CALL Auditor

CALL Auditor

CALL Auditor is a managerial tool which allows the enterprise manager to more effectively manage his or her telecommunication facilities by quickly and easily producing reports based upon all telephone calls in and out of an office.

Utilizing a user-friendly interface, filters can be applied providing a multitude of reports, which then can be printed. Examples of a few reports could be the number of long distance phone calls made by a particular extension, or perhaps the frequency that a particular customer called you in a given month.


	CALL Auditor’s intuitive point & click Graphical User Interface

Call Auditor incorporates an industry first by providing the ability to track a call each time it gets transferred, parked or put on hold, which is termed a "transaction". Each time a transaction occurs, data such as the extension, duration, result, and more is recorded and displayed in the "Details" window.

An Optional Report Package can be added to exploit even more information. For example, print a bar graph for the previous day indicating the total time people were placed on hold broken down by the hour.

CALL Auditor is bundled with CALL Link and Visual Call Manager.

Field Descriptions:

Date:	The date the call was made or received.
Direction:	Indicates whether the call was inbound or outbound.
Line:	Indicates which Line on the Norstar/BCM switch was used.
Extension:	Indicates the Norstar/BCM extension that initiated an outbound call or was the first extension to answer a call.
Extension Name:	Indicates the name of the Norstar/BCM extension.
Phone number:	Indicates the number dialed or the inbound caller ID number.
CLID Name:	Indicates the inbound caller ID name from the Telephone company.
Ring Time:	The time that the Norstar/BCM switch received the first ring.
Connect Time:	The time that a Norstar/BCM extension answered an incoming call.
Result:	Indicates what happened to the call. Various results are; hold, transfer, park, no answer and on hook.
Disconnect Time:	The time a Norstar/BCM extension terminated a call. The disconnect can be the result of a hold, transfer, park or on-hook state.
Duration:	The length of time a particular extension spent on a call.

Direction:

Out:	Displays outbound calls.
In:	Displays inbound calls.
In/Out:	Displays both inbound and outbound calls.

Filters:

By combining filters, you can drill down and display only the data you want to see. Below is a list of filters and their description. These filters can be applied singly, or applied in combinations.

By Ext. Name:	Check this box and enter the name of a Norstar/BCM extension.
By Extension:	Check this box and enter a Norstar/BCM extension.
Include all Transactions:	Check this box to include all calls transferred or subsequently picked up by the selected extension or range of extensions.
By Phone Number:	Check this box and enter a phone number or partial number. i.e. to filter on all long distance calls, enter a 1 in this box. This box can also be used in conjunction with “Direction IN” and filter on a specific incoming CLID phone number. i.e. Enter 905 to filter all inbound calls from that area code.
By CLID Name:	Check this box and enter the name or partial name of the incoming caller ID name.
Number of Transactions:	Enter the minimum and maximum number of transactions or "hops" a call had. Each time a caller is transferred, parked or put on hold, a transaction is created.
By Line:	Check this box and enter a single line or a range. i.e. 1-10
By Date:	Check this box and select the from date and to date.
By Call Duration:	Check either the greater than, less than or both to filter calls that lasted for a specified length of time in minutes.