IP office and Customer Call Reporting

[Timmkatt]

In our current office environment we prefer a collective group so that all agent phones ring when a call comes in. This is not supported in the CCR. Does anyone have a work around for using a collective group and still have the ability to use the CCR. Is there any option to have a collective group and use the CCR to only report on # of incoming, answered, dropped etc. based on the queue rather than by agent? This would be preferable than having no reporting at all. Any help you can offer would be appreciated.

Thanks

 

[tlpeter]

You can do that bur your repprts will have a lot of missed calls.
That is why collective is not supported.

BAZINGA!

I'm not insane, my mother had me tested!

 

[Timmkatt]

Do you mean we can do a collective group and still get reports with lots of missed calls showing or we can get reports on the queue rather than by agent? Can you clarify. Thank you.

 

[tlpeter]

Yes you can.
The point is with collective groups that all phones ring.
When some one answeres the all the other phones have a missed call.
This also applies to the group.
But if you don't mind or use that then it is OK.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Timmkatt]

One more question...
Besides the missed calls being inaccurate would we still be able to see how many calls came in, were answered, call durations, etc. In the reporting?

 

[tlpeter]

Yes you can see those.
Answered is not affected.
Call duration should be no problem at all.


BAZINGA!

I'm not insane, my mother had me tested!