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Call accounting software is a system that records, translates and reports on telephone call activity. The software is used by most corporations to control expenses, allocate cost and increase productivity. Hotels, hospitals and other hospitality environments utilize call accounting to resell telephone calls to their clientele.
Over the years call accounting has evolved from a single processor MS DOS system to elaborate SQL databases with globally accessible web-based solutions. Web browsers are either pre-installed with the operating system or freely available downloads from the internet. Browsers are popular because they can access information remotely from a public IP address or via a virtual private network (VPN). Therefore an individual can access his stock quotes, read the latest headlines and review call accounting reports through various tabs on the browser. Web browser based systems allow enterprise users to easily manage many sites from a centralized location.
Various vendors of robust call accounting systems utilize DBMS systems such as MS SQL, MySQL and Oracle. These backend databases are crucial for large enterprises that require rapid consolidated reporting. This method of open standards based architecture allows for third party data access and virtually unlimited scalability.
Closed architecture legacy systems could take hours or even days to produce the same results. These legacy systems are often ill-equipped to store more than a small window of call activity (usually 1 to 3 months). Many corporations require access to many months of data because of corporate policy, audit or adherence to stringent government regulations such as Sarbanes Oxley (SOX). An SQL based system can generally return query results in a matter of seconds.
Call accounting is constantly evolving. The traditional system that studied call detail records (CDR) from the PBX are strictly one dimensional. Call accounting now needs to concern itself with desk phone, hand held devices, VoIP services etc. There is no longer one entry point into an organization. There are many facilities such as auto attendant, IVR, voice mail, wireless etc. that require consolidation into a complete communication management system (CMS). Resource Software International Ltd. (RSI) (News) provides detailed analysis of such services under one umbrella.
The business case for call accounting has generally revolved around the traditional benefits of cost recovery, network analysis and contact center management. There are many creative uses for call accounting. Selecting the proper application requires a proper analysis of the corporate objectives. Some vendors specialize in professional bill back, others focus on the unique requirements of hospitality environments and others offer generic solutions for general business requirements.
There are many choices for an average business. It is virtually dependent on your budget and needs to determine a viable solution. You should keep in mind that whatever solution you select should be backed by a good maintenance program for software updates, tariffs and inquiries. The software should be available to trial. You should consider installing the software before purchase to determine if it fits your needs. This will give you a good idea about the quality of the software and the company providing the solution.
RSI is recognized as an industry leader in the field of communication management. The communication management product portfolio includes tailored integration to the most popular switching and network manufactures. RSI has been granted Nortel Developer Partner status with recognition for its core portfolio as Compatible Products. RSI is a Cisco Technology Partner, Siemens HiPath Ready Standard certified, Avaya DeveloperConnect Member, Mitel MiSN Member, Adtran Complementary Solutions Provider, NEC Univerge Partner and Alcatel Applications Partner.
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Source by Rito Salomone
