Internal CDR vs. ACD queue

[coniglio]

I have an ext. programmed as SCR 2500. This SCR 2500 has five rollovers (SCR 2550, 2551, 2552, 2553, 2554). There are six people who have all six of these SCR keys on their phone. My manager wants to track how long calls are waiting before they're answered by any of these individuals, how many calls aren't getting answered at all and going to voicemail instead, etc. I think the only way to check this info is to make 2500 and ACD queue and make all the people who answer it ACD agents. But someone told me to look at internal CDR. I don't think CDR will help at all. Please advise. thank you

 

[janaya]

You will need to set this up like an ACD. CDR does not track how long the calls "rings" on a phone set. It begins to track once the call has been answered. And still this is probably not what he will want.

If you have ACD then it's easy to program.

John

 

[coniglio]

one more question, then. If internal CDR only begins tracking once the call is answered, if the call is NOT answered and the caller goes to voicemail, internal CDR won't capture it at all, right?

 

[janaya]

good question...let me look back in my cdr records to see what happens....

 

[coniglio]

Janaya, I eagerly await your response. But I also want to make 100% sure that there is NO WAY to track how many calls to this help desk DN 2500 are answered, not answered, and going to voicemail using CDR (or anything else besides ACD).

 

[coniglio]

one more thing, janaya. I tried turning on internal CDR for an entirely different reason on one of my phones. I simply made the CLS ICDA. guess what? no record was captured when I called that DN. I must need to do something else, right?

 

[janaya]

NTP 553-2631-100 Call Detail Descriptions and Formats

"Internal Call Detail Recording (ICDR) package 108, provides a call record for internal calls. An internal call record is output for stations or attendas with the Internal Call Detial Allowed (ICDA) Calss of Service."

So you are on the right track there. The NTP did not say it would allow or disallow ICDA entries without the 108 package, so you may want to print your pkg items in LD 22 to make sure you have that opton.

On the Voicemail transfers

"The Call Detail Recording on Redirected Incoming Calls feature provides enhancements to Call Detail Recording (CDR) operation on incoming calls.

Without this feature, when an incoming call is redirected the Terminating ID field of the CDR records shows the party before the last party in the redirection chain. It does not show the answering party. With the Call Detail Recording on Redirected Incoming Calls feature, the customer is provided with the option to retain the mode of operation (identify the party before last) or print the last party (the answering party) in the Terminating ID field. This functionality if provided for calls that have been redirected by:

1. Call Forward All Calls
2. Call Forward No Answer
3. Call Forward Busy
4. Hunt
5. Intercept Computer (ICP) Call Forward.

So according to the NTP, you should be able to turn this on and see what calls terminate to the , BUT, you must have package 259.

It's all about the Benjamins..you have to buy both packages in order to make both work.

Hope this helps.

John