To configure RUBY, you require GROUP and AGENT information for each group/agent.
To setup RUBY correctly, you will require this information but also need to
understand the operating of the call centre. Please complete questions below
and supply lists where requested and/or applicable.
Group information:
- What group names must be reflected on the RUBY reports?
- Indicate each group number (as per PABX configuration)?
- Does each group have a unique DID number to the group for incoming calls?
- If so, what is the DDI number of each ?
- Does the group have a voicemail extension unique to each group?
- If so, what are the extension numbers?
Group information list:
You can only complete the table and note n/a if not applicable.
Agent information: - Does each agent have a unique code/login?
- If so, please list the agent's code/login/virtual extension and agent name?
- What is the group number for the agent codes/agent login/virtual extension?
Agent information list:
You can only complete the table and note n/a if not applicable. - Does the agents have fixed seating (operate from one desk only)?
- Does the agents use PC's?
- If so, provide the PC Name/IP address (static) and extension for that PC?
- Further, does the agent have a unique Windows login?
- If so, what is the unique Windows login per agent?
Extension/PC information list:
You can only complete the table and note n/a if not applicable.
General information: - Can an agent log into more than one group?
If so, please add to listing of agent information - Can an agent log into multiple groups at the same time?
- Is the same group used for different campaigns?
- If so, how often do they change campaigns per group?
Once these question has been answered and we are fimiliar with the
routing of the incoming calls by the PABX at the specific site, we
can decide on the configuration option for groups and agents in RUBY.