Detailed Call Record Information in CentreVu

[pspenn]

Good Day,
I have been trying to get CDR out of my switch for some time and I think I might have stumbled on to exactly what I need but am not sure I have the proper RTU for it.

We use CentreVu in our Call Center and one of the Custom Report options is Detailed Call Record Information. You can find this under the Historical / Daily report section in the Report Wizard.

When I try to create a report using those fields, I get no data. Do I need another RTU for this type of data (BCMS is not turned on in the sys-param Customer Options section, but BCMS/VuStats is)? I know we have just about every Call Center feature turned on so that is why I am a bit surprised.

My goal is to generate a report of what agent spoke with what customer based on ANI. I am looking to see if that agent transferred the call, placed the call on hold, ran too short or too long with the call, etc.

Avaya gave us an app. called New Contact History, but it is jack-legged in my opinion and I would like something with a little more power.

Any help would be appreciated.

 

[multibus2]

What you have stumbled on is internal call records.

If you have no records in the reports you will most likely find that the call records value in the data storage allocation form (on the CMS) is set to 0. Before you rush to enable it, by setting it to a postive value, you need to understand a few limitations.

1. CMS can only process 400 call records in a 20 minute period, if the limit is exceeded all incomplete records will be ignored.
2. CMS can only store a maximum of 5000 recordsm, these are stored on a fifo basis

If you know your call volume will exceed these limits you will need the External Call History RTU activated on the CMS plus a product like Nice Analayzer. However you may want to create your own external database/reporting platform and Avaya Professional Services can provide a solution the will convert the RAW data file that ECH produces to a NICE ASCII delimited format.

ECH, NA and PSO options cost many $$$$$

 

[pspenn]

Thanks for the info... I know for a fact we don't do 400 calls in a 20 min period. However, what do you mean by 5000 recordsm? Is that Records a month? I know we are pulling stats for 130,000+ per month. But not detail....

Thanks,
Perry

 

[multibus2]

No not per month. This is total number of records, like agent trace, there is no time limit so it is possible the you could take 5000 records in a day. When the 5001 record is logged the first record is dropped and so on. If you have your trunks measured any calls ACD or not will be recorded in Call records

 

[teledba]

If you get no call records on the call_rec table, be sure your 'number of call records' setting is 5000 in your data storage allocation form within Tools > System Setup... It may be defaulted to zero...

If you are bound and determined to get the records without ECH, you can use the Openlink Informix driver to connect via ODBC and pull the records out periodically (once or twice daily) frequency depends on the amount of PBX traffic you have in addition to the 130k calls per month. Also take spikes into account which may boot your volume above 5000 records in your chosen 'export' interval.

You can start or w/MS Access or SQL server and devise a way to eliminate the duplicates...

 

[pspenn]

Thanks... I have actually stumbled upon a database located at our corporate office which tells me more than I could ever need to know about the calls. I appreciate all of the feedback...

Merry Christmas!
Perry