Call Accounting and Phone Reporting for Cisco Unified Call Manager / Communications Manager
Analyse Cisco Unified Call Manager / Communications 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
Cisco Unified Call Manager / Communications Manager 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
Calltrak Call accounting software will collect CDR from Cisco Unified Call Manager / Communications Manager 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 Unified Call Manager / Communications Manager 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 Unified Call Manager / Communications Manager call accounting, select the Cisco Call Manager PBX Type from the site details configuration option.
We have invested heavily in the Cisco architecture, so it was important for us to recover costs by charging residents for handsets on top of line rental and phone call charges and internet. Calltrak enables us to get a return on our investment. It is turnkey technology so the work has already been done for us, which means our staff can be more efficient and productive. In the long term, it saves us time and money
Charles Mellino, Project Director, Baptcare