Mitel 3300 Call Logging Software

[ctaylorrm]

Hi All,

I'm just looking for some advice regarding call logging software, I have a customer that requires the following information from their Mitel system:

Mitel 3300 and the reception has 3 5550 ip consoles.
Ability to monitor incoming calls, particularly, which of the 5 options people are choosing from the Auto Attendant and then what subsequently happens with the call, ie, time taken to answer and duration of call.

Once an external caller has selected the main office she would like to be able to get the same info as above, and know which console it was picked up; so for example how long it took receptionist 1 to answer the phone, how long she was on for, the number of the caller, what was done with the call. Did she try to forward the call but found no one there so picked up the call again etc. It’s all so she can gather real data as to how people are being treated when they phone the school, and take action if needed.

She would like the above info for student services reception (standard extn) as well, but if it can be done for reception I would imagine it could be for any extension?

She also would like to know, who is calling the main office internally, basically the same information as above but for internal calls.

Also the same info for anyone internal calling the Admin Team (pickup group), to see if any patterns emerge.


I have been advised to look at Oak and Mitel Business Dashboard, Oak comes out at £2300 and Mitel BD £2100 from quotes I have recieved. The customer would prefer to spend less (Around £1000) I have made her aware that that may simply not be possible, but I would try to find out anyway.

Any advice that anyone could offer would be great!

Cheers,
Chris

 

[MitelInMyBlood]

The cost of a ticket to the Opera is what it is.
In my personal opinion one of the best, yet still reasonably priced call accounting sosftware packages is from VXSuite (formerly VXTracker). It's available for almost all PBX platforms, Mitel, Cisco, Avaya, Shoretel, etc. About in the price range of what you've already found. An annual maintenance/support contract is (depending on size & configuration) approx US$ 2500. We've been very happy with them & get excellent support.



Original MUG/NAMU Charter Member

 

[sunspark]

http://www.gt2f.com/gt2f/

 

[ctaylorrm]

Hi Guys,

Thanks for the replies, I have looked at gt2f and they offer a free trial version but seem to want a guarantee from us that we will purchase their system if it does everything we want. My client is a bit unsure about agreeing to that before having had chance to try other systems.

I will also add VX Suite to the list of options as that is a similar price to their other options at the moment, I'll see if we can get an onsite demo of it.

Thanks again,

cheers,
Chris

 

[LoopyLou]

Not sure if you will find a solution that does what the customer wants completely. Calls externally and internal can be set to create and SMDR log each time a call is made/received. Don't think the embedded VM creates an SMDR log based on the the number selected in an AA menu so you have to track calls to the destinations defined by the digit selection ( i.e if pushing 1 goes to extension 3000 you have to track calls from the VM to that extension. Not an easy task. How calls to the 5550 console i.e who answered and how long it takes is usually part of traffice reports and not SMDR. So what you need is something that call use SMDR and traffic data to create reports.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.