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New Member

Agent Manger and IPCC Reporting

Hello to All,

I'm new to the Cisco product and have been asked to create Universe using a Business Intelligence Product named Busines Objects. I have been shown a screen on the Agent Manager where the agents are able to see their call information. This screen shows the time of the call, called number, and if the call was answered. The call answer field is a Y or N. Where is this data stored and how do I find the database and the tables that make this up?

I have done a little bit of digging into the historical IPCC reporting database and have found an interesting senario. In the CCDR table the Original Called number field is populating whenever call is answered (Y), else if the call is not answered (N) it is blank. Is it true to believe that if this field pouplated the call was answered else no contact was made?

If not, then what are the conditions where this field is populated in the CCDR for an Outbound Call?

I maybe asking a lot here, but really need to find these answers before moving forward.

5 REPLIES
New Member

Re: Agent Manger and IPCC Reporting

Which version are we talking about here?

Express or Enterprise?

New Member

Re: Agent Manger and IPCC Reporting

Sorry, Express. We are now also On IPCC 4.1.

Hope this is enough information, I really don't know much about Cicsco and I have been pretty much thrown to the wolves to figure this stuff out on my own. Our Cisco person doesn't really seem to know enough about the reporting.

Thanks

New Member

Re: Agent Manger and IPCC Reporting

New Member

Re: Agent Manger and IPCC Reporting

I have all the information about IPCC reporting and understand these tables.The field called original called number is not clear for outbound calls. I'm finding that sometimes the phone number is populated and others it is not. I'm hearing now back from Cisco that thier maybe a bug with this field and it's not alway populating as it should be.

What I'm looking to find now is where the files, logs or tables are that store the information that make up the real time reports within CAD. These reports give information on the the agents answered call activity. I want to know where these reports are pulling this information. It holds up to 5 days of historical information I'm being told.

Thanks

New Member

Re: Agent Manger and IPCC Reporting

If it is IPCC Enterprise, Termination_Call_Detail and Route_Call_Detail tables have call-by-call information.

Wei

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