Author Topic: ACD SMDR records  (Read 2800 times)

Offline ccitechpatrick

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ACD SMDR records
« on: November 15, 2013, 04:54:28 PM »
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?


Offline ralph

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Re: ACD SMDR records
« Reply #1 on: November 16, 2013, 09:44:17 AM »
No.  That's how it works.

Ralph

Offline LoopyLou

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Re: ACD SMDR records
« Reply #2 on: November 17, 2013, 04:35:14 PM »
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.

Offline ccitechpatrick

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Re: ACD SMDR records
« Reply #3 on: November 18, 2013, 10:38:11 AM »
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?

Offline ralph

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Re: ACD SMDR records
« Reply #4 on: November 18, 2013, 11:10:00 AM »
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

Offline johnp

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Re: ACD SMDR records
« Reply #5 on: November 18, 2013, 06:14:07 PM »
I would add that you may want to make a 911 notification group locally.


 

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