CCR Real-Time Trunk Details??

[Hovus]

Hey All,

I have a customer who recently upgraded from their old CCC/Delta server to CCR 8.1...The transition has been difficult to say the least.

Figured out after the fact that we have to set up One-X Portal for them to retain their Agent Status Control feature that they had, but aside from that they had the ability to look at all the PRI channels and see if an agent is just putting callers on hold or park and just hanging out in a Busy state. For the life of me, I can't find this feature on any guide, forum, or the web client.

Is this even possible anymore? If so, how can i haz?

Thanks in advance

 

[Hovus]

Anyone know?

 

[sagbab]

I'm sure you found out by now, but CCR is not an upgrade to CCC but rather a whole new application, and as most areas of CCC are covered far from all of them are.
I'm not sure if this helps you, but there is an agent stat named Agent State that shows what state the agent is presently in, busy, hold and so on. Maybe that works for them?

From User manual:

7.5 Agent State (System)
· This statistic is only available for agents.
· It shows the agent activity across all queues to which the agent belongs, ie. the whole system.
· The related statistic Agent State (System) Time can be used to show how long each agent has been in their current
state.