Call logging (CL)
279
System functions and features as of R4.1
syd-0570/1.2 – R4.1 – 08.2016
Fig. 153 ICL can be switched on or off in each call distribution element
Application Example
• Customer service: 032 655 33 33
• Enter ICL data activated for customer support calls only (see Fig. 153).
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
An incoming call can be assigned a cost centre with the function code *78 + CC No.
Businesses such as lawyers, physicians, consultants, etc., like to invoice their consul-
tancy fees on the basis of the duration of the calls made with their clients. In such
cases, ICL is combined with cost centre allocation.
Response if output is blocked
(See "Printer faults", page 281
)
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 acquisition
may have to be reconfigured.
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CDE ICL
o
on
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User group
"Customer service"
Commu-
nication
server
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