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

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