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Sunday, September 05, 2010

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What is Call Accounting?

A Call Accounting system records detailed information about telephone calls made through the telephone exchange, called also PABX (Private Automatic Branch eXchange) and organizes that information to generate reports. These reports allow you to see what calls are being made, the duration of the calls, along with other insightful information.

These reports are valuable financial tools that are widely used in verification of charges presented on your monthly telephone bill. In addition to keeping track of your company communications expenses, a good Call Accounting system can help you analyze those expenses and let you know how much you are spending, so you can establish budgets and allocate costs more accurately.

The Call Accounting system reduces phone calls by:

Monitoring employee phone usage.

Generating reports for verification of telephone bill charges.

Tracking both incoming and outgoing telephone calls.

Recording the details of calls made by individual extensions and departments.

Recording the details of local, long distance and international calls..

Detecting toll fraud.

Analyzing real-time call traffic (view calls as soon as they are made).

Regardless of their size, most telephone systems or exchanges output Call Detail Records (CDR). Generally, these get created at the end of a call but on some phone systems the data is available during the call. This data is output from the phone system by a serial link known as the Station Message Detail Recording port (SMDR).

Some of the details included in call records are: Time, Date, Call Duration, Number dialed, caller ID information, Extension, Line/trunk location, cost, call completion status.

Communications costs spiralling up?

What is happening to your Telephone Costs?

Your business is faced with a growing voice and data communications expense. Part of this expenditure represents the communication cost of services offered to customers, while the other part is the cost of private calls made by staff.

Also, time spent on the telephone is a resource cost to your business. Staff may be spending this time responding to requests made by your customers, or making personal phone calls during business hours. These overheads, if not controlled, may impact on the financial performance of your company.

Unforeseen communication costs may also be due to fraud, as company lines may be exploited by external entities, when control is lax and lines are idle.

Auditing of telephone bills, as supplied by telecom authorities is tedious and slow; and therefore costly. These costs add-up, and the economic burden swells in these difficult times.

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