I am testing the set up of the ICM Dialed Number Plan to track agent initiated calls to hopefully get better reporting statistics. I've got it to work for Agent-to-Agent transfers but my question is about the TCD records that show up as a result of an agent transfer. My test is to dial a call that runs a client-like ICM script that routes the call to an agent. The agent answers the call and uses Cisco Agent Desktop to transfer the call to agent #2. After the call is transferred to agent #2, agent #1 gets the wrap-up code box and selects an appropriate wrap up code. When agent #2 finishes the call, this agent also gets the wrap-up code box and the agent selects the appropriate wrap-up code. When I query the database for the TCD records for this call, I get four records and the last two correspond to agent #1 and agent #2. I see the WrapupData field populated on the record for agent #2 but there is no WrapupData for agent #1. Here's the question: If I have things set up properly, should I see the WrapupData field populated for agent #1. Any feedback would be much appreciated. Thanks.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...