Call Accounting MITEL

Transcription

1 MITEL Call Accounting To optimize your business potential, you need to know if your telecommunication costs are excessive and if so, why? Are your employees making unauthorized telephone calls? Are you using your ingoing, outgoing and bi-directional trunks efficiently? Are you using the most cost-effective carriers for your trunks? The Mitel Call Accounting solution will answer these questions, and help you use your resources more efficiently. Robust and reliable, Call Accounting enables you to monitor and control telecommunication costs, and gives you a true picture of how much money is being spent and who is spending it. Get the true picture With Call Accounting you can generate reports on all types of calls. You will know every digit dialed on a phone, where employees called, and for how much and how long. You will know the costs associated with trunks across carriers, what you are paying for toll-free lines, and if toll fraud is occurring. You will see the distribution of telecommunication costs across departments, and can reconcile your carrier bills. From enterprise-wide reports, to detailed extension trace reports, Mitel Call Accounting does it all. With Call Accounting toll fraud detection, you will know if costs are excessive due to employees sharing toll free lines, if they are calling restricted numbers or making unauthorized calls. The Call Accounting data mining wizard guides you through a series of questions to quickly pinpoint SMDR events. You can customize the rate tables included with Call Accounting, or integrate a CCMI rate table. Flexible and comprehensive, our rate tables support all possible billing options.

2 Mitel Subscriber Services and Mitel Traffic Analysis The optional Mitel Subscriber Services application enables you to create customized telephone rate plans with which to cost subscriber calls. The optional Mitel Traffic Analysis application analyzes trunk traffic to maximize service levels and decrease costs. Use Call Accounting, Subscriber Services and Traffic Analysis together to ensure you get the best results for your company. Call Accounting provides a comprehensive browser-based solution for managing the telecommunication activity of your entire organization across co-located or multi-site environments. See the big picture with Call Accounting. Reporting Generate over 75 different Microsoft Excel reports over any date and time horizon. You can produce reports on demand or schedule them, and you can automatically reports to individual employees or to employee groups. The choice is yours. Call Accounting provides your team with the information it needs to optimize telecommunication costs and identify cost reduction opportunities quickly and easily. Enterprise reports Extension trace reports Trunk accounting reports Attendant accounting reports Attendant traffic reports Use enterprise reports to: Manage call flow Perform capacity planning Trouble shoot system errors Use extension trace reports to provide detailed call information, and to understand who called, when, and for how long. Use trunk accounting reports to detect when trunks are not configured effectively so you can decrease your operational overhead. Use attendant accounting reports to ensure your attendants are operating cost-effectively. Use attendant traffic reports to: Determine the peak attendant traffic times View when attendants first logged on and last logged off View the total calls answered Enterprise reports provide a broad overview of telecommunications activities and costs by site. Extension trace reports detail individual calls: Digits dialed Call duration Call type Trunk used Account code ACD queue used Agent ID Cost of the call Trunk accounting reports provide cost information on inbound and outbound trunk use. Attendant accounting reports provide call-costing information on attendants, attendant groups and attendant consoles. Attendant traffic reports provide call activity information on attendants, attendant groups and attendant consoles by: Calls answered Shift duration Shift occupancy 2 Mitel

3 Data Mining Quickly find that specific enterprise call record you ve been searching for with the Call Accounting data mining tools. These tools rapidly search through your telecommunication system (SMDR) data on an event-by-event basis. Loaded with filter and search parameters, they can find virtually any telecommunications event across your entire organization. Get a true picture of who is calling whom, and what the calls are costing. Question and answer based data mining Drill-down searching Based on industry standard call accounting practices, use Advanced Inspector to quickly and easily identify inappropriate telephone system use. Use SMDR Inspector to: Locate detailed call information on specific devices Detect and monitor recurring telephone abuse Advanced Inspector provides a series of frequently asked questions to search on: What are the top 10 most expensive outbound calls by extension? What are the telephone numbers of the top 10 inbound calls by duration? What are the telephone numbers of the top 10 inbound calls by frequency? What are the telephone numbers of the top 10 inbound calls by cost? What are the 10 most expensive outbound calls? SMDR Inspector runs detailed searches for specific call events. You can answer pertinent questions. For example: What calls did the extension receive? (Called party) What calls did the extension make? (Calling party) To which extension was the call transferred? (Third party) Mitel 3

4 Toll Fraud Detection Toll fraud, or the unauthorized use of telecommunications services within your enterprise, can result in substantial costs. Call Accounting toll fraud parameters enable you to customize your definition of toll fraud and detect suspect calling patterns. Toll fraud definition Toll Fraud report Address and resolve misuse of your telecommunications system. Use the Toll Fraud report to resolve the misuse of your telecommunications system and avoid excessive costs. Quickly answer the how, what, when and where questions concerning toll fraud. Define toll fraud based on your business needs, using the following parameters: Calls that exceed a predetermined cost Outbound calls on a trunk that is programmed to handle calls that occur within the office only (outbound calls on an intraoffice switch) Calls to a restricted country Calls that are predefined as a specific type: designate premium charged area codes as always toll fraud Calls that are dialed to restricted numbers: designate specific telephone numbers as always toll fraud or never toll fraud The Toll Fraud report enables you to measure call costs against identified toll fraud parameters. 4 Mitel

5 Rate Tables Searching for invoice errors manually can take up to twice as long as searching for them with Call Accounting. You will see the best Return On Investment (ROI) when you focus on high volume, low-dollar invoices: Call Accounting keeps it simple. Customize the Call Accounting rate tables or import rate tables provided by CCMI. Customizable rate tables CCMI rate tables Quickly and easily reconcile your carrier bills against your actual telecommunications use to detect inaccurate billing. from flexible and comprehensive rate tables that support all possible billing options. Import rate tables from a CCMI subscription and save the time required to manually input costing values and maintain them. Manually create rate tables to match your carrier pricing: Create multiple carrier plans (for example, for international and domestic calls) Mix and match carrier plans and devices: assign carrier plans to trunk groups, DNIS or extensions Input virtually any type of rate information into the tables: assign custom costs to 15 different call types Enjoy flexible configuration options: configure call types to have a surcharge per call, a cost per time interval or a cost during discount periods Call Accounting is designed to integrate with rate tables from CCMI. Subscribing to CCMI provides you with the QTEL 5000 Plus database for all your rate table needs. Mitel 5

6 Subscriber Services With the optional Subscriber Services module you can provide switch tenanting services and track the use of the telecommunication services you provide. Subscriber reports allow you to charge back departments, employees and customers using markup or discount pricing. Create detailed invoices you can present to subscribers. Call Accounting and Subscriber Services Customized employee rate plans Customized subscriber plans Subscriber invoices Billing options Division reports Analyze profitability Associate costs to clients based on the subscriber plans to which they belong. Automatically generate client invoices. Save the time required to manually consolidate information and generate bills. Provide increased revenue opportunity. Easily compare the telecommunications activities and costs of employee groups in one report. Quickly view a profit / loss statement for each subscriber. Mark up or discount carrier costs based on customized subscriber plans using flexible cost parameters. The cost parameters include: Percentage change Fixed amount Cost ceiling Minimum duration Subscriber rate tables Create customized subscriber invoices based on the markup or discount associated with specific subscriber plans. Print or reports and invoices from local or remote locations. Itemize charges to subscribers for the optional services they use, such as voice mail and call conferencing. Track the telecommunication services you provide to subscribers, broken down by employee group. Report on all of the employee groups within a division. Detect cost differences between carrier plans and subscribers invoices with the Comparison report. 6 Mitel

7 Traffic Analysis Traffic Analysis is an optional application that provides an overall view of trunk traffic. If your trunks are configured effectively, you save money and provide a high level of service to your customers. With effectively configured trunks, customers do not have to wait long on hold. Traffic Analysis provides Trunk, Route and DTMF Receiver reports. Call Accounting and Traffic Analysis Route Traffic by Period report Trunk reports Route reports DTMF report Use Trunk reports to customize and optimize trunk programming based on call traffic patterns. Use Route reports to fine-tune your routing to ensure that you take advantage of the lowest rates provided by your carrier. Use DTMF reports to proactively manage your DTMF resources. Ensure you always have the optimum number of resources to meet your customer service objectives. Truck reports consist of: Busy hour reports highlight the busiest hour of your business day Traffic by period reports know when trunks experience either high usage with low call peg count or low usage with high call peg count Route reports ascertain whether your callers were able to access the appropriate: Route Route list Route plan If your callers were not able to gain access, the reports show when access was denied. The DTMF report provides you with an overall view of your DTMF receiver demand. Mitel 7

8 Scalable Architecture Quickly diagnose potential configuration problems and reduce the amount of time you spend on the phone with technical support. Troubleshoot any reporting and configuration issues that arise and adapt the Mitel Call Accounting solution to your organization. No touch deployment for client computers Industry standard database Integration with Mitel OPS Manager Integration with Mitel Contact Center Solutions (6100) Minimize the IT resources required to install and maintain Call Accounting software updates. Store call accounting data for long term historical reporting. Capitalize on your investment for data transmission and buffering. Enjoy one point administration and a consistent user interface. Update client computers automatically from the server. Call Accounting uses Microsoft Data Engine (MSDE) to store data, or upgrade to Microsoft SQL Server Call Accounting integrates with OPS Manager to collect data across your enterprise. Call Accounting integrates with the award-winning Contact Center Solutions. Use the familiar Contact Center Solutions user interface to gain access to Call Accounting. System Requirements Communication Platforms Mitel SX-200 LIGHTWARE 17, Release 4 or greater Mitel SX-200 Integrated Communications Platform (ICP), all versions Mitel SX-2000 LIGHTWARE 29 or greater Mitel 3300 Integrated Communications Platform (ICP) all versions Servers Microsoft Windows Server, Windows Professional or Windows XP Professional.NET Framework 1.1 Microsoft Message Queuing (MSMQ) Internet Information Server (IIS) 5 SQL 2000 Server (optional) Microsoft Internet Explorer 6 Pentium IV 1.5 GHz 512 MB RAM 40 GB HDD Network card Workstations (Optional) Windows 2000 Professional or XP.NET Framework 1.1 Excel 97, 2000, 2002 or XP Microsoft Internet Explorer 6 Pentium III 800 MHz 256 MB RAM 500 MB HDD Network card North America (613) Latin America (613) UK Tel: +44 (0) Fax: +44 (0) France Tel: +33 (0) Fax: +33 (0) Benelux Tel: +31 (0) Fax: +31 (0) Italy Tel: Fax: Germany, Switzerland, Austria Tel: +49 (0) Fax: +49 (0) Portugal and Spain Tel: Fax: Middle East Tel: Fax: South Africa Tel: Fax: Asia-Pacific Tel: Fax: THIS DOCUMENT IS PROVIDED TO YOU FOR INFORMATIONAL PURPOSES ONLY. The information furnished in this document, believed by Mitel to be accurate as of the date of its publication, is subject to change without notice. Mitel assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains. M MITEL (design) is a registered trademark of Mitel Networks Corporation. All other products and services are the registered trademarks of their respective holders. Copyright 2005, Mitel Networks Corporation. All Rights Reserved. GD 7779 PN RA-EN