t’s new infortel service pack 6530

What’s New – Infortel® Select ISI Telemanagement Solutions, LLC

Infortel Select – 6530 1

What’s New – Infortel® Service Pack 6530

This document presents features and changes that are new for Infortel Select Version 10.0 Service Pack

6530. A number of new features, enhancements and reporting capabilities are included in this release which adds to our already robust report offerings and functionality.

CALL EXPLORATION

The Call Exploration module has been enhanced to include an option to drill directly to call detail records – eliminating the need to drill down through the various levels of organizational hierarchy, data source

and facilities or data source and extensions. This new option allows the Call Exploration module to be more easily used for ad-hoc call detail searches, and replaces the Phone Number Search module supported in earlier product versions. User definable constraints such as phone number, date/time, media type, and over 75 other call attributes may be applied individually or together to ensure only the

desired call detail records are returned. Results are displayed in the standard Call Exploration detail grid and may be sorted, printed or shared via email as PDF, Excel or HTML document as needed.

• Effortlessly locate calls to or from a specific phone number from any data source, trunk facility or extension number.

• Quickly validate that calls were made or received from client or patient. Helpful in researching abuse, misuse or fraudulent activity.

• Significantly reduce the time required to pinpoint specific call events.

REPORTS (formerly Report Publisher & Report Designer)

The new Reports module replaces Report Publisher and Report Designer by combining both functions

into a single module. Reports has a new look and feel, consistent with the other newer Infortel Select modules. Reports functionality has also been enhanced to support graphical reporting, greater administrative flexibility and extensive conversion of static reports into templates – which allows the user to freely add, move and delete fields for more easily customized reporting.

Reports module browser support has been expanded as the Silverlight plug-in is no longer required. This opens up additional browser choices beyond IE such as Edge, Firefox, Chrome and Safari. As a result, Reports can be used on mobile devices such as tablets in addition to most desktop-based

browsers. From desktop to tablets, Reports offers a large selection of pre-defined report templates and


2 Infortel Select – 6530

the flexibility to create custom reports to meet unique or specific reporting needs.

Some key enhancements for all users are:

• Easier access to each user’s most frequently used reports. The opening screen now shows only the user’s Saved Reports and Recent Reports.

• Improved organization of report choices into Multiple report menus- Initially Infortel Select will display 2 report menus:

o The Popular Reports menu includes only the most frequently used reports organized into common business needs to help users more easily find the right report:

▪ Compliance & Corporate Security

▪ Contact Center Metrics

▪ Cost Allocation & Chargeback

▪ Device Utilization & Technology Adoption

▪ Productivity & Staffing

▪ Traffic Analysis & Network Planning.

o A Master menu displays the full library of over 100 pre-defined reports and templates organized into the same common business needs indicated above

o A Report Administrator then has the ability to create additional report menus and choose which reports are displayed under those menus to guide or limit specific user groups to the reports they should access.

• Customizable report templates. Many more report templates can now be edited by the user to create a report that exactly matches their needs.

• Designing a report is now integrated with running a report. Instead of being two separate modules, it is now one seamless process within the Reports module.

• Graphical Reports: A user can now create a graphical report or add graphical elements into a tabular report - choosing from several different graphical formats.

o Line Graph



o Bar Graph

o Horizontal Bar Graph

o Pie Chart

o Stacked Bar Graph

o Horizontal Stacked Bar Graph

• All reports from previous versions remain available in the new version. All user’s saved and

designed reports will be converted during the upgrade to the new version. Users won’t lose any of their previous work on reports.

Some key enhancements for Report Administrators are:

• Ability to create custom menus and allow specific people to access them.

• Improved maintenance capabilities:

o Easily reassign ownership of reports from one person to another when responsibilities change.

o Easily remove old reports that are no longer used.

• User emulation allows authorized Administrators to see and work on a user’s private report.

This makes it much easier to support a user who is having difficulty with a report design.

TRAFFIC ANALYSIS

Traffic Analysis has a new look and feel, consistent with the other newer Infortel Select modules. Browser support has been expanded as the Silverlight plug-in is no longer required. This opens up additional browser choices beyond IE such as Edge, Firefox, Chrome and Safari. As a result, Traffic

Analysis can be used on mobile devices such as tablets in addition to most desktop-based browsers. The Traffic Analysis module has been enhanced to provide visually appealing traffic metrics in textual,

graphical or combination of formats all within one application.

Traffic Analysis includes Concurrent Calls and Erlang B analysis at peak hours of use and an embedded bandwidth calculator. Reports have been converted to templates offering end-users the opportunity to

start with a popular predefined report style and modify the format, displayed fields, field sequence and summary points to fulfill their custom report needs. Key benefits to the corporation include:

• Expanded report criteria, display options and flexibility.

• The addition of peak concurrent calls by hour for organizational groups. Concurrency statistics may now be utilized to right-size staffing levels and provide more insight into peak busy hour

traffic by organizational entity as well as trunk facilities.

• Enhanced graphical representation of results

• Expanded Browser support – Microsoft IE and Edge, Chrome, Firefox and Safari and usability on tablets

• Powerful user customization tools - start out simple by making small changes to standard reports, then grow into creating altogether custom views as you become familiar with the tool.



Use Cases:

Several enhancements have been made to Traffic Analysis to offer more flexibility and functionality for reporting on current network activity and when forecasting future networking requirements. Traffic

Analysis offers solutions for a variety of voice network optimization, utilization and reconfiguration projects such as:

1. A Company recently was faced with moving an entire department of 200+ phones to a new Cisco VoIP system and needed to determine how much bandwidth would be needed at peak to carry the traffic. The department was sharing a very large phone system with several other departments. Using new features to limit traffic analytics to a single organization, a Bandwidth Analysis report was

created specifically for that department. Using the company’s call history records, the report determined total bandwidth requirements at peak hours of usage based upon the company’s desired

codec and overhead assumptions.

2. Company A wants to ensure their Hunt Group staffing is as efficient as possible and requires weekly statistics to make adjustments as necessary. Automated weekly concurrent call reports provide the data on their peak busy hour of each day delivering critical information that may be used for staffing

decisions. To further investigate any anomalies, Hunt Group reports may be run using the Peak Busy Hour from this report to view the call details.

3. A busy customer service organization needs to know how often, when, and for how long they run out of capacity to make or receive calls. Using the Concurrent Calls – All Routes Busy template a configuration can be specified that will run weekly allowing the manager to monitor this information



to ensure their network capacity is suitable for their call traffic.

4. Companies using PRI’s want to monitor their route usage on a weekly or monthly basis to ensure their network is right-sized for their call traffic. Starting with an Erlang B template, a one-time setup can quickly be completed that will automatically send a report via email to the appropriate

managers at the chosen interval.

5. Many companies still using PRI’s plan to convert to SIP routing but have difficulty taking the guesswork out of bandwidth needs – particularly when multiple offices and carriers are involved.

Using the Concurrent Call Traffic Analysis template, one can now summarize metrics from multiple offices and carriers into a single report to accurately determine CCP’s required to accommodate call traffic from all locations on a single centralized SIP trunk facility. Once converted to SIP, all

domestic calls are often included at no cost yielding great savings. Determining what will be saved because of the SIP conversion is as easy as running a facility summary report for the data sources that will be converted.

CISCO UNIFIED CONTACT CENTER EXPRESS (UCCX) REPORTS

Cisco Unified Contact Center Express reporting now includes options to analyze agent, queue and

contact center activity in 15 and 30-minute time intervals. This expands upon previously supported hourly time intervals - providing greater granularity in analysis of agent performance, staffing decisions and evaluation of caller experience.

• Contact Center Call Handling Summary by Hour

o Provides several key performance indicators in a single view used to monitor employee activity throughout the day.

o Provides statistics to identify peak activity times, manage shifts, schedule lunches, and many more day-to-day operational tasks.

o Identifies the number of transferred calls, ring time, hold time, queue time and the number of abandoned calls so that managers can improve caller experience.



• Contact Center Summary Template

o Interval based agent, queue and contact center metrics provide information necessary to monitor agent performance and improve caller experience.

• Contact Center Distribution Summary Template o Summarizes how quickly calls are answered or abandoned, metrics which are critical to

effective management of agents, queues, and contact centers. o Default template settings report at 15 second intervals. However, the end-user may

customize time intervals based preferences or alternate corporate reporting standards.



DIRECTORY

Directory has a new look and feel, consistent with the other newer Infortel Select modules. Its functionality has also been enhanced to support greater administrative flexibility that allows the user to

more easily search, add, move and delete people and organizations.

Directory module browser support has been expanded as the Silverlight plug-in is no longer required. This opens up additional browser choices beyond IE such as Edge, Firefox, Chrome and Safari. As a

result, Directory can be used on mobile devices such as tablets in addition to most desktop-based browsers.

Some key enhancements are:

• Customizable people grid. Up to three additional fields may be added to the grid creating a more tailored, detailed view of the people data at a glance.

• Expanded filtering choices with the addition of Org Code and Device Name to rapidly find organizations and people for modifications.

• Ability to move a person or multiple people to a different organization directly from the Search results grid. This is a tremendous time saver since the user no longer must traverse to the organization where the person currently resides to initiate the move.

• New feature returns the user to the search results after modifying a person, allowing for additional changes without reentering search criteria.

• Improved Add/Edit People capabilities:

o Quickly add a range of extensions instead of entering them individually.

o Enter all people data on the same Profile tab using the streamlined accordion style allowing the user to view and complete the pertinent data.

o Quickly enter Extensions, Devices, Auth Codes, and Charges directly in a grid without additional popup menus.

o Efficiently grant access to all types of Security on one screen. Security set up for people on All Select Modules, Data Sources, Organizations, Call Center Queues, and now even

Report Menus is conveniently located saving time.



Directory Modules

As part of the updated Directory look and feel, the following Directory-related modules have also been

updated to reflect the same design. They are all readily accessible from within Directory with a click of

the icon.

• Directory Export

o Easy access to all Saved Exports and the current user’s Recent Exports.

o Preview the export results onscreen to verify the data provided is correct. This allows for adjustments prior to running or scheduling the export.

• Directory Import

o Easily launch any Saved Imports and current user’s Recent Imports from the main

screen.

• Reset Directory – Advanced Purge

o Powerful administrative tool to quickly eliminate issues in the directory when needed.

o Many options are available allowing you to target specific items such as inactive objects or empty organizational units. However, if major concerns exist with your directory, purging a broader scope of data is possible, for example, deleting all users except those with logins.

HUNT GROUP Administration

Hunt Group administration has been redesigned and is available with other new Infortel Select

Administrative modules. It still provides the necessary functionality in an easy-to-use format and has

been enhanced to support greater administrative flexibility that allows the user to delete Hunt Groups

even when call records are present under special circumstances.

t’s new infortel service pack 6530

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