Our helpdesk number goes through UCCX, as a shared line on a dozen phones. I want to get a report on how many calls each person is picking up. The line is shared so no one logs in. It is just assigned to the 2nd button.
When I go to CDR and search for an extension, the report does not tell me who, or which extension, picked up the call. the last redirect extension always seems to be out helpdesk extension. I see the calling number, the called number, the CTI port number and the last Rd number, but not a number of which extension picked up the phone.
Any help is appreciated.