The Panasonic has 2 ways to setup the auto-attentant. This will
influence the way we analise the output.
- Option1:
Incoming calls go direct to the Auto Attendant.
The caller will have the option of entering the extension number
they wish to be transferred to from their phone.
The call gets transferred out to the extension.
If the caller does not enter an extension number and waits
it will get transferred to the swithboard. - Option2:
The incoming call goes directly to the switchboard.
The switchboard rings and if unanswered goes to the auto attendant.
If the call is still unanswered it goes back to the switchboard.
This process gets repeated until the call is answered.
Analising the call data:
To analyse the call data you need to group:
your switchboard to the extensions
the auto-attentants to the extensions
the remaining extensions to the correct auto attentant option.
You need to choose whether to link the swithboard or auto attendant as a branch
department or section.
also see: How do I setup a user in TOPAZ?
Setting up the TOPAZ reports:
Unanswered calls:
Report for Incoming Unanswered calls per User/Ext :
Report Options: Tick Summary & Incoming Calls only
Select Records: ALL
Summary Report Format: 6.Detail with Summary
Order by: Group
Maksimum Records: 0
Field Selection: Action, like, %UNAN%
Select the branch, department, and section to reflect the :
The company
Switchboard
Auto Attendant
Auto Attendant group
Report of Ringtimes for Unanswered calls per User:
To see the ringtime for unanswered calls change the
Summary Report Format to 5.Total vs Average Ringtime
Reports for the switchboard activity:
Group by: Action
Field Selection: Ext, =, now enter the switch board extension(normally 9).
This will give a summary report per action with ringtime.
To get a detailed report per action type enter a section for the switchboard
under [DATA -> EXTENSION] Section, example SWITCHBOARD. Do a Update TRX.
Now select the Section you created for the Switchboard under Only Select These and
under Summary Report Format: 6.Detail with Summary.
This will give you a detailed report for the Switchboard only.
Also See: No unanswered calls on Panasonic PBXs
All calls for the day grouped by User:
Report Options: Tick Summary & Include Incoming Calls
Select Records: Today
Summary Report Format: 6.Detail with Summary
Order by: When/detail only
Maksimum Records: 0
Group by: User
Field Selection: (Leave Blank)
Select All branches,All departments, and All sections.
Please note: If you use the setting group by user, only the extensions/accounts
linked to the user will show on the report. If you use the setting group by extension
the report will show all users linked to that extension.