Running the Malicious Call Trace report using the Web Client

Last Updated : Nov 18, 2024 |
Prolog information
Metadata
Keywords:
The Malicious Call Trace feature provides a way for a terminal user to notify a predefined set of users that the user 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. Navigate to AdministrationExceptionsReportsMalicious Call Trace by Location.
    STEP RESULT:
    CMS Supervisor displays the Malicious Call Trace by Location window.
  2. In the Current ACD drop-down list, select the ACD for which you want to run a report.
  3. In the Date field, specify the date for the report using one of the following methods:
    ADDITIONAL INFORMATION:
    • Enter MM/DD/YY format; for example, 10/06/20.
    • Select a date or range of dates using the calendar icon.
    Click Reset to blank out the Date field.
  4. Click OK to run the report.
    STEP RESULT:
    CMS Supervisor displays the report.
Related links
About exception reports