A direct call to the agent can be a personal call therefore it should logically not appear in the stats of the UCCX. Only the agent's work related calls, therefore coming from the helpdesk queue, should be incremented, otherwise the stats will not be so reliable.
You cannot measure calls which are not ICM routed calls. For, you to monitor this, you shall need to check the CDR on the CCM or have accounting configured on voice GW.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...