Voice & Data Management

Call Accounting for Every Enterprise

Call Accounting, Hotel Billing, Telephone Reporting, IVR Reporting, ACD Reporting

Communication managers have always had the unenviable task of stretching funds while maximizing tightly controlled budgets. They must walk a tightrope to effectively manage current facilities while identifying and implementing new and innovative solutions that enhance business communications, improve the customer experience and increase productivity.

Shadow CMS offers a scalable open design architecture that supports the capture, processing and reporting of communication metrics including mobile, conference, voice mail, call center agent/queue, attendant, etc. Shadow CMS allows you to take full control of your entire communications ecosystem.

Shadow CMS Call Accounting for the Enterprise can pinpoint bottlenecks, highlight suspicious activity, reconcile billing invoices, help formulate migration strategies and control telecom spend.

Traditional telephone reporting was generally based on a basic call log that provided nuggets of valuable information such as date, time, duration and digits dialled. This information could be monitored, processed and stored in a database for detailed reporting. There are many vendors of call accounting software that provided these tools for itemizing, reconciling and analyzing telephone activity.

During times of economic downturns business look to consolidate, solidify and aggressively hunt for new opportunities. Communication facilities are the essential lifeline to every business. It is imperative to accurately determine whether business communication infrastructure is functioning smoothly and effectively. Regardless of the size of the organization, whether small business or enterprise, issues often arise that require a robust total communication management solution.

Often managers are unaware of misuse, detrimental quality of service and or system hacks that can cause irreparable damage to the reputation of the organization and the bottom line. Communication management solutions such as call accounting can help shield companies from system overload and fraudulent activity. A seasoned call accounting system can pinpoint bottlenecks and highlight unusual or suspicious activity.

Call accounting can help reconcile carrier invoices with business activity. Some businesses make it a practice to bill employees for excessive non-business and long distance calls. In many cases, the call accounting system acts as a watchdog and reduces personal activity. This results in more right to business calls and greater productivity. Some studies suggest that proper telecom accountability can result in a 10% to 30% savings in telecom expenses.

It is far more important during times of belt tightening that call accounting is employed. You cannot manage what you cannot measure. Effective communication management increases the bottom line.

What You Can Discover From Your Communication Logs

Traffic Analysis
SHADOW tracks all calls including long distance, local, international, internal* and misdialed. In order to determine any accurate traffic study all traffic must be used. Often businesses with high local call volumes that rely heavily on customers calling in are very concerned about busy signals and long hold times. SHADOW provides comprehensive traffic reports to highlight grade of service, peak hours and call volumes. This assists telecom. managers in determining whether the network is over/under utilized.

Cost Allocation
Cost allocation to various corporate levels is essential in organizations that function on tight telecom budget. SHADOW provides detailed reports for cost allocation to cost center, department, division, extension, authorization code etc. These reports assist in budgeting, forecasting and internal billing while taking into account all telephony-related expenses including long distance, inventory and facility charges.

SHADOW provides the means to gather, cost and charge back call information to account codes, projects and/or client matter numbers. This information is readily available at the touch of a button. Therefore, customers do not have to wait for month-end reports before they do billing. Additionally, customers may attach their own mark-up and surcharges to billable items.

Instantaneous Billing
SHADOW provides instantaneous billing for billback environments such as: hotels, motels, resorts and hospitals. Telephony expenses are a major cash-cow for most hospitality environments. SHADOW provides all the necessary tools for check-in, check-out, markups, surcharges and posting to property management systems.

Cost Comparisons
SHADOW uses concrete historical data to provide customers with an unbiased concise picture of their telephone expenses (including local, flat rate, domestic and international). SHADOW will analyze proposed tariffs before the customer subscribes to such services.

Misuse and Abuse
SHADOW highlights calls made using the wrong facility (ie. long distance calls that could have used the flat rate lines). SHADOW provides exception management reports which highlight long duration, excessive cost and misdialed calls. Each call may be pinpointed to a particular extension or authorization number.

Caller Identification
SHADOW provides detailed reports of incoming caller identification. This is especially important for service centers logging customer inquiries, advertisers looking to pinpoint incoming 800/888 regions and managers evaluating incoming facilities.

Billing Integration
The popularity of diskette billing has given may customers the ability to quickly and easily analyze the traffic from their provider. SHADOW provides the means to consolidate popular packages from telco, flat rate and alternate long distance providers.

SHADOW provides detailed telephone charges reports which highlight phone usage practices. This often encourages more focused and right to business calls. Specific reports are designed to set goals and productivity standards.

Telephone Invoice Management
Resource Software International Ltd. is e major supplier of telephone invoice management services to providers of long distance service and corporate accounts. Through a series of sophisticated processes, hard telephone invoices are interfaced directly into SHADOW for detailed billing, budgeting, cost consolidation, service comparisons and network management


  • Compatible with SIP, IP and PBX data
  • Lab Tested And Verified on Many Vendor Platforms
  • Versions for General Business, Professional and Hospitality
  • Logs data from traditional serial PBX, UDP/TCP, telnet, ODBC and other modes of connectivity
  • Multi-Site, Multi-User and Multi-Platform
  • Works with virtually any telephone system
  • Automatic Job Scheduler
  • Dial-up, FTP and Direct Polling
  • HTML, RTF and TXT reporting
  • Complete with V&H Tables and Tariff s tructures
  • Superior costing engines for any country
  • Integrates with all popular Property Management Systems
  • Email reports
  • Dynamic Filtering Criteria for Ad-hoc Reporting
  • No maximum call capacity
  • Integrates with CTI applications
  • Emergency and Ad-hoc Notification
  • Poll multiple devices simultaneously
  • Countless Detail, Cradle To Grave, Graphic and Summary Reports or design your own
  • Can Report Mobile Traffic
  • Determine best available services with Carrier Comparison

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    Many of our products are recognized as leading solutions by the world's most popular manufacturers and vendors of communication equipment. Please visit our vendor-specific websites to find out more about our special integration, designation and relationships.