No Outgoing Call data from Call Center Reporting

[Sanders1]

I have the Nortel Norstar network with CallPilot 150 and SMDR6 and a 3rd party program From RSI called Telecost Voice and Data Management CMS.
My problem is with my summary reports under the Nortel Call Center Reporting. I can not get outgoing data to apprear on the summary report. Outgoing call data does appear on the agents reports but will not show up on the Daily summary. This is a call center and we need data both outgoing and incoming. I have 2 skillsets running and I think only 1 huntgroup set up with all users on it and with no lines assigned to it. The RSI software was sold to the company to capture all call data and provide it to the Nortel software. So far this has not happen. I can get all call data from the RSI software but it is for ANY call not based on the Nortel skillsets.
As you can probably tell I an new to this and thrown into a mess that was here way before me. Any help anyone can provide would be appreciated.

 

[senk1s]

the rsi software is capturing stuff from the smdr ...
but the callcenter reporting software needs to be/ is on the callpilot

if you are trying to setup for the first time ... it is better to call your vendor and get this setup

 

[rhowlett]

One software has no idea about the other. Are you running Call Center Reporting on a PC?

 

[Sanders1]

Yes, am running web interface from pc for the call center. This is not a new install, has been up for almost 2 years like this and now I have inherited the nightmare. I have basically had to teach myself what I know because my vendor, SBC, will not supply support for a product that seems to have never worked right in the first place. I had to set up skillsets to split calls between the 2 departments. Before, all of the calls were routed either to the single skillset that they left us with or the operator ext. Now that I have the skillsets working properly I need my reports from the CallPilot Call Center Reporting to show all call activity within the skillsets, not just the inbound calls. I can see outbound call data in the agent reports but it doesn't appear in the daily summary. It appears that the CallPilot Call Center Reporting is receiving the data but not providing it to me in the summary report. Someone told me that when you go into configuration for the Call Center Reporting and upload your skillsets, agents and lines you should see data from each. I get data from all but the lines. Does this matter?

 

[rhowlett]

Got me stumped. How old is the Call Center Reporting software? I am sure there has been a newer version since your install. I was reading the fixes for the CP 2.1 software and remember seeing a few things about Call Center & CC reporting.

Try and get your stuff upgraded. Based on your response, it sounds like it's time for a new vendor.