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Report Samples

Tiger 2020 Call Management System


Contents
Management Reports 4
Outgoing Traffic Analysis 4
Departmental Cost Summary 6
Departmental Usage Summary 7
Comparative Cost Summary 8
Comparative Cost Detail 10
Unknown Extensions 11
Zero Usage Extensions 12
Time of Day Analysis 13
Extension Usage Analysis 16
Departmental Usage Analysis 17

Incoming Reports 18
Departmental Incoming Summary 18
Departmental Call Volume 19
Extension Responses 20
Target Response Analysis 21
Operator Loading Report 23
Departmental Responses 24
Extension Ring Time Analysis 25
First Point Of Answer Response Time 26
First Point Of Answer Target Response Analysis 29
Extension Answer Performance 31
Departmental Answer Performance 32
Response Time 33
Department Target Response Analysis 36
Received Calls Per Extension 37
First point of Answer Target Response Time 38

Traffic Reports 40
Trunk Group Summary 40
Trunk Summary 42
Trunk Utilisation 43
Trunk Busy Period 46
Route Traffic 48
VoIP Utilisation 49
VoIP Quality of Service 52

High/Low Usage 54
High/Low Usage Dialled Numbers 54
High/Low Usage Extensions 55
High/Low Usage CLI 56
High/Low Usage Geographical 57

Call Detail 58
Call Detail 58
Departmental Call Summary 59
Call Information 60
Client Call Summary 61

Client Billing 61
Unallocated Client Calls 62
Authorisation Call Summary 63
Unallocated Authorisation Calls 64

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Tiger 2020 - V5 Report Samples
Management Reports

Outgoing Traffic Analysis

The Outgoing Traffic Analysis will provide an overview of call traffic by carrier detailing the call spend broken down by call
category, e.g. local, trunk, mobile, international, and time of day. Run on a monthly/quarterly basis, this report is ideal for high
level budgeting and ratifying the carrier bill. In addition to the statistical report a pie chart is provided showing the breakdown by
carrier or at carrier level identifying the percentage split by call category.

Report Column Explanation

Columns: Descriptions:
Carrier: The carrier name and tariff structure split into the main categories of call:
Free Free. Local, National, International, Mobile and Premium rates.
Local
National
International
Mobile
Calls/Duration/Cost Calls, their duration and cost are shown totalled by category into the main time bands of the day
(09:00 13:00 Morning, 13:00 18:00 Afternoon, 18:00 09:00 Evening/night)
Totals Overall category totals for the requested date/time period.


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Tiger 2020 Call Management System - Report Samples 5
Departmental Cost Summary

The Department Cost Summary will provide details of total and average call costs. This is available at extension, department or
other hierarchic level as required and broken down by call category. The report can also include equipment costs configured
against extensions or other hierarchic levels within the directory. Additional features of this report include configuration to use
multiple currencies for international sites and to reflect the bill you provide to clients rather than cost to yourself, making this ideal
for departmental billing purposes.

Columns: Descriptions:
Cost Centre Name This may be a department or section heading or an extension number together with its primary user
name. Grouping is by the Department or section with extensions indented
Average Cost The average cost of a single call for this individual cost centre

Call Category: The total calls and cost split into the main call categories as defined.
Free/Local
National
International
Mobile
Fixed Costs These costs include configured line and equipment rentals for the period of the requested report (i.e.
where rental has been configured for example for a period of three months then the fixed charge will
represent the pro rata charge for the period of the report.)
Total: Cost centre totals are shown in numbers of calls, cost and percentage of the overall cost for the
Calls whole report.
Cost
%Cost

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Departmental Usage Summary

The Departmental Usage Summary will provide details of all calls, i.e. incoming, outgoing and internal at extension, department
or other hierarchic level as required and can be used to provide departmental managers with a comprehensive overview of their
overall departmental call traffic.

Report Column Explanation

Columns: Descriptions:
Cost Centre Name This may be a department or section heading or an extension number together with its primary user
name. Grouping is by the Department or section with extensions indented.
Tandem call durations, call volumes and their costs are included at the switch level.
Incoming: Internal Call count and duration for received internal calls
Incoming: External Call count and duration for received external calls (this includes calls from other locations on the
network and from the public network.
Outgoing: Internal Call count and duration for internal outbound calls
Outgoing: External Call count, duration and cost for external outbound calls
Totals Call count and duration for all made and received calls within the cost centre

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Comparative Cost Summary

The Comparative Cost Summary will provide a definitive answer to questions such as which is the most cost effective carrier
for my European call traffic? The Tiger 2020 can be configured with multiple carrier tariff tables against which selected call
traffic can be costed. The report will display the calculated costs for all carriers selected and highlight the most cost effective. In
addition to the statistical report a graphical display will present the calculated call costs for each selected carrier.

Report Column Explanation


This report looks at Call Condition and includes either Costed or Valid only.

Columns: Descriptions:
Carrier The carrier name and tariff structure
Cost / Saving Calls, their duration and cost are shown totalled by category.
Totals Overall category totals for the requested date/time period.

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Comparative Cost Detail

The Comparative Cost Detail report will provide a breakdown of all the calls showing the cost based on your current tariff along
with the costs of other tariffs installed on the system. This is so that comparisons can be made to determine the most effective
carrier for the calls.

Report Column Explanation


This report looks at Call Condition and includes either Costed or Valid only.

Columns: Descriptions:
Day/ Date/ Time The day, date and time that the call was made
Duration How long the call lasted
Source The extension that initiated the call
Client Code The client code attributed to this call
Dialled Number The number dialled
Location The destination of the dialled number
Call Category The billing category as determined by the tariff
Call Outcome Indicates whether the call connected or the reason it did not (if indicated by the PBX).
Currency This is the currency that the country in question will use
Cost Cost based on the default tariff for the call
Alternate Tariffs The remaining columns will show the cost of the call for the tariff shown

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Unknown Extensions

The Unknown Extensions report details any extensions which have been used over the reporting period, but which are not
represented in the Tiger 2020 Call Management System directory definition. This report thus delivers a quick and easy reference
listing for someone to update the Call Management System Department listing.

Report Column Explanation

Columns: Descriptions:
Extn The Extension number from which calls have been detected
Switch The PABX from which the calls on unknown extensions have been detected
Total
Calls Number of calls on this extension in the period
Duration Duration of the calls on this extension in the period
Cost Cost of calls on this extension in the period
Incoming Calls
Internal % Percentage inbound internal traffic of total on this extension
Internal Duration Inbound internal traffic duration on this extension
External % Percentage inbound internal traffic of total on this extension
External Duration Inbound internal traffic duration on this extension
Outgoing Calls
Internal % Percentage outbound internal traffic of total on this extension
Internal Duration Outbound internal traffic duration on this extension
External % Percentage outbound external traffic of total on this extension
External Duration Outbound external traffic duration on this extension

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Zero Usage Extensions

The Zero Usage Report will show you any unused extensions along with their relevant departments and users for the reporting
period selected.

Report Column Explanation

Columns: Descriptions:
Site Name Displays the name of the site in question
Extension Number Shows the extension in question
Switch Name Displays the name or location of the switch
Department Shows which department the extension is located in
User Name Who the primary user of the extension is

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Time of Day Analysis

This report will show a summary of the incoming and outgoing calls broken down into 30 minute periods for a quick overview of
performance and overall usage. The report also includes a graphical representation of the results making it easy to identify the
busiest time periods and highlight any potential problems with staffing levels.

Report Column Explanation

Columns: Descriptions:
Time Time of day
Total Total amount of calls for that time period
Answered calls
Number Amount of answered calls in that time period
Avg Duration The average duration of each answered call
Avg Ring The average amount of time in seconds before the call was answered
Unanswered calls
Number Amount of unanswered calls in that time period
% Missed Percentage of the overall calls not answered
Avg Ring The average amount of time in seconds before the call was lost
Outgoing calls
Total Total number of outgoing calls
Avg Duration The average duration of each outgoing call

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Tiger 2020 Call Management System - Report Samples 14
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Extension Usage Analysis

The extension usage analysis report will show a summary of each extensions incoming and outgoing usage along with the totals
for the individual call categories. This report could therefore be used for monitoring productivity of individual users.

Report Column Explanation

Columns: Descriptions:
Extension The extension number in question
Primary User The name of the user assigned to the extension in the Tiger directory
Department The department that the extension is assigned to in the Tiger directory
Answered Calls
Number The total amount of answered calls
Avg Duration The average duration of these calls
Avg Ring The average time in seconds taken to answer the calls
Unanswered Calls
Number The total amount of unanswered calls
% Missed The percentage of the overall calls not answered
Avg Ring The average time in seconds before the call was lost
Outgoing Calls
Total The total amount of outgoing calls
Avg Duration The average duration of these calls
Call Category e.g. International
Number The total amount of calls for this category
Total Duration The total duration of the calls in this category

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Departmental Usage Analysis

The Departmental Usage Analysis will provide a summary of the calls being made and received at department or other
hierarchic level as required and can be used to provide departmental managers with a comprehensive overview of their overall
departmental performance.

Report Column Explanation

Columns: Descriptions:
Cost Centre Name This may be a department or section heading or an extension number together with its primary user
name. Grouping is by the Department or section with extensions indented. Tandem call durations, call
volumes and their costs are included at the switch level.
Total Call count for incoming calls
Answered Calls
Number Call count for answered calls
Avg Duration The average call duration
Avg Ring The average time taken to answer the calls
Unanswered Calls
Number Call count for unanswered calls
% Missed The overall percentage of incoming calls that were unanswered
Avg Ring The average ring time before the call was missed
Outgoing Calls
Total Call count for outgoing calls
Avg Duration The average call duration

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Incoming Reports

Departmental Incoming Summary

The Departmental Incoming Summary will provide details of incoming calls, at extension, department or other hierarchic level
as required, broken down by call source and highlighting average response time and call duration. Totals are also given for
specific flag conditions that can be determined from the switch, e.g. pickup, divert, etc. This report will provide a comprehensive
overview of all incoming calls to a department.

Report Column Explanation


This report looks at specific call conditions and includes either Costed or Valid only and have the following Outcome,
Connected, NoAnswer, Busy, No Ring.

Columns: Descriptions:
Cost Centre Name This may be a department or section heading or an extension number together with its primary user
name. Grouping is by the Department or section with extensions indented.
Internal Intra PBX calls
Inter PBX Calls between PBX in the same network
External Calls from the public network (PSTN)
Within the above:
Calls The combined total of Answered + UnAnswered + UnAnswered Divert + UnAnswered Busy
Answered Call Outcome of Connected
UnAnswered Call Outcome of UnAnswered
Terminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging
UnAnswered Divert Call Outcome of either UnAnswered, Busy or No Ring
Terminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging
UnAnswered Busy Call Outcome of Busy
Terminating reason of either Recall, Redirect, Divert, FollowMe, Voicemail or Paging

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Departmental Call Volume

The Departmental Call Volume Summary will provide details of incoming calls, at extension, department or other hierarchic level
as required, broken down by call source and the volume of calls answered and unanswered in hourly intervals throughout the
working day. This report will enable the departmental manager to assess that the call handling and routing is structured correctly
within the switch and to identify appropriate staffing levels during the working day.

Report Column Explanation


This report looks at specific call conditions and includes either Costed or Valid only and have either
a. Outcome of Connected
b. Outcome of NoAnswer, Busy, Do Not Disturb, Refused and a Terminating Reason of Normal.

Columns: Descriptions:
Cost Centre Name This may be a department or section heading or an extension number together with its primary user
name. Grouping is by the Department or section with extensions indented.
Answered Call Outcome of Connected
UnAnswered Call Outcome is either NoAnswer, Busy, DoNotDisturb or Refused
Terminating reason is Normal
Total Complete Call Count and percentage of total calls for this cost centre
Total External Call Count and percentage of total calls for this cost centre which were external calls
Total Int / Net Call Count and percentage of total calls for this cost centre which were internal to the company i.e.
internal calls or inter PBX.
07:00 08:00 etc Call totals for hourly slots through the day until 19:00 then 19:00 until 07:00am.

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Extension Responses

The Extension Response Report will provide, by extension or console, the average response time both statistically and
graphically, together with the number and percentage of calls answered within up to 5 user-definable answer thresholds,
e.g. 0-5 seconds, 6-10 seconds, etc. This report will assist in assessing performance and increasing productivity in a service
environment, e.g. help-desk, product enquiries, etc.

Report Column Explanation


This report looks at specific call conditions and includes either Costed or Valid only

Columns: Descriptions:
Extn Extension number for this line detail
Primary User Where more than one user is registered at an extension then one entry is nominated as the primary
user to appear on reports (may commonly be a job title).
Department The name of the department or section relating to the extension concerned
Unans Calls Call count of calls flagged as unanswered
Answered Calls Call count of calls indicating they were answered
Average Response Time Average time to answer calls in seconds.
Responses >= Call response times greater than or equal to the configured values

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Target Response Analysis

The Target Response report offers a graphical analysis of the level of service offered by the extensions or consoles selected for
the report. The Target level is fully configurable and the accompanying textual information provides a more detailed look at each
extensions performance.

Report Column Explanation


This report looks at specific call conditions and includes either Costed or Valid only

Columns: Descriptions:
Date Date of calls in format DD/MM/YYYY
Not Included Call count of unanswered calls which had a ring time less than the configured value. These calls are
considered too short to be answered and are therefore excluded from the report.
Total Calls The combined totals of Target + Over Target + Unanswered + Busy
Target Calls Number of calls answered within the configured target value
Target % Percentage of calls answered within configured target
Over Target Calls Number of calls answered outside the configured target value
Over Target % Percentage of calls answered outside configured target
Av. Answer Time The Average time to answer calls in seconds
Unanswered Calls Unanswered call count excluding those in the Not included column
Unanswered % Percentage of calls with valid ring time which were not answered
Av. Ring Time The average time a caller rings before hanging up
Busy Calls The number of calls to extensions flagged as busy
Busy % The percentage of the total calls to busy extensions

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Tiger 2020 Call Management System - Report Samples 22
Operator Loading Report

The Operator Loading report is designed to assist the user in monitoring staffing levels in a call centre or switchboard
environment. This report takes in to account all inbound calls to a set of extensions/departments (defined by the filter being used)
and will advise the amount of operators that would be needed to handle the calls over a user configurable handling time. The
handling time can be altered on the grid stage of the report and includes both ring time and talk time.

Report Column Explanation

Columns: Descriptions:
Time Time slot start time in half hour slots in format HH:MM:SS
(First Selected Day) Day of week and date in format DD/MM/YYYY to a maximum of seven days
Calls Call count of calls received with the time slot
Reqd Ops Based on the configured Call Handling Time the suggested number of operators required to handle
this volume of calls.

The page header also shows the Call Handling Time value as configured in seconds.
The report footer shows the Average Call Duration and the Total of Unanswered calls for each day.

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Departmental Responses

The Departmental Responses Report will provide, the average response time both statistically and graphically, together with the
number and percentage of calls answered within up to 5 user-definable answer thresholds, e.g. 0-5 seconds, 6-10 seconds, etc.

Report Column Explanation

Columns: Descriptions:
Department The name of the department or section
Unans Calls Call count of calls flagged as unanswered
Answered Calls Call count of calls indicating they were answered
Average Response Time Average time to answer calls in seconds.
Responses >= Call response times greater than or equal to the configured values

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Extension Ring Time Analysis

This report will display the ring time for the extension in a quick and easy to view format. The average ring time will display as a
bar graph for quick and easy reference, whilst the rest of the data will break down into user definable time segments so the user
can see how many calls where answered between 0-5 seconds 5-10 seconds etc.

Report Column Explanation

Columns: Descriptions:
Extn The Extension that has received the call
Primary user The user associated to that particular Extension
Total Calls The total calls received by that extension
Max Duration Displays the longest duration that the extension had a call for
Avg. Duration Displays the average duration for the total calls received by that extension
Max Ring Shows the longest ring time received by that extension
Average ring Time Shows in data and in graphical format the average ring time per extension in seconds
0 seconds Total calls answered between 0 and 5 seconds
5 seconds Total calls answered between 5 and 10 seconds
10 seconds Total calls answered between 10 and 15 seconds
15 seconds Total calls answered from 15 seconds upwards

The report footer shows the call types that have been excluded.

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First Point Of Answer Response Time

The first point of answer report is used where calls are being sent to or received by a hunt group. In this environment the switch
will attempt to pass the calls to the operators until it finds an agent that is free, this report will discount any initial attempts and
will only show calls that have been answered, how long they took and who answered, along with the average and worst time.

This is useful in determining how many unique calls come into the group and also for looking at ring time from a customer
perspective i.e. how long it takes for an incoming caller to speak to an operator.

Report Column Explanation

Columns: Descriptions:
Time Time slot start time in 1/4 hour slots in format HH:MM
Number of calls
Answered Shows how many calls where answered
Unanswered Shows how many calls where unanswered
Total Displays the total amount of calls answered and unanswered.
Answered % Shows the percentage of answered calls
Calls >5 sec Calls that where answered greater than 5 seconds
Calls >10 sec Calls that where answered greater than 10 seconds
Answer Time (sec)
Average The average time it take to answer a call against that extension
Worst The worst time recorded to answer a call against that extension

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Tiger 2020 Call Management System - Report Samples 27

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First Point Of Answer Target Response Analysis

This report is used where calls are being sent to or received by a hunt group. It is broken down by days and displays total calls
received and whether they met the user configurable targets shown by totals and percentages.

You will also receive info on the amount of unanswered calls and the average time and average ring time.

Please note the calls not included are based upon the user configurable response exclusion time, as indicated in bold on the
report.

This report, like the First Point Of Answer Response Time, is useful in determining how many unique calls come into the group
and also for looking at ring time from a customer perspective i.e. how long it takes for an incoming caller to speak to an operator.

Report Column Explanation

Columns: Descriptions:
Date Displays the date that the calls where made on
Not included Will display the total of calls that are not included in the stats
Total calls Shows the total calls that will produce the stats for the report
Target Calls Shows how many calls where answered within the Target time
Target % Displays the percentage of calls that made the target
Over Target Calls Shows how many calls where not answered with in the target time
Over Target % Represents the percentage of calls to miss the Target
Av. Answer Time Displays the Average time it takes to answer calls for that day
Unanswered calls Shows the volume of calls that where not answered on that day
Unanswered % The percentage of calls that where unanswered on that day
Av. Ring Time Shows the average ring time for the day
Busy Calls How many busy calls where recorded for the day
Busy% The percentage of busy calls (if you decide to display them in the report)

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Tiger 2020 Call Management System - Report Samples 30
Extension Answer Performance

This report shows the performance of each extension for the incoming calls received. The data displayed shows the amount
answered calls and the time taken to do so within user defined periods of time. Also shown by the report is the amount of calls
lost by each extension, categorised by unanswered, busy or calls that were sent to voicemail.

Report Column Explanation

Columns: Descriptions:
User Department Shows the user name and department the extension is assigned to
Called Number The originally dialled extension
Answer Point The extension that answered the call
Total Calls Total amount of incoming calls
Ansd calls <=(X) Configurable field showing how many calls answered within the target
Ansd calls <=(X) % Percentage of total calls answered within the target
Busy Calls The amount of calls unanswered due to the extension being busy
Busy Calls % Percentage of calls not answered due to the extension being busy
Unanswered Calls Amount of unanswered calls
Unanswered Calls % Percentage of unanswered calls
Answered in Seconds The amount of calls by total and percentage, divided into user definable time groupings
Voicemail The amount of calls that sent to voicemail by total and percentage
Busy% The percentage of busy calls (if you decide to display them in the report)

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Departmental Answer Performance

This report shows the performance of each department for the incoming calls received. The data displayed shows the amount
answered calls and the time taken to do so within user defined periods of time. Also shown by the report is the amount of calls
lost by each department, categorised by unanswered, busy or calls that were sent to voicemail.

Report Column Explanation

Columns: Descriptions:
Department Shows the department in question
Total Calls Total amount of incoming calls
Ansd calls <=(X) Configurable field showing how many calls answered within the target
Ansd calls <=(X) % Percentage of total calls answered within the target
Busy Calls The amount of calls unanswered due to the extension being busy
Busy Calls % Percentage of calls not answered due to the extension being busy
Unanswered Calls Amount of unanswered calls
Unanswered Calls % Percentage of unanswered calls
Answered in Seconds The amount of calls by total and percentage, divided into user definable time groupings
Voicemail The amount of calls that were sent to voicemail, and of those how many left messages

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Response Time

The Response Time Report can be generated on both operator and extension response times (switch dependent) and will
provide statistics on a quarter-hour basis of total calls, answered or unanswered and the average and worst response times.
Two threshold levels can be specified to highlight the number of calls answered exceeding these times. With the graphical
display, in addition to the statistics, the information provided will give a clear picture of the busiest times of the day and assist the
switchboard supervisor/departmental manager in ensuring that a first class level of service is offered at all times.

Report Column Explanation

Columns: Descriptions:
Time Time slots in quarter hour increments through the day in format HH:MM
Answered Call count of calls answered within this time slot
Unanswered Call count of calls unanswered within this time slot
Excluded Call count of calls which dont have any valid response time (defined at end of report)
Total Total call count of the above three columns
% Answered The percentage of the total calls which were answered.
Calls > 5 sec Call count of calls which took longer than 5 seconds to answer (value may be configured)
Calls > 10sec Call count of calls which took longer than 10 seconds to answer (value may be configured)
Answer Time Average The average answer time of all the calls answered within the time slot
Answer Time Worst The worst response time detected within the calls in this time slot

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Tiger 2020 Call Management System - Report Samples 34
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Department Target Response Analysis

The Departmental Target Response report provides an analysis of the level of service offered by the departments, sub-
departments or other hierarchal level selected for the report.

The report provides a comprehensive look at each departments incoming call performance and the target level is fully
configurable to meet each Tiger users specifications.

Report Column Explanation

Columns: Descriptions:
Not Included Call count of unanswered calls which had a ring time less than the configured value. These calls are
considered too short to be answered and are therefore excluded from the report.
Total Calls The combined totals of Target + Over Target + Unanswered + Busy
Target Calls Number of calls answered within the configured target value
Target % Percentage of calls answered within configured target
Over Target Calls Number of calls answered outside the configured target value
Over Target % Percentage of calls answered outside configured target
Av. Answer Time The Average time to answer calls in seconds
Unanswered Calls Unanswered call count excluding those in the Not included column
Unanswered % Percentage of calls with valid ring time which were not answered
Av. Ring Time The average time a caller rings before hanging up
Busy Calls The number of calls to extensions flagged as busy

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Received Calls Per Extension

This report shows a summary of the amount of calls received by each extension on a daily basis. This enables you to easily
monitor how many calls are being answered or missed, the time users spend on the phone, how long they take to answer
incoming calls and the overall amount of phone traffic received.

Report Column Explanation

Columns: Descriptions:
Extension Number Extension number in question
Call Date Date that the call was made
Answered Calls Number of answered calls on this date
Unanswered Calls Number of unanswered calls on this date
Total Response The total response time of the connected calls
Average response The average response time of the connected calls
Total Talk Time The total duration of the calls once connected
Average Talk Time The average duration of the connected calls

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First point of Answer Target Response Time

This report is used where calls are being sent to or received by a hunt group and is broken down into quarter hourly segments
displaying total calls received and whether they have met targets displayed by totals and percentages. This can then therefore be
useful in identifying busy time periods and adjust staffing levels accordingly.

You will also receive information on the amount of unanswered calls and the average time and average ring time.

Please note the calls not included are based upon the user configurable response exclusion time, as indicated in bold on the
report.

Report Column Explanation

Columns: Descriptions:
Time The time of day broken down into fifteen minute segments
Not included Will display the total of calls that are not included in the stats
Total calls Shows the total calls that will produce the stats for the report
Target Calls Shows how many calls where answered within the Target time
Target % Displays the percentage of calls that made the target
Over Target Calls Shows how many calls where not answered with in the target time
Over Target % Represents the percentage of calls to miss the Target
Av. Answer Time Displays the Average time it takes to answer calls for that day
Unanswered calls Shows the volume of calls that where not answered on that day
Unanswered % The percentage of calls that where unanswered on that day
Av. Ring Time Shows the average ring time for the day
Busy Calls How many busy calls where recorded for the day
Busy% The percentage of busy calls (if you decide to display them in the report)

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Traffic Reports

Trunk Group Summary

A summary of each trunk group showing if maximum capacity was reached, the number of configured trunks in the group,
together with stats about the group occupancy and model bandwidth.

Report Column Explanation

Columns: Descriptions:
Max Capacity State Asterisk * if maximum capacity reached or blank otherwise
Trunk Group Name As configured by the system administrator or Auto configured
Trunk Group Number The group number as processed from the call records using the group and member settings for the PBX in
the directory definition
PBX Name As configured in the directory definition
PBX Node ID The PBX node against which the calls were processed
Trunk Group Type The Group type as configured in the directory definition
Configured Trunks Number of trunks configured in this group (in the directory definition)
Maximum Concurrent Calls The maximum number of simultaneous calls on this group of trunks for the period being reported
Time at Max Capacity The duration for which the Maximum Concurrent calls above occurred
Max Capacity % MaxCapacity% = Time At Max Capacity in Seconds / Reporting Days * Seconds in a day( 86400 ) * 100
Model KBps Bandwidth The model bandwidth in the maximum capacity period,calculated in Kilo Bytes per second (KBps) based on
the selected model codec bit rate and packets per second (PPS)
Total Calls The total number of both inbound and outbound calls on this trunk group during the requested report period
Total Occupancy The total connected time duration of all calls (inbound and outbound) for this trunk group during the requested
report period
NB Further to the above columns the user also turn on separate columns for inbound and outbound call totals
and occupancy. It should be noted however that all information cannot then be fitted on the page and that
alternatively other columns may be switched off or the report may be directly output to CSV file instead of
being formatted for printing

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Report Column Explanation when the option Include Date detail is selected:
A summary for each trunk group , summarised for each day in the date range selected, showing if the maximum capacity was
reached, the number of configured trunks in the group, together with stats about the group occupancy and model bandwidth.

Columns: Descriptions:
Max Capacity State Asterisk * if maximum capacity reached or blank otherwise
NB there is no heading but an asterisk indicates this state was reached
Date The date of this individual days summary
Maximum Concurrent Calls The maximum number of simultaneous calls on this group of trunks for the period being reported
Maximum Time Capacity The duration for which the Maximum Concurrent calls above occurred
Maximum Capacity % MaxCapacity% = Time At Max Capacity in Seconds / Reporting Days * Seconds in a day( 86400 ) * 100
Maximum Model KBps The model bandwidth in the maximum capacity period,calculated in Kilo Bytes per second (KBps) based
Bandwidth on the selected model codec bit rate and packets per second (PPS)
Configured Trunks Number of trunks configured in this group (in the directory definition)
Incoming
- Calls The total number of inbound calls on this trunk group during the requested report period
- Occupancy The total connected time duration of all inbound calls for this trunk group during the requested report
period
Outgoing
- Calls The total number of outbound calls on this trunk group during the requested report period
- Occupancy The total connected time duration of all outbound calls for this trunk group during the requested report
period
Total
- Calls The total number of both inbound and outbound calls on this trunk group during the requested report
period
- Occupancy The total connected time duration of all calls (inbound and outbound) for this trunk group during the
requested report period

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Trunk Summary

The Trunk Summary is an ideal report to identify faulty, under-utilised or zero-usage trunks. The report will provide line totals by
trunk type, i.e. both-way, ddi, etc, with a breakdown by incoming and outgoing calls.

Report Column Explanation

Columns: Descriptions:
Trunk The Trunk number containing the main trunk group number followed by the trunk index.
Incoming
Calls The number of calls inbound on this particular trunk
Ansd The number of inbound calls which were answered on this trunk
Unansd The number of inbound calls which were unanswered on this trunk
Duration The total duration of inbound calls on this trunk
Outgoing
National/Local/Free Calls outbound to National or Local or Free numbers summarised by Calls, their Duration and Cost
International Calls outbound to International numbers summarised by Calls, their Duration and Cost
Mobile Calls outbound to Mobile numbers summarised by Calls, their Duration and Cost
Totals
Calls Number of calls in each category
Duration Duration of the calls in each category
Cost Cost of calls in this category

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Trunk Utilisation

The Trunk Utilisation Report can be generated on user-defined groups of trunks and will provide statistics on a quarter-hour
basis detailing the volume of incoming and outgoing calls, total and percentage occupancy. With the graphical display, in
addition to the statistics, the information provided will assist the telecommunications manager in identifying the peak
occupancy on a particular route and ensuring that the switch is running at an optimum performance level. The modelling feature
will assist in future planning by offering the facility to manipulate the number of trunks and display the actual traffic over greater
or fewer trunks.

Report Column Explanation


N.B. The report header notes that the values in this report refer to the number of calls in progress. It is important to remember
this as a single call on a trunk may span a number of quarter hour segments

Major call counts are shown at the head of the page if these are required.

Columns: Descriptions:
Time The time of day on quarter hour slots of format HH:MM
Number of calls IN PROGRESS
Incoming The number of inbound calls IN PROGRESS during this quarter of an hour
Outgoing The number of outbound calls IN PROGRESS during this quarter of an hour
Continuation These counts denote that the trunk was in use as part of a call which was re-routed in some form.
These types are defined at the foot of the report where it is explained that these are not counted as
part of the total call count.
Total Calls The total number of calls IN PROGRESS during this quarter of an hour
Total Occupancy The total duration of time that trunks were in use during the period in the format HHHH:MM:SS
Average Line Occupancy The total occupancy as defined above divided by the total number of trunks involved.
Total Occupancy % The total occupancy divided by the total possible occupancy for these specific set of trunks shown as
a percentage.

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Trunk Busy Period

The Trunk Busy Period Report will assist the telecommunications manager in identifying the busiest period and peak occupancy,
on a specific group of trunks, e.g. DDI, BT trunks. The busy period is user-definable, e.g. 5 minutes, 15 minutes, 30 minutes, etc.
The statistics provided include the total and busy period occupancy, percentage occupancy in the busy period and percentage
of the total traffic occurring in the busy period. A graphical display plots the busy period for each day selected clearly highlighting
daily call patterns.

Report Column Explanation


The report header shows the busy period in use (1 to 60 minutes) and the number of trunks

Columns: Descriptions:
Date In format DD/MM/YYYY
Total Occupancy The total duration of call time on these trunks for the period
Total Calls The total number of calls on these trunks for the period
Busiest Period Beginning The start time of the busiest period of the day
Busy Occupancy The total duration of call time on these trunks for the busy period
% Traffic in Busy Period The above Busy Occupancy expressed as a percentage of the traffic for the whole day
% GOS Obtained The percentage of the Grade Of Service obtained (for many systems no calls will be blocked). If there
are insufficient trunks for this type of call this will be reflected in a non-zero %GOS obtained.
Trunks Reqd. For specified % The user can specify the % GOS (normally in the range 5% to 0.01%) for which this field will indicate
GOS the number of trunks required to achieve this.
N.B. A 5% GOS indicates 5 call rejections in 100. A 0.01 GOS indicates 1 call rejection in 10,000.
Percentage Occupancy in the The actual occupancy in the busy period divided by the maximum possible occupancy shown as a
Busy Period percentage value and as a histogram.

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Route Traffic

The Route Traffic Report can be generated based on a user-defined set of dialling codes/specific numbers and will highlight the
total number of outgoing calls, total call duration and total cost for each code/number. This will enable the telecommunications
manager to assess viability of alternative carriers on specific routes; by selecting various country codes, or to ascertain the total
call traffic and call spend to all UK regional offices, by selecting their specific dialled numbers. The report will also show incoming
calls from the selected codes/numbers, i.e. the CLI, if presented from the switch. In the latter example of analysis of UK regional
office traffic the incoming information will highlight the volume of calls received from each office, and with the ability to sort on the
volume and duration fields, will immediately show the office placing the most calls or taking the most call time.

Report Column Explanation

Columns: Descriptions:
Site Site code of traffic
Access The access code used for this route
Digits The route code (this may have been specified as a complete dialled number or as just the STD code)
Destination The name for this route as specified in the Route Saveset table.
Out Calls The total number of outbound calls detected on this route
Out Cost The total cost of outbound calls on this route
Out Drtn The total duration of outbound calls on this route format HH:MM:SS
Total Calls The total number of all calls on this route
Total Cost The total cost of all calls on this route
Total Drtn The total duration of all calls on this route format HH:MM:SS

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VoIP Utilisation

The VoIP utilisation report shows the voice over IP traffic in 15 minute time slots. The report can be customised so that a user
can choose the codec type, bandwidth & packets that they currently have configured, and use this to compare to the speed
used by different codecs. This can then help to identify the most effective codec for the volume of traffic handled by the phone
system.

Report Column Explanation

Columns: Descriptions:
Available KBpS Bandwidth User configurable field
Time Time of day in 15 minutes intervals
Total Calls Total amount of calls made within this time period
Total Occ Time Total occupancy time for the time period
Actual KBpS Total Kilobytes per second from your current configuration
% Actual KBpS Percentage of your total bandwidth being used
Model KBpS Kilobytes per second if you were to use the codec selectable at grid stage
% Model KBpS Percentage of the total bandwidth that would be used if you used the codec selectable
Total Cost The total cost of all calls on this route
Total Drtn The total duration of all calls on this route format HH:MM:SS

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VoIP Quality of Service

The VoIP quality of service report uses switch specific optional features* to allow the user to determine the quality of their VOIP
traffic. It provides the latency, jitter and the mean opinion score over 15 minute time intervals so that a user can establish if any
distortion or faults on the lines were due to the telephone switch or an external source.

*You will need to refer to your switch maintainer to ascertain whether this output is available.

Report Column Explanation

Columns: Descriptions:
Time Time of day in fifteen minute segments
Call Count Amount of calls within this time period
Latency (milliseconds) Time taken for voice packets to reach its destination
Average
Max
Jitter (milliseconds) The variation in the time between packets arriving.
Average
Max
MOS (Mean Opinion Score) A numerical indication of the quality of the call
Average
Min

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High/Low Usage

High/Low Usage Dialled Numbers

The High/Low Usage Report on Dialled Numbers will provide an analysis of the numbers dialled most frequently, those incurring
the most cost or the longest duration. This report will assist in identifying numbers that should be programmed for speed-dialling,
possible routes for alternative carriers or dedicated circuits. In addition, the report will highlight potentially fraudulent use of
the network.

Report Column Explanation

Columns: Descriptions:
(Sequence Number) Line item sequence number
Dialled Number The number dialled
Access Code The number used to access a trunk. The default normally being 9. This number often denotes the
carrier which may be a private network.
Destination Name The destination of the dialled number of an outbound call or the origin of an inbound call as looked up
in the STD list contained in the reference tables.
Charge Band The particular carrier charge banding as defined in the systems tariff tables for this call.
Call Volume The number of calls of this type which were detected. The report may be sequenced by this number.
Cost The total cost for all of these particular calls. The report may be sequenced by this value.
Duration The total duration for all of these particular calls. The report may be sequenced by this value.

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High/Low Usage Extensions

The High/Low Usage Report on Extensions will provide an analysis of the extensions making the most calls, those incurring
the most cost or spending the most time on the telephone. The call totals are broken down by percentage over the category of
call, e.g. incoming internal and external, outgoing internal and external. The Low Usage Report will immediately highlight spare
extensions or those with very low volumes of call traffic.

Report Column Explanation

Columns: Descriptions:
(Sequence Number) Line item sequence number
Extn Primary User [Department] The extension number concerned together with the primary user name for that extension with
department name shown in brackets.
Total
Calls The number of calls of this type which were detected. The report may be sequenced by this number.
Duration The total duration for all of these particular calls. The report may be sequenced by this value.
Cost The total cost for all of these particular calls. The report may be sequenced by this value.
Incoming Calls - Internal
% The percentage of calls for this extension which incoming internal
Duration The total duration of calls for this extension which incoming internal
Incoming Calls - External
% The percentage of calls for this extension which incoming external
Duration The total duration of calls for this extension which incoming external
Outgoing Calls - Internal
% The percentage of calls for this extension which outgoing internal
Duration The total duration of calls for this extension which outgoing internal
Outgoing Calls - External
% The percentage of calls for this extension which outgoing external
Duration The total duration of calls for this extension which outgoing external

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High/Low Usage CLI

The High/Low Usage Report on CLI (Calling Line Identity) will provide an analysis of the most frequent incoming callers or those
with the longest total call duration. This report will assist in identifying customer calling patterns, and, by utilising the query filters
to select unanswered calls, will highlight potential unanswered customer calls.

Report Column Explanation

Columns: Descriptions:
CLI Number The Calling Line Identity (source number) of inbound calls to the PABX concerned
Destination Name The description held within the reference tables for calls on this route
Call Category The billing category as determined by the tariff
Currency This is the currency that the country in question will use
Call Volume The number of calls on this route
Average Response The average response to calls inbound from this source or route
Average Duration The average duration of calls inbound from this source or route
Total Cost Not currently applicable
Total Duration The total duration of all calls from this source

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High/Low Usage Geographical

The High/Low Usage Geographical report will provide an analysis of the geographic areas for incoming or outgoing calls. This
report will assist in identifying customer calling patterns.

Report Column Explanation

Columns: Descriptions:
Digits These are the STD Codes that Tiger will use to determine the location
Destination The destination of the dialled number of an outbound call or the origin of an inbound call as looked up
in the STD list contained in the reference tables.
Currency This is the currency that the country in question will use
Outgoing calls The number of outgoing calls to a destination
Outgoing cost The total cost of all calls to that destination
Outgoing Duration The average duration of calls outbound to this destination
Outgoing meter pulses This would show the total meter pulses used for the calls if it where active on the switch
Incoming calls The total duration of all calls from this source
Incoming Duration The total duration of all incoming calls from this source
Total calls The total calls for incoming and outgoing calls to a particular location
Total cost The total cost of calls to a particular location
Total Duration The total duration of calls to and from a particular location

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Call Detail

Call Detail

The Call Detail Report is designed to show extensive information about every individual call made. As there is so much
information available the report is fully customisable, columns can be resized, added and removed to suit the individuals
requirement at the time.

It is ideally used in conjunction with the larger scale Management reports in order to investigate, for example, specific extension
or trunk usage more closely.

Report Column Explanation


The available columns are shown below though normally a number of these will be turned off on any individual system.

Columns: Descriptions:
Day First three letters of the day of the week.
Date Call date in format DD/MM/YYYY
Time Call time in format HH:MM:SS
Source The originating extension or trunk
Destination Destination extension or trunk
Destination Name The destination based on the std
Access The number used to access a trunk. The default normally being 9.
Dialled Number/CLI The outgoing/incoming number
Location Location of the dialled or incoming number
Ring Time Amount of time in seconds before the call was answered or disconnected
Init. Reason The method in which the call initiated
Term. Reason The method in which the call terminated
Call Outcome The outcome of the call i.e. connected or not answered
Switch Duration The total duration of the call including the ring time and talk time
Cost The cost of the call based on the tariff applied

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Departmental Call Summary

The Departmental Call Summary Report is customisable to provide a summary of usage at departmental and extension level and
can also be configured to include the call details of the individual calls in date and time sequence by extension. This report may
be produced regularly, for each departmental manager, to highlight high cost or high duration calls.

Report Column Explanation

Columns: Descriptions:
Cost Centre Name This may be a department or section heading or an extension number together with its primary user
name. Grouping is by the Department or section with extensions indented.
Calls Only shown on totals lines giving the total call count for this cost centre
Meter Units Only shown on totals lines giving the total meter pulse count for the cost centre (this value only applies
to sites which have meter pulse indication on trunks)
Cost The cost of the call or calls (zero for inbound) normally excluding any tax. The format is as defined by
the regional settings of the system
Duration The duration of the call or calls in the format (HH)HH.MM.SS

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Call Information

The Call Information Report is designed to show extensive information about every individual call made. This report can be used
for tracing multiple legged calls due to the wide selection of columns available, such as the transferred from/to and the linkage ID
columns which allow you to see where calls originated or were forwarded to. As there is so much information available the report
is fully customisable, columns can be resized, added and removed to suit the individuals requirement at the time.

Report Column Explanation


The available columns are shown below though normally a number of these will be turned off on any individual system.

Columns: Descriptions:
Date Call date in format DD/MM/YYYY
Time Call time in format HH:MM:SS
Caller The originating extension or trunk
Called Switch The switch used for the call as named by the directory
Called Destination extension or trunk
Ring Time Amount of time in seconds before the call was answered or disconnected
Talk Time The connected time of the call
Init. Reason The method in which the call initiated
Term. Reason The method in which the call terminated
Outcome The outcome of the call i.e. connected or not answered
Transfer From The extension number the call was transferred from
Transfer To The extension number the call was transferred to
Record Type The direction of the call

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Client Billing

Client Call Summary

This report provides information and costing on call data from switches that support Client codes for users. It can be configured
to show the actual call cost or to display an uplifted rate in order to bill clients at a higher rate or to cover costs. The Client Code
Call detail report looks similar to the call detail report, but orders by Client or Authorisation code instead.

Report Column Explanation

Columns: Descriptions:
Client Either the Client Code or name is displayed depending on configuration
Extension Summary lines of outbound calls made using the above client code
Calls Total of calls made against this client code
Meter Units Total of meter units registered to this client code
Cost Total cost of calls having this client code
Duration Total duration of calls having this client code in format (HH)HH:MM:SS
VAT (separate line) Value Added Tax (using configured VAT rate) for this customers calls
Total Including VAT Total Cost of calls for this client including the VAT

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Unallocated Client Calls

This report shows call details for each individual call for the departments/extensions, which meet the criteria of the filter and that
have not had a client code assigned to them.

Report Column Explanation

Columns: Descriptions:
Client Code Either the Client Code or name is displayed depending on configuration
Department Shows which department the extension is located in
Extension Summary lines of outbound calls made using the above client code
Date / Time Date of calls in format DD/MM/YYYY
Meter Units Total of meter units registered to this client code
Cost Total cost of calls having this client code
Currency This is the currency that the country in question will use
Duration Total duration of calls having this client code in format (HH)HH:MM:SS
Dialled Number The number dialled
Location The destination of the dialled number

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Authorisation Call Summary

This report shows information and costing on call data from switches that support Authorisation codes for users. It can be
configured to show the actual call cost or to display an uplifted rate in order to bill clients at a higher rate or to cover costs.

Report Column Explanation

Columns: Descriptions:
Authorisation Either the Authorisation Code or name is displayed depending on configuration
Extension Summary lines of outbound calls made using the above client code
Calls Total of calls made against this client code
Meter Units Total of meter units registered to this client code
Cost Total cost of calls having this client code
Duration Total duration of calls having this client code in format (HH)HH:MM:SS
VAT (separate line) Value Added Tax (using configured VAT rate) for this customers calls
Total Including VAT Total Cost of calls for this client including the VAT

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Unallocated Authorisation Calls

This report shows call details for each individual call for the departments/extensions, which meet the criteria of the filter and that
have not had an authorisation code assigned to them.

Report Column Explanation

Columns: Descriptions:
Date Date of calls in format DD/MM/YYYY
Department Shows which department the extension is located in
Extension Summary lines of outbound calls made using the above client code
Time Time of day
Meter Units Total of meter units registered to this client code
Duration Total duration of calls having this client code in format (HH)HH:MM:SS
Currency This is the currency that the country in question will use
Cost Total cost of calls having this client code
Dialled Number The number dialled
Location The destination of the dialled number

* Please note, availability of any of the reports shown in this document is dependent upon your telephony system, and some may require the
purchase of additional licensing. If in doubt, please contact your Tiger Account Manager.

Tiger 2020 Call Management System - Report Samples 64


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Tel +44 (0) 1425 891000


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06/11/2013/0494