06-14-2007 08:02 AM - edited 03-14-2019 12:56 AM
Does anyone know if there is a way in IPCC enterprise to determine if agents are using the desktop application or their desk phone to transfer calls?
We are looking for a way to spot check if agents are following procedures.
Thanks
06-14-2007 08:16 AM
Well, you cannot diffriencite these, but all transfered calls show up on the webiew agent reports.
HTH, please rate all useful posts!
Chris
06-21-2007 12:31 PM
The information you seek would probably be in the CAD logs which are located on the server at C:\Program Files\Cisco\Desktop\log.
We will need to use the DUMPLOG program to extract the log data.
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