How do incoming call differentiation?

It is a 4.0 the IPCC with a CSQ and one number to the PSTN destination. Customer, call this number for different services such as sales, information or repair service. My agents to participate in what is called indistintively, but I want to do a report where I see how may I received for each service call. No idea how I could do this.

Without any type of asking particular group, you won't be able to distinguish the reason the appellant called. As Jose says you can use Menu step and ask the appellant to select the subject of the appeal, then use step "Set Session Info" and set the ccdrVar1 variable to be "sales" or everything you want to use, in this way, you can run 'Call Custom Variables report' or 'detailed report of the call-by-call COR' to get the desired statistics.

HTH,

Chris

Tags: Cisco Support

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