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Community Member

IPCC Webview Wrap-up code report

I am using IPCC Entperise 6.0.

Is there a standard Webview report which shows agent wrap-up codes entered at the end of each call?

8 REPLIES
Community Member

Re: IPCC Webview Wrap-up code report

Webview offers Not ready reason code reports and Logout code reports, but not wrap up code reporting with the canned reports.

Wrap-up code reporting is only available through a custom report/extract from TCDs (there are no standard templates that draw upon TCDs).

Cisco Employee

Re: IPCC Webview Wrap-up code report

What does the custom report for this entail? InfoMaker from Sybase, something else? Just curious as I have a customer with the same questions. Much appreciated!

-Steve

Community Member

Re: IPCC Webview Wrap-up code report

Yes, you should use InfoMaker from Sybase, but problem is in witch tables are this wrap-up codes stored?

Re: IPCC Webview Wrap-up code report

Wrapup information is stored in the Termination_Call_Detail table, in the WrapupData column.

Actually, we have a customer where a custom CTI OS Agent Desktop is implemented, this Agent Desktop is sending three wrapup datas, they are written into call variables, which are stored in the TCD table as well (as Variable1, Variable2, Variable3)

Community Member

Re: IPCC Webview Wrap-up code report

Thanks, but I looked in to this table (t_Termination_Call_Detail at AW database) and there is no data at all. Maybe it must be any else?

Community Member

Re: IPCC Webview Wrap-up code report

Try using the HDS database. The AW database only contains configuration data

Re: IPCC Webview Wrap-up code report

Yes, indeed, it is on the AW server.

If you have the Historical Database Server option enabled (while installing ICM), then it is at [ICMinstance]_hds.dbo.Termination_Call_Detail

TCD is a View, actually, not a real table (which is, actually, a copy of the t_Termination_Call_Detail table, but anyway, use Termination_Call_Detail)

Community Member

Re: IPCC Webview Wrap-up code report

Alex,

I had to create a new report using the "Termination_Call_Detail" table found on the HDS. There is a field named "Wrap_up_data". If you are not adept at using infomaker to customize reports, Cisco has a nice step through. Search Cisco's site for it.

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