Good morning,
The customer site comprises an IPCC setup - ICM, PGs, Call Manager servers and IVR servers.
There are 3 call manager servers, 1 publisher and 2 subscribers.
The call manager server version is 3.1(4b)
We are using a call accounting system to read and process the CDR from the publisher server.
The call flow is such that calls will come into the common terminating no. ,
as this is an IPCC setup, the calls get routed to IVR but eventually it will land on the agent's phone extension.
We noticed that some customers calls the agent phone directly, we wish to find out the statistics in a day where calls comes to the agent phone directly versus calls landing on the common terminating line and eventually gets routed to the agent phone.
I wish to know if we will be able to get this information from the Call Manager CDR.
I mean from a particular CDR entry, will i be able to know this particular call is
a direct call to the agent's phone or it was a call routed from the common line.
