Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

IPCCX-CRS:CCDR Reports

Hi,

We are running IPCCX with 4.0.

I need a clarification Regarding The Report:"Detailed Call by Call CCDR Report".In which three Calls (from same caller ID)are sent to three different agents with same Node/SessionID/Seq.No and the same Start/End time. How is it possible!!!!!

Can some one clarify on this... and also session ID will be common for particular call or it will be different??

Pls. help me out!!!

Regards,

1 REPLY
Bronze

Re: IPCCX-CRS:CCDR Reports

The calls may not be duplicates. They can be a conference calls. which have the same SessionID, Session Sequence Number, but different talk time because different agents participated in the same call. (TheDetailed Call, CSQ, Agent Report shows the names of agents who participated in a conference call.)

Another possibility for the duplication that could be explored. Call is sent to one agent, but agent does not answer, so call is sent to second agent (explains zero talk time on one agent).

114
Views
0
Helpful
1
Replies