BCMS data and RONA ie NO ANSWER calls 1

[robsuttonjr]

Has anyone figured out if the access table that bcms records data to has an element for RONA calls by agent? We do not want to go to CMS just to get this essential data. I cannot see any way for getting this info from BCMS Vu canned reports. Has anyone figured out how to get this via BCMS data directly or some other method?

Forums rule, pass it on!!!

Rob

 

[dufus2506]

I don't think this is available in BCMS.

From the admin book:

Since BCMS does not report exceptions, RONA events are not reported. If you have BCMS, use the RONA split lamp indicator for RONA event indication.


So, maybe you could use a noans-alrt button?

From the admin book:

When a RONA timeout occurs, the noans-alrt lamp for the split/skill lights steadily. The supervisor presses the noans-alrt button to display the login ID or the extension and name of the last agent timed out with RONA.

It's a manual process to be sure, but it would give you an idea of the persons in your contact center that need a little more training.

Carpe dialem! (Seize the line!)

 

[robsuttonjr]

Thanks for the reply.
We are using the noans-alrt lamp however it does not give a time and also if more than one occurs does it overwrite if the button was not pushed yet? Anyway I am trying to devise a method of collecting data from CDR to see if I can establish a pattern. I am having some difficulty doing this since I had 2 people not answer their phone and only 1 appreared on my cdr report. I am trying to determine if this is somehow tied to the agent or hunt or ???. Anyway I was hoping there was a way to pull raw data other than CDR. The CDR is not very reliable at this point and I cannot say for certain that a call with xx seconds means 'noanswer'. (I am using the duration as a method of narrowing down to a consistent pattern.) When the supervisor presses the no answer button they can pull the cdr report by agent and see potential calls to get a time.

Forums rule, pass it on!!!

Rob

 

[AvayaHelp]

Ok maybe I'm missing something here but if you use a VDN in the RONA field on the Skill form you should be able to run your reports off the VDN itself.

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[robsuttonjr]

Good point now if I can get the agent login id from which this call was sent to RONA by then I have what I need. I will see if this data is in the BCMS data. All I would need is the agent id and datetime sent to the vdn attached to the skill.

Forums rule, pass it on!!!

Rob

 

[RTMCKEE]

If i remember correcly a RONA call that puts an agent into aux puts them in aux 0. The only way to get into aux 0 is when you first log in or are put there by RONA. If you go the VDN report route, can you run an aux report to seen when an agent went into aux and match the vdn call time to the aux agent? I don't remember if BCMS gives you agent state changes.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[robsuttonjr]

Unfortunately BCMS only records summed/averaged data. So once again I am at the point of pulling all hair out in trying to provide a solution for less money. Looks as though the only option is to have CMS so we can gather the details. Avaya really did their research when they put together their plan to bleed people dry.

Forums rule, pass it on!!!

Rob

 

[robsuttonjr]

1.) Is it possible to ONLY purchase the RTU for CMS?
2.) If yes how much is just the bare minimum RTU for CMS?
2.) If we only buy the RTU can we then somehow access the CMS data? How? Has anyone else done this?
I have extensive programming capability and have created my own application to pull the CDR data and store in a database.

Forums rule, pass it on!!!

Rob