+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.
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.
Communications made clear
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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
Switch generates call records
Call records can be stored locally
Firewall
Firewall Internet (IP)
Internet (IP) or Dial-up Modem
Data Track system automatically collects stored records via PSTN or IP communications
LAN
Reports produced and delivered automatically in Word, Excel, CSV, PDF or HTML using email or web portal Reports reviewed by company management
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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.
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.
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.
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.
Basic Service Premium Service
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.
Quality of Service
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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.
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:
A call logging port, using either a standard serial or Ethernet port connection
A dedicated DEL, DDI or IP connection within 3 metres of where the call logging output connection terminates
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.6
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
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 CallsPremium Service
All the reports shown above for the Basic service plus the following:
Cost Control Reports
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 CallsPerformance Management
Company Response Within Target
Operator Response to Incoming Calls
Department Response Summary
Extension Response Within Target
Graphical Analysis of Call ResponseCapacity Management
Average Daily Call Patterns
Traffic by Trunk Line Group and Trunk Line
Unused Trunks
Busy Hour Trunk Usage7
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
Traffic and QoS
Hourly and Daily QoS
Call Detail with MOS
QoS Summary
Gateway QoS SummaryFraud 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
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 Hours8
Call Logging Managed Services
Sample Reports
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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.
Basic Service
This service comprises the Overview Report (a compilation of eight reports) plus Top 20 Destinations by Cost.
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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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.
Premium Service
This service comprises the reports included in the Basic Services plus the following:
Cost Control Reports
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:
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.17
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.
Performance Management
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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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.
Quality of Service
The Mean Opinion Score (MOS) is a measure of call quality from 0 to 5; 0 being the lowest.
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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“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.”
Humphrey Penney,
Director C&IS, BT Global Services
"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."
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.” Mark Forson
Director Customer Operations, Global Crossing
“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.”
Graham Bevington
EMEA Managing Director, Mitel Networks
Other services available
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