Identifying calls

[eseibert]

Here is the situation we have. Within the 1 call center I have, there are 3 separate groups within. Is there an easy way to determine which call is for a specific group. I'll use the following example. Agent A can answer 3 different types of calls: Call 1, Call 10, and Call 100. Is there a way to flag these calls as they come in or something of that nature. Right now, the supervisor would have to sort through all of her calls to find samples that have to be sent for other to listen to. Please help. Thanks.

 

[biglebowski]

do these calls come in to the 3 groups on seperate trunks or hit 3 different hunt groups?

Merry non denominational winter festival!!!

 

[eseibert]

The calls come in on the same trunks and hit 3 separate hunt groups.

 

[biglebowski]

I would suggest running a query listing all columns and comparing the 3 seperate calls, you may be able to find destination details that are specific to each of the 3 different call types. You can then set that specific in 3 predefined stored queries.

Merry non denominational winter festival!!!

 

[eseibert]

I looked at the DTMF section and it seems as if i'm only getting digits they dial. Is there something I need to turn on in the NICE software or on the switch side?

 

[AlmostMe]

If you have any sort of integration the DNIS is probably the first field to look at. This should be the last four digits of the inbound number however certain integrations this will change during the life of the call.

 

[eseibert]

I understand that, but if I could capture the VDN that the call comes in on, that would be golden. I could then run a query based on the VDN specific to the hunt/skill needed. Right now, it just isn't practical to search through every call to see which is which. Any ideas?

 

[AlmostMe]

What sort of integration are you using? If you're using Genesys for example you can probably populate a business data field (key value pair) with the VDN and have NICE capture this.

 

[eseibert]

We really aren't using any integration right now. Are we in need of a certain product to send the caller I.D. through to the Nice Recording solution?

 

[AlmostMe]

So currently you can only search by date, time, duration, and channel?

Depending on what type of PABX you have will decide what sort of data you could get out of it with regards to integration. This would require a NICE CLS server for starters.

 

[eseibert]

I've heard of the CLS server. We have a definity G3si and prologix. Are you aware of a ball park figure for the CLS?

 

[AlmostMe]

No idea, depends on what country your in, the number of seats you are recording, and the markup your supplier puts on the Nice price. I'd assume you already have a MapD board and Avaya CT server, if not then these would also be additional costs.

 

[eseibert]

Okay, thank you for the information. I really appreciate it.