CMS Supervisor v. 18.0 Question

[johns1323]

Hello Community,

I was wondering if anyone knew how to block specific phone numbers in this program from counting towards talk time?

Thanks in advance!

[mcginp]

You are better off connecting business objects or something similar via odbc connection.

[johns1323]

So it's not possible otherwise? I'm not sure how to even do what you're suggesting.

[mcginp]

Oh i'm sure its possible to do within CMS but the tool is so antiquated and convoluted that it is easier just to get the raw data, store it into a database, and then have your database administrators take it from there.

[hunte99]

So it's not possible otherwise? I'm not sure how to even do what you're suggesting.

It doesn't look like the other responses in this thread have been very helpful for you so here goes.

CMS has a feature called "Call History Interface" which allows you to capture call by call information which is visible within CMS Supervisor. You first need to activate the feature - which is done by specifying the number of call records to be retained, up to 99999. It is not likely that you will have the permissions to set this but either your IT/Telecoms team or the company who supplied/support your CMS server will be able to activate this.

Once that's set up, you'll get access to a hidden historical report called "Call Records" which you can export to Excel and filter as you please. It's likely that the CALLING_PTY (Calling Party) and ANSLOGIN (The ID of the agent who answered the call if appropriate) fields will be of most use to you.

There's much more information but not much space or context to go into that here. I'd recommend reviewing chapter 2 of this Avaya document: https://downloads.avaya.com/css/P8/documents/100170083 and speaking to your IT/Telecoms team.