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Splicecom Splicelog

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SPLICECOM SPLICELOG

For every phone call made or received through maximiser a call record is produced. These records contain important information about each call, including whether it was an incoming call, an outgoing call, or another type, such as an internal (extension to extension) or external (trunk to trunk) call.

Call records contain details of the calling party and the called party, as well as extra information such as the overall duration of the call, the number that was dialled, the caller ID of the calling party, and 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.

The analysis of the call logging output is usually called Call Management. This can help with setting budgets and controlling Company and/or Departmental communication costs by;

  • Identifying trends in telephony costs by department.
  • Allowing costs associated with individual projects to be aggregated and apportioned.
  • Highlighting which members of your team spend most/least time on the phone.
  • Clearly identifying which customers contact you the most.
  • Informing you who is making excessive personal telephone calls.
  • Allowing targets to be set for key performance indicators such as time to answer and length of call.
  • Evaluating working practice by identification of how many ‘Out of Hours’ calls are received for Support, Service or Help Desk departments
  • Showing trunk utilization.
  • Providing evidence for additional resources requests together with cost justifications.
  • Identifying busy periods where resources need re-allocation.
  • Delivering the data required to construct sales and marketing plans.
  • Forming a strategic part of your CRM strategy.
  • Providing an overall measurement of your management.

SpliceLog
SpliceLog is a web-enabled Call Logging/Management application, specifically developed for maximiser, and is hosted on Microsoft Windows. This allows information to be viewed and reports to be run locally, via a simple Windows-style interface, or remotely through any standard web-browser - including PCS 400 or PCS 50. SpliceLog is simple to set-up, only two parameters need to be manually entered, whilst the rest of the configuration is automatic, using information stored in maximiser’s LDAP database. User & Department names, telephone numbers, LCR details, Account Codes are all downloaded to SpliceLog in this manner.

SpliceLog allows every phone call to be logged, checked, costed and stored automatically. Outgoing call statistics gives Administrators and Department Managers all the information they need to control their own telephone budgets. Incoming call records show if, when and where calls are being lost and how long users are taking to answer their calls. Line usage is also monitored so it’s easy to see if more trunk lines are required - or if you’re paying for too many! Reports can be generated at regular intervals and delivered by email, as can alarms for calls made to Premium Rate numbers, those exceeding a pre-defined duration or cost, or, if a team member misses an incoming call. SpliceLog allows a wide range of Management Reports to be generated including; Trunks Busy, Call Geography, Top Call, Incoming Call Analysis, Target Responses, Frequently Dialed Numbers, Extension Usage & Customised Reports.

SpliceLog supports up to 300 users and operates independently from the number of trunks or sites connected via a single maximiser system. This capacity can be expanded in increments of 100 users. As more users, trunks Call Servers or sites are added to maximiser, SpliceLog will automatically detect the additions, once they are used for the first time, add them to the Call Logging database and begin the collection of call statistics. The maximum size of the SpliceLog database is 2Gb, allowing up to 8 million calls in the active database. At any time, data can be archived out of the live database into storage, making room for more call records. SpliceLog is a modular application and can be further enhanced through the addition of SpliceRecord (see Call Recording) and/or SpliceQueue (see Call Centre).

SpliceLog Plus
SpliceLog Plus utilises an SQL//MySQL database - SpliceLog in underpinned by Microsoft Access - which imposes no operational capacity limits. As such it is an ideal solution for larger sites, or those who already use SQL databases within their organisation. SpliceLog Plus is supplied in an identical manner to the standard SpliceLog application - up to 300 Users and then expnadable in increments of 100 Users - and also supports SpliceRecord and SpliceQueue.

For more details about SpliceLog & SpliceLog Plus click here for a live demo.

RELATED LINKS :

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