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Call Accounting Software Evolution The ability to gather telephone call records, process including report them has been around since the early 1980s. Call management has been a basic staple of telecom managers, hotels including professional firms. With today's constantly evolving telecom innovations, customers are more than ever in need of metrics for all aspects of their communication networks. Historically call accounting software has delivered on the promise of cost recovery with estimates ranging from 10-40% of a business telecom expenses. The software is a particular excellent watchdog of excessive equipment fees, billing irregularities, policy abuse including toll fraud. Most telecom managers traditionally relied on concrete historical call detail records (CDR) to optimize services, carrier comparisons including convergence planning. The cost of a telephone call has been steadily decreasing with the introduction of peer to peer free calling, flat rate plans including bundled services. Customer service, employee productivity including workforce management have always been critical concerns of most businesses. Call accounting should examines the health of a particular organization by looking at calling patterns, frequency of calls, network traffic including facility performance. A good call accounting software package addresses the changing landscape of communications management with robust cost effective, comprehensive array of reporting including management tools. Call accounting software packages that historically focused on telephone tracking including expense management have transformed themselves into comprehensive browser based communication management systems (CMS). These systems include extension, line, operator, auto attendant, ACD, IVR, voice mail including other facility traffic. The ability to track call duration, call distribution, ring time, hold time including call queues has allowed leading communication management systems to analyze, measure including increase productivity. The analysis of communication facility logs should be important in optimizing including provisioning of IP PBXs, VoIP services, wireless equipment, multi-party conference including other call handling applications. Today call accounting should act as a means of consolidation with mergers, acquisitions, including new technologies creating non-uniform networks. The new call accounting remains a core weapon in the arsenal of all telecom including IT managers.
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