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Call Management

For every phone call made or received through maximiser a call record is produced. These records contain important information about each call, including whether it was an incoming call, an outgoing call, or another type, such as an internal (extension to extension) or external (trunk to trunk) call.

 

Call records contain details of the calling party and the called party, as well as extra information such as the overall duration of the call, the number that was dialled, the caller ID of the calling party, and 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.

 

The analysis of the call logging output is usually called Call Management. This can help with setting budgets and controlling Company and/or Departmental communication costs by; 

  • Identifying trends in telephony costs by department.
  • Allowing costs associated with individual projects to be aggregated and apportioned.
  • Highlighting which members of your team spend most/least time on the phone.
  • Clearly identifying which customers contact you the most.
  • Informing you who is making excessive personal telephone calls.
  • Allowing targets to be set for key performance indicators such as time to answer and length of call.
  • Evaluating working practice by identification of how many ‘Out of Hours’ calls are received for Support, Service or Help Desk departments
  • Showing trunk utilization.
  • Providing evidence for additional resources requests together with cost justifications.
  • Identifying busy periods where resources need re-allocation.
  • Delivering the data required to construct sales and marketing plans.
  • Forming a strategic part of your CRM strategy.
  • Providing an overall measurement of your management.

SpliceLog Pro

SpliceLog Pro is a next generation Call Logging and Management application, specifically designed for use with maximiser, with integrated Call Recording capabilities. Combining the benefits of SpliceLog/SpliceLog Plus and SpliceRecord within a single application, SpliceLog Pro is a 100% web based application with all statistics and reports being viewed and run from and a standard web browser.

 

14 standard Management Reports are provided plus an additional fully customisable report that allows Administrators to select their own criteria to produce a more bespoke output.

 

  • Create a Telephone Bill
  • Enterprise Overview
  • Trunks Busy
  • Frequent Numbers
  • Daily Activity
  • Call Geography
  • Full Call Analysis
  • Top Calls
  • Target Response
  • Extension Usage
  • Incoming Call Analysis
  • Account Summary
  • First & Last Calls
  • Inbound Call Performance
  • Custom Report

SpliceLog Pro is simple to set-up through the use of an Installation Wizard. The application supports up to 500 users and operates independently from the number of trunks or sites connected via a single maximiser system. This capacity can be expanded in increments of 100 users. As a maximiser system expands and more users are added, SpliceLog Pro will automatically detect the additions. As soon as a call is made or received by a new user they are added to the Call Logging database ready for processing. Built on and bundled with robust MySQL technology, SpliceLog Pro has no practical limits to the number of calls it can store in its database. Data can be archived out of the live database into storage at any time, making room for more call records. If your customers’ are already using Microsoft SQL within their organisation, an installation option within SpliceLog Pro allows this database to be used instead of the default MySQL.To provide even greater peace of mind SpliceLog Pro runs as a Windows Service.