Voice call log

[Skaret]

Hi!

Running sites with NES CC 7.0 (AML) and AACC 6.2 (AML) using IP 1140E sets. All agents using Agent Desktop (CCAD/AAAD).

Is it possible to have a call log for voice contacts that has been answered on a skillset?

Example: An agent answer a skillset call. When the call is disconnected the agent need to call the customer again for some reason. Is it possible on CCAD/AAAD or 1140E to see the last answered call with the customer CLID?

Thanks!

 

[roadrunr92]

If you are using the Agent Desktop -- on the agent's PC - there is a hidden file which Avaya uses for troubleshooting - "agentdesktop.log"; it's meant for troubleshooting though and not to open up and pull data.
the AACC would have call data in a CBC report. Most of the time, it's not something the agent will do - make a call back. I'm sure if you have developers and CCT -- there could be an app to screen pop the CLID