Eclipse CMS Call Logging Software

What Can I Use Call Logging Software For?

Both traditional and new VoIP (Voice over IP) PBX telephone systems are capable of generating a log of all incoming, outgoing and internal phone calls made and received by connected extensions. The call logging software, also known as call management, enables you to map telephone extensions to the structure and people within your organisation. Those call logs then translate into reports on the costs, performance and traffic generated by the different areas of your business, such as sales / marketing, finance, helpdesk / support and production. Learn more about the benefits of call management.

Eclipse CMS Reporting

Eclipse CMS is supplied with 60 call logging report templates as standard. These call logging reports can provide you with information on areas such as:

• Management overview
• Response (No. of calls answered, ringtimes)
• Traffic (Busy times, capacity utilisation)
• Costing
• Call type
• Call tracing
• Account code use
• Service provider usage and performance
• System configuration

Each report template can be run with its default settings or you can edit the settings to produce your own customised report template. Our web enabled application means that deployment of reporting functionality to users is swift and hassle-free.

If you are an advanced user familiar with Crystal Reports, then our User Defined Reports feature will enable you to design your own reports from the ground up and plug them into our reporting engine.

Is My PBX Supported?

Whether you have a traditional TDM PBX, a cutting edge VoIP (Voice over IP) network, or a mixture of the two, Eclipse CMS can provide call logging for you. We support over 150 different makes, models and versions of PBXs. This includes the popular Cisco Unified Communications Manager (formerly Call Manager) for VoIP call logging, which prompted us to develop new reports related to Quality of Service (QoS) and Mean Opinion Score (MOS).

Our advanced reporting engine is capable of processing call records from global multi-site installations with 1,200 sites and 350,000 extensions, all the way down to a single site with only 60 extensions.

Call Logger Service & Installation

We have a team of installation engineers who will install the call logging software and help you to configure Eclipse CMS. After installation, you can contact our helpdesk for additional support by phone or email. Our experienced team of professional specialists will help you to overcome any issues you may face.

To enhance the call logging / call management capabilities of Eclipse CMS, you can upgrade the software with a number of optional modules.

Web Report Generator

A web front end designed so that authorised users can quickly select a report template, specify its date range and output and generate a report for viewing.

Web Report Viewer

A web based library of pre-generated reports that authorised users may browse for information.

Web Management Suite

A suite of web based tools designed to alert administrators and then allow them to troubleshoot issues with collection and conversion of PBX data. It also lets you analyse patterns in call volume for each site and look for errors in scheduled reports.

SwitchGuard

You can use the SwitchGuard module to detect problems in your historical call data such as high costs, operator response, grade of service and fraud. You will be notified automatically of any problems found.

Logical Sites

Allows you to configure an additional type of logical site in addition to the physical type of site.

Mitel Call Logging Modules

We have developed a number of enhancements and modules specifically for the Mitel platform of 3300s and SX200s. Read more about Eclipse CMS call logging on the Mitel platform.

Cisco Call Logging Modules

We have developed new reports and extra features specifically for the Cisco Unified Communications Manager (formerly Call Manager) VoIP platform. Read more about Eclipse CMS call logging for Cisco.

Ericsson DNA Import

Imports departments and extensions from Ericsson DNA into Eclipse CMS. You can maintain extensions and departments in DNA and keep Eclipse CMS up to date with any changes.

Data Integrity Alarm Module

Used in conjunction with live conversion, DIAS generates an alarm when call segments have not been successfully created within a specified time period.

General Features

• A single Eclipse CMS call logger can support more than one Organisation.
• Eclipse CMS is capable of processing data for more than 1,000 different sites and hundreds of thousands of extensions.
• Compatible with Windows XP Pro and Windows 2003 Server.
• PBX call data can be collected via direct connection for live conversion or FTP / dial-up link for batch (scheduled time) conversion.*
• Create different levels of administrative and reporting users with granular levels of access.
• Store contact and address information for service personnel or for suppliers related to the voice network.
• Create groups to simplify configuration and reporting, such as groups of extensions or groups of sites.
• Configure the system with your choice of currency.
• Generate a daily log file to inform you of changes, additions or deletions made to configuration
• *FTP and dial-up collection requires additional hardware. Option to 'push' data via FTP to the Eclipse CMS server, rather than scheduled FTP collection.

Administration Features

• Import extensions and contacts from LDAP or CSV. Other configuration items can be imported from CSV.
• Configuration items can be exported to CSV format.
• Supports multiple service providers.
• Supports multiple carrier services and chargebands (BT supplied as standard).
• Supports rating schemes to apply the correct chargeband based on the origin and destination of the call.
• Assign physical devices to extensions and add descriptions about the extension.
• Assign annual costs or budgets to an extension or group of extensions.
• Create extension aliases.
• Remove leading digits from raw data with Extension Translation.
• Automatically add extensions as they are discovered.
• Some PBXs output Access, Service Selection and Destination digits as a single string. Use Digit Translation to separate them out into individual fields.
• Correctly cost Indirect Services using service selection digits.
• Supports account codes.
• Supports Authorisation codes.
• Network OLI translation.
• Set estimated ring time for PBXs that do not output actual ring time in the raw data or that do not give answer supervision.
• Create special date groups to exclude events such as bank holidays from your reports.
• Create time-band groups to simplify reporting on certain periods within the day.

Reporting Features

• Create digit groups to simplify report filtering on dialled digits such as mobile numbers, low-rate numbers, international numbers, etc.
• 60 report templates supplied as standard.
• Customise report templates by call type, party and direction, in addition to date and time, cost and digits and PBX flags.
• Create report cover pages
• Choose to view reports onscreen, save to disk, print or email directly from Eclipse CMS.
• Save reports in native Eclipse format or choose from PDF, HTML, MS Word, MS Excel or CSV.
• Advanced users can use Crystal Reports 8.5 to develop their own report layouts.
• Automate report delivery with scheduled jobs that can send multiple reports to multiple destinations in multiple formats.
• When using live conversion, view a live display of telephone calls via Telnet.
• Special reports for the Mitel 3300 and Siemens DX enable you to perform call tracing.
• Generate reports with call costs uplifted by a required percentage.
• Produce professional bills based on one call tariff with uplifted costs, while still being able to report on actual usage with the carrier's standard tariff.
• Import your mobile phone bills for reporting and analysis.

Features of Optional Modules

• Be alerted automatically to fraud and other anomalies in your call data, without having to sift through individual reports; e.g. calls answered by operators with an above-average ringtime.
• As standard, a site is represented by the PBX but, using the Logical Sites module, sites can be user defined groups of extensions or trunks instead.
• If your organisation uses a Mitel 3300 or SX2000 cluster, call data can be merged into a single virtual PBX, eliminating the inter-PBX traffic from call reports.
• Import moves and changes directly into Eclipse CMS from your Mitel Ops Manager or Ericsson DNA.
• Automatically monitor call-segment conversion from a live feed, to know whether data is being lost.

Features of Optional Web Modules

• Generate reports via a simplified web front end.
• Provide a library of pre-generated reports to users, accessed via a web front end.
• View information related to your call-data collection, conversion, call volume and automatic reporting via a user friendly web interface.

Specifications

PBX Support

We support TDM and VoIP switches from all the major brands like Mitel, Cisco, Avaya, Nortel, Siemens, Ericsson and Alcatel, plus many more. To see if your PBX is supported, please contact us.

Minimum Server Spec

Windows XP Pro
Intel Core 2 Duo processor or equivalent
512MB RAM
160GB of available storage space

Recommended Server Spec

Windows 2003 Server
3 Ghz processor
2GB RAM
500GB of available storage space

Watch this video demonstration to see how simple it is to create and edit reports in Eclipse CMS Reporting.

Test out our Web Report Generator demo and generate an Eclipse report with just your web browser. Login with the credentials below:

URL: http://wrg.dtrack.com
Username: sales_user
Password: foundation51

Once you log in, you will be asked to select the report template and optionally set a few configuration parameters. Then you will be asked to set the date range and file format of the report, and how you would like to view it. Your chosen report will then be generated for you.