Avaya CCR Version 8.0.53

[Telcolearner]

I am trying to track number of outgoing calls thru the CCR Wall Board by QUE. I have found setup to allow me to view Incoming calls by que and display them but I want to be able to see outgoing by group. Example Dispatch Group 1 = Answered Calls (Which I can do) Outgoing Calls Placed. I found the talk time for outbound but all I want is the number of outbound calls per que I am running.

 

[amriddle01]

CCR sucks for outbound call reports, that's why you can't find a suitable parameter


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[tlpeter]

Also groups do not make outbound calls, agent do that.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Telcolearner]

Could anyone suggest a way I might accomplish this? Another product? Any help would be appreciated....

 

[tlpeter]

There is no tool that can do this.
You cannot report outgoing calls per queue as it does not exist.
Only agents can make outbound calls.
But Xima Chronicall does do a better job compares to outgoing call reports.


BAZINGA!

I'm not insane, my mother had me tested!

 

[RGPTech]

As people already told Queue cannot make outbound calls. Using CCR you can use Monitor to see the number of outbound calls made by each agent.