Symposium Reports

[nicksmom]

Our Marketing department uses camaign codes disguised as extension numbers in their ads. All ads use the same TF number with a different extension number for the campaign code. Marketing wants a report with the campaign code showing the standard ACD reporting items; calls received, abandoned and the group the call went to.
We have Route It with AT&T. I'm looking for a way to limit the number of CDNs used but still keep the campaign number so we can report on campign number.
Would appreciate any ideas from the group.

 

[BkMesser]

Are the campaign codes cdn's?? If they are you could run a report on the application that each cdn is pointed to.

"Mongo only pawn in game of life.

 

[nicksmom]

The campaign codes could be CDNs but they use thousands of campaign codes to differentiate each magazine or brochure and the date of the magazine and brochure. I fear we will use up all of our CDNs for this one group.

One thought I have is to send the TF number to AT&T Route It. Prompt for the campaign code and send this as a 5 digit DNIS to the PBX which would point it to a CDN. But I do not know if I will be able to report by CDN by DNIS.

 

[BkMesser]

This may work. You may have to add some "where dnis equals: XXXXX execute script" statements to get the information the way you want it.

This would be pretty easy to test with a test TF number that has a dnis attached to it. If you are not set up for dnis already you may have to turn on idc in the route and build an idc table in ld 49.

There are several canned dnis reports in the system.

I am going on memory on this, as I don't have a symposium here.

"Mongo only pawn in game of life.

 

[Milesprower]

You can report on DNIS. You'll have to enter the DNIS codes (similar to adding CDNs) into SCCS. I believe the limit on DNIS codes is 5,000, but the default parameter for historical reporting is 500. If you want to report on more than 500 codes, you'll have to increase it.

 

[captaingadget]

The DNIS limit is actually 10000 for SCCS5 and CC6, assuming US and UK systems are the same. I'm in the UK. Theorectically you only need one CDN to handle all 10000.

 

[Milesprower]

Well I guess I won't be meeting up with you anytime soon, Captain. The last time I was in UK was 1996. Thanks for the update on the DNIS limit.

One thing to watch out for when reporting on DNIS: the DNIS report only pegs a call once, even if you route it back around to another CDN. Example: a call terminates on CDN 1000 with DNIS 1234. The Master script runs an OPEN VOICE SESSION menu and collects a caller enter digit. Based on the caller entered digit, the master script routes the call to a new CDN (2000).

On the CDN statistics report you will see two calls pegged (one to CDN 1000 and one to CDN 2000). On the DNIS report you will only see one call pegged (to DNIS 1234).

I've had customers swear that the SCCS was "losing" calls by comparing CDN and DNIS reports. It can be very difficult to explain...