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2Tiger 2020 Call Management System - Report Samples
ContentsManagement Reports 3
Outgoing Traffi c Analysis 3
Departmental Cost Summary 5
Departmental Usage Summary 6
Comparative Cost Summary 7
Comparative Cost Detail 9
Unknown Extensions 10
Zero Usage Extensions 11
Incoming Reports 12
Departmental Incoming Summary 12
Departmental Call Volume 13
Extension Responses 14
Operator Loading Report 15
Departmental Responses 16
Extension Ring Time Analysis 17
Extension Answer Performance 18
Departmental Answer Performance 19
Response Time 20
Traffi c Reports 23
Trunk Summary 23
Trunk Utilisation 24
Trunk Busy Period 27
Route Traffi c 29
High/Low Usage 30
High/Low Usage – Dialled Numbers 30
High/Low Usage – Extensions 31
High/Low Usage – CLI 32
High/Low Usage – Geographical 33
Call Detail 34
Call Detail 34
Departmental Call Summary 35
Client Billing 36
Client Call Summary 36
Unallocated Client Calls 37
Authorisation Call Summary 38
Unallocated Authorisation Calls 39
3Tiger 2020 Call Management System - Report Samples
Management Reports
Outgoing Traffi c Analysis
The Outgoing Traffi c Analysis will provide an overview of call traffi c 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:
Free
Local
National
International
Mobile
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 - Report Samples
5Tiger 2020 Call Management System - 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 confi gured
against extensions or other hierarchic levels within the directory. Additional features of this report include confi guration to use
multiple currencies for international sites and to refl ect the bill you provide to clients rather than cost to yourself, making this ideal
for departmental billing purposes.
Columns: Descriptions:
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 defi ned.
Fixed Costs These costs include confi gured line and equipment rentals for the period of the requested report (i.e.
where rental has been confi gured for example for a period of three months then the fi xed 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.
6Tiger 2020 Call Management System - Report Samples
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 traffi c.
Report Column Explanation
Columns: Descriptions:
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
7Tiger 2020 Call Management System - Report Samples
Comparative Cost Summary
The Comparative Cost Summary will provide a defi nitive answer to questions such as “which is the most cost effective carrier
for my European call traffi c?” The Tiger 2020 can be confi gured with multiple carrier tariff tables against which selected call
traffi c 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.
Report Column Explanation
This report looks at Call Condition and includes either ‘Costed’ or ‘Valid’ only.
Columns: Descriptions:
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.
9Tiger 2020 Call Management System - Report Samples
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.
Report Column Explanation
This report looks at Call Condition and includes either ‘Costed’ or ‘Valid’ only.
Columns: Descriptions:
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
10Tiger 2020 Call Management System - Report Samples
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 defi nition. This report thus delivers a quick and easy reference
listing for someone to update the Call Management System Department listing.
Report Column Explanation
Columns: Descriptions:
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 traffi c of total on this extension
Internal Duration Inbound internal traffi c duration on this extension
External % Percentage inbound internal traffi c of total on this extension
External Duration Inbound internal traffi c duration on this extension
Outgoing Calls
Internal % Percentage outbound internal traffi c of total on this extension
Internal Duration Outbound internal traffi c duration on this extension
External % Percentage outbound external traffi c of total on this extension
External Duration Outbound external traffi c duration on this extension
11Tiger 2020 Call Management System - Report Samples
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.
Report Column Explanation
Columns: Descriptions:
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
12Tiger 2020 Call Management System - Report Samples
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
specifi c fl ag 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.
Report Column Explanation
This report looks at specifi c call conditions and includes either ‘Costed’ or ‘Valid’ only and have the following Outcome,
Connected, NoAnswer, Busy, No Ring.
Columns: Descriptions:
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 UnAnswered
Terminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging
UnAnswered Divert Call Outcome of either UnAnswered, Busy or No Ring
Terminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging
UnAnswered Busy Call Outcome of Busy
Terminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging
13Tiger 2020 Call Management System - Report Samples
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 staffi ng levels during the working day.
Report Column Explanation
This report looks at specifi c 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.
Columns: Descriptions:
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.
Answered Call Outcome of Connected
UnAnswered Call Outcome is either NoAnswer, Busy, DoNotDisturb or Refused
Terminating 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.
14Tiger 2020 Call Management System - Report Samples
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-defi nable 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.
Report Column Explanation
This report looks at specifi c call conditions and includes either ‘Costed’ or ‘Valid’ only
Columns: Descriptions:
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 fl agged 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 confi gured values
15Tiger 2020 Call Management System - Report Samples
Operator Loading Report
The Operator Loading report is designed to assist the user in monitoring staffi ng levels in a call centre or switchboard
environment. This report takes in to account all inbound calls to a set of extensions/departments (defi ned by the fi lter being used)
and will advise the amount of operators that would be needed to handle the calls over a user confi gurable handling time. The
handling time can be altered on the grid stage of the report and includes both ring time and talk time.
Report Column Explanation
Columns: Descriptions:
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 confi gured 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 confi gured in seconds.
The report footer shows the Average Call Duration and the Total of Unanswered calls for each day.
16Tiger 2020 Call Management System - Report Samples
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-defi nable answer thresholds, e.g. 0-5 seconds, 6-10 seconds, etc.
Report Column Explanation
Columns: Descriptions:
Department The name of the department or section
Unans Calls Call count of calls fl agged 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 confi gured values
17Tiger 2020 Call Management System - Report Samples
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 defi nable time segments so the user
can see how many calls where answered between 0-5 seconds 5-10 seconds etc.
Report Column Explanation
Columns: Descriptions:
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
5 seconds Total calls answered between 5 and 10 seconds
10 seconds Total calls answered between 10 and 15 seconds
15 seconds Total calls answered from 15 seconds upwards
The report footer shows the call types that have been excluded.
18Tiger 2020 Call Management System - Report Samples
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 defi ned 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.
Report Column Explanation
Columns: Descriptions:
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) Confi gurable fi eld 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 defi nable time groupings
Voicemail The amount of calls that sent to voicemail by total and percentage
Busy% The percentage of busy calls (if you decide to display them in the report)
19Tiger 2020 Call Management System - Report Samples
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 defi ned 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.
Report Column Explanation
Columns: Descriptions:
Department Shows the department in question
Total Calls Total amount of incoming calls
Ans’d calls <=(X) Confi gurable fi eld 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 defi nable time groupings
Voicemail The amount of calls that were sent to voicemail, and of those how many left messages
20Tiger 2020 Call Management System - Report Samples
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 specifi ed 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 fi rst class level of service is offered at all times.
Report Column Explanation
Columns: Descriptions:
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 (defi ned 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 confi gured)
Calls > 10sec Call count of calls which took longer than 10 seconds to answer (value may be confi gured)
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
23Tiger 2020 Call Management System - Report Samples
Traffi c Reports
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.
Report Column Explanation
Columns: Descriptions:
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
24Tiger 2020 Call Management System - Report Samples
Trunk Utilisation
The Trunk Utilisation Report can be generated on user-defi ned 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 traffi c over greater
or fewer trunks.
Report Column Explanation
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.
Columns: Descriptions:
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 defi ned 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 defi ned above divided by the total number of trunks involved.
Total Occupancy % The total occupancy divided by the total possible occupancy for these specifi c set of trunks shown as
a percentage.
27Tiger 2020 Call Management System - Report Samples
Trunk Busy Period
The Trunk Busy Period Report will assist the telecommunications manager in identifying the busiest period and peak occupancy,
on a specifi c group of trunks, e.g. DDI, BT trunks. The busy period is user-defi nable, 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 traffi c occurring in the busy period. A graphical display plots the busy period for each day selected clearly highlighting
daily call patterns.
Report Column Explanation
The report header shows the busy period in use (1 to 60 minutes) and the number of trunks
Columns: Descriptions:
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
% Traffi c in Busy Period The above Busy Occupancy expressed as a percentage of the traffi c 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 insuffi cient trunks for this type of call this will be refl ected in a non-zero %GOS obtained.
Trunks Reqd. For specifi ed %
GOS
The user can specify the % GOS (normally in the range 5% to 0.01%) for which this fi eld 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.
29Tiger 2020 Call Management System - Report Samples
Route Traffi c
The Route Traffi c Report can be generated based on a user-defi ned set of dialling codes/specifi c 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 specifi c routes; by selecting various country codes, or to ascertain the total
call traffi c and call spend to all UK regional offi ces, by selecting their specifi c 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
offi ce traffi c the incoming information will highlight the volume of calls received from each offi ce, and with the ability to sort on the
volume and duration fi elds, will immediately show the offi ce placing the most calls or taking the most call time.
Report Column Explanation
Columns: Descriptions:
Site Site code of traffi c
Access The access code used for this route
Digits The route code (this may have been specifi ed as a complete dialled number or as just the STD code)
Destination The name for this route as specifi ed 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
30Tiger 2020 Call Management System - Report Samples
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.
Report Column Explanation
Columns: Descriptions:
(Sequence Number) Line item sequence number
Dialled Number The number dialled
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 defi ned 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.
31Tiger 2020 Call Management System - Report Samples
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 traffi c.
Report Column Explanation
Columns: Descriptions:
(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
32Tiger 2020 Call Management System - Report Samples
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 fi lters
to select unanswered calls, will highlight potential unanswered customer calls.
Report Column Explanation
Columns: Descriptions:
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
Currency This is the currency that the country in question will use
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
33Tiger 2020 Call Management System - Report Samples
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.
Report Column Explanation
Columns: Descriptions:
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.
Currency This is the currency that the country in question will use
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
34Tiger 2020 Call Management System - Report Samples
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, specifi c extension
or trunk usage more closely.
Report Column Explanation
The available columns are shown below though normally a number of these will be turned off on any individual system.
Columns: Descriptions:
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
35Tiger 2020 Call Management System - Report Samples
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 confi gured 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.
Report Column Explanation
Columns: Descriptions:
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.
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 defi ned by
the regional settings of the system
Duration The duration of the call or calls in the format (HH)HH.MM.SS
36Tiger 2020 Call Management System - Report Samples
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 confi gured
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.
Report Column Explanation
Columns: Descriptions:
Client Either the Client Code or name is displayed depending on confi guration
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 confi gured VAT rate) for this customer’s calls
Total Including VAT Total Cost of calls for this client including the VAT
37Tiger 2020 Call Management System - Report Samples
Unallocated Client Calls
This report shows call details for each individual call for the departments/extensions, which meet the criteria of the fi lter and that
have not had a client code assigned to them.
Report Column Explanation
Columns: Descriptions:
Client Code Either the Client Code or name is displayed depending on confi guration
Department Shows which department the extension is located in
Extension Summary lines of outbound calls made using the above client code
Date / Time Date of calls in format DD/MM/YYYY
Meter Units Total of meter units registered to this client code
Cost Total cost of calls having this client code
Currency This is the currency that the country in question will use
Duration Total duration of calls having this client code in format (HH)HH:MM:SS
Dialled Number The number dialled
Location The destination of the dialled number
38Tiger 2020 Call Management System - Report Samples
Authorisation Call Summary
This report shows information and costing on call data from switches that support Authorisation codes for users. It can be
confi gured 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.
Report Column Explanation
Columns: Descriptions:
Authorisation Either the Authorisation Code or name is displayed depending on confi guration
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 confi gured VAT rate) for this customer’s calls
Total Including VAT Total Cost of calls for this client including the VAT
39Tiger 2020 Call Management System - Report Samples
Unallocated Authorisation Calls
This report shows call details for each individual call for the departments/extensions, which meet the criteria of the fi lter and that
have not had an authorisation code assigned to them.
Report Column Explanation
Columns: Descriptions:
Date Date of calls in format DD/MM/YYYY
Department Shows which department the extension is located in
Extension Summary lines of outbound calls made using the above client code
Time Time of day
Meter Units Total of meter units registered to this client code
Duration Total duration of calls having this client code in format (HH)HH:MM:SS
Currency This is the currency that the country in question will use
Cost Total cost of calls having this client code
Dialled Number The number dialled
Location The destination of the dialled number
* 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.
77 - 79 Christchurch Road
Ringwood
Hampshire
United Kingdom
BH24 1DH
Tel
Fax
Web
+44 (0) 1425 891090
+44 (0) 1425 891019
www.tigertms.com
06/11/2012/0442