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Joined: Oct 2010
Posts: 103
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Joined: Oct 2010
Posts: 103 |
I have a problem with a report setup for hunt groups. I have one hunt group that recalls to another hunt group. It seems that every call that comes into the primary hunt group and recalls to the second hunt group is counted twice so my numbers are a little skewed. I have tried to filter these overflow calls out but not luck. There is even a tab in the filter for "transfered calls" that has an overflow out and overflow in setting but I don't seem to be getting the results I would expect.
Anyone have any advice?
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Joined: Aug 2005
Posts: 908
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Joined: Aug 2005
Posts: 908 |
What makes you think the first HG is counting the calls twice? Filters are your best friend or worst enemy. What report are you using? How have you configured the filter?
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Joined: Aug 2012
Posts: 57
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Joined: Aug 2012
Posts: 57 |
Craig, I had this same problem at a client of mine but was able to SOLVE/FIX it. I cant remember (it was 2yrs ago) if it was a hunt group setting on the PBX or a CSM setting. Will have to go back into programming at that site and get back to you with the fix.
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Joined: Aug 2005
Posts: 908
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Joined: Aug 2005
Posts: 908 |
You may try forcing the timers to reset when it hits the second HG. That setting is in the Contact Center Suite settings for the extension.
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