We are using CM5 with MM and CMS.
If an agent makes a call to voicemail it shows as an external call in the report.
Im assuming that this is because MM sits at the end of trunks.
Is there any way to eliminate this from the report so the report only shows true external calls over a specific trunk group (ie the PRI)?
I am getting different answers from all over the place and just wanted to see if anybody here would have some input worthwhile?
Many thanks.
If an agent makes a call to voicemail it shows as an external call in the report.
Im assuming that this is because MM sits at the end of trunks.
Is there any way to eliminate this from the report so the report only shows true external calls over a specific trunk group (ie the PRI)?
I am getting different answers from all over the place and just wanted to see if anybody here would have some input worthwhile?
Many thanks.