Hi
I work at the Rand Afrikaans University in South Africa and we have +- 2200 staff. We are currently able to manage our Philips based PBX using Telephony Management Software called TABS. We are looking at integrating * into our current operations to bridge campus' and run a call centre. Since the telephony operator is a non-technical 'manager', I was asked to produce reports on *.
My question is twofold:
1) Is there reporting/analysis software around for * which processes CDRs?
Not specifically, no. There are some very short perl-based examples which are floating around on the web, but they are minimal and not what I would call "analysis." Your best bet is Crystal Reports or a similar package that can import and manipulate large numbers of lines of similar data.
2) With regards to Agents, is there a way to review/report on e.g. dropped calls, answer ratios, wait queue lengths etc?
No, not really. It is possible that you might be able to glean this information out of a Crystal Reports summary, if you spent a lot of time customizing the data.
Regards Thorsten Neumann
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