DMA Reporting Filter

[PFCCWA]

Hello,

We are trying to report on the number of times an agent dials a particular number using their handset but want to clarify how I can filter this within DMA.  Once the digits are dialled, the call is transferred to another agent based on our routing.

Within the tserver log files the lines where the digits can be seen are:

AttributeDNIS '*9066011'
AttributeOtherDN '*9066011'

There are existing filters using the DNIS, but they help us identify number of calls incoming on that particular number, whereas in this case I want to determine how many times the number is dialled.

I cant see any reference to these in the URS log files.

Our system set up is Alcatel/Genesys.

Thanks,
WA

[tony]

I think that there is a way but I have not tested this...

1. Within your "pick up" routing, add a [i]String Variable [/i] based on CallInfo > Orig (call it "str_OB_9066011") [i]<according to the help file, [i]Orig [/i] is:  Return value type: STRING. This function returns the value of OtherDN in the Call Information attributes that came with the event that started the strategy. Generally, this is the value of the DN from which the interaction arrived to the DN controlled by Router.>[/i]
2. In DMA create a Custom Filter based on a Key Value Pair.  The Key will be "str_OB_9066011" and the Pair will be '*9066011' - call this "TestFilter"
3. Apply the "TestFilter" to a Route Point Layout based on Outbound calls and add the RP's servicing your "pick up" routing. Or apply the "TestFilter" to an Agent Layout based on Outbound calls... (not sure which will work for you...)

[b](...of course, you can test the KVP in CCPulse+, which makes the task a little easier to test! )[/b]

This is just theory, though... you might be able to pick something out of it..?

Tony

[René]

Hi,

If I do understand you well you want to report number of times an agent dialled some number. I did quick test and it's possible using following statistic and filter:

Required statistic:
  Name: Total_Calls_Dialled
  Category: TotalNumber
  MainMask: CallDialingStarted
  Objects: RegDN, Agent, Place, GroupAgents, GroupPlaces
  Subject: DNAction

Filter:
  Name: Dialled9999
  Value: DNIS="9999"  <--- 9999 is test my test number

Hope it helps you
R.