Panasonic TDE100 - Capture UCD group call information

[Leon1968]

Hi

Using Panasonic TDE100. When client rings in the call is captured by auto attendant and customer is given number of options to direct to correct agent, using distributon groups.

eg client calls in from Birmingham , presses option 1 and call is sent to UCD group 615, which has 4 agents within group. The same 4 agents could be in other UCD groups also eg 610, 611 etc....

We need to be able to report on which group the customer selected, but the software we have doesn't appear to capture this information, only the extension that answered call.

Does anyone know of any software, or other method of capturing this information?

We have both call logging (SMDR) and call monitoring (CTI) software but neither captures the groups. We do have Communication Assistant software which does show the UCD group information but we can't report on this.

Any help would be much appreciated.

Thanks

Leon

 

[obtsystems]

does the AA anounce the call(you have a call) if so try changing the extension transfer to fxd, this should log the call being transfered to icg group

 

[AGComms]

also check your settings in the smdr options.
set the RC condition and AN Condition to "Print".
this will show additional lines for the same call
1 line for recieved and addirional line for Answered.