I have a CAD agent (version 7.0(1)) which uses the IPCC extension to make outbound calls. My issue is with the RTMT showing these calls as Contacts Presented and Contacts Handled. When the agent logs into the client to start their shift, they are showing 17 Contacts Presented and 27 Contacts Handled even though they have not received any calls of yet.
I have tried to reset all stats in the RTMT, all stats clear for all other agents except this agent.
Is there a way to clear the call log from the CAD? This is effecting reports supervisors are gathering for call log data.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
Over the last few months, I have had the privilege of working on SI...
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