Call Summary dashboard
Total, incoming, outgoing, internal, emergency, and guest-room calls with talk time and answer rate — plus call trend, call-type mix, busiest hours and days, top extensions, top dialed numbers, and top callers.
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Cloud call accountingCAS-ia Call Accounting. Every call, accounted for.
Cloud-hosted call accounting for any site on a Mitel phone system — with deep hospitality features built in. CAS-ia captures every call in real time, classifies and rates it against your real local calling area, and turns the call record into reports a manager can actually read. For hotels, it posts guest call charges to the PMS automatically.
Why CAS-ia
Call accounting that goes past who called whom.
Generic call accounting stops at a list of calls. CAS-ia knows the difference between a toll-free call and a long-distance one, a busy trunk and an idle one — and, at a hotel, between a guest room and the front desk, and a charge that posted to the folio and one that didn't.
Hospitality-ready, not hospitality-only
Hotels get guest-room call billing, HOBIC and FIAS folio posting, and wake-up audit trails. Offices and multi-site businesses get the same reporting, trunk analytics, and E911 alerting without the hotel extras.
No on-site server
The application is hosted. The only on-property hardware is a lightweight Windows data bridge that streams call records to the cloud in real time — and, at hotels, interfaces with the PMS.
Partner-managed, multi-property
Multi-tenant from day one. Partners configure SMDR, PMS, and ACD settings per property, and see every site they manage from one cross-site view.
How it works
From the phone system to the report, without anyone touching it.
Every call record takes the same four-step path — automatically, and in real time.
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Capture
The CAS-ia Collector reads SMDR output from the PBX as each call completes and streams it securely to the cloud. Multi-leg calls are counted once, not once per leg.
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Classify
Each call is tagged internal, incoming, outgoing, or emergency. Outbound calls are classed local, long distance, international, toll-free, or service code using the site's actual local calling area — not a guess from the area code.
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Rate
Billable calls are priced against the site's own rate plans — base charge, initial period, per-increment pricing, and per-country international rates. Short calls inside the grace period are never billed.
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Post & report
Every call lands in searchable reports and scheduled emails. At hotels, charges also post to the guest folio through the PMS interface and roll into the nightly audit.
Reports
Every call, every way you need to see it.
From a one-glance dashboard down to call-by-call detail. Every report runs on any date range, with one-click presets from today through the last 90 days.
By Extension
Calls placed and received for every extension, with department, total and average talk time, and answer rate. Guest rooms that only receive calls still show up.
By Department
The same metrics rolled up by department — front desk, reservations, sales, engineering — with the number of extensions in each.
Top Numbers & Number Search
Most-dialed numbers and top incoming callers with caller name. Search any phone number by direction — outgoing, incoming caller ID, or the DID it was dialed to.
Trunk Utilization
Call counts, direction, and talk time for every trunk — see which lines carry the load and which sit idle.
Trunk Peak Concurrency
Peak and average simultaneous trunk channels in 15-, 30-, or 60-minute windows, plus the single busiest moment. Right-size SIP and PRI capacity with real numbers.
Unanswered Calls
Every missed call in the period, so callbacks happen and coverage gaps become visible.
Call Detail
Call-by-call records by extension, department, or trunk. Narrow by time-of-day window and call type — internal, incoming, outgoing, or emergency.
- Date presets & custom ranges
- Time-of-day filtering
- Call-type filters
- Save as PDF
- CSV export
- Memorize & schedule
Saved & scheduled reports
Set it up once. It shows up in the inbox on time.
Memorize any report with its filters and re-run it in one click — or put it on a schedule and let CAS-ia deliver it.
The GM gets yesterday's summary every morning. The controller gets last month's department rollup on the first. The telecom partner gets trunk peaks every Monday. Nobody has to remember to run anything.
- Daily, weekly, or monthly — including "last day of the month"
- Rolling date ranges: yesterday, last 7 or 30 days, last week, month to date, last calendar month
- Sent on the property's own time zone
- Any number of recipients per report
- HTML email with the table inline, or a PDF attachment
- "Send now" for an instant copy
Rating & guest billing
Rated correctly. Posted automatically.
CAS-ia classifies every outbound call against the site's real local calling area — looked up by NPA-NXX exchange, not assumed from the area code — and prices it with your own rate plans. At hotels, guest call charges post straight to the folio.
A Night Audit Report goes out every day, even on a day with zero calls, so the front office knows the system is up. The Daily Billing Summary shows local and long-distance counts, charges, and exactly what posted, what's pending, and what failed.
- Local, long distance, international, toll-free, and service-code classification
- Rate plans with base charge, initial period, and per-increment pricing
- Per-country international rates with configurable markup and per-call surcharge
- Adjustable grace period — short calls aren't billed
- Toll-free, 911, 988, and other service codes excluded from billing by default
- Per-property exempt numbers
- Folio posting via HOBIC or FIAS, over IP or serial
- Works with most hospitality PMS systems
Monitoring & alerts
When something stops working, you hear about it first.
Call accounting usually fails quietly — a data link drops, charges stop posting, and nobody notices until month-end. CAS-ia watches the whole path and speaks up.
E911 emergency alerts
The moment an emergency call is placed, an alert email goes out with the site, time, extension, department, and location — down to which phone in a multi-phone suite.
Collector health monitoring
Every site's Collector heartbeat is checked around the clock. If a site goes quiet past its threshold, the partner, the hotel, or both are notified — and told again when it recovers.
Silent-failure detection
If calls are flowing but charges aren't reaching the PMS, CAS-ia flags it. Failed postings raise their own alert, and a PMS keep-alive tests the link end to end.
Also inside CAS-ia
Contact center and wake-up reporting, on the same platform.
Licensed per property, sharing the same users, sites, and reporting tools as call accounting.
ACD / Contact Center
Queue & agent reporting
Six reports — Summary, By Queue, By Agent, Service Levels, Abandoned, and Hourly — show how reservations and contact-center teams are really performing.
- Calls offered, handled, and abandoned
- Service level measured against your SLA target
- Average speed of answer and peak windows
- Agent talk, hold, wrap-up, idle, and DND time
Wake-up Call Tracking
Outcomes & audit trail
Every wake-up call logged with its outcome and its full history, so a guest dispute is settled in seconds instead of a shrug.
- Outcomes: acknowledged, no answer, busy, expired
- Audit trail of every set, change, and cancellation
- Filter by room or by event
- Scheduled email reports for the prior day, week, or month
Architecture
Hosted in the cloud. Connected to your PBX.
The CAS-ia Collector is a small Windows application that runs on-site, captures SMDR and ACD output from your PBX in real time, and streams it to the hosted platform over a secure REST API.
There's no on-site server. No on-site database. No on-site admin console. Just one lightweight bridge that does one job extremely well.
- Currently built for Mitel MiVoice Business — architecture is PBX-agnostic
- SMDR mapping system absorbs PBX, trunk, and carrier variations per client
- SIP, PRI, and analog trunk awareness for accurate caller-ID parsing
- NPA-NXX enrichment for carrier and locality identification
- HOBIC handshake protocol implemented end-to-end
- Live status for every site — Collector heartbeat and data freshness at a glance
- Partner-configurable SMDR, PMS, and ACD setup
See CAS-ia working on a live site.
We'll walk you through the reports, call rating, and alerts — plus guest billing and wake-up audit if you run a hotel. About 30 minutes, no pitch deck.