eCAS Product Overview
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Table of Contents
1.
Introduction
1
2.
How eCAS Works
2
Single-Switch Scenario Multi-Switch Scenario Organizational Hierarchy
2 3 4
eCAS System Highlights
5
3.
Web-based User Interface Reports, Reports, Reports… Reporting Tools EZ-Burst® Report Distribution Toll Fraud Detection Alarms & Alerts Single Point of Entry for Moves, Adds and Changes (MAC) Database Customization Import/Export Data Online Directory Option System Security Call Privacy Extension & Authorization Charge Codes Archives Flexible Rating Engine Rating Tool
5 6 7 9 10 10 11 11 12 13 14 15 15 16 17 18
4.
Model Sizes
19
5.
Superior Support from Veramark
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eCAS Product Overview
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1. Introduction In today’s business world, access to timely information is essential. Telecom managers need to know how their network is performing… if they have enough capacity for demand… if their expenses are in line with budgets… where opportunities for cost savings may exist… and more. Line managers, such as those in Sales, Marketing, and Customer Service, need to account for team productivity and customer satisfaction, all while keeping expenses under control. eCAS® Call Accounting is a web-based system designed specifically to help you control and administer telecommunications costs. The system consists of an application server that handles all background tasks, such as call record collection, rating and report generation. In addition, eCAS contains an optional online directory that allows all system users to access corporate personnel information. Users access all system functionality from any PC on the network with a standard web browser, such as Microsoft Internet Explorer or Netscape Navigator. The eCAS software can be deployed in telecom networks using traditional switches, IP switches, or a combination of both. So, if your network contains any combination of communications systems from Avaya®, Nortel Networks®, Cisco Systems®, Siemens, NEC®, Mitel® or others, the system will perform seamlessly. Highlights of the product include:
Support for 25 to 10,000 extensions at 1 to 100 locations Web-based user interface for convenient access… everywhere Easy allocation of telecom usage and equipment costs for up to five levels of organization hierarchy Superior reporting features: reports that are presented in HTML format, many with embedded links for real-time database querying; simple report template customization; fast report processing; delivery by e-mail; exporting options in ASCII delimited text; report scheduling; ad hoc reports and much more EZ-Burst™ reports automatically “burst” report data by cost center or department and distribute the reports by email Interfaces to Avaya VisAbility™ Management Suite’s ASA module (formerly DSA/DNA) for DEFINITY switches provide “one-step” updates to your switch and call accounting system Call Alert toll fraud detection secures your telecom network against expensive unauthorized use and pinpoints the sources of threatening and harassing calls. Capability to collect call record data from remote sites using a modem or your LAN/WAN/Intranet User-defined call record archives for easy reference to historical data, as well as the ability to schedule archives to run automatically on a user-defined schedule
Thank you for your interest in eCAS Call Accounting! The easy call accounting system that delivers essential information… everywhere you need it.
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2. How eCAS Works Single-Switch Scenario A call accounting system uses a relational database to organize call records collected from a communications system or “switch,” then applies a cost value to the record, and produces reports.
Call Collection
Remote users or telecommuters (optional)
System users at the Office
PBX / Key System / VoIP Switch
User Interface (Web Browser)
Requests/views reports. Administers system. Access Online Directory.
Internet
Collects call records LAN/WAN Applies a cost to the call and stores it in the
eCAS
Firewall
Server
Figure 1: Overview of eCAS Call Accounting System Operation Communications systems, such as PBXs, Key Systems and IP-PBXs, generate call records, commonly referred to as SMDR (Station Message Detail Records), for each phone call placed or received. The SMDR is output from the switch and captured by the call accounting system. Next, a cost is applied to the call record based on the rates defined in the call accounting database. Then the rated record is associated with the extension where the call originated or terminated, and is stored in the database. Once the call record is stored, reports can be generated to help you better understand calling trends, allocate phone-related expenses to users, detect telecom fraud/abuse, and manage individual or group productivity. Using a web browser, login ID and password, eCAS system users can access call accounting data from any networked PC on the LAN/WAN. Therefore, the eCAS system meets the application access needs of employees in one or many locations. Remote users and telecommuters working outside the firewall can also access call accounting data if the network is configured specifically for this purpose.
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Multi-Switch Scenario The scenario in Figure 1 is the most typical. It illustrates how the eCAS system works in a single-switch business environment. The system can also be provisioned for use with multiple switches in an enterprise or campus environment, with switches spread around a wide geographical area. In a multi-switch scenario, the eCAS software is installed on a server at the client’s preferred location. At the remote sites, a pollable storage unit (PSU) or another eCAS system is installed to collect and transmit call records back to the eCAS server. In a VoIP environment, call records are pushed to the eCAS server at the main site using the client’s LAN/WAN. Once the call records are available on the eCAS server, reports can be generated for the entire network or narrowed down to a specific switch, department, individual or other specified criteria in a matter of seconds. The web-based user interface readily distributes call accounting information to users in single and multi-switch environments. The eCAS system administrator can grant reporting, or even basic administrative privileges, to users anywhere in the world.
Centrex
PSU by modem
Call accounting system by modem Phone lines Direct Connect
eCAS Server
Telecommuting Internet
Firewall
Direct PSU
At the Office
Call Collection LAN/WAN VoIP User Interface Call accounting system by network
PSU by network
(Web Browser)
Figure 2: Multi-Switch eCAS Call Accounting System
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Organizational Hierarchy The hierarchical relationship of the data in eCAS makes it possible for the call accounting software to readily associate usage information for specific individuals and groups for accurate measurement of staff productivity and expenses. The names used to define each level of the hierarchy can be defined to match your business. Up to five levels of hierarchy are available, and a minimum of two are required. The example shown below demonstrates three levels. Level 3: Department Sales (700)
Level 2: Cost Center International Sales (701)
Level 2: Cost Center US Sales (702)
Level 1: Jones, Sue
Level 1: Fax Room
Level 1: Doe, Jane
Level 1: Marshall, Mike
Extension #2345
Extension #2346
Extension #2456
Extension #2467
Extension #2354
Auth Code #2465
Extension #2476
Auth Code #8765
Auth Code #8775
When defining the hierarchical relationship, you must consider that there is a many-to-one relationship between the levels as you move up the hierarchy. So, multiple extensions and/or authorization codes can be allocated to each level-1 (Personnel) entry and multiple level-1 (Personnel) entries can be assigned to each level-2 (Cost Center) entry; however, you cannot assign a level-1 (Personnel) entry to more than one level-2 (Cost Center) entry. Note: In multi-site networks, the same extension and authorization codes can exist at each site (i.e., extension 2222 can belong to site one and site two) because the association of that extension to the site allows eCAS to determine the correct extension used. Organization Hierarchy & Field Lengths Information Level
Field Length
Level 5
Branch
Up to 25 characters
Level 4
Division
Up to 25 characters
Level 3
Department
Up to 25 characters
Level 2 *
Cost Center
Up to 50 characters
Level 1 *
Personnel
Up to 84 characters
Extension **
Up to 20 digits
Authorization Code **
Up to 20 digits
* Required.
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Default Name
** Name is not editable.
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3. eCAS System Highlights Web-based User Interface If you can “surf the Web”, you can use eCAS call accounting software. The entire application is accessed using your Microsoft Internet Explorer or Netscape Navigator Internet browser… and the application looks and feels like a web site. Extensive use of hyperlinks makes moving through the eCAS user interface easy. The application even includes a “search engine” feature that allows you to jump to frequently needed information fast. Furthermore, special care has been taken throughout the product to use terms that even a first-time call accounting user can readily understand. eCAS uses tabs to sort product functions into logical categories.
Figure 3: eCAS Call Accounting System Home page
The eCAS system home page uses tabs to sort product functions into logical categories. Access to each system tab is determined by the user’s access privileges, so if a user cannot modify or add “rating” settings, they will not see this tab when they log in. As with a web site, several links appear at the top of every page in the eCAS system to simplify use. The links that appear on every page are Logout, Help, and About eCAS. At the bottom of the Home Page there are three important icons. The product index provides an alternate method of navigating the application. When selected, a tree structure of hyperlinks is displayed in lieu of the tabs. The tree structure shows all the product functions in relation to each other and the hyperlinks allow the user to “jump” to those functions. The change password icon allows users to change their passwords easily. The view message log icon allows you to access important system status messages with just a click of the mouse.
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Reports, Reports, Reports… The eCAS robust reporting engine provides you with the critical information you need to improve network service quality, allocate network related expenses, detect toll fraud, and measure employee productivity. The product offers these five different report categories:
Organization reports track calls made by individuals or groups and associates the calls to the corporate organization hierarchy for simplified charge-back.
Call Search reports allow call records to be analyzed using a wide variety of criteria.
Exception reports highlight longest and most expensive calls, frequently called numbers, and trunks without call activity.
Traffic reports provide a network-wide or hierarchical view of usage by call type, trunk, duration, area code, cost, and other variables.
Account Code reports track calls made on behalf of clients or projects and can be used for associated billing.
eCAS reports provide information from many different perspectives… serving not only telecom managers, but accounting, personnel, sales, marketing, customer service, human resources and other organizations that rely on the telecom network. Plus, if certain departments or managers frequently request reports on demand, the eCAS system allows you to provide reporting access to those who need it. Powerful reporting tools are designed to significantly reduce the amount of time and effort required for the reporting process. Reports can be generated on demand or on a scheduled basis. The scheduling tool allows you to define reports and report groups to run at defined intervals and then be distributed automatically by email to selected recipients.
Call Type and Time of Day reports viewed in graphical
For eCAS report samples, please contact your account executive or telecom dealer.
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Reporting Tools Each eCAS Report template offers extensive selection criteria, making it easy to get the specific details you need. With each report you define the information needed as well as the method of report output and distribution desired. Most reports allow you to select criteria for a specific organization level.
Selection criteria for each report will vary.
Allows you to define specific date/time. Click the calendar icon to insert information.
Allows you to select switch, call direction, call type, trunk group, and trunk from predefined lists.
Allows you to enter range of values for cost, duration, queue time and ring time.
Allows you to select the content and order of report columns.
The % is a wild-card that indicates “all.” In this case all call destinations, extensions, special codes, account codes, and dialed digits.
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All eCAS system reports are presented in HTML format for online viewing and can be distributed by email or stored on the server in a central repository. Many reports include hyperlinks that allow realtime data analysis, and columns can be re-sorted by clicking on column headings. Most traffic reports provide graphs.
Account Code
9
9
9
Audit Trail
9
9
9
Call Search
9
9
9
Call Type
9
9
9
Call Type Group by C.C.
9
9
9
Cost Distribution
9
9
9
Date
9
9
9
Duration Distribution
9
9
9
The Organization and Account Code reports feature EZ-Burst™ report distribution and printable HTML formats. The EZ-Burst functionality allows these reports to be defined in one step and automatically “bursts” the report by department, cost center or account code to designated recipients, thereby saving time and protecting data integrity. EZ-Burst can also be used to distribute the Organization Report to individual personnel, allowing employees to receive their own call data.
Expensive Call
9
9
9
Extension Listing
9
9
9
9
Extension Summary
9
9
9
9
Frequently Called Numbers
9
9
9
Incoming Call Distribution
9
9
9
Incoming Traffic Analysis
9
9
9
Longest Call
9
9
9
Organization
9
9
9
Org Level 2 & 3 Summary
9
9
Org Level 4 & 5 Summary
9
Outgoing Call Distribution
Report output methods in the eCAS system vary by report. Illustration shows all the possible methods and forms of distribution.
9
9
9
9
9
9
9
9
9
9
9
9
9
9
9
Quality of Service
9
9
9
Ring Time Analysis
9
9
9
Telecom Manager
9
9
9
Time of Day
9
9
9
9
9
9
9
9
9
9
9
9
9
9
Trunk Group Trunk Usage Unused Extensions
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ASCII to File
Printer Friendly
HTML EZ-Burst
HTML E-mail
HTML Saved
HTML
Output methods available per report.
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EZ-Burst® Report Distribution The “EZ-Burst” feature, available in the Organization Detail and Account Code Detail Reports, allows you to define large reports in one step and automatically “burst” them in sections that correspond to managers or individuals who need the information. This powerful capability saves you time in reporting and ensures security of sensitive data. The Organization Detail Report is the most frequently used report in call accounting. It provides a business-wide view of costs and usage. A single EZ-Burst report distribution yields separate reports for managers or individuals that reflect only their own department, cost center, or individual usage. When viewed by the manager, the EZ-Burst report contains summary data for each member of the cost center or department and, if more detail is needed, it can be accessed using links that drill down to corresponding call detail. When the Account Code Detail EZ-Burst Report is divided by individual accounts, links to each section are emailed to the distribution list configured within the Account Codes setup. This report also provides summary data for each account with real-time links for further analysis. Sample Organization Report Sections: Cost Center Name
Total Calls
Total Duration
Average Duration Per Call
Average Cost Per Call
Average Cost Per Minute
Total Cost
Total Charges
Total Amount
CC001
42
10:47:12
0:15:25
$2.71
$0.00
$113.72
$0.00
$113.72
Totals
42
10:47:12
0:15:25
$2.71
$0.00
$113.72
$0.00
$113.72
Total Cost
Total Charges
Cost Center Name: CC001 Personnel Name
Total Calls
Total Duration
Average Duration Per Call
Average Cost Per Call
Average Cost Per Minute
Total Amount
[Direct to: CC001]
1
0:20:00
0:20:00
$10.00
$0.05
$10.00
$0.00
$10.00
Anton, Marissa
3
0:15:18
0:05:06
$3.06
$0.60
$9.18
$0.00
$9.18
Cost Center Name: CC001 Personnel Name: Anton, Marissa Start date/Time
Duration
Dialed Number
Call Destination
Call Type
Extension Used
Cost
2/1/2005 7:01:15 AM
0:03:13
1-808-523-8342
HONOLULU, HI
National
1002
$1.93
2/1/2005 9:58:33 AM
0:05:47
1-201-646-7800
HACKENSACK, NJ
National
1002
$3.47
2/1/2005 2:23:18 PM
0:06:18
1-202-395-2309
WASH CZ01A, DC
National
1002
Click on any column heading to re-sort the report.
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Total Duration
0:15:18
Total Call Cost
$9.18
Total Other Charges
$0.00
Totals
$9.18
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eCAS Product Overview
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Toll Fraud Detection Telecom fraud is an unfortunate reality in today’s world. You don’t have to search very hard to find examples of businesses that have lost hundreds, even thousands of dollars because of fraudulent telecom system use.
The eCAS Call Alert feature helps you secure your phone system by monitoring call activity and generating alarms when fraud or abuse conditions are detected. Call alert criteria is user defined and can be based on many different variables, including dialed digits, duration, call type, cost, inbound attempts and more. When fraud or abuse is detected an alarm is sent to one or multiple email addresses as soon as the call record is received by the eCAS system.
Alarms & Alerts In addition to fraud detection, the eCAS system offers an alert option. Alerts are used to help you proactively manage your system and will notify you of system conditions such as extension table nearing model capacity, too many rejected calls, or potential database problems. You can also set your eCAS system to generate alarms to help you identify the sources of threatening or harassing incoming calls. Alarms for more critical system problems, such as no call record activity on a specific switch or a hard disk that is nearing capacity, are designed to protect you against major system failures and down time.
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Single Point of Entry for Moves, Adds and Changes (MAC) eCAS system administration is simplified through interfaces to commonly used switch administration tools. This capability allows moves, adds and changes (MACs), entered in the switch to be automatically updated in the call accounting database. The eCAS system is compatible with Avaya VisAbility™ Management Suite’s ASA module (formerly DSA/DNA). This package is available from your telecom dealer.
Database Customization Even though the eCAS system is an “off-the-shelf” solution, it offers a variety of customization options. The customization settings are applied system-wide. Generally, customization is defined during system initialization but it can be changed on the fly to suit your business’ changing needs. One area that is easily customized is the organizational database. You select the number of levels of hierarchy appropriate for your organization. Then you define the names of each level, so that the system accurately reflects your company’s structure. This capability makes the system and its reports easier to use and understand.
To define the number of organization levels, click number [5-2]. Default level names will appear per the number defined.
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Import/Export Data eCAS offers several functions to help in the acquisition and sharing of data from/to external systems:
Export Data — organization, authorization code, account code, or trunk data can be exported as pipe-delimited, ASCII text files.
Import Data — advanced imports of personnel and extension / authorization code data, as well as standard imports of cost center and higher organization levels, account code, and trunk data. Advanced imports allow pipe-delimited, text files to be imported on a scheduled basis. A field mapping feature can be used to accommodate the record layout of the file, as shown below:
The import wizard lets you see the first few rows, to help in the "mapping" process.
Drop-down boxes let you map file columns to the appropriate database field.
Switch Data Import — scheduled imports of cost center, personnel, extension, and trunk data from an Avaya VisAbility™ Management Suite’s ASA module. ASA (formerly DSA/DNA) is a Windows-based application used to administer a network of DEFINITY switches. It has a data transfer option designed to provide current switch data for use by other applications. eCAS can interface with an ASA Server to schedule imports of the extension, personnel, cost center, trunk, and trunk group tables from the network of switches it administers. This simplifies data entry and ensures that information is up-to-date.
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Online Directory Option Any company that has ever produced corporate directories knows they are typically outdated almost as soon as they are printed and distributed. eCAS Online Directory makes it easy to keep up-to-date personnel information available, helping your business be more productive in the process. Online Directory provides employees the ability to quickly locate co-workers or external contacts by name, cost center, department, or other user-definable search criteria.
Online Directory lets you keep a list of numbers you frequently call, whether the numbers are outside numbers or extensions within your company.
Online Directory allows each user to set up “My Numbers,” a list view of numbers they frequently call, which may include extensions within your organization or external numbers that only that employee would require. If e-mail addresses are attached to the entries, placing checkmarks in the boxes on the left side of the Personnel name field and clicking Send E-mail to Marked accesses your e-mail program and opens a blank new e-mail message pre-addressed to the designated personnel.
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System Security eCAS makes it easy for you to keep your eye on the big security picture, whether threats are external or internal. To deal with external threats, eCAS features full SSL (secure socket layer) support that gives you the ability to secure encrypted connections like those used for credit card transactions over the internet. To deal with internal threats, a robust Audit Trail Report captures user sessions, including logins, logouts, and activities performed while logged in. In addition, the eCAS system offers flexible security options that categorize users into these types:
Report user – access is limited to report generation for specified reports, for specific cost centers.
Telecommunications specialist – user can generate specified reports for specific cost centers, as well as perform adds, moves, and changes to the organization database.
System administrator – provides full access to eCAS system functions and database.
Each user is assigned unique login ID and password that is associated to their user type. The system can be configured to require a complex (using alpha, numeric, and special characters) password, or it can be configured to use Windows NT authentication in which the system recognizes users by their Windows login IDs. The system includes a logout feature, but in the event a user stops using the system without logging out, the system will time out, thereby ensuring the security of system information. The eCAS software allows up to five (5) simultaneous users to perform any combination of system functions. For example: two system administrators, a telecommunications specialist, and two report users can be logged in concurrently while performing tasks that involve the database. Note: A user profile is needed if the user will be requesting information from eCAS directly. If a user needs only to receive reports, a login account is not required. In addition, more than five users can view reports concurrently.
User privileges are defined here. The next step for nonsystem administrators is to set report and cost center data restrictions.
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Call Privacy eCAS also offers a call privacy option that allows you to mask selected dialed digits. Call privacy can be defined system wide and/or by extension or authorization code. In each case you define the number of digits to be masked. This powerful security feature allows you to protect confidential information without losing the ability to cost and track calls.
Select masked digits, if "call privacy" is required. Mark "private" to exclude this extension number from extension and online directory listings.
Extension & Authorization Charge Codes In addition to rating telecom usage, you can also associate a single fixed charge with each extension and authorization code. Fixed charges are user-defined. Extension and authorization code charges can be used to bill back the cost of phone sets, fax machines, modems, PCs, voice mail, special calling features or any other chargeable items. When used, extension and authorization charges will be displayed at each level of the Organization Detail Report and in the various organization summary reports.
Select the charge code.
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Archives The eCAS system utilizes archives to manage data by backing up call records and system tables, either manually or automatically on a user-defined schedule. If you archive on a pre-defined schedule, your database will stay lean and mean for optimum performance, and you won’t even have to remember to do it – the system “remembers” for you! Archived periods can be accessed on demand for historical reference.
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Flexible Rating Engine The eCAS rating engine is powerful and extremely flexible. The rating capabilities of the system are designed for the highest degree of accuracy, and provide tools that can be used to develop simple and complex rating methods. The base eCAS package includes V&H Coordinate tables, local rate tariffs, and AT&T basic international rates, so clients can easily define their rate plans and update them as needed at no additional cost. Updates to all the items above are available from the manufacturer as part of your maintenance agreement. Customer-defined rating plans can be simple cost per minute plans or more complex with two-tier rate and time intervals. The system also provides the flexibility needed to define call markups by percentage, specify minimum call costs and/or a surcharge to each call. These adjustments can be applied at several different levels, including cost center, account codes, and call types.
Percent markups — between -100 and 1000 — will be added or subtracted to/from the base cost.
Network correction time is used to adjust the call duration by the time it takes to connect the call, so that the system will charge for “talk-time” only.
Minimum duration is “filter” carried out after applying network correction. Calls below this value are rejected.
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Rating Tool eCAS provides a rating tool that allows you to view how a rate plan costs a call for which you provide sample data. This rating tool can safely be used for a variety of purposes— including comparison shopping between rate plans, testing the effect of special call processing, and troubleshooting a user-defined rate plan—because it does not make any changes to your database.
Use this function to cost a call and compare between rate plans.
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4. Model Sizes The table below shows the model sizes and configurations for the eCAS system. Contact your account executive for a configuration that will suit your business needs. Tables by Model Size
Switches
Base model = 1 switch Multi-switch upgrade = 4 more switches (additional switches in increments of 5, up to 100 switches)
Extensions
Base model = 50 extensions (extension numbers ≤ 20 digits) Model 50 upgrade = 50 more extensions (additional extensions in increments of 50, up to 1000 extensions) Model 1000 upgrade = 1000 more extensions (additional extensions in increments of 1000, up to 10,000 extensions. Note that 19 "Model 50" upgrades must be ordered before ordering a "Model 1000" upgrade)
Call Records
Standard database (SQL Server 2005 Express supplied): up to 10 million call records per current or archived period SQL Server 2000 or 2005 Standard Edition (purchased separately): Unlimited call records per current or archived period
Other Table Capacities
Organization Entries
2 to 5 levels Level-1 (personnel) names ≤ 50 characters; other level (cost center, department, division, branch) names ≤ 25 characters Unlimited entries
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Trunk Groups & Trunk/Lines
Trunk group names ≤ 27 characters; trunks ≤ 20 characters Unlimited entries
Account Codes
Account codes and names ≤ 20 characters Unlimited entries
Authorization Codes
Authorization codes ≤ 20 characters Unlimited entries
Call Types
Call type names ≤ 10 characters Unlimited entries
Call Destination Table
Call destination names ≤ 24 characters Unlimited entries
Scheduled Reports
Unlimited number of scheduled reports
Special Call Processing
Unlimited rules
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5. Superior Support from Veramark Veramark, the world’s leading provider of call accounting systems provides a complete range of support services for the eCAS Call Accounting system. Available System Provisioning Services:
Site Certification & Connectivity Guidelines On-site Initialization and Training Phone or Web-based Training and Initialization assistance Advance Organizational Database Preparation Enhanced Carrier Rate Table Programming
Support Services:
90-day Warranty 1-year telephone Help line On-site installation and training available at an additional charge Convenient customer support website that gives you access to updates, hot fixes, documents, informational videos, FAQs, and more Annual Maintenance*
*Your annual maintenance contract includes unlimited access to Veramark’s help desk and trouble resolution team. Working directly with Veramark, you can be assured that you’ll get courteous representatives on the line and fast answers when occasional system troubles arise. Veramark renews maintenance agreements annually.
Customers must provide remote access software to facilitate troubleshooting:
For remote access via dial-up modems: Software: Other:
Symantec pcAnywhere™ Modem port (COM1 or COM2) & phone line access
For remote access via the Internet: Software: Symantec pcAnywhere™or GoToMyPC™ Other:
Network card & Internet access
To ensure system and network security, Veramark will only request remote access to a customer's system in the event of an emergency and access is entirely in the customer's control.
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