One of our business units has call center agents and each of these agents have two lines: a line controlled by IPCCX and a 2nd personal line. As part of their work flow, they could take a call on the IPCCX controlled line and make or receive a call on the personal line. The business unit manager has express frustration with standard (and custom) IPCCX reports because it does not include the activity on the personal line - which is in the CDR logs. (We use ISI.)
The business unit manager has used Lucent (Avaya) Centerview in the past which he states enabled him to view this data in a single report.
How do other customers of IPCCX handle the issue of marrying IPCCX call center data and CDR data into a single logical report of all call activity (call center and personal) for a group of call center agents?