SCCS 5.0 Call by Call data

[bryanata]

I have a client that requires call by call data in a report.
I am using sql server to gather the data out of SCCS. Here is my problem.

1. Caller dials a 800 number which is tied to client 001 in my database.

2. Symposium tags the call with a call id of "001" and presents the call to the "general sales" skillset which is answered by a "general sales" agent. It turns out I need to talk to a "special sales" agent. I am transfered by the "general sales" agent to the "Special sales" CDN/skillset.

3. Symposium tags my call with a call id of "002". My call is answered by a "special sales" agent. Now I need to be transfered to "Gold sales".

4. After this transfer Symposium tags the call with a call id of "003".

5. I need all the call data to be tied to call id "001" for tracking purposes.

Does anybody have any ideas that may help me achieve one call id for the duration of the call regardless of how many times a call is transfered within the SCCS?

Thanks in advance for your help

 

[KillianK]

Try and create a script with all transfer numbers (CDNS) in it, tag the transfer with an application/script i.e, 4444 = "Sales" script. You can tag the call with text also using variables. Takes a bit of palying around!! I did it for Micrsoft last year...........

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie