Traditional telephone reporting was generally based on a basic call log that provided nuggets of valuable information such as date, time, duration and digits dialled. This information could be monitored, processed and stored in a database for detailed reporting. There are many vendors of call accounting software that provided these tools for itemizing, reconciling and analyzing telephone activity.
With the introduction of IP-based telephone systems, new possibilities have arisen that change the way communication metrics are attained. Customers can share facilities and resources across multiple offices in different buildings, cities or time zones. The boundaries present in self contained traditional PBXs are no longer a barrier in dynamic IP-based communication networks.
The introduction of VoIP and SIP devices has allowed individuals to be connected to enterprise communication servers from their home office, cottage or the road. Contact centers can be trans parently implemented across an enterprise that is physically sprawled in many locations and calls can be distributed without incurring additional long distance charges.
SIP is an open protocol, and Voice over IP through SIP relies on a set of other open protocols and standards that facilitate communication. Individuals are no longer limited to an extension from a closed telephone switch but can now become subscribers in an enterprise ecosystem.
Traffic can now be routed over many different channels and can include voice and data multimedia communication. Call detail record logging has become much more elaborate than simply monitoring a serial port for CDR data. Call accounting for today's world needs to bring together the metrics from various unified communication facilities under one umbrella. These platforms may include mobile, wireless, video and call detail from traditional and converged communication servers.
The metrics of communication facilities can be leveraged to catch billing errors, identify network bottleneck s, highlight misuse and abuse and suggest the provisioning of additional resources for more effective unified communications.
Rito Salomone is President of Resource Software International Ltd.(RSI). RSI is internationally recognized as a leader in communication management solutions. To contact the author, email rsalomone@telecost.com or visit the website at http://www.telecost.com
You have permission to publish this article electronically or in print, free of charge, as long as the bylines are included. Please email a courtesy copy to rsi@telecost.com
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