How to track Ext In Calls

[stevealix]

I'm in Infomart and I'm trying to separate calls to a direct ext (ext in calls) from ACD/Queue calls.
Is there a way to tell the difference? Can info mart track ext in calls?

Any help or guidance is appreciated.

Thanks

[hsujdik]

Calls that go to ACD Queue usually appear on MEDIATION_SEGMENT_FACT table.

Take a look on this Chapter: https://docs.genesys.com/Documentation/GIM/latest/User/GIMPopMSF

If you give more informataion on what you need maybe I can help with more specific data.

[stevealix]

What I need is to be able to build or modify a report that shows ACD in and Ext in separately.
Do Ext in show as Accepted? what Variable might I be able to include in a report? what might already be in Infomart.

[hsujdik]

I don't know if I understood exactlly what you need. Try including the dimension "Queue Type" to see if it suits your needs

[stevealix]

these don't come through a queue. Our agents have exts that can be dialed from our corporate phone directory or internally. We have an ACD/Queue for calls to departments. What I want to know is, if someone gets a call directly to their agent id/ext, and not from a queue is there a way to see that in Infomart.
I have field "Queue" Enabled and I see the ACD's/Queues and I also have a Queue called UNKNOWN. I thought maybe UNKNOWN was direct dials.

[Tambo]

if your agents ext is being directly dialled via the internal phone system then no you can't see the call.

if the phone that is calling an extension is doing so via GAD, IWS, WDE and using a drop down ext box from extensions in CME/GA then yes you can see them but you need to do it via Genesys not your switch.

[stevealix]

[quote author=Tambo link=topic=10692.msg48564#msg48564 date=1508424171]
if your agents ext is being directly dialled via the internal phone system then no you can't see the call.

if the phone that is calling an extension is doing so via GAD, IWS, WDE and using a drop down ext box from extensions in CME/GA then yes you can see them but you need to do it via Genesys not your switch.
[/quote]

I'm not sure what you mean do it Genesys and not the switch... Do what?

[Tambo]

i take it you mean that your internal phone system isnt Genesys, it was there before you got Genesys?

[stevealix]

we have a hybrid system... we have Genesys agents and we have Avaya Agents. Genesys is our front end for IVR, and frontlines. we are in the process of sun setting an Avaya system that used to do everything. What I want to be able to do is track my Genesys agents the way I could in Avaya CMS. In CMS I could run an agent report that would show me a couple of things and I'm trying to replicated that. so I'm looking for ACD/Queue calls answered, and then Ext-In calls received, and Ext-Out calls made as separate numbers. I am looking to build/modify a report in Interactive Insights that can definitively show me calls that were received from a queue or a direct dial to ext.

[Tambo]

ok so you will only be able to see calls in interactive insights that touch Genesys i.e on an extension or queue. so if an agent is called directly from avaya to avaya then you wont see these

[stevealix]

correct... I have AVAYA CMS for tracking those calls... only important for the Genesys calls., I am just not familiar with the fields in Interactive Insights to definitely say that these call totals are direct ext in calls. I understand the queue reporting as I can match the name of the queue to the agent and all is good in the world. it's just understanding how to carve out the direct ext inbound from the queue inbound

[Tambo]

well a direct ext inbound will be either a transfer or a consult not a normal inbound call

[stevealix]

So when I am in Info Mart, my media type is set to voice, and I have Interaction type, inbound, internal, and unknown.  Is there a way to tell by Interaction Type what a direct ext call-in would be?

[cavagnaro]

But is already an inbound... External call inbound

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