How to enable calls dialed Manually to be recorded in CDR Call Databas

[jheendi]

I am in need of help or tips to find out why calls when dialed manually from ACD acquired phone is not getting recoreded in CDR call database. We have CCMS 6.0 and OTM alongwith CDR to capture call history.

Can you please help sort this out.

I checked everything even changing cls of service from ICDD to ICDA but no vain.

Pls help.

Jheendi

 

[PERRYPJ]

You should get the CDR info from the ACD agents, just like everyone else except you will not get the Extension number you will get there Agent ID

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[jheendi]

That is what I thought but no it did not capture anything in Call Database.. I dialed manually and search the phone number but no vain.. is there anything I need to check in ACDQ setup in PBX..?

 

[Johnthephoneguy]

Were you testing using an extension or dialing out? If you were trying with just an extension you have to turn that on seperately in CLS.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[jheendi]

I was wondering it could be OTM which is not collecting Set to Set calls records.
I tried testing by logging into ACD phone and dial long distance calls manually from Phone and it did not record it in the call database.
My question is it OTM I need to configure to capture manually dialed calls from phone or is it ACDQ properties.. please help.

Jheendi