ISI Telemanagement Solutions Releases Service Pack for Infortel Select

ISI Telemanagement Solutions (News - Alert) has released a service pack for its Infortel Select call accounting and reporting system.

The new features of Service Pack 5326 include better integration with Microsoft (News - Alert) Lync, new export options and better security.

One of the major new features is the ability for Infortel Select to generate graphical Erlang B reports through its traffic analysis function. Erlang B is a method of calculating the probability of call losses, such as through a customer service phone queue. It was named after Agner Krarup Erlang, a Danish mathematician, statistician and engineer who did pioneering work on call volumes.

With the Erlang B view, users can see a graph showing which trunks are optimal and what is an acceptable performance level based on the customer’s resources.

The Report Designer function has finer-grained call time details, all the way down to hours, minutes and seconds for greater call recording accuracy.

Another reporting feature is Microsoft Lync Response Group reporting. A Response Group in Microsoft Lync routes incoming calls to a certain group, such as a customer service department. With the new functionality, managers can see exactly what’s going on in their Response Groups.

Security is always important when dealing with enterprise communications. To that end, Infortel has added SQL security, including password rules.

As unified communications systems become more common in businesses, the extra features that they offer can create major headaches for people tasked with recording the conversations to comply with regulations like Dodd-Frank. At the same time, customer service departments are struggling to keep up with customers as they move from traditional phone calls to emails, text messages and social media.

The need for systems like Infortel Select to maintain service quality and compliance is obvious. As ISI telemanagement keeps improving its products through service packs like these, it will prove its value to existing customers and perhaps their dedication will win them some new ones as well.