The Auto Attendant (Panasonic TDA)

[Belinda Frick]

When dialing into an auto attendant the call action will differ according to the auto
attendant setup and the brand you use. Find below example of TDA auto attendant.

The Panasonic has 2 ways to setup the auto-attentant. This will influence the way we
analise the output as call actions can be different.

Example 1:

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.


Example 2:

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.


Example of rawdata for the TDA

The Panasonic TDA gives off either the account code or
the extension number, not both.

Example of rawdata:

05/07/04 11:38AM *2241 04 6244587 00:01'39
05/07/04 11:38AM 233 03 0406779935-C 00:04'07 TR
27/07/04 04:16PM *195 04 0860111055322D 00:03'39
27/07/04 04:16PM 101 01 < I > 0'03 00:00'15

In this example "*2241" is the verify code, which we use as the account code,
and "233" is the extension.

Ringtime is only on incoming calls. In this example on
line 4 the ringtime is 3 seconds.

The calls actions are dependant on the auto attendant setup, we have used the
above Option 1 as an example below.

Option 1

Incoming calls go direct to the Auto Attendant.

When dialing into an auto attendant, this call will be identified as a
normal incoming call.

The caller will have the option of entering the extension number they wish
to be transferred to from their phone.

When the caller enters the extension number to which they would like to be
transferred to on their phone from the auto attendant, this call will be marked
as incoming transferred. The call will be transferred to the relevant extension
and ring until it is answered or unanswered. This will either be an incoming
transferred answered call or incoming transferred unanswered call at
that particular extension.

If the caller does not enter an extension number and waits it will get
transferred to the swithboard.

In this example the call will be reflected as a normal incoming call to the
switchboard, from the swithchboard the call will be transferred to the correct
department or person. (Incoming Transferred)

Option 2

The incoming call goes directly to the switchboard an if unanswered goes to
the Auto attendant and the process will get repeated until it is answered by the
switchboard.

In this setup, the unanswered/answered calls will be marked as
incoming unanswered/answered. If the call is answered, then transferred to an
extension, it will be marked as incoming transferred. If the extension to which
the call was transferred to does not answer the call, it will be marked as incoming
transferred unanswered.

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.
See document 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
Maximum 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.