OTM track numbers of calls to an ext.

[alex0628]

I need to track all calls that go to a certain extension that is assigned to the operator, but the only calls listing on the Detail Extension Report are the ones that come from our main number (630-xxx-xxxx). It isn't a DID. Callers must press 0 do reach the operator's exention, which is an internal (phantom) extension number, not a DID either.

But, if calls come over our 800 numbers, and the caller presses 0, these calls do not show up on any reports. We use T1's, so I checked the trunk detail report, and that still only shows the calls on our main number, but not the 800 calls. (Our main number plus all 800 number calls first go to a recording.) Is there a report that I'm missing that shows all calls to an extension, no matter how it was routed there?

 

[johnpoole]

if you have internal call detail recording turned on for that ext, you should be able to see it, some calls because of the phantom or another type of reroute will appear as a internal call... another good report is to turn on reports on the acd that does any ncfw switching, for expample, my "0" is a acd group with ncfw to the atdn 1000, i can set a schedule for reports on that acd group and know how many people did a dial 0, along with reports on other numbers (menus) that i have overflowing to the Att.. by keeping these number seperate, i can get a clear picture of not only how busy the console is but why

john poole
bellsouth business
columbia,sc