Call Logging Managed Service Service Information and Sample Reports +44(0)1425 270 333

+44(0)1425 270 333
[email protected]
www.datatrackplc.com
Call Logging Managed Service
Service Information and Sample Reports
Capacity Management – Performance Monitoring – Call Accounting – Fraud Detection – QoS Reporting
We have many years’ experience in
providing call management
information for businesses of all sizes
from small to medium enterprises to
large worldwide corporations.
ons
Communicati
made clear
Our managed service will provide you
with the information you need and in
the format you require. It will enable
you to achieve cost savings, improve
efficiency and customer service
leading to a quick return on
investment.
Our dedicated team of call
management specialists will ensure
that your system is kept up to date
and produces accurate
reports. We perform daily
checks to ensure that your
system is producing
accurate data and
provide a daily
archive for audit
purposes.
By partnering with us you will receive the call management information you need, when you need it
and without the expense and overhead of running the system yourself.
Hosted Services Information
How Does It Work?
Each time a call is made your switch generates a Call Data Record (CDR) which contains information about the call. This data is
automatically collected at least once per day (normally at midnight) by our Call Management System. The data is collected either
directly from the switch or from a locally connected Tracker data buffer. Collection can be via dial up modem or IP communications.
The reports you require can be produced in a number of common formats such as Word, Excel, CSV, PDF or HTML and will be
automatically delivered to you by Email or by posting onto a dedicated Web page.
Staff make and
receive calls
Reports
reviewed by
company
management
Switch
generates
call records
Call records
can be stored
locally
Firewall
Internet (IP) or
Dial-up Modem
Internet (IP)
Data Track system
automatically collects
stored records via
PSTN or IP
communications
Firewall
LAN
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Reports produced
and delivered
automatically in
Word, Excel, CSV,
PDF or HTML
using email or
web portal
What Information Will I Get?
The system will deliver a valuable suite of reports to you on a regular basis. These
provide essential management information regarding the use of your telephone system
or network.
We offer two levels of service, plus add-ons to report on QoS and to detect phone fraud.
Each service level can be customised to your individual requirements.
Basic
Service
This service will produce an overview report for each site every
month and is targeted at small sites where the minimum amount of management information is required.
Premium
Service
This service will produce 20 reports for each site every month and is targeted at companies that require
detailed information on the use of the system including departmental cost and performance breakdown.
Quality of
Service
This add-on for our managed service provides an extra 5 reports, enabling you to see the quality of calls
and to highlight any problem areas. This option is available on a limited number of IP switches.
The reports provided under each service type are described over the remainder of this guide; samples of each are provided.
Other reports can be made available and we will be pleased to discuss your unique requirements.
How Often Will I Get These Reports?
Reports are normally produced at the end of every month. However some companies
may wish to receive information on a daily or weekly basis. We will be pleased to
discuss your individual requirements.
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Can I Have Reports Produced At Other Times?
Yes. In addition to receiving your regular reports you can have ad-hoc reports at other times. This
facility can be provided in one of two ways at additional cost.
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You can call or email our helpdesk during normal working hours and request the
production of a report as and when required.
Our Web Report Generator can be made available which will allow authorised users to
produce a range of reports themselves at any time, from anywhere with a web
browser. Report filtering capabilities are provided making it a very flexible package for
the occasional user. Users can be allowed to report only on certain areas, e.g. The Web
Report Generator is available for use 24 hours a day, 7 days a week and does not
require any additional training in its use.
Do You Have A Help Line?
Yes. We have a helpdesk facility for general service/commercial inquiries. You can contact us by phone
or email during normal office hours.
We will normally respond to your enquiry within 2 working hours. The response will include a unique
‘event’ reference and proposed timescale for resolution/action.
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What Kind Of Contract Is Put In Place?
An individual Service Level Agreement (SLA) will be drawn up for you which will set out the
responsibilities of both parties. It will detail the reports you have requested as well as the
frequency, format and delivery address for the reports produced.
Do I Need To Prepare Anything?
To enable us to be able to produce the reports you require, you will need to provide us
with information about your system, e.g. which telephones are in which departments. The
amount of information will depend on the types of report you wish to receive.
Data Track will be able to tell you the information you will need to provide which must be
in an electronic format, preferably Microsoft Excel.
What Connections Will I Need To Provide?
Collecting the call records is achieved through either PSTN dial-up or IP network
connectivity. You will need to ensure that the following are in place at each site for this
purpose:
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A call logging port, using either a standard serial or Ethernet port connection
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A dedicated DEL, DDI or IP connection within 3 metres of where the call logging output connection terminates
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A dedicated 240v/110v AC power socket within 3 metres of where the call logging output connection terminates
Other methods of data collection are available and we will be pleased to discuss your requirements.
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Choice Of Reporting Service
There are two types of service available, they are a Basic service and a Premium service. A further two complimentary add-ons are
available to report on your QoS and to notify you of potential Phone Fraud abuse. The standard reports included in these services
are shown below and described in the rest of this document. A sample of what these reports look like and the information that they
provide is also included. Reports are normally provided per site per month. The report types and frequency of their provision can be
tailored to your requirements.
Basic Service
Overview Report
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Summary of Calls by Destination
Top 10 Dialled Numbers by Total Calls
Top 10 Dialled Numbers by Total Cost
Top 10 Most Expensive Calls
Top 10 Most Expensive Extensions by Cost
Top 10 Extensions by Duration
Response to Incoming Calls
Daily Busy Hour Traffic
List of Unanswered Calls
List of Premium Rate Calls
Premium Service
All the reports shown above for the Basic service plus the following:
Cost Control Reports
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Management Summary by Department
Management Summary by Department and Extension
Unused Extensions
Department Summary
Extension Summary
Top 20 Departments Sorted by Cost
Trend Analysis of Outgoing Calls
Performance Management
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Company Response Within Target
Operator Response to Incoming Calls
Department Response Summary
Extension Response Within Target
Graphical Analysis of Call Response
Capacity Management
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Average Daily Call Patterns
Traffic by Trunk Line Group and Trunk Line
Unused Trunks
Busy Hour Trunk Usage
Concurrent Trunks
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Additional Reporting Add-Ons
Quality of Service
The move to IP telephony brings many benefits but it will only be successful if the quality of calls meets user expectations and
does not fall significantly below the equivalent traditional service. Certain IP switches provide information that gives a measure
of the quality of calls. We can capture and report on this information as part of our managed service, enabling you to see exactly
how calls have scored for quality and to highlight any problem areas. It is available on a limited number of IP switches.
Quality of Service (QOS) reporting enables information to be produced on voice quality statistics such as Mean Opinion Score
(MOS), Jitter, Latency, Packets Lost etc. The Mean Opinion Score (MOS) is a measure of call quality from 0 to 5; 0 being the
lowest.
Reports Include
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Traffic and QoS
Hourly and Daily QoS
Call Detail with MOS
QoS Summary
Gateway QoS Summary
Fraud Detection
Dial through Fraud, also known as Toll Fraud, can occur when an organisation’s voice system is used by outsiders to make free
telephone calls at the organisation’s expense. The growth of fraud is being assisted by the growing sophistication of voice
networks together with open interface standards.
Employees, contractors, cleaners and security staff can all use a company’s telephone system and can call expensive premium
rate or international numbers. It is not just about the price of the call; it is also about the time wasted spent on the call.
Our Fraud Detection option can be programmed to detect a whole variety of different calls and calling patterns by time of day,
day of week and rate of occurrence.
Examples Include
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Calls to Premium Rate Numbers
Calls to Certain International Destinations
Calls to Specific Numbers
Long Duration Calls
Calls Transferred from Voice Mail to an Outside Line
A Significant Increase in Short Duration Calls (war dialling)
Tandem Calls (calls into and out of your telephone system)
Calls to / from DISA Port
Calls Outside Office Hours
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Call Logging Managed Services
Sample Reports
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Basic Service
This service comprises the Overview Report (a compilation of eight reports) plus Top 20 Destinations by Cost.
Summary of Calls by Destination
This section shows the general calling pattern for your organisation. You can use it to make sure that the call distribution reflects
how your business operates and to negotiate call charge rates with carriers. It includes Calls from All Extensions to All Trunks.
Top 10 Dialled Numbers by Total Calls
Shows the ten dialled numbers that have been called the most. It includes Calls from All Extensions to All Trunks.
Top 10 Dialled Numbers by Total Cost
Totals the cost of calls by the dialled number in the call. Show the top ten dialled number with the highest cost. It includes Calls
from All Extensions to All Trunks.
Top 10 Most Expensive Calls
Show the ten most expensive calls. It includes Calls from All Extensions to All Trunks.
Top 10 Most Expensive Extensions by Cost
Show the ten extensions that have made the highest total cost of calls. It includes All Calls from All Extensions.
Top 10 Extensions by Duration
Show the ten extensions that have made the highest total duration of calls. It includes All Calls from All Extensions.
Response to Incoming Calls
This section shows how calls were answered for each hour of a normal working day. It includes direct dial-in (DDI) and fax numbers
as well as your main lines. It includes Calls from All Trunks to All Extensions. It includes calls using all Time Bands. This is a reflection
of the service you are offering to your customers. It can be used to ensure that you have enough staff to cope with incoming calls
during your normal business hours and that they are answering calls in good time.
Daily Busy Hour Traffic
This section shows the busiest period of the day for each day of the week including incoming and outgoing calls. Erlangs are units
of traffic measurement. If you wish to know more about Erlangs you can visit www.erlang.com.
The %Occupancy is the ratio of the calls carried compared to the call carrying capacity of the busiest hour of the day. If the value
approaches 100% you may be losing calls as all your trunks are busy. If the ratio is less than 50% you may have too many trunks in
which case you can save money by reducing the number. Do not take action based on one week’s figures: monitor them for a
period to see the trend.
The Grade of Service figure is shown together with the number of Trunks you require to satisfy various Grades of Service. A Grade
of Service of 1 in 100 means that you will not lose more than 1 call in 100 due to having insufficient Trunks.
List of Unanswered Calls
This report is a detailed list of the calls that were unanswered. It includes the date and time of the call, as well as the ring time,
caller ID and geographical origin.
List of Premium Rate Calls
This report is a detailed list of extensions that have made calls to premium rate numbers. It shows what number was dialled, a
duration and cost for the call and the geographical place name.
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Premium Service
This service comprises the reports included in the Basic Services plus the following:
Cost Control Reports
Management Summary by Department
This report details the number of calls and their cost and duration for each department and associated sub-departments. This
information is displayed for each destination category, i.e. local, national, international, mobile and all remaining.
Management Summary by Department and Extension
This report details the number of calls and their cost and duration for each department, sub-department and each extension that
comprises that department or sub-department. This information is displayed for each destination category, i.e. local, national,
international, mobile and all remaining.
Unused Extensions
This report details those extensions that have not made or received a call during the reporting period.
Department Summary
The report shows information about the calls made and received, grouped by department. For each extension, and for the whole
site, the report provides totals for the number of calls, duration, average duration and cost, together with totals for each call
category (made, received, answered, unanswered and busy), transfers (in and out) and diversions.
Extension Summary
The report shows information about the calls made and received by each extension. For each extension, and for the whole site, the
report provides totals for the number of calls, duration, average duration and cost, together with totals for each call category
(made, received, answered, unanswered and busy), transfers (in and out) and diversions.
Top 20 Departments Sorted by Cost
This report shows the totals for all outgoing calls made by the top 20 departments during the reporting period, sorted by total
cost. The totals for ‘All Remaining Departments’ (if any) are included as an additional line in the report.
Top 20 Departments Sorted by Cost
This report displays outgoing call data for the reporting period in the following graphs:
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Trend showing total call costs against time for each selected call category.
Trend showing total call duration against time for each selected call category.
All call categories, up to a maximum of 20, are included in the report.
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Performance Management
Company Response Within Target
This report details response information for all incoming calls. It shows the company response to all calls from an external source,
including direct dial-in and those handled by an operator, against company targets.
Operator Response to Incoming Calls
This report details response information for all incoming calls that have been handled by the switchboard operator. This report
allows you to assess the operator response time during busy periods and thus optimise staffing levels.
Department Response Summary
This report details the answer time statistics for incoming and internal calls for all departments that have calls. The percentage of
calls that took over 7 seconds to answer is displayed as a bar chart.
Extension Response within Target
This report details response information for each department and associated extensions. Response times for answered and
unanswered calls are split according to predefined time-band thresholds. The percentage of answered and unanswered calls out of
the total calls received is also supplied.
Graphical Analysis of Call Response
This report details response information for all incoming calls. It allows the reader to assess the response times and thus optimise
staffing levels. The report takes the form of a two graphs – Response to Answered Calls and Response to Unanswered Calls.
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Capacity Management
Average Daily Call Patterns
This report details the average traffic for the time period. It also calculates the current grade of service, as well as the grade of
service that would be delivered if an alternative number of trunks were available.
Traffic by Trunk Line Group and Trunk Line
This report details the total number of calls made and received by each trunk group and each trunk in that group. In addition, it
displays this call traffic in terms of Erlangs and trunk occupancy. The total cost incurred for calls made using each trunk group and
trunk is also supplied.
Unused Trunks
This report details all the trunks that were not used during the reporting period in question. The presence of a trunk that has not
been used to make or receive any calls may indicate that there is a problem with that trunk.
Busy Hour Trunk Usage
This report shows the busiest hour for each day. It allows you to assess trends in the busiest hour over the reporting period, and
see how close to capacity the system is running.
Concurrent Trunks
For each day, this report details the time of day that the most trunks were in use, and details the actual number of trunks in use for
that time. Concurrent trunks are separate trunks that are in use at the same time. It allows the reader to assess how close to
capacity the system is running at peak use. This report is only accurate where the switch CDR output contains information to the
nearest second.
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Quality of Service
The Mean Opinion Score (MOS) is a measure of call quality from 0 to 5; 0 being the lowest.
Traffic and QoS
This report shows the average MOS and the Traffic carried in Erlangs for each period of the day. It includes a graph. It can be used
to see if the volume of traffic is affecting the quality of calls.
Hourly and Daily QoS
This report shows the Minimum, Maximum and Average MOS for each hour of the day during the reporting period. It shows the
best and worst hours and the lowest MOS score. It includes a graph. It can be used to highlight particular problem times.
Call Detail
This report shows the MOS for each call record. It can be used to trace the quality of individual calls or call types.
QoS Summary
This report is in the form of a histogram that provides a summary of the average MOS achieved over the reporting period. It is
broken down into 5 bands and each is displayed as a percentage of the total.
Gateway QoS Report
This report shows the Maximum, Minimum and Average MOS for each gateway during the reporting period. It can be used to
show if you have a problem on a particular route.
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Experts in Communications Management
“Data Track Technology has been BT’s global PABX
management system partner for over 5 years. We are
delighted with the products, service and support we
received and intend to continue with this partnership.”
"We treat Data Track as an extension of our telecoms
department and with over 16 years of call logging
experience, we trust them to report on our telecoms
usage."
Humphrey Penney,
Director C&IS, BT Global Services
Mike Jennings
Telecoms Manager, Orange
“Global Crossing has had a successful working
relationship with Data Track Technology for many years.
We find that Data Track understand the complexity of
our network and help us to achieve our goals.”
“Data Track Technology is a long-standing partner of Mitel,
offering comprehensive integration with our market leading
IP Communication solutions. Mitel's customers have been
delighted with the products, service and support from Data
Track and we look forward to developing our partnership to
offer further benefits for our joint customers.”
Mark Forson
Director Customer Operations, Global Crossing
Graham Bevington
EMEA Managing Director, Mitel Networks
Other services available
Fraud Detection
Alarm Management
Secure Remote Access
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