Max Migration to SCCS 4.2

[JERO57]

I have a 3rd Party Voice Response Unit that fronts my SCCS 4.2. Currently the call volume for the unit is measured by Meridian MAX in the "Summarized ACD-DN Performance Report". This is the only thing I use MAX for now. Has anyone found a way to monitor activity of such a unit in SCCS without making it a CDN or adding it to the Master Script thus keeping it in front of Symposium?

 

[atascoman]

I am not positive on this, but if the IVR unit is passing the call to the ACD queue directly, the application performance and agent performance reports should show the count under the ACD/NACD field.

 

[JERO57]

Atascoman, unfortunately the ACD DN controlling the IVR is not the default ACD of the Call Center CDN so it is not measured in the Application Performance. The only thing the IVR ACD DN has in common with Symposium right now is an OPT81C.

 

[jhonm]

Symposium can provide reports only for the calls passed through it so it seems impossible to get the statistics.

I have done it with my CallPilot & 3rd party IVR but using CDN. I am using CallPilot as front end but call first goes to master script of SCCS and than routed to CallPilot and IVR. I got the statistics in CDN Report.