CCC reports - Having a 'can't remember' moment!

[as1981]

All,

Simple question I should know the answer to.

Scenairo: A ddi is set to go through VM pro and play 10 seconds of mesasges and then transfer the call to the hunt group.

If a caller rings in and hangs up in the messages this will register as a lost call for the DDI - yes???

The PCA time for the call to be answered is taken from when the call is transferred to the group?

Thanks

Andrew

 

[amriddle01]

CCC reports on groups of Agents, as the call never hit the group it will not effect the stats for that group

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[jamie77]

but it will be a lost call on the DDI.

Just set the vm answer flag on one of the VM actions to show it got that far.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

Football is not a matter of life and death-It is far more important!!!!

 

[Cosmicsniper]

Andrew,
As Jamie77 indicated, you will need to flag the call as answered by VM (on the reporting tab of the Leave Mail action) at the point in your call flow when you offer the Leave Mail action. Please note: The Lost Calls report shows any call that goes to voicemail or a dropped call.

In my call flow, I offer the caller queueing at the HG and an option to go to voicemail during the still-queued greeting. The Leave Mail action, if not flagged, will cause the call to be counted as a Lost Call. If you flag it as answered, and add a descriptive for the group name, topic, and annotation, this will cause the caller selecting VM to not be counted as a lost call against the HG.

You can then run a Voicemail call flow monitor/call flow name/topic report under Voicemail reports and see where and why the caller went to voicemail in your call flow. Running the Lost Calls ICLID report will allow you to search for any abandoned calls to the target HG DID - assuming you've flagged the Leave VM actions correctly. Be cautious to not set the flag in other points of the call flow or your voicemail call flow reports will show incorrect counts.

And yes, the time for the PCA (set in Delta Server app) should begin counting when the call is presented to the HG.

ACS Implement IP Office

 

[as1981]

All,

Thanks for the support and help.

Andrew

 

[as1981]

OK another question (Sorry!).

Presumably on the DDI report the calls answered in 15 seconds (or whatever time) includes the time the call has been in the voicemail system so if there is a 15 second recorded message then calls after 15 seconds is going to be zero?

Thanks

Andrew