CDR - Data output not catching some vdn calls

[tiranad]

I am capturing CDR data, which has been working fine. I have just about finished completely writing an application to perform billing for accounts. The system determines what account the agent was woking on, by the incoming dialed number (i.e. the vdn#) of the call, then traces down the records following the crt id of that call until finished.

My problem is that for some reason, I haev a call come in to the vdn, and it is routed to an agent, the CDR record, instead of showing that the call came into the VDN# and was transfered out to the next available agent, Now shows some calls (not all) coming in directly to the agent (not recording the inital 10+/- sec in the vdn or queue). This occurs for some calls.

Is it possible that the agent/station is configured to direct answer? I cannot figure out why some records come in with the dialed number as the vdn, and others for the same vdn, show direct to agent.

Any ideas?

 

[schned99]

Make sure that you have measurements turned on for the
VDN(s) in question.

VECTOR DIRECTORY NUMBER

Extension: 1505
Name: New Customer
Vector Number: 2
Attendant Vectoring? n
Allow VDN Override? n
COR: 16
TN: 1
Measured: internal (or both)
Acceptable Service Level (sec): 30


1st Skill: 1
2nd Skill:
3rd Skill:

 

[G van Hamburg]

If you change this in the VDN, you won't find it in your CDR reports.

You have to use BCMS or CMS to capture call centre data.

If you want to try something with CDR, do "change system CDR" and on the first page, activate VDN reports.

Plan your work............Work your plan

 

[tiranad]

Thanks Schned99 for your reply, but unfortunately I had allready checked that. It sits measured (both) acceptable service level 30 sec.

Still hunting

 

[scottyjohn]

tiranad,
Its a long shot but if you double check the stations that the agents log into, that the "CDR Privacy" field is set to "n". I dont know what happens to calls that come through a VDN and terminate at a station that has this set to "y". Also look at the reports and compare a station/agent that you know has recieved calls and are reported, to one which has recieved calls and not been reported. John
ski_69@hotmail.com