The Enterprise overview report is an interactive, click-able report offering a complete summary of all call types for all sites or extension groups. The report allows you to start a the top directory level and drill-down into them to see the call summary , showing call summaries for each type of call - inbound, outbound and missed. The report is useful for comparing call statistics for different parts of your organisation; it allows you to inspect any area of your business, starting at the top level of the directory and then drill-down into the results to see the same call information for each subgroup or individual extension. Totals, maximums and averages are displayed at the foot of each column.

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Running the report

On the Reports screen, click on Enterprise Overview in the reports list and then press select the Enterprise overview report from the left-hand pane and click the Select this report button.

A new window will appear, where you can select set the criteria for parameters of your report.

Selecting the reporting period

Every report requires a period to run overFor each report, you must specify a time span that covers the calls you want the report to include. This is generally defined known as the "Reporting reporting period".

There are several preset periods that can be selected from a drop-down list. The predefined periods are based on a standard Gregorian calendar and are defined as followsreporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:

If you want to be more specific, you can choose the Custom period from the drop-down list. This option will allow you to define the Start date and End date yourself, as well as the Start time and End time of the calls In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the

When the report is executed, the reporting engine will substitute the start and end dates based on the current date or the relevant selection made by the user.

Once you have set the report's reporting period, click on the Next button to set more of the additional report 's parameters and options, or select the Finish button to run the report immediately.

Selecting the reporting entity

The reporting Reporting entity paramater parameter allows you to select which the part of your organisation you want to run the report for (site, extension group, channels or individual extensions)whose calls the report should include, e.g. a site, a group or an individual user.

Site

TIM Plus will allow you to log information from up to five sites. If you want to To report on a particular site, select your preferred site it from the drop-down list , alternatively leave the default settings as or select All sites .

Group

Group

If a site has been selected, you are able to further limit the report's results by selecting a group from the drop-down list.

Please note that the drop-down list for each group will appear only if a site has already been selected.

User

User

If both a site and group has have been selected, you can also choose to report on further limit the report's results to include calls by a particular user by selecting it from the drop-down list, or you can leave the default setting as All users.

Once you have set selected the scope of your report's entities, click on thethe Nextbutton  button to set more of the report's features or select theFinishbutton to additional report parameters and options. To run the report immediately without doing so, click the Finish button.

Selecting the report filters

This option allows you to filter out certain calls from your results, by selecting the values of the parameters. You can limit the results of your report by choosing one or more of the following filters:

These filters allow you to be very specific, when deciding the call information you would like to display in the final report.If you do not want to select any filters, simply press theNextbutton to skip.

Please find a brief description of all filters below:

Account code

If you want to produce a bill consisting of all only chargeable calls that were made using a particular account code, enter this the account code in the field provided. 

To report on more than one account code, you can use separate each code using a comma to separate the entries.

Call type

This filter allows you to define the type of call you would like want to report on. If you would like to report on all calls, leave the default setting as , in terms of where the call originated and where it was delivered, e.g. incoming, outgoing, internal etc.  To report on all types of call, set this to All calls.

If you want to report on one call type in particular, expand the drop-down list and select from the available options.

Carrier

If you use more than one carrier, you can choose which carrier's calls to report on. To report on all calls from all carriers, leave the default setting as All carrierslimit the results to include only calls that were made using a specific carrier.

CLI

The Caller Calling Line Identification (CLI) is a phone number that calls your organisation. This is sometimes withheld by the person making the call.You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI. For example, for the telephone number of the remote caller in an incoming call scenario.

You can report on calls that originate from a specific CLI or those whose CLI matches a particular pattern of digits. For example, to report on all incoming calls from Tri-Line, you would could enter 02072652600.

This filter accepts the comparison operators ! and * (e.g. You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the

Cost

If you want to add a filter for call costs, type in the cost you wish to defineYou can define a cost filter to include calls above or below specific values by entering your criteria, as shown below. :

This filter allows you to You can specify a range (-) or use comparison operators (cost range by using the 

Destination

If you want to filter calls to a specific, known destination, you can type the name of the destination in the field text box provided. This filter accepts the comparison operators ! and * symbols for excluding values and specifying partial matches, respectively.

For example, if you want wanted to exclude all calls to France, you could enter

Dialled number

To filter calls to a specific dialled number, type the number that was dialled it in the text box provided. The dialled number can be a number that you dial out, or a DDI number within your organisation that someone dials in to get to a particular extensionis defined as the number that is dialled (in the case of an outbound call), or the DDI number that the remote party dialled to reach a particular extension or group (in the case of an inbound call).

To filter calls to a specific area, a partial number may can be entered (e.g. 0033, for  for calls to France). 

This filter accepts the comparison operators ! and * (e.g. to exclude calls to 0207 265, enter !0207265* ).You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the 

Duration

To filter calls above or below a particular duration, enter the number of seconds and the relevant symbol in the box provided. This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).

desired duration in seconds.

You can specify a duration range by using the 

In the above example, the filter report will look for return only calls longer than 1800 seconds (30 minutes). Alternatively, you may want to exclude calls below a certain threshold (e.g. below 3 seconds).

LCR code

If you are using To filter your results to include only calls that used a Least Cost Routing (LCR) , you may want to filter your results the by LCR code, in order to check a bill from your LCR provider. To do this, enter the LCR code enter it in the text box provided.

This filter accepts the comparison operators ! and * (e.g. to exclude a specific LCR code, add the code with the required operators !162*)

You can use the ! symbol to explicitly exclude a LCR code from the report's results, and/or the 

Response

This option allows you to filter calls based on their response time.The results will be filtered according to the , measured in seconds. Specify the desired response time threshold that you define in the text box provided field. The threshold you specify will be measured in seconds.

In the above example, the search results will display calls that have a response time above greater than 10 seconds. 

You can specify a response time range by using the 

Start time

This option allows you to filter calls based on the start time of the call , which is basically the time of day the call started. Enter your preferred Specify the start time in the field text box provided , using the following format the hh:mm:ss format.

For example, if you want your results to include only calls logged that began after 10 a.m. onlyam, you need to could enter 10:00:00 in the Start time field, as shown below:

Trunk access code

If you want to filter your results by a trunk access code, enter this in the field provided.  For example, to exclude all calls with access code 9, add !9 in the filed your telephone system uses trunk access codes to connect calls using specific channels, you can limit your report's results to include only calls made using those codes. Specify the trunk access code in the text box provided.

This filter accepts the comparison operators ! and *.

You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the 

Selecting the report options

This section allows enables you to further narrow down your report results, by excluding certain types of calls or sorting the . It also allows you to sort the report's results in a particular manner. The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.

Exclude weekends

If you would like to To exclude weekend calls from the search your report's results, simply select the tick-box to exclude weekend callsselect the 

Exclude transfers

Select this option if you would like to exclude transfers from the search results. For example if you want to see only how well calls were answered when first presented, you would choose to exclude transfersTo exclude transferred calls from your report's results, select the

Hide unused

Tick this option if you would like to exclude any entity which has not been used.

Sort order

Expanding the drop-down list available, you can choose whether you would like Choose from the

Sort results by

You may choose the order in which results are sorted by selecting the appropriate option from the list provided:To sort your report's results by a particular column, select it from the 

Ignore short missed calls

Missed calls below a certain duration can sometimes pollute the meaning of a report's results. To exclude such 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 (a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds), simply enter the number enter 

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Selecting the report format

This section allows you to choose the output format of your report. To select the desired format, click on the drop-down list and choose from the available options: Web, PDF, Excel, CSV and XML. More details about each report format are available in the Setting the report format section above.

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Creating the report

When you have chosen a reporting period, and are happy with your selections, you have two options:

• run the report now
• schedule the report for future delivery

If you click on the Run now button, the report will run instantly in your chosen format.

If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.

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The report's results

As with all reports, the header of the report includes:

• the report title
• the date and time of the report
• the name of the report, if applicable

In WEB format, the results of the report can be viewed at different organisational levels: site level, group level, user level and as an itemised list.

Site level

At site level, the report will appear as below.

Group Level

The body of the report consists of detailed summary information about each extension group (or individual extension if you already selected an extension group during the criteria selection process). A description of each column header is described here, in order from left to right:

In addition to the summary information, totals and averages of all call types are shown in footer for each column.

User level

To see the information for each individual extension in a particular group, click on the extension group you're interested in, and a new report will be produced showing the same summary information for each individual extension in the selected group, as shown below:

Itemised list

Finally, by clicking on the hyperlink of a particular extension, a new report is produced again, showing - in chronological order - the actual calls that were made or received by that particular extension.

The output for this is slightly different than the previous summary screens and rather than a summary information, the calls are presented as an itemised list. The table below explains what each column represents:

Header	Description
Date & Time	Shows the date and time the calls was started.
Source	Details of where the call originated.
CLI	Shows the caller line identity of the incoming call.
Route	Shows the number that was dialled, in the case of an outgoing or internal call.
Destination	For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.
Response	The response field shows the length of time it took before the call was answered i.e. the response time.
Duration	Shows the duration of the call in hours, minutes and seconds.
Cost	Shows the cost of the call.
	Shows only if there is a recording associated with the call. To play, simply click on this icon.

If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below: