Help with what callcenter reporting to choose.

[MadDax]

I have a MICS 4.1, CP100 with basic callcenter. The company V.P. wants me to find a solution to get some data on the people on the phones..how many calls each gets, how long they are on a call, how many calls they make..etc. I called several places for Nortel Networks Call Center Reporting and they have given me different infomation. One said I need a keycode $389. Another said I need a NTKC0103 keycode $119. Another said I need a SM-DR6 witha serial printer. I have a pdf file that says: Nortel Networks Call Center Reporting is a Windows® software application that provides Real Time statistics and comprehensive management information on the day-to-day performance of your Business Communications Manager 2.5 or CallPilot 100/150 Call Center system. I don't know what I really need now...I am confused.

 

[bluemr2]

You need a keycode for call center reporting. The software is free from Nortel. You will need a dedicated windows xp pro machine to load it on. You will need to connect the call pilot to the machine via IP.

 

[MadDax]

I like your answer...straight up facts. Do you think the key is this one??? If so i might tell them forget it. Norstar CallPilot Basic Call Center Reporting Authorization NTKC0104 - NTKC0104

NTKC0104

Your Price: $1,846.00

 

[curlycord]

Is it realy a call ceneter? if not try a third party software with an SMDR or CTA box.

http://www.callaccountingsoftware.com/

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curlycord

http://www.curlycord.com

 

[MadDax]

You mean my office? I bought the basic call center key about a year ago and have not used it yet because of the hassel of everyone loggin in and staying logged in., but we are now going to start using it and they want to have some reports to see if we are getting dropped calls or if we need to hire more people to answer phones...so I am setting up the call center feature and need something...that will give us the info of of how many calls incoming and outgoing, who is getting them specifically, how long are they on the calls..and some other things. Don't care what it is that does it but the most cost effective if the right answer.

 

[bluemr2]

That keycode is correct. It will only show real time data and give you reports for the call center calls only. If you want reports on all calls, go curly's route.

 

[curlycord]

Go with the keycode then.

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curlycord

http://www.curlycord.com

 

[MadDax]

Thanks everyone. I think we need info for all calls then, not just the callcenter.

Oh and nice construction worker Curlycord...