I need to find out the number of a caller that reached a certain extension at exactly a certain time, and ideally, if that number has called since then.

I am really looking for my hand to be held here guys as I imagine this is an easy question to find the answer to but I just don't have time.

Hi Justin

Avaya have an add-on package called ECHI (External Call History Interface) which you may want to investigate..

Regards

Bill Butler

Normally the CMS saves all kinds of data completely for a limited period. Make sure that you secure the data from this period, after which it will be written over.

Then engage with someone with expert CMS knowledge (Avaya, business partner, or user group expert), to assist you to get this information. If the info is there it can be found.

Normally Avaya would advice the use of logging equipment (Nice, Witness, Verint etc) to make searching for this information easier. Based on your question I assume this is an incident situation.

Hi Justin,

Unfortunately there is no standard report in Avaya CMS that would show you this information unless you had an agent trace activated at the time for the agent in question.

John

As per Bill's comments ECHI is the solution you need to trace detail like that more than a couple of hours after the activity took place.

The ECHi-Converter (http://echi-converter.rubyforge.org) might give you a quick boost to get at the ECHI data from the Avaya CMS.