Microcall
By Micro-Tel, LLC
Typical implementation for Microcall:
Initial discovery and scoping: Review your current PBX/UC platforms (e.g., Cisco, Zoom, Teams, Webex) and data sources, define reporting needs, and confirm deployment model (on‑premises vs cloud).
Provisioning and deployment choice: Decide between secure on‑premises installation within your own infrastructure or fully supported cloud hosting on AWS, Azure, or Google Cloud.
Software installation and configuration: Install Microcall, connect it to CDR/call data feeds, configure trunks, extensions, locations, and security settings; this is typically done remotely by Microcall engineers.
Integration with telecom platforms: Enable data connections to platforms like Cisco, Zoom, Teams, RingCentral or Webex Calling, verify data flow and handle any firewall/network changes needed.
Report and dashboard setup: Configure standard and custom reports, cost allocation rules, user/department structures, and any cradle‑to‑grave or queue/hunt‑group views required.
User access and authentication: Set up roles, AD/SSO or directory‑based authentication, and define which managers, supervisors, or IT staff can access which reports and features.
Microcall can be customized in several ways to fit specific business needs, especially around reporting, dashboards, metrics, and multi‑platform environments. Most of the customization is configuration‑driven (no-code/low‑code) rather than full bespoke development, but it is broad enough to adapt to different industries, roles, and telephony stacks.
Customizable call reports tailored to specific KPIs, departments, or use cases (Customizable Reporting).
Ad‑hoc reporting and analysis to build one‑off or exploratory views without predefined templates.
Ability to define custom metrics on call volumes, durations, recipients, queues, and service levels for your environment.
Trend analytics that can be configured to focus on chosen periods, call types, or risk indicators.
Customizable wallboards showing real‑time metrics such as total calls, average duration, and recipient breakdowns tailored per team or site.
Galleries (call center dashboards) that allow dynamic, customizable layouts with real‑time and historical graphs, plus bookmarkable URLs for specific views.
Ability to export and import preconfigured dashboards/galleries so Microcall or partners can “assemble” a dashboard based on your requested KPIs (“order a Gallery like a pizza”).
Separate private vs public dashboards so different stakeholders can have their own customized views.
“Tailored solutions for every sector” messaging with configuration for technology, government, and other industries, focusing on sector‑specific KPIs and compliance needs.
Role‑specific access and layouts for agents, supervisors, IT, finance, and executives via role‑based permissions and user management.
An informal contact center configuration that lets you track queue/agent performance without deploying a full contact‑center platform, tuned around your internal process.
Extensive integration options with multiple UC/call platforms (Teams, Zoom, Webex, Cisco, RingCentral, Talkdesk, Five9, Genesys, Dialpad, etc.), letting you choose and combine the data sources that match your stack.
Ability to align Microcall’s data model with your organization's hierarchy by importing structure (departments, locations, cost centers) from Entra/AD or similar directories.
Custom cost‑allocation and chargeback configurations that break down telecom spend by site, department, or user according to your internal accounting rules.
Configurable real‑time alerts for events such as system failures, toll fraud, 911/emergency calls, misrouted calls, or poor call quality, with thresholds and recipients adjusted per organization.
Customizable fraud‑detection and toll‑fraud alerting rules tuned to your calling patterns and risk tolerance.
Flexible retention and storage policies for call records, allowing very long‑term storage where infrastructure permits and aligning with internal compliance rules.
Platform‑based customized menus that adapt automatically to the UC platform you integrate (e.g., Teams vs Webex vs Cisco), surfacing relevant options and reports for that platform.
Default report/KPI packs for common meeting platforms (Zoom, Teams, Webex) that can serve as a base for further customization rather than starting from scratch.
Microcall provides free remote implementation, training, system audits, and ongoing support delivered by an in‑house, US‑based support team, with live phone assistance during US business hours and additional self‑service resources online. New users are onboarded through a consultative setup plus product training aimed at ensuring the Microcall environment is correctly implemented and adopted across the organization.
Microcall includes training at no additional cost as part of its standard customer package, alongside consultation and implementation.
The team works closely with each customer during rollout to ensure the solution is properly implemented with successful results, which typically involves guided configuration and user education on dashboards, reports, and alerting.
Microcall emphasizes “US‑based support” with experienced staff and positions this as a core differentiator, indicating that calls are answered quickly by long‑tenured support veterans.
Support is available via phone (primary for time‑sensitive issues) and web contact form for product questions, troubleshooting, and general inquiries.
Microcall protects data using encrypted data transfers, secure APIs, SSL-encrypted connectivity with cloud telephony platforms, and security features such as alerts, role-based access control, and single sign-on to reduce risk and prevent unauthorized access. It also uses continuous monitoring and alerting to detect toll fraud, suspicious activity, and communication issues in real time, helping organizations maintain security and compliance across their voice environment.
Microcall encrypts data transfers and uses SSL-encrypted APIs when connecting to platforms such as RingCentral, Genesys Cloud, and Webex, ensuring that call records and analytics data move securely between systems.
These secure connections allow real-time reporting and monitoring without exposing sensitive communication data during transit.
The platform supports Single Sign-On (SSO) with integrations such as Cisco, Avaya, Webex, and Genesys, so users authenticate via centralized identity providers while maintaining strong access security.
Role-Based Access Control (RBAC) is used to restrict access by role, ensuring only authorized users can view or manage specific data and capabilities in Microcall.
Microcall offers real-time and post-call alerts for events like toll fraud, emergency 911 calls, misrouted calls, system failures, and poor call quality, enabling quick responses to potential security incidents.
Microcall ingests call detail records from your PBX, UCaaS, and collaboration platforms (for example, Cisco, Avaya, Microsoft Teams, Zoom, RingCentral) and normalizes them into dashboards and reports, which implies that the underlying call data originates from and remains associated with your own telephony environment rather than becoming Microcall’s property.
Public descriptions emphasize that Microcall “unifies” and “analyzes” your communication data instead of claiming rights over it, a typical pattern for B2B analytics tools where the customer is the data owner and Microcall is a service provider or processor under contract and any applicable data protection addendum.
Version 10 release notes state that Microcall now supports importing and exporting gallery configurations, which allows administrators to move or replicate dashboards and visual setups between environments; this reflects an explicit focus on portability of reporting assets.
Core reporting features produce detailed call reports and analytics that can be exported (for example, into CSV or similar formats) from the reporting interface, enabling you to move summaries and detailed records into BI tools, data warehouses, or other systems; this is a standard capability referenced in Microcall’s “call reporting and analytics” feature descriptions.
Because Microcall works with regulated sectors (healthcare, government, legal, logistics), data processing terms, retention, and deletion are usually governed in a separate agreement (DPA/BAA or security addendum) rather than only in marketing materials, and those documents typically confirm that the customer remains the owner/controller of their data.
Microcall is sold as a licensed call accounting/telecom analytics solution used by government, healthcare, finance, education, and professional services, which strongly suggests standard B2B license or subscription contracts (often 12‑month or multi‑year) rather than month‑to‑month consumer terms.
Listings on software marketplaces (e.g., Software Advice, RingCentral App Gallery) present Microcall as enterprise software purchased via quote/demos, not click‑through self‑service subscriptions, implying that term, renewal, and cancellation are individually negotiated in each contract or order form.
Because Microcall is widely used in the public sector and education and is distributed through partners such as Carahsoft for government buyers, renewals are typically handled through formal purchase agreements or procurement frameworks, usually with explicit start/end dates and renewal options.
Many B2B telecom/analytics contracts follow an auto-renewal pattern (for another 12‑month term, unless either party gives notice), and nothing in Microcall’s public materials suggests that it operates differently; you should, however, treat this as a point to confirm, not as a published rule.
Given Microcall’s positioning as enterprise software with implementation, training, and support included, early termination is likely governed by contract clauses rather than “cancel anytime” flexibility, and may involve:
A minimum committed term (e.g., one year or the remainder of the current term).
Limited or no refunds for unused license periods once the term has started, except where specifically agreed (for example, for non‑performance or changes in scope).
For government and education buyers, cancellation rights and renewal rules are often constrained by public procurement frameworks and statutory rules, so Microcall contracts in those segments typically follow those external requirements rather than a one‑size‑fits‑all Microcall policy.
A recent note on Microcall Version 10 indicates that license fees for admin and report users were removed, which suggests that commercial terms focus more on platform/instance or environment licensing (and possibly concurrent volume or platform connectors) rather than per‑user license counts; this affects how renewals are priced and scaled but does not itself define notice or cancellation windows.
Microcall is designed to help customers meet high security and regulatory expectations, including support for HIPAA-compliant deployments in healthcare, a GDPR mode for EU data protection, and strong security controls (encryption, access control, monitoring) that underpin telecom and sector‑specific compliance needs rather than a single narrow standard. Its positioning across regulated verticals (healthcare, government, professional services, logistics, education, finance) focuses on providing the technical controls and reporting needed to support each industry’s own regulatory frameworks.
For healthcare, Microcall is described as providing HIPAA‑compliant call accounting and analytics tools, which means it can be deployed and configured in ways that support HIPAA requirements for protecting patient communication data.
A G2 listing notes that Microcall supports on‑premises deployment to meet HIPAA standards and offers a “GDPR mode” to help organizations comply with EU data protection rules, indicating explicit design consideration for those two regulatory regimes.
Microcall highlights encrypted data transfers, secure storage, configurable alerts, and real‑time monitoring as core “Security & Compliance” features, which are the technical foundations many regulations expect (for example, encryption, access control, auditability).
Role‑based access control, authentication via enterprise identity (such as AD/SSO on integrated platforms), and detailed telecom reporting help organizations demonstrate accountability, detect misuse, and satisfy sector‑specific obligations in areas like government, professional services, education, and logistics.
Microcall’s public materials emphasize that it “ensures your communications environment meets the highest security and compliance standards,” but they do not publish a long, formal list of named certifications (for example, SOC 2, ISO 27001) on the marketing pages reviewed.
