a real newb question re 800# traffic 1

[Jaffey]

I have an 800 number pointing to an ACD queue. I need to find out how many calls it gets each day.
1) What is the command for seeing yesterday's traffic
2) Can I pull a 7 day summary?
3) Is there a command to tell me how many calls a single extension received (ACD or otherwise)

We have a call accounting system but ACD calls don't get captured.

 

[Johnthephoneguy]

The PBX itself does not store any of this info, you will have to manipulate your Call Accounting system or do something different.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[hawks]

You can also check with your carrier alot of them now offer 800# reporting.

 

[Jaffey]

I was hoping that it might store at least a days worth of records...I can get the 800 traffic cd's but they won't show the detail I was hoping for...so there's no buffer at all in the 81C?

 

[Johnthephoneguy]

Not for call details no, no buffer.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[Jaffey]

is there any way to see how many calls have gone through an ACD queue in the last hour? last day?

 

[LeeMcCauslin]

Do you have any extra software at all? OTM? How are you connecting to your switch?

In OTM Telecom billing module, I have a report emailed to my call center manager that shows all incoming and outgoing calls to everyone in his ACD group (About 25 agents in all) - I use the OTM scheduler module to automataically collect the data that is being sent to a file on the PC, cost it to make the info available to the reporting module, run the report generator and put the info into a RTF file and send it as an attachment via email. Naturally, yo umay not need to do all that but you must have something(PC, Buffer box) to collect the data on in order to see it.

If all you have is a console you could still hook a printer up to one of your switch's ports and have it print the ACD calls all day - better have lots of paper and ribbons if it's a busy group.

 

[Johnthephoneguy]

What call accounting system are you using?

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[LeeMcCauslin]

All we have is OTM. The Telecom Billing System module is part of that but I don't know if it was an add-on part or something that just came with the switch - We just upgraded to the newest OTM but it looks the same as the one we've always had. I am still working the bugs out of my scheduling part - Manual reports work great but the auto report seems to depend on a lot of weird, obtuse settings to work every day and nothing is very intuitive. If it weren't for the VT overlay pass-thru to program the switch, I'd chuck the whole thing but this is what I'm stuck with. Still, better than nothing but console.

Also, we do not actually use it for billing - that's just the module where reporting is. We are not a hotel that has to bill rooms or anything like that. I just use it for reporting what calls came to or went out of what extensions.

 

[informidicate]

You can set up a scb in ld 23 and configure a tty port
as an acd printer and have the reports dump out on a printer or to a capture file on a pc.

 

[Jaffey]

if I set up a printer like that, can I pull an actual report or is it just dumping records? I would like to pull something at the end of the day showing the day's traffic.

 

[Johnthephoneguy]

It is just dumping records. If you send it to a PC and use a procomm type of program to capture it, you can go through and sort the data then. It's not an ideal way of doing it but it works and its cheap.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[spotless]

I have looked at RSI ACD Reporting that formats the data into reports. It is nothing earth shattering but works pretty well.

I have also looked at MerACD. It is similar in functionality.

S16

 

[Telecomlady]

In think in OTM you have to setup the toll free numbers in order to do reporting. Lots of carriers have reporting that are easy to use. Also adding another tty port to print data to a file would work to I would think.

 

[johnpoole]

here's a work around that i have used.. i use an idc to point that to a new maxp 1 acd and ncfw that back to the actual acd group.. then i can look at the acd reports for that acd and it will show the exact number of calls that hit that 1800.. then you can look at the stats for the actual acd to see the comparison between 1800 and non-1800 calls.. cleaner faster and takes 3 minutes to program... not a bad work around... i only share the easy ones on friday

john poole
bellsouth business
columbia,sc

 

[jffrylewis]

Thanks Johnthephoneguy. I'll save that info