BCMS Vu w/a Brooktrout IVR

[jttblak]

Can anyone help w/w this.
My company has recenctly acquired a Brooktrout IVR, that we would like to use BCMS to monitor... How??? Any info would help!!!

 

[clausen]

To monitor usng BCMS the ports going to the IVR must be agents. Create a hunt group for the IVR ports and set the AAS(Auto Avaliable Split) to yes. You can now do some vodo to RONA bad ports, check for the number of ports avaliable, use as a backup for real (carbon based human beings) etc. Once you have the splt (skill?) setup make sure you have the hunt group form page 2 Measured set to internal. This turns on the BCMS stats for that paticular spliut/skill. Hope this helps

Chris

 

[jttblak]

Thank's a bundle! However at the risk of sounding "dumb" I have no idea what RONA, means!! Please expand if possible!

 

[clausen]

RONA is Redirect on NO Answer. This works great for IVR ports! If the caller calls in and gets routed to a bad IVR port, out of services for maintenance or just plain broken, it will RONA the caller to a specific number. On the hunt group for there is a place for RONA. The number of rings before RONA is invoked and the number to send the caller to is there also. Heres how it works:

Caller rings in. Get routed to a bad port that cannot answer. The switch will now look at the hunt group form to see if RONA has been set. It wait for the number of rings, programed in the hunt group form, to expire. Lets say its 6 rings. When the 6 ring timer expiers it will busy out the agent port and resend the caller to the RONA destination secified on the hunt group form, usually the same hunt group as was orginally called. The caller gets routed back to a good port and gets answered. You can now look at the agent staus for the IVR hunt group and if any ports are not staffed they have problems. Hope this is not to cryptic


Thanks

Chris