sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems IP Office, Meet Call Accounting...

OK, here's my scenario

ABC Company has agents that belong to multiple hunt groups (we'll call them 100-X and 200-Y for simplicity)

We are using eCAS for Call Accounting

We need to report when calls come in for 200-Y and whether or not they are answered, the hunt group gets credit for the call- NOT the individual agent.

There is no problem when the calls go to voicemail- they are properly credited to the hunt group. I'm guessing that's because the calls end up in the hunt group's VM box.

The problem comes in when the call is answered- the agent gets credit and there is not a way (that I can see anyway) to determine whether the call came in for Hunt Group 100-X or 200-Y.

Some of the suggestions have been:

- Somehow force the agent to enter an account code when answering a call to make sure it is directed to the correct account

- Using Incoming Call Routes to make certain the credit is properly placed- I'm afraid that I'll have the same problem with this scenario.

Thoughts?

That's a tough one. Most call accounting call programs are not that sophisticated and simply make the SMDR output look pretty. In most call accounting programs the extension that ends the call gets credit for it. For example, if extension 300 answers the call and has a conversation for 1 hour and then transfers the call to extension 305 and they talk for 5 minutes, extension 305 gets a call record for 1 hour and 5 min...This sounds like they need Call Center type reporting and that can get pretty spendy...Have you called the makers of eCas? I think it is Veramark....I have talked with them before and they were very helpful..

Good luck