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New Member

Agent Manager and Reporting

Hello to All,

I'm new to the Cisco product and have been asked to create Universe using a Business Intelligence Product named Busines Objects. I have been shown a screen on the Agent Manager where the agents are able to see their call information. This screen shows the time of the call, called number, and if the call was answered. The call answer field is a Y or N. Where is this data stored and how do I find the database and the tables that make this up?

I have done a little bit of digging into the historical IPCC reporting database and have found an interesting senario. In the CCDR table the Original Called number field is populating whenever call is answered (Y), else if the call is not answered (N) it is blank. Is it true to believe that if this field pouplated the call was answered else no contact was made?

If not, then what are the conditions where this field is populated in the CCDR for an Outbound Call?

I maybe asking a lot here, but really need to find these answers before moving forward.

New Member

Re: Agent Manager and Reporting