IPCC customize outbound calls report

avi_mohod · ‎07-21-2005

We are creating ICM SQL table for reporting purpose for one customer. Customer IPCC is setup for inbound and wants a report on outbound calls made by agnets. Agents are making outbound calls by manually dialing the numbers and calls are not routed by ICM. We are refering following tables in ICM

Agent_Skill_Group_Half_Hour_Table

AgentOutCallsTimeToHalf

TalkOutTimeToHalf

AgentOutCallsTalkTimeToHalf

Service_Half_Hour_Table

CallsOutToHalf

CallsOutHalf

CallsOutNow

Service_Real_Time_Table

CallsOutHalf

CallsOutNow

Skill_Group_Half_Hour_Table

TalkingOut

AgentOutCallsTimeToHalf

AgentOutCallsToHalf

AgentOutCallsTalkTimeToHalf

Please advice for inbound ICM setup can we get any data for outbound calls from above fields in ICM Tables.

jdelbonis · ‎07-22-2005

Here is a link to the ICM 5.0 DB schema handbook:

http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm50doc/coreicm5/confadm/dataschm.pdf

Search for talkingout, talkout, etc to find tables that contain fields related to talking out.

Some of the tables you mentioned contain fields related to outbound calls.

Hope this helps.

John.

avi_mohod · ‎07-26-2005

Thanks John.

I know about this document. But it does not specify that fields in table will capture data for outbound calls in case IPCC is setup for inbound calls

jdelbonis · ‎07-26-2005

Data will be captured for all inbound and outbound calls to and from the system with IPCC set up for inbound calls.

Try a simple experiment with 1 phone set up to take inbound IPCC routed calls. Make some outbound calls with the phone and see that the outbound fields in the database get populated.