Reporting Call Stats using BCM 50

[sk391]

does a BCM 50 report on the calls that it handles.

I would like to know general information. I would like to know how many calls are waiting to be answered at any one given time and also to be able to pull some sort of report at the end of the day about the number of calls taken and missed etc. Does a standard BCM report this or do I have to have an additional piece of software i.e call logger?

Thanks

 

[SNSSMIS]

I would like to know too. I can not get a straight answer from the vendor if it will provide Call Reporting or not.

 

[56BelAir]

Reporting for call center software keycode will generate reports for a call center skillset. It will also let you view wallboards on your desktop. Feature 909 I believe will view status of all skillsets on the phone itself.

 

[SNSSMIS]

What if you just want trunk utilization on PRI and Analog module? Need to know when to remove analog trunks if possible.
We have no call center.
Thanks!

 

[56BelAir]

Download the BCM monitor from the BCM, you can view line information from there on all trunks.

 

[morningstiffy]

If you want real time information on number of calls waiting and missed calls on your reports you will need to have BCM Reporting for Call Centre enabled on the system (you will need to purchase a license from Nortel)and each person will need to log on as an agent.

Call Centre Reporting will ONLY report on agent skillsets NOT the whole system stats. For example you want a report on the total number of incoming calls into the whole company (DDI's included). If you require this information you will be required to setup CDR (Call Detail Recording)on the BCM. There is no license for this.

Basically the CDR is transferred to a computer on your network (several ways to do this). You will then need a third party call logging package to read this information and create reports. Nortel does not do this for you. All the BCM does is spit out the call data.

Hope this helps.

MS

 

[SNSSMIS]

Excellent! CDR is what we want and as long as it is consistantly the same format, we will write a program to count the calls.
Anyone out there have any code to do this already?
Any Power Builder or IBM DB2 intigration? Access or any other database integration.
Thanks

 

[GLAJETMAN]

How do you pull the cdr data of the switch.

 

[NeilNobles]

From just a quick look at the help guide, it appears to be a program that you download from the BCM and then setup.

 

[naurry]

Download the CDR client from the BCM or you can also schedule FTP transfers through Element Manager (Administration's tab).