mitel 3300 - contact center client reporting problem

[hmack65]

Wonder if anyone can help?
I have a mitel 3300 and associated Prairiefyre contact center client software which has been running fine. Since we had an error on our system which required an engineer and a full reboot our contact center client software is now not showing the number of calls handled and abandoned although it is still report properly on the ACD agents and their status with calls.

Is there a setting in either the Mitel 3300 server software or on the Prairiefyre/Contact Center software that I can look at to see why it is not working properly?
Cheers

 

[Waldosworld]

Client or Server required rebuild?
If server was the database re-sync'd to the 3300?

 

[hmack65]

Hi
There was no rebuild done - the 3300 was just just rebooted.
It is still reporting on agents being logged in etc - just not on the acd calls offered handled and abandoned

Can you help any further?

 

[boycey9]

Check on the 3300 under path options that real time stats is turned on

 

[hmack65]

Hi Boycey9
on the 3300 in Path Assignment - it has Path Real time events enabled - YES

Anywhere else I should look?
Thanks

 

[nekminnit]

Maybe check 'Disable real time monitoring and data collection on this device' is UNchecked in Your Site Explorer. Check the same for your agents? Information is obviously getting to CCM if you call pull reports. Maybe try re-creating the wallboards or 'views' in contact center client? Good luck!





Don't confuse DTMF with DTF. They have very different meanings....

 

[hmack65]

Hi
Thanks for this - I went in and had another root around in Yoursite explorer etc - it's now working although I have no idea what I changed to make it start working! Maybe the synchronisation tab?
Thanks for the pointer

 

[LoopyLou]

There is two types of data the 3300 creates that is used for reporting in the CCM. There are real time events which are all about the agents ( logging in/out, makebusy etc ). The other data created is SMDR data which is call tracking data. i.e call came in on this trunk, went to this path and then was answered by this agent ID. Sounds like you had the real time but not the SMDR. Glad you fixed it.

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