General Information Guide
November 30, 2011
for Version 6.0
NOTICE
The information contained in this document is believed to be accurate in all respects
but is not warranted by Mitel Networks Corporation (MITEL®). The information is
subject to change without notice and should not be construed in any way as a
commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and
subsidiaries assume no responsibility for any errors or omissions in this document.
Revisions of this document or new editions of it may be issued to incorporate such
changes.
No part of this document can be reproduced or transmitted in any form or by any
means - electronic or mechanical - for any purpose without written permission from
Mitel Networks Corporation.
Mitel is a trademark of Mitel Networks Corporation.
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Other product names mentioned in this document may be trademarks of their
respective companies and are hereby acknowledged.
® Trademark of MITEL Networks Corporation
© Copyright 2011, MITEL Networks Corporation
All rights reserved.
Table of Contents
Table of Contents
Chapter 1:
Overview
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Regional and language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
About the Call Accounting documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Chapter 2:
Call Accounting
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Tracking call use and costing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Tracking phone use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Costing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Reconcile carrier bills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Bill back departments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Time slots . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Configuration—YourSite Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Real-time Monitoring—Real-time Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Real-time monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Lifecycle reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Carrier Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Toll fraud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Digit patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Call cost thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Data Mining—SMDR Inspector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Search by call parties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Search by call types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Call Accounting Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Virtualization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Chapter 3:
Call Accounting Node
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Call Accounting Node software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Benefits of Call Accounting Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Remote Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Call Accounting Node configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
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Call Accounting General Information Guide
Chapter 4:
Call Accounting Resiliency
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Minimize single points of failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Maintain call progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Extensions and employees do not have to log back in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Highly distributed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Continued real-time monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Seamless historical reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Basic Call Accounting Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Advantages and Disadvantages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Advanced Call Accounting Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Advantages and Disadvantages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Full Call Accounting Resiliency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Advantages and Disadvantages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
OPS Manager integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Chapter 5:
Subscriber Services
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Configurable subscribers and subscriber groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Configurable subscriber plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Billing by extension or account code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Extended reporting capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Chapter 6:
Traffic Analysis
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Traffic Attendant reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Traffic DTMF Receiver Group reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Traffic Route reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Traffic Trunk reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Chapter 7:
PhoneSet Manager
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
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Table of Contents
Time-saving features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
5220 IP Phone display features and menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Telephony functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Call notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Single-point database administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Reports on calls tagged with account codes and call classification codes . . . . . . . . . . . . . . 55
Support for hot desking extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Support for external hot desking, home-based, and remote employees . . . . . . . . . . . . . . . 56
Chapter 8:
Screen Pop
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Comprehensive information availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Customizable display options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Seamless CRM integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Enhanced employee support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Chapter 9:
CTI Developer Toolkit
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
CTI Developer Toolkit — Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
CTI Developer Toolkit — Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Chapter 10:
Mitel Border Gateway Connector
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
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Call Accounting General Information Guide
vi
Chapter 1
Overview
General Information Guide
2
Overview
Overview
This guide provides an overview of Mitel® Call Accounting, an application that enables
customers to log call activity and monitor and control telecommunications costs. Call Accounting
is ideal for both general business and contact center operations.
Features covered in this guide:
•
Call Accounting
•
Tracking call usage and costing
•
YourSite Explorer
•
Real-time Client
•
Reporting
•
Toll Fraud
•
Data Mining—SMDR Inspector
•
Call Accounting Node
•
Call Accounting Resiliency
•
Subscriber Services
•
Traffic Analysis
•
PhoneSet Manager
•
Screen Pop
•
CTI Developer Toolkit (with server and client side components)
•
Mitel Border Gateway Connector
Licensing
You license Call Accounting based on the total number of physical extensions in your enterprise
on which you will generate reports. Your license reflects the maximum number of extensions
on which you can generate reports.
Call Accounting is included in Contact Center Solutions Standard, Advanced, and Premium
Starter Packs, but may be licensed separately.
To view details on your software licenses
Click Help=>About your Mitel applications.
To view details on your installed professional services
Click Help=>About your Mitel applications=>Professional Services.
3
General Information Guide
Regional and language support
Mitel Call Accounting supports the following languages
•
English
•
Canadian French
•
Brazilian Portuguese
•
Dutch
•
Chilean Spanish
Geographic support for Call Accounting is available in the following regions
•
North America
•
Latin America
•
United Kingdom and Netherlands
Audience
This guide is intended for
•
End customers
•
Solution providers
•
Sales executives
•
Sales engineers
About the Call Accounting documentation
Further detailed and full technical specifications about Call Accounting and the various Mitel
applications and integrations that can benefit a Call Accounting installation are available in the
following documents.
Call Accounting information guides:
4
•
Call Accounting User Guide: explains how to configure Call Accounting on your system,
and provides detailed information about the Call Accounting features.
•
Call Accounting Installation Guide: describes Call Accounting hardware and software
requirements, explains how to install and configure the Enterprise Server components,
details the Call Accounting set up, and explains how to program the necessary information
on the Mitel 3300 ICP, SX-200 ICP, 5000, and Axxess.
•
Call Accounting Reports Guide: describes Call Accounting and the Call Accounting
Subscriber Services reports. The Reports Guide includes procedures to run the reports and
descriptions of the reports.
•
Contact Center Solutions and Call Accounting Systems Engineering Guide: describes
Contact Center Solutions and Call Accounting system engineering requirements.
Overview
Other Mitel information guides:
•
Contact Center Solutions - General Information Guide: provides an overview of the Contact
Center Solutions suite.
•
3300 IP Communications Platform Resiliency Guidelines: provides an overview of the
requirements for deploying a resilient telephone system.
5
General Information Guide
6
Chapter 2
Call Accounting
General Information Guide
8
Call Accounting
Introduction
This section provides an overview of Mitel Call Accounting and its features. For more
information, refer to the following topics:
•
Overview
•
Features
•
Tracking of call usage and costs
•
Configuration—YourSite Explorer
•
Real-time Monitoring—Real-time Client
•
Reporting
•
Toll Fraud
•
Data Mining-SMDR Inspector
•
Optional applications
•
Virtualization
Overview
The purpose of Call Accounting is to enable businesses to manage call activity and call costs
effectively. It provides call logging information through historical reports and real time monitors.
Call Accounting is suitable for general business and contact center environments, Whether you
are tracking call traffic and call costs, billing back departments and budgeting telecom expenses,
or running a tenanting business where you need to charge back students or customers, Call
Accounting provides the functionality for your needs.
Call Accounting is included with either a Contact Center Enterprise or Business Edition license
(in supported regions only) or as a stand-alone license.
Features
Call Accounting out-of-the-box and optional features can be grouped as follows:
•
Tracking call use and costing (see page 10)
•
Configuration—YourSite Explorer (see page 11)
•
Real-time Monitoring—Real-time Client (see page 12)
•
Reporting (see page 14)
•
Toll Fraud (see page 20)
•
Data Mining—SMDR Inspector (see page 22)
•
Call Accounting Node (see page 25)
•
Resiliency (see page 33)
•
Subscriber Services (see page 39)
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General Information Guide
•
Traffic Analysis (see page 45)
•
PhoneSet Manager (see page 51)
•
Screen Pop (see page 57)
•
CTI Developer Toolkit (see page 63)
•
Mitel Border Gateway (see page 67)
Tracking call use and costing
Call Accounting ensures you have a true picture of how and where your business’s
telecommunications budget is being spent. You can use Call Accounting to track phone use,
cost calls, reconcile carrier bills, and bill back departments.
Tracking phone use
Call Accounting enables you to track phone use and to determine
•
The average and total duration of incoming and outgoing calls.
•
The average and total cost of incoming and outgoing calls.
•
The destination of outgoing call traffic.
•
The call activity per employee or extension.
•
The type of call, as determined by your YourSite Explorer configuration.
•
The overall call activity for your business: find out when your phone system is being used
most.
•
Where most of your long-distance budget is being spent, and which employees are making
the most and longest calls.
Costing calls
Call Accounting costs calls according to carrier plans, which you associate to trunk groups or
media servers:
Outbound calls
Outbound calls are outgoing calls from your company. The rate charged per call is
determined by the digits dialed. Rates are associated to digit patterns such as country
codes, area codes, or specific phone numbers.
Inbound calls
Inbound calls are incoming calls to your company. You can set charge rates for your system
using the Dialed Number Identification Service (DNIS), which is a feature of toll-free lines.
10
Call Accounting
Internal calls
Internal calls are calls that do not interact with the public telephone system. You can cost
internal calls on your own telephone system as you require.
Reconcile carrier bills
You can use Call Accounting to detect billing errors. By configuring Call Accounting to mimic
your phone carrier’s charges, you can detect discrepancies between your amounts and carrier
amounts.
Bill back departments
Call Accounting enables you to bill departments in your company. You can use this feature to
have departments cover their own calling costs. With the Subscriber Services addition, you can
also add equipment leasing costs and other fixed charges.
Time slots
Use time slots to configure different rates for varying time periods. Using Call Accounting, you
can determine a wide range of costing for different times of the day. For example, you can
define discounted costing for mornings and evenings while retaining normal costs during
business hours.
Configuration—YourSite Explorer
YourSite Explorer makes configuration of Call Accounting quick and easy, with features like
•
Synchronization—read and write devices between the telephone system and YourSite database and validate essential telephone system programming
•
Multi-selection and attribute changes of devices in one step
•
Viewing group membership information on the same window as installed devices
•
Viewing multiple windows of devices simultaneously and tabbing between them
•
Editing inline with an extended grid
•
Default configuration settings for North America, Latin America, United Kingdom, and the
Netherlands.
•
Import digit patterns using CSV import tool to quickly configure carrier plans, rates, and
digit patterns.
When device associations to device groups are updated in YourSite Explorer (whether the
device is renamed, added, or removed), users have their Contact Center Client real-time
monitors automatically updated to reflect the edit in real time, without having to close and
re-open the applications, delete devices from a list, or reselect devices or device group filters.
Figure 1 displays an example of the YourSite Explorer interface.
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General Information Guide
Figure 1: YourSite Explorer
Real-time Monitoring—Real-time Client
Real-time Client is the software application for client computers. You use Real-time Client to
access extension monitors, view and clear alarms related to performance variables, access
Real-time Chat and access PhoneSet Manager functions, if you have PhoneSet Manager
installed. Figure 2 displays Real-time Client as it appears on the client computer.
Figure 2: Real-time Client
12
Call Accounting
Real-time Client’s main functions are:
•
Real-time monitors
•
Management console
•
PhoneSet manager controls (when PhoneSet Manager is installed)
Real-time monitors
NOTE: The Call Notes monitor only works with PhoneSet Manager installed.
When used with the Mitel 3300 ICP telephone system, Call Accounting can provide real-time
information through Real-time Client to enable real-time monitoring. Real-time monitoring
enables you to view the state of extensions, view call notes for transferred calls, and view the
state of your network.
Real-time Client enables you to use the following real-time monitors
•
Extension monitor
•
Call Notes monitor
•
Network monitor
Extension monitor
The extension monitor enables you to view the current activity of extensions within your
business. Using the extension monitor, you can see if an extension is available, on a call,
or unavailable. Real-time extension monitors display the general business activity of
extensions including caller ID, Busy Lamp Field (BLF), call costing, and real-time alarming.
Figure 3 displays an example of an extension monitor.
Figure 3: Extension State by Position real-time monitor
Call Notes
Call Notes enable employees to add notes to calls in progress. When a call is transferred
to another extension, the PhoneSet manager pop-up will display the most recent notes
associated with the call. When another employee answers the call, Real-time Client appears
on top of all other open applications and displays the Call Notes Monitor. The monitor
includes all notes associated with the current call.
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General Information Guide
Network monitor
NOTE: You must have administrator access to view the Network monitor.
The Network Monitor enables you to see critical and warning alarms. Critical alarms warn
you of errors related to data collection, low disk space, or other situations that may cause
the Call Accounting server to function unreliably. Warning Alarms warn you of non-critical
issues such as license violations and duplicate record creation.
Management Console
The Management Console application resides in Real-time Client. Using Management Console,
you can perform various Call Accounting administrative functions. These functions include:
•
•
•
•
Configuration
•
Update the Server IP address
•
Import configuration data
Maintenance
•
Start the Call Accounting maintenance routine
•
Summarize system data — upload telephone system data to the SQL database
Support
•
Create a support package — create an information package to aid prairieFyre in providing the support you require
•
View contact information — provide contact details to prairieFyre to receive support
System
•
Control services — enables access to all Call Accounting services and mandatory
system services
•
Convert data files — enables you to convert historical data from competitor products
to prairieFyre data, ensuring you do not lose historical data during a product transition
Reporting
Mitel Call Accounting Reporter and Scheduled Reports applications provide detailed
telecommunication statistics. The applications provide over 110 reports that cover both specific,
and user-defined date and time periods. With Reporter and Scheduled Reports you can both
produce reports on demand or schedule them to run at a time of your choice. You can also
automatically email reports to individual employees or to employee groups.
Report filtering features help you further define and customize your report data output. By
defining filters, you can refine the information you want to see in reports. There are a variety
of filters available, depending on the type of report being generated. Potential filters include:
14
Call Accounting
•
Call direction (incoming or outgoing)
•
Account Code
•
Phone number
•
DNIS
•
Extension
•
Trunk
•
Call duration
•
Call cost
•
Call type
Advanced options enable you to define additional variables, including report output language,
render type (excel or PDF), and email distribution options.
The Call Accounting report types are:
•
Lifecycle reports
•
Account Code reports
•
ANI reports
•
Division reports
•
DNIS reports
•
Employee reports
•
Enterprise reports
•
Extension reports
•
Phone Number reports
•
Trunk reports
Lifecycle reports
Lifecycle reports provide detailed information on all events related to the life of a specific call,
from the moment the call enters the telephone system to call termination. Filters enable you to
define a range of devices and options that will be reported on in the Lifecycle report. Lifecycle
reports also include call notes.
Lifecycle reports can generate information on DNIS and DNIS groups, voice extensions and
voice extension groups, trunk and trunk groups, sites, and media servers. Figure 4 displays an
example of a Lifecycle report.
15
General Information Guide
.
Figure 4: Lifecycle Report example
Carrier Reports
Carrier reports are generated with the SMDR information collected from the calls in your
enterprise. The carrier plans you configure in YourSite Explorer determine the call costs shown
in carrier reports, and provide you with the flexibility to determine how you view costs.
The individual carrier report types you can access in Call Accounting are listed below. An
example of each report is also provided.
Account Code reports
Account Code reports provide an indication of call activity and associated costs incurred
by account code. Figure 5 is an example of the Account Code Accounting by Account Code
report.
16
Call Accounting
.
Figure 5: Account Code Accounting by Account Code report
ANI reports
ANI reports provide an indication of call activity and call cost by ANI. Figure 6 is an example
of the ANI Accounting by Interval report.
.
Figure 6: ANI Accounting by Interval report
Division reports
Division reports provide an indication of call activity and call cost by employee division or
extension division. Employee divisions are groups of employee groups and extension
divisions are groups of divisions. Figure 7 is an example of an Extension Accounting by
Division Group report.
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General Information Guide
Figure 7: Extension Accounting by Division Group report
DNIS reports
DNIS reports record call activity and call costs for DNIS numbers. Figure 8 is an example
of a DNIS Group Accounting by DNIS by Call Type report.
Figure 8: DNIS Group Accounting by DNIS by Call Type
Employee reports
Employee reports can be generated on individual employees or employee groups. The
employee reports provide an indication of call activity and call cost by employee. Figure 9
is an example of an Employee Accounting Summary report.
18
Call Accounting
Figure 9: Employee Accounting Summary
Enterprise reports
Enterprise reports enable you to track patterns in usage and manage call flows across sites.
These reports provide a broad overview of enterprise level activities and costs by media
server, toll fraud, and call trace reports. Enterprise reports incorporate data from multiple
telephone systems to enable you to view the “big picture”. Figure 10 is an example of a
Site Accounting Toll Fraud report.
Figure 10: Site Accounting Toll Fraud report
Extension reports
Extension reports can be generated on both individual extensions and extension groups.
They provide an indication of call activity and call costs by extension. Figure 11 is an example
of an Extension Group Accounting by Extension by Call Type report.
Figure 11: Extension Group Accounting by Extension by Call Type report
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General Information Guide
Phone Number reports
Phone Number reports provide an indication of call activity and call cost by phone number.
Figure 12 is an example of a Phone Number Accounting Trace report.
Figure 12: Phone Number Accounting Trace report
Trunk reports
Trunk reports can be generated on both individual trunks and trunk groups. They provide
an indication of call activity and call cost by trunk. Figure 13 is an example of a Trunk
Accounting Trace report.
.
Figure 13: Trunk Accounting Trace report
Toll fraud
Toll Fraud refers to the misuse of a telephone system. Using Call Accounting, you define what
your company considers to be toll fraud. You can specify toll fraud as specific digit patterns,
internal calls, or calls that cost more than a set rate.
20
Call Accounting
You can also use real time alarming with Toll Fraud to detect calls that are flagged as toll fraud
as they occur, enabling instant action on calls of this nature. You can receive alarms through
Real-time Client or by email.
Using Call Accounting, you can configure toll fraud for:
•
Digit Patterns
•
Call cost thresholds
Digit patterns
When adding digit patterns to Call Accounting through YourSite Explorer using carrier plans,
you can define specific patterns as toll fraud. Toll fraud digit patterns to consider include:
•
Toll charge numbers, such as 1-900.
•
Calls to specific countries.
•
Calls to specific cities or areas.
•
Calls to individual companies or homes.
Figure 14 displays the digit pattern toll fraud option in YourSite Explorer.
Figure 14: Digit pattern toll fraud option
Call cost thresholds
You can configure Call Accounting to report on calls that cost more than a pre-defined rate. For
example, if you mark calls over $10 as toll fraud, then all calls $10.01 and greater will be listed
as toll fraud in reports. Figure 15 displays the call cost threshold for defining toll fraud in YourSite
Explorer.
Figure 15: Call cost threshold toll fraud option
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General Information Guide
Data Mining—SMDR Inspector
SMDR Inspector is a flexible tool that searches SMDR data according to defined search
variables to find specific telecommunication events. SMDR Inspector enables you to verify that
the reports produced by Call Accounting are valid, by conducting searches against the raw
telephone data. Results are displayed in an easy to read table format that can be printed or
saved.
SMDR Inspector provides businesses with the following capabilities
•
Search telephone system data by date
•
Search telephone system data by media server
•
Search telephone system data by Call Parties
•
Search Telephone system data by Call Type
•
Refine search criteria with the SMDR Inspector Options tab
Search by call parties
Searching by call parties criteria helps you find call events in the raw telephone data, such as
calls an extension received (call party), calls an extension made (calling party), or the extension
the call was transferred to (third party). See Figure 16 for an example of the call parties tab.
Figure 16: The Call parties tab in SMDR Inspector
Search by call types
Searching by call types criteria enables you to search the raw telephone data and find call
events for the types of calls that an extension received. These call types can include abandoned,
interflowed, requeued, unavailable, or outbound calls. Figure 17 displays the Call types tab in
SMDR inspector, illustrating some of the search variables that can be entered.
22
Call Accounting
Figure 17: The Call types tab in SMDR Inspector
Call Accounting Applications
Call Accounting can be used in conjunction with numerous Mitel products. The interoperability
of Call Accounting with other Mitel Products delivers enhanced capabilities to the basic Call
Accounting software suite. The following chapters examine these other software and hardware
offerings that, when used with Call Accounting, extend its functionality.
Virtualization
Call Accounting applications are supported on a variety of virtual and thin-client systems: Citrix,
Microsoft Virtual Server, Microsoft Hyper-V, and VMware. For details on thin-client and
virtualization support, see the Contact Center Solutions and Call Accounting System
Engineering Guide.
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General Information Guide
24
Chapter 3
Call Accounting Node
General Information Guide
26
Call Accounting Node
Introduction
This section provides an overview of the Mitel Call Accounting Node. For more information,
refer to the following topics.
•
Overview
•
Call Accounting Node software
•
Remote Server
•
Call Accounting Node configuration
Overview
NOTE: A single Call Accounting Node can collect data for one voice media server. If you
have additional media servers, you require additional Call Accounting Node licenses.
Call Accounting Node enables you to set up a remote collection point at a separate location. It
is an add-on application that provides multi-site capabilities using a single-server configuration.
Call Accounting Node software
Call Accounting Node software collects raw data from remote media servers. The data is filed
on a local hard drive and streamed to the prairieFyre Collector Service (on the Enterprise
Server) over TCP/IP.
If you have a multisite, geographically dispersed company with Call Accounting, you can collect
SMDR data from more than one communications platform using a Call Accounting Node. The
Call Accounting Node can reside at one or more remote locations, allowing you to leverage
multisite Call Accounting functionality while minimizing the overhead costs associated with
multiple servers.
The Call Accounting Node software allows you to collect SMDR data from OPS Manager (via
Enterprise Manager) at a corporate office across a company’s LAN/WAN and internet via
TCP/IP or FTP. The Enterprise Server supports extensions throughout the enterprise. The
remote locations do not have configuration requirements.
Call Accounting Node does not require SQL, IIS, or other server support applications at your
remote sites. This results in significant cost savings. In addition, the data collection provides
added security in case of network outages.
Call Accounting Node software performs the following functions
•
Collects SMDR data from single or co-located telephone systems
•
Stores SMDR data on the local Call Accounting Node server
•
Streams SMDR data to the Call Accounting Server for enterprise wide real-time statistics with automatic synchronization and stores all statistics on the Enterprise Server
for accurate, multi-site, historical reporting
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General Information Guide
•
Automatically synchronizes and stores all call statistics on the Enterprise Server for
accurate multisite historical reporting
•
Uses a telephone system neutral collection process that allows you to collect data and
run reports on companies with various Mitel telephone systems
Benefits of Call Accounting Node
Call Accounting Node provides the following benefits
•
A small application footprint, which does not require Microsoft supporting applications (SQL,
Internet Information Server.).
•
Increases reliability through redundant data collection. Call Accounting Node stores SMDR
data locally if network fails.
•
Collects data over COM ports or TCP/IP.
•
Leverages existing computers at remote company locations.
•
Implements a centralized backup strategy.
•
Lowers administrative overhead and maintenance.
•
Supports dual telephone system data collection.
Remote Server
Remote Server installs media servers for voice, and/or the WallBoarder Service on Call
Accounting Node servers.
Call Accounting Node configuration
Figure 18 displays a possible Call Accounting Node configuration.
At the Main Office, the prairieFyre Collector Service collects data from the media servers at the
site (A SX-200). A Call Accounting Node is not required at the site.
Office 2 uses a 3300 ICP media server to communicate directly by TCP/IP to the prairieFyre
Collector Service at the Main Office. Since there is no Call Accounting Node, SMDR data from
Office 2 would be lost during a service outage.
Office 3 uses a SX-200 media server. The SX-200 communicates with a Call Accounting Node,
which then communicates with the prairieFyre Collector Service at the Main office. In the case
of a service outage, SMDR data from office 3 would be available.
28
Call Accounting Node
Figure 18: Call Accounting Node configuration example
29
General Information Guide
30
Chapter 4
Call Accounting Resiliency
General Information Guide
32
Call Accounting Resiliency
Introduction
This section provides an overview of Mitel Call Accounting Resiliency. For more information,
refer to the following topics:
•
Overview
•
Features
•
Configuration
•
OPS Manager integration
Overview
Call Accounting Resiliency, available with the Call Accounting Network License, provides
businesses with an immediate response to outages and enables Call Accounting to remain in
service in the event of a primary telephone system failure. Call Accounting Resiliency supports
the resiliency, scalability, and virtual models of the Mitel telephone systems and is an add-on
option to Call Accounting.
NOTE: Active calls on the primary controller will be lost during a telephone system failure.
Calls in progress on the secondary controller will remain active while the secondary
controller picks up all new calls.
A resilient Call Accounting configuration typically consists of two 3300 ICPs, with one failing
over to the other. Resilient Call Accounting is able to scale to a multi-controller environment
programmed within a cluster. During normal operation, Call Accounting costs calls on the
primary controller. If the primary controller fails, the secondary controller takes over, ensuring
that Call Accounting continues to operate as normal.
NOTE: Call Accounting Resiliency is supported on 3300 ICP only.
Features
Call Accounting Resiliency includes the following features
Minimize single points of failure
•
With resiliency, depending on the configuration, extensions can remain active during
a telephone system failure, and down time can be averted or minimized while performing upgrades.
•
Reliability down to the desktop
Maintain call progress
•
In a multiple trunk configuration, calls in progress can be maintained if a switch fails.
In the event of an outage, employees and customers remain on the line until they
33
General Information Guide
conclude their conversations. Only after a call ends does an extension or employee
phone automatically reregister with the failover controller.
•
Callers are unaware of the outage / system event
•
Failover occurs seamlessly – customers do not experience any delay in service or
interruptions while on calls with employees. Only after an employee hangs up does the
employee’s phone reregister with the failover controller.
Extensions and employees do not have to log back in
Extensions and employees are rerouted to the available telephone system in case of a
failure, and are automatically logged back into the system.
Highly distributed
The Mitel 3300 ICP resiliency solution is highly distributed, spreading trunk density,
extensions, and employees across several nodes. It provides a high level of resiliency and
ensures that there is no single point of failure.
Continued real-time monitoring
Supervisors can quickly identify extensions and employees as soon as their phones
reregister with the failover controller. Real-time monitors indicate which extensions and
employees have re-registered.
Seamless historical reporting
Call Accounting provides seamless historical reporting during a network or controller
outage. The date and time of the primary controller is maintained to ensure reports are
accurate.
Configuration
Call Accounting is flexible and can be configured to serve your needs. Call Accounting
Resiliency configurations are based on the level of resiliency achieved. The classes for
resiliency are:
•
Basic Call Accounting Resiliency
•
Advanced Call Accounting Resiliency
•
Full Call Accounting Resiliency
Basic Call Accounting Resiliency
Figure 19 displays a Call Accounting Resiliency set up with extension paths programmed on
both Extension Controllers. Paths are set up with some extensions and extension groups on
both controllers. These paths take calls for the same 800 number. The calls from the public
exchange split evenly between two Extension Controllers.
34
Call Accounting Resiliency
Figure 19: Basic Call Accounting Resiliency configuration
Advantages and Disadvantages
Advantages:
•
no single point of failure
•
most economical two-controller solution
•
100% of extensions remain in service
•
100% of trunks remain in service if each controller is provisioned with the required hardware
to support 100% of the trunk traffic
Disadvantages:
•
less resilient than advanced or full resiliency configurations
•
not scalable – limited to 100 IP extensions per controller
Advanced Call Accounting Resiliency
In the Advanced Call Accounting Resiliency configuration displayed in Figure 20, the extension
paths are programmed on the trunking gateway.
35
General Information Guide
Figure 20: Advanced Call Accounting Resiliency configuration
Advantages and Disadvantages
The advantages:
•
if the primary controller fails:
•
100% of extensions remain in service
•
100% of trunks remain in service
•
scalability – up to 2 100 active extensions can be supported on the primary or secondary
controller depending on the number of gateways
•
the 3300 ICP CX and CXi Controllers can support up to 65 extensions (all IP phones) with
one gateway
Full Call Accounting Resiliency
In the Full Call Accounting Resiliency configuration displayed in Figure 21, the extension paths
are programmed on multiple trunking gateways.
36
Call Accounting Resiliency
Figure 21: Full Call Accounting Resiliency configuration
Advantages and Disadvantages
The advantages:
•
No single point of failure.
•
If primary fails, all extensions remain in service.
•
All trunks remain in service if each trunking gateway is provisioned with the required hardware to support 100% of the trunk traffic.
•
All calls are maintained when an extension controller fails.
•
50% of active calls are maintained if a trunking gateway fails.
•
If the extension controller fails, employees on an active call can complete active calls before
failover (held calls are lost).
•
Scalability - up to 500 active extensions can be supported on the primary or secondary
controller depending on the number of gateways.
OPS Manager integration
OPS Manager is a telecommunications management tool that simplifies administration and
maintenance for a network or cluster of 3300 ICPs. OPS Manager offers a centralized telephone
directory, networked moves, adds and changes, and the ability to automate many repetitive
37
General Information Guide
administration tasks including time synchronization and placing individual voice platforms into
night service.
OPS Manager provides additional functionality to Enterprise Manager and is purchased in
conjunction with Enterprise Manager.
Using a standard web browser, an authorized user can perform the following functions from
any PC on the network.
38
•
Manage a network telephone directory.
•
Manage Messaging Server voice mail boxes.
•
Move, add, change, and delete users.
•
Schedule pending moves, additions, and changes to the 3300 ICP database.
•
Integrate the network telephone directory with other network telephone directories through
Integrated Directory Services (IDS) and Integrated User Management (IUM).
•
Locate unused directory numbers and unused circuits.
•
Activate and deactivate Call Forwarding.
•
Configure resilient Hunt Groups, Voice Mail Hunt, and Record-a-Call Hunt Groups from a
3300 ICP and manage these Hunt Groups using OPS Manager.
Chapter 5
Subscriber Services
General Information Guide
40
Subscriber Services
Introduction
This section provides an overview of Mitel Subscriber Services. For more information, refer to
the following topics:
•
Overview
•
Benefits
•
Features
•
Reports
Overview
Subscriber Services is an application that allows you to modify call costs based on carrier plans.
It allows you to mark up carrier costs and charge additional billing options. A subscriber is
someone to whom you provide a communication product or service, such as a student in a
dormitory, or a tenant in a rooming house. You can mark up, or charge only a fraction of the
true cost of a bill to a subscriber using the configurable plans in Subscriber Services.
You use Subscriber Services to create your own custom costing plans, enabling you to cost
the calls you want to charge back to a subscriber. Subscribers or employees are associated
with subscriber plans according to your billing needs.
To track phone use, extensions and account codes are associated to subscribers or employees.
Billing options can be associated to subscriber plans to charge for periodic fees (i.e. monthly
equipment rental), or percentage based fees (i.e. taxes).
Benefits
Subscriber Services provides the capabilities to:
•
Track and bill subscribers.
•
Mark up or discount carrier costs or charges based on your own custom costing. You can
augment carrier costs, regardless of the number of carriers you have. To apply the same
fixed fee and percent for multiple carriers, based on carrier costs, you can create multiple
plans by adding a 10 cent, plus 5% markup to each.
•
Specify call types or call rates for outbound, inbound, or internal calls.
•
Produce extended reporting.
Features
Subscriber Services provides the following features
•
Configurable subscriber and subscriber groups.
41
General Information Guide
•
Configurable subscriber plans, mark up carrier plans, and customizable cost plans for
outbound, inbound, and internal calls.
•
Billing by extension or account code
•
Extended reporting capabilities
Configurable subscribers and subscriber groups
Configure subscribers and subscriber groups in YourSite Explorer. Associate an extension or
Account Code to each subscriber to enable bill back and subscriber tracking functions.
Configurable subscriber plans
Use subscriber services to define basic or advanced subscriber plans. Enable markup or
discount carrier plan rates, or specify call rates for outbound, inbound and internal calls.
Billing by extension or account code
Subscriber services enables billing to extensions or account codes. Using account codes, you
can enable subscribers to call from any phone, while ensuring the subscriber is billed for the call.
Extended reporting capabilities
Subscriber reports provide call statistics to help you track subscriber call activity and costs. You
can report on all types of calls and create reports with the appearance of bills to provide to
subscribers.
You can generate the subscriber reports if you have associated subscriber plans to subscriber
devices. You generate employee reports if you associate employees to the subscriber plans.
Subscriber Services includes the following report types
•
Subscriber reports
•
Employee reports
•
Employee division reports
Subscriber reports
Subscriber reports provide an indication of call activity and call costs by subscriber and
subscriber group according to subscriber plans. Figure 22 displays a Subscriber Billing by
Account Code report example.
42
Subscriber Services
Figure 22: Subscriber Billing by Account Code report example
Employee reports
Employee reports provide an indication of call activity and call cost by employee or employee
group. Figure 23 displays a Employee Billing Usage and Service Charges report example.
Figure 23: Employee Billing Usage and Service Charges report example
Division reports
Division reports provide an indication of call activity and call cost for Employee Groups
(groups of employees) or Employee Divisions (groups of employee groups) based on
subscriber plans. Figure 24 displays an All Employee Divisions Billing by Employee Division
report.
43
General Information Guide
Figure 24: All Employee Divisions Billing by Employee report example
44
Chapter 6
Traffic Analysis
General Information Guide
46
Traffic Analysis
Introduction
This section provides an overview of Mitel Traffic Analysis. For more information, refer to the
following topics:
•
Overview
•
Features
Overview
Traffic Analysis is an application that provides an overall view of trunk traffic and enables you
to analyze the traffic to maximize service and decrease costs. Trunk traffic data is provided
through a number of reports.
Traffic Analysis reports provide call statistics on attendant and attendant groups, DTMF
receivers, route lists, route plans, routes, and trunks. You can create on-demand or scheduled
Traffic Analysis reports. Traffic Analysis reports are not available in real time.
Features
Traffic Analysis includes the following report types
•
Traffic Attendant reports
•
Traffic DTMF Receiver Group reports
•
Traffic Route reports
•
Traffic Trunk reports
Traffic Attendant reports
The following reports enable you to view and analyze attendant call activity by period:
•
Attendant Console Traffic by Period reports—show the attendant console call activity
for the shift duration and day(s) you specify. The activity is on a per-console basis,
regardless of the number of attendants who may have manned it during the activity period.
•
Attendant and Attendant Group Traffic by Period reports—show the attendant and
attendant group call activity for the shift duration and day(s) you specify.
47
General Information Guide
Figure 25 is an example of an Attendant Console Traffic by Period report.
Figure 25: Attendant Console Traffic by Period report
Traffic DTMF Receiver Group reports
The following report enables you to see if your telephone switch has sufficient DTMF receivers
available to service your outbound callers.
•
DTMF Receiver Group Traffic by Period reports —report on the accessibility of DTMF
receivers for the shift duration and day(s) you specify.
Figure 26 is an example of a DTMF Receiver Group Traffic by Period report.
Figure 26: DTMF Receiver Group Traffic by Period report
48
Traffic Analysis
Traffic Route reports
The following reports enable you to identify the period of busiest route traffic:
•
Route List Traffic by Period reports—show route list activity for the shift duration and
day(s) you specify. A route list determines where call traffic is directed, based on a prioritized
list of routes
•
Route Plan Traffic by Period reports—show route plan activity for the shift duration and
day(s) you specify. A route plan determines where call traffic is directed, based on the time
of day and day of week.
•
Route Traffic by Period reports—show route activity for the shift duration and day(s) you
specify.
Figure 27 is an example of a Route List Traffic by Period report.
Figure 27: Route List Traffic by Period report
Traffic Trunk reports
The following reports enable you to identify the period of busiest trunk traffic. You can use the
information in these reports to configure trunks effectively and schedule the required staff.
•
Trunk Traffic by Period reports—show trunk activity for the shift duration and day(s) you
specify.
•
Trunk Busy Hour Traffic by Day of the Week reports—show the trunk’s busiest hour for
each day of the week.
•
Trunk and Trunk Group Traffic Usage by Day of the Week reports—show the use of
trunks or trunk groups across 15-, 30-, or 60-minute intervals for each day of the week.
•
Trunk Group Outgoing Traffic by Period reports—show the outgoing trunk activity for
the shift duration and day(s) you specify.
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General Information Guide
•
Trunk Group Outgoing Traffic Usage by Day of the Week reports—show the outgoing
trunk usage across each day of the week.
•
Trunk Group Outgoing Busy Hour Traffic by Day of the Week reports—show the
outgoing trunk’s busiest hour for each day of the week.
Figure 28 is an example of a Trunk Traffic by Period report.
Figure 28: Trunk Traffic by Period report
50
Chapter 7
PhoneSet Manager
General Information Guide
52
PhoneSet Manager
Introduction
This section provides an overview of the Mitel PhoneSet Manager. For more information, refer
to the following topics.
•
Overview
•
Benefits
•
Features
Overview
The PhoneSet Manager application is an add-on products to Call Accounting that enable
employees to use their desktop computers as IP-based phones. PhoneSet Manager automates
Mitel IP phone sets from the desktop computer, enabling complete phone set functionality
through the computer desktop.
PhoneSet Manager is designed for the 3300 ICP (with the Mitel 5235, 5330, 5340, and
Navigator) telephone systems.
Benefits
PhoneSet Manager
•
Facilitates first contact resolution
•
Significantly increases efficiency and productivity
•
Readily shows employee or extension availability
Features
PhoneSet Manager include the following features:
•
Time-saving features
•
5020 IP Phone display features and menus
•
Telephony functions
•
Support for Personal Identification Number (PIN) functionality
•
Call notes
•
Single-point data administration
•
Reports on calls tagged with account codes and call classification codes
•
Support for hot desking extensions
•
Support for home-based and remote employees
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General Information Guide
Time-saving features
PhoneSet Manager boost employee productivity and optimizes desktop real-estate use, while
providing the following time-saving features and productivity enhancements:
•
Employees gain efficiency by performing all actions from within one application on their
desktops
•
Automated functions allow employees to perform actions using fewer steps
•
PhoneSet Manager is embedded in the task bar and its menu is available in the System
Tray, enabling quick access
•
PhoneSet Manager’s unified address book gives users access to YourSite database phone
extensions and Outlook Personal Contact or Global Address List phone numbers
•
Employees can add notes to calls to share with other employees involved in a call
•
Customizable user interface, configurable ring tones, shortcut keys for telephony features,
and pre-programmable call forward destinations and speed call numbers
•
Pop-up windows, click-to-select telephony options, pick lists with contacts for transferring
and conferencing calls, and pick lists with account codes and call classification codes
•
Speaker and microphone volume control
•
Preferred ring sounds for each phone line
5220 IP Phone display features and menus
PhoneSet Manager incorporates the Mitel 5220 IP Phone superkey and phone book
functionality. The PhoneSet Manager user interface (UI) closely resembles the 5220 IP Phone.
(See Figure 29) The UI displays Redial, Cancel, and Message buttons and provides hyperlinks
that emulate the 5220 IP Phone soft buttons used to navigate the 5220 IP Phone menu system.
Figure 29: PhoneSet Manager User Interface
54
PhoneSet Manager
Telephony functions
Using PhoneSet Manager, employees can readily answer calls or forward them to extensions
or phone numbers. They can select people from contact and speed dial lists and perform the
following actions: Redial, Transfer, Conference, Mute, Forward, Request help, Hold, Retrieve,
Split, Swap, Camp on, Leave a message, Retrieve a message, Call me back, Hang up, and
Cancel.
Call notes
When employees are speaking with customers, they can add notes to calls to share with other
employees involved in the call. This ensures employees and supervisors have context on calls
and know what information has been provided to customers upon call transfer. When a call is
being transferred to an employee or supervisor, the soft phone pop-up displays the most recent
note associated with the call. When the employee answers the call, Real-time Client appears
on top of all other open applications and displays the Call Notes monitor. The monitor includes
all of the call notes associated with the current call.
Employees can add notes each time a call is transferred, and employees on conference calls
can add notes simultaneously. Each set of notes includes the employee’s name and a date/time
stamp. When an employee completes a call and answers a new call or closes the Call Notes
monitor, all call note information is saved and appended to the Lifecycle reports. Figure 30
displays an example of the call notes feature.
Figure 30: Call Notes
Single-point database administration
Managers benefit from single-point database administration. PhoneSet Manager is
automatically updated with any database changes, so employees always have the latest
information at hand. PhoneSet Manager provides pick lists for the account codes, call
classification codes, extensions, and employees configured in Call Accounting.
Reports on calls tagged with account codes and call classification codes
Managers can generate reports on calls tagged with account codes and call classification codes.
They can assess the impact of advertising campaigns and see the distribution of inquiries
across products and services.
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General Information Guide
Figure 31 illustrates how PhoneSet Manager integrates with Real-time Client to provide
real-time presence. An employee views the availability of other employees and right-clicks an
idle extension to transfer a call to the extension.
Figure 31: Employee transferring a call in PhoneSet Manager
Support for hot desking extensions
PhoneSet Manager supports hot desking employees. When an employee is configured as a
Mitel hot desking employee, an employee uses a unique Account Code for accessing outside
lines. The Account Code is a forced verified Account Code. Each employee must enter an
Account Code to make an outgoing call. The cost is associated with the employee regardless
of which phone extension is used.
Support for external hot desking, home-based, and remote employees
When an employee is configured as an external hot desking agent, the are associated with any
external dialable number, enabling the system to ring an agent working remotely. Using Mitel
Border Gateway Connector, external hot desking employees can use the full suite of Call
Accounting applications. In order to fully integrate with the Call Accounting, external hot desking
employees requires a phone or USB headset, a computer, a router, and a high-speed Internet
connection.
Home-based agents, remote agents, and supervisors can perform telephony functions without
the use of a Virtual Private Network (VPN) using Mitel Border Gateway Connector and Contact
Center Client. They can use IP desk phones, automate desk phones using Contact Center
PhoneSet Manager.
56
Chapter 8
Screen Pop
General Information Guide
58
Screen Pop
Introduction
This section provides an overview of the Mitel Screen Pop. For more information, refer to the
following topics:
•
Overview
•
Benefits
•
Features
Overview
NOTE: Screen Pop requires Visual Workflow Manager or Intelligent Queue with ANI /DNIS
and/or Collect Caller Entered Digits options, Call Accounting, and PhoneSet Manager.
Screen Pop is an add-on application to Call Accounting that launches applications or Web
pages when employees answer calls. In addition, it enables employees to automatically receive
caller information via pop-ups on their computer monitors when they receive calls. (See Figure
32.) Businesses can generate personalized pop-ups for each caller using a customer database.
The pop-ups can display the caller name, DNIS (the telephone number the caller dials), ANI
(the telephone number of the caller), and caller entered digits (digits the caller enters for
identification purposes), such as a customer site key.
By default, Screen Pop either launches Microsoft Outlook contact information or a caller-specific
inbound trace report Web page. Alternatively, Screen Pop can launch a Web page or application
you create.
Figure 32: Screen Pop
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General Information Guide
Benefits
Screen Pop enables businesses to
•
Enhance employee efficiency by providing caller information before they answer calls,
enabling calls to be handled quickly and effectively
•
Customize Screen Pop to display customer information most important to your business
•
Provide employees with customer call history and journal entries to improve customer
service
Features
Screen Pop provides the following features
•
Comprehensive information availability
•
Customizable display options
•
Seamless CRM integration
•
Enhanced employee support
Comprehensive information availability
When a call arrives, PhoneSet Manager provides the employee with a pop-up window that
contains the caller’s name and number. With Screen Pop, you can display additional information
such as the DNIS, ANI, and caller entered digits. With caller information readily available,
extensions can identify callers and know whether to answer or redirect calls.
Customizable display options
With the help of prairieFyre Professional Services, you can use your company’s existing
customer database to customize the data that appears in the Screen Pop. With detailed
customer information at hand, employees can reduce the amount of time required to serve
callers and increase the efficiency of your business.
Seamless CRM integration
With the purchase of the CRM connector, Screen Pop can launch a CRM application or Web
page. Employees view both the pop-up and the CRM database or Web page simultaneously.
This ensures employees have relevant caller and account information before they answer the
call.
Enhanced employee support
The Screen Pop Inbound Trace report Web page enables employees to create, view, and edit
journal entries and make educated decisions when answering or redirecting calls. This
minimizes instances of customers repeating the same information over and over again.
60
Chapter 9
CTI Developer Toolkit
General Information Guide
62
CTI Developer Toolkit
Introduction
This section provides an overview of the Mitel CTI Developer Toolkit. For more information,
refer to the following topics:
•
Overview
•
Features
•
Configuration
Overview
The CTI Developer Toolkit is a software development tool, activated with the Integrated Client
License, that enables in-house developers to automate processes and information sharing
within your business. Using CTI Developer Toolkit, developers can
•
Automate employee computers and phones
•
Integrate Customer Relationship Management (CRM) and Enterprise Resource Planning
(ERP) systems or any OBCD compliant database
•
Incorporate third-party Interactive Voice Response for use with Call Accounting
Features
CTI Developer Toolkit offers server and client-side programmable, Visual C#, .NET dynamic
link libraries (DLLs) that can be used in any .NET application or website, from .NET 2.0 on.
The DLLs provide
•
Notification of calls received
•
Storage and access to call detail information
•
Call control
CTI Developer Toolkit includes a test application (including source code) that enables
developers to quickly understand how to write code for their own custom applications. Also
included is a Windows CHM help file that documents the methods and properties that are
programmatically exposed to the application programming interface (API).
CTI Developer Toolkit — Server
CTI Developer Toolkit — Server enables
•
Gathering and sending of call detail information to the client DLL. For example, the Server
DLL can send ANI, DNIS, Collect Caller Entered Digits, Caller Name, and the user’s
extension to a screen pop on the employee desktop
•
Gathering of caller information from the Public Switched Telephone Network (PSTN), Visual
Workflow Manager, Intelligent Queue, third-party IVRs, database lookup, etc.
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General Information Guide
•
Caller data to be stored in the Call Accounting database with a unique ID and to be included
in call records
•
User-defined caller information which can be accessed and displayed on employee
desktops
CTI Developer Toolkit — Client
CTI Developer Toolkit — Client receives call records from the contact center, such as ANI/DNIS
(from the PSTN), Collect Caller Entered Digits (from Visual Workflow Manager or Intelligent
Queue), and other caller data from third-party IVRs.
CTI Developer Toolkit — Client can be used to
•
Screen pop an application based on the call information received
•
Enter call notes and enable telephone control for functions such as Log in, Log out, Answer,
Hang up, Make Call, Hold, Set/Remove Make Busy, and Set/Remove Do Not Disturb
•
Store call received event data in an alternate database
Configuration
The following configurations incorporate CTI Developer Toolkit to provide screen pops on
employee desktops.
In Figure 33, the customer is using either Microsoft Dynamics or Salesforce CRM databases
and PhoneSet Manager to provide screen pops based on ANI/DNIS that will be collected from
their service provider (PSTN). This configuration requires Call Accounting, CTI Developer
Toolkit — Client license, PhoneSet Manager, Screen Pop and a CRM connector.
Figure 33: Call Accounting with Screen Pop using PhoneSet Manager
64
CTI Developer Toolkit
In Figure 34, the customer is using a CRM database and wants to integrate their third-party
client screen pop application with the CTI Developer Toolkit. In this case, screen pops are based
on Visual Workflow Manager or Intelligent Queue Collect Caller Entered Digits. This
configuration requires Call Accounting and a CTI Developer Toolkit — Client license.
Figure 34: Call Accounting with Screen Pop
In Figure 35, the customer is using a CRM database and wants to provide a third-party screen
pop based on data from a third-party Interactive Voice Response (IVR). They want to integrate
their own IVR and Client Screen Pop using CTI Developer Toolkit Server and Client DLLs. This
configuration requires Call Accounting, CTI Developer Toolkit — Server license, and CTI
Developer Toolkit — Client license.
Figure 35: Call Accounting with Screen Pop based on IVR
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General Information Guide
66
Chapter 10
Mitel Border Gateway Connector
General Information Guide
68
Mitel Border Gateway Connector
Introduction
This section provides an overview of Mitel Border Gateway Connector and how it works. For
more information, refer to the following topics:
•
Overview
•
Features
•
Benefits
•
Configuration
Overview
Mitel Border Gateway Connector is a secure IP-based solution for remote and home-based
employees that replaces Teleworker Solution. Using Mitel Border Gateway Version 7 or greater,
remote agents, employees, and supervisors can connect to the Enterprise Server using a Virtual
Private Network-like connection and use all Contact Center Solutions and Call Accounting
functions as if they were in the office.
Note: Users of Mitel Border Gateway Version 6 may benefit from remote agent support
through Mitel Border Gateway Connector, but only Contact Center Client real time, soft
phone, and Contact Center Management / Call Accounting website functionality is
supported.
Features
Mitel Border Gateway Connector enables remote employees at remote locations to
•
Use the full suite of Contact Center Solutions and Call Accounting applications
•
Handle calls using PhoneSet Manager and Contact Center Softphone
•
View real-time monitors and enable real-time alarming
•
View historical events in simulated real-time in Auditor
•
View Network Monitor to verify if alarms are enabled for the media servers and if the media
servers are reporting any alarms
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General Information Guide
Benefits
Increased productivity
•
Agents tend to work longer hours with fewer disruptions.
Reduced real-estate and overhead costs
•
Remote employees require little or no access to corporate facilities. Office space can be
easily shared or even eliminated.
Increased agent morale
•
Agents can avoid long commutes and work more flexible hours in the comfort of their own
home. Improved agent satisfaction saves money by decreasing absenteeism and turnover.
Configuration
Employees using Mitel Border Gateway Connector require a phone or USB headset (for soft
phone), a computer, a router, and a high-speed Internet connection. Phones must be registered
with Mitel Border Gateway and the remote employee's client computer must have the Mitel
Border Gateway Connector connection configured to Mitel Border Gateway by an administrator.
When employees connect to the system using the Mitel Border Gateway Connector, they can
specify which Mitel Border Gateway they will connect to. After remote employees attempt to
connect to the system for the first time, a Mitel Border Gateway system administrator must
approve the Mitel Border Gateway certificate from the Mitel Border Gateway web application.
Once approved, remote users are connected and have access to all of the Contact Center
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Mitel Border Gateway Connector
Solutions and Call Accounting applications for which they are licensed and have the required
security permissions.
While active, the Mitel Border Gateway Connector is visible in the Windows system try and
displays the name of the active connection. Only one connection can be made at a time. The
name of the Mitel Border Gateway connection will become the address in all application login
windows and users sign in with their normal username and password.
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General Information Guide
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