FAQs

Please find below a list of answers to our most frequently asked questions. If you are not able to locate your question/answer below please email us at support@akixi.com.

Q: How Do I Get A Wallboard?

A: The wallboard is only available for Akixi 1000 and 2000. The wallboard is compatible with BroadSoft, Siemens and Panasonic platforms. The 1000 Wallboard displays real time call statistics in large individual tiles where each statistic can have a specifically configured alarm. This can be displayed on a large plasma screen, tablet, or smartphone. The 2000 Desktop Wallboard differs from the 1000 by additionally supporting the display of ACD specific call statistics such as “Busy”, “Not-Available”, “Wrap Up”, “Sign-In” etc. In order to monitor these ACD statistics a monthly rental fee must be paid for each ACD agent license.

Q: Do I Have To Install Any Additional Software To Use Akixi?

A: No, as Akixi is a cloud-based service it is available to use anywhere across multiple sites. No peripheral hardware or software requirements are necessary which means you just sign in and we will ensure you are always up to date with the latest version.

Q: What Telephony Platforms Are Currently Supported?

A: Akixi is currently compatible with Broadsoft Broadworks, Broadsoft M6, Siemens HiPath Series, Siemens OpenScape Office / Business and Panasonic TDA/NCP/NS Series telephony platforms.

Q: Does Akixi Work On PBXs?

A: Yes, it is compatible with certain PBX brands (Siemens HiPath Series, Siemens OpenScape Office / Business and Panasonic TDA/NCP/NS Series). For PBX Customers, the Akixi Service is configured to communicate with each individual Customer PBX telephone system, which resides in the same physical location as the customer’s extension handsets/endpoints.

Please note that you will need to submit the Installation Requirements document with your network details in order to use Akixi with your PBX. Please refer to the corresponding page http://www.akixi.com/resources/ to see a list of supported PBXs and to get a correct Installation Requirements Document.

Q: Which Akixi Product Should I Get?

A: We have our product matrixes available on our website under the “Products” section that will give you an overview of what features are covered and the report styles that are available within each level of Akixi. Please view here: http://www.akixi.com/products/.

For more information on the various report style available within Akixi please view our Report Samples document here:

Akixi Report Samples

We also have available several Youtube videos that give you a demonstration of our products and their capabilities here:

Akixi YouTube Videos

Q: Can Reports Be Emailed To My Customer?

A: Yes they can, with a supervisor account your customer has control of scheduling how often reports are emailed to them. This can be set once, daily, weekly or monthly at a specific time that you set. To do so click edit_icon_s and select “Scheduling”, underneath “Report Scheduling” you can drop down and select how often you would like your reports sent.

Q: I Can’t Remember My Admin Password, What Can I Do?

A: Yes if you can’t remember your admin password then please email us at support@akixi.com requesting a password reset and we will gladly reset this for you.

Q: My Customer Cannot Remember Their Password, What Can I Do?

A: Your customer will be able to reset their Akixi’s supervisor password themselves by clicking on “Can’t Access Your Account”on the login page. If in case, they are unsuccessful for some reason, with your admin account you are able to login and reset your supervisor’s password. For step by step instructions please refer to page 5 of our “Admin User Guide” which can be found here:

Akixi Horizon Admin User Guide

Q: Why Are Reports Not Adding Up?

A: In most cases the statistics are purposely not meant to match because different report types calculate the same call statistics slightly differently in order to complement the intended use of the corresponding report.
In general, there are five main reasons why the same call statistics for different report types don’t always “match up”:

  • Certain Reports Count “Both” Sides Of Internal Calls
    The “Desktop Wallboard & time interval based reports (i.e. “Calls By ½ Hour Interval”, “Calls By Day”, etc.) generate an inbound call statistic count for every single internal call that is matched by the report’s filter setting(s).
    Conversely, the “Extension List” report specifically groups call statistics by extension device, and therefore only shows 1 internal call.
  • Certain Reports Count Inbound Statistics By Hunt Group Distribution, Not Extension Offer Count
    Supposing a hunt group call was offered to a group member who didn’t answer, and then the call was offered to another member (e.g. a call advancement scenario). Then certain reports such as the “Desktop Wallboard” or time interval reports will count inbound calls & ring time differently in this case compared to an “Extension List”. The “Desktop Wallboard” & interval-based reports considers this as one overall inbound call on the assumption that this is the most logical way an end user would want to count hunt group calls from a holistic basis.
    However, the “Extension List” report counts each group member offer instance separately, and also shows only the alerting/ring time of the call at each member (rather than then entire call wait time in the hunt group queue, which is how the “Desktop Wallboard” and  certain other reports work).
  • Extension and Agent Reports Don’t Show Queueing Abandoned Hunt Group Calls
    Hunt group calls that were never ever offered to an extension or ACD agent member because they were abandoned by the caller when the call was waiting at the queue, are also not shown within the either “Extension List” or “ACD Agent List” reports. The “Desktop Wallboard” and most other report types would include such calls within their inbound statistic calculations.
  • Hunt Group Device Membership Filtering Option Doesn’t Match
    Different reports where their statistics are being compared should all have the same “Include Calls For Group Device Members” setting configuration, which is found within the Advanced tab of the “Report Properties” window. This setting controls how the Device(s) setting within the Filter tab is used for calculating call statistics when it contains one or more hunt group device value(s).
  • Certain Reports Calculate DND State Times By ACD Agent DND (do-not-disturb) State Measurement Times                                                                                                                      For example those provided by the “Tot DND Off/On Time” the “Avg DND Off/On Time” statistics may not always match between reports using certain different report styles.

To get further information about scenarios described above, please refer to the corresponding help section of the Akixi Help Portal (Chapter 21, Reports Not Adding Up).

Q: How Do I Exclude Internal Call Counts?

A: Modify the report (by clicking on a corresponding icon, i.e. edit_icon_s) and select the “Filter” tab, then open the “Call Type/Direction” drop-down list in “Miscellaneous Filtering” section and set its value to “External Only”. Click “OK” to save changes.
The report will now display external trunk line calls only. Any calls that are from/to any telephone numbers outside your company is considered an external call / external trunk call.

Q: How Do I Set The Service Level Statistic?

A: The service level statistic is only available with Akixi 1000 and Akixi 2000.
To set the service level statistic, modify the report (by clicking on a corresponding icon, i.e. edit_icon_s) and select the “Fields” tab. Click “Add” to add a new field, scroll down to “Call Percentages” and select the “% Service Level” field. Click “OK” to save changes.
Service Level is the percentage of the interval’s inbound calls that were answered within the threshold time specifically set within the “Settings” tab of the corresponding report’s properties. Please note that any setting you change on “Modify Report -> Settings -> Service Level Settings” affects only the service level and not any other statistics.

Q: Why Are The Barge In And/Or Silent Monitor Functions Disabled?

A: On the BroadSoft M6 telephone server platform, a silent monitor/barge-in operations can only be successfully performed when your extension has been configured as a supervisor on the telephony platform itself to allow silent monitoring/barging into at the designated target device using feature code sequence “*51″/”*53″, without also requiring a challenge password to be entered.
When using the BroadSoft BroadWorks platform, a silent monitor operation can only be successfully performed when your extension has been configured on the telephony platform as a supervisor of a call centre group that is specifically assigned the Premium license, where the designated target device is also configured as an assigned agent against your associated supervisor entry. Your extension account on the BroadWorks platform must also be configured with both the “Call Centre Monitoring” and “Directed Call Pickup with Barge-in” services enabled too. However, the target device must not be configured with the “Barge-in Exempt” service, or where this service is enabled the target device’s “Call Control“->”Barge-In Exempt” setting within the BroadWorks native web provisioning portal should be specifically turned off.

Q: Where Can I Get Further Information About Akixi Settings?

A: Akixi Help Portal provides a detailed and well-structured overview of the Akixi Service, its usage and configuration. To access the Help Portal, sign in to Akixi and press the “F1″ button on your keyboard (or navigate to the bottom of the page and click “Help“.

Q: Why Do Abandoned/Overflowed Off Hunt Group Calls Always Get Reported Against The Same Person?

A: When using a ‘collective’ hunt group, where one call will ring all group members at the same time, Akixi will arbitrarily select only one of these hunt group members to use against the call record. This may always be the same person and in many cases will be the last member added to the hunt group. In other hunt group types, Linear, Cyclic and ACD, the call will be directed to a specific hunt group member and therefore Akixi will correctly report the extension at which the call abandoned or overflowed off.

 

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