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Beginner

IPCC Agent Reporting

In need of a configuration that would allow us to report per line (DN) statistics for agents using a multiple line (DN) phone configuration. Currently we're only able to report on the first line (DN) associated with a particular IP phone device. We're interested in pulling this data from ICM

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Collaborator

Re: IPCC Agent Reporting

You will need to use CallMangaer CDR Analysis and Reporting tool or some other 3rd Party CDR Reporting application (ISI Infortel). ICM only monitors one line.

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Beginner

Re: IPCC Agent Reporting

Will the IP switch provide agent statistics such as avail, hold, wrap time ?