UCCE - Reporting Direct Calls to Extensions

[JoshAsh]

Hi there, 

We have a problem where many calls are placed directly to an extension number from outside, these calls aren't incrementing counters in any of the Interval tables... but they are appearing in Termination_Call_Detail.

We would like to somehow include these calls in agent reports, my initial thought was to try to aggregate these direct extension call counts in a  subquery from Termination_Call_Detail to the counters in the Interval tables.. 

Alternatively, is there a way of configuring UCCE so these direct calls increment the Interval tables? 

Does anyone have any thoughts? 

Any help appreciated

Cheers,
Josh

[bill.king1]

You have many ways you could do this, like by having callers hit a menu in UCCE that allows you to track them, to even something as simple as having the call come in and hit a script that simply sends the call to a label for that phone number where you're setting a call type.

A lot depends on how many of these you have, if you want to add UCCE into the mix/call flow of these calls, etc.

Many times, it is other factors as well (like should you/do you want to record these calls) that will drive the overall solution. A lot of customers want any interaction with an agent recorded/reported on/etc.