Call Accounting and Phone Reporting for Shoretel

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

Calltrak Call accounting software will collect CDR from Shoretel by IP Connection. As CDR is collected, it is processed by the Calltrak services and stored in a centralised SQL Server database. Calltrak will collect from multiple Samsung Office Server 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.

To configure Calltrak for Samsung Office Server call accounting, select the Shoretel Legacy CDR Text PBX Type from the site details configuration option.