Vidicode Espero Desktop, Manual

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Manual Voice Server Espero © Vidicode 2009 108
17.2 The example of many unanswered calls
When looking at the call statistics it can be seen that about 30% of all
calls to the company remain unanswered. What is the problem? Are
these potential customers who now go to another supplier, or is
something else happening?
Call Statistics allows you to answer the question by making selections of
local and remote numbers. Refine your search to callers who have
chosen the sales department from your main menu. You see that there is
no problem here, everyone is served well. Then you make a query on the
unanswered calls and you see that many people have called a certain
sales person directly. The reason is that they know a person and that his
DID number is on his business card. You may even sample a few remote
numbers to verify if, after the call to a sales number was unanswered,
they were taking the trouble to call the main number.
When you understand the situation a possible solution would be to
make a transfer page on the DID number of every sales person. The
transfer page will monitor a call to the sales person and, if unanswered
or busy, connect to a menu for the sales group. This menu might offer to
either leave a message to the person called or to speak to another sales
person. The command to speak to another sales person will lead to a
transfer page that calls all numbers in the sales group and forms a
queue when they are all busy.
17.3 Call Statistics when the Voice Server is in
service
When a Voice Server is in service, most calls will be answered. That
however does not mean that all problems are solved. It is important to
look at the call statistics some time after a procedure has been
introduced. To give you an obvious example, it is very important to
verify that callers do not hang up while they are waiting in the queue. If
this happens it is even more important to know how long these callers
have waited in the queue.