CMS Supervisor

[frankieg]

Hi All
How may skills can a supervisor monitor at once on the same screen. Also is it possible to monitor if a VM has been left for a skill on the same screen. They have certain skills that que then re que to an annoucement that says pls press 1 to leave a message or hold for an agent. When they press 1 it shoots of to VM box , as there are loads of them aut-msg wt is no good.

Thanks

 

[SF0751]

To the best of my knowledge, there is no way to check your Audix message status via CMS.

As to the maximum number of simultaneous skills that can be monitored in CMS, the answer is "it depends".

If you are running an individual report for each skill, then the limit is defined in your user data setup. The maximum user window count is 12 (no more than 12 reports open at one time). Our multi-skill group supervisors use the Split/Skill Report (available under Real Time - Split/Skill) when they need to monitor multiple skills. I can see all 40 of my defined skills at one time with this report.

Susan
[sup]Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain[/sup]

 

[wtdurkin]

This may sound kluggy but it may serve your need.
Instead of routing directly to VM (when the caller chooses to leave a message), route the call to a vector, which in turn routes the call to VM. Set an exception on that vector(I don't think you can set a threshold, which would have worked better) to active, and value of Time in Vector to '0'. I think that when the call headed to VM goes through this vector, the exception will occur, and the exception message will light on the main tool bar but only for the current interval), and an audible sound will be heard. Look at the exception report for the sepecific vector exception.
Of course you will need to set up a separate vector for each skill in which calls are routed to VM. If a lot of messsages are sent to VM, this may drive you nuts, with the constant noise.

If you have IP agent or softphone desktop software, you can set up a personal phone feature button that will indicate when a message is left in a specific mailbox, and you can set up multiple mailboxes. Hope this helps.

 

[tiramisu]

Hi Frank,

- The real-time VDN report gives the possibilitie to monitor multiple VDNs; just customize the report to insert the column, connectcalls, this will give you the number of audix calls per VDN

- Even so, I agree with wtdurkin above: to have msg-wt-lamps somewhere is a real added value, if not on softphone; just install a spare set and fill it up with msg-wt-buttons

- Otherwise, if operational business allows that, you can have outcalling set on to a VDN that directs the audix messages back to the call center.

regards,

 

[frankieg]

Many thanks for the info.