Bellpatrick
Technical User
When an ACD agent makes an outgoing call, the SMDR record shows the agent ID instead of the actual extension number. Is it possible to change this?
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ACD SMDR records 3300 MCD
- Thread starter Bellpatrick
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Do not believe so. Not sure why you would want to. If when an agent made the call, all your saw was the set extension, how would you know for sure who made the call? Any agent with a ID could log into the set and you would not be tracking the ID who made the call.
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Bellpatrick
Technical User
OK, that's what I thought. Maybe there is another solution to my problem then. Customer has around 300 IP phones at 9 different sites, sometimes people dial 911 by accident and hang up. The PSAP calls back and, in order to determine who called, IT is using SMDR records to find out. The problem is that the ACD agents dont always log into the same phone, so with an agent ID they still don't really know where that person is. Is there some way, other than an emergency call notification button, that the central IT office can be notified when someone dials an emergency call?
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