sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Call Center Suite reports inaccurate

For some odd reason CCS Reporter is not reporting accurately on the number of calls coming in and out of our Inter-tel Axxess system.

We have an off-site third party product that is basically a call routing application that allows us to filter a large volume of calls before it comes into our Inter-tel Axxess system. I have this product programmed to call certain DID numbers depending on the input the callers enter.

The CCS Reporter is showing about 10% less calls coming into our system than the other product is saying it is making.

I also ran a report on outbound calls from our system to another vendor we have to process payments and again the CCS report is about 10% less than the other product is saying it receives from our system.

I'm am 99.9% sure there aren't any filters enabled in CCS as it would have to be a global filter or a default filter and I haven't seen any setting for that.

Any help is appreciated as I am almost literally banging my head against a wall on this one :bang: and upper management wants to know why there are discrepancies between the multiple reports.

We do have a CT Gateway setup and CCS is pointing to that for the OAI stream. Perhaps there's a setting on the CT Gateway that would cause this?

Again, all help is appreciated,

Rx

What are you trying to run the report exactly? Are the inbound calls pointed at a CRA, a hunt group, an individual extension? Then the question is are you looking at all inbound or inbound answered. Inter-tel is notorious for not adding up because of the way they segment calls but we could probably report at a different point to be more accurate. Such as starting with a phantom before going to you call routing announcement and reporting on the phantom. Etc.

For inbound calls, I am reporting on the calls received on those DID numbers as that is the first contact from the off-site CRA into our system.

For outbound calls, I am reporting on the trunk group setup for that vendor. The only calls on that trunk are to that vendor.

Rx

Where are you placing this information in the filter? The filters are your worst friend or greatest enemy. You may check the setting for using devices or trunks. If it is set one way, try it the other way. Do yourself a favor and duplicate the report your using. Mess around with the duplicate report and leave the original alone.
SayWhat is exactly right. There is a huge difference between Calls In and Calls In Answered, or First Rand and Answered On. I just went a round with our CSR Manager about the difference between Calls In and Calls Handled. There are a lot of places to mess up a report.