CDR for attendants?

[9mmgeek]

I keep seeing posts about how great the Avaya feature set is compared to Cisco. I don't know Cisco's phone systems but I cannot believe how little management information Avaya collects on attendants. My management wants to know which attendant picked up a particular call and I cannot tell them. We have 6 attendants in a group answering calls for 18 offices and all the cdr tells me is that 0 answered the call. Useless.....

I'm hoping that after that rant someone will point out how stupid I am and tell me how to do it.......

 

[busydisconnect]

Avaya tracks each call to the Attendant and then breaks it down by half hour, calls offered, average speed of answer, abandon time etc.

Do a list BCMS on your Attendants VDN's


BCMS VECTOR DIRECTORY NUMBER REPORT

Switch Name: Date: 6:33 pm WED SEP 30, 2009
VDN: 1100
VDN Name: Main Console Acceptable Service Level: 20

AVG AVG AVG CALLS % IN
CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV
TIME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL

6:30- 7:00 0 0 0:00 0 0:00 0:00 0 0 0
7:00- 7:30 1 0 0:04 0 0:00 0:00 1 0 0 100
7:30- 8:00 8 0 0:06 0 0:00 0:00 8 0 0 100
8:00- 8:30 10 0 0:07 1 0:00 0:00 9 0 0 90
8:30- 9:00 12 0 0:06 0 0:00 0:00 12 0 0 100
9:00- 9:30 11 0 0:08 1 0:12 0:00 10 0 0 82
9:30-10:00 11 0 0:06 0 0:00 0:00 11 0 0 100
10:00-10:30 14 0 0:06 0 0:00 0:00 14 0 0 100
10:30-11:00 8 0 0:07 1 0:06 0:00 7 0 0 88

Or you can do a list measurements attendant group and see when they took the were the busiest.


ATTENDANT GROUP MEASUREMENTS

Grp Meas ----------Calls---------- ------Time----- Time Speed
Siz Hour Ans Abnd Qued H-Abd Held Avail Talk Held Abnd Ans(sec)

2 1500 24 0 14 0 28 19 16 1 0 7 YEST PEAK
2 1300 32 5 13 0 32 23 8 1 7 5 TODAY PEAK
2 1700 7 0 1 0 5 35 1 0 0 5 LAST HOUR

Or you can do a list measurements attendant positons to see which attendant was busiest.

Switch Name: PENSON FINANCIAL Date: 6:39 pm WED SEP 30, 2009

ATTENDANT POSITIONS MEASUREMENTS

Yesterday's Peak Today's Peak Last Hour
Meas Hour: 1500 Meas Hour: 1300 Meas Hour: 1700

Attd ------Time----- Calls ------Time----- Calls ------Time----- Calls
ID Avail Talk Held Ans Avail Talk Held Ans Avail Talk Held Ans

1 19 16 1 24 23 8 1 32 35 1 0 7
2 0 0 0 0 0 0 0 0 0 0 0 0


"I cannot believe how little management information Avaya collects on attendants."

What other info do you need?

A lack of Planning On Your Part; Does Not Constitute an Emergency On My MINE!

 

[9mmgeek]

I need to know witch ATtendant answered the call at 12:18:48  
when the owner of the company called and was rude to him. If I can't do it in this case I need to tell them how I can track next time.

 

[9mmgeek]

Ha! I didn't mean to call the attendant a witch. I guess the IPhone changed my miss spelling of which to witch.

Anyway, the problem is that there are no CDR records on the individual attendant console extensions. All of the records report on the attendant group.

 

[busydisconnect]

What CDR software are you using?


A lack of Planning On Your Part; Does Not Constitute an Emergency On My MINE!

 

[9mmgeek]

The reporting software is Ecas. Our CM is 3.1.2

 

[busydisconnect]

Login into Ecas (Veramark)
Click: Create Run Reports
Click: Call Search Reports
Click: Call Record Criteria
Go To: Extension Used and put your attendants Ext followed by %; (Percentage & Semicolon)

Example: 2429%;

If you do not use a %; you will not pull any records.

Choose Call Direction All and run the report.

Let me know if your able to run the report.


A lack of Planning On Your Part; Does Not Constitute an Emergency On My MINE!

 

[9mmgeek]

I tried that before and just did it again on each console extension. It shows calls originated by those extensions and some subset of incoming calls. Either when the extension is dialed or maybe when 0 is dialed. When the call is queued to the attendant group and is never transfered to another extension it just says 0.

I also ran a report of all calls in the time period and there is nothing there.

I have looked at the cdr, attendant and console configuration options and cannot see anything to turn on that would track the attendants.