IPO CC Reports

[dnovella]

Hi everyone,

I have the next problem:
A client reported that his reports of IPOCC are not quite right (to be more specific, the outgoing calls reports), he says that there are a excesive count of outgoing internal calls, so i traced one agent with system status and then generated the report for that period of time and this is what i see

and this is the trace from system status:

23/02/18 10:36:45-023ms Line = 1, Channel = 6, Q.931 Message = ReleaseComplete, Call Ref = 258529, Direction = To Switch, Cause Code = 16
23/02/18 10:36:45-024ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:36:47-025ms Extension = 5015, State = Idle
23/02/18 10:36:56-140ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:36:58-141ms Extension = 5015, State = Idle
23/02/18 10:36:58-158ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:37:00-158ms Extension = 5015, State = Idle
23/02/18 10:37:01-175ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:37:03-176ms Extension = 5015, State = Idle
23/02/18 10:37:04-186ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:37:06-186ms Extension = 5015, State = Idle
23/02/18 10:37:06-212ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:37:08-212ms Extension = 5015, State = Idle
23/02/18 10:37:08-226ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:37:10-227ms Extension = 5015, State = Idle
23/02/18 10:37:10-236ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:37:12-237ms Extension = 5015, State = Idle
23/02/18 10:37:58-275ms Line = 1, Channel = 2, Q.931 Message = UserInformation, Call Ref = 258613, Direction = From Switch
23/02/18 10:39:59-994ms Line = 1, Channel = 2, Q.931 Message = ReleaseComplete, Call Ref = 258613, Direction = To Switch, Cause Code = 16
23/02/18 10:39:59-999ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:40:02-001ms Extension = 5015, State = Idle
23/02/18 10:40:15-353ms Line = 1, Channel = 20, Q.931 Message = UserInformation, Call Ref = 258659, Direction = From Switch
23/02/18 10:41:13-084ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:41:15-086ms Extension = 5015, State = Idle
23/02/18 10:41:29-293ms Line = 1, Channel = 8, Q.931 Message = UserInformation, Call Ref = 258710, Direction = From Switch
23/02/18 10:42:10-543ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:42:12-543ms Extension = 5015, State = Idle
23/02/18 10:43:34-342ms Line = 1, Channel = 8, Q.931 Message = ReleaseComplete, Call Ref = 258710, Direction = To Switch, Cause Code = 16
23/02/18 10:43:34-344ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:43:36-345ms Extension = 5015, State = Idle
23/02/18 10:43:51-770ms Extension = 3001, Switchhook, Status = On
23/02/18 10:43:52-648ms Line = 1, Channel = 7, Q.931 Message = UserInformation, Call Ref = 258731, Direction = From Switch
23/02/18 10:45:10-843ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:45:12-845ms Extension = 5015, State = Idle
23/02/18 10:45:28-911ms Line = 1, Channel = 6, Q.931 Message = UserInformation, Call Ref = 258742, Direction = From Switch
23/02/18 10:47:41-432ms Line = 1, Channel = 6, Q.931 Message = ReleaseComplete, Call Ref = 258742, Direction = To Switch, Cause Code = 16
23/02/18 10:47:41-436ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:47:43-437ms Extension = 5015, State = Idle
23/02/18 10:47:55-260ms Line = 1, Channel = 14, Q.931 Message = UserInformation, Call Ref = 258772, Direction = From Switch
23/02/18 10:48:14-127ms Line = 1, Channel = 14, Q.931 Message = ReleaseComplete, Call Ref = 258772, Direction = To Switch, Cause Code = 16
23/02/18 10:48:14-131ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:48:16-131ms Extension = 5015, State = Idle
23/02/18 10:48:28-163ms Line = 1, Channel = 7, Q.931 Message = UserInformation, Call Ref = 258783, Direction = From Switch
23/02/18 10:54:21-281ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:54:23-283ms Extension = 5015, State = Idle
23/02/18 10:54:35-879ms Line = 1, Channel = 6, Q.931 Message = UserInformation, Call Ref = 258814, Direction = From Switch
23/02/18 10:55:05-450ms Line = 1, Channel = 6, Q.931 Message = ReleaseComplete, Call Ref = 258814, Direction = To Switch, Cause Code = 16
23/02/18 10:55:05-455ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:55:07-456ms Extension = 5015, State = Idle
23/02/18 10:55:24-969ms Line = 1, Channel = 3, Q.931 Message = UserInformation, Call Ref = 258877, Direction = From Switch
23/02/18 10:56:26-856ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:56:28-858ms Extension = 5015, State = Idle
23/02/18 10:57:11-025ms Line = 1, Channel = 2, Q.931 Message = UserInformation, Call Ref = 258891, Direction = From Switch
23/02/18 10:58:20-744ms Line = 1, Channel = 2, Q.931 Message = ReleaseComplete, Call Ref = 258891, Direction = To Switch, Cause Code = 16
23/02/18 10:58:20-748ms Extension = 5015, State = Busy Wrap Up
23/02/18 10:58:22-749ms Extension = 5015, State = Idle

in those 30 minutes i do not see those supposedly 38 calls

do you have any idea what could be happening?

Thank you!

 

[sheldoom]

In your description of the problem you note outgoing internal calls, but the calls on the trace are PRI, outbound calls. So, if your traces were not setup to include internal calls they wouldn't show up in the traces.

Turn on Call Detail Recording in your Monitor traces, so you have a record of all calls, the time and type of call that was made.