Best Way to Report on Outbound Calls by Agent??

asafayan · ‎06-09-2008

We run IPCC Express 4.05. I'm building some custom reports using Crystal and wondering how folks have created reports to quantify the number of outgoing calls by IPCC agents?

Since this action doesn't invoke the IPCC script/application, I'm assuming you report based on calling number of the agent within the Call Manager CDR db ..... correct?

ebreniz · ‎06-13-2008

The Agent Detail report does detail all inbound and outbound calls for each agent for

calls made and received via an ICD extension. Outbound/Inbound calls on a non-ICD extension are not (can not be) tracked via CRS, therefore not in the CDR database.