Phone number and extenstion logging

[marxus]

I've been given the task of trying to put together a call log of incoming external phone numbers for customer service follow up.
For example I would like to go back and put in a time interval and see the phone numbers of all incoming calls to a particular skillset.
I am not sure if there is a default report in Symposium or if I would have to make something in Crystal Reports to access the server.
I apologize if this question has already been asked.
Thanks in advance.

 

[nortelinsd]

Make sure that Call by Call reporting is enabled on the Application that is taking the calls.

When all else fails.......quit!

 

[Supernn]

you must include the "Master_Script" for this as well, as that's where the CLID is logged.

 

[DancingDave]

Does your switch have CDR output? Knowing the dialed number to skillset relationship should allow you to tie up CLIDs to destination skillsets (CDR won't have skillset info).

If this is a regular requirement, it might be worthwhile getting a tool to query this, such as Avotus. It will be a lot more readily available than via CBC reports (not to mention the overhead of running them, the space they take up etc. etc.

DD