02-20-2008 09:30 AM - edited 03-14-2019 01:52 AM
I am wanting to verify that crs reporting will give reports if agents make outbound calls. I am not wanting to report on outbound campaigns. If an agent goes off hook with there IPCC ext. and makes an outbound call should crs report on that.
I have a small lab setup. I have an agent logging into IPCC through the IP phone, when I place a call to another extension from my IPCC extension, I am not getting any of that detail in my reports. Am I missing something?
Version of IPCC - 5.0
Version of CM - 5.1
Thanks,
-Jeff
02-21-2008 07:48 AM
We are able to capture this data on the agent detail report.
02-21-2008 08:55 AM
Thank you for the response. That is the report I am pulling, though is not display any DNIS information. And the 'Duration' of the call is way off. Say for a test call that is about 1min, the 'Duration' displays 6sec.
Is there something I need to configure first in order to grab this info correctly. I have tried some thing under desk top admin in 'dial string' and the both CM and IPCC have their clocks snyc. with a time source
Any help would be greatly appreciated
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