call center setup

[roshanissac007]

Hi Guys,
our client to set up the call centre with 7 PRI lines and SIP trunking. As per the client requirement, we are looking solution for the following

Marking of Break time (lunch, meetings .. etc) and After call work time with detailed report of same
Advanced call center monitoring like how many users are logged in on devices (we are using user and device mode), how many are active, how many are on break, which user has logged in on each device .. etc
Setting agent mode like Available, After call work, Break (with reason) by dialing a specific key for each event and key for ready to accept call as well
Queue status - How many agents are in conversation in each queue, how many are ready to take call, Any calls are on waiting ... etc
for pause code this has to be done,can this can be done?
AUX 0-Auto In (Unpause/ready for calls)
AUX 1-15 Mins Break
AUX 2-30 Mins Break
Where AUX 0 to 2 are some numbers which can be dial by the agent
For Eg:

If we are configuring 001 as AUX 0 for Auto In, Whenever agant has dialed 001#, then the agent should unpause and ready to recieve the call and the auto in time should count in agent total available time.

And if we are configuring 002 for 15 min break, Whenever agant has dialed 002#, then the agent should pause with reason as "15 min break" and should unpause, when the agent is pressing 001#.

[williamconley]

Yep. Download and read the manual. It's on EFLO.net and there is a free version. You can use the index in the Free version to see if there are any sections in the paid version that interest you, but then again you can just install Vicidial on a virtual server and push the <?> button on any page and get help there.

Agents in vicidial don't "dial a number" to go on a break, they push "Pause" on their screen and (if you have configured Vicidial accordingly) choose a pause code.

Reporting (all of it) is on a menu item named "Reports". If the report is there .. it's available. If it's not ... someone can write it (like ... you?) from the data available in the mysql logs (pretty much everything is logged ...). It's rare to find data that cannot be reported on, but it's also easy to write a mysql query to get whatever data you want.

My advice? Get a virtual server running the .iso image from Vicibox.com right now (free!) and get a sample server running and test it out with a single agent fully configured. You'll KNOW what it can do at that point. Do not try to use it in production though (virtual is only good for one agent, after two you're on borrowed time).