After a decade of working with some of the world’s largest and most innovative organisations, TIM Enterprise has evolved to become the definitive enterprise-class call logger.

It empowers authorised stakeholders in your business to manage their own units, whilst at the same time providing a full 360 degree view of your entire organisation.

The entire system is built upon a unique objects-based directory that places no limits on hierarchical width or depth, meaning you can faithfully recreate your company’s actual structure. And by defining relationships between these objects, the system becomes intelligent… for example, it can automatically reconcile calls across ‘on-net’  routes.

Running exclusively as a Windows’ web service, TIM Enterprise consolidates all of your directory and call data in a central SQL server, offering complete peace of mind in terms of resilience and scalability.

In addition to providing multiple-format call logging reports, TIM Enterprise shares its data through an extensive set of open standards interfaces allowing integration with, and connectivity to, third-party systems such as CRM, accounting, and front-of-house applications.

Thanks to its unique live call processing engine, TIM Enterprise has the unprecedented ability to provide dynamic, full-screen wallboards at any number of points inside your organizational structure, so display boards can be fully customized to show group members’ call statistics, leader board data, and even local weather reports!

Why is TIM Enterprise different?

TIM Enterprise differs from our standard call logging product in the way that is stores its call data, and its directory information. Here are a few of the differences:

Distributed directory

TIM Enterprise includes a distributed directory as standard, meaning your employee directory can span multiple sites, and aside from the usual user and telephone information, customised fields are available for items such as e-mail address, office location, and so on.

Unlimited hierarchy

With unlimited directory objects (users, extensions, channels, trunks, PBXs) you can faithfully recreate any organisational structure, with as many TDM or IP PBXs as you like.

Unlimited Reporting Collections

Reporting collections allow you to collate separate groups of users from across your entire organisation. No longer are you constrained to your actual organisational structure. For example, report on all of your sales teams from across the world, and compare like-for-like, as a single virtual group. Groups can be served by any number of PBXs from anywhere in your structure.

Use Duplicate Extensions

Multiple PBXs can now use the same or similar extension number ranges, because each PBX is unique in terms of management and reporting.

Intelligent Inter-Site Trunk Routing

Simply define the relationship between a group of trunks on one site, and it’s counterpart group at another, and TIM Enterprise automatically reconciles CDRs from both, costing them using customised tariffs, or zero-costing them as ‘on-net’ (or internal) calls.

Mobile CDR Billing

TIM Enterprise users don’t just have extension numbers – they have mobile numbers, too. So now carrier-provided mobile CDRs can be processed in the same easy way as standard PBX call logging CDRs – you don’t even have to set anything up, it’s automatic! SMS and data is supported as just another transaction type and is stored centrally for reporting and integration with 3rd party products.

Runs as a Windows Service

TIM Enterprise runs as a Windows Service, ensuring high-availability with auto restart on failure, and with inherent unattended execution, your server doesn’t require any user intervention – it runs automatically at start-up, without even having to log on.

Unlimited Remote Users

Remote users are given access to a defined point in your organisational tree, where they can administer the system, view statistics and run reports, from anywhere using a standard web browser. There’s no practical limit to the number of remote users. As with all Tri-Line products, security is of paramount importance and users access can be restricted to allocated reporting areas only or restricted based on IP address.

Unlimited Live Statistics

Stats collection points can be defined at any point in your directory, and call can affect more than one point, allowing unlimited semi-live wallboards for any division, cost centre, group or individual across your entire organisation.

Open Standards Interfaces

TIM Enterprise embraces open standards, and provides many interfaces for attaching third-party applications such as call recording, hotel front of house, CRM, screen popping, company diaries and even door entry systems! Using XML, HTTP, and other widely-adopted standards, there are no restrictions placed on integration with the central directory and call databases, when given appropriate permissions.

Uniquely Flexible Pricing

TIM Enterprise is the only enterprise-class call logging system that allows complete flexibility in size and spread of deployment. It prices well on multiple sites with a low port count, or few sites with a high port count, or even a mixture of both!

How can I report on my calls?

Reporting on your call data couldn’t be easier. Since each call is intrinsically linked to your company’s central directory, you have full control over who sees what, when, and in what format.

Reports can be extensively filtered, and these filters can be saved for later reuse on an per-user basis, so you spend less time defining them.

Reporting with TIM Enterprise is simple yet powerful. From the built-in pre-defined types, you can apply any amount of filtering to create rich, modern documents that are relevant to you and your business needs.

Either on an ad-hoc basis, or as part of a regular schedule, every report can be produced in all of the following formats, each one guaranteed to satisfy your reporting requirements:-

Web (HTML)

Universally-accessible, this format provides clickable column headers for dynamic sorting of table data, with clean graphical charts in the popular Flash format, so you can zoom into them for more detail. Each report is fully customisable – right down to the individual table fields. To view these reports, all that’s needed is your favourite web browser ‘ with no need for obscure add-ons!.

PDF

TIM Enterprise can produce its clean, crisp, multi- page reports in Adobe’s popular format, ideal for distributing your reports to colleagues inside and outside of your organisation – and guaranteeing they’ll look identical across all operating systems when viewed on the screen or printed out.

XML

Since all reports are derived from this native format, we pack each one with all the data you’d ever need, so you’ll always be able to extract the report data into your favourite reporting packages, such as Business Objects, Crystal Reports, or even your favourite Office spreadsheet.

CSV – Comma-Separated

Provided for interacting with your own back office systems, all CSV data is fully customisable using XSLT from the report’s original XML format.

Microsoft Excel / Office XP

Open your reports directly in Microsoft’s popular spreadsheet package or compatible. All reports in all formats can be scheduled to run on a regular basis either by fixed periods (e.g. daily, weekly, monthly, quarterly, yearly, etc.), or by more flexible denominations such as last 7 days’, ‘last 24 hours’, ‘last three months’, etc. So you’ll always get the data that’s relevant to your way of doing business.

And TIM Enterprise doesn’t limit where you can store your reports. It understands that different organizations have different requirements. Therefore all reports can be delivered using the following methods:

To a file

The filename can include dynamic variables such as date and time, and can be on a local disk, or a network share.

By email

Multiple recipients can be defined, and the report can be included in the body of the email or attached to it.

HTTP POST

Send reports to a web server using an HTTP POST for publishing on your company intranet.

FTP

Transfer your report files to an off-site file server or billing system.

Directory

TIM Enterprise’s unique, object-based directory becomes the holder of all your telecoms assets where users, departments, sites and channels are managed.

Being accessible through a standard web browser, it also serves as a modern answer to traditional paperbased company directories.

TIM Enterprise employs an ultra-versatile directory system to organise your users and channels. Every user can be grouped into folders, sites, cost centres and divisions, allowing you to faithfully recreate your organisational structure.

Create an on-line employee directory,where users can access the system using a standard web browser. Instantly see users’ email addresses, office location, mobile and extension numbers. You can even attach photo ID!

By positioning people at various points in your hierarchy, only those users with appropriate authority can access this information. Similarly, when running call reports, the scope of the report is defined by simply selecting an entity from the directory; All objects beneath this point in the hierarchy will be included in the report.

What’s more, the system allows for a special type of container, known as ,reporting collections, whereby disparate users – even disparate groups of users – from anywhere in your organisation, can be grouped into a single, easily-selectable container.

As an example, you may want to compare the performance of your London, Birmingham and Manchester sales teams. With each of these teams already existing in your directory, simply take a copy of each Sales team, from anywhere, and paste each of them into a new reporting collection called All Sales Teams.

So now, when running a report, wallboard, or any other operation involving the selection of an entity from the directory, simply choose your new All Sales Teams reporting collection!

And the directory isn’t just for storing your people details. It’s where all of the system’s features are rooted – their placement determines exactly how they behave or who they affect.

Arthur – King of the directories

Central to the entire TIM Enterprise system is ARTHUR, the advanced, real-time, hierarchically-unlimited repository. In plain English, it’s the central place where every system object is stored, each having an explicit, defined relationship with its peers. This way, an entire tree of related objects can be defined, with branches as wide and as deep as you like.

Display boards

Gone are the days of expensive call centre add-ons, just to tell you how many calls you’ve taken today. TIM Enterprise gives you unlimited wallboard-type statistics for anyone in your organisation, from individual users, groups, or even entire sites. They’re also completely customisable.

Most firms nowadays have at least one informal call centre, sometimes without even realising it. They are the teams of people who, as part of a group, handle phone calls to and from customers, the public, their suppliers or their own field staff. Even internal helpdesks can be mini call centres in their own right.

Most of these informal call centres can rarely justify buying high-end equipment of the type used by the specialist call centre industry.

But with TIM Enterprise, they may not even need to. Many teams don’t actually need full call queue visibility of the type where you can see at any moment how many calls are on hold; leave that to expensive, specialist call centre equipment.

For live call counters, such as how many calls have been taken, how many lost, and maximum and average answer times, simply drop a wallboard object into your directory at the point you want to measure, and it’ll get straight to work, capturing this information as each call passes.

Wallboard objects work independently of the normal call processing engine. And they’re lightning-fast; as soon as a call’s finished, it’s fully accounted for within seconds.

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