Does Chronicall Support Collective Call Ringing?

Question

Does Chronicall support Collective Call ringing for IP Office?

Answer

While Chronicall will still log and capture call details within a collective call ringing environment, it does heavily skew the statistics. This is especially true if you have a multi-site IP Office setup.

How Chronicall Logging Works

Chronicall receives "packets of raw PBX data" through TCP or UDP from Avaya IP Office. Chronicall then translates those packets into events and stores them in the database for Realtime and historical Reporting.

For example, the raw data from the IP Office would show:

• "Call from 801-555-4444 is RINGING agent John Doe (123)."

Potential Discrepancies with Collective Ringing

When collective ringing is enabled in Avaya IP Office, Chronicall will likely receive repeating events from the raw PBX data — events that are true, but confusing to Chronicall.

For example, the raw data from the IP Office would show:

• "Call from 801-555-4444 is RINGING agent John Doe (123)"
• "Call from 801-555-4444 is RINGING agent Mike Smith (124)"
• "Call from 801-555-4444 is RINGING agent Steve Jones (125)"
• "Call from 801-555-4444 is RINGING agent Larry Thomas (126)"

In this scenario, if the inbound call was then answered by Steve Jones (125), the subsequent event data from the IP Office would be:

• "Call from 801-555-4444 was MISSED by agent John Doe (123)"
• "Call from 801-555-4444 was MISSED by agent Mike Smith (124)"
• "Call from 801-555-4444 was ANSWERED by agent Steve Jones (125)"
• "Call from 801-555-4444 was MISSED by agent Larry Thomas (126)"

Chronicall would then record 3 missed call events to the 1 answer event, skewing the connected Realtime and historical reports.

Collective Ringing Support

The most common issues include:

• In a collective ring scenario, IPO simultaneously rings multiple people in one group.
• If there are two or more IPOs, we see a high amount of ringing to related hunt groups with no recipient.
• Collective ringing can cause split calls in Cradle to Grave. One call could appear as several inbound calls from the same phone number, at the same time, presented to different agents.
• Since many factors — such as time delays — happen between IP Offices, one IP Office may answer the call with an agent while the other IPO is still ringing the group after the call has been answered. This wreaks havoc on the data sets we pull from the phone system, since we time-stamp all PBX events.
• This also causes repeated ringing events, or missed calls in this case, for an agent or group, affecting your reported service levels.
• We cannot guarantee accurate data at an agent level if you're looking to report on service levels.
  • For example, if you have one call ringing 8 agents at a time and only one answers, that would be 7 missed calls and one answered call for those agents. So even though just 1 call came in, it resulted in 7 missed calls and one answered call in the overall statistics.

Configure Simultaneous Ringing Groups

To help offset the inconsistent event data received as a result of simultaneous ringing, Chronicall has a setting that can help reduce some of the undesirable event data.

1. Log into Chronicall.

2. Navigate to Admin (System) > System Settings > Server Edition > Simultaneous Ringing Groups.

3. Select the ellipses (...).

   

4. Select the applicable group(s).