CCR help

[paulos2002]

I look after an old installation of a CCR product and the call centre has just changed its opening hours but their wallboard is still showing dropped calls after hours and so do their historical reports. Can you tell me where I tell the system the working hours of the agents, just to give you the heads up it version 1.2...! I know its old but we are hoping to upgrade soon.

 

[IPGuru]

if the IPO is on V1.2 it is not CCR

It would be the even older CCC & even I cant remember how that was configured. - I can remember that it was a total PITA & CCR was a huge improvement


Do things on the cheap & it will cost you dear

 

[paulos2002]

Thank you, yes its CCC, what do you mean PITA?

 

[IPGuru]

Pain In The ****

The CCC configuration needed manual configuration to ensure it correctly matched the PBX (It was originally designed for the SDX INDEX & did not work much better on that system either).

I think you would need to check the settings in the CCC Wallboard app & all so the reporting app. but it has been so long since I worked on one I can hardly remember & don't think I have any documentation either
It may be more cost effective to wait for the upgrade.




Do things on the cheap & it will cost you dear

 

[paulos2002]

Thanks for your help, I will do just that...

 

[jamie77]

1.X was first release CCR and I didn't think it even had a wallboard at that point. Are you looking at the supervisor monitor?? The phone system will be about 4.2 or 5.0 against this CCR???

CCR will report against the group it is looking at. I'm guessing you put the hunt group in night service rather than sending it to a different group for NS with a time profile in the call route. This will be why it is seeing calls out of hours, there are still calls going to the group!!



Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer

 

[paulos2002]

Thanks Jamie, yes its old and a pain in the **** but it will lead to a major upgrade soon so just trying to hold it up. Thanks for the info, I will give it a try