What is Call Management?

Your telephone system (or PBX) produces a packet of data (a call record) after every phone call your organisation makes through it.  These call records contain important information about each call, including whether it was an incoming call, outgoing call, or another type, such as an internal (extension to extension) call.

Call records contain details of the calling party and the called party, as well as extra information such as the length of time it took to answer the call, the number that was dialled, the caller ID of the calling party, and other information, such as which telephone line (trunk) was used to carry the call.

The practice of call logging involves capturing these call records, sorting and storing them in a central database, and their subsequent retrieval by way of a reporting interface.

Reasons for using a Call manager

Your telephone system will normally output a call logging record every time someone makes, receives or transfers a call within your organization.  Using your call logger, you can collect and use this information to glean invaluable management information.

The days of having to wait for your call logger to produce a ream of almost indecipherable paper reports are long gone.

Using today’s web technology, you can have this up-to-the-second call information displayed on a plasma screen or indeed any monitor. Good call management products will allow you to create unlimited live screens and customize each according to the specific requirements of individual teams, site or users so that you have full visibility of all call activity at all times.

You don’t even have to be in the office to see this valuable information, you should be able to log onto these live screens from your Smartphone or tablet – all you need is web access.




Do you have enough lines?

You will be able to determine how many lines are being used concurrently for your whole organization, for a particular site or even on a particular team.  This means that not only do you not pay for unused lines but you can relax knowing that your callers are not getting engaged tone.  If this is a critical area for your organization, why not trigger an alarm once particular thresholds are met e.g. all lines in use.

Alternatively select ‘line usage’ as one of the display panels on your up-to-the-second display boards so you can monitor at all times.

Are you paying too much for calls?

Our Call Geography report will not only show you where you call but also show the duration and cost.  This helps enormously when you need to decide on the most effective route for calls e.g. is it better to go for a better price per minute or call capping on calls to mobiles.  In fact you could schedule this report to be sent to your system maintainer quarterly to ensure that your tariff package remains cost-effective.

Identify busy days/times

Instead of guessing what your call patterns are, why not run a daily or hourly activity report and see for yourself what is really happening.  Are you losing calls early in the morning or just after you close because your staffing hours are wrong?

How quickly and effectively are your staff answering calls?

Do you know which teams/people pick up calls immediately or who’s letting calls just ring and ring?  Do you know if any particular team member is letting the others down by not answering their fair share of calls or passing calls over to another team member rather than dealing with the call themselves?

When choosing call management software, always look for these features;

Ability to upgrade from one version to another

Companies grow and expand so what suits your organization today, may not suit tomorrow. You should be able to upgrade from one version to another by simply paying the difference in cost so you don’t get penalized for being successful.

And just as importantly, get some reference sites e.g. If your supplier claims they supply Enterprise solutions to organizations with 5000+ extensions, ask to speak to a couple of them.

Easy access to information

There is no point in logging calls if you can’t easy access the call information. At a minimum, you should be able to view from your desktop, have scheduled reports e-mailed or printed and live information for relevant teams displayed on live screens.

No hidden charges

Sometime the software sound cheap but then you discover that you have to pay additional charges to monitor more sites, to allow more users to access reports or to allow you to display your information on a wallboard.  It’s always worth getting your vendor to confirm on day one whether these charges are included or whether they will cost more.

All-in-one simple solution

Don’t bother with upgrades and add-ons if you expand your phone system – make sure you get all features as standard.  These include logging of inbound, outbound, lost, transferred calls.  Billing, line utilization, alarms, display boards, live call view, tariff editors, unlimited concurrent access, frequent numbers, target response.  You will also need to be able to view all reports on an ad-hoc basis as well as run scheduled reports.

Web interface

No serious call logging system today should be without the ability to report on your call information through a web browser.

No extra client software

Don’t let the call logger violate your network security policies, or allow dubious third-party client software to clutter your desktop machines.  The call logger’s reports should be accessible through a standard web browser with no client software whatsoever.

Try before you buy

We want you to be completely satisfied with whichever of our products you choose and allow you to download and test any version – or several – to ensure you’re happy that it does everything you want before you consider buying it!

Of course, we include full access to the manufacturers support desk for the duration of the trial so that you can evaluate not just the software but the service and support also.

For help deciding on which product to try in the first instance, simply call us on FREEphone 0800 021 0100 or click callback below