Important Call Controller Features and Functions

These days, small business phone solutions can create a positive impact on the business’ goal of providing an effective customer support, as well as an organized communication with the aid of feature-packed phone systems. With the seamless telecommunication, and the internet and mobile technology convergence, service providers are taking another step to enable its users to gain more control over their system by supplementing a Call Controller application that can be installed on their PC.

This application, coupled with an online account, turns a PC into a command center for real-time call management. It provides simple tasks like fax access, contact management and business efficient functions like:

• Call Logging – allows call logs to be stored. These logs contain important information like caller ID, name, date, time and transaction result.

• Call Pickup – a user can listen to a caller while leaving a message and an option to answer the call.

• Call Recording – gives the user the ability to record a conversation for storage and retrieval.

• Call Response – for rejecting, redirecting or responding to a call with a text message.

• Call Routing – provides a drop-down list of phone numbers to where a call can be forwarded.

• Call Screening – the controller intercept a call by giving the user some call-handling options and a display and/or announcement of the caller’s name and number.

• Conference Call – enables multiple callers to join the conversation.

• Software Integration – can be seamlessly integrated with most software applications such as Outlook.

• Text-to-Voice Message – allows an automated attendant to announce a text message to the caller.

• VoIP Service – allows answering of calls on a PC.

Doing business using a phone system with a call controller has never been this easy.

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 archives – call 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.