Clepex

can you specify what you are looking for?...

hoizy

Sure. I am looking to track calls once they enter CCM. For example if a caller is answered by an agent and that agent transfers the call to another agent and that agent transfers the call elsewhere it seem as if I'm losing track of the call along the way. I'm looking for some sort of raw data that tracks calls better than the call by call reports.

Clepex

for calls which are being transferred, you have to look at the intercall_id and transf intercall_id values which match to the next call ID the call used, then you can track the call properly. make sure also that the call duration is within the report interval you ran.

another way to track the call is by using a 'call accounting' application.