We have a call center with CTI and the agents are instructed to use CTI for all of their transfers or extension out calls. So far I have not been able to capture the agent extension transfer to the VDN extension of our Tech Support which is a Intra-switch extension. I have the VDN extension assigned in the Intra-switch cdr, and have incoming trunk call switching turned off now(had been on). I have Intra-switch with y on the sys parm cdr screen, but still have not been able to capture with our CDR pkg. Microcall. I talked to Microcall and they didn't think the Avaya switch could provide this, but if you can get the number of extension calls and the number of External extension calls on the Agent Inbound/Outbound report from CMS, the switch is sending the information.
Any help is appreciated.
Any help is appreciated.
