used for calculating the call cost: Dialed No. Pattern the dialed number prefix Cost the call cost per Minute or Flat Rate for the whole call Minimum Call Duration if set and the call lasts less, then there is no cost for the call The table below describes the main operations you can perform on Call Costs: Item The The The Add button Delete button Update button Description Allow you to add a new Dialed No. Pattern and cost Allow you to delete Dialed No. Pattern and its associated cost Allow you to modify the selected Dialed No. Pattern or cost The Change Min Call Duration Allows you to change the minimum call duration

Account Code Settings 17 To add a new call cost 1. Fill in the phone number prefix and cost per minute 2. Click the Add button to save the call cost To update a call cost 1. Select the call cost from list 2. Modify the call cost 3. Click the Update button to save the change(s) To remove a call cost select the call cost from the list and click the Delete button. NOTE: When adding a Dialed No. Pattern you can insert one or more x. For example, you can add Dialed No. Pattern 90x which means all dialed numbers starting with 901, 902 up to 909.

18 Account Code Settings Charge Settings To access the Charge Settings window, click on the Charge Settings shortcut in Views> Configuration> Charge Settings. The Charge Settings section allows you to assign a specific charge to multiple types of services your company provides. These are the areas where you can make your settings regarding the charges your company uses: General Charges Additional Types of Charges Additional Charges Taxes. See below a detailed description for each Charge Settings area.

Account Code Settings 19 General Charges In the General Charges area, you are able to add/modify/delete a charge for a standard service your company provides to customers. To add a new general charge, click on the Charges list: icon and a new item will be created in the General Item Name type the name for the standard service you provide to your customers Qty type the requested quantity for the provided service. For example, in a hotel, the room rate is a standard service and it is requested for 7 days Price per Unit type the price for one unit of the provided service. For example, in a hotel, pick the room rate for a day Charge Excl. Taxes displays the total rate for the general service provided excluding the taxes. To delete an existing charge, select the charge from the list and click on the button. To modify an existing charge, just select it and modify one or more fields, as you prefer. Additional Types of Charges In the Additional Types of Charges area, you are able to add/modify/delete a charge for an additional service your company can provide to your customers.

20 Account Code Settings To add a new additional type of charge, click on the Additional Types of Charges list: icon and a new item will be created in the Charge Name type the name for the additional service you can provide to your customers Price per Unit type the price for one unit of the provided service. For example, in a hotel, pick the air conditioning rate for a day. To delete an existing type of charge, select it from the list and click on the button. To modify an existing type of charge, just select it and modify one of the fields, as you prefer. Additional Charges In the Additional Charges area, you are able to assign one or more charges for additional services to an extension and to modify or to delete the selected charges for the services your company additionally provides to your customers. To add a new additional charge, click on the Charges list: icon and a new item will be created in the Additional Pick from the dropdown list the extension for which you want to create additional charges Item Name select from the dropdown list the type of the additional service you want to provide to your customers Qty type the required quantity for that service Price per Unit displays the price for one unit of the provided service. For example, in a hotel, this field will show the air conditioning rate for one day Charge Excl. Taxes the total charges for all the specified units of the service provided without taxes. To delete an existing charge, select it from the list and click on the button. To modify an existing charge, just select it and modify the item name or the quantity for the provided service, as you prefer.

Account Code Settings 21 To clear all the entries from the Additional Charges list, click on the Clear All button. NOTE: Take in consideration that the General Charges are automatically applied to all extensions unlike the Additional Charges that are applied only to the selected extensions. Taxes In the Taxes area, you are able to add one or more taxes that will apply to charges and to modify or to delete the selected taxes. To add a new tax, click on the icon and a new item will be created in the Taxes list: Tax Name type a name for the tax you want to apply to the pricing of the services provided by your company Percentage(%) type the percentage value which will apply to the total charges excluding taxes. To delete an existing tax, select the tax from the list and click on the button. To modify an existing tax, just select it and modify one of the fields, as you prefer.

22 Account Code Settings Generating Reports Reports The Reports feature provides various call statistics for the requested time period. The reporting feature of CC Supervisor allows generating multiple types of custom reports. To access the Reports window, click on the Reports button in the Views>Monitor window: You can choose from a list of report types from the Reports window, which you can customize according to the information you need to achieve: CO Call Log Report lists all calls monitored from either all CO trunks or a group of trunks identified by the same DDI/DID/MSN during a user selected time period. Agent Based CO Call Report lists all calls monitored from user-selected extension(s) (Agent(s)) during the user selected time period. Call Trunk Report provides a summary for the total number of calls, Talk Time and Wait Time for each trunk. Incoming Caller ID Report provides a summary for the total number of incoming calls, Wait Time and Talk Time for each Caller ID.

Account Code Settings 23 Outgoing Dialed Number Report provides a summary for the total number of calls and Talk Time for each dialed number. Call Ext Report provides a summary for the total number of outgoing calls and Talk Time for each extension. Call DID Report provides a summary for the total number of calls and Talk Time for each DID. Call Cost Report provides a summary for call costs and Talk Time for each extension. Account Code Report provides a summary for call costs foe each account code. Department Report provides a summary for total number of calls for each department. Analysis Report - provides a statistic analysis for calls in a specific period of time. Ext Charge Report provides a summary for call costs for each extension and extended additional charges. Charge Report provides a summary for call costs for each extension and additional charges. Intercom Report provides a summary for total number of intercom calls for each extension. You can show/ hide the Report Properties control area by clicking on the specific button. The Report Properties area is presented below.

24 Account Code Settings Creating a Report 1. Select the desired report from the list 2. Choose the report general settings, such as: Report date selection, Paper format, Schedule options, etc. 3. Click on the Create Report button CO Cal l Log Report The CO Call Log Report lists all calls monitored from either all CO trunks or a group of trunks identified by the same DDI/DID/MSN during a user selected time period. Use the CO Call Log Report to see detailed information about every call the system handled The chart shows the percentages of call types The distribution graph shows the distribution of calls grouped by call types over the selected time period CO Call Log Report Fields 1. Select the CO Call Log Report from the left pane reports list 2. Click the Field Chooser button. A Field Chooser window will be displayed, according to the report type (for Portrait orientation the maximum number of Chosen fields is 7 and for Landscape is 9) Date/Time displays the date and time the call arrived in the ACD Queue or the Agent Trunk the CO line number used for that call Status - displays the call status (ACD, Non ACD, Lost ACD, Abnormal, Out) Ring Time the length of time the Agent extension has rang while the call has been left unanswered

Account Code Settings 25 Wait Time the length of time the call waited in the ACD Queue and rang at Agent (Queue Time + Ring Time) Caller ID the Customer phone number Caller Name available only if it is received from the CO Call Log ID every call the system handles receives an ID number Completion Time the moment of time the call was ended Customer Not used Incoming/Outgoing direction of call Dialed Number the number the Customer dialed DDI/DID/MSN the DDI/DID/MSN data (number) from the public exchange (CO) DNIS Dialed Number Identification Service is a service sold by telecommunication companies to corporate clients that lets them determine which telephone number was dialed by the customer. ANI Automatic Number Identification is a feature of telephony intelligent network services that permits subscribers to display or capture the billing telephone number of a calling party. Call Result Not used Call Result Description Not used Talk Time the length of time the call was in conversation with Agents Hold Time - the total time a call was placed on hold by the Agent Queue Time the period of time spent waiting in the ACD Queue Call Duration the total time spent in the system from the moment the call entered until it exits the system (Wait Time + Hold Time + Talk Time) Number of Overflowed the number of times the call was transferred because of overflow Number of No Answered the number of calls not answered Number of Transferred the number of times the call was transferred from one Agent to another extension (Agent) Number of Conference a conference is a call with at least 3 participants. Number of Conference increases every time when a call changes from 2 to 3 participants.

26 Account Code Settings CO Call Log Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the CO Call Log Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used

Account Code Settings 27 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4 If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. DI D/DDI Filtering Notes If you want to filter by multiple DID you can separate them by comma

28 Account Code Settings Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits. Agent Based CO Call Report The Agent Based CO Call Report lists all calls monitored from user-selected extension(s) (Agent(s)) during the user selected time period. For each Extension you can see an activity summary: Calls in the total number of incoming calls for the selected time period Talk Time In the total talk time for incoming calls Calls Out the total number of outgoing calls Talk Time Out the total talk time for outgoing calls Use the Agent Based CO Call Report to see detailed information about every call from the extension point of view The chart shows the percentages of call types The distribution graph shows the distribution of calls grouped by call types over the selected time period Agent Based CO Call Report Fields 1. Select the Agent Based CO Call Report from the left pane reports list 2. Click the Field Chooser button. A Field Chooser window will be displayed, according to the report type (for Portrait orientation the maximum number of Chosen fields is 7 and for Landscape is 9)

Account Code Settings 29 Agent Name the name of the Agent that handled the call Agent No Answer from only in case that the call was not answered by the Agent it was delivered to, and it was transferred to the No Answer Destination Agent Transferred from the name of the Agent that transferred the call Agent Transferred to the name of the Agent the call was transferred to ANI Automatic Number Identification Call Log Agents ID Not used Extension the extension that handled the call Call Result Not used Call Result Description Not used Call Duration the total time spent in the system from the moment the call entered until it exits the system Call Log ID every call the system handles receives an ID number Caller ID the Customer phone number Caller Name available only if it is received from the CO Completion Time the moment of time the call was ended Conference Yes/No depending on the situation if a conference was set up during the call conversation or not Group Overflowed From the ACD group the call was overflowed from Customer displays the full Customer name (First, Middle and Last) Date/Time displays the date and time the call arrived in the ACD Queue or the Agent DDI/DID/MSN the DDI/DID/MSN data (number) from the public exchange (CO) Dialed Number the number the Customer dialed DNIS Dialed Number Identification Service Extension/Dialed Number Conference the extension or the dialed number for the conference Extension/Dialed Number Transferred to the extension or the dialed number the call was transferred to Extension No Answer from the extension number of the Agent the call was transferred from in case of No Answer Extension Transferred from the extension number of the Agent that made the transfer Group Name the name of the group Hold Time - the total time a call was placed on hold by the Agent Incoming/Outgoing type of call No Answer Yes/No depending on the situation if the call wasn t answered by the Agent the call was delivered to, during a specified period (No Answer Timeout) Queue Time the period of time spent waiting in the ACD Queue

30 Account Code Settings Ring Time the length of time the Agent extension has rang while the call has been left unanswered Status - displays the call status (ACD, Non ACD, Lost ACD, Abnormal, Outgoing) Talk Time the length of time the call was in conversation with Agents Transferred- Yes/No depending on the situation: if the call was transferred to another extension or not Trunk the CO line number used for that call Agent Notes Not used Customer Request Not Used Wait Time - the total time that the call waits until it is answered (speed of answer). 3. Click OK to save your configuration You will be able to see in your customized report only the selected information fields. Agent Based CO Call Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Extension Call Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents

Account Code Settings 31 ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not Used Caller ID is fill-in with the appropriate information of the desired Customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the Customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Customer Request is Not used

32 Account Code Settings Agent Notes is Not used Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call. 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits. Call Trunk Report The Call Trunk Report provides a summary for the total number of calls, Talk Time and Wait Time for each trunk. Charts Total No Of Calls For Each Trunk shows the total number of calls for each Trunk Total Talk Time (Min) For Each Trunk shows the total Talk Time (in minutes) for each Trunk Total Wait Time (Min) For Each Trunk shows the total Wait Time (in minutes) for each Trunk Call Trunk Report Fields For each Trunk, the report will contain the following fields: Trunk the CO line number Total No Of Calls the total number of calls for the Trunk Queue Time the total Queue Time for the Trunk Wait Time the total Wait Time for the Trunk Talk Time the total Talk Time for the Trunk Avg Wait Time the average Wait Time for the Trunk Hold Time the total Hold Time for the Trunk

Account Code Settings 33 Call Trunk Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Call Trunk Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used

34 Account Code Settings 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller Name is fill in with the desired Caller Name Caller ID is fill-in with the appropriate information of the desired Customer (the Caller ID stored in the internal database, set in the Customer Data section) CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the Customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call. 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits.

Account Code Settings 35 Incoming Caller ID Report The Incoming Caller ID Report provides a summary for the total number of incoming calls, Wait Time and Talk Time for each Caller ID. Charts Total No Of Calls For Each Caller ID shows the total number of calls for each Caller ID Total Wait Time (Min) For Each Caller ID shows the total Wait Time (in minutes) for each Caller ID Total Talk Time (Min) for Each Caller ID shows the total Talk Time (in minutes) foe each Caller ID Incoming Caller ID Report Fields Caller ID - the customer phone number Total No Of Calls the total number of calls from the Caller ID Queue Time the total Queue Time for the Caller ID Wait Time the total Wait Time for the Caller ID Talk Time the total Talk Time for the Caller ID Avg Wait Time the average Wait Time for the Caller ID Hold Time the total Hold Time for the Caller ID Incoming Caller ID Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Incoming Caller ID Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window

36 Account Code Settings 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used 4. Click the Next button

Account Code Settings 37 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller Name is fill in with the desired Caller Name Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Outgoing Dialed Number Report The Outgoing Dialed Number Report provides a summary for the total number of calls and Talk Time for each dialed number.

38 Account Code Settings Charts Total No Of Calls For Each Dialed No the total number of calls for each Dialed Number Total Talk Time (Min) For Each Dialed No the total Talk Time (in minutes) for each Dialed Number Fields Dialed No the number the customer dialed Total No of Calls the total number of calls for the Dialed number Talk Time the total Talk Time for the Dialed number

Account Code Settings 39 Outgoing Dialed Number Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Outgoing Dialed Number Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Call Result is Not used

40 Account Code Settings 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is fill-in with the desired customer name (the Customer Name stored in the internal database, set in the Customer Data section) CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Call Ext Report The Call Ext Report provides a summary for the total number of outgoing calls and Talk Time for each extension. Chart Total No Of Calls for each Extension the total number of calls for each extension

Account Code Settings 41 Total Talk Time (Min) for each Extension the total Talk Time (in minutes) for each extension Fields Extension the extension number Total No of Calls the total number of calls for the extension Talk Time the total Talk Time for the extension Call Ext Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Call Ext Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Call Result is Not used

42 Account Code Settings 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller Name is fill in with the desired Caller Name Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call 6. Click Finish to enable your configuration

Account Code Settings 43 CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits. Call DID Report The Call DID Report provides a summary for the total number of calls and Talk Time for each DID. Charts Total Call Number for each DID the total number of calls for each DID Total Talk Time (Min) for each DID the total Talk Time (in minutes) for each DID Fields DDI/DID/MSN the DDI/DID/MSN data (number) from the public exchange (CO) Total No of Calls the total number of calls for each DID Talk Time the total Talk Time for each DID Call DID Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Call DID Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window

44 Account Code Settings 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used 4. Click the Next button

Account Code Settings 45 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits.

46 Account Code Settings Call Cost Report The Call Cost Report provides a summary for call costs and Talk Time for each extension. Charts Call Cost for each Extension the total call cost for each extension outgoing calls Total Talk Time (min) for each Extension the total Talk Time (in minutes) for each extension outgoing calls Call Cost Report Fields Extension the extension number Agent the Agent name Total Talk Time the total Talk Time for the extension Total Cost the total cost for the extension Dialed No the number dialed by the extension for the outgoing call Date/Time - the date and time of the call Call Cost ($) the call cost Talk Time the Talk Time for the call (the length of time the call was in conversation with Agents) Call Cost Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Call Cost Report from the left pane reports list

Account Code Settings 47 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Call Result is Not used Call Cost ($) is select a condition for this parameter

48 Account Code Settings 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits.

Account Code Settings 49 Account Code Report The Account Code Report provides a summary for call costs foe each account code. Charts Call Cost For Each Account Code Call cost per Account Code Total Talk Time(Min) For Each Account Code the total Talk Time. Account Code Report Fields Dialed No Date/Time Call Cost Talk Time the length of time the call was in conversation with Agents For each Account Code you can see an activity summary: Account Code the account code set inside the PBX Total Talk Time the total talk time Total cost the total cost Account Code Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Account Code Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window

50 Account Code Settings 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter 4. Click the Next button

Account Code Settings 51 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is fill-in with the desired customer name (the Customer Name stored in the internal database, set in the Customer Data section) Caller Name is fill in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits.

52 Account Code Settings Department Report The Department Report provides a summary for total number of calls for each department. Charts Total no of Calls for each department the total number of calls Total Talk Time (Min) for each department the total Talk Department Report Fields Department the department Total no of Calls the total number of calls for the department Talk Time the length of time the call was in conversation with Agent(s) Department Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Department Report from the left pane reports list

Account Code Settings 53 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Agents select the desired agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected agents ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used

54 Account Code Settings 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call 6. Click Finish to enable your configuration CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits.

Account Code Settings 55 Analysis Report The Analysis Report provides a statistic analysis for calls in a specified period of time. Charts Wait Time Indicator the total number of calls grouped by the waiting time Talk Time Indicator the total number of calls grouped by the talk time (in minutes) Lost Calls Indicator the total number of lost calls grouped by the period of time they spent waiting and they weren t answered Lost Calls by Months the number of lost calls grouped by the month Talk Time by Months the Talk Time in minutes grouped by the month Average Waiting Time by Months the average waiting time grouped by the month. Analysis Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Analysis Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs Agents select the desired Agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected Agents

56 Account Code Settings ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used 4. Optionally enable the desired additional filter(s), which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller ID is fill-in with the appropriate information of the desired Customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill-in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the Customer dialed)

Account Code Settings 57 DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call. 5. Click Finish to enable your configuration. CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits. Ext Charge Report The Ext Charge Report provides a summary for call costs for each extension and extended additional charges. Ext Charge Report Fields Extension the extension number Agent the Agent name Total Talk Time the total Talk Time for the extension Total Cost the total cost for the extension Dialed No the number dialed by the extension for the outgoing call Date/Time - the date and time of the call Call Cost ($) the call cost Talk Time the Talk Time for the call (the length of time the call was in conversation with Agents) Charge Name - the name of the general/additional service your company provides to customers Quantity - the requested quantity for that service Charge Value - the price for one unit of the provided service Total (excl. tax) - the total charges for all the specified units of the service provided without taxes Tax Name the name of the tax Tax Value (%) - the percentage value which will apply to the total charges excluding taxes General Cost - the total rate for the general services provided excluding the taxes Additional Cost - the total rate for the additional services provided excluding the taxes Total (excl. taxes) - the total value for all charges Total Cost the total value of costs including taxes.

58 Account Code Settings Ext Charge Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Ext Charge Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension

Account Code Settings 59 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill-in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call. 6. Click Finish to enable your configuration. CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10.

60 Account Code Settings Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits. Charge Report The Charge Report provides a summary for call costs for each extension and additional charges. Charge Report Fields Extension the extension number Agent the Agent name Total Talk Time the total Talk Time for the extension Total Cost the total cost for the extension Date/Time - the date and time of the call Call Cost ($) the call cost Charge Name - the name of the general/additional service your company provides to customers Quantity - the required quantity for that service Charge Value - the price for one unit of the provided service Total (excl. tax) - the total charges for all the specified units of the service provided without taxes Tax Name the name of the tax Tax Value (%) - the percentage value which will apply to the total charges excluding taxes General Cost - the total rate for the general services provided excluding the taxes Additional Cost - the total rate for the additional services provided excluding the taxes Total (excl. taxes) - the total value for all charges Total Cost the total value of costs including taxes.

Account Code Settings 61 Charge Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Charge Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension

62 Account Code Settings 4. Click the Next button 5. Optionally enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill-in with the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call. 6. Click Finish to enable your configuration.

Account Code Settings 63 CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits. Weekdays Activity Report The Weekdays Activity Report provides a summary of the calls (Total, Lost, Responded) broken-down by each day of the week. Charts Weekdays Activity Chart the number of Total / Lost Calls/ Responded calls broken-down by each day of the week. Weekdays Activity Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Weekdays Activity Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs

64 Account Code Settings Agents select the desired Agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected Agents ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used 4. Optionally enable the desired additional filter(s), which you can see in the Call Advanced Filter Additional window: Customer is Not used Caller Name is fill-in with the desired Caller Name Caller ID is fill-in with the appropriate information of the desired Customer (the Caller ID stored in the internal database, set in the Customer Data section) CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to)

Account Code Settings 65 Dialed number is fill-in with the desired number (the number the Customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call. CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits. Week Call Activity Report The Week Call Activity Report provides a summary of the calls (Total, Lost, Responded) broken-down by hourly intervals of the day. Charts Week Call Activity Chart the number of Total/ Lost/ Responded calls broken-down by hourly intervals of the day. Week Call Activity Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Week Call Activity Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window

66 Account Code Settings 3. Enable the filtering keys according to your needs Agents select the desired Agents in the dropdown list. In this case you will see in your report the information only for the calls handled by the selected Agents ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension Ring Time(s) is select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) is select a condition for this parameter Talk Time(s) is select a condition for this parameter Hold Time(s) is select a condition for this parameter Status is select the type of the call status you want to filter with Call Result is Not used 4. Optionally enable the desired additional filter(s), which you can see in the Call Advanced Filter Additional window:

Account Code Settings 67 Customer is Not used Caller Name is fill-in with the desired Caller Name Caller ID is fill-in with the appropriate information of the desired Customer (the Caller ID stored in the internal database, set in the Customer Data section) CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is fill-in with the desired number (the number the Customer dialed) DDI/DID/MSN is - the DDI/DID/MSN data (number) from the public exchange (CO) Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing is type of call. CO Filtering Notes If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Dialed Number Filtering Notes If you want to filter by dialed numbers containing more than 10 digits, you can type the filtering criteria #10. This will return all numbers containing minimum 10 digits.

68 Account Code Settings Resource by Time Report The Resource by Time Report provides a summary of login duration of the selected Agents/ ACD Groups/ Extensions, broken-down by hourly intervals of the day. Charts Resource by Time Chart login duration (minutes) of the selected Agents/ ACD Groups/ Extensions, broken-down by hourly intervals of the day. Resource by Time Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information: 1. Select the Resource by Time Report from the left pane reports list

Account Code Settings 69 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Agents select the desired Agent(s) from the dropdown list. In this case, you will see in your report only the information related on the calls handled by the specified Agent(s) ACD Groups select the desired groups from the dropdown list. In this case you will see in your report the information related on the calls handled by the specified ACD Groups Extensions - select the desired extension(s) from the dropdown list. In this case, you will see in your report only the information related on the calls handled by the specified extension(s)

70 Account Code Settings 4. Click the Next button 5. Click Finish to enable your configuration Intercom Report The Intercom Report provides a summary for total number of intercom calls for each extension. Charts Total no of Calls for each extension the total number of calls for all (or only the selected) extensions Total Talk Time (Min) for each extension the total talk time for each extension Intercom Report Fields Total Talk Time the total talk time for all (or only the selected) extensions Total no of Calls the total number of calls for all (or only the selected) extensions Extension the extension number Total no of Calls the total number of calls for the extension Talk Time - the length of time the call was in conversation with Agents Intercom Report Filter The filtering criteria are displayed on the first page of the report. To choose the filtering criteria for the report information:

Account Code Settings 71 1. Select the Intercom Report from the left pane reports list 2. Click the Filter button. A filter dialog will be displayed, Call Advanced Filter window 3. Enable the filtering keys according to your needs. Extensions select the desired extension from the dropdown list. In this case your report will provide information on the calls handled only by the specified extension 4. Click the Next button

72 Account Code Settings 5. Click Finish to enable your configuration. Making the Report Settings All the settings described below will be applied to the selected report in the list. To set the period of time the report will be generated choose in the Report Date Selection section between Today, This week, This month, Yesterday, Last Week, Last Month or Custom Interval. If you choose a Custom Interval, you will have to set the Start Date/Time and End Date/Time, too. To generate a chart in your report, according to your report settings, set the Chart on option To generate a call distribution graph (ACD, Lost ACD, Abnormal, Out, Non ACD) in your report set the Distribution on option To select your report paper size, choose between Letter and A4 in the Paper Size field.

Account Code Settings 73 To select your report paper orientation, choose between Portrait and Landscape in the Orientation field. You can see in the right panel a preview of the report to be printed, according to the settings made when configuring the desired report. Changing the logo picture in the report CC Supervisor allows you to set your own logo on the ACD Reports. The supported formats are bmp and jpg. To change the logo picture: 1. Go to: File> Change Logo 2. Browse and select the picture you want to set as logo 3. Click on the Open button Now, on every report you create the logo picture you have selected will appear.

74 Account Code Settings Saving a report 1. Make the desired settings for the report 2. Click the Create Report button. The Report Viewer window will be displayed 3. In th e Report Viewer window choose the Export Report button 4. Choose the format and destination of the report (select from the dropdown list Disk file to save the report on disk) 5. Choose the export options, you can save all the report pages or just a part of the report 6. Choose the destination where to save the report 7. Click on the Save button.

Account Code Settings 75 CO Call Log Viewing CO Call Log Information To view call log information, click the CO Call Log button in the Views>Monitor window. You have two options here: CO Based a list of call log information based on Customer data. Agent Based a list of call log information based on the Agent data. The Lost calls are highlighted in red. Item Lookup field <enter lookup key> Description Used to search a particular Agent, Group, and Customer etc. Choose from the list the field in order to perform search Fill-in with the particular information of the searched item according to the chosen Lookup field. Refer to the table bellow for further explanations. The The The The button The Find button Refresh button Filter button Field Chooser Print button After you choose the Lookup field and enter the lookup key, click this button Use this button to refresh the information displayed Use this button to choose filtering criteria for the displayed data Use this button to select the visible fields Use this button to print the call log information

76 Account Code Settings Item The The The Export button Clear button Export button Schedule Description Use this button to delete the information, you can choose to: Delete from the List the records will be erased from the list, but they are still stored in the database Delete from the Database all the records displayed in the list will be erased from the database Use this button to save the information, the file type is.csv (comma separated values) Use this button to create a schedule for exporting the CO Call Log information The Export Bottom View button Use this button to save the information presented in area below the call list. In the table bellow you can see explanations about the look up fields for Call Log - CO Based: Field Customer Look up key Any alphanumeric string or substring (e.g. John or Joh) Caller ID Any numeric string or substring (e.g. 5553535 or 555) Caller Name Dialed Number Trunk DDI/DID/MSN DNIS ANI Date/Time Date Time Year Month Day Ring Time (s) Queue Time (s) Talk Time (s) Wait Time (s) Hold Time (s) Call Duration (s) Number of Overflowed Any alphanumeric string or substring (e.g. John or Joh) Any numeric string or substring Any numeric string or substring Any numeric string or substring Any numeric string or substring Any numeric string or substring Use the given format for Date/Time (dd/mm/yyyy hh:mm:ss) Use the given format for Date (dd/mm/yyyy) Use the given format for Time (hh:mm:ss) Any numeric string Any numeric string Any numeric string Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string

Account Code Settings 77 Field Number of No Answered Number of Transferred Number of Conference Look up key Any numeric string Any numeric string Any numeric string In the table bellow you can see explan ations about the look up fields for Call Log - Agent Based: Field Agent Name Group Name Look up key Any alphanumeric string or substring (e.g. John or Joh) Any alphanumeric string or substring Extension Any numeric string or substring (e.g. 1001 or 01) Customer Caller ID Caller Name Dialed Number Trunk DDI/DID/MSN DNIS ANI Date/Time Date Time Year Month Day Ring Time (s) Queue Time (s) Talk Time (s) Wait Time (s) Hold Time (s) Call Duration (s) Any alphanumeric string or substring Any numeric string or substring Any alphanumeric string or substring Any numeric string or substring Any numeric string or substring Any numeric string or substring Any numeric string or substring Any numeric string or substring Use the given format for Date/Time (dd/mm/yyyy hh:mm:ss) Use the given format for Date (dd/mm/yyyy) Use the given format for Time (hh:mm:ss) Any numeric string Any numeric string Any numeric string Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) Any numeric string (the total number of seconds you are searching for, no matter of Timers Format Options value) When you select a call from the list, more information about that call can be seen in the lower half of the CO Call Log window. To sort the CO Call Log information click on a column header, Ring Time for example.

78 Account Code Settings NOTE: If in the PBX the Distribution algorithm is set to Ring All for a group then the Agent Name field will be All if the call is lost.

Account Code Settings 79 To choose the CO Call Log CO Based information fields to be displayed: 1. Click the CO Based tab 2. Click the Field Chooser button. The Select visible fields window will be displayed 3. Select the desired fields in the CallLog CO Fields section, from the following: Call Log ID every call the system handles receives am ID number Date/Time displays the date and time the call arrived in the ACD Queue or the Agent Completion Time the time the call was completed Customer displays the full customer name (First, Middle and Last) Caller ID every call the system handles receives an ID number Caller Name available only if it is received from the CO Incoming/Outgoing type of call Status - displays the call status Dialed Number the number the customer dialed DDI/DID/MSN the DDI/DID/MSN data (number) from the public exchange (CO) DNIS Dialed Number Identification Service ANI Automatic Number Identification Trunk CO line number used for that call Call Result Not used Incoming/Outgoing type of call Talk Time the length of time the call was in conversation with Agents Wait Time the length of time the call waited in the ACD Queue and rang at Agent (Queue Time + Ring Time) Hold Time the total time a call was placed on hold by the Agent Ring Time the length of time the Agent extension has rang while the call has been left unanswered Queue Time the period of time spent waiting in the ACD Queue

80 Account Code Settings Call Duration the total time spent in the system from the moment the call entered until it exits the system Number of Overflowed - the number of times the call was transferred because of overflow. Number of No Answered the number of times the call wasn't answered Number of Transferred the number of times the call one Agent transferred the call to another extension (Agent) Number of Conference a conference is a call with at least 3 participants. Number of Conference increases every time when a call changes from 2 to 3 participants. 4. Select in the Call Log Agent Fields section, the call log extended information fields that will be displayed in the bottom of the window, from the following: Call Log ID - every call the system handles receives an ID number Date/Time displays the date and time the call arrived in the ACD Queue or the Agent Completion Time the time the call was completed Agent Name - the name of the Agent that handled the call Group Name - the group name Extension - the extension number Call Result Not used Ring Time the length of time the Agent extension has rang while the call has been left unanswered Talk Time the length of time the call was in conversation with Agents Wait Time the total time that the call waits until it is answered ( speed of answer) Hold Time - the total time a call was placed on hold by the Agent Queue Time the period of time spent waiting in the ACD Queue Transferred Yes/No No Answer Yes/No Conference Yes/No Group Overflowed From - only if the call overflowed from another ACD Group Agent No Answer From - only in case that the call wasn t answered by the Agent it was delivered to, and it was transferred to the No Answer Destination Extension No Answer From the extension number of the Agent the call was transferred from in case of No Answer Agent Transferred From the name of the Agent that transferred the call Extension Transferred From the extension number of the Agent that made the transfer Agent Transferred To the name of the Agent the call was transferred to Extension/Dialed Number Transferred To the extension or the dialed number the call was transferred to Extension/Dialed Number Conference the extension or the dialed number for the conference

Account Code Settings 81 Customer Request Not used Agent Notes Not used 5. Click OK to enable your configuration To choose the CO Call Log Agent Based information fields to be displayed: 1. Click the Agent Based tab 2. Click the Field Chooser button. The Select visible fields window will be displayed 3. Select the desired fields in the CallLog Fields section. For the description of each field see the previous procedure 4. Click OK to save your settings

82 Account Code Settings Filtering the CO Call Log Information You may not need to see all the call log information. In that case, you can filter the data according to your preferences, for both CO and Agent Based (for example, if you want to see the CO Call Log information for two particular ACD Groups during a specified period of time). To choose the filtering criteria for the CO Call Log information: 1. Click the Filter button. The Call Log Advanced Filter window will be displayed 2. Enable the filtering keys according to your needs. You have the following options: Agents select the desired agents in the dropdown list. In this case you will see the information only for the calls handled by the selected agents ACD Groups select the desired groups from the dropdown list. In this case you will see the information related on the calls handled by the specified ACD Groups Extensions select the desired extension from the dropdown list. In this case you will see the information on the calls handled only by the specified extension Ring Time(s) select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) see the description of the Ring Time parameter Talk Time(s) see the description of the Ring Time parameter Hold Time(s) see the description of the Ring Time parameter Status is select the type of the call status you want to filter with Call Result is Not used

Account Code Settings 83 Start Date/Time select the start date and time for the beginning of the period you want the information to be displayed End Date/Time select the end date and time for the end of the period you want the information to be displayed Today enable Today to see only the information about the calls for the current day This Week enable This Week to see only the information about the calls for the current week This Month enable This Month to see only the information about the calls for the current month Call With Voice Recording select this option in order to see only the information regarding the recorded calls. NOTE: If you choose to filter the CO Call Log by Extensions, please note that the extensions displayed in the dropdown list are already ascendant sorted. 3. Click the Next button Optionally, enable the desired additional filter(s) which you can see in the Call Advanced Filter Additional window: Customer is displays the full customer name (First, Middle and Last) Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) Caller Name is fill in the desired Caller Name CO (Trunk) is fill-in with the name of the Central Office (the phone company that a local phone or phone system is connected to) Dialed number is the number the customer dialed DDI/DID/MSN is the DDI/DID/MSN data (number) from the public exchange (CO)

84 Account Code Settings Transferred is Yes/No Conference is Yes/No No Answer is Yes/No Incoming/Outgoing type of call 4. Click the Finish button to perform the operation Filtering Note When you select more than one filtering criteria, for example Ring Time is Greater 60 and Talk Time is Less 120, only the information about the calls that have both Ring Time is Greater 60 and Talk Time is Less 120 will be displayed. If no calls fulfill the selected conditions no information will be displayed. CO Filtering Note If you want to filter by CO Trunks 1,2,3 and 4 you can type the filtering criteria 1-4. If you want to filter by CO Trunks 1,2,3,4 and 10 you can type the filtering criteria 1-4,10. Managing CO Call Log Information Here you can find the instructions for performing the following operations on the CO Call Log information: Printing Exporting to a specified file Deleting records Scheduling data exports To print the generated CO Call Log information click the Print button and make the appropriate settings. To export the data to a file: 1. Click the Export button. The Save as window will be displayed 2. Browse for the file or folder where you want the information to be saved. Type the file name in the appropriate field. The file type is.csv (comma separated values) 3. Click the Save button to finish the operation To delete the displayed information: 1. Click the Clear button 2. You can choose to: Delete from the List the records will be erased from the list, but they are still stored in the database Delete from the Database all the records displayed in the list will be erased from the database 3. Only when Delete from the Database option is chosen, the Loose data window is displayed, requiring for a confirmation:

Account Code Settings 85 4. Choose OK and enter your password inside the corresponding field: NOTE: The default password is 1234 and can be modified under the File>Change Delete Record Password menu. 5. Choose OK and the CO Call Log CO Based entries displayed are deleted from the database. To create an export schedule: 1. Click the Schedule Export button. The Call Log Export Schedule window will be displayed 2. Add to Schedule option is automatically selected if no schedule was defined yet. 3. Make your time selection and choose between Hourly at minute Daily at time Weekly Monthly on day Custom Interval every

86 Account Code Settings 4. Click on the Open button and the Save as window is displayed 5. Browse for the file or folder where you want the information to be saved. Type the file name in the appropriate field. The file type is.csv (comma separated values). Click the Save button to finish the operation 6. Click on the OK button in order for the schedule to be added NOTES : Use the Test Schedule button in order to test the current schedule settings. The export schedule attributes are not saved therefore you need to select the attributes values every time you open the export schedule window.

Account Code Settings 87 To delete an export schedule: 1. Click the Schedule Export button. The Call Log Export Schedule window will be displayed 2. Delete Schedule option is automatically selected if there is a schedule previously defined. 3. Click on the OK button and the chosen schedule will be deleted. NOTE: The schedule attributes displayed by the window do not represent the values established when the export schedule was defined.

88 Account Code Settings Intercom Call Log Viewing Intercom Call Log Information To view Intercom Call Log information, click the Intercom Call Log button in the Views>Monitor window. The Intercom Call Log displays all the internal calls. In the table below you can see the main operations you can perform: The The button The The Item Refresh button Field Chooser Print button Clear button Description Use this button to refresh the information displayed Use this button to select the visible fields Use this button to print the call log information Use this button to delete the information, you can choose to: Delete from the List the records will be erased from the list, but they are still stored in the database Delete from the Database all the records displayed in the list will be erased from the database

Account Code Settings 89 The Export button Use this button to save the information, the file type is.csv (comma separated values) To choose the Intercom Call Log information fields to be displayed: 1. Click the Field Chooser button. The Select visible fields window will be displayed 2. Select the desired fields, from the following: Call Log ID every call the system handles receives am ID number Date/Time displays the date and time the call arrived in the ACD Queue or the Agent Completion Time the time the call was completed Extension - the extension number Agent Name - the name of the Agent that handled the call Caller ID/Dialed No the number of the phone the caller Incoming/Outgoing type of call Talk Time the length of time the call was in conversation with Agents Wait Time the length of time the call waited in the ACD Queue and rang at Agent (Queue Time + Ring Time) Hold Time the total time a call was placed on hold by the Agent Ring Time the length of time the Agent extension has rang while the call has been left unanswered Queue Time the period of time spent waiting in the ACD Queue Call Duration the total time spent in the system from the moment the call entered until it exits the system

90 Account Code Settings Managing Intercom Call Log Information Here you can find the instructions for performing the following operations on the Intercom Call Log information: Printing Exporting to a specified file Deleting records To print the generated Intercom Call Log information, click the Print button and make the appropriate settings. To export the data to a file: a. Click the Export button. The Save as window will be displayed b. Browse for the file or folder where you want the information to be saved. Type the file name in the appropriate field. The file type is.csv (comma separated values) c. Click the Save button to finish the operation To delete the displayed information: 1. Click the Clear button 2. You can choose to: Delete from the List the records will be erased from the list, but they are still stored in the database Delete from the Database all the records displayed in the list will be erased from the database 3. Only when Delete from the Database option is chosen, the Loose data window is displayed, requiring for a confirmation: 4. Choose OK and enter your password inside the corresponding field: NOTE: The default password is 1234 and can be modified under the File>Change Delete Record Password menu. 5. Choose OK and the Intercom Call Log entries displayed are deleted from the database.

Account Code Settings 91

92 Account Code Settings Filtering the Intercom Call Log Information You may not need to see all the Intercom Call Log information. In that case, you can filter the data according to your preferences, for example one Agent. To choose the filtering criteria for the Intercom Call Log information: 1. Click the Filter button. The Cal Advanced Filter window will be displayed 2. Enable the filtering keys according to your needs. You have the following options: Agents select the desired agents in the dropdown list. In this case you will see the information only for the calls handled by the selected agents Extensions select the desired extension from the dropdown list. In this case you will see the information on the calls handled only by the specified extension Ring Time(s) select a condition for this parameter (for example choose from the dropdown list Greater and type a value 20 for example. In this case you get the information on the calls that rang for more than 20 seconds) Wait Time(s) see the description of the Ring Time parameter Talk Time(s) see the description of the Ring Time parameter Hold Time(s) see the description of the Ring Time parameter Start Date/Time select the start date and time for the beginning of the period you want the information to be displayed End Date/Time select the end date and time for the end of the period you want the information to be displayed Today enable Today to see only the information about the calls for the current day This Week enable This Week to see only the information about the calls for the current week

Account Code Settings 93 This Month enable This Month to see only the information about the calls for the current month NOTE: If you choose to filter the Intercom Call Log by Extensions, please note that the extensions displayed in the dropdown list are already ascendant sorted. 3. Click the Next button 4. Optionally, enable the desired additional filter(s) which you can see in the Call Log Advanced Filter Additional window: Caller ID is fill-in with the appropriate information of the desired customer (the Caller ID stored in the internal database, set in the Customer Data section) Incoming/Outgoing is type of call 5. Click the Finish button to perform the operation Filtering Note When you select more than one filtering criteria, for example Ring Time is Greater 60 and Talk Time is Less 120, only the information about the calls that have both Ring Time is Greater 60 and Talk Time is Less 120 will be displayed. If no calls fulfill the selected conditions no information will be displayed.

94 Account Code Settings Appendix: Account Code Settings The Account Code Report shows a summary of calls costs for each account code. In order to use the Account Code feature (Account Code Report) the following settings are necessary: 1. From TDA Maintenance Console: Go to 2. System>6.Numbering Plan> 1.Main, go to Features tab - Account Code Entry and set the associated feature code. 2. Go to 6. Feature> 3. Verified Code and set the Verified Code (s). The Verified Code set here is the Account Code the Agent will use when dialing. In the picture bellow, two Account Codes are set: 1111 and 2222 Account Code use To use an Account Code an Agent has to dial the following: Account Code Entry + Account Code + Caller ID (Verified Code) Example: *49 + 1111 + 9028398473 NOTE: The Call Costs are calculated based on phone number prefix defined inside the Call Cost section.