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By TriVium Systems. Maximizes the return on your telecom equipment investment. 1. Contents. Section Introduction End User Benefits Markets & Customers Why CallAnalyst? Product & Maintenance Reports Call to Action. Section 1 Introduction. Business Productivity Tools. Call Management. - PowerPoint PPT Presentation
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ContentsSection
1. Introduction2. End User Benefits3. Markets & Customers4. Why CallAnalyst?5. Product & Maintenance6. Reports7. Call to Action
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What is CallAnalyst?
Call AccountingBusiness
Productivity ToolsCall Management
EnterpriseNetwork AccessLite / Full (Standalone)
Award winning software Easy-to-use, graphically oriented software package Transforms phone systems into a Business Intelligence platform Scalable solution – Handles multi-site & remote implementations Quick sale, Easy to install, Quick ROI
Network Server
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VerticalsCollections
LegalNon-profitsReal Estate Insuranc
eAssisted Living
Enterprise Server
Ports (Extensions)
Lite
25 100 250
Pro
du
cts
Classic EditionsCallAnalyst
Education Retail Finance Govt. Automotive
Healthcare
Manufacturing
Full Network Version
CallAnalyst - Scalable Product Line
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CallAnalyst Solution Matrix Single Site
All of the following: Limited to nine (9)
summary reports No Automation No Contact Billing No Desktop
Report Access Less than 40K
Calls / month Avg. (up to 120K call records in database at any time)
Single Site
Any of the following: All reports Automation Contact Billing Option for
Network Clients with Desktop Report Access
And Less than 40K
Calls / month Avg. (up to 120K call records in database at any time)
Single Site
Any of the following: All reports Automation Contact Billing Option for
Network Clients with Desktop Report Access
AndMore than 40 K calls/
month (total Call Records in database may exceed 120K)
Microsoft Database Engine (MSDE 2000) OR MS SQL Server 2000
Multiple Sites
Any of the following:Multi location with remote
sites and data consolidation
Heterogeneous phone system models
Networked phone systems
Centralized reportingTraffic Analysis (optional)And More than 40 K calls/
month (total Call Records in database may exceed 120K)
MS SQL Server 2000
CallAnalyst Lite CallAnalyst Full / Network
CallAnalyst Enterprise Server
CallAnalyst Enterprise Server
Application Profile
Software Package
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CallAnalyst Lite Nine (9) Summary reports
CallAnalyst Full and Network All reports Report Automation (send reports by e-mail) Call Costing Graphical reports Access to CallAnalyst reports via the Network Contact management & Time billing
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CallAnalyst Full (Network License)
with Network Clients
PBX / KTS
*1
Run CallAnalyst from the convenience of your own workstation
More than one user for the program enabled using one or more Network Clients (NC)
Recommended where call volumes are higher.
Load sharing between server & client PC’s
Flexible call costing – Zone & Prefix based billing with incremental costing options
Company Directory – Multi-Level
*1 - Serial connection (RS 232) or
TCP/IP LAN connection (future)
CallAnalyst Full & Network Version
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Call Reporting CallAnalyst Lite
Limited reports. Only 9 reports
Date and Time
• Summary Calling by Day• Summary Calling by Hour-of-day by Day-of-week
Line and Extension• Summary Calling by Extensions• Summary Calling by Lines• Summary of Call Distribution by Extensions
Account Codes• Summary Calling by Account Code• Summary Calling by Tenant/ Authorization Codes by Calls
Frequency and Duration• Most Frequently Called Numbers
Geographic• Summary Calling by Area Codes
CallAnalyst Full and CallAnalyst Enterprise All reports under these categories
are available
Standard Reports Date and Time Line and Extension Route and Tenant Account Codes Frequency and Duration Trunk Type and Carrier Geographic Other
Advanced Reports ANI & DNIS Contact
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CallAnalyst Enterprise Server
Multi-Site remote monitoring Capability Handles heterogeneous
switches Connects to variety of
switches Real-time connectivity with
remote sites Centralized Data Storage Multi-Level Site Directory
Scalable Solution with Standards Based Implementation Relational Database
(SQL server or MSDE) ODBC compliant
Robust Architecture & Great Performance Multi-Tasking & Process
Oriented Broadcast Alerts! Advanced Contact
Management Centralized backend for all
modules Single point of maintenance
Flexible costing module Unlimited zoning & Rate
Plans Crystal 9.0 reporting engine
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Multiple sites Consolidated reporting Centralized Data Management Automation – Archival & Restoration of data Data recovery - Secure storage on network
location, ftp server Email archived data to central location Support for multiple rate plans
Multi-Site Functionality
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System Requirements
CallAnalyst Lite & Full PC with Pentium III Processor
512 MB RAM 2 GB of free hard drive space
Recommended SVGA 1024 X 768 Windows 98/Me, NT-SP 6 or later, 2000, XP
Professional CD-ROM drive (if using CD for installation) Available serial port and RS-232 cable
if data source is a serial connection to PBX Printer
to print reports Internet Explorer 5.0 or later
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System Requirements
CallAnalyst Enterprise Server* Pentium 4 class CPU
512 MB RAM Microsoft Windows (NT-SP 6, 2000, XP, 2003 server)
Database (one of the following) Microsoft SQL Server 2000 Microsoft Desktop Engine for SQL 2000 (MSDE is provided on the UCE application CD)
Memory – 512 MB Minimum Free Hard Disk Space – 2 GB (for database) Communication
TCP/IP LAN connection with RJ45 cable Serial port and RS-232 cable (if data source is a serial connection to PBX) Lantronix – serial adapter for LAN (remote site data connection over TCP/IP)
Display - SVGA 1024 X 768 CD-ROM drive (if using CD for installation) Network Interface Card (NIC) Printer Browser
Internet Explorer 5.5 or later Email Client - Outlook 2000; Outlook Express
* Recommendations may change based on the configuration and software requirements
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Collecting SMDR Data Aspire,,
Direct Serial to PC Com Port (RS-232)TCP/IP to LAN
I-seriesDirect Serial to PC Com Port (RS-232)Serial to 3rd party serial to IP converter ORSerial to PC with MSR Client
DS-seriesDirect Serial to PC Com Port (RS-232)Serial to 3rd party serial to IP converter ORSerial to PC with MSR Client
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Multi Site Installation of Enterprise Server
LAN / WAN
Serial
TCP/IP (SPE Card)
Serial Serial
CallAnalyst Enterprise Server with MSDE or SQL 2000
Site 1 Site 2 Site 3 Site 4
PC with Thin ClientLantronix
CallAnalyst Clients
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Ken Barron, Vice President Barron Communications
"We've sold more TriVium CallAnalyst systems than any other call accounting system and we've done no true advertising. For the customer who has had problems gathering information in the past, this is a natural. It's so easy to use and simple to install.
Our customers are delighted with CallAnalyst and the features it offers. One customer with 50 employees is thrilled employees can receive reports via e-mail. In fact, five different businesses share the resource, which is cost-effective for them."
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End User Benefits Flexible Call Reporting – extensive filters Tracks and analyses calls (IN/OUT; Network) Increases sales performance and productivity Enables better Planning & Budgeting
Cost recovery; Telecom expense distribution Ensures timely 3rd party billing
Improves resource planning Traffic analysis Trend studies; Call patterns for staffing
Measures success of marketing campaigns Enhances Security
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Flexible Call Reporting
Define reporting parameters
hourly, daily, weekly Set reports to run
automatically email to the appropriate manager or rep
Easily separate inbound and outbound statistics
Set up customized rate plans
Run reports on individual extensions or groups
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Tracks Calls
Track in-bound and out-bound call patterns
Adjust resources according to call patterns
Monitor Call Traffic By Date & Time By Agent By Workgroup By Type By Carrier
Identify abandoned calls
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Improves Agent Productivity
Generate Daily Call reports for Agents
Correlate phone activity with Performance & Goals
Balance Sales Resources Optimize Loading for
improved efficiency Email reports to Agents
and Managers
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Enables Better Planning & Budgeting
Ensure complete and timely billing for shared resources Improve cash flow
through timely invoices Quickly calculate usage by
client, tenant or partner Flexible on-demand billing
Do not wait for the end of the month phone company bills to determine usage
Consolidate reporting information
Schedule billing
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Improves Resource Planning
Reduce guesswork about sales activities Base resource requirement decisions on real data
Manage Trunk usage and Balance Loads Renegotiate terms and lines with the phone company based on
actual usage patterns Measure activity on toll free numbers
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Evaluate Marketing Campaigns
Evaluate effectiveness of campaigns By region By group
Compare campaign effectiveness
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Enhances Security
Detect abusive phone activity Avoid potential liability by
tracking questionable inbound and outbound calls
Speed up emergency response through “local alerts”
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Fast Growing Market
Call Accounting is one of the basic needs Feedback tool that enables better management
ROI calculation for VoIP installations Networked Systems
Looking for improving return on investment on their systems
Managing remote phone systems Cost distribution to branch offices for services Traffic analysis and trend studies
Great low cost alternative to ACD type reporting needs
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Growing Segments - Verticals
Executive Suites Shared Tenanting; Assisted
living Government Education Healthcare Auto Dealers Retail Legal Accounting
Services Mortgage Insurance Real Estate
Travel and Entertainment Hotel, Motel, Ticketing
Recruiting Tele-sales and Marketing
Call Centers
Call Management is an important Performance Management and cost recovery tool
Large untapped base of phone system installations
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"Not only do we like the CallAnalyst product but we won't sell any other call accounting software but CallAnalyst! Their competitors don't perform and meet our stringent customer needs. Our customers are very pleased with the results.
It's easy to load and operate. The easy to use menu, simple layout, and setup features are the most talked about features from our internal staff and our customers.
Luke Vossen CDS Telco
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Why CallAnalyst?
Breadth of solutions Established product Need for solutions Return on investment for customers
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Product Overview Proven customer base Simple to demonstrate, sell and promote
Product is easy to install and support Installation: as easy as 1-2-3
Connect Phone system to PC (serial port or TCP/IP) and enable the SMDR port
Install & Configure CallAnalyst – easy and quick process Run the program
Great low cost alternative to ACD type reporting needs Match customer needs Great solution at an affordable price
Additional Security - FraudAlert!
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Customers looking for solutions…… in addition to phone systems
Customer expectations are changing Earlier applications
Used to be Voice mail, some cases ACD, IVRWants more value added software
Call Management, Call Tracking Customer Relationship Management
Changes quality of sale and relationship with customer Dealer seen as solution provider
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CallAnalyst Enterprise Server - Solution Matching
Questions to ask: How many locations or switches need to be monitored? How many extensions in total (all sites together), need to be
monitored? What connectivity exists at remote locations to the central
site/hub and between locations? Is there a need to cost the calls?
Zone based cost calculations or complex/multiple rate plans
Is there a need for consolidated reporting / costing? Is there a need for individuals at each remote site to view
and generate reports ? How many users will concurrently need to generate ‘on-
demand’ reports?
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Product Licensing Product Components licensed and priced individually
CallAnalyst Lite Full (Stand-alone Version) Full (Network Version with one (1) client access)
Additional Network Client license available Upgrade from Lite to Full license available CallAnalyst is licensed by Switch and User
A license for CallAnalyst is required for every switch you want to report on A user license is required for each concurrent user of the CallAnalyst Client
software components CallAnalyst Enterprise Server
Server software installed on a PC at the main site Licensing based on the number of phone systems And total number of extensions to be tracked
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Platform Availability
Phone System CallAnalyst
Options
Ultra Business Sales Division Aspire;
LiteFull Standalone VersionFull Network VersionNetwork ClientsUpgrade form Lite to FullEnterprise Server
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"We had found some products that did bits and pieces of analysis, but nothing that pulled the data together like CallAnalyst does.
It's one of those products that just sits there and does what it's supposed to do. Installation was a piece of cake. I popped in the disk and let it go. I believe we are getting plenty of horsepower for the price."
Kurt Anderson, Network System Analyst One Core Financial Network
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Reports
Over 100 reports Schedule Report Generation Email Reports to Users Automatically Generate Custom Reports
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Common Reports
• Date and TimeDetailed calling by daySummary calling by daySummary calling by hour of the day, by day of the weekLine usage by minute of day by day of the week
• Line and ExtensionDetailed calling by extensionsSummary calling by linesDetailed calling cost by extensionDetailed calling with Location & CLID/Line Name
• FrequencyMost frequently called numbersLongest called numbersMost expensive calls
• GeographicSummary calling by area codesUnited States calling distribution (U.S. map)
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Call to Action
Sell CallAnalyst with every new phone system
Offer CallAnalyst bundled with Networked Systems
Go after your installed base
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List of Standard Reports (1)
Date and TimeDetailed Calling by Day
Summary calling by day **
Summary calling by day-of-week by day
Summary calling by hour-of-day by day
Summary calling by hour-of-day by day-of-
week **
Summary calling by half-hour by day-of-week
Line usage by hour-of-day by day-of-week
Line usage by minute-of-day by day-of-week
Line and ExtensionDetailed calling by extensions
Summary calling by extensions **
Detailed calling by lines
Summary calling by lines **
Detailed calling cost by extensions
Detailed calling with location and contact name
Detailed calling with location and caller id/line name
Summary of call distribution by extensions **
Summary calling by extensions by day-of-week
Summary calling by extensions by hour-of-day
Summary calling by hour-of-day by extensions
** Reports available with CallAnalyst Lite
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List of Standard Reports (2)
Route and TenantDetailed calling by routes by hour-of-day
Summary calling by routes
Summary calling by routes by day-of-week
Summary calling by routes by hour-of-day
Account CodesDetailed calling by account codes
Summary calling by account codes **
Summary calling by account code by calls
Summary calling by account code by duration
Detailed calling by tenant/authorization codes
Summary calling by tenant/authorization codes
Summary calling by tenant/authorization code by calls **
Summary calling by tenant/authorization code by duration
** Reports available with CallAnalyst Lite
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List of Standard Reports (3)
Frequency and DurationMost frequently called numbers **
Longest called numbers
Most expensive calls
Summary-short calls by lines
Detailed hold-ring duration by day
Detailed hold/ring duration by extension by day
Summary-average hold/ring duration by extension by day
Trunk Type and CarrierDetailed calling by trunk types by hour-of-day
Summary calling by trunk types
Summary calling by carrier by day
Summary calling by trunk type by day-of-week
Summary calling by trunk type by hour-of-day
** Reports available with CallAnalyst Lite
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List of Standard Reports (4)
GeographicDetailed calling by are codes
Summary calling by area codes **
United States calling distribution
Detailed calling by country codes
Summary calling by country codes
Detailed calling by country codes by extensions
Detailed calling by area code by day
Detailed calling by country code by extension groups
OtherContact list
Unassigned (Extension) phone numbers
Rate plan by zone
Rate plan by country
** Reports available with CallAnalyst Lite
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List of Advanced Reports (1)
Auto Attendant & V-Mail (not available)
ANI & DNIS
Detailed call view by DNIS
Summary call view by DNIS by Day
Summary call view by ANI by day
Call PartyDetailed calling by call-party extensions
Summary calling by call-party extensions
Detailed calling by remote call-party
Agents & Workgroups
ContactTime billing by contact
Time billing for all contacts
Detailed calling by contacts
Detailed calling by cost by contact by country code
Summary calling by contacts
Detailed calling by company
Detailed calling cost by company by country code
Summary calling by company
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Additional CallAnalyst Enterprise Reports (1)
Line and ExtensionDetailed calling cost by Extension by Zones
Summary calling by Day by Extension
Detailed calling cost by Lines by Zones
Detailed calling cost with Contact Name and Location by Zone
Route and TenantSummary calling by Tenant
Busy trunk summary by routes by day-of-week
Summary calling by Agent/ call party tenant
Account CodeDetailed calling cost by Account Code by Zone
Detailed calling cost by Tenant/ Authorization Code by Zone
Trunk Type and CarrierBusy trunk summary by trunk type by day-of-week
Other Standard ReportsDetailed call List
Wireless call by user
Wireless calls by billing account
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Additional CallAnalyst Enterprise Reports (2)
Auto Attendant & Voice MailSummary calling by Auto Attendant by Day
Summary of party voice spill-over by Workgroup
ANI & DNISDetailed call view by party workgroup by DNIS
Agents and WorkgroupsSummary of Agent Workgroup call patterns
Detailed Workgroup call view by Agent
Service Pattern by Workgroup by hour-of-day
Summary of Agent call view by Workgroup
Summary of Agent activity by Day
Summary of Queued Calls by hour-of-day by day-of-week
Summary of scores by Agent by Workgroup
Summary of Service Level by Workgroup by hour-of-day
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Additional CallAnalyst Enterprise Reports (3)
Call PartyDetail calling by call party extension
Summary calling by call party extension
Detailed calling by remote call-party
Web Calls (not available)
ZoneDetailed calling by Zones
Summary calling by Zones
Client Time Billing by Client
Detailed calling by Client
Summary calling for Client
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• Click on ‘Reports’ for the list of possible reports ( first screen on the left).•Click on ‘Criteria’ to set the criteria for the report you want to run.
•Criteria includes dates, times, specific extensions, groups or lines. •You can also choose previously stored report templates.
• Choose ‘Select’ to choose the extensions or groups you would like to report on.
Easy Report Setup
Sample CallAnalyst Screen Shots
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Master List of Extensions, Lines and Account Codes These are assigned to Groups and Departments
• The Master Extension List (on the right) is used to assign names to extensions.
•You should enter all of extensions and names before assigning them to groups or departments.
• After all names and extensions are created, give the list a group or department name.
Sample CallAnalyst Screen Shots
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Quick view of All Calls
• Use the “All Calls” button to quickly access all inbound and outbound traffic data for all phones• Clicking the ‘Refresh’ button gives you up-to-the minute data• Order the data by any column
Sample CallAnalyst Screen Shots
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Graphical Reports
• In addition to text-based reports, CallAnalyst provides graphical reports
Sample CallAnalyst Screen Shots
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Cost Analysis and Billing
• Create both costing and billing reports.•Costing reports are used internally to find out how much one is spending on rated calls •Billing reports are used to generate an invoice or a bill for the customer
• Set "per call" surcharges and "per report" surcharges. • Supports “prefixed” or “zone”-based billing.• For tenants sharing phone resources, separate call records per tenant.
Sample CallAnalyst Screen Shots
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Importing/Storing Call Data Records (CDR/SMDR)
•Store your Call Data Records (CDR/SMDR) on your hard drive for historical or trending purposes. • Accurately forecast resource needs or identify significant trends that affect your business.
Sample CallAnalyst Screen Shots
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Automation of reports and Archiving data for backup
•Automate the report generation process
•Send the report to an email address, printer or a file
• Archive and restore data
Sample CallAnalyst Screen Shots
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Examples of SMDR Collection
Direct Serial to PC Com Port (RS-232)
Serial RS232 cable
(usually DB9 Male to DB9 Female)
PC Running CES – or –
MSR Thin Client
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Examples of SMDR Collection
Serial to Lantronix (3rd party Serial to IP converter)
RS 232 (DB9 Male to DB25 Male) Cable
RJ-45 Ethernet Cable’s
LAN/WAN
Note: When using the Lantronix Device a Null
Modem Cable or Adapter must be used.
PC Running CES
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Examples of SMDR Collection
TCP/IP; SPE( ) –U10 ETU (LAN) For Serial from SPE refer to Direct Serial to PC Com Port (RS-232) Slide
LAN/WAN
PC Running CES
Examples of Server Software & Examples of Server Software & Database InstallationsDatabase Installations
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Single PC/Server Installation
Single PC with MDSE / CES / Call Alert Installed
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Single PC/Server Installation
Single PC with SQL 2000 / CES / Call Alert Installed
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Multiple PC/Server Installation
PC with CES / CallAlert Installed – Server with MSDE Installed
PC with CES / CallAlert Installed – Server with SQL 2000 Installed
LAN / WAN
LAN /WAN
Examples of Network Configurations Examples of Network Configurations for CallAnalyst Enterprise Serverfor CallAnalyst Enterprise Server
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Single Site Installation
Serial CablePC/Server with the following installed: • SQL 2000 or MSDE• CallAnalyst• Call Alert
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Single Site/Single Network Client Installation
Serial Cable
LAN / WAN
PC/Server with the following installed: • SQL 2000 or MSDE• CallAnalyst• CallAlert
PC with the following installed: • CallAnalyst Client• CallAlert Installed (optional)Note: If MSDE is used for the Database only 5 Network Clients are allowed.
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Multi Site Installation
LAN / WAN
Serial
TCP/IP (SPE Card)
Serial Serial
CallAnalyst Enterprise Server with MSDE or SQL 2000
Site 1 Site 2 Site 3 Site 4
PC with Thin Client
Lantronix
CallAnalyst Clients
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