Call Accounting and Phone Reporting for Avaya INDex

Analyse Avaya INDex 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 INDex phone bill reconciliation and call accounting
Compare extension, department, division and site usage for the Avaya INDex 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 INDex telephony

Calltrak Call accounting software will collect CDR from Avaya INDex by the direct connect method. As data is collected by the serial port, it is processed by the Calltrak services and stored in a centralised SQL Server database. The virtual sites will require their own unique extension range. Calltrak will collect from multiple remote Avaya INDex installations using the LAN connection methods when Com ports are exhausted 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 being used to monitor phone usage by call center agents and for billing and recovering additional charges such as line rental, handset rental etc.

To configure Calltrak for Avaya INDex call accounting, select the Avaya INDX PBX Type from the site details configuration option.