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Fixed Telephony - Accessories

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Call Logging

What call logging does

Your telephone system (or PBX) produces a packet of data (a call record) after every phone call your organisation makes through it. These call records contain important information about each call, including whether it was an incoming call, and outgoing call, or another type, such as an internal (extension to extension) call.

Call records contain details of the calling party and the called party, as well as extra information such as the length of time it took to answer the call, the number that was dialled, the caller ID of the calling party, and other information, such as which telephone line (trunk) was used to carry the call.

The practice of call logging involves capturing these call records, sorting and storing them in a central database, and their subsequent retrieval by way of a reporting interface.

Reasons for using a call logger

Your telephone system will normally output a call logging record every time someone makes, receives or transfers a call within your organization.  Using your call logger, you can collect and use this information to glean invaluable management information.

The days of having to wait for your call logger to produce a ream of almost indecipherable paper reports are long gone.

Using today's web technology, you can have this up-to-the-second call information displayed on a plasma screen or indeed any monitor. Good call management products will allow you to create unlimited live screens and customize each according to the specific requirements of individual teams, site or users so that you have full visibility of all call activity at all times.

You don't even have to be in the office to see this valuable information, you should be able to log onto these live screens from your PDA or the ubiquitous Blackberry - all you need is web access!

You don't even have to be in the office to see this valuable information, you should be able to log onto these live screens from your PDA or the Blackberry - all you need is web access!

Of course you can still schedule reports to be delivered by e-mail, file or even paper!  This information will help you effectively manage not just your telecommunications but also provide a valuable blueprint of activity throughout your organization.  The types of information that will be provided include the following:

Do you have enough lines?

You will be able to determine how many lines are being used concurrently for your whole organization, for a particular site or even on a particular team.  This means that not only do you not pay for unused lines but you can relax knowing that your callers are not getting engaged tone.  If this is a critical area for your organization, why not trigger an alarm once particular thresholds are met e.g. all lines in use.

Alternatively select 'line usage' as one of the display panels on your up-to-the-second display boards so you can monitor at all times.

Identify busy days/times

Instead of guessing what your call patterns are, why not run a daily or hourly activity report and see for yourself what is really happening.  Are you losing calls early in the morning are just after you close because your staffing hours are wrong?

How quickly and effectively are your people answering calls?

Do you know which teams/people pick up calls immediately or who's letting calls just ring and ring?  Do you know if any particular team member is letting the others down by not answering their fair share of calls or passing calls over to another team member rather than dealing with the call themselves?

All-in-one simple solution

Don't bother with upgrades and add-ons if you expand your phone system - make sure you get all features as standard.  These include logging of inbound, outbound, lost, transferred calls.  Billing, line utilization, alarms, display boards, live call view, tariff editors, unlimited concurrent access, frequent numbers, target response.  You will also need to be able to view all reports on an ad-hoc basis as well as run scheduled reports.

Web interface

No serious call logging system today should be without the ability to report on your call information through a web browser.

No extra client software

Don't let the call logger violate your network security policies, or allow dubious third-party client software to clutter your desktop machines.  The call logger's reports should be accessible through a standard web browser with no client software whatsoever.

Ability to upgrade from one version to another

Companies grow and expand so what suits your organization today, may not suit tomorrow. You should be able to upgrade from one version to another by simply paying the difference in cost so you don't get penalized for being successful.

And just as importantly'get some reference sites e.g. If your supplier claims they supply Enterprise solutions to organizations with 5000+ extensions, ask to speak to a couple of them.

Easy access to information

There is no point in logging calls if you can't easy access the call information. At a minimum, you should be able to view from your desktop, have scheduled reports e-mailed or printed and live information for relevant teams displayed on live screens.

No hidden charges

Sometime alternative software sounds cheap but then you discover that you have to pay additional charges to monitor more sites, to allow more users to access reports or to allow you to display your information on a wallboard.  It's always worth getting your vendor to confirm on day one whether these charges are included or whether they will cost more.

 

Retrieving call data

In the early days of call logging, to obtain call reports, the operator had to physically attend the PC console and enter the parameters for each report, wait by the printer, and finally collate the reams of paper into meaningful reports.  Many call logging systems still operate this way, but most now provide a web browser interface over your local area network.

Web reporting interface

Because authorised users can now access reports from anywhere using any standard web browser, it's easy to run reports on demand, send them as e-mail attachments to interested parties, or print them for inclusion in wider research.

Advanced call logging systems include the facility to offer this 'web reporting interface' as part of the same product, whereas the thrifty type will rely on there being existing web server software in place, which can not only be an extra hidden cost but an additional IT headache.

Our call logging products

All of our call loggers have a few features in common.  They all log all data output by your switch and allow you to report on all of this data using intuitive pre-defined reports as well as custom reports where you can easily select your own reporting criteria.

All TIM call loggers include a built-in native web server straight out of the box so no external software is required.  All can be accessed remotely via any standard web browser without the need for client software.

TIM Enterprise

The award-winning call logger for big business, with a robust SQL back-end for high-volume call processing, an unlimited-depth hierarchy and the ability to integrate with your own back office processes and applications.

TIM Plus

The mid range, feature-rich call logging and statistics package, ideal for SMEs with up to five telephone systems.  Runs as a Windows Service and is completely administered using just a standard web browser.

TIM Professional

The market-leading entry-level call logging application, ideal for single sites, and up to 300 extensions.  One great low price for all sizes.

Choosing the right product

If you have one single phone system and need to log no more than 300 extensions, our no-hassle TIM Professional application is the simplest, easiest-to-use call logger on the marker.

If you have more than one PBX or want access to the great live, up-to-the-minute wallboard and leaderboard statistics, choose the TIM Plus product which runs as a Windows Service and is completely administered using a standard web browser.

If your business communications are a mix of interconnected voice networks, either from one PBX vendor or many, and you need an accurate reporting hierarchy that matches your business structure, choose our award-winning TIM Enterprise call logging platform.  It's fully customisable, you can delegate administration to key personnel, and it runs on robust SQL technologies such as MySQL or Microsoft SQL Server.

Remember, you can audition any of our products, free for a fixed time, so try them all if you must!  Before deciding, feel free to click here for a product comparison sheet!

Try before you buy

Of course!  We want you to be completely satisfied with whichever of our products you choose and allow you to download and test any version - or several - to ensure you're happy that it does everything you want before you consider buying it!

Of course, we include full access to our support desk for the duration of the trial so that you can evaluate not just our software but our service and support also!