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Telephone Data Is Missing From Reports and Exports for One or Multiple Locations

Article # 3015916 - Page views: 171

With Equitrac Professional 5, telephone data is missing from reports and exports from one or multiple locations. Review of the CDR Cache file (C:\Documents and Settings\User\Local Settings\Application Data\Equitrac\Professional\5\EQDCESvc\CDR Cache) reveals that data is being collected from all locations. Review of the device specific folder also indicates a current CDR file is being generated. This behavior can occur if changes have been made recently to the phone switch or any settings. A setting change on the phone switch can result in a slight change in the format (layout) of the data being collected, which in turn could prevent proper parsing of the phone data. Compare an older CDR file that was collecting data correctly to a newer CDR file that does not appear to be collecting data to attempt to pinpoint the change.
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