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IPCC Enterprise-Agent Call Transferr

Does anyone know if there is a way in IPCC enterprise to determine if agents are using the desktop application or their desk phone to transfer calls?

We are looking for a way to spot check if agents are following procedures.

Thanks

2 REPLIES
Hall of Fame Super Silver

Re: IPCC Enterprise-Agent Call Transferr

Well, you cannot diffriencite these, but all transfered calls show up on the webiew agent reports.

HTH, please rate all useful posts!

Chris

Cisco Employee

Re: IPCC Enterprise-Agent Call Transferr

The information you seek would probably be in the CAD logs which are located on the server at C:\Program Files\Cisco\Desktop\log.

We will need to use the DUMPLOG program to extract the log data.

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