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Notes for people who keep phone systems running

Practical writing on call analytics, legacy PBX life support, telecom costs, and the occasional war story. No growth-hacking listicles.

Diagram of an inbound call fanning out from a PBX to a ring group of phones, some answered and some missed, feeding a per-group dashboard with abandon metrics Engineering

Hunt Group Reporting: How to See Which Ring Group Is Dropping Calls

Each phone system ships this feature under its own name: Cisco calls them hunt pilots, Avaya IP Office calls them hunt groups, and …

JUN 2023 · 5 MIN READ Diagram of a Mitel controller emitting fixed-column SMDR records, with one record highlighted and broken down field by field into a parser and database Engineering

Mitel SMDR Records Explained: Field-by-Field for the 3300 and MiVoice Business

Mitel’s SMDR format is one of the oldest call-record layouts still in production. It predates CSV: each record is a …

APR 2023 · 6 MIN READ Diagram of an Avaya IP Office unit emitting a comma-separated SMDR record, one field highlighted and decoded through a parser into reports and dashboards Engineering

Avaya IP Office SMDR Explained: A Field-by-Field Guide

If you manage an Avaya IP Office, each call that touches the system leaves a trail: a single comma-separated line of SMDR (Station …

FEB 2023 · 7 MIN READ Diagram of after-hours calls from warehouse and loading-dock phones passing through a PBX, flagged against a night-time clock window and raising an alert to a phone Product

How to Monitor After-Hours and Weekend Call Activity on Your Phone System

Your phone system between 6 p.m. and 8 a.m. is like an office with the lights off: almost everything that happens in it is either …

SEP 2022 · 4 MIN READ Diagram of PBX wiring where active extensions show healthy activity and a circled group of dead lines leads to an unplugged handset, empty desk, and disconnected gear Product

How to Find Dead Extensions and Unused Lines on Your PBX (and Cut Them from the Bill)

Phone systems only ever grow. Someone joins and you build an extension. Someone leaves, and the extension stays. Multiply that by …

JUN 2022 · 4 MIN READ Diagram of a CDR stream from a PBX rack analyzed by seven fraud-pattern detectors, including after-hours, international, and burst checks, producing an alert report Engineering

7 CDR Patterns That Reveal Toll Fraud — Before Your Carrier Invoice Does

Most companies find out about toll fraud the same way: the carrier invoice arrives, someone in accounting asks why the phone bill …

FEB 2022 · 6 MIN READ Diagram of carrier call traffic metered through a rating engine and split across department groups, each with its own phones, usage meter, and cost report Product

Department Chargeback: How to Bill Phone Costs Back to the Teams Making the Calls

The phone bill arrives each month, IT codes it to “Telecom - General,” finance pays it, and the review stops at the …

DEC 2021 · 5 MIN READ Diagram of an Avaya IP Office unit streaming SMDR to a collector PC and a wall-mounted TV wallboard showing live call metrics above a support team Engineering

How to Create an Avaya IP Office Wallboard for Your Support Team in 10 Minutes

A wallboard does one thing a report cannot: it puts the number in front of the team while the day is still happening. The support …

NOV 2021 · 4 MIN READ Diagram of a 911 call from a desk phone through the PBX triggering email, SMS, and dashboard alerts to the front desk and security, with a campus map below Engineering

How to Get Instant 911 Call Alerts from Your PBX via Email, SMS, and Slack

Someone on the third floor dials 911. The ambulance heads for your street address, and your street address is a …

OCT 2021 · 5 MIN READ

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