General BCM Questions

[ron724]

Hi there, I am new to the BCM and have a few questions that I would appreciate some help on:

1. I know that calls can be recorded but requires the agent to enter some feature key. The caller will hear a disclaimer about the call being recorded. What is the code for this? I couldn't find it in the Agent user guide.

2. Is this recording saved in the agents mailbox or skillsets?

3. Is there anyway to copy this file off the BCM?

4. Call Center Flow: Can I tell the BCM to route a caller to voicemail if the Expected Wait Time is high? I know that you can play the EWT greeting then search for an agent and then keep looping but is there any way to do logical branching based on the EWT value?

Thanks in advance, Ron.

 

[Johnthephoneguy]

What release BCM are you on?

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[senk1s]

1. f989 after enabling record in COS
2. mailbox of the phone initiating record
3.
4. With caller input - i think the option is 9 to leave message in skillset mailbox

 

[ron724]

Sorry this would be the latest BCM version 4.0 since it's new purchase.

Thank you all for the responses so far.

 

[Johnthephoneguy]

4. with 4.0 has specific entries you can use for wait time and what you want to happen, you can transfer externally or internally (to another person or to a mailbox) it would be under that specific skillset setup

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[ron724]

JohnThePhoneGuy:

Is it possible to automatically transfer the caller to voicemail when the EWT is high? For example, instead of the caller being presented the choice, they are played an announcement and then transferred?

 

[Johnthephoneguy]

Yes, i dont have the exact config in front of me but it gives you the option to transfer if wait time = x.

JohnThePhoneGuy

"If I can't fix it, it's not broke!