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Introduction

The

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Label	Enterprise overview

Enterprise Overview report is an interactive, click-able report

which begins with a complete summary of all site or extension groups

, showing call summaries for each type of call

type (

- inbound, outbound and missed

calls). Identify the areas of your business you want to inspect, and simply '

. The report is useful for comparing call statistics between different parts of your organisation and allows you to drill-down

'

into

them

each value to see the same

summary

call information for

each sub- group or extension

subsequent groups or users. 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.

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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 over

For 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".

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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 follows

reporting 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:

Period	Description
Today	The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59.
Yesterday	The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59.
This week	The start date is set to the first day of the current week (normally Monday)

of the current week

. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time.
Last week	The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59.
This month	The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time.
Last month	The start date for this period is set in three stages

.

: The day is set to

01,

the first day of the month. The month is set to the

current month minus one, or in the case of January, it is set to 12

previous month. The year is set to the current year, unless it is

a new year

currently January, in which case, the previous year is

reduced by one

used. The start and end times are set to 00:00:00 and 23:59:59 respectively.
This year	The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively.
All calls	The start and end dates and times are set to the

date

dates and

time

times of the first and last call in the entire call database, respectively.

Custom periodEnter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.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

Referencemacro

Label	Period

drop-down list and specifying your own

Referencemacro

Label	Start date

,

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Label	Start time

,

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Label	End date

and

Referencemacro

Label	End time

of the period you want to report on.

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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.

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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 .

Reporting_filter

Filter

Sites

Site
Value	All sites

Tip
The username and password you have been allocated might be restricted to a specific site or group. If you need additional permissions, please contact your system administrator.

Group

There is no limit to the number of groups you can create on one site. Groups, like sites are available as a drop-down list. You can choose to report on a specific group or leave the default setting as All groups.

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.

Reporting_filter

Filter

Groups

Group
Value	All groups

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

User

Once

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

.

Reporting_filter

Filter	User
Value	All users

Tip
If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists.

Once you have

set

selected the scope of your report

's entities

,

click

click on

the

the Next

button

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:

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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

To produce a

bill

report consisting only of

all chargeable

calls that were made using a particular account code, enter

this

the account code in the field provided.

Reporting_filter

Filter	Account code
Value	0140

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.

Reporting_filter

Filter	Call type
Value	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 carriers

limit the results to include only calls that were made using a specific carrier.

Reporting_filter

Filter	Carrier
Value	All carriers

Info
If you use only

use

one carrier, there will be no drop-down list available and no option to choose a

different

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.

Reporting_filter

Filter	CLI
Value	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

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls from Tri-Line, but include all others, you

would

could use !020726526*

)

. To report on more than one CLI,

user

use a comma to separate

the entries

each entry.

Cost

If you want to add a filter for call costs, type in the cost you wish to define

You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below

.

:

Reporting_filter

Filter	Cost
Value	<2.00

This filter allows you to

You can specify a

range (-) or use comparison operators (

cost range by using the

Referencemacro

Label	-

symbol; to specify limits, use the comparison operators, >, <,

! and *)

and

Referencemacro

Label	!

.

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

Keywordmacro

Label	!France*

, as shown below:

Reporting_filter

Filter	Destination
Value	!France*

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 extension

is 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).

Reporting_filter

Filter	Dialled number
Value	0033

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

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.

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 *).

Reporting_filter

Filter	Duration
Value	>1800

desired duration in seconds.

Reporting_filter

Filter	Duration
Value	>1800

You can specify a duration range by using the

Referencemacro

Label	-

symbol; to specify limits, use the comparison operators, >, <, and

Referencemacro

Label	!

.

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.

Reporting_filter

Filter	LCR code
Value	162

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

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls made using all LCR codes beginning

Referencemacro

Label	162

, you could enter

Keywordmacro

Label	!162*

. To report on more than one LCR code, use a comma to separate each entry.

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.

Reporting_filter

Filter	Response time
Value	>10

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

Referencemacro

Label	-

symbol and; to specify limits, use the comparison operators, >, <, and

Referencemacro

Label	!

.

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. only

am, you

need to

could enter 10:00:00 in the Start time field, as shown below:

Reporting_filter

Filter	Start time
Value	10:00:00

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.

Reporting_filter

Filter	Trunk access code
Value	9

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

Referencemacro

Label	*

symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the

Referencemacro

Label	9

trunk access code, you could enter

Keywordmacro

Label	!9

. To report on more than one trunk access code, use a comma to separate each entry.

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.

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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 calls

select the

Referencemacro

Label	Exclude weekends

option.

Reporting_option

Option	Exclude weekends

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 transfers

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

Referencemacro

Label	Exclude transfers

option.

Reporting_option

Option	Exclude transfers

Hide unused

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

To exclude unused extensions from your report's results, select the Hide unused option.

Reporting_option

Option	Hide unused

Sort order

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

Choose from the

Referencemacro

Label	Sort order

drop-down list whether you want the results of the report to appear in ascending or descending order.

Reporting_filter

Filter	Sort order
Value	Ascending
Option	Sort order

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

Referencemacro

Label	Sort results by

drop-down list.

Reporting_filter

Filter	Sort results by
Value	Name

Ignore short missed calls

shorter thanIf you would like to exclude

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
Keywordmacro
Label 3
in the box provided:
.
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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

Referencemacro

Label	Web

,

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Label	PDF

,

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Label	Excel

,

Referencemacro

Label	CSV

and

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Label	XML

.

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

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

Creating the report

When you have

chosen

selected a reporting period

, and are happy with your selections, you have two options:

run the report now

schedule the report for future delivery

and have chosen any filters and options, you can either run the report immediately by clicking on the

Buttonmacro

Label	Run now

button, or schedule it for future delivery.

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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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<a id="The report's results"></a>

The report's results

When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on The results of the report show a summary of call volumes - organised by call type - for the report entity you selected. By clicking on the About this report link at the top-right corner of the page.

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, you can review any filters and options that have been applied to the report.

As with all reports

, the header

produced by TIM Plus, each page of the report includes the following information:

the report's title
the date and time

of

that the report was generated
the name of the report, if applicable

You can click on any site to drill-down to the extension group information. The example below shows extension group information for the London site.

The

WEB format allows for complete flexibility when viewing any report. 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.

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Label	Web

format is the most interactive of all formats: all column headers are click-sortable and most graphical and tabular elements can be drilled down into, allowing deeper analysis of your results.

The Web format allows you to see the results of the report at different organisational levels: site level, group level, user level and as an itemised list.

Site level

At site level, the report will show call summary information for each site, as shown below:

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Group level

By clicking on a site, you can drill down into group-level information, as shown below:

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User level

When drilling down into a group, a new report is produced, showing the same summary information for each individual user within that group, as shown below:

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3

4.png

The

At all organisational levels, the body of the report consists of

detailed

a table containing call 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

entity. The column headers of this table are described below:

AnsweredThe answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria:

Image Removed: Shows the number of incoming calls that were successfully answered by extensions in the group. Transferred calls are included in this total.

Total duration: This column shows the total duration of all incoming calls by all extensions in the group.

Header	Description

Site/Extension GroupIf reporting on more than one site, the first screen will by default show site information. If reporting on a single site only, the report will display the extension group by default. You can drill-down to the extension group level, by clicking on the individual site name. If an extension group is missing from this list, then the system did not find any calls made or received by any extension in that group.MissedThe missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important:

Image Removed: Shows how many unanswered (or abandoned) calls lost by all active extensions in the particular group displayed.
Avg duration: Shows the average duration of missed calls for the group displayed alongside.

Name	The name of the entity for each line of data
Missed	Image Added: The total number of missed calls Avg duration: The average duration of all missed calls (in seconds)
Answered	Image Added: The number of incoming calls answered by extensions within the selected entity, including transferred calls Total duration: The total duration of all incoming calls (in hours, minutes and seconds) Avg duration: The average duration of all incoming calls

for the group.

(in hours, minutes and seconds)
Avg response: The average time taken to respond to

calls for the group/extension displayed.OutboundThe outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection criteria:

all incoming calls (in seconds)
Outbound	Image Modified: The number of outbound calls

made by the extension group.

Total duration: The total

aggregate

duration of all outgoing calls

by all active extensions in the group.

(in hours, minutes and seconds)
Avg duration:

Average

The average duration of

an

all outgoing calls

by all extensions in the group.

(in hours, minutes and seconds)
Total cost:

Total

The total aggregate cost of all outbound calls

made by all active extensions in the extension group.

Tip
In addition to

the

summary information, totals and averages

of all

for each call

types

type are shown in the footer

for

of each column.

Drilling-down

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:

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Finally, by

Itemised list

By clicking on the hyperlink of a particular

extension

user, a new report is produced

again, showing

that shows - in chronological order -

the actual calls that were

an itemised list of calls made or received by that

particular extension.

user, as shown below:

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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

headers of the itemised call table are described below:

Header	Description
Date & Time

Shows the

The date and time the

calls was

call started

.

Source

Details of

The place from where the call originated

.

CLI

Shows the caller line identity of the incoming call.RouteShows the number that was dialled, in the case of an outgoing or internal call.DestinationFor outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.ResponseThe response field shows the length of time it took before the call was answered i.e. the response time.DurationShows the duration of the call in hours, minutes and seconds.CostShows the cost of the call.Image RemovedShows 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:-

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HTML

<h2>Introduction</h2>

<p>A simple, quick, easy-to-use, fully-clickable report which begins with a complete summary of all site or extension groups'
activity (outgoing, incoming and abandoned calls) and each group's total call costs. Click on any group, and the report
zooms in to show the same summary information for each sub- group. Zoom in further by clicking on a particular
extension, and the report will show you a detailed log of all activity on that extension.</p>

<p>An added bonus of this report is its ability to identify calls on extensions that you mightn't have thought even existed! These are shown separately at the foot
of the extension groups, and can sometimes create a few surprises!</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_1.png" alt="Enterprise overview" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Enterprise overview</span> in the reports list and then press the <span class="button">Select this report</span> button.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_2.png" alt="Enterprise overview" />

<p>The following report selection criteria window appears:</p>

<h4>Reporting period</h4>

<p>Every report requires a period to run over. This is generally defined as the "Reporting period".</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/period_screen.png" alt="Enterprise overview" />

<p>There are several pre-defined periods that can be selected from a simple drop-down list as shown above.</p>

<p>The built-in periods are based on a standard Gregorian calendar and are defined as follows:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=98>Period</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Today</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Yesterday</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date minus one day. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This week</b></td>
			<td class="confluenceTd">The start date is set to the Monday of the current week, whilst the end date is set to the current day. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last week</b></td>
			<td class="confluenceTd">The start date is set to the last Monday, whilst the end date is set to the start date plus seven days. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This month</b></td>
			<td class="confluenceTd">The start date is set to the 1<span class="exponent">st</span> day of the current month and the end date to today. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last month</b></td>
			<td class="confluenceTd">The start date for this period is set in three stages. The day is set to <span class="keyword">01</span>, the month is set to the current month minus one, or in the case of January, 
			it is set to <span class="keyword">12</span>. The year is set to the current year, unless it is a new year, in which case the year is reduced by one. The start and end times are set to 
			<span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This year</b></td>
			<td class="confluenceTd">The start date is set to the first day of the first month of the current year. The end date is set to today's date. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>All calls</b></td>
			<td class="confluenceTd">The start date is set to the date of the first call in the database, whilst the end date is set to the date of the most recent call in the database. Times are also set to the times of the first and last calls in the database.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Custom period</b></td>
			<td class="confluenceTd">Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.</td>
		</tr>
	</tbody>
</table>

<p>If you want to be more specific, you can choose the <span class="keyword">Custom period</span> from the bottom of the drop-down list. This option
will allow you to define the start date and end date yourself, as shown below. When you need to be even more specific,
you can also choose a start time and end time.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_period_screen.png" alt="Enterprise overview" />

<p>When the report is executed, if the user has selected an in-built period, the reporting engine simply substitutes the start
and end dates based on the current date and the period the user selected.</p>

<p>Once you have set the report's period, 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>What do you want to report on?</h4>

<p>In addition to the reporting period, each report offers you the opportunity to define exactly what you want to report on. This is
generally a site, group or user.</p>

<h5>Site</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_1.png" alt="Enterprise overview" />

<p>TIM Plus will allow you to log information from up to five sites. If you want to report on a specific site, select that site from
the drop-down list or to select all sites' data, leave it at the default <span class="keyword">All sites</span> as shown above.</p>

Note
NOTE: The username and password you have been allocated may mean you are restricted to specific sites or groups. If you have any difficulty accessing other sites or group, please contact your system administrator and check that access has been enabled.

HTML

<h5>Group</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_2.png" alt="Enterprise overview" />

<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="Enterprise overview" />

<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="Enterprise overview" />

<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>

<h5>Account code</h5>

<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.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/account_code_exmpl.png" alt="Account code" />

<h5>Call type</h5>

<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>.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/call_type_exmpl.png" alt="Call type" />

<h5>Carrier</h5>

<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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/carrier_exmpl.png" alt="Carrier" />

<h5>CLI</h5>

<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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cli_exmpl.png" alt="CLI" />

<h5>Cost</h5>

<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>).</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/cost_exmpl.png" alt="Cost" />

<h5>Destination</h5>

<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*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/destination_exmpl.png" alt="Destination" />

<h5>Dialled number</h5>

<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*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/dialled_number_exmpl.png" alt="Dialled number" />

<h5>Duration</h5>

<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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/duration_exmpl.png" alt="Duration" />

<h5>LCR code</h5>

<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*".</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/lcr_code_exmpl.png" alt="LCR code" />

<h5>Response</h5>

<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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/response_exmpl.png" alt="Response" />

<h5>Start time</h5>

<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.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/start_time_exmpl.png" alt="Start time" />

<h5>Trunk access code</h5>

<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.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/trunk_access_code_exmpl.png" alt="Trunk access code" />

<h4>Specific Options</h4>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/options_screen_enterprise_overview.png" alt="Enterprise overview" />

<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 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. 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="Enterprise overview" />

<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="Enterprise overview" />

<h5>Hide unused</h5>

<p>This option gives you the option of excluding unused extensions from the results shown. To exclude unused extension,
simply select the tickbox, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/hide_unused.png" alt="Enterprise overview" />

<h5>Sort order</h5>

<p>Choose whether you would like the results of the report to appear in ascending or descending order, by selecting from the
drop-down box.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_order.png" alt="Enterprise overview" />

<h5>Sort results by</h5>

<p>You may choose the order in which results are sorted by selecting the appropriate option from the list shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/sort_results_enterprise_overview.png" alt="Enterprise overview" />

<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="Enterprise overview" />

<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="Enterprise overview" />

<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>Enterprise overview - 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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_1.png" alt="Enterprise overview" />

<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.</p>

<p>You can click on any site to drill-down to the extension group information. The example below shows extension group
information for the London site.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_3.png" alt="Enterprise overview" />

<p>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:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Site/Extension Group</b></td>
			<td class="confluenceTd">If reporting on more than one site, the first screen will by default show site information. If
reporting on a single site only, the report will display the extension group by default. You
can drill-down to the extension group level, by clicking on the individual site name. If an
extension group is missing from this list, then the system did not find any calls made or
received by any extension in that group.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="red">Missed</b></td>
			<td class="confluenceTd">The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important: 
				<ul class="table">
					<li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> Shows how many unanswered (or abandoned) calls lost by all active extensions in the
particular group displayed.
					</li>

					<li><b>Avg duration:</b> Shows the average duration of missed calls for the group displayed alongside.</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="green">Answered</b></td>
			<td class="confluenceTd">The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria:
				<ul class="table">
					<li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> Shows the number of incoming calls that were successfully answered by extensions in the
group. Transferred calls are included in this total.
					</li>
					<li><b>Total duration:</b> This column shows the total duration of all incoming calls by all extensions in the group.
					</li>
					<li><b>Avg duration:</b> The average duration of all incoming calls for the group.
					</li>
					<li><b>Avg response:</b> The average time taken to respond to calls for the group/extension displayed.
					</li>
				</ul>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b class="blue">Outbound</b></td>
			<td class="confluenceTd">The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average 
				and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection 
				criteria:
				<ul class="table">
					<li><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/sigma.png" alt="Squiggle" />:</b> The number of outbound calls made by the extension group.
					</li>
					<li><b>Total duration:</b> The total aggregate duration of all outgoing calls by all active extensions in the group.
					</li>
					<li><b>Avg duration:</b> Average duration of an outgoing calls by all extensions in the group.
					</li>
					<li><b>Total cost:</b> Total aggregate cost of all outbound calls made by all active extensions in the extension group.
					</li>
				</ul>
			</td>
		</tr>
	</tbody>
</table>

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

<h4>Drilling-down</h4>

<p>Having seen the summary information for each extension group, you may wish to see the same information for each
individual extension in a particular group.</p>

<p>Click on the extension group you're interested in, and a new report will be produced showing the same summary
information, but this time for each individual extension in the selected group, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_4.png" alt="Enterprise overview" />

<p>Finally, by clicking on the hyperlink of a particular extension, a new report is produced showing, in chronological order, the
actual calls that were made and received by that particular extension.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_5.png" alt="Enterprise overview" />

<p>The output for this, the lowest level in the Enterprise overview report, is slightly different than the previous summary
screens. Because this is an itemised list of all calls made and received, there is no summary information, and so there is
a different structure, as defined below:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Date & Time</b></td>
			<td class="confluenceTd">Shows the date and time the calls was started.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Source</b></td>
			<td class="confluenceTd">Details of where the call originated.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>CLI</b></td>
			<td class="confluenceTd">Shows the caller line identity of the incoming call.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Route</b></td>
			<td class="confluenceTd">Shows the number that was dialled, in the case of an outgoing or internal call.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Destination</b></td>
			<td class="confluenceTd">For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Response</b></td>
			<td class="confluenceTd">The response field shows the length of time it took before the call was answered i.e. the response time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Duration</b></td>
			<td class="confluenceTd">Shows the duration of the call in hours, minutes and seconds.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Cost</b></td>
			<td class="confluenceTd">Shows the cost of the call.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_plus/recording_button.png" alt="Listen to the recording button" /></b></td>
			<td class="confluenceTd">Shows only if there is a recording associated with the call. To play, simply click on this icon.</td>
		</tr>
	</tbody>
</table>

<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" />

The telephone number of the remote caller for inbound calls
Route	The information displayed in this field is determined by the type of call: for incoming calls, this shows the CLI of the caller for incoming internal calls, this shows either the caller's username or extension number for outgoing calls, this shows the dialled number
Destination	The information displayed in this field is determined by the type of call: for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ]
Response	The length of time it took for the call to be answered (i.e. the response time)
Duration	The duration of the call (in hours, minutes and seconds)
Cost	The cost of the call

To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:

Screenshotmacro

Border	false
Shadow	false
URL	/download/attachments/4817244/breadcrumb.png

Enterprise Overview

Versions Compared

Old Version 23

New Version Current

Key

Introduction

Running the report

Selecting the reporting period

Selecting the reporting entity

Site

Group

Group

User

User

Selecting the report filters

Account code

Call type

Carrier

CLI

Cost

Destination

Dialled number

Duration

LCR code

Response

Start time

Trunk access code

Selecting the report options

Exclude weekends

Exclude transfers

Hide unused

Sort order

Sort results by

Ignore short missed calls

Selecting the report format

Creating the report

The report's results

Site level

Group level

User level

Drilling-down

Itemised list