User Guide for Call Manager
From Copbxwiki
Goto "https://cm.copbx.com/cm/" to login to the Call Manager
For more help see http://copbx.com/wiki/
Contents |
Links
| Side Links | Top Links | Action |
| Today's Calls | D0 | Call Detail Records (MCDRs) for today (0 days ago) |
|---|---|---|
| Yesterday | D1 | Call Detail Records for yesterday (1 day ago) |
| 2 Days Ago | D2 | Call Detail Records for 2 days ago |
| 3 Days Ago | D3 | Call Detail Records for 3 days ago |
| This Month | M0 | Call Detail Records for this month (0 months ago) |
| Last Month | M1 | Call Detail Records for last month (1 month ago) |
| Call Logs | Logs | Call Detail Record Search page Search for and display CDR's based on a variety of criteria |
| Voice Mail | VM | Web interface to the VoiceMail box associated with the extension for which you are currently logged in. |
| Who's Calling | WC | Shameless demo of our "Who's Calling" capability. |
| Ticket System | TS | Interface to the Ticket System. |
| LogOut | LogOut | Logs you out of the Call Manager, preventing unwanted access to call records while you are away. |
| Help | Help | This page. |
Browser Settings
Each of the Links should open in another browser window. To allow that to happen you should
configure your browser to enable javascript, allow popups and open new pages in a new window.
| Firefox | Edit -> Preferences -> Content Uncheck "Block pop-up windows" or make an exception for copbx.com Check "Enable JavaScript" | about:config set "dom.disable_window_open_feature.location;" to false |
|---|---|---|
| IE7 | Tools -> Pop-up Blocker -> Turn Off Pop-up Blocker, or Tools -> Pop-up Blocker -> Pop-up Blocker Setting and add "copbx.com" to the Allowed sites |
Incoming Call Display
322-6878 -> YellowBook
A call has come from 322-6878, the caller dialed the number in the Yellow Book phone book
322-6878 -> YellowBook M
The caller is listening to the menu
322-6878 -> YellowBook M PickUp INQ: John Doe Pickup You can force this call to immediately ring directly to your station by clicking on the PickUp link John Doe Open the previously created inquiry (INQ) ticket for John Doe. John Doe has called before from 322-6878 and the PBX system has done a search to find any tickets associated with 322-6878
322-6878 -> YellowBook M1R:3,4 PickUp INQ: John Doe The caller has selected menu option '1' and stations 203 and 204 are ringing
322-6878 -> YellowBook M1R:3,4,6,8 PickUp INQ: John Doe Neither 203 nor 204 answer has answered in 15 seconds so 206 and 208 are now also ringing.
322-6878 -> AfterHours M1 206 INQ: John Doe, NEW Al Smith, NEW, Not an Inquiry The call has been answered by station 206 John Doe Open the previously created inquiry (INQ) ticket for John Doe. NEW Al Smith Open a new inquiry ticket for Al Smith. The PBX system has done a reverse phone number lookup on 322-6878 and found that the phone number belongs to Al Smith NEW Open a new inquiry ticket for whomever is calling from 322-6878 (it might not be John Doe nor Al Smith), you will enter the actual name of the caller later Not an Inquiry The caller seleted the menu option for sales inquiries but the call was actually not a sales inquiry. In order to not have 'unresolved' inquiry calls in the system this link will quickly create a inquiry ticket marked "Not an Inquiry".
Call Detail Records (CDR's)
Columns
| From | The phone number or station that originated the call |
|---|---|
| To | The PSTN number dialed for outgoing calls |
| Sta | The internal station that either originated or received the call |
| Date-Time | The date and time the call originated (uses a 24 hour clock) |
| Length | The length of the call in minutes and seconds |
| LD | The number of long distance minutes (only on monthly displays) |
| Call Source | The name of the phonebook, advertisement, publication, coupon, radio ad, promotion in which the number that caller dialed appears. Call Source is only usefull to the extent that different phone numbers are used in each different advertising media or campaign. |
| Type | Either the name of the menu option that the caller selected (if the caller dialed a phonebook number) or the name of the ad campaign or media type (depending on how you setup your Call Sources) in which the dialed number appears |
Search Logic
Records are selected that match:
Call source, call type, from where the call is coming, to where the call is going, and station within the time period specified.
An "ANY" or blank entry matches anything and does not limit the search. A finite time period must be specified.
Browser Settings
Call Detail Record webpages are preformatted and will look best if you set your browser to allow monospace characters to be used:
| Firefox | Edit -> Preferences -> Content -> Advanced (Fonts & Colors) Set Monospace: to "monospace" or some other monospace font Check "Allow pages to choose their own fonts" |
|---|---|
| IE7 | fix-me |
Logs - Search Call Detail Records
Selection Criteria
| Call Source | Why the caller used the number he dialed. The options are predefined during the PBX setup where each DID (phone number) is asssociated with the media or publication in which it appears |
|---|---|
| Call Type | The purpose of the call is derived from either the menu option selected by the caller or the number called to, again these options are predefined during PBX setup |
| To | The number called to, '%; is the wildcard character, it matches any number(s) |
| From | The number called from, '%; is the wildcard character, it matches any number(s) |
| Station | The internal extension that either originated or answered the call |
Records are selected that match:
Call source, call type, from where the call is coming, to where the call is going, and station within the time period specified.
An "ANY" or blank entry matches anything and does not limit the search. A finite time period must be specified.
Dates Covered
| Time Period | Select either 'day' or 'month' |
|---|---|
| Start | Start this many time periods ago, '0' is today or this month, '1' is yesterday or last month... |
| Duration | Continue for this many time periods, eg '1' for Start and '2' for duration would get all of last month and this month (up to and including today) |
| -OR- | |
| Range | Enter the beginning and ending dates (both the beginning and ending dates will be included in the search) eg 2007-10-14 2007-10-19 will cover 6 days in October, 2007, and 2007-06-22 2007-06-22 will cover a single day. |
Ticket Report
Only applicable only if CDR's are linked to a ticket system.
Show Concurrent Calls
- Lists the number of concurrent calls to/from the PSTN at any time.
- Some customers are billed based on the number of concurrent calls.
Sort Calls
- A sophisticated hierarchical sort with up to 3 levels
- Each level may sort on:
- Date-Time Dec(ending)
- Date-Time Asc(ending)
- Calling Number
- Called Number
- Number (either)
- Station (extension)
- Duration
Examples
- What was the maximum number of concurrent calls each day last month?
- leave Selection Criteria set to defaults
- set Time Period to month
- set Start to 1
- set Duration to 1
- set Show Concurrent Calls to yes
- leave Sort Calls set to defaults
- click Submit
- Results:
- Concurrent Calls at any time on each day are listed in the 'CC' column
- At the bottom is a compilation of the number of day for each maximum concurrent calls value
- How many long distance minutes did we use last month?
- leave Selection Criteria set to defaults
- set Time Period to month
- set Start to 1
- set Duration to 1
- leave Show Concurrent Calls set to no
- leave Sort Calls set to defaults
- click Submit
- Results:
- Long distance minutes are listed in the 'LD' column
- At the bottom is a compilation of the total number of long distance minutes for the time period month
- How many calls did the staff member at 207 make to his girlfriend last month?
- set Station to 207
- set Time Period to month
- set Start to 1
- set Duration to 1
- set sort First By to number (either calling or called)
- click Submit
- scroll down the list until you get to the girlfriend's telephone number
- How many inquiry calls did the staff member at extension 202 handle this month?
- set Call Type to inquiry (assuming inquiry is a call type you set up)
- set Station to 202
- set Time Period to month
- set Start to 0
- set Duration to 1
- click Submit
- How many inquiry calls were generated by the coupon mailer we sent out last month?
- set Call Source to couponmailer (again assuming couponmailer is a call source you set up)
- set Call Type to inquiry (assuming inquiry is a call type you set up)
- set (time) Range to 2007-05-23 2007-06-14 (the mailer went out on 6/25 and we expect all responses to come within a 2 week time frame)
- click Submit
- How many of the inquiry calls generated by the coupon mailer we sent out last month resulted in a sale?
- to do this your phone needs to be linked to a ticket system
- talk to your COPBX sales representative about integrating your phone system with a ticket system
