CMS Question

[seedale]

Please explain to me like I'm a dummy (mainly because I know just enought to be dangerous).
Is it possible to create a report of incoming and outgoing phone numbers with CMS Lite (if you will) if you don't have any type of call accounting or Call detail reporting software on your switch. I really need a definitive answer on this one.

 

[multibus2]

Yes is the simple answer however this is provided you do not take more than 400 hundred call in a 20 minute period, you will be able to set (internal) call records in maintenance - data storage allocation. Please note it can only store a total of 5000 records.
Call records are the cradle to grave records of all ACD measured calls and this would include the phone numbers.
If you take more than 400 calls in a 20 minute period you can use external Call History which is kinda expensive as it is an additional cost option and the details are not stored in the CMS database either.

"Been there, done that and got the teeshirt

 

[yiuyiu]

you may try to active a trace to your agent (if you are talking about the agents in/out call), it will storge all actions which your agents did and you can do the such report by ODBC connection.