MITEL 3300 ACD Make Busy Report 1

[mmck1964]

New to the MITEL System. We have a Mitel 3300 and using ACD Express for 10 agents. Also using MCD 6.0 SP1.

Is there a way to report on the use of the Make Busy Button for the ACD agents within the MCD? Or, is there another reporting software package available, other that PrairieFyr? I cannot justify $15k for PrairieFyr just to monitor 10 agents.

Thanks

 

[Supernova99]

Mitel also sell the CSM product which is much cheaper.
I am sure this also reports on Make Busy Reason codes

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[Waldosworld]

ACD Express does not provide real time events so therefore no reporting.

 

[Supernova99]

That is not correct
CSM does report on Make busy reason codes with ACD Express even the basic version

See table below

Voice routing (ACD features)
ACD implementations ACD2 ACD2 ACD Express
Maximum agents 350 25 100
Maximum queues 999 999 64
Make Busy with Reason Codes Yes Yes Yes
DND with Reason Codes Yes Yes No
Multi-group agents Yes Yes Yes
Unlimited wrap-up Yes Yes No
Forced account code entry Yes Yes No
Agent Hot Desking Yes Yes Yes
PBX Skills-based routing Yes Yes No

Sorry about the formatting but you get the idea

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[Supernova99]

There are 3 versions of CSM
Contact Center Enterprise Edition(1) Contact Center Business Edition (2) Customer Service Manager(3)

Where (3) is the most basic and cheapest but will report on Make Busy Reason Codes for ACD Express


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[mmck1964]

Thank you!!!