Flexible, multi-site call accounting application CAAB XL. Functionality Overview. NEC Australia au.nec.com

Transcription

1 Flexible, multi-site call accounting application CAAB XL Functionality Overview NEC Australia au.nec.com

2 Introduction CAAB XL is a flexible, multi-site Call Accounting application for Windows. It is designed to interface with telephone systems to capture data for calls made and received. CAAB XL provides essential information organisations requires for controlling communication costs. At CAAB XL s core is the Management Console. Able to be run from across a LAN or WAN, providing a single access point for all operations. Features include Microsoft-style interface, a configurable shortcut bar and Setup Wizards. Its expandable architecture allows existing and future modules to be integrated without re-installation. CAAB XL Reporting provides access to all information in the database, reporting on telephone calls by extension, authority code, account code, personnel, room and department. Reports can be produced in text, graphic, detailed or summary formats. Report output can be redirected to screen, printer, or file; and can be formatted for MS Excel (XLS) or Adobe Reader (PDF). All reports are organised into easy-tonavigate groups. The SMDR (Station Message Detail Record) call collection module calculates call costs and records calls. It scales for small key systems or large telephone system networks, allowing real-time monitoring of calls from any management console. The Database Management module provides the tools to configure and administer the CAAB XL database. It includes call-record archives, restore and delete options to maintain data at manageable levels, and facilities to export and import data. The Multi-Site Module consolidates call data from different phone systems and different sites, and can handle tens of thousands of calls per hour. The Hospitality Console, a front-office module, is a reservation and guest-billing system for small-to-medium hotels and motels. The Operator Directory module is a user-friendly directory for switchboard and reception operators. It allows for multiple users to update concurrently. The Traffic Analysis module provides network analysis for trunk routes in and out of the telephone system. 2

3 Improve visibility of the usage of all telephone systems in near real time, regardless of location or telephone system type Improve the ability to allocate call costs to departments and end users for chargeback purposes and business process improvement Provide a centralised repository for all call records that can be easily searched to identify specific calls for compliance or investigative purposes Provide a platform that can generate regular reports for managers and end users that increases their awareness and in turn facilitates reduction in costs Getting to know CAAB XL The CAAB XL application provides an easy-to-navigate screen layout divided into three sections: The Shortcut Window Commonly used applications can be set up and displayed in the Shortcut Window for easy access (without having to navigate within the Explorer tree). To Set Up a Shortcut: Click and drag a folder or application into the Shortcut Window Release the mouse button to add the Shortcut Right-click the new Shortcut to rename it if required The Explorer Tree The Explorer Tree provides access to the entire range of applications within CAAB XL using the mouse or the up/down keys on the keyboard. Where a + appears beside an entry, click on this to expand the contents. 3

4 The Application Window The Application Window displays options that correspond to the selection in the explorer tree. The example below shows the Reports Application Window. Reporting The CAAB XL Reports Application uses the parameters shown below for accounting Report generation purposes. Report type Department Staff Category Extension Route/Trunk Management Call Traffic Carrier Comparison Summary Additional Reports Favourites Parameter description Staff members are grouped in CAAB XL by Department. CAAB XL provides reports with detailed call accounting data at Department level. Accounting reports can be generated to allocate call costs to each staff member. Bills and Accounts can be generated, allocating call costs to Clients and calculate On-The-Phone durations. Accounting can be generated to allocate call costs to each extension of the Telephone System. Reports can be generated to provide actual cost, marked up charges, call type and destination analysis grouped by the Routes/Trunks that carried the calls. Provide actual cost, marked up charges, call type and destination analysis grouped by site. Analysis of call traffic in various formats. Reports carrier cost comparison information with selected carriers to analyse the results grouped by Route, Trunk or Site. This report assists to analyse the merits of one carrier over another. Additional reports comprise a variety of reports that provide information such as, Unregistered Resources, GST billing and Top N reports If some reports are used more often than others, they can be copied to the Favourites area for quick access. 4

5 Administration Overview of Administration The CAAB XL Administration facility provides a range of activities for system administration. Departments CAAB XL allows staff to be defined into up to five levels of departments and sub-departments for detailed call accounting by Department, Division, Section, etc. Staff CAAB XL can also be utilised as a staff database containing information essential to the management of employees. The Staff database is linked to Departments and Extensions. Account Codes If the business requires clients to be billed for time spent on the telephone, or calls made on their behalf, Account Codes assist with this task. Each client is assigned an Account Code with the relevant charge rate and Department. When calls are made to the client, the Account code is entered into the telephone number pad and passes the Call Database to be accessed as needed for client billing. Authority Codes If the organisation has extensions with limited outside access the telephone system may be programmed to accept authority codes via the telephone keypad. This can be an effective way of ensuring telephone abuse is kept to a minimum. Another use for Authority codes is on a hospitality scenario where guests are granted outside call access when their assigned code is entered. The telephone supplier can advise if the system can accept Authority codes. Setup Wizards These wizards allow for rapid initialisation of the database, as well as instant update of existing Extensions, Authority codes and Account numbers. Scheduled Reports Any reports generated on a regular basis can be set to generate at regular, predefine periods, eliminating the need for operator intervention completely. Site Data The applications here will access data that relates to each site. Route/Trunk add and maintain the Route and Trunk details for the relevant site. Authority Code allocate PIN numbers to a staff members and an optional call cost mark-up. Extension Enter Extension Management information (e.g. Extension Number, Mark-up, Staff Allocated, and Description) and the Extension s telephone system details. Security CAAB utilises Microsoft SQL s built in Security functionality. This consists of two components: Groups and Users. This configuration takes advantage of the more advanced security features available in SQL Server. Configuration Data In the Configuration data section, set up: Mark-ups Cost Mark-ups which can be applied to Staff, Account Codes, Extension or Authority Code. Business Calendar Accounting periods specific to the organisation. Once configured, preset accounting period can be selected when generating account reports 5

6 Database Tools CAAB XL provides a range of Database Tools to assist with data management. Call Table Utilities Re-cost Data Re-cost Data allows records with cost already assigned in the live data file to have costs updated. The function is useful if new rate tables have been loaded and must be applied to existing call records, if new trunks/routes have been loaded, or where calls were processed with incorrect carrier or rate plan. Archive Data Archive Data is a tool designed to process call records into an archive directory for storage. Restore Data Restore recovers previously archived records to the live data file for reporting. Delete Data This application allows for the bulk deletion of call data from the CAAB XL database, once the records have been backed up. Browse Call Tables This feature allows users to view and edit call data directly. 6

7 CAAB Multi-site As well as collecting and processing calls from a local PABX/telephone System, CAAB allows for the collection of call data from multiple remote sites, using a number of transports. CAAB Multi-site is generally composed of 2 separate components, Central and Remote. However, Remote is not necessary in some cases (buffers, ftp, RAS). Central Service The Central Service runs on the main site and is responsible for co-ordinating the polling of the Remote site data using whatever transport method applies to the site, downloading the data and processing it into the CAAB call table. All sites will need to be set up in CAAB Management so Central can use the correct site information when updating the CAAB database. Remote Service The Remote Service generally runs at each of the remote sites, collecting and storing the raw call data from each telephone system, in preparation for Central polling. 7

8 Transport LAN/WAN The TCP/IP polling method can utilise the computer network to access the call data from a Remote Site. The Remote Computer name or IP address is required so that Central knows where to look on the network and both Central and Remote computers need to be able to see each other across the LAN/WAN. This method of polling is used if routers and firewalls pose no obstacle to the transmission of data across a network. This is usually the case in LANs, but not so often with WANs where security is more of an issue. RAS The TCP/IP polling method can be used in conjunction with modem communications via an NT or Win 2000 RAS server at the remote site and an RAS client at the Central Site. Central Site A RAS entry needs to be set up for each site. Each entry will be given an individual phone book entry name, which needs to be specified in the Polling setup. Also specified are the User name, Password and Domain name for the Remote computer. It is also possible to enter the Remote computer s IP Address. This is only required when the Remote computer is a client on the RAS Server s Network and not a RAS server itself. Shared Folder The Shared Folder polling method utilises a computer network (LAN or WAN) to access the call data from a Remote computer via a shared folder on the Central computer. The name or IP Address of the remote computer is specified in the remote setup. Central Service has a data path hard coded and will look for data placed there by the Remote Service. A Network Administrator will need to map the drive path, with read/write permissions, to both the Central and Remote computer. This polling method can be used when firewalls or routers prevent the data from being sent directly using TCP/IP or when TCP/IP is not available. Local Local transport allows multiple Remote collection processes on the one computer. Each Remote process accesses a separate communication port on the PC and collects data from different sites (PABXs). Each remote task allocates a different site number to its call data. Central is run on the same computer to regularly access the data collected. Normally CAAB XL doesn t allow more than one copy of a service to be run on a single computer. Contact TSA to enable this. 8

9 Buffer Modem Polling data using the Buffer Modem transport requires a Call Collection buffer unit to be installed on each remote site. This unit is accessed via modem from Central and data is downloaded on connection. The modem configuration is set up in the Config section of Central. A remote phone number is needed for each site. An End of Data Sequence string is handy to let the Central task know when the buffer unit is empty. Only provide this if an actual End of Data Sequence String is being sent. Time Out Duration sets a maximum no answer ring time before the call is abandoned. Max Download Time will hang up the line after the given duration. CTRLQ is the signal that triggers the buffer to release its data. Specify how often this is sent out. Enter 0 if CTRL Q is not required. FTP Using the FTP method of remote data access utilises the security features inherent in an FTP server. Call data is collected to an FTP server by Remote. This data can be accessed across the computer network or via modem using a RAS client/server setup. For more information, visit au.nec.com, contactus@nec.com.au or call About NEC Australia. NEC Australia is a leading technology company, delivering a complete portfolio of ICT solutions and services to large enterprise, small business and government organisations. We deliver innovative solutions to help customers gain greater business value from their technology investments. NEC Australia specialises in information and communications technology solutions and services in multi-vendor environments. Solutions and services include: IT applications and solutions development, unified communications, complex communications solutions, network solutions, display solutions, identity management, research and development services, systems integration and professional, technical and managed services. CAAB XL v NEC Australia Pty Ltd reserves the right to change product specifications, functions, or features, at any time, without notice. Please refer to your local NEC representatives for further details. Although all efforts have been made to ensure that the contents are correct, NEC shall not be liable for any direct, indirect, consequential or incidental damages resulting from the use of the equipment, manual or any related materials. The information contained herein is the property of NEC Australia Pty Ltd and shall not be reproduced without prior written approval from NEC Australia Pty Ltd. Copyright 2014 NEC Australia Pty Ltd. All rights reserved. NEC, NEC logo, and UNIVERGE are trademarks or registered trademarks of NEC Corporation that may be registered in Japan and other jurisdictions. All other trademarks are the property of their respective owners. All rights reserved. Printed in Australia. Note: This disclaimer also applies to all related documents previously published. Australia Corporate Headquarters (Japan) NEC Australia Pty Ltd NEC Corporation au.nec.com North America (USA) NEC Corporation of America Asia Pacific (AP) NEC Asia Pacific Europe (EMEA) NEC Enterprise Solutions 9