I have a 3300 with the latest software equipped with ACD. Our Reservations group uses account codes to track the incomming calls. Now it seems that everytime they enter and account code it creates aother smdr record of the same call. The problem is Call Center Management sees these as individual calls and includes them in the ACD calls handeled field in reports. The users concern is that it looks like they are not coding all their calls as the Account Code and the ACD calls handeled do not agree. Every time they code a call then there is two records in the smdr, one coded and one not coded both for just one call. I was wondering if anyone might have had some experience with this problem.
