Telephone Management Software - Optimize Your PBX
Telephone Management System software can be used effectively to correctly provision a PBX or voice switch with equipment and services to suit a company's specific operational environment. In many cases there are major cost advantages, over-equipping wastes money while under-equipping your business creates inefficiencies.
Telephone Management System software records the event information of every telephone call made, however your PBX may be set to create call records or CDR only under specific conditions, for example outgoing calls only. If this is the case, the information provided by the Telephone Management System software will only pertain to the information recorded, if the information produced by the PBX is incomplete the Telephone Management system will provide an incomplete picture.
Essentially there are three types of telephone call important to this process, outgoing calls, incoming and transit. A transit call is one which enters and leaves the PBX without involving an extension. As an example, an extension user away from the work station is expecting an important call so has diverted the desk telephone to a mobile phone; this will immediately and automatically re-route telephones calls and can be a major expense in some businesses. With a complete data set we can move onto the business at hand.
Appropriately provisioning for service: lets find some answers to these important questions.
How long does the average incoming call ring before being answered?
How many switchboard operators are needed?
In a call center environment, do you have sufficient agents, how do you measure the performance of each agent?
Equipment provisioning:
Do you have the correct number of lines for each of your traffic types, (mobile, international and in-country) to your telephone companies?
Does your existing equipment have spare capacity?
Your telephone management software should report on service provisioning by day and time of day, this gives you the information you need to staff adequately for changes in traffic patterns and to accommodate peaks and troughs. When equipping your telecommunications environment it is important to look at a larger time,perhaps a month or even longer to establish peak usage
Some Telephone Management systems are better than others at reporting this information and therefore it is wise for a buyer to identify the needs of the company and match it with the ability of the software. Do not assume that all software packages are the same.
To ensure satisfaction a user should check
Does the PBX create all the information necessary for a PBX to be able to report a compete picture?
Is the Telephone Management system capable of reporting on all call types in appropriate time divisions?
Using telephone management principles this way has clear benefits, an appropriately equipped telecommunications environment enables staff to answer incoming calls promptly, measure key performance indicators (KPI) like, time to answer incoming calls, and at the same time reduces costs by right sizing and optimizing equipment.
Most often PBX environments are over equipped, this is true because it is in the telephone company's interests to sell you as many services as you will accept. Appropriately provisioning your voice environment for the traffic your company, in most cases, leads to a reduction in the equipment needed and a resultant saving in money.
About the Author
Mike Guile, a veteran with 30 year service in telecoms majoring in tele-management. He currently runs Teletracer, the worlds leading telephone management web application and offers end users a free trial service for any size site. Use it, and benefit. See us at =>http://www.telephone-management.com
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