Call Accounting and Phone Reporting for Avaya Communication Manager
Analyse Avaya Communication Manager call centre performance using Calltrak call accounting
Identify ring time, lost calls and extension phone usage
Identify calls answered within a time frame and calculate customer service level using erlang C analysis
Interval analysis allowing busy times to be identified and allocating staff
Robust and reliable call accounting software
Totally user maintainable including flexible telecomms call pricing
Phone reporting and call billing solution with the ability to recover extra charges such as line rental, voicemail, handset rental etc.
Multi site reporting with differing phone system vendors on one call accounting application
Schedule and email call billing and phone system reports
Avaya Communication Manager phone bill reconciliation and call accounting
Compare extension, department, division and site usage for the Avaya Communication Manager network
Analyse incoming KPI for extension usage including answer rate and lost calls and talk time etc
Identify abandoned incoming calls or calls gone to voicemail and the time to return the calls on the Avaya Communication Manager telephony
Calltrak Call accounting software will collect CDR from Avaya Communication Manager by the IP Connection Server method. As CDR is collected, it is processed by the Calltrak services and stored in a centralised SQL Server database. Calltrak will collect from multiple core Avaya Communication Manager installations or other phone vendors and generate call accounting reports using the Crystal reports reporting engine where they may be further exported or emailed. All the innovative features of Calltrak are accessed by a web browser such as Internet Exporer or Firefox.
Calltrak is used to monitor phone usage by call center agents, call billing and recovering additional costs such as line rental, handset rental etc. The traffic engineering reports are used to monitor thousands of trunk members and hundreds of thousands of calls per day with multiple Avaya Cores.
To configure Calltrak for Avaya Communication Manager call accounting, select the Avaya Comm Manager Custom PBX Type from the site details configuration option.
Suncorp is a Top 25 ASX-listed company with over $95 billion in assets. We have around 16,000 employees and relationships with over nine million customers. Previously the task of monitoring telephony network performance was cumbersome and involved a high degree of manual processing. With Calltrak incorporated into the Avaya backbone, Suncorp can automate the process with scheduled network trunk reports. Using Calltrak's Line Analysis feature, we can optimise trunk requirements and fine tune our network.
Ian Chatman, Team Leader, Suncorp Enterprise Services