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Yeah thats a good idea I could try this and see if any difference. Im trying to work out averages of total and average talk times. CVP has already prebuilt formualas for this as you know but dont tally up...Ive called Aspect but as per usual they havent a clue :(

Hi, I am pulling my hair out trying to work out why the field agent.avg_dur (this can be also agent.avg_dur_local)is showing different average and total inbound/outbound call volumes. The report is usually much lower figures than the real time canvas, can anyone shed any light on this? We are...

LMPS <MONITORAGENT> Response Code: 84 LMPS has reported that there are no more record media channels available for Live Monitor. Please ask your System Administrator to check the Event Log on the eQuality BDR Server for further details. Up to the end of November ebalance was working fine, I...

Hi All, 2 canvases are showing inconsistnencys for a site we support. Canvas One:- Shows activity for teams 21,22,43,45,60,81 Canvas Two:- Shows activity for team 60 Now, Canvas one is filtered by application number thus it shows all the apps that record calls in the agent groups...

Hi All, we are in a situation where reports are showing that some agents have handled calls in particular applications. The applications however do not contain any agent groups??? When running a report the only thing I can pick up on is that the Trans_type is 5 which is an anti-tromboning...

Hi, Is their anyway to run a report to show activity for each agent instrument or channel? I have looked at the call detail table and cannot find any possible relationship to enable this report to be written, has anyone any ideas??? Cheers

Ah yea but how did u identify they came in on different trunks? I ran a report to try and see where the call originated and where the call was deleiverd but couldnt find any evidence showing the agent connecting to the other agent?

Hi, We have had a couple of scenarios now where an agent picks up a call and instead of being connected to a customer is connected to a queue in our call centre (music playing etc etc) and then connected to an agent. The CLI field will also show a number on the ,Teleset or winset, which is...

Anyone any idead why this would be continually happening

Hi All, I am trying to educate myself on the hardware issues of telephony so I can understand Aspect even more. The question I have is as follows... We have an ACD which operates a DPNSS link to an IVR system. The question is relating to the established circuit from PSTN to ASPECT to IVR...

...all the usual high level stuff i.e looked in typed urls, cleared History and files etc etc but this will not shift. It will bring up the URL if I type in the tool bar the first letter i.e s or if i type in www.s. This is really p***ing me off and ur help would be much appreciated ...

Thanks for that Chris, much appreciated. Yeah, I seen that option on Sys Admin to have audit enabled. I cant find much on it tho? What is it, what does it do and where is the audit trail stored? Thx

Hi, We had some exception groups that didnt run, following an upgrade from 7 to 9. I was 99.9% sure they where set up correctly but obviously had to dial in check they had run. When they didnt I had to dial into the network and manually run the procedures. Now, being a bit of a clever man I...

We keep getting the following message on Agent Admin RPN Error: RAS Connection Failed So far actions have been - ACD Reboot No such luck, has anyone had similar messages, if so how did they resolve? If not can anyone shed any light? Thanks

Its ok guys, I sorted it. It was infact a network issue, my ip address didnt have the policy as did the report runner PC thus connection was refused. But an important thing I learned was that in order to connect to the ACD Database after this you need to put the service name down as...

I have tried to connect using SQL plus, I did this prior to emailing on this forum. We can connnect an older PC running Win Nt and the Oracle 7 Drivers (The reporting PC with report runner on it). I get errors sayin i) Connection refused - when putting the IP of the ACD in ii) Name could...

Hi, I want to connect Crystal Reports Developer edition to the Aspect Oracle ACD. We have recently upgraded from ACD 7 to ACD 9 but the database still remains the same (Oracle 7). I have installed Oracle Client Admin on my laptop so I can test the connection then obviously connect Crystal...

Hi, I have a question regarding Custom View Producer. On the Canvas I have built it currently shows agents using the following fields Agent.pri_state WRAP AgentGrp.agrp 8,18 Now this will show me those people on Wrap for agent groups 8 and 18 What I would also like to show is those agents...

Hi Guys, We have a situation in the Contact Centre where people are now multi skilled and taking 2 types of calls. The problem is that a group that has been created only has one system configured wrap time which is set to 30 seconds. So the person may take a Sales call then have 30 seconds...

Hi, I may aswell air all my Winset queries and see if anyone can answer them. Okay, I have installed Winset 4.0 on some PCs. To make it work, you need to pull the mini jack out of the back of the Winset and reconnect it, and on most occasions this works ok. However, on some winsets it will...