CDR reports on VDN's

[wpetilli]

I am using call center functionality in my CM, which operates pretty vanilla.. users call VDN # 1234.. vector 1234 and the vector routes to queues (assigned HG's) with agents assigned to those skills. We have a 3rd party call center monitoring system that provides real-time stats and pretty decent reporting, but does not get granular as CDR reports do. In addition to the Call Center monitoring system we also have a 3rd party CDR system, but it doesn't seem to be capturing calls to the VDN's. We are trying to identify exactly who called our VDN's during specific times of the day (both external numbers and internal extensions).

I have the vdn # in the intra-switch cdr table, but that doesn't seem to be working. Any ideas what other settings I may need to enable?

 

[Saiyan656]

All VDN's are not recording or just a handful? Change VDN and select "external" for Measured.

 

[wpetilli]

I'm not getting cdr data for any VDN.. the call center monitoring system reports on them ok as far as total calls etc.. but to run a standard cdr report to see exactly who called vdn#xxx shows nothing.

 

[joe2938]

Is this something they need to import into the call accounting system? such as the vdn numbers

 

[wpetilli]

Nah.. The cdr system, once it has IP connectivity it just pulls whatever the PBX has. it has to be a setting in cm somewhere.

 

[cgogan13]

it's likely that the calls are "pegging" to the agent who answered them, not to the VDN. This is as designed, based on how your CDR config is in CM. You have the option to record the VDN instead of the member but then you won't get the stats for the agents in CDR. You could try setting inc Trk Call Splitting to y & see if that gives you what you want.

 

[wpetilli]

Thanks, will give that a go.