FREQUENTLY ASKED QUESTIONS

frequently asked questions

We have logged the most frequently asked questions here.

However, if you can’t find the answer you’re looking for below, do get in touch and our team will be happy to assist.

If you’re an Akixi channel partner, you can find out more by visiting the Knowledge Base on our Support portal.

The wallboard is available with Akixi 1000, 2000 and 3000 and is compatible with BroadSoft, Siemens and Panasonic platforms. On Akixi 1000, the wallboard displays real-time call statistics in large customisable tiles and each statistic can have a specifically configured alarm. The wallboard can be viewed on a large display screen, tablet or smartphone, either via your browser or the Akixi mobile app. You can find out more about the app here. On Akixi 2000, when used with ACD Agent licenses, the wallboard additionally supports the display of agent-specific activity such as ‘Busy’, ‘Not-Available’, ‘Wrap Up’ and ‘Sign-In’. With Akixi 3000, the wallboard includes the additional functionality for omnichannel analytics.

You can find out more about the Akixi mobile app on our website here. This page gives you links to install the app from your device’s app store, shows you the credentials you need to log in, and gives examples of how the wallboard appears on your device.

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. Get more details on the full range of call and contact analytics solutions at Akixi.

Akixi is currently compatible with Cisco BroadSoft BroadWorks, BroadSoft M6, Unify HiPath Series, Unify OpenScape Office / Business and Panasonic TDA/NCP/NS Series telephony platforms.

Yes, it is compatible with certain PBX brands (Unify HiPath Series, Unify 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 Akixi Partner Zone for the Installation Requirements document.

Our Solutions pages give you an overview of which features are available within each level of Akixi. You can also view a matrix of features in the Akixi brochure which is available to download from the Resources page.

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 and select ‘Scheduling’, underneath ‘Report Scheduling’ you can drop down and select how often you would like your reports sent.

The Akixi F1 Help Guide provides a detailed and well-structured overview of the Akixi Service, its usage and configuration. To access the F1 Help Guide, sign in to the Akixi application and press the ‘F1’ button on your keyboard (or navigate to the bottom of the page and click ‘Help’.

If you can’t remember your Admin password then please raise a ticket with us via the Support portal (https://support.akixi.com) and we will gladly reset this for you.

Your customer will be able to reset their Akixi Supervisor password themselves by clicking on ‘Can’t Access Your Account’ on the login page. If they are unsuccessful for some reason, you are able to log in with your Admin account and reset your Supervisor’s password. For step by step instructions please refer to our Admin User Guide which can be found on the Partner Zone at https://partners.akixi.com.

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 ‘Wallboard and 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 one 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 ‘Wallboardor time interval reports will count inbound calls and ring time differently in this case compared to an ‘Extension List’. The ‘Wallboard’ and interval-based reports consider 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 ‘Wallboard’ and certain other reports work).
  • Extension and agent reports don’t show queueing abandoned hunt group calls
    Hunt group calls that were never 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 ‘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 section of the Akixi F1 Help Guide (Chapter 23, Reports Not Adding Up).

Modify the report (by clicking on a corresponding icon, i.e. 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.

The Service Level statistic is available with Akixi 1000, 2000 and 3000.
To set the Service Level statistic, modify the report 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.

The ‘Forced Intrude’ call control item isn’t supported on the Siemens HiPath telephone system.

BroadSoft BroadWorks Platform

A ‘Forced Intrude’ (Barge-In) operation can only be successfully performed when your extension has been configured on the telephony platform with the ‘Directed Call Pickup with Barge-in’ service enabled, which is only available for use when the BroadSoft Premium Enterprise license feature pack has been previously applied to the platform. 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. Note that a temporary Click-To-Dial announcement call will be made to your currently configured endpoint location(s), which must be manually answered first in order to barge into the target destination. However if you are using a Polycom endpoint configured for use without the Shared Call Appearance feature, then the target device is barged into directly.

In order to test whether the telephony platform related configuration is correct, you should verify first whether a barge-in operation can be performed manually from the designated extension using feature code ‘*33’ followed by the number of the extension you wish to intrude or barge-in on.

BroadSoft M6 Platform

A ‘Forced Intrude’ operation can only be successfully performed when your extension has been configured as a Supervisor on the telephony platform itself, to allow barging into calls at the designated target device using feature code sequence ‘*53’, without also requiring a challenge password to be entered.

In order to test whether the telephony platform has been configured correctly, verify that a ‘Forced Intrude’ operation can be performed manually from the designated extension using feature code ‘*53’ followed by the number of the extension you want to intrude on.

For detailed help on this functionality press the F1 key and go to section 19 ‘Call Control –> Call Control (Report Rows)’ of the Akixi Online Help.

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.