Creating ACDN number for reporting purposes

[giantman]

Good morning all. In our company we have a monitoring station that is manned 24 hours a day 7 days a week. To reach the desk from the outside world clients call xxx - xxx- 3100. I have been asked by the manager to get stats for the numbers of calls taken on a weekly basis for that number. The number terminates on a 3904 and has rollover numbers assigned. I was thinking of setting 3100 as an ACDN and NCFW to an extension assigned on the 3904 phone and get stats each week.

Does anyone out there have an alternate or easier solution ? As always everyones help and time is greatly appreciated.

Many thanks.

Lou

 

[johnpoole]

will that work, i don't know if you can get stats from a acd group without members.. is their a report for ncfw usage? someone may know, for cleaner stats, you might make 3100 an acd set, single member then ncfw the after hours to the old answer points. i have set up single member acd, just for stats

john poole
bellsouth business
columbia,sc

 

[Nortellian]

maybe add cls icda to the set and any calls to it should show up in cdr data.

 

[johnpoole]

right, internal icda, will give internal cdr if your using cdr, if external cdr is working

john poole
bellsouth business
columbia,sc

 

[Nortellian]

uhm, i was thinking icda was for incoming calls instead of internal calls.

 

[Nortellian]

http://www.tek-tips.com/viewthread.cfm?qid=1045442&page=1

 

[acewarlock]

ICDA = internal calls

 

[johnpoole]

did you try the acd? if you need a few internal calls in the stats, build a dsc, 4 digit ext number, rlb it out and back in, that will track the call because now it is an external call. if your clid is set up to transmit the did, you'll end up with a clean report

john poole
bellsouth business
columbia,sc