why call accounting still matters
TRANSCRIPT
SPOK® ECLIPSE CALL ACCOUNTING
WHAT IS CALL ACCOUNTING (CDR)?
Gaining a detailed understanding of the calls processed throughout your organization
WHY CALL ACCOUNTING?
• Billing purposes
• Staff productivity
• System optimization
• Long distance bill reconciliation
• Tracing calls
• Toll fraud
SPOK ECLIPSECALL ACCOUNTING AND REPORTING
Logs detailed information about every call made and received• Assess detailed call volume and cost in real
time to determine resources needed
• Use tools to monitor voice network resources,employee telephone usage, and bill-back information
BENEFITS:• Reveal true cost of doing business
• Detect improper use of corporate resources
• Provide an audit trail of phone activities
• MS SQL 2008 (MS SQL 2012 1st Quarter 2015)
• Crystal Reports - Version 11
– Ability to export to PDF, Word, Excel, HTML, etc.
• Supports all current versions of MS Windows Server offerings up through 2008 R2 (64 bit)
– Works in a virtual environment
– MS Windows Server 2012 scheduled for 1st quarter 2015
• Unlimited number of calls (only disk space constraint)
• Over 140 standard reports (Detail, Summary, Traffic, Trends)
• Email Reports, Alarms, and Backups using SMTP or Outlook
• Eclipse Task Runner to schedule reports, call collections, backups, Import and Export routines
• Email Merge function to run one consolidated report and email individual sections to the appropriate persons based on the email field
• Built-in toll fraud alarms
SPOK ECLIPSE FEATURE SUMMARY
WHY CALL ACCOUNTING?
Billing purposes
• Departmental/employee chargeback
– Allocate costs back to departments, cost centers, employees
– Provide both summary and detail
DEPARTMENT SUMMARY REPORT
EXTENSION DETAIL
WHY CALL ACCOUNTING?
Billing purposes
• Bill-back of clients
• Sharing and resale of phone calls
– Ex: Medical practices, hospitals, hotels/motels, shared office suites
BILL BACK OF CLIENT VIA EXPORT
Example: Law firm billing back clients for calls made on their behalf
• Spok Eclipse provides an export automatically once a week for each location
– That file gets imported into their billing system
DEPARTMENT SUMMARY BILL
USER CALL TYPE SUMMARY WITH TAXES
TENANT DETAIL BILL
WHY CALL ACCOUNTING?STAFF PRODUCTIVITY
Staff Productivity – Abuse/Misuse
• Call center – operator statistics
– How many calls are they handling?
• Sales departments
– How’s that cold calling coming?
• Client support
–Who and how much are they supporting?
– Too much time on the phone in general?
–Why are they spending so much time with this or that client? Does it need escalation?
ACD AGENT INCOMING STATISTICS
OPERATOR INCOMING STATISTICS
USER ACTIVITY RANKED BY HIGHEST DURATION
LONGEST DURATION CALLS
LONGEST DURATION CALLS WITHOUT CONFERENCE
FREQUENTLY CALLED NUMBERS
PHONE NUMBER ID SUMMARY
DEPARTMENT SUMMARY
DEPARTMENT SUMMARY DRILL-DOWNS
WHY CALL ACCOUNTING?SYSTEM OPTIMIZATION
• Phone network optimization
– Is the PBX programmed correctly for the volume of various types of calls?
• Phone system diagnostics
– Are all of the trunks working?
– Are calls going out the right trunk groups?
• Stale extensions
– Are there extensions without activity that can be reassigned?
TRUNK GROUP SUMMARY BY DURATION
TRUNK GROUP SUMMARY DRILL-DOWNS
Drill Down 1
Drill Down 2
TRAFFIC ANALYSIS
TRUNK DIAGNOSTIC REPORT
TRUNK UTILIZATION
EXTENSIONS WITHOUT ACTIVITY
WHY CALL ACCOUNTING?BILL RECONCILIATION
• Long distance bill reconciliation
– Does your phone bill match up against the call accounting system?
– Requires correct pricing in the Spok Eclipse system
– Need to compare apples to apples
• Airport Authority
– Takes monthly bill and allocates that cost into the Spok Eclipse system
– Calls are marked up or down based on the percentage of allocation
COST ALLOCATION WIZARD
COST ALLOCATION BY DEPARTMENT
WHY CALL ACCOUNTING?TRACING CALLS
Examples:
• A fax machine keeps calling the same private residence number, and they aren’t too happy about it
• Just received a bomb or similar threat. You have Caller ID and maybe they didn’t block the number or it originated from within the company.
• Someone just made a 911 call
• You want to track how an incoming call was transferred
SEARCHING ON A SPECIFIC NUMBER
TRACKING THE TRANSFERS OF A CALL
WHY CALL ACCOUNTING?TOLL FRAUD
• Long duration calls• Too many tandem calls• Too many international calls• Too many “off hours” calls– Hackers get in via direct inward system
access (DISA) or Tie Trunks and then obtain dial tone to dial out anywhere
– Often the culprit is the company’s voice mail system
• 900 numbers–Most companies block them at the PBX
Spok Eclipse alarms are displayed on the screen and
can be sent via email, pagers, and NetSend
SPOK ECLIPSE ALARMS
Call to Monitor Phone Number Out: Security Emergency, 15555. • Phone number: 15555• Date and time: 03/20/12 08:45
AM• User: Armenti, Tracy• Extension: 13711• Duration: 00:01:00• Cost: $.00• Location: INTERNAL• Type: Intrn
Call to Monitor Phone Number Out: Emergency, 911.• Phone number: 911• Date and time: 03/19/12 04:12
PM• User: Nurses Station-
Residential Care, Four West
• Extension: 5697• Duration: 00:00:42• Cost: $.00• Location: Assistance• Type: Out
ECLIPSE ALARMS VIA EMAIL EXAMPLES
ECLIPSE ALARMS VIA EMAIL EXAMPLES
Call to Monitor Phone Number: International, 011*. - Phone number: 011-551187574362- Date and time: 03/14/12 06:26 PM- User: Frank, Jessica- Extension: 13710- Duration: 00:02:18- Cost: $.60- Location: BRAZIL- Type: Out- Site: Washington DC
No Calls Processed during last 00:31 (HH:MM) interval- Date and time: 03/20/12 12:18 PM- Site: 1 Penn Plaza
SUMMARY ECLIPSE BENEFITS
• Keep tabs on employee’s time spent on the phone
• Detect operator or call center staffing issues
• Trace calls made or received
• Detect Toll Fraud
• Monitor your phone system’s capacity
SPOK ECLIPSE STANDARD SOLUTION
SPOK ECLIPSE CS1000 DBA SOLUTION
SPOK ECLIPSE CISCO UCM SOLUTION
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