Manual Voice Server Espero © Vidicode 2009
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11
Call Logging and Call Statistics
11.1
Introduction to call logging
Call Logging is a standard function of your Voice Server. It means that a
record is created of every call on the ISDN line(s).
The information stored is:
•
Date and time of the call
•
Elapsed time between first ring and start of the call
•
Call duration
•
Number called
•
Calling number
•
DDI connected with
•
Incoming or outgoing
With this information the telephone communication can be analysed.
Typical questions to be answered are:
•
How long do callers wait for a telephone to be answered?
•
How long do they wait in the queue?
•
How long did callers wait who hung up in the queue?
•
On which numbers were incoming calls unanswered?
•
Which numbers were too busy to take more incoming calls?
•
How are problems distributed over time of the day or date?
•
Has the situation improved since we changed a procedure?
The Voice Server will store up to 525.000 calls in memory. This means
that you will be able to compare developments between periods. If the
average call takes 5 minutes, including wait between calls, this means
that you can keep track of the process during over 5000 working days of
employees working full time on the telephone.
To retrieve the data we recommend the Call Recorder and Voice Server
Access System for the PC. This program stores the database. It allows you
to define queries on the database. The selected data can be presented in
bar charts.
Содержание Espero Desktop
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