markon

Hi,

We own Nortel Meridian CS1000 which has hundreds of lines for call center. It happens quite often that supervisors comes to it helpdesk and complain that some calls was routed to wrong skillset or some calls was lost. Unfortunately I have not found any feature in Nortel CS1000 which allows me to log this information and see if this is happening or not. For example if the call is routed wrongly – e.g. svahilian language come to reception instead of svahilian team with this language skills I have difficulty to find a problem – e.g. we have about 150 IVR scripts and tens of skillset so this is a real trouble.

Currently I am solving it this way that I ask agent to ask caller for number he called and key he pressed but unfortunately this is not possible when there is a language misfit and e.g. Italian caller do not speak English. I was thinking that it would be absolutely greate to have some analyzer of call routing, something what would log information what is happening with call, something like wireshark for calls but I could not find anything.

I was thinking if some of these information are not stored in Sybase database – but unfortunately I am unable to connect to Sybase database to look to scheme and see if this information could be taken from that database.

Any ideas?