Enhanced Reporting is an add-on module to any OneCloud system to gain instant access to many different reports.

Enhanced Reporting has many reports built-in that can be rerun on demand or that can be scheduled to send out automatically via email. In addition to the built-in reports, there are other tools that will allow for searching and exporting the call information. Easily break information down in ways that allow you to better track your business.

To Access Enhanced Reporting

1. Log in to myonecloud.com.

2. Click on Apps in the top right of your portal.

3. Click on Enhanced Reporting.

Historical Reports​

Enhanced Reporting provides historical reporting on call queues, agents, and extensions. Each report can be generated on-demand or can be scheduled to be sent via email on a regular basis. Each report can be exported or delivered in various formats. ​

To access reports in Enhanced Reporting, click the “Call History” option in the top navigation bar and click “Run Report”. The page that displays will have a drop-down selection at the top to pick the report you would like to generate. Under that top selection, the rest of the report parameters will be displayed. ​

These parameters will be different for each report and are detailed in the next section. Once the parameters are set, click the ‘Run Report’ button to generate the report. Once the report generates, the bar at the top of each report contains the following options:​

• ​BACK  |  This button will close the report and return to the parameter page
• EXPORT TO EXCEL |  Allows the report to be exported into the Microsoft Excel format 
• EXPORT TO PDF | Allows the report to be exported into the Adobe PDF format

​The parameters that were used to generate the report will be listed at the top of the page. The idea being is that when the report is shared, everyone viewing the report will know how it was generated. Under the parameters and buttons to export is where the report information will be displayed. 

Abandoned Detail Report​

The Abandoned Detail Report is intended to provide strictly the information about calls that were in the queue and disconnected before an agent answered. 

The following parameters are available: ​

• START | Determines the start date and time for the report ​
• END | Determines the end date and time for the report ​
• HUNT GROUPS | Allows the report to be limited to a single phone queue ​
• SERVICE LEVEL | A threshold that can be used to eliminate calls from appearing in the report that abandoned before the threshold was reached ​

The following will be displayed on a summary level: ​

• HUNT GROUP | The number and name of the group that received the call ​
• TOTAL CALLS | The total volume of abandoned calls ​
• AVG ABANDON TIME | The average time a caller waited in the queue before disconnecting ​

For each queue, a plus sign beside the group can be clicked to show the details of each abandoned call. The following will be displayed on the detail level: ​

• DATE | The Date/Time that the Call entered the queue ​
• CALLING PARTY | The Caller ID (if available) of the caller that disconnected ​
• TIME TO ABANDON | How long the caller waits before disconnecting 

Agent Snapshot​

The Agent Snapshot report provides a full picture of an agent’s activity including every call they could be a part of. ​

The following parameters are available: ​

• START | Determines the start date and time for the report ​
• END | Determines the end date and time for the report ​
• HUNT GROUPS | Allows the report to be limited to a single phone queue ​
• EXTENSIONS | Allows the report to be limited to run on one specific individual ​

The following will be displayed on a summary level: ​

• EXTENSION | The name and number tied to the extension of the agent ​
• TOTAL CALLS | The total volume of all calls for that agent ​
• AVERAGE HANDLE TIME | Talk Time + Hold Time, the full duration of each call. ​
• MAX HANDLE TIME | The longest duration of a single call in that category ​
• TOTAL HANDLE TIME | The total time spent on all calls ​

The first summary level can be expanded. The second summary level will show the same information as the top-level summary, but now it is split up into the various call types. The Call Types are as follows: ​

• GROUP CALLS | The number of calls the agent answered from the queue ​
• INCOMING DIRECT | Calls directly to the agent’s extension ​
• INTERNAL | Calls between two extensions ​
• OUTGOING | Calls the agent makes to an external number ​
• VOICEMAIL | the number of calls routed to the individual’s voicemail ​

Clicking the plus sign next to the summary level will expand to show the details of each call. The details are as follows: ​

• DATE TIME | The timestamp of when the call started ​
• PHONE NUMBER | The caller id (if available) of who the agent was connected to ​
• HANDLE TIME | Talk Time + Hold time, the full duration of the call 

Call Distribution by Day/Hour​

The Call Distribution by Day/Hour report provides a breakdown of how many calls occur at different times of the day and week. ​The following parameters are available: ​

• DATE RANGE | Determines the timeframe in the report ​
• HUNT GROUPS | Limits the report to one particular group ​
• EXTENSIONS | Limits the report to one particular extension ​
• DOMAIN | Limits the report to only contain internal or external calls ​
• DIRECTION | Limits the report to only contain Incoming or Outgoing calls ​

The following fields will be displayed on the first summary level: ​

• HOUR | The hour in which the data is summarized ​
• TOTAL CALLS | The volume of all calls for that hour ​
• AVG DURATION | The average amount of time spent on each call ​
• TOTAL DURATION | The total amount of time spent on all calls ​

Clicking the plus sign beside each hour will expand to show the days. Clicking the plus sign beside a day will expand to show the call details. The following fields are displayed on the detail level: ​

• DATE | The date and time of the call ​
• CALLING NUMBER | either the extension or external number (depending on the direction) ​
• CALLED NUMBER | either the extension or external number (depending on the direction) ​
• DURATION | The full duration of the call taking into account talk time and hold time

Call Summary Report​

The Call Summary report is intended to give a full overview of call center activity. It provides both call volumes and performance metrics. This report is a great starting point for understanding the historical data. 

The following parameters are available: ​

• DATE RANGE | Determines the timeframe in the report ​
• PHONE QUEUE SCOPE | Allows the report to be limited to a single phone queue ​
• CALL TAG | Allows the report to be limited to only calls that came in over a specific DID ​
• SERVICE LEVEL | a time that is used in the ‘Calls in SL’ field in the report. This will show the volume and percentage of answered calls that were answered within the defined value​

The following will be displayed on a summary level: ​

• HUNT GROUP | The name and number of the hunt group that received calls ​
• PRESENTED | The volume of calls that entered the queue ​
• ANSWERED (# and %) | The volume and percentage of total calls that were answered by an agent ​
• ABANDONED (# and %) | The volume and percentage of calls that entered the queue, then the caller disconnected before it was answered ​
• VOICEMAIL (# and %) | The volume and percentage of calls that entered the queue and were then routed to leave a voicemail for the group ​
• AVERAGE WAIT (Ans, Ovr, Abn) | The average time a caller waited in the queue, split up by the outcome ​
• LONGEST WAIT (Ans, Ovr, Abn) | The single longest time a call waited, split up by the outcome ​
• AVERAGE HANDLE TIME | The average duration of the call, Talk Time + Hold Time ​
• CALLS IN SL | Calls in Service Level, the volume of answered calls that were answered within the threshold defined on the parameter page ​

Clicking the plus sign next to each hunt group will expand out to show a daily breakdown of the same information. Clicking the plus sign beside the day will expand to show an hourly breakdown.

Extension Detail Report

The Extension Detail report is intended to provide information about every single extension. IT will show the basic information about each individual call. This report can also be used to search for particular calls using the Caller ID.

The following parameters are available:

• DATE RANGE | Determines the timeframe in the report
• EXTENSIONS | Limits the report to one particular extension
• DOMAIN | Limits the report to only contain internal or external calls
• DIRECTION | Limits the report to only contain Incoming or Outgoing calls
• PHONE NUMBER | Limits the report to only contains calls involving the phone number entered
• EXTENSION GROUP | Limits the report to only show extensions assigned to a particular group

The report will start with a one-line summary of each extension. This summary will simply list the extension name and number along with the total volume of calls they were a part of. Expanding this by clicking the plus sign beside the extension will expand to show a breakdown of different call types such as Incoming, Outgoing, and Internal. Clicking the plus sign beside the call type will expand to show the details. The following details will be shown:

• DATE | The date and time that the call started
• CALLING PARTY | The number that made the call (either the extension or external number depending on the direction)
• CALLED PARTY | The number that received the call (either the extension or external number depending on the direction)
• DURATION | The full duration of the call taking into account talk time and hold time

Extension Summary

The Extension Summary report is intended to provide a one-line summary of each extension showing information about inbound and outbound call volumes and durations.

The following parameters are available:

• DATE RANGE | Determines the timeframe in the report
• EXTENSIONS | Limits the report to one particular extension
• DOMAIN | Limits the report to only contain internal or external calls
• DIRECTION | Limits the report to only contain Incoming or Outgoing calls
• PHONE NUMBER | Limits the report to only contains calls involving the phone number entered
• EXTENSION GROUP | Limits the report to only show extensions assigned to a particular group

The first level of the report will show a one-line summary of each extension. The following fields are available on the summary level:

• EXTENSION | The name and number tied to each extension
• INBOUND CALLS | The volume of calls the extension received
• INBOUND DURATION | The total duration of all calls the extension received
• OUTBOUND CALLS | The volume of calls the extension made
• OUTBOUND DURATION | The total duration of all calls the extension made
• TOTAL CALLS | The volume of calls for the extension

Clicking on the plus sign next to an extension will expand to show the details of each call. The following is available on the detail level:

• DATE | The date and time of the call
• CALLING NUMBER | either the extension or external number (depending on the direction)
• CALLED NUMBER | either the extension or external number (depending on the direction)
• DURATION | The full duration of the call taking into account talk time and hold time

Frequent Number

The Frequent Number report provides information about which external numbers have the most activity.

The following parameters are available:

• DATE RANGE | Determines the timeframe in the report
• HUNT GROUPS | Limits the report to one particular group
• EXTENSIONS | Limits the report to one particular extension
• DIRECTION | Limits the report to only contain Incoming or Outgoing calls
• EXTENSION GROUP | Limits the report to only extensions that are assigned to a specific department

The following fields will be displayed on the first summary level:

• NUMBER | The phone number that called in or was called
• TOTAL CALLS | The volume of all calls for that number
• INBOUND CALLS | The volume of calls that came in from that number
• OUTBOUND CALLS | The volume of calls that were made to that number
• AVG DURATION | The average amount of time spent on each call
• TOTAL DURATION | The total amount of time spent on all calls

Clicking the plus sign beside each hour will expand to show the details of the calls. The following fields are displayed on the detail level:

• DATE | The date and time of the call
• CALLING NUMBER | either the extension or external number (depending on the direction)
• CALLED NUMBER | either the extension or external number (depending on the direction)
• HUNT GROUP | The group that the call came into (if applicable)
• DURATION | The full duration of the call taking into account talk time and hold time

Service Level Answered Performance

The Service Level Answered Performance report provides a way to define a threshold for how long a call waited in the queue and see what percentage of calls were answered before or after the defined answer time threshold. The report provides the information either by an agent or by day and hour.

The following parameters are available:

• DATE RANGE | Determines the timeframe in the report
• HUNT GROUPS | Limits the report to one particular group
• EXTENSIONS | Limits the report to one particular extension
• PHONE NUMBER | Allows the report to be generated for calls involving one number
• SERVICE LEVEL | a time that is used in the ‘Calls in SL’ field in the report. This will show the volume and percentage of answered calls that were answered within the defined value

The following fields will display on the summary level:

• HUNT GROUP | The group that received the call
• TOTAL PRESENTED | The total number of calls that entered the queue
• ANSWERED (# and %) | The volume and percentage of total calls that was answered by an agent
• ANSWERED IN SL | The number of calls that were answered in the queue within the defined ‘Answer Time’, or Service Level
• ANSWERED OUT OF SL | The number of calls that were answered in the queue outside of the defined ‘Answer Time’, or Service Level
• ANSWER TIME (Average and Max) | The average (and longest) time that a call waited in the queue before it was answered
• OVERFLOW (# and %) | The volume and percentage of calls that started in the queue then presented to a backup, or overflow queue
• OVERFLOW IN SL | The number of calls that started in the queue and then went to a backup queue within the defined ‘Answer Time’, or Service Level
• OVERFLOW OUT OF SL | The number of calls that started in the queue and then went to a backup queue outside of the defined ‘Answer Time’, or Service Level
• ABANDONED (# and %) | The volume and percentage of calls that entered the queue, then the caller disconnected before it was answered
• ABANDONED IN SL | The number of calls that started in the queue and disconnected within the defined ‘Answer Time’, or Service Level
• ABANDONED OUT OF SL | The number of calls that started in the queue and disconnected outside of the defined Answer Time’, or Service Level
• VOICEMAIL (# and %) | The volume and percentage of calls that entered the queue and were then routed to leave a voicemail for the group
• VOICEMAIL IN SL | The number of calls that started in the queue and left a voicemail within the defined ‘Answer Time’, or Service Level
• VOICEMAIL OUT OF SL | The number of calls that started in the queue and left a voicemail outside of the defined ‘Answer Time’, or Service Level

Clicking on the plus sign beside a group will expand the results to show the same information, but now it will be split out to show information by an agent. Clicking the plus sign beside the agent will expand to show each individual call. The following details will be displayed:

• DATE | The date and time of the call
• CALLING NUMBER | either the extension or external number (depending on the direction)
• CALLED NUMBER | either the extension of external number (depending on the direction)
• DURATION | The full duration of the call taking into account talk time and hold time

Service Level Handled Performance

The Service Level Handled Performance report provides a way to define a threshold for the duration of a call and see what percentage of calls were handled before or after the defined handle time threshold. The report provides the information either by an agent or by day and hour.

The following parameters are available:

• DATE RANGE | Determines the timeframe in the report
• HUNT GROUP | Allows the report to be limited to a single phone queue
• EXTENSIONS | Allows the report to be limited to one particular extension
• PHONE NUMBER | Allows the report to be generated for calls involving one number
• SERVICE LEVEL | a time that is used in the ‘Handled in SL’ field in the report. This will show the volume and percentage of answered calls that were handled within the defined value

The following fields will display on the summary level:

• HUNT GROUP | The group that received the call
• TOTAL PRESENTED | The total number of calls that entered the queue
• HANDLED (# and %) | The volume and percentage of total calls that were answered by an agent
• HANDLED IN SL | The number of calls that were answered in the queue and were then handled within the defined ‘Handle Time’’, or Service Level
• HANDLED OUT SL | The number of calls that were answered in the queue and were then handled outside of the defined ‘Handle Time’, or Service Level
• HANDLE TIME (Average and Max) | The average (and longest) duration of all answered calls

Clicking on the plus sign beside a group will expand the results to show the calls broken down by the agent that answered. Clicking the plus sign one more time will show the details of the calls. The following will be displayed on the detail level:

• DATE | The date and time of the call
• CALLING NUMBER | either the extension or external number (depending on the direction)
• CALLED NUMBER | either the extension or external number (depending on the direction)
• DURATION | The full duration of the call taking into account talk time and hold time

Account Code

The Account Code report provides a summary and detailed information about calls where an Account Code was associated with the call by an extension. If an Account Code was not entered, it will not appear in the report.

The following parameters are available:

• DATE RANGE | Determines the timeframe in the report
• EXTENSIONS | Allows the report to be limited to one particular extension
• DOMAIN | Limits the report to only contain internal or external calls
• DIRECTION | Limits the report to only contain Incoming or Outgoing calls
• EXTENSION GROUP | Limits the report to only show extensions assigned to a particular group
• ACCOUNT CODES | Limits the report to only show calls with a specific Account Code

The following fields will display on the summary level:

• DOMAIN | Limits the report to only contain internal or external calls
• DIRECTION | Limits the report to only contain Incoming or Outgoing calls
• EXTENSION GROUP | Limits the report to only show extensions assigned to a particular group
• ACCOUNT CODES | Limits the report to only show calls with a specific Account Code

licking on the plus sign next to the summary will expand to show the details of each call. The following fields will display on the detail level:

• DATE/ TIME | The date and time of the call
• CALLING PARTY | either the extension or external number (depending on the direction)
• CALLED PARTY | either the extension or external number (depending on the direction)
• DIRECTION | either Incoming or Outgoing to show if the extension made or received the call
• DOMAIN | Either Internal or External to show if the call involved an external number
• DURATION | The full duration of the call taking into account talk time and hold time

Report Scheduling

Enhanced Reporting provides the ability to automate reports to send out via email on a daily, weekly, or monthly basis. For someone to receive a report they do not need to have an Enhanced Reporting account. Once the report parameters are defined once, they do not need to be updated moving forward. To create a scheduled report, start by clicking Call History in the bar at the top and selecting ‘Schedule

Report’. On the page that appears, a new report can be created or an existing scheduled report can be modified. To create a new report, click the ‘Add Scheduled Report’ button at the top of the page. To modify an existing report, select the report name from the ‘Scheduled Report’ drop-down list. Once the proper report is selected all of the parameters will be displayed. The following scheduling information must be defined:

• TITLE | The name of the report that will be shown in the subject line of the email
• FORMAT | choose between receiving a PDF or Excel document
• FREQUENCY | a report can be generated daily, weekly, monthly, or ‘one time only
• RECIPIENTS | List the email addresses that should receive the report, separated by a comma

Under those initial parameters, the normal report parameters will be shown. These will be different for each report and are defined in the previous section. Once all parameters are set, click the ‘Save Scheduled Report’ button at the bottom of the page.

Cradle To Grave

The Cradle to Grave view is a way to directly access all details of all calls. It can be best thought of as a search tool. The tool can be accessed by clicking the ‘Call History’ option in the top menu bar and selecting ‘Cradle to Grave’.

When the page first loads all calls for the current day will be displayed in a one-line summary. If information is needed for previous days, the time frame can be adjusted using the two date fields at the top of the page. Click the ‘Submit’ button to ensure that the dates are actually filtered properly.

The main grid will show a one-line summary per call. The following fields will be displayed:

• CALL START | The Date and Time that the call was initiated
• CALL DURATION | The time from when the call initially started until the time that the call was over
• DOMAIN | Will indicate if the call was internal (between two extensions) or external (a call between an extension and either a 7 or 10 digit number)
• DIRECTION | Will indicate if the call was incoming or outgoing
• CALLING PARTY | The name or number of who initiated the call
• CALLED PARTY | The name or number of where the call went
• HG NAME | The name of the group that received the call (if applicable)

Beside each call a ‘+’ sign will be displayed. Clicking on the plus sign will expand to display each event as the call moved through the system. These ‘events’ will indicate what was happening with the call. The following events will be available (the order and availability of these events will depend on what happens with the call):

• ATTENDANT | Indicates that the call was connected to an Auto Attendant that plays greetings and menu options to the caller. This event encompasses the time from when the call first hits the system up through when the caller selects the option that will route them to either a group or an extension
• QUEUED | The part of the call where the caller has selected a group and is waiting for an agent to answer
• RINGING | The call has started ringing at an extension’s phone
• TALKING | The two parties (Calling and Called) are connected to each other during this event
• HOLD | The extension placed the call on hold for this duration
• VOICEMAIL | The call was not answered and was instead routed to leave a message for either a group or an extension
• OVERFLOW | The call has moved from one queue into a different queue
• ABANDONED | The call disconnected while waiting in queue for an agent to answer
• TRANSFER HOLD | The extension that was talking to the caller placed the call on hold to open a second line (presumably to transfer a call)
• TRANSFER COMPLETE | The first extension finishes the transfer and the caller is now talking to the second extension
• CALL END | The call has disconnected

Dashboards

Enhanced Reporting provides near real-time statistics on the home page. These statistics are available in different components that can be added to customize the Dashboard called Widgets.

To customize the dashboard, start by clicking the gear found in the top right corner. This will pull up the Dashboard configuration page. To create a new Widget, click ‘Add Widget’. To edit an existing widget, click the bar with that Widgets name to expand and see the options

Add Widget

When the ‘Add Widget’ button is clicked, a new item labeled ‘New Widget’ will appear in the list. Click on the bar to see the options, the same as they will be shown when editing an existing Widget.

Edit Widget

All Existing Widgets will be listed in a one-row summary. Click that summary row to expand and see all of the options. When finished editing the settings, click the ‘Save and Reload Widgets’ button at the top. The following options are available:

• LABEL | The name that will be displayed on the Edit page to help identify the Widget
• WIDGET TYPE | This will allow you to select between the two different types of graphs:
  HOURLY CALLS | This is a bar graph that will display the number of calls that occur each hour of the day, showing incoming and outgoing separately for each hour
  EXTENSION BREAKDOWN | This is a pie chart that will show the distribution of calls based on volume per extension
• GROUPING LEVEL | This allows the scope of the Widget to be limited. By default, this will be set to show all calls for all extensions. This option allows for the Widget to be set to only show members of one extension group (or to show one single extension in the Hourly Calls Widget)
• SELECTION | This field is what will allow the selection of the individual extension or extension group depending on the Grouping Level that was selected

Management

The management of Enhanced Reporting can all be found in the top menu under the ‘Manage’ option. Here is where everything from extensions to alarms can be configured or modified.

Reset Password

The password reset page can be used to modify a previously assigned password. To do this, simply fill in the previous password along with the new password. Once it is entered a second time to confirm, click the “Change Password” button.

Configure Users

The user configuration page allows existing accounts to be modified or new accounts to be created. There are no limits on how many accounts can be established, or how many people can use the same account if preferred.

To modify an existing user, select it from the drop-down list. This will display the settings for each user:

• USER NAME | The name that will be used to sign in
• ROLE | The role decides what features the user can access. To grant full access, select ‘Admin’. To restrict access to the management options and only allow access to reporting, select ‘User’.

When changes are complete, click the ‘Save User’ button at the bottom of the page. The user can be deleted by clicking the ‘Delete User’ button, and if needed, their password can be changed by clicking the ‘Reset Password’ option.

Configure Extensions

The Configure Extensions page is where existing extensions can be modified, new extensions can be added, or old extensions can be removed.

Adding a new extension and editing an existing extension use the same interface. To edit an existing user, simply select it from the top drop-down list. To add a new extension, click the ‘Add New Extension’ option.

Below, all of the settings for either the existing extension or the new extension will be displayed. The following items are available for each extension:

• EXTENSION NAME | The name that will be shown in the Dashboard views and reports
• EXTENSION NUMBER | the number associated with the user in the phone system
• EXTENSION GROUP MEMBERSHIPS | All extension groups will be listed with a checkbox. Fill in the checkbox to add the extension to that Extension Group. This will ensure that all Dashboard views and reports that can be limited to a group of extensions would contain that extension
• HUNT GROUP MEMBERSHIPS | All Hunt Groups will be listed with a checkbox. Fill in the checkbox to add the extension to that Hunt Group. This will ensure that all reports that are based on Hunt Groups will accurately include the calls that this extension answered for that Hunt Group

Below these options are two buttons: click ‘Save Extension’ to commit the changes or click the ‘Delete Extension’ to remove it from the reporting.

Manage Extension Groups

Extension Groups are used for Dashboard views and reports. These groups can be used to establish departments. By default, all reports can be generated on either all extensions or one single extension. For anything in between, an Extension Group must be established. To edit an existing group, select it from the drop-down list. To create a new Extension Group, click the ‘Add New Group’ button.

Below, the two options for the group will be displayed. Each group requires a unique name and number. Once those are filled in, the settings can be saved by clicking the ‘Save Group’ button or removed by clicking the ‘Delete Group’ button.

Manage Hunt Groups

Hunt Groups are used for call center reports. These groups must first be established in the phone system to actually route the calls to the members of the group, then that configuration (of which extensions are in each group) must be mirrored into Enhanced Reporting. To edit an existing group, select it from the drop-down list. To create a new Hunt Group, click the ‘Add New Group’ button.

Below, the two options for the group will be displayed. Each group requires a unique name and number. Once those are filled in, the settings can be saved by clicking the ‘Save Group’ button or removed by clicking the ‘Delete Group’ button.

Configure Settings

The ‘Configure Settings’ page in Enhanced Reporting contains information that will help determine how to process calls and the dates/times that correspond with business hours.

• TIME ZONE | This setting controls how the data will be shown in relation to the times in reports
• ACCESS CODES | these are the codes that can be entered into a phone to make an outbound call. For example, the default on most platforms is to dial ‘91’ before entering the ten digits of a number for an outbound call. If that code is being used, ‘91’ must be added to this list. This list can contain multiple entries, separated by a comma. For example, if both 91 and 81 could be used as access codes before making an outbound call, this field would read ’81,91’.
• WORKING DAYS | set which days of the week to expect calls to occur. This will be used for alarming
• WORKING HOURS | Set the times that calls are expected throughout the day. This impacts both what hours will be shown on the Dashboard as well as alarms

Click the ‘Save Settings’ button at the bottom to commit any changes.

Configure Alarms

Enhanced Reporting has the ability to generate alarms that can send out via email based on either certain numbers being called or on the system not communicating properly with the phone system. To edit an existing alarm, select it from the ‘Select Alarm’ drop-down list at the top. To add a new alarm, click the ‘Add New Alarm’ button. The following options will be displayed:

• TITLE | The name of the alarm. This should briefly describe what will trigger the alarm
• RECIPIENTS (Comma Separated) | this field is used to populate the list of email addresses that should receive the notification. Multiple addresses can be added, separated by a comma.
• ALARM TYPE | This allows the selection between the different alarm categories:
  NUMBER SCREENING | This alarm type will send out a notification any time a specified number is called from an extension. If this Alarm Type is selected, the list of phone numbers must also be defined. Multiple numbers can be added, separated by a comma.
  NO DATA | This alarm type will send out a notification any time Enhanced Reporting does not receive any call details from the phone system after a set length of time. If this Alarm Type is selected, the duration which would need to pass before the alarm is triggered must be set. We recommend a thirty-minute duration but this could be set higher or lower depending on call volume. The goal is to avoid the alarm triggering when there really isn’t a problem, so keep in mind how often calls should be occurring before setting this length
• APPLY WORKING DAYS AND HOURS | This checkbox allows the information defined on the ‘Configure Settings’ page to be incorporated into the alarms. It is highly recommended that this option be selected when configuring a No Data Alarm.