Call Center Analyser Solution And Transferred Calls

Once asternic-comma has been installed on your Com.X and the Far South Call Center license has been added, the following steps need to be taken to ensure Call Center Analyser records transferred calls correctly and what transfer methods are available to agents when initiating transfers.

1. First ensure that the comx-gui-1.4 and comx-base-1.4 are at least on version 1.4.81 or above as below. This can be done from the Comma Gui or command line.

2. Log into Call Center Analyser.

3. Select the Setup option, in top left corner

4. Then select Report Designer

5. Search for the heading EVENT_ANSWERED

6. When EVENT_ANSWERED option appears, select the Edit Record icon as below.

7. Then insert the heading TRANSFER in the value block, as below.

8. Then select Save.

This will enable Call Center Analyser to record transfer calls and display it in the reports.

9. To display the report, select Home option in top left.

10. Then select the queues, agents and dates you want to the check the report for, and select display report.

Below are the Transferring methods to be used by agents when transferring a call, to ensure the correct information and stats are passed on to Call Center Analyser, and to ensure that an agent becomes available after a transfer.

For Attended SIP/IP phone transfers:

1.1. While on a call, select the Transfer option/button on the SIP/IP phone. This will also put the current call on hold.

1.2. Enter the extension of agent you want to transfer to and wait for the new call to connect. At this point the first call is still on hold.

1.3. Once the new call has been initiated, hang up your phone. The first call and second call will still be connected, and the transfer will be complete.

For Blind SIP/IP phone transfers:

2.1.While on a call, select the Transfer option/button on the SIP/IP phone. This will also put the current call on hold.

2.2. Enter the extension of agent you want to transfer to and then select the transfer option/button again. This will transfer caller directly to second agent.

2.3. The transfer will be complete and you can hang up your phone.

For BLF SIP/IP phone transfers:

3.1. While on a call, select the BLF transfer key on the SIP/IP phone. This will also put the current call on hold.

3.2. Enter the extension of agent you want to transfer the caller to and wait for the new call to connect. At this point the first call is still on hold.

3.3. Once the new call has been initiated, hang up your phone. The first call and second call will still be connected, and the transfer will be complete.

For Attended Analog phone transfers - Hook flash transfer:

4.1. While on a call, hook flash to switch to a new line. This will also put the current call on hold.

4.2. Dial the extension you want to transfer to and wait for the new call to connect. At this point the first call is still on hold.

4.3. Hook flash again. This will initiate a three-way call.

4.4. Hang up your phone. The first call and second call will still be connected, and the transfer will be complete.

Below is a screenshot of how data will be recorded in Call Center Analyser, with the above information integrated, to output how much calls are transferred, when agents transfer callers.