Customer Group

[curlygirly]

Probably a really stupid question but I am new to symposium and am trying to get my head round the world of reports. Can someone please clarify when something is described as either "from the same customer group" or "from another customer group" what is the customer group?

 

[cgilmer]

I have searched the entire Data Dictionary for 5.0. In each instance the Customer Group refers to internal or external DN calls.

***************************************************
DNInIntCalls
Description: Meridian 1/Succession 1000 switch only. The number of calls to
an agent’s DN key from an internal number (that is, from the same customer
group). This statistic includes parked internal calls returned to the agent.
Pegging: The call is pegged upon presentation.

****************************************************
DNInExtCalls
Description: Meridian 1/Succession 1000 switch only. The number of calls to
an agent’s DN key from an external number (that is, from another customer
group). This statistic includes parked external calls returned to the agent.
Pegging: The call is pegged upon presentation.


This leads me to believe it relates to calls that would originate on/in one switch or via networked calls on networked switches. For instance if you dial 8+Location Code+extension on your phone its considered in your customer group. But if your recieve a call from the outside or place a call dialing 9+ it would be ouside the customer.

The reason they refer to it as a customer group is that you can have a switch/PBX broken into multiple customers. Calls from one customer setting to the other only share an operator console and are viewed as external to each other.

If you are familiar with load management you will periodically beprompted for "CUST" which is most likely Zero (0). That is the prompt that correlates to the Customer Group.

 

[cgilmer]

I could be wrong on the Dial 8+location code+ extension... seeing networked calls to other switches might generate an external call. I would have to test it but for sure anything you dial as an extension on your phone, for instance 4 or 5 digits long, would be on the same customer.

 

[lretrievers]

It actually has to do with the way your PBX is configured. If you do any programming in the PBX, when you get to the prompt CUST, usually the response is "0". However, there are instances in which a multi-customer switch can be configured. Each customer has its own database, numbering plans are not shared, neither are any resources (trunks, etc.)other than the physical hardware in the switch.