Microcall Call Accounting

[kmerck]

Does anyone have any information that they would share in regards to the product, pros/cons?

 

[mikeydidit]

We have installed this system about a month ago. It is so user friendly. Their tech support is one of the best I have worked with. It is really easy to install and populate. I used a ASA download of what I wanted to use. {names, numbers, department,}Changed it to a excel speadsheet and did a upload to Micro tel system. You can setup a web demo with them if you like. Call 770-447-5408 and ask for one.

Hope this helps, Mikey. If you find any mistakes, please consider that they are there for a purpose. And everyone needs a purpose.
Hope this helps, Mikey.

 

[kmerck]

Thanks for the feedback. We saw a web demo this week actually and it looks like a good product. What type of switch are you using and how do you have it setup? I am anxious to see how it works with Avaya's RSP to obtain the smdr output via IP. Our switch is a Definity Prologix running Multivantage r11.

 

[mikeydidit]

I have it set up behind a G3R V8. We will be using it for all of our billing and inhouse directory. We also have it set up so our department managers can pull the telephone number under their accounts and do a detailed report on those sets. If you find any mistakes, please consider that they are there for a purpose. And everyone needs a purpose.
Hope this helps, Mikey.

 

[whitfield77]

I have never used Microcall on Avaya, but I did use it for several years behind Rolm/Siemens.

I found it to be very user friendly and quite stable. It is an extremely flexible package. I wish they had it at my current employer.

As Mikey stated, tech support is top notch. In the 5 years that I used Microcall I only had to call them once or twice for "trouble" which turned out to be pc related anyway. I called several times for help setting up reports and cost tables. They were always glad to help and never condescending.

I highly recommend it.

Chris

 

[arky1]

I am having difficulty in the stats for Microcall and CMS being equal. When running an Agent Inbound/Outbound report in CMS then running the Extension report in Microcall, the number of calls in CMS are greater than Microcall. I have made many changes to System Parameters CDR and Interswitch has all the extensions for the agents, hunts, and VDNs. I am very frustrated with the Microcall system. When calling Microcall they keep telling me that CMS is collecting data that Microcall does not. I explain all I am looking for is the total for ACD, Extension In, and Extension Out to equal, but so far have not had any success.

 

[whitfield77]

Have you checked minimum call length in Microcall? There is a field that can be changed to keep calls of shorter duration. We had this problem shortly after installing Microcall. Turns out that internal CDR would increment call counts regardless of call duration, where Microcall was not collecting anything less than .3 or .2 (I don't remember what the default is) We changed the parameter in Microcall to collect all calls regardless of duration and it then matched our internal CDR counts. I should also point out that we ended up changing Microcall to collect calls with duration over .1 to account for people dialing a wrong number then hanging up before call completion.

Just my $.02

Chris