outbound calls not being recorded in cdr

[blackjackshellac]

Hi there: Can anyone explain to me how I can get a call that has been routed to a long distance number through Symposium to show up in my CDR records. All I see is the start record of the call and then the end record. No reference to the long distance number at all. I am totally new to Symposium. We are runing a Nortel 61c with Symposium. Just a pointer as to where I should start looking would be helpful or even a home grown solution. The Symposium has been set up long before I got involved.

Thanks in advance

 

[lretrievers]

This most likely would show up as a trunk-to-trunk call in your CDR records. What reporting package are you using to report your calls? If you are using OTM, you could do a Exception Chronological report and build a filter with the digits dialed being the outbound DN, and it should get you there. Would take some playing around, but that should work.

 

[blackjackshellac]

To Iretrievers: We do have OTM but not for that. We are using Avotus in which I have run their Exception Chronological report and thanks to your suggestion I am seeing more long distance calls but still not nearly enough. The ones I am seeing are either manually routed or ones via our switchboard both during and after hours. These show up as originating from 0 which is correct. what I am missing are the daily thousand calls that are routed via an acd queue which is set up to NCFW to the long distance number.

 

[johnpoole]

make sure that that trunk group has cdr yes.. if it;s a unique route for this app, that prompt could cause that..

john poole
bellsouth business
columbia,sc

 

[lretrievers]

How are people getting to this ACD Queue to transfer to this number, are they dialing an option through their auto-attendant? or are agents transferring these calls to this ACD Q?

 

[mikeyb123]

Are you looking purely to count the number of calls?.

We use a cdn and a script for xfering call centre calls out to other companies/services (as long as we know the number)

you can then report this from symposium

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[blackjackshellac]

Iretrievers: The people are getting to this queue by pressing option #2 on the main menu.If after 30 seconds no one in our building has picked them up they get routed out to the long distance #. Must be scripted. Funny thing though is that we also have a choice on the main menu for "all other inquiries" and those get routed to our switchboard 0 and if the switchboard operator manually transfers them to the long distance call center by dialling the full number we see those calls. As per John Poole's suggestion, yes CDR is turned on.
mikeyb123 can you explain a little more on the procedure used.
Many Thanks people:

 

[mikeyb123]

Create a primary script and some cdns

here's a example

GIVE RINGBACK
WAIT 2

ASSIGN 1 TO cv_priority

WHERE CDN EQUALS
VALUE 13040 : ROUTE CALL 3040
VALUE 13041 : ROUTE CALL 908456770003
VALUE 13042 : ROUTE CALL 908456080099
VALUE 13051 : ROUTE CALL 3051
VALUE 13052 : ROUTE CALL 3052
VALUE 13053 : ROUTE CALL 3053
VALUE 13054 : ROUTE CALL 3054

etc

This gives us the ability to control the transfers and know what's going on

In the Master Script:

IF CDN = 13040 ..13073 THEN EXECUTE SCRIPT Centre_Transfers
END IF


It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[blackjackshellac]

To all who responded here: The solution to our problem lay in a Deplist patch which is Q01087931 or p19950_1. This apparently a Nortel known issue. I would like to know the answer to "why did it take so long for someone to go there in the first place.?" This "site" is for Nortel people only.

I thank all of you for your efforts and I did learn a few things from your responses.