Recent content by Merrie

Hi one of my users has assured me that it is possible to change agent skills automatically based on the time of day. Has anyone else heard of this? thanks Karen

Hi, I need to work out a way of displaying the top level vdn on the agents turret. My vector is programmed: goto step 21 if time-of-day is sat 12:30 to mon 08:00 07 collect 1 digits after announcement V1 for none 08 route-to number V2 with...

thread690-856724 Hi I've set up a script to run a weekly vdn report and another to import it into a specific file using windows scheduler. I wondered if it was possible to amend the script so that it would change the date of the report automatically and also change the name of the file...

Cheers, I thought that was the case!

try: 1.collect 1 digit after announcement xxxx 2.go to step 4 if digits = 1 3. go to step 6 if digits = 2 4.route to number (insert manin console number) 5. stop 6. collect 4 digits afer announcement xxxx 7.route to digits with coverage y hope that helps!

I've been asked to set up a CMS report that shows ACD time or call length in increments, similar to the skill call profile report. so it would be: number of calls with a call length between 2-5 minutes = X; number of calls with a call length of between 5-10 minutes = X and so on.... I think...

that was my suggestion. The compliancy guy is worried that they may forget, so he wants a technical intervention before the call is directed to the user.

Thanks for that. My personal thought is that our Compliancy guy is taking the FSA/Ofcom regs to a too granular level. That may be because I'm the one who will have to put all the additional programming in place! Be interested to know how other companies work this out.

call them back from a line that is not recorded.

there is a requirement in the company that calls to customers are recorded. the simple option is not an option.

Hopefully this is in the right place. We are currently refreshing our voice technology and implementing a company wide IP solution. Its a bit of a departure, because up until now each division within the company had their own telephony setup. This problem has come up: The call centre is...

wont that send calls to the headset? He needs them to actually ring.

Afternoon, One of the team leaders in our call centre has reported that when he is logged in with his agent id he only gets a short ring for internal calls. Is it possible to change this so that he gets a continuous ring? His extension and login id are not set to auto-answer. Cheers, Merrie

ah ha! I had a feeling it was something like that. Thanks for your help. I'll let you know how I get on once I've managed to convince our IT manager I need a software upgrade!

try testing it by putting a call on hold. If it still doesnt work, check your MOH system.