<h2>Introduction</h2>

<p>The Busy channels report allows you to break down each business day into half-hour periods, showing the maximum and average number of 
telephone lines in use in any particular half-hour.  You can run the report for your entire organisation or for any entity within your 
organisation. You can even add filters e.g. to see how many channels were used answering calls to a specific number.</p>

<p>You can also opt to exclude weekends, when perhaps not many calls are being made or received, and so as not to distort the averages.  You can
 also concentrate on incoming or outgoing calls or look at all calls.</p>

<p>This report is ideal when trying to determine if you have enough lines or indeed if you require more lines. Please note that if your call
 traffic tends to fluctuate throughout the year, you may want to run the report for a period that includes busy times before deciding to reduce 
lines!</p>

<p>This report is also ideal if you have a number of legacy switches throughout your organisation and are looking to replace with an IP 
solution which will allow you to streamline and save on redundant line costs.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_1.png" alt="Busy channels" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Busy channels</span> in the reports type list, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_2.png" alt="Busy channels" />

<p>You can tailor the report to your specific requirements by selecting the entity you'd like to apply the report to as well as the output format required. You can also limit the results by adding filters and options as detailed below: </p>

<h4>Entity</h4>

<p>The <span class="reference">Entity</span> allows you to choose which area of the directory you would 
like to report on. If you want to run a report for your entire 
organisation, you do not need to choose an entity.</p>

<p>If you want to select a specific area for reporting, click on the 
<img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/add_button.png" alt="Add Entity button" /> 
button to get a pop-up window showing the areas of the directory you can report on.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/reports_3.png" alt="Add Entity" />

<p>To drill up and down simply click on the hyperlinks provided, shown in 
the screenshot below as Aberdeen, Birmingham, Brighton, Cardiff etc.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_1.png" alt="Entity panel" />

<p>Once you have reached the area you would like to report on, click on the green 
<img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/tick_button.png" alt="Add Entity button" /> 
as highlighted in red below.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_2.png" alt="Entity panel" />

<p>Alternatively if you are looking for a specific area e.g. person, 
department, site, name etc, you can just enter the name and press the 
<img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/search_button.png" alt="Search" /> 
button as shown in the example below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/entity_panel_3.png" alt="Entity panel" />

<h5>Selected Entity</h5>

<p>Once your entity you would like to report on had been selected, it will appear, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/selected_entity.png" alt="Selected entity" />

<h5>Delete an Entity</h5>

<p>In order to delete an entity, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/delete_entity.png" alt="Delete entity" />

NOTE: If you have restricted access, you may not be able to see the entire directory. You will need to speak to your system administrator to get access rights to other areas.

<h4>Period</h4>

<p>TIM Enterprise allows complete flexibility in the way you can select 
your Billing Periods.</p> 

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/period.png" alt="Entity panel" />

<p>You have three types of period to select from. These are:</p>

<ul>
	<li><b>Preset period</b></li>
	<li><b>Last period</b></li>
	<li><b>Custom period</b></li>
</ul>

<h6>Preset period</h6>

<p>The standard Preset periods are shown below and can be selected from this simple drop-down list.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/preset_period.png" alt="Preset period" />

NOTE: We define last week from the pre-set periods as Sun-Sat of the previous week and last 7 days as the preceding 7 days.

<h6>Last period</h6>

<p>The last period allows complete flexibility, e.g. last 3 hours, last 7 days, last 2 quarters.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/last_period.png" alt="Last period" />

NOTE: We define last week from the pre-set periods as Sun-Sat of the previous week and last 7 days as the preceding 7 days.

<h6>Custom period</h6>

<p>The user defined custom period allows the user to define the exact date and time that the report is required from and to.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/custom_period.png" alt="Custom period" />

<h4>Format</h4>

<p>This allows you to define the format of the output. Simply click on your 
preferred output format to determine whether you would like the report 
output in Web format, to PDF, CSV, as XML or Excel.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/formats.png" alt="Formats" />

<p>To select, simply click on your chosen format from the list as
 shown above. Note that any report can be run several times with 
different formats selected for the output if required.</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=196>Format</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/web_icon.gif" /> <b>Web</b></td>
			<td class="confluenceTd">When a report is run, its output is displayed in the Report Output 
				window, which is a mini web-browser containing the HTML output generated
				 by the report engine. It is the common interface for all reports.  The
				 report body is shown in a window that can be panned around by using the
				 horizontal and vertical scrollbars. If the report is made up of 
				multiple pages, you can navigate it by using the <span class="button no_margin">Back</span> and <span class="button no_margin">Fwd</span> buttons at
				 the bottom.  You can print the report by pressing the <span class="button no_margin">Print</span> button, or 
				save the report to an HTML file by pressing the <span class="button no_margin">Save</span> button and choosing
				 a filename and location.
				<p>Universally-accessible, this format provides clickable column headers 
				for dynamic sorting of table data, with clean graphical charts in the 
				popular Flash format, so you can zoom into them for more detail.  Each 
				report is fully customisable - right down to the individual table 
				fields.  To view these reports, all that's needed is your favourite web 
				browser - with no need for obscure add-ons!</p>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/pdf_icon.gif" /> <b>PDF <br/>(Portable Document Format)</b></td>
			<td class="confluenceTd">PDF is a file format created by Adobe Systems in 1993 for document 
				exchange.  PDF is used for representing two-dimensional documents in a 
				manner independent of the application software, hardware, and operating 
				system.

				<p>PDFs will run over several pages depending on the report selected. 
				Because of the nature of PDF reports, headers are fixed and not 
				selectable as in web reports above.  You may however pre-sort before 
				running or scheduling using the filters available in the <span class="reference">Options</span> 
				section. PDFs are ideal for producing reports like <span class="reference">Phone Bills</span>. PDFs 
				are ideal when distributing to colleagues inside and outside of your 
				organisation - while guaranteeing they'll look identical across all 
				operating systems when viewed on the screen or printed out.</p>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/xml_icon.gif" /> <b>XML <br/>(Extensible Markup Language)</b></td>
			<td class="confluenceTd">XMLs purpose is to aid information systems in sharing structured data, 
				especially via the internet, to encode documents and to serialise data. XML, in combination with other standards, makes it possible to define 
				the content of a document separately from its formatting, making it easy
				 to reuse that content in other applications or for other presentation 
				environments. Most importantly, XML provides a basic syntax that can be 
				used to share information between different kinds of computers, 
				different applications, and different organizations without needing to 
				pass through many layers of conversion.

				<p>Since all reports are derived from this native format, we pack each one 
				with all the data you'd ever need, so you'll always be able to extract 
				the report data into your favourite reporting packages, such as Business
				 Objects, Crystal Reports, or even your favourite Office spreadsheet.</p>
			</td>
		</tr>
		<tr>
			<td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/csv_icon.gif" /> <b>CSV <br/>(Comma Separated Values)</b></td>
			<td class="confluenceTd">A CSV file is used for the digital storage of data structured in a table
				 of lists form, where each associated item (member) in a group is in 
				association with others also separated by the commas of its set. Each 
				line in the CSV file corresponds to a row in the table. Within a line, 
				fields are separated by commas, each field belonging to one table 
				column. CSV files are often used for moving tabular data between two 
				different computer programs, for example between a database program and a
				 spreadsheet program.

				<p>This option is ideal for interacting with your own back office systems, 
				all CSV data is fully customisable using XSLT from the report's original
				 XML format.</p>
			</td>
		</tr>
		
		<tr>
			<td class="confluenceTd"><img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/excel_icon.gif" /> <b>Excel</b></td>
			<td class="confluenceTd">Select Excel as your preferred report format, if you would like to 
				manipulate the data and possibly integrate with data in other Excel 
				spreadsheets.
			</td>
		</tr>
	</tbody>
</table>

<h4>Filters</h4>

<p>The filters option allows you to add one or more filters to the report 
to allow you to sift through information in more detail. To add a 
filter, simply choose the relevant filter and press the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/add_button.png" > button to add to the report.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_1.png" alt="Add filter" />

<p>The following window will appear, allowing you to set your report's filters:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_4.png" alt="Add filter" />

<h5>Account code</h5>

<p>If your telephone system provides the ability to add account codes, you 
may filter by entering the account code here. If more than one account 
code needs to be entered, simply comma separate.</p>

<p>The default option is to search for calls where there is an exact match 
for the account code entered i.e. <span class="keyword">equals</span>, however you do have several 
other options as presented below:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/account_code_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">equals: </span>to find only exact matches</li>
    <li><span class="keyword">is not equal to: </span>to excluding calls to a particular number or beginning with a particular sequence of numbers</li>
    <li><span class="keyword">begins with: </span>to find calls to a particular location e.g. 00 for International</li>
    <li><span class="keyword">does not begin with: </span>to exclude certain calls e.g. 07 for UK  mobile/personal</li>
    <li><span class="keyword">ends with: </span>when you want to find calls to a specific DDI</li>
    <li><span class="keyword">does not end with: </span>calls to everywhere except a specific number range</li>
    <li><span class="keyword">contains: </span>to find a call where you only have a portion of the number</li>
    <li><span class="keyword">does not contain: </span>to find a call where you need to exclude certain numbers or portions of numbers</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Carrier</h5>

<p>The carrier is the tariff table used to cost the call. You can choose to
 filter all calls by a particular carrier e.g. if you want to check a 
recent bill from that carrier. Alternatively, you may want to look at 
all calls not routed over a particular carrier. To do this, simply 
select from the above:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/carrier_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
	<li><span class="keyword">equals: </span>calls equal to the value entered here</li>
	<li><span class="keyword">is not equal to: </span>calls not equal to the value here e.g. calls that were not free i.e. 0.00</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Cost</h5>

<p>The cost, if any, incurred by the call (shown in local currency). You can filter by cost to show calls:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/cost_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
	<li><span class="keyword">is greater than: </span>all calls above the value entered here</li>
	<li><span class="keyword">is less than: </span>all calls below the value entered here</li>
	<li><span class="keyword">equals: </span>calls equal to the value entered here</li>
	<li><span class="keyword">is not equal to: </span>calls not equal to the value here e.g. calls that were not free i.e. 0.00</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Dialled number</h5>

<p>When filtering by dialled number, enter the number you want to filter by here, including any international prefixes.</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/dialled_number_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">equals: </span>to find only exact matches</li>
    <li><span class="keyword">is not equal to: </span>to excluding calls to a particular number or beginning with a particular sequence of numbers</li>
    <li><span class="keyword">begins with: </span>to find calls to a particular location e.g. 00 for International</li>
    <li><span class="keyword">does not begin with: </span>to exclude certain calls e.g. 07 for UK  mobile/personal</li>
    <li><span class="keyword">ends with: </span>when you want to find calls to a specific DDI</li>
    <li><span class="keyword">does not end with: </span>calls to everywhere except a specific number range</li>
    <li><span class="keyword">contains: </span>to find a call where you only have a portion of the number</li>
    <li><span class="keyword">does not contain: </span>to find a call where you need to exclude certain numbers or portions of numbers</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>LCR Code</h5>

<p>If you use Least Cost Routing, you can select the carrier you would like
 to report on here. Alternatively you can choose to exclude certain 
carriers.</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/lcr_code_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">equals: </span>to find only exact matches</li>
    <li><span class="keyword">is not equal to: </span>to find any calls over alternative carriers</li>
    <li><span class="keyword">begins with: </span>to find calls for a partial LCR code</li>
    <li><span class="keyword">does not begin with: </span>to exclude calls over certain carriers</li>
    <li><span class="keyword">ends with: </span>exclude LCR codes ending with specific digits</li>
    <li><span class="keyword">does not end with: </span>where the LCR code does not end with specific digits</li>
    <li><span class="keyword">contains: </span>to find call on an LCR where you only have a portion of the number</li>
    <li><span class="keyword">does not contain: </span>to find a call on LCR excluding certain numbers or portions of numbers</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Start time</h5>

<p>Start time is defined as the exact time of day the call started, as 
output by your telephone system.  You may choose to filter for any of 
the following:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/start_time_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">is greater than: </span>filter for calls that started after this time e.g. after 08:00</li>
    <li><span class="keyword">is less than: </span>filter for calls that started before this time e.g. before 07:00</li>
    <li><span class="keyword">equals: </span>filter for calls that started at exactly this time</li>
    <li><span class="keyword">is not equal to: </span>filter for calls outside a particular time</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Call Type</h5>

<p>This allows you to define the type of call you would like to report on.
 You can choose between the following:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/call_type_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">All inbound: </span>.......</li>
    <li><span class="keyword">Inbound answered: </span>.........</li>
	<li><span class="keyword">Inbound DDI only: </span>.......</li>
    <li><span class="keyword">Inbound transfer only: </span>.........</li>
	<li><span class="keyword">Inbound missed: </span>.........</li>
    <li><span class="keyword">All outbound calls: </span>.........</li>
    <li><span class="keyword">Outbound connected only: </span>.........</li>
	<li><span class="keyword">Outbound not connected only: </span>.........</li>
    <li><span class="keyword">Outbound operator assisted: </span>.........</li>
	<li><span class="keyword">Tandem: </span>.........</li>
	<li><span class="keyword">User mobile calls: </span>.........</li>
	<li><span class="keyword">User SMS: </span>.........</li>
    <li><span class="keyword">All internal: </span>.........</li>
    <li><span class="keyword">Internal answered only: </span>.........</li>
	<li><span class="keyword">Internal not answered only: </span>.........</li>
    <li><span class="keyword">Internal not connected only: </span>.........</li>
	<li><span class="keyword">Private wire: </span>.........</li>
	<li><span class="keyword">Feature: </span>.........</li>
</ul>

<p>Then you can define the actual type of call. e.g. to see all abandoned 
DDI calls, choose <span class="keyword">equals</span> and select <span class="reference">'Missed DDI only'</span> from drop-down list.  
This will show how many channels had missed or abandoned calls at any one time.</p>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>CLI</h5>

<p>The telephone number of the caller if presented known as CLI (Caller 
Line Identification). If you want to search for calls from a particular 
CLI or look for all calls excluding those from a specific CLI, filters 
should be used as follows:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/cli_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">equals: </span>to find only exact matches</li>
    <li><span class="keyword">is not equal to: </span>to find every call except those from that CLI</li>
    <li><span class="keyword">begins with: </span>to find calls that begin with similar CLI numbers</li>
    <li><span class="keyword">does not begin with: </span>to exclude calls from specific CLI's</li>
    <li><span class="keyword">ends with: </span>exclude CLI numbers ending with specific digits</li>
    <li><span class="keyword">does not end with: </span>where the CLI does not end with specific digits</li>
    <li><span class="keyword">contains: </span>to find call from a CLI where you only have a portion of the number</li>
    <li><span class="keyword">does not contain: </span>to find a call from a CLI excluding certain numbers or portions of numbers</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Destination</h5>

<p>The destination can most easily be defined as the B end of the call. 
It will change depending on the type of report being run. e.g. on an 
internal call, the destination will be the extension number or name of 
the person being dialled (if the extension number has been allocated a 
name). On an outgoing call the destination will be the name of the place
 being dialled e.g. USA, Leeds, Vodafone etc. If a location or mobile 
has been customised with an exact name, this will be shown e.g. Joe 
Bloggs mobile, ABC Corp LA office etc. This allows you to search for all
 calls except those to a specific destination.</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/destination_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">equals: </span>to find only exact matches</li>
    <li><span class="keyword">is not equal to: </span>to exclude calls that don't match</li>
	<li><span class="keyword">begins with: </span>to find calls for a partial LCR code</li>
    <li><span class="keyword">does not begin with: </span>to exclude calls over certain carriers</li>
    <li><span class="keyword">ends with: </span>exclude LCR codes ending with specific digits</li>
    <li><span class="keyword">does not end with: </span>where the LCR code does not end with specific digits</li>
    <li><span class="keyword">contains: </span>to find call on an LCR where you only have a portion of the number</li>
    <li><span class="keyword">does not contain: </span>to find a call on LCR excluding certain numbers or portions of numbers</li>	
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Duration</h5>

<p>You may want to filter calls based on the length of time spent on a call
 i.e. call duration. To do this, simply use filters as follows:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/duration_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">is greater than: </span>allows you to look for calls longer than the duration entered</li>
    <li><span class="keyword">is less than: </span>allows you to look for calls shorter than the duration entered</li>
    <li><span class="keyword">equals: </span>allows you to look for calls equal to the duration shown</li>
    <li><span class="keyword">is not equal to: </span>allows you to look for any call that does not match the duration entered</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Response time</h5>

<p>This filter allows you to search and see how long it took for a call to 
be answered. The duration for response time is always in seconds. The 
filters should be used as follows:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/response_time_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">is greater than: </span>allows you to search for calls where the response time is longer than the number of seconds entered</li>
    <li><span class="keyword">is less than: </span>allows you to search for calls where the response time is below the number of seconds entered</li>
    <li><span class="keyword">equals: </span>allows you to search for call where the response time equals that entered</li>
    <li><span class="keyword">is not equal to: </span>allows you to search for calls where the response time differs to that entered</li>
</ul>

<h5>Trunk access code</h5>

<p>This filter allows you to search for calls that used a particular trunk 
access routing code. The filters should be used as follows:</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/trunk_access_code_exmpl.png" alt="Busy channels" />

<p>You can select one of the following options:</p>

<ul>
    <li><span class="keyword">equals: </span>to find calls using only this trunk access code</li>
    <li><span class="keyword">is not equal to: </span>to find every call that went out not using this trunk access code</li>
    <li><span class="keyword">begins with: </span>to find calls that went out over a trunk access code that began with these digits</li>
    <li><span class="keyword">does not begin with: </span>to find calls that went out over any trunk access code excluding those that began with the digits entered</li>
    <li><span class="keyword">ends with: </span>find calls over any trunk access code ending with specific digits</li>
    <li><span class="keyword">does not end with: </span>find calls over any trunk access code that does not end with specific digits</li>
    <li><span class="keyword">contains: </span>to find calls over any trunk access code where you only have a portion of the number</li>
    <li><span class="keyword">does not contain: </span>to find a call over any trunk access code which does not certain numbers or portions of numbers</li>
</ul>

<p>To add the filter, simply choose the relevant filter and press the <span class="button">Add</span> button to add to the report.</p>

<h5>Added Filters</h5>

<p>Once your filters are added, they will appear under the <span class="reference">Filters</span> section, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_2.png" alt="Busy channels" />

<h5>Delete a Filter</h5>

<p>In order to delete a filter, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/filters_3.png" alt="Busy channels" />

<h4>Options</h4>

<p>Unlike Filters, Options differ depending on the report being run. Some 
reports do not have any options. Because all options are not available 
on all reports, only the options that can be used with the report 
selected will be shown. All other options will be greyed out and can not
 be selected.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/options_busy_channels.png" alt="Options" />

<p>Upon selecting the Option, then click on the <span class="button">Add</span> button to add this option or just select the <span class="button">Close</span> button if you no longer want to include this Option.</p>

<p>A list with the available options for the Busy channels report can be seen below:</p>

<h5>Exclude transfers</h5>

<p>Select this option if you would like to exclude transferred calls when running a report. For example if you were running Call analysis report on incoming calls and wanted to see only how well calls were answered when first presented, you would add the <span class="reference">Exclude transfers</span> option.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/exclude_transfers.png" alt="Options" />

<p>As shown above, you have the following two options:</p>

<ul>
	<li><span class="keyword">Yes: </span>............</li>
	<li><span class="keyword">No: </span>............</li>
</ul>

<p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p>

<h5>Exclude weekends</h5>

<p>This option gives you the option of excluding weekend calls from any results shown. To exclude weekend calls, simply select <span class="keyword">Yes</span> as your option.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/exclude_weekends.png" alt="Options" />

<p>As shown above, you have the following two options:</p>

<ul>
	<li><span class="keyword">Yes: </span>............</li>
	<li><span class="keyword">No: </span>............</li>
</ul>

<h5>Sort results by</h5>

<p>When running this report, you may want to order the results to suit. You can select the criteria by which you want to order the results from the list as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/sort_results_busy_channels.png" alt="Options" />

<ul class="content">
	<li><span class="keyword">Time slot: </span>...............................
	</li>
	<li><span class="keyword">Max busy: </span>..................................
	</li>
	<li><span class="keyword">Average busy: </span>....................................................
	</li>
	<li><span class="keyword">Total duration: </span>Will sort results by total duration. Please note that on PDF report duration will be in descending order. On Web reports all headers are clickable so you can alternate between ascending and descending duration.</li>
</ul>

<p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p>

<h5>Sort order</h5>

<p>Decide if you would like the results displayed in ascending or descending order.</p>

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

<p>As shown above, you have the following two options:</p>

<ul>
	<li><span class="keyword">Ascending: </span>............</li>
	<li><span class="keyword">Descending: </span>............</li>
</ul>

<p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p>

<h5>Ignore missed</h5>

<p>You may choose to ignore missed calls below a defined time e.g. 2 seconds. Because the ring time is so short, these calls are difficult to actually answer and therefore you may not want to include in a <span class="reference">Missed calls</span> report.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/ignore_missed.png" alt="Options" />

<p>As shown above, you have the option to insert the number of seconds above which your missed calls will be ignored.</p>

<p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p>

<h5>Audio only</h5>

<p>.............................................................................................................................</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/audio_only.png" alt="Options" />

<p>As shown above, you have the following two options:</p>

<ul>
	<li><span class="keyword">Yes: </span>............</li>
	<li><span class="keyword">No: </span>............</li>
</ul>

<p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p>

<h5>Notes only</h5>

<p>.............................................................................................................................</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/notes_only.png" alt="Options" />

<p>As shown above, you have the following two options:</p>

<ul>
	<li><span class="keyword">Yes: </span>............</li>
	<li><span class="keyword">No: </span>............</li>
</ul>

<p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p>

<h5>Scored only</h5>

<p>.............................................................................................................................</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/scored_only.png" alt="Options" />

<p>As shown above, you have the following two options:</p>

<ul>
	<li><span class="keyword">Yes: </span>............</li>
	<li><span class="keyword">No: </span>............</li>
</ul>

<p>Once your option is selected, press the <span class="button">Add</span> button to add it to the report.</p>

<h5>Added Options</h5>

<p>Once your options are added, they will appear under the <span class="reference">Options</span> section, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/options_2.png" alt="Options" />

<h5>Delete an Option</h5>

<p>In order to delete an option, just select it with your mouse and click on the <img class="icon" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/red_delete_button.png"> button above it, as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/options_3.png" alt="Options" />

NOTE: You may add more than one filter to any report.

<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>

<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, as shown below. The results will appear immediately in your
chosen format.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/run_report.png" alt="Run report" />

<p>To schedule the report for delivery at a later date, follow the instruction given on the <a href="Schedule a report">Schedule a report</a> section.</p>

<h2>Busy channels - The results</h2>

<h4>Output to Web</h4>

<p>When selecting <span class="reference">Web</span> as the output format, this report will appear as above.</p>

<p>The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on <span class="link">About this report</span> at the top right of the page.</p> 

<p>As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and
time it was run.</p>

<p>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>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_1.png" alt="Busy channels" />

<p>The main report body consists of two parts: a graph and a table.</p>

<p>The graph is a quick and easy indication of your line usage, broken down into half-hour timeslots. The percentage on the
y-axis shows the number of lines utilised. The x-axis shows the start point of each hour of the day.</p>

<p>The bars on the graph are coloured to show the maximum number of trunks busy in each particular half-hour (light red),
overlaid by a bar showing the average number of trunks busy in the same period (dark blue).</p>

<p>The table shows the actual data for each half hour of the day. It also splits the data into maximum lines busy and average
lines busy as well as providing a total for all types of calls. The table holds the following information for each half-hour
period:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=110>Header</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Time slot</b></td>
			<td class="confluenceTd">The time of day in half-hour periods.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Total duration</b></td>
			<td class="confluenceTd">The total time when trunks were busy, both incoming and outgoing combined.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Max busy</b></td>
			<td class="confluenceTd">Shows the maximum number of trunks in use during the time slot shown.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Average busy</b></td>
			<td class="confluenceTd">Shows the average number of trunks in use during the time slot shown.</td>
		</tr>
	</tbody>
</table>

NOTE: ALL headers are clickable, allowing you to reorder the report as required.

<h6>Summary information box</h6>

<p>The info box at the beginning of the report is fairly self-explanatory as you can see from the sample summary shown
below:</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_3.png" alt="Busy channels" />

<p>If you would like to go back and view this 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_enterprise/breadcrumb.png" alt="Breadcrumbs" />

<h4>Output to PDF</h4>

<p>This report format appears as a three page PDF report. The first page shows the name of the person who has prepared/scheduled the report. This name is picked up from your login. It also contains the entity you report on, the period covered and any filters used in the report.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_pdf_1.png" alt="Busy channels PDF" />

<p>The second page has a graph depicting average and maximum number of channels used as shown below:</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_pdf_2.png" alt="Busy channels PDF" />

<p>The third page breaks this graph down into detail showing the time slots with the maximum and average number of channels busy and the total duration of time spent on calls for each time slot depicted.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_pdf_3.png" alt="Busy channels PDF" />

<h4>Output to XML</h4>
<p>You can choose to output information as an XML feed for use in external applications. This may look a little odd when presented as shown below but is ideal when you need to provide a call logging feed to other applications.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_xml.png" alt="Busy channels XML" />

<h4>Output to CSV</h4>
<p>The CSV option allows you to output the data to a CSV file. This can be either opened immediately or saved for future use.</p>

<img class="screenshot naked" src="http://www.tri-line.com/common/img/documentation/tim_enterprise/busy_channels_csv.png" alt="Busy channels CSV" />