Navigating the Dashboard (Site level)
The Site Dashboard is located on the VoIP Business Portal. It provides comparison and analytical tools with a feature rich interface displaying Site statistics, Site Feature summaries with quick access for easy feature management and Site level Call Logging.
The top section of the Site Dashboard provides a visual summary of Site statistics and Quick Site Feature Management capacity.
The top section of the Site Dashboard displays the following:
- Number of active Employees.
- The Limit (set by the Service Provider) of Employees.
- A list of popular Site Features, dependent on your Site Feature Package. For example, Auto Attendants, Call Centres and Hunt Groups.
- Quick Site Feature "Add".
- For example, you can add an Auto Attendant, Call Centre or Hunt Group by selecting the quick link at the bottom of the Feature box.
Call Logging provides Site wide call records, comparison and analytical tools for tracking and improving the efficiency and effectiveness of business communications. An intuitive, feature rich interface allows you to visualize trends and patterns, zoom in on detailed data or view key headline information at a glance. Call Logging is accessed in the Business Portal from anywhere and on any device via a Web Browser and Internet connection.
The search bar
The search bar may display different options depending on your account privileges. Build your search by selecting your criteria from the options boxes and then click the magnifying glass to submit the search and view the results. The Graph and Compare Views; List View, Type View and Top 10 Views (detailed below) will display the results based on your chosen search. There is a maximum delay of approximately 15 minutes for new calls to be displayed.
The available search criteria are:
- Site, User (by Username), Business Number (by full or partial telephone number), Calling Number (by full or partial telephone number)
- All Traffic, International, Premium Rate, Non-Geographic, Mobile, National, Off-Net, On-Net
- Outbound, Inbound, Any
- Answered, Unanswered, Any
- Date Range
- Select from the predefined options or enter/select a custom date/time range (maximum 1 month)
Graphical View and Compare
When your results are returned, the Graphical View displays total calls or minutes for the current month by hour, day, week or month. You can zoom into the graph for monthly down to hourly views and pan across the graph to move to the previous or next period of time. You can hover over each data point dot on the graph to display the values.
- Zoom between Hourly, Daily, Weekly and Monthly data
- Use the interactive graph to pan and hover for more data
- A comparison feature overlays the previous month's data results, allowing you to analyse patterns and trends.
- You can switch between List View, Type View, and Top 10 View, using the View Buttons:
- List View
The List View provides individual call information on the results of your search including the Business Number, Time, Duration, Calling Number, Destination and Call Status. You can order the List View results by ascending or descending Time or Duration by clicking on the corresponding column title. Browse the data by selecting the number of entries to display and/or by navigating through the result pages.
- Type View
The Type View allows you to instantly compare different types of calls to provide key information including the amount of Off-Net calls versus On-Net calls, Inbound Vs. Outbound and Answered Vs. Unanswered. The Type View displays the percentage split of total minutes and total calls for each call type. This is a useful feature to instantly view how many of your calls are On-Net (often within the Company or between Sites and free of charge) versus Off-Net calls to people outside of your Company. It allows you to see how calls are being handled and monitor performance by viewing the incoming and outgoing call split and percentage of answered and unanswered calls.
- Top 10 View
The Top 10 View provides the 10 highest results based on your search and top 10 category selection. For example, this allows you to see the top 10 destinations or numbers involved in calls across your whole Company, individual users or Groups. Click the Top 10 View button and select your category from the list of Calling Number, Destinations, International Calls, Mobile Calls and National Calls. For example if your search was for all outbound, answered or unanswered calls for a Site and you select the top 10 International Calls, then the Top 10 View will display the top 10 most frequent international numbers being dialled by that Site and all of its Employees. This is a useful feature to instantly view what regions a marketing campaign is targeting, which of your Customers are called or call you the most, the most popular international destinations, which Customers call Customer service the most and which Employees answer the most calls to these numbers etc. The top 10 view allows you to see what the most popular calls are being made and received, increase business effectiveness and reduce costs.
The export tool allows you to export the current data in the chosen search and view to a CSV file. Click the Export button this will automatically download all of the data in the current view in comma-separated values format
Disaster Recovery (SIP Trunking only)
The Disaster Recovery feature provides the option to automatically re-route inbound calls to a Trunk Group( and the Users assigned to it) to another destination, when the Trunk Group Device is unreachable. This feature is Call Forwarding Not Reachable at the Trunk Group level. If a forwarding destination is configured, then inbound calls to the Trunk Group Number (and Numbers assigned to the Users assigned to the Trunk Group) will be re-routed to the forwarding destination in the following conditions: When the Device terminating the Trunk Group does not have an active SIP registration with the platform, or if a proceeding response has not been received within a configurable timeout.
The Feature Summary section provides an overview of some commonly used Site Features that can be assigned a telephone number (excluding Auto Attendants, Call Centres and Hunt Groups, which are all summarized at the top of the Site Dashboard). Typical feature overviews would be Call Director, Group Calling Line ID, Voice Portal and My Room Bridge. These features may often be turned off or on directly from the Site Dashboard, and may also be configured by clicking the appropriate Configure button.
The Call Director Portal is a Site Feature that handles incoming calls from the Call Director locations and ultimately prompts for the destination address (the number to be dialled).
The Customer or Group administrator creates the Call Director portal instances at the Site level in the Business Portal. A Site may consist of one or more Call Director portals.
Group Calling Line ID
If you assign a Group Calling Line Identity to a Site, the identity will be displayed to external parties who receive calls from Users at the Site. A Group Calling Line Identity is composed of a valid public phone number that is authorized for use by all Users within the Site. For a given Site, the Group or Company Administrator can enable a Group Calling Line Id phone number.
The Voice Portal provides an Interactive Voice Response (IVR) application that can be called by Users of the Site from any phone, to manage some of their features and Voice Mailbox, or to change their Voicemail Passcode.
The Group or Company Administrator can also use the Voice Portal to record new greetings for a Site's Auto Attendants.
My Room Bridge
The UC Team Add-On includes the My Room Conferencing feature, which provides each Employee with a feature rich, personal Audio Conferencing service. In order for Employees with the UC Team Add-On to access the Audio Conferencing service via a Conference Bridge, a My Room Bridge needs to be configured at the Site level. This provides access to the Bridge by dialling its telephone number.