4Business Productivity Tools What is CallAnalyst?Business Productivity ToolsCall AccountingCall ManagementLite / Full (Standalone)Network AccessEnterpriseNetwork ServerAward winning softwareEasy-to-use, graphically oriented software packageTransforms phone systems into a Business Intelligence platformScalable solution – Handles multi-site & remote implementationsQuick sale, Easy to install, Quick ROIKey here is to talk about how we are seeing the traditional Call Accounting market shifting to business productivity solutions that helps them differentiate the their phone system sale.Give an example to drive home the point. (Trunk Analysis-some dealers use CA to monitor their phone switches for just this reason.)What are some of the examples ? List and explain a fewThe other point is that we offer a full suite of productsExplain picture – highlight serial connectivity from phone to pc.Comes in Standalone, Networked and Enterprise versions.
5CallAnalyst - Scalable Product Line VerticalsCollectionsLegalNon-profitsReal EstateInsuranceAssisted LivingEnterprise ServerPorts (Extensions)Lite25100250ProductsClassic EditionsCallAnalystEducationRetailFinanceGovt.AutomotiveHealthcareManufacturingFullNetwork Version
6CallAnalyst Solution Matrix Single SiteAll of the following:Limited to nine (9) summary reportsNo AutomationNo Contact BillingNo Desktop Report AccessLess than 40K Calls / month Avg. (up to 120K call records in database at any time)Any of the following:All reportsAutomationContact BillingOption for Network Clients with Desktop Report AccessAndMore than 40 K calls/ month (total Call Records in database may exceed 120K)Microsoft Database Engine (MSDE 2000) OR MS SQL Server 2000Multiple SitesMulti location with remote sites and data consolidationHeterogeneous phone system modelsNetworked phone systemsCentralized reportingTraffic Analysis (optional)MS SQL Server 2000CallAnalyst LiteCallAnalyst Full / NetworkCallAnalyst Enterprise ServerApplication ProfileSoftware Package
7CallAnalyst Full and Network CallAnalyst LiteNine (9) Summary reportsCallAnalyst Full and NetworkAll reportsReport Automation (send reports by )Call CostingGraphical reportsAccess to CallAnalyst reports via the NetworkContact management & Time billing
8CallAnalyst Full & Network Version Run CallAnalyst from the convenience of your own workstationMore than one user for the program enabled using one or more Network Clients (NC)Recommended where call volumes are higher.Load sharing between server & client PC’sFlexible call costing – Zone & Prefix based billing with incremental costing optionsCompany Directory – Multi-LevelCallAnalyst Full (Network License)with Network ClientsPBX / KTS*1*1 - Serial connection (RS 232) orTCP/IP LAN connection (future)
9Call Reporting CallAnalyst Lite Limited reports. Only 9 reportsDate and Time• Summary Calling by Day• Summary Calling by Hour-of-day by Day-of-weekLine and Extension• Summary Calling by Extensions• Summary Calling by Lines• Summary of Call Distribution by ExtensionsAccount Codes• Summary Calling by Account Code• Summary Calling by Tenant/ Authorization Codes by CallsFrequency and Duration• Most Frequently Called NumbersGeographic• Summary Calling by Area CodesCallAnalyst Full and CallAnalyst EnterpriseAll reports under these categories are availableStandard ReportsDate and TimeLine and ExtensionRoute and TenantAccount CodesFrequency and DurationTrunk Type and CarrierGeographicOtherAdvanced ReportsANI & DNISContact
10CallAnalyst Enterprise Server Multi-Site remote monitoring CapabilityHandles heterogeneous switchesConnects to variety of switchesReal-time connectivity with remote sitesCentralized Data StorageMulti-Level Site DirectoryScalable Solution with Standards Based ImplementationRelational Database(SQL server or MSDE)ODBC compliantRobust Architecture & Great PerformanceMulti-Tasking & Process OrientedBroadcast Alerts!Advanced Contact ManagementCentralized backend for all modulesSingle point of maintenanceFlexible costing moduleUnlimited zoning & Rate PlansCrystal 9.0 reporting engine
12Multi-Site Functionality Multiple sitesConsolidated reportingCentralized Data ManagementAutomation – Archival & Restoration of dataData recovery - Secure storage on network location, ftp serverarchived data to central locationSupport for multiple rate plans
13System Requirements CallAnalyst Lite & Full PC with Pentium III Processor512 MB RAM2 GB of free hard drive spaceRecommended SVGA 1024 X 768Windows 98/Me, NT-SP 6 or later, 2000, XP ProfessionalCD-ROM drive (if using CD for installation)Available serial port and RS-232 cableif data source is a serial connection to PBXPrinterto print reportsInternet Explorer 5.0 or later
14System Requirements CallAnalyst Enterprise Server* Pentium 4 class CPU 512 MB RAMMicrosoft Windows (NT-SP 6, 2000, XP, 2003 server)Database (one of the following)Microsoft SQL Server 2000Microsoft Desktop Engine for SQL 2000 (MSDE is provided on the UCE application CD)Memory – 512 MB MinimumFree Hard Disk Space – 2 GB (for database)CommunicationTCP/IP LAN connection with RJ45 cableSerial port and RS-232 cable (if data source is a serial connection to PBX)Lantronix – serial adapter for LAN (remote site data connection over TCP/IP)Display - SVGA 1024 X 768CD-ROM drive (if using CD for installation)Network Interface Card (NIC)PrinterBrowserInternet Explorer 5.5 or laterClient - Outlook 2000; Outlook Express* Recommendations may change based on the configuration and software requirements
15Collecting SMDR Data Aspire,, I-series DS-series Direct Serial to PC Com Port (RS-232)TCP/IP to LANI-seriesSerial to 3rd party serial to IP converter ORSerial to PC with MSR ClientDS-series
16Multi Site Installation of Enterprise Server SerialSerialSerialTCP/IP (SPE Card)LantronixPC with Thin ClientLAN / WANCallAnalyst Enterprise Server with MSDE or SQL 2000CallAnalyst Clients
18Ken Barron, Vice President Barron Communications "We've sold more TriVium CallAnalyst systems than any other call accounting system and we've done no true advertising. For the customer who has had problems gathering information in the past, this is a natural. It's so easy to use and simple to install.Our customers are delighted with CallAnalyst and the features it offers. One customer with 50 employees is thrilled employees can receive reports via . In fact, five different businesses share the resource, which is cost-effective for them."
19End User Benefits Flexible Call Reporting – extensive filters Tracks and analyses calls (IN/OUT; Network)Increases sales performance and productivityEnables better Planning & BudgetingCost recovery; Telecom expense distributionEnsures timely 3rd party billingImproves resource planningTraffic analysisTrend studies; Call patterns for staffingMeasures success of marketing campaignsEnhances Security
20Flexible Call Reporting Define reporting parametershourly, daily, weeklySet reports to run automaticallyto the appropriate manager or repEasily separate inbound and outbound statisticsSet up customized rate plansRun reports on individual extensions or groups
21Tracks Calls Track in-bound and out-bound call patterns Adjust resources according to call patternsMonitor Call TrafficBy Date & TimeBy AgentBy WorkgroupBy TypeBy CarrierIdentify abandoned calls
22Improves Agent Productivity Generate Daily Call reports for AgentsCorrelate phone activity with Performance & GoalsBalance Sales ResourcesOptimize Loading for improved efficiencyreports to Agents and Managers
23Enables Better Planning & Budgeting Ensure complete and timely billing for shared resourcesImprove cash flow through timely invoicesQuickly calculate usage by client, tenant or partnerFlexible on-demand billingDo not wait for the end of the month phone company bills to determine usageConsolidate reporting informationSchedule billing
24Improves Resource Planning Reduce guesswork about sales activitiesBase resource requirement decisions on real dataManage Trunk usage and Balance LoadsRenegotiate terms and lines with the phone company based on actual usage patternsMeasure activity on toll free numbers
28Fast Growing Market Call Accounting is one of the basic needs Feedback tool that enables better managementROI calculation for VoIP installationsNetworked SystemsLooking for improving return on investment on their systemsManaging remote phone systemsCost distribution to branch offices for servicesTraffic analysis and trend studiesGreat low cost alternative to ACD type reporting needs
29Growing Segments - Verticals Call Management is an important Performance Management and cost recovery toolLarge untapped base of phone system installationsExecutive SuitesShared Tenanting; Assisted livingGovernmentEducationHealthcareAuto DealersRetailLegalAccountingServicesMortgageInsuranceReal EstateTravel and EntertainmentHotel, Motel, TicketingRecruitingTele-sales and MarketingCall Centers
31Luke Vossen CDS Telco"Not only do we like the CallAnalyst product but we won't sell any other call accounting software but CallAnalyst! Their competitors don't perform and meet our stringent customer needs. Our customers are very pleased with the results.It's easy to load and operate. The easy to use menu, simple layout, and setup features are the most talked about features from our internal staff and our customers.
32Why CallAnalyst? Breadth of solutions Established product Need for solutionsReturn on investment for customers
33Product Overview Proven customer base Simple to demonstrate, sell and promoteProduct is easy to install and supportInstallation: as easy as 1-2-3Connect Phone system to PC (serial port or TCP/IP) and enable the SMDR portInstall & Configure CallAnalyst – easy and quick processRun the programGreat low cost alternative to ACD type reporting needsMatch customer needsGreat solution at an affordable priceAdditional Security - FraudAlert!
34Customers looking for solutions… … in addition to phone systems Customer expectations are changingEarlier applicationsUsed to be Voice mail, some cases ACD, IVRWants more value added softwareCall Management, Call TrackingCustomer Relationship ManagementChanges quality of sale and relationship with customerDealer seen as solution provider
35CallAnalyst Enterprise Server - Solution Matching Questions to ask:How many locations or switches need to be monitored?How many extensions in total (all sites together), need to be monitored?What connectivity exists at remote locations to the central site/hub and between locations?Is there a need to cost the calls?Zone based cost calculations or complex/multiple rate plansIs there a need for consolidated reporting / costing?Is there a need for individuals at each remote site to view and generate reports ?How many users will concurrently need to generate ‘on-demand’ reports?
37Product Licensing Product Components licensed and priced individually CallAnalystLiteFull (Stand-alone Version)Full (Network Version with one (1) client access)Additional Network Client license availableUpgrade from Lite to Full license availableCallAnalyst is licensed by Switch and UserA license for CallAnalyst is required for every switch you want to report onA user license is required for each concurrent user of the CallAnalyst Client software componentsCallAnalyst Enterprise ServerServer software installed on a PC at the main siteLicensing based on the number of phone systemsAnd total number of extensions to be tracked
38Platform Availability Phone SystemCallAnalystOptionsUltra Business Sales DivisionAspire;LiteFull Standalone VersionFull Network VersionNetwork ClientsUpgrade form Lite to FullEnterprise Server
40Kurt Anderson, Network System Analyst One Core Financial Network "We had found some products that did bits and pieces of analysis, but nothing that pulled the data together like CallAnalyst does.It's one of those products that just sits there and does what it's supposed to do. Installation was a piece of cake. I popped in the disk and let it go. I believe we are getting plenty of horsepower for the price."
41Reports Over 100 reports Schedule Report Generation Reports to Users AutomaticallyGenerate Custom Reports
42Common Reports Date and Time Line and Extension Frequency Geographic Detailed calling by daySummary calling by daySummary calling by hour of the day, by day of the weekLine usage by minute of day by day of the weekLine and ExtensionDetailed calling by extensionsSummary calling by linesDetailed calling cost by extensionDetailed calling with Location & CLID/Line NameFrequencyMost frequently called numbersLongest called numbersMost expensive callsGeographicSummary calling by area codesUnited States calling distribution (U.S. map)
47List of Standard Reports (1) Date and TimeDetailed Calling by DaySummary calling by day **Summary calling by day-of-week by daySummary calling by hour-of-day by daySummary calling by hour-of-day by day-of-week **Summary calling by half-hour by day-of-weekLine usage by hour-of-day by day-of-weekLine usage by minute-of-day by day-of-weekLine and ExtensionDetailed calling by extensionsSummary calling by extensions **Detailed calling by linesSummary calling by lines **Detailed calling cost by extensionsDetailed calling with location and contact nameDetailed calling with location and caller id/line nameSummary of call distribution by extensions **Summary calling by extensions by day-of-weekSummary calling by extensions by hour-of-daySummary calling by hour-of-day by extensions** Reports available with CallAnalyst Lite
48List of Standard Reports (2) Route and TenantDetailed calling by routes by hour-of-daySummary calling by routesSummary calling by routes by day-of-weekSummary calling by routes by hour-of-dayAccount CodesDetailed calling by account codesSummary calling by account codes **Summary calling by account code by callsSummary calling by account code by durationDetailed calling by tenant/authorization codesSummary calling by tenant/authorization codesSummary calling by tenant/authorization code by calls **Summary calling by tenant/authorization code by duration** Reports available with CallAnalyst Lite
49List of Standard Reports (3) Frequency and DurationMost frequently called numbers **Longest called numbersMost expensive callsSummary-short calls by linesDetailed hold-ring duration by dayDetailed hold/ring duration by extension by daySummary-average hold/ring duration by extension by dayTrunk Type and CarrierDetailed calling by trunk types by hour-of-daySummary calling by trunk typesSummary calling by carrier by daySummary calling by trunk type by day-of-weekSummary calling by trunk type by hour-of-day** Reports available with CallAnalyst Lite
50List of Standard Reports (4) GeographicDetailed calling by are codesSummary calling by area codes **United States calling distributionDetailed calling by country codesSummary calling by country codesDetailed calling by country codes by extensionsDetailed calling by area code by dayDetailed calling by country code by extension groupsOtherContact listUnassigned (Extension) phone numbersRate plan by zoneRate plan by country** Reports available with CallAnalyst Lite
51List of Advanced Reports (1) Auto Attendant & V-Mail(not available)ANI & DNISDetailed call view by DNISSummary call view by DNIS by DaySummary call view by ANI by dayCall PartyDetailed calling by call-party extensionsSummary calling by call-party extensionsDetailed calling by remote call-partyAgents & WorkgroupsContactTime billing by contactTime billing for all contactsDetailed calling by contactsDetailed calling by cost by contact by country codeSummary calling by contactsDetailed calling by companyDetailed calling cost by company by country codeSummary calling by company
52Additional CallAnalyst Enterprise Reports (1) Line and ExtensionDetailed calling cost by Extension by ZonesSummary calling by Day by ExtensionDetailed calling cost by Lines by ZonesDetailed calling cost with Contact Name and Location by ZoneRoute and TenantSummary calling by TenantBusy trunk summary by routes by day-of-weekSummary calling by Agent/ call party tenantAccount CodeDetailed calling cost by Account Code by ZoneDetailed calling cost by Tenant/ Authorization Code by ZoneTrunk Type and CarrierBusy trunk summary by trunk type by day-of-weekOther Standard ReportsDetailed call ListWireless call by userWireless calls by billing account
53Additional CallAnalyst Enterprise Reports (2) Auto Attendant & Voice MailSummary calling by Auto Attendant by DaySummary of party voice spill-over by WorkgroupANI & DNISDetailed call view by party workgroup by DNISAgents and WorkgroupsSummary of Agent Workgroup call patternsDetailed Workgroup call view by AgentService Pattern by Workgroup by hour-of-daySummary of Agent call view by WorkgroupSummary of Agent activity by DaySummary of Queued Calls by hour-of-day by day-of-weekSummary of scores by Agent by WorkgroupSummary of Service Level by Workgroup by hour-of-day
54Additional CallAnalyst Enterprise Reports (3) Call PartyDetail calling by call party extensionSummary calling by call party extensionDetailed calling by remote call-partyWeb Calls(not available)ZoneDetailed calling by ZonesSummary calling by ZonesClientTime Billing by ClientDetailed calling by ClientSummary calling for Client
56Sample CallAnalyst Screen Shots Easy Report SetupClick on ‘Reports’ for the list of possible reports ( first screen on the left).Click on ‘Criteria’ to set the criteria for the report you want to run.Criteria includes dates, times, specific extensions, groups or lines.You can also choose previously stored report templates.Choose ‘Select’ to choose the extensions or groups you would like to report on.
57Sample CallAnalyst Screen Shots Master List of Extensions, Lines and Account CodesThese are assigned to Groups and DepartmentsThe Master Extension List (on the right) is used to assign names to extensions.You should enter all of extensions and names before assigning them to groups or departments.After all names and extensions are created, give the list a group or department name.
58Sample CallAnalyst Screen Shots Quick view of All CallsUse the “All Calls” button to quickly access all inbound and outbound traffic data for all phonesClicking the ‘Refresh’ button gives you up-to-the minute dataOrder the data by any column
60Sample CallAnalyst Screen Shots Cost Analysis and BillingCreate both costing and billing reports.Costing reports are used internally to find out how much one is spending on rated callsBilling reports are used to generate an invoice or a bill for the customerSet "per call" surcharges and "per report" surcharges.Supports “prefixed” or “zone”-based billing.For tenants sharing phone resources, separate call records per tenant.
61Sample CallAnalyst Screen Shots Importing/Storing Call Data Records (CDR/SMDR)Store your Call Data Records (CDR/SMDR) on your hard drive for historical or trending purposes.Accurately forecast resource needs or identify significant trends that affect your business.
62Sample CallAnalyst Screen Shots Automation of reports and Archiving data for backupAutomate the report generation processSend the report to an address, printer or a fileArchive and restore data
63Section 9-A Backup Slides on Product Introduction
64Examples of SMDR Collection Direct Serial to PC Com Port (RS-232)Serial RS232 cable(usually DB9 Male to DB9 Female)PC Running CES – or –MSR Thin Client
65Examples of SMDR Collection Serial to Lantronix (3rd party Serial to IP converter)RS 232 (DB9 Male to DB25 Male) CablePC Running CESNote: When using the Lantronix Device a Null Modem Cable or Adapter must be used.RJ-45 Ethernet Cable’sLAN/WAN
66Examples of SMDR Collection TCP/IP; SPE( ) –U10 ETU (LAN)For Serial from SPE refer to Direct Serial to PC Com Port (RS-232) SlidePC Running CESLAN/WAN
67Examples of Server Software & Database Installations
68Single PC/Server Installation Single PC with MDSE / CES / Call Alert Installed
69Single PC/Server Installation Single PC with SQL 2000 / CES / Call Alert Installed
70Multiple PC/Server Installation PC with CES / CallAlert Installed – Server with MSDE InstalledLAN /WANPC with CES / CallAlert Installed – Server with SQL 2000 InstalledLAN / WAN
71Examples of Network Configurations for CallAnalyst Enterprise Server
72Single Site Installation PC/Server with the following installed:SQL 2000 or MSDECallAnalystCall AlertSerial Cable
73Single Site/Single Network Client Installation PC with the following installed:CallAnalyst ClientCallAlert Installed (optional)Note: If MSDE is used for the Database only 5 Network Clients are allowed.Serial CablePC/Server with the following installed:SQL 2000 or MSDECallAnalystCallAlertLAN / WAN
74Multi Site Installation SerialSerialSerialTCP/IP (SPE Card)PC with Thin ClientLantronixLAN / WANCallAnalyst Enterprise Server with MSDE or SQL 2000CallAnalyst Clients