End User Manual - Kent-tec

Manage Communications
MyCalls End User Manual
Manage Communications
Measure Effectiveness
Improve Service
Control Costs
MYCALLS
MYCALLS DESKTOP
MYCALLS CALL MANAGER
MYCALLS CALL CENTRE
For NEC SV8100, Aspire and XN120 PBX systems and MyCalls version 2.5.0.0
MyCalls End
User Manual-1
MyCalls End
User Manual-2
Copyright
Copyright
This material is copyrighted by Kelmar Software Solutions Ltd. Any unauthorised reproductions, use
or disclosure of this material, or any part thereof, is strictly prohibited and is a violation of the
copyright laws of the United Kingdom.
Kelmar Software Solutions reserves the right to make changes in specifications at any time and
without notice. The information furnished by Kelmar Software Solutions in this material is believed
to be accurate and reliable, but is not warranted to be true in all cases.
Pentium is a trademark or registered trademark of Intel Corporation or its subsidiaries. All other
brand names and product names referenced in this document are trademarks or registered
trademarks of their respective companies.
Copyright ©2009 all rights reserved
Kelmar Software Solutions Ltd
Genesys Court
Denton Drive
Northwich
Cheshire
CW9 7LU
United Kingdom
This Version: R2.5 September 2009
Previous Versions: R1.0 March 2009
MyCalls End
User Manual-1
MyCalls – Advanced Call Management System
MyCalls – Advanced Call Management System
WHAT THIS GUIDE CONTAINS
This end user guide contains essential information about MyCalls. It illustrates the use of the
MyCalls application and then provides steps to customize the application to end user requirements.
WHO SHOULD READ THIS GUIDE
This guide is for end users of a MyCalls installation used in conjunction with an NEC SV8100, NEC
Aspire or NEC XN120 PBX to assist with application customization and management.
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MyCalls – Advanced Call Management System
Contents
Chapter 1 ......................................................................................................................... 1
Welcome to MyCalls ......................................................................................................... 1
Key things that MyCalls will do for you ............................................................................................... 2
What do I need to configure first in the MyCalls application ............................................................. 2
Where do I start?................................................................................................................................. 3
Handling Incoming Calls................................................................................................................... 3
Generating basic information about call volumes........................................................................... 4
Grouping calls and devices .............................................................................................................. 4
Adding flexibility with Users ............................................................................................................ 4
Using DIDs to recognise purpose of calls......................................................................................... 4
Managing calls using Automatic Call Distribution (ACD) ................................................................. 4
Real time status and statistics ......................................................................................................... 5
Developing your strategy using Reporting ...................................................................................... 5
Management by exception .............................................................................................................. 5
The next step ................................................................................................................................... 6
Measuring current call volumes .......................................................................................................... 6
Call rates .............................................................................................................................................. 6
Trunk usage ......................................................................................................................................... 8
Measure performance....................................................................................................................... 10
System perspective ........................................................................................................................ 10
Customer perspective .................................................................................................................... 10
Staff Performance .......................................................................................................................... 11
Breakdown of a call ....................................................................................................................... 11
Reports to help with assessing your performance: ....................................................................... 13
Real-time statistics......................................................................................................................... 15
How to group on different devices ................................................................................................... 16
Trouble shooting ............................................................................................................................... 16
Hunt Groups and ACD queues ........................................................................................................... 17
Hunt Groups................................................................................................................................... 17
ACD ................................................................................................................................................ 17
Agent Control................................................................................................................................. 18
Using DID numbers ........................................................................................................................ 18
Follow up unreturned calls ............................................................................................................ 18
Handling outgoing calls ..................................................................................................................... 19
Out of hours operations .................................................................................................................... 19
What do I want to improve on .......................................................................................................... 20
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MyCalls – Advanced Call Management System
What type of staff do I have .............................................................................................................. 21
What type of business does MyCalls cater for .................................................................................. 21
Telemarketing Companies ............................................................................................................. 22
Professional service ....................................................................................................................... 22
Brokerage....................................................................................................................................... 22
Misuse of the telephone system ....................................................................................................... 22
Chapter 2 ......................................................................................................................... 1
The MyCalls Software Suite .............................................................................................. 1
Chapter 3 ......................................................................................................................... 1
MyCalls User Environment................................................................................................ 1
Logging into the system ...................................................................................................................... 1
How To: Log into the system ........................................................................................................... 1
Selecting your extension when logging on to MyCalls .................................................................... 2
The Main Display ................................................................................................................................. 5
Common features of real time information windows......................................................................... 5
The View Menu ................................................................................................................................ 7
Grid views ........................................................................................................................................ 8
Chapter 4 ....................................................................................................................... 11
Screen Layouts ............................................................................................................... 11
Introduction to Layouts ..................................................................................................................... 11
Public and Local Layouts ................................................................................................................ 12
Layout Pages .................................................................................................................................. 15
Creating New Pages ....................................................................................................................... 16
Deleting Pages ............................................................................................................................... 17
Save All Pages ................................................................................................................................ 17
Copying Pages ................................................................................................................................ 17
Reloading Pages ............................................................................................................................. 18
View Screen as Agent Desktop User .............................................................................................. 18
Resetting Installation Defaults....................................................................................................... 18
Chapter 5 ......................................................................................................................... 1
Real Time Status ............................................................................................................... 1
What are Real Time Windows ............................................................................................................. 1
Single Items ......................................................................................................................................... 1
Groups ................................................................................................................................................. 1
How To: Accessing Real Time windows ........................................................................................... 1
Real Time Status Windows .................................................................................................................. 2
Real Time Status Parameters ........................................................................................................... 2
User/ Extension Status views .............................................................................................................. 4
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MyCalls – Advanced Call Management System
Detail, Summary and Overview views ............................................................................................. 4
Creating User Status Views .............................................................................................................. 5
How to: Creating a new User Status view ....................................................................................... 5
Queue status and Queue group status ............................................................................................... 6
Queue status.................................................................................................................................... 6
How To: Configure a DID queue status window .............................................................................. 7
Queue-Group status ........................................................................................................................ 8
How to: Create queue group status for DID groups ........................................................................ 9
Chapter 6 ......................................................................................................................... 1
Real Time Statistics........................................................................................................... 1
Real Time Statistics Windows.............................................................................................................. 1
Statistical periods and calculations ..................................................................................................... 1
Types of Real Time Statistics window ................................................................................................. 1
Grid View Statistics windows: .......................................................................................................... 2
Daily/ Hourly Single Value windows: ............................................................................................... 2
Combination Value windows: .......................................................................................................... 4
Manipulating the Graphical displays ............................................................................................... 5
How To: Manipulate the graph........................................................................................................ 5
Configuring Real Time Statistics windows ........................................................................................... 5
Creating Grid View real time statistics windows ............................................................................. 9
Single Value Windows ................................................................................................................... 12
Combination Value Windows ........................................................................................................ 15
Removing a Real Time window ...................................................................................................... 16
How To: Configuring an existing Real Time window ..................................................................... 17
Chapter 7 ......................................................................................................................... 1
Call Recording .................................................................................................................. 1
Enabling Users for Call Playback.......................................................................................................... 1
The rules governing the playback of calls ........................................................................................ 1
How to: Enable a User for playback................................................................................................. 2
Restricting Call Playback ...................................................................................................................... 3
How To: Configure Call Recording Rules ......................................................................................... 3
How to: Set up recording rules for Extensions ................................................................................ 5
Using the Call Playback Interface ........................................................................................................ 5
How To: Select and Playback a call .................................................................................................. 5
The Call Player ..................................................................................................................................... 6
Finding Recorded Calls..................................................................................................................... 7
Quick Search .................................................................................................................................... 7
Exporting Call Recording files .......................................................................................................... 8
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MyCalls – Advanced Call Management System
Recordings which you cannot listen to ............................................................................................ 8
Call Recording Configuration ............................................................................................................... 9
Trunk Configuration ......................................................................................................................... 9
Access to the Call Recording configuration ..................................................................................... 9
Trunk Licensing .............................................................................................................................. 11
Backup Call Recordings .................................................................................................................. 11
Chapter 8 ......................................................................................................................... 1
Telephone System Configuration ...................................................................................... 1
Configuration options.......................................................................................................................... 1
Accessing configuration options using the menu ............................................................................ 2
Configuration Essentials ...................................................................................................................... 2
Accessing configuration options using toolbar shortcuts................................................................ 2
What to Configure ........................................................................................................................... 3
Automatic Device Configuration ......................................................................................................... 4
General Configuration Tasks for devices ......................................................................................... 4
Ranges of items ............................................................................................................................... 5
How To: Creating an item or range of items ................................................................................... 5
Deleting an item or range of items .................................................................................................. 6
How To: Deleting an item of a range of items ................................................................................. 6
PBX Configuration ............................................................................................................................... 7
Single PBX configurations ................................................................................................................ 7
How To: Alter the PBX configuration ............................................................................................... 7
Country Numbering Plans ................................................................................................................ 8
How To: Creating Country Numbering Plans ................................................................................... 8
Device Configuration ........................................................................................................................... 8
Types of devices............................................................................................................................... 8
Trunks .................................................................................................................................................. 8
Organising and Naming Trunks ........................................................................................................ 8
Assigning and grouping Trunks ........................................................................................................ 9
Creating and editing Trunks ............................................................................................................. 9
Creating a range of Trunks............................................................................................................. 10
Editing existing Trunks ................................................................................................................... 11
Extensions.......................................................................................................................................... 11
Organising and Naming Extensions ................................................................................................... 12
Creating and Editing Extensions .................................................................................................... 12
DIDs ................................................................................................................................................... 14
Creating and Editing DIDs .............................................................................................................. 14
Account Codes ................................................................................................................................... 16
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MyCalls – Advanced Call Management System
Create/Edit Account Codes............................................................................................................ 16
Configuring ACD environment devices.............................................................................................. 18
Pilot Numbers ................................................................................................................................ 18
Creating and Editing Pilot Numbers .............................................................................................. 18
User logins and Pin Codes.............................................................................................................. 21
Create/ Edit User logins and Pin Codes ......................................................................................... 21
Group configuration .......................................................................................................................... 22
System groups ............................................................................................................................... 23
Viewing groups .............................................................................................................................. 24
Identifying stray devices using ‘Unassigned’ groups ..................................................................... 24
User Defined Groups ..................................................................................................................... 24
How To: View or Edit group membership ..................................................................................... 28
Miscellaneous configuration ............................................................................................................. 29
How To: Configuring colours ......................................................................................................... 29
System settings .............................................................................................................................. 29
How to: Set up an Email server...................................................................................................... 30
How to: Set up an FTP server......................................................................................................... 30
Grade of service and Grace periods .............................................................................................. 31
Long Calls ....................................................................................................................................... 31
To access grades of service and grace periods: ............................................................................. 31
How To: Configure Grade of Service: ............................................................................................ 32
Grace periods................................................................................................................................. 32
Chapter 9 ......................................................................................................................... 1
Organisation and Users .................................................................................................... 1
Organisation view................................................................................................................................ 1
Why Configure Users ....................................................................................................................... 2
Understanding User Roles ............................................................................................................... 2
Organisation Group Configuration ...................................................................................................... 3
How To: Creating a new Organisation group .................................................................................. 3
How To: Editing organisation group configuration ......................................................................... 4
Deleting Organisation Groups ......................................................................................................... 5
How To: Delete Organisation group configuration ......................................................................... 5
User Configuration........................................................................................................................... 5
Importing users:............................................................................................................................... 9
How To: Import Users .................................................................................................................... 10
Chapter10 ........................................................................................................................ 1
MyCalls Desktop ............................................................................................................... 1
Architecture of the call control system ............................................................................................... 1
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MyCalls – Advanced Call Management System
MyCalls Desktop .................................................................................................................................. 1
Logging on to the MyCalls Call Control /Desktop Environment .......................................................... 2
MyCalls Call Control Toolbar ............................................................................................................... 4
How To: Dock the toolbar ................................................................................................................ 4
How To: Undock the toolbar ........................................................................................................... 4
Using the MyCalls Control toolbar functions ...................................................................................... 5
Dial ................................................................................................................................................... 5
Answer ............................................................................................................................................. 5
Hold/Recall ...................................................................................................................................... 5
Transfer ............................................................................................................................................ 5
How To: Make a Supervised transfer .............................................................................................. 6
Park and Retrieve............................................................................................................................. 6
Forward............................................................................................................................................ 6
Do not disturb (DND) ....................................................................................................................... 7
Hang-up ........................................................................................................................................... 7
Callback ............................................................................................................................................ 7
Barge in ............................................................................................................................................ 8
Broker .............................................................................................................................................. 8
Conference....................................................................................................................................... 8
How To: Set up a conference call .................................................................................................... 8
Toolbar Options ................................................................................................................................... 9
Always on top .................................................................................................................................. 9
Compact Display .............................................................................................................................. 9
Quickdial button .............................................................................................................................. 9
Tool Buttons..................................................................................................................................... 9
How To: Change a hot key assignment............................................................................................ 9
Call Control Preferences ................................................................................................................ 11
Toolbar status indicators ............................................................................................................... 11
MyCalls Desktop as a standalone product ........................................................................................ 13
How To: Create a public actions page ........................................................................................... 14
How To: Assign a public layout to an agent desktop user ............................................................. 15
How To: Load a public action panel page into the current action panel....................................... 16
The Actions Panel .............................................................................................................................. 17
Configuring individual items on the actions panel ........................................................................ 17
How To: Place an item or range of items on the actions panel..................................................... 18
How To: Move a button ................................................................................................................. 19
Action Button Configuration .......................................................................................................... 20
Run Program .................................................................................................................................. 22
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MyCalls – Advanced Call Management System
Creating an action button .............................................................................................................. 23
How To: Create a Speed-Dial button ............................................................................................. 23
How To: Create a Service-Code button ......................................................................................... 24
How To: Create a Status button .................................................................................................... 25
How To: Create a Label .................................................................................................................. 26
How To: Create a Run-Program button ......................................................................................... 27
Creating Ranges of Action buttons ................................................................................................ 27
How To: Create a range of Action buttons .................................................................................... 28
Using Call Control functions from other MyCalls windows............................................................... 29
Using Call Control with Real Time Status windows ....................................................................... 29
Using Call Control with the Call Log window ................................................................................. 29
Call Control configuration ................................................................................................................. 30
How To: Configure the Call Control Server .................................................................................... 30
Call Control Groups. .......................................................................................................................... 32
How To: Configure a Call Control group ........................................................................................ 33
Operator Functions ........................................................................................................................ 34
Service Code Configuration ............................................................................................................... 35
How To: Add or Edit a service code entry ..................................................................................... 35
Chapter11 ...................................................................................................................... 37
Screen-Pop ..................................................................................................................... 37
The Screen-pop sequence ................................................................................................................. 38
screen-pop configuration .................................................................................................................. 39
Configuring Personal screen-pop databases ..................................................................................... 40
How To: set up a personal screen-pop interface........................................................................... 41
How To: Mapping a Field ............................................................................................................... 45
How To: Assign a Custom screen-pop Field................................................................................... 46
System screen-pop interfaces ........................................................................................................... 46
Configuration of screen-pop database groups .............................................................................. 46
Configuration of screen-pop database assignments ..................................................................... 47
Chapter12 ........................................................................................................................ 1
Contacts and Address Books ............................................................................................. 1
System versus Personal address books ........................................................................................... 1
Using the address books ..................................................................................................................... 1
Searching for contacts ..................................................................................................................... 2
Viewing contact details.................................................................................................................... 2
Edit an address book entry .............................................................................................................. 2
Dialling from the address book entry .............................................................................................. 3
How To: Edit several contacts.......................................................................................................... 3
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MyCalls – Advanced Call Management System
Importing from screen-pop databases................................................................................................ 5
Quick tip: .......................................................................................................................................... 5
How To: Importing a personal screen-pop database ...................................................................... 5
Configuring Address books using MyCalls Desktop ............................................................................ 5
Manual entry of contact data.............................................................................................................. 6
Managing System Contacts ................................................................................................................. 6
Configuring the internal contacts lists for screen-pop purposes ........................................................ 7
How To: Configure an internal contact screen-pop ........................................................................ 7
Call Control Configuration: Summary.................................................................................................. 9
Basic Installation .............................................................................................................................. 9
Users and extensions ....................................................................................................................... 9
Call control ....................................................................................................................................... 9
System screen-pop .......................................................................................................................... 9
Personal screen-pop ........................................................................................................................ 9
Address Books.................................................................................................................................. 9
Chapter 13 ....................................................................................................................... 1
Callers .............................................................................................................................. 1
Introduction to Callers......................................................................................................................... 1
Creating and editing callers ................................................................................................................. 1
How To: Creating a new Caller ........................................................................................................ 1
How To: Editing an existing Caller ................................................................................................... 2
Deleting callers .................................................................................................................................... 3
How To: Delete a single or a range of Callers .................................................................................. 3
Importing Callers ................................................................................................................................. 3
Caller Groups ....................................................................................................................................... 3
System and User defined groups ..................................................................................................... 4
How To: Creating a new Caller group .............................................................................................. 4
How To: Editing Caller group configuration .................................................................................... 4
How To: Delete Caller group configuration ..................................................................................... 5
How To: View of Edit group membership........................................................................................ 5
How To: Assigning Callers to a group .............................................................................................. 5
How To: Removing a Caller from a group ........................................................................................ 6
Deleting a Caller group .................................................................................................................... 6
How To: Delete a Caller group configuration .................................................................................. 6
Chapter 14 ....................................................................................................................... 1
Alarms.............................................................................................................................. 1
Managing by exception using the MyCalls Alarm System ................................................................... 1
Alarm Categories ............................................................................................................................. 1
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MyCalls – Advanced Call Management System
Service level alarms ......................................................................................................................... 2
Viewing the alarms .......................................................................................................................... 3
Accessing Alarm Options ..................................................................................................................... 3
Configuring Real Time Alarms ............................................................................................................. 3
System Alarms ................................................................................................................................. 3
Call Rate Alarms ............................................................................................................................... 4
Performance Alarms ........................................................................................................................ 5
Emergency Alarms ........................................................................................................................... 7
Toll Fraud Alarms ............................................................................................................................. 7
Caller Alarms .................................................................................................................................. 12
Status Alarms ................................................................................................................................. 13
Queue Status Alarm ....................................................................................................................... 13
User Status Alarm .......................................................................................................................... 13
Alarm Schedules ................................................................................................................................ 14
Alarm Distribution Lists ..................................................................................................................... 15
Alarm Severity Levels ........................................................................................................................ 17
Real Time Notifications ..................................................................................................................... 18
Chapter 15 ....................................................................................................................... 1
Call Costing ...................................................................................................................... 1
Fixed Costs ........................................................................................................................................... 1
Editing Fixed Trunk Type Costs ........................................................................................................ 1
Editing Fixed Extension Type Costs.................................................................................................. 3
Editing fixed Additional Costs .......................................................................................................... 4
Editing Fixed Trunk Costs ................................................................................................................. 5
Editing Fixed Extension Costs .......................................................................................................... 6
Handling Costs ..................................................................................................................................... 7
Editing User Costs ............................................................................................................................ 7
Editing Handling Rules ..................................................................................................................... 8
Editing Extension Handling Costs .................................................................................................... 9
Editing Account Code Handling Costs ............................................................................................ 10
Editing DID Handling Costs ............................................................................................................ 10
Editing Pilot Number Handling Costs ............................................................................................. 11
Location Specific Costs ...................................................................................................................... 11
Edit Local Area Codes .................................................................................................................... 11
United Kingdom Local Area Codes ................................................................................................ 12
Edit Carrier Associations ................................................................................................................ 13
Edit Profit Margins ......................................................................................................................... 14
Edit Taxes ....................................................................................................................................... 15
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MyCalls – Advanced Call Management System
How To: Editing Taxes.................................................................................................................... 15
Carriers .............................................................................................................................................. 15
Add a New Carrier.......................................................................................................................... 16
Import a Carriers Settings .............................................................................................................. 16
Edit an Existing Carrier ................................................................................................................... 17
Delete a Carrier .............................................................................................................................. 18
Duplicate a Carrier ......................................................................................................................... 18
Carrier Costing Periods .................................................................................................................. 19
Carrier Rates .................................................................................................................................. 20
Chapter 16 ....................................................................................................................... 1
Agent Control ................................................................................................................... 1
Agent Control and Automatic Call Distribution (ACD) ........................................................................ 1
Call Queues ...................................................................................................................................... 1
Operating Agent Control ..................................................................................................................... 2
Viewing Agent activity ......................................................................................................................... 3
Agent control configuration ............................................................................................................ 6
Set up users ..................................................................................................................................... 6
Dynamically associating a User with an extension .......................................................................... 6
Creating ACD queues using Pilot numbers ...................................................................................... 7
Unavailable Code configuration ...................................................................................................... 7
How To: Creating/Editing Unavailable Codes .................................................................................. 7
Creating Unavailable Code groups .................................................................................................. 8
How To: Creating / Editing an Unavailable Codes group ................................................................. 9
Creating Agent Control Groups ..................................................................................................... 10
How To: Creating an Agent Control group .................................................................................... 11
Chapter 17 ....................................................................................................................... 1
Reporting ......................................................................................................................... 1
When to run reports............................................................................................................................ 1
Selecting which reports to run ............................................................................................................ 1
Creating and Using Report items from a template ............................................................................. 1
The actual report templates are as follows ..................................................................................... 2
Running a report Template.............................................................................................................. 2
How To: Run a Report Template immediately ................................................................................ 3
Using Report Items .............................................................................................................................. 3
Pre defined Report items................................................................................................................. 3
Using Report items ........................................................................................................................ 10
How To: Creating a Report item .................................................................................................... 10
How To: Editing a Report item....................................................................................................... 10
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MyCalls – Advanced Call Management System
How To: Creating a Report item group.......................................................................................... 11
How To: Moving a Report item to a different group ..................................................................... 11
How To: Copying an existing Report Item as the basis for your new Report ................................ 12
How To: Customising a copied Report item .................................................................................. 12
How To: Deleting a Report item .................................................................................................... 12
General operations for configuring report templates and report items .......................................... 13
The Report wizard.......................................................................................................................... 13
Setting the Reporting period ......................................................................................................... 14
Limiting the report length.............................................................................................................. 15
Ordering Results ............................................................................................................................ 15
Grouping results ............................................................................................................................ 16
Filtering results .............................................................................................................................. 17
Standard Report ................................................................................................................................ 20
Availability Reports............................................................................................................................ 20
User Availability ............................................................................................................................. 20
User Availability - Detail................................................................................................................. 21
Performance Reports ........................................................................................................................ 22
Grade of service Group detail ........................................................................................................ 22
Grade of service group summary .................................................................................................. 22
Response times .............................................................................................................................. 23
System Reports.................................................................................................................................. 23
Alarms Raised ................................................................................................................................ 23
Auto Configured devices................................................................................................................ 23
System Audit .................................................................................................................................. 23
Unused or infrequently used devices ............................................................................................ 24
Usage Reports ................................................................................................................................... 25
Detail and Summary reports.......................................................................................................... 25
How to: Configure a call details or group summary Report .......................................................... 26
Reports involving time intervals and profiles ................................................................................ 27
Call summary over same interval .................................................................................................. 27
Call Summary Time Distribution Report ........................................................................................ 29
Call type summary comparison ..................................................................................................... 30
Group Summary time profile ......................................................................................................... 32
Special Usage Reports.................................................................................................................... 32
Custom Reports ................................................................................................................................. 35
What is a Custom Report ............................................................................................................... 35
How To: Setup a Custom Report ................................................................................................... 36
Custom Report Parameters ............................................................................................................... 37
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MyCalls – Advanced Call Management System
Custom Report Parameters fall into the following main categories. ................................................ 37
Custom Summary Reports - Call Durations ....................................................................................... 38
Call Duration - General .................................................................................................................. 38
Call Durations - Time to Answer .................................................................................................... 39
Custom Summary Reports - Costs ..................................................................................................... 39
General .......................................................................................................................................... 39
Category Counts, Category Totals, Category Averages ................................................................. 39
Custom Summary Reports - Call Counts............................................................................................ 39
Ring Distributions .......................................................................................................................... 40
Custom Summary Reports - Call Count Percentages ........................................................................ 40
Custom Summary Reports - (ACD) Users .......................................................................................... 40
Custom Summary Reports - Performance......................................................................................... 41
Custom Detailed Reports – General .................................................................................................. 41
Custom Detailed Reports – Trunks .................................................................................................... 41
Custom Detailed Reports – Extension ............................................................................................... 42
Custom Detailed Reports – DIDs, Pilot numbers, Account codes, Callers ........................................ 42
Custom Detailed Reports – Costs ...................................................................................................... 42
Custom Detailed Reports - Times ...................................................................................................... 42
Report Viewer ................................................................................................................................... 42
How to create a distribution list .................................................................................................... 43
How To: Creating a Report distribution list ................................................................................... 43
Scheduling Reports ............................................................................................................................ 44
How to: Creating scheduled Reports ............................................................................................. 44
Chapter 18 ....................................................................................................................... 1
System Utilities ................................................................................................................ 1
System configuration........................................................................................................................... 1
Automatic Backup............................................................................................................................ 1
How To: Automatic Backup ............................................................................................................. 2
Manual Backup ................................................................................................................................ 2
How To: Back up the Database ........................................................................................................ 2
Database Information ...................................................................................................................... 3
Removing unwanted information.................................................................................................... 3
How To: Remove unwanted information ........................................................................................ 4
Importing a Telephone bill............................................................................................................... 4
How To: Import a Telephone bill ..................................................................................................... 4
Re-costing calls ................................................................................................................................ 6
How To: Re-Cost calls ...................................................................................................................... 6
Area Code Import ............................................................................................................................ 6
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MyCalls – Advanced Call Management System
How To: Import Area Codes ............................................................................................................ 7
Chapter 19 ....................................................................................................................... 1
Importing Data Into MyCalls ............................................................................................. 1
Importing devices ................................................................................................................................ 1
Device Import formats ..................................................................................................................... 1
How to: Import a set of Extensions ................................................................................................. 2
Importing Callers ................................................................................................................................. 3
Importing Users ................................................................................................................................... 3
How To: Importing Users ................................................................................................................. 5
Chapter 20 ....................................................................................................................... 1
Acronyms & Glossary........................................................................................................ 1
Acronyms ............................................................................................................................................. 1
Glossary ............................................................................................................................................... 3
Appendix A....................................................................................................................... 1
MyCalls Licensing ............................................................................................................. 1
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MyCalls – Advanced Call Management System
-16
Welcome to MyCalls
Chapter
1
Welcome to MyCalls
Welcome to MyCalls, the Call Accounting and Management application which puts you in control of
the communications into and out of your business. With MyCalls you can measure all aspects of your
telephone system and ensure that the management of your telephone system is kept within the
boundaries which you set.
Not all features described in this manual are available for all versions of telephone system or are
available in the features enabled within the product license. As an example, all ACD related features
including Pilot Numbers are only available on Aspire or SV8100 versions AND have MyCalls Call
Centre installed.
For upgrades to your license please contact your reseller.
MyCalls contains the following components:
Call Logging See at a glance all the important information you need to manage and plan your
telephone communication strategy
Real Time Status Monitor the immediate status of your devices, extensions and users, such as calls
in progress, call queues and extensions not in use.
Statistics windows View current and historical data. View single values such as incoming or
outgoing call counts, abandoned call rates, group activity and statistics specifically tailored to your
business model.
Advanced Desktop Telephony: New for V2.5 MyCalls can now offer remote desktop telephony
control, Screen-pop and Local Address books to aid in identifying callers and making the dialling
process quicker. The Desktop can be installed as part of MyCalls or as a standalone product (MyCalls
Desktop). The Desktop capabilities also allow fully configurable DSS panels allowing easy handling of
all calls within your organisation direct from your desktop.
Call Costing Set limits on call costs and staff costs associated with your calls
Comprehensive Alarm Functions Manage by exception. This gives you more free time to attend to
the important matters of your business knowing you will be alerted to problems only when they
occur.
Sophisticated Reporting Gives you summary and detailed analysis of the telephone data, you can
gather reports on call data, user activity, response, call volumes, comparisons of call data, Device
usage, ACD, queuing and routing, in fact all aspects of your phone usage. You can also create
Chapter 1-1
Welcome to MyCalls
completely customised reports showing any value calculated across any date and time filtered down
to devices or users of your choice.
Call logs, Alarm logs and lists of unreturned calls all help you manage daily workloads.
Key things that MyCalls will do for you
Traffic Analysis: MyCalls can help you monitor your telephone system's traffic. Traffic reports can
show if you have too many trunks (paying for rarely used extra phone lines) or not enough trunks
(current phone lines are busy most of the day). These reports can also show you which calls were
routed over particular trunks. By monitoring your phone system's "call routing" ability, you can be
certain the correct calls are being routed to the least expensive trunk.
Reporting: You can generate the information you need, when you need it. For example: What is the
most frequently dialled long-distance telephone number? How much money does your company
spend making Premium Rate calls? How many times did your sales department call clients London
last week? Which calls were more than 30 minutes long?
Toll-Fraud Alarms: MyCalls can provide you with a means of detecting toll fraud. There are
numerous forms of toll fraud. Some of the most common forms of toll fraud include:



Hackers calling in on one trunk and accessing an outside phone line.
Excessive personal, long-distance calls made by employees.
Real Time ‘here and now’ views of the use of the telephone system and the activities of the
staff using it.
Billing: Hotels can take full advantage of MyCalls’ billing features. In this environment, the call
accounting system can "cost" the calls differently for guest and administrative telephone calls.
Staff Monitoring: MyCalls can be used to aid motivation and help improve staff performance by
providing an objective measurement rather than relying on subjective impressions.
There are many applications for MyCalls and these systems do more than just help a company
manage their call costs. MyCalls can be adapted to any business environment and the growing list of
features is now allowing the application to integrate with many business activities beyond the
traditional role of a call management system.
What do I need to configure first in the MyCalls application
All organizations will need to initially configure:
Trunks – For overall performance monitoring and call volume analysis
Extensions – To analyse individual staff call performance
Extension groups – To allow analysis by department
Organisation - To implement call recording rules and production of reports by hierarchy of users
rather than extension, essential if users tend to use more than one extension
Call recording – To keep track of the specifics of calls and improve staff training
Chapter 1-2
Welcome to MyCalls
ACD and Agent Control– To measure queue performance and allow dynamic control of agent
activities.
Alarms – Enable you to be alerted to problems continuously monitoring the system.
Where do I start?
MyCalls, like any sophisticated software application is very configurable. To make full use of your
investment in this software you will need to plan how you are going to use it for maximum
effectiveness. To make this easier we have compiled this introductory section to help you get the
most from the application.
To make decisions regarding which information will be of most value you need to match up the
MyCalls capabilities to your business activities. Obviously a small sales business will have very
different requirements to a large call centre. This introductory guide will help you make decisions as
to what information is of most value to your particular business.
Firstly we will look at the types of business activities you may be involved with and then point you
toward the features of most benefit to you.
Handling Incoming Calls
Incoming call handling is focused around responsiveness. The first step is to formulate a telephone
management strategy which takes into account the following major criterion:

What are your call volumes
Chapter 1-3
Welcome to MyCalls







Do your staffing levels reflect demand
Who answers your calls
How quickly are calls answered
How long does an average call take
Can you tailor your resources to adapt to varying demands
How long will callers wait for a call to be answered and why
Can you differentiate between callers
Generating basic information about call volumes
MyCalls can generate information to enable you to answer these and many other questions. Starting
with the measurement of call volumes MyCalls can provide you with all the relevant data. Once you
have that information you can begin to formulate a call handling strategy, defining target answer
times and call handling times. This information in turn will allow you to formulate service level
values for each part of your organisation.
Grouping calls and devices
At this point you will need to break down your call handling into relevant groupings. Your
organisation will probably already contain predefined groups of people handling the calls either by
location e.g. first floor, second floor, or more likely by service function such as sales, purchasing,
accounts etc. MyCalls allows you to create groups based around the type of device such as an
extension.
You can group together several ‘devices’ and view the data in real time on screen or generate a
report showing how that group performs over a period of time.
This is grouping at its simplest level and MyCalls supports several ‘devices’ all of which can be looked
at individually or as grouped devices. Each type of device allows us to look at the same call data but
from a different viewpoint.
Adding flexibility with Users
You can also look at the call data from a user’s perspective where each user performs a role within
the organisation. Users can be organised into groups which reflect the organisation’s real hierarchy
and provide more flexibility than devices alone including the ability for a user to log into any
extension (hot desking) and the ability to control the access to call recordings.
Using DIDs to recognise purpose of calls
Breaking down calls according to the purpose of call can be achieved by providing DIDs to your
callers. Advertising campaigns often use this approach where a series of DID numbers are
advertised, each number corresponding to a different advert or product range. The phone system
can then route calls coming in on a given DID to a specific group of extensions or an ACD queue. If
several calls dialling the same DID are waiting to be answered they are defined as being in a DID
queue and MyCalls can provide statistics about these queues such as calls waiting in queue, longest
wait, who answered the calls and what the call durations were etc.
Managing calls using Automatic Call Distribution (ACD)
ACD allows the distribution of calls to a group using a set of rules and generally ensures that calls are
spread around in a fair and even manner. This ensures that no individual agent is answering calls
more frequently than others. MyCalls can monitor the performance of ACD queues and break down
Chapter 1-4
Welcome to MyCalls
call rates (the number of calls in a given period) and performance such as time to answer and service
levels.
Agent control allows supervisors to manage which agents are logged on to which queues at any
given time and allows the monitoring of call queues and agents in real time.
Real time status and statistics
MyCalls provides a range of real time status screens which allow agents and supervisors to see what
the current state of the phone system is. This can tell you information such as who is currently busy
on calls, how long calls have lasted, who is logged on etc. You can also see queue status for DIDs and
ACD queues i.e. how many calls are in queue and longest wait in queue etc.
This kind of information gives an immediate snapshot of the system but for more meaningful
information you will want to see statistics for the current hour or day or an hourly breakdown of the
various performance parameters and call rates over the last 24 hour period. This is provided by a
variety of real time statistics screens which can take the form of single value windows showing for
example ‘the number of abandoned calls today’ or bar graph representations of the number of calls
per hour.
These statistics can be viewed either as individual statistics such as a specific extension or can look at
the statistics for one or several groups of devices, users or queues.
Developing your strategy using Reporting
Real time information is great for immediate day to day management but to develop a successful call
management strategy you need to have much more comprehensive historical information available.
MyCalls reporting gives you a library of reports ranging from call metrics per individual device or
user to group statistics and time profile information which breaks down information into what
happened at any half hour interval on any given day.
If the standard reports are insufficient for your needs you can generate custom reports where you
define exactly what information is included in the report and the parameters are wide and
exhaustive.
Your reports can be filtered to specific groups, call types, DIDs, ACD groups in fact almost any
combination of call information can be defined within your filter to give you the exact information
you require.
You can save your customised reports for later use and you can even schedule the reports to run at
regular intervals. Scheduled reports give you the added advantage of being able to automatically
distribute the reports to relevant people within the organisation.
Management by exception
One very big feature of MyCalls is the management by exception. This allows you to set up a series
of rules which if broken create an alarm or alert informing you of the fact. These alarms can be used
to indicate a wide variety of events and conditions such as:





Trunk lockup
IT System related issues
Toll Fraud and telephone misuse
Reduction in service levels
Excessive call costs being incurred
Chapter 1-5
Welcome to MyCalls
There are many more available but ultimately this means that you can set up MyCalls to inform you
when there is a problem and relieve managers of the need to continuously monitor the system
themselves.
The next step
Once you have your call data you will be able to see how various aspects of your organisation are
performing and you can use this data to refine and reformulate your strategy and fine tune up your
operating parameters. The first thing then is to measure your call volumes and see how well you are
handling your calls.
Measuring current call volumes
When you first install MyCalls you will want to be able to use the data gathered to help quantify your
current call volumes. Fortunately you do not need to do anything special to enable you to run
meaningful reports.
The following examples refer to running of reports and display of real time statistics screens. The
details of how these reports and screens are configured are covered in the relevant sections but this
detailed knowledge is not required in order to follow these examples.
To make a useful forecast of call volumes you will need to know:
Total number of calls in a given period (say 1 month)
This can be derived from a summary of all calls report. If we run the report for incoming calls on all
trunks and ensure that any transferred calls are consolidated* into single calls we can see the total
number of incoming calls for the reporting period along with other useful data such as average
duration of calls and average ring times.
*normally a call which is connected and then transferred to another extension would be counted as
two calls. Consolidating would treat them as a single call.
Call rates
Chapter 1-6
Welcome to MyCalls
Using time profile reports we can get a breakdown of call statistics for specific intervals during the
reporting period. These intervals can show us how call rates vary for each day of the week or they
can be very specific by analysing the call statistics for each Half hour of the day over the reporting
periods. This particular report accumulates all the data for the respective intervals over the
reporting period so if you were reporting on ‘Day of week’ the total calls for Monday would be the
total calls for all Mondays in the period.
The following graph is compiled from an exported MyCalls report showing genuine data for 1 month
of calls.
The next example shows the same 1 month period but shows the accumulated half hour of each day.
Chapter 1-7
Welcome to MyCalls
From the original group summary report then we can see we have to handle roughly 30,000 calls in a
month of which about 3,000 (10%) are abandoned. From our time distribution reports we can see
how these calls are spread over days of the week and how the calls are spread throughout the day.
From this data alone we can start to estimate staffing levels and how these levels may need to be
adjusted each day and throughout the day.
Trunk usage
Knowing the quantity of calls we need to handle and when these calls are occurring is a good start
for us but to give the data a bit of context it would be useful to know what the trunk usage is. This
helps us identify where we may be hitting bottlenecks due to insufficient trunks or conversely we
may have far more trunks than we currently need.
The following screenshot is a portion of a trunk usage report for the same period as the previous
graphs. This indicates the times of day when the most trunks are in use are between 10:00 and 12:00
and between 14:00 and 16:00. This ties in with our usage graphs above but we now also know how
many trunks this may be using simultaneously in a given period. If this is approaching the maximum
trunks available then we may have to factor that in when we produce a forecast to avoid
unnecessary busy signals due to the trunks operating at maximum capacity.
Chapter 1-8
Welcome to MyCalls
So far we have been able to develop a picture of
Peak call times
Trunk usage and capacity
Busiest days and periods of the day
In addition we have figures for number of calls received and abandoned.
The ‘Call comparison over the same interval’ report allows us to compare different types of calls.
Let’s take a look at how the abandoned calls compare with the incoming calls overall.
Abandoned calls
Sunday
25
Saturday
626
Friday
472
Thursday
409
Abandoned calls
Wednesday
345
Tuesday
571
Monday
775
0
200
400
600
800
1000
Chapter 1-9
Welcome to MyCalls
Even from this basic data we can get a more detailed picture of events. An obvious observation
would be that Saturday shows a high rate of abandonment whereas the call volume is one of the
lowest. If we compare the two sets of data showing the values as a percentage of the total
respective calls (calls each day as a percentage of total calls for the week) the comparison becomes
clearer still. We can see for instance that Saturday has a high proportion of abandoned calls
compared with the call volume for that day.
30.00
25.00
20.00
15.00
10.00
%Calls
% Abd
5.00
0.00
The reasons for this may be due to lots of factors but you can see that with this relatively basic
information from a few simple reports we can begin to make predictions about our call volumes,
caller behaviour, trunk requirements and agent activity.
Measure performance
What to measure
Looking deeper into the data by use of reports and real time statistical data we can begin to look at
the information from differing perspectives.
System perspective
Trunk loading – how many trunks are required, when do trunks become overloaded resulting in busy
signals.
Customer perspective
Wait times
Call duration
Chapter 1-10
Welcome to MyCalls
Call resolution (was the result of the call satisfactory)
Staff Performance
Number of calls answered
Number of calls abandoned
Time to Answer (TTA or ring time)
Average Time to Answer (ATA)
Service Level
Call duration
After call work
Breakdown of a call
Let’s look at a diagram which represents the different stages of a call transaction.
The diagram shows a typical call which will have several phases
1.
2.
3.
4.
Ring Delay
Time in queue and/or Ring on Extension
Call talk time
After call work (Wrap-Up)
Ring delay is the time taken to initially answer a call. The length of this delay depends on the
number of lines you have available and how the incoming calls are dealt with. If you are directing
calls to an auto-attendant then the ring delay should be short and the caller can be given the
opportunity to pre-select the department they wish to be transferred to. If the incoming call is
directed straight to a queue or an extension (group) then the ring delay will depend on the number
of available agents.
Time in queue is the delay experienced whilst waiting for the call to be picked up by an agent.
There are a number of scenarios but essentially the call has been connected and you have been
routed through to a queue. The delay in queue may be interrupted with announcement messages to
help relieve the boredom factor.
Chapter 1-11
Welcome to MyCalls
Call talk time or call duration is the time the agent spends on the phone handling the call.
After call work is the time spent writing up the call afterwards. This is also referred to as wrap-up
time.
There are several parameters we can measure, but the following are probably the most important:
Time to answer (TTA): Also referred to as Ring Time, this is the time taken for an agent to pick up a
call once it has been connected to the PBX. This includes any time the call is in queue plus any
ringing time on the extension
Average time to answer (ATA): This is the average TTA for an individual device or a group of
devices.
Call Duration: The actual talk time of a call. The average duration can also be calculated
Time to Abandon: The time taken to abandon a call. The average time to abandon can also be
calculated.
Service level
An absolute measurement such as Time to Answer (TTA) or Average Time to Answer (ATA) can give
misleading results. This because the average time can be quite short but deeper analysis can reveal
that some calls are taking far longer to be answered than the average value would suggest. It is not
unusual to see ATA values of less than 20 seconds whereas the maximum time to answer can be in
excess of 4 minutes. This can lead to a false conclusion that all your answer times are close to the
average. To check the real TTA values you can run a ‘Call Summary Time Distribution’ report. The
data shown below is an extract from such a report and shows the number of calls answered at
various TTA’s ranging from less than 5 seconds up to 240 seconds or more. Whilst the vast majority
of calls occur in less than 35 seconds there are still quite a number of calls occurring at well over 2
minutes.
ATA (s)
calls answered
0–5
6,207
5-10
7,067
10-20
3,017
16 – 20
1,090
21 – 25
1,088
26 – 30
1,294
31 – 35
1,244
36 – 40
912
41 – 45
386
Chapter 1-12
Welcome to MyCalls
46 – 50
311
231 – 235
3
236 – 240
1
> 241
10
Using a service level value indicates the percentage of calls that are answered within the target
answer time. This is a much better indicator than ATA because we can immediately see the
percentage of calls which fall outside our desired answering times. We can report on Service level as
well as setting alarms and viewing the values in real time on wallboards etc.
A basic definition of service level is:
  =        .
This means If 90% of calls are answered within the target time to answer then the service level will
be 90%. In order to set service levels you will need to analyse time to answer (TTA), abandonment
statistics and call durations. However you will need to set realistic targets for these parameters and
adjust them based on your ongoing results.
From the data shown in the table above* we can make a rough calculation that approximately
17,000 of a total of 23,000 calls fell within the 20 second answer time. This equates to a service level
of around 73% which means that about a quarter of calls are taking more than 20 seconds to
answer. MyCalls allows for considerably more accuracy in these calculations taking into account
several other parameters.
*for simplicity the whole table of data from which the service level was calculated is not shown.
Valid calls and grace periods
When configuring service levels it is important to define what are considered to be valid ring times.
If a call is abandoned very quickly it may be that the caller had misdialled or changed their mind
about the call. These incidents should not be considered valid calls as it would be impossible to
answer them. To eliminate this kind of call from the statistics you can set grace periods. Grace
periods effectively ignore short ring times when marking a call as abandoned.
What about the call durations? Again very short calls may indicate a caller has either misdialled or
been put through to the wrong department etc. In this event we can define a minimum call duration
below which the call is marked as a short call. Conversely we want to aim to complete calls within a
specified period so we can mark calls lasting longer than a certain time as a long call.
These parameters are configured as part of the operations settings under grace periods and grade of
service settings.
Reports to help with assessing your performance:
Group Summary reports show the total number of calls, ring times, durations, long and short calls
etc for any period and any device group. Group Summary by Member reports, will show overall
statistics but can break down the group statistics by the members of each group.
Chapter 1-13
Welcome to MyCalls
Call Detail reports will show a complete breakdown for each call and can be generated for all
devices or limited to showing only certain groups of devices. This gives a call by call breakdown of
activity so you would tend to use this report to home in on specific problems or areas of interest.
If you want more detail you can generate custom reports which are available for group summaries
and call details and offer over 120 individual parameters.
User Availability reports can show agent activity. Agents can be in one of a number of states such
as available, DND, wrap-up etc. Availability reports show the number of logins and duration of login,
time spent in wrap-up, unavailable or in DND with average durations for each state. You can
generate variations of this report which give a breakdown of unavailable codes. Availability detail
gives a breakdown of the states for each user and availability profile reports show the maximum and
minimum number of users in each state for a specified interval such as every hour.
Performance reports give breakdown of service levels at both group detail and group summary
levels. Group details report the half hour periods where the service levels were not met. Group
summaries provide overall statistics for the percentage of half hour intervals for which the grade of
service targets were not met.
Chapter 1-14
Welcome to MyCalls
Real-time statistics
MyCalls can display a wide range of real time statistics which can be displayed on a desktop PC or
wallboard display. You can organise your screens into pages and layout each page in any
arrangement of statistics windows you like.
The statistics windows are capable of displaying either status – which is the real time state of an
extension, user, queue etc or statistics - which displays accumulated values such as number of calls,
service levels, and average call times, wait times etc.
Real time windows can be used to show current performance levels and call rates to motivate staff.
You can show calls in queue which help staff to recognise when things are particularly busy and can
empower staff to log themselves onto a busy queue to help relieve the load.
A guide to the statistics of most use in real time is as follows:
Calls in queue (CIQ) these are likely to be changing quite rapidly and is most sensitive to real time
changes in agent allocation.
Longest current wait indicates the longest waiting call in the queue. This value in conjunction with
the number of calls in queue can be a good indicator of current urgency. If the calls in queue are
growing but the longest current wait is low then the call durations are probably low thus keeping the
wait times down. If the wait times begin to increase then it may be indicating a downward trend and
the need to increase the number of agents in order to clear the queue.
Service Levels, Answer times, Abandonment times. These can all be displayed in a single group
statistics window.
Agent or Extension status. Shows the current availability of agents or extensions. On its own this
is not particularly useful and needs to be displayed in context with the current queue status.
Chapter 1-15
Welcome to MyCalls
Real Time alarms.
These can be used to indicate a wide variety of conditions such as when queue sizes are growing,
wait times are increasing or service levels are dropping and call rates exceed certain values.
How to group on different devices
Trunks
Examine overall usage of the phone system
Volumes of calls through different routes e.g. GSM gateway, ISDN, pots etc
Extensions
Fixed departmental stats
Breakdown by extension groups or individual extension
Pilot ACD queues
Analyse performance of ACD groups
How well does my ACD grouping work
Abandonment rates, durations, service levels
DIDs
Distinguish reasons for calling
Tune responses to calls based on call type
Set different service levels for different DIDs depending on how long a caller is willing to wait
Users
Can better reflect the organisation for reporting etc
Enables call recording rules
Agent control is possible, more control over ACD handling
Hot-Desking allows users to log onto different extensions and so tracks users across
extensions
Supports subgroups such as sales/book sales or sales/music sales
Trouble shooting
Several reports and alarms are provided to help trouble shoot the phone system. Trunk reports
allow you to analyse where certain trunks may be held in state for a long period, conversely if a
trunk is not working correctly you can run an unused device report. You can run reports to indicate
where extensions and other devices are unused. This may indicate wrongly configured devices. This
is particularly important if those devices are enabled for real time statistics as this can use up a
considerable amount of system resources.
Chapter 1-16
Welcome to MyCalls
Reports
Trunks
Status reports
System reports
Unused devices
Alarms
Alert you to problem areas
System – PBX activity and amount of disk space free
Usage/Performance/service levels etc
Emergency alarms indicate when emergency numbers are used
Call rates – set and monitor
Toll fraud and security
Trunk utilisation – alarm on the number of concurrently busy trunks
Device status – detects when devices are busy or free for extended periods or when an
extension is off hook for an extended period
User status – detects when a user goes into wrap-up, DND, or unavailable a specified
number of times or for an extended period
Queue status – detects when a queue (Trunk, DID or ACD) exceeds a certain length or the
maximum wait time exceeds a specified period
Hunt Groups and ACD queues
Depending on the type of calls or volume of calls you may need to implement call queuing. You can
use a queuing mechanism to attempt to keep callers on the line for longer using a mixture of tactics
which include music on hold and injecting messages at regular intervals.
Call Routing can be implemented by the use of


Hunt Groups
ACD
Hunt Groups
Hunt groups are a rudimentary form of queuing where an incoming call is sent around a group of
extensions. Incoming calls are allowed to roll over to the next available extension until the call is
answered. The problem with hunt groups is that the logic is very simple and thus does not provide a
particularly even distribution of calls across a group.
ACD
Automatic Call Distribution or ACD provides a number of queues programmed into the telephone
system PBX. When a call comes in via a DID, Auto Attendant or Receptionist it can be routed to an
ACD Queue (also referred to as a Pilot number in MyCalls). Logical rules for ACD routing attempt to
ensure that agents are fed calls evenly in an attempt to spread the call load.
Chapter 1-17
Welcome to MyCalls
Agent Control
Agent control allows you to match your staff activities to the varying call volumes. You can manage
logging staff onto ACD queues and monitor queue call statistics in real time.
Agent Control can:








Log on and off queues
Define which queues your staff can log onto
Remotely log staff on and off queues
Monitor your staff’s queue activity and current status in real time
Manage wrap-up times
Unavailable codes give the reasons that staff are unavailable at specific times
Generate queue usage reports
Report on call activity based around ACD routing rules
Using DID numbers
It is useful to automatically route calls to extensions directly, whilst keeping the number of trunks to
a minimum. This can be accomplished by the use of DIDs
DIDs allow specific inbound numbers to be routed to private extensions without the need for an
auto attendant or a call transfer. DID is most useful on PRI or BRI trunks where several channels can
be assigned as DID channels. In this way a single PRI trunk group could handle hundreds of phone
numbers using only 30 channels or less. An office with 80 extensions could have 80 corresponding
phone numbers operating on a single PRI trunk. The PBX knows which phone extension to ring
because the DID tells the PBX which extension is associated with a given number.
Calls coming into DIDs can also be queued within the PBX. This allows a basic call queuing facility but
does not have the advantages of intelligent routing offered by ACD. DIDs can be combined with ACD
so that calls to a DID number are routed to an ACD queue.
For analysis purposes DIDs offer a number of benefits. Organising your incoming calls by DID e.g.
having a unique number for each type of enquiry, will allow you to analyse caller activity based on
the number dialled. You can assign different response requirements to different DIDs based around
department staffing or how long you believe a caller will wait.
How long a caller will wait is dependent on a number of factors such as purpose of call, urgency of
the call, time of day, time of year. Clearly a call to an emergency doctor service will wait longer than
a casual enquiry.
You can analyse call volumes across different times broken down into DIDs to give you a picture of
your caller’s patterns of behaviour and then tune your response and staffing accordingly.
Follow up unreturned calls
It is inevitable you will miss some calls, but MyCalls enables you to ask under what circumstances
and examine why you are missing calls. The most important issue however is when a call is missed,
are you able to return that call. MyCalls automatically keeps a log of unreturned calls for you so that
you can follow up missed calls.
Quick tip:
Before you start to develop a strategy to increase the length of time callers are prepared to wait you
need to be able to measure your call volumes at different times of day, days of week and seasonality
over the months of the year. All this can be done using a variety of reporting mechanisms which
Chapter 1-18
Welcome to MyCalls
MyCalls provides e.g. Call volume analyses, Line usage, DID analyses, call profiles over time of day, day
of week etc, and these are all virtually one click operations using the built in report items, saving you
time and effort to produce very in-depth information. Of course you may want to distribute these
reports across the organization automatically using the MyCalls report scheduler.
Handling outgoing calls
Outgoing call metrics are clearly different to incoming. There are no ring times to consider and call
routing is unnecessary.
Timing of outgoing calls is important. Picking the optimal times to make calls depends on customer
behaviour and also availability of trunks from your PBX. To develop the optimal call patterns you can
use MyCalls reporting statistics in a variety of ways.
Measure call volume and trunk usage
Profile Abandonment rates for outgoing calls on hourly and daily basis
Compare Abandonment with durations for hour of day, day of week etc
Analyse call duration / talk time for extensions within various groups. Longer call times can indicate
that the extension is taking longer to close a sale
Look at average call durations and where specific calls are longer or shorter than this based on time
of day and extension number etc.
MyCalls provides a single system that can consolidate call traffic information for each site and allow
easy comparisons between them.
Out of hours operations
If you operate out of hours or need to handle out of hours calls in a special way, MyCalls can be
configured to give specific reports on this data. Like the routing of calls to out of office extensions
you may have to program the PBX to enable some of the features.
The ‘Out of Hours’ configuration may involve:
Forwarding calls at specific times
Voicemail routing
Monitoring special ‘out of hours’ numbers
Monitoring fraudulent use of extensions out of hours
Monitoring known Emergency numbers and their usage
What types of calls are being made out of hours, and can this be handled more economically? There
may be a lot of mobile calls being made out of hours where an email would be just as effective and
much cheaper.
Chapter 1-19
Welcome to MyCalls
Quick tip:
NB: The configuration for out of office calls will vary between different PBX systems and may require
some specific PBX setup to achieve complete integration.
What do I want to improve on
MyCalls can be a central part of your strategy to improve many aspects of the way your business
communications evolve. The phrase ‘If you can’t measure it, you can’t manage it’ applies particularly
well to the management of telecommunications within an organisation.
Here are some suggestions as to how you can improve various business areas using MyCalls analysis:
Maintain available lines
MyCalls reporting capabilities can be used to optimize telephone networks by monitoring trunk
utilisation. By reviewing detailed facilities usage reports you can determine if the telephone network
is being used as expected. For example, are expenditures for facilities equipment and services in line
with the income generated by their use? Or, can savings be obtained through more efficient use of
these services?
MyCalls reports allows your business to determine the busiest hours and associated network usage.
This information is essential to ensuring that employees always have access to outbound lines, and
that customers can always reach support personnel.
Reduce costs
Analyse costing of Calls and Staff
Quantify Inter departmental calls, mobile usage, minimise fraudulent phone use
Staff focus and motivation
Generate and display real time statistics so your staff can see their progress throughout the day
Real time notifications let staff know where problems lie. For example calls taking too long
Regular posted reports showing weekly league tables or positive results gained
Complaints handling
Call recording can help improve complaints handling by listening to calls and working out ways of
dealing with awkward customers or feeding back problems to product designers and sales staff
Call recording can be used to improve coaching and training of staff, hold regular call reviews and
pick out good and poor practices. Develop a complaints handling procedure and ensure all staff are
involved in developing this procedure based on real call experiences
Completion codes can be used to categorise the status of a complaint once the call has finished.
These codes can be included in reports to analyse where complaints are handled successfully, are
they passed on and dealt with and do you get back to the customer with a solution etc.
Use reports statistics to determine how quickly complaints are being dealt with and if complaints are
being routed to the right staff. You may need to provide more DIDs so that more choices are
presented to the caller prior to connecting to a staff member.
Manage returned calls by generating unreturned call reports or using the real time unreturned calls
grid to ensure you are responding to these calls.
Chapter 1-20
Welcome to MyCalls
Generate new business, Improve customer retention
Use Call Recording to review call content
Use the statistical data generated from MyCalls to determine the best times to make specific types
of calls. Experiment with different types of customer, your pitch and different times of day for the
calls and use the resulting statistics in conjunction with call recordings to refine your campaign
planning process
Scheduling regular calls to existing customers
Fast response to incoming enquiries
What type of staff do I have
The telecom strategy you employ for responding to calls can be very dependent on the type of staff
you employ. If you provide a very specialist service or product that requires in depth knowledge then
you will need to provide



Multi skilled people filling various roles
Departments geared around specific roles
Highly skilled or technical staff
What type of business does MyCalls cater for
MyCalls can be configured to suit any size of business from a small 5-10 extension telesales business
to a nationwide network of call centres. MyCalls has been deployed in virtually every market sector
including:
Banking & Financial
Call Centres
Motor Sales & Car Hire
Insurance
Legal and Accounting services
Retail
Telesales
Brokerage
Hotel and Leisure
Doctors & Healthcare
Airports
Local Government
Schools & Educational
Chapter 1-21
Welcome to MyCalls
The following are just a few examples of how the software can be deployed to improve different
business
Telemarketing Companies
In telemarketing organisations the sales or support results of individual employees can be compared
to the number of calls completed. In addition, demographic data can be obtained from MyCalls by
generating a custom report (custom call details) reporting on the locations (area codes) called in
order to determine whether a specific telemarketing area is receiving too much attention or not
getting enough.
Managers can also use call accounting reports to compare the amount of time employees are
spending on the phone versus the number of accounts that are being served or the new business
that is won.
DID reporting provide analyses of calls by the number used e.g. marketing companies, rebilling for
customers.
Professional service
In most professional service organizations, employees are required to keep a manual running log of
the time they spend on the phone with their clients, or on their client's behalf. Billing departments
are then required to manually post the time and corresponding costs. With MyCalls, this entire
process is automated. First, each active customer is assigned an account code, which is entered into
the phone at the end of a telephone call and recorded by the call accounting system. Then account
code or ad hoc reports can be run to verify the time spent on the telephone for that account.
Brokerage
Brokerage companies can use MyCalls to monitor the calling patterns of the sales staff, usually on a
daily or weekly basis. Often, these call patterns are used in conjunction with a client's portfolio. If a
broker has not made enough sales calls or is spending too much time with a client who has not
purchased any stocks, a call this will be revealed. Another important use of MyCalls is the storage of
historical call information. Suppose a client calls to order a particular stock and then the next day
when the stock's value declines, the client denies purchase of the stock. For litigation purposes,
companies can review the historical call records and retrieve a record of the actual call.
Misuse of the telephone system
Installation of MyCalls often has a significant effect on reducing employees' misuse of the telephone
network. In fact, many companies see a large reduction in the number of personal telephone calls as
soon as they make employees aware that a call accounting system is in use.
To detect toll fraud, MyCalls can be set up to alert you when certain criteria do not follow what has
been defined as normal calling activity. Alerts can be sent remotely by email or can display an alert
immediately upon completion of any call that seems suspicious. Having access to this information
gives systems administrators the opportunity to take preventive measures.
You can use a variety of reports provided by a call accounting system to assist in managing
employees. For instance, a manager can provide employees with a list of their calls on a daily,
weekly or monthly basis. This list can help a manager determine if the employee is spending his or
her time making business-related phone calls or excessive personal calls. Hopefully, it will also deter
the employee from making personal long-distance calls at the company's expense.
Chapter 1-22
The MyCalls Software Suite
Chapter
2
The MyCalls Software Suite
MyCalls provides you with a complete set of Call Management facilities all in one package. The key
features of the MyCalls system include the following components.
Call Logging Engine:
The heart of the MyCalls system is its call logging engine. Developed using the latest software
technology it provides a modular call collection and processing engine which includes a persistent
call data storage mechanism at each stage of the call logging process, thus minimising potential for
loss of calls, even in the event of system hardware failure.
Display:
The comprehensive real time status and statistical windows available coupled with the ability to
organise the screen displays into easily accessible screen pages gives you a convenient and very
responsive view of the telephone system. You can allocate roles to agents which can limit the
screens available to them and allows you to assign unchangeable layouts to users if required.
Call Recording:
Line-side call recording offers economical recording of all calls across an organisation. Recording is
automatic and MyCalls matching algorithms are designed to provide maximum reliability whilst
maintaining a flexible mechanism for applying recording rules to suit any organisation.
Billing:
A comprehensive call costing system allows complete billing of all call and associated handling costs
to be configured. The billing system can operate worldwide and can handle most call types and
costing scenarios.
Alarms:
MyCalls alarms manage the system so you don’t have to. It provides a huge range of alarm
mechanisms for capturing and notifying almost any condition occurring within the system. This can
include call durations, service levels, toll fraud, system failures, and ACD events to name only a few.
Alarms can provide a real time notification or can be distributed via Email or FTP to remote
locations.
Chapter 2-1
The MyCalls Software Suite
Reporting:
MyCalls Reporting is amongst the most comprehensive in its class. Reports ranging from call details
and summary data, time profiles, trunk usage, alarms, audit events, system problems, departmental
and organisational data can all be configured into regular reports. All reports can be distributed to
remote locations and can be scheduled to run at any time.
ACD:
MyCalls ACD and Agent control gives you complete control over the management of ACD queues. It
can show instant status of ACD activity on screen and you can control the login process remotely
allowing supervisors to determine where and when an agent should be made available. Add to this
the integrated Unavailable Codes and the ability to group users into different Agent Control groups
and queues and you have a comprehensive system for ACD Management.
Chapter 2-2
MyCalls User Environment
Chapter
3
MyCalls User Environment
Logging into the system
Before you can use MyCalls you need to log in to the system. Initially you will not have configured
any users therefore you will be able to start-up the system without a user login so you can start with
a blank login by just clicking ‘OK’ until users have been configured.
Logging into the system as a user requires that users with appropriate user types and passwords
have been set up during the configuration of the application. For more details on this see the
‘Organisation settings’ section.
Normally a user will be associated with a default extension. If this is not the case then you will be
prompted to select your normal extension as detailed below.
How To: Log into the system
1) Click ‘User’ and then ‘Login’
2) Type in a name in User Name and type in a password, alternatively click ‘Browse’ to search for a
name
Chapter 3-1
MyCalls User Environment
3) The following screen will appear if there is agent control in the license and the agent has not
logged into the ACD system.
4) Enter the extension that you are working from.
5) Click ‘OK’
Quick tip:
At least one PBX administrator must be defined in the configuration otherwise you can’t
create or alter any other user.
Selecting your extension when logging on to MyCalls
MyCalls now offers users a hot-desk facility. This enables a user to log onto any extension of their
choice. Users must be specifically enabled for hot-desking otherwise they will be restricted to their
default extension. In addition, extensions enabled for hot desking will appear in the list of available
extensions as well as any extensions for which the user is marked as the default user when the user
logs on to MyCalls or MyCalls desktop.
To Summarise:


Only Users enabled for Hot Desking can select an extension other than their default
Any Extensions enabled for Hot Desking will appear in the list of available extensions when
logging on as well as the extensions for which the user is the default user
Once the hot desking options have been enabled for both users and extensions then the user will be
presented with the extension list whenever they log on to MyCalls.
Chapter 3-2
MyCalls User Environment
The user should select the extension that they wish to control which will then be the extension
controlled from the call control toolbar etc.
Users can be enabled for hot desking in the user configuration dialog.
Extensions can be enabled for hot desking in the extensions configuration dialog.
Chapter 3-3
MyCalls User Environment
For more details on extension configuration see the device configuration section.
Chapter 3-4
MyCalls User Environment
The Main Display
The main screen for MyCalls can display any combination of real time information windows you wish
to create in any position. In addition to real time windows you can also view call logs and other
information from the Grid Bar at the bottom of the screen.
Common features of real time information windows
The windows visible on the MyCalls main screen are individually configurable. Depending on the
type of screen they may have a number of options available.
Status and statistics screens all have the option to lock, Refresh and configure using the context
menu which is viewed by right clicking the mouse whilst hovering over the window
Using the mouse you can hover over any real time window and press the right mouse button to get a
menu of window options.
Chapter 3-5
MyCalls User Environment
The single parameter window menu has the following options available.
Lock Position
This allows you to lock a window in place on the screen layout so that it can no longer be re-sized or
moved.
When a window is locked it loses its borders and if you right click on it again you will see a tick next
to the Lock Position option. To unlock a window select the Lock Position option again to remove the
tick and display the windows borders again. You should now be able to resize and move the
window.
Refresh Data
Data is automatically taken from the database at prescribed intervals
You can select the refresh data option to force the data of the window to be updated. This will force
a retrieval of the data.
Configure
This option allows you to configure existing window settings. The actual dialog presented will
depend on the window type displayed. (See ‘real time window configuration’ for more details.)
Chapter 3-6
MyCalls User Environment
The View Menu
The MyCalls main screen provides a blank area onto which you can arrange various real time
windows. In addition to the Real Time windows you can also view popup windows to allow easy
access to the various logs which are recorded within the MyCalls database. These Log windows
include Calls, Unreturned calls, Alarms and Audit logs.
To access the log windows you can either select from the View menu where you will see selection
checkboxes to show or hide the various log windows. Selecting either Call Records, Unreturned Calls,
Alarms or Audit Log makes the associated window visible on the screen.
In addition to the logs you can also enable the viewing of the main toolbar below the main menu at
the top of the screen
The Grid bar at the bottom of the screen
The Status window found at the bottom of the screen.
Chapter 3-7
MyCalls User Environment
Grid views
The main log windows are viewable as grids. The standard grids are Calls, Unreturned calls, Alarms,
Audit Logs. These grids share the following features
View the grid: Positioning the mouse over the appropriate icon in the bottom grid bar will cause
the window to pop up.
Pin the Grid: Allows the grid to be fixed in position by selecting the Pin icon to the top right of the
window.
If the grid is not pinned then it will automatically hide (minimise) when the mouse is not positioned
over the window.
The window can be adjusted in height by hovering over and clicking the upper part of the window
with the mouse and then dragging the window vertically.
Adjusting the column width: Dragging a column divider with the mouse allows the column to be
sized horizontally
Ordering by column: Selecting the column title will cause the grid to be ordered by that column’s
content, e.g. clicking on a number column will sort the contents in ascending numerical order,
clicking on a name column will sort the items in ascending alphabetical order of the name column.
Grouping by column: Dragging a column to the grouping area (Drag a column header here to group
by that column) will group records on that column. To ungroup simply drag the column name
outside the window.
The screen shot below shows grouping by the date-time column
Chapter 3-8
MyCalls User Environment
Column Chooser: Allows the grid to be customized by adding and removing different columns. Top
add a column select it from the column chooser list and drag it to the grid. To remove a column, drag
it from the grid and release the mouse button. To move the position of a column, drag the column
horizontally along the grid.
Grid View Options
Clicking on the options button allows you to display the following options:
MyCalls only: This displays only calls related to the user currently logged onto the system.
All calls for users in my Organisational Group on my PBX: Lists all calls for users in the logged
on user’s group but only includes those extensions connected to the local PBX.
All calls for users in my Organisational Group across all PBX’s: Lists all calls for users in the
logged on user’s group irrespective of the PBX the extension is connected to.
Custom: Allows setting of specific period for calls. This can be a date range and can be further
limited to a specific time period during each day. Extensions, DID filters etc can also be applied.
Quick Search Filtering: Set the grid filtering by Number, DID, Extension, Call type, Date/Time.
Results must meet all criteria in the filter so be careful not to leave anything in the Number box if
you are only searching for calls related to an Extension as any calls returned in the grid would need
to match both number and extension.
Chapter 3-9
MyCalls User Environment
Max Rows: limits the number of rows viewable in the grid up to a maximum of 500. It is
recommended that this is kept to a maximum of 50 calls for normal operation to limit the loading on
the database.
Refresh: allows you to manually refresh the calls in the view.
Chapter 3-10
Screen Layouts
Chapter
4
Screen Layouts
Introduction to Layouts
Layouts are the view of MyCalls that you see when you run the application. A layout is made up of
pages. A page contains a particular arrangement of parameter windows and can be stored under a
specific page name as part of a layout. Changes to the arrangement of a given page is automatically
stored and recalled when the application is closed and reopened.
Layouts (along with their pages) can be saved as public layouts.
Pages are normally arranged so that parameter windows relating to a particular set of information
can be grouped and viewed together without the screen becoming overburdened with unnecessary
information. This is especially useful if for example you want to create a grouped view of
departmental statistics.
Other elements of a layout which you can customize are the toolbars displayed on screen. You can
choose to hide or display the main toolbar, grid or status bars. The MyCalls window can be
repositioned on your desktop and resized so that the next time you open the application it recalls
these settings and positions itself accordingly.
Chapter 4-11
Screen Layouts
Public and Local Layouts
Local layouts are views that you create on your local machine. They viewed only on the computer on
which they were created
To share your layout with other users you need to save it as ‘public’ in a location accessible by other
users in the MyCalls database. Should you wish to share the layout with users on other sites or
create a layout for general distribution then you can save the layout to a disk file. Agent Desktop
users cannot open public Layouts or create their own layouts as they have a layout pre-assigned to
them.
Chapter 4-12
Screen Layouts
How To: Saving a public layout
1) You can save screen layouts as public layouts in either the MyCalls database or to an external
file. This means that other users can load it and use it as a starting point to create their own
layout.
2) When you have finished configuring your layout as you want it be viewed, from the Layout menu
select ‘Save Public’.
3) You have two options for saving your layout. You can either save it in the MyCalls database or
you can choose a location on your computer or network and save it as a layout file (.lay file
extension).
4) To save to the MyCalls database select the option ‘Save to database’ and the Layout Name drop
down list will become active. Enter a new name for your layout to be identified by the system.
If you wish to overwrite an existing layout in your database then select an existing item name
from the list.
5) To save your layout to an external file select the option ‘Save to external file’ and the Layout
Name field below will become active. Enter a path into the field manually or click the ‘Browse’
button to select a location to save your file to. Enter a name for your file in the File Name field
as shown in the image below and then press the ‘Save’ button to return to the Save Screen
Layout window.
6) When you have entered the required information to save your layout press ‘OK’
Once saved a layout can be reopened and used as the current layout. Opening a public layout simply
creates a local copy of the layout which you are then at liberty to change. The changes you make to
your local copy do not affect the original public layout in any way.
How To: Opening a Public Layout
1) You can load a public layout that a user has saved to either the MyCalls database or an external
file. Opening a layout will permanently overwrite your current screen layout. All user types
except AGENT DESKTOP users can open public layouts.
2) If you are not an AGENT DESKTOP user then you can open a previously saved Public Layout from
either a server or client machine.
3) From the Layout menu select the option ‘Load Public’.
Chapter 4-13
Screen Layouts
4) The Load Screen Layout window will be displayed. If there are layouts saved in the MyCalls
database then the Load from database will be selectable but if there are not then you can only
load a layout from an external file.
5) In the Layout Name field manually enter the file path to the layout you want to load or
alternatively use the ‘Browse’ button to locate the file from your computer or network location
as shown below using the ‘Open dialog’.
6) When you have located the layout file press the ‘Open’ button to return to the Load Screen
Layout window and then press the ‘OK’ button to load the layout into the MyCalls window.
You can also delete public layouts if required. This only affects the public layout and has no impact
on any other layouts which may have used this public layout in the past.
How To: Deleting a Public Layout from the Database
1) You may delete a screen layout from the MyCalls database so that it can no longer be loaded by
other users. Users that have previously loaded a layout before it is deleted will not be affected.
2) To remove a saved public layout from the MyCalls database, select from the Layout Menu the
option ‘Delete Public’.
3) You will be displayed with the Delete Screen Layout window.
4) From the Layout Name drop down list select the name of the saved layout you want to delete.
5) Press ‘OK’ to delete the layout from the database. You will be prompted to confirm the deletion
process, to confirm press ‘Yes’ or to cancel press ‘No’.
Agent Desktop users have very limited access to MyCalls features and have no control over the
layout. An Agent desktop will be assigned a layout by the supervisor and that layout will appear onscreen as soon as the application is launched and the agent has logged in.
Chapter 4-14
Screen Layouts
How To: Assign a Public Layout to an Agent Desktop User
1) You can assign screen layouts to Agent Desktop users. This means that the next time these users
log on, they will view the layout assigned to them. The Agent Desktop users are unable to
modify the layout.
2) To assign a layout to an Agent Desktop user select the ‘Assign’ option from the Layout menu.
3) The Assign Screen Layouts screen will be displayed.
4) Using the Layout Name drop down list you can select the name of the screen layout you want to
assign to the Agent Desktop users.
5) In the Assigned Users field you will see a list of all the Agent Desktop users configured within
MyCalls. You can assign the currently selected layout to the users by clicking the box to the left
of the user’s name. This will then display a tick to show that the user is assigned the currently
selected layout. You can remove the tick from a user to de-assign a screen layout from them.
6) Press ‘OK’ to save the assign layout selection to the Agent Desktop users.
Layout Pages
Pages are the main component of a screen layout. They enable you to display real time window
information and arrange it in a way that best suits your organization.
You can switch between saved pages of a layout by using the drop down list of pages within the
main toolbar
Chapter 4-15
Screen Layouts
Creating New Pages
How To: Creating new Pages
1) From the layout menu select ‘Pages’ and click the ‘New’ option.
2) You will be prompted to provide a name for your new layout page. Enter a name and click the
‘OK’ button.
3) Your new page will now have been created and now be displayed on screen. The page will have
been added to the layout page election tool in the main toolbar.
4) You can now modify the page as per your requirements with real time window parameters
Chapter 4-16
Screen Layouts
Deleting Pages
How To: Delete Pages
1) Select a layout page you want to delete using the layout page selection tool on the main toolbar.
2) From the layout menu select the Pages sub menu and then click ‘Delete’
3) You will be asked to confirm the deletion of the currently selected page. Press ‘Yes’ to confirm
the deletion or ‘No’ to cancel the process.
4) The page will now have been deleted and removed from the layout page selection tool on the
main toolbar.
Save All Pages
How To: Save all Pages
If you have been making a number of modifications to different pages in your layout you can save
the work you have done across all pages by clicking the ‘Save All’ option in the Pages sub menu of
the layout menu.
Copying Pages
How To: Copy pages
1) You may wish to create a page that is similar to an existing page you have available. To cut
down the time it takes to setup a page layout you can use the Copy Page feature in the Pages
sub menu of the layout menu.
2) You will be prompted to provide a name for your copied layout page. Enter a name and click the
‘OK’ button.
3) A copy of your existing page will now be displayed and available from the layout page selection
tool. This new page should have the name you previously provided and you can alter existing
settings to your requirements.
Chapter 4-17
Screen Layouts
Reloading Pages
How To: Reload Pages
1) If you have made significant changes to a layouts page, but decide that you preferred the pages
the way they were before, then you can revert them back to their previous state so long as you
have not saved the changes in the meantime.
2) From the layout menu select the ‘Pages’ sub menu and then click on the ‘Reload’ option.
3) Your pages will now be restored to their previous saved state without any unsaved changes you
have made since.
View Screen as Agent Desktop User
How To: View screen as an Agent Desktop User
1) You can view your screen as an Agent Desktop user would see it by choosing the ‘View as Agent
Desktop option’ from the Pages sub menu of the Layout menu.
2) This will remove any real time window control boxes and lock the windows on the screen as they
are positioned.
3) To come out of the Agent Desktop view in order to move and re-size real time windows you can
select the ‘Restore from Agent Desktop view’ from the ‘Pages’ sub menu of the ‘Layout’ menu.
Resetting Installation Defaults
How To: Reset to installation defaults
1) If for whatever reason, you have got to the point where you wish you could start over again, you
can.
2) From the Layout menu select the option ‘Reset to Installation Default’ and this will reset all your
layouts and pages back to how they were when the application was first installed.
Chapter 4-18
Real Time Status
Chapter
5
Real Time Status
What are Real Time Windows
A real time window is an on screen display of a value that is calculated there and then, from
information collected from the PBX. These windows can be used to display information on the
following single and group items.
Single Items
Groups
DIDs
Trunk Groups
Extensions
DID Groups
Pilot Numbers
Extension Groups
Users
Pilot Number Groups
Account Code Groups
Organization Groups
There are four types of real time windows you can create to display call information; Real Time
Status Windows, Real Time Statistics Windows, Single Value windows, and Combination Value
Windows.
How To: Accessing Real Time windows
To access real time windows:
1) On the main MyCalls screen click View –> Real time information
2) This presents you with the following menu:
Chapter 5-1
Real Time Status
3) From this menu you can select the type of window you wish to view
Real Time Status Windows
A real time status window is one that displays a value that is derived from changes in state from the
phone system. Configuring a Real Time Status window enables you to see immediate response to
events which are occurring now, for example off hook, ringing and on hold conditions.
These windows can be configured to show information relating to Users, Extensions, DIDs, Pilot
numbers, and Trunk groups. Users and Extensions can give us device status information i.e. what
state are they in at this moment.
DIDs, Pilot Numbers and Trunk Groups represent queues of calls related to a particular DID, Pilot or
Trunk group so the real time status associated with these items relates to the current number of
calls waiting to be answered i.e. Calls in Queue (CIQ).
A DID queue relates to the calls currently waiting which dialled that DID number.
A Pilot queue relates to all calls which have been forwarded to a particular ACD queue (via a Pilot
number).
A ‘Trunk group’ queue represents the number of calls waiting to be answered at this moment in time
for the trunks in that group or all trunks, if selected.
Real Time Status Parameters
A Real time status parameter is a value that is displayed in real time as a result of an event occurring
in the telephone system.
Real time status parameters can be displayed for the following types of devices and users:





Users
Extensions
DID’s
Pilot Numbers
Trunk Groups
User status gives a real time visual indication of the current state of the extension a user is logged on
to. Extension status view is also available for specific extensions. You can view the following states:










Idle/Available – The extension/user is available to receive calls
Off Hook – Receiver is picked up
Ringing – Incoming call is ringing the extension or user
Incoming connected – Incoming call has been connected, call in progress
Outgoing connected – outgoing call has been connected, call in progress
Hold – The extension has been put on hold or an extension has put another on hold
Internal – Internal (extension to extension) call is in progress
DND (Do Not Disturb) – Extension is unavailable to receive calls
Unavailable – ACD User is unavailable to the ACD queues
Wrap UP – ACD User is wrapping up a call and is not currently available for a predefined time
Real time status parameters for queues e.g. DID, Pilot Numbers and Trunk Groups include:


Caller
Trunk
Chapter 5-2
Real Time Status



Usage (trunk Groups only)
Calls In Queue
Longest Wait Time
The following diagram shows how you might use real time status windows to look at calls being
queued at different points in the telephone system.
Chapter 5-3
Real Time Status
User/ Extension Status views
Detail, Summary and Overview views
Real Time Status windows offer three ways of viewing extension or user status; Detailed, Summary
and Overview.
Detailed view
This view is designed for use by supervisors who may want to see the state of each extension or user
and the amount of time they have been in that state.
You can show combinations of states as each state is shown separately. The number of devices in
any given state is shown e.g. Ringing (2) indicates 2 devices in the Ringing state. The devices or users
in a given state are shown with the longest in that state at the top of the list.
Summary view
This view displays basic information relating to users or extensions. Only the currently active state is
shown at any one time for each user or extension:
Several types of information can be displayed in this view:






Group name
User/extension name
Extension number
Current status
Time in current state
Calling/Called number
Overview view
This view is useful for showing the state of many extensions in one screen. This view displays the
Extension name/number or user name and a visual indication of the current state for each user that
is included in the view. The current state of the extension or user is indicated by a colour coded
indicator bar.
Chapter 5-4
Real Time Status
The indicator bar can be extended to reveal additional information:








Name of Extension or user
Number – Number being called or calling in
DID – DID that was called (Incoming calls only)
Pilot number – Pilot number that the call was assigned to
Caller – Calling in or being called
Code – Unavailable code
Time – Elapsed time in current state
Current status – current state of extension or user
Creating User Status Views
How to: Creating a new User Status view
1) Click ‘Real Time Status’
2) Select the output you wish to create a new user status for e.g. user
3) Click ‘Create a new user status view’
4) A new dialogue window will appear
Chapter 5-5
Real Time Status
5) You can select one or more organization groups from the organizational group’s selection box to
include multiple groups’ user statistics in the window. Organisation groups are configured
through the organization setup screen
6) Select the window type i.e. detailed, summary or overview described previously
7) With the detailed and summary variants of this window you can add additional column fields
using the Column Chooser button. Removing a column is simple by holding the left mouse
button on the column header and dragging the column out of the window then releasing the
mouse button. The overview variant can have the Short Names option applied which will then
display abbreviated name of the user (see user configuration)
8) You can change the style of the font for the detailed and summary windows separately using the
Edit Summary Font and Edit Detailed Font screens
9) Click ‘OK’
Queue status and Queue group status
When dealing with Users and Extensions we can only view their current status i.e. what is happening
right now. When we are dealing with DIDs, Pilot numbers and Trunks however we want to see the
amount of calls waiting to be answered.
When calls are waiting to be answered we refer to them as queued calls.
This can apply to the following situations:



Where multiple lines are calling in on a single number (DID for example)
Where multiple calls are incoming on multiple lines and waiting to be answered
When calls are being queued within the PBX as part of an ACD system
Queue status windows can either give information for a specific queue e.g. ‘All Trunks’ or ‘Sales DID’
this is known as a queue status window. Alternatively you can view one or more groups of queues in
a single window. This is known as a queue group status.
Queue status
A real time queue status window represents a statistic calculated in real time as each event is
processed for a given device i.e. DID, Pilot number or Trunk. These windows are displayed as a
current value such as the number of calls waiting to be answered at this moment in time.
Chapter 5-6
Real Time Status
The method for creating queue status windows is the same for DIDs, Pilot numbers and Trunks. The
following is an example for the DID configuration.
How To: Configure a DID queue status window
1) From the ‘View’ menu select the option for ‘Real Time Information’ or select the
the main toolbar.
icon from
2) Expand the ‘Real Time Status’ section by clicking the + to the left of the text and then expand the
DIDs section. Highlight the Queue Status option by clicking it and in the right side of the window
3) Click the task ‘Create a New Queue Status View’
4) The ‘Real time queue status’ configuration screen will be displayed
5) If your MyCalls configuration is using more than one PBX then you can select between
configured PBXs using the PBX drop down list
6) Select a DID available from the DID drop down list
7) You can change the style of the title font for the window by pressing the Edit Title Font button
Chapter 5-7
Real Time Status
and configuring the various style options
8) In the visibility area of the configuration screen there are a number of options that can change
the view of your queue status window.
9) To enable any of them just click the box to the left of the option and ensure there is a tick in the
box.
10) To disable an option just remove the tick.
11) Show Title: If enabled this will display in the window the device type and the device name.
12) Show Caller: If enabled this option will display in the window the CLI of the next caller in the
queue.
13) Show Trunk: If enabled this will display in the window the trunk or line the next incoming
queued call is being received from.
14) Show Calls in Queue Label: If enabled this will display in the window the CIQ: label for the
number of calls in queue value.
15) Show Calls in Queue Value: If enabled this will display in the window the number of calls in
queue value.
16) Show Longest Wait Label: If enabled this will display in the window the Longest Call Waiting
label for the longest call waiting value.
17) Show Longest Wait Value: If enabled this will display in the window the longest call waiting
value.
18) When you have completed the configuration of your windows settings then press the ‘OK’
button and your window will be placed on the currently selected layouts page.
19) Press ‘Cancel’ at any time to abort the setup.
Queue-Group status
If you want to display the number of calls that have not been answered and are currently waiting in
queue for one or more groups, along with other head of queue information then a queue group
status is required
Chapter 5-8
Real Time Status
Devices which support queuing should be grouped so that useful information can be obtained from
them. Trunks could be grouped according to function e.g. Analogue trunks, GSM gateway trunks, BRI
ISDN trunks.
The following method shows how to configure a DID queue group status; however the method is the
same for DIDs, Pilot numbers and Trunks.
How to: Create queue group status for DID groups
1) Click ‘Real Time Status’
2) Select the output you wish to create a queue group status for e.g. DIDs
3) Click ‘Create a New Queue Group Status View’, the following dialog will appear
4) In the new dialogue window that appears, select the group or groups to include in the resulting
window
5) Click ‘OK’
Chapter 5-9
Real Time Status
Chapter 5-10
Real Time Statistics
Chapter
6
Real Time Statistics
Real Time Statistics Windows
Real time statistics allow you to calculate a wide range of statistical values for all the devices, users
and groups. The groups can either be predefined system groups or user defined. The system groups
are automatically created and devices are assigned to these system groups according to the device
type e.g. Digital Desk Phones. User defined groups are created by the application users according to
how the devices and users are used in the organisation e.g. Sales, Accounts.
Statistical periods and calculations
Statistics can be calculated in various ways depending on how you want to view your data. Each of
the statistics windows allow you to select the period over which the statistics are calculated.
Historical statistics
These statistics are calculated differently depending on how you select the period.
Daily: calculates a daily accumulated value or average which is reset each day at midnight
Hourly: Calculates accumulated or averaged statistics for each hour of the day. All values are reset
at midnight.
Current statistics
Last Hour: These values are calculated as a rolling statistic over the previous 1 hour period, for
example if the time is currently 14:30 then the current value calculated will be that value between
13:30 and 14:30
Types of Real Time Statistics window
There are three basic types of real time statistics accessible via the real time information menu; Real
Time Statistics (Grid View) windows, Single Value windows and Combination value windows.
Chapter 6-1
Real Time Statistics
Real time statistics (Grid View) windows display a user defined selection of real time single value
statistics for one or more devices or groups.
Single value windows show an individual statistic in either a Numerical or Graphical format.
Combination value windows show comparative statistics of different statistics on the same graph.
Grid View Statistics windows:
Select View -> Real Time Information -> Real Time Statistics from the MyCalls menu.
This type of window allows you to view many statistics in the minimum screen area. You can
configure group or individual statistics grid views.
Real time statistics displayed in the grid view allows you to display cumulative call statistics on users,
DIDs, extensions, pilot numbers, DID groups, extension groups, pilot number groups and trunk
groups. Statistics included by default include answered calls, abandoned calls, grade of service and
abandoned grade of service although more fields are available to be added to the view if required.
Daily/ Hourly Single Value windows:
Single value windows provide numeric or graphical windows showing single value statistics based
around Call Rate and Performance. Call Rate windows display numerical values only whereas
performance statistics can display results as numerical values or graphical values. To show these
parameters as a numerical value select the ‘Show Single Value’ in the configuration window.
Numerical values appear as a single coloured window showing the parameter value and other
associated information such as Title, Group, and the Interval over which the statistic is calculated
e.g. daily, hourly.
Call Rate statistics show the cumulative counts for the various call types and you can elect to
display these values over both historical (daily, hourly) periods and current (last hour) periods.
Chapter 6-2
Real Time Statistics
Call Performance statistics are either cumulative totals e.g. number of long calls, or average
values e.g. average wait time.
The cumulative total statistics can only display values numerically and you can select both historical
and current calculation periods.
The Average value statistics can be displayed in both numeric and graphical format and the
statistical period is limited to either ‘Daily’ or ‘24 Hour’ options. If you elect to display the values in
numerical format you will need to select the ‘Show Single Value’ Checkbox in the configuration
screen* and this option is only be available for the daily period.
*See detailed configuration later in this section.
Numerical View of average wait time statistic
The graphical output displays the Min/Max values for the parameter as a bar and the average value
is shown as a line graph over the 24 hour period.
Graphical view of Average Wait Time 24 hour
Chapter 6-3
Real Time Statistics
Combination Value windows:
Combination value windows provide graphical representation showing call volume histograms and
the maximum and minimum number of calls mapped against average values.
Combination values can only be displayed for historical statistics i.e. daily and 24hour and can
display min/max bar charts for each hour and a line graph overlay showing the average values over
time.
Moving the mouse over the graph will show the Average and Min/Max values in a context window.
The Combination values work best when looking at and comparing different call types such as
Outgoing and Incoming calls.
Chapter 6-4
Real Time Statistics
Manipulating the Graphical displays
Single value and Combination value windows can display results in graphical format. These graphs
are easily manipulated to allow you to zoom into the area of interest as follows.
How To: Manipulate the graph
1) The original graph as seen above shows the activity over a 24 hour period, from midnight to
midnight. Generally the data you will be most interested in is during your working hours, for
example from 9 till 6. MyCalls allows you to zoom in on these areas so that you don’t get a lot of
space where there’s no activity.
2) To zoom in on a selected area click the mouse and drag across. For example, click the mouse at
6am and drag to 6pm.
3) A shaded area will appear over the selected area.
4) Click to release, and a larger, zoomed in version will appear.
5) Repeat this until you have the desired selected area.
6) To return to the original graph click the minus
Click this several times.
icon on the bottom left side of the graph.
Configuring Real Time Statistics windows
Group statistics windows
Chapter 6-5
Real Time Statistics
You can view a wide variety of statistics for groups by configuring group statistics windows. You will
need to create a separate window for each type of group from DID, Pilot, Trunk and Extension
groups depending on what you want to view. Configuring the Group statistics window is the same in
each case.
The device groups are arranged under the menu options:




DID Groups
Pilot number groups
Trunk groups
Extension groups
Individual statistics windows
If you want to see statistics for individual devices or users these can also be configured. You can view
individual statistics for Extensions, Users, DIDs and Pilot numbers. You will need to configure a
different window for each category and the method of configuration is the same in each case.
Individual statistics are arranged under the menu options




Extensions
Users
DIDs
Pilot numbers
Available statistics
Once you have created your statistics window you can view a wide range of values by selecting the
value from the column chooser. This gives a list of columns which can be dragged across to the
statistics window. The available statistics are as follows:
Average incoming duration
Average duration for incoming connected calls
Average outgoing duration
Average duration for outgoing connected calls
Chapter 6-6
Real Time Statistics
Average total duration
Average duration of all calls
Average overflow duration
Average duration for overflow calls. Overflow calls are waiting calls which have been moved from
one ACD queue to another.
Average overflow wait time
Average wait time for overflowed calls
Average abandoned call wait
Average time which incoming abandoned calls were prepared to wait
Average incoming call wait
Average time which incoming connected calls were prepared to wait
Average ring no answer (RNA) call wait time
Average time which incoming calls had to wait before being answered when the intended extension
did not answer in time and the call had to be forwarded to an alternative extension.
Long Abandoned wait
Number of abandoned calls where the ring time exceeded the ‘ABD Ring’ (abandoned ring time)
defined in the Grade of Service for that specific device or group. The ABD Ring setting is specified for
groups of devices or users in the operational grade of service configuration and can vary between
different groups.
Long incoming calls
Number of connected incoming calls where the duration exceeded the ‘Inc/Overflow Call’ (maximum
call duration) defined in the Grade of Service for that specific device or group. The Inc/Overflow
setting is specified for groups of devices or users in the operational grade of service configuration
and can vary between different groups. This statistic will include overflowed calls.
Long incoming wait
Number of connected incoming calls where the ring time exceeded the ‘Inc/Overflow Ring’
(maximum ring time) defined in the Grade of Service for that specific device or group. The
‘Inc/Overflow Ring’ setting is specified for groups of devices or users in the operational grade of
service configuration and can vary between different groups.
Long overflow calls
Number of connected overflow calls where the duration exceeded the ‘Inc/Overflow Call’ (maximum
call duration) defined in the Grade of Service for that specific device or group. The Inc/Overflow
setting is specified for groups of devices or users in the operational grade of service configuration
and can vary between different groups.
Long overflow waits
Number of connected overflowed calls where the ring time exceeded the ‘Inc/Overflow Ring’
(maximum ring time) defined in the Grade of Service for that specific device or group. The
‘Inc/Overflow Ring’ setting is specified for groups of devices or users in the operational grade of
service configuration and can vary between different groups.
Chapter 6-7
Real Time Statistics
Overflow
Number of connected overflowed calls.
Ring no answer
Number of ring no answered calls
Total calls
Total number of incoming and outgoing calls relevant to the specific group or device
Total duration
Total duration of connected incoming and outgoing calls calculated for a specific group or device
Total abandoned calls
The number of calls where the caller terminated the call before being answered by a group for a
defined period
Chapter 6-8
Real Time Statistics
Creating Grid View real time statistics windows
Real time statistics windows can be configured to show groups of devices or individual devices. In
operation grouped devices are very useful as they show an overall set of values across several
devices or users.
How To: Creating a group statistics window for Extensions Groups
1) From the ‘View’ menu select the option ‘Real Time Information’ or select the
main toolbar.
icon from the
2) Expand the Real Time Statistics section by clicking the ‘+’ to the left of the text and then expand
the ‘Extension Groups’ section. Highlight the Group Statistics option by clicking it and in the right
side of the window click ‘Create a New Group Statistics View’.
.
3) If your MyCalls configuration is using more than one PBX then you can select between
configured PBXs using the PBX drop down list.
4) Group: Select an Extension Group or multiple groups from the list of available groups in the
group list window. By default selections for All Desk Phones, All Digital Phones, All Extension
Types, All Non PBX Phones, All System Phones, All User PBX Phones, All User Phones, All Voice
Mail Ports and Unassigned Extensions will be available. Additional entries are configured
through telephone configuration.
5) Display Values: You can select to display either historic of current values. If you choose
historical then the intervals available will be either Daily or Hourly. Daily will display statistics for
the current day whilst hourly will display the statistics for the current hour of the day. If current
Chapter 6-9
Real Time Statistics
only is selected then the intervals available are Last hour and this is rolling time period for the
previous 60 minutes from the current time.
6) Interval Period: After selecting the display values in instruction 6 choose the interval period
from the interval period drop down list.
7) Refresh Time: You can set the refresh time for when you want the statistics in the window to
refresh. By default this is set to 60 seconds.
8) You can change the style of the title and statistics fonts for the window by using either the Edit
Title Font button or Edit Status Font button and configuring the various style options.
9) When you have completed the configuration of your windows settings then press the OK button
and your window will be placed on the currently selected layouts page. Press cancel at any time
to abort the setup.
10) Once the window is created you can add additional columns to what is setup using the Column
Chooser. If you want to remove any columns from the window then hold down the left mouse
button on the column header you want to remove and drag the column out of the window area.
Creation of individual device statistics window is a similar process to configuring a group window but
How To: Creating an Extension statistics window
1) From the toolbar click ‘View’
2) Select the option for Real Time Information or select the
icon from the main toolbar.
3) Expand the Real Time Statistics section and then expand the Extensions section. Highlight the
Extension Statistics option by clicking it and in the right side of the window click the task ‘Create
a New Statistics View.’
4) The real time extension statistics configuration screen will be displayed. (Note: in order for
extensions to show up you need to enable real time statistics)
Chapter 6-10
Real Time Statistics
5) PBX: If your MyCalls configuration is using more than one PBX then you can select between
configured PBXs using the PBX drop down list.
6) Extensions: Select Extensions from the list of available devices in the Extensions list window. If
your extension does not appear here then it may need to be configured through telephone
configuration.
7) Display Values: You can select to display either historic of current values. If you choose
historical then the intervals available will be either Daily or Hourly. Daily will display statistics for
the current day whilst hourly will display the statistics for the current hour of the day. If current
only is selected then the intervals available are Last hour and this is rolling time period for the
previous 60 minutes from the current time.
8) Interval Period: After selecting the display values in instruction 6 choose the interval period
from the interval period drop down list.
9) Refresh Time: You can set the refresh time for when you want the statistics in the window to
refresh. By default this is set to 60 seconds.
10) You can change the style of the title and statistics fonts for the window by using either the Edit
Title Font button or Edit Status Font button and configuring the various style options.
11) When you have completed the configuration of your windows settings then press the OK button
and your window will be placed on the currently selected layouts page. Press cancel at any time
to abort the setup.
12) Once the window is created you can add additional columns to what is setup using the Column
Chooser. If you want to remove any columns from the window then hold down the left mouse
button on the column header you want to remove and drag the column out of the window area.
Chapter 6-11
Real Time Statistics
Single Value Windows
Single Value windows are designed to display a statistic that is calculated in real time as each call is
processed. These values can either be displayed as a current value or as a range of values over a
defined time period or interval, such as number of calls answered in each hour. Single value
windows can only display information relating to a whole group of devices or users including account
code groups, DDI groups, extension groups, organization groups, pilot number groups and trunk
groups.
Single Value windows – quick reference table
Account
Code
Groups
DID Groups
Extension
Groups
Organisation
Groups
Pilot
Number
Groups
Trunk
Groups
Incoming
Calls






Overflow
Calls






Outgoing
Calls



Internal Calls



Abandoned
Calls



Call Rate




Performance
Chapter 6-12
Real Time Statistics
Avg.
Incoming
Call Wait
Time






Avg.
Incoming
Call, Call
Time






Avg.
Overflow
Call, Wait
Time






Avg.
Overflow
Call, Call
Time






Avg.
Outgoing
Call, Call
Time



Avg. Internal
Call, Call
Time



Avg.
Abandoned
Call, Wait
Time






Avg. General
Service Level






Avg.
Abandoned
Service Level






No. Of Long
Waiting
Incoming
Calls






No. Long
Waiting
Overflowed
Calls






No. Of Long
Incoming







Chapter 6-13
Real Time Statistics
Calls





No. Of Long
Internal Calls



No. Of Long
Waiting
Abandoned
Calls






Service Level






Abandoned
Service Level






No. Of Long
Overflowed
Calls

No. Of Long
Outgoing
Calls




Chapter 6-14
Real Time Statistics
How To: Creating a single value window
1) Select the group you wish to show statistics for from the single value window list
2) Select ‘Call Rate’ or ‘Performance’
3) Select the statistic that you wish to view from the list
4) Click ‘Create a New Real Time Parameter Window’
5) In the dialog window that appears, you can alter the interval period, choose a group, alter the
time and tick if you want to show a single value.
6) The window will appear on the screen
7) Click ‘OK’
Combination Value Windows
A combination window displays several statistics at the same time. These can be used to see how
one value affects another, like a difference in call volume might result in customers receiving longer
waiting times. In this example more people are needed to answer calls to keep the wait time the
same.
Chapter 6-15
Real Time Statistics
How To: Creating Combination Value Real Time Parameter windows
1) Click to expand ‘Combination’
2) Select the group you wish to expand e.g. DIDs
3) You are now presented with two options: clicking ‘call rate’ or ‘performance’
4) If you click call rate you will be presented with a call volume chart
5) If you click performance, you will be presented with a chart of call wait time ranges.
6) On both occasions the following window will appear:
7) You can alter the interval period, the group and the refresh time.
8) Click ‘OK’
Removing a Real Time window
To remove a real time window from your layout page, Press the
and it will be deleted.
in the top right of the window
Chapter 6-16
Real Time Statistics
How To: Configuring an existing Real Time window
1) To change the configuration settings of a real time window, right click over the selected window
with your mouse and select the ‘Configure’ option from the menu that appears near your cursor.
2) You will then be presented with the configuration screen for that type of window and can
amend the configuration settings to your requirements.
3) Press ‘OK’ to apply the changes and view the newly configured window.
4) Pressing the ‘cancel’ button at any time will abort the changes and revert back to the existing
settings.
Chapter 6-17
Real Time Statistics
Chapter 6-18
Call Recording
Chapter
7
Call Recording
The MyCalls system provides access to call recordings using the Calls list on the front screen. From
the calls list you can see at a glance any calls which have been recorded and you can playback these
calls on the desktop simply by clicking the call playback icon (see below).
Enabling Users for Call Playback
Any MyCalls user can be enabled for call playback. By default if no users are created in MyCalls, you
will be able to playback all calls. Once users have been created then anyone logging into MyCalls as
a user will have certain rights and restrictions dependent on their user type and where they appear
within the organisational hierarchy.
The steps required to ensure call recording can take place for a given set of users are as follows:







Create your users and user groups*
Assign each user with a Role
Assign your users to their respective organisational groups
Assign each user a default extension
Assign each user a login/pin if required**
Enable the user for Call-Recording
Configure any Call-Recording rules
The rules governing the playback of calls
Any users that are created and want to play back calls must be enabled for call playback
A normal User can listen to their calls only
An Agent Desktop user can listen to their calls only
A Wallboard user can not listen to any calls
A Supervisor can listen to any calls within their organisational group and any sub group
An ACD Supervisor can listen to any calls within their organisational group and any sub group
A PBX Administrator can listen to any calls on their PBX
An Enterprise administrator can listen to any calls on all PBXs
The above rules can be overridden by applying call recording rules to Callers, Users, Extensions,
Trunks, DIDs and call types.
Chapter 7-1
Call Recording
To ensure call recordings are only visible to users with appropriate permissions it is important to
setup the organisational hierarchy correctly. In the example below, the highest level group is called
Office admin and in that group, there is a Supervisor (Mark). The supervisor can playback any calls
from office admin and customer service.
The Supervisor in customer service (Sarah) however, can only playback calls in the customer service
group.
For the Hierarchal user structure to work correctly, the users must be assigned to extensions. To
assign a user to an extension, go to configure / telephone system and edit an extension. The user is
only assigned to calls on that extension from the time the extension is assigned to them.
How to: Enable a User for playback
1) In Configure -> Organisation click ‘Create New User’ or ‘Edit an Existing User’
2) To give a user the ability to playback calls, check the ‘Enable Call Playback’ box
3) Click ‘OK’ to save any changes.
*For more details on users and groups see the Organisation configuration section
** For more details on login/pin configuration see the Telephone system device configuration
section
Chapter 7-2
Call Recording
Restricting Call Playback
To enable or disable the recording of certain types of calls or calls made to or from certain parts of
your organization you can define recording rules. These rules enable or disable specific devices,
users and call types from being recorded. This allows you to override the normal rules governing
users as described above. However recording rules cannot enable a user to listen to a wider range of
calls than their position in the organisation allows. For example a user can only ever listen to their
own calls; however you could specifically disable calls on an extension within a group from being
recorded.
How To: Configure Call Recording Rules
1) From the menu select - Configure -> Telephone system -> PBX -> Call Recording
2) Select the ‘Edit Call Recorder’ Configuration
3) The ‘Edit Call Recorders’ window will be displayed – select the ‘edit’ button for the recorder for
which you wish to set rules
4)
Chapter 7-3
Call Recording
5) From the call recording configuration page click ‘Recording Rules’
6) The Recording Rules dialog is displayed and you can define rules for enabling or disabling calls.
7) Extensions, DIDs, Callers, Trunks and Users can all be included or excluded from being recorded
as required.
Chapter 7-4
Call Recording
How to: Set up recording rules for Extensions
1) Add devices to the ‘Selected’ list by selecting them in the ‘Available’ list and clicking
2) Choose ‘Do not record the selected devices’ or ‘Only record the selected extensions.’
You can also decide to include incoming only, outgoing calls only or both.
Using the Call Playback Interface
Once logged into MyCalls the calls list will provide access to the recorded calls. The leftmost column
of the calls list provides an Icon to indicate the call recording status.
‘No Icon’ indicates there is no recording for that call
‘A plain speaker icon’ indicates a recording has been matched to the call
‘A greyed out speaker icon’ indicates a recording has been matched to the call but the recording has
been disabled
‘A speaker icon with a red cross’ indicates a recording has been matched to the call but the user is
barred from playing back the call
‘A speaker icon with a red cross and a green arrow’ indicates the call is a transferred incoming call, a
recording has been matched to the call but the user is barred from playing back at least part of the
call
How To: Select and Playback a call
1) From the ‘view’ menu select ‘Call Records View’ or select ‘Calls’ from the toolbar at the bottom
left side of the screen:
Chapter 7-5
Call Recording
2) By default the call records view will display the last 50 calls for the current day. Calls that have
been recorded will show a speaker icon meaning they have been recorded.
3) To play a call that has been recorded, simply double click the speaker icon
left box to play the call.
located in the far
4) From the example above, only one call has been recorded, shown by the speaker icon, so you
would double click on the speaker for this call. This will present the call playback interface.
5) After you have double clicked the speaker, the player will load and play the calls.
The Call Player
MyCalls provides a desktop player similar to many popular MP3 players which will allow the
playback of calls and looping of sections of the call for in depth analysis.
Use the Play, Pause and Stop controls for basic playback. Rewind and Fast Forward allow you to
search through the call quickly.
Chapter 7-6
Call Recording
Finding Recorded Calls
For fast retrieval of calls for playback you can use the quick search from the calls grid options. Quick
search is the easiest way to find a call by CLI, DID or Extension.
Quick Search
From the ‘view’ menu, click ‘Call record view’. The quick search is highlighted below; by default it
shows the last 50 calls for today. To change the date to search on, select from the list in the ‘Period’
drop down menu. To enter specific dates, choose custom and enter your dates and times as
required.
The next line down allows you to search for a particular telephone number, DID and extension. You
can enter partial numbers to search on e.g. 01270 would find any number containing ‘01270’.
Entering both a Number, DID and an Extension will search for calls containing all items in the one
call.
You can also choose which call types to include and the maximum number of calls to display.
Once you have selected your criteria, click the ‘refresh’ button to update the view.
Chapter 7-7
Call Recording
If you cannot see the quick search, click ‘options’ in the call records view and select ‘Quick Search’
from the options.
Exporting Call Recording files
If you click the ‘export’ button, you can save a recorded file as either wav or wma format. Note that
files saved in wav format will be far greater in size than wma files. Enter a name and click ‘save’.
Recordings which you cannot listen to
Calls that show a speaker icon crossed out means the calls has been excluded from call recording in
the recording rules configuration.
Chapter 7-8
Call Recording
Call Recording Configuration
Trunk Configuration
Configuration of call recording requires the correct configuration and licensing of trunks. Whilst this
should be taken care of during the system installation, it is possible that the call recording
configuration could change at some point due to licensing of additional trunks.
In order to enable recording on specific trunks they will need to be assigned as call recording trunks
within the call recording configuration.
Access to the Call Recording configuration
How to: Access the Call-Recording configuration screen
1) From the menu select - Configure -> Telephone system -> PBX -> Call Recording
2) Select the ‘Edit Call Recorder’ Configuration
3) The Edit Call recorders window will be displayed
The Call recorder configuration screen allows the setting up of call recorder units, Licensing of
Trunks and the editing of call recorder settings and recording rules.
Chapter 7-9
Call Recording
How To: Add Call Recorders to the MyCalls Configuration
1) To add a new call recorder click the ‘Add Call Recorder’ button. The window below will appear.
2) Select the call recorder type from the drop down menu, and enter a name e.g. Crompton Road.
3) Click ‘OK’
4) The call recorder will now appear in the ‘Installed Call Recorders’ section
5) Select the required call recorder and click ‘Edit’
6) The Call recording configuration screen will be displayed
Recording Server Name: Enter the name of the call recording PC
Chapter 7-10
Call Recording
Playback Port, Archive Port, Playback Speed: These do not normally require changing
Test Connection: Press this button to check the call recording PC is responding
Trunk Licensing
Whilst trunk licensing is an installation operation, it may be necessary for a system administrator to
adjust or configure additional channels of call recording.
The call recorder is licensed to record a certain number and type of channels based on what the
customer has bought. In order to know which of the channels are to be used, the trunks in MyCalls
need to be set to the correct type and marked for inclusion in call recording.
Only trunks that are marked as ISDN or AN4009 are listed. Trunks that are either BRI or PRI need to
be marked as ISDN within MyCalls
Trunks that are analogue need to be marked as Analogue within MyCalls
Remaining licenses for each type of trunk are indicated to the right of the Trunk Licensing grid.
Licensed trunks need to be associated with the appropriate call recorder. If only one call recorder is
installed then selecting a licensed trunk checkbox will automatically select the call recorder. If there
is more than one call recorder then you will need to select the call recorder for each trunk.
Backup Call Recordings
Call recordings can and should be backed up to an area that can be taken off-site for security
purposes. The call recordings when backed up are still encrypted and can only be played using the
MyCalls system. The backup can be scheduled to occur at set times and split into different volume
sizes for storage on to CD or DVD. The split volumes create a new directory for each split and
increment a number at the end of the volume name to ensure they are unique.
Once call recordings have been archived the system can remove the actual recording from the
computer. If you wish to play back a call recording that has been archived and deleted from the
system you will be instructed to insert the disk that hold the archived call recording. The system will
then restore that call recording and can then be replayed.
Chapter 7-11
Call Recording
How To: Configure Call Recording Backups
1) Select the Recording Backup button from the Call Recorder Configuration Dialog.
2)
3) The backup folder MUST be one that is local (attached) to the call recording server.
How To: Manually Start a Call Recording Backup
1)
Select the Recording Backup button from Configure Call Recording Backup Dialog.
2)
Enter the dates for the backup to apply to and press the Backup button.
3)
Chapter 7-12
Call Recording
How To: Cancel a Running Call Recording Backup
1)
2)
3)
Select the Recording Backup button from the Configure Call Recording Backup Dialog.
Press the Cancel Running Backup, This will instruct the call recording server to cancel any
scheduled or manually started backups that are currently running.
Chapter 7-13
Call Recording
Chapter 7-14
Telephone System Configuration
Chapter
8
Telephone System Configuration
Configuration options
Before you can use MyCalls you will need to configure the application. To do so you will need to
gather, at a minimum, the following information about your telephone system:
Trunks: The type and number of trunks connected to the PBX switches that MyCalls will be
monitoring. For example are your trunks ISDN (BRI or PRI), analogue, mobile gateway etc.
Extensions: An itemized list of extensions along with their groupings either by location or business
function. Ideally identify who is the regular user for each extension (Default User)
DID Numbers: If your organization uses DID numbers, you will need a list of them and their function
or the name of the person who will be receiving calls to that DID. In most cases it is better to specify
a business function to a DID e.g. Sales enquiries, Support etc.
If you are planning to configure organizational information such as users and user-groups then you
will also need to gather information about who will be using the telephone system and how their
roles are organized.
Chapter 8-1
Telephone System Configuration
Quick tip:
Managing devices properly
Setting up devices properly can sometimes prove difficult especially if you have a large
configuration to deal with. Some tips for finding and managing devices and groups are:
Look for devices in their System groups as well as their logical groups. If you know a
device is a specific type then look in the system group for that type.
Make your groups as small as possible so making individual devices easier to locate
Name your groups so they make sense to you and your users
Only enable statistics for devices if you really need to as it impacts on system
performance
Regularly check for unassigned devices and remove them from the configuration if
possible
Use device import as the preferred method of configuring your devices and users
Accessing configuration options using the menu
Using the MyCalls menu you can access the configuration screens using:
Configure -> Telephone Systems -> PBXs
To configure Devices, Call Recording Groups, call control or Agent Control, Double click the PBX (in
most cases there will be only one).
Configuration Essentials
Accessing configuration options using toolbar shortcuts
On the MyCalls toolbar Click on the
Icon
Chapter 8-2
Telephone System Configuration
What to Configure
Essential features
In order to configure MyCalls you must be logged on as a PBX Administrator (for more details on
user privileges see the section on Organisation and Users).
The MyCalls Configuration menu provides the following configuration selections:
Telephone System: Configure details for your PBX switches, Telephone extensions, Trunks, DID’s
Account codes, Pilot numbers, ACD User Logins, PIN codes, call recording agent and call control.
Organisation: Configure the users and departments within your organization and set user
privileges.
Callers: Define people who call you, or conversely people who you call on a regular basis. Identify
callers according to organization or purpose of call e.g. business or personal callers and create your
own caller groups so you can monitor how much time is spent dealing with various organizations.
Costs: Configure a wide range of call costing parameters to allow you to track the costs incurred,
specify least cost routing and deal with multiple carriers for your call routing.
Alarms: Manage your business effectively by configuring alarms to alert you when an exception
condition occurs. You can generate reports to show where and when these alarm conditions have
occurred. You can monitor call rates, performance, emergency calls, disallowed calls etc and assign
these to; groups, devices and users. Alarms can be flashed up on the screen and distributed via
email.
System Settings: Allow setting up of an email and FTP server for distribution of alarms and reports.
Operational settings: Grace periods allow you to ignore invalid ring times or call lengths and can
be configured differently for each Group of devices. Grade of service settings allow you to specify
when a call has lasted too long or when the ring time was too long.
Minimum Configuration
At the minimum you will need to configure:
Trunks: Carry all calls to and from your organization and are the key mechanism employed by the
application when recognizing calls.
Extensions: These represent the physical telephones available in your organization. Extensions
come in a wide variety of types ranging from traditional, analogue phones, digital phones, VoIP
phones etc.
DID’s: If you use DID numbers within your organization you will need to configure them so that
MyCalls is able identify and group calls to each DID or DID group.
Call recording: If you are using call recording then you will need to configure your call recording
settings before you can match your calls against their recordings.
.
Optional features
Alarms: You will need to configure the alarm conditions relevant to your organization dependent on
what you want to monitor
Agent Control, Call control, Account Codes, Callers and Costing are also features that you may wish
to configure once you have set up the basic system and properly configured and checked the
essential items.
Chapter 8-3
Telephone System Configuration
Automatic Device Configuration
MyCalls will automatically configure devices as they become visible on the system. If a call appears
on an extension then that extension will be added to the list of devices if:


The device does not currently exist
The device has not been manually deleted from the list.
The devices which can be automatically configured are:
Extensions, DIDs, Account Codes, Trunks, Pilot numbers.
Following an install of the system it may be advisable to allow a period of several hours whilst the
system auto-configures the most regularly used devices. You can regularly check for devices which
have been auto-configured by running the system report – ‘Auto Configured Devices’. However,
don’t rely on Auto-Configuration, create them upfront if possible.
Quick tip:
Automatic configuration of devices
MyCalls will automatically add new devices to its list of configured items if they appear as a result of a
call. These devices will be added to the appropriate list of devices if the particular value does not already
appear in the list. For example any extension numbers which appear as a result of calls will be added to
the extensions list.
If you delete a particular instance of a device from the list then it will not be added to the list in future.
This applies to all devices but the information for that device must also be available from the PBX switch.
For further details on which features are supported by your PBX switch please contact your switch
maintainer.
All devices added due to auto -configuration will have the type of ‘unassigned’ and a created user of ‘auto
configuration’
General Configuration Tasks for devices
Configuration of devices follows a similar set of operations for each type of device:






Decide on what devices you are going to configure
Arrange you devices into functional groups to allow more meaningful reporting or screen
displays
Create the device groups
Create the devices
Assign an identifier to the device e.g. extension number or DID number, specify device
specific information, assign users to the device and configure all device options.
Assign the devices to their respective groups.
Chapter 8-4
Telephone System Configuration
Ranges of items
How To: Creating an item or range of items
1) From the device configuration window e.g. Configure -> Telephone systems ->Devices >Extensions select the ‘Create a range of’ option
2) Select the number of devices to create
3) Enter the start value for the device number e.g. create 100 extensions starting at 201 will create
extensions 201 to 301
Optional steps
4) Assign a type to the device e.g. Digital Desk Phone
5) Assign the devices to a group
6) Add any relevant notes
7) Click ‘OK’
Chapter 8-5
Telephone System Configuration
Deleting an item or range of items
How To: Deleting an item of a range of items
1) Deleting an item or a range of items requires the same process for Extensions, Trunks, DIDs,
Account Codes, and Pilot Numbers. The steps below will describe the deletion process with the
example of extensions.
2) From the MyCalls Telephone System Configuration screen, click ‘Extensions’
3) Click ‘Delete a Range of Extensions’
4) In the dialogue box that appears, select the extensions you wish to delete in the extension list.
You can select multiple extensions by holding down the control key (ctrl) as you click on the
rows.
5) Click ‘OK’ to complete the deletion process. Be aware that you will not be prompted to confirm
this process once you press the OK button so please make sure you have the right codes
highlighted before pressing OK to continue.
Chapter 8-6
Telephone System Configuration
PBX Configuration
Single PBX configurations
PBX Configuration takes place during the system installation. The Application has been set up to
recognise the PBX which controls your telephone system. MyCalls links to the PBX and records the
telephone call data and for most installations there will probably be one PBX.
How To: Alter the PBX configuration
1) Select the PBX from the telephone system configuration. Configure->Telephone System -> PBXs >head office
2) Click ‘Edit PBX Configuration’
3) You are presented with a dialog panel which allows the editing of various parameters (not all
these parameters can be changed).
4) PBX Code: (read only) Displays the PBX Code (name) assigned to the PBX.
5) Area Code: your local area code allows MyCalls to recognize local calls.
6) International Code: Enter your international code
7) Country (read only)
8) Edit Country numbering plan – (see next section)
9) Admin User: Allows you to set a default admin user for the PBX as follows
10) Click ‘Select’ – Select User dialog appears.
11) Type the initial of the user you wish to set as the admin user
12) Select the user from the list and click ‘select’
13) Click ‘OK’
14) Setting an Admin user creates a default email address to which various admin level reports such
as audit logs will be automatically sent.
Chapter 8-7
Telephone System Configuration
Country Numbering Plans
How To: Creating Country Numbering Plans
1) To cater for numbering systems in different countries, MyCalls allows the entry of various parts
constituting a telephone number.
2) Costing Type: defines the country costing schema used for this PBX
3) Trunk Prefix: First digit of a non local number
4) The minimum and maximum number of area code digits
5) Minimum and maximum number of subscriber digits
6) Specify whether the numbers are fixed format i.e. the same number of digits for all numbers
7) Click ‘OK’
Device Configuration
Types of devices
Devices configurable within MyCalls are as follows:






Trunks
Extensions
DIDs – Direct Inbound Dial numbers
Account codes
User Logins/Pin Codes
Pilot Numbers
Trunks
Trunks (Lines) are devices that connect the PBX to other switching devices such as the PSTN or
another PBX. Trunks come in various types ISDN, Analogue, TCP-IP or Q-SIG depending on what the
PBX is connecting to.
Organising and Naming Trunks
We need to define trunks for the following reasons:


We can report on trunk usage.
Analyzing overall performance of our telephone system helps us to identify weaknesses in
the system at the physical level e.g. have we enough trunks.
Chapter 8-8
Telephone System Configuration



We can view the overall call statistics of our entire telephone system
Required to configure Call recording which is licensed on a trunk by trunk basis
Helpful when Identifying faults on your telephone system if, for example, a trunk is showing
abnormally low usage
Assigning and grouping Trunks
Generally the MyCalls installer would create the trunk configuration as they would know the types of
trunks available in the telephone system. It is important that the trunks are assigned correctly as this
will allow you to correctly configure your statistics windows and reports. In addition your call
recording configuration is assigned to record on specific trunks.
For Example; You have a 30 trunk PRI connection, a 2 trunk BRI connection linked to a GSM gateway
for mobile calls and 2 Analogue lines linked to the company fax machines.
You could create several groups as follows



BRI group – contains all BRI trunks
PRI group – contains all PRI trunks
Faxes group – contains all analogue fax lines
With this configuration you could report on usage in the following ways





Overall calls in and out on all trunks
Call statistics for the PRI trunks (main telephone traffic) only
Call statistics for GSM gateway (mobile) calls
Detect any mobile calls being routed via the PRI trunks
View real time call data for each group of trunks
Creating and editing Trunks
How To: Creating a single Trunk
1) From the MyCalls Telephone System Configuration screen, click ‘Trunks’
Chapter 8-9
Telephone System Configuration
2) Click ‘Create or Edit a Trunk’ in the Trunk configuration area. The Edit Trunk screen appears.
3) Click ‘Add New Trunk’.
4) In the dialogue window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
5) Number*: Enter here the trunk number you wish to create. This must be a valid trunk
configured on your telephone system.
6) Name*: Enter a name for your trunk to identify its use. If left blank the system will populate this
field with the number
7) Trunk Group: You can select a trunk group to group this trunk number under. The values in this
list are configurable under Trunk Groups. The default value is set as none.
8) Type: Select a trunk type from the drop down menu
9) Alternate Carrier: An alternate carrier can be assigned to a trunk. This means that calls made on
this trunk can have different costings applied to the standard one.
10) Click ‘OK’
Creating a range of Trunks
How To: Creating a range of Trunks
1) From the MyCalls Telephone System Configuration screen, click ‘Trunks’
2) Click ‘Create a Range Trunks’ in the Trunk Configuration area.
3) In the dialogue window that appears, a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs.
Chapter 8-10
Telephone System Configuration
4) Number of trunks*: Enter the number of trunks you wish to create in the range.
5) Start Trunk Number*: Enter the number to start your trunk range from here.
6) Trunk Group: Select the trunk type from the drop down menu
7) Alternate Carrier: Assign an alternate carrier to the trunk range. This means that calls made on
this trunk can have different costings applied.
8) Click ‘OK’
A block of trunks will now have been inserted into the Configured Trunks list box. You should
configure these trunks with appropriate name and options using procedures described later in this
topic before clicking the ‘OK’ button to complete your trunk creation process. Note that the trunks
you create should correspond to those configured in the telephone system.
Editing existing Trunks
How To: Editing existing Trunks
1) From the MyCalls Telephone System Configuration screen, click ‘Trunks’.
2) Click ‘Create or Edit a Trunk’ in the Trunk configuration area. The Edit trunk screen appears.
3) In the dialog box that appears click the ‘Edit…’ button to the right of the trunk you want to edit.
4) In the second dialog box that appears, configure a Name for the trunk and if required, select a
trunk Group, trunk Type and assign an alternate carrier.
5) Click ‘OK’
6) Repeat these stages for as many trunks as you need to configure.
7) Click ‘OK’ to save all the changes you have made.
Extensions
An extension (station) is setup to be a pre-defined type. A user extension would be typically setup as
a desk phone, cordless phone or cellular phone type. A system installer also uses extensions to
configure devices such as auto-attendants, voice mail ports, and announcement ports.
Chapter 8-11
Telephone System Configuration
Organising and Naming Extensions
Creating and Editing Extensions
How To: Creating a single Extension
1) From the MyCalls Telephone System Configuration screen Click on ‘Extensions’
2) Click ‘Create or edit an extension’. The edit Extensions screen appears.
3) Click ‘Add new extension’
4) In the dialog window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
5) Number*: Enter the number of the Extension you wish to create. This must be for a valid
extension number configured on your telephone system.
6) Name*: Enter a name for your extension to identify its use. If left blank the system will populate
this field with the Number.
7) Extension Group: You can select an extension group to group this device under. The values in
this list are configurable under Extension Groups. The default value is set as None.
8) Enable real time statistics: This option should be enabled if you want call data collected from
the telephone system for this extension to be included in the real time statistics. It is good
practice for extensions not used to have this option disabled so as to minimize unnecessary
processing.
9) Enable for Hot Desking: Makes the extension available for inclusion in list of available extensions
when logging in to MyCalls
10) Default User: Specify a default user using the select button (See default user section). You can
assign a default user to an extension to enhance reporting. A default user is someone who
regularly uses the extension.
11) Type: Select the extension device type from the drop down menu.
12) Voicemail Timeout: If the Type field is set to either auto attendant, voice mail or announcement
port then setting a voice mail timeout will cause any incoming calls to the extension connected
for less than the voicemail timeout to be marked as abandoned.
13) Click ‘OK’
Chapter 8-12
Telephone System Configuration
How To: Creating a range of Extensions
1) From the MyCalls Telephone System Configuration screen Click ‘Extensions’
2) Click ‘Create a range of extensions’.
3) In the dialogue window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below:
4) Number of extensions*: Enter here the number of extensions you wish to create in the range.
5) Start Extension*: Enter the number to start your extension range from here.
6) Extension Group: You can select an extension group to group this range under. The values in
this list are configurable under extension Groups. The default value is None.
7) Click ‘OK’
How To: Editing existing Extensions
1) From the MyCalls Telephone System Configuration screen, click ‘Extensions’
2)
Click ‘Create or Edit an Extension’ in the Extensions configuration area.
3) In the dialog box that appears click the ‘Edit…’ button to the right of the Extension you want to
edit.
Chapter 8-13
Telephone System Configuration
4) In the second dialog box that appears, configure a Name for the Extension, and if required select
an Extension Group and Extension Type.
5) Click ‘OK’
6) Repeat these stages for as many Extensions as you need to configure
7) Alternatively, you can edit the rows without clicking ‘edit’. Click in the name column and enter a
name, click in type column and select a type from the drop down menu, and click in the group
column and assign the person to a group. If you would like to enable statistics for a particular
person, tick the box in the enable statistics column.
8) Click ‘OK’ to save all the changes you have made
DIDs
DIDs (Direct Inbound Dials) are numbers that customers dial to reach either an individual (personal
DID) or a specific group. DIDs can be published to customers and reports can be generated to
identify which DIDs are the most effective.
Creating and Editing DIDs
How To: Creating a single DID
1) From the MyCalls Telephone System Configuration screen, click ‘DIDs’.
2) Click ‘Create or Edit a DID’ in the DID configuration area. The Edit DID screen appears.
3) Click the ‘Add New DID’ button.
4) In the dialogue window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
Chapter 8-14
Telephone System Configuration
5) Number*: Enter here the number of the DID you wish to create. This must be for a valid DID
number configured on your telephone system
6) Name*: Enter a name for the DID to identify its purpose. If left blank the system will populate
this field with the Number.
7) DID group: You can select a DID group to group this number under. The values in this list are
configurable under DID Groups. The default value is set as None.
8) Enable real time statistics: This option should be enabled if you want call data collected from
the telephone system for this DID to be included in the real time statistics. It is good practice for
DIDs not used to have this option disabled so as to minimize unnecessary processing.
9) Click ‘OK’
How To: Creating a range of DIDs
1) From the MyCalls Telephone System Configuration screen, click ‘DIDs’
2) Click ‘Create a Range of DIDs’ in the DID configuration area.
3) In the dialogue window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs
4) Number of DIDs*: Enter here the number of DIDs you wish to create in the range.
5) Start DID*: Enter the number to start your DID range from here. This must be the starting
number for a valid DID range configured on your telephone system.
6) DID group: You can select a DID group to group this range under. The values in this list are
configurable under DID Groups. The default value is None.
7) Click ‘OK’
A block of DIDs will now have been inserted into the Configured DIDs list box. You should configure
these DIDs with appropriate names and groups using procedures described later in this topic before
clicking the ‘OK’ button to complete your DID creation process. Note that the DID numbers you
create should correspond to those configured in the telephone system.
Chapter 8-15
Telephone System Configuration
How To: Editing existing DIDs
1) From the MyCalls Telephone System Configuration screen, click ‘DIDs’
2) Click ‘Create or Edit a DID’ in the DID configuration area. The Edit DID screen will appear.
3) In the dialog box that appears click the ‘Edit…’ button to the right of the DID you want to edit.
4) In the second dialogue box that appears, configure a Name for the DID and if required select a
DID Group and enable or disable the real time statistics option for this DID.
5) Click ‘OK’
6) Repeat these stages for as many DIDs as you need to configure
7) Click ‘OK’ to save changes
Account Codes
Account codes are numbers entered by the person answering the call and are usually assigned to a
customer, a project, department, marketing campaign or any other business function. Reports can
then be run against these account codes to identify the calls assigned to that particular code.
Create/Edit Account Codes
How To: Creating a single Account Code
1) From the MyCalls Telephone System Configuration screen, click ‘Account Codes’
2) Click ‘Create or Edit an Account Code’. The Edit Account Codes screen appears.
3) Click ‘Add New Account Code’.
4) In the dialogue window that appears, a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
Chapter 8-16
Telephone System Configuration
5) Number*: Enter here the number of the account code you wish to create. This must be for a
valid account code configured on your telephone system.
6) Name*: Enter a name for your account code to identify its purpose. If left blank the system will
populate this field with the Number.
7) Account Code Group: You can select an account code group to group this code under. The
values in this list are configurable under Account Code Groups. The default value is set to None.
8) Click ‘OK’
How To: Creating a range of Account Codes
1) From the MyCalls Telephone System Configuration screen, click ‘Account Codes’
2) Click ‘Create a Range of Account Codes’
3) In the dialogue window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs.
4) Number of Account Codes*: Enter here the number of account codes you wish to create in the
range.
5) Start Account Code Number*: Enter the number to start your account code range from here.
This must be the starting number for a valid account code range configured on your telephone
system.
6) Account Code Group: You can select an account code group to group this range under. The
values in this list are configurable under Account Code Groups. The default value is set to None.
7) Click ‘OK’
A block of account codes will now have been inserted into the Configured Account Codes list box.
You should configure these account codes with appropriate names and groups using procedures
described later in this topic before clicking the ‘OK’ button to complete your account code creation
process. Note that the account code numbers you create should correspond to those configured in
the telephone system.
Chapter 8-17
Telephone System Configuration
How To: Editing existing Account Codes
1) From the MyCalls Telephone System Configuration screen, click ‘Account Codes’
2) Click ‘Create or Edit an Account Code’ in the Account Codes configuration area.
3) In the dialogue box that appears click the ‘Edit…’ button to the right of the account code you
want to edit.
4) In the second dialog box that appears, configure a Name for the account code and if required
select an Account Code Group.
5) Click ‘OK’
6) Repeat these stages for as many account codes as you need to configure
7) Click ‘OK’ to save all the changes you have made
Configuring ACD environment devices
Pilot Numbers
Pilot Numbers are the numbers that are dialled to reach either an ACD queue or a hunt group.
These are usually internal numbers to the PBX and calls to these pilot numbers are usually
transferred from an auto-attendant or a DID.
Creating and Editing Pilot Numbers
How To: Creating a single Pilot Number
1) From the MyCalls Telephone System Configuration screen, click ‘Pilot Numbers’
2) Click ‘Create or Edit a Pilot Number’ in the Pilot Number configuration area. The Edit Pilot
Numbers screen appears.
3) Click ‘Add New Pilot Number’
4) In the dialog window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
Chapter 8-18
Telephone System Configuration
5) Number*: Enter here the number of the pilot number you wish to create. This must be a valid
pilot number configured on your telephone system.
6) Name*: Enter a name for your pilot number to identify its use. If left blank the system will
populate this field with the Number.
7) Pilot Number Group: You can select a pilot number group to group this pilot number under. The
values in this list are configurable under Pilot Number Groups. The default value is set as None.
8) Type: Assign the pilot number as either of type ACD Queue or Hunt Group.
9) Enable Real Time Statistics: This option should be enabled if you want call data collected from
the telephone system for this pilot number to be included in the real time statistics. It is good
practice for pilot numbers not used to have this option disabled so as to minimize unnecessary
processing.
10) Click ‘OK’
Chapter 8-19
Telephone System Configuration
How To: Creating a range of Pilot Numbers
1) From the MyCalls Telephone System Configuration screen, click ‘Pilot Numbers’
2) Click ‘Create a Range of Pilot Numbers’ in the Pilot Number configuration area.
3) In the dialog window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs.
4) Number of Pilot Numbers*: Enter here the number of pilot numbers you wish to create in the
range
5) Start Pilot Number*: Enter the number to start your pilot number range from here.
6) Pilot Number Group: You can select a pilot number group to group this range under. The values
in this list are configurable under pilot number Groups. The default value is None.
7) Click ‘OK’
A block of pilot numbers will now have been inserted into the ‘Configured Pilot Numbers’ list box.
You should configure these pilot numbers with appropriate name, pilot number types and groups
using procedures described later in this topic before clicking the ‘OK’ button to complete your pilot
number creation process. Note that the pilot numbers you create should correspond to those
configured in the telephone system.
How To: Editing existing Pilot Numbers
1) From the MyCalls Telephone System Configuration screen, click ‘Pilot Numbers’
2) Click ‘Create or Edit a Pilot Number’ in the Pilot Number configuration area.
3) In the dialog box that appears click the ‘Edit…’ button to the right of the pilot number you want
to edit.
4) In the second dialog box that appears, configure a Name for the pilot number and if required
select a Pilot Number Group, Pilot Number Type and enable or disable the real time statistics
option for this extension.
Chapter 8-20
Telephone System Configuration
5) Click ‘OK’
6) Repeat these stages for as many pilot numbers as you need to configure
7) Click ‘OK’
User logins and Pin Codes
User Logins are the codes that users enter into their telephone handset to start receiving calls in an
ACD environment. They are sometimes referred to as PIN codes. This is the way that the system
recognises that someone is at the extension and ready to take calls. Calls are then assigned to the
logged in user rather than the default user. This can be called ‘hot desking’, where a person can
change desks and still receive their calls.
Create/ Edit User logins and Pin Codes
How To: Creating a single new User Login
1) From the MyCalls Telephone System Configuration screen, click ‘User Logins/ Pin Codes’
2) Click ‘Create or Edit a User Login’ in the User Login configuration area. The Edit User Login
screen appears.
3)
Click ‘Add New User’
4) In the dialog window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
5) Login ID: Enter here the User Login ID entered at an extension by the user.
6) User*: Assign a user to a User Login ID to enhance reporting so you can run reports on the user
no matter what extension they are logged in at. To select a user click the ‘Select…’ button to the
right of the user field. The Select User screen will appear.
7) You can search for a user using the left field. As you type in a name, relevant matches will
appear in the box below. Once you have found your user, select them in this box and click the
‘Select’ button. They will appear in the ‘Selected User’ field. If you wish to remove a selected
user then Press the ‘Clear’ button. When finished press ‘OK’ to complete your selection.
8) Click ‘OK’
Chapter 8-21
Telephone System Configuration
How To: Creating a range of User Logins
1) From the MyCalls Telephone System Configuration screen, click ‘User Logins/ Pin Codes’
2) Click ‘Create a Range of User Logins’ in the User Login configuration area.
3) In the dialog window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs.
4) Number of Logins*: Enter here the number of User Logins you wish to create in the range. You
can use the arrow buttons to the right of the field to either increment or decrement the value
using your mouse or enter the value using the keyboard.
5) Start Login Number*: Enter the number to start your User Login ID number range from here.
6) Click ‘OK’.
A block of user logins will have now been inserted into the Configured User Logins list box. You
should configure these user logins with appropriate name and options using procedures described
later in this topic before clicking the OK button to complete your user login creation process. Note
that the user logins you create should correspond to those configured in the telephone system.
How To: Editing existing User Logins
1) From the MyCalls Telephone System Configuration screen, click ‘User Logins/Pin Codes’
2) Click ‘Create or Edit a User’ Login in the User Login configuration area.
3) In the dialog box that appears click the ‘Edit…’ button to the right of the user login you want to
edit.
4) In the second dialog box that appears, configure a Login ID for the user login and if required
select a User to associate with this ID.
5) Click ‘OK’
6) Repeat stages 2 to 5 for as many user logins as you need to configure
7) Click the ‘OK’ to save all the changes you have made.
Group configuration
Grouping devices allows you to monitor and report on overall performance of areas of your business
rather than individuals. You can also analyse individuals within a given group and ignore other
devices or compare one group against another.
Chapter 8-22
Telephone System Configuration
The first step in creating a group of devices requires you to gather information regarding groups of
devices such as extensions or DIDs. Once you have done this, creating a group of devices is
straightforward.
Creating and organising your groups is similar regardless of the device type being grouped
You can create and populate groups of any device type and name that group according to function
e.g. Sales, or to location, e.g. Dave’s office or to indicate a device type e.g. BRI trunk 1. Some devices
have some predefined groups namely Extensions (Analogue, Digital Desk etc); Pilot numbers (ACD
queues, Hunt Groups) and Trunks. Having predefined groups for these devices is a convenience but
normally you will expect to create your own user defined groups
A device can only be in one user defined group but will be a member of several system groups.
System groups
A system group is a group of devices defined by their type rather than being assigned to a specific
user defined group.
Extension type - groups
Analogue phone
All phones of an analogue nature
Analogue user phone
Analogue system phones
Announcement port
Extensions used to play messages
Announcement port
Auto attendant
Automatically answer calls
Auto Attendant
Cordless phones
Not fixed in a specific location
Cordless phones
Desk Phones
Phones fixed to a desk
Analogue Desk phone
Digital Desk phone
IP Desk phone
Digital Phones
Phones of a digital nature
Digital Desk phones
IP Desk phones
All Extension types
Any extension
All non PBX phones
Cellular phones, land lines or pagers
where a bill can be imported
All system phones
All extensions that cannot be answered
by a user
All user PBX phones
All extensions a user can answer i.e. it
excludes system phones
All user phones
All extensions a user can answer
including non PBX phones
All Voicemail ports
All extensions which record messages
left by callers
Announcement ports, auto
attendant, voicemail
Pilot Number groups
Chapter 8-23
Telephone System Configuration
Hunt Group
All pilot numbers assigned as hunt group type
ACD Group
All pilot numbers defined as ACD queue type
All Pilot numbers
Trunk Groups
All Analogue trunks
All trunks connected as analogue lines
All ISDN trunks
All trunks of type ISDN
All private wires
Trunks used to connect PBXs together
All Q-Sig
Trunks defined as Tie line – Q-Sig/DPNSS
All TCP/IP
Trunks defined as TCP/IP
Unassigned trunks
Any trunks with type set to unassigned
Viewing groups
To view the members of a group click on the Group required and select ‘View or Edit the group’. The
group members are listed in a grid. You can sort the members in different ways by selecting the
column header. For example, to list the extensions in an extension group in order of extension
number click on the ‘Number’ column, alternatively to list by Name in alphabetical order click on the
‘Name’ column and so forth.
Identifying stray devices using ‘Unassigned’ group s
It is good practice to assign you various devices to custom groups that you have created. Any devices
that are not specifically assigned to a group will remain in the unassigned group. By viewing the
unassigned group for a particular device or by running a report to list the unassigned devices you can
quickly track down any devices that have not been accounted for. These devices may be either
unused, incorrectly configured or have been automatically configured and not yet assigned.
You can also identify infrequently used devices by running the system report designed for that
purpose (See reporting).
User Defined Groups
Creating a user defined group
To configure Groups Double click the Configure -> Telephone Systems ->PBX (in most cases there will
be only one). Click on the ‘Groups’ icon and select the group type.
Chapter 8-24
Telephone System Configuration
The instructions of how to create a group are the same for extensions, trunks, account codes, pilot
numbers etc. The following examples are with the use of extensions:
How To: Creating a group
1) From the MyCalls Telephone System Configuration screen, click ‘Extension Groups’
2) Click ‘Create an Extension Group’ in the Extension Groups configuration area. The Create a New
Extension Group screen appears.
3) In the dialog window that appears, a number of fields are available for entry. Some are
mandatory fields* whilst others are optional as outlined below.
4) PBX Code: This field is filled with the assigned name of the PBX currently being configured. (Read
Only)
5) Name*: Enter a name to identify the Extension group for reporting on.
6) Click ‘OK’
Once the device group has been created you should add devices to it. You can either, open the
group editing- view and add new devices or you will need to edit existing devices in order to add
them to your new group.
How To: Adding an existing device to a group
1) From the MyCalls Telephone System Configuration screen, click to expand ‘Extensions’
2) Click on ‘Create or edit an extension’
Chapter 8-25
Telephone System Configuration
3) A dialog showing existing extensions will appear
4) From the list of extensions find the extension you wish to add to the group
5) Click in the group column and select the group you wish to add the extension to
6) Repeat this for any other extensions
7) Click ‘OK’
8) Your extensions are now assigned to the user defined groups
Having added devices to a group you can then go back and edit the device attributes from within the
group window.
How To: Editing devices within a group
9) From the MyCalls Telephone System Configuration screen, click to expand ‘Extension Groups’
10) Select the group you want to edit. Click ‘View or Edit the Group’ in the Extension Group
configuration area.
11) If the group already contains devices then you can edit each device as described below.
Alternatively you can press the ‘Add New Device’ button and this will display the device
configuration dialog as described previously. Once configured press ’OK’ and the new device will
be added to the group.
12) In the dialog box that appears you can change the extension name, choose the type of device,
change group membership, edit the device and choose whether to enable statistics.
Chapter 8-26
Telephone System Configuration
13) Clicking on the ‘Edit’ button allows you to modify the default user and set a voicemail timeout if
the device is assigned a type of auto-attendant, voicemail or announcement port.
14) If you have clicked ‘Edit’ to edit the device settings then Click ‘OK’ to close the dialog
15) Finally once you have finished editing the devices within the group click ‘OK’
You may also wish to delete a group
How To: Delete a group
1) From the MyCalls Telephone System Configuration screen, click ‘Extension Groups’ and select
the group you want to delete.
2) Click ‘Delete Extension Group’ in the Extension Group configuration area.
3) You will be prompted to confirm deletion of the selected group.
4) Click ‘OK’
Quick tip:
When a group is deleted all of the member devices of that group will have their user defined group set
to ‘none’
When a group is deleted all of the member devices of that group will have their user defined group set
to ‘none’
Alarms will be deleted if they are configured to a group that is going to be deleted
System groups cannot be deleted
Chapter 8-27
Telephone System Configuration
You can also remove a device from a group.
How To: View or Edit group membership
1) From the MyCalls Telephone System Configuration screen, click ‘Extension Groups’ and select
the group you want to configure.
2) Click ‘View or Edit the Group’ in the Extension Group configuration area.
3) In the dialog window that appears you will see a list of group members which have already been
created, alternatively you can create new members for the group by clicking on the ‘Add new
extension’ button and creating a new member directly in the group.
4) Each group member will show details of the member for example extension number, name,
device type group and whether or not real time statistics are enabled.
5) You can edit the Device Name, Type, Group, Enable statistics. You can also edit the default user
for the device by selecting the ‘Edit’ button. Changing the group will remove the device from this
group once the ‘OK’ button is selected.
Chapter 8-28
Telephone System Configuration
Miscellaneous configuration
How To: Configuring colours
1) The colours can be changed to represent the various extension states and call types.
2) To change the colours click Configure -> Colours
3) To alter the colours, click ‘Edit’ next to the section you wish to change, for example, logged off
end colour.
4) Click ‘OK’
5) Colours apply to all users and are system wide. Colours for different call types tend to be similar,
Reds for abandoned, Greens for incoming, Blues for outgoing, Neutral colours for ACD and User
related status.
System settings
In order for reports and alarms to be distributed to various people in your organization you will need
to configure one or more mechanisms to transport the information to the intended recipient.
NB: You will normally require the assistance of an IT administrator to set up system related settings
Email
Information can be sent to one or more email address. To achieve this, the system needs to be set
up with an email sending mechanism via an smtp service.
Chapter 8-29
Telephone System Configuration
How to: Set up an Email server.
1) SMTP mail server: name of your email sending server e.g. mail.myco.com or smtp.myco.com
2) Email address of sender: This will appear in the ‘from’ field of any emails sent by the system.
This should be a valid email address on the server and ideally will relate to MyCalls e.g.
MyCalls@my.com.
3) Login Username: username if required to access your SMTP service
4) Login Password: password if required to access your SMTP service
5) Test: this will send a test email to a known email address to check your system is capable of
sending emails using the settings you have specified
FTP
Information can be deposited as a file on an FTP server for later retrieval by an FTP client application
or web browser.
How to: Set up an FTP server.
1) Configuration -> System settings
2) FTP server hostname: name of your ftp server e.g. ftp.myco.com
3) Anonymous: Defines if the account on the ftp server is capable of handling uploads from an
anonymous user in which case a username and password are not required
4) Login Username: username required to access your FTP service
5) Login Password: password required to access your FTP service
6) Test: this will test the connection to the FTP server specified
Chapter 8-30
Telephone System Configuration
Grade of service and Grace periods
What is Grade of Service (GOS)
You may specify the limits after which a call is treated as having rung or lasted too long. You can also
configure the relative importance of these limits. Note that overflowed calls are regarded as
incoming calls for the purposes of Grade of Service.
General ‘Grade of Service’ is used to measure the percentage of calls which were answered within
the target ring time for that department or group compared with the total number of answered calls
for that department or group. The total number of calls can include long wait calls where the ring
time extends beyond the target ring time configured.
Long Waits = number of answered calls which rang for longer than the target maximum ring time
   =
   −  
∗ 100
  
Abandoned ‘Grade of Service’ measures the percentage of calls which were answered within the
target ring time for that department or group compared the total answered calls plus the long
abandoned calls.
Long abandoned calls are those calls which were abandoned after the minimum abandonment time
i.e. genuine abandoned calls.
   =
   −  
∗ 100
   +   
Service levels can be displayed as single value performance statistic, included in custom reports and
also set alarms based on call performance.
Long Calls
The Grade of service configuration allows us to set the Incoming call duration limits, outgoing call
duration limits and internal call duration limits. These allow us to define the limits for long calls.
Long calls can be displayed as Single value performance statistics, included in custom reports and
also set alarms based on call performance.
To access grades of service and grace periods:
Click ‘Configure’ -> ‘operational settings’ and then either ‘grade of service’ or ‘grace periods’.
Grade of service configuration
Grade of service can be configured across the whole organization or specified on a group by group
basis. Within the Grade of service configuration screen you add the groups required to the list of
Active groups.
Specify for each group the settings for the following:
Incoming/Overflow ring time: If a call rings for longer than this period then the call will be treated
as a long ring.
Abandoned ring time: If a call was abandoned after ringing for more than this time then the
abandoned ring will be treated as too long.
Chapter 8-31
Telephone System Configuration
Incoming/Overflow call duration, Outgoing and internal call durations: Specified the maximum
length of call. Any call lasting longer than this time is considered a long call.
How To: Configure Grade of Service:
1) Configure -> Operational Settings -> Grade of Service
2) Select the device from the ‘available’ list on the left side e.g. Extension
3) Click ‘Add’. This will transfer the available device group to the list of active groups for which
limits can be set. Each group defined for that device will be listed in the grid. You can then define
a set of limits for each specific group.
4) The’ Move up’ and Move Down buttons allow you to define which limits will be used for a call. If
for example a call has both DID and Extension information then the Grade of Service group
higher up in the list will be used to calculate the Grade of Service for that call.
5) Click ‘OK’
6) To remove a device, simply select the device in the ‘active’ section on the right side, e.g.
extension and click ‘remove’
7) Click ‘OK’
Grace periods
What are grace periods?
Grace periods allow you to specify the minimum ring time an abandoned call must have, and the
minimum call time incoming, outgoing and internal calls must have, to be regarded as true calls.
Only true calls will be used in the call statistics.
Chapter 8-32
Telephone System Configuration
You can define grace periods on the following




Abandoned Wait Time
Incoming Call Duration
Outgoing Call Duration
Intercom Call Duration
Grace periods configuration
Chapter 8-33
Telephone System Configuration
Chapter 8-34
Organisation and Users
Chapter
9
Organisation and Users
Organisation view
Companies are generally arranged in a hierarchical structure be it a complex one that has multiple
sites, divisions, departments and teams or a simpler scenario where there are groups of people that
are arranged in groups to reflect their functions.
It is possible to emulate this structure within MyCalls and then run reports and gather statistics on
how different areas of the business are performing and using the telephone system. The structure
you create is intended to allow you to recreate business groupings rather than sometimes forced
groupings when looking at the type of extension or the pilot group that the call came in on. These
two approaches are intended to complement each other and allow you to produce reports on
exactly what you want to see.
The organisation is created as a series of groups and users within those groups. There are no limits
on the number of users, groups or levels of groupings that can be created.
The organisation configuration can be shown by selecting the Organisation option from the
Configure menu or by pressing the icon
from the main toolbar.
Under the item "Organisation" the hierarchical structure is shown. Expand each item to see the
other sub-groups that form part of the selected group.
Under the item "All Users" the users are grouped by their role within the MyCalls system.
Chapter 9-1
Organisation and Users
Why Configure Users
Whilst it is permissible to only configure MyCalls to use devices e.g. extensions, in order to track and
report calls it is always advisable to create a user configuration for several reasons
Users can be organised hierarchically thus reports can group information in terms of groups and
subgroups. For example if you have several sales groups then a hierarchical view will allow you to
create several subgroups under an overall group called Sales. Reports can then be performed on the
overall performance of sales as well as each sales group within the sales department.
Users can be responsible for more than one extension thus reports can be generated to record the
user rather than the extension activity.
ACD requires the creation of users for logging on and off queues.
Understanding User Roles
Assigning the appropriate roles to users will allow control of the system to be carefully governed and
thus reduce the risk of untrained users making damaging configuration changes or running reports
that they should not see.
Agent
Desktop
User
WB
User
User






Create Real
Time windows






Save/ Load
screen layouts













Configure
Collectors


Configure
Telephone
System/
Organisation/
Callers/ Costs/
Alarms


View Agent
Desktop Layout
View Live Call
Records/
Alarm/ Audit
Entries
ACD Real Time
Configure/ Run
Reports
ACD Reports


Supervisor

ACD
Supervisor
PBX
Admin
Enterprise
Admin




Chapter 9-2
Organisation and Users
Backup/
Restore
database


Remove
unwanted
information


Import Bill


Re-Cost Calls


Organisation Group Configuration
Organisational Groups are the logical groups of employees that exist within the organization. They
are arranged in a hierarchy and groups can exist within other groups. It is typical that an
organization be split up into different departments and then maybe different teams.
How To: Creating a new Organisation group
1) From the Organisational Groups Configuration screen, click ‘Organisation’
2)
click ‘Create a New Group’
3) In the ‘Create a New Organisational Group’ window you must enter a name for the group, and
you can enter notes to describe the group.
4) Name*: Enter a name to describe the organisation group you are creating.
5) Click ‘OK’
Chapter 9-3
Organisation and Users
How To: Editing organisation group configuration
1) From the Organisational Group Configuration screen, click to expand ‘Organisation’ and select
the group you want to edit.
2) Click ‘Edit Organisation Group’ in the Organisational Group Configuration area
3) In the ‘Edit an Organisational Group’ window that appears you can enter notes to describe your
selected group. In the Group Members window you will see members currently assigned to the
organisation group. If you have sub groups below this group then you can include those
members by selecting the ‘Include Sub Groups’ option. If members are displayed in this window
then you can choose whether to collect real time statistics on the member in the group by
selecting the ‘Enable Statistics’ option.
4) Click ‘OK’
Chapter 9-4
Organisation and Users
Deleting Organisation Groups
How To: Delete Organisation group configuration
1) From the Organisational Configuration screen click to expand ‘Organisation’
2) Select the group you want to delete e.g. office admin.
3)
Click ‘Delete Group’ in the Organisational Group configuration area.
4) You will be prompted to confirm deletion of the selected group.
5) Click ‘OK’
User Configuration
Users are generally people employed by the organization. By configuring users it will be possible to
report on the activity of people rather than extensions. This is very useful where a person may move
between several desks and telephones.
How To: Creating a new User
1) At the Organisational Configuration screen, click ‘Create a New User’.
2) The Create a New User screen is displayed.
3) In the dialog window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
Chapter 9-5
Organisation and Users
4) Name*: Enter the users name here that will be used to identify them in the system.
5) Abbreviation: If the user has an abbreviated name or nickname they would like to be known by
then you can enter it here in this field.
6) Job Title: Enter a job title to describe the users’ position within the organization.
7) User Role*: Select a user role for your user from the pre-defined list.
8) Email Address: You can enter an email address for your user so that if they are configured as an
Administrative User of an organization group then they receive reports and alarms on that
groups activity directly.
9) Password: If the user is required to enter a password to login then enter one in here.
10) Enable Call Playback: If the user is going to need to listen to recorded conversations then they
will need to enable this option to do so.
11) Enable Real Time Statistics: For real time statistics to be collected for the user this option needs
to be enabled. If you no longer with to collect info on the user then turn this option off.
12) Click ‘OK’
13) The caller should now be visible in Configure Organisation Structure window.
Once a user has been created there needs to be at least one PBX administrator created as these are
the only users that can do further modifications to the configuration. If you do not create a PBX
administrator then contact your maintainer who can fix it for you.
Chapter 9-6
Organisation and Users
How To: Editing an existing User
1) From the Organisational Configuration screen, click ‘Organisation’
2) Select the user you want to edit by expanding the group the user is in and clicking on the user.
E.g. If you want to edit Max, select Max from the organization hierarchy.
3) Click ‘Edit User Configuration’ in the Users configuration area.
4) In the dialog window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
5) Name*: Enter the users name here that will be used to identify them in the system.
6) Abbreviation: If the user has an abbreviated name or nickname they would like to be known by
then you can enter it here in this field.
7) Job Title: Enter a job title to describe the users’ position within the organization.
8) User Role*: Select a user role for your user from the pre-defined list.
9) Email Address: You can enter an email address for your user so that if they are configured as an
Administrative User of an organization group then they receive reports and alarms on that
groups activity directly.
10) Password: If the user is required to enter a password to login then enter one in here.
11) Enable Call Playback: If the user is going to need to listen to recorded conversations then they
will need to enable this option to do so.
12) Enable Real Time Statistics: For real time statistics to be collected for the user this option needs
to be enabled. If you no longer with to collect info on the user then turn this option off.
13) Once you are happy with the changes you have made, click ‘OK’
Chapter 9-7
Organisation and Users
How To: Deleting a User
1) From the Organisational Configuration screen expand ‘organisation’
2) Select the group that the user you want to delete belongs to and select the user
3) Click ‘Delete user’
4) You will be prompted to confirm deletion of the selected User.
5) Clicking ‘Yes’ will delete the user whilst clicking ‘No’ will cancel the action.
How To: Assigning Users to a group
1) If you have configured User Groups then you can group individual users within a group to
enhance real time statistics and make reporting easier.
2) The easiest method to assign a user is to simply drag and drop them from the organization
structure to the group. From the Organisational Configuration screen, select the user you want
to assign to a group and drag across to the group and release the left mouse button.
3) You can also use the ‘Edit User Configuration’ window to change the organisation group.
4) When you are happy with your users selected groups click ‘OK’ to save your changes.
Chapter 9-8
Organisation and Users
How To: Removing a User from a group
1) The easiest method to remove a user from a group is to drag them from the group they are in
and drop them in another group in the organizational hierarchy. Simply select the user by
hovering over them and clicking the left button on the mouse, drag them over to the group you
want to move them to and release the left mouse button.
2) For example, move John from office admin into sales.
3) If you want to remove the user from all groups, you can put them in the top level of the
hierarchy by hovering over the Organisation group and releasing the mouse.
4) You can also use the ‘Edit User Configuration’ window to change the organisation group.
5) Select the user you wish to remove from a group
6) Click ‘Edit User Configuration’
7) In the window that appears simply use the drop down menu ‘group’ and assign them to a
different group.
8) Click ‘OK’
Importing users:
You can import a csv (comma separated values) file directly into MyCalls to speed up user setup.
This file should include the following columns Name, Abbreviation, Password, Email Address, Job
Title, Login PIN, Default Extension in that order to be imported successfully.
Chapter 9-9
Organisation and Users
How To: Import Users
1) From the Organisational Configuration screen, click ‘Import Users’
2) In the window that is displayed, select a valid .csv file by clicking the ‘Browse’ button, navigating
to the file then selecting it, and clicking ‘Open’.
3) On the Import Callers window click ‘Load’ to populate the Users to Import list box with any valid
entries from the CSV file that have been found.
4) Further editing is possible in the grid before committal.
5) Click ‘OK’
Chapter 9-10
MyCalls Desktop
Chapter
10
MyCalls Desktop
Desktop call control provides a range of functions allowing users to control their phone operations
directly from the screen. As well as the ability to dial out, answer calls and transfer you will have
instant access to advanced phone features such as forwarding, call-back, call parking and brokering.
Call control uses a real time event stream from the telephone system to monitor both your own
extension and other extensions in the system.
Call control is an optional extra to the MyCalls application and can, when purchased, be integrated
into the main MyCalls application or run as an independent program called the MyCalls Desktop.
It is possible to run MyCalls Desktop with any of the MyCalls products, Basic, Call Manager, Call
Centre, Enterprise or Recorder.
Architecture of the call control system
Call control is based around the principle that a MyCalls user, logging on to the system, is able to
control an extension of their choice. Each user created in MyCalls can be enabled for call control by
the PBX administrator. When a user logs in to MyCalls they will normally be associated with an
extension automatically. If a user does not want to control their default extension they will be
allowed to choose an extension to control. It is possible that a user may be the default user for more
than one extension in which case the user is given a choice of extensions to control.
Having selected an extension to control the user is presented with a call control toolbar. This toolbar
can be docked in the MyCalls application or can be undocked and positioned anywhere on the
desktop. The toolbar can be locked in place and if space is a premium it can be displayed in a
compact format.
In addition to the call control toolbar the call control functionality also includes an Actions screen
and an Address Book. These are described in more detail in the appropriate sections.
MyCalls Desktop
MyCalls Desktop is a stand-alone application which provides all the call control and screen-pop
functionality of MyCalls without the call management capabilities.
Chapter10-1
MyCalls Desktop
If you are using the MyCalls desktop application you will have access to the call control capabilities,
the actions and contact address book as well as screen-popping and basic call logs. The following
information refers to the MyCalls integrated application and where the MyCalls Desktop product
differs, this is highlighted.
Logging on to the MyCalls Call Control /Desktop Env ironment
MyCalls now offers call control users a hot-desk facility. This enables a user to log onto any extension
of their choice. Users must be specifically enabled for hot-desking otherwise they will be restricted
to their default extension. In addition, extensions enabled for hot desking will appear in the list of
available extensions as well as any extensions for which the user is marked as the default user when
the user logs on to MyCalls or MyCalls desktop.
To Summarise:


Only Users enabled for Hot Desking can select an extension other than their default
Any Extensions enabled for Hot Desking will appear in the list of available extensions when
logging on as well as the extensions for which the user is the default user
Once the hot desking options have been enabled for both users and extensions then the user will be
presented with the extension list whenever they log on to MyCalls.
The user should select the extension that they wish to control which will then be the extension
controlled from the call control toolbar etc.
Users can be enabled for hot desking in the user configuration dialog.
Chapter10-2
MyCalls Desktop
Extensions can be enabled for hot desking in the extensions configuration dialog.
For more details on extension configuration see the device configuration section.
Chapter10-3
MyCalls Desktop
MyCalls Call Control Toolbar
The Call Control Toolbar is displayed as a separate screen element which can, if required be docked
into the main MyCalls application. From this toolbar you can manage the call control features such
as dialling, answering, transfers etc as well as basic call control and screen-pop configuration.
The toolbar can be made visible from the ‘View’ menu within MyCalls
How To: Dock the toolbar
Click on the MyCalls Control Toolbar
Drag over the MyCalls Application
Release the mouse button and the toolbar will automatically dock onto the application
How To: Undock the toolbar
Click on the dotted docking area of the toolbar
Drag outside the application window
Release the mouse button to drop the toolbar onto the desktop
To re-dock the control toolbar simply drag the toolbar over the MyCalls application and release the
mouse
Chapter10-4
MyCalls Desktop
Using the MyCalls Control toolbar functions
Dial – Call another phone by entering a number in the dropdown box and either clicking the ‘Dial’
icon or hitting the enter key.
Alternatively clicking on the Dial Icon pops a dialogue asking for the number to dial. Simply enter the
number and click ‘OK’ to initiate the call.
Answer – simulates picking up the extension handset. Depending on the phone type the external
microphone and speaker may be enabled.
Hold/Recall – Puts the extension on hold or recalls a call currently held.
Transfer – Allows supervised or blind transfer operation. Supervised will keep the phone connected
until the transfer target extension is answered and you specifically complete the transfer. A blind
transfer automatically hangs up your extension once the transfer target is dialled and begins to ring.
Chapter10-5
MyCalls Desktop
How To: Make a Supervised transfer
Once the call is connected click the Transfer Icon
Enter the number to transfer the call to in the ‘Transfer to’ box
1 - Click Start to initiate the transfer; this will call the number you wish to transfer the call to.
2 - Once you have established a connection select ‘Complete’
3 - Hang up your phone, the transfer is complete
If you wish to establish a blind transfer then simply select ‘Blind’ rather than Start in step 1 above
and hang up your extension.
Park and Retrieve – The system provides a number of orbits into which you may park a call whist
attending to other business such as answering another call or attempting to ring another party. You
may park an active call in an orbit of your choice.
When you press the ‘Park’ icon the orbit dialogue appears. Simply select the orbit into which you
wish to park the call and click ‘OK’, the call is then parked. Retrieval is the complimentary operation
to parking. Select retrieve and then select the orbit you wish to retrieve the call from. The retrieved
call then becomes active on your extension. You may have several calls parked at once. If you forget
to retrieve a parked call then the phone system will automatically ring your extension and reconnect
you to that call after a preset delay.
NB: there may be restrictions in which orbits can be used dependent on the setup of your phone
system.
Forward – Various Forward options are available:
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MyCalls Desktop





All – Forwards all calls to another extension or number
Busy – forwards calls when your extension is busy
No Answer – Forward calls when you do not answer your extension
Busy/No Answer – Forward calls when busy or no answer occurs
Clear – Reset any forwarding settings
Do not disturb (DND) – Various DND options are available:





All – Extension will not respond to any calls
External – Extension will not respond to external calls
Internal – Extension will not respond to internal calls
Transfer – Extension will not respond to transferred calls
Clear – Reset any DND settings
Hang-up – Hangs up the phone
Callback (Camp on/off) – If an extension is busy you can set a call-back on that extension so that
when the extension becomes free you will be automatically called back. This operation is also known
as ‘camping on’ the extension. To set a call-back, simply click the call-back icon whilst the extension
is ringing and then hang up. You may only set one call-back at a time.
Chapter10-7
MyCalls Desktop
Barge in – Join an existing conversation. This can be as a passive listener or an active participant
dependent on the PBX settings.
Broker – Allows you to switch between an active call and a held call. once you have both calls
ongoing then simply click on the broker icon to switch between them.
Conference – Allows you to easily add other parties to your call.
How To: Set up a conference call
Having set up a two way conversation additional parties can be added into the call by selecting
conference and specifying the extension or external number to add.
This will dial the required number and once connected you can then add the new party to the
conference by clicking ‘Add’ and Repeat for other parties you wish to include in the call.
Chapter10-8
MyCalls Desktop
Toolbar Options
The toolbar options Icon provides a list of options which can control the operation of the call control.
Always on top – Ensures the Call Control toolbar is always visible on the desktop.
Compact Display – reduces the toolbar size to minimise space taken up on the screen.
Quickdial button – provides a button which can be placed anywhere on the screen and allows the
user to select a number from any application visible on the desktop such as a website or
spreadsheet. Pressing the quickdial button then immediately dials the selected number.
When enabled the quickdial button icon will appear on the screen at all times and can be positioned
in any convenient location. In order to dial a required number you will need to locate the application
displaying the number to dial, select the number and then press the quickdial button.
Tool Buttons
The tool buttons which appear on the call control toolbar are configurable from this option. You can
specify which functions are available by checking the appropriate checkbox in the buttons list.
Moving the buttons in the list up move the respective icon to the left of the toolbar and moving the
button down in the list moves it to the right.
You can also define hot key sequences for each button. There are already default hot keys defined
however you change the hot key for a given toolbar button.
How To: Change a hot key assignment
Select the button in the buttons list
Place the cursor into the ‘Press new hot key’ textbox
Press the sequence for the hot key e.g. ctrl alt D
Press the assign button
Your hot key is now assigned
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MyCalls Desktop
If you are running Agent Control in an ACD environment you can also enable the agent control
functions to appear on the toolbar as well. In order to see any agent control buttons you will need to
enable Agent Control from the View menu and enable the required buttons from the Tool Button
Configuration described above by selecting Agent Control in the Category drop down box (see
diagram below).
Chapter10-10
MyCalls Desktop
Call Control Preferences
Call control preferences allow you to specify two items. How the transfer is processed when
selecting transfer from the user or extension status windows or from a status action button. This can
be set to Supervised or Blind.
You can also define when the toolbar becomes visible when a call is triggering a response from the
call control system.
The toolbar can be brought to the front in the following conditions:





Never
On Ring – when an incoming call rings your extension
On Incoming Connect – Once an external incoming call has been picked up
On Internal Connect – Only when internal calls are picked up
On Outgoing Connect – When an outgoing call is connected
Toolbar status indicators
The toolbar contains a status indicator, mini statistics counts and a screen-pop results indicator.
The status indicator shows the call type and changes colour to indicate this whilst the call is in
progress, for example if the default colour scheme is in operation then it would change to green for
an incoming call, blue for outgoing etc. The extension being controlled will be displayed; time in the
current state e.g. ringing, hold, off-hook ; and the calling number or number dialled
The mini statistics indicator shows the daily total for each of the basic call types; incoming, outgoing
and abandoned. To the right of these statistics you can view the current caller or if the caller is not
found in the database then ‘No contact found’ will be displayed. If the screen-pop search returns
more than one result then ‘Multiple Contacts Found’ will be displayed and again clicking on this will
display the screen-pop viewer.
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MyCalls Desktop
Clicking on the caller name will pop the details for that caller into the MyCalls screen-pop viewer
(see the section on screen-pop for more details).
Chapter10-12
MyCalls Desktop
MyCalls Desktop as a standalone product
If you are running the MyCalls Desktop standalone product then you will be presented with a
different interface to the normal MyCalls with Call Control.
The interface whilst similar to the main MyCalls product lacks the majority of the call management
features and focuses only on the features related to operation of a call control desktop application.
The features available are as follows






Call Control Toolbar
Call Logs
Unreturned Call Logs
Actions Panels
Address Books
screen-popping
The operations of the above features are as described in the preceding section of this manual. With
the desktop only product you can view the interface as toolbar only or by selecting the Expand
option from the toolbar options you can view the main panel and status tabs which enable the other
features.
The MyCalls Desktop interface
The Toolbar options icon contain some additional options (shown here) which allow configuration of
the personal screen-pop settings and personal address book settings. These allow access to the
creation of personal screen-pop interfaces and address books as described in the configuration
section for the normal MyCalls product.
Chapter10-13
MyCalls Desktop
Expand – Desktop only option allows the user to view the call logs, unreturned calls, action screens
and address books in addition to the call control toolbar.
Save, Delete and Assign public action layout - Available to Supervisors or PBX administrators. A
public action layout contains a complete layout of action buttons. It is available to all users within
the organisation.
How To: Create a public actions page
From the toolbar options select ‘Select Public Action Layout’
Type in the name of the new layout or select one from the list if any exist. Selecting an existing
layout will overwrite that layout with the current layout you have set up
Click OK
Chapter10-14
MyCalls Desktop
How To: Assign a public layout to an agent desktop user
From the toolbar options select ‘Assign public layout’
From the dialog select the Agent desktop user and from the Action button layout column select the
layout you wish to assign to that user.
Click ‘OK’
The assigned agent desktop user can now only use the assigned actions panel(s)
Public action layouts allow you to save your action button layouts and have them assigned to agent
desktop users. Alternatively ordinary users can load a predefined public action layout if required.
Users can then load these public layouts by right clicking on an action panel. This menu also allows
an action panel to be named to something more relevant such as ‘Sales Actions’ or for a new action
panel to be created by selecting ‘Create New Page’.
Chapter10-15
MyCalls Desktop
How To: Load a public action panel page into the current action panel
Right click on the actions panel tab
Select Load Public Page
Select a public action panel from the list
Click ‘OK’
Chapter10-16
MyCalls Desktop
The Actions Panel
The actions panel allows you to configure a series of buttons and status indicators to simplify control
and monitoring the phone system.
The Actions panels are accessed from the bottom tabbed area just above the status bar. There can
be up to 10 actions panels created and each panel can contain up to 100 buttons.
The Actions panel screen provides a grid where the various buttons and status indicators can be
placed.
To create more actions panels, right-click on the Actions tab and select ‘Create New’ from the
context menu. You may also ‘Rename’ and ‘Delete’ an actions window from the same context menu.
There must be at least one Actions panel available therefore you cannot delete the last remaining
actions panel and the delete option is disabled in that instance.
The actions panel operates in two modes Normal and Edit Mode. When operating in normal mode
the right click context menus will show only the telephony options available whereas in Edit mode
you will also see configuration options allowing the configuration of the various buttons.
Configuring individual items on the actions panel
By default the actions panel cannot be edited. In order to edit the action buttons on each actions
panel you need to right click on the panel (or a button on the panel) and select the edit option.
To exit the edit mode simply right click the actions panel and click ‘Edit’
Chapter10-17
MyCalls Desktop
The actions panel appearance will change (a series of header boxes appear along the top of the
panel as seen below) and this indicates the various buttons can be created or edited.
Quick tip:
When in edit mode moving the column headers will allow the size of the buttons to be changed
Once editing has been enabled additional context menu items, accessible by right clicking either a
button or a blank area of the action panel, are available.
The configuration requirements of individual items on the actions panel will vary depending on the
type of item created. If you right click on a blank area of the panel in a position where you want to
create the button and click ‘create’ this will bring up the button configuration dialogue (see ‘Action
Button Configuration’).
How To: Place an item or range of items on the actions panel
Right Click on the actions panel and select ‘Edit’ then do one of the following actions
Right click on the position in the actions panel where you want the item to go
Select ‘Configure’ to configure a single item
Select ‘Create Range’ to create more than one item in a block
Select ‘Clear’ to delete a button or ‘Clear All’ to delete all buttons on the panel
Chapter10-18
MyCalls Desktop
How To: Move a button
Right Click on the button you want to move
Select ‘Cut’
Move the mouse to where you want the new button to appear
Right Click and select ‘Paste’
Chapter10-19
MyCalls Desktop
Action Button Configuration
Use the Button type drop down menu to select the type of item to create
Items placed on the actions panel can be selected from the following:





Speed Dial
Service Code
Status
Label
Run Program
Speed Dials: Allow one click dialling to external and internal numbers. It is not necessary to specify
external access digits as these are defined in the call control configuration.
Service Codes: Can be used to perform advanced functions within your telephone system. The
service codes available to you will vary dependent on the PBX configuration and generally any
available service codes will be automatically imported into MyCalls when the system is installed.
There may be exceptions to this and MyCalls allows you to define service codes to suit your
requirements as long as they are supported by the telephone system (see service code
configuration).
Status indicators: Provide real time indication of the current activity for a specified extension or
ACD user.
Chapter10-20
MyCalls Desktop
If displaying user status the user will be associated with an extension when that user logs on to the
ACD system (on ACD enabled MyCalls Call Centre systems only), otherwise the user shows as
‘Logged Off’. This should not be confused with logging on and off MyCalls Clients at start up.
Tracking the status of non ACD users and extensions is accomplished through extension status
buttons only.
Both speed-dial buttons and status buttons permit you to dial out. Speed-dials can be associated
with any number external or internal. Status buttons can only be associated with internal extensions
or in a multi-PBX network any other extension on that network.
If you configure a Status button associated with your controlled extension then you will have a
selection of other functions available. These additional functions reflect the call control toolbar and
will change according to the current state of your extension. To access these other functions rightclick the status button for your controlled extension. You will see the context menu is split into
telephony functions and more general configuration functions.
The telephony functions can include:





Answer
Hold
Park
Hold/Recall
Retrieve
Chapter10-21
MyCalls Desktop
Status buttons also provide instant feedback on the state of any given extension or user. The states
which can be shown are detailed in the following table.
Button State
Description
Idle
The extension is not in use
Off Hook
The extension is in use but not dialling or
receiving an incoming call
Ringing
The extension is ringing due to incoming
call
Connected - Outgoing
External outgoing call in progress
Connected – Incoming
External incoming call in progress
Connected - Internal
Internal call in progress
On Hold
Extension is in hold state
ACD unavailable
The ACD user is unavailable
ACD Wrap up
The ACD user is in wrap-up
DND
The extension is in DND mode
Forward
The extension is in forward mode
Indication
Labels: Provide simple visual labels to help when you are arranging the actions panel as in the
example shown below.
Run Program: Allows you to set up a button to run an application directly from your actions panel.
This can simply invoke an application or you can add a parameter to the application e.g. a filename.
Typical uses of this might include;
Chapter10-22
MyCalls Desktop



Providing a link to a route mapping website so you can advise on directions
Having a link to your email application or website
Link to a price list or range of product brochure documents
Creating an action button
Before you can configure an action button you must first put the action panel into edit mode by right
clicking on the action panel and selecting ‘Edit’.
Creation of an action button is accomplished through right clicking the actions panel and selecting
configure from the context menu. This will bring up the action button configuration dialog.
See the how-to sections below for more details on configuring the various action button types.
How To: Create a Speed-Dial button
Select the ‘Speed Dial’ option as the button type
Chapter10-23
MyCalls Desktop
Enter a button name – This will appear as label identifier on the button face
Select a colour if required
Enter the number to dial – ignore any line access codes
Click ‘OK’
How To: Create a Service-Code button
Select the ‘Service Code’ option as the button type
Enter a button name
Select a colour if required
Select the required service code from the list of service code types
Enter any additional parameters if required such as extension
Click ‘OK’
NB: Service codes have to be created or imported into the application. Creation of service codes
would be carried out by the PBX administrator.
Chapter10-24
MyCalls Desktop
How To: Create a Status button
Select the ‘Status’ option as the button type
Enter a button name
Select a colour if required
Specify whether the button will show an extension status or a user status
If ‘User Status’ is selected specify the user via the user selection button
If Extension status is selected specify the PBX and Extension number
Click ‘OK’
Chapter10-25
MyCalls Desktop
How To: Create a Label
Labels are used to identify columns, rows or blocks of items created on the action panel and can be
placed anywhere on the panel. Labels provide no interactive functionality and only act as visual
indicators.
Select the ‘Label’ option as the button type
Enter a label name
Select a colour if required
Click ‘OK’
Chapter10-26
MyCalls Desktop
How To: Create a Run-Program button
Run Program allows an external application to be invoked from the actions panel. For example you
could invoke Microsoft Word and bring up a specific document.
Select the ‘Run-Program’ option as the button type
Enter a Button name
Select a colour if required
Enter or browse for the program to be invoked
Enter any optional program data such as the filename. This must be a complete path e.g.
c:\mydata.doc
Optionally select the request extra data’ option. This will pop up a dialogue when the button is
pressed to prompt the user for additional information such as a filename.
Click ‘OK’
Creating Ranges of Action buttons
In many situations you will want to create a range of buttons for a range of extensions or users etc.
You can display a range of Extensions or Users and these can be selected individually or from a
specified group. If extensions are to be displayed then you also have the option to display a range of
extensions starting from a given extension number.
When specifying a range of buttons you have the option of specifying a block running from left to
right (Horizontal) or from top to bottom (Vertical). You can also specify the number of rows and
columns to use. When specifying a custom block the number of buttons required to display your
Chapter10-27
MyCalls Desktop
selected range of values will be shown and if the block is not large enough to show all the values this
will be indicated in red.
How To: Create a range of Action buttons
Right click in the grid at the position you wish the block of buttons to appear and select ‘Create
Range’
From the Dialog box:
Select the type Extensions or Users
Select Members, Groups or Range (Extensions type only)
From the resulting list either select the required Extensions/Users, the Group or specify a range.
If specifying a range select the PBX and select the start extension followed by the number of
extensions required
For the Alignment, specify horizontal or vertical and optionally select a custom grid specifying the
number of rows/columns required.
Click ‘OK’
Chapter10-28
MyCalls Desktop
Using Call Control functions from other MyCalls windows
Call Control functions are also available from status and call log windows. Real time status windows
can be configured to display extensions activity.
Using Call Control with Real Time Status windows
If you have real time status enabled then you can access call control functions directly by right
clicking the extension in the status window. If the extension is the one you are controlling then right
clicking that extension gives you all the core telephony functions such as answer, hang-up, hold etc.
The exact functions will depend on the state of the extension at the time. For example if your
extension is ringing then you can answer or hang-up the call.
If the extension is not the one you are controlling then you can carry out operations such as dialling
that extension, pick up a call ringing on it, set call-back on that extension etc.
Using Call Control with the Call Log window
The Call Log and Unreturned Calls Log windows offer the facility to right click and dial. Simply point
the mouse over the record in the list and right click. You can then select dial for the required number
from the context menu.
This context menu also allows you to search and popup the contact details or adds a new personal
contact for that caller if one does not exist.
Chapter10-29
MyCalls Desktop
Call Control configuration
Prior to configuring MyCalls call-control you will need to install a TAPI service provider driver. This
can be installed on the MyCalls server or any other server on the network.
Call control is configured on a per PBX basis so if several PBX’s are configured then a call control
configuration will be needed for each. Configuration of call control requires that you specify a TAPI
server and associated information such as external dialling digits, minimum number of extension
digits and a list of exceptional numbers e.g. 999
How To: Configure the Call Control Server
From the menu select Configure->Telephone System->PBX->Call Control
Select ‘Configure Call Control’
Select the required control type protocol. This will normally be ‘Generic TAPI’
Click ‘Edit’
From the resulting dialog box enter the name of the PC hosting the TAPI server
Enter the other values or outside Line Access, Number of digits representing an internal call and add
any require special numbers to be dialled externally regardless of number of digits such as
emergency numbers 112, 999 etc.
You may select to auto hang-up calls when the call is complete.
Chapter10-30
MyCalls Desktop
Click ‘OK’
NB: when you enter a number whose total digits are less than or equal to the maximum number of
digits specified for internal calls the call will be treated as an internal call and line access codes are
not added, with the exception of the ones specified in the list which are always treated as externally
dialled calls.
Chapter10-31
MyCalls Desktop
Call Control Groups.
Creating a call control group requires you to configure your users so that they have call control
capabilities. This is done as part of the user configuration. When creating or editing a user simply
select the ‘Call Control’ drop down option for that user and set it to basic. This means when the user
logs on they will be given the option to control an extension.
A Call control group defines what its members can do with regard to call control. The functions
which may be assigned to a group of call control users are as follows;







Answer Calls
Make Calls
Pickup a call ringing on another extension
Allow Call Forwarding
Allow Do Not Disturb (DND)
Allow Operator Functions (see operator section)
Allow Barge In
Typically you would create groups for different types of users. For example reception staff may need
to access all functions including call brokering, parking calls, conferencing etc whereas sales agents
May only need to answer, make and transfer calls from the screen. By putting users into groups
several users can have their call control environment defined from one configuration screen. A user
can only belong to one call control group.
Call Control User Settings
Chapter10-32
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How To: Configure a Call Control group
From the main menu Configure-> Telephone System->PBX->Call Control
Select ‘Create or Edit a call control group’
Either click ‘Add a new call control group’ or if an existing group is already configured you may edit
the group by clicking the ‘Edit’ option displayed alongside the group name
In the dialogue you may specify a group name and add users to the group by specifying the user
name, selecting the user(s) and clicking the ‘Add’ button. Only users enabled for call control will be
available in the Users list.
To remove a user from the group; select the user from the included users box and click ‘Remove’
Chapter10-33
MyCalls Desktop
Specify the call control functions which can be assigned to this group of users by checking the
appropriate box e.g. Allow Answer Calls, Allow Make Calls, etc
Click ‘OK’
Operator Functions
Setting members of a call control group as operators gives them special privileges to carry out
operations other than the extension they are currently controlling. These privileges are intended for
use by reception operators where they may need to forward calls from an extension or set DND
modes on other extensions.
The operations which an operator can control on other extensions are:
Set Forward
Set DND
This allows operators to carry out forwarding and DND on extensions on behalf of the users or if an
extension is known to be unavailable due to meetings or the user being out of the office.
Chapter10-34
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Service Code Configuration
Service codes can be configured by importing from the switch using the config import utility. This
utility is only available to switch maintainers and details of this can be found in the installer manual.
Alternatively a PBX admin user can manually add a service code.
A service code consists of the code itself usually a 3 or 4 digit number and this can, depending on the
service code’s functionality, be associated with data values.
The service codes when activated are sent via a network connection to s service code port on the
switch. If required, the data value, or in some cases multiple data values, can be sent before the
service code itself is sent to the switch or after the service code is sent. The service code
configuration dialog allows up to two data values to be defined as shown below.
How To: Add or Edit a service code entry
Select Configure->Telephone System->PBX->Call Control from the menu
Select Service Codes
Select ‘Create or Edit service codes’
If the service you require is already in the list select the associated ‘Edit’ button, alternatively select
‘Add a new Service Code’
In the Service Code dialog specify the Name and the service code value
Specify and data values and select whether to send these values before or after the service code
value.
Chapter10-35
MyCalls Desktop
Click ‘OK’
Chapter10-36
Screen-Pop
Chapter
11
Screen-Pop
MyCalls provides a screen-pop capability so that incoming and outgoing calls can be identified by
matching the calling number to possible entries in a personal contact manager or corporate
database. The system can be configured to search multiple databases and contact lists and these can
be a mixture of personal data and system wide data.
The main difference between a personal and a system database is that personal data is managed by
each user on the system whereas a system database would be managed by the system
administrator.
Screen-pop groups
Because contacts are likely to call your company for different reasons users within your organisation
can be set up to search databases appropriate to their job function. For example accounts staff
would want to search for contacts in the accounts data whereas sales staff would want to search in
the sales contact data. This can be accommodated by setting up different screen-pop groups
depending on the function of the members of the group. This is dealt with in more detail in the
screen-pop configuration section.
Quick tip:
Dependent on the database employed you may need to have a copy of the application e.g. Act! Outlook
etc installed and running on your PC before you are able to show the contact data.
Chapter11-37
Screen-Pop
The Screen-pop sequence
If you have screen-pop installed and configured then you will be ready to use the screen-pop system.
The screen-pop operates in a specific sequence depending on whether the call is incoming or
outgoing and also dependent on the configuration of the screen-pop.
Incoming calls
Initially the system will detect an incoming call ringing on an extension. Once the system detects the
caller’s number (CLI) for the call the client associated with that extension will pop up a contact
window. The popup window will either indicate a single result for the incoming call in which case the
basic details for the caller are displayed, or if multiple contacts share the same CLI then a list of
several contacts may appear. The user can select any one of the contacts and inspect the contact
details prior to answering the call or whilst the call is in progress.
The screen-pop viewer
The screen-pop viewer appears when the CLI or OLI for a call is matched to a number in the contact
database(s). The viewer shows information regarding the caller and the actual fields shown can be
configured from a list of available fields held within the CRM or contact database.
The viewer gives the option to pop the complete contact details in the actual application where the
contact was found, for example if the contact was found in a personal contact list such as outlook
then the outlook application will be invoked and the appropriate record displayed as shown in the
example below.
Chapter11-38
Screen-Pop
Once the call has been completed the screen –pop viewer can either automatically close or be set to
allow you to close it manually. Incoming calls can pop the contact viewer when the call rings your
extension or when the call is actually answered and this behaviour can be set for each screen-pop
group.
Outgoing calls
The sequence is the same as for incoming calls except that the screen-pop viewer will not appear
until the call is answered.
screen-pop configuration
A link to an external database is created when you configure that database for use within MyCalls.
Such a link called a screen-pop interface and you can configure one or more interfaces into your
MyCalls system. MyCalls supports interfaces to a variety of industry standard database products
including;
 Sage Accounting
 Act
 Maximizer
 Goldmine
 Microsoft Outlook
Whilst each supported product operates in a different way the configuration of the MyCalls screenpop is very similar for each. This makes the configuration of the database interfaces very similar
irrespective of the actual database itself. MyCalls presents a uniform set of dialogues for all the
supported interfaces. Configuration of the Interfaces requires the following steps:






Add the interface to the list of configurations
Specify the connection properties – in some cases this will be selecting a folder in others it
may require login details, passwords etc.
Specify which fields contain phone numbers for searching
Decide which fields you want to see in the screen-pop viewer
Specify the format(s) of telephone numbers stored in the database
Determine if the database contains companies, contacts, or both and decide which of these
you want to search.
Chapter11-39
Screen-Pop
Once configured the screen-pop system will automatically search any interfaces you have
configured. If you have configured multiple interfaces you can prioritise the order in which they are
searched.
MyCalls supports the concept of personal and system interfaces. A personal interface would be
configured on an individual PC client and would only be able to view details of contacts local to that
user. The individual owner of the personal interface(s) can configure that interface to suit their own
requirements.
A system interface allows a pbx administrator to configure an interface which can be accessed by
multiple users. Multiple system interfaces can be configured and these can be accessed by different
groups. As an example a CRM database could be configured so it can be accessed by the sales
department, in addition an accounts database could also be configured to be accessed by the
accounts department.
Configuring Personal screen-pop databases
Personal screen-pop interfaces can be configured individually for each MyCalls user. Whilst any
database can be defined as a ‘personal’ interface they are usually reserved for applications such as a
local MS-Outlook or similar contact management application where the data is stored on a specific
PC rather than a central server.
Selecting Configure->screen-pop from the main menu will display the screen-pop configuration
screen.
For a personal screen-pop you need to configure the screen-pop databases and the screen-pop
groups which define permissions for each database in your list.
Chapter11-40
Screen-Pop
How To: set up a personal screen-pop interface
Select Configure->screen-pop->Personal screen-pop from the menu.
Select Create/Edit screen-pop
The screen will show your currently configured interfaces.
Click ‘Add new database’
Name the screen-pop interface and select the application e.g. Outlook, from the list
Click ‘OK’
The resulting dialog box presents a number of configuration areas specific to your interface. Each of
the areas are similar between different contact databases (though not all identical) and the
configuration is described below (see screen-pop interface dialogue box)
Having configured the screen-pop interface and mappings you then need to configure a personal
screen-pop group. This allows you to set up your personal database group.
Click ‘OK’
Chapter11-41
Screen-Pop
Click ‘Edit your personal screen-pop group’
Select a screen-pop interface from the available Databases box and click the [->] button
This adds the interface to the Selected Databases box
Repeat for each of the databases configured
Select each of the selected databases in turn (in the Selected Databases box) and then select the
properties for the interface e.g. pop on incoming/outgoing etc.
Chapter11-42
Screen-Pop
The screen-pop interface dialog box
This dialog is split into several areas. An example shown below is for Microsoft CRM but each
database application will have its own configuration screen. Refer to the 3rd party configuration
guide for details.
Server Configuration/Data Folder: Specify the data location, Contact folder, Catalogue or
Database name for the interface. In some cases this will be a database name and in other it may be a
path to a data file or network share.
Username and Password: In some cases a username and password is required. This is specific to
the database or contact manager application being employed.
Search Option: Search Contacts, Accounts or both
Return single or multiple contacts: For larger databases you may wish to only return the first
contact found or limit the number of contacts found to increase performance of the screen-pop
search.
Number Masks: Depending on the CRM or contact manager application numbers to be searched
may be stored in various formats. The number masks allow you to specify number formats which can
be searched on. For example a format such as #### ##### would search for a sequence of 4 digits
followed by a space character followed by 5 digits. Excessive need for number formats can cause the
search process to slow down considerably.
Chapter11-43
Screen-Pop
Number format examples
Format
Example
Description
#
01342559561
Any number of digits, no spaces
##-###-####
01-800-3456
Digits separated by – symbol
+##(#####)#
+44(1606)541237
International + with
parentheses in the number
Search Fields: Lists the fields in the contact database which could potentially contain telephone
numbers. These are the fields which the screen-pop will search in order to match the target call. The
fewer fields searched the faster the search will be.
Assigning fields for the screen-pop viewer: The Unassigned Contact Manager fields list shows all
the fields in the target database which have not been assigned to the screen-pop viewer. These
fields will not be shown when the call is shown in the viewer.
The Assigned Contact Manager dialogue contains two lists, on the left there is the contact data list,
containing the available MyCalls call viewer fields. These consist of twenty one fixed and ten custom
fields. The fixed fields include Name, Address, telephone, notes, record ID etc. The custom fields are
freeform fields which you can use to display application data as required e.g. credit limit or account
status.
The right hand list ‘Database Field’ lists the fields from the CRM or Contact manager database. These
can be assigned to one of the internal contact viewer fields. It is likely that the 3rd party database will
contain many more fields than those available for the viewer, therefore any fields not assigned to
the viewer are marked as ‘not mapped’.
Any fields which have been assigned will be visible in the viewer, but only if there is information
present for that field in the data returned from the search for that call. If for instance the caller’s
address is missing from the database then the viewer will not display any reference to the address
fields.
Custom Fields
The wide range of CRM and Contact databases available within MyCalls Desktop may have fields
which do not readily have an association with the standard contact fields defined for the contact
viewer. To accommodate this MyCalls allows the creation of custom fields. Custom fields can be
given any name to identify the data, e.g. Credit Rating, Customer Category and any of the available
CRM or contact manager fields can be assigned to this field.
Chapter11-44
Screen-Pop
How To: Mapping a Field
Select the required field from the ‘Unassigned Contact Manager Fields’ using a left mouse click
Select the field to which this data will be assigned in the ‘Contact Data’ list
Click the assign button (->)
The assigned field will appear in the ‘Database Field’ list alongside the Contact field to which it has
been assigned. Contact data refers to the local Contact viewer field and the Database Field refers to
the raw database field found in the CRM or contact manager application
Any field marked as ‘not mapped’ will not appear in the screen-pop viewer
Selecting the assigned field in the assigned field list and clicking the un-assign button (<-) will remove
the mapping of the field and revert to ‘Not Mapped’ state
Chapter11-45
Screen-Pop
How To: Assign a Custom screen-pop Field
Select the Unassigned data field
Select the required Custom field from the assigned field list
Using the ‘Custom Field Label’ textbox enter a name to the custom field
Click the assign button (->)
The Custom field will now appear in the Contact viewer and display the assigned data
System screen-pop interfaces
Configuration of a system interface is identical to the configuration of the personal interfaces as far
as configuring the list of interfaces is concerned. Because a system interface can be used by many
users you also need to configure group access settings which define who within the organisation can
access which interfaces and the privileges members of those screen-pop groups will have.
The basic operation requires that any users (enabled for call control) can be assigned to one or more
interfaces. If a user is to be assigned access to more than one screen-pop interface (database) then
you will also need to configure your screen-pop interfaces into groups. This is done in two separate
operations.
Configuration of screen-pop database groups
A screen-pop database group can contain one or more databases from the list of system screen-pop
databases. In order to pop information from a system database it must be added to a screen-pop
database group.
Once added to a group then permissions can be set as follows:
Pop Contact: Brings up the Client application screen if a contact is found rather than the built in
contact viewer.
Use Built in Viewer: Use the internal screen-pop viewer or only pop the screen-pop-client
application.
Auto Close: Close the viewer automatically once the call has completed.
Chapter11-46
Screen-Pop
Screen Pop Database group configuration dialog
Several databases can be assigned to a single screen-pop database group and their collective
behaviours can be defined on the same configuration screen. This allows definition of the search
order of the databases within a group and their pop behaviour. Once you have defined the screenpop database groups then you can users to these groups using the screen-pop database assignment
configuration screen
Configuration of screen-pop database assignments
This dialog allows users to be associated with the groups of screen-pop databases you have already
defined in the previous step. You can assign organisational groups or individual users to search the
various database groups. Assigning a user to a database overrides any group assignments which may
have been made.
For example if an organisational group called Sales has been created and the Sales group has been
associated with the company’s Sales database, then any member of the Sales group could
automatically be presented with contacts from the Sales database when receiving a call.
However if a member of that team, Bob, is associated with a special ‘Book Sales’ database then Bob
will only be presented with Book Sales contacts and Sales contacts even though Bob belongs to the
organisation group ‘Sales’.
Chapter11-47
Screen-Pop
Users or groups of users can be assigned to a system screen-pop database group.
Chapter11-48
Contacts and Address Books
Chapter
12
Contacts and Address Books
MyCalls Desktop provides an inbuilt address book for storing your company and personal contact
lists. These address books are intended to be populated from:



screen-pop databases (both system and personal)
MyCalls callers list
Manual entry
System versus Personal address books
As with the screen-pop databases, MyCalls address books can be set up as system wide or personal.
The System address book is set up by the pbx administrator and contains contacts available to all
users. Initially the system address book is populated with the details imported from the pbx ABBdial
list during the configuration import carried out at installation time.
Personal address books are set up by each user and are specific to that user.
Whilst it is possible to add contacts manually the address books are intended to contain copies of
existing contacts maintained within MyCalls.
Quick tip:
This allows faster searching if an external contact database proves too slow and provides a central
location from which to dial any contact contained within y our address books.
Using the address books
The address books can be used for quickly searching for a contact, viewing contact details and
dialling a contact from the screen.
Chapter12-1
Contacts and Address Books
Searching for contacts
Using the address book search bar you can enter initials or telephone number of the contact to
search for. You can limit the search to system, personal or both and you can order the results on
first, last or company, name.
Any search results are limited to the first 100 matches, however you can continue to narrow down
the result set by entering more characters for the search. If you were searching for a name such as
‘Davis’, for example, simply entering a ‘d’ could return over 100 results but entering ‘da’ would
return significantly less.
Viewing contact details
Having located a contact you can view their details by selecting the contact in the list
Edit an address book entry
To change any details select the contact using the right mouse button and select ‘edit’ from the
context menu. You can then edit the contact details panel.
Chapter12-2
Contacts and Address Books
Dialling from the address book entry
Select the entry using the right mouse button and select dial from the context menu. For many
contacts there will be more than one phone number defined so you will need to select the phone
number to dial before dialling using the left mouse button.
How To: Edit several contacts
Contacts can be edited via the Address book configuration menu.
Select Configure->Address Book and select personal or system address books
Chapter12-3
Contacts and Address Books
Select ‘Edit your Personal Address Book’
You can modify many values directly in this screen or click edit to bring up the contact details screen.
This window also allows you to add a new contact and to delete contacts. You can select one or
more contacts and delete the selection, delete all contacts or delete unassigned contacts.
Unassigned contacts are those not associated with an existing screen-pop database as a result of
that database having been deleted from the configuration.
Chapter12-4
Contacts and Address Books
Importing from screen-pop databases
Normally you will add contacts to an address book by importing from an external source.
Before you can import your contacts the external contact database must be configured either as a
system or personal screen-pop database. System databases can only be managed by a pbx
administrator.
Quick tip:
Import your most used contacts from an external database where possible. This speeds up searches
and reduces loading on network resources etc.
How To: Importing a personal screen-pop database
Select configure->Address Books
Select Personal in the top left dialogue, then select import your personal contacts
From the import panel select the database to import using the drop down list
Select Start and the import will commence
Once complete click ‘OK’
Configuring Address books using MyCalls Desktop
The same operations can be carried out within MyCalls desktop by selecting the toolbar options
Chapter12-5
Contacts and Address Books
Select ‘Personal address book->Import’
Manual entry of contact data
New entries can be added by selecting ‘Add New Contact’ from the contact search bar.
Selecting this will display the Contact details dialogue. Enter the contact details and click ‘OK’
Managing System Contacts
The operations described for personal address books and contacts apply equally to system contacts.
The only difference is that configuration and importing of system contacts can only be carried out by
the pbx administrator. When importing system address books only the screen-pop databases
defined for the system will be shown in the selection list of databases to import from.
Chapter12-6
Contacts and Address Books
Configuring the internal contacts lists for screen -pop purposes
Quick tip:
One reason for importing your external contacts into MyCalls would be to speed up
searching. By importing the data the contacts would be held in the internal MyCalls
database and any searches would be highly optimised rather than relying on the
performance of third party software clients.
To enable the system to screen-pop on the imported address book rather than searching the
external data you need to perform the following tasks


Configure the internal contacts as a screen-pop database.
Add the internal data to a screen-pop group
How To: Configure an internal contact screen -pop
Select ‘Configure->screen-pop’ from the main MyCalls menu
Select either personal or system*
Create/Edit screen-pop databases
Add a new interface and select ‘Internal’ from the drop down list
Click ‘OK’
NB: The internal contacts list requires no additional configuration and therefore does not present a
configuration screen
Having added the internal contacts to your list of screen-pop databases you will need to set up a
screen-pop group to include the internal contacts list. See Configuring screen-pop groups for more
details.
Chapter12-7
Contacts and Address Books
*only available if you are a pbx administrator
Chapter12-8
Contacts and Address Books
Call Control Configuration: Summary.
Basic Installation
Ensure the TAPI driver is installed (Installation)
Ensure MyCalls is licensed for Desktop use and that the license is registered (License Manager)
Users and extensions
Create users and assign call control to those users. (User configuration)
Enable Users for hot desking if required
Configure extensions and assign default users to extensions
Enable required extensions for hot desking
Call control
Configure Call Control
Configure Call Control groups
System screen-pop
Configure screen-pop interfaces for system databases
Configure system screen-pop database groups
Assign organisation users and groups to the various system screen-pop groups
Personal screen-pop
Configure personal screen-pop interfaces e.g. outlook
Configure screen-pop database groups
Address Books
Import required external database contacts into the internal address book
Configure internal contacts database (Your address book contents) as a personal screen-pop
interface if required
Chapter12-9
Contacts and Address Books
Chapter12-10
Callers
Chapter
13
Callers
Introduction to Callers
Within MyCalls people or companies external to the organisation that you call or who call you, are
referred to as callers. Callers can be categorised by a type as either:

Business Callers

Personal Callers

Unassigned Callers
Callers can also be placed into user groups, so all the contacts within a particular company can be
grouped together. Personal numbers can also be placed into a user group, such as "Terry Breen’s
Personal Callers". Setting the type of caller and placing them into a user group allows reports to be
generated that are filtered to only show those callers, and thereby identifying if someone is taking or
making too many personal calls.
The callers configuration screen can be shown by selecting the ‘Callers’ option from the ‘Configure’
menu or by pressing the callers icon
from the main toolbar.
Creating and editing callers
How To: Creating a new Caller
Chapter 13-1
Callers
1) At the Configure Callers screen, click ‘Create or Edit a Caller.’ The Edit Callers screen appears.
2) Click ‘Add new caller’ to begin adding a new caller.
3) The Create a Caller screen is displayed.
4) In the dialogue window that appears a number of fields are available for entry. Some are
mandatory fields* for successful setup whilst others are optional inputs as outlined below.
5) Number*: Enter the callers’ main incoming number here that will be used to identify them.
6) Alternate Number: If the caller has different incoming and outgoing numbers, a DID for
instance, then use the alternate number field for this.
7) Name: Enter a name for your caller to identify them clearly on real time windows and reporting.
8) Type*: You can choose whether a caller is a Business or Personal caller by selecting the option
from this field. If you wish to create the caller but not assign them as either of the above then
you can use the final option Unassigned until you decide on the most suitable type for the caller.
9) Caller Group: You can select a caller group from this field to group the caller with in order to
enhance real time statistics and reporting. Caller groups are created by users and tailored to the
organizations requirements. Default is set to None.
10) Notes: Use the notes field to log any useful information about the caller for other users to see.
11) Click ‘OK’.
12) The caller should now be visible in the caller list of the Edit Callers window.
How To: Editing an existing Caller
1) From the Callers Configuration screen, click ‘Create or Edit a Caller’
2) In the Edit Callers window that appears click the ‘Edit…’ button to the right of the Caller you
want to modify.
3) In the ‘Edit’ window that appears, you can modify the following fields; Alternate Number, Name,
Chapter 13-2
Callers
Type, Caller Group and Notes. You cannot change the Number field as this is the main identifier
of the caller. To change this you would have to create a new caller record and delete this record
if necessary.
Click the ‘OK’ button when you have completed making your changes.
Click the ‘OK’ button on the Edit Callers window to save the changes you have made.
Deleting callers
How To: Delete a single or a range of Callers
1) From the Callers Configuration screen, click ‘Delete a Range of Callers’.
2) In the window that appears, select the callers you want to delete in the callers list. You can
select multiple callers by holding down the control key (ctrl) as you click on the rows.
3) Press ‘OK’ to complete the deletion process. Be aware that you will not be prompted to confirm
this process once you press the ‘OK’ button so please make sure you have the right callers
highlighted before pressing ‘OK’ to continue.
Importing Callers
You can import a csv (comma separated values) file directly into MyCalls to speed up caller setup.
This file should include the following columns: Number, Alternate Number, and Name, in that order
to be imported successfully.
For more detailed information see the section on importing data.
Caller Groups
Caller groups are groups that contain callers that are related in some way within a business. By
using Caller Groups it is possible to report over a range of callers such as all business callers or all
personal callers.
Chapter 13-3
Callers
System and User defined groups
User defined groups are custom groups that have been created by users, whilst system groups are
those that are pre-installed with the application and cannot be removed. There are four system
groups that can be used which are:




All business callers - Holds callers that are of type Business
All Callers - Holds all callers defined in the system.
All Personal Callers - Holds callers that are of type Personal.
Unassigned Callers - Holds callers where there type has not been specified.
How To: Creating a new Caller group
1) From the Callers Configuration screen, click ‘Create a Caller Group’.
2) In the ‘Create a New Caller Group’ window that appears, a number of fields are available for
entry. Some are mandatory fields* for successful setup whilst others are optional inputs as
outlined below.
3) Name*: Enter a name to describe the caller group you are creating.
4) Notes: Enter here any relevant details you wish to save about the caller group
5) When you have entered the necessary information click the ‘OK’ button to create the caller
group.
How To: Editing Caller group configuration
1) From the Caller Group Configuration screen, click ‘Caller Groups’ and select the group you want
to edit. Click ‘Edit Caller Group Configuration’ in the Caller Group configuration area.
2) In the ‘Edit a Caller Group’ window that appears you can enter notes to describe your selected
group.
3) Click ‘OK’ to save your changes.
Chapter 13-4
Callers
How To: Delete Caller group configuration
1) From the Caller Configuration screen, click ‘Caller Groups’ and select the group you want to
delete.
2) Click ‘Delete Caller Group’
3) You will be prompted to confirm deletion of the selected group.
4) Click ‘OK’
How To: View of Edit group membership
1) From the Callers Configuration screen, click ‘Caller Groups’ and select the group you want to
configure.
2) Click ‘View or Edit the Group’
3) In the ‘Edit Group Membership’ window that appears you will see a list of callers in the group
which will have been configured using the methods described in the manual, sections 6.1.1,
6.1.2 or 6.1.4 or by clicking on the ‘Add new caller…’ button and creating a new caller directly in
the group.
4) You can edit the Alternate Numbers and Names of the callers in this group. Select a new Type
using the Type Column. And you can also change group membership for a member by selecting
another available option in the Group field.
5) Press ‘OK’ to close the window and save any changes you have made.
How To: Assigning Callers to a group
1) If you have configured Caller Groups then you can group individual callers within a group to
enhance real time statistics and make reporting easier.
2) On the Edit Callers window that is displayed you can either click ‘Edit’ next to the caller you wish
to edit the group for and alter the group in the window that appears, or you can do it here by
selecting a new group in the Group column. You can change as many callers as you wish before
saving your changes.
Chapter 13-5
Callers
3) When you are happy with your callers selected groups press the ‘OK’ button to save your
changes.
How To: Removing a Caller from a group
1) From the Callers Configuration screen, click ‘Create or Edit a Caller’
2) On the ‘Edit Callers’ window that is displayed you can either go to the Edit a Caller window to
change the callers group to or you can do it here by using the ‘Group’ column. Select the option
‘None’ to remove the caller from any previously selected groups. You can change as many callers
as you wish before saving your changes.
3) When you are happy with the changes you have made and want to save them press the ‘OK’
button.
Deleting a Caller group
How To: Delete a Caller group configuration
1) From the Caller Configuration screen, click ‘Caller Groups’ and select the group you want to
delete. Click ‘Delete Caller Group’ in the Caller Group configuration area.
2) You will be prompted to confirm deletion of the selected group.
3) Click ‘OK’
Chapter 13-6
Alarms
Chapter
14
Alarms
Managing by exception using the MyCalls Alarm System
We believe that people should not have to spend a long time analyzing report information just to
find that everything is OK. This has historically been the case in companies that use call accounting
or other telephone management software for many years.
MyCalls is designed to be used with management by exception. That is, the system is configured to
watch for specific conditions and only inform users when one of those conditions has been broken.
This then leaves the supervisors and PBX administrators free to do other activities.
Specify when Alarms are active:
To facilitate the automated notification of alarm conditions MyCalls is provided with an alarm
scheduler which allows you to specify when alarms can be active. You can create as many alarm
schedules as required e.g. Daytime, Night time, Weekends and apply the schedules to the different
alarms that you create. For example you may want to activate alarms from certain extensions out of
hours to catch any unauthorised usage.
Specify who receives Alarm notifications:
Generating alarms is only one part of the equation. In order to make the MyCalls system really work
for you the alarms need to be sent to the people in the organisation who need to know about it.
MyCalls provides distribution lists to do just that. You can set up multiple distribution lists which
allows you to specify different recipients for different types of alarms. For example System alarms
may be sent to your IT specialists (possibly outside the organisation) whereas Fraud Alarms may be
sent to supervisors.
Alarm Categories
MyCalls currently has the following different types of alarm with more added on each release of
software.
System Alarms:
These are triggered when either no data is received from the PBX for a certain period or if the free
disk space on the disk that the database is situated on is below a specified level.
Call Rate Alarms:
Chapter 14-1
Alarms
Measures the rate at which calls have been handled in a one hour period. This can occur if there are
either too few or too many calls handled. Too few indicates that calls are taking too long and too
many indicates that calls may too short. There are several types of call rate alarm:



Abandoned Call Rate Alarms:
Outgoing Call Rate Alarms:
Incoming Call Rate Alarms:
Overflow Alarms:
An overflow alarm indicates when an overflow situation has occurred. This happens when a call has
been transferred between ACD Groups before being answered. For other PBX types, Overflow is
defined as a call that has been transferred between ACD Queues (Pilot Numbers) before being
answered.
Wait Time Alarms:
Determined by what is an acceptable minimum and maximum average wait time for a one hour
period. An average wait time that is less than the minimum value can indicate that you have too
many free staff and they are just waiting for the phone to ring. An average wait time that is more
than the maximum value indicates that there may not be enough staff available. Wait time alarms
include:



Incoming Wait Time Alarms
Overflow wait time Alarms
Abandoned Wait Time Alarms
Call Time Alarms:
Determined by what the acceptable minimum and maximum average call times should be in a one
hour period. An average call time that is less than the minimum value can indicate that you may be
rushing your calls. An average call time that is more than the maximum value indicates that the calls
are taking too long and you may need to speed up the conversation.


Overflow Call time Alarms
Outgoing call time Alarms
Service level alarms
General Service Level Alarms: Are triggered when the general service level drops below the
defined minimum service level setting for the alarm. A value below the minimum average can
indicate that there are not enough staff members available to take all of the calls. Conversely, if the
value is above the maximum value it might indicate that there are too many people available to
answer calls.
Abandoned Service Level Alarms: Are determined by the minimum and maximum average
Abandoned Grade of Service (GOS) in a one hour period.
Emergency Alarms: These are triggered when a call is made to an emergency number. You
can specify what constitutes an emergency number.
Toll Fraud Alarms: These alarms are used to detect misuse of the phone system. These
alarms can detect if a call is too expensive or lasts for too long or is to/from a specific
destination which is considered to be unauthorised.
Chapter 14-2
Alarms
Caller Alarms:
These alarms are used to determine if a caller has been contacted within a specified time period.
Queue Status Alarms: These alarms are used to determine the acceptable number of calls
in a queue, and also the acceptable amount of time that a call can remain in a queue
before being answered.
User Status Alarms: These alarms are used to determine the maximum allowable number
of times a user may go into each of the Unavailable/Wrap up/DND states in a logged on
period. Also determines the maximum length of time a user is allowed to remain in that
state.
Viewing the alarms
When an alarm is triggered, an alarm record is generated and stored in the database. These can be
seen in the Alarms Real Time list View. See; Real Time List Views
An alarm icon
is also displayed in the system tray when an alarm is triggered. This icon will
remain in the system tray until the alarm window has been clicked with the mouse button, to
indicate it has been viewed.
Audible alarms
Audible alarms can be configured on a severity level; Information, Warning, Severe, Critical.
When an alarm is triggered, if a sound has been assigned to the severity of the alarm, then that
sound will be played. The sound can be configured to be played repeatedly until either an alarm of a
higher severity is triggered, or until the alarm window has been clicked on with the mouse button, to
indicate it has been acknowledged.
Accessing Alarm Options
Using the MyCalls menu you can access the alarm screens using:
Configure –> Alarms –> PBXs
OR, you can click the alarm icon in the toolbar
Configuring Real Time Alarms
MyCalls alarms are generated in real time. You can have the alarms pop up on screen to warn
operators of alarm conditions as they occur. Alarms are also recorded in the Alarms grid accessible
from the toolbar at the bottom of the main screen.
When you configure an alarm you will invoke an alarm configuration wizard. The wizard will require
you to enter the name for the alarm and select both a distribution list and an alarm schedule. The
distribution lists will ensure the alarm reaches the appropriate people and the schedule limits the
time periods when the alarm is active so before you can configure an alarm you will need to have set
up your alarm schedules and distribution lists. These topics are covered in more detail toward the
end of this section.
System Alarms
System alarms monitor the status of the system. This falls into two parts:
Chapter 14-3
Alarms

PBX data monitoring

Disk space monitoring
PBX Data Monitoring
The MyCalls system regularly receives call data from the PBX. If MyCalls does not receive data from
the PBX it could mean there is a fault on the PBX. This alarm checks to see how long ago the last call
record has been received from the PBX. This can indicate that the link between the PBX and the call
processor has failed.
Setting this alarm to be active on an alarm schedule which covers only the working hours, will mean
that this alarm is not triggered in the middle of the night when there are likely to be no calls anyway.
Disk Space Monitoring
A minimum amount Disk apace is required for correct operation of the operating system and the
MyCalls-database. This alarm checks the current disk space available.
Call Rate Alarms
Call rate alarms are triggered if the number of calls is either lower than a specified value or higher
than a specified value for the last hour.
The call rate alarms can be set up for both:




Incoming calls
Abandoned calls
Overflowed* calls
Outgoing calls
*An overflowed call (on a Mitel PBX only) is defined as a call that has been transferred between
ACD Groups before being answered. For other PBX types, Overflow is defined as a call that has
between ACD Queues (Pilot Numbers) before being answered
The wizard allows you to set minimum and maximum calls per hour for Trunks, Extensions, DIDs,
Pilot Numbers, Organisational groups. You can specify all the device groups of a particular type
e.g. ‘All Trunks’ or you can select individual device groups.
Chapter 14-4
Alarms
Performance Alarms
Performance alarms are designed to measure the effectiveness of the people answering or making
the telephone calls.
Performance alarms can be set for

Incoming Wait Time

Overflowed Wait Time

Abandoned Wait Time

Incoming Call Time

Overflowed Call Time

Outgoing Call Time

Abandoned Call Time

General Service Level

Abandoned Service Level
The setup of these alarms is identical to the call rate alarms described in the previous section. You
select which alarm type you wish to generate e.g. wait time, call duration etc and specify the device
or user groups to which this alarm applies. You can only specify one of each device group per alarm
setup but you can set as many of each type of alarm as required. For example, to set a wait time
alarm for the extension group called ‘Sales’ with different wait times to the extension group called
’Service’ then you would need to create two wait time alarms, each with different settings, which
you could call ‘Sales’ and ‘Service’ to easily identify each alarm.
Incoming Wait Time Alarm
These alarms can be set to trigger if the average wait time for answered calls over the last hour was
too low or too high.
Answering a call too quickly can mean that you may have too many people available to answer the
phone or that you customers may perceive that you are just waiting for the phone to ring. It is usual
for people to expect to wait 2-3 seconds before the phone is answered.
Chapter 14-5
Alarms
Answering too late can mean that you do not have enough people to answer the phones and may
risk calls being abandoned.
Overflowed Wait Time Alarm
These Alarms can be set to trigger if the average overflow time for answered calls over the last hour
was too low or too high.
Having too high an overflow wait time could mean that calls are being transferred between too
many queues before being answered. This may indicate that not enough people are answering the
calls in the primary groups. An alarm triggered on a low overflow wait time would not normally be
used.
Abandoned Wait Time Alarm
These alarms can be set to trigger if the average wait time for abandoned calls over the last hour
was too low or too high.
If you base your staffing on the fact that your customers will wait a certain amount of time, then this
alarm can tell you if your assumptions are correct or not.
If the alarm is triggered because the average has fallen below the minimum value, then your
customers will not wait on average as long as you think, and you may need to either answer the
phone quicker or employ more people.
If the alarm is triggered because the average has risen above the maximum value, then your
customers are prepared to wait longer than think they will and you may not need as many people to
answer the calls.
Incoming Call Time Alarm
These alarms can be set to trigger if the average time taken to handle incoming calls over the last
hour was too low or too high.
Overflowed Call Time Alarm
These alarms can be set to trigger if the average time taken to handle overflowed calls over the last
hour was too low or too high.
Outgoing Call Time Alarm
These alarms can be set to trigger if the average time taken to handle outgoing calls over the last
hour was too low or too high.
General Service Level Alarm
These alarms can be set to trigger if the average service level over the last hour was too low or too
high.
Setting a maximum value of 99% rather than 100% can be useful, a 100% value can mean that the
people handling the calls are not fully occupied. A definition and configuration guide to Service
Levels is covered under Grade of Service configuration.
Abandoned Service Level Alarm
These alarms can be set to trigger if the average abandoned service level over the last hour was too
low or too high.
It is quite normal to have a minimum value of 97% and a maximum value of 100%. It is widely
accepted that you should not expect to have more than 3% of your calls abandon outside of the
acceptable wait time.
Chapter 14-6
Alarms
Emergency Alarms
Emergency alarms are triggered whenever a call is made to an emergency number.
Toll Fraud Alarms
Toll fraud alarms are designed to trigger if a call has been made that breaks one of your calling
policies. The policies available are.

Calls that are longer than a specified amount time

Calls that ring for more than a specified amount time

Calls that cost more than a specified amount of money

Calls to certain numbers or types of call

Calls to/from certain caller groups

Calls that have a specific account code
The toll fraud alarm can be set to be active on extensions, pilot numbers and users.
One alarm can be set to be active on all groups, a specified group or all except a specified group.
Chapter 14-7
Alarms
Specifying an alarm to be active on all except a specified group is useful if you only want for
example, to have one group that can make international calls and the others cannot.
Specifying Outgoing Numbers
When setting up a toll fraud alarm you will probably need to define a set of numbers to identify the
calls that you wish to trap within the alarm conditions. For example calls to mobiles beginning with
07 or calls to a specific area code or even call outside a specified set of area codes. When setting
these conditions (see example below) you will need to enter either complete or partial numbers.
A number can be specified in the full such as 01260519221.
Partial numbers can either be with one or more specific digits and entered with a '?' or as a starting
number followed by any digits and entered with a '*'
012607230?2 will trigger on
01260723092
01260723002, 01260723012, 01260723022, 01260723032 ...
01260* will trigger on any number beginning with 01260.
International numbers from the United Kingdom can be detected by 00*.
Example Restricting Personal Mobile Calls
Problem: Create a toll fraud alarm that has incoming and outgoing calls selected and traps any non
Business calls to a mobile number.
Create a new Toll Fraud Alarm and name it ‘Mobile Calls’ – Click ‘Next’
Specify the Alarm Schedule associated with this alarm type, in this case we only want to monitor
these calls during the daytime so we associate the alarm with the schedule ‘Daily Alarms’. You can
also associate the alarms with an Alarm Distribution List to define who will receive notification of
this alarm. For this example we choose the Managers list.
Chapter 14-8
Alarms
Next you need to specify which Extensions, Users and Pilot numbers you wish to include or exclude
from these rules. In this example we exclude Reception and Customer Service from the alarm list.
This is because these groups may well make legitimate calls to mobiles during the day. You may
need to reconsider how you have organised your groups as any extension can only belong to one
group. You may need to split the groups into smaller units for example Customer Service Staff and
Customer Service Mobile Callers so that you can ensure only the Customer Service supervisors can
call out to mobile numbers.
You can specify full or partial numbers to include in the alarm conditions. At this point you are only
specifying the numbers list. How these numbers are used to determine an alarm condition is defined
in a later step. However the number list can only be used to either


Generate the Alarm if the Number appears in the list
Ignore the alarm if the number appears in the list
Chapter 14-9
Alarms
This means that all the numbers in the list need to have the same purpose. In this case we want to
generate an alarm if any mobile numbers are called or received. So we specify a list of numbers
which represent all the possible number combinations. We specify that any numbers beginning with
07 are mobile numbers there may be other combinations of course.
In the next screen we specify any caller groups that we wish to include in the alarm conditions. Again
we can either specify that the alarm be generated if the calls are going to or received from the caller
group or we can specify that the alarm is to be ignored if the call is to or from the specified caller
group.
Click ‘Next’ and a similar screen is displayed to allow the inclusion of a list of account code groups.
Having specified our groups to include or exclude from the alarms, our lists of Numbers to identify
and our lists of Callers and Account codes we can then specify the Conditions for the alarm based on
these settings.
Clicking ‘Next’ displays the final screen of the wizard
First configure which call type we wish the alarm to trap, in this case incoming and outgoing calls are
included
Chapter 14-10
Alarms
Then specify timing or costing conditions for the alarm. You can specify the maximum ring time*
beyond which an alarm will be generated, the maximum call duration and the maximum call cost. To
set any or all of these limits simply select the appropriate checkbox and using the numeric setting
specify the time in seconds.
*Ring time alarms only apply to incoming calls.
Next we can specify how the Number list, Caller list and Account code list affect the alarm
generation. For an alarm to occur the conditions must be met for all three lists.
For list parameter we can specify:
Never alarm on items in the list – effectively ignore this list.
Alarm if the item is in the list – your list should only contain members on which you want to
include for alarm purposes. This means you have created a list of prohibited members e.g. any
member of the list is not allowed to make mobile calls.
Alarm if the item is not in the list – The list should only contain members which you wish to
ignore for alarming purposes. This means you have created a list of allowed members e.g. anyone in
the list is allowed to make mobile calls.
And for numbers only
Alarm on any number or no number (the default value) - Generate an alarm irrespective of the
presence or absence of a number in the call. This ensures that if any of the three lists; Numbers,
Callers, Account Codes are used then the alarm will still be active.
NB: If you set ‘Never alarm on numbers’, ‘Never alarm on callers’, ‘Never alarm on account codes’ all
at once the alarm will not be generated.
Chapter 14-11
Alarms
Finally once you are happy with your settings you can click ‘Finish’ which will save the new alarm you
have created. The new alarm will now appear in the Toll Fraud alarm list.
Caller Alarms
Caller alarms allow you to define an alarm that will trigger if a caller has not contacted you or you
have not contacted them within a specified time.
The check can be made on a recurring basis as either on a specified day in a week at a specified time
or on a specific day in a month at a specified time.
Calls that are too short in length can be excluded, for example if a call was answered by voice mail or
answer phone.
Chapter 14-12
Alarms
Status Alarms
Status alarms are triggered if the number of calls waiting to be answered or the amount of time they
have been waiting has exceeded an acceptable limit. They are also triggered if a user has entered
any of the rest states too many times between logging on and logging off, or if they stay in a rest
state for too long a period.
Status alarms can be set for

Queue Status

Longest Wait
Queue Status Alarm
These alarms can be set to trigger if the number of calls waiting to be answered is too high, or if the
wait time of the longest waiting call is too high.
User Status Alarm
A user status alarm can be set to trigger if any of the users in a set of groups has entered any of the
rest states (unavailable, wrap up, do not disturb) too many times since the last time they logged on.
These alarms can also be set to trigger if the user stays in any of these states for too long a period.
Note that the unavailable alarm can either apply to all unavailable states or just the state indicated
by the unavailable code. Note that this feature is not available on all PBXs.
Chapter 14-13
Alarms
Alarm Schedules
An alarm schedule is a named configuration that allows you to specify when an alarm will be active.
Alarms schedules can be configured to be:

Active for all dates or for a fixed date range

Active for all times of the day or for a fixed period of time

Active for all days of a week or for a selection of days
Chapter 14-14
Alarms
It is very useful to create alarm schedules for out of hour’s times as well as alarm schedules for
working hours. This allows you to configure multiple alarms of the same type but with different
schedules so they act differently. For example, you may desire that calls cannot last more than 60
minutes during a week and no outgoing calls out of hours. In this case there would be three alarm
schedules created; one that covers the working week 08:00 to 18:00, one that covers out of hours
during the week and one that covers weekends. The toll fraud alarm with a 60 minute call duration
alarm would be assigned the working week alarm schedule and the toll fraud alarm with a 0 minute
call duration would be assigned the out of hours and weekend schedules.
Alarm schedules can also be configured to trigger every time the condition is broken or every ‘X’
times.
Useful if you have an operating value that is very close to an alarm limit and the figure quite often
breaks the limit. These types of limits have worked very successfully when connecting to a PBX that
uses a very unstable WAN connection. In this scenario the ‘no data from PBX’ was set to 10 minutes
and on occasions the link would be down for 20 - 30 minutes at a time and unfortunately there was
little that could be done about that, by placing an occurrence threshold on the schedule that was set
to 4 it meant that if the alarm fired three times then it was connected then the alarm didn't trigger
but if it happened four times in a row then the alarm was raised.
Alarm schedules can also be limited to a fixed amount of notifications per hour
Alarm Distribution Lists
Alarm Distribution Lists determine who should be informed if an alarm condition is broken. There
are four mechanisms for informing people that an alarm has been triggered. All running copies of
MyCalls client application will be informed by default. See Real Time List Views
The user can then specify one or more of the following types of distribution mechanism

Email

Computer

Process
Chapter 14-15
Alarms
Email
Make sure that you have set up the mail server configuration correctly in the Operational Settings.
See Operational Settings
Each email address added will get an email describing the alarm condition that has been broken
including the current parameter value and the trigger point value. For example, a system alarm that
monitors free disk space and triggers when it is lower than 10GB would send a mail
Subject: MyCalls Real Time Alarm: <Alarm Name>
The free hard disk space on your system drive has fallen below 10GB (7GB)
Computer
Each computer name entered will receive a "net send broadcast message" describing the alarm
condition that has been broken.
Windows XP Service Pack 2, disables the messenger service by default. If you wish to use this
distribution method on your corporate network and you have XP Service Pack 2 installed on any of
the computers that will receive the message, you will need to discuss your requirements with your IT
department.
Chapter 14-16
Alarms
Process
Any number of external applications can be invoked when an alarm condition has been broken. The
application is passed as a single parameter the string of the alarm message. For the example above
the command line for the application would be:
pageralert.exe "The free hard disk space on your system drive has fallen below 10GB (7GB)"
This is very useful if you wish to implement some extra functionality that is not available within
MyCalls yourself. Examples of this may be that you run an application that calls a pager or sends an
SMS message to a cell phone.
Alarm Severity Levels
Not all alarms need to be problem alarms that you must act on immediately. It is useful to be given a
warning that if this persists then the problem will escalate.
MyCalls supports four levels of alarm severity:

Information

Warning

Severe

Critical
The meaning of each of these is up to the company. An example of how these may be used is when
looking at the Grade of Service. It might be useful to generate an Information alarm if the average
Grade of Service drops below 95%, a warning alarm if it drops below 90%, a severe alarm if it drops
below 85% and a critical if it drops below 80%.
Each alarm can be configured to do something different. For example, the information alarm may
send a message to each of the users. A warning alarm may send an email to a supervisor. A severe
alarm may run a report and email it to a supervisor. A critical alarm may run an external program
that has a paging interface and pages the alarm details to the President of the company.
Chapter 14-17
Alarms
Real Time Notifications
You can notify specified users of given call events (Incoming ring, Incoming call, Outgoing call) in real
time.
You can either:
Send a message to the configured users by typing in the message contents. You can use special
placeholder codes
%1% - Insert the DID present on the call
%2% - Insert the ACD queue the call was directed to
%3% - Insert the caller
%4% - Insert the extension
%5% - Insert the time the call rang before connection
Show a web page: A locally available web page can be invoked in a browser.
Go to this web address: Invoke a web URL for display in a browser.
Chapter 14-18
Alarms
Chapter 14-19
Chapter 14-20
Call Costing
Chapter
15
Call Costing
Call Costing in MyCalls can seem quite daunting at first. But in fact they can be as simple or as
complex as you wish to make them. It simply depends upon the needs of your organization.
The cost of a phone call can be broken down into four parts:
Actual cost = telephony call cost + fixed costs + handling costs + taxes
In its simplest form the telephony call cost will be the only one used as the other parts are set to
zero if they are not configured.
Profit margins can be added to each call and added to the actual cost of a call. This profit margin can
be expressed as either a fixed amount or as a percentage of the actual call cost.
For each call record the costs are broken down into three values, call cost, handling costs (which
include the fixed costs) and profit. Reports can then be run and filtered to show the information that
matches any of the three value types.
Fixed Costs
Fixed costs are costs that are allocated to capital expenditure items such as extensions and trunks.
Each type of extension and trunk can carry its own fixed cost. In addition to the cost types, an
individual extension or trunk can be assigned an additional cost ,which can be used to cover any
other costs that the type costs does not cover.
Fixed costs are not call dependant, as the cost of running an extension or a standing charge on a
trunk still applies whether there are any calls on that trunk or extension. As such these do not
appear on call detail type reports.
Editing Fixed Trunk Type Costs
Trunk types can be assigned a fixed cost. The amount entered can be specified as an amount for a
period defined as hourly, daily, weekly, monthly, quarterly or yearly. The fixed cost amount will
always apply regardless of whether or not the trunk received or made any calls and will be shown on
reports as a pro-rata figure.
Chapter 15-1
Call Costing
How To: Editing fixed Trunk type costs
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Fixed Costs’ category in the left pane of the window. This will display all available
PBXs in your enterprise. Then expand the PBX you want to configure costs for.
3) Select the ‘Trunk Type Costs’ option.
4) Click ‘Edit Fixed Trunk Type Costs’
5) You can configure the costs for the different trunk types configured on the system including
Analogue, ISDN, Private Wire, TCP/IP, and any unassigned trunks. To configure a cost for a trunk
type enter a costing value in the Cost (£) column and then select one of the costing periods from
the Cost Period column. Periods selectable are hourly, daily, weekly, monthly, quarterly and
yearly.
6) Click ‘OK’
Chapter 15-2
Call Costing
Editing Fixed Extension Type Costs
Extension types can be assigned a fixed cost. The amount entered can be specified as an amount for
a period defined as hourly, daily, weekly, monthly, quarterly or yearly. The fixed cost amount will
always apply regardless of whether or not the extension received or made any calls and will be
shown on reports as a pro-rata figure.
How To: Editing fixed Extension type costs
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Fixed Costs’ category in the left pane of the window. This will display all available
PBXs in your enterprise.
3) Click ‘Extension Type Costs’
4) Click ‘Edit Fixed Extension Type Costs’
5) You can configure the costs for the different extension types configured on the system including
Analogue Desk Phones, Analogue System Phones, Analogue User Phones, Announcement Ports,
Auto Attendant, Cordless Phones, Digital Desk Phones, IP Desk Phones, Non PBX Phones,
Operator Consoles, Voicemail and Unassigned extensions.
6) To configure a cost for an extension type, enter a costing value in the Cost (£) column and then
select one of the costing periods from the Cost Period column. Periods selectable are hourly,
daily, weekly, monthly, quarterly and yearly.
7) Click ‘OK’
Chapter 15-3
Call Costing
Editing fixed Additional Costs
Fixed additional costs are any other user configured cost that may apply to a trunk or extension
device types. This could be to include premiums for feature phones over normal phones for
example. Additional costs must be configured with a unique name. You can enter negative
additional costs that will be subtracted from any other costs. The amount entered can be specified
as an amount for a period defined as hourly, daily, weekly, monthly, quarterly or yearly.
How To: Editing fixed additional costs
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Fixed Costs category’ in the left pane of the window. This will display all available
PBXs in your enterprise. Then expand the PBX you want to configure costs for.
3) Click the ‘Additional Type Costs’ option.
4) Click ‘Edit Additional Costs’
5) This window will list all existing additional fixed costs in the system. To add a new additional
cost click ‘Add’.
6) Enter a unique name at the next screen for the new additional cost item.
7) The new additional costing item will appear in the listing of cost items.
8) Enter a costing value in the Cost (£) column and select one of the costing periods from the Cost
Period column. Periods selectable are hourly, daily, weekly, monthly, quarterly and yearly.
9) You can continue to add further additional costs or edit the existing costs.
10) To remove an additional cost item you have created, select the item from the list of additional
costs and click ‘Remove’.
11) Click ‘OK’
Chapter 15-4
Call Costing
Editing Fixed Trunk Costs
Fixed trunk costs are the total cost associated with the trunk’s type and one other user defined
additional cost if you wish to apply it also to the overall costing of the trunk.
How To: Editing fixed Trunk costs
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Fixed Costs’ category in the left pane of the window. This will display all available
PBXs in your enterprise. Expand the PBX you want to configure costs for.
3) Click the ‘Trunk Costs’ option.
4) Click ‘Edit Fixed Trunk Costs’ window.
5) This window will list all trunk line numbers along with their, names and their defined trunk type
as set through the telephone configuration or auto learned from the PBX. You can select one of
the additional costs from the drop down list which can be accessed for each trunk in the
Additional Cost column. These will need to have been previously created through the Additional
Costs under Fixed Costs.
6) Click ‘OK’
Chapter 15-5
Call Costing
Editing Fixed Extension Costs
Fixed extension costs are the total cost associated with the extension type and one other user
defined additional cost if you wish to apply it also to the overall costing of the extension. For
example you could put in an additional cost which could be applied to desk phones with a larger
screen.
How To: Editing fixed Extension costs
1) Click the ‘Costs’ option from the Configure menu or clicking the
icon on the toolbar.
2) Expand the ‘Fixed Costs’ category in the left pane of the window. This will display all available
PBXs in your enterprise.
3) Click ‘Extension Costs’
4) Click ‘Edit Fixed Extension Costs’
5) This window will list all extension numbers along with their, names and their defined device type
as set through the telephone configuration or auto learned from the PBX. You can select one of
the additional costs from the drop down list which can be accessed for each extension in the
Additional Cost column. These will need to have been previously created through the Additional
Costs under Fixed Costs.
6) Click ‘OK’
Chapter 15-6
Call Costing
Handling Costs
Handling Costs are costs that can be attributed to a call that are based on the labour costs involved
in handling it. It is also possible to add further handling costs for each account code, DID or pilot
number. These handling costs allow calls taken on different account codes, DIDs or pilot numbers to
be charged differently, which can be useful if you operate a bureau service for other companies and
wish to charge your customers differently.
The labour costs involved with handling calls still apply to incoming calls as well as outgoing calls.
The handling costs can be configured to include incoming calls as well as outgoing calls. This can be
useful to do when you wish to see the how much it is actually costing you for your staff to take
personal calls.
Editing User Costs
User Costs are the labour costs involved when employing an individual user. Each user can be
configured to have an associated user cost.
Applying a user role of "user" or "supervisor" to most users would be very beneficial if user costs are
defined, as these roles do not allow users to view or edit the configuration and hence see the
handling rates entered for each person.
How To: Editing User costs
1) Select the ‘Costs’ option from the Configure menu or clicking the
icon on the toolbar.
2) Expand the ‘Handling Costs’ category
3) Click ‘User Costs’
4) Click ‘Edit User Handling Costs’
Chapter 15-7
Call Costing
5) This window will list all users along with their job titles and organisation groups as set through
the organisation setup. In the Hourly Cost (£) column you can assign per user a pro-rata hourly
rate. You can copy a value to multiple users by right clicking the mouse button and copying,
then selecting and pasting onto the other users.
6) Click ‘OK’
Editing Handling Rules
Handling Rules are used to specify when handling costs are applied. You can choose to apply
configured handling costs to incoming answered calls, outgoing calls or both.
How To: Editing Handling rules
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar.
2) Expand the ‘Handling Costs’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the rules for.
3) Click the ‘Handling Rules’ option.
4) Click ‘Edit User Handling Rules’
5) This window will give you the option to select and apply handling costs to incoming answered
calls, outgoing calls or both. By default both options are enabled but to de select an option
remove the tick in the option box to the left of the text.
6) Click ‘OK’
Chapter 15-8
Call Costing
Editing Extension Handling Costs
Extension handling costs are used to specify pro-rata hourly rates that will be applied and charged to
an extension whilst handling a call.
How To: Editing Extension Handling costs
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Handling Costs’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the costs for.
3) Click the ‘Extension Costs’ option.
4) Click ‘Edit Extension Handling Costs’
5) This window will list all extension numbers along with their, extension names, defined device
type and extension group their associated with, as set through the telephone configuration or
auto learned from the PBX. In the Hourly Cost (£) column you can assign per extension a prorata hourly rate. You can copy a value to multiple extensions by right clicking the mouse button
and copying, then selecting and pasting onto the other extensions.
6) Click ‘OK’
Chapter 15-9
Call Costing
Editing Account Code Handling Costs
Account code handling costs are used to specify pro-rata hourly rates that will be applied and
charged for an account code whilst handling a call.
How To: Editing Account Code Handling costs
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Handling Costs’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the costs for.
3) Click the ‘Account Code Costs’ option.
4) Click ‘Edit Account Code Handling Costs’
5) This window will list all account codes along with their, account code names, and their account
code groups as set through the telephone configuration or auto learned from the PBX. In the
Hourly Cost (£) column you can assign per account code a pro-rata hourly rate. You can copy a
value to multiple account codes by right clicking the mouse button and copying, then selecting
and pasting onto the other account codes.
6) Click ‘OK’
Editing DID Handling Costs
DID handling costs are used to specify pro-rata hourly rates that will be applied and charged for a
DID number whilst handling a call.
How To: Editing DID Handling costs
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Handling Costs’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the costs for.
3) Click the ‘DID Costs option’.
4) Click ‘Edit DID Handling Costs’
Chapter 15-10
Call Costing
5) This window will list all DID numbers along with their, DID names, and their DID groups as set
through the telephone configuration or auto learned from the PBX. In the Hourly Cost (£)
column you can assign per DID a pro-rata hourly rate. You can copy a value to multiple DIDs by
right clicking the mouse button and copying, then selecting and pasting onto the other DIDs.
6) Click ‘OK’
Editing Pilot Number Handling Costs
Pilot number handling costs are used to specify pro-rata hourly rates that will be applied and
charged to a pilot number whilst handling a call.
How To: Editing Pilot Number Handling costs
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Handling Costs’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the costs for.
3) Click ‘Pilot Number Costs’ option
4) Click ‘Edit Pilot Number Handling Costs’
5) This window will list all pilot numbers along with their, pilot name, pilot type, and their
associated pilot number group as set through the telephone configuration or auto learned from
the PBX. In the Hourly Cost (£) column you can assign per pilot number a pro-rata hourly rate.
You can copy a value to multiple pilot numbers by right clicking the mouse button and copying,
then selecting and pasting onto the other pilot numbers.
6) Click ‘OK’
Location Specific Costs
Location Specific Costs are additional costs that are dependent on the location of the PBX where the
outgoing calls will be made from. These include the following:

Local Area Codes

Carrier Associations

Profit Margins

Taxes
Edit Local Area Codes
Local Area Codes are the area codes that will incur a local rate call charge. They are dependent on
the location of the PBX, and by default are governed by the area code entered for the PBX when it
was created.
The system will automatically assign the local area codes for you when the PBX is created. If,
however, these are incorrect for you then they can easily be modified manually.
Area codes must be specified without the trunk access code.
Chapter 15-11
Call Costing
The list of local area codes can also be imported from a file, which can be easier if you have the
information available from another source. The format of the file is very straight forward, one area
code on one line followed by carriage return
1270
1260
1606
United Kingdom Local Area Codes
The United Kingdom defines its local area codes by the area codes that are adjacent to the one that
is specified for the area code of the exchange the PBX is connected to.
How To: Editing Local Area codes
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Location Specific’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the costs for.
3) Click the ‘Local Area Codes’ option
4) Click ‘Edit Local Area Codes’
5) The displayed area codes are those that can be dialled from the location of the PBX incurring just
a local charge. You can add a new local number by clicking ‘Add’ or import a local number by
clicking ‘Import’
6) Click ‘OK’
Chapter 15-12
Call Costing
Edit Carrier Associations
Carrier associations are the rules by which the correct carrier for each outgoing call type is
determined. A carrier can be directly specified which means that the same carrier will always be
used for those types of call, or least cost routing could be specified which means that the carrier will
be automatically selected using the least cost routing digits. If least cost routing is specified as the
carrier but no match is found in the least cost routing numbers then the call will not be costed.
How To: Editing Carrier associations
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Location Specific’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the costs for.
3) Click ‘Carrier Associations’ option.
4) Click ‘Edit Carrier Associations’
5) This window will list all the call types used by the system and for each call type the carrier being
used to provide the costing information. You can select pre-installed carrier information which
by default will include BT Business and Least Cost Routing. If additional carriers are required
then they will have to be configured through the carrier setup screen.
6) Click ‘OK’
Chapter 15-13
Call Costing
Edit Profit Margins
A profit margin can be applied to a call for each class of call type. The profit margin is calculated
after the call costs and handling costs have been applied. The margin can be specified as either a
fixed amount or as a percentage of the total cost.
How To: Editing Profit Margins
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Location Specific’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the costs for.
3) Click the ‘Profit’ option.
4) Click ‘Edit Profit Margins’
5) This window will list all the call types used by the system and for each call type you can enter a
‘Profit’ value in the Profit column. Then you can select from the ‘Apply as’ column whether you
want to apply the profit as a percentage of the calls total cost or as a fixed amount.
6) Click ‘OK’
Chapter 15-14
Call Costing
Edit Taxes
The taxes that are applied to calls are intended to be used when invoice styled reports are generated
to be used to bill external customers. The cost of a call that is subject to taxes is the call cost +
handling cost + profit. Up to four separate taxes can be defined and are added together and applied
to all calls.
How To: Editing Taxes
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Location Specific’ category in the left pane of the window. This will display all
available PBXs in your enterprise. Expand the PBX you want to configure the costs for.
3) Click the ‘Taxes’ option.
4) Click ‘Edit Taxes’
5) This window will give you four entries to define four separate taxes. You can provide a
description for each tax entry and also the rate of taxation as a percentage.
6) Click ‘OK’
Carriers
Carriers are also known as operators, and are the telephone companies that provide the telephone
service to your company. It is possible to have multiple carriers supply a single company. Each carrier
is responsible for connecting one or more types of calls. It is quite common to have one carrier
supply your local calls and another that supplies your national calls.
If when you make a call you do not prefix the number you are dialling with another series of digits,
then you will be using Carrier Pre-Select where the carrier is set for that type of call at the exchange.
If you prefix the number you are dialling with another series of digits, then you will most likely be
using Least Cost Routing. It is possible to have several Least Cost Routing carriers handle calls for the
same call type. The carrier used is determined by the prefix entered before the number.
MyCalls supports both Carrier Pre-Select and Least Cost Routing, and any number of carriers can be
configured.
Chapter 15-15
Call Costing
Add a New Carrier
How To: Add a new Carrier
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Select the ‘Carriers’ option.
3) Click ‘Add Carrier’ in the right pane.
4) In the window that appears you can enter a name for the carrier, the country and the least cost
routing digits. You can enter multiple sets of least cost routing digits by separating with a comma
and leaving no spaces.
5) Click ‘OK’
Import a Carriers Settings
You can use the import carrier wizard to import a carrier and its settings from a previously exported
or created carrier file.
Chapter 15-16
Call Costing
How To: Import a Carriers setting
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Select the ‘Carriers’ option.
3) Click ‘Import Carrier’ in the right pane
4) You will be presented with a screen that allows you to browse to the carrier configuration file
saved in a location on the local computer or a network location. If the carrier details in the file
already exist the carrier in MyCalls will be updated otherwise a new carrier will be created and
listed under the Carriers area of the Configure Costs window.
5) Click ‘OK’
Edit an Existing Carrier
You can use the edit carrier wizard to modify the country the carrier is in and the least cost routing
digits the carrier uses.
Chapter 15-17
Call Costing
How To: Editing an existing Carrier
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Click ‘Carriers’
3) Select the carrier you wish to edit e.g. BT Business
4) Click ‘Edit Carrier’ in the right pane.
5) You can change the name, modify the country the carrier is in and modify the least cost routing
digits the carrier uses. You can enter multiple sets of least cost routing digits by separating them
with a comma, but leaving no spaces.
6) Click ‘OK’
Delete a Carrier
You can delete an existing carrier at any time by following this procedure:
How To: Delete a Carrier
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Carriers’ option and select the carrier name of the configuration you want to delete.
3) Click ‘Delete Carrier’
4) You will be asked to confirm deletion.
5) Click ‘Yes’ to confirm, ‘No’ to cancel
Duplicate a Carrier
You can duplicate an existing carrier in order to customise its configuration settings but leaving the
original configuration as it is.
Chapter 15-18
Call Costing
How To: Duplicate a Carrier
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Carriers’ option and select the carrier name of the configuration you want to
duplicate.
3) Click ‘Duplicate Carrier’
4) Click ‘OK’
Carrier Costing Periods
Carriers offer different tariffs for calls dependent on the time of day the call was made. The number
of time bands provided by a carrier varies from carrier to carrier though there is usually some form
of daytime, evening and weekend rate. The daytime rate tends to be more expensive as that is when
most business calls are made.
The time bands used by carriers never overlap and together they must cover a complete week.
MyCalls can have any number of time bands for a carrier. The system will automatically check if
there are any overlapping time bands and flag an error if any overlap.
Chapter 15-19
Call Costing
How To: Editing Costing Periods
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Carriers’ option and select the ‘Costing Periods’ option under the carrier you want
to configure the settings for.
3) Click ‘Edit Costing Periods’
4) In this window by default you will have periods pre-defined for Daytime, Evening, Morning and
Weekend. You can modify the values for each period including the period start time, period end
time and the days the costing period will apply on. To change the days, click the box in the
column of the day you want to configure and if a tick is filled then the day is enabled otherwise
the day is excluded from the period.
5) You can add further costing periods by clicking the ‘Add’ button which will prompt you to
provide a unique name for the new period.
6) Enter the new costing period name and click ‘OK’. The new costing period will now appear in the
Editing Costing Period window for you to configure the period values as explained earlier.
7) If you want to remove a costing period then simply select it from the list to highlight it and click
‘Remove’. You will not be prompted to confirm and the costing period will be deleted from the
system
8) Click ‘OK’
Carrier Rates
Carrier Rates are the calculations used by carriers to determine the cost of a call.
MyCalls has two types of carrier rates, System and User defined. The system defined rates are Local,
National, International and Special Numbers. These rates cannot be deleted and by default, calls will
be costed according to these rates when a carrier is added. It is quite rare that carriers will have such
a simplistic costing structure and the user is generally required to create rates that match those
provided by their carrier.
When adding a new carrier rate, make sure the costs have been entered into all of the periods,
otherwise calls in those periods will be costed at nothing.
Chapter 15-20
Call Costing
If the tariff has only one price and it does not vary by the length of the call then you must use the
‘There after’ charging period.
How To: Add or Import a new Carrier Rate
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Carriers’ option and select the ‘Carrier Rates’ option under the carrier you want to
configure the settings for.
3) Click ‘Add or Edit Carrier Rates’
4) To add, click ‘Add’ and enter a name for the carrier rate
5) To Import, click ‘Import’ and select the file you wish to import
6) Click ‘OK’
Chapter 15-21
Call Costing
How To: Delete a Carrier Rate
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
2) Expand the ‘Carriers’ option and select the carrier name of the configuration you want to delete
3) Select the ‘Carrier Rates’ option under the carrier you want to configure the settings for.
4) Click ‘Delete Carrier Rates’
5) Select the carrier rates you wish to delete. You can select multiple carrier rates by holding down
control (Ctrl) while you select with the mouse.
6) Click ‘OK’
How To: Edit Carrier Rates
1) Select the ‘Costs’ option from the Configure menu or click the
icon on the toolbar
Chapter 15-22
Call Costing
2) Expand the ‘Carriers’ option and select the carrier name of the configuration you want to edit
3) Select the ‘Carrier Rates’ option
4) Click ‘Add or Edit Carrier Rates’
5) To edit the carrier rate you can select the row (as shown above) and edit by selecting each
column and altering the data.
6) Alternatively, you can click the ‘Edit...’ button to the right of the carrier rate you want to edit.
7) The ‘edit a carrier rate’ window appears, where you can alter the rate name, period name,
minimum costs, initial cost, first and second charging periods and thereafter charging periods.
You can select whether the charges are fixed or not.
8) Click ‘OK’
Chapter 15-23
Call Costing
Chapter 15-24
Agent Control
Chapter
16
Agent Control
Agent Control and Automatic Call Distribution (ACD)
Agent-Control allows you to manage which agents are made available to handle incoming calls, from
ACD queues within your organisation.
Agent Control and ACD will enable you to do the following:




To ensure calls are distributed fairly, so that no individual is overloaded whilst others are
kept idle
Allow members of a lightly loaded department can assist a heavily loaded department on
demand
Agents can be empowered to log onto call queues as necessary
Reasons and times when agents are unavailable can be recorded
Users can be grouped together according to their primary skills and automatically logged on to the
appropriate queues when required
Because call volumes can vary enormously throughout the day, you will need to be able to respond
quickly to fluctuations in requirements. Agent Control is one way you can do this directly from your
MyCalls screen.
Call Queues
Call queues are queues within the PBX switch which can hold incoming calls.
Prior to being placed in a queue a call may go via one of the following routes.



The call is answered by an auto-attendant which will direct the call to the most appropriate
queue by asking the caller to enter a series of digits from the handset
The caller may have dialled a DID number which is automatically associated with a call queue
A live receptionist may route your call to a queue using a Pilot number
A queue can be in the form of either a Hunt-Group or an ACD queue.
Hunt groups are a defined set of extensions which will respond to calls in either a collective ring (all
phones ringing simultaneously) or a sequential ring (each phone rings in turn). Collective rings can
lead to indecisiveness if more than one agent is available. Sequential rings can lead to longer wait
times as the call has to wait at each extension in the group in turn.
Chapter 16-1
Agent Control
ACD queues are more sophisticated and allow calls to be routed according to a set of well defined
rules. In general the rules will route calls to an appropriate extension based on who has been idle
the longest within the group. Each ACD group consists of a number of agents who can log on and off
the queues as required. In addition agents can be allowed to log onto more than one queue at a
time and can enter a variety of states such as unavailable or wrap-up when they are busy with other
activities.
MyCalls manages Agent control at various levels





Linking users to queues appropriate to the user’s skill-set or other criteria
Associating a user with a pin code
Associating user’s within an ACD group with a set of unavailable codes
Providing real time information regarding queue status
Reporting on performance
Operating Agent Control
The agent control toolbar is displayed as a separate movable toolbar and provides the following
functions.
Login: Allows a user to login to one or more queues. The queues available from the drop down menu
will show the queues configured for that user. The user can elect to login to specific queues or all
login queues marked as primary queues for Agent Control group to which a user belongs.
When a user logs in they will be prompted for the number of the extension which thay are currently
using. This allows the ACD system to correctly locate the user when routing calls.
Logout: logout of one or more queues.
Wrap-up Start/Stop: A user can enter wrap-up or exit wrap-up state. The icon toggles state when
clicked.
Chapter 16-2
Agent Control
Unavailable: A user can specify that they are unavailable and select an unavailable code
Options: Options to set the following:



Lock Toolbar
Always keep the toolbar on top of other windows
Set visible tool-buttons and shortcut keys
Viewing Agent activity
Prerequisites: For the queue status described below to show any activity you will need to have
configured users for Agent control and users must have logged in. For our example we have created
Chapter 16-3
Agent Control
an ACD queue called sales and allocated two users to that queue Mark and John. See later in this
section for details regarding configuration of the queues and users.
To view queue activity you will need to configure a real time queue status window. Full details of this
are described in the Real time status section of the manual but a summary is described here.
From the MyCalls menu select View->Real time information->Real time status->DID Status->Queue
Status
Select the ‘Detailed’ view and click ‘OK’
A queue status window will be displayed on the screen showing the current status of any users
logged into the queue.
Call States
As calls are made to the incoming pilot number the activity of the users can be viewed. The possible
states are
Available
Off Hook
Hold
Chapter 16-4
Agent Control
Incoming
Ringing
Other ACD: A user is on a call from another ACD queue than the one which You are logged into. This
is useful if you as a department manager want to know that a user is busy on another call and that
the calling party is legitimate
Non ACD: this could be an intercom call or a personal call etc
Chapter 16-5
Agent Control
Unavailable: shows which users are unavailable and why
Wrap up: The user has finished a call and is wrapping up the call details
Agent control configuration
There are several steps to configuring ACD and Agent control
1. Set up users: Users will need to be assigned a default extension, and a user role (See user
configuration for details)
2. Assign the users an ACD login/pin code: This allows the users to log in to the phone system
via MyCalls and makes them available to answer calls. The Login code is an arbitrary code
assigned to each user which informs the phone system to make a logical link between a user
and their current extension. This means that when a queued call is to be routed the users
associated with that queue can be correctly located.
3. Configure ACD queues: Via the Pilot number configuration
4. Configure Unavailable codes: Identifies a set of unavailable codes which can then be
assigned to an agent control group. Only available users can take calls therefore the ACD
system needs to be aware if users are available or not at any time.
5. Configure the Agent control: Assign users and ACD queues to Agent control groups so that
the users can be associated with a given queue or set of queues. This allows a given user to
automatically login to one or more queues
6. Configure a real time status window: To view the queue status as described in the previous
section
Set up users
Users are created within the MyCalls environment and you must be logged in as a user in order to
run the MyCalls application. Users can be given different roles and privileges within the application.
For more detailed information about users see the relevant section of this manual.
Dynamically associating a User with an extension
In order for staff members to log into and out of ACD queues we must relate our staff members
(users) with the extension that they are currently using. Relating a user to an extension is
accomplished via the login/pin code configuration is also covered in the Device Configuration section
in this manual.
Chapter 16-6
Agent Control
Creating ACD queues using Pilot numbers
Within MyCalls Pilot numbers and ACD queues are effectively synonymous. In order to define an
ACD queue we create a Pilot number and assign it a type of ‘ACD Queue’. The screenshot here shows
2 queues have been created, ‘sales’ and ‘returns’.
Unavailable Code configuration
There are two areas where Unavailable codes are configured. Firstly you need to define the
Unavailable Codes. In order to use these codes you will need to define sets of Unavailable Codes
which can be applied to different groups of ACD users.
How To: Creating/Editing Unavailable Codes
1) Select Configure->Telephone System->Unavailable codes from the menu
Chapter 16-7
Agent Control
2) Select ‘Create or Edit unavailable Codes’
3) From the list of codes click ‘Edit’ Or click ‘Add a new Unavailable Code’
4) In the dialog enter Code Number, Name and a Short name (2 digits)
5) Click ‘OK’
Creating Unavailable Code groups
It is important to keep track of who is available to answer calls at any given time. Equally it is
important to be aware of the current status of any staff currently unavailable. Unavailable codes
Chapter 16-8
Agent Control
enable us to do this. When a member of a team becomes unavailable they must specify a reason via
the unavailable code selection from their agent control toolbar. One problem that may be
encountered is that of providing different sets of unavailable codes for different groups of staff.
Supervisors for example, may be able to attend meetings or review calls whereas telesales staff may
not. To accommodate this requirement we can create groups of unavailable codes.
Typical group settings may be:
Supervisors Codes: Break, Refreshments, Meetings, Call Query
Sales Agents Codes: Break, Refreshments, Call Parts Dept
How To: Creating / Editing an Unavailable Codes group
1) Select Configure->Telephone System->Agent Control->Unavailable Code Groups from the menu
2) Select ‘Create an Unavailable Code group’
3) Enter the name of the new Unavailable Code group in the dialog
4) Click ‘OK’
5) The new group will be added to the Unavailable Code menu
Chapter 16-9
Agent Control
6) Select the newly created group and select ‘Edit Unavailable Code Group configuration’
7) From the list of Unavailable Codes select the ones to include in your group by clicking the
appropriate ‘Included’ checkbox. The codes selected will be the only codes a user allocated to
this Unavailable Codes group can choose from.
8) Click ‘OK’
Creating Agent Control Groups
Associating users with ACD queues is accomplished via the ‘Agent Control’ group configuration. We
create an ‘Agent Control’ group to identify a group of users and associate them with a set of ACD
queues and ‘Unavailable Code’ groups. A given user can only be a member of one ‘Agent Control’
group but that group can be associated with several ACD queues. An ACD Queue can be included in
as many ‘Agent control’ groups as required.
Chapter 16-10
Agent Control
How To: Creating an Agent Control group
1) From the Agent Control menu select ‘Create or Edit an Agent Control Group’
2) Either click ‘Edit’ for a group you want to modify or click ‘Add a new Agent Control group’
3) Specify a name for the group
4) Select users to include in the group, type part of the users name for the user(s) to appear in the
available box and click ‘Add’ to move the user to the included users box NB: Any user can only
belong to one Agent Control group, you will get a warning message if the user already belongs to
another group asking if you wish to move the user to this new group. If you click ‘Yes’ the user
will be removed from the other group
Chapter 16-11
Agent Control
5) Select the required ACD queues from the Available list and add them to the Included ACD
Queues list.
6) Select the ‘Unavailable Code Group’ appropriate for this group of users
7) Select whether to ‘Allow user login’, ‘Allow User Unavailable’, ‘Allow User Wrap-up’. These
options limit these options for users within this Agent Control group.
8) Click ‘OK’ to save your settings.
That should complete the Agent Control configuration and you should now be able to log into the
ACD system.
Chapter 16-12
Reporting
Chapter
17
Reporting
MyCalls provides a comprehensive reporting facility. The reports can be run manually or scheduled
and automatically distributed. Whilst having on screen statistics is useful for daily activities for more
detailed planning and monitoring you need to use the reporting engine.
When to run reports
MyCalls offers a large selection of pre-defined reports that can be configured to look at every aspect
of your call usage. There are two main types of report, Lists and Summaries. A list report will display
individual call details, showing the time, date, CLI and other information relating to the call. A
summary report will display the number of calls totalled up as well as other statistics. The reports
can be easily renamed, copied and customised.
Selecting which reports to run
Reports can be either run in an ad-hoc manner where they are configured and run as they are
required or as a saved report item. Saved reports can be run on demand or grouped together and
run as a report schedule at a specified time
Creating and Using Report items from a template
Report templates are the definitions that form the basis of all reports. The report templates are
organised into categories of:




Availability: Used in conjunction with ACD to track the availability of users
Performance: Used to show general performance indicators such as grade of service and
responsiveness.
System: Details alarms, audit logs, auto configured devices and unused or infrequently used
devices
Usage: Wide ranging reports showing phone system usage grouped and filtered by any
combination of parameters. Reports can contain itemised details or summarised data.
Chapter 17-1
Reporting
The actual report templates are as follows
Availability


Unavailable codes
User availability
Performance


Grade of service
Response times
System




Alarms Raised
Auto Configured devices
System Audit
Unused devices
Usage








Call Summary
Call Details
Call Type Summary
Group Summary
For each member
Time Profile
Top Calls
Trunk Utilisation
The Usage reports also provide a set of custom reports which allow you to configure the result
columns of the report to suit your requirements. Custom reports are available for:




Call Details
Group Summary
Group Summary for each member
Group Summary profile
Running a report Template
Quick tip:
Whilst you can configure and run a report template directly it is not the recommended approach.
The correct way to configure a report is to take a report- template and save it as a report item first.
This allows you to configure a variant of the template with specific configuration parameters. The
report can then be rendered at any time.
Chapter 17-2
Reporting
How To: Run a Report Template immediately
1) You can do this by clicking the ‘Configure and Run Now’ link in the right pane of the reporting
area. You will have first had to select the relevant report you wish to run in the left pane of the
configure reports window to make it the active report.
2) You will then need to configure the reports options before the report will be run and displayed
in the report viewer.
Using Report Items
Report Items are report templates that have been configured and saved. They are created from the
‘Create Saved Report Item’ option from the report template. Each report item must be uniquely
named and once created they can be:




Run in the same way as a template report
Edited
Deleted.
Placed into report schedules and run at a predefined time
By default, MyCalls, when installed, will have a number of pre-configured report items available to
be run. The report items available will depend on the version of MyCalls being run, being either the
Basic or Call Manager version.
Pre defined Report items
Custom Reports
Daily Agent Activity: Provides a summary set of values for all agents of a group for any given type
of device. The information included on the report is user selectable, along with the headings and
widths of the columns used to display the information.
Chapter 17-3
Reporting
Daily Costs by Telephone Number: Provides a list of detailed calls that are grouped by a specified
device type, such as extension or account code. The report can be further filtered so it only applies
to a certain range of devices such as a specific extensions group or organization group. The
information included on the report is user selectable, along with the headings and widths of the
columns used to display the information.
Daily Incoming Abandoned Calls: Provides a list of detailed abandoned calls that are grouped by a
specified device type, such as extension or account code. The report can be further filtered so it only
applies to a certain range of devices such as a specific extensions group or organization group. The
information included on the report is user selectable, along with the headings and widths of the
columns used to display the information.
Chapter 17-4
Reporting
Daily List Misdialled Outgoing Calls: Provides a list of misdialled outgoing calls that are grouped
by a specified device type, such as extension or account code. The report can be further filtered so it
only applies to a certain range of devices such as a specific extensions group or organization group.
The information included on the report is user selectable, along with the headings and widths of the
columns used to display the information.
Daily List of Personal Calls: Provides a list of personal calls that are grouped by a specified device
type, such as extension or account code. The report can be further filtered so it only applies to a
certain range of devices such as a specific extensions group or organization group. The information
included on the report is user selectable, along with the headings and widths of the columns used to
display the information.
Chapter 17-5
Reporting
Daily Incoming Performance: Provides a summary of incoming call performance. The information
included on the report is user selectable, along with the headings and widths of the columns used to
display the information.
Daily Outgoing Call Performance: Provides a summary of outgoing call performance. The
information included on the report is user selectable, along with the headings and widths of the
columns used to display the information.
Chapter 17-6
Reporting
Daily Summary of ACD Group performance: Provides a summary of ACD performance. The
information included on the report is user selectable, along with the headings and widths of the
columns used to display the information.
List: All Abandoned Calls: Provides a list of abandoned calls that are grouped by a specified device
type, such as extension or account code. The report can be further filtered so it only applies to a
certain range of devices such as a specific extension group or organization group.
Chapter 17-7
Reporting
Monthly Reports
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List: Most Dialled Numbers: Provides a list of numbers that were most frequently dialled or
answered. The list can be filtered to a specific type of call such as incoming or abandoned, or to
devices such as the extension group that handled the call or the trunk group. All the device types
can be used to provide very detailed filtering. The results can then be ordered by the total length
of calls for that number, the call cost for the number or the call handling cost for that number.
List: Most Frequent Incoming Callers: Provides a list of callers that were most frequently dialled
or answered. The list can be filtered to a specific type of call such as incoming or abandoned, or
to devices such as the extension group that handled the call or the trunk group. All the device
types can be used to provide very detailed filtering. The results can then be ordered by the total
length of calls for that number, the call cost for the number or the call handling cost for that
number.
Summary: All Calls: Provides a summary of the volumes and handling times of different call
types for any given type of device.
Summary: All Calls by Costing Type: Provides a summary of the volumes and handling times of
different call types for any given type of device.
Summary: All Calls by Extension: Provides a summary of the volumes and handling times of
different call types for all the members of a group for any given type of device grouped by
extension usage.
Summary: All Calls by Trunk: Provides a summary of the volumes and handling times of
different call types for all the members of a group for any given type of device grouped by trunk
usage.
Weekly Reports
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List: Most Dialled Numbers: Provides a list of numbers that were most frequently dialled or
answered. The list can be filtered to a specific type of call such as incoming or abandoned, or to
devices such as the extension group that handled the call or the trunk group. All the device types
can be used to provide very detailed filtering. The results can then be ordered by the total length
of calls for that number, the call cost for that number or the call handling cost for that number.
List: Most Frequent Incoming callers: Provides a list of callers that were most frequently dialled
or answered. The list can be filtered to a specific type of call such as incoming or abandoned, or
to devices such as the extension group that handled the call or the trunk group. All the device
types can be used to provide very detailed filtering. The results can then be ordered by the total
length of calls for that number, the call cost for that number or the call handling cost for that
number.
Summary: All Calls: Provides a summary of the volumes and handling times of different call
types for any given type of device.
Summary: All Calls by Costing Type: Provides a summary of the volumes and handling times of
different call types for any given type of device.
Summary: All Calls by Extension: Provides a summary of the volumes and handling times of
different call types for all the members of a group for any given type of device.
Summary: All Calls by Trunk: Provides a summary of the volumes and handling times of
different call types for all the members of a group for any given type of device.
Daily Reports
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List: All Calls: Provides a list of detailed calls that are grouped by a specified device type, such as
extension or account codes. The report can be further filtered so it only applies to a certain
range of devices such as a specific extension group or organization group.
List: All Calls by Telephone Number
List: All Calls to Voice Mail
Chapter 17-8
Reporting
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List: All Outgoing Calls
List: Calls to International Numbers
List: Calls to Mobile Numbers
List: Calls to Special Numbers (Premium)
List: Calls Under 1 Minute Long
List: Call Costs by Most Expensive Call: Provides a list of calls that are ordered by their duration,
call cost, handling cost, ring or held times and above a certain level, such as calls over ten
minutes long. The report can be further filtered so it only applies to a certain range of devices
such as a specific extension group or organization group.
List: Grade of Service: Provides a list of the 30 minute interval periods that did not meet the
specified grade of Service.
List: Most Dialled Numbers: Provides a list of numbers that were most frequently dialled or
answered. The list can be filtered to a specific type of call such as incoming or abandoned, or to
devices such as the extension group that handled the call or the trunk group. All the device types
can be used to provide very detailed filtering. The results can then be ordered by the total length
of calls for that number, the call cost for that number or the call handling cost for that number.
List: Most Frequent Incoming Callers
Summary Profile: All calls by Half Hour: Provides a summary of the volumes and handling times
for any collection of device groups, split into time intervals.
Summary profile: ANS/ Abd Calls by Ring Time: Lists the number of calls that have a time
parameter within a specified time period. By using a Ring Time Parameter on abandoned calls
this report can show at what point most callers abandon their calls.
Summary: All Calls by Account Code: Provides a summary of the volumes and handling times of
different call types for all members of a group for any given type of device.
Summary: All Calls by ACD Group
Summary: All Calls by Agent
Summary: All Calls by DID
Summary: All Calls by Extension
Summary: All Calls by trunk
Summary: All Calls by Costing Type: Provides a summary of the volumes and handling times of
different call types for any given type of device.
Summary: All Incoming Calls
Summary: All Outgoing Calls
Summary: Overflowed Calls by ACD Group
Summary: Grade of Service: Provides a summary of the percentage of 30 minute intervals for
which the Grade of Service exceeded a specified value.
Usage: Trunk usage by Half Hour: Lists the number of trunks that were concurrently busy for
each interval. The total duration of all the calls for that time interval and a percentage of the
trunks busy against the number of trunks available are also shown. This report allows you to
identify times where your lines are being used most and whether you have too many or too few
lines available.
Chapter 17-9
Reporting
Using Report items
How To: Creating a Report item
1) Select ‘Report Template’ on the left side of the configure reports window
2) Select ‘Create Saved Report Item’ in the right pane. You will be asked to provide your report with
a name and choose a destination directory to save the report in. You can choose a pre defined
report group from the drop down list or you can enter a new report group manually.
3) Next you will need to configure the report options before the report item will be saved and
available to run from the report group you saved it in.
How To: Editing a Report item
1) Each report item can be edited as required and the resulting changes saved
2) Open the report item by clicking ‘Edit Report item’
3) Go through the report wizard and make the required changes to the report
4) Click ‘Finish’
5) Your changed have now been saved
6) If the changes to the report are extensive it is recommended that you copy the report item first
and then rename the copy and edit that.
Chapter 17-10
Reporting
How To: Creating a Report item group
1) Click ‘Reports’
2) Click ‘Report Items’ on the left side of the configure reports window
3) Select the item you wish to create a group for e.g. Daily Agent Activity
4) Click ‘Change Group’ in the right side of the configure reports area
5) Enter the name of the new group you wish to create
6) Click ‘OK’
How To: Moving a Report item to a different group
1) Click ‘Reports’
2) Click ‘Report Items’
3) Select the item that you wish to move
4) Click ‘Change Group’ in the reports configuration area
5) Select the group you wish to move the item to from the drop down menu
6) Click ‘OK’
7) The item will now be in the new group
Chapter 17-11
Reporting
How To: Copying an existing Report Item as the basis for your new Report
1) Click ‘Reports’
2) Click ‘Report Items’
3) Click ‘Copy Report Item’
4) Enter the report name e.g. Daily Incoming Performance
5) Click ‘OK’
6) The report will have been copied.
How To: Customising a copied Report item
1) Click ‘Reports’
2) Expand ‘Report items’
3) Select the item that you wish to customise, e.g. Daily Reports - ‘List: All Calls to Voicemail’
4) It is recommended that you copy the report item first. Click ‘Copy Report Item’
5)
This item, once copied, will appear in the list. Select this newly copied report to edit.
6) Click ‘Edit Report Item’
7) A new window will open where you can change the settings. Click ‘Next’ to navigate through and
click ‘Finish’ when you have made the changes.
How To: Deleting a Report item
1) Click ‘Reports’
2) Click ‘Report Items’
3) Select the item you wish to delete
4) Click ‘Delete Report Item’
5) Click ‘Yes’
Chapter 17-12
Reporting
General operations for configuring report templates and report items
In order to create a report item you will need to configure the report so it renders the information
you require. There are a number of steps involved and the exact sequence is dependent on the
specific report and also on the selections you make during the configuration process. There are a
number of operations common to many of the report templates and these operations such as
setting the reporting period, filtering etc are described generally below. All configurations of reports
are accomplished via the report wizard.
The Report wizard
Creating and editing report items will involve using the report wizard. The wizard takes you through
various pre-defined steps and allows you to construct your report. Each step deals with a distinct
aspect of producing the report and whilst the details of each step will vary, dependent on the
specific report being produced, the general type of information, being configured, falls into the
following categories:
Reporting period
Defines the period for which the report collates data. This can be for as small a period as a few
hours to a complete report covering a year or more.
Grouping
Define the way in which the report groups the results. For example you may wish to break down
your report by extension or extension group, you may wish to break down the report by grouping
together calls of a specific type such as outgoing or incoming.
Consolidation of transferred calls
Each segment of a transferred call (either incoming or outgoing) can be logged as a separate
statistic. When viewing a call as a whole it may be preferable to collect all the call segments and
present the call statistics as a single call. This allows you to decide which way you want to see the
call statistic for transferred calls
Filtering
When setting up a report you usually don’t want to see all the possible information relating to a
particular aspect of the call data. If you are viewing extension statistics for example you might want
to see only a particular range or group of extensions or even an individual extension. To accomplish
this you can specify a set of filters for the report. The exact filtering available depends on the type of
report being generated.
The initial filter screen will allow you to specify groups of devices or data that you wish to filter on.
When you have done that you will then be presented with a series of screens which allow you to
specify detailed filtering information.
Quick tip:
Detailed reports covering long time periods can resul t in delays whilst the reports are generated.
Scheduling these sorts of reports to run out of hours is recommended.
Chapter 17-13
Reporting
Setting the Reporting period
The reporting period is defined as the first stage of the report creation wizard. There are various
parameters available dependent on the complexity of the required report. The different forms
presented by the wizard can include the following settings.
Basic Time and Date Entry
You will be presented with the options to select a ‘Regular’ period or a ‘Custom’ period.
Regular: Select the report period from the drop down menu e.g. this week, last week etc.
Custom: Specify the Start/End date and times. Clicking on the Date displays a calendar control to
make selection of Dates easier.
Chapter 17-14
Reporting
Include calls for the following days: A series of check boxes allowing you to select which days of the
week are included in the report.
Define periods: Certain reports allow the setting of up to two periods e.g. 9:00 – 12:00, 14:00 –
18:00. This allows you to include or exclude certain periods during the day e.g. Shift periods, Lunch
breaks etc.
Limiting the report length
You may specify the maximum number of records a report can contain or specify that you wish to
see all records matching the criteria defined in the report configuration. To limit the number of
items simply type the number of records into the textbox.
Ordering Results
You can specify how you wish the results ordered in the report. Specifying ‘Time of call’ for instance
will display your results in order from the earliest time through to the latest time; alternatively
specifying ‘Duration’ would display calls from the shortest to the longest call.
Chapter 17-15
Reporting
Grouping results
Grouping results allows you to specify which results need to be kept together in the report. The
grouping options depend on the type of report being produced.
Example: Grouping by extension
You wish to report on extensions showing the number of calls made by each extension within a
certain group. Group by extension which means that each extension will be shown with all the calls
associated with that extension listed in a group below it.
Extension 2462 is shown with two calls, 2471 has 1 call, 2578 has 2 calls and 2541 has 4 calls. Calls
are ordered by ascending ‘time of call’ (earliest first).
Types of Grouping screens found in the reporting wizard
Different report templates provide varying levels of grouping complexity or format dependent on
the type of report. The simplest type of grouping comprises a drop down menu of device types.
More complex reports allow you to select the device and select groups and types of device.
Grouping in ‘Call Detail’ reports
The simplest type of grouping allows you to select the grouping item from a drop down menu.
Chapter 17-16
Reporting
Grouping in ‘Group Summary’ reports
More advanced grouping gives you the option to select a group of devices, Extensions, DDIs etc and
then pick from the list of groups defined for that device. If you select Pilot Numbers for example
then a list of the Pilot groups will appear from which you may select one or more for grouping
purposes.
Filtering results
Setting the filter groups
To ensure the reports you are configuring only produce the information you require you will need to
apply filters to the results.
Filters allow only the specified information to be processed in the final report.
For example you may want to produce a report grouped by class of call i.e. incoming, outgoing etc
but only detailing the calls to and from the sales department. To accomplish this you would specify a
call detail report specifying the class of call i.e. Incoming, Outgoing etc, as the grouping field but
applying an extension group filter and selecting the sales group in the filter details.
Chapter 17-17
Reporting
Setting filters is a two stage process
1. Specify which devices, users, call types etc you wish to apply filters to
2. Select the detailed information for each of the types of filtering selected in stage 1. Each of
the device filters defined in the first stage will cause a detail filter screen to be displayed.
This detailed screen will appear as part of the sequence of screens for configuring the report
and will present you with the detailed information appertaining to that device. For example
the screenshot shown below illustrates the detailed selections for extension devices.
The detailed filter screens are similar in operation. You choose which groups of device to include in
the report and /or individual devices to include in the report. So in the example above you could
include a complete group or a single extension. Any items not included in the filter are excluded
from the report.
Chapter 17-18
Reporting
Deleted devices
The option to include deleted devices enables correct reporting of historical data In the event that a
report is required for some period in the past and devices had been deleted since then.
Including an individual device
With reference to the screenshot above, type a part of the extension you wish to include until you
can locate the extension(s) required from the individual extension list. Select the extension(s)
required and click the Add button. The extensions to be included in the report will appear in the
right hand, ‘Included Extensions’ box. Click the remove button to remove the extensions if they are
not required.
Specifying Call types to include in a report
Many of the report templates allow you to specify call types for inclusion in the reports. This means
you can analyse only incoming call types or only outgoing call types or even down to specific types of
call such as incoming abandoned, outgoing transferred etc.
For more detail on available call types see the detailed list in Appendix A.
You can select the call types from the list of ‘Call Types to Include’. This list includes a breakdown of
all the possible call types available or you can simplify the list by deselecting the ‘Show Advanced call
types’ checkbox
Alternatively you can select the three basic call types; Incoming, outgoing and internal by checking
the appropriate ‘Call Type Group’ checkbox.
Configuring the call types for comparison
When configuring reports which compare call types for specified intervals (see next section) you are
asked to provide call type information for two sets of call types. This is exactly the same procedure
as for defining call types described above (see ‘Specifying Call types to include in a report’) with the
additional requirement to select two sets of call type. Typically you might want to compare incoming
versus incoming abandoned or incoming versus outgoing.
Chapter 17-19
Reporting
The available MyCalls usage reports include:
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Detail and summary reports
Time distribution and profiling
Frequent calls
Top Calls
Trunk Utilisation
Custom reports
Standard Report
For the purposes of this manual a basic report configuration would contain one or more of the
following configuration steps.
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Reporting period
Grouping
Ordering
Transfer Consolidation
Filtering
Call type selection
Most reports contain these steps plus in most cases additional report specific screens. These
standard configuration steps are explained in the previous section. The following sections describe
the specific report templates and any special report specific configuration screen.
Availability Reports
User Availability
Displays a summary of number of times and average time spent in various states:
Logins, On-Call, Wrap Up, Unavailable, DND
Chapter 17-20
Reporting
User Availability - Detail
This report provides a more detailed chronological report of the various states of availability on a
per-user basis.
This report shows a profile of various availability states at defined time intervals. Time intervals can
be set to multiples of the following:
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Minute
Hour
Day
Week
The example screenshot has a reporting period limited to the hours of 09:00 – 18:00 with a time
interval of 1 hour. If the reporting period was set to the whole 24 hours then the out of hours results
(16:00 – 09:00) would show zeroes which would be unnecessary for the report.
Chapter 17-21
Reporting
Performance Reports
Grade of service Group detail
This report shows a breakdown of the percentage of groups which met or exceeded target grade of
service for duration and abandoned calls in half hour intervals throughout the reporting period.
Grade of service group summary
This report shows a summary of the percentage of groups which met or exceeded target grade of
service for duration and abandoned calls
Chapter 17-22
Reporting
Response times
Lists for each extension the number of answered calls, abandoned calls and a relative percentage of
how each extension response time compares with the rest of the group.
System Reports
Alarms Raised
A list of Alarms raised during the reporting period, can be filtered by PBX
Auto Configured devices
A simple report showing all automatically configured devices during the reporting period
System Audit
This report shows a record of system audit entries for the duration of the reporting period. Audits
are generated by the system when an event occurs such as starting or stopping of a service.
Chapter 17-23
Reporting
Unused or infrequently used devices
Allow you to keep track of devices which are infrequently used.
Chapter 17-24
Reporting
Usage Reports
Detail and Summary reports
Call detail and Group summary reports produce individual detailed statistics or cumulative statistics
for calls over a defined reporting period. The standard reports can be grouped and filtered to give
whatever calls or subsets of calls you require.
Call Detail reports give a breakdown of individual calls grouped by device or user and filtered as
required
Group Summary reports show cumulative information on device groups or user groups by call type
and filtered as required
Chapter 17-25
Reporting
Group Summary by Member shows cumulative call information for each member of a group or
groups and filtered as required
How to: Configure a call details or group summary Report
1) Select the report item or template
2) Configure the reporting period
3) Configure the grouping and ordering settings according to the specific report being configured
4) Configure the filtering settings
5) ‘Save’ and run the report
Call detail reports show the following statistics
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Time of call
User
Call type
Total Duration*
TFR**
Caller Name
Dialled Number
Location
Ring time
Handling cost
Call cost
Total cost
*Total Duration shows duration of each leg of a transferred call. If transfers are consolidated then
this indicates the cumulative total of all transfers for that call.
**TFR indicates the leg of the transferred call where the initial leg of the call is TFR=1. If the transfers
are consolidated then this column indicates the count of transfer legs.
Chapter 17-26
Reporting
Group Summary reports show the following statistics
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Number of calls: Answered, Abandoned, Outgoing, Transferred
Average Duration: Answered, Outgoing
Average Ring time: Answered, Abandoned
Number of Long waits
Number of long calls
Number of short calls
Costs: Call costs, Taxes, Fixed costs, Handling costs, Total costs, Profit
Reports involving time intervals and profiles
Several report templates have been specifically designed to provide statistics broken down and
analysed in definable time periods.
There are three basic report templates which do this
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Summary Time Distribution
Summary over same time interval
Summary comparison
Time Intervals v Reporting period
The reports for time distribution, time interval and profile require two distinct settings related to
time intervals
The reporting period: Defines the start and end date during which the data for the report was
recorded. For example we may want to view a report for the month of August or for the past six
months or for the past two days. These are all reporting periods and they are configured as the first
part of the report wizard as described in the relevant section above.
The statistical interval(s) describe the intervals of time over which the summarized results are
calculated. An example might be where we show a breakdown of incoming calls for each day for the
month of August. The statistical interval would therefore be ‘Daily’ whereas the reporting period
would be 1st to 30th of August.
More specific details on the interval periods employed are explained in the following sections which
describe the configuration of each type of report.
Call summary over same interval
This report gives a comparison of two call types. The example here shows Incoming and Incoming
abandoned for the same period split up into day of week totals. The reporting period is over 1
month (August 2008) so the totals for each ‘Monday’ represent a total of all calls received on all
Mondays during the reporting period.
Chapter 17-27
Reporting
Configuring the call types and interval periods requires you to select two sets of call types. Each set
of call types can have more than one call type selected but the resulting totals will add all values for
the selected call types into one total e.g. if you select incoming and incoming transferred these calls
will be added together to produce a single total value for the call-type-set.
The Interval period e.g. Day of Week is selected from a drop down menu during configuration of the
report and includes:
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Minute of hour: 1 to 60
Half hour of day: 00:00 – 00:30, 00:30 – 01:00 etc
Hour of day: 0-1, 1-2, 2-3 etc
Day of week: Mon, Tue, Wed etc
Day of month: 1 – 31 etc
Day of year: 1 – 365 (6)
Week of year: 1 - 52
Month of year: 1 – 12
selecting the call-type sets and Interval
Chapter 17-28
Reporting
Ordering the results
Setting the order of results
Ordering of the resulting report can be adjusted by selecting one of the order-by values. This means
that the results are no longer determined by the time interval but by the field specified in the group
by box. This can result in confusing results if you are not aware of the purpose for the ordering. If
you were to select ‘Max Ring Time’ as the order by column and ‘Day of week’ as the interval then the
first result in the report will be the day of week with the longest total ring times recorded. This
means that the days of the week will probably appear out of order as example below.
Note in the report shown the days of the week appear out of order however if we view it from the
perspective of wanting to know which days of the week during August are giving the longest wait
times then this report will tell us very quickly, in this case it is Saturday, with Sunday having the
shortest response time.
Call Summary Time Distribution Report
In many cases you may have a set of markers which define what the minimum, maximum and
optimum times are for ring time, held time and duration of calls. You may wish to analyse how many
of your calls fall inside and outside these time slots. You can use the ‘Time Distribution’ report to do
just that.
The time Distribution report allows us to define a set of time slots starting at a particular value e.g.
10 seconds and repeating up to a final value e.g. 60 seconds at 5 second intervals. This would give us
time slots as follows:
10-15 seconds
Chapter 17-29
Reporting
16-20 seconds
21-25 Seconds
26-30 seconds
And so on up to 60 seconds
This report will then tell us how many calls over a given reporting period fall into each of these time
slots. Obviously this allows us to determine what our current operating times are and if we are
operating in the target times. If not then we can use other reporting tools to determine if our target
times are realistic or not.
To set up the above report we would set the configuration shown.
Call type summary comparison
This report allows comparison of two different calls types at regular intervals. The intervals can be
multiples of:
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Minute
Hour
Chapter 17-30
Reporting
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Day
Week
The report collates statistics for the specified intervals for the duration of the reporting period.
Configuration requires you to set the Interval count and the interval value. For example an interval
count of 4 and an interval setting of Hour will give a report statistic calculated every 4 hours.
Ordering can be based on:
The specified interval (Default)
Number from 1st or 2nd call type
Maximum ring from 1st or 2nd call type
Maximum Duration from the 1st or 2nd call type
Average duration from 1st or 2nd call type
Chapter 17-31
Reporting
Group Summary time profile
This report gives a group summary presented at specified time intervals. The time interval settings
are specified as the interval count and the interval value (as per the previous ‘call type summary
comparison’ report.
The difference with this report is that you specify a group of devices to report against as shown
below.
Special Usage Reports
Trunk Utilization Report
Provides statistics on trunk utilization over specified time intervals during the reporting period
Statistics displayed are
Interval period: set in the configuration
Maximum trunks: Maximum number of trunks used at any one time during the interval
First time at maximum: When the maximum number of trunks was first reached
Chapter 17-32
Reporting
Duration: Total call duration across all trunks included in the report
% Utilisation: Percentage usage of trunks for the interval versus total trunks
Most frequent calls
Gives details of which numbers have been handled most frequently for both incoming and outgoing.
You can specify a minimum number of calls, before a number is included in the report
Chapter 17-33
Reporting
Statistics for these calls in the report are:
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

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
Caller Name
Call type
Number
Location
Amount
Total duration of calls to and from that number
Cost and total cost of calls to that number
Top Calls
Provides information listing the calls with Duration, Held time or Ring time greater than a defined
value or calls with a call cost or handling cost of greater than a defined value.
Statistics for these calls in the report are:






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


Time of call
PBX
Extension
User
Duration
Dialled Number
Location
Ring Time
Call Cost
Handling Cost
Chapter 17-34
Reporting

Total Cost
Custom Reports
What is a Custom Report
A custom report allows you to specify precisely what information you want to include in the report
fields. For example if you require a report which does not show costing information in a call details
report then a custom report can be configured to accomplish that.
The majority of the configuration process for custom reports follows the standard report template
for that type of report. There are custom reports available for the following template types




Custom Call Details
Custom Group Summary
Custom Group Summary for each member
Custom Group Summary Profile
Where a custom report differs is in the choice of fields which can be shown.
Chapter 17-35
Reporting
How To: Setup a Custom Report
1) Create a report item based on the custom report template required
2) Configure the reporting period
3) Configure the Device Groups and devices
4) Configure the unavailable codes if required – The example screen shows the configuration for
the Group Summary custom report.
5) Click on the ‘Available information’ button and Specify your custom fields using the menus and
submenus, click on the required fields to add them to the report.
Chapter 17-36
Reporting
6) Drag the columns to define their order from left to right on the report.
7) If you wish you can preview the report at this time by clicking the ‘Preview Report’ button. You
will see a resulting report which shows the columns configured but the data will not be accurate.
8) Complete the configuration of the rest of the report i.e. Filtering, Transfer consolidation and call
types
9) Save the report item
Custom Report Parameters
Custom reports, by definition can contain a very wide range of parameters in the various report
columns. Depending on the purpose of the report you will select parameters from one or more main
categories. The actual parameters available for your custom report will differ depending on the
custom report template you have chosen to base your report on.
Parameters can be selected from the ‘Available Information’ option in the custom report
configuration wizard
The following is a summary of the various report parameters. A detailed definition of each
parameter is to be found at the end of this section.
Custom Report Parameters fall into the following main categories.
For custom summary reports





Call Durations
Costs
Call Counts
Call Count Percentages
Users
Chapter 17-37
Reporting

Performance
For custom detail reports









General
Trunks
Extension
DIDs
Pilot numbers
Account codes
Callers
Costs
Times
Custom Summary Reports - Call Durations
Call durations show you how long a specific type of call or how long a particular phase of a call has
taken.
Call Duration - General
The call duration is broken down into:
Absolute Duration e.g. a call lasted 10 minutes or the longest call for a given extension lasted 25
minutes.
Average duration e.g. the average incoming call lasted 5 minutes
Value of duration, Minimum, Maximum etc.
The values available are:








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

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
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


Abandoned ring
Average abandoned ring
Average held
Average incoming
Average incoming + outgoing
Average incoming ring
Average outgoing
Average ring no answer ring time
Held
Incoming
Incoming + outgoing
Incoming ring
Longest abandoned ring
Longest incoming ring
Longest ring no answer ring time
Max call time
Min abandoned ring
Min incoming ring
Min ring no answer time
Outgoing
Ring no answer time
Chapter 17-38
Reporting
Call Durations - Time to Answer
Gives the ‘Time to Answer’ a specific percentage of calls e.g. how long did it take to answer 50% of
calls
Custom Summary Reports - Costs
General














Call costs
Fixed Costs
Handling costs
Max incoming call
Max incoming handling
Max outgoing call
Max outgoing handling
Overall cost
Profit
Taxes
Total incoming call
Total incoming handling
Total outgoing call
Total outgoing handling
Category Counts, Category Totals, Category Averages













Free
In state
Incoming
International
Local
Local toll
Long distance
Mobile
National
National (Generic)
Not defined
Special
Unknown
Custom Summary Reports - Call Counts
Call counts for different types of calls as follows:



Abandoned Incoming
Abandoned Outgoing
Handled
Chapter 17-39
Reporting













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


Held
Incoming
Incoming + outgoing
Incoming conference
Incoming intraflow
Incoming network
Incoming overflow
Long calls
Long waits
Offered
Outgoing
Outgoing conference
Outgoing network
Picked up
Ring no answer
Short calls
Transfer count
Ring Distributions
Call count ring distributions provide a way of reporting how many calls were answered in specific
time ranges e.g. how many calls were answered inside 6 – 10 seconds as opposed to 11-15 seconds.
There are two distributions
Incoming ring times – Calls which were answered
Abandoned ring times – Calls which were abandoned
Custom Summary Reports - Call Count Percentages
Call count percentage values show how many calls rang up to a specific time and how many calls
rang over a specific time. You have a choice of Incoming calls and Abandoned calls e.g. how many
calls rang for up to 20 seconds?
Call count percentage ring distributions split the call count percentages into time intervals as follows






Below 5 seconds
5 – 10 seconds
6 – 10 seconds
11 – 15 seconds
And every 5 second interval up to 60 seconds
Over 60 seconds
This allows analysis of the percentage of incoming and abandoned ring times falling into a given time
interval
Custom Summary Reports - (ACD) Users
A series of ACD related parameters
Percentage (%) values, Total Values or Average values for:
Chapter 17-40
Reporting





Time busy
Time DND
Time Free
Time Unavailable
Time Wrap-up
Login information

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
First Login time
Last login time
Logged in max
Logged in min
Number of logins
Custom Summary Reports - Performance


Abandoned Grade of service
Grade of service
Custom Detailed Reports – General
Various parameters for which usage can be calculated

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Call ID
Call type
Costing type
Grouping details
Least cost routing digits
Location name
Location state
Long call
Long wait
PBX code
Short call
Telephone number
Time of call
Total transfers
Transfers to this part of the call
User name
Custom Detailed Repor ts – Trunks
Values relating to the trunk usage






Destination trunk name
Destination trunk number
Source trunk name
Source trunk number
Trunk name
Trunk number
Chapter 17-41
Reporting
Custom Detailed Reports – Extension
Values relating to the extension usage

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

Destination extension name
Destination extension number
Source extension name
Source extension number
Extension name
Extension number
Custom Detailed Reports – DIDs, Pilot numbers, Account codes, Callers
Values for these various devices


Name
Number
Custom Detailed Reports – Costs

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Call costs
Handling costs
Overall costs
Profit
Taxes
Total call cost
Custom Detailed Reports - Times

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
Held time
Ring time
Talk time
Total duration
Report Viewer
Once a report has been generated it is presented in the report viewer. The viewer has the following
options available from its toolbar.
Chapter 17-42
Reporting
Paging controls: allow navigation between pages in multi-paged reports
Customise report: Provides a number of report customisations
Drill Down: allows you to drill down to more detail in the report
Export: allows export to variety of formats including CSV
Refresh: Allows updating of the report
Print: Print the report
How to create a distribution list
Report Distribution Lists are the way by which a Report Schedule sends its results to the outside
world. You can send the results via emails and FTP servers. You can also send the results to a
specified folder location.
How To: Creating a Report distribution list
1) Select the ‘Reports’ option from the configure menu or click the
icon on the toolbar
2) Select ‘Report Distribution Lists’
3) Click ‘Create a New Report Distribution’
4) In the window that appears enter a name and click ‘Next’
5) Specify which email addresses the reports will be sent to, click ‘Next’
6) Specify whether to send the reports to the system FTP server, click ‘Next’
7) Select a folder on the server ( a network path) where a file containing the report may be stored
8) Click ‘Finish’
Saving to file is run on the server. Setting up the file path must be local to that server. It is
recommended that this be configured on the server itself.
When saving to a file, if the file exists then the date file is created appended to the filename.
Chapter 17-43
Reporting
Scheduling Reports
Report Schedules are the means by which a set of report items can be configured to be run
automatically and sent to various destinations at a certain time. Note that you must have configured
at least one Report Distribution List before you can configure any report schedules.
How to: Creating scheduled Reports
1) Select the ‘Reports’ option from the configure menu or click the
icon on the toolbar
2) Select ‘Report Schedules’
3) Click ‘Create a Report Schedule’
4) In the box that appears enter a name and click ‘Next’
5) In the next window you can schedule how often a task occurs from the drop down menu, e.g.
once, hourly…, you can alter the start time and alter how many days to schedule the task.
6) Click ‘Next’
7) Select the report items to include by selecting them and clicking ‘Add’
Chapter 17-44
Reporting
8) Click ‘Next’
9) Specify the format in the next window
10) Click ‘Finish’
When the schedule runs and is going via email then there is an email generated and each of the
report items is included as attachments.
Chapter 17-45
Reporting
Chapter 17-46
System Utilities
Chapter
18
System Utilities
System configuration
System configuration menu provides a selection of system related utility functions
To access the menu click ‘System’ and select the required function from the drop down list

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

Backup your database
Database information
Remove unwanted information
Import a bill
Re-cost calls
Import Costing Files
Area Code Import
Automatic Backup
Create automated schedules for database backup. There are two databases which can be backed up
Configuration and Calls. It is suggested that a regular backup of both databases is scheduled to
eliminate problems if your system fails.
Chapter 18-1
System Utilities
How To: Automatic Backup
1) Click ‘System’
2) Select ‘Automatic Backup’
3) In the window that appears, you can alter the time of daily automatic backup along with how
many days of historical copies to preserve.
4) Optionally you can also back up the calls database, by clicking the option ‘Backup Calls’
5) Click ‘OK’
Manual Backup
Alternatively you can manually backup the databases
How To: Back up the Database
1) Click ‘System’
2) Select ‘Backup database’
Chapter 18-2
System Utilities
3) In the window that appears, select the database that you want to back up and enter the file
name to use for the backup.
4) Optionally, you can provide a name and description for the backup: The filename MUST be a file
local to this PC, backup CANNOT be made to network shares or UNC paths.
5) Click ‘OK’
Database Information
To access the database information, select ‘System’ and click ‘Database Information’
The window that appears provides all the information you need to know about the current state of
your databases.
Removing unwanted information
You will from time to time need to remove information from the calls, alarms, audit entries, events
or deleted devices lists. Deleted devices prevent those devices from being automatically
reconfigured so be aware that removing them would allow the devices to automatically reconfigure.
Chapter 18-3
System Utilities
How To: Remove unwanted information
1) Click ‘System’
2) Select ‘Remove Unwanted Information’
3) In the window that appears, select the date and time range that you wish to delete the
information up to and the select the types of information to delete, e.g. alarm entries, calls…
4) Also you can select whether to remove calls to all extensions or calls to specified extensions.
5) Click ‘OK’
Removal of unwanted information will result in a new audit entry being created detailing the fact
that information has been removed. This audit entry cannot be removed.
Importing a Telephone bill
How To: Import a Telephone bill
1) Click ‘System’
2) Select ‘Import Telephone Bill’
Chapter 18-4
System Utilities
3) In the window that appears, you can import the calls that appear on an employee’s home
telephone bill. To do this you must set up a template so MyCalls knows how to read the bill.
4) Select the PBX, area code and phone number the bill is for
5) After the bill has been processed, a list of calls will be presented for approval.
6) If they are correct click the ‘Send to Database’ button
7) Click ‘OK’
Chapter 18-5
Re-costing calls
How To: Re-Cost calls
1) Click ‘System’
2) Select ‘Re-cost Calls’
3) In the window that appears you can re-cost calls over a specified time period, you may want to
do this if a mistake was made entering call tariffs, taxes or profit margins. You can do this by
altering the start/ end date and time.
4) Optionally, you can re-cost the actual call charges and/ or the handling charges by clicking the
boxes.
5) The taxes and profits will always be recalculated.
6) Once you have altered the information click ‘Re-cost Calls’
7) Click ‘OK’
Area Code Import
To import new area codes or change existing ones select the System -> Area Code Import option.
This option will also allow you to modify the geographical coordinates for an area code if your
country costs calls based on distance.
Quick tip:
Only countries that are not covered by the country code 01 (North America) and 44 (United
Kingdom) can be imported or edited.
Chapter 18-6
How To: Import Area Codes
1) Click ‘System’
2) Select ‘Area Code Import’
3) In the window that appears Select the country you wish to import or change.
4) Select Load from Database. The area codes for the selected country will be shown in the grid.
5) Either select Import or Export the current area codes for the country.
6) If exporting, then the file will be saved in a .CSV format, use an editor such as Notepad to make
any changes. Use the import option to bring the new version back into the system.
7) Click ‘OK’ the new area codes will be saved back to the database
Chapter 18-7
Quick tip:
When upgrading the system to a different version, any changes you make to the area codes will
need to be re-imported!
Chapter 18-8
Importing Data Into MyCalls
Chapter
19
Importing Data Into MyCalls
Configuration data can be imported from a comma delimited file (CSV files). CSV files can be
generated from programs such as excel spreadsheets.
Import is supported for the following types of entity:
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Account codes
DDIs
Extensions
Pilot numbers
Trunks
Callers
Users
The steps required to import a set of values are very similar for all the various entities. Devices all
share the same import format. Callers and users have different formats.
Importing devices
Device Import formats
All devices follow the same format of Name, Extension. This is easily produced in either a text editor
or any application which creates CSV files such as Microsoft Excel. Simply enter the list of values and
export the list as a CSV file.
Chapter 19-1
Importing Data Into MyCalls
The following example shows the process for importing extensions. Extensions are the most complex
device to import, other devices follow the same series of steps but with fewer items to specify.
How to: Import a set of Extensions
1) Generate the CSV file (See formats below)
2) Navigate to the respective configuration screen Configuration->Telephone system->PBX>Extensions
3) Click the ‘Import Extensions’ option
Chapter 19-2
Importing Data Into MyCalls
4) From the ‘Import’ screen use the ‘Browse’ button to select the file containing your extensions to
be imported.
5) If you are assigning all extensions as a specific type then select it from the ‘type’ menu
6) If you are importing these extensions to a specific extension group then select that group from
the ‘Import to extension group’ menu
7) Clicking the ‘Create users for named extensions’ option creates organisational users for each
extension (see section on organisation users)
8) Click ‘Load’
9) The ‘Extensions to import’ grid will populate. You can now make final decisions as to which of
these to import.
10) To edit an entry click on the field in the grid and simply type in the edited value
11) To delete an extension select the row and press your ‘delete’ key
12) If you make a mistake or delete a row unintentionally simply click the ‘Load’ button to reload the
file
13) Once you are happy with your imported list click ‘OK’
14) Your extensions are now imported into the configuration
Importing Callers
Callers are treated in the same way as devices (see example above). Simply load the CSV file and
select the caller type to import. You can edit the loaded list prior to committing the import, in the
same way as for devices.
Callers’ CSV files have three fields, namely;



Number – Numeric no spaces,
Alternate Number – Numeric no spaces,
Name.
Importing Users
By setting up a user based import file you are able to configure most user and extension related
information which makes configuration of MyCalls much easier than configuring everything manually
through Users are imported into organizational groups. The field format for users allows more
values to be specified in addition to the user name.
Field Descriptions
Group
The organisation group the user will belong to. If left blank then the user will be
added to the top level group. Groups will be created automatically and nested
groups, such as Sales\Internal sales will create two groups, one called Sales that is
under the top level group and another called Internal sales that is under the Sales
group.
Name
The name of the user that you wish to add. Note that
Chapter 19-3
Importing Data Into MyCalls
appostrophe's are not valid.
Abbreviation
The abbreviated form of the the users
name.
Password
Password the user will log on to the application
with.
Email Address
Email address for the user
Job Title
Job Title of the user in the organisation
ACD Login PIN
The number entered by the user onto the telephone to identify them when
logging them in the ACD system. If ACD is not enabled, supported on your
telephone system then leave this field blank.
Default
Extension
The extension number this user will normally use. This will allow calls from the
extension to be assigned to this user if ACD is not used or if Hot desking clients
from the application are not configfured.
Enable
Statistics
Set to 'true' if real time windows are going to created to view the real time call
activity for this user. Set this to 'false' if no windows are going to be shown. This
does not effect the reporting of extension call activity. It is strongly
recommended that no more than 100 users be configured with set to true as
database and application performance will decrease dramatically.
Enable Call
Playback
Set to 'true' if this user is going to be allowed to listen to call recording. Otherwise
set to false.
Call Control
Set to '1' if call control for this user is to be enabled, otherwise '0'. If call control is
not available on your system or has not been purchased then leave this field
blank.
Enable User
Hot Desking
This is used to present the user with a list of extensions to use if they can hot desk
when they run the application client. Set to 'true' if this user is allowed to use
other extensions for their daily work. If they always use the same extension then
set this to 'false'.
Enable
Extension Hot
Desking
User Type
This is used to specify if the extension created in the default extension can be
used by multiple people in a hot desking environment or only by one person. Set
to 'true' if the extension is to be made available for multiple users, otherwise set
to 'false'
Specifies the role within the application that the user will adopt and the features
available. Use one of the following values: '0' - User, '1' - Supervisor, '2' - PBX
Administrator, '4' - Agent Desktop User, '5' - ACD Supervisor.
Chapter 19-4
Importing Data Into MyCalls
How To: Importing Users
1) From the organization window (Configure->Organization) select ‘organization’ or one of the
‘organization groups’
2) Select ‘Import users’
3) Specify the file to import, load and import the users in the same way you load devices (see
previous section)
4) Edit the values if required and click ‘OK’
5) The data will be imported into MyCalls
Example FIles
There is a sample file ‘import.xls’ which is preconfigured with several examples of import data and
this file can be found in your MyCalls installation folder.
Chapter 19-5
Importing Data Into MyCalls
Chapter 19-6
Acronyms & Glossary
Chapter
20
Acronyms & Glossary
Acronyms
ACD
ACW
AHT
ANI
ASA
ASP
ASR
ATA
ATB
CCR
CED
CIS
CLEC
CLID
CMS
CO
CPE
CRM
CSR
CTI
DID
DN
DND
DNIS
DTMF
EWT
FCR
FIFO
FX
GOS
IM
IP
ISDN
Automatic Call Distributor
After-Call Work
Average Handling Time
Automatic Number Identification, also called caller ID.
Average Speed of Answer
Application Service Provider
Automatic Speech Recognition
Average lime to Abandonment
All Trunks Busy
Customer-Controlled Routing
Caller-Entered Digits
Customer Information System
Competitive Local Exchange Carrier/ CLI Calling Line Identity
Calling Line Identification
Call Management System
Central Office
Customer Premises Equipment
Customer Relationship Management
Customer Service Representative
Computer Telephony Integration
Direct Inward Dialling
Dialled Number
Do not disturb
Dialled Number Identification Service
Dual-Tone-Multi-frequency
Expected Wait Time
First-Call Resolution
First In, First Out
Foreign Exchange Line
Grade of Service
Instant Messaging
Internet Protocol
Integrated Services Digital Network ISP Internet Service Provider
Chapter 20-1
Acronyms & Glossary
IVR
IXC
KM
KPI
LAN
LEC
MIS
NCC
NOC
PABX
PBX
PDA
PRI
PSN
PSTN
QOS
RNA
ROI
SBR
SL
SLA
UCD
VoIP
VPN
VRU
WAN
Interactive Voice Response
Interexchange Carrier
Knowledge Management
Key Performance Indicator
Local Area Network
Local Exchange Carder
Management Information System
Network Control Centre
Network Operations Centre
Private Automatic Branch Exchange
Private Branch Exchange
Personal Digital Assistant
Primary Rate Interface
Public Switched Network
Public Switched Telephone Network
Quality of Service
Ring No Answer
Return on Investment
Skills-Based Routing
Service Level
Service Level Agreement
Uniform Call Distributor
Voice over Internet Protocol
Virtual Private Network
Voice Response Unit
Wide Area Network
Chapter 20-2
Acronyms & Glossary
Glossary
Abandoned Call (Inbound): Also called a lost call. The caller hangs up before reaching an agent.
Abandoned Grade of Service: The percentage of calls that are abandoned after an acceptable
amount of time. Calls that are abandoned before the specified time are not considered. A value of
97% is generally considered an adequate Abandoned Grade of Service.
Account Code: Also known as Project Codes or Bill-Back Codes. Account Codes are additional digits
dialled by the calling party that provide information about the call. If all calls come into a central
number then it is possible to enter an account code for each call to identify its purpose. Reports can
then be run on specific account codes or groups to isolate those calls from all the others.
Alarm Distribution List: Identifies who the alarm notification should be sent to. It is possible to
specify email addresses, computer names and processes to run.
Adherence to Schedule: A general term that refers to how well agents adhere to their schedules.
The two terms most often associated with adherence include availability (the amount of time agents
were available) and compliance (when they were available to take calls).
After-Call Work (ACW): Also called wrap-up, post call processing, average work time or not ready.
Work that is necessitated by, and immediately follows, an inbound call.
Announcement Port: Generally used by an ACD system which periodically transfers a call to an
announcement port and plays a reassurance message to the caller if there are no agents free.
Auto Attendant: The auto attendant feature is used to route incoming telephone calls based on
selections or information provided by the incoming caller. The auto attendant feature may use
interactive voice response (IVR) to prompt the caller to select the call routing based on category
choices or it may use the calling number identification to determine the destination (e.g. a
telephone number for a specific sales group).
Agent: The person who handles incoming or outgoing contacts.
Agent Status: The mode an agent is in (e.g., talk time, after-call work, unavailable, etc.).
All Trunks Busy (ATB): When all trunks are busy in a specified trunk group. Generally, Trunk Usage
reports indicate the percentage of trunks busy over a period of time as a percentage of potential
usage for the whole group over that period
Analogue: Telephone transmission or switching that uses a fluctuating voltage signal to transmit
information.
Analytics: Advanced data analysis and reporting tools that enable the organisation to better
understand customer trends and business activities.
Announcement: A recorded verbal message played to callers.
Chapter 20-3
Acronyms & Glossary
Answered Call: When referring to an agent group, a call is answered when reaches an agent.
Auto Wrap-Up: An ACD feature whereby the ACD is programmed to automatically put agents into
after-call work after they finish talk time and disconnect calls. When they have completed any aftercall work required, they put themselves back into available.
Automated Greeting: An agent’s pre-recorded greeting that plays automatically when a call arrives
at his or her telephone station.
Automatic Call Distributor (ACD): A mechanism controlled by the PBX switch or call management
software which can distribute calls among agents in an attempt to even out the distribution of calls
to each agent.
Automatic Number Identification (ANI): A telephone network feature that passes the number of the
phone the caller is using to the call centre in real-time. ANI is an American term Calling Line Identity
(CLI) is an alternative term used elsewhere.
Availability: The time the agent spends handling calls or waiting for calls to arrive.
Available State: The work state of agents who are signed on to the ACD and are waiting for calls to
arrive.
Average Call Value: A measure common in revenue-producing call centres. It is total revenue
divided by total number of calls for a given period of time.
Average Handling Time (AHT): The sum of average talk time plus average after-call work.
Average Holding Time on Trunks (AHT): The average time inbound transactions occupy the trunks.
Average Time to Answer (ATA or ASA): A measure that reflects the average delay of all calls
including those that receive an immediate answer. Also called average delay.
Average Abandonment Time (AAT): Also called average delay to abandon. The
average time that callers wait in queue before abandoning. The calculation considers only the calls
that abandon.
Barge-In: An ACD feature that allows a supervisor or manager to join or “barge-in” on a call being
handled by an agent.
Blended Agent: An agent who handles both inbound and outbound calls, or who handles contacts
from different channels (e.g., email and phone)
Call: Also called contact, interaction or transaction. Although it most often refers to a telephone call,
call can also refer to a video call, a Web call and other types of customer contacts
Chapter 20-4
Acronyms & Glossary
Call Forcing: An ACD feature that automatically delivers calls to agents who are available and ready
to take calls. This is sometimes called automatic answer.
Call Load: Also called workload. Call load is volume multiplied by average handling time, for a given
period of time
Call Recording: A type of monitoring in which the supervisor or automated system records a
sampling of calls. The person conducting the monitoring then randomly selects calls for evaluation of
agent performance.
Call Time Alarms: Determines what the acceptable minimum and maximum average call times
should be in a one hour period. An average call time that is less than the minimum value can indicate
that you may be rushing your calls. An average call time that is more than the maximum value
indicates that the calls are taking too long and you may need to speed up the conversation.
Caller Alarms: Determines if a caller has been contacted within a specified time period.
Caller Tolerance: How patient callers will be when they encounter queues or experience busy
signals.
Caller-Entered Digits (CED): Digits callers enter using their telephone keypads. The ACD, IVR, or
network can prompt for CEDs.
Calls in Queue: A real-time report that refers to the number of calls received by the ACD system but
not yet connected to an agent.
Carrier: A company that provides telecommunications circuits, Carriers include both local telephone
companies, also called local exchange carriers (LEC5), and long-distance providers, also called interexchange carriers (IXCs).
Circuit: A transmission path between two points in a network.
Combination Values: A real-time display of a parameters shown together. For example, number of
incoming + outgoing and abandoned calls
Computer Telephony Integration (CTI): The software, hardware and programming necessary to
integrate computer systems and telephone systems so they can work together seamlessly and
intelligently.
Contacts Per Hour: An outbound term that refers to the number of contacts divided by agent hours
on the dialler.
Cost Per Call: Total costs (queued and variable) divided by total calls *01 a given period of time.
Customer Expectations: The expectations customers have of a product, service or organization.
Delay: Also called queue time. The time a caller spends in queue waiting for an agent to become
available. Average delay is the same thing as average speed of answer.
Delay Announcements: Recorded announcements that encourage callers to wait for an agent to
Chapter 20-5
Acronyms & Glossary
Delayed Call: A call which cannot be answered immediately and is placed in a queue.
DID: Direct Inward Dial, A service offered by telephone companies which allows the last 3 or 4 digits
of a phone number to be transmitted to the destination PBX. A company may for example have 10
lines but the company could publish up to 1000 numbers if 3 digit DIDs are used. Each of these
numbers can be assigned a purpose and routed to the appropriate extension or group.
Dialled Number (DN): The number that the caller dialled to initiate the call.
Dialled Number Identification Service (DNIS): A string of digits that the telephone network passes to
the ACD, IVR or other device to indicate which telephone number the caller dialled, One trunk group
can have many 1)NIS numbers.
Fast Clear Down: A caller who hangs up immediately after hearing a delay announcement.
First-Call Resolution: The percentage of calls that do not require any further contacts to address the
customer’s reason for calling. The customer does not need to contact the call centre again to seek
resolution, nor does anyone within the organization need to follow up.
Forecasting: The process of predicting call centre workload and other activities.
Gateway: A server dedicated to providing access to a network.
Grade of Service (GOS): The probability that a call will not be connected to a system because all
trunks are busy. Grade of service is often expressed as p.O1 meaning 1 percent of calls *11 be
blocked. Sometimes grade of service is used interchangeably with service level, but the two terms
have different meanings.
Handled Call: A call that is received and handed by an agent or peripheral equipment.
Handling Time: The time an agent spends in talk time and after-call work handling a
transaction.
Historical Report: A report that tracks call centre and agent performance over a period of time.
Idle Time: The time agents are available and waiting for calls.
Instant Messaging (IM): A type of text-chat between two or more Internet users.
Integrated Services Digital Network (ISDN): A set of international standards for digital telephone
transmission.
Interactive Voice Response (IVR): An IVR system responds to caller entered digits or speech
recognition in much the same way that a conventional computer responds to keystrokes or clicks of
a mouse. When the IVR is integrated with database computers, callers can interact with databases to
check current information (e.g., account balances) and complete transactions (e.g. make transfers
between accounts).
Least Cost Routing (LCR): is an automated function which routes outgoing calls via the cheapest
telecom operator available, usually by dialling a prefix to the telephone number
Local Area Network (LAN): The connection of multiple computers within a building so that they can
share information, applications and peripherals.
Local Exchange Carrier (LEC): Telephone companies responsible for providing local connections and
services.
Chapter 20-6
Acronyms & Glossary
Long Call: A call that has exceeded a specified talk time. Used to identify which calls are taking
longer to handle. Can be used as a measure for further training of the operator or agent.
Longest-Available Agent: Also referred to as most-idle agent. A method of distributing calls to the
agent who has been sitting idle the longest. With a queue, longest available agent becomes next
available agent.
Longest Delay (Oldest Call): The longest time a caller has waited in queue, before abandoning or
reaching an agent.
Manual Answer: The ACD system is set up so that agents must manually answer calls.
Manual Available: The ACD system is set up so that agents must put themselves back into the
available mode after completing any after call work.
Most Frequent Calls Report: Report that provides a list of the most frequent numbers dialled or
answered. The report can be configured to include or exclude and combination of call types or
device
Next-Available Agent: A call distribution method that sends calls to the next agent who becomes
available. The method seeks to maintain an equal load across skill groups or services. When there is
no queue, next-available agent reverts to longest-available agent.
Non ACD Calls: Inbound calls that are directed to an agent’s extension rather than to a general
group. These may be personal calls or calls from customers who dial the agents’ extension numbers.
Offered Call: Offered calls include all times a call has been presented to an agent either answered or
not.
Off-Peak: Periods of time other than the call centre’s busiest periods. Also a term used to describe
periods of time when long-distance carriers provide lower rates.
Overflow: Calls that flow from one group or site to another. More specifically intraflow happens
when calls flow between agent groups and interflow is when calls flow out of the ACD to another
site.
Other ACD Calls: Calls routed via an ACD queue to an agent but not from the queue in which a
supervisor may be responsible.
Pilot Number: A number that represents an ACD or hunt group. A call can be either made directly to
this number or routed to this number if it is an incoming call.
PBX/ACD: A private branch exchange (PBX) that is equipped with ACD functionality.
Peaked Call Arrival: A surge of traffic beyond random variation. It is a spike within a short period of
time. There are two types of peaked traffic — the type you can plan for, and incidents that are
impossible to predict.
Chapter 20-7
Acronyms & Glossary
Private Branch Exchange (PBX): Also called private automatic branch exchange (PA8X). A telephone
system located at the call centre’s site that handles incoming and outgoing calls. ACD software can
provide PBXs with ACD functionality. Many refer to a PBX as a switch.
Queue: Queue literally means ‘line of waiting people. Holds callers until an agent becomes available.
Queue Status Alarms: Determines the acceptable number of calls in a queue, and also the
acceptable amount of time that a call can remain in a queue before being answered.
Real Time Statistics: The Real Time Statistics are available on a group basis and are a summary of a
selected set of the available Single Value parameters.
Received Call: A call detected and seized by a trunk. Received calls will either abandon or be
answered by an agent.
Report Schedule: A series of configured report items that will be run together at a specified time.
Report Template: The definition that forms the basis of an ad-hoc report or saved report item.
Ring Delay: Also called delay before answer. An ACD feature that enables the system to adjust the
number of rings before the system automatically answers a call.
Service Level Alarms: Determine the minimum average and maximum average acceptable Grade of
Service (GOS) in a one hour period. A value below the minimum average can indicate that there are
not enough staff available to take all of the calls. Conversely, if the value is above the maximum
value it might indicate that there are too many people available to answer calls.
Single Value Parameter: A real-time parameter that holds information about one statistic. For
example, Number of Incoming Calls.
System Alarms: Are triggered when either no data is received from the PBX for a certain period or if
the free disk space on the disk that the database is situated on is below a specified level.
Screen Monitoring: A system capability that enables a supervisor or manager to remotely monitor
the activity on agent’s computer terminals.
Screen Refresh: The rate at which real-time information is updated on a display. Screen refresh does
not correlate with the time frame used for real-time calculations.
Skills-Based Routing: An ACD capability that matches a caller’s specific needs with an agent that has
the skills to handle that call, on a real-time basis.
Talk Time: Everything from hello to goodbye in a phone call. In other words it’s the time callers are
connected with agents. Anything that happens during talk time, such as placing customers on hold to
confer with supervisors, should be included in this measurement.
Chapter 20-8
Acronyms & Glossary
TCP/IP Trunk: A trunk that routes calls through the internet rather than the PSTN.
Telemarketing: Generally refers to outbound calls for the purpose of selling products or services, or
placing informational calls to customers, prospective customers or constituents.
Time Parameter Distribution Report: Report that list the number of calls that have either a wait, call
or hold time within a specified time period. The time periods can start at any value, end at any value
and each interval can be any size.
Toll Fraud alarms: Determines whether a call is too expensive or lasts for too long or is to/from a
specific destination.
Trunk: Also called a line, exchange line or circuit. A telephone circuit linking two switching systems.
Trunk Group: A collection of trunks associated with a single peripheral and usually used for a
common purpose.
Trunk Load: The load that trunks carry. Includes both delay and talk tine.
Unavailable Codes: A user has made themselves unavailable to take calls from an ACD system for
whatever reason. It is usual to supply a reason code or unavailable code when going unavailable so
to track the reasons why this state has been entered.
User Login/Pin code: A unique number that the user enters to associate themselves with the
telephone system to inform them they are able to take calls, usually on one or more ACD queues.
User Login (MyCalls): A unique username and password combination assigned to a MyCalls User to
allow the user to use the MyCalls application.
Wallboard: Also called reader boards, display boards or wall displays. A visual display, usually
mounted on the wall or ceiling that provides real-time and historical information on queue
conditions, agent status and call centre performance.
Wide Area Network (WAN): The connection of multiple computers across a wide area.
Wrap-Up Codes: Codes which agents enter on their phones to identify the types of calls they are
handing. The ACD can then generate reports on call types by handling time, time of day, etc.
Chapter 20-9
Acronyms & Glossary
Chapter 20-10
MyCalls Licensing
Appendix A
MyCalls Licensing
MyCalls uses a licensing system to control the features available within the product. Once MyCalls
has been installed the user will be unaware of any licensing mechanisms other than the fact that
certain features will be unavailable.
There are five versions of the MyCalls Product
MyCalls XN120
MyCalls XN120 Call Manager
MyCalls Aspire/SV8100
MyCalls Aspire/SV8100 Call Manager
MyCalls Aspire/SV8100 Call Centre
The default license purchased for each contains the following features.
Feature
XN120
Aspire/ SV8100
SV8100
MyCalls
MyCalls
Call
Manager
MyCalls
MyCalls Call
Manager
MyCalls
Call
Centre
MyCalls
Desktop
Default PBXs
1
1
1
1
1
1
Concurrent Users
1
1
1
1
1
1
Default Extensions
24
Unlimited Unlimited
Unlimited
Unlimited Unlimited
DIDs
Unlimited Unlimited Unlimited
Unlimited
Unlimited N/A
Abandoned Calls
Yes
Yes
Yes
Yes
Costing
Yes
Yes
Yes
No
Performance
Monitoring
Yes
Yes
Yes
No
Organisation/Users
Yes
Yes
Yes
Yes
Yes
Appendix A-1
MyCalls Licensing
User Costing
Yes
Yes
Yes
No
Yes
No
Yes
Yes
Yes
Yes
Yes
No
Yes
Yes
No
ACD
Real Time Status
Yes
Scheduling
Yes
Grade of Service
Yes
Callers
Yes
Yes
Yes
No
Import
Yes
Yes
Yes
No
Full
Full
No
Optional
No
Optional
Optional
No
Full
Full
No
Yes
Yes
No
1
No
Optional
Optional
No
Optional
Optional
No
Optional
No
Alarms
Basic
Full
Yes
Basic
Agent Control
Call Playback
Reporting
Optional
Basic
Backup/Restore
Full
Basic
Yes
ACD Supervisors
Agent Desktop
Users
Optional
Wallboard Users
Concurrent Agents
Playback Users
Optional
Optional
Optional
No
Digital Playback
Trunks
Optional
Optional
Optional
No
Analog Playback
Trunks
Optional
Optional
Optional
No
Call Control
Yes
Yes
Yes
Yes
Yes
Yes
Screen Pop
Yes
Yes
Yes
Yes
Yes
Yes
Address Books
Yes
Yes
Yes
Yes
Yes
Yes
Action Panels
Yes
Yes
Yes
Yes
Yes
Yes
Appendix A-2
END OF DOCUMENT