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CUCX version 5.0 SR2 Custom Reporting Issue

We are running CUCX version 5.0 SR2 and are trying to create a report that maps outgoing calls to “Resources” (people making/receiving the call). We wish to collect and report information on who handled a particular call, as well as various statistics such as total call time, number of calls per day, and so on for each person.

However, the system does not seem to be referencing a particular call with a  ”Resource” when that call is made to an outside line. Only calls to extensions for our building are being saved. This process seems to involve three tables in the system:

ContactCallDetail, which logs every call

Resource, which contains information about personnel

AgentConnectionDetail, which should link each call to a person.

All calls made appear to be saved properly in the ContactCallDetail table, however only calls made to internal extensions are saved in AgentConnectionDetail. Because of this, we do not seem to be able link a particular call from an external number to whoever handled that call.

Is there something we are missing here?

  • Unified Communications Applications