Extenion detail report 2

[jheendi]

Can anyone help me if its possible to pull a report like Exceptional Chronological Report where I can capture calls made to an internal dn or position id.

We have OTM and CS1000S NOrtel Switch, our Mentor on duty staff gets call from ACDQ based on their skillsets by symposium scripting.

Could it be possible to see who called or transfered call to MoD's. In other words could it be possible to pull a report from Symposium or OTM's TBS or Call Pilot to see who called one Mentor on Duty and hung up three or four times..?

Please help.

Jheendi

 

[GHTROUT]

Unless you collect internal CDR records, the call information is lost.

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[jheendi]

Thank you so much Chief, and congratulations as well for your recogonition..

Is there any way I can check if its enabled..? I recall previous techies used to run it but they said it take lots of resources.. do you know if its possible to pull in OTM's Telephone billing system, that is what we have..

 

[GHTROUT]

If the phone TN has CLS ICDA then CDR is collected for internal calls.



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[jheendi]

Thank you I checked it and its ICDA in cls, can you pleae help me how can I pull report from OTM to see who called three times and hung up today?
Is it OTM or Call Pilot..?

Do you have step by step how to please..?

Thanks

 

[GHTROUT]

The first thing you need to do is try to administer the systems you are responsible for. We cannot guide you through the simple steps, like moving the mouse and selecting menu choices. Make every attempt to help yourself and you will get much better support here.

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[jheendi]

I am so sorry, did not mean to upset you Chief,
Oh well, I was asking if there is any manual available on OTM TBS, I could not find here.. sorry once again..

Thank you.

 

[GHTROUT]

I would look for manuals here:

http://www.Nortel.com/documentation

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[dj4020]

If this call is being sent to agent by Symposium as you say in your first statement you should be able to bring up a call by caal report and will show you every call handled by SCCS. Helps if you know the exact time call came in but knowing agent POS ID you can do a search. Good Luck.

 

[jheendi]

Thank you so much.
Have a great weekend.