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Telecom Reseller – Series of Articles, entitled:
"Call Accounting Tips"
#4 in a Series of Tips on Call Accounting Systems –
Aug., 2002
This month's article covers a few issues that we deal
with regularly.
Operator Statistics
We get calls from organizations that want detailed console activity reports.
Unfortunately, most PBXs' SMDR records do not provide enough information to
get this information from a call accounting system.
There are however, a few PC-based consoles for some PBXs that do provide both
detail and summary reports on operator activity.
Some of these reports show things like; # Calls Received, # Calls Answered, #
Calls Transferred, Maximum # Rings, Average Talk Time, Maximum and Average Hold
Time, # Abandoned, etc.
Don't buy more functionality than you can support
We frequently speak with businesses that purchased a multi-module telemanagement
system expecting that the system would provide substantial benefits. They soon
came to realize that each module requires a certain amount of time to populate,
learn, administer and manage in order to realize these benefits.
Once they realize the amount of time required, they come to the realization
that they simply do not have the FTE to utilize it effectively and basically
abandon the function. They end up with “egg on their face” with management by
having requested and spent hard-to-come-by funds for a product that become
useless.
The Lesson – Before purchasing these
modules, speak to other users (hopefully references from vendor) and ask lots of
questions about the value of the benefits and the amount of time required.
"I just want something cheap!"
This is usually the beginning of a conversation from someone calling to inquire
on our products. When you shop for a PBX or Router or ACD or Voice Mail, do you
also say, "I want something really cheap?"
I would like to have somebody say, "I want something that has great value,
offers great support and is reasonably priced."
"Really cheap" implies, I don't want the best system and don't care if I get
any support. If a purchasing decision is based on this criteria, the end result
is usually predictable.
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