TM 5.5 ACD Report 1

[daytonauser]

One of my departments is set up as an ACD queue. They have never asked for reports until recently. When the system was first put in it was set up to print on a dot-matrix printer every hour with a summary report at the end of the day. Today they made a request for last week’s report and I discovered that the paper was jammed! I was unable to get all of the information on how many calls each extension answered out of the queue.

I have TM 5.5 and I ran a report on the extensions however I cannot differentiate between which calls were answered in the queue and which ones were directly dialed to the extension. Is there a way to run a report with TM 5.5 that will give me detailed information about calls from the queue? I asked my vendor and was told that there is no other way to log the calls besides the dot-matrix printer...it just seems like there must be an easier way (I hope). Any suggestions?

 

[PERRYPJ]

Your vendor is incorrect, I have installed many PC's with PROCOMM to capture the reports. I use a Aspect Script to open a new file everyday, all may customers have to do is go in and archive the files in folders.
Folder 2009 contains the 12 months each of those 12 months have each day, all you need is someone to administer the PC's

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[daytonauser]

If I purchase the software how do I set it up to do this instead of printing to the dot-matrix printer? Do I need simposium? Because I don't have it, even though I really need it. Do you know if there is a way to do the report in TM 5.5? Thank you for your quick response.

 

[Utreg]

There is no way to do the report in TM. The needed data is connected to a specific TTY (ACD Printer) port.
Probably the dot-matrix printer has a serial connection to the pabx via the TTY port.

You could connect this serial port to (the serial port)of any PC.
If you start a HyperTerminal session (is already or can be installed on any Windows XP PC) via Programs, Accessories, Communications and select communication port (COM1 ?) and settings: 9600-N-8-1 or 9600-E-7-1.
There should be data coming in every full hour, if it is garbled re-adjust the HyperTerminal communication settings.

In HyperTerminal there's also a capture option (but as Perrypj stated Procomm is a nicer solution).

 

[daytonauser]

Thank you for your replies. I am going to try and get the report set up for the hyperterminal or Procomm. This seems to be the most logical way to work with what we have. Thanks again.