Messages

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Mitel Software Applications / Re: CCM Web Reporting - outside of business schedule?

« on: May 18, 2023, 11:58:41 AM »

What's the routing like after hours? If the calls are re-routed away from the queue, then they wouldn't show up in a queue report. You might want to run a DNIS report instead that will track all incoming calls to the DNIS/DID number.

Thanks for your response. After hours some of our toll free lines interflow to an offsite call center, and some just receive a message that we are closed & to call back during business hours. So the 'DNIS Group Performance by Period' will show those that attempted to reach us when closed?

2

Mitel Software Applications / CCM Web Reporting - outside of business schedule?

« on: May 18, 2023, 10:39:58 AM »

I am guessing this is kind of a basic question, but in CCM Web Reporting, when running a 'Queue Group Performance by Period report, even though we're selecting from 00:00-24:00 the report is only generating data while our company is open (8a-9p). Is there a way to see the incoming call volume that is trying to reach the company when we're closed?

Any help is appreciated