Customer service calls drop after one ring

[Shad0wguy]

We have been having an issue for some time where a call will come in through VM Pro to a customer service rep, ring once, then drop. We check the call logs in CCR and the call doesn't show as lost or dropped. It's like it never came through. I realize it could be the person calling in hanging up or their phone disconnecting, but it happens too frequently for that. We get this a few times a day. Any thoughts what could cause this, or how I can track it to get an idea what is going on?

 

[Gunnaro]

Queueing turned On the HG? If all agt are busy, excess calls will be dropped.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[holdmusic34]

1)Same agent? Check their forwarding options. Timers, forward hunt group calls.

2) Install xima chronicall demo. Be warned you'll like it so much you'll buy it.

Slow witted reptile belch.

 

[Shad0wguy]

Queuing is turned on for the hunt group.

It has happened for all agents from what I can tell, and all agent have the same settings.

What does this Xima chronicall software do?

 

[Gunnaro]

Xima is a reporting tool, and a damn good one at that.

You can trace almost anything that has entered or occured inside the IPO.
Get the 14 day free trial.
Later you will buy it (because you want to stay in reporting-heaven

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[Westi]

It provides information about the calls in detail. You can see what the call does from cradle to grave and find out what the reason is for the drop.
You can also find that info via monitor but it is much harder to read out. Xima also has live monitoring and reports for call centres.

Joe W.

FHandw, ACSS (SME), expired ACIS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[Shad0wguy]

Gotta say, from first impressions Chronicall blows CCR out of the water. Gonna show this to the customer service manager and see what she thinks. Maybe drop CCR entirely. We don't even need special licenses to use it!

 

[Gunnaro]

Exactly! It just works and the install is less than 30 minutes.

And Xima has an excellent support team, should you run into any problems.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[Westi]

I second Gunnar's post

Joe W.

FHandw, ACSS (SME), expired ACIS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[Shad0wguy]

The question is how much does it cost? I couldn't find any info regarding pricing.

 

[Gunnaro]

We're not supposed to put the price here, talk to/email Xima.
(Let's just say you get a lot of bang for the buck)

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam