Transcript nec_callanalyst CS mod

By TriVium Systems
Maximizes the return on your telecom equipment investment
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Contents
Section
1.
2.
3.
4.
5.
6.
7.
Introduction
End User Benefits
Markets & Customers
Why CallAnalyst?
Product & Maintenance
Reports
Call to Action
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Section 1
Introduction
What is CallAnalyst?
Call Accounting
Lite / Full (Standalone)
Call Management
Network Access
Business
Productivity Tools
Enterprise
Network Server
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Award winning software
Easy-to-use, graphically oriented software package
Transforms phone systems into a Business Intelligence platform
Scalable solution – Handles multi-site & remote implementations
Quick sale, Easy to install, Quick ROI
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CallAnalyst - Scalable Product Line
Verticals
Assisted Living Real Estate
Education Healthcare
Retail
Non-profits Insurance Manufacturing Collections
Govt.
Automotive Legal
Finance
Products
Enterprise Server
CallAnalyst
Classic Editions
Full
Network Version
Lite
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100
250
Ports (Extensions)
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CallAnalyst Solution Matrix
Application
Profile
Software
Package
Single Site
Single Site
Single Site
Multiple Sites
All of the following:
 Limited to nine (9)
summary reports
 No Automation
 No Contact Billing
 No Desktop
Report Access
 Less than 40K
Calls / month Avg.
(up to 120K call
records in
database at any
time)
Any of the following:
 All reports
 Automation
 Contact Billing
 Option for
Network Clients
with Desktop
Report Access
Any of the following:
 All reports
 Automation
 Contact Billing
 Option for
Network Clients
with Desktop
Report Access
 And
 Less than 40K
Calls / month Avg.
(up to 120K call
records in
database at any
time)
And
More than 40 K calls/
month (total Call
Records in
database may
exceed 120K)
Microsoft Database
Engine (MSDE
2000) OR MS
SQL Server 2000
Any of the following:
Multi location with remote
sites and data
consolidation
Heterogeneous phone
system models
Networked phone
systems
Centralized reporting
Traffic Analysis (optional)
And
 More than 40 K calls/
month (total Call
Records in database
may exceed 120K)
 MS SQL Server 2000
CallAnalyst Lite
CallAnalyst Full /
Network
CallAnalyst
Enterprise Server
CallAnalyst Enterprise
Server
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CallAnalyst Lite
 Nine (9) Summary reports
CallAnalyst Full and Network
 All reports
 Report Automation (send reports by e-mail)
 Call Costing
 Graphical reports
 Access to CallAnalyst reports via the Network
 Contact management & Time billing
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CallAnalyst Full & Network Version
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Run CallAnalyst from the
convenience of your own
workstation
More 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’s
Flexible call costing – Zone &
Prefix based billing with
incremental costing options
Company Directory – MultiLevel
PBX / KTS
CallAnalyst Full
(Network License)
with Network Clients
*1
*1 - Serial connection (RS 232) or
TCP/IP LAN connection (future)
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Call Reporting
 CallAnalyst Lite
 Limited reports. Only 9 reports
 Date and Time
• Summary Calling by Day
• Summary Calling by Hour-of-day by
Day-of-week
 Line and Extension
• Summary Calling by Extensions
• Summary Calling by Lines
• Summary of Call Distribution by
Extensions
 Account Codes
• Summary Calling by Account Code
• Summary Calling by Tenant/
Authorization Codes by Calls
 Frequency and Duration
• Most Frequently Called Numbers
 Geographic
 CallAnalyst Full and
CallAnalyst Enterprise
 All reports under these categories
are available
 Standard Reports
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Date and Time
Line and Extension
Route and Tenant
Account Codes
Frequency and Duration
Trunk Type and Carrier
Geographic
Other
 Advanced Reports
 ANI & DNIS
 Contact
• Summary Calling by Area Codes
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CallAnalyst Enterprise Server
 Multi-Site remote monitoring
Capability
 Handles heterogeneous
switches
 Connects to variety of
switches
 Real-time connectivity with
remote sites
 Centralized Data Storage
 Multi-Level Site Directory
 Scalable Solution with
Standards Based
Implementation
 Relational Database
 (SQL server or MSDE)
 ODBC compliant
 Robust Architecture & Great
Performance
 Multi-Tasking & Process
Oriented
 Broadcast Alerts!
 Advanced Contact
Management
 Centralized backend for all
modules
 Single point of maintenance
 Flexible costing module
 Unlimited zoning & Rate
Plans
 Crystal 9.0 reporting engine
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CallAnalyst Enterprise Server
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Multi-Site Functionality
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Multiple sites
Consolidated reporting
Centralized Data Management
Automation – Archival & Restoration of data
Data recovery - Secure storage on network
location, ftp server
Email archived data to central location
Support for multiple rate plans
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System Requirements
CallAnalyst Lite & Full
 PC with Pentium III Processor
 512 MB RAM
 2 GB of free hard drive space
 Recommended SVGA 1024 X 768
 Windows 98/Me, NT-SP 6 or later, 2000, XP
Professional
 CD-ROM drive (if using CD for installation)
 Available serial port and RS-232 cable
 if data source is a serial connection to PBX
 Printer
 to print reports
 Internet Explorer 5.0 or later
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System Requirements
CallAnalyst Enterprise Server*
 Pentium 4 class CPU
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512 MB RAM
Microsoft Windows (NT-SP 6, 2000, XP, 2003 server)
Database (one of the following)
 Microsoft SQL Server 2000
 Microsoft Desktop Engine for SQL 2000 (MSDE is provided on the UCE application CD)
 Memory – 512 MB Minimum
 Free Hard Disk Space – 2 GB (for database)
 Communication
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TCP/IP LAN connection with RJ45 cable
Serial 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 768
CD-ROM drive (if using CD for installation)
Network Interface Card (NIC)
Printer
Browser

Internet Explorer 5.5 or later
 Email Client - Outlook 2000; Outlook Express
* Recommendations may change based on the configuration and software requirements
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Collecting SMDR Data
Aspire,,
 Direct Serial to PC Com Port (RS-232)
 TCP/IP to LAN
I-series
 Direct Serial to PC Com Port (RS-232)
 Serial to 3rd party serial to IP converter OR
 Serial to PC with MSR Client
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Multi Site Installation
of Enterprise Server
Site 2
Site 1
Site 3
Serial
Site 4
Serial
Serial
TCP/IP
(SPE Card)
Lantronix
PC with Thin Client
LAN / WAN
CallAnalyst Enterprise Server
with MSDE or SQL 2000
CallAnalyst Clients
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Section 2
End User Benefits
Ken 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 e-mail. In
fact, five different businesses share the resource,
which is cost-effective for them."
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End User Benefits
 Flexible Call Reporting – extensive filters
 Tracks and analyses calls (IN/OUT; Network)
 Increases sales performance and productivity
 Enables better Planning & Budgeting
 Cost recovery; Telecom expense distribution
 Ensures timely 3rd party billing
 Improves resource planning
 Traffic analysis
 Trend studies; Call patterns for staffing
 Measures success of marketing campaigns
 Enhances Security
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Flexible Call Reporting
 Define reporting parameters
hourly, daily, weekly
 Set reports to run
automatically
 email to the appropriate
manager or rep
 Easily separate inbound and
outbound statistics
 Set up customized rate plans
 Run reports on individual
extensions or groups
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Tracks Calls
 Track in-bound and
out-bound call patterns
 Adjust resources
according to call
patterns
 Monitor Call Traffic
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By Date & Time
By Workgroup
By Type
By Carrier
 Identify abandoned
calls
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Improves Agent Productivity
 Generate Daily Call
reports for Agents
 Correlate phone activity
with Performance & Goals
 Balance Sales Resources
 Optimize Loading for
improved efficiency
 Emailing of reports
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Enables Better Planning &
Budgeting
 Ensure complete and
timely billing for shared
resources
 Improve cash flow
through timely invoices
 Quickly calculate usage by
client, tenant or partner
 Flexible on-demand billing
 Do not wait for the end of
the month phone
company bills to
determine usage
 Consolidate reporting
information
 Schedule billing
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Improves Resource Planning
 Reduce guesswork about sales activities
 Base resource requirement decisions on real data
 Manage Trunk usage and Balance Loads
 Renegotiate terms and lines with the phone company based on
actual usage patterns
 Measure activity on toll free numbers
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Evaluate Marketing Campaigns
 Evaluate effectiveness
of campaigns
 By region
 By group
 Compare campaign
effectiveness
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Enhances Security
 Detect abusive phone activity
 Avoid potential liability by
tracking questionable
inbound and outbound calls
 Speed up emergency
response through “local
alerts”
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Section 3
Markets & Customers
Fast Growing Market
 Call Accounting is one of the basic needs
 Feedback tool that enables better management
 ROI calculation for VoIP installations
 Networked Systems
 Looking for improving return on investment on their
systems
 Managing remote phone systems
 Cost distribution to branch offices for services
 Traffic analysis and trend studies
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Growing Segments - Verticals
 Call Management is an important Performance Management and
cost recovery tool
 Large untapped base of phone system installations
 Executive Suites
 Shared Tenanting; Assisted
living
 Government
 Education
 Healthcare
 Auto Dealers
 Retail
 Legal
 Accounting
 Services
 Mortgage
 Insurance
 Real Estate
 Travel and Entertainment
 Hotel, Motel, Ticketing
 Recruiting
 Tele-sales and Marketing
 Call Centers
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Section 4
Why CallAnalyst? Benefits
Luke 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.
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Why CallAnalyst?
 Breadth of solutions
 Established product
 Need for solutions
 Return on investment for customers
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Product Overview
 Proven customer base
 Simple to demonstrate, sell and promote
 Product is easy to install and support
 Installation: as easy as 1-2-3
 Connect Phone system to PC (serial port or TCP/IP) and
enable the SMDR port
 Install & Configure CallAnalyst – easy and quick process
 Run the program
 Match customer needs
 Great solution at an affordable price
 Additional Security - FraudAlert!
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Customers looking for solutions…
… in addition to phone systems
 Customer expectations are changing
Earlier applications
 Used to be Voice mail, some cases IVR
 Wants more value added software
 Call Management, Call Tracking
 Customer Relationship Management
 Changes quality of sale and relationship
with customer
 Dealer seen as solution provider
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CallAnalyst 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
plans
 Is 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 ‘ondemand’ reports?
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Section 5
Product & Maintenance
Product Licensing
 Product Components licensed and priced individually
 CallAnalyst
 Lite
 Full (Stand-alone Version)
 Full (Network Version with one (1) client access)
 Additional Network Client license available
 Upgrade from Lite to Full license available
 CallAnalyst is licensed by Switch and User
 A license for CallAnalyst is required for every switch you
want to report on
 A user license is required for each concurrent user of the
CallAnalyst Client software components
 CallAnalyst Enterprise Server
 Server software installed on a PC at the main site
 Licensing based on the number of phone systems
 And total number of extensions to be tracked
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Platform Availability
Phone System
CallAnalyst
Options
Ultra Business Sales Division
Aspire;
Lite
Full Standalone Version
Full Network Version
Network Clients
Upgrade form Lite to Full
Enterprise Server
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Section 6
Reports
Kurt 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."
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Reports
 Over 100 reports
 Schedule Report Generation
 Email Reports to Users Automatically
 Generate Custom Reports
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Common Reports
• Date and Time
Detailed calling by day
Summary calling by day
Summary calling by hour of the day, by day of the week
Line usage by minute of day by day of the week
• Line and Extension
Detailed calling by extensions
Summary calling by lines
Detailed calling cost by extension
Detailed calling with Location & CLID/Line Name
• Frequency
Most frequently called numbers
Longest called numbers
Most expensive calls
• Geographic
Summary calling by area codes
United States calling distribution (U.S. map)
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Section 7
Conclusion
Call to Action
 Sell CallAnalyst with every new phone
system
 Offer CallAnalyst bundled with Networked
Systems
 Go after your installed base
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Thank You
By TriVium Systems
Maximizes the return on your telecom investment
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Section 8-A
Backup Slides on Reports
List of Standard Reports (1)
Date and Time
Line and Extension
Detailed Calling by Day
Summary calling by day **
Summary calling by day-of-week by day
Summary calling by hour-of-day by day
Summary calling by hour-of-day by day-ofweek **
Summary calling by half-hour by day-of-week
Line usage by hour-of-day by day-of-week
Line usage by minute-of-day by day-of-week
Detailed calling by extensions
Summary calling by extensions **
Detailed calling by lines
Summary calling by lines **
Detailed calling cost by extensions
Detailed calling with location and contact name
Detailed calling with location and caller id/line
name
Summary of call distribution by extensions **
Summary calling by extensions by day-of-week
Summary calling by extensions by hour-of-day
Summary calling by hour-of-day by extensions
** Reports available with CallAnalyst Lite
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List of Standard Reports (2)
Route and Tenant
Account Codes
Detailed calling by routes by hour-of-day
Summary calling by routes
Summary calling by routes by day-of-week
Summary calling by routes by hour-of-day
Detailed calling by account codes
Summary calling by account codes **
Summary calling by account code by calls
Summary calling by account code by duration
Detailed calling by tenant/authorization codes
Summary calling by tenant/authorization codes
Summary calling by tenant/authorization code by
calls **
Summary calling by tenant/authorization code by
duration
** Reports available with CallAnalyst Lite
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List of Standard Reports (3)
Frequency and Duration
Trunk Type and Carrier
Most frequently called numbers **
Longest called numbers
Most expensive calls
Summary-short calls by lines
Detailed hold-ring duration by day
Detailed hold/ring duration by extension by day
Summary-average hold/ring duration by extension
by day
Detailed calling by trunk types by hour-of-day
Summary calling by trunk types
Summary calling by carrier by day
Summary calling by trunk type by day-of-week
Summary calling by trunk type by hour-of-day
** Reports available with CallAnalyst Lite
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List of Standard Reports (4)
Geographic
Other
Detailed calling by are codes
Summary calling by area codes **
United States calling distribution
Detailed calling by country codes
Summary calling by country codes
Detailed calling by country codes by extensions
Detailed calling by area code by day
Detailed calling by country code by extension
groups
Contact list
Unassigned (Extension) phone numbers
Rate plan by zone
Rate plan by country
** Reports available with CallAnalyst Lite
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List of Advanced Reports (1)
Auto Attendant & V-Mail
Agents & Workgroups
(not available)
Contact
ANI & DNIS
Detailed call view by DNIS
Summary call view by DNIS by Day
Summary call view by ANI by day
Call Party
Detailed calling by call-party extensions
Summary calling by call-party extensions
Detailed calling by remote call-party
Time billing by contact
Time billing for all contacts
Detailed calling by contacts
Detailed calling by cost by contact by country code
Summary calling by contacts
Detailed calling by company
Detailed calling cost by company by country code
Summary calling by company
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Additional CallAnalyst Enterprise Reports (1)
Line and Extension
Account Code
Detailed calling cost by Extension by Zones
Summary calling by Day by Extension
Detailed calling cost by Lines by Zones
Detailed calling cost with Contact Name and
Location by Zone
Detailed calling cost by Account Code by Zone
Detailed calling cost by Tenant/ Authorization
Code by Zone
Trunk Type and Carrier
Busy trunk summary by trunk type by day-of-week
Route and Tenant
Summary calling by Tenant
Busy trunk summary by routes by day-of-week
Summary calling by Extension/ call party tenant
Other Standard Reports
Detailed call List
Wireless call by user
Wireless calls by billing account
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Additional CallAnalyst Enterprise Reports (2)
Auto Attendant & Voice Mail
Extension and Workgroups
Summary calling by Auto Attendant by Day
Summary of party voice spill-over by Workgroup
Summary of Extension Workgroup call patterns
Detailed Workgroup call view by Extension
Service Pattern by Workgroup by hour-of-day
Summary of Extension call view by Workgroup
Summary of Extension activity by Day
Summary of Queued Calls by hour-of-day by dayof-week
Summary of scores by Extension by Workgroup
Summary of Service Level by Workgroup by hourof-day
ANI & DNIS
Detailed call view by party workgroup by DNIS
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Additional CallAnalyst Enterprise Reports (3)
Call Party
Client
Detail calling by call party extension
Summary calling by call party extension
Detailed calling by remote call-party
Time Billing by Client
Detailed calling by Client
Summary calling for Client
Web Calls
(not available)
Zone
Detailed calling by Zones
Summary calling by Zones
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Section 8-B
Backup Slides of Screen Shots
Sample CallAnalyst Screen Shots
Easy Report Setup
• Click 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.
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Sample CallAnalyst Screen Shots
Master List of Extensions, Lines and Account Codes
These are assigned to Groups and Departments
• The
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.
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Sample CallAnalyst Screen Shots
Quick view of All Calls
• Use the “All Calls” button to quickly access all inbound and outbound
traffic data for all phones
• Clicking the ‘Refresh’ button gives you up-to-the minute data
• Order the data by any column
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Sample CallAnalyst Screen Shots
Graphical Reports
• In addition to text-based reports, CallAnalyst provides graphical reports
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Sample CallAnalyst Screen Shots
Cost Analysis and Billing
• Create both costing and billing reports.
•Costing reports are used internally to find out how much one is spending on rated calls
•Billing reports are used to generate an invoice or a bill for the customer
• Set "per call" surcharges and "per report" surcharges.
• Supports “prefixed” or “zone”-based billing.
• For tenants sharing phone resources, separate call records per tenant.
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Sample 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.
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Sample CallAnalyst Screen Shots
Automation of reports and Archiving data for backup
•Automate the report generation process
•Send the report to an email address, printer or a file
• Archive and restore data
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Section 9-A
Backup Slides on Product
Introduction
Examples 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
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Examples of SMDR Collection
 Serial to Lantronix (3rd party Serial to IP converter)
RS 232 (DB9 Male to DB25 Male) Cable
PC Running CES
Note: When using the Lantronix Device a Null
Modem Cable or Adapter must be used.
RJ-45 Ethernet Cable’s
LAN/WAN
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Examples of SMDR Collection
 TCP/IP; SPE( ) –U10 ETU (LAN)

For Serial from SPE refer to Direct Serial to PC Com Port (RS-232) Slide
PC Running CES
LAN/WAN
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Examples of Server Software &
Database Installations
Single PC/Server Installation
 Single PC with MDSE / CES / Call Alert Installed
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Single PC/Server Installation
 Single PC with SQL 2000 / CES / Call Alert Installed
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Multiple PC/Server Installation
 PC with CES / CallAlert Installed – Server with MSDE Installed
LAN /WAN
 PC with CES / CallAlert Installed – Server with SQL 2000 Installed
LAN / WAN
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Examples of Network Configurations
for CallAnalyst Enterprise Server
Single Site Installation
Serial Cable
PC/Server with the following
installed:
• SQL 2000 or MSDE
• CallAnalyst
• Call Alert
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Single Site/Single Network Client
Installation
PC with the following
installed:
• CallAnalyst Client
• CallAlert Installed (optional)
Note: If MSDE is used for the
Database only 5 Network Clients
are allowed.
Serial Cable
PC/Server with the following
installed:
• SQL 2000 or MSDE
• CallAnalyst
• CallAlert
LAN / WAN
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Multi Site Installation
Site 2
Site 1
Site 3
Serial
PC with Thin Client
Site 4
Serial
Serial
TCP/IP
(SPE Card)
Lantronix
LAN / WAN
CallAnalyst Enterprise Server
with MSDE or SQL 2000
CallAnalyst Clients
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Thank You