Call logging is the collection, evaluation, and reporting of technical and statistical data about

telephone call A telephone call is a connection over a telephone network A telephone network is a telecommunications network that connects telephones, which allows telephone calls between two or more parties, as well as newer features such as fax and interne ...

s. It does not encompass

phone tapping Telephone tapping (also wire tapping or wiretapping in American English) is the monitoring of telephone and Internet-based conversations by a third party, often by covert means. The wire tap received its name because, historically, the monitorin ...

or call recording.

Collecting data

Telephone call data, such as originating station, destination, start and ending times, and transmission characteristics, is collected from a

telecommunication Telecommunication is the transmission of information by various types of technologies over wire, radio, optical, or other electromagnetic systems. It has its origin in the desire of humans for communication over a distance greater than that fe ...

s system or

private branch exchange A business telephone system is a multiline telephone system typically used in business environments, encompassing systems ranging in technology from the key telephone system (KTS) to the private branch exchange (PBX). A business telephone syst ...

(PBX) in form of

call detail record A call detail record (CDR) is a data record produced by a telephone exchange or other telecommunications equipment that documents the details of a telephone call or other telecommunications transactions (e.g., text message) that passes through that ...

s (CDRs). The equipment typically presents this data on older PBXs via a serial communications port, or more recently via a computer network over an Ethernet connection. From the interface, CDRs are collected on computer systems running call logging and analysis software. Some PBX manufacturers provide their own basic call logging software but many other third-party software packages are available.

Call logging software

The goal of the call logging software is to interpret the raw CDR data and produce graphical and summarizing reports. Call logging software packages differ in the sizes of PBX systems that they can support, from hundreds of extensions to hundreds of thousands of extensions. They also differ in the capability of logging specific types of events or data and support for specialized PBX features. In general terms, call logging reports can highlight such areas as: *Cost Control – cost of calls, cost of trunk lines, costs by department or individual extension, number of unused extensions, etc. Call logging software can also discover instances of

Telephone fraud Phone fraud, or more generally communications fraud, is the use of telecommunications products or services with the intention of illegally acquiring money from, or failing to pay, a telecommunication company or its customers. Many operators hav ...

. *Performance Management – looks at how long it is taking an organization to answer phone calls by operator, department or extension and demonstrates whether they meet acceptable target levels for that organization. *Capacity Management – judges whether the system is being over or under utilized. It examines trunk usage and call patterns that show where extra capacity is required or where cost savings can be achieved. *QoS Reporting – modern

VoIP Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. The terms Internet t ...

PBXs are able to output

quality of service Quality of service (QoS) is the description or measurement of the overall performance of a service, such as a telephony or computer network, or a cloud computing service, particularly the performance seen by the users of the network. To quantitat ...

data in addition to standard CDRs. An up-to-date call logging package should be able to include this data along with its other reports to help monitor and improve system performance.

History

United Kingdom

During the 1970s, Post Office Telecommunications was embarking on upgrading the telephone network, with the view to modernizing the various established mechanical switching devices, consisting mostly of Strowger exchanges, employed in the UK telephone exchanges, and replacing them with an electronic system. This replacement system became known as System X. Concurrently, and as part of this network upgrade, a dedicated engineering group was formed within the division THQ (Telecoms) to design a call logging system and to establish its feasibility for integration within the various existing Strowger and electronic exchanges, prior to their eventual replacement. A mix of different telephone exchange equipment was selected for trial within Scotland, comprising Strowger pre-2000, 2000 and 4000 type switches located in

Director telephone system The director telephone system was a development of the Strowger or step-by-step (SXS) switching system used in London and five other large cities in the UK from the 1920s to the 1980s. A large proportion (c. 70% to 80%) of telephone traffic in ...

s and non-Director areas. The call logging trial proved successful and while it was initially designed to gather phone call data and cost of billing details specific to the customers' call's, a hidden benefit emerged such that local management were also able to see a pattern of the types of calls being generated, i.e. calls to and from certain businesses in addition to billing information, which was used to ease flow of traffic during peak times in the exchange and to plan for future customer provision within a catchment area. The concept of this call logging equipment was also deployed in UXD exchanges for remote areas where a System X exchange was not considered feasible.

References

{{DEFAULTSORT:Call Logging Privacy of telecommunications

Collecting data

Call logging software

History

United Kingdom

See also

References