Getting number of caller into a Split Skill

[oneorangeshoe]

Hi all,

I am wondering if it is possible to get the phone number of the person that called into our split/skill queue. Not the phone number of the queue but the phone number of the person making the call.

I looked in call_rec at dialed_digits but the numbers that return seem odd 1002257 is an example. I am trying to get to 555-555-5555

Thanks in advance

 

[joe2938]

do you have a call accounting system?

ACSS IP Office AIPS IP Office

 

[oneorangeshoe]

I am not sure what you mean. I am using SQL Workbench and writing sql against the call_rec table. But when I try and find the number of the caller to the queue at the agent level, it seems to only show the VDN the call came in on and not their actual phone number. Is there a way to find the phone number of the caller?

 

[joe2938]

yes a call accounting system

ACSS IP Office AIPS IP Office

 

[oneorangeshoe]

we use avaya CMS Supervisor

 

[joe2938]

no cms will not give you the callers number, you need a good call accounting system.

ACSS IP Office AIPS IP Office

 

[SoftwareRT]

In CMS Supervisor, goto Commands, Reports, Other, select Call Records and enter in the date/time criteria.

That report will show you the Calling Party number.

I have code that grabs that report every 5 mins, dumps into SQL and allows the Call Center to search (by agent, number, etc.)