ACD queue

[coniglio]

i have six phones that answer our help desk DN. The DN and rollovers are SCR keys on each phone (set up that way before I got here). The CEO wants to monitor how many calls each "agent" answers, how many calls to the help desk DN are going to voicemail, etc. Is my best option an ACD queue? can i build a simple one? I have no ACD NTPs but have added phones to queues in the past. Can I just make them agents in a queue? I assume I'd need a separate CDR to keep track of their activity, right? please advise. Thank you.

 

[PERRYPJ]

FIRST YOU NEED TO PRT OUT THE SOFTWARE PKG IN LD 22 AND SEE WHAT YOUR SWITCH IS EQUIP WITH 45-40-41-42-43. YOU WILL NEED 42-41-40-45 TO PULL THE REPORTS THAT YOU WANT

OLD ROLMEN WORKING ON NORTELS

 

[coniglio]

I have packages 40, 41, 44 & 45. I don't have 42. So I cannot run reports on agents' performance? if I don't use ACD, do i have any other means of gathering stats for these folks? can i do some type of traffic study? they all have the same six helpdesk DNs on their phones but they also have their own individual Primary DNs. I truly appreciate your assistance.

 

[PERRYPJ]

NOPE ACD IS THE ONLY WAY

OLD ROLMEN WORKING ON NORTELS

 

[coniglio]

so without package 42 what are my options as far as running reports? and where in the PBX are these reports set up anyway?