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We had to change cca 200 Agents POSIDs to 5 digits format without any affect. It wasn’ t so big job using OTM. Anyway we are happy with this solution – has many advantages. SCh

We have used dial up connection via 64k fix line for several years. RAS connection works properly including RTD – just alarm monitor is necessary to switch off. During years we was happy with various combinations : SCCS rel.1.5 to 4.0 and remote clients machines OS WinNT , W2k. So we tested...

If it is very busy line you have to use GIVE CONTROLLED BROADCAST ANNOUNCEMENT scripting command. SCh

Why not to use skillset intrinsic : IF IDLE AGENT COUNT x >0 THEN QUEUE TO SKILLSET x ELSE QUEUE . . . . . END IF x . . skillset name SCh

It may be also switch software issue. As I remember on older releases then rel. 25 it did not work - we received just busy signal - no forward to MMail was available on ACD busy. Unfortunately I can´t test it, we have not M1 rel. 23 or 24 anymore. SCh

I am afraid not. The interval lenght is not configurable. Is fixed at 15 minutes. SCh

We use it in our call centre - works fine. Check prompts in TN setup, should be : CLS FBA HTA HUNT xxxx , where xxxx is MMail access number SCh

Wayne67, Try this procedure: 1. Install ODBC and Sybase open Client ( are installed automatically during SCCS Client installation) 2. Configure a Sybase server entry - run dsedit … ServerObject . . Add ..Server Name … - Server adress . . TCP = CLAN,5000 i.e. 172.35.159.30,5000 - ping server ...

As I know there is no problem to delete voice files that where created by mistake. One time we had 4 voice files created this way (3 were empty). In fact we still use just 1 voice file with 68 Voice prompts recorded in it. There is no reason to create next voice file, every prompts work...

Your Skillset Active Time is OK ! It means that at least 1 Agent is logged in the skillset (skillset is in service). It seems like 1 agent is missing in your AgentPerformanceStats - but if you are sure ... I have no idea for this moment :o(

By me experience the total login time measured by the iAgentPerformanceStat/AgentLoginTime and iSkillsetStat/TotalStaffedTime should be identical. If there are differences, usually we have forgotten to add some agent (s) in the report. Are you sure that you add all Agents who have skillset...

Did you try to insert ELSE in your script: SECTION pos_in_Q_section IF POSITION IN QUEUE ahre >3 THEN EXECUTE more_than_3_in_Q_section ELSE IF POSITION IN QUEUE ahre =3 THEN EXECUTE third_in_Q_section ELSE IF POSITION IN QUEUE ahre =2 THEN EXECUTE second_in_Q_section...

charlise, Look at the 3rd page, there is Reporting Flexibility question and supernns explanation how to do that, or you can use SCCS documentation/Historical Reporting/Advanced Reporting/Creating a new report in another application. Good luck, Sch

charlise, To select just 1 or 2 Agents Performance from call by calls stats you can use i.e. Query from Excel. There you can choose just login numbers you need and login is associated to User Name ( direct User Name selection is not possible). But I am afraid there are not data what you...

I mean those data are just in call by call stats. You can use Excel database query. Choose requested day (only one day is possible), then TimeStamp,Call ID, Call Event, Call Event Name, Destination, TelsetLoginID. In next step filter only Call Event equals 89 (DN call initiated). In next step...

Sorry for such a long delay in replying. If here is already perfect instruction from supernn I can just add one of our experience: with respect to number of SCCS Clients limitation we sometimes install only Sybase Open Client on Reporters PC ( from Client installation CD). SCh

We have good experience with Database Queries to Symposium server using EXCEL. It can give you reports in excel format. Gives analyses about Agents activities, Skillsets, Applications, CDNs stats, call by call stats etc. In fact our reporting people don´t use anythink else. SCh

Login agent phone, perhaps is automatically going to default NRD status. Press NRD key, to be in idle status and then NRD again. If M1 programming is done correctly then LED associated to ACNT key flashes and on the phone display you can see INSERT ACTIVITY CODE. Insert code (1,2,3,4 . . .)...

Hi, Agree with Les. Try next process: At first you should program PBX Meridian. Agent phones are associated with an ACD which is defined on key 0 in LD 11. In this ACD data blok you have to modify prompt NRAC=YES ( default value is NO). On the agent phone program ACNT feature on the free...

By my experience you shoud also go to LD 23 in Meridian switch and change NRAC prompt in ACD data block to YES (default is NO). Also our call center management required this service – it works, but in SCCS rel 4.0 : - on line info is not possible, you have no info on Real Time Display, -...