Introduction
The CMS call trace Call Trace reports provides rich search criteria to produce call traces detailing a customers journey, for analyzing call handling for complaints, identifying process improvements, or routing anomalies.
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CMS Call History uses data from the ‘external Call History Interface' of the Avaya Call Management Management System. ECHI must be enabled. Contact your system administrator for more information. Call records can be are stored for 13 months in the VSM Cloud, with the duration dependant on commercial arrangement. These call records can be found in Service Desk Desk → Files and Folders → CMS Call History |
Uses
The CMS Call Trace report can be used to:
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The example report below has been run using the a Calling Party number as the Input.
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