Extension / Device Report

Modified on Thu, 23 Jun 2022 at 11:25 AM

This report style shows a list of all internal devices excluding trunk & hunt group devices.

Call statistics are displayed against each item when the report is configured for display in detailed table viewing mode.

The report style also supports display using the icon (BLF) view types, which can be achieved by modifying the report and selecting the required view type from the "Displayed As" drop-down menu...

...or use the drop-down at the top right of the report.

This will in turn produce a report that looks more similar to the below:

When running against the "Real-Time" date/time option, this report type also supports dynamic row highlighting based on the corresponding device's call state:

Colour

Description

None

The corresponding device is idle or it is off-hook where it is just starting to make a new outbound call.

Yellow

The device is either being alerted by a call or is making an outbound call that isn't answered yet.

Green

The device is currently busy on an answered call.

Blue

The device isn't currently involved in any active calls and is currently set to reject inbound callers. The device is either set to forward inbound calls to another location, or is set in do-not-disturb (DND) state.
Note that in BroadSoft BroadWorks telephony environments, DND (do-not-disturb) state of the underlying Extension User account is specifically shown by the application, as opposed to the "local" DND state at the corresponding phone endpoint. In order to properly capture & measure DND state, the Telephony Provider should appropriately configure the corresponding phone endpoints to synchronise their local DND & forwarding state with the BroadWorks server-side. However, most Telephony Providers will often not support DND state endpoint synchronisation when the Shared Call Appearance feature is also being utilised by an Extension User. The DND state of an underlying Extension User account can always be set anyway using feature codes, usually "*78" to turn DND on and "*79" to disable DND, although the specific feature codes employed should be obtained from the Telephony Provider.

Dimmed Text

The device is out-of-service probably because the device is unplugged or not properly connected to the telephone system.
Alternatively, a previous request to monitor the device on the telephone system failed, which is usually due to an incorrect or expired monitor password being set against the device for telephone systems that specifically require it.

Note that on Akixi 3000 configurations, this report can also be enabled to display email and LiveChat contact item statistics, assuming the correct Omnichannel integrations have been configured by the administrative user. This works much the same way as with calls, and will show statistical information for emails and LiveChat items against any given extension device.