Can't get CallPilot 150 to show outbound call statistics

[Sanders1]

I have the Nortel Norstar network with CallPilot 150 and SMDR6 and a 3rd party program From RSI called Telecost Voice and Data Management CMS. I can not get outbound statistics on my CallPilot Call Center Summary Reports. The stats appear on the agent reports but not on the daily summaries. This has been the problem since it was installed and SBC has no clue how to fix. I am new to all this and am wondering if the RSI software is nessesary in order to get the data from the SMDR6 to the CallPilot Call Center Reports. It would seem that if all I wanted was the info on the Nortel reports, I should be able to get it without an outside companies software. I don't need costing info and this RSI software seems more for the hotel industry and overkill for what we need. The metrics on the Nortel CallPilot Call Center Reports is all I need.
Any guidance would be appreciated.

 

[jerryreeve]

take a look at the call pilot programming interface (located at 192.168.110.10 unless your vendor changed the address) I think there are reports available under the ACD area.

JerryReeve
Communications Systems Int'l
com-sys.com

 

[Sanders1]

There are some stats there, and outgoing calls do appear hear, but I need the outgoing data to appear in the Call Center Reporting Summary reports. There I can see abandoned calls, times of outgoing calls, their average times. The reports under the CallPilot 150 programming screen don't show that kind of data.

 

[jerryreeve]

did you look at the CC Reporting that comes on the call pilot CD, checkwith your vendor the documentation CD comes with all CP's look under Optional software on the cd

JerryReeve
Communications Systems Int'l
com-sys.com

 

[Sanders1]

That is the software that I am talking about that will not display the outbound call data on summary reports.

 

[jerryreeve]

sorry I thought you had stated a 3rd party software not the Nortel supplied software.

JerryReeve
Communications Systems Int'l
com-sys.com

 

[Sanders1]

No, I do have a 3rd party software, RSI Telecost, and the CC Reporting from the optional software on the CallPilot Cd. SBC sold us the 3rd party software saying that it was the only way we could get both inbound and outbound stats to appear on the CC Reporting from the CallPilot Software, which has never worked. This is my delema, SBC either doesn't know how to fix this or doesn't want to. This has made me wonder after looking more into what each component and software that came with our Norstar network does, that maybe the RSI software wasn't nessesary after all. We only need the stats that appear on the CC Reporting software that came with the CallPilot, the problem is trying to get it to show all of the data. I know that if I pull up the CC Reporting - Manager for a particular skillset and view the real time screen it says in the bottom right window "Operation Mode - IN". Could this be a part of the problem, and if so how do I make it for both In and Out?

 

[Sanders1]

By the way, thanks in advance for being patient and trying to help me out. Your doing more than SBC has done so far.

 

[jerryreeve]

on the call pilot documentation and client software disk (CD) did you read the reporting set up and operations guide? I don't have the software running but the docs look like you could get some data on outgoing calls.

JerryReeve
Communications Systems Int'l
com-sys.com