Need an ACD Application 1

[Trustel]

Does anyone have a recommendation for an inexpensive ACD application for Opt11? I have a customer who wants to collect ACD stats on 12 agents; nothing fancy, just the basics.

 

[johnpoole]

you can get basic stats from the opt 11 without an after market app, just need to turn them on build a tty and pick the reports in load 23 new scb

john poole
bellsouth business
columbia,sc

 

[TheWorkingMan]

Of course you need to make sure that the 11 has the correct packages to support ACD. Like John stated, the basic ACD stats are just that, BASIC!!!!

TWM

 

[johnpoole]

luckie for use, if your using mail, acd is turned on, with basic reports, the question after that is how many agents are ava, ld 23 header will answer that in a flash

john poole
bellsouth business
columbia,sc

 

[Trustel]

Thanks for your replies but all the preliminaries have been done and we are exporting data to a printer at this time. But the customer wants to be able to store it and build cumulative data reports. Symposium Express would work nicely but is probably too spendy for this customer. They do not need load management capabilities.

 

[johnpoole]

ok i misread your post, get a copy of procomm, use it for an acd printer and do a capture, you can script this to stop and start on schedule, or do it manually.. it copies all data to a .cap file that you can open in any txt editor. if you go that route and need a script that does a schedule, let me know

john poole
bellsouth business
columbia,sc

 

[Trustel]

Thanks John, I'll keep the Aspect script in mind. I had thought of doing what you suggested and may end up going that route but I'm still interested in knowing about any applications that may be available commercially.

 

[johnpoole]

i've seen a ton, but writing scripts and excell macro's is usually better, so i can get custom reports if that is what the cust needs...seems like out of the box apps always miss one little thing the user has to have...i don't know of a pkg that is any better then any of the other... get a good one because after the user learns it, they are married to it

john poole
bellsouth business
columbia,sc

 

[Trustel]

I know what you mean but neither the customer nor I really have the expertise to write Excell macros and scripts. Someone else recommended Tapit, Phoneware (SP?), and RSI, do you have any knowledge of these?

 

[johnpoole]

i've seen the 1st two on the list and they are not that bad, you can get a symposiumn lite now for smaller call groups.. that may be overkill

john poole
bellsouth business
columbia,sc

 

[hawks]

Unless they have changed it Tappit does not do any internal reporting (phone to phone). Don't know if you will need it but I just thought I would throw that out there.