Quick Search
Browse
Pages
Blog
Labels
Attachments
Mail
Advanced
What’s New
Space Directory
Feed Builder
Keyboard Shortcuts
Confluence Gadgets
Log In
Dashboard
TIM Plus
Copy Page
You are not logged in. Any changes you make will be marked as
anonymous
. You may want to
Log In
if you already have an account. You can also
Sign Up
for a new account.
This page is being edited by
.
Paragraph
Paragraph
Heading 1
Heading 2
Heading 3
Heading 4
Heading 5
Heading 6
Preformatted
Quote
Bold
Italic
Underline
More colours
Strikethrough
Subscript
Superscript
Monospace
Clear Formatting
Bullet list
Numbered list
Outdent
Indent
Align left
Align center
Align right
Link
Table
Insert
Insert Content
Image
Link
Attachment
Symbol
Emoticon
Wiki Markup
Horizontal rule
tinymce.confluence.insert_menu.macro_desc
Info
JIRA Issue
Status
Gallery
Tasklist
Table of Contents
Other Macros
Undo
Redo
Find/Replace
Keyboard Shortcuts Help
<p>The <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUNhbGwgdmlld30&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Call view"> screen displays a live list of calls, showing each call the moment it is received from your telephone system(s) and successfully processed by TIM Plus. The call list is arranged so that the most recent calls are at the top of the list.</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3MTQ0L2NhbGxfdmlldy5wbmd9&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817144/call_view.png"></p><p>Each call type is colour-coded using a system-wide colour scheme, as follows:</p><ul><li><span style="color: rgb(0,128,0);"><strong>Green</strong></span>: Incoming calls</li><li><span style="color: rgb(153,204,0);"><strong>Light green</strong></span>: Answered transferred calls</li><li><span style="color: rgb(51,102,255);"><strong>Blue</strong></span>: Outgoing calls</li><li><span style="color: rgb(153,204,255);"><strong>Light blue</strong></span>: Outgoing non-connected calls</li><li><span style="color: rgb(128,128,128);"><strong>Grey</strong></span>: Internal calls</li><li><span style="color: rgb(204,153,255);"><strong>Mauve</strong></span>: Internal non-connected calls</li><li><span style="color: rgb(255,0,0);"><strong>Red</strong></span>: Abandoned DDI (Direct Dialled In) calls</li><li><span style="color: rgb(255,0,255);"><strong>Pink</strong></span>: Tandem calls</li></ul><table class="wysiwyg-macro" data-macro-name="info" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2luZm99&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="RICH_TEXT"><tr><td class="wysiwyg-macro-body"><p><span>The calls you see in the <span class="reference">Call view </span>screen pertain only to the area to which the logged-in user has been granted access; </span><span>administrators see calls from all sites.</span></p></td></tr></table><h2>Column headers</h2><p>The <span class="reference">Call View</span> screen can be customised by each web user to show only the columns they are interested in. To add or remove columns, click on the <span class="button">Columns</span> tab, which will display the following panel:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3MTQ0L2NhbGxfdmlld19jb2x1bW5zLnBuZ30&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817144/call_view_columns.png"></p><p>Include a column header in the list by ticking the box alongside each one. Click the <span class="button">Save</span> button to apply your changes.</p><p>Each column header displayed in the <img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3JlZmVyZW5jZW1hY3JvOkxhYmVsPUNhbGwgdmlld30&locale=en_GB&version=2" data-macro-name="referencemacro" data-macro-parameters="Label=Call view"> list is described in the table below:</p><table class="confluenceTable"><tbody><tr><th class="confluenceTh">Field name</th><th colspan="2" class="confluenceTh">Description</th></tr><tr><td class="confluenceTd"><strong>Date</strong></td><td colspan="2" class="confluenceTd">The date the call started</td></tr><tr><td class="confluenceTd"><strong>Time</strong></td><td colspan="2" class="confluenceTd">The time the call started</td></tr><tr><td class="confluenceTd"><strong>Source</strong></td><td colspan="2" class="confluenceTd">The place from where the call originated</td></tr><tr><td class="confluenceTd"><p><strong>Route</strong></p></td><td colspan="2" class="confluenceTd"><p>The information displayed in this field is determined by the type of call:</p><ul><li>for incoming calls, this shows the CLI of the caller;</li><li>for incoming internal calls, this shows either the caller's username or extension number;</li><li>for outgoing calls, this shows the dialled number.</li></ul></td></tr><tr><td class="confluenceTd"><p><strong>Destination</strong></p></td><td colspan="2" class="confluenceTd"><p>The information displayed in this field is determined by the type of call:</p><ul><li>for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available;</li><li>for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list;</li><li>for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ].</li></ul></td></tr><tr><td class="confluenceTd"><strong>Response</strong></td><td colspan="2" class="confluenceTd">The time it took for the call to be answered (in seconds)</td></tr><tr><td class="confluenceTd"><strong>Duration</strong></td><td colspan="2" class="confluenceTd">The duration of the call (in hours, minutes and seconds)</td></tr><tr><td class="confluenceTd"><strong>Cost</strong></td><td colspan="2" class="confluenceTd">The cost of the call</td></tr><tr><td class="confluenceTd"><strong>CLI</strong></td><td colspan="2" class="confluenceTd">The telephone number of the remote caller for inbound calls</td></tr><tr><td class="confluenceTd"><strong>Dialled number</strong></td><td colspan="2" class="confluenceTd">The number that was dialled in order to reach a particular destination</td></tr><tr><td class="confluenceTd"><strong>Source name</strong></td><td colspan="2" class="confluenceTd">The name of the person who made the call</td></tr><tr><td class="confluenceTd"><strong>Source ID</strong></td><td colspan="2" class="confluenceTd">The ID of the person who made the call</td></tr><tr><td class="confluenceTd"><strong>Destination name</strong></td><td colspan="2" class="confluenceTd">The name of the destination called, e.g. Manchester, Tri-Line, London</td></tr><tr><td class="confluenceTd"><strong>Destination ID</strong></td><td colspan="2" class="confluenceTd">The ID of the destination called</td></tr><tr><td class="confluenceTd"><strong>Tariff</strong></td><td colspan="2" class="confluenceTd">The name of the tariff table that was used to cost the call, e.g. BT</td></tr><tr><td class="confluenceTd"><strong>Tariff band</strong></td><td colspan="2" class="confluenceTd">The specific tariff band that was used to cost the call, e.g. International, National, Mobile etc.</td></tr><tr><td class="confluenceTd"><strong>Account code</strong></td><td colspan="2" class="confluenceTd">The account code associated with the call</td></tr><tr><td class="confluenceTd"><strong>LCR Digits</strong></td><td colspan="2" class="confluenceTd">The Least Cost Routing (LCR) digits used to route the call</td></tr><tr><td class="confluenceTd"><strong>Trunk access code</strong></td><td colspan="2" class="confluenceTd">The trunk access code used to access a group of channels</td></tr><tr><td class="confluenceTd"><strong>Data source</strong></td><td colspan="2" class="confluenceTd">The location where the call originated</td></tr><tr><td class="confluenceTd"><strong>Call reference</strong></td><td colspan="2" class="confluenceTd">Any call reference number associated with the call</td></tr><tr><td class="confluenceTd"><p><strong>Flags</strong></p></td><td class="confluenceTd"><p>Any flags associated with a call, as described below:</p><ul><li><img class="confluence-embedded-image icon confluence-external-resource" alt="Listen to the recording button" src="http://www.tri-line.com/common/img/documentation/tim_plus/gray_recording_button.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/gray_recording_button.png"> The call has no associated voice recording</li><li><img class="confluence-embedded-image icon confluence-external-resource" alt="Listen to the recording button" src="http://www.tri-line.com/common/img/documentation/tim_plus/recording_button.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/recording_button.png"> The call has an associated voice recording; click on the icon to listen to the call</li><li><img class="confluence-embedded-image icon confluence-external-resource" alt="Score the call" src="http://www.tri-line.com/common/img/documentation/tim_plus/score_button.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/score_button.png"> The call has not been scored; click on the icon to score the call</li><li><img class="confluence-embedded-image icon confluence-external-resource" alt="View the score" src="http://www.tri-line.com/common/img/documentation/tim_plus/scored_button.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/scored_button.png"> The call has been scored; click on the icon to review scoring information for the call</li><li><img class="confluence-embedded-image icon confluence-external-resource" alt="Add a note button" src="http://www.tri-line.com/common/img/documentation/tim_plus/note_button_1.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/note_button_1.png"> The call has not been annotated; click on the icon to add a note to the call</li><li><img class="confluence-embedded-image icon confluence-external-resource" alt="Review notes button" src="http://www.tri-line.com/common/img/documentation/tim_plus/note_button_2.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/note_button_2.png"> The call has one or more associated notes; click on the icon to review the note(s)</li><li><img class="confluence-embedded-image icon confluence-external-resource" alt="No legs" src="http://www.tri-line.com/common/img/documentation/tim_plus/gray_add_button.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/gray_add_button.png"> The call has no related transfer legs</li><li><img class="confluence-embedded-image icon confluence-external-resource" alt="See additional legs" src="http://www.tri-line.com/common/img/documentation/tim_plus/add_button.png" data-image-src="http://www.tri-line.com/common/img/documentation/tim_plus/add_button.png"> The call has related transfer legs; click on the icon to view all transfers associated with the call</li></ul></td><td class="confluenceTd"> </td></tr><tr><td class="confluenceTd"><strong>Voice location</strong></td><td colspan="2" class="confluenceTd">The unique ID of the call recording device that captured audio for the call</td></tr><tr><td class="confluenceTd"><strong>Voice filename</strong></td><td colspan="2" class="confluenceTd">The unique call reference identifying any voice recording associated with the call</td></tr></tbody></table><h5>Reordering column headers</h5><p>Each column header can be reordered by clicking and dragging it to the new location, as shown below:</p><p><img class="editor-inline-macro" src="/plugins/servlet/confluence/placeholder/macro?definition=e3NjcmVlbnNob3RtYWNybzpCb3JkZXI9ZmFsc2V8VVJMPS9kb3dubG9hZC9hdHRhY2htZW50cy80ODE3MTQ0L2NhbGxfdmlld19yZW9yZGVyaW5nX2NvbHVtbnMucG5nfQ&locale=en_GB&version=2" data-macro-name="screenshotmacro" data-macro-parameters="Border=false|URL=/download/attachments/4817144/call_view_reordering_columns.png"></p><p>Columns can be sorted by clicking the relevant column header, with each click toggling between ascending and descending order. A small triangle is displayed alongside the column header to indicate the current sorting order.</p><table class="wysiwyg-macro" data-macro-name="info" style="background-image: url(/plugins/servlet/confluence/placeholder/macro-heading?definition=e2luZm99&locale=en_GB&version=2); background-repeat: no-repeat;" data-macro-body-type="RICH_TEXT"><tr><td class="wysiwyg-macro-body"><p>Any layout changes you make to the <span class="reference">Live calls</span> panel are saved only for the current web user and do not affect other web users.</p></td></tr></table>
Attachments
Labels
Location
< Edit
Preview >
Loading…
Save
Cancel
Next hint
search
attachments
weblink
advanced