Tracking Incoming/Outgoing/Call Waiting time/Transfers/Call Time, etc

[Caballero1]

Hello- I'm looking into what phone technology may already be available within CCM -or third party to that effect- to do the following:

Track incoming calls
Track outgoing calls
Track number of calls abandoned
Track call waiting time
Track transfers
Track total amount of time someone is logged into their phone to take calls and when they log out of their phone.

This will be for sales people only. It will also be nice to listen in on calls for training purposes.

Your information is certainly appreciated.

Thanks in advance to all.

Regards

 

[whykap]

Do you have ccx then the cisco contact center solution?
Some of the info you are requesting is for contact centers.
the rest any compatible call accounting system can support.

 

[Caballero1]

We do not have the Cisco contact center solution. We have one of the latest call manager business editions. if it is known, how great/versatile is the Call Detail Records within the Call Manager Business Ed? Any recommendations for the call accounting system software? It is imagined that the latter would have to link up with the current phone system, etc. Thanks again.