CALLXPRESS GO USER GUIDE

INNOVATIVE CLOUD TECHNOLOGY

USER GUIDE Software Version 1.01

www.jusan.es | hotline@jusan.es | © Jusan S.A. 2017

CALLXPRESS GO

2 Manual de uso

INDEX

1- GENERAL OVERVIEW ........................................................................ 3

2- STARTING CALLXPRESS GO ............................................................ 4

3- MENUS AND TOOLBARS ................................................................... 5

3.1 HOME .............................................................................................................. 5 3.2 REPORTS ........................................................................................................ 9

3.2.1 ORGANIZATION REPORTS ................................................................. 11 3.2.2 CALLS REPORTS ................................................................................. 12

3.2.3 HIT PARADE ......................................................................................... 13 3.2.4 ATTENTION QUALITY .......................................................................... 14

3.2.5 OTHER REPORTS ................................................................................ 15 3.3 TOOLS ........................................................................................................... 16

4- CALL PLAN MANAGER .................................................................... 18

CALLXPRESS GO

3 User Guide

1- GENERAL OVERVIEW CALLXPRESS GO CallXpress GO controls internal and external calls of companies of any sector and size through a wide range of reports and graphics. The software is installed on a physical or virtual server at the customer site, and is accessed through any web browser. The CallXpress GO main screen opens with three main available options: HOME: Provides access to real time call data, organizational data such as “Hierarchy” and the list of extensions, and various other options. REPORTS: Provides access to all the different reports available in Call Xpress. TOOLS: For password change and alarms configuration.

CALLXPRESS GO

4 User Guide

2- STARTING CALLXPRESS GO

To open the app, open an internet browser and enter the name or IP address of the server PC (provided by the IT administrator) followed by “/callxpress”. Example: http://192.168.0.18/callxpress

The login window will appear. Enter a valid login (default user/password are admin/admin) unless otherwise instructed by the IT administrator and click on the button .

The CallXpress GO window will be shown.

CALLXPRESS GO

5 User Guide

3- MENUS AND TOOLBARS

3.1 HOME

This tab gives access to:

Calls Monitor A list of calls activity in real time.

Dashboard Various graphs representing different aspects of the current days telephone activity in an easy to use "at a glance" format.

CALLXPRESS GO

6 User Guide

Missed A view of the current day missed calls is available for ease of access.

Hierarchy The company organizational structure can be defined, including the different levels (See “Levels”) and Users / Extensions associated to each of the different groups or departments within each level.

Contacts This option is used to associate the name of a person or organization with a telephone number, which then appears instead of the number in the different available reports.

Levels Up to 7 different levels may be used to create the organization structure. For example: Company > City > Division > Department

CALLXPRESS GO

7 User Guide

Extensions This is a list of all the extensions and associated extension users which appear in the system. Extensions may be added, deleted, modified and for each extension there is an option included to hide the dialed numbers.

Trunks This is a list of the different trunk lines in the system.

Accounts Accounts are used for the assigning of telephone costs to different departments or projects. Any number of different accounts may be created with an account name and code, and any outbound call will be assigned to that account if the caller enters the code using DTMF keys during the call*.

* According to the PBX make and model

CALLXPRESS GO

8 User Guide

Users Three types of users are available: User which provides basic access, Supervisor which provides access to the department or division ‘supervised’, and Administrator with access to all data, at all levels. Click on to register a new user. Click on to modify a user’s details. The two fields asked for a login are Identification and the Password. The user type may be chosen from Administrator, Supervisor or User (standard)

Holidays Holidays can be defined for out-of-hours calls alarms.

Schedule An schedule can be defined for out-of-hours calls alarms.

CALLXPRESS GO

9 User Guide

3.2 REPORTS Call Xpress is designed to generate of wide variety of reports for the complete analysis of telephone traffic in all types of organizations.

Reports are divided into the following types:

▪ Organization ▪ Calls & Hit Parade ▪ Attention Quality ▪ Others

All reports can be viewed directly on the screen, sent to a printer, or exported / saved in a variety of different formats: TIFF, PDF, HTML, Excel, Rich Text, CSV y XPS. Reports can be shown in the moment or can be scheduled to be sent by email at a specific time. NOTE: To send reports by email, your email server settings have to be previously configured in the CallXPress Setup.

Parameters Reports can be filtered using a wide variety of parameters. Dates: The period covered by the report may be chosen from a list of pre-configured intervals (Today, Yesterday, This week, etc) or by entering a specific range of dates. Call Types: The call type may be selected from Inbound, Outbound, Internal, Unanswered and Missed. Category: Enables filtering by defining only local calls, national, mobile, international, etc. Filters: Allows the user to establish minimum and maximum values for both the duration and cost of the call as filters, and also to narrow down the search by focusing on a particular prefix or even a complete number, in the ‘Dialled number’ field.

CALLXPRESS GO

10 User Guide

Program Select the parameters you want for your report like report’s name (Name), when you want to schedule the report (Daily, Weekly, Monthly), the time you want to run the report (Execution time), the email address where you want to send it (Send to:) and the format of the report (PDF, XLS, etc.) Then click and the reports will be saved.

Hierarchy Some reports can show calls details or summary by department. In these reports the Report Parameters window have the possibility to select the different departments to include in the report.

CALLXPRESS GO

11 User Guide

3.2.1 ORGANIZATION REPORTS

Provides a list of the extensions configured in the system and the user assigned to each extension.

Extensions Provides a list of the extensions configured in the system and the user assigned to each extension.

Assigned Extensions It's a list of all departments / groups within the different levels and sub-levels in the organization, together with the extensions assigned to each of these departments / groups.

CALLXPRESS GO

12 User Guide

3.2.2 CALLS REPORTS

Includes all reports available for call traffic analysis with Details, Summary and Hierarchy.

Details Reports showing call details are the following: Calls by Date, Hierarchy, Extensions, Trunks and Accounts. Call details like date, time, extension, phone number, DDI, Ring time, Duration and Amount will appear in the report.

Summary Reports showing calls summary are the following: Hierarchy, Extensions, Trunks, Accounts, Traffic by Hours and Categories. The report results will be summarized by Extension, Call type, Duration and Amount.

Hierarchical Reports showing call details or summary per departments are the following: Hierarchy (Details and Summary), Traffic by Hours, Categories, Response Time and Missed.

CALLXPRESS GO

13 User Guide

3.2.3 HIT PARADE

These reports are designed to be able to quickly access the most frequently dialled numbers, and the extensions making or receiving the most calls.

Extensions The Hit Parade reports are used to display "at a glance" information showing the most used extensions or numbers. The Hit Parade-Extension reports lists the extensions with most calls.

Dialed number This report displays the most frequently dialed numbers, the numbers with the highest associated cost, and the numbers with the longest duration on 3 separate pages within the same report, and for the specific time interval and filters selected. The picture is an example of the numbers most frequently dialled “Numbers with most calls”.

NOTE: All reports may be filtered by Time interval, Type of call, Account, Category, and other values such as max. duration & cost, or dialled number.

CALLXPRESS GO

14 User Guide

3.2.4 ATTENTION QUALITY

These reports are designed to show in detail, summary, hierarchy or graphic mode, the response times for each extension, as well as the missed calls during a given period of time.

Response Time This report shows for each extension the number of calls grouped according to the response time interval.

Missed Missed Calls report displays all the incoming calls unattended, and shows date and time, extension number, as well as the origin number and origin name if available. Search filters may also be applied.

Occupation This report show the level of occupation of the trunk lines if this information is provided by the PBX. The trunk occupation graph shows whether the telephone installation is properly dimensioned.

CALLXPRESS GO

15 User Guide

3.2.5 OTHER REPORTS

Provides a list of the extensions configured in the system and the user assigned to each extension.

Alarms Call Xpress incorporates an alarm server for immediate detection of suspicious events, such as calls above a certain cost or duration, calls from specific extensions, or calls to a forbidden destination.

Programmed Reports may be scheduled to be run at specific dates and times, and sent by email to a programmed address.

Analysis Various graphs showing different aspects of the telephone activity during the selected period (week, month, quarter, year) in a friendly format.

CALLXPRESS GO

16 User Guide

3.3 TOOLS

Change Password This option enables any user, regardless of their permissions level (User, Supervisor, Administrator), to change the password with which the current session was opened. Alarms This option enables the user to setup an alarm that will be sent by email. Alarms can be based on call by call, company, deparment, extension, etc They can also be based on Call Duration, Call Amount, Telephone number or Extension. To add a new alarm, select Alarms ( ) ) and then . The following window will appear.

CALLXPRESS GO

17 User Guide

NOTE: To send an alarm by email, your email server settings have to be previously configured in the CallXPress Setup.

Flat rates This option enables the user to setup a Flat rate and the relevant alarm that will be sent by email when the Flat Rate is over. Select the parameters you want for your flat rate and click ; the alarm will be issue when the flat rate is over.

NOTE: To send alarms for flat rates by email, your email server settings have to be configured in the CallXPress Setup.

CALLXPRESS GO

18 User Guide

4- CALL PLAN MANAGER

During installation various tariff tables relevant to the country of installation are imported. The imported information can be edited and modified to adapt to customer specifications or agreements. The application used to view and to modify these tariffs is called CallXPress Call Plan Manager. Run the program from the shortcut on the desktop or from the Programs menu.

The cost of each call is determined according to: Call Destination (dialed number)

Call Duration (Pricing may be defined per minute or per

second)

Call Date and Time (to apply off-peak discounts)

Telephone Carrier

When asked for login and password, type admin in both fields and click on Accept. The Call Xpress Plan Manager main screen appears showing the current list of tariffs/rates. To modify a destination/tariffs/carriers select it in the list and click Edit. Once the relevant changes have been made click OK to confirm and save the changes.

New tariffs may be added manually using the New button and entering the required parameters, or imported using the Import button.

Windows is a trade mark of MICROSOFT CORPORATION Reference: D174XXJUS01EN JUSAN, S.A. reserves the right, for the benefit of its customers, to modify the product specifications without prior notice.

JUSAN S.A. JUSAN is one of the global leaders in value added solutions for telephony, with 40 years' experience in the telecommunications sector, with consolidated products present in more than 40 countries and certified by top market players.

Jusan sells and supports its products through a network of partners and distributors, and closely cooperates with leading carriers and manufacturers for the certifications of interoperability between its applications and the most prestigious telephone systems in the market.