MITELedocs.mitel.com/UG/CSM6.0_Technicians_Handbook_GA.pdf · A-87 Table A-6 “E ... Figure 5-2 Multi-node Mitel 5000/Inter-Tel Axxess Connection ... Errors are no longer displayed

Customer Service Manager

M I T E L

Technicians HandbookRelease 6.0

Release 6.0February 2012

Customer Service Manager

Technicians Handbook

Part Number835.3272

NoticeThis manual is released by Mitel Networks Corporation as a guide for certified service personnel. It provides information necessary to properly configure, maintain, and operate the product.

The contents of this document reflect current company standards and are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in this release. Future product features are subject to availability and cost. Some features may require additional hardware and/or specific software.

The contents of this manual may include technical or other inaccuracies. Mitel reserves the right to make revisions or changes without prior notice. Software packages released after the publication of this manual will be documented in addenda to the manual or succeeding issues of the manual.

For additional information and/or technical assistance in North America, certified technicians may contact:

Chandler Technical Support DepartmentMitel Networks, Inc.

7300 West Boston StreetChandler, AZ 85226-32241-888-777-EASY (3279)

For information on how to contact Mitel Technical Support outside of North America, please refer to your Channel Support Agreement.

If you have any questions or comments regarding this manual or other technical documentation, contact Mitel’s Technical Publications Department at:

[email protected]

Mitel® is a registered trademark of Mitel Networks Corporation.Inter-Tel® is a registered trademark of Inter-Tel (Delaware), Incorporated.

All other trademarks mentioned in this document are the property of their respective owners, including Mitel NetworksCorporation and Inter-Tel (Delaware), Incorporated. All rights reserved.

This program is licensed for use by end users under the terms and conditions of the IBM® International LicenseAgreement for non-warranted programs.

© 2000 – 2012 Mitel Networks CorporationPersonal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from Mitel Networks Corporation.

mailto:[email protected]

ContentsVersion 6.0 New Features

What’s New in Release 6.0? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-2

Overview

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2

System Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2

Supported Communication Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-8

Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-10

Specifications

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

Platform Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

Windows and Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

Call Recording Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

Media Blending Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-4

Client Application Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-5

Firewall and Router Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-6

Applications

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14

CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-21

RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-29

Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-32

Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-37

Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-40

Installation and Configuration

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-3

Installation and Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-3

Configuring the Communication Platform Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-4

Configuring the Telephone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012 Page 1-v

Configuring and Activating Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-9

Configuring CSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-11

Configuring the Server Computer for Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

Configuring CSM Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

Installing Client Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-22

Configuring Your Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-26

Installing Standalone CSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-28

Installing vCSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-30

Administration and Maintenance

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-2

Setting Security Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-2

Performing Backup and Restore Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-11

Using CallViewer Simulation Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-16

Using Reporter Demonstration Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-19

Checking Node Status in Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-21

Using Startup Switches on Client Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-22

Performing Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-28

Troubleshooting

Client Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-2

File Sender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-3

Networking-Related Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-4

Network Configuration Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-5

Voice Recording Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-6

Invalid Statistics-Related Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-7

Security-Related Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-8

Miscellaneous Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-9

Statistics

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Calculate Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4

Call Summary Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4

Statistics Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-5

Index

Page 1-vi Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012

Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012 Page 1-vii

TablesTable 2-1 Features by Telephone System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6

Table 2-2 CSM Licensing Principles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-8

Table 2-3 CallViewer License Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-9

Table 3-1 Client Application Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-5

Table 3-2 Customer Service Manager Port Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-6

Table 4-1 Device Exit with Call Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-5

Table 4-2 Device Exit with Call Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-6

Table 4-3 CSM Server Icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-8

Table 5-1 Client Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-23

Table 5-2 Client Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-24

Table 5-3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-28

Table 5-4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-28

Table 6-1 Intelligent Router Password Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-7

Table 6-2 CallViewer Password Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-8

Table 6-3 Realviewer Password Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-8

Table 6-4 Reporter Password Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-9

Table 6-5 Reporter Real-Time Password Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-10

Table 6-6 Intelligent Router Files for Backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-12

Table 6-7 Per-User Settings Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-13

Table 6-8 Client .ini Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-14

Table 6-9 Simulation Mode Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-16

Table 6-10 Node Status Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-21

Table 6-11 CallViewer Startup Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-23

Table 6-12 RealViewer Startup Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-25

Table 6-13 Reporter Startup Switches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-26

Table 6-14 Reporter Real-Time Startup Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-27

Table 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-29

Table 6-1 User Settings Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-31

Table 6-2 Client .ini Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-32

Table 7-1 Application Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-2

Table 7-2 Networking-Related Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-4

Table 7-3 Network Configuration Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-5

Table 7-4 Voice Recording Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-6

Table 7-5 Invalid Statistics-Related Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-7

Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012 Page 2-ix

Table 7-6 Security-Related Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-8

Table 7-7 Miscellaneous Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-9

Table A-1 Percentage Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-7

Table A-2 “A” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-39

Table A-3 “B” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-67

Table A-4 “C” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-68

Table A-5 “D” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-87

Table A-6 “E” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-90

Table A-7 “F” Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-92

Table A-8 “G” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-95

Table A-9 “H” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-96

Table A-10 “I” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-97

Table A-11 “L” Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-104

Table A-12 “M” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-107

Table A-13 “N” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-113

Table A-14 “O” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-114

Table A-15 “P” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-116

Table A-16 “Q” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-117

Table A-17 “R” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-118

Table A-18 “S” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-120

Table A-19 “T” Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-122

Table A-20 “U” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-139

Page 2-x Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012

FiguresFigure 2-1 Customer Service Manager Software Components . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3

Figure 4-1 Trunk Call – ACD Hunt Group Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-5

Figure 4-2 Trunk Call – Extensions Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-6

Figure 4-3 Ring/Wait Time Resetting Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-7

Figure 4-4 Data Manager Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-9

Figure 4-5 Server Monitor Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-12

Figure 4-6 Activity Settings Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-13

Figure 4-7 Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-15

Figure 4-8 Intelligent Router Functions Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-16

Figure 4-9 Intelligent Router Options Dialog Box, Advanced Tab. . . . . . . . . . . . . . . . . . . . . . . . . .4-19

Figure 4-10 Outlook Express Options, Security Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-20

Figure 4-11 CallViewer Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-23

Figure 4-12 RealViewer Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-30

Figure 4-13 Filter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-40

Figure 4-14 Add New Filter: General Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-43

Figure 4-15 Add New Filter: Call Route Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-45

Figure 4-16 Add New Filter: ACD Hunt Groups Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-46

Figure 4-17 Add New Filter: Direction & DID Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-48

Figure 4-18 Add New Filter: Duration Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-50

Figure 4-19 Add New Filter: Call Status Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-52

Figure 4-20 Add New Filter: Information Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-54

Figure 4-21 Add New Filter: Transferred Calls Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-56

Figure 4-22 Add New Filter: Miscellaneous Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-57

Figure 5-1 Single Node Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-4

Figure 5-2 Multi-node Mitel 5000/Inter-Tel Axxess Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-5

Figure 5-3 Sync Now Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-19

Figure 5-4 Data Manager Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-20

Figure 5-5 Network Settings Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-21

Figure 7-1 File Sender Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-3

Figure A-1 Statistics by Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Figure A-2 Statistics by Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3

Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012 Page 1-xi

Chapter 1: Version 6.0 New Features

Version 6.0 New Features

What’s New in Release 6.0? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-2

Multi-line Appearance Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-2

Multiple MCD Clustering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-2

SIP Trunking Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-2

MCD Resiliency Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Installation as a Standalone or CSM Virtual Appliance (vCSM) . . . . . . . . . . . . . . . . . . . . . . . .1-3

Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012 Page 1-1

Chapter 1: Version 6.0 New FeaturesWhat’s New in Release 6.0?

What’s New in Release 6.0?The following new features and functionality have been included in this release:

Multi-line Appearance Support below.

Multiple MCD Clustering below.

SIP Trunking Support below.

MCD Resiliency Support below.

Installation as a Standalone or CSM Virtual Appliance (vCSM) below.

For additional information and instructions for features accessed through the application interface, refer to the online help embedded in the appropriate CSM application.

Multi-line Appearance Support

Mitel Communications Director (MCD) release 5.0 and later, provides the capability where a multi-line IP Phone can be assigned with multiple directory numbers (DNs) on different keys. When connected to MCD 5.0 and later, calls are modelled against the prime DN, which is the extension number associated to the IP Phone itself when programmed on the switch. The other extensions (or line appearances) assigned to other keys are considered non-prime lines.

Errors are no longer displayed if a non-prime directory number that is a member of a Key-line or multi-call group is used.

Devices that have keys for multiple line appearances will now be visible in the various reporting mechanisms in CSM, showing both the device upon which the primary directory number is assigned, and those multi-line appearance devices upon which the extension also rings.

See the following sections for additional details:

Call Modeling on page 4-3

Call Segmentation on page 4-4

Supported Communication Platforms on page 2-6

Multiple MCD Clustering

CSM supports clustered (multi-node) configurations of MCD 5.0 and later.



Installation and Configuration Overview on page 5-3

Configuring the Communication Platform Connection on page 5-4

Configure an MCD Platform on page 5-7

Configuring CSM on page 5-11

SIP Trunking Support

CSM is now able to obtain call-related information for SIP Trunks similar to ISDN/PRI Trunks. To do so, a SIP Peer Name representing the entire trunk group will be reported, instead of a specific numeric trunk. Multiple calls will show the same SIP Peer Name for the trunk.



Page 1-2 Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012


MCD Resiliency Support

A MCD network is provisioned to handle failover situations such that the network nodes involved are continually running and handling calls. Devices on each of the nodes designated as "resilient" can be configured to continue operating on the failover node. The initial node upon which the devices are configured is known as the Primary node, while the failover node is known as the Secondary node.



Installation as a Standalone or CSM Virtual Appliance (vCSM)

In addition to being insalled on a MAS server, CSM can now be depoyed as a standalone application, or as a virtual appliance installed within a VMware environment.

See the Installation and Configuration chapter beginning on page 5-3 for detailed information about insalling CSM as a standalone or virtual applicance.




Chapter 2: Overview

Overview

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2

System Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2

Hardware Platform and Operating System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2

Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3

Media Blending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-4

Call Recording Server Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-5

Ready to Go Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-5

Supported Communication Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-8

Microsoft Windows Server 2003 Telco License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-8

CallViewer License Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-9

Agent Reporting License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-10

Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-10


Chapter 2: OverviewIntroduction

IntroductionMitel® Customer Service Manager (CSM) is a Computer Telephony Integration (CTI) application that links the telephone system and the computer, providing a seamless and automated technological partnership.

CSM is ideal for businesses, such as an order entry center, help desk (customer support), telemarketing firm, etc., that experience high call volumes and use a computerized database and/or an automatic call distribution system, although it is also suited to low-volume environments.

CSM is available as a standalone application, and as a virtual appliance, Virtual CSM.

CSM is supported on the following Mitel communication platforms:

Mitel Communications Director (MCD), v4.2 SP2 and later for single nodes, and MCD v5.0 and later for multi-node installations

Mitel 5000 Communications Platform (CP), v3.1 or later

Inter-Tel® Axxess® Converged Communications Platform, v11.0 or later

System DescriptionThis section describes the CSM product components.

Hardware Platform and Operating System

CSM requires a Mitel approved hardware platform. The hardware platform must meet certain requirements to run the following operating system and virtualization software.

Standalone CSM

CSM and the databases are installed on Windows, which run directly on the CSM Server. The standalone edition of CSM requires one of the following operating systems:

Microsoft Windows 2008 Server R2 SP1.

Microsoft Windows 7 Professional SP1 (32-bit or 64-bit).

Microsoft Windows 7 Ultimate SP1 (32-bit or 64-bit).

Virtual CSM

The CSM Virtual Appliance can deployed alongside other Mitel virtual appliances on an ESX/ESXi host within the vSphere environment. CSM and the databases are installed in the same Windows virtual machine as the CSM server applications.


Chapter 1: OverviewSystem Description

Software

CSM software includes server-side and client-side applications. Figure 2-1 provides an illustration of the various CSM software components.

Figure 2-1. Customer Service Manager Software Components

Server Applications

The following applications are installed on the CSM hardware platform, shown in green in Figure 2-1 above:

CSM Server: The CSM Server is the heart of the system. Server stores all calls and provides real-time information for the other components of the system. The following components provide management and configuration functions for CSM Server:

o Server Monitor: The CSM Server Monitor application displays the real-time status of all the network connections to remote applications, concurrent licensing information, and the status of the telephone system communication. The interface is updated every five seconds.

o Control Panel: The Control Panel applet provides a dialog box with tabs to control basic CSM Server functions. The tab settings allow you to start and stop the server, change passwords, access log files, configure server settings, and verify license status.

Data Manager: Data Manager connects over the network to the Server and allows you to configure the telephone system connection and other critical settings.

Intelligent Router: Allows you to program routing schemes (and numerous other actions) for calls and other media types based on call information and other statistics. Intelligent Router is required for the optional media blending feature (see page 2-4).

CSM Server

Data ManagerIntelligent

Router

Reporter

Reporter

Real-Time RealViewer

CallViewer

Auto Reporter



Client Applications

The following client applications communicate with the server applications over the internal network and are installed on users’ Windows-based computers:

CallViewer: Allows individual users to screen pop information from the company database and manage calls and e-mail messages. CallViewer includes several “look and feel” choices to help you customize the application to suit your need

RealViewer: Allows users to see statistics, at their own computer, based on the activity of the user or their group.

Reporter: Allows users to analyze the call log historically in a variety of ways to make better business decisions. Licensing variations include Reporter Basic, Reporter, and Reporter Pro.

Reporter Real-Time: Allows users to analyze real-time call logs in a variety of ways to make better business decisions. Licensing variations include Reporter Real-Time and Reporter Real-Time Pro.

Auto Reporter: Provides publishing capabilities for Reporter and Reporter Real-Time. Also allows users to schedule report exports.

Media Blending

As more customers use the Internet for sales, support, and service, call centers are handling more e-mail messages, faxes, and other forms of contact, in addition to phone calls. In turn, call centers must make the migration to become contact centers, and be prepared to deal with a variety of media.

To accomplish this, Intelligent Router provides Media Blending functionality that enables it to route calls, e-mail messages and other media to available agents, so that customers get the most efficient and effective response available, while maximizing agent productivity.

Some important points about Media Blending are:

All e-mail messages routed by Intelligent Router must go through a Media Blending queue. Refer to the Intelligent Router online Help for setting up the agent’s e-mail address and for details on setting up the Media Blending queue.

Only e-mail messages that are routed through a Media Blending queue are reported on through the use of Customer Service Manager. Refer to the Applications chapter for details about how e-mail messages are handled.

E-mail messages from Media Blending agents are considered “internal.” This is based upon whether the e-mail address is mapped to an agent or not. All other e-mail messages are considered “external.”

Rules configured in Intelligent Router define how to route the e-mail messages to available Media Blending agents, or deal with the e-mail messages in an alternative fashion.

For additional information on Media Blending refer to the Intelligent Router online Help.



Call Recording Server Integration

Customer Service Manager supports integration of Call Recording Equipment (CRE). When the call recording Server is installed and configured, specific devices (trunks or stations) are “mapped” to a voice recording channel. When a call is connected to a mapped device, the call is recorded and stored as a .wav file. After recording, users can retrieve the recording using the Reporter application. Calls made to unmapped devices are not recorded.

If you are interested in integrating a call recording server with your CSM installation, contact Mitel Corporate Sales Engineering for a list of approved CRE vendors.

Ready to Go Solutions

Ready-to-Go (RTG) solutions are a collection of macro scripts included with the CallViewer installation. Ready to Go solutions provide quick access to frequently-used features by creating actions, rules, and buttons that integrate with third-party products. All of the Ready to Go solutions are automatically copied to the user's computer, so the user can configure the solution when they need it.

Each Ready to Go action consists of a macro script and several parameters that allow the user to configure the action through dialog boxes. Although users can modify the parameters within the action, they cannot alter the Ready to Go script.

CallViewer includes the following embedded RTG macros:

URL: Dials a number on a Web page.

Auto Dial: Dials the number in an e-mail message subject line.

Internal Directory: Displays a list of internal phone numbers from the communications platform.

In addition, CallViewer supports the following third-party applications for integration with Ready to Go solutions:

Sage® Software ACT!® v8, 9, 10

Maximizer™ Software v9, 10

FrontRange Solutions® Goldmine® v6.7, 7, 8

Microsoft® Access® 2003, 2007, 2010

Microsoft Outlook® 2003, 2007, 2010

The following RTGs are supported on computers running Windows 7:

URL

Auto Dial

Internal Directory

Maximizer v10 with the latest Service Pack release

Microsoft Access 2003, 2007, 2010

Microsoft Outlook 2003, 2007,2010


Chapter 2: OverviewSupported Communication Platforms

Supported Communication PlatformsCSM is supported on the following Mitel communication platforms:

Mitel Communications Director (MCD), v5.0 and later

Mitel 5000 Communications Platform (CP), v3.1 or later

Inter-Tel Axxess Converged Communications Platform, v11.0 or later

CSM does not operate on third-party communication platforms.

Table 2-1 provides the main features and software supported by CSM.

The following are limitations and differences for communication platforms and CSM features:

MCD Single Node Connection: CSM is supported on for MCD v5.0 and later systems using resiliency or in a clustered (Multi-node) environment.

MCD MiTAI monitoring: CSM is not fully supported on MCD systems that use devices that lack MiTAI monitoring.

Multi-line Appearances: This MCD feature is supported when CSM is connected to MCD v5.0 and later. CallViewer supports call-handling functions only on a primary line however, if the user's primary line is included in a multi-line (key or Ring) group, they can use CallViewer. Calls to single-line groups, key-line-groups, multi-call groups, and secondary line appearances are modeled as if they are unique extensions themselves. In addition, the Reporter Real-Time first-party call control extension can be a multi-appearance device.

ACD2 Agents: CSM does not report on ACD2 agents or paths.

SIP Trunks, SIP Extensions, IP Trunks: CSM is now able to obtain call-related information for SIP Trunks similar to ISDN/PRI Trunks. To do so, a SIP Peer Name representing the entire trunk group will be reported, instead of a specific numeric trunk. Multiple calls will show the same SIP Peer Name for the trunk.

DND State: In the Mitel 5000 CP and Inter-Tel Axxess systems, the Busy NA state and the DND state are synonymous. In the MCD system, the two states are treated differently. For example, when ACD Express agents are in a Busy state, they do not receive hunt group calls, but may still receive calls on their extension. When ACD Express agents are in DND,

Table 2-1. Features by Telephone System

Feature MCD Mitel 5000/Inter-Tel Axxess

Multi-Site, Multi Controller Not Supported Supported

Single-Site, Multi Controllers Not Supported Supported

SIP Extensions Not Supported1

1. With the exception of Audio and Web Conferencing.

N/A2

2. These communication platforms do support SIP extensions on voice mail.

IP/SIP Trunks Supported3

3. SIP trunks are only supported when coming in from the PSTN, and not from a MCD or similar system.

Supported

DND State Reporting Supported Supported

External Hot Desking Supported N/A

Personal Ring Groups Supported N/A

UC Mobile Supported N/A

Agent Busy Code Reporting Supported N/A

MCD Resiliency Supported N/A

ACD Express Supported N/A

vCSM Supported Supported

Multi-Line Appearance Supported Supported


Chapter 1: OverviewSupported Communication Platforms

they do not receive calls on their extension at all. To allow for both states, a new Enter DND State menu option was added whenever a Reporter Real-Time client is connected to an MCD system. This menu option does not appear when the client is connected to a Mitel 5000 CP or Inter-Tel Axxess system.

Intelligent Router Media Blending: For Mitel 5000 systems, Media Blending uses DND to denote busy-on-email. In contrast, Media Blending on MCD systems use MCD Agent Make Busy, not DND. If walk-away codes are enabled, CSM uses walkaway code 0.

Set Forwarding command: The Set Forwarding command for Callview, Reporter Real-Time, and Intelligent Router sets both internal and external forwarding on MCD systems. CSM does not support setting internal and external forwarding separately on MCD systems.

Call Forward Reporting: MCD systems support five separate forwarding types:

o Forward Always

o Forward Internal-Calls Busy

o Forward External-Calls Busy

o Forward Internal Calls No-Answer

o Forward External Calls no-answer

In contrast, CSM supports just three forwarding types:

o Always

o Busy

o Busy no answer

When connected to an MCD system, CSM reports forward status as follows:

o If external forwarding is enabled, CSM displays it.

o If external forwarding is not enabled, CSM displays the internal forwarding.

o If neither internal nor external forwarding are enabled, CSM displays no busy or busy/na forwarding.

Call Redirection: There is no call redirection capability on calls queued at Hunt Groups, Ring Groups, or Extensions for the MCD system. This impacts CSM Client applications as follows:

o Intelligent Router: Call Routing rules are not always able to successfully redirect calls on various conditions in the phone system.

o Reporter Real-Time: Reporter Real-Time allows applications to redirect calls via the contact list. The redirection may or may not work based on the state of the call.

HCI route groups, a Hunt Group subtype, are the exception to the no call redirection limitation. HCI route groups do allow redirection of queued calls.

Extensions in Data Manager: CSM considers the following entities extensions:

o Primary DNs

o ACD Express Agent IDS

o Voice Mail Ports

o Key-Line Group DNs

o Multi-Call Group DNs

o Secondary Line Appearances

o Single Line DNS

o Analog Station DNs

CSM does not provide detailed reports on ACD2 Agents or ACD2 paths, although it does account for calls to these destinations via the URD pseudo device. For example, when an incoming trunk call rings to a ACD2 path and is ultimately handled by an ACD2 agent, trunk statistics are provided.


Chapter 2: OverviewLicensing

Additionally for Call Redirection of calls when not using the primary device of a MCD multi-appearance device, the COS flag for the device of Display Caller Id on multicall/keylines must be set to Yes. Otherwise the redirect request will be disallowed by the 3300.

Hunt Groups in CSM: Hunt Groups in CSM include these independent entities for the MCD:

o Hunt Groups

o Ring Groups

o ACD Express Groups

o HCI Route Groups

o Voice Mail Groups

Recording features: CSM supports call recording features and supported recording types vary per system. CSM does not support the Mitel Secure Recording Connector.

LicensingCSM synchronizes directly with the Applications Management Center (AMC) and uses Mitel software libraries to validate the licenses.

Table 2-2 describes the CSM licensing principles.

Table 2-2. CSM Licensing Principles

NameCSM License Key File

Name License

Auto Reporter AutoReporter Toggle

Intelligent Router IntelligentRouter Toggle

Call Recording CallRecording Toggle

Client Go ClientGo Tally

Connection Assistant ConnectionAssistant Tally

CallViewer CallViewer Tally

Reporter Basic ReporterBasic Tally

Reporter Reporter Tally

Reporter Pro ReporterPro Tally

Reporter Real-Time ReporterRealTime Tally

Reporter Real-Time Pro ReporterRealTimePro Tally

RealViewer RealViewer Tally

Agent Reporting License Agent Tally

Media Blending Agent Media Blending Agent Tally

Media Blending Queue Media Blending Queue Tally

Node Node Tally


Chapter 1: OverviewLicensing

CallViewer License Functionality

Table 2-3 provides the required settings to enable CallViewer licensed features.

Table 2-3. CallViewer License Functionality

FeaturesLicense Setting

Connection Assistant Callviewer

Call Control All, except for Set DND State

All

DSS Yes Yes

Call Log Yes Yes

Create User Buttons Yes Yes

Edit Feature Buttons Yes Yes

Create Ready-to-Go Actions Yes Yes

Create User-Defined Actions No Yes

Run Ready-to-Go Actions Yes Yes

Run User-Defined Actions No Yes

Maximum Ready-to-Go /User-Defined Actions

20 250

Maximum User Buttons 15 250

Maximum User-Defined Features

50 250

Maximum Rules 10 250

Maximum Hot Keys 50 Infinite

Maximum DSS Monitors 50 250

Maximum Call Log Items 1000 5000

DDE/Active X Support Yes Yes


Chapter 2: OverviewSupport Services

Agent Reporting License

The Agent Reporting license allows the system to concurrently license the reporting of ACD agent IDs within CSM. For example, if there are five agents licensed for a system and they are all logged in, the sixth agent that logs in is modeled as “Unlicensed”.

When an agent ID is in the “Unlicensed” state, ACD Agent Status Log database records are not generated for those “Unlicensed” devices/agents. The ACD login information for “Unlicensed” agents is not propagated by the server-side to any of the real-time client products (for example, Reporter, CallViewer, etc.). Instead, a single update is sent notifying them that the device and agent is in an “Unlicensed” status, which is displayed in each application accordingly.

Call modeling/agent statistics are not collected for “Unlicensed” agents. Any agents that attempt to log in over the maximum number of agents licensed on the AMC are designated as “Unlicensed.” These agents remain unlicensed until additional licenses become available as specified by the number of licenses purchased. No statistical data is gathered for “Unlicensed” agents.

Support Services

If you have questions about any of the Customer Service Manager products, refer to this Technicians Handbook or the online Help. If you need additional support, contact the designated on-site System Manager. If the problem still cannot be resolved, refer to the Notice page in the Front Matter in this manual for technical support contact information.

NOTEAgents that log in when there are no agent licenses available, are required to log out and log in again when a license becomes available, before they are able to collect statistics.

NOTETechnical support personnel may need to view the installation, setup, etc., of the Server using Mitel Remote Support.


Chapter 3: Specifications

Specifications

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

Platform Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

Windows and Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

Call Recording Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

Media Blending Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-4

Client Application Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-5

Firewall and Router Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-6


Chapter 3: SpecificationsIntroduction

IntroductionThis section outlines the minimum platform and system requirements. Each module within Customer Service Manager has different hardware/software requirements. Before installing any of the applications, refer to Table 3-1.

Platform RequirementsCSM as both the standalone version and the virtual appliance version (vCSM) have unique platform requirements. Platform requirements for the standalone version of CSM are detailed in Installing Standalone CSM on page 5-28. Platform requirement for vCSM are detailed in Installing vCSM on page 5-30.

The following factors affect the performance of CSM:

CSM Server: The hard drive speed and the network bandwidth available on the CSM server affects CSM performance.

RealViewer/Reporter/Reporter Real-Time: Initialization speed is affected by the number of filters in the Reporter Real-Time and RealViewer client applications. The more filters these client applications have, the slower initialization will be. However, filtering out devices in list tiles will increase the runtime speed.

The speed of Reporter, Reporter Real-Time, and RealViewer is directly affected by the network link between the client and the server. Although, you can run these applications over a WAN, for optimal performance they should run on same LAN as Server.

Windows and ServerThe CSM Server is supported on the following operating systems:

Windows Server 2008 R2 SP1

Windows 7 Professional SP1 (32-bit or 64-bit)

Windows 7 Ultimate SP1 (32-bit or 64-bit)

When the CSM Server is installed on Windows Server 2008 R2, the following restrictions apply:

A Windows Server 2008 Client Access License (CAL) must be purchased for every user or device running a Customer Service Manager product other than the CSM Server or CallViewer.

·The CSM client setup kit and the CSM Backup Tool setup kit are installed to a shared directory with a share name of “CSM_DISKS.” A Windows Server 2008 Client Access License (CAL) must be purchased for every user or device that will access this share.

When installed on Windows 7, the following restriction applies:

The CSM client setup kit and the CSM Backup Tool setup kit are installed to a shared directory with a share name of “CSM_DISKS.” Windows 7 limits the total number of simultaneous SMB (File and Printer Sharing) connections to 20.

Call Recording Server Requirements Server integrates with various voice recording servers that connect to specific phones (via the station block) or trunks and store call recordings as .wav files. You can then play back these files at any time using a version of Reporter that is licensed for call playbacks.

Customer Service Manager supports various voice recording equipment. Please refer to the manufacturer’s documentation for detailed specifications and requirements regarding the number of telephony cards and channels supported.


Chapter 3: SpecificationsCall Recording Server Requirements

When using station-side recording, the recording channels are bridged to the station circuit. Each channel type (analog or digital) must correspond to the appropriate phone and card type. For example, when connected to an Inter-Tel Axxess, Mitel 5000, or Mitel 3300 telephone system, digital channels can only be used to record Mitel digital phones; analog channels can only be used to record analog phones. When using trunk-side recording, the CRE and the trunk must be connected to the switch using a T-adapter..

NOTE

The voice recording server supports Integrated Services Digital Network (ISDN) trunks only. You must, therefore, have a T1/PRI or T1/E1/PRI programmed in the system to use trunk-side recording.

The voice recording server records all static and noise transmitted across the phone lines. For this reason, make sure that all phone lines are clear from noise. If you find that the lines contain too much noise, ask the Central Office (CO) if it is possible to obtain conditioned phone lines.


Chapter 3: SpecificationsMedia Blending Requirements

Media Blending RequirementsCSM Media Blending features require the following:

Media Blending Licensing on CSM: Provides functionality to process calls, e-mails, and other media. Without this licensing option, CSM Server can process only calls.

Intelligent Router: Provides the Media Blending configuration. Intelligent Router provides call routing as standard.

A POP3/SMTP Enabled E-Mail Server: The e-mails processed by Media Blending are retrieved using POP3 and sent via SMTP. These are standard Internet protocols that most e-mail servers support. The e-mail server must support POP3 and SMTP to be able to support Media Blending with Intelligent Router. Examples of e-mail servers that support POP3/SMTP include Microsoft Exchange Server (with Internet Mail Connector or the Small Business Server POP3 Connector), Lotus Domino/Notes, and most UNIX mail servers, etc.

An E-Mail Client: Your e-mail server will either use standard POP3/SMTP e-mail clients, or have a preferred e-mail client designed to work with it, (e.g., Microsoft Exchange Server can work with any POP3/SMTP e-mail client), but integrates best with Microsoft Outlook. Each person who deals with routed e-mails needs an e-mail client configured to connect to your e-mail server.

ACD Working on the Telephone System: Media Blending requires that you have ACD agents configured on your telephone system that can log in and out of designated ACD groups. If the call center operators do not currently log in to their handset, then ACD working may not be activated on the telephone system and a relevant license for this may need to be purchased from the telephone system manufacturer. The telephone system reseller will be able to advise as to whether ACD working is available on the particular telephone system, and what must be in place to activate it.


Chapter 3: SpecificationsClient Application Requirements

Client Application RequirementsTable 3-1 provides the requirements for the CSM client computers.

Table 3-1. Client Application Requirements

Component Requirement

CallViewer

CPU P4, 1.2 GhZ

RAM 512 MB RAM

Network Card CSM Clients must have TCP/IP connectivity to CSM server.

Monitor 800 x 600 screen resolution and 256 Colors

Operating System One of the following supported Microsoft operating systems:

Windows 7 SP1 32-bit or 64-bit (Home Premium/Professional/Ultimate)

Windows Vista SP2 32-bit or 64-bit (Business/Enterprise/Ultimate)

Windows XP Professional SP3 32-bit

RealViewer, Reporter, Reporter Real-Time

CPU P4, 2 GhZ

RAM 2GB

Network Card CSM Clients must have TCP/IP connectivity to CSM server. The link between client and server must be high capacity and low latency.

Monitor 1024 x 768 screen resolution and high-color (16-bit)

Operating System One of the following supported Microsoft operating systems:

Windows 7 SP1 32-bit or 64-bit (Home Premium/Professional/Ultimate)

Windows Vista SP2 32-bit or 64-bit (Business/Enterprise/Ultimate)

Windows XP Professional SP3 32-bit


Chapter 3: SpecificationsFirewall and Router Ports

Firewall and Router PortsFirewalls generally make filtering decisions based on IP addresses and port numbers. For security reasons, all ports should be disabled except those that are specifically required. Keep the following considerations in mind when opening ports:

Access to the CSM database is configured as private and is not accessible to clients on non-local subnets. If the CSM client applications are running on a machine on a non-local subnet, they will not be able connect to the database (see Networking-Related Problems on page 7-4).

Installing non-tested and non-supported software on Mitel products may open ports and cause security risks.

Installing Windows components, including Windows updates, on Mitel products may open other ports that are not necessarily open.

Customer Service Manager communicates with different entities, each of which requires a different port. To ensure that those in your network have access to these entities, the gateway/router/firewall must have the ports listed in Table 3-2 open.

Note that certain CSM applications can send e-mail via MAPI. Ports used by MAPI are not covered in Table 3-2, because it is dependent upon MAPI configuration.

NOTICEAs best practice, before installing any Windows service packs or driver updates, make sure that they are compatible with the Mitel software installed on the server. Search the following locations on the Mitel edGe Web site for compatibility information:

Mitel Compatibility Matrix(http://www.mitel.com/portal/page/portal/us_edge/technical/compatibilitymatrix)

Mitel Knowledge Base(http://www.mitel.com/portal/page/portal/us_edge/technical/knowledge_base_center)

MitelHot List Archives(http://www.mitel.com/portal/page/portal/us_edge/technical/hot_lists)

Table 3-2. Customer Service Manager Port Assignments

Default Port

NumberPort Name

TCP/UDP

Function Direction

25 SMTP TCP Used to send outgoing e-mail messages. This is used by Intelligent Router for Media Blending.

CSM server LAN

80 TCP MiXML A Mitel web-service-based protocol that exposes configuration management (and other) features to applications.

CSM server LAN

110 POP3 TCP Used to receive incoming e-mail messages. This is used by Intelligent Router for Media Blending.

CSM server LAN

135 DCOM TCP Used for communication between the recording servers and the CSM server.

CSM server LAN


http://www.inter-tel.com/portal/page/portal/us_edge/technical/knowledge_base_center

http://www.inter-tel.com/portal/page/portal/us_edge/technical/hot_lists


445 Microsoft-DS Server Message Block (SMB)

TCP Protocol used for file sharing in Windows. LAN CSM server

3986 CSM Protocol Port

TCP CSM applications connect to the CSM server on this port

CSM Clients CSM Server

4000 OAI TCP Used to send OAI information to the CSM server from Mitel 5000/CT Gateway.

CSM server LAN

8001 MiTAI TCP API used by applications to monitor phone activities and invoke 3rd party call control.

CSM server ICP

50000 DB2 TCP Used by CSM applications and the CSM server for database access.

CSM clients CSM Server

Table 3-2. Customer Service Manager Port Assignments (Continued)

Default Port

NumberPort Name

TCP/UDP

Function Direction




Chapter 4: Applications

Applications

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

Call Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

Call Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-4

Server User Interface (UI) Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-8

Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14

Limitations on the Mitel 3300 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14

Configuration Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14

Running Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-15

Manually Starting Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-15

Intelligent Router Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-16

Media Blending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-17

MAPI Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-18

Outlook Express Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-20

CallViewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-21

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-21

Communication Platform Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22

Using CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-23

Starting CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-25

Configuring CallViewer with Startup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-26

RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-29

RealViewer vs. Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-29

RealViewer Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-29

Using RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-30

Starting RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-31

Configuring RealViewer with Startup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-31

Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-32

Auto Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-33


Starting Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-35

Configuring Reporter with Startup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-35

Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-37


Starting Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-39

Configuring Reporter Real-Time with Startup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-39

Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-40

Adding a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-42


Chapter 4: Applications

Editing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-58

Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-58


Chapter 4: ApplicationsIntroduction

IntroductionThe Customer Service Manager product consists of both server and client applications that may be included in base licensing or require the purchase of additional licensing. For more information about product licensing, see Licensing on page 2-8.

CSM server applications include:

CSM Server (Server Monitor and Control Panel Applet)

Data Manager

Intelligent Router

CSM client applications include:

CallViewer

RealViewer

Reporter (includes AutoReporter)

Reporter Real-Time (includes AutoReporter)

This document provides a brief description of features, components, and configuration of the applications. Detailed information about fields and options and instructions are available in the online Help for the specific application.

ServerServer stores all calls and provides real-time information for the other components of the system. This section describes the main features provided by Server.

Call Modeling

Customer Service Server supports internal and external call modeling, including calls made between nodes across networked telephone systems, depending upon the functionality of the host telephone system.

You can configure CSM to model call traffic using a global option that universally enables or disables internal call measurement. Using Data Manager, you can specify whether trunk line and internal calls will be modeled on a per-device basis. Also, you can specify whether only inbound, outbound, or both types of internal calls are modeled on a per-device basis.

MCD 5.0 provides a new feature where a multi-line IP Phone can be assigned with multiple directory numbers (DNs) on different keys. Calls are modeled against the prime DN, which is the extension number associated to the IP Phone itself when programmed on the switch. The other extensions (or line appearances) assigned to other keys are considered non-prime lines.

The CSM 6.0 clients can associate with any prime DN (i.e. Single line or Multi line), and all the calls ringing at any line appearances are modeled as ringing the associated prime DNs. This feature mainly affects CSM clients like CallViewer, Reporter RT and Intelligent Router that can be associated with any DN programmed in MCD. By default, inbound internal calls against hunt group devices are always modeled, and no internal calls at extension devices are modeled at all (or only if extension calls arrive through hunt group with the internal call monitoring option enabled).


Chapter 4: ApplicationsServer

Call Segmentation

Call Segmentation is a configurable feature in Server that improves the accuracy and detail of real-time and historic call reporting. The Call Segmentation feature is highly configurable, enabling you to choose how Customer Service Manager calculates trunk line call statistics for different devices on the telephone system.

Call segmentation feature provides the following functions:

Detailed Trunk Call Transfer History: When a trunk call is transferred several times throughout its duration, the call segmentation feature makes it possible to find out all of the extensions/agents that the trunk call had been transferred through. This enables you to obtain an entire history of a trunk line call throughout the telephone system and see all the different devices that handled the corresponding call using the Call Detail window. Where calls are made or received on SIP Trunks, a SIP Peer Name representing the entire trunk group will be reported, instead of a specific numeric trunk. Multiple calls will show the same SIP Peer Name for the trunk.

Accurate Call Duration Measurement Against Devices: Call statistics such as talk time, average talk time, calls in, etc., can be accurately calculated against each extension or agent even when a trunk call is transferred several times among different extension devices.

Detailed Hunt Group Call Measurement: Call Segmentation gives you more detailed reporting against hunt group devices. For example, a trunk line call can be answered by an agent in one hunt group and then transferred by that agent to a different hunt group. The caller could then abandon the call while they are waiting in the second hunt group queue. The trunk call is therefore “answered” against the first hunt group but “abandoned” in the second, in addition to the call having separate call waiting times against each of the different hunt group queues. Call segmentation allows the tracking of hunt group statistics separately to enable this type of call measurement.

Server performs trunk call segmentation for two different types of scenarios:

Device Entry: The Device Entry segmentation rule segment calls only if they start alerting a hunt group because the call has been transferred or diverted from another device (i.e., it should occur for hunt groups, not extensions). This rule gives Customer Service the ability to measure call totals and ring/wait time separately against different hunt groups.

Device Exit: The Device Exit segmentation rule separates calls only if they are transferred or diverted from an extension device (i.e., it should occur for extensions, not hunt groups). This rule gives Customer Service the ability to measure the call totals and call ring/wait and talk time of a trunk call separately again different extension devices.



Call Segmentation Examples

This section provides examples of different call segmentation scenarios which explain how Server calculates the call statistics for each device involved in the call.

Trunk Call – ACD Hunt Group Example

The call flow for this scenario is as follows (see Figure 4-1):

1. The trunk call alerts hunt group 1000.

2. The hunt group presents the call to device 200.

3. Extension 200 does not answer, and the call is diverted due to no answer to another hunt group member. A hunt group call is diverted due to no answer when the call ring time at the specific hunt group member reaches the group’s No Answer Advance timer setting.

4. The hunt group presents the call to device 201.

5. Extension 201 answers the call.

Figure 4-1. Trunk Call – ACD Hunt Group Example

Call Segmentation is performed when the trunk call is diverted from extension 200 to 201 so that a record is made indicating that the call alerted extension 200 but was refused (see Table 4-1).

With Call Segmentation

Without Call Segmentation

Hunt Group 1000

200

201

Call DivertedInbound CallOn TrunkLine 94200

Seg 1

Seg 1 (N/A)

Time A

Time B

Time C

Time D

Due ToNo Answer

Seg 2

Table 4-1. Device Exit with Call Segmentation

SegStart Time

Ring/Wait Duration

Total Duration

Device First Rung

Device Last Rung

Device Answered

At

DeviceFinished

At

Trunk RecordCreation Reason

1 [Time A] [Time B] -[Time A]

[Time C] - [Time A]

1000 200 [None] [None] “New Trunk Call Started”

2 [Time A] [Time C] - [Time A]

[Time D] - [Time C]

1000 201 201 201 “Call Diverted Due To No Answer



Trunk Call – Extensions Example

The following is another example where a trunk call moves between different extensions.

The call flow for this scenario is as follows (see Figure 4-2):

1. The trunk call alerts hunt group 1000.

2. The call alerts extension 200.


4. The call is transferred to extension 201.


6. The trunk call is terminated at extension 201.

Figure 4-2. Trunk Call – Extensions Example

The call ring/wait and talk time is measured separately for each extension device. The call ring/wait time at hunt group 1000 can also be specifically measured using the first call segment record. If Call Segmentation is not enabled, the call’s talk time is only measured for the device where the call terminated (extension 201), but the call ring/wait time at hunt group 1000 is measured correctly (see Table 4-2).



Hunt Group 1000

200

201

Call

Inbound CallOn TrunkLine 94200

Seg 1

Time A

Time B

Time C

Time D

Seg 2

Transferred

Seg 1 (N/A)

Time E

Table 4-2. Device Exit with Call Segmentation

SegStart Time

Ring/Wait Duration

Total Duration

Device First Rung

Device Last Rung

Device Answered

At

DeviceFinished

At

Trunk RecordCreation Reason

1 [Time A] [Time B] -[Time A]

[Time C] - [Time A]

1000 200 200 200 “New Trunk Call Started”

2 [Time C] [Time D] - [Time C]

[Time E] - [Time C]

201 201 201 201 “Call Transferred To Extension”



Device Exit and Device Entry Together

When the Device Entry and Device Exit segmentation rules are satisfied together in a trunk call, the Device Entry rule takes precedence so that the hunt group statistics are calculated appropriately. In the previous example, the Device Entry rule is satisfied when the call starts alerting hunt group 1000. However, the Device Exit rule is also satisfied when the call is transferred from extension 300 to hunt group 1000. The Device Entry rule took precedence so that the corresponding segment record reflects the call statistics of hunt group 1000 in Customer Service reporting applications.

Ring/Wait Time Resetting

When call segmentation occurs for unanswered trunk calls, a programmable setting is required for a device, allowing the installer to choose to reset the call start time for the next call (e.g., the next trunk call segment has its ring/wait time reset to zero).

Figure 4-3. Ring/Wait Time Resetting Example.

The previous diagram shows a trunk alerting hunt group 1000 and then overflowing (recalling) to hunt group 1001. The important concept is how the ring/wait time is measured for hunt group 1001. Ideally, a call center supervisor wants to measure the entire time a caller has been waiting (e.g., Seg 2’s ring/wait time = Time C - Time A). However, there might be some cases when the supervisor only wants to see the actual time the caller spent within hunt group 1001’s queue (e.g., Seg 2’s ring/wait time = Time C - Time B). Because you can configure the call start reset time, Call Segmentation can measure the same call in different ways to suit your call record needs.

NOTEA trunk call’s start time is always reset for the next call segment if the call was in the answered state when it was transferred, which measures the ring/wait time at the “transferred to” device more accurately.



Hunt Group 1000

300

Inbound CallOn TrunkLine 94200

Seg 1 (N/

Time A Time B Time C

Seg 2

200

Seg 1

Hunt Group 1001

CallOverflowed



Server User Interface (UI) Components

CSM Server runs as a Windows service, so you do not need to be logged on to the Server before the software can be used. Running Data Manager will not stop the Server activity.

The CSM Server icon in the Windows Notification area (or system tray) shows the current status of CSM Server (see Table 4-3).

You can move the mouse pointer over the Server tray icon to see if the service is running. When the Server service is not running, you can start Server from the Control Panel Applet (see page 4-11).

The following interface components provide information and configuration options for Server:

Data Manager on page 4-9

Control Panel Applet on page 4-11

Server Monitor on page 4-12

Activity Settings

To access Server components, right-click the CSM Server tray icon ( ), and then select the component from the menu.

Table 4-3. CSM Server Icon

Icon Description

If the CSM Server is running and successfully communicating with the telephone system, the gray checkerboard appears in the system tray.

If the CSM Server is not running or communicating with the telephone system, the icon alternates between the gray checkerboard and a yellow question mark.

If the telephone system is being initialized (Connecting), the icon appears as gray and shaded red checkerboard.

When data is received from the telephone system, the icon alternates between the gray checkerboard and a green/gray checkerboard.

When data is sent to the telephone system, the icon shows yellow in the lower-right quadrant.

NOTEThe colors of the status icons described above are the defaults. Right-click the CSM Server tray icon, and then select Activity Settings to customize the colors.



Data Manager

Data Manager is the application used to configure CSM Server. For Server to function correctly with the communications platform, you must enter the required data from the Agents, Hunt Groups, Extension, and Trunk Lines views in Data Manager. Activity that occurs on devices that are not configured in Data Manager is not modeled or stored historically.

To open Data Manager, do one of the following:

Double click the Data Manager icon on the desktop.

Right-click the CSM Server tray icon ( ), and then select Data Manager.

Figure 4-4. Data Manager Interface

The Data Manager interface consists of the following elements:

Main menu and toolbar: Includes the following options:

o Save1: Saves the current configuration data to the file name and location you specify. You can also access the Save feature by clicking the icon on the toolbar.

o Upload1.: Uploads a configuration file to Data Manager and sends commands to the CSM Server requesting that all extensions, hunt groups, DID numbers, agents and trunk lines be deleted and that all settings be reset to default values.

o Network Settings1.: When the Data Manager is in the Active Configuration mode, displays the Network Settings dialog, which includes the name of the computer to which Data Manager is connected, and the port used for the connection.

o Change Password Level: Switches between “Full Access” and “Read Only” modes after you supply the relevant password. This option is available only when connected to a Server that has passwords configured.

o Help Topics: Displays the Data Manager online help.

o About Data Manager: Displays information about the CSM Server (software version number, password level, etc.) and the version number of the Data Manager.

o Exit: Closes Data Manager.

1. Also available from the Toolbar.



Main window: The default view provided in the Main window is the Home View, which shows an overview of the current state of CSM Server and includes tabs for licenses, node status, server logging, and diagnostics. To access a different view, click one of the following options from the panel on the left of the interface:

o Home: Provides an overview of the current state of CSM Server and includes the following tabs:

– Home

– Licenses

– Server Logging

– Diagnostics

– Node Status

o Extensions: Provides options to Add, Change, and Delete extensions, and to enable internal call modeling on a per-device basis.

o Hunt Groups: Provides options to Add, Change, and Delete hunt group records.

o Agents: Provides options to Add, Change, and Delete agent records.

o Trunk Lines: Provides options to Add, Change, and Delete trunk lines.

o DID Numbers: Provides options to Add, Change, and Delete DID numbers.

o Call Modeling: Provides access to global call modeling options form the following tabs:

– Telephone Numbers

– Internal Calls

– Call Routing

– Advanced

o Database Settings: Used to configure Server to import a summary of your organization's or department’s database so that external calls can be identified either by using the received Caller ID (inbound calls) or by using dialed digits (outbound calls). The Database Settings View contains the following tabs:

– Database Settings

– Telephone Import

– Database View

– Manage Historic Data

o Telephone System: Used to configure the CSM Server to import a summary of your organization's or department's database so that external calls can be identified either by using the received Caller ID (inbound calls) or by using dialed digits (outbound calls).

o Call Recording: Used to configure CSM server to communicate with the database on the call recording server.

There are two types of views shown in the Main window:

o List-based: List-based views have links at the bottom to add, edit, and remove more devices, for example, agents, extensions, DID numbers, and hunt groups.

o Settings-based: Settings-based views contain one or more tabs of similar settings.

NOTE

For Extension, Hunt Groups, Agents and Trunk Line views below, when attached to an MCD, only the Change option appears. When attached to a 5000 CP, the Add, Delete and Change options appear.DID Numbers is the only view to have all option regardless of switch.



Control Panel Applet

The Control Panel applet provides access to basic functions for Server from the following tabs:

General Tab

Passwords Tab

Logging Tab

Settings Tab

License Status Tab

You can start and stop Server from the General tab.

To start or stop CSMServer:

1. Right-click the CSM Server tray icon ( ), and then click Control Panel. The Customer Service Manager Server Control Panel appears.

2. Do one of the following:

To start Server, click Start in the Customer Service Manager Server section of the General tab.

To stop Server, click Stop in the Customer Service Manager Server section of the General tab.



Server Monitor

The CSM Server Monitor interface displays the real-time status of all the network connections to remote applications, concurrent licensing information, and the status of the telephone system communication. The interface is updated every five seconds.

To open Server Monitor, do one of the following:

Double click the CSM Server Monitor icon on the desktop.

Right-click the CSM Server tray icon ( ), and then select Server Monitor.

Figure 4-5. Server Monitor Interface

The Server Monitor interface includes the following main areas:

Main Menu

Header

Tabs: Includes:

o Telephone System Tab

o Licensing Tab

o Configuration Issues Tab (applies to MCD systems only)

Network Connections

Status



Activity Settings

Using the Activity Settings dialog box, you can customize the colors used for the Server tray icon and the default key combination to bring up the Server tray menu.

To access the CSM Server Activity Settings dialog box, right click the CSM Server tray icon ( ), and then select Activity Settings.

Figure 4-6. Activity Settings Dialog Box

The Activity Settings dialog box contains the following main areas:

Activity Colors: You can customize the colors displayed by the CSM Server tray icon based on status. You can also customize the default foreground, background and border colors for the icon.

Hotkey: The hotkey option allows you to change the default key combination used to bring up the tray menu.


Chapter 4: ApplicationsIntelligent Router

Intelligent RouterIntelligent Router is a licensed CSM server application that uses Dynamic Call Mapping™ Technology to perform real-time call routing and call mapping. Using a combination of conditions and rule types, you can program this application to notify supervisors when a call is abandoned, change the status of an agent based on the number of refused calls, record calls to a mailbox, and perform a variety of other actions. If configured, you can also use Intelligent Router to restrict calls made from certain devices to specific numbers.

You can program Intelligent Router to execute different actions whenever a statistic reaches a specific value. Using placeholders, which represent these statistics, you can route calls and e-mail messages based on the information stored in Server or based on real-time information, such as the current date and time. This allows you to map calls and e-mail messages from customers to a specific agent, enable and disable different features during business hours, and forward calls to an overflow device when all agents are busy.

With Intelligent Router, you can view up to four different tiles, each of which is configurable, on the computer running the application. These tiles display real-time information pertaining to rules, actions, trunk line calls, and other statistics, providing the details needed to ensure calls and e-mail messages to Media Blending groups are successfully mapped.

Intelligent Router provides the following features:

Historical Call Routing: The CSM Server provides support for advanced routing conditions in Intelligent Router. It stores a history of the last three extensions or agents that handled a contact with a known identity (as indicated by the presence of Caller ID or an e-mail address), which allows Intelligent Router to automatically route calls and e-mail messages from identified parties back to the last extension or agent that handled the contact.

Internal Call Routing: Internal calls are included in features such as intelligent call routing, abandoned call notification, skill set routing, and agent state control.

Routing Conditions: To support the addition of internal call modeling and media blending, you can apply the same statistics used to monitor these new features in Reporter and RealViewer as routing conditions. To see a full list of the statistics that are available, refer to Intelligent Router online Help.

Limitations on the Mitel 3300

Intelligent Router has the following limitations when running on an MCD system:

Condition on busy: To redirect on busy and to camp-on, timer must be set to 0.

Redirecting queued calls: Queued calls can only be redirected from an HCI or ACD Express.

Transfer one step: The Transfer one step action is not a supported action.

Configuration Requirements

For Intelligent Router installations, you must program the telephone system to send a specified set of inbound external (trunk) calls to an ACD hunt group containing a single agent logged into an extra extension device. This ACD hunt group cannot be an all-ring hunt group (i.e., the calls must be distributed through the group). The type of inbound calls that are routed to the Intelligent Router group (as controlled by the telephone system configuration) is dependant on the particular call routing application.

Intelligent Router is installed during the server setup. See page 5-14 for details.

NOTE

As a precaution, you should program the telephone system to send calls that ring in to this hunt group to overflow after 5-10 seconds to another group that contains agents. This overflow configuration is a safeguard in the event power is lost to the Server computer.



Running Intelligent Router

If you are licensed to use Intelligent Router, it is possible to run Intelligent Router without having to manually log on to the Windows virtual machine.

The following procedure describes how to configure Windows such that a user with an Administrator account automatically logs on when Windows starts.

Before you complete this procedure, you must add Intelligent Router to the Startup Group (see page 5-14).

To configure Windows Administrator automatic log on:

1. Refer to Microsoft KB 324737 (http://support.microsoft.com/kb/324737) for information about how to enable Windows automatic log on for a specific user. Perform the steps as described in the KB article, but do not shut down as instructed in the article.

2. Refer to Microsoft KB 119364 (http://support.microsoft.com/kb/119364) for information about retaining the correct username for automatic logon. Follow the instructions in the KB article. Further clarification is provided below:

a.

3. Restart the Windows virtual machine to apply the changes.

Manually Starting Intelligent Router

If you close Intelligent Router without restarting the server, you must manually start it using your desktop or the Start menu, as described below.

To start Intelligent Router, do one of the following:

From the Start menu, select All Programs –Mitel Customer Service Manager – Intelligent Router.

Double-click on the Intelligent Router icon ( ) on your desktop.

Figure 4-7. Intelligent Router

To display and analyze the information, Intelligent Router uses the following elements:

Tiles: Display various data and are the basic user-interface element of Intelligent Router. With Intelligent Router, you can view up to four different tiles: Rules List, Event List, Contact List, and the Multi-Stat Tile. Each has a unique way of displaying its data,


http://support.microsoft.com/kb/324737

http://support.microsoft.com/kb/119364


including which items or statistics it can display and how the information is interpreted. In addition, you can apply filters to the Contact List and Multi-Stat Tiles.

Statistics: Include information about the call or group of calls. Everything within Intelligent Router displays as a statistic, including the name of the caller on a given trunk line, the number of inbound calls answered by a given agent, or the total talk time accumulated so far today for every device.

Filters: Let you limit the data you view. With filters, you can limit a tile to display only those devices in a particular group. Or, you can change a particular statistic so that it only applies to calls that rang for more than a given time, for calls that were outbound, etc.

Alarms: Alert you when a statistic falls within a given range. You can configure alarms to flash the associated tile, play a sound, write a message to an alarm log, and/or activate the alarmed tile.

Categories: Allow you to create groups for different rules. You can also assign different color combinations to categories for easy viewing.

Global Options: Affect particular types of statistics and the display.

Intelligent Router Functions

Intelligent Router uses a combination of rules, conditions, actions, and placeholders to perform various functions, as illustrated in Figure 4-8.

Figure 4-8. Intelligent Router Functions Example

In this example, a rule is evaluated based on three separate conditions. If all conditions are met, the action is executed (i.e., the trunk call is terminated). If any one of these condition is not met, the action is ignored (i.e., the trunk call remains connected).

With the rule, action, condition, and placeholder elements, you can program the application to route calls and/or e-mail messages in real-time based upon the current state of your telephone system. Because this application is highly configurable, you can create an almost infinite number of combinations.

NOTE You can only apply Alarms to the Contact List Tile.

Rule(e.g., Trunk Call

Terminated)

Condition

Satisfied?1

Condition

Satisfied?2

Condition

Satisfied?3

Yes Yes Yes

No No No

Do Not ExecuteAction

ExecuteAction



Rules

A rule defines how its associated conditions are evaluated, which determines whether or not the related action is executed. When defining rules, you can select a specific rule type (e.g., call routing, extension/agent status changed, etc.), the type of device affected (i.e., extension/group or agent ID), and other various parameters. After the rule is programmed, you can assign conditions that must be met before the desired action is executed.

Actions

An action is the function performed when the rule is evaluated and all the conditions applied to the rule are met. Intelligent Router supports many different actions, including terminating trunk calls, routing calls, forwarding calls, routing media, etc. Actions also support placeholders, which allow you to configure detailed routing schemes (see the following sections for more details).

Conditions

A condition is a comparison that is made after a rule is evaluated. For example, you can program a condition so that a rule only processes inbound trunk calls with Caller ID. Conditions are based upon statistics and support placeholders, which are described in the following section.

Placeholders

Placeholders allow you to assign additional parameters to a condition or action. For example, you can route a call based on the fields assigned in the Telephone Import screen in CSM Server. You can also route calls based on different statistics, including the current time, number of calls, etc. All placeholders represent an Intelligent Router statistic and are displayed within brackets (e.g., [Ring Time @Call]).

When a rule is evaluated, the Placeholder information is replaced with the appropriate value for the specified statistic. For example, [Ring Time @Call] is replaced by the ring time for the trunk call for which the rule was evaluated (e.g., 00h 02m 30s). A Placeholder of [Field 2 @Call] would be replaced with the contents of database field 2 that corresponds to the trunk call’s Caller ID or dialed digits (this information is stored in CSM Server).

Media Blending

Media Blending provides the ability for e-mail messages sent to e-mail addresses related to hunt groups to be routed to available agents in a similar fashion to calls routed to agents.

Customers send e-mail messages to a Media Blending queue, which is an e-mail address assigned to a hunt group. For example, if the sales team receives calls via hunt group 1000, and receive e-mail messages via “[email protected],” then hunt group 1000 would be mapped to [email protected] to form a Media Blending queue.

Intelligent Router handles the e-mail bound for the e-mail address associated with the Media Blending queue. It downloads the e-mail, stores it on the local hard disk, and then deletes it from the mail server. Intelligent Router informs the Customer Service Server that a new e-mail is queuing. Customer Service Server then updates the relevant client applications.

With Intelligent Router performing Media Blending on the sales ACD group and e-mail address, e-mail messages to the sales inbox are queued by Intelligent Router. When an agent becomes available in the sales group, they are routed the next sales e-mail. While they are handling the e-mail, the agent is not routed any calls from the sales ACD group. After they reply to the e-mail, they are once again routed calls for sales, or further e-mail messages.

Intelligent Router can be configured so that it will not attempt to route e-mail messages to agents if they are busy (for example, if too many calls are waiting at the sales group, or a



required service level is not high enough). This means that agents do not have to be forced to process e-mail messages when calls are waiting, because a caller has a more immediate requirement than a customer who has sent an e-mail.

Auto Response to Customer

You can configure Intelligent Router to process e-mail messages as they arrive from customers. For example, when a message is received for the technical support group, Intelligent Router can send an automatic response back to the customer so that they are aware their e-mail has been received and is being addressed. The reply can include a variety of statistics. For example, how long e-mail messages are queuing for on average, or the average call wait time on the queue, and the number of e-mail messages or calls in the queue.

Intelligent Router can detect keywords in the subject, and automatically respond with appropriate content. Intelligent Router could monitor the “[email protected]” inbox, and send different responses based on which keywords were present in the subject.

If a customer sends an e-mail with the subject “Request Directions,” then a response is automatically sent containing directions to the XYZ Company headquarters. If a customer sends an e-mail with the subject “Request PQ-7140 Information,” then a response is automatically sent containing product information on a particular product in XYZ’s product range.

E-mail Blocking

Intelligent Router can stop certain e-mail messages being received by the monitored queues, or stop agents responding to messages with inappropriate terminology.

For example, if messages arrive from an external party with certain keywords in them (e.g., swear words), they could automatically be forwarded to an administrator, or even deleted. Similarly, outbound messages to customers can be checked for profanity, and if such a message is found, it can be forwarded to a supervisor, and sent back to the agent to edit the message accordingly.

MAPI Profile

The Intelligent Router command “Send E-mail (Via MAPI)” uses extended Messaging Application Programming Interface (MAPI) when communicating with the Outlook e-mail client. Mitel recommends that you create and configure a MAPI profile before using the Send E-mail (Via MAPI) action. This ensures that the outgoing mailbox is properly configured before the action is used.

After you create a MAPI profile, you must configure Intelligent Router to use it for any Send E-Mail (Via MAPI) actions. From the Intelligent Router Options dialog box, click the Advanced tab, and then select the MAPI profile from the list.



Figure 4-9. Intelligent Router Options Dialog Box, Advanced Tab



Outlook Express Security

Outlook Express v6.0 has a security feature to prevent third-party applications from sending e-mail messages. This option, (Warn me when other applications try to send mail as me), is located on the Security tab of the Outlook Express Options dialog box. The option is enabled by default, but should be disabled for Intelligent Router.

Figure 4-10. Outlook Express Options, Security Tab


Chapter 4: ApplicationsCallViewer

CallViewerCallViewer is a software product that provides telephony call control, screen popping, and desktop automation on a Windows-based computer. This application makes extensive use of Caller ID and Dialed Number Identification Service (DNIS).

CallViewer will not run correctly until Windows Networking services and protocols are appropriately configured for your LAN and the current CTI Server. This should be done before you install CallViewer. To install CallViewer, refer to instructions in Installing Client Applications on page 5-22.

Components

CallViewer consists of the following components:

Look and Feel: CallViewer provides four “look and feel” options (Legacy, Executive Display, Quick Connect, and Handset) which allow users to choose the way CallViewer appears and which features it includes.

User Buttons: The user can create and edit buttons in the button area. Buttons can be created to perform a variety of tasks using CallViewer's actions. Buttons can be assigned images or text, to allow the user to easily understand the function of buttons that they create.

Feature Buttons: Similar to User Buttons, a feature button is a button that already exists on the client window, but whose functionality you can alter. This allows you to change standard features of the software to adapt to the way you prefer to work. There are also several blank feature buttons available in “feature sets,” to provide additional buttons.

Built-in Actions: There are many actions built in to CallViewer to perform common tasks easily, including calling a specific number, transferring a call to voice mail, setting your forward state, etc. These actions are easily configured from the user interface.

Hot Keys: You can create hot keys to perform specific actions, or assign hot keys to buttons that they have created. You can access your preferred actions either just through a hot key, or through a button, or both.

Rules: You can create rules that will fire when specific types of call or telephony events occur at their extension, such as transferring callers to reception if they have not provided Caller ID. Rules.

Ready To Go Solutions: Ready To Go solutions provide integration between CallViewer and several common contact management systems. Configuring a Ready To Go will enable you to screen pop contacts in your contact management system, as well as dial contacts directly from the system. You can also have several instances of the same or different Ready To Go solutions, as well as being able to easily configure your installed solutions.

Tray Icon: CallViewer adds an icon to the Windows tray to indicate the current status of CallViewer, as well as provide access to the main menu and a quick call control menu. The main menu allows you to configure several aspects of CallViewer, including the user's buttons, hot keys, and rules.

Main Window: Each look in CallViewer has a main window, which provides the core functionality of that “look,” which allows you to access other windows, and provides some common call control functionality.

Active Call List: Several “looks” have an active call list window, which displays a list of calls currently active or on hold at your device. The active call list can be used to perform call control on these calls, or view information about the call.

NOTEFor ease of use, the term CallViewer is used throughout this section instead of CallViewer/Connection Assistant/Client Go.



Call History: Each look has a call history window that replaces the Personal Call Logger from version 3.x. The call history window displays information on recently received or dialed calls, as well as routed media. The call history can be configured to show only the information that you are interested in seeing.

Dial Pad: Several “looks” have a dial pad window that allows the user to dial telephone numbers in a similar fashion to using a standard telephone. There is also a recent dial list showing the last 20 numbers the user made calls to, or received calls from.

Communication Platform Limitations

The following CallViewer actions are MCD-specific and are not supported on Mitel 5000 systems:

Auto Answer

HotDesk

Trade Call

Leave Message

Call me back

Split Call

The following CallViewer actions are Mitel 5000-specific and are not supported on MCD systems:

Set Note against call

Record a call

Set Handset Volume

Wrapup (unable to force the wrap-up state)

One-step transfer

NOTE

The use of the Dial DTMF action is more limited on MCD systems than on the Mitel 5000/Inter-Tel Axxess systems. On MCD systems, DTMF capabilities are only allowed if a call is in an established state and it sends the digits to the far end device.



Using CallViewer

A CallViewer user has a networked PC connected to the Server, and a telephone connected to the company telephone system. When the user makes outbound calls or receives inbound calls, the dialed number or the Caller ID of the caller, along with other pertinent customer information, appears in the CallViewer user interface. This enables the user to see information about the caller before answering. CallViewer can also “screen pop” the customer information in the company database, allowing the user to save time locating the relevant information.

Figure 4-11. CallViewer Deployment

SWITCHUser

User

CallViewer

TCP/IPTrunk

System

Server

CTI Server

LAN

OAI

Caller IDDNIS

What does CallViewer provide?• Screen popping for calls and e-mail• Interchangeable user interface (i.e., “look and feel”options)• Customizable user buttons• Personal intelligent call routing• One-click dialing• DSS functionality• Advanced call control

TCP/IP

SystemOAI



CallViewer features include:

Media Blending: When an agent is routed an e-mail by Intelligent Router, the e-mail originator's details appear in Customer Service Manager just like a received call. You can also use the Microsoft Outlook integration to better respond to routed media, as well as provide annotations to the e-mail representation in CallViewer, just like they would with a call. See Intelligent Router online Help for details on how Media Blending works.

Enhanced User Interface: CallViewer has been updated in version 4.x to provide enhanced user functionality and customization. You can now choose a “Look and Feel” for the application interface. Each option is highly configurable, allowing you to modify the interface to suit your call handling needs and requirements. Such features as DSS buttons, integrated call logger, personal call router, and advanced call control functions improve your call handling capabilities and performance.

Agent Help Support: The agent-help functionality allows managers to monitor and react to the support needs of their staff in real time when faced with a difficult call that requires the assistance of a manager.

DSS Buttons: DSS buttons allow you to quickly see the call status of your colleagues to determine whether they are on a call, unavailable or free. You can customize the buttons to see more information about a particular extension, including the identity of the caller they are connected to and their current DND status. DSS buttons can also be used to perform call control operations, such as transferring or picking up calls, for the extensions being monitored.

Integrated Call History: The Personal Call Logger application in Customer Service Manager version 3 has been replaced in version 4 with an integrated call history. The call history provides a personal list of calls that have been made or received – both internally and externally – from your extension. In addition, the call logger also displays e-mail messages that have been routed to you via Media Blending.

Integrated Call Management: CallViewer includes an integrated call management system that allows you to control how calls to and from your extension are handled by using easy-to-configure rules and actions. For example, you may create rules to:

o Redirect calls without Caller ID to an attendant to avoid unwanted calls

o Play notification sounds when certain conditions are met, e.g., when an important client or business partner calls

o Set the destination for calls when you leave at the end of the day

Enhanced Call Annotation: Version 4.x provides enhanced call annotation capabilities, allowing you to attach call annotations to routed calls. For example, when you have a call that needs to be transferred to a second party for further information, you can now attach an annotation to the call, giving details of the initial conversation, before transferring it. The annotation is automatically displayed for the second party with the forwarded call, allowing them to review details of the initial conversation before answering the call. Annotations can help you to respond to calls and improve customer service.

Tray Bar Call Control: The CallViewer configuration menu and common call control functions, such as Go Dial, Answer, Release, Hold / Retrieve, and Transfer / Redirect, are available from the main Windows tray bar.



Starting CallViewer

To start CallViewer, do one of the following:

Double-click the CallViewer icon on the desktop.

From the Start menu, select All Programs – Mitel Customer Service Manager, and then select CallViewer.

When CallViewer starts, if the Network Settings have not been configured or have not been configured correctly, Startup Wizard begins. You can use the Network Settings dialog box to change CallViewer's network settings after installation.

CSM provides three levels of passwords:

Administrator: This is the highest level of password. Anyone who has this password can configure the Server, as well as have full access to all features in all modules.

Supervisor: This password level has restricted access to software features, such as not being able to control what device the Client is associated with.

User: This password level has further restricted access to software features, such as not being able to create actions.

CallViewer features can be limited by specifying passwords on the Server. If the Server has all password levels set, you will need to enter a password to access CallViewer when you connect to such a Server. If some password levels are not set, CallViewer will default your access to the highest unsecured password level; on an unsecured Server, this automatically makes any user an administrator.



Configuring CallViewer with Startup Wizard

When you launch CallViewer for the first time, the Startup Wizard helps you configure various common options step-by-step.

The following screens display during setup:

Welcome Page: This page begins a sequence of Startup Wizard pages used to collect some configuration defaults for the software.

Devices Page: Enter the extension number and the voice mail number used for this installation of CallViewer. The devices can be changed later using the Options dialog, on the Devices tab.

Enter the name of the CSM Server you want CallViewer to connect to: Choose one server option from the following choices:

o Run in simulation mode: When enabled, no connection is made to a CTI Server and the software runs in simulation mode. Enable this option when you need to simulate calls to test macros that you have written.

o Connect to this CTI Server: When enabled, CallViewer uses the server that you specify in the text box below this option. This is the default option when information is available for the server connection.

Look and Feel Page: Choose which look you prefer for CallViewer from the drop-down list. For each selection, you see a sample picture and a description of the features included. The following example shows the Executive Display.

Ready To Go Page: Select and configure a Ready To Go solution so that you can quickly access another application from within CallViewer. The following example shows the Ready To Go Solutions choices.

If you choose to install a solution, you can determine when CallViewer screen pops the database, using the following options:

o Automatically screen pop when call is answered: When enabled, the chosen database screen pops when a call is answered at the CallViewer extension. When disabled, the chosen database screen pops when a call starts to alert.

o Screen pop application for…: Choose inbound calls, outbound calls, or both inbound and outbound calls. Inbound calls will also screen pop routed e-mail messages.

You do not need to set up the Ready To Go (RTG) options using the Startup Wizard. You can also create a Ready To Go action when defining a new rule or button. You can also edit the settings of a Ready To Go solution created using the Startup Wizard using the Action Manager.

NOTEIf you want to run the startup wizard at a later time, right-click the CallViewer tray icon( ) and select Startup Wizard.

NOTESimulation mode is only used with the Customer Service Manager Developer SDK when creating user-defined actions.

NOTEYou can change to another “Look and Feel” selection at a later time if you choose. Refer to the CallViewer online Help for details.

NOTE

The application you intend to use for screen popping must be open while you are using screen popping from CallViewer. For example, to screen pop Outlook, it must be running on the PC where CallViewer is being used.



Dial Rules Page: The dial rules affect how a number is altered before being passed to the CTI Server to be dialed. Choose one of the following options:

o Calculate dial rules via CallViewer Customer Service Server: When enabled, all dial rules are calculated at the CTI Server using previously configured options. This is the default setting.

o Specify dial rules for this installation: When enabled, all dial rules are calculated by CallViewer using rules configured here or from the Options feature. To support canonical format dialing (i.e., the format that Outlook uses to store numbers), you need to use local rules that are correctly configured. Then you can dial numbers in the form “+country (area) number,” for example, “+44 1293 608200.”

The dial rules configuration includes tabs for General, Local, Long Distance, and International settings. Each tab contains a “test” section) so you can try out the settings before finishing the configuration.

To set the dial rules, complete the following steps:

1) On the General tab, program the Outbound Dial Prefix, which is the number you need to dial to reach an outside line, for example, 8 or 9. This information is critical for external outbound dialing.

2) On the Local tab, program the following:

o Local area code: Enter your area code (e.g., 480).

o Local toll calls: Enter any prefixes, within your area code, that may require the long distance code. You can enter partial prefixes to indicate a range (e.g., 8 would indicate 800-899).

o Always dial the local area code on local calls: When enabled, the local area code is always prefixed to the number being dialed, when dialing a local number.

o The local area code is prefixed with '0' for non-international calls: When enabled, this setting will prefix the local area code being dialed with a “0” for non-international calls entered using canonical format. For example, a UK number such as 01293 608200 would be entered in canonical form as +44 1293 608200, and would be dialed as such from a non-UK country, but in the UK the “0” needs to be prefixed to the local area code, and so this setting would need to be enabled. This setting only takes effect when dialing numbers in canonical form.

3) On the Long Distance tab, program the following:

o Long distance code: Enter the code required to dial outside your area code (e.g., 1 for the US).

o Don’t dial long distance code: Enter a comma-separated list of area codes that do not require the long distance code.

4) On the International tab, program the following:

o International dial code: Enter your international dial code (e.g., 011 for the US).

o Country code: Enter the country code where you are calling from, e.g., “44” for UK, “1” for US.

o Replace '+' with international dialing code: When enabled, a '+' in the number to be dialed is changed to the international dialing code the caller enters.

The Test section appears on each tab, and contains a Sample telephone number text box where you can type digits to test. As you type the number to test, the Actual number dialed field updates as you type, to reflect the number that would be dialed by CallViewer.



Click Test to apply the dial rules to the sample telephone number and produce a result in the Actual number dialed display. The type of call (internal, local, long distance, or international) is also displayed to help you determine which rule you may need to adjust for correct dialing.

Import Your Previous Configurations Page: This page appears only if you are upgrading from an earlier release of CallViewer (version 3.x or before), if legacy macro files or hot key settings are detected, and there are no current actions or hot keys defined for the current installation.

If you have existing Ready To Go (RTG) macros in use in CallViewer, you should NOT upgrade your old macros and buttons, but instead recreate them with the new Ready To Go integrations. In v4.x the Ready To Go options are more advanced and provide tighter integration with v4.x (i.e., they can be more fully customized, have multiple instances, etc).This also applies to automatic macros, which are now defined by rules. If you have existing RTGs in use, but also have other macros, you may want to perform the upgrade, but then delete the RTGs and recreate then using the new versions.

Many simple macros from v3.x are replaced by built-in actions in v4.x, such as those that opened a file or placed a call. For example, the “Set Call Note” macro from v3.x has been entirely replaced by a built-in feature, so you can delete that button or associated macros.

The import page contains the following options:

o Import existing button macros: This option is enabled if existing macro files from an earlier release are installed on this computer. When enabled, upon successful completion of the Wizard, the Wizard imports the existing button macros as new actions bound to new buttons.

o Import existing automatic macros: This option is enabled if the previous option is enabled. When enabled, upon successful completion of the Wizard, the Wizard imports the existing automatic macros as new actions bound to new rules.

o Import existing hot keys: This option is enabled if existing hot keys from an earlier release are configured and enabled on this computer. When enabled, upon successful completion of the Wizard, the Wizard imports the existing hot keys as new hot keys in this installation.

Finished Page: To complete the CallViewer configuration, click Finish in the Startup Wizard.

To automatically configure the Server, click Auto Configure. The product will automatically attempt to find a CTI Server on the network. After the Server has found a CTI Server, and the information in this screen is updated, click OK to exit this screen and save the changes. To cancel unwanted changes, click Cancel.

When you are finished configuring the network settings, click OK to save your changes. To cancel unwanted changes, click Cancel.

NOTEThe Actual Number Dialed area is for display only; you cannot edit the contents.


Chapter 4: ApplicationsRealViewer

RealViewerRealViewer is an application that shows real-time call statistics, enabling you to see current details against all or selected call criteria on the telephone system.

RealViewer requires an available license. If a RealViewer license is not available, Call Summary, which does not support custom filters and certain statistics, is invoked.

To install RealViewer, refer to instructions in Installing Client Applications on page 5-22.

RealViewer vs. Call Summary

Like RealViewer, Call Summary displays Deskboard tiles with real-time call statistics. Unlike RealViewer, however, Call Summary does not support custom filters. In addition, Call Summary supports only a limited number of statistics. All tiles in Call Summary use the All Calls filter, which cannot be edited or deleted.

Call Summary is automatically installed as a component of RealViewer and is initiated if a RealViewer license is not consumed (e.g., a license is not available). If the application title bar indicates Call Summary, but you have RealViewer installed, there are no available RealViewer licenses.

If you request a RealViewer license and one is not available, you are given the option to permanently use a Call Summary license..

RealViewer Basics

Before you can begin using the product, you should understand the following basic concepts:

Statistics: Everything displays as a statistic, whether this is the number of a given trunk line, the number of inbound calls answered by a given agent, or the total talk time accumulated so far today for every device.

Filters: RealViewer lets you limit the data you view based on filters. These enable you to display statistics for a list of extensions from a particular group. Or, you can change a particular statistic so that it only applies to certain calls, such as calls that rang longer than a specified time, outbound calls, abandoned calls, etc.

Tiles: A tile is the user interface element that displays a single statistic. Filters are applied to these tiles to limit the information it considers when calculating the statistic. Several tiles can be displayed at a time, each with their own filters.

Alarms: Alarms alert you when a statistic falls within a given range (e.g., when there are more than n number of calls in the queue). These are applied to tiles based on the associated statistic and can be configured to flash the associated tile, play a sound, write a message to an alarm log, and/or activate the alarmed tile.

Global Options: There are also several global options, such as the Short Call Level, which will affect all statistics of a particular type.

Call Summary: If no RealViewer licenses are available or if you do not want to consume a license, Call Summary is initiated. Call Summary provides the basic functionality of RealViewer but does not support custom filters. In addition, the number of available statistics is limited in Call Summary.

Each of these areas plays an important role in how RealViewer calculates and displays call information.

NOTEUnless specified otherwise, the information in this chapter applies to both Call Summary and RealViewer.



Using RealViewer

Using RealViewer, you can view statistics, such as the Longest Waiting Inbound Call Today, either across the telephone system, for a group of extensions, or for a particular event. You can also view the number of agents currently in the busy state, for example, or the number of inbound calls currently waiting to be answered. In addition, you can filter information based on group, DID number, telephone number, etc.

RealViewer supports internal call modeling and media blending. With media blending, e-mail messages can be routed, handled, and filtered just like calls.

Figure 4-12. RealViewer Deployment

The following features are included with RealViewer:

Tile Statistics: To support the addition of internal call modeling and advanced media blending, RealViewer includes over 180 updated statistics and over 130 new statistics that can be used to configure tiles, as shown in the example below. To see a full list of the statistics that are available, refer to RealViewer online Help.

Filter Options: You can also filter tiles using several new filter settings including:

o Select media from external, internal or a routed e-mail

o Call transferred from agent

o Call transferred to agent

o Call annotation

o E-mail Subject

o Agent Help

SystemAgent

Agent

RealViewer

TCP/IPTrunk

System

Server

CTI Server

LAN

OAI

Caller ID DNIS

What can RealViewer do? • Numerically display in excess of 500 simultaneous values. • Audible & Visual alarm indicators against customer-configurable thresholds, • Filter by extensions, groups, DID, trunk, etc.

TCP/IP

SystemOAI



Starting RealViewer

To start RealViewer, do one of the following:

Double-click the RealViewer icon on the desktop.

From the Start menu, select All Programs – Mitel Customer Service Manager, and then select RealViewer.

When the product starts, if the Network Settings have not been configured yet or have not been configured correctly, Startup Wizard attempts to automatically find a Server on your LAN using a self-configuration mode.

Configuring RealViewer with Startup Wizard

RealViewer will not run correctly until the application has been appropriately set up for the current network and Server configuration.

If this is the first time RealViewer has been run after installation, the RealViewer Startup Wizard runs. The Startup Wizard is not run for Call Summary installations.

The wizard will help you locate a CTI Server if one cannot be found, and it will ask you some simple questions to help create a default RealViewer screen.

When using the RealViewer Wizard, you can navigate by using the following buttons:

Next: Advances you to the next screen.

Back: Returns you to the previous screen.

Cancel: Stops the Wizard and returns you to the main screen. If the Wizard was invoked due to missing settings, clicking Cancel will close RealViewer completely.

Help: Displays the online Help information for that screen.

The following screens are displayed during setup:

Welcome Page: This page begins a sequence of Startup Wizard pages that is used to collect some configuration defaults for the software. Click Next to continue.

Search for Customer Service Server: Choose from one of the options below, and click Next.

o Keep existing settings. This is the default choice if RealViewer finds existing settings in the registry for a server to which to connect. The existing settings will remain unchanged.

o Connect to this CTI Server: Select this option to use the server that you specify in the text box below this option.

RealViewer Style: This page allows you to choose the style of RealViewer screen that you would like to create.


Chapter 4: ApplicationsReporter

ReporterReporter Basic, Reporter, and Reporter Pro are used to run historical reports on call, e-mail, and agent activity information, which is stored within a database on the CTI Server. These reports can be run by specifying various criteria (e.g., reports can be filtered by Caller ID, DID number, trunk line, extension or agent groups, time, date, call cost, etc.).

The following features are available in Reporter:

Report Statistics: To support the addition of internal call modeling and advanced media blending, Reporter includes over 170 updated statistics and over 90 new reporting statistics for configuring reports. Depending on the license used, these include:

o Call / E-mail List Statistics

o % Of Call / E-mail Total Statistics

o Historic Routing Statistics

o Agent Statistics

To see a full list of the new statistics that are available, refer to Reporter online Help.

Report Filters: In addition to updated call statistics, you can also filter reports by several new filter settings, including:

o Whether media is external, internal or routed e-mail



o Call annotation

o E-mail Subject

Report Templates: The following report templates for Media Blending statistics include:

o E-mail List, General

o E-mails by Domain

o E-mails by Half Hour

o E-mail Summary by Day / Week / Month

o E-mails by Hunt Group

o E-mails by Agent

o E-mails by Talk Time

DND Status Reporting: Reporter Pro supports advanced Do-Not-Disturb (DND) status reporting, allowing managers to monitor how much time their staff are spending on non-telephone based activities. DND reporting is available by extension or agent, both historically and in real time.

To install Reporter, see Installing Client Applications on page 5-22.

When Reporter or Reporter Pro is installed on a computer, Reporter Real-Time, which provides real-time call and agent reporting, is also installed (see page 4-37). Reporter also include the Auto Reporter application (see page 4-33).



Auto Reporter

To access the Auto Reporter configuration window, do one of the following:

Click the Auto Reporter button ( ) on the main toolbar.

Press the F8 key on your keyboard.

Auto Reporter provides the following options:

Report Schedules: Allows you to configure report schedules. This displays the main window.

Sites: Allows you to add and edit sites.

Events: Allows you to see the results of recently scheduled reports.

The Auto Reporter component provides the following features:

Scheduled Reporting: Allows you to schedule reports to be run at intervals ranging from every 15 minutes to once a month. Reports can be automatically displayed, printed, exported, publish to the Internet, or e-mailed.

Batch Reporting: Allows you to batch several reports together and perform the same action on all reports at once. For example, you can print your monthly reports all at the same time or publish key reports to the Internet every day.

Report Publishing: Allows you to manually or automatically publish your reports to the Internet for viewing in a Web browser or on a WAP-enabled device. Your reports can be accessible no matter where you are.

E-Mailing Reports: Allows you to e-mail exported reports to your colleagues either automatically or at the touch of a button.

To successfully publish reports and statistics, you need access to a Web server. For this server, you can use a company Web server, your own PC, or even an Internet Service Provider (ISP). While this document will cover some of the various Web server configurations, be careful. An invalid Web server configuration can result in a non-functional Web server.

NOTEConsult your system administrator or Web site administrator before you configure Auto Reporter. If possible, it is recommended that your system administrator or Web site administrator assist you in the configuration process.




The following limitations for the MCD platform apply to Reporter:

The MCD platform does not support multiple DND states like the Mitel 5000 and Inter-Tel Axxess systems. This limitation causes the “DND Status by Extension” and “DND Status by Agent” reports to display an error stating that the selected report contains fields that are not designed for the telephone system you are connected to.

MCD supports multiple Busy N/A walkaway codes for ACD Express agents. These codes are not included in any of the reports by default, and include the following statistics:

o Extension Time in Busy N/A

o Average Extension Time in Busy N/A

o % Extension Time in Busy N/A

o Time in 'Busy N/A State n

o Time in Unknown Busy N/A States

o Average Time in 'Busy N/A State n

o Average Time in Unknown Busy N/A States

o % Time in 'Busy N/A State n

o % Time in Unknown Busy N/A States

To view the statistics for these states, they must be added manually to the Mitel3300BusyNAValues.txt file, which is located in the Server/Bin directory on the CSM Server machine.

To update the strings:

1. Edit the file.

Following is an example of the file:

# Properties must be defined first.

Properties=”CodeID”|”Text”|”TextInfo”

# Code ID values start at 1 because 0 is the “None” value.

“1”|”Busy N/A 0"|”|””

“2”|”Busy N/A 1"|”|””

“3”|”Busy N/A 2"|”|””

“4”|”Busy N/A 3"|”|””

“5”|”Busy N/A 4"|”|””

“6”|”Busy N/A 5"|”|””

“7”|”Busy N/A 6"|”|””

“8”|”Busy N/A 7"|”|””

“9”|”Busy N/A 8"|”|””

“10”|”Busy N/A 9"|”|””

“11”|”Busy N/A *”|”*”|””

“12”|”Busy N/A #”|”#”|””

Lines that begin with “#” are ignored. The Properties line indicates the order of the values in each of the value lines. The first string in the value line is the internal code for the busy state. The internal code goes from 1 to 12 and maps to the busy reasons 0 through 9, * and # defined on the MCD system.

2. Perform a manual synchronization from Data Manager or wait for the scheduled synchronization to occur.

3. Restart the Reporter clients to reflect the changes.



Starting Reporter

To start Reporter, do one of the following:

Double-click the Reporter icon on the desktop.

From the Start menu, select All Programs – Mitel Customer Service Manager, and then select Reporter.

When the product starts, if the network settings have not been configured yet or have not been configured correctly, a self-configuration mode will be invoked to attempt to automatically find a CTI Server on your LAN.

Configuring Reporter with Startup Wizard

Reporter will not run correctly until the application has been appropriately set-up for the current network and CTI Server configuration.

If this is the first time Reporter has been run after installation, Reporter will ask for the following options to be configured:

Welcome: Click Next to begin the installation.

Search for Customer Service Server: Choose from one of the options below, and click Next.

o Keep existing settings. This is the default choice if Reporter finds existing settings in the registry for a server to which to connect. The existing settings will remain unchanged.

o Connect to this CTI Server: Select this option to use the server that you specify in the text box below this option.

Call Costing Page: Enter all the local dial codes for your area, separating each with a comma. Click Next.

Report Upgrade Page: Select one of the following options:

o Upgrade reports to process external and internal calls: If displayed, select this option to use the report filter option “Only process calls (external and internal)” for all existing reports from an earlier Reporter installation. Choosing this option excludes e-mail messages from the upgraded reports, however, you can create additional reports that include e-mail messages.

o Upgrade reports to process external calls only: Select this option to use the report filter option “Only process external (trunk) calls” for all existing reports from an earlier Reporter installation. Choosing this option effectively maintains the functionality of the previous version reports, because version 3.x reports only considered external calls.

o Do not upgrade reports: Select this option to leave the reports as they were in the previous version (i.e., do not apply any of the filtering capability that is new to v4.1). Choosing this option causes the upgraded reports to take into account e-mail messages and internal calls.

Auto Reporter Site: This page appears only if a default site has not already been created, you have Internet Information Server (IIS) or Personal Web Server installed on your computer and the application detects it. This allows you to create an Auto Reporter site

NOTE

The call costing functionality provided by Reporter is based on limited information provided by Telcos. Additionally, carriers can update their tariffs at any time. For this reason, changes in tariffs or network carrier discounts cannot always be reflected.

NOTEThis option causes reports to include all media types, however, it will not change report names, so a report such as “Calls by Extension” will also process e-mail messages.



using the default settings.

Finished Page: To complete the Reporter configuration, click Finish in the Startup Wizard.

You can modify these configurations at any time while running Reporter.


Chapter 4: ApplicationsReporter Real-Time

Reporter Real-TimeReporter Real-Time is an application that shows real-time external call and routed e-mail statistics, allowing you to see real-time details against all or selected call and e-mail criteria on the telephone system. Not only will it show the current extension, agent, and trunk activity, it will include detailed information such as the caller’s identity, DID number used, etc.

With Reporter Real-Time, you can tell who is involved in a call or e-mail (including the distant end), how long the call/e-mail took to answer, and how long the call has been in progress. You can also add a Direct Station Selection (StationViewer) tile that allows you to monitor the current call activity of extensions and/or agents.

Although Reporter Real-Time is installed when you install Reporter, you need to have purchased the “Enhanced Reports/Reporter/Real-Time” Reporter module, which also enables Reporter type reports in Reporter, to use Reporter Real-Time. Reporter is a tool for building call reports from the call log database that the CTI Server automatically produces.

To support internal call modeling and advanced media blending, Reporter Real-Time includes over 180 updated statistics and over 130 new statistics that can be used to configure tiles. To see a full list of the statistics that are available, refer to Reporter Real-Time online Help.

Reporter Real-Time provides the following features:

Filter Options: You can also filter tiles using several new filter settings including:

o Select media from external, internal or a routed e-mail



o Call annotation

o E-mail Subject

o Agent Help

DSS Button Appearance: You have great flexibility in configuring the appearance of DSS Buttons, including:

o The size of the button

o What information appears on the button

o The colors used to display the button

Reporter Real-Time and Reporter have several different variations that are either enabled or disabled, based upon the software license that has been purchased by the end user.

Reporter Real-Time is installed along with Reporter. Refer to instructions in Installing Client Applications on page 5-22. Reporter Real-Time also include the Auto Reporter application (see page 4-33).




The following limitations for the MCD platform apply to Reporter Real-Time:

ACD Express Agents on the MCD system hot desk into an extension rather than log into an extension. The process of logging in an ACD Express Agent results in the extension being taken out of service. As a result, the Extension column in the Agent List always displays the directory number of the agent rather than the extension that the directory number of the device that was taken out of service. For Mitel 5000 and Inter-Tel Axxess systems, this column displays the device extension.

CSM maps the DND state of the phone to the Busy N/A state within Reporter Real-Time. Therefore, if an ACD Express Agent is placed in DND either through Reporter Real-Time or through the phone, the user cannot place the ACD Express agent on the MCD system into Make Busy until the Busy N/A state is cleared. The reverse is not true. If an ACD Express Agent is placed in the Busy/NA state, it is still possible to set the phone into DND through Reporter Real-Time.

MCD does not allow ACD Express Agents to log into individual groups. The Log In dialog box does not display the hunt group control. Logging in an ACD Express Agent logs them into all of their groups and the Agent List reflects the hunt groups that they are in. In Reporter Real-Time for clients connected to Inter-tel Axxess or Mitel 5000 systems, the login dialog displays the hunt group control.

An ACD Express Agent that logs into the MCD system only receives calls on hunt groups in which they are present. When an agent logs in, the ACD Hunt Groups column only displays the groups that the agent is present in. When the agent logs out, no presence information is displayed. Because an agent cannot log in or log out of a specific group, the group selection box is not included in the log in and log out dialogs. When the Reporter Real-Time client is connected to an Inter-Tel Axxess or Mitel 5000 system, the ACD Hunt Groups column displays the hunt groups that the agent is logged into.

An ACD Express Agent’s presence can be controlled using the Set Presence menu option. The administrator is prompted for the agent ID, the hunt group and whether to mark the agent present or absent. If the operation is successful, the ACD Hunt Groups column should reflect the new state. If the operation is unsuccessful, an error is displayed. The Hunt Group list shows all of the hunt groups in the system. The presence of an agent can only be changed on the hunt groups that the agent is a member of. All others will return an error. The Set Presence menu is not visible on Reporter Real-Time clients connected to Inter-tel Axxess or Mitel 5000 systems.

In the Mitel 5000 and Inter-Tel Axxess systems, the Busy NA state and the DND state are synonymous. In the MCD system the two states are treated differently. If an ACD Express Agent is in a Busy state, they do not receive hunt group calls, but may still receive calls on their extension. If an ACD Express Agent is in DND, they do not receive calls on their extension at all. The Enter DND State menu option allows for both states on Reporter Real-Time clients connected to an MCD system. This menu option does not appear when the client is connected to an Inter-Tel Axxess or Mitel 5000 system.

If an ACD Express Agent is placed in the Busy state, the Current Status column displays the state Busy N/A. If an ACD Express Agent is placed in DND, the Current Status column displays the state Busy N/A and the DND Message column displays DND. The DND Message column is not selected by default. The Enter free state menu option clears the agent from both the Busy state and DND.

NOTEYou must perform a synchronization from Data Manager, and then restart Reporter Real-Time for the changes to take effect.



Starting Reporter Real-Time

To start Reporter Real-Time, do one of the following:

Double-click the Reporter Real-Time icon on the desktop.

From the Start menu, select All Programs – Mitel Customer Service Manager, and then select Reporter Real-Time.

When the product starts, if the network settings have not been configured yet or have not been configured correctly, a self-configuration mode will be invoked to attempt to automatically find a CTI Server on your LAN.

Configuring Reporter Real-Time with Startup Wizard

If this is the first time Reporter Real-Time has been run after installation, Reporter Real-Time will invoke a configuration wizard containing the following pages:

Welcome To Reporter Real-Time: This displays basic information about Reporter Real-Time and the configuration wizard. Click Next to continue.

Search for Customer Service Server: Choose one server option from the following choices and then click Next:

o Keep existing settings: This option visible and is the default choice if Reporter Real-Time finds existing settings in the registry for a server to which to connect. Select this option if you want the existing settings to be left unchanged.

o Connect to this CTI Server: Select this option to use the server that you specify in the text box below this option. This is the default option when information is available for the server connection.

Extension for Call Control: This page allows you to program the supervisor information. Enter the supervisor’s extension device number (not agent ID) and the supervisor’s Talk Voice Mailbox (if your site has a Talk Voice Mail system).

Finished: This is the last page of the wizard. You can review your choices by using the Next and Back buttons. After you are satisfied with your selections, click Finish.

You can modify these configurations at any time while running Reporter Real-Time.


Chapter 4: ApplicationsFilters

FiltersFiltering is a feature provided in Reporter, Reporter Pro, RealViewer, and Intelligent Router. This allows you to filter information based on different parameters, such as how long a call was active, what ACD hunt group the call rang, what DID number the call used to access the switch, etc. You can choose to filter calls by trunk or by device.

Filtering calls by device considers each individual device that a call is handled by, whereas filtering by trunk only considers each call once regardless of how many devices handled it. Filtering by device is often used to measure individual agents or extensions, while filtering by trunk is used to measure statistics against DID numbers or trunk lines, e.g., to measure the effectiveness of a marketing campaign. Further information can be found in the Calculating Statistics by Device on page A-2 section.

Every report or tile is filtered by the All Calls filter by default. The All Calls filter does not exclude any calls when filtering, and cannot be edited or deleted.

In Reporter Real-Time and RealViewer, a filter can be applied to each tile, and the same filter can be applied to multiple tiles. In Reporter, a filter is applied to a report, and the same filter can be applied to multiple reports.

You can create as many filters as you require, limited only by available memory. You can also edit a filter after creating it, to immediately see the effects of the changes you make.

The Filter Manager lists the currently available filters and provides access to programming options. To display the Filter Manager, do one of the following:

Click the Filter Manager button ( ) on the toolbar.

Press CTRL + F.

Select Filter Manager from the main menu.

Figure 4-13. Filter Manager

NOTEIn Reporter Real-Time and RealViewer, the greater the number of different filters that you apply to tiles increases the time it takes for the application to start.



If you have Administrator permission, you can add, remove, edit, and copy filters, using the buttons described below.

Add: Displays the Add Filter dialog box so you can create a new filter. You can also add a filter by clicking the Filter button on a tile or report, and choosing Add Filter.

Remove: Removes the currently selected filter. You are prompted for a confirmation before the filter is removed. If you remove a filter, any tiles or reports using that filter will default to the All Calls filter.

Remove All: Deletes all filters listed except the All Calls filter. You are prompted for a confirmation before the filters are removed. If you remove all of the filters, any tiles or reports using those filters will default to the All Calls filter.

Edit: Displays the Edit Filter dialog box so you can edit the selected filter. (You can also access the Edit Filter dialog box by double-clicking on the filter you want to edit).

Copy: Copies the current filter and immediately includes it in the filter list. The name of the copied filter is the same as the original filter except it includes “(1)” after the name. For example, a copy of the Sales filter would result in Sales (1).



Adding a Filter

Filters allow you to limit the information provided by a statistic.

To add a new filter:

1. Open the Filter Manager, and click Add. Or, you can click the Filter button ( ) in a tile or report caption and click Add Filter. The Add New Filter screen appears.

2. Select the tab corresponding to the information you want to use as the filtering parameters, and program the information. Tabs include:

General (see page 4-43)

Call Route (see page 4-45)

ACD Hunt Groups (see page 4-46)

Direction & DID (see page 4-48)

Duration (see page 4-50)

Call Status (see page 4-52)

Information (see page 4-54)

Transferred Calls (see page 4-56)

Miscellaneous (see page 4-57)

3. Click OK when finished, or click Cancel to exit without saving changes. If you added a filter through the Filter Manager, you are returned to the Filter Manager screen. If you added a filter using the tile or report buttons, you are returned to the main application window.

NOTE

Any of the text-based fields can accept wild cards (e.g., “*@Mitel.com”) or comma separated lists (e.g., “200-204,207,209”) to define the extensions, groups, or agents you want to include in the filter. The list you enter can include ranges or individual extension items wherever you can specify a device. For example, if you entered “200-204,207,209,” the filter would include extensions 200, 201, 202, 203, 204, 207, and 209. You may not enter “abc-def” for a device field range because letters are not valid in that context. You can also use the drop-down list to select extensions or agents, which are intelligently added to or removed from the list.



General

The General tab allows you to create a filter for calls on certain extensions or agent devices.

Figure 4-14. Add New Filter: General Tab

This tab includes the following fields:

Filter Name: Type a unique description of the filter. This will be displayed in the Filter Manager and on any tile’s caption that uses the filter. The description should provide enough information so you can easily identify what the filter displays.

Extensions to filter on: Type a comma-separated list of extensions to include in the filter. Any calls that ring, are answered, or terminate at one of these extensions will be included in the filter. You can use such a filter to apply to an extension list tile to define which extensions you want to see.

Agents to filter on: Type a comma-separated list of agents to include in the filter. Any calls that ring, are answered, or terminate at one of these agents will be included in the filter. You can use such a filter to apply to an extension list tile to define which agents you want to see.

NOTEA filter and a rule cannot have the same name. This includes putting spaces before or after an existing rule name. For example, you cannot have “check email” as a rule and “<space>check email” as a filter.



Calculate statistics by trunk line: Calculates statistics by modeling calls on the trunk line where the call was active, ignoring transferred calls in the calculation. For example, a call that rang at group 1001, was answered at 210, and transferred to group 10001 would be considered one call. Select this option when you want to know the actual call traffic entering the phone system from the telephone company (e.g., to measure how many calls have originated through DID numbers or from different sets of trunk lines). In Reporter this is disabled, and is defined on the Filter tab of the report's properties. In Reporter, the defaults depend on the type of report you are creating, whereas in other modules the defaults are by device, and you should change it if the information you want is more trunk-related.

Calculate statistics by device: Calculates statistics by modeling calls on devices (extensions, agents, or hunt groups) on which the call was active, including transferred calls in the calculation. For example, a call that rang at group 1000, was answered at 210, and transferred to group 1001 would be considered two calls: one that initially rang 1000 and one that rang 1001. Select this option if you want to measure the number of calls that alerted a particular hunt group or extension. In Reporter this is disabled, and is defined on the Filter tab of the report's properties. In Reporter, the defaults depend on the type of report you are creating, whereas in other modules the defaults are by device, and you should change it if the information you want is more trunk-related.



Call Route

The Call Route tab allows you to filter calls and e-mail messages based on the route that the call or e-mail took through the system, including where it first alerted, and where it was completed.

Figure 4-15. Add New Filter: Call Route Tab

The Call Route tab includes fields which are defined for extensions or agents as follows:

Extension Fields

Call First Rang At Extension/Group: Includes any calls that rang at an extension or group specified in the list. Enter a comma-separated list of extensions to include in the filter or use the drop-down list. If you want to measure call-based statistics for a hunt group, enter the hunt group number (or numbers) in this field.

Call Answered On: Includes any calls that are answered at an extension specified in the list. Enter a comma-separated list of extensions to include in the filter or use the drop-down list.

Call Currently On/Call Finished On: Includes any calls that are currently on or that were finished at an extension specified in the list. Enter a comma-separated list of extensions to include in the filter.

Agent Fields

Call First Rang At/Dialed By: This agent-related field includes any calls that rang at or were dialed by an agent specified in the list. Enter a comma-separated list of agents to include in the filter or use the drop-down list. Agents will be in this field only if they were called directly (e.g., a call transferred directly to them), or if they initiated an outbound call.

Call Answered On/Call Answered By: This agent-related field includes any calls that are answered at an agent specified in the list (see the previous Call Answered On/Call Finished On information for details).

Call Currently On/Call Finished By: This agent-related field includes any calls that are currently on or that were finished by an agent specified in the list (see the previous Call Currently On information for details).



ACD Hunt Groups

The ACD Hunt Groups tab allows you to filter an agent list to display only agents logged in or out of specific hunt groups, and allows you to filter agent statistics, for example, Time In Busy or Total Time on Duty, for particular groups.

Figure 4-16. Add New Filter: ACD Hunt Groups Tab

The options on the ACD Hunt Groups tab are not designed to filter call information, only agent state information. It also can be used to filter agents in an agent list, based on which groups they are logged in to. If you specify only ACD hunt groups for a filter, it will produce the same result as applying the All Calls filter to a tile showing call statistics.

In CallViewer agents can indicate that they require help using the Agent Help LED. The agent is highlighted on the agent list tile so that the supervisor can quickly identify who is requesting help. Using the Agent Help section of this tab, you can also create a filter to only consider agents who currently require help.

Hunt Groups: Enter the ACD Hunt Groups to which the list will be restricted. Enter a comma-separated list of hunt groups to include in the filter or use the drop-down list to select and clear hunt groups.

Show Devices Logged In To These Groups: Select this option to display only agents who are logged into the selected hunt groups in the list. This option applies only to what appears in an agent list to which this filter is applied.

NOTEIf you want to create a filter for call-based statistics, e.g., Calls In, Calls Answered, etc., you should also enter the list of hunt groups on the Call First Rang At field on the Call Route page.



Show Devices Not Logged In To These Groups: Select this option to display only agents who are not logged into the selected hunt groups in the list. This option applies only to what appears in an agent list to which this filter is applied.

Only consider agents who need help (RealViewer, Intelligent Router, and Reporter Real-Time only): When this option is selected, only agents who currently have enabled their agent help LED in CallViewer will be considered. When this option is not selected, agents are considered regardless of their agent help LED status.

If you want to see agents in an agent list regardless of whether they are logged inor logged out of a group, use the Agents field on the General tab to list the

agents who can log in to the necessary groups.

NOTEThis setting does not apply to any agent help functionality provided by the telephone system.



Direction and DID

The Direction and DID tab allows you to filter calls based on whether they are inbound or outbound and the DID number used for inbound calls.

Figure 4-17. Add New Filter: Direction & DID Tab

This tab contains the following fields:

Filter Inbound/Outbound: Click All Calls to include calls regardless of their direction in the filter. Click Inbound only to only include inbound calls in the filter. When this is clicked, the Inbound Calls section will be enabled so that you can specify further information on inbound calls to include in the filter. Click Outbound only to only include outbound calls in the filter.

Direct Inward Dialing (DID): Enter a comma-separated list of DID numbers to include in the filter. Any calls that are presented to a DID number in this list will be included in the filter.

Caller ID Received?: Click Yes to only include calls where the Caller ID number is received. Click No to only include calls where the Caller ID number is not received. Click All to include calls regardless of whether or not they are received with Caller ID.

Direct Dialed Only?: Click Yes to only include calls which are directly dialed. Click No to only include calls which are not directly dialed. Click All to include calls regardless of whether or not they are directly dialed.

NOTE

Routed e-mail messages are considered as having Caller ID, which is actually the address. Therefore, filtering on Caller ID will include e-mail messages, unless they are filtered out by media type; filtering for no Caller ID, will exclude all e-mail messages.

NOTE

Routed e-mail messages are considered as having been directly dialed, therefore, filtering on Direct Dialed Only will include e-mail messages, unless they are filtered out by media type; filtering for no Direct Dialed Only, will exclude all e-mail messages.



Call Cost (Reporter only): Select a comparison type for the call type. For example, to report call costs that are greater than $5.00, select >. Enter a call cost (e.g., 5) in the adjacent field. The call cost is always entered in the main currency unit of $0.00. To enter fraction of a currency unit, such as $.50, enter 0.50.

Cost Group (Reporter only): Select the cost group that you want to use as a filter. A cost group includes Local, National, International, etc.

NOTE

Using the = comparison for call cost is not advisable. Computers often store numbers carried out to different decimal places (e.g., 0.50 may be stored as 0.499999999). If this occurs, the equivalence operator will not work because 0.4999999 does not equal 0.50. Use >= or <= where appropriate instead. Also, call costing calculations are based on limited data input and therefore may differ from the actual call charges made by the Telco.



Duration

The Duration page allows you to filter calls based on how long the call has been ringing or active

Figure 4-18. Add New Filter: Duration Tab


Ring Time: Filters calls based on how long they have been ringing (or how long they rang). E-mail messages are considered “ringing” for the time they have not been routed to an agent. Use the drop-down box to select how you want to filter the call’s ring time. To only include calls/e-mail messages that are ringing for longer than a specified time, select >=. To only include calls/e-mail messages that are ringing for less than a specified time, select <=. Then specify the ring time that you want to use for comparison. The time can be entered as either “?h ?m ?s,” or as “hh:mm:ss.” Valid examples include “5m” or “05:00” for 5 minutes, “15s” or “00:00:15” for 15 seconds, etc. This filter is affected by the Yes, this device is treated as ‘not answered’ and Yes, this device is treated as ‘not yet rung’ flags in Server.

Talk Time: Filters calls based on how long the call was actively connected (i.e., from the time the call was answered to the time it was terminated or diverted/transferred from the device). For e-mail messages, talk time is considered the time the e-mail waited between being routed to an agent and the time a reply was sent. Use the drop-down box to select how you want to filter the talk time. To only include calls that are connected for longer than a specified time, select >=. To only include calls that are connected for less than a specified time, select <=. Then specify the talk time that you want to use for comparison. The time can be entered as either “?h ?m ?s,” or as “hh:mm:ss.” Valid examples include “5m” or “05:00” for 5 minutes, “15s” or “00:00:15” for 15 seconds, etc. This filter is affected by the Yes, this device is treated as ‘not answered’ and Yes, this device is treated as ‘not yet rung’ flags in Server.



Total Time: Filters calls and e-mail messages based on how long the call/e-mail has been active (i.e., since it started ringing) regardless of whether or not it has been answered. Use the drop-down box to select how you want to filter the total time. To only include calls and e-mail messages that are active for longer than a specified time, select >=. To only include calls/e-mail messages that are active for less than a specified time, select <=. Then specify the total time that you want to use for comparison. The time can be entered as either “?h ?m ?s,” or as “hh:mm:ss.” Valid examples include “1h” or “1:00:00” for 1 hour, “34m 27s” or “00:34:27” for 34 minutes 27 seconds, etc. This filter is affected by the Yes, this device is treated as ‘not answered’ and Yes, this device is treated as ‘not yet rung’ flags in Server.

Total Hold Time: Filters calls based on the time that they spent on hold. E-mails are not included in Total Hold Time. First select whether you want to include calls that were on hold for longer than a given time (>=) or less than a given time (<=). Then specify the duration to compare against. Durations can be entered as “hh:mm:ss” or as “?h ?m ?s”. For example, “00:01:30” is the same as “1m 30s” or “90s”.

Call Started Between: This will filter calls based on a specified start and end time, calculating the statistics only for calls that started within this range. Enter the start and end times in your regional format (e.g., “08:00” or “8:00:00 AM”). Filtering by time only affects historic call summary statistics, such as Inbound Calls Answered and Total Talk Time, and time-based agent statistics including % Free Time. It will also be used to filter similar statistics in the Extension, Agent, and Trunk list (Reporter Real-Time only). It does not, however, affect real-time statistics, such as Agents Logged In, Calls Waiting, and Total Talk Time Now.

NOTEThe Total Hold Time option is disabled for the RealViewer and Reporter Real-Time modules.

NOTEThis setting is available only in Reporter Real-Time and RealViewer. In Reporter, use the Date / Time properties of the report to define the time period for which the report should be run.



Call Status

The Call Status tab filters calls based on their status and/or whether or not the call information was identified by the Server.

Figure 4-19. Add New Filter: Call Status Tab

This tab contains the following fields:

Show external (trunk) calls: When enabled (default), external calls are included in the filter.

Show internal calls: When enabled (default), internal calls are included in the filter.

Show e-mail messages: When enabled (default), e-mail messages are included in the filter.

Answered Calls? (not available in Reporter): Click Yes to only include answered calls in the filter. Click No to only include unanswered calls in the filter. Click All to include calls regardless of whether or not they are answered. This filter is affected by the Yes, this device is treated as ‘not answered’ and Yes, this device is treated as ‘not yet rung’ flags in Server.

NOTE

If all three of the options above are not selected, all types of media are filtered out, and no statistics can be calculated.

Unless Internal Call Modeling is turned on, filtering on Internal Calls will have no effect. If no media blending is configured, filtering on e-mail messages will have no effect.



Call Identified? (not available in Reporter): Click Yes to include only calls and e-mail messages that have been matched against the Server CTI Server Import. Click No to include only calls and e-mail messages that have not been matched against the Server Import. These calls would normally appear as “New Contact” in Reporter Real-Time or CallViewer. Click All to include calls and e-mail messages regardless of whether or not they have been matched against the Server Import.

Call on Hold? (not available in Reporter): Click Yes to only include calls that are currently on hold. Click No to only include calls that are not currently on hold. Click All to include calls regardless of whether or not they are on hold.

NOTEThe Calls on Hold? option will affect only currently active calls, as historical calls will normally not be on hold.



Information

The Information tab allows you to filter calls based on the telephone number or the various fields of the CTI Server import.

Figure 4-20. Add New Filter: Information Tab


Telephone No.s: Enter a comma-separated list of telephone numbers and/or e-mail addresses to include in the filter. This type of filter will filter telephone numbers that call in or dial out. To only include people calling in from a number in this list, you should filter on Inbound calls only.

Import Field 2 to Import Field 6: Enter a comma-separated list of a string to include in the filter. Wildcards can also be used in the filter. The meaning of the filter depends on what data is being imported into Server. Fields 2 through 6 are customer-specific and contents depend on what the Import file on your Server contains. Usually, Import Field 2 is the name of the company calling; so, Import Field 2 could be filtered on “Alpha*” to include calls from companies such as “Alpha Beta Gamma Ltd.” or “Alphacentauri Industries PLC.”

NOTECustomer Service only stores the Server Import Field 2 in the historic call database. Filtering on other fields from the Import will only affect currently active calls.

NOTE You cannot filter on Import Field 2 to Import Field 6 in Reporter.



To see what data you can include in an Import Field filter:

1. Click the ellipsis (...) button next to an appropriate filter field. The Database Query dialog box appears.

2. Enter the information for which you want to search (e.g., to search for a company called ABC Company, enter “ABC Company”).

3. Click Query. The application will query the information stored in the CTI Server and display any matching information in the window.

4. Click OK to save the record information to the filter, or click Cancel to exit without saving changes. You are returned to the Add New Filter screen.

NOTE

If you do not get any results when running a query, the database may include spaces before the record information. Try inserting a space or a wildcard (*) before the first letter (e.g., “*ABC Company”).

You can use a wildcard (*) with a partial name to search for a match (e.g., “AB*” will return ABC Company and any other records starting with “AB”).

NOTEThe Database Query feature will not work unless you have successfully performed a Telephone Number import to the CTI Server.



Transferred Calls

The Transferred Calls page allows you to filter calls based on the transfer origination or destination extension, group, or agent.

Figure 4-21. Add New Filter: Transferred Calls Tab

This page includes the following fields:

Calls diverted/transferred/recalled/overflowed from hunt group or extension: Enter a comma-separated list or range that indicates the group(s) and/or extension(s) that transferred the call to another destination or use the drop-down list. The default value is [Any], meaning that filtered calls can be transferred from any hunt group or extension, or not transferred at all.

Calls diverted/transferred/recalled/overflowed to hunt group or extension: Enter a comma-separated list or range that indicates the destination group(s) and/or extension(s) of the transfer or use the drop-down list. The default value is [Any], meaning that filtered calls can be transferred to any hunt group or extension, or not transferred at all.

Call diverted / transferred / recalled / overflowed from agent: Enter a comma-separated list or range that indicates the agent(s) that transferred the call to another destination or use the drop-down list. The default value is [Any], meaning that filtered calls can be transferred to or from any agent, or not transferred at all.

Call diverted / transferred / recalled / overflowed to agent: Enter a comma-separated list or range that indicates the destination agent(s) of the transfer or use the drop-down list. The default value is [Any], meaning that filtered calls can be transferred to or from any agent, or not transferred at all.



Miscellaneous

The Miscellaneous tab includes filter options that do not apply to the other tabs.

Figure 4-22. Add New Filter: Miscellaneous Tab

The Miscellaneous tab includes the following fields:

Last Account Code Entered: Includes any calls where the last account code entered against the call matches the list of account codes entered in the filter. Enter a comma-separated list or range of account codes to include in the filter. Each item can contain wildcards, where a “*” means none or more characters.

Call Annotation Entered: Includes any calls where the call annotation entered contains the specified text You can enter comma-separated text strings; annotations with any string that matches a call's annotation will be included in this filter. If you enter a wildcard, where a “*” means none or more characters, partial matches will be included. If you do not enter a wildcard, only exact matches are included, although they are not case-sensitive.

Trunk Lines: Enter a comma-separated list or range of trunk lines to include in the filter or use the drop-down list. Internal calls and e-mail messages are excluded.

E-mail Subject: Includes any e-mail that contains the specified text as an e-mail subject. You can enter comma-separated text strings; e-mail subjects with any string that matches an e-mail's subject will be included in this filter. If you enter a wildcard, where a “*” means none or more characters, partial matches will be included. If you do not enter a wildcard, only exact matches are included, although they are not case-sensitive.



Editing a Filter

To edit a filter, open the Filter Manager by clicking the Filter Manager button ( ) or selecting Filter Manger from the main menu ( ). Select the filter that you want to edit, and click Edit. Or, double-click on the filter that you want to edit. After you have completed editing a filter, any tiles that are using the filter are automatically updated.

Removing a Filter

To remove a filter, open the Filter Manager by clicking the Filter Manager button ( ) or selecting Filter Manager from the main menu ( ). Select the filter that you want to remove, and click Remove. At the prompt, click Yes to delete the filter or No to cancel the action. If you click Yes, the filter will be removed, and any tiles using the filter will revert to the default “All Calls” filter, which cannot be removed.

NOTE You cannot edit the All Calls filter.

NOTE Once removed, the filter cannot be retrieved.


Chapter 5: Installation and Configuration

Installation and Configuration

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-3

Installation and Configuration Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-3

Configuring the Communication Platform Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-4

Single-Node Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-4

Multi-Node Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-5

Mitel 5000 Multi-node Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-5

MCD Multi-node Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-6

Configuring the Telephone System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

Configure an MCD Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

License and Option Selection Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

Class of Service Options Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

User Authorization Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-7

Configure a Mitel 5000 or Inter-Tel Axxess Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-8

Configuring and Activating Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-9

Configuring CSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-11

Configuring the Server Computer for Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

Name Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

Checking the Name Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

Enabling Name Resolution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

Shared Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-17

Configuring CSM Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

SmartSync Configuration (5000/Axxess Only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

Manual Synchronization (MCD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-19

Data Manager Manual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-20

Installing Client Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-22

Configuring Your Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-26

Test Your E-mail Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-26

Telnetting to Non-Standard Ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-26

Checking for an SMTP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-26

Checking for a POP3 Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-26

Configure Agents and Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-27

Installing Standalone CSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-28

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-28

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-28

Install the CSM Standalone Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-29

Installing vCSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-30

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-30


Chapter 5: Installation and Configuration

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-30

Install the vCSM Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-30

To deploy the CSM Virtual Appliance OVA archived file:. . . . . . . . . . . . . . . . . . . . . . . . .5-30

To run the CSM Setup Wizard in the virtual environment: . . . . . . . . . . . . . . . . . . . . . . . .5-31


Chapter 5: Installation and ConfigurationIntroduction

IntroductionThe Customer Service Manager (CSM) Server application is a CTI (Computer Telephony Integration) that bridges the gap between a computer network and the Mitel telephone system. Communicating with the phone system via a TCP/IP network connection, the Server provides CallViewer, RealViewer, Reporter, Reporter Real-Time, and Intelligent Router applications with call and agent data.

CSM is a licensed product that is installed in the following configurations:

As a standalone application (see page 5-28)

As a virtual appliance, Virtual CSM (see page 5-30)

This chapter provides the procedures necessary to complete the CSM installation and configuration for all of these situations.

Installation and Configuration OverviewHave the following information and supplies available before you begin the installation and configuration process for CSM:

The IP address for the communication system that CSM will connect to.

The following telephone system information:

o If connecting to a single node MCD platform (including a single cluster of multi-node environments), the Mitel Communications Director (MCD) system administrator username and password. See User Authorization Profile on page 5-7 for details.

o If connecting to a single-node Mitel 5000 or Inter-Tel Axxess, the OAI socket password.

o If connecting to a multi-node Mitel 5000 or Inter-Tel Axxess, the CT Gateway IP address and OAI password. For details, refer to the CT Gateway Installation Manual (part number 835.2161).

The CSM software DVD and Microsoft Windows Certificate of Authenticity (COA) number. New CSM installations require the software DVD.

The following high-level procedure describes the installation and configuration process for CSM.

To install and configure CSM:

1. Configure the communication platform connection (see page 5-4).

2. Configure the communication platform to communicate with CSM (see page 5-7).

3. Configure the telephone system (see page 5-7).

4. Install Windows Server 2003 as the CSM Server virtual machine (see page 5-9).

5. Configure the CSM Setup Wizard (see page 5-11).

6. Configure the Server computer for networking (see page 5-16).

7. Configure CSM Server (see page 5-18).

8. Install the CSM clients on client computers (see page 5-22).

9. Configure your Exchange Server (see page 5-26).

NOTEFor details about configuring the telephone system, refer to the specific telephone system documentation for the information.


Chapter 5: Installation and ConfigurationConfiguring the Communication Platform Connection

Configuring the Communication Platform ConnectionFor CSM Server to function correctly, it needs to be correctly configured to communicate with the telephone system installed on site. This section describes how to connect the MAS CSM hardware platform to each of the CSM-supported Mitel communication platforms.

All connections are made using a direct TCP/IP connection.

Supported connection configurations include:

Connect to a single-node Mitel 5000, Inter-Tel Axxess, or Mitel Communications Director (MCD) communication platform.

Connect to a multi-node Mitel Communications Director Release 5.0 or higher platform (in a single cluster).

Connect to a multi-node Mitel 5000, Inter-Tel Axxess, or combination 5000/Axxess configuration. This type of configuration uses the CT Gateway.

The following pages provide installation examples of those configurations previously listed.

Single-Node Connection

When using direct TCP/IP, you can connect the CSM Server to a single communication platform node (MCD, Mitel 5000, Inter-Tel Axxess), a CP Server (Axxess), or a CT Gateway.

If the Inter-Tel Axxess system uses an Axxess CP Server redundancy configuration, make sure you connect Server to the master CP Server. CSM does not support the redundancy feature (i.e., if the master CP Server fails, you will lose connectivity).

Figure 5-1. Single Node Connection

LANTCP/IPTCP/IP MCD Node/

Server Mitel 5000 Node/Inter-Tel Axxess Node/

Inter-Tel Axxess CP Server/CT Gateway



Multi-Node Connection

CSM supports connections to Mitel 5000, Inter-Tel Axxess, or combination 5000/Axxess multi-node configurations. CSM also supports multi-node configurations of MCD in a single cluster

Mitel 5000 Multi-node Configuration

The CT Gateway is an Mitel application that unifies the System OAI stream, allowing Server to communicate with several Mitel 5000 or Inter-Tel Axxess nodes at the same time. Each node in a communications network functions individually as far as the System OAI streams are concerned. The CT Gateway receives the OAI streams from multiple nodes and consolidates them into a single stream for the Server application. The CT Gateway sends and receives all of its data via TCP/IP connections. The figure below shows CSM Server connected to a multi-node system via a CT Gateway.

Figure 5-2. Multi-node Mitel 5000/Inter-Tel Axxess Connection

The CT Gateway can operate in default mode or multi-node aware mode.

Default Mode

The CT Gateway’s “Default Mode” is designed to allow a single CTI application to interact with many OAI protocol streams transparently (i.e., as if they all came from one node). Default Mode does not allow the attached CTI application to detect the status of each switching node. For example, four nodes might be functioning correctly while one node might have been reset. Because the CT Gateway’s Default Mode models all nodes as one telephone system, even if only one node goes down, the CT Gateway detects this as the entire system being down. In addition, it may take Server several minutes to initialize the entire system when a “downed” or inoperable node becomes operational again.

Node Aware Mode

An external CTI application can request that the CT Gateway operate in Node Aware mode. This allows the CTI application to detect the state of each individual node and separately initialize each node at different times. Node Aware mode also allows the application to continue

NOTICEWhen CSM starts, it checks the software version of each node via the CT Gateway. If any nodes are running Mitel 5000 v4.0 (or later) or Inter-Tel Axxess v11.017 (or later) system platform software, all nodes must be running the same software version. In addition, the CT Gateway software must be v4.5 or later or CSM will fail to initialize the node.

TCP/IP TCP/IP

TCP/IP TCP/IP TCP/IP

ServerCT Gateway

5000/Axxess Node 1 5000/Axxess Node 2 5000/Axxess Node 3

LAN



monitoring the remaining functional nodes, even when other nodes in the same system are in an offline or inoperable state.

The CT Gateway’s Node Aware Mode is used when the CSM Server Number of Nodes license, as depicted by the CSM license that is equal to or higher than two node licenses.

Feature Licensing and OAI Version

When installing Customer Service Manager with the CT Gateway application, there are some important considerations related to how the CT Gateway views differences in OAI protocol version and premium feature licensing across all the detected nodes.

The CT Gateway follows the protocol of enabling features according to the lowest common premium feature license and the lowest OAI protocol version detected by Server. This means that if only one node does not have the System OAI Third-Party Call Control licensing enabled, CSM Server operates in Event Only mode. Additionally, the node running the lowest OAI protocol version dictates the OAI features available in Server.

When connecting to the CT Gateway, the Server installation routine contains an option to configure the settings that will be used when communicating with the telephone system, although these settings can be changed after the product installation. The default TCP/IP port number of the CT Gateway is 4000. It is recommended that you verify this port number with the person who installed the CT Gateway.

For CT Gateway’s connectivity to each individual node there are other node-specific configurations required, such as purchasing the System OAI Events and System OAI Third-Party Call Control licensing, as well as enabling the System OAI Level 2 Sockets option in Database Programming.

MCD Multi-node Configuration

CSM can be installed where multiple MCD nodes exist in a single cluster configuration. CSM connects to every MCD in the cluster using MiTAI. MiTAI needs to be configured on each of the MCD nodes in the cluster. The cluster also needs to be set up so that the same username and password is used on every node in the cluster.

See Configure an MCD Platform on page 5-7 for details.


Chapter 5: Installation and ConfigurationConfiguring the Telephone System

Configuring the Telephone SystemFor CSM to function correctly, the telephone system also needs to be configured. This section describes the additional configuration required for Server to connect to the telephone system.

Configure an MCD Platform

For CSM to be able to communicate with an MCD communication platform, you must enable the Mitel Telephony Applications Interface (MiTAI) feature and configure the Class of Service (COS) options.

All of the required configuration to support CSM for the MCD PBX is completed using the Mitel Communications Director System Administration Tool. The information in this section provides guidelines for CSM-specific configuration only. Refer to the MCD Online Help for detailed information about MCD fields and options.

The following MCD System Administrator Tool forms include the fields and options you must configure for CSM:

License and Option Selection Form below.

Class of Service Options Form below.

User Authorization Profile below, when configuring CSM on MCD within a cluster.

License and Option Selection Form

In the License and Option Selection form, under the Configuration Options heading, ensure the Mitai/Tapi Computer Integration option is selected by default. Save your changes.

Class of Service Options Form

For CSM to function properly, configure the following fields and options on the Class of Service Options form for each Class of Service you need to update:

HCI/CTI/TAPI Call Control Allowed: Set to Yes

HCI/CTI/TAPI Monitor: Set to Yes

Save your changes.

User Authorization Profile

When configuring CSM on MCD within a cluster, CSM connects to every MCD in the cluster using MiTAI. MiTAI will need to be configured on each of the MCD nodes in the cluster. The cluster also needs to be set up so that the same username and password is used on every node in the cluster. MCD uses the concept of an Application User Name and Password, which is pushed to every member node of the cluster.

To configure the Application User Name and Password:

1. On the MCD node that will have the CSM Server configured, navigate to the System Administration form using the MCD System Administration Tool.

2. Open the User Authorization Profile form, and click Add.

3. Enter the Application User Name in the Login Id field.

4. Enter and confirm the password.

5. Select the System Admin check box.

NOTEIn MCD 5.0, the option is not visible but is enabled by default.

In MCD 4.2, the option is visible and needs to be enabled.

NOTEIn MCD 5.0, the options are not visible but is enabled by default.

In MCD 4.2, the options are visible and need to be enabled.


Chapter 5: Installation and ConfigurationConfiguring the Telephone System

6. Select the appropriate system policy name from the System Admin Policy Name drop-down list.

7. Select the Application check box.

8. Click Save. The username (Application User Name) is now defined that is global for the entire cluster.

Configure a Mitel 5000 or Inter-Tel Axxess Platform

For CSM to communicate with a Mitel 5000 or Inter-Tel Axxess communication platform, you must enable the System OAI socket connection and System OAI Third-Party Call Control in Database (DB) Programming. Refer to the communication platform’s installation manual and DB Programming online help for details about configuring settings in Database Programming.


Chapter 5: Installation and ConfigurationConfiguring and Activating Windows Server 2003

Configuring and Activating Windows Server 2003Use the VMware Remote Console Plug-in to connect to the CSM virtual appliance. You will need your COA number (supplied with the CSM software DVD) to activate Windows.

You can activate Windows over the Internet or by telephone.

To configure and activate Windows Server 2003:

1. From the Windows Setup Wizard Welcome screen, click Next. The License Agreement screen appears.

2. Read the Microsoft License Agreement, select I accept this agreement, and then click Next.

3. Type the Name and Organization in the boxes on the Personalize Your Software screen, and then click Next.

4. Type the 25-character product key from the Certificate of Authenticity sticker that is provided with the CSM software DVD, and then click Next.

5. On the Computer Name and Administrator Password screen, type the required information in the boxes, and then click Next.

6. Configure the date, time, and time zone, and then click Next.

7. On the Network Settings screen select Custom Settings, and then click Next. The Networking Components dialog box appears allowing you to configure a static IP address and change network settings.

8. Select the options to enable networking components for this device, and then click Install. When you have installed all networking components, click Next.

NOTEWindows uses an Internet connection to the Microsoft Web site to activate, so the network settings you configure for the server must be accurate.


Chapter 5: Installation and ConfigurationConfiguring and Activating Windows Server 2003

9. On the Workgroup or Computer Domain screen, select one of the options to add this server to the domain or keep it in a workgroup, and then click Next.

10. Reboot the virtual appliance to add it to the workgroup.

11. Log on to Windows using your Administrator user name and password.

12. On the Windows Product Activation screen, select Yes to activate Windows.

If the Windows activation fails because of invalid network settings, you will receive an Unable to establish a connection... message on the Activation wizard.

13. If you are unable to activate Windows over the Internet, click Telephone and follow the instructions provided on the wizard to activate the server by telephone.

After Windows has been activated, the CSM Setup Wizard (see page 5-11) automatically appears.


Chapter 5: Installation and ConfigurationConfiguring CSM

Configuring CSMThe CSM Setup Wizard configures the software on the CSM Server. For new installations, the wizard starts automatically after Windows is activated and the virtual appliance reboots.

The CSM Setup Wizard allows you to provide basic configuration information to set up the CSM Server.

To configure CSM:

1. After the Setup Wizard Welcome screen appears, click Next.

2. Type the company name, and then click Next.

3. Select the telephone system that will connect to CSM Server. Options include:

Mitel 3300 ICP (MCD systems)

Mitel 5000 (Mitel 5000 or Inter-Tel Axxess systems)

4. Click Next.



5. Depending on the telephone system you selected, you will see a screen that asks you to enter the IP address of the host, or the Fully Qualified Domain Name (FQDN) (for MCD only), and your username and password. The MCD is the default system.

Configure the MCD system settings. Type the FQDN or IP Address, MCD System Administrator Username, and Password. Click Next.

Configure the Mitel 5000 (or Inter-Tel Axxess) telephone system settings. Type the Hostname/IP Address, TCP Port, and System OAI Password. Click Next.

NOTEFor MCD in a clustered configuration, the Username and Password entered here must be the same that was intially set up when configuring MCD in the cluster. See page 5-7 for more information.

NOTE

When entering a hostname make sure that it is a FQDN. For example, enter an FQDN, such as our3300.mycompany.com. The CSM Server will not be able to properly communicate with the telephone system if you use an incomplete hostname, such as our3300.



6. Select US English or UK English, and then click Next.

7. Type the outbound dialing prefixes and the local area prefix of the telephone system. If necessary, include the long distance dial code on this screen, as shown in the example below. Click Next.



8. If you want Intelligent Router to run automatically when the administrator logs on to Windows, select Add Intelligent Router to Startup group, and then click Next.

9. Do one of the following on the Import legacy database screen:

If you have data to import, select Yes, Import legacy v4.11 or later version database, and then click Next.

If you do not have data to import, click Next. Continue to step 11.

NOTEIntelligent Router is installed on the Windows virtual machine server. See Running Intelligent Router on page 4-15 for instructions about configuring automatic Windows log ons for the Windows virtual machine.

NOTEThe Import Legacy Data option only appears during the installation. To import legacy data after the installation completes, you must run the CSM Setup Wizard again.



10. If you selected Yes on the previous screen, the Import database settings screen appears. Select the database type from the list, and then type the information for the Server you are importing from. Click Next.

11. The Start Configuring Mitel Customer Service Manager screen appears. Click Next.

12. Click Finish to exit the wizard.

NOTETo complete the database import process, see Performing Backup and Restore Operations on page 6-11.


Chapter 5: Installation and ConfigurationConfiguring the Server Computer for Networking

Configuring the Server Computer for NetworkingThis section describes the steps needed to configure networking on the CSMServer computer.

Name Resolution

Other computers must be able to resolve the Server's computer name. Use the following methods to test the name resolution capability of the installation.

Checking the Name Resolution

The quickest way to verify the CSM Server computer name is to use another computer and select Run from the Windows Start menu. Then enter the name of the computer you are trying to locate (e.g., to check for CSMSERVER-01, enter \\CSMSERVER-01). If an Explorer window appears with a CSM_DISKS folder listed, the name can be resolved.

If you can resolve the computer name, your network configuration should be correct for the other Customer Service Manager products. If you cannot resolve the name, see the following section.

Enabling Name Resolution

If you cannot resolve the name of the CSM Server computer from another computer, you must address name resolution issues. How you accomplish this depends on your current network configuration.

Microsoft TCP/IP can resolve names using one of several methods. When attempting to resolve names, the recommended order is as follows:

HOSTS File

DNS

WINS Server

Broadcast

LMHOSTS File

Your network administrator should know which of resolution methods should work with your network. If name resolution is failing from one computer to the CSM Server computer, and that computer can see other computers on the network, the Server may be running on a different LAN segment. In this situation, use WINS, DNS, or a HOSTS file to specify the address of the computer to resolve the issue.

Another possible problem is that the computer “sees” the Server, but it does not recognize the name. If you can successfully ping the Server’s IP address (using a command line similar to PING 198.168.128.1), updating WINS, DNS, or the HOSTS file should resolve the issue. Your network administrator should know how to update these settings. If you cannot successfully ping the computer, the error is more severe, and you should ask your network administrator for assistance.

Your network administrator should know which of these resolution methods should work with your network. If name resolution is failing from one computer to the CSM Server computer, and that computer can see other computers on the network, the Server may be running on a different LAN segment. In this situation, use WINS or an LMHOSTS file to specify the address of the computer to resolve the issue.

If the Server computer is on the same LAN segment, but the other computer still cannot be seen over the network, check your network settings on both the Server and the computer that is attempting to resolve the name. Ensure they are using the same network protocol and are bound to adapters that are connected to the same part of the LAN. If this does not work, contact your network administrator.


Chapter 5: Installation and ConfigurationConfiguring the Server Computer for Networking

Shared FoldersAfter you resolve the computer name, you must verify that the CSM Server’s shared folder is accessible. Server configures the share when it is installed.

To ensure that the share is valid:

1. Ensure that Client for Microsoft Networks and File and Print Sharing are enabled in the Network and Dial-up Connections, Local Area Connection Properties, as shown below.

2. Ensure that the folder where the CSM client installation is located is shared as CSM_DISKS with access to the necessary users.

If the shared folder is still not available over the network, ensure that the other computers and Server computers are logged on to the network. Also verify that they can “see” other computers on the network. For additional assistance, contact your network administrator.


Chapter 5: Installation and ConfigurationConfiguring CSM Server

Configuring CSM ServerThis section describes the options for configuring CSM Server and includes:

SmartSync Configuration (5000/Axxess Only) below

Manual Synchronization (MCD) on page 5-19

Data Manager Manual Configuration on page 5-20

SmartSync Configuration (5000/Axxess Only)

For Server to work correctly, the telephone system configuration must be entered into the Data Manager within the Agents, Hunt Groups, Extensions, and Trunk Lines views.

When connecting to an Inter-Tel Axxess or Mitel 5000, the SmartSync feature automatically downloads most of this information from the telephone system. The SmartSync functions that are automatically performed for each type of Server device are detailed throughout this section.

SmartSync is available for Mitel 5000 and Inter-Tel Axxess systems, but this feature is not supported on MCD systems. However, you can perform a manual synchronization with the MCD system from Data Manager (see page 5-19).

SmartSync synchronizes with the telephone system when Server detects that a device has been added, changed, or deleted. SmartSync then queries the telephone system and updates the records stored in Server.

SmartSync does not automatically set up the information listed below. You must manually enter this information using the Data Manager.

DID numbers

Media Blending configuration, including agent and group e-mail addresses

Call Recording channels, including extensions or trunk lists

Internal call modeling of extensions

Full automatic download is provided as well as support for immediate live synchronization when extension devices or voice mail applications are added, changed, or deleted on the telephone system. The SmartSync functionality is supported across a single node or an entire networked system when the CT Gateway is employed, regardless of how many nodes there are or whether Server is running in node aware mode or not.

SmartSync will automatically query the phone system for hunt group information. This automatic download and synchronization works for all hunt groups across the entire phone system when Server is operating in either a single-node or multi-node environment (when node aware).

If Server is operating in a multi-node environment but is not node aware, only the hunt groups for one node are downloaded. Although the node for which the hunt groups are downloaded is arbitrarily chosen, it usually corresponds to the lowest active node number.



Manual Synchronization (MCD)

When CSM launches, it uses MiXML to synchronize and confirm if there are any configuration changes to the MCD system. If the configuration of the system has changed, CSM may report incorrectly due to a synchronization time delay. During the time CSM is not synchronized with the MCD system, incorrect and unpredictable call modeling may be the result.

To prevent incorrect reporting, you should make any configuration changes to the Mitel 3300 during off hours and then do one of the following:

Perform a manual synchronization in Data Manager (see Figure 5-3). This data synchronization feature only applies to the MCD Release 4.0 and later.

Stop and restart the CSM server.

Figure 5-3. Sync Now Button



Data Manager Manual Configuration

To manually configure devices or to access other settings, you must use Data Manager.

To open Data Manager, right-click the CSM Server tray icon ( ), and then select Data Manager. The Data Manager Home View appears.

Figure 5-4. Data Manager Interface

Access each view in Data Manager by clicking the view buttons on the left panel. Depending on the view you have selected, the main panel may contain links along the bottom to access additional information and/or options. For example, on the Agents View, there are links to Add, Change, Delete, and Delete Range. Before clicking the Change or Delete options, select an item from the display.

NOTEWhen connected to a MCD Release 5.0 or higher, the Agent , Extension, Trunk and Hunt Group views only display the Change option.



To access network settings for Server, select the Network Settings icon ( ) from the Data Manager toolbar. The Network Settings screen appears.

Figure 5-5. Network Settings Dialog Box

The network settings for Server are already configured and cannot be changed from here. The port is set to the default for CSM, click OK to return to the Data Manager screen.


Chapter 5: Installation and ConfigurationInstalling Client Applications

Installing Client ApplicationsThe client setup wizard allows you to select the different client applications to install on your local computer. The client applications are: CallViewer, RealViewer, Reporter, Reporter Real-Time, and Call Recording integration for Reporter.

The wizard prevents installation of unsupported operating systems and will not allow the client setup to complete. The following operating systems are supported:

Windows XP Professional SP3

Vista Business/Vista Enterprise/Vista Ultimate SP1 and SP2

Windows 7 (Home Premium / Professional / Ultimate)

The CSM client setup allows the installation on the 64-bit version of supported operating systems, which are:

Windows XP Professional x64 SP3

64-bit Vista Business/Enterprise/Ultimate SP1 and SP2

64-bit Windows 7 (Home Premium / Processional / Ultimate)

To install Customer Service Manager Client applications:

1. Start Microsoft Windows, and then navigate to the shared drive where the software is located: \\<CSM_Server>\CSM_DISKS\Client\Client_Setup.exe. Click Install Client Software.

2. The CSM Setup Wizard Welcome screen opens. Click Next to continue.

3. The License Agreement screen appears. Select I accept the license agreement, and then click Next to continue the wizard.

4. Select the preferred language for the client installation, and then click Next.



5. The Choose a Folder screen appears, which allows you to select the base installation folder for the client applications. The default location is C:\Program Files\Mitel Customer Service Manager.

The CSM client wizard installs the client applications to appropriate subfolders within the defined base folder, depending on the components you install. The subfolders are listed in the following table. Click Next.

Table 5-1. Client Components

Component Installs To:

CallViewer [Base]\CallViewer

Outlook Extensions [Base]\CallViewer\Outlook

RealViewer [Base]\RealViewer

Reporter [Base]\Reporter

Reporter Real-Time [Base]\Reporter

Recording Integration [Base]\Reporter



6. Select each of the components that you want to install. The components are described below in Table 5-2. After you have selected the components to install, click Next.

NOTE

The setup wizard automatically upgrades each component currently installed. Clear the check mark to remove that item from the list of components to upgrade. The wizard will not uninstall a component that was previously installed if you select not to upgrade a component.

Table 5-2. Client Components

Component Name Description

CallViewer Installs CallViewer. Later licensing options allow you to choose the Connection Assistant and Client Go license.

Outlook Extensions Installs the media blending feature set, which integrates CallViewer and Outlook.1

1. You must install CallViewer if you choose to install Outlook Extensions.

RealViewer Installs RealViewer. Later licensing options allow the user to choose the Call Summary license.

Reporter and Reporter Real-Time

Installs Reporter and Reporter Real-Time. Later licensing options allow you to choose Reporter Basic, Reporter, Reporter Pro, Reporter Real-Time, and Reporter Real-Time Pro.

Reporter Call Recording Integration

Installs call recording integration for Reporter. This option is required only if you intend to play back call recordings from the Call Recording Equipment (CRE).



7. The Choose Your License screen appears. This screen allows you to specify the license level for the applications. Click Change to select from the following licenses.

CallViewer (Client Go, Connection Assistant, or CallViewer): The default license level for CallViewer new installations is Client Go.

RealViewer (RealViewer, or Call Summary): The default license level for RealViewer new installations is RealViewer.

Reporter (Reporter Basic, Reporter, Reporter Pro, or Demo Mode): The default license level for Reporter new installations is Reporter Basic.

8. Click Next. The Create Shortcuts screen appears. Select the program shortcuts you want to create, and then click Next.

9. The Ready to Install! screen appears. Click Install to complete the installation.

NOTEIf call recording integration is installed (or is being installed), enable it in this dialog box.


Chapter 5: Installation and ConfigurationConfiguring Your Exchange Server

Configuring Your Exchange ServerConfigure your exchange server for SMTP and POP3 support as soon as it is installed. You must configure it for sending and receiving messages over the Internet using the Internet Mail Connector. Consult the Microsoft Exchange Server documentation for instructions.

If you have a Unix®-based e-mail server, users should consult with their system administrators to ensure that their e-mail server meets the requirements, see Media Blending on page 2-4. The following book may also be of use: “sendmail, 3nd edition”; Bryan Costales, Eric Allman; December 2002; O’Reilly Publishing (http://www.oreilly.com/catalog/sendmail3/).

Test Your E-mail Server

Regardless of which e-mail server you are using, test the server as described in the following sections to ensure that CSM Server will work successfully with it. The examples provided were performed against an exchange server, so your own results may be different.

Telnetting to Non-Standard Ports

To test your e-mail server you will need to be able to use the TELNET application to connect to non-standard ports.

1. Click Start – Run. Type TELNET.EXE, and then Press ENTER to open a command prompt window.

2. For the connections you will be making, you need to enable “local echo.” Type SET LOCAL_ECHO, and then press ENTER. (You can undo this setting by typing UNSET LOCAL_ECHO).

3. To connect, enter OPEN [IP Address] [Port]. For example, to connect to port 25 on IP address 192.168.254.1, enter: OPEN 192.168.254.1 25.

To test your e-mail server for functionality with Server, perform the following tests. You will need to know the IP address or hostname of your e-mail server’s POP3 and SMTP services. Check with your system administrator for this information.

Checking for an SMTP Server

CSM Server uses SMTP to send e-mails. SMTP accepts connections on port 25 by default. To test connectivity to your SMTP service you should TELNET to the IP address or hostname of the computer running the SMTP service, on port 25, as described in the preceding section.

The following shows an example output of a successful connection to an SMTP server. Items in bold indicate what the user types.

220 xyzsvr.xyz.com ESMTP Server (Microsoft Exchange Internet Mail Service 5.5.2653.13) readyQUIT221 closing connectionConnection to host lost.

Checking for a POP3 Server

CSM Server uses POP3 to receive e-mails. POP3 accepts connections on port 110 by default. To test connectivity to your POP3 service you should TELNET to the IP address or hostname of the computer running the POP3 service, on port 110, as described in the preceding section.

The following shows an example output of a successful connection to a POP3 server; items in bold indicate what the user types:

+OK Microsoft Exchange POP3 server version 5.5.2653.23 readyQUIT+OK Microsoft Exchange POP3 server version 5.5.2653.23 signing off


http://www.oreilly.com/catalog/sendmail3/

http://www.oreilly.com/catalog/sendmail3/

Chapter 5: Installation and ConfigurationConfiguring Your Exchange Server

Connection to host lost.

If the TELNET application fails to connect, there are several possibilities:

1. Can you connect to the computer using the given IP address at all? Try PINGing the IP address to see if the computer is running.

PING 192.168.1.1Pinging 192.168.1.1 with 32 bytes of data:

Reply from 192.168.1.1: bytes=32 time=41ms TTL=240Reply from 192.168.1.1: bytes=32 time=68ms TTL=240Reply from 192.168.1.1: bytes=32 time=40ms TTL=240Reply from 192.168.1.1: bytes=32 time=82ms TTL=240

This indicates a successful connection to the IP address. If you see “Request timed out” instead of valid replies as indicated above, check that the computer you are trying to connect to is active on the network, and that the computer you are trying to connect from can see other computers on the network. If you are trying to connect using a hostname, try again using an IP address, as you may be experiencing problems with hostname resolution.

2. The computer you are trying to connect to may not be an SMTP or POP3 server. If this is the case then the TELNET connection to the given port will fail. Check with your system administrator to ensure that the computer you are trying to connect to is a valid SMTP or POP3 server. It is possible that the computer is a valid SMTP or POP3 server, but the appropriate service is not running. For example, if the Internet Mail Service is not running in Exchange Server, you will not be able to connect to the SMTP server of the Exchange Server.

3. The system administrator may have changed the SMTP/POP3 service port number on the server from the default of 25 (SMTP) or 110 (POP3). Check with your system administrator to see if there has been a change.

If you are still having problems trying to connect to your POP3/SMTP server, there are two options:

1. You do not have a POP3/SMTP compliant e-mail server, and cannot use the CSM Server.

2. Ask your system administrator to read this document and appropriately configure the e-mail server.

For additional information on module-specific requirements, refer to the appropriate chapter.

Configure Agents and Hunt Groups

Server needs to know the e-mail addresses of agents and hunt groups. You must enter the e-mail addresses for agents and hunt groups in Data Manager before Intelligent Router can route messages.

You are licensed by the number of Media Agent and Media Queues that you need. Intelligent Router uses only the first logged in agents for which you have licenses. For example, if you have licenses for five agents, and enter 10 agents with e-mail addresses, the first five agents who are logged in when Intelligent Router starts will be considered licensed, and therefore able to receive routed e-mails. If one of the agents logs out, the next available logged in agent will be considered licensed. A warning displays when you reach the license limit for Media Agents.

NOTEYou can see your licensing levels on the Licenses tab on Data Manager’s Home View.


Chapter 5: Installation and ConfigurationInstalling Standalone CSM

Installing Standalone CSMThe standalone version of CSM is packaged as a zip file. The zip file contains the server setup kit and also contains DB2 files for both 32-bit and 64-bit Windows.

System Requirements

The standalone version of CSM requires one of the following operating systems:

Microsoft Windows 2008 Server R2 SP1

Microsoft Windows 7 Professional SP1 (32-bit or 64-bit)

Microsoft Windows 7 Ultimate SP1 (32-bit or 64-bit)

The minimum hardware requirements for standalone editions of CSM are based on daily call volume, and difined in the following tables:

Before you begin

Gather and record all relevant and necessary information such as passwords, IP addresses, license keys, and Application Record IDs before beginning the installtion.

Table 5-3.

Hardware Component

Entry- Level Mid-Range High-End

CPU Intel Pentium D 2.8GHz or AMD Athlon 64 X2 2.6GHz

Intel Core 2 Duo 2.6GHz or AMD Athlon II X2 3.0GHz

Intel Core i3 2.9GHz or AMD Phenom II X4 2.4GHz

RAM 2 GB 4 GB 4 GB

Hard Disk 100 GB 250 GB 300 GB

Network Network Interface Card

Network Interface Card

Network Interface Card

Graphics VGA 1024 x 768 resolution at high color (16-bit)

VGA 1024 x 768 resolution at high color (16-bit)

VGA 1024 x 768 resolution at high color (16-bit)

Optical Drive DVD-ROM DVD-ROM DVD-ROM

Table 5-4.

Daily Call Volume

(internal/external/email)

CSM Server Only

CSM Server, Auto Reporter

CSM Server, Auto Reporter,

Intelligent Router

CSM Server, Auto Reporter,

Intelligent Router, Media

Blending

< 1000 Entry-Level Entry-Level Mid-Range Mid-Range

1000 - 5000 Entry-Level Entry-Level Mid-Range Mid-Range

5000 - 10000 Entry-Level Mid-Range Mid-Range Mid-Range

10000 - 25000 Mid-Range Mid-Range Mid-Range High-End

25000 - 100000 Mid-Range Mid-Range High-End High-End


Chapter 5: Installation and ConfigurationInstalling Standalone CSM

Install the CSM Standalone Software

The following steps are required to install the standalone version of CSM:

1. Download the standalone zip file containing the CSM installation files from Mitel Online (MOL).

2. Extract the installation files from the zip file.

3. Run the Server_Setup.exe to launch the server setup wizard.

4. Complete the server setup wizard. See Configuring CSM on page 5-11.


Chapter 5: Installation and ConfigurationInstalling vCSM

Installing vCSMvMCD is installed using the vSphere Client connected directly to the ESX/EXSi 4.1 server or through the vCenter Server.

The CSM vApp is packaged as a single OVA file and is only distributed on dual-layer DVD media. Each CSM vApp DVD also ships with a retail copy of 64-bit Windows 7 Professional SP1.

System Requirements

The following are the software requirements when installing vCSM in a virtual environment:

vSphere Client Release 5.0.The vSphere Client is used to deploy vCSM. The vSphere Client acts as a console to operate virtual machines and as an administration interface into the vCenter Server systems and ESX/ESXi hosts. Refer to the VMware website for detailed installation procedures and additional documentation.

vCenter (optional) Release 5.0.A service that acts as a central administrator for ESX/ESXi hosts connected on a network. This service directs action on the virtual machine and the hosts. The vCenter Server is the working core of vSphere. Refer to the VMware website for detailed installation procedures and additional documentation.

Server OS/Hypervisor ESX 5.0/ESXi 5.0

Before you begin

Gather and record all relevant and necessary information such as passwords, IP addresses, license keys, and Application Record IDs before beginning the installtion.

Install the vCSM Software

Installing the vCSM software includes deploying the OVA archived file, and run the CSM Setup Wizard in the virtual environment.

To deploy the CSM Virtual Appliance OVA archived file:

1. Inset the DVD containing the vCSM OVA file into the compuer’s DVD drive.

2. Launch the vSphere Client.

3. Click File ->Deploy OVF Template. . ..The Deploy OVF Template Source screen displays.

4. Click Browse to navigate to the location of the vCSM OVA file on the DVD. Click Next. The Deploy OVA Template Details screen displays.

5. Click Next. The end user license agreement screen displays.

6. Click Accept to accept the license agreement, then click Next. The Deploy OVF Template Name and Location screen displays.

7. Enter a meaningful name for vCSM, or accept the default name.Click Next.

NOTE

When deploying vCSM in a vCenter environment, the wizard may additionally prompt for a Datastore and Network Mapping if several options are available. Please contact your Data Center administrator for more details on which Datastore or Network Mapping to use.



The Deploy OVF Template Ready to Complete screen displays.

8. Click Thick provisioned format. This is the default selection.Click Next. The Deploy OVF Template Deployment Ready to Complete screen displays.

9. Review the information and click Finish.vCSM will be generated and deployed on the virtual machine.

10. When the dialog indicating that the deployment is complete appears, click Close.vCSM appears in the inventory list in the left side navigation pane.

To run the CSM Setup Wizard in the virtual environment:

1. Click on the newly created vCSM (from step 10 above).

2. In the main display window on the right, click Power on the virtual machine.The Windows Welcome setup wizard displays.

3. Select a username and computer name and enter them in the approrpriate fields.Click Next. The Windows Set password for your account screen displays.

4. Select a password and password hint and enter them in the appropriate fields. This will be the password to log into Windows on vCSM.Click Next. The Windows Type your Windows product key screen displays.

5. Enter the product key for the retail copy of Windows that was included with the vCSM package.Click Next. The Windows license agreement screen displays.

6. Accept the license agreement by selecting the I accept the license terms check box.Click Next. The Windows Welcome setup wizard finishes and login completes.

7. The CSM Setup Wizard welcome screen displays. Click Next. The Configure Network Settings screen displays.

8. Click Configure Network Settings. The standard Windows Network Connections control panel displays.

9. Right-click the Local Area Connection network adapter icon and select Properties from the popup menu.

10. Configure the network settings. Once the network settings have been configured, close the Network Connections control panel.Click Next to continue with the CSM Setup Wizard.The Company Name screen displays.

11. Enter the company name.Click Next.The Application Record ID screen displays.

12. Enter the Application Record ID. This number identifies the customer’s license and is used to verify that the customer is licensed to run the newer version of the CSM software.Click Next.The Choose Telephone system screen displays.

13. Select the telephone system to which to connect. The choices are MCD 5.0, MCD 4.2 or Mitel 5000. Select the Mitel 5000 if you are connecting to an Inter-tel Axxess system.

NOTEThe Windows Welcome setup wizard displays only when vCSM starts for the first time.

NOTEThe Configure Network Settings screen displays when the CSM Setup Wizard is run for the first time.



Click Next.Depending on the telephone system you selected, you will see a screen that asks you to enter the IP address of the host, or the Fully Qualified Domain Name (FQDN) (for MCD only), and your username and password. The MCD is the default system.

14. To configure the Mitel 5000 telephone system settings, type in the Hostname/IP Address, TCP Port, and System OAI Password.Click Next.The Select Language screen displays.

15. Select US English or UK English.Click Next.The Telephone Dialing Codes screen displays.

16. Type the outbound dialing prefixes and the local area prefix of the telephone system. If necessary, include the long distance dial code on this screen, as shown in the example below.Click Next.The Configure Intelligent Router screen displays.

17. Select Add Intelligent Router to Startup group option to enable Intelligent Router to run automatically when the administrator logs on to Windows.Click Next. The CSM Server IP Address screen displays.

18. Enter the IP address or hostname that the CSM client applications use to connect to the CSM database.Click Next.The Import Legacey CCS Database screen displays.

19. Do one of the following:

If you have data to import, select Yes, Import legacy v4.11 or later version database, and then click Next.The Import Database Settings screen displays.

o Select the database type from the list.

o Type the information for the Server from which you are importing.

o Click Next.

If you do not have data to import, click Next.The Start Configuring Mitel Customer Service Manager screen displays.Click Next to begin configuration.

20. Click Finish to exit the wizard.

NOTEThe Import Legacy Data option only appears during the installation. To import legacy data after the installation completes, you must run the CSM Setup Wizard again.


Chapter 6: Administration and Maintenance

Administration and Maintenance

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-2

Setting Security Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-2

Programming Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-3

Using Passwords to Run Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-5

Password Access to Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-7

Performing Backup and Restore Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-11

Backing Up and Restoring CSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-11

Backing Up and Restoring CSM Server Registry Settings . . . . . . . . . . . . . . . . . . . . . . . . . . .6-11

Backing Up and Restoring Intelligent Router Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-12

Backing Up and Restoring Client Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-13

Using CallViewer Simulation Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-16

Using Reporter Demonstration Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-19

Checking Node Status in Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-21

Using Startup Switches on Client Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-22

CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-23

RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-25

Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-26

Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-27

Performing Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-28

Server and Client Software Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-28

CSM Client and Windows Combined Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-31


Chapter 6: Administration and MaintenanceIntroduction

IntroductionThis chapter provides administration and maintenance information for Customer Service Manager and the Client Applications.

Setting Security LevelsCustomer Service Manager includes a security feature that limits the information and programming areas that specific users can access. This feature ensures that specific configurations and call information are available only to those with the proper security level.

To accommodate a variety of users, Customer Service Manager allows you to program three different password levels using the Control Panel applet (see page 6-3 for details):

User: Provides limited access to certain modules and is designed to provide basic call control and real-time information. Users can configure only specific areas of RealViewer and CallViewer.

Supervisor: Includes limited access to all modules and is designed for individuals who require access to detailed information but who are not responsible for programming the modules. Supervisors can configure specific areas of all modules except Intelligent Router

Administrator: Provides full access to all modules. This level is designed for installers and individuals, such as System Administrators, who program and maintain the modules.

If passwords are not programmed for each level, when you start the application, you are automatically given access to the highest level that does not have a password. For example, if there is no User password, you automatically have user privileges. If there are no User and Supervisor passwords, you automatically have supervisor privileges. If no passwords are programmed, you have full administrator access. For this reason, Mitel recommends that you program the Administrator password at a minimum.

NOTE

If you set a supervisor password, you must also set an administrator password.

If you set a user password, you must also set both supervisor and administrator passwords.


Chapter 6: Administration and MaintenanceSetting Security Levels

Programming Passwords

The password levels are programmed using the CSM Control Panel applet.

To program passwords:

1. Open the CSM Control Panel and click the Passwords tab. The Passwords screen appears.

2. For all three password levels, click Change to change the password. The following dialog box appears.

3. Enter the password in the New Password and Confirm New Password text boxes. The screen displays asterisks (***) in place of the entered characters.

4. Click OK when finished or click Cancel to exit without saving the password. You are returned to the Control Panel Passwords screen.

NOTE

If you are changing an existing password, the Old Password text box is enabled. You must enter the existing password in the Old Password field to change the password. To be able to change settings in the Customer Service Server Control Panel, including the passwords, you must have logged into the Server PC with a user name and password that provide Windows Administrative privileges.



5. Click OK to acknowledge the password verification warning shown below:

6. Click OK when finished or click Cancel to exit without saving any changes.

To clear a password:

1. Access the CSM Control Panel and click the Passwords tab. The Passwords screen appears.

2. Click Change next to the appropriate level. The Change Passwords dialog appears.

3. Enter the current password in the Old Password text box. Leave all other boxes blank.

4. Click OK to return to the Control Panel Passwords screen.

5. Click OK to save your changes. The password is erased.

NOTEThe new password does not take effect until the user logs off the client application, and then logs in again. You need to provide the new password to the user before they can log into the client application again.



Using Passwords to Run Applications

With the exception of Intelligent Router, all applications require a password on startup when all three password levels (Administrator, Supervisor, and User) have been set up. The password not only allows the module to connect to Server, but it determines the features to which you have access. After you are logged into Server, however, you can change the password level (see page 6-6).

When using Data Manager, you are prompted for a password only if the Supervisor password has been set. If an Administrator password has been set but a Supervisor password has not, you have read-only access until you choose to change the password level.

A password is not required to start Intelligent Router. This is because these applications are crucial to call centers and must be running at all times. After the application is running, however, a password is required to access programming areas (see page 6-6 for information about the Intelligent Router exception to this).

See the tables starting on page 6-7 for a list of features that are available when the User or Supervisor password is entered. The Administrator password provides access to all features.

Entering Passwords

When you start any application other than Server or Intelligent Router, the Password Required dialog box appears.

Enter the correct password and click OK. If the password is valid, the application connects to Server, and you are granted access to the specific areas authorized for your level. If the password is invalid, the application does not connect to Server and an error message appears.

To access a level that does not have an assigned password, click Cancel when prompted for the password. You are automatically given access based on the highest level that does not have a password (see page 6-2), unless you are changing the password level (see below).

Viewing Password Levels

If you enter a password, Customer Service Manager grants access to particular features in the application and stores your password information. You can select About from the main menu to view the current password level.

The current password level appears in the Current Password Level field. This field displays [None] if a password was not entered (see page 6-2).



Changing Password Levels

If desired, you can change the password level while in any application other than Server.

To change levels:

1. Select Change Password Level from the main menu. The Enter Password dialog appears.

2. Enter the password associated with the desired level, and then click OK. The new level of access is available until you change the password or close the application.

Unlocking Configurations

Intelligent Router prompts you for a password whenever you access a new area of that application. This functionality ensures that anyone can start the application but that all configuration areas remain secure. If, however, you are programming multiple rules and actions, you can unlock the configuration so that you are only prompted once for the password. After you have finished programming the application, you can lock the configuration again so that others are prompted for the password.

To unlock the configuration:

1. Select Unlock Configuration from the main menu. The Enter Password dialog appears.

2. Enter the Administrator password and click OK.

To lock the configuration, select Lock Configuration from the File menu. When prompted, click OK.

NOTE

If you are using the Administrator password to program the application, make sure you change the password level when finished. If you do not change the password level, others will have full access to the application. This is especially important for Data Manager and Intelligent Router.

NOTE The Administrator password is required to unlock the configuration.



Password Access to Features

The following tables list the features that are available when all three password levels have been set and the User or Supervisor password is entered. The Administrator password has access to all features. In the tables, = supported, and X = not supported.

ServerServer does not require passwords because it runs as a Windows service. You can however, configure passwords for other applications. See Programming Passwords on page 6-3.

Data ManagerIf all three passwords have been set in Control Panel, you need to log in to access Data Manager, where most of the configuration is done. Data Manager will prompt for a password only if a Supervisor password set. If only an Administrator password is set, Data Manager automatically enters read-only mode (effectively obtaining default supervisor access). The Supervisor has only read-only access, which does not allow changes or perform action such as importing or forcing an archive. An Administrator password is needed to make any changes or force imports, etc.

Intelligent Router

Table 6-1 provides a list of features supported for users and supervisors. Administrators have access to all features.

Table 6-1. Intelligent Router Password Access

Feature User Supervisor

Sizing/Positioning Tiles

Configuring Network Settings

Accessing Rule List Properties

Accessing Event List Properties

Accessing Contact List Properties

Accessing Multi-Stat Tile Properties

Configuring Options (General and Advanced Tabs)

Configuring Media Blending X X

Accessing Filter Manager X X

Adding, Editing, and Removing Filters X X

Applying All Calls Filter to Contact List X X

Accessing Rule Manager X X

Adding, Editing, and Removing Rules X X

Enabling/Disabling Rules X X

NOTEIf you are programming a lot of rules and actions in Intelligent Router, it is recommended that you unlock the configuration.



CallViewer


RealViewer


Table 6-2. CallViewer Password Access


Adding and Editing Actions X

Adding and Editing Rules

Adding and Editing Buttons

Adding and Editing Hot Keys

Configuring Options (Call Control and Dial Rules) X

Configuring Options (Call List Fields, Call List Buttons, and Call Log Fields)

Configuring Options (Miscellaneous)

* Only an administrator can configure the Display caller details on DSS tooltips option.

* *

Configuring Options (Locations) X X

Configuring Options (License)

Configuring Options (Devices)

** Only an administrator can configure the device to which CallViewer is assigned.

** **

Configuring Network Settings

Table 6-3. Realviewer Password Access


Adding and Editing Deskboard Tiles X

Adding and Editing RealViewer Tiles X


Applying Filters to Tiles X

Configuring Options (General and Advanced Tabs)

Configuring Options (Account Codes, Durations, Licensing, Service Levels, and Tiles Tabs)

X

Accessing Network Settings



Reporter (Historic)


Table 6-4. Reporter Password Access


Adding, Editing, and Removing Reports X

Applying Filters to Reports X

Applying All Calls Filter to Reports X X



Adding, Editing, and Removing Tariffs X

Configuring Options X

Changing the License Setting X

Accessing Network Settings X

Importing Filters, Reports, etc. X X

Exporting, Publishing, and E-mailing Reports X

Adding, Editing, and Removing Auto Reporter Schedules X

Adding, Editing, and Removing Auto Reporter Sites X X



Reporter Real-Time


Table 6-5. Reporter Real-Time Password Access


Adding and Editing Deskboard, Multi-Stat, Graph, Extension List, Agent List, Trunk List, and Contact List Tiles

X

Adding and Editing StationViewer, Extension Detail, and Agent Detail Tiles

X X



Applying Filters to Tiles X

Applying All Calls Filter to List-Based and Graph By Device Tiles

X X

Configuring Options (General, Advanced, Account Codes, Durations, Service Levels, and Tiles Tabs)

X

Configuring Options (Call Control Tab) X X

Accessing Network Settings X

Adding, Editing, and Removing Auto Reporter Schedules X

Adding, Editing, and Removing Auto Reporter Sites X X

Enabling Connected Party Flag for StationViewer Tiles X X


Chapter 6: Administration and MaintenancePerforming Backup and Restore Operations

Performing Backup and Restore OperationsThis section provides the required information and procedures for performing backup and restore operations for CSM.

Backing Up and Restoring CSM

The CSM Server databases are used to store daily, current month, historic call log, and agent status log information and should be routinely backed up.

Backing Up and Restoring CSM Server Registry Settings

Use the CSM Backup Tool to back up and restore the registry settings for Intelligent Router and CSM Server. Also use the CSM Backup Tool to back up and restore the registry settings and databases for the standalone version of CSM and vCSM.



Backing Up and Restoring Intelligent Router Settings

This section describes how to back up and restore data for Intelligent Router.

Table 6-6 provides a list of files to include in Intelligent Router backups.

To back up Intelligent Router settings:

1. Close Intelligent Router.

2. Navigate to the location of the required backup files (see Table 6-6).

3. Copy the required files for the backup.

4. Save the files to the backup location (on a secondary storage device or network drive).

To restore Intelligent Router settings:

1. Close Intelligent Router.

2. Navigate to the location where you saved the backup files.

3. Copy the files from the backup location.

4. Save the files to the appropriate location (see Table 6-6) on the IR computer.

Table 6-6. Intelligent Router Files for Backup

File Name Description Default Location

intlrtr.cvd This file stores the tiles. C:\Mitel\Customer Service Manager\Intelligent Router\Settingsintlrtr.flt This file stores the filters.

intlrtr.stg This file stores the rules.

intlrtr.evt This file stores the event list.

q#####.ini These are the queue files, where <#####> represents hunt group extension numbers. Back up all of the queues.

<YYYYMMDD>.dat These are the daily agent statistics, where YYYY is the year, MM is a month, and DD is the day of the file name.

C:\Mitel Customer Service Manager\Intelligent Router\Media Blending\1

stats<YYYYMMDD>.dat These are the queue statistics, where YYYY is the year, MM is a month, and DD is the day of the file name.

C:\Program Files\Mitel Customer Service Manager\Router\

Media Blending\<NNNNNN>\2

<NNNNNN> is the e-mail name of the queue folder. When copying these files, use the following procedure:

1. Keep the <NNNNNN> naming convention of these folders; copy the entire folder and contents to the backup location.

2. In the backup location, open a <NNNNNN> folder. Select, and then delete all of the sub-folders, leaving only the .dat files.

3. Repeat these steps for each <NNNNNN> folder.

nvlog.ini This is the e-mail, networking, and logging settings file.

C:\Mitel\Customer Service Manager\Intelligent Router\Settings

1. When backing up files in the agent_status folder, do not include the crt.dat file in your backup.2. When backing up files in the e-mail queue folder, do not include the statscrt.dat file in your backup.



Backing Up and Restoring Client Applications

It is recommended that users complete regular data backups to a secondary device, such as a local network drive. This section provides the list of files that should be included in application backups and the backup/restore procedures.

Client Backup Files

Table 6-7 provides the settings files that should be included in a routine backup. When completing your back ups, include both user-specific and default settings in your backup. File locations are as follows:

User-specific settings are located in the following directories:

o Windows 7/Vista: C:\Users\<username>\AppData\Roaming\Mitel\Customer Service Manager\<application name>\Settings.

o Windows XP: C:\Documents and Settings\<username>\Application Data\Mitel\Customer Service Manager\<application name>\Settings.

Default user settings are located in the following directories:

o Windows 7/Vista: C:\ProgramData\Mitel\Customer Service Manager\<application name>\Settings.

o Windows XP: C:\Documents and Settings\All Users\Mitel\Customer Service Manager\<application name>\Settings

Table 6-7. Per-User Settings Files

Application File Name

CallViewer actions.ccd

buttons.ccd

features.ccd

hotkeys.ccd

rules.ccd

cvruser.ini

RealViewer realvwr.cvd

realviewer.flt

rvruser.ini

Reporter default.cvd

reports.cvd

wizlink.cvd

intlrpt.cvd

callcost.cvd

netlink.evt

reporter.flt

rptuser.ini



If any of the .ini files were modified after the clients were installed, include them with your back up. This ensures that the modifications contained in the .ini files are retained when you restore the data.

Table 6-8 provides the list of default CSM client .ini files. For CSM 5.1, .ini files are split as per-computer and per-user files, and are located in the following directories:

Per-computer .ini files:

o Vista/Windows 7: C:\ProgramData\Mitel\Customer Service Manager\<application name>\Settings

o Windows XP: C:\Documents and Settings\All Users\Mitel\Customer Service Manager\<application name>\Settings

Per-user .ini files:

o Vista/Windows 7: C:\Users\<username>\AppData\Roaming\Mitel\Customer Service Manager\<application name>\Settings

o Windows XP: C:\Documents and Settings\<username>\Application Data\Mitel\Customer Service Manager\<application name>\Settings

Reporter Real-Time reporterrt.cvd

rtlink.cvd

rtlink.evt

rtalarm.evt

reporterrt.flt

rtuser.ini

Auto Reporter autorptruser.ini

Table 6-8. Client .ini Files


CallViewer callviewer.ini (per-computer)

cvruser.ini (per-user)

cvolkbtn.ini (per-computer)

cvolkbtnuser.ini (per-user)

cvlink.ini

RealViewer realviewer.ini (per-computer)

rvruser.ini (per-user)

Reporter reporter.ini (per-computer)

rptuser.ini (per-user)

autorpt.ini (per-computer)1

1. Auto Reporter .ini files are shared between Reporter and Reporter Real-Time.

autorptuser.ini (per-user)1

Reporter Real-Time reporterrt.ini (per-computer)

rtuser.ini (per-user)



Table 6-7. Per-User Settings Files (Continued)




Backup and Restore Procedures

This section provides the backup and restore procedures for the following applications:

CallViewer

RealViewer

Reporter

Reporter Real-Time

To perform a backup operation for an application:

1. On the computer where the application resides, close the application.

2. Navigate to the location of the required backup files (see Table 6-7 and Table 6-8).

3. Copy the required files for the application backup.

4. Save the files to the backup location (on a secondary storage device or network drive).

To perform a restore operation for an application:

1. On the computer where the application resides, close the application.

2. Navigate to the location where you saved the backup files.

3. Copy the files (see Table 6-7 and Table 6-8) from the backup location.

4. Save the files to the appropriate location on the computer where the application resides.


Chapter 6: Administration and MaintenanceUsing CallViewer Simulation Mode

Using CallViewer Simulation ModeSimulation mode allows a macro writer to simulate calls and e-mail without being connected to a CTI Server, or possibly even on site. The simulation window is not available by default.

The buttons used to simulate calls are described in the following table.

To set up simulated calls:

1. Open CallViewer.

2. From the Options Call Control tab, check the Enable simulation mode option.

3. If the simulation window does not appear automatically, click OK to access it.

4. If the E-mails window appears, click the drop-down button and choose Calls. The simulation window appears, as shown below.

Table 6-9. Simulation Mode Buttons

Button Description

Event Type

Update

Delete

Answer

Hold

Busy

Idle



5. Program the following fields for the conditions you want to simulate in a call:

Caller ID / Dialed Digits

Line / Extension No.

DNIS (Col 2)

Col 3 (Import Field 2)





DID Digits

Call Serial Number

Answered?

Direction

Internal?

Held?

Tel.No.Match?

Caller ID Received?

6. Using the buttons on the toolbar, choose from the following options to simulate call or e-mail activity:

Update: Takes the options set above and simulates the specified event.

Delete: Ends the simulated event using the specified information.

Answer: Toggles the answer flag on the “calls” part of the window, and sends the simulated event at the same time. When the e-mail event is selected, the button will be disabled.

Hold: This button will toggle the hold flag on the “calls” part of the window, and send the simulated event at the same time. When the e-mail event is selected, the button will be disabled.

Busy: This will simulate the user picking up the handset. (Not available for simulating e-mail events.)

Idle: This will simulate the user putting down the handset. (Not available for simulating e-mail events.)



To set up simulated e-mail messages:

1. From the Options Call Control tab, check the Enable simulation mode option.

2. If the simulation window does not appear automatically, click OK to access it.

3. If the Calls window appears, click the list and choose E-mails. The simulation window appears, as shown below.

4. Program the following fields for the conditions you want to simulate in an e-mail:

E-mail From Address

E-mail From Display Name

E-mail To Address

E-mail To Display Name

Subject Text

E-mail Tag

Queue (Hunt Group)

Original Tag

Size (Bytes)

Simulate e-mail activity using the toolbar buttons described in step 6 on page 6-17.


Chapter 6: Administration and MaintenanceUsing Reporter Demonstration Mode

Using Reporter Demonstration ModeYou can use a demonstration mode to view the different features of the Reporter application. In demonstration mode, Reporter does not attempt to connect to a CSM Server, and you can choose the license variant to review.

The demonstration data consists of three months worth of call and agent status activity, covering June 1, 2001 to August 31, 2001. Each specific day in a month has the same call and agent activity for all three months (e.g., the call and agent status activity is the same for the 4th of June as it is for 4th of July and August).

The demonstration data represents a fictitious insurance company with the following attributes:

There are 11 ACD agents.

There are 20 DID numbers.

The system has 69 Extensions, including Voice Mail applications.

The system is programmed for 12 hunt groups.

There are 12 analog trunk lines and 42 digital trunk lines.

There is someone available 24 hours per day.

The company operates seven days per week (receive and make calls at the weekend).

The site handles approximately 2200 calls per day.

The company has approximately 1100 existing customers, which are appropriately depicted within the Customer Service Server’s telephone number list.

Approximately 10% of inbound/outbound calls have Account Codes (“111”, “222”, ... , “999”) entered against them.

Approximately 33% of all external calls are inbound.

Approximately 95% of inbound calls are received with Caller ID.

Approximately 85% of inbound calls are identified within the Customer Service Server’s telephone number list.

Approximately 90% of outbound calls are identified within the Customer Service Server’s telephone number list.

Approximately 65% of inbound calls are abandoned by the caller.

Most inbound calls ring via DID number 8000, which routes the call to an Automated Attendant. The caller then chooses an option from the Automated Attendant menu so that they are transferred to the appropriate internal department (e.g., Operator, Claims, Quotations, etc.).

NOTE

The demonstration call and agent status data shipped with Reporter for use with the “Demonstration Mode” was artificially created. Company names and telephone numbers that are contained within these files and that are shown in Reporter reports are fictional. Any similarity to a company or person, whether trading, living, or otherwise, is purely coincidental.


Chapter 6: Administration and MaintenanceUsing Reporter Demonstration Mode

Additionally, because the demonstration was artificially created, some differences may exist within reports that are run across the demonstration data. For example, the forecasting statistics may not give meaningful values because they rely on call center traffic appropriate for Erlang B and Erlang C calculations. Reports may show calls being transferred between two devices that do not necessarily make sense (i.e., a call being transferred from the “Quotation” call routing announcement to the “Claims” hunt group). Or, two different company names could be shown as having the same telephone number.

When running reports using Reporter’s demo mode, you should consider the following:

Reporter assumes that the “current date” (e.g., today’s date) is the current day-of-month for the month of August 2001. For example, if today’s date was the 15th of December 2002, then Demo Mode Reporter would run reports for the 15th of August 2001. The dates and times would still display as the December 15, 2002.

Because Reporter only has three months of data (June to August 2001), you can only report on three months worth of data. However, Reporter will run all your reports as if they had been run during the demonstration data’s report period, as long as you only run reports within the last three months of the current month. For example, in December 2002, you can reports on dates between October and December 2002; in March 2003, you can report on dates between January and March 2003. Additionally, if you run a report for today at midday, you will get statistics for the entire day.

To access demonstration mode, do one of the following:

Select the Demo option during the installation process.

Select the Demo Mode license option on the Options dialog License tab.

After you enter demonstration mode, select the licensed features that you want to view. You can also opt to view Auto Reporter features.

To exit demo mode, select a different license option on the Options dialog License tab.


Chapter 6: Administration and MaintenanceChecking Node Status in Reporter Real-Time

Checking Node Status in Reporter Real-TimeThe node status dialog provides a continually updated view of the state of all nodes in a multi-node telephone switch environment. Each node appears as a single line consisting of a status icon, node number, node description and status text.

When the telephone system is started, each of the nodes is placed in a list. Server processes these nodes sequentially. Nodes that are waiting to be initialized have a Waiting for initialization status associated with them. As Server processes each node individually, the node being processed is moved to the Initializing state. Once initialized, the node is considered active. If the number of licences that are available is less than the number of nodes in the system, those nodes that exceed the license limit are marked as “Unlicensed.”

To access information on node status, from the main toolbar click the Node Status icon ( ).

Table 6-10 provides the status icons available for nodes.

NOTE

On the Inter-Tel Axxess system, the node status dialog is only available when Reporter Real-Time is running in conjunction with the Mitel telephone system and Server is connected through the CT Gateway application to a system of networked telephone system nodes. Additionally, Server also needs to be appropriately licensed for the number of telephone system nodes, as depicted by the “Number of Nodes” license.

Table 6-10. Node Status Icons

Icon Description

Disabled. This status appears if the node that the status icon depicts, is disabled.

Waiting for initialization. This status appears if the node that the status icon depicts is waiting for initialization. The node is in the list of nodes that is to be processed by Server.

Initializing. This status appears if the node that the status icon depicts is being initialized. Server is currently processing the node.

Active. This status appears if the node that the status icon depicts is active.

Unlicensed. This status appears if the node that the status icon depicts is unlicensed. Nodes are only marked as being unlicensed if the number of nodes on the system is greater than the number of node licenses that are available.


Chapter 6: Administration and MaintenanceUsing Startup Switches on Client Applications

Using Startup Switches on Client ApplicationsYou can control how CallViewer, RealViewer, Reporter, and Reporter Real-Time start by specifying a startup switch on the command line.

For example, the following command line starts CallViewer using an alternative rules file, my_rules.ccd, and shows the Simulation Window:

“C:\Program Files\Mitel Customer Service Manager\Callviewer.exe” SIMULATION RULES=”C:\Program Files\Mitel Customer Service Manager\CallViewer\my_rules.ccd”.

This section describes how to configure startup switches for CSM applications.

To configure startup switches for CSM applications:

1. From the Start Menu, go to All Programs – Mitel Customer Service Manager.

2. Right-click the application and select Properties. The application’s Properties window appears.

3. Click the Shortcut tab. In the Target box, you see the path, with <application name>.exe” at the end.

4. At the end of the text string in the Target box, and after the ending quote mark, type the startup switch or switches you want to use. Startup switches are provided in the following tables:

CallViewer (see Table 6-11)

RealViewer (see Table 6-12).

Reporter (see Table 6-13).

Reporter Real-Time (see Table 6-14).

Remember to include a space between additional switches if you use more than one and be certain that the ending quote mark is at the end.

5. Click OK.

6. Open CallViewer to test the options you specified.

NOTICESetting the command line options incorrectly could render your installation unusable. If you are unsure of what you are doing, do not do it. Contact your network administrator for assistance.

NOTEYou can use startup switches with the Run command on the Start Menu. Options specified with the Run command are only in effect for the current session.



CallViewer

Table 6-11 includes the startup switches and commands for CallViewer. In the cases where there are multiple formats, you may use either as a startup option.

Table 6-11. CallViewer Startup Switches

Command/Switch Description

SERVER=ctiservername Specifies a server name to override the network settings. This option can be specified using either the computer's name (e.g., CSMSERVER), or the computer's IP address (e.g., 192.168.1.128)./SN:ctiservernamee

EXTN=ext Overrides the Extension Device setting in the Network Settings window. The Extension Device setting is used to associate a specific installation of CallViewer to a physical extension device on the telephone system.If you use a question mark instead of an extension (e.g., EXTN=?), CallViewer prompts for an extension, supplying the current extension setting from the registry as the default. If you append a question mark to the extension (e.g., EXTN=217?), CallViewer prompts for an extension, supplying the given extension in the command line as the default.The switches /E and /L are legacy settings from version 3.x that have been replaced with the new EXTN setting, which supports the “?” option. Effectively, “EXTN=217?” is the same as “/E:217 /L” in version 3.x.

If you connect to a secure server and do not set the administrator password, this set-ting will be ignored.

/E:extno

/L

BUTTONS=”path” Allows you to override the default location where button data is stored. By default, but-tons are stored in the buttons.ccd file that is located in the default installation folder.

Using this command line option overrides both the filename and the registry setting, e.g., BUTTONS=”C:\My Options\My Buttons.ccd”would store the button file under a new name and new folder, regardless of registry set-tings. If you specify no path and only a filename, CallViewer will look for the file in the current working folder, as specified by Windows.

RULES=”path” Allows you to override the default location where rule data is stored. By default, rules are stored in the rules.ccd file that is located in the default installation folder.

Using this command line option overrides both the filename and the registry setting, e.g., RULES=”C:\My Options\My Rules.ccd”would store the button file under a new name and new folder, regardless of registry set-tings. If you specify no path and only a filename, CallViewer will look for the file in the current working folder, as specified by Windows.

NOTEThis setting is temporary, and is not written to the registry. However, in the network settings, the overridden server is displayed as the server in use.

NOTEIt is easier to edit the path settings using the Locations tab in Options, how-ever, the command line settings override the Locations tab settings.

NOTEIt is easier to edit the path settings using the Locations tab in Options, however, the command line settings override the Locations tab settings.



HOTKEYS=”path” Allows you to override the default location where hot key data is stored. By default, hot keys are stored in the hotkeys.ccd file that is located in the default installation folder.

Using this command line option overrides both the filename and the registry setting, e.g., HOTKEYS=”C:\My Options\My Hotkeys.ccd”would store the button file under a new name and new folder, regardless of registry set-tings. If you specify no path and only a filename, CallViewer will look for the file in the current working folder, as specified by Windows.

ACTIONS=”path” Allows you to override the default location where action data is stored. By default, actions are stored in the actions.ccd file that is located in the default installation folder.

Using this command line option overrides both the filename and the registry setting, e.g., ACTIONS=”Z:\Company Data\main.ccd”would store the button file under a new name and new folder, regardless of registry set-tings. If you specify no path and only a filename, will look for the file in the current work-ing folder, as specified by Windows.

READONLY Entered as a single word on the command line, this code makes action data files read-only, thus stopping the user from creating or editing actions. To make only certain types of files read-only, use A (actions), B (buttons), F (Features), H (Hotkeys), L (Look and Feel for Skins), N (Network), O (Options), or R (rules) as the setting, without spaces between the options. For example, READONLY=BRH would make buttons, rules, and hotkeys read-only, but not actions.

SIMULATION Enables the CallViewer Simulation Window (previously called the “Debug” window). This is a window that allows you to simulate calls without connecting to the CTI Server. The Simulation Window is a very useful tool for testing automatic macros.When you use this startup switch, an extra menu item, called Simulation Window, appears on the tray bar menu. This can be used to activate the Simulation Window if it does not have the focus or has been closed.Simulation mode can also be initiated from the General tab in the Options settings.

/D

NONETWORK Instructs CallViewer not to start network services (connect to the CTI Server) on startup, use mainly with the simulation mode. You can manually start network services by choosing Network Settings from the tray bar menu, and then clicking OK./N

Table 6-11. CallViewer Startup Switches (Continued)

Command/Switch Description





RealViewer

RealViewer supports several command line options that are available if the Windows shortcut is used to launch the application. The available command lines are described in Table 6-12.

Table 6-12. RealViewer Startup Switches

Command Function Examples

LOAD Allows you to specify a report file for the application to load instead of loading the default report (intlrvr.cvd). The parameter for this option is the filename of the report to load. If the name contains any spaces, use quotes to surround the name.

LOAD=”my tiles.cvd”

LOAD=D:\wizdata\reports.cvd

FILTERS Allows you to specify a set of report filters for the application to load instead of loading the default filter (realvwr.flt). The parameter for this option is the filename of the filter to load. If this name contains any spaces, use quotes to surround the name.

FILTERS=”my filters.flt”

FILTERS=D:\wizrtdata\filters.flt

SERVER Allows you to override the CTI Server to which RealViewer connects on start up. The parameter of this option is the name of the server as it would be entered in the Network Settings dialog box.

SERVER=CSMSERVER

NOSAVEONCLOSE Allows you to top users from making change to their configuration by not saving changes to disk.

NOSAVEONCLOSE=1

Any other parameters for this option are ignored and will not activate the setting.



Reporter

Reporter supports several command line options that are available if the Windows shortcut is used to launch the application. The available command lines are described in Table 6-13.

Table 6-13. Reporter Startup Switches


LOAD Allows you to specify a report file for the application to load instead of loading the default report (reports.cvd). The parameter for this option is the filename of the report to load. If the name contains any spaces, use quotes to surround the name.

LOAD=”my reports.cvd”

LOAD=D:\wizdata\reports.cvd

FILTERS Allows you to specify a set of report filters for the application to load instead of loading the default filter (intlrpt.flt). The parameter for this option is the filename of the filter to load. If this name contains any spaces, use quotes to surround the name.


FILTERS=D:\wizdata\filters.flt

TARIFF Allows you to specify the call charge (tariff) for the application to load instead of loading the default call charge (callcost.cvd). The parameter for this option is the filename of the filter to load. If this name contains any spaces, use quotes to surround the name.

TARIFF=”my call costs.cvd”

TARIFF=D:\wizdata\charges.cvd

SCHEDULES Allows you to specify the Auto Reporter Schedules for the application to load instead of loading the default call schedules file (netlink.cvd). The parameter for this option is the filename of the filter to load. If this name contains any spaces, use quotes to surround the name.

SCHEDULES=”my schedules.cvd”

SCHEDULES=D:\wizdata\schedules.cvd

SERVER Allows you to override the CTI Server to which the Reporter connects on start up. The parameter of this option is the name of the server as it would be entered in the Network Settings dialog box.

SERVER=CSMSERVER

SERVER=192.168.128.2

NOSAVEONCLOSE Allows you to provide full access to all features of Reporter (limited by license), but any changes made are not saved to disk. This is useful if multiple users are sharing the same report or filter files, and you do not want one user changing the reports for all users when they close.

NOSAVEONCLOSE=1


READONLY Places Reporter into read-only mode, allowing no changes to filters, reports, or tariffs. System Administrators may find this mode useful for users who are not very computer literate.

READONLY

When added to the command line, this activates the setting.



Reporter Real-Time

Reporter Real-Time supports several startup switches that are available if the Windows shortcut is used to launch the application. The available command lines are described in Table 6-14.

Table 6-14. Reporter Real-Time Startup Switches


LOAD Allows you to specify a report file for the application to load instead of loading the default report (intlrt.cvd). The parameter for this option is the filename of the report to load. If the name contains any spaces, use quotes to surround the name.

LOAD=”my tiles.cvd”

LOAD=D:\wizdata\intlrt.cvd

FILTERS Allows you to specify a set of report filters for the application to load instead of loading the default filter (intlrt.flt). The parameter for this option is the filename of the filter to load. If this name contains any spaces, use quotes to surround the name.


FILTERS=D:\wizrtdata\intlrt.flt

SERVER Allows you to override the CTI Server to which Reporter Real-Time connects on start up. The parameter of this option is the name of the server as it would be entered in the Network Settings dialog.

SERVER=CSMSERVER

SERVER=192.168.128.2

NOSAVEONCLOSE Allows you to provide full access to all features of Reporter Real-Time (limited by license), but any changes made are not saved to disk.

NOSAVEONCLOSE=1


SCHEDULES Allows you to specify the Auto Reporter Schedules for the application to load instead of loading the default call schedules file (rtlink.cvd). The parameter for this option is the filename of the filter to load. If this name contains any spaces, use quotes to surround the name.

SCHEDULES=”my rtlink.cvd”

SCHEDULES=D:\wizdata\rtlink.cvd


Chapter 6: Administration and MaintenancePerforming Upgrades

Performing Upgrades

Server and Client Software Upgrades

The CSM Backup Tool is a new backup/restore command line utility included with all editions of CSM. The tool was designed to help simplify backing up and restoring the CSM server applications. This utility automates backing up and restoring all CSM server applications’ per- computer and per-user settings files and registry settings. For standalone and Virtual CSM editions of CSM/CCS, the tool backs up and restores the CSM database automatically.

The CSM Backup Tool can only be used to restore a backup to CSM 6.0 or later. It cannot be used to restore a backup to an older version of CSM regardless of which version of CSM the backup was taken from. The contents of the backup file, however, can be extracted and manually restored to a different version of CSM if required.

In order to perform backups of older CSM 5.x and CCS 4.x systems, the CSM Backup Tool must first be installed on the machine to be backed up. The CSM Backup Tool Setup.exe can either be accessed from the CSM_DISKS share of an installed version of CSM 6.0 or it can be extracted from the standalone zip file.

To install the CSM Backup tool:

1. Launch the CSM Backup Tool Setup.exe. The Setup Wizard begins and the Welcome page displays.Click Next. The License Agrrement screen displays.

2. Accept the License Agreement.Click Next. The Destination Location screen isplays.

3. Accept the default installation location or click Browse to select a new location. Once the installation location has been chosen, click Next. The Start Installation screen displays.

4. Click Next. The installation begins.

The CSM Backup Tool requires Microsoft. NET framework v4.0 to be installed. If the .NET Framework is not already installed, a dialog box displays below appears to install the .NET Framework. Install if necessary.

Using the CSM Backup tool

The CSM Backup Tool requires administrative privileges to run, so you must run the backup tool from an administrator command window.

To launch an administrator command window on Windows Vista or later:

1. Right click on the command window shortcut and select Run as administrator.

To launch an administrator command window on earlier versions of Windows:

1. Perform one of the following options:

a. Log in as an administrator and open the command window.

b. Right click the command window shortcut and select runas’

NOTE

For CCS 4.x, it is possible to install the CSM Server, Data Manager and Intelligent Router on separate machines. In this case, the backup tool must be installed on each machine where a CSM server application has been installed and a separate backup must be performed on each machine.



The command options tell the CSM Backup Tool what operation to perform. Exactly one command option must be specified for each invocation of the backup tool. The supported command options are described in the table below.

Upgrade and Migration

In order to upgrade a CSM 6.0 installation, the server setup kit requires you to close all running CSM applications except for the CSM Server (which is stopped automatically). If any CSM applications are running once you complete the server setup wizard, an error dialog box displays.

To upgrade an already-installed CSM 6.0 virtual appliance or standalone edition to anupdated CSM 6.0 release

1. Stop the CSM Server service and server applications.

2. Download the CSM standalone zip file from Mitel Online (MOL).

3. Run the Server_Setup.exe file.

To migrate from a 4.11/4.2 non-MAS edition of CSM to a non-MAS edition of CSM 6.0

When migrating to CSM 6.0 from a previous version of CCS/CSM, it is necessary to migrate the CSM settings files and registry settings, and migrate the CSM Database. When migrating from a non-MAS edition of CSM, both of these tasks are handled by the CSM Backup Tool.

1. Install the CSM Backup Tool by running the ‘CSM Backup Tool Setup.exe’ file on the source machine.

2. Stop the CSM Server service and server applications on the source machine.

3. Use the CSM Backup Tool to back up the CSM settings and database on the source machine.

4. Deploy the CSM v irtual appliance to the target ESX/ESXi/vSphere environment or install the standalone CSM to an appropriate server.

5. Use the CSM Backup Tool to restore the CSM settings and database to the destination machine.

To migrate from a MAS edition of CSM to a non-MAS edition of CSM 6.0

When migrating from a MAS edition of CSM, the new CSM Backup Tool is used to migrate the settings files and registry settings. To complete the migration from a MAS edition of CSM, it is necessary to use the CSM data migration tool to migrate the CSM database. The following migration paths are supported for CSM 6.0:

From CCS 4.11/4.2 to CSM 6.0 (all editions)

Table 7.

Command Option Description

--backup <full path to backup directory> Perform a backup operation and place the backup file in the specified directory. The backup location may be a network share specified in Universal Naming Convention (UNC) format

--restore <full path to backup file> Perform a restore operation using the specified backup file. The backup file may be located on a network share. To use a backup file on a network share, the path must use the UNC format.

--help Display usage information.

NOTE Doing in-place upgrades of 4.x machines is not supported.



From CSM 5.x to CSM 6.0 (all editions)

From CSM 6.0 (all editions) to CSM 6.0 (all editions)

1. Install the CSM Backup Tool by running the ‘CSM Backup Tool Setup.exe’ file on the source machine.

2. Stop the CSM Server service and server applications on the source machine.

3. Deploy the CSM virtual appliance to the target ESX/ESXi/vSphere environment.

4. Complete the CSM Setup Wizard or install the standalone CSM to an appropriate server.

5. Use the CSM Backup Tool to restore the CSM settings to the destination machine.

6. Use the CSM database migration tool to migrate telephone system configuration information and historical data to the destination machine.

IMPORTANTOn the “Import legacy database” page of the CSM Setup Wizard or Server Setup Kit, make sure to check the “Yes, import legacy 4.11 or later version database”.



CSM Client and Windows Combined Upgrades

It is important to back up user settings files and modified .ini files before upgrading the user's operating system to Windows 7. This is particularly important when upgrading from Windows XP as this upgrade path requires a new install of Windows.

User Settings Files

Table 6-1 provides the user settings files that should be backed up before performing a combined upgrade to Windows 7 and CSM v6.0. Default directory locations are provided below:

For v5.1, user-specific settings are located in the following directories:

o Windows 7/Vista: C:\Users\<username>\AppData\Roaming\Mitel\Customer Service Manager\<application name>\Settings.

o Windows XP: C:\Documents and Settings\<username>\Application Data\Mitel\Customer Service Manager\<application name>\Settings

For CSM 5.0 and CCS/Callview 4.11/4.2, user settings files are located in the application installation directory. Default installation directories include:

o Mitel CSM 5.0: C:\Program Files\Mitel Customer Service Manager

o Inter-Tel CCS 4.11/4.2: C:\Program Files\Inter-Tel Contact Center Suite

o Swan CallView 4.11/4.2: C:\Program Files\Callview

Table 6-1. User Settings Files

ApplicationFile Name

CSM 5.0/5.1 CCS 4.11/4.2 Callview 4.11/4.2

CallViewer Actions.ccd Actions.ccd Actions.ccd

Buttons.ccd Buttons.ccd Buttons.ccd

Features.ccd Features.ccd Features.ccd

Hotkeys.ccd Hotkeys.ccd Hotkeys.ccd

Rules.ccd Rules.ccd Rules.ccd

*.chf *.chf *.chf

RealViewer Realvwr.cvd Intlrvr.cvd Wallbrd.cvd

Realviewer.flt Intlrvr.flt Wallbrd.flt

Reporter and

Reporter Real-Time

Callcost.cvd Callcost.cvd Callcost.cvd

Reporterrt.cvd Intlrt.cvd Cvwizrt.cvd

Reports.cvd Reports.cvd Reports.cvd

Rtlink.cvd Rtlink.cvd Rtlink.cvd

Wizlink.cvd Wizlink.cvd Wizlink.cvd

Rtalarm.evt Rtalarm.evt Rtalarm.evt

Rtlink.evt Rtlink.evt Rtlink.evt

Netlink.evt Netlink.evt Netlink.evt

Reporterrt.flt Intlrt.flt Cvwizrt.flt

Reporter.flt Reporter.flt Wizard.flt

netlink.ini(autorptruser.ini)

netlink.ini netlink.ini

*.xdt *.xdt *.xdt



.ini Files

If any of the .ini files were modified after the clients were installed, include them with your back up. This ensures that the modifications contained in the .ini files are retained when you restore the data.

Table 6-2 provides the list of default CSM client .ini files. Directory locations are as follows:

For CSM 5.1, .ini files are split as per-computer and per-user files, and are located in the following directories:

o Per-computer .ini files:

– Vista/Windows 7: C:\ProgramData\Mitel\Customer Service Manager\<application name>\Settings

– Windows XP: C:\Documents and Settings\All Users\Mitel\Customer Service Manager\<application name>\Settings

o Per-user .ini files:

– Vista/Windows 7: C:\Users\<username>\AppData\Roaming\Mitel\Customer Service Manager\<application name>\Settings

– Windows XP: C:\Documents and Settings\<username>\Application Data\Mitel\Customer Service Manager\<application name>\Settings

For CCS/Callview 4.11/4.2 and CSM 5.0, .ini files are located in the C:\Windows directory.

Table 6-2. Client .ini Files


CallViewer callviewer.ini (per-computer)

cvruser.ini (per-user)

cvolkbtn.ini (per-computer)

cvolkbtnuser.ini (per-user)

cvlink.ini

RealViewer realviewer.ini (per-computer)

rvruser.ini (per-user)

Reporter reporter.ini (per-computer)

rptuser.ini (per-user)


1. Auto Reporter .ini files are shared between Reporter and Reporter Real-Time.


Reporter Real-Time reporterrt.ini (per-computer)

rtuser.ini (per-user)





Combined Windows 7 and CSM 5.1 Upgrade Procedure

This section provides the high level procedure for combined Windows 7 and CSM v5.1 upgrades. For CSM upgrades that do not involve upgrading the operating system to Windows, see page 6-28 for instructions.

To upgrade the user’s operating system to Windows 7 and CSM clients to v5.1:

1. Back up all user settings files (see Table 6-1 on page 6-31)

2. Upgrade/install the Windows 7 operating system.

3. Upgrade/install the CSM v5.1 client applications.

4. If you completed a clean install of the CSM clients, restore the backed up user files. User settings files can be restored in the following ways:

Restore the backed up settings files to the common application data directory (C:\ProgramData\Mitel\Customer Service Manager\<client application name>\Settings). This will cause the restored settings files to be used as defaults by all new users of the system.

Restore the backed up settings files to each individual users application data directory (C:\Users\<username>\AppData\Roaming\Mitel\Customer Service Manager\<client application name>\Settings). This will only apply the settings to the particular user.

NOTEIf any of the client .ini files in Table 6-8 on page 6-14 were modified after the clients were installed, include these files in your backup to retain these modifications.

NOTEYou can upgrade from Windows Vista to Windows 7. A clean install is required to go from Windows XP to Windows 7.

NOTEIf the Windows upgrade was from XP (clean install of Windows 7), a clean install of the CSM clients is required.

NOTEWhen restoring the settings files, rename the files to the names specified in the CSM 5.0/5.1 column in Table 6-1 on page 6-31.




Chapter 7: Troubleshooting

Troubleshooting

Client Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-2

File Sender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-3

Networking-Related Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-4

Network Configuration Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-5

Voice Recording Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-6

Invalid Statistics-Related Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-7

Security-Related Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-8

Miscellaneous Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-9


Chapter 7: TroubleshootingClient Log Files

Client Log FilesFor CSM v5.1 and later, client application logs (including CallViewer logs generated by RTG macros) are located in the current user’s application data directory as follows:

Windows 7/Vista: C:\Users\<username>\AppData\Roaming\Mitel\Customer Service Manager\<application name>\Logs

Windows XP: C:\Documents and Settings\<username>\Application Data\Mitel\Customer Service Manager\<application name>\Logs

Table 7-1 provides the application log file names.

Table 7-1. Application Log Files


CallViewer Cvmain.log

cvpkt.log

cvnet.log

cvrmt.log

<macro name>.log

<action name>.log

cvrupgrade.ini

RealViewer Wbmain.log

wbnet.log

wbrmt.log

wbsystem.log

rvrupgrade.ini

Reporter Wzmain.log

wznet.log

wzrmt.log

wzsystem.log

rptupgrade.ini

Reporter Real-Time Rtmain.log

rtnet.log

rtrmt.log

rtsystem.log

rtupgrade.ini


Chapter 7: TroubleshootingFile Sender

File Sender

CSM v5.1 and later includes a tool (File Sender) designed to collect and send configuration and log files to Mitel Technical Support for troubleshooting purposes. File Sender should only be used by Mitel certified technicians when troubleshooting an issue with a CSM application.

File Sender is a Windows application that is included in the client and server installation package. This tool gathers and compresses the required files into a single zipped file so that the data can be quickly sent to Mitel Technical Support. File Sender requires a six-digit problem ticket number to properly route the zipped file it creates. Before using File Sender, you must open a problem ticket with Mitel Technical Support.

Before launching File Sender, close the CSM client application you are troubleshooting. This ensures that the latest changes to the client configuration files are included in the File Sender zipped file.

To launch the File Sender tool, do one of the following:

Locate and double-click the executable (for example, C:\Program Files\Mitel Customer Service Manager\File Sender).

Launch the tool from the Windows Start menu (for example, Start – All Programs – Mitel Customer Service Manager – File Sender.

Refer to Knowledge Base (KB) article 4445 in the Mitel 5000 KB, or contact US Mitel Technical Support (1-888-777-3279) for additional information and instructions.

Figure 7-1. File Sender Tool


http://www.inter-tel.com/portal/page/portal/us_edge/technical/knowledge_base_center

http://inter-tel3.custhelp.com/cgi-bin/inter_tel3.cfg/php/enduser/std_alp.php?p_sid=AN6-zT_j&p_redirect=1

Chapter 7: TroubleshootingNetworking-Related Problems

Networking-Related ProblemsTable 7-2 includes networking-related problems for CSM.

Table 7-2. Networking-Related Problems

Symptom Possible Cause Corrective Action

A module remains in the “Waiting For Connection” state and never connects.

The client computer is configured incorrectly for networking.

If only one computer is experiencing this problem, then it is most likely that computer that is at fault. See Table 7-3 on page 7-5 for the network configuration you are using.

If several computers are experiencing this problem, then it is more likely that the Server computer is at fault. See Table 7-3 on page 7-5 or the network configuration you are using.

If network configuration for the above computers appears valid, then there is an underlying problem on the computer network and you should consult your IT department.

Server is not running.

If the Server computer is not powered on, power it on.

If the PC is powered on, check the tray bar for Server to see if there is a flashing question mark. If there is, the service is not running, go to the Server Control Panel and click Start.

The Computer Identification name is correct but the Server name is incorrect.

The network settings for every Customer Service Manager client application should have the same name or the server's IP address in the Server Name field. However, some versions of Windows show the short computer name while others show the full computer name in the Properties of My Computer. Any dashes/hyphens that are in the computer name MUST be present when that name is entered in the client settings.

Networking protocol is not installed or working properly.

See if you can connect to another network resource (e-mail, internet, etc.). If you cannot connect to other network resources, contact the your IT/MIS department for assistance.

The software connects but displays an error that the database is not available.

(Applies only when migrating from a 4.x database on an Axxess platform.)

Permissions on the CTI_DATABASE folder are not properly configured.

Anyone who runs Customer Service Manager client applications needs to have Read and Write access to the CTI_DATABASE share without being prompted for a password. You can test this access from the client PC by selecting Start and then Run, typing \\<servername>\cti_database, and then click OK. If you see a list of files, then you have Read access.

To test the write access, open the Archive.log file in Notepad, make a change to the file, and then save the file (do not use Save As). If you receive an error or Notepad displays the Save As… dialog box, then you do not have Write access. If you either never see the contents of the folder or cannot save the file, contact your IT/MIS department to ensure that these permissions are configured in a manner that will not conflict with your security policies.


Chapter 7: TroubleshootingNetwork Configuration Problems

Network Configuration ProblemsTable 7-3 includes network configuration problems for CSM.

Table 7-3. Network Configuration Problems


Network problems

Incorrect TCP/IP configuration

To troubleshoot network problems:

1. From client PC, “ping” the Server's computer name (e.g., PING CSMSERVER). If this works, both computers are on the network and your problem is unlikely to be network-related.

2. From client PC, “ping” the Server's IP address (e.g., PING 172.16.14.71). If this works, TCP/IP is working on both PCs, but not necessarily name resolution; go to Name Resolutionon page 16.

3. From the client PC, “ping” any other IP address on your network. If this works, then the Server is most likely not powered on. Turn on the Server.

4. If you cannot “ping” other computers on your network, consult your IT department.

5. If name resolution does not appear to be working, “ping” your WINS and/or DNS IP addresses. If either of the “ping” operations fail, check with your IT department that those servers are running and that your computer is correctly configured to use them.

File and print sharing

From the client PC, click Start, then Run and type \\<Server computer name> (e.g., \\CSMSERVER) and press Enter.

If, after 30 seconds or more, you get no response, file and print sharing is probably not installed on the Server.

If you are prompted for a username and password, refer to page 5-17.

If an Explorer window opens, but you do not see an item labeled CTI_database, you should reinstall Server.

If you can see the CTI_database share, open it and try to create a blank text file. If you cannot, refer to page 5-17.

Miscellaneous Check the following:

Network card: Some network cards are sub-standard. The use of 3COM and Intel network cards is recommended. Problems may be resolved by putting known-working NICs in the machines.

Latest network card drivers: Again, some drivers will have bugs in them, and a few site issues have been resolved by installing the latest NIC drivers.

Main server configuration: If client PCs (including Server) use WINS or DHCP, their successful operation is likely to be affected by successful installation of the main network server. Check to see if DHCP or WINS is working correctly. Also check to see if the name has been registered with WINS by looking at the WINS Manager on the NT Server and searching for the name in the list of mappings.

Firewall: If there is a firewall between the client PC and the Server computer, then the firewall should be configured to allow ports 135, 137 to 139 and 3986 through the firewall. If WAN access is required to the server, then it is recommended that only port 3986 be opened. This will limit the modules that are able to communicate with the server over the WAN.


Chapter 7: TroubleshootingVoice Recording Problems

Voice Recording ProblemsTable 7-4 includes voice recording problems for CSM.

Table 7-4. Voice Recording Problems

Problem Probable Cause Solution

I cannot play back voice recordings.

The computer running Reporter does not have the appropriate software installed.

Install the call recording integration software on the computer running Reporter. Refer to the CRE original equipment manufacturer’s documentation.

There is no available license on the Server key.

You will see an error when launching Reporter if call recording is not licensed on the Server.

Server cannot communicate with the CRE.

Make sure the voice recording server name programmed in Server matches the name programmed in the voice recording server. If necessary, update the information in Server.

The voice recording server is not on the network.

Make sure the voice recording server is connected to the LAN. If it is, try to ping the server. If the ping fails, verify that the server is on the same subnet as the CSM Server.

The voice recording server does not recognize the T1 trunks.

The CRE equipment is not programmed properly.

Make sure you have the correct digital network information programmed in the voice recording server. The information programmed in the Digital Network tab (for example, line build-out, framing scheme, etc.) for the T1 Tap card must match the information programmed for the T1/PRI card in the system Database Programming.

Calls are not being recorded.

The connection between CSM Server and the CRE equipment server is down or incorrectly configured.

Make sure CSM Server is configured with the correct CRE name and that both servers can connect to the network.

Make sure the channel settings for trunks and/or extensions in CSM Server match those assigned in the CRE. Also, make sure the trunks and/or extensions are mapped to channels. If a channel is not mapped, that channel is not recorded.

Make sure the CRE server is turned on.


Chapter 7: TroubleshootingInvalid Statistics-Related Problems

Invalid Statistics-Related ProblemsTable 7-5 includes statistics-related problems for CSM.

Table 7-5. Invalid Statistics-Related Problems


Invalidstatistics

User error Attend technical training at Mitel University or contact Mitel Technical Support.

Misinterpretation of statistic/data – User does not have sufficient knowledge of the product, statistics, etc.

Incorrect report “filter” – User selects/creates filter that is not what they think it is.

Incorrect installation, setup, and configuration

Duplicate trunk or device IDs (i.e., networked system does not conform to the Universal Numbering Plan) for multi-node sites only.

Program the system to conform to Universal Numbering Plan.

The system node(s) database programming is incorrect. Fix errors in the system database programming.

Lost OAI data between the system and Server could be due to:

Server was “down” due to:

o Intentional shut down by technician for maintenance, upgrades, and AMC (Adds, Moves, Changes).

Restart Server.

o Unintentional shut down (power glitch, PC glitch, network glitch, software glitch, etc.).

The system node was “down.” If one node goes down in a multi-node site, Server loses data from all nodes.

Bring node back up.

Communication lost between CT Gateway and/or Call Processing Server with CSM Server due to lost Server data (packets) between Server and Client applications over LAN/WAN due to a networking problem.

Software Bugs in:

CSM Software Update to the latest version of software. The system switch with System OAI

CT Gateway or Switch Transceiver - for multi-node networked system sites only


Chapter 7: TroubleshootingSecurity-Related Problems

Security-Related ProblemsTable 7-6 includes security-related problems for CSM.

Table 7-6. Security-Related Problems


Certain options are not available when I try to access them.

Your password level does not allow access to that option.

Change the password level, if necessary (see page 6-2). Otherwise, contact the System Administrator to change your password level.

I periodically have to re-enter my password.

Server has gone down or has reset.

This is a security feature to ensure that no one has unauthorized access to the Server database. You must re-enter your password to re-establish a connection with Server.

When I upgrade the software, I am not given the option to start Server with a blank database. I don’t want to convert my old database because it is corrupt.

The upgrade does not allow you to clear out the database. This helps to prevent loss of data.

Attempt to upgrade the existing database. If the upgrade fails, you may have to uninstall and re-install Server.

When I enter an agent, trunk line, hunt group, or extension description, the information automatically changes whenever I access the database again.

Server is retrieving information from the Axxess® database.

This is how SmartSync works. With SmartSync, you do not have to manually enter agent, trunk line, hunt group, or extension information in the Server database. If you do, Server automatically overwrites the information with the data from the Axxess system whenever the two systems synchronize.

If you want to change the description, you must do so in Database Programming, not in Server.


Chapter 7: TroubleshootingMiscellaneous Problems

Miscellaneous ProblemsTable 7-7 includes miscellaneous problems for CSM.

Table 7-7. Miscellaneous Problems


When using Inter-Tel Axxess, CallViewer cuts off the end of the number shown in the display, and adds the Local Area Prefix to the number being dialed.

The options for Local Dial Rules are set to the following:

Calculate dial rules via CallViewer CSM Server.

Add outbound dial prefix when digit length reaches <number> digits: 6

Add long distance code when digit length reaches <number> digits: 8

However, the Axxess database is not programmed for the local area code used.

Program the Inter-Tel Axxess database for the local area code.

CallViewer displays the wrong DND message.

During initialization, CSM downloads the DND messages for the first node it initializes with, and therefore the DND messages can be different from those displayed on the phone.

Program the same DND messages in the same order on all nodes to which CSM Server is connected.


Chapter 7: TroubleshootingMiscellaneous Problems


Appendix A: Statistics

Statistics

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Calculate Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Calculating Statistics by Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Calculating Statistics by Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3

Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4

Call Summary Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4

Statistics Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-5

Percentage Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-7

“A” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-39

“B” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-67

“C” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-68

“D” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-87

“E” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-90

“F” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-92

“G” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-95

“H” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-96

“I” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-97

“L” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-104

“M” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-107

“N” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-113

“O” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-114

“P” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-116

“Q” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-117

“R” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-118

“S” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-120

“T” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-122

“U” Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-139

Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012 Page A-1

Appendix A: StatisticsIntroduction

IntroductionEvery piece of data that can be displayed in Customer Service Manager is a statistic. Some of these relate to information about a particular call, but the majority of statistics are calculated values. How you choose to create your tiles and filters affects how the statistics are calculated.

Calculate StatisticsOn the General tab of the Add/Edit Filter dialog box (page 4-43) you can choose to calculate statistics by device or by trunk line. In Reporter the By Device / By Trunk option is selected on the Filter tab of report properties, and is defaulted depending on how the report is grouped. In Reporter Real-Time and RealViewer the choice is made in the filter options and this setting is defaulted for you when you create the filter, so you should not need to change it. How this setting is defined affects how statistics are calculated, because it affects how calls are modeled.

Calculating Statistics by Device

In this method, statistics are calculated by modeling calls on devices (extensions, agents, and hunt groups) that the trunk call was active on. This means that transferred calls are included when calculating the statistics.

Figure A-1. Statistics by Device

For example, a call that rang at group 1000, was answered at 210, but then transferred to group 1001, would be considered as two calls; one that initially rings 1000, and one that rings at 1001.

For the majority of reports, this setting is the most appropriate.

The best way of visualizing this is to imagine a sphere of glass surrounding internal devices in the PBX. Statistics are calculated by considering the trunk line call traffic that has passed through the sphere's external surface.

You would choose to calculate call statistics by device when you were measuringthe number of calls that alerted a particular, hunt group or extension device.

Page A-2 Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised February 2012

Appendix A: StatisticsCalculate Statistics

Calculating Statistics by Trunk

In this method, statistics are calculated by modeling calls on the trunk line that the call was active on. This means that transferred calls are ignored when calculating statistics.

Figure A-2. Statistics by Trunk

However, there are instances when calculating statistics by trunk does not necessarily make sense when done in the context of certain types of filters. This is because “by trunk” call count statistics are calculated by considering only the last call segment record of an entire call chain.

For example, consider an inbound trunk line call that was answered by a hunt group member, and then subsequently transferred to a different extension device on the telephone system, where the call was then ended.

In this case, only the last call record corresponding to the final device that the call was transferred to is considered when working out how many calls have been received from the network provider. “By trunk”-orientated call count statistics are calculated this way to optimize the speed at which statistics can be calculated from a large number of call records.

Filtering options that are appropriate to use for by-trunk orientated statistics are the “longitudinal” filtering options that will not exclude any particular record in a complete call segment chain. Such filtering options are the trunk line device, DID number, and telephone number filtering parameters.

Most other filtering options, such as the other device, agent ID, and call duration options, can be considered more “sectional” filtering parameters, which may include only individual record “fragments” of the entire underlying call segment chain. These tend to translate “by-trunk”-calculated statistics into unsuitable results because the filter might not include the final call record of some call segment chains. This means that the corresponding call count for those matching call chains may or may not have been necessarily incriminated, depending on whether the call segment chain ended “inside” the applied filter.

When using “sectional” filtering options, these are often instances where it is more appropriate to use the “by device” statistics calculation option because one would ordinarily want to count calls from the perspective of an internal telephone system device entity (i.e., how many calls have been presented to a particular hunt group).

For example, a call that rang at group 1000, was answered at extension 210, but then transferred to group 1001, would be considered as one call.

The best way of visualizing this is to imagine a piece of glass cutting through the trunk lines that connect the PBX and the Network Provider. Statistics are calculated by considering the calls that have passed through the glass.

You would choose to calculate call statistics by trunk line when you wanted to knowthe actual call traffic entering the telephone system from the network provider. For

example, you might want to measure how many calls have originated via different DID num-bers or from different sets of trunk lines.

The default All Calls filter calculates call statistics this way.


Appendix A: StatisticsGroup Statistics

Group StatisticsIn Reporter, statistic reports are grouped by a particular value. For example, a report grouped by telephone number collates all calls with the same telephone number, and calculates statistics for those calls; a report grouped by 30 minute intervals collates all calls within the same 30 minute interval, and calculates statistics for those calls.

When you group by device or by agent, more than one device or agent could easily have handled the call. For example, a call that rings 1000 and is answered at 210; statistics at both 1000 and 210 are updated.

This will mean that if you run a report grouped by device, you are likely to see a greater number of total calls than for a report grouped by telephone number. This is because the device report is taking into account calls that have been handled by multiple devices. A device grouped report will be exactly the same as if calculate statistics by device had been chosen.

Call Summary StatisticsCall Summary Statistics are usually a single number or piece of information that summarizes the calls for a particular group or filter. Such statistics can be displayed on Deskboard or multi stat tiles or graphed on the graph tiles. Examples include Total Inbound Calls, Calls Refused, and Agents Logged In.

Call Summary statistics include the following categories:

Call Details: Call statistics that show specific details for each call.

Call Totals: Call statistics that increment after call termination, for example, Calls In Completed.

Active Call Statistics: Real-time call statistics, for example, Calls Queuing.

% Call Totals: Percentages of call statistics that increment after call termination, for example, % Answered <= 5, 15, 30, 60, 90, or 120s. Service level statistics are included in this category.

Call Times: Various times of call and e-mail statistics, for example, Avg Ans Time (E-mail).

Agent Statistics: All agent statuses, for example, Logged In, Idle, and Busy (Call).

DND Statistics: DND statistics for extensions.

Network Statistics: Tools for testing traffic over the network between the client application and the Contact Center Server, for example, Packets Sent / Minute.

Miscellaneous: Time and date options.


Appendix A: StatisticsStatistics Tables

Statistics TablesThis section provides tables for all of the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, arranged in the following order:

Percentage Statistics on page 7

“A” Statistics on page 39

“B” Statistics on page 67

“C” Statistics on page 68

“D” Statistics on page 87

“E” Statistics on page 90

“F” Statistics on page 92

“G” Statistics on page 95

“H” Statistics on page 96

“I” Statistics on page 97

“L” Statistics on page 104

“M” Statistics on page 107

“N” Statistics on page 113

“O” Statistics on page 114

“P” Statistics on page 116

“Q” Statistics on page 117

“R” Statistics on page 118

“S” Statistics on page 120

“T” Statistics on page 122

“U” Statistics on page 139

Customer Service Manager Statistics Table Legend:

= Included in module(s)

= Not included in module(s)

REP = Reporter

RV = RealViewer

RT = Real-Time

IR = Intelligent Router

Basic, PRO = License Levels for Reporter

Statistic Types (These do not affect statistics available only in Reporter):

CS = Call Summary List

T = Trunk List

E = Extension List

A = Agent List



When comparing report statistics, take note of the following:

Use the information in the Sub Group column to locate the particular statistic in the application menus.

The License column indicates the minimum license level needed to use the statistic.

Never compare device-based stats (such as those in an extension list or Calls by Extension report) with call summary stats (such as those on a RealViewer tile, or those in a Calls by Day report).

The number of records in a call list report cannot be compared to any statistic. It is purely a count of records in the list, and is in no way related to any statistic, because all stats consider which segments they need to include.

Never compare totals in a report with totals in another report, unless the report is grouped on the same type of item.

In a few cases the statistic names are not exactly the same in different modules. In those instances, the tables show both names with an indication of which module contains that particular name. For example, in Reporter, the statistic name is User Finished On and in RealViewer, Reporter Real-Time, and Intelligent Router, it is called User Now On.



Percentage Statistics

Table A-1 includes all the % statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, arranged in alphabetical order.

Table A-1. Percentage Statistics

Name Description Sub Group RepRV,

RT & IR

LicenseStat Type

% Abandoned <= 5, 15, 30, 60, 90, or 120

The percentage of all internal and external inbound calls that were unanswered within the given time frame, where the caller ended the call. The service levels used are user-definable within the Options property sheet, and therefore may differ from those listed above. There are six breakdown points, producing seven statistics. The breakdown points are, by default, 5, 15, 30, 60, 90, 120. When an inbound, unanswered call completes, the ring time is checked against each breakdown point. For any breakdown point where the ring time is below or equal to it, the corresponding value increments for the appropriate index. At the same time, the ring time is checked against the maximum breakdown point (120 seconds, number 6), and if it has been exceeded, another count increments. This stores the number of inbound unanswered calls, lost outside of the breakdown point. E-mails are ignored for this calculation.

This statistic is calculated as the ratio of the corresponding Abandoned <= x statistic to the Total Inbound statistic. It is calculated the same way, whether you are filtering by trunk or device.

% Call Totals

REP,RV, RT

CS, T, E, A



% Abandoned> 120s The percentage of all internal and external inbound calls that were unanswered outside of the last service level. The service levels used are user-definable within the Options property sheet, and therefore may differ from those listed above. E-mails are ignored for this calculation.

This statistic is calculated as the ratio of the corresponding Abandoned > x statistic to the Total Inbound statistic. It is calculated the same way, whether you are filtering by trunk or device.

% Call Totals

REP,RV, RT

CS, T, E, A

% Abandoned Calls The percentage of all internal and external inbound calls that were not answered (i.e., the ratio of the Abandoned Calls statistic to the Total Inbound statistic). E-mails are ignored for this calculation.

A call is only considered abandoned in the last call segment where the caller chose to end the call, rather than the call being diverted due to no answer, forwarded, or overflowed.

CS, RT CS

% Agents Busy (Call) The percentage of agents in the busy (call) state against all agents logged in. The value is calculated by dividing the number of devices in the specific state by the number of devices logged in. These two values are already calculated and correspond to the Agents Logged In, the Agents Free, etc. statistic values.

RV, RT CS

Table A-1. Percentage Statistics (Continued)


RT & IR

LicenseStat Type

NOTE

An agent who is alerting with an inbound call is not considered busy on a call until they answer the call.



% Agents Busy (E-mail) The percentage of agents in the busy (e-mail) state against all agents logged in. The value is calculated by dividing the number of devices in the specific state by the number of devices logged in. These two values are already calculated and correspond to the Agents Logged In, the Agents Free, etc. statistic values.

RV, RT CS

% Agents Busy N/A (DND)

The percentage of agents in the DND state against all agents logged in. The value is calculated by dividing the number of devices in the specific state by the number of devices logged in. These two values are already calculated and correspond to the Agents Logged In, the Agents Free, etc. statistic values.

RV, RT CS

% Agents Free The percentage of agents in the free state against all agents logged in. The value is calculated by dividing the number of devices in the specific state by the number of devices logged in. These two values are already calculated and correspond to the Agents Logged In, the Agents Free, etc. statistic values.

RV, RT CS

% Agents Free (E-mail) The percentage of agents in the free (e-mail) state against all agents logged in. The value is calculated by dividing the number of devices in the specific state by the number of devices logged in. These two values are already calculated and correspond to the Agents Logged In, the Agents Free, etc. statistic values.

RV, RT CS

% Agents Idle The percentage of agents in the idle state against all agents logged in. The value is calculated by dividing the number of devices in the specific state by the number of devices logged in. These two values are already calculated and correspond to the Agents Logged In, the Agents Free, etc. statistic values.

RV, RT CS



RT & IR

LicenseStat Type



% Agents in Wrapup (Call)

The percentage of agents in the wrapup (call) state. The value is calculated by dividing the number of devices in the specific state by the number of devices logged in. These two values are already calculated and correspond to the Agents Logged In, the Agents Free, etc. statistic values.

RV, RT CS

% Agents in Wrapup (E-mail)

The percentage of agents in the wrapup (e-mail) state. The value is calculated by dividing the number of devices in the specific state by the number of devices logged in. These two values are already calculated and correspond to the Agents Logged In, the Agents Free, etc. statistic values.

RV, RT CS

% Answered <= 5, 15, 30, 60, 90, or 120s

The percentage of all internal and external inbound calls answered within the given time frame, where the caller ended the call. The statistics are progressively cumulative (i.e., Answered <=15 includes those calls which were answered <=5). The service levels used are user-definable within the Options property sheet (refer to the Service Levels Tab in the online Help) and, therefore, may differ from those listed above. There are six breakdown points, producing seven statistics. The breakdown points are, by default, 5, 15, 30, 60, 90, and 120. When an inbound, answered call completes, the ring time is checked against each breakdown point. For any breakdown point where the ring time is below or equal to it, the corresponding value increments for the appropriate index. At the same time, the ring time is checked against the maximum breakdown point (120 seconds, number “6”), and if it has been exceeded, another count increments. This stores the number of inbound answered calls answered outside of the breakdown point. E-mails are ignored for this calculation.

% Call Totals

REP,RV, RT

CS, T, E, A



RT & IR

LicenseStat Type



% Answered <= 5, 15, 30, 60, 90, or 120s (continued)

This statistic is calculated as the ratio of the corresponding Answered <= x statistic to the Total Inbound statistic.

If filtering by trunk, this statistic counts the number of calls by the trunk line where the calls originated and will not take into account transferred calls.

If filtering by device, this statistic counts call segments and considers all calls that entered the telephone system (e.g., a new call), alerted a new hunt group device, or were transferred.

For example, consider a call that rings reception (i.e., auto attendant or operator), is answered, and is then transferred to Sales. When filtering by trunk, this is considered as one call answered by reception, and the statistic will reflect how quickly the call is answered. When filtering by device, this is considered as two calls: one that rang at reception and one that rang at Sales. This statistic, therefore, will reflect how quickly both reception and Sales answered the call. Furthermore, when filtering by device, it would be possible to apply a filter such that the part of the call that rang at reception was ignored, and the statistic would only reflect calls that rang at Sales, even if transferred from reception.

% Answered > 120s The percentage of all internal and external inbound calls answered outside of the last service level. The service levels used are user-definable within the Options property sheet, and therefore may differ from those listed above. E-mails are ignored for this calculation.

This statistic is calculated as the ratio of the corresponding Answered > x statistic to the Total Inbound statistic. It is calculated using the same logic as the % Answered <=x statistic.

% Call Totals

REP,RV, RT

CS, T, E, A



RT & IR

LicenseStat Type



% Avg Answer Rate The percentage of internal and external inbound calls that have been answered. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of inbound calls that were answered at the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound answered calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of inbound calls that were received from/made to the corresponding caller's telephone number.

However, the statistic's calculation is also affected by whether the corresponding report is being calculated “By Trunk” or “By Device” as follows:

By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound calls that passed into or out of the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device”.

Call Rates REP



RT & IR

LicenseStat Type



% Avg Answer Rate (continued)

This is because a particular extension or agent ID could process a call that had been transferred several times within the telephone system, and counting the first segment of these call types (e.g., calculating by trunk) would not consider the subsequent call traffic at all the corresponding devices.

By Device: When calculating statistics by device, the call statistic calculation considers every segment of every inbound call that was transferred, recalled, or diverted to different internal destinations within the telephone system.

% Avg Answer Rate (E-mail)

The percentage of routed e-mails that have been answered across each call rate.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of routed e-mails that were answered at the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of routed answered e-mails that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of routed e-mails that were received from or made to the corresponding e-mail address.

Call Rates PRO

% Busy (Call) Time The percentage of time that agents have spent in the busy (call) state against the total time on duty. This value is the percentage of time spent in a given agent state against the total time spent on duty, for devices that have logged in today. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT CS



RT & IR

LicenseStat Type



% Busy (E-mail) Time The percentage of time that agents have spent in the busy (e-mail) state against the total time on duty. This value is the percentage of time spent in a given agent state against the total time spent on duty, for devices that have logged in today. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT CS

% Busy N/A (DND) Time

The percentage of time that agents have spent in the DND state against the total time on duty. This value is the percentage of time spent in a given agent state against the total time spent on duty, for devices that have logged in today. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT CS

% Calls Abandoned The percentage of internal and external calls abandoned against total inbound calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic

% Calls Identified The percentage of identified internal and external calls against the total number of calls handled for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic

% Calls In The percentage of internal and external calls in against total calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic,RT

T, E, A

% Calls In Ans* The percentage of internal and external inbound answered calls against total inbound calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic,RT

E

% Calls In Ans Ext The percentage of inbound answered external calls for the current group level compared against the total number of inbound answered calls for the same group level, including internal calls.

% Call Totals

Basic



RT & IR

LicenseStat Type



% Calls In Ans Int The percentage of inbound answered internal calls for the current group level compared against the total number of inbound answered calls for the same group level, including external calls.

% Call Totals

MIS

% Calls In Completed The percentage of internal and external inbound calls completed at this device against the total number of internal and external inbound calls at this device. E-mails are ignored for this calculation.

% Call Totals

Basic

% Calls In Ext* The percentage of inbound external calls for the current group level compared against the total number of inbound calls for the same group level, including internal calls.

% Call Totals

Basic,RT

E, A

% Calls In Int* The percentage of inbound internal calls for the current group level compared against the total number of inbound calls for the same group level, including external calls.

% Call Totals

REP,RT

E, A

% Calls Out The percentage of internal and external calls out against total calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic,RT

T, E, A

% Calls Out Ans* The percentage of internal and external outbound answered calls against total outbound calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

BasicRT

E

% Calls Out Ans Ext* The percentage of outbound answered external calls for the current group level compared against the total number of outbound answered calls for the same group level, including internal calls.

% Call Totals

Basic

% Calls Out Ans Int* The percentage of outbound answered internal calls for the current group level compared against the total number of outbound answered calls for the same group level, including external calls.

% Call Totals

REP



RT & IR

LicenseStat Type



% Calls Out Completed The percentage of internal and external outbound calls completed at this device against the number of internal and external outbound calls handled by this device. E-mails are ignored for this calculation.

% Call Totals

Basic

% Calls Out Ext The percentage of outbound external calls for the current group level compared against the total number of outbound calls for the same group level, including internal calls.

% Call Totals

Basic,RT

E, A

% Calls Out Int The percentage of outbound internal calls for the current group level compared against the total number of outbound calls for the same group level, including external calls.

% Call Totals

REP,RT

E, A

% Calls Overflowed In* The percentage of internal and external calls for the current day, which entered into the current device because they overflowed (recalled) from another hunt group or extension device, compared to the total number of inbound calls for the current day.

% Call Totals

REP,RV, RT

CS

% Calls Overflowed Out The percentage of all internal and external inbound calls that overflowed to a different group device without being answered (i.e., the ratio of Calls Overflowed to Total Inbound). E-mails are ignored for this calculation.

When filtering by trunk, this statistic will return “0%” because calls are counted by the trunk where the call originated, and a call could not overflow to a different trunk line.

When filtering by device, this statistic considers all unanswered call segments which overflowed or recalled to another device.

% Call Totals

REP,RV, RT

CS

% Calls Refused The percentage of internal and external refused calls at this device against the number of internal and external refused calls at this device. E-mails are ignored for this calculation.

% Call Totals

REP



RT & IR

LicenseStat Type



% Calls With Caller ID The percentage of internal and external inbound calls received with Caller ID against the total number of inbound calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic

% DID Calls The percentage of internal and external inbound calls received via a DID line against the total number of inbound calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic

% E-mails ARM'd* The percentage of inbound e-mails that were responded to with an Alternate Response Method (ARM) response compared against the total number of processed e-mails for the same group level.

% Call Totals

PRO,RT (PRO)

E, A

% E-mails Expired* The percentage of e-mails that queued longer than the expiry time against total e-mails for this particular grouped field.

% Call Totals

Basic

% E-mails In Ans* The percentage of answered e-mails for the current group level, compared against the total number of inbound e-mails for the same group level.

% Call Totals

PRO,RT (PRO)

E

% E-mails NRN'd* The percentage of NRN'd e-mails for the current group level No Reply Necessary (NRN), compared against the total number of processed e-mails for the same group level.

% Call Totals

PRO,RT (PRO)

E, A

% E-mails Processed* The percentage of completed (processed) e-mails for the current group level, compared against the total number of inbound e-mails for the same group level.

% Call Totals

PRO,RT (PRO)

E, A

% E-mails Refused* The percentage of refused e-mails at this device against the number of refused e-mails at this device.

% Call Totals

PRO

% E-mails Rejected* The percentage of inbound e-mails that were deleted automatically by the system against total e-mails for this particular grouped field.

% Call Totals

Basic



RT & IR

LicenseStat Type



% Extension Time in Busy N/A

The percentage of total cumulative time that a device spent in DND and/or MCD Agent Make Busy status compared as a percentage of the total time that the corresponding report was being run.

Busy N/A Statistics

PRO, RTr

CS, E, A

% Extension Time in DND

The percentage of total cumulative time that a device/Account spent in DND status compared as a percentage of the total time that the corresponding report was being run.

DND Stats ACD E, A

% E-mails Replied* The percentage of replied e-mails for the current group level (where the agent sent a response to the customer and not a No Response Necessary or Alternate Response Method), compared against the total number of processed e-mails for the same group level.

% Call Totals

PRORT(PRO)

E, A

% Free (E-mail) Time The percentage of time that agents have spent in the free (e-mail) state against the total time on duty. This value is the percentage of time spent in a given agent state against the total time spent on duty, for devices that have logged in today. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT CS

% Free Time The percentage of time that agents have spent in the free state against the total time on duty. This value is the percentage of time spent in a given agent state against the total time spent on duty, for devices that have logged in today. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT CS



RT & IR

LicenseStat Type



% In Answered Rate The percentage of internal and external inbound calls that have been answered that occurred in the last Call Rate Period. By default, the Call Rate Period is 30 minutes. The rate is defined as a percentage which is (Inbound Call Rate - Abandoned Call Rate) divided by the Inbound Call Rate. These statistics are calculated whenever a call rate statistic (such as this) is requested, but only if the calculation has not been performed in the last 5000 ms. E-mails are ignored for this calculation.

If filtering by device, this statistic will consider all new inbound calls, inbound calls that alert a new hunt group device, and transferred inbound calls.

RV, RT CS, T, E, A

% In Answered Rate (E-mail)*

The percentage of e-mails answered (processed) across the last call rate.

RT (PRO)

E, A



RT & IR

LicenseStat Type



% Inbound Answered The percentage of all internal and external inbound calls that were answered (i.e., the ratio of the Inbound Answered statistic to the Total Inbound statistic). E-mails are ignored for this calculation.

If filtering by trunk, this statistic counts all inbound calls based on the trunk line where the call originated. Regardless of which device answers the call, this statistic will increment once per call on a trunk line. In Server, you can flag certain devices as queueing (e.g., Yes, this device is treated as 'not answered') so that Automated Attendants and queueing announcements are not considered as having answered the call, and a call is only marked as answered once the caller gets through to a human being.

If filtering by device, this statistic counts all inbound call segments and considers all calls that entered the telephone system (e.g., new calls), alerted a new hunt group, or were transferred.

For example, consider a call that was answered at reception (i.e., auto attendant or operator), transferred to Sales, and then dropped by the caller. When filtering by trunk, this is considered as one inbound call and one answered call. When filtering by device, this is considered as two inbound calls and one answered call. If Sales had answered the call, then filtering by trunk would still have considered it as one inbound call and one answered call. Filtering by device, however, would have considered it as two inbound calls and two answered calls.

CS, RT CS

% Inbound Answered (E-mail)*

The percentage of answered e-mails for the current day compared against the total number of e-mails received for the same day.

CS, RT (PRO)

CS



RT & IR

LicenseStat Type



% Inbound Answered (External)*

The percentage of inbound answered external calls for the current day compared against the total number of inbound answered calls for the same day.

CS, RT CS

% Inbound Answered (Internal)*

The percentage of inbound answered internal calls for the current day compared against the total number of inbound answered calls for the same day.

CS, RT CS

% Inbound DID The percentage of all internal and external inbound calls that were direct dialed (i.e., the ratio of the Inbound DID statistic to the Total Inbound statistic). E-mails are ignored for this calculation.


CS, RT CS

% Inbound Identified The percentage of all internal and external inbound calls that were matched against the Server Import database (i.e., the ratio of the Inbound Identified statistic to the Total Inbound statistic).


CS, RT CS

% Inbound with Caller ID

The percentage of all internal and external inbound calls that were received with Caller ID (i.e., the ratio of the Inbound With Caller ID statistic to the Total Inbound statistic).


CS, RT CS

% Invalid Dialed Calls The percentage of invalid dialed internal and external calls against the total number of outbound calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic



RT & IR

LicenseStat Type



% Of All Abandoned <= Xs

The percentage of internal and external calls abandoned within X seconds for this particular grouped field against the number of calls abandoned within X seconds for the entire report. E-mails are ignored for this calculation.

% of all Call Totals

REP

% Of All Abandoned> 120s

The percentage of internal and external calls abandoned after 120 seconds for this particular grouped field against the number of calls abandoned within X seconds for the entire report. E-mails are ignored for this calculation.


REP

% Of All Answered <= Xs

The percentage of internal and external calls answered within X seconds for this particular grouped field against the number of calls answered within X seconds for the entire report. E-mails are ignored for this calculation.


REP

% Of All Answered > 120s

The percentage of internal and external calls answered after 120 seconds for this particular grouped field against the number of calls answered within X seconds for the entire report. E-mails are ignored for this calculation.


REP

% Of All Calls Identified The percentage of identified internal and external calls for this particular grouped field against the number of identified calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Calls In The percentage of internal and external inbound calls for this particular grouped field against the number of inbound calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Calls In Ans The percentage of internal and external inbound answered calls for this particular grouped field against the number of inbound answered calls for the entire report. E-mails are ignored for this calculation.


Basic



RT & IR

LicenseStat Type



% Of All Calls In Ans Ext

The percentage of inbound answered external calls for the current group level compared against the total number of inbound answered external calls for the entire report.


Basic

% Of All Calls In Ans Int

The percentage of inbound answered internal calls for the current group level compared against the total number of inbound answered internal calls for the entire report.


REP

% Of All Calls In Completed

The percentage of internal and external inbound calls completed for this particular grouped field against the number of inbound calls completed for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Calls In Ext The percentage of inbound external calls for the current group level compared against the total number of inbound external calls for the entire report.


Basic

% Of All Calls In Int The percentage of inbound internal calls for the current group level compared against the total number of inbound internal calls for the entire report.


REP

% Of All Calls Abandoned

The percentage of abandoned internal and external calls for this particular grouped field against the number of abandoned calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Calls Out The percentage of internal and external outbound calls for this particular grouped field against the number of outbound calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Calls Out Ans The percentage of internal and external outbound answered calls for this particular grouped field against the number of outbound answered calls for the entire report. E-mails are ignored for this calculation.


Basic



RT & IR

LicenseStat Type



% Of All Calls Out Ans Ext

The percentage of outbound answered external calls for the current group level compared against the total number of outbound answered external calls for the entire report.


Basic

% Of All Calls Out Ans Int

The percentage of outbound answered internal calls for the current group level compared against the total number of outbound answered internal calls for the entire report.


REP

% Of All Calls Out Completed

The percentage of internal and external outbound calls completed for this particular grouped field against the number of outbound calls completed for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Calls Out Ext The percentage of outbound external calls for the current group level compared against the total number of outbound external calls for the entire report.


Basic

% Of All Calls Out Int The percentage of outbound internal calls for the current group level compared against the total number of outbound internal calls for the entire report.


REP

% Of All Calls Overflowed In

The percentage of internal and external calls for the current group level, which entered into the current device because they overflowed (recalled) from another hunt group or extension device, compared to the total number of overflowed (in) calls for the entire report.


REP

% Of All Calls Overflowed Out

The percentage of internal and external calls overflowed for this particular grouped field against the number of overflowed calls for the entire report. E-mails are ignored for this calculation.


REP

% Of All Calls Refused The percentage of internal and external calls refused for this particular grouped field against the number of refused calls for the entire report. E-mails are ignored for this calculation.


REP



RT & IR

LicenseStat Type



% Of All Calls With Caller ID

The percentage of internal and external calls received with Caller ID for this particular grouped field against the number of calls received with Caller ID for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Code 1-4 The percentage of calls where summary code n was entered for this particular grouped field against the number of internal and external calls and e-mails where summary code n was entered for the entire report.


Basic

% Of All Cost The percentage of total internal and external call cost for this particular grouped field against the total call cost for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Cost (In) The percentage of total internal and external call cost for inbound calls for this particular grouped field against the total call cost for inbound calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Cost (Out) The percentage of total internal and external call cost for outbound calls for this particular grouped field against the total call cost for outbound calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All DID Calls The percentage of DID internal and external calls for this particular grouped field against the number of DID calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All E-mails ARM'd The percentage of ARM'd e-mails for the current group level, compared against the total number of ARM'd e-mails for the entire report.


PRO

% Of All E-mails Expired

The percentage of expired e-mails for this particular grouped field against the number of expired e-mails for the entire report.


Basic



RT & IR

LicenseStat Type



% Of All E-mails In The percentage of inbound e-mails for this particular grouped field against the number of inbound e-mails for the entire report.


PRO

% Of All E-mails In Ans The percentage of answered inbound e-mails for this particular grouped field against the number of answered inbound e-mails for the entire report.


PRO

% Of All E-mails NRN'd The percentage of NRN'd e-mails for the current group level, compared against the total number of NRN'd e-mails for the entire report.


PRO

% Of All E-mails Processed

The percentage of completed (processed) e-mails for the current group level, compared against the total number of processed e-mails for the entire report.


PRO

% Of All E-mails Refused

The percentage of refused e-mails for the current group level, compared against the total number of refused e-mails for the entire report.


PRO

% Of All E-mails Rejected

The percentage of e-mails for this particular grouped field that were deleted automatically by the system against the number of rejected e-mails for the entire report.


Basic

% Of All E-mails Replied

The percentage of replied e-mails for the current group level, compared against the total number of replied e-mails for the entire report.


PRO

% Of All Invalid Dialed Calls

The percentage of invalid dialed internal and external calls for this particular grouped field against the number of invalid dialed calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Recoverable Calls

The percentage of recoverable internal and external calls for this particular grouped field against the number of recoverable calls for the entire report. E-mails are ignored for this calculation.


Basic



RT & IR

LicenseStat Type



% Of All Short Calls The percentage of short calls for this particular grouped field against the number of internal and external short calls and e-mails for the entire report.


Basic

% Of All Total Call Time The percentage of total internal and external call time for this particular grouped field against the total call time for the entire report. E-mails are ignored for this calculation.


REP

% Of All Total Call Time (E-mail)

The percentage of e-mail specific call (response) time for the current group level, compared against the total e-mail call time for the entire report.


PRO

% Of All Total Ring Time

The percentage of total internal and external call ring time for this particular grouped field against the total ring time for the entire report. E-mails are ignored for this calculation.


REP

% Of All Total Ring Time (E-mail)*

The percentage of e-mail specific ring (wait) time for the current group level, compared against the total e-mail ring time for the entire report.


PRO

% Of All Total Talk Time The percentage of total talk time for internal and external calls for this particular grouped field against the total talk time for the entire report. E-mails are ignored for this calculation.


REP

% Of All Total Talk Time (E-mail)*

The percentage of e-mail specific talk (processing) time for the current group level, compared against the total e-mail talk time for the entire report.


PRO

% Of All Unrecognized Calls

The percentage of unrecognized internal and external calls for this particular grouped field against the number of unrecognized calls for the entire report. E-mails are ignored for this calculation.


Basic

% Of All Unreturned Abandoned Calls

The percentage of unreturned abandoned internal and external calls for this particular grouped field against the number of unreturned abandoned calls for the entire report. E-mails are ignored for this calculation.


Basic



RT & IR

LicenseStat Type



% Outbound Answered The percentage of all internal and external outbound calls that were answered (i.e., the ratio of Outbound Answered to Total Outbound). E-mails are ignored for this calculation.

This statistic can only be calculated accurately if ISDN trunk lines have been used exclusively on the telephone system.

CS, RT CS

% Outbound Answered (External)*

The percentage of outbound answered external calls for the current day compared against the total number of outbound answered calls for the same day.

CS, RT CS

% Outbound Answered (Internal)*

The percentage of outbound answered internal calls for the current day compared against the total number of outbound answered calls for the same day.

CS, RT CS

% Outbound Identified The percentage of all internal and external outbound calls that were matched against the Server Import database (i.e., the ratio of the Outbound Identified statistic to the Total Outbound statistic).

CS, RT CS

% Peak Used The percentage of trunk lines in use at the busiest point in the given time period as defined by this grouping value against the total number of trunk lines configured on the CTI Server or defined in the filter. Internal calls and e-mails are ignored for this calculation.

% Call Totals

REP

% Recoverable Calls The percentage of recoverable internal and external calls against the total number of abandoned calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic



RT & IR

LicenseStat Type



% Service Level The percentage of internal and external inbound calls that were answered within the Service Level period at the given device within the last Call Rate Period. By default, the Service Level Period is ten seconds, and the Call Rate Period is 30 minutes. E-mails are ignored for this calculation.

This statistic considers all call segments. For example, if a call was answered at reception (i.e., auto attendant or operator) and transferred to Sales where it was answered, this would be considered as one answered call to reception and one answered call to Sales. If the call to reception was answered within the Service Level period, but the call to the Sales department was not answered within the Service Level period, only the call to reception would be counted towards the number of inbound calls answered within the Service Level period.

When the Ignore abandoned calls that rang for less than option is enabled and a value is set, Reporter will not include calls that were abandoned within n seconds in the % Service Level statistic. For example, if you enable this option in Reporter (Options dialog box - Durations tab) and enter 3s for the duration, any calls that are abandoned within three seconds are considered answered, not abandoned.

Note: This option only affects the % Service Level statistic, which is not included by default in the Service Level Summary report.

RV,RT

CS, T, E, A



RT & IR

LicenseStat Type



% Service Level (Call) The percentage of internal and external inbound calls answered within the Service Level Period, which defaults to ten seconds. By default, the Service Level is 10 seconds, and the Call Rate Period is 30 minutes. This statistic would, therefore, show the percentage of inbound calls answered within 10 seconds over the last 30 minutes. For example, for 100 inbound calls within the last 30 minutes (answered or not), if 65 are answered within 10 seconds, the % Service Level would be 65%. E-mails are ignored for this calculation.

If the Ignore Quick Abandoned Calls option is selected, then calls that were abandoned within a given time frame are considered as answered for the purpose of service level calculation and will not reduce the service level.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of inbound calls that alerted the given extension or agent ID and the number of inbound answered calls that were answered by the given extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound answered calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of inbound calls that were received from the corresponding caller's telephone number.

(continued on next page)

Call Rates REP,RV,RT (PRO)

CS, T, E, A



RT & IR

LicenseStat Type



% Service Level (Call) (continued)


By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound calls that passed into or out of the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device” (see below). This is because a particular extension or agent ID could process a call that had been transferred several times within the telephone system, and counting the first segment of these call types (e.g., calculating by trunk) would not consider the subsequent call traffic at all the corresponding devices.




RT & IR

LicenseStat Type



% Service Level (E-mail)*

The percentage of e-mails that were answered (routed to an agent) within the E-mail Service Level period, against the number of e-mails received within the Last Call Rate period. By default the E-mail Service Level Period is 10 minutes, and the Last Call Rate period is 30 minutes. For example, if 100 e-mails were received in the last 30 minutes, and 60 of the e-mails had been routed to an agent within 10 minutes, then this statistic would be 60%.

RV, RT

CS, E, A

% Service Level (E-mail) [REP]

% Service Level Today* (E-mail) [PRO, RV RT (PRO)]

The percentage of routed e-mails answered within the Service Level Period, which defaults to ten minutes (set in Options).

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of routed e-mails that were sent to the given agent ID and the number of routed e-mails that were answered by the given agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of routed replied to e-mails that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of routed e-mails that were received from the corresponding e-mail address.

Call Rates PRO,RV, RT (PRO)

CS, E, A

% Service Level 2 (Call)

The percentage of inbound calls answered within the Service Level period, potentially ignoring abandoned calls that abandoned within the Quick Abandon Time.

Call Rates REP



RT & IR

LicenseStat Type



% Short Calls The percentage of all internal and external calls where the duration of the call, having been answered, was less than the Short Call Level period. E-mails are ignored for this calculation.

When filtering by trunk, this statistic will consider calls by the trunk line where the call originated.

When filtering by device, this statistic will consider call segments that entered the telephone system (e.g., a new call), alerted a hunt group device, or were transferred. For example, a call that rang at reception (i.e., auto attendant or operator), was transferred to Sales within the Short Call Level period, and then talked to by a member of Sales for less than the Short Call Level period would be considered as two short calls: one at reception and one at Sales.

% Call Totals

Basic,RV, RT

CS, T, E, A

% Time Busy (Call) The percentage of time in the Busy (Call) state against the total time on duty for this particular grouped field.

Agent Stats PRO,RT

E, A

% Time Busy (E-mail) The percentage of time in the Busy (E-mail) state against the total time on duty for this particular grouped field.

Agent Stats PRO,RT

E, A

% Time Busy N/A (DND)

The percentage of time in the Busy N/A (DND) state against the total time on duty for this particular grouped field.

Agent Stats PRO,RT

E, A

% Time Free The percentage of time in the Free state against the total time on duty for this particular grouped field.

Agent Stats PRO,RT

E, A

% Time Free (E-mail) The percentage of time in the Free (E-mail) state against the total time on duty for this particular grouped field.

Agent Stats PRO,RT

E, A

% Time in 'Busy N/A State n

The percentage of time spent in the [Busy N/A State n] state, calculated as the total time spent in this walk-away code, against the time spent in all Busy N/A states for this record. There are 12 of these statistics, one for each available MCD Agent Make Busy walk-away codes.

Busy N/A Statistics

PRO E, A



RT & IR

LicenseStat Type



% Time In [DND State n]*

The percentage of time spent in the [DND State n] state, calculated as the total time spent in this DND state, against the time spent in all DND states for this record. On the menu, [DND State n] is replaced with the DND message for each DND state, for example, Time In ‘AWAY FROM DESK.’

There are 20 of these statistics, one for each available DND state.

DND Stats PRO,RV, RT

CS, E, A

% Time in Unknown Busy N/A States

The percentage of time spent in the [Unknown Busy N/A] state, calculated as the total time spent in DND and MCD Agent Make Busy without a walk-away code, against the time spent in all Busy N/A states for this record. Agent Make Busy walk-away codes.

Busy N/A Statistics

PRO E, A

% Time in Unknown DND States

The percentage of time spent in a DND state not included in any of the known DND states, calculated as the total time spent in this DND state, against the time spent in all DND states for this record.


CS, E, A

% Time Wrapup (Call) The percentage of time in the Wrapup (Call) state against the total time on duty for this particular grouped field.

Agent Stats PRO,RT

E, A

% Time Wrapup (E-mail)*

The percentage of time in the Wrapup (E-mail) state against the total time on duty for this particular grouped field.

Agent Stats PRO,RT

E, A

% Total E-mails ARM'd* The percentage of ARM'd e-mails for the current day compared against the total number of processed (completed) e-mails for the same day.

CS, RT (PRO)

CS

% Total E-mails Expired*

The percentage of expired e-mails for the current day compared against the total number of processed (completed) e-mails for the same day.

CS, RT (PRO)

CS

% Total E-mails NRN'd* The percentage of NRN'd e-mails for the current day compared against the total number of processed (completed) e-mails for the same day.

CS, RT (PRO)

CS



RT & IR

LicenseStat Type



% Total E-mails Processed*

The percentage of e-mails that have been responded to in some form, either an actual reply, an NRN, or ARM response for the current day compared against the total number of e-mails received for the same day.

CS, RT (PRO)

CS

% Total E-mails Rejected*

The percentage of rejected e-mails for the current day compared against the total number of processed (completed) e-mails for the same day. Rejected e-mail is one which is deleted without being replied to.

CS, RT (PRO)

CS

% Total E-mails Replied*

The percentage of replied e-mails for the current day compared against the total number of e-mails for the same day where the reply was actually from an agent.

CS, RT (PRO)

CS

% Total Hold Time The percentage of time that all internal and external calls were on hold for against the total talk time of all calls (i.e., the ratio of Total Hold Time to Total Talk Time). E-mails are ignored for this calculation.

RV, RT CS, T, E, A

% Total Inbound The percentage of all internal and external calls that were inbound (i.e., the ratio of the Total Inbound statistic to the Total Calls statistic). E-mails are ignored for this calculation.

If filtering by trunk, this statistic counts all inbound calls based on the trunk where the call originated. If a call is transferred to a different device, this will not increment the statistic. This is useful, for example, if measuring calls originating through a specific DID for a particular marketing campaign.

When filtering by device, this statistic counts all inbound call segments that first entered the telephone system (e.g., a new call), alerted a new hunt group device, or were transferred. This is useful, for example, if measuring calls to hunt groups or where details of transferred calls are important.

CS, RT CS



RT & IR

LicenseStat Type



% Total Inbound (Contacts)

The percentage of all media types that were inbound. Processing of call data will be affected by filtering by device / trunk.

CS, RT (PRO)

CS

% Total Inbound (E-mail)*

The percentage of traffic that was e-mail.

CS, RT (PRO)

CS

% Total Inbound (External)*

The percentage of inbound external calls for the current day compared against the total number of inbound calls for the same day.

CS, RT CS

% Total Inbound (Internal)*

The percentage of inbound internal calls for the current day compared against the total number of inbound calls for the same day.

CS, RT CS

% Total Outbound The percentage of all internal and external calls that were outbound (i.e., the ratio of Total Outbound to Total Calls). E-mails are ignored for this calculation.

CS, RT CS

% Total Outbound (External)*

The percentage of outbound external calls for the current day compared against the total number of outbound calls for the same day.

CS, RT CS

% Total Outbound (Internal)*

The percentage of outbound internal calls for the current day compared against the total number of outbound calls for the same day.

CS, RT CS

% Total Ring Time The percentage of time that all internal and external calls rang against the total call time of all calls (i.e., the ratio of Total Ring Time to Total Call Time). E-mails are ignored for this calculation.

% Call Totals

REP,RV, RT

CS, T, E, A

% Total Ring Time (E-mail)*

The percentage of e-mail specific ring (wait) time for the current day, compared against the total e-mail call time for the current day.

% Call Totals

PRO,RV, RT (PRO)

CS, E, A

% Total Talk Time The percentage of time that all internal and external calls were active for against the total call time of all calls (i.e., the ratio of Total Talk Time to Total Call Time). E-mails are ignored for this calculation.

% Call Totals

REP,RV, RT

CS, T, E, A

% Total Talk Time (E-mail)*

The percentage of e-mail specific talk (processing) time for the current day, compared against the total e-mail call time for the current day.

% Call Totals

PRO,RV, RT (PRO)

CS, E, A



RT & IR

LicenseStat Type



% Trunk Busy Time When grouping a report by time of day, this statistic displays the percentage of time that trunk lines were busy against the total number of trunk lines for the given period of the day. For example, if you have ten trunk lines and one trunk line is busy for the entire period, this statistic displays “10%”. If the trunk line had only been busy for half of the period, the statistic displays “5%”. Only external calls are used for this calculation.

The statistic considers the total number of trunk lines as either the number of trunk lines entered into the CTI Server's configuration database or if a filter is applied, the number of trunk lines that the are specifically entered into the filter.

This statistic will take into account the “Maximum Voice Channels” settings against the trunk device/voice gateway in the Server device configuration when calculating such statistics.

This statistic is not available when grouping by any other field.

Forecasting PRO

% Unrecognized Calls The percentage of unrecognized internal and external calls against the total number of calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic

% Unreturned Abandoned Calls

The percentage of unreturned abandoned internal and external calls against the total number of inbound calls for this particular grouped field. E-mails are ignored for this calculation.

% Call Totals

Basic

% Wrapup (Call) Time The percentage of time that agents have spent in the wrapup (call) state against the total time on duty. This value is the percentage of time spent in a given agent state against the total time spent on duty, for devices that have logged in today. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT CS



RT & IR

LicenseStat Type



% Wrapup (E-mail) Time

The percentage of time that agents have spent in the wrapup (e-mail) state against the total time on duty. This value is the percentage of time spent in a given agent state against the total time spent on duty, for devices that have logged in today. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT CS



RT & IR

LicenseStat Type



“A” Statistics

Table A-2 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter A.

Table A-2. “A” Statistics


RT & IR

LicenseStat Type

Abandoned Call Rate The number of inbound callers that were not answered, where the caller ended the call, that occurred in the last Call Rate Period. By default, the Call Rate Period is 30 minutes.

This statistic is calculated independently of the Call Segmentation settings in Server and is, therefore, not affected by choosing to filter by trunk or device. A call is only considered abandoned in the last call segment where the caller chose to end the call, rather than the call being diverted due to no answer, forwarded, or overflowed.

RV, RT CS, T, E, A

Abandoned Calls The total number of internal and external inbound calls that were not answered, where an inbound call is ended by the caller, has not been answered in this segment, and not been transferred to another group or extension in this segment. E-mails are ignored for this calculation.

This statistic is calculated independently of the Call Segmentation settings in Server and will not be affected by choosing to filter by trunk or device. A call is only considered abandoned in the last call segment, where the caller chose to end the call, rather than the call being diverted due to no answer, forwarded, or overflowed.

RV, RT CS



Abandoned<= 5, 15, 30, 60, 90,or 120

The number of internal and external inbound calls that were not answered because the caller abandoned the call within the given time frame. The statistics are progressively cumulative (i.e., Abandoned <= 15 includes those calls which were Abandoned <= 5). The service levels used are user-definable within the Options property sheet and, therefore, may differ from those listed. E-mails are ignored for this calculation.

This statistic is calculated the same way, whether filtering by device or trunk.

Call Totals REP,RV, RT

CS, T, E, A

Abandoned > 120s The number of internal and external inbound calls that were not answered because the caller abandoned the call outside of the last service level. The service levels used are user-definable within the Options property sheet and, therefore, may differ from those listed above. E-mails are ignored for this calculation.

This statistic is calculated the same way, whether filtering by device or trunk.


CS, T, E, A

Account Code The last account code entered on the currently active call.

[None] Basic,RT

T, E, A

ACD Hunt Groups For extension and agent devices, this is a comma-separated list of ACD Hunt Groups where the extension or agent is logged in.

RT E, A

Active Calls The number of external and internal calls that are active at this trunk group.

RT T

Agent The agent that last answered a call / e-mail from the corresponding telephone number / e-mail address.

Route Data Basic

Agent For an extension list, this is the agent ID of the agent currently logged in at the given extension.

RT E

Agent Description The name of the agent whose ACD status has changed. This statistic may be empty if an extension has performed multiple static logins.

[None] PRO

Table A-2. “A” Statistics (Continued)


RT & IR

LicenseStat Type



Agent E-mail Address [REP]

Agent E-mail [RV, RT, RTR]

The SMTP e-mail address of the agent, for example, [email protected].

[None] PRO,RT

E, A

Agent ID The agent ID that is configured in the CTI Server configuration database.

Agent Config

Basic

Agent ID The Agent ID of the agent whose ACD status has changed. This statistic may be empty if an extension has performed multiple static logins.

[None] PRO

Agent Last Handled By* Agent that last processed a call to/from the corresponding caller.

RT T, E, A

Agent Last Handled By Prev 1*

Previous agent prior to the last agent that processed a call to/from the corresponding caller.

RT T, E, A

Agent Last Handled By Prev 2*

Agent that processed a call to/from the corresponding caller two calls ago (providing that a different extension processed each individual call).

RT T, E, A

Agent Login Count The number of times that this device has logged in to a non-ACD group. The telephone system supports multiple static (non-roaming) extension logins, and this statistic is the cumulative number of times an extension has logged into different ACD hunt groups without using an agent ID.

[None] PRO

Agent Previous 1 The “second to last” agent that last answered a call / e-mail from the corresponding telephone number / e-mail address.

Route Data Basic

Agent Previous 2 The “third to last” agent that last answered a call / e-mail from the corresponding telephone number / e-mail address.

Route Data Basic



RT & IR

LicenseStat Type



Agent Status The current status of the corresponding agent. This can be “Logged Out,” “Free,” ”Free (E-mail),” “Busy (Call),” “Busy (E-mail),” “Wrapup (Call),” “Wrapup (E-mail),” or “DND.”

Free agent state. Used to depict that an ACD agent is currently logged in and able to handle calls. In a normal ACD environment, the telephone system would only route inbound calls, within an agent hunt group, to those agents in the free state.

Free (E-mail) agent state. (future release) Used to depict that an ACD agent is currently logged in and able to handle e-mails. When in this agent state, the agent will not receive routed calls.

Busy (Call) agent state. Used to indicate that an ACD agent is currently logged in and busy on a call.

Busy (E-mail) agent state. Used to indicate that an ACD agent is currently logged in and busy on an e-mail that has been routed to them by the Server.

Wrapup (Call) ACD agent state. Used to depict that an agent is currently logged in, but not available for answering calls because they are finishing activities related to the previous call, although no call is currently active with the agent.

Wrapup (E-mail) ACD agent state. Used to depict that an agent is currently logged in, but is not available for answering calls or e-mail because they are finishing activities related to the previous call, although no call or e-mail is currently active with the agent.


[None] PRO



RT & IR

LicenseStat Type



Agent Status (continued)

DND (Do-Not-Disturb) ACD agent state. Used by agents manually to indicate that they are logged in, but are not available for answering calls for a reason other than to do with normal call processing (e.g. starting their computer, receiving training, etc.).

Agent Transferred From*

The agent ID from which the call segment was diverted or transferred.

Undefined Basic,RT

T

Agent Transferred To* The agent ID to which the call segment was diverted or transferred.

Undefined Basic,RT

T

Agents Busy (Call) The number of agents in the busy (call) state (i.e., currently logged in and active on a call).

RV, RT CS

Agents Busy (E-mail) The number of agents in the busy (call) state (i.e., currently logged in and active on an e-mail).

RV, RT CS

Agents Busy N/A (DND) The number of agents in the DND state (i.e., currently logged in, but unable to handle calls).

RV, RT CS

Agents Free The number of agents in the free state (i.e., currently logged in and able to handle calls).

CS, RT CS

Agents Free (E-mail) The number of agents in the free state (i.e., currently logged in and able to handle e-mails).

CS, RT CS

Agents Idle The number of agents in the free state who also have no calls answered or held at their device. An agent who has a call alerting at their extension is not considered idle.

CS, RT CS

Agents in Wrapup (Call) The number of agents in the wrapup (call) state against all agents logged in.

CS, RT CS

Agents in Wrapup (E-mail)

The number of agents in the wrapup (e-mail) state against all agents logged in.

CS, RT CS



RT & IR

LicenseStat Type



Agents Logged In The number of devices currently logged in to a group. When using RealViewer, Reporter Real-Time, or Intelligent Router licenses must have been acquired for this statistic to be displayed. The value is calculated whenever a real-time agent statistic is queried. The calculation will not be performed if it has been calculated in the last 800 ms. The method enumerates all extensions (provided by the data manager). For each extension, it checks that the extension/agent is in group. For each extension in group, the agent status is retrieved, and, if the status is not logged out, the statistic is updated.

RT SC

Agents Required When grouping a report by time of day, this statistic displays the number of agents that were required during the given time of day such that the percentage of internal and external inbound calls answered within the given Service Level Period is above the minimum acceptable Service Level as defined in the Erlang B/C section of the Options dialog box.

This statistic uses Erlang C calculations to consider the probability of a call being answered within a given time period. The calculation takes into account the average talk time and wrapup time during the given time of day, as well as the number of inbound calls.

Erlang C is used to model multiple “servers” where an infinite potential supply of customers wait in a single queue until a server is available. In this case, the servers correspond to agents.

Forecasting PRO

Agt Ans On The agent where the call was answered. If no agent is logged in to the answering device, this field is blank.

[None] Basic,RT

T, E, A



RT & IR

LicenseStat Type



Agt Finished On [REP]

Agt Now On [RV, RT, RTR]

The agent where this call segment ended or where the call was transferred to another device. If blank, the call segment ended at a non-ACD agent. This is the agent that completed the current call segment before the segment was transferred or ended.

Undefined Basic,RT

T, E, A

Agt First Rang The agent where the call first started ringing. If no agent is logged in to the device first rung, this field is blank.

Undefined Basic,RT

T, E, A

Agt Last Rang The agent where the call last rang. If no agent is logged in to the device last rung, this field is blank.

Undefined Basic,RT

T, E, A

Agt Name Ans On A description of the agent where the call was answered. This uses the agent ID in the Agent Ans On field to locate the description in Server’s database.

Undefined Basic,RT

T, E, A

Agt Name Finished On [REP]

Agt Name Now On [RV, RT, RTR]

The description of the agent where this call segment ended or was transferred, as defined in the CTI Server configuration database.

Undefined Basic,RT

T, E, A

Agt Name First Rang [REP]

Agt Name First Rang On [RV, RT, RTR]

A description of the agent where the call first started ringing. This uses the agent ID in the Agent First Rang On field to locate the description in Servers database.

Undefined Basic,RT

T, E, A

Agt Name Last Rang [REP]

Agt Name Last Rang On [RV, RT, RTR]

A description of the agent where the call last rang. This uses the agent ID in the Agent Last Rang On field to locate the description in Server’s database.

Undefined Basic,RT

T, E, A

All Calls In Progress The number of calls, whether inbound or outbound, that are currently answered. This is calculated by summing the Inbound In Progress and Outbound In Progress statistics.

RV, RT CS

All Calls Ringing The number of calls, whether inbound or outbound, that are currently ringing. This is calculated by summing the Calls Waiting and Ringing Out statistics.

RV, RT CS



RT & IR

LicenseStat Type



Ans On The device where the call was answered. This is the device where the call was answered in the current call segment. If the call has not been answered in this segment, this field is blank.

For example, consider a call that rings at reception (i.e., auto attendant or operator), is answered, and then transferred to Sales, where it is also answered. This field is the hunt group member in the Sales department that answered the call.

[None] Basic,RT

T, E, A

Answered <= 5, 15, 30, 60, 90, or 120

The number of internal and external inbound calls that were answered within the given time frame. The statistics are progressively cumulative (i.e., Answered <=15 includes those calls which were answered <=5). The service levels used are user-definable within the Options property sheet and, therefore, may differ from those listed. E-mails are ignored for this calculation.

If filtering by trunk, this statistic counts the number of calls by the trunk line where they originated and does not take into account transferred calls.

If filtering by device, this statistic counts call segments and considers all calls that entered the telephone system (e.g., new calls), alerted a new hunt group device, or were transferred.


Call Totals REP,CS, RT

CS, T, E, A



RT & IR

LicenseStat Type



Answered <= 5, 15, 30, 60, 90, or 120 (continued)

For example, consider a call that rings at reception (i.e., auto attendant or operator), is answered, and is transferred to Sales. When filtering by trunk, this is considered one call answered by reception, and this statistic will reflect how quickly the call was answered. When filtering by device, this is considered as two calls: one that rang at reception and one that rang at Sales. This statistic would, therefore, reflect how quickly both reception and Sales answered the call. Furthermore, when filtering by device, it would be possible to apply a filter such that the part of the call that rang at reception was ignored, and the statistic would only reflect the call that rang at Sales, even if it was transferred from reception.

Answered > 120s The number of internal and external inbound calls that were answered outside of the last service level. The service levels used are user-definable within the Options property sheet and, therefore, may differ from those listed. E-mails are ignored for this calculation.

This statistic is calculated using the same logic as the Answered <= x statistics.


CS, T, E, A

Answered? Indicates whether the current call segment was answered.

[None] Basic,RT

T, E, A

Average Cost The average cost of all external call segments, whether inbound or outbound.

This statistic is not affected by whether the report is calculated by trunk or by device. E-mails are ignored for this calculation.

Call Totals Basic

Average Cost (In) The average cost of all external inbound call segments.

This statistic is not affected by whether the report is calculated “By Trunk” or “By Device.” E-mails are ignored for this calculation.

Call Totals Basic



RT & IR

LicenseStat Type



Average Cost (Out) The average cost of all external outbound call segments.

This statistic is not affected by whether the report is calculated “By Trunk” or “By Device.” E-mails are ignored for this calculation.

Call Totals Basic

Average Extension Time in Busy N/A

The average amount of time that a device is continuously placed into DND and/or MCD Agent Make Busy state.

Busy N/A Statistics

PRO, RTr

CS, E, A

Average Extension Time in DND

The average amount of time that a device/Account is continuously placed into the corresponding system’s variant of DND status.

DND Stats ACD E, A

Average Time in 'Busy N/A State n

The average of all Time in MCD Agent Make Busy state “n”, where “n” is walk-away code 0-9, *, or # vs. the number of times the extension entered that state. There are 12 of these statistics, one for each available MCD Agent Make Busy walk-away codes.

Busy N/A Statistics

PRO E, A

Average Time In [DND State n]*

The average time that has been spent in the [DND State n] state, calculated as the total time spent in the [DND State n] state divided by the number of times that the state has been entered. On the menu, [DND State n] is replaced with the DND message for each DND state, for example, Time In ‘AWAY FROM DESK.’

There are 20 of these statistics, one for each available DND state.


CS, E, A

Average Time in Unknown Busy N/A States

The average of all Time in DND and MCD Agent Make Busy state without a walk-away code vs. the number of times the extension entered that state.

Busy N/A Statistics

PRO E, A

Average Time in Unknown DND States*

The average time that has been spent in a DND state not included in any of the known DND states, calculated as the time when the DND state changed into state n, to the time when the DND state either changed, or left DND.

DND Stats RV, RT (PRO)

CS, E, A



RT & IR

LicenseStat Type



Avg Abandon Rate The average number of abandoned internal and external calls. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of abandoned calls that alerted the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of abandoned calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of abandoned calls that were received from the corresponding caller's telephone number.

The average is taken as the number of abandoned calls divided by the Call Rate Period, which defaults to 30 minutes. When grouping the report by time of day, the average is taken against the number of abandoned calls for the given period, while for all other grouping fields, the average is taken against the number of abandoned calls for the entire report period.

This statistic is not affected by choosing to filter by trunk or by device. A call is considered abandoned only in the last call segment, where the caller chose to end the call, rather than the call being diverted due to no answer, forwarded, or overflowed.

Call Rates REP



RT & IR

LicenseStat Type



Avg Abandon Time This statistic shows the average ring time of internal and external inbound calls that were ended because the caller abandoned the corresponding call. The statistic is calculated by taking the cumulative sum for all of the abandoned call ring time and dividing it by the total number of abandoned calls. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that rang the given extension or agent are considered.

When grouping a report by the other field grouping options, the statistics calculation considers all calls that match the corresponding grouping field value.

This statistic is not affected by choosing to filter by trunk or by device.

Call Times REP,RV, RT

CS, T, E, A



RT & IR

LicenseStat Type



Avg Ans (In) Time [REP]

Avg Answer Time [RV, RT, RTR]

The average ring time for internal and external inbound answered calls calculated by adding up the cumulative ring time of all answered call segments and dividing it by the total number of call segments used. Call segments that ended because a hunt group call overflowed/recalled to another device, or call segments that represent a call offered to a hunt group member who refused the call are not considered in this calculation. These types of call segments are ignored so that a call's ring time is not counted more than once for overflowed/recalled or refused calls. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that rang or were answered by the given extension or agent are considered.



Additionally, ring time is allocated to extensions based upon the device which was last alerted by the call. For an all-ring hunt group call, this is the highest numbered extension device of all the group's members. For a call balanced hunt group, the entire ring time of the call to the hunt group is allocated to the answering extension or the group member that was being alerted when the caller abandoned the corresponding call.


CS

Avg Ans Time (E-mail) The average answering (to agent arrival) time for e-mails in the current grouping level.

Call Times PRO,RV, RT

CS



RT & IR

LicenseStat Type



Avg Busy (Call) Time The average time today that the device has spent in the Busy (Call) state.

RT E, A

Avg Busy (E-mail) Time The average time today that the device has spent in the Busy (E-mail) state.

RT E, A

Avg Busy N/A (DND) Time

The average time today that the device has spent in the Busy N/A (DND) state.

RT E, A

Avg Call (In) Time The average duration (both ringing and answered) of all internal and external inbound call segments for all calls so far today. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that completed at the given extension or agent are considered.




CS, T, E, A

Avg Call (Out) Time The average duration (both ringing and answered) of all internal and external outbound call segments for all calls so far today. E-mails are ignored for this calculation.





CS, T, E, A



RT & IR

LicenseStat Type



Avg Call Time The average duration (both ringing and answered) of all internal and external call segments for all calls so far today. E-mails are ignored for this calculation.




Call Times Basic,RV, RT (PRO)

CS, T, E, A

Avg Call Time (E-mail)* The average time taken from the e-mail arriving at the queue, to the response being sent to the customer (i.e., e-mail removed from queue as e-mail expired or processed).


CS, E, A

Avg Current Ring Time The average ring time for calls that are currently ringing.

Call Times RT CS, E, A

Avg Extension Time in Busy N/A

The average amount of time that a device is continuously placed into DND and/or MCD Agent Make Busy state.

Busy N/A Statistics

PRO, RTr

CS, E, A

Avg Free (E-mail) Time*

The average time today that the device has spent in the Free (E-mail) state.

RT E, A

Avg Free Time The average time today that the device has spent in the Free state.

RT E, A



RT & IR

LicenseStat Type



Avg In Rate The average number of internal and external inbound calls handled. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of inbound calls that first alerted, last alerted, were answered at, and were finished at the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of inbound calls that were received from/made to the corresponding caller's telephone number.

The average is taken as the number of inbound calls divided by the Call Rate Period, which defaults to 30 minutes. When grouping the report by time of day, the average is taken against the number of inbound calls for the given period, while for all other grouping fields, the average is taken against the number of inbound calls for the entire report period.


By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound calls that passed into the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. (cont.)

Call Rates REP



RT & IR

LicenseStat Type



Avg In Rate (continued) Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device”. This is because a particular extension or agent ID could process a call that had been transferred several times within the telephone system, and counting the first segment of these call types (e.g., calculating by trunk) would not consider the subsequent call traffic at all the corresponding devices.




RT & IR

LicenseStat Type



Avg In Rate (E-mail) The average number of e-mails handled across each call rate.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of routed e-mails that were received, were replied to (NRN’d, ARM’d), and were finished at the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of routed e-mails that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of routed e-mails that were received from/made to the corresponding e-mail address.

The average is taken as the number of routed e-mails divided by the Call Rate Period, which defaults to 30 minutes. When grouping the report by time of day, the average is taken against the number of routed e-mails for the given period, while for all other grouping fields, the average is taken against the number of routed e-mails for the entire report period.

Call Rates REP



RT & IR

LicenseStat Type



Avg Out Rate The average number of internal and external outbound calls made. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of outbound calls that were made by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of outbound calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of outbound calls that were received from/made to the corresponding caller's telephone number.

The average is taken as the number of outbound calls divided by the Call Rate Period, which defaults to 30 minutes. When grouping the report by time of day, the average is taken against the number of outbound calls for the given period, while for all other grouping fields, the average is taken against the number of outbound calls for the entire report period.

This statistic is not affected by whether the report is calculated by trunk or by device.

Call Rates REP



RT & IR

LicenseStat Type



Avg Ring (Out) Time A statistic showing the average call ring time for all internal and external outbound calls for all calls so far today. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that rang or were answered at the given extension or agent are considered.



Call Times Basic,RV, RT

CS, T, E, A

Avg Ring In/Out Time The average ring time for both internal and external inbound and outbound calls calculated by adding up the cumulative ring time of all call segments and dividing it by the total number of call segments used. Call segments that ended because a hunt group call overflowed/recalled to another device or that represent a call offered to a hunt group member who refused the call are not considered in this calculation. These types of call segments are ignored so that a call's ring time isn't counted more than once for overflowed/recalled or refused calls. E-mails are ignored for this calculation.



Call Times Basic,RT (PRO)

T, E, A



RT & IR

LicenseStat Type



Avg Ring In/Out Time(continued)




Avg Ring In/Out Time Now

The average ring time for both inbound and outbound, internal and external calls calculated by summing the cumulative ring time of all call segments and dividing it by the total number of segments used. E-mails are ignored for this calculation.

RV, RT CS

Avg Talk (In) Time The average talk time duration of all internal and external inbound answered call segments for all calls so far today. E-mails are ignored for this calculation.




Call Times REP,RV, RT (PRO)

CS, T, E, A



RT & IR

LicenseStat Type



Avg Talk (Out) Time The average talk time duration of all internal and external outbound answered call segments for all calls so far today. E-mails are ignored for this calculation.





CS, T, E, A

Avg Talk Time The average talk time duration of all answered internal and external call segments for all calls so far today. E-mails are ignored for this calculation.





CS, T, E, A

Avg Talk Time (E-mail)* The average amount of time that an e-mail spent with an agent.

Call Times PRO,CS, RT

CS, E, A



RT & IR

LicenseStat Type



Avg Time Busy (Call) The average time spent in the busy state by this particular grouped field. This statistic only considers time when an extension or agent is logged in and in DND. Use other DND stats for non-logged in DND time.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the busy state during the report period, divided by the number of times the device changed to the busy state.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the busy state by all devices divided by the number of changes to the busy state by all devices during the grouped period.

This statistic is not available when grouping by other fields.

Agent Stats PRO,RV, RT

CS

Avg Time Busy (E-mail) The average time spent in the busy e-mail state by this particular grouped field. This statistic only considers time when an extension or agent is logged in and in DND. Use other DND stats for non-logged in DND time.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given agent spent in the busy e-mail state during the report period, divided by the number of times the agent changed to the busy state.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the busy e-mail state by all devices divided by the number of changes to the busy e-mail state by all agents during the grouped period.



CS



RT & IR

LicenseStat Type



Avg Time Busy N/A (DND)

The average time spent in the Busy N/A (DND) state by this particular grouped field. This statistic considers only time when an extension or agent is logged in and in DND. Use other DND stats for non-logged in DND time.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the Busy N/A (DND) state during the report period, divided by the number of times the device changed to the Busy N/A (DND) state.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the Busy N/A (DND) state by all devices, divided by the number of changes to the Busy N/A (DND) state by all devices during the grouped period.



CS

Avg Time Free The average time spent in the free state by this particular grouped field.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the free state during the report period, divided by the number of times the device changed to the free state.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the free state by all devices divided by the number of changes to the free state by all devices during the grouped period.



CS



RT & IR

LicenseStat Type



Avg Time Free (E-mail) The average time spent in the Free (E-mail) state by this particular grouped field. This statistic only considers time when an extension or agent is logged in and in DND. Use other DND stats for non-logged in DND time.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given agent spent in the Free (E-mail) state during the report period, divided by the number of times the agent changed to the free state.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the Free (E-mail) state by all agents divided by the number of changes to the free state by all agents during the grouped period.


Agent Stats PRO,CS, RT

CS

Average Time in 'Busy N/A State n

The average of all Time in MCD Agent Make Busy state “n”, where “n” is walk-away code 0-9, *, or # vs. the number of times the extension entered that state. There are 12 of these statistics, one for each available MCD Agent Make Busy walk-away codes.

Busy N/A Statistics

PRO E, A

Average Time in Unknown Busy N/A States

The average of all Time in DND and MCD Agent Make Busy state without a walk-away code vs. the number of times the extension entered that state.

Busy N/A Statistics

PRO E, A



RT & IR

LicenseStat Type



Avg Time Wrapup (Call) The average time spent in the Wrapup (Call) state by this particular grouped field. This statistic only considers time when an extension or agent is logged in and in DND. Use other DND stats for non-logged in DND time.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the wrapup state during the report period, divided by the number of times the device changed to the wrapup state.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the wrapup state by all devices divided by the number of changes to the wrapup state by all devices during the grouped period.



CS

Avg Time Wrapup (E-mail)

The average time spent in the Wrapup (E-mail) state by this particular grouped field. This statistic considers only time when an extension or agent is logged in and in DND. Use other DND stats for non-logged in DND time.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given agent spent in the Wrapup (E-mail) state during the report period, divided by the number of times the agent changed to the Wrapup (E-mail) state.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the Wrapup (E-mail) state by all agents divided by the number of changes to the wrapup (e-mail) state by all agents during the grouped period.



CS



RT & IR

LicenseStat Type



Avg Wait (In) Time The average ring time for internal and external inbound calls calculated by adding up the cumulative ring time of all call segments and dividing it by the total number of call segments used. Call segments that ended because a hunt group call overflowed/recalled to another device, or call segments that represent a call offered to a hunt group member who refused the call are not considered in this calculation. These types of call segments are ignored so that a call's ring time is not counted more than once for overflowed/recalled or refused calls. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that rang or were answered at the given extension or agent are considered.(continued on next page)

Call Times Basic,RT

T, E, A

Avg Wait (In) Time(continued)




Avg Wait Time (E-mail)* The average time that inbound e-mails have been queuing, for the current grouping level.

Call Times PRO,RT

E, A



RT & IR

LicenseStat Type



Avg Waiting Today The average ring time for internal and external inbound calls calculated by summing the cumulative ring time of all call segments and dividing it by the total number of call segments used. Call segments that ended because a hunt group call overflowed/recalled to another device or call segments that represent a call offered to a hunt group member who refused it are not considered in this calculation. These types of call segments are ignored so that a call’s ring time is not counted more than once for overflowed/recalled or refused calls. E-mails are ignored for this calculation.

CS, RT CS

Avg Waiting Today (E-mail)*

The average time that inbound e-mails have been queuing for the current day.

CS, RT CS

Avg Wrapup (Call) Time The average time today that the device has spent in the Wrapup (Call) state.

RT E, A

Avg Wrapup (E-mail) Time*

The average time today that the device has spent in the Wrapup (E-mail) state.

RT E, A



RT & IR

LicenseStat Type



“B” Statistics

Table A-3 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter B.

Table A-3. “B” Statistics


RT & IR

LicenseStat Type

Busy Trunk Lines The number of lines that are currently in use, which is the sum of all active calls, ringing or answered, inbound or outbound. This is calculated by summing the Calls Waiting, Inbound In Progress, Ringing Out, and Outbound In Progress statistics.

CS, RT CS

Bytes Received The number of bytes received in Customer Service Manager packets since the application was started.

RV, RT CS

Bytes Received / Minute

The average number of bytes received every minute, since the application was started.

RV, RT CS

Bytes Sent The number of bytes sent in Customer Service Manager packets, since the application was started.

RT SC

Bytes Sent / Minute The average number of bytes sent in Customer Service Manager packets every minute, since the application was started.

RV, RT CS



“C” Statistics

Table A-3 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter C.

Table A-4. “C” Statistics


RT & IR

LicenseStat Type

Call Annotation* The contents of the note attached to the call.

[None] RT T, E, A

Call Cost The cost of the inbound or outbound call, calculated using the tariff designated to the report for which this field is being calculated. The tariff's charges are only taken into account if a call spent time in the answered state, except for any minimum call charge or setup charge. This field is not affected by e-mails.

[None] Basic

Call ID The Call ID that uniquely identifies the call for all active calls at any given point in real-time.

[None] Basic,RT

T, E, A

Call Segment This field displays the call segment number of the current call. When a call is transferred, the segment increases. For example, a call that rings and is answered at reception (i.e., auto attendant or operator) will be segment “1.” When transferred to the Sales department, the segment number will increase to “2.”

[None] Basic,RT

T, E, A

Call Serial No The serial number that identifies this call in the CTI Server historic call log.

[None] Basic,RT

T, E, A

Call Start Time* The start time of the corresponding call. For a hunt group distributed call, the start time of that call is the time that the call actually entered into hunt group distribution, rather than the start time of the current call segment, which could be the time that a previous agent refused (did not answer) the last presentation of the call at their extension device.

RT T

Call Status Current status of the call on the given device (e.g., alerting, held, etc.).

[None] Basic

NOTEThe Call ID does not uniquely identify calls historically.



Call Time The time that this call segment was active, including all periods spent alerting, answered, or on hold.

[None] Basic,RT

T, E, A

Call Type Indicates the media type of the corresponding call record, e.g., “External,” “Internal,” “E-mail,” or “[Unknown].”

[None] Basic,RT

T, E, A

Caller ID Received? Indicates whether or not the external inbound call was received with Caller ID.

[None] Basic,RT

T, E, A

Calls Abandoned The total of number of internal and external inbound calls that were not answered, where the caller abandoned the call in the last segment. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of abandoned calls, which first alerted or last alerted by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of abandoned calls that match the corresponding grouping field value. For example, when grouping by Telephone No, the statistic counts the number of abandoned calls that were received from the corresponding caller's telephone number.

A call is only considered abandoned if it was not answered in the last call segment and is, therefore, not affected by whether the report is calculated by trunk or by device.

Call Totals Basic,RT

T, E, A

Calls Conf* The number of call conferences that the corresponding device was involved in.

Call Totals REP,RT

T, E, A

Table A-4. “C” Statistics (Continued)


RT & IR

LicenseStat Type



Calls Handled The total of number of inbound and outbound internal and external calls added together. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.) then this statistic calculation counts the number of inbound and outbound internal and external calls that first alerted, last alerted, were answered at, were finished at, or were made by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound or outbound internal and external calls that match the corresponding grouping field value. For example, when grouping by “Telephone No”, the statistic counts the number of inbound and outbound calls that were received from/made to the corresponding caller's telephone number.


By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound and outbound calls that passed into or out of the telephone system. It will not, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device”. (continued on next page)

Call Totals RT T, E, A



RT & IR

LicenseStat Type



Calls Handled (continued)


By Device: When calculating statistics by device, the call statistic calculation considers every segment of every inbound or outbound call that was transferred, recalled, or diverted to different internal destinations within the telephone system.

Calls Identified The total of number of calls where the telephone number was identified against the CTI Server's telephone number import database.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of external inbound identified calls that first alerted, last alerted, were answered at, were finished at, or were made by the corresponding extension or agent ID. E-mails are ignored for this calculation.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound identified calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of inbound calls that were received from/made to the corresponding caller's telephone number.


Call Totals Basic



RT & IR

LicenseStat Type



Calls Identified (continued)


By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound and outbound calls that passed into or out of the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device”. This is because a particular extension or agent ID could process a call that had been transferred several times within the telephone system, and counting the first segment of these call types (e.g., calculating by trunk) would not consider the subsequent call traffic at all the corresponding devices.




RT & IR

LicenseStat Type



Calls In The total of number of internal and external inbound calls. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of internal and external inbound calls that first alerted, last alerted, were answered at, were finished at, or were made by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound calls that match the corresponding grouping field value. For example, when grouping by Telephone No, the statistic counts the number of inbound calls that were received from/made to the corresponding caller's telephone number.


By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound calls that passed into or out of the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device”.(continued on next page)


T, E, A



RT & IR

LicenseStat Type



Calls In (continued) This is because a particular extension or agent ID could process a call that had been transferred several times within the telephone system, and counting the first segment of these call types (e.g., calculating by trunk) would not consider the subsequent call traffic at all the corresponding devices.


Calls In Ans The total of number of internal and external inbound call segments that have been answered. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.) then the statistic calculation counts the number of internal and external inbound calls that were answered by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound answered calls that match the corresponding grouping field value. For example, when grouping by Telephone No, the statistic counts the number of inbound answered calls that were received from the corresponding caller's telephone number.



T, E, A



RT & IR

LicenseStat Type



Calls In Ans (continued) However, the statistic's calculation is also affected by whether the corresponding report is being calculated “By Trunk” or “By Device” as follows:

By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound calls that passed into or out of the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device”.This is because a particular extension or agent ID could process a call that had been transferred several times within the telephone system, and counting the first segment of these call types (e.g., calculating by trunk) would not consider the subsequent call traffic at all the corresponding devices.


Calls In Ans Ext* Calculated in exactly the same way as the “Calls In Ans” statistic but only considers external (trunk line) call traffic.


E, A

Calls In Ans Int* Calculated in exactly the same way as the “Calls In Ans” statistic but only considers internal call traffic.

Call Totals REP,RT

E, A



RT & IR

LicenseStat Type



Calls In Completed When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of internal and external inbound calls that were completed by the corresponding extension or agent ID. E-mails are ignored for this calculation.

This statistic is not available when grouping the report by the other field grouping options.

This statistic considers every segment of every inbound call that was transferred, recalled, or diverted to different internal destinations within the telephone system.


T, E, A

Calls In Ext* Calculated in exactly the same way as the “Calls In” statistic but only considers external (trunk line) call traffic.


E, A

Calls In Int* Calculated in exactly the same way as the “Calls In” statistic but only considers internal call traffic.

Call Totals REP,RT

E, A

Calls On Extension The number of calls present at the extension. In an agent list, this value is the number of calls present at the last extension the agent used.

RT E, A



RT & IR

LicenseStat Type



Calls Out The total of number of internal and external outbound calls. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of internal and external outbound calls, which first alerted, last alerted, were answered at, were finished at, or were made by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of outbound calls, which match the corresponding grouping field value. For example, when grouping by Telephone No, the statistic counts the number of outbound calls that were received from/made to the corresponding caller's telephone number.



T, E, A



RT & IR

LicenseStat Type



Calls Out Ans The total of number of internal and external outbound call segments that have been answered. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of internal and external outbound calls that were answered by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of outbound answered calls that match the corresponding grouping field value. For example, when grouping by Telephone No, the statistic counts the number of outbound answered calls that were made to the corresponding caller's telephone number.


Call Totals Basic,RT (PRO)

T, E, A

Calls Out Ans Ext* Calculated in exactly the same way as the “Calls Out Ans” statistic but only considers external (trunk line) call traffic.


E, A

Calls Out Ans Int* Calculated in exactly the same way as the “Calls Out Ans” statistic but only considers internal call traffic.

Call Totals REP,RT

E, A

Calls Out Completed When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of internal and external outbound calls that were completed by the corresponding extension or agent ID.


This statistic considers every segment of every outbound call within the telephone system.


T, E, A



RT & IR

LicenseStat Type



Calls Out Ext* Calculated in exactly the same way as the “Calls Out” statistic but only considers external (trunk line) call traffic.


E, A

Calls Out Int* Calculated in exactly the same way as the “Calls Out” statistic but only considers internal call traffic.

Call Totals REP,RT

E, A

Calls Overflowed In* The number of internal and external calls that entered into the current device because they overflowed (recalled) from another hunt group or extension device.


CS, E, A



RT & IR

LicenseStat Type



Calls Overflowed Out The total of number of internal and external inbound call segments that alerted a given device but that overflowed or recalled to another device on the telephone system. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of overflowed calls where the call was originally alerting the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of overflowed calls that match the corresponding grouping field value. For example, when grouping by Telephone No, the statistic counts the number of overflowed calls that were received from the corresponding caller's telephone number.


By Trunk: When calculating statistics by trunk line, this statistic displays as 0.



CS, T, E, A

Calls Queuing The number of calls queuing at the given device.

RT E, A



RT & IR

LicenseStat Type



Calls Refused* The number of refused (not answered) internal and external calls.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of internal and external inbound calls that were refused by the corresponding extension or agent ID. E-mails are ignored for this calculation.

A refused call is a call that is offered to an ACD agent or extension within an ACD group with call balancing enabled, that alerts the given device for longer than the ACD group's No Answer Advance time, causing the call to be presented to another ACD group member.



CS, E, A

Calls Waiting The number of internal and external inbound calls that are currently ringing. This value is calculated when a real-time value (such as this) is requested for display. All similar trunk related real-time statistics are calculated at the same time, and the update is only performed at most every 500 ms. E-mails are ignored for this calculation.

CS, RT CS



RT & IR

LicenseStat Type



Calls With Caller ID The total of number of external inbound calls received with Caller ID. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of inbound calls that first alerted, last alerted, were answered at, were finished at, or were made by the corresponding extension or agent ID and that were received with Caller ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound calls received with Caller ID that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of inbound calls received with Caller ID that were received from the corresponding caller's telephone number.


Call Totals Basic



RT & IR

LicenseStat Type



Calls With Caller ID(continued)


By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound and outbound calls that passed into or out of the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device.” This is because a particular extension or agent ID could process a call that had been transferred several times within the telephone system, and counting the first segment of these call types (e.g., calculating by trunk) would not consider the subsequent call traffic at all the corresponding devices.


Channel The assigned call recording channel for the trunk.

Trunk Config

Basic

Channel The assigned call recording channel for the extension.

Extension Config

Basic



RT & IR

LicenseStat Type



Code 1, 2, 3, or 4 The total of number of call segments where the last account code entered against the call/e-mail matched the corresponding summary account code that can be set from the options of Reporter. The actual name of this statistic is configurable within options and so may not match the default of Code X.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of internal and external calls and e-mails where the given account code was entered and where the call was completed by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of calls/e-mails that match the corresponding grouping field value. For example, when grouping by Telephone No, the statistic counts the number of calls where the given account code was entered and that were received from the corresponding caller's telephone number or e-mail address.


E-mails are included for this calculation.

Call Totals Basic,RV, RT

CS, T, E, A

Contacts In* The total of the “Calls In” and “E-mails In” statistics.

Call Totals PRO,RT

E, A

Cost Area The destination/origination town or country of the corresponding call, as defined by the dial code of the dialed digits or Caller ID. When several towns or countries are defined by one dial code, the main town or country is used in this field. This field is not affected by e-mails.

[None] Basic

Cost Group The type of the corresponding call for call cost purposes (e.g., Local, National, etc.). This field is not affected by e-mails.

[None] Basic



RT & IR

LicenseStat Type



Cur Time On Duty Amount of time since the device was last logged in

RT E, A

Cur Time On Duty For extensions or agents that are currently logged in to a group, the report will consider an agent as being currently logged in if they were logged in at the point where the report ended. For extensions or agents that are not currently logged in, this statistic displays “0.”

Agent Stats PRO

Current Busy (Call) Time

The amount of time that all currently logged-in agents have currently spent in the free state. This value is the total of the current time spent in a given state for all extensions that are currently logged in and in the given state. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT (PRO)

CS

Current Busy (E-mail) Time


CS, RT (PRO)

CS

Current Busy N/A (DND) Time


CS, RT CS

Current Date The current date on this computer (e.g., 02/05/2000).

RV, RT (PRO)

CS

Current Date / Time The current date and time on this computer (e.g., 02/05/2000 09:13:24).

RV, RT (PRO)

CS



RT & IR

LicenseStat Type



Current Free (E-mail) Time

The amount of time that all currently free agents have currently spent in the free state. This value is the total of the current time spent in a given state for all extensions that are currently logged in and in the given state. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT (PRO)

CS

Current Free Time The amount of time that all currently free agents have currently spent in the free state. This value is the total of the current time spent in a given state for all extensions that are currently logged in and in the given state. If using Reporter Real-Time, a Reporter Pro license must have been acquired for this statistic to be displayed.

RV, RT (PRO)

CS

Current Status For extension and agent devices, this is the ACD Agent status of the device. Possible values are Logged Out, Free, Busy, Wrapup, and DND.

RT (PRO)

E, A

Current Time The current time of day on this computer (e.g., 09:13:24).

CS, RT CS

Current Wrapup (Call) Time


RV, RT (PRO)

CS

Current Wrapup (E-mail) Time


CS, RT (PRO)

CS

Current Year The current year on this computer (e.g., 2000).

CS, RT CS



RT & IR

LicenseStat Type



“D” Statistics

Table A-5 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter D.

Table A-5. “D” Statistics


RT & IR

LicenseStat Type

Day of Month The current day of the current month on this computer (e.g., the 15th of May would return “15”).

CS, RT CS

Day of Week The day of the week on this computer (e.g., Tuesday).

RV, RT CS

Description A description associated with this device (e.g., the name of the agent or the person who uses the associated extension), as configured in Server.

RT T, E, A

Description The description of the group, as entered in the CTI Server configuration database.

Group Config

Basic

Description The description of this agent, as entered into the CTI Server configuration database.

Agent Config

Basic

Description The description associated with this extension, as entered into the CTI Server configuration database.

Extension Config

Basic

Device The extension number of the extension that is entered into the CTI Server configuration database.

Extension Config

Basic



DID Calls The total of number of external inbound calls received on a DID line. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of external inbound calls received on a DID line that first alerted, last alerted, were answered at, were finished at, or were made by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of inbound calls received on a DID line that matches the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of inbound calls that were received from/made to the corresponding caller's telephone number.


By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound and outbound calls that passed into or out of the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device”.


Call Totals Basic

Table A-5. “D” Statistics (Continued)


RT & IR

LicenseStat Type



DID Calls (continued) This is because a particular extension or agent ID could process a call that had been transferred several times within the telephone system, and counting the first segment of these call types (e.g., calculating by trunk) would not consider the subsequent call traffic at all the corresponding devices.


DID Digits The DID digits entered in the CTI Server configuration database.

DID Config Basic

DID Digits The DID number that this inbound call used to access the switch.

Undefined Basic,RT

T, E, A

DID Received? Indicates whether or not the corresponding inbound call was received with DID digits.

Undefined Basic,RT

T, E, A

Direction Indicates whether the active call is inbound or outbound.

Undefined Basic,RT

T, E, A

DND Message When an extension or agent is in the do-not-disturb (DND) state, this statistic displays the DND message that the user has selected (e.g., “AT LUNCH,” “IN MEETING,” etc.).

RT E, A

DND Text When an extension or agent is in the do-not-disturb (DND) state, this statistic displays the user-defined custom text associated with the DND message, if applicable. For example, if the user has selected the “IN MEETING” DND Message and entered “BACK AT 2,” this statistic would display BACK AT 2.

RT E, A

DNIS A description of the number that the caller dialed for this inbound call (e.g., “Sales Line,” or “Yellow Pages Advert Line”).

Undefined Basic,RT

T, E, A

DNIS The description of the DID digits entered into the CTI Server configuration database.

DID Config Basic

Table A-5. “D” Statistics (Continued)


RT & IR

LicenseStat Type



“E” Statistics

Table A-6 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter E.

Table A-6. “E” Statistics


RT & IR

LicenseStat Type

E-mail Address The SMTP e-mail address of the corresponding hunt group.

Group Config

Basic

E-mail Address The SMTP e-mail address of the corresponding agent.

Agent Config

Basic

E-mail Domain The domain from which the inbound e-mail was sent. For example, [email protected] would return “mycompany.com” as the domain.

Undefined Basic,RT

T

E-mails ARM'd* Number of e-mails ARM'd (handled with an “Alternate Response Method”).

Call Totals CD,RT

E, A

E-mails Busy* The number of routed e-mail messages that are currently being processed by agents.

RV, RT CS

E-mails Expired* Number of e-mails that queued longer than the expiry time (the time period that a message must queue without being processed, before it is considered expired).

Call Totals Basic

E-mails In* The number of routable inbound e-mails received.

Call Totals PRO,RT (PRO)

E, A

E-mails In Ans* The number of e-mails that have been answered (i.e., routed to an agent and replied to in some form).

Call Totals PRO,RT

E, A

E-mails NRN'd* Number of e-mails NRN'd (handled with a “No Reply Necessary”).

Call Totals PRO,RT

E, A

E-mails Processed* Number of e-mails that have been completed, e.g., responded to, NRN'd (handled with a “No Reply Necessary”), or ARM'd (handled with an “Alternate Response Method”).

Call Totals PRO,RT

E, A

E-mails Refused* The number of e-mails routed to an agent, where the agent has refused the e-mail (i.e., sent it back to the queue), where it may have been routed to another agent (or the same agent again).

Call Totals PRO,CS, RT

CS+E, A

E-mails Rejected* Number of e-mails that were deleted automatically by the system.

Call Totals Basic



E-mails Replied* Number of e-mails where the agent has sent an actual response back to the customer, rather than an NRN (“No Reply Necessary”) or ARM (“Alternate Response Method”).

Call Totals PRO,RT

E, A

E-mails Waiting* The number of e-mail messages currently queuing at a Media Blending queue.

RV, RT CS

Extension The extension device that last answered a call / e-mail from the corresponding telephone number / e-mail address.

Route Data Basic

Extension Last Handled By*

The extension that last processed a call to/from the corresponding caller.

RT T, E, A

Extension Last Handled By Prev 1*

The previous extension prior to the last extension that processed a call to/from the corresponding caller.

RT T, E, A

Extension Last Handled By Prev 2*

The extension that processed a call to/from the corresponding caller two calls ago (providing that a different extension processed each individual call).

RT (PRO)

T, E, A

Extension Previous 1 The “second to last” extension that last answered a call / e-mail from the corresponding telephone number / e-mail address.

Route Data Basic

Extension Previous 2 The “third to last” extension that last answered a call / e-mail from the corresponding telephone number / e-mail address.

Route Data Basic

Extension Time in Busy N/A

The total of all Time in DND and/or MCD Agent Make Busy state.

Busy N/A Statistics

PRO, RTr

CS, E, A

Extension Time in DND*

The total of all Time In [DND State n] statistics (including the Unknown DND states. When grouping by extension, the DND states need to be taken into account regardless of whether the extension is logged in or not.

DND Stats PRO,CS, RT

CS, E, A

Table A-6. “E” Statistics (Continued)


RT & IR

LicenseStat Type



“F” Statistics

Table A-7 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter F.

Table A-7. “F” Statistics


RT & IR

LicenseStat Type

Field 2 - Field 6 The nth field for this particular entry in the CTI Server telephone number import database.

Import Data Basic

Field 2 - 6 The data associated with the telephone number or identified e-mail addresses for this call/e-mail as maintained by the telephone number import on the CTI Server. Usually this information is synchronized with your company database so that this field displays the company or contact name for the given telephone number.

Undefined Basic,RT

T, E, A

Finished On [REP]

Now On [PRO, RV RT (PRO)]

The device where this call segment ended before the call was ended or before it was transferred to another device.

Undefined Basic,RT

T, E, A

First Login At The time of the very first ACD agent log in for this particular grouped field.

Agent Stats PRO

First Rang [REP]

First Rang On PRO, RV RT (PRO)]

The device where the call first started ringing. This is the device where the call first started ringing in the current call segment. For example, if a call is answered at reception (i.e., auto attendant or operator) and then transferred to Sales, this field would display the Sales department hunt group device number.

Undefined Basic,RT

T, E, A

Forward All In an extension list, this statistic displays the forwarding destination of the device if the extension is forwarding all calls.

In an agent list, this displays the forward state of the extension where the agent is logged in. If the given agent is not logged in to an extension, no information can be displayed.

RT E, A



Forward On No Answer And Busy

In an extension list, this statistic displays the forwarding destination of the extension when calls are not answered at the extension on when the extension is busy.


RT E, A

Forward State In an extension list, this statistic displays a summary of all forwarding states that currently apply to this extension. If a forwarding state does not apply, this will not appear. If no forwarding states apply, No forwarding is displayed.


This uses the following abbreviations for the different forward states:

Imm Forward All Calls

NoAns Forward Unanswered

Busy Forward When Busy

NA+B Forward On No Answer And Busy

For example, if the device is forwarding unanswered calls to device 2500, this statistic would display NoAns: 2500.

RT E, A

Table A-7. “F” Statistics (Continued)


RT & IR

LicenseStat Type



Forward Unanswered In an extension list, this statistic displays the forwarding destination of the device if the extension is forwarding calls that are not answered at the extension. No forwarding is displayed if no forwarding is selected.


RT E, A

Forward When Busy In an extension list, this statistic displays the forwarding destination of the extension when the extension is busy (on a call).


RT E, A

Full Time Agents When grouping a report by time of day, this statistic displays the average number of agents logged in during the particular group field's period by calculating the total time spent on duty across all agents for the group period and dividing by the group period.

For example, a value of “1” indicates that one agent was logged in for the entire period or that one agent was logged in for half the period and another agent logged in for the remaining time. If agents logged out or logged in during the period, you will more than likely see fractional values. For example, “1.5” means that one agent was logged in for the entire group period while another was only logged in for half the period.


Agent Stats PRO

Table A-7. “F” Statistics (Continued)


RT & IR

LicenseStat Type



“G” Statistics

Table A-8 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter G.

Table A-8. “G” Statistics


RT & IR

LicenseStat Type

Group The hunt group device, as entered in the CTI Server configuration database.

Group Config

Basic

Group Description The description for the hunt group that the corresponding agent is logging in or out of.

Undefined PRO

Group E-mail Address The SMTP e-mail address of the hunt group, for example, [email protected].

Undefined PRO



“H” Statistics

Table A-9 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter H.

Table A-9. “H” Statistics


RT & IR

LicenseStat Type

Hold Time The time that this call segment spent on hold.

Undefined Basic

Hunt Group The hunt group that the corresponding agent is logging in or out of.

Undefined PRO



“I” Statistics

Table A-10 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter I.

Table A-10. “I” Statistics


RT & IR

LicenseStat Type

Identified? Indicates whether the current call segment's telephone number was identified in the CTI Server Telephone Number Import database.

Undefined Basic,RT

T, E, A



Inbound Answered The total number of internal and external inbound calls that were presented to the telephone system and subsequently answered. E-mails are ignored for this calculation.

If filtering by trunk, this counts all internal and external inbound calls based on the trunk where the call originated. Regardless of which device answers the call, this statistic will increment once per call on a trunk line. In Server, you can flag certain devices as queueing (e.g., Yes, this device is treated as ‘not answered’) so that Automated Attendants and queueing announcements are not considered as having answered the call, and the call is only marked as answered once the caller gets through to a human being.

If filtering by device, this counts all internal and external inbound call segments and considers all calls that entered the telephone system (e.g., a new call), alerted a new hunt group device, or were transferred.

For example, consider a call that was answered at reception (i.e., auto attendant or operator), transferred to Sales, and then dropped by the caller. When filtering by trunk, this is considered as one inbound, answered call, incrementing 'Total Inbound' by one, and 'Inbound Answered' by one. When filtering by device, this is considered as two inbound calls, one of which is answered. This will increment 'Total Inbound' by two, and 'Inbound Answered' by one. If Sales had answered the call, then filtering by trunk would still have considered it as one inbound, answered call. Filtering by device, however, would have considered it as two inbound calls, with both being answered.

CS, RT CS

Table A-10. “I” Statistics (Continued)


RT & IR

LicenseStat Type



Inbound Answered (E-mail)*

The number of e-mails that have been answered (processed), considering only e-mails routed to an agent from a media blending queue.

RV, RT CS

Inbound Answered (External)*

The total number of external inbound calls that were presented to the telephone system and subsequently answered.

RV, RT CS

Inbound Answered (Internal)*

The total number of internal inbound calls that were presented to the telephone system and subsequently answered. This is affected by the Internal Call Modeling flags on Server.

CS, RT CS

Inbound Call Rate The number of inbound calls that occurred in the last Call Rate Period. By default, the Call Rate Period is 30 minutes.

If filtering by trunk, this statistic counts all inbound calls based on the trunk where the call originated. If a call is transferred to a different device, it will not be counted again. This is useful, for example, if measuring calls originating through a specific DID for a particular marketing campaign.

When filtering by device, this statistic counts all inbound call segments that first entered the telephone system (e.g., a new call), alerted a new hunt group device, or were transferred. This is useful, for example, if measuring calls to hunt groups or where details of transferred calls are important.

CS, RT CS, T, E, A

Inbound DID The total number of internal and external inbound calls that were presented to the telephone system where the call originated through a DID (direct inward dialing) number. DIDs are normally used such that callers can ring in to a particular hunt group or extension without having to go through the auto attendant or operator. By using DIDs, you can monitor calls for particular marketing campaigns or for different departments. E-mails are ignored for this calculation.

CS, RT CS



RT & IR

LicenseStat Type



Inbound E-mail Rate* The number of e-mails received within the last call rate period.

RV, RT CS, E, A

Inbound Identified The total number of internal and external inbound calls that were presented to the telephone system with Caller ID and subsequently located in the Server database. On a regular basis, Server imports data from your company database. When a call is presented to the telephone system, Server searches for the number in the database so that Contact Center can display the name of the caller or person being called. Telephone numbers that are found in the database are considered “identified” and will increment this statistic accordingly. Those telephone numbers that could not be found will not increment the statistic and can, therefore, give an indication of the number of new customers that you have received today or the level of business-related calls. This number usually represents the number of calls from known contacts.

CS, RT CS

Inbound in Progress The number of internal and external inbound calls that are currently answered. This value is calculated when a real-time value (such as this) is requested for display. All similar trunk related real-time statistics are calculated at the same time, and the update is only performed at most every 500 ms. E-mails are ignored for this calculation.

CS, RT CS

Inbound Lines Busy The number of inbound calls currently ringing or answered. This is calculated by summing the Calls Waiting and Inbound In Progress statistics.

RV, RT CS



RT & IR

LicenseStat Type



Inbound with Caller ID The total number of internal and external inbound calls received that were presented to the telephone system with Caller ID, regardless if the call was answered or not. Caller ID is not always provided by the calling party, and without Caller ID, Contact Center will not be able to identify the caller against your company database. This statistic enables you to evaluate how many callers you will potentially be able to identify.

RV, RT CS

Inter In The number of internal and external calls transferred into a new hunt group that subsequently rang the given extension or agent. This statistic can only be calculated when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.). E-mails are ignored for this calculation.

This statistic considers all call segments that alerted a new hunt group device where the given extension or agent was the last device rung in the given call segment.

Call Totals REP,RT

E, A

Inter Out The number of internal and external answered calls transferred into a new hunt group where the transferring device was the given extension or agent. This statistic can only be calculated when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.). E-mails are ignored for this calculation.

This statistic considers all call segments that alerted a new hunt group device where the given extension or agent had completed the previous answered call segment and was the transferring device.

Call Totals REP,RT

E, A



RT & IR

LicenseStat Type



Intra In The number of internal and external calls that have been transferred to the given extension or agent. This statistic can only be calculated when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.). E-mails are ignored for this calculation.

This statistic will consider all call segments that last rang the given extension or agent that had been transferred from another extension or agent ID.

Call Totals REP,RT

E, A

Intra Out The number of internal and external calls that have been transferred from the given extension or agent. This statistic can only be calculated when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.).

This statistic considers all call segments that were completed by the given extension or agent that were subsequently transferred to another extension or agent ID.

Call Totals REP,RT

E, A



RT & IR

LicenseStat Type



Invalid Dialed Calls The number of external outbound calls that have been dialed incorrectly. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of invalid dialed calls where the call was made by the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of invalid dialed calls that were made to the corresponding caller's telephone number.

An invalid dialed call is an outbound, unanswered call where the number of digits dialed does not equate to the number of digits in a valid telephone number.


Call Totals Basic



RT & IR

LicenseStat Type



“L” Statistics

Table A-12 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter L.

Table A-11. “L” Statistics


RT & IR

LicenseStat Type

Last Call At The last time that an internal or external call started for this particular grouped field. E-mails are ignored for this calculation.

Call Times Basic,CS, RT

CS, E, A

Last Call Ended At [REP]Last Call Ended [PRO, RV RT (PRO)]

The last time that an internal or external call ended for this particular grouped field. E-mails are ignored for this calculation.

Call Times Basic,RT

T, E, A

Last E-mail At* The date / time that an e-mail started for this particular grouped field.

Call Times PRO,RT

E, A

Last E-mail Ended At* The date / time that an e-mail ended (replied to, NRN’d, ARM’d, or expired) for this particular grouped field.

Call Times PRO,RT

E, A

Last Login At The time of the last ACD agent log in for this particular grouped field.

Agent Stats PRO

Last Logout At The time of the last ACD agent log out for this particular grouped field.

Agent Stats PRO

Last Rang [REP]

Last Rang On [PRO, RV RT (PRO)]

The device where the call last rang. This is the device where the call last rang in the current call segment.

For example, consider a call that rings at reception (i.e., auto attendant or operator), is answered, and then transferred to Sales, where it is also answered. This field is a device in the Sales hunt group (either the highest device number if the group is configured for an all-ring hunt group or the last device that the call was offered to if the group is configured for call balancing).

Undefined Basic,RT

T, E, A

Last Status Change At The time of the last ACD agent state change for this particular grouped field.

Agent Stats PRO

Last Updated The date / time when the routing history for the corresponding telephone number or e-mail address was last updated.

Route Data Basic

Line Type The type of trunk line, as entered in the CTI Server configuration database.

Trunk Config

Basic



Line Type For a trunk list, this is the type of trunk (i.e., Analog or Digital).

Undefined Basic,RT

T

Logged In At The device where the agent was logged in to when the agent status changed. For example, if agent 4000 is logged in at extension 200 and enters the wrap up state, this field will display “200”.

Undefined PRO,RT

A

Logged In/Out At The time of the last log in or out at this extension or agent.

RT E, A

Login Count The number of times that this device has logged in to a non-ACD group. This statistic is Mitel Axxess telephone system-specific, and on all other telephone systems it will display zero. The Mitel Axxess telephone system supports multiple static (non-roaming) extension logins, and this statistic is the cumulative number of times an extension has logged into different ACD hunt groups, without using an agent ID.

Undefined PRO,RT

E, A

Longest Wait (E-mail)* The longest time that an inbound e-mail has been queuing for, for the current grouping level.

Call Times PRO,RT

E, A

Table A-11. “L” Statistics (Continued)


RT & IR

LicenseStat Type



Longest Wait (In) This statistic showing the largest ring time value contained within any internal and external inbound call segment. Call segments that ended because a hunt group call overflowed/recalled to another device or call segments that represent a call offered to a hunt group member who refused the call are not considered in this calculation. These types of call segments are ignored because the following call segment always continues the ring time of the call. E-mails are ignored for this calculation.



Call Times Basic,RT

T, E, A

Longest Wait (In)(continued)


Additionally, ring time is allocated to extensions based upon the device which was last alerted by the call. For an all-ring hunt group call, this is the highest numbered extension device of all the group's members. For a call balanced hunt group, the entire ring time of the call to the hunt group is allocated to the answering extension or the group member which was being alerted when the caller abandoned the corresponding call.

Longest Waiting The longest time that a currently unanswered, inbound, internal or external call has been ringing. E-mails are ignored for this calculation.

RV, RT CS

Longest Waiting (E-mail)*

The longest time that a currently queued e-mail has been queuing at a media blending queue.

RV, RT CS

Table A-11. “L” Statistics (Continued)


RT & IR

LicenseStat Type



“M” Statistics

Table A-12 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter M.

Table A-12. “M” Statistics


RT & IR

LicenseStat Type

Max Call Time The maximum call time duration for all answered internal and external call segments for all calls so far today. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that rang or were active at the given extension or agent are considered.


This statistic will consider individual call segments’ call time, taking into account periods where the call alerts because it is transferred to different devices.


CS, T, E, A

Max Call Time (E-mail)* The maximum time taken from the e-mail arriving at the queue, to the response being sent to the customer (i.e., e-mail removed from queue as e-mail expired or processed).


CS, E, A

Max Lines Busy When grouping by time of day, this statistic calculates the maximum number of busy trunk lines in any one second over the time period that the report is grouped by. For example, if grouping by half hour, this statistic displays the maximum number of busy trunk lines in any one second for the given half hour period. Internal calls and e-mails are ignored for this calculation.

Call Totals REP



Max Ring (Out) Time This statistic showing the largest ring time value contained within any internal or external outbound call segment. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that were made (first rang) at the given extension or agent are considered.




CS, T, E, A

Max Talk Time The maximum talk time duration for all answered internal and external call segments for all calls so far today. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that were completed at the given extension or agent are considered.


This statistic will consider individual call segments talk time, taking into account periods where the call alerts because it is transferred to different devices.


CS, T, E, A

Max Talk Time (E-mail)* The maximum time that a routed e-mail spent with an agent before it was replied to (or NRN’d or ARM’d).


CS, E, A

Maximum Cost The cost of the single most expensive external call segment, whether inbound or outbound.

This statistic is not affected by whether the report is calculated by Trunk or by device. E-mails are ignored for this calculation.

Call Totals Basic

Table A-12. “M” Statistics (Continued)


RT & IR

LicenseStat Type



Maximum Cost (In) The cost of the single most expensive external inbound call segment.


Call Totals Basic

Maximum Cost (Out) The cost of the single most expensive external outbound call segment.


Call Totals Basic

Min Call Time The minimum call time duration for all answered internal and external call segments for all calls so far today. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that rang or were active at the given extension or agent are considered.


This statistic will consider individual call segments call time, taking into account periods where the call alerts because it is transferred to different devices.

Call Times REP

Min Call Time (E-mail) The minimum time taken from the e-mail arriving at the queue, to the response being sent to the customer (i.e., e-mail removed from queue as e-mail expired or processed).

Call Times PRO



RT & IR

LicenseStat Type



Min Ring (Out) Time A statistic showing the shortest call ring time for all internal and external outbound calls for all calls so far today. E-mails are ignored for this calculation.




Call Times REP

Min Talk Time The minimum talk time duration for all answered internal and external call segments for all calls so far today. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments that were completed at the given extension or agent are considered.


This statistic will consider individual call segments talk time, taking into account periods where the call alerts because it is transferred to different devices.

Call Times REP

Min Talk Time (E-mail) The minimum time that a routed e-mail spent with an agent before it was replied to (or NRN’d or ARM’d).

Call Times PRO



RT & IR

LicenseStat Type



Min Wait (In) Time This statistic showing the shortest ring time value contained within any internal or external inbound call segment. Call segments that ended because a hunt group call overflowed/recalled to another device, or call segments that represent a call offered to a hunt group member who refused the call are not considered in this calculation. These types of call segments are ignored because the following call segment always continues the ring time of the call. E-mails are ignored for this calculation.





Call Times REP

Model Internal Calls (In) Shows “Yes” or “No” to indicate whether the corresponding extension is configured for the modeling of internal inbound calls.

Group Config

Basic

Model Internal Calls (In) Shows “Yes” or “No” to indicate whether the corresponding extension is configured for the modeling of internal inbound calls.

Extension Config

Basic



RT & IR

LicenseStat Type



Model Internal Calls (Out)

Shows “Yes” or “No” to indicate whether the corresponding extension is configured for the modeling of internal outbound calls.

Extension Config

Basic



RT & IR

LicenseStat Type



“N” Statistics

Table A-13 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter N.

Table A-13. “N” Statistics


RT & IR

LicenseStat Type

Network Up For The amount of time since the application last connected to the Server.

RV, RT CS

No / Id The device identifier for an extension or agent.

RT (PRO)

T, E, A

Not First Rung? Whether or not the device is marked as an automated attendant in the CTI Server configuration database.

Extension Config

Basic

Not Answered? Indicates whether or not this trunk is marked as playing queuing announcements in the CTI Server configuration database.

For more information related to this setting, refer to the Contact Center Server chapter.

Trunk Config

Basic

Not Answered? Whether or not calls to this DID number will be played queuing announcements.


DID Config Basic

Not Answered? Indicates whether or not this extension is marked as playing queuing announcements in the CTI Server configuration database.


Extension Config

Basic



“O” Statistics

Table A-14 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter O.

Table A-14. “O” Statistics


RT & IR

LicenseStat Type

On Hold For The length of time that the call has been on hold at this device.

RT T, E, A

On Hold In Progress* The number of internal and external calls currently on hold.

CS, RT (PRO)

CS

On Line This field is used by extension and agent lists to depict the device where the call is currently connected. For external calls, this is the trunk device where the call is connected. For internal calls, this is the extension device where the call is connected.

RT (PRO)

E, A

Outbound Answered The total number of internal and external outbound calls that were subsequently answered at the distant end. E-mails are ignored for this calculation.

CS, RT (PRO)

CS

Outbound Answered (External)*

The total number of external outbound calls that were subsequently answered at the distant end.

CS, RT (PRO)

CS

Outbound Answered (Internal)*

The total number of internal outbound calls that were subsequently answered at the distant end. This is affected by the Internal Call Modeling flags on Server.

CS, RT (PRO)

CS

Outbound Call Rate The number of outbound calls that occurred in the last Call Rate Period. By default, the Call Rate Period is 30 minutes.

CS, RT (PRO)

CS, T, E, A



Outbound Identified The total number of internal and external outbound calls that were matched against the Server database. On a regular basis, Server imports data from your company database. When a call is made by a device, Server searches for the number in the database so that Contact Center can display the name of the person being called. Telephone numbers that are found in the database are considered “identified” and will increment this statistic accordingly. Those telephone numbers that could not be found will not increment the statistic. This number usually represents the number of calls to known contacts. E-mails are ignored for this calculation.

CS, RT CS

Outbound in Progress The number of outbound calls that are currently answered. This value is calculated when a real-time value (such as this) is requested for display. All similar trunk related real-time statistics are calculated at the same time, and the update is only performed at most every 500 ms.

RV, RT CS

Outbound Lines Busy The number of outbound calls currently ringing or answered. This is calculated by summing the Ringing Out and Outbound In Progress statistics.

CS, RT CS

Override Mon? Whether or not Override Device Monitoring is enabled for this device in the CTI Server configuration database.


Group Config

Basic

Override Mon? Whether or not Override Device Monitoring is enabled for this device in the CTI Server configuration database.

Extension Config

Basic

Table A-14. “O” Statistics (Continued)


RT & IR

LicenseStat Type



“P” Statistics

Table A-15 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter P.

Table A-15. “P” Statistics


RT & IR

LicenseStat Type

Packets Received The number of Customer Service Manager packets received since the application was started.

CS, RT CS

Packets Received / Minute

The average number of packets received every minute, since the application was started.

CS, RT CS

Packets Sent The number of Customer Service Manager packets sent since the application was started.

CS, RT CS

Packets Sent / Minute The average number of packets sent every minute, since the application was started.

CS, RT CS

Previous State For extension and agent devices, this is the last ACD Agent status of the device. For example, if an agent is in the busy state and then changes to the free state, the Current Status is Free, and the Previous Agent State is Busy.

RT E, A



“Q” Statistics

Table A-16 includes the statistic available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begins with the letter Q.

Table A-16. “Q” Statistics


RT & IR

LicenseStat Type

Queue Position For a trunk list, this displays the position within the queue of the given call currently alerting the trunk line. For answered calls, this statistic displays “0”.

RV, RT (PRO)

T



“R” Statistics

Table A-17 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter R.

Table A-17. “R” Statistics


RT & IR

LicenseStat Type

Recoverable Calls The number of external abandoned calls that can be recovered (i.e., were received with Caller ID). E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of recoverable calls where the call first alerted or last alerted the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of invalid dialed calls that were made to the corresponding caller's telephone number.


Call Totals Basic

Reset Ring Time On Alert?

Whether or not this device resets the ring time when a trunk call rings the device, as defined by the appropriate setting in the CTI Server configuration database.


Group Config

Basic

Reset Ring Time On Alert?

Whether or not this device resets the ring time when a trunk call rings the device, as defined by the appropriate setting in the CTI Server configuration database.


Extension Config

Basic

Ring Time The ring time of the corresponding call segment through the domain of the device.

Undefined Basic,CS, RT (PRO)

CS, E, A



Ring Time (Seg)* The ring time of the corresponding call segment through the “last alerting” device.

Undefined Basic,RV, RT

CS, E, A

Ringing Out The number of internal and external outbound calls that are currently ringing. This value is calculated when a real-time value (such as this) is requested for display. All similar trunk related real-time statistics are calculated at the same time, and the update is only performed at most every 500 ms.

RV, RT (PRO)

CS

Roaming Agent? This field displays whether the “Roaming Agent?” flag is enabled against the corresponding agent in the CTI Server configuration database. This statistic is not used for Mitel phone systems.

Agent Config

Basic

Route Count The number of times that a Customer Service Manager application has diverted/deflected the current call.

RT T

Routed To The device that this DID number routes to (first alerts).

For more information related to this setting, refer to the Contact Center Server documentation.

DID Config Basic

Table A-17. “R” Statistics (Continued)


RT & IR

LicenseStat Type



“S” Statistics

Table A-18 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter S.

Table A-18. “S” Statistics


RT & IR

LicenseStat Type

Seg On Alert? Whether or not this device is enabled for Device Entry segmentation in the CTI Server configuration database.


Group Config

Basic

Seg On Alert? Whether or not this device is enabled for Device Entry segmentation in the CTI Server configuration database.


Extension Config

Basic

Seg On Div/Tr? Shows “Yes” or “No” to indicate whether the corresponding trunk line is configured for the “Domain Entry”

Trunk Config

Basic

Seg On Tr? Whether or not this device is enabled for Device Exit segmentation in the CTI Server configuration database.


Group Config

Basic

Seg On Tr? Whether or not this device is enabled for Device Exit segmentation in the CTI Server configuration database.

Extension Config

Basic

Segment Flags This field displays a number identifying how the given call has been transferred. This is intentionally displayed in a non-readable form because it is designed for debugging purposes only, and a user would not normally add this field to their configuration.

Undefined Basic,RT

T

Segment Start Time Indicates the time that a call record segment was created.

Undefined Basic,RT

T, E, A



Short Calls The number of internal and external calls, either inbound or outbound, where the duration of the call once answered was less than the Short Call Level, which can be configured in the Options property sheet. This value increments when an answered call is completed within the Short Call Level (20 seconds by default). E-mails are ignored for this calculation.

When filtering by trunk, this statistic counts calls by the trunk line where the call originated.

When filtering by device, this statistic counts call segments that entered the telephone system (e.g., new calls), alerted a hunt group device, or were transferred. For example, a call that rang at reception (i.e., auto attendant or operator), was transferred to Sales within the Short Call Level period, and then talked to by a member of Sales for less than the Short Call Level period would be considered as two short calls: one at reception and one at Sales.

Call Totals Basic,CS, RT

CS, T, E, A

Start Time The time that this segment of the call started, as depicted by the clock on the CTI Server computer. For a hunt group distributed call, the start time of that call is the time that the call actually entered into hunt group distribution, rather than the start time of the current call segment, which could be the time that a previous agent refused (did not answer) the last offered presentation of the call at their extension device.

Undefined Basic

Status An icon depicting the current status of the device. The icon will vary depending on whether the field appears in a trunk, extension, or agent list.

CS, RT CS, E, A

Status Changed At The time on the CTI Server that the status of this Agent or extension changed.

Undefined PRO,RT

E, A

Subject Text* The subject line text for e-mail messages.

Undefined Basic,RT

T, E, A

Table A-18. “S” Statistics


RT & IR

LicenseStat Type



“T” Statistics

Table A-19 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter T.

Table A-19. “T” Statistics


RT & IR

LicenseStat Type

Talk Time The time that this call segment spent in the answered state, including time spent on hold. This is taken from the time when the call was answered to when it was ended or transferred.

Undefined Basic,RT

T, E, A

Telephone No The number associated with the external call. For inbound calls, this is the Caller ID of the caller, if provided. For outbound calls, this is digits dialed. For e-mails, this is the e-mail address of the sender for a received e-mail.

Undefined Basic,RT

T, E, A

Telephone No The telephone number that has been imported into the CTI Server telephone number import database.

Import Data Basic

Telephone No The telephone number or e-mail address of the caller/originator.

Route Data Basic

Time in 'Busy N/A State n

The total of all Time in MCD Agent Make Busy state “n”, where “n” is walk-away code 0-9, *, or #. There are 12 of these statistics, one for each available MCD Agent Make Busy walk-away codes.

Busy N/A Statistics

PRO E, A

Time In [DND State n]* The total time that has been spent in the [DND State n] state, calculated as the time when the DND state changed into state n, to the time when the DND state either changed, or left DND. On the menu, [DND State n] is replaced with the DND message for each DND state, for example, Time In ‘AWAY FROM DESK.’

There are 20 of these statistics, one for each available DND state. These statistics are available only in Reporter Pro.


CS, E, A



Time In Busy (Call) The total time spent in the busy state for calls by this particular grouped field.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the busy state during the report period.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the busy state by all devices during the grouped period. For example, if grouping by half hour, this statistic will calculate the total time spent in the busy state during the half hour period.


Agent Stats PRO,RT

E, A

Time In Busy (E-mail)* The total time spent in the busy state for e-mails by this particular grouped field.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the busy state during the report period.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the busy state by all devices during the grouped period. For example, if grouping by half hour, this statistic will calculate the total time spent in the busy state during the half hour period.


Agent Stats PRO,RT

E, A

Table A-19. “T” Statistics (Continued)


RT & IR

LicenseStat Type



Time in Busy N/A (DND)

The total time spent in the Busy N/A (DND) state by this particular grouped field.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the DND state during the report period.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the DND state by all devices during the period being grouped. For example, if grouping by half hour, this statistic will calculate the total time spent in the DND state during the half hour period in consideration.


Agent Stats PRO,RT

E, A

Time In Free The total time spent in the free state by this particular grouped field.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the free state during the report period.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the free state by all devices, during the grouped period. For example, if grouping by half hour, this statistic will calculate the total time spent in the free state during the half hour period.


Agent Stats PRO,RT

E, A



RT & IR

LicenseStat Type



Time in Free (E-mail)* The total time spent in the Free (E-mail) state by this particular grouped field.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the free state during the report period.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the free state by all devices, during the grouped period. For example, if grouping by half hour, this statistic will calculate the total time spent in the free state during the half hour period.


Agent Stats PRO,RT

E, A

Time in Status Amount of time the extension/agent has been in the current status

RT E, A

Time in Unknown Busy N/A States

The total of all Time in DND and MCD Agent Make Busy state without a walk-away code.

Busy N/A Statistics

PRO E, A

Time in Unknown DND States*.

The total time that has been spent in a DND state not included in any of the known DND states, calculated as the time when the DND state changed into state n, to the time when the DND state either changed, or left DND.


CS, E, A

Time In Wrapup (Call) The total time spent in the wrapup state by this particular grouped field.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given device spent in the wrapup state during the report period.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the wrapup state by all devices during the grouped period. For example, if grouping by half hour, this statistic will calculate the total time spent in the wrapup state during the half hour period.


Agent Stats PRO,RT

E, A



RT & IR

LicenseStat Type



Time in Wrapup (E-mail)

The total time spent in the wrapup e-mail state by this particular grouped field.

When grouping a report by an extension or agent ID field, this statistic is calculated as the total time the given agent spent in the wrapup state during the report period.

When grouping a report by the time of day, this statistic is calculated as the total time spent in the wrapup e-mail state by all agents during the grouped period. For example, if grouping by half hour, this statistic will calculate the total time spent in the wrapup e-mail state during the half hour period.


Agent Stats PRO,RT

E, A

Tot Time On Duty When grouping a report by an extension or agent ID field, this statistic is calculated as the total time that the extension or agent has spent logged in at one or more hunt groups during the duration of this report.

When grouping a report by time of day, this statistic is calculated as the total time that all extensions or agents spent logged in at one or more hunt groups during the period of the day being considered by this grouped field. For example, if grouping by half hour, this statistic would display the total time on duty for each half hour period across the duration of the report.


Agent Stats PRO,RT

E, A

Total Active Calls The number of inbound and outbound calls that are currently active.

CS, RT CS, E, A



RT & IR

LicenseStat Type



Total Call (In) Time This statistic displays the cumulative call duration of all internal and external inbound call segments. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments where the call was ringing or active at the given extension or agent are considered.



Call Times REP,CS, RT

CS, T, E, A

Total Call (Out) Time This statistic displays the cumulative call duration of all internal and external outbound call segments. E-mails are ignored for this calculation.





CS, T, E, A



RT & IR

LicenseStat Type



Total Call Time This statistic displays the cumulative call duration of all internal and external call segments. E-mails are ignored for this calculation.





CS, T, E, A

Total Call Time (E-mail)*

The time taken from the e-mail arriving at the queue, to the response being sent to the customer (i.e., e-mail removed from queue as e-mail expired or processed).


CS, E, A

Total Call Time Now The cumulative time that all active e-mails have spent in the queue, either waiting to be routed, or routed.

CS, RT CS

Total Call Time Now (E-mail)*

The cumulative time that all active e-mails have spent in the queue, either waiting to be routed, or routed.

CS, RT CS

Total Calls The total number of calls, whether internal or external, inbound or outbound. This is calculated by adding the Total Inbound and Total Outbound call statistics. E-mails are ignored for this calculation.

CS, RT CS



RT & IR

LicenseStat Type



Total Cost The total cost of all call segments, whether inbound or outbound. A call is charged from the moment it is answered, regardless of whether it is transferred or not. The minimum call charge is applied to external answered calls where the call charge did not exceed the minimum, and the setup charge is applied to all calls, answered or not.


Call Totals Basic

Total Cost (In) The total cost of all external inbound call segments. A call is charged from the moment it is answered, regardless of whether it is transferred or not. The minimum call charge is applied to answered calls where the call charge did not exceed the minimum, and the setup charge is applied to all calls, answered or not.


Call Totals Basic

Total Cost (Out) The total cost of all external outbound call segments. A call is charged from the moment it is answered, regardless of whether it is transferred or not. The minimum call charge is applied to answered calls where the call charge did not exceed the minimum, and the setup charge is applied to all calls, answered or not.


Call Totals Basic

Total E-mails ARM'd* Number of e-mails ARM'd. CS, RT CS

Total E-mails Expired* The percentage of expired e-mails for the current day compared against the total number of processed (completed) e-mails for the same day.

CS, RT CS

Total E-mails NRN'd* Number of e-mails NRN'd. CS, RT CS



RT & IR

LicenseStat Type



Total E-mails Processed*

Number of e-mails that haven been responded to in some form, either an actual reply, an NRN (No Response Necessary), or ARM (Alternative Response to Message) response.

CS, RT CS

Total E-mails Rejected Total number of e-mails that were deleted automatically by the system.

CS, RT CS

Total E-mails Replied* Number of e-mails where the agent sent an actual reply to the customer, rather than an NRN or ARM response.

CS, RT CS

Total Hold Time This statistic displays the cumulative on hold duration of all internal and external call segments. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments where the call was completed at the given extension or agent are considered.




CS, T, E, A

Total Hold Time Now The cumulative time that all currently held calls have been on hold, regardless of whether they are inbound or outbound calls. E-mails are ignored for this calculation.

CS, RT CS



RT & IR

LicenseStat Type



Total Inbound The total number of internal and external inbound calls, whether answered or not. This is updated when an inbound call ends. E-mails are ignored for this calculation.

If filtering by trunk, this counts all inbound calls based on the trunk where the call originated. If a call is transferred to a different device, this will not increment the statistic. This is useful, for example, if measuring calls originating through a specific DID for a particular marketing campaign.

When filtering by device, this counts all inbound call segments that first entered the telephone system (e.g., a new call), alerted a new hunt group device, or were transferred. This is useful, for example, if measuring calls to hunt groups or where details of transferred calls are important.

CS, RT CS

Total Inbound (Contacts)*

The total of the “Total Inbound” and “Total Inbound (E-mail)” statistics added together.

CS, RT CS

Total Inbound (E-mail)* The number of inbound e-mails received.

CS, RT CS

Total Inbound (External)*

The total number of external inbound calls, whether answered or not. This is updated when an inbound call ends.

CS, RT CS

Total Inbound (Internal)* The total number of internal inbound calls, whether answered or not. This is updated when an inbound call ends. This is affected by the Internal Call Modeling flags on Server.

CS, RT CS

Total Outbound The total number of internal and external outbound calls, regardless of the call being answered or not and independent of the device originating the call. E-mails are ignored for this calculation.

CS, RT CS

Total Outbound (External)*

The total number of external outbound calls, regardless of the call being answered or not and independent of the device originating the call.

CS, RT CS



RT & IR

LicenseStat Type



Total Outbound (Internal)*

The total number of internal outbound calls, regardless of the call being answered or not and independent of the device originating the call. This is affected by the Internal Call Modeling flags on Server.

CS, RT CS

Total Ring Time This statistic displays the cumulative ring duration of all internal and external call segments. E-mails are ignored for this calculation.



Call segments that ended because a hunt group call overflowed/recalled to another device, or call segments which represent a call offered to a hunt group member who refused the call, are not considered in this calculation. These types of call segments are ignored so that a call's ring time isn't counted more than once for overflowed/recalled or refused calls.


Additionally, ring time is allocated to extensions based upon the device which was last alerted by the call. For an all-ring hunt group call, this is the highest numbered extension device of all the group's members. For a call balanced hunt group, the entire ring time of the call to the hunt group is allocated to the answering extension or the group member which was being alerted when the caller abandoned the corresponding call.


CS, T, E, A



RT & IR

LicenseStat Type



Total Ring Time (E-mail)*

The total cumulative time that inbound e-mails have been waiting in the e-mail queues for the current grouping level.


CS, E, A

Total Ring Time Now The amount of time that all current internal and external calls have been ringing. This also includes the time that answered calls spent ringing. This value is calculated when a real-time value (such as this) is requested for display. All similar trunk related real-time statistics are calculated at the same time, and the update is only performed at most every 500 ms. E-mails are ignored for this calculation.

CS, RT CS

Total Ring Time Now (E-mail)*

The cumulative time that any active e-mails have been queued, regardless of whether they are currently queued or routed to an agent.

CS, RT CS

Total Talk (In) Time This statistic displays the cumulative talk duration (including the on hold duration) of all internal and external inbound call segments. E-mails are ignored for this calculation.





CS, T, E, A



RT & IR

LicenseStat Type



Total Talk (Out) Time This statistic displays the cumulative talk duration (including the on hold duration) of all internal and external outbound call segments. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments which completed at the given extension or agent are considered.




CS, T, E, A

Total Talk Time This statistic displays the cumulative talk duration (including the on hold duration), of all internal and external call segments. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), only call segments which completed at the given extension or agent are considered.




CS, T, E, A

Total Talk Time (E-mail)*

The total cumulative time for all e-mails in the current grouping level.


CS, E, A



RT & IR

LicenseStat Type



Total Talk Time Now The cumulative time that all current internal and external calls have been active since being answered. This also includes time spent on hold because the call was answered. All similar trunk related real-time statistics are calculated at the same time, and the update is only performed at most every 500 ms. The value is calculated by enumerating all known trunk lines. Any trunk line that is active on a call will increment this statistic by its current talk time. At the start of every update, this value is cleared. A call's talk time is defined as either the current time less the call's answer time or zero if the call has not yet been answered. E-mails are ignored for this calculation.

CS, RT CS

Total Talk Time Now (E-mail)*

The cumulative time that e-mails have spent routed to an agent, for all e-mails currently routed to an agent.

CS, RT CS

Transferred From This field displays the originating device number for a transferred call. If the call has not yet been transferred, this field is blank. For example, assume a call has been answered by extension 200 and transferred to hunt group 1000. This field would display 200 as the source of the transfer. If the call was subsequently answered by extension 201 and then transferred to extension 202, this field would display 201, which is the source of the second transfer.

Undefined Basic,RT

T



RT & IR

LicenseStat Type



Transferred Into Group The number of internal and external calls that alerted a hunt group because the calls were directly transferred to the group device. This statistic can be calculated only when grouping a report by a non-extension or agent ID field (e.g., Telephone No., etc.).

This statistic counts the number of call segments that alerted a hunt group because the calls were directly transferred to the group device.

“In Group” refers to the list of extensions or agents listed in the filter, and “out of group” refers to all other extensions. This is calculated when an inbound call that is answered out of group ends in group. When filtering on all calls, this value will be “0” because everyone is in group.


CS

Transferred Out Of Group

The number of internal and external calls that started alerting a hunt group because the call was directly transferred to the group by a device that had completed the call. This statistic can only be calculated when grouping a report by a non-extension or agent ID field (e.g., Telephone No., etc.).

This statistic counts the number of call segments that were completed at an extension/agent and that started alerting a hunt group because the call was directly transferred to the group by the corresponding device.


CS

Transferred To This field is intended for diagnostic purposes only and should not normally be displayed, as it is usually blank.

Undefined Basic,RT

T

Transferred To Extension/Device [RV]

Tr to ext/dev [RT]

The number of calls that were transferred from one extension/agent to another.

Call Totals

(not in

RTR)

Basic, RT

CS



RT & IR

LicenseStat Type



Transferred to HG [RV]

Tr to HG [RT]

The number of calls that were transferred from an extension/agent to a hunt group device number.

Call Totals

(not in

RTR)

Basic, RT

CS

Transferred Within HG The number of internal and external calls transferred between devices in the same group. This statistic can only be calculated when grouping a report by a non-extension or agent ID field (e.g., Telephone No., etc.). E-mails are ignored for this calculation.

This statistic counts the number of call segments that have been transferred between extensions or agents.


CS

Trunk The trunk line that is entered in the CTI Server configuration database.

Trunk Config

Basic

Trunk The trunk line that an external call was assigned to while the call was active.

Undefined Basic

Trunk Busy Minutes When grouping a report by time of day, this statistic displays the maximum number of consecutive minutes when all trunk lines were busy for the given period of the day. Only external calls are used for this calculation.

The statistic considers the total number of trunk lines as either the number of trunk lines entered into the CTI Server's configuration database or if a filter is applied, the number of trunk lines that the are specifically entered into the filter.

This statistic will take into account the “Maximum Voice Channels” settings against the trunk device/voice gateway in the Server device configuration when calculating such statistics.


Forecasting PRO

Trunk Description The description for this trunk line, as entered in the CTI Server configuration database.

Trunk Config

Basic



RT & IR

LicenseStat Type



Trunk Description The description in the CTI Server configuration database for the trunk line that the external call was assigned to when the call was active.

Undefined Basic

Trunks Required When grouping a report by time of day, this statistic displays the number of trunk lines that were required during the given time of day such that the percentage of external inbound callers who were rejected (received an engaged tone) is below the acceptable level as defined in the Erlang B/C section of the Options dialog box. Internal calls and e-mails are ignored for this calculation.

This statistic uses Erlang B calculations to consider the probability of calls being rejected because no trunk lines are available. The calculation takes into account the average call time during the given time of day as well as the number of calls handled.

Erlang B is used to model multiple “servers” where customers are rejected never to return if no servers are available. In this case, the servers correspond to trunk lines.

Forecasting PRO



RT & IR

LicenseStat Type



“U” Statistics

Table A-20 includes all the statistics available in RealViewer, Reporter, Reporter Real-Time, and Intelligent Router, that begin with the letter U.

Table A-20. “U” Statistics


RT & IR

LicenseStat Type

Unrecognized Calls The total of number of call segments where the telephone number or e-mail address could not be identified in the CTI Server Telephone Number Import database.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of unrecognized external calls where the call alerted, was answered, or was completed by the corresponding extension or agent ID. E-mails are ignored for this calculation.

When grouping a report by the other field grouping options, the statistics calculation counts the number of calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of unrecognized calls that were received from the corresponding caller's telephone number.)


Call Totals Basic

By Trunk: When calculating statistics by trunk line, the call statistic only considers the number of inbound and outbound calls that passed into or out of the telephone system. It won't, therefore, count segments of the same call that were subsequently transferred, recalled, or diverted to different internal destinations within the telephone system. Note that when grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), this call statistic is always calculated “by device.”



Unrecognized Calls (continued)



Unreturned Abandoned Calls

The number of internal and external inbound unanswered calls that have not been subsequently called back and that have not called back and been answered. E-mails are ignored for this calculation.

When grouping a report by an extension or agent ID field (e.g., Device, Agent, etc.), the statistic calculation counts the number of unreturned abandoned calls where the call first alerted the corresponding extension or agent ID.

When grouping a report by the other field grouping options, the statistics calculation counts the number of calls that match the corresponding grouping field value. For example, when grouping by Telephone No., the statistic counts the number of unreturned abandoned calls that were received from the corresponding caller's telephone number.


Call Totals Basic

Table A-20. “U” Statistics (Continued)


RT & IR

LicenseStat Type



Updates / Minute The average number of updates received every minute, since the application was started.

CS, RT CS

Updates Received The number of Customer Service Manager device updates received since the application was started. Each Contact Center packet contains one or more updates.

CS, RT CS

User The description of the device where the agent ID was logged in, as defined by the CTI Server configuration database.

Undefined PRO

User Ans On A description of the device where the call was answered. This uses the device number in the Ans On field to locate the description in Server’s database.

Undefined Basic,RT

T, E, A

User Finished On [REP]

User Now On [RV, RT & RTR]

The description of the device where this call segment ended, as defined by the CTI Server configuration database.

Undefined Basic,RT

T, E, A

User First Rang [REP]

User First Rang On [RV, RT & RTR]

A description of the device where the call first started ringing. This uses the device number in the First Rang On field to locate the description in Server’s database.

[None] Basic,RT

T, E, A

Table A-20. “U” Statistics (Continued)


RT & IR

LicenseStat Type




Index

A - B - C - D - E - F - G - H - I - J - L - M - N - O - P - Q - R - S - T - U - V - W - X

IndexIndex

Symbols

% Abandoned A-7

% Abandoned Calls A-8

% Abandoned> 120s A-8

% Agents Busy (Call) A-8

% Agents Busy (E-mail) A-9

% Agents Busy N/A (DND) A-9

% Agents Free A-9

% Agents Free (E-mail) A-9

% Agents Idle A-9

% Agents in Wrapup (Call) A-10

% Agents in Wrapup (E-mail) A-10

% Answered A-10, A-11

% Answered > 120s A-11

% Avg Answer Rate A-12, A-13

% Avg Answer Rate (E-mail) A-13

% Busy (Call) Time A-13

% Busy (E-mail) Time A-14

% Busy N/A (DND) Time A-14

% Calls Abandoned A-14

% Calls Identified A-14

% Calls In A-14

% Calls In Ans A-14

% Calls In Ans Ext A-14

% Calls In Ans Int A-15

% Calls In Completed A-15

% Calls In Ext A-15

% Calls In Int A-15

% Calls Out A-15

% Calls Out Ans A-15

% Calls Out Ans Ext A-15

% Calls Out Ans Int A-15

% Calls Out Completed A-16

% Calls Out Ext A-16

% Calls Out Int A-16

% Calls Overflowed In A-16

% Calls Overflowed Out A-16

% Calls Refused A-16

% Calls with Caller ID A-17

% DID Calls A-17

% E-mails ARM'd A-17

% E-mails Expired A-17

% E-mails In Ans A-17

% E-mails NRN'd A-17

% E-mails Processed A-17

% E-mails Refused A-17

% E-mails Rejected A-17

% E-mails Replied A-18

% Extension Time in Busy N/A A-18

% Extension Time in DND A-18

% Free (E-mail) Time A-18

% Free Time A-18

% In Answered Rate A-19

% In Answered Rate (E-mail) A-19

% Inbound Answered A-20

% Inbound Answered (E-mail) A-20

% Inbound Answered (External) A-21

% Inbound Answered (Internal) A-21

% Inbound DID A-21

% Inbound Identified A-21

% Inbound with Caller ID A-21

% Invalid Dialed Calls A-21

% Of All Abandoned A-22

% Of All Abandoned> 120s A-22

% Of All Answered A-22

% Of All Answered > 120s A-22

% Of All Calls Abandoned A-23

% Of All Calls Identified A-22

% Of All Calls In A-22

% Of All Calls In Ans A-22

% Of All Calls In Ans Ext A-23

% Of All Calls In Ans Int A-23

% Of All Calls In Completed A-23

% Of All Calls In Ext A-23

% Of All Calls In Int A-23

% Of All Calls Out A-23

% Of All Calls Out Ans A-23

% Of All Calls Out Ans Ext A-24

% Of All Calls Out Ans Int A-24

% Of All Calls Out Completed A-24

% Of All Calls Out Ext A-24

% Of All Calls Out Int A-24

Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised Revised Feb 2012 Page I-1

Index


% Of All Calls Overflowed In A-24

% Of All Calls Overflowed Out A-24

% Of All Calls Refused A-24

% Of All Calls With Caller ID A-25

% Of All Code 1-4 A-25

% Of All Cost A-25

% Of All Cost (In) A-25

% Of All Cost (Out) A-25

% Of All DID Calls A-25

% Of All E-mails ARM'd A-25

% Of All E-mails Expired A-25

% Of All E-mails In A-26

% Of All E-mails In Ans A-26

% Of All E-mails NRN'd A-26

% Of All E-mails Processe A-26

% Of All E-mails Refused A-26

% Of All E-mails Rejected A-26

% Of All E-mails Replied A-26

% Of All Invalid Dialed Calls A-26

% Of All Recoverable Calls A-26

% Of All Short Calls A-27

% Of All Total Call Time A-27

% Of All Total Call Time (E-mail) A-27

% Of All Total Ring Time A-27

% Of All Total Ring Time (E-mail) A-27

% Of All Total Talk Time A-27

% Of All Total Talk Time (E-mail) A-27

% Of All Unrecognized Calls A-27

% Of All Unreturned Abandoned Calls A-27

% Outbound Answered A-28

% Outbound Answered (External) A-28

% Outbound Answered (Internal) A-28

% Outbound Identified A-28

% Peak Used A-28

% Recoverable Calls A-28

% Service Level A-29, A-32

% Service Level (Call) A-30

% Service Level (E-mail) A-32

% Service Level 2 (Call) A-32

% Service Level Today A-32

% Short Calls A-33

% Time Busy (Call) A-33

% Time Busy (E-mail) A-33

% Time Busy N/A (DND) A-33

% Time Free A-33

% Time Free (E-mail) A-33

% Time in 'Busy N/A State n A-33

% Time In [DND State n] A-34

% Time in Unknown Busy N/A States A-34

% Time in Unknown DND States A-34

% Time Wrapup (Call) A-34

% Time Wrapup (E-mail) A-34

% Total E-mails ARM'd A-34

% Total E-mails Expired A-34

% Total E-mails NRN'd A-34

% Total E-mails Processed A-35

% Total E-mails Rejected A-35

% Total E-mails Replied A-35

% Total Hold Time A-35

% Total Inbound A-35

% Total Inbound (Contacts) A-36

% Total Inbound (E-mail) A-36

% Total Inbound (External) A-36

% Total Inbound (Internal) A-36

% Total Outbound A-36

% Total Outbound (External) A-36

% Total Outbound (Internal) A-36

% Total Ring Time A-36

% Total Ring Time (E-mail) A-36

% Total Talk Time A-36

% Total Talk Time (E-mail) A-36

% Trunk Busy Time A-37

% Unrecognized Calls A-37

% Unreturned Abandoned Calls A-37

% Wrapup (Call) Time A-37

% Wrapup (E-mail) Time A-38

A

Abandoned A-40

Abandoned > 120s A-40

Abandoned Call Rate A-39

Abandoned Calls A-39

Account Code A-40

Entered, Last 4-57

ACD

Hunt Groups 4-46

ACD Hunt Groups 4-46, A-40

Action 4-17

Actions 4-17

Agent A-40

Agent Description A-40

Agent E-mail A-41

Page I-2 Mitel® Customer Service Manager Technicians Handbook – Issue 6.0, Revised Revised Feb 2012

Index


Agent E-mail Address A-41

Agent ID A-41

Agent Last Handled By A-41

Agent Last Handled By Prev 1 A-41

Agent Last Handled By Prev 2 A-41

Agent Login Count A-41

Agent Previous 1 A-41

Agent Previous 2 A-41

Agent Status A-42

Agent Transferred From A-43

Agent Transferred To A-43

Agents Busy (Call) A-43

Agents Busy (E-mail) A-43

Agents Busy N/A (DND) A-43

Agents Free A-43

Agents Free (E-mail) A-43

Agents Idle A-43

Agents in Wrapup (Call) A-43

Agents in Wrapup (E-mail) A-43

Agents Logged In A-44

Agents Required A-44

Agents To Filter On 4-43

Agreement, License 5-9

Agt Ans On A-44

Agt Finished On A-45

Agt First Rang A-45

Agt Last Rang A-45

Agt Name Ans On A-45

Agt Name Finished On A-45

Agt Name First Rang A-45

Agt Name First Rang On A-45

Agt Name Last Rang A-45

Agt Name Last Rang On A-45

Agt Now On A-45

Alarms 4-29

All Calls In Progress A-45

All Calls Ringing A-45

Ans On A-46

Answered A-46, A-47

Answered > 120s A-47

Answered Calls? 4-52

Answered? A-47

Area Code 4-27

Auto Reporter Site 4-35

Average Cost A-47

Average Cost (In) A-47

Average Cost (Out) A-48

Average Extension Time in Busy N/A A-48

Average Extension Time in DND A-48

Average Time in 'Busy N/A State n A-48

Average Time In [DND State n] A-48

Average Time In DND State n A-48

Average Time in Unknown Busy N/A States A-48

Average Time in Unknown DND States A-48

Avg Abandon Rate A-49

Avg Abandon Time A-50

Avg Ans (In) Time A-51

Avg Ans Time (E-mail) A-51

Avg Answer Time A-51

Avg Busy (Call) Time A-52

Avg Busy (E-mail) Time A-52

Avg Busy N/A (DND) Time A-52

Avg Call (In) Time A-52

Avg Call (Out) Time A-52

Avg Call Time A-53

Avg Call Time (E-mail) A-53

Avg Current Ring Time A-53

Avg Extension Time in Busy N/A A-53

Avg Free (E-mail) Time A-53

Avg Free Time A-53

Avg In Rate A-54

Avg In Rate (E-mail) A-56

Avg Out Rate A-57

Avg Ring (Out) Time A-58

Avg Ring In/Out Time A-58, A-59

Avg Ring In/Out Time Now A-59

Avg Talk (In) Time A-59

Avg Talk (Out) Time A-60

Avg Talk Time A-60

Avg Talk Time (E-mail) A-60

Avg Time Busy (Call) A-61

Avg Time Busy (E-mail) A-61

Avg Time Busy N/A (DND) A-62

Avg Time Free A-62

Avg Time Free (E-mail) A-63

Avg Time in ’Busy N/A State n A-63

Avg Time in Unknown Busy N/A States A-63

Avg Time Wrapup (Call) A-64

Avg Time Wrapup (E-mail) A-64

Avg Wait (In) Time A-65

Avg Wait Time (E-mail) A-65

Avg Waiting Today A-66


Index


Avg Waiting Today (E-mail) A-66

Avg Wrapup (Call) Time A-66

Avg Wrapup (E-mail) Time A-66

B

Back 4-31

Batch Reporting 4-33

Busy Trunk Lines A-67

Bytes Received A-67

Bytes Received / Minute A-67

Bytes Sent A-67

Bytes Sent / Minute A-67

C

Calculate Statistics by Device 4-44

Calculate Statistics by Trunk Line 4-44

Call Annotation A-68

Call Answered By 4-45

Call Answered On 4-45

Call Control, Extension 4-39

Call Cost A-68

Call Currently On 4-45

Call Finished By 4-45

Call Finished On 4-45

Call First Rang At Extension/Group 4-45

Call First Rang at/ Dialed By 4-45

Call ID A-68

Call Identified? 4-53

Call on Hold? 4-53

Call Route 4-45

Call Segment A-68

Call Serial No A-68

Call Start Time A-68

Call Started Between 4-51

Call Status 4-52, A-68

Call Summary 4-29

Call Time A-69

Call Type A-69

Caller ID Received? 4-48, A-69

Calls Abandoned A-69

Calls Conf A-69

Calls Handled A-70

Calls Identified A-71

Calls In A-73

Calls In Ans A-74

Calls In Ans Ext A-75

Calls In Ans Int A-75

Calls In Completed A-76

Calls In Ext A-76

Calls In Int A-76

Calls On Extension A-76

Calls Out A-77

Calls Out Ans A-78

Calls Out Ans Ext A-78

Calls Out Ans Int A-78

Calls Out Completed A-78

Calls Out Ext A-79

Calls Out Int A-79

Calls Overflowed In A-79

Calls Overflowed Out A-80

Calls Queuing A-80

Calls Refused A-81

Calls Waiting A-81

Calls With Caller ID A-82

Channel, Extension A-83

Channel, Trunk A-83

Checking the Name Resolution 5-16

Choose Components 5-23

Code 1, 2, 3, or 4 A-84

Common Premium Features and OAI Version 5-6

Conditions 4-17

Configuring

Server 4-3

Server Using the Data Manager 5-18

Configuring CallViewer with Startup Wizard 4-26

Configuring Reporter 4-35

Configuring Reporter Real-Time with Startup Wizard 4-39

Connecting Server to the Telephone System 3-7

Connection Requirements, Network 2-5, 3-2

Contacts In A-84

Cost Area A-84

Cost Group A-84

Country Code 4-27

Cur Time On Duty A-85

Current Busy (Call) Time A-85

Current Busy (E-mail) Time A-85

Current Busy N/A (DND) Time A-85

Current Date A-85

Current Date / Time A-85

Current Free (E-mail) Time A-86

Current Free Time A-86


Index


Current Status A-86

Current Time A-86

Current Wrapup (Call) Time A-86

Current Wrapup (E-mail) Time A-86

Current Year A-86

D

Data Manager, Configuring Server 5-18

Day of Month A-87

Day of Week A-87

Default Mode 5-5

Description

agent A-87

device A-87

extension A-87

group A-87

Device A-87

Device Entry 4-4

Device Exit 4-4

Device Exit And Device Entry Together 4-7

Device Exit With Call Segmentation 4-5, 4-6

Device Exit With Call Segmentation (1) 4-5

Device Exit With Call Segmentation (2) 4-6

DID Calls A-88

DID Digits A-89

DID Received? A-89

Direct Dialed Only? 4-48

Direct Inward Dialing (DID) 4-48

Direction A-89

Direction & DID 4-48

DND Message A-89

Average Time In A-48

DND Text A-89

DNIS A-89

Duration 4-50

E

Edit 4-41

Filter 4-58

Editing a Filter 4-58

E-mail Address

agent A-90

hunt group A-90

E-mail Domain A-90

E-Mailing Reports 4-33

E-mails ARM'd* A-90

E-mails Busy A-90

E-mails Expired A-90

E-mails In A-90

E-mails In Ans A-90

E-mails NRN'd A-90

E-mails Processed A-90

E-mails Refused A-90

E-mails Rejected A-90

E-mails Replied A-91

E-mails Waiting A-91

Enabling Name Resolution 5-16

Events 4-33

Extension A-91

Extension For Call Control 4-39

Extension Last Handled By A-91

Extension Last Handled By Prev 1 A-91

Extension Last Handled By Prev 2 A-91

Extension Previous 1 A-91

Extension Previous 2 A-91

Extension Time in Busy N/A A-91

Extension Time in DND A-91

Extension/Group, Call First Rang At 4-45

Extensions To Filter On 4-43

F

Field 2 - 6 A-92

Field 2 - Field 6 A-92

Filter

Description 4-43

Edit 4-58

Inbound/Outbound 4-48

Remove 4-58

Filter Description 4-43

Filters 4-29

Finished On A-92

First Login At A-92

First Rang A-92

First Rang On A-92

Forward All A-92

Forward On No Answer And Busy A-93

Forward State A-93

Forward Unanswered A-94

Foward When Busy A-94

Full Time Agents A-94


Index


G

General 4-43

General Page 4-43

Global Options 4-29

Group A-95

Group Description A-95

Group E-mail Address A-95

Guide

Setup 6-2

H

Hold Time A-96

Home View 5-20

Hunt Group A-96

Hunt Groups 4-46

I

Identified? A-97

Import Field 2 to Import Field 6 4-54

Inbound Answered A-98

Inbound Answered (E-mail) A-99

Inbound Answered (External) A-99

Inbound Answered (Internal) A-99

Inbound Call Rate A-99

Inbound DID A-99

Inbound E-mail Rate A-100

Inbound Identified A-100

Inbound in Progress A-100

Inbound Lines Busy A-100

Inbound with Caller ID A-101

Information 4-54

Intelligent Router configuration requirements 4-14

Inter In A-101

Inter Out A-101

International Dial Code 4-27

Intra In A-102

Intra Out A-102

Invalid Dialed Calls A-103

Invalid Statistics-Related Problems 7-7

L

Last Account Code Entered 4-57

Last Call At A-104

Last Call Ended A-104

Last Call Ended At A-104

Last E-mail At A-104

Last E-mail Ended At A-104

Last Login At A-104

Last Logout At A-104

Last Rang A-104

Last Rang On A-104

Last Status Change At A-104

Last Updated A-104

License Agreement 5-9

Line Type A-104, A-105

Local Area Code 4-27

Local Toll Calls 4-27

Logged In At A-105

Logged In/Out At A-105

Login Count A-105

Long Distance Code 4-27

Longest Wait (E-mail) A-105

Longest Wait (In) A-106

Longest Waiting A-106

Longest Waiting (E-mail) A-106

M

Maintenance, Routine 5-16

Max Call Time A-107

Max Call Time (E-mail) A-107

Max Lines Busy A-107

Max Ring (Out) Time A-108

Max Talk Time A-108

Max Talk Time (E-mail) A-108

Maximum Cost A-108

Maximum Cost (In) A-109

Maximum Cost (Out) A-109

Min Call Time A-109

Min Call Time (E-mail) A-109

Min Ring (Out) Time A-110

Min Talk Time A-110

Min Talk Time (E-mail) A-110

Min Wait (In) Time A-111

Model Internal Calls (In) A-111

Model Internal Calls (Out) A-112


Index


N

Network Connection Requirements 2-5, 3-2

Network Up For A-113

Networking-Related Problems 7-4

No / Id A-113

Node Aware Mode 5-5

Node Status 6-21

Not Answered? A-113

Not First Rung? A-113

Now On A-92

O

On Hold For A-114

On Hold In Progress A-114

On Line A-114

Options, Global 4-29

Outbound Answered A-114

Outbound Answered (External) A-114

Outbound Answered (Internal) A-114

Outbound Call Rate A-114

Outbound Identified A-115

Outbound in Progress A-115

Outbound Lines Busy A-115

Override Mon? A-115

P

Packets Received A-116

Packets Received / Minute A-116

Packets Sent A-116

Packets Sent / Minute A-116

Pages, Duration 4-50

Placeholders 4-17

Previous State A-116

Q

Queue Position A-117

R

RealViewer Basics 4-29

Recoverable Calls A-118

Remove

Filter 4-58

Removing a Filter 4-58

Last Rang A-104

Report

Publishing 4-33

Schedules 4-33

Reset Ring Time On Alert? A-118

Ring Time 4-50, A-118

Ring Time (Seg) A-119

Ring/Wait Time Resetting 4-7

Ringing Out A-119

Roaming Agent ? A-119

Route Count A-119

Routed To A-119

Routine Maintenance 5-16

Rules 4-17

S

Seg On Alert? A-120

Seg On Div/Tr? A-120

Seg On Tr? A-120

Segment Flags A-120

Segment Start Time A-120

Server 6-1

Server Configuration 4-3

Setup Guide

Server 6-2

Short Calls A-121

Show Devices Logged In To These Groups 4-46

Show Devices Not Logged In To These Groups 4-47

Sites 4-33

SmartSync 5-18

Software Applications 2-3

Start Time A-121

Starting

Intelligent Router 4-15

RealViewer 4-31

Server 5-16

Starting CallViewer 4-25

Starting RealViewer 4-31

Starting Reporter 4-35

Starting Reporter Real-Time 4-39

Starting Server 5-16

Statistics 4-29

Statistics Table A-5

Status A-121


Index


Status Changed At A-121

Subject Text A-121

Support Services 2-10

T

Talk Time 4-50, A-122

Telephone Code 4-27

Telephone No. 4-54, A-122

Import Data A-122

Route Data A-122

Tiles 4-29

Time in 'Busy N/A State n A-122

Time In [DND State n] A-122

Time In Busy (Call) A-123

Time In Busy (E-mail) A-123

Time In Free A-124

Time in Free (E-mail) A-125

Time in Status A-125

Time in Unknown Busy N/A State A-125

Time in Unknown DND States A-125

Time In Wrapup (Call) A-125

Time in Wrapup (E-mail) A-126

Tot Time On Duty A-126

Total Active Calls A-126

Total Call (In) Time A-127

Total Call (Out) Time A-127

Total Call Time A-128

Total Call Time (E-mail) A-128

Total Call Time Now A-128

Total Call Time Now (E-mail) A-128

Total Calls A-128

Total Cost A-129

Total Cost (In) A-129

Total Cost (Out) A-129

Total E-mails ARM'd A-129

Total E-mails Expired A-129

Total E-mails NRN'd A-129

Total E-mails Processed A-130

Total E-mails Rejected A-130

Total E-mails Replied A-130

Total Hold Time 4-51, A-130

Total Hold Time Now A-130

Total Inbound A-131

Total Inbound (Contacts) A-131

Total Inbound (E-mail) A-131

Total Inbound (External) A-131

Total Inbound (Internal) A-131

Total Outbound A-131

Total Outbound (External) A-131

Total Outbound (Internal) A-132

Total Ring Time A-132

Total Ring Time (E-mail) A-133

Total Ring Time Now A-133

Total Ring Time Now (E-mail) A-133

Total Talk (In) Time A-133

Total Talk (Out) Time A-134

Total Talk Time A-134

Total Talk Time (E-mail) A-134

Total Talk Time Now A-135

Total Talk Time Now (E-mail) A-135

Total Time 4-51

Transferred Calls 4-56

Transferred From A-135

Transferred Into Group A-136

Transferred Out Of Group A-136

Transferred To A-136

Transferred Within HG A-137

Troubleshooting 7-1

Trunk

CTI Server A-137

external call A-137

Trunk Busy Minutes A-137

Trunk Description A-137

Trunk Lines 4-57

Trunks Required A-138

U

Unrecognized Calls A-139, A-140

Unreturned Abandoned Calls A-140

Updates Received A-141

Updates/Minute A-141

User A-141

User Ans On A-141

User Finished On A-141

User First Rang A-141

User First Rang On A-141

User Now On A-141

W

Welcome Page

Server 4-26, 4-31, 5-9


Index



Part No. 835.3272Release 6.0February, 2012