Hi Gurus,
I'm just new here and just want to ask for a help knowing that these forum might help me to answer my boss's query regarding call transfer tracking. He wanted me to check if there's a way we can track the transferred calls made by the agent to another department. We're using CM 3.1.3, AES server version 3.1 and CMS 13. My problem is that I cannot track the calls our call center agents made because whenever they made transfers, their state still in ACD state since whe are using ISDN trunk group with T1s configured as ISDN-PRI. In this configuration, we still using the line that the call was originated and doesn't routed to another line whenever our agents did the transfers. Thanks in advance.
I'm just new here and just want to ask for a help knowing that these forum might help me to answer my boss's query regarding call transfer tracking. He wanted me to check if there's a way we can track the transferred calls made by the agent to another department. We're using CM 3.1.3, AES server version 3.1 and CMS 13. My problem is that I cannot track the calls our call center agents made because whenever they made transfers, their state still in ACD state since whe are using ISDN trunk group with T1s configured as ISDN-PRI. In this configuration, we still using the line that the call was originated and doesn't routed to another line whenever our agents did the transfers. Thanks in advance.