AVAYA equivalent of Norstar Call Center "Activity Codes"??

[Cat5Jive]

Hi all,

Looking to install an Avaya Call Center using Preferred Edition with the XIMA software that has been recommended highly by this forum and others. The customer is used to having an "Activity Code" on the Call Pilot based Call Center that can be manually entered after a call to assign a call to a particular category (sales request, service request, complaint etc). The customer currently has about 20 of these codes in place. What would the IP Office equivalent of this be? I assume they can still be reported upon via the XIMA software?

Thanks!

 

[Cat5Jive]

To answer my own question is guess the answer is ACCOUNT CODES... I just find it so counter-intuitive that there doesn't seem to be a way to add any detail to the account code... looks like you can just have a number?? No text or brief description? What am I missing?

 

[Cat5Jive]

Could I create a variety of account codes with actual names and then the same number of Set Account Code short codes that would allow different short codes to be dialed to add an entry for the named account codes?

My end goal here is to have the XIMA Account Code report show an account code name ie "NEW SALES" as opposed to new sales being represented by Account Code 101 and the managers having to consult a rosetta stone to figure out what each account code actually means.

 

[amriddle01]

You would normally have the customer make those selections ahead of connecting, by using auto attendants and then reporting on the groups, seems a little backward the way they were doing it.....


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[yankblan]

@armriddle: while I see what you mean, I've seen this type of scenario. You either have guys on multiple skillsets (HGs), or they answer a call that was a wrong option by the customer, or they open a case and transfer it to another person to finalize it.

What I see most often though for this type of thing (which isn't that common) is for billing purposes on tech support or legal advice.

http://interconnexionsld.ca/

 

[markusoreallyus]

Ah yes, categorizing the call after the fact.
In Xima I believe a Final Hunt Group parameter is available that will show which Hunt Group (skillset) the call ended in.