Report Samples - Tiger Communications · PDF filelevel budgeting and ratifying the ... Totals Overall category totals for the requested date/time period. Tiger 2020 - V5 Report Samples

Tiger 2020 Call Management System

Report Samples

3Tiger 2020 Call Management System - Report Samples

ContentsManagement Reports 4

Outgoing Traffic Analysis 4

Departmental Cost Summary 6

Departmental Usage Summary 7

Comparative Cost Summary 8

Comparative Cost Detail 10

Unknown Extensions 11

Zero Usage Extensions 12

Time of Day Analysis 13

Extension Usage Analysis 16

Departmental Usage Analysis 17

Incoming Reports 18

Departmental Incoming Summary 18

Departmental Call Volume 19

Extension Responses 20

Target Response Analysis 21

Operator Loading Report 23

Departmental Responses 24

Extension Ring Time Analysis 25

First Point Of Answer Response Time 26

First Point Of Answer Target Response Analysis 29

Extension Answer Performance 31

Departmental Answer Performance 32

Response Time 33

Department Target Response Analysis 36

Received Calls Per Extension 37

First point of Answer Target Response Time 38

Traffic Reports 40

Trunk Group Summary 40

Trunk Summary 42

Trunk Utilisation 43

Trunk Busy Period 46

Route Traffic 48

VoIP Utilisation 49

VoIP Quality of Service 52

High/Low Usage 54

High/Low Usage – Dialled Numbers 54

High/Low Usage – Extensions 55

High/Low Usage – CLI 56

High/Low Usage – Geographical 57

Call Detail 58

Call Detail 58

Departmental Call Summary 59

Call Information 60

Client Call Summary 61

Client Billing 61

Unallocated Client Calls 62

Authorisation Call Summary 63

Unallocated Authorisation Calls 64


Management Reports

Outgoing Traffic Analysis

The Outgoing Traffic Analysis will provide an overview of call traffic by carrier detailing the call spend broken down by call category, e.g. local, trunk, mobile, international, and time of day. Run on a monthly/quarterly basis, this report is ideal for high level budgeting and ratifying the carrier bill. In addition to the statistical report a pie chart is provided showing the breakdown by carrier or at carrier level identifying the percentage split by call category.

Report Column Explanation

Columns: Descriptions:

Carrier:FreeLocalNationalInternationalMobile

The carrier name and tariff structure split into the main categories of call:Free. Local, National, International, Mobile and Premium rates.

Calls/Duration/Cost Calls, their duration and cost are shown totalled by category into the main time bands of the day (09:00 – 13:00 Morning, 13:00 – 18:00 Afternoon, 18:00 – 09:00 Evening/night)

Totals Overall category totals for the requested date/time period.

Tiger 2020 - V5 Report Samples



Departmental Cost Summary

The Department Cost Summary will provide details of total and average call costs. This is available at extension, department or other hierarchic level as required and broken down by call category. The report can also include equipment costs configured against extensions or other hierarchic levels within the directory. Additional features of this report include configuration to use multiple currencies for international sites and to reflect the bill you provide to clients rather than cost to yourself, making this ideal for departmental billing purposes.


Cost Centre Name This may be a department or section heading or an extension number together with its primary user name. Grouping is by the Department or section with extensions indented

Average Cost The average cost of a single call for this individual cost centre

Call Category: Free/Local National International Mobile

The total calls and cost split into the main call categories as defined.

Fixed Costs These costs include configured line and equipment rentals for the period of the requested report (i.e. where rental has been configured for example for a period of three months then the fixed charge will represent the pro rata charge for the period of the report.)

Total: Calls Cost %Cost

Cost centre totals are shown in numbers of calls, cost and percentage of the overall cost for the whole report.


Departmental Usage Summary

The Departmental Usage Summary will provide details of all calls, i.e. incoming, outgoing and internal at extension, department or other hierarchic level as required and can be used to provide departmental managers with a comprehensive overview of their overall departmental call traffic.



Cost Centre Name This may be a department or section heading or an extension number together with its primary user name. Grouping is by the Department or section with extensions indented.Tandem call durations, call volumes and their costs are included at the switch level.

Incoming: Internal Call count and duration for received internal calls

Incoming: External Call count and duration for received external calls (this includes calls from other locations on the network and from the public network.

Outgoing: Internal Call count and duration for internal outbound calls

Outgoing: External Call count, duration and cost for external outbound calls

Totals Call count and duration for all made and received calls within the cost centre


Comparative Cost Summary

The Comparative Cost Summary will provide a definitive answer to questions such as “which is the most cost effective carrier for my European call traffic?” The Tiger 2020 can be configured with multiple carrier tariff tables against which selected call traffic can be costed. The report will display the calculated costs for all carriers selected and highlight the most cost effective. In addition to the statistical report a graphical display will present the calculated call costs for each selected carrier.


This report looks at Call Condition and includes either ‘Costed’ or ‘Valid’ only.


Carrier The carrier name and tariff structure

Cost / Saving Calls, their duration and cost are shown totalled by category.

Totals Overall category totals for the requested date/time period.



Comparative Cost Detail

The Comparative Cost Detail report will provide a breakdown of all the calls showing the cost based on your current tariff along with the costs of other tariffs installed on the system. This is so that comparisons can be made to determine the most effective carrier for the calls.


This report looks at Call Condition and includes either ‘Costed’ or ‘Valid’ only.


Day/ Date/ Time The day, date and time that the call was made

Duration How long the call lasted

Source The extension that initiated the call

Client Code The client code attributed to this call

Dialled Number The number dialled

Location The destination of the dialled number

Call Category The billing category as determined by the tariff

Call Outcome Indicates whether the call connected or the reason it did not (if indicated by the PBX).

Currency This is the currency that the country in question will use

Cost Cost based on the default tariff for the call

Alternate Tariffs The remaining columns will show the cost of the call for the tariff shown


Unknown Extensions

The Unknown Extensions report details any extensions which have been used over the reporting period, but which are not represented in the Tiger 2020 Call Management System directory definition. This report thus delivers a quick and easy reference listing for someone to update the Call Management System Department listing.



Extn The Extension number from which calls have been detected

Switch The PABX from which the calls on unknown extensions have been detected

Total

Calls Number of calls on this extension in the period

Duration Duration of the calls on this extension in the period

Cost Cost of calls on this extension in the period

Incoming Calls

Internal % Percentage inbound internal traffic of total on this extension

Internal Duration Inbound internal traffic duration on this extension

External % Percentage inbound internal traffic of total on this extension

External Duration Inbound internal traffic duration on this extension

Outgoing Calls

Internal % Percentage outbound internal traffic of total on this extension

Internal Duration Outbound internal traffic duration on this extension

External % Percentage outbound external traffic of total on this extension

External Duration Outbound external traffic duration on this extension


Zero Usage Extensions

The Zero Usage Report will show you any unused extensions along with their relevant departments and users for the reporting period selected.



Site Name Displays the name of the site in question

Extension Number Shows the extension in question

Switch Name Displays the name or location of the switch

Department Shows which department the extension is located in

User Name Who the primary user of the extension is


Time of Day Analysis

This report will show a summary of the incoming and outgoing calls broken down into 30 minute periods for a quick overview of performance and overall usage. The report also includes a graphical representation of the results making it easy to identify the busiest time periods and highlight any potential problems with staffing levels.



Time Time of day

Total Total amount of calls for that time period

Answered calls

Number Amount of answered calls in that time period

Avg Duration The average duration of each answered call

Avg Ring The average amount of time in seconds before the call was answered

Unanswered calls

Number Amount of unanswered calls in that time period

% Missed Percentage of the overall calls not answered

Avg Ring The average amount of time in seconds before the call was lost

Outgoing calls

Total Total number of outgoing calls

Avg Duration The average duration of each outgoing call




Extension Usage Analysis

The extension usage analysis report will show a summary of each extension’s incoming and outgoing usage along with the totals for the individual call categories. This report could therefore be used for monitoring productivity of individual users.



Extension The extension number in question

Primary User The name of the user assigned to the extension in the Tiger directory

Department The department that the extension is assigned to in the Tiger directory

Answered Calls

Number The total amount of answered calls

Avg Duration The average duration of these calls

Avg Ring The average time in seconds taken to answer the calls

Unanswered Calls

Number The total amount of unanswered calls

% Missed The percentage of the overall calls not answered

Avg Ring The average time in seconds before the call was lost

Outgoing Calls

Total The total amount of outgoing calls

Avg Duration The average duration of these calls

Call Category e.g. International

Number The total amount of calls for this category

Total Duration The total duration of the calls in this category


Departmental Usage Analysis

The Departmental Usage Analysis will provide a summary of the calls being made and received at department or other hierarchic level as required and can be used to provide departmental managers with a comprehensive overview of their overall departmental performance.



Cost Centre Name This may be a department or section heading or an extension number together with its primary user name. Grouping is by the Department or section with extensions indented. Tandem call durations, call volumes and their costs are included at the switch level.

Total Call count for incoming calls

Answered Calls

Number Call count for answered calls

Avg Duration The average call duration

Avg Ring The average time taken to answer the calls

Unanswered Calls

Number Call count for unanswered calls

% Missed The overall percentage of incoming calls that were unanswered

Avg Ring The average ring time before the call was missed

Outgoing Calls

Total Call count for outgoing calls

Avg Duration The average call duration


Incoming Reports

Departmental Incoming Summary

The Departmental Incoming Summary will provide details of incoming calls, at extension, department or other hierarchic level as required, broken down by call source and highlighting average response time and call duration. Totals are also given for specific flag conditions that can be determined from the switch, e.g. pickup, divert, etc. This report will provide a comprehensive overview of all incoming calls to a department.


This report looks at specific call conditions and includes either ‘Costed’ or ‘Valid’ only and have the following Outcome, Connected, NoAnswer, Busy, No Ring.


Cost Centre Name This may be a department or section heading or an extension number together with its primary user name. Grouping is by the Department or section with extensions indented.

Internal Intra PBX calls

Inter PBX Calls between PBX in the same network

External Calls from the public network (PSTN)

Within the above:

Calls The combined total of Answered + UnAnswered + UnAnswered Divert + UnAnswered Busy

Answered Call Outcome of Connected

UnAnswered Call Outcome of UnAnsweredTerminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging

UnAnswered Divert Call Outcome of either UnAnswered, Busy or No RingTerminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging

UnAnswered Busy Call Outcome of BusyTerminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging


Departmental Call Volume

The Departmental Call Volume Summary will provide details of incoming calls, at extension, department or other hierarchic level as required, broken down by call source and the volume of calls answered and unanswered in hourly intervals throughout the working day. This report will enable the departmental manager to assess that the call handling and routing is structured correctly within the switch and to identify appropriate staffing levels during the working day.


This report looks at specific call conditions and includes either ‘Costed’ or ‘Valid’ only and have either

a. Outcome of Connected

b. Outcome of NoAnswer, Busy, Do Not Disturb, Refused and a Terminating Reason of Normal.



Answered Call Outcome of Connected

UnAnswered Call Outcome is either NoAnswer, Busy, DoNotDisturb or RefusedTerminating reason is Normal

Total Complete Call Count and percentage of total calls for this cost centre

Total External Call Count and percentage of total calls for this cost centre which were external calls

Total Int / Net Call Count and percentage of total calls for this cost centre which were internal to the company i.e. internal calls or inter PBX.

07:00 – 08:00 etc Call totals for hourly slots through the day until 19:00 then 19:00 until 07:00am.


Extension Responses

The Extension Response Report will provide, by extension or console, the average response time both statistically and graphically, together with the number and percentage of calls answered within up to 5 user-definable answer thresholds, e.g. 0-5 seconds, 6-10 seconds, etc. This report will assist in assessing performance and increasing productivity in a service environment, e.g. help-desk, product enquiries, etc.


This report looks at specific call conditions and includes either ‘Costed’ or ‘Valid’ only


Extn Extension number for this line detail

Primary User Where more than one user is registered at an extension then one entry is nominated as the primary user to appear on reports (may commonly be a job title).

Department The name of the department or section relating to the extension concerned

Unans Calls Call count of calls flagged as ‘unanswered’

Answered Calls Call count of calls indicating they were answered

Average Response Time Average time to answer calls in seconds.

Responses >= Call response times greater than or equal to the configured values


Target Response Analysis

The Target Response report offers a graphical analysis of the level of service offered by the extensions or consoles selected for the report. The Target level is fully configurable and the accompanying textual information provides a more detailed look at each extension’s performance.


This report looks at specific call conditions and includes either ‘Costed’ or ‘Valid’ only


Date Date of calls in format DD/MM/YYYY

Not Included Call count of unanswered calls which had a ring time less than the configured value. These calls are considered too short to be answered and are therefore excluded from the report.

Total Calls The combined totals of Target + Over Target + Unanswered + Busy

Target Calls Number of calls answered within the configured target value

Target % Percentage of calls answered within configured target

Over Target Calls Number of calls answered outside the configured target value

Over Target % Percentage of calls answered outside configured target

Av. Answer Time The Average time to answer calls in seconds

Unanswered Calls Unanswered call count excluding those in the ‘Not included’ column

Unanswered % Percentage of calls with valid ring time which were not answered

Av. Ring Time The average time a caller rings before hanging up

Busy Calls The number of calls to extensions flagged as busy

Busy % The percentage of the total calls to busy extensions



Operator Loading Report

The Operator Loading report is designed to assist the user in monitoring staffing levels in a call centre or switchboard environment. This report takes in to account all inbound calls to a set of extensions/departments (defined by the filter being used) and will advise the amount of operators that would be needed to handle the calls over a user configurable handling time. The handling time can be altered on the grid stage of the report and includes both ring time and talk time.



Time Time slot start time in half hour slots in format HH:MM:SS

(First Selected Day) Day of week and date in format DD/MM/YYYY to a maximum of seven days

Calls Call count of calls received with the time slot

Reqd Ops Based on the configured Call Handling Time the suggested number of operators required to handle this volume of calls.

The page header also shows the Call Handling Time value as configured in seconds. The report footer shows the Average Call Duration and the Total of Unanswered calls for each day.


Departmental Responses

The Departmental Responses Report will provide, the average response time both statistically and graphically, together with the number and percentage of calls answered within up to 5 user-definable answer thresholds, e.g. 0-5 seconds, 6-10 seconds, etc.



Department The name of the department or section

Unans Calls Call count of calls flagged as ‘unanswered’

Answered Calls Call count of calls indicating they were answered

Average Response Time Average time to answer calls in seconds.

Responses >= Call response times greater than or equal to the configured values


Extension Ring Time Analysis

This report will display the ring time for the extension in a quick and easy to view format. The average ring time will display as a bar graph for quick and easy reference, whilst the rest of the data will break down into user definable time segments so the user can see how many calls where answered between 0-5 seconds 5-10 seconds etc.



Extn The Extension that has received the call

Primary user The user associated to that particular Extension

Total Calls The total calls received by that extension

Max Duration Displays the longest duration that the extension had a call for

Avg. Duration Displays the average duration for the total calls received by that extension

Max Ring Shows the longest ring time received by that extension

Average ring Time Shows in data and in graphical format the average ring time per extension in seconds

0 seconds Total calls answered between 0 and 5 seconds



15 seconds Total calls answered from 15 seconds upwards

The report footer shows the call types that have been excluded.


First Point Of Answer Response Time

The first point of answer report is used where calls are being sent to or received by a hunt group. In this environment the switch will attempt to pass the calls to the operators until it finds an agent that is free, this report will discount any initial attempts and will only show calls that have been answered, how long they took and who answered, along with the average and worst time.

This is useful in determining how many unique calls come into the group and also for looking at ring time from a customer perspective i.e. how long it takes for an incoming caller to speak to an operator.



Time Time slot start time in 1/4 hour slots in format HH:MM

Number of calls

Answered Shows how many calls where answered

Unanswered Shows how many calls where unanswered

Total Displays the total amount of calls answered and unanswered.

Answered % Shows the percentage of answered calls

Calls >5 sec Calls that where answered greater than 5 seconds

Calls >10 sec Calls that where answered greater than 10 seconds

Answer Time (sec)

Average The average time it take to answer a call against that extension

Worst The worst time recorded to answer a call against that extension




First Point Of Answer Target Response Analysis

This report is used where calls are being sent to or received by a hunt group. It is broken down by days and displays total calls received and whether they met the user configurable targets shown by totals and percentages.

You will also receive info on the amount of unanswered calls and the average time and average ring time.

Please note the ‘calls not included’ are based upon the user configurable response exclusion time, as indicated in bold on the report.

This report, like the First Point Of Answer Response Time, is useful in determining how many unique calls come into the group and also for looking at ring time from a customer perspective i.e. how long it takes for an incoming caller to speak to an operator.



Date Displays the date that the calls where made on

Not included Will display the total of calls that are not included in the stats

Total calls Shows the total calls that will produce the stats for the report

Target Calls Shows how many calls where answered within the Target time

Target % Displays the percentage of calls that made the target

Over Target Calls Shows how many calls where not answered with in the target time

Over Target % Represents the percentage of calls to miss the Target

Av. Answer Time Displays the Average time it takes to answer calls for that day

Unanswered calls Shows the volume of calls that where not answered on that day

Unanswered % The percentage of calls that where unanswered on that day

Av. Ring Time Shows the average ring time for the day

Busy Calls How many busy calls where recorded for the day

Busy% The percentage of busy calls (if you decide to display them in the report)



Extension Answer Performance

This report shows the performance of each extension for the incoming calls received. The data displayed shows the amount answered calls and the time taken to do so within user defined periods of time. Also shown by the report is the amount of calls lost by each extension, categorised by unanswered, busy or calls that were sent to voicemail.



User – Department Shows the user name and department the extension is assigned to

Called Number The originally dialled extension

Answer Point The extension that answered the call

Total Calls Total amount of incoming calls

Ans’d calls <=(X) Configurable field showing how many calls answered within the target

Ans’d calls <=(X) % Percentage of total calls answered within the target

Busy Calls The amount of calls unanswered due to the extension being busy

Busy Calls % Percentage of calls not answered due to the extension being busy

Unanswered Calls Amount of unanswered calls

Unanswered Calls % Percentage of unanswered calls

Answered in Seconds The amount of calls by total and percentage, divided into user definable time groupings

Voicemail The amount of calls that sent to voicemail by total and percentage



Departmental Answer Performance

This report shows the performance of each department for the incoming calls received. The data displayed shows the amount answered calls and the time taken to do so within user defined periods of time. Also shown by the report is the amount of calls lost by each department, categorised by unanswered, busy or calls that were sent to voicemail.



Department Shows the department in question

Total Calls Total amount of incoming calls

Ans’d calls <=(X) Configurable field showing how many calls answered within the target

Ans’d calls <=(X) % Percentage of total calls answered within the target

Busy Calls The amount of calls unanswered due to the extension being busy

Busy Calls % Percentage of calls not answered due to the extension being busy

Unanswered Calls Amount of unanswered calls

Unanswered Calls % Percentage of unanswered calls

Answered in Seconds The amount of calls by total and percentage, divided into user definable time groupings

Voicemail The amount of calls that were sent to voicemail, and of those how many left messages


Response Time

The Response Time Report can be generated on both operator and extension response times (switch dependent) and will provide statistics on a quarter-hour basis of total calls, answered or unanswered and the average and worst response times. Two threshold levels can be specified to highlight the number of calls answered exceeding these times. With the graphical display, in addition to the statistics, the information provided will give a clear picture of the busiest times of the day and assist the switchboard supervisor/departmental manager in ensuring that a first class level of service is offered at all times.



Time Time slots in quarter hour increments through the day in format HH:MM

Answered Call count of calls answered within this time slot

Unanswered Call count of calls unanswered within this time slot

Excluded Call count of calls which don’t have any valid response time (defined at end of report)

Total Total call count of the above three columns

% Answered The percentage of the total calls which were answered.

Calls > 5 sec Call count of calls which took longer than 5 seconds to answer (value may be configured)

Calls > 10sec Call count of calls which took longer than 10 seconds to answer (value may be configured)

Answer Time Average The average answer time of all the calls answered within the time slot

Answer Time Worst The worst response time detected within the calls in this time slot




Department Target Response Analysis

The Departmental Target Response report provides an analysis of the level of service offered by the departments, sub-departments or other hierarchal level selected for the report.

The report provides a comprehensive look at each departments incoming call performance and the target level is fully configurable to meet each Tiger user’s specifications.



Not Included Call count of unanswered calls which had a ring time less than the configured value. These calls are considered too short to be answered and are therefore excluded from the report.

Total Calls The combined totals of Target + Over Target + Unanswered + Busy

Target Calls Number of calls answered within the configured target value

Target % Percentage of calls answered within configured target

Over Target Calls Number of calls answered outside the configured target value

Over Target % Percentage of calls answered outside configured target

Av. Answer Time The Average time to answer calls in seconds

Unanswered Calls Unanswered call count excluding those in the ‘Not included’ column

Unanswered % Percentage of calls with valid ring time which were not answered

Av. Ring Time The average time a caller rings before hanging up

Busy Calls The number of calls to extensions flagged as busy


Received Calls Per Extension

This report shows a summary of the amount of calls received by each extension on a daily basis. This enables you to easily monitor how many calls are being answered or missed, the time users spend on the phone, how long they take to answer incoming calls and the overall amount of phone traffic received.



Extension Number Extension number in question

Call Date Date that the call was made

Answered Calls Number of answered calls on this date

Unanswered Calls Number of unanswered calls on this date

Total Response The total response time of the connected calls

Average response The average response time of the connected calls

Total Talk Time The total duration of the calls once connected

Average Talk Time The average duration of the connected calls


First point of Answer Target Response Time

This report is used where calls are being sent to or received by a hunt group and is broken down into quarter hourly segments displaying total calls received and whether they have met targets displayed by totals and percentages. This can then therefore be useful in identifying busy time periods and adjust staffing levels accordingly.

You will also receive information on the amount of unanswered calls and the average time and average ring time.

Please note the ‘calls not included’ are based upon the user configurable response exclusion time, as indicated in bold on the report.



Time The time of day broken down into fifteen minute segments

Not included Will display the total of calls that are not included in the stats

Total calls Shows the total calls that will produce the stats for the report

Target Calls Shows how many calls where answered within the Target time

Target % Displays the percentage of calls that made the target

Over Target Calls Shows how many calls where not answered with in the target time

Over Target % Represents the percentage of calls to miss the Target

Av. Answer Time Displays the Average time it takes to answer calls for that day

Unanswered calls Shows the volume of calls that where not answered on that day

Unanswered % The percentage of calls that where unanswered on that day

Av. Ring Time Shows the average ring time for the day

Busy Calls How many busy calls where recorded for the day




Traffic Reports

Trunk Group Summary

A summary of each trunk group showing if maximum capacity was reached, the number of configured trunks in the group, together with stats about the group occupancy and model bandwidth.



Max Capacity State Asterisk ‘*’ if maximum capacity reached or blank otherwise

Trunk Group Name As configured by the system administrator or ‘Auto configured’

Trunk Group Number The group number as processed from the call records using the group and member settings for the PBX in the directory definition

PBX Name As configured in the directory definition

PBX Node ID The PBX node against which the calls were processed

Trunk Group Type The Group type as configured in the directory definition

Configured Trunks Number of trunks configured in this group (in the directory definition)

Maximum Concurrent Calls The maximum number of simultaneous calls on this group of trunks for the period being reported

Time at Max Capacity The duration for which the Maximum Concurrent calls above occurred

Max Capacity % MaxCapacity% = Time At Max Capacity in Seconds / Reporting Days * Seconds in a day( 86400 ) * 100

Model KBps Bandwidth The model bandwidth in the maximum capacity period,calculated in Kilo Bytes per second (KBps) based on the selected model codec bit rate and packets per second (PPS)

Total Calls The total number of both inbound and outbound calls on this trunk group during the requested report period

Total Occupancy The total connected time duration of all calls (inbound and outbound) for this trunk group during the requested report period

NB Further to the above columns the user also turn on separate columns for inbound and outbound call totals and occupancy. It should be noted however that all information cannot then be fitted on the page and that alternatively other columns may be switched off or the report may be directly output to CSV file instead of being formatted for printing

41Tiger 2020 Call Management System - Report Samples 41Tiger 2020 Call Management System - Report Samples

Report Column Explanation when the option ‘Include Date detail’ is selected:

A summary for each trunk group , summarised for each day in the date range selected, showing if the maximum capacity was reached, the number of configured trunks in the group, together with stats about the group occupancy and model bandwidth.


Max Capacity State Asterisk ‘*’ if maximum capacity reached or blank otherwise NB there is no heading but an asterisk indicates this state was reached

Date The date of this individual day’s summary

Maximum Concurrent Calls The maximum number of simultaneous calls on this group of trunks for the period being reported

Maximum Time Capacity The duration for which the Maximum Concurrent calls above occurred

Maximum Capacity % MaxCapacity% = Time At Max Capacity in Seconds / Reporting Days * Seconds in a day( 86400 ) * 100

Maximum Model KBps Bandwidth

The model bandwidth in the maximum capacity period,calculated in Kilo Bytes per second (KBps) based on the selected model codec bit rate and packets per second (PPS)

Configured Trunks Number of trunks configured in this group (in the directory definition)

Incoming

- Calls The total number of inbound calls on this trunk group during the requested report period

- Occupancy The total connected time duration of all inbound calls for this trunk group during the requested report period

Outgoing

- Calls The total number of outbound calls on this trunk group during the requested report period

- Occupancy The total connected time duration of all outbound calls for this trunk group during the requested report period

Total

- Calls The total number of both inbound and outbound calls on this trunk group during the requested report period

- Occupancy The total connected time duration of all calls (inbound and outbound) for this trunk group during the requested report period


Trunk Summary

The Trunk Summary is an ideal report to identify faulty, under-utilised or zero-usage trunks. The report will provide line totals by trunk type, i.e. both-way, ddi, etc, with a breakdown by incoming and outgoing calls.



Trunk The Trunk number containing the main trunk group number followed by the trunk index.

Incoming

Calls The number of calls inbound on this particular trunk

Ansd The number of inbound calls which were answered on this trunk

Unansd The number of inbound calls which were unanswered on this trunk

Duration The total duration of inbound calls on this trunk

Outgoing

National/Local/Free Calls outbound to National or Local or Free numbers summarised by Calls, their Duration and Cost

International Calls outbound to International numbers summarised by Calls, their Duration and Cost

Mobile Calls outbound to Mobile numbers summarised by Calls, their Duration and Cost

Totals

Calls Number of calls in each category

Duration Duration of the calls in each category

Cost Cost of calls in this category


Trunk Utilisation

The Trunk Utilisation Report can be generated on user-defined groups of trunks and will provide statistics on a quarter-hour basis detailing the volume of incoming and outgoing calls, total and percentage occupancy. With the graphical display, in addition to the statistics, the information provided will assist the telecommunications manager in identifying the peak occupancy on a particular route and ensuring that the switch is running at an optimum performance level. The modelling feature will assist in future planning by offering the facility to manipulate the number of trunks and display the actual traffic over greater or fewer trunks.


N.B. The report header notes that the values in this report refer to the number of calls in progress. It is important to remember this as a single call on a trunk may span a number of quarter hour segments

Major call counts are shown at the head of the page if these are required.


Time The time of day on quarter hour slots of format HH:MM

Number of calls IN PROGRESS

Incoming The number of inbound calls IN PROGRESS during this quarter of an hour

Outgoing The number of outbound calls IN PROGRESS during this quarter of an hour

Continuation These counts denote that the trunk was in use as part of a call which was re-routed in some form. These types are defined at the foot of the report where it is explained that these are not counted as part of the total call count.

Total Calls The total number of calls IN PROGRESS during this quarter of an hour

Total Occupancy The total duration of time that trunks were in use during the period in the format HHHH:MM:SS

Average Line Occupancy The total occupancy as defined above divided by the total number of trunks involved.

Total Occupancy % The total occupancy divided by the total possible occupancy for these specific set of trunks shown as a percentage.




Trunk Busy Period

The Trunk Busy Period Report will assist the telecommunications manager in identifying the busiest period and peak occupancy, on a specific group of trunks, e.g. DDI, BT trunks. The busy period is user-definable, e.g. 5 minutes, 15 minutes, 30 minutes, etc. The statistics provided include the total and busy period occupancy, percentage occupancy in the busy period and percentage of the total traffic occurring in the busy period. A graphical display plots the busy period for each day selected clearly highlighting daily call patterns.


The report header shows the busy period in use (1 to 60 minutes) and the number of trunks


Date In format DD/MM/YYYY

Total Occupancy The total duration of call time on these trunks for the period

Total Calls The total number of calls on these trunks for the period

Busiest Period Beginning The start time of the busiest period of the day

Busy Occupancy The total duration of call time on these trunks for the busy period

% Traffic in Busy Period The above Busy Occupancy expressed as a percentage of the traffic for the whole day

% GOS Obtained The percentage of the Grade Of Service obtained (for many systems no calls will be blocked). If there are insufficient trunks for this type of call this will be reflected in a non-zero %GOS obtained.

Trunks Reqd. For specified % GOS

The user can specify the % GOS (normally in the range 5% to 0.01%) for which this field will indicate the number of trunks required to achieve this. N.B. A 5% GOS indicates 5 call rejections in 100. A 0.01 GOS indicates 1 call rejection in 10,000.

Percentage Occupancy in the Busy Period

The actual occupancy in the busy period divided by the maximum possible occupancy shown as a percentage value and as a histogram.



Route Traffic

The Route Traffic Report can be generated based on a user-defined set of dialling codes/specific numbers and will highlight the total number of outgoing calls, total call duration and total cost for each code/number. This will enable the telecommunications manager to assess viability of alternative carriers on specific routes; by selecting various country codes, or to ascertain the total call traffic and call spend to all UK regional offices, by selecting their specific dialled numbers. The report will also show incoming calls from the selected codes/numbers, i.e. the CLI, if presented from the switch. In the latter example of analysis of UK regional office traffic the incoming information will highlight the volume of calls received from each office, and with the ability to sort on the volume and duration fields, will immediately show the office placing the most calls or taking the most call time.



Site Site code of traffic

Access The access code used for this route

Digits The route code (this may have been specified as a complete dialled number or as just the STD code)

Destination The name for this route as specified in the Route ‘Saveset’ table.

Out Calls The total number of outbound calls detected on this route

Out Cost The total cost of outbound calls on this route

Out Drtn The total duration of outbound calls on this route – format HH:MM:SS

Total Calls The total number of all calls on this route

Total Cost The total cost of all calls on this route

Total Drtn The total duration of all calls on this route – format HH:MM:SS


VoIP Utilisation

The VoIP utilisation report shows the voice over IP traffic in 15 minute time slots. The report can be customised so that a user can choose the codec type, bandwidth & packets that they currently have configured, and use this to compare to the speed used by different codec’s. This can then help to identify the most effective codec for the volume of traffic handled by the phone system.



Available KBpS Bandwidth User configurable field

Time Time of day in 15 minutes intervals

Total Calls Total amount of calls made within this time period

Total Occ Time Total occupancy time for the time period

Actual KBpS Total Kilobytes per second from your current configuration

% Actual KBpS Percentage of your total bandwidth being used

Model KBpS Kilobytes per second if you were to use the codec selectable at grid stage

% Model KBpS Percentage of the total bandwidth that would be used if you used the codec selectable

Total Cost The total cost of all calls on this route

Total Drtn The total duration of all calls on this route – format HH:MM:SS




VoIP Quality of Service

The VoIP quality of service report uses switch specific optional features* to allow the user to determine the quality of their VOIP traffic. It provides the latency, jitter and the mean opinion score over 15 minute time intervals so that a user can establish if any distortion or faults on the lines were due to the telephone switch or an external source.

*You will need to refer to your switch maintainer to ascertain whether this output is available.



Time Time of day in fifteen minute segments

Call Count Amount of calls within this time period

Latency (milliseconds) Average Max

Time taken for voice packets to reach its destination

Jitter (milliseconds) Average Max

The variation in the time between packets arriving.

MOS Average Min

(Mean Opinion Score) A numerical indication of the quality of the call



High/Low Usage

High/Low Usage – Dialled Numbers

The High/Low Usage Report on Dialled Numbers will provide an analysis of the numbers dialled most frequently, those incurring the most cost or the longest duration. This report will assist in identifying numbers that should be programmed for speed-dialling, possible routes for alternative carriers or dedicated circuits. In addition, the report will highlight potentially fraudulent use of the network.



(Sequence Number) Line item sequence number


Access Code The number used to access a trunk. The default normally being ‘9’. This number often denotes the carrier which may be a private network.

Destination Name The destination of the dialled number of an outbound call or the origin of an inbound call as looked up in the STD list contained in the reference tables.

Charge Band The particular carrier charge banding as defined in the systems tariff tables for this call.

Call Volume The number of calls of this type which were detected. The report may be sequenced by this number.

Cost The total cost for all of these particular calls. The report may be sequenced by this value.

Duration The total duration for all of these particular calls. The report may be sequenced by this value.


High/Low Usage – Extensions

The High/Low Usage Report on Extensions will provide an analysis of the extensions making the most calls, those incurring the most cost or spending the most time on the telephone. The call totals are broken down by percentage over the category of call, e.g. incoming internal and external, outgoing internal and external. The Low Usage Report will immediately highlight spare extensions or those with very low volumes of call traffic.



(Sequence Number) Line item sequence number

Extn Primary User [Department] The extension number concerned together with the primary user name for that extension with department name shown in brackets.

Total

Calls The number of calls of this type which were detected. The report may be sequenced by this number.

Duration The total duration for all of these particular calls. The report may be sequenced by this value.

Cost The total cost for all of these particular calls. The report may be sequenced by this value.

Incoming Calls - Internal

% The percentage of calls for this extension which incoming internal

Duration The total duration of calls for this extension which incoming internal

Incoming Calls - External

% The percentage of calls for this extension which incoming external

Duration The total duration of calls for this extension which incoming external

Outgoing Calls - Internal

% The percentage of calls for this extension which outgoing internal

Duration The total duration of calls for this extension which outgoing internal

Outgoing Calls - External

% The percentage of calls for this extension which outgoing external

Duration The total duration of calls for this extension which outgoing external


High/Low Usage – CLI

The High/Low Usage Report on CLI (Calling Line Identity) will provide an analysis of the most frequent incoming callers or those with the longest total call duration. This report will assist in identifying customer calling patterns, and, by utilising the query filters to select unanswered calls, will highlight potential unanswered customer calls.



CLI Number The Calling Line Identity (source number) of inbound calls to the PABX concerned

Destination Name The description held within the reference tables for calls on this route

Call Category The billing category as determined by the tariff


Call Volume The number of calls on this route

Average Response The average response to calls inbound from this source or route

Average Duration The average duration of calls inbound from this source or route

Total Cost Not currently applicable

Total Duration The total duration of all calls from this source


High/Low Usage – Geographical

The High/Low Usage Geographical report will provide an analysis of the geographic areas for incoming or outgoing calls. This report will assist in identifying customer calling patterns.



Digits These are the STD Codes that Tiger will use to determine the location

Destination The destination of the dialled number of an outbound call or the origin of an inbound call as looked up in the STD list contained in the reference tables.


Outgoing calls The number of outgoing calls to a destination

Outgoing cost The total cost of all calls to that destination

Outgoing Duration The average duration of calls outbound to this destination

Outgoing meter pulses This would show the total meter pulses used for the calls if it where active on the switch

Incoming calls The total duration of all calls from this source

Incoming Duration The total duration of all incoming calls from this source

Total calls The total calls for incoming and outgoing calls to a particular location

Total cost The total cost of calls to a particular location

Total Duration The total duration of calls to and from a particular location


Call Detail

Call Detail

The Call Detail Report is designed to show extensive information about every individual call made. As there is so much information available the report is fully customisable, columns can be resized, added and removed to suit the individual’s requirement at the time.

It is ideally used in conjunction with the larger scale Management reports in order to investigate, for example, specific extension or trunk usage more closely.


The available columns are shown below though normally a number of these will be turned off on any individual system.


Day First three letters of the day of the week.

Date Call date in format DD/MM/YYYY

Time Call time in format HH:MM:SS

Source The originating extension or trunk

Destination Destination extension or trunk

Destination Name The destination based on the std

Access The number used to access a trunk. The default normally being ‘9’.

Dialled Number/CLI The outgoing/incoming number

Location Location of the dialled or incoming number

Ring Time Amount of time in seconds before the call was answered or disconnected

Init. Reason The method in which the call initiated

Term. Reason The method in which the call terminated

Call Outcome The outcome of the call i.e. connected or not answered

Switch Duration The total duration of the call including the ring time and talk time

Cost The cost of the call based on the tariff applied


Departmental Call Summary

The Departmental Call Summary Report is customisable to provide a summary of usage at departmental and extension level and can also be configured to include the call details of the individual calls in date and time sequence by extension. This report may be produced regularly, for each departmental manager, to highlight high cost or high duration calls.




Calls Only shown on totals lines giving the total call count for this cost centre

Meter Units Only shown on totals lines giving the total meter pulse count for the cost centre (this value only applies to sites which have meter pulse indication on trunks)

Cost The cost of the call or calls (zero for inbound) normally excluding any tax. The format is as defined by the regional settings of the system

Duration The duration of the call or calls in the format (HH)HH.MM.SS


Call Information

The Call Information Report is designed to show extensive information about every individual call made. This report can be used for tracing multiple legged calls due to the wide selection of columns available, such as the transferred from/to and the linkage ID columns which allow you to see where calls originated or were forwarded to. As there is so much information available the report is fully customisable, columns can be resized, added and removed to suit the individual’s requirement at the time.


The available columns are shown below though normally a number of these will be turned off on any individual system.


Date Call date in format DD/MM/YYYY

Time Call time in format HH:MM:SS

Caller The originating extension or trunk

Called Switch The switch used for the call as named by the directory

Called Destination extension or trunk

Ring Time Amount of time in seconds before the call was answered or disconnected

Talk Time The connected time of the call

Init. Reason The method in which the call initiated

Term. Reason The method in which the call terminated

Outcome The outcome of the call i.e. connected or not answered

Transfer From The extension number the call was transferred from

Transfer To The extension number the call was transferred to

Record Type The direction of the call


Client Billing

Client Call Summary

This report provides information and costing on call data from switches that support Client codes for users. It can be configured to show the actual call cost or to display an uplifted rate in order to bill clients at a higher rate or to cover costs. The Client Code Call detail report looks similar to the call detail report, but orders by Client or Authorisation code instead.



Client Either the Client Code or name is displayed depending on configuration

Extension Summary lines of outbound calls made using the above client code

Calls Total of calls made against this client code

Meter Units Total of meter units registered to this client code

Cost Total cost of calls having this client code

Duration Total duration of calls having this client code in format (HH)HH:MM:SS

VAT (separate line) Value Added Tax (using configured VAT rate) for this customer’s calls

Total Including VAT Total Cost of calls for this client including the VAT


Unallocated Client Calls

This report shows call details for each individual call for the departments/extensions, which meet the criteria of the filter and that have not had a client code assigned to them.



Client Code Either the Client Code or name is displayed depending on configuration



Date / Time Date of calls in format DD/MM/YYYY








Authorisation Call Summary

This report shows information and costing on call data from switches that support Authorisation codes for users. It can be configured to show the actual call cost or to display an uplifted rate in order to bill clients at a higher rate or to cover costs.



Authorisation Either the Authorisation Code or name is displayed depending on configuration


Calls Total of calls made against this client code




VAT (separate line) Value Added Tax (using configured VAT rate) for this customer’s calls

Total Including VAT Total Cost of calls for this client including the VAT


Unallocated Authorisation Calls

This report shows call details for each individual call for the departments/extensions, which meet the criteria of the filter and that have not had an authorisation code assigned to them.



Date Date of calls in format DD/MM/YYYY



Time Time of day







* Please note, availability of any of the reports shown in this document is dependent upon your telephony system, and some may require the purchase of additional licensing. If in doubt, please contact your Tiger Account Manager.

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06/11/2013/0494

Documents

Report Samples - Tiger Communications · PDF filelevel budgeting and ratifying the ... Totals Overall category totals for the requested date/time period. Tiger 2020 - V5 Report Samples