Activity Codes on DN outgoing calls

[wilbo]

Hi Guys

We are using a Meridian Switch with SCCS4.2. We currently use activity codes and not ready reason codes for our agents, this works well.
I have been asked to investigate whether we can use activity codes to record the types of outgoing calls that agents are making.

Just wondering if anyone had tried this at all? or even anyone knows if it is actually possible?

Regards
Jamie

 

[ChristyJ]

Haven't seen this done with ativity codes.

But here is something that you could apply. It will also help with security! I haven' done this in a while so you'll probably have to test it through.

1. Lock down the sets so the agents have to be logged in to activate the DN key (this will ensure that no one can just wander around using sets) LD 23 - configure the ACD with the prompt RDNA YES
2. Configure your NCOS levels in Ld 43 (FCR) (Don't use '0'). Create one with DENY and another with ALOW. Assign the DENY NCOS number to all the sets. This will restrict the sets from capturing an outboud line
3. Apply the CLS AUTU on the sets - this will restrict the sets and allow AUTH codes only for dial out( you may need to test which CLS TLD/UNR/CTD to use)
4. In LD 88 configure your Auth codes per campaign/program - any digits will be OK. Apply the ALOW NCOS setting to these codes. This will override the NCOS setting on the set
5. Check that the CDR is delivering AUTH codes from the M1.
6. Check that your billing system will pick up the auth codes from the CDR

You may need to check if there is a spree code set up for Authorisation access(Ld 57)
Typically these codes are *x or #x (where x is a number) but they can be set to anything.

The usage at the set will be
1. log in
2. activate the DN
3. dial spree - lets say #6
4. dial the relevant auth code for this dial out - lets say 1234
5. dial the digit for an outbound line - lets say 9
6. dial the number - lets say 5566778899

So the dial string will be #6123495566778899. Just a point - CLS LNA (last number redial allowed) does not work with these settings.

This will ensure that the agent has to use a code for each call outbound and that they can only do this when logged in. Your billing system will then deliver reports which you can capture based on the auth code. You can datamine this data using anything you like to determine the codes used by agent.

Hope this helps

 

[Supernn]

FCR is being done in LD 49..

 

[matatan]

But what happen when you have Call blendin?.

How does the activity codes works?.