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New Member

Webview Questions

Hi,

IPCC Enterprise 6.0

Question:

1- handled Calls: is the total of Ansewred calls routed by ICM to the agent? is that include calls being queued(IVR) and then routed to the agent.

2- I have a script which do the following:

- ICM forward the call to agents if ready

- if not go to IVR and play some prompt

- go to voicemail(a label is used)

how can i get how many customers get to the voicemail in webview?

3 REPLIES

Re: Webview Questions

Question 1) Yes, It includes IVR calls.

Question 2) Create a Call type, say Voicemail_CT.

Before, sending to the label, use the calltype node and choose Voicemail_CT. Now in webview reports, you can report on that call type to see how many calls ICM sent to VM.

Hope that helps. Please rate posts.

New Member

Re: Webview Questions

Thanks a lot

Question2: i want to have the report from the script i already have about how many people were in voicemail, or an approximativ number maybe in a report, is that possible?

Jay

Re: Webview Questions

for older Data, you need to hit the Termination Call Detail (t_Termination_Call_Detail) table in HDS using SQL and look for DialedNumber field with the voicemail extension. That is the only way for the older date. Going forward, it is straightforward if you create the call type for the voicemail calls.

Please rate posts.

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