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Incoming calls 3

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obobob

Technical User
Oct 20, 2002
112
CA
Hi,
All our incoming calls are answered by the VM-CCR, is there a way of tracking where these calls are transferred? The call log shows that the call was transferred to VM but doesn't show the extension that got the call.
Will SMDR show this, or it will only show the transfer to the VM?

MICS 4.1
NAM 4.0
Any input will be appreciated.
 
you can check the CCR tree ...that will give where the options transfer teh calls to.
 
Thanks for the reply senk1s,
I do know how the ccr trees are build, what I need is a way of monitoring how many CO calls a single extension received during a period of time.
 
sorry obobob i misundertood ur question

SMDR keeps tracked on all dialed digits even when dialed on the AA prompts, extension transfer, ...
(refer smdr6 coordinator guide)

But what i dont know is if there is a software that will generate a report based on this information

If you want to monitor extension traffic ACD is the best option, and if your system has hunt groups, they can be monitored too for statistics
 
the report off the vm manager for ccr tell you how many people dialed each option...the raw data from smdr should tell you where each call goes from the voice mail just a little hard to follow

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.

 
Thanks all,
We are using Cinphony I but it is only limited to 30 logged in users (simultaneously) I am wanted to know if SMDR will do us good for monitoring how many CO calls an agent received without being logged in to ACD.
Upgrading to Cinphony 2 is not an option now.
 
hunt groups is the poor man's ACD ... thats the way to go
 
The smdr6 will give you the info you are interested in and you don't always need a Call Accounting package to interpret I have one customer that captures the data using a terminal emulator like procom or hyperterm and imports the data to a standard spreadsheet, then sorts the data by the receiving station field.

JerryReeve
Communications Systems Int'l
com-sys.com
 
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