Reports read best in your organization's own terms. Extensions & departments holds the extensions your phone systems report, the names people know them by, and the departments they belong to.
Extensions
- Extensions appear automatically as calls arrive, with the Name on PBX and their calls over the last 30 days.
- Give each a Display name (up to 120 characters), a Department and, optionally, an email.
- Archive hides an extension you no longer use; its calls stay in reports. Restore brings it back.
- If someone else changed the same extension while you were editing, Telyzer asks you to reload rather than overwrite their change.
Departments
Add department creates one; names are unique. Rename keeps everything attached to it. Delete moves its extensions to no department, and their calls keep their history. A department that someone's access is limited to can't be deleted until it is removed from their access under Team.
Import from a spreadsheet
- Choose Import CSV, pick the site the extensions belong to, and choose the file.
- Columns: extension, name, department, and optionally email. A header row is skipped.
- Telyzer shows what each line would do (add, update, no change, or error) and how many new departments it would create, before anything changes.
- Choose Import. Valid lines are applied and the others are listed with the reason.
A blank cell keeps what is there; a department name that doesn't exist yet is created (names match ignoring case). Up to 5,000 extensions per import.
Service levels
Each department has a target: Answer within (s), from 5 to 600 seconds of ringing, for a Target % of its inbound calls. New departments start at 80% within 20 seconds. Choose Edit on the department to change it.
- Service level = inbound calls answered by a person within the department's time ÷ all its inbound calls, missed ones included.
- A call counts against the department of the extension that answered, or that rang last.
- The Service level by department report shows each department's level against its target as met or missed, with average and longest time to answer; the wallboard shows it for today.
Department-scoped access for managers
You can limit a member to some sites and/or departments. Open Team, find the person, and under Sees choose Limit:
- Tick sites, departments, or both. With both, they see calls that match both, for example one department at one branch.
- Their call list, reports, exports, wallboard, callbacks and the reports they schedule then show only those calls. The portal tells them: “You see calls for: …”.
- In the directory they see only their own extensions and departments. They can name their extensions and move them between their own departments, but adding, renaming or deleting departments, changing targets and importing are for people who see the whole organization.
- Remove limit lets them see every call again. Owners always see everything.
Department-scoped access is part of the Business and Enterprise plans and the trial. On other plans a saved limit is kept but not applied, and Team marks it “(not applied on your plan)”. The Manager role (reports and the directory for the person's assigned scope) is designed to be used with it.