With absolutely no limits to the number of lines or extensions you can log, no other call logger matches it for price and features.

It's a Windows-based application that uses the data output from your telephone system (PBX), checks it, costs it and stores it automatically. From this, not only can it produce a whole range of management reports with vivid graphs, charts and tables, custom-defined if required, but all of its functions can be performed from anywhere in the world using a standard web browser - no client software is required.

Add to this the live, wallboard-type call-handling statistics, and the fact that it costs a fraction of the price of other, lesser-able call loggers, and you'd be missing out by using anything else!

Control your costs

TIM gives department managers the information they need to control their own telecoms budgets. Just knowing the system is in place will itself reduce general telephone abuse, allowing significant savings.   Give department managers access to their own information - from their own desktop using a standard web browser.  Setup any number of users, restricting access to specific departments if required.

Improve service

TIM identifies when and where your calls are being lost.  Lost calls mean lost business, and customer dissatisfaction.

TIM also monitors your phone line usage.  Do you have enough lines? Or too many? TIM scrutinises your telephone traffic and can readily suggest line optimisation.

Flexible

You can use TIM two ways... locally at the PC using its simple Windows Explorer-style interface, and remotely using any standard web browser, so now you can produce reports, edit your organisation's directory, or see live wallboard-type statistics from anywhere on your network.

Fast and accurate

TIM retrieves information in seconds. It works around a lightning-fast and incredibly flexible costing algorithm allowing stats to be produced within seconds of a call being made.
 

How fast is it?

TIM Professional, and it's big brother TIM Enterprise, is used by multi-national corporate companies and NHS hospitals, who generally process thousands of calls per hour. In these situations, the software easily handles the flow of incoming data, whilst churning out reports over the web, or locally, in seconds, to multiple users.

How many call records can TIM store?

For a medium-sized organisation, the software can comfortably store call records over a year old in its live database. Of course, at any time you can archive data out of the live database and into storage, to be imported and inspected years later.

How many lines and extensions can TIM support?

TIM works just the same on a 10-extension system as it does on a 10,000-extension system! No upgrade is required if you install more extensions, so you needn't worry about expansion costs when you grow. This naturally applies to number of telephone lines too.

How quickly can I get information on calls that have just happened?

As soon as a call has finished, within seconds it will have been properly processed and safely stored by TIM in its database, allowing immediate access from the reports. Furthermore, any calls meeting user-defined criteria can be set to start an audible alarm, or their details sent by e-mail instantly.

I have several sites, each with their own telephone system. How can I access this information in one place?

TIM is built around a multi-site database - it wasn't an after-thought. So, whether you have a single PABX or hundreds, all your reports can focus on any of your sites - or all of them! Sites can be connected to the TIM server directly by serial cable, or over a TCP/IP network using the integrated NetPBX tool.

How safe is TIM’s internal web server?

You can setup users to access only information from their own group, or allow full access to designated ‘super users’. The interface is first protected using basic authentication at the web browser, but backed up by a powerful IP-security restriction. Couple this with a firewall if you’re still worried, and you can be sure that no-one will be able to see your valuable call information.

Can TIM tell me if I have enough lines?

Yes. The Trunks Busy report shows how busy your system gets throughout each day. TIM also advises how long it takes to answer calls, through its Incoming Call Analysis Report. These help in making decisions about cutting off redundant lines, or getting new ones installed to stop callers getting busy tone.

TIM Professional produces a number of highly flexible reports.

All of them are available on-demand at the PC running TIM, or through a standard web browser anywhere on your network.

They can also be sent to a printer or to multiple e-mail addresses on a scheduled basis, every hour, day, week, month or quarter.

Each report is generated in standard HTML and TIM uses template HTML files for its headers and footers, meaning that every single report can be completely customised to include your company logo, personalised contact information - indeed, anything written in HTML.

Some of the more popular reports are described here, with a short description and a print preview...

Billing Report

This is used when you need to produce a telephone bill for a client or group of clients, for example in a business centre, a hospital, hotel or between your company's departments.

Organisation Drill-Down

A powerful, fully-clickable report which begins with a complete summary of all departmental activity with totals.

By simply clicking on the department you're interested in, the report zooms in to show the same summary information for each individual extension in that group.

Zoom in further to a particular extension to see a detailed itemised list of all call activity on that extension.

Trunks Busy Report

This breaks down each business day into half-hour periods, showing the maximum and average number of concurrent phones in use during any particular half-hour.  Standard filters apply, so you can choose to concentrate on only incoming or only outgoing calls, or exclude weekends so as not to distort your figures when traffic may normally be low.

Call Geography

Shows vivid pie charts and a detailed table with complete information about where you make your calls to, out of  local, national, international, mobile, etc. Each segment is shown as a percentage of the number of calls, and again to show how much of the cost is made up of those types of calls. This quickly enables you to see how just a handful of calls may account for the majority of your costs!

Top Calls Report

Quickly identify your top calls in terms of cost or duration. This is most useful for uncovering abuse or for identifying expensive types of calls, for example calls to directory enquiry services, mobile phones, premium rate numbers etc.

Incoming Call Analysis

Breaks down your working day into half-hour segments and reveals important information about your incoming calls. See calls that are answered and abandoned, how long it takes you to answer them, or how long people are waiting before they give up and abandon the call. These figures are shown as maximum and averages so you can more effectively plan your staffing requirements throughout each day.

Target Response Report

Quickly assess how well a group of extensions (or your whole organisation) is answering incoming calls within a pre-determined target. It provides a line by line summary of each day along with a visual indicator showing the percentage of incoming calls answered within and outside your target.

Custom Report

An extremely flexible report, for those who feel they want more information than is provided by the in-built reports; you can specify exactly what search terms you want to look for including Caller ID, and LCR calls.

Connecting to your PBX

The way in which call records are collected from your telephone system varies between manufacturers, but usually involves a physical connection using a serial cable, or over an existing TCP/IP network connection.

Serial cable connections are slightly more difficult to setup because they run at different speeds (ie. the speed at which the receiver of the call records, your PC, has to match that of your PBX, which can vary).

There are also different types of physical serial connector cables, from 9-pin to 25-pin, and other proprietary interfaces using telephone handsets.

Network connections are usually much simpler to setup and involve the call logging software, running on a PC on the same local area network, knowing the IP address of the PBX.  Once a connection is established successfully, the call logger liaises directly with the PBX to receive each call record as it arrives.

Traditional call logging software

In the early days of call logging, to obtain call reports, the operator had to physically attend the PC console and enter the parameters for each report, wait by the printer, and finally collate the reams of paper into meaningful reports.  Many call logging systems still operate this way, but most now provide a web browser interface over your local area network.

Web reporting interface

Because the operator can now access reports from anywhere on the LAN using a standard web browser, it's easy to run reports on demand, send them as e-mail attachments to interested parties, or print them for inclusion in wider research.

Advanced call logging systems include the facility to offer this 'web reporting interface' as part of the same product, whereas the thrifty type will rely on there being existing web server software in place, which can be an extra hidden cost in most cases.

See our white paper on this issue:

Web call loggers aren't all the same!

Maintaining the call logger

Many people have invested thousands of pounds in call logging systems - sometimes monitoring multiple telephone systems - but fail to keep them up-to-date.  Tariff pricing is the main cause of cost discrepancies when it comes to reconciling the call logger's reports to a phone company's telephone bill.  It's also important to update your tariffs, since these reflect network changes, such as local dialcode and other number group changes.