Call centre intelligence for Avaya IP Office.
CallIQ turns the call records your Avaya IP Office already produces into a clear picture of your call centre: who called, who answered, what was missed, and who needs a call back. It reads the phone system's SMDR feed read-only, runs entirely on your own server, and never sends call data anywhere else.
Why teams run CallIQ
No missed call forgotten
Missed and abandoned calls land on a callback list with a clear owner, instead of disappearing into a log file.
Numbers you can trust
Every call is counted in every report — business hours are a filter, never a silent exclusion — and gaps in the data are disclosed, not hidden.
Your data stays on site
CallIQ runs on your own server with no cloud dependency, no telemetry, and no outbound connections beyond the ones you configure.
Nothing changes on the phone system
CallIQ only listens to the call-record feed. It places no calls, changes no configuration, and needs no agent software on handsets or desktops.
Key capabilities
- Dashboard and wallboard that update as calls complete — answered, missed, waiting time, and busiest hours at a glance
- Calls explorer with filters for date, hour, direction, outcome, agent, group, and wait or talk time, with saved views
- Missed-call callback list: every missed call tracked until someone calls back, with out-of-hours calls surfaced first
- Agent and team performance with drill-down, scoped so supervisors see only their own teams
- Report catalogue with Excel, CSV, and PDF output, a multi-page executive report, and scheduled email delivery
- Hourly heatmap, call-volume forecast, Erlang C staffing calculator, and roster planning
- Capture-gap detection: if the feed from the phone system was interrupted, every affected report says so
- Caller numbers encrypted at rest and masked on screen by default — revealing a full number needs permission and is audited
- Role-based access with multi-factor authentication, LDAPS sign-in, and a tamper-evident audit log
- Optional read-only reporting endpoint for Tableau and other BI tools, off by default, limited to approved masked views
- Optional recordings and quality-scoring module that indexes an existing recordings folder without copying audio
FAQ
CallIQ is built for Avaya IP Office and reads its SMDR call-record output. Other record formats can be added through SMDR profiles, but Avaya IP Office is the platform it is designed and tested against.
Bring your IT operations into one core.
Request a free trial, or talk to our team about a deployment built for your environment.