Phone Survey Reporting

[alarussa]

Our office is looking to setup a post call survey. Does a Definity system support this type of reporting? From what I see you should be able to use the vector and vdn to this, but I'm not 100% sure. Our office also uses BCMSVu for call center tracking.

I'm still working out the kinks with the vector, but I have seen a few posts here that should be helpful.

Thanks

 

[kyle555]

You would need something like Voice Portal (now Experience Portal) to keep the call in the vector and take over automagically once the agent drops/xfers.

You still need something beyond Definity to run that survey, tabulate the results and push it out somewhere. That's outside the scope of a PBX and you're in IVR territory.

 

[golfnutx14]

This is true, we are looking into now and its part of Avaya Experience Portal. EP has different modules so make sure you let them know its for surveys.

 

[alarussa]

Thanks for the reply. I also have been in touch with Avaya about possible implementing a Virtualized Environment that would initially be just for our call center. Waiting to here back with more information. I'm assuming that should give us some flexibility. We don't necessarily need to go the survey route if we can get a better call center reporting inline with CMS.

 

[ddog6601]

kyle555 has hit it right on the head in the above posts. the dedicated message button probably not going to light for both phones BUT the second phone will just needs a aut-msg-wt button added.