What makes a contact processed

[Maker1]

I have CCM 6.0, CCT 6.0 and CCMM 6.0. I am trying to create some reporting and need to know what make a call processed.

 

[dj4020]

The call goes to the switch and then is routed to CCM which is then run through the Master Script for call processing. You've mention 3 Applications here the interaction between the 3 would not even be able to scratch the surface of all the scenarios of how a call would go through. You would also need to realize with the Multimedia side you would start from a web app that could turn into an actual voice call. Or could just be a web interaction with no voice involved at all. To braod of a question to be answered here I think.

 

[Utreg]

For emailreporting you can use:
ContactsByContacts.ContactStatus = "Closed"
to determine if a contact is processed.
For voicereporting you can use the .CallsAnswered databasefield for a processed call.