Wired Intelligent Edge

Hello!

I'm looking for a way to do call reports for our customer service group.  There are 3 people in that group and I just want to be able to see the calls inbound and outbound to their extensions.  Is there a piece of software that allows that?  I current have the CDR application, but it does all of the extensions.  It seems pretty limited in its capability...

Thanks!

Hi,

If the people are members of the same Hunt Group or ACD Group, then the Hunt Group and ACD Group related reports in the CDR application may work. They should show you only the calls pertaining to that group.

Alternatively, custom reports may be created using the Crystal Reports software.

Finally, any software can be used to interpret the VCX CDR data. The software just needs to be able to retrieve the files using SFTP and understand the XML file format. The XML tags in the data are documented in the VCX Maintenance Guide in the Understanding CDR Fields section.