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Cisco Employee

Reason Codes in Unity Reports/Stats

Do we have the capability in Unity Reports/Stats to provide the Reason Codes

of why a "call went into voice mail"

Possible Reason Codes would be:

1)Busy

2)No Answer

3)After X number of rings

4)Transferred to vm directly

Hence the ability in the Stats/Report to tarck these

1 REPLY
Cisco Employee

Re: Reason Codes in Unity Reports/Stats

When the call is forwarded from an extension into Unity we know why it was forwarded (i.e. busy vs. RNA) but we can't know how many times the phone rang or if it was a result of a transfer over ride from the switch or what...

We don't have a report that collects the information about why calls forwarded to us from the switch(es) we're connected to.

For transfers within Unity (i.e. via the auto attendnat) we do track this - the Transfer Call Billing report does include a "transfer result" column - This will be either busy or RNA... the switch doesn't tell us if it's forwarded for DND or forward all type scenarios specifically, those will look like RNA to us.

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