All cutomers are required to call 6600 for my contact center quries. then IVR prompt is played saying press 1 for ... and 2 for ...... somthing something.. When they press 1 it hits ACD and to the contact center agents. and when pressed 2 it will not hit agents rather it goes to a different(assigned ) mobile number.
I can find any kind of reports for contact center agents.. can i find reports for that mobile number ? report for pressing option 2.
The stock report "Detailed Call by Call CCDR Report" will give more specific information on call like called number, application, calling number..... but there is no report to check different menu option of script. There is way by using custom reporting.
Contact Center users dial out/call customers from their computers via a desktop based application like Cisco Finesse Agent / CAD (Cisco Agent Desktop) application or any other 3rd party application.As per organizational process the requirement is ...
i want share with you my setup, how i configure TMS 15.6.0 with SQL 2012:
-first of all this deployment design in LAB just for practice, my deployment contain SQL and TMS in same server if you need to install TMS in another server yo...