Getting info on Reception handset 1

[Jim257]

Hi All,

We currently have a Symposium backed call centre with a number of agent logins that I can view through the Agent table in the Blue database, however the reception handset (extension 0) doesn't show up. I don't believe you need to log in to the reception phone. so I can kind of see why it isn't in the Agent table.

Basically I need to be able to tell when this extension is in night mode as calls are being diverted to our call centre instead of waiting in the queue for reception. Also it would be ideal if we could get a list or record of all the calls transferred and when night mode was switched on and off.

Any help much appreciated.

Cheers,

Jim.

 

[trvlr1]

I assume the Reception phone is a 2250 or similar? This is not using Symposium in any way, so you will not get call reports through the Symposium system. If you have some form of CDR reporting system, you should be able to manipulate it to give reports on ext 0, but this will only give you information after the fact.
If you need to have the reports in Symposium, you should be able to set up the receptionist as an agent through Symposium with scripting and managers will be able to see in real time what calls are flowing from that queue to theirs. "night mode" would then be no agents logged in to the receptionist queue in the reports.

 

[Jim257]

Hi trvlr1!

Thanks for the reply.

I'll have to go and get the model number of the reception phone, all I know is that it's massive, grey and really old.

We're trying to prove the receptionist is putting the phone into night mode so doesn't have to deal with queuing calls.

I'll be back shortly with more info.

Thanks again

Jim.

 

[trvlr1]

If you do decide to set up the receptionist as an agent, you may want to use a regular phone though, rather than the console (your brief description sounds like an M2250)It would be easier to train on and manipulate in the Symposium environment.

 

[Jim257]

Thanks again!

That is the exact console we have. Strangely enough I just went for a coffee break and another employee let slip that night mode is being actively used when the receptionist is busy, which then forces calls through to the call centre, obviously having a negative effect on their stats.

Obviously it will be worth looking at the incentives for this behaviour and trying to resolve them as opposed as this will provide a better long term solution.

Cheers again

Jim.

 

[effort1584]

In LD 2 you can get call volume for the attendant console. You have to go in there each hour, but for a short term solution pick your times.

Also, it would be interesting to see how calls are routing when the receptionist is busy.

 

[Jim257]

Thanks effort,

The problem is I'm a massive newby when it comes to Telephony manager, so I don't even know where to start with accessing the loads..

We've got a call logged with out provider that set up our phone systems.

Don't suppose you know off the top of your head of any documentation that could help me access LD 2?

Cheers,

Jim.

 

[Jim257]

Ok,

I've now found out how to access the loads and have gone through using LD 81 to list info on call groups etc.

What do I enter to get the details of the attendant console?

Cheers,

Jim.

 

[Utreg]

You can find attendant info via: LD 2.
Check the "Nortel Communication Server 1000: Traffic Measurement Formats and Output Reference: for more info;

http://support.avaya.com/css/P8/documents/100102055

 

[Jim257]

Thanks Utreg,

I hate to be a pain, but I've looked around and can't find the commands for running the TFC003 and TFC004 reports, little help?

Cheers,

Jim.

 

[Utreg]

Hi Jim,

LD 2 command info is more for the 'Nortel: CS1000 (Meridian) systems' Forum.
Found this old thread (4 an older Rls PBX but not mutch has changed since):
thread798-1484331

 

[Jim257]

Thanks Utreg,

I'll post a question over there.

Cheers,

Jim.

 

[Jim257]

For future reference I have posted a follow on question here:

http://www.tek-tips.com/viewthread.cfm?qid=1655400&page=1

Cheers,

Jim.

 

[Milesprower]

just a suggestion: have the console transfer call to a unique CDN when it is in night mode instead of directly transferring into call center. The CDN must be acquired and can default to the call center number, or you can invoke a script to transfer the call to the call center.

Then you can report on CDN for basic stats or on the application if you invoke a script for more detailed reporting.