CallAnalyst Enterprise Server (Version 2.3) Enterprise Server (Version 2.3) CallAnalyst Enterprise Server User Guide Trivium System Inc. CallAnalyst User Guide Trivium System Inc 1

CallAnalyst Enterprise Server

(Version 2.3)

CallAnalyst Enterprise Server

User Guide

Trivium System Inc.

CallAnalyst User Guide

Trivium System Inc 1 of 67

Table Of Contents

INTRODUCTION TO CALLANALYST ENTERPRISE SERVER....………………5 Included Report… ………………………………………………………………………5 Introduction to Multi Site Reporting….………………………………………………… 5 Using CallAnalyst Enterprise Server Databases….…...................................................... 6 Sending Call Information to Computer…. ...................................................................…6 GETTING STARTED…....................................................................................…..7 Log on to CallAnalyst Enterprise Server……………………………………………........8 Changing Your Password…...........................................................................................….9 Understanding the CallAnalyst Enterprise Server Menu Icons…................................….10 CONFIGURING CALLANALYST ENTERPRISE SERVER TO MANAGE TASKS .........................................................................................................……………11 Introduction ..............................................................................................................……11 Associating Phone Numbers and Names ................................................................ …. ..11 Managing Groups and Departments .........................................................................….13 Managing Extensions...................................................................................................…14 Setting Up Extension File Format .............................................................................….16 Importing Extensions..................................................................................................….17 Managing Account Codes .........................................................................................….18 Managing Lines.......................................................................................................…….20



Specifying Plan Rates ................................................................................................ 22 MANAGING REPORTS...................................................................................……….25

Introduction ..............................................................................................................…..25

Printing a Report ........................................................................................................ 26

Exporting a Report ..........................................................................................................26

Searching for a Text ...................................................................................................…..27

Setting Report Criteria ..............................................................................................…..27

Generating Billing Reports ......................................................................................…30

Generating Graphical Reports…………………………………………………………...31

Using Call Distribution Map .................................................................................……..33

Automating Report Generation .................................................................................…..33

MANAGING CALL RECORDS......................................................................………. 38

Introduction ............................................................................................................……. 38

Viewing Call Records ................................................................................................…. 38

Searching and Replacing Call Records………………………………………………….39

IMPORTING CALL RECORDS ..............................................................................…….40

Introduction………………………………………………………………………………40

Importing Call Records from Import Option…………………………………………….40

Importing Call Records from MSRCDM………………………………………………..42

Archiving Call Records ..............................................................................................….46

Restoring Call Records....................................................………………………………..47

Automate the Archival option .............................................................................……… 49

Multisite Automation ...................................................................................................….53

TRAFFIC ANALYSIS…………………………………………………………………………55

Introduction………………………………………………………………………….......55

Setting Criteria for Traffic Analysis…………………………………………………….56

Details Section………………………………………………………………………….57

What IF Section…………………………………………………………………………58

MANAGING CONTACTS.......................................................................................…………...59

Introduction .............................................................................................................……59

Adding a Contact .....................................................................................................……59

Modifying Contact Details ......................................................................................……61

USING CLIENT MATTER............................................................................………..64

Introduction ...............................................................................................................…..64

Adding a Client Matter ..........................................................................................….…64

Associating Contacts to a Client Matter ...................................................................….65

Modifying a Client Matter ........................................................................................…..65

Deleting a Client Matter ...........................................................................................…..66

Customizing the Client Matter ...................................................................................….66

GLOSSARY…………………………………………………………………………….67

Introduction to CallAnalyst Enterprise Server CallAnalyst Enterprise Server is an easy to use, graphically oriented software package that allows you to monitor and analyze phone calls, understand phone usage and cut costs. CallAnalyst Enterprise Server tracks both incoming and outgoing calls accurately as well as the date and time of each call. If you need to track the incoming phone call with name and/or telephone numbers, CallAnalyst Enterprise Server requires Caller ID services from the local phone company.

CallAnalyst Enterprise Server increases productivity, facilitates billing and helps detect toll fraud and phone abuse. It also has powerful tabular (text) and graphical report generating capabilities. Reports can be used to analyze your telephone as a critical business communication tool thereby improving its effectiveness and reducing your telephone related costs.

CallAnalyst Enterprise Server keeps track of:

• the date and time, when the calls were made or received. • the duration of each call. • the extension from which the calls were made or received. • the CID/ANI and DNIS of the caller. • the trunk or line numbers, which handled the call. • the account codes and authorization codes used for the call.

For example, a report can be generated showing calling patterns by volume or duration on a color-coded map of the United States.

This can help a Customer Support, Sales or Telemarketing business to become more focused, productive and cost effective.

Included Reports • Date and time summaries • Most frequently called numbers • Department summaries • Extension and line summaries • Longest and most expensive calls

Introduction to Multi Site Reporting

CallAnalyst Enterprise Server allows you to capture call data from switches (phone systems) located across multiple sites. The Call Data Manager known as Multi Site Reporting Call Data Manager (MSRCDM) located in the CES Server captures call information from multiple switches (phone systems) located across different remote sites. The MSRCDM is centrally located in the CES Server for each site. You can connect maximum of 99 MSRCDM at a time. It collects the call records from different switches (phone systems) and dumps them into the Data Manager, which in turn stores



them into the CallAnalyst Enterprise Server database. You can configure the MSRCDM based on the requirements. For details refer to the Installation Guide.

CallAnalyst Enterprise Server uses the Multisite Advanced Parser (MSAdvPars) process to discard any duplicate call records received from the source. This also updates the CallAnalyst Enterprise Server database with new extensions, lines, phone numbers and caller id names dynamically.

Both these processes along with the Multi Site Data Manager (MSDM) are started and monitored by Multi Site Process Manager (MSPM), a Windows 32 service. This service starts automatically, whenever you start the CallAnalyst Enterprise Server application. If any of these processes shuts down, MSPM restarts them. If you shut down the MSPM service, all the above processes shut down automatically.

Using CallAnalyst Enterprise Server Databases

CallAnalyst Enterprise Server uses Microsoft SQL databases to store contact information, phone numbers and call records. It is recommended to make regular backups of your database on a periodic basis by archiving your call records. Whenever required, you can also restore these archived files.

Sending Call Information to Computer

Upon completion of an inbound or outbound call, your phone system sends SMDR data about the call (For example, extension called, number dialed, date and time). Once the phone system sends the SMDR data, it is usually erased from the phone system on the assumption that an external device has recorded the data. The Call Data Manager (CDM) records all SMDR data sent from the phone system to your PC via a serial cable. The CDM is included as part of the CallAnalyst Enterprise Server installation.

Most phone systems have a SMDR port that is of the serial port type much like the COM1, COM2, COM3 and COM4 ports on your PC. The SMDR port can be enabled or disabled by programming the phone system. For specific SMDR related questions and phone system programming, please consult your phone system manual.



Getting Started You will need your user name and password to log on to CallAnalyst Enterprise Server. If you do not have this information, contact your System Administrator.

Some of the functionalities in CallAnalyst Enterprise Server are enabled only if you login as an Administrator. They are as follows:

• Archiving or restoring database • Setting up rate plan • Automating report and archiving process • Importing extensions and setting up extension file format • Importing call records • Assigning phone number • Assigning name and number • Replacing menu options • Automating multi site • Calculating call costing • Creating, assigning or editing extensions, accounts and lines respectively. • Creating departments and/or groups • Deleting call records • Viewing call history of a contact • Creating and/or modifying client matter • Customizing client matter

Some of the functionalities in CallAnalyst Enterprise Server are available to Administrator and Business Users. They are as follows:

• Viewing reports

• Viewing all calls, inbound calls, outbound calls and IP calls

• Viewing contacts and importing contacts

• Changing password of individual accounts



Logon to CallAnalyst Enterprise Server To logon to CallAnalyst Enterprise Server

1. Select Start|Programs|TriVium|CallAnalyst.

The Login to User Screen window appears, if you have enabled the security.

2. Enter a User Name and Password. 3. Click OK. The main CallAnalyst window appears.

You are now ready to analyze your call records.



Changing Your Password CallAnalyst Enterprise Server allows you to change your password as and when required.

To change the password

1. From the Edit menu, select Change Password.

The Change Password window appears.

2. Enter the new password and click Save.

Your new password becomes effective only from the next time when the user logs in.



Understanding the CallAnalyst Enterprise Server Menu Icons

CallAnalyst Enterprise Server increases productivity, facilitates billing and helps detect toll call and phone abuse. It also has powerful tabular (text) and graphical report generating capabilities. Reports can be used to analyze your telephone as a critical business communication tool, thereby improving its effectiveness and reducing your telephone related costs.

The following list describes the icons displayed at the top of the CallAnalyst Main Window:

• All Calls: Displays the Call Record window, which shows all call records sorted by date and time. This is the same as the View|All Calls menu item.

• Inbound: Displays the Call Record window, which shows all incoming call records sorted

by date and time. This is the same as the View|Inbound Calls menu item.

• Outbound: Displays the Call Record window, which shows outgoing call records sorted by date and time. This is the same as the View|Outbound Calls menu item.

• IP Calls: Displays the Call Record window, which shows IP call records sorted by date

and time.

• Reports: Displays the Call Reports window, which allows you to generate reports based on the type of report, the report dates and many other criteria.

• Traffic Analysis: Provides a user-friendly tool that helps to optimize the telecom resource

utilization and maximize the ROI (Return on Investment) tied to such resources.

• Contacts: Displays the Contact window, which allows you to assign phone numbers to a contact, report the calls made to/from a contact or generate a billing report for a specific contact. This is the same as the Edit|Contacts menu item.

• Delete: Allows you to delete a set of call records. Your business may generate a large

volume of call records and the delete function allows you to trim your call records database to a manageable size. This is the same as the Tools|Delete Call Records menu item.

• Arrange: Automatically arranges the open windows in CallAnalyst so that they are easily

viewed and managed. This is the same as the Window|Arrange menu item.

• Help: This button displays the CallAnalyst Enterprise Server help.

• Close: This button closes CallAnalyst.



Configuring CallAnalyst Enterprise Server to Manage Tasks Introduction

CallAnalyst Enterprise Server collects call information from your phone system and creates a list of extensions, lines, and account codes that were used in inbound and outbound calls. Instead of specifying each extension, account code, and/or line everytime you generate a report, you can collect the extension, line, and account code data into groups and departments. During report generation, you need to specify only the group or department in the selection criteria.

You can view or select the extensions, accounts, lines, groups and departments that belongs to the corresponding site. You can also view or select extensions, accounts or lines that are not assigned to any other site.

CallAnalyst Enterprise Server allows you to:

• Associate Phone Numbers and Names

• Create Groups and Departments

• Manage Extensions

• Manage Lines

• Manage Account Codes

• Specifying Plan Rates

Associating Phone Numbers and Names

CallAnalyst Enterprise Server allows you to assign a name to a phone number and vice versa. Thus, you can quickly assign Line Names to sets of phone numbers.

To assign a name to a phone number in your database

1. From the View menu, select Inbound Calls (to view details of all the incoming calls) or Outbound Calls (to view details of all the outbound calls) or All Calls (to view both incoming and outgoing calls).

Or

On the toolbar, click All Calls or Inbound or Outbound.

The All Call Records or Inbound Call Records or Outbound Call Records window appears

based on the selection.

2. Select a phone number from the Call Record window. This is an optional step. 3. From the Edit menu, select Assign Name To a Number.

The Assign Name To A Number window appears.

4. Type a number that you want to assign and click OK. 5. Type a name that you wish to place in all the name fields for this phone number.

6. Click OK.



To assign a phone number to a name in your database


Or

2. On the toolbar, click All Calls or Inbound or Outbound.

The All Call Records or Inbound Call Records or Outbound Call Records window appears based on the selection.

3. Select a phone number from the Phone Number column in the Call Record window. This is an optional step.

4. From the Edit menu, select Assign Name To a Number.

The Assign Number To A Name window appears.

5. Type a name that you want to assign and click OK. 6. Type a number that you wish to place in all the phone number fields for this name. 7. Click OK.



Managing Groups and Departments Groups allow you to specify a set of extensions, lines or account codes that you can use to generate reports. A department contains a set of groups. Depending on the number of extensions that your company has, a department may be your entire company or you may define several departments containing numerous groups.

To specify groups and departments

1. From the Edit menu, select Configure Site. The Selector window appears.

2. Click New Department. The New Department window appears.

3. In the Department Name box, type the department name. You cannot type apostrophe in the name.

4. In the Dept Identifier box, type the unique key for the department.

5. Click OK.

The new department appears on the left pane of the Selector window. You can now add a group within that department.

To specify a new group

1. Click New Group.

The New Group window appears. 2. In the Group Name box, type the group name. You cannot type apostrophe in the name.



3. In the Group Identifier box, type the unique key for the group.

4. Click OK.

To use a particular group or department for report generation

1. Select the group or the department that you want to use and right click.

2. Click Select. All the reports are generated using the selected group or department. If you select a department, all the groups in that department is selected automatically.

To delete a group or department

1. Select the group or the department that you want to delete and right click.

2. Select Delete Item. If you delete a department all the groups in that department is

automatically deleted.

Managing Extensions

You can assign a set of extensions to a group. This extensions are used to generate accurate reports.

To add a new extension

1. From the Edit menu, select Configure Site. The Selector window appears.

2. Click the Extensions tab.



The Master Extension List appears in the right pane. To create a new extension

1. Click New Extension. The New Extension window appears.

2. In the Extension Name box, type the extension name.

3. In the Extension Number box, type the extension number. 4. In the Site box, type the site code.

5. Click OK.

The new extension is added to the Master Extension List.

To delete an extension from the Master Extension List

1. Select the extensions that you want to delete.

2. Press the Delete key.

To assign an extension to a group

1. Select a group from the left pane of the Selector window. If no groups are defined in the left pane of the Selector window, then you must first define a department and a group. You can assign an extensions to only groups, not to departments. One Extension can be assigned to one Group Only.

2. Select the extensions from the right pane of the Selector window.

3. Click Assign Extension.

The extension(s) is/are listed under the group.

To edit the extension name or number

1. Select the extension name or number fields in the Master Extension List. 2. Click Edit Extn

The Edit Extension window appears.

Make the necessary changes and click OK.



Setting Up Extension File Format

You should set the format of the file that contains the data for all extensions.

To set the file format

1. From the Tools menu, point to Extensions. 2. Select Set Extension File Format.

The Set Extension File Format window appears.

3. From the Delimiter drop down, select the delimiter that you want to use after

each column.

None: Indicates that no delimiter is used after each each column. If the Start position against each column is set as 0 (zero), then that column is not considered while importing. The columns and their values are positioned according to the Start and End position.

Comma (,) or Slash (/): Indicates that each column should be separated by comma or slash. The columns are displayed according to the Order that you set against each field. If the Order against each column is set as 0 (zero), then that column is not considered while importing.

4. The Site Code is displayed by default. You can change the site code, if required.

5 Specify the required Start and End value against each column.

6. Click Save.



Importing Extensions

CallAnalyst Enterprise Server allows you to import extensions from a Text file. You can also collect a set of extensions from one or many locations for later analysis.

To import call records

1. From the Tools menu, point to Extensions. 2. Select Import Extensions.

This Import Extensions window appears.

3. Click Browse to select the file from where you want to import extensions. 4. Click OK. On successful completion, the Finished Importing Extensions

window appears. 5 Click OK.

To view any error (if any), do the following:

1. Click the Windows Start button, point to Programs and then click the CallAnalyst Enterprise Server shortcut folder.

2. Point to Activity Logs and select Data Import.

The errors.txt file opens up.



Managing Account Codes Account codes are defined in your phone system. CallAnalyst Enterprise Server receives the account code information from the phone system. You can assign these account codes to the proper groups and departments. This helps you in proper analysis.

To add a new account code

1. From the Edit menu, select Configure Site.

The Selector window appears. 2. Click the Accounts tab.

The Master Account Code List window appears.

To create a new account

1. Click New Account. The New Account window appears. 2. In the Account Name box, type the name of the account. 3. In the Account Number box, type the unique account number. 4. In the Hourly Rate (Time Billing) box, type the rate per hour for a phone call.

The account is charged based on the rate mentioned.

5. In the Site box, type the site code.

To delete an account code from the Master Account Code List

1. Select the accounts that you want to delete. 2. Press the Delete key.



To assign an account code to a group

1. Select a group from the left pane of the Selector window.

If no groups are defined in the left pane of the Selector window, then you must first define a department and a group. You can assign extensions to only to groups, not to departments.

2. Select the accounts from the right pane of the Selector window.

3. Click Assign Accounts.

The account(s) is/are listed under the group.

To edit the account name or number

1. Select the account name or number fields in the Master Account Code List. 2. Click Edit Account.

The Edit Account window appears.

3. Make the necessary changes and click OK.



Managing Lines Lines are the phone lines coming from your local CO to your phone system. When you make or receive a call, your phone system informs the CallAnalyst Enterprise Server about the phone line. CallAnalyst Enterprise Server allows you to edit line names and their associated phone numbers to help generate specific reports. For example, if your fax machine has a separate line, then you can exclude your fax line from the reports or generate a separate report for just the fax line. You can also make separate groups for your lines if you have different lines for different departments or for different long distance carriers.

To add a new line

1. From the Edit menu, select Line Group Selector option. The Line Group Selector window appears.

2. Click the Lines tab.

The Master Lines/Trunk List window appears.

To create a new line

1. Click New Line. The New Line window appears.

2. In the Line Name box, type the name of the line. 3. In the Phone Number box, type the phone number. 4. In the Line/Trunk Number box, type the line or the trunk number. 5. In the CTX Code Length box, type the CTX Code Length. It is the number of

digits dialed to access a centrex line for each line or trunk. Each line or the trunk has a fixed number of access digits. If there are no access digits used on a given line or trunk, then you can type 0(zero).

6. From the Domestic Plan drop down, select the domestic plan that would be

used for calculating the cost for this line. 7. From the International Plan drop down, select the international plan that would



be used for calculating the cost for this line.

8. In the Site box, type site code.

To delete a line from the Master Line/Trunk List 1. Select the lines that you want to delete. 2. Press the Delete key.

To assign a line to a group

1. Select a group from the left pane of the Selector window.

If no groups are defined in the left pane of the Selector window, then you must first define a department and a group. You can assign a line only to One group.

2. Select the lines from the right pane of the Selector window. 3. Click Assign Line.

The line(s) is/are listed under the group.

To edit the line name or number

1. Select the line name or number fields in the Master Lines/Trunks List. 2. Click Edit Line.

The Edit Line window appears.

Make the necessary changes and click OK.



Specifying Plan Rates CallAnalyst Enterprise Server allows you to set up the rate for each plan, which is used to calculate the cost associated with each phone call. The costing technique allows you to use prefix based (zonal) billing combined with variable time costing, if required. It allows you to generate reports using different rate plans and enables you to easily compare costs.

To configure the rate plans for use in call costing reports

1. From the Setup menu, select Rate Plans.

Plans window appears as shown below:

The window has three sections -United States, International and Domestic Area Codes.

• United States section: The section helps you to plan the rate for different zones. Different rates are planned based on different time durations. You can either associate an existing plan for a specific time zone or create a new plan for a time zone. In addition to a call cost, you can also add a specified surcharge or percentage modification for the cost onto each call or each report or both. For example, hotels add a per-call surcharge for all outgoing calls.

To set a plan for each zone during a particular day and time

1. Select a plan from the drop down list. To create a new plan select <<New Plan>> from the list.



2. Specify the tax and the surcharge adjustments. These adjustments are included in the billing report accordingly.

3. From the Zone drop down list, select any zone and click Add. The zone is added to the Rate Information pane. To remove a zone, select the zone from the drop down list and click Remove.

a. To set both domestic and international zone, select the Zone tab on the

left. You can select a zone and place the area code and the respective prefix (NPANXX) in any one of the Zone. You can include multiple combinations of area codes and prefixes. After you have set new zones, click Save.

b. To delete a zone, select the zone from the drop down list and click

Delete.

4. If you select the Cost Progressive option, then the cost of the call is calculated using the rates specified for initial time duration and also the rates specified for time duration thereafter (if the call extends from one time duration to another).

For example, lets say the call durations are set as 12:00:00 AM to 12:59:59 AM, 1:00:00 AM to 1:59:59 AM and so on. You start a call at 12:00:00 AM and the call ends at 1:30:00 AM, then the cost of the call is calculated based on the rates specified for 12:00:00 AM to 12:59:59 AM as well as for 1:00:00 AM to 1:59:59 AM. If you do not select the Cost Progressive option, then the cost of the call is

calculated only using the rates specified for the initial time duration, even if the call exceeds to the next time duration.

For the above example, the cost is calculated using the rates specified for 12:00:00 AM to 12:59:59 AM.

5. If you select the International Plan option, then all the international zones are displayed in the Zone drop down. Otherwise, the domestic zones are displayed in the Zone drop down.

6. In the Rate Information pane, set the rate for a different days and time duration

in a particular zone.

• To set a new time duration, select the Time Slots tab on the left. You must enter the start and the end time in HH:MM:SS format. To add a new row (when the available grid space is full), press the Tab key on the keyboard.

After you have set new time duration for a particular zone, click Save.

You can set two different time slots and different rates for specific time duration. For instance, if you want to set the rate as one dollar ($1.00) for the first minute and ten cents ($.10) for each additional minute in the time duration, then specify the settings as follows:

• Duration of First Increment (Sec): 60

• Cost of first increment: $1.00

• Duration of Progressive Increment (Sec): 60

• Cost of progressive increment: $.10

After you have entered all the required rate plans, click Save.



Based on the rate plans, the cost for different phone calls is calculated. For details on how the cost is calculated, see Calculation. • International: The section helps you to set other international country outside United States and

also allows you to set the respective country code and the zone name. If a new country is added, you can add new country and the country codes.

To add a new country code

1. Click Add new country code.

Add a new country code window appears.

2. Specify the new country code along with the new country name and click OK. • Domestic Area Code section: The section helps you to set different area codes and area prefixes

in the United States and the corresponding location information. If a new area code or a new area prefix is added, you can add new area codes and the area prefixes.

To add a new area code

1. Click Add new area code.

Add a new area code window appears.

2. Specify the new area code along with the state and major cities and click OK.

To delete a area code

1. Select a particular area code that you want to delete. 2 Click Delete area code.

To add new prefix

1. Click Add new Prefix.

New Prefix window appears.

2. Specify the area code and the prefix and click OK.

To delete a prefix

1. Select a particular prefix that you want to delete. 2. Click Delete prefix.



Managing Reports Introduction

CallAnalyst allows you to generate report for each call made or received. This helps you to analyze call information in useful and interesting ways. You can generate reports in graphical or textual format. By default, you can view the report on the screen. You can also print or export a report.

CallAnalyst Enterprise Server allows you to automatically generate reports for a particular day or time using a set of predefine call information. CallAnalyst Enterprise Server allows you to email, print or save the automatically generated reports to a file. You can also generate the report when you are away from your desk.

To generate a report

1. On the toolbar, click Reports.

The CallAnalyst Reports window appears.

2. From the Report Category pane, select the type of report that you want to generate. CallAnalyst Enterprise Server has a set of reports for each report category.

3. From the Reports pane, select the report that you want to generate. 4. From the Report Options pane, select the types of calls that you want to include in the

report.



• Toll Free Calls: This includes calls to your local area code such as 800. • Toll Calls: This includes domestic calls outside your area code.

5. Select the IP or Costing option. If you select the IP option, the generated report includes voice over IP calls. If you select the Costing option the generated report includes call costing based on the rate plans.

You should set the currency that you want to appear in the reports using regional settings. For example, if you are a CallAnalyst Enterprise Server user in UK, then you need to change the currency from $ to ⁄, to suit the UK market. For details on how to set the currency, refer to the Installation Guide.

6. Click the Criteria button, to specify the call records that you want to use for generating a

report. For details see Setting Report Criteria.

7. Click the Run Report button, to generate a text report. 8. Click the Graph button, to generate a graphical report.

CallAnalyst Enterprise Server also allows you to generate call history and billing reports for a specific contact.

Printing a Report

You can also print the report content on a local or network printer.

To print a report

1. Click the Print icon.

The Print window appears.

2. Enter the necessary information.

3. Click OK. Exporting a Report

You can export the report content to multiple file formats. Some of them are:

• Microsoft Excel sheet (*.xls)

• Acrobat (*.pdf)

• Crystal Report (*.rpt)

• Comma Separated Values (*.csv)

• Web Page (*.html, *.htm).

To export a report

1. Click the Export Report icon.

The Export window opens.

2. From the Format drop down, select the file format.



3. From the Destination box, select the folder where you want to save the report.

Important Information: When you export the report in .rpt fomat, you should use Crystal Report 9.0 to open and view the report.

Searching for a Text You can search for a particular text in a report.

To search the text

1. Click the Search Text icon.

The Search window appears. 2. In the Find what box, enter the text that you want to search.

3. Click Find Next.

Setting Report Criteria

CallAnalyst Enterprise Server allows you to view your call information based on the particular criteria. To view or drill down on specific call information, you can use the Call Selector window. You do not have to enter values for every field in this window. Every value in one of the fields, limits or excludes (depending on your choice) the call records that match the value.

CallAnalyst Enterprise Server allows you to generate numerous reports using a particular call selection criteria. You can save the values in the Call Selector window. You can also add, remove or rename criteria settings.

To set report criteria

1. On the toolbar, click Reports.

The CallAnalyst Reports window appears. 2. Click the Criteria button.

The Call Selector window appears.

3. In the Report Title box, type a title for the report. 4. In the Date & Time Selection pane, select the time of the day (start and end

time) for which you want to run the report. 5. Select the Daily Slot option (calls that occurred between start time and end time

every day for the selected dates) or Range option (calls that occurred between start date-time and end date-time).

6. Specify the length of call. You can either select from Call Duration (Minutes) list or you can specify Minimum and Maximum times in minutes.

7. In the Group Selection pane, select the extension, account code or line that you

want to include or exclude while generating the report.

.



You can either type the extensions, account code or line or select them from existing.

To select the extensions, account code or line

1. Click Select. The Selector window appears.

2. Double click the extension, account code, or line, to add them in the Group Selection pane.

3. To exclude the extension, account code or line, select the Exclude option.

8. In the Caller/Callee pane, type the caller or the callee name and phone number. To

exclude caller or callee name and number from the report, select the Exclude option. You can use wild card characters such as asterisk (*) or question mark (?). For example, *JON* would include or exclude both 'JONES MIKE' and 'SMITH

JONATHAN'. Similarly, 8??5551212 would include both 8005551212 and 8775551212. You cannot use formatting characters such as parenthesis or hypens. Multiple entries should be separated by comma.

9. Select any of the Call Direction option. You can select either Inbound, Outbound or

Both option.



10. All the site codes assigned to you are displayed in the Site Code box.

To add a new site code

1. Click Select Site.

The Select Site window appears.

All the sites assigned to user/admin are displayed.

2. Select the particular site or select the Select All option, to select all the sites. 3. Click OK.

11. In the Contact Selection pane, select the contact from the drop down list. This is

necessary for generating billing report for a particular contact. 12. In the Client Matter pane, select the contact group from the drop down list. This is

necessary for generating billing report for a particular group of contact. 13. In the Criteria Selection pane, you can add a new criteria settings, delete them and also

rename them.

To add a new criteria setting

1. Specify the required criteria. 2. In the Criteria Selection pane, click Add.

The Add new Criteria Set window appears.

3. Type the name of the criteria and click OK.

To delete a criteria setting

• Select the criteria that you want to delete and click Delete.

To rename a criteria setting

1. Select the criteria that you want to rename.

2. Click Rename. The Rename existing Criteria set name window appears.



3. Make the necessary change and click OK.

4. Click Accept.

5. Click the Run Report button in the CallAnalyst Reports window. The reports

are generated based on the criteria that you set.

You can also set some advanced criteria to view the report based on the DNIS, Exit Code, Exit State, Party Type and other attributes.

Generating Billing Reports

You can bill your clients based on time on the phone (if you are a Attorney) or you can also justify the time spent on the phone (if you are a telemarketers). You can also generate billing report for a particular client matter (group). CallAnalyst Enterprise Server can easily generate reports, which shows you the time that you have spent talking to a client.

The billing report consolidates your client's phone lines (for example, business numbers, home numbers, cell phone numbers) into one report. To create a successful billing report, you need to associate phone numbers to your client or contact. The information allows CallAnalyst Enterprise Server to create an association between those phone numbers and all the call data that you have collected from your phone or phone system.

To create a billing report for a client or contact

On the toolbar, click Contacts.

The Contacts window appears.

Assign a billing rate to that contact (in the Hourly Rate column). CallAnalyst Enterprise Server

automatically calculate a total cost or charge for your phone calls.

Select the particular contact for whom you want to generate the billing report. Click the Billing button.

The Create a Client Billing Report window appears.



Set the specific criteria as required. For details see Setting Report Criteria. Click the Run

Report to generate the report.

Generating Graphical Reports To generate graphical reports

1. In the CallAnalyst Reports window, select the report for which graphical report can be

generated.

2. Click the Graph button. The graphical window appears.

The window provides a variety of configuration and manipulation features. The button bar at the top of the graphical report offers various display options for your data.

To view the axis properties for the graph

1. Right click on the graph and select Properties. The Chart FX Properties window appears.



2. Click the Axes tab. 3. Select the axis from the drop down list and click Details. The Axis Properties window

appears associated with the axis selected.

4. Make the necessary changes and click OK.



Using Call Distribution Map The report shows the call distribution using color codes on a map of the United States. Calls to multiple area codes within a state are combined to form a single total for the whole state.

To view a call distribution map

1. In the CallAnalyst Reports window, select the Standard tab.

2. Select the Geographic option. 3. From the Reports pane, select United States calling distribution. 4. Click the Graph button.

The Call Distribution (United States) window appears.

5. Click Total Calls, to color the map based on the number of calls for a particular state in

respect of the total calls. 6. Click Total Duration, to color the map based on the duration of calls for a particular state

in respect of the total duration of calls made.

Automating Report Generation CallAnalyst Enterprise Server allows you to automatically generate reports on a regular basis. You can specify a particular time to generate a series of reports. You can also forward the generated report to one or more people as an email attachment.

To setup automatic report generation

1. From the Setup menu, select Report Automation. The CallAnalyst Reports Automation Setup window.

2. Select the report that you want to automate. For details on how to select a report, see Introduction.



You can specify the date and time to generate the report. You can generate a report once-a-month or daily.

3. In the Report Scheduling Options pane, select either the By Day option or the By Date option.

• By Day: Select this option to specify the Day of the Week (for example, Sunday) and the week of the month (for example, First week). For this example, all reports are generated on the first Sunday of every month.

• By Date: Select this option to specify the exact date (for example, 15). For this example, the report is generated on 15th of every month.

• Every-Hour:-Select this option to generate the report at the first minute of every new

4. In the Save Automated Report Profiles pane, you can add a new automated profile settings, delete them and also rename them. You can also export automated profile settings to report criteria settings.

To add a new automated profile setting

1. Specify the required profile.

2. In the Save Automated Report Profiles pane, click Add. The Add new Automation Set window appears.

3. Type the name of the automation profile and click OK.

To delete a automation profile setting

1. Select the automation profile that you want to delete and click Delete.



To rename a automation profile setting

1. Select the automation profile that you want to rename.

2. Click Rename. The Rename existing Automation set name window appears.


To export the automated profile setting to a report criteria, click Export Profile to Reports. The automation profile is available under the Criteria Selection list in the Call Selector window. You can set the report criteria based on the automated profile.

5. From the Destination drop down list, select the location, where you want to send the generated report. You can either select Printer or File or Email.

• Printer: Select this option, to print the report. In the # copies box, specify the number of copies that you want to print. To specify the default printer, from the File menu, select Print Setup.

• File: Select this option, to save the report to a file. In the File Name box, type or select the file name. From the File Type drop down list, select the file format.

Important Information: If you select the Segate Cystal Report File Type (RPT), you should have Crystal Report 9.0 to open and view the report.

• Email: Select this option, to send the report as an email attachment. Select the file name and the format. Specify the list of email addresses of people who should receive the report. Multiple addresses should be separated by commas. You can even include a short message that is to be included with each email. You also need to specify the profile to be used for email or the Account name and password.

A MAPI compliant email program such as Microsoft Outlook must be installed, to send email using CallAnalyst Enterprise Server.

Mail can also be send by using SMTP Ptotocol option for which SMTP Server & Port Number need to be mentioned.



When SMTP Protocol option is selected :-

• FTP: Select this option to send the report to a FTP site .



6. Click Save, to generate automated reports.

In order to perform the automated report generation, the scheduler must be running. To start the scheduler, click the Schedule button. The scheduler is only available on the server side (not on the client side).

When you save the report automation setup, CallAnalyst Enterprise Server schedules the report automation. To view the list of completed tasks, right click the clock icon in the system tray. Select the Show Scheduler option. The list includes the profile name, type of profile and the time when it was completed.

If you make changes to an existing profile or add a new profile after the Scheduler is started, then you must click Save and Close. This allows the scheduler to perform jobs as per your new profile.


1. Click the windows Start button, point to Programs and then click the CallAnalyst Enterprise Server shortcut folder.

2. Point to Activity Logs and select Automation.

The Automation.txt file opens up.



Managing Call Records Introduction

CallAnalyst Enterprise Server collects and stores all call information in the CallAnalyst Enterprise Server database as a set of call records. You can perform the following tasks on the call records stored in the CallAnalyst Enterprise Server database:

•

Displaying Call Records

• Sorting Call Records

• Searching/Replacing within Call Records

• Editing Call Records

• Deleting Call Records

• Importing Call Records

• Archiving Call Records

• Restoring Call Records

• Automating Call Record Archival

•

Retrieving Call Information from Remote Locations

Viewing Call Records

CallAnalyst Enterprise Server allows you to view details of all the incoming and outgoing calls.

To view call records


Or





2. To update the display that you are currently viewing, click the Refresh button. 3. To view the calls made during a particular period, click the Criteria button. The Call

Selector window appears. For details see Setting Report Criteria. To sort the call records

• Click the header of the column.

For example, to sort the call records by call duration, click the Duration header in the Call Records window.

Searching and Replacing Call Records CallAnalyst Enterprise Server allows you to search and replace your currently stored call information.

To search for a particular name or number


Or





Importing Call Records IntroductionCallAnalyst Enterprise Server allows you to import call information from a Log file, External DB or Web (URL). If you are using a data logging device or similar memory device for storing call records, then you can use another program to capture the call information before analysis. You can also collect a set of call data from one or many locations for later analysis.

To import call records

1. From the Tools menu, select Import Call Records. This Import Call Records window appears.

2. From the Select a site code drop down, select the site (site code) from where you want to import the call records.

3. From the Phone System drop down list, select the phone system that the call record data belong to. Since each phone system saves the call information in a different format, CallAnalyst must know the type of phone system, which generated the call data. The technical term for the call information sent from the phone system is called SMDR/CDR/MDR data.

4. In the Call Data Source pane, select the file type from which want to import.

• To import the call records from a Log File, specify the file name containing the raw call information.

• To import the call records from an External DB, specify the DSN that you want to access. You must have a DSN configured for your External DB on the CallAnalyst PC. This can be done in Windows Control Panel under ODBC Data Sources.

• To import the call records using Web (URL), specify the source URL for retrieving the call records from the phone system. Also, specify the destination file to which the information will be downloaded. After the download is complete, import data text file as specified earlier.

Note: With Call Data Manager (CDM) all the above process can be automated and be configured to run every specified interval.

5. In the Advanced options all of the Option are disabled .



6. Click the Import button. On successful completion, the Finished Importing Call Records window appears.

7. Click OK.


1. Click the Windows Start button; point to Programs and then click the CallAnalyst Enterprise Server shortcut folder.





Import Call Records through MSRCDM

CallAnalyst Enterprise Server allows you to import call information from a Comm Port, External DB, Web (URL), Log File, TCP/IP or Special Interface Call Data Source. If you are using a data logging device or similar memory device for storing call records, then you can use another program to capture the call information before analysis. You can also collect a set of call data from one or many locations for later analysis.

1.Goto Start> Programs>Trivium>Multi Site Configuration option.

2.In Multi Site Configuration screen Select the Phone System from Phone System Drop down List.

3. Select one Call Data Source option as per the Requirements.

1. Select Comm Port radio button Option and make all the Settings.



2. Select External DB radio button option .To import call records from an External DB follow these steps: Specify DSN that you want to access. You must have a DSN configured for your External DB on the CallAnalyst PC. This can be done in Windows control panel under ODBC Data Sources.

3.Select WebURL radio button Option. To import call records using Web (URL) option follow these steps:

Specify the source URL for retrieving call records from the phone system. Also specify the destination file to which the downloaded information has to be written to. After the download is complete follow step 3 to import data from that text file.



4. Select Log File radio button Option. Specify the File Name containing the raw call information from the phone system.

5. Select TCP/IP radio button option. Specify the IP Address & Port Number of the system from where data has to be collected.

6. Select Special Interface radio button option. Specify the Server IP Address or Server Name. Special Interface call data source option is enabled only for few of the switch’s.

4. Advance Option

1. Select the Dialed number in call data output includes the trunk access code prefix (eg. 8 or 9) option. This is necessary, if your phone system output this access code along with the phone number in the call record (91800XXXXXXX).

2. Select the Discard extra digits dialed after phone number option. This is

necessary, if you want to discard the digits dialed after the phone number (for example, numbers dialed for automated phone systems (DTMF digits)).



3. Select Member site of a multi-site installation option. Use this option, if the site is configured as a member site and you want to consolidate data from all participating sites using CallAnalyst Multi-Site reporter.

4. Select Collate Call records to specify if you would like to see advanced caller ID information (CLID). This setting will also enable the legs of a call to be combined into one call record on certain advanced phone systems.

5. Select Long Distance Calls are not Prefixed with 1 option. Select this option if "Prefix 1" is not added to long distance calls. For example in Phone Number 2046748130 but if "Prefix 1" is added to long distance call than uncheck this option for example for phone number 12046748130.

5. From the Local/toll free area codes, select the area code. For example, in

some areas local calls also require that an area code be dialed before a seven digit phone number even though it is toll free. You would enter that area code in this list along with your local area code, 800, 888. You can also add new local and toll free area codes.

6. In the Route Numbers pane, select the route numbers from local and long distance calls. This option is enabled only for those phone systems, where the route numbers are valid.

7. Common Parameters

1. Select Update Directory Dynamically checkbox option to specify whether you want to update data in Call Analyst database in case of a new (that is for first time ) extension , line or phone number is parsed by Call Data Manager (CDM).

2. Record Station to Station Calls checkbox option, Select this option to log calls,

made from one extension to another, mapped on a switch within a company.

3. Record TIE Lines activity calls checkbox option :- Select this option to log internal calls within the company from one switch to another.

8. Click on Save button to save the settings. 9. Start the MSPM services from Windows NT Services screen.


1. Click the Windows Start button; point to Programs and then click the CallAnalyst Enterprise Server shortcut folder.





Archiving Call Records CallAnalyst Enterprise Server allows you to remove call records from the call record database based on the criteria set by you and save it into an archive database for safe keeping. You can later restore these call records using the Restore tool. You can also set up CallAnalyst Enterprise Server to automatically archive your call records on a regular basis. Before you can archive call records to a file, you should configure your archive directory. For details refer to the Installation Manual. To Archive your call records 1. From the Tools menu, select Archive Call Records. The Archive Call Records

window appears. 2. Click the Criteria button, to select the specific criteria.

3. Click the Archive button.

The Select Directory window appears.



The configured directory appears in the Directory pane. The Files pane shows all the files stored in that directory.

4. In the Specify Archive/Restore File box, type the name of the file where you want archive your call records. For example, Call Records.dat_bak.

5. Click OK. The file keeps a copy of the call records depending on the criteria set

by you.

Restoring Call Records

To restore previously archived call information

1. From the Tools menu, select Restore Call Records.

The Restore Call Records window appears. 2. In the Restore File box, type the name of the file that you want to restore or click

Browse to select the file.

3. To view the set of call records to be restored, click the View button. This prompts you for a file name and then displays the call information in a Call Record window.

4. From the Files pane, select the file that you want to restore.

The file name appears in the Specify Archive/Restore File box.

5. Click OK. 6. Click Restore. 7. The archived files are restored.



The Select Directory window appears.



Automating Call Records Archival

CallAnalyst Enterprise Server allows you to automate the Archive process, generating the archive file at pre-determined intervals. You can can have the following report automation:

• FTP • Email • File • Printer

To setup automatic archival of your call records

1. From the Setup menu, select Archival Automation.

The Archive Call Records Automation Setup window appears.

2. In the Archive Options pane, select the Remove Data from Database option, to remove the call records from the call record database after the archival process is completed.

3. In the Archive Options pane, select the Compress Data option, to compress (zip) the archived file prior to sending it via email or FTP. The option helps you to reduce the archived file size to minimum, while sending it through email or FTP. 4. In the Archive Options pane, select the Apply Call Costing option, to calculate the cost of all call

records, before archiving.



5. In the Transfer Protocol pane, select the methods that you want to use to send the archive file.

• Email: Select this option, if you want to send the archived file to specified email address as an attachment. You need to first select a Protocol. Select a Protocol MAPI, specify the profile to be used for the email or the Account name and password.

In Archival Automation when Protocol is selected as SMTP then specify From address, SMTP server IP Address and the port number of SMTP Server.

• FTP: Select this option, if you want to send the archived file to the specified FTP site. You should provide the name of the FTP server, a login name, a password and the directory to store the archived file. Please ensure that you have all permissions for that directory.



Note: CallAnalyst Enterprise Server only archives the file into the specified directory. You can specify the date and time to archive the call records.

6. In the Scheduling Options pane, select either the By Day option or the By Date option.

• By Day: Select this option to specify the Day of the Week (for example, Sunday) and the week of the month (for example, First week). For this example, all call data are archived on the first Sunday of every month.

• By Date: Select this option to specify the exact date (for example, 15). For this example, the call data is archived on 15th of every month.

7. Select the Local Directory in which the archived file should be created. If you use the Browse button to find the local directory, double click any file in the directory of choice. This file will not be overwritten; this is just a peculiarity with the Browse tool.

8. In the Save Automation pane, you can add a new automation settings, delete them and also

rename them. 9. Click Save, to automate archival process.



To Add a new automation setting

1. Specify the required automation setting.

2 In the Save Automation pane, click Add.

The Add new Automation Set window appears.

3. Type the name of the automation and click OK.

To Delete a automation setting

• Select the automation setting that you want to delete and click Delete.

To Rename a automation setting

1. Select the automation profile that you want to rename.

2. Click Rename.

The Rename existing Automation set name window appears.


In order to perform the automated archival process, the scheduler must be running. To start the scheduler, click the Schedule button. The scheduler is only available on the server side (not on the client side). When you save the archival automation setup, CallAnalyst schedules the archival automation. To view the list of completed tasks, right click the clock icon in the system tray. Select the Show Scheduler option. The list includes the automation name, type of automation and the time when it was completed. If you make changes to an existing setting or add a new setting after the Scheduler is started, then you must click Save and Close. This allows the scheduler to perform jobs as per your new setting. To view any error (if any), do the following:

1. Click the Windows Start button, point to Programs and then click the CallAnalyst Enterprise Server shortcut folder.

2. Point to Activity Logs and select Automation. The Automation.txt file opens up.



Retrieving Call Records from Remote Locations CallAnalyst Enterprise Server enables you to record call data at one or more remote locations and retrieve the data to a central location. The remote computer at the remote site collects the call information and the local computer at the central location analyzes the call information using CallAnalyst Enterprise Server.

The first step in this process is to archive at the remote site the data to be retrieved, which can be automated. The second step is to retrieve the data either manually or automatically.

CallAnalyst Enterprise Server allows you to retrieve required files from remote sites. For example, if there are are three sites S1, S2 and S3 and the people (managers) in site S1 may need to retrieve and view all the call records from time to time. You can also automate the retrieval process. For example, as a Manager, you may want to view the reports on every Sunday or first week of every month.

To retrieve the call data

1. From the Setup menu, select Multi-Site Automation.

Multi-Site Automation window appears as shown below:

Note: The archived file at the remote location should retain the name that remote installation assigns to it. Therefore, you should not tamper with the archived file.

2. In the Schedule Parameters pane, set the following parameters for the site:

• Site Code: Enter the location (code number) from where you want to retrieve the archived data.

• Time of the Day: Enter the time at which the transfer will occur. This is used only for Scheduled Archiving retrieval. For automated retrieval, CallAnalyst Enterprise Server looks at the remote site for a file produced on that particular day.

• Local Directory: Enter the directory on the local computer where the retrieved file will be stored.

• Remote Directory: Enter the directory on the remote computer where the archived data will be found. If you select Network Server under Retrieval options, the Browse feature is available, providing a fool-proof way to select the directory. If FTP Server is selected, then it is up to the call accounting administrator to properly identify the target directory.

• Compressed file: Select this option to retrieve the archived file in zip format. It is



essential that this match the corresponding setting in the archiving process on the remote computer. This option is only available with automated archival.

• Restore Data: Select this option to instruct the scheduler to restore the call records into the local database for Multi-Site reporting after retrieval is complete.

3. In the Retrieval options pane, select the FTP Server or the Network Server option. Based on your selection, CallAnalyst Enterprise Server retrieves the file and stores it in the specified FTP server or the Network server.

If you select FTP Server option, you must provide the the FTP Address, the User Name and the Password in the FTP pane. Please ensure that you have all permissions for that particular FTP Server.

4. To retrieve the generated report manually, click Get Now. It also checks for all the

settings.

Automating the retrieval option

CallAnalyst Enterprise Server allows you to automate when you want to retrieve the call records. You can specify how often you want to generate this particular report. This time period can be anywhere from once-a-month to daily.

1. In the Scheduling Options pane, select either the By Day option or the By Date option.

• By Day: Select this option to specify the Day of the Week (for example, Sunday) and the week of the month (for example, First week). For this example, all reports are generated on the first Sunday of every month.

• By Date: Select this option to specify the exact date (for example, 15). For this example, the report is generated on 15th of every month.

• Enabled: Select this option, if you want this profile to be available. You can also add, delete or rename the automation profile for later use.

2. To save the automation profile, click Save.

In order to run the automated profile, the scheduler must be running. To start the scheduler, click the Schedule button. When you save the automated setup, CallAnalyst Enterprise Server schedules the report retrieval.

To view the list of automated profiles

1. Right click the clock icon in the system tray (lower right corner of your screen).

2. Select Show Scheduler.

The CallAnalyst Scheduler window appears. 3. Click the Scheduled Tasks tab to view all the automated Profile details and their

status.

4. Click the Completed Tasks tab to view all the automated profiles that are completed.

Note: The Schedule button is available only on the server installations of CallAnalyst Enterprise Server.



Traffic Analysis Introduction

Traffic Analysis provides a user-friendly tool that helps to optimize the telecom resource utilization and maximize the ROI (Return on Investment) tied to such resources.

Traffic Analysis analyses historical call data over periods, presents the analysis results to the user in a bar chart and provides further details so that the user can understand how best can he deploy new resources, re-deploy existing resources or otherwise reconfigure the system to maximize the ROI - as defined by the user. It graphically depicts usage of trunk groups for specified time period and gives detail of calls when trunk usage was maximum.

Click the menu item Tools >Traffic Analysis from the main CallAnalyst window or click on the Traffic Analysis tool bar button in the main CallAnalyst screen.

By Default Traffic Analysis Window is as following: -



Setting Criteria for Traffic Analysis

Traffic can be analyzed using various date intervals and time slots. Appropriate criteria have to be set in the following window.

Start Date:- Start date and time from where call data will be analysed. The following issues needs to be

considered while setting the start date

• Start date should not be less than a day compared to the date of the first call in the database.

• Start Date/time should be always greater than the End Date/time

• Difference between start date and end date should be <= 2 months

End Date: - The end date and time till where call data will be analysed. The following issues needs to be considered while setting the end date.

• End date should be greater than a day compared to the last call in the database

• Start Date/time should be always greater than the End Date/time.

• Difference between start date and end date should be <= 2 months

Site:- Select the site for which the data has to be analysed.

Circuit Group: - Select the circuit group for which the call data has to be analysed.

Time Slot: - It is the interval of time for which the call data will be plotted in the call distribution chart. Users can specify the time interval based on the level of detail to which the data needs to be analysed.

Time slot can be set in

• In minutes (multiple of 5 minutes)·

• In hours (1-23)·

• In days (1-n)

By default this value is set to 1 hour.

Inbound/Outbound: - Here user can select the direction of the calls that needs to be analysed - Inbound, Outbound or both.



Details Section The section provides specific details of the data being represented in the call distribution chart

Total number of inbound calls: Displays the total number of inbound calls during the period of analysis

Total number of outbound calls: Displays the total number of outbound calls during the period of analysis

Maximum number of circuits utilized: Displays the maximum number of circuits utilized during the period of analysis

Duration for which maximum number of circuits used: Shows the total duration during which the maximum circuits are utilized.

Detail: Shows the various times slots at which the circuit utilization is at the maximum



WHAT-IF section

Traffic Analysis computes the Call Success Rate for the given number of circuits in the selected period of time. Lesser value for Call Success Rate can indicate that some of the calls get missed. A higher value can indicate that existing circuits are underutilized. What-If analysis uses the Erlang B model to calculate the corresponding Circuits or the Call Success Rate when one of the them is changed.

This section would be enabled on choosing minimum of 5 days data for analysis with All Calls being checked. It will be enabled after the call distribution is plotted on clicking the Execute button. While doing What-If analysis only one parameter among Circuits or the Call Success Rate can be changed.

Check on the radio button to select the parameter to be changed. After setting a value for say circuits click on Apply. The corresponding value for Call Success Rate will be displayed. The call distribution will also vary to display the new pattern of calls.



Managing Contacts Introduction

In CallAnalyst Enterprise Server, a contact can be an individual, a group or a company associated with one or more phone numbers. You can associate one or more phone numbers to a contact to generate accurate reports. After few calls, you can build a group of phone numbers to a single contact. For example, you can associate (503) 442-7777 and (503) 4427778 to a single contact name.

Adding a Contact

To add a contact

1. From the Edit menu, select Contacts.

Or On the toolbar, click Contacts.


2. Click Add.

The Contact Form appears.



Other than fields that are self-descriptive, some of the other fields that you need to enter are:

• Full Name: Click the Full Name button, to enter the full name of the contact. Enter the name as required and click OK.

• Account Code: Select the unique code of the account to whom the contact is

associated with.

• Contact Key: Each contact has a unique numeric or alphanumeric key associated with it. This number is called the Contact Key. It helps you to identify each contact.

• Billing Address: In this pane, select Work or Home. The bill for the calls would be mailed

to you based on your selection.

• Work: Data entered in this tab provides information about contact's official details. All fields in this section are optional and field names are self-descriptive. Use the ellipses button against the Phone and Fax field to type the phone and fax number correctly (Country Code, Area Code and Local Number).

• Home: Data entered in this section provides information about contact's home details. All

fields in this section are optional and field names are self-descriptive. Use the ellipses button against the Phone and Fax field to type the phone and fax number correctly (Country Code, Area Code and Local Number).

• Personal: Data entered in this section provides information about contact's personal

details. All fields in this section are optional and field names are self-descriptive.



Modifying Contact Details To modify contact details

1. In the Contacts window, select the contact and double click. 2. The Contact Form appears. For details see Adding a Contact.

After you make the necessary modifications, click Save and Close. To view contact details

1. From the Edit menu, select Contacts

Or

On the toolbar, click Contact.


All contacts along with their work addresses and other details are displayed in a tabular format.

To assign one or more phone numbers to a contact

From the Edit menu, select Contacts.

Or

On the toolbar, click Contacts.


Select the contact to whom you want to assign the phone numbers.

Click the Numbers button icon.



The Assign Phone Numbers window appears.

The left pane lists the phone numbers (if any) associated with the contact. The right pane lists

all the phone numbers from the call records that are not associated with the contact.

To assign a phone number to the contact, select the phone number from the right pane and

click <.

To remove a phone number, select the phone number from the left pane and click >.

To add a phone number, Click Add Phone. The Unassigned Phone Numbers window appears.

Type the phone number and line name. Click OK.

To edit a phone number ,Select a phone number from the Unassigned phone number pane.

Click Edit Phone. The Edit Phone Numbers window appears. Make the necessary changes and

click OK.



To view the call history for a contact

1. From the Edit menu, select Contacts. Or On the toolbar, click Contacts. The Contacts window appears.

2. Select the contact for whom you want to view the call history and click the Call History

icon.

All the calls made by or received by the particular contact along with all other

details appears in a tabular format.



Using Client Matter Introduction

In CallAnalyst Enterprise Server, Client Matter is a feature that allows you to group contacts and allows you to generate billing reports for all the calls made to and from those contacts for a particular period.

For example, let us consider two contacts Tom and Joe belonging to two different account services Civil and Criminal respectively in the same company. The company has some other contacts also. Now, assume that the account services Civil and Criminal have different hourly rates say $10 and $20. In law vertical a senior person may be speaking to Joe and a junior person may be speaking to Tom. Based on the seniority, the cost may differ as $10 and $20 respectively.

Now, you may need to generate reports only for contacts Tom and Joe and not for any other contacts in the company. This is where CallAnalyst Enterprise Server allows you to select a particular set of people using the Client Matter feature.

Adding a Client Matter

CallAnalyst Enterprise Server allows you to add a new client matter.

To add a client matter

1. From the Edit menu, select Client Matter.

2. Click Add.

The Client Matter window appears.



The Client Matter Definition window appears.

3. Enter the necessary details and click OK.

Associating Contacts to a Client Matter

CallAnalyst Enterprise Server allows you to associate contacts to a particular group or Client Matters.

To associate a contact to a client matter


The Client Matter window appears. 2. From the Client Matter drop down, select the client matter. 3. In the Client Matter -Contacts Association pane enter the contact name that you want

to associate. 4. To search for a contact, click Search Contacts. You can provide wild card characters.

You can only search for any contact or the company or the address associated with the contact. You cannot search for any account services to which the contact is associated. By default, all contacts are listed on the left hand side.

5. To assign a contact to the client matter, select the contact from the left pane and click >.

6. To remove a contact from the client matter, select the contact from the right pane and click

<.

Note: To modify a contact, double click the contact in the left or right pane.

Modifying a Client Matter

CallAnalyst Enterprise Server allows you to modify a client matter.

To modify a client matter

1. From the Edit menu, select Client Matter. The Client Matter window appears.

2. Click Edit.



The Client Matter Definition window appears. 3. Make the necessary changes and click OK.

Deleting a Client Matter CallAnalyst Enterprise Server allows you to delete a client matter.

To modify a client matter


The Client Matter window appears.

2. Click Delete.

The confirmation message pops up.

3. Click Yes to continue and click No to cancel. Customizing the Client Matter

CallAnalyst Enterprise Server allows you to customize the Client Matter keyword.

To customize the client matter keyword

1. From the Edit menu, select Change Client Matter to. The Change Client Matter to window appears.

2. Enter the new name for the Client Matter keyword, say Client Services.

3. Click Save. You need to restart the CallAnalyst Enterprise Server application, to view the

changes.



Glossary ANI: Automatic Number Identification service is a service that provides the BN or billing number of a party that calls. This information can identify the caller and all pertinent information associated with them.

CallerID: Information about the caller which is transmitted between the first and the second ring from the phone company. Standard Caller ID sends the caller's number only while enhanced Caller ID sends both the caller's number and name.

DNIS: Dialed Number Identification Service is a service that identifies which number was dialed by the caller for an incoming call. This is useful in a setup where there are several numbers to handle calls for specific products or services.

DISA: Direct Inward Station Access is the feature where the caller can call in to his/her voice mail and check messages or access their extension to make outbound calls elsewhere.

Out of Area: If a phone call was made from an area where CallerID service is not supported but you have subscribed to the CallerID service, then the information CallAnalyst Enterprise Server gets and records as, is Out of Area. Sometimes Out of Area calls are transmitted with the phone number only. In those cases the name field will be blank.

Private: If the caller has requested his phone company not to send CallerID information when they make calls, CallAnalyst Enterprise Server displays either Private or Blocked in the Line Name of the call record. You can still assign these numbers to a contact.

SMDR: Station Message Detail Reporting, or the information about about a phone call (for example, extension called, number dialed, date and time of call) that is generated by a phone system. Your phone system usually sends the SMDR data at the completion of an inbound or outbound call.

CDR: Call Detail Recording

MDR: Message Detail Recording



Documents

CallAnalyst Enterprise Server (Version 2.3) Enterprise Server (Version 2.3) CallAnalyst Enterprise Server User Guide Trivium System Inc. CallAnalyst User Guide Trivium System Inc 1