Taske Call Center Management Tools Version Instructions Manual

							Search                                               TASKE Call Center Management Tools Version 7.0-11-Using the Search Options Tab
Using the Search Options tab, define search filter criteria based on call
characteristics. When all of the desired options for the search filter are selected,
click OK to view the results.Using the Time to Search for CallsTo create a search filter that includes the call records
occurring within a specific time period, define a start time
and an end time in the Include Records Between section
of the Search Options tab. When setting the start time
and the end time, ensure that the start time precedes the
end time, keeping in mind that the 24-hour clock is used.
To set the time range for a search filter:
1. Click the hour field in the Start Time box to select the field.
2. Input a number between 00 and 23.
3. Click the minute field in the Start Time box to select the field.
4. Input a number between 00 and 59.
5. Repeat steps 1 to 4 in the End Time box.
Searching for Calls Using the Time to AnswerThe time to answer is the amount of time a caller waits for
an answer from the time a trunk is accessed. To create a
search filter that includes the call records for calls that
were answered within a specified time range, define the
time range for the filter in the Time To Answer section of
the Search Options tab. The time to answer is recorded in 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-12-seconds. Input values ranging from 0 to 999 seconds in the input boxes of this
section.
To define the time to answer range:
1. Click the Greater Than box and input a value between 0 and 999 to
represent the lower limit for the time to answer.
2. Click the But Less Than box and input a value between 0 and 999 to
represent the upper limit for the time to answer.
Searching for Calls by DurationThe call duration is the call length, from the time a
trunk is accessed to the time the call is terminated.
To create a search filter that includes the call records
where the call duration falls within a specified time
range, define the time range for the filter in the Call
Duration section of the Search Options tab.  Ensure
that the Greater Than time precedes the But Less Than time, keeping in mind
that the 24-hour clock is used.
To define the time range for the call duration:
1. Click the hour field in the Greater Than box to select the field.
2. Input a value between 00 and 23.
3. Click the minute field in the Greater Than box to select the field.
4. Input a value between 00 and 59.
5. Click the seconds field in the Greater Than box to select the field.
6. Input a value between 00 and 59.
7. Repeat steps 1 to 6 in the But Less Than box.
Including and Excluding Abandoned Calls in a Search FilterWhen a caller terminates a call before receiving an
answer, the call is abandoned. To create a search
filter that includes only abandoned calls, enable the
Yes radio button in the Abandoned Calls section of
the Search Options tab. To exclude abandoned calls from the search filter,
enable the No radio button. The Both radio button is the default option. Enabling
the Both radio button includes all calls in the search filter, regardless of the
answer state. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-13-Searching for Calls by ParticipantUse the Party section of the Search Options tab to create
a search filter based on an agent ID or extension number.
Call records can be extracted for an individual based on
calls made, calls received, or calls handled as a third
party. Only one of these items can be included in a single
filter.
A search using the Calling box searches for the calls made by the selected
individual. A search using the Called box searches for the calls received by the
individual. A search using the Third box searches for instances where the
individual was a third party to a call.
To create a search filter for the calls made by an agent or extension:
1. Input the agent ID or extension number in the Calling box.
To create a search filter for the calls received by an agent or extension:
1. Input the agent ID or extension number in the Called box.
To create a search filter for calls where an agent or extension was involved as a
third party:
1. Input the agent ID or extension number in the Third box.
Searching for Calls Using the Digits DialedUse the Digits Dialed box in the Search
Options tab to create a search filter based on
the digits dialed in outbound or internal calls.
The digits dialed are the dialable characters that direct the call to its destination.
Use the characters in the table below to create a search based on the digits
dialed.
The allowable characters to use when searching for the digits dialed are:
PMatch P as the first character, indicating a Pilot number.0-9, * #Match a specific digit.?Match any character, including a blank..Match any non-blank character.Match a blank character./Place at the beginning and end of a string of characters. The character
string is matched anywhere it occurs in the digits dialed of a call record. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-14-Searching for Call Records Using Automatic Number IdentificationInput a number in the ANI box to include a specific ANI number
in the search criteria. ANI is an acronym for Automatic Number
Identification. This is a service provided by a telephone
company that identifies the telephone number of the caller. Not all trunks can
provide this information and it is usually a service that must be purchased from
the local telephone carrier.
The allowable characters to use when searching for an ANI number are:
0-9, * #Match a specific digit.?Match any character, including a blank..Match any non-blank character.Match a blank character./Place at the beginning and end of a string of characters. This matches
the character string anywhere it occurs within a string of characters.Searching for Call Records Using Dialed Number Identification ServiceInput a number in the DNIS box to create a search filter that
looks for a specific DNIS number. DNIS is an acronym for
Dialed Number Identification Service. This is a service where
the telephone company returns an identification number to the PBX receiving a
call that is usually the last four digits dialed by the caller. The DNIS identification
number reveals the service the caller is requesting from the call center. Not all
trunks can provide this information and it is usually a service that must be
purchased from the local telephone carrier.
The allowable characters to use when searching for a DNIS number are:
0-9, * #Match a specific digit.?Match any character, including a blank..Match any non-blank character.Match a blank character./Place at the beginning and end of a string of characters. This matches
the character string anywhere it occurs within a string of characters.Searching for Call Records Using the System IDCall centers with more than one PBX can create a search filter
based on the system ID of the PBX. The system ID is an address
number used to identify a PBX. To create a search filter based on a specific PBX,
input the system ID number of the PBX in the Sys ID box on the Search Options
tab. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-15-The allowable characters to use when searching for a system ID are:
0-9, * #Match a specific digit.?Match any character, including a blank..Match any non-blank character.Match a blank character.Searching for Call Records Using the Account CodeAccount codes are a call classification mechanism
used by some organizations. Call centers using
account codes can create search filters to search
for call records with specific account codes using the Account Codes box on the
Search Options tab. To include a specific account code in a search filter, input
the account code in the Account Code box.
The allowable characters to use when searching for an account code are:
0-9, * #Match a specific digit.?Match any character, including a blank..Match any non-blank character.Match a blank character./Place at the beginning and end of a string of characters. This matches
the character string anywhere it occurs within a string of characters.Using the Search Events Tab
Using the Search Events tab, define search
filter criteria based on call handling. When
all of the desired options for the search filter
are selected, click OK to view the results.
To enable or disable all of the check boxes
on the Search Events tab, click the Toggle
All button.
Searching by Call Completion StatusTo create a search filter based on the
completion results of calls, use the Call
Completion section of the Search Events
tab. Enable the check boxes for the call
completion results to include in the search
filter. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-16-The call completion results to include in a search are:
Blank (Nothing) - When the call completion status is blank in a call record, it
means that the call completion result for the call record is unknown.
Answer Supervision - The Answer Supervision call completion status occurs
when the central office provides a signal to the PBX indicating that the outgoing
call received an answer.
Callee is Busy - The Callee is Busy call completion status occurs when the
incoming call is returned to the queue because the intended receiver is busy.
Caller Error - The Caller Error call completion status occurs when the caller dials
an invalid destination and the PBX cannot route the call.
TAFAS Answered - For outgoing calls, the TAFAS Answered call completion
status indicates that the toll was denied. For incoming calls, this means that the
call was available to all stations or TAFAS (Trunk Answer From Any Station)
answered.
Recall Answered  - The Recall Answered call
completion status occurs when a transferred call does
not receive an answer at the intended extension, is
returned to the original extension, and is answered
again by the original receiver.
Recall Not Answered - The Recall Not Answered call
completion status occurs when a transferred call does
not receive an answer at the intended extension, is
returned to the original extension, and is not answered
because the original receiver is not available to answer
the call.
Searching for Speed Dialed and Forwarded CallsTo create a search filter based on speed dialed or
forwarded calls, use the Speed / Forward section of the
Search Events tab. Enable the check boxes for the
variables to include in the search filter.
The variables to include in the search filter are:
Blank (Nothing) - When the status of calls in relation to speed dialing and
forwarding is unknown, the field in the call record is blank. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-17-Speed Call - A Speed Call is reported in a call record when a short directory
number, programmed into the PBX, that represents a longer number is dialed.
External Call Forward - External Call Forward occurs in a call record when a
dialed extension has call forwarding enabled and the call is forwarded to an
external number.
Default ARS - ARS is an acronym for Automatic Route Selection. The ARS is a
routing mechanism for routing outbound calls. For instance, dialing 9 before the
telephone number may access an outbound trunk that only allows local calls
whereas, dialing 8 before the telephone number may access an outbound trunk
that permits long distance calls. Default ARS occurs in a call record when the
default ARS number routes outbound calls to the appropriate trunk.
Searching for Calls Handled by an AttendantCall records for calls handled by attendants can be
included or excluded from a search filter using the
Attendant Handled section of the Search Events tab.
To include call records for calls handled by attendants
in a search filter, enable the Yes radio button. To
exclude these call records, enable the No radio button. To include both types of
calls in the search filter, enable the Both radio button.
Searching for Transferred and Conference CallsTo create a search filter based on
transferring or conferencing, use the
Transfer / Conference section of the
Search Events tab. Enable the check
boxes for the variables to include in the
search filter.
The variables to include in the search filter are:
Blank (Nothing) - When the transferred or conference status of a call is
unknown, the fields in the call record for this information are blank.
Supervised Transfer - A Supervised Transfer occurs in a call record when a call
is transferred to a third party and the transferring party remains on the line to
make sure the call is answered.
Unsupervised Transfer - An Unsupervised Transfer occurs in a call record
when a call is transferred to a third party and the transferring party abandons the
caller before ensuring that the third party answers the call. 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-18-Conference - Conference occurs in a call record when a third party is involved in
the call via a conference.
Searching ACD Call Records
Displayed in a tree structure in the left pane of the Search interface, filters are created
for the selected PBX files based on specific incidences that occur within calls. Setting
boundaries for these incidences eliminates those records that do not fall within the
specified range. Create several filtering levels for a single search. Sub-filters drill-down
through the records, with each level displaying a more detailed level of search.
The primary filter for any PBX file is the date. When a search is opened, all call records
for the selected dates are included in a root filter that is titled All Records. Any additional
filters created for the search are subordinate to the root filter in the tree structure.
Search filters are created, modified and deleted using the tools provided on the Toolbar.
The  button creates a sub-filter for the selected filter. The  button is used to modify
the selected filter. The  button deletes the selected filter. Clicking either the  button
or the  button opens the Search Parameters dialog box where the boundaries for a
search filter are defined.
When defining search parameters for ACD call records, it may be necessary to search
for specific agent, extension, Pilot, or group IDs. Accomplish this by inputting the ID
numbers in the ID boxes on the appropriate tabs of the Search Parameters dialog box.
When the exact ID is not known, mix the wildcards with the known information about the
agent, extension, Pilot, or group to make the search for these entities more general.
The wildcards and an explanation of their use are provided in the table below.
0-9Match a specific digit?Match any character, including a blank.Match any non-blank characterMatch a blank characterEach new filter is automatically named using a decimal-based numbering structure.
Second-level filters, created directly from the root, are named sequentially in the format
X.0. Third-level filters are named X.0.X. This numbering system continues as additional
filtering levels are created.
Deciphering the information included in an ACD record is a difficult task when viewing
the call records directly from the PBX file. An ACD record is a report that provides event
specific information for the system, agents, Pilots, and the ACD queue.
There are four types of ACD report records. These are time reports, group reports, pilot 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-19-reports, and event reports. Time reports, group reports, and pilot reports always contain
the same type of information. The content of the event reports depends on the event
being reported.
Time ReportsGenerated every 15 seconds, a time report synchronizes the PC clock with the
PBX clock. A time report provides the following information:
##/##/##=Date in DD/MM/YY format##:##:##=Time in HH:MM:SS formatTime=Report titleGroup ReportsGenerated every 15 seconds, an agent group report provides the following
information:
##/##/##=Date in DD/MM/YY format##:##:##=Time in HH:MM:SS formatGroup=Report title###=Group numberCW: #=Number of calls waitingAA: #=Number of agents availableLongest Wait: ##:##=Amount of time the longest waiting caller has been
waitingPilot ReportsGenerated every 15 seconds, a Pilot report provides the following information:
##/##/##=Date in DD/MM/YY format##:##:##=Time in HH:MM:SS formatPilot=Report titleP###=Pilot numberCW: #=Number of calls waitingAA: #=Number of agents availableLongest Wait: ##:##=Amount of time the longest waiting caller has been
waiting 
						

							Search                                               TASKE Call Center Management Tools Version 7.0-20-Event Reports
Event reports are generated whenever an event occurs. There are ten types of
event reports. These are Login/Logout, Set/Remove DND, Set/Remove Make
Busy, Answer Personal, Answer ACD, Originate, Idle, Work Timer Start/Expire,
Hold Activate/Retrieve/Abandon, and Remote ACD Answer. The first two fields of
all event reports contain the date, in DD/MM/YY format, and the time in
HH:MM:SS format. The remaining information in the event reports include:
Login / LogoutThe Login / Logout reports display the login and logout status of agents in the
queue.
Login or Logout=Report title####=Extension numberAGT: ####=Agent IDLine: #=Line numberSet / Remove DNDThe Set / Remove DND reports display the use of the Do Not Disturb feature by
agents.
Set / Remove Make BusyThe Set / Remove Make Busy reports display the use of Make Busy by agents.
Set Make Busy or Remove Make Busy=Report title####=Extension numberAGT: ####=Agent IDLine: #=Line number