finalCalledPartyNumber CTI Route Point CDR

Version 1
    This document was generated from CDN thread

    Created by: Shivinder Singh on 01-11-2012 04:19:51 PM
    How do I find out
    the final agent that received the call when someone called a CTI Route
    Point, using CDR data.

    Subject: RE: finalCalledPartyNumber CTI Route Point CDR
    Replied by: Jonathan Adams on 02-11-2012 12:01:55 PM
    Use HRC....

    Subject: RE: finalCalledPartyNumber CTI Route Point CDR
    Replied by: Shivinder Singh on 06-11-2012 08:19:40 AM
    Jonathan Adams:
    Use HRC....

    I apologize I really don't know a whole lot about Callmanager / CCX. I'm basically a C# developer. So far I have managed to get CDR data using CDR flat files and backend Informix db using data dictionary documentation.
    Do you mean Historical Reporting Client? Is that the only way? How does HRC know the agent who answered the call?

    Subject: RE: finalCalledPartyNumber CTI Route Point CDR
    Replied by: Shivinder Singh on 08-11-2012 11:06:55 AM
    For anyone who comes across this post: CCX has its own informix backend database, separate from callamager CDR system, which keeps track of its own "agent CDR" if you will.
    HRC provides a GUI based interface plus a scheduler which connected to CCX database, and which can, among other formats, output CSV. This CSV can be parsed or whatever if you want to use your own way of searching agent call details.
    But in a nutshell - from what I can tell, you wont get agent CCX extension in callmanager CDR.
    EDIT: agent extension is available in callmanager CDR. the originalCalledPartyNumber or finalCalledPartyNumber will not reflect the CTI route point number. Do get agent cdr, search by globalCallId_CallId of the original call that came to CTI route point.
     

    Subject: RE: finalCalledPartyNumber CTI Route Point CDR
    Replied by: Erkut Erhan Ergen on 08-11-2012 10:37:16 AM
    Yes HRC can provide what you need.  For the user guide of HRC, check http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.  In 9.0, CUIC is also an option, in my opinion a better option than HRC so you may check its documentation there as well.  

     
    HRC is a tool provided by CCX and it shows historical activity for all calls handled by agents.