ShoreTel CRI Server Install Guide
ShoreTel Cost Recovery Integration and “Do Not Call” Server Administration and Installation Guide Functional Summary The ShoreTel Cost Recovery Integration subsumes the built-in ShoreTel Account Code feature with a new solution that delivers an enhanced set of cost accounting capabilities. It provides ways to connect to Expense Reporting and Time and Billing systems for importing client/matter data into the ShoreTel system and exporting client/matter annotated call detail data to external systems. For customers without Expense Reporting or Time and Billing systems, built-in reports are also provided. In addition, Cost Recovery service offers a way to provide “Do Not Call” (DNC) screening for outbound calls. Customers who deploy the ShoreTel Cost Recovery/DNC service will be replacing the built-in ShoreTel Account Code facility with this enhanced feature.
Server Application The ShoreTel Cost Recovery Integration/DNC server component is installed on the ShoreTel Director server and will be running as long as the server itself is running. Visible to the administrator will be the “ShoreTel Cost Recovery Integration” Windows Service and a configuration program to configure the service behavior. The ShoreTel Cost Recovery Integration service provides the following functions:
Tracks all phone calls for users in user groups configured with account code collection enabled . Imports and periodically updates its copy of Account or Client/Matter data from external source (as co nfigured). “Remembers” a recently used set of Client/Matter or single Account codes for each user (by caller ID and by frequency of use.) Communicates with the client applications for Cost Recovery functions. When calls are accounted for by clients, the server writes the call records to a database. This database can be used to generate reports and/or import call detail data into external expense or billing systems. Implements the outgoing Interactive Voice Response (IVR) menu accepting codes for outgoing c alls (if the IVR is enabled). Provides outbound “Do Not Call” (DNC) screening.
Single Point of Administration ShoreTel users’ Account Code Settings are configured as usual via Shoreware Director (and do apply to the ShoreTel Cost Recovery Integration):
The user’s User Group indicates whether account codes are disabled (feature is off), required, or optional. If required or optional, account code collection is per outbound external call based on COS – Call Permissions settings.
Equitrac, Copitrak, or other Time/Billing System Integration The source for Client Matter or Single Account Codes and names presented to the users may optionally come from outside of the ShoreTel system. Most expense reporting systems (e.g. Equitrac, Copitrak) and many other © 2008 ShoreTel, Inc.
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time and billing systems provide a way to output a list of active client/matter codes. ShoreTel’s Cost Recovery Integration can read almost any text formatted file output by such vendor software. The client/matter data will be reloaded periodically by the Cost Recovery Integration service. The time and frequency of updates is configurable. In addition, since external systems must have access to the ShoreTel “Call Detail” records (or equivalent) to provide the customer with consolidated billing, ShoreTel Cost Recovery Integration will provide this data in the form of a database that can be read by other systems.
“Do Not Call” Screening The Cost Recovery Integration service also includes a feature whereby a customer generated list of phone nu mbers can be disallowed from being dialed by configured User Groups within the ShoreTel system. Within Cost Recovery Integration, each User Group can be configured for Cost Recovery accounting, “Do Not Call” screening, or both.
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Cost Recovery Integration Server Installation & Configuration Instructions The Cost Recovery Integration consists of server and client components. Please refer to the ShoreTel Cost Recovery Integration Client Usage and Installation Guide for client installation and configuration instructions. Cost Recovery Integration server installation and configuration instructions are included here.
Compatibility The Cost Recovery Integration server must be loaded on the ShoreTel Director server. The server must have ShoreTel version 6.1 or later.
Licensing Note the Application Licensing Server and appropriate license must be in stalled in order to utilize the Cost Recovery Integration server component. See your ShoreTel partner for details or a trial license.
Cost Recovery Integration Server Installation Instructions Install Cost Recovery Integration on the ShoreTel Director server computer by launching STCRServerSetup.exe. The user must be logged into the machine and must have the rights , under Windows, to install new software. The following screen captures show the sequence of dialogs during installation. Note that Cost Recovery Integration server requires Microsoft’s .NET framework 2.0.50727. You may use Microsoft’s Windows update to install this prerequisite, if needed. Alternatively, it is available directly: http://www.microsoft.com/downloads/details.aspx?familyid=0856eacb-4362-4b0d-8eddaab15c5e04f5&displaylang=en. The Cost Recovery Integration installer will indicate if .NET framework is needed.
Click “Next”
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Accept the license and click “Next”
Accept the default installation folder. Click “Next”.
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Click “Next” and you the installer will complete the installation. Wait for the next screen.
Click “Close” and the installation will be complete.
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After installation, a shortcut to the Cost Recovery Integration configuration program will be created in the StartAll ProgramsShoreTel entry (in the Windows Start menu). In addition, the configuration program will launch at the end of installation to allow for configuration of your Cost Recovery Integration server (see below for status display and settings explanation).
Cost Recovery Integration Server Settings
Main Settings TCP Port Number: The TCP/IP Port Address used by the Cost Recovery Integration Server. Client setting should correspond to this value. Default value is 36451 which should be used unless your network has a conflict. Service Start and Stop Buttons: The Cost Recovery Integration Service will initially be in the “stopped” state following install ation. After configuring/applying the desired settings and options, you should start the service. The only time manual control is necessary is when first installing or when changing the settings in the “Requires Service Restart” area of this program. To restart, you can stop the service, wait for the status to reflect “Stopped”, and then start it again. Refresh Users: When clicked, the Cost Recovery service will refresh its list of ShoreTel users from the main ShoreTel database. Use this after making Director changes to users and/or user groups which may affect the number of users monitored by Cost Recovery. Minimum Call Duration (in seconds): This sets the minimum duration of a phone call in order to be “counted” as a legitimate call. Calls lasting less than this duration are not saved nor counted. Number Recent Codes (max. per user): This sets the maximum number of codes saved in each user’s “recent code” list. When a user reaches the maximum number, new codes are added and the oldest ones removed (affecting only that user’s list). Maximum Age of Accounted Calls (days): © 2013 ShoreTel, Inc.
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This sets the maximum size of the database Cost Recovery uses to save the “Call Detail” records. Entries older than this many days will be deleted. Maximum Age of Unaccounted Calls (days): This sets the maximum size of the internal storage Cost Recovery uses to save user calls that have yet to be accounted. Entries older than this many days will be deleted or processed (per setting below). At maximum age Process or Discard: This sets the action to be performed on unaccounted calls that reach the maximum age (per setting above). If “Process” is indicated, entries older than the maximum will be sent to the calls database for processing, regardless of whether a code has been assigned. If “Discard” is indicated, entries older than the maximum are deleted without being processed. IVR Digit Timeout (seconds): This sets the timeout for entering account or client/matter code digits (via the phone keypad) when connected to the IVR for an outbound call. This is the maximum time the user has, in s econds, after entering one digit, before entering the next in the sequence. Apply: Click this to apply all the settings. This must be done before exiting if you want any settings you’ve changed to become effective. Exit: This exits the configuration program.
Code Import Settings Code Source: This field drops down a list of supported sources for the single Account or Client and Matter codes. This will be the source for Cost Recovery Integration Server when importing the codes. Current supported sources (note Simple Code and Custom Code are the most likely choices): Simple Code File: Source is a text file, STPSCodeFile.txt, which must reside in the Cost Recovery installation folder (C:\Program Files\ShoreTel\Cost Recovery Integration Ser-
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vice). This file is installed pre-filled with sample data. Edit this file to delete the sample data and add your own. Custom Code File: Source is a text file where you can further indicate the format using the “Custom Cfg…” button which will appear if this code source is chosen. See more about indicating the format in the section below. Equitrac Optimized: Source is a flat file which has been exported by the Equitrac system (which may need configuration to support ShoreTel systems). Client and Matter codes and names will be concatenated into a single code and single name. Equitrac Client & Matter: Same as above except Client and Matter codes and names are kept separately. Copitrak Optimized: Source is a flat file which has been exported by the Copitrak sy stem (which may need configuration to support ShoreTel systems). Client and Matter codes and names will be concatenated into a single code and single name. Copitrak Client & Matter: Same as above except Client and Matter codes and names are kept separately. TrialWorks SQL: Source is an SQL query pulling from the TrialWorks SQL product database. Import codes from folder: If the code source indicates a relevant type, this entry will be enabled. Set this to the folder where the files containing the codes will reside. Equitrac and Copitrak are examples of systems that export codes in a flat file format. Code retrieval SQL: If the code source is an SQL type, this is the SQL connection string used to attach to the SQL d atabase. Configure Reload Date/Time: Pressing this button displays another screen where the scheduled day(s ) and time(s) can be configured for periodic reloading of the account or client/matter code file. Note the current settings appear in text below this button. Here is an example of the reload date/time chooser display:
Choose the day(s) of the week in the drop down at the top. Then choose the time(s) of the day(s) chosen and add each to the “Selected Times” box. You can choose up to 10 times per day. Don’t forget to push “OK”, then “Apply” on the main page to save your settings. Reload Now: © 2013 ShoreTel, Inc.
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When clicked, the codes are imported immediately from the configured code source. There is, however, a minimum 1 minute waiting period enforced between reloads. Custom Cfg…: This button will appear if “Custom Code File” is chosen in the “Code Source” list. Pushing this button will cause the following dialog to display. Here is where you choose the file location and map the fields of your code file.
Custom Code File configuration dialog In the example above, we’ve pushed the “Locate…” button and navigated to the file C:\ClientMatterCodes.txt which contains the code file we want to import. The file must exist and have at least one row of data. Each row must be made up of columns representing data concer ning a single client matter. Each column field in the file must be quoted and fields are separated by commas. Here is the first row of our example file ClientMatterCodes.txt: "501","001","Standard Oil of NJ","Employment issues" The first row in the display will populate immediately after locating the file. You will choose which field in the file maps to its description using the drop down boxes under each field. In our example case, the first field is the client number, the second field the matter number, the third field the client name, and the fourth field the matter name. The “Separate Client and Matter” checkbox will make the client and matter codes and names separate (4 separate fields) in the client program but this is rarely used. Without this (as is normal), the client and matter codes are concatenated and the client and matter names are also joined with a hyphen. So, as set above, in the Cost Recovery client, the client matter code 501001 will be associated wi th “Standard Oil of NJ – Employment Issues”. Choose “OK”, then “Apply” on the main page to save the settings.
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Call Types Settings, default example: Configure Globally Configure Globally – All User Groups: Checking this box applies the call type settings directly below the box to all users being monitored by the Cost Recovery service. Inbound calls: Check this box to have the Cost Recovery Integration server keep track of inbound calls. Outbound calls: Check this box to have the Cost Recovery Integration server keep track of outbound calls. Internal calls: Check this box to have the Cost Recovery Integration server keep track of internal (extension to extension) calls. External calls are always tracked. Internal calls are not usually tracked. Disable outbound IVR: Check this box to disable the Interactive Voice Response menu on outgoing calls (there is never an IVR menu on incoming calls).
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Call Types Settings example configuration by User Group Configure Individual User Groups: Checking this box allows the call type settings to be applied per User Group which will be listed in a table appearing just below the box. Check the applicable boxes for each User Group. Internal, Inbound, Outbound, and Disable IVR boxes are described in the previous sect ion. DNC: Check this box to enable DNC (“Do Not Call”) screening for the associated User Group. DNC can only be enabled per User Group, not globally.
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DNC (Do Not Call) Settings The DNC (Do Not Call) Settings tab configures the DNC feature. This only a pplies if you are using Cost Recovery for the DNC feature and one or more User Groups in the Call Types Settings tab have the DNC box checked. For User Groups that are only using DNC screening (not using cost accounting feature), there is no need for thos e users to load the Cost Recovery client program. The list of DNC numbers is read from a file, as configured in the DNC Number File entry (see below). The file is simply a text file containing one phone number or wildcard entry per separate line of the file. A phone number entry would contain a phone number in the national format (e.g. in North America this would be the 10 digit n ational number, no country, trunk access or long distance code added). No other delimiters should be present, just the digits of the number. Example lines: 4085551212 2125551212 A wildcard entry is a number ending in * (the asterisk character) which matches ANY number beginning with the digits preceding the *. Use this carefully as it can block a great deal of numbers. For wildcard entries, a single * can appear at the end of the digit string, only. Example lines to block calls to all numbers in the 408 and 650 area codes (assuming North American installation): 408* 650* The settings: DNC Number File: Use “Browse…” to locate the text file which contains the DNC number list. Cost Recovery for DNC Only: This special setting disables all cost accounting features of Cost Recovery and in dicates the Cost Recovery service is ONLY used for DNC screening. It greatly enhances efficiency in this case. Numbers in DNC file prefixed with: If the DNC number file has all numbers prefixed with a digit (commonly 1 in North America or 0 elsewhere, set that number here). This allows for a successful comparison when calls are made. © 2013 ShoreTel, Inc.
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Configure Reload Date/Time: Pressing this button displays another screen where the scheduled day(s) and time(s) can be configured for periodic reloading of the DNC number file. Note the current settings appear in text below this button. Here is an example of the reload date/time chooser display:
Choose the day(s) of the week in the drop down at the top. Then choose the time(s) of the day(s) chosen and add each to the “Selected Times” box. You can choose up to 10 times per day. Don’t forget to push “OK”, then “Apply” on the main page to save your settings. Reload Now: When clicked, the DNC numbers are imported immediately from the configured DNC number file source. There is, however, a minimum 1 minute waiting period enforced between reloads. For all settings changes, do not forget to “Apply” the changes. If a setting is changed that requires a restart be sure you “Apply” the changes first, and then restar t the service.
Other Configuration Settings (via ShoreWare Director) The Cost Recovery Integration server will monitor extensions of user’s that belong to a User Group where a ccount code collection is enabled. To enable account code collection on a User Group, use ShoreWare Director to modify the applicable User Group. To enable, set “Account Code Collection” to “Optional” or “Forced”. When “Optional”, a user can choose to bypass entering a code when making an outgoing call, when “Forced”, a code must be entered before the outgoing call can be placed. For outgoing calls to be processed by Cost Recovery, the “COS – Call Permissions” of the applicable User Group must also be set to restrict calls where account coding is desired. The above is true for cost accounting and for DNC functionality. This is the only way to assure outbound calls will arrive at the Cost Recovery service for accounting and/or screening.
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IVR for Client/Matter or Account Code Entry If the Cost Recovery Integration IVR is enabled (see the “Disable outgoing IVR” configuration setting) then individual users can enter Client/Matter or single Account codes either via the Cost Recovery client application or from the phone keypad through interaction with the IVR component of the Cost Recovery Integration application. Client/Matter or Account code entry via the IVR is possible for outbound calls only. If the IVR is disabled, codes can only be entered using the client application. Depending upon system configuration for the specific User Group, users will be either required or asked to optionally associate a code with an outgoing call via a prompt that plays through his /her telephone handset. The user then types the numeric code(s) using the telephone keypad. The Cost Recovery Integration IVR will validate the user’s entry and allow for re-entry if invalid. When valid, the IVR application will transfer the call to its original destination. On an outgoing call, the IVR application will stop the call from proceeding until a valid client/mat ter code pair is entered either via the telephone keypad or via the desktop client interface. If a valid code is entered, the call details will be sent to the accounting system when the call disconnects. Note that for users in user groups set for “optional” account codes, the IVR will allow the call to proceed upon user input of a single “#” from the telephone keypad. If the single # is used, the call will transition to the una ccounted calls list for later assignment when the call disconnects. The Cost Recovery client is optional, as long as the IVR is enabled. Users may decide to always enter the code via the telephone keypad.
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DNC (“Do Not Call”) For User Groups that are configured (in the “Code Type” tab of the Cost Recovery settings) for DNC, the Cost Recovery client is not applicable (unless they are ALSO configured for one or more of the other call types, Internal, Inbound, or Outbound). A caller in a User Group configured for DNC will not hear any interaction UNLESS the number of the outbound call the user has dialed appears in the DNC number file. If so, the caller will hear an announcement stating the call is on the “do not call” list.
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Call Accounting The Cost Recovery Integration service outputs call details to a database, STPSCodeRecords.mdb. External expense and billing systems such as Equitrac or Copitrak can be configured to pull data from this database for final accounting. A System DSN within Windows’ ODBC data sources named STPSCodeRecords is available for ODBC connections in cases where the external reporting system may need this type of access. Cost Recovery Integration does not write a call record into the STPSCodeRecords database until the user has ind icated a code (or indicated no code is desired) via the Cost Recovery client application. Until this is done, calls will remain on the individual user’s “unaccounted calls” list until they are accounted for or until the configured ma ximum age of unaccounted calls is reached. If the maximum age of an unaccounted call is reached th e call will be processed (inserted into the STPSCodeRecords database) or discarded, per configuration (see section on server settings).
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Server Application The ShoreTel Cost Recovery Integration/DNC server component is installed on the ShoreTel Director server and will be running as long as the server itself is running. Visible to the administrator will be the “ShoreTel Cost Recovery Integration” Windows Service and a configuration program to configure the service behavior. The ShoreTel Cost Recovery Integration service provides the following functions:
Tracks all phone calls for users in user groups configured with account code collection enabled . Imports and periodically updates its copy of Account or Client/Matter data from external source (as co nfigured). “Remembers” a recently used set of Client/Matter or single Account codes for each user (by caller ID and by frequency of use.) Communicates with the client applications for Cost Recovery functions. When calls are accounted for by clients, the server writes the call records to a database. This database can be used to generate reports and/or import call detail data into external expense or billing systems. Implements the outgoing Interactive Voice Response (IVR) menu accepting codes for outgoing c alls (if the IVR is enabled). Provides outbound “Do Not Call” (DNC) screening.
Single Point of Administration ShoreTel users’ Account Code Settings are configured as usual via Shoreware Director (and do apply to the ShoreTel Cost Recovery Integration):
The user’s User Group indicates whether account codes are disabled (feature is off), required, or optional. If required or optional, account code collection is per outbound external call based on COS – Call Permissions settings.
Equitrac, Copitrak, or other Time/Billing System Integration The source for Client Matter or Single Account Codes and names presented to the users may optionally come from outside of the ShoreTel system. Most expense reporting systems (e.g. Equitrac, Copitrak) and many other © 2008 ShoreTel, Inc.
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time and billing systems provide a way to output a list of active client/matter codes. ShoreTel’s Cost Recovery Integration can read almost any text formatted file output by such vendor software. The client/matter data will be reloaded periodically by the Cost Recovery Integration service. The time and frequency of updates is configurable. In addition, since external systems must have access to the ShoreTel “Call Detail” records (or equivalent) to provide the customer with consolidated billing, ShoreTel Cost Recovery Integration will provide this data in the form of a database that can be read by other systems.
“Do Not Call” Screening The Cost Recovery Integration service also includes a feature whereby a customer generated list of phone nu mbers can be disallowed from being dialed by configured User Groups within the ShoreTel system. Within Cost Recovery Integration, each User Group can be configured for Cost Recovery accounting, “Do Not Call” screening, or both.
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Cost Recovery Integration Server Installation & Configuration Instructions The Cost Recovery Integration consists of server and client components. Please refer to the ShoreTel Cost Recovery Integration Client Usage and Installation Guide for client installation and configuration instructions. Cost Recovery Integration server installation and configuration instructions are included here.
Compatibility The Cost Recovery Integration server must be loaded on the ShoreTel Director server. The server must have ShoreTel version 6.1 or later.
Licensing Note the Application Licensing Server and appropriate license must be in stalled in order to utilize the Cost Recovery Integration server component. See your ShoreTel partner for details or a trial license.
Cost Recovery Integration Server Installation Instructions Install Cost Recovery Integration on the ShoreTel Director server computer by launching STCRServerSetup.exe. The user must be logged into the machine and must have the rights , under Windows, to install new software. The following screen captures show the sequence of dialogs during installation. Note that Cost Recovery Integration server requires Microsoft’s .NET framework 2.0.50727. You may use Microsoft’s Windows update to install this prerequisite, if needed. Alternatively, it is available directly: http://www.microsoft.com/downloads/details.aspx?familyid=0856eacb-4362-4b0d-8eddaab15c5e04f5&displaylang=en. The Cost Recovery Integration installer will indicate if .NET framework is needed.
Click “Next”
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Accept the license and click “Next”
Accept the default installation folder. Click “Next”.
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Click “Next” and you the installer will complete the installation. Wait for the next screen.
Click “Close” and the installation will be complete.
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After installation, a shortcut to the Cost Recovery Integration configuration program will be created in the StartAll ProgramsShoreTel entry (in the Windows Start menu). In addition, the configuration program will launch at the end of installation to allow for configuration of your Cost Recovery Integration server (see below for status display and settings explanation).
Cost Recovery Integration Server Settings
Main Settings TCP Port Number: The TCP/IP Port Address used by the Cost Recovery Integration Server. Client setting should correspond to this value. Default value is 36451 which should be used unless your network has a conflict. Service Start and Stop Buttons: The Cost Recovery Integration Service will initially be in the “stopped” state following install ation. After configuring/applying the desired settings and options, you should start the service. The only time manual control is necessary is when first installing or when changing the settings in the “Requires Service Restart” area of this program. To restart, you can stop the service, wait for the status to reflect “Stopped”, and then start it again. Refresh Users: When clicked, the Cost Recovery service will refresh its list of ShoreTel users from the main ShoreTel database. Use this after making Director changes to users and/or user groups which may affect the number of users monitored by Cost Recovery. Minimum Call Duration (in seconds): This sets the minimum duration of a phone call in order to be “counted” as a legitimate call. Calls lasting less than this duration are not saved nor counted. Number Recent Codes (max. per user): This sets the maximum number of codes saved in each user’s “recent code” list. When a user reaches the maximum number, new codes are added and the oldest ones removed (affecting only that user’s list). Maximum Age of Accounted Calls (days): © 2013 ShoreTel, Inc.
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This sets the maximum size of the database Cost Recovery uses to save the “Call Detail” records. Entries older than this many days will be deleted. Maximum Age of Unaccounted Calls (days): This sets the maximum size of the internal storage Cost Recovery uses to save user calls that have yet to be accounted. Entries older than this many days will be deleted or processed (per setting below). At maximum age Process or Discard: This sets the action to be performed on unaccounted calls that reach the maximum age (per setting above). If “Process” is indicated, entries older than the maximum will be sent to the calls database for processing, regardless of whether a code has been assigned. If “Discard” is indicated, entries older than the maximum are deleted without being processed. IVR Digit Timeout (seconds): This sets the timeout for entering account or client/matter code digits (via the phone keypad) when connected to the IVR for an outbound call. This is the maximum time the user has, in s econds, after entering one digit, before entering the next in the sequence. Apply: Click this to apply all the settings. This must be done before exiting if you want any settings you’ve changed to become effective. Exit: This exits the configuration program.
Code Import Settings Code Source: This field drops down a list of supported sources for the single Account or Client and Matter codes. This will be the source for Cost Recovery Integration Server when importing the codes. Current supported sources (note Simple Code and Custom Code are the most likely choices): Simple Code File: Source is a text file, STPSCodeFile.txt, which must reside in the Cost Recovery installation folder (C:\Program Files\ShoreTel\Cost Recovery Integration Ser-
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vice). This file is installed pre-filled with sample data. Edit this file to delete the sample data and add your own. Custom Code File: Source is a text file where you can further indicate the format using the “Custom Cfg…” button which will appear if this code source is chosen. See more about indicating the format in the section below. Equitrac Optimized: Source is a flat file which has been exported by the Equitrac system (which may need configuration to support ShoreTel systems). Client and Matter codes and names will be concatenated into a single code and single name. Equitrac Client & Matter: Same as above except Client and Matter codes and names are kept separately. Copitrak Optimized: Source is a flat file which has been exported by the Copitrak sy stem (which may need configuration to support ShoreTel systems). Client and Matter codes and names will be concatenated into a single code and single name. Copitrak Client & Matter: Same as above except Client and Matter codes and names are kept separately. TrialWorks SQL: Source is an SQL query pulling from the TrialWorks SQL product database. Import codes from folder: If the code source indicates a relevant type, this entry will be enabled. Set this to the folder where the files containing the codes will reside. Equitrac and Copitrak are examples of systems that export codes in a flat file format. Code retrieval SQL: If the code source is an SQL type, this is the SQL connection string used to attach to the SQL d atabase. Configure Reload Date/Time: Pressing this button displays another screen where the scheduled day(s ) and time(s) can be configured for periodic reloading of the account or client/matter code file. Note the current settings appear in text below this button. Here is an example of the reload date/time chooser display:
Choose the day(s) of the week in the drop down at the top. Then choose the time(s) of the day(s) chosen and add each to the “Selected Times” box. You can choose up to 10 times per day. Don’t forget to push “OK”, then “Apply” on the main page to save your settings. Reload Now: © 2013 ShoreTel, Inc.
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When clicked, the codes are imported immediately from the configured code source. There is, however, a minimum 1 minute waiting period enforced between reloads. Custom Cfg…: This button will appear if “Custom Code File” is chosen in the “Code Source” list. Pushing this button will cause the following dialog to display. Here is where you choose the file location and map the fields of your code file.
Custom Code File configuration dialog In the example above, we’ve pushed the “Locate…” button and navigated to the file C:\ClientMatterCodes.txt which contains the code file we want to import. The file must exist and have at least one row of data. Each row must be made up of columns representing data concer ning a single client matter. Each column field in the file must be quoted and fields are separated by commas. Here is the first row of our example file ClientMatterCodes.txt: "501","001","Standard Oil of NJ","Employment issues" The first row in the display will populate immediately after locating the file. You will choose which field in the file maps to its description using the drop down boxes under each field. In our example case, the first field is the client number, the second field the matter number, the third field the client name, and the fourth field the matter name. The “Separate Client and Matter” checkbox will make the client and matter codes and names separate (4 separate fields) in the client program but this is rarely used. Without this (as is normal), the client and matter codes are concatenated and the client and matter names are also joined with a hyphen. So, as set above, in the Cost Recovery client, the client matter code 501001 will be associated wi th “Standard Oil of NJ – Employment Issues”. Choose “OK”, then “Apply” on the main page to save the settings.
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Call Types Settings, default example: Configure Globally Configure Globally – All User Groups: Checking this box applies the call type settings directly below the box to all users being monitored by the Cost Recovery service. Inbound calls: Check this box to have the Cost Recovery Integration server keep track of inbound calls. Outbound calls: Check this box to have the Cost Recovery Integration server keep track of outbound calls. Internal calls: Check this box to have the Cost Recovery Integration server keep track of internal (extension to extension) calls. External calls are always tracked. Internal calls are not usually tracked. Disable outbound IVR: Check this box to disable the Interactive Voice Response menu on outgoing calls (there is never an IVR menu on incoming calls).
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Call Types Settings example configuration by User Group Configure Individual User Groups: Checking this box allows the call type settings to be applied per User Group which will be listed in a table appearing just below the box. Check the applicable boxes for each User Group. Internal, Inbound, Outbound, and Disable IVR boxes are described in the previous sect ion. DNC: Check this box to enable DNC (“Do Not Call”) screening for the associated User Group. DNC can only be enabled per User Group, not globally.
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DNC (Do Not Call) Settings The DNC (Do Not Call) Settings tab configures the DNC feature. This only a pplies if you are using Cost Recovery for the DNC feature and one or more User Groups in the Call Types Settings tab have the DNC box checked. For User Groups that are only using DNC screening (not using cost accounting feature), there is no need for thos e users to load the Cost Recovery client program. The list of DNC numbers is read from a file, as configured in the DNC Number File entry (see below). The file is simply a text file containing one phone number or wildcard entry per separate line of the file. A phone number entry would contain a phone number in the national format (e.g. in North America this would be the 10 digit n ational number, no country, trunk access or long distance code added). No other delimiters should be present, just the digits of the number. Example lines: 4085551212 2125551212 A wildcard entry is a number ending in * (the asterisk character) which matches ANY number beginning with the digits preceding the *. Use this carefully as it can block a great deal of numbers. For wildcard entries, a single * can appear at the end of the digit string, only. Example lines to block calls to all numbers in the 408 and 650 area codes (assuming North American installation): 408* 650* The settings: DNC Number File: Use “Browse…” to locate the text file which contains the DNC number list. Cost Recovery for DNC Only: This special setting disables all cost accounting features of Cost Recovery and in dicates the Cost Recovery service is ONLY used for DNC screening. It greatly enhances efficiency in this case. Numbers in DNC file prefixed with: If the DNC number file has all numbers prefixed with a digit (commonly 1 in North America or 0 elsewhere, set that number here). This allows for a successful comparison when calls are made. © 2013 ShoreTel, Inc.
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Configure Reload Date/Time: Pressing this button displays another screen where the scheduled day(s) and time(s) can be configured for periodic reloading of the DNC number file. Note the current settings appear in text below this button. Here is an example of the reload date/time chooser display:
Choose the day(s) of the week in the drop down at the top. Then choose the time(s) of the day(s) chosen and add each to the “Selected Times” box. You can choose up to 10 times per day. Don’t forget to push “OK”, then “Apply” on the main page to save your settings. Reload Now: When clicked, the DNC numbers are imported immediately from the configured DNC number file source. There is, however, a minimum 1 minute waiting period enforced between reloads. For all settings changes, do not forget to “Apply” the changes. If a setting is changed that requires a restart be sure you “Apply” the changes first, and then restar t the service.
Other Configuration Settings (via ShoreWare Director) The Cost Recovery Integration server will monitor extensions of user’s that belong to a User Group where a ccount code collection is enabled. To enable account code collection on a User Group, use ShoreWare Director to modify the applicable User Group. To enable, set “Account Code Collection” to “Optional” or “Forced”. When “Optional”, a user can choose to bypass entering a code when making an outgoing call, when “Forced”, a code must be entered before the outgoing call can be placed. For outgoing calls to be processed by Cost Recovery, the “COS – Call Permissions” of the applicable User Group must also be set to restrict calls where account coding is desired. The above is true for cost accounting and for DNC functionality. This is the only way to assure outbound calls will arrive at the Cost Recovery service for accounting and/or screening.
© 2013 ShoreTel, Inc.
ShoreTel Cost Recovery Integration
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IVR for Client/Matter or Account Code Entry If the Cost Recovery Integration IVR is enabled (see the “Disable outgoing IVR” configuration setting) then individual users can enter Client/Matter or single Account codes either via the Cost Recovery client application or from the phone keypad through interaction with the IVR component of the Cost Recovery Integration application. Client/Matter or Account code entry via the IVR is possible for outbound calls only. If the IVR is disabled, codes can only be entered using the client application. Depending upon system configuration for the specific User Group, users will be either required or asked to optionally associate a code with an outgoing call via a prompt that plays through his /her telephone handset. The user then types the numeric code(s) using the telephone keypad. The Cost Recovery Integration IVR will validate the user’s entry and allow for re-entry if invalid. When valid, the IVR application will transfer the call to its original destination. On an outgoing call, the IVR application will stop the call from proceeding until a valid client/mat ter code pair is entered either via the telephone keypad or via the desktop client interface. If a valid code is entered, the call details will be sent to the accounting system when the call disconnects. Note that for users in user groups set for “optional” account codes, the IVR will allow the call to proceed upon user input of a single “#” from the telephone keypad. If the single # is used, the call will transition to the una ccounted calls list for later assignment when the call disconnects. The Cost Recovery client is optional, as long as the IVR is enabled. Users may decide to always enter the code via the telephone keypad.
© 2013 ShoreTel, Inc.
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DNC (“Do Not Call”) For User Groups that are configured (in the “Code Type” tab of the Cost Recovery settings) for DNC, the Cost Recovery client is not applicable (unless they are ALSO configured for one or more of the other call types, Internal, Inbound, or Outbound). A caller in a User Group configured for DNC will not hear any interaction UNLESS the number of the outbound call the user has dialed appears in the DNC number file. If so, the caller will hear an announcement stating the call is on the “do not call” list.
© 2013 ShoreTel, Inc.
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Call Accounting The Cost Recovery Integration service outputs call details to a database, STPSCodeRecords.mdb. External expense and billing systems such as Equitrac or Copitrak can be configured to pull data from this database for final accounting. A System DSN within Windows’ ODBC data sources named STPSCodeRecords is available for ODBC connections in cases where the external reporting system may need this type of access. Cost Recovery Integration does not write a call record into the STPSCodeRecords database until the user has ind icated a code (or indicated no code is desired) via the Cost Recovery client application. Until this is done, calls will remain on the individual user’s “unaccounted calls” list until they are accounted for or until the configured ma ximum age of unaccounted calls is reached. If the maximum age of an unaccounted call is reached th e call will be processed (inserted into the STPSCodeRecords database) or discarded, per configuration (see section on server settings).
© 2013 ShoreTel, Inc.
