A Myriad Of Management Reports

Each report is generated in standard HTML and TIM uses template HTML files for its headers and footers, meaning that every single report can be completely customised to include your company logo, personalised contact information - indeed, anything written in HTML.

Some of the more popular reports are described here, with a short description and a print preview...

Management Reports

• Billing Report
• Organisation Drill-Down
• Trunks Busy Report
• Call Geography
• Top Calls Report
• Incoming Call Analysis
• Target Response Report
• Custom Report

Billing Report

Introduction
Primarily for use in situations where you need to produce a telephone bill for a client, or group of clients.  For example, in a business centre, a hospital, or other organisation with a front-of-house function and where a client may use your telephony services, for which you need to recoup the costs.

The result is a fully-fledged telephone bill - in the same style as one you'd expect to receive from a major telephone company.

As with all reports, the actual style of the finished article can be customised completely using any HTML-compliant editor, enabling you to completely brand the output in the style of your own company.

Example Output

Options

Telephone bills can be produced for any of your sites, individually or aggregated.

In addition, bills can be fully itemised or summarised by extension group, individual extension, or keyed account code (sometimes called PIN code).

Markup and surcharge can be applied to each call globally, and when coupled with the flexible tariff routing which allows you to bill individual extensions at different rates, you have complete control over how and when you charge.

Organisation Drill-Down

Introduction
A simple, quick, easy-to-use and fully functional report that starts with a complete summary of all extension groups' activity (both incoming and outgoing calls) along with each group's total call costs.

Click on the group you're interested in, and the report zooms in to show the same summary information for each individual extension in the group you selected.

Zoom in further by clicking on a particular extension and the report will show you a detailed log of all activity on that particular extension.  An added bonus of this report is its ability to identify calls on extensions that you might not have thought even existed.  These are shown at the foot of the extension groups and upon clicking, will detail each individual extension that had activity during the period you selected.

Example Output

Features
When accessed over the web, either as a result of a user logging in to the system remotely, or having received an email containing a portion of the report, each extension group and individual extension is shown as a hyper-link which, in effect, runs another report containing the required information.

Options
To prevent an end-user having to find and click a particular extension group, the report's parameters can be preset to begin on this extension group, rather than a full summary of the whole organisation.  This is especially the case when a user with restricted access rights wishes to run the report.

Trunks Busy Report

Introduction
This telecom managers dream tool breaks down each business day into half-hour periods, showing the maximum and average number of telephone lines you can expect to be busy during that time, based on an intelligent hindsight-based reporting formula.

You can concentrate on incoming or outgoing calls only, and limit the analysis to a specific group of trunks, or even for calls to certain destinations.

Example Output

Features
This report can help, in line provision decision-making, allowing you to analyse traffic to certain dialled destinations, as well as the standard individual and groups of trunks.  This information could be used in determining whether private networks are necessary between your sites, or in deciding which carrier would be able to route your calls cheaper.

The inclusive graph shows maximum and average high-points and, based on its predictive information, will highlight 'danger times' when you can expect all of your trunks to be busy, and therefore unable to take further calls.

Call Geography

Introduction
Produces clear, vivid pie charts and a detailed table with complete information about where you make your calls to: local, national, international, mobile, etc.

Each segment is shown as a percentage of the number of calls, and again as a percentage of your total cost, enabling you to quickly identify call types that, whilst few in number, can be expensive in the end.

As with most reports, the call selection can be narrowed down to focus on a particular extension group (or even individual extensions), or to look at calls going out over specific carriers, enabling you to make decisions about which carrier should take which types of call.

Example Output

Features
Identifying carrier selection has never been easier - you select the type of call you're interested in and match them against either an individual direct trunk, or even Least-Cost-Routed (LCR) calls by entering the prefix into the report parameters.

The report is site selectable, to cater for your different carriers at each of your sites, if applicable.

Top Calls Report

Introduction
Quickly identify your longest and most expensive calls for your whole organisation, or for a specific group of extensions.  This is useful for uncovering abuse, or for identifying certain types of calls that could be avoided, eg. Directory Enquiry type calls, whose function may be better obtained from other sources, eg. the internet.


Example Output

Features
Choose particular extension groups, or even individual extensions.

Select between incoming or outgoing calls only, or both.

Sort the results by cost or duration, and choose the number of ranking places you prefer - your top 10, top 50, top 100, or any other figure that best suits your needs.

Incoming Call Analysis

Introduction
Breaks down your working day into half-hour segments and details important information about your incoming calls during those periods.  See how many answered and abandoned calls you take, how long it takes you to answer them, or how long people are prepared to wait before they give up and abandon the call.  These figures are shown as maximums and averages, coming together to help you plan more effectively for your staffing requirements throughout each day.

Example Output

Features
The call information can be selected over any period, focussing on any trunk group or individual trunk, or for any group of extensions or individual extension.

Target Response Report

Introduction
This report allows you to quickly assess how well a group of extensions (or your whole organisation) is answered incoming calls within a pre-determined target.

It provides a line by line summary of each day (including or excluding weekends) along with a visual indicator showing what percentage of incoming calls were answered within your desired target.

The default target answer time is 10 seconds, but this can be changed to suit your requirements.

Example Output

Options
Choose to exclude weekend calls, which can affect your averages.

You may also exclude incoming transfers, which doesn't include calls made to operators, then forwarded within your organisation.

Your desired threshold can be set to any value you like, the default being 10 seconds.

Custom Report

Introduction
If you're looking for specific information (sometimes called a needle in a haystack), then this report allows maximum flexibility in that respect.  You specify your search criteria from any of the fields available, including CLI and LCR codes, to narrow down your search and quickly find the information you're after.

Example Data Entry Screen

Options
Choose from a vast array of options.  Further flexibility is available through the CGI engine, but the web and console options are described below.

• Period (Choose a fixed or custom period)
• Site (Choose one or all)
• Extension Number range
• Extension Group
• Trunk Number range
• Trunk Group
• Trunk Access Code (eg. 9)
• Call Type (incoming, outgoing, abandoned, internal, etc.)
• Call Duration range
• Call Response Time range (for incoming calls)
• Cost Range
• Tariff Name
• LCR Digits
• CLI string
• Dialled Numbers (can be partial)
• Destination Name (can also be partial)

After choosing your selection criteria, you are afforded the opportunity to select which field you'd like the report ordered by; not just the standard cost, duration, etc. but any field that TIM uses in its internal database.  For example, you could sort by dialled number to yield a list of outgoing calls arranged by geographical location.

The sort order can be ascending or descending.

Frequently Asked Questions

How fast is it?

TIM Professional, and it's big brother TIM Enterprise are used by multi-national corporate companies and NHS hospitals, who generally process thousands of calls per hour. In these situations, the software easily handles the flow of incoming data, whilst churning out reports over the web, or locally, in seconds, to multiple users.

How many call records can TIM store?

For a medium-sized organisation, the software can comfortably store call records over a year old in its live database. Of course, at any time you can archive data out of the live database and into storage, to be imported and inspected years later.

How many lines and extensions can TIM support?

TIM works just the same on a 10-extension system as it does on a 10,000-extension system.  No upgrade is required if you install more extensions, so you needn't worry about expansion costs when you grow. This naturally applies to the number of telephone lines too.

How quickly can I get information on calls that have just happened?

As soon as a call has finished, within seconds it will have been properly processed and safely stored by TIM in its database, allowing immediate access from the reports. Furthermore, any calls meeting user-defined criteria can be set to start an audible alarm, or their details sent by e-mail instantly.

I have several sites, each with their own telephone system. How can I access this information in one place?

TIM is built around a multi-site database - it wasn't an after-thought. So, whether you have a single PABX or hundreds, all your reports can focus on any of your sites - or all of them.  Sites can be connected to the TIM server directly by serial cable, or over a TCP/IP network using the integrated NetPBX tool.

How safe is TIMs internal web server?

You can set up users to access only information from their own group, or allow full access to designated super users. The interface is first protected using basic authentication at the web browser, but backed up by a powerful IP-security restriction. Couple this with a firewall if youre still worried, and you can be sure that no-one will be able to see your valuable call information.

Can TIM tell me if I have enough lines?

Yes. The Trunks Busy report shows how busy your system gets throughout each day. TIM also advises how long it takes to answer calls, through its Incoming Call Analysis Report. These help in making decisions about cutting off redundant lines, or getting new ones installed to stop callers getting busy tone.