Counting Outbound International Calls

[mark]

A question for you all!

Agents here dial outbound manually to international numbers, the business are asking whether these can be counted within Genesys at all.
What reporting systems would need to be in place for us to do this? I'm guessing that InfoMart would be a good start?
We currently have CCA/Brio and Cisco CCM (which does not give much reporting (if any)).

Have been told that info mart wil cost something around £400k!!!!

Your help, as always, would be appreciated :]

Mark

[René]

Hi Mark,

I think that without ICON/InfoMart the easier way would be customization of GDesktop. The code will check a dialled number and attaches some key-value pair to UserData in case of international outbound call. Then you can use CCPulse/CCA to report such calls.

René

[cavagnaro]

Wouldn't that be a question for the PBX administrator?
As René says a KVPair can do it but more detailed info can be given by the PBX itself

[mark]

[quote author=cavagnaro link=topic=2152.msg7588#msg7588 date=1175277661]
Wouldn't that be a question for the PBX administrator?
As René says a KVPair can do it but more detailed info can be given by the PBX itself
[/quote]

Previously on Aspect this could be done, however in CCM I'm being told that reporting for things like this is non existant (apparently IPCC express would have better reporting, but we are not using that in the contact centres).

[victor]

The simplest thing would be to use URS for outbound calls; however, if you do not have this, I can think of the following ways of fixing it:

1. modifying your softphone
2. creating a small application that monitors all DNs and issues RequestAttachData for them

I would suggest (1) since in many instances softphone should already support automatically attaching data; however, if for some reason it cannot be done or is too expensive, there is always (2).

I can also think of a way to do it where agent's set a reason code before dialing to something custom, which would indicate that they are dialing an international number; however,given that agents have a tendency to forget (not to mention a need to use a softphone and not a hardphone) it might be not the best way to go about it.

(2) is not the most elegant way to go about it, but should be pretty easy. Tell me if you want something like that (for free of course  )

Vic
(I thought that maybe, by chance, STATUS table in StatServer would have it, but, obviously, it did not).

[victor]

Hi, Mark,

I was able to put together a simple program that shows you how to attach data to the outbound calls.

I only had fifteen minutes to write it, so please excuse any ugly parts of the code. I did not delete memory after using it, and I have only lightly tested it. But, it seems to be working fine.

First of all, about the program:

[attachimg=1]
it works.

What you need to do:
you need to specify DNs you want program to track down by entering them one by one into the textbox and pressing Add. This will populate the list showing you which DNs will be tracked. (I tested it with three, and it worked just fine for all three of them )

On the right, you have two boxes, where you can specify what attach-data you want to add to the call.

You will need to specify hostname and port for tserver and then press Connect button to connect to it.

If everything works well, you will the message in the lower part of the window tell you connid of the call to which attach-data was added to.

Oh, one more thing, the checkbox - if you leave it unchecked it will add attached-data to ALL of the calls made by DNs in the list, not only outbound.

Here how it looks when everything works:
[attachimg=2]

If you have a problem with something, please tell me.

[tony]

Just a tip regarding costs - ICON is "free" - InfoMart costs £££...

Tony

[victor]

To my great dismay licensing is something that I am very very weak with. I am afraid to look at the license file, because it has so many things I have not been aware of. Only the other day did I learn that there are tdns and sdns and I am still confused about the rest.

I wonder if my application worked fine for Marc...

[mark]

[quote author=victor link=topic=2152.msg7624#msg7624 date=1176093950]
To my great dismay licensing is something that I am very very weak with. I am afraid to look at the license file, because it has so many things I have not been aware of. Only the other day did I learn that there are tdns and sdns and I am still confused about the rest.

I wonder if my application worked fine for Marc...
[/quote]

No idea yet Victor, need to find a few mins to play with it in the test environment. We are about to roll out to our 2nd largest area this week, so its doubtful I will find time in the next 4 days!

Will let you know though