CDR Data Vs CMS

[TykeUK]

Hi,

It has been noticed that the outbound call numbers differ between CDR data and CMS. CDR appears not to collect information on calls that have not been answered where as CMS does. Can CDR data show this information?
Also we allow callers to dial an agents extension number when they call us - if someone dial ext 5000 but ext 5100 uses the call pickup feature to answer the call the call information shows against ext 5000. Can this be changed to show call information for the extension that actually answered the call rather that the number the customer dialled?

Hope this makes sense?

Lee

 

[nohuhu]

TykeUK,

1. ch sys cdr, turn off "suppress ineffective call attempts" field. this will give you records about all calls made, answered or not.
2. there's no standard way to do this but i found a green feature sa7311 "record actual answering party on call detail recording". description says about covered calls but does not mention picked up calls. try to contact avaya and ask 'em if it does what you need.

 

[TykeUK]

thanks dwalin - I have "suppress ineffective call attempts" set to "n". I thought this showed calls that were made but agents calling permissions denied calls or trunks were busy. It doesn't seem to show calls that were made but no one answered?
Cheers

 

[martinkent]

Hi Dwalin,
I also have this problem, however can you explain what the green feature sa7311 is, as this may solve our issue too. Our suppress ineffective call attempts is already turned off and we are unable to see calls that were unanswered.

Any further indformation would be useful.

Thanks