How it Works
Avaya
Loading...
Activity Reporter BCM Rls 6.0
User Manual
76 pgs2.68 Mb0

Avaya Activity Reporter BCM Rls 6.0 User Manual

BCM Rls 6.0
Activity Reporter
Task Based Guide
Copyright © 2010 Avaya Inc. All Rights Reserved.
Notices
While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.
Documentation disclaimer
Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. End User agree to indemnify and hold harmless Avaya, Avaya’s agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation(s) provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages.
Warranty
Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the
limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for
this product, while under warranty, is available to Avaya customers and other parties through the Avaya Support Web site: http://www.avaya.com/support
Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE,
HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE APPLICABLE TO ANYONE WHO DOWNLOADS,
USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ("AVAYA").
Copyright
Except where expressly stated otherwise, no use should be made of the Documentation(s) and Product(s) provided by Avaya. All content in this documentation(s) and the product(s) provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.
Third Party Components
Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code), and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:
http://support.avaya.com/Copyright.
Trademarks
The trademarks, logos and service marks ("Marks") displayed in this site, the documentation(s) and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the documentation(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks
are the property of their respective owners.
2 NN40011-035 Issue 1.2 BCM Rls 6.0
Downloading documents
For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support
Contact Avaya Support
Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see
the Avaya Web site: http://www.avaya.com/support
Copyright © 2010 ITEL, All Rights Reserved The copyright in the material belongs to ITEL and no part of the material may
be reproduced in any form without the prior written permission of a duly authorised representative of ITEL.
NN40011-035 Issue 1.2 BCM Rls 6.0 3
Table of Contents
Activity Reporter ............................................................... 6
Overview .......................................................................................... 6
Required Information ......................................................................................... 7
Flow Chart ....................................................................................... 8
Activity Reporter Basic: Browser Requirements ................................................ 9
Activity Reporter Standard ............................................................. 11
BCM Requirements – Activity Reporter Standard ........................................... 12
Configuration of Activity Reporter Basic ........................................ 13
Accessing & Configuring Activity Reporter Basic ............................................ 13
Configuration of Activity Reporter Standard ................................... 31
Configuring the CDR Pull Facility on the BCM ................................................ 31
Installing the Activity Reporter Software on the Sever PC .............................. 36
Activity Reporter Standard Configuration. ...................................... 47
Accessing Activity Reporter Standard ............................................................. 47
Selecting a Location ........................................................................................ 53
Modifying a Numbering Plan / International Numbering Plan .......................... 55
Verifying Activity Reporter is Collecting Telephony Data ................................ 57
Adding an Account ........................................................................................... 58
Generating Reports ....................................................................... 61
Call Detail Reporting ...................................................................... 64
Account Code Detail ........................................................................................ 64
Chronological Detail ......................................................................................... 65
Extension Detail ............................................................................................... 66
Line Detail ........................................................................................................ 67
Account Code Summary .................................................................................. 68
Call Type Summary ......................................................................................... 68
Country Summary ............................................................................................ 68
Department Summary ...................................................................................... 69
Extension Summary ......................................................................................... 69
Frequently Called Numbers ............................................................................. 70
Line Summary .................................................................................................. 70
Custom Call Routing Reports ........................................................ 71
Custom Call Routing Detail .............................................................................. 71
Custom Call Routing Summary ....................................................................... 72
Hunt Group Reports ....................................................................... 72
Hunt Group Detail ............................................................................................ 72
Hunt Group Summary ...................................................................................... 73
Voice Mail Reports ......................................................................... 74
Voice Mail Detail .............................................................................................. 74
Voice Mail Summary ........................................................................................ 75
4 NN40011-035 Issue 1.2 BCM Rls 6.0
Avaya Documentation Links .......................................... 76
NN40011-035 Issue 1.2 BCM Rls 6.0 5
Activity Reporter
Overview
Activity Reporter Basic is a fully integrated browser-based application for
analyzing telecommunication records. Activity Reporter Basic gathers data from various facilities of the BCM
including voice mail, auto attendant, call detail recording and hunt groups. The information is processed on a daily basis and can be previewed directly from a browser and printed.
Activity Reporter Basic retains information for the previous four 4 days only. It is intended for customers with simple reporting needs. Customers with more sophisticated requirements would generally use the Activity Reporter
Standard application. Activity Reporter Standard: Is a comprehensive telecommunications
management system which operates on a separate Windows computer. Activity Reporter is a dynamic 100% browser-based application that helps businesses track and manage telecommunication facilities. Activity Reporter Standard is intended for customers with comprehensive reporting requirements. It processes and stores the communications data into an embedded SQL database. Activity Reporter Standard can maintain and report on BCM telephony activity for longer periods of activity (e.g. 1 week, 1 month, 1 year, etc.). The duration of the reporting period is limited only by the host computer disk space.
Key features of Activity Reporter include:
Scheduled reporting and email delivery. Pre-configured and impromptu reporting capabilities. Historical data storage is limited solely by size of hard drive. Telephone call activity can be associated with employees/extensions
and departments.
Multi-user access from any authorized desktop computer.
Communication data gathered can include:
Telephone Call Activity. Custom Call Routing Activity. Voice Mailbox Activity. Hunt Groups Activity.
6 NN40011-035 Issue 1.2 BCM Rls 6.0
Required Information
Before commencing Activity Reporter, it would be useful to obtain the following information:
Is Activity Reporter Basic or Standard to be used? What is the BCM’s IP Address? This is required when configuring CDR
Pull.
If Activity Reporter Standard is to be used. Which PC is going to be
used as the Activity Reporter Server?
What Administrator and or Users Accounts are required?
NN40011-035 Issue 1.2 BCM Rls 6.0 7
Standard
Basic
Configure Browser Settings: Refer to the Activity Reporter Basic: Browser Requirements section of this guide.
Access the Activity Reporter Basic application & enable Data Collection: Refer to the
Accessing & Configuring Activity Reporter Basic section
of this guide.
Configure the BCM CDR Pull facility
on the BCM: Refer to the Configure
the CDR Pull Facility on the BCM
section of this guide.
Install Activity Reporter Standard onto the Activity Reporter Server PC: Refer to the Installing the Activity
Reporter Software on the Server PC section of this guide.
Login to Activity Reporter & configure the connectivity settings: Refer to the
Accessing Activity Reporter Standard section of this guide.
Select the Location of the BCM: Refer to the Selecting a Location section of this guide.
Modify any numbering plans as required: Refer to the Modifying a Numbering Plan / International Plan section of this guide.
Verify that Activity Reporter is recording CDR data: Refer to the Verifying that Activity Reporter is Collecting Telephony Data section of this guide.
Create any additional accounts as required: Refer to the Adding an Account section of this guide.
Is Activity Reporter Basic or
Standard to be configured?
Flow Chart
The following flowchart depicts the relevant steps to configure both versions of Activity Reporter:
8 NN40011-035 Issue 1.2 BCM Rls 6.0
Activity Reporter Basic: Browser Requirements
In order to maximize print quality for hard copy reports, you may need to adjust the settings of your browser.
Recommended Browser Settings:
1. From the Internet Explorer page select File, Page Setup (or Print, Page Setup if using IE7).
2. Remove the contents of the Header & Footer fields.
NN40011-035 Issue 1.2 BCM Rls 6.0 9
3. Set all Margins (Left, Right, Top & Bottom) to 0.4 inches.* (10.16mm).
4. Click on OK.
5. Now select Tools, Internet Options, and the Advanced tab.
10 NN40011-035 Issue 1.2 BCM Rls 6.0
6. Scroll down until you reach the Printing section. Enable (tick) the option
Print background colours and images.
Activity Reporter Standard
For configurations of the Activity Reporter Standard solution a Web Server is required. The Web Server computer must be connected to your BCM via either a direct connection or your corporate network. Activity Reporter can operate on both stand-alone computers and network environments.
The minimum recommended requirements for the PC designated as the Activity Reporter Web Server is:
Pentium III processor. 512 MB RAM. Network Connectivity to a BCM with a valid Activity Reporter keycode. Browser - Internet Explorer 6.x (or later).
NN40011-035 Issue 1.2 BCM Rls 6.0 11
Recommended Operating Systems:
Windows XP Professional SP3. Windows Vista Business, Ultimate, Enterprise SP2 32/64 bit. Windows 7 Windows Server 2003 Standard and Enterprise SP2. Windows Server 2008 Standard and Enterprise SP2. Windows Small Business Server R2.
Note: Only one PC on the network should be designated as the Activity Reporter Web Server. All other network PCs can access Activity Reporter user interface by using with Internet Explorer. No other software is required on these PCs. They will however require configured accounts to log into the Activity Reporter Server PC.
BCM Requirements – Activity Reporter Standard
The BCM must be configured to permit retrieval of CDR, CCR, Hunt Group and Voice Mail telephony data via the CDR Pull feature. The Activity Reporter key code file needs to be loaded on the BCM. A BCM account with either CDR or administrative privileges will also need to be configured.
The Activity Reporter Web Server PC communicates directly with the BCM via an IP connection to retrieve telephony data. Only the Activity Reporter Web Server PC needs to communicate with the BCM directly.
12 NN40011-035 Issue 1.2 BCM Rls 6.0
Configuration of Activity Reporter Basic
The Activity Reporter solution is configured for use within the BCM itself as an integrated feature. A separate web server element and separate user software are not required. When you enable Activity Reporter Basic, the BCM automatically generates reports and updates them each night. The reports reflect the performance of the BCM during the past four days. The panel displays the date and time of the most recent report.
Accessing & Configuring Activity Reporter Basic
This section describes how to access the Element Manager interface, perform basic configuration, and then access the Activity Reporter Basic application to view reports.
1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager.
2. Alternatively, double-click on the Business Element Manager desktop icon.
NN40011-035 Issue 1.2 BCM Rls 6.0 13
3. You will be presented with the Element Manager interface.
4. Open the Network Elements folder and select the IP Address of the BCM.
5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button.
14 NN40011-035 Issue 1.2 BCM Rls 6.0
6. A warning screen will appear, read the warning and click OK.
7. You will be presented with the Element Manager interface.
NN40011-035 Issue 1.2 BCM Rls 6.0 15
8. From the Administration tab open the Telephony Metrics folder and select the Activity Reporter Basic link.
9. Select the Enable Daily Data Collection checkbox to activate Activity Reporter Basic.
16 NN40011-035 Issue 1.2 BCM Rls 6.0
Note: You can also use the Web Page button in Element Manager to launch a web broswer session. The BCM you wish to access must be selected in the Element Navigation Panel to do this.
10. In the Collection Time drop-down menu, select a time to generate daily reports. The default time is 12:30 am.
11. The Activity Reporter Basic Application can now be accessed. Open Internet Explorer.In the address field type (replacing the relevant part with your BCM IP address): http://<bcm ip address>/
12. Click on Go, or press Return on your keyboard.
NN40011-035 Issue 1.2 BCM Rls 6.0 17
13. If you are presented with the Certificate Error window, click on Continue to this website (not recommended).
14. Accept any further security messages that you may get presented with.
15. You will now see the login screen, enter your BCM User name and Password. By default these are set to User ID: nnadmin Password: PlsChgMe! Click on OK.
18 NN40011-035 Issue 1.2 BCM Rls 6.0
16. In the Welcome to BCM window, ensure the Main tab has been selected, and the BCM button clicked.
17. Select the Activity Reporter Basic option and click on Run.
18. Accept any further security warnings. You may need to enter the security credentials again.
NN40011-035 Issue 1.2 BCM Rls 6.0 19
19. The Activity Reporter Basic page will be displayed. Select the language as required. In this example English has been selected.
20. You will be presented with a choice of four options. Select an option as required.
20 NN40011-035 Issue 1.2 BCM Rls 6.0
21. Call Accounting: Extension Detail Report. Select the Extension Detail Report link.
22. You will be presented with a screen offering a list of extension. Select the extension required.
NN40011-035 Issue 1.2 BCM Rls 6.0 21
23. A detailed report for the selected extension will be displayed. The Extension Detail Report illustrates telephone activity details for any extension that has made or received at least one telephone call during the reporting period. The information displayed includes the date and time of the call, the digits dialled for calls made or digits received for incoming call), the duration of the call, the ring time of incoming calls and line/trunk that was utilised for the call. The total number of calls and total duration is also summarized at the bottom of the report.
24. Call Accounting: Extension Summary Report. Select the Extension Summary Report link.
25. You will be presented with a summary report for the extensions on the BCM. The Extension Summary Report displays a summary of telephone call activity for the previous four days. The information includes the total number of incoming and outgoing calls and total call duration of the calls broken down for each extension. Overall totals for incoming and outgoing calls and overall total call duration are reported.
22 NN40011-035 Issue 1.2 BCM Rls 6.0
26. Call Accounting: Call Summary Report. Select the Call Summary report link.
27. The Call Summary Report is a single page report of major call activity relating for the previous four day period. The information includes total number of calls, the total number of outgoing calls, the total number of incoming calls, the total number of abandoned calls and average incoming ring time.
28. Call Accounting: Chronological Detail Report. Select the Chronological Detail Report link.
NN40011-035 Issue 1.2 BCM Rls 6.0 23
Loading...
+ 53 hidden pages
Buy Points How it Works FAQ Contact Us Questions and Suggestions Privacy Policy Cookie Policy Terms of Use