Our Contact Center management has raised a new requirement to report with the ANI details of calls landing at any skill groups during put of business hours.
Options that we have is
1. Webview report - Call Type 22 and 23
But in this, If we specify put of business timings and generate the report it will give the number of calls and not its ANI.
2. Call detail report from our custom report application.
Here the problem is, this report will give details of calls landing during business hours alone. The reason is that only the calls that utilizes VXML ports in CVP gets to this custom report. The calls coming in during of hours is handled at ICM level and to play the out of office hours prompt it utilizes CVP port not VXML and terminates the call.
Is there any way to get this ANI details without having to modify this custom report much. Please assist in this. Let me know if you need any more details.