Call Center Mgmt software for Avaya

[ilenep]

Anyone out there using Avaya's IP Office and their Compact Contact Center software?
We can't seem to find the basic reports needed for our Call Center from their canned reports and are finding that they are not really available. Service Level by day or date range for a queue (hunt group or pilot), Call Volumes by day or date range for the group, Avg. Answer etc.
So, we are searching for others with similar problems and/or anyone with an alternative software package for a small business that would be able to work with the Avaya IP Office suite.
HELP!

[aggie]

Well I guess that makes two of us anyway!! It was quite validating to read your post, since I have been struggling with the very same issues on the Avaya IP Office system. I was originally told that the reports I needed were not available because 1.) our business model was unique (doubt it) then, 2.) the system was designed in Britain and they have a different approach to call centres, and more recently 3.) that Avaya was abandoning the third party report package they had and was going to Crystal Reports. I was also told that we could do custom reports but it turns out only one person in all of Avaya knew how to do them and he was in England.
We are in the process of evalauting other system solutions ( do not want to wait till next year for Crystal ) and if any of you out there have recommendations for an affordable system that has robust reporting, call monitoring, and some basic call center features we would love to hear from you. Mike, we got you covered.

[ilenep]

At least we know there are now 2 of us who are struggling with this. Here's the latest from our standpoint.
Avaya has someone (maybe the guy in England) working on a "custom" report for us. I have repeatedly told then that what I am looking for are standard Call Center reports. They don't get it.
It's beyond the translation of King's English to US English.
We are exploring alternative software pkgs. that are able to link into the IP Office. We are seeing a demo of one tomorrow.
I am not confident that the CCC software is going to give us what we need. We didn't purchase the Report Designer (which I think should be included anyway).
We are also having lots of issues with the real time Call Center View. The settings won't save, we have phantom calls in queue etc.
I'll see if there's a way on this forum for me to get my contact info to you in case you'd like to discuss further.

[ilenep]

Aggie: Couldn't send you a private message or email you. If you want to hear the outcome of our demo tomorrow, reply to this posting and I'll post another that gives you our impression of this alternative solution.
I hadn't heard the thing about Crystal reports, but you know for the price of the CCC, it shouldn't be so complicated.

[aggie]

can i find you on your website? i would love to have a private conversation about this.

[aggie]

p.s. I thought about going the route of purchasing a separate reporting package but my network guys said an integrated package was key. Otherwise the fingers point both ways and nobody is accountable.

I finally feel sane!

[ilenep]

Aggie:
You can call our 800 # (see our website) and they can transfer you to my extension. (Ilene)
I also reset my user profile to allow for Private Messages. I tried to send you an email but your option settings don't allow it nor can I send a Private Message to you.
I'd be glad to talk with you. Keep in mind I'm West Coast time.
We purchased the system in large part because we wanted an integrated system.
If we do go with another Call Center software pkg. I will require seeing it live with IP Office. I will also require validation testing.
My data is so hosed up now, I can't manage my Call Center.
I've been flying blind for months. Good news is we're pretty small so we're able to use guesstimates and stay in the ball park.

[Pavanpunch]

Hello

I am a new entrant to this forum and happened to come across this topic. Well, to quickly give an introduction, I work for an organization called Real Soft and we primarily are into IVR management and maintenance products and services. We are also a premier partner for Avaya and have an OEM relationship with them to promote our IVR management suite.
Kindly do have a look at www.realsoftinc.com and get back to me if you need any specific details on the call centre management issue. We have recently come up with a Trace tool to allow the administrators to trace the call flow even while the system takes the calls. The logs can be saved and retrieved anytime later for analysis. This particular trace tool is being enahnced and hence is not very strongly promoted on our website, but I can send you some details of the same if required.
I hope this helps you.

Regards
Pavan

[TPodlesak]

I hope you are still viewing this site to read this reply. I wanted to get an update on where you stay with this issue. Have you found a program to give you the informtion you are looking for.

I have the very same issue and have found no program with a price I can budget for. I am using a reporting program called "Tapit" just to view my outbound and inbound call time. However, I really need a real time view of the call center phone and people production. I have about 20 people in the call center and no way to know if a customer is in que or not? We handle about a 1000 calls a week both in and outbound.

Any updated information you can provide is greatly appreciated.

[Pavanpunch]

Hello , i think i may have some solution to your problem, but if you could let me know a little more details, i can respond back to you with more details.

regards
Pavan

[JasonJones]

The learning curve on some of this software can be rediculous at times. You really have to spend a great deal of time with this stuff to become proficient with their reporting capabilities, and in the end, some software designer's idea of your reporting needs generally misses the mark. Personally, the speed of business changes in a call center/ sales environment doesn't allow me to spend that kind of time on something, so I usually go around all the commercial add-ons, and plug-ins.
Use a simple ODBC connection and send all of the raw data out to a database, even Microsoft Access will do. Then develope your reports off of that. You get exactly what you need in your own format, which you can then drop onto a spreadsheet for printing, or send to an intranet reporting webPage. If the database connection proves to be too challenging for your system, you can export the data to a spreadsheet, and then drop that into a database table. Either way, you get the reports you want, formatted the way you want them.

[ADnashville]

This company is providing me with the reports I need for my Avaya Definity--www.netlert.com; n-focus solution. You might want to check them out.

AD