TapIt has been recommended to me as a better choice than Avaya's software. I contacted TriSys regarding their software and explained that we are wanting to know Number of calls taken per CSR, amount of time spent on call, etc...We also NEED to know how long the call was in queue before being answered or the customer hangs up. Mark at TriSys explained that the Avaya IP Office 406 does not log or track queue time and stated that we would need to either get the CCC software from Avaya that DOES track it or we would need to contact Avaya (or our rep) on how to enable this queue time tracking to allow it to be included in the SMDR reports. Question #1, do you know how to activiate queue time tracking (or is it already enabled)? Separately, Mark also told me that we do not need Delta Server as the IPOffice can send SMDR information directly to the TapIt software. I looked and did locate a setting in the Manager software to configure SMDR outputs to an IP address. Would we still need Delta server then?
I hope I have not used up my quota of support posts. This site is more helpful than our Avaya rep !

THanks

AP