A list of reports available from Call Tracker call accounting system by ICNS

1. CALL TRACKER 2010
R E P O R T I N G
S Y S T E M

2. Detailed Reports
Total Reports
Frequency Reports
Miscellaneous Reports
Call Volume Reports
Abandoned Call Reports
and
Graphical Report
THERE ARE MANY TYPE OF REPORTS AVAILABLE
IN CT2K, NAMELY

3. AND, THERE ARE MANY KINDS OF
INFORMATION THAT COULD APPEAR IN A
REPORT
Outgoing and/or Incoming and/or Internal
calls.
Abandoned CDR information.
Authorization Code and Account Code Calls.
Transferred Calls and Flash Calls*
TIE route Calls
Incoming Calls with Caller ID.
NOTE: The PBX type determines if all or some of this
kind of information is available.
*Flash Calls - Norstar Only

4. ALSO, THERE ARE MANY WAYS INFORMATION
CAN BE EXTRACTED
Report Range Selection (e.g. ext range for ext reports).
Date Range Selection
Sorting (some reports)
Calling Pattern Filtering
Digit Category Filtering
Via…

5. THEN, YOU CAN SEND REPORTS TO…
Screen (Notepad)
Printer
Printer sideways (saves paper : Not Landscape)
File
Email User

6. THE REPORT FORMAT IS EITHER…
Plain Text
Html
Rich Text
PDF

7. AND REPORTS CAN BE..
Run normally from Windows GUI
Run from a Web based GUI
Scheduled (to any output e.g. screen, email)
Deleted (all reports are sent to a unique file)
Backed up
Review or reprinted
Assigned to certain users

8. FINALLY – HIDE DETAILS
Certain users (stake
holders / executive)
can request their
report details not
appear in the normal
reports.
This is done in the
Extension table and
specify private
Treatment for the
extension or
authcode
Setup | System Options | Miscellaneous | allow private user treatment

9. USER INTERACTION
Report Dialog

10. MAIN MENUS
As you can see, all the
reports can be accessed via
the Reports menu.

11. SUB MENUS
And each sub-
menu defines
what reporting
facilities are
available. As can
be seen, there are
quite a few!

12. HERE IS A COMPREHENSIVE VIEW OF ALL
THE REPORTS AT A QUICK GLANCE

19. CALLING PATTERN FILTERS

20. FILTERS – THE FOLLOWING FILTERING
METHODS ARE AVAILABLE
Duration
Cost
Digits In/Out (and Exclude digits)
Time of Day
Day of Week
Call Type
Note: These are CALLING PATTERN based, not Hierarchical or Organization
Based.

21. FILTER DEFINITION SCREEN
This screen show the
user, a list of all
filters with the Name
as a Guide for
creating and
modifying each filter.
Note: The first filter
cannot be deleted.

22. MODIFYING A FILTER
If you modify a
filter, the following
becomes available.
Keep a note later
on that each filter
type has a short
name associated
with it.
This is used in the
advanced option

23. CREATING A FILTER

24. FIRSTLY
Click the New Button, This
screen appears.
Type the name of the filter as
‘Intl Weekend Calls’

25. SECONDLY
• Click the ‘Use’ checkbox below the
Call Type Label.
• Then Check the Long Distance and
International Check boxes.

26. THIRDLY
Click the ‘Use’ checkbox below the Day-of-Week Label.
Then Click the SAT and SUN checkboxes.

27. FINALLY
Click Save to finish
definition
You should see this
screen

28. USING THE FILTER

29. FILTER USAGE
Filters can be applied to most reports.
When a Filter is selected, the selection can
be persistent (via Reporting Options)
and could appear in another report you
may do later on.
Be warned that you may be using a filter
with outgoing data for an incoming type
or incoming selected report. (Thus
producing no data in the report).

30. FILTER USAGE
Select a
Report.
In this case we
are using the
Chronological
Report

31. RESULTING REPORT
Click Icon to see report

32. RUNNING REPORT WITH A FILTER
• Select a Report.
• Chronological
Report again
• And Click this
button.
• A drop down
menu would
appear.
• Select the
Filter.

33. RESULTING REPORT WITH FILTER
Notice the Filter name appears in the report
header. And only a single Intl Call
Appears.

34. CREATING A FILTER

35. FILTERS
In the previous example, we saw how to create a filter for International Calls
on the Weekend.
Now we create a filter that shows International Calls OR Weekend Calls

36. TRUTH TABLE FOR EXAMPLES
This truth table shows
the differences between
the two examples using
something called logic
(boolean) algebra.
Notice the AND logic is
used for the first
example and the OR
logic is used for the
second example.

37. CREATION STEPS #1
Do all the steps in the previous example
except put the name as ‘Intl or Weekend
Calls’.
Then click on the advanced button.
Click on this label to change the logic

38. STEP #2
Next Click on the [AND] label here once to change the logic to [OR].

39. STEP #3
Next Click on this label twice to stop the logic chain.

40. STEP #4
Finally select, via the drop down boxes, what items to [OR] in this case, it
would be..
DOW (day-of-week) and TYP (call type).

41. FINAL STEP
Click Save on this and then OK.
You should see this.

42. FINAL REPORT
Click Icon to see report

43. REPORTS HISTORY
Whenever a report is run, a track of all the past
reports is kept in Reports | History.

44. BACKUP
Also, in the backup screen(Tools|Backup), you will
see the option to backup all reports and purge
them as well

45. THE REPORTS DIALOG SCREEN

46. THE REPORTS DIALOG
Relevant Range for the
report type.
Filter usage
Contact Database
Usage
Dates on file
Dates you selected
Where Reports go..

47. THE REPORTS DIALOG
Range Select button
Calendar Button
Quick Date Range
Button
File Format
Basic Calling Type

48. REPORT DIALOG WITH PRINTER
Notice there is an
option for Print
Setup

49. REPORT DIALOG WITH EMAIL
Notice there is an
option to send to
an email user.
This is available
once Email
supported is
enabled.
Notice the options
available

50. CONTACTS
The contact table can be used for further filtering. Once the
numbers are categorized in the table , You can show or
exclude categories from the reports as desired.
You can also exclude all the numbers in the contacts table as
well.
This is good to find abuse, provided the contact table are
legitimate business numbers.

51. USING CONTACTS
Notice the options
available

52. CONTACT CATEGORIES
Example of Contact
Categories

53. TROUBLE SHOOTING
Report Contains no data

54. 1. DATE RANGES
You specified a date range outside of the call database – e.g. 1-Mar-2019 to 2-
Mar-2019
You specified a date range in reverse.e.g.
1-Mar-2008 to 22-Feb-2008
You date range was valid but there were no calls for that day e.g. weekend or
holiday**

55. 1. DATE RANGES (CONT)
The date range you requested is valid as far as you can tell BUT the call
database did not have calls YET for that date (polling stopped)
The date range you requested is valid as far as you can tell BUT the call
database dates are incorrect (do a date repair)
(Also ensure PBX/PC/Buffer times are set)

56. 2. REPORT RANGES
The report inherently can never contain the type of data you are asking for
e.g.
1. Digit Detail with only Incoming selected
2. Auth Code detail with only Incoming
3. Abandoned stats for Outgoing calls

57. 2. REPORT RANGES (CONT)
The organizational range is invalid e.g. Ext 2000-2010 when your PABX ext
range is 3000-5000.
A Call Direction was not specified
(In/Out)
Basic Call Type was not specified
(Cot/Tie/Int/T2T)

58. 3. FILTERS
The filter you selected can never apply to the report selected .e.g.
1. A Filter called ‘calls over $10’ coupled with a report Abandoned calls
Detail
2. A Digit based filter for incoming report
NOTE: Filters are used mainly to affect reports based on outgoing calls
(digits and cost)

59. 3. FILTERS (CONT)
You created a filter whose criteria can ‘probably’ never be matched
e.g.
1.Calls over $2000
2. Cell calls on Wednesday after 5pm whose cost is more than $50.
3. Conflicting Digits with the Call Type .e.g Cellular calls with numbers
beginning with ‘623’

60. 4. DEPARTMENTS
You created departments with invalid
extensions
The departments you selected in the report
will never ‘likely’ have calls for that filter
you selected
e.g.
International Report filter for the Machine
Shop Department (ok, it is possible but
very unlikely)

61. 5. AUTH CODES
No report for this auth code you entered!!
Usually the auth code you entered in the extension table may be invalid
or actually begins with a zero
e.g. you entered ‘1234’ in the table
But the auth code is in fact ‘01234’
YES you can ‘0’ pad auth code entries

62. 5. AUTH CODES (CONT)
I am seeing unknown auth codes in the reports!!
If you do an unassigned Auth Code Reports you will see a list of auth
codes that are being used in the PABX BUT Call Tracker does not have
it in it’s Extension Table
Assign them or delete them from the PABX if in fact they are not supposed
to exists

63. 6. AUTH CODES (CONT)
But I have 5 uses to one extension?
Well, Create 5 entries with the same extension but different names and auth
codes
Also set one of the extensions as main so an appropriate name will appear
in extension based reports

64. 7. AUTH CODES (CONT)
I have users that do not use codes
In the report interface type in ‘All2’
This will group the non auth users in a blank field showing their calls

65. SOLVING THESE PROBLEMS

66. 1. WIDEN RANGES
Redo the report without filters and with all call types checked
(TIE/COT/T2T/INT)
Select both directions (In/Out)
If you select one direction use common sense to determine if it were a
correct selection (e.g. Does Auth code calls apply to incoming calls
only???)

67. 2. STILL NOTHING?
Does calls actually exists for the days you selected?
Do a List Dates! (Tools | Call Database | List dates)
Don’t have access to this? Do a daily call volume report!

68. MORE NOTHING!!
Finally, it is quite possible that there were no calls for the report you selected
even though it should logically be there!!
How to really know this?
In call tracker, the actual un-process call records are kept. This is what comes
from the PABX before call tracker ‘does it’s thing’ Called Capture Text

69. CAPTURE TEXT
You can manually search this data and see for
sure that the lack of data in your report is
the case.
This can also apply for long duration calls.
Some PABXs can (and have) at times tied up
trunks for many hours (or days) and can
create an artificially very costly call)
Remember Call Tracker is going to COST any
record that comes from the PABX including
long duration calls and short duration calls
that may not have gotten through!

70. CAPTURE TEXT
Finally Did Mike from the machine shop really made a call to Germany?