Account or Reason code while on an ACD call 1

[mjoetech]

I have an older CM 2.0, with Avaya Call Center 5.0.

I was asked if I can tag a call (with something like a 2 digit code) while on a call. This would tag this call as a possible sale; such as if I was on the call and I have a commitment from the customer, I can then press something like "01" which means a commitment to pay. A code like "02 would be a strong possibility of a sale, etc..

They want to know if this can then be produced with the proper attached code in the BCMS report?

does anyone have any ideas how I can accomplish this?

Thanks!
Joe

 

[AvayaTier3]

stroke-cnt" and "work-code" buttons can be used with CMS


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[mjoetech]

Thanks Tier3, Can you tell me what a "stroke-cnt" does? How it is programmed? Thanks!

 

[AvayaTier3]

07_600779_1.pdf

Avaya Call Center
Release 4.0
Automatic Call Distrubution (ACD) Guide

Buttons programmed on voice terminals
"stroke-cnt"
"work-code"

stroke-cnt 0
Agents press this button to report a call with poor transmission quality to CMS.
The message the communication server sends CMS includes the agent's
extension, the trunk being used, and the time of day the trouble occurred. This
information is reported in CMS exception reports and is useful for
trouble-shooting trunk and extension problems.
For more information, see Avaya CMS Administration.

Stroke count button 0 is used for reporting audio difficulty.

Hunt Group - Forced Stroke Count or Call Work Code
Timed ACW Interval
--------------------------------------------------------------------------------
As many as nine STROKE COUNT buttons can be assigned. Agents press these
buttons to record call events of interest. CMS records and reports stroke-count
information. Stroke count button 0 is reserved for audio difficulty.
--------------------------------------------------------------------------------
Stroke counts
Stroke counts allow you to record in CMS the number of times that a particular
customer-related event occurs. For example, agents could press a button each
time a customer requests information on a certain item.

Stroke counts are reported to CMS in real time. The system does not store stroke
counts. Use stroke counts only when CMS is connected and you have defined ACD
splits/skills to be measured by CMS.

Stroke counts allow agents to record up to nine administrator-defined events on
a per-call basis. You can assign 10 Stroke Count button types. Stroke Count 0
is reserved for tracking Audio Difficulty or poor transmission quality.

For troubleshooting purposes, CMS records the equipment location of the trunk
that the agent was using when he or she pressed the Audio Difficulty button.
Make sure that agents are aware that pressing this does not improve audio
transmission quality.

To enter a stroke count, an ACD agent presses a Stroke Count button while
off-hook. The system validates that the agent is either active on an ACD call
or in the ACW mode for an ACD split or skill. If yes, the feature lamp lights
steadily for two seconds to indicate activation and the stroke count is sent to
CMS. If not, the feature lamp flutters and no message is sent.
--------------------------------------------------------------------------------
Call work codes
Call work codes are up to 16-digit sequences that ACD agents enter to record
customer-related information. You define the codes for your site. Codes that
agents enter are sent to CMS for storage for splits/skills measured by CMS and
only when the link to the CMS is up. Agents must have multiappearance phones
(for example, Callmaster) to enter call work codes.

To enter call work codes, the agent must be off-hook and either:
- On an ACD call
- In ACW mode after disconnecting from a call while in Manual-In mode remaining
off-hook
- In Timed ACW after disconnecting from a call while in auto-in mode
- In auto-in mode and pending for ACW mode

The sequence of event is as follows:
1. The agent select Call Work Code (CWC) button.
2. The CWC lamp lights steadily and a C: prompt appears on the agent's display.
The agent must wait for the ready indication before entering the call work
code or the caller hears the touch-tone digits being dialed.
3. Agent enters up to 16 digits on the dial pad. The agent can press * to erase
digits.
4. The agent presses # to send the code entry to CMS.
5. The Call Work Code lamp goes dark and the display returns to normal.
6. If the agent presses any feature button or hangs up during digit collection,
the code entry is cancelled and data is not sent to CMS. The CWC lamp goes
dark and the display is cleared.

Call work codes may be used by as many as 100 agents simultaneously. If 100
agents are simultaneously using this function, and another agent attempts to
enter a call work code, the agent receives a display message to try again later.
--------------------------- ----------------------------------------------------
Forced entry of stroke counts and call work codes

You can administer a split or skill so that agents must enter a stroke count
and/or a call work code before becoming available for another call using
Manual-In mode.

Note: Multi-appearance phones or an attendant console are required for agents to
enter stroke counts or call work codes.

To enter a stroke count and/or call work code, the agent must be on a call, or
in ACW mode after releasing a call in Manual-In mode.

After releasing a call, the agent automatically enters ACW mode and cannot
return to Manual-In mode until entering a stroke count or call work code. If the
agent presses the Manual-In button or FAC before entering a stroke count or a
call work code, the Manual-In lamp flutters or intercept tone is given.

Once the agent enters a stroke count or call work code and presses the Manual-In
button or FAC, he or she returns to Manual-In mode and the Manual-In lamp lights

Any of the agent's splits/skills can have Forced Entry assigned. If the agent
goes into Auxiliary Work mode in any split or skill, the Forced Entry
requirement for all other splits/skills is removed.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[mjoetech]

Tier3,

Thank you very, very much!

Joe

 

[mjoetech]

Tier3,
I was informed that we are using BCMS View and not CMS. Will this still work, or is there any other option usng what we currently have?

Thanks