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<a id="Running the report"></a>

Running the report

On the the Reports screen screen, click on Top Calls in the reports list and then press the select the Top calls report from the left-hand pane and click the Select this report button 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:

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period

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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  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 thethe Nextbutton  button to set more of the additional report 's parameters and options, or select thethe Finishbutton  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

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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

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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 only calls involving a particular user, by selecting that user 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  click on thethe Nextbutton  button to set more of the report's features or select theFinishbutton additional report parameters and options, or to run the report immediately, 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. 

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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.

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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 enter 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 define, as shown below. 

This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).

Destination

If you want to filter calls to a specific, known destination, you can type the destination in the field provided. This filter accepts the comparison operators ! and *.

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

each entry.

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 enter could enter 10:00:00 in the  in the Start time field 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

This option gives you the option of excluding To exclude weekend calls from any results shown. If you would like to exclude weekend calls, simply select the tickbox to exclude weekend callsyour report's results, select the 

Exclude transfers

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 transfersTo exclude transferred calls from your report's results, select the 

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Tick this option if you do not want to replace dialled numbers, CLIs and account codes replaces with their named equivalentsassociated names, as they are defined in your web user's contacts list(s).

Show account codes

Select this option if you would like to display any associated account codes as an additional column in this report.

Notes only

This Tick this option allows if you want your search results to display include only show calls that have notes stored against them in the resultsassociated with them.

Audio only

This Tick this option allows if you want your search results to display include only calls that have an associated voice recording in the results.

Scored only

This Tick this option allows you to display only include only calls that have an associated score in the results. i.e. a score associated with them, e.g. calls that have already been listened to and scored.

Maximum results

If you want to To limit the report's results shown, decide on enter the maximum number and enter in this box. If you enter "50", then of results you want the report to display in the 

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Sort order

Choose whether you would like 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

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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 media format of your completed report. To select the desired format, click on the drop-down list and choose from the available options: Web, PDF, Excel, CSV and XML. The formats available are 

More details about each report format are available in the the Setting the report format section  section above.

<a id="Creating the report"></a>

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