CALL ACCOUNTING
Installation &
Maintenance
Manual
I&M
?

Contents
Introduction....................................................................................................................1
About Perfect Voice® Call Accounting .................................................................................................1
Dedicated vs. Integrated Versions .......................................................................................................1
Dedicated........................................................................................................................................1
Integrated with Perfect Voice ...........................................................................................................2
Minimum System Requirements..........................................................................................................2
Telephone System...........................................................................................................................2
PC...................................................................................................................................................2
Teleco's Web Page .............................................................................................................................2
Hardware and Software Installation.............................................................................3
Hardware Installation...........................................................................................................................3
1. Serial Port Connection.................................................................................................................3
2. Verifying SMDR Output ...............................................................................................................4
3. Installing the Software Security Key.............................................................................................4
Software Installation ............................................................................................................................4
Installing Perfect Voice Call Accounting on a Stand-alone PC..........................................................4
Setting up the System ...................................................................................................6
1. Entering the Local Area Code ......................................................................................................7
2. Selecting the Telephone System.................................................................................................7
3. Communication Interface .............................................................................................................8
4. Set Call Accounting Options ........................................................................................................9
5. Setup Outbound Call Screens....................................................................................................13
6. Phone System SMDR Port Checkout.........................................................................................14
7. Verify Call Collection..................................................................................................................15
8. Verify Call Reporting..................................................................................................................16
9. Configure Organizational File Settings .......................................................................................16
?
10. Create Configuration Disk ........................................................................................................17
Custom Integration......................................................................................................18
1. View SMDR Call Records ..........................................................................................................18
2. Setup SMDR Format .................................................................................................................19
3. Setup Call Types .......................................................................................................................20
Call Manager Module...................................................................................................21
System Options.................................................................................................................................22
View Processed Calls Summary ....................................................................................................22 I&M
Security Options ............................................................................................................................22
Organization Backup Disk..............................................................................................................22
Setup Call Accounting Options ......................................................................................................23
Organizational Files...........................................................................................................................27
Setting up Organizational Files..........................................................................................................27
1. Specifying Cost Centers, Locations, Departments, Divisions, and Companies ...........................27
2. Specifying Stations ....................................................................................................................29
3. Specifying Account Codes .........................................................................................................30
4. Specifying Trunks (Lines) & Trunk Groups.................................................................................30
5. Specifying Alert Numbers ..........................................................................................................31
6. Specifying DNIS Numbers .........................................................................................................31
Organizational Files Backup ..............................................................................................................32
7. Creating Configuration Disk .......................................................................................................32
Call Management ..............................................................................................................................33
Process Call Records ....................................................................................................................33
Archive Call Records .....................................................................................................................34
Delete Call Records.......................................................................................................................34

Archive, then Delete Call Records .................................................................................................34
Retrieve Archived Call Records .....................................................................................................35
Retrieve Archived Call Records from the "Auto Archived File" ........................................................35
Processing Text Files ....................................................................................................................36
Generating Reports .....................................................................................................37
Reporting Formats.............................................................................................................................38
Detailed Reports............................................................................................................................38
Summary Reports .........................................................................................................................42
Exception Reports .........................................................................................................................43
Traffic Reports...............................................................................................................................44
Running Reports................................................................................................................................45
1 - Select Reporting Filters ............................................................................................................45
2 - Select Report Date Range........................................................................................................45
3 - Select Print or Output Option....................................................................................................46
Printing Reports.................................................................................................................................46
Exporting and E-Mailing Reports .......................................................................................................47
Exporting Reports to a Disk File.....................................................................................................47
E-Mailing Reports ..........................................................................................................................47
Custom Report Macro & Scheduler ...................................................................................................48
Scheduling a Report ......................................................................................................................49
Finding a Called Number...................................................................................................................50
Show Me Wizard ...............................................................................................................................50
The Perfect Voice Call Accounting Reporting and Database Engines.............................................50
Sample Reports - Organizational.......................................................................................................51
1 - Account Codes.........................................................................................................................51
2 - Alert Numbers ..........................................................................................................................51
3 - Companies...............................................................................................................................51
4 - Cost Centers ............................................................................................................................52
5 - Departments.............................................................................................................................52
6 - Divisions...................................................................................................................................52
7 - DNIS Numbers .........................................................................................................................53
8 - Locations..................................................................................................................................53
9 - Station (Extension) Listing ........................................................................................................53
?
10 - Trunks....................................................................................................................................54
11 - Trunk Groups .........................................................................................................................54
Sample Reports - Call Management ..................................................................................................55
1 - Station Detail (Grouped by Station) ..........................................................................................55
2 - Station Detail (Ungrouped) - Sorted by Date and Time .............................................................55
3 - Longest Calls (Grouped by Station) ..........................................................................................56
4 - Longest Calls (Ungrouped) - Sorted by Date and Time ............................................................56
5 - Frequently Called Numbers (Grouped by Station).....................................................................57
6 Frequently Called Numbers .....................................................................................................57 I&M
7 Abandoned Calls .....................................................................................................................58
8 Outbound Calls by Area Code..................................................................................................58
9 Station Usage Summary ..........................................................................................................58
10 Trunk Detail ...........................................................................................................................59
11 Trunk Usage Summary ..........................................................................................................59
12 Daily Calls Analysis Summary................................................................................................60
13 Trunk Traffic Analysis I ..........................................................................................................61
14 Trunk Traffic Analysis II .........................................................................................................62
15 Trunk Traffic Analysis III ........................................................................................................62
16 Trunk Busy Summary Report.................................................................................................63
17 Summary Report by Company ...............................................................................................63
18 Summary Report by Cost Center ...........................................................................................64
19 Summary Report by Department............................................................................................64
20 Summary Report by Division..................................................................................................65
21 Summary Report by Location.................................................................................................66
22 - Station Detail (Grouped by Account Codes)............................................................................66
23 - Station Detail (Sorted by Account Codes) ...............................................................................66

24 - Account Code Summary.........................................................................................................66
25 - Station Detail With Account Codes (Grouped by Station) .......................................................66
26 - Station Detail With Account Codes (Sorted by Date and Time) ...............................................67
27 - Station Daily Summary by Hour ..............................................................................................67
28 Alert Number Station Detail....................................................................................................67
29 - Station Detail (Grouped by DNIS Numbers) ............................................................................67
30 - Station Detail (Sorted by DNIS Numbers) ...............................................................................67
31 Station Detail w/Any Digits Dialed ..........................................................................................67
32 Telemarketing Outbound Summary........................................................................................67
33 Station Detail With Ring Duration (Grouped by Station)..........................................................68
34 Station Detail With Ring Duration (Ungrouped) In Date/Time Order.....................................68
35 - Station Detail with Authorization Codes (Grouped by Station) .................................................69
36 - Station Detail with Authorization Codes (Sorted by Date and Time) ........................................69
37 Station Detail (with DID #)......................................................................................................69
38- Station Detail (with DID#) ........................................................................................................70
39 Station Detail (Grouped by Companies) .................................................................................70
40 Station Detail (Grouped by Cost Centers) ..............................................................................70
41 Station Detail (Grouped by Departments)...............................................................................70
42 Station Detail (Grouped by Divisions).....................................................................................70
43 Station Detail (Grouped by Locations)....................................................................................70
44 - Toll Fraud...............................................................................................................................71
45 - Station Detail for Attendant Handled Calls ..............................................................................71
46 Department Summaries by Company.....................................................................................71
47 Department Summaries by Division .......................................................................................71
48 Station Hourly Call Summary .................................................................................................72
49 - Stations with costing (Grouped by Station) .............................................................................72
50 - Stations with Costing (Ungrouped)..........................................................................................72
Sample Reports - Caller ID................................................................................................................73
1 - Caller ID Listing ........................................................................................................................73
2 Most Frequent Callers .............................................................................................................73
3 - Inbound Calls by Area Code (Quick View Sample)....................................................................73
4 Abandoned Calls .....................................................................................................................73
Database Utility Module ..............................................................................................74
?
Database Repairing and Compacting ................................................................................................74
Appendix A: Hyper Terminal Program......................................................................76
Appendix B: Troubleshooting ....................................................................................79
Ø
Not getting SMDR data from telephone system. ....................................................................79
Ø
Getting incorrect SMDR data from telephone system. ...........................................................79
Ø
Getting "COM port not available" message. ...........................................................................79
Ø
Perfect Voice Call Accounting setup program giving error messages.....................................80
Ø
Call Collector Daily Calls Indicator not incrementing when collecting call records...................80 I&M
Ø
Printing Problems..................................................................................................................80
Appendix C: SMDR Worksheets.................................................................................81
Incoming Call ....................................................................................................................................81
Outgoing Call ....................................................................................................................................82
Transferred Call ................................................................................................................................83
Appendix D: Area Code Pricing Module ....................................................................84
1. Initialize "Default" Rate for Toll Calls ..........................................................................................85
2. Override the Default Rate ..........................................................................................................85
3. Adding, Changing, or Removing Area Codes .............................................................................87
4. Set Local Calls ..........................................................................................................................87
Appendix E: Client Module ........................................................................................88
Add Client......................................................................................................................................88
Change Client................................................................................................................................88
Remove Client...............................................................................................................................88

Appendix F: Station Snap Shot .................................................................................89
Appendix G: Phone Directory....................................................................................90
Appendix H: Integration with Perfect Voice voice mail...........................................91
Hardware Installation.........................................................................................................................91
1. Installing the Software Security Key...........................................................................................91
2. Connect the Voice Mail System to the Telephone System .........................................................91
Software Installation ..........................................................................................................................91
1. Installing the Perfect Voice Call Accounting Software................................................................91
2. Set up the Voice Mail System for Call Accounting......................................................................93
Setting Up the System.......................................................................................................................97
1. Entering the Local Area Code ....................................................................................................97
2. Selecting the Telephone System...............................................................................................98
3. Set Call Accounting Options ......................................................................................................99
4. Setup Outbound Call Screens..................................................................................................101
5. Verify Call Reporting................................................................................................................102
6. Configure Organizational File Settings .....................................................................................102
7. Create Configuration Disk.......................................................................................................103
Transferring Call Data ..................................................................................................................... 104
Diskette File Transfers..................................................................................................................... 104
To transfer the files:.....................................................................................................................104
To receive the files: .....................................................................................................................104
Setting Up Modem Transfers........................................................................................................... 105
Remote Options .............................................................................................................................. 105
1. Set up Local Modem...............................................................................................................106
2. Set up Communications Port ..................................................................................................107
3. Select File Transfer Protocol...................................................................................................107
4. Initialize the Modem and Communications Port.......................................................................107
5. Specify the Remote Access Mode for Modem Transfers.........................................................108
6. Set up the Remote Site Directory for Modem Transfers ..........................................................109
7. Set up the Password (Request Mode Only) ............................................................................109
Respond Mode Transfers (Voice Mail Initiates Data transfer ).......................................................... 110
To transfer the files:.....................................................................................................................110
?
To receive the files: .....................................................................................................................110
To process the calls:....................................................................................................................110
Request mode (Call Accounting PC Initiates Data Transfer) ............................................................ 111
To transfer the files:.....................................................................................................................111
To receive the files: .....................................................................................................................111
To process the calls:....................................................................................................................111
I&M

?
I&M

Perfect Voice® Call Accounting 6.0
Introduction
Introduction
About Perfect Voice® Call Accounting
Perfect Voice Call Accounting is a software application that provides basic information about the
utilization of the telephone system within your organization. This Windows-based call accounting
system is a basic, but powerful and fully integrated, call management system that allows your PC to
collect telephone call data from the telephone system.
Using the Perfect Voice Call Accounting system, you can improve the overall efficiency of your
telecom infrastructure through the following:
· Identify and control telephone misuse and abuse
· Verify telephone activity
· Analyze trunk usage
· Estimate staffing requirements
· Correlate and allocate telephone expense
· Real time or manual call processing
· Collects and processes calls in the background
· Supports most telephone systems with SMDR
· Hierarchy and cost organizational abilities
· Supports account and users authorization codes
· Unlimited trunk capacity
· Unlimited station capacity
·
?
Call storage limited to hard drive capacity
· Archive call data to external files
· Supports ANI/Caller ID
· Password protection
· Import/Export data in industry standard format
· Open database connectivity ODBC
· Graphical traffic reports
I&M
Dedicated vs. Integrated Versions
Perfect Voice Call Accounting may be connected directly to the telephone system (dedicated) or
integrated with the Perfect Voice voice processing system.
Dedicated
With the dedicated version of Perfect Voice Call Accounting, the Call Accounting PC is directly
connected to the telephone system. Call record data is transferred from the telephone system to the
Call Accounting PC. The Call Accounting PC must be left on at all times with the Perfect Voice
Call Accounting software continuously processing data in the background.
Installation & Maintenance manual
1

Perfect Voice® Call Accounting 6.0
Introduction
Integrated with Perfect Voice
The integrated version was designed to work with the Perfect Voice voice processing system. The
Perfect Voice voice processing system is connected to the telephone system and collects the call
data. The data is transferred to the Call Accounting PC via diskette or modem. Since data
collection is performed by the Perfect Voice voice processing system, the Call Accounting PC may
be used for additional business activities without sacrificing performance. It is not necessary to run
the Perfect Voice Call Accounting software continuously in the background.
Minimum System Requirements
Telephone System
RS232 SMDR output port
Single SMDR data stream per call record. (1 line of data per call), of less
than 140 ASCII characters, ending with a CR/LF.
Call record must provide, as a minimum:
1. Station or Extension Number
2. Trunk Number
3. Time of Call (Start Time)
4. Call Duration Time
5. Digits dialed (Outbound Calls)
PC
· Pentium PC with:
·
?
32 Mb of RAM
· Serial port (COM port to connect host telephone system)
· CD Drive
· Hard Drive
· Mouse or Pointing Device
· LPT1 parallel port (Software Security Key)
· System Printer (w/Graphics Mode) recommended
· Cable to connect the serial port to the SMDR port of the host telephone system.*
· Commercial grade surge protector
I&M
*Check telephone system specifications for maximum length of cable. If cable run is in excess of
specifications, it may be necessary to use a short haul modem.
Teleco's Web Page
You may access our web page for important system information, trouble-shooting guides, and
general company product and service information. Our Web address is http://www.teleco.com.
Installation & Maintenance Manual
2

Perfect Voice® Call Accounting 6.0
Installation
1
Hardware and Software Installation
NOTE: If you plan to use the Perfect Voice voice mail system to collect call data, refer
to Appendix H for instructions.
Hardware Installation
1. Serial Port Connection
The PC serial (COM) port normally has either a 9-pin or 25-pin female connector. If the telephone
system SMDR port is a RS232 interface, it most likely has a 25-pin connector. If you are making
your own SMDR cable, you need a pin-out diagram for the SMDR port of the telephone system.
This can usually be found in the telephone system's installation manual. If you are using an existing
cable that was connected to a serial printer (25-pin) this will usually work when connected to the PC
serial port. However you may need to use a gender adapter (Radio Shack P/N 26-1495). If you are
connecting to a 9-pin PC serial port, you need a DB-25F to DB9F gender adapter (Radio Shack P/N
26-265).
Input pins for a standard PC serial (COM) port
?

Pin #
Name
Connects to Telephone System
2 Received Data (RD) Send Data (SD or TxD)
DB9
7 Request to Send (RTS)
Clear to Send (CTS)

Connector
5 Signal Ground (SG)
Signal Ground (SG)

4 Data Terminal Ready (DTS)
Data Set Ready (DSR)

Pin # Name
Connects to Telephone System
I&M

3 Received Data (RD)
Send Data (SD or TxD)
DB25
4 Request to Send (RTS)
Clear to Send (CTS)
Connector
7 Signal Ground (SG)
Signal Ground (SG)
20 Data Terminal Ready (DTS)
Data Set Ready (DSR)
( You should consult the telephone system installation manual for SMDR pin out
information

Installation & Maintenance Manual
3

Perfect Voice® Call Accounting 6.0
Installation
2. Verifying SMDR Output
After you have connected the SMDR cable to an available serial port on the PC, you are ready to
verify that the PC can receive SMDR data. You need to know your telephone system's SMDR
communications information to correctly receive the SMDR data. This information is:
· Baud Rate
· Number of Data Bits
· Number of Stop Bits
· Type of Parity
· If your telephone system requires "handshaking", you need to know the "flow control".
Refer to the Hyper Terminal program procedures (Appendix A) to verify that SMDR data is
correctly being received from your telephone system.
( Data is correct if you can recognize alphanumeric characters in the SMDR raw call data
stream. If data is not in alphanumeric format, check cable pin out and/or communication
settings.
· If you are receiving correct SMDR data, proceed to Step 3.
· If you cannot verify that correct SMDR is being received using either Terminal or Hyper
Terminal programs, the Perfect Voice® Call Accounting system will not operate properly.
Refer to the Troubleshooting section in the Appendix of this manual for possible causes.
3. Installing the Software Security Key
The Software Security Key (included with Perfect Voice Call Accounting) must be installed in the
LPT1 port on the Call Accounting PC. To install the key, refer to the installation instructions with
?
the key packet. You can install the software without installing the security key. However, the
program will not be able to collect call data without the key. Connect the printer to the key. The key
is completely transparent to your printer.
Software Installation
Installing Perfect Voice Call Accounting on a Stand-alone PC
I&M
Windows 95/98/NT: Run the setup program (Setup.exe) which is located in the Single User -
Dedicated folder on the CD. The Setup program prompts you for additional information as the
software is installed on your workstation. Restart the Windows® operating system after setup is
completed.
( NOTE: The single user version may be installed on a network workstation, but the single
user version cannot be networked. If you wish to view or print the reports from other
network workstations, consider upgrading to Perfect Voice Call Accounting for
Networks.
Installation & Maintenance Manual
4

Perfect Voice® Call Accounting 6.0
Installation
Upon installation, a Windows program group is created. It includes the
following modules, which are represented by icons.
Area Code Pricing allows you to build your own rate table and establish your
own pricing plan. Refer to the Appendix for more information.
Call Collector allows the Call Accounting system to collect calls from the
telephone system.
Call Manager allows you to specify how your organization's structure relates
to your telephone system (set up station IDs, account codes, etc.). It allows you
to specify call pricing, set system passwords, identify local dialing patterns,
manage the database, and backup organization files. It also provides tools to
archive, delete, archive and then delete, or retrieve call records from the database. See the Call
Manager section for more information.
Call Reports allow you to view or print various reports. See the Generating Reports section.
Client's Database is designed to register the name with outgoing numbers. Refer to the Appendix
for more information.
The Database Utility module allows you to compact and repair system databases. It also allows
you to view and reset the system log. See the Database Utility section.
The Installation module enables you to view call records, view processed calls, select your
telephone system, and set up various call accounting options. See the Telephone Integration section
for more information.
Phone Directory allows you to quickly view organizational information about a particular station.
Station Snapshot enables you to quickly view call activity for a particular station. See the
Appendix.
?
I&M
Installation & Maintenance Manual
5

Perfect Voice® Call Accounting 6.0
Setting up the System
2
Setting up the System
NOTE: If you plan to use the Perfect Voice voice mail system to collect call data, refer
to Appendix H for instructions.
After you have successfully installed the software, use the "Installation" program to integrate
Perfect Voice Call Accounting with the telephone system. To activate the "Installation" program,
double click on the "Installation" icon.
The main menu window of the Installation program has icons that you will use when selecting the
options for the following steps. Place your mouse pointer over each icon to display the icon's
function.
?
View
Call
Select
Setup
Processed
Accounting
Phone
SMDR
SMDR
Calls
Options
System
Formats
Port
I&M
View
View
Setup
Setup
Setup
Call
System
Communication
Call
Outbound Call
Exit
Records
Summary
Interface
Types
Screens
( The first time you access the Installation module, the system automatically prompts you
to enter your local area code, select the telephone system, and set up the communication
interface (steps 1-3).
Installation & Maintenance Manual
6

Perfect Voice® Call Accounting 6.0
Setting up the System
1. Entering the Local Area Code
The first time you load the "Installation" program, you are
prompted to enter your local area code. Enter your three-(3) digit
local area code in the dialog box provided and click "OK".
2. Selecting the Telephone System
Click on the "Select Phone System" icon. The
Select Phone System window is displayed. The
telephone systems supported by Perfect Voice
Call Accounting are listed in the drop down
menu. Highlight the correct telephone system
manufacturer and model and click "Accept".
This sets the default parameters for the Perfect
Voice Call Accounting software.
( If your specific telephone system is not
listed in the "Phone System" box, you
must select "Other". Follow the
instructions described in the Custom
Integration section.
?
I&M
Installation & Maintenance Manual
7

Perfect Voice® Call Accounting 6.0
Setting up the System
3. Communication Interface
Click on the "Setup Communication Interface"
icon. This displays the communication Port
Configuration window.
( These settings should be the same as the
ones you used when verifying the SMDR
data with the Windows® Terminal or
Hyper Terminal programs. (See Appendix
A.)
Using the telephone system documentation, select
the proper options and click "Accept" to record the
selection in the Call Accounting database. The Call
Collection program uses the selected options when
communicating with the telephone system SMDR serial output. When finished, click "Exit".
Settings
· COM Port: Identifies the serial Communication port on the PC that is connected to the
telephone system.
· Baud Rate: Identifies the speed at which the telephone system is sending the SMDR call
records to the PC.
· Parity: Parity is a method of checking the transmission for accuracy.
· Stop Bits: This is the number of stop bits for the transmission.
·
?
Data Bits: This is the number of data bits for the transmission.
· Handshaking: This is the flow control option for the transmission. Most telephone systems do
not use flow control.
I&M
Installation & Maintenance Manual
8

Perfect Voice® Call Accounting 6.0
Setting up the System
4. Set Call Accounting Options
To configure Call Accounting Options, click the "Setup Call Accounting Options" icon. The active
window displays 6 tabs: Costing, Local Calls, Auto Options, Application Options, Phone
System Monitor, and Toll Fraud.
Costing Option
Perfect Voice Call Accounting provides three costing options:
1. Flat Rate Costing: If you wish to price all toll calls at one flat rate, select the "Flat Rate
Costing" option, set the "Flat Rate Cost per Minute", and click "Apply".
2. Average Costing per Trunk: If you prefer to price toll or local calls on a per trunk basis,
select the "Average Costing per Trunk" option and then click the "Apply" button. To set
the pricing for trunks, refer to the "Specifying Trunks (Lines) & Trunk Groups (page 30)
in the Call Manager section.
3. Area Code Costing: If you prefer to price toll or local calls by area code and or exchange,
select the "Area Code Costing" option and then click the "Apply" button. After you have
completed the installation process, refer to the Appendix to complete the Area Code
Costing procedures.
?
Costing is calculated in
6-second increments.
To round to the nearest
minute, select "Round
up to next minute."
I&M
( Refer to the Appendix for Area Code Pricing configuration.
Installation & Maintenance Manual
9

Perfect Voice® Call Accounting 6.0
Setting up the System
Local Calls Option
To specify how Perfect Voice Call
Accounting identifies local calls, select the
"Local Calls" tab. If you wish to identify
local calls, select "Identify Local Calls"
option. If you are in a major metropolitan
area that has 10 digit local dialing access, or
7 digit local access into multiple area codes,
select the appropriate option and enter the
area code(s) that require 10 digit local
dialing, or 7 digit local access into multiple
area codes. Click "Apply" when you are
finished.
Auto Options
Click on the "Auto Options" tab to
configure the automatic database routines.
To free up disk space and increase the
reporting speed of your system, delete
processed calls outside your current
reporting period (30, 60, 90 or 120 days).
If you believe that you would like to
retrieve these call records in the future,
select the "Archive prior to Delete" option.
?
Each day at midnight, one day of call
records will be archived, appended to a
file, and then deleted from the database.
This option maintains a more manageable
database while creating an archived file
that can be retrieved later (see "Call Management" in the Call Manager section). Select the "Auto
Database compact" option and the system will automatically compact the database each day at
midnight. If this option is not selected, it's a good idea to compact the database periodically. If youI&M
do not wish to store invalid call records (call records without valid start time and/or valid call
duration), select "Delete Invalid Calls" option. (Note: Deleted calls cannot be retrieved). Perfect
Voice Call Accounting stores all "raw call data", even invalid call records, in the system's database,
which can be utilized to determine call collection problems. The "Auto Backup database" option
duplicates call record data to the path specified. Select "Create Daily Call Record Text File" to
create a text file on a daily basis. This text file contains the raw ASCII data which can then be
processed off-line by the Perfect Voice Call Accounting system (see "Call Management", page 33,
in the Call Manager section). After you have selected the options, click "Apply".
( If the system is set for auto-archive and compact, see the "Retrieve Archived Call
Records from the Auto Archived File" (page 35) in the Call Manager section.
Installation & Maintenance Manual
10

Perfect Voice® Call Accounting 6.0
Setting up the System
Application Options
Click on the "Application Options" tab,
and specify which types of calls to
process.
The "System Application" option is a
standard filter. Select "Caller ID and
Call Accounting" if you wish to process
all calls. Select "Caller ID Only" to
process just the Caller ID calls. Select
"Call Accounting Only" to process all
calls without Caller ID information. The
"Process outbound calls if any digit is
dialed" option will process misdialed
numbers or numbers that are less that 7
characters like, "911" or "411".
( If Caller ID is selected, make sure that your TELCO can send caller ID information,
confirm that Caller ID service has been ordered, and make sure that the phone system is
capable of generating Caller ID data.
The "Call Processing" option allows you to select the types of calls you would like to process. The
"Incoming and Outgoing" option processes all calls, while "Incoming Only" processes only
incoming calls and "Outgoing Only" processes only outgoing calls.
?
( Perfect Voice Call Accounting stores all "raw call data" in the system's database. This
data can be reprocessed to report both incoming and outgoing call records. See "Call
Management" in the Call Manager section for call processing procedures.
The "Valid Call Option" is included to filter out incorrectly dialed numbers, calls made with no
answer, and any other call that does not last longer than several seconds. Otherwise all calls will be
processed regardless of duration. To enable this feature select the "Drop all calls less than (fill in
the box) seconds".
I&M
When finished, click "Apply".
Installation & Maintenance Manual
11

Perfect Voice® Call Accounting 6.0
Setting up the System
Phone System Monitor
The phone system monitor will notify you if
calls are not being processed within a
specified time period, or if "911" has been
dialed. If calls are not being processed, the
database may be corrupted, the COM port
may have failed, the telephone system may
need attention, etc. Set the hours you expect
consistent calling traffic, and select the
minimum elapsed time you expect between
calls in the spaces provided. Click "Apply".
If a call has not been processed within the
elapsed period of time, an alarm will sound.
( To test the "System Monitor", see
Step 7: "Verify Call Collection".
Toll Fraud
The Toll Fraud feature will track call records
based on alert flags that you specify. A
report can be viewed and printed to identify
these calls in the Call Reports module.
International calls can be flagged in this
report, if staff shouldn't be calling overseas.
?
You can track extended length calls by
marking "Calls longer than . . ", and
specifying the desired hours and minutes. If
you want to see if staff is placing calls
outside of regular office hours, select
"Calls between the hours of . . ." and enter the appropriate times. You can even track calls to any
particular area code by marking "Calls to any of the following Area Codes . . ." and entering in the
taboo state codes.
I&M
( Be sure to click "Apply" for each tab to save changes.
Installation & Maintenance Manual
12

Perfect Voice® Call Accounting 6.0
Setting up the System
5. Setup Outbound Call Screens
Outbound Call Screens allows you to
verify the filter options used by the
system's dialed outbound number. Use the
telephone system technical documentation
to verify that the information is correct.
PIC Codes
If your telephone system uses Least Cost
Routing and the PIC code digits are
included with the dialed out number on
outbound calls, Perfect Voice Call
Accounting provides configuration for 1
primary, and 5 secondary PIC codes. To
configure the "Primary PIC Code, enter an
upper case "Y" and the PIC code in the
corresponding box.
Centrex Code
If a "9", or some other digit, is dialed to access an outside CO line, configure the "Centrex Code"
entering an upper case "Y" and the access digit code in the corresponding box, then select "Accept"
to save changes.
Check this screen carefully. Make any changes before you process call data. If
you are using options such as Centrex lines, you may need to change the default
?
settings on this screen. If you have any questions, contact Technical Support.
I&M
Installation & Maintenance Manual
13

Perfect Voice® Call Accounting 6.0
Setting up the System
6. Phone System SMDR Port Checkout
Click the "SMDR Port Checkout" icon. The Phone System SMDR Port Checkout window is
displayed.
Before starting checkout, make sure
When you click "Start Checkout", if
the "Call Collection program is shut
the COM port options are correct and
down.
the telephone system is connected to
the selected COM port, you should
see the "raw" SMDR data appear in
the "SMDR Data In" box as each
telephone call is completed. You may
have to wait a few minutes for a call
to be completed. If there is no call
activity, you may want to make a
telephone call to verify the SMDR
data.
· Stop Checkout  De-activates the
COM Port and stops accepting
data from the phone system.
· Print System Configuration -
Prints a one page summary of
Perfect Voice Call Accounting's
configuration.
· Exit Returns the program to the
Main Menu
?
I&M
Installation & Maintenance Manual
14

Perfect Voice® Call Accounting 6.0
Setting up the System
7. Verify Call Collection
Exit the "Installation" program by selecting the "Exit" icon, and double-click the "Call Collector"
icon from the Perfect Voice Call Accounting Program Group. The "Call Collector" program should
start up automatically and collect SMDR records from the telephone system. You should let the
Call Collector run until it has collected at least 10 to 15 call records.
( Place at least one outgoing and one incoming test call. Note the called numbers, you may
need to refer to these call records if the calls are not processing properly.
As calls are collected, you should see the raw call data flash across the screen, and the "Daily
Processed Calls" counter should begin to increment incoming and outgoing calls. If the "Call
Collector" program is incrementing and processing calls, proceed to Step 8 and check to see if the
system is reporting the call data properly. If the "Call Collector" is not processing calls, you may
need to tweak the SMDR formats. The default settings are subject to change as the manufacturers
upgrade their SMDR software. To tweak the SMDR formats, click on "End Data Collection". You
will receive a warning that data collection will be ended - continue by clicking "OK". Skip to the
Custom Integration section and follow the instructions for custom integration. The "Call
Collector" must be running to collect data. See the "Tip" below.
Select "Auto" to have calls
processed in real time. If "Manual"
is selected, you must process calls
See "Call Management" in the Call
through the "Call Manager"
Manager section to increase available
program. See the Call Manager
disk space.
section to manually process calls.
?
Test "Phone
System Monitor",
you should hear
an alarm. Reset
after you test. The
parameters are set
"Database Monitor"
in the "Call
will sound an alarm if
Accounting
database is not
Options".
processing calls.
I&M
Clicking one "End
Call Data
Tip: Consider
Collection" will
moving the
close "Call
Collector"
"Call
program.
Collector
program to
the "Start Up"
Program
Group.
If calls are processing the
counters will show the total
number of Incoming, Outgoing &
Transferred.
Installation & Maintenance Manual
15

Perfect Voice® Call Accounting 6.0
Setting up the System
8. Verify Call Reporting
Minimize the Call Collector program and double click on the "Call Reports" icon in the Perfect
Voice Call Accounting Program Group. Now refer to the "Generating Reports" section and follow
the procedure for viewing "Station Detail Reports" using "Call Accounting Quick View". If the call
data is formatted properly, verify "Call Accounting PrintOuts" and print "Station Detail
Ungrouped". (Call Management reports can not be viewed or printed unless your computer
has a print driver installed.) If the call records are not formatted properly in the "Call Accounting
Quick View", and/or the "Station Detail Ungrouped" the report will not print. Refer to Appendix B
for possible resolutions.
Use Call Management
"Quick View", and run
"Station Detail" report.
?
9. Configure Organizational File Settings
Before you proceed to configure "Organizational Files" found in the "Call Manager" program
settings, seek the input of your telephone system's administrator. For more information, see SectionI&M
4: Call Manager Module.
Installation & Maintenance Manual
16

Perfect Voice® Call Accounting 6.0
Setting up the System
10. Create Configuration Disk
After you have completed the Perfect Voice Call Accounting installation and the system is
functioning properly, you should create a configuration disk. This will save the system's
configurations in case you ever have to reload Perfect Voice Call Accounting. Creating a
configuration disk from the Installation module saves the telephone system configuration. Creating
the configuration disk from the Call Manager module saves the organization configuration. (See the
Call Manager section.)
1. Select the "Files"
option from the
main menu of the
"Installation"
program.

2. Highlight the "Configuration Disk"
option and select the "Create a Disk"
feature. Answer "Yes" to the
following message.
3. Insert a blank formatted diskette in the disk drive and click "OK".
4. Click on "OK", your configuration disk will be created and the following message will be
displayed:
?
Restoring from Configuration Disk
1. Select the "Files" option from the main menu of the "Installation" program.
I&M
2. Highlight the "Configuration Disk" option, then select the
"Restore from Disk" option and the following message will
appear:
3. Insert a previously created configuration disk, click "OK",
and a dialog box will display the date and time of the
settings file. Click "Yes" to restore the telephone
parameters.
4. Reboot your computer.
Installation & Maintenance Manual
17

Perfect Voice® Call Accounting 6.0
Custom Integration
3
Custom Integration
The Custom Integration feature is used only when the default telephone
parameters cannot process the SMDR data stream properly.
1. View SMDR Call Records
Double click the "Installation" program icon from the Perfect Voice Call Accounting Program
Group. Click on the "View SMDR Call Records" icon and select "All" calls, do not select day and
time. The next active window displays call records in a grid format. Each box in the grid represents
a column number. The ASCII characters as they were received by the Call Collector program are
displayed as a single stream in the box above the grid. The SMDR data stream output for your
telephone system will most likely be different for incoming and outgoing calls, and the SMDR
formats must be setup for both.
The SMDR data stream is a series
of ASCII characters, usually
ending with a CR/LF. Perfect
Voice Call Accounting can accept
one continuous stream of 140
ASCII characters ending with a
CR/LF. If your telephone system
?
SMDR outputs more than 140
characters, this version of Perfect
Voice Call Accounting may not
work with your telephone system
since it will drop any characters
over 140. (Refer to Phone System
minimum requirements in the
Installation section.) Also displayed is the date and time of each call record. You can step through
individual call records by clicking the inside arrows on "Call Records". Click the outside arrows toI&M
advance to the first and last call records respectively in the database. If you placed outgoing and
incoming test calls, you should be able to recognize the called numbers and/or extensions. Record
the position of each data field using the SMDR worksheets provided in the Appendix.
Field
Column
# Digits
ASCII characters
* Dialed Number is usually
Date
4
8
04/07/97
right justified, you should
Start Time
13
5
13:04
consult your telephone
Duration
19
8
00:00:23
system manual for the
Dialed Number*
34
12
4108953444
starting column and the
Station Number
52
4
6734
number of digits.
Trunk Number
97
3
127
( Start Time, Call Duration, Trunk and Primary Station are the minimum fields needed for
processing inbound calls.
Installation & Maintenance Manual
18

Perfect Voice® Call Accounting 6.0
Custom Integration
2. Setup SMDR Format
Click on the "Setup SMDR Formats" icon to display the "Incoming" (incoming calls), "Outgoing"
(outgoing calls), and Transferred (internal transferred calls) SMDR formats. You can switch
between the "Incoming", "Outgoing" and "Transferred" screens by clicking the "Call Type" radial
buttons in the upper right hand corner.
?
Perfect Voice Call Accounting determines where information is located in the SMDR data stream by
using the starting character position and number of characters for each field you specify. Enter the
formats from your SMDR worksheets into the appropriate format boxes. Click "Accept" before you
switch between Call Type. When you have completed both the "Incoming", "Outgoing",
"Transferred", and "Station to Station" formats, click the "Exit" button and proceed to Step 3.
I&M
Example: Perfect Voice Call Accounting needs to know the "Start Time" of each call. Referring to
the SMDR Work Sheet in Appendix C should show the "Start Time" field starts in column 8,
continues for 7 fields, and has a number 4 time format (hh:mmAM or hh:mmPM or hh:mm AM or
hh:mm PM) for Mitel SX-200 Digital PABX telephone system. Once the parameters have been set
correctly, Perfect Voice Call Accounting can process that information.
Date - Many telephone systems do not output a date with every call record. Because SMDR data is
processed when received, the program uses the computer's date.
( It is important that you verify that the computer's date and date format is set correctly.
Go to the Program Group, "Control Panel", set "Regional Settings" to be "English (US)"
and "Date" to be M/d/yy. Make sure "Date and Time Properties" are set correctly.
Installation & Maintenance Manual
19

Perfect Voice® Call Accounting 6.0
Custom Integration
3. Setup Call Types
If the SMDR from your telephone system identifies incoming and outgoing calls by an indicator(s)
in the SMDR data stream, this indicator(s) should be identified in the Call Types. The actual ASCII
character should be entered in the correct box for both incoming and outgoing calls. If your
telephone system identifies Caller ID or Abandon calls by using a single character in the SMDR
data stream, then you should enter that character in the appropriate box. Once you have entered all
the correct indicators, click on "Accept". Note the position of the call indicators in "View Call
Records", and then set the system to look for the indicator(s) in "Setup SMDR Formats". Now you
are ready to check to see if the system is collecting and processing data correctly. Exit the
"Installation" program by clicking on the "Exit" icon. Go to Step 7 in Section 2: "Setting up the
System" and proceed through Step 10.
Do not change the
settings without calling
Teleco technical
support.
?
I&M
Installation & Maintenance Manual
20

Perfect Voice® Call Accounting 6.0
Call Manager
4
Call Manager Module
To activate the Call Manager Module, double click the "Call Manager" icon. The active window is
divided into the three segments: Organizational Files, Call Management, and System Options.
To display the function of each icon, place your pointer on the icon.
· Organizational Files: How your organization's structure relates to your telephone system
(station IDs, account codes, etc).
· System Options: Specify call pricing, system passwords, local dialing pattern(s), database
management options, system monitor options, and organization files backup.
?
· Call Management: Tools to manually process/archive/delete/retrieve call records in Perfect
Voice Call Accounting's database.
( You should set up organizational files (stations, create departments, companies, cost
centers, etc.) before you process call records.
I&M
Installation & Maintenance Manual
21

Perfect Voice® Call Accounting 6.0
Call Manager
System Options
System Options has four icons: View Processed Calls Summary, Setup Call Accounting Options,
Organizational Backup Disk, and Security Options.
View Processed Calls Summary
This option has two functions, to provide you with the number of processed calls in the system, and
time that the first and last calls were placed.
Security Options
Click on the "Security Options" icon and select "Create a Password"
from the active window.
Enter your password in the dialog box, and press the <Enter>
key. Re-enter your password in the next dialog box and press
<Enter>. Your password will now only provide you access to
this module. You should write it down and store it in a safe
place. To "Change" or "Disable" your password, select the respective option and follow the same
procedure used to create a password. Only one six-character password can be created.
Organization Backup Disk
After you have configured the "Organizational Files", you should create a backup diskette. See the
next section for information on setting up organizational files.
?
I&M
Installation & Maintenance Manual
22

Perfect Voice® Call Accounting 6.0
Call Manager
Setup Call Accounting Options
You should have initially set up the Call Accounting options from the Installation Module when you
were setting up the system. If you need to modify these settings, click on the "Setup Call
Accounting Options" icon. The active window displays 6 tabs: Costing, Local Calls, Auto
Options, Application Options, Phone System Monitor, and Toll Fraud.
Costing Option
Perfect Voice Call Accounting provides three costing options:
1. Flat Rate Costing: If you wish to price all toll calls at one flat rate, select the "Flat Rate
Costing" option, set the "Flat Rate Cost per Minute", and click "Apply".
2. Average Costing per Trunk: If you prefer to price toll or local calls on a per trunk basis,
select the "Average Costing per Trunk" option and then click the "Apply" button. To set the
pricing for trunks, refer to the "Specifying Trunks (Lines) & Trunk Groups (page 30) in the
Call Manager section.
3. Area Code Costing: If you prefer to price toll or local calls by area code and or exchange,
select the "Area Code Costing" option and then click the "Apply" button. After you have
completed the installation process, refer to the Appendix to complete the Area Code Costing
procedures.
?
Costing is calculated in
6-second increments.
To round to the nearest
minute, select "Round
I&M
up to next minute."
( Refer to the Appendix for Area Code Pricing configuration.
Installation & Maintenance Manual
23

Perfect Voice® Call Accounting 6.0
Call Manager
Local Calls Option
To specify how Perfect Voice Call
Accounting identifies local calls, select the
"Local Calls" tab. If you wish to identify
local calls, select "Identify Local Calls"
option. If you are in a major metropolitan
area that has 10 digit local dialing access, or
7 digit local access into multiple area codes,
select the appropriate option and enter the
area code(s) that require 10 digit local
dialing, or 7 digit local access into multiple
area codes. Click "Apply" when you are
finished.
Auto Options
NOTE: This option is not available if you are
using the Perfect Voice voice mail system to
collect call data. Click on the "Auto Options"
tab to configure the automatic database
routines. To free up disk space and increase
the reporting speed of your system, delete
processed calls outside your current reporting
?
period (30, 60, 90 or 120 days). If you
believe that you would like to retrieve these
call records in the future, select the "Archive
prior to Delete" option. Each day at midnight,
one day of call records will be archived,
appended to a file, and then deleted from the
database. This option maintains a more manageable database while creating an archived file that
can be retrieved later (see "Call Management" in the Call Manager section). Select the "Auto
Database compact" option and the system will automatically compact the database each day atI&M
midnight. If this option is not selected, it's a good idea to compact the database periodically. If you
do not wish to store invalid call records (call records without valid start time and/or valid call
duration), select "Delete Invalid Calls" option. (Note: Deleted calls cannot be retrieved). Perfect
Voice Call Accounting stores all "raw call data", even invalid call records, in the system's database,
which can be utilized to determine call collection problems. The "Auto Backup database" option
duplicates call record data to the path specified. Select "Create Daily Call Record Text File" to
create a text file on a daily basis. This text file contains the raw ASCII data which can then be
processed off-line by the Perfect Voice Call Accounting system (see "Call Management", page 33,
in the Call Manager section). After you have selected the options, click "Apply".
( If the system is set for auto-archive and compact, see the "Retrieve Archived Call
Records from the Auto Archived File" (page 35) in the Call Manager section.
Installation & Maintenance Manual
24

Perfect Voice® Call Accounting 6.0
Call Manager
Application Options
Click on the "Application Options" tab,
and specify which types of calls to
process.
The "System Application" option is a
standard filter. Select "Caller ID and
Call Accounting" if you wish to process
all calls. Select "Caller ID Only" to
process just the Caller ID calls. Select
"Call Accounting Only" to process all
calls without Caller ID information. The
"Process outbound calls if any digit is
dialed" option will process misdialed
numbers or numbers that are less that 7
characters like, "911" or "411".
( If Caller ID is selected, make sure that your TELCO can send caller ID information,
confirm that Caller ID service has been ordered, and make sure that the phone system is
capable of generating Caller ID data.
The "Call Processing" option allows you to select the types of calls you would like to process. The
"Incoming and Outgoing" option processes all calls, while "Incoming Only" processes only
incoming calls and "Outgoing Only" processes only outgoing calls.
?
( Perfect Voice Call Accounting stores all "raw call data" in the system's database. This
data can be reprocessed to report both incoming and outgoing call records. See "Call
Management" in the Call Manager section for call processing procedures.
The "Valid Call Option" is included to filter out incorrectly dialed numbers, calls made with no
answer, and any other call that does not last longer than several seconds. Otherwise all calls will be
processed regardless of duration. To enable this feature select the "Drop all calls less than (fill inI&M
the box) seconds".
When finished, click "Apply".
Installation & Maintenance Manual
25

Perfect Voice® Call Accounting 6.0
Call Manager
Phone System Monitor
NOTE: This option is not available if you
are using the Perfect Voice voice mail
system to collect call data. The phone system
monitor will notify you if calls are not being
processed within a specified time period, or
if "911" has been dialed. If calls are not
being processed, the database may be
corrupted, the COM port may have failed,
the telephone system may need attention, etc.
Set the hours you expect consistent calling
traffic, and select the minimum elapsed time
you expect between calls in the spaces
provided. If a call has not been processed
within the elapsed period of time, an alarm
will sound.
( To test the "System Monitor", see Step 7: "Verify Call Collection".
Toll Fraud
The Toll Fraud feature will track call records
based on alert flags that you specify. A
report can be viewed and printed to identify
these calls in the Call Reports module.
?
International calls can be flagged in this
report, if staff shouldn't be calling overseas.
You can track extended length calls by
marking "Calls longer than . . ", and
specifying the desired hours and minutes. If
you want to see if staff is placing calls
outside of regular office hours, select
"Calls between the hours of . . ." and enter the appropriate times. You can even track calls to anyI&M
particular area code by marking "Calls to any of the following Area Codes . . ." and entering in the
taboo state codes.
( Be sure to click "Apply" for each tab to save your changes.
Installation & Maintenance Manual
26

Perfect Voice® Call Accounting 6.0
Call Manager
Organizational Files
Perfect Voice Call Accounting can measure telephone cost and usage by division, department, cost
center, customer account number, or specific station. Each segment of your organization is
represented by a record in the system's database. To display the function of each "Organizational
Files" icon, place your pointer over the icon.
Locations
Divisions
Account
Trunks
Alert
Codes
Numbers
Cost
Departments
Companies
Stations
DNIS
Centers
Trunk
Numbers
Groups
Setting up Organizational Files
To organize your telephone infrastructure, first acquire a copy of your company's organizational
chart. Begin with companies, then add locations, divisions, departments, and cost centers. Stations
?
should be saved for last.
( Location is used if a company has more than one building sharing the same telephone
system. An example is administrative offices and the warehouse.
1. Specifying Cost Centers, Locations, Departments, Divisions, and Companies
I&M
You may view, add, change, or remove cost centers, locations, departments, divisions, and
companies. Right-click the appropriate icon to display the available options.
Adding New Records
Clicking "Add" creates a blank record with a dialog box. Enter the record's name, and then click
"Save". Clicking "Save" creates another blank record. If you have more than one record to add,
enter the next name. If not, click "Cancel".
Additions will only be reflected on
calls collected after the additions
have been made. See "Data
Archiving/Re-processing
procedure" (page 31 )to reflect
changes in previously collected call
Installation & Maintenance Manual
27

Perfect Voice® Call Accounting 6.0
Call Manager
Changing Records
Clicking on "Change" displays a new window with a listing of available records. Highlight the
record you would like to change and click "Select". To change the name of a record, type over the
name in the dialog box. You can save your changes, or, if you would like to change more than one
record, use the directional tool at the bottom of the window. When you are finished, click "Save".
( Changes will only be reflected on calls collected after changes have been made. See data
archiving/re-processing procedure to reflect changes in previously collected call data.
To change more than
one record at a time,
use the directional tool
to navigate through the
available records. Save
changes after you have
finished.
?
Viewing Records
Clicking on "View" activates a new window with a listing of available records. Selecting the record
you would like to view activates a new window. Use the directional tool at the bottom of the window
to view additional records.
Removing Records
Clicking on "Remove" activates a new window with a listing of available records. Selecting the
record you would like to remove activates a new window. If you are certain of your decision, clickI&M
"Remove".
Warning:
removing a record
can not be undone.
Installation & Maintenance Manual
28

Perfect Voice® Call Accounting 6.0
Call Manager
2. Specifying Stations
Updating Records
Perfect Voice Call Accounting automatically updates
station numbers by scanning processed call records. This
can be extremely useful for larger organizations with
multiple stations. Click on "Update" to display a new
window. Next select a date range and the program scans the
processed call records and updates the station numbers to
the database.
Changing Station Records
Since updating station records automatically adds station numbers to the station database, use the
"Change" function to specify additional information for each station, such as First and Last Name,
Job Title, Location, Cost center, Division, Department, and Company. Click "Change" to display a
listing of available records. Select the record you would like to change to activate a new window. To
change the name of a record, type over the name in the dialog box. You can save your changes, or if
you would like to change more than one record, use the directional tool at the bottom of the window.
When you are finished, click "Save".
Changes will only be reflected on calls collected after the changes have been made. See data
archiving/re-processing procedure to reflect changes in previously collected call data.
?
Tabbing through
dialog boxes
displays a drop
down menu of
choices.
I&M
Select this option if you do
Use directional
not wish to process calls for
arrows to navigate
a particular station
through station
(i.e.: the organization's Chief
records.
Executive.)
Installation & Maintenance Manual
29

Perfect Voice® Call Accounting 6.0
Call Manager
3. Specifying Account Codes
Most phone systems are capable of generating 1 to 15
digit account codes. These codes are used to associate
calls with specific parties and must be entered at the
handset during the call. Perfect Voice Call Accounting is
capable of capturing and reporting account code data. If
your organization utilizes account codes, you must enter
each account code number and the party that the number
is associated with in the account code database. To add an
Account Code, select the "Account Code" icon. Click
"Add" and type the Account Code Number and Name in the dialog box. Click "Save" to save the
record, then enter the information for the next record or click "Cancel" if you are through. To view,
change, or remove an "Account Code" record, use the same procedure used to view, change, or
remove a station record.
4. Specifying Trunks (Lines) & Trunk Groups
Some organizations designate a specified number of trunks
(lines) for a particular department such as sales or customer
service departments. This is called a "Trunk Group". But
how many trunks does each department need? Too many
trunks are a waste of money, and too few will give
customers busy signals. Perfect Voice Call Accounting can
assist you with these decisions by analyzing the amount of
?
traffic for each trunk or trunk group. The first step is to get
with your system administrator and decide which trunks
you wish to route to each department. Give each trunk group a name, and add a new record for each
trunk group by selecting the "Trunk Groups" icon. Click the "Add" option and type the name of the
trunk group in the dialog box. Click "Save" to save the record, then enter the information for the
next record or click "Cancel" if you are through. To view, change, or remove a Trunk Group
record, use the same procedure used to view, change, or remove a station record.
Updating Trunk Records
I&M
Before you put the individual trunks into groups, you need
to "Update" trunk numbers. Perfect Voice Call
Accounting automatically updates trunk numbers by
scanning processed call records. This can be extremely
useful for larger organizations with multiple trunks.
Clicking on "Update" activates a new window. Next
select a date range and the program will scan the
processed call records and update the trunk numbers to the database. Click "OK". A new window
displays. Select the date range and the station numbers will be updated to the database.
Installation & Maintenance Manual
30

Perfect Voice® Call Accounting 6.0
Call Manager
Changing Trunk Records
After you "Update" the trunks, use the "Change"
function to specify additional information for
each trunk, such as Trunk Group, Toll Access,
and Costing. Click "Change" and select the
record you would like to change. Select the Trunk
Group from the choices available in the drop
down list. If the trunk is a "TIE Line", a line that
is dedicated between two or more remote
locations, select "Does Not Require "1" for Long
Distance". Set costing if you are pricing calls by trunks. Click "Save" to save the record, then enter
the information for the next record. Click "Cancel" if you are through.
( See "Costing Option", page 23, for pricing details.
( Changes will only be reflected on calls collected after the additions have been made. See
data archiving/reprocessing procedure to reflect changes in previously collected call data.
5. Specifying Alert Numbers
If you would like to know when a specific number is
called, add it to the "Alert Numbers" database. To find
out when and if the number was called, generate the
"Alert Number Station Detail" report. To add an Alert
?
Number, select the "Alert Numbers" icon. Click
"Add" and type Name/Description and the Alert
telephone number (include hyphens) in the dialog box.
Click "Save" to save the record, then enter the
information for the next record or click "Cancel" if
you are through. To view, change, or remove an "Alert
Number" record, use the same procedure used to view, change, or remove a station record.
I&M
( Hyphens must be included with telephone numbers when entered.
6. Specifying DNIS Numbers
Some telephone systems are capable of generating DNIS
numbers (Direct Number Identification System). These
numbers are used to identify the source of toll free (800 or
888) calls. These numbers have to be issued by a long distance
carrier and programmed into the telephone system. Select
"Add" to enter DNIS number and name. Click "Save" to save
the record, then enter the information for the next record or
click "Cancel" if you are through. To view, change, or remove
an "DNIS Number" record, use the same procedure used to view, change, or remove a station
record.
Installation & Maintenance Manual
31

Perfect Voice® Call Accounting 6.0
Call Manager
Organizational Files Backup
7. Creating Configuration Disk
After you have configured the
"Organizational Files", you
should create a backup diskette.
This saves the organizational
configuration in the event that
Perfect Voice Call Accounting
needs to be re-installed. To
create a backup diskette, click "Organizational Backup Disk" from the "System Options" and
select "Create Organization Backup Disk". If all of your organizational file settings are correct,
click "Yes" in the next active window, (above). Next insert a blank formatted diskette into your disk
drive. Your Organizational File settings are automatically saved to the diskette. Now remove the
diskette and store it in a safe place.
Restoring from Configuration Disk
To restore your organizational file settings, click on the "Organization Files Backup" icon and select
"Restore Organization Files". Insert your
backup diskette. The next active window
displays the diskette information. Verify
this is correct by clicking "Yes" and your
?
"Organizational File" settings will be
restored.
I&M
Installation & Maintenance Manual
32

Perfect Voice® Call Accounting 6.0
Call Manager
Call Management
Call Management provides the tools to archive, delete, archive and then delete, or retrieve call
records from the program's database. Display each icon's function by placing the cursor over the
icon.
Archive Call
Archive, then
ASCII Text File
Records
Delete Call
Processor
Records
Process Call
Delete Call
Retrieve Call
Records
Records
Records
Process Call Records
Click the "Process Call Records" icon and
the system asks if you want to process calls
that have not been processed. Click "Yes"
and you are prompted for a date range.
?
Select the date range and click "OK". The
program then processes the selected call
records. If you are not sure which date to
start and end with, use the first of the year and end with the current date. Use "Process Call
Records" if you have the Call Collector program processing calls in the "Manual Mode".
Data Archiving/Re-processing Procedure
If you have made "Pricing" changes, or changes to the "Organizational Files", and you would like I&M
for these changes to be reflected in call data that has already been collected and processed, you
should follow these steps:
1) Archive, then Delete the call records
2) Retrieve
3) Process the call records.
Installation & Maintenance Manual
33

Perfect Voice® Call Accounting 6.0
Call Manager
Archive Call Records
For the convenience of viewing and
reporting call data from another PC,
call data can be archived to an external
pv60
file and then retrieved by another PC
running Perfect Voice Call Accounting.
Select the "Archive" icon, select the
pv60
date range to be backed up and click
"OK". The "Save As" window
prompts you for saving information.
Name the file (use an ARC extension),
select your drive, select your directory,
and then click "OK". The file defaults to the PV60 directory on your hard drive.
( Data can only be collected by a system with the sentinel key.
Delete Call Records
If you are sure that you will no longer
need unprocessed call records in the
database, you can free up space on your
hard drive by deleting call records. Click
on the "Delete Call Record" icon. You
are asked if you want to delete call
?
records. Click "Yes" if you want to proceed. Next select a date range and click "OK".
( To realize disk savings as a result of deleting call records, compact the database. See
"Database Utility Module".
Archive, then Delete Call Records
I&M
Click the "Archive, then Delete Call Records" icon and the next active window prompts you for a
date range. Select the date range and click "OK". The "Save As" window displays. Name the file
(use an ARC extension), select your drive, select your directory, and then click "OK". The file will
default to the PV60 directory on your hard drive. You can zip this file up and move it to a diskette.
The process continues by deleting invalid and unprocessed call records. Deleting reduces the size of
the database and reduces the potential for corruption.
Installation & Maintenance Manual
34

Perfect Voice® Call Accounting 6.0
Call Manager
Retrieve Archived Call Records
Click the "Retrieve Archived Records" icon. In the "Select Archived File" window, browse to the
archived file you wish to retrieve by selecting the proper Folder, Drive, and File Type. Highlight the
file and click "OK".
A record information message prompts for a
confirmation, click "OK". Once the call record
file is retrieved, you are prompted with a
message to process the call records, click
"YES". The archived records can now be
reviewed and reports can be generated from
them.
Retrieve Archived Call Records from the "Auto Archived File"
If "Archive prior to Delete" was selected on the "Auto Options" tab, then an archived file will be
created and appended on a daily basis. The name of this archived file is PV60auto.arc; it resides in
the PV60 directory. This file is appended with one day's worth of call records with the passing of
each day. If you would like to retrieve and process call records from this file to analyze call record
data outside the "auto delete" period, click on
"Retrieve Archived Records" icon, and select the
file "PV60auto.arc" in the "Retrieve" window.
H:\PV60\PV60AUTO.ARC has 2328 call records, dated
Click "OK", and select "Select Retrieve Dates" in
?
the next active window.
Next select the date range of call records you wish to retrieve using the calendar. After you retrieve
the call records, process them and you are now ready to run reports. To enhance the performance of
your database, you should delete retrieved call records from your database after you have completed
your analysis. Or if you wish, you can copy the contents of the PV60 directory to another directory
and use the database in that directory to analyze historical call data.
I&M
IMPORTANT: To free up disk space, the "PV60auto.arc" file should be copied to an external file
and then deleted on a regular basis. This file can be "zipped" using a zip utility program, or backed
up with a tape drive.
Installation & Maintenance Manual
35

Perfect Voice® Call Accounting 6.0
Call Manager
Processing Text Files
If "Create Daily Call Record Text File" was
selected on the "Auto Options" tab, then a text
file will be created on a daily basis. The text file
will be formatted with the month day and year
followed by the ".txt" extension (08171997.txt).
To retrieve and process call records from this
text file, click on the "ASCII Text File
Processor" icon. The system then asks you if
you would like to process a text file. Click
"Yes". The next active window allows you to
retrieve the file. Highlight the file you wish to
process and click "OK".
Enter the year the text file was processed when
prompted.(Many telephone systems do not
provide a complete date record. Some may
only provide the month and day. Reports will
be accurate by specifying which year the text
file was processed.) Click "OK".
The next window displays the processed record count. The
difference between "Records #" and "Processed #" can be
attributed to call record headers generated by the telephone
?
system.
Creating a daily text file allows you to process the data from this file on another computer running
Perfect Voice Call Accounting. This means that one office may analyze the data collected from the
telephone system at another office.
I&M
( To accurately process the data from a text file collected at another site, you must set the
system to recognize the telephone system and area code from the site where the data was
collected. See the "Create a Configuration Disk" section.
Installation & Maintenance Manual
36

Perfect Voice® Call Accounting 6.0
Generating Reports
5
Generating Reports
Click on the "Call Reports" icon from the Program Group.
Caller ID
Call
Custom
Quick
Management
Reports
View
Quick View
Organization
Caller ID
Call Management
Show Me
Reports
Print Outs
Print Outs
Wizard
Organization Reports
This icon enables you to print out the configuration for Stations, Trunks, Account Codes, etc. Click on the
"Organization Reports" icon and the active window displays the various reports with a short description.
?
To run a report, select the report you would like to generate and click the "Run Report" button.
Caller ID Quick View*
This icon enables you to view Caller ID reports on the screen. Click on the "Caller ID Quick View" icon
and the active window displays the various reports with a short description. To run a report, select the
report you would like to generate and click the "Run Report" button.
Caller ID Print Outs*
I&M
This icon enables you to print Caller ID reports. Click on the "Caller ID Print Outs" icon and the active
window displays the various reports with a short description. To run a report, select the report you would
like to generate and click the "Run Report" button.
Caller Management Quick View
This icon enables you to view some of the Call Management reports on the screen. Click on the "Call
Management Quick View" icon and the active window displays the various reports with a short description.
To run a report, select the report you would like to generate and click the "Run Report" button.
Installation & Maintenance Manual
37

Perfect Voice® Call Accounting 6.0
Generating Reports
Call Management Print Outs
This icon enables you to print Call Management Reports. Click on the "Call Management Print Outs" icon
and the active window displays the various reports with a short description. To run a report, select the
report you would like to generate and click the "Run Report" button.
Custom Reports
See the Custom Report Macro & Scheduler section.
Show Me Wizard
This icon enables you to set filters that can be useful in identifying call misuse or abuse. These reports can
only be viewed.
* Check with your manufacturer about telephone system's capabilities to generate Caller ID data.
Reporting Formats
Both the Caller ID and Call Management are available in the following formats: Detailed Reports,
Summary Reports, Exception Reports, and Traffic Reports.
Detailed Reports
Depending on the SMDR data generated by your phone system, Perfect Voice Call Accounting will
report call details to include:
Call Record Details
?
Outbound Calls
Inbound Calls
Time and Date the call was placed
Time and Date the call was received
Call Duration
Call Duration
Station that originated the call
The Station that received the call
The Station the call was transferred to
The Station the call was transferred to
The Trunk the call was routed through
The Trunk the call was routed through
The Called Number
The Calling Party's Number1
The Name of the Called Party
The Calling Party's Name1
I&M
The City and State called
The Calling Party's City and State1
The Cost of the call
DNIS Numbers3
Account Code2
1. Check with your interconnect company to see whether your telephone system is capable of
generating Caller ID information. Also, check with your TELCO to see if Caller ID service is
provided.
2. Refer to the Specifying Account Codes section and check with your interconnect company to
see whether your telephone system is capable of generating Account Codes.
3. Refer to the Specifying DNIS Numbers section and check with your interconnect company to
see whether your telephone system is capable of generating DNIS Numbers.
Installation & Maintenance Manual
38

Perfect Voice® Call Accounting 6.0
Generating Reports
Call Management Detailed Reports
Report Name
Report Description
1 - Station Detail (Grouped by Station)
Lists detailed call information per station. Each
station is printed on a separate page. The report
includes the primary, secondary, and/or transferred
station number(s), the date, time, trunk line, duration
and cost of each call. It also indicates whether the call
was incoming (I), transferred (T), or outgoing (O), the
Caller Name for incoming calls, if known; Caller ID
(incoming calls) or Number Called (outgoing calls),
and the city and state of each call. It also provides the
total number of calls, minutes, and cost as well as the
average length and cost of each call.
See Sample Reports.
2 - Station Detail (Ungrouped)
Lists the same information as Report 1 - Station
Detail (Grouped by Station), except the calls are
sorted by date and time.
See Sample Reports.
8 - Outbound Calls by Area Code
Lists the outbound calls sorted by area code, date and
time. It provides the station number that placed the
call, trunk number, date, time, called number, and city
and state of the call.
See Sample Reports.
10 - Trunk Detail
Provides Station detail, grouped by trunk. It includes
the total calls, minutes and cost for each trunk and the
?
average length and cost of calls. (See Call
Management Report 1 - for details on the information
provided.)
See Sample Reports.
22 - Station Detail (Grouped by Prints detailed call information per station, grouped by
Account Codes)
Account Codes. Note: This report requires Accounts
Codes in the Perfect Voice Call Accounting
database.
I&M
23 - Station Detail (Sorted by Account Reports all call records sorted by account codes,
Codes)
including account codes not entered into the "Account
Code" database.
25 - Station Detail With Account Codes Prints detailed call information including Account
(Grouped by Station)
codes per station, with each station printed on a
separate page.
26 - Station Detail With Account Codes Prints detailed call information including Account
(Sorted by Date and Time)
codes per station, sorted by Date and Time of call for
selected reporting period.
28 Alert Number Station Detail
Prints detailed call information for those stations with
Alert Numbers
29 - Station Detail (Grouped by DNIS Prints detailed call information per station, grouped by
Numbers)
DNIS numbers.
Installation & Maintenance Manual
39

Perfect Voice® Call Accounting 6.0
Generating Reports
Call Management Detailed Reports
Report Name
Report Description
30 - Station Detail (Sorted by DNIS Reports all DNIS # generated by the phone system
Numbers)
including numbers not entered into the "DNIS #"
database.
31 - Station Detail With Any Digits Provides detail call information per station, sorted by
Dialed
the outbound digits dialed. In addition to the outbound
digits dialed, it provides the primary, secondary,
and/or transferred station(s), the date, time, trunk line,
and duration of the call. It also includes the total
number of calls, minutes, and cost.
See Sample Reports.
33 - Station Detail with Ring Duration This report provides the detailed call information
(Grouped by Station)
(explained in Report 1 - Station Detail (Grouped by
Stations) ) but includes the ring duration on incoming
calls, grouped by station. Each station is printed on a
separate page with the total number of calls, total
minutes, average call length, total cost, and average
cost per call.
*Not available with every phone system
See Sample Reports.
34 - Station Detail with Ring Duration
Prints detailed call information including Ring
(Sorted by Date and Time)
Duration on incoming calls, sorted by Date and Time
of call for selected reporting period.
*Not available with every phone system.
?
See Sample Reports.
35 - Station Detail with Authorization Prints detailed call information including
Codes (Grouped by Station)
Authorization Codes on outgoing calls, grouped by
station, sorted by Date and Time.
*Not available with every phone system.
36 - Station Detail with Authorization Prints detailed call information including
Codes (Sorted by Date and Time)
Authorization Codes on outgoing calls, sorted by Date
and Time. *Not available with every phone system
I&M
37 - Station Detail with DID (Grouped This report provides detailed call information
by Station)
including DID (Direct Inward Dialing) Numbers,
grouped by station. Each station is printed on a
separate page with the total number of calls, total
minutes, average call length, total cost, and average
cost per call.
See Sample Reports.
38 - Station Detail with DID (Sorted by This report provides detailed call information
Date and Time)
including DID (Direct Inward Dialing) Numbers,
sorted by date and time. Each station is printed on a
separate page with the total number of calls, total
minutes, average call length, total cost, and average
cost per call.
See Sample Reports.
Installation & Maintenance Manual
40

Perfect Voice® Call Accounting 6.0
Generating Reports
Call Management Detailed Reports
Report Name
Report Description
39 - 43 - Station Detail (Grouped by These reports print detailed call information about all
Companies, Cost Centers, call records for a selected Company, Cost Center,
Departments, Divisions, and Locations) Division, Department, or Location. Sub-totals include
local calls, long distant calls, total number of calls,
total number of minutes, and the cost total.
See Sample Reports.
44 - Toll Fraud
This report provides detailed records of all calls
meeting the designated Toll Fraud criteria. Calls are
sorted by date and time.
45 - Station Detail for Attendant Mitel Only - Provides detailed records of all calls
Handled Calls
handled by attendants.
49 - Stations with costing (Grouped by Provides detailed call information for all stations
Station)
which have calls with costing, grouped by station
50 - Stations with Costing (Ungrouped) Provides detailed call information for all stations
which have calls with costing, sorted by Date and
Time for selected reporting period
Caller ID Detailed Reports
?
Report Name
Report Description
1 - Caller ID Listing
Report formats call records by Date & Time.
3 - Inbound Calls by Area Code
Report groups inbound calls by area code.
See Sample Reports.
I&M
Installation & Maintenance Manual
41

Perfect Voice® Call Accounting 6.0
Generating Reports
Summary Reports
Call Summary Reports summarizes call record information by station, departments, divisions, cost
centers, locations, and company. These reports are available only in "Call Management Print Outs"
and can be generated for any specified period of time.
Call Management Summary Reports
Report Name
Report Description
9 - Station Usage Summary
Report summarizes outgoing, incoming, and
transferred call records for all Stations. Sub-totals
include local calls, long distant calls, total number
of calls, total number of minutes, and the cost total.
11 - Trunk Usage Summary
Report summarizes outgoing, incoming, and
transferred call records for all Trunks. Sub-totals
include local calls, long distant calls, total number
of calls, total number of minutes, and the cost total.
12 - Daily Calls Analysis Summary
Report summarizes call counts by day of the week
and time of time.
17 - 21 - Summary Reports by Company, These reports summarizes outgoing, incoming, and
Cost Center, Division, Department, and transferred call records for a selected Company,
Locations
Cost Center, Division, Department, or Location.
Sub-totals include local calls, long distant calls,
total number of calls, total number of minutes, and
the cost total.
24 - Account Code Summary
Prints Account Code Usage Summary, for all
?
outgoing calls with an account code, shows total
time for each account code.
27 - Station Daily Summary by Hour
Report summarizes the number of outgoing and
incoming call records by hours.
32 Telemarketing Outbound Summary
Prints a summary of outbound calls with call
duration intervals.
46 - Department Summaries by Company Provides the total number of calls, total minutes,
average minutes, total cost, and the average cost for I&M
each department in the selected Company.
See Sample Reports.
47 - Department Summaries by Division
Provides the total number of calls, total minutes,
average minutes, total cost, and the average cost for
each department in the selected Division.
See Sample Reports.
48 - Station Hourly Call Summary
Provides the number of incoming, outgoing,
transferred, and total calls per hour for the selected
station (or all stations) and time period.
See Sample Reports.
Installation & Maintenance Manual
42

Perfect Voice® Call Accounting 6.0
Generating Reports
Exception Reports
Exception Reports can be used to spot telephone misuse and abuse.
Call Management Exception Reports
Report Name
Report Description
3 - Longest Calls (Grouped by Station)
Lists the longest calls in descending order by length,
sorted by station with each Station printed to a
separate page(s). The report also provides the call
duration, cost, date, time, trunk number, number
called, and the city and state of each call.
See Sample Reports.
4 - Longest Calls (Ungrouped)
Lists the longest calls in descending order by length.
The report also provides the call duration, cost,
date, time, trunk number, number called, and the
city and state of each call.
See Sample Reports.
5 - Frequently Called Numbers (Grouped Lists the most frequently called numbers, sorted by
by Station)
station. Each station is printed to a separate page.
Information includes the number called, number of
calls to that number, and the city and state of the
call.
See Sample Reports.
6 - Frequently Called Numbers Lists the sixty most frequently called numbers. It
(Ungrouped)
includes the phone number, number of calls made to
?
that number, and the city and state associated with
the call.
See Sample Reports.
7 Abandoned Calls
Print detailed call information for abandoned calls,
with each station printed on a separate page. (Not
provided by every phone system.)
28 - Alert Number Station Detail
Report call details for called Alert Numbers.
I&M
Caller ID Exception Reports
Report Name
Report Description
2 - Most Frequent Callers
Lists the 60 most frequent callers. It includes the
telephone number, Caller Name, if known, number
of calls, city and state.
See Sample Reports.
4 Abandoned Calls
A Listing of all Inbound calls processed by the
Caller ID Application that were abandoned. Calls
are sorted by Date & Time.
Installation & Maintenance Manual
43

Perfect Voice® Call Accounting 6.0
Generating Reports
Traffic Reports
Traffic Reports are designed to provide trunk or trunk group usage and busy reports. This
information can be valuable in determining the proper trunk configuration.
Caller ID Traffic Reports
Report Name
Report Description
13 - Trunk Traffic Analysis I
This report provides Trunk or Trunk Group usage
in 6-minute increments.
See Sample Reports.
14 - Trunk Traffic Analysis II
This report provides graphical representation of
Trunk or Trunk Group usage in 6-minute
increments.
See Sample Reports.
15 - Trunk Traffic Analysis III
Shows the time(s) the Trunk(s) or Trunk Groups are
actually busy in increments of one minute.
See Sample Reports.
16 - Trunk(s) Busy Summary Report
Report summarizes busy times over a specified date
range.
See Sample Reports.
?
I&M
Installation & Maintenance Manual
44

Perfect Voice® Call Accounting 6.0
Generating Reports
Running Reports
NOTE: A print driver must be installed to print reports or display them on the screen.
To run a report, select the report and click "Run Report". Then follow the steps below:
1 - Select Reporting Filters
Most of the Detailed Reports have the following filters: Station Option, Call Option, or Call Type.
To select a filter, select the appropriate radio buttons, and click "OK". If you have selected a
"Station Option" other than "All Stations", the next active window prompts you to select from a list
of more specific settings. Highlight the category that applies, and click "Select".
?
2 - Select Report Date Range
The calls will be sorted within the reporting period chosen in this window. To select a reporting
period for one day, select the same day for both the "Starting Date" and "Ending Date".
I&M
Installation & Maintenance Manual
45

Perfect Voice® Call Accounting 6.0
Generating Reports
3 - Select Print or Output Option
To print a report, e-mail a report, or print a report to a file, click on the appropriate icon from the
top of the report window.
Use directional arrows to
Print
Export Report to File
scroll through the report
Report
or E-mail the Report
Printing Reports
Select the printer icon to print the generated report. The Print window allows you to specify the
print range, number of copies, an whether to collate copies. Select your options and then click
"OK".
?
I&M
Installation & Maintenance Manual
46

Perfect Voice® Call Accounting 6.0
Generating Reports
Exporting and E-Mailing Reports
Select the envelope icon to export the report in a specified format. You may specify the
destination as a Disk File or Microsoft Mail (MAPI). Specify the required information and click
"OK".
Export reports in popular spreadsheet and
word processing formats.
E-Mail the reports with Microsoft Mail.
Exporting Reports to a Disk File
Select "Disk File" as the Destination to
save the file. Select the directory and drive,
rename the file, if desired, and click "OK".
?
E-Mailing Reports
Select "Microsoft Mail (MAPI)" to e-mail the
file. Click Address to select the recipient(s).
Fill in the necessary information and click
Send. The Microsoft Mail (MAPI)
application must be active to e-mail the report.
I&M
Installation & Maintenance Manual
47

Perfect Voice® Call Accounting 6.0
Generating Reports
Custom Report Macro & Scheduler
Use the "Custom Reports" icon
to run, add, change, remove, or
schedule a custom report. To
add a report, select the
"Custom Report" icon and then
"Add". Click on "Select
Report". Now select the report
that you wish to run in the next
active window.
Select the filter option(s) and
click "OK".
The next active window includes a dialog box.
Enter the name of your report (ex: Longest
Calls Sales) and then click "Save".
To run a Custom Report, click on the
"Custom Reports" icon, and then "Run". The
new active window provides a listing of
custom reports, select the report and then
select the date range.
?
( Only use alphanumeric characters for
Custom Report names.
I&M
Installation & Maintenance Manual
48

Perfect Voice® Call Accounting 6.0
Generating Reports
Scheduling a Report
To schedule a Custom
Report, click on the
"Custom Reports" icon, and
then "Scheduler". The new
active window provides a
listing of the custom reports
you have generated. Select
the report you want to run
routinely. The next active
window provides you with
the schedule options. Select
the options, and click
"Save".
A red "Scheduler Active" sign appears in the lower right corner of the Report
window as a reminder. The Scheduler is turned off in the same manner it is
activated.
( To be able to run a scheduled report, the Perfect Voice Call Accounting report program
must be active.
?
I&M
Installation & Maintenance Manual
49

Perfect Voice® Call Accounting 6.0
Generating Reports
Finding a Called Number
To find how many times a specific number has been called, click on the "Call Management Print
Outs" icon. Select the "Station Detail (Ungrouped) report. In the "Select Report Options" window,
select "All Stations", "Outgoing Only", and either "Local Calls", Long Distance Calls", or
"International Calls". Select and enter the "Area Code", "Exchange", and/or the "Number", then
click "OK". Choose the reporting period in which you want to search, and click "OK". This will
create a report with the specified parameters.
Show Me Wizard
To quickly view information that may identify possible
call misuse or abuse, select any of the options listed in
?
the "Show Me Wizard". After selecting the desired
reporting filter, select the date range, and run the report.
Report information can only be viewed.
I&M
The Perfect Voice Call Accounting Reporting and Database Engines
The system's database engine, Access 2.0, supports open database connectivity, ODBC. Custom
applications can be developed in conjunction with other ODBC programs such as, Oracle, SQL
Server, dBase and FoxPro. To create "Ad Hoc" reports, purchase the system's reporting engine,
Crystal Report Writer. This software application can be purchased through most software vendors.
Installation & Maintenance Manual
50

Perfect Voice® Call Accounting 6.0
Generating Reports
Sample Reports - Organizational
1 - Account Codes
2 - Alert Numbers
?
3 - Companies
I&M
Installation & Maintenance Manual
51

Perfect Voice® Call Accounting 6.0
Generating Reports
4 - Cost Centers
5 - Departments
?
6 - Divisions
I&M
Installation & Maintenance Manual
52

Perfect Voice® Call Accounting 6.0
Generating Reports
7 - DNIS Numbers
8 - Locations
?
9 - Station (Extension) Listing
I&M
Installation & Maintenance Manual
53

Perfect Voice® Call Accounting 6.0
Generating Reports
10 - Trunks
11 - Trunk Groups
?
I&M
Installation & Maintenance Manual
54

Perfect Voice® Call Accounting 6.0
Generating Reports
Sample Reports - Call Management
1 - Station Detail (Grouped by Station)
· Lists detailed call information per station. Each station is printed on a separate page. The
report includes the primary, secondary, and/or transferred station number(s), the date, time,
trunk line, duration and cost of each call. It also indicates whether the call was incoming (I),
transferred (T), or outgoing (O), the Caller Name for incoming calls, if known; Caller ID
(incoming calls) or Number Called (outgoing calls), and the city and state of each call. It also
provides the total number of calls, minutes, and cost as well as the average length and cost of
each call.
?
2 - Station Detail (Ungrouped) - Sorted by Date and Time
· Lists detailed call information per station, sorted by date and time. This report provides the
same information as Call Management Report 1 - Station Detail (Grouped by Station).
I&M
Installation & Maintenance Manual
55

Perfect Voice® Call Accounting 6.0
Generating Reports
3 - Longest Calls (Grouped by Station)
· Lists the longest calls in descending order by length, sorted by station. The report also
provides the call duration, cost, date, time, trunk number, number called, and the city
and state of each call.
4 - Longest Calls (Ungrouped) - Sorted by Date and Time
· Lists the longest calls in descending order by length. The report also provides the call
duration, cost, date, time, trunk number, number called, and the city and state of each
call.
?
I&M
Installation & Maintenance Manual
56

Perfect Voice® Call Accounting 6.0
Generating Reports
5 - Frequently Called Numbers (Grouped by Station)
· Lists the most frequently called numbers, sorted by station. Each station is printed to
a separate page. Information includes the number called, number of calls to that
number, and the city and state of the call.
?
6 Frequently Called Numbers
· This report lists the sixty most frequently called numbers. It includes the phone
number, number of calls made to that number, and the city and state associated with
the call.
I&M
Installation & Maintenance Manual
57

Perfect Voice® Call Accounting 6.0
Generating Reports
7 Abandoned Calls
· Print detailed call information for abandoned calls, with each station printed on a
separate page. (Not provided by every phone system.)
8 Outbound Calls by Area Code
· This report lists the outbound calls sorted by area code, date and time. It provides the
station number that placed the call, trunk number, date, time, called number, and city
and state of the call.
?
9 Station Usage Summary
· Report summarizes incoming, transferred, and outgoing call records for all Stations.
Outgoing calls are sub-divided into the number of local calls, long distance calls, and
other outgoing calls. Totals include the total number of calls, total number of minutes,
and the cost total.
I&M
Installation & Maintenance Manual
58

Perfect Voice® Call Accounting 6.0
Generating Reports
10 Trunk Detail
· The Trunk Detail reports provides Station detail, grouped by trunk. It includes the
total calls, minutes and cost for each trunk and the average length and cost of calls.
(See Call Management Report 1 - for details on the information provided.)
?
11 Trunk Usage Summary
· Report summarizes outgoing, incoming, and transferred call records for all Trunks.
Sub-totals include local calls, long distance calls, total number of calls, total number of
minutes, and the cost total.
I&M
Installation & Maintenance Manual
59

Perfect Voice® Call Accounting 6.0
Generating Reports
12 Daily Calls Analysis Summary
· Report summarizes the number of incoming, outgoing and total calls for each day of
the week. It provides the average and percentage of calls. It also provides a
breakdown by time of day.
?
I&M
Installation & Maintenance Manual
60

Perfect Voice® Call Accounting 6.0
Generating Reports
13 Trunk Traffic Analysis I
· This report provides Trunk or Trunk Group usage in 6-minute increments. The
analysis may be run for all trunks, a single trunk, or a single trunk group.
?
I&M
Installation & Maintenance Manual
61

Perfect Voice® Call Accounting 6.0
Generating Reports
14 Trunk Traffic Analysis II
· This report provides a graphical representation of Trunk or Trunk Group usage in 6-
minute increments.
?
15 Trunk Traffic Analysis III
· This is an exception report that shows the time(s) the Trunk(s) or Trunk Groups are
actually busy in increments of one minute.
I&M
Installation & Maintenance Manual
62

Perfect Voice® Call Accounting 6.0
Generating Reports
16 Trunk Busy Summary Report
· This is an exception report that shows the total busy time for each day of the reporting
period.
17 Summary Report by Company
· This report provides station usage summary for a selected Company or all Companies.
It summarizes the total number of incoming calls, transferred calls, and outgoing calls
(local, long distance, and other), as well as the total calls, minutes and the cost for
each station, and each Company. If you choose to run the report for all Companies,
the report goes directly to the printer.
?
I&M
Installation & Maintenance Manual
63

Perfect Voice® Call Accounting 6.0
Generating Reports
18 Summary Report by Cost Center
· This report provides station usage summary for a selected Cost Center or all Cost
Centers. It summarizes the total number of incoming calls, transferred calls, and
outgoing calls (local, long distance, and other), as well as the total calls, minutes and
the cost for each station, and each Cost Center. If you choose to run the report for all
Cost Centers, the report goes directly to the printer.
19 Summary Report by Department
· This report provides station usage summary for a selected Department or all
Departments. It summarizes the total number of incoming calls, transferred calls, and
?
outgoing calls (local, long distance, and other), as well as the total calls, minutes and
the cost for each station, and each Department. If you choose to run the report for all
Departments, the report goes directly to the printer.
I&M
Installation & Maintenance Manual
64

Perfect Voice® Call Accounting 6.0
Generating Reports
20 Summary Report by Division
· This report provides station usage summary for a selected Division or all Divisions. It
summarizes the total number of incoming calls, transferred calls, and outgoing calls
(local, long distance, and other), as well as the total calls, minutes and the cost for
each station, and each Division. If you choose to run the report for all Divisions, the
report goes directly to the printer.
?
I&M
Installation & Maintenance Manual
65

Perfect Voice® Call Accounting 6.0
Generating Reports
21 Summary Report by Location
· This report provides station usage summary for a selected Location or all Locations.
It summarizes the total number of incoming calls, transferred calls, and outgoing calls
(local, long distance, and other), as well as the total calls, minutes and the cost for
each station, and each location. If you choose to run the report for all Locations, the
report goes directly to the printer.
?
22 - Station Detail (Grouped by Account Codes)
· Prints detailed call information per station, grouped by Account Codes. Note: This
report requires Accounts Codes in the Perfect Voice Call Accounting database.
I&M
23 - Station Detail (Sorted by Account Codes)
· Reports all call records sorted by account codes, including account codes not entered
into the "Account Code" database.
24 - Account Code Summary
· Prints Account Code Usage Summary, for all outgoing calls with an account code,
shows total time for each account code.
25 - Station Detail With Account Codes (Grouped by Station)
· Prints detailed call information including Account codes per station, with each station
printed on a separate page.
Installation & Maintenance Manual
66

Perfect Voice® Call Accounting 6.0
Generating Reports
26 - Station Detail With Account Codes (Sorted by Date and Time)
· Prints detailed call information including Account codes per station, sorted by Date
and Time of call for selected reporting period.
27 - Station Daily Summary by Hour
· Report summarizes the number of outgoing and incoming call records by hours.
28 Alert Number Station Detail
· Prints detailed call information for those stations with Alert Numbers
29 - Station Detail (Grouped by DNIS Numbers)
· Prints detailed call information per station, grouped by DNIS numbers.
30 - Station Detail (Sorted by DNIS Numbers)
· Reports all DNIS # generated by the phone system including numbers not entered into
the "DNIS #" database.
31 Station Detail w/Any Digits Dialed
· This report provides detail call information per station, sorted by the outbound digits
dialed. In addition to the outbound digits dialed, it provides the primary (P), secondary
(S), and/or transferred (T) station(s), the date, time, trunk line, and duration of the
call. It also includes the total number of calls, minutes, and cost.
?
I&M
32 Telemarketing Outbound Summary
· Prints a summary of outbound calls with call duration intervals.
Installation & Maintenance Manual
67

Perfect Voice® Call Accounting 6.0
Generating Reports
33 Station Detail With Ring Duration (Grouped by Station)
· This report provides the detailed call information (explained in Report 1 - Station
Detail (Grouped by Stations) ) but includes the ring duration on incoming calls,
grouped by station. Each station is printed on a separate page with the total number
of calls, total minutes, average call length, total cost, and average cost per call.
34 Station Detail With Ring Duration (Ungrouped) In Date/Time Order
?
· This report provides detailed call information including ring duration on incoming
calls, sorted by date and time. (See Report 33 for more details on the information
provided.)
I&M
Installation & Maintenance Manual
68

Perfect Voice® Call Accounting 6.0
Generating Reports
35 - Station Detail with Authorization Codes (Grouped by Station)
· Prints detailed call information including Authorization Codes on outgoing calls, grouped by
station, sorted by Date and Time. *Not available with every phone system.
36 - Station Detail with Authorization Codes (Sorted by Date and Time)
· Prints detailed call information including Authorization Codes on outgoing calls,
sorted by Date and Time. *Not available with every phone system
37 Station Detail (with DID #)
· This report provides detailed call information including DID (Direct Inward Dialing)
Numbers, grouped by station. Each station is printed on a separate page with the total
number of calls, total minutes, average call length, total cost, and average cost per call.
?
I&M
Installation & Maintenance Manual
69

Perfect Voice® Call Accounting 6.0
Generating Reports
38- Station Detail (with DID#)
· This report provides detailed call information including DID (Direct Inward Dialing)
Numbers, sorted by date and time. Each station is printed on a separate page with the
total number of calls, total minutes, average call length, total cost, and average cost
per call.
39 Station Detail (Grouped by Companies)
40 Station Detail (Grouped by Cost Centers)
41 Station Detail (Grouped by Departments)
?
42 Station Detail (Grouped by Divisions)
43 Station Detail (Grouped by Locations)
· These reports provide detailed call information for a select Company, Cost Center,
Division, Department, or Location, grouped by station. The total number of calls,
minutes, and cost for each station is included.
I&M
Installation & Maintenance Manual
70

Perfect Voice® Call Accounting 6.0
Generating Reports
44 - Toll Fraud
· This report provides detailed records of all calls meeting the designated Toll Fraud
criteria. Calls are sorted by date and time.
45 - Station Detail for Attendant Handled Calls
· Mitel Only - Provides detailed records of all calls handled by attendants.
46 Department Summaries by Company
· This report provides the total number of calls, total minutes, average minutes, total
cost, and the average cost for each department in the selected Company.
?
47 Department Summaries by Division
· This report provides the total number of calls, total minutes, average minutes, total
cost, and the average cost for each department in the selected Division.
I&M
Installation & Maintenance Manual
71

Perfect Voice® Call Accounting 6.0
Generating Reports
48 Station Hourly Call Summary
· This report provides the number of incoming, outgoing, transferred, and total calls per
hour for the selected station (or all stations) and time period.
?
I&M
49 - Stations with costing (Grouped by Station)
· Provides detailed call information for all stations which have calls with costing,
grouped by station.
50 - Stations with Costing (Ungrouped)
· Provides detailed call information for all stations which have calls with costing, sorted
by Date and Time for selected reporting period
Installation & Maintenance Manual
72

Perfect Voice® Call Accounting 6.0
Generating Reports
Sample Reports - Caller ID
1 - Caller ID Listing
· Report formats call records by Date & Time.
2 Most Frequent Callers
· This report provides the 60 most frequent callers. It includes the telephone number,
Caller Name, if known, number of calls, city and state.
3 - Inbound Calls by Area Code (Quick View Sample)
· This report lists the inbound calls sorted by area code. It includes the date, time,
?
stations, trunk, duration, Caller ID, name, and city and state of the call.
I&M
4 Abandoned Calls
· A Listing of all Inbound calls processed by the Caller ID Application that were
abandoned. Calls are sorted by Date & Time.
Installation & Maintenance Manual
73

Perfect Voice® Call Accounting 6.0
Database Utility
6
Database Utility Module
To activate the Database Utility Module, double click on the "Database Utility" icon. The active
windows are divided into three segments: Application Database, NANP Database and Client
Database. Placing your pointer over each icon displays its function.
Compact
Compact
Compact
Reset
Application
NANP
Client
System Log
Database
Database
Database
Repair
Repair
Repair
View
Exit
Application
NANP
Client
System
Database
Database
Database
Database
Log
Utility
?
Database Repairing and Compacting
For various reasons, including unexpected power surges or a "brownouts", the system's database
may become corrupted. If the database is corrupted, the system will not be capable of collecting call
data. If your system is corrupted, follow these procedures:
1. Halt the "Call Collector" program by clicking "End Data Collection".
2. Click on the "Hammer" icon for the database you wish to repair. In most cases this will be the
"Application" database. A confirmation message appears. Click "Repair Database".
I&M
Installation & Maintenance Manual
74

Perfect Voice® Call Accounting 6.0
Database Utility
3. When the repair is
complete, a message
reminds you to compact the
database, click "OK".
4. Any time the database is repaired, you must
compact it. Click the "wrench" icon for the
database you just repaired. When the confirmation
message appears, click "Compact Database".
A completion message follows. Click "OK" to
close the utility.
( To minimize data collection and printing problems, compact the application database
often. Check available disk space hard drive to make sure there is enough room to create
back up file. Compacting creates a backup of the system's database.
?
I&M
Installation & Maintenance Manual
75

Perfect Voice® Call Accounting 6.0
Appendix
A
Appendix A: Hyper Terminal Program
Prior to installing your Call Accounting software, the
Windows95® Hyper Terminal program is an excellent diagnostic
tool to verify data flow between your telephone system and the
PC. The Hyper Terminal program icon is usually located in the
"Accessories Group" under "Programs". Click on the
"Hypertrm" icon and follow these instructions to verify your
telephone system SMDR to PC interface.
Step 1 Naming the Test session
Enter the Name as "SMDR Test", and then click "OK".
This will create a new icon in the window.
Step 2 Selecting correct serial port
?
Select the "Direct to COM" port that is connected to
the telephone system and click "OK".
I&M
Installation & Maintenance Manual
76

Perfect Voice® Call Accounting 6.0
Appendix
Step 3 Specify communications Parameters
Select the options appropriate for your telephone system,
and then click the "OK".
Use
To
Bits per Second
Specify the transfer rate of your
telephone system. Some
telephone systems can transmit
at more than one baud rate, so
check your telephone system
manual and select one that both
systems can handle.
Data Bits
Specify the number of data bits
in the data packets sent from
the telephone system.
Parity
Specify the parity type. If you selected 8 data bits in the previous option,
select "None" here.
Stop Bits
Specify the time that elapses between transmitted characters.
Flow Control
Indicate what Terminal should do if the buffer becomes too full to receive
more data from the telephone system. Select "None" if the telephone
system uses no overflow method. Select "XON/XOFF" if you do not
know the correct flow-control method.
?
I&M
Installation & Maintenance Manual
77

Perfect Voice® Call Accounting 6.0
Appendix
If you have selected the proper options, you should see the SMDR data appear in the Hyper
Terminal window (below) at the completion of each call. Some telephone systems will buffer calls
when the PC is off-line, so you might see a lot of SMDR data being sent to the Terminal window. If
no data characters appear in the Terminal window, then some sort of problem exists. You should
check the SMDR output port and the SMDR to PC cable pin outs.
Perfect Voice Call Accounting will not function until the correct data is being received from
the telephone system.
SMDR data should appear in this window. Data
should be recognizable alpha and numeric
characters. If Data is not recognizable, check
cable connection, cable pin-out, or
communication settings.
?
Step 4 - Creating a SMDR Text File
If you have problems setting up your SMDR formats or getting Perfect Voice Call Accounting toI&M
decode your telephone system data properly, we suggest you create a SMDR text file.
Creating New Text Files for SMDR call records.
1. From the Transfers menu, choose "Capture Text".
2. Select the Path and File Name to be used when saving the text.
3. Click "OK".
We suggest you create the SMDR text file on your hard drive. After collecting a sufficient number
of SMDR call records you can copy the SMDR text file to a diskette. Teleco has a procedure to
read the SMDR text file and process the call data with our telephone system simulator.
Installation & Maintenance Manual
78

Perfect Voice® Call Accounting 6.0
Appendix
B
Appendix B: Troubleshooting
This section will aid you in resolving problems you may encounter when installing or running the
Perfect Voice Call Accounting system. The following is a list the most frequently reported
problems:
Ø Not getting SMDR data from telephone system.
Possible Causes:
· Phone System not sending SMDR data.
· Incorrect PC COM port selected.
· SMDR cable or connections bad.
· PC COM port failure.
Solution:
Use the Windows® Terminal or Hyper Terminal program to verify SMDR data collection from
telephone system. Verify your telephone system's communication settings. Try additional COM
ports. Check the SMDR cable and connectors.
( Please do not call tech support until you have verified SMDR data collection using
Windows® Terminal or Hyper Terminal program.
?
Ø Getting incorrect SMDR data from telephone system.
Possible Causes:
· Communications port options (Baud Rate, Data Bits, and/or Parity) not set correctly.
Solution:
Use the Windows® Terminal or Hyper Terminal program to verify SMDR data from telephone
system. Verify your telephone system's communication settings.
I&M
Ø Getting "COM port not available" message.
Possible Causes:
· Another Device using the selected COM port (Mouse?)
· Incorrect PC COM port selected.
· PC doesn't have selected COM port
Solution:
Try additional COM ports. Add a new COM port to the computer. Use the Windows® Terminal or
Hyper Terminal program to verify SMDR data collection from telephone system.
Installation & Maintenance Manual
79

Perfect Voice® Call Accounting 6.0
Appendix
Ø Perfect Voice Call Accounting setup program giving error messages.
Possible Causes:
· Windows® has loaded other programs, which are using needed routines.
Solution:
Check the "win.ini" file in the \Windows directory to see if the "load" or "run" option has been
setup to load or run other programs. Also check the "Start Up" program group for other programs
which might be starting up automatically when Windows starts.
Ø Call Collector Daily Calls Indicator not incrementing when collecting call
records.
Possible Causes:
· Call Processing option is in manual mode.
· Perfect Voice Call Accounting unable to find valid call record.
The Daily Calls indicators (Incoming and Outgoing) will only increment on processed
calls. If the call processor finds an "invalid" call record (call record with invalid start
time, extension, call duration, or trunk) it will not process the call.
· Call Collector has encountered a Disk or Database error.
· The telephone switch is sending alpha characters for trunks and stations (i.e. Line 002)
Solution:
Failure to process a call record is usually caused by an incorrect SMDR format. To see invalid call
records, make sure that "Delete Invalid Calls" is not selected in "Auto Options". If there is a Disk
?
or Database error, using the Database Utility program you should repair and compact the
application database. The telephone switch needs to be set to send and receive a SMDR data
stream with no alpha characters for trunks or switches (Refer to telephone manual for specific
information).
Ø Printing Problems
Possible Causes:
I&M
· Print driver is not installed for default printer.
· Incorrect COM or LPT port selected for printer.
Solution:
Verify that the correct print driver is installed for the selected printer. For invalid COM port, try
selecting an alternative COM port to send and receive information.
Installation & Maintenance Manual
80

Perfect Voice® Call Accounting 6.0
Appendix
C
Appendix C: SMDR Worksheets
Incoming Call
Start # Digits
Format #
Call Type
_____ ______
Date
_____ ______
_______
Start Time
_____ ______
_______
Stop Time
_____ ______
_______
Call Duration
_____ ______
_______
Ring Duration
_____ ______
_______
Number In
_____ ______
Trunk
_____ ______
Primary Station
_____ ______
?
Secondary Station
_____ ______
Transferred Station
_____ ______
Caller ID
_____ ______
Caller Name
_____ ______
DNIS Call Flag
_____ ______
Abandon Call Flag
_____ ______
I&M
Caller ID Flag
_____ ______
Not Used
__0__ __0___
Account Code
_____ ______
Installation & Maintenance Manual
81

Perfect Voice® Call Accounting 6.0
Appendix
Outgoing Call
Start # Digits
Format #
Call Type
_____ ______
Date
_____ ______
_______
Start Time
_____ ______
_______
Stop Time
_____ ______
_______
Call Duration
_____ ______
_______
Not Used
__0__ ___0__
___0___
Dialed Number Out
_____ ______
Trunk
_____ ______
Primary Station
_____ ______
Secondary Station
_____ ______
Transferred Station
_____ ______
Not Used
__0__ __0___
Not Used
__0__ __0___
?
Not Used
__0__ __0___
Not Used
__0__ __0___
Not Used
__0__ __0___
Call Cost
_____ ______
Account Code
_____ ______
I&M
Installation & Maintenance Manual
82

Perfect Voice® Call Accounting 6.0
Appendix
Transferred Call
Start # Digits
Format #
Call Type
_____ ______
Date
_____ ______
_______
Start Time
_____ ______
_______
Stop Time
_____ ______
_______
Call Duration
_____ ______
_______
Ring Duration
_____ ______
_______
Number In
_____ ______
Trunk
_____ ______
Primary Station
_____ ______
Secondary Station
_____ ______
Transferred Station
_____ ______
Caller ID
_____ ______
Caller Name
_____ ______
DNIS Call Flag
_____ ______
?
Abandon Call Flag
_____ ______
Caller ID Flag
_____ ______
Not Used
__0__ __0___
Account Code
_____ ______
I&M
Installation & Maintenance Manual
83

Perfect Voice® Call Accounting 6.0
Appendix
D
Appendix D: Area Code Pricing Module
Add
Remove
Initialize
Change
Area
Area
Rate per
Pricing
Codes
Code
Minute
View Area
Change
Initialize Flat
View
Codes
Area Code
Rate per Call
Pricing
Perfect Voice Call Accounting was not designed to emulate the pricing schemes of the various
TELCO and Long Distant Carriers. We designed the "Area Code Pricing" module so that each user
could build their own rate table that would closely follow their pricing plan. The "Area Code
Pricing" module can be configured to cost toll and local calls at one flat per minute rate and/or one
?
flat per call rate for each area code, and/or exchange. Before you get started, read 1 through 3
below.
1. Determine rate(s) charged for toll calls. Most Long Distance Carriers charge one flat per minute
rate for all domestic toll calls. In some cases, calls placed within your state, or calls placed
within your LADA (Local Area Dialing Access), are charged a different flat per minute rate. *
2. Determine rate(s) charged for local calls. If your TELCO charges you for local calls, it may be
a flat per minute and/or a flat rate per call. Note which exchanges are considered local calls.
3. Determine rates charged for International calls. If you place international calls, the rate you willI&M
incur will be determined by the country you are calling. Note all of the countries you call and
note the flat rate per minute.
Once you have the pricing structure for toll, local, and if applicable, international calls, you're ready
to configure the "Area Code Pricing" module. Follow these steps:
Installation & Maintenance Manual
84

Perfect Voice® Call Accounting 6.0
Appendix
1. Initialize "Default" Rate for Toll Calls
Select the "Area Code Pricing" icon. This
loads the module utility. The next active
window asks you if you wish to configure
the area code pricing module, click "Yes".
The program then prompts you to enter
your "per minute" default rate. This rate
should be the most prevailing rate you pay
for long distance calls.
* If you would like to circumvent intrastate or inter LADA calls, talk to your interconnect
company about "least cost routing".
2. Override the Default Rate
If you have a different pricing structure for
intrastate and/or intra LADA calls, go to "Pricing"
in the settings menu and select "Initialize" and
"Rate per minute". This displays an options
window.
· All Area Codes  Enter a standard rate for all
long distance calls made.
· Specific Area Code(s) -Select this option and enter the area
code(s) in the dialog box and click "Add to List". Click
?
"OK" when you have finished. Now enter your rate in the
next active window. Click "OK" and the system initializes
the rate for the area code(s).
I&M
Installation & Maintenance Manual
85

Perfect Voice® Call Accounting 6.0
Appendix
· Specific Exchanges within an Area Code - If your TELCO
does not charge for Local calls, go to "Pricing" in the
settings menu and select "Initialize" and "Rate per minute".
This displays the options window. Select the "Specific
Exchanges within an Area Code" option and enter your area
code in the next window, then click "OK". This initializes
the Specific Exchange window. Enter the local exchanges(s)
(those exchanges used to place local calls) in the dialog box
and click "Add to List". Click "OK" when all the applicable
exchanges have been entered. Now enter "0" for your rate
in the next active window. Click "OK" and the system
initializes the "0" for the per minute rate for local calls.
If your TELCO does charge for Local calls, follow the above steps, until you get to the Initialize
Specific Exchanges window (above). Enter the local exchanges(s) for which you are charged in your
area code. After clicking "OK", you are prompted to enter the "Rate per minute" in the next active
window. Click "OK" and the system initializes the per minute rate for local calls.
( If your TELCO charges a certain rate for the first minute, and a different rate for each
minute thereafter, use a combination of the "Flat rate per call" and the "Flat rate per
minute"
·
?
Specific State(s) When you select this option
you are prompted to add by-state rates. Select
the state(s) and click "Add to List". Click
"OK" when you have finished. Now enter your
rate in the next active window to apply to the
selected state(s). Click "OK" and the system
initializes the rate for these state(s). You can
set up relative pricing tables for different states
by repeating these steps for different groups.
I&M
· All International - Select this option and enter
your rate in the next active window. Click
"OK" and the system initializes the rate for
international calls.
Installation & Maintenance Manual
86

Perfect Voice® Call Accounting 6.0
Appendix
3. Adding, Changing, or Removing Area Codes
As more area codes and exchanges are added to the
"North American Numbering Plan" (NANP), you can
either order a "NANP" update, or make the changes
within the "Area Code Pricing" module. To make
changes, go to "Files" in the settings menu and select
"Area Code". To "Add", "Change", or "Remove" an area
code and/or exchange, follow the steps below.
1.
Add - Select "Add" and enter the requested information in the fields provided.
2.
Change - Select "Change" and enter the area code and exchange in the dialog box
provided with no spaces. Enter the changes in the fields in the next active window and then click
"Save". You can edit other area codes here by using the provided arrows.
3.
Remove - Select "Remove", enter the area code and exchange in the dialog box with no
spaces. Click "Remove" in the next active window. To verify the deletion, click "Yes".
4. Set Local Calls
Perfect Voice Call Accounting automatically classifies all
7-digits calls placed within your local area code as local
calls. Also, you can configure the system to classify 10-
digit calls as local calls, (see section on Application
?
Options). If you wish to classify some 11-digit calls, calls
preceded by a 1 and an area code, as local calls, list the
exchange(s) within the area code(s). From the settings
menu select "Set Local Calls", next select "Specific
Exchanges within an Area Code", and then enter the area
code. In the next window enter the exchanges by typing
the exchange and clicking "Add to List". When you've
finished, click "Save". To reset these exchanges back to
toll calls, follow the same procedures, except select
I&M
"Reset Local Calls" from the settings menu.
You do not have to set exchanges within your area code as local calls, providing those exchanges
can be accessed without dialing the area code.
Installation & Maintenance Manual
87

Perfect Voice® Call Accounting 6.0
Appendix
E
Appendix E: Client Module
The Perfect Voice Call Accounting "Client
Module" is designed to register the name
with outgoing numbers. To configure the
"Client Module", click on the "Client
Module" icon. The main menu offers several
options. To add, change or remove a client,
follow the procedures below.
Add
Remove
View
Change
Add Client
Select "Add Client" and enter the appropriate
information in the dialog boxes provided. The Account
Code # and address information is used for the "Print
Listing" option only. Click "Save" and enter the
information for the next client record. Click "Cancel"
when you are through.
?
Change Client
Select "Change Client", and select the specific client
from the list shown. Make the appropriate changes in
the dialog boxes in (same as Add screen), making sure not to enter spaces for the phone number. To
add more than one number for a client, enter the number in the dialog box and click "Add". To
remove a number, highlight the respective number from the list and click "Remove." Click "Save"
to update changes, click "Close" to complete.
I&M
Remove Client
Select "Remove Client", highlight the client you want to remove from the database, and click
"Select." Click "Remove" in the next screen to delete the client information.
Installation & Maintenance Manual
88

Perfect Voice® Call Accounting 6.0
Appendix
F
Appendix F: Station Snap Shot
The Perfect Voice Call Accounting "Station Snap Shot" is designed to quickly report detail and
summary call data for a specified station on a specified date.
?
To get a snapshot of a station, click on the " Station Snap Shot " icon. To select a station, firstI&M
highlight the date in the calendar (the default selection is the current date), then click the appropriate
station numbers on the screen number pad followed by clicking the # sign. Click on the "Incoming",
"Transferred", or "Outgoing" display boxes to view respective call details. To clear the station
number, click on the * key. The Station Snap Shot can be updated by clicking on the # sign.
Installation & Maintenance Manual
89

Perfect Voice® Call Accounting 6.0
Appendix
G
Appendix G: Phone Directory
The "Phone Directory" module allows you to quickly "look up" a person's extension number. Enter
the first few letters of the last name you are searching for. Highlight the correct name and press
[Enter] or double-click to view the extension and department, company, location, division, and cost
center (if entered) for that person.
?
I&M
Installation & Maintenance Manual
90

Perfect Voice® Call Accounting 6.0
Appendix
H
Appendix H: Integration with Perfect
Voice voice mail
If you are NOT using the Perfect Voice voice mail system to collect call data,
disregard this Appendix.
Hardware Installation
1. Installing the Software Security Key
The Software Security Key (included with Perfect Voice Call Accounting) must be installed in the
LPT1 port on the Call Accounting PC. To install the key, refer to the installation instructions with
the key packet. You can install the software without installing the security key. However, the
program will not be able to collect call data without the key. Connect the printer to the key. The key
is completely transparent to your printer.
2. Connect the Voice Mail System to the Telephone System
Find the SMDR port on the telephone system. The SMDR telephone port setup is covered in detail
?
in UST phone system manual. Insert the RJ-11 jack end of the supplied cable into that port. Plug
the DB-9 end of the supplied cable into the appropriate serial port on the Perfect Voice system.
Software Installation
1. Install the Perfect Voice Call Accounting software.
2. Set up the Perfect Voice voice mail system to integrate with Perfect Voice Call Accounting.
(Perfect Voice Release 4.2 or higher software is required on the voice mail system.)
I&M
· Determine which COM port to use.
· Select and edit the COM port.
· Set up automatic deletion of old call data.
· Set up the data transfer method on the voice mail system (diskette, voice mail initiated, call
accounting initiated).
1. Installing the Perfect Voice Call Accounting Software
Windows 95/98/NT: Run the setup program (Setup.exe) which is located in the Single User --
Integrated with Perfect Voice folder on the CD. The Setup program prompts you for additional
information as the software is installed on your workstation. Restart your Windows® operating
system after setup is completed.
Installation & Maintenance Manual
91

Perfect Voice® Call Accounting 6.0
Appendix
( NOTE: The single user version may be installed on a network workstation, but the single
user version cannot be networked. If you wish to view or print the reports from other
network workstations, consider upgrading to Perfect Voice Call Accounting for
Networks.
Upon installation, a Windows program group is created. It includes the following modules, which
are represented by icons.
Area Code Pricing allows you to build your own rate table and establish
your own pricing plan. Refer to the Appendix for more information.
Call Manager allows you to specify how your organization's structure relates
to your telephone system (set up station IDs, account codes, etc.). It allows
you to specify call pricing, set system passwords, identify local dialing
patterns, manage the database, and backup organization files. It also provides
tools to archive, delete, archive and then delete, or retrieve call records from
the database. See the Call Manager section for more information.
Call Reports allow you to view or print various reports. See the Generating
Reports section.
Client's Database is designed to register the name with outgoing numbers.
Refer to the Appendix for more information.
The Database Utility module allows you to compact and repair system databases. It also allows
you to view and reset the system log. See the Database Utility section.
The Installation module enables you to view call records, view processed calls, select your
telephone system, and set up various call accounting options.
?
Phone Directory allows you to quickly view organizational information about a particular station.
Remote allows you to transfer call data over a modem. Refer to the Transferring Call Data section.
Station Snapshot enables you to quickly view call activity for a particular station. See the
Appendix.
I&M
Installation & Maintenance Manual
92

Perfect Voice® Call Accounting 6.0
Appendix
2. Set up the Voice Mail System for Call Accounting
Determine which COM port to use.
You need to identify which COM ports are active on the PC (it is common to have physical
hardware for the COM ports but not have the COM ports enabled on the motherboard). On the
Perfect Voice voice mail system, go to Serial Services and press F10 to identify which COM ports
are enabled.
· Log in to SCREENS on the Perfect Voice voice mail system.
· Select System
· Select Serial Services
· Press F10 to see the COM port signals. The below "pop-up" screen appears:
In the above example, the highlighted COM ports 1 and 2 are active. COM1 is active at 2400 baud
and COM2 is active at 1200 baud. COM3 and COM4 are disabled. This does not mean that the
COM port does not exist but if it does exist, it is disabled. If you need to use a disabled COM port,
you will need to enable it on the motherboard.
Select and edit the COM port
Select the first available COM port or "Link". By default, Link A is COM 1, Link B is COM 2,
etc. Edit the Enabled Usage field to SMDR Only.
?
I&M
Save the changes. Remember the System ID Number Perfect Voice will prompt you for it
again later. In the example above, if you chose Link B (COM port 2), the System ID Number is 01
(For LINK A it is 00; LINK C, 02; and LINK D, 03). After you save the changes, use F5 to Load
the new changes. If the TSR Not in Memory error appears, then reboot the system for the changes
to take effect.
( If you have enabled a Link for SMDR collection, rebooted and the TSR is still not loaded
in memory, verify that the hardware key is enabled for SMDR data collection.
Installation & Maintenance Manual
93

Perfect Voice® Call Accounting 6.0
Appendix
( Every time you make a COM port change (change the settings or move), you may need to
do a hard reboot of the system. (Shut the system down turn it off and then turn it back
on.)
Set up Automatic Deletion of Old Call Data
· Log in to SCREENS on the Perfect Voice voice mail system.
· Select UTILITIES
· Select TASK MANAGER
· Go to Task 880 Start Call Accounting data delete task, SysId XX
· Execute the task to start the automatic deletion of old call data at 2:00 AM in the morning.
· Perfect Voice prompts you to enter the System ID number from the step above.
Remember that it is a 2 digit number (00, 01, 02, or 03)
( Start deletion of old call data for all types of data transfer; otherwise the disk will fill up
with call data. After 15 days, Perfect Voice deletes call data that has been copied to
floppy diskette or transferred via modem. After 30 days, Perfect Voice automatically
deletes call data that has not been copied or transferred.
?
I&M
Installation & Maintenance Manual
94

Perfect Voice® Call Accounting 6.0
Appendix
Set up Call Accounting Transfer Method on the Voice Mail System
There are three ways to transfer call record data from the Perfect Voice system to the Call
Accounting PC. (See the Introduction section for more information.) Select one of these methods
and set up your Perfect Voice voice mail system:
· By floppy diskette
· By Perfect Voice voice mail initiated modem
· By Call Accounting initiated modem
Diskette File Transfers
To set up the Perfect Voice Task Manager to transfer SMDR call record files to diskette(s):
· Log in to SCREENS on the Perfect Voice voice mail system.
· Select UTILITIES
· Select TASK MANAGER
· Go to Task 870 Start Call Accounting data to floppy, SysId XX
· Execute the task to transfer files to diskette. Perfect Voice prompts you to enter the System
ID number. Remember that it is a 2 digit number (00, 01, 02, or 03)
Voice Mail initiated transfer
To set up Perfect Voice to transfer SMDR call record files to the Call Accounting PC on a daily
basis:
· Log in to SCREENS on the Perfect Voice voice mail system.
· Select UTILITIES
· Select TASK MANAGER
·
?
Go to Task 860 Start Call Accounting data send by modem, SysId XX,
EXT
· Execute the task to set up Perfect Voice to transfer the data at 1:00 AM every morning to
the Call Accounting PC. When you execute the task, Perfect Voice prompts you to enter
the System ID number and extension number of the Call Accounting PC's modem. Enter
the System ID number, a space, and then the modem number. Example: If your System
ID number is 01 and modem extension is 123, you enter: 01 123
I&M
( Perfect Voice allows you to enter a telephone number with up to a seven digits.
Installation & Maintenance Manual
95

Perfect Voice® Call Accounting 6.0
Appendix
Call Accounting initiated transfer
To set up Perfect Voice to transfer SMDR call record files upon request from the Call Accounting
PC:
· Log in to SCREENS on the Perfect Voice voice mail system.
· Select UTILITIES
· Select REMOTE ACCESS
· Edit the Command to type line: Verify that the correct System ID Number from the serial
port setup step above is entered. The default value is 01.
Example: C:\SMDR\COLLECT.BAT 01
The Call Accounting software will execute this command when it dials into the system remotely.
?
( You may change the Access Password. Be sure that it matches the password specified on
the Call Accounting PC (See "Set Up the Password", page 109 in the Transferring Call
Data section.)
I&M
Installation & Maintenance Manual
96

Perfect Voice® Call Accounting 6.0
Appendix
Setting Up the System
After you have successfully installed the software, double click the "Installation" icon.
The main menu window of the Installation program has icons that you will use when selecting the
options for the following steps. Place your mouse pointer over each icon to display the icon's
function. Do not use the "Setup Communications Interface" and "SMDR Port Checkout" options.
They are only used for call accounting system that are not integrated with the voice mail system.
View
Call
Setup
Setup
Processed
Accounting
Call
Outbound
Calls
Options
Types
Call Screens
View
View
Select
Setup SMDR
Call
System
Phone
Formats
Exit
Records
Summary
System
?
( The first time you access the Installation module, the system automatically prompts you to
enter your local area code, select the telephone system, and set up the communication
interface (steps 1-3).
I&M
1. Entering the Local Area Code
The first time you load the "Installation" program, you are
prompted to enter your local area code. Enter your three-(3) digit
local area code in the dialog box provided and click "OK".
Installation & Maintenance Manual
97

Perfect Voice® Call Accounting 6.0
Appendix
2. Selecting the Telephone System
Click on the "Select Phone System" icon. The
Select Phone System window is displayed. The
telephone systems supported by Perfect Voice Call
Accounting are listed in the drop down menu.
Highlight the correct telephone system
manufacturer and model and click "Accept". This
sets the default parameters for the Perfect Voice
Call Accounting software.
( If your specific telephone system is not listed in the "Phone System" box, you must select
"Other". Follow the instructions described in the Custom Integration section.
?
I&M
Installation & Maintenance Manual
98

Perfect Voice® Call Accounting 6.0
Appendix
3. Set Call Accounting Options
To configure Call Accounting Options, click the "Setup Call Accounting Options" icon. The active
window displays 4 tabs: Costing, Local Calls, Application Options, and Toll Fraud.
Costing Option
Perfect Voice Call Accounting provides three costing options:
1. Flat Rate Costing: If you wish to price all toll calls at one flat rate, select the "Flat Rate
Costing" option, set the "Flat Rate Cost per Minute", and click "Apply".
2. Average Costing per Trunk: If you prefer to price toll or local calls on a per trunk basis,
select the "Average Costing per Trunk" option and then click the "Apply" button. To set
the pricing for trunks, refer to the "Specifying Trunks (Lines) & Trunk Groups"(page 30)
in the Call Manager section.
3. Area Code Costing: If you prefer to price toll or local calls by area code and or exchange,
select the "Area Code Costing" option and then click the "Apply" button. After you have
completed the installation process, refer to Appendix D to complete the Area Code Costing
procedures.
?
Costing is
calculated in 6-
second increments.
I&M
To round to the
nearest minute,
select "Round up to
next minute."
( Refer to the Appendix for Area Code Pricing configuration.
Installation & Maintenance Manual
99

Perfect Voice® Call Accounting 6.0
Appendix
Local Calls Option
To specify how Perfect Voice Call
Accounting identifies local calls, select the
"Local Calls" tab. If you wish to identify
local calls, select "Identify Local Calls"
option. If you are in a major metropolitan
area that has 10 digit local dialing access,
or 7 digit local access into multiple area
codes, select the appropriate option and
enter the area code(s) that require 10 digit
local dialing, or 7 digit local access into
multiple area codes. Click "Apply" when
you are finished.
Application Options
Click on the "Application Options" tab,
and specify which types of calls to process.
The "System Application" option is a
standard filter. Select "Caller ID and Call
Accounting" if you wish to process all
calls. Select "Caller ID Only" to process
just the Caller ID calls. Select "Call
Accounting Only" to process all calls
?
without Caller ID information. The
"Process outbound calls if any digit is
dialed" option will process misdialed
numbers or numbers that are less that 7
characters like, "911" or "411".
(
I&M
If Caller ID is selected, make sure that your TELCO can send caller ID information,
confirm that Caller ID service has been ordered, and make sure that the phone system is
capable of generating Caller ID data.
The "Call Processing" option allows you to select the types of calls you would like to process. The
"Incoming and Outgoing" option processes all calls, while "Incoming Only" processes only
incoming calls and "Outgoing Only" processes only outgoing calls.
( Perfect Voice Call Accounting stores all "raw call data" in the system's database. This
data can be reprocessed to report both incoming and outgoing call records. See "Call
Management" in the Call Manager section for call processing procedures.
Installation & Maintenance Manual
100

Perfect Voice® Call Accounting 6.0
Appendix
The "Valid Call Option" is included to filter out incorrectly dialed numbers, calls made with no
answer, and any other call that does not last longer than several seconds. Otherwise all calls will be
processed regardless of duration. To enable this feature select the "Drop all calls less than (fill in
the box) seconds". When finished, click "Apply".
Toll Fraud
The Toll Fraud feature will track call records
based on alert flags that you specify. A report
can be viewed and printed to identify these calls
in the Call Reports module.
International calls can be flagged in this report,
if staff shouldn't be calling overseas. You can
track extended length calls by marking "Calls
longer than . . ", and specifying the desired hours
and minutes. If you want to see if staff is placing
calls outside of regular office hours, select
"Calls between the hours of . . ." and enter the
appropriate times. You can even track calls to
any particular area code by marking "Calls to any of the following Area Codes . . ." and entering
in the taboo state codes.
4. Setup Outbound Call Screens
Outbound Call Screens allows you to verify the filter
options used by the system's dialed outbound
?
number. Use the telephone system technical
documentation to verify that the information is
correct.
PIC Codes
If your telephone system uses Least Cost Routing
and the PIC code digits are included with the dialed
out number on outbound calls, Perfect Voice Call
Accounting provides configuration for 1 primary,
I&M
and 5 secondary PIC codes. To configure the
"Primary PIC Code, enter an upper case "Y" and the
PIC code in the corresponding box.
Centrex Code
If a "9", or some other digit, is dialed to access an outside CO line, configure the "Centrex Code"
entering an upper case "Y" and the access digit code in the corresponding box, then select "Accept"
to save changes.
Check this screen carefully. Make any changes before you process call data.
If you are using options such as Centrex lines, you may need to change the
default settings on this screen. If you have any questions, contact Technical
Support.
Installation & Maintenance Manual
101

Perfect Voice® Call Accounting 6.0
Appendix
5. Verify Call Reporting
Double click the "Call Reports" icon in the Perfect Voice Call Accounting Program Group. Now
refer to the "Generating Reports" section and follow the procedure for viewing "Station Detail
Reports" using "Call Accounting Quick View". If the call data is formatted properly, verify "Call
Accounting PrintOuts" and print "Station Detail Ungrouped". (Call Management reports can not be
viewed or printed unless your computer has a print driver installed.) If the call records are not
formatted properly in the "Call Accounting Quick View", and/or the "Station Detail Ungrouped" the
report will not print. Refer to "Troubleshooting" in the Appendix for possible resolutions.
Use Call Management
"Quick View", and run
"Station Detail" report.
?
6. Configure Organizational File Settings
Before you configure "Organizational Files" found in the "Call Manager" program settings, seek the
input of your telephone system's administrator. For more information, see Section 4: Call Manager
Module.
I&M
Installation & Maintenance Manual
102

Perfect Voice® Call Accounting 6.0
Appendix
7. Create Configuration Disk
After you have completed the Perfect Voice Call Accounting installation and the system is
functioning properly, you should create configuration disk(s). This will save the system's
configurations in case you ever have to reload Perfect Voice Call Accounting. Creating a
configuration disk from the Installation module saves the telephone system configuration. Creating
the configuration disk from the Call Manager module saves the organization configuration. (See the
Call Manager section.)
1. Select the "Files" option from
the main menu of the
"Installation" program.

2. Highlight the "Configuration Disk"
option and select the "Create a Disk"
feature. Answer "Yes" to the
following message.
3. Insert a blank formatted diskette in the disk drive and click "OK".
4. Click "OK". The configuration disk is created and the following message will be
displayed:
?
Restoring from Configuration Disk
5. Select the "Files" option from the main menu of the "Installation" program.
I&M
6. Highlight the "Configuration Disk" option, then select the
"Restore from Disk" option and the following message will
appear:
7. Insert a previously created configuration disk, click
"OK", and a dialog box will display the date and time of
the settings file. Click "Yes" to restore the telephone
parameters.
8. Reboot your computer.
Installation & Maintenance Manual
103

Perfect Voice® Call Accounting 6.0
Appendix
Transferring Call Data
There are three different ways to transfer call record data from the voice mail system to the Call
Accounting PC:
1. By floppy diskette (Refer to "Diskette File Transfers" below.)
2. By Voice Mail initiated modem (See "Respond Mode Transfers - Voice Mail Initiates Data
Transfer", page 110).
3. By Call Accounting initiated modem (See "Request Mode Call Accounting PC Initiates
Data Transfer", page 111 ).
( Your voice mail system must be setup for one of these methods. Refer to "Set up the
Voice Mail System for Call Accounting" on page 93. To set up the Call Accounting PC
for methods 2 and 3, follow the steps described in "Setting Up Modem Transfers" on
page 105.
Diskette File Transfers
To transfer the files:
· On the Perfect Voice voice mail system, execute Task 870 to copy the call accounting data to
floppy diskette.
To receive the files:
· Use the Call Accounting PC to retrieve files from diskette(s):
?
· Insert the diskette(s) into the Call Accounting PC
· Select the Call Manager icon from the Perfect Voice Call Accounting Windows Program
Group
· Select the "Retrieve Call Records" icon. Choose the correct file and click "OK". After the calls
are received, you are asked if you want to retrieve all calls, select retrieve dates, or process calls
after receiving. Select the appropriate option. (If you do not process calls after receiving, you
must select "Process Call Records" to process the retrieved calls.)
I&M
Installation & Maintenance Manual
104

Perfect Voice® Call Accounting 6.0
Appendix
If you chose to use the floppy diskette method for call data
transfer, disregard the rest of this section.
Setting Up Modem Transfers
To transfer call data over a modem, access the Remote module from the Windows program group
and perform the following steps:
1. Set up Local Modem.
2. Set up Communications Port.
3. Select File Transfer Protocol.
4. Initialize the modem and communications port.
5. Specify the Remote Access Mode for Modem Transfers (Request/Respond).
6. Set up the Remote Site Directory.
7. For Request Mode (Call Accounting Initiated transfers) Only: Set the password to the
password entered in the "Access Password" field on the voice mail system.
( The first time you select the Remote icon, you are prompted to enter the Communications
Settings, Modem Settings, and Protocol. (If you wish to change these settings at a later
time, these options are listed under the "Setup" option.)
Remote Options
?
The following options are available when you select the Remote icon:
I&M
Setup
Select File
Hang Up
Request Call
Communications
Transfer
Modem
Records File
Port
Protocol
(Request Mode)
Set Access
Setup Local
Display Site
Wait for Call
Mode
Modem
Directory
(Respond Mode)
Installation & Maintenance Manual
105

Perfect Voice® Call Accounting 6.0
Appendix
1. Set up Local Modem
Click the "Setup Local Modem" icon.
Select your modem Make, Model and
COM port, then click OK. Due to the large
file size of the remote site processed call
records, it is recommended that your
modem be able to operate at 9600 baud or
greater. If your modem is not listed, you
must add it (See "Adding your modem"
below).
Adding your modem
To add your modem, select "Utilities", then select "Add Modem" from the
Modem Settings window.
Complete the information on the
Modem Strings screen. You
need to have the technical data
required, which is usually
provided in the modem
documentation.
?
I&M
Installation & Maintenance Manual
106

Perfect Voice® Call Accounting 6.0
Appendix
2. Set up Communications Port
Select the "Setup Communications Port" icon. Select the desired options for your communications
(serial) port and modem. Click OK when all options have been selected.

3. Select File Transfer Protocol
Click the "Select File Transfer Protocol" icon. Select Zmodem and click
OK.
?
I&M
4. Initialize the Modem and Communications Port
When you have specified the communications settings, modem settings, and protocol:
· Select the Exit option and return to windows.
· Select the Remote module again, this initializes your modem and communications port.
· You should now see the words "Online: Your modem name" in the Status Window Message
box on the Main Menu window.
Installation & Maintenance Manual
107

Perfect Voice® Call Accounting 6.0
Appendix
5. Specify the Remote Access Mode for Modem Transfers
Click the "Set Access Mode" icon. Select the
appropriate Application Mode (Respond or Request).
Select "Request Mode" if the Call Accounting PC
initiates data transfer. Select "Respond Mode" if the
voice mail system initiates data transfer.
Request Mode (Call Accounting PC Initiates Data Transfer)
If the voice mail system is set to transfer SMDR call record files upon request from the Call
Accounting PC, the application mode needs to be set to "Request Mode". When Perfect Voice Call
Accounting is in Request mode you can dial up and receive call records from the voice mail system.
To set this up on your Perfect Voice voice mail system, you need to verify that the correct System
ID number has been entered as described in the "Call Accounting initiated transfer", page 96. The
Call Accounting software executes this command when it dials into the system remotely.
Respond Mode (Voice Mail Initiates Data Transfer
If the Perfect Voice voice mail system is set to transfer SMDR call record files to the Call
Accounting PC on a daily basis, the application mode needs to be set to "Respond Mode". When
Perfect Voice Call Accounting is in Respond mode you can only wait for a call from the voice
processing system. If you choose Respond mode, you need to be sure that you have executed Task
?
860 as described in "Voice Mail initiated transfer via Modem", page 95. In addition, you must leave
the "Wait for Call" icon active or minimized and the Call Accounting PC on at all times.
I&M
Installation & Maintenance Manual
108

Perfect Voice® Call Accounting 6.0
Appendix
6. Set up the Remote Site Directory for Modem Transfers
Select the "Display Site
Directory" icon. to display
the Remote Site Database
Manager window and to set
up your remote site
directory. To add a new
remote site to the database,
first click "Add Site", enter
site information and then
click "Save".
7. Set up the Password (Request Mode Only)
If the Call Accounting PC will initiate data transfer (request mode), you must set the password on
the Call Accounting PC to the same password you entered in the "Access Password" field on the
voice mail system.
· From the top menu, select Setup.
· Select Change Password.
· You are prompted to enter the current password. The default
password is COLLECT.
?
· Enter the new password. Set the password to the same password you
entered in the "Access Password" field on the Perfect Voice call
processing system. (See page 96)
· Confirm the new password.
I&M
Installation & Maintenance Manual
109

Perfect Voice® Call Accounting 6.0
Appendix
Respond Mode Transfers (Voice Mail Initiates Data transfer )
To transfer the files:
· Execute the edited Task 860 on the Perfect Voice voice mail system. The voice mail system
transfers the call record file to the Call Accounting PC at 1:00 AM every morning.
To receive the files:
· Select the "Wait for Call" icon.
If the "Wait for Call" icon is not
visible, verify that the Access Mode is
set to the Respond Mode.
( Do not exit or close this window. The window must remain active or minimized until the
Perfect Voice voice mail system calls the Call Accounting PC. Since the voice mail system
is not scheduled to call until 1:00 AM, you need to leave the window open and the Call
Accounting PC turned on at all times.
Remote initializes the modem to auto-answer and waits for a call from the voice mail system. When
the voice mail system calls, the file is received. Received files are named in the following format:
MMMDDYXX.ARC, where MMM = First 3 letters of current month, DD = Day of month, Y =
Last number of the year, and XX = sequence number.
?
If the current date was 08/18/99, the name of the first file received would be AUG18901.ARC, the
second file name for the same day would be AUG18902.ARC.
( If you see a message on the Call Accounting PC stating "Transfer was unsuccessful", that
means that the system encountered poor line quality during the modem transfer of data
and that the call record file was not transmitted. The call record file will NOT be deleted
from the Perfect Voice voice mail system. The Perfect Voice system will retry the fileI&M
transfer at the next scheduled interval.
To process the calls:
· Select the Call Manager icon from the Perfect Voice Call Accounting Windows Program Group
· Select the "Retrieve Call Records" icon. Choose the correct file and click "OK". After the calls
are received, you are asked if you want to process the retrieved calls now.
· Click "Yes" to process the retrieved calls. If you click "No", you must select "Process Call
Records" to process the retrieved calls.
Installation & Maintenance Manual
110

Perfect Voice® Call Accounting 6.0
Appendix
Request mode (Call Accounting PC Initiates Data Transfer)
To transfer the files:
The Perfect Voice Call Accounting software will execute the command you edited in the voice mail
system (page 96) when it dials into the system remotely.
To receive the files:
If the "Request Call Records File" icon
· Select the "Request Call Records File" icon.
is not visible, verify that the Access
Mode is set to the Request Mode.
· The Remote Site Database
Manager window should
appear. If you have entered
the voice mail system
information, click on Dial Site.
If not, you must add the voice
processing system information
to the Remote Site window
before dialing the site.
The Remote module calls the voice mail system, waits for the modems to connect, sends the correct
password, and receives the call record file from the voice processing system. Received files are
?
named in the following format: MMMDDYXX.ARC, where MMM = First 3 letters of current
month, DD = Day of month, Y = Last number of the year, and XX = sequence number. If the
current date was 08/18/99, the name of the first file received would be AUG18901.ARC, the second
file name for the same day would be AUG18902.ARC.
If you see a message on the Call Accounting PC stating "Transfer was unsuccessful", that means
that the system encountered poor line quality during the modem transfer of data and that the call
record file was not transmitted. The call record file will NOT be deleted from the Perfect VoiceI&M
system. All you need to do is select the "Request Call Records File" icon again to retry the transfer.
To process the calls:
· Select the Call Manager icon from the Perfect Voice Call Accounting Windows Program
Group
· Select the "Retrieve Call Records" icon. Choose the correct file and click "OK". After the
calls are received, you are asked if you want to process the retrieved calls now.
· Click "Yes" to process the retrieved calls. If you click "No", you must select "Process Call
Records" to process the retrieved calls.
Installation & Maintenance Manual
111

Document Outline

Contents
Introduction
- About Perfect Voice Ò Ò Call Accounting
- Dedicated vs. Integrated Versions
  - Dedicated
  - Integrated with Perfect Voice
- Minimum System Requirements
  - Telephone System
  - PC
- Telecos Web Page
Hardware and Software Installation
- Hardware Installation
  - 1. Serial Port Connection
  - 2. Verifying SMDR Output
  - 3. Installing the Software Security Key
- Software Installation
  - Installing Perfect Voice Call Accounting on a Stand-alone PC
Setting up the System
- 1. Entering the Local Area Code
- 2. Selecting the Telephone System
- 3. Communication Interface
- 4. Set Call Accounting Options
  - Costing Option
  - Local Calls Option
  - Auto Options
  - Application Options
  - Phone System Monitor
  - Toll Fraud
- 5. Setup Outbound Call Screens
- 6. Phone System SMDR Port Checkout
- 7. Verify Call Collection
- 8. Verify Call Reporting
- 9. Configure Organizational File Settings
- 10. Create Configuration Disk
Custom Integration
- 1. View SMDR Call Records
- 2. Setup SMDR Format
- 3. Setup Call Types
Call Manager Module
- System Options
  - View Processed Calls Summary
  - Security Options
  - Organization Backup Disk
  - Setup Call Accounting Options
    - Costing Option
    - Local Calls Option
    - Auto Options
    - Application Options
    - Phone System Monitor
    - Toll Fraud
- Organizational Files
- Setting up Organizational Files
  - 1. Specifying Cost Centers, Locations, Departments, Divisions, and Companies
  - 2. Specifying Stations
  - 3. Specifying Account Codes
  - 4. Specifying Trunks (Lines) & Trunk Groups
  - 5. Specifying Alert Numbers
  - 6. Specifying DNIS Numbers
  - 7. Creating Configuration Disk
- Call Management
  - Process Call Records
  - Archive Call Records
  - Delete Call Records
  - Archive, then Delete Call Records
  - Retrieve Archived Call Records
  - Retrieve Archived Call Records from the Auto Archived FileŽ
  - Processing Text Files
Generating Reports
- Reporting Formats
  - Detailed Reports
  - Summary Reports
  - Exception Reports
  - Traffic Reports
- Running Reports
  - 1 - Select Reporting Filters
  - 2 - Select Report Date Range
  - 3 - Select Print or Output Option
- Printing Reports
- Exporting and E-Mailing Reports
  - Exporting Reports to a Disk File
  - E-Mailing Reports
- Custom Report Macro & Scheduler
  - Scheduling a Report
- Finding a Called Number
- Show Me Wizard
- Sample Reports - Organizational
  - 1 - Account Codes
  - 2 - Alert Numbers
  - 3 - Companies
  - 4 - Cost Centers
  - 5 - Departments
  - 6 - Divisions
  - 7 - DNIS Numbers
  - 8 - Locations
  - 9 - Station (Extension) Listing
  - 10 - Trunks
  - 11 - Trunk Groups
- Sample Reports - Call Management
  - 1 - Station Detail (Grouped by Station)
  - 2 - Station Detail (Ungrouped) - Sorted by Date and Time
  - 3 - Longest Calls (Grouped by Station)
  - 4 - Longest Calls (Ungrouped) - Sorted by Date and Time
  - 5 - Frequently Called Numbers (Grouped by Station)
  - 6 … Frequently Called Numbers
  - 7 … Abandoned Calls
  - 8 … Outbound Calls by Area Code
  - 9 … Station Usage Summary
  - 10 … Trunk Detail
  - 11 … Trunk Usage Summary
  - 12 … Daily Calls Analysis Summary
  - 13 … Trunk Traffic Analysis I
  - 14 … Trunk Traffic Analysis II
  - 15 … Trunk Traffic Analysis III
  - 16 … Trunk Busy Summary Report
  - 17 … Summary Report by Company
  - 18 … Summary Report by Cost Center
  - 19 … Summary Report by Department
  - 20 … Summary Report by Division
  - 21 … Summary Report by Location
  - 22 - Station Detail (Grouped by Account Codes)
  - 23 - Station Detail (Sorted by Account Codes)
  - 24 - Account Code Summary
  - 25 - Station Detail With Account Codes (Grouped by Station)
  - 26 - Station Detail With Account Codes (Sorted by Date and Time)
  - 27 - Station Daily Summary by Hour
  - 28 … Alert Number Station Detail
  - 29 - Station Detail (Grouped by DNIS Numbers)
  - 30 - Station Detail (Sorted by DNIS Numbers)
  - 31 … Station Detail w/Any Digits Dialed
  - 32 … Telemarketing Outbound Summary
  - 33 … Station Detail With Ring Duration (Grouped by Station)
  - 34 … Station Detail With Ring Duration (Ungrouped) … In Date/Time Order
  - 35 - Station Detail with Authorization Codes (Grouped by Station)
  - 36 - Station Detail with Authorization Codes (Sorted by Date and Time)
  - 37 … Station Detail (with DID #)
  - 38- Station Detail (with DID#)
  - 39 … Station Detail (Grouped by Companies)
  - 40 … Station Detail (Grouped by Cost Centers)
  - 41 … Station Detail (Grouped by Departments)
  - 42 … Station Detail (Grouped by Divisions)
  - 43 … Station Detail (Grouped by Locations)
  - 44 - Toll Fraud
  - 45 - Station Detail for Attendant Handled Calls
  - 46 … Department Summaries by Company
  - 47 … Department Summaries by Division
  - 48 … Station Hourly Call Summary
  - 49 - Stations with costing (Grouped by Station)
  - 50 - Stations with Costing (Ungrouped)
- Sample Reports - Caller ID
  - 1 - Caller ID Listing
  - 2 … Most Frequent Callers
  - 3 - Inbound Calls by Area Code (Quick View Sample)
  - 4 … Abandoned Calls
Database Utility Module
- Database Repairing and Compacting
Appendix A: Hyper Terminal Program
Appendix B: Troubleshooting
Appendix C: SMDR Worksheets
Appendix D: Area Code Pricing Module
- 1. Initialize DefaultŽ Rate for Toll Calls
- 2. Override the Default Rate
- 3. Adding, Changing, or Removing Area Codes
- 4. Set Local Calls
Appendix E: Client Module
- Add Client
- Change Client
- Remove Client
Appendix F: Station Snap Shot
Appendix G: Phone Directory
Appendix H: Integration with Perfect
- Hardware Installation
  - 1. Installing the Software Security Key
  - 2. Connect the Voice Mail System to the Telephone System
- Software Installation
  - 1. Installing the Perfect Voice Call Accounting Software
  - 2. Set up the Voice Mail System for Call Accounting
- Setting Up the System
  - 1. Entering the Local Area Code
  - 2. Selecting the Telephone System
  - 3. Set Call Accounting Options
    - Costing Option
    - Local Calls Option
    - Application Options
    - Toll Fraud
  - 4. Setup Outbound Call Screens
  - 5. Verify Call Reporting
  - 6. Configure Organizational File Settings
  - 7. Create Configuration Disk
- Transferring Call Data
  - Diskette File Transfers
  - Setting Up Modem Transfers
  - Remote Options
    - 1. Set up Local Modem
    - 2. Set up Communications Port
    - 3. Select File Transfer Protocol
    - 4. Initialize the Modem and Communications Port
    - 5. Specify the Remote Access Mode for Modem Transfers
    - 6. Set up the Remote Site Directory for Modem Transfers
    - 7. Set up the Password (Request Mode Only)
  - Respond Mode Transfers (Voice Mail Initiates Data transfer
  - Request mode (Call Accounting PC Initiates Data Transfer)