Logging, Networks and Equipment

How do I know whether my telephone system can provide call logging output?

This option may have been part of your initial switch purchase. If you are not sure, check your telephone system manual and look for information on the call logging output. This may be called SMDR, CIL, or CDR. You need your system to be 'call logging enabled'. If you have a maintainer, they will be able to tell you.

What does call logging output look like?

It is a string of data that contains information about each call, such as: the date and time; the dialled numbers; the duration; along with the extension and line involved. Some will also give incoming caller numbers and call answering delay times.

Do all telephone systems have the same output?

No. You will need to buy the right option for your telephone system.

How do I connect to my telephone system?

Most commonly, this will be via the V24 (RS232) CIL (SMDR) output. VoIP systems sometimes use this method or they may send data to a file. This information will form part of your LJ Logging system installation guide.

What equipment do I need to log my telephone system?

You need a standard desktop computer on which to load the LJ Logging software and a cable to connect to the telephone system. If you are able to pick up the call logging data in a file, the cable may not be necessary.

What operating system do I need to run?

LJ Logging systems run on Windows version 2000 onwards.

Can LJ sit on a network?

Yes. The LJ Logger is accessed via a web interface so it is not necessary to have direct access to the machine running the software.

 

LJ Reports

How do I print reports?

Because the system uses your browser as the interface, all reports can be printed using your browser options in the usual way.

We have a number of managers who wish to view the reports, how can they do this?

Reports can be sent to managers via e-mail. This can be automated in the scheduler.

Can we use our own organisational structure within the reports?

Yes. Extensions can be grouped together to form a reporting structure.

We have an organisational structure on file, can we import this?

Yes. The structure needs to fit into the import file format of Company:Group:Extension.

If a call is transferred, can we see this information?

In some cases. Some telephone systems output continuation records, others output a separate call record for each part of the call.

We think somebody is making personal calls to premium numbers, can we see these calls quickly and easily?

Yes. You can run a report with a filter to list all premium rated calls or use the call monitor screens to view real-time statistics.

Can we see how efficient our staff are at answering telephone calls?

Yes. The telephone system outputs an answer delay. This is the time taken to answer the telephone. This information is used in our Performance reports.

Can we see how many calls an extension is making?

Yes. You can see this as a summary of all the extension's activity, or you can have a detailed list of all calls for the extension.

A member of staff has complained that they are receiving bullying calls from another member of staff, can we monitor the calls of the abuser?

Yes, if your telephone system gives information about internal calls.

Call Monitor

What do I see on the Call Monitor?

When a call is ended the information is sent to the LJ Logger. You can view the call detail in the Call Monitor.

Call Monitor also accrues the call information in pie charts and bar charts so that you can see all the day statistics at a glance.

Call Monitor

 

Call Charges

We have a specially negotiated tariff, can we use this to cost calls?

Yes. Just click on the 'LJ One-off Bespoke Tariff' in the LJ Logging Shop. Send us the full tariff by email and we will prepare it for you.

Can you see individual calls made by an extension?

Yes. You can run an itemised list showing all calls made by a specific extension.

We would like to produce reports for our clients with higher costs than our tariff provider, how would we do it?

The calls will all have a cost according to the tariff you have loaded in the LJ Logging system.

If you need to amend the costs you can email the report to yourself at an HTML attachment. This can then be opened in a spreadsheet package and the costs amended as required.

In this way you can incorporate the call logging information into any financial applications your company may use.

Glossary

PBX: (Private Branch Exchange) this is the technical name for your telephone system. Sometimes referred to as the 'Switch'. For example, VoIP (Voice over Internet Protocol) switches such as: the CISCO call manager, Avaya IP Office, BT Succession or older systems such as the Nortel Meridian, Siemens Realitis, Alcatel 4400, etc. See the Shop for a full list, if your switch is not shown, please email us.