Avaya Call Reporting

Avaya Call Reporting for IP Office, started out as a simple call event monitoring application, but it has evolved into an all-purpose call history, call recording, and real-time reporting software suite. ACR offers revolutionary features designed to overcome the limitations of traditional call history and reporting software, and it does so by connecting directly to your phone system and logging everything that happens on each call, from the moment it starts to the second it ends. With a simple and attractive interface, a flexible licensing model, and little to no phone system configuration required, ACR is easy to deploy and scale.
With over 60+ reports, charts, and graphs that are ready for you to report on your data, there is no shortage of data found within ACR Standard Reports. Avaya understands that collecting information is only as valuable as your ability to find and analyze it. With each ACR installation detailed data is being collected and stored in a way that is easy to retrieve and view. We have built over 40 different reports so you can truly understand what’s happening on the phones. These reports can show you detailed information about each call. You can also run summary reports showing you quickly the information you need, or perhaps you wish to report overtime using one of our many time interval reports. We have separated our reports into filters so you can find the report that best fits your needs quickly. Report filters include:
  • Agent / Extension Reports
  • Group Reports
  • External Number / Caller ID Reports
  • Call Direction
  • Call Costing
  • Time Interval
  • Trunk

  • We understand that there are a lot of different reporting options for you to choose. However, one of the most unique aspects of ACR is our Cradle to Grave program and Call Detailed View that allows for a greater in depth look into your reports. These programs allow you to view every detail about each call in  chronological order. The layout can be customized to fit your company’s needs and you can filter the data to only show the specific calls you are looking for. You can use Cradle to Grave or Call Detailed View to verify our reports to ensure their accuracy. You can also use these programs to troubleshoot the phone system to ensure calls are being routed to the appropriate destination.
    Custom Reports

    You know your business better than we do, so we have made it easy to make custom reports for your unique information that isn’t covered in our Standard Reports.

    Xima Software spent a lot of time creating their Standard Reports. They wanted to provide a solution that would fit the needs of most businesses. However, we realize that we couldn’t create the perfect reports that fit every company’s needs. We also understand that you know your business better than we do. That is why we created our Custom Reports Module. ACRl’s custom report creator is easy to and allows anyone to create custom reports in minutes. You don’t need to know Crystal Reports, or be a developer. You just follow the step by step report wizard and it will allow to you build a report on the criteria that fits your business needs. First you choose your report type. Currently, ACR allows for the following types of reports:

    • Agent
    • Account Code
    • Call Direction
    • Call Detailed Report
    • Caller ID / External Number
    • Event Type
    • Feature Type
    • Group
    • Local Number / DDI
    • System Report
    • Time Interval
    • Trunk

    After you select the report type you are presented with all of ACR’s default values. You can select the appropriate values, and you can also apply filters to help you pinpoint the exact information you need. Every aspect of the report’s layout and function, including the report summaries you want to display, the order of the columns, how the report is sorted, and charts and graphs are all available options found within the custom reports wizard.

    Some additional highlights and features of the Custom Reports module include the ability to be notified if a threshold is hit found within one of your custom reports. You can also change the look and feel of the reports which allows you to brand the report to fit the look and feel of your company. Lastly, with so many options and settings available, we understand that some users might need additional assistance creating their reports.

    Recording Library

    Automatically catalogs recorded calls and makes them ready to listen.

    Don’t let anything come between you and the accurate call recordings your business relies on. Call Recording is the best modern tool that allows managers to improve employee performance without changing any business processes. By having this information integrated within ACR’s Cradle to Grave Application you are provided all the information you will need in order to evaluate your employee’s performance. ACR provides multiple recording options supported between their different platforms. Found throughout all of these options are the different recording rules customers can deploy to ensure they only record the calls they want to record. Recording rule types:

    • Extension
    • Group
    • Incoming Phone Number
    • External Numbers
    • Manual Recording
    • Percentages

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