Reporting question Prof call center. 2

[MRBRENT]

Is there a way for me to report on the calls I answered in the call center with caller Id. I have a customer that claims they called 15 times this weekend and we didn't help them. I looked at the abandon calls by cid and their number was not in the report. I would like to look for his phone number and trace his inputs in the ccr tree and into the call center. Is this posible??
Thanks

 

[mad006]

You can use:
a) default BCM CDRClient (see in real-time, the calls)
b) CDR logs in the BCM (and trace the calls)
c) you can purcahse CDR/Accounting software. (which pulls the call log and give you a nice GUI look of the calls)

As for the CCR Tree:
a) you can log into the BCM VM and take a look CCR Reports.

Hope this help

RT

 

[MRBRENT]

I see where to set up the reports but I don't see how to view them can you point me in the right direction?
Thanks

 

[mad006]

To see it in "real time": go to install clients and download CDR Client Wrapper under Toolkits.

For the CDR log, you need to tell me what BCM you are running for me to give you the instructions to get there.

RT

 

[MRBRENT]

Thanks, first I have a bcm 400 3.6 with prof call center and call center reporting. I installed the client wrapper and I have tried my bcm ip address and my system name in the server field and get an error "unable to create connection point object, access denied" I then found I have to create a user with the cdr user access which I did. I'm not sure what to do from that point. Do I log into the bcm with that user name then launch the client wrapper application?
Thanks for you continued help on this.

 

[3Sixty]

You need to set up the user on the BCM to have the details you use to log in to the PC you have installed the CDR wrapper.

I.E

Windows 2000
Username Marshall
Password Marshall
On the BCM you would need to set up the username Marshall and password Marshall. Then put the user in the CDR group.

The CDR program uses the information used to logon to the PC to authenticate with the BCM.

 

[MRBRENT]

MrMarshall, that worked to get logged into the cdr wrapper, however it connects to the bcm but I get no data. I will list my setup here for reveiw.

Report Parameters

Format Norstar
Report Type All
Lang. English
Report Filter All
Feature Code F9 00

Report Options

Date format mm/dd/yy
Header Format Source/Destination
DNIS Information Enable
Connect Char Disable
Clip File Schedule Weekly
Clip File Size 14
CDR Disk Space limit 800

Market Parameters

CLID with Name Enable
Long CLID Support Disable
Clid with call type Enable
Support Call Charge Disable
Answer Supervision Disable
Call Filter Duration 2
Hospitality Records Disable

 

[3Sixty]

What operating system?

If it is windows xp with service pack 2 I have seen some posts about and people are experencing problems with service pack 2

The other thing is the internal firewall switched of on windows XP if that is your O.S

 

[biv343]

Exactly right mrmarshall. XP SP 2 blocks DCOM traffic, even with the firewall disabled. There isn't any way around this as of yet.

Gotta love Microsoft....

 

[MRBRENT]

It is XP so I will try on a 2K machine. Thanks