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?
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.
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.