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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>All, </span></font></p>
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font-family:Verdana'> </span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>My customer is requesting some detailed information on his
call center and I am faced with a dilemma on how to address it. We have a call
center that is on an ACD using IPCC Express 4.0 and we also have other
individuals that have IP phones on their desk that are in the same resource
group but not a part of the resource group. I am able to pull stats from the
traffic analysis report that show total incoming calls which are greater than
the calls presented to the ACD group which is what I expect to see. My question
is how do I generate a report for the other individuals with phones on their
desk so that I can hopefully account for the difference in the incoming calls
for the traffic analysis? Do I need to place the individuals in another Calling
Search Space and resource group? </span></font></p>
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font-family:Verdana'> </span></font></p>
<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.0pt;
font-family:Verdana'>Any assistance that you can provide will be greatly
appreciated. </span></font></p>
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10.0pt;font-family:Verdana;color:blue'> </span></font></p>
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<p class=MsoNormal><em><b><i><font size=4 color=blue face=Verdana><span
style='font-size:13.5pt;font-family:Verdana;color:blue;font-weight:bold'>Briann
McDonald</span></font></i></b></em><font size=2 color=blue face=Verdana><span
style='font-size:10.0pt;font-family:Verdana;color:blue'> <br>
<strong><b><font face=Verdana><span style='font-family:Verdana'>Kratos Defense
& Security Solutions</span></font></b></strong><br>
</span></font><font size=1 color=blue face=Verdana><span style='font-size:7.5pt;
font-family:Verdana;color:blue'>on assignment to <br>
U.S. Department of Transportation<br>
OST/Office of the Chief Information Officer/WCF<br>
Southeast Federal Center<br>
1200 New Jersey Avenue, S.E., Room E53-301<br>
Washington, DC 20590<br>
<strong><b><font face=Verdana><span style='font-family:Verdana'>briann.mcdonald@dot.gov</span></font></b></strong></span></font></p>
<p class=MsoNormal><font size=1 color=blue face=Verdana><span style='font-size:
7.5pt;font-family:Verdana;color:blue'>(202) 366-0594 (Work)<br>
(202) 379-6772 (Mobile)</span></font></p>
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