call center monitoring

[KBG]

I have a definity G3. I have a Hunt-Group setup to go to least active station. I do not have acd. I want to be able to tell which stations are answering calls and how long they are on a call also which stations are on Do not Distrub.
Is there any way to do this?
PS. I have callWhere if anyone is familiar with this it gives some reports, but i am not sure if the smdr on the switch can be changed to get different data.

Thanks
Keith

 

[mcopini]

Check your customer-options for the option 'BCMS', this will allow you to make a lot of reports. But I'm afraid that, without ACD, this won't help you much... Let me know and we'll see what we can do.

Good luck.
Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-

 

[Toni269]

This will only work in real-time, but if you use this command: "status station xxxx" and if SAC Activated Says Y or N, means they have send-calls Y=On, N=Off, you can also tell if they are on the phone if Service State: =in-service/off hook. You can listen in to the call by using the service-observ feature.