Altigen AltiReport User manual

AltiReport™
Manual
Revised 4/2007 Version #2 4510-0001-5.0A

WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that is
immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although AltiGen
Communications, Inc. has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc. will not be liable for technical or editorial errors or
omissions contained within the documentation. The information contained
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the
AltiGen Communications, Inc. License Agreement.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiReach, AltiLink,
AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayer, Zoomerang, Alti-
Mobile Extension, IPTalk, AltiReport, and SuperQ are trademarks or
registered trademarks of AltiGen Communications, Inc.
All other brand names mentioned are trademarks or registered trademarks
of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2005. All rights reserved.
03/2005 4510-0001-5.0A

AltiReport Manual i
Contents
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Accessing AltiReports Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Administrator Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Administrator Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
CDR Database Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
User Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Mail Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Log Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
User Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Sub-Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Favorite Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Saving Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Agent Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
1101 - Agent Activity Event. . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
1102 - Agent Call Detail Report. . . . . . . . . . . . . . . . . . . . . . . . . 29
1201 - Agent Performance Summary. . . . . . . . . . . . . . . . . . . . . 30
1202 - WG Calls and Direct Call Activity Summary Report. . . 31
1203 - Agent State Summary Report . . . . . . . . . . . . . . . . . . . . . 32
1204 - Agent WG Inbound Calls Summary Report . . . . . . . . . . 33
1205 - Agent WG Outbound Calls Summary Report. . . . . . . . . 34
1206 - Agent Direct Calls Summary Report. . . . . . . . . . . . . . . . 35
1301 - Agent Call Volume Analysis. . . . . . . . . . . . . . . . . . . . . . 36
1302 - Agent Average WG Call Handling Time Analysis. . . . . 36
1303 - Agent % Contribution to each WG (Inbound/Outbound) 37

AltiReport Manual ii
1304 - Agent WG Call Handling Time Distribution . . . . . . . . . 37
Workgroup Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
2101 - Workgroup Call Detail Report . . . . . . . . . . . . . . . . . . . . 38
2201 - Workgroup Agent(s) State . . . . . . . . . . . . . . . . . . . . . . . 39
2202 - Workgroup Agent(s) Performance Summary. . . . . . . . . 39
2203 - Workgroup Agent Call Activity Summary with % Analysis
40
2204 - Workgroup Agent Call/Time Contribution % Comparison
41
2205 - Workgroup Inbound/Outbound Call Summary with %
Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
2206 - Workgroup Inbound Calls Wait Time Summary . . . . . . 44
2207 - Workgroup Inbound Call Handling Summary . . . . . . . . 45
2208 - Workgroup Outbound Call Handling Summary. . . . . . . 46
2301 - Workgroup Inbound Answered Call Wait Time. . . . . . . 46
2302 - Workgroup Inbound Abandoned Call Wait Time . . . . . 47
2303 - Workgroup Inbound Overflowed/Redirected Calls Wait
Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
2304 - Workgroup Inbound Calls Answering Time. . . . . . . . . . 48
2305 - Workgroup Outbound Call Handling Time . . . . . . . . . . 48
2306 - Workgroup Inbound Call Priority. . . . . . . . . . . . . . . . . . 49
2307 - Workgroup Cumulative Inbound/Outbound Call . . . . . . 50
2308 - Workgroup Cumulative Inbound Call Wait Time . . . . . 50
2309 - Workgroup Cumulative Inbound Call Handling. . . . . . . 51
2310 - Cumulative Outbound Call Handling . . . . . . . . . . . . . . . 52
2311 - Total & % Inbound Calls ANS/ABN/OFL. . . . . . . . . . . 53
2312 - Total & % WG Inbound Calls in Queue. . . . . . . . . . . . . 53
2313 - Average Call Handling Time . . . . . . . . . . . . . . . . . . . . . 54
2314 - Total Outbound Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
2315 - Total Outbound Calls Handling Time. . . . . . . . . . . . . . . 55
2316 - Daily Max Number of Calls in Queue . . . . . . . . . . . . . . 55
2317 - Daily Longest Queue Time. . . . . . . . . . . . . . . . . . . . . . . 55
2318 - Daily Real Time Service Level. . . . . . . . . . . . . . . . . . . . 56
DNIS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
3101 - DNIS Call Detail Report. . . . . . . . . . . . . . . . . . . . . . . . . 56
3201 - DNIS Call Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

AltiReport
AltiReport Manual 1
AltiReport
Introduction
Call detail records (CDR) are an important source of information for call
centers running PBX systems. Previously, AltiGen relied on third party
applications for advanced CDR reporting. In OE 5.0, the CDR database is
re-designed with more information that can be accessed with AltiGen’s
own reporting application, AltiReport.
AltiReport is a web-based reporting application that can generate up to 40
detailed CDR reports, including personalized reports according to agent,
workgroup, and DNIS. A report summary and analysis is also available for
each report.
Requirements
AltiReport can be set up on a Microsoft Windows Operating System. There
is no particular requirements for Client machine. Any computer with
proper web browser can be used as client machine; please verify the client
system has a suitable web browser (Microsoft Internet Explorer 6.0 or
above) prior to installation of AltiReport.
Requirements
• System must have OE/ACC or ACM 5.0A installed
• Installation must have External Logger 5.0A with Update1 (or above)
and external CDR DB (Microsoft SQL Server 2000) setup.
• Separate server for AltiReport—do not install on to OE or ACM
system. Minimum system requirement:
— Pentium 2G with 512 MB RAM (1G of memory recommended)
— 40G HD
— Windows 2000/2003/XP
• AltiReport License— needs to be added to OE/ACC or ACM 5.0A
system and registered.
• Java 2, Standard Edition (J2SE) SDK 1.4.2
• Tomcat 4.1.31

Installation
2AltiReport Manual
(The installation instructions are for Microsoft Windows OS only)
Important: If upgrading your system from 5.0 to 5.0A, whenever External
Logger Service is installed, External Logger Service needs to
be upgraded to the latest version (5.0A or above).
Installation
AltiReport requiresthe installation of Java 2,Standard Edition (J2SE) SDK
1.4.2, and Tomcat, before AltiReport can be installed. To begin installation
of these applications, put the AltiReport CD into the CD-ROM, which will
start the installation automatically. Or run the AltiReport Installation
program (setup\AltiReportInstallation.exe) from the AltiReport CD.
1. Click the Install J2SE 1.4.2_06 button to install Java 2, Standard
Edition (J2SE) SDK 1.4.2.
Figure 1. AltiReport Installation Wizard - J2SE Installation
After successful installation of J2SE , the Tomcat installation is enabled.

AltiReport
AltiReport Manual 3
2. Click the Install Tomcat 4.1.31 button to install Tomcat 4.1.31.
Figure 2. AltiReport Installation Wizard
3. Before installing begins, the Tomcat License Agreement dialog box
appears. Click I Agree to continue.
Figure 3. Tomcat License Agreement
4. In the Tomcat Setup Installation Options dialog box, enable the
checkboxes for:
—Tomcat
—NT Service
—JSP Development Shell Extensions
—Tomcat Start Menu
—Documentation and Examples

Installation
4AltiReport Manual
Then click Next.
Figure 4. Tomcat Setup Installation Options
5. In the Tomcat Setup Basic Settings dialog box, enter the HTTP/1.1
Connector Port, and Administrator login User Name and Password,
then click Finish.
Figure 5. Tomcat Setup Basic Settings
The HTTP Port defaults to 8080. If Port 8080 is not available, it can be
changed to a different port, such as 80.
The User Name and Password are for Tomcat administration.
After successful installation of Tomcat 4.1.31, the AltiReport
installation is enabled.

AltiReport
AltiReport Manual 5
6. Click the Install AltiReport 5.0A icon to install AltiReport.
Figure 6. AltiReport Installation
7. After successful installation of AltiReport 5.0A, reboot the system.
You are now ready to set up AltiReport.
Accessing AltiReports Remotely
If AltiReport must be accessed from outside of the company, TCP port
(Default 8080) of the machine must be opened at firewall and NAT
AltiReport can be accessed by URL:
• http://<ip_address>:8080/altireport or
• http://<computer_name>:8080/altireport

Accessing AltiReports Remotely
6AltiReport Manual

AltiReport Manual 7
Overview
When logging into AltiReport, you can login as an Admin role to access
AltiReport administrative and configuration or as a User to access reports
or settings.
Important: For security purposes, if the AltiReport window is idle for 15
minutes or longer, the application will timeout and you will
need to re-login.
Administrator Login
The AltiReport Administration screen is only available for users with
administrative rights. The administrative may perform the following
functions: change and existing user profile, add a new user, delete a user,
view server connection parameters and AltiReport registration settings.
To login as an admin user, in the AltiReport Login screen, select the role as
Admin and enter the administrator Login Name and Password, then click
the Login button.
Figure 1. AltiReport Admin Login
The administrative main menu includes the following configuration
functions:

Administrator Login
8AltiReport Manual
•Administrator Profile
•CDR Database Registration
•AltiWare Registration
•User Management
•Mail Server Configuration
•Backup and Restore
•Log Configuration
Figure 2. AltiReport Administration Menu Options

AltiReport Manual 9
Administrator Profile
To enter or modify information for the administrator, click the Edit button
to open the Update Admin Profile window.
Figure 3. Update Admin Profile Window
Note: The Administrator Account field is not editable.
When the necessary information has been entered, click the Update button
to save the changes.

Administrator Login
10 AltiReport Manual
CDR Database Registration
Figure 4. CDR Database Registration
In order for AltiReport to access the external CDR database, the
administrator must register a CDR database. To add a database, click the
Add Database link in the CDR Database Registration window.
Figure 5. Add CDR Database Registration

AltiReport Manual 11
In the Add Database Registration window, enter the necessary
information in the blank fields for Database Description, Database
ServerIPAddress, DatabaseServer Type(SQL Server), Database User
Account, Database User Password, and Database Name on the Server.
Click the Add button when finished.
The status should show “Connected.” If not, use “Edit” in the Action
column to change the DB setting.
To edit or remove an existing CDR Database, use the “Edit” or “Remove”
link in the Action column.
AltiWare Registration
Figure 6. AltiWare Registration Window
AltiReport will use information entered in the AltiWare Registration
window to check if AltiGen server has AltiReport license entered and
registered. Each AltiGen server needs to have one license.
To add an AltiWare, click the Add AltiWare link in the AltiWare
Registration window.
Figure 7. Add AltiWare Window

Administrator Login
12 AltiReport Manual
In the Add AltiWare window, enter the necessary information in the blank
fields for System Description, System IP Address, select CDR
Database,AltiWare Manager Extension, and AltiWare Manager
Password. Click the Add button when finished.
To edit or remove an existing AltiWare, use the “Edit” or “Remove” link
in the Action column.
User Management
Figure 8. User Management
TheadministratorcanadduserstoAltiReport usingtheUserManagement
window.

AltiReport Manual 13
To add an AltiReport user, click the Add User link at the bottom of the
page. Enter the Login Name, Password, First Name, Last Name, Title
(optional), Email, and Department Name (Optional) for the user. In the
Permission field, use the check box to select at least one AltiWare system
that the user will be able to access for AltiReport. Then click the Add
button.
Figure 9. Add User - User Management Window
Mail Server Configuration
The administrator can configure an email server in Mail Server
Configuration. AltiReport will use this email information for auto delivery
of reports.
Figure 10. Mail Server Configuration Window

Administrator Login
14 AltiReport Manual
To add a mail server, click the Edit button on the Mail Server
Configuration window to open the Mail Server Configuration Edit window.
Figure 11. Mail Server Configuration Edit Window
In the Mail Server Configuration Edit window, enter the necessary
information in the blank fields for:
•AltiReport Server Name (DNS name or IP Address)
•Web Server or Tomcat TCP Port
•Sender Email Address
•Outgoing Mail (SMTP) Server
•SMTP Server Requires Authentication checkbox
•SMTP Account Name
•SMTP Password
•Send Test Message to Email Address
Click the Update button when finished.
Backup and Restore
Important: Uninstalling AltiReport or Tomcat will lose all configurations.
If you need to uninstall AltiReport or Tomcat, back up
configurations first.

AltiReport Manual 15
The backup and restore functions in AltiReport will backup and restore
configuration and settings from the Administrator Profile, CDR Database
Registration, AltiWare Registration, User Management, and Mail Server
Configuration windows.
Figure 12. Backup and Restore Window
When Backup is selected, AltiReport will ask open a File Download
dialog box, for you to open the AltiReport backup file (AltiReportYEAR/
MONTH/DAY.zip) or save the file to your computer.
Figure 13. AltiReport Back Up

Administrator Login
16 AltiReport Manual
When Restore is selected, you will be required to validate the Admin
Password, then click Enter to restore all previous configurations from the
Administrator Profile, CDR Database Registration, AltiWare Registration,
User Management and Mail Server Configuration windows.
Figure 14. AltiReport Restore
Log Configuration
The Download Log File button in the Log Configuration window allows
you to download the AltiReport file as a log file. Use the Enable button to
to include debug information in the log file, then click Apply.
Figure 15. Log Configuration