Call Center: Call Report Application suggestion?
-
Anyone work in a high call volume environment? We need an application to create a report of how many an agent has made through out the day. We are using CAllAnalyst and it seem to be broken. The technician that used to assist us no longer with the company, and his replacements just do not have a single clue how the application actual works.
Our phone system is NEC SV9100. If there is an opensource application that works too.
Thanks -
The phone system your using doesn't have any reporting built in that can do this?
-
@DustinB3403 said:
The phone system your using doesn't have any reporting built in that can do this?
Not sure. We are on bad term with our vendor at the moment. So until we have a new vendor.. I can't really ask that question.
-
Can you access the system to find out?
What about contacting the manufacture and ask them.
-
@DustinB3403 said:
What about contacting the manufacture and ask them.
30 mintes on call (on hold).... and headed here to ask the question
-
-
This guide here says there are traffic reports built in. So you should be able to find them.
Page 1491 of the PDF.
You need to have a system connected to the phone system that is able to use the "Station Message Detail Recording" feature.
-
@DustinB3403 said:
This guide here says there are traffic reports built in. So you should be able to find them.
Page 1491 of the PDF.
You need to have a system connected to the phone system that is able to use the "Station Message Detail Recording" feature.
LOL how did you get your hand on this document? It is for installer technician. I asked for it once but they refuse to give it to me. Thanks!!
-
Google-magic
I can't give away my secrets.
-
Actually it's the second link on google... lol
-
Google is scary sometime
-
most phone systems have addons for call centers, meant for reporting, recording etc.
-
Mitel only gives the barest of logs... if you want more than that is like $10K for the reporting software.
-
Have you got TAPI drivers for the phones? Can the phones then talk to a different piece of software which can do the call logging, ect.
-
@Dashrender said:
Mitel only gives the barest of logs... if you want more than that is like $10K for the reporting software.
That's insane. The place I was supposed to work for uses Mitel. He said they were stuck in a contract and couldn't get away from it.
-
@johnhooks said:
@Dashrender said:
Mitel only gives the barest of logs... if you want more than that is like $10K for the reporting software.
That's insane. The place I was supposed to work for uses Mitel. He said they were stuck in a contract and couldn't get away from it.
Huh - I wonder what kind of contract?
The only thing that I can think that we'd be stuck with would be a year's worth of updates if we paid a yearly software maintenance fee.
I suppose they could be purely leasing the phone system.
-
@Dashrender said:
@johnhooks said:
@Dashrender said:
Mitel only gives the barest of logs... if you want more than that is like $10K for the reporting software.
That's insane. The place I was supposed to work for uses Mitel. He said they were stuck in a contract and couldn't get away from it.
Huh - I wonder what kind of contract?
The only thing that I can think that we'd be stuck with would be a year's worth of updates if we paid a yearly software maintenance fee.
I suppose they could be purely leasing the phone system.
I really don't think the guy knew what he was talking about. He said a few questionable things, so I kind of figured that wasn't the case. That was kind of one reason why I didn't take the job.
-
@johnhooks said:
@Dashrender said:
@johnhooks said:
@Dashrender said:
Mitel only gives the barest of logs... if you want more than that is like $10K for the reporting software.
That's insane. The place I was supposed to work for uses Mitel. He said they were stuck in a contract and couldn't get away from it.
Huh - I wonder what kind of contract?
The only thing that I can think that we'd be stuck with would be a year's worth of updates if we paid a yearly software maintenance fee.
I suppose they could be purely leasing the phone system.
I really don't think the guy knew what he was talking about. He said a few questionable things, so I kind of figured that wasn't the case. That was kind of one reason why I didn't take the job.
Some vendor force you to sign contract with them with promises of support for a period of years. We were almost got into one of those contract before. The contract stated that we must use their vendor as a sole provider for said equipment in exchange to lower rate. It was ridiculous. Plus, the "lower rate" was like 5-10% lower than their competitors. I even found some online retailer/vendor that sell phones, handset, labels, etc for 30-50% less. Glad we didn't go with them.
Still... have to say going with NEC was a mistake as well. Their quality is okay. But their support is questionable to failure. They have these "certified technician" from their vendors. These "certified technician" only know enough for them to get by each day. Worst part is they will not blame their knowledge or equipment even if it is their fault. One time our phones stop communicating to each other. They troubleshoot it for days with no success. Then I realized the phone server and the phones are on different subnet (DHCP). By statically assign all devices to be on the same subnet resolve the issue. Was it our fault for our DHCP to do what it was designed to do and cause the problem? I had multiple PCs, printers, and other devices on different subnet with no issue. Come the phone system and everything just went haywire. Afterward they billed us $500+ for their hours...that did not solve the problem. They were only doing Wireshark, restarting equipments, logging errors. Their written reasons do not make sense either. They stated that the problem was cause because our switch assign different ip addresses to each devices. They even (try to act smart) include the subnet 192.168.3.x when do don't even have that scope in our DHCP server. I mean.. switch assign DHCP?? That made me laugh for a while. We were confused as to why we have to pay them, but in the end we did pay them. Our vendor is just a hungry hyena. Right now we are actively seeking another vendor.. or only rely on them only for licenses, and get equipment from online vendor.
Feel good venting this out.
-
@LAH3385 contracts like this are illegal in the US, as well as in much of the developed world.
They effectively make a monopoly, which no business wants to be stuck with.
-
@LAH3385 I've had that discussion with Scott before - and yes you still have to pay them. They did try to troubleshoot your problems. They may not have knowledge they claim to have meaning you have to pay them more for them to do research, but the need to pay for research isn't uncommon at all.
Of course it's about expectations, and goals as well. Though in a break/fix situation like this it's rough.
Frankly from your description it sounds like there wasn't a default gateway setup on the phone system, or the router(default gateway) was unable to route the packets as required (maybe their was a firewall setting preventing the type of traffic through?
