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Activity Reporter BCM Rls 6.0
User Manual
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Avaya Activity Reporter BCM Rls 6.0 User Manual

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BCM Rls 6.0
Activity Reporter
Task Based Guide
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Copyright © 2010 Avaya Inc. All Rights Reserved.
Notices
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Downloading documents
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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
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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.
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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
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Avaya Documentation Links .......................................... 76
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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.
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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?
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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:
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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.
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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.
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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).
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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.
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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.
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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.
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6. A warning screen will appear, read the warning and click OK.
7. You will be presented with the Element Manager interface.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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29. The dates for the reports will be displayed. Select the date for the data that you wish to view.
30. The details of the report will then be displayed.
31. Custom Call Routing: Custom Call Routing Detail Report. Select the Custom Call Routing link followed by the Custom Call Routing Detailed Report link.
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32. The Custom Call Routing Detail Report will be displayed. This report provides statistics for each greeting table within the automated attendant and the Custom Call Routing Trees assigned to them for the previous four days. The available information includes the selected option (or prompt), type of transfer and number of selections made.
33. Custom Call Routing: Custom Call Routing Graph Summary. Select the Custom Call Routing link followed by the Custom Call Routing Graph Summary link.
34. The Custom Call Routing Graph Summary will be displayed. This provides a graphical view of each greeting table and associated Custom Call Routing Tree for the previous four days. The prompts for each tree are presented in a bar graph to highlight prompt activity within each greeting table.
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35. Hunt Groups: Hunt Group Summary Report. Select the Hunt Groups link followed by the Hunt Group Summary Report link.
36. The Hunt Group Summary Report will be displayed. This report displays the daily summary information for each configured hunt group.
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37. One report is available for each of the four previous days. The information displayed includes calls answered, abandoned calls and overflow calls.
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38. Hunt Groups: Hunt Group Graph Summary Report. Select the Hunt Groups link followed by the Hunt Group Graph Summary Report link.
39. The Hunt Group Graph Summary will be displayed. This report provides a graphical view of statistics for each configured hunt group group. Each graph summarizes activity for the previous four days. The available information includes calls answered, abandoned calls and overflow calls.
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40. Voice Mail: Mailbox Detail Report. Select the Mailbox Detail Report link.
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41. The Mailbox Detail Report will be displayed. This report displays the previous four days of statistics for every mailbox in the system. The information includes the last time the mailbox was accessed, number of messages received, number of messages played, and average message length and playback time.
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Configuration of Activity Reporter Standard
Activity Reporter Standard is a dynamic 100% browser-based application that helps businesses track and manage their telecommunication system. Activity Reporter Standard is intended for customers with comprehensive reporting requirements. This application is a communication management system which operates on a Windows computer as a web server. Historical data is retrieved from various facilities including voice mail, auto attendant, call detail recording and hunt groups. Activity Reporter processes and stores the data into an embedded SQL database.
The BCM must be configured to permit retrieval of CDR data as well as Custom Call Routing, Hunt Group and Voice Mail data. This can be achieved by utilising the BCM’s CDR Pull feature. Additionally an Activity Reporter key code and BCM account with either CDR or administrative privileges is also required.
Note: Only one PC on the network should be designated as the Activity Reporter Web Server. Install the Activity Reporter application software onto the designated PC only. All other network PCs from which configured users access the Activity Reporter use Internet Explorer. No other software is required on these PCs.
Configuring the CDR Pull Facility on the BCM
This section describes how to access the Element Manager interface and configure the CDR Pull facility.
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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.
3. You will be presented with the Element Manager interface.
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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.
6. A warning screen will appear, read the warning and click OK.
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7. You will be presented with the Element Manager interface.
8. From the Configuration tab, open the Telephony folder and select the Call Detail Recording link. The Call Detail Recording configuration settings will be displayed.
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9. Click the Data File Transfer tab and from the Transfer Type drop down box select Pull.
10. Click the Include Metrics File check box located in the Transfer Statistics settings portion of the screen. This will ensure that the telecommunications data will be collected.
11. The Activity Reporter software can now be installed on the designated Web Server Pc.
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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.
Installing the Activity Reporter Software on the Sever PC
1. Open Internet Explorer.In the address field type (replacing the relevant part with your BCM IP address): http://<bcm ip address>/
2. Click on Go, or press Return on your keyboard.
3. If you are presented with the Certificate Error window, click on Continue to this website (not recommended).
4. Accept any further security messages that you may get presented with.
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5. 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.
6. In the Welcome to BCM window, ensure the Main tab has been selected, and the BCM button clicked.
7. From the Applications list, select Business Applications and click Run.
8. Accept any further security warnings and enter security credentials if requested.
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9. Click on the Activity Reporter link.
10. Click the Download Activity Reporter link.
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11. A Security Warning screen will be displayed. Click the Run button.
12. The application will begin to install.
13. Click the Run button.
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14. From the Select Language screen select a language as required. Then click OK.
15. The Welcome to the Avaya Activity Reporter Set Up Wizard will be displayed. Click Next.
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16. The License Agreement screen will be displayed. Read and accept the agreement to continue with the installation. Click Next.
17. An information screen will be displayed. Read the details of the screen and click Next.
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18. The Select Destination Location screen will be displayed. Select the default destination and click Next. Alternatively select the Browse button to select a different folder location.
19. The Select Start Menu Folder screen will be displayed. Click Next to continue the installation with the default folder location or click the Browse button to select a different folder.
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20. Selecting the Register Activity Reporter as a Windows service check box will configure the Activity Reporter Web server to automatically start each time the computer is booted up. Users will also be able to access the software from their desktop even if the Activity Reporter Web Server computer is not logged in. Press the Next button to proceed with the installation.
21. The Ready to Install screen will be displayed. Click Install.
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22. The application will install.
23. Click the Finish button to complete the installation.
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24. If the View Read Me.txt check box was selected a Read Me window will be displayed.
25. The Activity Reporter login screen will be displayed.
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26. Enter the User Name and Password as required. By default this will be a User Name of nnadmin and a password of PlsChgMe! (The same original defaults as the BCM). Click the Login button.
27. The Activity Reporter will launch and be displayed.
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Activity Reporter Standard Configuration.
The configuration process involves identifying the BCM via its IP Address and verifying the Account information. Use the following steps to configure Activity Reporter.
Accessing Activity Reporter Standard
1. If not already opened, launch Activity Reporter from the start menu by selecting Start, Programs, Avaya, Activity Reporter, Run Activity
Reporter.
2. The Activity Reporter login screen will be displayed.
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3. Enter the User Name and Password as required. By default this will be a User Name of nnadmin and a password of PlsChgMe! Click the Login button.
4. The Activity Reporter will launch and be displayed.
5. From the Configure menu select Connectivity.
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6. The Connectivity Settings screen will be displayed.
7. The General tab will be displayed. Ensure that the BCM ID is set to to 1 – Call Detail Records (CdrPull). This should be the default setting.
8. Click the Connection tab.
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9. The Data Source drop down box should be set to CDR Pull with a description of CDR. These are default settings.
10. In the Host field enter either the IP Address or Name of the BCM you wish to retrieve data from.
11. Enter the BCM account information into the User and Password fields.
Note: The BCM account must have either CDR or Administrator privileges. For security reasons we recommend an account with only CDR privileges be utilized. For details of creating a CDR account please refer to the Call Detail Recording Task Based Guide.
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12. The Every field determines the frequency of data collection from the BCM to the Activity Reporter PC.
Note: BCM CDR data is generated in real-time, hunt group data is generated on an hourly basis, CCR and mailbox data is generated on a daily basis.
13. Click the Save button.
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14. Click the Driver tab and verify the current Driver Name is Avaya BCM AR1. Save any changes that have been made.
15. The Properties tab details is read only.
16. Click Save. Activity Reporter is now ready to receive CDR data.
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Selecting a Location
Use the Activity Reporter Numbering Plan tool to identity the country where the BCM it is connected to is located.
1. Access the Numbering Plan tool by selecting Configure menu,
Database Settings, Numbering Plan.
2. Select Template at the bottom of the screen.
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3. Select Replace Existing Plan radio button and then select the location as required.
4. Click OK.
5. The new numbering plan location will be displayed.
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Modifying a Numbering Plan / International Numbering Plan
You will need to customize the Numbering Plan settings if access codes precede the digits dialled on your CDR records. For example, if you examine the CDR data generated by the BCM and the digits dialed are preceded by additional digits (e.g. 9) then the Numbering Plan information will need to be modified.
1. Modify a Numbering Plan by selecting Configure menu, Database Settings, Numbering Plan.
2. Select the Numbering Plan to be configured and click the (+) sign to the left of the country name where your BCM is deployed.
3. Click and expand (+) sign located to the left of the text Number Length.
4. The tree will expand to show the options, Access Code 00*, Number Prefix * and Number/Prefix 0* should now be visible on your screen.
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5. Click Access Code 00*.
6. If an access code is used to precede the digits dialled for international calls in your CDR data then the 00* text must be modified. For example if the digits dialled are preceded by an access code of 9, then change this text to 900*. If the digits dialled are NOT preceded by any access code then this value should not be changed.
7. Press the Save button to record your changes.
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Verifying Activity Reporter is Collecting Telephony Data
To verify that Activity Reporter is recording data:
1. From the Views menu, expand the plus (+) sign located to the left of the Live Data link. Click the Raw Data option to view your recently collected data.
2. The Activity Reporter Raw Data screen will be displayed within the browser. The CDR data will be displayed.
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Adding an Account
The Activity Reporter system can be configured to allow general Users or Administrators to access the system. There are two types of Activity Reporter accounts:
Administrators: have access to all the features of Activity Reporter
software. They can manage accounts, change configuration settings, purge/archive data, generate reports and queries, create and design new report templates, and scheduled tasks.
Users: have access to only personal preferences, generating reports
and queries.
Note: For security purposes and to maintain system stability, only operators with Administrator privileges can create accounts.
To create an Activity Reporter account.
1. Launch the Activity Reporter software and login using an account with administrator privileges (i.e. the administrator account).
2. Select Admin followed by Account Security.
Note: The Admin menu will only be visible if the account used to create the accounts has administrator privileges.
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3. Click the Add button located on the bottom of this screen.
4. The new user can now be created.
5. Enter the account name into the Login box (e.g. Edwardj).
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6. The account privileges now need to be set. Select either Users or Administrators from the Role/Privileges drop down box. In this example Administrators has been selected.
7. Enter the account password into the Password box.
8. Press the Save button to create the new Activity Reporter account.
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9. The configured account will be displayed.
Generating Reports
There a number of reports that are available to the user of Activity Reporter. The guides are split into four main categories:
Call Detail Recording Reports. Custom Call Routing. Hunt Groups. Voicemail.
To access the reports:
1. From the Main Menu click the Report link.
2. The four main report groupings will be displayed.
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3. To expand the main report headings to display further reports, select the + signs against the main headings. The complete report list will be displayed.
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4. To view a report click on the report title. The reports are split into Detail Reports and Summary reports. Detail reports provide a complete detailed list of telephone activity (i.e. each telephone call placed/received by a particular extension for example, extension 250), whereas Summary Reports provide summarized telephony activity (i.e. the total number of calls placed by extension 250).
5. In this example the Account Code Details report has been selected. The Report Parameters window will be displayed. From here the report can be filtered against certain date and user criteria and whether data on internal or external calls will be displayed. The layout to which the report will be produced can also be defined. Once the filter criteria have been determined click the OK button.
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Call Detail Reporting
Account Code Detail
Provides detailed information by Account Code.
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Chronological Detail
Provides call detail data in date order.
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Extension Detail
Provides detailed information by extension number.
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Line Detail
Provides detailed information by line or trunk number.
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Account Code Summary
Provides consolidated figures grouped by account code. c
Call Type Summary
Provides consolidated figures grouped by call type (direction).
Country Summary
Provides consolidated figures grouped by country.
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Department Summary
Provides consolidated figures grouped by department.
Extension Summary
Provides consolidated figures grouped by extension.
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Frequently Called Numbers
Summary of top 25 numbers.
Line Summary
Summary of all lines.
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Custom Call Routing Reports
Custom Call Routing Detail
Provides summary of auto attendant traffic.
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Custom Call Routing Summary
Provides summary auto attendant activity.
Hunt Group Reports
Hunt Group Detail
Provides a summary of hunt group traffic.
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Hunt Group Summary
Provides a summary of hunt group activity.
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Voice Mail Reports
Voice Mail Detail
Provides statistics of mail box activity.
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Voice Mail Summary
Provides a summary of mail box activity.
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Avaya Documentation Links
Activity Reporter Installation/Startup Guide
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