The Example Of Many Unanswered Calls; Call Statistics When The Voice Server Is In Service; Vc Reports Software - Vidicode Anuncio PRI Manual

11.2 The example of many unanswered calls

When looking at the call statistics it can be seen that about 30% of all
calls to the company remain unanswered. How to treat this? Is this the
family of employees calling while the persons involved are not at their
desk, or are these potential customers who now go to another supplier?
Call Statistics allow you to answer the question by making selections of
local and remote numbers. So you refine your search to callers who have
chosen the sales department from your main menu. You see that there is
no problem here, everyone is served well. Then you make a query on the
unanswered calls and you see that made have called sale people direct.
The reason is that they know one person and that his DID number is on
his business card. You may even sample a few remote numbers to verify
if, after the call to a sales number was unanswered, they where taking
the trouble to call the main number.
When you understand the situation a possible solution would be to
make a transfer page on the DID number of every salesperson. The
transfer page will monitor a call to the salesperson and, if unanswered
or busy, connect to a menu for the sales group. This menu might offer to
either leave a message to the person called or to speak to another
salesperson. The command to speak to another salesperson will lead to a
transfer page that calls all numbers in the sales group and forms a
queue when they are all busy.
11.3 Call Statistics when the Voice Server is in
service
When a Voice Server is in service, most calls will be answered. That
however does not mean that all problems are solved. It is important to
look at the call statistics a while after a procedure has been introduced.
To give you an obvious example, it is very important to verify that callers
do not hang up while they are waiting in the queue. If this happens it is
even more important to know how long these callers have waited in the
queue.

11.4 VC Reports software

Vidicode provides an application (VC Report ) with which Call Statistics
can be graphically displayed.
The software can be found on the installation CD. Locate the software
Utils\vcReportInstall.exe.
as
Run the program. The installation key is provided within the software.
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