CMS Mystery - Missing Call Details for One Agent 2

[klmnop]

We are running CM 2.1, CMS 12

The request came through to track outbound calls made by someone who does not normally log in as an agent. (We would like to make sure this person is in fact making a sufficient number of outbound calls; as part of her job, she needs to).

We changed her phone extension to a different number, and created an Agent for her (using her old extension). Now, she logs in (and stays logged in). We also created a 'fake' skill because we had to, to create the agent, and assigned it to her.

We see no record of any inbound or outbound calls, when running reports within CMS. I believe she is set up in ASA just like 'normal' agents. I can trace her agent number in ASA and see calls she receives and makes.

She has a login ID set up in CMS, and we have activated an agent trace against her login ID. (She has logged in to CMS subsequent to this).

If anyone has any suggestions of what might be preventing her data from showing up in CMS reports, I would appreciate it very much.

Thanks in advance, klmnop

 

[montyzummer]

have you added the fake skill to the cms directory and also definatly created the new agent logon in cms directory that she now logs in as.

APSS (SME)
ACSS (SME)

 

[4merAvaya]

And the Skill is marked as being measured, either 'both' or 'external' on the PBX?

Kevin

 

[klmnop]

Hi montyzummer, yes, those were both all set. I can see and select her agent, when I run CMS reports.

4merAvaya -- I had NOT done that yet, many thanks.

Next question -- do I need to give her an auto-in button? Currently I see she's on aux but I'm still not seeing any inbound or outbound calls.

I had her logout, made the change to the skill (measured=both) in ASA, then asked her to log back in. I didn't see anything in CMS so logged out and logged back in. Then, I placed a call to her agent number and she answered. Again, nothing in CMS (ex: Agent In/Outbound Daily report).

 

[montyzummer]

yes she needs to auto in or will sit in aux work when she logs in, and ensure to follow the above post or nothing will work.

APSS (SME)
ACSS (SME)

 

[4merAvaya]

After you change the Skill to 'both' in the PBX, did you give yourself permission to read the Skill in CMS?

Kevin

 

[klmnop]

Thanks montyzummer, understood. I have double checked and she is currently logged in to the skill.

Kevin - When we set up users, we give them permissions to a range of skills, and this skill is in that range. So, this was already in place. I definitely have verified this as well (that it's set up correctly).

Should I also grant read permissions to the Group Extension?

What am I missing??

 

[klmnop]

Perhaps I am looking at the incorrect report(s) in CMS. The goal is to measure her outbound calls.

From ASA, when I type list bcms agent nnnn, I get (note there are extension calls):


AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

5:00- 6:00 0 0:00 0:00 0:00 0:00 0 0:00 0:00 0:00
6:00- 7:00 0 0:00 0:00 0:00 0:00 0 0:00 0:00 0:00
7:00- 8:00 0 0:00 0:00 0:00 0:00 0 0:00 0:00 0:00
8:00- 9:00 0 0:00 0:00 0:00 16:25 1 0:08 16:25 0:00
9:00-10:00 0 0:00 0:00 28:08 31:52 6 4:05 60:00 0:00
10:00-11:00 0 0:00 0:00 54:10 5:50 6 1:07 60:00 0:00
----------- ----- ------ ------- ------- ------- ----- ------ ------- -------
SUMMARY 0 0:00 0:00 82:18 54:07 13 2:25 136:25 0:00

Is there a command I can type from ASA to see her outbound calls?

 

[4merAvaya]

You should be using Call Detail Recording (CDR), not CMS for the level of detail that you are looking for.

Kevin

 

[montyzummer]

4merAvaya,could do and it would be very cheap but this is simple to set up in cms why are you(KLMNOP) using asa to look at results, if using cms use the supervisor tool or log in with ASA terminal type 615 to look at reports and double check you have all the directory entries and read right privilages set up for this agent and skill.

And i better get a star for this type "monitor bcms skill **"

** being the skill youre agent is a memeber of and you will see outgoing calls.

APSS (SME)
ACSS (SME)

 

[montyzummer]

good lad

APSS (SME)
ACSS (SME)

 

[klmnop]

Kevin - point taken, but we don't have CDR setup - I've tried a few times and not been able to complete this. I'm pretty sure we are licensed for it.

Montyzummer, I do want to report from CMS but wanted to verify the data existed in ASA. We're looking for data from the Historical > Agent > Attendance Daily Report

Below is data from the hunt group and the agent in question. Does anything jump out at you?

Here is skill:
HUNT GROUP

Group Number: 209 ACD? y
Group Name: s209_AccountsReceivable Queue? n
Group Extension: 5595 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:



change hunt-group 209 Page 2 of 3
HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: both
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n


Here is agent:
AGENT LOGINID

Login ID: 8130 AAS? n
Name: Last, First AUDIX? n
TN: 1 LWC Reception: audix
COR: 76 LWC Log External Calls? y
Coverage Path: 3 AUDIX Name for Messaging: audix
Security Code:
LoginID for ISDN Display? n
Password:
Password (enter again):
Auto Answer: none







WARNING: Agent must log in again before skill changes take effect

change agent-loginID 8130 Page 2 of 2
AGENT LOGINID
Direct Agent Skill: 209
Call Handling Preference: skill-level

SN SL SN SL SN SL SN SL
1: 209 1 16: 31: 46:
2: 17: 32: 47:
3: 18: 33: 48:
4: 19: 34: 49:
5: 20: 35: 50:
6: 21: 36: 51:
7: 22: 37: 52:
8: 23: 38: 53:
9: 24: 39: 54:
10: 25: 40: 55:
11: 26: 41: 56:
12: 27: 42: 57:
13: 28: 43: 58:
14: 29: 44: 59:
15: 30: 45: 60:

 

[montyzummer]

you do not need a licence for cdr , and through ASA you will not see historical more than that day, give the skill a vustats objective of say 60 secs just as good practice,

turn queue on on the agent, also you have a direct agent skill set , but the skill is UCD, it needs to be EAS/EAD to allow this function.So remove the direct skill its not doing any harm but is not working as you think.

I still think this is CMS related but try changing the skill to measured none then do a save trans , then change back to both and save trans again , but make the above changes first and save trans , the agent has logged out and back in ..right??

If all that fails remove the sta then the agent and then duplicate a sta and agent that you know works and give the duplicated sta/agent the numbers/names you have added in cms in the first instance.

APSS (SME)
ACSS (SME)

 

[montyzummer]

also are all youre agents that you can report on in COR76?

APSS (SME)
ACSS (SME)

 

[klmnop]

Score! montyzummer, I followed your suggestions this morning and then went to CMS and can see data from yesterday.

Here are new agent and skill settings:
AGENT LOGINID

Login ID: 8130 AAS? n
Name: Last, First AUDIX? n
TN: 1 LWC Reception: audix
COR: 76 LWC Log External Calls? y
Coverage Path: 3 AUDIX Name for Messaging: audix
Security Code:
LoginID for ISDN Display? n
Password:
Password (enter again):
Auto Answer: none

AGENT LOGINID
Direct Agent Skill:
Call Handling Preference: skill-level

SN SL SN SL SN SL SN SL
1: 209 1 16: 31: 46:
2: 17: 32: 47:
3: 18: 33: 48:

display hunt-group 209 Page 1 of 3
HUNT GROUP

Group Number: 209 ACD? y
Group Name: s209_AccountsReceivable Queue? y
Group Extension: 5595 Vector? y
Group Type: ead-loa
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:


Calls Warning Threshold: Port:
Time Warning Threshold: Port:


display hunt-group 209 Page 2 of 3
HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: both
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective: 60
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n



I will research CDR to see if I can figure out how to set up. I know I have some settings in place but it is not complete. If anyone can provide me a link to CDR setup documentation it would be very much appreciated.

 

[montyzummer]

you need to add a new node name cdr1 for example

the goto change ip-services and add CDR with the listening port in fact im sure i have a couple off screen shots that i can post but if you search CDR on here thats how i set mine up it really is simple , make sure you also goto page 3 on the change ip -services and make the correct settings. i will post you the cdr doc in a sec.

APSS (SME)
ACSS (SME)

 

[montyzummer]

sorry i cant upload my doc yto media fire.

but change node-name(add youre cdr box)

change ip-services

hange ip-services Page 1 of 3

IP SERVICES
Service Enabled Local Local Remote Remote
Type Node Port Node Port
SAT y BURY_CLAN_01A08 5023 any 0
CDR1 BURY_CLAN_01A08 0 CALLANALYZER 9001


change ip-services Page 3 of 3

SESSION LAYER TIMERS
Service Reliable Packet Resp Session Connect SPDU Connectivity
Type Protocol Timer Message Cntr Cntr Timer

CDR1 n 30 3 3 60




on my example above the 9000 you can see is the port the kit is listening on and the CALLANALYZER is the node i created in ch node-name.

then goto cha sys cdr change youre primary output to customised.

then when you have youre cdr PC listening on the port you set up in ch ip-services you can check its working by typing status cdr.






















APSS (SME)
ACSS (SME)

 

[klmnop]

montyzummer -- you've been a great help, thanks! I don't think I'm near a solution so will start a new post on this one, and continue there.

 

[montyzummer]

CDR bear in mind will need a third party app to collect the data and sit on a pc on the same subnet as youre gateway/clan that you use for the CDR output

APSS (SME)
ACSS (SME)