Inter-Tel Inside Track User Guide Issue 2

							Chapter 5— Using Inside Track
63 Inside Track User GuidePreferences:These command buttons allow you to adjust the settings for the buffer
connection (for the PollCat, CRB unit, ILB unit, andAXXESSORY/AxxentTalk) and the
RS-232 connection.
When you select the Buffer command button, a window appears that
allows you to program the Buffer settings. The Buffer Preferences win-
dow is shown on page 109.
When you select the RS-232 command button, a window appears that
allows you to program the RS-232 preferences. The RS-232 Preferences
window is shown on page 112.
Raw Files:These options are used if you are maintaining raw files for your reports. The
Inside Track software generates a raw file of call records after each capture if the Maintain
Raw Files box is checked. The raw files button allows you to obtain records from a raw
file. The following command buttons and check box are used for determining the storage
directory for the files and for deleting files.
The Directory command button allows you to program a directory
where the Inside Track software stores the raw files for the location. A
window appears as shown on page 114.
When you select the Delete command button, a window appears, as
shown on page 116, that allows you to select the files to delete.
Maintain Raw Files
When capturing SMDR records, the Inside Track software first generates a raw file con-
taining the rawSMDR records. Then, it loads the records into a SMDR database. If the
Maintain Raw Files check box has a check in it, the option is enabled and any raw files that
are generated remain on the hard drive. If there is no check mark, the option is disabled
and the Inside Track software removes the raw files from the hard drive. The default
condition for the check box is enabled (checked).
Note:On telephone systems with wide and narrowSMDR formats, use thewideformat
to allow the Inside Track to properly process the records.
Buffer...
RS-232..
Directory...
Delete... 
						

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64 Inside Track User Guide
Programming SMDA Reports
There can be up to 300 programmed reports per system, divided among the locations as
desired. Refer to page 68 for sample report formats. (If you have only one location, it can
have up to 300 reports). The default reports are as follows:
·
Account Code by Time:This report groups calls by account code and lists them
chronologically (by date and start time).
·
Account Code Summary:This report summarizes the number, length and cost of
calls associated with each account code.
·
Long Calls by Time:This report groups calls by station and lists calls that are longer
than 15 minutes in chronological order (by date and start time).
·
Station by Number:This report groups calls by station and lists them according to
the number of calls made to each telephone number.
·
Station by Time:This report groups calls by station and lists them chronologically
(by date and start time). 
						

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65 Inside Track User Guide·
Station Summary:This report summarizes the number, length and cost of calls
associated with each station.
·
Toll Calls by Time:This report lists toll calls (toll local, toll long distance, national
(European), and operator/international calls) for each station in chronological order
(by date and time).
·
Trunk by Time:This report groups calls by trunk and lists them chronologically (by
date and time).
·
Trunk Summary:This report summarizes the number, length and cost of calls
associated with each trunk.
To Program A Report
The Program SMDA Report window shown on the previous page appears when the New
or Program command button is selected from the Location Programming window, as
shown on page 59. It is used for programming the report information.
Name
Enter the desired name for the report (up to 20 characters) in the Name text box. The
Inside Track software uses this name to identify the report in programming and message
windows. The name of the report does not appear on the report itself.
Title
Enter the title that will appear on the report in the Title text box. The title may not exceed
20 characters.
Subtitle
If desired, enter a subtitle for the report in the Subtitle text box. The subtitle may not
exceed 20 characters.
Template 
						

							Chapter 5— Using Inside Track
66 Inside Track User GuideThe Template drop-down list box allows you to choose the type of report. Move the high-
light bar to the desired template. There are six templates, as follows:
·
Detailed by Time (default):This lists the call records in the report by the time of the
call. It details calls by date and time, breaking the calls into sections using the first sort
key.
·
Detailed by Time withSubheaders:This is the same as the Detailed by Time report,
except that the report has subsections using the second sort key.
·
Summary:This report type gives summary totals for calls in each section. Sections
are determined by the first sort key.
·
Summary by Number:This lists the call records by number of calls placed to specific
telephone numbers. The totals are listed in sections determined by the first sort key.
·
Station by Number with Subheaders:This is the same as Station by Number report,
except that report sections are divided by the first sort key and then subdivided by the
second sort key.
·
Summary with Subheaders:This is the same as Summary report, except that totals
are given for subsections. The subsections are determined by the second sort key.
·
Total Summary:This combines data to present total call cost, duration, and number
of calls for the selected sort key (such as account codes).NOTE:Make sure the sort
type is set to a value other than“None” when selecting this template.
Enhanced Database
The Enhanced Database drop-down list box shown on page 59 allows you to choose the
enhanced database that is associated with the chosen report. The list contains the en-
hanced databases that exist for the current location. If there are no enhanced databases
programmed, it is set to “None.” Scroll the highlight bar to the desired enhanced database.
Refer to page 98 for more information regarding enhanced databases.
Acc Code Association
To enable certain numbers to be automatically associated with a specific account code,
select the Acc CodeAssociation flag to enter or remove the check mark in the check box
in the window shown on page 64 (see page 102 for the account code association table pro-
gramming). 
						

							Chapter 5— Using Inside Track
67 Inside Track User GuideTo select theSMDR databases that are included in the report, select the
Database command button. A window appears as shown on page 98.
(Database programming is explained on page 90.)
To program the sort keys for the report, select the Sort By command
button. The window shown on page 75 appears.
Criteria
The Criteria list box shown on page 64 allows you to select the criteria for calls that will be
included in the report. Use the Program command button, below, to program the criteria.
To program a range or the call types, highlight the selection in the list
box and select the Program command button. The window that is ex-
plained on page 77 appears.
To view a list of the criteria selected for the report, select the Summary
command button.
To print the criteria being used for a report, select the Print command
button.
Print On Report
If you wish to print the criteria information on the first page of the report, select the Print
On Report check box to place a check mark in it or to remove an existing check mark.
Databases...
Sort By...
Program...
Summary...
Print... 
						

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68 Inside Track User Guide
Sample Report Formats
There are several pre-defined report templates:
·
Detailed By Time Report
·
Summary Report
·
Totals Summary Report
·
Summary By Number Report
·
Reports With Subheaders
For more information about them, as well as some sample reports, refer to the following
pages. Each of the sample reports have been sorted by extension number. Many other sort
options are available. You can sort by account code, start time, call duration, number
dialed, etc. The following list describes some general information about the reports:
·
All reports have top and bottom page margins of 1 inch.
·
The report header (programmed using the“Options” command described on page 55)
is centered and appears on the first page only.
·
If there is no title or subtitle, a blank line appears in its place.
·
Only hours and minutes are displayed in the Start Time field. Seconds are not rounded
to the nearest minute.
·
If a telephone number is longer than the Dialed Number field, only the digits that fit in
the field are shown.
·
There are two line feeds after the page number.
·
A new report always starts on a new page.
·
The header below the page number is based on the first sort key and the line below that
(subheader) is based on the second sort key. The subheader appears only if it is in-
cluded in the selected template.
·
In reports where a combination of calls for different trunks or stations are combined
under one header, “ASST.” will appear in the header to indicate that the call records
are for assorted devices.
·
If a report has a username field in a column and in the header, the username field
column does not appear. This makes more space for the digit field.
·
If the location is in the header, the Location line does not appear.
·
Subheaders are indented three spaces. 
						

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69 Inside Track User Guide
Detailed By Time Report
The“Detailed by Time” report shown below gives you a comprehensive call listing for a
group of extensions. The information given includes the call date, call start time, number
dialed, type of call, approximate call cost, and call duration. This report is the most de-
tailed of the call reports.
One application for this report would be detection of toll fraud. This report details all toll
calls made by a particular department or extension. By running a report on all toll calls
made after normal business hours, possible toll fraud can be detected.
SORT KEYS USED FOR THE REPORT:
Sort Key 1: Station: Extension
Sort Key 2: SMDR: Date
Sort Key 3: SMDR: Call StartTime
Included Calls: All
Inside Track Report
Page 1
Extension: 1000 Last Name, First Name
DATE START DIALED NUMBER TYPE COST DURATION
–––––––––––––––––––––––––––––––––––––––––––––––––––\
–––––––––––––––––––––––––––
01/01/97 03:25 961–9000 IN $ 4.22 00:05:12
01/01/97 01:23 234–5678 LOC $ 1.60 00:02:48
Extension: 1001 Last Name, First Name
DATE START DIALED NUMBER TYPE COST DURATION
–––––––––––––––––––––––––––––––––––––––––––––––––––\
–––––––––––––––––––––––––––
01/01/97 01:56 1–303–888–4765 10D $ 5.30 00:01:20
01/01/97 03:13 800–275–3847 800 $ 0.00 00:00:03 
						

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70 Inside Track User Guide
Summary Report
The“Summary” report shown below gives you a breakdown of the number of calls, dura-
tion, and approximate cost of incoming, outgoing, special, and internal calls by extension.
It also gives the total number of calls made, total length of those calls, and the approxi-
mate cost of the calls, regardless of call type.
This report could be used for tracking various promotions. If you assign a specific exten-
sion number for each advertisement, Inside Track can report the volume of calls made to
each extension. With this information, you can easily see which ads generate the best
response and allocate your advertising funds accordingly.
SORT KEYS USED FOR THE REPORT:
Sort Key 1: Station: Extension
Sort Key 2: None
Sort Key 3:
Included Calls: All
Notes: No page breaks between records
Inside Track Report
Page 1
Extension: 1000 Last Name, First Name
Total Number of Incoming Calls: 0
Total Length of Incoming Calls: 00:00:00
Total Cost of Incoming Calls: $0.00
Total Number of Outgoing Calls: 1
Total Length of Outgoing Calls: 00:00:03
Total Cost of Outgoing Calls: $0.00
Total Number of Special Calls: 0
Total Length of Special Calls: 00:00:00
Total Cost of Special Calls: $0.00
Total Number of Internal Calls: 0
Total Length of Internal Calls: 00:00:00
Total Cost of Internal Calls: $0.00
Total Number of Calls: 1
Total Length of Calls: 00:00:03
Total Cost of Calls: $0.00 
						

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Totals Summary Report
The“Totals Summary” report shown below gives you a list of the total number of calls
made by each extension, the duration of those calls, and an approximate call cost. This
report gives you a condensed version of the “Summary” report.
This report could be used to measure call volume being generated by the company’s cus-
tomer service representatives. By doing so, you can measure productivity as well as gauge
additional staffing needs. If telemarketers receive a high volume of incoming calls, they
are unable to make the necessary outgoing calls. You can determine this volume and
change call processing procedures and restrict the receipt of incoming calls.
SORT KEYS USED FOR THE REPORT:
Sort Key 1: Station: Extension
Sort Key 2: None
Sort Key 3:
Included Calls: All
Notes: No page breaks between records
Inside Track Report
Page 1
EXTENSION USERNAME DESCRIPTION NUMBER DURATION CALL COST
–––––––––––––––––––––––––––––––––––––––––––––––––––\
–––––––––––––––––––––––––––
1000 Last, First 2 0:08:00 $ 5.82
1002 Last, First 1 0:01:20 $ 5.30
1006 Last, First 1 0:00:03 $ 0.00
1008 Last, First 1 0:05:12 $ 4.22
1011 Last, First 1 0:03:19 $ 2.15
1013 Last, First 1 0:10:22 $ 5.45
1017 Last, First 1 0:01:45 $ 5.00 
						

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72 Inside Track User Guide
Summary By Number
The“Summary by Number” report shown below gives you the frequency of calls made to
a particular number. The sample report is broken down by extension number. It tells you
how often a number was called, what number was called, the approximate total call costs
and total duration of the calls made.
A possible use of this report is to track the number of times a particular customer was
called. If your company does a sales blitz of Arizona, you can run the “Summary by Num-
ber” report to tell you how many Arizona companies were called and how many times
each one was contacted. You can then use these figures to determine the conversion ratio
of prospects to customers and the average number of contacts required to sign a new cus-
tomer.
SORT KEYS USED FOR THE REPORT:
Sort Key 1: Station: Extension
Sort Key 2: SMDR: Date
Sort Key 3: SMDR: Call StartTime
Included Calls: All
Inside Track Report
Page 1
Extension 1000 Last Name, First Name
NUMBER OF CALLS DIALED NUMBER CALL COST DURATION
–––––––––––––––––––––––––––––––––––––––––––––––––––\
–––––––––––––
2 234–3428 $ 5.82 00:08:00
1 1–303–888–4765 $ 5.30 00:01:20
Extension 1002 Last Name, First Name
NUMBER OF CALLS DIALED NUMBER CALL COST DURATION
–––––––––––––––––––––––––––––––––––––––––––––––––––\
–––––––––––––
1 800–275–3847 $ 0.00 00:00:03
1 892–3857 $ 4.22 00:05:12