AAM Caller Application Reports

[jomontoya]

Hello-

Aura 7, AAM 6.3

New Aura 7 user. I just built my first Caller Application in AAM. Our organization does not use automated attendants of any sort and this is our first "information line". The applications goes live in a couple of weeks.

Is there a method to capture or report usage on this new caller application?
I would like to be able to show our administration, how much the line was used, how many times callers listened to menu items versus transfered to a representative. Show them it was or wasn't effective.


Thank you for your time,



john-

 

[joe2938]

If it routes 1st to a vdn then yes

 

[jomontoya]

joe2938-


No, right now it's just an extension with a 1 ring coverage path directly to messaging.
If I can change this for a VDN, then what is the process to monitor the calls?


Thanks for you help,

john-

 

[kyle555]

Well, you can report on how many calls went into a VDN. I guess it depends on what you're trying to do.

Is there any reason you're tied up on using a caller application?

What if you just used VDNs and vectors with choices and those choices led to be routed to other VDNs for those steps. You could do some basic reporting on those and build some basic stats that way. I'd think that might be a way to get some reporting on choices people made. I don't think caller applications have that type of reporting built in - that's more of a big level IVR kind of feature to get a report like "30% of callers give up at the 4th level of phone hell and quit and just keep hitting 0 till they can speak to a human

 

[jomontoya]

Kyle555-


No reason at all for using the caller application, other than it seemed to be a more streamline method.
It just seemed like I would have to create a boatload of vectors to create the same thing.

It's just a simple 6 stop information line.
* Greeting
* Menu / press 1 for blue thing info, press 2 for green thing info... or press 8 to speak with a representative.
- then I would have to build a vector to play each recording.

I started with a VDN / vectors and still have the framework in place - and since I have about 10 days before it goes into production, I can continue with building the vectors.

Can you point me in the right direction, in regards to reporting on the VDN/vectors??
Always open to learning... and reading... and more reading... hahaha-


Your time and help is appreciated.

thanks,
-john

 

[kyle555]

Sure.

Set your VDN "measured" to internal, then try a "list bcms vdn 1234 day" and see what happens. If you have basic vectoring, you probably have the internal reporting enabled. There's a product called BCMR that basically runs those commands and dumps to a little database if you want, but for the most part, you should be able to set those things like vectors, vdns and hunt groups to internally measured and run the commands yourself.
If you make every step route to another VDN or vector based on choice, you can do the math yourself. It's not exactly scalable, but it'll work.

 

[jomontoya]

kyle555-


This is great information. I never knew about BCMR.
I'll definitely continue the VDN and run some tests on it.

Worst case- I have the caller app in place,ready to throw into production, but without results - it's just an empty tool.
I need some sort of reporting on this and for future department bill backs too.

I'll get working on it this week and get back to you with some updates.


Thanks again,

john-

 

[kyle555]

This is your friend:

https://downloads.avaya.com/css/P8/documents/100010174

the flow out stat tells you when things went to another vdn - so front-ending everything with a vdn (like route to extention 101) in your steps and counting every VDNs calls + the flow outs and other VDNs calls, you can put together a decent picture.

Easy to get in the weeds when you have a lot that cross-reference, but if you keep it simple, you can probably put it together piece by piece.

Just try changing a vdn to "int" for "measured' and if you can list bcms vdn, you're good to go.