Do you need to produce accurate telephone bills for different departments/companies within your building(s)? Are you able to accurately produce an Organisational Structure report showing the costs based on individual extensions, groups of extensions, based on your companies Cost Centres? Do you need to allocate your spend to different areas within the organisation, perhaps bill …

Do you know how many lines you need into your company to carry your traffic? Are you paying for lines that are not being used? Are your customers unable to get through as there are not enough lines to carry your traffic? Do you know what the busiest time of day is? How well is …

Do you ever feel that you don’t have the Statistics to back up your plans? Telephone Call Logging should provide accurate and reliable data. Graphical displays can also be useful to produce for those people who don’t like reading tables of information.   Focom’s Telephone Call Logging Reports can be manually or automatically generated to …

Have you ever received a telephone bill and seen calls to places that you find intriguing? Calls may include Premium Rate services such as football results, TV competitions? These calls can rack up your telephone bill cost and also give a green light to employees that they can use the telephone for unnecessary personal use. …

Do you have to provide SLA’s for your customers? Are you supposed to answer your clients’ calls within a set time? How can you prove that you answered the call at a specific time? How can you prove that a call was transferred to a specific department? How can you prove whether you received a …

Most companies have multiple carriers carrying their telephone traffic. These are usually routed through your telephone system using Access Codes. It is important to make sure that the right traffic is carried on the correct route, otherwise your specially negotiated tariffs are pointless.   Run reports to show calls carried by each individual access code. …

Have you ever received a telephone bill with an unfamiliar frequently dialled number and which may also have a high cost associated to it? Or perhaps you’ve been contacted by somebody asking who within your company is dialling a specific number. Is it misuse or even fraud?   Run a report looking at the specific …

Have you ever been asked to find out who has been dialling a specific extension – perhaps from an outside company? Do you have lines/trunks coming in which are routed out of your building and you need to know who is making those calls? Perhaps a client has complained that they have been passed from …

When you receive your telephone bill, are there some calls which have extremely high costs? Perhaps you need to know who dialled them. Perhaps you need to check that your tariff provider has charged you the correct price. Perhaps these calls do not belong to your business and have been incorrectly billed. Perhaps there is …

Does your company have an internal Help Desk? How many calls do they handle? How long do they spend on average on the phone? Is there one member of staff not pulling their weight? Is there one member of staff that is working harder than everybody else? Are they taking their breaks at the best …

Do you still have a number of faxes in the building? Do you still need dedicated Fax (analogue) Lines? How often are they used? Does their usage justify the cost? Could you change the system so that you don’t need them anymore?   By running reports on specific extensions, you can look at the number …

Many companies still use Operators as the first point of contact within an Organisation. But how well are they performing? Are there enough Operators to answer the calls? Are there enough Operators at the right time to handle the traffic? For example, do the operators go for lunch during the busiest time? When is the …

Some Companies use Premium Rate services for their helpdesk and customer services. This can mean that you cannot blanket ban all premium rate numbers. Some of the numbers which are deemed as Premium Rate services don’t actually charge that much. So how do you decide which ones to block on your PBX? How do you …

What is a Grade of Service? How do you know how many lines you need into your building to carry the traffic you need to carry? For example, if you are an organisation that is reliant on all your customers dialling in, how many of them are getting through? If you were a doctor’s surgery, …

Does your Organisation have a Help Desk? Does your Organisation have a group of Operators answering calls? How well are they performing? How many calls do they each answer? How many calls remain unanswered? What is your average answer delay? When is your busiest period in the day? Do you have a busy day of …

Does your Organisation need to make the Telecoms equipment pay? Do you need to charge back costs to each user, such as the cost of the extension (the type of extension), cost for the use of internet, etc.?   Most Call Logging products allow you to specify a cost against an extension. This may be …

Does your Organisation dial mobile telephones on a regular basis? Have you thought of negotiating a tariff deal with a mobile network so that your calls are more economical? If you have a mobile workforce where mobile telephony is important, without this gateway, you may be paying over the odds for your calls. How much …

Are you a multi-site organisation? Do you have lines coming into your building which link with other sites either locally, nationally or internationally? Do you need to make sure that your staff are correctly dialling them using the private wires rather than dialling out over the PSTN? Do you need to make sure that the …

Have you ever had an issue of office bullying? If somebody was receiving malicious calls from either internal or external sources, would you be able to identify the culprit?   By running detailed Call Logging Reports, you can see all calls to an extension. You could then narrow down whether the call was internal or …

Do you know how much your total telecoms spend is? Do you know that your tariff provider is providing you the best deal for your traffic? Do you know that they are charging you the correct cost rates? Do you know what your most frequently dialled destination is?   Telephone Call Logging allows you to …

Perhaps you’ve always been with your tariff provider and they offer great service, but do they also offer value for money? Do you know where you dial the most frequently? Does you organisation do business in specific countries? Do you dial mobiles frequently? Do you know where your costs are going?   It is easy …

How can you tell if your telephone bill is correct? If it is higher than expected, how can you find out why, who and when without the detailed call records? How can you negotiate a cheaper tariff if you don’t know what your current spend pattern or traffic is at the moment? How can you …

When you receive your bill, there may be a number of Long Duration Calls highlighted which often have a high cost associated to them. How do you know who made those calls? Is it the same person making the same calls and are they business related calls? Is this usual traffic and therefore you need …

Do calls get transferred around your building(s)? Do you know how many times they are transferred before the caller gets through to the correct person? Have you ever received calls complaining that they were transferred from pillar to post before being cut off? How can you trace those calls and improve performance?   With Telephone …

Do you have a Helpdesk or Operator Desk? Do you know how many calls per day they are handling? Is there a particular time in the day which is extremely busy? Is everybody pulling their weight? Are some calls taking too long? How long do the callers have to wait to be answered? What is …

Have you ever received complaints about calls that have gone unanswered? How can you prove it? How many callers are you missing out on because there are not enough people answering the telephone or that don’t have the correct training on how to handle calls? Do you have enough people to answer the amount of …

Do you need to monitor statistics in real-time? Would you like to know if a specific threshold has been met? Would you like to see a call cost over £5, or duration over 30 mins or if an extension has made more than £40 worth of calls in a day? Would it be useful to …

Do you ever reach full capacity on your telephone equipment? Are there any extensions or trunks/lines that are not currently being used? You may be able to reclaim back unused equipment and save the cost of PBX expansion, etc.   You can run an Unused item report to check all extensions, lines/trunks, etc. over a …

Have you ever seen odd dialled numbers on your telephone bill? Have you ever seen strange calls at strange times of day – often when the office isn’t open? Do you have suspicions of your cleaning or security people making calls when they shouldn’t be?   By running Telephone call Logging reports, you can check …

Do you ever need to monitor your calls / traffic to see how many calls your Organisation handles? Do you need to see who the strongest member of your Operators team is? Perhaps you would like to confirm the weakest member of the team who would benefit from more training to improve performance? Do you …

What are Erlangs? Are you a Manager that used to have to calculate the Erlangs? Why do you need them? What possible use are they to me?   Erlangs are used to measure telecoms traffic. Bascially one Erlang would represent one continuous use of one voice path – i.e. one line used constantly for one …

Have you ever received a telephone bill and wanted to query some of the calls and costs associated to it? Do you ever wonder whether you are getting the best deal from your tariff provider?   Without Telephone Call Logging, it is impossible to know more information about the call. Perhaps those calls are legitimately …

Does your organisation use modems? Perhaps modems are used for remote diagnostics/access? Is this the most efficient cost to the organisation? How do you know that only the organisations that provide that access are dialling in? Is your network in danger from fraudulent use?   By running automatic reports that can monitor all modems within …

Do you need to allocate different parts of your telephone bill to different departments, individuals and/or cost centres? Do you need to bill both land line and mobile telephony? Do you need to incorporate different organisational structures based on differing costing structures? Do you need to bill your clients for calls that have been made …

Does your organisation use a number of different Access Codes to efficiently route your calls and traffic out through your telephone network? What is an access code? How many access codes does your organisation use? How do you know that the right calls are actually being routed over each new access code? How do you …