Thursday, November 29, 2012

RSI Will Be Attending Avaya Evolutions 2012 - Ottawa

AVAYA Evolutions


Evolutions is an annual event hosted by Avaya designed to inform and inspire business decision-makers, IT managers, and line-of-business end users. This event features industry and thought leaders focused on transformative business results related with collaboration, customer care and networking technologies. It is held in multiple locations.

Come visit RSI at the event. We have several new communication management solutions exclusively for Avaya IP Office. Find out how we can work with you!

Resource Software International Ltd. (RSI)

Thursday, November 15, 2012

RSI Attending Avaya Evolutions 2012 in Toronto

Evolutions is an annual event hosted by Avaya designed to inform and inspire business decision-makers, IT managers, and line-of-business end users. This event features industry and thought leaders focused on transformative business results related with collaboration, customer care and networking technologies. TORONTO – NOVEMBER 20TH , 2012

Check out our DevConnect Avaya Compliant Solutions
Resource Software International Ltd. (RSI)

Tuesday, November 6, 2012

RSI Attending the ShoreTel Champion Partner Conference

Date: Wednesday, November 07, 2012 All Day - Friday, November 09, 2012
Location: Orlando, FL, USA

ShoreTel Champion Conference that will be held Nov 7-9th in Orlando, FL. ShoreTel will debut their latest technology and provide an overview on their direction for the coming year. The conference will also provide attendees with opportunities to strategize with ShoreTel executives and educate themselves for greater growth potenital.

Thursday, October 25, 2012

Call Accounting and Mobile Tracking is More Important Than Ever

Cellphone billing errors routine, telecom watchdog finds

The Canadian Press
Posted: Oct 25, 2012 8:16 AM ET
Last Updated: Oct 25, 2012 8:14 AM ET

A telecom watchdog group says routine errors on cellphone bills continue to be a major headache for consumers, who often complained they were charged too much. A report by the Commissioner for Complaints for Telecommunications Services finds consumers also say they weren't given discounts or credits promised or their contracts didn't reflect the services they thought they were getting. The non-profit group helps settle disputes between consumers and telecom service providers. It handled almost 11,000 complaints for 2011 to 2012, a 35 per cent increase from the previous year. The complaints included wireless, local phone and long distance and Internet services. For the last three years, complaints about cellphone services have made up more than half of the telecom services complaints, a hot button issue for consumers. "The No. 1 complaint is what I will call routine billing errors related to regular service," said commissioner Howard Maker, who released his annual report Thursday. "Wireless tends to be a complaint generator," Maker said.

Little accountability

Maker said a national code of conduct for Canada's wireless providers should eventually help lower complaints. "We think it will set minimum standards for service provider conduct and will clarify rights and responsibilities." The Canadian Radio-television and Telecommunications Commission has asked Canadians to help draft the code because consumers have said their monthly contracts are confusing and the terms and conditions can vary greatly from one wireless company to another. This year, more than 60 per cent of the complaints to Maker's watchdog group were about wireless services, which face numerous technological changes, he said. "I often think the technology guys and the marketing guys get ahead of the customer service folks. So it's difficult for the customer service folks to convey all of the information that consumers need in a timely way and in an accurate way." Maker also noted that his group solved 90 per cent of the complaints it received and said sometimes the solutions were glaringly obvious. Some of the solutions were so simple that "you kind of scratch your head" and wonder why customers couldn't get any satisfaction, he said. "We see so many complaints that could have been avoided, in our view, with a little extra care provided by the service provider at first instance."

Confusing contracts

The second-biggest complaint was clauses in consumers' cellphone contracts, known as terms of service, which includes such things as early termination fees, the report said. That underscores that consumers need to understand their contracts, Maker said. The watchdog group also received complaints about lost smartphones and if consumers needed to keep paying their monthly contracts.
Consumers aren't off the hook and need to be aware of their responsibilities and options, Maker said.
"Losing your device is not a basis to stop paying your monthly fees," he said. "Although we understand customers' frustration with having to pay for a service that they can no longer use, the physical protection of a customer's device is not the service provider's responsibility," the report adds

The need for call accounting.

The report also found that local telephone service and Internet service were No. 2 and No. 3 in generating complaints. The main complaint with these services, again, was billing errors, Maker said. Complaints about Internet services also include disputes about usage caps. Maker said 178 telecom service providers and brands participate in the group's dispute resolution process. The group is an independent, industry-financed body established by the federal government to resolve consumer complaints against telecom companies.

Tuesday, September 25, 2012


Evolutions is an annual event hosted by Avaya designed to inform and inspire business decision-makers, IT managers, and line-of-business end users. This event features industry and thought leaders focused on tr
ansformative business results related with collaboration, customer care and networking technologies. It is held in multiple locations. To see other Evolutions locations across The Americas.

Thursday, November 1, 2012


Schaumburg Convention Center
1505 Thoreau Drive North, Schaumburg, IL


7:30 am Registration & Expo
8:30 am Industry analyst, General Session
11:00 am Breakouts, Lunch, Expo
1:00 pm Case Studies, Breakouts, Expo
3:30 pm Keynote speaker
5:00 pm Expo, Reception, Prize Drawing

Tuesday, August 14, 2012

RSI Unveils Avaya DevConnect Select Products

Founded in 1990, Resource Software International Ltd. (RSI) is a leading developer, manufacturer and distributor of a broad range of total unified communication management solutions for every enterprise. RSI specializes in harnessing telecom metrics to track, monitor and manage the performance of network facilities resulting in a more dynamic, responsive and productive communication ecosystem. We offer a wide range of products including call accounting, hospitality management, real-time dashboard, CRM integration, presence console and mobile tracking.
As of August 5, 2012, RSI is partnering with Avaya DevConnect to bring some of our most popular Avaya Compliant solutions to Avaya customers.  RSI and Avaya have selected three core solutions as primary offerings including Shadow CMS Enterprise, Revolution Web Call Accounting and Shadow Real Time Dashboard.  These products are deemed Avaya DevConnect Select Products and orderable using Avaya part numbers from Avaya and Avaya Connect Partners. 
RSI Avaya Business Partners that require our complete spectrum of total unified communication management solutions are encouraged to continue contacting us directly.   This added Avaya DevConnect Select Products layer allows Avaya Connect Partners the freedom to choose the best way of doing business with RSI.  Contact us about our entire Avaya Compliant offerings portfolio, heritage Nortel compatible products and/or multi-vendor solutions.
For more information, visit

Wednesday, July 25, 2012

Shadow CMS Enterprise Call Accounting Adds New Traffic Reports for Avaya CS1000/M1

Resource Software International Ltd. (RSI) is an Avaya DevConnect Partner that offers Avaya Select Partner Products, Avaya Premier Partner Solutions and Avaya Compliant applications.   In keeping with its promise of continued development for all Avaya platforms,  RSI is offering previously unavailable traffic reports for  Avaya CS1000  and Meridian 1.

Monitoring network performance is critical in every line of business.   Shadow CMS produces statistics for trunk usage, grade of service, all trunks busy and peak or busy hour analysis.  Shadow CMS pinpoints over or under capacity environments and assists in determining best available services.  By utilizing the TFC002 data generated by each CS1000/M1 trunk group, customers can use Shadow CMS to monitor trunk usage and determine All Trunks Busy (ATB) conditions during specified reporting periods (specific days, any defined period during the day, every hour or half hour). These new reports will be made available with RSI’s Attendant Console Reporting module, which also includes the Customer Console Measurements and Individual Console Measurement reports.

Tuesday, July 17, 2012

All-in-one Communication Management Bundle

RSI now offers communication managers a complete set of tools necessary to track call volumes, identify patterns, analyze peak time utilization and monitor system efficiency. These tools are essential in making timely and meaningful decisions regarding the health and performance of your communication ecosystem.

Active Management

The active management call accounting module is a comprehensive, flexible, feature rich, accounting and reporting solution. The revolutionary user interface makes monitoring internal, inbound, outbound and cradle-to-grave telephone activity intuitive for novice to expert users. Most environments can install this application on an existing non-dedicated computer.

Real Time Display

The real time display module is a browser based multi-platform dashboard that monitors and analyzes data from call center, voice mail and call detail logs. It enables administrators to manage their communication infrastructure as events happen. Various groups, graphical widgets and triggers can be defined to pinpoint and highlight specific areas of concern.

Historical Call Center Management

The historical call center reporting module breaks down the call center and hunt group data into easy-to-understand reports. Managers are able to spend more time overseeing operations, managing their human resources and less time trying to interpret complex data streams. Recurring reports can be scheduled to run hands-free in both detail and summary formats. Queue and Hunt Group call volumes can be broken out by the hour. Robust filtering and export options ensure that the relevant information is being provided to the
appropriate parties.

Contact RSI Sales for a quotation:
Or call us for more information:   905 576-4575

Tuesday, May 8, 2012

RSI to Present Avaya SMEC Premiere Partner Solutions at IAUG 2012

OSHAWA, Ontario., May 9, 2012/World News Text Ltd./ - Resource Software International Ltd. (RSI), a leading provider of total unified communication management solutions (TUCMS) for every enterprise, today announced that its popular management solutions Shadow CMS Enterprise, Shadow Real Time Dashboard and Revolution Web Call Accounting were recently recognized as Avaya SMEC Premiere Product Solutions. Avaya is a global leader in enterprise communications systems, software and services. These applications are compliance-tested by Avaya for compatibility with Avaya IP Office 8, the company’s unified communications solution for small- and medium-sized businesses.  Additionally, RSI offers these solutions for several other platforms.

RSI will be demonstrating these newly accredited solutions at the International Avaya Users Group (IAUG), May 20-24 in Boston, MA. IAUG Global Education Conference 2012 will provide Avaya users with access to industry leadership, IT experts, peer networking, over 200 content-rich educational sessions, and more than 130 partners exhibiting the latest technologies.

RSI is honored to be recognized among the select few Avaya Devconnect Technology Partners that have been recognized for their unique premiere solutions. We continually develop our solutions to meet the high standards of interoperability with Avaya products“, said Rito Salomone, President, RSI. “We are delighted that some of our most popular solutions have been granted such visibility and accreditation.”

Resource Software International Ltd. (RSI) is a member of the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network. As a key Technology Partner of the program, RSI is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

The RSI booth will feature live demonstration of our complete spectrum of Avaya Compliant Solutions.   Managers can recognize huge savings by utilizing RSI solutions and a systematic approach to communication management.  Visit us at IAUG booth #1105.
About  Avaya DevConnect
The Avaya DevConnect Program provides a wide range of developer resources, including access to APIs and SDKs for Avaya products, developer tools, technical support options and training materials. Registered membership is free to anyone interested in designing Avaya-compatible solutions. Enhanced Membership options offer increased levels of technical support, compliance testing, and co‑marketing of innovative solutions compatible with standards-based Avaya solutions.
About Avaya SMEC PPS
The Avaya Small and Medium Enterprise Communications (SMEC) Premier Partner Solutions (PPS) Program brings best-in-class developer partners with innovative solutions for Avaya IP Office into a more collaborative alliance with Avaya SMEC. This collaborative relationship helps enhance the Avaya IP Office platform by allowing better innovation of third-party solutions.
All DevConnect partners in the SMEC PPS Program offer compliance-tested products that enhance customer productivity. Partners are selected based on how well their solutions solve customer communications problems when packaged with the Avaya IP Office platform
About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit
About Resource Software International Ltd. (RSI)
Founded in 1990, RSI develops, manufactures and distributes total communication management solutions for small to medium and large enterprise organizations. It offers a wide range of products including call accounting, hotel/motel billing, healthcare management, real-time dashboard, contact center reporting, switch administration, emergency notification wireless/mobile tracking, CTI applications and cloud-based telecom services. RSI offers organizations the training and resources they need to determine the health of their communications ecosystem.
The RSI call management portfolio spans a broad range of industries including retail, education, tourism, brokerage, professional, hospitality and healthcare as well as government. It also provides unique integration to hotel property management systems, emergency notification and professional accounting packages.
Headquartered in Oshawa, Ontario, RSI has distributors in Australia, New Zealand, Asia, Europe, South America, United States and Canada.
For more information, visit

Thursday, May 3, 2012

Visual Rapport CRM Integrator for Cisco CallManager

RSI is proud to announce compatibility of its lead CRM integration middleware application Visual Rapport Integrator with Cisco CallManager.   Visual Rapport CRM Integrator provides seamless screen pop integration and click-to-dial functionality for customers using third party database or contact management applications.   The product is easy to deploy using TAPI which is available free on all supported versions of Cisco CallManager.

Visual Rapport CRM Integrator can reside on a virtual system and will perform seamlessly in terminal services environments.   The software can be managed from a centralized server and updates can be remotely pushed to clients.   The software can be deployed in minutes.

We develop scripts and integration for virtually all major commercial database systems.  Our professional services can also create custom drivers for proprietary in-house systems.   As an example, a travel agency with a proprietary customer database could use Visual Rapport to receive screen pops at every agent’s desktop and access the details of each customer’s travel plans from their database.

Visual Rapport CRM Integrator is available for most TAPI compliant communication servers.   Consult RSI for details on compatibility with Avaya, ShoreTel,  Digium  and other systems.

Cisco TAPI Requirements
Microsoft Windows XP/2003/Vista - 32bit: Cisco CallManager v4.2+
Microsoft Windows 7 - 32bit: Cisco CallManager v7.1.3+
Microsoft Windows 7 - 64 bit: Cisco CallManager v8.5+
Compatible Telephony Service Provider (TSP).   (32 or 64bit)

TAPI is free on all versions of the Cisco CallManager.


Friday, February 24, 2012

RSI Sponsors the Avaya Partner Community Council (PCC)

PCC Spring Conference

February 27- March 1, 2012
Chantilly, VA

What is PCC?

The Partner Community Council is a forum of Avaya authorized partners and Avaya employees, working to leverage the powerful synergy across Avaya comprehensive Enterprise Solution set.

Why attend the PCC conference?

•Speakers will share up-to-date information about products and services as well as Avaya's corporate direction and goals.
•This is a great opportunity to interface directly with Avaya executives.
•The conference allows you to work with peers from other channel partners, who experience common challenges, to jointly resolve issues, make improvements and share best practices.

About RSI

Resource Software International Ltd. (RSI) is internationally recognized as a leading provider of a complete line of total unified communications management solutions (TUCMS) for every enteprise.
Founded in 1990, RSI believes in leveraging leading edge technologies to provide concrete tools for information managers. We believe communication is the key to a world that demands instantaneous results. We develop, manufacture and distribute communication management applications for: call accounting, real time dashboard, computer telephony integration, screen pops, desktop productivity, toll fraud, emergency and event notification, hotel and motel billing, mobile tracking, traffic analysis, carrier comparisons, rebilling, facilities management and equipment billing. We also provide a number of managed services and SaaS solutions including invoice analysis, rebilling and cloud based call accounting.

We pride ourselves in providing the very best dynamic cost-effective, user-friendly solutions that can be offered to all businesses. We provide robust interoperable solutions to customers of virtually any communication equipment provider. Channel partners and customers now have the option of selecting a call accounting system that has been lab tested in many popular environments. We offer true seamless integration for multi-vendor environments.

Our call management portfolio spans a broad range of industry sectors including retail, government, education, tourism, brokerage, professional, healthcare, hospitality and general business environments. In vertical markets, we provide unique integration to hotel property management systems and professional accounting packages.

Our customer installations include small to medium (SMB) and large enterprise organizations. Our dealer network includes major telephone companies, SIP/IP and PBX switching manufacturers, interconnects, equipment vendors, healthcare providers, hotel and motel management companies, alternate long distance providers and consultants.

Our distributors span the globe with offices in key markets including Australia, New Zealand, Asia, Middle East, Europe, United States and Canada. RSI has installations in over 80 countries.

Visit our website