GBS Software and Services TeleTellus pro Telephone system reporting and call accounting software.
Help Desk Support: +61 2 8577 5033 gbstech@optusnet.com.
Table of Contents 1. OVERVIEW ............................................................................................................................................................................................................ 4 2. SETUP ..................................................................................................................................................................................................................... 6 2.1 PHONE SYSTEM COMMUNICATION....................
Section 1 1. Overview W elcome to the usage of TeleTellus pro software for your business or organisation. As the internet is providing mainstream information to the masses, the telephone is playing an increasingly more important role in handling special sales, and service enquiries.
Key Features at a Glance: TeleTellus pro is simple use and offers a powerful to monitor and report on call statistics. 1. Graphical and table based call statistics. 2. Call Data can show extension and trunk line names. 3. View today or past history and archived call data. 4. In-built call costing tables which can be edited to suit local costing requirements 5.
Section 2 2. Setup The main important setup for TeleTellus pro is to establish the communication settings to ensure that data is correctly received from the phone system. In addition, if you wish to establish reports via email, you must configure the email server SMTP address (see below). Apart from these, TeleTellus pro can operate effectively within minutes of operating. Your authorised reseller may need to advise or assist you in connecting the TeleTellus Pro program to the phone system.
Extensions, Lines, Departments, and Group definitions This allows you enter extension names for display and reporting purposes. You can also specify which items are to be displayed on the main screen for easy monitoring of call statistics. Call Data To modify the call charges for billing and costing outgoing and incoming calls, click on the Call Charge Rates button. The business hours are used to set the range of times that the bar graphs are displayed.
2.1 Phone System Communication This screen specifies the communications settings that TeleTellus pro uses to receive data from the phone system. Generally the types of communications used may be a serial, Ethernet or file access. In general, the settings should match the settings configured in the phone system. If you are having difficulty with receiving data, you may first check a. The phone system has been enabled to send call data for incoming and outgoing calls. b.
2.2 Email Server TeleTellus pro is able to send call notifications and reports to nominated email addresses. This screen requires you to enter the IP or name address for your email server . Please consult with your IT manager or consultant to identify the following setup data Server SMTP Email Server Address for Outgoing Mail (SMTP) This can be the IP address e.g. 192.168.0.1 or the corresponding name e.g. mail.ISP.com User Authentication This may be optional. Check with your ISP or IT manager.
e.g. TeleTelluspro@mycompanydomain.com Test Email Use this facility to generate a test email message to the email address entered, so that you can check if the server address and user authentication have been correctly entered. If the email is not received, or an error message occurs, check the server IP address and user authentication. If the problem persists, consult your IT manager to check if the appropriate permissions are established for allowing TeleTellus pro to send email messages.
2.3 Telephone Resources TeleTellus pro is able to display names instead of numbers for lines, extensions, direct indials (DDI). You can enter the list of data to be monitored and reported, or you can quickly create a list of extensions from calls already received, and then simply add a name. Alternatively if you have a list of extensions and associated names in a text file, you can import this list to save you entry time. 2.3.
2.3.2 Lines . Setup the list of lines to monitor on the main screen. The Trunk type is used in the Telephone System Usage Reports pie chart display, showing the percentage calls handled by the various types of lines you wish to monitor.
2.3.3 DID / DDI This applies to systems which have digital Direct Dial incoming lines, such as ISDN. Setup the list of incoming direct dial numbers to monitor on the main screen.
2.3.4 Extension The list of extensions is used to display on the extension on the main screen display when the Monitor is crossed for the extension as shown below. The extension name is used in the reports and displays throughout TeleTellus pro as an alternative to the extension number. You can create your own departments for display on the main monitor via the Departments button at the top left side of the screen. An extension can be a member of one or more departments.
2.3.5 Departments Create up to 10 departments to be used for display on the main screen. Assign the extensions to each display using the Extensions setup screen. Both incoming and outgoing calls are reported for each department, and since an extension can be a member of more than one department, you may find that the total calls handled by all departments may be actually larger than the total incoming calls received by the phone system.
2.3.6 Groups The Groups are displayed in the Report Builder and in the main screen monitor. Generally, you can use the groups to represent actual groups configured in the phone system. The Pilot/DDI is generally the group’s virtual extension number configured in the PABX. Please consult your authorised reseller for information about the group pilot numbers.
Pop screen showing the list of extensions.
2.3.7 Importing Data from CSV or txt files If you already have a list of extensions, or DDI numbers or lines, you can import this list into TeleTellus pro, by clicking on the Add From File button on the relevant line, DDI or extension screen. The text file can list the items with the first entry of each line being the number, e.g. DDI number “84845800” and then followed by a comma and then by a label to name the number .e.g. “main number” e.g.
Then you will be able to view the data before applying it to the screen.
2.4 Call Charge Rates Setup the call charge rates by selecting the menu Setup/Program Setup Basic Trunk Call Cost Considerations There are two ways the calls cost is determined. If the trunk line carrier is able to generate a call cost, via pulses or charge value, then TeleTellus pro can be used to simply apply a markup to the carrier generated cost.
II. Time Periods There are 3 time periods which are used in determining the call rates. Each hour for each day for every day of the week can be defined as one of the three periods called Off Peak, Peak or Economy. You can ignore the multiple periods and simply use the one period for all the rates.
Setting up your call rates The following can be viewed from the Setup/Program Setup/Call Charge Rates menu. 1- Call Types and enter the appropriate call types for your region. For example; Local (Already defined, and cannot be changed) Neighbourhood Community National Mobile International Operator Freecall Infocall Other 2 - Strip Carrier Prefix – enter the prefix of any carrier codes that are used to route calls to another network provider, e.g.
Carrier Trunk Line Charges The carrier trunks can send meter pulses data or digital cost information to the phone system when calls are made from these trunk lines. Each pulse received can be converted to a cost value, simply by entering a cost factor in the Markup section of the Call Charge Setup (menu number 5) For example if the carrier sends one pulse for each local call, then enter 2.50 into the Markup table under the Local column heading in order to cost the call as $2.50 see below.
Talk Time Based Call Charging This method is used when the carrier trunk is not providing pulses or cost data to the phone system. Using menu 9- Telephone Number Charges enter the prefix telephone numbers that distinguish the various calls, such as local calls, STD, IDD, mobile etc, and enter the appropriate call rate for the peak period (default) and or flat cost connection or flag fall cost). These call charges exclude tax, and represent the raw values before the markup (menu 5) is applied.
2.5 Privacy In cases where users are making calls to phone banking where they need to enter pin codes and account numbers, TeleTellus pro can limit the digits being recorded to a maximum number, e.g. 10. where the 11th and other digits are not recorded or printed in TeleTellus pro call database. 2.6 Business Hours Enter the business hours to display the range of hours for the main screen daily trend graphs.
Section 3 3. Alarm and Notifications 3.1 Alarms TeleTellus pro has the capability to notify specified email addresses about certain event messages, such as lost calls, as described below. Each minute TeleTellus pro checks all the call data that have been received from the phone system in the past minute, to determine if an alarm or event message needs to be sent. You can send the alarms to multiple email addresses, by separating each email address with the semi colon character eg. Manuel@company.com.
In addition, for Panasonic phone systems (TDA series) TeleTellus pro is able to send emails to nominated email address when major service alarms occurs. Minor alarms are logged in a folder in the TeleTellus pro folder called “service”.
Section 4 4. Main screen - Monitoring TeleTellus pro makes it easier for you to view call statistics. You can select the range of dates, on the left side, or simply show the current day’s calls.
4.1 Report Data You can choose from a range of call data to display on the main screen. Click on the cog wheel icon main screen. to add the items to display on the 4.3.1 Extensions Both incoming and outgoing calls are displayed for the nominated extensions. You can enter the extensions for monitoring in the setup display. 4.3.2 Departments The departments are made up of a list of extensions which are defined via the setup icon.
4.3.4 Groups This display is commonly used for call centre groups. You can setup the list of extensions and group virtual or pilot extension number via the setup icon 4.3.5 Lines (Trunk) You can monitor any of the trunk lines on your phone system via the setup icon call count does not include transferred calls. 4.2 Trend Graph The trend graph represents the total call data for all of the calls. You can choose the type of calls to be displayed in the graph.
4.3 Report Date Range Select menu option calls, or select one of from past dates.
4.4 Call Filter Settings The choice of items to search are listed as follows Answer Time of the call in seconds Cost of the call Duration or talk time for the call in minutes Status of the call, e.g. No Answer Call Type, e.g. Local, Long Distance, Mobile etc. Searching Item You can enter the value or select the value from the list by clicking on the (except for answer time, duration and cost.
4.3.6 Telephone System Usage Analysis This is a useful management report that can assist in analyzing key performance indicators for the organization.
Drilling Down to show Call Details You can click on the report table item, say an extension to view its call details, as shown below. You can also double click on the bar graph to view the call details for a specific calls for a bar graph.
4.4 Print & Export You can print or export the summary table and trend graph.
5 Section 5. Reports 5.1 Report Builder The Report Builder is a flexible analysis tool which allows you to search the call database and generate summary reports of various styles, as illustrated below. You can define your own reports and have them emailed to you on a regular daily, weekly or monthly basis.
Using the Report Builder 1. Click the down arrows for each of the dates to change the beginning and end dates for the report. 2. Select the call item you wish to report, such as extension, account code etc. You can specify one or more items, e.g. for an extension report, you can enter 201,202,207 to generate a report for the 3 extension. You can also click on the expansion box to view and select from the list of items as shown below. 3. Select the type of calls to report from the list, e.g. OUT or IN.
4. Output Report Format Select the type of report that you require. The Summary report type is a popular choice for general management reports. The Trend report is useful for analyzing busy periods, during the day, week or month. Click on the Run button to view the report. If you would like to generate this report on a regular basis, you can setup the report to be emailed to you on a regular basis (see below).
Detail Settings This applies to reports where you would like to see the specific call data. You can specify the specific call data fields you wish to include in the report by clicking on the field as shown below.
5.1.1 Output Report Format Summary Report Shows the summary of all the call items specified. Select one of the other call statistics you wish to view on the trend graph. Reduce the number of items displayed to increase the size of the bar graph.
Print Graph and Table The bar graph and table can be printed. Using the Print Table option, you can save the table report data to a comma separated file. You can select the specific call data fields to include in the printout or file.
5.1.2 Trend The trend report shows the calls and talk time over various periods, including hourly, weekly, monthly and yearly. You can view the detail calls for any of the bars in the graph by double clicking on it. This report can assist in determining busy periods. This can be a very powerful tool, where you can generate a report over say the last 3 months, and display the trend so you can see which hours of the day have been the busiest over the 3 month period.
5.1.3 Detail Report The detail report shows all the call data. You can click on the heading to sort the data for that column in ascending or descending order. The data can be printed or exported to a comma separated file.
5.2 Phone Bill The Phone Bill report can be used to print professional looking phone bill invoices. These invoices can be provided to tenants. To generate a report, first select the begin and end date/time range. Then nominate the account code or extension number to be in the report. You can nominate multiple extensions or account codes, by separating the entries with a comma. Enter any equipment or other service charge and then click on the Calculate button to determine the total cost.
6 Section 6. Database Management 6.1 SMDR Database Archive Call Data allows you to create a partial or full copy of the current call data file. You can specify the range of dates to extract the call data. At the end of the copy phase, you will be prompted to purge the data extracted from the current data file. If the extracted data isn’t required for regular reports, then you can accept the purge prompt, and TeleTellus pro will clear the main call data file.
6.2 Auto Backup Databases There are several data files that should be backed up on a regular basis. These include the call database, and settings data files. By enabling the Auto backup databases on exit function, under the File menu, TeleTellus pro creates a copy of the data files and places them under the TeleTellus pro folder in a folder named Auto_Backup\yy_mm_dd when you exit the program. Where yy are the last 2 digits of the year, mm the month and dd the day.
7 Section 7. Troubleshooting The following troubleshooting tips may assist in resolving error messages or operation malfunctions. There are different types of error messages as listed below; 1. Communication problems If TeleTellus pro is unable to be set online, you can check the following; The serial cable is firmly connected to the computer and telephone system The communication port is correctly selected in the Program Setup/PBX Settings screen The serial cable or any patch panel connections.
CallType.dat Contains the descriptions of the call types used, e.g Local, National, International. 3. Incorrect Data appearing in the Call Monitor If call data does not appear in the TeleTellus pro main screen for Todays calls, or the date/time or other field of information does not appear normal then please check with your authorised reseller the Program Setup menu for the PBX; 4. Errors and Data files TeleTellus pro maintains a number of log files that can greatly assist in trouble shooting problems.
