sundance-communications.com/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems Contact Center Management, ICP 3300

I'm using Prairiefyre, Contact Center Management, Enterprise Edition, Version 5.1.091860 on a Mitel ICP3300 v8.0.
Does anyone know how to program CCM to monitor a 5550 console? We have 8 consoles in 4 different offices, which are networked together and backing each other up. I would like to track the amount of calls being answered at each location.
CCM allows me to configure the extension number of a console, but when I run a report it says no data. Running reports on other extensions works fine. Any help would be greatly appreciated.

Swoby

Hi Swoby,
It's a bit ugly but try "tools/data mining/smdr inspector.
If you get data there (ugly but you can export to .csv or something) then the problem might be with the "reporting number" of the consoles...
If no data then maybe the COS of the consoles has no smdr setup?

Hi Canuckvoip,

Thanks for the reply. I'm finding that I don't have data for the consoles in SMDR, but the COS has SMDR enabled?
I've installed a spare console and put it in the same COS as the other regular extensions (5340s), but it still doesn't work.
Are there any settings in the console setup that might have to be enabled on the attendant's computer?

Make a known call into the attendant consoles. Track the info via the date and time. Does it show the call at all??Does it show the call as answered by the LDN key??

Try using Hyperaccess (or something) and access the ip address of the 3300 controller on port 1752.
You will see all calls in realtime...

I found that the console extension number shows up in the smdr inspector only when the extension number is dialed (same with real time reporting). I also found that doing a search for the LDN only shows up if the call is completed at the console and not transferred, which is probably 1% of the time.
Is it possible to flag calls somehow in the phone system to show they were answered by a particular number, whether that be LDN or extension number?
Thanks for all the advice. I've already learned a lot just by going through the process.