There is a way that an agent can "fake" a phone call. That somehow they can manipulate the system to show that they are answering calls that are not there. Are there any reports that we can look at to see if there is one agent answering multiple calls in under 1 minute?
Yes, look at an agent activity report historical or real time, you can see their average talk time or you can see how many calls they have handled. Of course none of this data is useful unless you have a baseline first. So make sure you have a baseline and then talk to your agent.
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...
[toc:faq]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 discusse...