Hi ya, Bit hard to respond to this one as although you've put lots in it's still pretty difficult to understand the exact issue.
A few things to note though. Within Query if you do a channel search rather than an agent search this directly queries the logger itself. You will notice these calls do not include any call indexing information such as Agent Id, phone number, DNIS, and any other details received with the CLS Switch Integration. This will display all call segments for the given time range for the given channels.
Some things to check with your agent search: Are the calls being found all one direction? If so are you using a Nortel Switch? If so have you mapped your Pos Id's to Extension Id's within the Server Controll Switch Driver Setup? If you find the only calls being displayed are Outbound calls on the Nortel then this is a good indication of this.
A couple of other settings to check:
- In the Geneneral Tab check that you have all call directions checked
- In the Details tab ensure Locked has a greyed out check, Retrieved is unchecked, Call Type both Transfer and Conference are checked, Recorded Media all have greyed out checks
- You have no expressions defined in the expressions tab.
A few things to get your started, let us know how you get on, and I've done one or two courses and generally they are worth while although a little costly.
