Business Benefits

There are so many benefits to your organisation in using Telephone Call Logging. Different people/ departments are often looking for different benefits. We've collated many of the questions that are regularly asked of us, and rather than you trawl through them all, we've given you the option to select specific 'standard' searches - just click on the specific word of interest:

All | Traffic | Tariff | Performance | Cost | Fraud

Business Benefits

…There are so many benefits to your organisation in using Telephone Call Logging. Different people/ departments are often looking for different benefits. We’ve collated many of the questions that are regularly asked of us, and rather than you trawl through them all, we’ve given you the option to select specific ‘standard’ searches – just click on the specific word of interest: All | Traffic | Tariff | Performance | Cost | Fraud…

Traffic Management

…ustomers 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 your company performing?   By running Traffic Management reports on Focom’s Telephone Call Logging products, you can identify the actual number of lines needed to carry your traffic. It will highlight any times where there are conflict issues. True busy-hours highlight when your busiest part of the day is. So…

Statistics

…Reports can be manually or automatically generated to show your levels of traffic (the number of calls your organisation is handling); Whether your Tariff provider is passing on all the savings they were meant to; Can highlight the performance and how well your staff are answering their telephones – or not!; The total telecom spend or the cost for individuals, departments, cost centres, etc. and also highlight the use, misuse and possible fraud o…

Service Level Agreements (SLA)

…swered 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 call from a particular company? Can you show your clients how your Organisation performs? Do you have sufficient lines/trunks to carry the traffic generated?   Focom’s Telephone Call Logging reports allow you to monitor groups of extensions to see how well they are answering the calls. It is possible…

Least Cost Routing (LCR)

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. Run regular reports to see the most frequently dialled number, country or code to make sure…

Operator Performance

…swer 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 busiest time? Are there certain days that are busier than others? Without telephone Call Logging or Call Accounting, it is impossible to answer these questions without the specific data to back them up.   By running Call Logging or Call Accounting reports, you can see assess their perfo…

Grade of Service (GOS)

…y competitive world – do you want your clients to call your competitors? How well does your Organisation perform?   By running reports on your groups of lines, it is possible to identify how many lines/trunks you need to carry your traffic and you can specify your Grade of Service. Other Traffic reports can identify your Blocking Probability. You can identify your ‘true busy hour’ and ensure that your clients are receiving the best level of suppor…

Answer Delay

…week? Do you have enough people to answer the calls? Can you cope with the traffic you are receiving? Without Telephone Call Logging (Call Accounting), you may be able to see your ‘live’ picture but without the historical data, it is almost impossible to see how your Organisation or individuals performs. You can run reports to identify maximum and average answer delays; you can identify this within hourly slots to see the busiest period. Make sure…

Mobile Gateways

…lephones 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 traffic are you generating to mobile numbers?   By running telephone call logging reports, you can identify which network you dial the most frequently, i.e. Vodafone,…

Private Wires

…an dialling out over the PSTN? Do you need to make sure that the amount of traffic generated over your private wires has sufficient band width?   By running reports to monitor you traffic over the private wires, you can see the duration and costs associated and also see those calls that are breaking out of your VPN to other local numbers. Perhaps you need to justify the use of private wires, or justify the removal of private wires, Telephone Call…

Tariff

…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 regularly monitor your telephone calls. You can identify spending trends, most frequently dialled international countries and national dialling codes and then present this to your tariff provider to ensu…

Manage Telecom Spend

…iate a cheaper tariff if you don’t know what your current spend pattern or traffic is at the moment? How can you be sure that there is no misuse or fraud? How can you bill the correct individuals/departments for their usage including Fixed Costs?   Telephone Call Logging allows the user to run reports to show the most frequently dialled location, country, national code but also with the added benefit of having detailed call records, you can identi…

Long Duration Calls

…n making the same calls and are they business related calls? Is this usual traffic and therefore you need to investigate a cheaper tariff or is this a case of misuse or even fraud?   With Telephone Call Logging it is possible to run reports against specific dialled numbers so that you can identify which extension has made the call. You can also run reports using wildcards so that you can identify all calls that, say, were dialled that included the…

Transferred

…u need to change the routing or identify the number of calls that are breaking out over your network and get a picture of the amount of traffic transferred within your Organisation….

Performance

…too long? How long do the callers have to wait to be answered? What is the traffic generated?   Telephone Call Logging software allows you to run reports and identify a group of extensions/ operators, etc. and see total numbers of calls handled, their average answer delay (how long it took to answer the calls), the maximum answer delay, total duration and average duration of calls. With the information you can decide whether you have sufficient st…

Unanswered

…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 traffic received?   Running Telephone Call Logging reports allows you to monitor your Organisations’ performance. How quickly are telephones being answered? What is your average ove…

Real-Time

…d it be useful to know if your DISA lines are being used and the amount of traffic they carry, or Premium rated calls are being dialled? Would you like to know how and who is making calls to international destinations? Would you like to catch who is making malicious calls to internal or external personnel? Would you like to know as soon as somebody has called the emergency services so that you can correctly direct the service to the right location…

Calls Handled

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 need to see who answers the most calls in your help desk team? Do you need to prove to your suppliers that you are meeting your SLA’s in answering t…

Erlangs

…tly for one hour. This calculation is then used to identify, based on your traffic, how many lines you would need to carry the traffic that your Organisation handles. In the old days, you would calculate, minute by minute, how many calls you had received during a set period and the calls average duration. This would also identify the ‘true’ busy hour for your day. Telephone Call Logging reports take out all the mental hard work and do this for you…

Modem Usage

…in? Is your network in danger from fraudulent use?   By running automatic reports that can monitor all modems within your organisation, you can identify all their traffic, the amount of time they are in use, the CLI (if provided) of the companies dialling it, etc….

Access Codes

…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 know that staff are not directly accessing the access code to bypass the telephone system and therefore misusing or fraudulently using your telephone equipme…