Hello,
We are recording our ACD agents. Upon reviewing some of the recorded calls, we found that many of the recorded calls are being dropped by the recorder, and a new record started even though the call was constant.
It appears that when an agent is on a recorded call, and another call comes into the DID of this agents phone, (even though the 2nd call goes straight to voicemail), the System puts out a CDR record for the second call. This causes the recorder to disconnect the recording of the first call, and then start a new record on this first call.
Is there anything in the CDR setup that can prevent the PBX from putting out a record of the 2nd call, which routed directly to voicemail? I am currently set-up for Custom. Thanks.
Mike
We are recording our ACD agents. Upon reviewing some of the recorded calls, we found that many of the recorded calls are being dropped by the recorder, and a new record started even though the call was constant.
It appears that when an agent is on a recorded call, and another call comes into the DID of this agents phone, (even though the 2nd call goes straight to voicemail), the System puts out a CDR record for the second call. This causes the recorder to disconnect the recording of the first call, and then start a new record on this first call.
Is there anything in the CDR setup that can prevent the PBX from putting out a record of the 2nd call, which routed directly to voicemail? I am currently set-up for Custom. Thanks.
Mike
