Talk Time Being Transferred

[ScottBaxter]

Hi All,

Hope your OK... We used to have the Milte 3300 controller but have recently moved to the Mitel 5000.

We use a call logging system that displays the users inbound / outbound talk time, it isn't working correctly now since moving to the Mitel 5000 and from what I can see it's because of the following.

User A answers the phone and talks to the customer for 3mins, User A then transfers the call to User B the 3mins talk time gets transferred with the call to User B so when User B ends the call the total talk time stays with User B and User A never sees the 3mins.

Hope this makes sense and fingers crossed it's an easy fix.

Thanks,

Scott

[dwayneg]

That's the way it is!  Simple SMDR (station message detail reporting) generates only one record per call, and the entire call is credited to the last person who spoke.  So if you're gonna call somebody you shouldn't, transfer the call to voice mail before hanging up and VM will get charged with the call.
The 5000 CAN do detailed reporting including showing ring, talk and hold time for each station the call touched, even those that didn't answer.  But this function uses CTI (computer telephony integration).  Given enough man-hours you could write software to use that info, but it's easier to buy Mitel Business Dashboard (now renamed MiContactCenter Office).  List price is about $2150, plus you'll need to turn on licenses for OAI EVents and OAI Third Party Call Control on the 5000.  There are upgraded versions of this that include real-time screens and agent reporting as well.

[619Tech]

As an option, Customer Service Manager will also give you what you are looking for.