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Call Accounting Software In Every Enterprise
By Rito Salomone, Sat Dec 10th

Communication facilities are the lifeline of most successfulbusinesses and often the most difficult to manage. The successof any organization is directly related to its ability toaddress the changing needs of its people and customers.Management of telephone charges, equipment fees, VoIP traffic,internet usage, and provider discounts is a difficult task. Mostcommunication managers demand the necessary tools to allowadministrators to monitor, evaluate, forecast and allocatecommunications management services and expenses.

Communications facilities are continuing to evolve at a rapidrate. Call accounting is generally the centerpiece of a completecommunication management solution (CMS) to allow customers totrack, process and allocate communications transactions (analog,VoIP and data).

Communications transactions are generally delivered to callaccounting systems where this information is processedreal-time, summarized or submitted to a central server formulti-site consolidation.

For many years, long distance traffic was monopolized by themajor

telephone companies. Today, the complex and competitivesphere of alternate services, long distance carriers andcountless discount strategies leaves most customers baffledabout best available savings. A robust call accounting systemwill provide a concise unbiased picture of comparative ratestructures using concrete historical data.

Customer relationship management is fundamental to the successof many organizations. CMS utilizes calling line informationdelivered the telephone system for comprehensive inbound trafficanalysis. These reports assist in designing regional campaigns,network planning and call center staffing.

Network performance is critical in a call center, emergencydispatch service, hospitality, government or even a smallbusiness. Call accounting produces statistics for trunk usage,grade of service, all trunks busy and peak/busy hour analysis.Call accounting pinpoints over or under capacity environments.Many organizations struggle with workforce management andproductivity. Shadow CMS provides exception management reportsto Nortel customers, which highlight long duration, excessivecost and misdialed calls. Each call may be pinpointed to aparticular password, account code, extension or authorizationnumber. Call accounting provides detailed telephone chargesreports, which highlight usage practices

Professional services firms often face the tedious task ofallocating communications expenses to customer account files.Call accounting delivers expense account code, password orauthorization code reports. These results can be automaticallydirected to accounting systems, spreadsheets, HTML, email and avariety of other formats.

In hospitality environments, information is processed in realtime, assigned a cost and immediately delivered to propertymanagement room folios for true billing integration.

A robust call accounting system provides a series ofsophisticated traffic analysis reports (that utilize CCS, Erlangand Erlang B) to determine network efficiency and alternate costmodeling for facility planning. In retail and direct customerservice environments, a call accounting system should extendsitscommunications analysis to custom call routing (CCR), voice mailand interactive voice recognition reporting (IVR). This paints atotal picture of communication activity,

About the author:Rito Salomone is the president of Resource SoftwareInternational Ltd. (RSI). He has 17 years experience in thefield of communication management solutions.

For more information you can review: http://www.telecost.com orcontact the author at rsalomone@telecost.com.

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