Collect customers number that has been transferred to a mobile#

General Discussion
1

Hi all,

How can I collect data where calls get diverted from Genesys to a mobile number? Thanks

2

What type(s) of data are you expecting?

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3

It depends on what output format you exactly want/need. You can easily store information about these interactions for example within the database or you can use standard reporting (CCA, GIM). There are many ways how to achieve it, but you have to be more specified on that field.

4

Question #1, how does Genesys would know which numbers are cellphones…kinda vague question.

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5

Thanks for your replies and apologies for the lack of description. This is already configured in Genesys, calls get diverted to a mobile after hours but I need to build a report to show how many calls have been transferred to the mobile number. Thanks

6

Create a filter and a report with that filter for Diverted calls on that RP. That is it.

The strategy should do an attach data which will be the value of the filter.

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7

Thanks Cav, do you mean create a filter in Stat Server and A report in DMA? What about the strategy, is there anything need to be added? Thanks

8

As said at the strategy you do the attach data you will filter for after

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9

create a VQ and attach it in strategy at the point the call drops out to mobile number

10

I have created a target block “Dummy agent” and Troute to my mobile, that worked as I can see in DMA calls entered to the VQ. Thank you all