Special Purpose Call Information Logging

[ExtensionManager]

Hi,

I´m looking for a solution to the next situation:
I have a digital extension (Helpdesk function), and somehow I want to log the datas of all incoming calls.
When did it ring, when was it picked up, how long did the conversation take, who called ...
I have Tabs call logging system, but this is not the convenient solution for this.

Anyway, SW:BC9

Do you have any ideas?

Thanks in advance

 

[fidde]

As I see it you can use Application Link to monitor the extension. You can write you on logging software or buy one (like Call Monitoring Manager from intel).

Fredrik

 

[ExtensionManager]

What is Application Link exactly? The same as used in OWS? (CT box as far as I remember?)

 

[fidde]

Yes , fr BC9 it use CT adapters for later releases it us IP towards the NIU. It's used to monitor all events that happens on a phone and also controll it. You can us TAPI, TSAPI or CSTA towards it.

Fredrik

 

[ExtensionManager]

Thank you very much.

 

[lalrl]

It is a very expensive idea to install Appl.link for one digital extension. And I think AL3.0 is phased out.

But using ACD with CallCenterManager isn´t much cheaper...

 

[Hitechbuzz]

What version of TABS?
If you use "call details/summary" report you can get some of the info, if you set details, the extension number & type of call you will get incomming time and duration of all calls. And if you run a incomming call status breakdown report it will give you the total calls average ring time ,calls answered within a set time(you can set this) calls lost calls busy. If you want the Caller ID you will have to get this turned on by your service provider for ALL of your incomming calls. You may have to run a couple of reports but you can schedule them on a Daily, weekly, monthly basis. a lot cheaper.
Cheers To see is to Know To Know is to see.