Call Accounting Benefits
Read on to find out about the benefits of Call Accounting in flexible configuration, real-time caller information,  historical reporting and data mining, toll fraud detection, localization, support for additional applications,  improved system administration, support for Terminal Services, and support for Citrix environments.
FEATURE	DESCRIPTION	BENEFIT
Flexible configuration	NEW Single user interface The new YourSite Explorer enables complete configuration from a single user interface. It includes enhanced selection, sorting, and searching capabilities, support for large scale enterprises, and 3300 ICP Synchronization and Validation.	YourSite Explorer provides a single point of configuration for Call Accounting.
	NEW Default regional information Default call types and default location information is provided for North America, Mexico, Caribbean, and Latin America	Default regional information facilitates configuration and reduces the time it takes to set up the system and run meaningful reports
	NEW Customizable call types Edit or delete the default call types, and create new ones.	Create new call types to suit their region or cost center, which make reports more meaningful.
	NEW Customizable location information Configure regional exceptions, and make changes to accommodate ever-changing area codes, exchanges, and dialing patterns. Location defaults are configurable to accommodate exceptions that apply to customer business needs.	Location information can be edited to ensure accuracy. Flexible configuration options enable you to always keep up with ever changing exchanges.
	NEW Customizable digit patterns Call rates are assigned to digits dialed defined in the user interface.	This ultimate flexibility enables users to configure regional exceptions, and make changes to accommodate ever-changing area codes, exchanges, and dialing patterns.
	NEW Export/Import tool Export and import configuration data for call types, call rates, and carrier plans.	This provides installers with the ability to create, save, and reuse typical costing templates for their region.  ^ back to the top
	NEW Familiar user interface Call Accounting shares familiar design features with widely used Microsoft applications, resulting in an intuitive configuration process.	You can quickly define and associate call types and rates, whether you have a simple single carrier plan, or multiple detailed carrier plans assigned to several trunks.
FEATURE	DESCRIPTION	BENEFIT
Real-time caller information	NEW Extension State by Position Monitor A real-time extension monitor displays the general business activity of extensions, including Caller ID information: caller name, caller number (ANI), the number the caller/agent dials for incoming/outgoing calls, (DNIS) and caller collected digits (requires Mitel Intelligent Queue Collect Caller Entered Digits), such as account numbers and Busy Lamp Field (BLF).	Know the availability of your employees, who they are speaking with, and how long they have been talking.
FEATURE	DESCRIPTION	BENEFIT
Historical reporting and data mining	Historical reporting You can view, generate, schedule, and share a variety of reports based on carrier, Account Code, ANI, extension, trunk, employee, division, DNIS, phone number, subscriber, enterprise, and site.	Using Call Accounting reports you can determine the digits dialed, the length and cost of each call, the distribution of telecommunication costs across departments, the cost associated with trunks across carriers, the cost for toll free lines, if toll fraud is occurring, and more.
	NEW Lifecycle reporting Lifecycle reports enable you to trace and report on all events related to the life of a specific call. You can request Lifecycle reports based on agent/agent group, queue/queue group, DNIS/DNIS group, extension/extension group, trunk/trunk group, enterprise, site, or media server. You can optionally filter reports based on options such as duration in queue, agent, Account Code, phone number, and extension. Lifecycle reports also contain any relevant call notes and call recordings for a call.	Lifecycle reports enable you to determine where calls go within your business and how they are handled. They provide you with the ability to review exactly how employees handle calls.
	NEW Call recording integration Call Accounting now integrates with several industry leading call recording applications. Call recordings are accessed from call specific Lifecycle reports.	Call recordings enable you to monitor the quality of service being provided by your employees and follow up on customer complaints. They can also be used for training purposes. Lifecycle reports enhance the supervisor experience by giving them the complete context of a call.
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	Report filter options Filter on call direction, call type, Account Codes, phone numbers, DNIS, extensions, call duration, and call cost. You can also sort report records in ascending or descending order based on call cost or duration and specify the number of rows in the report.	Further define and customize report output
	Drill-down searching SMDR Inspector runs detailed searches for specific call events.   You can answer pertinent questions. For example ¨        What are the 10 most expensive outbound calls? ¨        What calls did the extension receive? (Called party) ¨        What calls did the extension make? (Calling party) ¨        To which extension was the call transferred? (Third party)	Use SMDR Inspector to ¨      Locate detailed call information on specific devices ¨      Detect and monitor recurring telephone abuse
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FEATURE	DESCRIPTION	BENEFIT
Toll fraud detection	Toll fraud detection Define toll fraud based on your business needs, using the following parameters: ¨        Calls that exceed a predetermined cost ¨        Outbound calls on a trunk that is programmed to handle calls that occur within the office only (outbound calls on an intra-office switch) ¨        Calls to a restricted country ¨        Calls that are predefined as a specific type: designate premium charged area codes as “always toll fraud” ¨        Calls that are dialed to restricted numbers: designate specific telephone numbers as “always toll fraud” or “never toll fraud”	Address and resolve misuse of your telecommunications system.
	Toll fraud reports The Toll Fraud report enables you to measure call costs against identified toll fraud parameters.	Use the Toll Fraud report to resolve the misuse of your telecommunications system and avoid excessive costs.   Quickly answer the “how,” “what,” “when” and “where” questions concerning toll fraud.
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FEATURE	DESCRIPTION	BENEFIT
Localization	NEW Language support Call Accounting now supports the following languages: English, French Canadian, Latin American Spanish, Brazilian Portuguese, and Dutch.	Work in the language of your choice, for reports and the use interface.
FEATURE	DESCRIPTION	BENEFIT
Support for additional applications	NEW Enhanced functionality Call Accounting now supports Contact Center PhoneSet Manager and Contact Center Softphone and Contact Center Screen Pop, and can optionally integrate with Contact Center Management, Traffic Analysis, and Subscriber Services.	Improves the employee experience by providing them with enhanced desktop functionality.
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FEATURE	DESCRIPTION	BENEFIT
Improved system administration	NEW Synchronization and Validation If you have a 3300 ICP, you can synchronize the YourSite database with the trunks and extensions programmed on the telephone system using 3300 ICP Synchronization and Validation. You can perform 3300 ICP Synchronization and Validation on either an individual 3300 ICP or on all 3300 ICPs in your enterprise.	Ensures the YourSite database and 3300 ICP are synchronized. Validates all critical programming required for Call Accounting applications, ensuring your enterprise operates without error.
FEATURE	DESCRIPTION		BENEFIT
Support for Terminal Services	Call Accounting is now supported for use with the Microsoft Windows Server 2003 edition of Terminal Services.		With Terminal Services in Windows Server 2003, users can access a terminal server from within a corporate network or over the Internet. It provides technologies that enable users to access Windows-based programs that are installed on the terminal server, or to access the full Windows desktop.
FEATURE	DESCRIPTION		BENEFIT
Support for Citrix environments	Call Accounting is now supported to run in a Citrix environment. Version 5 supports both the Citrix Windows XP client software and thin-client machines (stripped-down machines that tap into a company’s computer applications and data over a central network).		Customers in both the North America and Europe, Middle East, and Africa (EMEA) regions will save money by running their software in a Citrix environment.
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