Call Intelligence 7.9 User Guide - My Network Phoneblog.mynetworkphone.com › wordpress ›...

*364463* April 6, 2012 63101-06

FINAL April 2012

Dealer Services User Guide

Call Intelligence Applies to Integrations with ADP Network Phone Enterprise, Network Phone ASP, and Network Phone Xpress

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These materials are the property of The Dealer Services Group of ADP, Inc. and are licensed to you for

the sole purpose of giving necessary instructions in proper operation of the system. All these materials

must be returned to ADP at its request. Any other use or application of these materials and the

information contained herein is unauthorized and not endorsed by The Dealer Services Group of ADP,

Inc. Printed material is registered by individual customer. There will be a $50 charge for every such

assigned copy that cannot be recovered from the customer in its entirety originally as issued, and returned

to The Dealer Services Group of ADP, Inc. upon request.

© 2012 The Dealer Services Group of ADP, Inc. All rights reserved, including translation in the United

States of America, as well as in Canada and other countries of the International Copyright Union. All

rights reserved under Pan-American Copyright Conventions and under the Universal Copyright

Convention. No part of these materials may be reproduced, translated, or appropriated in any form or by

any means (including electronic, mechanical, or other, such as photocopying, recording, or any

information storage and retrieval system) without permission in writing from the publisher. Inquiries

should be addressed to:

ADP, Inc. Dealer Services Group 1950 Hassell Rd. Hoffman Estates, Illinois, USA 60169-6308 847-397-1700

ADP-Autonom Robert Bosch Strasse 35 42 489 Wulfrath, Germany 49-02058-902-00

ADP Canada Co. 1210 Sheppard Avenue East, 6th Floor North York, Ontario, Canada M2K 1E3 416-498-3700

ADP Dealer Services (UK) Ltd. ADP House, Rawmarsh Road Rotherham, England S60 1RU 44-01709-838000

Toll-free orders:

Guides and quick-reference cards .................877-646-8282

Bulletins .........................................................800-669-7706 option #1

Forms and Supplies .......................................800-ADP-ADP-ADP in U.S.A. 877-847-9276 in Canada

The ADP logo is a registered trademark of ADP, Inc.

CallSource® and CallTrack are registered trademarks of CallSource, Inc. All Rights Reserved.

CallTrack®, version 3, © 2007 CallSource, Inc. All Rights Reserved.

Printed in U.S.A.

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Table of Contents

Introduction ................................................................................................................... 4

Add-on Packages .......................................................................................................................................... 4 Audience ....................................................................................................................................................... 4 Manual Content ............................................................................................................................................. 4 Manual Organization ..................................................................................................................................... 4 Documentation and Training ......................................................................................................................... 4 MyNetwork Phone Social Networking Sites .................................................................................................. 4

Facebook® ................................................................................................................................................ 5

Twitter® ..................................................................................................................................................... 5

Documentation Suggestions ......................................................................................................................... 5

Accessing Call Intelligence .......................................................................................... 6

Changing Your Call Intelligence Password ................................................................................................... 7

Understanding the Call Intelligence Home Page ........................................................ 8

Main Menu..................................................................................................................................................... 8 Dashboard ..................................................................................................................................................... 9 Sending Feedback to ADP .......................................................................................................................... 11

Report Configuration .................................................................................................. 12

Reports and Administrative Rights .............................................................................................................. 12 Navigating through Reports ........................................................................................................................ 12 Configuring Graph Reports ......................................................................................................................... 13

Changing the Graphic Display for Graph Reports ................................................................................. 13 Drilling Down in Graph Reports ............................................................................................................. 13

Accessing the Call Log from Reports .......................................................................................................... 14

Understanding Report Features................................................................................. 15

Quick Search ............................................................................................................................................... 15 Performing a Quick Search .................................................................................................................... 15

Filtering Report Data ................................................................................................................................... 16 Filter Details ................................................................................................................................................ 16

Showing/Hiding Filter Details ................................................................................................................. 16 Date/Time Filters ......................................................................................................................................... 16

Filtering by Date Range ......................................................................................................................... 16 Filtering by Time Range ......................................................................................................................... 17

Call Details Filters ....................................................................................................................................... 17 Filtering by Call Duration ........................................................................................................................ 17 Filtering by Call Direction ....................................................................................................................... 18 Filtering by Call Status ........................................................................................................................... 18 Filtering by Call Type ............................................................................................................................. 19

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Filtering by Recorded Calls .................................................................................................................... 20 Phone Users Filters ..................................................................................................................................... 20

Filtering by Phone User ......................................................................................................................... 20 Filtering by Number, Name, or FAC ...................................................................................................... 22 Resetting Call Filters .............................................................................................................................. 23

Sorting Call Details ...................................................................................................................................... 23 Saving Report Templates ............................................................................................................................ 23

Creating “One-Off” Reports from My Report Templates ........................................................................ 24 Sending Reports via Email .......................................................................................................................... 25

Sending Reports One Time ................................................................................................................... 25 Scheduling Email Reports for Unsaved Reports ................................................................................... 25 Scheduling Email Reports for Existing Report Templates ..................................................................... 26 Unsubscribing from Scheduled Email Reports ...................................................................................... 26

Exporting Call Intelligence Reports to PDF ................................................................................................. 26 Exporting Call Intelligence Reports to Excel Format .................................................................................. 27 Changing the Call Leg Display Order on Reports ....................................................................................... 27

Call Details Reports .................................................................................................... 29

Call Counting ............................................................................................................................................... 29

Working with the Call Log .......................................................................................... 29

Viewing the Call Log ................................................................................................................................... 29 Playing a Recorded Call .............................................................................................................................. 31

Playing a Recorded Call Using Adobe® Flash

® Player .......................................................................... 32

Playing a Recorded Call Using Windows® Media Player

® ..................................................................... 32

Using the Customer Search Feature .......................................................................................................... 33 Accessing the Call Log from ADP Drive ..................................................................................................... 33

Productivity Reports ................................................................................................... 34

Working with Department Call Volume ....................................................................................................... 34 Working with the Department Summary ..................................................................................................... 35 Working with Employee Call Volume .......................................................................................................... 37 Working with the Employee Summary ........................................................................................................ 37 Working with FAC Call Volume ................................................................................................................... 39 Working with the FAC Summary ................................................................................................................. 40

Cost Containment Reports ......................................................................................... 41

Managing Phone Misuse ............................................................................................................................. 41 Working with Frequently Called Numbers ................................................................................................... 42

Opportunity Reports ................................................................................................... 43

Missed Calls Report .................................................................................................................................... 43 Working with Marketing Areas .................................................................................................................... 45

Working with Ad Campaigns ...................................................................................... 47

Ad Campaign Reports by Configuration ..................................................................................................... 47

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Network Phone Enterprise (Cisco) ........................................................................................................ 47 Network Phone ASP (Polycom) ............................................................................................................. 48 Network Phone ASP Only (Hosted) ....................................................................................................... 48

Ad Campaigns – Calls per Ad Graph: Network Phone ASP Customers (Polycom) ................................... 48 Ad Campaigns – Calls Per Ad: Network Phone ASP Customers (Polycom) .............................................. 51 Ad Campaigns: Hosted (Network Phone ASP clients only) ........................................................................ 52 Exporting Ad Campaign Reports into Excel Format ................................................................................... 54

Working with the Directory ......................................................................................... 55

Calling Co-workers ...................................................................................................................................... 55

Setting up Automatic Notifications ............................................................................ 56

Managing Call Intelligence Settings .......................................................................... 57

Managing User Accounts ............................................................................................................................ 57 Viewing and Updating User Details ....................................................................................................... 57 Changing the Login Password ............................................................................................................... 58 Managing the Call Tracking Login ......................................................................................................... 59

Managing User Permissions ....................................................................................................................... 60 Adding Permissions for a New User ...................................................................................................... 60 Changing User Permissions .................................................................................................................. 61

Maintaining Other Users’ Saved Report Templates ................................................................................... 61 Updating the Schedule for Saved Report Templates ............................................................................ 62 Deleting Saved Report Templates ......................................................................................................... 62

Maintaining Group Configurations .............................................................................................................. 62 Adding New Groups ............................................................................................................................... 63 Editing Groups ....................................................................................................................................... 63 Deleting Groups ..................................................................................................................................... 64

Maintaining Notification Configurations ....................................................................................................... 64 Editing Notifications ............................................................................................................................... 64 Deleting Notifications ............................................................................................................................. 65

Maintaining Department Aliases ................................................................................................................. 65 Adding Department Aliases ................................................................................................................... 65 Changing Department Aliases ............................................................................................................... 65 Deleting Department Aliases ................................................................................................................. 66

Appendix A: Setting Up Call Recording for Network Phone ASP ........................... 67

Setting up the Call Tracking Customer Account ......................................................................................... 67 Setting up Ad Campaigns ........................................................................................................................... 72 Setting up Numbers for Call Recording ...................................................................................................... 73 Routing Target Numbers ............................................................................................................................. 75

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Introduction ADP Call Intelligence is a web-based application that provides your dealership with a

powerful call reporting tool for managing your business. By pulling data from your

Network Phone system, you can assess productivity, identify business opportunities

and contain costs through easy-to-use graphs and reports. You can run reports with

customized filters and even schedule a recurring email with a link to a report that you

want to see when you arrive at the dealership every morning. You can print and save

copies, or export the data from a table-style report to a format that your spreadsheet

application can use—for even greater reporting potential.

Add-on Packages ADP offers add-on packages you can purchase for Call Intelligence. These add-on

packages include a call tracking solution that allows you to measure the effectiveness

of your ad campaigns and a call recording solution that allows you to record

incoming calls and play them back through the Call Intelligence user interface.

Audience All personnel responsible for configuring and viewing Call Intelligence reports

should read this manual.

Manual Content This guide provides all of the information that you need to use ADP Call Intelligence,

including step-by-step procedures for completing specific tasks.

Manual Organization This manual is organized in a sequential and functional way. The initial pages

explain logging in and the Call Intelligence dashboard (home page). The body of the

manual contains instructions for configuring reports. Each subsequent section focuses

on an individual report.

There are also appendixes for Call Intelligence ASP customers for setting-up call

recording and Support and Resources.

Documentation and Training ADP offers a documentation suite of quick reference cards and guides and training

videos for Call Intelligence at the following URL:

help.mynetworkphone.com

MyNetwork Phone Social Networking Sites You can keep your finger on the pulse of Call Intelligence developments with

MyNetwork Phone Facebook and Twitter pages. Both venues allow you to ask

questions, provide feedback, and get to know our team.

https://help.mynetworkphone.com/

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Facebook®

Note: If you do not have a Facebook account, create one by navigating to

http://www.facebook.com, filling out the fields in the Sign Up information area and

clicking Sign Up.

To become a fan of the MyNetwork Phone group:

1. Navigate to the MyNetwork Facebook page:

http://www.facebook.com/group.php?gid=93674985449

2. Click Join.

3. Navigate to the Groups area (View My Profile > Info > Groups). You are now a

member of the MyNetwork Phone group.

Twitter®

Note: If you do not have a Twitter account, create one by navigating to

http://www.twitter.com and clicking Sign Up Now.

To follow MyNetwork Phone on Twitter:

1. Log in to your Twitter account: http://www.twitter.com

2. Navigate to the MyNetwork Phone Twitter page:

http://www.twitter.com/MyNetworkPhone

3. Click Follow. Twitter displays the following message, indicating you are now a

follower of the MyNetwork Phone page.

4. To view the MyNetwork Phone page from your profile, click the MyNetwork

Phone link. As a follower, whenever the administrator of the MyNetwork Phone

page posts a Tweet, it will display on your Twitter page.

Documentation Suggestions ADP welcomes your suggestions on ways to improve our documentation. Send any

comments or suggestions via email to:

[email protected]

http://www.facebook.com/

http://mynetworkphone.com/ci%20?gid=93674985449

http://get.adobe.com/flashplayer/

http://www.microsoft.com/download/en/ie.aspx

http://www.twitter.com/MyNetworkPhone

mailto:[email protected]?subject=Call%20Intelligence%20Documentation%20Suggestions

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Accessing Call Intelligence Note: To view the Call Intelligence interface properly, set your monitor’s screen

resolution at a minimum of 1024 x 768 (recommended resolution is 1280 x 1024).

You can adjust your screen resolution by right-clicking on your desktop and clicking

to select Properties. On the Settings tab, adjust the screen resolution as needed, and

then click OK to save the setting.

ADP requires you to use Microsoft® Internet Explorer

® (IE) 7.0 or higher. If using IE

6.0, you will receive the following message:

To upgrade your browser, go to the Microsoft Internet Explorer download page::

http://www.microsoft.com/download/en/ie.aspx?q=internet+explorer&WT.mc_id=M

SCOM_EN_US_DLC_ICONNAV_121LSUS007796

To access the Call Intelligence web interface:

1. If you are a first-time user, ask your System Administrator for your Call

Intelligence user name and password.

2. Open a browser window (such as Internet Explorer).

3. Enter http://mynetworkphone.com/ci in the Address field of your browser

window. An ADP Login page displays.

4. Type your Call Intelligence user name and password in the fields provided, and

then click Client Login to log in. The ADP Call Intelligence Home Page displays

as shown in the following example. Menu options vary depending on the Call

Intelligence package that your dealership purchased and your user rights.

http://www.twitter.com/?q=internet+explorer&WT.mc_id=MSCOM_EN_US_DLC_ICONNAV_121LSUS007796?q=internet+explorer&WT.mc_id=MSCOM_EN_US_DLC_ICONNAV_121LSUS007796

http://www.twitter.com/?q=internet+explorer&WT.mc_id=MSCOM_EN_US_DLC_ICONNAV_121LSUS007796?q=internet+explorer&WT.mc_id=MSCOM_EN_US_DLC_ICONNAV_121LSUS007796

http://www.facebook.com/group.php

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Changing Your Call Intelligence Password Text.

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Understanding the Call Intelligence Home Page The Call Intelligence Home Page consists of two sections:

Main Menu: Provides access to the different reports, views, and configurations

Dashboard: Displays widgets that provide useful information at-a-glance

Main Menu The Call Intelligence Home Page provides the following options on the main menu:

Menu Item Explanation

Home Returns you to the Call Intelligence Home Page.

Reports Allows you to view various phone usage reports and drill down into detailed call logs. Reports are categorized by functionality. For more information, see:

Call Details

Call Log

Productivity

Department Call Volume Graph

Department Summary

Employee Call Volume Graph

Employee Summary

FAC Call Volume Graph

FAC Summary

Cost Containment

Phone Misuse

Frequent Numbers

Opportunity

Missed Calls

Marketing Area

Ad Campaigns

Network Phone Enterprise (Hosted/Cisco):

Ad Campaigns – Calls per Ad Graph

Ad Campaigns – Calls per Ad

Network Phone ASP (Onsite IPNS):

Ad Campaigns

Directory Allows you to view a list of all users in your enterprise with their phone numbers, departments, and user IDs. See Working with the Directory on page 55.

My Reports Allows you to generate reports you saved and view, schedule, or delete saved report templates.

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Menu Item Explanation

Settings Allows you to view and manage (with administrative privileges) configurable application settings, including logins and notifications. See Each time the parameter is exceeded, a notification will be sent to the email recipients. Managing Call Intelligence Settings on page 56.

Dashboard By default, the Dashboard area of the Call Intelligence Home Page has

widgets that provide useful information at a glance: Statistics, Saved

Templates, Call Volume, Hourly Missed Calls, Call History, Notifications,

Messages, and Missed Calls Gauge.

To customize the dashboard’s widgets:

1. Click Customize . A dropdown menu displays.

2. Select the checkboxes that correspond to the widgets you want to display

on the dashboard.

Note: There is no minimum number of widgets required; however, it is

recommended you display a couple that reflects the dealership’s business

needs. Likewise, you can select all eight widgets to display on the

dashboard.

To change the display of the widgets:

Hide details of a widget on the Dashboard by clicking in the widget

header.

Re-display the widget details, click .

Refresh the data in a widget by clicking in the widget header.

Remove a widget by clicking in the widget header.

The following table describes each widget on the Dashboard.

Dashboard Item Explanation

Statistics

for mm/dd/year to mm/dd/year

Indicates the dates from which the statistics were pulled; it is always a total of seven days with today’s date being the “to” date. For example, 9/10/2011 to 9/16/2011.

Department Count Total number of departments in your enterprise.

User Count Total number of phone users in your enterprise.

Most Inbound Calls Department

Department that received the most incoming calls during the past seven days.

Most Inbound Calls Count Total number of incoming calls received during the past seven days.

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Highest Inbound Call User Name of the phone user that received the most incoming calls during the past seven days.

Highest Inbound Call Time Duration of the longest lasting incoming call during the past seven days.

Most Outbound Calls Department

Department that made the most outbound calls during the past seven days.

Most Outbound Calls Count Total number of outbound calls made during the past seven days.

Highest Outbound Call User Name of the phone user that made the most outbound calls during the past seven days.

Highest Outbound Call Time

Duration of the longest lasting outbound call during the past seven days.

Most Missed Calls User Name of the phone user with the most missed calls during the past seven days.

Most Missed Calls Phone Number

Telephone number with the most missed calls during the past seven days.

Most Missed Calls Count Total number of missed calls during the past seven days.

Missed Calls Gauge

Displays the percentage of incoming, external missed calls for the day in a 3-D chart and lets you select which department’s missed calls to view.

Saved Templates

Provides a list of your saved report templates. Click on a template name to view a current version of the saved report. For more information, see Saving Report Templates on page 23.

Call Volume

Displays a graph that shows the number of calls that selected departments made/received during the previous day (hourly view type) or week (daily view type).

To display the Department Phone Statistics Report, click on the graph.on page 12). To display data for different departments or to change the view type, click Configure.

Hourly Missed Calls

Displays bar graphs for up to four departments that show the hours during which calls were missed. To display a Missed Calls Report for one of the departments, click on the bar graph for that department. To display data for different departments or to select the type of missed calls to report on, click Configure.

Notifications

Displays a list of the ten most recent notifications sent to alert the user when certain criteria are met. For more information, see Setting up Automatic Notifications on page 56.

Messages

Displays important messages and links from ADP. For example, a new Call Intelligence release is now in production.

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Call History

Displays a list of the last 20 calls that you have made and received, which you can filter by In, Out, or Missed.

Missed Calls Gauge

Displays an indicator to show whether the percentage of today’s missed calls for the selected department is problematic (Good vs. Bad).

To display a Missed Calls Report for the selected department, click on the gauge.

Sending Feedback to ADP You can send ADP feedback about the Call Intelligence application. For

example, you could tell us about a new feature, a new report, or a way to

make the application more user-friendly to your dealership group.

Note: Do not use this feedback tool for sending ADP issues that you are

having with Call Intelligence; continue to communicate any such issues to

ADP Support.

To send ADP feedback regarding the Call Intelligence application:

1. At the bottom of any page in Call Intelligence, click . The

Send Us Your Comments and Suggestions window displays. By default,

the Email Address: field contains the email address associated with your

login. If you prefer, you can enter a different email address.

2. Type your feedback in the Send Feedback field.

3. Click OK to send your feedback to ADP.

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Report Configuration When you view a report in Call Intelligence, there are several additional

options that allow you to:

Change the default filter values.

Save a template of the report with your custom-defined filters.

Send an email with a report link to allow recipients to log into Call

Intelligence and view the report.

Schedule a recurring email with a report link with your custom-defined

filters.

Create a PDF file of the report to save electronically or print for your

paper files or distribution.

Export report data to Microsoft Excel format that you can manipulate

and analyze using the spreadsheet application.

Configure the order in which the call legs display on the report (if

applicable).

Reports and Administrative Rights Users without administrative privileges can only view call data for the

departments and groups that they have permission to view. For more

information, see Managing User Permissions.

Navigating through Reports Before explaining the configuration options for Call Intelligence, it is

important to understand basic report navigation. At the bottom of each report,

the following toolbar displays:

A plus sign displays next to calls that have multiple legs in the call

path. Click to display (expand) rows for the additional call legs. Click

to hide (collapse) the additional rows. To change the order in which

the call legs display, click in the Options bar.

To view the columns on the far right, move the scroll bar to the right or

click .

To view the next page, click . To view the last page, click .

To view the previous page, click . To view the first page, click .

To view a specific page, enter the page number in the field provided on

the navigation bar.

To refresh the page, click .

To know which batch of call records you are viewing, note the batch

indicated .

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Tip: Call Intelligence displays records in batches of 50.

The Employee and Department Summary reports feature a Totals toolbar

above the report toolbar.

The Totals toolbar provides the following information:

Total number of voicemails

Total percentage of voicemails

Total number of missed calls

Total percentage of missed calls

Total number of incoming calls

Total number of outgoing calls

Total number of all calls

Total time of calls

Average time of all calls

Configuring Graph Reports

Changing the Graphic Display for Graph Reports

By default, graph reports as line reports. You can, however, change the

display criteria.

To display the report filter criteria, click Show Filter Details .

To change type of graph (options include Line, Column, Bar, 3D

Column, 3D Bar), click to select the appropriate option from the

Graph dropdown list.

To change the time interval for the display, click to select the

appropriate view (Hourly, Daily, Weekly, or Monthly) from the

View dropdown list.

To display different statistics, click to select Number of Calls (by

total number of calls), Total Call Time (by time on the phone

overall), or Avg Call Time (by time on the phone per call) from the

Statistic dropdown list.

To change the display size, click to select the appropriate percentage

from the Size dropdown list.

Drilling Down in Graph Reports

To display details for a department’s indicated calls, click on the

corresponding data point in the graph for that department. You are given the

opportunity to return to your graph by clicking on Go Back to Department

Call Volume Graph above the detail report. For more information about the

Call Log, see Working with the Call Log.

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Accessing the Call Log from Reports You can access the Call Log while drilling down in all reports. Links display

in the report under their corresponding column (for example, Voice Mail, 26

for Honda Sales). Clicking the number link displays the Call Log for the 26

calls sent to voicemail for the Honda Sales department.

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Understanding Report Features The following list shows the available features for each Call Intelligence

report.

Quick Search

Filter and Reset Filters

Template

Email

Schedule

PDF

Excel

Configure

Report features differ from report-to-report. Refer to the individual report in

Call Intelligence. The following sections, however, explain how to perform

the tasks associated with the above features.

Quick Search The Quick Search feature allows you to search for specific call records using

a name or phone number search string. Call records that match the criteria

display in the resulting Call Log.

Performing a Quick Search

If performing a quick search, remember the following:

Quick Search only can search a string of characters (for example, McDo but

not McD; 5031 but not 503)

To perform a quick search:

1. Enter the search string. Once you type four characters, a dropdown menu

displays a number or name that matches the search criteria (for example,

if you typed 5035, phone numbers such 5035551234 and 5035554321

would display; if you typed, Smit, names such as Smith or Smithers

would display).

2. View the corresponding call log (that contains call records that match the

search string by doing one of the following:

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a. Click the name or phone number in the dropdown.

b. Highlight the name or phone number in the dropdown and then click

the magnifying glass icon ( ).

Filtering Report Data Each report is set up with default filter values, but the filter values differ

from report-to-report.

Note: Users without administrative privileges can only filter call data by the

departments and groups they have permission to view. For more information,

see Managing User Permissions on page 60.

Filter Details

Showing/Hiding Filter Details

By default, all reports do not show filter details.

To show filter details:

1. Select and view a report.

2. Click the next to Show Filter Details. The Show Filter Details

changes to Hide Filter Details and displays the filter options selected.

Date/Time Filters

Filtering by Date Range

To filter calls by a different date range:

1. View the report that you want to filter.

2. Click in the Options bar. The Call Filter Options window

displays.

3. If necessary, click the Date/Time tab. The Date Range and Time of Day

call filter options display (see example below).

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4. Under Date Range, type the starting and ending dates for the range in the

fields provided, or click to select a date from the calendar. To navigate

to a different month on the calendar, click on the arrow in the date

header.

5. Click OK to apply the new date range filter to the report.

Filtering by Time Range

To filter a report for specific hours in the day:



displays.

3. If necessary, click the Date/Time tab. The Date Range and Time of Day

call filter options display.

4. Under Time of Day, click to select the starting and ending hour for the

time range from the After and Before dropdown lists.

Tip: If you have multiple dealerships spanning different time zones, it is

recommended you select a range that specifically covers the time zone

you want to search.

5. Click OK to apply the new filters to the report.

Call Details Filters

Filtering by Call Duration

The default Call Duration filter for most reports is to show calls of any

length, but you can change this to show only calls that lasted more than 5, 15,

or 30 minutes. For example, if you select the over 15 minute option, only

calls that lasted 15 minutes or more show on the report.

To filter calls by their duration:


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displays.

3. Click the Call Details tab. The filter settings for Call Duration, Call

Direction

(if applicable), Call Status (if applicable), Call Type (if applicable), and

Recorded Calls (if applicable) display.

Note: The Call Details tab does not display for the Missed Calls Report.

4. Click to select the duration to filter by from the Call Duration dropdown

list.

5. Click OK to apply the new filter to the report.

Filtering by Call Direction

The default Call Direction filter for most reports is all directions, but you can

change this setting to show only incoming or outgoing calls.

To filter calls by their direction:



displays.

3. Click the Call Details tab. The filter settings for Call Duration, Call

Direction

(if applicable), Call Status (if applicable), Call Type (if applicable), and

Recorded Calls (if applicable) display.

4. Click to select the direction to filter by from the Call Direction dropdown

list.


Filtering by Call Status

The default Call Type filter for most reports is all call types, but you can

change this to show only a specific call status. For example, if you select

Missed (no voicemail), only missed calls that did not leave a voicemail show

on the report. You can select from the following:

All

All Missed

Missed (no voicemail)

Voice Mail

No Answer

Busy

Connected

Fwd All

Park

Call Pickup

Error

19

Unknown.

To filter calls by their call status:



displays.

3. Click the Call Details tab. Where applicable, the following filter settings

display:

Call Duration

Call Direction

Call Status

Call Type

Recorded Calls (if applicable)


4. Click to select the call type to filter by from the Call Status dropdown

list.


Filtering by Call Type

The default Call Type filter for most reports is all call types, but you can

change this to show only internal or external calls. For example, if you select

Internal, only calls that originate within your dealership show on the report.

You can select from the following:

All

Internal

External – All

External – All LD

External – Local

External – Local LD

External – Natl LD

External – Interntl

Toll Free

Emergency

Unknown

To filter calls by their call type:



displays.

6. Click the Call Details tab. Where applicable, the following filter settings

display:

Call Duration

20

Call Direction

Internal/External


3. Click to select the call type to filter by from the Call Type dropdown list.


Filtering by Recorded Calls

You can filter the Call Log report to show only recorded calls.

To filter the Call Log so that it only shows recorded calls:

1. View the Call Log.

2. Click in the Options bar. The Call Filter Options window displays.

3. Click the Call Details tab. Where applicable, the following filter settings display:

Call Duration

Call Direction

Call Status

Call Type

Recorded Calls (if applicable)

4. Click to select the Show recorded calls only checkbox.


Phone Users Filters

Filtering by Phone User

You can filter reports to only show data for specific departments, groups, or users.

When you select a group, the group’s corresponding departments display in the

Departments area, giving you to the option of selecting departments for your search.

If you select departments, Call Intelligence displays the corresponding users for the

selected departments, letting you select specific users to make your search even more

granular. For example, you can apply a filter to a report to show only calls that are

associated with users in the Parts department of ADP Motors West. By default, no

groups are selected on the Phone Users tab.

Important! An issue was reported that when searching the Call Log by entering the

area code and 7-digit number (for a total of 10 digits; for example, 503-555-1234)

and not returning any results even though the call record(s) exist.

This issue typically occurs when a dealership was in a locale that does not require

dialing the area code (for example, entering 555-1234 is acceptable). Several ADP

applications do log the call record with just the seven digits used to dial the call

(with some applications also dropping the “8” or “9” to signify an outside call and

“1” for long distance).

Call Intelligence lets you search phone and extension numbers three different ways

(Exact Match, Starts with, and Contains). When performing a search, you can now

use a 7-digit phone number instead of a 10-digit phone number using the “Exact

Match” or “Contains” search criteria. Using this method, your search results will

21

now return only 7-digit phone numbers or the phone number and the area code from

the 7- or 10-digit search string you entered. Using this method also improves the

likelihood Call Intelligence finds the call records you want.

To filter calls by specific phone users:


2. Click in the Options bar. The Call Filter Options window displays.

3. Click the Phone Users tab. The filter settings for Phone Users display.

4. To filter the report by one or more groups:

a. If you want to filter by a specific group, click to select the applicable group

in the Groups area. When a group is selected, the Departments area populates

with departments associated with that group. If you select multiple groups,

multiple departments may display in the Departments area. To select more

than one group, press Ctrl+left-click for each group you want to add. Click

Select All to select all departments. If necessary, click None to clear all

selections.

5. To filter the report further using one or more departments:

a. If you want to filter by a specific department, click to select the applicable

department in the Departments area. When a department is selected, the

Users area populates with users associated with that department. If you select

multiple departments, multiple users may display in the Users area. To select

more than one department, press Ctrl+left-click for each department you

want to add. Click Select All to select all departments. If necessary, click

None to clear all selections.

6. To filter the report further using one or more users:

Important! If you do not know if a user is not associated with a department, you

cannot use the Phone Users tab to find calls. Instead, use the Search tab’s

Name(s) field to search for a user.

a. If you want to filter by a specific user, click to select the applicable user in

the Users area. To select more than one user, press Ctrl+left-click for each

user you want to add. Click Select All to select all users. If necessary, click

None to clear all selections.

7. Click OK to apply the new filter settings.

22

Filtering by Number, Name, or FAC

You can filter reports to only show data for specific numbers, names, or Forced

Authorization Codes (FACs).

Important! Not all reports let you search by number, name, or FAC; for example, the

Missed Calls report only lets you search by number or name. The following

instructions explain how to search for number, name, or FAC. For more information

on which searches you can perform for each report, refer to the Filtering Report

Data table.

Tip: To select multiple names, numbers, or FACs, separate each search string (for

example, a phone number) with a semicolon (;). Pay extra attention to the dropdown

item you select to ensure you yield the search results you want.

1. To search for and filter by specific names, phone numbers, or FACs:

a. Type the search criteria in the respective Search field (Number(s), Name(s),

or FAC(s)) and then select the search condition (Exact Match, Starts With, or

Contains) from the dropdown list.

Auto-complete is available for the Number(s), Name(s), and FAC(s) fields.

Auto-complete automatically displays a drop-down menu with the

numbers/names/FACs that match the search string entered. For the Name

search, auto-complete is only available for first name search when entering

the first four letters of a first and last name or first four numbers of a phone

number or FAC.

Note: Call Intelligence does not count ―blank‖ spaces, so make sure to enter

four characters to return auto-complete results. For example, enter Ava M to

return Ava Moore. Just entering Ava would not yield any search results.

Call Intelligence automatically displays a drop-down menu with the results

that match the search string entered.

Matching information displays in the Selection Summary area of the Search

tab (see screenshot below). Each field (Numbers, Names, or FACs) has its

own column; for example, if you enter a number that matches a number in

the call records, a Numbers column displays with the search string entered.

You can remove the search criteria by clicking the red ―X‖ next to the

corresponding search string (for example, in the Numbers column – in the

following screenshot, you would remove ―5032‖ from the search).

23

Important! When using Exact Match when searching on the Phone User’s

name, it must contain a first and last name. For example, Abraham Lincoln.

If searching for multiple names (for example, George Washington and

Abraham Lincoln), you must enter: George Washington; Abraham Lincoln. If

you entered just Washington; Lincoln for an exact name search, Call

Intelligence would not return reports with George Washington and Abraham

Lincoln.

2. Click OK to apply the new filter settings.

Resetting Call Filters

To reset all call filters for a report to their default values:

1. View the report requiring an all call filters reset.

2. Click in the Options bar.

Sorting Call Details Call Intelligence sorts the data on several reports using a default sort order. You have

the option of sorting the data by any of the columns and in either ascending (A-Z) or

descending (Z-A) order.

To sort the call details for a report:

1. Click the column header for the column that you want to sort by. The report is

now sorted in ascending order by the column, and an arrow pointing up displays

next to the column header.

2. To sort the records in descending order, click the column header again. The

report is now sorted in descending order by the column, and an arrow pointing

down displays next to the column header.

Saving Report Templates If you normally apply different filters to a report and do not use the default settings,

you can save a template of the report with your custom filters applied. By saving the

template, you can view the report without defining the filters again. When you save a

report template, you are saving the framework of the report and not the actual data

within that instance of the report; so each time you view it, the data will be different

because the report filters are applied relative to the current date.

To save a report template:

24

1. View the report that you want to save as a template.

2. Click in the Options bar. A Save Template window displays.

3. Type the name for the report template in the field provided, and then click OK to

save the template. Use a name that will help you easily identify it later.

Note: You cannot change the name of a template. If you want to create the same

report with different filters, refer to “Creating “One-Off” Reports from My

Report Templates.”

4. From the main menu, click My Reports.

5. Verify the new report template displays in your My Reports list (refer to the

following example). Note the template is also listed in the Saved Templates

widget on the Home Page Dashboard.

From the My Templates page, you can:

Generate a report with current call data based on the filters saved in your

template. Click on the Template Name link to view the report.

Schedule a report based on your template to be emailed on a regular basis

(see Scheduling Email Reports for Existing Report Templates on page 26).

Delete an existing saved report template. Click (Delete) in the row for the

template that you want to delete.

Note: When you save a report template, the corresponding report is available

from the My Reports tab.

Creating “One-Off” Reports from My Report Templates

Templates are useful for generating ―one-off‖ reports; that is, if your dealership

creates a report but wants to adjust the filters to create a similar report with different

filter characteristics (for example, you create a Department Summary Template for

the first quarter but want to create reports for the following three quarters).

To save a ―one-off‖ report template:

1. From the main menu, click My Reports.

2. Click the template name you want to use as the foundation for your report. The

report displays.

3. Click Filter to change the filter characteristics based on the data you want to

retrieve.

4. Click Template.

5. Enter the name of the new template and click OK.

6. Click My Reports again. The new template is available on the My Reports page.

25

Sending Reports via Email You can send a report from Call Intelligence to anyone with an email address. The

email contains a PDF attachment of the report and provides a link to the report so

recipients can log into Call Intelligence and view the report.

You have the option of sending the report one time or on a recurring schedule (daily,

weekly, or monthly). For a list of the reports that you can send in an email, refer to

Understanding Report Features.

Sending Reports One Time

To send a report one time:

6. View the report that you want to email a link to.

7. Click in the Options bar. An Email Report window displays.

8. Type one or more email addresses (separated by semi-colons) in the Email

address field, and then click Send.

Scheduling Email Reports for Unsaved Reports

To schedule a report that has not been saved as a template for recurring emails:

1. View the report you want to schedule for recurring emails.

2. Click in the Options bar. A Schedule Email Report window displays.

3. Schedule the email report as follows:

a. Type a name for the report template in the field provided. Use a name that

will help you easily identify it later.

b. Type one or more email addresses (separated by semi-colons) in the

Recipients field.

c. Click to select how often you want to send the email (Daily, Weekly, or

Monthly) from the Frequency dropdown list.

Note: Daily emails are sent at 11 p.m., weekly emails are sent on Sunday

at 9 p.m., and monthly emails are sent on the last day of the month at 7 p.m.

d. Click OK to save the report template and recurring email schedule.

26

Scheduling Email Reports for Existing Report Templates

To schedule email reports for an existing saved report template:

1. From the main menu, click My Reports. A list of your existing saved report

templates display.

2. Click in the row for the saved report template that you want to email on a

regular basis. The Schedule Email Report window displays.

3. Schedule the email report as follows:

a. Type one or more email addresses (separated by semi-colons) in the

Recipients field.

b. Click to select how often you want to send the email (Daily, Weekly, or

Monthly) from the Frequency dropdown list.



c. Click OK to save the report template and recurring email schedule.

Unsubscribing from Scheduled Email Reports

If you are subscribed to a report that you did not set up and now want to unsubscribe

from the email list, you can do so from the report email.

To unsubscribe from a scheduled email report:

1. In the report email, click the Click here link. Your email application opens a new

email message that is addressed to [email protected].

2. Send the message as is to ADP to remove your email address from this report’s

subscription list.

Exporting Call Intelligence Reports to PDF You can create a PDF version of any of the Call Intelligence reports to allow you to

distribute the report to other employees or to keep a hardcopy for historical purposes.

To create a PDF version of a report:

27

1. View the report that you want to export to PDF.

2. Click in the Options bar. An Exporting dialog displays, followed by a File

Download dialog that prompts you to open or save the file.

3. Click Save to save the file to your workstation or any other computer on your

network. The Save As window displays.

4. Define the properties for the file as follows:

a. From the Save in dropdown list, select the appropriate file folder in which to

save the report.

b. In the File name field, type a name that will help you identify the file later.

5. Click Save to save the file to the folder that you specified. You can now

distribute the file as needed or open the file for viewing or printing.

Exporting Call Intelligence Reports to Excel Format You can export many of the Call Intelligence reports to an Excel format that you can

then open using the spreadsheet application. The Excel format is useful if you want to

use the report data to perform additional calculations or to create additional reports

outside of Call Intelligence. For a list of the reports that you can export to Excel

format, refer to the report features table on page 12.

To export the report to Excel format:

1. View the report that you want to export to Excel format.

2. Click in the Options bar. An Exporting dialog displays, followed by a

File Download dialog that prompts you to open or save the file.





save the report.


5. Click Save to save the file to the folder that you specified. You can now open,

edit, and save the file in Excel as needed.

Changing the Call Leg Display Order on Reports For the Call Log, Phone Abuse Report, and Missed Calls Report, you can choose to

display the initial call leg first or the final call leg first for multiple leg calls.

To change the order in which the call legs display:

1. View the Call Log, Phone Abuse Report, or Missed Calls Report.

2. Click in the Options bar. A Configure window displays.

28

3. Click to select the call leg display order, and then click OK to save the change.

The following examples show initial call leg first and final call leg first,

respectively.

29

Call Details Reports The Call Details reports let you view detailed information about calls made or

received and access call recordings. Currently, only one Call Details report is

available: Call Log.

Call Counting Before you begin reviewing call records in Call Intelligene, you may want to

familiarize yourself with how calls are ―counted‖ in Call Intelligence. Specifically,

when a call has multiple legs or the route of the call leads to different places (for

example, voicemail or call park), Call Intelligence counts the calls using specific

criteria. For a better understanding, refer to Appendix B: Understanding Report Call

Counts.

Working with the Call Log The Call Log shows the details for each call record. This log is the lowest level of

detail you can view within Call Intelligence allowing you to view detailed

information about any call made or received on your phone system.

Note: If your dealership purchased the call recording add-on, the Call Log also

provides a playback feature that allows authorized personnel to listen to audio

recordings of incoming calls through the Call Intelligence Audio Player (see Playing

a Recorded Call on page 31).

If your dealership has CTI Desktop integrated with ADP Drive or ADP CRM, the

Call Log also provides a customer search feature that allows you to search for and

retrieve customer information based on the phone number in the Call Log.

Viewing the Call Log To view the Call Log:

1. From the main menu, roll your mouse over Reports, and then click Call Log.

The Call Log page displays as shown in the following example.

30

31

The following table explains each data item that displays in the Call Log:

Item Explanation

Play If a recording is available for a call, a play icon displays in the corresponding row. Click on the icon to play back the recording (see Playing a Recorded Call).

Date/Time Date and time of day the phone user placed or received the call.

Caller Name Name of the user who placed the call. If more than one user is associated with the phone number, a icon displays next to the name. Click the icon to display a list of all names associated with the phone number.

Caller # Extension or 10-digit telephone number that the call was made from.

Caller Department

Name of the department associated with the employee who placed the call.

Called Name Name of the user who received the call. If more than one user is associated with the phone number, a icon displays next to the name. Click the icon to display a list of all names associated with the phone number. If the number belongs to a hunt group, a icon displays next to the name. Click the icon to display a list of all names associated with the hunt group.

Called # Extension or 10-digit telephone number that the call was made to.

Called Department

Name of the department called (received the call).

Duration Length of the call in minutes and seconds.

Status Status of call: Busy, Connected, No Answer, or Voicemail. Displays Error or Unknown if the call status cannot be determined.

Direction Indicates whether the call was Incoming or Outgoing.

Type Type of call: Internal, External, Toll Free, Emergency, or Unknown. Displays Unknown if the call type is undetermined.

Note: External and internal call types also have subtypes (for example, External – Local).

FAC Includes a description when a forced authorization code (FAC) is used to make the outgoing call.

Route Indicates the call route path for Call Forwards and Transfers.

Note: Available for Network Phone Xpress and Network Phone ASP phone systems only.

For instructions on how to apply different filters to the Call Log, see Filtering Report

Data.

Playing a Recorded Call

Note: The call playback feature is only available if your dealership purchased the

call recording add-on. You must have Adobe® Flash

® Player 9.0 or higher installed

on your workstation to play back call recordings. If you need a the Adobe®

Flash®

Player, visit: http://get.adobe.com/flashplayer/

http://www.twitter.com/

32

The Call Log provides a playback feature that allows authorized personnel to play an

audio recording of an incoming call through the Call Intelligence Audio Player. If a

recording is available for a call, a play icon displays in the Play column of the

corresponding row in the Call Log.

Playing a Recorded Call Using Adobe® Flash® Player

To play back a call recording:

1. Click in the Play column of the corresponding row for the call that you want

to hear. A Call Intelligence Audio Player window displays.

2. To play the call recording, click . As needed, use the slider bar

to move forward or back in the

recording, or click to the right of the play arrow to stop the recording.

3. To save a recording to your workstation, click Save Recording. The file is

downloaded from the server. From the File Download window, click Save

Recording. Accept the default filename with the date and time of the call, or type

in a filename of your choice.

4. To close the Call Intelligence Audio Player window, click Close.

Playing a Recorded Call Using Windows® Media Player®

To play back a call recording saved to your workstation using Windows Media

Player:

1. Navigate to the area where you saved the call recording (Step 3 in Playing a

Recorded Call) and double-click the call you want to listen to.

The Windows Media Player opens and automatically begins playing the audio

recording.

2. To pause the recording, click . As needed, use the slider bar

to move forward or back in the

recording, or click to stop the recording.

3. To close the Windows Media Player, click .

33

Using the Customer Search Feature If you have CTI Desktop integrated with your ADP Drive or ADP CRM application,

the Call Log provides a customer search feature that you can use to search for and

retrieve customer information based on the phone number in the Call Log.

Note: The Customer Search feature is only active if you are logged into the ADP

Drive or ADP CRM application when you view the Call Log. If you use Customer

Search and are not logged in to ADP Drive or ADP CRM, the following error

message displays. To clear the error message, click OK and, depending on the

application your dealership uses, log in to either ADP Drive or ADP CRM.

If the customer search feature is available, a search icon displays next to the

telephone number in the Call Log.

To perform a customer search:

1. Click next to the phone number that you want to perform the search on.

When you move your mouse pointer over the icon, the hover text indicates the

name of the database (for the active application in CTI Desktop) that will be used

for the search.

After you click on the icon, the utility launches the active application’s customer

search page, searches through customer records in the respective database for a

phone number match, and displays the results on the customer search page.

2. If one or more matching records are found, the customer search page lists the

number of matching records and a list of the associated customer names. To view

customer details, click the customer’s name.

If there are no matching customer records, a no records found message displays.

Accessing the Call Log from ADP Drive You can access the Call Log from the ADP Drive Full Customer View. Click the

Call Log link on the Full Customer View window to view the Call Log.

If your dealership purchased the Call Intelligence ASP Package, you can listen to

recorded calls from the Call Log in ADP Drive. Click the in the row for the call

you want to play back.

34

Productivity Reports Productivity reports identify department and employee trends and statistics. The

following lists all productivity reports:

Department Call Volume Graph

Department Summary

Employee Call Volume Graph

Employee Summary

FAC Call Volume Graph

FAC Summary

Working with Department Call Volume The Department Call Volume Graph is a graph report that shows each department’s

phone use. You can display this report as one of several types of graphs and change

the view to show number of calls, total call time, or average call time. This report is

useful to see which departments are using your dealership phone system the most and

the least.

To view Department Call Volume:

From the main menu, roll your mouse over Reports, and then click Department

Call Volume Graph. The Department Call Volume Graph page displays as

shown in the following example.

You have the option of selecting various graph types including Line, Column,

Bar, 3D Bar, or 3D Column.

Clicking on a point or bar in the graph will generate a detailed Call Log report of

the volume.

35

Working with the Department Summary The Department Summary Report shows call activity totals for each department. This

report is useful to see how many calls are handled by each department, how many of

the calls go to voice mail or are missed, and the total and average time spent on the

calls.

To view the Department Summary Report:

From the main menu, roll your mouse over Reports, and then click Department

Summary. The Department Summary Report page displays as shown in the

following example.

36

The following table explains each data item in the Department Summary Report.

Item Explanation

Name Department name

Voice Mail Total number of incoming calls answered by voice mail

Voice % Total percentage of incoming calls answered by voice mail. This gives you a better idea of how many inbound calls to the department were answered by voice mail. For example, 50 calls answered by voice mail is not bad if it’s only 5% of total inbound calls.

Missed Calls Total number of incoming calls missed

Missed % Total percentage of missed calls. This gives you a better idea of how many inbound calls to the department were actually missed. For example, 25 missed calls is not bad if it’s only 2.5% of total inbound calls.

Incoming Total number of incoming calls

Outgoing Total number of outgoing calls

Total Calls Total number of calls made to or from the phone number assigned to the department

Total Time Total number of minutes and seconds spent calling into or out from the phone number associated with the department

Average Time Average number of minutes and seconds spent for each call made or received by the department

Totals Toolbar (row) that displays the totals for all columns in the Department Summary Report

For instructions on how to apply different filters to the Department Summary Report,

see Filtering Report Data.

Clicking on an underlined quantity in the report will generate a detailed Call Log of

the records matching the data criteria.

37

Working with Employee Call Volume The Employee Call Volume Graph shows the top ten phone users in your dealership.

You can display this report as one of several types of graphs and change the view to

show number of calls, total call time, or average call time. This report shows you

who is using your phone system the most, which can be a positive or negative thing

depending on the context.

To view Employee Call Volume:

From the main menu, roll your mouse over Reports, and then click Employee

Call Volume Graph. The Employee Call Volume Graph page displays as shown

in the following example.




the volume.

Working with the Employee Summary The Employee Summary Report shows call activity totals for each phone user. This

report is useful to see how many calls are handled by each user, how many of the

calls go to voice mail or are missed, and the total and average time spent on the calls.

To view the Employee Summary Report:

From the main menu, roll your mouse over Reports, and then click Employee

Summary. The Employee Summary Report page displays as shown in the

following example.

38

The following table explains each data item in the Employee Summary Report.

Item Explanation

Name Name of employee or phone user

Voice Mail Total number of incoming calls that were answered by voice mail

Voice % Total percentage of incoming calls that were answered by voice mail. This gives you a better idea of how many inbound calls to an employee were answered by voice mail. For example, 50 calls answered by voice mail are not bad if it’s only 5% of total inbound calls.

Missed Calls Total number of incoming calls that were missed

Missed % Total percentage of missed calls. This gives you a better idea of how many inbound calls to an employee were actually missed. For example, 25 missed calls is not bad if it’s only 2.5% of total inbound calls.

Incoming Total number of incoming calls

Outgoing Total number of outgoing calls

Total Calls Total number of calls made to or from the phone number assigned to the employee

Total Time Total number of minutes and seconds spent calling into or out from the phone number associated with the employee

39

Item Explanation

Average Time Average number of minutes and seconds spent for each call made or received by the employee

Totals Toolbar (row) that displays the totals for all columns in the Employee Summary report. This helps your dealership get an overall picture of all employee activity.

For instructions on how to apply different filters to the Employee Summary Report,

see Filtering Report Data.

Clicking on an underlined quantity in the report will generate a detailed Call Log of

the records matching the data criteria.

Working with FAC Call Volume The FAC Call Volume Graph is a graph report that shows when a Forced

Authorization Code (FAC) was used. You can display this report as one of several

types of graphs and change the view to show number of calls, total call time, or

average call time. This report is useful to see which FAC is being used, who is using

it, and how often. Since FACs can be used to make calls from a restricted line (for

example, lines that block long-distance calls), this shows if FACs are being misused.

To view the FAC Call Volume Graph Report:

From the main menu, roll your mouse over Reports, and then click FAC Call

Volume Graph. The FAC Call Volume Graph page displays as shown in the

following example.




the volume.

40

Working with the FAC Summary The FAC Summary Report shows call activity totals for each FAC used even if the

FAC name is not configured, the FAC Summary Report lists these FACs as Not

Configured. This report is useful to see how often a FAC is used, how many of the

calls per FAC were dialed, and the total and average time spent on the calls.

To view the FAC Summary Report:

From the main menu, roll your mouse over Reports, and then click FAC

Summary. The FAC Summary Report page displays as shown in the following

example.

The following table explains each data item in the FAC Summary Report.

Item Explanation

Name FAC name. If one is not associated with the FAC, the name is listed as Not Configured.

Total Calls Total number of calls made to or from the phone number assigned to the FAC name

Total Time Total number of minutes and seconds spent calling into or out from the phone number associated with the FAC name

Average Time Average number of minutes and seconds spent for each call made or received by the FAC name

Totals Toolbar (row) that displays the totals for all columns in the FAC Summary report. This helps your dealership get an overall picture of all FAC activity.

For instructions on how to apply different filters to the FAC Summary Report, see

Filtering Report Data.

Clicking on the Total Calls quantity will generate a detailed Call Log report for the

particular FAC name.

41

Cost Containment Reports Cost containment reports identify behaviors or practices that might result in

unnecessary costs. The following lists all cost containment reports:

Phone Misuse

Frequent Numbers

Managing Phone Misuse The Phone Misuse Report shows calls that are potentially abusive to your dealership,

helping you see calls that were made after business hours or lasted longer than a

specified amount of time.

To view the Phone Misuse Report:

1. From the main menu, roll your mouse over Reports, and then click Phone

Misuse. The Phone Misuse page displays (see example below).

The following table explains each data item that displays in the Phone Misuse

Report:

Item Explanation

Name The phone abuse summary report groups potentially abusive phone calls by the following categories:

After Hours: Calls made or received after normal business hours for a specific date range. Default after hours range is from 9:00 p.m. to 8:00 a.m. This view is helpful for identifying potentially abusive calls while your dealership is closed.

International: Calls where Call Type is International

Long Distance: Calls where Call Type is Long Distance

Over 5/15/30 Minutes: Calls that lasted longer than 5, 15, and 30 minutes

Total Calls Total number of calls made to or from the dealership matching the misuse category

Total Time Total number of minutes and seconds spent calling into or out from the dealership matching the misuse category

42

Item Explanation

Average Time Average number of minutes and seconds spent for each call

You can change any of the default filters, and they will be applied across each of the

available report types. For instructions on how to apply different filters to the Phone

Misuse Report, see Filtering Report Data.

Clicking on the Total Calls quantity will generate a detailed Call Log report.

Working with Frequently Called Numbers The Frequent Numbers Report shows which phone numbers are called most

frequently by your dealership. These numbers can be either external or internal

extensions.

To view the Frequent Numbers Report:

From the main menu, roll your mouse over Reports, and then click Frequent

Numbers. The Frequent Numbers page displays as shown in the following

example.

The following table explains each data item in the Frequent Numbers Report.

Item Explanation

Called # The frequently called phone number

Total Calls Total number of calls made to the phone number

Total Time Total number of minutes and seconds spent while calling the phone number

Average Time Average number of minutes and seconds spent for each call made to the phone number

For instructions on how to apply different filters to the Frequent Numbers Report, see


43

Clicking on the phone number will generate a detailed Call Log report related to this

phone number.

Opportunity Reports Opportunity reports target potential untapped revenue opportunities from specific

customers or geographic areas. The following lists all opportunity reports:

Missed Calls

Marketing Area

Ad Campaigns

Calls per Ad Network Phone Enterprise (Cisco)

Ad Campaigns - Calls Per Ad Graph: Network Phone ASP Customers

(Polycom)

Ad Campaigns: Hosted (Network Phone ASP clients only)

Missed Calls Report The Missed Calls Report shows details for any incoming call that does not connect to

the called number.

Note: This report does not display internal calls.

This report is useful for viewing detailed information about any call that comes into

your phone system and receives a busy signal, goes unanswered, or transfers into

voicemail.

To view the Missed Call Report:

From the main menu, roll your mouse over Reports, and then click Missed

Calls. The Missed Calls page displays as shown in the following example.

44

45

The following table explains each data item that displays in the Missed Calls Report:

Item Explanation

Date/Time Date and time of day the phone user placed the call.

Caller Name Name of user who placed the call.

Caller # 10-digit telephone number that the call was made from.

Called Name Name of user being called. If more than one user is associated with the phone number, a icon displays next to the name. Click the icon to display a list of all names associated with the phone number.

Called # Extension or 10-digit telephone number that the call was made to.

Called Department

Name of the department called (received the call).

Status Status of call: Busy, No Answer, or Voice Mail.

For instructions on how to apply different filters to the Missed Call Report, see


Clicking on the underlined phone number or extension will generate a detailed

Missed Calls report related to this number.

Working with Marketing Areas The Marketing Area Report breaks out calls by the origination and destination city

and state. For example, if your dealership makes 10 outgoing calls to numbers in

Dallas, Texas, and receives 15 inbound calls from numbers in Dallas Texas, the

report shows 25 total calls for the Dallas calling area. Call Intelligence groups phone

numbers into calling areas based on North American Numbering Plan Administration

data.

To view the Marketing Area Report:

From the main menu, roll your mouse over Reports, and then click Marketing

Area. The Marketing Area Report page displays as shown in the following

example. The report lists each calling area (city and state/province) and the total

number of calls made to and from the calling area.

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The following table explains each data item that displays in the Marketing Area

Report:

Chart Item Explanation

City Name of the city associated with the calling area.

State/Province Name of the state/province associated with the calling area.

Total Calls Total number of calls made to or from the phone number assigned to the calling area.

For instructions on how to apply different filters to the Marketing Area Report, see


Clicking on a listed city will generate a detailed Call Log report of related calling

area calls. Clicking on a state/province will generate a detailed Call Log report of

related calls for that state/province.

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Working with Ad Campaigns Note: To view online ad campaign reports, you must have an assigned Call Tracking

login that is associated with an ADP Call Tracking user account and enterprise user

account. If necessary, contact your dealership’s System Administrator to obtain your

Call Tracking username and password.

Call Intelligence ASP provides a call tracking solution that allows you to view online

ad campaign reports and see the effectiveness of your ad campaigns.

These reports show call activity and statistics that can help you determine the

effectiveness of your ad campaigns.

Ad Campaign Reports by Configuration Based on your configuration (phone system), Call Intelligence offers the following

Ad Campaign reports:

Network Phone Enterprise (Cisco)

Calls per Ad Network Phone Enterprise (Cisco): Accessible via the Call

Intelligence interface. Provides two reports for your dealership:

Ad Campaigns – Calls per Ad Graph: Graphical report that provides

call statistics for each ad campaign.

Ad Campaigns – Calls per Ad: Report that provides a summary of ad

campaign calls.

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Network Phone ASP (Polycom)

Ad Campaigns - Calls Per Ad Graph: Network Phone ASP Customers

(Polycom)

Network Phone ASP Only (Hosted)

Ad Campaigns: Hosted (Network Phone ASP clients only): Accessible via a

separate browser window.

The following sections explain ad campaigns for Network Phone Enterprise and

Hosted: Network Phone ASP clients, respectively.

Ad Campaigns – Calls per Ad Graph: Network Phone ASP Customers (Polycom)

The Ad Campaigns – Calls per Ad Graph report table explains the report names and

their respective descriptions for ad campaigns for Network Phone Hosted clients.

ADP Support or your system administrator must set up the Ad Campaign reports. For

setting-up ad campaigns, refer to Appendix A: Setting Up Call Recording for Call

Intelligence ASP Only.

The Ad Campaigns – Calls per Ad Graph shows monthly statistics (for the selected

timeframe) for calls generated in response to your dealership’s ad campaigns. You

can display this report as a line or bar graph. This report shows you which month(s)

generated the most calls for ad campaigns for that month, which can let you

proactively decide which months need more or fewer ad campaigns.

To view the Calls per Ad Graph:

From the main menu, roll your mouse over Reports, and then click Ad

Campaigns – Calls per Ad Graph. The Ad Campaigns – Calls per Ad Graph

page displays as shown in the following example.

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Report Name Description

Activity Reports

Call Details Provides a table with call tracking details for each ad campaign call (including missed calls).

Traffic Snapshot Provides a table that shows statistics for each ad campaign source and a summary of call traffic.

Call Journal Provides a table with call tracking details for each ad campaign call (including missed calls). Displays similar information as Call Details with columns organized differently. Also includes journal notes for each call.

Number and Feature Summary Provides a table that lists tracking number assignments and their active features.

Traffic Analysis Provides call traffic statistics and a collection of ad campaign reports for analysis. Reports include: Leads by Day of Week (bar chart), Calls by Hours (bar chart), Calls by Day of Week (bar chart), Leads by Ad Source (pie chart), and Call Details (table).

Monthly Lead Trending by Ad Source

Provides a table that shows month-by-month ad response traffic to help identify ad sources with no calls.

Call Summary by Date Provides a table that shows call routing outcomes (connected, busy, no answer, forwarded by time-of-day or overflow, and voicemail) and percentages of tracked calls that were answered.

Call Summary by Status Provides a table that shows day-to-day call status totals.

Calls By Zip Code and Ad Source Provides a table that shows call counts by postal (zip) code for each advertising source.

Calls By Date and Ad Source Provides a table that shows call counts by dates on which ad campaign sources generated calls.

Caller Names and Addresses Provides a list of caller phone numbers and their names and addresses (if available). Also includes a history for each caller.

Multiple Calls from a Single Location

Provides a table that shows call counts for all phone numbers that have called ad campaign numbers multiple times.

Executive Summary

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Report Name Description

Executive Summary – PDF Format

Provides a collection of summary reports for ad campaign analysis. Reports include:

Location Summary

Campaign Summary

Feature Summary

Call and Lead Summary

Total Call and Lead Analysis

Total Calls by Location (pie chart)

Total Leads by Location (pie chart)

Call Time Analysis (bar charts)

Leads by Ad Source (bar chart)

Charts and Graphs

Total Leads By Ad Source – Bar Chart

Provides a bar chart that shows how many leads each ad campaign source brings in.

Cost per Lead by Ad Source – Bar Chart

Provides a bar chart that shows the cost per lead (in dollars) for each ad campaign source. The Traffic Snapshot report provides the same information in a table format.

Missed Calls By Day – Bar Chart Provides a bar chart that shows on which days of the week the most missed calls occur.

Missed Calls By Hour – Bar Chart Provides a bar chart that shows during which hours of the day the most missed calls occur.

Peak Calls By Day – Bar Chart Provides a bar chart that shows the total number of calls generated by ad campaigns for each day of the week.

Peak Calls By Hour – Bar Chart Provides a bar chart that shows the total number of calls generated by ad campaigns for each hour of the day.

Average Call Duration by Ad Source – Bar Chart

Provides a bar chart that shows the average call duration (in minutes) for each ad campaign source.

Call Trending by Location – Bar Chart

Provides a bar chart that shows call trends from month to month with a different color for each site.

Lead Trending by Location – Bar Chart

Provides a bar chart that shows ad campaign trends from month to month with a different color for each site.

Calls by Zip Code – Pie Chart Provides a pie chart that shows ad campaign calls by zip code.

Calls by Area Code – Chart Provides a pie chart that shows ad campaign calls by area code.

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Ad Campaigns – Calls Per Ad: Network Phone ASP Customers (Polycom)

The following table explains the Ad Campaigns – Calls Per Ad summary report fields

for ad campaigns for Network Phone Enterprise clients. ADP Support or your system

administrator must set up the Ad Campaign reports. For setting-up ad campaigns,

refer to Appendix A: Setting Up Call Recording for Call Intelligence ASP Only.

The following table explains each data item that displays in the Ad Campaigns –

Calls Per Ad Summary:

Item Explanation

Name Lists the source of the Ad Campaign – examples include media (KHTV), and websites (Cars.com) and search engines (Google).

Voice Mail Total number of incoming calls answered by voice mail.

Voice % Total percentage of incoming calls to the ad campaign phone number that were answered by voice mail. This gives you a better idea of how many inbound calls (responding to an ad) were answered by voice mail. For example, 50 calls answered by voice mail are not bad if it’s only 5% of total inbound calls.

Missed Calls Total number of incoming calls that were missed.

Missed % Total percentage of missed calls that were generated from the ad campaign phone number. This gives you a better idea of how many inbound calls (responding to an ad) were missed. For example, 25 missed calls are not bad if it’s only 2.5% of total inbound calls.

Total Time Total number of minutes and seconds spent calling into or out from the phone number associated with the ad campaign.

Total Calls Total number of calls made to or from the phone number assigned to the ad campaign.

Average Time Average number of minutes and seconds spent for each call made or received by the number associated with the ad campaign.

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Item Explanation

Totals Toolbar (row) that displays the totals for all columns in the Employee Summary report. This helps your dealership get an overall picture of success for all the dealership’s ad campaigns.

Ad Campaigns: Hosted (Network Phone ASP clients only)

As mentioned previously, this section explains ad campaigns for Hosted: Network

Phone ASP clients and shows you how to view and configure the reports.

To view the ad campaign reports:

1. From the main menu, click Ad Campaigns. The ADP Online Reports page for

Call Tracking displays.

Note: If you are prompted to log into Call Tracking, type your Call Tracking

user name and password (case-sensitive) in the fields provided, and click

Submit.

2. From the ADP Online Reports page, click to select the report you want to view

from the Report Type dropdown list (see

3. on page 48). Detailed information about each report is available in the online

help (click User Guide under Resources in the left menu).

4. As needed, select any report filters to limit the customers/sites, call results, or ad

sources that display on the report. By default, All is selected.

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5. To limit the call duration to report, click to select a custom start and stop time or

custom time range from the Select Call Duration dropdown lists. By default, no

custom call durations are set.

6. To select a different date range for the report, click to select the range from the

dropdown list. If you selected Custom Date Range, click to select the month,

date, and year for the starting (From) and ending (To) dates. By default, the

current date is selected.

7. To limit the report to specific hours of the day or days of the week:

c. Click to select the starting (From) and ending (To) hours for the time range

from the dropdown lists. By default, All Hours is selected.

d. Click to select Weekdays only or Weekends only from the dropdown list.

By default, All is selected.

8. Click to display the selected report. The report header shows the report

type and any filter selections that you made.

From the Report pages, you can:

Print a hardcopy of the report. Click Print in the upper-right corner of the report.

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Export the report into Excel format for use in the spreadsheet application. This

option is only available for table-style reports (see Exporting Ad Campaign

Reports into Excel Format below).

Close the report and return to the ADP Online Reports page. Click or

the Close link in the upper right corner of the report.

Exporting Ad Campaign Reports into Excel Format

Note: You can only export the Ad Campaigns – Hosted (Network Phone ASP clients

only) using the following method. For the Ad Campaigns – Calls Per Ad Report, the

Call Intelligence interface provides an Excel link ( ) you click to export the

report to an Excel (.xls) spreadsheet.

You can export table-style reports into Excel format, which you can then open using

the spreadsheet application. The Excel format is useful if you want to use the report

data to perform additional calculations or to create additional reports outside of Call

Intelligence.

You can export the following activity reports into Excel format:

Call Details

Traffic Snapshot

Call Journal

Number and Feature Summary

Monthly Lead Trending by Ad Source

Call Summary by Date

Call Summary by Status

Calls By Zip Code and Ad Source

Calls By Date and Ad Source

Caller Names and Addresses

Multiple Calls from a Single Location

To export the Ad Campaigns - Hosted report to Excel format:

1. View the ad campaign report that you want to export to Excel format.

2. Click Excel in the upper-right corner of the report. A File Download dialog

prompts you to open or save the file.





save the report.


5. Click Save to save the file to the folder that you specified. You can now open,

edit, and save the file in Excel as needed.

55

Working with the Directory The Directory provides a list of all users in your enterprise with their respective

phone numbers, departments, and user IDs. This list is dynamically maintained from

the system.

To view the Directory:

1. Click Directory from the main menu. The Directory displays as shown in the

following example. Users are listed alphabetically by first name.

2. To view the next page, click . To view the last page, click .

To view the previous page, click . To view the first page, click .

To view a specific page, enter the page number in the field provided on the

navigation bar and click or .

To refresh the page, click .

Note: You can export the Directory to PDF or Excel format. For more information,

see Exporting Call Intelligence Reports to Excel Format.

Calling Co-workers If you have CTI Desktop integrated with your ADP Drive or ADP CRM application,

the Directory provides a call feature that you can use to dial the user’s phone number

or search for the number.

Note: The call feature is only active if you are logged into the ADP Drive or

ADP CRM application when you view the Directory.

If the call feature is available, a phone icon or search icon displays next to the

phone number listed in the Directory. To dial the phone number or perform a search,

click on the associated icon.

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Setting up Automatic Notifications If you have Enterprise Administration privileges and access, you can set up Call

Intelligence to send you email notifications when criteria that you set for departments

or users are reached. For example, you could set up Call Intelligence to send you a

notification email whenever the Sales Department misses an incoming call or a

specific employee exceeds a specified number of calls per hour.

To create a new email notification:

1. From the main menu, roll your mouse over Settings, and then click Notification

Configuration. A list of existing notifications display.

2. Click Create New. A Notification Properties window displays.

3. Set up the notification criteria as follows:

a. Click to select Enabled to enable the notification.

b. Type a descriptive name for the notification in the Titled field.

c. Enter the email addresses of users receiving the notification.

Tip: Separate multiple addresses with a semicolon (;).

d. Click to select Any Department (include all departments), Any User

(include all users), Specific Department (one department), or Specific User

(one user) from the When dropdown list. If you select Specific Department

or Specific User, an additional dropdown list displays; click to select the

appropriate department or user from the dropdown list.

e. Click to select Number of Calls or Number of Missed Calls from the And

dropdown list.

f. Type the number of calls that must be exceeded to trigger the notification in

the Has Exceeded field.

g. Click to select the threshold time period (An Hour, 24 Hours, 7 Days, or 30

Days) from the Within dropdown list.

h. Type one or more email addresses (separated by semi-colons) to receive the

notification in the Email field.

i. Click OK to save the new notification.

Each time the parameter is exceeded, a notification will be sent to the email

recipients.

57

Managing Call Intelligence Settings The Settings option allows you to view and manage Call Intelligence settings that

affect your use of the application. The settings that are available to you for

configuration depend on your user privileges.

To access the Call Intelligence settings, roll your mouse over Settings from the main

menu. The Settings menu displays with options based on your user privileges.

Settings Menu for Standard Users

Settings Menu for Users with Administrative Privileges

Managing User Accounts

The Enterprise Administration option allows you to access the Users –Enterprise

Administration page to view and manage your user account. From this page, you can:

View your user login information

Update your user login with a new email address or time zone

Change the password for your user login

Create or update your call tracking login

Viewing and Updating User Details

To view and/or update your user details:

1. From the main menu, roll your mouse over Settings, and then click Enterprise

Administration. A Users – Enterprise Administration page displays.

2. From the Search Type dropdown, select whether you want to search by user

name or email and then click Search. The corresponding search results display.

3. Click the row that contains your user information. The row becomes highlighted

in green and click the Edit button at the bottom of the screen.

4. From the Users page, click Edit user details. A User Details dialog displays.

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5. Update the user’s information as follows:

Note: You cannot change the user name once a user is created and saved in

Enterprise Administration.

a. Type the user’s email address in the field provided.

b. (Optional) Type a description in the field provided.

c. From the Time Zone dropdown, select the correct time zone.

d. Click the Use Daylight Savings checkbox to use Daylight Savings time for

the user’s login.

e. Click the Enabled checkbox to enable the user’s login. If this not checked,

the user cannot log in.

6. Click OK.

Changing the Login Password

To change the password for your user login:

1. From the main menu, click Settings. A list of configurable settings display.

2. Click Enterprise Administration. A Users – Enterprise Administration page

displays.




in green. Click the Edit button at the bottom of the screen.

5. From the Users page, click Reset Password. A Change Password dialog

displays, asking you to confirm that you want to reset the password.

59

6. Click Close to close the dialog.

A Reset Password email message is sent to the user, which provides the new

password and a link to the Enterprise Administration Logins page for changing

the password.

Managing the Call Tracking Login

Note: You need only set up a Call Tracking login if your dealership purchased the

Call Intelligence ASP Package, which includes the call tracking solution for ad

campaigns.

To create or update your Call Tracking login:







4. From the Users page, click Add Call Source credentials. The Call Tracking –

User Mapping dialog displays.

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5. Update the Call Tracking login as follows (see example below):

a. To change the user name, type a new User Name in the field provided.

If an email user name is used, users can use the email user names without the

@ address extension.

b. To change the password, type the new password in the Password and

Confirm Password fields.

6. Click OK to save the Call Tracking credentials.

Managing User Permissions By default, users do not have access to view call data for any groups or departments.

Users with administrative privileges can set up and maintain user permissions to

specify what groups and departments a user has access to. If your dealership

purchased the Call Intelligence ASP Package, these permissions also apply to the call

recordings that are available for playback.

Note: Users with administrative privileges are granted access to all departments and

groups. System administration privileges override any Call Intelligence user

permissions, unless the system administration privileges are removed.

Adding Permissions for a New User

To update a user’s permissions:







4. From the Users page, click Edit Permissions. The Permissions Details dialog

displays.

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5. From the Groups dropdown, select which group’s departments you want to view.

By default, All is selected.

6. Click Add to move the unassigned department to the Assigned Departments list.

Tip: Click All to select all departments or click None to remove all departments

selected.

To remove a department, click to select the department from the Assigned

Departments list, and then click Remove. The department is moved to the

Unassigned Departments: list. To remove more than one department, press the

Ctrl key as you make your selections.

7. Click Save.

Changing User Permissions

To change permissions for an existing user:


Administration. The Users – Enterprise Administration page displays.





4. From the Users page, click Edit Permissions. The Permissions Details dialog

displays.

5. As needed, click to select new permissions, or click to clear (remove) existing

permissions as needed.

6. Click Save.

Maintaining Other Users’ Saved Report Templates Users with administrative privileges can manage report templates that other users

have saved in Call Intelligence. Maintenance tasks include:

62

Updating the recipient list or schedule for sending email reports based on another

user’s template

Deleting any report template that another user has saved

Updating the Schedule for Saved Report Templates

To update the recipient list or schedule for a saved report template:

1. From the main menu, click Saved Report Templates or roll your mouse over

Settings, and then click Saved Report Templates. A list of the report templates

that other users have saved displays.

2. Click in the row for the saved report template that you want to update. The

Schedule Email Report window displays.

3. Update the email report settings as follows:

a. To change the distribution for the email report, add or delete email addresses

in the Recipients field as needed.



b. To change how often to send the email, click to select the new interval

(Daily, Weekly, or Monthly) from the Frequency dropdown list.

c. Click OK to save the changes.

Deleting Saved Report Templates

To delete a saved report template that another user created:

1. From the main menu, click or roll your mouse over Settings, and then click

Saved Report Templates. A list of the report templates that other users have

saved displays.

2. Click (Delete) in the row for the saved report template that you want to delete.

You are asked to confirm your decision.

3. Click OK to confirm that you want to delete the saved report template.

Maintaining Group Configurations Users with administrative privileges can set up user-defined groups that allow your

dealership to manage and organize department data for reporting. The groups that are

initially set up in the phone system for your enterprise typically consist of one or

more departments, which you can then group by stores, locations, functions, and so

63

on. For example, you could set up a group for all Sales departments or Newest Stores

to allow users to easily filter report data by these new groups.

Adding New Groups

To add a new group:

1. From the main menu, roll your mouse over Settings, and then click Group

Configuration. The Group Configuration page displays (see example below).

2. Click Create New. A Group Properties window displays.

3. Define the new group as follows:

a. Type a descriptive group name in the field provided.

b. Click to select Departments or Groups from the Member Type dropdown

list, depending on what type of group you are setting up.

c. To select the appropriate groups or departments (depending on the Member

Type) from the list of available choices, click the box next to the member

name.

d. Click OK to save the new group. The new entry is added to the Group

Configuration list.

Editing Groups

To edit an existing group:


Group Configuration. The Group Configuration page displays.

2. Click to highlight the group that you want to edit, and then click Edit.

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3. Edit the selected members as needed, and then click OK to save the changes.

4. NOTE: PBX Groups are defined at the network level and are not editable.

Deleting Groups

To delete an existing group:

1. From the main menu, roll your mouse over Settings, and then click Group

Configuration. The Group Configuration page displays.

2. Click to highlight the group that you need to delete, and then click Delete. You

are prompted to confirm your decision.

3. Click OK to confirm that you want to delete the group.

4. NOTE: PBX Groups are defined at the network level and are not editable.

Maintaining Notification Configurations Users with or without administrative privileges can maintain the notifications that

they set up to alert them by email when certain conditions have been met. For more

information on how to create a new email notification, see Setting up Automatic

Notifications on page 56.

Editing Notifications

To edit a notification that you set up previously:


Notification Configuration. The Notifications page displays.

2. Click to highlight the notification that you want to edit, and then click Edit.

3. Change the settings as needed. To disable the notification, click to clear Enabled.

65

4. Click OK to save the changes.

Deleting Notifications

You can delete a notification you set up; you cannot delete notifications created by

other users.

To delete a notification:

1. From the main menu, roll your mouse over Settings, and then click Notification

Configuration. The Notifications page displays.

2. Click to highlight the notification that you need to delete, and then click Delete.

You are asked to confirm your decision.

3. Click OK to confirm that you want to delete the notification.

Maintaining Department Aliases Users with administrative privileges can set up department aliases that can make

department names easier to read when users view reports or select report filters.

You may want to shorten the dealership name that displays after the department name

or place the dealership name first and the department name second. For example, you

could create a department alias for Sales (City Honda Auto Group) with the name

Sales (Honda) or Honda Sales.

Adding Department Aliases

To add a department alias:


Department Aliases. The Department Aliases page displays (see example

below).

2. Click to select the department name that you want to add an alias for, and then

click Add/Change Alias. A Department Alias Properties window displays.

3. Type the department alias in the field provided, and then click OK to save it.

The alias displays next to the department name in the list.

Changing Department Aliases

To change an existing department alias:

1. From the main menu, click or roll your mouse over Settings and then click

Department Aliases. The Department Aliases page displays.

66

2. Click to highlight the alias that you want to change and then click Add/Change

Alias.

3. Change the alias name as needed, and then click OK to save the change.

Deleting Department Aliases

To remove an existing department alias:

1. From the main menu, roll your mouse over Settings and then click Department

Aliases. The Department Aliases page displays.

2. Click to highlight the alias that you want to remove, and then click Remove

Alias. You are prompted to confirm your decision.

3. Click OK to confirm that you want to remove the alias.

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Appendix A: Setting Up Call Recording for Network Phone ASP

Note: The following instructions set up Call Recording for Call Intelligence Network

Phone ASP customers ONLY.

To enable Call Recording and Ad Campaign Tracking for ASP customers, you must:

Set up a customer account in the Call Source system

Set up ad campaigns to track call activity for

Set up phone numbers for recording incoming calls (if applicable)

Route target numbers from the Network Phone ASP system to the Call Tracking

system

Setting up the Call Tracking Customer Account To set up the new account in the Call Tracking system:

1. Log in to the Call Source website

(http://adcampaign.mynetworkphone.com/prov) using an administrative login

and click Login.

The Manage Account List page displays.

2. In the left pane under Accounts, click Add Account. The Add Account page

displays.

3. Under Account Info, enter the following information (refer to the accompanying

screenshot for reference):

a. Type the name of the entity (enterprise, group, or dealership) in the Company

Name field.

b. Type the CMF number associated with the entity in the Company ID field.

http://adcampaign.mynetworkphone.com/prov

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c. Click to select Auto from the Company Type dropdown list.

d. Leave the defaults for the remaining Account Info settings.

4. Under Main Contact, enter the following information (refer to the accompanying


a. Type the contact name for the account in the Name field.

b. Type the contact’s address, city, and zip code in the fields provided, and

click to select the state from the dropdown list.

c. Type the contact’s phone number in the field provided.

d. Type the contact’s email address in the field provided.

5. Under Billing Contact, click to select check if billing same as contact.

6. Under Support, leave the defaults (blank fields).

7. Under Customizations, type adp_reports in the Branding Key field. The field

should fill in after you enter the first or second letter.

69

8. Click Continue. An Account Features page displays.

9. Set the Account Features as follows:

70

a. For Call Review, click to select On from the dropdown list.

b. For Alternate Hubs, click to select the toll-free hub and local hub associated

with the entity from the Available Hubs list, and then click Add. The hubs

will display in the Assigned Hubs list. Ensure the toll-free hub and local hub

are both listed.

10. Click Continue. You are returned to the Manage Account List page. The new

account should be added to the list.

11. Click to select the new account, and then click Go to Provisioning at the bottom

of the page.

12. In the left pane, click Add Customer. The Add Customer page displays.

13. Under Customer Info, enter the following information (refer to the accompanying


a. Type the CMF number for the customer (site) in the Customer Code field.

b. Type the customer’s name in the Company Name field.

c. Type the phone number that tracking numbers typically forward to in the

Default Target field. This number is also the main number used to search the

system database for the customer.

14. Under Primary Contact Info, enter the following information (refer to the

accompanying screenshot for reference):

a. Type the contact name for the customer in the Name field.

b. Type the contact’s address, city, and zip code in the fields provided, and

click to select the state from the dropdown list.

c. Type the contact’s phone number and fax number in the fields provided.

d. Type the contact’s email address in the field provided.

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15. Under Billing Contact Info, click to select Same as Primary Contact from the

Method dropdown list.

16. Under Options, configure the settings as follows (refer to the accompanying


a. Click to select on from the Daily Leads dropdown list. This option allows

Daily Lead Sheet emails.

b. Type the email addresses for the recipients of the Daily Lead Sheet emails.

Enter one email address per line, without commas or semicolons.

c. Click to select on from the Auto Extend Campaigns dropdown list.

d. Click to select 12 mo from the Length of Auto Extend dropdown list.

17. Under Customer Contact Info, leave NONE selected as the Employee Name.

18. Click Save and Manage Customer List. The Manage Customer List page

displays with the new entry.

19. If necessary, repeat Steps 14 through 20 to add other customers to the account.

After you add all customers to the account, you can set up ad campaigns for each

customer.

72

Setting up Ad Campaigns To set up ad campaigns:

1. From the Manage Customer List page, click to select the customer that you want

to set up campaigns for, and click Go to Provisioning at the bottom of the page.

2. In the left pane under Campaigns, click Add Campaign.

3. Configure an ad campaign as follows (refer to the accompanying screenshot for

reference):

a. Click to select the advertising source for the campaign from the Ad Source

dropdown list.

b. Click to select the date (month, date, and year) on which the ad campaign

goes live from the Start Date dropdown lists.

c. Click to select the date (month, date, and year) on which the ad campaign

ends from the End Date dropdown lists.

d. Click to select the date (month, date, and year) on which the system should

stop playing the referral message from the Referral Date dropdown lists.

e. Leave the Campaign Name field blank to use the ad source from Step 3a, or

type in a different campaign name.

f. Type the cost of the campaign (in dollars) in the Ad Cost field.

g. Click to select Monthly or Full as the Ad Cost Basis.

h. If the dealership wants to record the calls for the ad campaign, click to select

On from the Call Review Status dropdown list.

i. Accept the other default settings.

j. Click Save and Add Routing(s).

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4. Configure an ad campaign as follows (refer to the accompanying screenshot for

reference):

5. Enter the routing information for the ad campaign as follows (refer to the

accompanying screenshot for reference):

a. Type the phone number the ad campaign rings to in the Target Number field.

b. Accept the defaults for Number Type, Area Code, and Hub.

c. Click Next to continue.

d. Click to select the time zone to use for reporting ad campaign activity from

the Reporting Time Zone dropdown list.

e. Click to select the toll-free number to assign to the ad campaign from the

Tracking Number dropdown list.

f. Click Save and Manage Campaign List. The Manage Campaign List page


6. If necessary, repeat Steps 2 through 4 to add other ad campaigns for the

customer.

7. If there is more than one customer for the account, repeat Steps 1 through 5 to set

up ad campaigns for the other customers.

Setting up Numbers for Call Recording If the dealership wants to record incoming calls to phone numbers not associated with

ad campaigns, you must set up a mock campaign using the number you want to

record. For example, to record calls to a specific Service number, set up a mock

campaign called Service and associate it with the number to be recorded.

To set up a phone number for call recording:

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From the Manage Customer List page, click to select the customer you want to set up

campaigns for, and click Go to Provisioning at the bottom of the page.

1. In the left pane under Campaigns, click Add Campaign.

2. Configure the mock ad campaign for the phone number you want to record as

follows (refer to the accompanying screenshot for reference):

a. Click to select the source name (such as Service or Sales) from the Ad

Source dropdown list.

b. Click to select the date (month, date, and year) on which the recording

should begin from the Start Date dropdown lists.

c. Click to select the date (month, date, and year) on which to end recording

from the End Date dropdown lists. To record the phone number for an

undetermined amount of time, set the date years out to prevent expiration.

d. Click to select the same date as the End Date (month, date, and year) from

the Referral Date dropdown lists.

e. Leave the Campaign Name field blank to use the source name from Step 3a,

or type in a different source name.

f. Click to select On from the Call Review Status dropdown list.

g. Accept the other default settings.

h. Click Save and Add Routing(s).

3. Enter the routing information for the mock campaign as follows (refer to the

accompanying screenshots for reference):

a. Type the phone number for which incoming calls should be recorded in the

Target Number field.

b. Accept the defaults for Number Type, Area Code, and Hub.

c. Click Next to continue.

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d. Click to select the time zone to use for reporting call activity from the

Reporting Time Zone dropdown list.

e. Click to select the phone number to be recorded from the Tracking Number

dropdown list.

f. Click Save and Manage Campaign List. The Manage Campaign List


4. If necessary, repeat Steps 2 through 4 to add other phone numbers to record

incoming calls for.

5. If there are other customers to set up phone numbers to record incoming calls for,

repeat Steps 1 through 5.

Routing Target Numbers After you complete all the setups in the Call Tracking system, contact the assigned

iPNS Engineer to route the target numbers from the Network Phone ASP system to

the Call Source platform.

Date post:	26-Jun-2020
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