Tech Bulletin 106 Customer Call Reporter
Contents
1. support is limited to 16 voicemail ports Note 1 IP Office Customer Call Reporter is not supported with T3 Series and T3 IP Series phones It is also not supported with non Avaya H323 phones 2 Mobility features are not supported for CCR Agents 3 Line appearance buttons are not supported for CCR Agents 4 Telecommuter Mode is not supported for CCR Agents 5 The use of customized announcement call flows through Voicemail Pro that do anything other than provide prompts before returning the caller to the queue are not supported by IP Office Customer Call Reporter COMPAS ID 141621 Issue 1 Page 11 of 15 IP Office Technical Bulletin 106 6 Supervisor and Agent browser access to IP Office Customer Call Reporter from Citrix clients is supported This does not include support for installation of the IP Office Customer Call Reporter applications on the Citrix sever IP Office Customer Call Reporter browser access has been tested with Citrix MetaFrame Presentation Server Client 4 0 5 Known Issues The known issue description in the table provides a summarized description only Please contact your support channel for further detail of any bug description quoting the CQ number CQ Number Description Call Details Report 79007 Enquiry answered is displayed as answered for parked calls 79010 Answered status after transferred is not displa2. 1 External Outbound H 2 2 2 Call Details Report The Call details Report can be run against any one of the following targets Queue View Agent DDI CLI and Account Code The data returned by the report can be grouped by Hour Day Week Queue Agent CLI DDI and Account Code A filter is also available to return a subset of call data The filters available include All Answered No Answer Overflowed Lost Overflowed Answered Transferred Lost Calls and Routed to Voicemail Call Details Report 05 05 2008 05 05 2009 16 50 17 00 Report Type Target Name Supervisor Name Call Details Report All Queue chris Auiivily Brechs Summer Huliday gt Water Huldey gt Ungrouped Time Stamp Call Direction Number DDI Queue Queue Time Agent Duration Status Reference 05 06 2008 10 51 47 ken 01707123450 229904 Sunnie Huldeys 00 00 11 Ermna Murre 00 00 01 Atsoered 51 05 05 2009 16 52 02 Inbound 299903 Winter Holidays 00 00 03 Emma Murre 00 00 03 Answered 52 05 05 2009 16 52 48 Inbound 299906 Activity Sreaks 00 00 15 Sarah Gortos No Answer 56 06 05 2008 16 52 50 Inbound 7654321 229906 Activity Sreaks 00 00 17 Julie Ryan 00 00 01 Answered 58 OSVONZOO 10 93 02 kibovu 01707054321 209000 Activily Bresks 00 00 00 Sarah Guitar Lust s Summary Total Calls 4 External Inbound Calls H Internal Calls D External Outbound Calls 0 COMPAS ID 141621 Issue 1 Page 7 of 15 IP Office Technical Bulletin 106 2 2 3 Agent Summary Report The Agent
3. Summary Report can be run against any one of the following targets Queue View and Agent Agent Summar y Report 05 05 2009 05 05 2009 09 00 17 00 Report Type Target Name Supervisor Name Agent Summary Report Queue chris Activity Breaks Queue HG Enabled Ringing Time Talk Outbound Talk Inbound Talk Internal Busy Not ACW Time Hold Time Off Hook Non Queue Time Available Tine Tina Activity Dreaks Emma Muray 0215 16 00 01 27 00 00 00 00 00 00 00 00 00 00 00 00 00 00 28 00 00 00 00 02 30 00 00 00 22 19 0 20 0 00 0 00 0 00 0 00 0 10 0 00 0 52 0 00 Jane Oddey 02 15 16 00 00 32 00 00 00 00 00 01 00 00 00 00 00 00 00 00 18 00 00 00 00 02 30 00 00 00 28 18 0 11 0 00 0 00 0 00 0 00 0 06 0 00 0 52 0 00 Sarah Gorton 0215 16 00 01 08 00 00 00 00 00 02 00 00 00 00 00 00 00 00 09 00 00 00 00 00 30 00 00 00 28 18 0 24 0 00 0 01 0 00 0 00 0 03 0 00 0 10 0 00 Julie Ryan 02 15 16 00 00 12 00 00 00 00 00 01 00 00 00 00 00 00 00 00 06 00 00 00 00 00 00 00 00 00 28 18 0 04 0 00 0 00 0 00 0 00 0 02 0 00 0 00 0 00 Leslie Bumstead 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 Verity Howe 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 Summary 00 01 04 00 03 19 00 00 00 00 00 04 00 00 00 00 00 00 00 01 01 00 00 00 00 0
4. is necessary to support the installation and programming of IP Office Customer Call Reporter e ATCO0470WEN AEN IPO CCR Implement To see a full listing of IP Office courses please visit http www avaya learning com For information on the courses and assessments associated with product authorization select Product Authorization under Curriculum Maps Issued by Avaya IOC New Product Introduction Contact details EMEA APAC NA CALA Tel 44 1707 392200 Fax 44 0 1707 376933 Email gsstier avaya com Tel 1 732 852 1955 Fax 1 732 852 1943 Email IPONACALAT4 Avaya com Internet http Avww avaya com 2009 Avaya Inc All rights reserved COMPAS ID 141621 Issue 1 Page 15 of 15
5. within Windows Task Scheduler and select the file in the SBCCResetStats folder called SBCCResetStats exe as the file to be executed at the time specified for the task schedule This task will reset all the real time statistics back to zero The historical reporting or database will not be affected by this 6 2 Documentation IP Office Customer Call Reporter 1 0 Documentation can be downloaded from the Avaya support website http support avaya com 6 3 Software The IP Office Customer Call Reporter application is available on DVD from Avaya The software image can also be downloaded from the Avaya support website http support avaya com COMPAS ID 141621 Issue 1 Page 13 of 15 6 4 Licensing Material Code 217650 217651 217652 217653 217654 217655 217656 217657 217658 1 Note Name IPO CUSTMR CALL REPORTER 1AGT LIC IPO CUSTMR CALL REPORTER 5AGT LIC IPO CUSTMR CALL REPORTER 10AGT LIC IPO CUSTMR CALL REPORTER 20AGT LIC IPO CUSTMR CALL REPORTER 50AGT LIC IPO CUSTMR CALL REPORTER 1SPV LIC IPO CUSTMR CALL REPORTER 10SPV LIC IPO CUSTMR CALL REPORTER 20SPV LIC IPO CUSTMR CALL REPORTER UPG LIC IP Office Technical Bulletin 106 Description Enables support for IP Office Customer Call Reporter Agents Multiple licenses can be added to achieve the number of Agents required up to the maximum of 150 Agents The presence of at least one IP Office Customer Call Reporter Supervisor
6. 0 00 09 i 0 a D 200 400 00 D Lesile Bumstead Logged ous 002617 o o 0 0 om 100 00 o Alarm List Current View 15 06 Alarm Summer Holidays 17 00 Average Ans Time 15 06 Alarrn Winter Holidays 18 00 Averaue Ans Tirne 15 10 Warming Summer Holidays 1 Calls Waiting 15 10 Warming Activity Breaks 1 Calls Waiting For a complete description of the available Queue and Agents statistics please refer to the IP Office Customer Call Reporter User Manual COMPAS ID 141621 Issue 1 Page 4 of 15 2 1 1 Real Time Alarms IP Office Technical Bulletin 106 Alarm thresholds can be set for each statistic that allows both warning and critical alarms to be monitored in real time The alarms are also written to the database and are also available for historical reporting 2 1 2 Real Time Graph SE Wak o Scope include Internal Calls F inchide Fxternal Calls r Alarms Warning Threshold _ 1 I Alarm Threshold 3 Update Cancel AVAYA A real time graph is available on the menu bar that provides a graphical view of the real time call data for both Queues and Agents for any selected real time call statistic r Graph Settings Queue Summer Holidays E Agent Statistic Calls Waiting E Include Internal Calls E Include External Calls Time Frame Start Stop COMPAS ID 141621 Issue 1 Summer Holidays Calls Waiting Page 5 of 15 IP Office Technical Bulleti
7. 5 30 00 00 00 17 72 9 19 nant anne nnna nan RH Dro H 0 00 2 2 4 Alarm Report The Alarm Report totals show the number of warning and critical alarms that have exceeded their thresholds as configured by the Supervisors within their respective real time views Alarm Report 95 05 2009 05 05 2009 16 00 17 00 Report Type Target Name Supervisor Name Alann Report View chiis Time Stamp Label Target Name Value Statistic Name 05 05 2009 16 51 36 05 05 2009 16 51 48 Warming Summer Holidays 1 Calls Waiting 05 05 2009 16 52 00 05 05 2009 16 52 03 Waming Winter Holidays 1 Calls Waiting 05 05 2009 16 52 03 06 05 2009 13 29 59 Waming Winter Holidays 14 Average Ans Time 05 05 2009 16 52 16 005 2009 16 52 19 Warning Faraway Shores 1 Calls Waiting 05 05 2009 16 52 33 05 05 2009 16 52 51 Waming Activity Breaks 1 Calls Waiting 05 05 2009 16 52 51 06 05 2009 13 29 59 Alarm Activity Breaks 17 Average Ans Time 05 05 2009 16 52 56 05 05 2009 16 53 03 Waming Activity Breaks 1 Calls Waiting Summary Total No Of Warnings 6 Total No Of Alarms 1 COMPAS ID 141621 Issue 1 Page 8 of 15 IP Office Technical Bulletin 106 2 2 5 Trace Report The Trace Report can be run against any one of the following targets Agent CLI and Call Reference The Trace Report lists in chronological order all the events date and time stamped that involved the target selected Trace Report 05 05 2009 05 05 2009 _16 52 17 00 Report Type Target Name
8. IP Office Technical Bulletin 106 AVAYA IP Office Customer Call Reporter Technical Bulletin Bulletin no 106 Date 29 May 2009 Title Controlled Introduction Cl of IP Office Customer Call Reporter 1 0 Software COMPAS ID 141621 Issue 1 Page 1 of 15 IP Office Technical Bulletin 106 Table of Contents 1 Product EE 3 2 IP Office Customer Call Reporter Key Features ccccccceeeeseeceeeeeeceeeeeeteeeeeeenaes 4 2 1 Supervisor and Agent Real Time Views 4 2 1 1 R l Tim EE 5 2 1 2 Real Tim Graphisme annene aae a a aa RE aai aon 5 2 2 Historical Reporting EE 6 2 2 1 Call Summary Report EE T 2 2 2 GCall Details Report aeae eenaa rar aoe bate a aaea Eapana orea aS 7 2 2 3 Agent Summary Report axis cached deSecdivntest oy Rhy edad denotes RE 8 2 2 4 Alarm FRO DOM EE 8 2 2 5 Trace FRED OM EE 9 2 2 6 Voicemail Ee E 9 2 2 7 Report EE eigene ege 9 3 Customer Call Reporter Server Requirement c ccccccceeeeeeeeeeeeeteeeesenneeeeene 10 3 1 PIANO DEE 10 3 2 Windows Operating System cz socisstecciacaecatedietceieesstuctaeessnniecnatanaeadiodebnnent 10 3 3 Database REQuireMents icc sds ccctctdeecdielriacneisnesibvcuedecdecderseieteeiaatihagtaceetaneniae 10 4 Customer Call Reporter Platform Support Summary cceeeeeeeeeeetteeeeetetneeeeeees 11 5 KNOWN WEE 12 EE aa cack GE EE aA 13 6 1 Ree 13 6 2 Documentation BEER 13 6 3 SOMONE eege geed 13 6 4 leie EE 14 6 5 Ne le a Te EE 15 COMPAS ID 141621 Iss
9. Supervisor Name Trace Report Agent chris Emma Murray Emma Murray Date Time Event Name Agent Number Reference 05 05 2009 16 52 02 Incoming Emma Murray 01707123456 52 05 05 2009 16 52 05 ACW Emma Murray NULL 05 05 2009 16 52 06 Busy Emma Murray 2009 53 05 05 2009 16 52 06 Idle Emma Murray NULL 05 05 2009 16 52 36 ACW Emma Murray NULL 05 05 2009 16 52 38 Idle Emma Murray NULL 05 05 2009 16 52 39 Busy Emma Murray 2009 57 05 05 2009 16 53 09 ACW Emma Murray NULL 05 05 2009 16 53 11 Idle Emma Murray NULL 2 2 6 Voicemail Report The Voicemail Report reports on calls that are answered and lost in the voicemail call flow The data returned by the report can be grouped by Hour Day Week CLI and DDI Voicemail Report 06 05 2009 06 05 2009 14 21 17 00 Report Type Target Name Supervisor Name Voicemail Report Voicemail chris Name No of Calls No Lost Calls No of Times triggered Summer Holidays AA Greeting 6 2 6 Transfer Timeout Action 4 4 4 Total calls Answered 6 Total calls Lost 6 2 2 7 Report Scheduler Reports can be run manually or scheduled to run on a daily weekly or monthly basis The option is also available to schedule the report to a printer or distribute by email in any of the following formats Crystal Excel Word PDF or Rich Text COMPAS ID 141621 Issue 1 Page 9 of 15 IP Office Technical Bulletin 106 3 Customer Call Reporter Server Requirements 3 1 Hardware The following are the recommended minimum require
10. led an audio Explorer 7 and plug in is required for user s browsers Use above either Quick Time Non IE browsers or Windows Media Player Center IE Agents Up to 150 The number of Agents and supervisors usable is controlled by the number of licenses entered into the Supervisors Up to 30 configurations of the IP Office system A single IP Office The current version of CCR connects and reports on Minimum software level Agents and Queues that belong to a single IP Office 4 2 Q2 2009 SCN calls arriving at CCR Agents are reported as external calls IP Office Customer Call Reporter connects to the IP Office over the LAN using an IP Office service user account This account accesses the same interface as used by the IP Office System Status Application SSA and so reduces the number of possible SSA connections to the IP Office to 1 Note that this also means that SSA cannot be run from the same server PC as the IP Office Customer Call Reporter Data Analyzer Languages For browser access and reports the supported languages are Dutch English UK English US French Italian Brazilian Portuguese Russian and Spanish For embedded help the languages are English Brazilian Portuguese and Italian IP Office Customer Call Reporter Voicemail Reports require the IP Office to be using an IP Office Voicemail Pro server This can be installed on the same PC as the IP Office Customer Call Reporter applications however in that scenario
11. license is required to use IP Office Customer Call Reporter Multiple licenses can be added to achieve the number of supervisors required up to 30 supervisors License that upgrades existing CCC licenses to IP Office Customer Call Reporter for CCC users no database upgrade 1 The IP Office Compact Contact Center CCC is an application supported by IP Office for similar functions to IP Office Customer Call Reporter It works in conjunction with the IP Office Delta Server application to obtain call and Agent activity data from the IP Office e For IP Office systems with IP Office Customer Call Reporter licenses installed CCC is no longer supported Provision of CCC licenses to the CCC system is disabled e Existing CCC licenses can be used with IP Office Customer Call Reporter if an IP Office Customer Call Reporter CCC UPG license is added to the IP Office configuration e IP Office Delta Server is still supported but only for SMDR call logging output e ACCC database cannot be upgraded to an IP Office Customer Call Reporter database COMPAS ID 141621 Issue 1 Page 14 of 15 IP Office Technical Bulletin 106 6 5 Training All training courses for IP Office Customer Call Reporter are web based with no classroom courses necessary For sales and pre sales professionals there are two new sales courses offered e ACV05524WEN AEN Selling IP Office CCR e ACV05525WEN AEN IPO CCR Advanced Sales For installers the following course
12. lient connections Simplified installation and maintenance Six reporting templates provide drag and drop and user defined filter options Three customizable views per Supervisor Report Scheduler for printing and email of daily weekly and monthly reports Configurable Alarm thresholds and Alarm views Reports on IP Office Busy Not Available Reason Codes Multi lingual capable Includes 7 languages for browser access and reporting Supports up to 30 Supervisors and 150 Agents COMPAS ID 141621 Issue 1 Page 3 of 15 IP Office Technical Bulletin 106 2 IP Office Customer Call Reporter Key Features 2 1 Supervisor and Agent Real Time Views IP Office Customer Call Reporter provides real time monitoring of call center activity for both Supervisors and Agents This is achieved with a thin client web browser session logged onto the IP Office Customer Call Reporter server A Supervisor can program up to 3 distinct real time views of their call center An Agent can then login and select a Supervisor and view the statistics for themselves and those Queues that they are a member of A simple drag and drop method is used to setup over a 100 variations of Queue and Agent call statistics IP Office Customer Call Reporter AVAYA be L n mee Emma Murray Available 00 00 09 0 o 0 2 0 00 100 00 o Jane Oadey Aves mmm D D U 3 uw 10000 D Julie Ryan Ringing 00 00 09 1 o 1 o 2 00 100 00 o Sarah Gorton Ring ALY 0
13. ments for the PC hosting any components of the IP Office Customer Call Reporter server application e Processor Intel Pentium D945 Dual Core or AMD Athlon 64 4000 e RAM 2GB e Free Hard Disk Space 30GB e Additional DVD drive for software installation If installing a licensed edition of MS SQL 2005 on the IP Office Customer Call Reporter server PC the separate requirements of the MS SQL 2005 must be met 3 2 Windows Operating System The IP Office Customer Call Reporter services are supported on 32 bit versions of e Microsoft Windows Server 2003 SP2 e Microsoft Windows Server 2003 R2 e Microsoft Windows Small Business Server 2003 R2 3 3 Database Requirements The IP Office Customer Call Reporter can use the following versions of Microsoft SQL as its database for storing information e Microsoft SQL 2005 Express Edition e Microsoft SQL 2005 COMPAS ID 141621 Issue 1 Page 10 of 15 IP Office Technical Bulletin 106 4 Customer Call Reporter Platform Support Summary For a complete description of the IP Office Customer Call Reporter platform support please refer to the IP Office Customer Call Reporter Installation Manual Web Browsers Google Chrome The following browser features must be enabled Hor cellent Mozilla Firefox connections 3 0 and above Windows Safari Pop ups allowed Required for report viewing 3 0 and above real time graph and help windows Javascript enabled Internet If audio for alarms has been enab
14. n 106 2 2 Historical Reporting The IP Office Customer Call Reporter reporting package has been designed to enable the user to easily retrieve the call information they need using one of six standard drag and drop report templates The IP Office Customer Call Reporter offers a flexible reporting method for businesses that want to track how a call was routed through their call centre The historical reporting is accessed by a Supervisor using a web browser IP Office Customer Call Reporter AVAYA View1 Y View2 1 View3 Cl Roport Scheduler 1 Account amp Graph ange Password lt Log Off Status 2 Help Standard Reports r Report Configuration Settings Agent Summary Report Alarm Report Report Type Last Modified Call Datalis Report Cali Details Report Call Summary Report Trace Report Report Name Report Language Vertes Sonat Can Details Report English UK z larget List Queue z Activity Dreaks Sumer Holidays Winter Holidays Seed BEE d Fitter Group Results By Working Hours F Include Saturdays i Hour DI mm To 17 00 F Include Sundays M Include Internal Answered No Answer Overflowed Lost Overflowed Answered To 05705 2009 Transferred Gi Routed To VoiceMail Ee Concel View From the six basic report templates within IP Office Customer Call Reporter a Supervisor can create over 100 different reports using the various call filters that include All Answered No Answer Overfl
15. ncrement for call transferred to a Queue and then overflowed 79062 Lost call does not increment for Agent for call transferred to a Queue and then overflowed lost 79153 Average wait time incorrect for a call where supervised transfer is completed after overflowed answered 79388 Transferred statistic not incremented for trunk to trunk transfer 79442 Deleting a CCR Agent and adding another in Queue with Manager CCR does not show the Agent until restart 79681 For an internal Call to a busy Queue where the call overflows to an overflow Queue then the Lost Call statistic increments for the busy Queue 79683 If an Agent is transferred off switch then 2 Outbound calls are counted for an internal caller 79712 Incoming call still shows Holding after it is retrieved from Hold for an Agent not logged into any Queue 79837 Current Wait Time constantly increasing for multiple transfer overflow scenarios COMPAS ID 141621 Issue 1 Page 12 of 15 IP Office Technical Bulletin 106 6 Assistance 6 1 Tools The real time Queue and Agent statistics in the Supervisor view can be reset manually when required In order for the real time statistics to be reset automatically for instance each day at midnight then the SBCCResetStats tool will need to be used Located in the directory PreRequisites Tools on the DVD image Copy the folder SBCCResetStats and its contents to a location on the same drive as the CCR server installation Setup a task
16. owed Lost Overflowed Answered Transferred Lost Calls and Routed to Voicemail The data returned by the reports can be grouped by Hour Day Week Queue Agent CLI DDI and Account Code COMPAS ID 141621 Issue 1 Page 6 of 15 IP Office Technical Bulletin 106 2 2 1 Call Summary Report The Call Summary Report can be run against any one of the following targets Queue View Agent DDI CLI and Account Code The Answer and Lost Call threshold report parameter can be adjusted in order to manipulate the Average Answer and Grade of Service GOS calculations on a per report basis Call Summa ry Report 05 05 2009 0 05 2008 16 50 17 00 Report Type Target Name Supervisor Name Call Summary Report Queve chris Activity Breaks Faraway Shores Summer Holidays Winter Holidays Ungrouped Total Calls Answered Lost Cas Overflowed Overflowed RoutedTo NoAnswer Avg Answer Time Avg Answer Time Avg Abandon Grade Of Calls Answered Lost VoiceMail Time Service Activity Breaks 2 1 1 D D 1 0 00 00 00 17 00 00 06 0 00 Faraway Shores 1 1 D D D D 100 00 00 00 02 100 00 Summer Holidays 1 d 0 D D 0 0 00 00 00 11 0 00 Winter Holidays 1 1 0 D D o 100 00 00 00 03 100 00 Total Calls 5 Average Answer Time 50 00 Answered Calls 4 Average Answer Time 00 00 08 Lost Calls 1 Average Abandon Time 00 00 06 Overflowed Answered H Grade of Service 40 00 Overflowed Lost 0 Answer Threshold 5 Routed To VoiceMail 0 Lost Call Threshold 1 No Answer
17. ring report period is Refused 79824 GOS calculation for target DDI CLI amp Account code does not include direct calls 80139 Average Answer incorrect for Auto Answer configured Agents Trace Report 79020 Ring event is displayed for Agent for Call Pickup 79323 Desk to Queue call unsupervised transfer to another Queue where an Agent is common to both the Queue lost and internal received is seen 79590 Time Stamp for Ring and Routed to VM event is displayed as the same Agent Summary Report 78908 Ringing time for an Agent who is a member of both the overflowed from and to groups is displayed incorrectly 79612 Hold time incorrect for the transferor of call to second Queue 79613 Hold time for the transferor not displayed for internal call to a Queue and supervised unsupervised transferred to second Queue 79659 ASR shows incorrect data for BNA after CCR restart until Agent changes from the current BNA state Voicemail and Alarm Report 80082 Incorrectly shows lost call against Transfer action if call is lost at Queue 78437 Duplicate entries for warnings are displayed for Average Answer Report Scheduler 78777 Reports cannot be scheduled if Printer Discovery account details are changed Real Time Statistics 78637 Average Answer time is displayed as the off hook time of the caller instead of the ringing time of the called party 79060 Overflowed answer does not i
18. ue 1 Page 2 of 15 IP Office Technical Bulletin 106 AVAYA IP Office Technical Bulletin Bulletin No 106 Date 29 May 2009 Region GLOBAL Controlled Introduction Cl of IP Office Customer Call Reporter 1 0 Software Avaya is pleased to announce the launch and availability of IP Office Customer Call Reporter CCR software The CCR software is available through the Controlled Introduction process Further information on the Controlled Introduction process is explained in the Customer Call Reporter Product Update notice available from the Avaya Partner Portal 1 Product Overview IP Office Customer Call Reporter is Avaya s new server based contact center product Drawing upon the latest web and design technologies the IP Office Customer Call Reporter introduces significant new capabilities to manage a single site call center environment The product focus is on ease of use and deployment simplicity to ensure improved ongoing productivity and lower support costs In its native web server environment the IP Office Customer Call Reporter supports up to 150 Agents and 30 Supervisor logins and can be simply installed onto a single server without the need for any client software deployment Administration and management of the call center is carried out using a thin client through a secure password protected web browser session Key Features Real time call center activity monitor Microsoft server based with thin client web browser c
19. yed for parked calls 79187 Transfer from analog trunk to Queue an extra transferred event is displayed for the Agent who answered 79450 No Answer is not displayed for first Agent when an internal call is made to a Queue and is routed to voicemail 79616 If No Answer time of a Queue is greater than the VM answer time and a call made to this Queue is routed to VM then blank report displayed 79755 Queue time for No Answer is displayed incorrectly for an unsupervised transfer scenario 79760 Duplicate transfer status with same time stamp amp different duration is displayed for certain scenarios 79761 No answered status is incorrect after the final transferred leg to a second Queue is made 79864 Extra transferred event is displayed for specific scenario 80078 Average answer time blank for VM unsupervised transferred call that is answered by overflow group Call Summary Report 79467 When a call to a Queue is not answered by first Agent and is answered by second Agent When the report is viewed with target of Agent then no record displayed for first Agent 79870 Unsupervised transfer scenario with target of Queue No Answer call for transferred to Queue is missing 79872 Unsupervised transfer scenario with a target of CLI DDI record for No Answer call for the CLI DDI is missing 79657 Call data discrepancies if grouped by Agent in specific VM transfer scenario 79660 Grouped by Agent shows Queues with no associated agents if Agents first call du
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