Eclipse CMS Call Management & Analytics Software
Reporting, Monitoring & Alerting For The Enterprise
Eclipse CMS takes care of translating complex Call Data Records (CDRs) into meaningful reports to deliver clear, actionable, management information to help you run your business more effectively. However you have structured your business, a single Eclipse CMS system can handle multiple organisations, sites, departments, cost centres, providers, tariffs and PBX hardware. To increase performance, component services can be run as a distributed system, separating out data-processing and report-production tasks.
Call reporting will help you to understand:
- Cost; billing & re-billing. Eclipse CMS can handle fixed and variable elements, multiple carrier tariffs and currencies and can add mark-up for re-billing.
- Response, such as a call handling & response times, missed or unanswered calls, operator call handling or department performance.
- Traffic Utilisation of trunk capacity to ensure cost effectiveness and Quality of Service (QoS) on VoIP connections, and to verify the efficient routing of calls
- Fraud and other events that require monitoring. Minimise costs associated with telephony fraud or other exceptional events, such as dialling premium rate phone numbers.
Eclipse CMS can provide very granular access to reporting information: specific organisations, sites, departments and report types. Users have a choice of a Windows or web client to generate and view reports, or report production can be automated and delivered directly to the inbox, server or Intranet. If you need an integrated corporate directory or call recording facility, we have these available as separate products.
With Eclipse CMS you can:
- Support unlimited hierarchies: sites, departments, extensions, trunks, PBXs, etc.
- Deal with multiple providers, services, tariffs, rating schemes and chargebands.
- Import data from various sources
- Reconcile reporting across international timezones
- Split a single output into virtual sites
- Cluster multiple PBXs to reconcile inter-site trunk routing
- Assign costs to extensions
- Uplift rated calls for billing
- Highlight special days such as public holidays or corporate events
PBX Support & Data Collection
Our call accounting software is in use by hundreds of clients across the globe, on both VoIP and traditional TDM systems. We support over 150 different makes and models of voice switches, including the big brands such as Avaya, Cisco, MS Lync Server, Mitel and Siemens. But we also support data collection from voice switches supplied by smaller manufacturers and even some that are no longer manufactured. Contact us and we will be happy to verify whether your PBX is on our supported interface list. Read about our PBX integrations.
We can collect CDR data from a voice switch in a variety of ways. Modern voice switches can stream the data across the network directly to the Eclipse CMS server. Or we FTP/sFTP into a location where the PBX leaves its CDR files, or simply query an SQL database table. On older remote systems, we usually need a data buffer box (which we can supply) connected to the PBX to collect the data from. Whatever method of data collection you have available, you can be assured that we will be able to collect it.
Installation & Service
We have a team of installation engineers who will install the call logging software and help you to configure Eclipse CMS. After installation, you can contact our helpdesk for additional support by phone or email. Our experienced team of professional specialists will help you to overcome any issues you may face.
Eclipse CMS Features
Eclipse CMS is a call logging application that includes many features to support the demands of firms with a national or global presence that need to make decisions on the cost, performance and utilisation of their telecommunications network.
Designed For The Enterprise
A single installation can support hundreds of sites and multiple organisations with hundreds of thousands of extensions.
Eclipse CMS simultaneously supports both TDM and VoIP PBX environments and has interfaces for all major and minor PBX makes and models.
With the SwitchGuard module, Eclipse CMS will notify you when suspicious and potentially fraudulent activity takes place.
Flexible Data Collection
Your PBX data can be collected live or on a schedule. Eclipse CMS is capable of direct serial or IP collection, dial-up modem, FTP or querying SQL databases.
Active Directory Integration
Import extensions from your Active or LDAP directory. Eclipse CMS's advanced import capabilities also enable extension/department and configuration data to be imported from PBXs and delimited files.
Create different levels of administrative and reporting users with granular levels of access.
Create a site architecture not based on a physical PBX; e.g. divide the output from a centralised, single site, PBX into multiple geographically-based sites.
Cluster Logical Sites
Combine the output from multiple physical PBXs into a single virtual PBX. Useful for eliminating inter-PBX traffic over private networks.
Service Provision Billing
Produce professional bills based on one call tariff with uplifted costs, while still being able to report on actual usage with the carrier's standard tariff.
Extensions can be reported on with fixed or budgetary costs assigned to them. An advanced option can add additional fields such as cost centre and budget manager.
Account & Authorisation Codes
Eclipse CMS will handle reporting for account codes used to assign calls on behalf of specific clients, and authorisation pin codes designed to restrict telephony access.
Provide users with an easy way to generate reports or view already-generated reports. Users can be restricted in the reports made available to them.
Automate report delivery with scheduled jobs that can send multiple reports to multiple destinations (email, disk or printer) in multiple formats (PDF, HTML, MS Word, MS Excel or CSV).
With over 60 predefined report types, Eclipse CMS tells you what you need to know quickly. Apply a range of filters to customise the information reported even further. Customised reports can be saved as templates for future use.
Users familiar with Crystal Reports can develop their own unique report layouts using data obtained from Eclipse CMS.
Providers & Services
Supports multiple providers with different tariffs and rating schemes. Including being able to correctly cost Indirect Services, where the service is accessed via dialled digits over another provider's trunk.
Produce reports that detail calls in the local time-zone, even if the PBX is located in a different time-zone.
When using live conversion, view a live display of telephone calls via Telnet.
Eclipse CMS can handle reporting in multiple currencies, exchange rates and tax regions.
Create groups to simplify configuration and reporting, such as groups of extensions or groups of sites.
Mobile Phone Bills
Electronically import your mobile phone bills to report on a user's mobile usage as you would for their fixed line.
Maintenance & Auditing
Generate a daily audit of user log-ins and any changes, additions or deletions made to the configuration.
Receive alerts when call data is not received or processed correctly, or disk space is running low. A web portal is provided so that you can easily monitor disk space, the running state of CMS services, and the health of data collection, conversion and other processes.
We support TDM and VoIP switches from all the major brands like Mitel, Cisco, Avaya, Microsoft Lync Server, Nortel, Siemens, Ericsson and Alcatel, plus many more. We have a list of VoIP environments that support QoS reporting. You may also contact us to find out if your particular make/model of PBX is supported.
Supported PBXs For QoS Reporting
The following PBXs will support the Quality of Service reporting available in Eclipse CMS.
- Cisco Unified Communications Manager (R5+)
- Mitel 3300
- Avaya Communications Manager
Minimum Server Specifications
Eclipse CMS runs as a Windows Service, ensuring high-availability with automatic restart on failure, and with inherent unattended execution. In addition, Eclipse CMS can be operated as a distributed system to improve availability and performance.
- Windows Server 2008
- 1 Processor
- 2 GB RAM
- 60 GB HDD
- 1 NIC
- 1024 x 768 Display
- CD-ROM/DVD Drive
Web Applications & Browsers
- SQL Express 2005 or later
- IIS 7.0 with ASP .NET v3.5 and 4.5 installed and set to Allowed under Web Service Extensions.
- Internet Explorer v9.0 or later
Recommended Server Specifications
- Windows Server 2008 R2 Standard
- 2 Processors
- 4 GB RAM
- 160 GB HDD
- 1 NIC
- 1280 x 1024 Display
- CD-ROM/DVD Drive
- SQL Express 2008 or later – (1 GB Storage Required)
- IIS 7.0 with ASP .NET role service installed. .NET Framework 3.5 and 4.5