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Call SubType

We are using Call Types right now to do reporting on the types of calls agents get etc. We want to see if we can further granulate our reporting without touching the call types and use the call types just for routing purposes (Requalify etc.) We want to make sure that our debugging of the scripts does not get too complicated and therefore we are not thinking of using the Call Variables to store this data (since we can not do a search on scripts which contain a certain variable getting set with certain data). Does anyone have some ideas. We are on ICM 4.1.5 release right now planning to upgrade it to ICM 4.6. Thanks in advance.

Community Member

Re: Call SubType

Have you thought of using Services or Routes to get the reports you need? Since both of these items are in Script Cross Reference, there shouldn't be an issue with tracking these back to scripts. It may require you to add some new config and change some scripts (i.e. new services to correspond to the old call types), but it may be worth it in the long run.


Community Member

Re: Call SubType

It would be useful if Cisco had report categories such as Dialed Number and Label in Monitor ICM and webView II. If we all lobbied Cisco we might get this.

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