Reporting on Area Code

[pctech4u]

Is there a way to report the phone number with the area code that went to a particular skill? The only place I have ever seen the area code and number is within a trace report. We have divided our call center into West and East skills. We want to check to see if the calls are hitting the correct skill.
Thanks

 

[doiknowyou]

3 options come to my mind...

1. Tracing, which you are referring to.

2. ECH (External Call History)... on your CMS. We have explorer2, now it is a package sold by NICE.

3. CAS (Call Accounting System)... on your switch. Most people configure and create their own.

 

[telcomnewbie]

See if your long distance provider can give you some type of web-based call detail. We use AT&T for our tollfree services and have Interactive Advantage which allows me to run all kinds of reports based on city, state, phone#, DNIS, time of call, etc. Of course there's a charge, but we do a lot of ANI routing and it's very useful.

Hope this helps!
Karen
ccdesigner