CTA or SMDR6 1

[kclear]

Does anyone know if either passes agent ID information. Have a customer with MICS 7.1 and Call Pilot 150 that wants to record calls based by an agents ID and not their extension number. The recording software needs to see the agent ID.

Thanks

Kevin Clear
Clearfield Comm.

 

[jerryreeve]

the CTA and SMDR work off of the phone system itself, calls that are made from stations to lines are reported. the Call center works of the call pilot that reports on what an agent does. sorry mate no cheap reporting for the call center there but you could get basic data on the calls thru careful reading of the reported smdr data.

----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
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JerryReeve
Communication Systems Int'l
com-sys.com

 

[kclear]

Thanks Jerry

All I'm wondering is if the Norstar will output Agent log-ins through the SMDR6 or CTA so that a third party recorder can log based on ID vs. extension number.

Kevin

Kevin Clear
Clearfield Comm.

 

[RikRodgers]

As jerry said, no.

 

[spotless]

There is external software that works with CTA and BCM LAN CTE which I believe is sold by RSI which will now capture agent ID. This is somethign recent. I believe it is part of their tools CTI Pack.

 

[RikRodgers]

Thanks, spotless. That's a useful feature for larger call centers.

Question, though, is the sw reading the agent ID off the CTA, or only the extension, which is hard programmed as a particular agent?

 

[spotless]

I really don't know the answer to that. You would need to contact RSI. I only read about this feature in their literature recently. I think it is only for the newer LAN CTE versions. I would suggest you contact their Director of Sales.

Spotless

 

[fireeater]

if your using the call pilot, call center, it has (in the reporting software) all the reports you would need on a agent/or skillset basis

i know that if you use account codes it will show on the smdr
but haven't seen any info from the call pilot come over smdr or cta (but i admit not using all, 3rd party software)

HALLOWED ARE THE ORI

mike

http://www.ics-on.ca