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This page allows you to filter calls based on whether they are inbound or outbound and the DID number used for inbound calls.

To filter based on inbound calls, select

Inbound Calls and complete the following fields in the Inbound Calls Only section:

• Direct Inward Dialing (DID): Use this combo box to select which DID digits and associated DNIS description you want included in the report. You can spe- cifically choose one DID number from the combo box, or you can specify more than one DID number by separating indi- vidual DIDs using a comma (,). You can also specify a consecutive range of DID

numbers by specifying the starting and ending DID numbers, separated by the hyphen (-). For example, “4210-4213,4230,4233” is a valid entry.

NOTE: The entire DID telephone number may need to be entered in this field (e.g., “4809619000,” “4809619100,” etc.).

• Caller ID: Specifies whether calls with Caller ID are to be included or excluded. Yes includes only calls where Caller ID is received; No includes only calls where Caller ID is not received; and All includes both cases.

• Direct Dialed Only?: Click Yes to only include calls which are directly dialed. Click No to only include calls which are not directly dialed. Click All to include calls regardless of whether or not they are directly dialed.

• Call Cost: Select a comparison type for the call type. For example, to report call costs that are greater than $5.00, select >. Then enter a call cost (e.g., 5) in the adjacent field. The call cost is always entered in the main currency unit of $0.00. To enter fraction of a currency unit, such as $.50, enter 0.50.

NOTE: Using the = comparison for call cost is not advisable. Computers often store numbers carried out to different decimal places (e.g., 0.50 may be stored as 0.499999999). If this occurs, the equivalence operator will not work because .4999999 does not equal .50. Use >= or <= where appropriate instead. Also, call costing calculations are based on limited data input and therefore may differ from the actual call charges made by the telco.

• Cost Group: Select the cost group that you want to use as a filter. A cost group includes Local, National, International, etc.

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NOTE: The Call Costs section is disabled for the RealViewer and Reporter Real-Time modules.

To filter based on outbound calls, select Outbound Calls. All other fields are disabled (grayed-out).

To filter based on inbound and outbound calls, click All. All other fields are disabled (grayed-out).

Duration

This page allows you to filter calls based on how long the call has been ringing or active and includes the following fields:

• Ring Time: Filters calls based on how long they have been ringing (or how long they rang). Use the drop-down box to select how you want to filter the call’s ring time.

To only include calls that are ringing for longer than a specified time, select >=. To only include calls that are ringing for less than a specified time, select <=.

Then specify the ring time that you want to use for comparison. The time can be

entered as either “?h?m?s,” or as “hh:mm:ss.” Valid examples include “5m” or “05:00” for 5 minutes, “15s” or “00:00:15” for 15 seconds, etc. This filter is affected by the Yes, this device is treated as ‘not yet answered’ and Yes, this device is treated as ‘not having rung’ flags in Server.

• Talk Time: Filters calls based on how long the call was actively connected (i.e., from the time the call was answered to the time it was terminated or diverted/ transferred from the device). Use the drop-down box to select how you want to filter the call’s talk time.

To only include calls that are connected for longer than a specified time, select

>=.

To only include calls that are connected for less than a specified time, select <=.

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• Total Time: Filters calls based on how long the call has been active (i.e., since it started ringing) regardless of whether or not it has been answered. Use the drop- down box to select how you want to filter the call’s total time.

To only include calls that are active for longer than a specified time, select >=. To only include calls that are active for less than a specified time, select <=.

Then specify the total time that you want to use for comparison. The time can be entered as either “?h?m?s,” or as “hh:mm:ss.” Valid examples include “1h” or “1:00:00” for 1 hour, “34m 27s” or “00:34:27” for 34 minutes 27 seconds, etc. This filter is affected by the Yes, this device is treated as ‘not yet answered’ and Yes, this device is treated as ‘not having rung’ flags in Server.

• Total Hold Time: Filters calls based on the time that they spent on hold. First select whether you wish to include calls that were on hold for longer than a given time (>=) or less than a given time (<=). Then specify the duration to compare against. Durations can be entered as “hh:mm:ss” or as “?h ?m ?s”. For example, “00:01:30” is the same as “1m 30s” or “90s”.

• Call Started Between: This will filter calls based on a specified start and end time, calculating the statistics only for calls that started within this range. Enter the start and end times in your regional format (e.g., “08:00” or “8:00:00 AM”). Filtering by time only affects historical call summary statistics, such as Inbound Calls Answered and Total Talk Time, and time-based agent statistics including% Free Time. It will also be used to filter similar statistics in the Extension, Agent, and Trunk List tiles (Reporter Real-Time only). It does not, however, affect real- time statistics, such as Agents Logged In, Calls Waiting, and Total Talk Time Now.

NOTE: The Total Hold Time option is disabled for the RealViewer and Reporter mod- ules.

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Call Status

This page filters calls based on their status and/or whether or not the call information was identified by the Server. This contains the fol- lowing fields:

• Answered Calls?: Click Yes to only include answered calls in the filter. Click No to only include unanswered calls in the filter. Click All to include calls regardless of whether or not they are answered. This filter is affected by the Yes, this device is treated as ‘not yet answered’ and Yes, this device is treated as ‘not having rung’ flags in Server. • Call Identified?: Click Yes to only

include calls that have been matched

against the Server (CTI Server) Import. Click No to only include calls that have not been matched against the Server Import (these calls would normally appear as New Contact! in Reporter Real-Time or CallViewer). Click All to include calls regardless of whether or not they have been matched against the Server Import. • Call on Hold?: Click Yes to only include calls that are currently on hold. Click

No to only include calls that are not currently on hold. Click All to include calls regardless of whether or not they are on hold.

• Trunk Lines: Enter a comma-separated list of trunk lines to include in the filter. Any calls occurring on one of the trunk lines will be included in the filter. You can also use the drop-down box to select trunk lines, which are intelligently added to or removed from the list. The list you enter can include ranges, or indi- vidual trunk lines. For example, if you entered “94193-94194,94196,” the filter would include trunk lines 94193, 949194, and 94196.

• Last Account Code Entered: Includes any calls where the last account code entered matches the list of account codes. Enter a comma-separated list of account codes to include in the filter. For example, entering “666,777,888,999” would include any calls with an account code of 666, 777, 888, or 999.

NOTE: The Calls on Hold? option will only affect currently active calls, as histori- cal calls will normally not be on hold.

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Information

NOTE: Call Center only stores the first Server Import field in the historical call data- base. Filtering on other fields from the Import will only affect currently active calls.

This page allows you to filter calls based on the telephone number or the various fields of the CTI Server (Server) import and includes the following fields:

• Telephone No.s: Enter a comma-sepa- rated list of telephone numbers to include in the filter. Wildcard can also be used in the filter (e.g., “480*” or “*602”). This type of filter will filter telephone numbers that call in or dial out. To only include people calling in from a number in this list, you should filter on Inbound calls only in the Direc- tion & DID page.

• Import Field 2 to Import Field 6:

Enter a comma-separated list of a string to include in the filter. Wildcard can also be used in the filter. The meaning of the filter depends on what data is being imported into Server. Usually, Import Field 2 is the name of the company calling; so, Import Field 2 could be filtered on “Alpha*” to include calls from companies such as “Alpha Beta Gamma Ltd” or “Alphacentauri Industries PLC.”

To see what data you can include in an Import Field filter:

1. Click the ellipsis (...) button next to an appropriate filter field. The Data- base Query dialog box displays. 2. Enter the information for which you

want to search (e.g., to search for a company called ABC Company, enter “ABC Company”).

NOTE: If you do not get any results when running a query, the database may include spaces before the record information. Try inserting a space or a wildcard (*) before the first letter (e.g., “*ABC Company”).

ALSO: You can use a wildcard (*) with a partial name to search for a match (e.g., “AB*” will return ABC Company and any other records starting with “AB”).

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3. Click Query. The application will query the information stored in the CTI Server and display any matching information in the window.

4. Enter the information for the desired record in the text box. To include multiple records, use wildcard (*) combinations (e.g., ABC *).

5. Click OK to save the record information to the filter, or click Cancel to exit with- out saving changes. You are returned to the Add New Filter screen.

NOTE: The Database Query feature will not work unless you have successfully per- formed a Telephone Number import to the CTI Server.