WebEx Calling Reporting

Infortel Select Webex Calling Support

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Webex Calling: Move your CDR Needs to the Cloud

Infortel Select’s Webex Calling support allows organizations to take their call accounting and analytics needs to the cloud as they move away from an on-premises PBX. With Infortel Select, enterprises don’t lose visibility into calls being made. Off-the-shelf reports are tailored to specific business needs and even specific vertical markets such as healthcare, financial services, retail, and the public sector.

Cradle-to-Grave Call Visibility

Infortel Select helps business and IT managers track call activity as calls are transferred or redirected allowing them to better understand caller experience, troubleshoot call routing, and identify employee performance concerns or training needs. Call segments are linked in chronological order based on the WXC Client. A Correlation ID field is provided in each Call Detail Record.

Traffic Analysis & Network Planning

Network and voice engineering teams gain visibility into PSTN trunk utilization, peak call activity, and call routing patterns.

This includes summary and visualization to or from the PSTN for purposes of analyzing trunk utilization, peak concurrent calls, and right-sizing trunk facilities.

When carrier choices are being made, the ability to evaluate trunk utilization by carrier/route, right-size trunks, and evaluate least cost routing can potentially provide significant cost savings. This is of greatest value when "premises-based PSTN" facilities are used.

Compliance Reporting, Risk Mitigation, and Historic Call Archive

Infortel Select provides analysis, reporting, and graphical representation of call activity by user, department, and time of day with call counts, durations, ring time, and abandonment metrics available to better understand staffing needs, peak hours, and employee performance.lnfortel Select provides analysis, reporting, and graphical representation of call activity by user, department, and time.

Included are summaries and visualizations of phone-related work activity by employee and/or department, time of day and quantity of calls by type, destination, disposition, and duration.

Employee Productivity

Infortel Select provides analysis, reporting, and graphical representation of call activity by user, department, and time of day with call counts, durations, ring time, and abandonment metrics to understand staffing needs, peak hours, and employee performance.
 
Included are summaries and visualizations of phone-related work activity by employee and/or department, time of day and quantity of calls by type, destination, disposition, and duration.
 
Benchmark, trend, and exception reports provide more effective and fair analysis of employee performance, identification of training needs, staffing requirements around expected traffic patterns, poor performer coaching opportunities, and high performer recognition.

Chargeback, Cost Allocation, and Tenant Billing

Organizations can calculate call cost when desired based on outgoing trunk facility, call type, destination and duration, and the ability to associate costed call activity to users and their associated department or cost center.
 
This includes tracking associated call activity back to users or departments with the ability to define call rating plans for billable call events. Outbound PSTN calls (if present) would be an example of such an event. Call type and trunk route specific plan definition can also be identified. Fixed and one-time charges to users to complement usage expenses is also supported.
 
Infortel Select enables showback or allocation of telecom expenses to internal cost centers based on actual usage and the ability to charge back clients or outside parties for consumed telecom expenses. If desired, managers can also generate additional revenue by marking-up such telecom services.

Abuse & Misuse Detection

Exception reporting and alarm conditions are designed to identify undesirable call events or trends indicative of potential abuse, misuse, or fraud.

This support includes call activity tracking against defined alarm parameters for near real-time notification and exception reporting to flag undesirable, inappropriate, or expensive call events and associate them to the responsible party.

Organizations can alert appropriate individuals of unacceptable telecom activity to close security gaps, offer coaching to offending employees, and curtail abuse, misuse, and waste.

Technology Adoption & Device Utilization

Infortel Select gives organizations the visibility, reporting, and analysis of devices utilized by employees to make and receive WXC calls.

Included is call activity tracking by WXC CDR Client types – SIP, WXC Client, and WXC Device, for example – in order to analyze device utilization, or for troubleshooting, training, licensing, etc. This is synonymous with legacy Cisco Device types.

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Experience the power of Infortel Select

Unified Communications has changed telecom and the ways we communicate. To secure the CDR reporting and data analytics visibility you need to access and use trapped call data, manage telecom infrastructure, monitor customer experience and employee productivity, and secure historical records, you need the power of Infortel Select.

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