WebEx Calling

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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It’s easy to get started utilizing Infortel Select’s Webex calling capabilities.

How to Purchase

To use this product, you must have a Webex Calling subscription including the Webex Pro Pack along with an Infortel Select license from ISI. For more information on pricing and subscription options, please contact ISI sales https://www.isi-info.com/contact-us.

To use Infortel Select, users simply need an active Webex account and an Infortel Select account.

How to Install

Once you purchase, you will be assigned a project manager who will provide you with a link to authorize the collection of call records and walk you through the activation process.

Enabling Infortel Select for Webex Use

Once authorized, the application automatically downloads call records. No access within Webex is required. Logins to the Infortel Select SaaS application will be provided during the onboarding process.

Navigating the App Features within Webex

To access application features of Infortel Select, simply login using the following URL: https://clientlogin.isi-info.com/

How Infortel Select Handles Personal Data

Infortel Select collects, processes, stores, and provides reporting on communications events occurring within Webex. Event records typically represent one or more types of communication events including, voice calls, video calls, and Webex meetings.

Communications events may include internal VoIP conversations, outbound or inbound calls with external parties, and conference calls involving multiple parties.

The following types of personal information may be collected, stored, and reported upon:

  • Organizational Hierarchy
    • Company Name
    • Site Location
    • Department Name
  • Employee Name
  • Employee Title
  • Employee Telephone Number
  • Call Detail Records may include call date; call time; call duration; internal party name and telephone number; telephone number dialed; calling party number; city, state, and country of call destination or origin.

Processed call information is made available to customers via a secured web interface or delivered directly to authorized customer recipients based upon customer instruction. ISI does not own or control any of the information it processes on behalf of ISI’s customer. All such information is owned and controlled by ISI’s customer. All data is encrypted both in motion and at rest.

For more information, see the ISI Privacy Policy at https://www.isi-info.com/privacy-policy.

Cisco, Webex, and Webex Calling are all registered trademarks of Cisco Systems, Inc.

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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