Howto monitor incoming calls for an extension? Opt11

[AsokTheIntern]

Dear all,

is there a way to monitor the incoming calls for an extension? We would like to hire another recepionist as there have a very hign workload, but i was tolded by management that they want to know the number of incoming calls and time to justify this.

Anyone can help?

With kind regards and many thanks in advance,
Sebastian

 

[johnpoole]

cdr is the only way, if your not using it, it's a decent project for a single station.. you need to add a tty with cty as the user. build a cdr block in the cdb and turn on cdr in the routes.. that will seen all inbound/outbound calls to that printer.. if i just needed one station i would make the lead number an acd, either maxp 1 or add here as an acd agent then set up an scb for that group.. much better report for a single station

john poole
bellsouth business
columbia,sc

 

[GHTROUT]

CDR may not report the first answer point, but rather the last party on the call - some CDR aps know how to interpret either, but some do not. I would prefr CDR. but consider Traffic Reports in LD 2....if the reception person answers all calls to certain trunks ~or~ set up LD2 individual traffic measurement (use SITM command in LD2)



~

http://www.GHTROUT.com/

 

[lretrievers]

Traffic Analysis in OTM gives really good reports if the receptionist is answering a "2250" console. If it is not an attendant console, this is tough to do since the CDR record is generated on the phone that terminated the call. It doesn't matter who answered it initially.

 

[acewarlock]

If you don't have OTM or the Traffic Package for OTM, you can use LD 2 and set traffic for the ATTN.

 

[johnpoole]

here's a work around i've used to get records on just one station, not a 2250, it will work on any station, including the console... station 3000 is a 2616 in this case

ld 20
prt
ludn
0
4000

chg
2616
4 0 0 0
echg yes
key 0 scr 4000

new
acd
0
3000
maxp 1
ncfw 4000

turn reports on for acd 3000, all you get is a total numbers of calls to that acd group. you do need a scb and an acd printer.. if you have acd reports running it's a quick fix



john poole
bellsouth business
columbia,sc

 

[GHTROUT]

Neat application, using ACD between the caller and the recipient/user. Have you been able to workaround HUNT and FDN without much trouble?...or does it pretty much fall into place?

~

http://www.GHTROUT.com/