Altigen AltiReport User manual

AltiReport™
Manual
11/2007 4510-0001-5.1

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.
AltiContact Manager, AltiGen, AltiServ, AltiWare, AltiLink, AltiConsole, AltiAdmin, Alti-VRPlayer,
Zoomerang, IPTalk, Alti-Mobile Extension, 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.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
Copyright © AltiGen Communications, Inc. 2006. All rights reserved.
4510-0001-5.1

Contents
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .i
CHAPTER 1
Installation and Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Fresh Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Upgrading AltiReport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Accessing AltiReports Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CHAPTER 2
Using AltiReport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
AltiReport Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Administrator Profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
CDR Database Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
AltiWare Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
User Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Mail Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Log Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Logging in to Run Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Available Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Available Report Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Setting Parameters in the Export Report Screen . . . . . . . . . . . . . . . . . . . . 19
Scheduling Favorite Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Running a Favorite Report Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Printing HTML Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
CHAPTER 3
The Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Agent Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
1101 - Agent Activity Event. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
1102 - Agent Call Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
1201 - Agent Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
1202 - WG Calls and Direct Call Activity Summary Report. . . . . . . . . . . . . . 31
1203 - Agent State Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
1204 - Agent WG Inbound Calls Summary Report . . . . . . . . . . . . . . . . . . . 35
1205 - Agent WG Outbound Calls Summary Report . . . . . . . . . . . . . . . . . . 37
1206 - Agent Direct Calls Summary Report . . . . . . . . . . . . . . . . . . . . . . . . 39
1301 - Agent Call Volume Analysis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
1302 - Agent Average WG Call Handling Time Analysis. . . . . . . . . . . . . . . . 43
1303 - Agent % Contribution to each WG (Inbound/Outbound) . . . . . . . . . . 45
1304 - Agent WG Call Answering Time Distribution . . . . . . . . . . . . . . . . . . 46
Workgroup Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

2101 - Workgroup Call Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
2201 - Workgroup Agent(s) State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
2202 - Workgroup Agent(s) Performance Summary. . . . . . . . . . . . . . . . . . 51
2203 - Workgroup Agent Call Activity Summary with % Analysis. . . . . . . . . 53
2204 - Workgroup Agent Call/Time Contribution % Comparison . . . . . . . . . 55
2205 - Workgroup Inbound/Outbound Call Summary with % Analysis . . . . . 57
2206 - Workgroup Inbound Calls Wait Time Summary . . . . . . . . . . . . . . . . 59
2207 - Workgroup Inbound Call Handling Summary . . . . . . . . . . . . . . . . . 61
2208 - Workgroup Outbound Call Handling Summary . . . . . . . . . . . . . . . . 63
2209 - Workgroup Service Level Summary Report. . . . . . . . . . . . . . . . . . . 65
2301 - Workgroup Inbound Answered Calls Wait Time . . . . . . . . . . . . . . . . 67
2302 - Workgroup Inbound Abandoned Calls Wait Time . . . . . . . . . . . . . . . 69
2303 - Workgroup Inbound Overflowed/Redirected Calls Wait Time. . . . . . . 71
2304 - Workgroup Inbound Calls Handling Time . . . . . . . . . . . . . . . . . . . . 73
2305 - Workgroup Outbound Call Handling Time . . . . . . . . . . . . . . . . . . . . 74
2306 - Workgroup Inbound Call Priority . . . . . . . . . . . . . . . . . . . . . . . . . . 76
2307 - Workgroup Cumulative Inbound/Outbound Calls . . . . . . . . . . . . . . . 78
2308 - Workgroup Cumulative Inbound Calls Wait Time. . . . . . . . . . . . . . . 80
2309 - Workgroup Cumulative Inbound Calls Analysis . . . . . . . . . . . . . . . . 82
2310 - Cumulative Outbound Calls Handling . . . . . . . . . . . . . . . . . . . . . . . 84
2311 - Total and % Inbound Calls ANS/ABN/OFL. . . . . . . . . . . . . . . . . . . . 86
2312 - Total & % WG Inbound Calls in Queue. . . . . . . . . . . . . . . . . . . . . . 88
2313 - Average Call Handling Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
2314 - Total Outbound Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
2315 - Total Outbound Calls Handling Time . . . . . . . . . . . . . . . . . . . . . . . 93
2316 - Daily Max Number of Calls in Queue . . . . . . . . . . . . . . . . . . . . . . . 95
2317 - Daily Longest Queue Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
2318 - Daily Real Time Service Level. . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
2319 - Historical Service Level Summary Report . . . . . . . . . . . . . . . . . . . . 98
DNIS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
3101 - DNIS Call Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
3201 - DNIS Call Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Chapter 1: Installation and Access
AltiReport Manual 1
C HAPTER
1
Installation and Access
Call detail records (CDR) are an important source of information for call centers running
PBX systems. AltiReport is a Web-based reporting application that can generate 45
detailed CDR reports, according to agent, workgroup, and DNIS. Both report summaries
and analyses are available.
Requirements
AltiReport can be set up on a Microsoft Windows operating system.
•Use a separate server for AltiReport—do not install on the ACM system. Minimum
system requirements:
•Pentium 2G with 512 MB RAM (1G of memory recommended)
•40G HD
•Windows 2000/2003/XP
•AltiReport License—needs to be added to ACM 5.1 system and registered.
•JRE 1.5 (Java Runtime Environment)
•Apache Tomcat 5.5
•AltiWare ACM 5.1 installed in the same network
•External Logger 5.1 (or above) and external CDR DB (Microsoft SQL Server 2000)
installed in the same network.
Running SQL Server 2000 with AltiReport in the same machine is not recommended.
1G+ of memory is required if you do run them in the same machine.
There is no particular requirement for a client machine. Any computer with a proper Web
browser can be used as a client machine; please verify that the client system has a
suitable Web browser (Microsoft Internet Explorer 6.0 or above) prior to installation of
AltiReport.

2AltiReport Manual
Fresh Installation
Important: External Logger Service needs to be upgraded to the latest version (5.1 or
above).
AltiReport requires the installation of JRE version 1.5 (Java Runtime Environment), and
Apache Tomcat 5.5, before AltiReport can be installed. To begin installation, run the
AltiReport Installation program (setup\AltiReportInstallation.exe).
1. Click the JRE Information button. The information at the top of the scrolling
window tells what you need for AltiReport. Scroll down to see what you have on your
machine. JRE 1.5 and Tomcat 5.5 are required.
2. If you don’t have JRE 1.5 installed, install it from the AltiReport\JRE\ Windows folder.
3. If you don’t have Tomcat 5.5 installed, click the Install Tomcat 5.5 button.
4. The Tomcat License Agreement dialog box appears. Click I Agree to continue.
5. In the Tomcat Setup dialog box, check the check boxes for:
–Tomcat
–Service
–Native
–Start Menu Items
–Documentation
–Examples and Webapps, if desired

Chapter 1: Installation and Access
AltiReport Manual 3
Then click Next.
6. Choose a folder in which to install Tomcat, and click Next.
7. In the Basic Settings dialog box, enter the HTTP/1.1 Connector Port, and
Administrator login User Name and Password, then click Next.
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.
8. In the Java Virtual Machine path dialog box, select the path of a J2SE 5.0 JRE
installed on your system.
9. Click Install.
After successful installation of Tomcat 5.5, the AltiReport installation button is
available.
10. Click the Install AltiReport 5.1 Release button to install AltiReport.
11. After successful installation of AltiReport 5.1, reboot the system.
12. Run Configure Tomcat under Start > Program > Apache Tomcat 5.5. On the
Java tab, change the Maximum Memory Pool to 512M. Restart the Tomcat
Service.

4AltiReport Manual
Upgrading AltiReport
To upgrade to AltiReport 5.1 from 5.0A
1. Back up AltiReport 5.0A configuration data:
a. Logged into AltiReport as “admin”, click Backup and Restore in the
configuration list.
b. Click Backup.
c. Save the backup file, AltiReportYEAR/MONTH/DAY.zip, to your computer.
2. Install AltiReport 5.1, following the directions in “Fresh Installation” on page 2.
Accessing AltiReports Remotely
If AltiReport must be accessed from outside of the company, TCP port (default 8080) of
the machine must be opened at the firewall and NAT.
Type this URL in the Web browser:
•http://<altiReport_server_ip_address>:8080/altireport
or
•http://<computer_name>:8080/altireport

Chapter 2: Using AltiReport
AltiReport Manual 5
C HAPTER
2
Using AltiReport
When logging into AltiReport, you can log in as an Admin role to access AltiReport
administrative and configuration functions or as a User to access reports.
Important: For security, if the AltiReport window is idle for 15 minutes or longer,
the application will timeout and you will need to log in again.
To access the AltiReport log-in screen, enter the following URL into your Web browser:
http://<altiReport_server_IP_address>:8080/altireport
AltiReport Administration
The AltiReport Administration screens are available only to users with administrative
rights.
To log in as an administrator, in the AltiReport Login screen, select the role Admin, enter
the administrator Password, and then click the Login button.
Figure 1. AltiReport Admin Login

6AltiReport Manual
The administrative main menu includes the following configuration functions:
Figure 2. AltiReport administrator menu options
Administrator Profile
To enter or modify information for the administrator, click the Edit button to open the
Update Administrator Profile window.
Figure 3. Update Administrator Profile window
Note: The Login Name field is not editable.
When the necessary information has been entered, click the Update button to save the
changes.

Chapter 2: Using AltiReport
AltiReport Manual 7
CDR Database Registration
Figure 4. CDR Database Registration > List All Databases
In order for AltiReport to access the external CDR database, the administrator must
register a CDR database. To add a database, click the Register New CDR Database
link in the CDR Database Registration window.
Figure 5. CDR Database Registration > Add
In the CDR Database Registration > Add window, enter the necessary information in
the blank fields for Database Description, Database Server Type, Database Server
IP Address, Port (use the default port 1433 unless you have a port conflict with another
application), Database User Account, Database User Password, and Database
Name on the Server. Click the Add button when finished.

8AltiReport Manual
The status should show “Connected.” If it doesn’t, use the Edit link in the Action column
to correct the database settings.
To edit or remove an existing CDR Database, use the Edit or Remove link in the Action
column.
AltiWare Registration
Figure 6. AltiWare Registration > List All AltiWare Systems
AltiReport will use information entered in the AltiWare Registration window to check if
the AltiGen server has an AltiReport license entered and registered. Each AltiGen server
needs to have one license.
To add an AltiWare system, click the Register New AltiWare System link in the
AltiWare Registration window.
Figure 7. AltiWare Registration > Add
In the AltiWare Registration > Add window, enter the necessary information in the
blank fields for System Description, System IP Address, CDR Database,AltiWare
Manager Extension, and the password of the Manager Extension. Click the Add
button when finished.

Chapter 2: Using AltiReport
AltiReport Manual 9
To edit or remove an existing AltiWare system, use the Edit or Remove link in the
Action column.
User Management
Figure 8. User Management > List All Users
The administrator can add users to AltiReport using the User Management window.
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 Address,
and Department Name (optional) for the user. In the AltiWare Assigned 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. User Management > Add

10 AltiReport Manual
Mail Server Configuration
The administrator can configure an e-mail server in Mail Server Configuration. AltiReport
will use this e-mail information for auto delivery of reports.
Figure 10. Mail Server Configuration window
To add a mail server, click the Edit button in the Mail Server Configuration 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

Chapter 2: Using AltiReport
AltiReport Manual 11
•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.
The backup and restore functions in AltiReport will back up and restore configurations
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 you click Backup, a File Download dialog box opens. Either open the AltiReport
backup file (AltiReportYEAR/MONTH/DAY.zip) or save the file.
Figure 13. AltiReport Back Up

12 AltiReport Manual
When Restore is selected, you will be required to validate the Admin Password, browse
for the backup file you want to restore, then click Restore to restore all previous
configurations from the Administrator Profile, CDR Database Registration, AltiWare
Registration, User Management and Mail Server Configuration windows.
Figure 14. Configuration Restore
Log Configuration
The Download Log File button in the Log Configuration window allows you to
download the AltiReport log file.
Figure 15. Log Configuration
Logging in to Run Reports
When you log in to AltiReport as a User, you can run reports from the AltiWare system
that has been assigned to you by your AltiReport administrator.
To log in as an AltiReport user, in the AltiReport Login screen, select the role User and
enter user Login Name and Password, then click the Login button.

Chapter 2: Using AltiReport
AltiReport Manual 13
Figure 16. AltiReport User Login
The User Information window is displayed when a user logs into AltiReport for the first
time.
Note: When you add reports to the Favorite Reports List, the List All Favorite Reports
window becomes the window that is displayed the next time you log into
AltiReport.
Figure 17. AltiReport User Information screen
Your Login Name, Role, and Query Preference (Quick or Step-by-Step) are
displayed at the top. The Step-by-Step preference allows you to select a different
AltiWare to query before taking you to the Set Parameters page. The Quick preference
bypasses this option.

14 AltiReport Manual
To Select “Quick” or “Step-by-Step” Preference
Select the query preference in a couple of ways:
In the dialog box that appears, select the query preference you want, and click Set. You
can also select the default AltiWare in this dialog box:
Figure 18. Setting the query preference and default AltiWare
Available Reports
These are the types of reports available:
•Agent Reports - reports on all or individual agents within a site or workgroup.
•Workgroup Reports - reports on all or individual workgroups within a particular
site.
•DNIS Reports - reports on all or individual DNIS numbers.
The individual report names and their identifying numbers follow:
Agent Reports
•Agent Detail Reports:
1101 - Activity Event
1102 - Call Detail Report
•Agent Summary Reports:
1201 - Performance Summary
1202 - WG Calls and Direct Call Activity Summary Report
1203 - State Summary Report
1204 - WG Inbound Calls Summary Report
1205 - WG Outbound Calls Summary Report
1206 - Direct Calls Summary Report
Click here
Or click Edit
Select the default
AltiWare system

Chapter 2: Using AltiReport
AltiReport Manual 15
•Agent Analysis Reports:
1301 - Call Volume Analysis
1302 - Average WG Call Handling Time Analysis
1303 - % Contribution to each WG (Inbound/Outbound)
1304 - WG Call Handling Time Distribution
Workgroup Reports
•Workgroup Detail Reports:
2101 - Call Detail Report
•Workgroup Summary Reports:
2201 - Agent(s) State
2202 - Agent(s) Performance Summary
2203 - Agent Call Activity Summary with % Analysis
2204 - Agent Call/Time Contribution % Comparison
2205 - Inbound/Outbound Call Summary with % Analysis
2206 - Inbound Calls Wait Time Summary
2207 - Inbound Calls Handling Summary
2208 - Outbound Calls Handling Summary
2209 - Service Level Summary Report
•Workgroup Analysis Reports:
2301 - Inbound Answered Calls Wait Time
2302 - Inbound Abandoned Calls Wait Time
2303 - Inbound Overflowed/Redirected Calls Wait Time
2304 - Inbound Calls Handling Time
2305 - Outbound Calls Handling Time
2306 - Inbound Call Priority
2307 - Cumulative Inbound/Outbound Calls
2308 - Cumulative Inbound Calls Wait Time
2309 - Cumulative Inbound Calls Analysis
2310 - Cumulative Outbound Calls Handling
2311 - Total and % Inbound Calls ANS/ABN/OFL
2312 - Total and % WG Inbound Calls in Queue
2313 - Average Incoming Calls Handling Time
2314 - Total Outbound Calls
2315 - Total Outbound Calls Handling Time
2316 - Daily Max Number of Calls in Queue
2317 - Daily Longest Queue Time
2318 - Daily Real Time Service Level
2319 - Historical Service Level Summary Report
DNIS Reports
•DNIS Detail Report:

16 AltiReport Manual
3101 - Call Detail Report
•DNIS Summary Report:
3201 - Call Summary
Available Report Formats
These are examples of the available report formats (HTML, PDF, Excel). Some reports
are produced in graph format, as well.
Figure 19. Report results in HTML format
Figure 20. Report results in PDF format