Call record report

[GarethRoynon]

Can anyone advise why the standard Historical/ Other/ Call Record report on CMS would not work? All the other standard reports work so data collection is obviously on.

I input the start date and time and the stop date and time but nothing comes up at all. it doesnt even retriev any info for whatever date i input.

Reason being is this. I want to see whta numbers an agent dialled. The calls show up on the Agent Summary Interval as outbounds but they dont show up on our recording system (nicelog) There wasnt agent trace on this agent at the time but ive put it on now for future ref. Is there any way i can see what numbers he dialled without their being agent trace on?

Thanks in advance,
Natalie

 

[qz01gs]

Maybe you have exceeded the number of call records. First check how many call records you can use by looking at the data storage allocation screen. Check the CMS error log to see if your getting an error message about the number of call records being used.

 

[GarethRoynon]

Thank you. This explains alot cause the data storage allocation for call records is set at 0!!!Will changing this have any impact to CMS? Is it something I can do within working hours?

Thanks for your advice.

Nat

 

[qz01gs]

Yes it is service effecting so do it out of hours. As you need to put the CMS in single user mode.

 

[Dario265]

I took a look at this thread and I was wondering if you can explain me a little bit more about the call record.
What I want to know is where I can find at what time is the call record runnning in my system.
In the data storage I have 2500 records but I can't find at what time is running.
Thanks,

 

[multibus2]

Call records are not time/date based rather they are stored by number of collected records on a FIFO basis.
Therefore it is easy to run through more than 2500 records in a 24 hour period.
It should also be noted that should the CMS process more than 400 call records in a 20 minute period any non-complete call records for remainder of the period will be ignored.


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