CCC Reporting Contradictory Data 1

[ribbitatl]

We are using IP Office 4.1.1201, CCC v5.0.56, 2x 412's and "Advanced Small Community Networking" to work between the two.

The problem I have is (before we setup the ASCM it worked fine) the reporting is now generating contradictory data.

We have all calls coming in our main switch. One of our huntgroups and all associated users are on the other switch. When the customer calls in they will be routed to x213 which is where the reporting kicks in. x213 is the extension for SupportCenter. There are no submenu items off x213 - it's either answered or lost.

If I run an Incoming_DID_Summary report on 213 I see one set of numbers. Including some identified as "lost" calls - which I can verify my techs received, answered and worked with our customer. (my problem)

If I run a Incoming_Calls_by_Target_Group report on SupportCenter I see different numbers.

Any ideas? As unless I am mistaken both in this scenario should show the same data. I also cannot duplicate on demand.

 

[VoiceonData]

Hunt groups in a Small Community Network can include members located on other systems within the network. This feature requires entry of an Advanced Small Community Networking license in each system in the network.

Note: Distributed Hunt Groups are not supported for use with CBC and CCC.


Just grabbed from the knowledge base

voiceondata

http://www.voiceondata.co.uk

 

[ribbitatl]

I have the hunt group and the appropriate users on the second switch as the extensions are digital and the VoIP connection afaik will not allow monitoring on the line.

Any ideas why I would have calls showing as dropped on one of the reports that were actually picked up?

 

[specialistacs]

you need a license of advanced small community networking

 

[ribbitatl]

I already have the license setup on both switches.

 

[intrigrant]

Is the huntgroup you report on located on the remote switch?
If yes then "Distributed Hunt Groups are not supported for use with CBC and CCC.PERIOD" if no then some groupmembers are not configured as CCC Agents or calls are answered by users not part of the ACD group, maybe callpickup or something like that.

 

[ribbitatl]

SW1 - call flows in, goes through menu items etc - routes to SW2

SW2 - has all the users in the specified hunt group on it.

I have checked and all of the members are shoing as Agents in the delta server, the only people who have access to pull the calls are also showing up as agents

 

[CLWINGET]

A few of my customers have multi-site with Distributed Hunt Groups - members in one group - from multiple systems - need to be able to report - cannot - so they have installed Chronicall (for free).

http://www.ximasoftware.com

 

[ribbitatl]

Thanks CLWINGET I will check this out on Monday.