Help! Need to get call center reporting working on BCM 400

[ericturner]

I have a BCM 400, and Qwest has been less than useful getting call tracking working. I have an outbound call center and all I need to know is who called what number, when, and how long! I will make it worth someone's time to help me get this working. I have full access to the box, server, etc. rtuinfo@gmail.com - Eric

 

[Diablo1]

Did you purchase & install the Call Ctr Reporting keycode? If that is done print off the Reporting s/w manual and follow the instructions. Make sure the PC being used for reporting is a standalone server. Follow prerequisites in manual to avoid problems.

 

[ericturner]

I walked into this position after they had already tried to get it working. I did print off the manual for it - how do I see if the key is installed? Through the BCM keys management part?

so I will install the call center reporting software on a standalone PC that has nothing to do with the call server, right? That was my understanding previously

Thanks for your help!

 

[Executor71]

Hi, you have to install the CC reporting on a standalone PC at least win XP pro with IIS installed.
Then install the RCC client on that PC, you have to configure the BCM to send the data to your RCC host and set the RCC password.
When you've done the connect to the RCC PC with your browser and complete the configuration.
Enjoy!

See you!

 

[ericturner]

I think an issue I am running into is I can't find the call center reporting standalone software where the manual says it is. It says to check in "install clients" of the bcm, and i see a lot of other software there, just not the call reporting client. I could provide screenshots if necessary. I have an XP Pro machine with IIS installed waiting for this to work. Can I talk to someone on the phone and see if they can find out what is going on?

 

[Executor71]

What is the version of your BCM??
Anyway the software is there in the "install client" section, you have to find out the RCC client there.
Be careful to configure the IIS as the manual show.
Bye!

 

[vztech]

ericturner

if your looking who called where and when that's CDR software (RSI) not call center reporting.
contact center reporting will give you a bunch of stats
how many agents logged in
avg call waiting
etc.

to install the RCC
needs its own PC(on the network) with IIS installed I would use XP OS from that PC open web browser and enter the BCM ip address and download contact center reporting.

after install in the web browser enter

http://localhost/rcc

user : admin
Password:0000
you will still need the install docs for a few more setting on the PC and RCC configuration.

It's only dialtone-VZ

 

[ericturner]

Ok, so now the localhost/rcc works - but it says i don't have any assigned skillsets - currently the agents come in, sit down, dial 8 to get out, and dial the phone ##. I think that I need to assign skillsets, which makes it so the people log in to their phones? I'm sorry, I'm a bit of a newbie on this, but your help is appreciated for sure!

 

[56BelAir]

you need to add users in RCC and assign them skillsets.
Then they can login to RCC and view the report based upon the skillsets that wer assigned to there login name.

 

[ericturner]

i don't need the phone reps to see the stats...

 

[56BelAir]

You still need to add an administrator user login.
such as ( ITMNGR )then under the add users tab click assign skillset. Add ITMNGR to (Skillset1) for example.

Then he or she can login with that user name and view reports in the skillsets assigned to them.

 

[MagnaRGP]

Eric has an OUTBOUND call center (2nd sentence of original post). Skillsets and RCC are useless for that.

Eric, you need to purchase a third-party CDR software package (RSI Telecost is one such package, not necessarily the best).

Install Clients has a real-time CDR client that you can install, but there is no historical reporting on that, hence the need for the third-party software.

 

[Executor71]

Eric, have you connected de RCC server to the BCM database???
Bye

 

[lugerlover]

I have a BCM 400, and Qwest has been less than useful getting call tracking working. I have an outbound call center and all I need to know is who called what number, when, and how long! I will make it worth someone's time to help me get this working. I have full access to the box, server, etc. rtuinfo@gmail.com - Eric"

Only 1 person saw/read what was asked??

I have an outbound call center and all I need to know is who called what number, when, and how long!

outbound

 

[Executor71]

Hi Eric, sorry for the misunderstanding.
The BCM have an applet called CDR, the CDR logs all the call (incoming and outgoing) done by the BCM.
You can simply read the log file downloading it from the FTP of the BCM, or let a 3rd party software interpreter for you and display all the data in a friendly way…
We have developed an application which work in outsourcing, to let this data displayed in a easy way…
You can see an online demo on

http://www.qbilling.it

I'll forwarded the user and the password via email.
Bye!!

 

[naurry]

There are a couple software makers out there; I've found Convertec to be solid products. I'm not sure if they have exactly what you're looking for but it couldn't hurt to ask.

http://www.convertecinc.com/

 

[ericturner]

Wow - it seems quite difficult to find a trial download of the RSI software! Does anyone know where to get it?

 

[jjenninetadmin]

we have the same as you. we run a outbound call center and the thing you are looking for is call accounting software. the built in rcc really is just what it is. once you install and configure rcc to talk to your bcm it goes to the bcm and collects call data for the phones you have configured with agent id's and they sit down and log in to the bcm. for what you are looking for you need a program like the one we use is called call sweet. it loads on the same box you have rcc on. then they work with you on the particular things needed to gather the data from the bcm in either a push from bcm to ftp or a pull from bcm using the cdr pull client. (the cdr client is really a raw data collector) then the software gives the reports you are looking for inbound and outbound called numbers how long etc. it is very detailed information for call accountability.

 

[ericturner]

jjenninetadmin,

Can you please give me more information on this? Where do you get it?

 

[jjenninetadmin]

it was a software package included in our purchase but the web site is

http://callsweet.com/products/

this package provides the call accountability you are looking for. it can be set up two ways. either the pc you are using for rcc would need a windows ftp server running and you enable the data push from the bcm or since we do not allow ftp at all for security reasons we used the cdr pull client included with the bcm software and it pulls the data to the pc and the call sweet ap then picks it up and inserts it in to the call sweet database. there are a lot of features we can't use from the software due to limitatations of the bcm400 but the call accountability works perfect.