Call tracking system

[bzarcher]

Call tracking system
Originally uploaded by bzarcher.

I really try not to complain about my co-workers, but today was pretty bad.

My job is:

Manage cell phones. Handle the spam filter. Manage RSA. Manage PDAs. Manage remote access requests, and co-ordinate a lot of the buisness partner VPN stuff, PLUS take calls.

Rob's job is: Take calls (PRIMARY) and do Peoplesoft Vantive accounts for new hires and terms.

Ask me why I think someone was shirking today.
Now, to be fair to Bob, he is out on family leave: His wife delivered their 2nd daughter on Friday. But...

Comments

[buschap.livejournal.com]

Does that mean that when someone calls your support line, the system automatically notes that call? Does it note who called, too? I was dreaming of a system like that for here.

[bzarcher.livejournal.com]

From what I understand, it tracks calls coming in, and who takes the calls once they hit the support line, but it has trouble doing caller ID for who called and when.

It's using the Aspect WINset system, if that helps.

[buschap.livejournal.com]

Ultimately, I'm not. They seem content with how things are done manually, right now. But I'm glad I'm not the only person who was designing this in their head.

We have a CTS, and I was always dreaming of having something that when you answered the phone, created a new issue with the user's name, so the timing on the issue was also accurate.