Administration Guide

02 Dec 2022

TM and copyright © 2010-2022 Imagicle spa

 Table of Contents
Administration Guide.................................................................................................................................................................1/63
Description and Architecture..................................................................................................................................................1/63
Configuration Task List...........................................................................................................................................................3/63
Tariffs and Tariff Comparison................................................................................................................................................4/63
License Activation.................................................................................................................................................................16/63
Web Service API....................................................................................................................................................................17/63
Troubleshooting....................................................................................................................................................................18/63
PBX Configuration................................................................................................................................................................26/63
Cisco Hunt Group Calls Monitoring....................................................................................................................................33/63
Cisco Devices Adoption Reports.........................................................................................................................................38/63
Product Administration........................................................................................................................................................43/63
Call Analytics Configuration Wizard....................................................................................................................................47/63
Users list and extensions....................................................................................................................................................62/63
Administration Guide

Description and Architecture

Imagicle Billing is the ideal solution for the analysis and the accounting of the telephony traffic in a Cisco Unified Communication
Manager And Cisco Unified Communication Manager Express environments, applicable to midsized companies as well as large
enterprises.

Easy to use, multicarrier and ready to deploy, thanks to Imagicle Billing, both single site and multi site companies will be able to
centrally report and manage telephone statistics and traffic.

Imagicle Billing is based on a Microsoft® SQL Server database, thus granting maximum security with high level performance
even when archives reach millions of entries.

Imagicle Billing automatically organizes data into tables, produces preconfigured statistics and, thanks to the dashboard, provides
ready to use access to the needed data.

Scheduled Reports and alarms are available to send email concerning information, costs, use, efficiency, proper functioning and
more to help administrators, supervisors and users to get the needed information automatically.

Note: mixed (multi -pbx) environments are supported by adding additional drivers on project basis

Imagicle Billing correctly reports FAC and CMC.

Architecture

Imagicle Billing is a software only product that can be installed on a server running a Microsoft Operating System.

Imagicle Billing interacts with Cisco Unified Communications environment through a simple IP connection used to get the CDRs to
process: more specifically the CuCM / CuCME will send the CDRs via FTP to the FTP Server running on the Application Suite
machine.

Imagicle Billing processes the CDRs and inserts the data in a Microsoft SQL database that can run on the same server or on a
different one.

Having processed the calls, Imagicle Billing provides a web interface integrated in the Application Suite to access the different kind
of available reports, dashboard, alarms.

Administration Guide 1/63 Administration Guide

Imagicle Billing processes the calls with these independent steps:

The CDRs are sent by the PBX to the Application Suite server through FTP and dropped in a folder. The folder is monitored by a
service (Recorder) which parses the data and stores them in files with a standard format. A second service (Miner) reads the files,
calculates call costs and stores the result in the database. Once the calls are written into the database, reports can be directly
generated or scheduled through the web interface.

Administration Guide 2/63 Description and Architecture

Configuration Task List
Warning: you must install and configure the Application Suite before being able to configure the single applications.
Please go through the AppSuite Deployment, Main Configuration, and User Management sections before reading on.

For best results, we recommend configuring Imagicle Billing performing the following steps in exact order.

• Install the Application Suite Setup package

• The Setup will ask some general information and ask will you to execute Imagicle Billing Configuration Wizard
• When the Wizard closes log into the web interface and enter the user list
• Configure the PBX to send CDRs through FTP to the Application Suite server
• Configure the Application Suite general parameters
• Through the Administrative Page check that all Imagicle Billing services are running
• If you have a valid license, activate it now using the License page. If you do not have it yet, the application will run in
evaluation mode for 30 days

Administration Guide 3/63 Configuration Task List

Tariffs and Tariff Comparison
RDP Access is not available for Imagicle UC Cloud suite, please contact Imagicle support for any modification needed

Imagicle Call Analytics is bundled with the definition of the call costs of many well known telephony providers. Imagicle keeps the
costs tables updated year by year, but probably there is a custom contract between your organization and its provider. So you'll
need to edit a tariff definition to exactly match your contract.

If you want Imagicle technicians to prepare a custom tariff for you as a Professional Service just contact Imagicle Technical Support
department.

Tariff definitions and currency can be modified for each gateway, since you can have different gateways in different countries.

To edit a tariff definition, run the configuration wizard, select the gateway an click next until the "Country and Area" form appears.
Fill the form and click next.

The list of the tariff that will appear on the next form depends on the selected country.

Administration Guide 4/63 Tariffs and Tariff Comparison

To create a new tariff definition from scratch, click the "new" link". To create a new tariff based on an existing one, click
"Duplicate", then select the name of the tariff definition on the "available tariffs" list and click "Modify".

Tariff definitions are stored in .mdb files. If you received a new file from Imagicle Technical Support team you can add it to the list
by clicking on the "import" link.

Note: the tariff selection list is filtered by country, that is, only tariff which apply to that country will be shown.

To edit the tariff in use, select it and complete the wizard saving the changes. Then run the configuration wizard again and return
to the "telephone tariffs" page. In the "Tariff to be used" list, select the item you want to edit and click on the "modify" link below.

How to edit tariff definitions

Call costs are calculated on a best match criterion. If a call destination number is 02553344 and you have two entries, one with
prefix 02 and one with prefix 0255, the second one will be used because it is more restrictive.

The list to the left displays the prefix groups. They are usually grouped by call destination type.

Administration Guide 5/63 Tariffs and Tariff Comparison

Clicking on a prefix group displays the list of the associated prefixes.

Administration Guide 6/63 Tariffs and Tariff Comparison

Changing the tariff name and General data

Click the tariff name to change it, click the carrier interconnection code to set it (if needed), click 'Valid from' to change the tariff
validity. Click monthly fees to edit them (see the 'monthly fee' paragraph).

Monthly fee settings:

Click Monthly fee (top right) to display the fee list.

Click Add to add a new fee or Edit to modify an existing fee. Creating and editing a fee means entering a description, the fee
amount and the recurrence. Also, it is required to specify if the fee refers to the single line or not in order to have a correct
calculation of the tariff comparison (see below).

Create or edit the destination groups

The orange buttons on the left display the destination groups that contain a list of area codes with the same time bands or the
same cost per minute.

Administration Guide 7/63 Tariffs and Tariff Comparison

Click New to create a new group and type in the name. Then, hit the enter key. In order to delete a group, click the name next to
the orange dot and drag it onto the Bin.

Selecting a group of an existing carrier displays on the right side the costs according to the days of the week and the time bands.
Click the cost to edit it and click the ends of the bands to move them.

Editing Destination Group Costs and Properties

To the right of the destinations list which are included in the group, the group settings are displayed, including costs. The settings
(and the costs) apply to all the destinations in the group. If calls made to a given destination has a different cost, it has to be
added to another group (existing or new).

Click on them to edit.

Administration Guide 8/63 Tariffs and Tariff Comparison

Setup fee

The fixed cost charged at the call connection, if any.

Minimum cost

If set, a call cannot cost less than this number. If the call cost is lower the minimum cost, then the cost is automatically increased
to this value.

Minimum duration

This duration indicates the minimum duration of the call. If for example this value shows 10 seconds and a call ends after 5
seconds, the call cost is calculated as if it was a 10 second call.

Setup Fee Duration (Ring time duration)

Time after which the cost per minute begins. The cost setup is applied immediately and, after the ring time duration, the time
band cost is applied (see below).

Note: Starting from Imagicle UC Suite ver. [Link].1, we have improved the way we calculate call costs for transferred calls,
where multiple legs are associated to a single outbound PSTN call.

Advanced settings

Administration Guide 9/63 Tariffs and Tariff Comparison

Call duration rounding: 1 is the minimum value and has no effect. If eg a value of 30 seconds is entered, the duration of the call is
rounded to the closest value (up or down), according to the rounding type.

Cost rounding: like the duration rounding, but calculated on the cost values. Eg in case this value is set to 10€, a 6€ call will
be rounded up to 10€. This feature also replaces the pulse calculation system.

Dial time: this feature is useful in case the pbx calculates the call duration starting from the dialling of the number (not very
common) because the pbx is not able to establish the moment the called person picks the call up. In this case, the real duration is
shorter than the logged one and is unknown. In this case an average duration is subtracted from the duration and the cost
calculation is not precise.

The lower part of the window, under the costs per minute, shows the following options.

Administration Guide 10/63 Tariffs and Tariff Comparison

Setting the way the costs change

The cost of the calls changes according to the duration

In this case the cost per minute changes according to the duration of the call. Eg the first 60 seconds can cost 0,15£ and the rest
of the call can cost 0,10£ per minute. The time bands can be more than one, according the tariff plan.

The cost of the calls changes according to the distance

Administration Guide 11/63 Tariffs and Tariff Comparison

In this case the cost per minute changes according to the distance of the destination.

Changing the tariff costs and relevant time bands

Costs can be edited graphically, as well as the time bands. To create or change time bands, click on the border of the time band
and drag the small black square. To edit the costs, click on the number.

All the costs are calculated per minute and are calculated on the length of the conversation (in seconds). Costs do not include
taxes (VAT) and are refer to the main currency.

Note: Starting from Imagicle UC Suite ver. [Link].1, it is possible to tweak the tariff to properly calculate the call cost, even if
the call is crossing multiple time bands, with different call rates, like above sample. This improvement is enabled from Tariff
Editor's top-left "Options" button.

Editing the list of destinations

In order to change the list of the destination prefixes included in the group, click 'Edit area code list'. The available code list will be
displayed on the right side, in place of the costs. Select those to add and use the single arrow to move them to the left hand side.
The double arrow moves all the area codes to the left.

A drop down list (top right) will display different destination types to chose from.

Administration Guide 12/63 Tariffs and Tariff Comparison

In order to add a new area code that is not available in the archive, select the type of destination to create (top right, eg. National,
Mobile, International, etc) and click New below the yellow arrows. The type in the code, destination name and, optionally, the
latitude and longitude.

Warning: please avoid to create duplicates. I.e. a prefix must be included in one destination group only.

Summary view and print

Below the destination groups, the view summary command is displayed:

Administration Guide 13/63 Tariffs and Tariff Comparison

Tariff Options

During the editing of a Destination Group, you can click top-left "Options" button to pop-up the following configuration window:

Here, for each Destination, you can select the call originating Area, the currency used for cost calculation and how the costs are
calculated. If "Fixed rate" is selected, call cost is calculated using only the cost of the time band when call started. If "Variable rate"
is selected, call cost is calculated by using all the involved time band costs per minute across whole call duration.

Administration Guide 14/63 Tariffs and Tariff Comparison

Tariff comparison

Powerful tool for having an exact calculation of the most convenient tariffs. This tool calculates a month of calls using different
selected tariffs, the calculation includes rental, monthly and subscription fees. This tool offers a unique and effective method for
evaluating the offer that best fits one's telephone habits. A calculation that is only based on the cost per minute or on the monthly
fees is not enough: only an exact simulation would tell how much one can save or waste with different telephone carriers.

In order be able to compare costs, select a second tariff from the list in the "reference carrier" page of the Configuration Wizard.
Then run the comparison reports from the web interface.

Administration Guide 15/63 Tariffs and Tariff Comparison

License Activation
Imagicle Call Analytics is licensed per number of managed extensions regardless the number of sites or gateways and users. You
can monitor the following directory numbers:

• First Extension number and optional First Extension Number Alias (counting as a single license)
• Fax number and optional Offnet fax number (counting as a single license)
• Voice Mail number

After installation, the application will run for 30 days in evaluation mode with full features.

Acquisition is blocked when the license limit is overcome

If billing is enabled for more than 250 lines, call data will be acquired from the PBX and stored locally, but you won't be able to
see them in reports until you disable the exceeding lines. This way you won't loose any call form the PBX, provided gateway
configuration has been made. When you bring the number of monitored lines under the license limits, the miner process will start
to import them into the database again.

Evaluation

The application will run for 30 days in evaluation mode. During evaluation, it will allow you to activate the billing feature for a
maximum of 250 lines configured in the user's list.

How to activate the license

The license can be activated by purchasing the product from Imagicle. You can enable the license in the license page as
described in the Application Suite common configuration section of this guide.

Administration Guide 16/63 License Activation

Web Service API
Please download the documentation here.

English

Italiano

Administration Guide 17/63 Web Service API

Troubleshooting
If you were able to configure and run Imagicle Call Analytics services, but you think that Imagicle Call Analytics is not behaving as
it should:

• Access and review the System Status page in the administrative panel
• Run the Configuration Wizard again to correct the problem

System Status Page and basic diagnostics

You can easily diagnose configuration problems through the Service Status page. This page can be accessed through the
"Administrative Page" link on the Call Analytics services menu.

Basic test: Check the gateway configuration, make a test call and see if it has been received. If the "Last acquisition date" in the
Recorder panel changes then the call has been transferred form the CDR file to a local backup file which will be read by the Miner.
This means that the PBX is correctly configured and that the FTP service is working. Check also the "Last Succesfully Imported
Calls" list.

Tariffs and call costs: When the miner is able to calculate call costs, the "Last Imported Call" date and time changes in the Miner
panel.

Note: You might see an old date such as 1981... This means that no call has been imported.

Extension List: on this panel you can verify that the monitored extensions are the one you expect.

Administration Guide 18/63 Troubleshooting

Issues on call importation (i.e. when the call is dropped) are mostly related to extensions which are not configured or enabled. In
the following table you can check the number of the extensions being monitored. The maximum number of monitored extension
is limited by the product license.

Here you can see if your call has been imported into Imagicle Call Analytics database:

If scheduled reports do not run, check the service status here:

Press the "Refresh" link to update the panels.

Advanced Diagnostics and Troubleshooting

If you experience problems of technical nature, before calling technical support please:

• Read the Most Common Issues section to have hints on what the cause of the problem might be
• Review the advanced checklist

Common issues

Administration Guide 19/63 Troubleshooting

Call Analytics records not showing under home and dashboard in the web interface

After adding the Imagicle server under CDR management in the serviceability section of CUCM, no CDRs are shown under home
and dashboard section of the Imagicle interface. In case this happens, the following actions should be taken:

• Check that the CDRs are received under C:\Program Files (x86)\StonevoiceAS\Apps\BillyBlues\Engine\ccm5cdr
• If they are not received, check that in CUCM CDR management (found under Cisco Unified Serviceability-->tools) you
have input the correct credentials and IP address of the Imagicle server.
• Check that the CDR services (check below) are running on all the CUCM nodes.
• Check that under "Control center-Network services" , the following CDR services are running:
♦ Cisco CDR Repository Manager
♦ Cisco CDR Agent
• If all of the above checks passed, try the following steps:
♦ Restart "Cisco CDR Repository Manager"
♦ Check that under service parameters-->Cisco CallManager service--> the following parameter is set to true:
"CDR Enabled Flag"
• Check that the "Call Analytics Miner" process is started under Call Analytics ⇒ Administrative page
• Verify that no Antivirus on the server is blocking the "bminer" process. Common Antiviruses like Symantec Enterprise
protection (SEP) block the bminer process responsible for the importation of the call records from the CDRs files. They
usually confuse this process with Crypto mining processes due to similarities in the name, so they block its activities. In
order to solve that problem, the Antivirus admin should not only whitelist the [Link] from being scanned and
protected but the whole StonevoiceAS directory which is by default located under: C:\Program Files (x86)\StonevoiceAS
on the server for the Call Accounting optimal operation.

Some Call Analytics records not showing under home and dashboard in the web interface

• Check if there are some extensions that exist on the CUCM but are not defined on the Imagicle server. In order to verify
that, go to Call Analytics ⇒ Administrative pages ⇒ System Status ⇒ "show extensions not defined" for each
CUCM and gateway added. Check that the user with the corresponding Call Analytics extension are created under "user
management" and has the option "enable Call Analytics for first extension number" checked.
• Check if there are discarded calls under Call Analytics ⇒ Administrative Pages ⇒ "show discarded calls". If there are
a number of discarded calls next to that button, check that there is enough Call Analytics licenses to accommodate for
all the extensions.

Specific scenarios troubleshooting

This section describes typical problem scenarios and their causes. Please test incoming and outgoing calls first. When they work
you can test calls between internal extensions. Then test international calls.

No call is imported From Any Gateway

You made both internal and external calls from and to different numbers but the calls do not appear in the Home page or in the
Call List report.

-> On the license page, check that the evaluation period is not over or that the license is valid

-> Log out from the server, then check the status of the services from the service page. Both the Recorder and the Miner must be
still running. If the icon close to the service name is not Green, restart the service from the web interface

-> Check the number of discarded calls. If all the calls are discarded, it can be a license issue. Check the maximum number of
allowed extensions on the diagnostic page. If no extension appears in the extension list, edit the users list and make sure that
both the "first extension" and the "Enable Call Analytics for first extension" fields are set

All the calls are reported as internals

Administration Guide 20/63 Troubleshooting

The calls do appear in the home page, but even if the caller or the called is an external long number, it is reported as internal and
the calculated cost is 0.

-> One or more of the gateway IP addresses are wrong. Please run the configuration Wizard again. Remember that if the CDR
come from the CuCM, when you configure a gateway you must select "I'm connected to the PBX with CallManager". If the CDR
come directly from the CuCME, you must select "I'm connected to the PBX with CallManager Express".

A specific call is not imported

Outgoing calls from some extensions are billed as expected (regardless the exit gateway). External calls originated from a specific
extension are not.

-> The call has been discarded. Check the extension list in the Diagnostic Page and look for that extension. Then look in the User
Management list and make sure that the "first extension" corresponds to the extension the user is using and the "Enable Call
Analytics for first extension" field is set. Then you can try re-importing discardes calls (Administrative Page->Reprocess discarded
calls).

Calls are imported randomly

Some extension has the call reported, other extensions do not, but you cannot tell which one and why.

-> This is a license issue or a voice gateway not listed during gateway setup. Register the product, run the configuration wizard
again and add the missing gateway. Remember that all the calls exit points must be added to the gateway list, including SIP
providers, GSM gateways...

Imagicle Call Analytics suddenly stops importing calls

-> This could be a license issue (e.g. evaluation over) or one of the services not running.

The call is reported but some information is missing

You can check this condition by the Call List report.

-> Configure all the user's fields. Updated information will be available for new calls. If you want to update report information for
old calls, recalculate the Telephone calls costs.

You can run reports from web portal, but you cannot get them by email

You configured a report, tested it interactevely to ensure that it does not produce an empty report, but still you cannot get the
scheduled reports through email.

-> The issue is probably related to an antispam program or to the maximum attachment size on the email server. Try also a
different report.

Some costs are not calculated, or wrongly calculated

In the Home Page some call shows no cost even if it is reported as outgoing answered (length > 0).

-> Most probably you did not set the dial out prefix or the prefix to be stripped from incoming calls for one or more gateways.
You'll see a leading 0 or 9 in the called or calling number in the Home page. Run the configuration wizard again, enter the prefix,
and check that it is stripped from the called / Calling number.

-> If the called number is correct, then the destination is missing in the tariff. Run the tariff editor, click "show costs" and look for
the destination of the call by entering the prefix in the search textbox.

Administration Guide 21/63 Troubleshooting

The phone numbers in the reports are not as expected

-> Probably the international prefixes configured on the gateway list do not match the incoming number format. Enter the right
prefix through the Configuration Wizard or change the PBX configuration, then Reprocess the discarded calls.

Some calls are listed in reports or Home page with wrong date/time

Check IAS date/time settings are correctly configured on both IAS instances (Windows NTP synch). Please check also the time
zone applied into each gateway, from Call Accounting Wizard.

Running any Call Accounting report shows empty results

Check that the windows server where the Imagicle applications are installed, has the right date and time.

Call Accounting "Miner" application is stopped and I can't restart it from Imagicle admin web portal

• Open Windows services console (start -> run.. | [Link])

• Stop Blue's Service Host (right click -> stop)
• Manually start Miner and Recorder by executing relevant apps:
♦ <StonevoiceAS>\Apps\BillyBlues\Engine\[Link]
♦ <StonevoiceAS>\Apps\BillyBlues\Engine\BluesrecPro\[Link]
• Open Windows services console (start -> run.. | [Link])
• Start Blue's Service Host (right click -> start)

FTP-related troubleshooting

If no CDR comes from the PBX, it is most probably an issue with the PBX credentials. A firewall may be blocking FTP. To ensure
that the FTP service and the CuCM are properly configured, make a test call, wait five minutes and check the FTP log files.

Log files are located in these folders:

• Windows 2003 C:\WINDOWS\system32\LogFiles

• Windows 2008: C:\inetpub\logs\LogFiles\FTPSVC1
• Windows 2012: C:\inetpub\logs\LogFiles\FTPSVC2

Check CUCM CDR services are running

In CUCM, check that under "Control center-Network services" , the following CDR services are running:

• Cisco CDR Repository Manager

• Cisco CDR Agent

If both services are running, try the following steps:

• Restart "Cisco CDR Repository Manager"

• Check that under service parameters-->Cisco CallManager service--> the following parameter is set to true: "CDR
Enabled Flag"

Check Imagicle Call Analytics services

Imagicle Call Analytics engine relies on four different windows services and one database, as described in the application
architecture chapter:

• Imagicle Call Analytics Recorder parses the CRDs generated by the PBX and stores call data in standard format

Administration Guide 22/63 Troubleshooting

 • Imagicle Call Analytics Miner reads the stored calls, calculates call costs and puts them in the database
• Imagicle Call Analytics Scheduler manages scheduled alarms
• Imagicle Call Analytics Service Host starts and stops the other three services

You can check the status of Imagicle Call Analytics services, start and stop them through the Administrative page, clicking on
Service Manager.

Recorder

If the recorder does not start check the gateway configuration by running the Imagicle Call Analytics Configuration Wizard from
the Start menu. When the Recorder is working and the CuCM is sending CDRs, the file [Link] located in the c:\Program
Files\StonevoiceAS\Apps\BillyBlues\Engine\BluesRecPro gets bigger.

If the CDR are dropped to the local folder but the file [Link] does not grow, the CuCM driver is not configured.

Miner

The miner cannot run if the database is inaccessible or not configured. To setup the database connection Imagicle Call
Analytics Configuration Wizard from the Start menu. See also Database Maintenance.

The files BluesRecSIT*.txt located in the c:\Program Files\StonevoiceAS\Apps\BillyBlues\Engine\BluesRecPro are reset when the
Miner service writes the call information into the database. On the contrary, if they continuously grow, the Miner is not working. If
they are empty but your calls are not reported, the Miner is working but the calls are being discarded.

Scheduler

The scheduler sends reports by SMTP. Ensure that the email parameters are correct and test them through the Configuration
Wizard. Ensure that no firewall or antivirus is blocking outgoing SMTP connections or email attachments. Check also the Email
server log files.

Service Host

The service host is always running and usually there is no need to restart it. Imagicle Call Analytics Service Host status can be
checked through Windows service management console (the name of the service is "Blue's Service Host"). If none of the other
three services can be started, check the status of the Imagicle Call Analytics Service host on the machine.

Service account

If the services do not start the issue may be related to users' security permissions on the server.

By default the services are run using the account which has been created by the IAS setup package. If Call Analytics Service Host
is running, but Call Analytics services do not start, try changing the service account through the "Change Service Account" button
on the web interface. Enter the credentials of a local administrator or domain administrator. If you use a local administrator, in the
"domain" field enter "local", "." (dot), or the Computer Name.

Check that Antivirus is not blocking the "bminer" service

Verify that no Antivirus on the server is blocking the "bminer" process. Common Antiviruses like Symantec Enterprise protection
(SEP) block the bminer process responsible for the importation of the call records from the CDRs files. They usually confuse this
process with Crypto mining processes due to similarities in the name, so they block its activities. In order to solve that problem, the
Antivirus admin should not only whitelist the [Link] from being scanned and protected but the whole Stonevoice directory
which is by default located under: C:\Program Files (x86)\StonevoiceAS on the server for the Call Accounting optimal operation.

Call Analytics data acquisition stopped due to SQL Server Express saturation

Administration Guide 23/63 Troubleshooting

Call Analytics Miner cannot import new calls when the database size approaches the threshold limit imposed by the MS-SQL
Server Express license i.e. 10GB, but it can still deal with the retention policy.

Therefore, in this scenario, a dedicated warning message is shown in the Administrative pages ⇒ Service Manager:

Similar error message appears also in Administrative Pages ⇒ System Status:

If this scenario occurs, the retention policy must be changed to avoid database saturation. See here for more details.

Database Maintenance

The first time you run the Configuration Wizard, it creates connection to the SQL server. Then it creates a database named "IAS".
Once it is created, the Wizard adds tables and stored procedures.

The database structure is automatically updated by the Miner service. If this service cannot start the database structure can be
corrupt or incomplete.

You can check the presence of the tables by accessing it through a suitable tool, such as Microsoft Management Studio Express.

Administration Guide 24/63 Troubleshooting

Check that System Requirements are met

Poor machine performance may affect Imagicle Call Analytics functionality. If the web interface is slow, or if you cannot access
reports, log onto the IAS server to check memory usage and free disk space.

Please ensure that the server or the virtual machine conforms to minimum system requirements stated in the Hardware and
Software compatibility list in the product home page on Imagicle web site.

Check license

If Call Analytics seems to discard calls randomly it can be that your license doesn't cover all the extensions you need. You must
not enable Call Analytics for more extensions than your license allows.

Check Number Translations

The exit codes configured on each gateway must match the Voice Gateway translation rules, and the number transformations
configured into the Call Manager's translation patterns. When they do not, you'll experience problems with cost calculations and
some call will be dropped.

Log Configuration

This page lets you tune the way log files are generated. Do not change these parameter under normal circumstances, since the
log level affects performance.

You can enable log separately for each service. You can also enable log files for the web interface.

The Clear button resets log files, while the Create Info File generates an archive which contains useful information to be sent to
Imagicle Technical Support. No personal information is collected.

You can also manage and collect log files through the Support Page in the general Application Suite administration menu.

Administration Guide 25/63 Troubleshooting

PBX Configuration
This section describes:

• Cisco Unified CallManager Configuration

• Cisco Unifiled CallManager Express Configuration and Caveats

Cisco Unifiled CallManager Configuration

On the Unified CallManager enable CDR by selecting the "System" -> "Service Parameters" menu.

Then from the select box click on "CallManager service"

Administration Guide 26/63 PBX Configuration

On the System section, set the 'CDR Enable Flag' to TRUE

As of CDR enablement, the CDRs will be generated by the Cisco Unified Communications cluster.

Note: Make sure the above configuration is applied to all nodes of the cluster where Cisco CallManager service is active.

Warning: Calls made before enabling CDR will NOT be available as no CDR was provided by the Cisco Unified Communications
cluster.

Administration Guide 27/63 PBX Configuration

Please ensure that call trace information is not sent through FTP. Enabling call tracing will cause the PBX to generate diagnostic
files (which names have the "cdm_" prefix) that can interfere with Call Analytics activity. To disable CDM files generation, on the
same configuration page locate the Clusterwide parameters" section. Set "Call Diagnostics Enabled" to Disabled.

Specific setting for Hunt Group calls monitoring

If you are going to enable your Call Analytics application to document incoming calls to Cisco Hunt Groups ([Link].1 release
and above), please make sure to properly set the parameter "Show Line Group Member DN in finalCalledPartyNumber CDR
Field" to True. See below sample:

Billing Application Configuration

On top right pull-down menu, please select "Navigation" ⇒ "Cisco Unified Serviceability"

From "Tools" menu, please select "CDR Management"

Administration Guide 28/63 PBX Configuration

Select Add new from Billing Application Server Parameters

Please fill the form with the following data:

• Host Name / IP Address*: Imagicle UC Suite IPv4 address or FQDN. Starting from [Link].1 release, you can also
enter here an IPv6 address, providing you enable SFTP connection.
• username: anonymous
• password: billyblues
• Protocol: FTP or SFTP
• Directory Path*: /billyblues/
• Resend on Failure: flagged

Administration Guide 29/63 PBX Configuration

Click on the "Add" button. If the FTP connection to the server running on the Imagicle UC Suite is successful, the Billing Application
will be added. If no connection can be established the operation will fail.

If you choose SFTP secure protocol, please find more info here.

Quick FTP troubleshooting tips

• Check read and write permissions on the ccm5cdr folder

• Open IIS manager to know the log folder location and check FTP logs
• Press the Current connections button to see
• Use windows FTP client to test the connection

Administration Guide 30/63 PBX Configuration

Tips for Cisco CuCM users: MGCP reporting

When a gateway is controlled by MGCP, the voice port number is stored in the Line field in Imagicle Call Analytics database.
When you setup your reports and alarms you can show, filter or group the calls by this field to monitor your lines activity.

Cisco Unified CallManager Express Configuration

Imagicle Call Analytics for CallManager Express relies on the CDR through FTP feature, which is available on CME beginning with
version 7. IOS and CME versions which do not send CDRs through FTP are not supported. To enable this feature, enter the
following commands through a privileged login:

gw-accounting file
primary ftp x.x.x.x/BibCme1/ username anonymous password SvBillyBlues$
secondary ftp y.y.y.y/BibCme1/ username anonymous password SvBillyBlues$
maximum buffer-size 15
maximum retry-count 4
maximum fileclose-timer 60
maximum cdrflush-timer 65
cdr-format detailed
acct-template callhistory-detail
!

where x.x.x.x is the Call Analytics server name/IP address, y.y.y.y is the Call Analytics backup server name/IP address and
BibCme1 is the first FTP folder automatically created by the setup program. If you need to configure more gateways, use BibCme2
for the second gateway, BibCme3 for the third an so on. The setup program creates ten FTP folders.

Troubleshooting CuCME configuration

You can use the following command to force CUCME to send CDRs to Call Analytics:

Administration Guide 31/63 PBX Configuration

file-acct flush with-close

This command must be manually entered whenever the network connections between the router and Imagicle Call Analytics fails
for a long time (longer than the configured timeout multiplied the number of retries).

The following debug commands may be used for troubleshooting:

debug voip fileacct

debug voip dump-file-acct

If debug shows problems in sending CDR to Imagicle Billing, you can reset the file accounting system through the command:

file-acct reset

Call Analytics for Callmanager Express caveats

Imagicle Call Analytics supports a lot of call dynamics and reports incoming, outgoing and internal calls.

Different commands/approaches for mapping external to internal numbers are supported:

• num-exp
• translation-rule
• ivr tcl scripts

The following are NOT supported and the calls discarded:

• Dialplan-pattern
• Ephone-dn secondary

Internal calls and dial plan length

Call Analytics for CuCME distinguishes internal from external calls through the dialing plan length. This is a parameter to be
configured through the configuration wizard. Calls to number shorter or equal to the dialing plan length are considered internal.
The maximum supported length for a dial plan is 8 digits.

• Dialing plans longer than 8 digits are NOT supported (corner case)
• Outgoing calls to numbers shorter than the dialing plan are NOT accounted (i.e. are reported as internal calls). E.g calls
to emergency number 0911 with a dialing plan 4 digits long.

Overlapped dial plans

In multi-site CuCME environments, overlapped dialing plans are NOT supported. For example: 201 cannot exist on different sites.

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Cisco Hunt Group Calls Monitoring
Starting from [Link].1 Imagicle UC Suite release, Call Analytics application can document incoming calls hitting Cisco Hunt
Groups and handled by relevant Group members.

All Hunt Groups-related calls are imported by Call Analytics, even if there are no Imagicle Users associated to Hunt Groups pilots
and Hunt Groups members. Nevertheless, Imagicle strongly suggests to add relevant DNs in UC Suite's Users database, in order
to associate each DN to a name, department and any other useful particular to better identify named users and HG service
name.

If named users are added in a later time, you must execute a call recalculation from Call Analytics' Administrative Pages, to
associate previous calls to relevant name, dept, etc..

Any answered call hitting a HG is assigned to relevant HG member*. Unanswered calls are assigned to relevant HG pilot, without
supplying any information about operator(s) who did not answer the call.

Note: *as per Cisco documentation, when complex call flows are involved, the relevant HG member could not be determined, in
this case the call result as answered by the relevant HG pilot and the HG member info is missing.

Hunt groups analysis can't supply information about the distribution algorithm configured in each HG, because this data is not
included in Cisco CDRs collected from CUCM.

Additional CUCM configuration

In order to properly collect Hunt Groups related information, the following configurations has to be applied on Cisco UCM "service
Parameters":

• Show Line Group Member DN in finalCalledPartyNumber CDR Field = TRUE

• Show Line Group Member Non Masked DN in finalCalledPartyNumber CDR Field = TRUE

If first parameter is left with default "false" value, all calls are assigned to hunt group pilot. The second parameter should be set to
"True", otherwise calls to agents are documented with PSTN number, instead of internal DN.

Above parameters apply only to basic calls that are routed through a hunt list without feature interaction such as transfer,
conference, call park, and so on. If a feature is involved in the call (complex call flow like UCCX transfer), call will be assigned to
the hunt pilot DN regardless of the setting in this parameter. These parameters do not apply to Cisco Unified Communications
Manager Attendant Console, where you can leave both of them to "False".

Hunt Group Calls Licensing

Cisco Hunt Groups usage is normally dedicated to small/medium companies who don't want to invest for a proper call queuing
and distribution application, but still they want to monitor the traffic hitting those answering groups.

To allow an extra cost savings on Hunt Group calls monitoring and reporting, Imagicle Call Analytics enables this feature by just
purchasing a Call Analytics license covering all CUCM users. Once the license is activated on Imagicle UC Suite, all Hunt Groups
and relevant members calls are imported and documented through specific Hunt Group reports. All involved HG pilot numbers
and HG members DNs appear in HG reports in anonymous format, unless the Administrator populates UC Suite's Users database
with named HG member users and HG pilots, unchecking "Enable billing for first extension number" flag.

Generic Reports including HG data

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All Imagicle Call Analytics reports are HG-enabled. Some of them, including a field chooser, can actually display HG pilots and HG
members straight into their layout, like below "Call List" report sample:

You can also apply custom filters, based on HG pilots and members, like below sample:

Specific Hunt Group Analysis Reports

To facilitate administrators who need to dig deeper into Hunt Groups traffic and operators' performances statistics, Imagicle
provides a specific report category for this purpose, called "12-Hunt Group Analysis". Within this report category, you can find four
HG-dedicated reports:

Hunt Group Summary

Administration Guide 34/63 Cisco Hunt Group Calls Monitoring

Hunt Group by Extension

Administration Guide 35/63 Cisco Hunt Group Calls Monitoring

Hunt Group Calls Details

Administration Guide 36/63 Cisco Hunt Group Calls Monitoring

Hunt Group Busy Hours

Administration Guide 37/63 Cisco Hunt Group Calls Monitoring

Cisco Devices Adoption Reports
Starting from [Link].1 Imagicle UC Suite release, Call Analytics application can document which phone devices are used by
users, together with most/less used devices and users' devices adoption trends.

Additional configuration

If you are leveraging an Imagicle UC Suite prior to [Link].2 release, then you need to manually enable AXL "Complex User
Logic" by following this KB.

Generic Reports including Device data

Both device model and device name are included into Cisco UCM CDRs, for both local party and remote party. The following fields
can be shown in all those Call Analytics reports where the "Field selection" is included in report options:

• Device model
• Device name
• Remote device model
• Remote device name

See below "Call List" report sample:

Administration Guide 38/63 Cisco Devices Adoption Reports

You can also apply custom filters in ANY report, based on device name and model, like below sample:

Specific Devices Adoption Reports

To facilitate administrators who need to verify phone device usages, Imagicle provides a specific report category for this purpose,
called "13-Model and Devices analysis". Within this report category, you can find two dedicated reports:

Device Models Adoption

Administration Guide 39/63 Cisco Devices Adoption Reports

Device Usage Trends

Administration Guide 40/63 Cisco Devices Adoption Reports

Administration Guide 41/63 Cisco Devices Adoption Reports
Administration Guide 42/63 Cisco Devices Adoption Reports
Product Administration

Starting Services

The latest step to complete the configuration is starting the billing services by accessing the Manager Service link through the
Billing menu.

A set of icons will appear, representing Imagicle Billing administrative tasks. Click on the Service Manager icon.

Here you can manage the different components of Imagicle Billing. The icon on each service shows the status:

• green is running
• red is stopped
• yellow is running in debug/manual mode

For Imagicle Billing to correctly import and report calls, all the services must be running in green status. Start each component one
by one, paying attention to alerts and messages. If one of the components shows a yellow icon, stop and start it again.

Warning: The services will be running with the administrative account you choosed during the IAS package setup. If you
experience problems in starting them through the web interface you can try changing the account through the "Change Service
Account " button.

Data Retention

It is possible to specify maximum lifetime (in days) of historical data. That is, older data will be periodically deleted. Set it to zero (0)
to disable automatic deletion. Please, notice that this setting may impact on the database size.

Managing reports

The reports list and properties can be managed through the Administrative pages, clicking on the Manage Reports icon.

How to Upload a Logo

Imagicle Billing adds a logo on the top right corner of each report. It is possible to customize the logo by browsing a bmp, jpg, gif,
png, ico image to upload. It is also possible to restore the original logo through the "Restore Default" button.

The Report Manager

The Manage Reports section allows the administrators to change the level of permission required to use a report. For a
description of the permission levels available to Imagicle Billing users, please refer to the User's list configuration in the General
Appilcation Suite Configuration section of this guide. Users who do not have the selected level of permission won't be able to see
the report.

Managing User Reports

The Manage Reports section allows administrators to apply changes on Personal Reports. By clicking on the "Edit" button you can
modify:

• Report Name: the displayed name of the report

• Group: the category of the report used to group on the Interactive Reports page.
• Minimun Role: who can access the report
• Question: Report description
• Order: Report position on the list

Administration Guide 43/63 Product Administration

Time Zones Handling

Starting from Imagicle [Link].1 release, Imagicle Call Analytics supports the definition of multiple time zones, to be used for
correctly tag call accounting data to the proper local date and time.

Call Analytics "Home" and "Dashboard" pages are displayed using the default time zone, while reports can be executed by
applying the local time zone, available in each report's options.

Imagicle Call Analytics can handle up to 10 different time zones in a single appliance, plus the system time zone. The list of chosen
time zones can be populated from web portal: Call Analytics â Administrative Pages â Time zones preferences.

Just move required time zones from left pane to right pane and select the time zone you want to use as default.

When you hit Save, you will be prompted to confirm call reprocessing job, required to update existing call accounting data to
above time zones. Please be aware that this task might require several time, depending on number of archived call data and the
number of selected time zones. Once reprocessing job is started, it can't be interrupted and time zones configuration is locked.

Administration Guide 44/63 Product Administration

During above calls reprocessing job, you can run reports by selecting already processed time zones (if any) from "Report options"
panel.

If you are running a redundant Imagicle HA cluster, time zones configuration can be applied on main cluster node only. Other
node(s) can just display time zones configuration.

Administration Guide 45/63 Product Administration

If Imagicle Call Analytics already include some scheduled reports, created before UC Suite update, they keep on running by using
system time zone. If you want to correctly associate scheduled report to a local time zone, you should delete the scheduled report
and repeat the schedule in the chosen time zone.

Limitations and caveats

• Custom reports developed by Imagicle Advanced Services don't support time zone selection, so they can run based on
system time zone..
• Upon report scheduling, recurrence start date and time are both referring to system time zone.
• When Time Zone feature is used, SQL Server occupancy becomes higher. It changes from approx. 700MB to 820MB per
million calls. As a consequence, embedded SQL Server Express capacity allows to store up to 12.8 million calls.

Administration Guide 46/63 Product Administration

Call Analytics Configuration Wizard
"Imagicle Call Analytics Configuration" is the configuration wizard that must be run right after the deployment of a new Imagicle
UC Suite, to enter CUCM cluster and/or Call Manager Express platforms, together with gateway topology of your Cisco UC system
architecture.

Note: Call Analytics configuration wizard can be manually started by clicking on "Imagicle Call Analytics Configuration" desktop
icon, accessible from Imagicle UC Suite file system. Please remember to always run this tool as Administrator. This configuration is
NOT available through the Web interface.

Cisco Calling Platforms configuration

Once Call Analytics Wizard is launched, it is prompting to enter the Cisco Calling platform(s) you wish to add in your telephony
topology. You can add here one CUCM cluster and multiple Call Manager Express appliances.

If you need to amend an existing configuration, please start reading from below "Add Gateway details" paragraph.

Add CUCM cluster

• Enter a name of your choice in "Reference name", identifying your CUCM environment
• Choose connection type "Cisco CallManager"

• Hit Next and choose a path where to retrieve Cisco raw CDR files. Please leave default path, unless embedded (s)FTP
server is pointing to a different folder.

Administration Guide 47/63 Call Analytics Configuration Wizard

 • Hit Next to display "Gateway List" page. Here you need to add, one by one, all the Voice Gateways or SIP Trunks used by
CUCM to route calls from/to PSTN. This might include SBCs, GSM gateways or another PBX with PSTN breakout. For each
entry, please add:
♦ Gateway name: An alphanumeric identifier of your choice
♦ IP Address: Gateway's or SIP Trunk's network address

If your telephony architecture includes multiple CUCM clusters, please add in the list all gateways/trunks interfaced to all CUCM
clusters. Please DO NOT ADD here any CUCM IP address!

Starting from [Link].1 release, you can either enter gateway addresses in IPv4 and/or IPv6 formats.

Warning: If you miss a gateway/trunk in below list, the calls through this gateway are considered as internal.

Administration Guide 48/63 Call Analytics Configuration Wizard

 • Hit Next to reach the Internal Calls settings. Here you can choose to import and monitor internal calls among extensions
or just external PSTN calls. If your telephony architecture includes multiple CUCM clusters/CCME appliances, remember
that inter-PBX calls are documented multiple times (one for each cluster/CCME).

• Starting from Winter 2021 release and above, we enabled the automatic acquisition of those extension numbers/DNs

Administration Guide 49/63 Call Analytics Configuration Wizard

 not associated to named users. This typically applies to shared phone lines in meeting rooms or numbers associated to
answering groups or Hunt Groups. If you choose to enable this feature, please select the third option. Hit Next and then
Finish to proceed with gateways configuration.

Add a CCME appliance

• If you wish to add a Call Manager Express in your telephony network, please choose "Cisco CallManager Express" in
Connection type window:

• Hit Next and add all required parameters to establish a Telnet connection to CCME and properly acquire CDR data:
♦ Gateway name: label representing CCME gateway
♦ Max ext. length: enter the length of your internal numbering plan. If the called/calling number is longer than
this value, the call is considered external (PSTN). If the length is equal or less than this value, the call is
considered internal.
♦ Dial Out Code: if users need to add a prefix to dial out, enter here the relevant digit
♦ Remove from incoming calls: if incoming calls CDRs include a prefix, you can remove it by entering here the
relevant digit(s)
♦ Data path: Path where raw CCME CDRs are stored. Please leave default path
♦ Pabx IP address: Network address of CCME appliance. Starting from [Link].1 release, this address can
be entered in IPv4 or IPv6 format.
♦ Pabx username, password and enable password: Enter the Telnet credentials to access CCME (same as
command prompt). You can hit "Test connection" button to make sure CCME is reachable from UC Suite and
credentials are correct. If a connection error occurs, the following message is displayed: Pbx does not accept
"file-acct flush with-close" command.

Administration Guide 50/63 Call Analytics Configuration Wizard

IPv4 Sample

IPv6 Sample

Administration Guide 51/63 Call Analytics Configuration Wizard

 • Hit Next and then Finish to proceed with gateways configuration.

• Please be aware that the choice of importing both internal and external calls or just external calls is available in CCME
Gateway setup, explained in next paragraph.

Add Gateway details

• Once CUCM Cluster and/or all CCME appliances have been added, as previously explained, Call Analytics Wizard
displays a summary window showing the list of Cisco Calling platforms in your architecture:

• If you launch the Wizard in a later phase, it actually starts from above page, allowing you to add a new CCME or amend
existing CUCM/CCME parameters as desired. This is particularly important if you need to edit CUCM cluster to
add/remove a Voice Gateway or a SIP Trunk. Hit Next to continue.
• The list of Voice Gateways and CCME appears. You can select "Enable" flag of any entry in the list and hit "Configure" to
add all associated parameters.

Administration Guide 52/63 Call Analytics Configuration Wizard

 • First configuration page displays the import path (please leave the default value) and allows to change the import
frequency. You can leave the default value, in case you have up to 10 gateways in your architecture. Otherwise, you can
change it to a higher value, to avoid useless service overload.

• Hit next to display Driver selection page. Available options are:

♦ Call manager Express: for CCME only
♦ CallManager: standard driver for a Voice Gateway/Trunk interfaced to CUCM cluster

Administration Guide 53/63 Call Analytics Configuration Wizard

 ♦ CallManager (Call forwarded): Special CUCM driver to properly document outgoing calls forwarded by a
switchboard operator to users. Compared to standard CUCM driver, where diverted call costs are associated
to the extension on which the diversion/forwarding is enabled, Call Forwarded driver associates the cost
to the calling number.
Example: John has the extension 301 and diverts all the calls to his mobile number 3334445556. Then
Giuseppe (305) calls 301 and talks with John for two minutes. The standard driver would report a call from 301
to 3334445556. The special driver reports a call from Giuseppe (777) to John's mobile 3334445556.
♦ CallManager (Tariff by Department): Special CUCM driver to apply different billing tariffs by department. See
here for more details.
♦ CallManager (with Partition): Special CUCM driver to properly discern overlapping extension numbers
configured in different CUCM Partitions. See here for more details.

• Hit Next to display Driver Parameters page, where gateway/CCME IP address is shown (either IPv4 or IPv6), together
with two optional fields to remove undesired prefixes which are sometimes added in acquired CDR. This option is
particularly important for outgoing calls, where the prefix might prevent our billing tariff to properly discern call type and
relevant national/international/mobile destination. You can fill both fields with multiple comma-separated prefixes.

Administration Guide 54/63 Call Analytics Configuration Wizard

 • Hit Next to bring regional parameters, which allow to properly locate the gateway/CCME in the correct Country/Area,
with relevant time zone, currency and taxes.

In a multi-country environment, where gateways are located in different countries, with different currencies, the VERY FIRST
gateway/CCME in the list dictates the primary reference currency used by Call Analytics. Subsequent gateways/trunks can be
configured with different currencies, always referring to the primary currency by adding the exchange rate.

Administration Guide 55/63 Call Analytics Configuration Wizard

 • Hit next to display Tariff chooser, which allows to choose the billing tariff to assign to the Gateway/CCME depending on
local carrier. Imagicle Call Analytics includes one or more some sample tariffs for each Country. You can pick one from
the list of "Available tariffs" and move it to "Tariffs to be used". You can anytime come back to this page and edit the
tariff, to adapt it to your local carrier's call costs. Please find detailed instructions here.

• Hit Next to display additional parameters related to call costs calculation. Here you can compare phone calls expenses
against an alternative carrier if your choice. If this feature is enabled, the alternative call costs is displayed in "Cost2" Call
Analytics reports field. In same window, you can optionally enable pulse-based call cost calculation, by adding relevant
unit cost per pulse in local currency.

Administration Guide 56/63 Call Analytics Configuration Wizard

 • Starting from [Link].1 release (and above), Imagicle Call Analytics includes a new window dialog which allows to
specify if the Gateway/CCME includes own dial plan and extensions (bottom option) or if the extensions are not
associated to specific PBX platforms (top option). See below sample:

By enabling "Link extensions to this site only" option, please remember to fill relevant Site name in Imagicle Users' database, as
explained here.

Administration Guide 57/63 Call Analytics Configuration Wizard

 • Hit Next to bring Call Import options (Winter 2021 and above). Here you can decide to just monitor calls from/to
extensions included into Imagicle UC Suite Users' database or import and display ALL calls:

If second option is selected and a call is performed by a directory number not available in users' database or not enabled for
billing, Call Analytics import engine adds an "orphan" DN entry in an internal DB table, including the extension number from CDR
and leaving all other fields empty (name, username, department, cost center, ...). This new entry is flagged as <Added
automatically> and it consumes a Call Analytics license, unless call is related to a Cisco Hunt Group pilot or Hunt Group member.
Hunt Groups-related calls are actually documented in anonymous way, without consuming additional Call Analytics licenses.
When total number of named and orphan DN entries reaches the Call Analytics purchased license amount, automatic acquisition
stops working and therefore all subsequent new DNs are discarded as usual.

A dedicated report has been added (Winter 2021 release and above), showing the list of automatically acquired extensions. This
report is available to administrators only, under 10-Extensions Analysis report category and it is called Unknown Extension.
Thanks to this report, you can decide to add named Imagicle users to those orphan extensions, so relevant calls appear with
name/surname and other particulars, after a call reprocessing. See below sample:

Administration Guide 58/63 Call Analytics Configuration Wizard

 • Hit Next twice to finish gateway installation. Now you can repeat same procedure for all gateways/CCME added in your
telephony network.
• Once all Gateways have been properly configured, just hit Next from "Pabx/Gateway setup" window and finally hit "End"
to exit Call Analytics Wizard and save the network topology.

Administration Guide 59/63 Call Analytics Configuration Wizard

Data path and FTP folder

Imagicle UC Suite installation package creates eleven pre-configured FTP folders called BillyBlues, BibCme1, BibCme2...
BibCme10. The associated physical data paths are:

C:\Program Files (x86)\StonevoiceAS\Apps\BillyBlues\Engine\ccm5cdr

C:\Program Files (x86)\StonevoiceAS\Apps\BillyBlues\Engine\ccm_express\1
C:\Program Files (x86)\StonevoiceAS\Apps\BillyBlues\Engine\ccm_express\2
...
C:\Program Files (x86)\StonevoiceAS\Apps\BillyBlues\Engine\ccm_express\10

If the Call Analytics Wizard has been properly executed, leaving default data paths, each Voice Gateway points to a different data
path and each CCME sends CDR files to the related FTP folder.

Administration Guide 60/63 Call Analytics Configuration Wizard

Administration Guide 61/63 Call Analytics Configuration Wizard
Users list and extensions
Imagicle Call Analytics needs the users to be configured with specific parameters through the web interface.

User Parameters

These are the mandatory fields which you need to configure for each user:

• First extension number: the internal phone number of the user

• Enable billing for first extension number: check box to enable call processing for this extension

Optionally, you can configure these additional fields:

• First extension number alias: Alternative directory number or PSTN number (DID) assigned to the user. Call Analytics
monitors phone traffic on this alternative extension number, without consuming an additional Call Analytics license.
• Offnet fax number: Alternative fax PSTN number (DID) assigned to the user. Call Analytics monitors fax traffic on
this alternative number, without consuming an additional Call Analytics license. The flag "Enable Call Analytics for fax
number" must be checked.
• Enable Call Analytics for fax number: If selected, Imagicle Call Analytics monitors all incoming/outgoing calls including
user's Fax number or Offnet fax number. This option consumes an additional Call Analytics user's license.
• Enable Call Analytics for voicemail number: If selected, Imagicle Call Analytics monitors all incoming calls hitting user's
voice mail number. This option consumes an additional Call Analytics user's license.

Warning: Only calls of configured named users with extension numbers will be processed by Imagicle Call Analytics, unless
Automatic Acquisition has been enabled. In this case, all new extensions will be automatically documented in anonymous way,
consuming a license. If acquired DNs are related to Cisco Hunt Groups or Hunt Group members, relevant calls are documented in
anonymous way, without consuming additional licenses.

Overlapped dial plans, using Partitions and Site names

Starting from [Link].1, Imagicle Call Analytics supports two fields to handle overlapping dial plans across multiple PBXs
and CUCM clusters:

1. Partition field (for Cisco UCM only): fill it with the Partition ID to distinguish between users assigned to different partitions.
The partition id is prepended to the user line number this way:

<partition id>.<line number> E.g. UK.310

This line id appears in the call list and in all the reports, and can be used to filter the calls by partition, if needed. To leverage this
feature, you have to select the driver labeled "CallManager (with partition)" in the Configuration Wizard.

2. Site name field (for Cisco UC and legacy PBXs): Fill this field with PBX/GW name assigned in Call Analytics configuration
Wizard. In this way, each user can be assigned to a different site, thus supporting overlapping extensions in different
PBXs. If Site name is left blank, then relevant user/extension can't be overlapped to different sites.

For more info about above two overlapping options, please have a look here.

Contact Manager Custom Fields

The ten user's custom fields are available in Contact Manager when a special configuration is activated. They are also available in
Imagicle Call Analytics data, and can be displayed in the reports and used to group or filter the calls.

User Permissions

By selecting the "User permissions" icon from the "Main"->"User Management" link, you can specify the user's level of permission
for Imagicle Call Analytics:

Administration Guide 62/63 Users list and extensions

 • Permission Level 0 no access: billing services are hidden to the user when he/she logs in the web interface
• Permission Level 2, "View Personal calls": access to own calls only
• Permission Level 6, "View calls of user's": access to incoming/outgoing calls belonging to own Department or Cost
Center or Office location
• Permission Level 8, "View all calls": access to all calls, of all users
• Permission Level 10, "Complete Management": administrator: access to all calls, features and reports

Whenever a query is made, an implicit filter is added to the call data so that what the use can see is restricted accordingly to
his/her permissions.

Note: Starting from Imagicle Summer 2018 release, when configuring Permission level 6 based on Department, user can grant a
wider visibility on call data by including additional departments into "List of additional departments" field, separated by semicolon.
See sample below:

Administration Guide 63/63 Users list and extensions