Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!
  • Students Click Here

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here


Avaya CMS Trace Report Inquiry

Avaya CMS Trace Report Inquiry

Avaya CMS Trace Report Inquiry

I use Avaya CMS working in a Workforce Management department for a call center. I run trace reports on agents and there's a "RING" line that we've always believed to be the time the call comes into out switch and gets to the agent, delivers the whisper prompt, dings, and the call is live. When the agents have their headset button on it "rings" for 0-5 seconds, any time it's more than that it's 6+ seconds.
Recently my boss is not content with just knowing it's 0-5 seconds, he wants to know WHY it's 0-5 seconds. Also what actual time/process do those seconds cover. 5 seconds is certainly much longer than needed to deliver the whisper prompt. Also, the time it comes into out switch and figures out where to go should really be fairly instant.
Does anyone have any insight into what's covered in the "RING" line and why it varies between 0-5 seconds?
Assuming I've explained this properly, I'm not a programmer, just a user.

RE: Avaya CMS Trace Report Inquiry

The first thing that comes to mind is that your CMS realtime report that you are watching is not actual "real time" but is a snapshot of what the queue status is at the millisecond that CMS system generates the report for your screen. That report then refreshes (takes a new snapshot of queue status) at the interval you specified when you started the report up. It is not actually updating when the call status changes, it updates according to the refresh timer.

You could engage your phone system administrator to do a live trace right on the CM phone system to see what the actual time to process and deliver a call is but I suspect that time will be much quicker.

RE: Avaya CMS Trace Report Inquiry

Sorry, I should have been more specific. This isn't a real-time report I'm looking at. It's the Historical>Trace by location. It only shows activity that is complete, won't show the status they're in at the time of pulling the report. I included a screenshot of the report if that would help.

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close