Agent-Initiated Calls Categorized as Internal
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Agent-Initiated Calls Categorized as Internal
| Problem Summary | Agent-initiated calls routed to external numbers are categorized as Internal. |
|---|---|
| Error Message | N/A |
| Possible Cause | Prior to Cisco Unified CCE 8.5(3), agent-initiated calls are classified as External. Beginning with Cisco Unified CCE 8.5(3), agent-initiated routed calls that are sent to a known extension (for example, CVP or another agent) are categorized as Internal. |
| Recommended Action | To count calls that you reroute to external numbers as External, add a Dialed Number Plan for the Labels used for this purpose, and set the Dialed Number Type Plan entry as National or International. |
| Release | 8.5(3) |
| Associated CDETS # | None |
