6110 Reporting for remote agent groups.

[slapin]

I got into a situation when technically everything is working but ACD reporting cannot be processed properly.

Controllers 3300 MXe
SW: 8.0 UR5

6110 SW: 5.1

In this case I have two groups of agents. One group is local and reporting works just fine. Another group is "Overflow1" and set as remote agents group.

Typical SMDR line looks looke this this:

-01/28 10:36A 0000:07:09 T167 006 P418 310 310 <agentID> <SysNum> ANI DNIS

In SMDR options form Network format is enabled and I'm getting following output.

-01/28 10:36A 0000:07:09 X999 005 T<ANI> P418 <remGroupID> <agentID> <SysNum> ANI <remGroupID>

So is there anything I can configure in 6110 to process this kind of calls? In reports I get 0 calls answered by remote group.

 

[Mitelmatt]

So is the remote agent group on another controller?

If you you need to purchase an enterprise node licence from Mitel and add in the second controller in the CCM.

 

[slapin]

Yes, remote group is on another controller.
CCM is licensed for multiple controllers, it ran out of support and kind of outdated, but if upgrade will definitely fix this problem I may consider it.

 

[Mitelmatt]

have you added both media servers (both 3300's) in the Your Site ?

In there are the ports set up to receive the info from the controllers? And IP address correct?

 

[slapin]

oooo, I have created another site for this controller. It might be the reason. I'll check "site" definition in the documentation

 

[Mitelmatt]

ok cool, so you need to programme the CCM to look at both controllers.

Your Site Enterprise in the ccm is where you need to go. Add media server

 

[slapin]

Ok, I moved remote controller from a separate site to my local site. Now it's better, at least it started counting calls in the report. The only issue is that It doesn't separate aget groups, so it appeares that all the calls were answered by group 1.

I couldn't find a formal definition of "Site" in the documentation. I assume it is designed for management of multiple tennants, so you don't need to buy entire package for each user, but just enterprise node licenses.

 

[Mitelmatt]

ok, so you have to add in the agent groups into YOURSITE Configuration to match the programming on the 3300.

Then under reports or real time you can select to monitor the seperate groups etc.

Same for reporting.

As for licencing, you need enterprise licence for connecting to the 3300's and then you by packs of licencing depending on how many agents you want to monitor. There is a place to check how many licences that you have and being used but can't remember off the top of my head where. use the help.

But what you are trying to achieve is fine and is quite a common thing, just a case of getting the programming right

 

[slapin]

Everything is mathched, all agents assigned their group reporting numbers, all queues have their reporting numbers, all controllers licensed for connection to CCM and there is enough agent's licenses. I gave up and just moving everthing to a single controller and will use the second one as resilient, so all agents will be on one or another controller without any "remote groups". Looks like it is just not working with 5.1 of CCM. I will try 7 days trial of CCM 5.5 in lab later on, so will post results.

 

[Mitelmatt]

Def works with anything from 4.5 upwards, got it a couple of sites

Have you got the data streams working to both controllers? Check them through the Network monitor?

 

[slapin]

Yes both controllers reporting SMDR and real-time events to CCM. Event log has records about successfull connection. Contact Center Client dispalays all activities ancluding

Can you give me a sample of SMDR record when a remote agent takes a call? And do you have number of calls taken by local group and remote group in Queue Performance by Month report as Agent Gr1 and Agent gr 2?

 

[Mitelmatt]

I'll have a look see what i can do mate

 

[Mitelmatt]

Just to confirm, you have the paths set up in CCM and both the local and remote agent groups (with agents in) associated with the path in CCM?

In realtime can you see both groups available to take calls for that path and see them actually taking them?

Also, the agent groups have got goup reporting numbers also?

 

[slapin]

Pretty much everthing is in place. BUT when a remote agent takes a call there is no agent reporting number anywhere in SMDR, although in records for local group everything is presented.

When a remote agent takes a call remote group number appeares instead of agent group reporting number. I tried to use this as a reporting number in CCM, but it doesn't work as well.

I see remote agents counted against path as available and see numbers change when agents log-in/log-out.

Actually I feel like this question should be addressed to CCM technical support, so they can review my specific configuration and tell me what I am doing wrong.

 

[Mitelmatt]

Have you got the SMDR options set right in the controller:

Extended Digit Length: Yes if extension/agent more than 4 digits

MCD- Report Transfers - ALL

report Account Codes - yes
Report incoming Calls - yes
Report Internal calls - yes
Report internal Unanswered Calls - yes
Report Outgoing Calls - Yes

 

[slapin]

Yeah, I got this set according to CCM manual. It has a chart with all options explained. Let's put this on hold. I will just eliminate the problem instead of fixing it

 

[Mitelmatt]

ok no probs, but it def works mate, definately something in the set-up there somewhere.

 

[slapin]

I installed demo version of latest CCM and it does the same. So it doesn't make sence to go for upgrade.
In CCM configuration I created queues as associated to answering system where remote agents are connected to. Effectively I have two reports for each queue. Now I can see calls answered by remote agents in a separate report for the same queue. On reports for the system where the actual queue is configured everything is still being dumped into Agent group 1. On other hand If I remove remote agents from association with a queue on primary system and assign them to a fake queue on their home node, I can separate them in "Queue Performance by Agent" report. Not perfect but much better then I had it initially.

So any suggestions how to improve this would be greately appreciated.

 

[Mitelpassion]

is your second media server configure to be agent group or enterprise node?

not sure if this was avail in 5.1
right now there is a queue gw node, agent gw node and enterprise node..

 

[slapin]

It is enterprise node.
It is available option to change it to Agent/Extension gateway or to Queuing gateway.

Could you in simple words describe each option functionality?