In the field Direction, I need to see the active task OUT when the agents use the CTI Dialing Pad to make an outgoing external call.
Presently I see the task OTHER instead of OUT.
Do I may need to feed the Agent_Real_Time.Direction table
In the ICM Schema Document for the Agent_Real_Time table, the column Direction is described as "Direction of call agent is currently working on:
0 = None
1 = In
2 = Out
3 = Other"
Why can't you change it?