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?
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...
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.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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