Customizing Reports Cisco CUIC & Cisco UCCX

[noah.tan]

Hi

Im working with UCCX 11.6.2.

I am trying to create a report from CUIC that shows all the outbound calls. The only 2 conditions are to filter out calls that have been transferred and calls that are conference calls. 

Can anyone provide guidance on this?

[Mike_Brezicky]

Hello,

Which report are you running. The stock reports have their limits when you are looking for certain statistics.
1 - You can Save As the report to create a copy, which gives a little more flexibility in the views and the format of the report.
2 - If you have premium licenses, you can deploy a standalone CUIC server that will allow you to create and modify the report definitions to be alot more in line with the style of reporting you want to see.

[piyush aghera]

Hi,

If you have premium CUIC license as Mike pointed out, you can create a custom report by using contactType field of ContactCallDetail table.  Below are the values stored in this field, you can use value '8' to identify any outgoing calls.

Contact type of the call or the leg:
• 1—Incoming. Outside call received by the Unified CCX system.
• 2—Outgoing. Call originated by the Unified CCX system, other than a call made within the system.
• 3—Internal. Call transferred or conferenced between agents, or a call made within the system.
• 4—Redirect in
• 5—Transfer in
• 6—Preview Outbound
• 7—IVR Outbound
• 8—Agent Outbound
• 9—Agent Outbound call transferred to IVR

You can also use other fields such as originatorType (1—Agent. Call originated by an agent), originatorID (Numeric identifier of the agent who originated the call or the leg), destinationType (3—Unknown. Call presented to an outside destination through a gateway or to an unknown device.), destinationDN (If destinationType is 3, this field shows the telephone number called, if available.).

Please refer DB schema guide for more details:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/reference/guide/UCCX_BK_CF9FAD2A_00_cisco-unified-ccx-database-schema/UCCX_BK_CF9FAD2A_00_cisco-unified-ccx-database-schema_chapter_00.pdf

Hope this is helpful for your requirement.