CDR Info from calls routed through IPCC 3.5(3) autoattendant script

[roberts]

Customer is looking to report inbound/outbound calls through the CDR. Outbound call reporting is accessible. Inbound calls are being routed through the AutoAttendant in IPCC Express. The call flow is thus:

Main Number > CTIRoutePoint/JTAPI Trigger > MainApplication/Script. User is prompted for autottendant which calls a SubFlow AutoAttendant script. The subflow prompts the user for a 3-digit extension. User enters extension. Digits are collected and stored. A CallRedirect step redirects the call to the Cisco IPPhone.

The inbound call-leg to the RoutePoint/Trigger is recorded in the db_cra_ccdr database in the contactCallDetail table. Can you please advise as to where the call data for the redirected leg of the call to the Cisco IP Phone is located? Basically, where can we fined the final Called Party extension and match that to the original calling party when the call is routed through a callCenter subflow script.

[thomas.chen]

This URL should help you:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_administration_guide09186a00801d6f9c.html

[roberts]

Thanks,

However, these reports imply the call is being picked up by a callcenter agent. This customer is attempting to track calls that are forwarded and anwered using the "redirect" step (this is coming out of the AutoAttendant script"

Remember, the IPCC server is not just for queuing calls to Agents

Thanks,