[389] in I/T Delivery
EVDS Project
daemon@ATHENA.MIT.EDU (Joanne Hallisey)
Mon Nov 6 10:39:38 2000
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Date: Mon, 6 Nov 2000 10:38:57 -0500
To: delivery@mit.edu
From: Joanne Hallisey <hallisey@MIT.EDU>
Cc: evds-mail@mit.edu
Project Name: Extended Voice Directory Services
Project Leader: Joanne Hallisey
Report Date: November 6, 2000
Submitted by: Joanne Hallisey
URL: http://web.mit.edu/is/np/projects/voicedir
Accomplishments past period:
-Confirmed that Louise will do work for ACD in November, 2000
- Met with Parlance for an update on the NameCoinnector Performance: The
registry seems to be well defined. Some suggestions for additions are made
regularly, but most names and common aliases are included. A recent issue
with a failure due to an accent is being investigated by Parlance.
Statistics show that the NameCommector answered 7,166 calls in October 2000
and 55,309 since installation. Of the callers reaching the NameConnector
35.29% hang up immediately (before they hear the prompt). This indicates a
need to either reach a person (no individual names listed in registry) or a
need to have an Operator provide information or triage a call.
27% of calls using the NameConnector are connected correctly to individuals
and another 28% are connected to the Operator upon saying "Operator".
These represent successful connections. 6% default to the Operator after a
third try to connect.
A Call volume distribution shows that the NameConnector answered an
increased number of calls in September our busiest period.
The 4 ports are handlling the volume nicely. In the short periods when all
4 ports have been busy, the caller hears a second ring and is then
connected.
Goals:
Complete ACD work to eliminate the looping when all Operators are busy.
Begin customer survey and analysis of their listings as well as their use
of callers' menus.
Parlance to add a "or press "0" to reach and operator since callers can say
"Operator" or press 0 and it was not stated in the dialog.
Issues:
None
Additional Comments:
None
Learnings:
None
