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CMS Reporting
- Thread starter Vidmine
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avayaguy23
Systems Engineer
You can use an odbc connection and then leverage business objects or something similar. The odbc connection would have direct access to the CMS database so then you can create your own queries and possibly get the information you are requesting.
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- #4
That's an interesting thought. Would I need an obdc connection to the CM as well to get both call center call info as well as coverage answer groups and extension call info?
My end game is to provide after hours coverage to our call center. Our call volume is not where we need it staffed on site 24x7 but need to answer calls 24x7.
I am thinking about configuring a time of day statement in my vector which would route to a coverage answer group.
My problem is reporting on the calls. If I am thinking right, the CMS as it is now will only report on the call going to the vector and stop there.
My end game is to provide after hours coverage to our call center. Our call volume is not where we need it staffed on site 24x7 but need to answer calls 24x7.
I am thinking about configuring a time of day statement in my vector which would route to a coverage answer group.
My problem is reporting on the calls. If I am thinking right, the CMS as it is now will only report on the call going to the vector and stop there.
avayaguy23
Systems Engineer
It all depends what you are monitoring in cms. If you are monitoring your trunks or main vdn's in theory you should be able to obtain most of the information. Once you have a ODBC connection created you can stand up a new server that periodically copies the database. Then you can run queries on a non-production system (little less impact). CMS only can keep 100,000 individual call records in its database so setting up a new server is a good idea in general. In my opinion CMS should be handled by a DBA. They do make 3rd party products that basically do the same thing but provide a pretty GUI interface.
- Thread starter
- #6
I agree with CMS being handled by a DBA, not a DBA here and don't plan to be, I only add/remove agents.
We are currently discussing setting up what you are mentioning and letting our Biz Objects and DBA team work through the reporting.
We are wanting to monitor the groups and agents mostly
We are currently discussing setting up what you are mentioning and letting our Biz Objects and DBA team work through the reporting.
We are wanting to monitor the groups and agents mostly
DAVIDPAYNE
IS-IT--Management
Not that this answer your CMS question, but you could look at using EC500 and set your after hrs agent up with that. Then they would get the call to there agent even if there are not at there desk. ie. cell phone. it would take some work to get to work the way you need but might be doable. It just a thought.
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