Configuring a stats collector

Overview

General properties

Exclusions

Contents

Overview

To configure a web user, locate the object in the Directory, click on it and select Properties from the drop-down list, as shown below:

A new window will open, allowing you to configure the properties of your web user.

General properties

To edit a Stats Collector, simply left-click on it and select Properties from the pop-up menu, as shown below:

General properties

After clicking on the Properties of your Stats Collector, the following screen will appear:

Subject

You will need to decide on the Subject for those stats points. You can select among the following options:

User: Stats are accumulated based on individual user stats. This is normally used when you want to compare call stats for a number of users e.g. a Leaderboard showing which user answered the most calls, spent the longest duration on outbound calls etc.
User group: Stats are accumulated based on User group. This is ofren used when you want to compare stats for groups of users e.g. how many calls are answered by the service team compared to the sales team. It may even be used to show calls stats for a number of teams across different sites e.g. all UK sales teams.
Site: Stats are accumulated based on site. This is ideal when comparing call traffic across a number of sites.
Cost centre: Stats are accumulated based on Cost centre. This is ideal when comparing call traffic across a number of cost centres.
Division: Stats are accumulated based on Division. The divisions can be on one site or spread across multiple sites.
PBX: Stats are accumulated based on individual PBX. This is ideal when comparing call traffic across a number of different PBXs. The PBX can be on one site or spread across multiple sites.
Dialled number: Stats are accumulated based on dialled number.
CLI: Stats are accumulated based on CLI. This is often used to recognise clients that call on a regular basis.
Chargeband: Stats are accumulated based on chargeband. This allows you to clearly identify frequently used chargebands.
Destination: Stats are accumulated based on destination. This allows you to easily identify destinations that are frequently dialled.
Half hour time slot: Stats are accumulated based on half hour time slot. Allows you to easily identify peak times during the day.
Account code: Stats are accumulated based on account code. See Account codes that are often used or those rarely used at all.
Channel: Stats are accumulated based on channel. Identify how busy your channels are.
Channel group: Stats are accumulated based on channel group. Often used to determine if you have enough lines or reach capacity on particular line groups.

Reset frequency

You also need to deside on the Reset frequency, among Minutes, Hours, Days, Weekdays, Weeks, Months.

e.g. If the reset frequency is set to Daily, the counter will reset to '0' each day at the appointed time. If set to Weekly then the counter will automatically reset to '0' once a week at the appointed time.

NOTE: There is no limit to the number of stats points that can be added, therefore you could have one stats point refreshing Daily, another Weekly, another Monthly.

Next reset

Next, you will need to add the reset time for your stats points. You can set the time, day, month and year that you want your stats point to reset. Alternatively, you can click on the Reset nowso that it immediately resets.

Time: This allows you to determine the exact time of day when the counter is reset to '0'. e.g. 06:00:00 for 6 am.
Day: This allows you to determine the day when the counter is reset to '0'. e.g. 01 for the 1st of the month or 16 for the 16th day of the month.
Month: This allows you to determine the month when the counter is next reset to '0'. You simply selet the month from the drop-down list provided.
Year: This allows you to determine the month when the counter is next reset to '0'. e.g. 2013

Exclusions

On very busy sites or large sites where you're logging thousands of users, you may choose to excude certain calls from Stats. To do this click on the Exclusions tab as shown below. You can choose from any combination of exclusion criteria, by clicking on the button on the top right of the window.

Then select the Property, Operator and Value as shown in the example below:

NOTE: There is no limit to the number of the Exclusions that you can have. You may choose any combination of any of the Exclusions presented in the table below.

All the possible combinations that you can have in terms of Exclusions Criteria are explained below. You can select the Property first, then pick an Operator and finally insert the Value.

Account code

Enter a numerical value corresponding to a phone number, number range or portion of phone number. If you want to set an exclusion when a call is made using a particular account code, enter the account code here and select equals e.g. Set an exclusion when any call is made with an account code "55697".

You can select one of the following options:

Equals: To find only exact matches for the account code entered
Does not equal: To find all calls to everything except a particular account code
Begins with: To find calls to an account code beginning with a specific series of digits
Does not begin with: To exclude calls to account codes beginning with a specific series of digits
Contains: To find a call where you only have a portion of the account code number
Does not contain: To find a call where you need to exclude certain numbers or portions of numbers
Ends with: When you want to find calls to account codes ending with a specific series of digits
Does not end with: When you want to find calls to account codes that do not end with a specific series of digits

An example of this exclusion can be seen below:

Call type

You can set an exclusion when a particular call type happens or does not happen. Simply select, equals or does not equal from the Operator list and the type of call you want to report on from the Value list.

You can select one of the following options:

Equals: To find only exact matches for the call type entered
Does not equal: To find all call types except the particular one entered here

You can select among the following call types:

All inbound: The report will produce results based on every inbound call
Inbound answered: The report will produce results based on inbound answered calls only
Inbound DDI only: The report will produce results based on inbound DDI (direct dial) calls only
Inbound transfer only: The report will produce results based on inbound transferred calls only
Inbound missed: The report will produce results based on inbound missed calls only
All outbound calls: The report will produce results based on every outbound call
Outbound connected only: The report will produce results based on outbound connected calls only
Outbound not connected only: The report will produce results based on outbound calls that were not actually connected
Outbound operator assisted: The report will produce results based on outbound calls that operator assisted
Tandem: The report will produce results based on outbound calls that were not actually connected
User mobile calls: The report will produce results based on tandem calls i.e. calls coming into a switch through one line and transferred out again through another
User SMS: The report will produce results based on "user-dispatched (sent) text messages". These types of "call" only come through if processing mobile billing data
All internal: The report will produce results based on internal calls only
Internal answered only: The report will produce results based on internal answered calls only
Internal not answered only: The report will produce results based on internal calls that were not answered
Internal not connected only: The report will produce results based on internal calls that were not actually connected
Private wire: The report will produce results based calls that went over a private wire
Feature: The report will produce results based on feature calls. A feature call is something which a user dials to obtain a specific PBX feature (such as voicemail enable/disable, group pick up, etc.) They're not really outbound calls or even internal calls, although some may be picked up as such. A feature call can vary depending on the make/model of PBX

An example of this exclusion can be seen below:

Carrier

The carrier is the tariff table used to cost the call. You can choose to set an exclusion when calls by a particular carrier are made.

You can select one of the following options:

Equals: Calls equal to the value entered here e.g. all calls via BT
Does not equal: Calls not equal to the value here e.g. all calls where BT is not the carrier

An example of this exclusion can be seen below:

Channel

If you want to set an exclusion when a call is routed or not routed over a particular channel, select this criterion.

You can select one of the following options:

Equals: Calls equal to the value of the channel entered here
Does not equal: Calls not equal to the value of the channel entered here

In order to add a value, just click on the button to add a channel.

The following window will appear. Drill up and down in the Directory in order to find the channel that you want to add. Then click on the green icon, as highlighted in red below:

An example of this exclusion can be seen below:

Chargeband

If you want to set an exclusion to advise when calls to a specific chargeband have been made use Chargeband as your criterion. This is normally used to set exclusions for calls using expensive chargebands but can also be used to advise when calls do not use a specific chargeband.

You can select one of the following options:

Equals: To find only exact matches for the chargeband entered e.g. Equals UKNAT
Does not equal to: To find all calls to everything except a particular chargeband e.g. Does not equal UKNAT
Begins with: To find calls to an chargebands beginning with a specific series of digits e.g. Begins with 'Band ff' for Premium rate calls regardless specific details
Does not begin with: To exclude calls to charge bands beginning with a specific series of digits e.g. '8 MOB'
Contains: To find a call where you only have a portion of the chargeband e.g. 'Mob' to pick up all mobiles
Does not contain: To find a call where you need to exclude certain numbers or portions of the chargeband e.g. Does not contain 'Mob'.
Ends with: When you want to find calls to chargebands ending with a specific series of digits e.g. ending with 'ff 13'
Does not end with: When you want to find calls to chargebands that do not end with a specific series of digits e.g. not ending with 'ff 13'.

An example of this alarm can be seen below:

CLI

If you want to set an exclusion when a call from a particular CLI appears, you simply need to select CLI and equals and type in the telephone number of the number who called. You also have the facility to enter partial numbers e.g. for Irish mobiles select Begins with and type "0035386" in the Value field. If you wanted to exclude Irish mobiles, you would simply select Does not begin with.

You can select one of the following options:

Equals: To find only exact matches
Does not equal to: To find every call except those from that CLI
Begins with: To find calls that begin with similar CLI numbers
Does not begin with: To exclude calls from specific CLIs
Contains: To find call from a CLI where you only have a portion of the number
Does not contain: To find a call from a CLI excluding certain numbers or portions of numbers
Ends with: To exclude CLI numbers ending with specific digits
Does not end with: Where the CLI does not end with specific digits

An example of this exclusion can be seen below:

Cost

Exclusions can be set when pre-set cost parameters are met e.g. calls above a particular cost. For example you can set an exclusion for calls above £5.00.

You can select one of the following options:

Is greater than: All calls above the value entered here
Is less than: All calls below the value entered here
Equals: Calls equal to the value entered here
Does not equal to: Calls not equal to the value here e.g. calls that were not free i.e. £0.00

An example of this exclusion can be seen below:

NOTE: This exclusion does not show a currency as it can be placed at the top of the directory and set regardless of currency. Alternatively if placed within a particular country, site or department, it will only be valid at that point.

Destination

Calls to specific destinations can be trigerred e.g. London or USA Mobile in the Value field. This would ensure that an exclusion was set each time a call to London or a US mobile was made. Additional exclusions could also be added e.g. a cost exclusions stating a minimum cost of $5.00.

You can select one of the following options:

Equals: To find only exact matches for this actual destination
Does not equal to: To exclude calls that don't match this destination
Begins with: To find calls that begin with a similar spelling
Does not begin with: To find calls except those that beging with a specific location spelling
Contains: To find calls to destinations where you only have a portion of the name
Does not contain: To find a call to destinations where you want to exclude a portions of the name
Ends with: To exclude locations ending with specific letters
Does not end with: To include all calls where the location does not end with specific letters

An example of this exclusion can be seen below:

Dialled number

If you want an exclusion to be set when a full or partial number is dialled, simply enter the partial or full number in the Value field.

You can select one of the following options:

Equals: To find only exact matches
Does not equal to: To excluding calls to a particular number or beginning with a particular sequence of numbers
Begins with: To find calls to a particular location e.g. 00 for International
Does not begin with: To exclude certain calls e.g. 07 for UK mobile/personal
Contains: To find a call where you only have a portion of the number
Does not contain: To find a call where you need to exclude certain numbers or portions of numbers
Ends with: When you want to find calls to a specific DDI
Does not end with: Calls to everywhere except a specific number range

An example of this exclusion can be seen below:

Duration

If you want to set an exclusion when a call exceeds a certain duration, is below a certain duration, is equal to or not equal to (in seconds), then select this exclusion.

You can select one of the following options:

Is greater than: Allows you to look for calls longer than the duration entered
Is less than: Allows you to look for calls shorter than the duration entered
Equals: Allows you to look for calls equal to the duration shown
Is not equal to: Allows you to look for any call that does not match the duration entered

An example of this exclusion can be seen below:

LCR code

If you are using LCR (Least Cost Routing) and want to be informed when a call is made that doesn't use your chosen route, select LCR, pick Does not begin with and enter the preferred LCR in the Value field. If using more than one LCR, you may add several and comma separate.

You can select one of the following options:

Equals: To find only exact matches
Does not equal to: To find any calls over alternative carriers
Begins with: To find calls for a partial LCR code
Does not begin with: To exclude calls over certain carriers
Ends with: To exclude LCR codes ending with specific digits
Does not end with: Where the LCR code does not end with specific digits
Contains: To find a call on an LCR where you only have a portion of the number
Does not contain: To find a call on an LCR excluding certain numbers or portions of numbers

An example of this exclusion can be seen below:

Response time

If you are concerned about response times, you can set an exclusion to advise when response times above a pre-determined duration are made.

You can select one of the following options:

Is greater than: Allows you to search for calls where the response time is longer than the number of seconds entered
Is less than: Allows you to search for calls where the response time is below the number of seconds entered
Equals: Allows you to search for calls where the response time equals that entered
Is not equal to: Allows you to search for calls where the response time differs to that entered

An example of this exclusion can be seen below:

Start time

If you would like to pick up any calls made after a certain time e.g. out of hours, select calls after and/or before a specific start time e.g. where start time is after 20:00:00 or start time is before 07:00:00.

You can select one of the following options:

is greater than: Filter for calls that started after this time e.g. after 08:00
is less than: Filter for calls that started before this time e.g. before 07:00
equals: Filter for calls that started at exactly this time
is not equal to: Filter for calls outside a particular time

An example of this exclusion can be seen below:

Trunk access code

If you want to pick up calls routed or not routed over a specific trunk access code use this exclusion.

You can select one of the following options:

Equals: To find calls using only this trunk access code
Does not equal to: To find every call that went out not using this trunk access code
Begins with: To find calls that went out over a trunk access code that began with these digits
Does not begin with: To find calls that went out over any trunk access code excluding those that began with the digits entered
Contains: To find calls over any trunk access code where you only have a portion of the number
Does not contain: To find a call over any trunk access code which does not certain numbers or portions of numbers
Ends with: To find calls over any trunk access code ending with specific digits
Does not end with: To find calls over any trunk access code that does not end with specific digits

An example of this exclusion can be seen below:

User

If you want to look at all calls for a particular user or calls for everyone except a particular user, user this exclusion. Note that like all exclusions, this can be used in conjunction with other criteria.

You can select one of the following options:

Equals: The 'user' in this context is the entity e.g. Equals 'London' or 'Joe Bloggs'.
Does not equal to: The 'user' in this context is the entity e.g. Does not equal: 'London' or 'Joe Bloggs'.

In order to add a value, just click on the button to add a channel.

The following window will appear. Drill up and down in the Directory in order to find the user that you want to add. Then click on the green icon, as highlighted in red below.

An example of this alarm can be seen below:

Weekday

You may add this criterion to include or exclude certain days of the week.

You can select one of the following options:

Equals: Simply select the days of week you want the alarm to apply to e.g. Equals Monday, Tuesday, Wednesday, Thursday & Friday
Does not equal to: Simply select the days of week you not want the alarm to apply to e.g. Does not equal Saturday and Sunday

An example of this alarm can be seen below:

The example below shows an Exclusion set for Weekends and for Internal calls.