atcomsystems.ca/forum Forums Telephony Discussion Phone & VoIP Systems Inter-Tel Telephones & Systems Reporter Pro Filtering

In a previous version of Reporter we could use a Call List to see the announce boxes that customers were listening to. Since we upgraded in January I have been unable to see these boxes. Anyone else have that issue?

Updates tend to default settings. Open one of the extensions in Data Manager. It probably has removed the checkmark to keep historic records for internal information. If so, you can highlight all of the extensions and make the change to all of them.

Where is Data Manager? The announce boxes are applications, not devices.

It is on the server managing your CCS or CSM. It is where everything is configured. Are you running Contact Center Suite 4 or 5?

My confusion is that the documentation and Data Manager refer to call segmentation and all "extensions/agents" that the call has been transferred to or through. Does that also mean "announce" boxes?

Call segmentation is a reference to how many steps of the call do you want to show. All calls at our locations go to a main greeting first. From there, the caller can go to an extension or make other choices that will eventually end up in a hunt group. What parts of the journey do you want to see? If you don't care about the call tree, don't keep "historical" information about any of the applications. For me, I want everything. So every extension and application are kept. As well as internal information. I have many managers who ask about agents calling each other to keep from being available in the queue. I want to make sure that each caller has heard the application that informs them of possibly being recorded. You have to prove that if it goes to court. So on and so on.