Business Group Call Logs

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Overview

Business Group Call Logs are used to allow export to an CSV / Excel Spreadsheet the call logs of all lines in a business group. You must be a Business Group Administrator and have credentials for the BGAdmin CTSPortal: https://www.ctsportal.net/bg. If you have any questions or need to request access to this service, please contact CTS at 269-746-4411.

Accessing the Business Group Admin Web Portal

To access your business groups call logs you will need to login to the Admin Interface of the CTSPortal

https://www.ctsportal.net/bg

  1. Enter the 10 digit telephone number of the Business Group Administrator.
  2. Enter the CTS CommPortal Password.

How to Export Call Log Data

BGA Call Logs.JPG
  1. Click on Call Analytics (on the left side of the page) (formerly labeled as Call Logs as seen in the snapshot)
  2. Enter a Start Date (mm/dd/yyyy)
  3. Enter a End Date (mm/dd/yyyy) (max date range is 31 days)
  4. Select a Department from the drop down box: (if applicable - or leave the default to export all numbers)
  5. Click on the Download Button
  6. You will be prompted to save the bgcallogs.csv. If your browser allows, you can save it as any valid.csv file name.
  7. Save the file to a location where you will be able to find it.
  8. Open the downloaded file with Excel or any application that can import a CSV file.

Exported CSV file format

Each logged call is represented as a line in the exported CSV file. Each line shows the fields in the order listed below. When the field is not applicable, it will be empty in the CSV report.

  • Date: This is the date when the call was initiated, in mm/dd/yyyy format.
  • Time: This is the time when the call was initiated. Its format is HH:MM:SS (24h format).
  • Call Type: This is one of "Originating", "Terminating" or "Intra BG".
  • Calling Number: The calling party number, without any formatting.
  • Calling Extension: The extension number of the calling party. This is only applicable when the calling party is a Business Group line with an extension configured.
  • Calling Department: The full name of the department of the line that originates the call (i.e. including hierarchy, using a '/' delimiter). This is only applicable when the calling party is a Business Group line that is a member of one department. This means that if the line is not assigned to any department or if the Business Group does not support departments, this field will be empty.
  • Called Number: The called party number, without any formatting.
  • Called Extension: The extension number of the called party. This is only applicable when the called party is a Business Group line with an extension configured.
  • Called Department: The full name of the department of the line that receives the call (i.e. including hierarchy, using a '/' delimiter). This is only applicable when the called party is a Business Group line that is a member of one department. This means that if the line is not assigned to any department or if the Business Group does not support departments, this field will be empty.
  • Call Connected: Whether the call has been successfully connected. 'Yes' or 'No'.
  • Duration: This is the total time the call was connected (if it was successfully connected or zero otherwise). The format is HH:MM:SS.
  • Queuing Time: This is the time elapsed since the call was initiated until it was successfully connected (if successfully connected, otherwise this will be empty). The output format is HH:MM:SS. A call is considered successfully connected when it is connected to a Business Group line. Alternatively if the call never connects, then the call connect time is when the caller begins to hear Music on Hold (if available).
  • Account Code: The account code (with any entered leading zeroes), if applicable, without any formatting.
  • Carrier Code: The carrier selected for the call (with any entered leading zeroes), if applicable, without any formatting

Tips on Working with the BG Call Log Data

Once you have your data in a program such as Excel, your power lies in your skill set with the application and your understanding of what the records/data mean. Below are some helpful items regarding the data specifically:

TIPS - The Definitions

  1. Times are in military format
  2. "Call Types"
    1. The "Call Type" = Terminating (Call to your Business Group from an External Number)
    2. The "Call Type" = Orginating (Call from your Business Group to an outside External Number)
    3. The "Call Type" = Intra BG (Call between two of your Business Group lines)
  3. You will need to know and understand your Business Group's Call Flows, especially for Main Numbers to your business.
  4. You should know what lines are within Multi Line Hunt Groups (MLHG), and which lines are configured as Incoming Call Manager (ICM) lines.
    1. MLHG --> allows you to ring multiple lines (round robin, linear, all at once) and queue the calls if all members of the hunt group are busy.
    2. ICM --> allows you to create different time of day schedules, and can ring multiple lines in different start and stop times.

TIPS - ICM Examples

The most confusing thing when looking at the call data logs is that these logs are in hh:mm:ss format, but multiple things happen in the switch in miliseconds. The call logs imported into your spreadsheet do not necessarily follow the logical flow of what came first and so on. It is hard to tell this when the time stamp is the same hh:mm:ss (you will notice this better when you can see calls out of sequence my a minute or two, you could sort and fix these) but for multiple things that happen in the same second, you have to know what is going on to understand it.

IT IS ALWAYS A GOOD IDEA TO FIRST SORT YOUR DATA BY DATE AND TIME BEFORE REVIEWING AND ANALYZING IT, BUT BEWARE OF THE 1 SECOND MULTIPLE THINGS RULE.

Suppose you have a main number that is configured as an ICM (which is typical because ICM lines allow you to control your call flow based on a time of day schedule, and ring multiple phones at once or ring a line for X seconds and then start ringing another line and finally transferring to a message service after X seconds if not answered. Understanding the call flow of your business can help you interpret the data).

When looking at the call log data you will see a Terminating call from an external number, the ICM will then start ringing the other lines, so you will most likely see Intra BG calls from your main number to the lines configured in the ICM rules for the particular time of day. (Originating if your Main Number (ICM) called an external outside line like another call center)

Pay attention to "Call Connected"... if Yes, then the call was answered, and if No, then the phone only rang on and did not get answered. You will typically see call Connected = No and Duration Time = to the duration of the ring times set in your ICM rules.