Why Call Accounting Still Matters

SPOK® ECLIPSE CALL ACCOUNTING

WHAT IS CALL ACCOUNTING (CDR)?

Gaining a detailed understanding of the calls processed throughout your organization

WHY CALL ACCOUNTING?

• Billing purposes

• Staff productivity

• System optimization

• Long distance bill reconciliation

• Tracing calls

• Toll fraud

SPOK ECLIPSECALL ACCOUNTING AND REPORTING

Logs detailed information about every call made and received• Assess detailed call volume and cost in real

time to determine resources needed

• Use tools to monitor voice network resources,employee telephone usage, and bill-back information

BENEFITS:• Reveal true cost of doing business

• Detect improper use of corporate resources

• Provide an audit trail of phone activities

• MS SQL 2008 (MS SQL 2012 1st Quarter 2015)

• Crystal Reports - Version 11

– Ability to export to PDF, Word, Excel, HTML, etc.

• Supports all current versions of MS Windows Server offerings up through 2008 R2 (64 bit)

– Works in a virtual environment

– MS Windows Server 2012 scheduled for 1st quarter 2015

• Unlimited number of calls (only disk space constraint)

• Over 140 standard reports (Detail, Summary, Traffic, Trends)

• Email Reports, Alarms, and Backups using SMTP or Outlook

• Eclipse Task Runner to schedule reports, call collections, backups, Import and Export routines

• Email Merge function to run one consolidated report and email individual sections to the appropriate persons based on the email field

• Built-in toll fraud alarms

SPOK ECLIPSE FEATURE SUMMARY

WHY CALL ACCOUNTING?

Billing purposes

• Departmental/employee chargeback

– Allocate costs back to departments, cost centers, employees

– Provide both summary and detail

DEPARTMENT SUMMARY REPORT

EXTENSION DETAIL

WHY CALL ACCOUNTING?

Billing purposes

• Bill-back of clients

• Sharing and resale of phone calls

– Ex: Medical practices, hospitals, hotels/motels, shared office suites

BILL BACK OF CLIENT VIA EXPORT

Example: Law firm billing back clients for calls made on their behalf

• Spok Eclipse provides an export automatically once a week for each location

– That file gets imported into their billing system

DEPARTMENT SUMMARY BILL

USER CALL TYPE SUMMARY WITH TAXES

TENANT DETAIL BILL

WHY CALL ACCOUNTING?STAFF PRODUCTIVITY

Staff Productivity – Abuse/Misuse

• Call center – operator statistics

– How many calls are they handling?

• Sales departments

– How’s that cold calling coming?

• Client support

–Who and how much are they supporting?

– Too much time on the phone in general?

–Why are they spending so much time with this or that client? Does it need escalation?

ACD AGENT INCOMING STATISTICS

OPERATOR INCOMING STATISTICS

USER ACTIVITY RANKED BY HIGHEST DURATION

LONGEST DURATION CALLS

LONGEST DURATION CALLS WITHOUT CONFERENCE

FREQUENTLY CALLED NUMBERS

PHONE NUMBER ID SUMMARY

DEPARTMENT SUMMARY

DEPARTMENT SUMMARY DRILL-DOWNS

WHY CALL ACCOUNTING?SYSTEM OPTIMIZATION

• Phone network optimization

– Is the PBX programmed correctly for the volume of various types of calls?

• Phone system diagnostics

– Are all of the trunks working?

– Are calls going out the right trunk groups?

• Stale extensions

– Are there extensions without activity that can be reassigned?

TRUNK GROUP SUMMARY BY DURATION

TRUNK GROUP SUMMARY DRILL-DOWNS

Drill Down 1

Drill Down 2

TRAFFIC ANALYSIS

TRUNK DIAGNOSTIC REPORT

TRUNK UTILIZATION

EXTENSIONS WITHOUT ACTIVITY

WHY CALL ACCOUNTING?BILL RECONCILIATION

• Long distance bill reconciliation

– Does your phone bill match up against the call accounting system?

– Requires correct pricing in the Spok Eclipse system

– Need to compare apples to apples

• Airport Authority

– Takes monthly bill and allocates that cost into the Spok Eclipse system

– Calls are marked up or down based on the percentage of allocation

COST ALLOCATION WIZARD

COST ALLOCATION BY DEPARTMENT

WHY CALL ACCOUNTING?TRACING CALLS

Examples:

• A fax machine keeps calling the same private residence number, and they aren’t too happy about it

• Just received a bomb or similar threat. You have Caller ID and maybe they didn’t block the number or it originated from within the company.

• Someone just made a 911 call

• You want to track how an incoming call was transferred

SEARCHING ON A SPECIFIC NUMBER

TRACKING THE TRANSFERS OF A CALL

WHY CALL ACCOUNTING?TOLL FRAUD

• Long duration calls• Too many tandem calls• Too many international calls• Too many “off hours” calls– Hackers get in via direct inward system

access (DISA) or Tie Trunks and then obtain dial tone to dial out anywhere

– Often the culprit is the company’s voice mail system

• 900 numbers–Most companies block them at the PBX

Spok Eclipse alarms are displayed on the screen and

can be sent via email, pagers, and NetSend

SPOK ECLIPSE ALARMS

Call to Monitor Phone Number Out: Security Emergency, 15555. • Phone number: 15555• Date and time: 03/20/12 08:45

AM• User: Armenti, Tracy• Extension: 13711• Duration: 00:01:00• Cost: $.00• Location: INTERNAL• Type: Intrn

Call to Monitor Phone Number Out: Emergency, 911.• Phone number: 911• Date and time: 03/19/12 04:12

PM• User: Nurses Station-

Residential Care, Four West

• Extension: 5697• Duration: 00:00:42• Cost: $.00• Location: Assistance• Type: Out

ECLIPSE ALARMS VIA EMAIL EXAMPLES

ECLIPSE ALARMS VIA EMAIL EXAMPLES

Call to Monitor Phone Number: International, 011*. - Phone number: 011-551187574362- Date and time: 03/14/12 06:26 PM- User: Frank, Jessica- Extension: 13710- Duration: 00:02:18- Cost: $.60- Location: BRAZIL- Type: Out- Site: Washington DC

No Calls Processed during last 00:31 (HH:MM) interval- Date and time: 03/20/12 12:18 PM- Site: 1 Penn Plaza

SUMMARY ECLIPSE BENEFITS

• Keep tabs on employee’s time spent on the phone

• Detect operator or call center staffing issues

• Trace calls made or received

• Detect Toll Fraud

• Monitor your phone system’s capacity

SPOK ECLIPSE STANDARD SOLUTION

SPOK ECLIPSE CS1000 DBA SOLUTION

SPOK ECLIPSE CISCO UCM SOLUTION

LET’S GET IN TOUCH!

Learn more:

CASE STUDIES VIDEOS

We’d love to hear from you!

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