Tracking Clicks in Attendant Console RRS feed

  • Question

  • We are running OCS R2 and have a receptionist who answers all calls during business hours on the Attendant Console.  She often causes problems by clicking the hang-up button instead of the transfer button.  We have observed this by watching over her shoulder, but would like some more "concrete" evidence that this is occuring, and to rule out an actual problem that might be there.

    Does any of the logging show the attendent clicks related to an incoming call, or something similar that would show a disconnected called initiated by the console?

    Thank you!

    • Moved by Ben-Shun Zhu Tuesday, May 25, 2010 5:17 AM cross posting (From:Communicator Clients and Devices)
    Thursday, May 20, 2010 4:32 PM

All replies

  • You could use the Logging Tool, that comes with the resource kit, to do capture logging. Then you would have to take this log, which will be huge, and sort it some how. Select SIPSTACK, if you do this.

    You could look for Disconnect and match it up with the calls she says get disconnected. If it showed an expected disconnect, it would point to, but not guarantee that it was an accidental click. If it showed some sort of error instead, you could then determine that it wasn't the accidental click and then go from there.

    • Proposed as answer by ThomasForeman Thursday, September 16, 2010 8:38 PM
    Wednesday, May 26, 2010 5:23 AM