ACD?'s 1

[sos2715]

NEAX 2400 IPX
Global Navigator Client
ACD CallCenterWorx-Enterprise

Question

We have ACD Agents that make outbound calls before they log into the ACD and those calls are not being recorded.

Is there a way to record those calls even with them logged off of the ACD?

Option 1: Can we can setup their phones to always be logged in to the ACD? Tally codes is a manual option but I would prefer if the phones are always logged on and the agents are not able to log off.

S



Steve

 

[ctvi]

NEC sells a recording device for all phones. The main one they recommend is:

http://www.necunifiedsolutions.com/main/Products/ProProduct.asp?solid=2&prodid=314

There are also many third party solutions. (from their web site) ASC CTI - Passive for NEC ASC telecom
ASC INSPIRATION pro ASC telecom
Audiolog Mercom Systems
Audiolog version 3.20ML RTP Mercom Systems
CallRex v2.0 TelRex
Encore Wygant
EverReadyOperatorâ Global Telecommunications, Inc.
IQM Call Recording SophistiCom Technologies, Inc.
MARATHON EVOip ASC telecom
MARATHON EVOLUTION ASC telecom
ULTRA Series Integrated Digital Recording System Verint Systems
Voice Print Voice Print International

http://www.ctvi.com

 

[OzzieGeorge]

Ctvi

I can't comment on the original question as we don't have ACD CallCenterWorx-Enterprise here. However I think when sos2715 referrs to calls being recorded he/she means call details rather than the actual conversation.

 

[NECPBX]

WE HAVE AIMWORX 4.5 AND WE CAN RUN REPORTS ON PBX
LINES.LOCAL LD ETC. ETC.
WHAT SMDR PACKAGE DO YOU HAVE?

 

[pave35]

Remove the Login key from the sets and have the supervisor log the agents in or out, when necessary, from the supervisor position.

 

[ctvi]

Pav35, what happens when a call is recalled back to the queue if they did not answer in time. Don't they get logged off automatically? Also, wont the constant login skew the reporting which is one of the prime benefits of the ACD?

http://www.ctvi.com

 

[pave35]

Call recover places the agent in work mode and does not log them off. A work key can be placed on the set and not the logon key.
The reports are only "skewed" if determined by the customer. If they are not concerned with actual time of logon but more with number totals per day/week, per agent, I don't see any issue.

 

[billyd3]

If you have Global Navigator there is an option in there to track Vacant Exts. This will track all calls made from an ACD Extension that is not curently logged in.

 

[ctvi]

With Qmaster by Zeacom you can run crystal reports on a every extension -- whether part of the acd or not.

Pave35, is there a way to eliminate the automatic work mode?

http://www.ctvi.com