CMS : Difference between the number of calls in CMS and ECHI

Doc ID		SOLN268731
Version:		3.0
Status:		Published
Published date:		25 Feb 2021
Created Date:		18 May 2015

Author:

Srishti Jaiswal

Details

All versions

Problem Clarification

Customer is observing difference between total sum of calls between split_sum on cms tables and external call history. The difference is not huge but it is happening almost daily.

Cause

Working as designed

Solution

- Comparison between CMS and ECHI report is not ideal because the way CMS records data is different that the ECHI. ECHI records call in per call basis, which means as soon as the call arrives and read by SPI process. Whereas, CMS reports that same call in the interval in which the call ends.

- Secondly, you can check /cms/pbx/acdX/spi.log for any "ignored calls". If the call is ignored, it wont be recorded in the ECHI. So, the number of calls may differ.

Also there was some known problem related to transfer flag and VDN return scenario for ECHI those were fixed with R4 version. It is advisable to have latest Load and then report if any problem.

ECHI report and CMS reports can not be compared literally.

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