Triumverate
Technical User
I'm not a tech, but I'm working in conjunction with one on the installation of Workforce Management Software, from Monet. He's "fresh" from school, and doesn't know a whole lot, but seems to know well the stuff he's learned.
The WFM software company is requesting that we setup our "Call States", for their Data Collector to accurately pull statistics from our Nortel/CS1000 servers. The tech as no idea where to find this information. They have it listed as ACD State Mappings, and are telling me it comes from our server as Hex which their program converts to decimal.
This is the only information they can currently pull, and they are telling us we need to setup many more call states. The stats are Imported ID (pulled from our server as Hex and converted to decimal), Imported Id Description (pulled from our server), and Monet's impression of what that status means.
The stats they are pulling are as follows:
Imported Id Imported Id Description Monet Status
128 ONHOLD Call hold
131584 eNGCC_BUSY_D Answer ACD call
16 IDLE Available
256 ACTIVE Available
32 BRK On break
4 CALL PRESENT Ringing
64 NOTRDY Set make busy
777 LOGIN Agent login
999 LOGOUT Agent logout
My question, how do we access this information in order to change it(ie. 32/BRK is not On break, it's the after call break for our agent to have 10 seconds to logout if necessary before the next call comes in) and add all the other states(ie. lunch, call work, meeting, training, outbound, etc..), and from there I guess our Telecom rep will know how to change it...if not I'll be back...
Oh, on our side they are saying it will look something like this:
Call Center State
AGENT_BUSY 0x00000200
ACTIVE 0x00000100
ONHOLD 0x00000080
NOTRDY 0x00000040
etc, etc, etc...
Thanks for any help at all, as our Telecom rep says he has no clue where to find this information.
The WFM software company is requesting that we setup our "Call States", for their Data Collector to accurately pull statistics from our Nortel/CS1000 servers. The tech as no idea where to find this information. They have it listed as ACD State Mappings, and are telling me it comes from our server as Hex which their program converts to decimal.
This is the only information they can currently pull, and they are telling us we need to setup many more call states. The stats are Imported ID (pulled from our server as Hex and converted to decimal), Imported Id Description (pulled from our server), and Monet's impression of what that status means.
The stats they are pulling are as follows:
Imported Id Imported Id Description Monet Status
128 ONHOLD Call hold
131584 eNGCC_BUSY_D Answer ACD call
16 IDLE Available
256 ACTIVE Available
32 BRK On break
4 CALL PRESENT Ringing
64 NOTRDY Set make busy
777 LOGIN Agent login
999 LOGOUT Agent logout
My question, how do we access this information in order to change it(ie. 32/BRK is not On break, it's the after call break for our agent to have 10 seconds to logout if necessary before the next call comes in) and add all the other states(ie. lunch, call work, meeting, training, outbound, etc..), and from there I guess our Telecom rep will know how to change it...if not I'll be back...
Oh, on our side they are saying it will look something like this:
Call Center State
AGENT_BUSY 0x00000200
ACTIVE 0x00000100
ONHOLD 0x00000080
NOTRDY 0x00000040
etc, etc, etc...
Thanks for any help at all, as our Telecom rep says he has no clue where to find this information.
