ACD SMDR records

[ccitechpatrick]

When an ACD agent makes an outgoing call, the SMDR record shows the agent ID instead of the actual extension number. Is it possible to change this?

[ralph]

No.  That's how it works.

Ralph

[LoopyLou]

If it could you would not be able to determine who made the call, the agent or someone picking up the phone and dailing. If agent which agent as anyone with an ID can login and dial on any phone.

[ccitechpatrick]

OK, that's what I thought. Maybe there is another solution to my problem then. Customer has around 300 IP phones at 9 different sites, sometimes people dial 911 by accident and hang up. The PSAP calls back and, in order to determine who called, IT is using SMDR records to find out. The problem is that the ACD agents dont always log into the same phone, so with an agent ID they still don't really know where that person is. Is there some way, other than an emergency call notification button, that the central IT office can be notified when someone dials an emergency call?

[ralph]

You may be better off stopping the accidental 911 calls.
Read this article.  How to stop accidental 911 calls.

It's pretty easy to stop it.

Ralph

[johnp]

I would add that you may want to make a 911 notification group locally.