CCM report problem " agent outbound trace "

[motard]

Hi to all.
The CCM version is 5.7
When I try to get the " agent outbound trace " reports, the result in the " status " is " no data ".
looking at the smdr inspector it´s ok.
Any idea????

 

[Supernova99]

do you have Inbound/Outbound/Make Busy Trace reporting enabled in enterprise configuraion?

Share what you know - Learn what you don't

 

[motard]

Hi Supernova99
Yes, it´s enabled.
The problem still continues.

 

[motard]

Any help??

 

[cloudbased]

Resummarize data.

 

[motard]

Hello cloudbased
I resummarize data agent and the problem still the same:
" no data " for agent outbound call trace
and smdr works fine for the agent

 

[cloudbased]

Have you varyfied that you are collecting data via the network monitor and also by checking in the ACD & SMDR files?

 

[kwbMitel]

Try limiting your search to a specific day/hour/agent

I've run into issues where No data is returned as the error when in fact there was too much data. I believe the system balks at reporting more than 10,000 lines.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[motard]

I require one day report for an agent, I can see calls in the SMDR inspector for the agent, but " no data " in the status report for the same agent, there is 50 calls more or less.
I don´t know the way for veryfing with network monitor, it only shows alarms....

 

[surferx0]

Do they follow a practice of making outbound calls from a different line (key assignment) other than their prime line? If so, is ignore secondary line activity checked?

 

[motard]

Hi surferx0
No, they are ACD agents, no calls from a different line.

 

[boycey9]

Has the agent got a license and all relevant bits ticked for realtime collection?

 

[motard]

Hi boycey9
Yes, I think so... all the reports works fine for the agent except " agent outbound call trace ", do I need a special license for this report??? realtime supervision is enabled.

 

[boycey9]

What phone system have you got, there is a bulleten for the below.

After upgrading to 5.7 SP1 from 4.x, Agent Inbound/Outbound Trace reports have no data when using an SX-200 ICP.

 

[boycey9]

Also the report you are running will only show external calls, check your smdr records to ensure they are not marked as internal

 

[motard]

Hi Boycey9
The system is 5.7 ( no SP1 )
" Call completion flag " field is marked " A " for external calls and " I " for internal in SMDR inspector.