7.Connection — This column indicates where the call was for each event. This includes Auto Attendants, Voicemail, extension ringing or queuing. ‘RCO‘ indicates that multiple extensions are ringing.

Exxx = Connected to Extension xxx

(xxx = 111-118, 121- 128, 131-138, 141-148) Axxx = Connected to Auto Attendant 00x (x= 1 to 9) Rxxx = Ringing at Extension xxx

(xxx = 111-118, 121-128, 131-138, 141-148) Qxxx = Queued at Extension xxx

(xxx = 111-118, 121-128, 131-138, 141-148, 300-309) Mxxx = Connected to Voice Mailbox xxx

(xxx = 111-148, 211-248, 410-449)

COxx = Forwarded out on Line xx. (See “10. Line” below for more details).

8.Phone Number — This column displays the phone number of the inbound caller (if available) or the outbound caller.

9.Name — This column displays the name of the caller (if available).

10.Line — This column indicates on which Box and Line the call came in or out. The format of this information is Box # then Line #. Lines 1-4 are PSTN lines and 5-8 are VoIP lines. Example:

11 — Box 1, Line 1

23 — Box 2, Line 3

16 — Box 1, VoIP 2

11.Account Number — This column contains an account number that the user can assign after a call. This allows you to group calls together that may have been placed over time to calculate the total amount of time spent with a particular customer. The account number can be a numerical

code up to 15 digits in length. To assign an account number after a call has been completed, dial * 8 8 + <Account Number> + # .

If Direct Line Access is enabled on an extension, dial * 8 8 + <Account Number> + # .

The data can easily be imported into any call management software or an Excel spreadsheet as a delimited text file. After the import, the data can be grouped and tallied based on the criteria set forth.

Example:

 

 

1.

Total line usage for a day

4.

Average call times

2.

Number of inbound calls

5.

Number of calls per line

3. Wait times

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Talkswitch CT.TS005.001101.UK manual Example