crs historical reporting outbound

Jeff Thompson · ‎02-20-2008

I am wanting to verify that crs reporting will give reports if agents make outbound calls. I am not wanting to report on outbound campaigns. If an agent goes off hook with there IPCC ext. and makes an outbound call should crs report on that.

I have a small lab setup. I have an agent logging into IPCC through the IP phone, when I place a call to another extension from my IPCC extension, I am not getting any of that detail in my reports. Am I missing something?

Version of IPCC - 5.0

Version of CM - 5.1

Thanks,

-Jeff

dvanzee · ‎02-21-2008

We are able to capture this data on the agent detail report.

Jeff Thompson · ‎02-21-2008

Thank you for the response. That is the report I am pulling, though is not display any DNIS information. And the 'Duration' of the call is way off. Say for a test call that is about 1min, the 'Duration' displays 6sec.

Is there something I need to configure first in order to grab this info correctly. I have tried some thing under desk top admin in 'dial string' and the both CM and IPCC have their clocks snyc. with a time source

Any help would be greatly appreciated