call work codes 1

[fraggles]

Hi ,

I'm currently setting up call work codes at the moment, I have added the info into the CMS dictionary for the individual codes and added a COR with codes activated and changed the agents to have this COR but nothing is coming up on the reports, have I missed something out?

Thanks for your help in advance

 

[marcell55]

You have to go into "Call Center Administration" on the CMS and add the codes as Administered Codes. The Dictionary just names them.

 

[fraggles]

Yes i think thats been done but i'll double check, but apart from that and the COR i can't see anything else in the manual. I did notice as I was reading through that a # has to be added after the code has been entered for it to register with the CMS so I have asked them to give that a go too and check the report again on Monday. Thank you for your reply marcell55

 

[1a22ip]

Also Don't forget to add the codes to the switch. Sample below:

REASON CODE NAMES

Aux Work Logout

Reason Code 1: Research
Reason Code 2: Lunch
Reason Code 3: Personal
Reason Code 4: Training
Reason Code 5: Project
Reason Code 6:
Reason Code 7:
Reason Code 8:
Reason Code 9:

Default Reason Code: Default

The command is change reason
Hope this helps
ED


1a2 to ip I seen it all

 

[Ariadne]

Have you added the CWC button on each agent's set?
Above my comment is displaying reason codes. Call work codes are different. I don't believe you need to administer them in the switch (I think they are already there) you just need to add them to the dictionary.

 

[multibus2]

A CWC can only be entered while the agent is on an inbound ACD call or while the agent is in ACW provided ACW was select while the agent was on the ACD call or through timed ACW or the agents are using manual-in. (sorry lots of ors) If this is the case use agent trace on the CMS to see what codes the agents are entering amd if the Definity is sending the CWCs to the CMS

 

[Ariadne]

I am not quite sure how CORs are needed to set up call work codes.

There is only one report that shows you the CWCs that are entered. It is the Historical--> Other --> and then there are threee reports you can call up.

Agents need to engage the codes though by pressing the CWC button on their set and then dialing the code.

 

[fraggles]

Thank you all for your help, just waiting for them to get back to me with whether its worked ;o)