Since 1983
First Quarter Newsletter, January 2003

In This Issue

In closing out the year, we would like to share some of
what we've been working on in the 4th quarter, getting
ready for 2003.

Clark County Washington,
New Pware Web System

Clark County, WA utilizes an NEC IPX with a couple of thousand extensions county wide. They've been a customer of Telenomics for nearly ten years, running our legacy system on the HP 3000.

Telenomics has a very good relationship with both the I.T. and Telecom personnel at Clark County. We believe upgrading to the Pware Web was based both on the Pware Web product and our past performance with our customer service at Clark County.

Installing Pware Web took some planning and custom system / programming in meeting their requirements. For example, the Telecommunications Manager, Cathy Taylor required us to modify our Pware Telephone Directory to their specifications so that county employees would have access to the directory module.

In the I.T. Department, Rich Rankin, I.T. Manager at Clark County, WA. wanted to have a separate test data base where we could test all of the new changes and releases before being ported into the production data base.

Both the Telecom & I.T. Departments received just what they asked for. In fact Cathy Taylor sent us an e-mail that stated "Your people have been more than helpful and have responded to every one of my concerns" (how often do you hear that from your programming staff or outside vendors)?.

Victor Dutka, Telecommunications
Director at MicroWarehouse, NJ.

Telenomics replaced the previous vendors call accounting system at MicroWarehouse (MW) about eight years ago. We're now in the process of adding new/additional Pware sites for MW in both Canada and the United States.

The Pware System is used by Department Managers, Telecom and the Call Centers. The system is used in making a lot of important business decisions, particularly in the Call Center(s).

Telenomics worked with MW, integrating Pware into other MW in-house application systems. MW uses Pware to identify who sold what and when. It also enables MW to analyze the anticipated length of successful sales calls resulting in hardware/software sales. Pware is also used in basing sales commissions and performance studies within the call centers.

Palm, Inc.
Santa Clara, CA.

Telenomics installed Pware Web at Palm in September of 2001. The initial implementation went in very smoothly.

The following year, approximately 3rd quarter, Palm went to a Cisco PBX environment initially thinking they would use the Cisco Call Manager which came with the system for their CDR requirements. A few months later Telenomics was asked to upgrade their Pware Web at Palm, using the Cisco PBX version of CDR from the Cisco Call Manager.

If anyone thinks it's easy to unplug your CDR System and simply go to Cisco CDR type environment, we can assure you it's a lot more involved than what you would initially think.

First of all, the Cisco System is IP technology. Second it's not delivered in an ASCII format. Third, the records have to be converted, interpreted, selected and formatted.

Telenomics had already been working on a Cisco conversion for months prior to Palms request. We were in the process of bringing up the Cisco CDR solutions for two of our existing customers. Both of these customers were simply incorporating Cisco into the mix with their other PBX System(s). One of these Pware customers happens to be a pretty large account and was able to assign their Cisco Account Engineer to assist us (we thank you for that as it gave us a great start).

The Cisco release at Palm (3.2) was different than the ones we were already working with at the other customer sites. This added more hours to the conversion which is now complete.

If you have a Cisco PBX, or possibly you are looking procuring one, you should give serious consideration to Pware Web for the CDR requirements.

Computer Associates
New York

Telenomics installed Pware Web at Computer Associates (C/A) in the 2nd quarter of 2001. We replaced their old CAS System. Since that time, we've incorporated several system/programming changes per their specifications on their Pware Web modules.

In December of this year they just added their 10th Pware Web Call Accounting site in Massachusetts. C/A is one of the fastest growing Pware Web Users.

Rock County, Janesville WI.
Rock County cuts over to Pware Web 1/1/2003

Rock County has been a Pware user on their Mitel PBX(s) since1993. Pware services all Rock County Departments including Janesville Courthouse, Health Care Center, Sheriff's Department, 911 Center and W2 Job Center. We replaced their old system years ago and just replaced our own legacy system at Rock this past year.

The Rock County Pware System had been running on the HP 3000 for over 10 years. Cutting over to the new system took planning, changes and adapting. It has been a recent project for Telenomics & Rock County to make several modifications to the new Pware Web System in order to meet their requirements. With the enhancements in place, it's all systems go on January 1st.

In conversations this week with Kathy Kope of the I.T. Department at Rock County (who has been in charge of this system for the past few years)….

"The Pware Web System is impressive. It's very versatile and easy to use. Because of the numerous data query capabilities included in the system, our managers and supervisors can virtually create their own custom reports which means less work for us. We're very pleased with the new system and the approach they took in its design." …Kathy

Pware Vendor Audit is coming

Telenomics is polishing up some existing modules and making them available soon with a face lift for the Pware Web.

Currently with Pware, you collect all the call records that go through your PBX(s). This data is stored in your data base.

Each month you get a telephone bill for all the call records your vendor (local, long distance, etc.) says you placed over their network. Did you ever wonder if the phone bill matches the CDR records in your DB?

The Question we're addressing is, how do you know the vendor is not making billing errors/mistakes when they send you a bill. If you think it never happens, you're probably not in the company telecom department. We've been told stories of billing errors from a simple 1-2 thousand dollars a month all the way into the hundreds of thousands of dollars.

We currently have "Call Matching Programs" which operate in a production environment. What we're doing is creating a new Pware Web screen, whereby you can identify the vendor type and the from through dates you want to match on your vendors billing CD, comparing them to the CDR in your data base (from your PBX(s).

Within this module will be some "fudge factors" we'll allow you to incorporate. For example, the CDR may have a date and time of 12/02/2002 10:0410 am for a call to 303-222-3030 for 25 minutes.

The bill you receive from your vendor may have a date of 12/02/2002 At 10:0320 am for the call to 303-222-3030. The difference in time may be the difference in the answer supervision at the CO versus the time stamp from your SMDR. Therefore, we will create the fudge factor to be able to match the calls.

What we will be looking for is call records on your vendor's billing CD that does not match to your CDR file. We'll also be looking for matches whereby costs exceed a fudge factor that we will allow you to set. If either one of condition exist, it will be displayed on the Vendor Exception Report along with an error message and a bottom line total of the total cost in question.

It will be up to you address the calls and costs in question with your Carriers in order to receive your credits on the phone bills.

* Footnote

Telenomics is also in the process of installing Pware Web at other customer accounts previously running our Pware Legacy System, plus several accounts installing Pware for the first time.

Summary

If you have interest in these or any other modules or articles in this Newsletter, please address to customers service at Telenomics 800-328-1177 or by email at rhupe@telenomics.com.