How to determine outbound call was transfered?

[DaBuggs]

Hi - ACD rel 9, using DataMart to report against.

Need to count the number of call an agent group makes that are transfered out to an 800# (888,877, 866, 800).

While I can get direction code 3 for outbound, how do I know this outbound call is the result of a transfer?

Which combination of Call Type, Trans Type, Disp, Cflags should I be looking for?

Any help rendered will be deeply appreciated.



DaBuggs

 

[chris13]

Hi,
that's a very good question
When you look at at the disposition for outbound calls (type 3), you get the info if an outbound trunk was successfully used to dial. That doesn't tell you if the agent listened to ringback or busy tones, or if his call was really connected to a device at the destination :-(
The other possible values of disposition concerning outbound-calls are only valid when a predictive dialer and answer-detect-cards are used.

Concerning the transfers, I use to report on the incoming calls which are terminated by transfer (cflag1 = "E") and the calls with a cflag having a value containing "transfer" in its description.

The only way to get to know the success of outbound calls is to look at the talk_time...

bye,
Chris