MicroCall and VDN reports

[mikeydidit]

Within the last 6 months I have had to add 30 to 40 new VDN's and now I am asked for reports on them. I am having a problem with MicroCall not picking up calls that go through the whole process. Somewhere the calls are being lost. The process is

VDN
vector
announcement
option 1 route to ACD group
ACD group sends call to logged in member.
Calls are not logged on the extension on this member.

Have you had problems with this before? If so what changes did you make to straighten this out? ?

Thanks For the help.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[mikeydidit]

Just to add to this a little bit and possibly help someone else who has these problems.
The problem is MC is not capturing calls that go through this routing giving me incorrect numbers on agents. I worked with MC last week and a work around they have is to turn the format the “customizable” and this gives you a second page. This work around is for outside calls coming into VDN’s. I turned this on and programmed it and it stopped the call recorders altogether. I made several test calls and ran reports on my extension and it came up completely blank for those calls.

After thinking about it, I realized this was not a lag or hesitation but it stopped the records so I changed the CDR back to expanded. This morning I set it up again and came up with the same results.

One work around that I did manage to find is the SA7311. This is a special application “ch sys spe” that allows calls records to be recorded to the answering extension. This will show calls from my extension to the answering ACD member. But the calls records are right now for total calls coming into agents. But it shows VDN calls as “no matching records”. I plan on using the “list bcms vdn ??? “ reports to make up for these.
I’ll let you know if this creates any other unforeseen problems.


When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594