Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations strongm on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
Trace a transfered call logs in Tbl_Aspect_Call_Dtl
- Thread starter zipdia
- Start date
Hi,
if it is transfered back to the network via 0800-number and then again routed to your aspect, these are 2 different incoming calls which have nothing in common like a call-id(from point of view of the ACD).
The first incoming call will have the field CFLAG1 = E
(means terminated by transfer). You should find the outbound-call to the 0800 number.
The only thing I can imagine is that the time when the calls are disconnected should be within the same second.
If the 2nd. agent who received the transfered call used wrapup, you'll have to substract the wrapup_time from term_time.
if it is transfered back to the network via 0800-number and then again routed to your aspect, these are 2 different incoming calls which have nothing in common like a call-id(from point of view of the ACD).
The first incoming call will have the field CFLAG1 = E
(means terminated by transfer). You should find the outbound-call to the 0800 number.
The only thing I can imagine is that the time when the calls are disconnected should be within the same second.
If the 2nd. agent who received the transfered call used wrapup, you'll have to substract the wrapup_time from term_time.
- Status
Similar threads
- Locked
- Question
- Locked
- Question