Query with Agent reporting

[Simons]

Hi Everyone

I'm learning the CCM so can't get my head round this problem and hoping some one can shed some light on this issue.

We have a call centre user whom is logged in and occasionally transfers a call to a specific number. However this number is not showing up on the lifecycle report, it merely shows a trunk number. Can anyone explain why this is? The issue is at 7:40pm and should show an 08000 number.

Are they being logged out automatically??

Thanks
Simon

[sarond]

First thing I would recommend is to follow the golden rules of configuring.
http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx

[Simons]

Thanks for your reply

I'd like to think that this has been setup correctly but you never know. I will have a look through and see if any settings aren't set on our system.

If you have any other thoughts on why this isn't working then let me know, i'm getting it in the neck at the moment and i've no idea why it's not working properly

Kind regards
Simon

[sarond]

Maybe check the SMDR for that time.

[Simons]

Thanks for your replies

We believe that the user was logged out and thus the call detail wasn't recorded!