New Call Center... No Experience 2

[Mugsiensedgwick]

I am tasked with setting up a 2 station (will probably grow) call center and haven't got a clue.
We have licenses and vectoring turned on.
I have done a little vectoring.
Can anyone direct me to a 'how to' site?
What they're after is a reporting method.
Thanks,
-Randy
Here are my settings now.
CALL CENTER OPTIONAL FEATURES

Call Center Release: 8.3

ACD? y PASTE (Display PBX Data on Phone)? y
BCMS (Basic)? y Reason Codes? n

BCMS/VuStats Service Level? y Service Observing (Basic)? y
Business Advocate? n Service Observing (Remote/By FAC)? y
Call Work Codes? n Service Observing (VDNs)? n
DTMF Feedback Signals For VRU? n Timed ACW? y
Dynamic Advocate? n Vectoring (Basic)? n
Expert Agent Selection (EAS)? n Vectoring (Prompting)? y
EAS-PHD? n Vectoring (G3V4 Enhanced)? n
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? n
Least Occupied Agent? n Vectoring (G3V4 Advanced Routing)? n
Lookahead Interflow (LAI)? n Vectoring (CINFO)? n
Multiple Call Handling (On Request)? y Vectoring (Best Service Routing)? n
Multiple Call Handling (Forced)? y Vectoring (Holidays)? y

(NOTE: You must logoff & login to effect the permission changes.)

 

[Mugsiensedgwick]

Forgot. G3siv11 R011i.02.0.110.4

 

[leftyx]

Vectoring (Basic)? n

Are you sure you have it turned on?

 

[Mugsiensedgwick]

Not sure how to tell, either question.

 

[DAVIDPAYNE]

It does not look like you have Vectoring turned on. You may need to check with Avaya to see what they say about what feature are suppose to be active. They could have screwed up the Lic file.

 

[Mugsiensedgwick]

I have a number of vectors already in place, although they are not related to a call center. Does that make a difference?

 

[98Converter]

IMHO (2) stations wouldn't typically be defined as a call-center. Maybe post what you've been tasked to do, and I'm sure they're are many alternatives other than building out a call-center for (2) people... Plus they'll probably be a LOT cheaper-



Thanks,
98C

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[Mugsiensedgwick]

In the end all they want is reporting on who is taking the most load and how many abandons.
They also want least idle capabilities.

 

[98Converter]

Sounds like a simple Hunt-Group would give you that...

Thanks,
98C

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[Mugsiensedgwick]

Yes, now that I think about it, I think it would.
Thanks,
-Randy

 

[mikeydidit]

You have ACD turned on. Make this a ACD hunt group and you can get the measurements that you need.

"li bcms split xxxx" x= whatever the hunt group number is
"li bcms agent xxxx" x= extension number for agent

You can also set up VS stats for the groups and q-calls buttons. Be a good way to go forward with this and not pay $10,000 to have basic vectoring turned on.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Mugsiensedgwick]

I have a little trouble here.
I made a hunt group and it was working as advertised. Then I nade it an ACD hunt group and now I get busy on dialing the HG #.
Then I did a li bcms split 4590 and it indicates it's an invalid split.
What am I doing wrong?
See attached:
Group Number: 5 ACD? y
Group Name: Patient Accounts Queue? n
Group Extension: 4590 Vector? n
Group Type: ucd-mia Coverage Path:
TN: 1 Night Service Destination:
COR: 3 MM Early Answer? n
Security Code: 0123
ISDN Caller Display: grp-name

HUNT GROUP


AAS? n
Measured: none
Supervisor Extension: 2250
Priority On Intraflow? n

Controlling Adjunct: none



Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n
HUNT GROUP

Message Center: none






LWC Reception: none



First Announcement Extension:

HUNT GROUP
Group Number: 5 Group Extension: 4590 Group Type: ucd-mia
Member Range Allowed: 1 - 200 Administered Members (min/max): 1 /2
Total Administered Members: 2
GROUP MEMBER ASSIGNMENTS
Ext Name (24 characters) Ext Name (24 characters)
1 : 2075 2075 Randy Mitchem 14 :
2 : 2250 2250 Randy Mitchem 15 :
3 : 16 :
4 : 17 :
5 : 18 :
6 : 19 :
7 : 20 :
8 : 21 :
9 : 22 :
10 : 23 :
11 : 24 :
12 : 25 :
13 : 26 :

At End of Member List

 

[RVelle]

The Skill number is: "5" for your Patient Accounts, so try "List BCMS Skill 5" for metrics...though first you will need to change page 2 of the Skill/Hunt for Measured to Internal for the system to start saving the metrics/details so you can get some reporting


For the two test agents you have setup, are they both available and on working extensions (can each one call the other)?

Try also cahnging the Queue option to: "Y" to see when dialing the hunt group ext if the call will sit there and queue (which then may also point to an Agent extension prob) -- Im not positive if Queuing is turned off without call center ability though...sry

RVelle

 

[mikeydidit]

If it is a ACD hunt group, at least one member must be logged in or you will get a busy when dialing the hunt number.

An easy way to do this is place a call appearance button on your phone and log them in from your office. Use your manual in code. Once they are logged in you can use the "mon bcms spl 5" and see who in logged in and the state (aux or auto-in) of the agents.


When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Mugsiensedgwick]

When I log in and then do a "mon bcms spl 5", ot gives me "5" split or skill not measured by bcms.

 

[mikeydidit]

Measured: internal page two

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Mugsiensedgwick]

I can now see that no one is logged in. I added feature access codes and entered those codes and it evidently doesn't logging them in. In this case on both phones I entered 148.
Page 2 is now internal.
here's what I get on mon bcms split 5
BCMS SPLIT (AGENT) STATUS

Split: 5 Date: 15:47 MON MAY 17 2010
Split Name: Patient Account
Calls Waiting: 0 Acceptable Service Level: 20
Oldest Call: 0:00 % Within Service Level:

Staffed: 0 Avail: 0 ACD: 0 ACW: 0 AUX: 0 Extn Calls: 0 Other: 0

ACD EXT IN EXT OUT
AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS

 

[mikeydidit]

These are the codes you need. Log them in manually then put them in auto-in. You can also assign buttons on their sets for this. I make them (at work) for auto-in and (at break) for aux-work.



Login Access Code: (manual-in) puts the agent in aux-work
Auto-In Access Code: (makes that agent available to take group calls).
Aux Work Access Code: (makes that agent where they will not get calls) Like at break or lunch

Logout Access Code: Takes them out of the group.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[Mugsiensedgwick]

Here is page 2 of disp hu 5
HUNT GROUP


AAS? n Acceptable Service Level (sec): 20
Measured: internal
Supervisor Extension:
Priority On Intraflow? n

Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n



Here is page 1 of mon bcms spl 5

BCMS SPLIT (AGENT) STATUS

Split: 5 Date: 16:11 MON MAY 17 2010
Split Name: Patient Account
Calls Waiting: 0 Acceptable Service Level: 20
Oldest Call: 0:00 % Within Service Level:

Staffed: 0 Avail: 0 ACD: 0 ACW: 0 AUX: 0 Extn Calls: 0 Other: 0

ACD EXT IN EXT OUT
AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS

 

[Mugsiensedgwick]

Still not working.