Do you use a phone management system?

Just a quick poll this one, following on from a meeting I've just had. Do you have any systems in place to record or analyse phone calls to monitor outbound\inbound call data, work out costs and other metrics, as well as record calls?
I'm askign becasue a future sponsor has a product that will:

Recored all phone calls
Provide analytics as to who is making the most calls, numbers rung and costs etc
This covers all incomign as well as outgoing calls
This is a software solution, NOT a hardware one

As I'd never seen this before in schools, but can see the use for it. Best of all, its very affordable! I'm just trying to find out if anyone is currentkly using such a package first though.

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We use Callista Callista Call Management & Hospitality Management systems which monitors all calls on our Siemens HiPath system.

Can't remember intial costs, but costs around £250 per year in maintenance.

We have it running on a small VM machine and runs very reliably.

We bill by extension so that private calls can be paid for.

Does all sorts of other reports as well.

Tim

I've used in a past place Oak Telecom's Advance Report stuff, seems its been upgraded and stuff now (used to run on a ye-olde 133 P1 box with serial connection to the system), but looks whizzy now Report - Advanced Call Logging Software Was discussing it at work the other day, a lot of modern system have it built in now anyway you just need to turn it on, a lot of BT ones do already out of the box basic call logging, but it does depend on what you want.

How would this software work on an old non-VoIP based phone system with just regular phone lines?

Quote:

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Originally Posted by RabbieBurns

How would this software work on an old non-VoIP based phone system with just regular phone lines?

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It wouldn't, I imagine.

Avaya...

We use Samsung CMS for our system

old phone sysytems (non voip) usually have a serial port on them that is used to output call logging data

this data is usually captured by some form of pc based system


info is usually in the format of

outgoing calls

ext call made from
where call was to too
lenght of call
which outgoing line it used

incoming call data can be monitored as well but usually no need unless you are looking to see

- how many incoming calls a day
- how long it takes to answer the incoming call

so assuming your phone system has serial port and your sponsers equip can cope with that type of data capture method (serial port becoming extinct) you will be fine

do you know which manufacturer made your phone system ??

oh... i use to be a telephone engineer but don't tell anyone

AVAYA .

Asterisk + FreePBX has this in - we don't use it, but its there.

We have just had 2 quite large sites go large this last few weeks and they have an AVAYA system installed, it looks very good and from what the bloke was saying its very powerful with what it can do. We have gone with a company called Nexus (used to be ETS from what I can gather), worth a shout if anyone is interested.

Just had a new Mitel system put in and we're using CommsOffice for call logging.

Use CallView - here - its OK

We are using RingCentral's UK Virtual Phone System services.