Nortel CallPilot

Reporter Guide

NN44200-603
.
Document status: Standard
Document version: 01.05
Document date: 20 September 2007

Copyright © 2007, Nortel Networks

All Rights Reserved.

Sourced in Canada

The information in this document is subject to change without notice. The statements, configurations, technical
data, and recommendations in this document are believed to be accurate and reliable, but are presented without
express or implied warranty. Users must take full responsibility for their applications of any products specified in this
document. The information in this document is proprietary to Nortel Networks.

The process of transmitting data and call messaging between the CallPilot server and the switch or system is
proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user
license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by
alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate
termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Trademarks
*Nortel, the Nortel logo, the Globemark, and Unified Networks, BNR, CallPilot, DMS, DMS-100, DMS-250,
DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail,
Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of Nortel Networks.

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA is a trademark of Qualcomm.

eTrust and InoculateIT are trademarks of Computer Associates Think Inc.

FOXFIRE is a trademark of Mozilla Corporation.

DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,

MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO,
WINDOWS, WINDOWS MEDIA, and WINDOWS NT are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

LOGITECH is a trademark of Logitech, Inc.

McAfee and NETSHIELD are trademarks of McAfee Associates, Inc.

MYLEX is a trademark of Mylex Corporation.

NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, In.

RADISYS is a trademark of Radisys Corporation.

SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.

SYBASE is a trademark of Sybase, Inc.

TEAC is a trademark of TEAC Corporation

US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.

WINZIP is a trademark of Nico Mark Computing, Inc.

XEON is a trademark of Intel, Inc.

All other trademarks and registered trademarks are the property of their respective owners.
 5

Publication History
September 2007
CallPilot 5.0, Standard 01.05 of the CallPilot Reporter Guide is updated
per CR Q01717441.

July 2007
CallPilot 5.0, Standard 01.04 of the CallPilot Reporter Guide is updated per
CR Q01684679-01.

June 2007
CallPilot 5.0, Standard 01.03 of the CallPilot Reporter Guide is updated with
Reason codes 13 and 14 in Audit Trail Detail Reports.

April 2007
CallPilot 5.0, Standard 01.02 of the CallPilot Reporter Guide is issued for
general release.

March 2007
CallPilot 5.0, Standard 01.01 of the CallPilot Reporter Guide is issued for
general release.

July 2005
CallPilot 4.0, Standard 1.03 of the CallPilot Reporter Guide is issued for
general release.

July 2005
CallPilot 4.0, Standard 1.02 of the CallPilot Reporter Guide is issued for
general release.

July 2005
Standard 1.01 of the CallPilot Reporter Guide is issued for general release.

July 2005
Standard 1.0 of the CallPilot Reporter Guide is issued for general release.

May 2003
Released as Standard 1.0 for CallPilot 2.02 (2.01.27.05).

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6 Publication History

September 2002
Released CallPilot Reporter Guide 2.0 as Standard issue.

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 7

Contents
Chapter 1 How to get Help 11
Chapter 2 Getting started with Reporter 13
Overview of CallPilot Reporter 13
Services 14
Overview of reports and alerts 14
Reporter requirements 15
CallPilot online Help and documentation 18
Chapter 3 Using reports and alerts 21
Starting CallPilot Reporter 22
Exiting CallPilot Reporter 24
Enabling data collection 25
Adding reports and alerts to the report list 27
Removing reports and alerts from the list 28
Duplicating a report or alert 29
Viewing a report or alert 30
Checking alert status 31
Overview of customization 32
Adding comments to reports or alerts 33
Sorting the data in reports or alerts 33
Filtering data in reports 34
Set a threshold for an alert 37
Overview of printing and exporting 38
Printing or exporting based on a schedule 40
Printing or exporting alerts when they are triggered 43
Printing or exporting on demand 44
Printing or viewing reports as graphs 46
Printing a list of reports or alerts 48
Chapter 4 Administration tasks 49
Overview 49
Changing the database storage period 51
Backing up and restoring the Reporter database 52
Changing the alert hours 54
Changing the traffic units 55

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8 Contents

Troubleshooting 55
Chapter 5 Interpreting reports and alerts 57
Types of reports 57
Benefits of reports and alerts 59
Guidelines for interpreting reports and alerts 62
Chapter 6 System status reports 65
Service Quality Summary Report 65
Service Quality Detail Report 67
Channel Usage Report 69
Multimedia File System Usage Monitor Report 70
Disk Usage Report 71
Chapter 7 Administration report 73
Administration Action Report 73
Chapter 8 Traffic reports 75
Productivity Report 75
System Traffic Summary Report 76
Chapter 9 Messaging reports 81
Call Answering/User Responsiveness Report 81
Inactive User Report 83
Mailbox Call Session Summary Report 84
Mailbox Counts Report 87
Voice Messaging Activity Report 88
Desktop Messaging Activity Report 90
Fax Messaging Activity Report 91
Messaging Usage Report 92
Speech-Activated Messaging Report 94
Top Users of Storage Report 96
Users Exceeding Storage Limit Report 97
Chapter 10 Multimedia report 99
Building Block Summary Report 99
Chapter 11 Outcalling reports 103
DTT Activity Report 103
DTT Audit Trail Summary Report 106
DTT Audit Trail Detail Report 107
Fax Deliveries Activity Report 109
Fax On Demand Audit Trail Summary Report 112
Fax On Demand Audit Trail Detail Report 115
Fax Print Audit Trail Summary Report 117
Fax Print Audit Trail Detail Report 119
RN Activity Report 122
RN Audit Trail Summary Report 124
RN Audit Trail Detail Report 126

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 Contents 9

Chapter 12 Networking reports 131

Networking Activity Report 131
Open Networking Activity Report 134
Chapter 13 Bill-back reports 137
800 Access Bill-back Report 137
DTT Usage Bill-back Report 138
Messaging Usage Bill-back Report 139
Network Usage Bill-back Report 140
RN Usage Bill-back Report 140
Fax on Demand Bill-back Report 141
Fax Print Bill-back Report 142
Chapter 14 Voice Form reports 145
Voice Form Callers Detail Report 145
Voice Form Summary Report 146
Voice Form Transcribers Detail Report 146
Chapter 15 Alert reports 149
Failed DTT Alert 149
Failed RN Alert 150
RN Target Problem Alert 151
Failed Networking Sessions Alert 152
Failed Fax Delivery Alert 153
Excessive After-Hours Logons Alert 154
Excessive Thru-Dialer Access Alert 156
Excessive Incomplete Messaging Accesses Alert 158
Excessive Failed Logons Alert 159
Index 161

Nortel CallPilot
Reporter Guide
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10 Contents

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 11

Chapter 1
How to get Help
This section explains how to get help for Nortel products and services.

Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel
Technical Support Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
• download software, documentation, and product bulletins
• search the Technical Support Web site and the Nortel Knowledge Base
for answers to technical issues
• sign up for automatic notification of new software and documentation
for Nortel equipment
• open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support
Web site, and you have a Nortel support contract, you can also get help
over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone
number for your region:

www.nortel.com/callus

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12 Chapter 1 How to get Help

Getting Help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. To locate the ERC for your product or service, go to:

www.nortel.com/erc

Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor
or authorized reseller, contact the technical support staff for that distributor
or reseller.

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 13

Chapter 2
Getting started with Reporter
This chapter contains the following topics:

"Overview of CallPilot Reporter" (page 13)

"Overview of reports and alerts" (page 14)

"Reporter requirements" (page 15)

"CallPilot online Help and documentation" (page 18)

Overview of CallPilot Reporter

Reporter is a Web-based application that helps you analyze and manage
your CallPilot* system. Report data is pushed to the Reporter database from
the CallPilot server through Open Database Connectivity (ODBC) (TCP/IP).
Reporter converts raw statistics from your server into easy-to-read reports.
Note: The Reporter application runs on the Reporter Web server and
has no significant impact on the CallPilot server memory or processor
load.

Reporter offers the following capabilities:

• View on demand—View reports and alerts at any time for a period
that you specify.
• Customize—Customize reports to only include relevant data. For
example, you can filter the data in a report to show activities that occur
in a particular department.
• Print—Schedule reports to print on a regular basis, or print reports
on demand. When you use a print schedule, you can monitor system
usage over a period of time and identify patterns and trends. You can
also set up alerts to print when they are triggered.
• Export—Export report information to a variety of file formats so that you
can easily distribute the information to others who need it. For example,

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14 Chapter 2 Getting started with Reporter

you can display exported reports on the World Wide Web, over an
organizational intranet, or in a spreadsheet program.

Feature availability
To use and start Reporter, you must have Full Administrator rights or
partial Administrator rights with Reporter Administration enabled in CallPilot
manager.

Services
The following services must be running for CallPilot Reporter to run properly:
• CallPilot Reporter
• SQL AnyWhere
• WWW Publishing Service

Overview of reports and alerts

Reports organize the operational measurements (OMs) collected by your
server into a format that you can study and analyze. When you study reports
over a period of time, you can identify trends and patterns related to system
usage. With this information, you can improve the overall efficiency of your
system, increase system security, and troubleshoot potential problems.

Reporter also includes alerts. Alerts are special reports that warn you about
potential problems with the server hardware, software, or security. Alerts
are automatically triggered when a predefined threshold is exceeded. For
example, if the threshold value for the Excessive After-Hours Logons Alert
is set to 25, the alert is triggered when 26 or more after-hours logons occur.

Report example
The Channel Usage Report shows information related to Digital Signal
Processor (DSP) channels. The report extracts any relevant information and
organizes it according to the number of incoming calls and outgoing calls.

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 Reporter requirements 15

Benefits of reports
Analyze the information in reports to establish a pattern of normal system
behavior. As you collect reports over time, you can:
• monitor system usage and system security
• assess the overall efficiency of your system
• detect potential system problems
• bill users for service usage
• identify alerts that result from possible hacker activity or potential
software problems

For more information about interpreting reports, see Chapter 5 "Interpreting

reports and alerts" (page 57).

Reporter requirements
This guide assumes that the CallPilot server is correctly installed and is
operational. If the CallPilot server is not installed, install it before you
proceed. For installation instructions, see the installation guide appropriate
to your server type.

Reporter is available as an installation option when you install CallPilot

Manager. During installation of CallPilot Manager, Crystal Reports and a
Sybase database are installed on the Web server.

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16 Chapter 2 Getting started with Reporter

You can only install Reporter when CallPilot Manager is installed on a

Stand Alone server. For more information see CallPilot 5.0 Software
Administration and Maintenance (NN44200-600).

When installation is complete, the report data is stored in the following

directory: C:\Nortel\Data.

Compatibility
CallPilot Reporter is not backward-compatible with the CallPilot 1.07 server
or client software.

Server requirements
This section contains the following requirement sections:

"Operating system" (page 16)

"Disk space" (page 16)

"Client computers" (page 17)

"Support for CallPilot servers" (page 17)

Operating system
You must install Reporter on a stand-alone Windows Web server. You
cannot install Reporter on a CallPilot server. Reporter is not available for
installation when you install CallPilot Manager on a CallPilot server.
The supported server operating systems are:
• Windows 2000 (IIS 5.0)
• Windows 2003 (IIS 6.0)

Disk space
Reporter stores operational measurement (OM) data collected by CallPilot
servers on the Reporter Web server. The amount of data that Reporter
stores on the Web server depends on a number of factors, including:
• the number of CallPilot servers that you use with Reporter
• the number of mailboxes stored on each CallPilot server
• the number of DSP channels in service
• the volume of traffic in your messaging system
• the database storage period defined in Reporter

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 Reporter requirements 17

If the CallPilot Web server has insufficient disk space for incoming data,
CallPilot servers stop transferring to Reporter. During Reporter software
installation, the installation program calculates the amount of free space that
remains on drive C. If less than 200 Mbytes of free disk space is available,
the installation program displays a warning.

The 200 Mbytes limit is based on the potential database size for a
single CallPilot system after several days of heavy traffic. Consider the
factors described in the preceding list to assess the potential disk space
consumption on your Reporter Web server. In general, the more disk space
provided, the better.

For information about changing the database storage period on the Reporter
Web server, see "Changing the database storage period" (page 51).

ATTENTION
Reporter checks only for the amount of free disk space during the Reporter
installation process.
To ensure that the CallPilot server can transfer collected OM data to Reporter,
regularly monitor the amount of free disk space on the Web server.
If an interruption in the LAN connection between the CallPilot server and Reporter
occurs, the CallPilot server transmits the backlog of OM data when the connection
is restored. If the interruption is of significant duration, the process of transmitting
this data can consume up to 35 percent of the CPU cycles until the backlog is
cleared. In a busy system, call processing can be noticeably slower during that
time.

Client computers
Reporter supports the following operating systems and Web browsers:
• Operating system—Windows 2000, 2003, XP, and VISTA
• Web browsers—Internet Explorer 6 and 7, and Mozilla Foxfire 1.5 and 2
• Java(TM) 2 Runtime Environment (JRE) version 1.4.2.04 and 1.5
Note: JRE version 1.4.2.04 is included on your Application CD.

Support for CallPilot servers

In CallPilot, a single instance of CallPilot Reporter running on a
customer-provided Web server supports up to a maximum of 20 CallPilot
servers.

The customer-provided Web server must be a Microsoft Internet Information

Server (IIS) running Windows 2003.

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18 Chapter 2 Getting started with Reporter

CallPilot online Help and documentation

CallPilot online Help and documentation incorporate the following:
• CallPilot Manager online Help is the primary source of procedural
information.
• This Reporter Guide (NN44200-603) is available only in PDF format.

This guide assumes the following:

• The CallPilot server is correctly installed and is operational.
• The switch is installed and provisioned to support your CallPilot system.

If the CallPilot server is not installed, install the server before you proceed.
For installation instructions, see the Installation and Configuration Task List
(NN44200-306) and the server installation guide for your server.
CallPilot technical documents are stored on the CallPilot documentation
CD that you receive with your system. The documents are also available
from the following sources:
• CallPilot Manager
• My CallPilot
• the Nortel Partner Information Center (PIC) at
www.nortel.com/pic
You require a user ID and password to access the PIC. If you do not
have a PIC account, click Register to request an account. It can take up
to 72 hours to process your account request.

You can print part or all of a guide, as required.

Troubleshooting
The Troubleshooting Guide (NN44200-700) describes symptoms that can
appear on all CallPilot server platforms and describes ways to resolve them.
The Troubleshooting Guide (NN44200-700) is available from the Nortel PIC.

Using online sources

The CallPilot Manager and CallPilot Reporter software contain online Help
that provides access to:
• technical documentation in Acrobat PDF format
• online Help topics in HTML format

To access online information, use either of the following methods:

• Click the orange Help button at the top of any screen to access the
Administration Help area.

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 CallPilot online Help and documentation 19

• Click the grey Help button on any screen to display a topic that relates to
the contents of the screen.

For more information about using these Help systems, access the CallPilot
Manager Help, open the Getting Started book, and click Navigating CallPilot
Manager Help.

Contacting Nortel
If you have comments or suggestions for improving CallPilot and its
documentation, contact Nortel at the following Web site address:

www.nortel.com/contactus

Reference documents
For a list of all CallPilot documents, see the following CallPilot Customer
Documentation Map.

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20 Chapter 2 Getting started with Reporter

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 21

Chapter 3
Using reports and alerts
This chapter contains the following topics:

"Starting CallPilot Reporter" (page 22)

"Exiting CallPilot Reporter" (page 24)

"Enabling data collection" (page 25)

"Adding reports and alerts to the report list" (page 27)

"Removing reports and alerts from the list" (page 28)

"Duplicating a report or alert" (page 29)

"Viewing a report or alert" (page 30)

"Checking alert status" (page 31)

"Overview of customization" (page 32)

"Adding comments to reports or alerts" (page 33)

"Sorting the data in reports or alerts" (page 33)

"Filtering data in reports" (page 34)

"Set a threshold for an alert" (page 37)

"Overview of printing and exporting" (page 38)

"Printing or exporting based on a schedule" (page 40)

"Printing or exporting alerts when they are triggered" (page 43)

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22 Chapter 3 Using reports and alerts

"Printing or exporting on demand" (page 44)

"Printing or viewing reports as graphs" (page 46)

"Printing a list of reports or alerts" (page 48)

Starting CallPilot Reporter

Start CallPilot Reporter from CallPilot Manager or from your Web browser
by performing the following procedure.

Step Action

1 If you are logged on to CallPilot Manager, choose Tools > Reporter.

Note: If you are on the main page of CallPilot Manager, you can
also click the CallPilot Reporter link to start Reporter.

2 If you are not logged on to CallPilot Manager, in the Address box of

your Web browser, type the URL http://<report-server>/cpmgr/cprpt
for CallPilot Reporter and then press Enter.
a. On the CallPilot Manager logon page, specify the logon
information.
b. Type your mailbox number and password.
c. Specify the computer name of the CallPilot server you want to
access.
Note: You cannot log on to CallPilot Manager using the IP
address when accessing Reporter on the Web server. The
CallPilot server and the Web server must be on the same
network segment. There must be no firewall between the
CallPilot server and the Web server.

d. Click Login.
Tip: You can create a shortcut on your desktop to access the
CallPilot logon page quickly. For more information, see the online
Help.

—End—

The CallPilot Reporter page

The CallPilot Reporter window displays the report and alert categories on
the left side of the window. To display the reports for a specific category,
click the category name. The reports available for that category appear on
the right side of the window.

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 Starting CallPilot Reporter 23

Confirming a first-time connection to a CallPilot server

Step Action

1 After you successfully log on to Reporter, click System Log.

Result: The Reporter Log appears.

2 Look for the message "Connection to CallPilot Server" in the log.

• If the message appears, your connection to CallPilot is
successful.
Note: The message "Connection to CallPilot Server" only
appears in the system log the first time an administrator logs
on to a CallPilot system. If a subsequent successful logon by
another administrator exists, the message does not appear
in that administrator’s system log.

• If an error occurs, close the Reporter Log window, click Logout

& Erase to delete the Reporter profile, and try to log on again. If
Reporter still cannot connect to CallPilot, ensure that the network
connection between the stand-alone Web server and CallPilot
is working, and then try to log on again.
Note: The Logout & Erase link is located at the top of the
CallPilot Report window.

—End—

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24 Chapter 3 Using reports and alerts

Displaying a list of reports or alerts

Step Action

1 If CallPilot Reporter is not already open, choose Tools > Reporter

to open CallPilot Reporter.
Result: The CallPilot Reporter window appears and lists the report
and alert categories.

2 In the Categories section, click the appropriate report category.

For example, to find the System Traffic Summary Report, click Traffic
Reports.
To view the list of alerts, click Alert Reports.
Result: The list of reports in that category appears on the right side
of the page.

—End—

Exiting CallPilot Reporter

You can exit Reporter in two ways:
• Exit and save your profile—Save your Reporter settings and custom
reports for future use when you log off.
• Exit and remove your profile—Remove all custom settings and reports
when you log off.

Note: If you are the last person with settings and reports stored on this
system and you remove your profile, all operational measurements (OM)
data and scheduled cleanup jobs are deleted. The first time a new user
logs on to Reporter for the CallPilot system, OM data collection restarts
automatically. For more information about profiles, see "Reporter
profiles" (page 49).

Exiting Reporter and saving your profile

Step Action

1 On the CallPilot Reporter page, click Logout.

—End—

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 Enabling data collection 25

Exiting Reporter and removing your profile

Step Action

1 On the CallPilot Reporter page, click Logout & Erase.

Result: A confirmation message asks if you are sure you want to
remove this system.

2 Click Yes.
Result: Reporter ends the session and deletes all custom reports
and custom settings.
The next time you log on to Reporter, a new profile is created for you.

—End—

Note: If any change in the Computer Name of the CallPilot server that
Reporter is connecting to occurs, click Logout & Erase to remove the
profile from Reporter prior to the changes being made. Reconnect after
the change is made. This action is required if the connecting CallPilot
server is completely removed from the network.

Enabling data collection

Operational measurements (OM) data is used for reporting system activity
and usage. Many activities within a CallPilot system generate operational
measurements that you can review, monitor, and evaluate with Reporter.

Data collection in CallPilot Reporter

The following diagram shows how OM data is collected, stored, and
displayed.

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Data collection on the OM server

To generate reports, OM data collection must be enabled on the CallPilot
server. The CallPilot server collects OM data and stores the data, as well
as summary information, in the OM server at 1-hour intervals. You can
turn OM data collection on or off in CallPilot Manager, and you can store
collected data on the OM server for up to 10 days.

Data collection on the Reporter Web server

The first time an administrator connects to a CallPilot server with Reporter,
Reporter begins receiving OM data for that CallPilot server and stores
the data in the Reporter database. Reporter continues storing OM data
for a CallPilot server as long as a profile exists for the server. For more
information about profiles, see "Reporter profiles" (page 49).
The storage period for the Reporter database is configured in Reporter.
Access to Reporter administration tasks depends on your administrative
privileges. For more information, see Chapter 4 "Administration tasks"
(page 49).

Enabling OM data collection

Step Action

1 In CallPilot Manager, click System > OM Configuration.

Result: The OM Configuration page appears.

2 Select the Collect OMs check box to enable OM data collection.

3 In the Storage Size (in Days) box, type the number of days to store
data on the OM server.
4 Click Save.

—End—

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 Adding reports and alerts to the report list 27

Adding reports and alerts to the report list

To view, print, or export a report, the name of the report must appear in the
CallPilot report list. To get started, eight reports and six alerts, which are
used on a regular basis, appear in the report categories. If you require
additional reports in any category, you can add them to the report list.

Adding reports and alerts to the CallPilot Reporter window

Step Action

1 In Reporter, under the Categories section, click the type of report

you want to add.
Result: The reports for this category appear on the left side of the
page.

2 Click Add new.

Result: The Add new report from <Category> Reports window
appears.

3 Under Available Reports, select the check boxes adjacent to the

reports you want to add.
Tip: To see the information in the report, click the name of the
report. The report details appear to the right.

4 Click Add.

5 Click OK to respond to the confirmation message.

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28 Chapter 3 Using reports and alerts

Result: The report is added to the report list on the main Reports
page.
If you add a report that already appears in the report list, CallPilot
Reporter assigns a number to the duplicate report name and adds
the report name with the assigned number to the list. For example, if
you add a copy of the Channel Usage Report, a copy of the report,
named Channel Usage Report (2), appears in the list.
6 To change the default name, click the name in the report list.
Result: The Properties window for the new report appears.

7 In the Properties window, under General Settings, change the

name in the Report Name box. The maximum length of a report
name is 50 characters.
8 In the Comments box, type any additional information about the
report. The maximum length of comments is 250 characters.

9 Click Save.
Result: You can now run, print, or customize the report.

—End—

Removing reports and alerts from the list

If you seldom use a report or alert, you can remove it from the CallPilot
report list. This ensures that your display does not become cluttered with
unused reports.

Example
During the last two months, you used the Fax Delivery Report to monitor
fax transmission errors. However, the fax problem is now solved and you
no longer need this report.

What happens when you remove a report or alert

When you remove a report or alert, you delete the report from the report list
on the CallPilot Reporter main page and cancel the report print schedule.
However, a permanent copy of the original report remains on the Add New
page. This means that you can add the report to the report list in the future.
Note: Duplicated reports are deleted permanently from the CallPilot
Reporter program.

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Removing a report or alert

Step Action

1 Display the list of reports in the appropriate report category.

2 In the report list, select the check box adjacent to the reports you
want to remove.
Note: To select all reports, select the check box in the header
row of the list. To deselect all reports, clear the check box in
the header row.

3 Click Delete.
Result: A confirmation dialog box appears.

4 Click OK to confirm the deletion.

Result: The reports are removed from the list.

—End—

Duplicating a report or alert

You can create a new report or alert based on an existing report and then
customize the new report to suit your needs.

Example
The Inactive Users Report shows the last logon date for all users who
are logging to their voice mail. If you want to monitor inactive users by
department, you can make several copies of the report, and then apply filters
to each copy of the report to show only inactive users from one department.
For example, you can create the Inactive Users/Accounting Report to
show users in the accounting department, and the Inactive Users/Human
Resources Report to show users in the human resources department.

Creating a report from an existing report or alert

Step Action

1 Display the list of reports in the appropriate report category.

2 In the report list, select the check box adjacent to the report that you
want to use as the basis for the new report.

3 Click Duplicate.

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Result: Reporter automatically assigns a number to the duplicate

report name and adds the report to the CallPilot Reporter list. For
example, if you duplicate the Channel Usage Report, a copy of the
report, named Channel Usage Report (2), appears in the list.

4 To change the default name, click the name of the duplicated report
in the report list.
The Properties window appears.

5 In the Properties window, under General Settings, change the

name in the Report Name box.

6 If desired, in the Comments box, type details about the report.

7 Select filtering criteria and sorting criteria. See "Filtering data in

reports" (page 34) and "Adding comments to reports or alerts" (page
33).

8 Click Save.

—End—

Viewing a report or alert

You can generate a report and view it on the screen at any time.

Before you view a report on the screen, specify the number of days of data
that you want the report to contain. For example, you can set the report to
display data for three days—Monday, Tuesday, and Wednesday. Set up the
report to collect data from Monday at 12:00 a.m. to Wednesday at 12:00
p.m.

Tips
Here are some useful tips for viewing reports:
• To increase or decrease the size of the report, click the size percentage
field at the top of the window.
• To scroll through the pages one at a time, use the left and right arrow
buttons.
• To print the report, click the printer icon.

Viewing a report or alert

Step Action

1 Display the list of reports in the appropriate report category.

2 Click the name of the report you want to view.

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Result: The Properties window for that report appears.

3 Scroll down to the Output Options section.

4 Select the format for the report. The available formats are Tabular
Format and Graph. You can select a single format or both formats.
Note: Not all reports support the Graph option.

5 Click Save.
Result: The CallPilot Reporter main page appears.

6 On the CallPilot Reporter page, in the Start Date & Time boxes,
select the first date and time for the data included in the report (for
example, Jan 14, 2007, 14:00).
Note: The time boxes use the 24-hour clock.

7 In the End Date & Time boxes, select the last date and time for
data included in the report.
8 In the report list, select the check box adjacent to the report you
want to view.

9 Click Run.
Result: The selected report appears.
Note: You can view a report or alert only on an on-demand
basis. Although you can select Export Report or Print Report
schedule exporting and schedule printing, clicking Run displays
the report or alert on the screen. Export Report and Print Report
options are designed only for schedule exporting and printing
and when alert is triggered.

—End—

Checking alert status

When an alert is triggered, the Triggered column displays the date when the
alert was triggered.

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Reporter updates the status of the alert each time it performs an alert check.
• If the collected data still exceeds the alert threshold, Reporter updates
the date in the Triggered column.
• If the collected data no longer exceeds the alert threshold, Reporter
clears the alert.

To maintain a record of the alert over time, you can schedule the alert to
print or export alert data when the alert is triggered. For more information,
see "Printing or exporting alerts when they are triggered" (page 43).

Viewing alert status

Step Action

1 In the Categories list, select the Alert Reports category.

—End—

Overview of customization
When you customize a report or alert, you can eliminate excessive data
and organize the remaining information into an easy-to-read format.
Well-organized reports improve the speed and accuracy with which you
interpret data.

Note: You can customize only the data in a report. The fields in a report
are predefined and cannot be changed.

How you can customize reports and alerts

You can customize a report or alert in various ways, as shown in the
following table.

Customization Reports Alerts

add comments

sort

filter

set a threshold

Add comments
You can add comments to specify additional information about the data.

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 Sorting the data in reports or alerts 33

Sort
You can organize the data in a report so that relevant information is grouped
together. This makes it easier to analyze and interpret information.

Filter
You can filter to reduce the volume of data displayed in a report. For
example, instead of showing data for all users, you can use filtering to only
select data for users in one department.

Set a threshold for an alert

You can set a threshold for an alert to specify the number of events that
must occur before the alert is triggered.

Adding comments to reports or alerts

When you add comments to the data in a report, you ensure that additional
information is not forgotten or overlooked.

Limitations
Comments are visible only on the screen. They do not appear on the
printed report.

Adding comments to a report

Step Action

1 Display the list of reports in the appropriate report category.

2 Click the name of the report to which you want to add comments.
Result: The Properties window for that report appears.

3 In the General Settings section, type any additional information

about the report in the Comments box.
4 Click Save.

—End—

Sorting the data in reports or alerts

You can sort the data in a report to ensure that relevant information is
grouped together. This makes it easier to analyze and interpret information.

Example
The Inactive User Report shows the last logon date for all users who
are accessing their mailboxes. Use the sorting feature to group users by
mailbox instead of name.

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Limitations
Some reports cannot be sorted. You cannot sort the report if the Sorting
section does not appear after the General Settings section in the Properties
window. Also, not all items on the report can be sorted.

Sorting the data in a report or alert

Step Action

1 Display the list of reports in the appropriate report category.

2 Click the name of the report you want to sort.

Result: The Properties window for that report appears.
3 In the Sorting section, select the sort criteria in the Sort by and
Then by lists.

By default, the data is sorted in ascending order. To reverse the

order, click the Descending option buttons. You can specify up to
four sort criteria. Each additional criterion sorts within the previous
criterion.
4 Click Save.

—End—

Filtering data in reports

When you filter data, you limit the scope of the data in a selected report.
For example, if you set the selection criteria for the Messaging Usage
Bill-back Report to include a particular department, the resulting report only
contains data for that department.

Limitation
Some reports cannot be filtered. If the Selection Criteria section does not
appear in the Properties window, you cannot filter the report.

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Filter data
Before you can filter data, you must define your selection criteria. The three
types of selection criteria are item, operator, and value.

Item
The item is the main criterion that Reporter uses to filter data. Each report
has its own items, which are displayed in the Item list. For example, the
items listed in the Top Users of Storage report are Mailbox Class and Switch
location.

Operator
The operator is a mathematical function that compares the item with the
value. You can use seven possible operators to define your criteria:
• equal to
• not equal to
• greater than
• less than
• greater than or equal to
• less than or equal to
• is like

Value
The value specifies a range for the criterion chosen from the Item list.
The information you enter in this box depends on the item you select. For
example, if you select Name as the item, the value must be the name of a
user. If you select Department, the value must be a department name.

Using wildcard characters

If you use the is like operator, you can use wildcard characters in your filter
value. The wildcard characters include the asterisk (*) and the question
mark (?).

You can use the asterisk (*) to represent multiple characters. For example,
in the Top Users of Storage report, if you want to include only those users
whose names start with Ma, select Name as the item, is like as the operator,
and type Ma* as the value.

You can also use the question mark (?) to represent a single character. For
example, if you want a report to include all mailboxes in the range 4350
to 4359, use the filter value 435?.

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Filtering example
The Top Users of Storage Report helps you determine which mailbox owners
use the most voice storage. To reduce the scope of the data displayed in
this report, select Mailbox Class as the item, is equal to as the operator, and
Regular Users as the value. Used together, these selection criteria produce
a report that shows only the top users of storage in the Regular Users class.

Narrowing and broadening the filter scope

If you want to further reduce the volume of information in a report, select
All conditions. This ensures that the information in the report meets all of
the criteria you specify.
If you want to increase the volume of information in a report, select At least
one condition. This ensures that the information in the report meets at least
one of the criteria you specify.
Note: When filtering data by using comparisons such as "less than"
or "greater than", it is important to remember that you are comparing
strings and not real numbers. The filter compares the left most character
of each string first. If one character is larger than the other, the filter
views that string as being the larger of the two. For instance, if you
compare the string "1000" to the string "9" The filter views the string "9"
as being the greater value. Consider the following example:
• Your CallPilot channels are numbered from 1000 to 1048.
• You want to view the traffic results for channels 1000 to 1023.
• You use filter data >999 (greater than 999), and <1024 (less than
1024).

In this example, the report reveals all zeros because the filter views 999
as being greater than any of the channel numbers. A correct filter for the
example would be: >=1000 (greater than or equal to 1000) and <1024 (less
than 1024).

Filtering report data

Step Action

1 Display the list of reports in the appropriate report category.

2 Click the name of the report you want to filter.
Result: The Properties window for that report appears.

3 Scroll to the Selection Criteria section.

Note: If the Selection Criteria section of the Properties window
does not appear, you cannot filter this report.

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 Set a threshold for an alert 37

4 In the Item list, select a condition.

5 In the Operator list, select how to compare the item you selected
with the value (for example, Is Equal To or Is Not Equal To).

6 In the Value file, type an appropriate value.

7 If desired, repeat steps 4 to 6 in the next three rows.

8 Do one of the following:

• To narrow the scope of the filter, click the All conditions option
button.
• To widen the scope of the filter, click the At least one condition
option button.

9 Click Save.

—End—

Set a threshold for an alert

For certain events, such as a failed logon, the system compares the number
of these events to a predefined limit or threshold. Whenever the threshold
value is exceeded, the alert is triggered. For example, if the threshold value
for the Excessive After-Hours Logons Alert is set to 25, the alert is triggered
when 26 or more after-hours logons occur.

Setting the threshold for an alert

Step Action

1 In Reporter, under Categories, click Alert Reports to display the

list of alerts.
Result: The alert reports appear on the right side of the page.

2 Click the name of the alert for which you want to set the threshold.
Result: The Properties window for the selected alert report appears.

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3 In the General Settings section, type the maximum number of

occurrences before the alert is triggered in the Threshold box.
4 Click Save.

—End—

Overview of printing and exporting

When you generate reports or alerts over a period of time, you can identify
significant patterns and trends related to system usage.

Example
You schedule the Users Exceeding Storage Limit Report to print out once a
day for three months. At the end of the first month, you analyze the reports
and notice that three users exceeded the mailbox storage limit by voice
messages. You can choose to ensure these users are trained to use the
voice mail system more efficiently.

Printing and exporting options

You can print or export reports and alerts on a regular basis according to
a preset schedule, or you can print or export reports on demand. Storage
of reports over a period of time helps you to identify patterns and trends
related to system usage.

You can schedule reports for printing or exporting only on the Reporter Web
server. To print or export reports on a client computer, you can print or
export the report on demand.

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Most of the reports generated by Reporter are printed in a standard table

format. However, you can print some reports as graphs. Graphs enable
you to analyze data quickly, observe trends, and make comparisons about
system usage.

Example
With the System Traffic Summary Report, you can monitor the total amount
of traffic processed by the different services installed on your system. You
can print this report as a graph to easily identify the busiest hours of the
system and to determine whether you have sufficient channel capacity to
handle the volume of traffic.

Export formats
When you export a report or alert, you change its current file format to the file
format of an external program. Use the export feature to view the data in an
external format, such as a spreadsheet. The export feature is useful when
you must transfer data from bill-back reports to an external billing program.

You can use exporting based on a schedule or you can use exporting on
demand.

You can export reports to the following file formats based on a schedule.

File format Extension

Comma-separated values, CSV
Character-separated values
Crystal Reports 7, 8, 11 RPT
Microsoft Excel 5.0, 5.0 Tabular, 7.0, XLS
7.0 Tabular, 8.0, 8.0 Tabular
HTML 3.2, 4.0 Standard HTML
Adobe Portable Document Format PDF
Record style (columns of values) REC
Rich Text Format RTF
Tab-separated text TTX

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File format Extension

Tab-separated values TSV
Text TXT
Microsoft Word DOC

You can export reports to the following file formats on demand.

File format Extension

Crystal Reports 7, 8, 11 RPT
Adobe Acrobat (Portable Document PDF
Format)
Microsoft Excel 97 - 2000 XLS
Microsoft Excel 97 - 2000 - Data Only XLS
Microsoft Word RTF
Microsoft Word - Editable RTF
Rich Text Format RTF

Limitations
When you export a report, some or all of the formatting can be lost or
modified.

Printing or exporting based on a schedule

When you set up a schedule, you can print or export standard reports on
a daily, weekly, or monthly basis. Generate reports on a regular basis to
identify patterns and trends related to system usage.
Scheduled reports print to a specified printer connected to your Web server.
You must set up the CallPilot Reporter service on the Web server to support
scheduled printing.
If you want to print a report with a printer configured on your client computer,
you can print the report on demand. For more information, see "Printing or
exporting on demand" (page 44).
Tip: Store printed reports so that you can identify and compare trends
over a period of time. If you discard reports too soon, significant problems
can go unnoticed.
You cannot schedule alerts, but you can set up an alert to print or export
data when an alert is triggered. For more information, see "Printing or
exporting alerts when they are triggered" (page 43).

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 Printing or exporting based on a schedule 41

Setting up the CallPilot Reporter service for printing

Step Action

1 On the Reporter Web server, open the Windows Administrative

Tools.
2 Open the Services applet.
Result: The Services window appears.
3 In the list of services, right-clickCallPilot Reporter, and then click
Properties.
Result: The CallPilot Reporter Properties window appears.

4 Select the Log On tab.

5 Select the This account option button. Specify a user account with
the appropriate access privileges:
• To print on a network printer, specify a user account with network
access privileges.
• To print on a local printer connected to the Web server, specify a
user account with local access privileges.

6 Click Apply and then click OK.

Result: A message appears stating that you must restart the service
for the settings to take affect. Nortel recommends rebooting the CP
Reporter Server instead of starting and stopping the service.

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—End—

Setting a schedule for a report

Step Action

1 Display the list of reports in the appropriate report category.

2 Click the name of the report you want to schedule.

Result: The Properties window for that report appears.

3 Scroll down to the Print Schedule section.

4 Ensure that the Print report on an <...> basis check box is selected.

5 From the Print report on an <...> basis list, specify how often you
want to print or export the report (for example, every day, week,
or month).
Note: Reports scheduled on a monthly basis print or export data
on the first day of the month.

6 In the Starting row, specify the first date and time that you want
the report to print.
Result: The Include <...> day(s) worth of data in report box
shows the number of days of data included in the report. For
example, if you set the report to print weekly, seven days of data are
automatically included in the report.

7 Check the Description section. The From and To boxes show the
date and time for which the next printed report will contain data.
8 In the Output Options section, select the required options:
• To print the report, select Print Report.

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 Printing or exporting alerts when they are triggered 43

• To export the report, select Export report to the following

format. Select a format from the list, and then specify the path
and file name for the file (for example, d:\reports\exported). If the
appropriate file extension is not provided, ensure that you type
the correct file extension.

9 Specify the format for the report (Tabular Format, Graph, or both).
Note: You can print scheduled reports in graph format, but you
cannot export them in graph format.

10 Click Save.
Note: To print reports, ensure that a printer is accessible to, and
is installed on, the CP Reporter server.

—End—

Printing or exporting alerts when they are triggered

Alerts are not a part of day-to-day system operation. You cannot schedule
the printing or data export of alerts. When you choose to print or export
an alert, whether the alert is triggered or not, Reporter prints or exports
the data.
You can print alerts on any printer connected to the Web server on which
Reporter is installed. You must set up the CallPilot Reporter service on the
Web server to support printing of triggered alerts. For details about setting
up the CallPilot Reporter service, see "Setting up the CallPilot Reporter
service for printing" (page 41).
You can export data to any network location that is always accessible to the
Web server on which Reporter is installed.

Printing or exporting an alert when it is triggered

Step Action

1 In the list of alerts, click the name of the appropriate alert.

Result: The Properties window for the alert appears.

2 In the Output Options section, select the required options:

• To print the report, select Print Report.
• To export the report, select Export report to the following
format. Select a format from the list, and then specify the path
and file name for the file.

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3 Click Save.

—End—

Printing or exporting on demand

Print or export a report on demand when you do not want to wait for a
scheduled report to execute. You can also print a report on demand if you
suspect that a problem exists with your system and you require data before
the report is scheduled to print.
When you run a report on demand, you can send the report to any printer
that is configured on the client computer. You can print only scheduled
reports on a printer configured on the Reporter Web server.

Printing data on demand

Step Action

1 Display the list of reports in the appropriate report category.

2 Click the name of the required report.
Result: The Properties window for that report appears.

3 In the Output Options section, specify the format for the report
(Tabular Format, Graph, or both).

4 Click Save.
Result: The CallPilot Reporter main page appears.

5 Above the report list, in the Start Date & Time boxes, select the
start date and time for the data included in the report.
6 In the End Date & Time boxes, select the end date and time for
the data included in the report.

7 In the report list, select the check box adjacent to the name of the
report you want to print.
8 Click Run.

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Result: The report appears on the screen in a separate window.

9 On the toolbar, click the Print button.

Result: The Print dialog box appears.
10 Select the printer to use and the number of copies, and then click
OK.
Result: When the file exports a window appears stating that the
export has completed.

11 Click OK and then close the report window.

—End—

Exporting data on demand

Step Action

1 Display the list of reports in the appropriate report category.

2 Click the name of the required report.
Result: The Properties window for that report appears.
3 In the Output Options section, specify the format for the report
(Tabular Format, Graph, or both).

4 Click Save.

5 Above the report list, in the Start Date & Time boxes, select the
start date and time for the data included in the report.
6 In the End Date & Time boxes, select the end date and time for
the data included in the report.

7 In the report list, select the check box adjacent to the name of the
report you want to export.
8 Click Run.
Result: The report appears on the screen in a separate window.

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9 On the toolbar, click the File Export button.

Result: The Export dialog box appears.

10 Select the Export Format, enter the destination path in the Save To
box, and then click OK.
11 When you are finished, close the report window.

—End—

Printing or viewing reports as graphs

Most of the reports generated by Reporter are printed as tables. However,
you can print some reports as graphs. Graphs enable you to analyze data
quickly, observe trends, and make comparisons about system usage.
Scheduled reports print to a specified printer connected to your Web server.
When you run a report on demand, you can send the report to any printer
that is configured on the client computer.

Reports that are available as graphs

You can view or print the following reports as graphs:
• Building Block Summary Report
• Networking Activity Report
• Fax Deliveries Activity Report
• Channel Usage Report
• Disk Usage Report
• Multimedia File System Usage Monitor Report
• System Traffic Summary Report

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 Printing or viewing reports as graphs 47

Printing or viewing a report as a graph

Step Action

1 Display the list of reports in the appropriate report category.

2 Click the name of the report you want to print or view.

Result: The Properties window for that report appears.
3 Scroll down to the Output Options section.

4 Select the Graph check box.

Note: To view reports in regular report format, select the Tabular
Format box.

5 Select the Display Report option button or Print Report option

button.
6 Click Save.

—End—

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Printing a list of reports or alerts

To keep a list of reports or alerts for future reference, print the contents of
the Reporter window. You can print the list on any printer configured on
the client computer.

Printing a list of reports or alerts

Step Action

1 Display the list of reports in the appropriate report category.

2 Click Print.
Result: The Print dialog box appears.

3 Click Print.

—End—

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 49

Chapter 4
Administration tasks
This chapter contains the following topics:

"Overview" (page 49)

"Changing the database storage period" (page 51)

"Backing up and restoring the Reporter database" (page 52)

"Changing the alert hours" (page 54)

"Changing the traffic units" (page 55)

"Troubleshooting" (page 55)

Overview
Administration options for Reporter are available in the Reporter main,
System Properties, and System Log windows. The CallPilot Reporter
administration tasks include the following:
• changing the database storage period (System Properties window)
• backing up the database (Sybase)
• changing the alert hours (System Properties window)
• changing the traffic units (System Properties window)
• viewing the system log (System Log window)
• removing a system (Reporter main window)

Reporter profiles
The first time you log on to Reporter, a new profile is created for you. Your
profile includes:
• all custom reports that you create
• your Reporter settings

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• your Reporter Log

When you finish your Reporter session, you can:

• exit Reporter and save your profile (Logout)
• exit Reporter and remove your profile (Logout & Erase)

Saving your profile

If you save your profile, your custom settings and custom reports are
available the next time you log on to Reporter. Your custom reports are
available only to you.

If you want to share custom reports with other users, create a mailbox
specifically for shared reports. All administrators with access to Reporter
can use the mailbox number and password to log on to Reporter and
access the shared reports.

Removing your profile

If you remove your profile, Reporter deletes all custom reports and custom
settings. Reporter creates a new profile for you with the default settings
and reports the next time you log on.

Profiles and data collection

The first time an administrator connects to a CallPilot server with Reporter,
Reporter creates a profile for the administrator and begins receiving and
storing OM data for the CallPilot server. Because the administrator owns
the first profile, the administrator’s Reporter Log contains some information
that does not appear in subsequent profiles created for the same CallPilot
server, including:
• the message "Connection to CallPilot Server" for a successful first-time
connection to a CallPilot system
• information about nightly audits

If the administrator removes their profile, the nightly audit information is

transferred to the next available profile.
Reporter continues to collect OM data for a CallPilot server as long as a
profile is associated with the server. If you remove your profile, and you are
the last person with a profile associated with the server, Reporter performs
the following actions:
• Reporter stops OM data collection for the CallPilot server.
• Reporter deletes all OM data and scheduled cleanup jobs associated
with the CallPilot server from the Reporter database.

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Changing the database storage period

CallPilot collects operational measurements (OM) data on the OM server.
Reporter then retrieves the data and stores it in the Reporter database. By
default, data is stored in the OM database for 30 days. You can specify a
storage period of up to 120 days for the Reporter database.
Notes:
• To change the Reporter database storage period, you must have
Reporter Administration privileges.
• Because the storage period specified by other administrators can very,
Reporter uses the maximum value specified in a profile associated with
the CallPilot server. For more information about profiles, see "Reporter
profiles" (page 49).

ATTENTION
If you specify 0 for the Reporter database storage period, all data for the system
to which you are logged on is deleted from the OM database during the next
nightly audit.

Changing the storage period for the Reporter database

Step Action

1 On the CallPilot Reporter page, click System Properties.

Result: The System Properties window appears.

2 In the Database Settings section, type the number of days to store

data in the Reporter database.

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52 Chapter 4 Administration tasks

3 Click Save.

—End—

If you enter 0 as a value, the system deletes all data for the current CallPilot
system during the next nightly audit.

Backing up and restoring the Reporter database

You can back up and restore the Reporter database using the backup utility
that installs with CallPilot Reporter. Performing regular backups minimizes
the risk of losing operational measurements (OM) data. To prevent data
from being lost due to a system failure, back up your database regularly.
Reporter uses a Sybase database to store collected OM data.

WARNING
If you need to restore your Reporter database, do not log on to
Reporter at any time during the restore. Wait until the restore is
complete. If you do log on during the restore, the restored data
will be unavailable for reports.

ATTENTION
If you upgrade your Reporter software to a new version or release, create a new
backup when you complete the upgrade. If you try to restore a backup from the
previous version or release, the data might be unavailable for reports due to
changes to the database architecture.

Backing up the Reporter database

Step Action

1 Log on to the CallPilot Reporter Web server as an administrator.

Note: Do not log on to CallPilot Manager and then click the link
to connect to Reporter.

2 Create a folder to contain the backup.

3 Click the Windows Start button, point to Programs > CallPilot

Manager, and then click Reporter Database Backup Restore Tool.
4 In the Destination Folder box, type the path to the backup folder.
Alternatively, click Browse to locate the folder, and then click OK.
5 In the Enter a name for backup box, type a name for the file
containing the backup data.

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You can use the backup name that appears, or type a different
name.

6 Click Start Backup.

7 When you receive a message that states the backup is complete,

click OK.

8 On the Operation Status message, click OK.

9 Click Close to close the Reporter Database Backup Restore Tool.

—End—

If you plan to restore this data immediately (for example, as part of a

software recovery scenario), do not log on to Reporter until you complete
the restore.

Restoring the Reporter database

Step Action
Do not log on to Reporter until you complete the restore. Ensure you are
not logged on to Reporter when you start the restore.

1 Log on to the CallPilot Reporter Web server as an administrator.

Note: Do not log on to CallPilot Manager and then click the link
to connect to Reporter.

2 Click the Windows Start button, point to Programs > CallPilot

Manager, and then click Reporter Database Backup Restore Tool.
3 Select the Restore tab.

4 Click Browse to locate the backup folder, and then click OK.
5 Click List Folder to locate the backup file, and then select the
backup you want to restore.

6 Click Start Restore.

Result: A message prompts you to confirm if you want to continue.

7 Click Yes.

8 When a message tells you the restore is complete, click OK.

9 On the Operation Status message, click OK.

10 Click Close to close the Reporter Database Backup Restore Tool.

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11 Log on to Reporter and perform the following steps to ensure the

restore was successful:
a. To ensure the restored data is available, run a report.
b. To create new OM data, make test calls.
c. To ensure Reporter is collecting new data, run another report.

—End—

Changing the alert hours

If you want to be notified of potential hacking that takes place outside regular
business hours, you can set or change the hours during which alerts are
triggered. Information is recorded in the following reports:
• Excessive After-Hours Logons Alert
• Excessive Thru-Dialer Access Alert

Note: By default, Monday to Friday from 6:00 p.m. to 6:00 a.m. the
following morning and all day Saturday and Sunday are already selected.

Changing the alert hours

Step Action

1 On the CallPilot Reporter page, click System Properties.

2 In the Alert Hour Settings section, select each day for which you
want to set specific hours.
Note: To specify an entire non-business day, for example, a
statutory holiday, clear the appropriate day.

3 In the Start Time boxes, select the hour and minutes at which the
non-business hours begin.

4 In the End Time boxes, select the hour and minutes at which the
non-business hours end.
Result: The Alert Hours last for... boxes display how many hours
and minutes you selected. You can use these boxes to confirm that
you entered the start and end times correctly.

5 Click Save.

—End—

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 Troubleshooting 55

Changing the traffic units

You can display data from the Channel Usage Report and the System Traffic
Summary Report in centa-call seconds (CCS) or Erlangs.
• Erlang—international unit of the average traffic intensity (occupancy)
of a facility during a period of time, normally a busy hour. The number
of erlangs is the ratio of the time during which a facility is occupied
(collectively or cumulatively) to the time this facility is available for
occupancy.
• centa-call seconds (CCS)—American unit of telephone traffic.

Note: 1 Erlang equals 36 CCS

Changing the traffic units

Step Action

1 On the CallPilot Reporter page, click System Properties.

Result: The System Properties window appears.

2 In the Traffic Unit Settings section, perform one of the following

steps:
• To display information in centa-call seconds, select CCS.
• To display information in erlangs, select Erlangs.

3 Click Save.

—End—

Troubleshooting
If you encounter problems with Reporter, you can use the following sources
of information:
• Windows Event Viewer Log
— Use the Event Viewer Log on the Reporter Web server to identify
low-level errors and situations where Reporter has problems
accessing the OM database.
— Use the Event Viewer Log on the CallPilot server to identify problems
with the OM server.

• Reporter Log
— Use the Reporter Log to identify Reporter-specific errors.

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If you report a problem with CallPilot Reporter, the Help desk representative
can ask you to view and report some information from the Reporter Log.

Using the Windows Event Viewer

Step Action

1 Click Start > Programs > Administrative Tools > Event Viewer.
The Event Viewer window appears. To view a log, click the name of
the log in the left pane of the window.

—End—

Viewing the Reporter Log

Step Action

1 On the CallPilot Reporter page, click System Log.

2 To close the System Log window, click the following button.

—End—

Deleting all errors from the Reporter Log

Step Action

1 In the System Log window, click Clear All.

Result: A confirmation dialog box appears.
2 Click OK to confirm.

—End—

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 57

Chapter 5
Interpreting reports and alerts
This chapter contains the following topics:

"Types of reports" (page 57)

"Benefits of reports and alerts" (page 59)

"Guidelines for interpreting reports and alerts" (page 62)

Types of reports
Reports are grouped into categories according to the type of information
they display.

Report type More information

System reports See Chapter 6 "System status reports"
System reports show trends and patterns related to system (page 65)
usage. For example, the Service Quality Summary Report
shows the number of calls processed by voice, fax, and
speech-activated messaging channels.

Messaging reports See Chapter 9 "Messaging reports"

Messaging reports show trends and patterns related to the (page 81)
messaging programs installed on your CallPilot system.
For example, the Desktop Messaging Activity Report
shows which users are using their mailboxes from Desktop
CallPilot. The Top Users of Storage Report shows which
users are using excessive amounts of voice storage.

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Report type More information

Outcalling reports See Chapter 11 "Outcalling reports"
Outcalling reports show trends and usage patterns related (page 103)
to outcalling activity. For example, the Fax Print Audit Trail
Summary Report shows faxes that failed to print. The Fax
on Demand Audit Trail Detail Report shows faxes that
failed to transmit.

Multimedia application report See Chapter 10 "Multimedia report"

The multimedia application report analyzes service activity (page 99)
for voice menus, announcements, and fax on demand. The
multimedia application report includes the Building Block
Summary Report.

Networking reports See Chapter 5 "Interpreting reports

Networking reports show trends and patterns related to and alerts" (page 57)
networking activity.

Traffic reports See Chapter 8 "Traffic reports" (page

Traffic reports show how much the system is used. For 75)
example, the Productivity Report shows the total number
of incoming and outgoing calls processed by the CallPilot
system. The System Traffic Summary Report shows the
number of times each service is accessed.

Bill-back reports See Chapter 13 "Bill-back reports"

Bill-back reports monitor how often users access services (page 137)
that have a fee associated with them (such as long
distance). Typically, the information in bill-back reports is
exported to an external billing program. Administrators can
then charge the appropriate user or department for service
usage.

Administration report See Chapter 7 "Administration report"

The Administration Action report provides information (page 73)
about changes performed by administrators. The report
also provides brief explanations of actions and the items
affected by these actions.

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 Benefits of reports and alerts 59

Report type More information

Voice form reports See Chapter 14 "Voice Form reports"
Voice form reports provide information about the activity (page 145)
within a specified voice form. This includes the number of
responses to a voice form and the details about a caller’s
session. The reports also include the number of transcribed
responses as well as details about a transcriber’s session.
Alert reports See Chapter 15 "Alert reports" (page
Alert reports point out possible hacker activity on your 149)
system and failures that can be caused by software
problems.

Benefits of reports and alerts

Analyze the information in reports to:
• establish a pattern of normal behavior
• monitor system usage
• assess the overall efficiency of your system
• detect potential system problems
• monitor system security
• bill users for service usage
• monitor administrative changes
• identify alerts from possible hacker activity
• identify alerts from potential software problems

Use reports to establish a baseline

Generate reports on a regular basis to establish a pattern of normal
behavior or a baseline for your system. Using this baseline you can
differentiate between normal system activities and unusual or suspicious
activities. When you establish a baseline, you can use reports to identify
potential problems.

Example
Channel Usage Reports from the last three months show that each of
your channels processes an average of 50 calls per hour. If one channel
suddenly drops to only three or four calls per hour, this can indicate a
problem with your system hardware or configuration.

Use reports to monitor system usage and assess system efficiency

Study your reports to assess the overall efficiency of your system and
decide whether changes are necessary.

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Reports can show:

• amount of time callers wait before their calls are handled
• number of callers who abandon their calls
• frequency with which callers access each service or feature
• number of calls processed by each channel
• amount of free disk space available

Example
The Service Summary Report shows the type of service accessed by
callers and the number of times each service was accessed. Analyze this
report to establish an overall view of which services generate the most,
least, or no traffic.

Use reports to detect potential system problems

Analyze the information in reports to identify potential system problems,
such as hardware failures or inadequate resources. The following examples
discuss some potential problems that are detected through reports.

Example 1: Hardware failure

If the Channel Usage Report shows that channel 4 did not handle any calls
during an 8-hour period, check that this channel is configured properly. Also
ensure that the component has not malfunctioned.

Example 2: Inadequate resources

If the Service Quality Summary Report indicates that callers are
experiencing a lengthy wait time before they access a channel, there may
not be enough channels to handle the volume of traffic. Increase the
number of channels on the system if the volume of traffic is higher than you
originally anticipated.

Example 3: Inefficient usage

If the Fax Deliveries Activity Report shows that callers are not accessing the
fax feature, this can indicate the following:
• Callers do not know how to use the service. Rephrase the wording of
the prompts for clarity.
• Callers are not aware that the service exists. Determine how to promote
the service to potential callers.
• Technical problems are occurring. Investigate further and repair the
problems.

Use reports to monitor system security

If you are concerned about the security of your system, reports can detect
potential hacker activity.

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Example
If the Voice Messaging Activity Report indicates a discrepancy between the
number of call answer sessions and the number of generated messages,
this can indicate hacker activity. If hackers thru-dial out of your system
during a call answer session, sessions are recorded in your report, but
no messages are recorded.

You can also use the alert reports to monitor system security.

Use reports to bill service usage

Reports can also help to simplify your billing process. Bill-back reports
monitor the frequency with which users access services that have a fee
associated with them (for example, long distance).

Example
The DTT Usage Report tracks calls made by the Delivery to Telephone
(DTT) service to external numbers. This report records information, such as:
• name and department of the user who placed the call
• date and time of the call
• number to which the call was placed
• duration of the call

If some of the calls listed in this report are placed to long-distance numbers,
you can determine which user or department to bill.

Use reports to track changes made by administrators

The Administration Action Report tracks changes made by administrators.
This important information provides a history of changes, including when
changes were made, where they were made, and who made the changes.

Use alert reports to identify alerts from possible hacker activity

Alert reports point out excessive attempts to log on to your system,
indicating possible interference by hackers.

Example
The Excessive Thru-Dialer Access Alert is triggered by an unusually high
number of thru-dialer accesses. This alert can be triggered if hackers
penetrate your system and use a thru-dialer to place toll calls.

Use alert reports to identify alerts from potential software problems

Alert reports can point out problems, such as failed fax delivery or failed
Remote Notification (RN) sessions that can be caused by software problems.

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Example
When the Failed DTT Alert report shows an unusually high number of
Delivery-to-Telephone messages that are not received, it can indicate a
problem with the DTT service setup.

Guidelines for interpreting reports and alerts

When you interpret reports, follow these guidelines:
• Determine your system size—Know your system disk capacity and the
number of installed channels. Use this information to identify when you
are reaching resource limits and to plan for future upgrades.
• Establish a baseline—Learn what is normal or average behavior for
your system. Establish a baseline to differentiate between normal
system activities and unusual or suspicious activities.
• Consider external factors—If your reports show unusual system
activities, consider external events. For example, an extremely low
volume of traffic for a Monday afternoon can be the result of a national
holiday.
• Observe day-to-day system use—Learn how your organization
operates on a day-to-day basis. The information in reports often relates
directly to the routines and schedules of your company. For example, if
a large number of employees are working overtime, your reports may
indicate a high percentage of after-hours logons. If you do not know
how the organization functions, find someone who can help to interpret
your report.
• Consult users—Consult the users of the system for further insight
into your reports. Find out if the system is working for the users and if
they have any problems to report. Some system problems result from
improper use of the system (perhaps due to a lack of end-user training).
• Consider new features or services—Consider how long a feature or
service has been in operation. If users are curious about a new feature,
it can generate more traffic than usual. If users are not familiar with the
feature, it can generate less traffic.

Reports and changes to server time

Changes to the server time affect the accuracy of reports. When a report is
generated that includes a date on which the server time changed, the data
generated for that time can be inaccurate.
The server time can change for various reasons:
• Daylight Saving Time
• server battery change
• server resynchronized with switch time

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 Guidelines for interpreting reports and alerts 63

If the server time is advanced by 1 hour, the generated data of calls made
during that time shows lengths of time increased by 1 hour. Totals and
averages of call sessions displayed in reports covering the time change are
also increased.

Example 1
The server time is advanced by 1 hour due to Daylight Saving Time. Calls
that are in progress when the time changes show lengths of time increased
by 1 hour.

Actual call length: 5 minutes

Report data shows: 1 hour 5 minutes

Example 2
Server time is decreased by 1 hour due to Daylight Saving Time. Calls in
progress when the time changes show lengths of time decreased by 1 hour.

Actual call length: 5 minutes

Report data shows: -55 minutes

If the server time is decreased by 1 hour, the generated data of calls made
during that time can show negative lengths of time. Totals and averages
of call sessions displayed in reports covering the time change are also
decreased.

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 65

Chapter 6
System status reports
This chapter contains the following topics:

"Service Quality Summary Report" (page 65)

"Service Quality Detail Report" (page 67)

"Channel Usage Report" (page 69)

"Multimedia File System Usage Monitor Report" (page 70)

"Disk Usage Report" (page 71)

Service Quality Summary Report

This report summarizes the level of activity for each type of channel installed
on your system. Use this report to assess the service level each channel
type provides to callers to the system.
With this report you can determine whether adequate channel resources
exist or whether the minimum or maximum channel settings in the Service
Directory Number (SDN) table need adjustment to provide the required
quality of service for callers to the system.
Use this report to determine:
• number of callers forced to wait before accessing a channel
• number of callers who abandon their calls

Additional information
This report is available only to CallPilot systems that are connected to the
M1 switch.

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Report data

Column Description
Date Date of the reporting period
Time Period Time of the reporting period
All Channels Busy (mm:ss) Length of time in minutes and seconds that all the channels on
your system were busy
Voice Waited Number of callers who waited for a voice channel
Voice Abandoned Number of callers who abandoned their calls while waiting for a
voice channel
Fax Waited Number of callers who waited for a fax channel
Fax Abandoned Number of callers who abandoned their calls while waiting for
a fax channel
SR Waited Number of callers who waited for a speech recognition channel
SR Abandoned Number of callers who abandoned their calls while waiting for
a speech recognition channel

How many callers waited for a channel?

Check the number of callers who waited for a voice, fax, or speech
recognition (SR) channel.

If the voice waited, fax waited, or SR waited field is 0 for all time periods
during a business day, the system is providing perfect service and, therefore,
has adequate resources for that type of channel.

If callers are waiting, the service levels are less than perfect. Raising
service levels requires either additional channel resources or reallocation
of system resources.

Suggested actions
• Check the SDN table to determine if one of the services has a minimum
channel setting that might be unnecessarily tying up channels and
preventing callers to other services from a channel without waiting.
Reduce the minimum channels guaranteed for one service to improve
service quality to callers to other services.
• Check the SDN table to determine if any service has a maximum
channel setting that prevents callers to the service from accessing a
channel without waiting. Increase the maximum setting to reduce the
chance of callers waiting for a channel to access the service.
• The number of voice, fax, and SR traffic channels can be out of
balance due to the busy hour voice, fax, and SR traffic. For example,
if fax channels are under utilized, but callers to speech recognition

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 Service Quality Detail Report 67

channels must wait, reallocate some fax resources to SR. This requires
a new keycode and possibly additional channel capacity. Contact your
distributor.
• Run the Service Quality Detail Report for more information about how
long callers waited before accessing a channel. See "Service Quality
Detail Report" (page 67).

How many callers abandoned calls?

Check the number of callers who abandoned a voice, fax, or speech
recognition channel. If a large number of callers abandon their calls, the
reason can be attributed to caller frustration with long wait times.

Suggested actions
• Implement one of the following options:
— Increase the number of channels on the system (contact your
distributor).
— Use the SDN table to reallocate existing channels. For example, if a
large number of callers are waiting to access voice channels, you
can configure more channels for voice.

• Run the Channel Usage Report to view the state of each individual
channel. See "Channel Usage Report" (page 69).

Service Quality Detail Report

This report provides detailed information about the grade of service provided
by each type of channel. These details can improve the efficiency with
which callers access your services. Use this report to:
• follow up on results from the Service Quality Summary Report
• determine how long callers waited before accessing a voice, fax, or
speech recognition channel
• determine how many callers abandoned their calls to a specific type
of media

Additional information
This report is available only to CallPilot systems that are connected to the
M1 switch.

Report data

Column Description
Date Date of the reporting period
Time Period Time of the reporting period

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Column Description
Media Type Media type of the channels reported: voice, fax, and SR. The
numeric values are 1 = voice, 2 = fax, 3 = SR.
Number of Callers Waited Number of callers who waited
Percentage Calls Waited Percentage of calls that waited
Average Wait Time (mm:ss) Average time a caller waited
Maximum Wait Time (mm:ss) Maximum time a caller waited
Number of Callers Abandoned Number of callers who abandoned their calls while waiting

How long did callers wait before accessing a channel?

Check the average wait time for each type of media. If callers wait a long
time before they access a resource, they can become frustrated and
abandon their calls.

Suggested actions
• Check the SDN table to determine if one of the services has a minimum
channel setting that is unnecessarily tying up channels and preventing
callers to other services from accessing a channel without waiting.
Reduce the minimum channels guaranteed for one service to improve
service quality to callers to other services.
• Check the SDN table to determine if any services have a maximum
channel setting preventing callers to the service from accessing a
channel without waiting. Increase the maximum setting to reduce the
chance of callers waiting for a channel to access the service.
• The number of voice, fax, and SR traffic channels can be out of balance
with the busy hour voice, fax, and SR traffic. For example, if fax channels
are under utilized, but callers to speech recognition channels must wait,
reallocate some fax resources to SR. This requires a new keycode and
possibly additional channel capacity. Contact your distributor.

How many callers abandoned calls to a specific type of media?

Check the media type and the number of abandoned calls. If many callers
abandon their calls to a particular media type, you might not have enough
channels configured for that media type. For example, if callers abandon
calls to fax channels due to lengthy wait times, you can configure additional
channels to handle fax.

Suggested actions
• If callers are abandoning their calls to a specific media type due to
frustration over long wait times, increase the number of channels that
handle the type of media.

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 Channel Usage Report 69

• Run the Channel Usage Report to view the state of each channel.
This ensures that your channels are operating correctly. See "Channel
Usage Report" (page 69).

Channel Usage Report

This report summarizes the traffic handled by each channel on your system.
Use this report to identify:
• traffic distribution patterns
• problems with specific channels
• short call durations

Additional information
You can print this report as a graph.

Report data

Column Description
Date Date of the reporting interval
Time Period Time of the reporting interval
Channel Number Number of the multimedia channel
Incoming Calls Number of incoming calls on each channel
Outgoing Calls Number of outgoing calls on each channel
Total Calls Total number of incoming and outgoing calls on each channel
Avg. Hold Time Incoming Calls Average hold time in seconds of incoming calls on each channel
Avg. Hold Time Outgoing Calls Average hold time in seconds of outgoing calls on each channel
CCS/Erlang CCS—Amount of traffic, in centa-call seconds (CCS), that the
channel handled per hour, during the period (the numbers are
rounded to the nearest integer, with the total being the total of
the rounded integers.) A single channel can handle a maximum
of 36 CCS.

Erlangs—Number of Erlangs is rounded to two decimals, with

the total being the total of the rounded numbers. A single
channel can handle a maximum of 1 Erlang.

Note: Information is shown in either CCS or Erlangs. For more

information, see "Changing the traffic units" (page 55).

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Is traffic evenly distributed across your channels?

Compare the number of incoming and outgoing calls for each channel. Verify
that the average amount of traffic for each channel is similar. If a channel
shows no incoming or outgoing calls, the channel is either disabled or faulty.

Suggested actions
Use the Multimedia Channels program and the DS0 Channels program to
check state of the channel:
• If the channel is disabled, use the Maintenance program to enable the
channel.
• If the channel is faulty, use the Maintenance program to run diagnostics
on the channel.

Is Average Hold Time unusually short?

Compare the number of incoming calls with the length of each call.
Channels showing a high number of incoming calls but low CCS times mean
that calls are very short. Channels showing an unusually short Average
Hold Time (AHT) can indicate a problem with that channel.

Suggested action
Run the traffic reports to obtain more information about the problem. See
Chapter 8 "Traffic reports" (page 75).

Multimedia File System Usage Monitor Report

Use this report to determine whether the system has sufficient disk volume
storage to handle the current messaging and multimedia applications.

If a multimedia file system volume becomes full, users with mailboxes on

that volume cannot create or receive any new messages. Therefore, it is
important that you do not allow a volume capacity to become full.

A major alarm is raised when a volume capacity reaches 90 percent. A

critical alarm is raised when a volume capacity reaches 95 percent.

Additional information
You can print this report as a graph.

Report data

Column Description
Date Date of the information
Time Time of the information
Volume ID ID of the storage volume (volumes are sections on the Nortel
disk)

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Column Description
Voice Capacity (hh:mm) Amount of voice storage space available in hours and minutes
Voice Used (hh:mm) Amount of voice storage space used in hours and minutes
Percentage of Text Used Percentage of text capacity that is currently in use
Percentage of Voice Used Percentage of voice capacity that is currently in use
Text Capacity (kbytes) Amount of text space currently available, in kbytes
Text Used (kbytes) Amount of text space currently used, in kbytes

Is your capacity over 90 percent?

Suggested actions:
• Check the time of day on the report. Storage usage often fluctuates
during the day. For example, storage generally peaks right before the
start of the working day when users are not available to receive voice or
text messages.
Storage usage also varies over the course of a week. Read messages
are deleted automatically each night. On Friday, storage usage is high;
however, by Monday, storage usage can be low as no new messages
are read over the weekend.
• Run the Top Users of Storage Report to identify mailboxes that are
storing too many messages. See "Top Users of Storage Report" (page
96). You can reduce the message retention time, reduce message
length parameters, or move mailboxes with high-usage volumes to
low-usage volumes. Only technical support personnel and distributors
can move users from one volume to another.
• Increase the storage capacity of the system. Contact your distributor.
• Check the Alarm Monitor to determine if any events occurred to indicate
problems with the Multimedia File System (MMFS) and its nightly audit.
For example, a problem occurs when the system does not recover the
space held by deleted messages. If these events exist, contact your
distributor immediately.

Disk Usage Report

Use this report to determine whether the system has sufficient disk drive
storage. The first disk drive holds:
• operating system
• CallPilot software
• CallPilot database
• first multimedia volume VS1

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The size of your Multimedia volume depends on the number of hours

purchased.

A larger CallPilot system can have additional disk drives containing

additional Multimedia volumes (VS102, VS103). The size of these additional
volumes depends on the number of hours purchased.

Additional information
You can print this report as a graph.

Report data

Column Description
Date Date of the information
Time Period Time period of the information
Disk Capacity (kbytes) Amount of disk space currently available, in kbytes
Disk Used (kbytes) Amount of disk space used, in kbytes
Percentage Disk Used Percentage of disk space used
Disk Drive Disk drive used

Check available disk space

Compare the disk capacity to the percentage of disk space used.

Suggested action
If the report indicates that the disk drive is full, call your distributor.

Note: The CallPilot system continues to operate; however, future

upgrades can be affected.

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Chapter 7
Administration report
This chapter contains the following topics:

"Administration Action Report" (page 73)

Administration Action Report

Use this report to obtain high-level information about changes that
administrators make to the CallPilot system. This information is useful to
determine
• whether changes were recently made to CallPilot
• which administrator made those changes
• the client from which those changes were made

Additional information
The actions for this report are grouped under the Create, Delete, and Modify
subgroups.

The Administration Action report is the default report for the Administration
category. A copy of this report is generated automatically when a new
system is created. Existing systems generate this report by running the
New Reports utility of the Reporter application.

Report data

Column Description
Date Date when the action was generated
Time Time when the action was generated
Administrator Name Full name of the administrator responsible for executing the changes
Action Type Type of action: Create, Modify, or Delete
Client Network Address Network IP address for the client from which the changes were made

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Column Description
Object Item or items affected by this action, such as:

• Users
• Mailbox Class
• SDL
• Message Delivery
• Messaging Administration
• Outcalling Administration
• Security Administration
• RPL
• Messaging Network
• Internet Mail
• System Prompt
• Application Builder
• Service DN

Description High-level description of the changes

Limitations
The Administration Action report does not provide specific information
about modified items. The collected data indicates only that a modification
occurred.

The Affected Item filtering criteria filters all actions according to a specific
item. As the content of this item varies greatly, use another filtering item to
create proper filtering criteria.

You cannot print this report as a graph.

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Chapter 8
Traffic reports
This chapter contains the following topics:

"Productivity Report" (page 75)

"System Traffic Summary Report" (page 76)

Productivity Report
Use this report to obtain information about productivity gains from using the
CallPilot system. This information is useful to demonstrate:
• quantity of service provided by CallPilot
• cost-effectiveness of CallPilot
• economic justification for CallPilot services

Report data

Field Description
Calls Summary
Number of Incoming Calls Number of calls that entered the CallPilot system
Number of Outgoing Calls Number of outgoing calls originated by the CallPilot system
Total Calls Total number of incoming and outgoing calls to and from the CallPilot
system
Total Connect Time Total amount of connect time, in hours, due to all calls to and from
(Hours) the CallPilot system
Equivalent Person Weeks Number of 40-hour person weeks required to handle the same service
that CallPilot provided during the specified date and time interval
Messaging Sessions
Number of Express Voice Total number of Express Voice Messaging sessions
Messaging Sessions

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Field Description
Number of Call Answering Total number of Call Answering sessions
Sessions
Number of ST Call Total number of Shared Telephone Call Answering sessions
Answering Sessions
Number of Express Fax Total number of Express Fax Messaging sessions
Messaging Sessions
Number of Fax Call Total number of Fax Call Answering sessions
Answering Sessions
Number of Logon Total number of logon sessions
Sessions
Number of Speech- Total number of speech-activated messaging sessions
Activated Messaging
Sessions
Messages Created
Number of EVM/CA Voice Total number of voice messages created by Express Voice
Messages Messaging and Call Answering
Number of STCA Voice Total number of voice messages created by Shared Telephone Call
Messages Answering
Number of EFM/FCA Fax Total number of fax messages created by Express Fax Messaging
Messages and Fax Call Answering
Number of Logon Voice Total number of voice messages created during any type of
Messages session, including DTMF logon, voice/fax logon, or speech-activated
messaging
Number of Logon Fax Total number of fax messages created during any type of session,
Messages including DTMF logon, voice/fax logon, or speech-activated
messaging
Other Activity
Application Builder Total number of Application Builder sessions
Remote Notification Total number of remote notification attempts
Delivery to Telephone Total number of delivery to telephone attempts
Fax Deliveries Total number of fax delivery attempts
Enterprise Networking Total number of Enterprise Networking calls
AMIS Networking Total number of AMIS Networking sessions, including Integrated and
Open AMIS

System Traffic Summary Report

This report summarizes information about traffic patterns in your CallPilot
system. Use this report to identify:
• busy hours for your system

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• services that are not used

• services that generate an unusually high volume of traffic
• periods when users have trouble logging on
• users who do not respond to their voice mail

Additional information
You can print this report as a graph.

Report data
Column Description
Date Date of the report
Time Period Time period of the report
Service Name Name of the service, such as Call Answering, that was
accessed
Total Accesses Total number of times the service was accessed
Average Hold time (mm:ss) Average length, in minutes and seconds, of an access to
the service during the specified period
CCS/Erlang Traffic in centa-call seconds (CCS) or Erlangs. The
numbers in a CCS calculation are rounded to the nearest
integer, with the total being the total of the rounded
integers. The numbers in an Erlang calculation are rounded
to two decimals, with the total being the total of the rounded
numbers.
Percentage of Period Total Percentage of total traffic that this service generates

Identify busy hours for your system

Run this report with the interval set for one day, midnight to midnight. A bar
graph is generated showing the traffic and accesses for each hour of the
day. From this graph, you can observe peak hours for traffic.

Note: If the reporting interval is 24 hours a day or less, the graph

displays a bar of data for each hour. Otherwise, the graph shows a
bar of data for each day.

Suggested action
Run the Service Quality Summary report to determine if callers are waiting
or abandoning calls during the busy hour. If they are, the System Traffic
Summary Report identifies what services they are trying to reach and helps
identify which services require minimum and maximum channels adjusted
in the SDN table. See "System Traffic Summary Report" (page 76).

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Identify services that are not being used

Check the number of accesses for each service. A service with a low
number of accesses can indicate that the service is not working properly, or
that users are unaware the service exists.

Suggested actions
• Ensure that the service is installed on your CallPilot system.
• Ensure that the service is working correctly.
• Ensure that users are aware of the service and are properly trained
to use it.
• Check the time of the reporting interval. In some organizations, it is
normal for certain services to be used less frequently during some
periods than others.

Identify services that are generating an unusually high amount of

traffic
Check the Total Accesses field. If the number of accesses is higher for
this service than for other services listed in the report, you can experience
system performance problems.

Suggested actions
• Check that the high volume of traffic was not caused by an unusual
event. For example, if you work for an airline company that advertises
a one-day discount, expect unusually high usage statistics from a
particular feature.
• If the high traffic for a particular service is expected to continue, you can
set a minimum number of channels required for a service in the SDN
table. You can also expand the system if the overall traffic is higher
than originally anticipated.
• If a particular service is experiencing sporadic traffic spikes, and
the service is a less important application than others (such as call
answering), then set a maximum number of channels for this service in
the SDN Table.

Identify periods when users are having trouble logging on

If users experience trouble logging on to CallPilot at certain times, check the
level of traffic for that time period.

Suggested action
• Check to see if periods when users cannot log on coincide with peak
traffic hours for your system. If so, add resources or reallocating
resources to better serve callers.

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• Check the SDN Table for services with non-zero minimum channels
settings. and lower the minimums.

Identify users who are not responding to their voice mail

Compare the number of accesses with the logon count provided by the
Voice Messaging Activity Report. See "Voice Messaging Activity Report"
(page 88). If the logon count is low compared to the number of accesses,
users are accumulating several messages before logging on to listen to
them. Too many accumulated messages lowers the amount of available
disk space to the point where overall system performance can be affected.

Suggested actions
• Encourage users to keep up-to-date with their voice mail and faxes.
• Reduce the maximum allowable message length or increase storage
capacity of the system. Contact your distributor.
• Run the Call Answering/User Responsiveness report to identify users
who are not responsive. See "Call Answering/User Responsiveness
Report" (page 81).

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 81

Chapter 9
Messaging reports
This chapter contains the following topics:

"Call Answering/User Responsiveness Report" (page 81)

"Inactive User Report" (page 83)

"Mailbox Call Session Summary Report" (page 84)

"Mailbox Counts Report" (page 87)

"Voice Messaging Activity Report" (page 88)

"Desktop Messaging Activity Report" (page 90)

"Fax Messaging Activity Report" (page 91)

"Messaging Usage Report" (page 92)

"Speech-Activated Messaging Report" (page 94)

"Top Users of Storage Report" (page 96)

"Users Exceeding Storage Limit Report" (page 97)

Call Answering/User Responsiveness Report

This report shows information about Call Answering (CA) and Express
Voice Messaging (EVM) on a per user basis. Use this report to identify
users who are not
• receiving voice messages
• logging on to their mailbox

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Report data

Column Description
Name Name of the mailbox owner
Mailbox Mailbox number
Date Date of the report interval
Total CA+EVM+STCA Total number of Call Answering, Express Voice Messaging, and
Calls Shared Telephone Call Answering calls
No Msg CA+EVM+STCA Total number of calls that resulted in no message being left by the
Calls caller. A no-message call occurs when a caller is routed to Call
Answering, Express Voice Messaging, or Shared Telephone Call
Answering for a mailbox and does not leave a message.
Percentage Of No Percentage of no message calls to total calls
Message Calls
Logons Number of successful logons
CA+EVM+STCA Message Total number of Call Answering, Express Voice Messaging, and
Received Shared Telephone Call Answering with message being left by the
caller
Logons per Message Percentage of successful logons to Call Answering, Express Voice
Messages and Shared Telephone Call Answering with a message
left by the caller

Identify users who are not receiving messages

Compare the total number of no-message calls with the total number of
CA and EVM calls. If a higher percentage of calls than messages occurs,
users are hanging up without leaving a message, or are pressing 0 to speak
to an attendant.

Suggested actions
• Ask users to review their greetings. If greetings are unfriendly or
instructions are too complex, callers might hang up without leaving
a message.
• Listen to the users’ greetings.
— If a greeting indicates an extended absence, expect a high
percentage of no-message calls.
— If users have not recorded a greeting, ask them to record one as
soon as possible. If users are not available, record a temporary
greeting on their behalf.

• Provide users with additional training on how to compose and maintain

greetings.

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Identify users who are not logging on to their mailbox

Compare the total number of CA and EVM calls to the number of logons.
If more messages exist than logons, users are not retrieving their voice
messages.

Suggested actions
• Determine if a user is absent. If so, you can archive the user’s messages
to tape.
• Check the user’s greeting. If the user is absent, but has not indicated
this in their greeting, you can record a temporary absence greeting on
their behalf.

Inactive User Report

This report lists users who are not maintaining their mailboxes. Use this
report to identify users who are not:
• logging on to their mailboxes
• reading their messages

Report data

Column Description
Name User name associated with the mailbox. The report shows only the
users whose last logon session preceded the Last Logon date.
Mailbox Mailbox number of the user
Unread Messages Number of messages left unread at the time of the last logon session.
If this field is blank, the user did not log on during the range of dates
in the database.
Last Log on date Date of the last logon
Last Log on Time Time of the last logon. If this field is blank, the user did not log on
during the range of dates in the database.

Identify users who are not logging on to their mailboxes for a long time
Check the user name and the last logon date. If users are not logging on
to their mailboxes regularly, your messaging system is not being used
effectively.

Suggested actions
• Determine if any users are on vacation or extended leave.
• Remind users that stored messages consume disk space.

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• When users leave the company, ensure that their mailboxes are removed
from distribution lists. Unused mailboxes that are included on distribution
lists continue to store messages that are sent to their owners.
• Use the Mailbox Call Session Summary Report to follow up on lack of
user responsiveness. See "Mailbox Call Session Summary Report"
(page 84).

Identify users who are not reading their messages

Check the user name and the number of unread messages. If users store
messages over a long period of time, a high percentage of disk space is
used, resulting in poor system performance.

Suggested actions
• Remind users that stored messages consume disk space.
• Provide additional training for users.
• Use the Mailbox Call Session Summary Report to follow up on lack of
user responsiveness. See "Mailbox Call Session Summary Report"
(page 84).

Mailbox Call Session Summary Report

This report provides information about each call session to a particular
mailbox during the reporting period. Use this report to:
• follow up on lack of user responsiveness
• identify suspicious caller DNs and long sessions that can indicate
hacker activity
• investigate user complaints of delayed messages

Report data
This report lists each call made to a mailbox during the reporting period
and provides the following details:

Column Description
Header: User Name, Mailbox User’s name and the mailbox number
Number
Date/Time Date and time of the call
Session Length Length of the session in hours, minutes, and seconds (hh:mm:ss)

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Column Description
Session Type Type of session:
VM—Voice Messaging
MM—Multimedia Messaging
EVM—Express Voice Messaging
SAM—Speech-Activated Messaging
CA—Call Answering
FCA—Fax Call Answering
EFM—Express Fax Messaging
STCA—Shared Telephone Call Answering
Field includes the count of invalid logon attempts.

Caller DN Telephone number (either internal extension or external phone

number) that originated the call to the mailbox. This box can
contain up to 17 digits.
STCA/CA/EVM Voice Msg Total number of voice messages left during the Shared
Received Telephone Call Answering, Call Answering, or Express Voice
Messaging session
FCA/EFM Fax Msg Received Total number of fax messages that arrived during the FCA or
EFM session
Msg Read Total number of voice and fax messages that were read during
the logon session
Msg Sent Number of voice and fax messages that the user sent during
the logon session
Msg Unread Total number of unread voice and fax messages at the end of
the session
Session End Indicator Shows how the session ended:

• applications error
• hang up
• time out
• log off
• log on
• transfer
• switched to fax mode
• unknown

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Column Description

Transfer DN DN to which the caller is transferred when a call transfer occurs

during the session

Identify sources of low user responsiveness

Identify sources of low user responsiveness by examining the following
fields:
• Add the values in the CA+EVM Msg Received and FCA/EFM Fax
Msg Received fields. Compare this total to the value in the Msg Read
field. If the number of read messages is lower than the total number of
messages received, the user is not listening to all of their messages.
• Check the Session Type field to find users who do not log on often
(users who have few VM, MM, or SAM sessions).
• Check the Msg Unread field for unread messages at the end of a
session.

Suggested actions
• If users are not logging on to their mailboxes or listening to messages,
see if they need additional training.
• If a user is reporting delayed messages, check to see if unread
messages (Msg Unread field) exist at the end of the logon sessions. If
they do, the user might think the messages were not delivered until the
next logon time. Some users might need training on how to retrieve
messages.

Identify suspicious caller DNs

If you suspect that a hacker is trying to access or has gained access to a
particular mailbox, look at the sessions for that mailbox and identify the
caller DNs to determine if one of the DNs belongs to the hacker.

Suggested actions
Enable Hacker Monitor to track suspicious caller DNs (referred to as CLIDs
in Hacker Monitor). Whenever a monitored DN calls in to the system and
logs on to a mailbox, or places a thru-dial call, an alarm is generated in
real time to notify you.

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Identify long sessions

Check the Session Length field for especially long sessions (particularly CA
and logon sessions). These indicate that a hacker has accessed the mailbox
and has found a way to dial out from your system to place long-distance
calls. If a hacker gains access to a mailbox, the hacker can set up a session
and leave the session open to sell services.

Suggested actions
• Check the status of the mailbox and its owner. Is the user actively
using the mailbox, on vacation or extended leave, or no longer with
your company?
• If the mailbox is unused because the user is no longer with your
company, delete the mailbox immediately. Unused mailboxes are the
targets of hackers and must be removed.
• If the user is temporarily away, you can either change the user’s
password or disable the mailbox until the user returns.
• If the mailbox is active, inform the user of the situation and ask the user
to change the password immediately. Give the user tips on how to
create secure passwords.
• Monitor the mailbox regularly.

Identify short sessions ending with a transfer

Look for mailboxes with a number of short logon sessions ending with a
transfer. This is evidence that someone is using the mailbox just to place
calls.

Suggested actions
• Check if the mailbox is used by a current employee.
• Check if the greeting suggests that the employee is not checking their
mailbox.
• Check the restriction/permission list of the Mailbox Class to which the
mailbox belongs.
• Force a password change to block further access.
• Enter the Caller DN of repeat callers into the hacker monitor.

Mailbox Counts Report

This report counts the number of mailboxes by mailbox class, department,
and switch location. Use this report to get statistical information about the
number of mailboxes in each department or switch location.

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Report data

Column Description
Mailbox Counts(Mailbox Class)
Report
Mailbox Class Name of the mailbox class
Mailbox Count Total number of mailboxes
Mailbox Counts(Department) Report
Department Department name
Mailbox count Total number of mailboxes
Mailbox Counts(Switch Location)
Report
Switch Location Name of the switch location
Mailbox Count Total number of mailboxes

Voice Messaging Activity Report

This report summarizes the voice messaging activity on your CallPilot
system. Use this report to:
• identify a high number of calls and long messages
• identify high numbers of abandoned calls
• identify discrepancies between the number of sessions and the number
of messages
• gain an understanding of the number and length of each type of
messaging session

Report data

Column Description
Date Date of the reporting interval
Time Period Time of the reporting interval
CA/EVM Sessions Number of Call Answering and Express Voice Messaging sessions
during the specified time period
STCA Sessions Number of Shared Telephone Call Answering sessions during the
specified time period
Logon Sessions Number of voice messaging logon sessions during the specified
time period
Speech Rec. Messaging Number of Speech Rec. Messaging sessions during the specified
Sessions time period

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Column Description
Desktop Message Number of new voice messages received by clients
Transfers
Average Session Length Average length in seconds of CA, EVM, and logon sessions for the
(sec.) specified time period
Maximum Session Length Longest length in seconds of CA, EVM, and logon sessions for the
(sec.) specified time period
Call Answering Messages Number of CA messages created during the specified time period
Created
ST Call Answering Number of STCA messages created during the specified time period
Messages Created
Logon Messages Created Number of logon messages created during the specified time period
Average Message Length Average length of messages, in seconds, created during the specified
(sec.) time period. Since message length affects disk storage, use this
information to determine whether enough disk space is allocated
for voice messages.
Maximum Message Length Longest message created during the specified time period
(sec.)

Identify a high number of calls and long messages

Compare the number of calls with the average message length. Too many
calls in a short period of time, combined with users leaving long messages,
ties up channels and prevents others from accessing the CallPilot system.

Suggested actions
• Reduce the maximum allowable length for messages.
• Expand your system.

Identify a high number of abandoned calls

Compare the number of CA or EVM messages to the total number of
CA or EVM sessions. If fewer messages exist than sessions, callers are
abandoning their calls.

Suggested actions
• Ask users to review their greetings. If greetings are unfriendly or
instructions are too complex, users might hang up without leaving a
message.
• Listen to users’ greetings.
— If a greeting indicates an extended absence, expect a high
percentage of no-message calls.

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— If users have not recorded a greeting, ask them to record one. If

users are unavailable, record a temporary greeting on their behalf.

• Provide users with additional training on how to compose and maintain

greetings.

Identify discrepancies between the number of sessions and the number

of messages
Compare the total number of CA sessions with the total number of CA
messages created. The number of sessions should match or be similar to
the number of messages created. If more sessions exist than messages,
this means that after reaching the CA greeting, users are hanging up without
leaving a message, or they are pressing 0 to transfer to an attendant.
Callers might hang up without leaving a message if they are unfamiliar with
the service. If hackers thru-dial out of your system during a CA session, you
receive CA sessions, but no messages.

Suggested actions
• Provide users with training on CA and EVM.
• Require users to review their greetings. If greetings are unfriendly or
instructions are too complex, callers might hang up without leaving
a message.
• Run the Call Answering/User Responsiveness Report to determine
which mailboxes have a high percentage of no-message calls. See "Call
Answering/User Responsiveness Report" (page 81).
• If you suspect hacker activity, check the restriction/permission list
assigned to the Call Answering/Express Voice Messaging Thru-Dial
feature. You can also examine the Excessive Incomplete Messaging
Accesses Alert. See "Excessive Incomplete Messaging Accesses Alert"
(page 158).

Desktop Messaging Activity Report

This report summarizes the Desktop Messaging activity on your CallPilot
system. Use this report to determine the number of:
• voice messages received by clients
• fax messages received by clients

Report data

Column Description
Date Date that the activity took place
Time Period Start and end time between which the activity took place

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Column Description
New Voice Presented Number of new voice messages received by clients
New Fax Presented Number of new fax messages received by clients

Identify number of fax messages received by clients

Check the New Fax Presented field.

Identify number of voice messages received by clients

Check the New Voice Presented field.

Fax Messaging Activity Report

Use this report to summarize the fax messaging activity on your CallPilot
system. This report gathers fax usage statistics for individual mailbox users.

Report data

Column Description
Date Date of the reporting period
Time Period Time of the reporting period
Fax Call Answering Number of times callers were routed to Fax Call Answering on the
Sessions CallPilot system
Express Fax Messaging Number of times callers dialed the Express Fax service, which allows
Session them to leave a fax message in a specific mailbox
Call Answering Faxes Number of fax messages created after callers were routed to the
Created CallPilot system
Express Faxes Created Number of fax messages created after callers dialed the Express
Fax service
Logon Faxes Created Number of fax messages created by users logged on to the CallPilot
system
Average Fax Size (pages) Average number of pages that make up one fax message
Fax Print Sessions Number of fax messages printed by users logged on to the CallPilot
system
Desktop Message Number of new fax messages received by clients
Transfers

How much fax traffic does each mailbox user handle?

Check the following fields to obtain information about the volume of fax
traffic handled by each user:
• Call Answering Faxes Created
• Auto Attendant Faxes Created

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• Average Fax Size (pages)

• Desktop Message Transfers

Suggested action
Assign users who handle a high volume of faxes to a mailbox class with
more storage capacity.

Are callers leaving fax messages?

Compare the number in the Fax Call Answering Sessions field with the
number in the Call Answering Faxes Created field. Compare the number
in the Fax Auto Attendant Sessions field with the number in the Auto
Attendant Faxes Created field. If the number of sessions is much greater
than the number of faxes created, callers might not understand how to
leave a fax message, or a nonexistent mailbox might be specified for Fax
Auto Attendant.

Suggested actions
• Review the prompts used for Fax Call Answering to determine if they
can be more direct and helpful. If so, rerecord the prompts.
• If only one mailbox is specified for Fax Auto Attendant, ensure the
mailbox number is correct.

Messaging Usage Report

This report provides a daily summary of the number of system resources a
mailbox is using. The report provides the amount of channel, storage, and
network resources used, as well as the aggregate number of messages
sent and received. Use this report to gather statistics for mailbox:
• resource usage
• messages sent and received

Additional information
When you run or print this report, include a period of at least 24 hours of
data in the report. This ensures that the information spans a significant
length of time.

Report data

Column Description
Name First and last name of the mailbox owner
Mailbox Number of the mailbox
Date Date for which mailbox usage data is provided

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Column Description
Channel Connect Time Total amount of time that the mailbox was connected to a channel on
(sec) the specified date

Note: The channel connect time does not include outcalling time.

Storage (mm:ss) Average amount of disk space used by the mailbox on the specified
day, in minutes and seconds, and including the amount of space
taken up by voice messages, fax messages, and greetings
Storage (kbytes) Average amount of disk space used by the mailbox on the specified
day, in kbytes
# of SAM Sessions Number of Speech-Activated Messaging sessions that occurred on
the specified date
Desktop Message Number of new voice and fax messages received by clients
Transfers
Messages Received Total number of messages received by the mailbox on the specified
date
Messages Sent Total number of messages originating from the mailbox on the
specified date
Total Average amount of disk space used per mailbox on the specified date
Grand Total Average amount of storage space used per mailbox during the
reporting interval

How much messaging traffic does each mailbox user handle?

Check the following fields to obtain information about the volume of
messaging traffic handled by each user:
• Messages Sent
• Messages Received
• Storage (kbytes)
• Number of SAM sessions

Suggested action
Assign users who handle a high volume of messages to a mailbox class
with more storage capacity.

Are there long channel connect times?

Check the Channel Connect Time (sec) field for lengthy connections, which
can indicate that hackers are using the mailbox to place outcalls.

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Suggested actions
• Check the status of the mailbox and its owner. Determine the reason
for the lengthy connections. Is the user actively using the mailbox, on
vacation or extended leave, or no longer with your company?
• If the mailbox is unused because the user is no longer with your
organization, delete the mailbox immediately. Unused mailboxes are
targets for hackers and must be removed.
• If the user is temporarily away, you can either change the user’s
password or disable the mailbox until the user returns.
• If the mailbox is active, inform the user of the situation and ask the user
to change the password immediately. Give the user tips on how to
create secure passwords.
• Monitor the mailbox regularly.

Speech-Activated Messaging Report

This report summarizes information about each Speech-Activated
Messaging (SAM) session to a particular mailbox. Use this report to gather
SAM usage statistics for individual users who have reported trouble with
SAM.

Report data

Column Description
Header: User Name, Last name and first name of the mailbox user, and the number of
Mailbox number the mailbox
Date Date of the session
Time Time of the session
Session Length Length of the session
Caller DN Directory number from which the call originated
Total Unsuccessful Logon Total number of unsuccessful Speech Recognition (SR), Dual-tone
Attempts multifrequency (DMTF), and Mixed logon attempts during the
attempted SAM session
Unsuccessful SAM Logon Number of unsuccessful logon attempts to SAM using SR
Attempts
Unsuccessful DTMF Number of unsuccessful logon attempts to SAM using DTMF
Logon Attempts
Unsuccessful Mixed Number of unsuccessful logon attempts to SAM using either SR or
Logon Attempts DTMF

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Column Description
Logon Result 0 = success with SR

1 = success with DTMF

2 = success with SR and DTMF

3 = maximum invalid

4 = hung up

5 = canceled

6 = timed out

7 = locked out

Total Recognitions Total number of attempted recognitions of user speech by the speech
recognizer
Accepted Recognitions% Percentage of attempted recognitions by SR that were successful
and did not require a confirmation query of the user. Attempted
recognitions occurred because the speech recognizer was statistically
confident that SR understood what the user said.
Queried Recognitions% Percentage of attempted recognitions by SR that were successful
but required a confirmation query of the user. Queried recognitions
occurred because the speech recognizer understood what the user
said, but was statistically unsure and queried the user to confirm.
Rejected Recognitions% Percentage of attempted recognitions by SR that failed. Rejected
recognitions occurred because the speech recognizer did not
understand what the user said and asked the user to try again.
DTMF Switches Number of switches from SAM to DTMF (either 0 or 1)

High percentage of queried or rejected recognition attempts

A high percentage of queried or rejected recognition attempts indicates that
the user attempted to be recognized during this SAM session. If the user
switched to DTMF, the user abandoned SR for this session.

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Suggested actions
Temporary factors can affect SR performance, such as a bad connection
or noisy background, a user not speaking normally due to fatigue, or
other factors. You can determine if problems that affect performance are
temporary by verifying that other SAM sessions for this user do not show
problems.
However, some users consistently have problems with SR. Users can
have the greatest difficulty when the system does not recognize a user’s
mailbox number and password. After a user logs on, a user can use the
SAM commands. Users who fit this profile can try some of the following
alternatives:
• If the phone is not in an open office environment, program the mailbox
for autologon to eliminate the need to speak the mailbox number and
password.
• If users are calling from a wireless telephone, have them program the
mailbox number and password into speed dial.
• Remind users that, if they are calling from a DTMF phone, they can use
DTMF whenever prompted for a number, including mailbox number,
password, or addresses, when composing a message.
• If users are using SAM, because they occasionally pick up messages
from a rotary phone and do not have DTMF, then set up a SAM service
that uses Paced Digit Recognition.

Top Users of Storage Report

Use this report to display the top 50 users of storage as of the date specified
by the report.

Additional information
You must run the system to be reported on for at least one full day (24
hours) before the data in this report is valid.

Report data

Column Description
Name Name associated with the mailbox
Mailbox Number of the mailbox
Storage Used (mm:ss) Total storage used by the mailbox, including greetings, in minutes
and seconds, taken at the date noted beneath the report title
Storage Used (fax pages) Total amount of disk storage used by the user, in fax pages
Storage Used (Kbytes) Total amount of disk storage used by the user, in kbytes

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Column Description
Mailbox Class Mailbox class for the mailbox
Switch Location Name of the switch location

Which users are using the most storage?

Check the mailbox number and the total amount of disk storage taken up
by each user. Storage of messages for long periods of time or storing too
many messages can reduce system performance.

Suggested actions
• Remind users that stored messages take up valuable space.
• Ask users to delete old messages.
• Run the Users Exceeding Storage Limit Report to determine which
users are exceeding their storage limit.

Users Exceeding Storage Limit Report

Use this report to identify users who are exceeding the storage limit
established by their mailbox class.

Report data

Box Description
Name User name associated with the mailbox
Mailbox Number of the mailbox
Storage Used (mm:ss) Total storage used by the user’s mailbox, including greetings, in
minutes and seconds, taken at the date noted beneath the report title
Storage Limit (mm:ss) Maximum storage allowed by the mailbox class
Percent Above Limit Storage exceeding the mailbox class, as a percentage
Mailbox Class Mailbox class of the mailbox
Switch Location Switch location of the mailbox

Which users are exceeding their storage limit?

Check the following fields for information about users who are taking up
more than their allotted percentage of disk space:
• Percent Above Limit
• Storage Used (mm:ss)
• Storage Limit (mm:ss)
• Mailbox Class

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If too many users exceed their storage limit, system resources are tied up,
reducing overall system performance.

Suggested actions
• Contact the appropriate users and ask them to delete old messages.
• Reduce the message retention period set in Mailbox Classes.
• Prevent mailboxes from accepting messages when they are full.
• Ask technical support to move users who need large amounts of storage
to volumes on the hard disk that have more available storage space.
Note: Administrators do not have this permission.

• Run the Call Answering/User Responsiveness Report to determine

if users are checking their messages. See "Call Answering/User
Responsiveness Report" (page 81). If users are not checking their
messages, find out if they are on extended leave. If a user is absent and
their mailbox is exceeding capacity, you can archive their messages
to tape.

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Chapter 10
Multimedia report
This chapter contains the following topics:

"Building Block Summary Report" (page 99)

Building Block Summary Report

Use this report to determine if you need to redesign any applications created
with Application Builder. This report collects information about how certain
building blocks are accessed by callers during a defined time period. This
information helps you to determine if callers are using the blocks efficiently.

Graph format
For this report, you must generate graphs on a block-by-block basis. You
cannot generate one graph for the entire report. Ensure the following criteria
are selected on the Selection Criteria property page:

Item Operator Value

Block Name Is Equal To Type the name of the appropriate block.
ServiceAppID Is Equal To Type the appropriate ServiceAppID.
Block Type Is Equal To Choose the appropriate block type:

1=Announcement

2=Thru-Dial

3=Call Transfer

4=Fax Select

5=menu

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Report data

Column Description
ServiceAppID Unique number used to identify the Application Builder application in
which the block resides. If the application is in the Service DN table,
the application is called a service.
Block Name Name given to the block when it was placed in the application

Block Type Type of block. This report records information for five types of blocks:

• Announcement
• Call Transfer
• Fax Select
• Menu
• Thru-Dial

Date Date the report data was collected for the block

Time Time the report data was collected for the block

Average Access Time Average amount of time callers interacted with the block

Number of Abandonments Number of calls abandoned while in this block

Number of Accesses Number of times this block was reached or accessed

Number of Times Each Number of times that callers pressed keys on the telephone set to
Key Has Been Used interact with the block

# of Faxes Selected Number of faxes selected by callers in an application that contains

Fax Select blocks

Types of blocks
Before you can effectively use the information in this report, you must
understand the difference between the types of blocks. The report
information applies differently to each block.

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In general, AppBuilder applications use two categories of blocks—building

and system. This report is concerned with building blocks, which are
combined to create voice and fax applications. System blocks are used
in voice and fax applications that provide links to existing applications on
the system.

In particular, this report is concerned with five types of building blocks:

Announcement, Call Transfer, Fax Select, Menu, and Thru-Dial.

Announcement
The Announcement block provides the primary way to play voice in an
application.

Call Transfer
The Call Transfer block transfers callers to the default attendant or an
extension of their choice.

Fax Select
The Fax Select block contains a fax document that a caller can select for
same-call or callback delivery.

Menu
The Menu block gives callers options and their corresponding keys on the
telephone set.

Thru-Dial
The Thru-Dial block provides an automated attendant service that transfers
callers to the extension of their choice.

How many times did callers press keys?

By looking at the Number of Accesses field, you can determine how many
times callers pressed keys for each block. A large number of key presses for
a block can indicate unnecessary or misplaced information or hacker activity.

Unnecessary or misplaced information

If the Number of Accesses field contains a large number for an
Announcement block, callers are pressing keys on the telephone set to
interrupt and bypass the announcement.
A large number implies one of the following situations:
• The announcement is unnecessary.
• The announcement must be repositioned elsewhere in the application.
• The announcement must be configured so that callers cannot interrupt it.

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Hacker activity
Check the Number of Accesses field for the Thru-Dial block. If the field
contains a large number for this block, someone might be using the
application to try to place calls to long-distance numbers. To discourage
hacker activity, you can password-protect the Thru-Dial block. As well, you
can ensure that its restriction/permission list does not allow long-distance
calls.

How long did callers use a block?

Look at the Average Access Time field for any block. If the average time
is long, callers can be experiencing difficulty interacting with that particular
block.

A block and its related voice items can hinder caller interaction. For
example, if callers take a long time at the Thru-Dial block, they do not
understand how to enter the number that they want to dial. If callers take
a long time at the Menu or Fax Select blocks, they do not understand the
choices associated with these blocks or how to indicate a choice.

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Chapter 11
Outcalling reports
This chapter contains the following topics:

"DTT Activity Report" (page 103)

"DTT Audit Trail Summary Report" (page 106)

"DTT Audit Trail Detail Report" (page 107)

"Fax Deliveries Activity Report" (page 109)

"Fax On Demand Audit Trail Summary Report" (page 112)

"Fax On Demand Audit Trail Detail Report" (page 115)

"Fax Print Audit Trail Summary Report" (page 117)

"Fax Print Audit Trail Detail Report" (page 119)

"RN Activity Report" (page 122)

"RN Audit Trail Summary Report" (page 124)

"RN Audit Trail Detail Report" (page 126)

DTT Activity Report

This report monitors use of the Delivery to Telephone (DTT) service. Use
this report to determine whether:
• the service is being used
• messages are being delivered
• DTT service can acquire channels when needed
• DTT retry settings are adequate

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Report data

Column Description
Date Date of the specified reporting period
Time Period Time of the specified reporting period
New Requests Total number of new requests for message delivery made to the DTT
service during the reporting period. A request is made whenever a
user tries to compose and send a message to a telephone number
that does not have a mailbox defined in your system.
Retry Failures Number of times the DTT service tried to resend messages that were
not delivered because the retry limit was reached or exceeded. DTT
tries to resend a message when a call attempt results in a busy,
no answer, or answer (but no Dual-tone multifrequency [DTMF]
confirmation) condition up to the number of times defined as the retry
limit. If the user entered an address restricted by the switch, the
attempt is counted as a retry failure.
Other Failures Number of DTT call attempts where the call could not be completed.
A failure can indicate that a message became stale or that the user
entered an address restricted by the restriction/permission list (RPL)
assigned to DTT.
Average Wait Time Average amount of time that the DTT service had to wait during the
(mm:ss) reporting period to acquire a channel to make the outcall
Maximum Wait Time Longest amount of time that the DTT service had to wait during the
(mm:ss) reporting period to acquire a channel to place the outcall
Blocked Attempts Number of DTT attempts that were blocked due to the unavailability
of channels

Is the service being used?

Check the number of new requests. A low number can indicate minimal use
of the DTT service. This condition can be caused by lack of awareness of
the service among users, or lack of knowledge of how to use the service.

A low number of requests can also indicate a very restrictive RPL. Since the
address is checked when the message is composed, a request is not made
if the number is restricted.

Suggested actions
• Determine if users know about the feature and how to use it.
• If necessary, provide users with additional training.
• Requests are denied if the telephone number is restricted. Check the
restriction/permission list assigned to DTT/DTF in your mailbox classes,
and check NCOS, TGAR, and CLS settings on the switch to ensure that
delivery to the required external phone numbers is allowed.

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• If the restricted numbers are appropriate, inform users of the restricted

numbers to which they are not allowed to address messages.

Are messages being delivered?

Compare the number of successes to the number of new attempts. If the
number of successes is lower than the number of attempts (or a high
number of failures exist), messages are not being delivered.

Suggested actions
• Check the DTT setup in Outcalling Administration.
— Ensure the economy delivery time overlaps with the allowed delivery
times.
— Ensure the stale time setting is not causing messages to become
too old too soon.

• Check the average wait time, maximum wait time, and blocked attempts
to see if the DTT service is having problems acquiring channels.
• Check the retry failures to see if the DTT retry limits are causing delivery
failures.
• Check if the RPL assigned to DTT changed. If the logon session allows
a user to compose a message to an address but the RPL is later
changed, the request fails and is logged under Other Failures.

Are allocated channel resources adequate?

High values in the following fields can indicate that the current channel
allocations for the DTT service are insufficient for the amount of traffic DTT
is generating:
• Average Wait Time
• Maximum Wait Time
• Blocked Attempts

Suggested actions
Increase the minimum or maximum number of channels, or both, allocated
to the DTT service. Do this in the SDN table by modifying the outbound SDN
assigned to DTT. If you do not have enough channels to handle the traffic,
purchase additional channels or change the allocations for other services.

Are retry limits appropriate?

If the number of retry failures is high, reset the retry limits for DTT.

Suggested action
Increase the DTT retry limits that are defined in Outcalling Administration.

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DTT Audit Trail Summary Report

Use this report to determine which call attempts are causing the high retry
counts and failures detected by the DTT Activity Report.

Report data

Column Description
Name Name of the mailbox owner
Mailbox Mailbox number from which the call originated
Date Date the call was made
Time Time the call was made
Duration (hh:mm:ss) Duration of the call in hours, minutes, and seconds
Target Phone Telephone number that was called
Number
Call Status Result of the call in a numeric return code:

4 = Operation successful

14 = Could not reach destination: The phone number

dialed is busy.

15 = Destination did not answer the call.

17 = Long silence detected. Operation completed

successfully but CallPilot could not detect voice on
destination side.

18 = Voice parts of message delivered; fax parts exist

but were not delivered.

19 = Fax parts of multimedia message delivered; voice

parts exist but were not delivered.

22 = Invalid destination number or bad/invalid address

47 = No delivery, voice-only message answered by Fax

machine

Retry Counter Total number of retry attempts that were made at the
time of the call attempt. This field increments by one
each time a retry attempt is made.

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 DTT Audit Trail Detail Report 107

DTT Audit Trail Detail Report

Use this report to monitor Delivery to Telephone (DTT) usage by mailbox.

Report data

Box Description
Name Name of the mailbox owner
Msg ID Identification number of the message
Target Phone Telephone number that was called
Number
Date Date the call was made
Time Time the call was made
Duration (hh:mm:ss) Length of the call in hours, minutes, and seconds
Call Retries Total number of retry attempts made. This field
increments by one each time a retry attempt is made.
Process Type One of the following audit trail entry types displays:

1 = Server process. This could be a submission of

a new request, the rescheduling of a request, or the
removal of a request.

2 = Agent made a call.

3 = Agent attempted to make a call but failed. This can

be due to restriction/permission settings, problems with
the switch (for example, no dial tone) or configuration.

Call Status Result of the call in a numeric return code:

4 = Operation successful

14 = Could not reach destination: The phone number

dialed is busy.

15 = Destination did not answer the call.

17 = Long silence detected. Operation completed

successfully but CallPilot could not detect voice on
destination side.

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Box Description
18 = Voice parts of multimedia message delivered; fax
parts exist but were not delivered.

19 = Fax parts of multimedia message delivered; voice

parts exist but were not delivered.

22 = Invalid destination number or bad/invalid address

47 = No delivery, voice-only message answered by Fax

machine

Action Action performed on the request:

1 = Reschedule

2 = Remove

3 = Add

Reason Why an action occurred, in a numeric code:

1 = Answer limit exceeded

2 = Busy limit exceeded

3 = No answer limit exceeded

4 = End of period

5 = User logon

6 = RN disabled

7 = New message arrival

8 = Delivery OK

9 = Delivery failed

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 Fax Deliveries Activity Report 109

Box Description
10 = Message deleted

11 = Message read

12 = Invalid DN

13 = Message Recovered

14 = Profile Changed

Channel Number DN of the channel used to place the call

Fax Deliveries Activity Report

This report monitors Delivery to Fax (DTF) and fax printing activity over a
specified time period. This means you receive reports on fax deliveries to
non-mailbox numbers (Delivery to Fax), as well as fax callback numbers
entered by callers who access services, created with Application Builder,
that contain Fax Send blocks. In this last example, the DTF service is also
used to deliver the faxes to callers. Use this report to determine whether:
• these services are being used
• messages are being delivered
• DTF service can acquire channels when needed
• DTF retry settings are adequate

Additional information
You can print this report as a graph.

Report data

Column Description
Date/Time Period Date and time interval of the specified reporting period
New Requests Total number of new requests for fax delivery that were made during
the reporting interval. A request is counted whenever a user tries
to forward a fax to a mailbox, or a telephone number that is not a
mailbox, or when a caller into an Application Builder service requests
that a fax be delivered to a callback number.
New Attempts Total number of attempts made to process the new requests for DTF
and fax printing services during the specified time period

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Column Description
Retries Number of times that the DTF service retried delivering faxes that
could not be delivered. DTF retries fax delivery when the destination
fax device is busy or there is no answer, or when transmission failure
occurs
Successes Total number of successful fax deliveries during the specified time
period
Retry Failures Number of times that faxes could not be delivered because the
retry limit was reached or exceeded. The system retries delivery
attempts if the destination fax machine is busy or does not answer,
if the connection cannot be made, or if a transmission error occurs.
If the target fax number is restricted by the switch, the attempt is
counted as a retry failure.
Other Failures Number of times faxes could not be delivered for reasons other than
retry failures. A failure logged in this field can indicate that a fax
became stale or that the target fax number is restricted in the RPL.
Average Wait Time Average amount of time the system waited to acquire a channel to
(mm:ss) deliver faxes
Maximum Wait Time Longest amount of time the system had to wait to acquire a channel
(mm:ss) to deliver a fax
Blocked Attempts Number of fax delivery attempts that were blocked because channels
were not available

Are the services being used?

Check the number of new requests. A low number can indicate that callers
are unaware the service exists, or that callers do not understand how to use
the feature. Also, there can be a hardware or software problem.

A low number of requests can indicate a very restrictive RPL. Because

the system checks the address the message is composed, a request is
not made if the number is restricted.

Suggested actions
• Ensure the prompts recorded for the Application Builder service are
worded clearly.
• Look for ways to promote the applications to users and callers (in the
case of Application Builder services).
• Requests are denied if the fax number is restricted. Check the
restriction/permission list assigned to DTT/DTF in your mailbox classes,
and check NCOS, TGAR, and CLS settings on the switch to ensure that
delivery to the required external fax numbers is allowed.
• If the restricted numbers are appropriate, inform users of the restricted
numbers to which they are not allowed to send faxes.

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• If the Application Builder service is restored from backup, ensure the

service is opened, checked, and saved. Otherwise, callers hear an error
prompt.
• Investigate and correct technical problems.

Are messages being delivered?

If the number of successes is lower than the number of new attempts (or a
high number of failures exist), faxes are not being delivered.

Suggested actions
• Check the DTF setup in Outcalling Administration.
— Ensure the economy delivery time overlaps with the allowed delivery
times.
— Ensure the stale time setting is not causing faxes to become too
old too soon.

• Check the average wait time, maximum wait time, and blocked attempts
to determine if the DTF service is having problems acquiring channels.
• Check if the RPL assigned to DTT/DTF changed. If the logon session
allows a user to send a fax to a particular fax number, but the RPL is
later changed, the request fails and is logged under Other Failures.
• Check the retry failures to determine if the DTF retry limits are causing
delivery failures or if indications exist of problems with the destination
device.

Are allocated channel resources adequate?

High values in the following fields can indicate that the current channel
allocations for the DTF service are insufficient to handle the amount of
traffic DTF generates:
• Average Wait Time
• Maximum Wait Time
• Blocked Attempts

Suggested actions
• Increase the minimum or maximum number of channels allocated to the
DTF service. In the SDN Table, modify the outbound SDN assigned to
DTF (and Multicast DTF, which is used to send broadcast fax messages).
• If you do not have enough channels to handle the traffic, you can
purchase additional channels or change the allocations for other
services.

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Are retry limits appropriate?

Check the number of fax retries. Large numbers of retries indicate there
were problems, such as busy, no answer, no carrier, or transmission error,
making a connection to the destination fax machine.

Suggested actions
• To determine specific instances of high retries, run the Fax Audit Trail
Summary Report for the corresponding time interval to determine if the
causes are due to no carrier or transmission errors. See "Fax Print Audit
Trail Summary Report" (page 117). If so, contact the organization to
which you are sending faxes, and ask them to examine their equipment.
• Increase some of the retry limits configured in Outcalling Administration.

Fax On Demand Audit Trail Summary Report

This report provides summary information about Delivery to Fax calls placed
by Application Builder services with fax callback capability. Use this report to
investigate potential fax delivery problems that certain services experience.
For example, the Fax Deliveries Activity Report alerts you when significant
number of fax deliveries were unsuccessful due to retry failures. You can
generate the Fax on Demand Audit Trail or the Fax Deliveries Activity Report
to obtain details, such as the called DN and the reason for the retry failure
(for example, no carrier versus transmission problems).
Use this report to troubleshoot:
• an Application Builder service
• a particular fax device
• lengthy fax delivery sessions

Report data

Column Description
Date Date of the fax delivery
Time Time of the fax delivery
Duration (hh:mm:ss) Length of the call in hours, minutes, and second
Target Phone Number Destination DN (fax phone number) of the call

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Column Description
Call Status Result of the call, in a numeric return code:

4 = Operation successful

6 = Protocol error

14 = Could not reach destination: the phone number dialed is busy

15 = Destination did not answer the call

17 = Long silence detected. Operation completed successfully but

CallPilot could not detect voice on destination side.

18 = Voice parts of message delivered; fax parts exist but were not
delivered

19 = Fax parts of message delivered; voice parts exist but were not
delivered

22 = Invalid destination number or bad/invalid address

23 = Local system error

Successful Delivery Whether the fax was successfully delivered (Yes or No).
Service DN Service Directory Number (SDN) of the Application Builder service
from which a caller requested fax delivery to a callback number
App Name Name of the service (application) from which a caller requested fax
delivery to a callback number

Note: The App Name shows only the current information associated
with the SDN. This information might not match the App Name at the
time the call is made due to changes in the Service DN application
or the application session profile.

Billing DN Billing directory number of the application that originated the call

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Column Description

Note: The Billing DN shows only the current information associated

with the Service DN. This information might not match the Billing DN at
the time the call is made due to changes in the Service DN application
or the application session profile.

Is there a problem with an Application Builder service?

If callers are requesting faxes from a particular service and faxes are
regularly not delivered, a problem can exist with the service setup.

Check the Successful Delivery field for unsuccessful calls. Then check
the SDN and App Name fields to determine whether faxes requested from
particular services are not delivered.

Suggested action
Check the session profile of the Application Builder service (accessible from
the SDN table). If the page transmission error handling is set to Quit, faxes
are not delivered if an error occurs. Set this option to Continue to allow the
service to retry transmission.

Is there a problem with a particular fax device?

Faxes sent to a particular fax device might not be delivered if a problem
exists with the receiving fax device, for example when the fax machine is
out of paper or turned off.

Check the Successful Delivery field for unsuccessful calls. Then check the
Target Phone Number field to determine if failed deliveries are associated
with the same DN(s).

Suggested actions
• Contact the owner of the called DN to identify if a problem exists with the
destination device.
• Run the Fax On Demand Audit Trail Detail Report.

Are there any lengthy sessions?

Check the Duration field for long fax delivery sessions. A long session
can indicate that hackers gained access to an Application Builder service
with fax callback capability, and are using the service to send faxes to
pay-per-call numbers.

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Suggested actions
• Take the Application Builder application out of service until the problem
is fixed.
• Reduce the session time limit in the SDN configuration of the service.
• Follow up to determine if the called DN is a pay-per-call number. If so,
report your findings to the system administrator.
• If the service allows toll calls, assign a more restrictive
restriction/permission list to the service.
• Use password blocks to require callers to enter passwords before
entering callback numbers that incur long-distance charges.

Fax On Demand Audit Trail Detail Report

This report traces the fax delivery process from the outcall request to the
final outcome. Use it to determine why a specific fax delivery attempt failed.
The report provides the results and the reason for the failure.

Report data

Column Description
Target Phone Number Target DN of the fax delivery attempt
Msg ID Unique number the system assigned to each Delivery to Fax request.
This allows all requests to be tracked.
Date Date of the fax delivery attempt
Time Time of the fax delivery attempt
Duration (hh:mm:ss) Length of the call in hours, minutes, and seconds
Service DN Service DN of the service from which the callback fax call originated
Call Retries Total number of retries for this request that have been made since
the first attempt to deliver the fax. After each attempt, the counter
increments by one. (The first attempt is considered retry 0.)
Process Type Type of audit trail entry:

1 = Server process. This can be a submission of a new request, the

rescheduling of a request, or the removal of a request.

2 = Agent made a call.

Process Type (continued) 3 = Agent attempted to make a call but failed. This can be due to
restriction/permission settings, problems with the switch (for example,
no dial tone), or configuration.

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Column Description
Call Status Result of the call, in a numeric return code:

4 = Operation successful

6 = Protocol error

14 = Could not reach destination: the phone number dialed is busy

15 = Destination did not answer the call

17 = Long silence detected. Operation completed successfully but

CallPilot could not detect voice on destination side.

18 = Voice parts of message delivered; fax parts exist but were not
delivered

19 = Fax parts of message delivered; voice parts exist but were not
delivered

22 = Invalid destination number or bad/invalid address

23 = Local system error

Action Action performed on the request:

1 = Reschedule

2 = Remove

3 = Add

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Column Description
Reason Why an action occurred:

1 = Answer limit exceeded

2 = Busy limit exceeded

3 = No answer limit exceeded

4 = End of period

5 = User logon

6 = Disabled

7 = New message arrival

8 = Delivery OK

9 = Delivery Failed

10 = Message Deleted

11 = Message Read

12 = Invalid DN

13 = Message Recovered

14 = Profile Changed

Channel Number DN of the channel used to place the call

Fax Print Audit Trail Summary Report

This report tells you whether problems are with particular fax machines or
are associated with particular mailboxes. Use the report to determine which
fax printing attempts are causing high retry counts and failures. This report
is used with the Fax Print Audit Trail Detail Report.

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Report data

Column Description
Date Date of the fax printing attempt
Time Time of the fax printing attempt
Duration (hh:mm:ss) Length of the call in hours, minutes, and seconds
Target Phone Number DN of the fax device to which the fax was sent for printing
Call Status Call in a numeric return code:

4 = Operation successful

6 = Protocol error

14 = Could not reach destination: the phone number dialed is busy

15 = Destination did not answer the call

17 = Long silence detected. Operation completed successfully but

CallPilot could not detect voice on destination side.

18 = Voice parts of message delivered; fax parts exist but were not
delivered

19 = Fax parts of message delivered; voice parts exist but were not
delivered

Call Status (continued) 22 = Invalid destination number or bad/invalid address

23 = Local system error

Successful Delivery Whether the fax was successfully printed (Yes or No)
Name First and last name of the user who printed the fax
Mailbox Number of the mailbox from which the print request originated

Is there a problem with a particular fax machine?

Check the Target Phone Number field to see if printing problems are
occurring with the same fax DN.

Suggested actions
• Test the fax machine associated with the DN to see if problems exist.

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• To explore the cause of the problems in greater detail, run the Fax
Print Audit Trail Detail Report. See "Fax Print Audit Trail Detail Report"
(page 119).

Fax Print Audit Trail Detail Report

This report traces the fax delivery process from the print request to the
final outcome. Use the report to determine why a specific fax print delivery
attempt failed. The report provides the results and the reason for the failure.
This report is available only if Multimedia Messaging is enabled on your
system.

Report data

Column Description
Target Phone Number Number of the fax machine to which the fax was sent for printing
Msg ID Identification number assigned to the fax for tracking purposes
Date Date of the printing attempt
Time Time of the printing attempt
Duration (hh:mm:ss) Length of the call in hours, minutes, and seconds
Mailbox Number of the mailbox that requested fax printing
Call Retries Total number of retries for this request that have been made since
the first attempt. After each attempt, the counter increments by one.
Process Type Type of audit trail entry:

1 = Server process. This can be a submission of a new request, the

rescheduling of a request, or the removal of a request.

2 = Agent made a call.

3 = Agent attempted to make a call but failed. This can be due to

restriction/permission settings, problems with the switch (for example,
no dial tone), or configuration.

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Column Description
Call Status Result of the call in a numeric return code:

4 = Operation successful

6 = Protocol error

14 = Could not reach destination: the phone number dialed is busy

15 = Destination did not answer the call

17 = Long silence detected. Operation completed successfully but

CallPilot could not detect voice on destination side.

18 = Voice parts of message delivered; fax parts exist but were not
delivered

19 = Fax parts of message delivered; voice parts exist but were not
delivered

22 = Invalid destination number or bad/invalid address

23 = Local system error

Action Action performed on the request. The possibilities include:

1 = Reschedule

2 = Remove

3 = Add

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Column Description
Reason Why an action occurred:

1 = Answer limit exceeded

2 = Busy limit exceeded

3 = No answer limit exceeded

4 = End of period

5 = User logon

6 = Disabled

7 = New message arrival

8 = Delivery OK

9 = Delivery Failed

10 = Message Deleted

11 = Message Read

12 = Invalid DN

13 = Message Recovered

14 = Profile Changed

Channel Number DN of the channel used to place the call

Are there recurring fax printing failures?

Repeated failures to print faxes can indicate problems with the channel
hardware. Look at the Channel Number field to determine which channel
was acquired to print the fax. If the same DN recurs along with printing
failures, this can indicate channel problems.

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RN Activity Report
This report can determine Remote Notification (RN) busy times. Use the
report to obtain information about Remote Notification activity during a
specified time period.
Use this report to troubleshoot:
• low usage of the remote notification feature
• restriction/permission lists applied to remote notification
• inadequate channel allocations for the service

Report data

Column Description
Date Date of the specified period
Time Period Time of the specified period
New Requests Number of new RN requests during the specified time period
Retry Failures Number of RN attempts that failed because the user did not log on
to listen to new messages before the retry limit was exceeded. This
can indicate one of the following situations:

• The notification could not be delivered because the retry limit was
exceeded and RN for that message stopped.
• The notification was delivered, but the user did not log on to listen
to the new message.
• The target DN is restricted on the switch.

Other Failures Number of RN attempts that failed due to reasons other than retry
failures. A failure can occur if:

• The RPL assigned to DTF changed after an RN request was

accepted.
• A notification request occurs outside the allowed time period.

Average Wait Time Average amount of time, in minutes and seconds, it took the RN
(mm:ss) service to acquire channels to place notification calls during the
specified time period

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Column Description
Maximum Wait Time Longest amount of time, in minutes and seconds, it took for the RN
(mm:ss) service to acquire a channel to make a call
Blocked Attempts Total number of times that an RN attempt was blocked because a
channel could not be acquired

Is the service being used?

A low number in the New Requests field can indicate low use of the RN
service. This can be due to a lack of awareness of the service among users,
or a lack of knowledge of how to use the service.

A low number of new requests can also indicate that the RN server is out of
service or not working.

Suggested actions
• Find out if users know about the feature and how to use it. If required,
provide users with additional training.
• Check the status of the RN server.

Are there excessive RN failures?

If the number of failed requests or other failures is high, notifications are not
being delivered to users, and there could be a technical or setup problem.

Failures can indicate that the RPL assigned to RN changed after users set
up their target DNs.

Suggested actions
• A high number of failures can indicate that RN to pagers is not working
because of the pager setup. Check the pager configuration in your
mailbox classes.
• Contact your pager company to ensure they have enough lines to
handle the volume of pager requests.
• Check the average wait time, maximum wait time, and blocked attempts
to determine if the RN service is having problems acquiring channels.
• If the RPL assigned to RN changed, inform users of the newly restricted
numbers so they can update their target DNs.
• Run the RN Audit Trail Summary Report to isolate specific instances of
failure. See "RN Audit Trail Summary Report" (page 124).

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Are allocated channel resources adequate?

High values in the following fields can indicate that the current channel
allocations for the RN service are insufficient for the amount of traffic RN is
generating:
• Average Wait Time
• Maximum Wait Time
• Blocked Attempts

Suggested actions
Increase the minimum or maximum number of channels or both, allocated
to the RN service. Do this in the SDN Table by modifying the outbound SDN
assigned to RN. If you do not have enough channels to handle the traffic,
purchase additional channels or change allocations for other services.

RN Audit Trail Summary Report

This report shows information about successful and unsuccessful calls.
Use this report to determine which Remote Notification (RN) attempts are
causing the high number of failures detected by the RN Activity Report.
Use this report to troubleshoot:
• high recounts and failures
• RN setup of users

Report data

Column Description
Name Name of the user to which the RN was made
Mailbox Mailbox number from which the RN attempt originated
Date Date of the call
Time Time of the call
Duration (hh:mm:ss) Duration of the call in hours, minutes, and seconds
Target Phone Number Telephone or pager number that the mailbox called. This is
the target DN defined in the RN setup of users.

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Column Description
Call Status Result of the call, in a numeric return code:

4 = Operation successful

14 = Could not reach destination: the phone number dialed

is busy

15 = Destination did not answer the call

17 = Long silence detected. Operation completed

successfully but CallPilot could not detect voice on
destination side.

22 = Invalid destination number or bad/invalid address

23 = Dial tone not detected, or Local system error, or

Unknown outcalling status

Retry Counter Total number of retries for this RN request that have been
made since the first attempt. After each attempt, the
counter increments by one. RN attempts are retried if,
for the first attempt, the target DN is busy, not answered,
or answered without the user logging on to listen to new
messages.

A number in brackets, for example, (1), represents a call

retry attempt for which the call is answered; however, the
recipient does not confirm the reception of the message,
the recipient hangs up.

Which calls failed?

Determine which call attempts are causing the high retry counts and failures.

Suggested action
Run the RN Audit Trail Detail Report to determine the details of each request
submitted by the RN service. See "RN Audit Trail Detail Report" (page 126).

Are there problems with a users RN setup?

If calls originating from certain mailboxes keep failing, there can be problems
with how users set up their RN service.

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Suggested actions
• Check the Mailbox field to determine if repeated RN failures occur from
the same mailbox. The user might have selected the wrong device type
in their RN setup or entered the wrong Personal Identification Number
(PIN) (if notification is to a pager). Check the RN setup of the user in
User Manager, or ask the user to verify the device type and PIN in
their RN setup.
• Check the Target Phone Number field to determine if repeated RN
failures occur to certain phone numbers. If so, the target DN defined by
the user might be invalid. From User Manager, check the RN setup of
the user. Call the target DN to determine what happens. If you confirm
that the number is not valid, contact the user and ask the user to change
or delete the target DN.
• Check the RN setup of the user from User Manager to determine if the
time period is defined for too short a time.

RN Audit Trail Detail Report

This report only shows information about unsuccessful calls. This report
is typically run after the RN Audit Trail Summary Report. Use it to see the
details of each request submitted to the Remote Notification (RN) service.
Use this report to troubleshoot
• unusual traffic patterns
• users not receiving RNs

Report data

Column Description
Name Name of the mailbox owner
Msg ID Identification number assigned to the message for tracking
purposes
Target Phone Number Telephone number that the mailbox called
Date Date of the call
Time Time of the call
Duration (hh:mm:ss) Duration of the call in hours, minutes, and seconds

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Column Description
Call Retries Total number of retries for this RN request that have been
made since the first attempt. After each attempt, the
counter increments by one. RN attempts are retried if, for
the first attempt, the target DN is busy, not answered, or
answered, but the user does not log on to listen to new
messages.

A number in brackets, for example, (1), represents a call

retry attempt for which the call is answered; however, the
recipient does not confirm the reception of the message,
the recipient hangs up.

Process Type One of the following audit trail entry types is displayed:

1 = Server process. This can be a submission of a new

request, the rescheduling of a request, or the removal of
a request.

2 = Agent made a call.

3 = Agent attempted to make a call but failed. This can be

due to restriction/permission settings, problems with the
switch (for example, no dial tone), or configuration.

Call Status Result of the call, in a numeric return code:

4 = Operation successful

14 = Could not reach destination: the phone number dialed

is busy

15 = Destination did not answer the call

17 = Long silence detected. Operation completed

successfully but CallPilot could not detect voice on
destination side.

22 = Invalid destination number or bad/invalid address

23 = Dial tone not detected, or Local system error, or

Unknown outcalling status

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Column Description

Action Action performed on the request:

1 = Reschedule

2 = Remove

3 = Add

Reason Why an action occurred:

1 = Answer limit exceeded

2 = Busy limit exceeded

3 = No answer limit exceeded

4 = End of period

5 = User logon

6 = RN disabled

7 = New message arrival

8 = Delivery OK

9 = Delivery Failed

10 = Message Deleted

11 = Message Read

12 = Invalid DN

13 = Message Recovered

14 = Profile Changed

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Column Description

Channel Number DN of the channel used to place the call

Are there unusual traffic patterns?

To check whether unusual traffic patterns are occurring, run the Channel
Usage Report. See "Channel Usage Report" (page 69). You can also check
the DSP hardware and switch terminal number status.

Are there failed RNs?

If users complain about not receiving RNs, complete the following actions
to identify the cause:
• Call the target phone number yourself. If the number is not valid, contact
the user and ask them to change or delete the target DN.
• Set up an RN to your telephone, and listen to the call.

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 131

Chapter 12
Networking reports
This chapter contains the following topics:

"Networking Activity Report" (page 131)

"Open Networking Activity Report" (page 134)

Networking Activity Report

This report monitors the messaging network activity between the local site
and remote sites within your messaging network. Use it to:
• determine whether AMIS and Enterprise networking can access
sufficient channel resources for the networking traffic load
• determine the network message traffic levels to each remote site (server)
• identify high numbers of failed networking sessions
• identify high numbers of Non Delivery Notification (NDN) messages
• identify high numbers of undelivered messages
• identify times when remote sites are not available

Additional information
You can print this report as a graph.

Report data

Column Description
Date Date of the specified reporting period
Time Period Time of the specified reporting period

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Column Description
Protocol Networking protocol. Possible values are:

• Enterprise
• AMIS
• VPIM
• unknown

Messaging Server Name of the remote server being monitored

Messages Sent Total number of messages sent (including ACKs and NDNs) to the
specified remote server from the local site
Messages Received Total number of messages received (including ACKs and NDNs)
from the specified remote server
Connect Time (mm:ss) Total connection time between the local and remote site, in minutes
and seconds
Total Sessions Total number of connection attempts with the specified remote server
Failed Network Sessions Total number of connections made with the specified remote server
which later failed due to an error
Blocked Attempts Total number of connection attempts with the specified remote server
that failed because a channel was not available at the local site
Site Unavailable Number of times a connection to the remote server failed because
the network call was dropped (call not answered or busy tone) or the
network protocol failed (no D tone after C tone)
NDN Messages Delivered Total number of NDN messages sent to remote site because
messages could not be delivered to mailboxes at the local site
Undelivered Messages Total number of messages that could not be delivered to the remote
server before the message stale timer expires

Notes:
1. Several messages can be sent within one session.
2. Several sessions can be required to successfully deliver a message.

Does the network have sufficient capacity?

Check the Blocked Attempts field. A large number of blocked attempts can
indicate that a channel was not available.

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Suggested actions
• Check the SDN table to determine if a maximum channel limit is
placed on AMIS or Enterprise networking services. If so, increase the
maximum.
• Install additional channels.
• Run this report with an interval that extends from midnight to midnight
over a typical business day. The graph shows the total network connect
time for each hour of the day.
• Compare the connect times for the busiest hour to the maximum
possible connect time (60 minutes for each channel times the maximum
channels allowed for AMIS or Enterprise in the SDN table).
• The ratio of the connect time to maximum possible connect time is an
approximate estimate of the probability that an inbound or outbound
network attempt will be blocked.
• If the ratio exceeds 40 percent, increase the maximum channels for
AMIS or Enterprise in the SDN table. If the channel is already set to the
maximum, add more voice channel capacity to the local site.

Identify high numbers of failed sessions

Check the Failed Network Sessions field. A large number of failed sessions
can indicate insufficient channel capacity at the remote site for handling the
incoming networking calls.

Suggested actions
• Increase the maximum channels for AMIS or Enterprise in the SDN
table. If the channels is already set to the maximum, add more voice
channel capacity to the local site.
• Install more channels.

Identify high numbers of NDN messages

Check the NDN Messages Delivered field. A large number indicates that
remote users are not receiving messages sent by local users. This can
indicate incorrect configuration problems at the remote site.

Suggested actions
• Check your configuration.
• Alert the remote site administrator.

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Identify high numbers of undelivered messages

Check the Undelivered Messages field. A message is undelivered when a
successful networking session to a remote site cannot be established before
the message stale time expires. A large number of undelivered messages
can indicate networking problems at the remote site.

Suggested actions
• Adjust the stale time configuration.
• Alert the remote site administrator. If multiple sites experience the same
problem, local site networking can be the source of the problem.

Identify times when remote sites are not available

Check the Site Unavailable field. A large number of unavailable site
occurrences indicates that a network call was dropped or the protocol failed.

Open Networking Activity Report

This report shows the messaging networking activity of the local site to
open remote sites. Use the report to determine how efficiently your system
is working. The information in the report indicates if your system is properly
configured for the system traffic or if your system requires modifications.
An open remote site is not included in your network database and is not
considered part of the integrated messaging network. AMIS Networking
and VPIM Networking are the networking solutions that can exchange
messages with open sites.
Note: Networking activity to integrated sites, which are part of your
messaging network, is shown in the Networking Activity Report.

Use this report to check the number of:

• blocked session attempts
• Nondelivery Notifications (NDN) and undelivered messages
• failed networking sessions

Additional information
You can print this report as a graph.

Report data

Column Description
Date Date of the specified period
Time Period Time of the specified period
Protocol AMIS or VPIM Networking

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Column Description
Messages Sent Total number of messages sent through open networking
Messages Received Total number of messages received through open networking
Total connect time used by open networking sessions in hours,
Connect Time (hh:mm:ss)
minutes, and seconds
Completed Sessions Total number of completed open networking sessions
Failed Sessions Total number of failed open networking sessions
Total number of blocked session attempts with the specified remote
Blocked Session Attempts
site
Number of times an outgoing session was attempted with an available
Site Unavailable port, but the session can not be established because the remote
site was not responding
NDN Messages Delivered Number of NDN messages returned to the local site
Total number of undelivered messages. An undelivered message
Undelivered Messages occurs when a successful networking session to the remote site
cannot be established before the message stale timer expires.

Identify high numbers of blocked sessions

Check the number of blocked session attempts. A large number can indicate
that additional channels should be allowed for AMIS Networking.

Suggested action
Increase the maximum channels for AMIS in the SDN table.

Identify high numbers of NDNs

Check the number of NDNs and undelivered messages. If the number of
NDNs delivered or the number of undelivered messages is high, there
can be a problem with your networking setup or with the switch/telephone
network. Since Open AMIS requires the user to enter the DN to dial at the
destination messaging system, the user might be addressing messages
incorrectly.

Suggested action
Refer to the appropriate networking implementation and administration
guide for details on the proper setup of the networking features in your
system.

Identify high numbers of failed networking sessions

Check the number of failed networking sessions. A high number can
indicate problems between sites.

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Suggested action
Contact your system administrator and the administrator of the site you are
trying to reach.

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Chapter 13
Bill-back reports
This chapter contains the following topics:

"800 Access Bill-back Report" (page 137)

"DTT Usage Bill-back Report" (page 138)

"Messaging Usage Bill-back Report" (page 139)

"Network Usage Bill-back Report" (page 140)

"RN Usage Bill-back Report" (page 140)

"Fax on Demand Bill-back Report" (page 141)

"Fax Print Bill-back Report" (page 142)

800 Access Bill-back Report

Use this report to monitor 800 service use. Each call over an 800 facility to
a specific mailbox is captured by name, mailbox, and department to allow
easy billing.

Additional information
• You can export this report to a file format that you can use with an
external bill-back program.
• If you set Department or Mailbox as the primary sorting criterion for this
report, the Length Subtotal field appears in the printed report.

Report data

Column Description
Date Date of the 800 call

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Column Description
Time Time of the 800 call
Length (sec.) Length of time of the call, in seconds
Called DN The VSDN on which the call terminated
Session Type The type of session that the call originated from:
VM—Voice Messaging
MM—Multimedia Messaging
EVM—Express Voice Messaging
SAM—Speech-Activated Messaging
CA—Call Answering
FCA—Fax Call Answering
EFM—Express Fax Messaging
STCA—Shared Telephone Call Answering

Last Name Last name of the mailbox owner

First Name First name of the mailbox owner
Mailbox Mailbox number
Department Department of the mailbox owner
Mailbox Class Class of Service (COS) of the mailbox
Switch Location Name of the switch location

DTT Usage Bill-back Report

Use this report to bill back the cost associated with telephone activity to
the appropriate user or department.

Additional information
• You can export report to a file format that you can use with an external
bill-back program.
• If Department or Mailbox is specified as the primary sorting criterion
for this report, the Call Hold Time Subtotal field appears in the printed
report.

Report data

Column Description
Name Name of the user
Mailbox Mailbox number of the user

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Column Description
Department Department of the user
Date Date of the telephone call
Time Time of the telephone call
Call Hold Time Length of time that the user was on hold, in hours, minutes, and
(hh:mm:ss) seconds
Target DN Directory number that is being called
Retry Counter Number of retries made to complete the call
Mailbox Class Mailbox Class to which the user belongs
Switch Location Name of the switch location

Messaging Usage Bill-back Report

Use this report to bill back the cost associated with telephone activity to a
user, based on the messaging activity of their mailbox. This report shows the
total connect time and the new message time used by the specified mailbox.

Additional information
• You can export this report to a file format that you can use with an
external bill-back program.
• If Department is specified as the primary sorting criterion for this report,
the Session Length Subtotal field appears in the printed report.

Report data

Column Description
Name Name of the mailbox owner
Mailbox Mailbox to which the messaging activity is billed
Department Department to which the mailbox belongs
Total length of time, in seconds, that the mailbox was used in Logon,
Session Length (sec.) Call Answering, or Visit Messenger sessions. If your system has
submailboxes, a summary of connect time appears in the report.
Mailbox Class Class of service to which the mailbox is assigned
Switch Location Name of the switch location
Total Storage (kbytes) Total amount of disk space used by the mailbox, in kbytes
Date Session start date

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Network Usage Bill-back Report

Use this report to record the networking activity of users that resulted in long
distance charges. This report is normally generated as an ASCII file that
can be used with an external bill-back program.

Use these results to bill back Reporter networking usage. The bill-back price
structure can be based on time of day, duration, delivery location (remote
site ID), priority, and billing class. Networking messages and nondelivery
notifications (NDN) are not reflected in this total.

Report data

Column Description
Last Name Last name of the mailbox owner
First Name First name of the mailbox owner
Mailbox Mailbox to which the networking activity is billed
Date Date of the networking session
Time Time of the networking session
Duration
Length of the logon session in hours, minutes, and seconds
(hh:mm:ss)
Messaging Server CallPilot server being monitored
Priority Priority of the networking session
Mailbox Class Class of service to which the mailbox assigned
Department Department associated with the mailbox
Switch Location Name of the switch location

RN Usage Bill-back Report

Use this report to bill the cost of outcalling activity by mailbox. Each record
in this report is a Remote Notification (RN) or Delivery to Telephone (DTT)
call made by the specified mailbox.

Additional information
If Department or Mailbox is specified as the primary sorting criterion for this
report, the Call Hold Time Subtotal field appears in the printed report.

Report data

Column Description
Name Name of the mailbox owner
Mailbox Mailbox to which the report is billed
Department Department number of the active mailbox

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Column Description
Date Date that the call was answered
Time Time that the call was answered
Call Hold Time
Length of the call, in hours, minutes, and seconds
(hh:mm:ss)
Target DN Phone number that was the destination of the call
Retry Counter Number of retries made to complete the call
Mailbox Class Class of service to which the mailbox is assigned
Switch Location Name of the switch location

Fax on Demand Bill-back Report

Use this report to charge the cost of Fax on Demand usage to the
appropriate user or department.

Additional information
If Service DN (SDN) is specified as the primary sort criterion for this report,
the Call Hold Time Subtotal field appears in the printed report.

Report data

Column Description
Service DN Application directory number
Billing DN Directory number to which the bill is sent
Date Date of the fax
Time Time of the fax
Call Hold Time Length of time of the fax in hours, minutes, and seconds
(hh:mm:ss)
Target DN DN (phone number of the fax machine) that was the intended
destination of the fax call
Retry Counter Number of retries at the time of the attempt. This field is incremented
by one each time a call fails to deliver the fax items requested.
Call Status The result of the call, in a numeric return code:

1 = Could not reach destination: line busy

2 = Destination did not answer the call

3 = Unknown status

4 = Operation successful

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Column Description

5 = Protocol error (time out, invalid data received, remote system

aborts session)

6 = Call was answered by a human; also detected no fax carrier

7 = Voice parts of message delivered; fax parts exist but were not
delivered

8 = Fax parts of message delivered; voice parts exist but were not
delivered

9 = Invalid destination number; also site unreachable

10 = System error; unable to initiate outcalling session

11 = The destination DN is restricted

12 = The outcall was answered and the target device was notified

13 = All DNs in the RN setup of the user are invalid

19 = Fax parts of message delivered; voice parts exist but were not
delivered

Fax Print Bill-back Report

Use this report to bill mailbox users for the long distance charges incurred
by printing faxes to fax machines.

Additional information
If Department or Mailbox is specified as the primary sorting criterion for this
report, the Call Hold Time Subtotal field appears in the printed report.

Report data

Column Description
Name Name of the user
Mailbox Number of the mailbox
Department Number of the department to which the user belongs

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Column Description
Date Date on which the faxback call was answered
Time Time at which the faxback call was answered
Call Hold Time Length of the faxback call in hours, minutes, and seconds
(hh:mm:ss)
Target DN Phone number of the fax machine that was the intended destination
of the fax call
Retry Counter Number of retries at the time of the attempt. This field is incremented
by one each time a call fails to deliver the fax items requested.
Call Status The result of the call in a numeric return code:

4 = Operation successful

6 = Protocol error

14 = Could not reach destination: the phone number dialed is busy

15 = Destination did not answer the call

17 = Long silence detected. Operation completed successfully but

CallPilot could not detect voice on destination side.

18 = Voice parts of message delivered; fax parts exist but were not
delivered

19 = Fax parts of message delivered; voice parts exist but were not
delivered

22 = Invalid destination number or Bad/Invalid Address

23 = Local system error

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 145

Chapter 14
Voice Form reports
This chapter contains the following topics:

"Voice Form Callers Detail Report" (page 145)

"Voice Form Summary Report" (page 146)

"Voice Form Transcribers Detail Report" (page 146)

Voice Form Callers Detail Report

This report shows the information collected each time a caller accesses
a voice form or uses a voice form service from a stand-alone application
or an integrated application.
• Standalone voice forms—Callers access these voice forms directly by
dialing into a dedicated service DN. The voice form is not integrated with
other voice forms or applications.
• Integrated voice forms—Callers access these voice forms by dialing into
a service DN assigned to an application created with the Application
Builder software. This application transfers or switches the caller to a
particular voice form.

The data in this report is only for the time period you specify when you
run the report.

Report data

Column Description
Voice Form ID Unique number that identifies the voice form
Voice Form Title Title of the voice form
Calling DN Caller’s directory number (DN)
Login To Voice Form Date and time when the caller begins the voice form session
Date/Time

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Column Description
Logoff From Voice Form Date and time when the caller ends the voice form session
Date/Time
Date and time that system saves the response. If the field is blank,
Response Saved Date/Time
the response was not saved.
Application Type The application type (stand-alone or integrated voice form)

Voice Form Summary Report

This report shows the number responses and the number of transcribed
responses for a particular form during a specified period of time. The data
in this report is only for the time period you specify when you run the report.

Report data

Column Description
Voice Form ID Unique number that identifies the voice form
Voice Form Title Title of the voice form
Total number of responses Total number of saved responses for the voice form
Total number of
Total number of transcribed responses for the voice form
transcribed responses

Voice Form Transcribers Detail Report

This report shows the information collected each time transcribers log on to
a voice form. Data is not collected when any of the following occur:
• a logon attempt is unsuccessful
• the session is disconnected immediately after login due to password
expiry
• service is unavailable

Note that the data in the report is only for the time period specific when
you run the report.

Report data

Column Description
Voice Form ID Unique number that identifies the voice form
Voice Form Title Title of the voice form
Transcriber’s directory number
Calling DN
Appears only when the transcriber used a telephone

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Column Description
IP address of the transcriber’s computer
Computer IP address
Appears only when the transcriber uses MyCallPilot

Transcriber mailbox Transcriber’s mailbox number

number Appears only when the transcriber used MyCallPilot
Login To Voice Form
Date and time that the transcriber logged in to voice form
Date/Time
Logoff From Voice Form
Date and time that the transcriber logs out of the voice form.
Date/Time
Number of transcribed Number of transcribed responses for the session (that is, the time
responses between log on and log off)
Transcriber User Interface Indicates whether the transcriber used a telephone or MyCallPilot to
(Telephone/MyCallPilot) transcribe the voice form

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 149

Chapter 15
Alert reports
This chapter contains the following topics:

"Failed DTT Alert" (page 149)

"Failed RN Alert" (page 150)

"RN Target Problem Alert" (page 151)

"Failed Networking Sessions Alert" (page 152)

"Failed Fax Delivery Alert" (page 153)

"Excessive After-Hours Logons Alert" (page 154)

"Excessive Thru-Dialer Access Alert" (page 156)

"Excessive Incomplete Messaging Accesses Alert" (page 158)

"Excessive Failed Logons Alert" (page 159)

Failed DTT Alert

The Delivery to Telephone (DTT) service allows users to send messages to
telephone numbers that do not have mailboxes.

Set a threshold for this alert if you want to be notified of failed message
deliveries. This alert is triggered if the percentage of failed DTT attempts
exceeds the specified threshold.

Note: Thresholds are set using the CallPilot Reporter program. For
more information, see "Set a threshold for an alert" (page 37).

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Alert data

Column Description
Date Date of the failures
Time Period Time of the failures
New Arrivals Number of new requests that were made to the DTT service during
the time period
Cancelled by Retry Limits Number of DTT attempts canceled due to exceeded busy, no answer,
or answered (no Dual-tone Multi-frequency [DTMF] confirmation)
retry limits or because the message became too old
Cancelled by Other Number of DTT attempts that were canceled for other reasons. For
example, DTT attempts could have been canceled if no channels
were available.
Total Failed Total number of DTT outcalls that failed due to retry or other causes.
This number, taken as a percentage of the total DTT outcalls, triggers
the alert if the predefined threshold is exceeded.

Investigate possible causes of failure

A high number of failed DTT sessions can indicate a problem with the DTT
service setup.

Suggested actions
To identify why DTT attempts are failing, run the following reports to obtain
more detailed information about DTT call sessions:
• "DTT Activity Report" (page 103)
• "DTT Audit Trail Summary Report" (page 106)
• "DTT Audit Trail Detail Report" (page 107)

See Chapter 11 "Outcalling reports" (page 103).

Failed RN Alert
The Remote Notification (RN) service notifies users of new messages in
their mailboxes. The RN service calls the user at a remote phone or pager,
as defined by the user. This service is enabled on a per mailbox class basis.

Set a threshold for this alert if you want to be notified of failed notifications.
This alert is triggered if the percentage of failed RN attempts exceeds the
specified threshold.

Note: Thresholds are set using the CallPilot Reporter program. For
more information, see "Set a threshold for an alert" (page 37).

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Alert data

Column Description
Date Date of the alert
Time Period Time period covered by the alert
New Arrivals Number of new requests that were made to the RN service during
the time period
Cancelled by Retry Limits Number of RN attempts canceled due to exceeded busy, no answer,
or answered (no DTMF confirmation) retry limits or because the
message became too old
Cancelled by Other Number of RN attempts that were canceled for other reasons. For
example, RN attempts might have been canceled if no channels
were available.
Total Failed Total number of RN outcalls that failed due to retry or other causes.
This number, taken as a percentage of the total RN outcalls, triggers
the alert if the predefined threshold is exceeded.

Investigate possible causes of failure

A high number of failed RN sessions can indicate a problem with the RN
service setup.

Suggested actions
To identify why RN attempts are failing, run the following reports to get more
detailed information about RN call sessions:
• "RN Activity Report" (page 122)
• "RN Audit Trail Summary Report" (page 124)
• "RN Audit Trail Detail Report" (page 126)

See Chapter 11 "Outcalling reports" (page 103)

RN Target Problem Alert

Remote notifications (RNs) are sent to target telephone or pager numbers
(DNs) that are defined in user schedules. This alert notifies you of target
DNs that the RN service cannot successfully reach. This alert is triggered if,
for example, a user has defined an invalid number.

Set a threshold for this alert if you want to be notified of problems with
defined target DNs. This alert is triggered when the number of failures to a
particular target phone number exceeds the specified threshold.

Note: Thresholds are set using the CallPilot Reporter program. For
more information, see "Set a threshold for an alert" (page 37).

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Alert data

Column Description
Target DN DN was not reached successfully
Date Date of the notification failure
Time Time of the notification failure
Name Owner of the mailbox from which the RN attempt originated
Mailbox Number of the mailbox

Investigate possible causes of failures

Too many failed outcalls to an RN target can indicate an invalid target, a
paging service outage, an RN setup problem, or user unresponsiveness.

Suggested actions
• If the failures are associated with one mailbox, contact the user and ask
them to verify the target DN. Either you or the user must modify the
current DN that is defined in the user’s schedule.
• If the failures to an RN target are associated with many mailboxes,
this can indicate an outage at the paging service, a problem between
CallPilot and the paging service, or user unresponsiveness. To test
whether the paging service is at fault, call the service manually to see if
it issues a page.
• If the pager service appears to be working correctly, run the RN Audit
Trail Detail Report to isolate the cause of the failures. See "RN Audit
Trail Detail Report" (page 126).

Failed Networking Sessions Alert

This alert is useful for determining whether your CallPilot system is
experiencing hardware or setup problems or has insufficient capacity on
either the local or remote site.

Set a threshold for this alert if you want to be notified of network messaging
failures. This alert is triggered when the percentage of message failures
equals or exceeds the specified threshold.

Note: Thresholds are set using the CallPilot Reporter program. For
more information, see "Set a threshold for an alert" (page 37).

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Alert data

Column Description
Messaging Server Identification of the remote site where one or more networking calls
failed
Date Date of the networking failure(s)
Time Period Time of the networking failure(s)
Messages Attempted Total number of networking messages attempted to a particular site
for the given period since the last download of information
Messages Failed Total number of failed messages because the site can not establish a
network session to a particular site in the time period specified
Percent Failed Percentage of failed calls to the number of total attempted calls to
a particular site

Investigate possible causes of failures

Too many failed network sessions indicates a networking hardware problem,
a setup problem, or a lack of modem capacity on the remote site.

Suggested actions
• Run the Networking Activity Report to obtain more information about the
problem. See "Networking Activity Report" (page 131).
• If failures are associated with one remote site, contact the site
administrator. There can be a problem with the site networking setup
or hardware.

Failed Fax Delivery Alert

An attempt to deliver a fax is considered a failure if the complete fax item is
not delivered to the target DN.

Set a threshold for this alert if you want to be notified of unsuccessful fax
deliveries. This alert is triggered when the percentage of failures to a
particular target fax number (DN) exceeds the specified threshold.

Note: Thresholds are set using the CallPilot Reporter program. For
more information, see "Set a threshold for an alert" (page 37).

Alert data

Column Description
Date Date of the fax delivery problem
Time Time of the fax delivery problem

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Column Description
Service DN/Mailbox If the fax originated from a mailbox this indicates the mailbox number.

If the fax originated from an Application Builder service, this indicates

the SDN of the service.

Target DN If the fax originated from a mailbox, this indicates the target fax
number to which the user sent the fax.

If the fax originated from an Application Builder service, this indicates

the fax callback number entered by the caller.

Channel DN Channel number being used for the failed fax delivery

Investigate possible causes of failures

Failed fax deliveries can be due to user error, such as incorrect keying of the
fax number. Too many failed fax delivery sessions can also indicate a setup
problem with fax services, such as Delivery to Fax.

Suggested actions
• Call the target DN to ensure that a fax modem is used to answer the
call (fax modems issue a carrier tone that is audible). Other error
possibilities are a busy signal or that the fax carrier is not available
because the fax machine is out of paper, not turned on, or out of order.
• If most of the failures are associated with one channel, there can be
a hardware problem. Run diagnostics on the channel to determine
whether this is the case. If so, contact technical support.
• If the problem does not seem to be related to the target DN or the
channel, run the following reports to help isolate the cause of failures:
— "Fax Deliveries Activity Report" (page 109)
— "Fax On Demand Audit Trail Summary Report" (page 112)
— "Fax On Demand Audit Trail Detail Report" (page 115)
— "Fax Print Audit Trail Summary Report" (page 117)
— "Fax Print Audit Trail Detail Report" (page 119)

See Chapter 11 "Outcalling reports" (page 103)

Excessive After-Hours Logons Alert

Hackers try to gain access to mailboxes and other system resources during
non-business hours, when their activity is less noticeable.

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Set a threshold for this alert if you want to be notified of a high number
of logons that occur after hours. This alert is triggered if the number of
after-hours logons exceeds the specified threshold.

Note: Thresholds are set using the CallPilot Reporter program. For
more information, see "Set a threshold for an alert" (page 37).

Additional information
Before you can use this alert, you must specify the hours during the day that
your company considers after-hours, or non-business hours. After-hours
are defined using the CallPilot Reporter program. For more information, see
"Changing the alert hours" (page 54).

Alert data

Column Description
Mailbox Mailbox associated with the after-hours logon
Date Date of the after-hours logon
Time Time of the after-hours logon
Duration Length of the logon session in hours, minutes, and seconds
(hh:mm:ss)
Caller DN Telephone number from which the logon originated. This field can
contain four digits (mailbox), five or six digits (trunk group and
member number), the last seven digits of a telephone number, or
asterisks (*) if the data coming from the switch is null.

Identify potential hacker activity

Check whether logons are being made to a particular mailbox or a number
of mailboxes. If the number of logons is very high, or the duration of
the logon sessions is long, hackers might have gained access to some
mailboxes on your system. These can be unused mailboxes hackers are
using for themselves or to gain access to thru-dial capabilities. Hackers can,
for example, set up a single session over the evening to sell long-distance
services.

Suggested actions
• Enable Hacker Monitor to monitor either the suspicious caller DN
(referred to as a CLID in Hacker Monitor) or the mailbox. Whenever
a thru-dial or logon from the CLID or mailbox occurs, an alarm is
generated to notify you.
• Check the status of the mailbox and its owner. Is the user actively using
the mailbox, or is the user on vacation, on extended leave, or no longer
with your company?

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— If the mailbox is unused because the user is no longer with your

organization, delete the mailbox immediately. Hackers target unused
mailboxes.
— If the user is temporarily away, change the user’s password or
disable the mailbox until the user returns.
— If the mailbox is active, ask the user if they log on frequently after
hours. If the user does not log on after hours, inform the user of the
situation and request an immediate password change. Give the user
tips on how to create secure passwords.
— Monitor the mailbox regularly.

Excessive Thru-Dialer Access Alert

Hackers break into messaging systems to access thru-dial resources. They
can then place long distance calls from your system at your expense.

Set a threshold for this alert if you want to be notified of a high number
of thru-dials being placed from your system. This alert is triggered if the
number of thru-dials exceeds the specified threshold.

Note: Thresholds are set using the CallPilot Reporter program. For
more information, see "Set a threshold for an alert" (page 37).

Alert data

Column Description
Date Date of the alert
Time Period Time period of the alert
Number of Incoming Calls Number of incoming calls that placed thru-dials during the time period

What is the source of thru-dials?

If hackers are using your system for its thru-dial capabilities, you must
identify how they are accessing thru-dial. Thru-dials can be made in a
number of ways, and this alert provides only a single total that does not
consider how the thru-dials are made. The following features enable users
and callers to make thru-dials:
• Mailbox Thru-Dial
• Call Answering/Express Messaging Thru-Dial
• Application Builder services that contain Thru-Dial blocks

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 Excessive Thru-Dialer Access Alert 157

Are thru-dials originating from mailboxes?

Perform the following steps to determine whether thru-dials are originating
from mailboxes:
• Enable Hacker Monitor to monitor all mailboxes for thru-dials. This
feature provides a list of mailboxes with which to work.
• Enable Hacker Monitor to monitor those mailboxes that you suspect
hackers are using for thru-dial services.
• If you suspect a hacker is using a mailbox to thru-dial, check the status
of the mailbox. Is the user actively using the mailbox, or is the user on
vacation, extended leave, or no longer with your company?
— If the mailbox is unused because the user is no longer with your
organization, delete the mailbox immediately. Unused mailboxes are
targets of hackers and must be removed.
— If the user is temporarily away, either change the user’s password
or disable the mailbox until the user returns.
— If the mailbox is active, ask the user to change the password
immediately. Give the user tips on how to create secure passwords.
For more information, see "Tips for creating secure passwords"
(page 159).
— Monitor the mailbox regularly.

• Check the restriction/permission list (RPL) that is assigned to the

following features. You can assign a more restrictive list to prevent
unauthorized toll calls.
— Mailbox Thru-Dialing (RPLs are assigned in mailbox classes)
— Call Answering/Express Messaging thru-dial (the RPL is assigned in
Security Administration)

Are thru-dials from services?

Perform the following to determine whether thru-dials are originating from
Application Builder services:
• Run the Building Block Summary Report, and ensure Thru-Dial is the
block type on which a report is issued. See "Building Block Summary
Report" (page 99). You can then identify how many times the Thru-Dial
blocks in your Application Builder services are accessed.
• Enable Hacker Monitor to monitor thru-dials from the Application Builder
services or from all services you suspect hackers are using.
• Check the services you suspect to identify the restriction/permission
list that is assigned. You can assign a more restrictive list to prevent
unauthorized thru-dials.

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158 Chapter 15 Alert reports

Excessive Incomplete Messaging Accesses Alert

One of the most common ways for hackers to gain access to a system
is to guess mailbox numbers. However, hackers often enter many invalid
mailbox numbers before finding one that is correct. Keep track of the
number of invalid mailbox numbers entered over a certain interval to alert
you to potential hacker activity.

Set a threshold for this alert if you want to be notified when an excessive
number of invalid mailbox numbers are entered. This alert is triggered when
the number of invalid mailbox numbers exceeds the specified threshold. For
more information, see "Set a threshold for an alert" (page 37).

Alert data

Column Description
Date Date of the failed logons
Time Period Time of the failed logons
Total Voice Mail Accesses Total number of voice mail accesses to CallPilot. This number
includes successful and unsuccessful logons.
Number of Logon Total number of successful logons
Sessions
Failed Accesses Total number of failed logons
Percentage Failed Percentage of all logons that failed

Suggested actions
Increase as much as possible the security of all mailboxes on your system.
• In Security Administration, check your mailbox security settings to
ensure that these precautions are in place:
• A password prefix is defined and is part of the default password for
newly created mailboxes.
• An acceptable minimum password length is defined (no less than six
characters is recommended).
• Users regularly change their passwords.
• Users cannot reuse the same password until they have used several
other passwords first.
• Mailboxes are temporarily locked when a certain number of invalid logon
attempts are made.

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 Excessive Failed Logons Alert 159

Tips for creating secure passwords

Secure passwords are difficult for hackers to guess; remind all mailbox
owners to follow these rules when creating passwords:
• Never use words that are in a dictionary. Combinations of letters and
numbers are more difficult to guess.
• Never use your name or other personal information, such as your birth
date or phone number.
• Never use family names, names of your pets, or other words that can be
associated with you.
• Never allow anyone to borrow your password.
• Never write down your password.
• Never reuse old passwords.
• Use at least six characters in your password.

If you suspect a large-scale attack on your mailboxes, you can temporarily

disable external logons until the situation is under control. You can disable
external logons in Security Administration. For more information about
the settings in Security Administration, see the Administrator’s Guide
(NN44200-601).

Excessive Failed Logons Alert

One of the most common ways for hackers to penetrate a system is to guess
passwords. However, hackers often enter many invalid password before
finding one that is correct. Keep track of the number of incorrect passwords
entered over a certain interval to help alert you to potential hacker activity.

Set a threshold for this alert if you want to be notified of an excessive

number of failed logons. This alert is triggered when the number of failed
logons exceeds the specified threshold. For more information, see "Set
a threshold for an alert" (page 37).

Alert data

Box Description
Date Date of the failed logon
Time Time of the failed logon
Mailbox Mailbox with the failed logon attempt
Caller DN Number that originated the attempt

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160 Chapter 15 Alert reports

Suggested actions
Increase as much as possible the security of all mailboxes on your system.
• In Security Administration, check your mailbox security settings to
ensure that these precautions are in place:
— A password prefix is defined and is part of the default password for
newly created mailboxes.
— An acceptable minimum password length is defined (no less than
six characters is recommended).
— Users regularly change their passwords.
— Users cannot reuse the same password until they have used several
other passwords first.
— Mailboxes are temporarily locked when a certain number of invalid
logon attempts are made.

Tips for creating secure passwords

Secure passwords are difficult for hackers to guess; remind all mailbox
owners to follow these rules when creating passwords:
• Never use words that are in a dictionary. Combinations of letters and
numbers are more difficult to guess.
• Never use your name or other personal information, such as your birth
date or phone number.
• Never use family names, names of your pets, or other words that can be
associated with you.
• Never allow anyone to borrow your password.
• Never write down your password.
• Never reuse old passwords.
• Use at least six characters in your password.

If you suspect a large-scale attack on your mailboxes, you can temporarily

disable external logons until the situation is under control. You can disable
external logons in Security Administration. For more information about
the settings in Security Administration, see the Administrator’s Guide
(NN44200-601).

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 161

Index
Symbols/Numerics B
800 Access Bill-back Report 137 backing up the database 52
benefits of using reports 15
A Bill-back reports 58, 137, 143
blocked attempts 132
abandoned calls Building Block Summary Report 99
Service Quality Detail Report 67 busy hours 77
Service Quality Summary Report 65
Voice Messaging Activity Report 88
Administration report 58, 73 C
Administrator Action Report 73 Call Answering/User Responsiveness
alert reports 160 Report 81, 82
adding comments 33 CallPilot documentation CD 18
benefits of using 15 CallPilot Reporter
customizing 32 printing access rights 41
definition 14 service on the Web server 41
displaying list of 24 CallPilot Reporter main page 22
exporting CallPilot Reporter service 41
data on a schedule 40 capacity
on demand 44 Failed Networking Sessions Alert 152
guidelines for interpreting 62 Multimedia File System Usage Report 70
printing 38 Networking Activity Report 131
list of 48 Users Exceeding Storage Limit Report 97
on a schedule 40 CCS. See centa-call seconds 55
on demand 44 centa-call seconds 55
running 30 channel resources 105, 111, 124
sorting 33 Channel Usage Report 69
viewing 30 customizing reports and alerts
Alert reports 59, 149 adding comments 33
Application Builder filtering 34
Building Block Summary Report 99 sorting 33
Fax on Demand Audit Trail Summary
Report 112 D
database

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 162 Index

backing up 52 fax device problems 114

changing the storage time 51 fax machine problems 118
Desktop Messaging Activity Report 90 Fax Messaging Activity Report 91
Disk Usage Report 71 Fax on Demand Audit Trail Detail Report 115
documentation Fax on Demand Audit Trail Summary
feedback 19 Report 112
DTF retry settings Fax on Demand Bill-back Report 141
Fax Deliveries Activity Report 109 Fax Print Audit Trail Detail Report 119
DTT Activity Report 103 Fax Print Audit Trail Summary Report 117
DTT Audit Trail Detail Report 107 Fax Print Bill-back Report 142
DTT Audit Trail Summary Report 106 fax problems
DTT service problems Failed Fax Delivery Alert 153
Failed DTT Alert 149 Fax on Demand Audit Trail Detail
DTT Usage Bill-back Report 138 Report 115
Fax on Demand Audit Trail Summary
E Report 112
erlang 55 Fax Print Audit Trail Summary Report 117
event logs fax usage statistics
viewing 56 Fax Messaging Activity Report 91
Excessive After-Hours Logons Alert faxes, cost of
Report 154 Fax Print Bill-back Report 142
Excessive Failed Logons Alert 159 feedback for documentation 19
Excessive Incomplete Messaging Accesses file formats
Alert Report 158 exporting reports 39
Excessive Thru-Dialer Access Alert filtering reports 34
Report 156
exporting reports 39 G
file formats 39 graphs as reports 46
on a schedule 40 guidelines for interpreting reports and
on demand 44 alerts 62
scheduling 40
Express Voice Messaging H
Call Answering/User Responsiveness hacker activity
Report 81 Excessive After-Hours Logons Alert
Report 154
F Excessive Failed Logons Alert 159
Failed DTT Alert 149 Excessive Incomplete Messaging
Failed Fax Delivery Alert Report 153 Accesses Alert 158
Failed Networking Sessions Alert Excessive Thru-Dialer Access Alert 156
Report 152 Fax on Demand Audit Trail Summary
Failed RN Alert Report 150 Report 114
failed RNs 129 Mailbox Call Session Summary Report 84
failed sessions Messaging Usage Report 92
identifying reason for 133 hardware problems
Fax Deliveries Activity Report 109 Failed Networking Sessions Alert 152
fax delivery problems 119

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 Index 163

I O
Inactive User Report 83 online guides 18
interpreting reports 62 online Help, accessing 18
Open Networking Activity Report 134
L operator, definition 35
limiting scope of reports 34 outcalling activity
logon problems RN Usage Bill-back Report 140
excessive failed logons 159 Outcalling reports 58, 103, 129
excessive logons 154
identifying 78 P
logs Partner Information Center (PIC) 18
event, viewing 56 printing
access rights for 41
M setup on Web server 41
Mailbox Call Session Summary Report 84 printing reports and alerts 38
Mailbox Counts Report 87 as graphs 46
mailbox users list of 48
Speech Activated Messaging Report 94 on a schedule 40
mailboxes on demand 44
identifying thru-dials from 156 Productivity Report 75
identifying users not logging on 83 profiles
Messaging Usage Bill-back Report 139 about 49
message delivery 105, 111 removing 50
message delivery problems saving 50
DTT Activity Report 103
Messaging reports 57, 81, 98 Q
Messaging Usage Bill-back Report 139 queried recognition attempts 95
Messaging Usage Report 92
Multimedia application report 58 R
Multimedia File System Usage Monitor
rejected recognition attempts 95
Report 70
Remote Notification activity
Multimedia report 99
RN Activity Report 122
Remote Notification Service
N Failed RN Alert 150
NDN messages 133 remote notifications
Network Usage Bill-back Report 140 RN Target Problem Alert 151
Networking Activity Report 131 remote sites
Networking reports 58, 131, 136 Networking Activity Report 131
non-business hours Open Networking Activity Report 134
alerts 154 reports
Nortel Networks Partner Information Center adding comments 33
(PIC) 18 as graphs 46
benefits of using 15
customizing 32
displaying list of 24

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 164 Index

exporting 39 System reports 57

data on a schedule 40 System status reports 65, 72
on demand 44 System Traffic Summary Report 76
scheduling 40
filtering 34 T
guidelines for interpreting 62 telephone activity
printing 38 DTT Usage Bill-back report 138
as a graph 46 Messaging Usage Bill-back Report 139
list of 48 time
on a schedule 40 changes to server time 62
on demand 44 database storage period 51
running 30 toll charges
sorting 33 Network Usage Bill-back Report 140
viewing 30 Top Users of Storage Report 96
retry limits Traffic reports 58, 75, 79
DTT Activity Report 103 traffic units 55
Fax Deliveries Activity Report 112 troubleshooting
RN Activity Report 122 reference documentation 18
RN Audit Trail Detail Report 126
RN Audit Trail Summary Report 124 U
RN setup problems 125
RN Target Problem Alert 151 undelivered messages 131
RN Usage Bill-back Report 140 users
identifying inactive users 83
Users Exceeding Storage Limit Report 97
S
scheduling data export 40 V
scheduling printing 40
server time 62 viewing 56
Service Quality Detail Report 67 viewing reports and alerts 30
Service Quality Summary Report 65 Voice Form Callers Detail Report 145
service usage Voice form reports 59
800 calls 137 Voice Form reports 145
DTT Activity Report 103 Voice Form Summary Report 146
Fax Deliveries Activity Report 109 Voice Form Transcribers Detail Report 146
Messaging Usage Report 92 voice mail
services not used identifying unresponsive users 78
identifying 78 Voice Messaging Activity Report 88
setup problems
Failed Networking Sessions Alert 152 W
sorting reports and alerts 33 waiting time
Speech Activated Messaging Report 94 Service Quality Summary Report 65
system configuration Windows
Open Networking Activity Report 134 viewing 56
system log 55

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Nortel CallPilot

Reporter Guide
Copyright © 2007, Nortel Networks
All Rights Reserved.

Publication: NN44200-603
Document status: Standard
Document version: 01.05
Document date: 20 September 2007

To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

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