Tracking Forward Calls from CCC 1

[qtelcom]

I have updated a 406v2 to 4.1.9 with CCC 5.0.43. This customer forwards their calls to another call center after hours and I want to be able to track the number of forwarded calls to this offsite number to the other call center in a report from CCC. I have the incoming calls routed like this to the IP Office...

1.Incoming call goes to an AutoAttended on VmPro.

2.Caller selects option 1, 2, or 3.

3.Call is routed to the appropriate Customer Service huntgroup

4.The Customer Service huntgroup is set to night service via a manual button from a supervisors phone, the call fallbacks to the Night Service Group called "Offsite"

5.Offsite has one user in it called "NightFwd", and set to linear.

6.NightsFwd is forwarded to the other call center and has forward unconditionial/forward huntgroup calls checked.

7. Call is connected to the other call center.

I used to be able to run a report called "incoming target group report" (under target reports) against the "Offsite" group and would get the number of calls that hit that group (which were forwarded), on firmware level 3.2.59

After the upgrade, I no longer get any values for "Offsite" even though the programming is identical.

Customer really want to be able to track those calls that are getting forwarded off the IPOffice.

Any ideas?

I have ran just about every report against the "Offsite" group and get no data. I also have made the user "NightsFwd" an agent as an attempt to pull data off that phantom user. But being it's not ever logged in (it's a phantom user), I don't get any data reported against it either.

I'm sure there is a way, that would allow the supervisors to toggle the nights service button for their huntgroups, and still be able to track forwarded calls from a huntgroup.

Hope I was clear in explaining this. Any suggestions?

 

[IPOfficeIreland]

yes, very big problem with Avaya is that if you forward any user, phantom or real, to any number, the call is not logged in the smdr. Great lack of a feature here Avaya!

What you could do is set up reporting in voicemail pro. It's the last tab in the options. You know in the IVR menu, after the caller presses 1, 2 or 3, set up a Generic menu, with a report output to enable the log, eg.

Menu 1 ---Generic (Report Option1)---XFR to outside number
2 ---Generic (Report Option2)---XFR to outside number
3 """""

The XFR to outside number can be the actual phone number, e.g 0012929229, rather than pointing back at a group or extension and confusing things.

You can then run this report in CCC under voicemail reports. Won't give you numbers dialled but will give amount of calls, etc. Good for breaking down IVR menus.

 

[qtelcom]

Ok, I was looking at Voicemail Reports and wondering if I could utilize that feature.

In my scenario, the call would hit option 1, 2, 3, then get routed to the huntgroup, the huntgroup would be set to night service, then it hit the fallback night service group, which would then goto voicemail which would be a custom call flow forwarded to the offsite number.

It would still allow the supervisors to use their Night service toggle buttons for their individual hunt groups.

Now to program it and test it....

 

[IPOfficeIreland]

yes, that would work too. You could also set up a phone line number which rings voicemail and asks them to choose the day or night option, even better!

Typo above, you don't need the generic script, just do the report on the XFR script instead.

 

[qtelcom]

True, but between 5 supervisors, they like to just "look" at their phone and know the current status of their hunt groups. (Nights Mode or not) because they rotate and move around the floor so much they aren't sure sometimes "who did what"...

 

[IPOfficeIreland]

bloody supervisors, like headless chickens wandering around call centres

 

[jtabet]

Has any one ever encountered a delta server that doesn't write all of the SMDR records in the smdr file.
Some records are skipped, specially the one with the continuation field set to 1.

 

[qtelcom]

After testing, I can now see calls fowarded off via the voicemail pro system through CCC, under Voicmail Reports. Thanks!