Mitel MiVC
Reports and Dashboard Creator
When working with reports and dashboards in Brightmetrics, it is important to understand the different types of data Mitel (ShoreTel) logs to their database. That data is the foundation of what Brightmetrics can build reports and dashboards from. This article defines the various data instances you will encounter, how and when to use them, and which Brightmetrics standard template reports are built around them.
On the Mitel MiVoice Connect (MVC) platform, we break data instances down into 5 main groups: System, Workgroups, Users and Hunt Groups, and Professional Services and Configuration.
System
System information gives you insight into overall call volumes and technical components in your Mitel data. It breaks down into three main data instances.
Mitel (ShoreTel) Call Data
This data source represents each call in the Mitel system, along with data about that call. Each call is represented once, with call-level information such as the number dialed, the caller ID, the total length of the call, and which internal party is responsible for the call.
For outbound or extension-to-extension calls, the responsible party is the person placing the call. For inbound calls, the responsible party is the last party added to the call — for example, if a call comes into a reception desk and is transferred to an individual, that last individual is reported as the internal party.
Since each call is represented only once, this is a good data source for measuring total call volumes system-wide, seeing how many calls a particular inbound number gets, finding all the times a certain number called in, etc. For a view into all call activity by specific parties, see Call Party Activity below.
Standard reports:
- Call Summary Report — Summary of calls by call type and the party making or finally receiving them.
- Call Detail Report — Detailed listing of calls grouped by the party making or finally receiving them.
- Search by Caller ID — Detailed listing of calls, searched by the number the call came from.
- Search by Dialed Number — Detailed listing of calls, searched by the dialed number.
- Account Code Summary — Summary of call activity by Account Code (generally used in bill-back).
- Account Code Detail — Detailed listing of calls, grouped by Account Code.
Media Stream
Media Stream captures information around network audio stream statistics such as packet loss, jitter, the type of audio codec used, and the sites and devices at each end of the media stream. This is mostly of use to IT, Telecom engineering, and systems administrators who want to monitor call quality.
Note that Mitel devices do not reliably report accurate information — in particular for packet loss. Devices occasionally report lost packets vastly exceeding the number of sent packets, skewing the packet loss rate very high. We recommend establishing a baseline and watching for changes from that baseline, rather than using the numbers directly as an accurate measurement. Additionally, call legs involving SIP devices (SIP trunks, SIP phones, or the newer IP400-series phones) will not be represented in the media stream table.
Standard reports:
- Media Stream Summary — Summary of call leg statistics by the sites at each end of the media stream.
- Media Stream Detail — Detailed call leg statistics, grouped by site and remote site.
Trunk Activity
This data set tracks the usage of trunks — the minimum and maximum number of trunks in use in a trunk group during a time period, how many uses (calls) of each trunk, and the number of minutes of trunk usage.
Note that trunk data can vary from call data since a trunk may only be involved in part of a call (e.g. a transfer), or more than one trunk may be involved in a call (e.g. a conference or forward to an external number).
Standard reports:
- Trunk Activity Summary — Summary of call volume by trunk group and direction (Inbound, Outbound).
- Trunk Activity Detail — Detailed listing of trunk call legs, grouped by trunk group.
- Trunk Utilization — The maximum number of trunks active in each trunk group, by day.
Workgroups
Workgroup information can cover some of the same territory as call party activity, but includes details specific to workgroups and workgroup agents.
Mitel (ShoreTel) Queue Data
Queue data provides information around workgroup queues. The Mitel workgroup service provides additional workgroup-specific information for calls passing through a workgroup queue, such as how the call left the queue and the type of destination it was routed to.
Standard reports:
- Workgroup Queue Summary — Summary of calls handled, answered, abandoned, etc., by workgroup.
- Workgroup Service-Level Summary — Summary of call dispositions for each workgroup, broken out by wait time and grouped by day.
- Exceptional Calls — Detailed listing of calls that were not answered by an agent or immediately forwarded due to off-hours call handling — abandoned calls, calls rerouted because no agents were logged in or all were busy, etc.
Agent Activity
Agent activity tracks some of the same information as user activity, but includes information specific to workgroup agents — such as login time and wrap time, a distinction between workgroup and non-workgroup calls, and how many workgroup calls were presented (i.e. how many opportunities the agent had to answer) vs how many were actually answered.
Standard reports:
- Agent Activity Summary – All — Summary of each agent's activity, per day and by workgroup.
- Agent Activity Summary – External — Same as above but only external calls included.
- Agent Activity Detail — Detailed listing of agent activity by day, including logins and logouts, calls made and received, and workgroup calls offered.
- Agent Login/Logout Detail — Detailed listing of login and logout times, including how long each login lasted and, for subsequent logins on the same day, how long the agent was logged out. Useful as a time card for agents.
Users and Hunt Groups
The underlying Call Party Activity data set can be used to create versatile reports on any endpoint in the system — why calls got there, why they left, where they went, etc. The standard reports are around users and hunt groups, but reports around other endpoint types (route points, workgroups, voicemail/auto-attendant) can be created as well. Note that Mitel does not record information about individual menus or mailboxes at this level — only that the call was connected to the VM/AA system.
Call Party Activity
This data source represents all call activity by each party in the Mitel system, including users (as "Stations", "WorkgroupAgents" when handling a workgroup call, or "Virtual" users when externally assigned), hunt groups, route points, workgroups, and others. Each party's involvement in a call is represented once.
You would not use this to measure overall call volume (use the Call Data set for that), since one call might be represented under multiple parties. But you would use it to measure how many calls a particular endpoint handles, how they got there, where they went next, etc.
Standard reports:
- User Activity Summary — Brief listing of call counts by user and call type.
- User Activity Detail — Detailed listing of calls for each user, including call type and reason the call came to them (Called directly, Transferred, Originated by the user, Conferenced).
- Hunt Group Call Disposition — Summary statistics based on how calls left each hunt group and where they went.
- Hunt Group Overview — Total number of calls in each hunt group that were answered, abandoned, forwarded, etc.
Professional Services and Configuration
These data sources provide information on how the system is configured. While activity reports come from the CDR database, these come from the configuration database.
Mitel (ShoreTel) User Config Data
Configuration data around users — their license type, user group, current and home locations, etc.
Standard reports: User Detail Report
License Requirements
How many of each license type is being used and by which resources.
Standard reports: License Usage Summary, Licenses by User, Users by License
Switch Config Data
Reports on the configuration of each switch in the system: IP address, serial number, site, etc.
Standard reports: Switch Detail Report
User Groups
Analogous to the user groups page in Director — provides information on user groups and their class-of-service (CoS) settings.
Standard reports: User Groups
Individual IP Phones
Configuration data around IP Phones, similar to information from the IP Phones section of Mitel Director.
Standard reports: Individual IP Phones
Extension Lists
Shows information on the configured Extension Lists in Director, which are used for things like limiting the scope of a dial-by-name directory.
Standard reports: Extension Lists
DID/DNIS Allocation
A detail-only data source providing information regarding DID/DNIS allocation and routing.
Standard reports: DID/DNIS Allocation, DID/DNIS by Destination
System Directory
A detail-only data source for querying the extensions defined in the Mitel database — the same data as the System Directory page in Director.
Standard reports: System Directory
User Call Handling Modes
Configuration data around user call handling modes.
Standard reports: Call Handling Modes
We know that making the right call on which Data Source Instance to use can be tricky. If you're still wondering which one is best after reviewing the differences here and/or considering what dimensions and values are available in our Data Definitions page, don't hesitate to drop us a note at support@brightmetrics.com.