Outbound Calling / CMS Tracking 2

[learn2shoot]

I have a S8710 switch with CM 4.0.3.

We will be having a outbound calling program setup where agents will be completing a survey, they will be dialing the numbers manually. I would like to have a way of tracking these calls in CMS, but not sure how these calls can be assigned to a skill for tracking. Is there away to assign these to a skill? Is there a better method that I have not thought of?

We also would like to have the ability to designate a call as - wrong number; no answer; refused..

Any additional thought would be appreciated.

Thanks
Bill

 

[jfh9219]

Avaya and outbound call tracking isn't a natural fit. There are tricks that can be used however.

We do outbound calling. To measure these calls we use AUX reason codes and have assigned one particular code to the "ACDOUT" calling. This lets us use a number of the CMS features for reporting. Also the AUXREASON code is stored in the agent trace table which lets us extract the information as we trace all agents all the time.

You could also set up a simple VDN/Vector that asks the agent to enter the number they want to call (including the digit to access an outside line). This information is then available in the call_record table for post processing. You can also use CMS for reporting on the VDN and/or vector. The dialed number is maintained in the call_record table in the date item LastDigits.

Neither of these approaches let you collect info on wrong number, no answer, etc. The use of stroke-cnt and workcode buttons are restricted to when the agent is on an ACD call or ACW for an ACD call.

 

[AvayaTier3]

stroke count, call work codes are great ways to do this.
you can associate 10 codes with stroke-count 1-10 button types and cms will track them.

"stroke-cnt", /* IM_STROKE 129 */
"work-code", /* IM_MDSTROKE 140 */


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com