Introduction. Business

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1 Introduction CTAPPS MyCallSystem (MCS) is an ideal solution for medium to large organizations who wishes to have detailed information and advance billing to manage its telephones calls, lines transactions or usage in its organization. It helps to allocate telecoms costs to various individuals, department, and operator or cost centers. Problem areas are identified such as costs of usage increase, call traffic duration, user information and call details. Provides detailed information of each telephone call such as call duration, date/time, dialed number. Generate reports based on extension, intercom, department, authorization code, inter-companies and call transactions. Tools to dramatically cut down expenses such as Credit Management module to maximize efficiency and reduce costs To create new opportunities for generating maximum revenue by customers and partners. MyCallSystem integrate with various network and communication equipments including IP PABXs, PABXs, gateways, routers, switches and is suitable for organizations of any size for any network configurations. It has integrated with communication systems including Quintum, Cisco, Softswitches, Avaya, Alcatel, Nortel Networks, Ericson, Siemens, Panasonic and NEC to enable the delivery of advanced value-added IP solutions to the enterprise market. All types of organization can benefit from MCS solutions, including contact centers, financial institutions, airline companies, business centers, hotels, governments, universities, hospitals and ASPs. Any organization concerned with budget management and expenditure reduction will profit from choosing CTAPPS MyCallSystem solutions. Business Businesses use MCS daily to provide detailed information of each call made either outbound or inbound calls. MCS viewed as a primary means of cutting expenditure costs and allowing workers to be more productive. In addition, our solutions offer flexible CDR formatting in order to deliver usage information without extensive and expensive custom development. The system supports from single to multiple rate plan for various charging. Business Applications:- Universities Hospitals Hotels Financial Institutions Airlines companies Manufacturing companies Contact Centers Governments Sector Application Service Provider (ASPs)

2 MCS consists of 4 main engines: MyReader The MyReader engine handles the raw data capture from any 3 rd party Telecommunication systems (KTS, PBX, Router, etc) to obtain and organize the call data record (CDR) information. This allows MCS to integrate and work with the vast majority of existing platforms. Data capture can be done either via RS232 serial or LAN link. MySMDR The MySMDR engine handles the main data archiving and processing of CDR. The call detail records can either be extracted from MyReader or imported directly from a previously dumped server (for multiple locations). MySMDR engine will then process the information and update to the database. MyManager The MyManager engine used for managing the database such as user, trunk, employee, rate plan, reporting and etc. AutoReport The AutoReport engine will handle the report generation based on the schedule and out to predefined user's box. Your Gateway to Fast and Efficient Telephony Management The MCS system is a PC based solution running on any Windows (minimum XP recommended) environment. Consist of web based management tools, users may access and update the database system by browser in their workstation. The system allow 5 concurrent users login to the system, system admin can set the access permission based on division, department, page to access, call charges access, pin code access, etc. Backup protection is also included, as an auto-restart recover after a system shutdown can be set up for the system. Fields can be easily set up for flexible rate plan management, extension list, trunk configuration and etc. Import function is available for certain data management to cut short the data entry time With server configured, user may create schedule for report generate automatically and send out to the predefined address. The report generation come with 7 search criteria for user to customize their required report from the default of 14 reports in the list.

3 System Architecture:- PABX (Siemens, Alcatel, Nortel, Avaya, NEC etc) P S T N LAN/Serial Port MyCall System Application Database Third Party Application LAN/WAN Figure (a) MyCall System with PABX Figure (a) MyCall System with Voice Gateway

4 MyCallSystem consists of 5 different platform. These are:- 1. Call Accounting System Call Accounting System (CAS) is mainly to monitor and calculate the telephone usage for outbound calls. Basically, CAS is to provide a detailed telephone usage report based on the CDR or information gathered from the Private Automated Branch Exchange (PABX) or Voice gateway. CAS helps by providing a comprehensive reporting & billing solution to efficiently allocate all telephony costs to specific departments, divisions and branches etc. It includes total number of calls and duration, call charges, longest call duration, highest call charge, outgoing calls trunk summary, individual extension outgoing/incoming calls, commonly called number and over-budget statistics. CAS allows monitoring the individual telephone activities of employees that captured by PABX or voice gateway and determine their productivity while preventing misuse of the company s communication resources. With these reports for predicting peak periods during the day, to allow staffing adjustments and monitor telephone misuse and abuse. Call Accounting System Reports:- Executive summary report Detail outgoing call report Detail incoming call report Detail intercom call report Departmental summary outgoing call report Trunk summary outgoing call report Extension summary report for outgoing by extension Extension summary report for outgoing by department Summary budget call report Over budget call report Longest call report Highest per call charge report Highest extension call charge report Commonly called report 2. Call Traffic Management Call Traffic Management (CTM) is mainly to monitor the call traffic for inbound calls. Basically, CTM is to provide a detailed call traffic report based on the CDR or information gathered from the Private Automated Branch Exchange (PABX) or Voice gateway. This package provides you with basic call traffic management which measures your trunk line utilization. It includes usage trend on congestion, answered and unanswered calls, abandon calls, average talk/ring time before answer, incoming and outgoing call trunk hourly traffic and peak hour report. CTM captures PABX traffic information, consolidates and processes it into a concise management reports presenting with all information to make critical decisions.

5 Call Traffic Management Reports:- Detail Incoming External Call Report Detail Incoming Call Report (External/Internal) Summary Incoming Call Report Details Abandon Call Report (External/Internal) Summary Abandon Call Report Summary Answer And Not Answer (External/Internal) For Extension Hourly Answer and Not Answer Call - Extension Hourly Answer and Not Answer Call - Trunk Peak Hour Incoming Outgoing - Extension Peak Hour Incoming Outgoing - Trunk Ringing Time Report By Date Time Ringing Time Report By Extension Conversation Time Report Availability report Console Abandon Call Report Detail Incoming Call Report (External/Internal) For Console Summary Incoming Call Report For Console Detail Abandon Call Report (External/Internal) For Console Summary Abandon Call Report For Console Summary Answer And Not Answer (External/Internal) For Console Console Call Queue Report 3. Call Traffic Management with Erlang Call Traffic Management with Erlang is the extension to basic call traffic management report where it provides you with the trunk line recommendation based on actual utilization statistics and set parameters for percentage of congestion level. Erlang is a unit of measurement of traffic density in a telecommunications system. It describes the total traffic volume of one hour or 3600 seconds and to understand traffic patterns within a voice network and use the figures to determine how many lines are required between a telephone systems and a central office or between network locations. Call Traffic Management with Erlang Reports:- Busy hour call attempt report Trunk group utilization summary report for incoming and outgoing Trunk group utilization summary report for incoming Trunk group utilization summary report for outgoing Trunk details utilization summary report for incoming and outgoing Trunk details utilization summary report for incoming Trunk details utilization summary report for outgoing Total number of calls for trunk group report Busy hour report of trunk group for incoming traffic Average hour report of trunk group for incoming traffic Busy hour report of trunk group for outgoing traffic Average hour report of trunk group for outgoing traffic Busy hour report of trunk group Total number of calls for internal traffic report

6 Busy hour report of internal traffic report Average hour report of internal traffic 4. Credit Management for Call Accounting System Credit Management allows the system to automatically check the credit limit based on each extension or authorization code. When the credit limit is exceeded, an will automatically be sent to the supervisor with the message that the extension or authorization code has exceeded its limit. It can also send a command line to bar that particular account/extension in the PABX. This module can value added to Call Accounting System module. 5. MyAbandon Call This package provide you with the abandon call back functionality, alert operator via screen pop based on predefined threshold, online counter to track abandon call and auto on user who have highest abandon call.