CCA Reporting Query for internal call

[leohang]

I have a question on CCA reporting for internal call, I am appreciate if you can help answer it.

Background Info:
1. Non-ACD extension (1200) <-- not configured in T-Server
2. ACD extension (1201) <-- configured as T-Server DN
3. ACD extension (1202) <-- configured as T-Server DN
* These three phones are Avaya set, and only 1201 and 1202 have been configured in Avaya AES. Genesys T-Server is integrate with AES by TSAPI link (Genesys version 8.0)

Testing call:
Case 1. 1200 call to 1201 -- In Data Modeling Assistant data, it was found that this type of call is counted in "N_Inbound"
Case 2. 1202 call to 1201 -- In Data Modeling Assistant data, it was found that this type of call is counted in "N_Internal"

So, how can I change the test case 1 call type to an internal call? because it is actually is internal call, so if it is counted on Inbound call, the CCA report record is differnet as Avaya CMS report record.

Please help.
Leo

[cavagnaro]

Well check TServer logs and see who sends such identification, if it is identified in that way by Avaya then it is considering it as an external call. If Tserver then see TServer for Avaya documentation to verify such scenario.
Anyway, post logs and lets see