Service Level Agreements (SLA)

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 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 to run reports to show calls that have been transferred within your buildings and it is possible to run reports showing CLI (where available) so that you can identify the incoming calls.