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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: yahoo on May 14, 2010, 06:58:09 PM

Title: call types in CCpulse
Post by: yahoo on May 14, 2010, 06:58:09 PM

Hi all,.

can u guys pls help me in displaying call type in CCpulse. it would be helpful for me if you could let me know the steps what to create where.

Thanks in advance

Title: Re: call types in CCpulse
Post by: tony on May 17, 2010, 11:35:52 AM

A Call Type is not a statistic, it is a "Mask".  For CCPulse, you will need to define which statistic type you want to display, then create your statistic in the associated StatServer, applied against a "Mask" to show the type of calls you want to filter.  Typical values for the components within a statistic defined in a StatServer are;

[b]Name[/b]: e.g. TotalCallsInbound, TotalAverageWaitTime, etc.
[b]Category[/b]: e.g. TotalNumber, TotalTime, AverageTime, etc.
[b]MainMask[/b]: e.g. CallInbound, CallOutbound, etc. (the "Call Type")
[b]RelativeMask[/b]: e.g. CallConsult, CallInbound, CallOutbound, etc. (the "Call Type")
[b]Objects[/b]: e.g. Agent, Place, GroupofAgents, etc.
[b]Subject[/b]: e.g. PlaceStatus, AgentStatus, DNStatus, etc.

- The next step would be to create a Statistic within your CCP+ View, using the Naming conventions set in your StatServer, then defining how you want to use them.

Probably best if you check your StatServer and CCPulse+ User Guides and Help Files, too...

TT