General Rules; General Rule For Account Coded Calls; General Rule For Target Reports; Technical Tip - Avaya CCM 3.1 Standard Reports

General Rules

General Rules

General Rule for Account Coded Calls

General Rule for Target Reports

Technical Tip

CCM 3.1
Standard Reports
A call that has not been account coded until after it has been transferred
will report as an un-coded call for the original agent / group but will be
account coded thereafter.
The target is that DN (group or device) to which the switch has chosen to
present the call (currently). The target for the answered calls is the last
target. The target will refer to the group or agent, last targeted by the
switch. Agents are only considered a target, it the call has been routed to
them via a personal DDI or after a transfer directly to them via voice mail,
using their DN
If you are having problems with values not refreshing, then this is a
Business Objects issue. The problem is that the list of values file has at
some stage been corrupted. The solution is to delete the list of values files
so that they can be refreshed. The path of the list of values is:
c:\sdx\reporter\userdocs\universe\32C
Delete any files that have a .lov extension and refresh the list of values
again.
Note: If agent names have been entered with more than 15 characters, the
reports will only show the first name.
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