Frequently Asked Questions - Sales
What are the Hardware and Operating System requirements?
What collection methods can Calltrak handle?
Are there any limits on the number of extensions?
Are there any database limitations?
How much data can I store and report on using Calltrak?
Is Calltrak Web-based?
Are the number of user connections limited?
Is the installation difficult?
I have a client with multple phone systems from differing phone vendors. Can Calltrak process the data ?
I have a client with Cisco Unified Communications Manager with routers spread at various locations across the country. How can I get accurate call costing across the separate geographical locations?
Can user access be restricted on certain reports and features?
Is there a report scheduling facility?
Can the generated reports be exported and further processed on our applications?
Can I maintain the call pricing?
Is it possible to add extra billing to normal phone usage such as line rental, voicemail etc?
Can Calltrak help me identify a service level provided to my customers ie how many calls are answered in a defined time?
Can Calltrak reprocess data using a different pricing scheme?
What are the Hardware and Operating System requirements?The operating system that Calltrak operates on needs to be Windows based. The PC/Server can be 32 bit or 64 bit architecture and the operating system can be any version of Windows from Windows XP Pro upwards. Internet Information Services (IIS), IIS6.0 and ASP.NET needs to be installed and enabled on the Windows OS. CALLTRAK will also work on Virtual machine equipment.
What collection methods can Calltrak handle?Calltrak can collect through various methods including Serial port collection, SQL collection for Cisco Call Manager 4.2, FTP Collection for Cisco UC500, Call Manager 6.0, 7.1 and above and Cisco Call Manager Express system, IP Connection Server for Avaya Communication Manager and other systems, IP Connection client/server or CSV File connection for Avaya IP Office or other systems, LAN Connection for remote office collection using Calltrak remote collector applications. Calltrak will also collect from the unique CDR data stream of the NEC Univerge SV8300 phone system.
Are there any limits on the number of extensions?There are no limits on the number of extensions. You are only limited by licencing. Our largest installations have over 30000 Extensions!
Are there any database limitations?Depends on the Database architecture. SQL Server Express 2005, is supplied standard with the Calltrak installation wizard. It has a limit of 4GB capacity (and other restrictions). More recent releases of SQL Server Express have up to 10GB database. SQL Server 2005 and above is also limited by the licence purchased. We have installations processing greater than 400000 calls per day and running smoothly! If you install your own release of SQL Server (or Express), please include tools ie Management Studio and set up the logon for SQL Server authentication.
How much data can I store and report on using Calltrak?The amount of data able to be stored on Calltrak depends on the following factors 1. Hardware specifications including hard disk capacity and 2. SQL server (Express) licencing. The data is stored in a detailed database file where it may be reported on in a detailed or summarised format depending on the report options chosen. There are no date limitations on the reports generated and they may be generated, daily, weekly, monthly or on an ad-hoc basis ie whatever date range required.
Is Calltrak Web-based?Yes! Calltrak is a web-based (or browser based) application. It can be accessed by any computer on the company network using any browser such as Internet Explorer, EDGE or Chrome. There are no client applications to install on PCs wishing to access Calltrak.
Are the number of user connections limited?On SQL Server and SQL Server Express, there are limitations based on licencing. Also, Windows XP Pro has a limitation of 10 users. With suitable licensing, restrictions on simultaneous user connections are minimal. There is not limit on the number of extensions being reported on.
Is the installation difficult?Depends. Calltrak installation is executed through an install script. The prerequisites include IIS, IIS6.0 and ASP.NET installed with either 32 or 64 bit windows OS. The .config service files and ODBC connections also have to be configured with the correct SQL Server credentials. The install script will install all supplementary requirements. When installing SQL Server, the installation manual will guide the proper method for attaching the Calltrak database. Should you require further help, every Calltrak application is sold with 7 days installation support via email and phone support (limited to 21 requests).
I have a client with multiple phone systems from differing phone vendors. Can Calltrak process the data ?Yes. Calltrak can process multiple phone vendors data on the one web based application. Whether you have Cisco Call manager at one site and Avaya Communication manager at another and another vendor elsewhere, all data is collected, processed and stored on a centralised database.
I have a client with Cisco Unified Communications Manager with routers spread at various locations across the country. How can I get accurate call costing across the separate geographical locations?Calltrak will collect the data through a central repository and depending on the unique extension range, process the data according to their pricing schedule.
Can user access be restricted on certain reports and features?Yes. Calltrak can be configured for each individual user to access certain reports or features or extensions.
Is there a report scheduling facility?Yes. Calltrak can be scheduled to generate any system reports and then have them emailed to any user or group email address. You can also use gmail mailing server.
Can the generated reports be exported and further processed on our applications?Calltrak reports are generated using the Crystal reporting engine. This allows for exporting to various formats including Excel, pdf, word, html. Once exported the reports may be further manipulated through excel.
Can I maintain the call pricing?All Calltrak tables are user maintainable and configurable. You can provide call pricing based on up to 3 time bands per day and have separate pricing for weekdays and Saturday and Sunday.
Is it possible to add extra billing to normal phone usage such as line rental, voicemail etc?Yes. With Calltrak reporting, you can add an unlimited amount of additional charges to an extension whether that be Line rental, handset, voicemail, office rental etc. You can also add any relevant government taxes such as GST or VAT.
Can Calltrak help me identify a service level provided to my customers ie how many calls are answered in a defined time?Calltrak has Erlang C reports that are designed to do just that. These reports will provide data in half hour intervals and identify the service levels generated using Erlang C formula and the number of distinct agents on at that interval. Also displayed is the percentage agent occupancy, probability a call waits as a percentage and the Average Speed of Answer (ASA). All these values are calculated depending on a Target answer time threshold entered by the user.
Can Calltrak reprocess data using a different pricing scheme?Yes. Calltrak has a recosting option available under System Admin -> Recost Data. Once the recosting of data is being executed, normal costing of data ceases until the recost has completed. Recosting of data can take some time, depending on call volume.
This list is updated on a regular basis as commonly asked questions arise
