CCR and VMPro

[Thermus]

I have been lumbered with my first CCR install due to my more learned colleague having man flu or some similar illness preventing him from completing his install.
It is an IP500V2 running 6.0.8, CCR 1.2.4.6. all licenses etc in place and working fine.

So having worked thru the install and deleting application events so that SQL will work plus other minor server issues I have come to a wall with regard to call flows on one queue.

I require the queue to have CCR reporting but also have dial options to leave a voice message or continue to hold etc until terminating in a voicemail box.

The VMpro call flows work great but give no indication in the CCR or wallboard of calls waiting.

CCR is ticked on all the groups, the agents ring as programmed. I have used the assisted transfer function in VMpro to hold onto the call until termination which may be the problem but any help here would be much appreciated.

 

[h382]

Unless I misread what you're trying to do, you don't need to have an assisted transfer action in the queue. You just have a normal menu play the greeting you want, with a timeout and the option for leaving a voicemail by press 1, or whatever digit. You don't connect the timeout to anything, as VMPro will know to just keep it in the queue as they continue to wait.

 

[Thermus]

Sorry, miscommunication on my part.

the queue has entry prompt, then rings agents,if no answer then a greeting with option to hold or leave vmail, overflows to second group, if no answer gets greeting with option as above, then returns to original group , if no answer gets greeting as above, lastly overflows to second group and then a voicemail box.

This is fine in the VMpro but the CCR will not report or even indicate a call to these groups.

 

[hairlessupportmonkey]

why dont you build the call flow on the HG queue rather than shoving the call into a module first, this way you can see whats queuing on the HG.

 

[h382]

what HSM said.. I assumed that's where it was done.

 

[hairlessupportmonkey]

actually re-reading it, it looks that way.

im assuming the group it hits is a CCR group with CCR agents in it?

 

[Thermus]

Yes it hits a CCR hunt group with agents in it.

However, being in the deep end here i decided to RTFM and found the following:

"Note that the use of customized announcement call flows through Voicemail Pro that do anything other than provide
prompts before returning the caller to the queue are not supported by IP Office Customer Call Reporter. For example,
using a customized call flow that allows callers to opt to leave a message or to be transferred to another number, are not
supported by IP Office Customer Call Reporter."

I am suspecting that there is no breakout of a CCR group once you are in it.

Can anyone confirm this?

 

[tlpeter]

This is true.
Why? CCR lost track of the call.
Perhaps there should be an option in vmpro to say the call is transfered to a CCR group to prevent this ???

Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

A yard full of tards