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Reporting on Dialled numbers

Reporting on Dialled numbers

(OP)
Is there a way to report on dialled numbers? Who called that number etc.

I know you can do this on other call reporting software even on CCR just can not see an option on IPOCC at the moment so any help would be great.

RE: Reporting on Dialled numbers

Hi,

of course there is - use the statistic module for that or grab the necessary data from the database directly.
If you could describe in more detail what reports you want I'm sure we can help you ;)

RE: Reporting on Dialled numbers

If you just want a quick search on a specific phone number the supervisor can do that from the Contact Detail Reports screen in IPOCC UI.

"Trying is the first step to failure..." - Homer

RE: Reporting on Dialled numbers

(OP)
Thank you,

It is our client is trying to find out if either someone or a dialler has called a certain number and I just cant seem to find a report that lets you do this

RE: Reporting on Dialled numbers

That looks like a perfect scenario for what janni said :)


Here you can filter by date and/or topic, caller, dialed address etc.

RE: Reporting on Dialled numbers

(OP)
Thanks Janni78, that is exactly what I am looking for.

Appreciate the help everyone.

RE: Reporting on Dialled numbers

(OP)
Would anyone know of any other way that you would be able to search for dialled numbers on IPOCC or the IP Office.

Our client has an issue where someone has complained that they have been dialled 183 times but when you search for the number in the Contact Detail Report the number does not show up but when they have asked their line provider they have been able to trace the call has came from their system.

So is there any other way other than Monitor can trace this?

RE: Reporting on Dialled numbers

Monitor would actually be a good place to start as that shows if the call actually comes to the system and where it goes.
You'll see if it goes to IPOCC, what Topic number and if it goes to an agent, who the agent is.

"Trying is the first step to failure..." - Homer

RE: Reporting on Dialled numbers

(OP)
Thanks Janni78 but the problem with monitor it would need to have been running to get this information.

The calls allegedly happened on Monday so would be unable to get that from Monitor

RE: Reporting on Dialled numbers

You can't get the logs from the past, but you can leave the monitor running on some server and log to files.
That way you'll be prepared for the next time it happens.

EDIT: Have you had a look at the TTrace logfiles from monday?

RE: Reporting on Dialled numbers

(OP)
Hi Alfalis,

No I have not, not really sure were I should be looking with that.

RE: Reporting on Dialled numbers

You can try looking in the database.

Start with searching for the number in the TR database, table zeroleveldata, column cck_callingnumber
That should show date, time, topic etc if that number called the system.

But I think this is the same place that Contact Detail Report looks in.

"Trying is the first step to failure..." - Homer

RE: Reporting on Dialled numbers

(OP)
Well it would have been an outgoing call, this show the same information?

RE: Reporting on Dialled numbers

Ok so just to make sure: What exactly are you looking for? Inbound calls that apparently didn't get through or outbound calls?

RE: Reporting on Dialled numbers

Outbound calls should show in the same table, considering the amount of calls it sound like there would be a dialer involved.

"Trying is the first step to failure..." - Homer

RE: Reporting on Dialled numbers

(OP)
It is an outbound number.

The number was on the diallers list and when it tried it came back with the return code from dialler as destination busy.

However when I look at the Contact Detail reports and look that number does not show up at all for that date so unless it has not logged that information

RE: Reporting on Dialled numbers

Can you post a pic of your search?

"Trying is the first step to failure..." - Homer

RE: Reporting on Dialled numbers

Did you initiate the call from your phone or via the IPOCC UI?
Also you could run a select * from levelzerodata where cck_callednumber like '123456789' - if that doesn't return anything the call did not happen (or was not initiated via the UI). You may also use "%" as a placeholder, so for example like '%123' if you want all numbers that end in "123".

RE: Reporting on Dialled numbers

(OP)
I have never used the TTrace before unfortunately, is it the TT Console you use?

It was a dialler that was meant to have made the call.

RE: Reporting on Dialled numbers

Yes, TTConsole :)
When you say "a" dialler, you're not using the campaign feature of IPOCC but rather a third-party dialler?

RE: Reporting on Dialled numbers

(OP)
I believe it is the campaign feature they are using

RE: Reporting on Dialled numbers

It should show in the Contact Detail report even if the dialer is used.

"Trying is the first step to failure..." - Homer

RE: Reporting on Dialled numbers

Hy Guys,

I am also looking for information about reports and ended up here. i have read your discussions so may I ask the following (or should i open a new thread ):

1. You guys recommend that agents call outside using the UI ? i ahve told them tu dial from communicator since it is easyer.. Q: Calls not made from User UI are not being processed by ipocc? :)

2. you said that in CDR you have a list of all calls, in and out from ipocc.. i have looked at my cdr and for example, for last week period 17-21 oct. and checked the connected calls - there were like 10 calls, and if i look at ACR to check recorded calls there is something like 200-300..

3. my customers wants to get the following from reports/week. tell me please if i am choosing the correct counters:
- shortest call - ??
- longest call - maxTConvAg
- list of all calls - this i sould have from CDR right?
- average duration of calls - avgTConvAg
- average time in queue - ??
- abandon rate - CSF - Customer Service Factor in percent- which is "The customer service factor is the ratio of successful calls that
were established during a configurable waiting time (TSFthreshold ) and the total of all incoming calls(totNincome). Successful calls are connections with an agent, an automatic agent (IVR) or an external destination (if thus configured with the UI configuration under "Special settings")." but for this i need to set up TSF.. and i don;t know what value i should put in. i am starting with 30 s - do you have recommendations for this ?

Sorry for the long post,
Vlad C.

RE: Reporting on Dialled numbers

If you want proper statistics on outgoing calls you should use the IPOCC UI.

"Trying is the first step to failure..." - Homer

RE: Reporting on Dialled numbers

IPOCC Call detail report will provide all the information related to each call and call legs also.

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