Outbound Call Details

[bpenumalli]

I have a two part question.
a. Does Termination_Call_Detail table stores outbound call details ? If so, is there any flag on the table that helps to determine outbound vs inbound calls ?

b. If not, what other tables in HDS database stores outbound calls ? with outbound called number details ? It seem Agent_Skill_Group_Interval table doesn't have called number details.

[bill.king1]

Hi, yes for a and you should see the various dispositions to be able to report on it.

For b, not that I'm aware of, but you could also try and get it from UCM CDR/call accounting systems you might have since reporting against Termination_Call_Detail directly isn't supported, Cisco wants you to report against a copy of it.

[bpenumalli]

Thank you for your response. Is there any specific call dispositions that should be considered as outbound ?

Also, I heard PeripheralCallType - 9 AGENT EXTERNAL NETWORK OUT can be used. In this case, if a call has more than one leg of the call, then if the first leg is marked as PeripheralCallType - 9, then it should be marked as Outbound. Seems there is no clear documentation to determine this.

Hoping to have some reliable logic to determine a outbound call. 

[bill.king1]

There are a few posts in this group that can give you what you want, you may find this of interest to start.

https://community.cisco.com/t5/contact-center/icm-termination-call-detail-inbound-vs-outbound/td-p/2404080

[bpenumalli]

Thank you, I have seen above post about using PeripheralCallType - 9, but it isn't clear from that post which legs peripheral call type should be used. 

Also, I have asked one more relevant questions in below post.

https://community.cisco.com/t5/contact-center/connect-all-legs-of-outbound-call/td-p/4386213