DID and IPCC

[c.fotia]

Hi,

our customer has a Contact Center on IPCC 6.0 platform and CCM 4.0 and use WebView reporting to valuate the Contact Center performance. The calls maked directly to agents internal numbers are not counted any way in WV reports. In what manner is possible to do?

Any hint?

Thanks

Claudio

[sanjeev.thallikar]

IPCC is the ACD and webview reports only on calls from the Agent's ACD line - incoming and outgoing.

For all non-ACD extensions, you will need to use Call Manager reports or use another 3rd party reporting like infortel. The drawback is ACD and non-ACD reports are not integrated. These are seperate.

Another option is for you to do custom reporting using Infomaker and integrate with webview. Since all data is in SQL, you should be able to do this way.

Please rate posts.

[c.fotia]

Thanks Sanjeev,

really the IP Phone line is configured in IPCC like Device Target. I think that the the DID calls aren't reported because they are not routed by IPCC...

How is possible to do?

Thanks in advance.

Claudio

[sanjeev.thallikar]

Only if the agent logins to the Device Target using CTIOS or CAD will the statistics for that extension be reported in webview.

[c.fotia]

The agent is logged on device in IPCC environment (with customer application based on CTI Desktop libraries) but the call is maked directly to agent internal number.

The Customer dial xxxxxx301 to call directly the agent logged on device 301 without routing by IPCC Router so the call is connected via specific CallManager Translation Route but not reported in WebView...

Claudio

[sanjeev.thallikar]

Sorry but I am little confused. Is the agent logging onto the 301 extension which is the device target?

If yes, then if another agent dials the 301 extension directly, webview should report this as internal calls. If you are not seeing the data, then it is probably a bug which might have been fixed in a later service release. You might want to check SR release notes.

If the agent is not logged in to the 301 extension, then webview will not report it. For instance, an agent has 2 extensions XXXX and YYYY. XXXX is the Device target. If another agent calls XXXX directly when XXXX is logged into by CTI Desktop/CTIOS, then it will be reported by webview (unless there is a bug). Since YYYY is not an agent line, any calls to that extension will not be reported.

[c.fotia]

I'm unclear...

The Agent is logged in IPCC system AND his device extension is 301 but the call come from outside (PSTN). The external customer dial xxxxx301 and the CallManager translate on line 301.

Calling an internal extension from another device the call is correctly reported as Internal.

Claudio