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Logging/tracking/billing phone calls with iphone 4 and 5

nschuetz

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Our company is in need of some help. The decision has been made to track and bill phone support for our department. I am completely on board with this decision, however, this task may not be as easy as it seems.

There are 10 employees in the department, with an array of iPhone 4 and 5s. Most customers have these mobile phone numbers, so when support is needed, our mobile phones receive the calls. During the spring and early fall each one of these phones receives around 75-100 calls per day. This creates absolute chaos when trying to keep track of calls via support tickets or repair orders. Verizon is our carrier.

Needs:
  1. Seamless, easy for end users to submit call log. Prefer Excel format.
  2. Centralized customer database to be able to cross reference call logs. We need to know who to bill not a mobile number. (I should be able to develop this)
  3. System needs to support iphone 4 and 5.
  4. Would prefer not to jail break phones.

What options are available? Does anyone have this same type of need? If so, what are you doing? Any help is greatly appreciated!
 

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