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.
Well, you cannot diffriencite these, but all transfered calls show up on the webiew agent reports.
HTH, please rate all useful posts!
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.