Cradle to Grave Reporting
The Cradle to Grave feature is an extension of the existing Call Trace functionality that allows more users to troubleshoot issues by presenting high level info in plain English.
The Call Trace is a comprehensive listing of all technician information captured during a call. While this is useful for isolating problems, it's also more information than non-technical user generally needs. By presenting the Cradle to Grave information, non-technical users are empowered to see where a call may be failing, and be able to fix or report the issue without escalating the issue.
If needed, the full Call Trace information is available by pressing the View SIP Flow button.
Prerequisites
SNAPsolution V42 or above
Call Supervisor scope or above
Cradle to Grave Configuration
The Cradle to Grave feature is toggled on and off by a config. It should be on by default, with access for reseller, and super user scopes.
To edit the Cradle to Grave access, or turn it off:
Log into the portal, with Call Center status or above.
Click the Configs icon on the top menu.
Click on the Active Configs tab.
In the search box, search for PORTAL_CRADLE_TO_GRAVE_ENABLED
Click on the Edit button to the right of the config.
To switch off Cradle to Grave, click the Value field until it displays No.
To narrow down access, click on any of the Targets present, and choose from the drop down menu. More than one selection may be added to the target. Remove by clicking on the X next to the value.
View Cradle to Grave Information
To observe the Cradle to Grave information, log into the Portal and navigate to the Call History page.
In V42, the Cradle to Grave icon now appears in the portal next to the Trace icon:
Click the icon to see the Cradle to Grave information for the specific call:
If more information is needed, click the View SIP Flow button for a full trace. For more information on reading a call trace, refer to How Do I Read The Switch Logic Information in a Call Trace?
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