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<h5>Group</h5> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Busy times" /> <p>There is no limit to the number of groups available on each site. Groups, like sites are available as a drop-down list. You can choose to select a specific group or leave at the default <span class="keyword">All groups</span>. Please note that the drop-down list for each group can only appear if a site has already been selected.</p> <h5>User</h5> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_3.png" alt="Busy times" /> <p>Once a site and group has been selected, you can decide whether you would like to report on all users or select a particular user from the drop-down list as shown above.</p> <p>Once you have set the report's entities, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p> <h4>Filter call information</h4> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/filter_screen.png" alt="Busy times" /> <p>You have the option of filtering the information, based on a number of call filters. These filters allow you to be very specific, when deciding the call information you would like in the final report.</p> <p>If you do not want to select any filters, simply press the <span class="button">Next</span> button to skip.</p> <p>Please find a brief description of all filters below:</p> <table class="confluenceTable"> <tbody> <tr> <th class="confluenceTh" width=122>Filter</th> <th class="confluenceTh">Description</th> <th class="confluenceTh">Example</th> </tr> <tr> <td class="confluenceTd"><b>Account code</b></td> <td class="confluenceTd">If<h4>Account code</h4> <p>If you want to produce a bill consisting of all chargeable calls made using a particular account code, enter the account code in this filed. To report on more than one account code, simply comma separate.</td>p> <td class="confluenceTd"><img <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="BusyAccount timescode" /></td> </tr> <tr> <td class="confluenceTd"><b>Call type</b></td> <td class="confluenceTd">This> <h4>Call type</h4> <p>This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave at the default <span class="keyword">All calls</span>.</td>p> <td class="confluenceTd"><img <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="BusyCall timestype" /></td> </tr> <tr> <td class="confluenceTd"><b>Carrier</b></td> <td class="confluenceTd">If> <h4>Carrier</h4> <p>If you use more than one carrier, you can choose which carriers calls you would like to report on.</p> <p>To report on all calls from all carriers, leave at default.</p> <p>If you only use one carrier, there will be no drop-down list available and no option to choose a different carrier.</p></td> <td class="confluenceTd"><imgp> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/carrier_exmpl.png" alt="Busy timesCarrier" /></td> </tr> <tr> <td class="confluenceTd"><b>CLI</b></td> <td class="confluenceTd">The> <h4>CLI</h4> <p>The Caller Line Identification (CLI) is the number associated with the incoming call. This is sometimes withheld by the person making the call. </p> <p>You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI by entering the number in here. For example, for calls from Tri-Line you would enter in "02072652600". This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls from Tri-Line use "!020726526*".</p> <p>To report on more than one CLI, simply comma separate.</p></td> <td class="confluenceTd"><imgp> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cli_exmpl.png" alt="Busy timesCLI" /></td> </tr> <tr> <td class="confluenceTd"><b>Cost</b></td> <td class="confluenceTd">If> <h4>Cost</h4> <p>If you want to add a filter for call costs, simply type in the cost you wish to define as shown nearby and add the appropriate above, below and between symbol . This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</td>p> <td class="confluenceTd"><img <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cost_exmpl.png" alt="Busy timesCost" /></td> </tr> <tr> <td class="confluenceTd"><b>Destination</b></td> <td class="confluenceTd">If> <h4>Destination</h4> <p>If you want to filter calls to a specific destination and that destination has been added to your locations field, simply type the destination in here. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude all calls to France use "!France*".</td>p> <td class="confluenceTd"><img <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/destination_exmpl.png" alt="Busy timesDestination" /></td> </tr> <tr> <td class="confluenceTd"><b>Dialled number</b></td> <td class="confluenceTd">To> <h4>Dialled number</h4> <p>To filter calls to a specific number, type the number in the dialled number field. To filter calls to a specific area, a partial number may be entered here e.g. "0033" for calls to France. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude calls to 0207 265, enter "!0207265*".</td>p> <td class="confluenceTd"><img <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="BusyDialled timesnumber" /></td> </tr> <tr> <td class="confluenceTd"><b>Duration</b></td> <td class="confluenceTd">To> <h4>Duration</h4> <p>To filter call above or below a particular duration, simply enter the number of seconds and the relevant symbol. This filter accepts range (<span class="keyword">-</span>) and comparison operators (<span class="keyword">></span>, <span class="keyword"><</span>, <span class="keyword">!</span> and <span class="keyword">*</span>).</p> <p>In the example nearby, the filter will look for calls above 1800 seconds (30 minutes). Alternatively you may want to exclude calls below a certain threshold e.g. below 3 seconds.</p></td> <td class="confluenceTd"><imgp> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/duration_exmpl.png" alt="Busy timesDuration" /></td> </tr> <tr> <td class="confluenceTd"><b>LCR code</b></td> <td class="confluenceTd">If> <h4>LCR code</h4> <p>If you are using Least Cost Routing (LCR), you may want to filter by LCR code in order to check a bill from your LCR provider. To do this simply enter the LCR code in the LCR field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>, e.g. to exclude a specific LCR code, simply add as follows "!162*".</td>p> <td class="confluenceTd"><img <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="BusyLCR timescode" /></td> </tr> <tr> <td class="confluenceTd"><b>Response</b></td> <td class="confluenceTd">This> <h4>Response</h4> <p>This filter allows you to filter based on the response times to calls. You have the option of filtering for calls above or below a threshold. You can define this threshold in the box alongside.</p> <p>The figure relates to seconds. e.g. the example nearby shows 10 seconds. By selecting from the drop-down list, you will be able to filter calls that took more than 10 seconds to answer or see calls answered in less than 3 seconds.</p></td> <td class="confluenceTd"><imgp> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/response_exmpl.png" alt="Busy timesResponse" /></td> </tr> <tr> <td class="confluenceTd"><b>Start time</b></td> <td class="confluenceTd">This> <h4>Start time</h4> <p>This filter allows you to filter calls based on the start time. This is the time of day when the call started in the format <span class="keyword">hh:mm:ss</span>, e.g. if you want calls after 8 a.m. only, then enter the start time in as "08:00:00" as shown nearby.</td>p> <td class="confluenceTd"><img <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="BusyStart timestime" /></td> </tr> <tr> <td class="confluenceTd"><b>Trunk > <h4>Trunk access code</b></td> <td class="confluenceTd">Ifh4> <p>If you want to filter by Trunk access code, simply enter the Trunk access code in this field. This filter accepts the comparison operators <span class="keyword">!</span> and <span class="keyword">*</span>. The <span class="keyword">*</span> is not needed if it's an exact match, so the 9 for TAC should just be "!9", e.g. to exclude all calls with access code 9, add "!9" to the TAC field.</td>p> <td class="confluenceTd"><img <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="BusyTrunk timesaccess code" /></td> </tr> </tbody> </table> > <h4>Specific Options</h4> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_busy_times.png" alt="Busy times" /> <p>This section allows you to add more specific filters to your report. The filters are fairly self-explanatory. If you would like to exclude weekend and transfer calls from the report, simply select the two tickboxes. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box. In the example above, a filter has been added to exclude weekends and any calls shorter than 3 seconds.</p> <h5>Exclude weekends</h5> <p>This option gives you the option of excluding weekend calls from any results shown. If you would like to exclude weekend calls, simply select the tickbox to exclude weekend calls.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/weekends.png" alt="Busy times" /> <h5>Exclude transfers</h5> <p>Select this option if you would like to exclude transfers when running a report. For example if you were running an incoming call analysis report and wanted to see only how well calls were answered when first presented, you would choose the option on excluding transfers.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/transfers.png" alt="Busy times" /> <h5>Ignore missed calls shorter than</h5> <p>If you would like to exclude short calls from your report, enter the duration below which you'd like to ignore calls. If you would like to exclude very short calls, e.g. calls below 3 seconds, simply enter the number '3' in the box, as shown here.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/ignore_missed_calls.png" alt="Busy times" /> <h2>Creating the report</h2> <p>When you have chosen a reporting period, and are happy with your selections, you have two options:</p> <ul> <li>Run the report now</li> <li>Schedule for future delivery</li> </ul> <img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/run_report_screen.png" alt="Busy times" /> <p>To choose your preferred option, select the appropriate button.</p> <p>If you choose to run the report now, click the <span class="button">Run now</span> button. The results will appear immediately in your chosen format.</p> <p>To schedule the report for delivery at a later date, follow the instruction given on the <a href="Schedule a report">Schedule a report</a> section.</p> <h2>Busy times - The results</h2> <p>When selecting <span class="reference">Web</span> as the output format, this report will appear as below.</p> <p>The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on <span class="link">About this report</span> at the top right of the page.</p> <p>As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.</p> <p>The larger darker red dots represent your busier periods and the smaller greener dots, the quieter periods. This report is truly interactive. To see how many calls for any period, simply float over it to see more details.</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_times_1.png" alt="Busy times" /> <p>All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked. The headers of this report are as follows:</p> <p>To see more details for any time slot, simply click and details of all calls contained within this period are shown as follows:</p> <img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/busy_times_3.png" alt="Busy times" /> <p>All calls are shown on the front page and clear colour coded tabs allow you to easily sort by call type e.g. Inbound, outbound etc.</p> <p>If you would like to go back and view any report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:</p> <img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_plus/breadcrumb.png" alt="Breadcrumbs" /> |