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This article covers a few issues that we deal with regularly.

Operator Statistics

We get calls from organizations that want detailed console activity reports.

Unfortunately, most PBXs' SMDR records do not provide enough information to get this information from a call accounting system.

There are however, a few PC-based consoles for some PBXs that do provide both detail and summary reports on operator activity.

Some of these reports show things like; # Calls Received, # Calls Answered, # Calls Transferred, Maximum # Rings, Average Talk Time, Maximum and Average Hold Time, # Abandoned, etc.

Don't buy more functionality than you can supportWe frequently speak with businesses that purchased a multi-module telemanagement system expecting that the system would provide substantial benefits. They soon came to realize that each module requires a certain amount of time to populate, learn, administer and manage in order to realize these benefits.

Once they realize the amount of time required, they come to the realization that they simply do not have the FTE to utilize it effectively and basically abandon the function. They end up with "egg on their face" with management by having requested and spent hard-to-come-by funds for a product that become useless.

The Lesson - Before purchasing these modules, speak to other users (hopefully references from vendor) and ask lots of questions about the value of the benefits and the amount of time required.

"I just want something cheap!"

This is usually the beginning of a conversation from someone calling to inquire on our products. When you shop for a PBX or Router or ACD or Voice Mail, do you also say, "I want something really cheap?"

I would like to have somebody say, "I want something that has great value, offers great support and is reasonably priced."

"Really cheap" implies, I don't want the best system and don't care if I get any support. If a purchasing decision is based on this criteria, the end result is usually predictable

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