[cisco-voip] UCCE

[Omar Abulaban]

Hi Santiago,

I believe if you check your agent reports (without doing any agent state
trace or anything) you can figure out which agents are faking calls.
There is a value called "Internal Out" i believe which shows how many calls
the agents made internally (to other extensions). When an agent presses the
"NewCall" button, i believe this value is incremented. So, if you find an
agent with a big number of "Internal Out" calls, this could indicate who is
making that.

IMHO, there is no way from the system to restrict the agents from doing that
(i guess). But by knowing who does it and having proof, a chat with the
agent should make things better :)

Regards,
Omar Abulaban
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