Can you print a report on a Toll Free that is passed from the PBX

[NitaDrink]

I have an Option 61C, and I am using OTM. We are passing from our call center by way of a menu to another company for one of our particular products to their toll free. The manager of this department wants a report to see how many calls we are passing, duration, etc. We use basic ACD, and the menu is built in Call Pilot. I can run reports on any extension, but have never asked for a paticular number. When I did a search of the call database, the number was not found. Any help would be appreciated.

 

[pbxn]

You may be able to get this from your 800 provider. You are paying for each call, so they have to keep track of the amount of calls, duration etc..

 

[mklein76]

The callpilot menu that the call is hitting should be assigned a SDN or system DN. In your CDR records you should be able to find that SDN in the terminating ID column in your CDR record. Hope that helps.

Matt
Forex Capital Markets
CS 1000E VoIP/Symposium Admin

 

[NitaDrink]

that does make sense, however when I did a report on the SDN, it only gives me incoming calls. That is how the PRI is provisioned for these circuits. So, I'm assuming that it would be a voice mail port I'd need to check because after the customer is in the menu, they can make several choices? I have 20 voice mail ports so that may be a little difficult. When I go to CDR - and I assume that is Call Databse Records in OTM and search for the toll free, it's not there. I can't get the records from the provider, as it's not our toll free number. We just get billed for it every time it's called. Possibly my LD provider of the lines would have a record of what I'm calling?

 

[mklein76]

So, I'm assuming from your response that you need reporting on the numbers that are tied to the menu options in your callpilot menu? If all the menu choices go out a specific circuit/loop, I suppose you could capture the info going out by monitoring the d channel.

ld 96
enl msgo x (where msgo is outbound and x is the d channel #)
dis msgo x



Matt
Forex Capital Markets
CS 1000E VoIP/Symposium Admin

 

[pbxn]

I would think if you are getting billed, you should have access to get a report from your carrier. The carrier option maybe your easiest solution, I would at least talk to the people that actually own the line to see if they can inquire on your behalf, or even better add you to the list of users the carrier will acknowledge for such reports.

 

[NitaDrink]

Thanks, mklein76, that actually helped me with something else I was working on (capturing traffic on a private tie line), it there a way to put this data in a spreadsheet, other than trying to select it all and saving it to a text file? I did 10 minutes worth and it was tricky.
On the other, I'm stumped because the toll free is going out one of several PRI lines, so I tried monitoring all of these D channels and that didn't work. Since the call is being passed from our menu, I tried a report on several of our voice mail channels and that came up blank. My vendor is telling me that I have to get this information from the company that actually owns the TF. However, that is the problem, they could be telling us our usage is 5,000 hours a month and we cannot prove it's not. Anyway, this is one I give up on, but thanks to all who tried to help!