Cisco Cisco IP Contact Center Release 4.6.2 Troubleshooting Guide
Cisco CAD Troubleshooting Guide
30
March 2011
Configuring the Recording and Statistics Service
You can choose to include or exclude outbound calls in call totals that are displayed in
agent call logs and statistics reports. The default behavior is for outbound calls to be
excluded from the total number of calls presented and handled. You can change this
behavior so that outbound calls are included in the total number of calls presented
and handled.
agent call logs and statistics reports. The default behavior is for outbound calls to be
excluded from the total number of calls presented and handled. You can change this
behavior so that outbound calls are included in the total number of calls presented
and handled.
summarizes the default and configured behavior settings.
To include outbound calls in totals:
1. On the server that hosts the Recording and Statistics service, navigate to
C:\Program Files\Cisco\Desktop\config.
2. Open FCRasSvr.cfg.
3. Add the following lines to the configuration file:
[ReportParameters]
CallReportIncludesOutbound=1
4. Save the configuration file with the new setting. The new setting will go into
effect when you restart the Recording and Statistics service.
NOTE: In a High Availability configuration, perform this procedure on
both servers.
both servers.
Supervisor Workflow Administrator
SWFAdmin.cfg
Sync service
DirAccessSynSvr.cfg
VoIP Monitor service
FCVoIPMonSvr.cfg
Table 9.
CAD configuration files (cont’d)
Application/Service
Configuration File
Table 10.
Outbound call statistic handling
Total
Outbound Calls
Default behavior
Configured behavior
Calls Presented
Not counted
Counted
Calls Handled
Not counted
Counted if answered