Running the Malicious Call Trace report using the PC Client

Last Updated : Nov 18, 2024 |
Prolog information
Metadata
Keywords:
Resource Id: mctlocrptin:999
Resource Id: mctlocrptin:4106
The Malicious Call Trace feature provides a way for a terminal user to notify a predefined set of users that the user may be party to a malicious call, such as bomb threats, hackers, and so forth.
The following actions occur when the Malicious Call Trace feature is activated:
  • The inbound phone line is prevented from hanging up.
  • Management is immediately alerted.
  • The call is recorded (with an additional Communication Manager feature).
  • All data regarding the call is stored.
The Malicious Call Trace report is used to view detailed information on the occurrences of these calls. The report shows the date and time when each call occurred, the agent who received the call, and the involved split/skill. If the automatic number identification / station number identification (ANI/SID) network feature has been purchased and implemented, the report also shows where the call originated. This report is only available with CMS Supervisor.
Before you begin
The following items should be read and understood before working with the malicious call trace report:
  • To view the Malicious Call Trace report, the user ID used to log in to this CMS Supervisor session requires the exception permission for the split/skill that received the malicious call.
  1. From the Controller window, navigate to CommandsExceptions on the menu bar.
    STEP RESULT:
    CMS Supervisor displays the Exceptions window.
  2. Select the Reports tab.
  3. In the ACD field, select the ACD that contains the vector on which to run the report.
  4. In the Reports list, highlight Malicious Call Trace by Location.
  5. Click OK.
    STEP RESULT:
    CMS Supervisor displays the Malicious Call Trace window.
  6. In the Date field, specify the date to view for the report. Entry of the date can be done through the following methods:
    ADDITIONAL INFORMATION:
    • Enter MM/DD/YY format; for example, 10/06/20.
    • Enter the relative day; for example, 0 for today, -1 for yesterday, or -7 for one week ago.
    • Enter a relative range; for example, -9-0 causes the report to display data for the past ten days including today.
    • Select a date from the drop-down list.
    • Select a date by using the Browse button.
    This field can accept multiple date values, but the dates must be separated by a semicolon. This field is required.
  7. In the Destination group, select one of the following output options:
    ADDITIONAL INFORMATION:
    • View Report on Screen - The report is displayed on the screen.
    • Print Report on - The report is sent to the specified printer. Any printer available to the PC can be used and selected through the button at the right of the field.
  8. Click OK.
    STEP RESULT:
    CMS Supervisor sends the report to the specified output option.