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Application Management Outsourcing general informations: Application Management Outsourcing service : Application Management Outsourcing refers to the ongoing maintenance, management, conversion, enhancement and support of an application software portfolio by an external company. AMO, a subset of application outsourcing, includes changes that generally take less than some predefined time to implement (for example, 10 days or 30 days). Examples of maintenance include regulatory changes, software upgrades, new release installations and "fix it if it breaks" troubleshooting. AMO may involve the transfer of people and application software to the vendor. Application Management Outsourcing Simplify management of services: organizations have several options when considering the outsourcing of unified communications functions Communications News, May, 2007 by Francois Depayras Unified communications is transforming the way small and midsize enterprises (SMEs) conduct business. This integrated set of communications applications holds the promise of increased productivity, simplified operations and lower costs for enterprises, but often IT departments can be overwhelmed by the complexity, deployment and maintenance of these applications, and the large ecosystems of components they require. Keeping up with the latest business communications applications has often meant adopting a wide variety of technologies over time, each implemented and working independently of one another. By today's standards, even a single messaging solution has grown to include such features as archival, security and mobility components. This complexity contributes to IT resources becoming increasingly burdened with basic maintenance and support of accounts, such as provisioning new users or canceling services for employees who are no longer with the company, rather than focusing on strategic projects aimed at improving a business' core competencies. As a way to resolve these issues, many enterprises have begun outsourcing their IT needs, at least partially, to either a shared hosting provider or a managed service provider. Service providers offer the benefit of focusing on specific services and often offer tools that allow for the automation and delegation of service provisioning. The implementation of these tools can cut the total cost of ownership of unified communications by half or more. Enterprises have several options regarding outsourcing their unified communications services. They can choose a shared multitenant platform, a managed offering or even maintain the infrastructure on premises. Regardless of which option is chosen, an enterprise can benefit from the reduced costs associated with delivering and maintaining its communications services by employing a comprehensive IT management solution. The key to enhancing the operational efficiency of an enterprise's internal IT department and lowering its overhead costs is finding a solution that can centralize, automate and delegate the management of a business' mission-critical applications. Those that can offer automated self-management options via Web portals give users a way to troubleshoot and manage their own services. Self-service Web portals can also automate and simplify common operations, such as the ability to change user passwords, change configurations or install new applications. Together, this can lead to improved productivity, lower costs and a reduced workload for an IT department. A user-friendly, Web-based management portal with online support also helps eliminate the need for extensive training, and allows administrators to delegate administration and control to other administrators and end-users based on their geographical location or departmental functional. Some of these IT management solutions allow customizations that can be branded or internationalized in several different languages for multisite global enterprises. Whether an enterprise elects a hosted, managed or on-premises solution, an advanced IT management solution, including delegated administration and automation tools, can provide cost savings. Enterprises should look for the following functionality in a unified communications management solution: * automated provisioning and management: identity (user) management across multiple applications, predefined templates for quick provisioning, deployment/import tools for bulk provisioning, application health monitoring, efficient capacity allocation and tracking, and analytics and business intelligence; • access rights management: ability to define granular and atomic access control rights, delegate administrative rights, and ability to define custom "roles" (collection of access rights); • policy enforcement and implementing business processes: customization of workflows for data validation and implementing the approval process; • user-friendly management interface/portal: role-based management interface, delegated administration of help-desk tasks and employee setup wizards; • audit and regulatory compliance: government regulations on data security, and complete change management and audit logs for all operations; and • data integrity and high availability: data consistency across all applications and consistent service-level guarantees. Beyond these capabilities, enterprises planning to outsource their day-to-day IT activities should seek hosted or managed service providers with the following characteristics: Proven infrastructure. Choose a provider with a proven, multitenant architecture with strong service-level agreements. The added benefits of multitenancy include a faster time to benefit, from years to a few months or even weeks, and fewer upfront costs related to infrastructure and licensing, meaning less of a financial risk. High availability and risk management. Administrators should continuously monitor their IT systems to gain insight into the health of critical communications systems. An outsourcing provider can ensure the high availability of all services through backup-and-restore features.   Hallo Solutions service : Call accounting Call accounting is a telecommunications software or hardware application that captures, records, and monetizes telephone usage events. Internationally call accounting systems may be referred to as call logging systems. Call accounting systems detect outbound and inbound calls, call ring outs, call routings, abandoned calls, and other activities. Common Applications of Call Accounting Service Billing and Provisioning Call accounting systems may provide packaging, pricing, provisioning, billing, and posting or presentment of telephone services for purposes of revenue generation. Professional services firms utilize call accounting software for account code or client based billing of their phone usage. The hospitality industry uses call accounting to resell phone services to visiting guests and groups. These call accounting systems often provide accessible application-specific rating and provisioning capabilities found generally on carrier-level operational support systems (OSS) and business support systems (BSS). Hallo Solutions service : Departmental and Employee Chargeback The original purpose of call accounting systems was within corporate entities for purposes of cost allocations within the enterprise. Enterprises use call accounting to allocate costs back to divisions, departments, and even individual employees. Such systems may also provide data directly to corporate accounting and human resource systems. Hallo Solutions service : Cost and Revenue Optimization Telecommunications professionals use call accounting to support enterprise voice quality of service analysis, to manage costs downward, to manage revenue and profit yield upward, for carrier invoice reconciliation and teleco negotiation, and for monitoring phone misuse and abuse. Hallo Solutions service : Staff Productivity Call accounting systems are also used within inbound and outbound call centers to provide data from which to manage staff on-phone productivity and effectivenes. Hallo Solutions service : Forms of Call Accounting Call accounting capabilities can be acquired in several forms. Hallo Solutions service : Stand Alone Hardware device Call accounting can be provided from a hardware device. Such solutions have generally static and limited features and are intended to support a single telephone switch. Hallo Solutions service : Stand Alone Server Software Call accounting can be provided from a stand alone server software product. Such solutions have more robust features and are intended to support a single or small number of phone switches and users. However these solutions also have a higher total cost of ownership by requiring management of one or several self standing systems. Hallo Solutions service : Centralized Enterprise Software Call accounting can be provided from a hosted multi-property enterprise server solution. Such solutions provide more robust features, can support large numbers of distributed phone switches and users, all without the complexity of many distributing systems scattered across the enterprise. Enterprise call accounting systems centralize management and monitoring of call accounting across an enterprise. Such systems over an enterprise WAN, VPN, or over the public internet, and eliminate distributed standalone distributed call accounting systems and as a result provide a lower cost of ownership and a consistent distribution of features and functions across an enterprise. Care should be taken to insure that such enterprise solutions operate from a single real time truly multi-property data bases versus multiple duplicated/replicated copies of the software itself which mitigates the value of centralization. Hosted enterprise solutions are appropriate for anybody supporting more than one telephone PBX/PABX or anyone who seeks one central call accounting solution regardless of multiple possible PBX/PABX vendors. Given rapid changes in voice and more generally VOIP, centrally hosted solutions also make it easier to continuously adapt to changing requirements by providing one place for managing system change. Centralized call accounting solutions are easily justified if you compare it the total lifecycle cost of ownership for the distributed technology. Hallo Solutions service : Software as a Service (SaaS) Call accounting software functionality can be accessed as an online software service. Software services are typically hosted by the software vendor themselves. SaaS providers often include optional levels of systems monitoring, management, and analysis services atop the call accounting software itself. SaaS solutions (also sometimes called managed service solutions or application service provider (ASP) solutions) generally provide greater operational simplicity while actually providing more software capability and greater return on investment. Like the hosted enterprise call accounting solutions, managed service providers eliminate distributed call accounting systems and with them the related management and attention required to keep multiple distributed systems operating, refreshed, and current. Like enterprise call accounting software above, SaaS is easily justified if you compare it to the total lifecycle cost of ownership for the distributed technology. Hallo Solutions service : Web Services The more recent approach to call accounting when using VOIP enabled phone portals and devices is to embed call accounting information into your telephony devices as part of a service oriented architecture (SOA). This is not to be confused with embedding an entire call accounting software package into your voice solution but instead as embedding integration to a centrally hosted call accounting web service with your overall telephone solution. Web services is generally a very inexpensive way to get customized access to sophisticated call accounting features and eliminate the need to manage technology to get that capability. Hallo Solutions service : Trends In Call Accounting Integrated Call Accounting and Management Services Call accounting systems are increasingly augmented with telemanagement/telemanager services. Call accounting data often requires expert analysis from which to leverage its value. Meanwhile, the telecommunications world continues to evolve rapidly making retention of up-to-date core competency more difficult. Call accounting system owners therefore often engage telecommunications management (often called telemanager or telemanagement) services to operate and optimize their call accounting technology. Such subscription services can transcend any one specific call accounting technology and can actually unify reporting and management across many technologies. When engaging telecommunications assistance take care to assess the telemanager's tool set as this is a primary driver of the cost effective value they can create for you. Hallo Solutions service : Integrating voice and broadband internet accounting into one accounting platform With the convergence of voice and data the leading call accounting systems are also providing billing, provisioning, and accounting for broadband internet services. Solutions for such systems may be called "communications accounting systems". Like call accounting systems they may be distributed or centralized systems. Hallo Solutions service : Centrally Hosted Call Accounting Voice is increasingly managed at an enterprise level - above any one PBX or communications server. Also many PBX technologies can manage multiple points of presence across an enterprise. As a result centrally hosted enterprise call accounting systems are displacing distributed standalone premise-based call accounting systems. Application service providers (ASP's) can also provide call accounting as an internet based service, usually bundled with related telecommunications services. Hallo Solutions service : How Call Accounting Systems Work Generally, call accounting systems collect data from a key system, a PBX, iPBX, or Voice over IP (VOIP) gateway generated by service activity on all or selected phone extensions or devices. The system attaches costs and possibly revenues to that activity. More sophisticated call accounting systems will actually provision services on the PBX's and communications servers. Traditional PBX's and send calling activity information out of a serial port or via a proprietary TCP/IP network service. The call accounting system has a capturing module or a capturing hardware device that is then able to store the data and feed data to and from the rating engine. More recent iPBX's provide access to information by retaining it in online data bases for extraction by external systems. The voice related data collected usually includes calling party, date, time, duration, destination party and authorization or account code. This data is sometimes called Call Detail Recording (CDR) or Station Message Detail Recording (SMDR). Answering machine An answering machine, also known as an answerphone, ansaphone or ansafone (especially in UK and British commonwealth countries) or telephone answering device (TAD), is a device invented in 1904 for automatically answering telephone calls and recording messages left by callers when the party called is unable to answer the phone. Unlike voicemail, which is a centralized or networked system that performs a similar function, an answering machine is installed in the customer's premises alongside — or incorporated within — the customer's telephone. While early answering machines used magnetic tape technology, most modern equipment uses solid state memory storage. Kazuo Hashimoto invented the first digital answering machine in 1983 with US Patent 4,616,110 entitled Automatic Digital Telephone Answering Device. Operation Most modern answering machines have a system for greeting. The owner may record his or her message that will be played back to the caller, or an automatic message will be played if the owner does not record one. Answering machines can usually be programmed to take the call at a certain number of rings. This is useful if the owner is screening calls and does not wish to speak with all callers. Call screening Call screening is the process of evaluating the characteristics of a telephone call before a conversation. Some methods may include: • listening to the message being recorded on an answering machine, • checking a Calling Identity Display device, • checking the time or date. In addition, in The US and Canada , Call Screen is the name of a feature offered by the telephone companies that allows a customer to establish a list of numbers; anyone calling the customer from those numbers will receive an automatic message indicating that the call is not being accepted. Another name, not usually used for marketing purposes, is Selective Call Rejection.
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