Track the whole call treatment

[joseman5]

Hello, we are accessing to a call-by-call views (dbo_eCallByCallStatXXXXxxxx) via ODBC. I have a quetion regarding the users who answer the cals: when Symposium uses the event "Handed Over to Master Application":
For instance (Call ID:3514)
- Give Ringback 3514
- Handed Over to Master Application 3514 NORM L_APP: Master_Script CDN: 6345
- Local Call Arrived 3514 DNIS: CDN: 6345 CLID: 1506 RTE: 6 TRK: 3

, we know the CDN but we don`t know anything about the skillset and, the most important for us, who is the final user answering the call (and the treatment given to that call)

I don't know if we have to configure the server to track the whole call treatment or mofdify the scripts,....
Pls, could you tell me something about thsi isue?.

Thanks

 

[ScottTech]

Check your Call by Call settings: In the desktop client go to Reports & Displays -> Statistics Configuration -> Historical Statistics. Then go to the Call by Call tab and change the setting from None to either "Local" or "Local and Network" - which ever is appropriate. I do this for all of my applications so I can follow the flow for the entire call.

 

[joseman5]

ScottTech, thanks for the answer.
If I change these settings, is the performence going to be affected?

 

[bluemilkyway1982]

Yes, you must set Local and Network because Call by call report will collect all data of each call in details .So default setting is always set to None avoid making the database so large.

 

[bluemilkyway1982]

Yes, you must set Local and Network because Call by call report will collect all data of each call in details .So default setting is always set to None avoid making the database so large.

Blue