Fields in the Agent Real Time All Fields Report on CUIS 7.5

[Nancy Thompson]

In the field Direction, I need to see the active task OUT when the agents use the CTI Dialing Pad to make an outgoing external call.

Presently I see the task OTHER instead of OUT.

Why?

Do I may need to feed the Agent_Real_Time.Direction table

[geoff · Accepted solution]

In the ICM Schema Document for the Agent_Real_Time table, the column Direction is described as "Direction of call agent is currently working on:

NULL= None

0 = None

1 = In

2 = Out

3 = Other"

Why can't you change it?

Regards,

Geoff

[Nancy Thompson]

I have not checked yet.

I wanted to make sure that was the right table involved. I will discuss with our IP telephony analyst to make that change quickly.

Thanks Geoff.