User guide

Table of Contents
1. OVERVIEW ............................................................................................................................................................................................................ 4
2. SETUP ..................................................................................................................................................................................................................... 6
2.1 PHONE SYSTEM COMMUNICATION....................................................................................................................................................................... 8
2.2 EMAIL SERVER .................................................................................................................................................................................................... 9
Server SMTP ......................................................................................................................................................................................................... 9
User Authentication............................................................................................................................................................................................... 9
Email Address to Receive Replies.......................................................................................................................................................................... 9
Test Email ........................................................................................................................................................................................................... 10
2.3 TELEPHONE RESOURCES .................................................................................................................................................................................... 11
2.3.1 Import ......................................................................................................................................................................................................... 11
2.3.2 Lines ........................................................................................................................................................................................................... 12
2.3.3 DID / DDI .................................................................................................................................................................................................. 13
2.3.4 Extension .................................................................................................................................................................................................... 14
2.3.5 Departments ............................................................................................................................................................................................... 15
2.3.6 Groups ........................................................................................................................................................................................................ 16
2.3.7 Importing Data from CSV or txt files .......................................................................................................................................................... 18
2.4 CALL CHARGE RATES ........................................................................................................................................................................................ 20
Basic Trunk Call Cost Considerations ................................................................................................................................................................ 20
Setting up your call rates ..................................................................................................................................................................................... 22
Carrier Trunk Line Charges ................................................................................................................................................................................ 23
Talk Time Based Call Charging .......................................................................................................................................................................... 24
2.5 PRIVACY ............................................................................................................................................................................................................ 25
2.6 BUSINESS HOURS ............................................................................................................................................................................................... 25
3. ALARM AND NOTIFICATIONS ....................................................................................................................................................................... 26
3.1 ALARMS ............................................................................................................................................................................................................. 26
Database Size Alarm ........................................................................................................................................................................................... 26
4. MAIN SCREEN - MONITORING ...................................................................................................................................................................... 28
4.1 REPORT DATA.................................................................................................................................................................................................... 29
4.3.1 Extensions .................................................................................................................................................................................................. 29
4.3.2 Departments ............................................................................................................................................................................................... 29
4.3.3 Direct Dial In (DDI) ................................................................................................................................................................................... 29
4.3.4 Groups ........................................................................................................................................................................................................ 30
4.3.5 Lines (Trunk) .............................................................................................................................................................................................. 30
4.2 TREND GRAPH ................................................................................................................................................................................................... 30
4.3 REPORT DATE RANGE ........................................................................................................................................................................................ 31
4.4 CALL FILTER SETTINGS ..................................................................................................................................................................................... 32
WildCard symbol * .............................................................................................................................................................................................. 32
4.3.6 Telephone System Usage Analysis ....................................................................................................................................................... 33
Drilling Down to show Call Details .................................................................................................................................................................... 34
4.4 PRINT & EXPORT ......................................................................................................................................................................................... 35
5. REPORTS .............................................................................................................................................................................................................. 36
5.1 REPORT BUILDER ............................................................................................................................................................................................... 36
Using the Report Builder ..................................................................................................................................................................................... 37
Schedule Email Reports....................................................................................................................................................................................... 38
Call Filters .......................................................................................................................................................................................................... 38
Detail Settings ..................................................................................................................................................................................................... 39
5.1.1 Output Report Format ................................................................................................................................................................................ 40
Summary Report .................................................................................................................................................................................................. 40
5.1.2 Trend .......................................................................................................................................................................................................... 42
5.1.3 Detail Report .............................................................................................................................................................................................. 43
5.2 PHONE BILL ....................................................................................................................................................................................................... 44
6. DATABASE MANAGEMENT ............................................................................................................................................................................ 46
6.1 SMDR DATABASE ............................................................................................................................................................................................. 46
6.2 AUTO BACKUP DATABASES ............................................................................................................................................................................... 47
7. TROUBLESHOOTING ........................................................................................................................................................................................ 48
1. COMMUNICATION PROBLEMS .............................................................................................................................................................................. 48
2. FILE OR DATABASE ERROR MESSAGES ................................................................................................................................................................. 48
3. INCORRECT DATA APPEARING IN THE CALL MONITOR ....................................................................................................................................... 49
4. ERRORS AND DATA FILES .................................................................................................................................................................................... 49