Bad Phone Numbers Report

This report, which is company-wide, shows all phone numbers with more than one error type call result during the search period.

Call Error Results

Error results are the undesirable call results which may occur on the VRU. The current list of Error Results in ARCOS are:

• Telephone - CPA Error

• Telephone - CPA Stopped

• Telephone - Expiry Error

• Telephone - ISDN Error

• Telephone - Line Blocked

• Telephone - No Ring

• Telephone - Out of Service

• Telephone - Unknown CPA Error

The data shown on the initial (summary) page reflects who (if anyone) has the phone number assigned to them NOW, and their location. The report, which is useful when checking for employees who have phone numbers that are not up-to-date, shows the phone number, the date and time the number was most recently called, the number of failed calls compared to the total number of outbound calls, who the number in question is assigned to, and the employee's current Level 4 location. The search defaults to the most recent 60 days, but can be changed by the user.

Failed Call

A Failed call is one in which ARCOS discards the call and retries it a set number of times. At that point, ARCOS ceases trying the number and saves the call result.

Drilling into the details shows all of the calls during the period, including error calls. The page contains the time and date when the call began, the person called, and their location at that time. The location shown on this page is actually the callout location, which may be different from the employee's home location that is shown on the initial summary page. The Result column shows the result of the call. The Reason column shows the error reason. The Error column is checked if the call resulted in an error and the row is highlighted in pink. The Failed column shows that ARCOS retried the call, or at least intended to retry the call (the callout may have gone to stopped/done). While this information can also be accessed using the Result Summary Report, this report is dedicated to finding the bad calls and is centered around the phone numbers. The Result Summary Report shows all call results.

Definition of the columns in the Result Summary Report.

Phone Number: The phone number in question.

Most Recent: Date and time that the phone number was most recently called.

# Error: The number of times that the phone number generated an error result.

Total Calls: The total number of calls made by the VRU to this number.

% Error: The percentage of calls made to the number that resulted in error (# Error / Total Calls).

Assigned To: Employee to whom the phone number is assigned.

OpCenter: The Level 4 location of the employee to whom the phone is assigned.

Detail: Links to the detail that shows the individual calls and their results, reason, whether the result was a failed result, the duration, the callout ID, and a link to the Individual Call Detail.

 

To Generate a Bad Phone Numbers Report

1. Click the Other Reports button on the Reports tab. The Other Reports selection screen displays.

2. Click the Bad Numbers button. The Bad Phone Numbers setup screen displays.

   

3. Select Start and End dates from the Calendar Picker. The default for this report is 60 days.

Calendar Picker

The Calendar Picker allows you to select both dates and times to be used in ARCOS.

The navigation with the mouse is straightforward; however, there are a number of keyboard shortcuts available for navigation and selection. In addition to mouse and keyboard functions, Calendar Picker uses color coding to denote certain things:

The current day is highlighted in pink.

The left blue arrow allows you to scroll back one year.

The right blue arrow allows you to scroll forward one year.

The left green arrow allows you to scroll back one month.

The right green arrow allows you to scroll forward one month.

Calendar Picker Navigation with Keyboard

Navigation	Keyboard Function
Move from one day to another	Up, down, left, and right arrow keys
Move one month at a time	Up and Left arrows move to the previous month Down and Right arrows move to the next month
Move three months at a time	Ctrl+Shift+Up or Ctrl+Shift+Left combinations move three months previous Ctrl+Shift+Down or Ctrl+Shift+Right combinations move to the next three months
Move one year at a time	Page Up key moves to previous year Page Down key moves to next year
Go to "Today"	Type t
Enter Hours	Type h then type the required number
Enter Minutes	Type m then type the required number
Enter Seconds	Type s then type the required number
Save	Press Enter
Cancel	Press Escape
Display Start Time Picker	Type s
Display End Time Picker	Type e
When selecting both Date and Time, it is advisable to select the Time first, because the Calendar Picker closes as soon as the Date is selected.

4. Click the Generate Report button, to display the report in the same window, -OR-

• Click the Generate in New Window button, to leave the current window open and display the report in a new window, -OR-
• Click the Reset button, to clear currently selected search criteria and return the selector to default settings, -OR-
• Click the Save button, to save the report. See Saving a Report for more information on this functionality.

5. Click the Detail link in the right column of the Bad Phone Numbers report to view more details on the selected result.

Bad Phone Numbers Report example:

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*Note: ARCOS documentation is a living document. For inconsistencies or missing features, contact ARCOS Support. Not all companies have all items in the Online Help.