System Functions and Features as of I7.9
260
Call logging (CL)
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Application Example
•
Customer service: 032 655 33 33
•
ICL ON
, for customer service calls only (see
Analysis is used to determine the quality of the call handling. One possible result of
the analysis is that customer service is constantly busy between 10 a.m. and 11
a.m., and that an extra employee might be required during that period.
Cost centre allocation
It is possible to allocate a cost centre to an incoming call using the *78 + CC No.
procedure. Businesses such as lawyers, physicians, consultants, etc., like to invoice
their consultancy fees on the basis of the duration of the calls made with their cli-
ents. In such cases, ICL is combined with cost centre allocation.
Response if output is blocked
.)
ICL and OCL: Areas of conflict
ICL can lead to conflicts with OCL as the same resources are used in part. Critical
points are:
•
Same output channel:
A certain amount of ambiguity can arise between OCL and ICL if clear sorting is
not carried out. Under certain circumstances the equipment used for charge ac-
quisition may have to be reconfigured.
•
Separate protocols:
ICL and OCL protocols can be configured independently of each other.
•
Memory overflow:
•
Ambivalence with transfer traffic:
If external calls are transferred or rerouted to an external destination and then
answered there, 2 protocol lines will be generated (if both OCL and ICL are ena-
bled).
•
Two-company system:
ICL does not support separate logging according to company.
