SMDR FOR CONSOLES

[Laylobrown]

We have two console- attendents at a location and there are having an issue with night mode being turned on before closing. Now when someone call XXX-1000 one or two of the attendents (ext 1513 or 5001) will answer the phone. They are using the 5550 console sets plus the PC application as well.

There is a COS for the consoles and I made sure the SMDR X/I are both enabled. I can see calls coming into xxx-1000 and that they are transferred but as far as the individual extentions I am not about to get any smdr from them. Is thre something that I am missing?

We basically want to see if someone is not answering their phone or putting the system in night mode before 5pm.

Also we are using Prairiefyre 6110 CCM (might be called something else now @ prairiefyre.com) I was even thinking of suggesting that they put the attendents in their own ACD group so we can get real time data from them.

 

[kwbMitel]

The maintenance logs show who and when the system is put into night service.

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If we don't take care of the customer, Maybe they'll stop bugging us.

 

[Laylobrown]

Thanks.

 

[Laylobrown]

You know the maintence logs does list when and who puts it into night mood but as far as pulling smdr on console activities as you would do a phone user is my question now.

When you add a console phone it doesn't show an option to add a class of service to the console. Is it in the ip console application on the pc?

 

[kwbMitel]

LB,

Station Service Assignment is where you assign COS and COR to all users including consoles.



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Hard work often pays off after time, but laziness always pays off now.

 

[becca1jane]

SMDR logs show calls involving consoles with an entry of ATT - so you can find all calls that consoles were involved in by matching that in SMDR (one ext will be ATT1, the other ATT2). Better yet, if you have traffic reports enabled you can do traffic reporting on attendants and attendant consoles.