Maximising your use of Tiger Prism within the NHS: A comprehensive guide

Tiger Prism offers a wide range of powerful features designed to enhance your telephony reporting and analytics capabilities. This blog aims to address some of the most common questions from our NHS customers, providing guidance and practical tips to help you make the most of the Tiger Prism platform. 

Call tracing with wildcards 

Tracking call journeys made easy 

Have you ever received a complaint from an external caller and needed to track the journey of the call to see who they spoke to? With Tiger Prism’s Analytics tool, call tracing is straightforward.  

Here’s how you can do it: 

1. Use the Inbound External Calling Digits widget:  

• This widget, available in the Telephony widget library, helps you find your call easily. Detailed notes on how to use and configure this and many of our preset widget templates are included in the dedicated widget library. 

2. Employ wildcards:  

• If the caller’s number isn’t fully logged, using wildcards (e.g. replacing the leading zero with %) can help you locate the call. 

3. Track the call journey:  

• Click on the burger bar to the left of the leg start field to see the full breakdown of the call journey.

Zero usage 

Optimising endpoint licences 

Running out of licenses for endpoints can be frustrating. The Zero Usage report in the Prism reporting suite can help you identify unused endpoints across your estate, allowing you to reassign them to new users.

The report examines the directory, and identifies any endpoints that haven’t been used during the selected date range.

Understanding call outcomes 

Deciphering call outcomes 

If you’re puzzled by certain call outcomes, Tiger Prism provides detailed explanations to help you understand what is happening with your calls.

The platform covers a variety of outcomes such as connected, busy, do not disturb, no answer, no privilege, no resource, no ring, and more. Additionally, Tiger Prism provides insights into initiating and terminating reasons, including scenarios like conference calls, call diversions, enquiries, and group pickups. This comprehensive information helps you gain a clearer understanding of your call data. 

The Tiger Documentation library serves as your online helpdesk, offering a range of helpful resources to support you in making the most of Tiger Prism. 

Monitoring trunk usage

Preventing oversubscription of trunks

Receiving reports of external callers getting a busy tone? The Channel Group Utilisation dashboard and report in Tiger Prism can help you monitor trunk traffic and identify oversubscription issues.  

Here’s how to use it: 

1. Select Trunk Groups:  

• Use the dashboard to choose the trunk groups you want to monitor. 

2. Check Usage:  

• The Concurrent Maximum and Maximum Capacity columns will show high usage trunks. Ensure the correct “available channels” are configured under the Network tile for accuracy. 

3. Configure Available Channels:  

• Go to Network >> Channel Groups, click on the burger bar next to the group, and use the Edit button to set the Available Channels. 

Managing user accounts 

Setting up user access 

Need to set up a new user on Tiger Prism with access only to their team’s data? Follow these steps: 

1. Create a Custom Role:  

• Configure roles like ‘My Directories’ for departmental access or ‘View my Data’ for personal data access. 

2. Set Permissions:  

• Define what the user can see on the interface, ensuring they only access necessary information. 

3. Use Enterprise Groups:  

• Control access to specific call detail records (CDR) for different departments. 

4. Apply Exclusions:  

• Restrict access to certain individuals’ data to maintain confidentiality. 

For more detailed information on user account configuration, check out our blog on User Configuration and Security Models in Tiger Prism, or watch the recording of the ‘Ask the Experts’ webinar. 

Tiger Prism is a powerful tool designed to enhance your telephony or Microsoft Teams calls analytics capabilities.  

The features we’ve discussed here are just a glimpse of what Tiger Prism can do. From detailed call tracing and efficient license management, to comprehensive trunk usage monitoring and secure user account setup, Tiger Prism offers a wide range of functionalities ready to be explored and utilised. 

Would you like us to help you discover ways it can support your organisation’s needs?
Get in touch today: hello@tiger.io.