capture traffic to help desk number

[jrmeridian]

Hello again,

Was informed by management that they need to find out how many internal (4 digit) calls are coming into the helpdesk line of ###-5000. We currently have a vendor that gives us detailed traffic of all the calls that are made out of our site but not station to station...can that be set up? (station to specific station traffic)

Thanks all,
JR

 

[EddieDuece]

Is this set up as an ACD (5000)?

 

[jrmeridian]

Thanks Eddie...no just a regular 2616 with helpdesk number on key 0

 

[johnpoole]

how long do you need that data? you can set up internal call detlail recoding to allow (icda) but your provider would need to set up the filters to see that call.. if you just need it for a day or two

ld 80

entc 4 0 0 0 23:59
gotr

will give you everycall for 24 hours, lots of trash but you can pull up the report in excel and sort out the trash

john poole
bellsouth business
columbia,sc

 

[jrmeridian]

Thanks John. They want a monthly report that would give them all (4 digit-internal) call to ext.1234 (helpdesk number)

Thanks again John.

 

[EddieDuece]

Set it up as and ACD, then get the basic reports from the switch.

 

[NastyNed2]

We need to do the same thing. But our help desk line is marped and Key 00 on a phone that is never used to answer it. It's always answered from any one of our several other phones where it is MCR on Key 3 or 4.

Here and in other locations in the past, our call accounting system counts a call against the home key on the phone where it is answered, not the help desk number itself. So, we get 100s of calls a month to the help desk but our reports show zero!! [In a past job, our secretaries who were answering phones for about 5 people looked like they were getting 1000 calls a month! That raised some uncomfortable phone usage questions until we figured out how CAS was working.]

Any idea how to get a count of the calls placed to the help desk number?