Monitoring station 6416d+

[PBXJay]

Just picking some brains here... We currently have a help desk line that rings to several stations using bridge-call. Now the IT director would like to monitor number of calls going into that line. I have BCMS Vu, V6 and no skill based routing. Is there any way other than creating a hunt group to track the calls.
Thanks,
Jason

 

[Phoneman2]

You might want to look at AUX-work / work codes or event codes this will help with what type of calls the help desk is getting as well. A little more work for the help desk. We used work codes to help with are training department to help show what needs more training. So many buttons So little time
Thanks All
Phoneman2

 

[kcbell]

Have you tried to use Call Detail Recording(CDR)? You need to add those extensions to the change intra form. You can use one of the serial port to pickup the call history.

Happy Phoning!

 

[YIMMER]

I would take the ext that you are calling for the help desk turn it into a VDN point vdn to vector and route to bridged ext number . You can now use BCMS to see daily reports for that calling group. hope this helps

 

[PBXJay]

Yimmer,
Regretablly, We do not hav EAS or Vectoring here.
-Jay

 

[PBXJay]

kcbell,

With the CDR option, is the only available option to print out to a printer since I don't have CAS software? Ideally I'd like for it to output to a file but I don't have a CLAN card in my PBX. The only option I have to connect to a PC from the PBX is via dialing up with DSA or possibly going though the BCMS datamodule.
-Jay