Tuesday, March 23, 2010

Keeping Track of Communication with Call Logs

To collect phone call data requires the process of call logging. Call logging is also known as call monitoring. Call logs are very important for a business in order to track communication and other transaction. Collected data or CDRs (call detail records) are often used for the purpose of quality control, costing, performance analysis, development, security, etc.

To properly implement detailed logging of a telephone network requires a centralized logging system. This system will keep track and it will record all calls, faxes, messages and other pertinent information that is being introduced to your company. A simple system can utilize a call logging software and have it installed in a PC connected to a PBX telephone system. Every CDRs captured from the PBX system is then delivered via a connection to the PC. Most PBX providers offer their own call logging system and there are also software applications that can be download from the Internet.

A CDR from different providers, like the RingCentral call logs, can contain and highlight some of the following information:
  • Date and time – date and time stamp of the CDR.
  • Length of transaction – the total time spent on a call, message or other transaction.
  • Result of transaction – the status of a fax or voicemail whether it is received, retrieved or opened.
  • Name – name of the caller or contact person.
  • Caller ID – the number of the caller.

A business can also benefit from the following call logs feature:
  • Viewable archivescall logs are stored for easy retrieval.
  • Searchable and sortable – logs can be searched and sorted using filters based on date, time, caller ID, name, etc.
  • Downloadable – logs can be downloaded or delivered via e-mail.
  • Clickable – some information, like telephone numbers, can be directly dialed.

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