Call Classification between CM and ICM

denian.nascimento · ‎10-01-2010

Hi,

I need to know how can I separate the call type of the task when the calls are within a Inter-cluster. For example: when I make a call from CM A, where are a Inter-cluster Trunk with CM B, the call type of the task in WebView (ICM) comes as "OUT" insted of "IN".

PS.: In the Trunk on CM, the Call Classification was set as OnNet, and in the Route Pattern too.

Thanks,

Denian Nascimento.

david.macias · ‎10-02-2010

Not sure I understand. Is this the task shown for the agent receiving a call or making a call? What's different to the call goes out to the PSTN then to the other cluster?

david

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denian.nascimento · ‎10-04-2010

Hi David,

It is when agent make a call to another CM in the cluster. The problem is that in the WebView Reporting when the agent make an internal call (but to another CM in the cluster) and when he/she make an external call it is classificated as the same CallType, and I need separate it.

Thanks for help

Denian Nascimento