Cant track Agent calling time thru switch

[Guest_imported]

Ok I have a problem. Not really a problem but would like to get it somehow to find more tracking on the agent. We have both a 800 line direct lines and calls that come thru our main number to the switch that gets transferred to either the tech group or customer service group.

Now I can track the direct incoming and outgoing calls on the agents number catching raw data from the switch. I can also track calls coming thru the 800 number to ACD with the CMS server. My problem is I can't track all the calls that come in thru the switch when the switchboard transfers it to the tech or customer service.

Is there a way I can set it up so that I will be able to track those missing calls that are coming thru our main number to the switchboard then being transferred to the Agent.(A lot of calls comes thru that way also thats why Im trying to find a way to track it) Is it possible. I know anything is possible but just dont know where to start.Any help is really appreciated.

 

[Phoneman2]

Well you could add a new vdn that only the front desk would use to send calls to your csr. That way you could track the traffic. Just send the calls to the same vector as your other vdns. Look!!! New Buttons
Same amount of time!

Thanks All Phoneman2

 

[Guest_imported]

Right now I do have two separate VDN one for tech support calls (Example VDN 511 going to the correct vector tech support vector) and one for Customer service support (Example also going to correct customer service vector) but it looks as if in the CMS its not generating those calls. The swith operator would send to those two VDN extension when a call were to come in and were to suppose to go to what place. Do you think if I had it set like this the data would be collected.

 

[volaris]

First check to see if the VDN's have been added into CMS. You can do this in CentreVu Dictionary if you have CentreVu or just add it in CMS dictionary. Then make sure that in the VDN, the Measured: line says either "both" or "external". If it says internal than only BCMS Vu will measure it. If both of these settings are correct than CMS should be measuring these VDN's. If you want to measure just the calls coming from the attendant, make sure that you use a different VDN than what is used in your menu system or it won't differentiate between the calls. You can use the same Vector, just make sure it is a different VDN.

Hope this helps,
Volaris