CDR Data within a Call Center with an IVR system

[pspenn]

Good Day,
Can anyone give me some pointers on the best configuration for our CDR to enable me to see a customers call from cradle to grave? When a call comes in, it either goes to a specific VDN or through the IVR based on ANI recognition. Once the call hits either of those two places, we see no further activity as far as the CDR data goes. I would like to capture transfers from the IVR and VDN down to the Agent extension.

In a previous post, I saw where someones sys param CDR screen had Call Center Specific information on it. We do not for some reason. We are on Rel. 10r.01.0.032.3 with advocate.

Any help would be greatly appreciated.
Thanks,
Perry

 

[archer1300]

Avaya has a product that will what your looking for. It used to be called CentreVu Explorer and would capture cradle to Grave info. It was part of CMS but I think Knice systems offers product now as "Knice Analizer"

Expensive option $$$$$

 

[multibus2]

To be honest you're not going to get much more out of CDR as ACD call flow not recorded via CDR.
In reality you need a CMS and its external call history RTU then you can export the cradle to grave information to another server, like NICE Analyzer. CentreVu Explorer was NA's predecessor and is no longer available. It is also possible to buy an interface application from Avaya which converts the raw call history data from the CMS to a more friendly ASCII format for direct insertion into a database of your own choice.
CMS does have a very limited internal capacity for cradle to grave data however if you take more than 400 calls in a 20 minute period that data for the period will be ignored and it can only store a maximum of 5000 call records. The external call history option does not have this limitation.

Even if you do already have a CMS this route will cost $$$$$