CMS OUTBOUND REPORT,how to manage outbound projects

[jimmy07]

Hi,

With outbound report,all outbound calls are on EXTN OUT CALLS, and 0 for OUTBOUND ACD CALLS, could you explain me what's the difference?
My problems is that we have different outbound project and we would like to see for each project, the number of calls,duration of calls,...(thus separate statistics for each projects).
Can somebody help me to say to me if it is possible with CMS and how to do it?

Thank you.

 

[JeepCrazyKid]

Extn Out Calls (AUXOUTCALLS) are outbound calls manually placed by your agents. Outbound ACD Calls (O_ACDCALLS) would be outbound calls placed by a CTI application or predictive dialer.
The only way (that I know of) to track your outbound projects (because we have a similar challenge here) is to set up separate AUX codes for your projects. You'll be able to track when they were in what particular AUX code and the number of calls made during that time (of course you're limited to the detail of your 30 min (or 15 min) intervals.

 

[jimmy07]

Hi JeepCrazyKid,
Thank you for your answer.We have a cti but calls made by this system are in Adjunct dialed extn calls, do you know something about that?
Ok,I can set up a Aux Code for this project,but when I'm looking for reports, there are duration in aux mode but there are not count of calls during this period,Which report do you use?Or if it's a custom report,how to create it?(which data in the report?)
Thank You.

 

[tiramisu]

Dear:

CMS is really an inbound ACD reporting system. The only outbound calls you will find are:
- extension out calls (DB: AUXOUTCALLS+ACWOUTCALLS): these calls refer to all calls that leave the station of the agent (also calls made to their colleagues)
- external extension out calls (DB: AUXOUTOFFCALLS + ACWOUTOFFCALLS) these are the calls with a "dial 0/or 9 for an outside line" calls. The calls that really leave the PBX. To try to measure them within an AUX reason code is not such a good idea, as AUXtime is really agent-related time and you want to measure call related time.

What you could do e.g. is have the agents login with different login ID's for each project and then you would be able to measure the calls and avg. talk time.

Having outbound ACD-calls measured instead of adjunct dialed calls is all a matter of integration of different systems. Using an AVAYA CTI- dialer should have to give you outbound ACD calls. But for more details, I suggest you contact your locals AVAYA presales dept.

best regards,

 

[wallyoe]

Tiramisu/Jimmy07/JeepCrazyKid,

Please inform if External Extension Out Time is part of
Extension Out Time. The numbers that we see leads us to think that this is true. Here's an example: (represented in hours) Agent
ACD Avail ACW ring Other AUX Staff
time time time time time time time
3.27 + 1.53 + 1.79 + .34 + .09 + 1.58 = 8.60 hrs

Extn Out Time = ACWOUTTIME + AUXOUTTIME
1.43 hrs .09 hrs 1.34 hrs
External Extn
Out Time = ACWOUTOFFTIME + AUXOUTOFFTIME
1.10 hrs .01 hrs 1.09 hrs

Note that if you total AUXOUTTIME and AUXOUTOFFTIME that
their sum is greater than AUX time 1.34 + 1.09 = 2.43 hrs.
Does that mean that AUXOUTOFFTIME is part of AUXOUTTIME?
Or can't I relate AUXOUTOFFTIME, AUXOUTTIME and AUX Time?
Please advise,
Thank You in advance