Hi,

Just wondering if anyone had experience using these fields using Avaya CMS v13?We're trying to use it to measure the number and duration of calls made outside the company phone network (ie to external customers) whilst in ACW.

The problem we're having is that the system only seems to be recognising the fact the call is off switch about half the time - have done preliminary investigations using agent traces, and actually observing agents making outbound calls - but can't find any obvious reason why it works some times, but not consistently?

Has anyone encountered this problem before? Any ideas about what could cause this would be gratefully appreciated!