System
Administration Reporting Services |
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| System administrator reports are
intended for the people who design, program, configure, or maintain
your telecommunications equipment and network. Sometimes
there are different groups responsible for different
devices, or different data within the same device.
One person may be responsible for trunking and
incoming 800# routing, while another is responsible
for the IVR, and yet another is responsible for
agent IDs and performance reports. This group
of queries is intended to keep this data aligned
and alert each administrator of changes. |
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| Business
Rule Violation Queries |
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This type of query enforces the business rules
that an organization may have in place. For example,
the standard user may be assigned a primary line
and one roll-up line, and these lines should all
have the same forwarding attributes. Or perhaps
all users in the same department should be in
the same pick-up group. Or line appearances should
never span across floors. Or nobody should forward
their telephone to the operator at night. |
| Lists of
Mis-configured ports/users |
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This type of query shows what may be wrong in
the system that will perhaps cause a call to the
help desk. This could be things like users who
do not have all of their extensions built in voicemail,
extensions in voicemail that do not have a corresponding
extension in the PBX, extensions whose department
name does not match the billed department in the
call accounting system, or agents in the PBX but
not in the ResumeRouting system or scheduling
system. These can also be used to ensure the routing
is configured correctly. Perhaps certain trunk
groups or skill groups are getting more calls
than expected. Perhaps certain 800#s are not receiving
the expected volume of calls. Perhaps the West
coast agents are receiving calls from East coast
area codes. |
| Keyword
Queries |
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Many systems provide a field for the sysadmin's
use only. This could be a comment, reference,
or department field that is used only to store
arbitrary information that the users never see.
Although these fields are used, they traditionally
cannot be used to filter data in the device. Because
the CallKnowing system extracts all data, certain
keywords or characters in these fields can be
used to view pertinent information. Sysadmins
could flag certain voicemail boxes with "gone"
or "vacation" to indicate that
these require follow-up. Telephone ports can contain
location information. Call processor boxes can
be listed by department or tree. These fields
can be parsed even further to provide additional
information. The first three characters of the
department could indicate the location number,
while the last character could indicate a headset
is present, or the color of the telephone, or
if it is wall-mounted, etc. |
| Check-and-balance
Queries |
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These types of queries can be used to ensure
that the equipment is configured correctly. Perhaps
there is a master directory of all users that
contains their department code. This could be
checked against the department field in voicemail,
the location number in the PBX, and the cost center
in the call accounting system. Should any of these
fields not match, a report is generated. |
| Multi-system Joined Queries |
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This is perhaps the most powerful and understandable
benefit of CallKnowing. Much of the data from
different equipment is viewed from a dumb terminal
and there is no way to cross reference to other
equipment or even to data in the same device.
Perhaps you'd like to see all telephones with
more than 20 lines on them. Or all users who have
more than two roll-up numbers. Or all users who
can dial internationally but cannot forward voicemail
to other sites. Or agent statistics from the skills-based
system cross referenced with statistics from the
scheduling system. The CallKnowing system brings
all this data together into one easy-to-read report
sent to your email every day. |
