Which PBX Call Accounting Software?
The biggest challenge in selecting PBX call accounting software is sorting through the enormous range of options. There are hundreds to choose from and on the surface they all look the same. Some cost a few hundred dollars and others cost thousands. There are obviously differences between them, but how does a busy person know what to look for to select the right call accounting software for "their" business phone system?
Let's look at the key features that state of the art PBX call management software should include:
Office or Enterprise Call Accounting Software?
Many suppliers have one product for "Office" environments with less than 20 to 30 extensions and another "Enterprise" solution that will handle hundreds or even thousands of lines. Typically the Office range will have less features and even less support. They're intended for self installation.
In the case of a business that has a PBX on the cusp of 20-30 lines there's a decision to be made. If it's a growing business or one that operates from multiple locations the Enterprise option will be more appropriate.
Computer and telephone technologies have merged and as a result there have been major changes in PBX technology. There are still millions of legacy TDM PBXs in operation, but they are rapidly being replaced by the VoIP PBX. Call accounting systems that are only compatible with legacy TDM technology are commonly advertised as free call accounting software.
See: VoIP Call Accounting Systems
It's essential to make sure that your PBX call accounting software is compatible with all major brands of VoIP business phone system. The software should be self configuring, automatically identifying IP switches and Directory Data Synchronization tools without need for manual intervention or input.
If call software doesn't have a web browser interface it's a red flag. It's due to be superseded or retired. It should be possible to operate and manage the entire system via a browser over a secure intranet or internet connection. There should be no requirement to install client call accounting software on any PC used to access the system.
Users of PBX call accounting systems need to use a wide a range of output options so they can extract and view call accounting information with whichever tool is most appropriate to a task. At a minimum the range of available output options should include: MS Word, MS Excel, CSV, Crystal Reports, HTML, email and Adobe PDF.
Analysis and Reporting
The analysis and reporting provided by modern PBX call accounting solutions should include:
- Incoming and outgoing calls
- Internal
- Tandem
- CLI, cost center codes / PINS / Flags
- Recurring cost management
- Inventory
- Trunk reporting
- Alerts and alarms
A report scheduler that enables users to nominate their specific reports and have the system produce them automatically at set frequencies is essential. They may be printed or even emailed directly to users.
Integration
Call accounting systems are required to integrate with other back office systems including financial and CRM applications. which is another reason why the ability to export reports in a wide range of formats is essential. Systems that are also LDAP compliant make integration even easier. For example they can be used to automatically update corporate directory details accessed by authorized users of the call management system.
Telephone Bill Verification and Reconciliation
The ability to import carrier bills and tariff tables is required to automate the checking and reconciliation of invoices against a call management database. This facility can result in significant cost savings by highlighting errors in telephone bills. Other savings result from the ability to compare the costs of different carriers.
Organizations with multinational operations need to make sure that their selected system supports multiple currencies and the connection of multiple mixed technology PBX systems through to a single call accounting server.
Modern PBX call accounting packages must also address the subject of fraud, which is best done with real time alerts that notify system administrators via options including: screen prompt, email or text message. The objective is to prevent fraud by detecting it as early as possible.
Call accounting systems today have little resemblance to the simple call loggers of the past. They are sophisticated business phone tools that can deliver a rapid return on investment provided the best system for a particular business is selected.
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From PBX Call Accounting Software to Call Accounting Software
From PBX Call Accounting Software to Business Phone Tools
