Cisco Call Manager Express CME Call Accounting

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Call Accounting and Phone Reporting for Cisco Call Manager Express CME

Analyse Cisco Call Manager Express CME 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
Cisco Call Manager Express CME phone bill reconciliation and call accounting
Compare extension, department, division and site usage for the Cisco 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 Cisco telephony

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Calltrak Call accounting software will collect CDR from Cisco Call Manager Express CME telephony by the FTP Connection method. As CDR is collected, it is processed by the Calltrak services and stored in a centralised SQL Server database. Calltrak will collect from Cisco Call Manager Express CME installations or other phone vendors and generate call accounting reports using the Crystal reports reporting engine where the reports may be further exported or emailed. All the innovative features of Calltrak are accessed by a web browser such as Internet Exporer or Chrome.

Calltrak is used to monitor phone usage by call center agents, call billing and recovering additional costs such as line rental, handset rental etc.

To configure Calltrak for Cisco Call Manager Express CME call accounting, select the Cisco CME PBX Type from the site details configuration option.

Cisco Call Manager Express CME Call Accounting schematic

Equipment used:
Cisco UC560-FXO-K9
IOS versions - 15.0(1)XA3A
Handsets: Cisco 7960, 7961, 7945, SPA504G, SPA525g

For more information on Cisco UC500 ... click here

... several business units have requested a functionality where they can keep track of incoming, outgoing, missed and duration of calls. The CALLTRAK system does all this (and more) brilliantly. The system compiles all the data in a clear, easy to read report and it can also be programmed so the report is automatically generated and sent to relevant personnel's email ... the CALLTRAK system does what the City requires and also offer more functionalities, which we are definitely taking advantage of.

Antonius Pujianto, Senior Project Manager, City of Swan