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Are internal calls captured in CCIR reporting?

Oct 13, 2015 01:13 PM PDT
Ben Lanning
All-Mode Communications Inc
We have a large ECC 9 user who heavily consumes their own call center services as users who are on ShoreTel desksets. They therefore tend to call the internal IRN number rather than the external number to reach queues, can those calls be made to appear in the CCIR and CCIV reports? They do not appear to do so by default based on our in-house testing.
Nov 17, 2015 10:45 AM PST
Damian Galindo
Global CTI Group
Internal calls to IRNs would still be considered ECC calls and events in the CCIR/IV. Please make sure the CCIR server is properly setup in the Contact Center Director and connected to the ECC server.

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