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CDR and Parked Calls

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Winky92

MIS
Feb 23, 2010
19
CA
Hi Folks,

Does anybody know the nitty gritty of what sort of data does, and does not, go down the pipe to a CDR system? We're running Avaya CM 6.2 R016, and for CDR we have Tapit Nova 5. I'm not sending internal call traffic to it, but it seems to record everything important... inbound and outbound external calls, transfers to voicemail, transfers to AA, transfers to the paging system, transfers from the reception console to internal extensions. I always figured I could track the whole call path for all inbound traffic, even when it's transferred, etc..

But, today, I've discovered that I lose track of a call when it's placed in Call Park. In the call records, I can see the call come in. I can see the receptionist get the call. I can see the receptionist paging the requested individual ("Joe Shortsleeves, you have a call parked on 2950"), and then I see the call going back to the receptionist for 5 minutes. I do NOT see the extension of the person who picks up the call. I tested it, and the dumb thing logs the entire call against the receptionist, who parked the call. The person who actually picked it up from a different station, and talked for 5 minutes, is a mystery.

So basically, I have no way of telling if the person on a parked call just waits for 5 minutes, then hangs up. Or if they're actually on the phone, talking (or harassing, or blackmailing) someone.

I discovered this while trying to run some reports for the security dept, who wants to find out who the person calling from xxx-xxx-xxxx talked to. All I can tell them is "First they called this person directly, then they called reception and appeared to be Parked on hold for 2 and half minutes. Unless they were talking to someone for 2 and a half minutes. Derp."

Does anybody know if there's a straightforward way to log that bit, without logging all internal data? Cause that would be information overload. It doesn't appear to be Tapit's fault. I watched the raw data scroll as my test call progressed, and it doesn't show that information, so I'm assuming my Avaya just isn't sending that data.

Thanks
 
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