CUIC - CUIS - Guidance on bringing in CUCM CDR Data

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Created by: MARK KNEPPER on 17-09-2010 12:58:29 AM
Interested in pulling in data and combining it with UCCE data. Any info that people have on how to do this would be great. An example -- caller is in a queue, is queued to an agent and then is parked. Managers want to know how long that call sat in queue, handle time by agent, and time they spent parked -- on the same report.
 
Possible?
 
Thanks,
Mark

Subject: RE: CUIC - CUIS - Guidance on bringing in CUCM CDR Data
Replied by: Hemal Mehta on 17-09-2010 12:42:25 PM
You should be able to pull this from webview reports. Look at call type reports and look at ASA and AHT for these fields.

Subject: RE: CUIC - CUIS - Guidance on bringing in CUCM CDR Data
Replied by: Hemal Mehta on 17-09-2010 12:43:35 PM
You should be able to pull this from webview reports. Look at call type reports and look for fields ASA and AHT.

Subject: RE: CUIC - CUIS - Guidance on bringing in CUCM CDR Data
Replied by: MARK KNEPPER on 17-09-2010 02:05:13 PM
You should be able to pull this from webview reports. Look at call type reports and look for fields ASA and AHT.


This only shows calls that are still "in" UCCE. This would be a transfer out at which point AHT wouldn't reflect further call progress.

Subject: RE: CUIC - CUIS - Guidance on bringing in CUCM CDR Data
Replied by: Chris Harris on 07-04-2011 01:09:15 AM
Aceyus, eLoyalty and others have UCM CDR connectors that will load the CDR data in a SQL database

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