CALL CENTER REPORTING NOT SENDING CALL RECORDS 1

[TWISTEDAPP]

I have a 3.7 that shows connection status as connected, yet even when I type the CCRS code, it does not seem to show any records in the progress bar. In keycodes, it shows Call Center Basic, and a Call Center Pro upgrade keycode. In the documentation for the previous system 3.6 that was in place and replaced, it showed the same keycodes except it also showed a Call Center Reporting Keycode. The customer is convinced he has had reporting working both before and after the system swap. Obviously new keycodes were generated by the telco that did the swap. I don't know if I'm chasing a config problem or a missing keycode? Should it show Call Center Pro ugrade/w reporting? I'm wondering if someone could check the serial number with the KRS to see if I'm missing a keycode for reporting? Let me know and I'll email or post the serial number.

 

[vztech]

post the serial

It's only dialtone-VZ

 

[TWISTEDAPP]

The serial number on the new & existing system is:
019AB30A0000. It shows a call center pro upgrade, but on the previous system records from serial number:
7858C4090000, it showed not only the call center pro upgrade, but also a call center reporting keycode. I'd like to know if 019AB30A0000 has a call center reporting keycode that just wasn't entered? I'm of the opinion that Call Center pro upgrade, could be ordered with or without reporting.

 

[vztech]

I have never installed 3.7 with reporting but I know for a fact you need Reporting keycode for 4.0


I see no reporting purchased with this unless it's included in Pro.


Product list for this system

TSP seats-16
Fax messaging
Call Ctr Pro Upgrade
Lan CTE-16
3.5 upgrade
Unified messaging-16
VPIM & Amis networking
Voice Messaging mailboxs-8
Call center
IP Telephony Client
3.6 Upgrade

It's only dialtone-VZ

 

[vztech]

Call Center Reporting (CCR) to Reporting for Call Center (RCC) Upgrade Guide (French) 3.5

Upgrading from Call Center Reporting to Reporting for Call Center 3.7

My guess is they never had it.They would of needed CCR keycodes

http://www130.nortelnetworks.com/go...D=463926&RenditionID=REND853116&searched=call

center pro 3.7

It's only dialtone-VZ

 

[TWISTEDAPP]

VZTECH

THANKS! for checking things out. What I was saying was that on the original system list there was a keycode showing for call center reporting, in additon to the 3.5, 3.6, and call center pro upgrade. When the system got changed out by the telco, all keycodes seem to have been generated, but my suspicion is that the installer from the telco, either forgot or omitted the call center reporting keycode. The keycode was 12909730-91112384-39641787 for sn. 7858C4090000. I don't think they ported a reporting code to the replacement system sn. 019AB30A0000. I have codes for networking, 1 IP, Fax, 16 Unified, 16 + 16 Lan, CP Informal Call Center, 8 Mailbox, and CP Professional Call Center Keycode. What to do now? Odd problem. I tried calling the telco, but they say reporting is included in Call Pilot Professional, but I'm not sure if it would say CP Professional Upgrade/w reporting in the keycode description as I don't have one to compare with, but the fact that a code existed on the previous system leads me to believe that something was lost. Did you check the older serial number or would it not show? Any ideas from here? Thanks again VZTECH!

 

[TWISTEDAPP]

The owner did have reporting at one time as they commented they liked 3.5 better than 3.6 so they've seen both.

 

[TWISTEDAPP]

Do you think that a replacement keycode for the keycode 12909730-91112384-39641787 for sn. 7858C4090000 could be found for the new system sn. 019AB30A0000? All other keycodes were obviously generated and ported from the old system. Does the old system keycodes still show on the KRS for validation so that if the keycode was omitted or forgotten?

 

[vztech]

weird issue!!! how and why did the SN change? with an upgrade the SN should of stayed the same.

7858C4090000 sn came back invalid. you may need to contact Nortel to get your old keycode back for reporting. (good luck)


Like I said I never installed pro but I would thik if it included reporting it would metion it on the description like you stated.

you could try to run the old keycode but I don't believe it would work.

-all the best

It's only dialtone-VZ

 

[gberger]

On release 3.7 , call center pro (Professionnal)includes everything, Skillsets,agents and call center reporting, i would look at the config.

 

[vztech]

wow my spelling is bad!!!

gberger good to know thanks

It's only dialtone-VZ

 

[TWISTEDAPP]

It's not a case of an upgrade. It's the telco changed out the system, probably because of bad caps. In doing so the serial number was obviously different because the original MSC card was left in the old system. I found a printout on site of the keycodes that you and I have reviewed. I do agree that Call Center Pro probably comes with reporting, but I was wondering as this is a 3.6 system with a Call Center Pro Upgrade, and as I stated before, this upgrade can be purchased with or without reporting as far as I know. The other thought is why would there be a Call Center reporting keycode on the older system if it was not necessary. I'll let you know as things progress, with either getting reporting working, or the telco. Currently the reporting says connected, but no data flows.

 

[MagnaRGP]

It is my belief that when you get Call Center Pro on 3.6/3.7 you get the reporting too. Check the RCC server config.

 

[TWISTEDAPP]

In follow-up to this posting. This is a Call Center Basic, with a Call Center Pro Upgrade. As stated earlier, there was a keycode showing on the originally replaced system for Call Center Reporting. Two other techs checked ports 6010,6011, and 80 and saw that the RCC Server was connected and listening, but nothing was being transmitted from the BCM. It is my belief that I'll have to go back to Bell and get them to contact Nortel to get a replacement Keycode for the Call Center Reporting that was on the 1st system with Call Center Basic & Call Center Pro Upgrade. As stated earlier, I have purchased Call Center Pro Upgrade for 3.6 or 3.7 and I believe it can be bought with or without reporting.