Console traffic peg counts do not match with the manual recording of calls

[whirls86]

I am running traffic reports on 4 consoles. I can use Gene's traffic calculation spreadsheet to get a total peg count for the day, but when I have the individual console operators record the calls they receive for the day it does not match with what the traffic reports are generating. Is there something that I am missing that would increase the peg count in the traffic report?

 

[PERRYPJ]

Are you over or under

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[whirls86]

For instance the traffic reports for yesterday produced 61 internal call pegs and the console operators recorded 6 internal calls. For external calls the traffic reports produced 104 call pegs and the operators recorded 57 calls.

 

[GHTROUT]

In Traffic (TFC) The 61 internal peg counts includes "all calls originated by the console, both internal and external". It is confusing, but when Traffic says "internal" it only means it originated at the console. Where they called is not considered.

~~
Gene at GHTROUT.com

 

[whirls86]

GHTROUT - Sorry I haven't responded, I've been out of town. Here is a little more explanation.

Our main number comes into an auto-attendant with the option to press "0" to reach the operator. If a caller dials the main number and presses zero, this would be considered an "external" call, correct? How would it be pegged if the operator extends the call to a specific extension? Would that then be pegged as an internal call as well?

As for the example above, the 61 was what was recorded through the TFC reports and the 6 was what the operators recorded. According to the operators they made 3 pages and received 3 calls from sales associates from their desks.

We also had 104 external calls that were pegged through the switch's TFC reports. The operators recorded 57 calls that came in through the auto-attendant. I'm not sure how the switch is pegging twice as many calls. There is most likely something that I am missing.