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Installation Requirements (aka - Prior Preparation Prevents Poor Performance)

Question:

After I select a system and vendor, what needs to happen to install a new call accounting system?

Answer:

Preparation will vary widely depending on the complexity and size of the system, number of sites, etc. Accurate and thorough preparation is essential to the success of any installation. Following is a description of items that need to be addressed by each of the parties involved. In some cases, the PBX vendor will also be the call accounting vendor.

Customer:

• Provide a PC configured with the recommended specs, not the minimum.
• Provide an administrator and at least one alternate to be responsible for the system. They should be competent with computers and most important, should actually "care" about the system and the reports it produces.
• Prepare and provide a database of Extensions, Names, Dept., Division, etc. to the call accounting vendor for import. This is necessary to ensure that each manager can get reports for only their employees and top management can see reports sorted by hierarchial level.
• Provide desired call pricing for all types of calls. This should include local and long distance vendor information, price plans, etc. Some organizations may want to price calls at a higher rate than their actual costs.
• Announce the installation to all employees in a memo from a high-level executive. The higher the executive, the more it shows employees that the use of a call accounting system is endorsed by top management.
• If the system is to be connected to your network, have an IS technical person review the specs and be present at the installation to ensure security issues are addressed.

PBX Maintenance Company:

• Program PBX to generate call records for both incoming and outgoing calls for all trunk groups.
• Provide the call accounting vendor with details of the SMDR output; baud rate, etc.
• Provide list of trunk groups and members with descriptions for import into the system.
• Deliver SMDR records to the location where the system will be installed.
• Have a technician available during the installation process.

Call Accounting Vendor:

• Provide customer and phone vendor all necessary information for their part of the project.
• Provide forms that need to be completed by each party and require that these forms be completed prior to scheduling installation.
• Schedule an installation date and time that is convenient for the customer and the PBX vendor.
• Provide training, as needed for the system administrators.
• Provide customer with written routine maintenance requirements such as updating area code tables, etc. and who to contact for on-going technical support.

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