Micc IVR report

[Tinos]

Hi all

I have a MICC installation with a single queue. It is required to identify incoming calls based on area codes so that reports can be run to see number of calls (call count) that came from each area code.
My thinking is that they should be a queue for each area code. Calls will be identified with IVR ANI and routed to relevant queues then run reports based on those queues. I am not sure which report to run for this?
Any advise?
Thank you.

 

[Billz66]

if you are splitting the calls in the ivr based on ANI and delivering to individual area based Queues then a Queue P[highlight #FCE94F][/highlight]erformace report is the easiest

If I never did anything I'd never done before , I'd never do anything.....

 

[Billz66]

or you could put them all in a Queue group and run a Queue group by Queue report

- best thing to do is run a heap and look at the results.
what is 'best' will depend upon the information that is required

If I never did anything I'd never done before , I'd never do anything.....

 

[Tinos]

The intention is to measure call volumes based on area codes ANI however the queue will only be one.
I am still not sure how to go about it. Is it enough if I setup the IVR to answer then inspect ANI and transfer to Queue? Which report must I then generate.

 

[Billz66]

much easier and better stats if you follow whet you said "My thinking is that they should be a queue for each area code"

put the agents all in the same skill group , set all the queues to the same config with the same skill group
then reports can be run per queue

you can probably set names on the IVR ANI detections and you might be able to run a workflow report branch by condition
the stats wont be as good though

If I never did anything I'd never done before , I'd never do anything.....

 

[Tinos]

I now have a new thinking as below:
Create a queue for each area code without agents and allow to queue without login agents. These queues will overflow to the amin queue where all the agents are logged in.
Will this work and which report will have the call counts for the area codes?

 

[sarond]

If you wanted to go that way you could program a queue for each ANI condition and then use either interflow (1 sec) or unavailable positions to the main queue. This would then count the calls.

Use a normal queue performance report to see the stats.

 

[Tinos]

I have noticed that my yoursite explorer does not have the section for IVR. How can I add it?

 

[sarond]

What version are you running?

You may need to run the setup config wizard again.

 

[Tinos]

MICC 9.2. Whats the procedure for re-running the config wizard?

 

[Tinos]

I have re-installe MICC_9200 and I still don't get IVR Routing. Any advise on how to get it on Yoursite Explorer?

 

[sarond]

When you go through the MiCC Setup again there is an option to customize what features are enabled. Tick this box.

You can then enable IVR Routing.

 

[Tinos]

Hi Sarond.

I still don't have that option and I am told that it is license dependent. I was told that if I don't have IVR licenses then that option wont show. Is that true?