I have a client running IPCC Express. They are reporting that when they run the Agent Summary Report some Outbound Calls are showing up. Interestingly some calls do and some don't. The outbound calls in question are being placed from their IPCC extension with the agent logged in and in a ready state. Inbound calls show up fine. I'm at an early stage in troubleshooting this. I was wondering does IPCCX pull data for it's reports from the CCM CDR database directly or from the CAR database the same way that CAR reports are generated? Or does it record them independently of CCM?
Thanks in advance for any assistance.