UCCX CUIC

[ilyas.safarov]

Hello,

We have UCCX environment. When call comes and agent not answer ,call goes to the next available agent or to the same agent again(we set the state to Ready in case of call not answered as per customer request).

CCDR report on CUIC duplicates the report for each agent trigger.Please see attached file.

Does anybody have an idea , whether there is a way to prevent such a duplicate?

Thanks in advance

[Konstantin Vaksin]

Hello.

You can move your agent to Not Ready state, if he missed a call.

Kostia

[ilyas.safarov]

Hi Konstantin,

Thanks for your note. But it doesn't matter. I've tested this behavior too. Even if the ACD redirects the call to another agent ,CUIC duplicates the report within the same Node ID - Session ID - Sequence No

Ilyas

[Konstantin Vaksin]

What is this report?

Even if the call is re-routed, CallID of this call should stay the same

Kostia