vinay

The path for the documentation is

Main menu-Call Center information-Basic Call Management System


BCMS help us to maintain the call data in the Switch.It is an inbuilt software in the switch which should be activated .They help us to moniter the vectos, VDNs etc.,agent or user performances.It is more prominiently used in a call center scenario.

Reason codes are the call classifing codes.They are used by call center consultants(agents) to classify various calls they handled like in a typical insurance sector the call can be classified as sales,claims, policies etc.

during handling a call or once a call is completed the agent enters a code on his/her phone to categorise the call. These codes are called as reason codes.

These reason codes shoud be defined in the PBX to identify the type of calls by the BCMS or the CMS