Call. Xpress. Call Billing and Traffic Analysis. Creating added value For PBX. Jusan S.A.

Transcription

1 Call Xpress Call Billing and Traffic Analysis Creating added value For PBX 1 tel fax marketing@jusan Jusan S.A. 2015

2 CONTENTS INTRODUCTION 3 FEATURES 3 Web access 3 Compatibility and Adaptability 3 Security 4 Tariff rates 4 Stored Data 5 Data capture 5 Organization Chart 6 Real Time Graphics 6 GRAPHIC ANALYSIS OF STORED DATA 7 REPORTS 8 SCHEDULED REPORTS 10 ALARMS 10 MANAGEMENT OF FLAT RATES 11 OPTIONAL MODULES 11 Call-Back of incoming unanswered calls 11 Credit limit for extensions 11 CALL XPRESS HOTEL 12 TECHNICAL SPECIFICATIONS 13 PRE-INSTALLATION REQUIREMENTS 17 REPORTS EXAMPLES 18 ABOUT JUSAN 20 2

3 Introduction Call Xpress is a state of the art, high performance call billing software designed for the management and analysis of traffic in any PBX. Thanks to powerful graphic capabilities, both standard and user configurable reports and multicarrier billing, Call Xpress is the ideal tool for the complete analysis of telephone traffic in all types of organization, from SMEs to larger companies, public entities, and multi-site installations. Call Xpress is part of the Jusan Call Billing and Analysis range of products which is orientated towards both the company and hotel environments, and designed to operate with all types of PBX and control of all inbound and outbound calls at any time and from any location. Features Web access Users are able to access the call billing server via http in order to create and consult the available reports, without the need to install additional software. Compatibility and Adaptability Dashboard Call Xpress is compatible with all PBX models currently on the market thanks to the variety of data capture possibilities that this solution offers. Call Xpress is a product designed to service both companies with few extensions and a single location, as well as large enterprises with hundreds of extension across various sites. 3

4 Security Security Levels/users Profiles: various access levels are available to be assigned to the different users. For example: within the same company a user with full access permissions is able to create all types of reports using all of the call data available. However a user with a lower rating access level will only be able to consult certain call data, corresponding to certain departments. Tariff rates The tariff rates which are used by Call Xpress in the calculation of costs are managed using Call Xpress Plan Manager. Call Xpress Plan Manager The cost of each call is calculated taking three variables into account: Destination (dialed number) Duration of the call Time and day that the call is made 4

5 Stored Data Call Xpress captures data corresponding to the different types of calls. The data is stored in an SQL database in the server PC and analyzed to provide a wide variety of reports and graphs. The data stored for each call includes: * Call Types Outbound Inbound Internal Outbound unattended Incoming Unanswered Call origin (ANI) Call origin (ANI) Destination Dialed number (DNIS) Date and Time Call Duration Ring time Account code *The exact data sent depends on the PBX model Data capture Call Xpress supports a large variety of options for the capture of call billing data from the PBX: TCP, UDP, TFTP, XML, TCP SMDR, RS-232, etc. 5

6 Organization Chart Call Xpress enables a personalized organization chart to be defined (including the different departments that make up the company) and the extensions belonging to each organizational level, which allows reports to be filtered by department. The main objective is to enable reports to be generated at any particular organization level, allowing for more efficient management of the company s telephones resources. The organization structure is presented in a clear graphic format. Real Time Graphics Call Xpress incorporates a graphic interface in a dashboard type display, which enables real time data to be displayed in at a glance graphic format, according to pre-configured parameters. Dashboard 6

7 Graphic Analysis of stored data CallXpress incorporates a kind of programmable dashboard of historical data divided in four windows where the following information is displayed: Upper Left Window Bar Graph showing the total expense per day of the week (if the time period selected is less than one week), per day of the month (if the time period selected is less than one month), or per month is the time period selected is more than one month. Upper Right Window Line Graph showing the total number of calls (of the selected types) per day of the week (if the time period selected is less than one week), per day of the month (if the time period selected is less than one month), or per month is the time period selected is more than one month. Lower Left Window Detailed list of the 50 most expensive calls made during the selected time period. Lower Right Window Pie Chart showing the total number of calls during the selected time period, divided by destination types (Local, Mobile, International, etc.) 7

8 Reports Call Xpress enables a broad range of reports to be generated for full analysis of the organization s telephone activity, and consequent cost reductions. Reports may be viewed on-screen, printed directly or saved in a variety of different formats including: tiff, pdf file, excel, enriched text, CSV and XPS. The following generic reports are available: Organization: provides a list of all extensions, the user assigned to each extension, and the various groups that have been configured. Hit Parade: these reports are designed to be able to quickly access the most frequently dialed numbers, and the extensions making or receiving the most call. Quality of attention: these reports are designed to show in detail, summary or graphic mode, the response times for each extension, as well as the unattended calls during a given period of time. 8

9 Calls: includes all reports available for call traffic analysis. Chronological: displays a list of all calls in strict chronological order. Organizational: displays all call data in either a summarized format (extensions grouped together by department / level), or in detail. By extension: This report shows a detailed calls list for each individual extension, or a summary of the number of calls per defined extension. By trunk: Shows either a detailed or summarized calls list for each of the different trunk lines defined in the system. By account: This report displays the list of calls according to the pertinent account code assigned to each extension (detail or summary). All reports may be filtered according to the date, type of call, account code, category, amount (duration or cost), and called number. Extension report (Detail) 9

10 Scheduled reports All the reports described in the previous section may be obtained at the moment, or may be scheduled to be run at specific dates and times, and sent by to a programmed address. For example: the system can send an to the Financial Controller every Monday morning, with a summary of the telephone charges by extension and department. Alarms CallXpress incorporates an alarm server for immediate detection of suspicious events, such as calls above a given cost or duration, calls from specific extensions, or calls to a forbidden destination. Every time such an event is detected, CallXpress shall send an to the system administrator, or any programmed address. It is possible to define as many events as needed, and each such event shall generate an in real-time. 10

11 Management of flat rates CallXpress is able to handle the different flat rates negotiated with the Telephone Operators, on a trunk by trunk basis, or for a group of trunks. Once the traffic on the trunks reaches the authorized number of minutes for the specified time period, CallXpress sends an alert by , so that the supervisor may take the appropriate action, for example to route the outgoing traffic through different lines. Optional modules Call-Back of incoming unanswered calls With this feature, each extensión owner is notified when he/she has received a callo n his extensión and the call has not been answered. The notification may be performed in 2 different ways: Accessing the CallXpress Software with a user/password which allows Access only to the specific extension data, and selecting the Missed Calls icon. The program will show all the Unanswered calls, and if the Call- Back license is installed, the automatic callback can be obtained by positioning the cursor on the selected call and by pressing the CALL button. By means of an sent to the address associated with the specific extensión. The body of the sjows the calling number andthe date & time, as well as a link to a web page for the automatic callback (if the callback licence has been installed). When clicking on the link, the call back is made from the extension which lost the call. Credit limit for extensions When this option is installed, it allows setting up call limits per extension (duration or cost during a given time period). When those limits are exceeded, no new calls may be made from the extensions concerned. It is possible to refill the credit of an extension, and to view the current status of all the extensions (locked or unlocked). Note: The credit limit option is only available for PBX with an active CTI link. 11

12 Call Xpress Hotel Call Xpress Hotel is part of the Call Xpress range. The application is designed to facilitate the management, billing and data analysis of telephone traffic in hotels, hospitals and any organization that need to charge phone calls to their customers. The call billing solution, Call Xpress Hotel, is hosted on web so it allowing greater way of use and accessibility. The platform provides full details of the calls made in the hotel, both incoming and outgoing. Call Xpress Hotel always specifies the extension from which the call was made. Each extension is assigned to a category and with its own charging system in order to simplify the task of customer call billing. Call Xpress Hotel offers all the possibilities of Call Xpress and other options from Call Xpress Hotel. This options are: Check-in: When a new customer enters in the room, this option sets the telephone account up 0 euros. Check-out: This option makes automatically a telephone bill per room. In this bill appears: the date, time, telephone number, destination, duration and amount. Control check-outs: It provides a list of all check-outs per room. In this option, you can select the time when you want to check the telephone data. Current expenses: This screen shows the rooms that are pending payment of your phone. 12

13 The benefits of Call Xpress Hotel are: Immediate check-in/check-out by room number/name. Accurately bill back guest & patients calls. Measure quality of service & trunk usage. Detect and prevent fraud & abuses. Monitor & alerts for phone abuses. History data in any time. Check in real time. Check outs Window Telephone usage (bill) The Call Xpress Hotel interface is the same as Call Xpress. It is intuitive, easy to use and also, it is compatible with all PBX models and brands. Call Xpress Hotel can be used by any sector and size of business. Some of the features of Call Xpress Hotel are: Sales check Categories Alarms Flexibility Interoperability with PBXs Big range of reports Access levels Optional interface Check-in and Check-out operations with automatic printing of invoices. Extensions may be assigned to different categories: rooms, booths, Administration, etc. Alarms via If cost and/or duration limits are exceeded. Flexible programming of guest calls charges and promotional rates. Optional Interoperability with PBXs (classes of service, wake-up calls, room status..). Detailed reports for guest rooms, meeting rooms, convention floors Limited access levels by password. Optional interface with Property Management Systems. Management Technical Specifications Centralized management of several sites/properties. 13

14 ARCHITECTURE Call Xpress is based on a server PC architecture, where the server is responsible for the capture, storage (SQL database) and processing of all call data, as well as the subsequent generation of reports and graphics. Authorized users are able to access this information via http from any web browser. Call Xpress is made up of the following components: In terms of hardware the server PC (not supplied) houses both the configuration program as well as stored calls data. Different software modules run on the PC server responsible for capturing the CDR* output (V24, XML, TCP, etc.), processing it, calculating costs according to the configured rates, and finally storing the data relative to each call in the database. * Exact format depends on the PBX manufacturer Finally, the IIS (Internet Information Server) must be installed to provide authorized users with browser based access to stored data. CAPACITY Call Xpress is licensed to support the following capacities: 16 extensions 32 extensions 64 extensions 128 extensions 256 extensions Up to If a buffer based data capture architecture is required, Call Xpress may be complemented with Jusan s Data Xpress LAN buffer. Data Xpress is a powerful LAN or V24 based data collection solution complementary to the Call Xpress billing range. Data Xpress provides reliable data collection, versatile data access, and is the perfect solution for data polling via network and modem, for call billing and analysis services. Data Xpress boasts an easy-to-use web based configuration and administration tool, on board dialup modem, up to 8Mb memory capacity, and versatile, secure data access. LOCAL / MULTI-SIDE CONFIGURATIONS 14

15 Call Xpress may be used as a local solution for one PBX, or may also be setup as a centralized solution for organizations with various locations and several PBX. In a multi-site configuration, a data capture unit (Data Xpress) is employed in each location for data capture and storage, and the Call Xpress server PC collects the data from the remote locations via modem, LAN, WAN or Internet. Local Installation: the server captures the data from the PBX s SMDR, V24 or TCP-IP port. If the server cannot remain active on a 24 basis the data capture unit (buffer) is used to store the call data. Multi-Site installation: A data capture unit (buffer) is installed at each remote. The server PC collects data from all remote locations via WAN o via modem. UBICACIÓN REMOTA SERVIDOR CENTRAL BUFFER MODEM MODEM CALLXPRESS LAN WAN LAN Call PBX REMOTA INFORMES Xpress is also a multi-pbx solution, able to support different PBX models operating in the same configuration and using a centralized Call Xpress server. PBX SERVIDOR CENTRAL LANGUAGE SUPPORT SMDR / V24 / TCP-IP BUFFER 15 CALLXPRESS LAN INFORMES

16 Call Xpress currently supports the following languages: English, French, Spanish, and Dutch. By default, the language of the different screens and menus is the same as that of the user PC. INSTALACIÓN / CONFIGURACIÓN Call Xpress is installed and configured by means of an intuitive graphic tool. The configuration program requires the following parameters to be defined: Locations the number of separate locations must be defined. PBX the exact make and model of the PBX employed in each location must be defined, as the different manufacturers use different billing formats. Connection the type of connection must be defined from: TCP, UDP, TFTP, XML, TCP SMDR, RS-232, etc. Configuration Tool Each Call Xpress kit is licensed for a specific number of locations and extensions. Once installed, to get the system up and running simply requires the supplied license to be entered. 16

17 Pre-installation requirements Call Xpress Server PC hardware requirements CPU: Intel Core i3 or equivalent RAM: 2GB DDR (4GB Recommended) Hard Disk: 320GB Call Xpress Server PC software requirements Operating System: Windows XP SP3, Windows 7, Windows 8, Windows Server 2008, Windows Server IIS: Internet Information Server Client PC software requirements Web browser: Internet Explorer, Mozilla Firefox, Google Chrome, Safari. 17

18 Reports examples Traffic by hour report Comment: This report shows the hours with more received calls. Rush hour 11:00-12:00 In this specific period of time, the Administration received a total of 110 calls, of which 34 were made between 11:00h and 12:00h. Missed calls report Comment: In this specific period of time, the more effective extension is the number 23. Is the extension with the highest number of calls and the smaller number of lost calls (0,97%) You can check the effectiveness of employees Chronological report Comment: This report provides details about calls data made during July 30th. This report shows that the call with the highest amount is done at 4:48h. You can check the telephone data any day 18

19 Response times report Comment: The highest percentage of calls (93,8%) are answered in < 15 seg The company has a very good customer service because the most of calls have been answered in the shortest period of time. The extension number 23 has been the most effective extension in the company because all of your received calls were answered in less than 15 seconds. Categories report Comment: This window report shows the calls by category: international, local, national... In this specific department and period of time, the most of calls are locals. You can also check the total amount for call category. The most of calls are locals Hierarchical report Comment: This report provides the opportunity to check details of department s calls. Aftersales: more expensive calls You can see that the department with more expensive calls is Aftersales. 19

20 About Jusan JUSAN is one of the European market leaders in value added solutions for telephone systems (PBX), with more than 30 years experience in the telecommunications sector and with products present in over 50 countries, where more than 80,000 systems have been installed during the last 10 years. Today the company designs, manufactures and markets a wide range of value added applications which include: Call Center Solutions: ACD, real time supervision, telemarketing, scripting, dialers, database integration, special applications. Call Recording: for all types of environment: permanent, selective & ondemand recording. Internal & external calls, extensions or lines, standard or proprietary. IVR Solutions: Voic + Unified Messages, IVR + database integration. CTI Applications: PC based operator, dialer for Outlook, automatic surveys. Call Billing & Data Buffers: PC based or stand-alone solutions for all PBXs. Wireless LAN Systems: Extricom's Channel Blanket technology. 20

21 21