nhdjoseywales

I had a manager ask me a good question today and i am unsure what to tell him, here is his question:

[FONT='Arial','sans-serif']Do you think when a phone director puts a call through to an extension (customer asks for a Rep by name), and that extension is busy, so the customer goes into the extension's voice mail, that would count as an "Ext In" call in the CMS?[/font]


[FONT='Arial','sans-serif']Thanks for any responses :)[/font]

peter65

Is that extension a VDN number? and what are the vector steps.

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nhdjoseywales

No, it would be just a regular extension, no vdn, no vector, just a station with an agent logged into it and the call would be sent directly from the phone ops to the agent extension, not to the split or VDN

A-Train

My impression is that it would register as an Ext In call, though I don't have any evidence to validate it. I know that in CDR that is a selectable option. I beleive it can either register a call on the first extension it hits or the last. However I know that CMS collects data differently than CDR, which causes all sorts of confusion when non-phone people try to compare CMS and Call Accounting reports. Anyway, for what it is worth my hunch is that it would register as an extension in call. You might test it out in an after hours situation looking at a live report.

nhdjoseywales

Thanks man, we thought it probably would too, but couldn't prove it either :)
we will try it after hours

colt45

It will register as Ext-in if the agent is logged in. If you want to prove it to yourself, create a login Id for yourself, login and have someone call you. When the Interval ends, pull an interval report on your ID. You don't have to go Available.

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