Does CMS record internal calls and transfer calls basically ?

[nortavaya]

Hi team,

Does the CMS R15 records the internal calls and transferred calls basically without need to any add module ?

It can show report with call-by-call basis and duration ?

For example, the Operator phone transfer a call to an agent or VDN, can we show the report of this transferred call ?

Thank you in advance.

 

[Stinney]

CMS is only going to collect call information for calls delivered to call center metrics, ie: VDNs, Vectors, Hunt/Split/Skill, Agents.

If the operator isn't setup as an agent there would be no way to collect this information. If the operator is setup as an agent to take calls, you could start a trace on the Agent ID. It would at least provide the ability to see what number they are transferring calls to, but that's going to be the limit of that information. If you're having an issue with the operator sending calls to agents directly, you could restrict transfers from the operator to agents using a different COR and restrict the COR to COR.

I don't know how many different skill groups you have, but you could setup different VDNs for the operator to transfer to to each group. Then restrict the operator from calling the other VDNs using COR restrictions. Then you can at least get a count of how many calls are being transferred to the VDNs from the operator.

For the level of detail you're looking for, you would have to have the External Call History Interface (ECHI) enabled.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[nortavaya]

Hi Stinney,

Many thanks for your reply and explanation, it is very clear, so we can have reports only for calls arrives to the call center metrics (agents ID, skill, vdn...etc) and not for the extension numbers

You confirm that if we want to have call by call basis (eithet internal or external), we must have the ECHI enabled ?

Thank you..

 

[Stinney]

ECHI is still only going to provide call information related to agent ID, skill, vdn, etc. it will not provide call information for just regular extensions/phones.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius