Call Traffic Analysis

As shown in the figure below, the initial Call Traffic Analysis page provides the tools to define the desired traffic analysis report. Here the report subject, type and period are defined as well as characteristics of the graphical output.

83

To structure a report:

Select a system in System Explorer, and select the Report Subject (the report only includes calls associated with the selected subject) from the list.

• Attendant • Completed Calls

• CO Group

• Voice Mail Select the Report Type.

• Daily, use ‘Yesterday’, ‘Today’, ‘Last 7 Days’ or ‘Last 4 Weeks’ as the Report period (For ‘Last 7 Days’ and ‘Last 4 Weeks’, ‘Call Traffic Configuration’ is needed.) • Hourly, use ‘Yesterday’ or ‘Today’ as the Report period

Select a Report Period.

When Attendant or CO Group is selected as the subject, select the Attendant or CO group to consider for the report.

Select a Graph Subject, the subject will appear to the left of the y-axis of the graph. Graph Subjects available varies based on the Report Subject selected above, and Graph Components varies depending on the Graph Subject selection. The charts below define the available y-axis for each Report Subject.

Report Subject -Attendant

Graph Subject Description Graph Component

Total Call Total Call Calls routed to the attendant (except group & recalls)

Abandoned Call Total Held Held Call Calls held by the attendant

Held-Abandoned Available Time Talk Time Call Time Call times for each attendant status (talk, held, idle)

Held Time Answer Delay No-Answer Delay Answer Delay Delay time before call is answered or abandoned by

caller.

Denied

Report Subject - Completed Call

Graph Subject Description Graph Component

Completed Call Number of completed calls Completed Call

Report Subject – CO Group

Graph Subject Description Graph Component

Total Seizure CO Group Usage Number of line seizures of the group for each type of

84

Graph Subject Description Graph Component

Outgoing Seizure Group Overflow All CO Busy Total time that all CO/IP lines in the group were

simultaneously busy

All CO Busy

Report Subject - Voice Mail

Graph Subject Description Graph Component

Requested

Voice Mail Number of voice mail (VSF/VMIM) service

requests/denials Denied

Select the Graph Component. Select the Graph Type, line or bar. Click [Load Log Data]

iPECS NMS will load data from the call statistics database and generate a graph and tabular report as shown below. The Graph Subject, Component and Type can be changed and are reflected immediately to provide the best representation of the data.

The tabular report for each Report Subject varies, a sample of each subject report with explanation of each column is provided below.

85

Report Subject - Attendant Field Name Description

NO Record reference number

Year The year when the traffic data was logged Month The month when the traffic data was logged Day The day when the traffic data was logged

Hour The hour when the traffic data was logged. This column is only meaningful If the Hourly Report Period is selected.

Total-C Total number of calls, except group & recalls, routed to the attendant Ans-C Total number of calls answered during the Analysis period

Abdn-C Total number of calls abandoned before answer by the attendant (does not include calls abandoned while on hold)

Held-C Total number of calls placed on hold by the attendant

H-Abdn Total number of calls abandoned while on hold by the attendant

Avail-T Total time the attendant was available to handle new calls between one call and the next one Talk-T Total time the attendant was active on calls

Held-T Total time the attendant had calls on hold

NoAns-D Average time calls were ringing or in queue for the attendant before abandoned Ans-D Average time calls rang before answer by the attendant

Report Subject – Completed Call

Field Name Description

Year The year when the traffic data was logged. Month The month when the traffic data was logged.

86

Field Name Description

Day The day when the traffic data was logged.

Hour The hour when the traffic data was logged. This column is only meaningful If the Hourly Report Period is selected.

Completed Call Number of completed calls.

Report Subject – CO Group

Field Name Description

Year The year when the traffic data was logged. Month The month when the traffic data was logged.

Day The day when the traffic data was logged

Hour The hour when the traffic data was logged. This column is only

meaningful If the Hourly Report Period is selected.

CO Group CO/IP group number

Total Seizure Total number of times CO/IP lines in the group were used for any call In-Seizure Total number of incoming calls answered for CO/IP lines in the group Out-Seizure Total number of outgoing calls attempted on CO/IP lines in the group Grp-Overflow Total number of times group-overflow had been occurred

87

Report Subject – Voice Mail

Field Name Description

Year The year when the traffic data was logged. Month The month when the traffic data was logged.

Day The day when the traffic data was logged.

Hour The hour when the traffic data was logged. This column is only meaningful If the Hourly Report Period is selected.

Requested Total number of voice mail service requests Denied Total number of denied voice mail service requests

By clicking on the [Excel Report] button, you can download an Excel format file for the traffic table data.

88